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8/3/2019 SIP Final Touch

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SUMMER TRAINING REPORT

On

CUSTOMER SATUSFACTION LEVEL OF VIDEOCON PREPAID CUSTOMERS

Videocon Mobile Services(Videocon Industries limited)

Submitted in partial fulfillment of the requirements of

Post Graduate Programme

by

Vishal Chauhan

Batch: 2010-2012

Roll No.PG20102427

IILM Institute for Higher Education

Gurgaon


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ACKNOWLEDGEMENT

Working with Videocon Mobile Services has been an educative, interesting and motivating

experience.I would hereby like to extend my gratitude to the following people without whose

co-operation and help at every stage, successful completion of the project would have beenimpossible.

First of all, I would like to express my profound gratitude and sincere thanks to Mr. Vishal Singh

Negi (Sr. Sales Manager) to give me the opportunity to work in Videocon Mobile Services,

Chandigarh.

I am also sincerely thankful to Yogesh Chandna(Sr Sales Executive), who has been my valuable

and supportive Team member with whom I have been given the opportunity to understand the

depth of telecom sector . Also I cannot forget to give a special thanks to all the immediate

superiors and my fellow interns who have guided/helped me during this internship project.

Last but not the least, I would also like to thank IILM Gurgaon and Assistant Dean Mr. Rahul

Mishra for providing me the opportunity to put theoretical inputs gathered at the institute to

practice. I also feel a sense of gratitude towards Ms.Aparna Kaushik, my faculty mentor who

took personal interest in the progress of the project and my parents, relatives and friends for

their moral support.

THANK YOU!


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CONTENTS Page No

Declaration 4

Executive Summary. 5

Objective... .6

Chapter 1: Industry profile

Telecom Sector.... 8

Chapter 2: Company profile

Videocon Industries limited 11

CSR initiatives .. 12

Chapter 3: Market Research- Customer Satisfaction Level

Introduction... 15

Analysis.. 16

Conclusion.31

Limitation of the project... 32

Recommendation.. 33

Learnings.. 34

References.. 35

Questionnaire36

Organization Information Docket... 38


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ANNEXURE II - DECLARATION FORM

I hereby declare that the Project work entitled___________________________________________

_____________________________________________ (write the title in Block Letters) submitted

by me for the Summer Internship during the Post Graduate Program to IILM Institute for Higher

Education is my own original work and has not been submitted earlier either to IILM or to any other

Institution for the fulfillment of the requirement for any course of study. I also declare that no

chapter of this manuscript in whole or in part is lifted and incorporated in this report from any

earlier / other work done by me or others.

Signature of Student: _____________ Signature of Company Mentor: ___________

Name of Student: ________________ Name of Company Mentor: ______________

Designation: __________________________

Date: Date:

Place: Place:


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OBJECTIVES

The Main purpose behind doing these project was

y In other ways To check out the customer satisfaction level of VIDEOCON mobile users

OR

y The other purpose of study was to find out the main factors affecting the Customer base

of Videocon Mobile Services(mainly from price and connectivity)

Thus base on the above objectives this report has been made.


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Chapter 1

INDUSTRY PROFILE


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TELECOM SECTOR PROFILE

The Indian Telecommunications network is the third largest in the world and the second

largest among the emerging economies of Asia. Today, it is the fastest growing market in the

world. The telecommunication sector continued to register significant success during the

year and has emerged as one of the key sectors responsible for Indias resurgent Indias

economic growth.

Growth

This rapid growth has been possible due to various proactive and positive decisions of the

Government and contribution of both by the public and the private sector. The rapid strides

in the telecom sector have been facilitated by liberal policies of the Government that provide

easy market access for telecom equipment and a fair regulatory framework for offering

telecom services to the Indian consumers at affordable prices.

Wireline Vs Wireless

It has also undergone a substantial change in terms of mobile versus fixed phones and public

versus private participation. The preference for use of wireless phones has also been

predominant in the sector.

Participation of the private entities in the telecom sector is rapidly increasing rate there by

presenting the enormous growth opportunities. There is a clear distinction between theGlobal Satellite Mobile Communication (GSM) and Code Division Multiple Access (CDMA)

technologies used and the graph below shows the divide between the two.

Segment wise Status

Wireline Services

With increasing penetration of the wireless services, the wireline services in the country is

becoming stagnant. On the other hand, Broadband demand has picked up and promises to

stabilise fixed line growth.

GSM Sector

In terms of the Global System for Mobile Communication (GSM) subscriber base this now

places India third after China and Russia.China had 401.7 million GSM subscribers

CDMA Services

CDMA technology was introduced in India as a limited mobility solution. The introduction

of CDMA services has created competition, lowered tariffs and offered many citizens access

to communication services for the first time

Internet Services

Internet services were launched in India on August 15, 1995. In November 1998

the government opened up the sector to private operators. A liberal licensing


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regime was put in place to increase Internet penetration across the country.

The growth of IP telephony or grey market is also a serious concern.

Government loses revenue, while unlicensed operation by certain operators violates the law

and depletes licensed operators market share.

New services like IP-TV and IP-Telephony are becoming popular with the demand likely to

increase in coming years. The scope of services under existing ISP license conditions areunclear.

Manufacture of Telecom Equipment

Rising demand for a wide range of telecom equipment, particularly in the area of mobile

telecommunication, has provided excellent opportunities to domestic and foreign investors

in the manufacturing sector. The last two years saw many renowned telecom companies

setting up their manufacturing base in India. Ericsson has set up GSM Radio Base Station

Manufacturing facility in Jaipur. Elcoteq has set up handset manufacturing facilities in

Bangalore. Nokia set up its manufacturing plant in Chennai. LG Electronics set up plant of

manufacturing GSM mobile phones near Pune.

The Government has already set up Telecom Equipment and Services Export Promotion

Forum and Telecom Testing and Security Certification Centre (TETC). A large number of

companies like Alcatel, Cisco have also shown interest in setting up their R&D centers in

India. With above initiatives India is expected to be a manufacturing hub for the telecom

equipment.

POLICY AND INITIATIVES

Regulatory Framework

The Telecom Regulatory Authority of India (TRAI) was set up in March 1997 as a regulator

for Telecom sector. The TRAIs functions are recommendatory, regulatory and tariff setting

in telecom sector.

Telecom Disputes Settlement and Appellate Tribunal (TDSAT) came into existence in May,

2000. TDSAT has been empowered to adjudicate any dispute

between a licensor and a licensee

between two or more service providers

between a service provider and a group of consumers

hear and dispose of appeal against any direction, decision or order of TRAI

Tariffs for telecommunication services have evolved from a regime where tariffs were

determined by Telecom Regulatory Authority of India to a regime where tariffs are largely

under forbearance. TRAI intervenes by regulating the tariffs for only those services, the

markets of which are not competitive.Universal Service Obligation Fund (USOF) exclusively for meeting the Universal Service

Obligation was established in April, 2002. The Universal Service Levy is presently 5 per cent

of the Adjusted Gross Revenue (AGR) of all telecom service providers except the pure value

added service providers like Internet, Voice Mail, E-Mail service providers etc. Indian

Telegraph Act has been amended in October2006 to provide support for all telegraph

services including mobile and broadband to bridge the digital divide.

With the introduction of the Unified Access Licensing Regime, operators can offer telecom


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access services to consumers in a technology neutral manner, subject to fulfilling certain

conditions. Introduction of this regime has also broken the legal/regulatory impasse between

the cellular and basic service providers. Issuance of Intra-Circle Merger and Acquisition

Guidelines provide investors an opportunity to take stakes in existing telecom operations.

2.2 Government Initiatives

The Government has taken the following main initiatives for the growth of the TelecomSector:

All telecom services have been opened up for free competition for unprecedented

growth

217 (Information Technology Agreement) ITA-I items are at zero Customs Duty.

Specified capital goods and all inputs required to manufacture ITA-I, items are at zero

Customs Duty

Availability of low cost mobile handsets

The international Long Distance Services (ILDS) opened with effect from April 2002.

Calling Party Pays (CPP) regime was implemented with effect from 1st May

Guidelines for Unified Access Service License regime were issued in November 2003,

27 licenses out of 31 Basic Service Licenses were converted to Unified Access Service

Licenses

In April 2004, license fee for Unified Access Service Providers (UAS) was reduced by 2

per cent

License fee for infrastructure Provider-II reduced from 15 per cent to 6 per cent of the

Adjusted Gross Revenue and spectrum charges between 2 to 4 per cent in June 2004

Entry fee for NLD licenses was reduced to Rs. 2.5 Crore from Rs. 100 Crore. Entry

fee for ILD reduced to Rs. 2.5 Crore from Rs. 25 Crore

Lease line charges have been reduced to make the bandwidth available at competitive

prices to facilitate growth in IT enabled services

One India plan i.e. single tariff of Re. 1/-per minute to anywhere in India wasintroduced from 1st March 2006 by the Public Sector Undertakings. This tariff was

emulated by most of the private service providers also. This scheme has led to death of

distance in telecommunication and is going to be instrumental in promoting National

Integration further

The robust telecom network has also facilitated the expansion of BPO industry that is

having 500,000 employees now and adding 400 employees per day.

Annual license fee for National Long Distance (NLD), International Long Distance

(ILD), Infrastructure Provider-II, VSAT commercial and Internet Service Provider

(ISP) with internet telephony (restricted) licenses was reduced to 6 per cent of

Adjusted Gross Revenue (AGR) with effort from Jan 2006. The Governments policy is neutral on use of technology by telecom service providers

subject to availability of scarce resources such as spectrum etc.

Licence Fees 6-10 per cent of Adjusted Gross Revenue (AGR)


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Chapter 2

COMPANYPROFILE

Videocon Telecommunications limited

Videocon Telecommunications Limited, a Videocon group company offers GSM mobile services

GSM service under the brand name Videocon. The services are already up and running in Tamil

Nadu( including Chennai ),Punjab*, Haryana and soon will be present across the country.

The Videocon Group is a $4 billion, global business conglomerate with a strong presence in

Household Consumer Goods, Oil & Gas, Retail, Telecom, DTH and the Power sector.

The Videocon group has constantly leveraged a culture of innovation to develop a range of

market re-defining products. The Group has several manufacturing facilities globally and R&D

centers spread across America, Europe and Australia that are constantly working towards

creating global quality products deploying the most up-to-date technology.

Videocon has one of the largest distribution networks in India with a nation-wide presence.

The Group has a full range of products in Flat Panel Devices (LCDs) and CTVs, Washing

Machines, ACs, Refrigerators, Home Theater systems, microwave ovens, food processors, and

sophisticated small home appliances. Recently the group also successfully launched a range of

Mobile Handsets and next-generation Direct-to-Home television services and worlds first

satellite TV.


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Apart from having a stronghold in the domestic market, the company has a significant market

share in the global arena as well. Videocon exports consumer electronics and home appliances

to markets in the Middle East and Europe, West Asia, Latin America and South East Asia.

The Group is rated among Indias Top 15 Business Houses and is listed among the 100 EmergingGiants of the World according to a Boston Consulting Group study in addition to being rated

amongst the Top 15 of Indias buzziest brands by agencyfaqs in 2010.

Corporate Social Responsibilities (CSR) of Videocon

Telecommunications limited

As a socially responsible organization, Videocon aims to help the people to enrich their lives and

ensure the health and safety of their workforce and community. Company through its CSR

initiatives tries to minimize the adverse impact while taking steps to protect and enhance the

natural environment. Some of the specific CSR initiatives that Company have undertaken are as

follows:-

Specific CSR initiatives

The companys CSR activities covers more than 50 villages inRemote areas of Punjab where the

company is involved in providing fresh drinking water, sanitation facilities, and medical facilities

thereby enhancing their income standards by imparting vocational training.

Videocon had provided grants for opening schools to support the growing education structure.

Videocon have involved in the activities such as Veterinary assistance, Adult literacy,

EntrepreneurDevelopment program, Construction of infrastructure etc.

Besides all the above CSR initiatives, Videocon also extended their support towards activities

such as Fish Landing Centre, support to government hospitals, Support for street lights,

construction for crematorium and other related activities as this.

Philosophy & Resolve


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No business can function in a vacuum. There is the society at large with which it engages in

innumerable transactions; the more involved the engagement, the better its qualitative and

quantitative effect on the business. Aware of this debt to society, a successful corporate like

Videocon is committed to fulfilling its obligations: both as providers of outstanding products as

well as sterling community initiatives.

They include, among others, a first-rate academic haven for the high-school education of

underprivileged girls and a 100% world-class, charitable hospital specializing in cancer and heart

surgery for the benefit of societys marginalised sections. Videocons deep-rooted commitment

to environment conservation translates into process improvements that help recycle CRT glass,

curb carbon emissions and other pollutants. Among others, the groups India glass plant has

supported a large-scale initiative like the plantation of over 2,00,000 teak trees.

Apart from material support, society needs spirit; that vital ingredient that makes the

difference between living life and merely existing. Videocon is inspired heavily by the uplifting

nature of sports; its power to generate mass passion, where innumerable hearts throb as in

unison; its ability to draw people together irrespective of differences in race, religion, gender or

caste. Unity of spirit and purpose is ultimately what builds bridges between diverse cultures.

This is the core belief of a group that has operations spread over a cross-cultural milieu

worldwide. Videocon supports mass sports for another reason: at the heart of sports is fair

play, a virtue that enjoys exalted status among values cherished by Videocon.

The groups sponsorship of cricketing events across the globe underlies its commitment and

passion for sports as well as its goal to uplift the spirits of a global audience. Videocon has not

forgotten the grassroots either; the Videocon School of Cricket launched in Kolkata under the

guidance of former India captain, Saurav Ganguly, aims to inspire budding cricketers in the age

group of 10 to 17 years to greater heights.

Hospital

In the memory of founder Videocon runs a world class hospital with the latest equipments,

MRI, CT scan machines run by dedicated doctors specializing in Cancer and heart surgery. The

hospital is 100% charitable and caters to the people in Indian villages which cannot even

support their families let alone afford medicines.

Schools

The group runs a world class school dreamt by our LATE founder in the village of Gangapur,

dedicated to giving high quality high school education to underprivileged girls inspiring them toaim higher and work for the development of the country.

Creative quality circle team won manufacturing trophy for excellence case study in 3rd

convention held at Jawaharlal Nehru Engineering College Aurangabad and distinguished award

in 17th National Convention at Madurai between 04/12/2008 to 07/12/2008.


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BHARARI Team won distinguished award in 3rd convention of at Jawaharlal Nehru Engineering

College Aurangabad and also won excellence award in 17th national convention at Madurai

between 04/12/2008 to 07/12/2008.

Best of the best trophy in mini convention at Jawaharlal Engineering Collage on 17/02/2005.

MANTHAN: QC team IGQA Dept won distinguished award in 18th national convention held at

Ruparel College from 27/12/2009 to 30/12/2009.

Sports

Cricket

The Videocon School of cricket was launched in Kolkata to train budding talent in the age group

of 10 to 17. The academy has been undertaken in cooperation with the captain of the Indian

cricket team, Saurav Ganguly, who has been designated Chief Coach. It aims to put about 700

students through the paces every year.

Sponsorship of cricketing events across the globe underlies Videocon's commitment and

passion for sports as well as its goal to connect with a global audience.

Sponsorship

Videocon is inspired heavily by the uplifting values perpetuated by sports. Its ability to draw

people together irrespective of differences in race, gender, religion and country. Unity of spirit

and purpose is ultimately what builds bridges between diverse cultures. This is the core belief

of a group that today has operations spread over a cross-cultural milieu worldwide. Also, at theheart of sports is fair play, a virtue which enjoys exalted status among values cherished by

Videocon.

The group has been deeply involved in supporting sports. Its sponsorship of cricketing events

across the globe underlies its commitment and passion for sports as well as its goal to connect

with a global audience.

It is a matter of pride that Videocon's Audio Visual products entertain enthusiasts and fans

passionate about watching sports worldwide.

Energy Conservation

The Company consistently pursues reduction in energy consumption in its manufacturing

process on an ongoing basis.

An overall awareness has been created among the employees/workers to avoid wastage of

water and power by shutting the power off when not in use. A parameter has been developed

in office atmosphere to shut power off for some part of day so as to take up manual work and


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complete the manual activity during that part of the day. The lighting fixture in the

administrative areas has been optimized. A Quality team has been appointed to closely monitor

the consumption of fuel and lying emphasis on non-conventional energy sources.

The group takes environment conservation seriously. It is working to equip its facilities with

methods that help recycle CRT glass, curb carbon emissions and other pollutants. Videocon'sIndia glass plant has supported plantation of over 2,00,000 teak trees.

INTRODUCTION

This project waqs based on SPSS which is software that helps to perform various statistical

procedures. With the help of SPSS, one can perform various statistical functions like ANNOVA,

T-test, F-test. Factor Analysis. It is helpful for the analysis of the output.

This report is all about using SPSS to analysis the customer satisfaction level for a pre-paid

customer. With a sample size of 75 from the areas of punjab, this survey has been performed

keeping in mind different parameters. For analysis we have taken three main parameters-

Price, Connectivity and Overallservice.

Keeping in mind the above three parameters and our objective of the analysis, we have set our

hypothesis as:

H0: There is Customer Satisfaction level for Airtel Pre-Paid Customers

H1: There is no Customer Satisfaction Level for Airtel Pre-Paid Customers

Thus, with the two hypothesis in our mind and with the help of the questionnaires, we have

performed various statistically function in SPSS to get the result whether the hypothesis is

accepted or rejected.

The different statistical tools we used in SPSS are:-

1. Frequencies and Descriptive.

2. Histograms

3. Cross tabs


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4. Correlation

5. Regression

6. t- Test

7. Chi- Square

8. One-Way ANNOVA

9. Non Parametric Test-Man Whitney Test and Two-Sample Kolmogorov-Smirnov Test

Overall-Service is taken as Dependent Variable and Price and Connectivity as Independent

Variables.

ANALYSIS

10.FREQUENCY: - Frequencies is one of the simplest yet one of the most useful of all SPSS

procedures. With the help of Frequencies, one can easily predict the result with the help

of graphs and charts. Thus with the histogram, let analysis the below charts.

Price

Frequency Percent Valid Per cent Cumulative Per cent

Valid best 9 10.0 12.0 12.0

good 55 61.1 73.3 85.3

poor 10 11.1 13.3 98.7

worst 1 1.1 1.3 100.0

Total 75 83.3 100.0

Missing System 15 16.7

Total 90 100.0


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ANALYSIS:- This shows that the good have more influences in price.

ANALYSIS:- Connectivity have influence to overall service

11.DESCRIPTIVE ANALYSIS: - It is another frequently used SPSS procedure. Descriptive

statistics are designed to give information about the distribution of the variables- Price,

Connectivity and Overall Service.

ANALYSIS:- As mentioned above, the descriptive statistics tables shows that from 75

sample and taking the above three parameters, the minimum for all three is 1.00 and

maximum for overall-service, price and connectivity is 5, 4 and 3 respectively. The mean

and the standard deviation for the three parameters are also mentioned. This means

that keeping overall service dependent, Connectivity have more influence both in

terms of mean= 2.0800 and std. Deviation= 0.80135.

12.CROSSTABULATION: - Cross tabs is nothing but to both the data of various variables in

different rows and columns as per their group so that analysist can analysis it better. It


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gives a clear picture of the overall data. Thus the cross tabs for the parameters Price and

connectivity in reference to the Overall-Service( Depended variable) are:-

Case Processing Summary

Cases

Valid Missing Total

N Percent N Percent N Percent

Overall service * connectivity 75 83.3% 15 16.7% 90 100.0%

Overall service * Price 75 83.3% 15 16.7% 90 100.0%

Overall service * connectivity Cross tabulation

Count

connectivity Total

Very bad Satisfactory Very good

Overall service excellent 3 4 3 10

good 13 14 17 44

average 5 7 5 17

bad 0 1 2 3

very bad 0 1 0 1

Total 21 27 27 75


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Overall service * Price Cross tabulation

Count

Price Total

best good poor worst

Overall service excellent 6 4 0 0 10

good 2 39 3 0 44

average 1 10 5 1 17

bad 0 1 2 0 3

very bad 0 1 0 0 1

Total 9 55 10 1 75

ANALYSIS: - The Case Processing Summary shows the Valid, Missing, and Total cases. The high

percent of missing cases (16.7 %) here reflects the people who were not asked this particular

question in the survey. The Valid N is the number of cases used in the table which is 75.

In the next table we have overall service with the connectivity. Here connectivity is in the

column side which is divided into 3 segments .They are Very bad, satisfactory and Very Good.

The overall service has been classified into 5 segments. They are Excellent, good, average, bad,

very bad. We found that:

Among the total respondents 44 have allotted overall service as good out of which 17 have very

good connectivity .So this shows that connectivity plays a very important decisive role for

overall service. Here Cramers v shows a value of 0.168 which shows strong relationship.

In the cross tabulation table we have considered overall service with price. Here again 44

respondents has allotted good overall service out of which 39 says price is good. So price also

has a very good impact on overall connectivity and Cramers v value is also greater than theprevious one which is 0.434. So this shows that price has larger impact on overall service.

13.CORRELATION:Two variables are said to be co-related when they vary in respect with

each other such that the changes in one variable associated with the change in other

variable in the same or in the opposite direction.


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The date which we have taken is from Bharati Airtel which comprises of four variables i.e. users,

price, connectivity, and overall service. We will try to analyse the data through different

analytical tools and try to find out the relationship. As we all know the value of correlation lies

between -1 to +1.

Correlations

users Price connectivityOverall service

users Pearson

Correlation

1 -.026 -.112 .030

Sig. (2-tailed) .827 .338 .796

N 75 75 75 75

Price Pearson

Correlation

-.026 1 .144 .481**

Sig. (2-tailed) .827 .217 .000

N 75 75 75 75

connectivity Pearson

Correlation

-.112 .144 1 .059

Sig. (2-tailed) .338 .217 .615

N

75

75

75

75

Overall

service

Pearson

Correlation

.030 .481** .059 1

Sig. (2-tailed) .796 .000 .615

N 75 75 75 75

**. Correlation is significant at the 0.01 level (2-tailed).

ANALYSIS: -The table shows correlation of the variables with each other. It shows very weak

correlation between the variables. For users it is -.026 with price, -.112 with connectivity and

.030 with overall service. It shows that these variables have very less or no impact on the users.

The similar output is for price, connectivity and overall service. The only correlation which is


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ANOVAc

Model

Sum of

Squares df Mean Square F Sig.

1 Regression 10.312 1 10.312 21.962 .000a

Residual 34.275 73 .470

Total 44.587 74

2 Regression 10.316 2 5.158 10.837 .000b

Residual 34.270 72 .476

Total 44.587 74

a. Predictors: (Constant), Price

b. Predictors: (Constant), Price, connectivity

c. Dependent Variable: overall service

Coefficients

Model Unstandardized Coefficients

Standardized

Coefficients t Sig.

B Std. Error Beta

1 (Constant) .844 .303 2.787 .007

Price .671 .143 .481 4.686 .000

2 (Constant) .861 .348 2.475 .016

Price .673 .146 .482 4.620 .000

connectivity -.010 .101 -.011 -.101 .920

15.Dependent Variable: overall service


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ANALYSIS: - The first table shows the variable entered/removed. As we have taken hierarchical

regression so in the first place we have taken price and then after that we have considered

connectivity as the second independent variable. Overall service remains the dependent

variable.

Model Summary: In that we have R value, R Square value, Adjusted R Square and Standard

Error of estimate.

R value: It shows the strength of relationship between dependent variable and the

independent variable both the models have 48.1% relationship with the dependent variable.

R Square value: The R-squared of the regression is the fraction of the variation in our

dependent variable that is accounted for our independent variables. In regression with a single

independent variable, it is the same as the square of the correlation between your dependentand independent variable.It represents the coefficient of determination. It is the ratio of the

sum of squares explained by the regression model and the total sum of squares around the

mean in the usual ANOVAs notation. So it represents the proportion of variance in one variable

accounted for another variable.

Model 1: Here 23.1% of the variance of overall service is accounted for price.

Model2: Here 23.1% of the variance of overall service is accounted for both price and

connectivity.

Ra Square: This is the value which is used by independent variable for the dependent variable

when they are nearly true. So they are adjusted by this value.

Ra Square=R Square-[p (1-R Square)/N-P-1]

The value shows that 22% of the value is found to be adjusted in Model1 whereas in Model2 we

have only 20% of the value is adjusted.

Standard Error of Estimate: The standard erroris an estimate of the standard deviation of the

coefficient, the amountitvaries acrosscases. It can be thought of as a measure of the

precision with which the regression coefficient is measured. If a coefficient is large compared to

its standard error, then it is probably different from 0.It can be calculated by Square root of the

residual divided by the degree of freedom which was nearly found out to be 68% which is

acceptable as it is less than the coefficients.


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ANOVA Table: When we come here we find the regression value and residual values of both

model1 and 2. However the regression value of model 1 is found to be larger than the model2

which shows that price is the main cause of overall service whereas connectivity and price

comes second.

Coefficient Table: In this table we consider the unstandardized coefficients as there is no such

linear relationship we found earlier between the independent and the dependent variables. So

we can form the regression equation:

Overall service (true): constant+ coefficient*price + residual

Model1: Overall service (true): 0.844+ 0.671*price + 34.275

Model2: Overall service (true): 0.861+ 0.673*price -0.10*connectivity+ 34.270

So the above equations tell us that the null hypothesis is rejected as in Model 1 we see that

overall service is getting impacted for price. As price increases one time overall service is

increased by 0.671 times .Similarly in Model 2 we see that overall service is impacted both by

price and connectivity. As price and connectivity increases one time overall service increases

0.673 times because of price and gets reduced 0.10 times with the increase in the connectivity.

Excluded Variables

Model Beta In t Sig.

Partial

Correlation

Collinearity

Statistics

Tolerance

1 connectivity -.011a -.101 .920 -.012 .979

a. Predictors in the Model: (Constant), Price

b. Dependent Variable: overall service


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Excluded Variable: Here connectivity shows collinearity statistics with a 97% collinearity with

overall service.

16.T-TEST: - A t-Test is a procedure used for comparing sample means to see if there is

sufficient evidence to infer that the means of the corresponding population distribution

differs. As its already shown in Regression that connectivity have a significance level in

Dependent Variable i.e. Overall Service, thus connectivity have be used for further tests

and analysis..

Group Statistics

connectivity N Mean Std. Deviation Std. Error Mean

overall service Very bad 21 2.0952 .62488 .13636

Very good 27 2.2222 .75107 .14454

Independent Samples Test

Levines Test for

Equality of

Variances t-test for Equality of Means

95% Confidence

Interval of the

Difference

F Sig. t df

Sig. (2-

tailed)

Mean

Difference

Std. Error

Difference Lower Upper


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overall

serviceEqual

variances

assumed

.762 .387 -.624 46 .535 -.12698 .20338 -.53637 .28240

Equal

variances not

assumed

-.639 45.757 .526 -.12698 .19871 -.52703 .27306

ANALYSIS: - The above table shows the mean, STDDeviation and Std error of the two

parameters- Overall Service (Dependent Variable) and Connectivity (Independent Variable).

Standard Error is defined as the standard deviation divided by the square root of N=21. This is a

measure of stability or sampling error of the sample mean.

It is clearly observed in the first table that significance between the overall service andconnectivity falls under Very Good category due to high mean= 2.222 and Std Deviation

=0.75107.

With the help of Independent Sample test, it is cleared that f value= 0.762 is used to determine

if the variance of the two distribution differ significantly from each other. Since the Sig= 0.387,

it indicated that the two variance do not differ significantly or connectivity have very little

significance to Overall services. This means there must be other factors that have strong

significance to overall service.

The t-value is calculated as the difference between the means divided by the standard error.

17.CHI-SQUARE TEST: - Chi-Square compares expected frequencies with observed

frequencies. Expected frequencies are those that would occur most often if the null

hypothesis were true. We estimate the expected frequencies from our sample using the

Column and Row totals (otherwise known as marginal totals).SPSS do all the

calculating.

overall service

Observed N Expected N Residual

excellent 10 15.0 -5.0

good 44 15.0 29.0


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average 17 15.0 2.0

bad 3 15.0 -12.0

very bad 1 15.0 -14.0

Total 75

Test Statistics

overall service

Chi-Square 80.667a

df 4

Asymp. Sig. .000

a. 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 15.0.

ANALYSIS: - In the first table we have the cross tabulation which shows the relationship between

the independent and dependent variable.

In the second table which is the main Chi Square we get all the value. First is the alternative

statistics Continuity Correction is supposed to provide improved results for small samples but

it is rarely used. The Likelihood ratio is used for data that are log linear in nature. Fishers

Exact Text is often used as an alternative to the Pearson X2when one or more cells contain

less than 5 observations. Pearson Chi-Square results when one ormore cells contain less than

5 observations cannot be trusted, hence the warning below the table. The

Linear-by-Linear Association statistic is used when the variables are ordinal, but many simply

use the Pearson for those as well. Column 2 shows the Chi Square values for each alternative

test. The main one of interest is the Pearson Chi-Square value of 4.246. This number cannot be

interpreted by itself; we need to know thep valueassociated withit.

Column 2 shows the Degree of freedom which is a value used by SPSS to determine how the

chi-square statistic is distributed. Degrees of freedom are calculated (manually and by SPSS)


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as: df = (R-1) x (C-1) where R = number of rows (subcategories of the independent variable),

and C = number of columns (subcategories of the dependent variable). The more degrees of

freedom (tables with more cells), the larger the Chi Square values that are needed to achieve

statistical significance.

Column 3 shows thep value, here labelled as Asymptotic Sig. Asymptotic is a mathematical

term meaning a distribution in which a variable approaches infinity. Both tails of a normal curve

do not end, and so here SPSS uses the term to describe a two-tailed statistic. The term itself is

not important.

In this case, thep value is .834, definitely of high significance. The NullHypothesisis rejected.

As we see that the p value is much less than the chi Square value So Null Hypothesis is rejected

which means connectivity has impact on overall service.

18.NON PARAMETRIC TEST- MANN WHITNEY TEST: - The one of the important non-

parametric test is MANN WHITNEY TEST.

Ranks

connectivity N

Mean

Rank Sum of Ranks

Overall

service

Very bad 21 23.69 497.50

Very good 27 25.13 678.50

Total 48

Test Statistics

Overall service

Mann-Whitney U 266.500

Wilcoxon W 497.500


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Z -.409

Asymp. Sig. (2-tailed) .682

a. Grouping Variable: connectivity

ANALYSIS: - The mean rank for very good connectivity is higher (25.13) than very bad

connectivity (23.69).The U statistic is the number of times the lower ranked group precedes

the higher rank group i.e. by 266.500 times.

The Z is the standardized score associated with the significance value = 0.682.Since sig value is

higher than the Z value very good connectivity is not significantly higher than very bad

connectivity.

THE KOLMOGOROV SMIRNOV ONE SAMPLE TEST:-This test is designed to measure whether a

particular distribution differs significantly from a normal distribution.

Frequencies

connectivity N

Overall service Very bad 21

Very good 27

Total 48

Test Statistics

Overall serviced

Most Extreme Differences Absolute .074


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Positive .000

Negative -.074

Kolmogorov-Smirnov Z .255

Asymp. Sig. (2-tailed) 1.000

19.Grouping Variable: connectivity

ANALYSIS: - The most extreme differences identify the greatest positive difference and negativedifference between the sample and the hypothesis difference is the Z scores = 0.255. The

Kolmogorov Smirnov Z indicates a probability of 1.Thus connectivity does not have significance

to overall service as there can be other factors. Thus null hypothesis is rejected.

20.ONE-WAY ANNOVA:- Below is the one way an nova of overall service and connectivity

ANOVA

Overall service

Sum of

Squares df Mean Square F Sig.

Between Groups .481 2 .240 .392 .677

Within Groups 44.106 72 .613

Total 44.587 74

Belowis the One-Way ANNOVA of overallservice and Price


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ANOVA

Overall service

Sum of

Squares df

Mean

Square F Sig.

Between

Groups

10.664 3 3.555 7.440 .000

Within Groups 33.922 71 .478

Total 44.587 74

ANALYSIS: - This above two tables clearly shows that price have no significance whereas

connectivity have 0.677 significance.

This was all about the different test andits outcome.

CONCLUSION

After performing the various test in SPSS its clear that price have no much significance to

overall service which is actually the dependent variable. Only connectivity has significance.

Thus, your null hypothesis is rejected i.e. there is no or very less customer satisfaction level for

Videcon Prepaid Gsm Service users


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Chapter 3

LIMITATIONS

Every project has some limitations even we came across some limitations while working on the

project which made the analysis a little inappropriate at times. Some of the basic limitations

faced during the research are listed below:

y The research is based on Chandigarh Market , it might be possible that tastes and

preferences of customers in this market might differ from the customers in the entire

Punjab circle.

y There can be a bias in the customers, though the survey was from the customers using

Videocon GSM services however it is possible that the same customer might be using

services from other company as well , Thus biasness may arise.

Despite the above two limitations of the project, I have learned lot of things that helped

me to gain knowledge and complete my project successfully.


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RECOMMENDATION

As far as recommendation is concerned, my recommendation would be to grow in a particular

area an organization depends on advertisements and Videcon doesn't spend much on

Advertisements when compared to other competetors in the market

Other thing is Ease of access even in the remote areas near to cities Videocon GSM services are

not available , Thus this availability issue throughout PAN PUNJAB has hampered their growth in

this market, and same is the issue with the recharge coupons and other packs of Videocon GSM

services


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LEARNINGS

The leanings that I got from this project work are as follows:-

Learned different terminologies which I was not aware of like Average Revenue per unit (ARPU),

Free of Cost(FOC) , and many more that are used within telecom sector.

Learned the importance of Back end staff who guides at every moment.

Interacted with different employee of different department of the organization which helped

me to make a good rapo with them and increased my networking.

Other than company employees an interaction with customers and different cliets which gives a

touch to the corporate world out side the organization as well

Most important learned about Time Management.


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REFERENCES

http://www.videoconworld.com/global/social-commitment/philosophy/index.php-

http://www.videocon.com/

http://www.videocon.com/wps/wcm/connect/Videocon.com/Videocon/Home/Haryana/PG_Offer

s_Haryana?cid=4


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Questionnaire

RESEARCH ON: Consumer satisfaction toward pre-paid service.

Q1. Have you used Videocon prepaid Mobile connection/service in last one year?

Yes No

Q2. How do you rank the call rate?

- Best - Good

- Poor - Worst

Q3. Is the recharge facility available to you when looking for it?

- Yes - Sometimes

- No

Q4. How many times in a week do you face connection failure problem?

- Never - Once-twice a week.

- 3-4 times a week - More than 4 times.

Q5. Do you face problem while using national roaming facility?

- Yes - Somewhat

- No

Q6. How often do you get the new schemes/ promotions from Videocon?

- Never - Once-twice a week

- 3-4 times a week - More than 4 times

Q7. how often do you get pesky calls?


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Q8. How many times in a week do you have complaints regarding your

connection/service?



Q9. How much time does it take to get your call connected to customer care

executive?

- No time at all - Less than 5 minutes

- Like forever

Q10. Will you change the service provider using MOBILE NUMBER PORTABILITY?

Yes No

Personal details:

Name:

Age:

Gender: Male Female


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SIP Final Touch

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