Project ReportOn

“CUSTOMER SATISFACTION LEVEL AT VODAFONE SERVICE CENTER”

Under the Guidance of:

Industry Guide College GuideMr.S.S.Chaurasiya Dr. S.P KalyankarArea sales Manager Faculty GuideVodafone Essar

Submitted By:Rahul Saini

MBA

Institute of Business Management & Research

In Partial fulfillment of the requirement

For the award of the degree of MBA

ACKNOWLEDGEMENT

“Excellence takes birth in people,

People unified by the same dream,

The dream of EXCELLENCE.”

It’s all about working together shoulder to shoulder

It’s all about joining hands and meeting challenges

Its all about empowerment and skill up gradation.

When I actively move on this project, I received a great deal of motivation and

support that was never perceived. I wish to express a deep sense of gratitude to for his

invaluable guidance, suggestions and co-operation which enhanced our moral in

making this report.

I am extremely grateful to Dr. S.P Kalyankar (Faculty Guide ) whose

insight encouraged me to go beyond the scope of the project and this broadened my

learning of this project.

I wish to express my sincere thanks to all people to whom I approached with my

queries. Despite of their busy schedules they patiently answered and had given

invaluable information and comments without their responses this report may not

have been possible.

Gratitude cannot be seen only felt therefore the feeling cannot be always described

easily.

(RAHUL SAINI)

EXECUTIVE SUMMARY

Theory and practice are the two eyes of the management education. Management

education without practical training at an organization remains incomplete. The

research prescribed by the INSTITUTE OF BUSINESS MANAGEMENT &

RESEARCH student have various objectives like helping the student to acquire

knowledge, give an opportunity to know the difference between theory and

practice, enable the student to interact with experienced and knowledgeable

persons of business world .

As a student of Master of Business Administration, I got an opportunity to undergo

on a training. The research title is “CUSTOMER SATISFACTION LEVEL AT

VODAFONE SERVICE CENTER”

I successfully completed my research report within the specified time. It was really a

thrilling experience for me with senior officials . It was an experience of enjoyment

through hard work and dedication.

Through this finding of this report, I hope that the Vodafone Industry in India as well

as outside the country will benefit.

CONTENTS PAGE NO.

CHAPTER-1 INTRODUCTION INTRODUCTION TO TELECOM INDUSTRY HISTORY

1-103-8

9-10

CHAPTER-2 COMPANY PROFILE INTRODUCTION CHAIRMAN&MEMBERS VODAFONE TAX CASE BUISNESS PRINCIPLES SUBSCRIBER BASE HIGHLIGHTS AWARDS& RECOGNITION MARKET RESEARCH

11-5012

13-1517-18

1920-3536-3738-4048-50

CHAPTER-3 CRM 51-53

CHAPTER-4 RESEARCH METHODLOGY 54-61

CHAPTER-5 ANALYSIS OF DATA 62-77

CHAPTER-6 FINDINGS 78-79

CHAPTER-7 RECOMMENDATIONS 80-81

CHAPTER-8 CONCLUSION 82-83

CHAPTER-9 BIBLIOGRAPHY 84-85

CHAPTER-10 APPENDIX 86-96