bipin vodafone project

8/7/2019 Bipin Vodafone Project

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ON

(CRITICAL ANALYSIS OF VODAFONE CUSTOMER SATISFACTION

SURVEY)

Prepared and Presented to:

Under The Guidance Of :

Companys Guide:- Faculty Guide:-

Rahul Srivastava Swati Priya

(Sr. Sales Manager)

(Submitted in the partial fulfillment for the award of the degree of Master Of

Business Administration from G.B Technical University,Session-2009-2011)

Submitted By :-BIPIN SINGH

Roll No. 0914170013

(MBA III Sem.)

Sagar Institute Of Technology & Management Barabanki .

(2009-2011)

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PREFACE

The business of cellular operator is related to the protection of economic value

of assets . The assets would have been created through the efforts of the owner,

in the expectation that , ei ther through the income generated there from the some

other output , some of his needs would be met. I f assets get lost ear lier, being

destroyed or made non-funct ional , through an accident or other unfor tunate

event , the owner and those der iving benef i ts there f rom suffer . Insurance is a

mechanism that helps to reduce such adverse consequences.

Insurance plays a major role in different perspective. For economic development

investments are necessary. Investments are made out of savings. A life insurance

company i s a maj or i nves tmen t f or t he mobil izat ion o f s av ing o f peopl e,

part icu larly f rom the middle and lower income groups . These savings are

channeled in to the investments for economic growth. In order to amenable to

statistical predictions, insurance risks must be handled on a large scale.

All organization face change in their environment with resultant change in their

markets and in the ability to satisfy their markets. Each organization is

faced with new marketing problems and opportunities in their existing

and potential market. Marketing decision makers cope with these

challenges in a variety ways.

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ACKNOWLEDGEMENT

This is to express my heartiest gratitude towards all those who helped and inspired me

to complete my project report.

I feel immense pleasure in submitting my summer training project report.

I am highly thankful to my Director Prof. J.K.Johari SITM Barabanki for his support and

encouragement that he provided me during the tenure of the project report.

I am also thankful to my H.O.D Mr. K.K.Mishra Associate Prof. (H.O.D) of MBA and to my

faculty guide Ms. Swati Priya for their kind and constant support and guidance.

At the end I would like to mention about the constant motivation and help that I received from

my family, teachers, friends and batch mates for completing my project report.

( BIPIN SING

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EXCUTIVE SUMMARY

Topic :- CRITICAL ANALYSIS OF VODAFONE CUSTOMERSATISFACTION SURVEY)

Objective:-This Survey is designed to bring about a sharp understanding of the marketpotential for telecommunication products. The corporate support to different brands. The study is

made to assess and access the consumer desire from versatile angles leading to skim out thepotentially of market strengthening Vodafone cellular action plan meeting future target not only

this much but it also makes a gesture to assess the current to rest competitors of

telecommunication.

The following are the main objectives of this survey:

1. To find out the degree of market potentiality for Idea.

2. To study the present and future needs of mobile along with corporate support to a particular

brand of telecommunication connection in comparison to other competitor of telecom.

3. To study the impact of attributes like price quality of connectivity and services etc. forpreferring a particular brand of telecommunication connection.

4. To assess the potentiality of respondent as future target customer for Vodafone

telecommunication.

RESEARCH METHODOLOGY

METHODS OF COLLECTING DATA:

There are two types of data:

1. Primary data

2. Secondary data.

Primary Data:The primary data are those which are collected a fresh and for the first time and thus happen tobe original in character.

Secondary Data:In the case of secondary data the nature of data collection work is merely that of complication.

Collection of Primary Data:1. Observation Method.

2. Interview Method.3. Through questionnaire.

4. Through schedules.

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Collection of Secondary Data:1. Various Publication of the Central, State and local government.2. Technical and trade journals.

3. Book magazines and newspapers.

4. Report and publications of various associations connected with business and industry, bank

stock exchange etc.5. Reports prepared by research scholars, universities economists etc. in different field.

Collection of My Secondary DataIn my research study I used only primary data and I collected it through the questionnairemethods, I collected these data from Lucknow.

RESEARCH DESIGN:-My research was exploratory research so I am discussing only exploratory research design. Inexploratory research design hypothesis is developed on the basis of the influencing variables

which are available. The main purpose to do research design is to find new ideas for which theresearcher must always remain alert. There are three principles stages of exploratory researchdesign.

First Stage: Survey of secondary information sources.

Second Stage: Interview with knowledge persons.

Third Stage: Examination of situation that are analyses

to the problem.

SAMPLING METHODOLOGY

Sampling Technique:

Initially, a rough draft was prepared keeping in mind the objective of the research. A pilot study

was done in order to know the accuracy of the Questionnaire. The final Questionnaire was

arrived only after certain important changes were done. Thus my sampling came out to be

judgmental and convenient

Sample design:-

Lucknow.

Sampling Unit:

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The respondents who were asked to fill out questionnaires are the sampling units. These

comprise of employees of MNCs, people.

Sample size:

The sample size was restricted to only 100, which comprised of mainly people from different

regions of Lucknow due to time constraints.

Sampling Area :

The area of the research was Lucknow, India.

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CONCLUSION

Vodafone with the help of its correct marketing strategy & quality

products & services at an affordable price is one of the worlds leading

telecom companies with the customer base of over 250 million & the

future plans & policies of Vodafone will help the company to achieve its

target of adding 500 million by the end of 2010

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CONTENT

I. Preface 3

II. Acknowledgement 4

III. Objective of the study

IV. Introduction of study 9

V. Research Methodology

VI. Company Profile: 10

WHAT IS TELECOMMUNICATION

PLAYERS IN TELECOMMUNICATION 10

DOT

TRAI & ITS FUNCTIONS

ABOUT VODAFONE

HISTORY OF VODAFONE

FUTURE OF VODAFONE 57

VII. Limitations 76

VIII. Suggestions 77

IX. Conclusion

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X. Bibliography 83

VODAFONE

CUSTOMER

SATISFACTION

SURVEY

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CHAPTER I

WHAT IS

TELECOMUNICATION

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WHAT IS TELECOMUNICATION

Telecommunication is the transmissions of signals over a distance for

the purpose of communication. In modern times this process almost

always involves the sending of electro magnetic waves by electronic

transmitters but in earlier years it may have involved the use of smoke

signals drums or semaphore lines.

HISTORY OF TELECOMMUNICATION:

The history of telecommunication began with the use of smoke signals &

drums in Africa the America & parts of Asia. Smoke signals

In the 1790s the first fixed semaphore systems emerged in Europe

however it was not until the 1830s that electrical telecommunication

systems started to appear. This article details the history of

telecommunication & the individuals who helped make

telecommunication systems what they are today.

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Early telecommunication included smoke signals & drums. Drums were

used in natives like Africa, New Guinea & South America & smoke

signals in North America & China.

In 1792 a French engineer Claude Chappe built the first visual

telegraphy for semaphore system between Chile & Paris. This was

followed by a line from Strasburg to Paris.

SOME OF THE MOST POPULAR TELECOM

COMPANIES IN INDIA:

A.P TELECOM

A.P.-telecom officer's service telephone numbers can be viewed by

clicking the concerned telecom district. A.P. telecom circle is serving the

whole state of Andhra Pradesh including the twin cities of Hyderabad

and Secundrabad.

ASC ENTERPRISES LIMITED (ASCEL)

Ascel is a multi venture corporate heralding the "convergence" era in our

country, focusing on nationwide retailing of time (telecom, information

& learning, media, entertainment) products & services, satellite and

digital wireless communication ventures for provision of infrastructure,

services and solutions among other initiatives.

AIRCEL

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Popular provider in Tamil Nadu

BANGALORE TELECOM

Bangalore telecom system is a communications window to the rest of the

world. Offer a wide range of telecom services from basic telephone

service to high speed data circuits.

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BHARTI ENTERPRISES

Established in 1985, Bharti has been a pioneering force in the telecom

sector with many firsts and innovations to its credit, ranging from being

the first mobile service in Delhi, first private basic telephone service

provider in the country, first Indian company to provide comprehensive

telecom services outside India.

COMMSOUTH

Commsouth was founded in Chennai, in the mid nineties; Commsouth

has grown steadily and established sound positions in the mobile

telephony and telecom management software market.

CELLEBRUM

Cellebrum is a company of M Corp global group with interests in thefield of telecom solutions, office automation and information technology

and value added services. Asias leading value-added mobile services

and solutions provider on platforms like sms / ivrs / wap / gprs / ussd etc.

CRICKET COMMUNICATIONS

Cricket is the operating subsidiary of leap wireless international, a

customer-focused company providing innovative mobile wireless

services targeted to meet the needs of customers who are under-served

by traditional communications companies.

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ESSAR GROUP

The Essar group is one of Indias largest corporate houses with interests

spanning the manufacturing and service sectors in both old and new

economies: steel, power, shipping, constructions, oil & gas and telecom.

IDEA CELLULAR

India's leading GSM mobile services operator, idea cellular has licenses

to operate in 11 circles. With a customer base of over 17 million, idea

cellular has operations in Delhi, Maharashtra, Goa, Gujarat, Andhra

Pradesh, Madhya Pradesh, Chattisgarh, Uttaranchal, Haryana, UP-west,

Himachal Pradesh and Kerala. Idea acquired spice telecom which was

operating in Karnataka and Punjab. Idea cellular footprint currently

covers approximately 45% of Indias population and over 50% of the

potential telecom-market. As a leader in value added services,

innovation is central to idea's vas factory. It is the first cellular company

to launch music messaging with 'cellular jockey', 'background tones',

'group talk', a voice portal with 'say idea' and a complete suite of mobile

email services.

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INTERNET & MOBILE ASSOCIATION OF INDIA

The internet & mobile association of India (IAMAI) is a not-for-profit

industry body registered under the SOCIETIES ACT, 1896. Its mandate

is to expand and enhance the online and mobile value added services

sectors.

JP MOBILE, INC.

JP Mobile is a solid, well-established company, a true pioneer in the

enterprise mobility market. They are a privately held company with solid

financial backing. They offer sure wave mobility suite, a comprehensive

wireless mobility solution for enterprises, carriers, system integrators

and independent software vendors.

LOOP MOBILE

Loop mobile (BPL mobile now rebranded as loop mobile), represents

growth with continuity. While we constantly work towards giving our

subscribers a better network, innovative products and a superior mobile

telephony experience, our subscribers can be assured of the same focus

and commitment in providing the best network coverage, billing

accuracy, and an unmatched personalized customer service.

MTNL DELHI

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MTNL Was Set Up On 1st April, 1986 By The Government Of India To

Upgrade The Quality Of Telecom Services, Expand The Telecom

Network, Introduce New Services And To Raise Revenue For Telecom

Development Needs Of India S Key Metros Delhi, The Political

Capital And Mumbai, The Business Capital Of India.

MTS - SHYAM TELECOM

Sistema Shyam teleservices limited is a joint venture company between

sistema of Russia and Shyam group of India. Currently they operate in

the states of Rajasthan, Tamil Nadu, Kerala, Bihar, West Bengal and

Jharkand.

RELIANCE COMMUNICATIONS

Reliance Communications has a reliable, high-capacity, integrated (Both

Wireless and Wireline) and convergent (Voice, Data and Video) digital

network. It is capable of delivering a range of services spanning the

entire infocomm (Information and Communication) value chain,

including infrastructure and services for enterprises as well as

individuals, applications, and consulting.

RELIANCE INFOCOM

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Reliance Infocomm will offer a complete range of telecom services,

covering mobile and fixed line telephony including broadband, national

and international long distance services.

SHYAM TELECOM LIMITED

Shyam telecom is pioneer in Telecom Industry. It has revolutionized the

industry with development of innovative products. Shyam group

commenced its operations in 1974 to introduce up-to-date

telecommunication technology.

SONY ERICSSON

Sony Ericsson mobile communications offers mobile multimedia

consumer products for people who appreciate the possibilities of

powerful technology.

SPICE TELECOM

Spice telecom the brand name of spice communications limited is

presently operating cellular phone services in the states of Punjab and

Karnataka. Considered as one of the best providers of mobile telephony

in India.

TATA INDICOM

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Tata teleservices ltd offers its products and services to customers across

India under the name of "Tata Indicom". Tata teleservices limited is

Indias leading private basic service operator.

TELEMATIC ENGINEERS (P) LTD.

Established in 1993, the TEPL network spans across the central western

India, with service and distribution centres of its own. Since its

establishment, TEPL has been foremost in bringing global technology to

the Indian market.

TOUCHTEL

A Bharti group company offering landline, DSL in metros

VIDESH SANCHAR NIGAM LIMITED

VSNL incorporated on April 1, 1986 under the Indian Companies Act,

1956 to take over the activities of the erstwhile overseas communication

services (OCS). The company operates a network of earth stations,

switches, submarine cable systems, and value added service nodes to

provide a range of basic and value added services.

VODAFONE ESSAR

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Vodafone essar in India is a subsidiary of Vodafone group plc and

commenced operations in 1994 when its predecessor Hutchison telecom

acquired the cellular license for Mumbai. Vodafone essar now has

operations in 16 circles covering 86% of Indias mobile customer base,

with over 34.1 million customers.

YOUR BILL BUDDY

Your bill buddy.com is your one-stop solution for finding the best

mobile plan in market for yourself. Also you can send free sms to your

friends.

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ABOUT DOT:

DOT stands for department of telecom. It was started in the year 1992-

93.The department is presently headed by Prof M.N. Srirangaraju, who

is supported by a team of qualified & dedicated staff members.

On the forefront of development & with the advent of technological

revolution & quantum development in the field of electronics &

communication due to myriad complexities of the e-world it was

inevitable for the evolution of another field to make a distinct identity of

its own. Thus the ball of development was set into motion & the

telecommunication field gradually assumed a role of pre-eminence

which is shared by few other engineering disciplines in the modern

world.

The Department established in the year 1992 emphasized in providing

quality education with the practical aspects of learning given ample

importance .The department encourages tech-savvy Projects which Whet

the students appetite for technical exploration.

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TRAI:

TRAI stands for Telecom Regulatory Authority of India. TRAI was

established in the year 1997 in pursuance of TRAI (Ordinance) 1997

which was later replaced by an act of parliament to regulate the

telecommunication services. Some of the major recommendatory,

regulatory & tariff setting.

FUNCTIONS OF TRAI

Functions of TRAI are to make recommendations on the need & timing

for introduction of new service provider ensure compliance of terms &

conditions of license, effective management of spectrum, lay down the

standards of quality of service to be provided by the service providers &

ensure the quality of service & conduct the periodical survey of such

service provided by the service providers so as to protect interest of the

Consumers of telecommunication service, ensure effective compliance

of universal service obligations notify the rates at which

telecommunication services in India shall be provided under this act etc.

Recently in exercise of powers conferred by Provision(K) (1) of Section

2 of the TRAI Act, the Central Government, Vide Notification no S0

44(E) dated 9th January 2004, has notified Broadcasting & Cable services

to be telecommunication service.

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RECONSTITUTION:

I (Amendment) Act, 2000 had led to reconstitution of the authority. It

consists of one Chairperson, two full-time members & two part-time

Members.

The present composition of the authority is as follows:

SHRI. NRIPENDRA MISRA

CHAIRPERSON

SHRI A.K. SAWHNEY

MEMBER

SHRI R.N. PRABHAKAR

MEMBER

PROF N. BALAKRISHNAN

PART-TIME MEMBER

DR RAJIV KUMAR

PART-TIME MEMBER

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CHAPTER III

ABOUT VODAFONE

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SOME IMPORTANT & INTERESTING FACTS

ABOUT VODAFONE

Vodafone is the third largest company in this country by market

capitalization. This is remarkable because Vodafone is a relatively new

company. Most of the other companies in the FTSE 100

(largest 100 companies in the UK) have been around considerably

longer.

Most people in this country instantly recognize the Vodafone logo and

know what the company does. Vodafone supplies customers with mobile

telephone facilities including text, games, music, mobile TV, and

internet services. In 2005 Vodafone had around 16 million UK

customers, employed over 11,500 people across call centres, offices and

retail shops.

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The NAS is less well-known. It is a national charity working with

children, adults, and families affected by autism, and those professionals

who work alongside them. Autism is a complex life long developmental

disability affecting an increasing number of children in the UK. The

term autism covers a wide range of behavioral and communication

difficulties. For example people with autism find everyday social

interaction very difficult.

Their ability to develop friendships is generally limited as is their

capacity to understand other people's emotional expression. People with

autism can often have accompanying learning disabilities but everyone

with the condition shares a difficulty in making sense of the world.

The NAS champions the interests of people with autism and provides

services appropriate to their needs. Around 535,000 people in the UK

have autistic spectrum disorders and 2 million parents, carers and friends

are affected. Understanding of the condition remains limited.

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HISTORY OF VODAFONE:

Vodafone is the world's leading international mobile communications

company. Currently it has operations in 25 countries across 5 continents

and 40 partner networks with over 260 million customers worldwide.

DURING 1980S

Vodafone made the UK's first mobile call at a few minutes past midnight

on 1st January 1985. Within fifteen years, the network was the largest

company in Europe and the largest of its kind anywhere in the world. By

the turn of the century, almost every second UK citizen had a mobile

and a third of them were connected to Vodafone.

The Vodafone story is one of investment, innovation and award-winning

customer service. Above all, its one of growth and the ability to deliver

the tremendous benefits of mobile communications, not just in the UK

but worldwide.

1982

The Racal electronics group wins its bid for the private sector UK

cellular license. It sets up the Racal telecoms division and names the new

network Vodafone to reflect the provision of voice and data services

over mobile phones. Based in Newbury, the company has less than 50

employees, all in one building.

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1985

The Vodafone analogue network is the first cellular network to launch

in the UK, and the first call is made from St Katherines dock in London

to Newbury on 1 January 1985.

1987

Vodafone is recognized as the largest mobile network in the world.

Vodata is created as the voice and data business to develop and

market Vodafone recall, the voicemail service.

Vodapage is launched, providing a paging network that covers 80% of

the UK population.

1988

Racal telecomm plc floats on the London and New York stock

exchanges.

1989

Paknet is formed as a joint venture between Racal telecom and cable &

wireless.

VODAFONE DURING 1990S:

1991

Racal and Vodafone demerge. And the Vodafone group is listed as an

independent company on the London and New York stock exchanges.

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Vodafone and telecom Finland make the worlds first international

roaming call.

Vodafone launches its digital (GSM) mobile phone service the first in

the UK.

1992

Vodafone and telecom Finland sign the world's first international GSM

roaming agreement.

1993

Vodafone group international is formed to acquire licenses and

supervise overseas interests.

Vodafone opens its first high street store.

1994

Vodata is the first network operator in the UK to launch data, fax and

sms services over the digital network.

Vodafone joins the global star consortium to develop and launch a low

earth orbiting satellite mobile phone service.

1996

Vodafone is the first network operator in the UK to launch a pre-pay

analogue package.

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Per second billing on the digital network is introduced, as well as

options to buy bundled minutes and make off-peak local calls to

landlines.

1997

Chris gent succeeds Sir Gerald Whent as chief executive officer of

Vodafone group plc.

1999

Vodafone air touch plc is created as a result of a successful merger

between Vodafone group plc and air touch communications Inc.

On 5 January Vodafone connects the five million customers in the UK.

VODAFONE DURING 2000S:

2000

The acquisition of Mannesmann Ag almost doubles the size of the

Vodafone group making it the largest mobile telecommunications

company and one of the top ten companies, by market capitalization, in

the world.

Vizzavi is launched, a 50/50 joint venture between Vodafone air touch

and vivendinet to deliver a multi-access branded internet portal for

Europe.

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Vodafone acquires the largest available 3g license in the UK. In

parallel with the development of 3g, Vodafone announces its intention to

offer GPRS (general packet radio service) to UK corporate customers.

The global star satellite communications service is launched in the UK.

2001

Vodafone introduces instant messaging to its networks.

Vodafone makes the worlds first 3g roaming call between Spain and

Japan.

2002

Vodafone trials its global mobile payment system in the UK Italy and

Germany.

Vodafone launches the first commercial European GPRS roaming

service.

The Vodafone group foundation is launched. The group and its

subsidiaries plan to contribute 20 million to community programmes,

guided by the group social investment policy.

Vodafone launches Vodafone live! & mobile office, two new consumer

and business propositions.

Arun Sarin is selected to succeed Sir Christopher Gent as Chief

Executive of Vodafone group plc.

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2003

Vodafone live! attracts 1 million customers in its first six months.

Orange, telefonica moviles, t-mobile, and Vodafone form a new

association to drive interoperable mobile payments.

2004

Vodafone launches its first 3g service in Europe with the vodafone

mobile connect 3g/gprs data card.

Vodafone live! With 3g is launched in 13 markets.

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2005

Vodafone simply is launched, giving customers new, easy-to-use voice

and text services.

Vodafone introduces passport, a new voice roaming price plan.

2006

The number of Vodafone live! Customers with 3g reach 10 million.

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MANAGEMENT OF VODAFONE

NEW CEO OF VODAFONE:

VODAFONE ANNOUNCES NEW CHIEF EXECUTIVE

Vodafone group plc today announces that, after five years in the role,

Arun Sarin will be retiring as chief executive at the end of the

companys AGM on 29th July 2008. He will be succeeded by deputy

chief executive Vittorio Colao.

Arun Sarin became chief executive in July 2003 and over the last five

years has led the company through a period of significant change, both

strategic and organizational. Under his leadership Vodafone has

developed and implemented a new strategy to become a total

communications company, which is already delivering results. As part of

its strategy Vodafone has also expanded into emerging markets

including Romania, Czech Republic, Turkey, and most recently, India

where Arun Sarin led the acquisition of Hutchison essar, which is the

largest foreign investment made in the country.

In portfolio management, during this time the company also disposed of

its businesses in Japan and Sweden, together with interests in

Switzerland and Belgium. In Europe the new strategy has delivered

innovative products, improved revenue and significant cost reduction.

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Organizationally the company has been structured to take advantage of

its significant global footprint by becoming an integrated business with a

clear distinction between global and local activities.

During his time as chief executive the company has also grown its

proportionate customer base from 120 million to more than 260 million

globally and over this period Vodafone has consistently delivered strong

results. Returns to shareholders over this period have also been very

positive with dividends increasing from 1.69p to 7.51p, an increase of

more than 400%. He has also built a new senior management team and

taken the lead on major industry issues, including mobile broadband and

internet services.

COMMENTING, CHAIRMAN SIR JOHN BOND SAID:

Arun has done a tremendous job as chief executive. He has led the

company with distinction and navigated Vodafone through a period of

rapid change. He has developed a new strategy for the business and

significantly expanded our footprint in emerging markets. The

acquisition in India was very well timed and executed. The board has a

great deal to thank him for and i would like personally to thank him for

all he has done for the business and wish him and his family all the best

for the future. In Vittorio Colao we have a fine successor and I am

looking forward to working with him in his new role.

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ARUN SARIN SAID:

It has been a privilege to lead Vodafone for the last five years and to

have been involved in the company for such a long time. I feel that I

have accomplished what i set out to achieve, particularly in developing

and implementing a new strategy. I am very proud of what Vodafone

and its 71,000 people have achieved and the good momentum we have in

the marketplace. I know that the business is in capable hands with

Vittorio Colao. Having worked with him for many years I know that he

has the experience and vision to take Vodafone on to future success.

Vodafone group plc also announced today that non executive directors

Michael Boskin and Jurgen Schrempp will not be seeking re-election at

the AGM. Michael Boskin joined the Vodafone board in 1999 on

Vodafones merger with air touch communications inc, having served

for a number of years previously on the air touch board. Jrgen

Schrempp became a director of Vodafone in 2000 when Vodafone

completed its acquisition of Mannesmann, having been a member of

Mannesmanns supervisory board before then.

Sir John bond said: I would like to thank Michael and Jrgen for their

contributions and for the different and important perspectives each has

brought to our board. Both have served with distinction and i am very

grateful for their tireless work on our board committees, especially

Michaels chairmanship of the audit.

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Committee. Jrgen has, at one time or another, been a member of each

of our principal board committees. We wish them both well in the

future.

ARUN SARIN

Arun Sarin, aged 53, graduated from the Indian institute of technology

with a BS in engineering in 1975. In 1978 he gained a MS in engineering

and a MBA from the University of California, at Berkeley.

He started his career as a management consultant before moving, in

1984, to pacific Telesis group in San Francisco. Commencing in

corporate development, he was instrumental in the company acquiring

the first cellular licenses in the us as well as winning the first cellular

license in Germany and a PCN license in the UK. He was subsequently

appointed CFO and chief strategy officer at pacific bell, before moving

on to become vice president and general manager, San Francisco bay

area telephone company, a pacific bell division with 12,000 employees.

Following the demerger from pacific Telesis of the mobile and paging

businesses to form air touch communications, Arun was appointed

senior vice president corporate strategy and development where he

developed and implemented a growth strategy encompassing

partnerships and acquisitions, which included the merger with us wests

wireless business.

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On becoming president and CEO, air touch international, Arun was

responsible for the acquisition of wireless licenses in several overseas

territories and establishing the management teams of these new ventures.

He then became president of air touch communications where he was

responsible for managing the cellular and paging operations in 14

countries and was a key negotiator in the successful merger of air touch

with Vodafone group plc. Within the combined business, Vodafone air

touch plc, he was appointed CEO US/Asia pacific region, managing the

groups operations in the US, Asia and Australasia. In addition, he

headed the global mobile internet division, responsible for the

introduction of wireless internet services.

In 2000, with the successful merger of Vodafone air touchs us

businesses with those of bell Atlantic and GTE to form VERIZON

wireless, arun, whilst maintaining a non-executive directorship of

Vodafone air touch plc, became CEO of info space, a provider of mobile

internet content and directory services.

In 2001 he joined ACCEL-KKR telecom; a telecom investment and

management business, where he evaluated numerous opportunities in the

telecommunications industry around the world and oversaw the

acquisition of bell Canadas yellow pages business.

In April 2003 he became CEO designate of Vodafone group plc and

assumed the post of chief executive on July 30th 2003.

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Prior to becoming chief executive, Arun had been a non-executive

director of the GAP Inc, the Charles Schwab Corporation and Cisco

systems inc. In July 2005, he was appointed to the court of directors at

the bank of England.

Vittorio Colao

Vittorio Colao, aged 46, was appointed chief executive, Europe and

deputy group chief executive of Vodafone group plc in October 2006.

Vittorio holds a business degree cum laude from Bocconi university and

an MBA with honors from the Harvard business school.

Between 2004 and 2006 he was chief executive officer of RCS media

group in Milan, a leading media group, publishing newspapers,

magazines and books in Italy, Spain, and France.

Prior to that, Vittorio held the post of regional CEO, south Europe,

Middle East and Africa, of Vodafone group plc, and he was an executive

director on the main board. Before the Vodafone acquisition, Vittorio

was COO and CEO of Omnitel Pronto Italia, now vodafone Italy.

Vittorio spent the early part of his career (1996-98 and 1991-96) at

Mckinsey & co, where he was a partner in the Milan office, working on

media, telecommunications and industrial goods. He headed the finance

practice, and was responsible for the office recruiting of consultants.

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Vittorio worked in 1989/1990 for Morgan Stanley investment bank

division, in London, and Mondadori, the Italian publisher.Vittorio has

been a non-executive director and member of the remuneration

committee of Ras insurance, then listed on the Milan stock exchange

(now merged with allianz se), and was previously a non-executive

director and chairman of the remuneration committee of Finmeccanica,

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CHAPTER IV

PRODUCTS CATEGORY

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PRODUCTS & SERVICES OFFERED BY

VODAFONE:

PRODUCTS CATEGORY:

1.CHARGERS:

Stay connected wherever you are with the nokia travel charger. It's

handy when you're camping, flying or on the go. It's also ideal if you

forget to keep your phone fully charged.

With most nokia phones now packing cameras, organizers and email,

this nifty gadget will come in handy for more than just talking. And

because it's small, you can pack it in your bag and forget about it - until

you run out of juice.

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3.HEADSETS & HEADPHONES:

Get a great signal at home - without leaning out of the window - thanks

to the Vodafone access gateway.

The gateway simply plugs into your broadband line, boosting your 3g

signal right through your home. It's also small, so you'll hardly notice it's

there. Want to share your signal with friends and family?

If they're on Vodafone you can - up to four people can use the gateway

at once.

Vodafone access gateway works with any 3g phone. You'll also need a

home broadband line, with a minimum speed of 1mbps.

The Vodafone access gateway is also available from just 290 a month

with select pay monthly offers; please pop into a store for more

information.

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4.FLEX ARM CRADLE:

Talk in your car - while your hands stay firmly on the wheel. The

Vodafone car cradle is designed for any handset. Just attach the suction

cap to your windscreen, or clip the cradle to your air - vent. No mess. No

tools. No hassle.

Once the cradle's attached, twist the bendy arm for the perfect position.It's as easy as that. Simple and safe, the must-have accessory is, at just

567 RS, very affordable too.

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5.MEMORY CARDS:

When you need to pack even more into your phone, choose the sandisk 4

GB micro sd memory card. It has the same dimensions as the 2 GB card,

but lets you carry loads more tunes and photos.

With space for up to 1,000 tracks, there's enough room in this tiny

device for all your favourites. You can also store, view or transfer photosand video clips - safely and easily.

Slim, powerful and ultra compatible, the 4 GB micro sd memory card is

the ideal companion for your phone.

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SERVICES:

Vodafones new telecoms management service - simplifying the

management of fixed and mobile telecoms services.

Vodafone Global Enterprise- The division of Vodafone which

manages the communications needs of the largest multinational

companies worldwide announces the launch of Vodafone telecoms

management, a new service which combines and simplifies the

management of fixed and mobile telecoms.

Vodafone telecoms management is a fully hosted service designed to

remove the operational complexity of managing the telecoms

environment for multinational businesses.

Underpinned by Vodafones global support and service levelagreements, the service will give multinationals greater visibility and

management control over their telecoms expenditure, as well as improve

the quality of service delivered to employees.

The offering will also deliver a single, online management view of both

their fixed and mobile telecoms services. Vodafone consultants will

work with customers to assess and scope their current telecoms vendors

and services, then develop a management plan aimed to deliver greater

efficiency and reduce costs.

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ADDITIONAL KEY FEATURES INCLUDE:

A single online view of spend across all telecoms providers

Full visibility of telecoms assets such as mobile and fixed devices

Ability to control and manage mobile devices Capability to secure, lock and remotely wipe mobile devices

Visibility of telecoms vendor contracts and the current contract

status

The online management portal is tailored to each organization to ensure

that it interfaces with their existing company processes. For example, theservice provides an employee self-service portal, enabling employees to

order new mobile devices and update their profiles. The process of

ordering a device and the type of device that an employee is allowed to

order will be in line with each companys set approval guidelines,

policies and work flows.

In this tough economic environment our customers are urgently seeking

ways to reduce cost and simplify their processes, said Nick Jeffery,

director, Vodafone global enterprise. Very few global organizations

have a complete and accurate view of their fixed and mobile telecoms

landscape. Our telecoms management service has been developed in

direct response to this need.

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INTERNET:

MOBILE BROADBAND:

MOBILE BROADBAND VIA YOUR PHONE

Feel the freedom. Use the internet your way with full access to VOIP

services like SKYPE, and peer to peer services like file sharing.

With mobile broadband via your phone, you get a whopping 5 GB each

month. Simply use your phone as normal and if you have a 3g phone,

connect it to your laptop to turn your phone into a broadband modem.

Before you get started, you might need to make a few changes to your

phones settings your user manual will have all the details.

Add mobile broadband via your phone for 20 a month

5gb a month ideal for big downloads

VOIP and peer to peer services get full access to SKYPE, file

sharing and lots more

One plan for everything you dont need a separate USB modem

device. Just use your phone instead

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HOMEBROADBAND:

Vodafone home broadband gives you high-speed internet access and

inclusive anytime landline calls for just 812 RS a month.

With no hidden catches, our customers say its better value than their

previous home broadband package.

What do I get?

Super fast broadband connection (up to 8mb) with unlimited usage

Inclusive calls to UK landlines any time

25% off calls to UK mobiles

Free UK-based telephone support 24/7

Broadband modem and micro filters included

All for just 812 Rs per month.

30-Day money back guarantee

Were so confident Vodafone at home is better value for money than

your current broadband package, well give you a 30-day money back

guarantee. Call us to find out more.

What about VAT?

Costs shown include vat at 17.5%. Don't worry; you'll only be charged

vat at 15% - while that rate remains.

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PRICING STRATEGIES :

A: MONTHLY PRICE PLANS

B: PAY AS YOU DO PLANS

C: CALL CHARGES WHILE GOING ABROAD

D: PAY MONTHLY CALL CHARGES

E: BUSINESS CALL CHARGES

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MARKET SHARE OF MOBILE OPERATORS IN

INDIA:2002-2008

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VODAFONE TOPS THE LIST IN THIS

CATEGORY

ABOUT THE MOST POPULAR VODAFONE ZOO-

ZOOS:

SOME INTERESTING FACTS ABOUT ZOOZOOS:

On first look, these Zoo Zoos in Vodafone TV ads may resemble

animated cartoon characters with an alien look or simply a stupid egg-

head character with disproportional white bodies and black dots for eyes

and mouth.

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But the interesting part is that Zoo Zoos are not animated characters but

are actually slim women actors from local Mumbai theatres, dressed in

white costumes that are stuffed with foam to portray the characters.

These characters are named Zoo Zoos, and are created by O&M. These

ads were directed by Prakash Varma and were launched during the

ongoing IPL 2 series.

They are human beings who were made to wear body suits. the design

of the characters is such that one gets fooled into thinking it is

animation, shrugs Rao, which was indeed the very illusion that had to

be created. in a sense, it is live animation! He quips, referring to the

fact that it was all shot live.

To create large heads they used a material called Perspex, which was

again stuffed with foam. Also, they casted only women and children to

play the zoo zoos so that the thin hands and legs made the heads look

even bigger.

SPONSORSHIP

VODAFONES PARTNERSHIP WITH MCLAREN

MERCEDES SERIES:

As title sponsor and official mobile partner of the Vodafone Mclaren

Mercedes team, Vodafone is raising its association with Formula 1 to

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the ultimate level. We have committed to a long-term agreement,

starting in 2007.

The sponsorship demonstrates Vodafones ongoing commitment to the

Formula 1 world championship, a sport which continues to deliver

massive global television coverage and which has significant appeal for

Vodafones consumer and business customers around the world.

The title sponsorship including the team name Vodafone Mclaren

Mercedes and official mobile partner of the team gives Vodafone;

dominant title sponsorship branding on the cars, drivers' and pit crews'

overalls and helmets.

As we enter into this exciting new partnership the associative rights

acquired provide unique opportunities that will continue to raise brand

awareness through the team name and branding. The team partnership

delivers a powerful integrated marketing platform through advertising,

hospitality, mobile content, handset offers and promotions and through

innovative activation will encourage preference and loyalty amongst

Vodafones customers.

VODAFONE WITH UEFA CHAMPIONS LEAGUE:

Vodafone is in its second season as official partner and official mobile

network of the UEFA Champions League, the world's largest annual

football competition.

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Vodafone is delighted to be at the forefront of Europes premier club

competition. After the successes of last season's UEFA champions

league sponsorship and the agreements announced in April to sponsor

the UEFA cup final and UEFA super cup, Vodafone is looking forward

to strengthening its position as a brand passionate about the beautiful

game.

The UEFA champions league is the world's greatest club football

competition. During nine months of every year, Europes top 32 clubs

battle it out for the trophy that proves they're the best of the best. It's a

sponsorship that delivers considerable value to Vodafone and is highly

relevant to most of the Vodafone operating companies.

Football is the most popular sport in the world. Huge numbers of

Vodafone customers are passionate about football - and sponsorships

help to convert this passion into a business relationship.

The partnership enables Vodafone to deliver content including video

highlights packages and goal alerts from all UEFA champions league

matches to football fans on the Vodafone live! With 3g consumer

service.

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VODAFONE TIE-UP WITH RADIO CHANNEL FEVER

104:

Vodafone tied up with Radio channel FEVER 104 wherein the channel

provides with cash prizes of upto 1 lakh or more which is another

promotion strategy adopted by Vodafone which was a success.

VODAFONE SPONSOR OF ENGLAND CRICKET

TEAM:

As our sponsorship of the England cricket team comes to a close, weve

got an impressive line up to celebrate the 12th and final year of the

partnership. This summer England will once again embark on the questfor victory in the ultimate test of any England cricketer as they take on

Australia in the Npower ashes series; and as a Vodafone customer, you

can be with us the whole way.

VODAFONE SOUNDBITES

Vodafone sound bites explore every aspect of the global music scene.

Featuring international artists interviews at gigs and festivals, bands

fantasy group line-ups, pre-show rituals and performers describing their

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first time on stage, the programme brings an authentic behind the scenes

insight into the world of music.

Vodafone sound bites is available on tv, via a website (www.mtv-

vodafonesoundbites.com) and on mobile (wap.mtv-

vodafonesoundbites.com) as a series of twenty one, three minute shows.

The website and mobile service carry additional footage, as well as

editorial and news elements.

Uniquely the programme is available in seven languages on MTV in

Germany, Hungary, the Netherlands, Portugal, Romania, Spain, Turkey,

the UK and Ireland, Australia, New Zealand and on the mtv European

feed, covering sixteen countries!

EFFORTS TAKEN TO BOOST SALES BY

VODAFONE (THE ZOO ZOO SERIES):

Vodafones new series of advertisements feature lovable white, large-

headed creatures that have attracted more than 28,500 fans on face book.

They are so cute, they remind me of Casper who was my favourite

cartoon.

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But for all those who think the zoo zoos are animated, heres the

shocker: they are real people in costume.

Rajiv Rao, Executive Creative Director (South Asia) of Ogilvy &

Mather, the agency that handles Vodafone advertisements, said: we

wanted to make real people look as animated as possible.

Bangalore-based nirvana films shot the ads in Cape Town, South Africa,

just in time for IPL. Said Prakash Verma, nirvanas owner

and director of the zoozoo campaign: our actors were small-bodied,

thin women covered in layers of white fabric. Each facial expression was

made of rubber and pasted on the actors.

In about 10 days, O&M completed the campaign shooting two-three

films a day, each selling a product or a service offered by Vodafone. A

dozen more films are expected as the league progresses.

The characters, which look like distant cousins of the Pillsbury dough

boy, were enacted by professional ballet artists in white body suits.

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What makes them so endearing is that they are innocent people living

in a simple world unlike ours, who laugh loud when they laugh. And

who seem to be in an in-between world of animation and reality, said

Mr. Rajiv Rao, executive creative director, O&M.

A film shot at 20 frames per second made the zoo zoos movements

hurried and comical. Of the 29 different zoo zoo ads created for the IPL,

there will be a new one everyday.

CUSTOMER RELATIONSHIP MANAGEMENT

VODAFONE LAUNCHES PHONES FOR THE POOR

From now onwards millions of people all through the world could access

mobile phones for the first time with the release of Vodafones first

ultra-cheap own-branded phones. It is said by the company that these

phones are cheap enough for poor people to have. Plus the Vodafone 125

and 225, released recently, are aimed at expanding the availability of

affordable mobile phones in increasing markets.

The mobile phones have been produced for Vodafone by Chinese

manufacturer ZTE Corporation - the first handsets resulting from an

agreement between the two companies announced in December. They

will come into view first on Vodafone networks in Egypt, Romania and

South Africa. The Vodafone 125 and 225 are reported to be consisting

with a similar set of basic features, although the 125 has a monochrome

display whereas the 225s display is colour.

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Vodafone is also planning to open access to mobile services for more

people in countries where mobile networks are the most viable and cost-

effective communications service available. The phones are said to be

coming with the price tag of around 1200-2500.

HAPPY TO HELP:

This is an online 24*7 helpline service for the customers of

Vodafone. This provides help to the customer queries related to

the products & services like VAS, talktime, recharge & etc.

CUSTOMER CARE CENTRE:

This is one of the best way of maintaining a healthy customer

relationship adopted by VODAFONE. They have their own

customer care centres all over India wherein the customers

directly come to the centres regarding the problems they face

related to the products & services.

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INTRODUCTION OF I PHONE 1 OF THE BIGGEST

EVENT IN THE HISTORY OF INDIAN TELECOM:

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We are delighted to announce that the iphone 3g will be available in

India from august 22, 2008. It will be available in 8gb & 16gb models,

priced at Rs 31,000 and Rs 36,100 respectively.

And this is just the cost of apple hardware - you will have to pay extra

fordata and voice plans. Airtel will also introduce iphone on the same

date but I dont think if an iphone 3g is worth that kind of money.

Now that Vodafone officially announced theprice of iphone, a local rep.

Shared details about the different tariff plans available for Vodafone

customers ofiphone in India.

Unlike blackberry, Vodafone offers no "unlimited data" plan for iphone

users. That means if you exhaust your monthly data usage limit, be

prepared to shell out an extra Rs 5 per mb of data exchanged.

The monthly rent for iphone will range from Rs 500 to Rs 1000

depending on your internet requirements. The lower plan will provide

you with 50 mb of free data usage while the upper 1000 plan provides

600 mb of data usage.

The above plans are for customers with a postpaid connection.

If you want to go for a prepaid iphone connection, theres a iphone data

card available for a monthly rent of Rs 100 but without any free data

usage.

The sms and local / std call charges on iphone will more or less be the

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Lets do some maths. If you are heavy web user, the overall cost would

work something like this - Rs 36000 (for handset) + Rs 12000 (yearly

rent) + call charges + extra data charges + taxes.

Contrast that with a blackberry curve from airtel - Rs 23000 (for

headset) + Rs 6000 (yearly rent with unlimited data) + call charges +

taxes.

VODAFONES TIE-UP WITH B.E.S.T & RAILWAYS:

As a part of the customer relationship management Vodafone came out

with a unique plan of providing its customers with utmost ease of paying

their bills on the railway platforms & in the buses. The customers were

have to visit the respective centres of their area to pay the bills which

was time consuming & required some effort. Because of the initiative

taken by Vodafone postpaid customers are very much relaxed that they

do not have to visit the respective centres to make the payment.

COMPARISN BETWEEN VODAFONE & LOOP MOBILE

LOOP MOBILE:

Loop mobile strives for customer satisfaction and business success in

the telecom service field. Apart from offering prepaid, post-paid,

roaming, voice sms and push mail services in the wireless industry, this

mobile service company also provides other values-added services. The

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communications service company gives an itemized bill, which a

detailed bill is accounting the outgoing calls, sms, subscribed services

and other such details.

The customer of the mobile service company also gets missed call alerts

through sms alerts, when the phone is switched off or is out of the

coverage area/range. Mobile answer phone service or voice mail service

is available for customers not able to attend calls, and if activated allows

the caller to record his/her message. Call conferencing is also offered by

bpl communication, which a conference between two or more persons.

Other services such as clip, which identifies the caller; popular roaming,

which allows special roaming without any deposit in India and STD/ISD

facility to make national/international calls are provided by the mobile

service company. Emergency STD/ISD services, which provide access

to STD/ISD calling without any deposits for 20 minutes, clir to secure

the customers numbers from being reflected on callers mobile and

fax/data and internet options are also the other value-added services

offered by the communications service company. BPL communication

offers national roaming that allows the customers to get incoming calls

while traveling in India and international roaming to get incoming calls

while traveling outside India.

Offers post-paid, prepaid, roaming, voice sms and push mail services.

The post-paid service offered by the mobile service company has several

plans to attract customers. These plans include PAISA VASOOL on

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BPL mobile at reduced call rates, sms and mms, talk more with BPL

mobile, which is a group plan for the family and friends at reduced call

rates, national family and friends, which offers 60 per cent discount on

std airtime for calls to any one mobile number and night plan.

Under the prepaid scheme, the communications service company offers

MOTS RCC 399 with outgoing calls free on BPL and zone advantage,

which allows the customer to pick any of the 15 zones, like home,

office, college and so on, in order to enjoy some special privileges of

calling and sending sms. The night pack allows customer to make calls

at minimum rates and the sms bundle pack is offered by BPL

communication at very low rates. Roaming with MOTS allows one to

subscribe for national and international roaming.

E-mails may be unanswered in the inbox and in the present competitive

world, quick decision are highly essential. The push mail offered by the

mobile service company allows one to access mails even while traveling.

The push mail supports Microsoft exchange, lotus notes, SMTP and

imap/pop3 servers.

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PROBLEMS FACED BY LOOP CUSTOMERS:

BILLING PROBLEMS:

I have 2 mobile numbers from bpl mobile. I have given auto pay from

my credit card so as to there is no delay in bill payment. This was

working fine till November 06. Since December every time bpl comes

back saying that my bank declines the payment i had check with my

bank they are saying that my card is in active mode has large limit than

bpl mobiles bill still bpl disconnects my connection. This has happened

5-6 times. I have a confirmation from my bank that there is no problem

in my card. I have written to bpl at least 10times but none of their senior

level people looked in this I am suffering even monetary losses due to

this & frustration. It feels like they want to harass you. I have very clean

record of bill payment & not even a late payment as I have always kept

my bill payment on auto pay. I have submitted this auto pay to their

Malad gallery but I dont know why their operations dept or customer

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care dept are not able to solve this. My sincere request to all new mobile

connection buyers to read through my complaint.

REDUCING BALANCE WITHOUT ANY

CONFIRMATION:

I was in Germany for about two months during which barring one or two

numbers no one could reach me despite activating international roaming

on my cell. This caused a lot of inconvenience and I had to pay

additional money to make phone-calls.

But then on 9th November suddenly my balance went off from Rs. 2,500

to a negative balance after sending and receiving one sms. I logged a

complaint on the online system for which i receive two apparently

unique complaint numbers doc-c-11117465 and doc-c-111121812 which

itself speaks a lot about the complaint management system.

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After returning when I called the absolutely useless help desk and

explained the situation to several executives over and over again, they

finally gave me the two numbers on which apparently i had spoken. I

tried both these numbers here locally from my land line- one number is

out of service and the other is a fax line. First of all i could not receive

any calls while i was in Germany and then these numbers that were

given by the help desk are not even functional numbers.

I am really annoyed now and its getting worse cause today I have had

another debit of Rs. 99 for activating an inactive international roaming.

BAD SERVICE:

I am prepaid subscriber , I had given my documents 3 days back , after

that they send me a message your request could not proceeded please

call mobile assist 0n 555, after that last night they suspended my both

prepaid line , when i visit Mahim gallery they said signature is not there

on application form , I signed on application & they promise me that my

line will be activated within an hour but still it is suspended so please i

request do not use BPL mobile. Now i have already taken airtel card & i

am not going to use bpl anymore. Airtel & Vodafone is best.

COMMENT BY SHAILESH PATIL

PROBLEMS FACED BY VODAFONE CUSTOMERS:

Anyone experiencing problems with Vodafone today, no sms and cannot

receive any calls, cannot get through to CS.

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No problems in derby. Could be a local problem.

CHAPTER V

FUTURE OF VODAFONE:

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FUTURE OF VODAFONE:

VODAFONE SUGGESTS FUTURE ANDROID PHONE :

Vodafone have confirmed that their currently looking at developing

more android phones to complement their new HTC magic handset, and

that some future android devices could appear without google.

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In an interview with techradar.com, Vodafones Rachel Williams

revealed that whilst the HTC magic arise bundled with all the well-

known google services future android handsets may feature a basic

package allowing networks to integrate their own clients software

instead.

Williams also went onto confirm that more Vodafone android phones

were likely in the future, we are looking at other android devices by

joining the open handset alliance it shows our commitment (to ranging

other devices using Androids).

VODAFONE APPLICATION STORE COMING

SOON:

Vodafone on May 12TH 2009 announced plans to open their own

application stores for third party application that will be made available

across a wide variety of mobile platforms

VODAFONE COMPLETES HUTCH ACQUISITION:

On day when Indian conglomerate Essar threatened legal action against

Hutch-Essar deal Vodafones CEO Arun Sarin met Communications &

IT Minister Dayanidhi Maran & briefed him on the companys future

plans for India.

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The British telecom major won the bid to acquire the stake of Hutchison

Telecom in Indias fourth largest mobile operator Hutch Essar.

Essar sources said the company is considering legal action over the deal

on account of it being ignored in taking key business decisions.Essar is

concerned over Vodafones move to forge ahead with plans like

networks sharing without consulting it first.

This is just the beginning Maran told PTI about the Hutch-Vodafone

deal. Indias telecom growth story is really interesting. Once the tele-

density crosses 25 per cent, the growth curve will become even steeper.

Maran hoped that the number of mobile users in India which is currently

150 million would touch 250 million by end of 2007 & 500 million mark

in the next 3 years.

LIMITATIONS

The geographical area was very much limited to residential area & so the results are not

particularly reflection of the current behavior.

Biases and non-cooperation of the respondents.

Due to limited time period and constrained working hours for most of the respondents,

the answers at times were vague enough to be ignored.

Most of the people in India take their policies in the period preceeding March(for tax

saving purposes) & so the response to initial contacts were not all encouraging and that

has been the primary reason in the inability to quantify the results large enough so as to

reduce any relevant outcomes.

Most of the results that are spelt out have been of qualitative aspects.

People are not interested in giving personal opinion.

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RECOMMENDATIONS

Vodafone cellular is the growing and big competitive industries, today in

telecommunication sector there are many company, like BSNL, Airtel, Reliance

and now idea & TATA has also launched his telecommunication service TATA

Indicom, so, Vodafone has to face many competition in the market in the case of

sales promotion activities in telecom with special reference to Vodafone cellular,

so, Vodafone has improve thee tower in the Rural area also I want to recommended

to Vodafone cellular to established there tower as fast as they can do so, Vodafone

is a big and stable company so they have to improve themselves as a good telecom

service provider.

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CONCLUSION

With this the researcher come to the conclusion part of the research report. It was a

wonderful experience for the researcher of working on the topic selected by him.

Although it was not an easy task collecting information in the competitive market

of telecom services. But taking up the challenge itself was very interesting.

It is clear from the analysis Vodafone cellular is much better than other telecom

due to the survey of Lucknow according to the customer of Lucknow living

standard of high people and lower people.

By the survey I have found that there are many telecom company but and many

competitors in market but no any one defeat the Vodafone cellular.

Many activity of Vodafone cellular as tariff plan, Recharge, there activity

customer satisfaction and prove all the best of other telecom.

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QUESTIONNAIRE

OBJECTIVE : - Viability and Presence of telecom product in non telecom

outlets with reference to Lucknow.

Name of the owner

Shop Name

Address

Contact no...

Q1. Are you selling Sim card?

YES NO

Q2. Which type of sim service Provided ?

PRE PAID POST PAID

BOTH

Q3. Are you sell recharge vouchers ?YES NO

Q4. Which kind of recharge vouchers sell mostly ?

PAPER RECHARGE ELECTRONIC RECHERGE

BOTH

Q5. How many Network available at your outlet ?

TWO FOUR

SIX ALL AVAILABLE

Q6. Which Network you prefer to sell ?HUTCH BSNL IDEA

AIRTEL TATA RELIANCE

Q7. Whats the consumer need and demand at you outlet ?

BETTER SERCIVE BETTER SCHEME

BOTH OFTHEM

Q8. Do you have any problem with any service provider ?

YES NO

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Q9. Would you like to prefer those service provider who

provide better service and attractive margin ?

YES NO

Q10. Are you satisfied with the current Vodafone plans and

service?

YES NO

CANT SAY

BIBLIOGRAPHY

Philip Kotler : Principle of marketing

practice Hall of India

Pvt. Ltd.

C.R. Kothari : Research methodology

vishwa prakashan New

Delhi.News paper : Times Of India.

Internet : www.vodafone.com__

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bipin vodafone project

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