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The SIP titled “To Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore “.The main objective of the study was to know the satisfactory ...

The SIP titled “To Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore “.The main objective of the study was to know the satisfactory level and creating knowledge about Vodafone products among the customers in Bangalore city and also to identify the factors affecting preference of the customers.
As a part of the study I visited most of the areas in Bangalore like K.R Puram , Whitefield , J.Pnagar, Jaynagar , Malleswaram , Tumkur , Marathalli , RajajiNagar, Peenya and HAL .The sampling technique which was used was simple random sample and sample size was 200.The tool used to analysis the data was simple average method and the data’s were put in tabular form as well as in chart form.

As a result of this survey I was able to conclude that more than 60% of the customers were satisfied by the service provided by Vodafone and the factors like customer service, network and technical factors affected the preference of consumers in choosing Vodafone.

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Study the customer response towards vodafone enterprise products among small and medium enterprises in bangalore Document Transcript

  • 1. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 1 TO STUDY THE CUSTOMER RESPONSE TOWARDS VODAFONE ENTERPRISE PRODUCTS AMONG SMALL AND MEDIUM ENTERPRISES IN BANGALORE DIPTI RANJAN BHOI ROLL NO.- 12202077 MBA BATCH (2012-2014) 12202077@ksom.ac.in Prof. Indirah Indibara Mr. Swarup Kumar Singh KIIT School of Management, Vodafone South Ltd. KIIT University Channel Manager indira@ksom.ac.in swarup.singh@vodafone.com SCHOOL OF MANAGEMENT, KIIT UNIVERSITY BHUBANESHWAR – 751024 2012 - 2014
  • 2. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 2 Contents Executive Summary........................................................................................................................8 Chapter 1 .............................................................................................................................. 9 1.0.Introduction.............................................................................................................................9 1.1Vision and Mission ..................................................................................................................11 1.2. Theoretical Perspective .........................................................................................................11 Chapter 2 ............................................................................................................................ 15 2.0. Objectives and Scope.............................................................................................................15 Chapter 3 ............................................................................................................................ 15 3.0.Methodology and Procedure of Work.....................................................................................15 3.1Concepts/tools of analysis.......................................................................................................17 Chapter 4 ............................................................................................................................ 17 4. Analysis of Data and Interpretation ..........................................................................................17 Chapter 5 ............................................................................................................................ 26 5.0. Limitations of the study.........................................................................................................26 5.1.Findings and Recommendations .............................................................................................26 5.2.Conclusion .............................................................................................................................27 References...................................................................................................................................28 Annexure.....................................................................................................................................29
  • 3. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 3 LIST OF TABLES Figure No. Title Page no 4.1 What type of internet connection are you using? 17 4.2 Name of the present ISP? 18 4.3 How do you rate the security and speed of the data transmission? 18 4.4 Which mobile service are you using? 20 4.5 What is the reason for opting this service provider? 25 4.7 Are you getting information about schemes / offers given by the company? 21 4.8 How do you rate after sales service? 21 4.9 How do you rate the staffs response to your queries? 22 4.10 Total Telecom Expenses including voice & data? 23 4.12 Knowledge about Vodafone Product and services ? 24 4.13 Are you aware of Vodafone 3G services? 24 4.14 Are you interested in purchasing Vodafone handset devices ( iPhone , Blackberry , Samsung) 25
  • 4. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 4 LIST OF CHARTS AND FIG.. Figure No. Title Page no 1.5.1 Fig 1 12 1.6.1 Fig 2 14 4.1 What type of internet connection are you using? 17 4.2 Name of the present ISP? 18 4.3 How do you rate the security and speed of the data transmission? 19 4.4 Which mobile service are you using? 19 4.5 What is the reason for opting this service provider? 20 4.6 What is the reason for your experience? 20 4.7 Are you getting information about schemes / offers given by the company? 21 4.8 How do you rate after sales service? 22 4.9 How do you rate the staffs response to your queries? 22 4.10 Total Telecom Expenses including voice & data? 23 4.11 Rate the following 23 4.12 Knowledge about Vodafone Product and services ? 24 4.13 Are you aware of Vodafone 3G services? 24 4.14 Are you interested in purchasing Vodafone handset devices ( iPhone , Blackberry , Samsung) 25 4.15 Are you willing to switch to Vodafone product and services ? 25
  • 5. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 5 Certificate of Faculty Guide This is to certify that the summer project titled ― report customer response towards Vodafone products among SME project‖ is an academic work done in the partial fulfillment of the requirement for the award of the degree of Master of Business Administration from, Kiit School of Management, Kiit University, under my guidance & direction. To the best of my knowledge and belief the data & information presented by him in the project has not been submitted earlier. Signature: Name of the Faculty: Designation:
  • 6. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 6 DECLARATION I, DIPTI RANJAN BHOI, DO hereby declare that the project “TO STUDY THE CUSTOMER RESPONSE TOWARDS VODAFONE ENTERPRISE PRODUCTS AMONG SME IN BANGALORE” submitted in partial fulfillment of the award of the Master Of Business Administration Degree of the KIIT School of Management, KIIT University, Bhubaneswar has been carried out by me under the guidance and supervision of Prof. Indirah Indibara, during the academic year 2012-14. It has also not being submitted by me for the award of any other degree or diploma of this or any other institution earlier. Bhubaneshwar Dipti Ranjan Bhoi Date:
  • 7. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 7 ACKNOWLEGEMENT I am extremely thankful to Mr. Swarup Singh, Channel Manager of Bangalore who gave me this opportunity to undertake this project. Without his directions and permissions I could not have undertaken this project. In the end I would like to thank my Project guide Prof. Indirah Indibara for giving remarkable contributions and help in making this Project report and also for throwing a good insight at the practical aspect. Dipti Ranjan Bhoi
  • 8. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 8 Executive Summary The SIP titled “To Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore “.The main objective of the study was to know the satisfactory level and creating knowledge about Vodafone products among the customers in Bangalore city and also to identify the factors affecting preference of the customers. As a part of the study I visited most of the areas in Bangalore like K.R Puram , Whitefield , J.Pnagar, Jaynagar , Malleswaram , Tumkur , Marathalli , RajajiNagar, Peenya and HAL .The sampling technique which was used was simple random sample and sample size was 200.The tool used to analysis the data was simple average method and the data’s were put in tabular form as well as in chart form. As a result of this survey I was able to conclude that more than 60% of the customers were satisfied by the service provided by Vodafone and the factors like customer service, network and technical factors affected the preference of consumers in choosing Vodafone.
  • 9. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 9 Chapter 1 1.0.Introduction In an increasingly connected world, it’s no longer just about being able to talk and text. Vodafone network allows people to share images and videos as soon as they’re captured to share thoughts and feelings as soon as they’re created. And because Vodafone now do more than just mobile in many markets, more customers look to Vodafone for great value in their fixed line and broadband services too. Vodafone understands that businesses need a communications partner with solutions that scale and adapt as their business needs change. 1.0.1. Company Profile Vodafone Group plc. is a British multinational telecommunications company headquartered in London and with its registered office in Newbury, Berkshire. It is the world's second-largest mobile telecommunications company measured by both subscribers and revenues (in each case behind China Mobile), and had 439 million subscribers and Rs. 3, 72,960 revenue as of March 2013. In 25 years, a small mobile operator in Newbury has grown into a global business and the seventh most valuable brand in the world. Vodafone now operate in more than 30 countries and partner with networks in over 50 more. Its Enterprise division provides telecommunications and IT services to corporate clients in over 65 countries. Vodafone India, formerly Vodafone Essar and Hutchison Essar, is the second largest mobile network operator in India after Airtel by subscriber base and revenue. It is based in Mumbai, Maharashtra. It has approximately 170.47 million customers and Rs.36, 036 crore revenue as of March 2013. The Brand Trust Report, 2011 published by Trust Research Advisory has ranked Vodafone as the 16th most trusted brand in India. 1.0.2 Product and Services Vodafone offer wide range of products and services;  Devices  Voice
  • 10. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 10  Messaging  VAS  Enterprise Services 1.0.2.1 Devices  Handset: A wide ranging handset portfolio covering different customer segments, price points and a variety of designs. Eg. Samsung, iPhone, Black Berry. 1.0.2.2. Voice  Innovative tariffs: Many different tariffs and propositions are available,  Outgoing voice  Incoming Voice  Voice roaming: o Vodafone passport: Vodafone Passport enables customers to “take their home tariff abroad”.  Fixed location based services: o Vodafone at home: Offers designed to introduce Vodafone into the household . o Vodafone office: Meet all business customers’ Communications needs. 1.0.2.3. Messaging  SMS messaging: Allows customers to send and receive simple text messages.  MMS messaging: Allows customers to send and receive multiple media. 1.0.2.4. Data services  Vodafone live: Offers a combination of browsing,  Data roaming: Provides access to the Group’s services in the country a customer is visiting.  Mobile Application: Vodafone Email plus, Windows Mobile® Email and BlackBerry® from Vodafone  Vodafone mobile connect: Provides simple and secure access to existing business systems . 1.0.2.5. Fixed and others  Fixed services: An increased number of fixed broadband offerings allow the Group to assist customers in meeting their total communications needs.  Mobile advertising: Vodafone has been extending its business model to generate revenue from advertising by partnering with advertising specialists in individual markets.
  • 11. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 11  Business managed services: Vodafone is developing new ways of enabling business customers to mobilise and increase the efficiency of their workforce. 1.0.2.6. VAS  Full track music down loads with more than 2m songs available.  Roaming services allow Vodafone customers to make calls and use data services on other operators’ mobile networks whilst travelling abroad.  Vodafone Money Transfer 1.0.2.7. Enterprise Service  Vodafone One Net  Vodafone Unified Communications  Business managed services  Machine-to-machine 1.1Vision and Mission 1.1.1 Vision To enrich customer’s lives through the unique power of mobile communication. 1.1.2. Mission Vision is to lead the industry in responding to public concerns regarding mobile phones and health by demonstrating leading edge practices and encouraging others to follow.  We will help people of the world to have fuller lives – both through the services we provide and through the impact we have on the world around us.  Outstanding people working together make Vodafone exceptionally successful.  Our customers have chosen to trust us. In return, we must strive to anticipate and understand their needs and delight them with our service. 1.2. Theoretical Perspective The Vodafone products and services has there in the market of Bangalore couple of years and made their own identity in the market as a top service provider with a good number of high pulsing customers. Among those good pulsing customers the SME customers are also one of them. Vodafone mainly focus on the customers of SME customers who pays the average monthly bill amount of above Rs.2500/-. 1.2.1.Porters Five Force Model . 1.2.1.1.Competitive Rivalry The competition is price and quality base. The entry of new customers bring with it new set of price cut and hence intensifies competition.
  • 12. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 12 Airtel , TATA Docomo , Reliance large distribution channel , cost cut and rural penetration making tough for Vodafone 1.2.1.2.Supplier Power  Network Equipment’s: There Nokia Siemens, Ericsson, Huawei suppliers the power of these suppliers are high and may impact the growth plan of the operators if supplies are not smooth.  Tower Providers: Though the new sharing Towers but still the coverage remains a problem due to few Tower provider bargaining power of Tower providers if High.  Handset Suppliers: Nokia, Samsung, LG, Sony, iPhone and numerous other players. The bargaining power of Handset Suppliers is less as they are also competing amongst themselves. Fig1. Source: www.google.com 1.2.1.3.Buyer Power  The customers are demanding more value for money which has lead ti introduction of pay per second plans.  Buyers want more and more value added service at cheaper prices  Government is also introducing Number portability which will lead to further switching between the operators if the prices and services are not met 1.2.1.4.Threat  The VOIP is getting popular for Eg. Skype, Vonage etc.  Video Conferencing is also getting popular 1.2.1.5.Potential for New Entrants  The government is also issuing new licenses in the current circles.•  Many mobile players are also entering the enterprise business.
  • 13. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 13  The sharing business has reduced the capital requirement and thus bringing down the capital requirement for new player. 1.3.Marketing Mix Marketing decisions generally fall into the following categories:  Product  Price  Place(Distribution)  Promotion 1.3.1.Product  Brand name  Quality  Repair and support  Warranty  Accessories and service 1.3.2.Price  Suggested retail price  Discount pricing  Festival offering 1.3.3 Place(Distribution):  Market coverage(inclusive, selective or exclusive distribution)  Inventory management  Distribution centres  Order processing 1.3.4 Promotion:  Promotion strategy (push , pull etc)  Advertising  Personal selling and sales force  Public relation and publicity 1.4. Distribution . 1.4.1.Distribution Channel Vodafone’s products and services are available directly, via Vodafone stores and country specific Vodafone websites, and indirectly via third party service providers, independent dealers,
  • 14. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 14 distributors and Retailers, to both consumer and business customers in the majority of markets under the Vodafone brand. Fig 2 Channel Structure, source: www.vodafoneindia.com 1.4.2.Supply Chain   Sim Card, recharge voucher Manufacturer Mobile and other hardware Manufacturer VODAFONE Vodafone Store, Vodafone Mini Store Distributor Retailer Customer SME
  • 15. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 15 Chapter 2 2.0. Objectives and Scope The summer placement helps the students to apply their theoretical knowledge practically. Organizational exposure helps the student to know how effectively they performed in the market. 2.0.1. The primary objectives of the study was, To Analyzing the satisfaction level of customers towards Vodafone products and service. 2.0.2. The secondary objectives of the study was,  The main objective of the project and research is to know about the views of the customers towards Vodafone Enterprise products and satisfy their queries and make them understand the telecom business of selling values and new connections and upcoming products which will help in the overall operational efficiency of the enterprises.  To study consumer buying behavior, and factors which influences consumers buying processes.  My thesis will help the company to know more about their strength, customers and the area where they have to concentrate more and also about their competitor’s strategy. This will also help the company to build a good relationship with the customers. Another objective of this project is to convert competition customers to Vodafone. 2.0.3. Need and scope of the study  Today, for any organization or firm to survive in this competitive world depends on its ability to be dynamic and be different from the competition to be unique in the industry. Customer Satisfaction helps every organization to keep the existing customer and to build new customer.  This research is aimed at profiling the standard customer with an aim to increase the network and improve company-customer relations. The information gathered through this research can be used by the company to improve its services and became more customers friendly. This can increase the goodwill of the company and its overall performance.  To understand the customer preference about the services in the companies of Bangalore.  The questionnaire designed to know about the problem and issues with the customers of Vodafone.  Thus this study is aimed to provide the management with some knowledge about its status in market both in terms of sales and customer awareness. The research also aims to provide some ideas to improve the company’s present condition. Chapter 3 3.0.Methodology and Procedure of Work The success of the analysis mostly depends on the methodology on which it is carried out. The appropriate methodology will improve the validity of the findings.
  • 16. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 16 3.0.1. Area of the study:  The study was mainly concentrated on Bangalore region. 3.0.2. Research Design:  The purpose of the research is stated above and here exploratory research design has been chosen. Descriptive research design is used it includes survey and fact-findings enquire of different kinds. The major purpose of descriptive research is description of the state affairs, as it exists at present.  The research is Quantitative type but in some issue I took the Qualitative angle as well. 3.0.3. Data Collection:  The study is based on the data collected through primary and secondary sources. 3.0.4. Primary Data:  Questionnaires, face to face and telephonic interview methods. 3.0.5. Secondary Data:  Secondary data was collected from journals, magazines, web sites and from other relevant publications. 3.0.6. Sampling Design:  The sampling design mainly consists of the sample taken for the study along with the sample size, sample frame and sampling method. 3.0.7. Sample Universe: All customers using telecom Mobility, Voice and Data services were taken as the sample universe. o The Industry can be segmented into:  Fixed line (Landline)  Wireless (CDMA, GSM, WLL))  Internet Services (Dial-up, Broadband etc.) o Segmentation of the target customers  Customers were divided on the basis of their occupation  Small & Medium Enterprises (SME)  Corporate Sector (SMB) 3.0.8. Sample Size:  The population included all the companies situated in Bangalore. 3.0.9. Sample Frame:  The customers were selected on a random basis from which the respondents were selected based on convenience. 3.0.10. Sampling Method: Convenience sampling was used based on the willingness and availability of the respondents. The study was conducted on consumers with different type of business.
  • 17. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 17 3.1Concepts/tools of analysis  The tool used for data collection is Questionnaire.  SPSS and MS Excel were used in analyzing the data.  In order to determine if there is any significant difference in the overall satisfaction, data collected by surveying is treated for a regression analysis. Collected data represents 1-5 rating scale for the parameters like,  Level of service  Speed  Security  After sales service  Feasibility  Price  Staffs response  Knowledge and experience of staff Chapter 4 4. Analysis of Data and Interpretation 4.1. What type of internet connection are you using? Internet Connection Frequency Percent Valid Percent Cumulative Percent Valid DSL/Cable 143 71.5 71.5 71.5 RF Link/Leased Line 57 28.5 28.5 100.0 Total 200 100.0 100.0 The usage of internet through DSL/cable is 71.5% , this shows that SME uses this for better speed and for achieving targets faster.
  • 18. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 18 4.2.Name of the present ISP? ISP Frequency Percent Valid Percent Cumulative Percent Valid Vodafone 93 46.5 46.5 46.5 Airtel 43 21.5 21.5 68.0 Aircel 30 15.0 15.0 83.0 BSNL 34 17.0 17.0 100.0 Total 200 100.0 100.0 This shows that among SME Vodafone network and internet services are highly appreciated due to good customer services and speed. Vodafone is 46.5% 4.3. How do you rate the security and speed of the data transmission? security and speed of the data transmission Frequency Percent Valid Percent Cumulative Percent Valid Excellent 82 41.0 41.0 41.0 Good 47 23.5 23.5 64.5 Fair 34 17.0 17.0 81.5 Poor 37 18.5 18.5 100.0 Total 200 100.0 100.0
  • 19. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 19 41% of the respondents think speed and security of data transmission is crucial for a company. 4.4.Which mobile service are you using? mobile service Frequency Percent Valid Percent Cumulative Percent Valid Vodafone 70 35.0 35.0 35.0 Airtel 93 46.5 46.5 81.5 Aircel 32 16.0 16.0 97.5 BSNL 5 2.5 2.5 100.0 Total 200 100.0 100.0 As per the respondents Airtel is leader in mobile services (voice and data). 46.5% respondent voted Airtel against 35% of Vodafone. Vodafone should look after network coverage issue and poor services from its technical person in Bangalore region.
  • 20. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 20 4.5. What is the reason for opting this service provider? reason for opting this service provider Frequency Percent Valid Percent Cumulative Percent Valid Level of service 89 44.5 44.5 44.5 Better price 61 30.5 30.5 75.0 Feasibility 42 21.0 21.0 96.0 Level of usage 8 4.0 4.0 100.0 Total 200 100.0 100.0 Level of service is voted 44.5%, this show Airtel provide better service than its rival Vodafone. Vodafone should look after its customer service department and boost them to provide quick service because SME are not going to invest money in if they donot get better and quick response in Bangalore. 4.6.What is the reason for your experience? As per the survey we found SME prefer roaming facility the most , then value added services and network coverage for their quick work . 193 189 200 193 156 Good Network Customer service Roaming Facility VAS STD call rate
  • 21. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 21 4.7. Are you getting information about schemes / offers given by the company? information about schemes / offers Frequency Percent Valid Percent Cumulative Percent Valid mostly 192 96.0 96.0 96.0 sometimes 8 4.0 4.0 100.0 Total 200 100.0 100.0 96% say they are mostly updated with new offering and scheme. Which help them for cost cutting, security and speed up their work and data. From this we also came to know that new products and offerings and schemes are required for Vodafone to retain its No.1 position in Bangalore. 4.8. How do you rate after sales service? after sales service Frequency Percent Valid Percent Cumulative Percent Valid excellent 91 45.5 45.5 45.5 good 82 41.0 41.0 86.5 fair 24 12.0 12.0 98.5 poor 3 K21.5 1.5 100.0 Total 200 100.0 100.0
  • 22. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 22 After sales service is excellent as per 45.5% respondent. This is the key region for which Vodafone can provide better services to its existing customers and create new ones. There were few complain regarding this issue of Vodak2fone in some region but that we informed in Vodafone Office and action were taken immediately. 4.9. How do you rate the staff response to your queries? staffs response Frequency Percent Valid Percent Cumulative Percent Valid Excellent 92 46.0 46.0 46.0 Good 77 38.5 38.5 84.5 Fair 27 13.5 13.5 98.0 Poor 4 2.0 2.0 100.0 Total 200 100.0 100.0 Before selling a product to a SME , telecom operator should contact the decision maker before finalizing the deal.
  • 23. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 23 4.10. Total Telecom Expenses including voice & data? Expenses including voice & data Frequency Percent Valid Percent Cumulative Percent Valid Below 2500 3 1.5 1.5 1.5 2500 - 5000 32 16.0 16.0 17.5 5000 - 10000 76 38.0 38.0 55.5 Above 10000 89 k44.5 44.5 100.0 Total 200 100.0 100.0 44.5% of the SME invest huge amount for mobility, voice and data for smooth work. So Vodafone require to concentrate on after sale service, better product and better cost . 4.11. Rate the following User satisfaction is 152 and better network coverage is 143 is ranked top among the SME personal. 103 95 98 152 143 103 ExcellentSpeed Safety Security Usage Experience Network After Purchase Service ( warrenty , repair , customer service )
  • 24. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 24 4.12. Knowledge about Vodafone Product and services ? Knowledge about Vodafone Product and services Frequency Percent Valid Percent Cumulative Percent Valid yes 182 91.0 91.0 91.0 no 18 9.0 9.0 100.0 Total 200 100.0 100.0 91% says that they know about Vodafone product, this shows that Vodafone have a strong brand value. 4.13. Are you aware of Vodafone 3G services? Vodafone 3G services Frequency Percent Valid Percent Cumulative Percent Valid yes 182 91.0 91.0 91.0 no 18 9.0 9.0 100.0 Total 200 100.0 100.0 91% of the respondents know about Vodafone 3G services and facility.
  • 25. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 25 4.14. Are you interested in purchasing Vodafone handset devices ( iPhone , Blackberry , Samsung) Vodafone handset devices Frequency Percent Valid Percent Cumulative Percent Valid Interested 75 37.5 37.5 37.5 Not Interested 35 17.5 17.5 55.0 Not planned 90 45.0 45.0 100.0 Total 200 100.0 100.0 Vodafone handset is famous among SME personal and as they can stay in touch with work, send and receive emails, and even access the Internet. 4.15. Are you willing to switch to Vodafone product and services ? Customer are still interested in Vodafone product and services , when they came to know about cost effectiveness , better service and new innovation. Out of 200 , 102 were interested in it. 0 20 40 60 80 100 120 Interested Least interested Don't Know 102 32 66 Series1
  • 26. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 26 Chapter 5 5.0. Limitations of the study  The behavior of the customer while approaching them to fill the questionnaire was unpredictable. The shortage of time was another constrain for the study.  There may be error due to bias of respondents.  Lack of customer’s cooperation was a major constraint.  Majority of the customer were too aggressive in nature.  The sample was restricted to 200 customers, which may restrict the scope and completion of study. 5.1.Findings and Recommendations 5.1.1. Findings  Quality of the service provided plays an important role in keeping the existing customers and to bring new customers.  In most of the organization, Mobility , Voice and Data plays an important role in the day to day activities.  Most of the organizations prefer broadband connection because of speed and other compatibility of service.  Many customers have rated the speed of data transmission, network availability is very good. Some customers had complaints regarding the network and services. This is mostly due to number of systems connected by single broadband connection and network issue is due to non-availability of Telecom Tower nearby.  The safety and security of Vodafone network is rated very well by most of its customers. Safety of data is very important in any type of organization. Vodafone with its own PC security suite helps organizations protect its data from theft and prevents it from harmful attacks.  After sales service plays essential part of customer satisfaction. More than 10% customers have complaints regarding the after sales service. But a number of customers have reported it excellent and good.  Customers feel Vodafone Products are much better than other competitive products of the same category. This shows the place Vodafone has achieved in the minds of the customer in Bangalore region. 5.1.2.Recommendations  The customer rate quality of the service as the most relevant one and hence Vodafone services should maintain the quality in services and should make improvements in this feature.
  • 27. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 27  Some customers are planned to discontinue because of high billing and after sales service is not good. Though it is a small percentage the company should focus on these to keep the brand image in the minds of people.  If any complaint is observed from the customers, it should be dealt quickly. This will reduce the chance for dissatisfaction.  Many dissatisfied customers asked for more information about other plans or change of plans. So the dissatisfaction may be due to providing wrong plans by the sales persons. So the company can make use of this opportunity to retain its customers by providing the right plans.  SME segment is a high potential market (especially in Bangalore) and the company should take care of more promotional activities in which advertisement plays and effective role and hence to have a competitive edge over other brands.  Lack of awareness about the plans is high among customers. So the company must provide an awareness program about the specialized plans for them. 5.2.Conclusion The project titled “A STUDY THE CUSTOMER RESPONSE TOWARDS VODAFONE ENTERPRISE PRODUCTS AMONG SMALL AND MEDIUM ENTERPRISES IN BANGALORE” was carried out among the customers/consumers in Bangalore Region. The overall objective of the study was to find out how the customer perceives Vodafone product and services and to find out their satisfaction towards the service against its competitors. The study revealed the picture of customer’s perception and satisfaction which help Vodafone to encourage more people to be the customers/consumers of Vodafone.
  • 28. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 28 References  Through questionnaire filled by customers.  Primary data collected by interviewing customers. Authored Book:  Philip Kotler and Gery Armstrong, Principles of Marketing Management.  Kothari C.R, Research Methodology- Methods and Techniques; Second Edition; 2004. Website : www.vodafone.com www.google.com
  • 29. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 29 Annexure QUESTIONAIRE Dear Sir/Madam, I am a student of KIIT SCHOOL OF MANAGEMENT doing my summer internship in Vodafone. I am doing my research work on consumer response towards Vodafone products and services among SME in Bangalore. So your valuable suggestions and ideas are required for conducting my survey successfully. (Put a tick mark beside the suitable option) Name of the Organization Postal Address Telephone No. Head Office No. of Employee No. of branches in India No. of branches in abroad Name of the System Managers / System Administrator
  • 30. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 30 E_mail ID No. of PCs used in the Organisation No. of employee Type of Industry 1 What type of internet connection are you using? DSL/Cable RF Link/Leased Line 2 Name of the present ISP? Vodafone Airtel Aircel BSNL Others 3 How do you rate the security and speed of the data transmission? Excellent Good Fair Poor Bad 4 Which mobile service are you using? Vodafone Airtel Aircel BSNL Others 5 What is the reason for opting this service provider?
  • 31. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 31 Level of service Better price Feasibility Level of usage Others 6 What is the reason for your experience? Good Bad Network Customer service Roaming Facility VAS STD call rate 7 Are you getting information about schemes / offers given by the company? Mostly Sometimes Never 8 How do you rate after sales service? Excellent Good Fair Poor Bad 9 How do you rate the staffs response to your queries? Excellent Good Fair Poor Bad
  • 32. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 32 10 Total Telecom Expenses including voice & data? Below 2500 2500 - 5000 5000 - 10000 Above 10000 11 Rate the following Poor Fair Good Very good Excellent Speed Safety Security Usage Experience Network After Purchase Service ( warrenty , repair , customer service ) 12 Knowledge about Vodafone Product and services ? Yes No 13 Are you aware of Vodafone 3G services? Yes No 14 Are you interested in purchasing Vodafone handset devices ( iPhone , Blackberry , Samsung) Interested Not Interested Not planned 15 Are you willing to switch to Vodafone product and services ?
  • 33. “Study the customer response towards Vodafone enterprise products among small and medium enterprises in Bangalore” 33 Interested Least interested Don't Know 16 Do you have any suggestion regarding the services?