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SUMMER INTERNSHIP

2013 -

2014Amity Business School, Amity University, Lucknow Campus

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Customer Level Of Satisfaction At Vodafone Service Centre

Project Guide(s)1. Vinod Kumar2. Alpana Srivastava

Vodafone Essar Digilink Ltd

By:Utkarsh Jaiswal

B.Com(Hons) - ABatch 20012-15

Amity Business School, Amity University, Lucknow Campus

Amity Business School, Amity University, Lucknow Campus

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Objectives .Primary Objectives 1) My primary objective of my research is to conduct the market survey

of customer level of satisfaction at Vodafone service Centre. 2) To identify & analyze the customer satisfaction at Vodafone service

Centre. 3) To deeply identify the cause behind the failure or lack of promotion

Vodafone among its different competitors in the Telecom Market Sector.

Secondary Objectives

To successfully expand the business of “Vodafone Essar Space tel Limited, BBSR” among its other competitor in the Telecom Market.

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Research Methodology 1. Primary Data 2. Secondary Data

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Findings

1) In my analysis around more then 60% people says that Vodafone service is

good and rest are people says no.

2) Vodafone provided its service to its customer when ever they need and

also where ever the need with the help of customer cares.

3) In case of telecommunication customer are very choosy and economical.

4) In my analysis the performance of Vodafone is varying because of large problem

are arrived and the problem of people is that service center is not performing the

work upto their potential.

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Limitations Respondents are busy in nature in their own Business for this few

retailers as well as people were not cooperate to me to answer my questionnaires.

Research was conducted in urban area, the result might differ when it include of semi-urban and rural area.

The marketing strategies of Vodafone was complicated for rural people to understand.

 Inability of retailer to answer few questions which caused difficulty in proper data analysis.

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ConclusionsIt is always difficult to measure the effectiveness of service center this is to

conclude that the research named as “Customer satisfaction level at Vodafone

Service Centre” will be useful for the organization this research has been

done keeping the constraints and requirements of the Vodafone with the help

of this research it in easy for Vodafone to know about the service center and

customer satisfaction level. It can help them to now what their customer

wants from them. It will help the organization to know that what more their

customer want from them. What are their weaknesses which the organization

can improve in order to service Centre in order to the services performed

there. I tried my best to make this research report in spite of that few mistakes

in it and I know this thing. So kindly ignore most of the customer are satisfied

with their services but wants to switch over a new upgraded service if given

an opportunity with additional feature and least risk.

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Recommendations

1. Promotional program conducted b the company should be on large scale

for the customer with improved service center.

2. Company should increase the personal contact with the customer because

they have some problems that can be solved by the Vodafone staff only.

3. For youngsters Vodafone should provide some free services as like Reliance

Infocomm .

4. Vodafone should appoint few more celebrities for advertisement.

5. The problem should be solved in service centre and it should be not be

time taking.

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THANK YOU