Reliance Final Presentation customer satisfaction

8/11/2019 Reliance Final Presentation customer satisfaction

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FLOW OF PRESENTATION

INTRODUCTION OF THE TOPIC RESEARCH METHODOLOGY SWOT ANALYSIS LIMITATION OF THE STUDY PRODUCTS PORTFOLIO DATA ANALYSIS FINDING CONCLUSION SUGGESTION


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INTRODUCTION OF THE TOPIC There was 60 days project duration because of college and

university requires min 60 days project report on the basis of studycurriculum of MBA degree.

This 60 days project report plays important role in future of studentbecause of this project experience gives little bit corporate exposefor the student.

Study gives criteria to know how to get information from customers

through questionnaire. Its mission to understand organization. Promotional activity plays important in increasing sales volume of

company. This study helps researcher to know about the competitors and

strategies used by them.

This project mainly helped to increase communication skills andalso helped to know, how an Individual can convince the customersabout product and to design strategies and to develop business forthe company. This experience will really help in future projects andwork.


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RESEARCH METHODOLOGY Objectives of the Study

The following are the objectives of the study. To study the problems faced by the respondents with Reliance Postpaid

service. To study customer satisfaction level on Reliance services. To find out consumer preferences. To analyze the level of awareness about Reliance products. To makes suggestions in the light of the findings of the study.

Scope of the study The scope of the study is limited to the post paid services offered by

Reliance Communications. Study objective is to examine the various factors which play their parting

customer buying behavior and the major dissatisfaction areas for thecustomers.

The study considered the urban area of Ahmadabad city. The sample under consideration consisted of the existing customers of

Reliance Communications.


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DATA COLLECTION The primary data are collected through survey method.

Survey method is undertaken to find the customer satisfactionand opinion.

A survey was conducted among the people of AhmadabadCity by the aid of well structured questionnaire. Thepopulation for the study consists of people who are using cellphones in Ahmadabad City.

The sampling unit for the study is 100, which includes the cellphone, fixed wireless phones and internet users inAhmadabad City. The sampling size includes male and female

users from different occupation, age. The sampling size was restricted to 100 because of the time

constrains. Here, convenient sampling technique has beenadopted for collecting the primary data.


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SWOT ANALYSIS Strength

Brand Image Distribution Chanel Strong Finance First in FWPs The new technology launcher

WeaknessService.Customer Satisfaction.Customer Care.Connectivity.Not very good plane for internet user .

Opportunity Preference of GSM over CDMA

Growing data card market New Specialist application Rural Telephony New Market, Vertical, Horizontal Competitors` Vulnerabilities

Threat Political destabilization.

Launch of TATA USB modem Big market share of Airtel New EntrantsIT Development Market DemandSeasonality, Weather Effects


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LIMITATIONS OF THE STUDY:- The study was restricted to only those clients

who were related to Reliance Communicationsproducts.

The study was confined within specific regions ofAhmadabad city only.

The sample size was limited so the resultsobtained from the study may not be generalizedfor the whole population.

The time period of the study was not sufficient tomeasure the consumers response effectively andreach to a more valid conclusion.

Many of the respondents may not have given thecorrect information due to personal bias.


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PRODUCTS PORTFOLIO

Reliance FWP Reliance Voice (CDMA+ GSM)

Reliance Data Card Reliance Broad Band


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DATA ANALYSIS

Q 1. Which of the following Reliance post paidproducts are you aware of? (Multiple choice).

Products No. of

Respondents

RIM Post Paid 43%

FWP 20%

Broadband 25%

HSDC 12%

Total 100%

0%10%20%30%40%50%

No. of Respondents

No. of Respondents

INTERPRETATION: 43% of the respondents are aware of RIM Post Paid.20% of the respondents are aware of FWP.25% of the respondents are aware of Broadband.12% of the respondents are aware of HSDC.


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Q3. Which of the following productsare you using?

Products No. of

Respondents

RIM Post Paid 41%

FWP 13%

Broadband 20%

HSDC 26%

Total 100%

0%5%

10%15%20%25%30%35%40%45%

No. of Respondents

No. of Respondents

INTERPRETATION: 13% of the respondents were using RIM Post Paid.41% of the respondents were using FWP.20% of the respondents were using Broadband.26% of the respondents were using HSDC.


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Q4. Are you satisfied with the serviceprovided by the subscriber?

Level No. of Respondent

Fully Satisfied 38%

Partially Satisfied 15%

Not Satisfied 11%

Strongly Not

satisfied

36%

Total 100%

0%

5%

10%

15%

20%

25%

30%

35%

40%

Fully Satisfied PartiallySatisfied

Not Satisfied Strongly Notsatisfied

No. of Respondents

No. of Respondents

INTERPRETATION: 38% of the respondents were fully satisfied with the services.51% of the respondents were partially satisfied with the services.11% of the respondents were not satisfied with the services.36% of the respondents were Strongly Not satisfied with the services.


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Q6.Has the Reliance Communicationreduced your mobile phone costs?

YES NO

42% 58%

Interpretation:42% customer suggested that Reliance Communication reduced

their cost because of the attachment plan with Airtel and Vodafone.While 58% people which is highly rich people suggested yes this

phone is reduced phone expenses because of the feature and theother option is available in the phone.


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Q7. When a sales executive comes to you, which of thefollowing products does he frequently tells about?

Products No.of

Respondents

RIM Post Paid 53%

FWP 12%

Broadband 25%

HSDC 10%

Total 100%

No. of Respondents

RIM Post Paid

FWP

BroadbandHSDC

INTERPRETATION:

53% of the respondents were told about the RIM Post Paid by the visiting salesexecutives.12% of the respondents were told about the FWP by the visiting sales executives.25% of the respondents were told about the broadband by the visiting sales

executives.10% of the respondents were told about the HSDC by the visiting sales executives .


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Q8. What channel would you prefer tobuy a telecom/internet service?

Channel

Percentage

No. of

respondents

Home delivery 23%

Customer care 38%

Online 24%

Franchisee &

utility shops

15%

Total 100%

0%

10%20%30%40%

No. of respondents

No. of respondents

INTERPRETATION: 23% of the respondents would prefer to buy the service through home delivery.38% of the respondents would prefer to buy the service through customer care.24% of the respondents would prefer to buy the service online.15% of the respondents would prefer to buy the service through franchisee

&utility shops.


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Q9. Which of the following service you lookbefore choosing the product?

Service No. of respondent

Price 48%

Connectivity 11%

Speed 28%

Value added service 8%

After sales service 5%

Total 100%

0%

10%

20%

30%

40%

50%

60%

No. of respondent

No. of respondent

INTERPRETATION: 48% of the respondents consider price before choosing the product.11% of the respondents consider connectivity before choosing the product.28% of the respondents consider speed before choosing the product.8% of the respondents consider value added services before choosing the

product.5% of the respondents consider after sales service before choosing the product.


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Q10. If Price and mobility is not a concern, which ofthe following would you prefer to buy?

Product No. of respondents

Land line phone 6%

Fixed wireless phone 17%

Mobile based on

GSM technology

77%

Mobile based on

CDMA technology

0%

Total 100%

0%20%40%60%80%

100%No. of respondents

No. of respondents

INTERPRETATION: 6% of the respondents would buy land line phone, if price and mobility is not a concern.17% of the respondents would buy fixed wireless phone, if price and mobility is not a

concern.77% of the respondents would buy mobile based on GSM technology, if price and

mobility is not a concern.0% of the respondents would buy mobile based on CDMA technology, if price and

mobility is not a concern.


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Q11. Would you like to recommendreliance services to others?

Opinion No.of

respondents

Yes 63%

No 37%

Total 100%

0%

20%

40%

60%

80%

Yes No

No. of respondents

No. of

respondents

INTERPRETATION: 63% people is like to recommend reliance services to others.37% people do not to recommend reliance services to others.


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0%

10%

20%

30%40%

50%

60%

70%

80%

90%

100%

Poor

Average

Good

Very Good

Excellent


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INTERPRETATION: NETWORK 11% of the respondents rated excellent for the network. 18% of the respondents rated very good for the network.21%

of the respondents rated good for the network.32% of the respondents rated average for the network.18% of therespondents rated poor for the network.

SMS 5% of the respondents rated excellent for SMS rates.27% of the respondents rated very good for SMS rates.41% of the

respondents rated good for SMS rates.18% of the respondents rated average for SMS rates.9% of the respondentsrated poor for SMS rates. NEW SCHEMES &OFFERS 6% of the respondents rated excellent for new schemes and offers.20% of the respondents rated very good for new

schemes and offers.27% of the respondents rated good for new schemes and offers.34% of the respondents ratedaverage for new schemes and offers.13% of the respondents rated poor for new schemes and offers.

INTERNET SPEED 65% of the respondent rate excellent for internet speed.10% of the respondent rate very good for internet speed.10%

of the respondent rate good for internet speed.5% of the respondent rate average for internet speed.10% of therespondent rate poor for internet speed. COST 5% of the respondents rated excellent for cost.20% of the respondents rated very good for cost.10% of the respondents

rated good for cost.20% of the respondents rated average for cost. 45% of the respondents rated poor for cost. CUSTOMER CARE 5% of the respondents rated excellent for customer care. 5% of the respondents rated very good for customer care.5%

of the respondents rated good for customer care.10% of the respondents rated average for customer care.75% of therespondents rated poor for customer care.

RECHARGE OUTLETS CALL RATES 5% of the respondents rated excellent for recharge outlets call rates.10% of the respondents rated very good for

recharge outlets call rates. 10% of the respondents rated good for recharge outlets call rates.20% of the respondentsrated average for recharge outlets call rates.50% of the respondents rated poor for recharge outlets call rates.

VALUE ADDED SERVICE 5% of the respondents rated excellent for value added service. 10% of the respondents rated very good for value added

service. 5% of the respondents rated good for value added service. 20% of the respondents rated average for valueadded service. 60% of the respondents rated poor for value added service.


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FINDING The company should emphasize more on the spreading the

awareness for their products because the level of awareness of theirFWP, Broadband, HSDC is very low. The sales executives should play a major part in spreading awareness

because only 5% of the people came to know about the productsthrough sales executives. Sales executives may also help the companygenerating prospects, hence sales for the company.

The RIM post paid has seen a major decline in its users because of thetough competition given by the prepaid services. Hence the companyshould now focus more on the internet services as there is a hugemarket for them to cover.

The sales executives are not properly trained as they could not

explain the schemes properly so they just try to tell to the customerabout their RIM post paid service and not about other three services.This is the main reason for the lack in sales of their internet services.

As seen from the survey results, more than 3/4thof the populationprefer to buy a mobile based on GSM technology. So the newlylaunched GSM based mobile phones should be promoted accordingly.


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CONCLUSION In Reliance Communication I did selling and marketing

survey and found that reliance communication hashigh brand equity but its also associated with badservice image reliance communication need to improveits after sells services.

Some time to convert a call falls commitment has beenmade by its sells executives, that is ruining brand imageof reliance communication.

There for some amendment are required in marketingprocess of reliance communication. Although it was

the great experience to be a part of such a greatcompany. It was the great opportunity to learn the market and

apply the theoretical knowledge in the field.


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SUGGESTION Reliance should Increase Network coverage in Ahmadabad

of GSM voice. Some of area does not have Reliance GSM Network like:

Raipur, Vejal pur, Naroda, Amarai vadi, Tower square areaand some other areas .These area Covered Population ofAhmadabad.

Reliance should try to cover all these area to targetmaximum customer.

Reliance should improve Service given to the customer. There should be a unlimited plan. Try to make long relationship with customer. High speed data card is also available in market in

comparatively low price then Available at reliance worldstore, this price fluctuation should be removed.


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Reliance Final Presentation customer satisfaction

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