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A StudyOn

Consumer expectation and satisfaction towards mobile phone services

Presented By

Vijay Kumar KeshariUniversity Register No. 09WJCMA051

Don Bosco Institute of Bio-Sciences & Management

Studies Kumbalagodu, Mysore Road,Bangalore-74

Under the Guidance ofMrs. Aswathi P. S.

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STATEMENT OF PROBLEM

Today is the world of inventions and innovations and that lies in a customer who

is dynamic and his beliefs, attitude and his satisfaction level.

The marketing is a new way of thinking about how companies and other

organizations can develop beneficial change with target customer who is always

inclined in seeking to satisfy some needs and wants.

Hence the problem is how we can find more customers for what services we

provide, how the company can live up to their expectations and understand the

different aspects of customers views.

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To find out the level of customer satisfaction from the service providers.

To find out which service provider has the maximum number of satisfied

customers.

To find out the companies response to customer needs and wants.

To identify the various complaints of the subscribers on various aspects

like clarity, disturbance, call cost, service charges, etc.

To study the present network of the mobile phone services.

To generate suggestions from subscribers for service improvement.

OBJECTIVE OF THE STUDY

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Research methodology is a way to systematically solve the research

problem.

It may be understood as a science of studying how research is done

scientifically. In this research firstly, exploratory research is done by the visiting the

IDEA, AIRTEL, VODAFONE, BSNL, TATA INDICOM, RELIANCE

showrooms to gather the preliminary data.

Secondly, descriptive research is done through surveys to find the various

aspects of customer satisfaction like sound clarity, service charges,

service delivery, etc.

Questionnaire is prepared to collect the primary data.

RESEARCH METHODOLOGY

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INDUSTRY PROFILE

Over 150 years ago a new industry began in India that transformed the country

forever. It was the beginning of the telegraph industry in India.

In 1997 government passed the TRAI bill and Telecom Regulatory Authority of India

was constituted.

The Indian telecommunications industry is the world's fastest growing

telecommunications industry with 742.12 Million telephone (landlines and mobile)subscribers and 706.69 Million mobile phone connections as of Oct 31st 2010 .

It is also the second largest telecommunication network in the world in terms of

number of wireless connections after China.

The Indian Mobile subscriber base has increased in size by a factor of more than one

hundred since 2001 when the number of subscribers in the country was approximately 5

million to 706.69 Million by Oct 2010.

it is projected that India will have 1.159 billion mobile subscribers by 2013..

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FINDINGS

It is revealed that Nokia takes a high position in consumer market.

Most of the subscribers are using Airtel connections.

It is presumed that most of the subscribers say internet and roaming facilities are best

in Airtel.

Idea and Vodafone subscribers say that call cost is high.

Airtel users are satisfied with customer care.

It is clearly evident that all Reliance users are not satisfied with sound clarity.

28% of subscribers are dissatisfied with mobile phone service and shows the more

responsible of mobile phone companies for their improvement

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SUGGESTIONS

Proper measures should be taken to overcome the disturbance during traveling.

Most of the BSNL users have complaint about the network problem in city limits. More

towers should be put up to avoid this problem.

The customer care of Vodafone is not satisfied, it should be checked.

Free SMS service should be provided by all the operators.

Various schemes and services should be provided which will help the service providers

to turn new subscribers and gain confidence among already existing subscribers.

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THANK YOU.