a project report on marketing

8/13/2019 A Project Report on Marketing

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As per the Modern Marketing Management Scenario every Business Want its auspicious

growth & prospective. Likewise in this Modern society Indian Telecom Industries ace lots

o challenges among its num!er o competitors in every phase with some latest technology "ust like Wireless #ata $ard.& it is a ma"or issue in each telecom industry in India even i

this competition can%t leave the World th largest Telecom Sector '(#A)(*+. Because

growth o data card especially happens when !usiness, travelers, academician and other

pro essional needs to access email and other corporate applications during urgent trips and

travels. As we are all well aware o that now-a-days the telecom industry has !een

recogni ed world over as an important tool or socio economic development media or

each& every nation. (n the other hand Internet service is act as one o the prime support oservices needed or the rapid growth o various sector o economy in the modern society &

itches !ecome especially more important in recent year !ecause o enormous growth o

in ormation technology and or the smooth operation o the every !usiness corporate goal.

Today an Internet Service is an essential aspect o every ield like +ntertainment, +ducation,

/ospital, Science & technology etc. So, every people pro!a!ly mass youth age group people

want to use internet in their daily li e. There are various ways or internet service accessing

!ut today it !ecomes more & more easier than previously through data card. And its result

to create lots o competitor in #ata $ard 0 internet operator in telecom sector. (n the other

hand there is a !ig 1uestion mark in internet users mind to use which data card operator.

/owever everyone knows very well that 'oda one is a world amous cellular service in

telecom industry, !ut people even some its customer might not listen 0 use its #ata $ard

acility.

OBJECTIVE OF THE STUDY

+very organi ation has to achieve its organi ation goals. )or this it is very

essential or an organi ation to know a!out it consumer and its competitive product. This

survey may !e also aimed as to estimates potential !uyer or the product. The o!"ective o

the study is under.

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HYPOTHESIS:

The main strength o 'oda one within the telecommunications market lies in its !randimages and recognition. 'oda one, having esta!lished a glo!al presence and having invested

highly in marketing a di erentiated image !y promoting a 'oda one li e style, currentlyen"oys a di erentiating advantage that, i e4ploited properly, can o er a lead incompetition. The presence o 'oda one in numerous countries within +urope aswe ll as in all part o the world enhances this image. It allows customers to travel and en"oyeasily the services o their home country operator.

LIMITATION OF THE STUDY

/ere my study is limited to pune & nearer to pune only e4cept other locations oMaharashtra.

.6espondents are !usy in nature in their own Business or this ew retailers as well as people were not cooperate to me to answer my 1uestionnaires.

Some 6espondents were totally don%t know a!out 'oda one #ata $ard.

6esearch was conducted in ur!an area, the result might di er when it include o

semi-ur!an and rural area.

CONCLUSION

Marketing strategies !egins with an understand o the market and the customers thatorm the market To identi y what type o marketing practices & strategies that the2'oda one +ssar Limited3 ollows or achieving its !usiness goal via the #ata $ard%s

!usiness among its all market competitors. To know how they provide their serviceto various its customers in the telecom market ield.

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CHAPETER NO:-2

PROFILE OF THE INDUSTRY

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TYPE: PUBLIC LIMITED COMPANY

INDUSTRY:- TELECOMMUNICATION

FOUNDED: 1984

HEADQUARTERS: LONDON UNITED KINGDOM

AREA SERVED: WORLDWIDE

KEY PEOPLE: CHAIRMAN: SIR JOHN BOND

CEO: VITTORIO COLAO

PRODUCTS: FI ED LINE AND MOBILE TELEPHONY!

INTERNET SERVICES AND DIGITAL TELEVISION

EMPLOYEES: 8"#8$%MARCH $&11'

WEBSITE: WWW(VODAFONE (COM

COMPANY PROFILE OF VODAFONE ESSAR LIMITED

TYPE : LIMITED

INDUSTRY: MOBILE TELECOMMUNICATION

PREDECESSOR: HUTCHISON ESSAR

FOUNDED: 1994

HEADQUARTERS: MUMBAI! MAHARASHTRA!INDIA

PRODUCTS: MOBILE NETWORK! TELECOM SERVICES! INTERNETSERVICES ETC

OWNER%S': VODAFONE GROUPWEBSITE: WWW(VODAFONE(COM

'oda one essar is a mem!er o the 'oda one group and commended operations in788 .when its predecessor /utchison telecom ac1uired the cellular license or Mum!ai. Thecompany now its operations across the country with over 79 .:; million customers.

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operation in Indian companies. 5rocess o ac1uisition and merger are in process and uturewill !e only or those companies who have an edge over others in the ield. Services

provided and the !etter 1uality o network etc.

'oda one has various unctional departments such as human resource management, trainingand development, sales and marketing, supply chain management and inance department.

In a very competitive telecom market in Indian due to its !rand image and !rand positioningthe company has a huge growth potential.

$&1$

'odaone ac1uires a ;F stake in Hhana Telecom or 8 million?JulyC'odaone launches the M-5aisa mo!ile money transer service on Aghanistan%s 6osh an .Aghanistanis added to the 'odaone ootprint. ?)e!ruaryC

$&11

A consortium led !y 'odaone Hroup is awarded the second mo!ile phone license in Katar ?#ecem!erC.'odaone agrees to ac1uire Tele@ Italia Spa andTele@ Telecommunication Services SL< rom Tele@ ABHroup. ?(cto!erC'odaone announces completion o the ac1uisition o /utch +ssar rom /utchisonTelecommunications International Limited. ?MayC Saari com, 'odaone%s partner in =enya announces the launch o M-5+SA, aninnovative new mo!ile payment solution that ena!les customers to complete simple inancial transactions !ymo!ile phone. ?)e!ruaryC

'odaone agrees to !uy a controlling interest in /utchison +ssar Limited, a leading operator inthe ast growing Indian mo!ile market, ?)e!ruaryC 'odaone announces agreements with !oth Microso t and ahoo to !ring seamless InstantMessaging ?IMC services to the mo!ile which can !e accessed rom !oth the 5$ and mo!ile handsets.?)e!ruaryC

'odaone signs a series o ground-!reaking agreements which will lead to the mo!ili ing o theinternet. ou Tu!e agrees to o er 'odaone customers specially rendered ou Tu!e pages on their mo!ile

phones. With Hoogle, 'oda one announces its intention to develop a location-!ased version o Hoogle Mapsor With eBay, 'oda one announces it is to o er the new eBay mo!ile Service to customers, WithMySpace.com 'oda one announces an e4clusive 5artnership to o er 'odaone customers a My Space

e4perience via their mo!ile phones. ?)e!ruaryC.

'odaone reaches @ million customers ?JanuaryC

$&1&

Sale o @:F stake in SwiterlandNs Wisdom ?#ecem!erCSale o @:F stake in BelgiumNs 5ro4imus. ?AugustC

The num!er o 'odaone lives $ustomers with 9H reached 7 million in March@ E

We ac1uired Telis Mo!il Telekom unikasyon /imetleri ?TurkeyC in May@ E.

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Launch o mo!ile T' capa!ility and 'oda one 6adio #J, which o ers a personali ed, interactive radioservice streamed to 9H phones and 5$s.9H !road!and through /S#5A launched o ering aster than 9H speeds. Japan !usiness sold to Sot!ank.

OMake the most o now% glo!al marketing campaign launched.Sir John Bond succeeds Lord McLaren as $hairman.$&&9We completed the ac1uisition o Mo!il phone S.A. ?6omaniaC and (skar Mo! ilea c.?$ech 6epu!licC ?MayC . Launch o 'odaone Simply, a new easy -to-use service or customers who wantto use voice and te4t services with minimum comple4ity ?MayC. Introduction o 'oda one 5assport, a voice roaming price plan that provides customers with greater priceclarity when using mo!ile voice services a!road$&&8

We launched our irst 9H service in +urope with 'odaone Mo!ile $onnect9H0H56S data card.

We have 7 5artner *etworks with new agreements in $yprus, /ong =ong and Lu4em!ourg.

'odaone live With 9H launched in 79 markets ?*ovem!erC.$&&

At the HSM Association Awards $eremony in $annes, )rance, we won the mo!ile industryNs most prestigious awards in two categories, Best $onsumer Wireless Application or Service and Best Television orBroadcast $ommercial or its glo!al consumer service, 'odaone live (ur premium handsets or 'odaonelive The Sharp HP7 won the Best Wireless /andset Award or the Sharp $orporation. 'oda one live

Attracts 7 million customers in its irst si4 months. 'erion Wireless and 'odaone co-operate on laptop e-mail, internet and corporate applications access or the


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B+./0 2 23 /*

QSir John Bond

QAndy /alord

QAnthony Watson

Q5hilip ea

Q'ittorio $olao

Q *ick Land

QJohn Buchanan

QAlan Je!son QAnne Lauvergeon

QSimon Murray

QLuc 'andevelde

C.)/2.,: S)/ J+, B+,0

M 5 5 3+./0

Sir John Bond !ecame $hairman o 'odaone Hroup 5lc on @: July @ Ehavingpreviously served as a *on-+4ecutive #irector. The #eputy $hairman, John Buchanan, is the nominated senior independent director andhis role includes !eing availa!le or approach or representation !y directors or signi icant shareholders whomay eel inhi!ited rom raising issues with the $hairman. /e is also responsi!le or conducting an annualreview o the per ormance o the $hairman and, in the event it should !e necessary, convening an annual

meeting o the non-e4ecutive directors. The $ompany considers all its present non-e4ecutive directors to !eully independent. 6ead the appointment or non-e4ecutive directors.

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http://www.vodafone.com/start/about_vodafone/who_we_are/meet_the_board/sir_john_bond.htmlhttp://www.vodafone.com/start/about_vodafone/who_we_are/meet_the_board/andy_halford.htmlhttp://www.vodafone.com/start/about_vodafone/who_we_are/meet_the_board/anthony_watson.htmlhttp://www.vodafone.com/start/about_vodafone/who_we_are/meet_the_board/philip_yea.htmlhttp://www.vodafone.com/start/about_vodafone/who_we_are/meet_the_board/vittorio_colao.htmlhttp://www.vodafone.com/start/about_vodafone/who_we_are/meet_the_board/nick_land.htmlhttp://www.vodafone.com/start/about_vodafone/who_we_are/meet_the_board/john_buchanan.htmlhttp://www.vodafone.com/start/about_vodafone/who_we_are/meet_the_board/alan_jebson.htmlhttp://www.vodafone.com/start/about_vodafone/who_we_are/meet_the_board/anne_lauvergeon.htmlhttp://www.vodafone.com/start/about_vodafone/who_we_are/meet_the_board/simon_murray.htmlhttp://www.vodafone.com/start/about_vodafone/who_we_are/meet_the_board/luc_vandevelde.htmlhttp://www.vodafone.com/start/about_vodafone/who_we_are/meet_the_board/luc_vandevelde.htmlhttp://www.vodafone.com/start/about_vodafone/who_we_are/meet_the_board/sir_john_bond.htmlhttp://www.vodafone.com/start/about_vodafone/who_we_are/meet_the_board/andy_halford.htmlhttp://www.vodafone.com/start/about_vodafone/who_we_are/meet_the_board/anthony_watson.htmlhttp://www.vodafone.com/start/about_vodafone/who_we_are/meet_the_board/philip_yea.htmlhttp://www.vodafone.com/start/about_vodafone/who_we_are/meet_the_board/vittorio_colao.htmlhttp://www.vodafone.com/start/about_vodafone/who_we_are/meet_the_board/nick_land.htmlhttp://www.vodafone.com/start/about_vodafone/who_we_are/meet_the_board/john_buchanan.htmlhttp://www.vodafone.com/start/about_vodafone/who_we_are/meet_the_board/alan_jebson.htmlhttp://www.vodafone.com/start/about_vodafone/who_we_are/meet_the_board/anne_lauvergeon.htmlhttp://www.vodafone.com/start/about_vodafone/who_we_are/meet_the_board/simon_murray.htmlhttp://www.vodafone.com/start/about_vodafone/who_we_are/meet_the_board/luc_vandevelde.html


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The e4ecutive directors are 'ictoria $olao ?$hie +4ecutiveC and Andy /al ord.

C ) 6 E7 5) V) 5+/). C+;.+'ictoria $olao !ecame $hie +4ecutive o 'odaone Hroup 5lc on @8 July @ ,having previously servedas a Board #irector

John Buchanan - #eputy $hairmanBoard director sinceR 7 April @ 9Board committeesR

*ominations and Hovernance $ommittee and Audit $ommittee John Buchannan is a mem!er o thenominations and governance committee and o the audit committee and solely or the

purpose o relevant legislation, is the Boa rd Ns appoint ed in ancial e4per t on tha t$ommi ttee. /e retired rom the Board o Board o B5 5lc in @ @ ater si4 years as Hroup $hie)inancial ( icer and e4ecutive director ollowing a wide-ranging career with the company. /e was amem!er o the


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H.;6+/0* - C ) 6 F),., ).; O66) /Andy /al ords !ecame the $hie )inancial ( icer o the $ompany in July @ :./e "oined'odaone in 7888 as )inancial #irector or 'odaone Limited, the


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and IS# calls. To make a con erence calls simply make your irst call. Then put the irst callon hold and dial the ne4t num!er. To con erence, scroll through the handset menu and selectthe con erence eature. *ow your calls are connected. To invite another person ollow thesame steps again.

*oteR

$all con erence is a handset dependent eature

ou are charged or the time on hold and con erence.

The originator o the calls will !e charged or all the calls initiated !y him. To use theacility you need to activate the 2call waiting3 eature on your handset.

CALLER LINE IDENTIFICATION RESTRICTION %CLIR'

*ow, with $LI6 you can restrict !eing displayed on the receiver%s cellular phone. Thismeans, you can maintain complete con identiality o your num!er. This means, you canmaintain complete con identiality o your num!er. This eature might not unction acrossoperator networks, !ut de initely restrict caller I# when called within the same cellularoperator network%s Mo!ile num!ers.

ITEMISED BILLING

An itemi ed !ill gives you the details o all calls made and received, and o all the othe r

acilities you availed o , on your mo!ile num!er during a month. It also carriesdetails o the num!er called0 received, time and date o the call, duration and theamount charged.

SHORT MESSAGING SERVICE

This eature allows you to send and receive messages to and rom, respectivelyGalmost all national and international cellular operators. SMS allows you access to serviceslime receiving stock to services lime receiving stock 1uotes, horoscopes, "okes messages,email, news, and many others. it comes as an in !uilt eature to all 'oda one su!scri!ers.'oda one o ers an array o services that help you manage yours calls !etter. )rom calleridenti ication to call waiting, rom call divert to call con erence 'oda one 6ede inesconvenience. Most o these eatures are optional and can !e availed o on re1uest and carry anominal su!scription charge. To activate any eature call our customers care or visit any'oda one On% < showroom.

CALL DIVERT %CD'

With call #ivert, you can divert an incoming call to another cell phone ?!e it 'oda one orairtel0 essar or BS*L cellular phoneC or even a landline num!er ?within Maharashtra localdialling listC. ou can divert your calls.

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VALUE ADDED SERVICES

Just when you thought you had the cake, we made it possi!le or you to eat it too.Introducing T/+ '(#A)(*+ 'alue Added Services, a vi!rant !ou1uet oDl it tl e conveniencesD Dsmall pleasuresD D!its o happinessD Ddollops o in otainmentD andall those 2itsy Betsy3 wants o yours that together make up T/+ BIH SMILI*H 5I$T


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VODAFONE GPRS > THE INTERNET ON THE MOVEVODAFONE

'oda one%s 9 H compati!le network supports general 5acket radio service ?H56SC and

+#H+, which allows you to access internet we!sites and in ormation portals on your mo!ile,making it possi!le to stay in ormed and remain truly connected in this dynamically changingand competitive environment. Hone are the days when connecting to a we!site rom themo!ile took as long as @-9 minutes. H56S compati!le handsets ensure that as a user, you are2always on3. There is no need or a dial up connection or any IS5 connection.

ADVANTAGE OF VODAFONE GPRS

/igh speed and 2 always on 2 internet on the move

Internet access on prepaid also

Li!eration rom the shackles o dial - up or IS5 connection.

6eceive voice calls or SMS even while logged on to H56S.

6evolutionary concept o charging - only or what you send and receive

( ers MMS, a plat orm to communicate not "ust in voice or te4t !ut alsoin ull color images.

CEO

MANAGING DIRECTOR

DIERCTOROF HUMAN

RESOURCES

DIERCTOROF SALES

ANDMARKETING

DIERCTOR OFSUPPLY CHAINMANAGEMENT

DIERCTOR OFTRAINING ANDDEVELOPMENT

DIERCTOROF FINANCE

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CHAPTER NO:-3

CONCEPTUAL STUDY OF THEPROJECT IDEA

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D 6),)5)+,:

An organi ationNs strategy that com!ines all o its marketing goals into onecomprehensive plan . A good marketing strategy should !e drawn rom market research andocus on the right product mi4 in order to achieve the ma4imum pro it potential and sustainthe !usiness . The marketing strategy is the oundation o a marketing plan .

P+? ;./! .0 /5)* 2 ,5! 2./@ 5), *.; * 5 /2*Marketing

Marketing concept

#istri!ution channel

5roduct

6eceiving

Marketing mi4

Market orientation

Market e1uili!rium

customer

TYPES OF MARKETING STRATEGIES

I,5 /, 5 M./@ 5), Internet marketing is any marketing strategy that takes place online. Alsore erred to as online marketing, it encompasses a variety o marketing orms like videoadvertisements, search engine marketing and e-mail marketing. It is the opposite o o linemarketing, and can also all under digital marketing. Internet marketing needs a goodapproach in areas o design, development and advertising.

O66;), M./@ 5), ( line marketing, the opposite o online marketing, includes all orms o

marketing that aren%t done on the Internet.

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http://www.businessdictionary.com/definition/organization.htmlhttp://www.businessdictionary.com/definition/organization.htmlhttp://www.businessdictionary.com/definition/organization.htmlhttp://www.businessdictionary.com/definition/strategy.htmlhttp://www.businessdictionary.com/definition/strategy.htmlhttp://www.investorwords.com/9217/combine.htmlhttp://www.investorwords.com/9217/combine.htmlhttp://www.investorwords.com/6221/all.htmlhttp://www.investorwords.com/6221/all.htmlhttp://www.investorwords.com/2656/its.htmlhttp://www.investorguide.com/definition/marketing.htmlhttp://www.investorguide.com/definition/marketing.htmlhttp://www.investorguide.com/definition/marketing.htmlhttp://www.investorwords.com/2187/goal.htmlhttp://www.businessdictionary.com/definition/comprehensive.htmlhttp://www.businessdictionary.com/definition/plan.htmlhttp://www.businessdictionary.com/definition/plan.htmlhttp://www.investorguide.com/definition/market-research.htmlhttp://www.investorguide.com/definition/market-research.htmlhttp://www.businessdictionary.com/definition/product-mix.htmlhttp://www.businessdictionary.com/definition/achieve.htmlhttp://www.investorguide.com/definition/maximum.htmlhttp://www.businessdictionary.com/definition/profit-potential.htmlhttp://www.businessdictionary.com/definition/profit-potential.htmlhttp://www.businessdictionary.com/definition/business.htmlhttp://www.businessdictionary.com/definition/business.htmlhttp://www.businessdictionary.com/definition/foundation.htmlhttp://www.businessdictionary.com/definition/marketing-plan.htmlhttp://www.designandpromote.com/internet-marketing/http://www.designandpromote.com/internet-marketing/http://www.businessdictionary.com/definition/organization.htmlhttp://www.businessdictionary.com/definition/strategy.htmlhttp://www.investorwords.com/9217/combine.htmlhttp://www.investorwords.com/6221/all.htmlhttp://www.investorwords.com/2656/its.htmlhttp://www.investorguide.com/definition/marketing.htmlhttp://www.investorwords.com/2187/goal.htmlhttp://www.businessdictionary.com/definition/comprehensive.htmlhttp://www.businessdictionary.com/definition/plan.htmlhttp://www.investorguide.com/definition/market-research.htmlhttp://www.businessdictionary.com/definition/product-mix.htmlhttp://www.businessdictionary.com/definition/achieve.htmlhttp://www.investorguide.com/definition/maximum.htmlhttp://www.businessdictionary.com/definition/profit-potential.htmlhttp://www.businessdictionary.com/definition/business.htmlhttp://www.businessdictionary.com/definition/foundation.htmlhttp://www.businessdictionary.com/definition/marketing-plan.htmlhttp://www.designandpromote.com/internet-marketing/


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O 53+ ,0 M./@ 5), When you think o marketing, the di erent orms you come up with are mostlyout!ound marketing ?also called traditional marketingC.

I,3+ ,0 M./@ 5), In!ound marketing ocuses on having your company ound !y customers,as opposed to reaching out to them directly like in out!ound marketing.

N *; 55 / M./@ 5), *ewsletter marketing and email marketing re er to ways o promoting yourcompany through emails. Typically, a irm using newsletter marketing will have a group ocontacts that they will send a newsletter containing some interesting in ormation to.

M+3); M./@ 5), Along with Internet marketing, mo!ile marketing is part o the newest groupso marketing activities. $ompanies have !een e4perimenting with the certain ways to reachconsumers through their phones, especially with the rise o Apple%s phone.

T ; 2./@ 5), A orm o direct marketing, telemarketing%s ocus is on reaching consumers !y

phone. Most o what we thing o as telemarketing is cold call marketing, which is unpopularand has lead to laws !eing created against it. /owever, telemarketing can !e e ective i the

right person is reached on the phone at the right time.

T ,) * +6 2./@ 5), *5/.5 ) *

1( S+ ).; M./@ 5), :

It re ers to the design, implementation and control o programs to increase the accepta!ilityo a social cause or practice among people e.g. *o Smoking campaign in #elhi


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4( R ;.5)+,* )? M./@ 5), :

Marketing through creating, maintaining and enhancing strong long-term relationships withcustomers in order to win his loyalty e.g. a restaurant can !uild relationships with customers

!y sending him wishes and discount o ers on his !irthdays.

( S / ) * M./@ 5), :

It is applying the concepts, tools and techni1ues o marketing to services like !anking,insurance, retailing, educational etc.

#( P /*+, M./@ 5), :

It consists o activities undertaken to create, maintain or change attitudes or !ehaviourtowards particular people like politicians, sports stars, ilm stars, pro essionals to promotetheir careers and income.

( O/ .,)*.5)+, M./@ 5), :

It consists o activities undertaken to create, maintain or change attitudes and !ehaviour otarget audiences towards an organisation.

8( P;. M./@ 5), :

5lace marketing involves activities undertaken to create, maintain, or change attitudes and !ehaviour towards particular places e.g. tourism marketing.

T ,.5 / +6 *5/.5 ) ?;.,,),

5lanning

The process o anticipating uture events and determining strategies to achieveorgani ation o!"ectives in the uture.

Strategic planning

The process o developing and maintaining a strategic it !etween theorgani ation%s goals and capa!ilities and its changing marketing opportunities.

M./@ 5), /+; ), *5/.5 ) ?;.,,),

5rovide a guiding philosophy

Indenti y attractive opportunities

#esign e ective strategies

Build strong value chains

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)orm superior value delivery networks

M./@ 5), *5/.5

Market segmentation

Target marketing

Market positioning

CUSTOMERS GROUP

Heographic

#emographic

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CHAPTER NO:-4

RESEARCH & METHODOLOGY

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.7C I,5/+0 5)+,

2Marketing research means the systematic gathering recording, analy ing godata a!out pro!lems relating to the marketing o goods and services3. Marketing researchhas proved an essential tool to make all the need o marketing management. Marketingresearch there ore is the scienti ic process o gathering and analy ing o marketingin ormation to meet the needs o marketing management. But gathering o o!servation is

must !e systematic.The systematic conduct o research re1uiresR

(rderliness, in which the measurements are accurate.Impartiality in analysis and interpretation.

All o research can !e categori ed into !asic and applied !asic 6esearch is that intended toe4pand the !ody o knowledge or the use o others.

1( BASIC RESEARCH : -

6esearch is that intended to e4pand the !ody o knowledge or theuse o others.

$( APPLIED RESEARCH : -

Applied research is one, which is carried out to ind the solution or a

particular pro!lem or or guiding a speci ic decision. It is usually private in nature. Myresearch on 'oda one carried on or guiding speci ic decisions and it results are use ul only

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5ro!lem Identi ication6esearch #esign#ata $ollection #ata Analysis & Interpretation 6esearch6eport & 5resentation

4( (1'P/+3; 2 I0 ,5)6) .5)+,

The irst and the most important step o marketing research is properlyde i ni ng the pro!lem. In order to identi y the research pro!lem two categories o pro!lemshould !e care ully noticed.

/ere the researcher%s pro!lems areR-

A num!er o customers are not satis ied with services, new schemes and o ers.A num!er o customers are not satis ied with the network coverage.A num!er o customers are not satis ied with the current call rates o 'oda one.A num!er o customers are not satis ied with the )ree SMS schemes.A num!er o customers are not satis ied with the service o customer care o'oda one.

4( ($' RESEARCH DESIGN:

6esearch design indicates the methods and procedure o conducting research study.6esearch design can !e done in ollowing three typesR- +4ploratory research ocuses on thediscovery o new ideas and is generally !ased on secondary data.

1 E7?;+/.5+/ R* ./ :-

+4ploratory research ocuses on the discovery o new ideas and is generally !asedon secondary data

$ D* /)?5) R* ./ 0*) ,:-

#escriptive research is undertaken when the researcher want to know thecharacteristics o certain groups.

" C.*.; +/ E7? /)2 ,5.; R* ./ *:-

An e4perimental research is undertaken to identi y causes and e ect

relationship !etween two varia!les.

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The 6esearch #esign is. D*/)?5) R*./ D*),

4( ("' D.5. C+;; 5)+, .,0 S.2?;), :

A' S+ / * +6 D.5. C+;; 5)+,:-Basically there are two types o data i.e. secondary and primaryR

4(#'P/)2./ 0.5. +;; 5)+,:-

5rimary data collection contains the ollowing our types o methodsR -

1 O3*/.5)+, M5+0:

It contains $ausal o!servation, Systematic o!servation, direct o!servation andcontrived o!servation.

$ S/ M5+0:

It contains 5ersonal Interview, Telephone Interview and Mail Interview. Secondary datacollection

" E7?/)2,5.; M5+0(4 P., ; M5+0(

4( ' S +,0./ 0.5. +;; 5)+,

It can !e collected rom internal as well as e4ternal sources

1 I,5/,.; S+/ : 'arious internal sources like employee, !ooks, sales activity, stock availa!ility, productcost, etc.

$ E75/,.; S+/ *:

Li!raries, trade pu!lications, literatures, etc are some important sources o e4ternal data. Theresearcher has used primary data or the core purpose o the pro"ect and this primary data has

!een gathered !y survey method. The researcher has also used secondary data.

B'D.5. +;; 5)+, T++;*:

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To conduct a survey, the 6esearcher has selected a structured 1uestionnaire asan instruction or gathering valua!le in ormation rom the customers. Kuestionnaire, whichis used or the survey, is consisting o 1uestions and checklist 1uestions tocheck the customer eed!ack.

C' S.2?;), P;.,:

The researcher has design a sampling plan that is consist o ive decisions. SAM5LI*H P/+3.3);)5 S.2?;), :-

*on U 5ro!a!ility sampling contains ollowing methodsR-aC Judgment Sampling.

!C $onvenience Sampling.cC 5anel Sampling.dC Kuota Sampling

)or this purpose the researcher has used non pro!a!ility convenience sampling.

III' S.2?; *) :

Sample si e means limited num!ers o respondents covered under the research study rom a population and the researcher has taken a survey o 7 respondents to know the satis action

level o customer.

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IV' S.2?;), A/ .:

The researcher%s area or survey wasR

The S.5.B. $ollege o Business Administration,


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K7C #o you have a mo!ile phone

P /?+* :The main purpose o this 1uestion is to know how many respondents use

mo!ile phone.

* *5)+,* * ,+

N+ +6 / *?+,0 ,5 9"

I,5 /?/ 5.5)+,:

89F o the respondents are have a mo!ile phone while ;F o the respondents donot have amo!ile phone.

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Q2)Are you aware about telecommunications services?

P /?+* :

The main purpose !ehind this 1uestion is know a!out the awareness o respodents regarding di erenttelecommunications services and also to know a!out which telecommunication?operator%sC servicethey use.

* *5)+,* * ,+

N+ +6 / *?+,0 ,5 9

I,5 /?/ 5.5)+,: 8:F o the respondents% area ware a!out telecommunications services

while :F are not aware.

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Q3) Which operator%s service do you use

OPERATOR S

SERVICE NAME

NO( OF

RESPONDENTS

'oda one ;

Airtel @8

Idea 7;

6eliance @7

BS*L :

Tata Indicom 9

I,5 /?/ 5.5)+,:

Ma"or respondents using mo!ile are en"oying 'oda one services. 7EF o the

6espondents use Airtel, EF respondents use Idea while 7@F, F and @F respondents use

6eliance, BS*L and Tata Indicom respectively.

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K C Are you aware a!out 'oda one

P /?+* :

The purpose !ehind this 1uestion is to know a!out the awareness o 'oda one

among all the respondents.

* *5)+,* * ,+

N+ +6 / *?+,0 ,5 1&& &

I,5 /?/ 5.5)+,:

/ere 7 F o respondents are aware a!out 'oda one Services.

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K:C )rom which source you came to know a!out 'oda one

P /?+* :

The purpose !ehind this 1uestion is to know rom which source the respondents

came to know a!out 'oda one.

SOURCES NO( OFRESPONDENTS

Advertisements E9

/oardings :@

*ewspapers 9:

Mouth pu!licity @E

I,5 /?/ 5.5)+,:

9EF o the respondents are aware a!out 'oda one through Advertisements,@8Fare aware !ecause o /oardings while @ F and 7:F o the respondents are aware

!ecause o *ewspapers and Mouth 5u!licity respectively.

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KEC Since how long you are using 'oda one Services

P /?+* :

The purpose !ehind this 1uestion is to know a!out the usage time o 'oda onecustomers i.e. since how long they are using 'oda one services.

TIME PERIOD NO( OFRESPONDENTS

Less than 7 month 7@

@-E months 78

E-7@ months @@

More than 7 years 9

I,5 /?/ 5.5)+,:

Ma"or 6espondents using 'oda one are old customers. 98F o the respondents


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K;C Which o the ollowing services do you use o 'oda one

P /?+* :

The purpose !ehind this 1uestion is to know which services do the 'oda one customeruse, 5re-5aid or 5ost-5aid.

S+6'I$+S *(. ()6+S5(*#+*TS

5re-paid ;9

5ost-paid 7

I,5 /?/ 5.5)+,:

F o the respondents use pre-paid services while only 7EF o the respondents

use post-paid services.

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K8C #o you call at customer care

P /?+* :

The purpose o this 1uestion is to know how many times and how o ten the

respondents call at customer care o 'oda one.

* *5)+,* * ,+

N+ +6 / *?+,0 ,5 # 11

I,5 /?/ 5.5)+,:

;F o the respondent calls at customer care while 79F respondents do not call

at customer care.

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I6 *! + +65 , + .;; .5 *5+2 / ./

TIME PERIOD NO( OFRESPONDENTS

#aily :

(nce a week 7@

(nce a month @

occasionally 9:

I,5 /?/ 5.5)+,:

Ma"or respondents here call customer care occasionally. 97F respondents

6espondents call customer care once a month while 7EF and ;F o respondents call once

a week and daily respectively.

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K7 C or what reason you call at customer care

P /?+* :

The main purpose o this 1uestion is to know the reason o the respondents

6egarding calling at customer care.

6+AS(*S *o o respondents

'alue added services @7

In ormation regarding new schemes @9

complaining @

(ther 1ueries 9E

I,5 /?/ 5.5)+,:

9 F o respondents call at customer care or complaining purpose while9 F, 78F and 7;F o respondents call customer care or other 1ueries, in ormationregarding new schemes and value added services respectively.

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K77C 6ate the ollowing on the !asis o your satis action.

* / ) * 7 ;; ,5 V /++0

F.)/;

++0

. /. P++/

network 97 @8 7; ; 9

SMS rates E 78 9: @ 9

*ew schemes

& o ers

9 7 @; 99 7

$ustomercare

E 9@ @8 7: :

6echargeoutlets

7@ @ 97 7 @

$all rates @ @ 9 78 9

'alue addedservices

8 @ @8 78 E

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N 5 +/@:

P /?+* :

The purpose o this analysis is to know the perspective o the customers o 'oda oneregarding network service.

* / ) * 7 ;; ,5 V /++0

F.)/;

++0

. /. P++/

network 97 @8 7; ; 9

I,5 /?/ 5.5)+,:

/ere ma"or respondents are satis ied with the network coverage. 9EF o the

6espondents are rate the 'oda one%s network e4cellent, 99F rate it very good, @ F rate it

)airly good while F and 9F rate it average and poor.

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SMS R.5 *:

P /?+* :

The purpose o this analysis is to know the perspective o the customers o'oda one regarding 6ates o SMS.

* / ) * 7 ;; ,5 V /++0

F.)/;

++0

. /. P++/

SMS rates E 78 9: @ 9

I,5 /?/ 5.5)+,:

/ere ma"or respondents are not much satis ied with the SMS rates o 'oda oneas ma"or respondents are youngsters. ;F o respondents rate it e4cellent, @@F rate it verygood, F rate it airly good, @ F rate it average, 9F rate it poor.

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N S 2 * .,0 O66 /*:

P /?+* :

The main purpose o this analysis is to the respondent%s perspective related to the *ew schemes and o ers provided !y 'oda one.

* / ) * 7 ;; ,5 V /++0

F.)/;

++0

. /. P++/

*ew schemes& o ers

9 7 @; 99 7

I,5 /?/ 5.5)+,:

/ere ma"or respondents are not much satis ied with new schemes and o ers o'oda one. 9 F respondents rate new schemes and o ers as average, 97F respondents rate itas airly good, 7EF rate it as very good while 7@F and 9F rate it as poor and e4cellentrespectively.

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C *5+2 / C./ :

P /?+* :

The main purpose o this analysis is to know a!out the satis action o customer careservice provided !y 'oda one to their customers.

* / ) * 7 ;; ,5 V /++0

F.)/;

++0

. /. P++/

$ustomercare

E 9@ @8 7: :

I,5 /?/ 5.5)+,: $ustomer care service o 'oda one is !etter compared to some o the otherservices. 9;F respondents rate it as very good, 99F rate it as airly good, 7;F rate it asaverage, and EF and ;F rate it as poor and e4cellent respectively.

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R ./ O 5; 5*:

P /?+* :

The purpose !ehind this analysis is to know a!out the satis action o the'oda onecustomers regarding recharge outlets.

* / ) * 7 ;; ,5 V /++0

F.)/;

++0

. /. P++/

6echargeoutlets

7@ @ 97 7 @

I,5 /?/ 5.5)+,:6echarge outlets o 'oda one are ma"orly rated on airly good and very good !asis. 9EF othe respondents rate it as airly good, 9@F rate it as very good, 7EF rate itas average, 7 Frate it e4cellent and @F respondents rate it as poor.

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C.;; R.5 *:

P /?+* :

The purpose !ehind this analysis is to know a!out the perception o 'oda onecustomers regarding di erent call rates.

* / ) * 7 ;; ,5 V /++0

F.)/;

++0

. /. P++/

$all rates @ @ 9 78 9

I,5 /?/ 5.5)+,:

Ma"or percentage o respondents is not happy with the call rates o'oda one. 8F o respondents rate call rates o 'oda one as airly good, @9F rate it as verygood,@@F rate it as average while F and @F respondent rate it as poor and e4cellentrespectively.

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K77C why you are not using 'oda one Services

P /?+* :

The purpose o this 1uestion is know why other respondents do not use 'oda oneservices.

REASONS NO( OFRESPONDENTS

Lack o awareness @

/igh prices E

5oor services 9

5oor network @

I,5 /?/ 5.5)+,:

E don%t use 'oda one services !ecause o high prices. 9 respondents don%t use'oda one services !ecause o poor services while @ respondents each don%t use 'oda oneservices !ecause o lack o awareness and poor network.

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K7@C Would you like to recommend 'oda one to others

P /?+* :

The purpose o this 1uestion is to know the recommendations o the respondentstowards 'oda one, whether they would like to recommend the 'oda one services to others or not.

* *5)+,* * ,+

N+ +6/ *?+,0 ,5

8 9

8 F o the 'oda one customers would to recommend 'oda one services to

I,5 /?/ 5.5)+,:

8 F o the 'oda one customers would to recommend 'oda one services to

other while 7 F o the customers won%t recommend to others.

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CHAPTER NO:-6

FINDING, CONCLUSION &SUGGESSTIONS

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F),0),*

89F o the respondents are having a mo!ile phone while ;F o the respondents do

not have a mo!ile phone.

7 F o the respondents are aware a!out telecommunications services.

7EF o the respondents use Airtel, EF respondents use Idea while 7@F, F and@F

respondents use 6eliance, BS*L and Tata Indicom respectively.

7 F o respondents are aware a!out 'oda one Services.

9EF o the respondents are aware a!out 'oda one through Advertisements, @8Fare

aware !ecause o /oardings while @ F and 7:F o the respondents are

aware !ecause oo *ewspapers and Mouth 5u!licity respectively.

98F o the respondents use 'oda one services rom past more than 7 year while the

lowest is a 7 F respondent using 'oda one services less than 7 month.

F o the respondents use pre-paid services while only 7EF o the respondents use

post-paid services.

C+, ; *)+,

)ollowing are the conclusion that the researcher ound a ter the survey

)rom the a!ove analysis the researcher concludes that ma"or respondents are dissatis ied

with some o the ma"or services like call rates.SMS rates and new schemes & o ers

Ma"or respondents rom all respondents use services o 'oda one.

Ma"or customers o 'oda one are old customers so many o the respondents are

satis ied with the services o 'oda one and thus they would like to recommend

'oda one to others.

Ma"or respondents using 'oda one use pre-paid services compared to post-

paid services.

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Ma"or respondents are youngsters so they need more SMS acili t ies and

low call rates, !ut 'oda one dissatis ies these age group ?7 -@:C as their call rates

and SMS rates are much high.

S *5)+,*

)ollowing are some o the suggestions given !y the researcher so that 'oda one canserve

people and its customers in an improved wayR

'oda one should decrease call rates or local users.

'oda one should provide more o ers to 5ost-5aid customers so that the num!er o

5ost-5aid customers increase.

'oda one should !ring introduce some new SMS schemes or the youngsters.

'oda one should introduce more schemes and o ers.

'oda one should provide more schemes and o ers to its old customers.

'oda one should decrease call rates o ST# and IS#.

a project report on marketing

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