Mobile Net Serv Prvdr Prjct

8/7/2019 Mobile Net Serv Prvdr Prjct

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PROJECT REPORT

ON

“Study of satisfaction level of mobile phone

service users”

Submitted To: - Submitted By: -

Mr.GIRISH TANEJA BENCH MARKER GROUP

Lect. M.B.A Deptt.

TIT&S, Bhiwani

THE TECHNOLOGICAL INSTITUTE OF TEXTILE &

SCIENCES

BHIWANI M.D.U. ROHTAK

ACKNOWLEDGMENT



INTRODUCTION

NEED FOR INFORMATION

OBJECTIVES OF THE STUDY

LIMITATION OF THE STUDY

RESEARCH METHODOLOGY

DATA ANALYSIS & INTERPRETATION

CONCLUSION

RECOMMENDATION

BIBLIOGRAPHY

ANNEXURE



INTRODUCTION



PROJECT PROFILE

INTRODUCTION

Mobile phones have become an essential and important device for communication in the

modern days.

Mobile phone communication is a part of telecommunications, which comes in the form

of oral communication. Mobile devices are growing in popularity with reduction in prices

and improved functionality. Consumers prefer the flexibility and versatility of mobile

phone devices. Mobile phone facilitates easy and faster means of communication and one

can communicate with family and friends and transact the business anywhere, anytime at a

reasonable cost.

MOBILE PHONE USAGE IN INDIA :-

In India, people from all walks of life nowadays use mobile phones. The decrease in

the price of mobile phone sets and the tariff has paved the way for the increased usage of

mobile phones among Indians. The service providers are depending not only on the urban

areas but are extending their services even to the semi urban and rural areas and this has

resulted in the considerable increase in the utilization of mobile phones in these parts of

the country. As the market is almost in the saturation stage in the metro cities, the service

providers are aiming at other cities and rural areas to extend their services.

The number of mobile phone users in India has shown a steady increasing trend in

the recent past. The total number of G.S.M subscribers and C.D.M.A subscribers in India

remain 4.49 crores and 14.32 lakhs respectively. The number of G.S.M subscribers has

increased from 4.30 crores in May 2005 to 4.49 crores in June 2005 and recorded an

increase of 3.50 % between these two periods. The market share of Bharti Telecom in



G.S.M service market is 27.28 % and it has the total of 1.22 crores subscribers. The

number of subscribers of B.S.N.L is 1.02 crores and it has the market share of 22.77% . It

is followed by Hutch , which has the total of 84.40 lakhs with the market share of 18.79 %.

The idea Cellular service has the market share of 12.36 % and it is having a total of 55.50

lakhs customers.

NEED FOR INFORMATION

• Despite of giving their best possible services, mobile companies are not able to

retain their customers with them. The study would try to through some light on the

broader face of this area.• Some times the strategies of mobile companies to lure the customers, are based on

partially tested postulates & facts. The study would try to testify few of such

postulates to provide an fresh insight to to service providers on this context.

OBJECTIVES OF THE STUDY

To find the satisfaction level of consumer of mobile service users.

To know the reasons of dissatisfaction level of consumer of mobile service users.



LIMITATION OF THE STUDY

As every study has some limitations, this study is not an exception too regarding

limitations. Some of the main limitations that I had to face while working on this project

are highlighted as under: -

Limited area of operation that’s only few areas are covered in this project.

Lack of experience of the researchers may cause some errors.

Lack of knowledge of hypothesis testing also acts as a limitation.

Time and money for doing the research was limited.



RESEARCH METHODOLOGY

For the research study to be accepted in its and spirit, the procedures for conducting

it should be vividly expressed. The whole plan should be defined effectively so that the

researcher can have reasons in favor of some factors and so against some other. As there is

a plethora of statistical techniques for different research study, so it is highly essential that

the procedures and techniques to be applied should be explained carefully, as under:

It has been divided into four parts: -

a) RESEARCH DESIGN

b) SAMPLE DESIGN

c) DATA COLLECTION METHOD

d) DATA ANALYSIS PROCEDURE

A) RESEARCH DESIGN

A research design is the specification of method and procedure for acquiring

the information needed. It is the framework, which determine the course of action towards

the collection and analysis of required data. This framework is to ensure that the relevant

data are collected and it also implies that it is collected accurately in an economical

manner.

Research design has broadly been classified into following categories

1) Descriptive - The study is typically concerned with determining the frequency of a

particular phenomenon.

2) Casual research design – Casual research design is adopted in order to discover

and determine the cause and effect relationship.



SAMPLE DESIGN:

An ideally selected sample represents the whole universe. The bigger the size of a

sample, the more representative it is likely to be. But, both time and money are the major

constraints. Thus, a sample should never be too big as to be un-manageable nor too small

as to loose its representation. In sample design, following three aspects are highlighted:

- Determination of sample unit

- Determination of sample technique

- Determination of sample size

SAMPLING TECHNIQUES:

There are two main categories of sampling techniques – namely

Probability Sampling & Non Probability Sampling.

In probability sampling, each element of the population has known, non-zero chances of

being selected in the sample while non-probability sampling involves personal judgement.

For the present study, the techniques of convenience sampling (i.e. non-probability

sampling & random sampling is used.



C) DATA COLLECTION METHOD:

Usually, the method used to collect primary data was scheduled questionnaire

Keeping in view the nature of this study, questionnaire method was found to be

most effective. The questionnaire is structured i.e. it is presented having from question in

sequence, and non-disguised i.e. objective of the study is clear to the respondents.

D) DATA ANALYSIS:The data was collected, tabulated, and interpreted and analyzed with a view to get

some useful information In order to make the study more comprehensive responses have

been presented with the help of various tables. Some diagrams have also been aided in

order to make the study clear and easily understandable.

In brief my research design is as follows: -

Target population- People of Bhiwani, Hissar, Bawani khera & Jevali who are using

the mobile phone services.

Sample unit- Consumers of mobile phone services

Sample Element- Houses, Offices, Shops, Colleges.

Sample size- 186

Study based on- primary data

Data collection instrument- Questionnaire



DATA ANALYSIS

&

INTERPRETATION



Demographic profile

Sex

Sex Frequency Percent

male 163 87.6

female 23 12.4

Total 186 100.0

Age

Age Frequency Percent

less than 20 20 10.8

20-30 100 53.8

30-40 24 12.9

more than 40 42 22.6

Total 186 100.0

Highest Level Of Education

Highest Level Of Education Frequency Percent

upto matric 14 7.5intermediate 41 22.0

graduate 82 44.1

post graduate and others 49 26.3

Total 186 100.0



Profession

Profession Frequency Percent

student 55 29.6

serviceman 57 30.6

businessman 56 30.1

agriculture 18 9.7

Total 186 100.0

Family income per month

Family income per month Frequency Percent

upto 10000 46 24.7

10000-15000 48 25.8

15000-20000 52 28.0more than 20000 40 21.5

Total 186 100.0

Background

Background Frequency Percent

urban 141 75.8

rural 45 24.2

Total 186 100.0

Marital status

Marital status Frequency Percent

Single 88 47.3

Married 98 52.7



Total 186 100.0

Mobile service you are using

Mobileservice youare using

Frequency Percent Valid Percent Cumulative Percent

airtel 43 23.1 23.1 23.1

bsnl 44 23.7 23.7 46.8

hutch 19 10.2 10.2 57.0

idea 35 18.8 18.8 75.8

reliance 13 7.0 7.0 82.8

tataindicom

32 17.2 17.2 100.0

Total 186 100.0 100.0

Frequency

0%23%

24%

10%

19%

7%

17%

airtel

bsnl

hutch

idea

reliance

tata indicom



BSNL is the most popular service provider followed by AIRTEL.

Activation Formalities Are Complicated

Mobile service you are using Mean

airtel 2.33

bsnl 3.32

hutch 2.84

idea 3.23

reliance 2.85

tata indicom 2.50

Total 2.85

Mean

0

0.5

1

1.5

22.5

3

3.5

airtel bsnl hutch idea reliance tata

indicom

Mean

The activation formalities of BSNL are the most complicated while that of AIRTEL is

least complicated



Network Range Is Not Good


airtel1.72

bsnl3.64

hutch2.26

idea2.46

reliance2.92

tata indicom2.56

Total2.60

Mean

0

0.51

1.5

2

2.5

3

3.5

4


indicom

Mean



The network range of BSNL is not good as compared to others

Local call rates are economical


airtel 3.65

bsnl 3.91

hutch 3.21

idea 3.66

reliance 4.08

tata indicom 3.75

Total 3.72

Mean

0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

airtel bsnl hutch idea reliance tataindicom

Mean



The local call rates of all players are almost same but the call rates of reliance are most

economical.

STD call rates are high


airtel 3.42

bsnl 2.84

hutch 3.74

idea 3.46

reliance 3.69

tata indicom 3.34

Total 3.33

M e a

0

0 . 5

1

1 . 5

2

2 . 5

3

3 . 5

4

a irt e l b s n l h u t c h id e a re lia nc e t a t a

in d ic o m

M e a n

In case of STD call rates BSNL is the most economical one.



ISD call rates are economical

mobile service you are using Mean

airtel 2.81

bsnl 2.89

hutch 3.11

idea 2.94

reliance 2.54

tata indicom 3.03

Total 2.90

Mean

0

0.5

1

1.5

2

2.5

3

3.5


indicom

Mean

People do not have any clear idea about the ISD call rates because they don’t use it often.



Roaming charges are high


airtel 3.56

bsnl 2.57

hutch 3.95

idea 3.54

reliance 2.38

tata indicom 3.22

Mean

0

0.51

1.5

2

2.5

3

3.5

4

4.5


indicom

Mean

The highest roaming charges are charged by HUTCH,



while Reliance & BSNL are somewhat economical as compared to others.

SMS charges are economical


airtel 3.25

bsnl 3.5

hutch 3.05

idea 3.08

reliance 3.84

tata indicom 3.40

Total 3.32

0

0.5

1

1.5

2

2.5

3

3.5

4

4.5


indicom

Mean



The SMS charges are almost the same but the most economical are of RELIANCE

Plan Option (Schemes) Are Inadequate


airtel 2.60

bsnl 3.25

hutch 3.15

idea 3.22

reliance 3.30

tata indicom 2.87

Total 3.02

0

0.5

1

1.5

2

2.5

3

3.5


indicom

Mean



AIRTEL is providing more variety of plan options (schemes) as compared to others.

Value Added Services Like Internet, Hello Tunes Are Costly


airtel 3.488372

bsnl 3.477273

hutch 3.263158

idea 3.742857

reliance 3.230769

tata indicom 3.34375

Total 3.467742

Mean

2.9

3

3.13.2

3.3

3.4

3.5

3.6

3.7

3.8


indicom

Mean



Value added services are most costly in case of IDEA. However HUTCH &RELIANCE are somewhat economical in this field

I Have To Wait For Long When I Call To Customer Care


airtel 3

bsnl 4.38

hutch 2.78

idea 3.2

reliance 3

tata indicom 2.96

Total 3.33

0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

5


indicom

Mean



Most busy network s of BSNL& hence the customers have to wait for long (sometimes

around 15-20 minutes) when they call to customer care office

Customer Care Executives Are Willing And Enthusiastic To Respond To Customer Request


Airtel 3.488372

Bsnl 2.863636

Hutch 3.526316

Idea 3.485714

Reliance 3.230769


Total 3.311828



0

0.5

1

1.52

2.5

3

3.5

4


indicom

Mean

Customer Care Executives of BSNL are not willing & enthusiastic to respond tothe customers, while all others are good in this field.

Customer Care Executives Are Able To Handle Customer Complaints Directly And Immediately


airtel 3.302326

bsnl 2.772727

hutch3.263158

idea3.371429

reliance2.846154

tata indicom3.40625

Total 3.172043



0

0.5

1

1.5

2

2.5

3

3.5

4

airtel bsnl hutch idea reliance tataindicom

Mean

Customer Care Executives of BSNL & RELIANCE are not able to handle theproblems of customers properly

If Other Company Comes With A New And Cheaper Scheme, I Will Switch Over


airtel 3.186047

bsnl 3.113636

hutch 3.157895

idea 3.342857

reliance 2.923077


Total 3.150538



2.7

2.8

2.9

3

3.1

3.2

3.3

3.4


indicom

Mean

Customers of all service provider companies (except that of RELIANCE) are still looking

for cheaper facilities& hence will switch over to another company, which will come with

new cheaper schemes

Customer Care Executives Provide Personal Attention To The Customer


airtel 3.302326

bsnl2.568182

hutch3.052632

idea2.857143

reliance 2.692308

tata indicom2.84375

Total2.897849



0

0.5

1

1.5

2

2.5

3

3.5


indicom

Mean

Customer Care Executives of any company doesn’t provide any kind of personalattention to the customers

Customer Care Executives Provide Complete Information


airtel 3.348837

bsnl 3.090909

hutch 2.894737

idea 3.114286

reliance 3.461538


Total 3.247312



0

0.5

1

1.52

2.5

3

3.5

4


indicom

Mean

Customer Care Executives of TATA INDICOM, RELIANCE& AIRTEL are up to themark & provide complete information to the customers, while that of HUTCH &BSNL are not able to do that.

Promotional Calls And Messages Are Quite Frequent And Often Disturbing


airtel 3.813953

bsnl 2.977273

hutch 3.473684

idea 3.485714

reliance 3.076923


Total 3.322581



0

0.5

1

1.5

2

2.53

3.5

4

4.5


indicom

Mean

Promotional Calls And Messages Are Quite Frequent And Often Disturbing in caseof AIRTEL, HUTCH & IDEA, while other players do it less frequently.

There Are Sufficient Customer Care Shops Of My Service Provider Company


airtel 3.674419

bsnl 3.045455

hutch 3.473684

idea 3.257143

reliance 3.692308


Total 3.413978



0

0.5

1

1.52

2.5

3

3.5

4


indicom

Mean

There Are Sufficient Customer Care Shops of TATA INDICOM, RELIANCE &AIRTEL

Provide Services At Promise Time (e.g. Activation Of GPRS Etc.)


airtel 3.674419

bsnl 3.068182

hutch 3.631579

idea 3.485714

reliance 3.846154


Total 3.446237



0

0.5

1

1.5

2

2.53

3.5

4

4.5


indicom

Mean

All service providers companies provide services at promised time.

Sometimes Extra Charges Are Cut Without Information


airtel 3.395349

bsnl 2.931818

hutch 3.578947

idea 3.2

reliance 2.923077


Total 3.172043



Sim Cards & recharge coupons of all the service provider companies are easilyavailable.

Have you ever switched over from other service company in the past ?

yes no Total

mobileservice youare using

airtel 10 32 42

bsnl 16 27 438 11 19

14 21 35

hutch 2 11 13

idea 12 20 32

Total 62 122 184

3.7

3.8

3.9

4

4.1

4.24.3

4.4

4.5

4.6

4.7

4.8


indicom

Mean



yes

16%

26%

13%

23%

3%

19%

mobile service you are

using airtelmobile service you are

using bsnl


using hutch


using idea


using reliance

mobile service you areusing tata indicom

The phenomenon of switching over to other companies is more prominent in case of

BSNL, followed by IDEA. The least frequency of this behavior is found in case of

AIRTEL customers

if yes, what was the reason

Reasons Frequency Percent Valid Percent CumulativePercent

Valid higher callrates

28 15.1 45.9 45.9

poor network 17 9.1 27.9 73.8

poor service 11 5.9 18.0 91.8

others 5 2.7 8.2 100.0

Total 61 32.8 100.0

Missing System 125 67.2

Total 186 100.0



Percent

46%

28%

18%

8%

higher call rates

poor network

poor service

others

The main factor behind switching over to other company is high call rates followed by

poor network range & poor services.



CONCLUSION

The following are the conclusions of our research project



1. 28% people use BSNL as there mobile service providing company.

2. BSNL has the most complicated activation formalities.

3.In case of poor range the BSNL is again on top.

4.Reliance is most economical in case of STD call rates.

5. For roaming the cheapest facility is provided by BSNL & reliance.

6. Airtel is with maximum number of plans.

7. BSNL customer care executives are very less interested in responding to the customers.

8. Students & unemployed people more frequently switch over again and again to the

companies with some cheaper rates.



SUGGESTIONS

&

RECOMMENDATIONS

1. BSNL should overcome the problem of poor network.

2. Airtel must pay attention towards the un- informed charge cuttings.



3. All the players should try for overall satisfaction instead of at one or

two points.

4.Instead of irritating promotional calls the companies should use

promotional sms with less frequency.

5. Company should concentrate on improving the customer care as customers

satisfaction should be at the priorities of the companies.

6. There is lack of BRAND LOYALITY among the customers , the companies

should use such type of plans those would help to retain the existing customers

& attracting new ones.

BIBLIOGRAPHY

BOOKS



1. Malhotra K Naresh (2005),” Marketing Research. An applied orientation, Fourth Edition , Prentice

Hall of India Pvt. Ltd.

2. Nargudkar Rajendra (2003), Marketing Research-Text & Cases, II nd Edition, Tata Mc Graw-Hill

publishing Company Limited.

3. Kothari CR, Research Methodology, Vishwa Prakashan Ltd , Second Edition , New Delhi.

4. Gupta SP (1997), “Statistcal Methods,” 9th revised edition, S Chand & Sons, New Delhi.

JOURNALS

1. Srikant A, “Cellular Mobile Industry Astudy”, The ICFAI Journal of services Marketing , March2006,pp-21-35.

2. Sharna Shasikumar L & Chaubey S, “Consumer Behaviour towards Mobile Services Providers:

An Emperical Study,”The ICFAI Journal of Marketing Management, Vol VI, No.i,2007. PP 41-

50.

3. Sharma Kamal Etal , “BSNL: Ringing in change Connecting india.” The ICFAI University Press,

Vol III , No.3,2006, PP -65-83.

WEBSITE

1. www.trai.gov.in/consultationpapers_content.asp?id=25

2. www.bsnl.in/knowledgebase.asp?intNewsid=508227&strnews more=more.

3. TRAI consultation paper on Mobile number portability dated september 22,2006

4. www.visionRI.com/marketingresearchpapers/mobile/consumerbehaviour&marketingplanning.htm

l.

5. Http://www.reveries.com/reverb/revolver./mobile_phones/index.html.

http://www.trai.gov.in/consultationpapers_content.asp?id=25

http://www.bsnl.in/knowledgebase.asp?intNewsid=508227&strnews

http://www.visionri.com/marketingresearchpapers/mobile/consumerbehaviour&marketingplanning.html


http://www.reveries.com/reverb/revolver./mobile_phones/index.html


http://www.trai.gov.in/consultationpapers_content.asp?id=25

http://www.bsnl.in/knowledgebase.asp?intNewsid=508227&strnews






ANNEXURE

Questionnaire



Hello sir/madam,

I am an M B A student and conducting a very prestigious marketing research project on “ To What extend the

customers are satisfied by the mobile service they are using & what are the reasons behind that. You are requested

to cooperate me by filling this questionnaire.

NAME ________________________________ SEX a) Male b) Female

AGE a) Less than 20 b) 20-30 c) 30-40 d) more than 40

HIGHEST COMPLETED LEVEL OF EDUCATION

a) upto matric b) intermediate

c) Graduate d) post graduate and others

FAMILY INCOME (PER MONTH)

1) upto 5000 b) 5000-10000 c) 10000-20000 d) More than 20000

BACKGROUND a) urban b) rural

MARITAL STATUS a) single b) married

Mobile service you are using ______________________________________________

(If more than one then specify which you use more often)

The followings are some questions about your mobile service company. Please tick the appropriate column out of

S.A – Strongly agree A – Agree U – Undecided D – Disagree S.D – Strongly disagree

S.n

o.

Statement S.A A U D S.D

1. Activation formalities are complicated

2. Network range is not good

3. Local call rates are economical

4. STD call rates are high

5. ISD call rates are economical

6. Roaming charges are high7. SMS charges are economical

8. Plan options( schemes) are inadequate

9. Value added services like Internet ,hello tunes are

costly

10. I have to wait for long when I call to customer

care

11. Customer care executive are willing and

enthusiastic to respond to customer request.



12. Customer care executive are able to handle

customer complaints directly and immediately.

13. If other company comes with new and cheaper

scheme I will switch over

14. Customer care executive provide personal

attention to the customers

15. Customer care executive provide complete

information

16. Promotional calls and messages are quite frequent

and often disturbing

17. There are sufficient customer care shops of my

service provider company.

18. Provide services at promise time (eg. Activation

of gprs etc.)

19. Sometimes extra charges are cut without

information.20. Sim cards & Recharge coupons are easily

available.

21.(I) Have you ever switched over from other service company in the past ?

(a) Yes (b) No

(II) If yes, what was the reason ?

(a) Higher Call Rates (b) Poor Network

(c) Poor Service (d) Others-_____________________________

_________________________________________________________________

If there are any suggestions, you would like to give mobile service companies, Please

specify_______________________________________________________________________________________

____________________________________________________________________________________________

____________________________________________________________________________________________

_______

Thanks a lot

Mobile Net Serv Prvdr Prjct

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