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Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
Indian Telecom GSM Service Ppt
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Indian Telecom GSM Service Ppt

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Deriving a cause & effect Relationship to measure the post purchase customer satisfaction level of GSM service in India.

Deriving a cause & effect Relationship to measure the post purchase customer satisfaction level of GSM service in India.

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  • 1. Dissertation Oral Presentation on Cause & affect relationship tomeasure satisfaction level of GSM customers TERM-VII Jan 2010-2012 Prepared by SUNAM PAL 10PG(J)45 Under the Guidance of 1 Prof. Sunil D.Anto
  • 2. AGENDA1 Introduction2 Research Methodology3 Results & Discussion4 Recommendation & Conclusion Questions & Answer5 DISSERTATION JAN 2010-2012 2
  • 3. INTRODUCTIONResearch Overview Problems faced by marketers Research Topic Relevance to real world Research Objectives Need Proposed Null Hypothesis Scope Assumptions Considered Limitations of study Research Purpose Industry Market sharesResearch Motivation DISSERTATION JAN 2010 -2012 3
  • 4. DISSERTATION JAN 201-2012INTRODUCTION Research Overview  The industry chosen is Telecom Industry & service is [GSM] cellular mobile SIM.  This is purely a cause affect research that has established a relationship to understand on what basis GSM customers evaluate a particular [GSM] mobile operator in post purchase stage to conclude whether they are satisfied or not.  It has also focused on key factors that influence customer buying decision and when customer would stick to any particular [GSM] operator.  This research provides a deeper insight into various customer priorties during post purchase evaluation that sets a standard for service provider to understand under what circumstances 4 customers would respond positively or may not revert back SAT 15 OCT
  • 5. DISSERTATION JAN 201-2012INTRODUCTION Research Topic Cause & affect relationship to measure satisfaction level of GSM customers To identify & prioritize the factors that would make customer satisfied after subscription to any [GSM] operator in India & deriving a cause affect relationship between those factors & customer satisfaction level. 5 SAT 15 OCT
  • 6. DISSERTATION JAN 201-2012INTRODUCTION Proposed Objectives S.no Objectives Proposed 1. To identify the factors that would decide Objective:1 customers satisfaction level (Sa) after they subscribe to any GSM service. 2. To prioritize those identified factors based on Objective:2 their impact on satisfaction level of customer. 3. To design a cause affect relationship Objective:3 X-Y statistical equation to prove relationship among those factors & customer satisfaction level. 6 SAT 15 OCT
  • 7. DISSERTATION JAN 201-2012INTRODUCTION Proposed null hypothesis S.no Null Hypothesis Proposed There is a positive correlation between customer Hypothesis : HA0 satisfaction level (Sa) & quality of service (Q). There is a positive correlation between customer Hypothesis : HB0 satisfaction level (Sa) & Performance of service (R). There is a negative correlation between customer Hypothesis : HC0 satisfaction level (Sa) & price (P). There is a positive correlation between customer Hypothesis : HD0 satisfaction level (Sa) & Problem addressed by customers (P). There is a negative correlation between customer Hypothesis : HE0 satisfaction level (Sa) & Network traffic (N). 7 SAT 15 OCT
  • 8. DISSERTATION JAN 201-2012INTRODUCTION Assumptions considered All locations are considered to be equivalent while undergoing analysis. No distinction or emphasis was done based on different geographic locations • Assumption:1 This research didn’t include impact of gender , hence responses from both male & female were considered same. • Assumption:2 8 SAT 15 OCT
  • 9. DISSERTATION JAN 201-2012INTRODUCTION Research Purpose To understand on what basis marketers can evaluate a particular target customer beforehand to decide whether they are going to be satisfied or not. To know what factors consitute their satisfaction level & how those factors are correlated with satisfaction level. Also to get clarity on customer buying preferance. Research Motivation Being from Telecommunication background with Bachelor of technology in Electronics telecommunication Engineering, it was very much important to know, how customer choose a particular [GSM] telecom operator . On what basis they evaluate a particular operator 9 after purchase. SAT 15 OCT
  • 10. DISSERTATION JAN 201-2012INTRODUCTION Problems faced by Marketers Difficulty in knowing the factors which makes customer satisfied and on what circumstances or changes being made to each of those factors will impact on rise or fall of GSM customer satisfaction level. What attributes of services is utmost priority to customer. . Relevance to real world The mathematical equations developed in this research will help marketers to modify its features & existing services on timely basis that can best fit to their target market and also will help to design services in such a way that it is able to differentiate from 10 rest of the market players. SAT 15 OCT
  • 11. DISSERTATION JAN 201-2012INTRODUCTION Need • Effective designing of services 1 • Gaining competitive advantage 2 • Creating a potential market to cater to customers 3 Scope Scope 1 • Developing customer satisfaction level metrics Scope 1 • Predicting customer response beforehand. 11 • Support a model equation to help marketers to Scope 1 modify any selected factors for an existing service SAT 15 OCT
  • 12. DISSERTATION JAN 201-2012INTRODUCTION Limitations of the study Research doesn’t take into account how satisfaction level depends on demographic factors like age, culture & gender It considers all geography locations & gender as same Research focuses only on top most factors, eliminating other factors that may be influencing customer satisfaction level but their impact is less May not conclude to complete solution and have certain constraints 12 SAT 15 OCT
  • 13. DISSERTATION JAN 201-2012INTRODUCTION GSM market share 13 SAT 15 OCT
  • 14. DISSERTATION JAN 201-2012INTRODUCTION GSM Market Share Region Wise in World 14 SAT 15 OCT
  • 15. DISSERTATION JAN 201-2012INTRODUCTION GSM Market Share Region Wise in India 15 SAT 15 OCT
  • 16. RESEARCH METHODOLOGYResearch Design Target Sample Type of Research Primary scales Used Sources of data Analysis tool used Data collection method Sample Size Nature of sampling Software Package tool usedSampling Type DISSERTATION JAN 2010-2012 16
  • 17. DISSERTATION JAN 201-2012RESEARCH METHODOLOGY Research Design 17 SAT 15 OCT
  • 18. DISSERTATION JAN 201-2012RESEARCH METHODOLOGY Type of Research Causal Research It is done to establish a cause and affect relationship between factors & customer satisfaction level How variable function F(X) affects variable Y. *Dependent variable : Sa , Satisfaction Level *Independent variable : F(X), Factors influencing satisfaction level. Y = F(X) + C Where is C is constant value Here F(X) may be combination of several factors as shown below 18 F (X) = F (X1) + F (X2) + F (X3) + F (X4) ………. SAT 15 OCT
  • 19. DISSERTATION JAN 201-2012RESEARCH METHODOLOGY Sources of data • The main sources of primary research data were all those customers from Primary Data various part of India subscribed to any [GSM] services . Customers from all age groups were targeted. • Website search was done r to get an idea about telecom Industry and market share of various service operator. Secondary Data • Online journals were used to compose review of literature and to know the opinions & results of other research done in similar field or very close to it. 19 SAT 15 OCT
  • 20. DISSERTATION JAN 201-2012RESEARCH METHODOLOGY Data Collection method 20 SAT 15 OCT
  • 21. DISSERTATION JAN 201-2012RESEARCH METHODOLOGY Nature of Sampling Probability Sampling :  Probability sampling is one in which each population element has a known and equal chance of being included in the *sample  The population size is known. N0 = 55,95,50,000 Sampling Type Simple Random Sampling  This is a type of sampling in which samples were chosen randomly from the entire pool of population. 21  Each element in the population had a known and equal probability of selection. SAT 15 OCT
  • 22. DISSERTATION JAN 201-2012RESEARCH METHODOLOGY Target Sample Different Occupations Geographical Locations  Bangalore Region  Working professionals mainly  National Capital Region ( Delhi, from [IT], Banking, Hospitality, Noida, Gurgaon) Electronics, Telecom & Manufacturing Industries across  West India (Mumbai, Pune) India  East India (Kolkata)  Students mainly of Management,  South India ( Chennai, Hyderabad) Engineering, Chartered  South –East India ( Bhubaneswar, Accountants ,Biotechnology & Ranchi, Rourkela) life science background across India State wise coverage : Karnataka,  Friends on social networking sites Andhra Pradesh, Tamil Nadu, Kerala, Gender Maharashtra, Goa, Madhya Pradesh, NCR region, Gujarat, Uttar Pradesh,  Both male & female were Punjab, Rajasthan, Haryana, West Bengal, Orissa, Jharkhand, Bihar, 22 surveyed  Sex ratio was balanced close to Chhattisgarh, Tripura & Assam SAT 52%-48%. 15 OCT
  • 23. DISSERTATION JAN 201-2012RESEARCH METHODOLOGY Primary scales used • Name, Place, Gender, Age Nominal Scale • Comments, Contact address ,email-Id • Ranking of factors, Ordinal Scale • Customer priorities, Ordering factors • 5 point scale scale , Interval Scale • Bipolar scale rating • Price, Tariff rates Ratio scale • Number of SIM used by people 23 SAT 15 OCT
  • 24. DISSERTATION JAN 201-2012RESEARCH METHODOLOGY Analysis tool used Multiple Linear Regression Analysis Cross Tabulation Correlation Analysis Reliability Test Ranking Table Descriptive statistics Graphical Analysis 24 SAT 15 OCT
  • 25. DISSERTATION JAN 201-2012RESEARCH METHODOLOGY Sample Size 25 SAT 15 OCT
  • 26. DISSERTATION JAN 201-2012RESEARCH METHODOLOGY Software package/ tools used SOFTWARE TOOL ANALYSIS TOOL Correlation, Regression, IBM SPSS STATISTICS Descriptive, Central Tendencies, V.14 Reliability Test, Cross Tabulation, Plotting charts Prioritizing Matrix ,Percentage Microsoft Excel calculation, Market share, Ratios, V.2010 Frequency Tables, Plotting, Graphical Analysis Google Form Frequency & Graphical Analysis 26 SAT 15 OCT
  • 27. RESULTS & DISCUSSIONFactor Priority Table Cross Tabulation Correlation Analysis Market Share Regression Analysis Null Hypothesis Acceptance Graphical Analysis Finding & Discussions SPSS output Results Finding vs ObjectivesInterpretation DISSERTATION JAN 2010-2012 27
  • 28. DISSERTATION JAN 201-2012RESULTS & DISCUSSION PHASE 1: Online Checklist survey form To identify & Priortize various factors Sample Size responsible for customer satisfaction 23 People Plotting Frequency Table . Charts PHASE:1 Graphical . Analysis Analysis Online Survey Form Percentage Priortization 28 Calculation Matrix . SAT 15 OCT
  • 29. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Factor Frequency table ATTRIBUTE FREQUENCY % 1.Optimal Service Quality 14 61% 2. Service Reliability/Service Guarantee 8 35% 3. Justified Value & benefit for Money 11 48% 4. Reasonable price rates for Call/SMS/Roaming 17 74% 5. Customized flexible discounts/offers available after 2 9% purchase 6. Ease of technicality/usage 4 17% 7. Low traffic in network/ Network doesn’t remain busy 16 70% for most of the time 8. Wide variety of Offers/Boucher/recharge available 8 35% 9. Additional services like Internet, 16 70% GPRS,Downloads,Software uploads etc. 29 10. Brand Image Itself 3 13% SAT 15 OCT
  • 30. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Factor Frequency table ATTRIBUTE FREQUENCY % 11. Saves cost on connecting with friends/loved 8 35% ones/family/relatives using the same GSM service 12. Ease to remember your own number 9 39% 13. Problems being well addressed by customer care 11 48% 14. Ease of prepaid recharge/Postpaid payment through 9 39% website portal via online banking/Credit/Debit cards 15. Immediate access to network as soon as you buy a 8 35% SIM 16. Availability of Boucher/offer in your nearest store 7 30% 17. High Performance 12 52% 18. Functional ability of the service to do as it was 1 4% intended 19. High customer security & privacy maintained for 5 22% 30 customer database SAT 20. Customer care frequently in touch with customer 5 22% 15 OCT
  • 31. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Factor Frequency table ATTRIBUTE FREQUENCY % 21. Ease of Internet/GPRS Installation 9 39% 22. Correctness of Information delivered 1 4% 23. All features demanded are well Integrated 2 9% 24. Number can be reused when you change your 4 17% SIM 25. Flexibility in offerings made 1 4% 26. Easy to identify problem & act on it 2 9% 27. Sustainable life of SIM 3 13% 28. Maintainable 1 4% 29. Scalability : Same SIM can be modified & extra 3 13% features can be easily added in future 31 30. High Quality sound clarity while conversion / 11 48% No network disturbance/ No noise SAT 15 OCT
  • 32. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Results Only those factors which were close to 50% or had 50% above preference or in other way the frequency were more than 10 were selected Factor Priority Table ATTRIBUTES RANK PRIORITY % 1.Reasonable Price rates 1 15.74074074 2.Network Traffic 2 14.81481481 3.Additional Service 2 14.81481481 4.Service Quality 3 12.96296296 5.Performance 4 11.11111111 6.Benefit for Money 5 10.18518519 7.Sound Clarity 5 10.18518519 32 8.Problems addressed by customer care 5 10.18518519 SAT 15 OCT
  • 33. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Results FINDINGS & DISCUSSIONS Only those factors which were close to 50% or had 50% above preference or in other way the frequency were more than 10 were selected  From the priority matrix Prioritythat Reasonable price Factor it seems Table rates, network traffic & additional [GSM] service were of ATTRIBUTES top most high importance. RANK PRIORITY % 1.Reasonable Price rates 1 15.74074074  Additional 2.Network Traffic service, Quality & Performance were also 2 14.81481481 important factors considered while customer feel satisfied 3.Additional Service 2 14.81481481 about a [GSM] operator. 4.Service Quality 3 12.96296296 5.Performance for money, Sound clarity & role of4  Benefit customer 11.11111111 care in 6.Benefit for Money 5 10.18518519 handling problems also played a vital role in customers mind 7.Sound Clarity 5 10.18518519 33 8.Problems addressed by customer care 5 10.18518519 SAT 15 OCT
  • 34. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Results FINDINGS & DISCUSSIONS Only those factors which were close to 50% or had 50% above preference Objective 1: Achieved or in other way the frequency were more than 10 were selected The important factors responsible Factor Priority Table for customer satisfaction were identified Objective 2: Achieved The factors were ranked & 34 priortized SAT 15 OCT
  • 35. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Graphical Results Number of mobile operators GSM Type of mobile communication SIMS customers have used till date Gender Classification factors customers consider most 35 SAT 15 OCT
  • 36. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Graphical Results: Customer Buying Influenced by – Parents Influenced by - Spouse Influenced by - Girl Friend/Boy Friend Influenced by – Friends Influenced by - Girl Friend/Boy Friend Influenced by – Friends 36 SAT 15 OCT
  • 37. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Graphical Results: Customer Buying FINDINGS & DISCUSSIONSInfluenced by Office peers/ colleagues Influenced by - Organization they belong  30 % of people are using 3 [GSM] Mobile [SIM], 26% of people are using using 5 [GSM] Mobile [SIM], and around 22% of sample is using more than 5 [SIM]..  66.66 % of people are using Post-paid service self-owned, 18.18 % using pre-paid service self-owned and 15% are using post- paid/pre-paid provided by their company. Influenced by – Cousins Influenced by – Relatives  73% of People considered [STD] call rates as the most important factor for opting to [GSM] ,64% of People considered Local call rates as the most important factor  Choice of Mobile [SIM] is strongly influenced by Friends 37 SAT 15 OCT
  • 38. DISSERTATION JAN 201-2012RESULTS & DISCUSSION PHASE 2: Interview Method To understand customer preferance Sample Size & tariff plans 17 People Plotting Frequency Charts Table . PHASE:2 Graphical . Analysis Analysis Interview method Percentage 38 . Calculation SAT 15 OCT
  • 39. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Questions Asked 1. Do you think if you were not employed in current company, then you may have used/using some other mobile [GSM] [SIM] then your current one. If yes then why do you feel so? 2. Do you have any mobile [GSM] [SIM] provided by your current employed company ( Prepaid or Postpaid). If yes, you can enter the details of that 3. Name of mobile [SIM] operator provided by you company: postpaid/Prepaid 4. Do you think if you were not in Bangalore then you may have been using some other mobile [SIM] then your current one. If yes then why? 5. Office Trips to other places could have been tackled with dual [GSM] [SIM] approach to avoid extra roaming charges while travelling by using an entirely separate [SIM] scheme having roaming advantage. Do you agree? Or you can suggest if anything else you have. 39 SAT 15 OCT
  • 40. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Questions Asked 1. Please let me know your Price rates for current mobile [GSM] [SIM] operator that you use most often  Enter SIM operator (Company) :  E1. Enter [STD] call rates ( in Price per sec/min ):  E2. Enter [Local] Call rates ( in Price per sec/min):  E3. Enter [SMS] Call rates ( in Price per SMS ):  E4. Enter Roaming Rates ( in Price per sec/min): 1. Any Additional services like [GPRS], internet, downloads, ringtones that you are using or have used. If yes, please mention ? 2. For what purpose customer care call you and also for what purpose you call them? 40 SAT 15 OCT
  • 41. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Graphical Results D. How many think that the Dual SIM is E.How many people are using Dual Not useful SIM at current Useful Using 12% 18% Useful Not using 88% 82% F. Percentage % of people using following service 64.7 % 58.8 % 41.11 % 29.4 % 41 GPRS Internet Ringtone Application SAT Dowload 15 OCT
  • 42. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Graphical Results C. Does Choice of GSM SIM influensed by current location Neutral 5% Disagree Agree 42% 53% G. Percentag e % of peole using Not aware of Roaming charges 47.05 % SMS: Less than 50 P / Min 88.23 % Local: Less than 60 P/Min STD: less than 60 P/ Min 82.35 % 70.58 % 42 SAT 15 OCT
  • 43. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Graphical Results A. DoesChoice of GSM SIM B. Do Working professional use depend upon company you GSM service provided by their are employed company YES NO 27% 73% NO YES 46% 54% 43 SAT 15 OCT
  • 44. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Graphical Results FINDINGS & DISCUSSIONS E.How many people are using Dual D. How many think that the Dual SIM at current Not SIM is useful  88.23% of people feel that Dual Using Useful SIM12% useful though only 17.6% is of them were using Dual SIM. 18% Not using Useful  ( 54.5%) working 82% professional had opted prepaid/postpaid 88% connection provide by their company  (64.7%) are using GPRS facility, 10 (58.8 %) Internet facilities, 5 (29.4%) Ringtone, 7 ( 41.11 % ) application downloads. F. Percentage % of people using following service  Maximum of64.7 % around 78.56 % that is more than three- people, 58.8 % fourth of entire population are using only prepaid [GSM] connections. 41.11 % 29.4 % 44 GPRS Internet Ringtone Application SAT Dowload 15 OCT
  • 45. DISSERTATION JAN 201-2012RESULTS & DISCUSSION PHASE 3: Online Survey method To derive X-Y relationship between Sample Size Satisfaction level & identified factors 107 People Regression Correlation . PHASE:3 . Analysis Descriptive Online Survey Method Reliability Cross 45 test tabulation . SAT 15 OCT
  • 46. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Questions Asked Rate the mobile GSM SIM subscriber that you like the most between 1 to 7 Mobile GSM SIM operators you dislike the most chosen in Q6, rate the following factors A. Service Quality B. Benefit for Money C. Price rates D. Network remaining busy E. Additional services) Problems frequently addressed by customer care G. Performance 46 H. Sound clarity SAT 15 OCT
  • 47. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Questions Asked Rate the mobile GSM SIM subscriber that you dislike the most between 1 to 7 Mobile GSM SIM operators you dislike the most chosen in Q6, rate the following factors A. Service Quality B. Benefit for Money C. Price rates D. Network remaining busy E. Additional services) Problems frequently addressed by customer care G. Performance 47 H. Sound clarity SAT 15 OCT
  • 48. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Questions Asked Rate any third mobile GSM SIM subscriber that you use between 1 to 7 Mobile GSM SIM operators you dislike the most chosen in Q6, rate the following factors A. Service Quality B. Benefit for Money C. Price rates D. Network remaining busy E. Additional services) Sample Size = 3 N Problems frequently = 3 X 107 = 321 addressed by customer care G. Performance 48 H. Sound clarity SAT 15 OCT
  • 49. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Correlation Analysis Correlation functions are a useful indicator of dependencies as a function of distance in time or space Correlation Variable S: Clarity of Sound Pr: Price Rates Pa: Degree of problem Addressed by Customer care B : Benefit for Money N : Degree of network remaining busy Q : Service Quality P:Performance A: Degree of additional service available Sa: Customer Satisfaction Level Sample Size 49 107 X 2 = 214 samples ( each individual rated twice for two sims ) SAT 15 OCT
  • 50. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Correlation Analysis Results Interpretation The following parameters were strongly correlated with correlation coefficient value above R > 0.75 and *significance value < 0.05 Satisfaction Level ( Sa ) Very strongly & Positively correlated to Sound clarity (S) [ 92.1%] strongly & Positively correlated to benefit for money (B) [81.4 %] strongly & Negatively correlated to Network remaining busy (N) [-81.2 %] strongly & Positively correlated to Additional Service (A) [ 82.9 % ] strongly & Positively correlated to Performance (P) [ 84.5%] strongly & Positively correlated to Service Quality (Q) [ 83.1%] 50 SAT 15 OCT
  • 51. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Correlation& DISCUSSIONS FINDINGS Analysis Results Interpretation  Factor, N: network remaining busy is inversely proportional to satisfaction level. More is the network The following parameters were strongly correlated with correlation traffic lesser. lesser will be the satisfaction level of0.05 coefficient value above R > 0.75 and *significance value < customer.  Higher the level of Q,B,A,P & S, higher will be the level of satisfaction Satisfaction Level ( Sa ) Very strongly & Positively correlated to Sound clarity (S) [ 92.1%]  Sound clarity has the to benefit for money satisfaction strongly & Positively correlated highest impact on (B) [81.4 %] level and thus it has to be given utmost preference as strongly & Negatively correlated to Network remaining busy (N) [-81.2 %] strongly & Positivelygood sound Additional Service (A) [ 82.9 % ] maintaining correlated to quality will improve the strongly & Positively correlated to Performance (P) [ 84.5%] overall satisfaction value strongly & Positively correlated to Service Quality (Q) [ 83.1%] 51 SAT 15 OCT
  • 52. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Multiple Linear Regression Analysis focus is on the relationship between a dependent variable and one or more independent variables Independent Variable S: Clarity of Sound Pr: Price Rates Pa: Degree of problem Addressed by Customer care B : Benefit for Money N : Degree of network remaining busy Q : Service Quality P:Performance A: Degree of additional service available Dependent variable Sa: Customer Satisfaction Level 52 Sample Size 107 X 2 = 214 samples ( each individual rated twice for two sims ) SAT 15 OCT
  • 53. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Multiple Linear Regression Results Interpretation R square value R Square value = 0.874 .It shows that the relationship is 87.4% accurate to define the existing relationship between Dependent variable (Sa) & Independent variable [Q,S,P,Pr,Pa,B,N,A]. T-test The independent variable that are t-value > 0.5 are Q, S, P, Pr, B,N,A. They have a greater impact on the output and forms a strong relation with it. F-test Significance Level Out of above Pr > 0.05 & Pa > 0.05, hence it is not significant and has to be 53 discarded. SAT 15 OCT
  • 54. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Multiple Linear Regression Results Interpretation B value & C Value Slopes of N -> they are negatively related Slopes S,Q,B,A,P- > they are Positively related Multiple Regression linear Equations Sa = C + F(X) ; C = 3.293 F(X) = 0.195 Q + 0.104 B - 0.124 N + 0.216 A + 0.143 P + 0.799 S Sa = 3.293 + 0.195 Q + 0.104 B -0.124 N + 0.216 A + 0.143 P + 0.799 S 54 SAT 15 OCT
  • 55. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Correlation& DISCUSSIONS FINDINGS Analysis Results Interpretation remaining busy is inversely Factor, N: network proportional to satisfaction level. More is the network traffic lesser. lesser will be the The following parameters were strongly correlated with correlation satisfaction level of customer. coefficient value above R > 0.75 and *significance value < 0.05 Sa α 1/N Higher the level of Q,B,A,P & S, higher will be the level of satisfaction as they are directly proportional. Satisfaction Level ( Sa ) Sa α Q,B,N,A,P,S VerySound clarity has the highest impactSound clarity (S)level and thus it strongly & Positively correlated to on satisfaction [ 92.1%] stronglyto be given utmost preference as maintaining good sound has & Positively correlated to benefit for money (B) [81.4 %] strongly & Negatively correlated tosatisfaction value andbusyhave[-81.2 %] quality will improve the overall Network remaining will (N) at least 4 times more impact than increasing any other factors. strongly & Positively correlated to Additional Service (A) [ 82.9 % ] strongly & Positively correlated to Performance (P) [ 84.5%] strongly & Positively correlated= 4Service Quality (Q) or83.1%] Increase of S to X ( increase in Q [ A ) 55 SAT 15 OCT
  • 56. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Correlation& DISCUSSIONS FINDINGS Analysis Results Interpretation remaining busy is inversely Factor, N: network proportional to satisfaction level. More is the network traffic lesser. lesser will be the The following parameters were strongly correlated with correlation satisfaction level of customer. coefficient value above R > 0.75 and *significance value < 0.05 Objective α : 1/N Sa 3 Achieved Higher the level of Q,B,A,P & S, higher will be the level of satisfaction To derive X-Y relationship as they are directly proportional. Sa α Q,B,N,A,P,S for highest impact on satisfaction level and thus it Sound clarity has the satisfaction level has to be given utmost preference as maintaining good sound quality will improve the overall satisfaction value and will have at least 4 times more impact than increasing any other factors. Increase of S = 4 X ( increase in Q or A ) 56 SAT 15 OCT
  • 57. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Graphical Analysis Gender Classification Age Classification Geographical Distribution 57 SAT 15 OCT
  • 58. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Graphical Analysis Favorite GSM GSM service provider service provider people dislike the most 58 SAT 15 OCT
  • 59. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Cross tabulation 59 SAT 15 OCT
  • 60. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Cross tabulation 60 SAT 15 OCT
  • 61. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Market Share Analysis MTNL Market Share 0% SPICE HFCL UNINOR 1% 0% 2% Other AIRCEL 3% AIRTEL 6% 19% IDEA 10% BSNL VODAFONE 11% 18% TATA 13% RELIANCE 17% 61 SAT 15 OCT
  • 62. DISSERTATION JAN 201-2012RESULTS & DISCUSSION FINDINGSShare Analysis Market & DISCUSSIONS  31% of people rated Vodafone as their favorite [GSM] service provider followed by 30% rating Airtel MTNL Market Share 0%  32% of people rated Reliance SIMs to be disliking the most , SPICE 1% HFCL 0% UNINOR followed by 19% [BSNL], 11% Aircel 2% Other AIRCEL 3% AIRTEL 6% 19%  Market Leader:Airtel, Vodafone & Reliance IDEA 10%  Market Challenger: TATA, [BSNL] & IDEA BSNL 11% VODAFONE 18%  Market Follower: Uninor , HFCL TATA 13% RELIANCE  Niche Market: 17% [MTNL] has niche market segment targeting only Metro Politian cities. Spice is also targeting only metro & Cosmo Politian cities in 62 Southern India like Bangalore, Mysore, Mangalore SAT 15 OCT
  • 63. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Null hypothesis Acceptance S.no Hypothesis Correlation Result There is a positive correlation between customer satisfaction Positively correlatedHypothesis : HA0 Accepted level (Sa) & quality of service to as high as 83.1% (Q). There is a positive correlation between customer satisfaction Positively correlatedHypothesis : HB0 Accepted level (Sa) & Performance of to as high as 84.5% service (R). There is a negative correlation Weekly correlated toHypothesis : HC0 between customer satisfaction Rejected level (Sa) & price (P). as low as 26.4% There is a positive correlation between customer satisfaction Weekly correlated toHypothesis : HD0 Rejected level (Sa) & Problem addressed as low as 35.2% by customers (P). 63 There is a negative correlation Negatively correlatedHypothesis : HE0 between customer satisfaction Accepted SAT to as high as - 81.2% 15 OCT level (Sa) & Network traffic (N).
  • 64. DISSERTATION JAN 201-2012RESULTS & DISCUSSION Findings on individual objectives proposed 64 Sa: Customer Satisfaction Level; Q : Service Quality; B : Benefit for Money, N : Degree of network SAT remaining busy, A: Degree of additional service availableP: Performance , S: ound Clarity ] 15 OCT
  • 65. RECOMMENDATION & CONCLUSIONResearch Overview Problems faced by marketers Research Topic Relevance to real world Research Objectives Need Proposed Null Hypothesis Scope Assumptions Considered Limitations of study Research Purpose Industry Market sharesResearch Motivation DISSERTATION JAN 2010-2012 65
  • 66. DISSERTATION JAN 201-2012RECOMMENDATION & CONCLUSION Reccomendation 66 SAT 15 OCT
  • 67. QUESTION & ANSWER Questions & AnswerDISSERTATION JAN 2010-2012 67
  • 68. Thank You SAT 68 DISSERTATION JAN 201-201215 OCT

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