This document provides an overview of the telecom sector in India. It discusses the growth of the sector over the past decade, with increasing subscriber base and network coverage driving growth. The key growth drivers identified are increased access to newer technologies like 3G, changing consumer behavior, and the emergence of cloud technologies. The mobile subscriber base is expected to rise to 696 million by 2012. Mobile value added services and mobile number portability are also growing substantially and expected to further fuel growth in the sector.
vodafone , vodafone report, project on vodafone, service operation managementMicky Lyf
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 2013 revenues (behind China Mobile), and had 434 million subscribers as of 31 March 2014.
Vodafone owns and operates networks in 26 countries and has partner networks in over 50 additional countries. Its Vodafone Global Enterprise division provides telecommunications and IT services to corporate clients in 150 countries.
Vodafone has a primary listing on the London Stock Exchange and is a constituent of the FTSE 100 Index. It had a market capitalisation of approximately £89.1 billion as of 6 July 2012, the third-largest of any company listed on the London Stock Exchange.It has a secondary listing on NASDAQ.
It is well known to all that the Indian telecom industry has been regularly beating target i.e. It has been grown like very complexly, dynamically as well as competitively. Because in the modern world every business is growth prospective oriented. And now-a day’s one of the major issue in Indian Telecom Industry is how to expand their own business through the latest technologies like mobile data. Mobile Data to meet the various requirements for various purposes of people. That’s why growth of data usage increase especially happens when business, travelers, academician and other professional needs to access email and other corporate applications during urgent trips and travels. Also youngsters are using smart phones and that’s why company also developed various applications like online shopping application(Flipkart,Snapdeal, Amazon, Jabong, Shopclus, etc.), various social media applications(Whatsapp, Messenger, Instragram, Twitter, etc.), online newspaper, songs applications(gaana.com, saavn.com, etc. ), various travelling applications (Uber, OLA Cab, GPS, Google Map, etc.), etc. So, without mobile data using these applications is not possible. So, now a day’s mobile data is very essential.
vodafone , vodafone report, project on vodafone, service operation managementMicky Lyf
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 2013 revenues (behind China Mobile), and had 434 million subscribers as of 31 March 2014.
Vodafone owns and operates networks in 26 countries and has partner networks in over 50 additional countries. Its Vodafone Global Enterprise division provides telecommunications and IT services to corporate clients in 150 countries.
Vodafone has a primary listing on the London Stock Exchange and is a constituent of the FTSE 100 Index. It had a market capitalisation of approximately £89.1 billion as of 6 July 2012, the third-largest of any company listed on the London Stock Exchange.It has a secondary listing on NASDAQ.
It is well known to all that the Indian telecom industry has been regularly beating target i.e. It has been grown like very complexly, dynamically as well as competitively. Because in the modern world every business is growth prospective oriented. And now-a day’s one of the major issue in Indian Telecom Industry is how to expand their own business through the latest technologies like mobile data. Mobile Data to meet the various requirements for various purposes of people. That’s why growth of data usage increase especially happens when business, travelers, academician and other professional needs to access email and other corporate applications during urgent trips and travels. Also youngsters are using smart phones and that’s why company also developed various applications like online shopping application(Flipkart,Snapdeal, Amazon, Jabong, Shopclus, etc.), various social media applications(Whatsapp, Messenger, Instragram, Twitter, etc.), online newspaper, songs applications(gaana.com, saavn.com, etc. ), various travelling applications (Uber, OLA Cab, GPS, Google Map, etc.), etc. So, without mobile data using these applications is not possible. So, now a day’s mobile data is very essential.
Study the customer response towards vodafone enterprise products among small ...Dipti Ranjan Bhoi
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.
This Gives you a breif about how to do a powerpoint presentation, how to prepare questionnaire and what was the result by doing vodafone customer satisfaction survey
A study on retailers’ perspective about market performance of airtel in selec...Bella Meraki
This project aims to find the market performance of Airtel in selected regions of Trivandrum city. Airtel has been the number one player in the market for the past few years, however to maintain the market leadership Airtel needs to continuously modify its strategy and tactics. In this project factors that make Airtel both customer friendly and retailer friendly are analyzed. The other facts analyzed include: - how far the retailers are benefitting from Airtel, why Airtel is the most preferred brand for customers, what are the tactics used by Airtel to retain market leadership etc.
This project was conducted within six months of the launch of R-JIO to know the satisfaction level of customers towards R-JIO. It also includes a study of the response of major market players towards R-JIO.
Study the customer response towards vodafone enterprise products among small ...Dipti Ranjan Bhoi
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.
This Gives you a breif about how to do a powerpoint presentation, how to prepare questionnaire and what was the result by doing vodafone customer satisfaction survey
A study on retailers’ perspective about market performance of airtel in selec...Bella Meraki
This project aims to find the market performance of Airtel in selected regions of Trivandrum city. Airtel has been the number one player in the market for the past few years, however to maintain the market leadership Airtel needs to continuously modify its strategy and tactics. In this project factors that make Airtel both customer friendly and retailer friendly are analyzed. The other facts analyzed include: - how far the retailers are benefitting from Airtel, why Airtel is the most preferred brand for customers, what are the tactics used by Airtel to retain market leadership etc.
This project was conducted within six months of the launch of R-JIO to know the satisfaction level of customers towards R-JIO. It also includes a study of the response of major market players towards R-JIO.
TELECOMMUNICATIONS BUSINESS TRANSFORMATION: FRAMEWORK AND RECOMMENDATIONSIAEME Publication
Fueled by the convergence of mobile broadband, the Internet and growing demand for real-time access to information, technology is disrupting all areas of businesses. Disruption is strong across all industries and transforming traditional products and services, including business models. With the rapid migration to Internet protocol-based services, it is driving pervasive disruption throughout the mobile industry ecosystem. The mobile industry is now poised to be the next major disruption. Therefore, telecommunications business success requires organizations to be more resilient, adaptive and creative in order to invent new business models and transform their internal processes
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...Kumar Satyam
According to TechSci Research report, “India Orthopedic Devices Market -Industry Size, Share, Trends, Competition Forecast & Opportunities, 2030”, the India Orthopedic Devices Market stood at USD 1,280.54 Million in 2024 and is anticipated to grow with a CAGR of 7.84% in the forecast period, 2026-2030F. The India Orthopedic Devices Market is being driven by several factors. The most prominent ones include an increase in the elderly population, who are more prone to orthopedic conditions such as osteoporosis and arthritis. Moreover, the rise in sports injuries and road accidents are also contributing to the demand for orthopedic devices. Advances in technology and the introduction of innovative implants and prosthetics have further propelled the market growth. Additionally, government initiatives aimed at improving healthcare infrastructure and the increasing prevalence of lifestyle diseases have led to an upward trend in orthopedic surgeries, thereby fueling the market demand for these devices.
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Remote sensing and monitoring are changing the mining industry for the better. These are providing innovative solutions to long-standing challenges. Those related to exploration, extraction, and overall environmental management by mining technology companies Odisha. These technologies make use of satellite imaging, aerial photography and sensors to collect data that might be inaccessible or from hazardous locations. With the use of this technology, mining operations are becoming increasingly efficient. Let us gain more insight into the key aspects associated with remote sensing and monitoring when it comes to mining.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Accpac to QuickBooks Conversion Navigating the Transition with Online Account...PaulBryant58
This article provides a comprehensive guide on how to
effectively manage the convert Accpac to QuickBooks , with a particular focus on utilizing online accounting services to streamline the process.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
Unveiling the Secrets How Does Generative AI Work.pdf
Vodafone
1. TELECOM SECTOR
A STUDY ON CUSTOMER SATISFACTION OF
VODAFONE IN South Delhi
22010-2011
FIIB| NEW DELHI
2. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
PREFACE
We all know how the competition in every sector is transforming the business environment. In
this era of competition, the main driving force is to get fair and square information about the
business. It is well said that "You can do what you have to do, and sometimes you can do it even
better than you think you can provided that you have right information with you."
With the same spirit, I undertake the writing of this report of the mini project, because it
is fact, that every worthwhile accomplishment, big or little, has its stages of drudgery and
triumph; a beginning, a struggle and a victory.
Being a management student, we must know competition is not only rife but growing more
intense every year. Moreover, every firm wants to rule its corresponding market and hold the top
position. Competition includes all the actual and potential rival offerings and substitutes that a
buyer might consider. So, it becomes very essential to know the competitors product/services in
all the sense.
So, the mini project titled “A Study On Customer Satisfaction of VODAFONE In
Ranchi” is aimed at knowing the competitors product and strategies with respect to different
parameters like specification, features, price, promotional activities, after sales service,
distribution channel etc. And, it is quite obvious that this comparative overview about the
product and market survey will help the company in many ways taking into consideration its
important factors of success.
1
3. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
INDEX
S No. Chapter Name Page No.
1. Introduction 3-6
2. Objectives 7
3. Research Methodology 8-10
4. Company Profile 11
5. Data Analysis & Interpretation 12-25
6. Conclusion 26
7. Bibliography 27
8. Appendix 28-31
2
4. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
INDUSTRY OVERVIEW
1.1 Introduction
The Indian telecommunications industry is one of the fastest growing in the world.
Government policies and regulatory framework implemented by Telecom Regulatory Authority
of India (TRAI) have provided conducive environment for service providers. This has made
the sector more competitive, while enhancing the accessibility of telecommunication services
at affordable tariffs to the consumers. In the last two decades, the Indian Telecom Sector and
mobile telephony in particular has caught the imagination of India by revolutionizing the way
we communicate, share information; and through its staggering growth helped millions stay
connected. This growth, however, has and continues to be at the cost of the Climate, powered
by an unsustainable and inefficient model of energy generation and usage. Simultaneously, this
growth has also come at significant and growing loss to the state exchequer, raising
fundamental questions on the future business and operation model of the Telecom sector.
The telecom industry has witnessed significant growth in subscriber base over the last decade,
with increasing network coverage and a competition-induced decline in tariffs acting as
catalysts for the growth in subscriber base. The growth story and the potential have also served
to attract newer players in the industry, with the result that the intensity of competition has
kept increasing. The sector expected to witness up to US$ 56.3 billion investments and the
market will cross the US$ 101 billion mark in five years.
1.2 Current Scenario
The Indian telecom sector has witnessed tremendous growth over the past decade. Today, the
Indian telecom network is the second largest in the world after China. A liberal policy regime
and involvement of the private sector have played an important role in transforming this
sector. The total number of telephones has increased from 429.73 million on 31 March 2009 to
926.55 million on 31December 2011. The telecom industry has witnessed significant growth in
subscriber base over the last decade, with increasing network coverage and a competition-
induced decline in tariffs acting as catalysts for the growth in subscriber base. The growth story
and the potential have also served to attract newer players in the industry, with the result that
the intensity of competition has kept increasing. Also, broadband segment has seen significant
growth with total internet subscribers reaching 20.99 million in September 2011, which
includes 13.30 broadband subscribers. Liberalization of the sector has not only led to rapid
growth but also helped a great deal towards maximization of consumer benefits, evident from a
huge fall in tariffs. Telecom sector has witnessed a continuous rising trend in the total number
of telephone subscribers and hence the teledensity. In simple terms, ‘Teledensity’ is the
number of landline telephones in use for every 100 individuals living within an area. A
teledensity greater than 100 means there are more telephones than people. Third-world
countries may have a teledensity of less than 10. Teledensity is also an important indicator of
3
5. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
telecom penetration in the country. Teledensity has increased from18.2percent in March
2007to 76.86 per cent in December 2011.Teledensity varies across circles and there is
significant urban-rural divide. While urban teledensity reached 167.4 percent at the end of
December 2011 and rural teledensity was only 37.5 per cent. At circle levels also, while some
circles such as Delhi
(235.6 per cent), Mumbai (188.95 per cent), Kolkata (168.45 per cent), Chennai (170.18per
cent), and Himachal Pradesh (118.63per cent) have high teledensity, in some circles such as
Bihar (47.17 per cent) and Assam (45.85 percent), it is very low. The steps that been undertaken
to improve teledensity , particularly in rural areas .The wireless segment broadly classified into
GSM and CDMA segments based on the underlying technology. The GSM segment holds the
majority of subscribers with785.97 million at the end of Dec 2011. The remaining 107.88 million
subscribers use CDMA based services. While the GSM segment is seeing a consistent increase in
the number of subscribers, the CDMA segment is seeing a reduction. The CDMA wireless
segment saw a decrease from 112.42 million at end of Sept 2011 to107.88 million at the end of
Dec 2011. In contrast the figures for GSM are 761.20million and 785.97 million for Sept and Dec
2011 respectively.
(Both figures are from Listed website, August 2012)
The overall wireless market and consequently the GSM market is led by Bharti Airtel which held
19.62% at the end of Feb 2012. It is followed by Reliance Communications, which holds16.68%
of the market and also the leader in the CDMA segment. In the GSM segment ,Vodafone and
Idea closely follow Bharti Airtel while Tata and Sistema follow Reliance Communications in the
CDMA segment.
4
6. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
2. GROWTH IN TELECOM
Growth Drivers
Key factors, which will fuel the growth of the sector include increased access to services owing
to launch of newer telecom technologies like 3G and BWA, better devices, changing consumer
behavior and the emergence of cloud technologies. A majority of the investments will go into
the capital expenditure for setting up newer networks like 3G and developing the backhaul,
among other things.
Subscriber Base
The mobile subscriber base in India is estimated rise by 9 per cent to 696 million connections
this year, according to technology researcher Gartner. The mobile service penetration in the
country is currently at 51 per cent and is expected to grow to 72 per cent by 2016.
Mobile Value Added Services (MVAS)
India's current MVAS industry has an estimated size of US$ 2.7 billion. The industry derives its
revenues majorly from the top five to six products such as game based applications, music
downloads, etc, which continue to form close to 80 per cent of VAS revenues. The Indian
MVAS industry estimated to grow to US$ 10.8 billion by 2015, with the next wave of growth in
subscriptions expected to come from semi-urban and rural areas.
Mobile Number Portability (MNP)
Mobile Number Portability requests increased from 41.88 million subscribers at the end of
March 2012 to 45.89 million at the end of April 2012. In the month of April 2012 alone, 4.01
million requests have been made for MNP.
Handsets
The mobile handset market's revenues in India will grow from US$ 5.7 billion in 2010 to US$
7.8 billion in 2016, according to the study. India is the second largest mobile handset market in
the world and is set to become an even larger market with unit shipment of 208.4 million in
2016 at a CAGR of 11.8 per cent from 2010 to 2016.
The Indian handset market witnessed a 14.1 per cent growth in 2011 to touch a total volume of
182 million handsets. The market continues to be dominated by Nokia with a share of 37.2 per
cent, followed by Samsung with 14.9 per cent, G'Five with 7.5 per cent, and Micromax with 5.8
per cent.
Domestic and Chinese handset makers such as Micromax, G'Five , Karbonn, Spice, Maxx and
Lava, have garnered a strong presence in the Indian market due to their feature-rich, localized
products and low price points.
5
7. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
3. MARKET PLAYERS
Key Players
With new players coming in, the intensity of competition in the industry has increased,
especially over the last four years. The market share of telecom operators of the telecom
companies reflects the fragmented nature of the industry, with as many as 15 players. As of
April 30, 2012, Bharti telecom led the market with 19.94 per cent share, Reliance (16.58 per
cent), Vodafone (16.41 percent), Idea (12.4 per cent), BSNL (10.51 per cent), Tata (8.77 per
cent), Aircel (6.93 per cent), with the remaining share being held by other smaller operators.
Telecom Operator wise Market Share
Bharti is far ahead with close 20% market share in India, Reliance (16.58%) and Vodafone
(16.41) are having a close battle. Reliance currently has 154 million subscribers as compared to
152.5 million of Vodafone. Uninor, who is one of the late entrants in Indian Telecom market
now has over 45 million subscribers and accounts for close to 5 percent of Indian mobile
market share.
6
8. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
Objective of Study:
Following are the main objective to study about the customer satisfaction on Vodafone.
To study telecommunication industry.
To study customer satisfaction of Vodafone.
To study various Marketing activities provided by Vodafone.
To study the various services provided by Vodafone.
To know the expectation of Vodafone Customers.
7
9. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
RESEARCH METHODOLOGY
The various means and methods have been deployed for effective collection of the desired data-
has been elucidated in this section.
Research methodology.
Research methodology means the method carried out to study the problem. It shows the
type of sample design used, its size, and the procedure used to draw a sample, it also focuses on
method used to collect data, process of filtering and analyzing the data. Marketing search tools
were made use of Questionnaire direct structured method.
Market Research
The purpose of market research is to provide information, which will aid management decision-making.
Marketing managers are commissioned to undertake marketing research and formal studies on specific
problems and opportunities. They may request a marketing survey, a product preference test, a sales
forecast for a region or a research advertising effectiveness. It was felt that to obtain more information
intense study with practices was required for understanding the subject. The basic aim of the study is to
analyze the market share of VODAFONE in service market with its competitor.
Research Design
Research design is simply the framework or plan for a study, which is used as a guide in collecting
and analyzing the data. It is the blue print that is followed in completing a study. As objective of the
research is descriptive in form, the research is descriptive in form of the research design must be made
accordingly.
Formulating objective of the study
Designing the method of data collection
Selection the sample size
Collection of data analysis and finding
8
10. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
Conclusion and inferences
Limitations
Suggestions and recommendation.
Sampling Area:
The researcher’s area for survey was:
FIIB campus, New Delhi
Vodafone Store, South zone
Data Sources –
DATA COLLCTION
PRIMARY DATA SECONDARY DATA
Personal Interview Magazines
Questionnaire Internet
Both primary and secondary data were used to collect information regarding the project. These
data were collected directly through customers & secondary research work involved collection of data
through internet and magazines.
9
11. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
Primary sources of data
These data were collected on the basis of personal interaction with the customers &
retailers by knowing their preferences & basic requirements.
Secondary source of data
The profile of Vodafone & other valuable information were gathered from internets &
magazines.
10
12. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
Company Profile
Introduction:
Vodafone is a mobile network operator headquartered in Berkshire, England, UK. It is the
largest mobile telecommunications network company in the world by turnover and has a market
value of about £75 billion (August 2008). Vodafone currently has operations in 25 countries and
partner networks in a further 42 countries. The name Vodafone comes from Voice data fone,
chosen by the company to "reflect the provision of voice and data services over mobile
phones."As of 2006 Vodafone had an estimated 260 million customers in 25 markets across 5
continents. On this measure, it is the second largest mobile telecom group in the world behind
China Mobile.In the United States, Vodafone owns 45% of Verizon Wireless. (Vodafone current
scenario, 2010-2011)
Mission:
Vodafone is primarily a user of technology rather than a developer of it, and this fact is reflected
in the emphasis of our work program on enabling new applications of mobile communications,
using new technology for new services, research for improving operational efficiency and quality
of our networks, and providing technology vision and leadership that can contribute directly to
business decisions. (vodafone Home, 2010)
Vision:
Our Vision is to be the world’s mobile communication leader – enriching customers’ lives,
helping individuals, businesses and Communities be more connected in a mobile world.
11
13. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
DATA REPRESENTATION
Q1) Do you have a mobile phone?
.
Suggestions Yes No
No. of respondents 50 0
Sales
Yes No
0%
100%
12
14. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
Q2) Are you aware about telecommunications services
Suggestions Yes No
No. of respondents 50 0
Column1
YES NO
100%
13
15. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
Which operator’s service do you use?
Operator’s service name No. of respondents
Vodafone 35
Airtel 7
Idea 3
Reliance 5
Vodafone Airtel Idea Reliance
14%
6%
10%
70%
14
16. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
Q3) Are you aware about Vodafone?
Suggestions Yes No
No. of respondents 50 0
Column1
YES NO
100%
15
17. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
Q4) From which source you came to know about Vodafone?
Sources No. of respondents
Advertisements 40
Hoardings 2
Newspapers 5
Mouth Publicity 3
Advertisemnet Hoardings Newspaper Mouth publicity
4%
10%
6%
80%
16
18. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
Q5) since how long you are using Vodafone Services?
Time period No. of respondents
Less than 1 month 7
2-6 months 5
6-12 months 3
More than 1 year 20
Sales
< 1 month 2-6 month 6-12 month > 1 year
20%
14%
58%
8%
17
19. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
Q6) which of the following services do you use of Vodafone?
Services No. of respondents
Pre-Paid 30
Post-paid 5
Sales
Pre-Paid Post-paid
15%
85%
18
20. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
Q7) which services are more helpful to you while using Vodafone Services?
Services No. of respondents
Call Rates 5
SMS Rates 20
Network 7
Value Added Services 3
Sales
call rates sms rates network value add serv
9%
15%
20%
56%
19
21. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
Q8) Do you call at customer care?
Suggestions Yes No
No. of respondents 35 0
Sales
Yes No
100%
20
22. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
If yes, how often you call at customer care?
Time Period No. of respondents
Daily 0
Once a week 20
Once a month 10
Occasionally 5
Sales
Daily Once a week once a month occasionally
14%
29% 57%
21
23. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
Q9) For what reason you call at customer care?
Reasons No. of respondents
Value Added Services 5
Information regarding new schemes 15
Complaining 8
Other queries 7
Sales
VAS New scheme Complain Other Queries
20% 15%
22%
43%
22
24. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
Q10) Rate the following on the basis of your satisfaction.
Services Excellent Very Good Fairly Good Average Poor
Network 20 10 5 0 0
SMS Rates 25 5 2 3 0
New schemes 15 10 5 5 0
and offers
Customer Care 27 3 0 5 0
Recharge 30 2 3 0 0
Outlets
Call Rates 6 12 17 0 0
Value Added 10 15 5 5 0
Services
100%
9 8
90% 15 15 15 15
5 5
80% 15 8
15 48 15
70% 28
Excellent
60%
28 Very good
50% 42
85 Fairly good
40% 77
71 34
30% Average
57
20% 42 Poor
28
10% 17
0%
Network Sms rates New Customer Recharge Call rates VAS
scheme care outlets
23
25. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
Q11) Why you are not using Vodafone Services?
Reasons No. of respondents
Lack of awareness 0
High Prices 10
Poor Services 3
Poor Network 2
Sales
Lack of awarness High price Poor serv Poor network
14%
20%
66%
24
26. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
Q 1, 2 & 3
Total sample size i,e 50 have mobile phone and are aware of telecom services and also
aware of its services but out of 50 only 35 uses Vodafone.
Q4
Maximum respondent came to know about Vodafone from advertisement followed by
hoarding and mouth publicity.
Q5&6
Out of 35 who are using Vodafone are using it for more than one year and using pre-paid
services of it.
Q7
The reason why they are using Vodafone because of its low SMS rates.
Q8&9
Users of Vodafone call customer care once a week for getting information related to new
schemes.
Q 10
Satisfaction level of its customer because of its excellent network followed by SMS rates
and new schemes.
Q 11
Out of 50 , 15 are not using Vodafone services because of high call rates.
25
27. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
Conclusion
Follwing are the conclusion that the researcher found after the survey.
From the above analysis the researcher concludes that major respondents are dissatisfied
with some of the major services like call rates, poor services.
Major portion of respondents from all respondents use services of Vodafone.
Major portion of customers of Vodafone are old customers so majority of respondents are
satisfied with the services of Vodafone and thus they would like to recommend Vodafone
to others.
Major portion of respondents using Vodafone pre-paid services compared to post-paid
services.
Major portion of respondents are youngsters so they need more SMS facilities and low call
rates, but Vodafone dissatisfies these age group (18-25) as their call rates are much high.
26
28. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
Bibliography
(2010). vodafone Home. Vodafone Home site.
(2010-2011). Vodafone current scenario. New Delhi: TIMES OF INDIA.
(August 2012). Both figures are from Listed website. New Delhi: www.asa.in.
Works Cited
(2010). vodafone Home. Vodafone Home site.
(2010-2011). Vodafone current scenario. New Delhi: TIMES OF INDIA.
(August 2012). Both figures are from Listed website. New Delhi: www.asa.in.
Websites:
http://www.vodafone.com/start/media_relations/news/local_press_releases/portugal/p
ortugal_press_release/vodafone_had_highest.html
http://en.wikipedia.org/wiki/Customer_satisfaction
http://en.wikipedia.org/wiki/Hutch_(Indian_cellular_company)
http://en.wikipedia.org/wiki/Vodafone
http://bora.nhh.no/bitstream/2330/1919/1/Saplitsa%202008.pdf
www.anacom.pt/render.jsp?contentId=606658
www.iimcal.ac.in/community/consclub/reports/telecom.pdf
27
29. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
Questionnaire
Q1) Do you have a mobile phone?
o Yes
o No
Q2) Are you aware about telecommunications service?
o Yes
o No
If yes, then which operator’s Service do you use?
o Vodafone (Multi-choice)
o Airtel
o Idea
o Reliance
( If not Vodafone then go to Q12 )
Q3) Are you aware about Vodafone?
o Yes
o No (If No, then go to Q11 )
28
30. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
Q4) From which source you came to know about Vodafone?
o Advertisement (Multi-choice)
o Hoardings
o Newspapers
o Mouth Publicity
Q5) Since how long you are using Vodafone services?
o Less than 1 month
o 2-6 months
o 6-12 months
o More than 1 year
Q6) Which of the following services do you use of Vodafone?
o Pre-paid
o Post-paid
Q7) Which services are more helpful to you while using Vodafone services?
o Call rates (Multi-choice)
o SMS service
o Network
o Value Added Services
Q8) Dou you call at customer care?
o Yes
o No
If yes, how often you call at customer care?
o Daily
o Once a week
o Once a month
29
31. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
o Occasionally
Q9) For what reason you call at customer care?
o Value added services (Multi-choice)
o Information regarding new schemes
o Other queries
o Complaining
Q10) Rate the following services on the basis of your satisfaction.
Services Excellent Very Good Fairly good Average Poor
Network
SMS rates
New schemes and offers
Customer Care
Recharge outlets
Call Rates
Value Added Services
30
32. PANKAJ CHAUHAN GROUP 6 BRM PROJECT
Q11) What makes you unaware about Vodafone?
o Less Advertisements
o Less Publicity
o Others
(If others then mention ________________________)
Q12) Why you are not using Vodafone services?
o Lack of awareness (Multi-choice)
o High Prices
o Poor Services
o Poor network
Q13) Give your suggestions to help in serve you better.
_____________________________________________________________________________________
_____________________________________________________________________________________
______________________________________________
Name: ________________
Age: ___ years
Sex: Male/Female
Contact no.: ___________
Signature: __________
31