airtel,vodafone
Post on 11-Nov-2014
31 Views
Preview:
DESCRIPTION
TRANSCRIPT
To Study the Consumer Preference Regarding Airtel and Vodafone
(Study of Amritsar City)Project Report
Submitted toDr. IT BUSINESS SCHOOL
Affiliated to Punjab Technical University, Jalandhar In partial fulfillment of the requirements of MBA Degree
(2009-2011)
SUPERVISED BY: SUBMITTED BY:
Miss. Ujjal Sandhu Hemant kakkar
Roll No 94462236760
STUDENT DECLARATION
This is to certify that the project entitled “To Study the Consumer Preference
Regarding Airtel and Vodafone” completed during the session 2009-2011 for MBA
degree is a bonafide piece of research work and all the sources used to complete
this project are duly acknowledged. In case, the project report or any part of it is
found to be copied or quoted without reference, I shall be solely held accountable
for the repercussions arising there from.
Dated: Signature
ACKNOWLEDGEMENT
I am indebted to my guide Ms.Ujjal Sandhu , for giving me constant
encouragement and guidance throughout the course of this work. The valuable
time and effort put in by his, helped me to carry out this project in the required
manner.
I am grateful to all the members of department faculty for their guidance in
completion of the report.
I would also like to express my sincere thanks to all the respondents of my study
for their kind cooperation.
In the end, I would like to thank all my friends and people who have directly or
indirectly helped me for their moral support which was instrumental in
completion of this project.
Hemant Kakkar
Roll No.94462236760
Table of Contents
Chapter Description
1 Introduction
2 Review of Literature
3 Research Methodology
4 Data Analysis and Interpretation
5 Facts and Findings
6 Summary, Conclusion and Recommendations
7 Bibliography
8 Questionnaire
Chapter 1INTRODUCTION
CUSTOMER:
A customer is someone who makes use of the paid products of an individual or
organization. This is typically through purchasing or renting goods or services.
The word historically derives from “custom”, meaning “habit”; a customer was someone
who frequented a particular shop, who made it a habit to purchase goods of the sort the shop sold
their rather than elsewhere, and with whom the shopkeeper had to maintain a relationship to keep
his or her “custom”, meaning expected purchases in the future. The shopkeeper remembered the
sizes and preferences of his or her customers, for example. The word did not refer to those who
purchased things at a fair or bazaar, or from a street vendor.
Types of customersCustomers can be classified into two main groups: internal and external. Internal
customers work for the organization, possibly in another department or another branch. External
customers are essentially the general public.
Internal customers
• People working in different departments of the vendor’s organization.
• People working in different branches of the vendor’s organization.
External customers
• Individuals
• Businesses or business people, including suppliers, bankers and competitors.
• NGOs, Government bodies, Voluntary organizations.
Needs and ExpectationsCustomer needs may be defined as the facilities or services a customer requires to achieve
specific goals or objectives. Needs are generally no-negotiable, but may be optional or of varying
importance to the customer. In any transaction, customers seek value-for-money, and will often
consider a range of vendors’ offers before settling on a purchase.
Customer expectations are based n perceived values of facilities or services as applied to
specific needs. Expectations are influenced by cultural values, advertising, marketing, and other
communications, both with the supplier and with other sources. Expectations are negotiable and
modifiable.
Both customer needs and expectations may be determined through interviews, surveys,
conversations or other methods of collecting information. Customers at times do not have a clear
understanding of their needs. Assisting in determining needs is a valuable service to the
customer, the process, expectations may be set or adjusted to correspond to known product
capabilities or service levels.
A Customer can be defined on a businessman’s or seller’s point of view as:-
• A customer is the most important person in any business.
• A customer is not dependent upon business. Business is dependent upon him.
• A customer is an essential part of the business- not an outsider
• A customer is not just money in the cash register. He is a human being with feelings and
deserves t be treated with respect.
• A customer is a person who comes to sellers with his needs and his wants. It is seller’s
job to fill them.
• A customer deserves the most courteous attention the businessmen can give him.
• He is the lifeblood of every business. He pays the salary. Without him business would
have to closed the doors. As marketers we must never forget it.
• Thus customer is treated as the most important fundamental aspect of marketing other
than competitor and values.
(http://www.docstoc.com/docs/DownloadDoc.aspx?doc_id=7138364)
Consumer Preferences and Related ConceptsAs with much research on consumers, and indeed social science in general, there is a lot of
terminological confusion and sometimes a lack of rigor. This is acknowledged within the
academic literature and steps are being taken to rectify this situation. The following definitions of
key terms are provided in the hope of clarifying the following discussion of the literature.
Consumer SatisfactionConsumer satisfaction and acceptance are often considered in the literature to be closely linked
yet these are distinct concepts. Satisfaction is the fulfillment and gratification of the need for a
stated good or service, here, water.
Consumer AcceptanceAcceptance describes consumer willingness to receive and/or to tolerate. For example, a
customer might accept the occurrence of a certain number of yearly supply interruptions given a
certain price. Consumer acceptance and satisfaction are related, as the first is a precursor of the
latter. However, despite the fact that satisfaction and acceptance can be thought of as lying on a
continuum, acceptance does not automatically lead to satisfaction (see Figure 1.1). Weighing
needs or preferences against provided product or service attributes results in the balance of
satisfaction pointing in a negative or positive direction, depending on whether interests are
conflicting or corresponding. This determines the way in which people evaluate companies’ or
utilities’ performance. Only when a consumer’s needs for a stated good or service are met, i.e.
when the service provided corresponds with their preferences, will they feel satisfied. Customer
satisfaction can be enhanced when their needs are met (in terms of both quality and quantity) and
accord with their preferences. At the other end of this dimension, where the service provided
conflicts with the prevailing needs or preferences, customers may experience feelings of
dissatisfaction.
Figure. Schematic review of the concept of acceptance placed in the context of customer
preferences and satisfaction
Acceptance is also used in the literature to mean an affirmative answer to a proposal. The
distinction is subtle but there are occasions where consumers might not agree to a proposal yet
accept the subsequent service in the sense of tolerating it.
Consumer ConcernsThese are expressed anxieties or unease over an object broadly defined (e.g. discoloured tap
water or a proposal to change the water pricing structure).
Consumer PreferencesThis is used primarily to mean an option that has the greatest anticipated value among a number
of options. This is an economic definition and does not tap into ‘wishes’ or ‘dreams’ (for e.g. that
safe drinking water was free, that there should be world peace) but for all practical purposes is an
appropriate definition. Preference and acceptance can in certain circumstances mean the same
thing but it is useful to keep the distinction in mind with preference tending to indicate choices
among neutral or more valued options with acceptance indicating a willingness to tolerate the
status quo or some less desirable option.
Consumer ExpectationsThe distinction between expectations and preferences is often blurred though the concepts are
distinct. Expectation is used in three slightly differing senses in the literature. One is the act of
expecting or looking forward – a belief about what will happen in the future. Most consumers in
Europe expect that clean and safe water will come out of their taps the next time they turn them
on. A related but more technical use of expectation is to denote a more formal estimation of the
probability of an event occurring. These first two definitions can be distinguished from
preference in that preferences refer to some desired state and, as in the above definition, imply
that more than one state is possible and that there are some options. Unfortunately expectation is
also used more loosely to mean a requirement or demand for something and in this sense is a
kind of strong preference. When reading the literature it is important to ascertain which
definition is being used.
Consumer AwarenessConsumer awareness is the level of knowledge about, in this case, water which includes the
water company, regulatory framework, supply system and service, or the water itself. In most
research the adequacy or otherwise of this awareness is anchored against the service provider or
regulator’s perspective on the supply. Where consumer awareness does not equate with this
industry perspective this is often termed a consumer (mis)perception.
However, it should be noted that there is a distinction between holding factually incorrect
knowledge about the supply system (for e.g. that the water comes from a river when it comes
from an aquifer) and differing perspectives on, say, the safety of the supply. In the latter example
assessments of safety are judgements made under uncertainty about the future and thus have a
legitimately contestable truth status. What is acceptably safe is a matter of judgment (potentially
based on ‘good science’ but a judgement under uncertainty nonetheless) and may or may not be a
‘mis-perception’.
Risk PerceptionThis is a term used rather loosely in the literature to mean the level of risk associated with
exposure to a hazard. Unfortunately a ‘risk’ is often used to mean the specific hazard itself rather
than a formal risk which is a combined assessment of the likelihood and magnitude of harm that
may occur as a result of exposure to the hazard. In section 3 we discuss this concept further.
Consumer AttitudesAn attitude is a positive or negative evaluation of a social object or action. A ‘social object’ in the
present context might mean the water company, water regulations, supply system and service, or
the water itself. Many theories of attitudes (e.g. the well-known theory of planned behavior,
Ajzen, 1985) have attitude as a factor involved in determining behavioral choices however there
is considerable continuing debate about when, and in what circumstances, attitudes are important
determinants of behavior. An attitude toward something should thus not be taken to imply that
attitude consistent behavior will automatically follow.
Consumers and the PublicWhile discussing definitional clarity it is worth acknowledging that ‘the consumer’ is not a
representative of a single homogeneous group, ‘the public’. Social scientists prefer to use the
term ‘publics’ to reflect the idea that not all members of ‘the public’ share the same goals and values nor have the same relative power status within any society. A crude example we will return to later is that the poor/unemployed are unable to pay for some services and it would be a mistake to ignore the importance of this different status when studying preferences.
In the case of water consumption, all members of the population have to consume water from
some source but some are the direct payers of water bills (customers), some pay indirectly (e.g.
those living in care homes, or some forms of rented accommodation) and others are dependents
of customers.
These differing groups will have differing relationships with suppliers and may well have
different preferences.
(http://www.techneau.org/fileadmin/files/Publications/Publications/Deliverables/D6.2.1.pdf)
Tips for getting closer to your customers
• Involve the customer in product development. Look at what Dell is doing using IdeaStorm4 to
see how companies like this are co-creating with their customers.
• Recognize key customer events. For example, many insurers proactively contact a customer
one month prior to their insurance policy renewal date. You can always predict and pre-empt
your customers’ needs: if they bought a printer they’re going to need more ink!
• Cross-channel consistency – recognize customers across different channels from one
interaction to the next, whether they’re in-store buying with loyalty points, or chasing a delivery
online.
• Be a great listener. Keep talking to customers and use their constructive feedback to shape your
future plans. Tell them exactly what you’ve done to address their views.
(http://www.vodafone.com/etc/medialib/business_refresh/pdf.Par.69894.File.dat/Getting-closer-
red-paper.pdf)
Why do we think customer satisfaction is important?
In a competitive market place where businesses compete for customers, customer satisfaction is
seen as a key differentiator and increasingly has become a key element of business strategy.
How to measure customer satisfaction?
There are many ways to measure customer satisfaction. First of all we will give you some
examples of methods you can use:
THE SERVQUAL MODEL:
The SERVQUAL model was originally measured on 10 aspects of service quality: reliability,
responsiveness, competence, access, courtesy, communication, credibility, security,
understanding or knowing the customer and tangibles. It measures the gap between customer
expectations and experience.
By the early nineties the authors had refined the model to the useful acronym RATER:
·Reliability
·Assurance
·Tangibles
·Empathy
·Responsiveness
The simplified RATER model however is a simple and useful model for qualitatively exploring
and assessing customers' service experiences and has been used widely by service delivery
organizations. It is an efficient model in helping an organization shape up their efforts in bridging
the gap between perceived and expected service.
THE BALANCED SCORECARD
The balanced scorecard (BSC) is a strategic performance management tool for measuring
whether the smaller-scale operational activities of a company are aligned with its larger-scale
objectives in terms of vision and strategy.
By focusing not only on financial outcomes but also on the operational, marketing and
developmental inputs to these, the Balanced Scorecard helps provide a more comprehensive
view of a business, which in turn helps organizations act in their best long-term interests.
The underlying rationale is that organizations cannot directly influence financial outcomes, as
these are "lag" measures, and that the use of financial measures alone to inform the strategic
control of the firm is unwise. Organizations should instead also measure those areas where direct
management intervention is possible. In so doing, the early versions of the Balanced Scorecard
helped organizations achieve a degree of "balance" in selection of performance measures. In
practice, early Scorecards achieved this balance by encouraging managers to select measures
from three additional categories or perspectives: "Customer," "Internal Business Processes" and
"Learning and Growth."
Implementing Balanced Scorecards typically includes four processes:
1. Translating the vision into operational goals;
2. Communicating the vision and link it to individual performance;
3. Business planning; index setting
4. Feedback and learning, and adjusting the strategy accordingly.
According to Kaplan and Norton, “The Balanced Scorecard provides managers with the
instrumentation they need to navigate to future competitive success”.
Many books and articles referring to balanced scorecards confuse the design process elements
and the balanced scorecard itself. In particular, it is common for people to refer to a “strategic
linkage model” or “strategy map” as being a balanced scorecard.
Although it helps focus managers' attention on strategic issues and the management of the
implementation of strategy, it is important to remember that the balanced scorecard itself has no
role in the formation of strategy. In fact, balanced scorecards can comfortably co-exist with
strategic planning systems and other tool.
KANO MODEL:
The Kano model is a theory of product development and customer satisfaction developed in the
80's by Professor Noriaki Kano which classifies customer preferences into five categories:
·Attractive
·One-Dimensional
·Must-Be
·Indifferent
·Reverse
These categories have been translated into English using various different names
(delighters/exciters, satisfiers, dissatisfiers, etc.), but all refer to the original articles written by
Kano
The Kano model offers some insight into the product attributes which are perceived to be
important to customers. The purpose of the tool is to support product specification and
discussion through better development team understanding. Kano's model focuses on
differentiating product features, as opposed to focusing initially on customer needs. Kano also
produced a methodology for mapping consumer responses to questionnaires onto his model.
Quality Function Deployment (QFD) makes use of the Kano model in terms of the structuring of
the Comprehensive QFD matrices. Mixing Kano types in QFD matrices can lead to distortions
in the customer weighting of product characteristics. For instance, mixing Must-Be product
characteristics --such as cost, reliability, workmanship, safety, and technologies used in the
product--in the initial House of Quality will usually result in completely filled rows and columns
with high correlation values. Other Comprehensive QFD techniques using additional matrices
are used to avoid such issues. Kano's model provides the insights into the dynamics of customer
preferences to understand these methodology dynamics
SIMALTO MODEL:
Finding out what people value lies at the very heart of successful pricing research. Yet
establishing the value that people place on the goods and services they sell is one of the most
difficult tasks for the business-to-business marketer. If they pitch their price too high then quite
clearly they will lose out to the competition. Equally, if the price is too low, the company is in
danger of leaving money on the table for the customer.
For most b-to-b marketers, finding the right price is a judgment which many get badly wrong -
usually charging too little because they don’t realize the value of their offerings. What we really
need is a tool to help us measure value.
Three main tools exist for measuring value. Each has its own merits and may be utilized in
different circumstances:
1. Points Spend
A very simple approach is to present the buyer with a list of the benefits and ask him/her to
indicate their relative importance by spending a number of points according to which are most
valued. The points-spend gives a rough indication of how buyers see value in the products and
services they buy. This is a relatively crude and unsophisticated approach to researching price
and value.
2. Conjoint Analysis
This is a long-established technique used by market researchers for assessing the value of
different elements of an offering. However, even with relatively simple conjoint concepts it is
necessary to interview a minimum of 200 respondents in order to obtain an accurate result, and
most statisticians would look for at least twice this number. Conjoint analysis is not, therefore,
without its problems for the business-to-business researcher.
3. SIMALTO
The third and most powerful tool we recommend is SIMALTO. SIMALTO helps you to
understand how your offering is valued, and can be an essential tool in investigating value in
business-to-business situations.
(http://www.justdoiteasy.com/united-kingdom/questionnaire/customer-satisfaction.html)
(http://www.karmayog.org/education/upload/28069/Telecom%20Sector%20thesis.pdf)
BHARTI AIRTEL
Bharti Airtel formerly known as Bharti Tele-Ventures LTD (BTVL) is the largest cellular service
provider in India, with more than 126 million subscribers as of December 2010. With this, Bharti
is now the world's third-largest, single-country mobile operator and sixth-largest integrated
telecom operator. It also offers fixed line services and broadband services. It offers its
TELECOM services under the Airtel brand and is headed by Sunil Bharti Mittal. The company
also provides telephone services and broadband Internet access (DSL) in top 95 cities in India. It
also acts as a carrier for national and international long distance communication services. The
company has a submarine cable landing station at Chennai, which connects the submarine cable
connecting Chennai and Singapore.
The businesses at Bharti Airtel have always been structured into three individual strategic
business units (SBU's) - Mobile Services, Airtel Telemedia Services & Enterprise Services. The
mobile business provides mobile & fixed wireless services using GSM technology across 23
telecom circles while the Airtel Telemedia Services business offers broadband & telephone
services in 95 cities and has Direct-to-Home (DTH) service, Airtel Digital TV. Shahrukh Khan is
the brand ambassador of the mobile company and Kareena Kapoor and Saif Ali Khan are the
brand ambassadors of the DTH company. The company provides end-to-end data and enterprise
services to the corporate customers through its nationwide fiber optic backbone, last mile
connectivity in fixed-line and mobile circles, VSATs, ISP and international bandwidth access
through the gateways and landing station.
Airtel
Airtel is a brand of telecommunication services in India, Bangladesh and in Sri Lanka owned and
operated by Bharti Airtel. It is the largest cellular service provider in India in terms of number of
subscribers. Services are offered under the brand name Airtel: Mobile Services (using GSM
Technology), Broadband & Telephone Services (Fixed line, Internet Connectivity(DSL) and
Leased Line), Long Distance Services and Enterprise Services (Telecommunications Consulting
for corporates). It has presence in all 23 circles of the country and covers 71% of the current
population (as of Financial Year 2010). Airtel has also launched 16Mb/s broadband plans in
India, making it the first ISP to do so.
Subscriber base
The Airtel subscriber base according to COAI - Cellular Operators Association of India as of
December 2010 was:
• Chennai - 3,746,100
• Delhi - 1,822,208
• Mumbai - 3,003,201
• Kolkata - 2,746,100
• Punjab - 4,581,187
• Maharashtra - 6,518,134
The total is 131,714,243 or 32.86% of the total 404,349,733 GSM mobile connections in India
till December 2010; and presently the Number 1 operator in India.
Perception of people about Airtel
The advancement of technology has made the mobile users to pay in advance to the mobile usage
and as of now 99% of new entrants to the mobile field have opted for pre-paid scheme and there
has been a wane in the post-paid scheme. This is the outcome of the various beneficial offers
extended by the competitive mobile operators in the country.
As evident from the figures available, Bharti Airtel, the top most operators in the country has
envisaged a thumping 8.1 new customers in the last quarter of 2010 of which 99.9% are pre-paid
users.
Spreading across different parameters, survey highlights interesting choices and preferences of
‘Mobile India’.
Airtel has India’s largest music collection across both mobile and digital categories. Over 220
million music downloads were completed by Airtel users in 2010.
Airtel Mobitude 2009 is a compilation of millions of downloads and billions of SMSs by Airtel
customers across cities, towns and villages of India. The outcome of this network congestion is
call drops, fallacious voice quality and impatient attitude of the consumers. TRAI traced this
network congestion levels at the Points of Interconnection (POI) where the mobile traffic meet to
be diverted to desired locations. Bharti Airtel tops the list in this network congestion with 41
places while Vodafone contributing congestion in 22 places. The two companies are good in
providing different facilities. The various facilities provided by these two companies are:
Facilities provided by Airtel according to people:
• Airtel provides very cheap call rates.
• Airtel provides the facility of easy recharge.
• M-Check recharge offer is offered by Airtel.
• Low cost hello tunes are provided by this company.
• Unlimited browsing and voice SMS.
• Low STD charges and good network coverage are the best features of this company.
• The strength behind Airtel is the Bharti Group, a telecom giant - the biggest private
integrated telecom conglomerate based in India.
• Bharti Airtel is the top most operator in the country 99 % of its customers are pre paid
users.
• Airtel has one of the best coverage areas and services.
• Airtel has been coming up with innovative advertisements frequently to dominate the
market and attract the customers. Airtel is countering this approach through celebrity
power.
(http://toostep.com/debate/vodafone-zoozoo-ads-versus-airtel-lovebirds-ads)
(http://in.answers.yahoo.com/question/index?qid=20080505221139AAvszNX)
(http://www.lightreading.com/document.asp?doc_id=186142)
(http://www.indiastudychannel.com/forum/26528-Airtel-BSNL-Vodafone-Idea-Which-
Best.aspx)
VODAFONE
Vodafone Group plc is a British multinational mobile network operator headquartered in
Newbury, Berkshire, United Kingdom. Vodafone is the world's largest mobile telecommunication
network company, based on revenue, and has a market value of about £71.2 billion (November
2010). It currently has operations in 31 countries and partner networks in a further 40 countries.
Based on subscribers, it is the world's second largest mobile phone operator behind China
Mobile, with over 427 million subscribers in 31 markets across 5 continents as of 2009. In the
UK, its home ground, Vodafone has badly underperformed in the last few years due to brisk
change in administration. It has slipped from first to third largest telecom operator generating a
revenue of £4.9 billion from its 21.7 million customers in 2009-10. The name
Vodafone comes from voice data fone, chosen by the company to "reflect the provision of voice
and data services over mobile phones".
Vodafone owns 45% of Verizon Wireless, the largest wireless telecommunications network in the
United States, based on number of subscribers.
Vodafone Global Enterprise
Vodafone Operating Countries
(http://en.wikipedia.org/wiki/Vodafone)
Perception of people about Vodafone
Vodafone is considered to be one of the best networks due to its wide and better coverage. It has
positioned itself well with the use of ZooZoo’s. The SMS service provided by the company is
most economical and thus Vodafone customer’s loyalty towards the brand is quite high.
Facilities provided by Vodafone according to people:
1. Vodafone is best in providing services to customers.
2. Vodafone has 97.3% prepaid customers.
3. Vodafone provides best and great offers to its customers and also have a good customer
support.
4. Vodafone is the most technologically advanced network in India.
5. This company is also coming up with innovative advertisements frequently to dominate the
market and attract the customers.
7. ZooZoo is definitely entertaining because it's funny and cute.
(http://toostep.com/debate/vodafone-zoozoo-ads-versus-airtel-lovebirds-ads)
(http://in.answers.yahoo.com/question/index?qid=20080505221139AAvszNX)
(http://www.lightreading.com/document.asp?doc_id=186142)
(http://www.indiastudychannel.com/forum/26528-Airtel-BSNL-Vodafone-Idea-Which-Best.aspx)
Comparison between Vodafone and Airtel
The war for the very huge Indian telecom sector has just heated up. In fact it’s now moving into
the next phase. The battle to enter the market and build a loyal customer base thus generating
revenue through sales is no longer the sole business model. The two big giants in the Indian
telecom industry namely Airtel and Vodafone have established themselves for a pretty long
while. It is now time to consolidate their position and increase their sales figures. No longer is
the battle simply restricted to providing a telecom service on a cheap and affordable handset. It’s
now about making money through network services. Airtel and Vodafone who already have an
established customer base , it’s about entering areas in the country that have poor telecom access
like the rural areas. They definitely have the funds.
1. Airtel is best in providing cheap call rates but Vodafone is best in providing services to
customers.
2. Bharti Airtel is the top most operator in the country 99% of the customers are pre paid
users while in Vodafone 97.3% of the customers are prepaid customers.
3. Airtel is using celebrities’ Shahrukh,Kareena,Saif,Vidhya,Madhvan etc to advertise its
products while Vodafone is using innovative Zoo Zoo a funny character for its products.
4. Airtel has one of the best network coverage features while Vodafone is most
technologically advanced network.
5. The basic strength of Airtel is Bharti group whereas Vodafone have a good customer
support.
(http://toostep.com/debate/vodafone-zoozoo-ads-versus-airtel-lovebirds-ads)
(http://in.answers.yahoo.com/question/index?qid=20080505221139AAvszNX)
(http://www.lightreading.com/document.asp?doc_id=186142)
(http://www.indiastudychannel.com/forum/26528-Airtel-BSNL-Vodafone-Idea-Which-Best.aspx)
(http://www.theindiastreet.com/2009/05/vodafone-vs-airtelthe-gloves-are-off.html)
Chapter 2REVIEW OF LITERATURE
Satitsamitpong and Mitomo (2006) – This paper aimed to analyze the factors that affect
mobile operators switching intention. We applied the stated preference method for data collection
and employed choice probability modelsLK, specifically conditional logit model to estimate the
utility function. The results revealed that expected reduction in monthly bill is the most important
factor for customers to switch the operators. In addition, brand preference effect still exists in
Thai mobile industry. Mobile number portability (MNP) adoption fee and porting time are
negative and significant to the probability of switching mobile operators. Lately postpaid users
tend to switch operators more than prepaid users do given becomes available.
Bhatt (2008) - In this survey, the author collects the information about the characteristics and
trends of the youth market for mobile phones. For this survey, 700 respondents were selected.
According to the study, the differences between the genders and their perception appear to reflect
something of a decreasing trend amidst this new generation of technology adopters. This paper
has tried to compare the usage differences by gender with respect to the different manufacturing
and service provider companies.
Sinha and Wagh (2008) - Author studied consumer choices, preference regarding mobile
services and mobile usage. For this study 100 consumers was selected from the streets and
markets of the Maunpur city to put forth their views and to fill the questionnaire. And secondary
data was collected from the journals, articles, newspapers, TRAI reports. The result of the study
stated that major chunk of the mobile users were below 35 years of age and were post graduates
and plus graduates. Majority of the consumers considered multi usage features of cell phones as
a reason behind choosing a cell phone. Majority of the consumers considered that they remained
connected with the family and friends is the main benefits from the cell phones, remaining says
to enjoy wide coverage at low cost while rest says for entertainment, for convenience at business
operations and for enjoying internet.
Bhave and Behura (2008) – The survey revealed that customer care was not the
strongpoint of any service provider, as the average time that a subscriber took to be able to
connect to the customer service was 5 minutes as against the legal requirement of one minute.
Besides, only 30% subscribers confirmed that they were able to get through in just one call
attempt. The survey covered nine mobile service providers that serve consumers in these metros.
The survey assumes importance at the fast growth of Mobile services which is adding nearly 8
million new subscribers a month. The growth is to be seen in the context of the fact that the cost
of mobile telephony service in India is among the lowest in the world and
Indian consumers do get good value for money insofar as mobile phone services are concerned.
There are sore points in services that make a consumer grumble, but the overall picture cannot be
said to be negative. Consumer VOICE dedicated three months of research time to interviewing
4,745 consumers in the four metro cities of India to find out their level of customer satisfaction
with mobile phone services.
BPL, Vodafone, and TATA are the leaders if we consider people's collective view about which
service provider they would most highly recommend to their friends or relatives.
On the ten point scale, overall satisfaction of service provider is as BPL with 7.7, BSNL and
Aircel with 7.6, Idea with 7.4, Airtel and Tata with 7.3, Reliance and Vodafone with 7.2 and
MTNL with 6.9.
Slezak (2009) - The purpose of this study was to examine why mobile phone usage increased
faster in Spain in recent years compared to the United States. Upon applying the theory of supply
and demand to the mobile communications market structures in both countries, conclusions can
be drawn to explain important reasons behind their differing growth rates in cellular mobile
penetration. In regard to traditional determinant analysis, each demand-side factor including
tastes and preferences and the price and availability of substitutes and complements, pointed
toward more rapid growth in Spain compared to the United States. On the supply side, the impact
that regulation had on the markets caused a greater increase in supply in the United States
compared to Spain. These above conclusions result in a slightly larger equilibrium quantity of
mobile penetrations in Spain than in the United States, but do not explain Spain’s current rapid
growth. The most important conclusion of this paper is that the introduction of pre-paid pricing
schemes coupled with the CPP pricing structure caused a favorable shift in demand in Spain, as
opposed to a movement along the demand curve. When this factor is considered with the results
of traditional supply and demand analysis, it reinforces the conclusion that demand in the mobile
communications market increased greater in Spain, thus yielding a greater equilibrium quantity
of mobile penetration.
The policy implication stemming from the analysis suggest that Spain needs to re-examine
the supply-side factor of the impact of regulation and the United States must review pricing
schemes that effect the demand side of its mobile communications market. It is essential for
countries to invest in the design and implementation of infrastructures. The ability to
communicate quickly and efficiently is necessary to spurm economic growth. Future trends in
wireless communication promise the invention of new technologies that will posses the ability
for providers to pinpoint their phones within 100 yards making it easier to locate the origin of
911 calls. Whether an individual is looking for safety, status, or service, wireless communication
is the answer and both the United States and Spain needs to take regulatory measures to invest in
its infrastructure to ensure they do not get lost in the “cellular divide”.
Kumar (2009) - In this survey, comparative report on the various Mobile phones and service
providers from the consumer view point and thus finding the best mobile and service provider.
Based on the survey report it can be concluded that NOKIA is the best mobile because of its
durability, long standby hours, good camera resolution and better display. Also AIRTEL is the
best service provider because of its greater coverage, promotional offers, good GPRS facility and
better customer support.
Kashyap (2009) - After analyzing the findings of the research, the author concluded that
Airtel lagged behind its competitors as far as customer service and availability is concerned. The
maximum no. Of people who used the mobile was in the age group of 20 to 28. Cash cards were
the most popular type of mobile connections, as they were consumer friendly and recharging the
connection was not a problem. Maximum no. Of people spent RS 500 on their connections. As
Airtel was the only company having the maximum no of mobile connections so it must seriously
looked into the loop holes of the existing customer service department. Although people were
aware about the tariff plans offered by WLL service providers, but right now they were not in
hurry to adopt it. The public wants to wait and watch their respective performances.
Chapter 3RESEARCH METHODOLOGY
The success of the analysis mostly depends on the methodology on which it is carried
out. The appropriate methodology will improve the validity of the findings.
• Area of the study:
The study was mainly concentrated on Amritsar city.
• Research Design:
Descriptive Research: Descriptive research includes survey and fact-findings enquire
of different kinds. The major purpose of descriptive research is description of the state affairs, as
it exists at present.
• Data Collection:
The study is based on the data collected through primary and secondary sources.
• Primary Data:
A questionnaire was designed to collect primary data from various cell phone users.
• Secondary Data:
Secondary data was collected from journals, magazines, web sites and from other
relevant publications.
• Sampling Design:
The sampling design mainly consists of the sample taken for the study along with the
sample size, sample frame and sampling method.
• Sample Size:
From the universe, sample sizes of 150 customers were selected for the purpose of the
study.
• Sample Frame:
The customers were selected on a random basis from which the respondents were
selected based on convenience and judgement.
• Sampling Method:
Convenience sampling was used, based on the willingness and availability of the
respondents. The study was conducted on consumers with different type of business.
• Research period:
The time for the project was limited to 3 months only. From this, 2 months were spent
for the collection of data.
OBJECTIVES OF THE STUDY
The project helps the student to check whether the theory and practice actually matches.
Organizational exposure helps the student to know how effectively they performed in the market.
The primary objectives of the study was,
• To analyze the preference level of customers towards Airtel & Vodafone services.
The secondary objectives of the study was,
• To study how the customer choose their respective service provider.
• To find the awareness among the customers about Airtel & Vodafone and their new
products.
• To find out the problems faced by the service users of Airtel and Vodafone
• To analyze the position of both service providers in the market.
• To analyze the loyalty status of the consumers towards Airtel and Vodafone
• To identify the customer preferences about value added services provided by Airtel
and Vodafone.
• To find out the better network services provided by Airtel and Vodafone in rural
areas
• To make suggestion, if any to improve existing condition.
NEED AND SCOPE OF THE STUDY
Today, for any organization or firm to survive in this competitive world depends on its
ability to be dynamic and be different from the competition to be unique in the industry.
Customer Satisfaction helps every organization to keep the existing customer and to build new
customer.
This research is aimed at profiling the standard customer with an aim to increase the
network and improve company-customer relations. The information gathered through this
research can be used by the company to improve its services and became more customers
friendly. This can increase the goodwill of the company and its overall performance.
Thus this study is aimed to provide the management with some knowledge about its
status in market both in terms of sales and customer awareness. The research also aims to
provide some ideas to improve the company’s present condition.
LIMITATIONS OF THE STUDY
• The behavior of the customer while approaching them to fill the questionnaire was
unpredictable.
• The shortage of time was another constrain for the study.
• There may be error due to bias of respondents.
• Lack of customer’s cooperation was a major constraint.
• Majority of the customer were too aggressive in nature.
• The sample was restricted to 150 customers, which may restrict the scope and completion
of study.
Chapter 4ANALYSIS AND INTERPRETATION
• Mobile services used by respondents:
Table 1- Frequency distribution of respondents:
Mobile Services No. Of Respondents % of Respondents
Vodafone 82 55%
Airtel 68 45%
Total 150 100%
Figure 1-
INTERPRETATION-
A survey of 150 respondents was taken, out of which 55% of respondents use Vodafone services
and 45% of respondents use Airtel services.
2. Gender:
Table 2- Frequency wise distribution of gender:
Gender No. Of Respondents % of Respondents
Male 62 41%
Female 88 59%
Total 150 100%
Figure 2-
INTERPRETATION-
Out of 150 Respondents, most of them were female respondents i.e. 62 were male and 88 were
female respondents.
• Occupation:
Table 3- Frequency wise distribution of respondents:
Occupation No. Of Respondents % 0f Respondents
Professional 12 8%
Academic 21 14%
Computer/Engineering 26 17%
Student 83 55%
Others 8 6%
Total 150 100%
Figure 3-
INTERPRETATION-
Talking about the occupation of the respondents, 12 were professional, 21 were academic, 26
were computer/engineering background, 83 were students and 8 were others like security guards
etc.
4. Age wise distribution of respondents:
Table 4-
S.No. Age % of Respondents
1. Below 20 4%
2. 21-30 68%
3. 31-40 18%
4. Above 40 10%
Figure 4-
INTERPRETATION-
Age factor also have important role in usage of services. 4 % lies below age group of 20 years,
68% of respondent lie in age group of 21-30, 18% in 31-40, again 10% of respondent’s lies in
age group above 40.
5. Type of services used by respondents:
Table 5-
Type Of Services No. Of Respondents % of Respondents
Postpaid 32 21%
Prepaid 118 79%
Total 150 100%
Figure 5-
INTERPRETATION-
Generally most of the people prefer prepaid connection. Due to which, out of 150 respondents,
32 respondents use post-paid connection and 118 use prepaid connection.
6. Distribution on the basis of using these services
Table 6-
Time Period for Using the
Services
No. Of Respondents % of Respondents
Less than 6 months 10 7%
6 months to 1 year 47 31%
More than 1 year 93 62%
Total 150 100%
Figure 6-
INTERPRETATION-
Colour green shows that about 62% respondents are using the current service for more than 1
year, red shows 31% respondent are using the service between 6 months to 1year and blue colour
shows 5% of respondents using the service for less than six months.
7. Distribution on basis of monthly expenditure in terms of your mobile usage
Table 7-
Monthly Expenditure No. Of Respondents % of Respondents
Less than Rs 200 3 2%
Rs 200 to Rs 500 42 28%
Rs 500 to Rs 1000 79 53%
More than Rs 1000 26 17%
Total 150 100%
Figure 7-
INTERPRETATION-
According to survey, 28% respondents spend around Rs 200 to Rs500 on their mobile usage per
month, around 53% spend between Rs 500 to Rs1000/ month, around 2% spend less than Rs200
and around 17% spend more than Rs 1000 per month.
8. How do you rate your services provider in terms of connectivity and area of network coverage?
Table 8-
Network Coverage No. Of Respondents % of Respondents
Bad 0 0%
Good 118 79%
Neither Good Nor Bad 32 21%
Total 150 100%
Figure 8-
INTERPRETATION-
Airtel customers are more satisfied if talking about network coverage as compared to Vodafone.
Whereas in case of total respondents, about 119 respondents show good response to Network
coverage and remaining respondents responded to neither good nor bad i.e. around 31
respondents.
9. What do you feel about the call tariff linked with the connection you are currently using?
Table 9-
Call Tariff No. Of Respondents % of Respondents
Very Economical 0 0%
Cheap 16 11%
Normal 102 68%
Expensive 32 21%
Total 150 100%
Figure 9-
INTERPRETATION-
Out of 150 respondents, 16 respondents respond cheap call tariff provided by their service
provider whereas 102 respond normal and 32 respond expensive. Most of the respondents who
respond expensive are Airtel customers.
• How appropriate are the STD and ISD rates related with your plan being used right now?
Table 10-
STD & ISD Rates No. Of Respondents % of Respondents
Very Economical 0 0%
Cheap 7 5%
Normal 93 62%
Expensive 50 33%
Total 150 100%
Figure 10-
INTERPRETATION-
According to the survey, 7 respondents respond as cheap STD & ISD rates provided by their
service provider whereas 93 respond normal and 50 respond expensive.
• How appropriate are the SMS rates related with the plan you are using currently?
Table 11-
SMS Rates No. Of Respondents % Of Respondents
Very Economical 66 44%
Cheap 47 31%
Normal 20 14%
Expensive 17 11%
Total 150 100%
Figure 11-
INTERPRETATION-
As most of the service providers provide various plans of free SMS, so most of the respondents
respond SMS rates as cheap or very economical. In a survey, 66 respond as very economical, 47
as cheap, 20 as normal and 17 respond as expensive. This is due to reason of expensive
international messages.
• Do you receive unwanted calls and SMS Advertisements? If yes, do you mind it?
Table 12-
Receive Unwanted Calls &
SMS
No. Of Respondents % of Respondents
No 23 15%
Yes, I don’t mind 42 28%
Ys, I hate them 85 57%
Total 150 100%
Figure 12-
INTERPRETATION-
Talking about the receiving of the unwanted calls and SMS, 22 respondents said that they didn’t
receive any unwanted calls or messages, 41 said that they receive and they don’t mind it also and
82 said that they receive and they really hate these calls and messages.
• Are you satisfied with the recharge options? i.e rates / availability etc
Table 13-
Satisfied with Recharge
Options
No. Of Respondents % of Respondents
No 98 65%
Yes 18 12%
Neither yes nor no 34 23%
Total 150 100%
Figure 13-
INTERPRETATION-
65% customers are not satisfied with recharge options that are provided by companies, 23% are
neither satisfied nor dissatisfied and 12% are satisfied customers out of 150 respondents.
• Evaluate your most recent customer services experience
Table 14-
Customer Service Experience No. Of Respondents % of Respondents
Very Bad 3 2%
Bad 15 10%
Neither Good Nor Bad 53 35%
Good 78 52%
Very Good 1 1%
Total 150 100%
Figure 14-
INTERPRETATION-
Out of 150 respondents, 3 respondents said that they have a very bad customer service
experience, 15 said bad customer service experience, 53 said neither good nor bad, 78 said good
experience and only 1 respondent respond very good customer service experience.
• How would you rate your level of satisfaction with the service provider in regards to value?
Table 15-
Level of Satisfaction with
Service Provider
No. Of Respondents % of Respondents
Very Bad 0 0%
Bad 23 16%
Neither Good Nor Bad 47 31%
Good 72 48%
Very Good 8 5%
Total 150 100%
Figure 15-
INTERPRETATION-
Out of 150 respondents, 23 said that they show lower level of satisfaction, 47 said neither good
nor bad, 72 said good response and 8 respondents respond very good level of satisfaction.
• How would you rate your level of satisfaction with the service provider in regards to pricing?
Table 16-
Recent Customer Experience No. Of Respondents % of Respondents
in Regard to Pricing
Very Bad 6 4%
Bad 19 13%
Neither Good Nor Bad 41 27%
Good 68 45%
Very Good 16 11%
Total 150 100%
Figure 16-
INTERPRETATION-
With respect to the recent customer experience in regard to pricing, 6 respondents show very bad
response, 19 respondents receive bad experience, 41 respond neither good nor bad, 68 respond
good while 16 respond very good customer experience in regard to pricing.
17. How would you rate your overall quality of your relationship with the service provider, Considering all your experiences with them?Table 17-
Quality of relationship with
service Provider
No. Of Respondents % of Respondents
Very Bad 0 0%
Bad 5 3%
Neither Good Nor Bad 47 30%
Good 89 58%
Very Good 14 9%
Total 150 100%
Figure 17-
INTERPRETATION-
Out of total respondents, 5 respondents have bad relation with the service provider, 47 have
neither good nor bad relation, 89 have good relation and 14 have very good relation with their
respective service providers.
• How likely are you to repurchase the services from this company in the future? Would you say your chances are?
Table 18-
Chances of Repurchase of
Services in Future
No. Of Respondents % of Respondents
Very Bad 1 1%
Bad 3 2%
Neither Good Nor Bad 27 18%
Good 83 55%
Very Good 36 24%
Total 150 100%
Figure 18-
INTERPRETATION-
36 respondents show a very good chance of repurchase of services in future, 83 show good
chance, 27 respond neither good nor bad, 3 respond bad chances and only 1 respondent respond
very bad chances of repurchase of services in future.
• How likely are you to recommend the services of this company to a friend or relative? Would you say your chances are?
Table 19-
Chances of Recommending
the Services of Company to
Friends
No. Of Respondents % of Respondents
Very Bad 0 0%
Bad 4 3%
Neither Good Nor Bad 33 22%
Good 71 47%
Very Good 42 28%
Total 150 100%
Figure 19-
INTERPRETATION-
42 respondents show a very good chance of recommending the services of company to friends,
71 show good chances, 33 respond neither good nor bad chances and 4 respond bad chances.
• Over the next 12 months, how likely are you to change your service provider?
Table 20-
Chances to Change
Your Service Provider
No. Of
Respondents
% of Respondents
No Plans 73 49%
Yes will change to
something better
20 13%
I am happy with what I
am having
57 38%
Total 150 100
Figure 20-
INTERPRETATION-
Out of 150 respondents, 73 respondents said that they have no plans of changing their service
provider, 20 said that they will change to something better and 57 said that they are happy with
what they have.
Chapter 5FACTS & FINDINGS:
Various findings during this project are-
• Talking about the network coverage then Airtel has the best network coverage whereas
Vodafone has technologically advanced network.
• Airtel is best in providing cheap call rates but Vodafone is best in providing services to
customers.
• Bharti Airtel is the top most operators in the country 99% of the customers are pre paid
users while in Vodafone 97.3% of the customers are prepaid customers.
• Airtel is using celebrities like Shahrukh,Vidhya,Kareena,Saif,Madhvan etc to advertise its
products while Vodafone is using innovative ZooZoo a funny character for its products.
• The basic strength of Airtel is Bharti group whereas Vodafone have a good customer
support.
In short, various perceptions of customers regarding Airtel and Vodafone along with their
various attributes are shown below in tabular form:-
Airtel Vodafone - formerly Hutch
Product Rating:
Product Recommendation: 72% 57%
Various Attributes Respective Ratings
Network Coverage:
Customer Service:
Charges and Billing:
Offers:
(http://www.mouthshut.com/comparison/compareproducts.php?
prodsel=925020930 & id=925020924 )
Chapter 6SUMMARY, CONCLUSION AND
RECOMMENDATIONS
Summary:
A customer is someone who makes use of the paid products of an individual or organization.
This is typically through purchasing or renting goods or services. Customer expectations are
based on perceived values of facilities or services as applied to specific needs. Expectations are
influenced by cultural values, advertising, marketing, and other communications, both with the
supplier and with other sources. As customer is rational he wants maximum satisfaction with his
resources. At present there are various companies which are providing mobile services to
customers, Airtel and Vodafone are the two main companies in the same sector who are fulfilling
customers’ needs. Customers have various perceptions about these two companies. Airtel
provides very good coverage and various services. It has very good network, with very cheap
call rates, STD charges, it provides the facility of easy recharge etc. Airtel is committed to bring
Seychelles the best in telecommunications. The strength behind Airtel is the Bharti Group; a
telecom giant - the biggest private integrated telecom conglomerate based in India .on the other
hand Vodafone is the world's largest mobile telecommunication network company, based on
revenue, Vodafone is best in providing services to its customers and is excellent in technology.
Thus in order to attract customers various companies are using effective advertisement and other
promotional programs. as both companies are very well established now the main objective of
both companies is to target the area which is poor in telecom access like rural areas. Thus the
main objective of our study is to know what are the various perceptions of customers about these
two companies..
Conclusion:
After analyzing the findings of the research, I can conclude that Airtel lagged behind Vodafone
as far as customer service and availability is concerned. The maximum number of people who
use the mobile is in the age group of 20 to 28. Cash cards are the most popular type of mobile
connections, as they are consumer friendly and recharging the connection is not a problem.
Maximum no. of people spends RS 500 on their connections. As Airtel is the only company
having the maximum number of mobile connections so it must seriously look into the loop holes
of the existing customer service department.
The public wants to wait and watch their respective performances. As per according to the data
collected using questionnaires results in following conclusions:-
• There is great competition between both the companies but Vodafone has more of its
customers as compared to Airtel in mobile services.
• In all of their customers in both companies, more than 60% are students or between age
group of 20 to 40.
• Airtel has more prepaid customers as compared to Vodafone i.e. almost 99.9% customers
are using prepaid services.
• Most of the customers are quit loyal customers and are stay connected with the service
provider for more than 1 year but both companies have maximum customers with
expenditure of Rs. 500 to Rs. 1000 per month.
• With respect to network Airtel has more network coverage but Vodafone has more
technologically advanced network.
• Talking about the call tariff, STD & ISD rates and SMS rates, both companies have
similar strategies, i.e. lower local and STD call rates but higher ISD rates. But SMS rates
of both the companies are found to be very economical.
• Almost all the customers of both the companies are satisfied with the services provided
by their respective companies with respect to recharge options, their personal customer
experience or value and pricing.
• Depending on the data collected, most of the customers are loyal customers and still
shows a positive response of the loyalty in future also.
Recommendations:
To Airtel:
• It shoul give more emphasis on providing services to customers to compete with
vodafone.
• It should give more focus on techonological development.
• Airtel must try some more inovative ideas in making advertisement.
• It should provide better customer service.
To Vodafone:
• It should provide good network coverage.
• Vodafone must lower the rates of its various services.
• Try to lower the international call tariffs and SMS rates.
For both the companies:-
BIBLIOGRAPHY
Journal:
• Satitsamitpong andMitomo. (2006), “Factors that affect the Mobile Operators”, Indian
Journal of Marketing.
• Bhatt, Mayank Vinodbhai. (2008), “A Study of Mobile Phone Usage among the Post
Graduate Students”, Indian Journal of Marketing.
• Sinha, S.K and Wagh, Ajay. (2008), “Analyzing Growth of Cellular Telecom Sector and
Understanding Consumer’s Preferences and Choices on the Use of Cell Phones”, Indian
Journal of Marketing.
• Bhave, Yashwant and Bheru, Sidhartha.(2008), “Indian mobile telephony services are
competitive and provide good value for money”, assessed from http://consumer-
voice.org/press_release/Quality-of-Service.pdf.
• Slezak. (2009), “To Study the Mobile Phone Usage in Spain”, ‘Undergrajuate Journal of
Economics’, assessed from http://www.econ.ilstu.edu/UAUJE.
• Kumar, Parveen. (2009), “Survey Report on Best Mobile and Service” assessed from
http://www.ietymschennai.org/pdf/mobile%202%20prize.pdf.
• Kashyap, Vinod. (2009), “Comparative Study of Airtel and Its Competitors”, assessed
from http://www.docstoc.com/docs/DownloadDoc.aspx?doc_id=24904690.
Books:
• Malhotra K. Naresh- Marketing Research, Pretice Hall of India private limited fourth
edition.
• Schiffman, Leon G. and Kanuk Leslie Lazar Consumer Behaviour, Pearson Pretice Hall,
9th edition.
• Jha S.M, Services Marketing, Himalaya Publishing House, 6th revised edition.
Websites:
• (http://www.docstoc.com/docs/DownloadDoc.aspx?doc_id=7138364)
• (http://www.techneau.org/fileadmin/files/Publications/Publications/Deliverables/
D6.2.1.pdf)
• (http://www.vodafone.com/etc/medialib/business_refresh/pdf.Par.69894.File.dat/Getting-
closer-red-paper.pdf)
• (http://www.justdoiteasy.com/united-kingdom/questionnaire/customer-satisfaction.html)
• (http://www.karmayog.org/education/upload/28069/Telecom%20Sector%20thesis.pdf)
• (http://en.wikipedia.org/wiki/Bharti_Airtel)
• (http://toostep.com/debate/vodafone-zoozoo-ads-versus-airtel-lovebirds-ads)
• (http://in.answers.yahoo.com/question/index?qid=20080505221139AAvszNX)
• (http://www.lightreading.com/document.asp?doc_id=186142)
• (http://www.indiastudychannel.com/forum/26528-Airtel-BSNL-Vodafone-Idea-Which-
Best.aspx)
• (http://en.wikipedia.org/wiki/Vodafone)
• (http://www.theindiastreet.com/2009/05/vodafone-vs-airtelthe-gloves-are-off.html)
• (http://www.mouthshut.com/comparison/compareproducts.php?
prodsel=925020930 & id=925020924 )
QUESTIONNAIRE
Airtel Vs Vodafone
Descrip
tion
A survey to find popularity between two
major mobile service providers in
Amritsar.
Survey
1. Which mobile services do you use?
Vodafone
Airtel
2. Your gender?
Male
Female
3. What is your occupation?
Professional
Academic
Computers/engineering
Student
Others
4. What is your age?
10 – 20
20 – 30
30 – 40
>40
5. Which type of services do you use?
Postpaid
Prepaid
6. For how long have you been using
these services?
Less than 6 months
6 months - 1 year
More than a year
7. What is your monthly expenditure
in terms of your mobile usage?
Less than Rs. 200
Rs. 200 to Rs. 500
Rs. 500 to Rs. 1000
More than Rs. 1000
8. How do you rate your services
provider(Airtel and Vodafone) in
terms of connectivity and area of
network coverage?
Good
Bad
Neither good nor bad
9. What do you feel about the call
tariff linked with the connection you
are currently using?
Very Economical
Cheap
Normal
Expensive
10. How appropriate are the STD and
ISD rates related with your plan
being used right now?
Very Economical
Cheap
Normal
Expensive
11. How appropriate are the SMS
rates related with the plan you are
using currently?
Very Economical
Cheap
Normal
Expensive
12. Do you receive unwanted calls
and SMS Advertisements? If Yes, do
you mind it?
No
Yes, I don’t mind
Yes, I hate them
13. Are you satisfied with the
recharge options of Airtel and
Vodafone? i.e rates / availability etc.
Yes
No
Neither Yes nor no
14. Evaluate your most recent
customer services experience about
Airtel and Vodafone
Very Bad
Bad
Neither Good nor Bad
Good
Very Good
15. How would you rate your level of
satisfaction with the service provider
in regards to value?
Very Bad
Bad
Neither Good nor Bad
Good
Very Good
16. How would you rate your level of
satisfaction with the service provider
in regards to pricing?
Very Bad
Bad
Neither Good nor Bad
Good
Very Good
17. How would you rate your overall
quality of your relationship with the
service provider, considering all your
experiences with them?
Very Bad
Bad
Neither Good nor Bad
Good
Very Good
18. How likely are you to repurchase
the services from this company in the
future? Would you say your chances
are?
Very Bad
Bad
Neither Good nor Bad
Good
Very Good
19. How likely are you to recommend
the services of this company to a
friend or relative? Would you say
your chances are?
Very Bad
Bad
Neither Good nor Bad
Good
Very Good
20. Over the next 12 months, how
likely are you to change your service
provider?
No plans at all
Yes will change to something better
I am happy with what I am having
top related