CUSTOMER SATISFACTION ON MOBILE SERVICE PROVIDER NETWORKS:

A STUDY WITH REFERENCE TO HUBLI- DHARWAD CITY

A Mini-Project Report Submitted in Partial fulfillment of the Requirement of Marketing Research Methods Course

MASTER OF BUSINESS ADMINISTRATION (MBA)

Research Guide PROF. SANTOSHKUMR JAVALI Assistant Professor

To

DEPARTMENT OF MARKETING CHETAN BUSINESS SCHOOL HUBLI JUNE 2012

Table contents

Page No. Particular ABSTRACT 3 History of Indian Telecommunications Classification of Telecommunication services Evolution of the industry-Important Milestones The Global Cellular Mobile Industry Telecom Industry in India Major mobile service provider in Karnataka Research Objectives Scope of study: Objectives of the study: Limitations of the Study 11-12

4-10

Research Methodology
SOURCES OF DATA METHODOLOGY & PRESENTATION OF DATA TOOLS AND TECHNIQUES USED FOR ANALYSIS

12- 13

a)Sampling Design
b) Data Collection Method c)Research Definition

Theoretical Background of the Topic:

Customer Satisfaction Skills of Marketers Method to Measure Customer Satisfaction

13-16

Data analysis and interpretation Findings & suggestions Conclusion Questionnaire

16-30 31-32 33 34-35

ABSTRACT The present study is undertaken to understand the customer satisfaction in mobile service providers . It is done under the guidance of prof. Santosh. Javali. study was done to find out the customer satisfaction level in mobile service provider players in the market and to know the customer perception towards other mobile service providers, this survey was done in Hubli-Dharwad. The data was processed using computer aided tools such as MS-EXCEL,SPSS were used for analysis ,the study was conducted from May 7th 2012 to may 20th 2012 i.e., for a period of two weeks in the city of Hubli-Dharwad.

Introduction
History of Indian Telecommunications It was Started in 1851 ,when the first operational land lines were laid by the government near Calcutta (seat of British power). Telephone services were introduced in India in 1881. In 1883 telephone services were emerged with the postal system. Indian Radio Telegraph Company (IRT) was formed in 1923. After independence in 1947, all the foreign telecommunication companies were nationalized to form the Posts, Telephone and Telegraph (PTT), a monopoly run by the government's Ministry . Telecom sector was considered as a strategic service and the government considered it best to bring under state's control. The first wind of reforms in telecommunications sector began to flow in 1980s when the private sector was allowed in telecommunications equipment manufacturing. In 1985, Department of Telecommunications (DOT) was established. It was an exclusive provider of domestic and long distance service that would be its own regulator (separate from the postal system). In 1986, two wholly government-owned companies were created: the Videsh Sanchar Nigam Limited (VSNL) for international telecommunications and Mahanagar Telephone Nigam Limited (MTNL) for service in metropolitan areas. In 1990s, telecommunications sector benefited from the general opening up of the economy. Also, examples of telecom revolution in many other countries, which resulted in better quality of service and lower tariffs, led Indian policy makers to initiate a change process finally resulting in opening up of telecom services sector for the private sector. National Telecom Policy(NTP) 1994 was the first attempt to give a comprehensive roadmap for the Indian telecommunications sector.

In 1997, Telecom Regulatory Authority of India (TRAI) was created. TRAI was formed to act as a regulator to facilitate the growth of the telecom sector.. Telecommunication sector in India can be divided into two segments: Fixed Service Provider (FSPs), and Cellular Services. Fixed line services consist of basic services, national or domestic long distance and international long distance services. The state operators (BSNL and MTNL), account for almost 90 per cent of revenues from basic services. Private sector services are presently available in selective urban areas, and collectively account .Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA). The GSM sector is dominated by Airtel, Vodfone-Essar,
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and Idea Cellular, while the CDMA sector is dominated by Reliance and Tata Indicom. Opening up of international and domestic long distance telephony services are the major growth drivers for cellular industry. Cellular he tariffs on airtime, which along with rental was the main source of revenue. The reduction in tariffs for airtime, national long distance, international long distance, and handset prices has driven demand. Classification of Telecommunication services 1. Basic services 2. Cellular services 3. Internet Service Provider (ISP) The Indian Telecommunications network with 110.01 million connections is the fifth largest in the world and the second largest among the emerging economies of Asia. Today, it is the fastest growing market in the world and represents unique opportunities for U.S. companies in the stagnant global scenario. The total subscriber base, which has grown by 40% in 2005, is expected to reach 250 million in 2007. According to Broadband Policy 2004, Government of India aims at 9 million broadband connections and 18 million internet connections by 2007. The wireless subscriber base has jumped from 33.69 million in 2004 to 62.57 million in FY20042005. In the last 3 years, two out of every three new telephone subscribers were wireless subscribers. 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 bypass 2.5 million new subscribers per month by 2007. The wireless technologies currently in use 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 telecom circles and 4 metro cities, covering 2000 towns across the country.

Evolution of the industry-Important Milestones

Year 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

A large population, low telephony penetration levels, and a rise in consumers' income and spending owing to strong economic growth have helped make India the fastest-growing telecom market in the world. The first and largest operator is the state-owned incumbent BSNL, which is also the 7th largest telecom company in the world in terms of its number of subscribers. BSNL was created by corporatization. while DTS (Department of Telecommunication Services), a government unit responsible for provision of telephony services. Subsequently, after the telecommunication policies were revised to allow private operators, companies such as Bharti Telecom, TATA Indicom, Vodafone, MTNL, Idea, Vodafone and BPL have entered the space. Major operators in India. However, rural India still lacks strong infrastructure. The total number of telephones in the country crossed the 300 million mark on June 18 2008The overall tele-density has increased to 36.98% in March 2009 .In the wireless segment, 15.87 million subscribers have been added in March 2009. The total wireless subscribers (GSM, CDMA & WLL (F)) base is more than 391.76 million now. The wire line segment subscriber base stood at 38.22 million with a decline of 0.13 million in October 2008.

The Global Cellular Mobile Industry

Earnings visibility Earnings growth is being driven by improving pricing conditions, stabilizing operating trends, aggressive cost cutting initiatives, a positive regulatory environment, strong wireless growth, and new market opportunities. This has translated into greater visibility of forward earnings as evidenced by recent increased analyst upgrades within the sector.
Merger synergies

Given the substantial amount of excess capital available in the sector and in private equity we expect to see additional merger and acquisition activity, albeit at a slower pace than recently witnessed. Global telecom M&A deals over the past two years have reflected market expansion but have also had a positive effect on the buyers balance sheets. Partnering companies have begun realizing their synergies through cost reductions and economies of scale. In the US, the largest three companies now account for over 70% of the sector market cap; this compares to 34% in 1990. Trends in bundled services are also paving the way for additional M&A activity. Sector consolidation will further increase the importance of stock selection.

Growth While cost-cutting has been a major source of earnings growth, we have seen top-line pressures decreasing which will help revenues become a larger driver of earnings growth again. We see growth within the sector coming from a number of areas including: broadband, 3G (third generation) technology, expansion in emerging markets. Broadband penetration has been accelerating as internet customers are seeking faster downloads for audio and video files. 3G services, which facilitate the simultaneous transfer of both voice and non-voice (i.e. video, downloads, SMS, etc.) data are providing mobile users with a much more robust communication platform and should finally begin to realize their growth potential in 2007. Emerging market companies benefit from low penetration rates and also tend to have lower leverage, higher margins and higher growth than most developed markets telecom companies. Global opportunities It has become less difficult to find attractive telecom investment opportunities globally than it was a year ago. As the fog has lifted from the sector, there are increased opportunities within both the growth and value spaces.

Telecom Industry in India

The telecom industry is one of the fastest growing industries in India. India has nearly200 million telephone lines making it the third largest network in the world after China and USA. With a growth rate of 45%, Indian telecom industry has the highest growth rate in the8world. Much of the growth in Asia Pacific Wireless Telecommunication Market is spurred by the growth in demand in countries like India and China. Indias mobile phone subscriber base is growing at a rate of 82.2%. China is the biggest market in Asia Pacific with a subscriber base of 48% of the total subscribers in Asia Pacific. Compared to that Indias share in Asia Pacific Mobile Phone market is 6.4%. Considering the fact that India and China have almost comparable populations, India slow mobile penetration offers huge scope for growth.

Major mobile service provider in Karnataka

Airtel

Vodafone

Uninar Idea Reliance Tata Docomo Aircel BSNL

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Research Objectives
Scope of study: scope is limited to Hubli -Dharwad region only
Objectives of the study: This project aims at studying the present market scenario.The major players in the market today are Airtel, Vodafone,Bsnl, Tata indicom ,Reliance,Idea.All The companies want to capture the market study concerns with evaluating fast developing area and so all the service providers were taken to measure the satisfaction of customer.

The main objective of the study are:

1. Service providers in the market which are not reaching the customer. 2. To study the customer satisifaction towards mobile service providers. 3. To study and identify how the customers are benefited. 4. To evaluate the major service provider satisified the customer. 5. To assess the needs, requirements and expectations of the customers in order to assess their current satisfaction levels. 6. To know the attitude, enthusiasm regarding the service provided to customers. 7. To understand the performance of different brands in the market on various parameters like product quality, performance of the customer relationship officer (CRO), service quality, range and selection of products available.

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Research Limitation
Limitations of the Study Carrying the survey was a general learning experience for us but we also faced some problems, which are listed here:
The market of Telecommunication is too vast and it is not possible to cover each and every dealer, manufacturer and seller in the available short span of time. Generally the respondents were busy in their work and were not interested in responding rightly. Respondents were reluctant to discover complete and correct information about themselves and their organization. Most respondents were not maintaining proper knowledge of various services provided by their company, so they were unable to provide exact information. Most of the respondents dont want to disclose the information about the various other companies which they have experienced before. Some of the respondents were using the service first time of their company and they were not able to properly differentiate among their product.

Due to human behavior information may be biased. Mainly in BSNL case.

Research Methodology
SOURCES OF DATA The study undertaken there to be mainly based on the primary data i.e. structured questionnaire is designed. The study also contains secondary data i.e. data from authenticated websites and journals for the latest updates.

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METHODOLOGY & PRESENTATION OF DATA The data collected is then coded in the tables to make the things presentable and more effective. The results are shown by tables which will help me out in easy and effective presentation and hence results are being obtained. TOOLS AND TECHNIQUES USED FOR ANALYSIS In this study the technique used for interpreting the results is Excel sheets and various formulas. It is used as because sample size is 50 respondents .

Sampling Design
The design for this study is Random sampling

Data Collection Method

DATA COLLECTION The data is collected randomly irrespective of the category of the people in the form of questionnaire and the sample size is 50 respondents. Because it is a pilot study and due to time constraint the sample size is small.

Research Definition
The word research is derived from the Latin word meaning to know. It is a systematic and a replicable process, which identifies and defines problems, within specified boundaries. It employs well-designed method to collect the data and analyses the results. It disseminates the findings to contribute to generalize able knowledge. The main characteristics of research presented below are: Systematic problem solving which identifies variables and tests relationships between them, Collecting, organizing and evaluating data. Logical, so procedures can be duplicated or understood by others Empirical, so decisions are based on data collected Reductive, so it investigates a small sample which can be generalized to a larger population Replicable, so others may test the findings by repeating it. Discovering new facts or verify and test old facts. Developing new scientific tools, concepts and theories, this would facilitate to take
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decision. For the proper analysis of data simple statistical techniques such as percentage were use. It helps in making more generalization from the data available. The data which will be collected from a sample of population was assumed to be representing entire population was interest. Demographic factors likeage, income and educational background was used for the classification purpose.

Theoretical Background of the Topic

Customer Satisfaction
According to Philip Kotler, satisfaction is a persons feelings of pressure or disappointment resulting from products perceived performance (outcome) in relation to his or her expectations. Customer satisfaction is the level of a persons felt state resulting from comparing a products perceived performance (outcome) in relation to the persons expectations. This satisfaction level is a function of difference between perceived performance and expectations. If the products performance, exceed expectation the customer highly satisfied or delighted. If the performance matches the expectations the customer is satisfied. If the products performance fall shorts of expectations the customer is dissatisfied. 1 Many companies are aiming for high satisfaction because customers who are just satisfied still find it easy to switch when a better offer comes along. High satisfaction or delight creates an emotional affinity with brand. 2 Variety of factors that affect customer satisfaction includes product quality, product availability and after sales support such as warranties and services. Customer satisfaction is seen as a proof of delivering a quality product or service. It is believed that customer satisfaction brings sales growth, and market share. A company can always increase customer satisfaction by lowering its price or increasing its services but this may result in lower profits. Thus the purpose of marketing is to generate customer value profitability.

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India is on the threshold of a new millennium. India chose for global economy, exposing her to winds of change in the market place, which has expanded vastly and become fiercely competitive. In the changed environment, decision makers view the marketing concept as the key to success. Marketing in practice has to manage products, pricing, promotion and distribution.

A successful product can be developed by exploding these opportunities. While delivering the value of the consumer we make use of marketing support. This support is based on the knowledge of consumers and distribution. Marketing support both at the introduction of products and maturing is considered

Marketing, as suggested by the American Marketing Association is "an organizational function and a set of processes for creating, communicating and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stakeholders".

The two major factors of marketing are the recruitment of new customers (acquisition) and the retention and expansion of relationships with existing customers (base management). Marketing methods are informed by many of the social, particularly psychology, sociology, and economics. Anthropology is also a small, but growing, influence. Market research underpins these activities. Through advertising, it is also related to many of the creative arts.

For a marketing plan to be successful, the mix of the four "Ps"1 i.e. product, price, place, promotion must reflect the wants and desires of the consumers in the target market. Trying to convince a market segment to buy something they don't want is extremely expensive and seldom successful. Marketers depend on marketing research, both formal and informal, to determine what consumers want and what they are willing to pay for. Marketers hope that this process will give them a sustainable competitive advantage. Marketing management is the practical application of this process. The offer is also an important addition to the 4P's theory.

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Skills of Marketers
Marketers have 4 main skill sets that they bring to an enterprise: 1) Opportunity Identification: Marketing begins before there is a product to sell. Many people think marketing is just selling whatever comes out of the manufacturing plant. It's the job of marketing to decide WHAT comes out of the manufacturing plant in the first place. Before a business can make money there must be opportunities for money to be made and it's marketing's job to define what those opportunities are. Marketers analyze markets, market gaps, trends, products, competition, and distribution channels to come up with opportunities to make money. 2) Competitive strategy/positioning: Markets consist of groups of competitors competing for a customer's business. The job of marketing is to decide how to create a defensible sustainable competitive advantage against competitors. Marketers conceive strategies, tactics, and business models to make it hard if not impossible for competition to take away customers from their business. 3) Demand generation/management It's the job of marketing to create and sustain demand for a company's products. Marketers manage demand for a company's products by influencing the probability and frequency of their customer's purchase behavior. 4 ) Sales: The ultimate goal of marketing is to make money for a business. In most companys sales is a different discipline and department from marketing. But in order for salespeople to have any long term success in a company they must be led by marketing. The better job a company does of identifying opportunities, creating a differential sustainable competitive advantage, and generating demand for their products the easier it will be for salespeople to make sales.

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Method to Measure Customer Satisfaction

Companies use the following methods to measure customer satisfaction. 1 ) Complaints and suggestion system: companies obtaining complaints through their customer service centres, and further suggestions were given by customers to satisfy their desires. 2) Customer satisfaction surveys Responsive companies obtain a direct measure of customer satisfaction by periodic surveys. They send questionnaires to random sample of their customers to find out how they feel about various aspects of the companys performance and also solicit views on their competitors performance. It is useful to measure the customers willingness to recommend the company and brand to other persons. 3) Lost Customer Analysis. Companies should contact customers who have stopped buying or who have switched to another supplier to learn why this happened. 4 ) Consumer Behavior Vs Consumption Behavior Consumer behavior refers to the manner in which an individual reaches decision related to the selection, purchases and use of goods and services. Walters and Paul says that, consumer behavior is the process where by the individuals decides what, when, how and from whom to purchase goods & services. Consumer behavior relates to an individual person (Micro behavior) where as consumption behavior relates to and to the mass or aggregate of individuals (Macro behavior) consumers behavior as a study focuses on the decision process of the individual consumer or consuming unit such as the family. In contrast the consumption behavior as a study is to do with the explanation of the behavior of the aggregate of consumers or the consuming unit. Consumer is a pivot, around which the entire system of marketing revolves. The study of buyer behavior is one of the most important keys to successful mark.

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Data analysis
4) Gender: Male ( ) Female ( )

Gender
Male Female Total

Total
43 7 50

Percentage
86 % 14 % 100

No. of Respondents

Female 14%

Male 86%

Interpretation : Above data shows that most of the male respondents

female 14% .

that is 86% and

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5) Which mobile connection do you have?

Service provider Airtel Vodafone Idea Aircel BSNL Uninar Tata Docomo vergin Reliance Total No. users 16 11 5 3 5 1 8 0 1 Percentage (%) 30 24 10 6 12 2 16 0 2

Total

50

100

Total No. of users in Percentage (%)

35 30 25 20 15 10 5 0

Percentage (%)

Total No. users

20 15 10 5 0 Total No. users

19

Interpretation:
is Airtel and vodafone. Docomo, idea & BSNL etc.

As the area of the study is in Hubli- Dharwad, where the market leader Above data analysis shows that majority of the market that is

approximately 54% is covered by two market leaders Airtel and vodafone. Minor is tata

6) What kind of service you have Kinds of service Prepaid postpaid Total Total 49 1 50 Percentage (%) 98 2 100

Total
60 50 40 30 20 10 0 Prepaid postpaid

Total

Interpretation
Above data shows that most of the respondents in the area have pre-paid connections.

20

7) ) Overall, how would you rate your service provider?

User Rating
Airtel Vodafone Idea Aircel BSNL Uninar Tata Docomo vergin Reliance

Excellent 3 4 1 2 1 -

Good 10 5 4 1 2 1 1 -

Average 3 2 1 1 1 5 1

Poor 1 -

Terible -

Not sure -

Total
16 11 5 3 5 1 8 1

Total
30 25 20 15 10 5 0

11

24

14

50

Series1

Excellent

Good

Average

Poor

Terible

Not sure

Interpretation

From the graphic it depict that Airtel is the most excellent and

good service provider . respondents believes that the service of the company is excellent. Then vodaphone has also good rate of excellence. respondents rated Vodaphone as a good service provider. But the idea and Bsnl are not under good ratings.

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8) Rank the following factors which influenced you to buy the service of your choice?
User Rating
Airtel Vodafone Idea Aircel BSNL Uninar Tata Docomo vergin Reliance

price 7 8 3 1 2 1 5 -

Network service 3 1 2 2 1 -

Brand image 5 2 1 1 -

VAS 1 1 2 1

Total

Total

27

50

Total
Total 27

9 5

7 price

3 Network service

5 Brand image

1 VAS

Interpretation :

The above graph show the most of respondents purchasing and using the

sim cards on price benefit purpose . 27 persons intention is price, 9 persons intention is network related service, and also 9 people brand image , 5 persons value added service purpose using the services.

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9) How long have you used the service of that company?

Total Service provider

Airtel Vodafone Idea Aircel BSNL Uninar Tata Docomo vergin Reliance

<6 months 1 1 1 <12 months 5 5 2 1 1 1 1 -

<24 months 6 3 2 1 1 4 1

>24 months 4 3 1 1 2 2 0

16 11 5 3 5 1 8 1

Total

16

18

13

50

Total
<6 months <12 months <24 months <12 months <12 months >24 months 6% 26% 32%

36%

Interpretation :

Above table analysis depicts that most of the users are using their

telecom service from less then one year. Some of the users are also using it from less then 24 months, where majority of the users are Airtel and Vodafone connection holders. Most of the users of the Idea, tata Docomo etc., are using it from last 6 months and less then 1 year. Very few respondents are a new users of their services that let our study not vague.

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10) Overall, how satisfied are you, with network service of your company?
User Rating
Airtel Vodafone Idea Aircel BSNL Uninar Tata Docomo vergin Reliance Total

Very satisfied 1 9 3 1 14

Satisfied 13 5 2 1 1 1 8 32

Neutral Dissatisfied 2 1 3 1 1

Very dissatisfied
-

Total
16 11 5 3 5 1 8 1

50

satisfaction level
35 30 25 20 15 10 5 0 Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied Series1

Interpretation:

Above table data analysis shows that the satisfaction rate of

network service is leaded by Airtel . And vodaphone network service satisfaction rate is also good. And it can be also found that BSNL network service is not good as compare to others competitors .

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11) How would you rate the service's value for money?
Service provider
Airtel Vodafone Idea Aircel BSNL Uninar Tata Docomo vergin Reliance Total

Good Excellent 3 2 2 9 6 4 3 1 3 26 7 2 1 1 5 1 17

Fair

Poor 0

Not sure
-

Total
16 11 5 3 5 1 8 1

50

30 25 20 15 10 5 0 Excellent Good Fair Poor Not sure

Series1

Interpretation : Above data and chart analysis depicts that Airtel and vodafone has the
highest rating of Value rated it as a excellent and good service provider. Other two players idea and docomo has similar performance approximately. Both has been rated good, BSNL loosing the market value.

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12) What kind of problems occurs the most for which you need to contact customer care/service department of your service provider? Rank them.

Service provider
Airtel Vodafone Idea Aircel BSNL Uninar Tata Docomo vergin Reliance Total

Bill related 10 5 3 1 4 24

Activation and deactivation 4 5 3 2 1 3 18

VAS Network problem 1 2 1 1 4 1 1 1 1 4

Total

16 11 5 3 5 1 8 1

50

Network problem 8%

VAS 8% Bill related 48%

Activation and deactivation 36%

Interpretation
From the above data analysis it has been found that most of the users of telecommunication contact to their customers care for bill related & activation and deactivation of various services. Then they also contact for information about various value added services provider by companies like validity, call rates, sms pack, caller tones etc.

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13) In thinking about your most recent experience with that company, how much satisfied are you with the customer care service? Level of satisfaction
Airtel Vodafone Idea Aircel BSNL Uninar Tata Docomo vergin Reliance

Very satisfied
3 4 1 2 1 11

Satisfied
9 5 3 2 3 1 5 28

Neutral
4 2 1 3 -10

Dissatisfied
1 --1

N/A
-

Total

Very dissatisfied -

Total 16 11 5 3 5 1 8 1 50

Satisfaction Level
Series1 28

11

10 1 0 N/A 0 Very dissatisfied

Very satisfied

Satisfied

Neutral

Dissatisfied

Interpretation :

From the above data interpretation we can conclude that Airtel is the best

service provider of customer care service. As it has been also found in some of the article that Airtel is expending more on its customer care service as compare to other competitors in the market. The Vodaphone service is also satisfactory as most of the users has rated it as satisfied service provider. But Bsnl is to be found as a not satisfactory service provider.

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14) How satisfied are you with the process of getting your queries resolved?

Level of satisfaction
Airtel Vodafone Idea Aircel BSNL Uninar Tata Docomo vergin Reliance

Very satisfied
2 1 1 3 7

Satisfied
10 9 1 2 2 1 5 1 31

Neutral
4 1 4 3 12

Dissatisfied
-

N/A
-

Very dissatisfied -

Total 16 11 5 3 5 1 8 1 50

Total

level of satisfaction
35 30 25 Axis Title 20 15 10 5 0 -5 0 2 4 6 8 Series1

s
From above data analysis we can say that most of the users, who are

Interpretation :

satisfied with their customer care service, are also satisfied with the process of getting their queries resolved. Airtel again has been rated as the best service provider for getting queries resolved.

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15) The customer service representative was very courteous. Service provider
Airtel Vodafone Idea Aircel BSNL Uninar Tata Docomo vergin Reliance

Strongly agree
2 4 1 3 2 12

Strongly disagree
1 5 1 7

Neutral
13 2 3 3 2 1 6 1 31

Total 16 11 5 3 5 1 8 1 50

Total

Response
Strongly agree 24% Neutral 62% Strongly disagree 14%

Interpretation :

Above data analysis shows that most of the users of all companies found

their customer service provider courteous. But the result of Vodafone is not good as the users say that they have not talk to their customer care service provider even for a single time. Some of them have talk but after a lot of waiting time. So they are found not satisfied and rated this question also as dissatisfied. So after studying their views with a personal discussion we cannot say that the customer care representatives of Vodafone are not courteous.

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16) The customer service representative was very knowledgeable. Service provider
Airtel Vodafone Idea Aircel BSNL Uninar Tata Docomo Vergin Reliance

Total

Yes 16 11 4 5 3 1 7 1 48

No

1 1 2

Total 16 11 5 3 5 1 8 1 50

60 50 40 30 20 10 0 Yes No

Series1

Interpretation : Above data analysis shows that most of the users of all companies found their customer service provider knowledgeable. But the result of Idea and Docomo is not good as the users say that they have not talk to their customer care service provider even for a single time. Some of them have talk but after a lot of waiting time. So they are found not satisfied and rated this question also as dissatisfied. So after studying their views with a personal discussion we can not say that the customer care representatives of Idea and Docomo are not knowledgeable .

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Findings and suggestions

FINDINGS: This chapter deals with the major findings of the study which are as follow Most people fell that AIRTEL and Vodafone is best market leader out of 100% , 55 % people Airtel and Vodafone network holders . 55 % market holding the other networks like idea, tata Docomo, uninar, Reliance , BSNL etc.,

In a study male respondents

more then the female that is 86% and female 14% .

Total prepaid network holders are 98% and postpaid holders are 2%. most of respondents purchasing and using the sim cards on price benefit purpose . 27 persons intention is price, 9 persons intention is network related service, and also 9 people brand image , 5 persons value added service purpose using the services. satisfaction rate of network service is leaded by Airtel . And vodaphone network service satisfaction rate is also good. And it can be also found that BSNL network service is not good as compare to others competitors . Airtel and vodafone has the highest rating of Value rated it as a excellent and good service provider. Other two players idea and docomo has similar performance approximately. Both has been rated good, BSNL loosing the market value. most of the users of telecommunication contact to their customers care for bill related & activation and deactivation of various services. Then they also contact for information about various value added services provider by companies like validity, call rates, sms pack, caller tones etc.
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SUGGESTIONS The main objective of every analysis is to find whether the customers are satisfied with the mobile service providers. Following are some of the suggestions given for the improvement of the product and services quality.

- Quick response to the customer calls most of

Vodafone and

Docomo, BSNL etc., at present customer waiting long time to solving any quarries etc.

- paisa per/sec or 1 paisa per/sec min offer should be continue the all mobile service providers.

- In a Hubli Dharwad most of traders sele the sim cards on Rs. 5 two sim cards and three sim cards, it should be avoid because next generation turn to Rs. 1 on 10 sim cards . feature assumption .

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CONCLUSION
In a competitive Scenario customer is the King. The normal progression of any concern in todays marketing scenario is highly customer centric. To bring out credibility and objectivity and to extend the coverage and leadership, the policy makers hope to concentrate very keenly in the problems faced by the customers. The sustain was given in the study, with a lot of care the company will make past progress towards excellence. Quality of service and the ability to attract and retain customers dictate the success or failure of next-generation communications service providers. In todays competitive environment, customers are quick to abandon services that do not meet expectations. The

ease with which customers can switch from their current service to another, demands that providers deliver the highest possible levels of service quality and performance. To be successful, communications service providers must deliver positive customer experiences with rich, value-added services supported by comprehensive service quality management. To this effect-Mobile services has experienced the negative attributes of not being customer focused and realizes that quality is an attribute that creates customer satisfaction profitably. Therefore quality must be fused with all resources channeled towards their customers.

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Questionnaire
I am a student of chetan business school, Hubli conducting a survey on Customer Satisfaction on Mobile Service Provider Networks, as a part of my academic requirement. For this I have prepared a questionnaire. I would appreciate if you could take a few minutes of your time to complete this questionnaire that helps us to assess our assignment. We assure that all the answers will be kept strictly confidential. This information will only be used for the academic purpose. Personal details:1) Name:- -------------------------------------------------------------------------------------2) Address:- ------------------------------------------------------------------------------------3) Occupation:------------------4) Gender: -

Male ( )

Female ( )

5) Which mobile connection do you have? a) Airtel e) Aircel b) Vodafone d) uninar c) Idea d) BSNL

e) Tata Docomo f) virgin

6) What kind of service you have a) Pre-paid b) Post-paid

7) Overall, how would you rate your service provider? a) Excellent b) Good c) Average d) Poor e) Terrible f) Not Sure

8) Rank the following factors which influenced you to buy the service of your choice? a) b) c) d) Price Network Service Brand Image Value Added Services (Re.l to Re.l Free after 11PM)
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9) How long have you used the service of that company? a) <6 months b) <1 year c) <2 years d) > 2 years

10) Overall, how satisfied are you, with network service of your company? a) Very satisfied b) Satisfied c) Neutral d) Dissatisfied e) Very dissatisfied

11) How would you rate the service's value for money? a) Excellent b) Good c) Fair d) Poor d) Not sure

12) What kind of problems occurs the most for which you need to contact customer care/service department of your service provider? Rank them. a) b) c) d) Billing related Activation/deactivation related Information about VASs Network problem

13) In thinking about your most recent experience with that company, how much satisfied are you with the customer care service? a) Very satisfied b) Satisfied c) Neutral d) Dissatisfied e) Very dissatisfied f) N/A

14) How satisfied are you with the process of getting your queries resolved?
a)

Very satisfied

b) Satisfied

c)

Neutral

d) Dissatisfied

e) Very dissatisfied

15) The customer service representative was very courteous. a) Strongly Agree b)Strongly Disagree c) Neutral

15) The customer service representative was very knowledgeable. a) Yes ( ) b) No ( )

16) If you were not totally satisfied with the customer service, will you please describe the reasons for your dissatisfaction? ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------.

Thank you for spending your precious time on filling in the questionnaire for us!s

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