Hutch study Research

8/14/2019 Hutch study Research

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ABOUT THE COMPANY

ABOUT HUTCHISON WHAMPOO LIMITED

HWL is a leading global telecommunications anddata services provider operating with a high growth strategy in 17countries. It is a dynamic and agile player with a strong track record as:

The first to market with an international 3G video mobile networkunder the 3 brand;

One of the most agile and profitable 2G mobile voice and datanetwork operators; and

As a major owner and operator of the fibre optic broadband and

fixed-line networks in Hong Kong, serving as a telecoms gatewayto China.

HWL started mobile business in 1983 in our homemarket of Hong Kong and now serves over 20 million customers. Ourarray of telecommunications and data network offerings provides a depthof technological knowledge and insight into emerging consumer trends.This breadth of services in so many markets around the world also allowsour operations to exploit opportunities, synergies and our critical mass in

order to maintain our leadership position. Our telecommunications anddata infrastructure support offerings in the areas of mobile telephony(voice and video based multimedia), fibre-optic broadband networks,fixed-line services and radio broadcasting.

HWL is proud to be the first international provider of3G video mobile services and an early adopter of the latest and most

promising mobile phone technology. While other operators are just nowrolling their third-generation mobile services in late 2004, 3 has beensuccessfully operating 3G networks and equipment in the UnitedKingdom, Italy, Australia and Austria since early 2003. We were also thefirst operator in Hong Kong to introduce 3G video mobile services inJanuary 2004.

Another of our major telecommunications subsidiary isHutchison Telecommunications International Limited (HutchisonTelecom), which was listed on the Hong Kong and New York stockexchanges in October 2004. Hutchison Telecom has a significant

presence, and in many cases is a market leader, in nine dynamic markets,

operating or rolling out mobile services in Hong Kong and Macau, India,Israel, Thailand, Sri Lanka, Ghana, Indonesia and Vietnam.

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http://www.htil.com.hk/http://www.htil.com.hk/


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The 3G network in Hong Kong and a fixed-linetelecom running there on a fibre optic network is also part of theHutchison Telecom business. Hutchison Telecom is built on a high-growth strategy focused on mobile telecommunications services markets

with economic prospects and good demographics. A number ofHutchison Telecom markets such as India remain significantly under

penetrated and offers significant opportunities for future growth. In othermarkets such as Hong Kong and Israel, mobile phone penetration ishigher but customers are very eager to adopt new services andapplications, offering growth prospects in providing technologically-advanced value-added services

ABOUT HUTCH

Hutch is the brand name of Hutchison Essar. It establishedits presence in India in 1994 and was one of the first cellular providers inthe city of Mumbai. Over time it has expanded operations across thecountry and is one of the most respected cellular service providers knownfor providing world class and innovative class services.

Hutchison Essar In India

Hutchison Essar is a joint venture between HutchisonTelecom and Essar with 10.16 million mobile users across the country.Over the years, it has been named the ' Most Respected TelecomCompany', the 'Best Mobile Service in the country', and the 'MostCreative and Most Effective Advertiser of the Year'

Hutchison Telecom is a part of the multinational conglomerate- Hutchison Whampoo which has its origins dating back to 1828 in HongKong. The Group operates five core businesses in 42 countries across theworld, of which, Hutchison Telecom has been one of the pioneers in

mobile multimedia communication and spans five continents .The EssarGroup is one of India's largest corporate houses with interests spanningthe manufacturing and service sectors like Steel, Oil & Gas, Power,Telecom & BPO, Shipping & Logistics and Engineering &Constructions. The Group has an asset base of over Rs 20 billion (US$4.4 billion) and employs over 4000 people.

Hutch established its presence in India in 1994 by acquiringthe cellular license for Mumbai. It now has operations in 13 circles

accounting for 70% of India's mobile subscriber base

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ABOUT ESSAR

The Essar Group is one of India's largest corporatehouses with interests spanning the manufacturing and service sectors in

both old and new economies: steel, power, shipping, constructions, oil &gas and telecom. The Group has an asset base of US$ 4.4 bn (Rs.200

billion) and a turnover of over US$ 2.08 bn (Rs. 95 billion). Strategicinvestments made by the group over the past decade have resulted in thecreation of tangible and intangible assets that are at the heart of the Indianeconomy.

The Group takes pride in being a high-performancemultinational organization, providing world-class services and products.

Manned by a highly efficient and dynamic team of employees, the Groupis growing stronger every day. A committed corporate citizen, the groupprovides unwavering support to the community as well as initiates varioussocial and ecological drives that have a positive impact on society.

Post Paid Plan in Chennai

Half the Price

Get all the services, at half the price. Now you can call 123

at just Rs 3 per minute during happy hours, from 12 AM to 8 AM

STD calls @ Re 1

Now make calls to any Hutch phone in the country fromyour Hutch phone at just Re 1. You can enjoy this rate at a daily rental ofRe 1

Talk For Less

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Now, get the most attractive tariffs with the HutchPostpaid plan of Rs 199 / month. Plus 500 free minutes of Hutch to Hutchcalls and 500 free local SMS messages

Add onesSTD calls

Now make calls to any Hutch phone in the country from yourHutch phone at just Re 1.

You can enjoy this rate at a monthly rental of just Rs 25 per month

Make calls to any phone in the country from your Hutch phone at

just Rs 2 at a monthly rental of just Rs 49

Make calls to any phone in the country from your Hutch phone atjust Rs 2.25 at a monthly rental of just Rs 25

SMS

Send Rs200 worth local & national SMS at a monthly rental ofRs25

Send Rs499 worth local & national SMS at a monthly rental ofRs49

Send Local Hutch to Hutch SMS between 10pm - 10am @ 10p at amonthly rental of Rs.25

Talk late

Make calls to any mobile number in TN for 30p/min (9pm - 9am)at monthly rental of Rs.25

All calls calculated on a 60 second pulse.

Minimum billing amount adjusted against local calls only.Minimum billing amount will be calculated at tariff plan rates

ABOUT THE PRODUCTS &SERVICE

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Hutch Tariff Plans

Full Value Plans Talk

199

Talk

599Spl

Talk

799Spl

Advance

Rental 799

Monthly rent 199 399 499 No Monthlyrental for 6months*

Minimumbillingamount

399 699 899

Membership

fee

Rs 799(for

6months)**

Outgoing call chargesLocal calls (Rs / min)

Full Value Plans Talk199

Talk599Spl

Talk799Spl

AdvanceRental 799

To local

Hutch phones

Rs 0.50 Rs 0.50 Rs

0.50

0.30 Rs

0.50

Rs

0.50

Rs 0.50

To otherMobile

phones

Rs 1.69 Rs 1.19 Rs0.75

Rs0.75

Rs0.50

Rs0.50

Rs 0.75

To otherphones

Rs 1.69 Rs 1.19 Rs0.75

Rs 1.2 Rs 1.3 Rs0.75

Rs 1.2

AdvantageMins

400LocalMins

@ 30p

500LocalMins

@ 30p

Local free mins

to localHutch phones

Rs 399Worth

LocalMins

Rs 699Worth

LocalMins

Rs 899worth

LocalMins

500Hutch

toHutch

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to otherMobile

phones

to other

phones

STD (Rs/min)

to otherHutch phones

Rs 2.64 Rs 2.64 Rs2.64

Rs2.49

Rs2.64

Rs2.64

Rs 2.64

to otherMobile

phones

Rs 2.64 Rs 2.64 Rs2.64

Rs2.49

Rs2.64

Rs2.64

Rs 2.64

to otherphones

Rs 2.64 Rs 2.64 Rs2.64

Rs2.49

Rs2.64

Rs2.64

Rs 2.64

ISD (Rs/ min)

Gulf,

Pacific&Africa

Rs

17.24

Rs

17.24

Rs

17.24

Rs

17.24

Rs

17.24

Rs

17.24

Rs 17.24

Rest of theworld

Rs14.24

Rs14.24

Rs14.24

Rs14.24

Rs14.24

Rs14.24

Rs 14.24

free ISD min

SMS(Rs/160 Characters)

to otherHutch phones

Rs 0.50 Rs 0.50 Rs0.50

Local SMS Rs 1 Rs 1 Rs 1 Rs 1 Rs 1 Rs 1 Rs 1

NationalSMS

Rs 2 Rs 2 Rs 2 Rs 2 Rs 2 Rs 2 Rs 2

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InternationalSMS

Rs 5 Rs 5 Rs 5 Rs 3 Rs 5 Rs 5 Rs 3

free SMS 500Local

SMS

100Local

SMS

200Local

SMS

Rentals(Rs/month)

CLIP Rs 50 Rs 50 Rs 50 Rs 25

Itemisedbilling

Rs 50 Rs 50 Rs 50 Rs 50 Rs 50 Rs 50 Rs 50

ZonalRoaming Rs 25 Rs 25 Rs 25 Rs 25 Rs 25 Rs 25 Rs 25

NationalRoaming

Rs 25 Rs 25 Rs 25 Rs 25 Rs 25 Rs 25 Rs 25

InternationalRoaming

Rs 149 Rs 149 Rs 149 Rs 149 Rs 149 Rs 149 Rs 149

* Monthly rental of Rs.199 after 6 months

** Non refundable

REVIEW OF THE LITERATURE

Satisfaction is a persons feeling of pleasure or

disappointment resulting from comparing the service perceivedperformance in relation to his or her expectations.

Perception and Customer Behavior:

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Perception is the process by which individuals select, organize andinterpret stimuli into a meaningful and coherent picture of the world.

Perception has strategy implications for marketers, becausecustomers make decisions based on what they perceive rather than on the

basis of objective reality.

The lowest level at which an individual can perceive a specificstimulus is called the absolute threshold. The minimal difference that can

be perceived between to stimuli is called the differential threshold or justnoticeable difference. Most stimuli are perceived above the level of thecustomers conscious awareness; however, weak stimuli can perceive

below the level of conscious awareness (i.e. subliminally).Research doesnot support the contention that subliminal stimuli affect consumer-buyingdecision. Customers selection of stimuli from the environment is basedon the interaction of their expectations and motives with the stimulusitself. The interpretation for stimuli is highly subjective and is based onwhat the consumer expects to see light of previous experience.

Steps for Measuring Customer Satisfaction:

Measurements of customers satisfaction involve developing a

survey design made to individual context that would encompass amongstothers the following steps.

1. Determining who is the customer .

2. Determining what constitute customers satisfaction

3. Designing the scale on which customer satisfaction would bemeasured.

4. Measuring current levels of customer satisfaction.

1.Determining who is the customer:

In the customer sector, the individual is generally the buyer ,the decision-maker, and the user-all rolled into one. If at all, influencing

persons would also come into play. In the industrial context, however,

the a scene is entirely different. The person, who uses, multi-individual

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involvement is apparent in any industrial marketing scenario.Committees take purchase decisions. The affectations of equipment areevident in a number of departments. Numerous levels also exist startingwith the chief executive and going down to the individual machine

operator.

It therefore becomes necessary to determine the respondentset by first evaluating the process of sales and business environment inwhich any company works. The industrial market researcher has to havea sufficient understanding of the process of industrial sales to enable himto design the survey correctly and not to be just guided by the companysoperating managers. One also needs to similarly know about

perspectives of the respondent set and determine the inter-action

behaviour within the respondent set and the buyers to their sellers.

2. Determining what constitute customer satisfaction:

Keeping in mind that no one knows more aboutcustomer satisfaction other than customer himself, pilot studies have to beunder taken at very senior levels in the respondent organization to be ableto identify the parameters that go on to govern customer satisfaction.

Here is where considerable subjectivity comes into play and may beovertly emphasized (sometimes vociferously expressed) parametersgoverning customer satisfactions tend to get importance while the realsituation may not be so.

The industrial market researcher has to therefore beable to assess through a scientific data analysis mechanism, the exactrelationship between what the entire respondent set believes constitutescustomer satisfaction and what is actually the complex interaction

between these parameters. Very often it is best to go for an indexedapproach that reduces subjectivity and provides for focus in themanagement of customer satisfaction.

3. Designing the scale on which customer satisfaction would be

measured:

Here is where the aspect of qualitative survey comesinto play to first be able to know the interaction and inter-relation

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between the various parameters that govern the constitute customersatisfaction in the industrial context. Super imposed on this is thecondifi9cation of customers by which it is possible to ascertain trendsover different categories of customers.

It is then possible for every individual company todetermine its market presence, business compulsions, growth directions,market complexions and then be able to assign different customercategories a different relative importance, so as to finally determineindividually tailored scientific and contextually appropriate index ofcustomer satisfaction for their customers.

4. Measuring current levels of customer satisfaction:

Determining from the survey design is the aspect ofactually meeting the number of persons within the respondent set byqualitative personal interview techniques and ascertaining uniformly theirsatisfaction with in the companys product and services. Many a time, thesame input has to be taken from a number of different departments( andtherefore people) and often-contradictory) inputs may be generated.

The industrial market researcher presented withcontradiction, has only the survey design to bank on to ensure that thefeedback is available to the company.

After these inputs are received, the ratings are superimposed on the relative importance of parameters had a numericalassessment arrived at on the satisfaction of customer.

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ABOUT THE STUDY

In Chennai city there are several cellular service providerto compete for cellular customer .The competition is very high .to stay inthe competition the companys have to create loyal customers .to createloyal customers the measurement of loyalty is vital and this work ishandle the reasons. The company must also have constant have vigil over

the switching over the customer .the reasons for switching over thecurrent service .In order to rectify the reasons causing dissatisfactions and

this task is also given to the customer.

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OBJECTIVES OF THE STUDY

1. To study the sources for the awareness of the respondents aboutHUTCH cellular service at Chennai.

2. To study the opinion of the respondents with regard to

a)Network coverageb) Short Message Service

c) Subscriber Trunk Dialing serviced) Voice quality

3. To ascertain the opinion of respondents about the fee charged byHUTCH for its postpaid cellular service at Chennai.

4. To ascertain the opinion of respondents about the fee charged by

HUTCH for its prepaid cellular service at Chennai.

5. To study the loyalty of the respondents towards the HUTCHservices.

6. To analysis the switchover options and reasons.

7. To study the overall satisfaction level of HUTCH cellular serviceat Chennai.

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Scope of the Study

1. The study is related to communication industry.

2. The study relates to consumer behavior area of marketingmanagement.

3. The study can be used by similar cellular service provider.

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Limitations of the Study:

1. The study is limited to the respondents Chennai city alone so itsresults cannot be generalized.

2. The study has time limitation also it was the major reasons.

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RESEARCH METHODOLOGY

A) Type of research:

The researcher has used descriptive research, whichdescribes the opinion of the respondents of the study.

B) Type of survey:

The researcher has used sample survey.

C) Data used:

The researcher has used primary data primary data forhis analysis.

D) Data collection tool :

The researcher has used a structured questionnaire forcollecting the data required.

E) Sampling procedure :

i) Sampling technique

The researcher has used convenience sampling to select thesample unit .

ii) Sample unit

The sample unit for the study includes postpaid andprepaid subscribers of HUTCH cellular service.

iii) Sample area

The area in which the sample units were selected inChennai city.

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iv) Sample size

The sample size of the study 114 out of which 35 werepostpaid subscribers, 79 were prepaid subscribers.

F) Tools for analysis

The researcher has extensively used percentageanalysis. The researcher has also used chi-square test for testingassociation between different variables.

G) Tools for presentation

The researcher has used

a) Uni-variable tableb) Bi-variable tablec) Bie-chartsd) Bar charts

for presenting the data.

H) Pilot study

The researcher has conducted the pilot study .and preparethe final questionnaire for the period of 3 days . for the end of pilot studyThe researcher was able to move choices for his multiple choicequestions.

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AGE CLASSIFICATION OF RESPONDENTS

The following table number 6.1 shows the ageclassification of the respondents selected for the study.

TABLE NUMBER 6.1

Table showing the age wise classification of Respondents.

Age level Number ofRespondents

Percentage

Below 20 years 47 41.23

21 - 30 years 38 33.33

31 40 years 19 16.67

41 50 years 10 8.77

Total 114 100

From the above table we are able notice that 41.23% of therespondents of the age below 20 years, 33.33% of the respondents age

between 21 - 30 years, 16.67% of the respondents age between 31 - 40years, 8.77% of the respondents age between 41 - 50 years.

INFERENCE:

Majority of the respondents were age below 20 years and 41 50 years of the respondents are very low.

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Age wise classification of Respondents.

below 20 years

41%

21-30 years

33%

31-40 years

17%

41-50 years

9%

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CLASSIFICATION OF RESPONDENTS GENDER

The following table number 6.2 shows theclassification of the respondents gender selected for the study.

TABLE NUMBER 6.2

Table showing the gender wise classification ofRespondents.

Gender Number ofRespondents

Percentage

Male 80 70.18

Female 34 29.82

total 114 100

From the above table we are able notice that 70.18% of therespondents were Male and that 29.82% of the respondents were Female.

INFERENCE:

Majority of the respondents were Male and Minimum of therespondents were Female.

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0

10

20

30

40

50

60

70

80

NUMBER OF

RESPONDENTS

GENDER

Gender wise classification of

Respondents.

MALE

FEMALE

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CLASSIFICATION OF RESPONDENTS OCCUPATION

The following table number 6.3 shows theclassification of the respondents occupation selected for the study.

TABLE NUMBER 6.3

Table showing the classification of Respondents occupation

Occupation Number of Respondents

Percentage

Government employee 18 15.79

Private employee 27 23.68

Professionals 44 38.60

Business 15 13.16

Others 10 8.77

Total 114 100

From the above table we are able notice that 15.79% of therespondents were government employees, 23.68% of the respondentswere private employees, 38.60% of the respondents were professionals,13.16% of the respondents were business, and 8.77% of the respondentswere others.

INFERENCE:

Majority of the respondents were professionals andMinimum of the respondents were other category peoples.

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Government

employeeprivate

employeeProfessionals Business Others

0

5

10

15

20

25

30

35

40

NUMBER OF

RESPONDENTS

OCCUPATION

classification of Respondents occupation

CLASSIFICATION OF RESPONDENTS EDUCATION

The following table number 6.4 shows theclassification of the respondents education selected for the study.

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TABLE NUMBER 6.4

Table showing the classification of Respondents Education

Education level Number of Respondents

Percentage

Under graduate 50 43.86

Post graduate 40 35.09

Professional 10 8.77

Diploma 14 12.28

Total 114 100

From the above table we are able notice that 43.86% of therespondents were under graduate, 35.09% of the respondents were postgraduate, 8.77% of the respondents were professional, and 12.28% of therespondents were diploma.

INFERENCE:

Majority of the respondents were under graduate andMinimum of the respondents were professionals .

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Under graduate

Post graduate

professionals

diploma

NUMBER OF RESPONDENTS

CLASSIFICATION OF

RESPONDENTS EDUCATION

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CLASSIFICATION OF RESPONDENTS CATEGORY

The following table number 6.5 shows theclassification of the respondents category selected for the study.

TABLE NUMBER 6.5

Table showing the classification of Respondents Category

Category Number of Respondents

Percentage

Postpaid 35 30.70

prepaid 79 69.30

Total 114 100

From the above table we are able notice that 30.70% of therespondents were postpaid, 69.30% of the respondents were prepaidcustomers.

INFERENCE:

Majority of the respondents were prepaid and Minimum of

the respondents were postpaid users .

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CLASSIFICATION OF

RESPONDENTS CATEGORY

postpaid

31%

prepaid

69%

0%0%

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CLASSIFICATION OF RESPONDENTS SUBSCRIPTION

The following table number 6.1 shows the ageclassification of the respondents subscription selected for the study.

TABLE NUMBER 6.5.1

Table showing the classification of Respondents subscription

Subscription Number of Respondents Percentage

Less than 1 year 60 52.63

1-2 years 42 36.84

2- 4 years 12 10.53

total 114 100

From the above table we are able notice that 52.63% of therespondents were less than 1year, 36.84% of the respondents were 1 - 2years, and 10.53% of the respondents were 2 - 4 years.

INFRENCE:

Majority of the respondents were less than 1 year and 2 4years of the respondents were very low level to use.

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CLASSIFICATION OF RESPONDENTS

SUBSCRIPTION

52.63

36.84

10.53

0 20 40 60 80 100 120

SUBSCRIPTION

Less than 1 year 1-2 years 2-4 years

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CLASSIFICATION OF RESPONDENTS PREVILEGES

The following table number 6.6 shows theclassification of the respondents privileges selected for the study.

TABLE NUMBER 6.6

Table showing the classification of Respondents privileges

previleges Number of Respondents

Percentage

Reduce call cost 42 36.84

Improve network 20 17.54

100 MSG per day 47 41.23

others 5 4.39

Total 114 100

From the above table we are able notice that 36.84% of therespondents were Reduce call cost, 17.54% of the respondents wereImprove network , 41.23% of the respondents were 100 MSG per day ,and 4.39% of the respondents were others to privileged.

INFERENCE:

Majority of the respondents were privileged to 100 MSG perday and Minimum of the respondents were others to privileged.

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CLASSIFICATION OF

RESPONDENTS PREVILEGES

37%

8%

41%

4%

Reduce call cost Improve network 100 msg per day Others

CLASSIFICATION OF RESPONDENTS AWARENESS

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The following table number 6.7 shows theclassification of the respondents awareness selected for the study.

TABLE NUMBER 6.7

Table showing the classification of Respondents awareness

Awareness Number of Respondents

Percentage

Television 15 13.16

Friends and Relatives 70 61.40News papers 6 5.26

Magazines 5 4.39

Word of mouth 15 13.16

Others 3 2.63

Total 114 100

From the above table we are able notice that 13.16% of therespondents were Television, 61.40% of the respondents were Friendsand Relatives, 5.26% of the respondents were News papers, 4.39% of therespondents were Magazines, 13.16% of the respondents were Word ofmouth, and 2.63% of the respondents were known about others

INFERENCE:

Majority of the respondents will know about friends andrelatives and Minimum of the respondents were others to known that.

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0

10

20

30

40

50

60

70

number of

respondents

awareness

CLASSIFICATION OF

RESPONDENTS AWARENESS

Television

Friends&relatives

Newspapers

Magazines

Words ofmouth

Others

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CLASSIFICATION OF RESPONDENTS OPINION

ABOUT NETWORK COVERAGE

The following table number 6.8 shows theclassification of the respondents opinion about network coverage

TABLE NUMBER 6.8

Table showing the classification of Respondents opinionabout network coverage

Opinion Number of Respondents

Percentage

Excellent 12 10.53

Good 42 36.84

Normal 41 35.96

Poor 19 16.67

Total 114 100

From the above table we are able notice that 10.53% ofrespondents were Excellent, 36.84 % of the respondents were good,35.96% of the respondents were normal, and 16.67% of the respondentswere poor to tell about network converges.

INFERENCE:

Majority of the respondents were good and Minimum of therespondents were poor to tell about network converges.

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CLASSIFICATION OF

RESPONDENTS OPINION ABOUT

NETWORK COVERAGE

10.53

36.84

35.96

16.67

Excellent Good Normal Poor

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ABOUT SMS SERVICE

The following table number 6.9 shows theclassification of the respondents opinion about SMS service

TABLE NUMBER 6.9

Table showing the classification of Respondents opinion

about SMS service


Percentage

Excellent 10 8.77

Good 36 31.58

Normal 52 45.61

Poor 14 12.29

Very poor 2 1.75

Total 114 100

From the above table we are able notice that 8.77% ofrespondents were Excellent ,31.58 % of the respondents were Good ,45.61% of the respondents were normal , 12.29% of the respondentswere poor, 1.75% of the respondents were very poor to tell about SMSservice.

INFERENCE:

Majority of the respondents were normal and Minimum ofthe respondents were tell that SMS service is very poor.

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010

20

30

40

50

number of

respondent

s

CLASSIFICATION OF RESPONDENTS OPINIONABOUT SMS SERVICE

Excellent Good Normal Poor Very poor

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ABOUT STD SERVICE

The following table number 6.10 shows theclassification of the respondents opinion about STD service

TABLE NUMBER 6.10


about STD service.


Percentage

Excellent 5 4.39

Good 25 21.93

Normal 47 41.23

Poor 31 27.19

Very poor 6 5.26

Total 114 100

From the above table we are able notice that 4.39% ofrespondents were Excellent ,21.93 % of the respondents were Good ,41.23% of the respondents were normal , 27.19% of the respondentswere poor, 5.26% of the respondents were very poor to tell about STDservice.

INFERENCE:

Majority of the respondents were told that STD service isnormal and Minimum of the respondents was told that STD service isvery excellent.

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0

5

10

1520

25

30

35

40

45

number of

respondents

opinion

CLASSIFICATION OF


STD SERVICE

Excellent

Good

Normal

Poor

Very poor

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ABOUT VOICE QUALITY

The following table number 6.11 shows theclassification of the respondents opinion about voice quality.

TABLE NUMBER 6.11

Table showing the classification of Respondents opinionabout voice quality


Percentage

Excellent 88 77.19

Good 15 13.16

Normal 9 7.89

Poor 2 1.75

Total 114 100

From the above table we are able notice that 77.19% ofrespondents were Excellent ,13.16 % of the respondents were Good ,7.89% of the respondents were normal , 1.75% of the respondents were

poor to told about voice quality.

INFERENCE:

Majority of the respondents were told that voice quality isexcellent and Minimum of the respondents was told that voice quality isvery poor.

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OPINION ABOUT VOICE QUALITY

77%

13%

8%

2%

Excellent Good Normal Poor

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ABOUT LOCAL LAND LINE CHARGES

The following table number 6.12.1 shows theclassification of the respondents opinion about local land line charges.

TABLE NUMBER 6.12.1


about local land line charges


Percentage

High cost 19 16.67

Costly 78 68.42

Normal 15 13.16

Low 2 1.75

Total 114 100

From the above table we are able notice that 16.67% ofrespondents were high cost ,68.42 % of the respondents were costly ,13.16% of the respondents were normal , 1.75% of the respondents werelow cost to told about local land line charges.

INFERENCE:

Majority of the respondents were told that local land linecharges are costly and Minimum of the respondents was told that localland line charges are low.

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0

10

20

30

40

50

60

70

number of

respondents

opinion


ABOUT LOCAL LAND LINE CHARGES

High cost

Costly

Normal

Low

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ABOUT CELL TO CELL CHARGES

The following table number 6.12.2 shows theclassification of the respondents opinion about cell to cell charges.

TABLE NUMBER 6.12.2


about cell to cell charges


Percentage

High cost 5 4.39

Costly 14 12.28

Normal 75 65.79

Low 18 15.79

Very low 2 1.75

Total 114 100

From the above table we are able notice that 4.39% ofrespondents were high cost ,12.28 % of the respondents were costly ,65.79% of the respondents were normal , 15.79% of the respondentswere low cost , 1.75% of the respondents were very low cost to toldabout cell to cell charges

INFERENCE:

Majority of the respondents were told that cell tocell charges are normal and Minimum of the respondents was told thatcell to cell charges are very low.

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0

10

20

30

40

50

60

70

number of

respondents

opinion


ABOUT CELL TO CELL CHARGES

High cost

Costly

NormalLow

Very low

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ABOUT ROAMING CHARGES

The following table number 6.12.3 shows theclassification of the respondents opinion about Roaming charges.

TABLE NUMBER 6.12.3


about Roaming charges


Percentage

High cost 52 45.61

Costly 40 35.09

Normal 18 15.79

Low 4 3.51

Total 114 100

From the above table we are able notice that 45.61% ofrespondents were high cost ,35.09 % of the respondents were costly ,15.79% of the respondents were normal , 3.51% of the respondents werelow cost to told about Roaming charges.

INFERENCE:

Majority of the respondents were told thatRoaming charges are high costs, and Minimum of the respondents wastold that Roaming charges are low.

- 45 -


46/102

0

5

10

15

20

25

30

35

40

45

50

number of

respondents

opinion


OPINION ABOUT ROAMING CHARGES

High cost Costly Normal Low

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ABOUT SMS SERVICE CHARGES

The following table number 6.12.4 shows theclassification of the respondents opinion about SMS service charges.

TABLE NUMBER 6.12.4

Table showing the classification of Respondents opinionabout SMS service charges


Percentage

High cost 18 15.79

Costly 27 23.68

Normal 65 57.02

Low 4 3.51

Total 114 100

From the above table we are able notice that 15.79% ofrespondents were high cost ,23.68 % of the respondents were costly ,57.02% of the respondents were normal , 3.51% of the respondents werelow cost to told about SMS service charges.

INFERENCE:

Majority of the respondents were told that SMSservice charges are normal costs, and Minimum of the respondents wastold that SMS service charges are low.

- 47 -


48/102

0 20 40 60

number of respondents

opinion


OPINION ABOUT SMS SERVICE CHARGES

High cost Costly Normal Low

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ABOUT DOWNLOADING GAME CHARGES

The following table number 6.12.5 shows theclassification of the respondents opinion about downloading gamecharges.

TABLE NUMBER 6.12.5

Table showing the classification of Respondents opinionabout downloading game charges


Percentage

High cost 86 75.44

Costly 26 22.81

Normal 2 1.75

Total 114 100

From the above table we are able notice that 75.44% ofrespondents were high cost ,22.81 % of the respondents were costly ,1.75% of the respondents were normal to told about downloading gamecharges

INFERENCE:

Majority of the respondents were told thatdownloading game charges are high costs, and Minimum of therespondents was told that downloading game charges are normal.

- 49 -


50/102

0

10

20

30

40

50

60

70

80

number of

respondents

opinion


OPINION ABOUT DOWNLOADING GAME

CHARGES

High cost Costly Normal

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ABOUT DOWNLOADING RINGTONES CHARGES

The following table number 6.12.6 shows theclassification of the respondents opinion about downloading ring tonescharges.

TABLE NUMBER 6.12.6


about downloading ring tones charges


Percentage

High cost 55 48.25

Costly 47 41.23

Normal 12 10.53

Total 114 100

From the above table we are able notice that 48.25% ofrespondents were high cost ,41.23 % of the respondents were costly ,10.53% of the respondents were normal to told about downloading ringtones charges.

INFERENCE:

Majority of the respondents were told thatdownloading ring tones charges are high costs, and Minimum of therespondents was told that downloading ring tones charges are normal.

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OPINION ABOUT DOWNLOADING GAME

CHARGES

75%

23%

2%

High cost Costly Normal

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ABOUT DOWNLOADING SONGS CHARGES

The following table number 6.12.7 shows theclassification of the respondents opinion about downloading songscharges.

TABLE NUMBER 6.12.7


about downloading songs charges


Percentage

High cost 43 37.72

Costly 57 50.00

Normal 14 12.28

Total 114 100

From the above table we are able notice that 37.72% ofrespondents were high cost, 50 % of the respondents were costly, 12.28%of the respondents were normal to told about downloading ring songscharges.

INFERENCE:

Majority of the respondents were told thatdownloading songs charges are costly, and Minimum of the respondentswas told that downloading songs charges are normal.

- 53 -


54/102

0

5

10

15

20

25

30

35

40

45

50

number of

respondents

opinions


OPINION ABOUT DOWNLOADING SONGS

CHARGES

High cost

Costly

Normal

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55/102


ABOUT NEWS & SCORES UPDATE CHARGES

The following table number 6.12.8 shows theclassification of the respondents opinion about News and scores updatecharges.

TABLE NUMBER 6.12.8


about News and scores update charges.


Percentage

High cost 25 21.93

Costly 74 64.91

Normal 15 13.16

Total 114 100

From the above table we are able notice that 21.93% ofrespondents were high cost, 64.91 % of the respondents were costly,13.16% of the respondents were normal to told about news and scoresupdate charges.

INFERENCE:

Majority of the respondents were told that newsand scores update charges are costly, and Minimum of the respondentswere told that news and scores update charges are normal.

- 55 -


56/102

0

10

20

30

40

50

60

70

number of

respondents

opinions


OPINION ABOUT NEWS & SCORES

UPDATE CHARGES

High cost

Costly

Normal

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ABOUT CONTINOUSLY USED SERVICES

The following table number 6.13 shows the

classification of the respondents opinion about continuously usedservices.

TABLE NUMBER 6.13

Table showing the classification of Respondents opinionabout continuously used services.

Subscription Number of Respondents

Percentage

Less than 1 year 58 50.88

1-2 years 51 44.74

2-4 years 5 4.39

Total 114 100

From the above table we are able notice that 50.88% ofrespondents were less than 1 year, 44.74 % of the respondents were 1-2years, and 4.39% of the respondents were 2-4 years to be continuously

used services.

INFERENCE:

Majority of the respondents were less than 1 years,and Minimum of the respondents were 2-4 years to be continuously usedservices.

- 57 -


58/102

0

10

20

30

40

50

60

number of

respondents

opinion

CLASSIFICATION OF


CONTINOUSLY USED SERVICES

Lessthan 1

year1-2years

2-4years

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ABOUT LEVEL OF DESERVES THE LOYALTY

The following table number 6.14.1 shows theclassification of the respondents opinion about level of deserves theloyalty.

TABLE NUMBER 6.14.1

Table showing the classification of Respondents opinionabout level of deserves the loyalty.


Percentage

Agree 19 16.67

Normal 53 46.49

disagree 42 36.84

Total 114 100

From the above table we are able notice that 16.67% ofrespondents were agree, 46.49 % of the respondents were normal, and36.84% of the respondents were disagree to deserve the loyalty.

INFERENCE:

Majority of the respondents were told normal todeserve the loyalty, and Minimum of the respondents were agree todeserves the loyalty.

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OPINION ABOUT LEVEL OF DESERVES THE

LOYALTY

17%

46%

37%

Agree Normal disagree

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ABOUT LEVEL OF STRONGNESS OF LOYALTY

The following table number 6.14.2 shows theclassification of the respondents opinion about level of strong ness ofloyalty.

TABLE NUMBER 6.14.2


about level of strong ness of loyalty


Percentage

Agree 27 23.68

Normal 68 59.65

disagree 19 16.67

Total 114 100

From the above table we are able notice that 23.68% ofrespondents were agree, 59.65 % of the respondents were normal, and16.67% of the respondents were strong ness of the loyalty.

INFERENCE:

Majority of the respondents were told normal tostrong ness the loyalty and Minimum of the respondents were disagreeingto strong ness the loyalty.

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Agree

Normal

disagree

NUMBER OF RESPONDENTS


OPINION ABOUT LEVEL OF STRONGNESS

OF LOYALTY

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ABOUT SHORTTERM GOALS TOWARDS THE

PEOPLE VALUES AND RELATIONSHIP

The following table number 6.14.3 shows theclassification of the respondents opinion about short term goals towardsthe people values and relationship.

TABLE NUMBER 6.14.3

Table showing the classification of Respondents opinionabout short term goals towards the people values and relationship


Percentage

Agree 72 63.16

Normal 35 30.70

disagree 7 6.14

Total 114 100

From the above table we are able notice that 63.16% ofrespondents were agree, 30.70 % of the respondents were normal, and6.14% of the respondents were disagree to the values of the people

values and relationship .

INFERENCE:

Majority of the respondents were agree toimprove value of people and relationship , and Minimum of respondentswere disagree to that.

- 63 -


64/102

0

10

20

30

40

50

60

70

number of

respondents

opinion


ABOUT SHORTTERM GOALS TOWARDS THE

PEOPLE VALUES AND RELATIONSHIP

Agree

Normal

disagree

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ABOUT STORMING OF SERVICES

The following table number 6.15 shows theclassification of the respondents opinion about storming of services.

TABLE NUMBER 6.15

Table showing the classification of Respondents opinionabout storming of services .

Storming Number of Respondents

Percentage

Network 53 46.49

Roaming charges 23 20.18

Daily rental 18 15.79

High STD charges 20 17.54

Total 114 100

From the above table we are able notice that 46.49% ofrespondents were networking, 20.18 % of the respondents were roamingcharges, 15.79 % of the respondents were daily rental and 17.54% of

the respondents were high STD charges to be storming of this service.

INFERENCE:

Majority of the respondents were told networkingis the storming of this service, and Minimum of respondents were dailyrental will be told.

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CLASSIFICATION OF


STORMING OF SERVICES

46.49

20.18

15.79

17.54

opini

on

number of respondentsNetwork Roaming charges

Daily rental High STD charges

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CLASSIFICATION OF RESPONDENTS BASED ON

BRAND SWITCHING

The following table number 6.16.1 shows theclassification of the respondents based on brand switching.

TABLE NUMBER 6.16.1

Table showing the classification of Respondents based onbrand switching

Response Number of Respondents

Percentage

Yes 28 24.56

No 86 75.44

Total 114 100

From the above table we are able notice that 24.56% ofrespondents were switching to the other brand, and 75.44% of therespondents were stay in that network.

INFERENCE:

Majority of the respondents stay in that network

and minimum of the respondents were switching to the other brand.

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BASED ON BRAND SWITCHING

Yes

25%

No

75%

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REASON FOR RESPONDENTS SWITCHING OVER

TO OTHER SERVICE

The following table number 6.16.2 shows reason forrespondents switching over to other service.

TABLE NUMBER 6.16.2

Table showing the reason for respondents switching over toother service

Reasons Number of Respondents

Percentage

Free SMS 14 50.00

More coverage 7 25.00

Call rates 5 17.86

Roaming charges 2 7.14

Total 28 100

From the above table we are able notice that 50% ofrespondents were free SMS, 25% of the respondents were more coverage,17.86% of the respondents were call rates, and 7.14% of the respondentswere roaming charges of reason to switching to other service.

INFERENCE:

Majority of the respondents were free SMS toswitching to other service and minimum of the respondents wereroaming charges to switch over.

- 69 -


70/102

0

5

10

15

2025

30

35

40

45

50

number of

respondents

opinion

REASON FOR RESPONDENTS

SWITCHING OVER TO OTHER SERVICE

Free SMS

More coverageCall rates

Roaming charges

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REASON FOR RESPONDENTS STAY TO THAT

HUTCH SERVICE

The following table number 6.16.3 shows reason forrespondents stay to that hutch service

TABLE NUMBER 6.16.3

Table showing the reason for respondents stay to that hutchservice

Reasons Number of Respondents Percentage

Low cost 4 4.65

Coverage 5 5.81

Hutch to Hutch freecost

18 20.93

Full talk facility 22 25.58

Only incoming facility 12 13.95

Choate recharge 25 29.07

Total 86 100

From the above table we are able notice that 4.65% ofrespondents were low cost, 5.81% of the respondents were coverage,20.93% of the respondents were Hutch to Hutch free cost , 25.58% ofthe respondents were Full talk facility , 13.95% of the respondents wereOnly incoming facility, , 29.07% of the respondents were Choate

recharge to reason for told that .

INFERENCE:

Majority of the respondents were Choate rechargeand minimum of the respondents were low cost to reason for told that .

- 71 -


72/102

0

5

10

15

20

25

30

number of

respondents

reasons

REASON FOR RESPONDENTS STAY TO

THAT HUTCH SERVICE

Low cost Coverage

Hutch to Hutch free cost Full talk facility

Only incoming facility Choate recharge

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CLASSIFICATION OF RESPONDENTS LEVEL OF

SATISFACTION

The following table number 6.17 shows theclassification of the respondents level of satisfaction.

TABLE NUMBER 6.17

Table showing the classification of Respondents level ofsatisfaction

Level of satisfaction Number ofRespondents

Percentage

Highly satisfied 9 7.89

Satisfied 35 30.70

Medium 45 39.47

Dissatisfied 23 20.18

Highly dissatisfied 2 1.75

Total 114 100

From the above table we are able notice that 7.89% ofrespondents were highly satisfied, 30.70 % of the respondents wereSatisfied , 39.47 % of the respondents were medium, 20.18 % of therespondents were dissatisfied , 1.75 % of the respondents were Highlydissatisfied .

INFERENCE:

Majority of the respondents were medium level ofsatisfied, and Minimum of the respondents were highly dissatisfied

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LEVEL OF SATISFACTION

8%

31%

39%

20%

2%

Highly satisfied Satisfied

Medium Dissatisfied

Highly dissatisfied

- 74 -


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RESPONDENTS SUGGEST TO IMPROVE THE

SATISFACTION LEVEL

The following table number 6.18 shows therespondents suggest to improving the satisfaction level.

TABLE NUMBER 6.18

Table showing the respondents suggest to improving thesatisfaction level.

Suggestions Number of Respondents

Percentage

Reduce the call cost 45 39.47

Increase the signalstrength

23 20.18

Reduce rental cost 29 25.44

Reduce deposit cost 17 14.91

Total 114 100

From the above table we are able notice that 39.47% ofrespondents were Reduce the call cost, 20.18 % of the respondents wereIncrease the signal strength , 25.44 % of the respondents were Reducerental cost , 14.91 % of the respondents were Reduce deposit cost tosuggest that .

INFERENCE:

Majority of the respondents were Reduce the callcost to suggest, and Minimum of the respondents were Reduce depositcost to suggest that.

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RESPONDENTS SUGGEST TO IMPROVE THE

SATISFACTION LEVEL

52.63

39.47

20.18

25.44

14.91

0 20 40 60 80 100 120 140 160 180

suggestions

Reduce the call cost Increase the signal strength Reduce rental cost Reduce deposit cost Bar 5

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BIVARIATED TABLE SHOWING AGE AND LEVEL OF

SATISFACTION TOWARDS HUTCH CELLULAR

SERVICE

TABLE NUMBER 6.19.1

Level ofsatisfaction

Age

Highlysatisfied

satisfied Medium Dissatisfied

Highlydissatisfied

Total

Below 20years

4 17 15 11 - 47

20-30 years 2 6 18 11 1 38

30-40 years 2 5 10 1 1 19

40-50 years 1 7 2 - - 10

Total 9 35 45 23 2 114

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EXPECTED FREQUENCY TABLE SHOWING AGE AND

LEVEL OF SATISFACTION TOWARDS HUTCH

CELLULAR SERVICE

TABLE NUMBER 6.19.2


Age

Highlysatisfied

satisfied Medium Dissatisfied Highlydissatisfied

Total

Below 20years

3.71 14.43 18.85 9.48 0.82 47

20-30years

3 11.67 15.00 7.67 0.67 38

30-40years

1.5 5.83 7.5 3.83 0.33 19

40-50years

0.79 3.07 3.95 2.02 0.18 10

Total 9 35 45 23 2 114

Row total * Column total

Expected frequency =Grand total

CHI-SQUARE TABLE SHOWING AGE AND LEVEL OF

SATISFACTION TOWARDS HUTCH CELLULARSERVICE

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TABLE NUMBER 6.19.3

O E O-E (O-E)2 (O-E)2

E

4 03.71 00.29 0.08 0.02217 14.43 2.57 06.60 .457

15 18.55 3.55 12.60 .679

11 09.48 1.52 2.31 .244

0 0.82 .82 .67 .817

2 03.00 1.00 1.00 .333

6 11.67 5.67 32.15 2.755

18 15.00 3.00 9.00 .600

11 07.67 3.33 11.09 1.446

1 00.67 .33 .11 .1642 01.50 .5 .25 .167

5 05.83 .83 .69 .118

10 07.50 2.5 6.25 .833

1 03.83 2.83 8.01 2.091

1 00.33 .67 .45 1.364

1 00.79 .21 .04 .051

7 03.07 3.93 15.44 5.029

2 03.95 1.95 3.80 0.962

0 02.02 2.02 4.08 2.0200 00.18 .18 .03 0.167

Total 12.141

Calculated chi-square =12.141Table value =7.692

When the relation between the demographic variable age and

overall satisfaction level towards HUTCH cellular service wastested .the null hypothesis was rejected and it was concluded that

there is relation between age and satisfaction level towardsHUTCH cellular service at 5% level of significance level.

BIVARIATED TABLE SHOWING GENDER AND LEVEL

OF SATISFACTION TOWARDS HUTCH CELLULAR

SERVICE

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TABLE NUMBER 6.20.1

Level of

satisfaction

gender

Highly

satisfied

satisfied Mediu

m

Dissatisfied Highly

dissatisfied

Total

Male 5 13 41 20 1 80

Female 4 22 4 3 1 34

Total 9 35 45 23 2 114

EXPECTED FREQUENCY TABLE SHOWING GENDER

AND LEVEL OF SATISFACTION TOWARDS HUTCH

CELLULAR SERVICE

TABLE NUMBER 6.20.2


gender

Highlysatisfied

satisfied Medium

Dissatisfied Highlydissatisfie

d

Total

Male 6.32 24.56 31.58 16.14 1.40 80

Female 2.68 10.44 13.42 6.86 6.86 34

Total 9 35 45 23 2 114

CHI-SQUARE TABLE SHOWING GENDER AND LEVEL

OF SATISFACTION TOWARDS HUTCH CELLULAR

SERVICE

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TABLE NUMBER 6.20.3

O E O-E (O-E)2 (O-E)2E

5 6.32 1.32 1.742 0.276

13 24.56 11.56 133.634 3.613

41 31.58 9.42 88.736 2.810

20 16.14 3.86 14.900 0.923

1 1.40 0.40 0.16 0.114

4 2.68 1.32 1.742 .650

22 10.44 11.56 133.634 12.800

4 13.42 9.42 88.736 6.6123 6.86 3.86 14.900 2.172

1 0.60 0.40 0.16 0.267

TOTAL 7.622

Calculated chi-square =7.622

Table value =0.711

When the relation between the demographic variable gender andoverall satisfaction level towards HUTCH cellular service wastested .the null hypothesis was rejected and it was concluded that

there is relation between gender and satisfaction level towardsHUTCH cellular service at 5% level of significance level.

BIVARIATED TABLE SHOWING OCCUPATION AND


CELLULAR SERVICE

TABLE NUMBER 6.21.1

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Level ofsatisfactionGender

Highlysatisfied


Total

Government

employee

3 5 6 4 - 18

Privateemployee

2 8 10 6 1 27

Professionals 1 12 22 8 1 44

Business 2 4 6 3 - 15

Others 1 6 1 2 - 10

Total 9 35 45 23 2 114

EXPECTED FREQUENCY TABLE SHOWING

OCCUPATION AND LEVEL OF SATISFACTION

TOWARDS HUTCH CELLULAR SERVICE

TABLE NUMBER 6.21.2

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gender

Highlysatisfied


Total

Governmentemployee

1.42 5.53 7.11 3.63 .32 18

Privateemployee

2.13 8.29 10.66 5.45 .47 27

Professionals 3.47 13.51 17.37 8.88 .77 44

Business 1.18 4.61 5.92 3.03 .26 15

Others 6.79 3.07 3.95 2.02 .18 10

Total 9 35 45 23 2 114

CHI-SQUARE TABLE SHOWING OCCUPATION AND


CELLULAR SERVICE

TABLE NUMBER 6.21.3

O E O-E (O-E)2 (O-E)2

E

3 1.42 1.58 2.496 1.7585 5.53 .53 .281 0.051

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6 7.11 1.11 1.232 0.173

4 3.63 .37 .137 0.038

0 .32 .32 .102 0.319

2 2.13 .13 .017 0.008

8 8.29 .29 .084 0.01010 10.66 .66 0.436 0.041

6 5.45 .55 .303 0.056

1 0.47 .53 .281 0.598

1 3.47 2.47 6.101 1.758

12 13.51 1.51 2.280 0.169

22 17.37 4.63 21.437 1.234

8 8.88 .88 .774 0.087

1 0.77 .23 0.053 0.069

2 0.79 1.21 1.464 1.8534 3.07 .93 .865 0.282

6 3.95 2.05 4.203 1.064

3 2.02 .98 .960 0.475

0 0.18 .18 .032 0.178

1 .79 .21 .044 0.056

6 3.07 2.93 8.585 2.797

1 3.95 2.95 8.703 2.203

2 2.02 .02 0.0004 0.0002

0 .18 .18 0.032 0.178Total 15.4552

Calculated chi-square =15.4552

Table value =7.962

When the relation between the demographic variable occupationand overall satisfaction level towards HUTCH cellular service wastested .the null hypothesis was rejected and it was concluded that

there is relation between occupation and satisfaction level

towards HUTCH cellular service at 5% level of significance level.

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FINDINGS

41.23% of the respondents of the age below 20 years, 33.33% ofthe respondents age between 21 - 30 years, 16.67% of therespondents age between 31 - 40 years, 8.77% of the respondentsage between 41 - 50 years.

70.18% of the respondents were Male and that 29.82% of therespondents were Female.

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15.79% of the respondents were government employees, 23.68%of the respondents were private employees, 38.60% of therespondents were professionals, 13.16% of the respondents were

business, and 8.77% of the respondents were others.

43.86% of the respondents were under graduate, 35.09% of therespondents were post graduate, 8.77% of the respondents were

professional, and 12.28% of the respondents were diploma.

30.70% of the respondents were postpaid, 69.30% of therespondents were prepaid customers.

52.63% of the respondents were less than 1year, 36.84% of the

respondents were 1 - 2 years, and 10.53% of the respondents were2 - 4 years.

36.84% of the respondents were Reduce call cost, 17.54% of therespondents were Improve network , 41.23% of the respondentswere 100 MSG per day , and 4.39% of the respondents were othersto privileged.

13.16% of the respondents were Television, 61.40% of therespondents were Friends and Relatives, 5.26% of the respondentswere News papers, 4.39% of the respondents were Magazines,13.16% of the respondents were Word of mouth, and 2.63% of therespondents were known about others

10.53% of respondents were Excellent, 36.84 % of therespondents were good, 35.96% of the respondents were normal,

and 16.67% of the respondents were poor to tell about networkconverges.

8.77% of respondents were Excellent ,31.58 % of the respondentswere Good , 45.61% of the respondents were normal , 12.29% ofthe respondents were poor, 1.75% of the respondents were very

poor to tell about SMS service.

4.39% of respondents were Excellent ,21.93 % of the respondentswere Good , 41.23% of the respondents were normal , 27.19% of

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the respondents were poor, 5.26% of the respondents were verypoor to tell about STD service.

77.19% of respondents were Excellent ,13.16 % of the

respondents were Good , 7.89% of the respondents were normal ,1.75% of the respondents were poor to told about voice quality.

16.67% of respondents were high cost ,68.42 % of therespondents were costly , 13.16% of the respondents were normal ,1.75% of the respondents were low cost to told about local landline charges.

4.39% of respondents were high cost ,12.28 % of the respondentswere costly , 65.79% of the respondents were normal , 15.79% ofthe respondents were low cost , 1.75% of the respondents werevery low cost to told about cell to cell charges.

45.61% of respondents were high cost ,35.09 % of therespondents were costly , 15.79% of the respondents were normal ,3.51% of the respondents were low cost to told about Roaming

charges.

15.79% of respondents were high cost ,23.68 % of therespondents were costly , 57.02% of the respondents were normal ,3.51% of the respondents were low cost to told about SMSservice charges.

75.44% of respondents were high cost ,22.81 % of the

respondents were costly , 1.75% of the respondents were normalto told about downloading game charges.

48.25% of respondents were high cost ,41.23 % of therespondents were costly , 10.53% of the respondents were normalto told about downloading ring tones charges.

37.72% of respondents were high cost, 50 % of the respondentswere costly, 12.28% of the respondents were normal to told aboutdownloading ring songs charges.

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21.93% of respondents were high cost, 64.91 % of therespondents were costly, 13.16% of the respondents were normal totold about news and scores update charges.

50.88% of respondents were less than 1 year, 44.74 % of therespondents were 1-2 years, and 4.39% of the respondents were 2-4years to be continuously used services.

16.67% of respondents were agree, 46.49 % of the respondentswere normal, and 36.84% of the respondents were disagree todeserve the loyalty.

23.68% of respondents were agree, 59.65 % of the respondents

were normal, and 16.67% of the respondents were strong ness ofthe loyalty.

63.16% of respondents were agree, 30.70 % of the respondentswere normal, and 6.14% of the respondents were disagree to thevalues of the people values and relationship .

46.49% of respondents were networking, 20.18 % of the

respondents were roaming charges, 15.79 % of the respondentswere daily rental and 17.54% of the respondents were high STDcharges to be storming of this service.

24.56% of respondents were switching to the other brand, and75.44% of the respondents were stay in that network.

50% of respondents were free SMS, 25% of the respondents weremore coverage, 17.86% of the respondents were call rates, and7.14% of the respondents were roaming charges of reason to

switching to other service.

4.65% of respondents were low cost, 5.81% of the respondentswere coverage, 20.93% of the respondents were Hutch to Hutchfree cost , 25.58% of the respondents were Full talk facility ,13.95% of the respondents were Only incoming facility, ,29.07% of the respondents were Choate recharge to reason for

told that .

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7.89% of respondents were highly satisfied, 30.70 % of therespondents were Satisfied , 39.47 % of the respondents weremedium, 20.18 % of the respondents were dissatisfied , 1.75 % ofthe respondents were Highly dissatisfied .

39.47% of respondents were Reduce the call cost, 20.18 % of therespondents were Increase the signal strength , 25.44 % of therespondents were Reduce rental cost , 14.91 % of the respondentswere Reduce deposit cost to suggest that.

When the relation between the demographic variable age andoverall satisfaction level towards HUTCH cellular service was

tested .the null hypothesis was rejected and it was concluded thatthere is relation between age and satisfaction level towardsHUTCH cellular service at 5% level of significance level.

When the relation between the demographic variable gender andoverall satisfaction level towards HUTCH cellular service wastested .the null hypothesis was rejected and it was concluded that

there is relation between gender and satisfaction level towardsHUTCH cellular service at 5% level of significance level.

When the relation between the demographic variable occupationand overall satisfaction level towards HUTCH cellular service wastested .the null hypothesis was rejected and it was concluded that

there is relation between occupation and satisfaction leveltowards HUTCH cellular service at 5% level of significance level.

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SUGGESTIONS

The postpaid service users have said that the network is good insouth Chennai .but not good in North Chennai. so they want theservice provider in the northern parts of Chennai.

The prepaid subscribers want a Tariff reductions Rs49 paise percall any local cell. And 100 short message service per day. Theseservices are providing competing service providers .so HUTCHmuch also provide these services.

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CONCLUSION

Customer is the king for any business, that too for serviceindustry where it becomes much more essential to get in conduct withcustomer. As stated by Philip Kotler that even satisfied customer wouldswitch over to other company, if better offer occurs. Since there is a stiffcompetition by Airtel, Aircel, Tata Indicom, Relance and BSNL. Hutchshould have to improve the service more to make there customers highly

satisfied. Communication becomes one of the essential basicinfrastructure industry which is developing fastly i.e. cellular service andmore customers would preferred with it in near future. Therefore weshould try to make the existing customer to get highly satisfied whichwould have good publicity about the services provided by the company.

As a research I feel that Hutch mobile service has all thepossibilities to improve the satisfaction level of the customer and

provided better service than any other concern does.

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BIBLIOGRAPHY

Marketing Management - Philip Kotlar

Marketing Research - Ramanuj Majumdar

Statistical Methods - S.P.Gupta

Website:

www.HUTCH.co.in

BEFORE PILOT STUDYA STUDY TO ANALYSE CUSTOMER LOYALTY AND SWITCHOVER PATTERNS REGARD TO HUTCH MOBILE

SERVICE AT CHENNAI

1. Name :

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http://www.hutch.co.in/http://www.hutch.co.in/


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2. Age :a) Below 20 ( ) b) 20-30 ( ) c) 30-40 ( )

d) 40-50 ( ) e) Above 50 ( )

3. Gender :

a) Male ( ) b) Female ( )

4. Occupationa) Govt.employee ( ) b) Pvt.employee ( ) c)Professionals( )

d) Business ( ) e) others ( )

5. Educational Qualification:a) Under Graduate ( ) b) Post Graduate ( ) c) Professional ( )d) Diploma or equivalent ( )

6. Are you subscriber of HUTCH mobile services?a)Yes ( ) b)No ( )

7. If yes which category of customer you belong to?

a) Postpaid ( ) b) Prepaid ( )

a) If you are a postpaid customer, how long you are subscribinghutch service?

b) If you are prepaid customer, how long you are subscribinghutch service?

8. If you are a postpaid service user what are the privileges you retain?

9. If you are a prepaid service user what are the privileges you retain?

10. How did you come to know about the HUTCH service ?a) Television ( ) b) Friends & Relatives ( )

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c) Newspaper ( ) d) Magazines ( )d) Word of Mouth ( ) e) Any Other (please specify)_____________

11. What is your opinion about network coverage ?


Postpaid

prepaid

12.What is your opinion regarding in SMS service ?


Postpaid

prepaid

13.What is your opinion about regarding in STD services ?


Postpaid

prepaid

14.What is your opinion regarding in voice quality ?


Postpaid

prepaid

15.What is your opinion about the charges made by HUTCH for its ?

a)Postpaid High cost Costly Normal Low Very low

Local land lineCell to cell

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Roaming charges

SMS services

Downloadinggames

Downloading ringtones

Downloading songs

News& scoresupdate charges

b)prepaid High cost Costly Normal Low Very low


Roaming charges

SMS services

Downloadinggames


Downloading songs


16.How likely are you to continued use this services from HUTCH ?

17.Please the rate your level of agreement with the following statement17.1 I believe the HUTCH deserves my loyalty Completely

Agree Normal Disagree

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1 2 3 4 5 6 7 8 9 10

Postpaid

Prepaid


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17.2 .Over the past year, my loyalty to company HUTCH has grownstronger completely


17.3. Company HUTCH values people and relationships ahead of shortterm goals Completely


18. Give three reasons for storming with HUTCH service

Postpaid Prepaid

1

2

3

19. Do you like switch over to another service ?

Yes ( ) No ( )If yes why ? ( tick)

Yes Postpaid Prepaid

1.High rate

2.Roaming

charges3.Coverage

If No why ? (tick)

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1 2 3 4 5 6 7 8 9 10Postpaid

Prepaid

1 2 3 4 5 6 7 8 9 10Postpaid

Prepaid


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20.What is your opinion regarding with overall satisfaction with HUTCHmobile services

Highlysatisfied


Postpaid

Prepaid

21. Your valuable suggestions for giving better services______________

Thanking you

AFTER PILOT STUDY

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No Postpaid Prepaid

1.low cost

2.All India roaming

3.Coverage

4.Free SMS

5.Hutch to Hutch free cost

6.Free monthly rental

7.Full talk time facility

8.Only incoming facility

9.Others( specify)


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A STUDY TO ANALYSE CUSTOMER LOYALTY ANDSWITCH OVER PATTERNS REGARD TOHUTCH MOBILE SERVICE AT CHENNAI

1. Name :

2. Age :a) Below 20 ( ) b) 20-30 ( ) c) 30-40 ( )

d) 40-50 ( ) e) Above 50 ( )

3. Gender :

a) Male ( ) b) Female ( )

4. Occupationa) Govt.employee ( ) b) Pvt.employee ( )c)Professionals ( )d) Business ( ) e) others ( )

5. Educational Qualification:

a) Under Graduate ( ) b) Post Graduate ( ) c) Professional ( )d) Diploma or equivalent ( )

6. Are you subscriber of HUTCH mobile services?a)Yes ( ) b)No ( )

7. If yes which category of customer you belong to?

a) Postpaid ( ) b) Prepaid ( )

c) If you are a postpaid customer, how long you are subscribinghutch service?

d) If you are prepaid customer, how long you are subscribing

hutch service?

8. If you are a postpaid service user what are the privileges you retain?a) Improve Network b) Reduce call costc) others

9. If you are a prepaid service user what are the privileges you retain?a)100 msg per day b) Rs 49 paise per call ratec) others

10. How did you come to know about the HUTCH service ?

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a) Television ( ) b) Friends & Relatives ( )c) Newspaper ( ) d) Magazines ( )

d) Word of Mouth ( ) e) Any Other (please specify)_____________

11. What is your opinion about network coverage ?


Postpaid

prepaid

12.What is your opinion regarding in SMS service ?


Postpaid

prepaid

13.What is your opinion about regarding in STD services ?


Postpaid

prepaid

14.What is your opinion regarding in voice quality ?


Postpaid

prepaid

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100/102

15.What is your opinion about the charges made by HUTCH for its ?

a)Postpaid High cost Costly Normal Low Very low


Roaming charges

SMS services

Downloadinggames


Downloading songs


b)prepaid High cost Costly Normal Low Very low

Local land line

Cell to cell

Roaming charges

SMS servicesDownloadinggames


Downloading songs


16.How likely are you to continued use this services from HUTCH ?

17.Please the rate your level of agreement with the following statement17.1 I believe the HUTCH deserves my loyalty Completely

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17.2 .Over the past year,my loyalty to company HUTCH has grownstronger Completely


17.3. Company HUTCH values people and relationships ahead of shortterm goals Completely


18. Give three reasons for storming with HUTCH service

a) Network ( ) b) roaming charges ( )c) Daily rental ( ) d) High STD charge ( )

19. Do you like switch over to another service ?

Yes ( ) No ( )If yes why ? ( tick)

Yes Postpaid Prepaid

1.High rate

2.Roamingcharges

3.Coverage

If No why ? (tick)

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1 2 3 4 5 6 7 8 9 10

Postpaid

Prepaid

1 2 3 4 5 6 7 8 9 10

Postpaid

Prepaid

1 2 3 4 5 6 7 8 9 10

Postpaid

Prepaid


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20.What is your opinion regarding with overall satisfaction with HUTCHmobile services

Highlysatisfied


Postpaid

prepaid

21. Your valuable suggestions for giving better servicesa) Reduce the cost of outgoing cost ( )

b) Reduce the rental cost ( )c) Reduce the deposit cost ( )d) Increase the signal strength ( )

Thanking you

No Postpaid Prepaid

1.low cost

2.All India roaming

3.Coverage

4.Free SMS

5.Hutch to Hutch free cost

6.Free monthly rental

7.Full talk time facility

8.Only incoming facility

9.Others( specify)

Documents

Hutch study Research