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INTRODUCTION “TO STUDY ON CUSTOMER SATISFACTION TOWARDS VODAFONE MOBILE SERVICE LTD.” SUBMITTED TO: GOVT. DEGREE COLLEGE KATHUA IN THE PARTIAL FULFILLMENT OF BACHELOR OF BUSINESS ADMINISTRATION ACADEMIC SESSION (2014-2015)

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Page 1: ppt_ash

INTRODUCTION

“TO STUDY ON CUSTOMER SATISFACTION TOWARDS VODAFONE

MOBILE SERVICE LTD.”

SUBMITTED TO:

GOVT. DEGREE COLLEGE KATHUA

IN THE PARTIAL FULFILLMENT OF

BACHELOR OF BUSINESS ADMINISTRATION

ACADEMIC SESSION

(2014-2015)

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RESEARCH METHODOLOGY

• Type of study :- Descriptive

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

• Sample site :- (Kathua)

• Age of respondent :- 18 to 24

• Sample technique :- convenient sampling

• Data collection technique :- Questionnaire

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

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RESULTS

• Q1) Do you have a mobile phone?

• Purpose:

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

• Interpretation:

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

• Q2) Are you aware about telecommunications services?

• Purpose:

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

• Interpretation:

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

93%

7%

Yes No

95%

5%

YesNo

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Q1. DO YOU HAVE A MOBILE PHONE?

• Purpose:

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

• Interpretation:

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

93%

7%

Yes No

RESULTS

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Q2. ARE YOU AWARE ABOUT TELECOMMUNICATIONS SERVICES?

• Purpose:

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

• Interpretation:

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

95%

5%

YesNo

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Q3. ARE YOU AWARE ABOUT VODAFONE?

• Purpose:

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

• Interpretation:

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

87

13

awareness

yes no

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

• Purpose:

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

• Interpretation:

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

36%

30%

20%

15%

Advertisements Hoardings

Newspapers Mouth Publicity

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RESULTS• Q3) Are you aware about Vodafone?

• Purpose:

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

• Interpretation:

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

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

• Purpose:

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

• Interpretation:

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

87

13

awareness

yes no

36%

30%

20%

15% Advertisements

Hoardings

Newspapers

Mouth Publicity

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RESULTS• Q5) Since how long you are using Vodafone

Services?

• Purpose:

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

• Interpretation:

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

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

• Purpose:

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

• Interpretation:

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

14%

22%

25%

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

84%

16%

Pre-paidPost-paid

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Q5. SINCE HOW LONG YOU ARE USING VODAFONE SERVICES?

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

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

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

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

14%

22%

25%

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

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

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

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

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

respondents use post-paid services.

84%

16%

Pre-paid

Post-paid

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

Vodafone Services?

• Purpose:

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

• Interpretation:

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

• Q8) Do you call at customer care?

• Purpose:

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

• Interpretation:

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

21%

37%

28%

15% Call Rates

SMS services

Network

Value Added services

87%

13%

YesNo

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

• Purpose:

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

• Interpretation:

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

21%

37%

28%

15%

Call Rates

SMS services

Network

Value Added services

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Q8) DO YOU CALL AT CUSTOMER CARE?

• Purpose:

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

• Interpretation:

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

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

• Interpretation• Major respondents here call

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

87%

13%

YesNo

7%

16%

32%

46%

DailyOnce a weekOnce a monthOccasionally

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Q9) FOR WHAT REASON YOU CALL AT CUSTOMER CARE ?

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

respondents regarding calling at customer care.

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

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

17%

19%

34%

30%

Value Added ServicesInformation regarding new schemesComplainingOther queries

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

• Purpose:

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

• Interpretation:

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

17%

19%

34%

30%Value Added ServicesInformation regarding new schemesComplainingOther queries

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Q10) RATE ON THE BASIC OF YOUR SATISFACTION.

Network SMS rates New schemes and offers

Customer Care Recharge outlets Call rates value added service

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Services

PoorAverageFairly GoodVery GoodExcellent

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• Network:

• Purpose:

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

• Interpretation:

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

• SMS Rates:

• Purpose:

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

• Interpretation:

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

36%

33%

20%

8%

3%

Network

ExcellentVery GoodFairly GoodAveragePoor

7%

22%

40%

28%

3%

SMS Rates

ExcellentVery GoodFairly GoodAveragePoor

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• New Schemes and Offers:

• Purpose:

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

• Interpretation:

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

• Customer Care:

• Purpose:

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

• Interpretation:

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

3%

16%

31%38%

11%

New schemes and offersExcellentVery GoodFairly GoodAveragePoor

7%

37%

33%

17%

6%

Customer Care ExcellentVery GoodFairly GoodAveragePoor

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• Recharge Outlets:

• Purpose:

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

• Interpretation:

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

• Call Rates:

• Purpose:

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

• Interpretation:

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

14%

32%36%

16%

2%

Recharge Outlets

ExcellentVery GoodFairly GoodAveragePoor

2%

23%

49%

22%

3%

Call Rates

ExcellentVery GoodFairly GoodAveragePoor

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• Value Added Services:

• Purpose:

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

• Interpretation:

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

10%

28%

33%

22%

7%

Value Added Service

ExcellentVery GoodFairly GoodAveragePoor

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RESULTS

• Q12) Why you are not using Vodafone Services?

• Purpose:

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

• Interpretation:

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

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

• Purpose:

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

• Interpretation:

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

15%

46%

23%

15% Lack of awareness

High Prices

Poor services

Poor Network

90%

10%

YesNo

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Q12) WHY YOU ARE NOT USING VODAFONE SERVICES?

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

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

15%

46%

23%

15% Lack of awareness

High Prices

Poor services

Poor Network

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

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

• Interpretation:

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

15%

46%

23%

15% Lack of awareness

High Prices

Poor services

Poor Network

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Q12. WOULD YOU LIKE TO RECOMMEND VODAFONE TO OTHERS?

• Purpose:

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

• Interpretation:

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

90%

10%

YesNo

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FINDINGS

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

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

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

• 100% of respondents are aware about Vodafone Services.

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

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

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

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

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

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CONCLUSIONS

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

• Major respondents from all respondents use services of Vodafone.

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

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

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

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SUGGESTIONS

• Vodafone should decrease call rates for local users.

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

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

• Vodafone should introduce more schemes and offers.

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

• Vodafone should decrease call rates of STD and ISD.