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INTRODUCTION

“TO STUDY ON CUSTOMER SATISFACTION TOWARDS VODAFONE

MOBILE SERVICE LTD.”

SUBMITTED TO:

GOVT. DEGREE COLLEGE KATHUA

IN THE PARTIAL FULFILLMENT OF

BACHELOR OF BUSINESS ADMINISTRATION

ACADEMIC SESSION

(2014-2015)

RESEARCH METHODOLOGY

• Type of study :- Descriptive

• Nature of data collected :- Primary Data (through questionnaire)

• Sample site :- (Kathua)

• Age of respondent :- 18 to 24

• Sample technique :- convenient sampling

• Data collection technique :- Questionnaire

• Statistical tool used :- M.S Office & Excel

RESULTS

• Q1) Do you have a mobile phone?

• Purpose:

• The main purpose of this question is to know how many respondents use mobile phone.

• Interpretation:

• 93% of the respondents are have a mobile phone while 7% of the respondents do not have a mobile phone.

• Q2) Are you aware about telecommunications services?

• Purpose:

• know about the awareness of respondents regarding different telecommunications services and also to know about which telecommunication(operator’s) service they use.

• Interpretation:

• 95% of the respondents are aware about telecommunications services while 5% are not aware.

93%

7%

Yes No

95%

5%

YesNo

Q1. DO YOU HAVE A MOBILE PHONE?

• Purpose:

• The main purpose of this question is to know how many respondents use mobile phone.

• Interpretation:

• 93% of the respondents are have a mobile phone while 7% of the respondents do not have a mobile phone.

93%

7%

Yes No

RESULTS

Q2. ARE YOU AWARE ABOUT TELECOMMUNICATIONS SERVICES?

• Purpose:

• know about the awareness of respondents regarding different telecommunications services and also to know about which telecommunication(operator’s) service they use.

• Interpretation:

• 95% of the respondents are aware about telecommunications services while 5% are not aware.

95%

5%

YesNo

Q3. ARE YOU AWARE ABOUT VODAFONE?

• Purpose:

• The purpose behind this question is to know about the awareness of Vodafone among all the respondents

• Interpretation:

• Here 87% of respondents are aware about Vodafone Services.

87

13

awareness

yes no

Q4) FROM WHICH SOURCE YOU CAME TO KNOW ABOUT VODAFONE?

• Purpose:

• The purpose behind this question is to know from which source the respondents came to know about Vodafone

• Interpretation:

• 36% of the respondents are aware about Vodafone through Advertisements, 29% are aware because of Hoardings while 20% and 15% of the respondents are aware because of Newspapers and Mouth Publicity respectively.

36%

30%

20%

15%

Advertisements Hoardings

Newspapers Mouth Publicity

RESULTS• Q3) Are you aware about Vodafone?

• Purpose:

• The purpose behind this question is to know about the awareness of Vodafone among all the respondents

• Interpretation:

• Here 87% of respondents are aware about Vodafone Services.

• Q4) From which source you came to know about Vodafone?

• Purpose:

• The purpose behind this question is to know from which source the respondents came to know about Vodafone

• Interpretation:

• 36% of the respondents are aware about Vodafone through Advertisements, 29% are aware because of Hoardings while 20% and 15% of the respondents are aware because of Newspapers and Mouth Publicity respectively.

87

13

awareness

yes no

36%

30%

20%

15% Advertisements

Hoardings

Newspapers

Mouth Publicity

RESULTS• Q5) Since how long you are using Vodafone

Services?

• Purpose:

• The purpose behind this question is to know about the usage time of Vodafone customers i.e. since how long they are using Vodafone services.

• Interpretation:

• Major Respondents using Vodafone are old customers. 39% of the respondents use Vodafone services from past more than 1 year while the lowest is 14% respondents using Vodafone services less than 1 month.

• Q6) Which of the following services do you use of Vodafone?

• Purpose:

• The purpose behind this question is to know which services do the Vodafone customer use, Pre-Paid or Post-Paid.

• Interpretation:

• 84% of the respondents use pre-paid services while only 16% of the respondents use post-paid services.

14%

22%

25%

39%Less than 1 month2-6 months6-12 monthsMore than 1 year

84%

16%

Pre-paidPost-paid

Q5. SINCE HOW LONG YOU ARE USING VODAFONE SERVICES?

• Purpose:• The purpose behind this question is to know about the usage time of

Vodafone customers i.e. since how long they are using Vodafone services.

• Interpretation:• Major Respondents using Vodafone are old customers. 39% of the

respondents use Vodafone services from past more than 1 year while the lowest is 14% respondents using Vodafone services less than 1 month.

14%

22%

25%

39% Less than 1 month2-6 months6-12 monthsMore than 1 year

Q6) WHICH OF THE FOLLOWING SERVICES DO YOU USE OF VODAFONE?

• Purpose:• The purpose behind this question is to know which services do the

Vodafone customer use, Pre-Paid or Post-Paid.

• Interpretation:• 84% of the respondents use pre-paid services while only 16% of the

respondents use post-paid services.

84%

16%

Pre-paid

Post-paid

RESULTS• Q7) Which services are more helpful to you while using

Vodafone Services?

• Purpose:

• The purpose behind this question is to know which services are more helpful to the respondent while using Vodafone.

• Interpretation:

• Here major Respondents are youngsters so they mainly use SMS services of Vodafone. 37% of the respondents use Vodafone for SMS services while only 14% of the respondents use Vodafone for Value Added Services.

• Q8) Do you call at customer care?

• Purpose:

• The purpose of this question is to know how many times and how often the respondents call at customer care of Vodafone.

• Interpretation:

• 87% of the respondent calls at customer care while 13% respondents do not call at customer care.

21%

37%

28%

15% Call Rates

SMS services

Network

Value Added services

87%

13%

YesNo

Q7) WHICH SERVICES ARE MORE HELPFUL TO YOU WHILE USING VODAFONE SERVICES?

• Purpose:

• The purpose behind this question is to know which services are more helpful to the respondent while using Vodafone.

• Interpretation:

• Here major Respondents are youngsters so they mainly use SMS services of Vodafone. 37% of the respondents use Vodafone for SMS services while only 14% of the respondents use Vodafone for Value Added Services.

21%

37%

28%

15%

Call Rates

SMS services

Network

Value Added services

Q8) DO YOU CALL AT CUSTOMER CARE?

• Purpose:

• The purpose of this question is to know how many times and how often the respondents call at customer care of Vodafone.

• Interpretation:

• 87% of the respondent calls at customer care while 13% respondents do not call at customer care.

• If yes, how often you call at customer care?

• Interpretation• Major respondents here call

customer care occasionally. 31% respondents call customer care once a month while 16% and 7% of respondents call once a week and daily respectively.

87%

13%

YesNo

7%

16%

32%

46%

DailyOnce a weekOnce a monthOccasionally

Q9) FOR WHAT REASON YOU CALL AT CUSTOMER CARE ?

• Purpose:• The main purpose of this question is to know the reason of the

respondents regarding calling at customer care.

• Interpretation:• 34% of respondents call at customer care for complaining purpose while

30%, 19% and 17% of respondents call customer care for other queries, information regarding new schemes and value added services respectively.

17%

19%

34%

30%

Value Added ServicesInformation regarding new schemesComplainingOther queries

RESULTS• Q9) For what reason you call at customer care?

• Purpose:

• The main purpose of this question is to know the reason of the respondents regarding calling at customer care.

• Interpretation:

• 34% of respondents call at customer care for complaining purpose while 30%, 19% and 17% of respondents call customer care for other queries, information regarding new schemes and value added services respectively.

17%

19%

34%

30%Value Added ServicesInformation regarding new schemesComplainingOther queries

Q10) RATE ON THE BASIC OF YOUR SATISFACTION.

Network SMS rates New schemes and offers

Customer Care Recharge outlets Call rates value added service

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Services

PoorAverageFairly GoodVery GoodExcellent

• Network:

• Purpose:

• The purpose of this analysis is to know the perspective of the customers of Vodafone regarding network service.

• Interpretation:

• Here major respondents are satisfy with the network coverage. 36% of the respondents are rate the Vodafone’s network excellent, 33% rate it very good, 20% rate it farely good while 8% and 3% rate it average and poor.

• SMS Rates:

• Purpose:

• The purpose of this analysis is to know the perspective of the customers of vodafone regarding Rates of SMS.

• Interpretation:

• Here major respondents are not much satisfied with the SMS rates of Vodafone as major respondents are youngsters. 7% of respondents rate it excellent, 22% rate it very good, 40% rate it fairly good, 28% rate it average, 3% rate it poor.

36%

33%

20%

8%

3%

Network

ExcellentVery GoodFairly GoodAveragePoor

7%

22%

40%

28%

3%

SMS Rates

ExcellentVery GoodFairly GoodAveragePoor

• New Schemes and Offers:

• Purpose:

• The main purpose of this analysis is to the respondent’s perspective related to the new schemes and offers provided by Vodafone.

• Interpretation:

• Here major respondents are not much satisfied with new schemes and offers of Vodafone. 38% respondents rate new schemes and offers as average, 31% respondents rate it as fairly good, 16% rate it as very good while 12% and 3% rate it as poor and excellent respectively.

• Customer Care:

• Purpose:

• The main purpose of this analysis is to know about the satisfaction of customer care service provided by Vodafone to their customers.

• Interpretation:

• Customer care service of Vodafone is better compared to some of the other services. 37% respondents rate it as very good, 33% rate it as fairly good, 17% rate it as average, and 6% and 7% rate it as poor and excellent respectively.

3%

16%

31%38%

11%

New schemes and offersExcellentVery GoodFairly GoodAveragePoor

7%

37%

33%

17%

6%

Customer Care ExcellentVery GoodFairly GoodAveragePoor

• Recharge Outlets:

• Purpose:

• The purpose behind this analysis is to know about the satisfaction of the Vodafone customers regarding recharge outlets.

• Interpretation:

• Recharge outlets of Vodafone are majorly rated on fairly good and very good basis. 36% of the respondents rate it as fairly good, 32% rate it as very good, 16% rate it as average, 14% rate it excellent and 2% respondents rate it as poor.

• Call Rates:

• Purpose:

• The purpose behind this analysis is to know about the perception of vodafone customers regarding different call rates.

• Interpretation:

• Major percentage of respondents are not happy with the call rates of Vodafone. 49% of respondents rate call rates of Vodafone as fairly good, 23% rate it as very good, 22% rate it as average while 4% and 2% respondent rate it as poor and excellent respectively

14%

32%36%

16%

2%

Recharge Outlets

ExcellentVery GoodFairly GoodAveragePoor

2%

23%

49%

22%

3%

Call Rates

ExcellentVery GoodFairly GoodAveragePoor

• Value Added Services:

• Purpose:

• The purpose behind this analysis is to know about the perception of Vodafone customers regarding Value Added Services.

• Interpretation:

• Value added services of Vodafone are quite feasible as compared to some of the other services. 33% respondents rate it as fairly good, 28% rate it as very good, 22% rate it as average while 10% and 7% rate it as excellent and poor respectively.

10%

28%

33%

22%

7%

Value Added Service

ExcellentVery GoodFairly GoodAveragePoor

RESULTS

• Q12) Why you are not using Vodafone Services?

• Purpose:

• The purpose of this question is to know why other respondents do not use Vodafone services.

• Interpretation:

• 6 don’t use Vodafone services because of high prices. 3 respondents don’t use Vodafone services because of poor services while 2 respondents each don’t use Vodafone services because of lack of awareness and poor network.

• Q13) Would you like to recommend Vodafone to others?

• Purpose:

• The purpose of this question is to know the recommendations of the respondents towards Vodafone whether they would like to recommend the Vodafone services to others or not.

• Interpretation:

• 90% of the Vodafone customers would like to recommend Vodafone services to others while 10% of the Vodafone Customers won’t recommend to others.

15%

46%

23%

15% Lack of awareness

High Prices

Poor services

Poor Network

90%

10%

YesNo

Q12) WHY YOU ARE NOT USING VODAFONE SERVICES?

• Interpretation:• 6 don’t use Vodafone services because of high prices. 3 respondents don’t use Vodafone services because of poor services

while 2 respondents each don’t use Vodafone services because of lack of awareness and poor network.

15%

46%

23%

15% Lack of awareness

High Prices

Poor services

Poor Network

Q11. WHY YOU ARE NOT USING VODAFONE SERVICES ?• Purpose:

• The purpose of this question is to know why other respondents do not use Vodafone services.

• Interpretation:

• 6 don’t use Vodafone services because of high prices. 3 respondents don’t use Vodafone services because of poor services while 2 respondents each don’t use Vodafone services because of lack of awareness and poor network.

15%

46%

23%

15% Lack of awareness

High Prices

Poor services

Poor Network

Q12. WOULD YOU LIKE TO RECOMMEND VODAFONE TO OTHERS?

• Purpose:

• The purpose of this question is to know the recommendations of the respondents towards Vodafone whether they would like to recommend the Vodafone services to others or not.

• Interpretation:

• 90% of the Vodafone customers would like to recommend Vodafone services to others while 10% of the Vodafone Customers won’t recommend to others.

90%

10%

YesNo

FINDINGS

• 93% of the respondents have a mobile phone while 7% of the respondents do not have a mobile phone.

• 100% of the respondents are aware about telecommunications services.

• 16% of the respondents use Airtel , 6% respondents use Idea while 12%, 4% and 2% respondents use Reliance, BSNL and Tata Indicom respectively.

• 100% of respondents are aware about Vodafone Services.

• 36% of the respondents are aware about Vodafone through Advertisements, 29% are aware because of Hoardings while 20% and 15% of the respondents are aware because of Newspapers and Mouth Publicity respectively.

• 39% of the respondents use Vodafone services from past more than 1 year while the lowest is 14% respondents using Vodafone services less than 1 month.

• 84% of the respondents use pre-paid services while only 16% of the respondents use post-paid services.

• 37% of the respondents use Vodafone for SMS services while only 14% of the respondents use Vodafone for Value Added Services.

• 87% of the respondent calls at customer care while 13% respondents do not call at customer care.

CONCLUSIONS

• From the above analysis the researcher concludes that major respondents are dissatisfied with some of the major services like call rates, SMS rates and new schemes & offers.

• Major respondents from all respondents use services of Vodafone.

• Major customers of Vodafone are old customers so many of the respondents are satisfied with the services of Vodafone and thus they would like to recommend Vodafone to others.

• Major respondents using Vodafone use pre-paid services compared to post-paid services.

• Major respondents are youngsters so they need more SMS facilities and low call rates, but Vodafone dissatisfies these age group (18-24) as their call rates and SMS rates are much high.

SUGGESTIONS

• Vodafone should decrease call rates for local users.

• Vodafone should provide more offers to Post-Paid customers so that the number of Post-Paid customers increase.

• Vodafone should bring introduce some new SMS schemes for the youngsters.

• Vodafone should introduce more schemes and offers.

• Vodafone should provide more schemes and offers to its old customers.

• Vodafone should decrease call rates of STD and ISD.