This document summarizes a study on customer satisfaction with Tata Docomo mobile services in Pimpri Chinchwad, India. It finds that most customers use 3G Plus plans and are satisfied with call charges and billing but dissatisfied with network coverage, signal clarity, and complaint resolution times. It suggests that Tata Docomo improve retailer training, differentiate its brand, and address network issues to capture more of the market.

1. CUSTOMER SATISFACTION OF
TATA DOCOMO IN PCMC
BY,
ROHIT
SONAWANE
DIVISION- A
ROLL NO- 24
Under the guidance of,
Prof Shivaji Mane

2. INTRODUCTION
• After LPG policy which was announced in 1991 the doors of the
India become open to the foreign market and as a result of which
many new players in all the sectors invested and result of which was
it created a competition to other Indian companies also
Telecommunication was the sector which was impacted because of
government policy. Many other companies entered the market and
they created the competition for Indian companies which resulted
in difficulty in sustaining into the Indian market no longer, so the
companies started to differentiated themselves by using various
marketing strategies so, it is difficult to any company to sustain and
satisfy their customers for a longer period
• So as to know whether the customers of Tata Docomo are satisfied
or not with the services which are provided by them the researcher
has undergone the Research of Customer satisfaction of Tata
Docomo in PCMC area. This project will help the company to know
its strengths, weaknesses, opportunities and challenges, the level of
satisfaction of the customers, so that

3. Management problem:
Tata Docomo is the one of the leading competitor in
provision of telecom services to Indian customers,
even though they are providing much economical
plans to customers then also the company is facing
the problem in acquiring good market share and
sustain into competition
PROJECT TITLE
A STUDY OF CUSTOMER SATISFACTION OF TATA DOCOMO IN
PCMC AREA

4. OBJECTIVES AND SCOPE
Objectives:
• To study the level of satisfaction of customers of Docomo
• To study the services which are mostly used by the customers
• To study the services which are mostly not preferred by the
customers
Scope of the study:
The present study is confined to Pimpri Chinchwad area only.
The present concept includes the concepts of Customer
satisfaction
The collected data has been analyzed with simple statistical tools
like percentage, tabulation, likert scale method etc.

5. THEORITICAL BACKGROUND

6. CUSTOMER SATISFACTION
• DEFINITION-
1.Customer satisfaction, according to Gene Muratore,
QIT America,is defined as: meeting specifications;
guaranteeing on-time delivery; providing value, not just
price; and making a commitment to the industry's
future.
2.According to Philip Kotler “Satisfaction is a person’s
feelings of pressure of disappointment resulting from
comparing a products perceived performance
(outcome) in relation to his or her expectation”

7. HOW TO MEASURE SATISFACTION
DIRECT METHODS:
• Directly contacting customers and getting their valuable feedback is very
important. Following are some of the ways by which customers could be
directly tabbed:
– Getting customer feedback through third party agencies.
– Direct marketing, in-house call centers, complaint handling
department could be treated as first point of contact for getting
customer feedback. These feedbacks are compiled to analyze
customers’ perception.
– Getting customer feedback through face to face conversation or
meeting.
– Feedback through complaint or appreciation letter.
– Direct customer feedback through surveys and questionnaires.
• INDIRECT METHOD:
1. Customer Complaints
2. Customer Loyalty

8. COMPANY PROFILE
TATA TELECOMMUNICATION
• ESTABLISHED IN 1996
• PIONEER OF 1X TECH. PLATFORM IN INDIA
• A COMPANY OF TATA GROUP
TATA DOCOMO
Arising out of the Tata Group's strategic alliance with
Japanese telecom major NTT DOCOMO in November
2008
Tata DOCOMO has also become the first Indian private
operator to launch 3G services in India
• 1st mobile service provider to have second pulse tariff

9. PRODUCT LINE
• Tata photo+
• Tata photon 3G
• Tata photon max wifi
• SIM CARDS

10. RESEARCH METHODOLOGY
Type of research Descriptive
Research Approach Survey and Observation
Data Sources Primary and Secondary Data
Research Instrument Structured Schedule
Type of Universe Tata Telecom Customer
Research Area PCMC area
Sample Size 80
Contact Method Personal Interview
Type of Sampling Non Probabilistic Convenience Sampling

11. LIMITATIONS
• When the User are busy we can‘t get accurate
data from them. During survey some respondents
may not give answer in a proper manner or might
be their biasness is make some difference between
the actual feedback and given feedback.
• It is not possible to obtain some confidential data
from the organization.
• Limited time available for interviewing the
respondents. As a result of this it was not possible
to gather full information.

12. DATA ANALYSIS AND INTERPRETATION

13. Kinds of Plans used by the Customers
Sr No Plans
No of
Customers Percentage
1 Minutes Pack 7 8.75
2 Rate Cutter 15 18.75
3 Full talk time plus 27 33.75
4 3G Plus 19 23.75
5 SMS 12 15
Total 80 100
From the Above table it is clear that maximum Customer i.e. 28.75% Use 3G Plus plans and
only 12.05% customers use Full talk time plus.
Conclusion- It is concluded that most of the customers use Full talk time plus plans.

14. Services Expected before Preferring Tata Docomo
Sr No Services No of Customers Percentage
1 Best Service 21 26.25
2 Economy 16 20
3 Clear Network 0 0
4 Bonus Card 0 0
5 Easy Recharge 10 12.5
6 Caller Tune 7 8.75
7 Rate Cutter 4 5
8 Net Connection 13 16.25
9 Message Pack 0 0
10 Special Offer 9 11.25
Total 80 100

15. SATISFACTION LEVEL OF CUSTOMERS WITH VARIOUS
SERVICES PROVIDED BY TATA DOCOMO
OVERALL SATISFACTION

16. FINDINGS
• Maximum number of Customers i.e. 25% refers Tata
Docomo for its Low call rate and Data Plans. 6.25%
Customers refers Docomo because of its availability of
recharges
• Maximum Customer i.e. 28.75% Use 3G Plus plans and
only 12.05% customers use Full talk time plus.
• Most of the Customers are Satisfied with helpline
service, Billing pattern and call charges and Dissatisfied
with Time taken to solve complaints, coverage, signal
clarity, Retailer Knowledge & time for recharge

17. SUGGESTIONS
• Give more incentives to retailers so, that they will promote Tata Docomo
• Increase the Effectivity in the Advertisement by showing some situations that can hammer the lay man
and during purchase he can give preference to your product
• Increase the advertisement medium including Social networking sites
• Differentiating the brand by giving knowledge to Customers that during choice of network only signal
clarity should not be considered but also other aspect taken into consideration
• Compliant Solving time should be reduced to maximum 30 minutes from 1 hour
• There should be Improvement in the Roaming service.
• Update Retailers timely about Various services which have been launched.
• Correct information about the Product should be given to customers by the sales person
• Use Pull Strategy so that Retailers can make sale for the company.

18. CONCLUSION
Although the service provided by Docomo is
good as compare to other network, but it is
unable to capture the market because of wrong
impression of customers i.e. Docomo has poor
network quality, so it can be concluded that as
to become a market leader they should take an
initative to solve the problems which they are
facing.

19. BIBLIOGRAPHY
Books:-
• Philip Kotler, Keller Lane, Abraham BCoshy, MithileshwarJha, Marketing
Management, Person Education, New Delhi, 2006, 12th edition, page no. 67-147.
• Philip Kotler, Gary Armstrong, Prafulla Y. Agnihotri and EhsanulHaque, “Principle of
Marketing”, Pearson Education Pvt. Ltd., New Delhi, 13th Edition, Copyright © 2010
• Naresh K. Malhotra, Satyabhushan Dash, “Marketing Research and Applied
Orientation”, Pearson Education Pvt. Ltd., New Delhi, 6th Edition, Copyright © 2010
• Dr.P.C. Pardesi, Research Methodology, NiraliPrakashan, Pune, 2005, 3rd edition,
page no. 43-67.
• G. C Beri ,”Marketing Research”, 4th Edition, Published by Tata MacGaw Hill
Education Pvt. Ltd., New Delhi, Copyright © 2008
Websites:-
– www.google.com
– www.tatateleservices.com
– www.ebscohost.com
– www.Jgate.com

20. THANK YOU