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A study on communication gap between retailers & vodafone distributor and the satisfaction level of retailers towards vodafone distributor
 

A study on communication gap between retailers & vodafone distributor and the satisfaction level of retailers towards vodafone distributor

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    A study on communication gap between retailers & vodafone distributor and the satisfaction level of retailers towards vodafone distributor A study on communication gap between retailers & vodafone distributor and the satisfaction level of retailers towards vodafone distributor Document Transcript

    • Karnataka Law Society’s INSTITUTE OF MANAGEMENT EDUCATION AND RESEARCH Adarsh Nagar, Hindwadi, BELGAUM- 590011 E-mail: directoredu@klsimer.edu Web: www.klsimer.edu (Affiliated to Karnatak University, Dharwad) A Summer In-plant Project Report on “A STUDY ON COMMUNICATION GAP BETWEEN RETAILERS & VODAFONE DISTRIBUTOR AND THE SATISFACTION LEVEL OF RETAILERS TOWARDS VODAFONE DISTRIBUTOR” Undertaken at M/S. GURUKRUPA ENTERPRISE, BIJAPUR. Submitted in Partial fulfillment of the requirement for the award of Master Degree in Business Administration During the academic year 2009-2010 By Md SHARIF. D. MULLA MBA II Semester Exam No.MBA09003043Institute Guide External Guide
    • Prof. Amruta. Mishrikoti. Mr. Aditya. Darbar Karnataka Law Society’s INSTITUTE OF MANAGEMENT EDUCATION AND RESEARCH Adarsh Nagar, Hindwadi, BELGAUM- 590011 E-mail: directoredu@klsimer.edu Web: www.klsimer.edu (Affiliated to Karnatak University, Dharwad) CERTIFICATE This is to certify that Mr. Md SHARIF. MULLA Has satisfactorily completed his Summer in plant Project At M/S. GURUKRUPA ENTERPRISE, BIJAPUR. Entitled “A STUDY ON COMMUNICATION GAP BETWEEN RETAILERS & VODAFONE DISTRIBUTOR AND THE SATISFACTION LEVEL OF RETAILERS TOWARDS VODAFONE DISTRIBUTOR” In partial fulfillment of the requirement of Master’s Degree in Business Administration awarded by the Karnatak University, Dharwad, for the year 2009-2010.
    • Institute Guide DirectorProf. Amruta. Mishrikoti. Dr. A. B. Kalkundrikar,Faculty- Member, Director,KLS’s IMER, KLS’s IMER,Belgaum. Belgaum.
    • CHAPTER 1EXECUTIVE SUMMARY
    • Retailers and distributors play key role in building powerful brand and achievingpromotional objectives by forming an important link between service provider and ultimatecustomer. The project taken by me was “STUDY ON COMMUNICATION GAP BETWEENRETAILERS &VODAFONE DISTRIBUTOR AND SATISFACTION LEVEL OFRETAILERS TOWARDS VODAFONE DISTRIBUTOR IN BIJAPUR CITY .”NEED FOR THE STUDYIt helps the distributor to know the needs and requirements of retailer for improving the sales;it helps the distributor to understand the communication gap between retailers and distributor.MAIN OBJECTIVES OF THE RESEARCH:• To know the needs & requirements of a Vodafone retailers.• To analyze the communication gap between retailers & Vodafone distributor.• To understand supply policy of Vodafone distributor, materials like ER, PRC, SIM cards,Posters, etc.• To analyze the satisfactory level of retailers with the Vodafone distributor.• To analyze the response of Vodafone DSE to the problem of retailers. LIMITATION OF THE STUDY:The study is restricted in the scope owing to the following limitations:1. The study is limited to a particular geographical area that is BIJAPUR city only.2. The information and data collected and analyzed is restricted to the researchers’knowledge and ability.3. The answers that I have got from the retailers cannot be considered as totally perfectbecause of various personal and other limitations.4. Cost and time was also another limiting factor that affected the study.
    • About telecommunication in INDIA The stupendous growth of the telecommunication companies in India over thelast fifteen years can be attributed to the liberal government of India, economic policy. Theeconomic renaissance affected in the early 1990s brought around a paradigm shift on the overallbusiness scenario of India. The telecommunication companies in India went through a hugemake-over during the implementation of the open-market policy of India. The economic contribution made by these newly formed telecommunicationcompanies of India is really mentioned worthy and this industry witnessed highest growth afterthe Indian Information Technology industry. The robust growth of Indian economy after theeconomic liberalization in the 1990s induced massive change in the telecom policy and newdraft was framed and implemented by the Telecom Regulatory Authority of India (TRAI) andDepartment of Telecommunication (DOT), under the Ministry of Telecommunicationgovernment of India. The main aim of these telecommunication companies in India is to providebasic telephony services to each and every Indian. With the advent of private telecommunication companies in India, the industrywitnessed introduction of mobile telephones into the Indian market and it became popularamongst the Indian masses in no time. Today two types of mobile phone service providersoperates in the Indian market, like the following - • Global System for Mobile Communications (GSM) • Code Division Multiple Access (CDMA)The main binding objective for all the telecommunication companies operating in India is asfollows -
    • • To facilitate telecommunication for all • Ensuring quick availability of telephone connectivity • Achieve universal service access at affordable price covering all Indian villages, as early as possible • Providing world class telecommunication services • Solving consumer complaints, resolve disputes, and special attention to be given to public interface • To provide widest possible range of services at reasonable prices • To emerges as a major manufacturing base and major exporter of telecommunication equipment • To protect the defense and security interests of the countryThree types of service providers exist in the Indian telecommunication sector, like the following- • State owned companies like - Bharat Sanchar Nigam Ltd, Videsh Sanchar Nigam Ltd and Mahanagar Telephone Nigam Ltd • Private Indian owned companies like - Reliance Infocomm and Tata Teleservices. • Foreign invested companies like - Vodafone-Essar, Bharti Tele-Ventures, Escotel, Idea Cellular, BPL Mobile, Spice Communications etc. About VodafoneThis case study examines how two businesses that have global appeal are co-operating toachieve their shared visions for their companies and brands
    • Company visionVodafone: To become a global mobile leader in terms of profit, customers and value, makingmobile networks the "nervous system" of the networked economy spanning three majordeveloped markets (Europe, US and Japan).Brand visionVodafone A can do approach that makes life easier for customers.Vodafones current business strategy is to grow through geographic expansion, acquisition ofnew customers, retention of existing customers and increasing usage through innovations intechnology. This is proving a very successful strategy, as is evident from Vodafones UK success.Vodafone opened the UKs first cellular network on 1 January 1985. It has been the marketleader since 1986; its UK networks carry over 100 million calls each week. Vodafone currentlyhas the largest share of the UK cellular market. It is anticipated that by 2005 there will be overone billion mobile phone users throughout the world, using a wide range of phones includingthird generation and Wireless Application Protocol (WAP) enabled phones. Nearly two-thirds ofthese mobile phones will be WAP enabled and with rapid increases in processing power, thirdgeneration mobile phone users will be able to: • find out cinema programmed schedules and seat availability • book the tickets • study the best route and where to park • access the Internet • Hold video conferences while on the move.
    • Vodafone is well placed to benefit from these developments. As a globaltelecommunications company, Vodafone benefits from the advantages of operating across arange of markets which enables them to benefit from huge cost savings resulting from dealingwith single suppliers worldwide for example.Vodafones marketing strategy Vodafones marketing aim in the UK is to retain market leadership. Vodafones strategyis product-led; the company is continually developing new products and services which utilizethe latest technological advances. However, as consumers become increasingly sophisticatedusers of modern mobile technology, they make new demands and seek added value throughproduct improvements. Consumers are becoming more demanding and suppliers have to listen.Vodafone must feed this back into its product strategy. For example, young people think hard about which mobile phone to buy. Intheir search for the widest range of appropriate services and the best value for money, youngpeople in particular examine catalogues, surf the Internet and study what their friends havebought. Trying to sell to them is tough. In order to retain market leadership, Vodafone hasestablished a set of marketing objectives. These are to: • obtain new customers • keep the customers it already has • introduce new technologies and services (e.g. text messaging, WAP) • Continue to develop the Vodafone brand. Vodafone is achieving these objectives by continually updating the range ofphones and services offered to keep ahead of its competitors. Vodafone also communicatesregularly with its customers to keep them well informed of the benefits of all Vodafone products.
    • Marketing benefitsThe marketing benefits for Vodafone from the alliance cover three main areas. • Enhancing brand awareness and image The agreement includes the incorporation of Vodafones brand logo on the playing kit,the rights to use the Manchester United logo in promotions, advertising and perimeter signage atall Manchester United home games (excluding European Champions League). Vodafone alsofeatures strongly in Manchester United marketing materials including match programs, theManchester United magazine and internet site www.manutd.com. The association with a footballteam, especially Manchester United, also adds excitement, passion, fun and emotion to theVodafone brand. These benefits clearly support marketing objectives by promoting and enhancing theVodafone brand, which will help to win and retain customers. • Extending the range of products and services Through the link with Manchester United, Vodafone has the opportunity toincrease sales of phones and accessories. With a variety of Reds phones and accessories,Vodafone is offering a range of Manchester United phone covers and cases with differentdesigns. Offering Manchester United branded phones and accessories enables Vodafone to winmore customers and increase brand awareness across the globe wherever there is a ManchesterUnited fan. • Adding value to services The Official Mobile Communications Service for Manchester United fans ismanUmobile. It is typical of the added value services that Vodafone is creating. Thanks tomanUmobile, fans have direct access, through their mobile phone, to the latest news from the
    • club 24 hours a day. Once users have registered at http://www.manumobile.com from their PC,they can receive a host of information direct to their digital mobile phone via text messaging.These services include text alerts giving fixture lists, match information, match incidents andnews flashes. manUmobile ensures that fans know what is happening on the pitch, even if theyare not at the game and are miles away from a TV set.Fans can also register and access the service with a WAP handset viahttp://www.manumobile.com/wap. Using this service, fans will have access to club news, details of ticketavailability, route guidance to Old Trafford and detailed statistical information about each teamor squad member. Under match information they can find fixture details, Premiership leaguetables, reviews of matches, match reports and so on. Added value services such as manUmobile enable Vodafone to meet its marketingobjectives of gaining and retaining its customer base, enhancing the brand and introducing newtechnologies to an informed and enthusiastic target audience. The marketing benefits describedabove enable Vodafone to promote its global branding strategy by using the UK as a launch padfor stretching its own brand across the globe through one of the UKs most prestigious globalbrands: Manchester United.
    • RESEARCH METHODLOGYPROBLEM STATEMENT: “Study on communication gap between retailers &Vodafonedistributor and satisfaction level of retailers towards Vodafone distributor in BIJAPURcity.”METHODOLOGY The methodology adopted to fulfill the objectives of the project is as follows• Observations• InterviewSAMPLE DESIGN:Population for this research is 190 retailers.SAMPLE SIZE = 100 retailers.SAMPLE AREA: BIJAPUR CITYSAMPLING METHOD: Simple random sampling
    • TOOLS USED FOR ANALYSIS:1. Sample testing in SPSS software2. Graphical Representation of Analysis:a. Bar Diagrams HYPOTHESES1) There is communication gap existed between retailers & Vodafone distributor withrespect to A) Knowledge about schemes B)Communication of schemes.A) H0: Less than or equal to 80% of retailers feel that the DSE’s has good knowledge about schemes H1: More than 80% of retailers feel that the DSE’s has good knowledge about schemesB) H0: Less than or equal to 80% of retailers feel that the DSE’s clarity of communication is good H1: More than 80% of retailers feel that the DSE’s clarity of communication is good
    • 2) Retailers are satisfied with the distributor with respect to A) DSE visit B) supply of SIM cards C) supply of promotional materials D) Overall support of distributor.A) H0: Less than or equal to 80% of retailers are satisfied with the distributor with respect to DSE visit to the outlet H1: More than 80% of retailers are satisfied with the distributor with respect to DSE visit to the outletB) H0: Less than or equal to 80% of retailers are satisfied with the distributor with respect to supply of SIM cards. H1: More than 80% of retailers are satisfied with the distributor with respect to supply of SIM cards.
    • C) H0: Less than or equal to 80% of retailers are satisfied with the distributor with respect to supply of promotional materials H1: More than 80% of retailers are satisfied with the distributor with respect to supply of promotional materialsD) H0: Less than or equal to 90% of retailers are satisfied with the distributor with respect to Overall support of distributor. H1: More than 90% of retailers are satisfied with the distributor with respect to Overall support of distributor CHAPTER 2
    • 1. Since how many years you have been associated with vodafone? Cumulative Frequency Percent Valid Percent PercentValid less than 1 year 24 24.0 24.0 24.0 1-3 years 22 22.0 22.0 46.0 3-5 years 24 24.0 24.0 70.0 more than 5 years 30 30.0 30.0 100.0 Total 100 100.0 100.0
    • 1. Since how many years you have been associated with vodafone? 30 20 Percent 10 0 less than 1 year 1-3 years 3-5 years more than 5 years 1. Since how many years you have been associated with vodafone?INTERPRETATION: From the above table we analyzed that 30% of the respondents areassociated with the Vodafone more than 5 years. 24% of them associated with 3-5 years. 24% ofthem associated with less than 1 year & remaining 20% of them associated with 1-3 years. 2. How fre que ntly doe s voda fone DSE visit your outle t in a w e e k? Cumulative Frequency Percent Valid Percent Percent Valid Daily 70 70.0 70.0 70.0 twice 10 10.0 10.0 80.0 thrice 6 6.0 6.0 86.0 4 times 14 14.0 14.0 100.0 Total 100 100.0 100.0
    • 2. How frequently does vodafone DSE visit your outlet in a week? 60 Percent 40 20 0 Daily twice thrice 4 times 2. How frequently does vodafone DSE visit your outlet in a week?INTERPRETATION: From the above chart we analyzed that 70% of respondents said, theVodafone DSE visit daily. 14% of them said DSE visit 4 times in a week. 10% of them saidtwice in a week & remaining 6% of them said thrice in a week.
    • 3. Does your DSE supply stocks like ER, PRC, sim ca rds time to time? Cumulative Frequency Percent Valid Percent Percent Valid yes 94 94.0 94.0 94.0 no 6 6.0 6.0 100.0 Total 100 100.0 100.0
    • 3. Does your DSE supply stocks like ER, PRC, sim cards time to time? 100 80 Percent 60 40 20 0 yes no 3. Does your DSE supply stocks like ER, PRC, sim cards time to time?INTERPRETATION: From the above chart we analyzed that 94% of respondents said that, theDSE supply ER, PRC, SIM cards time to time & remaining 6% of them said not regularly. 4. How many days in a week you expect DSE to visit your outlet? Cumulative Frequency Percent Valid Percent Percent Valid daily 82 82.0 82.0 82.0 alternate days 12 12.0 12.0 94.0 any 3 days 6 6.0 6.0 100.0 Total 100 100.0 100.0
    • 4. How many days in a week you expect DSE to visit your outlet? 100 80 Percent 60 40 20 0 daily alternate days any 3 days 4. How many days in a week you expect DSE to visit your outlet? INTERPRETATION: From the above chart we analyzed that 82% of respondents expect DSE visit daily & remaining 12% of them expect alternate days & remaining 6% of them expect any 3 days of a week. 5. How regularly does your DSE supplies the sign board, posters, etc.For communicating timely tariff plans & offers?6464.064.064.03636.036.0
    • 100.0100100.0100.0RegularlyOccasionallyTotalValidFrequencyPercentValid PercentCumulativePercent 5. How regularly does your DSE supplies the sign board, posters, etc.For communicating timely tariff plans & offers?OccasionallyRegularlyPercent60402005. How regularly does your DSE supplies the sign board, posters, etc.For communicating timely tariff plans & offers?
    • INTERPRETATION: From the above chart we analyzed that 64% of respondents said that, the DSE supply sign board, posters, etc, regularly & remaining 36% of them said occasionally.6. Rate your opinion on the following parameters of service provided by the DSE 6. a. Knowledge about schemes5252.052.052.04040.040.092.088.08.0100.0100100.0100.0Very goodGood
    • AverageTotalValidFrequencyPercentValid PercentCumulativePercent 6...a. Knowledge about schemesAverageGoodVery goodPercent60504030201006. a. Knowledge about schemes INTERPRETATION: From the above table we analyzed that 52% of respondents have rated very good on knowledge about schemes. 40% of them have rated good on knowledge about schemes. 8% of them rated average on knowledge about schemes. 6. b. Communication of scheme44
    • 44.044.044.04646.046.090.01010.010.0100.0100100.0100.0Very goodGoodAverageTotalValidFrequencyPercentValid PercentCumulativePercent6. b. Communication of schemeAverageGoodVery good
    • Percent504030201006. b. Communication of scheme INTERPRETATION: From the above table we analyzed that 44% of respondents have rated very good on communication of schemes. 46% of them have rated good on communication of schemes. 10% of them have rated average on communication of schemes.7) Rate your satisfaction level on the following parameters. 7.a. DSE visit Cumulative Frequency Percent Valid Percent Percent Valid highly satisfied 78 78.0 78.0 78.0 satisfied 20 20.0 20.0 98.0 average 2 2.0 2.0 100.0 Total 100 100.0 100.0
    • 7.a. DSE visit 80 60 Percent 40 20 0 highly satisfied satisfied average 7.a. DSE visitINTERPRETATION: From the above table we analyzed that 78% of respondents are highlysatisfied with the DSE visit, 20% of them are satisfied with the DSE visit, 2% of them areneither satisfied nor dissatisfied. 7.b. Supply of sim cards Cumulative Frequency Percent Valid Percent Percent Valid highly satisfied 18 18.0 18.0 18.0 satisfied 62 62.0 62.0 80.0 average 20 20.0 20.0 100.0 Total 100 100.0 100.0
    • 7.b. Supply of sim cards 60 Percent 40 20 0 highly satisfied satisfied average 7.b. Supply of sim cardsINTERPRETATION: From the above table we analyzed that 18% of respondents are highlysatisfied with the supply of SIM cards, 62% of them are satisfied with the supply of SIM cards,20% of them are neither satisfied nor dissatisfied. 7.c. Supply of promotional materials Cumulative Frequency Percent Valid Percent Percent Valid highly satisfied 14 14.0 14.0 14.0 satisfied 66 66.0 66.0 80.0 average 20 20.0 20.0 100.0 Total 100 100.0 100.0
    • 7.c. Supply of promotional materials 60 Percent 40 20 0 highly satisfied satisfied average 7.c. Supply of promotional materialsINTERPRETATION: From the above table we analyzed that 14% of respondents are highlysatisfied with the supply promotional materials, 66% of them are satisfied with the supply ofpromotional materials, 20% of them are neither satisfied nor dissatisfied. 7.d. overall support Cumulative Frequency Percent Valid Percent Percent Valid highly satisfied 18 18.0 18.0 18.0 satisfied 70 70.0 70.0 88.0 average 12 12.0 12.0 100.0 Total 100 100.0 100.0
    • 7.d. overall support 60Percent 40 20 0 highly satisfied satisfied average 7.d. overall support
    • INTERPRETATION: From the above table we analyzed that 18% of respondents highlysatisfied with the overall support. 70% of them satisfied with the overall support12% of themneither satisfied nor dissatisfied. 8. How do you ra te the sa le of Voda fone in your outle t? Cumulative Frequency Percent Valid Percent Percent Valid excellent 36 36.0 36.0 36.0 good 60 60.0 60.0 96.0 average 4 4.0 4.0 100.0 Total 100 100.0 100.0 8. How do you rate the sale of Vodafone in your outlet? 60 50 40 Percent 30 20 10 0 excellent good average 8. How do you rate the sale of Vodafone in your outlet?
    • INTERPRETATION: From the above chart we analyzed that 36% of respondents said, thesale of Vodafone is excellent, 60% of them said the sale of Vodafone is good & remaining 4%of them said average. 9. According to you w hich of the be low m e ntione d ope ra tors, ha s the highest sale s in your outle t? Cumulative Frequency Percent Valid Percent Percent Valid vodafone 38 38.0 38.0 38.0 airtel 52 52.0 52.0 90.0 tatadocomo 10 10.0 10.0 100.0 Total 100 100.0 100.0 9. According to you which of the below mentioned operators, has the highest sales in your outlet? 60 50 40 Percent 30 20 10 0 vodafone airtel tatadocomo 9. According to you which of the below mentioned operators, has the highest sales in your outlet?
    • INTERPRETATION: From the above chart we analyzed that 52% of respondents said, the highest sale of operator in their outlet is airtel, 38% of them said that, the highest sale is Vodafone & remaining 10% of them said Tata docomo. 10. What is the average sale of ER in your outlet in a month?88.08.08.05656.056.064.03030.030.094.066.06.0100.0100100.0100.0<10000
    • 10000-2500025000-5000050000-100000TotalValidFrequencyPercentValid PercentCumulativePercent10. What is the average sale of ER in your outlet in a month?50000-10000025000-5000010000-25000<10000Percent605040302010010. What is the average sale of ER in your outlet in a month?
    • INTERPRETATION: From the above chart we analyzed that 56% of respondents said that,the average sale of ER in a month in their outlet is between 10000-25000, 30% of them saidare between 25000-50000. 8% of them said are between 50000-100000 & remaining 6% ofthem said less than 10000. 11. W hat is the average sale of PRC in your outlet in a month? Cumulative Frequency Percent Valid Percent Percent Valid <1000 24 24.0 24.0 24.0 1000-2000 56 56.0 56.0 80.0 2000-5000 20 20.0 20.0 100.0 Total 100 100.0 100.0
    • 11. What is the average sale of PRC in your outlet in a month? 60 50 40 Percent 30 20 10 0 <1000 1000-2000 2000-5000 11. What is the average sale of PRC in your outlet in a month? INTERPRETATION: From the above chart we analyzed that 56% of respondents said, the average sale of PRC in a month in their outlet is between1000-2000, 24% of them said, less than 1000, 20% of them said between2000-5000. 12. What is the average sale of SIM cards in your outlet in a month?3636.036.036.02828.028.0
    • 64.02020.020.084.01212.012.096.044.04.0100.0100100.0100.0<55-1010-2525-5050-100TotalValidFrequencyPercentValid PercentCumulativePercent
    • 12. What is the average sale of SIM cards in your outlet in a month?50-10025-5010-255-10<5Percent40302010012. What is the average sale of SIM cards in your outlet in a month? INTERPRETATION: From the above chart we analyzed that 28% of respondents said that the average sale of SIM cards in a month in their outlet is 5-10, 20% of them said that is 10-25, 12% of them said that is 25-50, 4% of them said that is 50-100 & remaining 36% of them said that is less than 5. 13. How do you get to know about the newly launched plans & offers?(((2828.028.028.0
    • 88.08.036.06464.064.0100.0100100.0100.0SMSAdvertisingbyDSETotalValidFrequencyPercentValid PercentCumulativePercent
    • 13. How do you get to know about the newly launched plans & offers? 60Percent 40 20 0 SMS Advertising byDSE 13. How do you get to know about the newly launched plans & offers?
    • INTERPRETATION: From the above chart we analyzed that 64% of respondents said that theyget to know about newly launched plans & offers by DSE. 28% of them said that from SMS. 8%of them said from advertising. HYPOTHESES TESTING 1) There is communication gap existed between retailers & Vodafone distributor with respect to A) Knowledge about schemes B) Communication of schemes. A) H0: Less than or equal to 80% of retailers feel that the DSE’s has good Knowledge about schemes H1: More than 80% of retailers feel that the DSE’s has good knowledge about scheme Sample size: 100 Found No: 92 Method: Z test H0: V<0.8 H1: V>=0.8 Standard error of proportion (for population) ^-p= sqrt(p(1-p))/ n-1 Sqrt(0.8 * 1-0.8)/99 ^-p=0.040 Critical value = p + z * ^-p = 0.8 + 1.96 (0.040) = 0.88
    • Test Statistic value P= no. of favorable responses/ Sample size = 92 / 100 = 0.92P is (0.92) more than the critical value that is (0.88), it falls in rejection area, and therefore H0is rejected.
    • B) H0: Less than or equal to 80% of retailers feel that the DSE’s clarity of communication is good H1: More than 80% of retailers feel that the DSE clarity of communication is good. Sample size: 100 Found No: 90 Method: Z test H0: V<0.8 H1: V>=0.8 Standard error of proportion (for population) ^-p= sqrt(p(1-p))/ n-1 Sqrt(0.8 * 1-0.8)/99 ^-p=0.040 Critical value = p + z * ^-p = 0.8 + 1.96 (0.040) = 0.88 Test Statistic value P= no. of favorable responses/ Sample size = 90 / 100 = 0.90
    • P is (0.90) more than the critical value that is (0.88), it falls in rejection area, and therefore H0is rejected.
    • 2) Retailers are satisfied with the distributor with respect to A) DSE visit B) supply of SIM cards C) supply of promotional materials D) Overall support of distributor.A) H0: Less than or equal to 80% of retailers are satisfied with the distributor with respect to DSE visit to the outlet H1: More than 80% of retailers are satisfied with the distributor with respect to DSE visit to the outlet. Sample size: 100 Found No: 98 Method: Z test H0: V>=0.8 H1: V<0.8 Standard error of proportion (for population) ^-p= sqrt(p(1-p))/ n-1 Sqrt(0.8 * 1-0.8)/99 ^-p=0.040 Critical value = p + z * ^-p = 0.8 + 1.96 (0.040) = 0.88 Test Statistic value P= no. of favorable responses/ Sample size = 98 / 100 = 0.98
    • P is (0.98) more than the critical value that is (0.88), it falls in rejection area, and therefore H0is rejected
    • B) H0: Less than or equal to 80% of retailers are satisfied with the distributor with respect to supply of SIM cards. H1: More than 80% of retailers are satisfied with the distributor with respect to supply of SIM cards. Sample size: 100 Found No: 80 Method: Z test H0: V<0.8 H1: V>=0.8 Standard error of proportion (for population) ^-p= sqrt(p(1-p))/ n-1 Sqrt(0.8 * 1-0.8)/99 ^-p=0.040 Critical value = p + z * ^-p = 0.8 + 1.96 (0.040) = 0.88 Test Statistic value P= no. of favorable responses/ Sample size = 80 / 100 = 0.8
    • P is (0.8) less than the critical value that is (0.88), it falls in acceptance area, and therefore H0 isaccepted.
    • C) H0: Less than or equal to 80% of retailers are satisfied with the distributor with respect to supply of promotional materials H1: More than 80% of retailers are satisfied with the distributor with respect to supply of promotional materials Sample size: 100 Found No: 80 Method: Z test H0: V<0.8 H1: V>=0.8 Standard error of proportion (for population) ^-p= sqrt(p(1-p))/ n-1 Sqrt(0.8 * 1-0.8)/99 ^-p=0.040 Critical value = p + z * ^-p = 0.8 + 1.96 (0.040) = 0.88 Test Statistic value P= no. of favorable responses/ Sample size = 80 / 100 = 0.8
    • P is (0.8) less than the critical value that is (0.88), it falls in acceptance area, and therefore H0is accepted.
    • D) H0: Less than or equal to 90% of retailers are satisfied with the distributor with respect to overall support of distributor.H1: More than 90% of retailers are satisfied with the distributor with respect to Overallsupport of distributor Sample size: 100 Found No: 88 Method: Z test H0: V<0.9 H1: V>=0.9 Standard error of proportion (for population) ^-p= sqrt(p(1-p))/ n-1 Sqrt(0.9 * 1-0.9)/99 ^-p=0.030 Critical value = p + z * ^-p = 0.9 + 1.96 (0.030) = 0.96 Test Statistic value P= no. of favorable responses/ Sample size = 88 / 100 = 0.88
    • P is (0.88) less than the critical value that is (0.96), it falls under acceptance area, and thereforeH0 is accepted.
    • CHAPTER 3
    • FINDINGS• From the study it is found that 70% of retailers said that the Vodafone DSE visit daily to their outlet.• From the study it is found that 94% of retailers said that the DSE supplies ER, PRC, SIM cards regularly.• It is found that 64% of retailers said that the DSE supplies sign boards, posters, etc, regularly.• As per the hypothesis testing it is found that the test statistic value (0.92) is more than the critical value (0.88), therefore H0 rejected. It is found that 92% of retailers feel that DSE has good knowledge about schemes.• Statistic value is (0.90) more than the critical value (0.88) it falls under rejection area; therefore, from the hypothesis calculation & analyses it is found that 90% of retailers feel that the DSE has the good clarity of communication about scheme.• Test statistic is (0.98) more than the critical value (0.88) it falls under rejection area, and also from analyses it is found that 98% of retailers are satisfied with the DSE visit.
    • • Test statistic is (0.8) less than the critical value (0.88) it falls under acceptance area, and also from analyses it is found that 80% of retailers are satisfied supply of SIM cards.• Test statistic is (0.8) less than the critical value (0.88) it falls under acceptance area, and also from analyses it is found that 80% of retailers are satisfied supply of promotional materials.• Test statistic is (0.88) less than the critical value (0.96) it falls under acceptance area, and also from analyses it is found that 88% of retailers are satisfied with the overall support.• 60% of retailers said that the sale of Vodafone is good.• From the study it is found that 6%, 20%, 4%, of retailers said that the average sale of Vodafone ER, PRC, SIM cards, are 50000-100000, 2000-5000, 50-100 respectively.
    • SUGGESTIONS• The distributor has to give some extra promotional materials like gifts, incentives, to those retailers whose average sales are more than the Rs.1, 00,000 per month.• The main person of distributor has to motivate to those retailers whose average sales are less than Rs. 20,000 per month, and also check out, about the DSE’s visiting, supply of handouts of new tariffs and plans and clarity of communication about new schemes once in 15 days.
    • • The Distributor executive has to supply regularly posters, banners, handouts about new tariffs and plans to retailers. • The executive has to spend at least half an hour with the retailers to communicate about new tariffs and plans. CONCLUSION Working with M/S. Gurukrupa enterprises (Vodafone distributor) for two months wasnice experience, here I came to know about the practical knowledge of distribution and helpedme to gain more knowledge about the telecom market.
    • From the overall study I conclude that Vodafone distributor is doing their jobwell, retailers also satisfied with distributor’s visit, supply of promotional activities, the DSEalso has good knowledge and clarity of communication about new tariffs and plans. The onlyplace where the distributor has to concentrate is to motivate retailers to improve the sales.
    • BIBLIOGRAPHY1: Books Market Research: Tull & Hawkins.2: websites www.vodafone.com www.telecommunication in india.com3: Projects
    • ANNEXUREDear Respondents I am Md sharif. D. Mulla the student of 2 nd semester MBA from KLS’s IMER,BELEGAUM, conducting a market survey on “A STUDY ON COMMUNICATION GAPBETWEEN RETAILERS AND VODAFONE DISTRIBUTOR AND THE SATISFACTIONLEVEL OF RETAILERS TOWARDS VODAFONE DISTRIBUTOR IN BIJAPUR CITY.” I assure that the information is given by you will be strictly used for academic purposeonly.QUESTIONNAIRE1: Since how many years have you associated with the Vodafone? a) Less than 1 year b) 1-3 years c) 3-5 years d) more than 5 years2: How frequently does your Vodafone DSE visit your outlet in a week? a) Daily b) Twice c) Thrice d) 4 times3: Does your DSE supply stocks like ER, PRC, SIM cards time to time? a) Yes b) No
    • 4: How many days in a week you expect Vodafone DSE to visit your outlet? a) Daily b) Alternate days c) Any 3 days d) Any 4 days 5: How regularly does your distributor supplies the sign board, posters, etc. for communicating timely tariff plans &offers? a) Regularly b) Occasionally c) Irregularly d) Not at all 6: Rate your opinion on the following parameters of service provided by DSE.PARAMETERS Very Good Average Bad Worst goodKnowledgeabout schemesCommunicationof schemes
    • 7: Rate your satisfaction level on the following parameters.PARAMETERS Highly Satisfied Average Dissatisfied Highly satisfied dissatisfiedDSE visitSupply SIMcardsSupply ofpromotionalmaterialsOverall support 8: How do you rate the sale of Vodafone in your outlet? Excellent Good Average Bad Worst 9: According to you which of the below mentioned operators, has the highest sales in your outlet? a) Vodafone b) Airtel c) Idea
    • d) Reliance e) TATA docomo f) Aircel g) Uninor10: What is average sale of ER in your outlet in a month? a) <10,000 b) 10,000-25,000 c) 25,000-50,000 d) 50,000-1, 00,000 e) >1, 50,00011: What is average sale of PRC in your outlet in a month? a)<1000 b) 1000-2000 c) 2000-5000 d) 5000-10,000 e) >10,00012: What is average sale of SIM cards in your outlet in a month? a) <5 b) 5-10 c) 10-25 d) 25-50 e) 50-100 f) >10013: How do you get to know about the newly launched plans & offers? (Tick only one) a) SMS b) Advertising c) by DSE d) any others__________________DECLARATION I hereby declare that the project entitled “STUDY ON COMMUNICATION GAPBETWEEN RETAILERS &VODAFONE DISTRIBUTOR AND SATISFACTION LEVELOF RETAILERS TOWARDS VODAFONE DISTRIBUTOR IN BIJAPUR CITY.” is anindependent Research Work carried out by me during Summer In-plant Project under theGuidance of Prof.Amruta. Mishrikoti. This is not been previously submitted for award for anydegree or Diploma of this or any other University to the best of my knowledge.
    • Place: Belgaum. Md sharif. D. Mulla
    • ACKNOWLEDGEMENT No work is said to be complete without thanking the people who have helped me in perceiving any job. So this acknowledgement is for those who have played their role in completion of my project entitled “study on communication gap between retailers &Vodafone distributor and satisfaction level of retailers towards Vodafone distributor in BIJAPUR city” The project would not have been completed without the kind of cooperation and help of certain individuals to whom I owe this heartfelt gratitude. First and foremost I would like to express my sincere gratitude to Dr. A. B. Kalkundrikar Director KLS’s IMER Belgaum, for his constant support and encouragement in carrying out this Summer In-plant Project. At the very outset I would like to thanks Mr. Aditya. Darbar who constantly guided and inspired me in completion of this project. During this period I experienced the real environment, market situation, and mannerisms etc. that are very much needed in this competitive environment. My Sincere thanks to my Internal Guide Prof.Amruta. Mishrikoti for her valuable guidance in the completion of this Project successfully. I owe a debt of gratitude to my Parents, the silent guides in my Life without their never ending support nothing would have been possible. I also dedicate my sincere thanks to all Teaching Staff Members and Non Teaching Staff for their help. Last but not the Least I thank my friends and each and every one who directly or indirectly helped me in making my project successful. Md sharif. D. MullaMBA II SEM-AUGUST 2010Date: 11-08-2010
    • INDEXCHAPTER EXECUTIVE SUMMARY 02 1 ABOUT TELECOMMUNICATION IN INDIA 03 ABOUT VODAFONE 05 RESEARCH METHODOLOGY 10 HYPOTHESES 11CHAPTER ANALYSIS AND INTERPRETATION 14 2 HYPOTHESES TESTING 31CHAPTER FINDINGS 44 3 SUGGESTIONS 46 CONCLUSION 47 BIBLIOGRAPHY 48 ANNEXURE 49