MOBILINK (JAZZ) CONSUMER COMPLAINTS

PRESENTED BY
Syed

Shamoon Haider Yasir Siddiqui Noor us Saba Murad Sulaiman Muhammad Shoaib Malik Maqsood

MOBILINK(PAKISTAN)

Pakistan Mobile Communications Limited, better known as Mobilink GSM, is a telecommunication service provider in Pakistan.
Mobilink has 29.55 million customers by DEC 2009.

MOBILINK JAZZ

JAZZ 1 BUNDLE OFFER LADIES FIRST JAZZ OCTANE

PURPOSE OF RESEARCH STUDY

This research is conducted to find out the causes, symptoms and grounds where improvement is required in JAZZ services.
The research mainly covers the areas to find out the reason for declining trend in the services provided by Mobilink Jazz

RESEARCH OBJECTIVE

Our objective is to find out the basic cause of problems in the form of complaints in the services of Mobilink Jazz and to find out the possible remedies for the same. We are conducting research to find out the possible solution for the same.

RESEARCH METHODOLOGY
QUANTITATIVE Questionnaire survey The quantitative part of our research method included using a questionnaire to test our hypotheses The sample size for the research project was 100 respondents

Murad sulaiman

GRAPHICAL REPRESENTATION

AGE
26 to 30 years 46% 16 to 25 years 54%

16 to 25 years 26 to 30 years

In response 46% of persons relating to the 26 to 30 years category and remaining fall Iin16 to 25 years category.

SALARIES
10K - 20K 9% 51 K - Above 18% 41K - 50K 21% 31K - 40K 21% 21K - 30K 31% 10K - 20K 21K - 30K 31K - 40K 41K - 50K 51 K - Above

This pie chart shows the percentage of users having different incomes. Most of them belong to the income group of 21k to 30K.

CUSTOMER STATUS
Previously used 38% Currently using 62%

Currently using Previously used

EDUCATION
5% 38%
Middle Intermediate Graduate Masters Others

2%

8%

47%

Educated persons use the connection of mobilink Most of the customers are graduate.

OCCUPATION
0% 29% 55% 3%

13%

Salaried Businessman Student Housewife Others

Business person prefer postpaid connection so comparatively mostly salaried and students use the prepaid connection

RESIDENT
5% 4% 3% 3% 5% 2% 3% 7% 8% 14% 5% 3% 11% 27%

Nazimabad Gulshan Gulistan-e-Juhar F.B Area North Nazimabad Garden Shah Faisal Colony Buffer Zone PNPNT Colony Clifton Malir Gulberg DHA PECHS

We are conducting research in different areas of Karachi.

10

15

20

25

30

11

Nazimabad
27

Gulshan
14

Gulistan-eJuhar
8

F.B Area
7

North Nazimabad
3 2 5 3 3 4 5

Garden Shah Faisal Colony Buffer Zone PNPNT Colony Clifton Malir Gulberg DHA PECHS

RESIDENT

The research shows that most of the respondents belongs to the gulshan.
5 3

MONTHLY EXPENDITURE ON MOBILE CONNECTION

3001 Above 3% 1501 - 3000 10% 0- 250 27%

751 - 1500 24% 251 - 750 36%

0- 250 251 - 750 751 - 1500 1501 - 3000 3001 - Above

The monthly expenditure made on mobile

connection is mostly around 251 to 750 Rs.

PRESENTED BY

NOOR US SABA

MOBILINK AS PAKISTAN BIGGEST CELLULAR COMPANY

13%

87%

Yes No

Most of the surveyed people agree that mobilink is the biggest cellular company in Pakistan

PACKAGE USERS
Users

47%

Non-Users

53%

Jazz offers variety of packages for different Users. Hence many mobilink users use one package or the other according to their needs.

PACKAGE USERS
Jazz octane 36% Others 8% Jazz budget 30% Jazz budget Bundle offer Ladies first Jazz octane Others Bundle offer 13%

Ladies first 13%

Mostly customers use jazz octane and jazz budget packages.

Jazz Help Line Service

Don't know 30% Excellent 18%

Worst 1%

Good 18% Bad 13% Average 20%

Excellent Good Average Bad Worst Don't know

SERVICES SIMULTANEOUSLY USE WITH MOBILINK JAZZ

Zong 12% Warid 16% Mobilink (others) 13% Telenor 24%

Mobilink (others) Telenor

U fone 35%

U fone Warid Zong

OPINION ON BEST CELLULAR NETWORK

Warid 20% Zong 2% Mobilink 22%

U fone 34%

Telenor 22%

Mobilink Telenor U fone Warid Zong

Majority of the people surveyed (34%), declared that Ufone was the best cellular network.

BASIS FOR SAYING BEST CELLULAR NETWORK

Varieties of packages Other Reliability Internet and 11% 9% 2% other services 14% High quality of service 16%
Reliability High quality of service Wide Network Lesser charges

Low cost international call 11%

Lesser charges 22%

Wide Network 15%

Low cost international call Internet and other services Varieties of packages Other

Yasir Siddiqui

OTHER SERVICES USERS

Electronic Wallet 2% Contact Backup 19% Others 0% MMS 27%
MMS Wap Connection Cricket update Live TV Caller tune

Caller tune 21%

Live TV 5%

Cricket update 9%

Wap Connection 17%

Electronic Wallet Contact Backup Others

CHARGES COMPARISON WITH OTHERS

Lesser 8% Same 17%

Higher 75%

Higher Lesser Same

Mobilink charges are higher than other cellular companies.

USUAL PROBLEMS
Message sending error 15% Others 6% Signal drooping 42%

Signal drooping

Late receiving of SMS 20%

Network busy

Network busy 17%

Late receiving of SMS Message sending error Others

42% of the surveyed people said that the main problem faced by them is signal dropping during a call.

TIME AT WHICH USUALLY PROBLEM NOTED

06pm-12 am 20% 12am-06am 30%

12pm-06pm 32%

06am-12pm 18%

12am-06am 06am-12pm 12pm-06pm 06pm-12 am

The problem of call dropping is usually faced around 12am to 6am, according to our research survey.

USERS MADE COMPLAINTS REGARDING PROBLEM

30%

70%
Yes No

70% persons have made complaints of their problems.

RESPONSE AGAINST COMPLAINT REGISTERED

Bad 19% Worst 1% Excellent 26%

Excellent Good

Average 28%

Good 26%

Average Bad Worst

Mostly users say that the response against their complaint made was excellent.

PROBLEM RESOLVED RATIO

Never 20% Every time 24%

Often 24%

Mostly 32%

Every time Mostly Often Never

AVAILABILITY OF EASY LOAD

Hardly available 12%
Easily available Hardly available

Easily available 88%

SATISFACTION LEVEL OF USERS

Worst 5%

Unsatisfactor y 27%

Satisfactory 48% Not much Satisfactory 20%

Satisfactory Not much Satisfactory Unsatisfactory Worst

48% of the users had showed a satisfactory remarks.

FEATURES USERS LIKE TO SEE IN MOBILINK JAZZ

13% 8% 3% 3% 31%
Security Low call rates Low cost sms packages

11% 6% 25%

other services Wide networking Improved Call centre Varieties of packages Other

The most important features is the low call rates And low cost sms packages.

Muhammad Shoaib

USERS SUGGESTIONS AND RECOMMENDATIONS

14% 2% 11% 31%

16% 26%

Call & SMS packages Low rates FnF Facility Improve services provide awareness Others

The customers surveyed propose that Mobilink should introduces more Call and sms packages.

CONCLUSION

Mobilink Jazz is good, as well as its offers are no matter, wonderful yet there are some problems also exist which can damage the overall image of Mobilink Jazz. Mobilink Jazz Company is basically focusing the youth of this country which has a major role and has major presence among the population of Pakistan.

CONCLUSION

Mobilink Jazz is growing its network very rapidly. Mobilink users desire for verity of packages as offer by other cellular companies. Mobilink Jazz is providing good quality of services but charging comparatively high cost.

RECOMMENDATION
On behalf of the primary data, we have the following suggestions:

More powerful frequency transmitters should be placed after every 1000 meters from each other. More codes should be produced by seeing the growing numbers of customers.

RECOMMENDATION

Customer care staff should treat the customers with great obedience Problems must be entertained with the duration of hours and not days Service should be provided with great concern in the night timings because more and more young people avail night packages

RECOMMENDATION

More attractive packages should be introduced to attract the public New offers should be introduced