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ADISSERTATION
REPORTON
A Comparative Study of Consumer Satisfaction towards Tata
Tele services and Other
Service Provider in Telecom Sector
A report Submitted in partial fulfillment of the Requirement of MBA PROGRAM (SESSION 2009-2011) OF UTU ,DEHRADUN
SUBBMITTED BY
PRADEEP SOLANKI
MBA- I V SEM
UNDER THE SUPERVISION OF.
MR.RANDHIR KUMAR
SUBMITTED TO
Arcadia Grant P.O, Chandenwari Premnagar, Dehradun-248007(UTTARAKHAND)
(approved by AICTE,Ministry OF HRD,Govt. of IndiaAffiliated to Uttrakhand Technical Univerisity,Dehradun)
(BATCH-2009-2011)
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DECLARATION
This is to certify that the project entit led “A COMPARATIVE
STUDY OF CONSUMER SATISFACTION TOWARDS TATA
TELE SERVICES AND SERVICE PROVIDER IN TELECOM
SECTOR” submitted to UIBS Dehradun, Uttarakhand Technical
University in partial fulfillment of the requirement of the award
of the degree of Masters of Business Administration (MBA), is
an original work carried out by Pradeep solanki with Enrollment
No. 8NBDH019 under my guidance.
The matter embodied in this project is a genuine work done by
the s tudent and has not been submitted to this univers ity/
insti tute for the fulfi l lment requirement of any course of the
study.
(Er. Randhir Kumar)
Assistant Professor
Head – Training & Placement
UIM,UIT,UIBS, Dehradun
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ACKNOWLEDGEMENT
First and foremost I want to thank Mr. RANDHIR KUMAR
(faculty) of the college who gave us an opportunity to work on
this project and for giving me proper guidance and boosting by
morale and helping me in the preparation of my Management
Thesis .The present study is undertaken to understand the customer
satisfaction in mobile service providers.The study was done to find out
the customer satisfaction level in mobile service provider players in the
market and to know the customer perception towards other mobile
service providers, this survey was done in twin cities.The data was
processed using computer aided tools such as MS-EXCEL,SPSS
frequency tables were used for analysis.
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TABLE OF CONTENT
Acknowledgement……………………………………………3
List of tables…………………………………………………..4
Summary
1. Introduction…………………………………….…..6
2. Objective of the Research…………………………42
3. Research Methodology…………………………….43
4.Limitation of the Research…………………………46
5.Interpretation and Analysis…………………………48
6. Findings and conclusions…………………………..56-58
7. Questionnaire………………………………………..59
.
8. Bibliography………………………………………….64
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INTRODUCTION
Theoretical background of the topic.
Customer satisfaction :According to Philip Kotler ,”satisfaction is a persons feelings of pressure anddisappointment resulting from product perceive performance outcome inrelations to his/her expectations. Customer satisfaction is a level on personsfelt state resulting from comparing a product’s perceived performance(outcome) in relation to the person’s expectations”.This satisfaction level is a function of difference between perceived
performance and expectations. If the product’s performance, exceed
expectation the customer highly satisfied or delighted. If the performancematches the expectations the customer is satisfied. If the products
performance fall shorts of expectations the customer is dissatisfied.
Many companies are aiming for high satisfaction because customers
who are just satisfied still find it easy to switch when a better offer
comes along. High satisfaction order light creates an emotional
affinity with brand.
Variety of factors that affect customer satisfaction includes product
quality, product availability and after sales support such as warranties
and services. Customer satisfaction is seen as a proof of delivering a
quality product or service. It is believed that customer satisfaction
brings sales growth, and market share. A company can always
increase customer satisfaction by lowering its price or increasing its
services but this may result in lower profits. Thus the purpose of marketing is to generate customer value profitability.
India is on the threshold of a new millennium. India chose for global
economy, exposing her to winds of change in the market place, which
has expanded vastly and become fiercely competitive. In the changed
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environment, decision makers view the marketing concept as the key
to success. Marketing in practice has to manage products, pricing,
promotion and distribution.
A successful product can be developed by exploding these
opportunities. While delivering the value of the consumer we make
use of marketing support. This support is based on the knowledge of
consumers and distribution. Marketing support both at the
introduction of products and maturing is considered.
Marketing, as suggested by the American Marketing Association is
"an organizational function and a set of processes for creating,
communicating and delivering value to customers and for managing
customer relationships in ways that benefit the organization and its
stakeholders".
The two major factors of marketing are the recruitment of new
customers (acquisition)and the retention and expansion of
relationships with existing customers (base management). Marketing
methods are informed by many of the social, particularly psychology,
sociology, and economics. Anthropology is also a small, but growing,
influence. Market research underpins these activities. Through
advertising, it is also related to many of the creative arts.
For a marketing plan to be successful, the mix of the four "Ps"1 i.e.
product, price, place, promotion must reflect the wants and desires of
the consumers in the target market. Trying to convince a market
segment to buy something they don't want is extremely expensive and
seldom successful. Marketers depend on marketing research, both
formal and informal, to determine what consumers want and what
they are willing to pay for .Marketers hope that this process will give
them a sustainable competitive advantage .Marketing management is
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the practical application of this process. The offer is also an important
addition to the 4P's theory.
SKILLS OF MARKETERS:
Marketers have 4 main skill sets that they bring to an enterprise:
Opportunity Identification: Marketing begins before there is a product
to sell.
Many people think marketing is just selling whatever comes out of the
manufacturing plant. It's the job of marketing to decide WHAT comes
out of the manufacturing plant in the first place. Before a business can
make money there must be opportunities for money to be made and
it's marketing's job to define what those opportunities are. Marketers
analyze markets, market gaps, trends, products,
competition, and distribution channels to come up with opportunities
to make money
COMPETITIVE STRATEGY/POSITIONING:
Markets consist of groups of competitors competing for a customer's
business. The job of marketing is to decide how to create a defensible
sustainable competitive advantage against competitors. Marketers conceive
strategies, tactics, and business models to make it hard if not impossible for
competition to take away customers from their business.
DEMAND GENERATION/MANAGEMENT:
It's the job of marketing to create and sustain demand for a company's
products. Marketers manage demand for a company's products by
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influencing the probability and frequency of their customer's purchase
behavior.
SALES:
The ultimate goal of marketing is to make money for a business. In most
company’s sales is a different discipline and department from marketing. But
in order for salespeople to have any long term success in a company they
must be led by marketing. The better job a company does of identifying
opportunities, creating a differential sustainable competitive advantage, and
generating demand for their products the easier it will be for salespeople to
make sales.
METHOD TO MEASURE CUSTOMER SATISFACTION:
Companies use the following methods to measure customer satisfaction.
Complaints and suggestion system:
Companies obtaining complaints through their customer service centres, and
further suggestions were given by customers to satisfy their desires.
Customer satisfaction surveys:
Responsive companies obtain a direct measure of customer satisfaction by
periodic surveys. They send questionnaires to random sample of their customers to find out how they feel about various aspects of the company’s
performance and also solicit views on their competitor’s performance. It is
useful to measure the customer’s willingness to recommend the company
and brand to other persons.
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LOST CUSTOMER ANALYSIS.
Companies should contact customers who have stopped buying or who have
switched to another supplier to learn why this happened.
CONSUMER BEHAVIOR VS CONSUMPTION BEHAVIOR:
Consumer behavior refers to the manner in which an individual reaches
decision related to the selection, purchases and use of goods and services.
Walters and Paul says that, consumer behavior is the process where by the
individuals decides what, when, how and from whom to purchase goods &
services.
Consumer behavior relates to an individual person (Micro behavior) where
as consumption behavior relates to and to the mass or aggregate of
individuals (Macro behavior) consumers behavior as a study focuses on the
decision process of the individual consumer or consuming unit such as the
family.
In contrast the consumption behavior as a study is to do with the explanation
of the behavior of the aggregate of consumers or the consuming unit.
Consumer is a pivot, around which the entire system of marketing revolves.
The study of buyer behavior is one of the most important keys to successful
mark
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INTRODUCTION TO TELECOM INDUSTRY:
The Indian Telecommunications network with 110.01 million connections is
the fifth largest in the world and the second largest among the emerging
economies of Asia. Today, it is the fastest growing market in the world and
represents unique opportunities for U.S. companies in the stagnant global
scenario. The total subscriber base, which has grown by 40% in 2005,is
expected to reach 250 million in 2007. According to Broadband Policy 2004,
Government of India aims at 9 million broadband connections and 18
million internet connections by2007. The wireless subscriber base has jumped from 33.69 million in 2004 to 62.57 million in FY2004- 2005. In the
last 3 years, two out of every three new telephone subscribers were wireless
subscribers. Consequently, wireless now accounts for 54.6% of the total
telephone subscriber base, as compared to only 40% in 2003. Wireless
subscriber growth is expected to bypass 2.5 million new subscribers per
month by 2007. The wireless technologies currently in use are Global
System for Mobile Communications (GSM) and Code Division Multiple
Access (CDMA). There are primarily 9 GSM and 5 CDMA operators
providing mobile services in 19 telecom circles and 4 metro cities, covering
2000 towns across the country
EVOLUTION OF THE INDUSTRY-IMPORTANT MILESTONES:
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1851First operational land lines were laid by the government near
Calcutta (seat of British power)
1881 Telephone service introduced in India1883 Merger with the postal system
1923 Formation of Indian Radio Telegraph Company (IRT)
1932Merger of ETC and IRT into the Indian Radio and Cable
Communication Company (IRCC)
1947 Nationalization of all foreign telecommunication companies to form
the Posts, Telephone and Telegraph (PTT), a monopoly run by the
government's Ministry of Communications
1985Department of Telecommunications (DOT) established, an exclusive
provider of domestic and long-distance service that would be its own
regulator (separate from the postal system)
1986Conversion of DOT into two wholly government-owned companies:
The Videsh Sanchar Nigam Limited (VSNL) for international
Telecommunication and Mahanagar Telephone Nigam Limited
(MTNL) for service in metropolitan areas
1997Telecom Regulatory Authority of India created.
1999 Cellular Services are launched in India. New National TelecomPolicy adopted.
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2000DoT becomes a corporation, BSNL
A large population, low telephony penetration levels, and a rise inconsumers' income and spending owing to strong economic growth havehelped make India the fastest-growing telecom market in the world. The firstand largest operator is the state-owned incumbent BSNL, which is also the
7th largest telecom company in the world in terms of its number of subscribers. BSNL was created by corporatization. While DTS (Departmentof Telecommunication Services), a government unit responsible for
provision of telephony services. Subsequently, after the telecommunication policies were revised to allow private operators, companies such as BhartiTelecom, TATA Indicom, Vodafone, MTNL, Idea,Vodafone and BPL haveentered the space. Major operators in India. However, rural India still lacksstrong infrastructure.The total number of telephones in the country crossed the 300 million mark on June 182008The overall tele-density has increased to 36.98% in March2009 .In the wireless segment, 15.87 million subscribers have been added inMarch 2009. The total wireless subscribers (GSM, CDMA & WLL (F)) baseis more than 391.76 million now. The wire line segment subscriber basestood at 38.22 million with a decline of 0.13 million in October 2008.
MARKET SHARE OF PUBLIC AND PRIVATE INDUSTRY
The fixed line and mobile segments serve the basic needs of local calls, longdistance calls and the international calls, with the provision of broadbandservices in the fixed line segment and GPRS in the mobile arena. Traditionaltelephones have been replaced by the codeless and the wireless instruments.Mobile phone providers have also come up with GPRS-enabled multimediamessaging, Internet surfing, and mobile-commerce.The much-awaited 3Gmobile technology is soon going to enter the Indian telecom market. The
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GSM, CDMA, WLL service providers are all upgrading them to provide 3Gmobile services. Along with improvement in telecom services, there is alsoan improvement in manufacturing. In the beginning, there were only theSiemens handsets in India but now a whole series of new handsets, such as
Nokia's latest N-series, Sony Ericsson's W-series, Motorola's PDA phones,etc. have come up.Touch screen and advanced technological handsets are gaining popularity.Radio service shave also been incorporated in the mobile handsets, alongwith other applications like high storage memory, multimedia applications,multimedia games, MP3 Players, video generators, Camera's, etc. The valueadded services provided by the mobile service operators contribute morethan 10% of the total revenue.
THE GLOBAL CELLULAR MOBILE INDUSTRY
GLOBAL TELECOM SECTOR
Earnings visibility:
Earnings growth is being driven by improving pricing conditions, stabilizingoperating trends, aggressive cost cutting initiatives, a positive regulatoryenvironment, strong wireless growth, and new market opportunities. Thishas translated into greater visibility of forward earnings as evidenced byrecent increased analyst upgrades within the sector.
Merger synergies:
Given the substantial amount of excess capital available in the sector and in private equity we expect to see additional merger and acquisition activity,albeit at a slower pace than recently witnessed. Global telecom M&A dealsover the past two years have reflected market expansion but have also had a
positive effect on the buyers’ balance sheets. Partnering companies have begun realizing their synergies through cost reductions and economies of scale. In the US, the largest three companies now account for over 70% of the sector market cap; this compares to 34% in 1990. Trends in bundled
services are also paving the way for additional M&A activity. Sector consolidation will further increase the importance of stocks election.
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GROWTH:
While cost-cutting has been a major source of earnings growth, we have seentop-line pressures decreasing which will help revenues become a larger driver of earnings growth again. We see growth within the sector comingfrom a number of areas including: broadband, 3G (third generation)technology, expansion in emerging markets. Broadband penetration has beenaccelerating as internet customers are seeking faster downloads for audioand video files. 3G services, which facilitate the simultaneous transfer of
both voice and non-voice (i.e.video, downloads, SMS, etc.) data are providing mobile users with a much more robust communication platformand should finally begin to realize their growth potential in 2007.Emerging
market companies benefit from low penetration rates and also tend to havelower leverage, higher margins and higher growth than most developedmarkets telecom companies.
GLOBAL OPPORTUNITIES
It has become less difficult to find attractive telecom investmentopportunities globally than it was a year ago. As the fog has lifted from thesector, there are increased opportunities within both the growth and value
spaces
TELECOM INDUSTRY IN INDIA:
India’s telecom sector has witnessed some fundamental structural
and insti tu tional reforms in the past decade. The Nat ional
Telecom Policy, initially formulated in 1991 and substantially
amended in 1994 and in 1999, has been the dr iving force of
development and l iberal izat ion in the sector. The cur rent
regulatory environment allows the entry of private companies in
all areas of telecom services and equipment manufacturing,
except international long distance communications and strategic
communication.
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Important developments of the 1990s have been:
• Entry of the private sector (including foreign investment) into
the equipment manufacture
• Progressive liberalization of imports, and a reduced import
tariff of 5% on capital goods
• Private sector participation (including limited foreign equity)
in basic and value added services on a licensing model
• Reductions in long distance tariffs
• Setting up of an autonomous regulatory authority
• Corporatisation of government-owned monopoly entities.
Since the initial formulation of the Telecom Policy in 1991, the
telecom landscape has grown substantially in the past ten years
to include a range of services:
• Fixed line voice services: local, national, international, pay
phones, voice mail and home direct
•
Fixed line Non-voice: Telegraph services, telex, ISDN, leasedline circuits and packet switched data networks
• Value-added services: Mobile telephony, radio paging, VSAT,
Internet, videoconferencing, INMARSAT and intel ligent
networks.
As a result, the sector has been growing by more than 20% since
1996, despite a recessionary trend in overall industrial growth.
Private investment in value-added services and infrastructure has
played an important role in the sector’s growth and
diversification.
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In 2000-01, telecom sector companies had combined revenues of
Rs.650 billion, which was 22.3% higher than the previous year.
The sector is expected to continue growing at more than 15%
annually over for the next f ive years, with cel lular services
expected to have the fastest growth.
Basic Services
In 2000-01, more than 5.9 mil l ion l ines were commissioned,
taking the installed base to 37 million lines. The state operators
(BSNL and MTNL) account for almost 99% of revenues from
basic services. Private sector services (first introduced in 1996)
are presently available in only six circles, and have less than 0.3
million connections, since the first round of licenses were issued
in 1995. However , private services focus on the business /
corporate sector, and offer reliable, high end services, such as
leased lines, ISDN, closed user group and videoconferencing. As
a result, private operators generate more average-revenues-per-
user (ARPU) than state-owned service providers.
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Rank Companies Turnover
2007-
08(Rs
crores)
Turnover
2008-09
(Rs Crores.)
Growth
(%)
1. BSNL 23,500 23,000 2.172. MTNL 6147 5784 6.2
3. VodafoneTelec
om
252 139 81
4. Bharti Telenet 162 109 48
5. Tata
Teleservices
149 86 73
6. HFCL Infotel 80 13 260
7. ShyamTelelink
36 10 260
8. Reliance NA NA NA
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Cellular Mobile Telephone Services
India has adopted the Global System of Mobile Communication
(GSM) for provision of cellular services. Cellular services in
India operate in the frequency band 890-902.5 MHz / 935-947.5
MHz., each operator has been allocated a frequency spectrum of
6.2+6.2 MHz in metro cities (5.8+5.8 MHz in Chennai), and 4.4
+4.4 MHz in o ther telecom circles . Cel lu lar services, f ir st
introduced in 1995, are presently available in 18 telecom circles
and 4 metro c it ies (Delhi, Mumbai, Chennai and Calcutta) .
Cellular and billed revenue was Rs 38.65 billion in year 2000-01,
of which the four metro circles accounted for 51%. Pre-paid
subscriptions are becoming more popular: nearly 70% of new
subscript ions were pre-paid, which ref lects the low usage of
services in India. At present, 22 private companies provide
cellular services in 18 telecom circles and 4 metro cities (Delhi,
Mumbai, Chennai and Calcutta). Altogether, there are 51 cellular
services in operation nationally. However, f ive players having
services in 44 of these circles control the market.
Severa l changes have t aken p lace s ince the f ir st round of
licensing in 1995. The first licenses were granted on the basis of
competitive bidding for four metro circles, with two licenses for
each c ircle. In the f ir st round, l icenses were i ssued for 18
territorial circles, based on a fixed licensing fee. However, until
1999, there was l imited growth in subscript ions and several
operators ran into severe losses, with most licensees defaulting
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on license fees. However, there has been accelerated growth in
the segment since 1999, with subscriptions growing by more than
90% per annum. Policy changes such as migration from fixed
license fee regime to a revenue sharing regime, customs duty
reduct ion on mobi le phones from 25% to 5%, and tariff
reductions resulted in the subscriber base growing by almost 90%
annually and crossing the 4 million mark in June 2001 (estimated
to cross 5 million by end of 2001). The segment is witnessing
further competition with the announcement of the Department of
Telecom Operations/ Mahan agar Telephone Nigam Limited as
the third operator in each service area and the recent bid in July
2001 for the fourth cel lular operator for var ious circles. No
further entry of operators is envisaged in the cellular circles, for
the time being.
Major Cellular Service Providers
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COMPANY PROFILE
TATA TELESERVICES
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Tata Teleservices is part of the INR Rs. 96723 Crore (US$ 22
billion) Tata Group, that has over 96 companies, over 250,000
employees and more than 2.8 million shareholders. With a
committed investment of INR 36,000 Crore (US$ 7.5 billion) in
Telecom (FY 2008), the Group has a formidable presence across
the telecom value chain.
Tata Teleservices spearheads the Group’s presence in the telecom
sector. Incorporated in 1996, Tata Teleservices was the first to
launch CDMA mobile services in India with the Andhra Pradesh
circle.
Starting with the major acquisition of Hughes Tele.com (India)
Limited [now renamed Tata Teleservices (Maharashtra) Limited]
in December 2002 the company swung into an expansion mode.
With the total Investment of Rs 19,924 Crore, Tata Teleservices
has created a Pan India presence spread across 20 circles that
include Andhra Pradesh, Chennai, Gujarat, Karnataka, Delhi,
Maharashtra, Mumbai, Tamil Nadu, Orissa, Bihar, Rajasthan,
Punjab, Haryana, Himachal Pradesh, Uttar Pradesh (E), Uttar
Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West Bengal.
Having pioneered the CDMA 3G1x technology platform in India,
Tata Teleservices has established a robust and reli able 3G ready
telecom infrastructure that ensures quality in its services. It has
partnered with Motorola, Ericsson, Lucent and ECI Telecom for
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the deployment of a reliable, technologically advanced network.
The company, which heralded convergence technologies in the
Indian telecom sector, is today the market leader in the fixed
wireless telephony market with a total customer base of over 3.8
million.
Tata Teleservices’ bouquet of telephony services includes Mobile
services, Wireless Desktop Phones, Public Booth Telephony and
Wire line services. Other services include value added services
like voice portal, roaming, post-paid Internet services, 3-way
conferencing, group calling, Wi-Fi Internet, USB Modem, data
cards, calling card services and enterprise services.
Some of the other products launched by the company include
prepaid wireless desktop phones, public phone booths, new
mobile handsets and new voice & data services such as BREW
games, Voice Portal, picture messaging, polyphonic ring tones,
interactive applications like news, cricket, astrology, etc.
Tata Indicom redefined the existing prepaid mobile market in
India, by unveiling their offering – Tata Indicom ‘Non Stop
Mobile’ which allows customers to receive free incoming calls.
Tata Teleservices today has India’s largest branded telecom retail
chain and is the first service provider in the country to offer an
online channel www.i-choose.in to offer postpaid mobile
connections in the country.
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Tata Teleservices has a strong workforce of 6000. In addition,
TTSL has created more than 20,000 jobs, which will include
10,000 indirect jobs through outsourcing of its manpower needs.
Today, Tata Teleservices Limited along with Tata Teleservices
(Maharashtra) Limited serves over 19 million customers in over
3400 towns. With an ambitious rollout plan both within existing
circles and across new circles, Tata Teleservices offers world-
class technology and user-friendly services in 20 circles.
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KEY PEOPLE DRIVING TATA TELESERVICES
Mr. Ratan N. Tata
Designation: ChairmanCompany: Tata Sons Ltd.
Mr. K. A. Chaukar
Designation: ManagingDirector Company: TataIndustries Ltd.
Dr. J. J. Irani
Designation: Director Company: Tata Sons Ltd.
Mr. S. K. Gupta
Designation : GroupTelecom Advisor Company : -
Mr. R. Gopalakrishnan
Designation: Director Company: Tata Sons Ltd.
Mr. I. Hussain
Designation: Director Company: Tata SonsLtd.
Mr. N. Srinath
Designation : Director
Company : VSNL
Mr. N. S.Ramachandran
Designation: Director Company: TataTeleservices Ltd.
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Mr. S. Ramadorai
Designation: CEO & ManagingDirector
Company: Tata ConsultancyServices Limited.
Dr. Mukund GovindRajan
Designation: Vice
PresidentCompany: Tata SonsLtd.
Mr. Ambrish Sukhani
Designation : Director Company : Temasek Holdings
Advisors India Pvt Ltd., ("THAIPL")
TTML
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The premier telecommunication service provider, licensed to provide
services in Maharashtra (including Mumbai) and Goa.
Tata Teleservices Maharashtra Limited (TTML) spearheads the Tata Group's
presence in the Indian telecom sector by being the premier
telecommunication service provider, licensed to provide services in
Maharashtra (including Mumbai) and Goa.
TTML's bouquet of telephony services include mobile, fixed wireless phones
(FWP), public telephone booths & wire line services. Its suite of broadband
Data Network & Application services include Leased Lines, DSL, Wi-Fi,
Ethernet, Managed Gateway services & Web Conferencing services.
The company has deployed the latest 3G 1X CDMA technology in the state
to offer wireless communication services like mobile & Fixed Wireless
phones to its customers. This state-of-the-art technology caters to the needs
of all market segments i.e. commercial, residential and PCO, facilitates the
company's aim to provide good network coverage, high voice quality,
reliable service and comprehensive as well as customer-oriented value-added
services. TTML, in a very short span, has also emerged as the market leader
in FWP services in Maharashtra circle.
Formerly Hughes Tele.com (India) Ltd., the company was renamed to Tata
Teleservices Maharashtra Ltd subsequent to the acquisition of 70.83% equity
shareholding by TATA Group in December 2002. The company's shares are
traded on the Bombay Stock Exchange (BSE) and the National Stock
Exchange (NSE).
Tata Teleservices
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Profile
Tata Teleservices (TTSL) operates India's largest branded
telecom retail chain, spearheading Tata Group's presence in the
telecom sector. Incorporated in 1996, it was the first company in
India to launch CDMA mobile services. Together with Tata
Teleservices (Maharashtra) Limited, it currently offers services
under the brand name 'Tata Indicom' to more than 17.1 million
customers in over 3,400 towns, and is the market leader in fixed
wireless telephony with a total customer base of over 3.8 million.The Tata Group had a committed investment of Rs36,000 Crore
(US$ 7.5 billion) in the telecom sector in the financial year 2006.
Starting with the acquisition of Hughes Tele.com (India)
(renamed Tata Teleservices (Maharashtra) Limited) in 2002,
TTSL swung into an expansion mode. Today, it has a total
investment of Rs19, 924 Crore, and with an ambitious expansion
plan both within existing and across new circles, aims to reach
100 million subscribers by 2011.
TTSL introduced convergence technology in India. A pioneer in
the CDMA 3G1x technology platform in t he country, the
company has established a robust and reliable 3G-ready telecom
infrastructure that ensures quality in its services. It has partnered
with Motorola, Ericsson, Lucent and ECI Telecom to set up a
reliable, technologically advanced network.
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The company is the first service provider in the country to launch
an online outlet — www.i-choose.in — offering postpaid mobile
connections. With a strong workforce of 6,000, it has created
more than 20,000 jobs, including 10,000 indirect jobs, through
outsourcing of its manpower needs.
TTSL offers its services in the following 20 circles in India:
Andhra Pradesh, Chennai, Gujarat, Karnataka, Delhi,
Maharashtra, Mumbai, Tamil Nadu, Orissa, Bihar, Rajasthan,
Punjab, Haryana, Himachal Pradesh, Uttar Pradesh (E), Uttar
Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West Bengal.
Areas of business
Tata Teleservices' bouquet of telephony services includes: mobile
services, wireless desktop phones, and public booth telephony
and wire line services. Its value-added services include: voice
portal, roaming, post-paid internet services, 3-way conferencing,
group calling, wi-fi internet, USB modems, data cards, and
calling card and enterprise services.
Tata Indicom redefined the existing prepaid mobile market in
India with the 'Non Stop Mobile' offer that allows customers to
receive free incoming calls. Some of the other products launched by the company include: new mobile handsets and new voice and
da ta services such as BREW games , voice por ta l, pi cture
messaging, polyphonic ring tones, and interactive applications
dealing with news, cricket, astrology, etc
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Tata Teleservices Limited (TTSL) is part of the Tata Group of
Companies, an Indian Conglomerate. The company forms part of
the Tata Group's presence in the Telecommunication Industry in
India, along with Tata Teleservices (Maharashtra) Limited
(TTML) and VSNL.
TTSL was incorporated in 1995 and was the first company to
offer CDMA Mobile services in India, specifically in the state of
Andhra Pradesh.
In December 2007, the company acquired the erstwhile HughesTelecom (India) Ltd. which was renamed Tata Teleservices
(Maharashtra) Limited.
In September 2008, Tata Indicom launched the Talk World plan,
an International Long Distance Plan.
Tata is the direct competitor with Reliance Communications in
India, Tata is also giving many offers to get customer by full
calling value on recharges and Tata to Tata free on selected
coupans and it is first to launch incoming free offer in India.
TATA is also providing its Wireless landline phone service by
the brand name of walky with number series of 6.
COMPARATIVE ANALYSIS OF TATA TELE SERVICE
WITH OTHER TELE SERVICES
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It's known as the plodder of the mobile telecom world. It's the
company that doesn't aggressively chase customers like its fast-
moving rivals, that has played by the rules and hasn't gone on an
expansion spree to become a pan-Indian player.
But Tata Teleservices Ltd has paid a big price for its slow-
moving ways in the dog-eat-dog telecom world. The CDMA-
based mobile and fixed wireless phone company has ended up at
the bottom of the telecoms heap. With less than four per cent
market share in the wireless telephony market, it lags behind the
big boys like Bharti, Hutch, Idea (a GSM mobile provider in
which the Tatas have a equity stake), BSNL and even BPL.
But the Tatas are now trying to make up for lost time and to
catch up with the big boys. It has set itself an ambitious goal: it
aims to hike its subscriber base from 2 million to 15 million by
end-2005. That'll be a seven-fold rise.
And that's just for starters. In the next three years, TTSL hopes
to grab over 20 per cent of the wireless market (which includes
both mobile as well as wireless fixed phone services). Says Amit
Bose, president, Tata Teleservices who joined after a stint at
arch-rival Reliance Infocomm: "In 36 months we should be
among the top three operators."
It could be a daunting task. That's why the Tatas are furiously
rolling out new networks in over 12 new circles across the
country that will give them a presence in 20 circles and towns.
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And they are expanding from only 50 cities to over a giant 600
cities by end September. The target is to have services up and
running in as many as 1,000 cities by March 2005.
The bid to become a pan-India mobile player will be expensive.
Tata Teleservices reckons that it will spend $2 billion to achieve
its targets. It has already spent Rs 5,995 Crore (Rs 59.95 billion)
till March end this year -- funded by debt and equity raised
according to a 1:1 ratio. In the third phase for which plans are
being finalized the target is to roll out services in another 1,500
towns across the country. But no time has been fixed for the
completion of that phase.
to compete with Reliance Infocomm, TTSL is offering the cable
as well as the software free of cost with every mobile and fixed
wireless connection. A Tata Teleservices phone can be plugged
into a laptop or PC and it will be possible to get onto the Net at
faster speeds than on dial-ups. Bose says its competitors charge
an extra Rs 1,200 for the cable.
Tata Teleservices may also move up the technology chain and
offer EVDO (evolution data only) or EVDV (evolution data
voice). These services are aimed at people on the move who deal
with large quantities of data. Bose says it needs an incrementalinvestment of about 10 per cent to 15 per cent to add on these
services.
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In the broadband space, TTSL is moving aggressively to ensure
that wi-fi -- the wireless technology, which offers connectivity to
the Net within a short distance -- becomes a viable model. The
company plans to open up over 300 hot spots across the country
where people can connect to the Internet without plugging in. By
year end these will be at places like cafes, hotels, airports,
restaurants amongst others.
But the Tatas are aware that the big numbers will come only from
customers using mobile phones for voice. And this is where it
must score over rivals. Agrees Bose: "Our philosophy is to offer
more for the same price, only price cannot be the ultimate
differentiator."
The company also has another weapon in its armoury. It will be
the first to launch push-to-talk services. Put simply, that's SMS
with voice.
Push-to-talk could be a winning proposition. Bose points out it
expect to get more customers who communicate in regional
languages and who won't be able to SMS in English. Push-to-talk
will provide the perfect solution. Equally important, Bose
reckons push-to-talk could be cheaper than SMS. The company
believes one-third of its phones by end -2005 will enable thisservice.
the Tata expansion plan sounds big but it's nothing compared to
what its rivals are planning. For instance Reliance Infocomm
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plans to expand coverage from 1,100 citi es to 5,000 by March
2005. That will be five times what the Tatas will be offering.
Similarly, Bharti is moving from 1,100 cities to 2,300 cities by
year-end. That's three times more than the Tatas. Reliance is also
planning a capacity expansion t o 40 million subscriber lines --
nearly three times more than the Tata expansion.To catch up with
its larger rivals Tata Teleservices will have to gain a large
percentage of the new subscribers who come onto the market if
they want to touch the magic number of 15 million subscribers by
end 2005 because their current market share is minuscule.
Industry experts reckon the mobile wireless market will grow to
about 80 million from the current 35 million. So, the Tatas must
pick up about 25-27 per cent of the new subscribers to meet its
targets. That's not easy since as much as 85 per cent of the new
subscribers are being grabbed by the top three -- who aren't going
to slow down signing up new customers.Says a senior executive
of an US multinational, which has dealt with the Tata group:
"Their main problem is that they lack a clear focus. They were
the only ones who could not decide which technology to back --
CDMA or GSM -- and wasted crucial time."
GROWTH STRATEGIES
A look at the expansion plans of some of the key telecom players
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Tata Teleservices plans to expand its network from 50 cities and
towns to 1,000 cities and towns by March 2008
Reliance Infocomm plans to expand from 1,100 cities and towns
to 5,000 by March 2008
Bharti Televentures plans to expand from 1,100 cities and towns
to 2,300 by year end
Hutch-Essar plans to expand from 578 cities and towns to 800 by
year end in the existing circles. I t also plans to cover over 658
cities in three new circles (Punjab, UP West and West Bengal)
where it is launching its services soon.
MAJOR COMPETETIORSTelecom industry
Market share of indian telecom operators as on june 30 2010:
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Airtel 21.50
Reliance 17.44
Vodafone 17.16
BSNL 1.44
Tata 11.41Idea 10.84
Aircel 6.56
Unitech 0.95
MTNL 0.82
Sistama 0.80
Loop 0.46
Videocon 0.31
Stel 0.21
HFCL 0.11Bisalat 0.003
§ Total Telephone subscriber base reaches 671.69 Million
§ Wireless subscription reaches 635.51 Million
§ Wireline subscription declines to 36.18
§ 17.98 Million new additions in wireless
SMS VAS in India:
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§ SMS VAS is the highest revenue earning Value Added Service with
almost 5% revenue earned by service providers
§ 1 in 5 urban Indians have used a SMS based VAS service either as a one-
off or on subscription basis.
§ SMS is an effective marketing tool, showing conversion rates a lot higher
than other conventional mediums i.e. TV/Radio etc. 1 in 3 Urban Indian
has acted in some manner over the SMS i.e. forwarding to others or
enquiring about it.
§ SMS, an advertising medium, has an interaction rate of around 5%
§ 25% Indians have participated in some sort of SMS contest
SMS VAS usage according to network:
Nearly 56 Million urban Indians used a VAS related SMS subscriptionservice in March/April 2009 – out of which Reliance Mobile CDMA
accounted for a quarter of all subscribers to VAS SMS subscription service,followed by Bharti Airtel (18%) and Vodafone (14%).The most popular VAS service used:
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Internet and broadband subscribers:
The total internet subscribers are 13.54 millionIn that broadband subscribers in 6.22 million and wireless data subscriber is117.82 million
§ Broadband Subscribers Share (Technology wise) – Out of total 6.22
million broadband subscribers,§ 5.364 million are DSL based;
§ 0.474 million Cable Modem;
§ 0.244 million Ethernet LAN;
§ 0.042 million Fiber;
§ 0.072 million Wireless,
§ 0.020 million Leased Line§ 0.002 million use other technologies.
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India emerges world's second-largest CDMA market news
With the number of CDMA users in India having crossed 100 millionsubscribers, the country has emerged as the world's second-largest CDMA
market.
Disclosing this, The CDMA Development Group (CDG) today said atCDMA round table that Reliance Communications and Tata Teleservices are
placed among the top five CDMA operators globally, ranking second and
fourth, respectively.
''India is now the second largest CDMA market globally, and the ecosystem
continues to grow with new operators, handset OEMs, content providers andapplication developers,'' said Kanwalinder Singh, senior vice-president of Qualcomm and president of Qualcomm India and South Asia.
''CDMA triggered the wireless revolution in India by making mobilecommunication affordable, and has played a key role in bridging the digital
divide. Qualcomm, along with its partners, will continue to bring the benefits
of advanced CDMA technologies to India for an enriched and differentialwireless experience.''
The rapid growth of CDMA users in India could be attributed to a wide
selection of affordable devices – ranging from entry level handsets tofeature-rich smart phones – and the introduction of CDMA2000 voice and
data services into urban and rural areas, helping to reshape thecommunications culture of India.
''CDMA is a technology that allows a rich telecom experience, especially on
the data side, and we are confident that in the years to come that experiencewill only get better, especially as 3G arrives and we are able to unleash the
full potential of applications and services,'' Anil Sardana, managing director,Tata Teleservices Limited.
Ever since the introduction of CDMA mobile services in India in December
2002, CDMA operators, device manufacturers, technology enablers andCDG itself introduced an array of entry-level handsets to the market while
tariffs dropped by more than 40 per cent.
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"As a result, CDMA reached 50 million subscribers in India twice as fast asany competing cellular technology, and at the same time greatly increased
voice telephony and wireless internet connectivity in India," CDG said in astatement.
It said the recently-introduced CDMA mobile broadband was now poised to
have a similar significant impact on increasing broadband penetration in thecountry.
''The CDG is encouraged by the continued CDMA subscriber growth in
India, and we are proud to have worked with operators and manufacturers to bring wireless voice and data services to over 100 million Indians,'' said
Perry LaForge, executive director of the CDG, as quoted as saying in therelase.
''Efforts to bring a wide range of devices into the market have resulted in a
tremendously rapid growth of voice telephony in the country. As we look tothe next 100 million subscribers, CDMA mobile broadband is already
satisfying the demand for affordable high-speed wireless data services, while
CDG initiatives will further increase the selection of CDMA voice and datadevices,'' LaForge said.
In March 2009, CDMA operators Reliance and Tata both launched high-
speed mobile broadband services, delivering average download speeds of 600-1400 kbps with bursts up to 3.1 Mbps and average upload speeds of
500-800 kbps with bursts up to 1.8 Mbps. Reliance's Net connect BroadbandPlus wireless broadband service is offered nationwide in 35 major cities,
20,000 towns and 450,000 villages, covering 80 per cent of the potentiallaptop and desktop broadband users in India.
S P Shukla, president, wireless, Reliance Communications, said, ''Reliance
has been a pioneer and the largest operator of a CDMA platform in India'swireless sector. We have successfully launched and grown new segments in
the wireless sector leveraging the unique strengths of CDMA technology,such as 'unlimited' and 'bucket' plans in voice usage, wireless broadband andanchored applications of PCO, ATM and FWP. We remain committed to
further grow and serve our ever-increasing CDMA customer base throughinnovative applications, superior network quality and service and attractive
value-propositions.''
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Concurrently, Tata Indicom is offering its Photon Plus services in severallarge markets including Bangalore, Calcutta, Chennai, Delhi, Hyderabad and
Mumbai, accessible via USB modems as well as routers.
According to Dr. Mukund Rajan, managing director, Tata Teleservices(Maharashtra) Limited, ''There were a number of doomsday prophets who
questioned the logic behind the introduction of CDMA in India. "Thedramatic growth of CDMA in India, in the short span of 6 years, has led the
surge in wireless subscriber additions in India and the huge jump in teledensity across the country.''
T Narsimhan, deputy CEO, Sistema Shyam Teleservices Limited, the new
entrant to CDMA ecosystem, said, ''100 million subscriber is a landmark moment for the CDMA industry, and reiterates the huge potential for CDMA
to grow in India. MTS is a hugely successful global brand and is committedto revolutionize the manner in which wireless telephony services are madeavailable in the country. We stay committed to the continued explosive
growth of CDMA telecommunication services in India.''
According to the Telecom Regulatory Authority of India (TRAI), broadband penetration in the country was only at 5.5 million users as of the end of
2008, and PC connectivity continues to be a limitation in achieving faster growth. Recently launched mobile broadband services by CDMA2000
operators will have the same effect on increasing India's broadband penetration as CDMA2000 1X services had on increasing voice telephony inthe region earlier this decade.
CDMA2000 is a widely deployed 3G technology, with 280 operators in 102countries and territories serving more than 455 million subscribers. Counting
2G cdmaOne™ subscribers, there are 465 million CDMA users worldwide.
CDMA2000 1xEV-DO is a widely-deployed 3G CDMA (IMT-2000)solution offering mobile broadband to over 112 million people on a wide
range of devices. CDMA2000 has been chosen by operators in both
developed and emerging markets, and is deployable in the 450, 700, 800,1700, 1900, AWS and 2100 MHz bands. More than 2,110 CDMA2000
devices from over 115 suppliers have been introduced to the market,including more than 529 Rel. 0 and 118 Rev. A devices on 106 CDMA2000
1xEV-DO Rel. 0 and 62 Rev. A systems.
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OBJECTIVE OF THE STUDY
The project aim at studying the present market scenario. The
customer satisfaction level towards Tata Tele services and their
competi tors in the market . The companies want to study the
concern with evaluat ing fast developing areas and so al l the
services providers were taken to measure the satisfaction of
customers
OBJECTIVES:-
1. To study customers perception towards service
provided by these players
2. To know the satisfaction level of customer.
3. To study and identify how customer are benefited.
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4. To evaluate the major service providers satisfied the
customers.
5. To asses the needs requirements and expectations of
customers in order to asses there current satisfaction
level.
6. To understand the performance of different brands in
market on various parameters like product quality,
service quality, range and selection of product
available.
RESEARCH METHODOLOGY
Research DefinitionThe word research is derived from the Latin word meaning to know. It is asystematic and a replicable process, which identifies and defines problems,within specified boundaries. It employs well-designed method to collect thedata and analyses the results. It disseminates the findings to contribute to
generalize able knowledge. The main characteristics of research presented below are Systematic problem solving which identifies variablesand tests relationships between them,
•Collecting, organizing and evaluating data.
•Logical, so procedures can be duplicated or understood by others
•Empirical, so decisions are based on data collected
•Reductive, so it investigates a small sample which can be generalized to a
larger population
•Replicable, so others may test the findings by repeating it.
•Discovering new facts or verify and test old facts.
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•Developing new scientific tools, concepts and theories, this would facilitate
to take decision.For the proper analysis of data simple statistical techniques such as
percentage were use. It helps in making more generalization from the dataavailable. The data which will be collected from a sample of population wasassumed to be representing entire population was interest. Demographicfactors like age, income and educational background was used for theclassification purpose
SOURCES OF DATA
The study undertaken there to be mainly based on the primary data i.e.
structured questionnaire is designed. The study also contains secondary datai.e. data from authenticated websites and journals for the latest updates just
to gain an insight for the views of various experts.
METHODOLOGY & PRESENTATION OF DATA
The data collected is then coded in the tables to make the things presentable
and more effective. The results are shown by tables which will help me out
in easy and effective presentation and hence results are being obtained.
TOOLS AND TECHNIQUES USED FOR ANALYSIS
In this study the technique used for interpreting the results is CHI SQUARE
test. It is used as because sample size is 100.
RESEARCH DESIGN
The design for this study is Exploratory and Random sampling.
Collection Method
DATA COLLECTION
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The data is collected randomly irrespective of the category of the people in
the form of questionnaire and the sample size is 100 respondents. Because it
is a pilot study and due to time constraint the sample size is small.
The data have been collected for completing the study, those
were:--
Primary Data
Primary Data
1-Primary data was collected through structured closed ended
Questionnaire.
2-Data was collected from employees as well as employers
separately.
3-Sample of the employees was taken on random basis.
4-Sampling Technique used can be clearly referred to as
stratified random sampling.
5-Questionnaire was well tested before it was put into final
implementation. The test is referred as pilot test.
HYPOTHESISIS OF THE STUDY:
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On the basis of review of previous studied and on the basis of
observation made during our collection of data, the following
null hypothesis was found.
There is no significant association between persona variables
such as age, gender, education qualification, monthly income,
mar ital s ta tus, s ize of family and there awareness level of
consumers and different cell phone service providers.
SCOPE OF STUDY:
The study covers Dehradun City only.
Limitations of Research:
We lea rned a lo t bu t we came across many p rob lems which
became l imitat ions for our study and t hese are:-
F ir st a nd f or em os t w as t he t im e c on st ra in t, s o t hi s
become the biggest hurdle.
Our resource for the informat ion was a lso very l imi ted
so we are very much bounded for the data col lect ion.
Sample s ize may not be the t rue representa t ion of to ta l
number of employees present in the organizat ion.
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The study was area specif ic .
The biasness’ on the par t of researcher and the
respondent cannot be denied.
Many a t i mes customers are also not have proper
t ime to answer to our quest ions.
Carrying the survey was a general learning experience for us but we
also faced some problems, which are listed here:
The market of Telecommunication is too vast and it is not possible to
cover each and every dealer, manufacturer and seller in the available
short span of time.
Generally the respondents were busy in their work and were not
interested in Respondents were reluctant to discover complete and
correct information about themselves and their organization.
Most respondents were not maintaining proper knowledge of various
services provided by their company, so they were unable to provide
exact information.
Most of the respondents don’t want to disclose the information about
the various other companies’ which they have experienced before.
Some of the respondents were using the service first time of their
company and they were not able to properly differentiate among their
product.
•Due to human behavior information may be biased.
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Data Analysis
Data Analysis and Interpretation
Customer satisifaction: Gap b/w Consumer Expectations and Companies
Performance of Telecommunication
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The quest ionnaire was f i l led by the 100 respondents who
were post paid and pre paid customer of different
teleservices .
Particular No. of respondents
Pre-Paid 84
Post-Paid 16
Interpretation: - Above data shows that most of the respondents in the area
have pre-paid connections. And I got only 16% questionnaire filled by post-
paid user.
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NUMBER OF RESPONDENT ON THE BASIS OF AGE
WISE CLASSIFICATION.
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TELECOME SERVICE MOSTLY BEING USED
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FACTORS INFLUENCING PURCHASE OF A
PARTICULAR SERVICE.
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CONCUMER PREFERENCE TOWARDS CELL
PHONE SERVICE PROVIDERS
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SATISFACTION LEVEL OF RESPONDENTS
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CHI-SQUARE TEST
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Chi-square test is one of the simplest and most widely used non-
parametric tests in statistical work. This test was first used by Karl Pearson
in the year 1900. The quantity describes the magnitude of the discrepancy
between theory and observation.
It is a method to test the relationship between the theoretical (hypothesis) &
the observed value.
Chi – square test (X2) = ∑ (O – E)2 / E
Degrees Of Freedom = V = (R – 1) (C -1)
Were,
‘O’ = ObservedFrequency
‘E’ = ExpectedFrequency
‘R’ = NumberofRows
‘C’ = Number of Columns
For all the chi-square test the table value has taken @ 5% level
of significance.
FINDING FROM CHI-SQUARE TEST
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Chi-square test reveals that there is no significant relationshipbetween
satisfaction level and age.
Chi-square test shows that there is no significant relationship between
satisfaction level and gender.
Chi-square test indicates that there is no significant relationship
between the marital status and level of satisfaction.
Chi-square test showing that there is no significant relationship
between education and level of satisfaction.
Chi-square test reveals that there is no significant relationship between
occupation and level of satisfaction.
Chi-square test shows that there is no significant relationship between
monthly income and level of satisfaction.
Chi-square test indicate that there is no significant relationship
between service provider and satisfaction level.
Chi-square test shows that there is no significant relationship between
the type of connection and level of satisfaction.
SUGGESTIONS
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BSNL, Tata indicom should try to expand their customer’s network.
Reliance, and Tata indicom should try to attract the young peoples.
(upto 20 years)
Airtel should try to attract old peoples also.
All the service providers are made good advertisements for
their service. Because, advertisements are take little part for I
fluencing the consumers.
All the service providers are try to increase post paid users.
75% of the peoples are unaware about the various services rendered
by their service provider. So the service providers try to make
awareness of their customers services to their customers.
BSNL, Reliance, Tata indicom should attract the customers by
reducing their price.
BSNL, Reliance customers are highly dissatisfied about the
performance of the service provider. So they should try to add some
advanced features towards their services.
Aircel should try to increase their after sales services.
Airtel should decreased their dissatisfied customers byroviding good
after sales services.
Tata indicom should give periodical offers to their customers.
Tata indicome should decrease their outgoing call charges.
CONCLUSION
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This is an information era significance of information cannot be over
emphasized. This study attempts to find out the satisfaction of consumer
regarding cell phone service providers.
This decade, most of the peoples using cell phones. So, service providers are
increasing in more level. So service provider are should over come another
one’s competition. So, it leads to adding new features, schemes, periodical
offers to their service. So, the consumers get maximum benefit from their
service provider. Now-a-days, cell phones are very necessity to all. Because,
it is give safety to the men and women also. And no person are feel cell
phones are luxury one. So most of the persons are also should preferred these
cell phones to their children
Questionnaire (Customers)
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(Information Collected is for the Research Purpose and
wil l be Kept Confidential)
Name:-………………………. Age: -………...
Qualif icat ion:-………………
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES”
QUESTIONNAIRE
1. Name :
2. Sex :
a. Male
b. Female
3. Age :
a. Up to 20 yrs
b. 21-30 yrs
4. Marital Status:
a. Married
b. Unmarried
5. Educational Qualification
a.Up to Hs
b. Graduation
c. Professional
d. Others_______________________________(Pls Specify)
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6.Occupation :
a. Business
b. Professional
c. Employee
d. Home maker
e. Student
f. Others
ANEXXURE QUESTIONAIRE
Q.1: Which cell phone (Service Provider) do you possess ?
a. Aircel
b. Airtel
c. BSNL
d. Reliance
e. TATA Indicom f. Vodafone g. Others
Q.2: Who influenced you to by the particular cell phone service
provider ?
a. Family Member
b. Neighbours
c. Relations
d. Friends
e. Advertisement
f. Dealers
g. Others
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Q.3: Why do you buy the cell phones ?
a. For business
b. For personal
Q.4: . Which type of scheme is most preferable by you ?
a. Pre Paid
b. Postpaid
Q.5: If you have postpaid / prepaid connection mention scheme Name &
Monthly rental charges ?
Q.6: Are you used Cell Phone (Service Provider) mainly for
a. Incoming
b. Outgoing
c. Both
d. SMS Messaging
Q.7: Are you influenced by the following factors relating in your
connection ?
S. No Aware Neutral Unaware
a. Monthly rental charges
b. Charges for cell phones
to land lines
c. Signal of tower Networking
d. Cost of scheme
e. Incoming (in days)
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Q.8: Overall, how would you rate your service provider?
a) Excellent
b) Good
c) Average
d) Poor
e)Terrible
f) Not Sure
Q.9: Rank the following factors which influenced you to buy the service of
your choice?
a)Price
b)Network Service
c)Brand Image
d)Value Added Services (tata to tata Free after 11PM)
Q.10: What factor influenced you to decide your Cell Phones service ?
a. Deposit amount
b. Brand Image
c. Availability
d. Credit facility for your connection
e. Customer care service
f. Service charge
Q11:- The customer service representative was very knowledgeable.
a) Strongly Disagree
b) Somewhat Disagree
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c) Neutral
d) Somewhat Agree
e) Strongly Agree
Q12:- The waiting time for having my questions addressed was satisfactory.
a) Strongly Disagree
b) Somewhat Disagree
c) Neutral
d) Somewhat Agree
e) Strongly Agree
If you were not totally satisfied with the customer service, will you please
describe the reasons for your dissatisfaction?
Thank you for spending your precious time on filling in the questionnaire for
us!
BIBLIOGRAPHY
REFERANCES:
1.Jallet, Frederic, “Yield management, Dynamic pricing and CRM in
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telecommunications”,
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contentType=Article&hdAction=lnkhtml&contentId=1747102&history=true
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Goers”,
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Journal
•The Indian Telecom Industry, IIM Calutta, Vatsal Goyal, 2007
•Investment Surge in the Indian Telecom Space, Times Global, Issue 2, 2008
•A multiple-perspective model for technology assessment, vol 3, 2008
•The marketing of 3G, Vol 21, no. 6, 2003
Books
• Zeithaml, Valarie (2008), Service Marketing, 4th Ed. New Delhi: Tata
McGraw Hill Publishing Company Lmt.
•
Kotler Kaller (2008) Marketing management book, 5
th
Edition, NewDelhi Tata McGraw Hill Publishing Company Lmt.