A

Summer training report

On

CONSUMER BEHAVIOUR WHILE CHOSSING NEW MOBILE

CONNECTION

Training Undertaken at

TATA INDICOM
Submitted in partial fulfillment for the
Award of degree of

Master of Business Administration

Submitted To:
SYED SHAHADAT ALI
MBA Part- 2

MAHARAJA COLLEGE OF MANAGEMENT

(Affiliated by RTU, Kota & Approved by AICTE, New Delhi)
Debari, Udaipur – 313003 (Rajasthan)
Tel.: 0294-2491531
E-mail: www.info@maharajacolleges.org
 Acknowledgement
I express my sincere thanks to my project guide, Ms Ranjeeta madhawani, Designation
__LECTURER_, Department Marketing_, for guiding me right form the inception till the successful
completion of the project. I sincerely acknowledge her for extending their valuable guidance, support
for literature, critical reviews of project and the report and above all the moral support she had
provided to me with all stages of this project.
I would also like to thank the supporting staff _Marketing_ Department, for their help and cooperation
throughout our project.

(Signature of Student)
Name of the Students
 PREFACE

The report represents the work done during the summer training. Which
constitute an important part of MBA degree? The objective of the training is to
enable the trainee to observe management problems and situation in real life
organization and to report the facts, observation and inferences.

As my area “Consumer Behavior while choosing New Mobile Connections”

of interest is marketing, a project was provided to me titled “so that I can
understand and learn the customer behavior and customer relationship
management of the telecom world.

I did my summer training of TATA TELESERVICES LIMITED UDAIPUR under

the guidance of Mr. Vishal Sharma (District head officer). I am pleased to work in
this esteemed organization.

The main emphasis of this training program was to develop an awareness about
the telecom industry, so that we can understand it’s process procedure, working
conditions and it’s future prospect.

I have tried my best to make this report a reader friendly and also did my level
best to fulfill the objectives of the summer training.
 ACKNOWLEDGEMENT

I express my sincere thanks to my project guide, Miss. RANJEETA

MADHWANI, Designation, “MARKETING” Deptt Marketing., for guiding me
right form the inception till the successful completion of the project. I sincerely
acknowledge her for extending their valuable guidance, support for literature,
critical reviews of project and the report and above all the moral support she
had provided to me with all stages of this project.

I would like to thank Mr. Vishal sharma (District head of TATA Tele services,
Udaipur) and whole department for their guidance and encouragement without
which satisfactory completion of the project was not possible.

SYED SHAHADAT ALI

 EXECUTIVE SUMMARY

In the present scenario service sector is having a major contribution in the growth
of the economy from the last five year telecom industry is growing at a fast pace
some significant players of the industry are Hutch Airtel BSNL Idea Tata indicom
etc. Incorporated in 1996, Tata Tele services is the pioneer of the CDMA 1x
technology platform in India.
It has embarked on a growth path since the acquisition of Hughes Tele.com
(India) Ltd [renamed Tata Tele services (Maharashtra) Limited] by the Tata
Group in 2002. It launched mobile operations in January 2005 and today enjoys a
pan-India presence through existing operations in all of India’s 22 telecom
Circles. The company is also the market leader in the fixed wireless telephony
market. The company’s network has been rated as the ‘Least Congested’ in India
for last four consecutive quarters by the Telecom Regulatory Authority of India
through independent surveys.
The first part given an overview of “TATA with detailing on Tata Tele services.”
The information was compiled by having first hand interaction with Tata Tele
services officials referring journals magazines and the websites.
The second part include “Understanding the Marketing mix of Tata Tele services
Here I studied the marketing mix element with respect to Tata Tele services.
The third part is a research on Measuring the ““Consumer Behavior while
choosing New Mobile Connections” for this purpose data was collected
through survey from both retailers and customers by mean of a questionnaire.
Which was analyzed and interpret.
 CONTENT

CHAPTER DISCRIPTION PAGE NO.

NO.

PREFACE

ACKNOWLEDGE

EECUTIVE SUMMARY

1 INTODUCTION OF INDUSTRY 1-5

2 INTODUCTION OF COMPANY 6-17

3 RESARCH METHODLOGY 18-22

4 DATA ANALYSIS AND INTERPRETAION 23-39

5 FACTS AND FINDINGS 40-43

6 CONCLUSION AND SUGGESTION 44-46

7 QUESTIONNAIRE 47-54

TABL DISCRIPTION PAGE NO.

E NO.

CHAPTER 4

1 Chi-Square Analysis On The Relationship Between 25

Gender And Satisfaction With Regarding The Cell Phone
 Service Provider

2 Chi-Square Analysis On The Relationship Between Age 26

And Satisfaction With Regarding The Cell Phone Service
Provider

3 Chi-Square Analysis On The Relationship Between 28

Marital Status And Satisfaction With Regarding The Cell
Phone Service Provider

4 Chi-Square Analysis On The Relationship Between 30

Educational Qualification And Satisfaction With
Regarding The Cell Phone Service Provider

5 Consumer Preference Towards Cell Phone Service 32

Providers

6 Consumer’s preference towards cell phone service 34

providers on the basis of age group

7 Composition of respondents on the basis of Marital 36

status

8 Composition Of Respondents On The Basis Of 38

Educational Qualification

CHAPTER 1
INTRODUCTION OF
INDUSTRY
INDIAN TELECOM INDUSTRY
The telecom network in India is the fifth largest network in the world meeting up
with global standards. Presently, the Indian telecom industry is currently slated to
an estimated contribution of nearly 1% to India’s GDP.

India’s telecom industry earns Rs.371 bn revenue in Q2

The adjusted gross revenue (AGR) for the quarter is placed at Rs.273 billion
(Rs.27,357 crore) as against Rs.26,990 crore (Rs.269 billion) for the previous
quarter, thereby showing an increase of 1.36 percent.

‘The total subscriber base of the wireline and wireless services reached 353.66
million for the quarter ending September as against 325.79 million for the quarter
ending June, thus registering an increase of 8.55 percent during the quarter,’ it
said. The tele-density too reached 30.64 in the September quarter as compared
to 28.33 for the previous quarter, TRAI said.

Though the wireless subscribers increased from 286.87 million to 315.31 million,
the wireline subscriber base decreased for the quarter to 38.35 million from 38.92
million in quarter ending June.

However, the average revenue per user (ARPU) for GSM subscribers, all India
segment, decreased 7.53 percent from Rs.239 in June to Rs.221 in September.

ARPU for postpaid service showed a decline of 2.8 percent from Rs.600 to
Rs.584 during the quarter. Prepaid service also showed a 7.5 percent decline in
ARPU from Rs.204 in June to Rs.189, Trai said.

As regards the CDMA segment, all India blended ARPU (per month) for the
second quarter is Rs.122 as compared to Rs.139 for the previous quarter.

The internet wireline subscribers witnessed a growth of 12.24 million for the
quarter against 11.66 million during the previous quarter registering a growth of
4.97 percent.
State-run telecom operator Bharat Sanchar Nigam Ltd (BSNL) retained its top
position and reported a subscriber base of nearly 6.38 million internet subscribers
against 5.94 million at the end of last quarter, TRAI said.
An 11.87 percent growth was registered in the number of broadband subscribers
in this quarter.

The second quarter also witnessed a spurt in number of free-to-air (FTA) and pay
channels being carried by the cable networks for television. Currently, there are
161 FTA channels and 129 pay channels as reported by 19 broadcasters/their
distributors at the quarter ending September.

However, no new private FM radio station came into operation in the quarter
under review, TRAI said. Also, no direct-to-home (DTH) license was issued.

Though the telecom industry saw various ups and downs, the sector witnessed
international investor community betting on the Indian market.

Norway-based Telenor, the world’s seventh largest telecom operator, bought a

new-generation telecom company Unitech Wireless by paying $1.29 billion for a
60 percent stake.

Similarly, another start-up, Swan Telecom, which did not have a single
subscriber, sold a 45 percent stake to the UAE’s Etisalat for $900 million, taking
the company’s book value to $2 billion.A total of 28.44 million subscribers was
added in this quarter, the Telecom Regulatory Authority of India (TRAI) said in a
statement.

At 110.01 million connections ' Indian Telecom Industry' is the fifth largest and
fastest growing in the world. The subscriber base has grown by 40% in 2005 and
is expected to reach 250 million in 2007.

Over the last 3 years, two out of every three new telephone connections were
wireless. Consequently, wireless now accounts for 54.6% of the total telephone
subscriber base, as compared to only 40% in 2003. Wireless subscriber growth is
expected to grow at 2.5 million new subscribers every month in 2007. The
wireless subscriber base skyrocketed from 33.69 million in 2004 to 62.57 million
in FY 2004 -2005. The wireless technologies currently in use ' Indian Telecom
Industry ' are Global System for Mobile Communications (GSM) and Code
Division Multiple Access (CDMA). There are primarily 9 GSM and 5 CDMA
operators providing mobile services in 19 telecommunication circles and 4 metro
cities, covering more than 2000 towns across the country. And the numbers are
still growing for ' Indian Telecom Industry '. ' Telecom Industry in India ' is
regulated by 'Telecom Regulatory Authority of India' (TRAI). It has earned good
reputation for transparency and competence. Three types of players exists in '
Telecom Industry India ' community –
1851 First operational land lines were laid by the government near
Calcutta (seat of British power)
1881 Telephone service introduced in India
1883 Merger with the postal system
1923 Formation of Indian Radio Telegraph Company (IRT)
1932 Merger of ETC and IRT into the Indian Radio and Cable
Communication Company (IRCC)
1947 Nationalization of all foreign telecommunication companies to form
the Posts, Telephone and Telegraph (PTT), a monopoly run by the
Government's Ministry of Communications
1985 Department of Telecommunications (DOT) established, an exclusive
provider of domestic and long-distance service that would be its own
regulator (separate from the postal system)
1986 Conversion of DOT into two wholly government-owned companies:
the Videsh Sanchar Nigam Limited (VSNL) for international
telecommunications and Mahanagar Telephone Nigam Limited
(MTNL) for service in metropolitan areas.
1997 Telecom Regulatory Authority of India created.
1999 Cellular Services are launched in India. New National Telecom
Policy is adopted.
2000 DoT becomes a corporation, BSNL

India Telecom Industry Report, 2008

The telephone coverage in India rose to 34.50% in Jan, 2009 from 33.23% in
Dec, 2008, indicating huge market potential, especially in rural areas. The cell
phone subscribers increased 10.81 million in Dec, 2008 and 15.40 million in
Jan,2009.

Up to the end of Jan, 2009, the total number of cell phone subscribers in India
had reached 362.3 million, the fixed phone subscribers dropped to 37.75 million
from 37.9 million in Dec, 2008, and the broadband subscribers increased to 5.65
million from 5.45 million.

India has been divided into 19 business regions and four large city serviceregions
in the mobile market, and it had issued 78 licenses to 22 companies. According
to the national unified license system, the basic telephone operators also can
apply for mobile business.

Currently, there are over 140 GSM and CDMA operators in India, and the fierce
competition makes the cell phone expense of subscribers shrink to just one third
of the figure in 2003. According to the statistics in the fourth quarter of 2008, the
average monthly mobile phone expense per GSM subscriber was about INR220,
and INR111 for each CDMA subscriber.

In 1998, Indian government issued the open-door policy in the field of

Internet, and now more than 400 operators have gotten ISP license. The
report focuses on India telecom market, India telecom industry
development strategy and investment, India telecom business and key
operators, involving fixed phone, mobile communication and broadband &
internet.

CHAPTER 2
INTRODUCTION OF
COMPANY
ABOUT TATA GROUP
“One hundred years from now, I expect the Tatas to be much bigger than it is
now. More importantly, I hope the group comes to be regarded as being the best
in India — best in the manner in which we operate, best in the products we
deliver and best in our value systems and ethics. Having said that, I hope that a
hundred years from now we will spread our wings far beyond India..."
RATAN TATA

HISTORY
The beginnings of Tata Group can be traced back to 1868,] when Jamsetji
Nusserwanji Tata established a trading company dealing in Opium in Bombay.
This was followed by the installation of Empress Mills in Nagpur in 1877. Taj
Mahal Hotel in Bombay was opened for business in 1903. Sir Dorab Tata, the
eldest son of Jamsetji became the chairman of the group after his fathers death
in 1904. Under him, the group ventured into steel production (1905) and
hydroelectric power generation(1910). After the death of Dorab Tata in 1934,
Nowroji Saklatwala headed the group till 1938. He was succeeded by JRD Tata.
The group expanded significantly under him with the establishment of Tata
Chemicals (1939), Tata Motors and Tata Industries (both 1945), Voltas (1954),
Tata Tea (1962), Tata Consultancy Services (1968) and Titan Industries (1984).
Ratan Tata, the incumbent chairman of the group succeeded JRD Tata in 1991.

Tata companies operate in seven business sectors: communications and

information technology, engineering, materials, services, energy, consumer
products and chemicals. They are, by and large, based in India and have
significant international operations. The total revenue of Tata companies, taken
together, was $70.8 billion (around Rs325,334 crore) in 2008-09, with 64.7 per
cent of this coming from business outside India, and they employ around 357,000
people worldwide. The Tata name has been respected in India for 140 years for
its adherence to strong values and business ethics.

Every Tata company or enterprise operates independently. Each of these

companies has its own board of directors and shareholders, to whom it is
answerable. There are 27 publicly listed Tata enterprises and they have a
combined market capitalisation of some $60 billion, and a shareholder base of
3.5 million. The major Tata companies are Tata Steel, Tata Motors, Tata
Consultancy Services (TCS), Tata Power, Tata Chemicals, Tata Tea, Indian
Hotels and Tata Communications.
Tata Steel became the sixth largest steel maker in the world after it acquired
Corus. Tata Motors is among the top five commercial vehicle manufacturers in
the world and has recently acquired Jaguar and Land Rover. TCS is a leading
global software company, with delivery centres in the US, UK, Hungary, Brazil,
Uruguay and China, besides India. Tata Tea is the second largest branded tea
company in the world, through its UK-based subsidiary Tetley. Tata Chemicals is
the world’s second largest manufacturer of soda ash and Tata Communications
is one of the world’s largest wholesale voice carriers.

In tandem with the increasing international footprint of Tata companies, the Tata
brand is also gaining international recognition. Brand Finance, a UK-based
consultancy firm, recently valued the Tata brand at $9.92 billion and ranked it
51st among the world's Top 100 brands. Businessweek magazine ranked Tata
13th among the '25 Most Innovative Companies' list and the Reputation Institute,
USA, recently rated it 11th on its list of world's most reputable companies.

Founded by Jamsetji Tata in 1868, Tata’s early years were inspired by the spirit
of nationalism. It pioneered several industries of national importance in India:
steel, power, hospitality and airlines. In more recent times, its pioneering spirit
has been showcased by companies such as TCS, India’s first software company,
and Tata Motors, which made India’s first indigenously developed car, the Indica,
in 1998 and recently unveiled the world’s lowest-cost car, the Tata Nano.

Tata companies have always believed in returning wealth to the society they
serve. Two-thirds of the equity of Tata Sons, the Tata promoter company, is held
by philanthropic trusts that have created national institutions for science and
technology, medical research, social studies and the performing arts. The trusts
also provide aid and assistance to non-government organisations working in the
areas of education, healthcare and livelihoods. Tata companies also extend
social welfare activities to communities around their industrial units. The
combined development-related expenditure of the trusts and the companies
amounts to around 4 per cent of the net profits of all the Tata companies taken
together.
Going forward, Tata is focusing on new technologies and innovation to drive its
business in India and internationally. The Nano car is one example, as is the Eka
supercomputer (developed by another Tata company), which in 2008 was ranked
the world’s fourth fastest. Anchored in India and wedded to traditional values and
strong ethics, Tata companies are building multinational businesses that will
achieve growth through excellence and innovation, while balancing the interests
of shareholders, employees and civil society.

INTRODUCTION
Tata Teleservices Limited spearheads the Tata Group’s presence in the telecom
sector. The Tata Group had revenues of around US $62.5 bn in Financial Year
2007-08, and includes over 90 companies, around 350,000 employees worldwide
and more than 3.2 million shareholders.

Incorporated in 1996, Tata Teleservices is the pioneer of the CDMA 1x

technology platform in India. It has embarked on a growth path since the
acquisition of Hughes Tele.com (India) Ltd [renamed Tata Teleservices
(Maharashtra) Limited] by the Tata Group in 2002. It launched mobile operations
in January 2005 and today enjoys a pan-India presence through existing
operations in all of India’s 22 telecom Circles. The company is also the market
leader in the fixed wireless telephony market. The company’s network has been
rated as the ‘Least Congested’ in India for last four consecutive quarters by the
Telecom Regulatory Authority of India through independent surveys.

Tata Teleservices Limited now also has a presence in the GSM space, through
its joint venture with NTT DOCOMO of Japan, and offers differentiated products
and services under the TATA DOCOMO brand name. TATA DOCOMO arises out
of the Tata Group’s strategic alliance with Japanese telecom major NTT
DOCOMO in November 2008. TATA DOCOMO has received a pan-India license
to operate GSM telecom services—and has also been allotted spectrum in 18
telecom Circles and will roll out its services shortly, starting with South India.

TATA DOCOMO marks a significant milestone in the Indian telecom landscape,

as it stands to redefine the very face of telecoms in India. Tokyo-based NTT
DOCOMO is one of the world’s leading mobile operators—in the Japanese
market, the company is the clear market leader, used by over 50 per cent of the
country’s mobile phone users.

Today, Tata Teleservices Ltd, along with Tata Teleservices (Maharashtra) Ltd,
serves over 36 million customers in more than 320,000 towns and villages across
the country, with a bouquet of telephony services encompassing Mobile Services,
Wireless Desktop Phones, Public Booth Telephony and Wireline Services. Other
services include value-added services like Voice Portal, Roaming, Post-paid
Internet Services, Three-way Conferencing, Group Calling, Wi-Fi Internet, USB
Modem, Data Cards, Calling Card Services and Enterprise Services. Some of the
other products launched by the company include Pre-paid Wireless Desktop
Phones, Public Phone Booths, Mobile Handsets and Voice & Data Services such
as BREW Games, Voice Portal, Picture Messaging, Polyphonic Ring Tones, and
Interactive Applications like news, cricket, astrology, etc.

In December 2008, Tata Teleservices announced a unique reverse equity swap

strategic agreement between its fully-owned telecom tower subsidiary, Wireless
TT Info-Services Limited, and Quippo Telecom Infrastructure Limited—with the
combined entity kicking off operations with 18,000 towers, thereby becoming the
largest independent entity in this space. Tata Teleservices’ bouquet of telephony.

services includes mobile services, wireless desktop phones, and public booth
telephony and wireline services.
1.1
TATA GROUP

TATA GROUP –CORE VALUES

KEY TELECOM PLAYERS IN INDIA
The title of my project is “Consumer Behavior While Chossing New Mobile
Connections” first of all we need to understand that “What is consumer buying
behavior?”

Before business can develop marketing strategies, they must understand what
factors influence buyer’s behavior and how they make purchase decisions to
satisfy their needs and want .Buyers are moved by a complex set of deep and
subtle emotions .here are also several stages through which the consumer
exhibit before deciding to purchase goods or services. These include 5 steps
which are: problem or need recognition, information search, alternative
evaluation, purchase and post-purchase evaluation.

IMPORTANCE OF CONSUMER SATISFACTION

The needs to satisfy customer for success in any commercial enterprise is very
obvious. The income of all commercial enterprise is derived from the payments
received for the products and services supplied to its customers. If there is no
customer there is no income and there is no business. Then the core activity of
any company is to attract and retain customers. It is therefore no surprise that
Peter F Drucker the renowned management Guru, has said “to satisfy the
customers is the mission and purpose of every business”. Satisfaction of
customer is essential for retention of customer’s and for continuous sales of
establishes the needs for and the importance of customer satisfaction. The
satisfaction of consumers is different from one to another. Became, each
consumer has the different behavior in their life. So, the marketer satisfies the
consumer, he must very well know the behavior of consumer.

CONSUMER BUYING BEHAVIOR

Consumer behavior refers to the mental and emotional process and the
observable behavior of consumers during searching, purchasing and post
consumption of a product or service.

Consumer behavior involves study of how people buy, what they buy, when they
buy and why they buy. It blends the elements from psychology, sociology, socio-
psychology, anthropology and economics.

Buyer behavior has two aspects: the final purchase activity visible to any
observer and the detailed or short decision process that may involve the interplay
of a number of complex variables not visible to anyone.

FACTORS AFFECTING CONSUMER BUYING BEHAVIOR Consumer buying

behavior is influenced by the major three factors:

1. Social Factors
2. Psychological Factors
3. Personal Factors.

CONSUMER BUYING DECISION PROCESS

Consumer buying decision process is the processes undertaken by
consumer in regard to a potential market transaction before, during and
after the purchase of a product or service.

Consumer decision making process generally involves five stages-:

Problem Recognition
Purchase decision making process begins when a buyer becomes aware of an
unsatisfied need or problem. This is the vital stage in buying decision process
because without recognizing the need or want, an individual would not seek to
buy goods or service.

There are several situations that can cause problem recognition, these include:
 Depletion of stock
 Dissatisfaction with goods in stock
 Environmental Changes
 Change in Financial Situation
 Marketer Initiated Activities

Information Search
After the consumer has recognized the need, he / she will try to find the means to
solve that need. First he will recall how he used to solve such kind of a problem in
the past, this is called nominal decision making. Secondly, a consumer will try to
solve the problem by asking a friend or goes to the market to seek advice for
which product will best serve his need, this is called limited decision making.

Sources of information include:

 Personal sources
 Commercial Sources
 Public sources
 Personal experience
The user of the phone after recognizing that her phone is damaged, she will
eventually try to find out how she can repair her phone. If she cannot repair it
herself she will ask a friend help out, if the friend cannot solve the problem .she
will go to mobile repair shop, if they also cannot repair it then she will try to find
which mobile phone is good and that can serve her need. In this process of
information collection it will yield awareness of set of brands of mobile
connections she can buy.

Alternatives evaluation
Consumers’ evaluates criteria refer to various dimension; features,
Characteristics and benefits that a consumer desires to solve a certain problem.
Product features and its benefit is what influence consumer to prefer that
particular product. The consumer will decide which product to buy from a set of
alternative products depending on each unique feature that the product offers
and the benefit he / she can get out of that feature.

Purchase Action
This stage involves selection of brand and the retail outlet to purchase such a
product. Retail outlet image and its location are important. Consumer usually
prefers a nearby retail outlet for minor shopping and they can willingly go to a far
away store when they purchase items which are of higher values and which
involve higher sensitive purchase decision. After selecting where to buy and what
to buy, the consumer completes the final step of transaction by either cash or
credit.

Post-purchase Actions
Consumer favorable post-purchase evaluation leads to satisfaction.
Satisfaction with the purchase is basically a function of the initial
performance level expectation and perceived performance relative to those
expectations. Consumer tends to evaluate their wisdom on the purchase of that
particular product. This can result to consumer experiencing post purchase
dissatisfaction. If the consumer’s perceived performance level is below
expectation and fail to meet satisfaction this will eventually cause dissatisfaction,
and so the brand and/ or the outlet will not be considered by the consumer in the
future purchases. This might cause the consumer to initiate complaint behavior
and spread negative word-of-mouth concerning that particular product.

If she decided to buy a multimedia phone she will try to compare the quality of
music it provides and pictures taken if they meet her expectations. If she will find
that her expectation are meeting she will be satisfied, if she found that there are
more additional features that she did not expect this mobile phone to have, she
will be delighted, otherwise, she will be dissatisfied.

Since my title is “Consumer behavior during taking new mobile

connections”, I need to do the survey of existing/new consumers of the service
of different cellular service providers. Hence, my project is totally based on
comparative analysis of different attributes shaping the consumer behavior during
taking new mobile connections. Till date I have completed the survey of 150
consumers of different cellular service providers and I got many Suggestions &
Recommendations from the customers.

CHAPTER 3
RESEARCH
METHODOLOGY
RESEARCH METHODOLOGY
Research is a systematic effort to gain new knowledge.
Research is a movement of knowledge from known to unknown from the
available place to the required place.

Research methods:
Those methods which are used by the researcher during the course of studying
are research problem are termed as research methods.

Research methodology:
The research methodology, not only the research methods are but also consider
the logic behind the methods. They are in the contest of our research studied.
And explain why we are using a particular method or techniques and we are not
using others.

Title of the study

During the survey in the market I have done different processes. At th e starting
our cordinater gives us some field work.in this process I completed the survey in
Udaipur city. Our title of study was the use of data card of the consumer in
Udaipur city. For complete the job we have done different surveys personaly
contect with peoples,and also collect the data from data user.

Duration of the project

From the 1st of june2009 we have started our project work. And 15 july 2009 is th
e last day for our work. In those 45 days I have mainly concern on the use of data
card of tata indicom in the Udaipur city.

Objective of the study

Our objective was clear as the tata tele services have. At Tata our purpose is to
improve the quality of life of the communities we serve. We do this through
leadership in sectors of economic significance, to which the group brings a
unique set of capabilities. This requires us to grow aggressively in focused areas
of business.

RESEARCH DESIGN
Descriptive research design:
In includes surveys, and facts finding enquires of different kinds. The major
purpose of descriptive research is description of state of affairs as it exists at
present. The main character of this method is that the researcher has no control
over the variables. He can report what has happened? Or what is happening?
Nature of data:
In this study primary data are used.

Collection of data:
The data were collected from the respondents through the distribution of
questionnaire.

Area of the study-

This study covers Udaipur city only.

Sample size - The sample size covered for the purpose of this study is 190.

Scope of this study:

The present study is contained to Udaipur and it is decided to consider Airtel,
Tata Indicom and other cell phone service rendered to the customers. In Udaipur
there are six cellular services available - Airtel,Tata Indicom, BSNL, Vodafone
and Reliance Comm. The main objectives of this study is to analyze the
customer behavior during taking new mobile connections and consumers of
different cellular service providers of Udaipur city has been taken for the current
research work.

Statement of problem:
In our country the growth of service marketing especially telecom industry is still
in its infancy stage, as compared to the industrially advanced countries. It is for
the fact that the economy of our country has been in the developing stage. There
are various cellular service services providers in our country and they are playing
an essential role in fulfilling the needs of the customers. Now-a-days, the
customers are more dynamic. Their taste, needs and preference can be changing
as per current scenario. Hence the development of cellular industry mainly
depends on the customer satisfaction. However the following questions may arise
regarding customer satisfaction
1. Does the cell industry satisfy the social responsibility?
2. What are the expectations by the customer’s regarding service provided
by the cell phone service provider?
 3. Whether the service provided by cell phone industry is satisfyin the
customers?
4. Are the facilities available adequate to satisfy the customers?

REVIEW OF LITERATURE
A brief literature would be of immense help to the researcher in gaining insight
into selected problem. The researcher would gain good background knowledge of
the problem by reviewing certain studies. A reference to these entire studies will
be related in the context of the shaping the present study.
1. Samuel, “customer satisfaction for cellular services, a study with a
reference to BPL and Aircel mobile connections and services”, an
unpublished M.Phil. Dissertation, submitted to Bharathiar University
Coimbatore, December 2002.
2. Sree Nandhini, in her study shows that attitude of the respondents
using cell connections was not influenced by either education or occupation
and income.
3. Sree Nandhini, “an investigation of user perception and altitude to
cellular phone in Coimbatore”, an unpublished submitted to Bharathiar
University, December, 2001.
4. P. Adhavan (2003), in his study “existing customer relation” found that
the dealer’s service regarding Aircel cellular is highly satisfactory.
5. Hutchison’s managing director Asin Ghosh 2005 says in the article,
6. “Telecommunication” telecommunication is such a huge sector and it is
so easy to be reduced by its different points, but thankfully we were”
7. Asin Glosh, “telecommunication” business world 27th January 2003
.LIMITATIONS OF THE STUDY
Though the detailed investigation is made in the present study, still there are
following limitations. This study is restricted only to the Udaipur. So, the results
may not be applicable to other areas.
 This study is based on the prevailing customer’s satisfaction. But the
customer’s satisfaction may change according to time, fashion, technology,
development, etc.
 As per the population of the study is huge, a sample size of 190 sample
respondents is only covered till now.
  Lack of awareness about the Company’s products & services among the
customers may hamper the primary data collection.
 Data collection of exact data for the research is not possible because there
is a gap between what respondent say and what they actually do.
 Information provided by the customers may not be accurate. They may
hide some of the information at the time of filling up the questionnaires.

Tools for analysis:

Along with the usual statistical tools such as tables, percentages, barcharts, I
have used chi-squire test for analyzing the data and arriving at the conclusion

Chapter 4
Data Analysis and
Interpretation
CHI-SQUARE Chi-square test is one of the simplest and most widely used
nonparametric tests in statistical work. This test was first used by Karl Pearson in
the year 1900. The quantity describes the magnitude of the discrepancy between
theory and observation. It is a method to test the relationship between the
theoretical (hypothesis) & the observed value.

Chi – square test (X2) = Σ (O – E)2 / E

Degrees Of Freedom = V = (R – 1) (C -1)
Where,

‘O’ = Observed Frequency

‘E’ = Expected Frequen
‘R’ = Number of Rows
‘C’ = Number of Columns

For all the chi-square test the table value has taken @ 5% level of
significance.
TABLE NO. 1
CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN GENDER AND
SATISFACTION WITH REGARDING THE CELL PHONE SERVICE PROVIDER

Gender LEVEL OF SATISFACTION TOTAL

HIGH MODERATE LOW
MALE 23 97 38 158
FEMALE 9 18 5 32
TOTAL 32 105 43 190

HO: There is no significant relationship between gender and level of satisfaction.

H1: There is significant relationship between gender and level of satisfaction.
O E O-E (O-E)2 (O-E)2/E
23 26.6105 -3.6105 13.036 .49
97 87.316 9.864 93.8 1.074
38 35.8 2.2 4.84 .135
9 5.39 3.61 13.03 2.417
18 17.7 0.3 .09 5.085
5 7.242 -2.242 5.027 .6941
TOTAL 9.8915

X2 = Σ (O-E)2 / E = 9.851
Number of degree of freedom:
ndf = (row-1) (column –1)
= (1) (2)
=2
Table value of x2 at 5% level of significance = 5.99
Conclusion:
HO is rejected since the calculated value of x2 (9.8951) is more than the table
value of x2(5.99) hence there is a significant relationship between level of
satisfaction and gender.

TABLE NO. 2
CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN AGE AND
SATISFACTION WITH REGARDING THE CELL PHONE SERVICE PROVIDER
AGE LEVEL OF SATISFACTION TOTAL
HIGH MODERATE LOW
Up to 25 11 56 13 80
25-35 9 34 17 60
35-55 4 35 5 44
Greater than 55 0 4 2 6
Total 24 129 37 190

HO: There is no significant relationship between age and level of Satisfaction.

H1: There is significant relationship between age and level of Satisfaction.

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

11 10.105 0.9 O.81 .080
9 7.6 1.4 1.96 .26
4 5.6 -1.6 2.56 .46
0 .8 -O.8 .64 .8
56 54.3 1.7 2.89 .053
34 40.73 -6.73 45.29 1.11
35 29.9 5.1 26.01 .87
4 4.07 -0.07 .0049 .0012
13 15.6 .26 6.76 .43
17 11.7 5.3 28.09 2.4
5 8.6 -3.6 12.96 1.506
2 1.17 .83 .69 .59
TOTAL 8.56
X2 = Σ (O-E)2 / E = 8.56
Number of degree of freedom:
ndf = (row-1) (column
= (4-1) (3-1)
=6
Table value of x2 at 5% level of significant = 12.59

Conclusion:
HO is accepted since the calculated value of x2 (8.56) is lesser than the table
value of x2 (12.59) hence there is no significant relationship between level of
satisfaction and age.

TABLE NO: 3
CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN MARITAL
STATUS AND SATISFACTION WITH REGARDING THE CELL PHONE
SERVICE PROVIDER
MARITAL LEVEL OF SATISFACTION TOTAL
STATUS HIGH MODERATE LOW

MARRIED 23 51 18 92

UNMARRED 14 67 17 98

TOTAL 37 118 35 190

HO: There is no significant relationship between marital status and level of

satisfaction.
H1: There is significant relationship between marital status and level of
satisfaction.
O E O-E (O-E)2 (O-E)2/E
23 17.9 5.1 26.01 1.45
14 19.08 -5.08 25.8 1.35
51 57.1 -6.1 37.21 .65
67 60.86 6.14 37.7 .619
18 16.94 1.06 1.12 0.067
17 18.05 -1.05 1.1025 .57
TOTAL 4.193
X2 = Σ (O-E) 2
/ E = 4.193
Number of degree of freedom:
ndf = (row-1) (column –1)
= (1) (2)
=2
Table value of x2at 5% level of significant = 5.99

Conclusion:
HO is accepted since the calculated value of x2 (4.193) is less than the table
value of (5.99) hence there is no significant relationship between level of
satisfaction and marital status.
TABLE NO. 4
CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN
EDUCATIONAL QUALIFICATION AND SATISFACTION WITH REGARDING
THE CELL PHONE SERVICE PROVIDER
MONTHLY INCOME LEVEL OF TOTAL
SATISFACTION
HML
BELOW 5000 5 44 3 52
BETWEEN 5000-10,000 7 15 6 28
BETWEEN 10,000-15,000 8 52 16 76
BETWEEN 15,000-20,000 4 13 4 21
ABOVE 20,000 1 7 5 13
TOTAL 25 131 34 190
HO: There is no significant relationship between monthly income and level of
satisfaction.
H1: There is significant relationship between monthly incom and level of
satisfaction.
0 E O-E (O-E)2 (O-E)2/E
11 10.6 -4 .16 .01509
22 24.82 -2.82 7.95 .320
8 7.25 .75 .5625 .078
12 10.32 1.68 2.82 .273
9 11.2 -2.2 4.84 .432
25 26.23 -1.3 1.69 .064
7 7.7 -0.7 .49 .063
15 10.9 4.1 16.81 1.54
18 16.2 1.8 3.24 .2
42 37.9 4.1 16.81 .44
11 11.08 -0.08 .0064 .0058
10 15.8 -5.8 33.64 2.12
TOTAL 5.5

X2 = Σ (O-E) 2 / E = 5.5
Number of degree of freedom:
N d f = (row-1) (column –1)
= (3) (2)
=6
Table value of x2 at 5% level of significant = 12.59

Conclusion
HO is accepted since the calculated value of x2 (5.55) is less than the table value
of x2 (12.59) hence there is no significant relationship between level of
satisfaction and educational qualification.
 ANALYSIS AND INTERPRETATION
TABLE NO.-5

CONSUMER PREFERENCE TOWARDS CELL PHONE SERVICE

PROVIDERS

S.NO NAME OF THE NUMBER OF PERCENTAGE

CELLULAR RESPONDENTS OF
SERVICE RESPONDENTS
PROVIDER
1. AIRCEL 26 13.68
2. AIRTEL 65 34.21
3. TATA INDICOM 17 8.94
4. RELIANCE 39 20.52
5. BSNL 34 17.89
6. VODAFONE 9 4.736
TOTAL 190 100
INFERENCE:

Most of the respondents are using Airtel (34.21%) and 20.52% of the
respondents are using Reliance Com. About 17.89% are using BSNL, while
13.68% are using Aircel. Others are used different cell phone service provider
 TABLE NO: 6

Consumer’s preference towards cell phone service providers

on the basis of age group

S.NO NAME OF UPTO 25 25-35 YEARS 35-55 YEARS MORE THAN TOTAL
CELLULAR YEARS 55 YEARS

SERVICE
NO % OF NO. % OF NO. % OF NO % OF NO. % OF
PROVIDER
. RESP OF RESP OF RESP . RESPON OF RESP
OF ONDE RESP ONDE RES ONDE OF DENTS RES ONDE
RE NTS ONDE NTS PON NTS RE PON NTS
SP NTS DEN SP DEN
ON TS ON TS
DE DE
NT NT
S S

1. AIRCEL 11 10 8 18.18 6 10 1 16.67 26 13.68

2. AIRTEL 32 25 16 36.86 15 25 2 33.33 65 34.21

3. TAAT 11 6.67 2 4.54 4 6.67 0 0 17 8.94

INDICOM
4. RELIANCE 13 28.33 8 18.18 17 28.33 1 16.67 39 20.52

5. BSNL 7 25 10 22.72 15 25 2 33.33 34 17.89

6. VODAFON 6 5 0 0 3 5 0 0 9 4.736
E
T 80 100 44 100 60 100 6 100 190 100
INFERENCE:
1. Among respondents up to 25 years of age group, majority of them (i.e.
40%) are using Airtel followed by Reliance users (20%).

2. Consumers in the age group of 25 – 35 years 28.33% of respondents

mostly prefer Reliance and 25% of the respondents are using BSNL.

3. 36.36% of customers, who are in the age group of 35 – 55 years are using
Airtel.

4. In (above – 55 years) 33.33% respondents are using Airtel and BSNL .

16.67% of respondents are using Reliance and Aircel.
 TABLE NO: 7

COMPOSITION OF RESPONDENTS ON THE BASIS OF

MARITAL STATUS

S.NO MARITAL NUMBER OF PERCENTAGE

STATUS RESPONDENTS OF
RESPONDENTS

1. MARRIED 92 48.42

2. UNMARRIED 98 51.57

TOTAL 190 100

INFERENCE:
The married respondents using mobile connections are about 48.42%, and
the unmarried respondents using mobile connections are about 51.57%.
 TABLE NO: 8
COMPOSITION OF RESPONDENTS ON THE BASIS OF
EDUCATIONAL QUALIFICATION

S.NO EDUCATIONAL NUMBER OF PERCENTAGE

QUALIFICATION RESPONDENTS OF

RESPONDENTS

1. UNDERGRADUATE 38 20

2. GRADUATE 89 46.84

3. POST GRADUATE 26 13.68

4. POST GRADUATE 37 19.47

190 100
INFERENCE:

The majority of the respondents 46.84% (graduates) are Using mobile

connections and 20% (undergraduates) respondents are using mobile
connections.
 CHAPTER 5
Facts & Findings
FINDINGS, SUGGESTIONS AND CONCLUSION
INTRODUCTION:
This chapter is allocated to express the findings and conclusions in this study.
Statistical tools are applied to analyze the data. It includes the result of each and
every tables, charts and tests.

FINDINGS FROM PERCENTAGE ANALYSIS:

 On the basis of consumer preference, majority of the peoples
are preferred Airtel.
 On the basis of age group, most of the respondents (40%)
areUsing Airtel, who are in the category of up to 25 years.
 On the basis of marital status mostly unmarried respondents
are using cell connections than married respondents.
 On the basis of educational qualification, most of the
graduates are using cell connections.
 On the basis of occupation, the employees are only used cell
connections in more level.
 On the basis of family income, 27.36% of the respondents
are using cell connections, which get family income of less than Rs.5, 000.
 Majority of the peoples buy the cell connections by
influencing their friends.
 8.42% of respondents are only influenced by advertisements.
 Majority of the peoples are using cell connections for
personal usage.
 Majority of the peoples are using prepaid scheme.
 Majority of the peoples are using cell connections for both
incoming and outgoing.
  Majority of the peoples are seeking brand image, for their
service provider.
 On the basis of performance, only two and three people are
highly satisfied with Aircel and Tata Indicom
respectively.
 Only one person is dissatisfied about the performance of
Vodafone service provider.
 On the basis of periodical offers, majority of the peoples
highly satisfied in Airtel.
 On the basis of outgoing call charges, majority of people are
highly satisfied in Airtel.
 Only one person is highly satisfied about the outgoing call
charges of Tata Indicom.
 On the basis of consumer’s attitude, majority of the people
are states that cell connections are necessity to all.
 4.36% of the respondents are only states that cell
connections are luxury

FINDING FROM CHI-SQUARE TEST:

 Chi-square test reveals that there is no significant
relationship between satisfaction level and age.
 Chi-square test shows that there is no significant relationship
between satisfaction level and gender.
 Chi-square test indicates that there is no significant
relationship between the marital status and level of satisfaction.
 Chi-square test showing that there is no significant
relationship between education and level of satisfaction.
 Chi-square test shows that there is a significant relationship
between monthly income and level of satisfaction.
 Chi-square test indicates that there is no significant
relationship between service provider and satisfaction level.
 Chi-square test shows that there is a significant relationship
between the type of connection and level of satisfaction.
 SWOT ANALYSIS
S – The strength of Tata Indicom lies in its technically robust network structure. It
has almost all the latest technology needed for giving the customer a smooth
and flaunt less service.
W – The weakness of Tata Indicom lies in its unsatisfactory network coverage as
compared to telecom leaders such as Bharti Airtel and BSNL. Its one major
weakness is its poor signal strength in many interior areas. So it should give
attention to this aspect.
O – It has a ready technological platform for 3-G technology. It can leverage it in
its favor to give its customers new services across its network.
T – The possible threat to Tata Indicom comes from BSNL, Reliance and
upcoming new CDMA players. It should strive hard to differentiate itself from
others in a meaningful way. The perception of the general mass is also not very
favorable about it, so it should actively involve itself in branding itself.
 CHAPTER 6

CONCLUSION &
SUGGESTION
CONCLUSION

This is an information era significance of information cannot be over emphasized.

This study attempts to find out the factors effecting consumer behavior and the
satisfaction of consumer regarding cell phone service providers. This decade,
most of the peoples using cell connections. So, service providers are increasing
in more level. So service provider are should over come

Another one’s competition. So, it leads to adding new features, schemes,

periodical offers to their service. So, the consumers get maximum benefit from
their service provider.

Now-a-days, cell connections are a necessity to all. Because, along with bridging
the communication gap it has given a sense of safety to the men and women
also. And only few persons feel that cell connections are luxury one. India is
rapidly evolving on the lines of other developed countries in the sphere of
telecom service, so Tata if Indicom wants to leverage this opportunity it should
give due attention on increasing its customer base rapidly.

Now-a-days, cell connections are a necessity to all. Because, along with bridging
the communication gap it has given a sense of safety to the men and women
also. And only few persons feel that cell connections are luxury one. India is
rapidly evolving on the lines of other developed countries in the sphere of
telecom service, so Tata if Indicom wants to leverage this opportunity it should
give due attention on increasing its customer base rapidly.

SUGGESTIONS

 Tata Indicom and Vodafone should try to expand their

customer’s network.
 Vodafone and BSNL should try to attract the young people.
(Up to 25 years
 Aircel, Tata Indicom and Vodafone should try to attract old
peoples also.
 All the service providers are made good advertisements for
their service. Because, advertisements are take little part for influencing the
consumers.
 All the service providers should try to increase post paid
users.
 75% of the peoples are unaware about the various services
rendered by their service provider. So the service providers should try to
make awareness of their customer services to their customers.
 Reliance, Tata Indicom should attract the customers by
reducing their price.
 Airtel, Reliance customers are highly dissatisfied about the
performance of the service provider. So they should try to add some
advanced features towards their services.
 Tata Indicom and Vodafone should give periodical offers to
their customers.
 Tata Indicom should decrease their outgoing call charges.
 CHAPTER 7
APENDIX
QUESTIONNAIRE : 1

Dear Sir / Madam,

I am conducting a survey on consumer (existing/new) behavior during
taking new mobile-connections.Kindly spare some of your valuable time to go
through the questionnaire & give your view on this topic. The information
provided by you would be kept confidential & only be used for improving
customer service.

1) Please name the cellular service/connection you are currently using.

a) Airtel ( ) b) Tata Indicom ( )
c) Vodafone ( ) d) B.S.N.L ( )
e) Reliance Comm. ( ) f) Aircel ( )

2) What factors influenced you in purchasing the cellular brand you are
currently using. Rate the factors on a scale of 1-4.
a) Price/Tariff plan/ Offers ( )
b) Brand name ( )
c) Availability in store ( )
d) Signal Strength ( )
3) While purchasing your preferred brand of cellular connection what sort
of features you look forward in your cellular service brand?
a) Network coverage ( )
b) Tariff ( )
c) Price-Validity ratio ( )
d) Value added services ( )

4) What is your preference?

a) Post-paid ( )
b) Pre-paid ( )

5) For what reasons you opted for the above plan

a) Convenience/Handset ( )
b) Cost control ( )
c) Value added services ( )
d) Discounts/Attractive schemes ( )

6) How satisfied are you with the cellular service brand you own. Please
tick the appropriate options given below.
a) Extremely satisfied ( )
b) Somewhat satisfied ( )
c) Somewhat dissatisfied ( )
d) Dissatisfied ( )

7) Did you experience any problem with your preferred cellular service
brand?
a) Yes
b) No
If yes please specify ________________________________________________

8) If yes was the problem effectively taken care off immediately?

a) Yes ( )
b) No ( )

9) Did you switched over to any other network .if please specify the number
of times.
a) 1 ( ) b) 2 ( ) c) 3 ( )
d) 4 ( ) e) more than 4 ( )
10) How likely you are to recommend your preferred cellular service brand
to your friends and relatives.
a) Very Likely ( )
b) Somewhat Likely ( )
c) Somewhat Unlikely ( )
d) Very Unlikely ( )

11) If you are a existing customer of Tata Indicom then which type of value
added services do you want to incorporate in Tata Indicom
________________________________________________________________
________________________________________________________________

12) As per your opinion how can you improve the existing brand you are
using? Any recommendations for Tata
Indicom if you have to.
________________________________________________________________
________________________________________________________________

13) Personal details (Put tick mark (√) in appropriate box.)

a) Name__________________________________________________________
b) Age 0-25yrs ( ) 25-35yrs ( ) 35-55yrs ( ) 55yr( )
c) Gender: Male ( ) Female ( )
d) Occupation: ____________________________________________________
e) Qualification:____________________________________________________
Undergraduate ( ) Graduate ( ) Post-graduate ( )
Professional degree (Specify)______
f) Income group Monthly income:-
 i. Below 5000 ( )
ii. Between 5000-10000 ( )
iii. Between 10000-15000 ( )
iv. Between 15000-20000 ( )
v. Above -20000 ( )

Date: Thanking You

Signature: Tata Indicom:

QUESTIONNAIRE: 2
Dear Sir/Madam,
I am conducting a survey on consumer (existing/new) behavior during
taking new mobile-connections. Kindly spare some of your valuable time to go
through the questionnaire & give your view on this topic. The information
provided by you would be kept confidential & only be used for improving
customer service.

1. Please name the cellular service/connection you are currently using

a) Airtel ( ) b) Tata Indicom ( )
c) Vodafone ( ) d) B.S.N.L ( )
e) Reliance Comm ( ) f) Aircel ( )

2. Who influenced you to by the particular cell phone service provider?

a) Family Member ( ) b) Neighbors ( )
c) Relations ( ) d) Friends ( )
e) Advertisement ( ) f) Dealers ( )
g) Others ( )

3. Why do you buy the mobile connection?

a) For business ( ) b) For personal ( )
4. Which type of scheme is most preferable by you?
a) Prepaid ( ) b) Postpaid ( )

5. If you have postpaid / prepaid connection mention Scheme, Name &

Monthly rental charges.
________________________________________________________________
________________________________________________________________

6. For which purpose are you using your mobile connection (Service
Provider) mainly for?
a) Incoming ( ) b) Outgoing ( )
c) Both ( ) d) SMS Messaging ( )
7. Are you aware of the following details relating in your mobile connection
(Pre / Postpaid connection)
S.No. Aware Neutral Unaware
a) Scheme ( ) ( ) ( )
b) Balance of Talk charges ( ) ( ) ( )
c) Periodical offers ( ) ( ) ( )

8. Are you influenced by the following factors relating in your connection?

S. No Aware Neutral Unaware
a) Monthly rental charges ( ) ( ) ( )
b) Charges for cell connections to land lines ( ) ( ) ( )
c) Signal of tower Networking ( ) ( ) ( )
d) Cost of scheme ( ) ( ) ( )
e) Incoming (in days) ( ) ( ) ( )
f) Number of outgoing calls ( ) ( ) ( )
g) Outgoings call charges ( ) ( ) ( )

9. What factor influenced you to decide your Cellular service provider?

a) Brand Image ( )
b) Availability ( )
c) Customer care service ( )
d) Service charges ( )

10. Satisfaction level about your cell phone service provider?

S. No Highly Satisfied Satisfied Non-Satisfied
a)Price ( ) ( ) ( )
b) Performance ( ) ( ) ( )
c) Schemes ( ) ( ) ( )
d) Periodical Offers ( ) ( ) ( )
e) Out going call Charges ( ) ( ) ( )

11. Do you face any difficulty in your cell phone connection?

a) Yes ( )
b) No ( )

12. If yes, please point out the problem?

a) Coverage ( )
b) Service ( )
c) Clarity ( )
d) Busy network ( )
e) Others ( )
13. You consider owing a mobile connection as a -
a) Necessity ( )
b) Status ( )
c) Luxury ( )
d) Compulsion ( )
14. What is your valuable suggestion / opinion about your cell phone
service provider ?
________________________________________________________________
________________________________________________________________
15. Personal details (Put tick mark (√) in appropriate box.)
g) Name__________________________________________________________
h) Age 0-25yrs ( ) 25-35yrs ( ) 35-55yrs ( )
i) Gender: Male ( ) Female ( )
j) Marital status: married ( ) unmarried ( )
k) Occupation: _____________________
l) Qualification:
Undergraduate ( ) Graduate ( )
Post-graduate ( ) Professional degree (Specify) ___
m) Income group Monthly income
vi. Below 5000
vii. Between 5000-10000
viii. Between 10000-15000
ix. Between 15000-20000

Date: Thanking You

Signature: Tata Indicom

BIBLIOGRAPHY BOOKS-
1. Philip Kotler, Marketing Management, 11th Ed, Princeton-Hall India 2003
2. Marketing Research-Naresh .K.Malhotra
3. Marketing Management : ICMR Publication
4. Business Research methods : ICMR Publication
5. Marketing Management - V.S. Ramaswamy,
6. Research Methodology - C.R.Kothari
7. Operation Research – Vittal
8. Business Week
9. The Times
10. Market Areas Analysis (Author: Dr. Jean-Paul Rodriguez).

JOURNALS-
1. Business India
2. 4Ps of Marketing

INTERNET SOURCE-
1. http: www.google.com
2. http:www.wikipedia.org
3. http: www.yahoo.com
4. http: www.economicstimes.indiatimes.com
5. http :www.thehindubusinessline.com
6. http :www.thehindubusinessline.com
7. www.tataindicom.com