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CUSTOMER SATISFACTION

Dr.JYOTHIRMAYI DEGREE COLLEGE, ADONI. - - i

INDEX

CHAPTER

CONTENTS PAGENO

i LIST OF TABLE ii

ii LIST OF GRAPHS iii

1 Introduction

1.1.Customer Satisfaction background

1.1.1 Measuring Customer Satisfaction

2

2

4

2 Study Design

2.1 Importance and Needs of the study

2.2 Objectives of the Study

2.3 Methodology

2.4 Limitations

6

7

8

9

10

3 Company Profile

3.1 Introduction

3.2 World Wise

3.3 In India

3.4 Collaborations3.5 Services

11

11

11

13

1315

4 & 5 Data Analysis and Interpretation

5.1 Table No.1 to Table No.13

5.1 Graphs No.1 to Graphs No.13

20

21 to 33

21 to 33

6 Summary, Findings and Suggestions

6.1 Summary

6.2 Findings

6.3 Suggestions

34

353637

7 Bibliography 38

8 Questionnaire 39


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Dr.JYOTHIRMAYI DEGREE COLLEGE, ADONI. - - ii

LIST OF TABLE

TABLE NO CONTENTS PAGE NO

1

23456789

10111213

Category for respondence

Income considerationMembers of the familyService provide at presentReason for purchaseReason for purchaseThe consideration using the SIMQuality of networkReason with other to compareFrequency of top-up availabilityService provide on SIM cardRecommended on Vodafone SIM cardSatisfaction with the services

21

222324252627282930313233


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Dr.JYOTHIRMAYI DEGREE COLLEGE, ADONI. - - iii

LIST OF GRAPHS

TABLE NO CONTENTS PAGE NO

1

23456789

10111213

Category for respondence

Income considerationMembers of the familyService provide at presentReason for purchaseReason for purchaseThe consideration using the SIMQuality of networkReason with other to compareFrequency of top-up availabilityService provide on SIM cardRecommended on Vodafone SIM cardSatisfaction with the services

21

222324252627282930313233


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Dr.JYOTHIRMAYI DEGREE COLLEGE, ADONI. - - 1

CHAPTER-I

INTRODUCTION


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INTRODUCTION

In the last few years, mobile service providers has witnessed considerable competitive

activity with brand launches brand extensions, enhancements, tariff plans and providing with

value added services to customer, etc., all competing for t large share of the growing demand

postpaid sector among the service providers.

Mobile service providers continue to be failed with the challenge of increasing sales,

market share and profit in an ever changing, dynamic market environment, In such an

environment, it is critical that marketers retain their existing base of loyal consumers and

continue to satisfy them sufficiently such that they do not shift their preference to alternative,

not shift brand with possibly a new set of benefits in a different package with an enhances

price value added services.

It is important to comprise to retain and build the loyalty of consumers. It is possibly

when they:-

Understand the market from the consumers perspective.

Provide an attractive price value equation.

Tap new consumers while retraining the old ones.


Customer satisfaction, a business term is a measure of how products and services

supplied by a company meet or surpass customer expectation. It is seen as a key performance

indicator within business and is part of the four of a Balanced Scorecard.

In a competitive marketplace where businesses compete for customers, customer

satisfaction is seen as a key differentiator and increasingly has become a key element of

business strategy.

However, the importance of customer satisfaction diminishes when a firm hasincreased bargaining power. For example, cell phone plan providers, such


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as AT&T and verzin, participate in an industry that is an oligopoly, where only a few

suppliers of a certain product or service exist. As such, many cell phone plan contracts have a

lot of fine print with provisions that they would never get away if there were, say, a hundred

cell phone plan providers, because customer satisfaction would be way too low, and

customers would easily have the option of leaving for a better contract offer.

There is a substantial body of empirical literature that establishes the benefits of

customer satisfaction for firms.

The balanced scorecard (BSC) is a strategic performance management tool - a semi-

standard structured report supported by proven design methods and automation tools that can

be used by managers to keep track of the execution of activities by staff within their control

and monitor the consequences arising from these actions. It is perhaps the best known of

several such frameworks (for example, it is the most widely adopted performance

management framework reported in the annual survey of management tools undertaken

by Bain & Company, and has been widely adopted in English speaking western countries and

Scandinavia in the early 1990s). Since 2000, use of Balanced Scorecard, its derivatives

(e.g. performance prism), and other similar tools (e.g. Results Based Management) have

become common in the Middle East, Asia and Spanish-speaking countries also.

A business (also known as company, enterprise, or firm) is a legallyrecognized organization designed to provide goods, services, or both to consumers or tertiary

business in exchange for money. Businesses are predominant in capitalist economies, in

which most businesses are privately owned and typically formed to earn profit that will

increase the wealth of its owners. The owners and operators of private, for-profit businesses

have as one of their main objectives the receipt or generation of a financial returns in

exchange for work and acceptance of risk. Businesses can also be formed not-for-profit or

be state-owned.

AT&T Inc. is the largest provider of fixed telephony in the United States, and also

provides broadband and subscription television services. AT&T is the second largest provider

of service in the United States, with over 92.8 million wireless customers, just behind verzin

wireless 93.2 million, and more than 210 million total customers.

As of 2010, AT&T is the 7th largest company in the United States by total

revenue, as well as the 4th largest non-oil company in the US (Behind Wal-Mart general


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electric and Bank of America). It is the 3rd largest company in Texas by total revenue

(Behind EXXONMOBIL and CONOCOPHILLIPS) and the largest non-oil company in

Texas. It is also the largest company headquartered in Dallas. In 2010, listed AT&T as the

23rd largest company in the world by market value and the 18th largest non-oil company in

the world by market value.

Was founded in 1983 as a regional bell operating company following the beck-upof

the original AT&T as a result of theunited status v.AT&Tantitrust suit. The company

changed its name in 1995 to SBC Communications Inc. and again in 2005 to AT&T Inc. after

it purchased its former parent company, AT&T Corporation. The newly merged company

took on the iconic AT&T logo and T stock-trading symbol (for "telephone"). Fine print, small

print, or "mouse print" is less noticeable print smaller than the more obvious larger print itaccompanies that advertises or otherwise describes or partially describes a commercial

product or service. The larger print that is used in conjunction with fine print is ingenuously

used by the merchant in effect to deceive the consumer into believing the offer is more

advantageous than it really is, via a legal technicality which requires full disclosure of all

(even unfavorable) terms or conditions, but does not specify the manner (size, typeface,

coloring, etc.) of disclosure.

MEASURING CUSTOMER SATISFACTION

Organizations need to retain existing customers while targeting non-

customers. Measuring customer satisfaction provides an indication of how successful the

organization is at providing products and/or services to the marketplace.

Customer satisfaction is an abstract concept and the actual manifestation of the state

of satisfaction will vary from person to person and product/service to product/service. Thestate of satisfaction depends on a number of both psychological and physical variables which

correlate with satisfaction behaviors such as return and recommend rate. The level of

satisfaction can also vary depending on other factors the customer, such as other products

against which the customer can compare the organization's products.

Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988

delivered SERVQUAL which provides the basis for the measurement of customer

satisfaction with a service by using the gap between the customer's expectation of


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performance and their perceived experience of performance. This provides the researcher

with a satisfaction "gap" which is semi-quantitative in nature. Cronin and Taylor extended the

disconfirmation theory by combining the "gap" described by Parasuraman, Zeithaml and

Berry as two different measures (perception and expectation) into a single measurement of

performance relative to expectation.

The usual measures of customer satisfaction involve a survey with a set of statements

using a Likert Technique or scale. The customer is asked to evaluate each statement in terms

of their perception and expectation of performance of the service being measured. Arguably,

consumers are less complex than some of these surveys tend to portend. They are basically in

two simple states; satisfied or not satisfied. On or off, just like a switch. A business can

measure its customer satisfaction index by relating the aggregates of satisfied customersversus dissatisfied customers.


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CHAPTER-II

STUDY DESIGN


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THE STUDY DESIGN

IMPORTANCE AND NEED FOR THE STUDY

Customer satisfaction has roots in two ideas about quality that come from an

operational/production view of the business. The first idea is that quality can be measured by

the gap between customers' expectations and their perceptions. This gap-based view of

quality says that if you beat customers' expectations you have good quality.

The second idea is that quality is about conformance to a standard or

specification. Within this idea is that once the design is set, quality is about ensuring that the

end deliverable to the customer meets this design. Consequently from a production/operationspoint of view, customer satisfaction is about monitoring the quality of delivery of the product

and service. The aim being to minimize production errors so saving money and making

customers happy (see Quality is Free by Crosby).

These production focused roots of customer satisfaction are sometimes

overlooked by the more marketing focused researchers who carry out these type of studies,

which can lead to a gap between what you want and what the researcher is providing.

However, experience also shows that design is actually an essential part of

customer's overall view of satisfaction and it is not necessarily fully possible to separate out

design from delivery. So some care is needed in really defining what it is that you are looking

for from a customer satisfaction study, what you are going to use the information for and

whether alternative approaches might be better for you.


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OBJECTIVES OF STUDY

To understand the entire mobile service in the market.

To know different services provide by the Vodafone.

To know the perception of different customers.

To analyze the market of Vodafone in Adoni.

To know satisfaction of Vodafone customer


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LIMITATIONS:

As a part of my project work my survey is Adoni town only.

I didnt get accurate responses from the customers. They may be partial or refuse toco-operate.

Customers may have to be contacted repeatedly and also identify the prospective

customers.


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CHAPTER-III

INDUSTRY & COMPANY

PROFILE


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INDUSTRY AND COMPANY PROFILE

VODAFONE COMPANY PROFILE

About Vodafone

Hutchison Telecom, one of the worlds leading cellular service providers brings

Vodafone to you. We are known for our innovative approach and world-class technology our

goal is to provide you superior product and services, anytime and anywhere.

Our values are stated simply to be fair and transparent in what we do and how we do

it to provide you Quality services with more customers friendly practices to make your

communications experience simple, pleasurable and fun. Where solution are not just

promised in the future but delivered in the present.

Hutchison Worldwide:

Hutchison telecom is a wholly owned subsidiary of Hutchison Whampoa Limited, a

Hong Kong based industrial conglomerate.

Hutchison Whampoa is a Fortune 500 company, and one of the largest companies listed on

the Hong Kong Stock Exchange. Its operations span 36 countries across the Asia Pacific

region, Europe and the Americas.

Hutchison Telecom is ranked among the global leaders in mobile communication. It

offers a wide range of integrated telecommunications service including fixed line service,

internet service, broad band networks, mobile telephony (voice and data), trunked mobile

radio and radio broad casting among others.

Hutchison has also bagged licenses to provide 3G cellular service in nine European

countries. It had a combined turnover of over $10 billion dollars in the year 2000.


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HUTCH IS ON INDIA

Hutchison established its presence in India in 1994, through a joint venture with Max

India Limited. In 1995, Hutchison Max telecom became the first operation in India to launch

its cellular service.

Today, Hutchison is the one of the largest providers of cellular services in India with

presence in all the major regions-Orange in Mumbai and Hutch in Gujarat, Calcutta, Andhra

Pradesh, Karnataka, Delhi and Chennai. It is also the countrys largest roaming operator with

a more extensive network in India and around the world than any operator.

It is a part of the Hong Kong base Multinational Conglomerate Hutchison Whampoa

Limited, a Fortune 500 company, and one of the largest companies listed on the Hong KongStock Exchange. Its operations span 36 countries across the Asia Pacific region, Europe and

the Americas. Hutchison affiliates jointly account for the largest number of cellular

subscribers in India numbering over 2 billion.

CIRCLES:

The state of Haryana, East U.P and Rajasthan are run independently by Esau and

partners the Hutchison group in the metros of Delhi, Mumbai and Kolkata and Gujarat. In

addition, has begun operations in 2002 as a fourth cellular operator in the south Indian states

of Andhra Pradesh, Karnataka and metro of Chennai.

VODAFONE COLLABARATES CELLULAR COMPANIES

Fascel Limited:

Fascel Limited, have been awarded the license for providing cellular service in the

state of Gujarat, India.

Promoters:


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Fascel Limited, the largest cellular provider of Gujarat, is a joint venture of Hutchison

Telecom, Kodak, Mahindra Group and the Hinduja Group, Hutchison Group, one of the

largest cellular operators in India, is also one of the worlds leading telecommunications

company. Hutchison Telecom is a part pf Hutchison Whampoa Limited (HWL), a Hong

Kong based Fortune 500 company operating in 41 countries spread across the Asia Pacific

region, Europe and America. It is one of the largest companies listed on of the Hong Kong

Stock Exchange. Hutchison Telecom is also recognized as one of the first cellular operators

in the world, having started its services way in 1985.

Launch of Services:

Fascel Limited, now branded as Vodafone, was incorporated on March 1995. Fiscal

commenced commercial operation in Ahmadabad on January 24, 1997.

Technology Partners:

The companys cellular network is procured from Nokia Telecommunications,

Finland and uses GSM 900 MHz. technology and the leading digital wireless system; Nokia

is also providing Technical Assistance for Network Planning, commissioning of Network

Hardware as well as Software repair, Software up gradation and training.

The Microwave based transmission Backbone built by the Company comprises a state

of the art SDH Radios and is equipped to carry high density traffic allowing customer to

enjoy virtually congestion free communication and better voice and data clarity.

Hutchison Essar South Limited:

Service Area: AP, Karnataka, and Chennai

Brand Name: VODAFONE

Promoters:


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Sterling Cellular Limited promoted the Hutchison Essar South Limited.

Foreign Partners:

Hutchison Telecommunications Limited is the companys foreign partner.

VODAFONE SERVICES

VODAFONE Pre Paid:

You can now stay touch with whichever you need to form wherever you are,whenever.

You feel like, while keeping a check on how much you spend.

Enjoy the following exclusive benefits on your prepaid.

Stay in control your airtime spends-all the time.Pat no STD, ISD or security deposit.Free yourself of monthly bill payment worries.Get caller ID, SMS, and Remote Recharging and Balance Carry Forward facilities at

no extra cost whatsoever.

Whats more, you can also choose from the following optional packages on VodafonePrepaid connection.

Value Added Services:

Enjoy a host of service on your Vodafone Prepaid.

VODAFONE Post Paid:

Vodafone post paid has a variety of talk plans to best suit your requirements.


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Activate Roaming:

You can activate Zonal roaming on your Hutch phone by any of these methods log on

to My VODAFONE to subscribe SMS ZR YES to 111.

ROAMING:

Now you can always stay connected, no matter where you are. With the Vodafone

Roaming facility, you can use your Vodafone in over 100 countries worldwide and over 530

cities across India. Vodafone roaming makes life easy and convenient for you.

One number cross the Globe:

Your cell phone number and Pin number remain the same whether you are in

Hyderabad, Chennai, and London, Paris or anywhere else in the world.

Only one Bill:

You get one consolidated bill that includes all your expenses in India rupees, even if

you use the service in more than one city or country. Thus you save on your precious foreign

exchange also.

Very Economical:

You dont have to make any more expensive calls from your hotel suite. Simply call

up from your single Vodafone number.

Voice Mail Access:

You can check your voice mail from anywhere on earth.

Ring tone & Logo Downloads:

Vodafone now lets you download exciting ring tones and logos

From Yahoo! And Rediff through SMS. You can also choose from the latest Top Ten logos

and ring tones. Send SMS as for ring tone downloads to 8243.


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VODAFONE INDUSTRY PROFILE

Hello communication is a direct sales associate (teleshop) for hutch. It was started in

the year 2004 in Hyderabad. It also provides services for world space satellite radio. Total

employee working for hello communication is 100 in number out of which 75 employee work

for vodafone and 25 works for world space satellite radio. Hello communication deal in direct

marketing and tele marketing for vodafone and world space satellite radio.

The corporate office for hello communication is located in Begum pet. There are four

tele shops for hello communications which are located in S.P.ROAD, AMEERPET,

NALGONDA and MERYALGUDA. Hello communication is being headed in partnership by

Mr. G.SRIDHAR and

Mr. RAJENDRA PRASAD. From the day it started it hold number one position in

Hyderabad. Mr., Sridhar is having engineering (B.Tech) background. The major competitor

of Hello communications is Varun communications.

Hutch Is Now Vodafone

Vodafone and Essar sort out difference on Hutch management:

UK based mobile service provider Vodafone has announced that they have sealed a

deal with Indias Essar group. The two companies have now settled their differences on

management control of Indian mobile firm Hutchison Essar.

Vodafone chief executive Arun Sarin said in a statement: United we stand here today before

you and we will be taking the business forward in the rapidly expanding Indian mobile

market.

As part of their deal, Vodafone would now have operational control of the company.

The company would now be called Vodafone Essar and Essar would have rights consistent

with it 33percentshareholding.


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Sarin further said that they expect the Indian government to approve the deal in the coming

weeks.

He added that they want Hutchison Essar to be number one in the Indian market by 2010.

Sarin said: We look forward to helping develop the Indian society and economy through the

benefits mobile telephones can bring. Were talking about making affordability a non-issue.

The opportunities in India are about penetration.

In 2005-06, the Orange brand in Mumbai was phased out to introduce Hutch. The

company also changed the colors of its logo from orange to pink last year.

After acquiring 67 per cent of stake (around Rs. 250 crores) in Hutchison Essar from Hong

Kong-based Hutchison Whampoa, Vodafone Essar is expecting to touch over 35 million

customers across 400,000 shops and thousands of Hutchs own employees along with

employees of its business associates.

Asim Ghosh, MD, Vodafone Essar, said Weve had a good innings as Hutch in India and

today marks a new beginning for us, not as a departure from the fundamentals that created

Hutch, but an acceleration into the future with Vodafones global expertise.

Vodafone CEO and Vice-Chairman Arun Sarin of the joint venture Vodafone Essar will

be landing in India for the meeting that would discuss branding exercise, expansion plans,

spectrum requirements for its expanding subscriber base and future plans.

We can now perhaps expect cheap mobile phones in the country with the brand-name of

Vodafone.

.


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CHAPTER-IV & V

DATA ANALYSIS &

INTERPRETATION


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CATEGORY OF RESPONDENCE

Table no: 1

Category No of respondents Percentage

Student 25 40%

Business man 15 24%

Employee 10 16%

Others 12 20%

total 62 100%

Graph no: 1

Inference:

Vodafone is the service used by more number of students 40% of therespondents and business men is used by 24% of the respondents and employees is used by16% of the respondents and others is used by 20% of the respondents.


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INCOME CONSIDERATION

Table No. 2

Graph no: 2

24

18

128

39%

29%

19%

13%

0

5

10

15

20

25

30

Upto10000 10001to15000 15001to20000 20001to25000

Noofres p onde nts pe rc e nta ge C o lum n1

Inference:

Vodafone is the service used by more num of up to10000 income subscribers

39% of the respondents and 10001 to15000 income subscribers 29% of the respondents and

15001 to 20000 income subscribers 19% of the respondents and 20001 to 25000 income

subscribers 13% of the respondents.

Income No of respondents Percentage

Up to10000 24 39%

10001 to15000 18 29%

15001to 20000 12 19%

20001 to 25000 8 13%

Total 62 100%


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MEMBERS OF THE FAMILY

Table No. 3

Members No. of Respondents percentage

1 12 19%

2 16 26%

3 14 23%

4 20 32%

Total 62 100%

Graph No. 3

Inference:Vodafone is the service used by one member of family is 24% of the respondents

and two members of family is 26% of the respondents and three members of the family is21% of the respondents and 29% of the respondents


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SERVICES PROVIDE AT PRESENT

Chart no-4

Services No of respondents Percentage

Validity 18 29%

Top-up availability 20 32%

Recycle plans 13 21%

Network 11 18%

Total 62 100%

Graph no-4

1820

1311

29%32%

21%

18%

0

5

10

15

20

25

validity topupa va lia bility rec y c leplans Network

Noofrespondents P ercenta ge

Inference:

Vodafone is the service used by validity is 29% respondents and top-up availability is32% of the respondents and recycle plans is 21% of the respondents and network is 18% ofthe respondents..


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REASON FOR PURCHASE

Table no-5

Reason No of respondents Percentage

Friends 24 39%

Neighbors 12 19%

Advertisements 15 24%

Others 11 18%

Total 62 100%

Graph no-5

Inference:

Vodafone is the service is used by friends are said that 39% of the respondents and

neighbors are said that 19% of the respondents and advertisement is 24% of the respondents

and others 18% of the respondents.


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REASON FOR PURCHASE

Table no-6


Message offer 20 32%

Night balance 12 19%

Family preference 22 36%

Others 08 13%

total 62 100%

Graph no-6

Inference:

Vodafone is the service is used by message offer purpose is 32% of the respondentsand night balance purpose is 19% of the respondents and family preference is 36% of therespondents and others purpose is 13% of the respondents.


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TIME CONSIDERATION USING THE SIM

Table no-7

Years No of respondents Percentage

1 year 20 32%

2 year 18 30%

3 year 14 22%

4 year 10 16%

Total 62 100%

Graph no-7

.

Inference:

Vodafone is the service is used by one year onwards is 32% of the respondents andtwo years onwards 30% of the respondents and three years onwards 22% of the respondentsand last four years onwards 16% of the respondents.


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QUALITY OF NETWORK

Table No.8

Quality No of respondents Percentage

Very High 11 18%

High 25 40%

Average 18 29%

Low 08 13%

Total 62 100%

Graph No.8.

11

25

18

8

18%

40%

29%

13%

0

5

10

15

20

25

30

Very high High A verage L ow

Noofre s ponde nts pe rc e nta ge C o lum n1

Inference:

During the survey quality of network is 40% respondents are said that average and30% of the respondents are said that high and 17% of the respondents are said that very highand 12% of the respondents are said that low.


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REASON WITH OTHER TO COMPARE

Table No.9


Services 18 30%

Features 12 18%

Network clarity 22 36%

Others 10 16%

Total 62 100%

Graph No. 9

Inference:

During the survey compare with other competitor 30% of the respondents is used byservices and 18% of the respondents is used by features and 36% of the respondents is usedby network and 16%of the respondents is used by others.


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FREQUENCY OF TOP-UP AVAILABILITY

Table No. 10

Top-up availability No of respondents Percentage

Very High 32 52%

High 12 19%

Average 10 16%

Low 08 13%

Total 62 100%

Graph No. 10

32

12 10 8

52%

19%16%

13%

0

5

10

15

20

25

30

35

Very high High A verage L owNoofre s ponde nts P e rc e nta g e S e rie s 3

Inference:

During the survey frequency top-up availability very high is 52% of therespondents and high is 19% of the respondents and average is 16% of the respondents andlow is 13% of the respondents.


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SERVICE PROVIDE ON SIM CARD

Table No. 11

Service provided No of respondents Percentage

Very Good 18 29%

Excellent 14 23%

Good 20 32%

Not Good 10 16%

Total 62 100%

Graph No. 11

18

14

20

10

29%

23%

32%

16%

0

5

10

15

20

25

very good E x c ellent G ood NotgoodNoofre s ponde nts pe rc e nta g e S e rie s 3

Inference:

During the survey services provide on sim card 32% of the respondents aresaid that good and 30% of the respondents are said that very good and 22%of the respondentsare said that excellent and 10% of the respondents are said that not good.


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RECOMMENDED VODAFONE SIM CARD

Table No. 12

Recommended persons No of respondents Percentage

YES 42 68%

NO 20 32%

Total 62 100%

Graph No. 12

42

20

68%

32%

0

5

10

15

20

25

30

35

40

45

Y es No

Noofre s ponde nrs pe rc e nta g e S e rie s 3

Inference:During the survey 81% of the respondents are recommended the

Vodafone SIM card friends and relatives and 19%of the respondents is not recommended.


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SATISFACTION WITH THE SERVICES

Table No. 13

Services No of respondents Percentage

Highly satisfy 14 23%

Satisfy 22 35%

Average 18 29%

Not satisfy 8 13%

Total 62 100%

Graph No. 13

14

2218

8

23%

35%

29%

13%

0

5

10

15

20

25

Highs atis fy S atis fy A verage Nots atis fyNoofres p onde nts P e rc e nta ge C o lum n1

Inference:During the survey satisfaction with the services 35% of the respondents are said that

average and 30% of the respondents are said that satisfied and 22% of the respondents are

said that highly satisfied and 13% of the respondents is not satisfiedwith the services.


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CHAPTER VI

SUMMMARY

FINDINGS

SUGGESTIONS

BIBLIOGRAPHY&QUESTIONNAIRE


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SUMMARY

Highest percentage in the category for research students are used by 40% of the

respondents and lowest percentage is employee that is 16% of the respondents

Highest percentage in the income consideration up to 10000 are used by 39% of therespondents and lowest percentage is 20001 to 25000 income that is 13% of the

respondents

In the family members the highest percentage 32% of the respondents that is the fourmembers and lowest percentage 19% for the one member of family.

At present providing services the highest percentage is 32% for the top- up

availability services and lowest percentage is 18% for the network services.

In the reason for purchase the highest percentage is 39% for friends and lowestpercentage is 18% for others.

In the reason for purchase highest is 36% for family preference and lowest is 13% forothers are said then purchase.

In the usage of the particular SIM the highest is 32% buying one year and lowest is16% by using four years onwards.

In the quality of network highest percentage is 40% for the high quality and lowestpercentage is 13% for the low quality.

In the reason of comparing with others the highest percentage is 36% for the networkclarity and lowest is 16% for the others.

In the frequency of top-up availability the highest percentage is 52% for the very highand lowest is 13% for the low frequency.

The service provide on SIM highest percentage is 32% for good services provide onVodafone and lowest is 16% for providing not good services on Vodafone

In the recommendation of Vodafone SIM the highest is 68% for saying yes and notrecommended persons is low that is 32% for no recommended persons.

By giving the valuable advice on Vodafone the highest is 35% for satisfy and lowestis 13% is not satisfy.


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FINDINGS

More number of students is using this SIM.More number of families is using this SIM.More number of customers is converted to Vodafone in past year.Improved in network clarity.Percentage of recommending Vodafone SIM card to others is high.Availability of top-up is very high.


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SUGGESTIONS

Better to provide more internet offers.Improve in more network area.Better to provide to free customer service provides.Provide more offers compare to other new networks.Provide more service centers.


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BIBLIOGRAPHY

http://en.wikipedia.org/wiki/Customer_satisfaction

http://managementhelp.org/customer/satisfy.htm

http://www.eupan.eu/files/repository/document/customer_satisfaction/EU_Primer_English__

FINAL_LR.pdf

http://www.1000ventures.com/business_guide/crosscuttings/customer_satisfaction.html

Books:

Principles of Marketing: by Philip Kotler, gray admstromg

Marketing Research: David A Aakar


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QUESTIONNAIRE

Personal Information:

Name:

Age:

Gender:

Address:

Mobile No:

1) You are A

A) Student b)Business man c)Employee d)Others

2) Monthly income of your family?

a) Up to 10000 b) 10001 to 15000

C) 15001 to 20000 d) 20001 to 25000

3) Number of members using Vodafone SIM in your family?

a) 1 b) 2 c) 3 d) 4

4) Why should you prefer Vodafone SIM only?

a) Validity b) Top-up availability

c) Recycle plans d) Network

5) Why should you prefer Vodafone SIM and who referred you?

a) Friends b) Neighbors

c) Advertisements d) others

6) Which offer attracted to take this SIM?

A) Message offer b) Night balance

c) Family preference d) others


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7) How long have you been using this particular SIM?

a) 1 year b) 2 years c)3 years 4) 4 years

8) How do you feel quality of Vodafone network?

a) Very high b) High c) Average d) Low

9) How do you feel in Vodafone services to compare with others?

a) Services b) Features c) Network clarity d) Others

10) Do you feel that frequency of Vodafone recharge of top-up availability?

a) Very high b) High c) Average d) Low

11) How do you feel services provide on Vodafone SIM card?

a) Very good b) Excellent c) Good d) Not good

12) Would you recommend Vodafone SIM to your friends and relatives?

a) Yes b) No

13) Do you satisfy with extra facility?

a) Highly satisfy b) Satisfy c) Average d) Not satisfy

14) Please give your valuable advise on Vodafone SIM?

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