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25310916 project-on-customer-satisfaction-towards-mobile-service-providers
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25310916 project-on-customer-satisfaction-towards-mobile-service-providers

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1& 1& 1 ro'ect (eport )n*ustomer Satisfaction on Mo!ile Ser+ice ro+ider ,et-orks .n.nternational Market (esearch /ureau 0.M(/ Hydera!ad /y *H& 23(TH.2 0%8M%%0Marketing5"inanceSu!mitted in artial "ulllment of the (e7uirements for the 3-ard of
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the ost raduation Diploma in /usiness Management DH(9:3 *)LLEE )"M3,3EME,T MED*H3L H;DE(3/3D&

$& $& $ *E(T.".*3TEThis is to certify that the thesis entitled ".,3,*E in Dhru+a *ollege of Management is a!onaed -orkcarried out !y him under the guidance and super+ision of the undersigned&The results

em!odied in this dissertation ha+e not !een su!mitted to any other uni+ersityorinstitution for the a-ard of any degree or diploma&Date?lace? Super+isor@s Signatureand designation DE*L3(3T.),

A& A& A. here!y declare that the dissertation entitled


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.ndustry&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&1$ The lo!al *ellularMo!ile .ndustry&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&1A(ESE3(*H)/KE*T.:ES&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&16 (ESE3(*HL.M.T3T.),&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&1M3., TEJT L.TE(3T9(E

(E:.E&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&18(ESE3(*HMETH)D)L);&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&$A S)9(*ES )"D3T3&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&$A S3ML.,DES.,&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&$A *)LLE*T.),METH)D&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&$4 (ESE3(*HDE".,.T.),&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&$4D3T33,3L;S.S&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&$I D3T3 3,3L;S.S 3,D.,TE((ET3T.),&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&$I*),*L9S.),&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&A/./L.)(3H;&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&4% .ntroductionTheoretical /ackground of theTopic*ustomer Satisfaction1&1&1 3ccording to hilip 2otler#


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acti+ities& Through ad+ertising# it is also related to many of the creati+e arts& "or amarketing plan to !e successful# the miB of the four s1 i&e& product# price# place#promotion must reOect the -ants and desires of the consumers in the target market&Trying to con+ince a market segment to !uy something they dont -ant is eBtremelyeBpensi+e and seldom successful& Marketers depend on marketing research# !oth formaland informal# to determine -hat consumers -ant and -hat they are -illing to pay for&Marketers hope that this process -ill gi+e them a sustaina!le competiti+e ad+antage&

Marketing management is the practical application of this process& The oer is also animportant addition to the 4s theory&Skills of Marketers Marketers ha+e 4 main skill setsthat they !ring to an enterprise? 1 )pportunity .dentication? Marketing !egins !eforethere is a product to sell& Many people think marketing is 'ust selling -hate+er comes outof the manufacturing plant& .ts the 'o! of marketing to decide H3T comes out of themanufacturing plant in the rst place& /efore a !usiness can make money there must !eopportunities for money to !e made and its marketings 'o! to dene -hat thoseopportunities are& Marketers analyNe markets# market gaps# trends# products# competition#and distri!ution channels to come up -ith opportunities to make money&1

& & $ *ompetiti+e strategy5positioning? Markets consist of groups of competitorscompeting for a customers !usiness& The 'o! of marketing is to decide ho- to create adefensi!le sustaina!le competiti+e ad+antage against competitors& Marketers concei+estrategies# tactics# and !usiness models to make it hard if not impossi!le for competitionto take a-ay customers from their !usiness&A Demand generation5management .ts the'o! of marketing to create and sustain demand for a companys products& Marketersmanage demand for a companys products !y inOuencing the pro!a!ility and fre7uency oftheir customers purchase !eha+ior&4 Sales? The ultimate goal of marketing is to makemoney for a !usiness& .n most company@s sales is a dierent discipline and departmentfrom marketing& /ut in order for salespeople to ha+e any long term success in a companythey must !e led !y marketing& The !etter 'o! a company does of identifyingopportunities# creating a dierential sustaina!le competiti+e ad+antage# and generatingdemand for their products the easier it -ill !e for salespeople to make sales&Method toMeasure *ustomer Satisfaction*ompanies use the follo-ing methods to measurecustomer satisfaction& 1 *omplaints and suggestion system? companies o!tainingcomplaints through their customer ser+ice centres# and further suggestions -ere gi+en !ycustomers to satisfy their desires& $ *ustomer satisfaction sur+eys (esponsi+ecompanies o!tain a direct measure of customer satisfaction !y periodic sur+eys& They

send 7uestionnaires to random sample of their customers to nd out ho- they feel a!out+arious aspects of the company@s performance and also solicit +ie-s on their competitor@sperformance& .t is useful to measure the customer@s -illingness to recommend thecompany and !rand to other persons&

1%& 1%& 1%A Lost *ustomer 3nalysis& *ompanies should contact customers -ho ha+e stopped!uying or -ho ha+e s-itched to another supplier to learn -hy this happened& 4 *onsumer /eha+ior :s *onsumption /eha+ior *onsumer !eha+ior refers to the manner in-hich an indi+idual reaches decision related to the selection# purchases and use of goodsand ser+ices& alters and aul says that# consumer !eha+ior is the process -here !y theindi+iduals decides -hat# -hen# ho- and from -hom to purchase goods > ser+ices&*onsumer !eha+ior relates to an indi+idual person 0Micro !eha+ior -here asconsumption !eha+ior relates to and to the mass or aggregate of indi+iduals 0Macro!eha+ior consumers !eha+ior as a study focuses on the decision process of the indi+idualconsumer or consuming unit such as the family& .n contrast the consumption !eha+ior as

a study is to do -ith the eBplanation of the !eha+ior of the aggregate of consumers or theconsuming unit& *onsumer is a pi+ot# around -hich the entire system of marketingre+ol+es& The study of !uyer !eha+ior is one of the most important keys to successfulmark.ntroduction to Telecom .ndustryThe .ndian Telecommunications net-ork -ith 11%&%1million connections is the fth largestin the -orld and the second largest among theemerging economies of 3sia& Today# it is thefastest gro-ing market in the -orld andrepresents uni7ue opportunities for 9&S& companiesin the stagnant glo!al scenario& Thetotal su!scri!er !ase# -hich has gro-n !y 4%P in $%%I#is eBpected to reach $I% million in$%%& 3ccording to /road!and olicy $%%4# o+ernmentof .ndia aims at million!road!and connections and 18 million internet connections !y$%%& The -ireless
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su!scri!er !ase has 'umped from AA&6 million in $%%4 to 6$&I millionin ";$%%4F $%%I&.n the last A years# t-o out of e+ery three ne- telephone su!scri!ers -ere-irelesssu!scri!ers& *onse7uently# -ireless no- accounts for I4&6P of the totaltelephonesu!scri!er !ase# as compared to only 4%P in $%%A& ireless su!scri!er gro-this eBpected to!ypass $&I million ne- su!scri!ers per month !y $%%& The -irelesstechnologies currentlyin use are lo!al System for Mo!ile *ommunications 0SM and*ode Di+ision Multiple3ccess 0*DM3& There are primarily SM and I *DM3 operators

pro+iding mo!ileser+ices in 1 telecom circles and 4 metro cities# co+ering $%%% to-nsacross the country&E+olution of the industryF.mportant Milestones;ear

11& 11& 1118I1 "irst operational land lines -ere laid !y the go+ernment near *alcutta 0seat of/ritish po-er1881 Telephone ser+ice introduced in .ndia188A Merger -ith the postalsystem1$A "ormation of .ndian (adio Telegraph *ompany 0.(T1A$ Merger of ET* and.(T into the .ndian (adio and *a!le *ommunication *ompany 0.(**14 ,ationaliNationof all foreign telecommunication companies to form the osts# Telephone and Telegraph0TT# a monopoly run !y the go+ernments Ministry of *ommunications18I Departmentof Telecommunications 0D)T esta!lished# an eBclusi+e pro+ider of domestic and longFdistance ser+ice that -ould !e its o-n regulator 0separate from the postal system186*on+ersion of D)T into t-o -holly go+ernmentFo-ned companies? the :idesh Sanchar,igam Limited 0:S,L for international telecommunications

1$& 1$& 1$ and Mahanagar Telephone ,igam Limited 0MT,L for ser+ice in metropolitan areas&1 Telecom (egulatory 3uthority of .ndia created& 1 *ellular Ser+ices are launchedin .ndia& ,e- ,ational Telecom olicy is adopted& $%%% DoT !ecomes a corporation# /S,L3large population# lo- telephony penetration le+els# and a rise in consumers incomeandspending o-ing to strong economic gro-th ha+e helped make .ndia the fastestFgro-ingtelecom market in the -orld& The rst and largest operator is the stateFo-nedincum!ent/S,L# -hich is also the th largest telecom company in the -orld in terms of itsnum!er ofsu!scri!ers& /S,L -as created !y corporatiNation& -hile DTS 0DepartmentofTelecommunication Ser+ices# a go+ernment unit responsi!le for pro+ision oftelephonyser+ices& Su!se7uently# after the telecommunication policies -ere re+ised toallo- pri+ateoperators# companies such as /harti Telecom# T3T3 .ndicom# :odafone#MT,L# .dea#:odafone and /L ha+e entered the space& Ma'or operators in .ndia& Ho-e+er#rural .ndiastill lacks strong infrastructure&The total num!er of telephones in the countrycrossed the A%% million mark on Kune 18$%%8The o+erall teleFdensity has increased toA6&8P in March $%% &.n the -irelesssegment# 1I&8 million su!scri!ers ha+e !een

added in March $%%& The total -irelesssu!scri!ers 0SM# *DM3 > LL 0" !ase is morethan A1&6 million no-& The -ire linesegment su!scri!er !ase stood at A8&$$ million -itha decline of %&1A million in )cto!er$%%8&Market Share of u!lic and ri+ate .ndustryTheBed line and mo!ile segments ser+e the !asic needs of local calls# long distance callsandthe international calls# -ith the pro+ision of !road!and ser+ices in the Bed line segment

1A& 1A& 1Aand (S in the mo!ile arena& Traditional telephones ha+e !een replaced !y thecodeless andthe -ireless instruments& Mo!ile phone pro+iders ha+e also come up -ith(SFena!ledmultimedia messaging# .nternet surng# and mo!ileFcommerce&The muchFa-aited A mo!iletechnology is soon going to enter the .ndian telecom market& The SM#*DM3# LLser+ice pro+iders are all upgrading them to pro+ide A mo!ile ser+ices& 3long-ithimpro+ement in telecom ser+ices# there is also an impro+ement in manufacturing& .nthe!eginning# there -ere only the Siemens handsets in .ndia !ut no- a -hole series ofne-handsets# such as ,okias latest ,Fseries# Sony Ericssons Fseries# Motorolas D3phones#etc& ha+e come up&Touch screen and ad+anced technological handsets are gaining

popularity& (adio ser+icesha+e also !een incorporated in the mo!ile handsets# along -ithother applications like highstorage memory# multimedia applications# multimedia games#MA layers# +ideo generators#*ameras# etc& The +alue added ser+ices pro+ided !y themo!ile ser+ice operators contri!utemore than 1%P of the total re+enue&The lo!al*ellular Mo!ile .ndustrylo!al telecom sectorEarnings +isi!ilityEarnings gro-th is !eingdri+en !y impro+ing pricing conditions# sta!iliNing operatingtrends# aggressi+e costcutting initiati+es# a positi+e regulatory en+ironment# strong -irelessgro-th# and ne-market opportunities& This has translated into greater +isi!ility of for-ardearnings ase+idenced !y recent increased analyst upgrades -ithin the sector&Merger synergiesi+enthe su!stantial amount of eBcess capital a+aila!le in the sector and in pri+ate e7uity
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-eeBpect to see additional merger and ac7uisition acti+ity# al!eit at a slo-er pace thanrecently-itnessed& lo!al telecom M>3 deals o+er the past t-o years ha+e reOectedmarketeBpansion !ut ha+e also had a positi+e eect on the !uyers@ !alance sheets&artneringcompanies ha+e !egun realiNing their synergies through cost reductions andeconomies ofscale& .n the 9S# the largest three companies no- account for o+er %P ofthe sector marketcapQ this compares to A4P in 1%& Trends in !undled ser+ices are alsopa+ing the -ay foradditional M>3 acti+ity& Sector consolidation -ill further increase the

importance of stockselection&ro-th14& 14& 14hile costFcutting has !een a ma'or source of earnings gro-th# -e ha+e seen topF

linepressures decreasing -hich -ill help re+enues !ecome a larger dri+er of earningsgro-thagain& e see gro-th -ithin the sector coming from a num!er of areas including?!road!and#A 0third generation technology# eBpansion in emerging markets& /road!andpenetration has!een accelerating as internet customers are seeking faster do-nloads foraudio and +ideoles& A ser+ices# -hich facilitate the simultaneous transfer of !oth +oiceand nonF+oice 0i&e&+ideo# do-nloads# SMS# etc& data are pro+iding mo!ile users -ith amuch more ro!ustcommunication platform and should nally !egin to realiNe their gro-thpotential in $%%&Emerging market companies !enet from lo- penetration rates and alsotend to ha+e lo-erle+erage# higher margins and higher gro-th than most de+elopedmarkets telecomcompanies&lo!al opportunities.t has !ecome less dicult to ndattracti+e telecom in+estment opportunities glo!ally than it-as a year ago& 3s the fog haslifted from the sector# there are increased opportunities -ithin!oth the gro-th and +aluespaces&Denition of *ellular5Mo!ile phoneThe *ellular telephone 0commonly mo!ilephone or cell phone or hand phone is alongFrange# porta!le electronic de+ice usedfor mo!ile communication& .n addition to thestandard +oice function of a telephone#Thelo!al *ellular Mo!ile .ndustry?The glo!al mo!ile phone industry is !ased on manydierent manufacturers and operators&The industry is !ased on ad+anced technology andmany of the manufacturers are operatingin dierent industries# -here they use theirtechnological skills# distri!ution net-ork# marketkno-ledge and !rand name& "our largemanufacturers of mo!ile phones are today dominatingthe glo!al mo!ile phone industry>net-orksQ ,okia# Sony Ericson# Samsung and Motorola &3irtel# /snl # tataindicom#:odafone# reliance# others& .n addition to these companies thereare many manufacturersthat operate glo!ally and locally&

1I& 1I& 1ITelecom .ndustry in .ndia R The telecom industry is one of the fastest gro-ingindustries in .ndia& .ndia has nearly$%% million telephone lines making it the third largest

net-ork in the -orld after *hina and 9S3& R ith a gro-th rate of 4IP# .ndian telecomindustry has the highest gro-th rate in the8-orld& R Much of the gro-th in 3sia acicireless Telecommunication Market is spurred !y the gro-th in demand in countries like.ndia and *hina& R .ndias mo!ile phone su!scri!er !ase is gro-ing at a rate of 8$&$P& R*hina is the !iggest market in 3sia acic -ith a su!scri!er !ase of 48P of the totalsu!scri!ers in 3sia acic& R *ompared to that .ndia@s share in 3sia acic Mo!ile honemarket is 6&4P& R *onsidering the fact that .ndia and *hina ha+e almost compara!lepopulations# .ndia@ slo- mo!ile penetration oers huge scope for gro-th&History of .ndianTelecommunications.t -as Started in 18I1 #-hen the rst operational land lines -ere laid!y the go+ernment near*alcutta 0seat of /ritish po-er& Telephone ser+ices -ereintroduced in .ndia in 1881& .n188A telephone ser+ices -ere emerged -ith the postalsystem& .ndian (adio Telegraph*ompany 0.(T -as formed in 1$A& 3fter independence in14# all the foreigntelecommunication companies -ere nationaliNed to form the osts#Telephone and Telegraph0TT# a monopoly run !y the go+ernments Ministry & Telecom

sector -as considered as astrategic ser+ice and the go+ernment considered it !est to!ring under states control& The rst-ind of reforms in telecommunications sector !eganto Oo- in 18%s -hen the pri+ate sector-as allo-ed in telecommunications e7uipmentmanufacturing& .n 18I# Department ofTelecommunications 0D)T -as esta!lished& .t -asan eBclusi+e pro+ider of domestic andlong distance ser+ice that -ould !e its o-nregulator 0separate from the postal system& .n186# t-o -holly go+ernmentFo-nedcompanies -ere created? the :idesh Sanchar ,igamLimited 0:S,L for internationaltelecommunications and Mahanagar Telephone ,igamLimited 0MT,L for ser+ice inmetropolitan areas&.n 1%s# telecommunications sector !eneted from the generalopening up of the economy&3lso# eBamples of telecom re+olution in many other countries#


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-hich resulted in !etter7uality of ser+ice and lo-er taris# led .ndian policy makers toinitiate a change processnally resulting in opening up of telecom ser+ices sector for thepri+ate sector& ,ationalTelecom olicy0,T 14 -as the rst attempt to gi+e acomprehensi+e roadmap for the.ndian telecommunicationssector&.n 1# Telecom(egulatory 3uthority of .ndia 0T(3. -as created& T(3. -as formed toact as a regulator tofacilitate the gro-th of the telecom sector&& Telecommunication sector in.ndia can !edi+ided into t-o segments? "iBed Ser+ice ro+ider 0"Ss# and *ellularSer+ices& "iBed line

ser+ices consist of !asic ser+ices# national or domestic long distance andinternationallong distance ser+ices& The state operators 0/S,L and MT,L# account for

16& 16& 16almost % per cent of re+enues from !asic ser+ices& ri+ate sector ser+ices arepresentlya+aila!le in selecti+e ur!an areas# and collecti+ely account &lo!al System forMo!ile*ommunications 0SM and *ode Di+ision Multiple 3ccess 0*DM3& The SM sectorisdominated !y 3irtel# :odfoneFEssar# and .dea *ellular# -hile the *DM3 sectorisdominated !y (eliance and Tata .ndicom& )pening up of international and domesticlongdistance telephony ser+ices are the ma'or gro-th dri+ers for cellular industry& *ellularhetaris on airtime# -hich along -ith rental -as the main source of re+enue& Thereduction intaris for airtime# national long distance# international long distance# andhandset prices hasdri+en demand&*lassication of Telecommunication ser+ices1& /asicser+ices$& *ellular ser+icesA& .nternet Ser+ice ro+ider 0.S(esearch )!'ecti+esScope ofstudy? scope is limited to Hydera!ad and secundera!ad region only)!'ecti+es of thestudy? This pro'ect aims at studying the present market scenario&Thema'or players in themarket today are 3irtel# :odafone#/snl# Tata indicom #(eliance#.dea&3llThe companies-ant to capture the market study concerns -ith e+aluating fast de+elopingarea and so allthe ser+ice pro+iders -ere taken to measure the satisfaction of customerThe maino!'ecti+e of the study are?1& Ser+ice pro+iders in the market -hich are not reaching thecustomer&$& To study the customer satisifaction to-ards mo!ile ser+ice pro+iders&A& Tostudy and identify ho- the customers are !eneted&4& To e+aluate the ma'or ser+icepro+ider satisied the customer&I& To assess the needs# re7uirements and eBpectations ofthe customers in order toassess their current satisfaction le+els&6& To kno- the attitude#enthusiasm regarding the ser+ice pro+ided to customers&& To understand theperformance of dierent !rands in the market on +ariousparameters like product 7uality#performance of the customer relationship ocer0*()# ser+ice 7uality# range andselection of products a+aila!le&3!out the company.M(/ Esta!lished in 11 and -ith o+erthree decades of market research eBperience# .t is apioneer in .ndia in +arious research

areas& 3ssociated -ith a group of international marketcompanies &.nternational promiseshigh 7uality conceptualiNation# .SM(/ .nternational is the1& 1& 1only research company in .ndia today that oers the entire range of research !ased

ser+ices toits clients&consumer market research !oth 7uantitati+e and 7ualitati+e#industrial market research#!usiness to !usiness market research# social and rural marketresearch# media research# retailresearch# and consumer panels&This pro+ides specialistresearch ser+ices to its clients in .ndia and o+erseas on products andser+ices co+ering theentire !usiness and industry& .M(/ .nternational today# operates out ots +e full ser+iceoces in Mum!ai# Delhi# *alcutta# *hennai and /angalore and issupported !y1I otherregional centers for collection of sur+ey information that literallyspanthe entirecountry&3/3*9S ".ELD3!acus "ield handles the eld operations for all the !usinessdi+isions in .M(/& it has anet-ork of 1I regional oces spread across the country thatgi+es .M(/ the capa!ility torun pan .ndia research pro'ects smoothly >eecti+ely& .nresearch infrastructure inneigh!ouring countries& They -ork -ith associate companies in

Sri Lanka 0Lanka Market(esearch /ureau and in the Middle East03ra! Market (esearch/ureau# and throughaliates in 3ustralia# Singapore# Malaysia# Thailand# .ndonesia#hilippines# Egypt# Tunisia#,epal# akistan# /angladesh and Myanmar&A&$ D.:.S.),S.M(/has +e specialist units to ser+e the di+erse needs of their clients?Probe Qualitative Research(PQR)Social and Rural Research .nstitute 0S(.Media & Panel Research GroupCustomer SatisfactionManagement & Measurement (CSMM)Business & ndustrial Research !ivision (BR!)Research "imitation

"imitations of the Stud# $ Carr#ing the surve# %as a general learning eperience for us!ut -e also facedsome pro!lems# -hich are listed here? R The market of Telecommunication is too +ast andit is not possi!le to co+er each and e+ery dealer# manufacturer and seller in the a+aila!le


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short span of time& R enerally the respondents -ere !usy in their -ork and -ere notinterested in responding rightly&

18& 18& 18 R (espondents -ere reluctant to disco+er complete and correct information a!outthemsel+es and their organiNation& R Most respondents -ere not maintaining properkno-ledge of +arious ser+ices pro+ided !y their company# so they -ere una!le to pro+ideeBact information& R Most of the respondents don@t -ant to disclose the information a!outthe +arious other companies@ -hich they ha+e eBperienced !efore& R Some of the

respondents -ere using the ser+ice rst time of their company and they -ere not a!le toproperly dierentiate among their product& R Due to human !eha+ior information may !e!iased& Mainly in /S,L case&Main TeBt Literature (e+ie-& (e+ie- of Literature 1& (o!ins0$%%8 This paper is a!out marketing the neBt generation of mo!ile telephones& The studyis a!out third generation of cell phone technology# -hat is usually kno-n as


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telecom industry is the most acti+e and attracti+e& Though the telecom industry isgro-ing rapidly# .ndias telecom density is less than the -orlds a+erage telecom density asmost of .ndias market is yet to !e co+ered& This attracts pri+ate operators to enter intothe .ndian telecom industry# -hich makes the /harat Sanchar ,igam Limited 0/S,L morealert to run its !usiness and sur+i+e in the market&& Seth et al 0$%%8# in their study titled (ESE,T3T.), )" D3T3The data collected is then codedin the ta!les to make the things presenta!le and moreeecti+e& The results are sho-n !yta!les -hich -ill help me out in easy and eecti+epresentation and hence results are
http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-21-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-21-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-22-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-22-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-23-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-23-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-21-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-22-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-23-728.jpg?cb=1297674226


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!eing o!tained&T))LS 3,D TE*H,.9ES 9SED ")( 3,3L;S.S.n this study the techni7ueused for interpreting the results is *H. S93(E test& .t is used as!ecause sample siNe is1%%&Sampling Design(ESE3(*H DES.,The design for this study is EBploratory and(andom sampling

$4& $4& ndings !y repeating it& R Disco+ering ne- facts or +erify and test old facts& RDe+eloping ne- scientic tools# concepts and theories# this -ould facilitate to takedecision&"or the proper analysis of data simple statistical techni7ues such as percentage

-ere use& .thelps in making more generaliNation from the data a+aila!le& The data -hich-ill !e collectedfrom a sample of population -as assumed to !e representing entirepopulation -as interest&Demographic factors likeage# income and educational !ackground-as used for theclassication purpose& data collected R (educti+e# so it in+estigates asmall sample -hich can !e generaliNed to a larger R population R (eplica!le# so othersmay test the$4*ollection MethodD3T3 *)LLE*T.),The data is collected randomlyirrespecti+e of the category of the people in the form of7uestionnaire and the sample siNeis 1%% respondents& /ecause it is a pilot study and due totime constraint the sample siNeis small&(esearch DenitionThe -ord research is deri+ed from the Latin -ord meaning tokno-& .t is a systematic and areplica!le process# -hich identies and denes pro!lems#-ithin specied !oundaries& .temploys -ellFdesigned method to collect the data andanalyses the results& .t disseminates thendings to contri!ute to generaliNe a!lekno-ledge& The main characteristics of researchpresented !elo- are? R Systematic

pro!lem sol+ing -hich identies +aria!les and tests relationships !et-een them# R*ollecting# organiNing and e+aluating data& R Logical# so procedures can !e duplicated orunderstood !y others R Empirical# so decisions are !ased on

$I& $I& $IData 3nalysisData 3nalysis and .nterpretation*ustomer satisifaction? ap !5-*onsumer EBpectations and *ompanies erformanceof Telecommunication1? F hichmo!ile connection do you ha+eUarticular ,o& of respondents3.(TEL 4%:)D3"),E A$.DE316/S,L 1$

$6& $6& $6.nterpretation? F 3s the area of the study is in Hydera!ad and Secundera!ad# -herethemarket leader is 3irtel& That@s -hy ma'ority of the 7uestionnaire . got lled !y 3irtel&3!o+edata analysis sho-s that ma'ority of the market that is approBimately I%P isco+ered !y t-omarket leaders 3irtel and +odafone& Minor is !snl&$?F hat kind of ser+iceyou ha+eUarticular ,o& of respondentsreFaid 84ostFaid 16

$& $& $.nterpretation? F 3!o+e data sho-s that most of the respondents in the area ha+epreFpaidconnections& 3nd . got only 16P 7uestionnaire lled !y postFpaid users&A?F

)+erall# ho- -ould you rate your ser+ice pro+iderU /rands EBcellent ood 3+g oor Terri!l,ot e Sure 3irtel 18 1% % :odaphone I 1I $% % .dea 1 %6 %4 %I /snl % 1% %A %8$8& $8& $8.nterpretation?F "rom the graphic it depict that 3irtel is the most eBcellent and good

ser+icepro+ider as 1 out $% responded !elie+es that the ser+ice of the company iseBcellent& Then+odaphone has also good rate of eBcellence as 16 out of 18 respondentsrated :odaphone as agood ser+ice pro+ider& /ut the idea and /snl are not under goodratings& 8 respondents of/S,L and I of .dea ha+e rated their ser+ice pro+ider as oor&/S,L is found to !e -orstser+ice pro+ider from all a!o+e as 1$ respondents rate it as aa+erage ser+ice pro+ider and 8as a poor ser+ice pro+ider&4?F (ank the follo-ing factors-hich inOuenced you the most to !uy the ser+ice ofyour choiceU

$& $& $H1? Frice factor is not the most inOuencing factor for the purchase of Telecomser+ice&H%? F rice factor is the most inOuencing factor for the purchase of Telecomser+ice&/rands rice ,et-ork /rand :3S EBpected Ser+ice .mage +alues3irtel 16 4$I:odafone 4 A 6 $I.dea 6 A 1% $I/snl $$ 1% $I*hi s7uare +alue? 6&%AI Ta!le +alue?

I&1.nterpretation of *hi? F 3s the IP le+el of condence *hi s7uare +alue 6&%AI ismore thanthe ta!le +alue I&1# so the null hypothesis is re'ected# it means rice factor isthe mostinOuencing factor for the purchase of Telecom ser+ice&.nterpretation?F 3!o+e dataanalysis sho-s that 3irtel is !eing preferred !ecause of its !estnet-ork ser+ice and /randimage as -ell& here :odafone is preferred !ecause of its goodpricing strategy# net-orkser+ice# !rand image and the most :alue 3dded Ser+ices of thecompany& 3nd .dea ispreferred !ecause of all a!o+e factors& here /snl is preferred themost !ecause of its lo-price as compare to its competitors and !ecause of its +alue addedser+ices as -ell&IF(ank the follo-ing :3S -hich attracted you the most to !uy or retain themo!ileser+ice?articular 3irtel :odafone .dea /snl
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A%& A%& A%SMS ack % 4 16*oncession A 1I 6 11*all (ates.nternet 6 1 6 %Ser+ice"ull Talk I 4 Time.nterpretation? F 3!o+e data analysis sho-s that 3irtel is !eing preferred !ecauseof itsinternet ser+ice& 3nd +odaphone !ecause of its *oncession calls rates and full talktime :3S&here .dea the most !ecause of its *oncession *all (ates and SMS pack& /ut/S,L !ecauseof its SMS pack mainly and then concession rates also&6?F Ho- long ha+eyou used the ser+ice of that companyU

A1& A1& A1/rands V1 Month 1F6 Month 6 MG 1 ;ear W 1 ;ear W A ;ear3irtel $ 1A 6:odafone 1

A 11 1A.dea $ A A A/snl $ I A $.nterpretation?F 3!o+e ta!le analysis depicts that mostof the users are using their telecomser+ice from last one year& Some of the users are alsousing it from last A year# -herema'ority of the users are /S,L connection holders& Most ofthe users of the :odaphone areusing it from last 6 months& :ery fe- respondents are ane- users of their ser+ices that letour study not +ague&?F )+erall# ho- satised are you#-ith net-ork ser+ice of your companyU/rands :ery Satised ,eutral Dissatisfy :erySatised Dissatisfy

A$& A$& A$3irtel $A % % %:odafone A 18 1 % %.dea $ 1A $ % %/snl $ 14 8 6 %.nterpretation? F3!o+e ta!le data analysis sho-s that the satisfaction rate of net-orkser+ice is leaded !y3irtel as not a single user of ser+ice is neutral or dissatisfy& 3nd+odaphone net-orkser+ice satisfaction rate is also good& 3nd it can !e also found that /S,Lnet-ork ser+ice isnot good as compare to others competitors as 14 respondents are found to!e not satised-ith the company net-ork ser+ice&8?F Ho- -ould you rate the ser+ices +alue for moneyU

AA& AA& AA/rands EBcellent ood "air oor ,ot Sure3irtel $4 6:odafone 6 $% I.dea $ 1%/snlA 14 1.nterpretation? F 3!o+e data and chart analysis depicts that /S,L has the highestrating of:alue for 5money as AA persons out A4 has rated it as a eBcellent and goodser+ice pro+ider&Then .dea *ompany is follo-ing /snl as a !est ser+ice pro+ider for +aluefor money& )thert-o players 3irtel and :oda has similar performance approBimately& /othhas !een ratedgood and eBcellent# -here good has !een rated more as compare to otheroptions&?F hat kind of pro!lems occurs the most for -hich you need to contactcustomercare5ser+ice department of your ser+ice pro+iderUH%? F eople do not contactcustomer care mostly for acti+ation and deacti+ation of theser+ice

A4& A4& A4H1? F eople contact customer care mostly for acti+ation and deacti+ation of theser+ice/rands /illing 3cti+ation5 .nformatio ,et-ork EBpected (elated Deacti+ation n of:3S@s ro!lem +alues3irtel 1 8 1% $I:odafone 18 $I.dea 6 1$ I A $I/snl 6 11 1A $I*his7uare +alue? &AI1 Ta!le +alue? &81I.nterpretation of *hi?F 3s the IP le+el ofcondence *hi s7uare +alue &AI1 is more thanthe ta!le +alue &81I# so the null

hypothesis is re'ected# it means eople contact customercare mostly for acti+ation anddeacti+ation of the ser+ice&.nterpretation? F "rom the a!o+e data analysis it has !eenfound that most of the users oftelecommunication contact to their customers care foracti+ation and deacti+ation of +ariousser+ices& Then they also contact for informationa!out +arious +alue added ser+ices pro+ider!y companies like +alidity# call rates# smspack# caller tones etc& ,et-ork ser+ice has !eenfound a pro!lem of mainly /S,L usersand to some eBtent of .dea users as -ell&1%?F .n thinking a!out your most recenteBperience -ith that company# ho- muchsatised are you -ith the customer careser+iceUH%? F 3irtel is not the !est ser+ice pro+ider of customer care ser+ice&H1? F 3irtel isthe !est ser+ice pro+ider of customer care ser+ice&/rands :ery Satised ,eutral Dissatisfy:ery

AI& AI& AI Satised Dissatisfy3irtel 14 6:odaphone A 1$ A.dea 1 11 6 A /snl $ A $$*his7uare +alue? 11&14A Ta!le +alue? &488.nterpretation of *hi?F 3s the IP le+el ofcondence *hi s7uare +alue 11&14A is morethan the ta!le +alue &488# so the null

hypothesis is re'ected# it means 3irtel is the !est ser+icepro+ider of customer care ser+icein the industry&&.nterpretation?F "rom the a!o+e data interpretation -e can conclude that3irtel is the !estser+ice pro+ider of customer care ser+ice& 3s it has !een also found insome of the article that3irtel is eBpending more on its customer care ser+ice as compareto other competitors in themarket& The :odaphone ser+ice is also satisfactory as most ofthe users has rated it assatised ser+ice pro+ider& /ut /snl is to !e found as a notsatisfactory ser+ice pro+ider& Mostof the users said that they ha+e not talk to theircustomer care ser+ice pro+ider e+en for asingle time&11?F Ho- satised are you -ith theprocess of getting your 7ueries resol+edU/rands :ery Satised ,eutral Dissatisfy :erySatised Dissatisfy3irtel 1$ 1:odafone $ 1$ A.dea 1 1 8 6 $/snl A A 1
http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-30-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-30-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-31-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-31-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-32-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-32-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-33-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-33-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-34-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-34-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-35-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-35-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-30-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-31-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-32-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-33-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-34-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-35-728.jpg?cb=1297674226


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A6& A6& A6.nterpretation? F "rom a!o+e data analysis -e can say that most of the users# -hoaresatised -ith their customer care ser+ice# are also satised -ith the process of gettingtheir7ueries resol+ed& 3irtel again has !een rated as the !est ser+ice pro+ider for getting7ueriesresol+ed& (esults are similar approBimately -ith the 1%F7uestion analysis&1$?FThe customer ser+ice representati+e -as +ery courteous&/rands Strongly Some-hat,eutral Some-hat Strongly Disagree Disagree 3gree 3gree3irtel 1A:odaphone 8 14.dea$ 1$ 1%/snl $% 1$ $

A& A& A.nterpretation? F 3!o+e data analysis sho-s that most of the users of all companiesfoundtheir customer ser+ice pro+ider courteous& /ut the result of /S,L is not good as theusers saythat they ha+e not talk to their customer care ser+ice pro+ider e+en for a singletime& Some ofthem ha+e talk !ut after a lot of -aiting time& So they are found notsatised and rated this7uestion also as dissatised& So after studying their +ie-s -ith apersonal discussion -e cannot say that the customer care representati+es of /S,L are notcourteous&1A?F The customer ser+ice representati+e -as +ery kno-ledgea!le&/randsStrongly Some-hat ,eutral Some-hat Strongly Disagree Disagree 3gree 3gree3irtel A$$:odaphone 1 1.dea 8 I 1%/snl $% 1$ $

A8& A8& A8.nterpretation? F 3!o+e data analysis sho-s that most of the users of all companiesfoundtheir customer ser+ice pro+ider kno-ledgea!le& /ut the result of /S,L is again notgood asthe users say that they ha+e not talk to their customer care ser+ice pro+ider e+enfor a singletime& Some of them ha+e talk !ut after a lot of -aiting time& So they are foundnot satisedand rated this 7uestion also as dissatised& So after studying their +ie-s -itha personaldiscussion -e can not say that the customer care representati+es of /S,L arenotkno-ledgea!le& /ut one more nding is there in that 7uestion that .dea is not perfectin hiring!est personnel for customer care representati+es as 8 users are neutral for this7uestion reply&14?F The -aiting time for ha+ing my 7uestions addressed -assatisfactory&/rands Strongly Some-hat ,eutral Some-hat Strongly Disagree Disagree3gree 3gree3irtel $ $A:odafone A 1I.dea 8 I 1%/snl $% 1$ $

A& A& A.nterpretation? F 3!o+e data analysis sho-s that most of the users of all companiesarefound satisfactory -ith the -aiting time their 7ueries resol+ed& /ut the result of /S,Lisagain not good as the users say that they ha+e not talk to their customer care ser+icepro+idere+en for a single time& Some of them ha+e talk !ut after a lot of -aiting time& Sothey arefound not satised and rated this 7uestion also as dissatised and neutral& Soafter studyingtheir +ie-s -ith a personal discussion -e can not say that the customercare representati+esof /S,L are not a!le to sol+e their customer 7ueries in a satisfactory

time&*onclusion*),*L9S.), R 3s per my !elief -e ha+e seen that the choice of mo!ilehandset and ser+ices can not !e separated came out true !ecause -hen -e tried to ndout the customer decision &-e successfully classied customers in to eight group each-ith some special re7uirement ser+ice -ise and handset@s attri!ute -ise& *ompetition intelecom industry is heating up its time for .ndian telecom players also to align up in thene- dynamic !usiness en+ironment& R Telcom ma'ors should think to launch the productaccording to the needs of customers to satisfy them and make them !rand loyal as +erysoon this !lue ocean of .ndian telecom scenario -ill con+ert into red ocean -here the lossof is the gain of other &They should also think for searching ne- space or -e can sayeither creating a ne- !lue space to sustain their gro-th in long run& R There is more roomfor data analysis !ut the rest of the part is !eyond the scope of this pro'ect report3ccording to the results# the most important determinant for consumers are price andsacrice perception 0monetary and nonFmonetary sacrice# -hich in perception& Theseare periodical Bed cost# minute or trac charge and opening cost -hen purchasing

mo!ile phone& The results indicate that the minute charge is the most4%& 4%& 4% inOuential factor -hen a customer assesses to purchase& The second mostimportant factor is the periodical Bed cost and another factor is the opening cost& Theseindicate# not surprisingly# that communication rms need to deeply consider& 3lso# thisindicates that a lot of eort must !e put in the pricing strategy& R uality of ser+ice andthe a!ility to attract and retain customers dictate the success or failure of neBtFgenerationcommunications ser+ice pro+iders& .n today@s competiti+e en+ironment# customers are7uick to a!andon ser+ices that do not meet eBpectations& The ease -ith -hich customerscan s-itch from their current ser+ice to another# demands that pro+iders deli+er thehighest possi!le le+els of ser+ice 7uality and performance& To !e successful#
http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-36-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-36-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-37-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-37-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-38-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-38-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-39-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-39-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-40-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-40-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-36-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-37-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-38-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-39-728.jpg?cb=1297674226http://image.slidesharecdn.com/25310916-project-on-customer-satisfaction-towards-mobile-service-providers-110214090336-phpapp01/95/25310916-projectoncustomersatisfactiontowardsmobileserviceproviders-40-728.jpg?cb=1297674226


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communications ser+ice pro+iders must deli+er positi+e customer eBperiences -ith rich#+alueFadded ser+ices supported !y comprehensi+e ser+ice 7uality management& To thiseectFMo!ile ser+ices has eBperienced the negati+e attri!utes of not !eing customerfocused and realiNes that 7uality is an attri!ute that creates customer satisfactionprota!ly& Therefore 7uality must !e fused -ith all resources channeled to-ards theircustomers/i!liography(E"E(3,*ES 1& Kallet# "rederic# hd3ctionXlnkhtml>content.dX14$IAI>historyXtrueV Y:ie-ed$5A5%Z A& (o!ins# "read# hd3ctionXlnkhtml>content.dX881I88>historyXtrueV Y:ie-ed4545%Z& Seth et# Etal#


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44& 44& 44?F )+erall# ho- satised are you# -ith net-ork ser+ice of your companyUa :erysatised! Satisedc ,eutrald Dissatisede :ery dissatised8?F Ho- -ould you ratethe ser+ices +alue for moneyUa EBcellent ! ood c "air d oor d ,ot sure?F hatkind of pro!lems occurs the most for -hich you need to contact customercare5ser+icedepartment of your ser+ice pro+iderU (ank them&a /illing related!3cti+ation5deacti+ation relatedc .nformation a!out :3S@sd ,et-ork pro!lem1%?F .nthinking a!out your most recent eBperience -ith that company# ho- much satisedare

you -ith the customer care ser+iceUa :ery satised! Satisedc ,eutral4I& 4I& 4Id Dissatisede :ery dissatisedf ,5311?F Ho- satised are you -ith the process

of getting your 7ueries resol+edUa :ery satised! Satisedc ,eutrald Dissatisede:ery dissatised1$?F The customer ser+ice representati+e -as +ery courteous&aStrongly Disagree! Some-hat Disagreec ,eutrald Some-hat 3greee Strongly3gree1A?F The customer ser+ice representati+e -as +ery kno-ledgea!le&a StronglyDisagree! Some-hat Disagreec ,eutrald Some-hat 3greee Strongly 3gree

46& 46& 4614?F The -aiting time for ha+ing my 7uestions addressed -as satisfactory&aStrongly Disagree! Some-hat Disagreec ,eutrald Some-hat 3greee Strongly 3gree.fyou -ere not totally satised -ith the customer ser+ice# -ill you please descri!ethereasons for your dissatisfactionU FF FThank you for spending your precious time onlling in the 7uestionnaire for us]

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*oaching and De+eloping Employeeslynda&com PREMIUM VIDEO
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3 pro'ect report of customer satisfaction sur+ey on +odafoneHemanth *(atna6%#A$

consumer^s preference and satisfaction to-ards telecom operatorsandeep'ale!ar14#I8I

3 study on the customer perception of mo!ile phone ser+ice pro+iders inerode dCCHemanth *(atna$#$$4
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