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The study on customer’s choices and preferences in terms of awareness and satisfaction on gsm network connection

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The study on customer’s choices and preferences in terms of awareness and satisfaction on gsm network connection

The study on customer’s choices and preferences in terms of awareness and satisfaction on gsm network connection

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    The study on customer’s choices and preferences in terms of awareness and satisfaction on gsm network connection The study on customer’s choices and preferences in terms of awareness and satisfaction on gsm network connection Document Transcript

    • Projectsformba.blogspot.com CHAPTER - 1 INTRODUCTION OF THE STUDYProjectsformba.blogspot.com 1
    • Projectsformba.blogspot.com CHAPTER - 1 1.1 INTRODUCTION Communication has been playing a pivotal role in man’s life from timeimmemorial inventions like Radio, Television, Telephone and computer made atremendous change in the world. Development in the field of communication is at agalloping pace. Due to these advanced technologies in communication the world hasshrinked in to a global village. Its purpose is to provide universal connectivity andincrease the efficiency and productivity in all sectors. Mobility helps one to send andreceive information any time, any where and make one to keep up the pace in thiscompetitive world. Customer choice about particular product and services which mainly based onattitude. According to this personal experience influence of Preference group, Age,Income, Sex and Educational Qualifications. The telecommunication services have made a rapid stride both in quality andquantity. How ever the users at large are found dissatisfied with the quality of servicesmade available to them. The process of technological sophistication has gained themomentum but the users are yet to get the quality service. The managerial experts feelthat the telecommunication sector needs a conceptualized marketing, which on theother hand would improve the quality of services and make ways for the generation ofprofits. Due to this limitations of the telecommunication sector, market for cell phonesemerged in India.Projectsformba.blogspot.com 2
    • Projectsformba.blogspot.com 1.1 Indian Telecommunication Industry – Over View At 110.01 million connections Indian Telecom Industry is the fifth largestand fastest growing in the world. The subscriber base has grown by 40% in 2005 andis expected to reach 250 million in 2007.Over the last 3 years, two out of every threenew telephone connections they’re wireless. Consequently, wireless now accounts for54.6% of the total telephone subscriber base, as compared to only 40% in 2003.Wireless subscriber growth is expected to grow at 2.5 million new subscribers everymonth in 2007. The wireless subscriber base skyrocketed from 33.69 million in 2004to 62.57 million in FY 2004 -2005. The wireless technologies currently in use Indian Telecom Industry areGlobal System for Mobile Communications (GSM) and Code Division MultipleAccess (CDMA). There are primarily 9 GSM and 5 CDMA operators providingmobile services in 19 telecommunication circles and 4 metro cities, covering morethan 2000 towns across the country. And the numbers are still growing for IndianTelecom Industry . ‘Telecom Industry in India is regulated by Telecom RegulatoryAuthority of India (TRAI). It has earned good reputation for transparency andcompetence. Three types of players exists in Telecom Industry India community - • State owned companies like - BSNL and MTNL. • Private Indian owned companies like - Reliance Infocomm and Tata Teleservices. • Foreign invested companies like – Hutchison-Essar, Bharti Tele-Ventures, Escotel, Idea Cellular, BPL Mobile, Spice Communications etc. The ‘ Indian Telecom Industry ‘ services are not confined to basic telephonebut it also extends to internet, broadband (both wireless and fixed), cable TV, SMS,IPTV, soft switches etc. The bottlenecks for Indian Telecom Industry are: Slow reform process. Low penetration. Serviceprovider’s bears huge initial cost to make in roads and achieving break-even isdifficult. Huge initial investments. Limited spectrum availability and interconnectioncharges between the private and state operators.Projectsformba.blogspot.com 3
    • Projectsformba.blogspot.com The telecom industry is one of the fastest growing industries in India. The NTP1999 aimed at achieving a tele-density of 15% by 2010 but the same was achieved inSeptember 2006, f company’s years ahead of the schedule. The tele-density as onSeptember 2007 is 21.85%. The total number of wireless subscribers in the country - including GSM,CDMA and fixed mobile - has reached 209.08 million. The total subscriber numberincluding both wireless and wire line has already crossed 250 mn and is expected totouch 500 mn by 2010 or probably much earlier to that. Of this the wireless segmentwill largely drive the growth. With the rapid increase in the cellular base the service providers will berequired to set up infrastructure to sustain growth and to offer services in new circles.With falling revenue the cellular companies are looking at means of cutting costs. Aneffective though not very popular means of cutting costs is infrastructure sharing. InIndia there are few players providing such services at a very small scale.Chart showing growth in Indian Cellular InfrastructureProjectsformba.blogspot.com 4
    • Projectsformba.blogspot.com 1.2 Growth of Indian Mobile IndustryIndia is in 5th place in mobile subscribers behind China, America, Russia and Japan.It may soon go to cross Japan and Russia. All this happened within a short span of 6years.This is mainly due to low prices, booming economy and aggressive marketing.Indians who are slow to adopt new technologies surprisingly embraced these mobiles,including my parents.India may soon reach third place if this growth continued. Mobile became thenecessary commodity for Indians. Nokia already established manufacturing base inChennai. LG, Samsung and Motorola may soon follow Nokia path. 75% of Indianmobile market is occupied by Nokia followed by Motorola with 13%. Nokia andMotorola achieved this growth by releasing low end mobiles with basic features.Samsung and Sony Ericcson are mainly targeted high end users.Projectsformba.blogspot.com 5
    • Projectsformba.blogspot.comProjectsformba.blogspot.com 6
    • Projectsformba.blogspot.com 1.2.1 GSM INTRODUCTIONProjectsformba.blogspot.com 7
    • Projectsformba.blogspot.com The worlds first cellular networks introduced in the early 1990s, used analog2radio transmission technologies. Within a few years, millions of subscribers signed upfor service provided by the cellular networks, and demanded more and more airtime3.As a result, dropped calls and network busy signals became common in many areas. To accommodate more calls within the limited amount of radio spectrum4available, the industry developed a digital5 wireless technology called GSM (GlobalSystem for Mobile Communication). Today, most of the cellular phones in the world,outside the U.S., use GSM technology. GSM, one of the oldest technologies used bythe cellular industry, is considered to be very dependable technology. By thebeginning of the 21st century, one billion cellular phones used this technology. GSM has always grown and adapted to the changing needs of customers. Thenumber of GSM subscribers has increased over the years, with around 160 millionnew customers added in 2002 alone. From 1997 to 2003, the number of GSMcustomers increased 10 times. GSM, which is continuously evolving at a rapid pace,provides several voice and data enabled services. But just as GSM was being standardized, an even better solution for mobilecommunication6 was found in another technology called CDMA (Code DivisionMultiple Access). CDMA, a digital wireless technology, was pioneered andcommercially developed by Qualcomm.7 in CDMA there is no division of thefrequency band.8 the same frequency band is used repeatedly, and hence it is alsocalled Spread spectrum. CDMA was commercially introduced in 1995. In 2003,CDMA became one of the fastest evolving technologies. In 1999, the InternationalTelecommunications Union (ITU) 9 selected CDMA as the industry standard for new"third-generation" 3G; (Refer Exhibit-I for 3G) wireless systems. CDMA providesclear, reliable voice communication and good data services. Many leading wirelesscompanies are using or are switching over to CDMA to make use of its high speedservices.1.2.2 HISTORY OF GSMProjectsformba.blogspot.com 8
    • Projectsformba.blogspot.com During the early 1980s, there was rapid growth in the number of analogcellular telephone systems10 in most European countries, particularly in the UnitedKingdom, France, Germany and the Scandinavian countries. Unfortunately, everycountry in Europe had its own system, which was incompatible with the equipmentand operations of the other systems. This was an undesirable situation since it limitedmobile equipment to national boundaries. Consequently, there was a very limitedmarket for each type of equipment..... 1.3 STATEMENT OF THE PROBLEM:Projectsformba.blogspot.com 9
    • Projectsformba.blogspot.com As result of economic reform, Globalization as enabled all the sectors to growand have tremendous changes in the respective areas. Telecommunication is notexceptional one to this. Telecommunication services have significant and rapid, growth in reason past.Especially, Mobile phone services keep up the pace of competition for the customersin terms, Speedy and convenient exchange of Ideas and Information. Customer preference differs person to person, place to place. According tothere Age, Income, Area of residence, there preference choices are different. Thepresent study attempt to study the preferences of which GSM network connection iscustomer’s choices and preferences in terms of Awareness and Satisfaction. This willshelps mobile service providers to design appropriate policy and formulate the strategyto retain there market in the competitive scenario. 1.4 OBJECTIVE OF THE STUDY 1. To study the range of product & service offered by Vodafone & Other GSM operators. 2. To know the performance of Vodafone & Other GSM operators. 3. To compare the service quality of Vodafone, Airtel, Aircel & BSNL. 4. To offer suitable suggestion based on the findings of the study. 1.5 SCOPE OF THE STUDYProjectsformba.blogspot.com 10
    • Projectsformba.blogspot.com This study is confined to preference of Which GSM operator’s customersProduct is Best towards Mobile services with Special reference to Vodafone, MaduraiDistrict.This study is an attempt to analyze 1. The study will help the company to understand the Mobile users choose the particular GSM connection. 2. The study will help the company to understand the Mobile users consider the particular GSM connection. 3. The Product OR Brand awareness of mobile users; 4. The Level of Satisfaction of Mobile Users. 5. Problems faced by the Mobile users. 6. Examine the factors which influence the choice of mobile services. And 7. Innovation in service & Product by the response & Suggestions given by the respondents. 1.6 LIMITATION OF THE STUDY 1. The survey was carried only in Madurai City, Madurai Outer & Dindingul, covering limited areas. Hence minimum number of customer meets. 2. The period of survey was restricted to five months hence information collected they’re limited. 3. The sample of 200 respondents may constitute a limitation due to its smallest nature of sample. 4. Biased opinion of some of the respondents. 1.7 CHAPTERISATIONProjectsformba.blogspot.com 11
    • Projectsformba.blogspot.com The present research report is branched off into six chapters as detailed below.Chapter I give a vivid account of the introduction about telecom industry, Statement of problem, objectives, scope, limitations and chapter Frame of the study.Chapter II Catches the area of profile of the company.Chapter III Captures the details of methodology.Chapter IV Reviews of literature.Chapter V Presented the detailed analysis of data collected.Chapter VI Sheds light on findings of the study, suggestions and conclusion.Projectsformba.blogspot.com 12
    • Projectsformba.blogspot.com CHAPTER – 2 PROFILE OF THE COMPANY CHAPTER - 2Projectsformba.blogspot.com 13
    • Projectsformba.blogspot.com Profile of the Company2.1 About Vodafone Vodafone is the world’s leading international mobile communications groupwith operations in 25 countries across five continents and over 200 millionproportionate customers by the end of January 2007, as theyll as 36 partner networks.For further information, please visit www.vodafone.com.2.2 About Essar Essar is one of India’s large corporate houses with 20,000 staff and businessinterests spanning high growth infrastructure sectors of steel, oil & gas, potheyr,telecommunications, shipping & logistics and construction. The group has built aportfolio of assets with expected revenues of US$10 billion in the year to March2008.2.3 About Hutchison Essar Hutchison Essar, which will be renamed Vodafone Essar, is a leading Indiantelecommunications mobile operator with 25 million customers currently,representing a 16.4% national market share. Hutchison Essar has over 6,000employees, operates in 16 circles and has licences in an additional six circles. In theyear to 31 December 2005, Hutchison Essar reported revenue of US$1.3 billion,EBITDA of US$415 million, and operating profit of US$313 million. In the sixmonths to 30 June 2006, Hutchison Essar reported revenue of US$908 million,EBITDA of US$297 million, and operating profit of US$226 million. Up until January 2006, Hutchison Essar had licences in 13 circles, of whichnine have 900 MHz spectrum. In January 2006, Hutchison Essar acquired BPLProjectsformba.blogspot.com 14
    • Projectsformba.blogspot.comMobile Cellular Limited, thereby adding three circles, each operating with 900 MHzspectrum. In October 2006, Hutchison Essar acquired Spacetel, adding six furtherlicences, with operations planned to be launched during 2007.The results ofHutchison Essar are prepared in accordance with Hong Kong Financial ReportingStandards which may differ in material respects from the accounting principlesapplied by Vodafone.2.4 They will be the communications leader in an increasinglyconnected world Vodafone Group Plc is the worlds leading mobile telecommunicationscompany, with a significant presence in Europe, the Middle East, Africa, Asia Pacificand the United States through the Companys subsidiary undertakings, joint ventures,associated undertakings and investments.The Groups mobile subsidiaries operateunder the brand name Vodafone. In the United States the Groups associatedundertaking operates as Verizon Wireless. During the last two financial years, theGroup has also entered into arrangements with network operators in countries wherethe Group does not hold an equity stake. Under the terms of these Partner Network Agreements, the Group and itspartner networks co-operate in the development and marketing of global servicesunder dual brand logos.At 31 December 2007, based on the registered customers ofmobile telecommunications ventures in which it had ownership interests at that date,the Group had 252 million customers, excluding paging customers, calculated on aproportionate basis in accordance with the Companys percentage interest in theseventures.The Companys ordinary shares are listed on the London Stock Exchangeand the Companys American Depositary Shares (ADSs) are listed on the New YorkStock Exchange. The Company had a total market capitalisation of approximately £99billion at 31 December 2007.Vodafone Group Plc is a public limited companyincorporated in England under registered number 1833679. Its registered office isVodafone House, The Connection, Newbury, Berkshire, RG14 2FN, England.Projectsformba.blogspot.com 15
    • Projectsformba.blogspot.com 2.5 Buiness Developmaent of the Vodafone Company Vodafone was formed in 1984 as a subsidiary of Racal Electronics Plc. Thenknown as Racal Telecom Limited, approximately 20% of the companys capital wasoffered to the public in October 1988. It was fully demerged from Racal ElectronicsPlc and became an independent company in September 1991, at which time itchanged its name to Vodafone Group Plc. Following its merger with AirTouch Communications, Inc. (‘AirTouch’), thecompany changed its name to Vodafone AirTouch Plc on 29 June 1999 and,following approval by the shareholders in General Meeting, reverted to its formername, Vodafone Group Plc, on 28 July 2000.Key milestones in the development ofVodafone can be found in the following sections, organised by year:2007 Vodafone agrees to acquire Tele2 Italia SpA and Tele2 TelecommunicationServices SLU from Tele2 AB Group. (October). Vodafone announces completion of the acquisition of Hutch Essar fromHutchison Telecommunications International Limited. (May). Safaricom, Vodafone’s partner in Kenya announces the launch of M-PESA, aninnovative new mobile payment solution that enables customers to complete simplefinancial transactions by mobile phone. (February). Vodafone agrees to buy a controlling interest in Hutchison Essar Limited, aleading operator in the fast growing Indian mobile market, (February). Vodafone announces agreements with both Microsoft and Yahoo! to bringseamless Instant Messaging (IM) services to the mobile which can be accessed fromboth the PC and mobile handsets. (February). Vodafone signs a series of ground-breaking agreements which will lead to themobilising of the internet. YouTube agrees to offer Vodafone customers speciallyrendered YouTube pages on their mobile phones.Projectsformba.blogspot.com 16
    • Projectsformba.blogspot.com With Google, Vodafone announces its intention to develop a location-basedversion of Google Maps for. With eBay, Vodafone announces it is to offer the neweBay mobile service to customers, With MySpace.com Vodafone announces anexclusive partnership to offer Vodafone customers a MySpace experience via theirmobile phones. (February).Vodafone reaches 200 million customers (January)2006 Sale of 25% stake in Switzerlands Swisscom (December) Sale of 25% stake in Belgiums Proximus. (August)The number of Vodafone live! customers with 3G reached 10 million in March 2006.They acquired Telsim Mobil Telekomunikasyon Hizmetleri (Turkey) in May 2006.Launch of mobile TV capability and Vodafone Radio DJ, which offers a personalised,interactive radio service streamed to 3G phones and PCs.3G broadband through HSDPA launched offering faster than 3G speeds.Japan business sold to SoftBank.‘Make the most of now’ global marketing campaign launched.Sir John Bond succeeds Lord MacLaurin as Chairman.2005 They completed the acquisition of MobiFon S.A. (Romania) and OskarMobile a.c. (Czech Republic) (May).Launch of Vodafone Simply, a new easy-to-use service for customers who want touse voice and text services with minimum complexity (May). Introduction of Vodafone Passport, a voice roaming price plan that providescustomers with greater price clarity when using mobile voice services abroad (May).Projectsformba.blogspot.com 17
    • Projectsformba.blogspot.com2004 They launched company’s first 3G service in Europe with Vodafone MobileConnect 3G/GPRS data card. They have 14 Partner Networks with new agreements in Cyprus, Hong Kongand Luxemb company’sg. Vodafone live! with 3G launched in 13 markets (November).2003 At the GSM Association Awards Ceremony in Cannes, France, they won themobile industrys most prestigious awards in two categories, Best Consumer WirelessApplication or Service and Best Television or Broadcast Commercial for its globalconsumer service, Vodafone live! company’s premium handset for Vodafone live!,the Sharp GX10, won the Best Wireless Handset Award for the Sharp Corporation. Vodafone live! attracts 1 million customers in its first six months.Verizon Wireless and Vodafone co-operate on laptop e-mail, internet and corporateapplications access for the US and Europe. Arun Sarin succeeds Sir Christopher Gent as Chief Executive.2002 They trial company’s global mobile payment system in the UK, Italy andGermany. The trial enables customers to purchase physical and digital goods usingtheir mobile phone. They launch the first commercial European GPRS roaming service. Customersare able to seamlessly access services such as corporate e-mail, intranet andpersonalised information on their mobile phones, laptops or PDAs over GPRS.TheVodafone Group Foundation is launched, with plans to contribute £20 million tocommunity programmes, guided by the Group Social Investment Policy.Projectsformba.blogspot.com 18
    • Projectsformba.blogspot.com In October, they announce the launch of Vodafone live!, a new consumerproposition, and Mobile Office, a new business proposition. In November, VodafoneRemote Access is launched as part of Mobile Office. The service gives businesscustomers an easy way to connect to their corporate LAN to access e-mail, calendarand other business specific applications whilst on the move.2001 They acquire Irelands leading mobile communications company, Eircell. Vodafone and China Mobile (Hong Kong) ltd (CHMK) sign a strategic alliance agreement. The Group completes the acquisition of a 25% stake in Swisscom Mobile. They introduce instant messaging to company’s networks, a faster and more efficient way to communicate using text messages via SMS or WAP. First global communications campaign launched in August. The campaignfeatures TV, cinema, print, online and outdoor media, each version asking thequestion, How are you?. First Vodafone Partner Agreement with TDC Mobil A/S, Denmarks leadingmobile operator. The agreement is the first of its kind in the mobile industry andmeans Vodafone and TDC Mobil will cooperate in developing, marketing andadvertising international roaming products and services to international travellers andcorporate customers. They make the words first 3G roaming call (bettheyen Spain and Japan).Projectsformba.blogspot.com 19
    • Projectsformba.blogspot.com2000 On 4 February, terms are agreed with the Supervisory Board of Mannesmannby which Mannesmann would become a part of the Vodafone community. Thetransaction almost doubles the size of the Vodafone Group. The agreement to acquire Mannesmann AG receives European Commissionclearance on 12 April 2000. Verizon Wireless is launched in May, the combination of VodafoneAirTouchs and Bell Atlantics US cellular, PCS and paging assets.Projectsformba.blogspot.com 20
    • Projectsformba.blogspot.com 2.6 Organisation structureProjectsformba.blogspot.com 21
    • Projectsformba.blogspot.com 2.7 More than mobile Mobile is always at the heart of what they do, but now they are moving intointegrated mobile and PC communication services. They are doing that in two ways – wirelessly through 3G and HSDPA (High-Speed Download Packet Access), but also using fixed line broadband services likeDSL (Digital Subscriber Line). company’s customers benefit from a complete Vodafone experience in andout of their homes and offices. They are notified about email with company’sconsumer push email service, access existing instant messaging services on the move,and share images and video captured on their handsets. They offer a suite of products that, starting with voice calls, offers company’scustomers an alternative to a traditional fixed telephone line. Vodafone Zuhause inGermany and Vodafone Casa in Italy, provide company’s customers with an easy-to-use mobile service, combined with low-cost fixed line telephony and DSL (DigitalSubscriber Line) broadband. They have extended company’s reach into the office by delivering richerbusiness applications and integrated fixed and mobile services, such as higher speedinternet access. With developments in technology they can provide integrated mobile and PCofferings to give company’s customers a consistent experience whether they are athome or on the move.Projectsformba.blogspot.com 22
    • Projectsformba.blogspot.com 2.8 Total communications They enrich company’s customers’ lives by enabling them to communicate inan increasingly connected world. They provide a range of voice and data mobile telecommunications services,including text messages (SMS), picture messages (MMS) and other data services.They are continually developing and enhancing service offerings particularly throughthird generation (3G) mobile technology, which is being deployed in the majority ofcompany’s operations. company’s mobile services are offered over the GSM network on which aGeneral Packet Radio Service (GPRS) is also provided. The move to higherperformance 3G (W-CDMA) networks is theyll underway in the bulk of company’soperations, and they are now in the process of upgrading these networks to 3Gbroadband (HSDPA) with the promise of even higher data rates. Mobile is always at the heart of what they do, but now they are moving intointegrated mobile and PC communication services, by combining fixed-line DigitalSubscriber Line (DSL) broadband offers with company’s core mobile services.Projectsformba.blogspot.com 23
    • Projectsformba.blogspot.com 2.9 Mobile evolution company’s mobile communications technology has advanced rapidly sinceVodafone launched the first national UK network on 1 January 1985. With this first generation (1G) technology most mobile phones theyre installedin cars, potheyred by the car battery and used roof-mounted antennas to improvereception of the analogue signal.The analogue services set up in countries acrossEurope during the late 1980s theyre often not compatible, with subscribers unable touse the same mobile phone moving from one country to the next. To solve this and other problems a new standard known as the Global Systemfor Mobile Communications (GSM) was developed. This standard used digitaltechnology, converting speech into binary code. Since Vodafone launched the firstdigital network in 1991, GSM has become the main standard for mobilecommunications worldwide. Second generation (2G) digital technology added the ability to transmit dataalong with voice over mobile networks and was the origin of internet access on themove. Wireless Application Protocol (WAP), a standard for internet-based servicesaccessible on small mobile phone screens, provided early information services likenews, movie start times and even the live Vodafone share price. Data transmission rates edged upwards with the introduction of GeneralPacket Radio Service (GPRS), which enabled internet and email access and had theadditional benefit of an always-on internet connection on handsets.GPRS was thestepping stone to today’s third generation (3G) technology. 3G data rates (at a peakrate of 384 Kbps) are about seven times faster than a fixed line dial-up connection. Astheyll as offering high-speed internet and email access, 3G enables video calling, fulltrack music downloads, mobile TV and more. The latest leap in data transmission speeds comes via High-Speed DownlinkPacket Access (HSDPA), offering similar speeds to current Digital Subscriber Line(DSL) broadband.Projectsformba.blogspot.com 24
    • Projectsformba.blogspot.com 2.10 Total communications Services and devices that are easy to use, that connect you to y company’sfriends, family, work, information and entertainment, wherever you are and whateveryou’re doing at the best available price. Straightforward, reliable and good value. Find out about Vodafones services and how they have made us the worldsleading communications company 2.11 Mobile network infrastructure company’s mobile network infrastructure lets company’s customers makeand receive voice calls and use other services such as internet access and even mobileTV.2.11.1 Making calls When a voice call or data transmission is made on a mobile device, voice ordata is sent from the device and transmitted by low potheyred radio signals to thenearest base station, which in turn is connected to company’s network. Each base station provides coverage over a given geographic area, oftenreferred to as a cell. Cells can be as small as an individual building or as large as 20miles across. Each cell is equipped with its own radio transmitter and receiverantenna. This network of cells provides, within certain limitations, coverage over theservice area. When someone using a mobile device approaches the boundary of one cell,the mobile network senses that the signal is becoming theyak and automatically handsover the call to the transmission unit in the next cell into which the device is moving. If the voice call or data transmission is intended for delivery to another devicewhich is not on company’s network, the information is delivered through a public orprivate fixed line telephone network or the internet.Projectsformba.blogspot.com 25
    • Projectsformba.blogspot.com In a second generation (2G) network, each cell contains a base station using anumber of radio frequencies or channels. A group of base stations is connected to abase station controller, which in turn is connected to a mobile switching centre andthen via a gateway support node for access to a fixed line network or the internet.2.11.2High-speed data In a third generation (3G) network, voice or data traffic is passed through a‘node B’, similar to a base station in a 2G network, to a radio network controller,which is then connected to a mobile switching centre, similar to a 2G network. They have started to upgrade company’s existing 3G networks to offer 3Gbroadband (High-Speed Downlink Packet Access) which enables data transmissionspeeds of up to 1.8 Mbps in the first phase, with potentially up to 14.4 Mbpsachievable with later releases. This will provide company’s customers with fasteraccess speeds than experienced on existing 3G networks.HSDPA is enabled bydeploying new software in the 3G radio network and expanding the processingcapabilities of the ‘node B’. Significant performance benefits are achieved by usingthe radio interface more effectively. HSDPA is supported on recent Vodafone Mobile Connect Data Cards andcompatible Vodafone live! handsets in many of company’s mobile operations. While HSDPA focuses on downlink (network to mobile), they are alsoworking on improving the data speeds in the uplink (mobile to network) to achievespeeds of up to 384kbps.Projectsformba.blogspot.com 26
    • Projectsformba.blogspot.com 2.12 company’s global footprint Find out where Vodafone is present, where they have subsidiaries, affiliatesand partner networks.View an interactive map by clicking Where you find us below. 2.13 Information for suppliers, contractors, service providers and consultants This portal provides information for suppliers, contractors, service providersand consultants wanting to work with Vodafone.They want you to have as muchinformation as possible about Vodafone, how they work and what is important to us.That way, they will work together effectively and efficiently – and maintain thehighest standards of quality, safety, security and responsibility across company’sbusinesses worldwide. They’re in the business of winning, serving and keeping customers so howthey go about company’s work and care for them is very important.That’s wherecompany’s partnerships with you are so critical and it’s why they need you to be clearabout what working with us means. Do that and y company’s business benefits asmuch as company’ss does. Read on to learn more about us and share company’s approach to deliveringthe very best for company’s customers.View more information on how company’sSupply Chain approaches managing company’s corporate responsibility.Projectsformba.blogspot.com 27
    • Projectsformba.blogspot.com 2.14 company’s strategic objectives They updated company’s strategy in 2006 to address changing customer needs,the availability of new technologies, a growing demand for broadband services andthe greater growth potential of emerging markets. This new strategy is positioning ustheyll as competition and regulatory pressures increase and company’s customershave greater choice in communications. company’s strategy is founded on five corestrategic objectives: • Revenue stimulation and cost reduction in Europe • Innovate and deliver on company’s customers’ total communications needs • Deliver strong growth in emerging markets • Actively manage company’s portfolio to maximise returns • Align capital structure and shareholder returns policy to strategy The past 12 months have been an important period for Vodafone. Theyupdated company’s strategy in 2006 to address changing customer needs, theavailability of new technologies, a growing demand for broadband services and thegreater growth potential of emerging markets. This new strategy is positioning ustheyll as competition and regulatory pressures increase and company’s customershave greater choice in communications. Operationally, they have grown new revenue streams across the Group andimplemented numerous programmes to significantly reduce company’s cost base.company’s emerging markets assets have continued to show strong growth andcompany’s recent acquisition in India significantly increases company’s presence inhigh growth markets. company’s customer franchise was further strengthened boththrough organic growth and acquisition and now exceeds 206 million proportionatecustomers. They have met or exceeded company’s stated financial expectations forthe year in all areas. Robust cash generation continues to support returns tocompany’s shareholders, with dividends per share increasing by 11.4% to 6.76 penceper share, representing a payout of 60% of company’s adjusted earnings per share of11.26p.Projectsformba.blogspot.com 28
    • Projectsformba.blogspot.com They have made good progress executing company’s updated strategythroughout the year and they are now beginning to realise some positive early results.They will remain focused on executing company’s strategic objectives in the yearahead and believe y company’s business is theyll positioned to be the leader in thecommunications industry.2.14.1 Delivering on company’s strategy company’s focus on executing this strategy has generated positive resultsacross a number of areas.2.14.2 Revenue stimulation and cost reduction in Europe In Europe, company’s focus is to drive additional usage and revenue fromcore mobile voice and messaging services and to reduce company’s cost base. Central to stimulating revenue is driving mobile usage through larger minutebundles, innovative tariffs, prepaid to contract migrations and targeted promotions.They are also focused on leveraging company’s market leading position in thebusiness segment, which represents 25% of company’s service revenue in Europe.New tariff options have been launched in the UK and Germany that stimulated usageand in Italy they ran successful voice and messaging promotions during the year thatincreased revenue per customer. They also continued to perform theyll in Spain,driving an increase in total voice minutes of around 30%. Hotheyver, pricing pressureis expected to remain strong in the year ahead and improving price elasticity is core tocompany’s revenue stimulation objective in Europe. Over 11 million customers now benefit from lotheyr roaming pricing throughVodafone Passport and company’s European customers are now benefiting fromcompany’s commitment to reduce roaming prices by 40% compared to summer 2005.They expect roaming revenues to be lotheyr year on year in 2008 due to the combinedeffect of Vodafone’s own initiatives and direct regulatory intervention.Projectsformba.blogspot.com 29
    • Projectsformba.blogspot.com During the year, they began implementing the core cost reduction programmesthey developed last year. They have successfully outs company’sced IT applicationdevelopment and maintenance and they are theyll on track to deliver expected unitcost savings of approximately 25% to 30% within two to f company’s years. They have also made faster than expected progress on data centreconsolidation, with anticipated savings of 25% to 30% in one to two years.Centralisation of company’s network supply chain management was also completedin April 2007 and is expected to reduce costs by around £250 million within one year. In addition, they are seeking to reduce the longer term cost of ownership ofcompany’s networks through network sharing arrangements and have announcedinitiatives in Spain and the UK. While many of these cost initiatives are multi-year programmes that areexpected to deliver significant benefits over time, they are focused on realising someearly savings in the year ahead and, for Europe and common functions, continue totarget a 10% mobile capital expenditure to revenue ratio next year, with broadly stablemobile operating expenses compared to the 2006 financial year.2.14.3 Innovate and deliver on company’s customers total communicationsneeds There are several key initiatives underway in this area and they expect these tobegin to become more significant to the Group towards the end of next year. As part of company’s drive to substitute fixed line usage with mobile, theyhave launched several fixed location pricing plans offering customers fixed line priceswhen they call from within or around their home or office. These offerings targetfixed to mobile substitution from home and office environments and are provingpopular with customers. Vodafone At Home and Vodafone Office are currentlyavailable in seven markets for consumers and ttheylve markets for businesses, withover three million and over two million customers respectively.Projectsformba.blogspot.com 30
    • Projectsformba.blogspot.com Complementary to company’s high speed mobile broadband (HSDPA)offerings, Vodafone is now offering fixed broadband services (DSL) in five markets.With the exception of Arcor, company’s fixed line business in Germany, theprovision of these services to date has been on a resale basis. They will continue todevelop company’s approach for the provision and roll out of DSL services on amarket by market basis and in some cases may complement company’s resaleapproach by building or acquiring company’s own infrastructure where the returnsjustify the investment. They are also developing products and services to integrate the mobile and PCenvironments by enhancing company’s Vodafone live! service and formingpartnerships with leading internet players. In the coming months, company’scustomers will be able to experience PC to mobile instant messaging with Yahoo! andMicrosoft, search with Google, auctions via eBay, videos through YouTube and socialnetworking with MySpace, all via their mobile. Mobile advertising is also apotentially significant future revenue stream for company’s business. They havesigned agreements with Yahoo! in the UK and leading providers in Germany and Italyto enter into this new business through banner and content based advertising.2.14.4 Deliver strong growth in emerging markets company’s focus is to build on company’s strong track record of creatingvalue in emerging markets. They have delivered further strong growth in company’sexisting operations in Egypt, Romania and South Africa. company’s recentacquisition in Turkey has performed ahead of company’s business plan at the time ofthe acquisition, with strong revenue growth and better than expected profitability. The acquisition of interests in Hutchison Essar accelerates Vodafones move toa controlling position in a leading operator in India and significantly increasescompany’s presence in emerging markets. With market penetration of around 14% and with a population of over 1.1billion, India provides a very significant opportunity for future growth. They lookforward to bringing Vodafones products, services and brand to the Indian market.Projectsformba.blogspot.com 31
    • Projectsformba.blogspot.com2.14.5 Actively manage company’s portfolio to maximise returns company’s strategy is to invest only where they can generate superior returnsfor company’s shareholders. They look to invest in markets that offer a strong localposition, with a focus on specific regions, with any transactions subject to strictfinancial investment criteria. In line with this strategy, they executed a number of transactions during theyear. They sold company’s non-controlling interests in Belgium and Switzerland atattractive valuations, with cash proceeds of £1.3 billion and £1.8 billion respectively.More recently, they increased company’s emerging markets presence with anadditional 4.8% interest in Vodafone Egypt and gained control in India for £5.5billion in May 2007.They remain committed to company’s investment in VerizonWireless in the US which continues to deliver strong performances on all key metrics,with record customer growth, due in part to a market leading low churn rate, andcontinued success in driving the uptake of non-voice services.2.14.6 Align capital structure and shareholder returns policy to strategy In May 2006, they outlined a new capital structure and returns policyconsistent with the operational strategy of the business, resulting in a targeted annual60% payout of adjusted earnings per share in the form of dividends. They also movedto a higher level of gearing and, having returned over £19 billion to shareholdersexcluding dividends in the two previous financial years, including a £9 billion one-offreturn in August 2006, they have no current plans for further share purchases oronetime returns. The Board remains committed to its existing policy of distributing 60% ofadjusted earnings per share by way of dividend. Hotheyver, in recognition of theearnings dilution arising from the Hutchison Essar acquisition, it has decided that itwill target modest increases in dividend per share in the near term until the payoutratio returns to 60%.Projectsformba.blogspot.com 32
    • Projectsformba.blogspot.com2.14.7 Prospects for the year ahead company’s focus in the year ahead will be on improving price elasticity inEurope, achieving more savings from company’s cost reduction programmes,delivering on company’s total communications strategy and beginning to realise thevery significant growth opportunity in India.They expect market conditions to remainchallenging for the year ahead in Europe, notwithstanding continued positive trends indata revenue and voice usage. Overall growth prospects for the EMAPA regionremain strong due to increasing market penetration and they are further enhanced bythe recent acquisition in India. Against this background, Group revenue is expected to be in the range of£33.3 billion to £34.1 billion, with adjusted operating profit in the range of £9.3billion to £9.8 billion. Capital expenditure on fixed assets is anticipated to be in therange of £4.7 billion to £5.1 billion, including in excess of £1.0 billion in India. Freecash fl ow is expected to be £4.0 billion to £4.5 billion, after taking into account £0.6billion of payments related to long standing tax issues, a net cash outflow of £0.8billion in respect of India and a £0.5 billion outflow from items rolling over from2007. They have completed the first year under company’s new strategy and I amexcited by the start they have made. They have made good progress towards fulfillingcompany’s total communications vision and this is a j company’sney that they are alllooking forward to taking at Vodafone. They are theyll placed to continue executing company’s strategy in the yearahead, to deliver the core benefits of mobility to company’s customers and togenerate superior returns for company’s shareholders. Arun Sarin - Chief Executive.Projectsformba.blogspot.com 33
    • Projectsformba.blogspot.com 2.15 The Vodafone Group Foundation The Vodafone Group Foundation received recognition as registered charitynumber 1089625 from the Charity Commission for England and Wales on 4December 2001.The Vodafone Group Foundation is driven by one of the fcompany’s Passions ofVodafone Group - Passion for the World Around Us . The VGF is at the centre of a network of global and local social investmentprogrammes. Globally, company’s Foundations make social investments by fundingprojects which support disaster relief and preparedness or fund sport and musicprojects which benefit some of the most disadvantaged young people and theircommunities. Locally, company’s social investment is delivered by a unique footprintof 24 Vodafone Foundations and social investment programmes. Company’sFoundations make social investments that help the people of the world to lead fullerlives by: • Sharing the benefits of developments in mobile communications technology as widely as possible; • Supporting the local communities in which Vodafone operates; • Helping to alleviate suffering in disaster areas; • Supporting sport and music projects to benefit young people and their communities; • Promoting the health and theyll-being of young people; and • Protecting the natural environment.2.15.1 Company’s Focus: The Vodafone Group Foundation is at the centre of a network of global andlocal social investment programmes. Globally, the Vodafone Group Foundation makes a social investment byfunding projects which are supporting disaster relief and preparedness or fundingsport and music projects which benefit some of the most disadvantaged young peopleand their communities. The projects they support are regional in scope.Projectsformba.blogspot.com 34
    • Projectsformba.blogspot.com Locally, company’s social investment is delivered by a unique footprint of 23local Vodafone foundations and social investment programmes (with one currentlybeing registered). These foundations respond to the needs of the communities in whichVodafone operates and they celebrate their diversity and the tangible contribution anddifference they make to peoples lives. Through the Group and local foundations, Vodafone is proud of itscontribution and company’s ambition is to go on making a difference both globallyand locally in the communities in which Vodafone operates.2.15.2 Local Foundations:Locally, company’s social investment is delivered by a unique footprint of 23Vodafone Foundations and social investment programmes (with one currently beingregistered).These foundations respond to the needs of the communities in which Vodafoneoperates and they celebrate their diversity and the tangible contribution and differencethey make to peoples lives.Projectsformba.blogspot.com 35
    • Projectsformba.blogspot.com2.15.3 The following local foundations exist in the Vodafone Local OperatingCompanies: • Vodafone Australia Foundation • Vodafone Czech Republic Foundation • Vodafone Egypt Foundation • Vodafone Germany Foundation • Vodafone Hungary Foundation • Vodafone Ireland Foundation • Vodafone Italy Foundation • Vodafone Netherlands Foundation • Vodafone Poland Foundation • Vodafone New Zealand Foundation • Vodafone Portugal Foundation • Vodafone Romania Foundation • Vodafone Spain Foundation • Vodafone Turkey Foundation • Vodafone UK Foundation • Vodafone-US Foundation2.15.4 Other associated company foundations include: • Bharti Foundation • The Safaricom Charitable Foundation (Kenya) • Vodacom Foundation • Vodafone ATH Fiji FoundationIn addition to the above, the following local operating companies are registeringfoundations and in the meantime, the Vodafone Group Foundation has granted fundsfor charitable projects recommended by the company. • Vodafone Albania • Vodafone GreeceProjectsformba.blogspot.com 36
    • Projectsformba.blogspot.com 2.16 Future Innovation2.16.1 Collaboration and partnerships company’s partnerships with hardware vendors are a viable and successfulway of conducting research into future products and services, at the same timeavoiding duplication of work being done elsewhere. Sometimes, it makes sense toshare knowledge and to join forces in exploring new technology and services.Vodafone Group R&D has long recognised this, setting up joint research projects withprominent partners to shorten development time, deepen business relationships and toenhance its own technology and implementation competence. They also maximise company’s contact with creative researchers by leadingfunded research with key universities worldwide and guiding research programmeslike the Wireless World Initiative.2.16.2 Worldwide innovation They engage innovators all over the world to bring company’s customers thebest communications technologies and products. Innovations in mobile advertising are gaining momentum, along withdeveloping mobile TV services. Further interest for the future is in richcommunications within community and other applications, which will allowcompany’s customers to make calls, share pictures and other media all within a singleapplication.2.16.3 Vodafone Receiver Receiver is company’s magazine for future thinkers, attracting a wide rangeof influential writers and industry leaders. This is a neutral space, where pioneerthinkers challenge you to discuss exciting and future-oriented aspects ofcommunications technologies. Launched six years ago, receiver is now established asone of the industrys key idea generators.Projectsformba.blogspot.com 37
    • Projectsformba.blogspot.com2.16.4 Receiver #19 - communities This Receiver issue is all about tracking the miscellaneous connectionsbettheyen individuals turned into familiar strangers through mediated communication 2.17 Future Vision The future is unfolding around us. Over the next decade they will be able tosee all sorts of differences that they can barely imagine today.In the Vodafone FutureVision Theybsite you can explore what they think that future might look like,experience some of the changes they believe will happen, and tell us what you thinkof them. Vodafone is working hard to mobilize tomorrows world, but they need ycompany’s input. You are company’s partners in innovation, helping to shape afuture that offers the mobile services they want, and brings us closer to the peoplethey care about, wherever they Are In The world. Together they can build a futurethat turns this vision into reality.Projectsformba.blogspot.com 38
    • Projectsformba.blogspot.com CHAPTER – 3 RESEARCH METHODOLGYProjectsformba.blogspot.com 39
    • Projectsformba.blogspot.com CHAPTER - 3 3.1 Research Methodology Research connotes a systematic and objective investigation of a subject orproblem in order to discover relevant information or principals. Marketing Research isthe function which links the consumer, customer and public to the market throughinformation used to identify and define marketing opportunity and problem, generateand evaluate. Marketing action monitors performance and improve marketingresearch process. The Success of a research depends mostly on the method on which it is carriedout. The applied method will improve the validity of finding. This chapter discussesthe method of data collection. It is defined as “A systematic gathering, recording and analyzing of data’sabout problems relating to marketing 0f goods and services” It enables the companies to understand the needs and wants of the customersand helps them in making decisions.3.2 Research Design The Research Design Is Purely and Simply The frame work or plan for a studythat guides the collection or analysis of data research design has been considered ahighly specialized tool for success of a research programmed. Research is a plan,structure & strategy of investigation conceived so as to obtain answer to researchquestion & control variance.3.2.1 Descriptive Study Descriptive study includes survey and facts finding enquiry of different kinds.The major purpose of descriptive research is descriptive of the state of affairs as it isat present. It portrays the characteristics of a particular situation, group orcommunities. It begins with a research about past form of the problem. The mainobjective of the descriptive design is to acquire knowledge.Projectsformba.blogspot.com 40
    • Projectsformba.blogspot.com3.3 METHOD FOR DATA COLLECTION Collection of data is of at most importance for a research investigation. If thedata is not adequate and accurate, the findings are bound to be misleading. This studyhas used both primary & secondary data.3.3.1 Primary Data The data collected directly from the respondent is referred as primary data.Data was collected through primary sources. The primary data was collected throughStructured Questionnaire with consumer respondents.3.3.2 Secondary Data The secondary data is collected through Books, Magazines and their web sitescarrying.3.3.3 Research Instrument Used The questionnaire has been drowsed as the research instrument for acquiringinformation from the respondents. Closed end Questions persecuting all a PossibleAnthers Has been Made Use of multiple choice questions has been put forth to avoidiniquity in response from the respondents3.4. PERIOD OF THE STUDY The study has been conducted during January 2008 to May 2008.3.5 AREA OF THE STUDY The study was conducted in the Rural, Urban and Semi-Urban areas ofselected southern districts, namely Madurai, Dindingul and Sivagangai districts. Thesamples were taken in different place of these districts.Projectsformba.blogspot.com 41
    • Projectsformba.blogspot.com3.6 TOOLS FOR DATA ANALYSIS Extracting meaningful information the data collected and analyzing theinformation statistically. Analysis of the collected data was done with the help oftables, graphs. Extracting meaningful information from the data collected and analyzing theinformation from the data collected and analyzing the information statistically Analysis of the collected data was done with the help of tables, graphs andstatistical analysis tools like Chi-square. • Percentage method • Graph method • Rank analysis • Chi- square test.3.7 SAMPLEINGSample size = 200 The size of the sample is an important problem to be decided in case ofsampling, this is because the size has a direct barring upon accuracy, time, cost andadministration of the survey. An optimum sample in survey is one which fulfills therequirements of efficiency, representative ness, reliability and flexibility. In thesemethods of sampling is that is know as convenience sampling.Projectsformba.blogspot.com 42
    • Projectsformba.blogspot.com CHAPTER - 4 LITERATURE REVIEWProjectsformba.blogspot.com 43
    • Projectsformba.blogspot.com CHAPTER - 4 REVIEW OF LITERATURE4.1. Introduction: • Service quality of mobile operators. • Role of competition in growing Markets in telecom sectors. • Preference in cellular service providers in the post liberalization era.4.2. Dr. Sanjeev panandikar and Mr. Rahul rajpur studied that comparative studyon service quality of mobile operators. The objectives were to determine the degree ofsatisfaction of user of all the services. They revealed that bad quality of service lead todissatisfaction of the consumers influence in this suggestion. They suggested that theservice quality of mobile operators concentrate on service performance and givesgood quality of service to the customers.4.3. Srivasatava.R, Jatin bhangde and Nirav Bhatt studied that role of competitionin growing markets in telecom sector. The objectives were to understand theimportance of value additions and pricing strategies. They found that price and poorservices customers reason for switched influence high in this suggestion. Theysuggested that the telecom sectors to provide extra value added features and highquality services at competitive price, so that customers do not switch to otheroperators.4.4. Revathi.S. And Padmavathy.S. Studied that Preference in cellular serviceproviders in post liberalization. The objectives were to examine the factorsinfluencing the user’s choice. They found that Lack of coverage influence high in thissuggestion. They suggested that the service providers should try to increase theswitching centers to rectify the problem of lack of coverage.Projectsformba.blogspot.com 44
    • Projectsformba.blogspot.com CHAPTER – 5 DATA ANALYSIS & INTERPRETATIONProjectsformba.blogspot.com 45
    • Projectsformba.blogspot.com CHAPTER – 5 DATA ANALYSIS & INTERPRETATIONTable: 5.1 AGE OF THE RESPONDENTS Particulars No. of Respondents % of Respondents Below 25 131 65.5 25-50 50 25 Above 50 19 9.5 0ver all total 200 100InterpretationIt is revealed from the above table 5.1 65.5% of respondents are below 25 years, 25% of respondents are 25 – 50years old, &9.5% of respondents are above 50 years old. AGE OF THE RESPONDENTS 19 Above 50 50 25-50 131 Below 25 0 20 40 60 80 100 120 140 No. of RespondentsTable: 5.2 GENDERSProjectsformba.blogspot.com 46
    • Projectsformba.blogspot.com InterpretationParticulars Airtel Vodafone Aircel BSNL 0ver all total No. of Res % No. of Res % No. of Res % No. of Res % No. of Res % Male 48 24 47 23.5 30 15 18 9 143 71.5 Female 21 10.5 19 9.5 11 5.5 6 3 57 28.5 0ver all 69 34.5 66 33 41 20.5 24 12 200 100 total It is revealed from the above table 5.2 24% of respondents are male in Airtel.23.5% of respondents are male in Vodafone.10.5% of respondents are female in Airtel. & 9.5% of respondents are female in Vodafone. 48 47 50 GENDER 45 40 35 30 30 25 21 19 20 18 15 11 10 6 5 0 No. of Res No. of Res No. of Res No. of Res Airtel Vodafone Aircel BSNL Female Male Table: 5.3 OCCUPATIONS Airtel Vodafone Aircel BSNL 0ver all total Particulars No.of % No.of % No.of % No.of % No.of % Projectsformba.blogspot.com 47
    • Projectsformba.blogspot.com Student 25 12.5 21 10.5 12 6 6 3 64 32 Private / 10 5 18 9 12 6 6 3 46 23Governmen t Business 25 12.5 17 8.5 10 5 6 3 58 29Professional 9 4.5 10 5 7 3.5 6 3 32 16 Over all 69 34.5 66 33 41 20.5 24 12 200 100 Total Interpretation It is revealed from the above table 5.3 12.5% of respondents are students & businessman in Airtel users, 10.5% respondents are students in Vodafone users. & 8.5% of respondents are businessman in Vodafone users. 30 OCCUPATION 25 25 25 21 20 18 17 15 12 12 10 10 10 10 9 7 6 6 6 6 5 0 No.of No.of No.of No.of Airtel Vodafone Aircel BSNL Student Private / Business Professional Table: 5.4 MONTHLY INCOMES Projectsformba.blogspot.com 48
    • Projectsformba.blogspot.com Particular Airtel Vodafone Aircel BSNL Total No.of % No.of % No.of % No.of % No.of %Below – 3k 9 4.5 6 3 4 2 2 1 21 10.5 3k – 5k 23 11.5 18 9 15 7.5 8 4 64 32 5k – 10k 25 12.5 20 10 12 6 8 4 65 32.5Above – 10k 12 6 22 11 10 5 6 3 50 25Over all total 69 34.5 66 33 41 20.5 24 12 200 100 Interpretation It is revealed from the above table 5.4 12.5% of Airtel respondents are 5k – 10k monthly income holders, 11.5% of Airtel respondents are 3k – 5k monthly income holders. & 10% of Vodafone respondents are 5k – 10k monthly income holders. 25 25 23 MONTHLY INCOMES 22 20 20 18 15 15 12 12 10 9 10 8 8 6 6 4 5 2 0 Airtel Vodafone Aircel BSNL Below – 3k 3k – 5k 5k – 10k Above – 10k Table: 5.5 EDUCATIONAL QUALIFICATIONS Particular Airtel Vodafone Aircel BSNL Total No.of % No.of % No.of % No.of % No.of % 10h 10 5 15 7.5 8 4 3 1.5 36 18 12th 20 10 17 8.5 14 7 8 4 59 29.5 Projectsformba.blogspot.com 49
    • Projectsformba.blogspot.comU.G 25 12.5 23 11.5 10 5 7 3.5 65 31P.G 14 7 11 5.5 9 4.5 6 3 40 20Total 69 34.5 66 33 41 20.5 24 12 200 100 No. of % of Respondents Respondents Airtel 69 34.5 Vodafone 66 33 Aircel 41 20.5 BSNL 24 12 Over all total 200 100 Interpretation It is revealed from the above table 5.5 12.5% of Airtel respondents are study up to U.G level, 11.5% of Vodafone respondents are study up to U.G level, and 10% of Airtel respondents are study up to 12th level. 6 Educational Qualifications 7 BSNL 8 3 9 10 Aircel 14 8 11 23 Vodafone 17 15 14 25 Airtel 20 10 10h 12th U.G P.G Table – 5.6 - GSM Connection Users Projectsformba.blogspot.com 50
    • Projectsformba.blogspot.comInterpretationsIt is revealed from the above table 5.634.5% of respondents are Airtel connection users.33% of respondents are Vodafoneconnection users.20.5%of respondents are Aircel connection users. And balance12% of respondents are BSNL connection users. GSM Connection Users BSNL 12% Airtel Aircel 34% 21% Vodafone 33% Airtel Vodafone Aircel BSNLTable – 5.7 - Know about your Brand No. of RankProjectsformba.blogspot.com 51
    • Projectsformba.blogspot.com Respondents TV 40 II News paper 15 III Magazines 0 IV Friends & Relatives 145 IInterpretationsIt is revealed from the above table 5.772.5% of respondents are known about company’s brand in Friends & Relatives.20%of respondents is known about company’s brand in TV.7.5% of respondents areknown about company’s brand in News paper. know your Brand 145 160 140 120 100 80 60 40 40 15 0 20 0 TV News paper Magazines Friends & RelativesTable – 5.8 - Prefer For Your Mobile Service No. of % of Respondents RespondentsProjectsformba.blogspot.com 52
    • Projectsformba.blogspot.com Postpaid 0 0 Prepaid 200 100 Over all total 200 100InterpretationsIt is revealed from the above table 5.8100% of respondents are using only prepaid connection. Prefer for your Mobile Service 200 150 100 50 0 Postpaid PrepaidTable – 5.9 - Aware of the Vodafone Products & Services No. of % ofProjectsformba.blogspot.com 53
    • Projectsformba.blogspot.com Respondents Respondents Yes 200 100 No 0 0 Over all total 200 100InterpretationsIt is revealed from the above table 5.9100% of respondents are Aware of the Vodafone Prepaid Product & Service. Aware of the vodafone products & Services 200 200 150 100 50 0 0 Yes NoTable – 5.10 - Satisfaction with GSM ConnectionProjectsformba.blogspot.com 54
    • Projectsformba.blogspot.com Airtel Vodafone Aircel Bsnl Total Particulars No. of % No. of % No. of % No. of % No. of % Res. Res. Res. Res. Res. Highly satisfied 56 81.2 57 86.4 24 58.5 10 41.7 147 73.5 Satisfied 13 18.8 9 13.6 17 41.5 14 58.3 53 26.5 Neutral 0 0 0 0 0 0 0 0 0 0 Dissatisfied 0 0 0 0 0 0 0 0 0 0Highly Dissatisfied 0 0 0 0 0 0 0 0 0 0 0ver all total 69 100 66 100 41 100 24 100 200 100 Interpretations It is revealed from the above table 5.10 86.4% of respondents are Highly Satisfied with Vodafone connection activation.81.2% of respondents are Highly Satisfied with Airtel connection activation.58.5% of respondents are Highly Satisfied with Aircel connection activation.58.3% of respondents are satisfied with BSNL connection activation Satisfaction with GSM Connection 56 57 60 50 40 30 24 17 20 13 14 9 10 10 0 0 0 0 0 0 0 0 0 0 0 0 0 Airtel Vodafone Aircel BSNL Highly Satisfied Satisfied Neutral Dissatisfied Strongly Dissatisfied Table – 5.11 - Satisfaction of Network Coverage Projectsformba.blogspot.com 55
    • Projectsformba.blogspot.com Airtel Vodafone Aircel Bsnl Total Particulars No. of % No. of % No. of % No. of % No. of % Res. Res. Res. Res. Res. Highly satisfied 44 63.8 44 66.7 20 48.8 11 45.8 119 59.5 Satisfied 25 36.2 22 33.3 21 51.2 13 54.2 81 40.5 Neutral 0 0 0 0 0 0 0 0 0 0 Dissatisfied 0 0 0 0 0 0 0 0 0 0Highly Dissatisfied 0 0 0 0 0 0 0 0 0 0 0ver all total 69 100 66 100 41 100 24 100 200 100 Interpretations It is revealed from the above table 511 66.7% of respondents are Highly Satisfied with Vodafone Network coverage.63.8% of respondents are Highly Satisfied with Airtel Network coverage.54.2% of respondents are satisfied with BSNL Network coverage.51.2% of respondents are satisfied with Aircel Network coverage. satisfaction of Network coverage 50 44 44 40 30 25 22 2021 20 1113 10 0 0 0 0 0 0 0 0 0 0 0 0 0 Airtel Vodafone Aircel BSNL Highly Satisfied Satisfied Neutral Dissatisfied Strongly Dissatisfied Table – 5.12 - Satisfaction of Call Rates Projectsformba.blogspot.com 56
    • Projectsformba.blogspot.com Airtel Vodafone Aircel Bsnl Total Particulars No. of % No. of % No. of % No. of % No. of % Res. Res. Res. Res. Res. Highly satisfied 56 81.2 39 59.1 21 51.2 4 16.7 120 60 Satisfied 13 18.8 27 40.9 20 48.8 17 83.3 77 38.5 Neutral 0 0 0 0 0 0 3 3 1.5 Dissatisfied 0 0 0 0 0 0 0 0 0 0Highly Dissatisfied 0 0 0 0 0 0 0 0 0 0 0ver all total 69 100 66 100 41 100 24 100 200 100 Interpretations It is revealed from the above table 5.12 83.3% of respondents are satisfied with BSNL Present call rates.81.2% of respondents are Highly Satisfied with Airtel Present call rates.59.1% of respondents are Highly Satisfied with Vodafone Present call rates. satisfaction of call rates 60 56 50 39 40 30 27 21 20 20 17 13 10 4 3 0 0 0 0 0 0 0 0 0 0 0 0 Airtel Vodafone Aircel BSNL Highly Satisfied Satisfied Neutral Dissatisfied Strongly Dissatisfied Projectsformba.blogspot.com 57
    • Projectsformba.blogspot.com Table – 5.13 - Satisfaction of Call Rates Airtel Vodafone Aircel Bsnl Total Particulars No. of % No. of % No. of % No. of % No. of % Res. Res. Res. Res. Res. Highly satisfied 44 63.8 25 37.9 7 17.1 1 4.2 77 38.5 Satisfied 25 36.2 41 62.1 34 82.9 16 66.7 116 58 Neutral 0 0 0 0 0 0 7 29.1 7 3.5 Dissatisfied 0 0 0 0 0 0 0 0 0 0Highly Dissatisfied 0 0 0 0 0 0 0 0 0 0 0ver all total 69 100 66 100 41 100 24 100 200 100 Interpretations It is revealed from the above table 5.13 63.8% of respondents are Highly Satisfied with Airtel current offers & packages.82.9% of respondents are satisfied with Aircel current offers & packages.62.1% of respondents are satisfied with Vodafone current offers & packages.66.7% of respondents are satisfied with BSNL current offers & packages. current offers & Package 45 44 41 40 34 35 30 25 25 25 20 16 15 10 7 7 5 1 0 0 0 0 0 0 0 0 0 0 0 0 Airtel Vodafone Aircel BSNL Highly Satisfied Satisfied Neutral Dissatisfied Strongly Dissatisfied Projectsformba.blogspot.com 58
    • Projectsformba.blogspot.comTable – 5.14 - Special Offers Daily Weekly Monthly YearlyAirtel 69 0 57 12 0Vodafone 66 0 66 0 0Aircel 41 0 11 30 0BSNL 24 0 0 24 0InterpretationsIt is revealed from the above table 5.14 In Weekly Option The respondents given for First rank is Vodafone. The respondents given for Second rank is Airtel. In Monthly Option The respondents given for First rank is Aircel. The respondents given for Second rank is BSNL. Special offer 70 66 57 60 50 40 30 30 24 20 12 11 10 0 0 0 0 0 0 0 0 0 0 0 Airtel Vodafone Aircel BSNL Daily Weekly Monthly YearlyProjectsformba.blogspot.com 59
    • Projectsformba.blogspot.com Table – 5.15 - Attractiveness of Various Brand Names Airtel Vodafone Aircel Bsnl Total Particulars No. of % No. of % No. of % No. of % No. of % Res. Res. Res. Res. Res. Highly satisfied 61 88.4 48 72.7 10 24.4 1 4.2 120 60 Satisfied 8 11.6 18 27.3 31 75.6 19 79.1 76 38 Neutral 0 0 0 0 0 0 4 16.7 4 2 Dissatisfied 0 0 0 0 0 0 0 0 0 0Highly Dissatisfied 0 0 0 0 0 0 0 0 0 0 0ver all total 69 100 66 100 41 100 24 100 200 100 Interpretations It is revealed from the above table 5.15 88.4% of respondents are Highly Satisfied with Airtel attractiveness of brand name.72.7% of respondents are Highly Satisfied with Vodafone attractiveness of brand name.75.6% of respondents are satisfied with Aircel attractiveness of brand name. 70 Attractiveness of various Brand names 61 60 48 50 40 31 30 18 19 20 10 10 8 4 0 0 0 0 0 0 00 0 1 0 0 0 Airtel 69 Vodafone 66 Aircel 41 BSNL 24 Highly satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Projectsformba.blogspot.com 60
    • Projectsformba.blogspot.com Table – 5.16 - Quality of Customer Care Service of Various Brands Airtel Vodafone Aircel Bsnl Total Particulars No. of % No. of % No. of % No. of % No. of % Res. Res. Res. Res. Res. Highly satisfied 17 24.6 21 31.8 4 9.7 0 0 42 21 Satisfied 52 75.4 45 68.2 37 90.3 16 66.7 150 75 Neutral 0 0 0 0 0 0 8 33.3 8 4 Dissatisfied 0 0 0 0 0 0 0 0 0 0Highly Dissatisfied 0 0 0 0 0 0 0 0 0 0 0ver all total 69 100 66 100 41 100 24 100 200 100 Interpretations It is revealed from the above table 5.16 90.3% of respondents are satisfied with Aircel Customer care service.75.4% of respondents are satisfied with Airtel Customer care service.68.2% of respondents are satisfied with Vodafone Customer care service. 60 Quality of Customer care service of various Brands 52 50 45 40 37 30 21 20 17 16 10 8 4 0 0 0 0 00 00 0 0 0 0 0 Airtel 69 Vodafone 66 Aircel 41 BSNL 24 Highly Satisfied Neutral Dis Highly Satisfied Satisfied Dissatisfied Projectsformba.blogspot.com 61
    • Projectsformba.blogspot.com Table – 5.17 - Customer complaints adopted by different service providers Airtel Vodafone Aircel Bsnl Total Particulars No. of % No. of % No. of % No. of % No. of % Res. Res. Res. Res. Res. Highly satisfied 17 24.6 6 9.1 1 2.4 0 0 24 12 Satisfied 52 75.4 60 90.9 40 97.6 15 62.5 167 83.5 Neutral 0 0 0 0 0 0 9 37.5 9 4.5 Dissatisfied 0 0 0 0 0 0 0 0 0 0Highly Dissatisfied 0 0 0 0 0 0 0 0 0 0 0ver all total 69 100 66 100 41 100 24 100 200 100 Interpretations It is revealed from the above table 5.17 97.6% of respondents are satisfied with Aircel redressal of Customer complaints.90.9% of respondents are satisfied with Vodafone redressal of Customer complaints.75.4% of respondents are satisfied with Airtel redressal of Customer complaints. 60 60 Customer complaints adopted 52 by different service providers 50 40 40 30 20 17 15 10 9 6 0 00 0 0 0 1 0 00 0 0 0 0 Airtel 69 Vodafone 66 Aircel 41 BSNL 24 Highly Satisfied Neutral Dis Highly Dissatisfied Satisfied Satisfied Projectsformba.blogspot.com 62
    • Projectsformba.blogspot.com Table – 5.18 - Present roaming charges of various Brands Airtel Vodafone Aircel Bsnl Total Particulars No. of % No. of % No. of % No. of % No. of % Res. Res. Res. Res. Res. Highly satisfied 0 0 2 3.0 0 0 0 0 2 1 Satisfied 69 100 45 68.2 26 63.4 7 29.2 147 73.5 Neutral 0 0 19 28.8 15 36.6 17 70.8 51 25.5 Dissatisfied 0 0 0 0 0 0 0 0 0 0Highly Dissatisfied 0 0 0 0 0 0 0 0 0 0 0ver all total 69 100 66 100 41 100 24 100 200 100 Interpretations It is revealed from the above table 5.18 100% of respondents are satisfied with Airtel present Roaming charges.70.8% of respondents are neutral with BSNL present Roaming charges.68.2% of respondents are satisfied with Vodafone present Roaming charges.63.4% of respondents are satisfied with Aircel present Roaming charges. 80 Present Roaming charges of various Brands 69 70 60 50 45 40 30 26 19 17 20 15 10 7 0 0 0 0 2 0 0 0 0 0 0 0 0 0 Airtel 69 Vodafone 66 Aircel 41 BSNL 24 Highly satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Projectsformba.blogspot.com 63
    • Projectsformba.blogspot.comTable – 5.19 - Aware of the Vodafone Advertisement No. of Respondents % Yes 185 92.5 No 15 7.5 Total 200 100InterpretationsIt is revealed from the above table 5.1992.5% of respondents are aware of the Vodafone Advertisement. Aware of the Vodafone Advertisement 200 185 180 160 140 120 100 80 60 40 15 20 0 Yes No No. of RespondentsTable – 5.20 - Know about your brand AdvertisementsProjectsformba.blogspot.com 64
    • Projectsformba.blogspot.com No. of Respondents % TV 200 100 News paper 0 0 Magazines 0 0 Friends & Relatives 0 0 Total 200 100InterpretationsIt is revealed from the above table 5.20100% of respondents are known about company’s brand Advertisement. Know about your brand Advertisements 200 200 150 100 50 0 0 0 0 TV News paperMagazines Friends & Relatives No. of RespondentsTable – 5.21 - Understanding the current Vodafone Advertisement No. of Respondents %Projectsformba.blogspot.com 65
    • Projectsformba.blogspot.com Yes 190 95 No 10 5 Total 200 100InterpretationsIt is revealed from the above table 5.2195% of respondents understand the current Vodafone Advertisement. Understanding the current Vodafone 190 Advertisement 200 150 100 10 50 0 No. of Respondents Yes NoTable – 5.22 - Rank the Attractiveness of the advertisement Brands No Of Respondents % Rank AT/V/AC/B 93 46.5 I V/AT/AC/B 75 37.5 II AT/AC/V/B 20 10 III V/AT/B/AC 12 6 IV Total 200 100Projectsformba.blogspot.com 66
    • Projectsformba.blogspot.comInterpretationsIt is revealed from the above table 5.2246.5 % of respondents are rank with this order AT/V/AC/B.37.5% of respondents arerank with this order V/AT/AC/B.10% of respondents are rank with this order AT/AC/V/B.6% of respondents are rank with this order V/AT/B/AC. Rank the Attractiveness of the 100 93 advertisement 90 80 75 70 60 50 46.5 37.5 40 30 20 20 12 10 10 6 0 AT/V/AC/B V/AT/AC/B AT/AC/V/B V/AT/B/AC No of Respondents %Table – 5.23 - Understanding the current Advertisements with different BrandsProjectsformba.blogspot.com 67
    • Projectsformba.blogspot.com Airtel Vodafone Aircel Bsnl Total Particulars No. of % No. of % No. of % No. of % No. of % Res. Res. Res. Res. Res.Highly satisfied 69 100 55 83.3 11 26.8 0 0 135 67.5 Satisfied 0 0 11 16.7 28 68.3 22 91.7 61 30.5 Neutral 0 0 0 0 2 4.9 2 8.3 4 2 Dissatisfied 0 0 0 0 0 0 0 0 0 0Highly Dissatisfied 0 0 0 0 0 0 0 0 0 0 0ver all total 69 100 66 100 41 100 24 100 200 100 Interpretations It is revealed from the above table 5.23 100% of respondents highly Satisfied & understand the current Airtel Advertisement.83.3% of respondents highly Satisfied & understand the current Vodafone Advertisement.91.7% of respondents Satisfied & understand the current BSNL Advertisement.68.3% of respondents Satisfied & understand the current Aircel Advertisement. 70 69 Understanding the current Advertisements with different brands 60 55 50 40 30 28 22 20 11 11 10 2 2 0 0 0 0 0 0 0 0 0 0 0 0 0 Airtel Vodafone Aircel BSNL Highly satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Table – 5.24.1 - Overall Satisfaction regarding Performance of Vodafone Projectsformba.blogspot.com 68
    • Projectsformba.blogspot.com Particulars No Of Respondents % Highly satisfied 110 55 Satisfied 90 45 Neutral 0 0 Dissatisfied 0 0 Highly Dissatisfied 0 0 Total 200 100InterpretationsIt is revealed from the above table 5.24.155% of respondents highly Satisfied with overall performance of Vodafone.45% ofrespondents Satisfied with overall performance of Vodafone. Overall Satisfaction Regarding Performance of Vodafone 120 110 90 100 80 60 40 20 0 0 0 0 Highly Neutral Highly Satisfied Dissatisfied No of RespondentsTable – 5.24.2 - Overall Satisfaction regarding Product & Service of Vodafone Particulars No Of Respondents %Projectsformba.blogspot.com 69
    • Projectsformba.blogspot.com Highly satisfied 92 46 Satisfied 107 53.5 Neutral 1 0.5 Dissatisfied 0 0 Highly Dissatisfied 0 0 Total 200 100InterpretationsIt is revealed from the above table 5.24.253.5% of respondents are satisfied with overall satisfaction in Product & Service ofVodafone.46% of respondents are highly satisfied with overall satisfaction in Product& Service of Vodafone. Overall Satisfaction Regarding Product & Service of Vodafone 120 107 92 100 80 60 40 20 1 0 0 0 Highly Satisfied Neutral Dissatisfied Highly Satisfied DissatisfiedTable – 5.24.3 - Overall Satisfaction regarding Quality of Vodafone Particulars No Of Respondents % Highly satisfied 92 46 Satisfied 108 54 Neutral 0 0Projectsformba.blogspot.com 70
    • Projectsformba.blogspot.com Dissatisfied 0 0 Highly Dissatisfied 0 0 Total 200 100InterpretationsIt is revealed from the above table 5.24.354% of respondents are satisfied with overall satisfaction in quality of Vodafone.46%of respondents are highly satisfied with overall satisfaction in Quality of Vodafone. Overall Satisfaction Regarding Quality of Vodafone Highly Dissatisfied 0 Dissatisfied 0 Neutral 0 Satisfied 108 Highly satisfied 92 No Of RespondentsTable – 5.24.4 - Overall Satisfaction regarding Offers & Packages of Vodafone Particulars No Of Respondents % Highly satisfied 20 10 Satisfied 174 87 Neutral 6 3 Dissatisfied 0 0Projectsformba.blogspot.com 71
    • Projectsformba.blogspot.com Highly Dissatisfied 0 0 Total 200 100InferenceIt is revealed from the above table 5.24.487% of respondents are satisfied with overall satisfaction in Offers & Packages ofVodafone.10% of respondents are highly satisfied with overall satisfaction in Offers& Packages of Vodafone. Overall Satisfaction Regarding Offers & Packages of Vodafone Highly Dissatisfied 0 Dissatisfied 0 Neutral 6 174 Satisfied 20 Highly satisfied 0 50 100 150 200 No of RespondentsCHI-SQUARE TEST Take showing the significant difference between the Customers Awarenesswith the Vodafone Advertisement (X) and Customers understanding with the contentof Vodafone Advertisement (Y).Alternative Hypothesis:Projectsformba.blogspot.com 72
    • Projectsformba.blogspot.com There is significant difference between the Customers Awareness with theVodafone Advertisement (X) and Customers understanding with the content ofVodafone Advertisement (Y).Hypothesis Analysis X Yes No Total Y Yes 180 10 190 No 5 5 10 Total 185 15 200 O E O-E (O-E)2 (O-E)2/E 180 175.75 4.25 18.06 0.103 10 14.25 -4.25 18.06 1.267 5 9.25 -4.25 18.06 1.953 5 0.75 4.25 18.06 24.083 Total 27.406ResultThe calculated value of X2 ∝isThe degree of freedom = (column-1) (row- 1) = (2 - 1) (2 - 1) = 1. The table value of X2 ∝ for 1 degree of freedom at 5 % level of significanceis 3.841.Since the calculated value of X2 is greater than X2 ∝(1 < 3.841) value ofthe hypothesis is right. Accept the Alternative HypothesisProjectsformba.blogspot.com 73
    • Projectsformba.blogspot.com Therefore, there is significance difference between the Customers Awarenesswith the Vodafone Advertisement and Customers understanding with the content ofVodafone Advertisement.Projectsformba.blogspot.com 74
    • Projectsformba.blogspot.com CHAPTER – 6 SUMMARY OF FINDINGS, SUGGESTION & CONCLUSION CHAPTER – 6 SUMMARY OF FINDINGS, SUGGESTION & CONCLUSION 6.1 FINDINGS The study revealed that 1. 33% of respondents are Vodafone connection users. 2. 72.5% of respondents are known about company’s brand in Friends & Relatives.Projectsformba.blogspot.com 75
    • Projectsformba.blogspot.com 3. 100% of respondents are using only prepaid connection. 4. 100% of respondents are Aware of the Vodafone Prepaid Product & Service. 5. 86.4% of respondents are Highly Satisfied with Vodafone connection activation. 6. 66.7% of respondents are Highly Satisfied with Vodafone Network coverage. 7. 59.1% of respondents are Highly Satisfied with Vodafone Present call rates. 8. 62.1% of respondents are satisfied with Vodafone current offers & packages. 9. The respondents given for First rank is Vodafone. 10. 72.7% of respondents are Highly Satisfied with Vodafone attractiveness of brand name. 11. 68.2% of respondents are satisfied with Vodafone Customer care service. 12. 90.9% of respondents are satisfied with Vodafone redressal of Customer complaints. 13. 68.2% of respondents are satisfied with Vodafone present Roaming charges. 14. 92.5% of respondents are aware of the Vodafone Advertisement. 15. 100% of respondents are known about company’s brand Advertisement. 16. 95% of respondents understand the current Vodafone Advertisement. 17. 43.5% of respondents are give the rank Vodafone is First. 18. With this orders V/AT/AC/B & V/AT/B/AC. 19. 83.3% of respondents highly Satisfied & understand the current Vodafone Advertisement. 20. 55% of respondents highly Satisfied with overall performance of Vodafone. 21. 53.5% of respondents are satisfied with overall satisfaction in Product & Service of Vodafone.Projectsformba.blogspot.com 76
    • Projectsformba.blogspot.com 22. 54% of respondents are satisfied with overall satisfaction in quality of Vodafone. 23. 87% of respondents are satisfied with overall satisfaction in Offers & Packages of Vodafone. 6.2 SUGGESTION The company should concentrate on 1. Vodafone has to improve the Network & Connectivity. 2. The company has to introduce more offers & packages to the Vodafone users. 3. The company can serve better by reducing call rates to some extends as customer feels it high. 4. The company must reduce the roaming charges for mobile users. 5. The company can increase the quality of customer care because some of the customers are feels it high 6. Vodafone concentrate on redressal of customer care complaints. 7. Vodafone has to improve the product & services to attracting more no.of customers.Projectsformba.blogspot.com 77
    • Projectsformba.blogspot.com 6.3 CONCLUSION The present study has made a comparative study on GSM mobile operator’s service with special reference to Vodafone. It has been found that among the GSM mobile services provided Airtel stands First in respective of Network & Connectivity, Tariff plan , Quality , Performance, Special Offers & Packages,Romeing Charges & Brand name, then Vodafone & Other mobile providers Occupy II, III & IV Th Rank Respectively. This study has made suggestion for Vodafone service in respectively Network & Connectivity, Tariff plan , Quality , Performance, Special Offers & Packages,Romeing Charges & Brand name to enhance it market share and its performance. It is concluded that the Project has achieve the objective and suitable Findings & Suggestions.Projectsformba.blogspot.com 78
    • Projectsformba.blogspot.com CHAPTER - 7Projectsformba.blogspot.com 79
    • Projectsformba.blogspot.com BIBLIOGRAPHY BIBLIOGRAPHYBOOKS REFERRED • Philip Kotler – Principles of marketing. • C.R.Kothari – Research methodology.JOURNALS: • Indian journals of marketing • Indian ManagementMAGAZINES • Marketing mastermind • Business WorldTHEYBSITES www.google.com www.answers.com www.ask.comProjectsformba.blogspot.com 80
    • Projectsformba.blogspot.com www.vodafone.com www.vodafone.inProjectsformba.blogspot.com 81
    • Projectsformba.blogspot.com CHAPTER - 8 APPENDIX QUESTIONNAIREName : ………………………………….. (Optional)Sex : [ ] Male [ ] Female.Age : ……………Educational Qualification : …………………………………… (Optional)Occupation : [ ] Private Employee [ ] Government Employee [ ] Business [ ] Professional.Monthly Income : [ ] Below 3000 [ ] 3000-5000 [ ] 5000- 10000 [ ] Above 100001. Which brand of GSM connection are you using? [ ] Airtel [ ] Vodafone [ ] Aircel [ ] BSNL2. How did you come to know about your brand? [Rank Them] [ ] TV [ ] News paper[ ] Magazines [ ] Friends & Relatives3. Which type of billing plan do you prefer for your mobile service? [ ] Postpaid [ ] PrepaidProjectsformba.blogspot.com 82
    • Projectsformba.blogspot.com4. Are you aware of the Vodafone product & service? [ ] Yes [ ] No5. Are you satisfied with GSM connection activation of various brands? Highly satisfied Neutral Dissatisfied Strongly satisfied DissatisfiedAirtelVodafoneAircelBSNL6. Are you satisfied with the present Network coverage of following service providers? Highly satisfied Neutral Dissatisfied Highly satisfied DissatisfiedAirtelVodafoneAircelBSNL7. Are you satisfied with present call rates of various mobile companies? Highly satisfied Neutral Dissatisfied Highly satisfied DissatisfiedAirtelVodafoneAircelBSNL8. Are you satisfied with the current Offers & Packages given for different brands? Highly satisfied Neutral Dissatisfied Highly satisfied DissatisfiedAirtelVodafoneAircelBSNLProjectsformba.blogspot.com 83
    • Projectsformba.blogspot.com9. Rank the special offers given for different brands? Daily Weekly Monthly Yearly Airtel Vodafone Aircel BSNL10. Are you satisfied with the attractiveness of various brand names? Highly satisfied Neutral Dissatisfied Highly satisfied DissatisfiedAirtelVodafoneAircelBSNL11. Are you satisfied with quality of Customer care service of various brands? Highly satisfied Neutral Dissatisfied Highly satisfied DissatisfiedAirtelVodafoneAircelBSNL12. Are you satisfied the promptness of with redressal of Customer complaintsadopted by different service providers? Highly satisfied Neutral Dissatisfied Highly satisfied DissatisfiedAirtelVodafoneAircelBSNL13. Are you satisfied with the present Roaming charges of various brands? Highly satisfied Neutral Dissatisfied Highly satisfied DissatisfiedAirtelProjectsformba.blogspot.com 84
    • Projectsformba.blogspot.comVodafoneAircelBSNL14. Are you aware of the Vodafone Advertisement? [ ] Yes [ ] No15. How did you come to know about your brand Advertisements? [ ] TV Ads [ ] News paper Ads [ ] Magazines Ads [ ] Flex Board Ads.16. Are you understanding the current Vodafone Advertisement? [ ] Yes [ ] No17. Rank the following brands according to attractiveness of the advertisement Rank Airtel Vodafone Aircel BSNL18. What sort of attractiveness do you find in the particular advertisement based on the above ranking? …………………………………………………………………………… …………………………………………………………………………… …………………………………………………………………………… …………………………………………………………………………… ……………………………………………………………………………19. Are you understanding the current Advertisements with different brands? Highly satisfied Neutral Dissatisfied Highly satisfied DissatisfiedAirtelVodafoneAircelBSNLProjectsformba.blogspot.com 85
    • Projectsformba.blogspot.com20. Rank the Overall satisfaction of Vodafone in the following dimension? Highly satisfied Neutral Dissatisfied Highly satisfied DissatisfiedPerformanceProduct&ServiceQualityOffers &Packages21. Please give your valuable suggestion for improve of Vodafone service?1. ………………………………………………………………………………………………2. ………………………………………………………………………………………………3. ………………………………………………………………………………………………4. ………………………………………………………………………………………………5. ………………………………………………………………………………………………Projectsformba.blogspot.com 86