1111 Customer Services by BPL Mobile - A Critical Evaluation w.s.ref. to Erode District

8/3/2019 1111 Customer Services by BPL Mobile - A Critical Evaluation w.s.ref. to Erode District

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ACKNOWLEDGEMENT

First and foremost, I wish to express my sincere thanks to our

beloved correspondent Mrs. T. JAYALAKSHMI., M.A., who is

generous in providing me all the necessary facilities in carrying out this

work.

I wish to express my deep and profound sense of gratitude to my

guideMr. J. SHANMUGAN, M.B.A., PG DIP PMIR.,

Lecturer,

Department of Management Studies for his expert and valuable

guidance, and kind encouragement through the entire phase of the

project.

My heartfelt and sincere thanks to Prof. A.E.THIYAGARAJAN,

M.Sc., M.B.A., Principal, Sree Amman Institute of Management &

Research and also the other teaching staffs of our department.

I express my gratitude to Mr. S. GURUNAATHAN, Managing

Director, Thaai Enterprises, Erode for permitting to do this project work

in his concern.

My loving thanks to my parents, friends and all those who were

associated with this project work and who were a source of

encouragement throughout my study.

K.U.SHAJI


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CONTENTS

ChapterNo.

Particulars PageNo.

LIST OF TABLES

LIST OF CHARTS

1 INTRODUCTION 1

2 COMPANY PROFILE 17

3 OBJECTIVES OF THE STUDY 19

4 LIMITATIONS OF THE STUDY 20

5 RESEARCH METHODOLOGY 21

6 ANALYSIS AND INTERPRETATION 24

7 FINDINGS 48

8 SUGGESTIONS 51

9 CONCLUSION 54

BIBLIOGRAPHY

ANNEXURE QUESTIONNAIRE


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LIST OF TABLES

Table No. Title PageNo.

1 Age group of the respondents 25

2 Area of residence 27

3 Educational qualifications 29

4 Business status of respondents 31

5 Reasons inducing the purchase of cellular

33

6 Mode of payment 35

7 Relationship of age and views about theperformance

37

8 Relationship between occupation andprice of cellular

40

9 Relationship between Area of Residence and service offered

42

10 Relationship between cost of servicesand occupation

44

11 Relationship between educationalqualification and troubles occurred in

46


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mobile

LIST OF CHARTS

Chart No. Title PageNo.

1 Age group of the respondents 26

2 Area of residence 28

3 Educational qualifications 30

4 Business status of respondents 32

5 Reasons inducing the purchase of cellular

34

6 Mode of payment 36

7 Relationship of age and views about theperformance

39

8 Relationship between occupation andprice of cellular 41

9 Relationship between Area of Residence and service offered

43

10 Relationship between cost of services 45


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and occupation

11 Relationship between educationalqualification and troubles occurred inmobile

47

PREFACE

In the modern civilized world the marketer should give more

importance for relationship marketing. The main aim of marketing

management is to satisfy the needs and wants of the consumers.

When the sales is over, the marketer should not forget the consumer.

He must give prompt reply for the complaints of the consumers. Then

only the level of consumer will recommend others to purchase the

same brand.

In the busy world, to minimize time for their activities people

look in the instant communication. Mobile phone is one of the latest

way of communication through which people would communicate from

where they are to the entire world. The author is very much interested

to determine attitudes and consumer satisfaction with BPL mobile

service.


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INTRODUCTION

Marketing Concept

Marketing concept is a corporate stage of mind that insists on

the integration and co ordination of all marketing functions which in

turn welded with all other corporate functions, for the basic objective

of producing maximum long range corporate profits.

The marketing concept is a consumer orientation backed by

integrated marketing aimed at generating customer satisfaction as the

key to satisfying organizational goals.

Marketing is indeed an ancient art; it has been practiced as one

form or the other since the days of Adam & Eve. Its emergence as a

management discipline, however is of relatively recent origin.

Consumerism and the Marketing Concept

Consumerism is a relatively recent phenomenon starting in the

sixties in the affluent societies like the U.S.A. We now see it emerging

in India as well. It is an organized movement of the consumers a

movement that seeks to protect the consumers from unfair practices of


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the producers and marketers. In many cases the governments of the

societies concerned one also on the side of the side of the consumers

in this raging battle. Consumer is the essence of the marketing

concept.

Only because several firms functioned against the tenets of the

marketing concept, consumerism gained ground. That is why drunker

said that consumerism is the shame of marketing. If marketing is

practiced as per the marketing concept, the very motive for

consumerism will disappear. A firm practicing the marketing concept

would not only be sensitive to consumer attitude, but would also

anticipate these attitudes and adjust its marketing accordingly; and it

would proceed on the assumption that what is good for the consumer

is good for the firm.

Building a profile of the Indian consumer is a difficult task.


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The Essence of Marketing

Many thinking firms organize from time to time, about what

marketing actually means to them.

Few of the literature Gurus appears to view business as a total

system. They concentrate their attention upon specified areas. The one

guru who always seems to view businesses in a holistic way is peter

drunker.

Peters and watermans book in search of excellence (1982)

views enterprises from a holistic vantage point & has created a stir by

forcing many managers and corporate strategistic to gaze at their

corporate navels and ask themselves may searching questions about

the main element of corporate excellence.

Definition and Significance of Marketing

Marketing has been defined in various ways. It will be to our

advantage to quote initially a few such definitions that are commonly

used;


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Marketing is the performance of business activities that direct

the flow of goods and services from producer to consumer of user.

(American marking association).

Marketing is the economic process by which goods & services

are exchanged and their values determined in terms of money price.

(Duddy & Revzan).

Marketing is the place of business activity through which human

wants are satisfied by the exchange of goods & services. (J.F. Pyle).

Marketing is the business process by which products are

matched with markets and through which transfers of ownership are

effected.


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Understanding the Critical Role of Marketing on Organizations

and Society

Companies cannot survive today by simply doing a good job.

They must do an excellent job if they are to succeed in markets

characterized by slow growth and fierce competition at home and

abroad. Consumer and business buyers face an abundance of choices

in seeking to satisfy their needs and therefore look for excellence in

quality or value or cost when they choose their suppliers. Recent

studies have demonstrate that knowing and satisfying the customers

with competitively superior offers is the key to profitable performance.

And marketing is the company function charged with defining

customer targets and the best way to satisfy their needs and wants

competitively and profitably.

Marketing has its origins in the fact that humans are creatures of

needs and wants. Needs and wants create a state of discomfort in

people, which is resolved through acquiring products to satisfy these

needs and wants. Since many products can satisfy a given need,

product choice is guided by the concepts of utility, value, and satisfy a

given need, product choice is guided by the concepts of utility, value

and satisfaction. These products are obtainable in several ways: self


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production, coercion, begging, and exchange. Most modern societies

work on the principle of exchange, which means that people specialize

in producing particular products and trade them for other things they

need. They engage in transactions and relationship building. A market

is a group of people who share a similar need. Marketing encompasses

those activities that represent working with markets, that is, trying to

actualize potential exchanges.

Marketing management is the conscious effort to achieve desired

exchange outcomes with target markets. The marketers basic skill lies

in influencing the level, timing, and composition of demand for a

product, service, organization, place, person, or idea.

Five alternative philosophies can guide organizations in carrying

out their marketing work. The production concept holds that

consumers will favour products that are affordable and available, and

therefore managements major task is to improve production and

distribution efficiency and bring down prices. The product concept

holds that consumers favour quality products that are reasonably

priced, and therefore little promotional effort is required. The selling

concept holds that consumers will not buy enough of the companys

products unless they are stimulated through a substantial selling and

promotion effort. The marketing concept holds that the main task of


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the company is to determine the needs, wants, and preferences of a

target group of customers and to deliver the desired satisfactions. Its

four principles are market focus, customer orientation, coordinated

marketing, and profitability. The societal marketing concept holds that

the main task of the company is to generate customer satisfaction and

long run consumer and societal well being as the key to satisfying

organizational goals and responsibilities.

Interest in marketing is intensifying as more organizations in the

business sector, the nonprofit sector, and the international sector

recognize how marketing contributes to improved performance in the

market place.

A Broad Sketch of the Indian Consumer

As the country is highly popular, the consumers of India from a

large mass. As the country is vast geographically, the consumer of

India are scattered over a vast territory. As the country is vast

geographically the consumers of India are scattered over a vast

territory. As the country is marketed by great diversity in climate,

religion, language, literacy level, customs and calendars, life styles and

economic status, the consumers of India present a complex and bizarre


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group. The heterogeneity holds many implications to a marketer,

especially, to one going in for national marketing.


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Consumer Markets and buyer Behavior

Consumer markets and consumer buying behavior have to be

under stood before sound marketing place can be developed.

The consumer market buys goods and service for personal

consumption. It is the ultimate market for which economic activities

are organized. The market consists of many sub markets, such as

black consumers, one needs to know the occupants, the object, and

the buyers objectives, organization, operations, occasions, and

outlets.

The buyers behavior is influenced by four major factors: cultural

(culture, subculture, and social class); social (reference groups, family,

and roles and statuses); personal (age and life cycle stage,

occupation, economic circumstances, life style, and personality and

self concept); and psychological (motivation, perception, learning and

beliefs and attitudes). All of these provide clues as to how to reach and

serve the buyer more effectively.

Before planning its marketing, a company needs to identify its

target consumers and the type of decision process they go through.

While many buying decisions involve only one decision market, other


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decisions may involve several participants, who play such roles as

initiator, influence, decider buyer and user. The marketers job is to

identity the other buying participants, their buying criteria, and the

amount of influence they have on the buyer. The marketing program

should be designed to appeal to and reach the other key participants

as well as the buyer.

The amount of buying deliberateness and the number of buying

participants increase with the complexity of the buying situation.

Marketers must plan differently for four types of consumer buying

behavior; complex buying behavior, dissonance-reducing buying

behavior, and variety seeking buying behavior. These four types are

based on whether the consumer has high or low involvement in the

purchase and whether there are many or few significant difference

among the brands.

In complex buying behavior, the buyer goes through a decision

process consisting of problem recognition, information search,

evaluation of alternatives, purchase decision, and post purchase

behavior. The marketers job is to understand the buyers behavior at

each stage and what influences are operating. This understanding

allows the marketer to develop a significant and effective marketing

program for the market.


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Organizational Markets and Buyer Behaviour

Business markets consist of all the individuals and organizations

that buy goods for purposes of further production, resale, or

redistribution. Businesses (including government and nonprofit

organizations) are a market for raw and manufactured materials and

parts, installations, accessory equipment, and supplies an services.

The industrial market buys goods and services for the purpose of

increasing sales, cutting costs, or meeting social and legal

requirements. Compared with the consumer market, the industrial

market consists of fewer buyers, larger buyers, and more

geographically concentrated buyers; the demand is derived, relatively

inelastic, and more influences are involved. Industrial buyers make

decisions that vary with the buying situation or buy class. Buy classes

consist of three types; straight re-buys modified re-buys, and new

tasks. The decisions making unit of a buying organization, the buying

center, consists of persons who play any of six roles: users, influences,

buyers, deciders, approvers, and gatekeepers.

The industrial marketer needs to know: who are the major

participants? In what decisions do they exercise influence? What is


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their relative degree of influence? and What evaluation criteria does

each decision participants user? The industrial marketer also needs to

understand the major environmental, organizational, interpersonal,

and individual influences operating in the buying process. The buying

process itself consists of earliest stages called buy phases; problem

recognition, general need description, product specification, supplier

search, proposal solicitation, supplier selection, order-routine

specification, and performance review. As industrial buyers becomes

more sophisticated, industrial marketers must upgrade their marketing

capabilities.

The reseller market consists of individuals and organizations that

acquire and resell goods produced by others. Resellers have to decide

on their assortment, suppliers, prices, and terms. They face three

types of buying situations new items, new vendors, and new terms. In

small wholesale and retail organizations, by a whole purchasing

department. In a modern supermarket chain, the major participants

include headquarters buyers, storewide buying committees, and

individual store mangers. With new items, the buyers go through a

buying process similar to the one whom for industrial buyers; and with

standard items, the buying process consists of routine for reordering

and renegotiating contracts.


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The government market is a vast one that annually purchases

over a trillion dollars worth of products and service-for the pursuit of

defense, education, public welfare, and other public needs.

Government buyers operate under the watchful eye of Congress, the

bureau of the budger, and several private watchdog group. Hence they

tend to fill out more forms, require more signatures, and respond more

slowly in placing orders.

The Role & Importance of Advertising

The importance of adverting has been summed up in the pithy

statement advertising telling and selling. There is a large assortment

of studies and literature on the advertising discipline. In the last two

decades in particular, its growth has been so tremendous that

advertising has evolved into a special field of study.

Marketing Information Systems and Marketing Research

Marketing information is a critical element in effective marketing

as a result of the trend toward national and international marketing,

the transition from buyer needs to buyer wants, and the transition from

price to non price competition. All firms have a marketing information

system connecting the external environment with its executives, but


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the systems vary greatly in the level of the sophistication. In too many

cases, information is not available or comes too late or cannot be

trusted. An increasing number of companies are not tasking steps to

improve their marketing information.

A well-designed marketed information system consists of four

subsystems. The first is the internal reports system, which provides

current data on sales, costs, inventories, cash flows, and accounts

receivable and payable. Many companies have developed advanced

computer-based internal reports systems to allow for speedier and

more comprehensive information.

The second is the marketing intelligence system, which supplies

marketing executives with every day information about developments

in eh external marketing environment. Here a well-trained sales force,

special intelligence personnel, purchased data from syndicated,

sources, and an intelligence office can improve the marketing

intelligence available to company executives.

The third system is marketing research, which involves collecting

information that is relevant to a specific marketing problem facing the

company. These marketing research process consists if five steps;

defining the problem and research objectives, developing the research


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plan, collecting the information, analyzing the information and

presenting the findings. Good marketing research is characterized by

the scientific method, creativity, multiple methodologies, model

building, and cost/benefit measures of the value of information.

The fourth system is the analytical marketing system, which

consists of advanced statistical procedure and models to develop more

rigorous findings from information.

Marketing scientists use describe or decision models and verbal,

graphical, or mathematical models to come to grips with marketing

problems.

Marketing Environment

The marketing environment is the place the company must start

in searching for opportunities and monitoring threats. It consists of all

the actors forces that affect the companys ability transact effectively

with a target market. We can distinguish between the companys

microenvironment and macro environment.

The companys microenvironment consists of the actors, in the

companys immediate environment that affect its ability to serve its


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markets; specifically the company itself, suppliers market

intermediaries, customers, competitors, and publics. The company

itself consists of several influential departments, all of which have an

influence on marketing managements decision making. Suppliers,

through their influence on the cost and availability of needed inputs,

also have an influence on marketing decisions. The company converts

these supplies into useful products and services and uses marketing

intermediaries(middlemen, physical distribution facilitators, marketing

service agencies, financial intermediaries) to help it find customers and

deliver the goods. The target market itself may consists of consumers,

producers, resellers, or government agencies hare or abroad. In

carrying out its marketing task, the company faces several types o

competitors, desire competitors.

The company also has to deal with various publics that have an

actual or potential interest in or impact on the companys ability to

achieve its objectives, financial, media, government citizen action, and

local, general, and internal publics. All of these actors make up the

companys microenvironment.

The companys macro environment consists of six major forces

impinging on the company, demographic, economic, physical,

technological, political / legal, and social / cultural. The demographic


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environment shows a worldwide explosive population growth, a U.S.

birthrate slowdown, and ageing U.S. Population, a changing American

family, a rise of non family households, geographical population shift, a

more educated and white collar population, a changing ethnic and

racial population, and a shift from a mass market to micro markets.

The economic environment shows a slowdown in real income growth,

low savings and high debt, and changing consumer expenditure

patterns. The physical environment shows potential shortages of

certain raw materials, unstable cost of every, increased pollution

levels, and a changing role of government in environmental protection

the technological environmental protection. The technological

environment exhibits accelerating technological change, unlimited

innovational opportunities. High R & D budgets concentration on minor

improvements rather than on major discoveries, and increased

regulation of technological change. The political / legal environment

shows substantial business regulation, strong government agency

enforcement and the growth of public fulfillment, immediate

gratification, the easy life, informal and open relationships, and a more

secular orientation.

The interaction between the marketing environment and

company marketing system and strategy is illustrated for a major

candy company that produces as candy bar for the mass market.


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COMPANY PROFILE

Thaai Enterprises, Erode

The company started functioning in the year 1998 July with

business contracts obtained from BPL India Limited.

At first the company was promoting and selling nearly all the

products of BPL brand in and around Erode district. In a short period a

tremendous growth has been shown by the company management.

At present it is professionally managed organization under the

headship of Managing Director.

Being a promoter and associate for BPL Ltd., the company is not

engaged in any other business. When mobile is introduced in this area

the company readily did all marketing survey and showing a fast

growing business.

Because of various schemes available in BPL mobile in

comparative with all other mobile services offered in this area,

marketing has become very easy and now-a-days each and every one


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is having BPL mobile and many customers shifted to BPL from other

companies.

Now the organization is functioning with total scientific look out

of continues market survey and satisfying the customer needs. The

investment in the capital is getting increase year after year as they are

plowing back the capital in the business. Man power is also increased

to 50% within one year. There is no doubt that his organization has got

a very good future.

ORGANISATION CHART

Chairman (Owner)

Managing Director

General Manager

Area MarketingManager (North)

Area MarketingManager (East)

Area MarketingManager (West)

Area MarketingManager (South)

Sales Officer Sales Officer Sales Officer Sales Officer

SalesRepresentatives





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OBJECTIVES OF THE STUDY

The objectives of the study are

1. To evaluate and find out the facilities offered by the BPL

mobile.

2. To analyse the strength and weakness of different schemes

available with BPL mobile.

3. To compare the services with other mobile services.

4. To find out customer satisfaction regarding BPL mobile

service.

5. To analyse and suggest customer oriented services


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LIMITATIONS OF THE STUDY

As this is a survey method the respondents are limited to a

small sample size. And therefore it cannot be assured the results

obtained is 100% reliable with the universe.

Because of the limited span of time (8 weeks) approaching all

the customer and getting information is not possible.

The area selected for the study is limited to Erode district only.

SO that an elaborate study could not possible to understand all the

customers of BPL in other districts.

Regarding secondary data the available and allowed information

only could be processed. Because the company is not ready to provide

certain information of secret nature.


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RESEARCH METHODOLOGY

This is focused mainly on customers to find out the satisfaction

regarding the product they used and therefore it is decided to take up

and administrate the survey method of research.

Primary Data

The primary data is to be collected from the sample size through

questionnaire method. A questionnaire is prepared for a pilot study

and that is re-model and redesigned after analyzing the pilot study

report.

All the questions in questionnaire are closed in nature to

facilitate the respondents to answer without any hesitation or deep

thinking.

And moreover for analyzing these type of question and

responses are very easy and the results are accurate.


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Secondary Data

Apart from primary data it is decided to collect information from

the company regarding the technical and non-technical futures

available in the product. Certain marketing and sales information is

also collected from the company for comparison statistics. These

information are available with the company records and certain

information are collected from published literature from

advertisements and pamphlets.

In addition the company executives in the field of marketing are

interviewed casually and friendly to gather information regarding the

present marketing trend and customers satisfaction about the product.

The collected information through primary and secondary data

are tabulated to analyse the information easily and the report in the

study even an laymen to understand. For this purpose the simple

statistical and mathematical tools are employed.


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Findings

The analysed information are chartered and grouped to arrive at

the findings of the study.

Based on the findings the possible suggestions and

recommendations are to be made.


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ANALYSIS AND INTERPRETATIONS

For this study 125 respondents are selected at random and made

as a sample size.

It is observed that there are nearly 600 customers using BPL

mobile and the sample size is nearly one third of the population. This

size has been selected taking into view of various factors such as age,

qualification, occupation, etc.

The sample is more or less equally distributed among all the

factors. The data are analyzed using simple analysis. Simple analysis is

based on logical reasoning and sound judgement, to ensure the

accuracy of simple analysis used. Then the data were entered in a

master table for easy reference and analysis.

Based on the findings from the analysis, recommendation and

suggestion are presented in this report.


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Table No. 1

AGE GROUP OF THE USERS

Age No. of

respondents

%

Below 30 10 8.00

30 40 45 36.00

40 50 55 44.00

Above 50 15 12.00

Total 125 100

Inference

It is clear that most of the respondents more than 50% are

coming under the age group of 40 - 50. This shows that the mobile

phone is being used among people of this age group. The next falls in

the age group of 30 40. It is understandable that people between the

age of 30 50 are very busy with their occupation and required

communications an important tool.


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0

5

10

15

20

25

30

35

40

45

Percentage

Below 30 30 - 40 40 - 50 Above 50

Age Group

Graph showing the age group of the respondents


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Table No. 2

AREA OF RESIDENCE

Area No. of

respondents

%

Urban 70 56.00

Semi-urban 30 24.00

Rural 25 20.00

Total 125 100

Inference

As anticipated more than 70% of the respondents are in urban

area, because they are the people fully engaged in business and other

professional activities. The next category comes as semi-urban, and

following rural.


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0

10

20

30

40

50

60

70

Percentage

Urban Semi-urban Rural

Area

Graph showing the area of residence


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Table No. 3

EDUCATIONAL QUALIFICATION

Qualification No. of

respondents

%

H.Sc. 20 16.0

Degree 55 44.0

Master Degree 25 20.0

Diploma 25 20.0

Total 125 100

Inference

Most of the respondents above 60% are degree holders , it shows

that people engaged themselves in business are other profit earning

activities after obtaining a degree.

The master degree holders and diploma holders are in

professional assignment and they need very less help from mobile.


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0

5

10

15

20

25

30

35

40

45

Percentage

H.Sc Degree Master Degree Diploma

Qualification

Graph showing the educational qualification


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Table No. 4

BUSINESS STATUS OF RESPONDENTS

Job No. of

respondents

%

Business 55 44.0

Profession 15 12.0

Institution 25 20.0

College students 30 24.0

Total 125 100

Inference

It is very clear that mobile phone is being used mostly by

business people. And next by college students. Institution comes

thirdly.

So that it is assessed that mobile telephone is very important for

business man to take immediate decisions. As a matter of fact college

students used mobile as a prestigious instrument to show themselves

high important of their friends.


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0

5

10

15

20

25

30

35

40

45

Percentage

Business Profession Institution College Students

Job

Graph showing the business status of the respondents


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Table No. 5

REASONS INDUCING THE PURCHASE OF CELLULAR

Reason No. of

respondents

%

Advertisement 15 12.00

Company image 30 24.00

Friends and Relation 10 8.00

Social Prestige 45 36.00

Guarantee 15 12.00

Quality 10 8.00

Total 125 100

Inference

It is very interesting to note that most of the respondents own

mobile to keep up the prestige in the society. And the next category

falls to maintain the image of the company they are in. Again it s

interesting that less importance is given to advertisement , quality and

guarantee.


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Table No. 6

MODE OF PAYMENT

Mode No. of

respondents

%

Cash 80 64.0

Installment 45 36.0

Total 125 100

Inference

It is known that all the mobile phone companies insist on cash

payment. But it is unavoidable in certain critical situation to offer

credit or installment. Only people of political, social and anti-social in

nature are getting mobile in installments.


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0

10

20

30

40

50

60

70

Percentage

Cash Installment

Mode

Graph showing the mode of payment


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Table No. 7

RELATIONSHIP OF AGE AND VIEWS ABOUT THE PERFORMANCE

Age in years HS S N DS HD Total %

Below 30 - 5 2 3 - 10 8.00

30 40 5 20 10 5 5 45 36.00

40 50 3 35 12 3 2 55 44.00

Above 50 - 10 5 - - 15 12.00

Total 8 70 29 11 7 125 100.0

0

% 6.40 56.0

0

23.20 8.80 5.60 100.0

0

Inference

Again it is noted that people between the age frequency of 30

50 have highly satisfaction in the performance of the BPL mobile. As a

whole most of the respondents irrespective of the age are satisfied

with the performance of BPL mobile.


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To note the point it is a controversial observation that only very

respondents that too between the age of 30 50 are highly dissatisfied

with the performance.

This is because that people within this age group have

considerable experience in all aspect of life and they developed their

own policy and hence sum of them looked into certain facilities that

are not available in the mobile they have.


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0

5

10

15

20

25

30

35

Percentage

Below 30 30 - 40 40 - 50 Above 50

Age in years

Graph showing the relationship age and views about the

performance

HS S N DS HD


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Table No. 9

RELATIONSHIP BETWEEN AREA OF RESIDENCE & SERVICE

OFFERED

Area HS S N DS HD Total %

Urban 10 15 25 20 - 70 56.00

Semi-Urban - 10 15 5 - 30 24.00

Rural - - 5 10 10 25 20.00

Total 10 25 45 35 10 125 100

% 8.00 20.0

0

36.00 28.00 8.00 100

Inference

The services offered by BPL mobile are same, but because of

certain problems they face in Creation of towers and misunderstanding

with competitor mobile, they could not offer equal services to all Urban

and semi-Urban and Rural areas.


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0

5

10

15

20

25

Percentage

Urban Semi Urban Rural

Area

Graph showing the relationship area of residence and

service offered

HS S N DS HD


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Table No. 8

RELATIONSHIP BETWEEN OCCUPATION AND PRICE OF

CELLULAR

Occupation HS S N DS HD Total %

Business 30 8 10 5 2 55 44

Profession - 9 3 2 1 15 12

Institution - 6 5 12 2 25 20

College

students

- 2 - 21 7 30 24

Total 30 25 18 40 12 125 100

% 24.00 20.0

0

14.40 32.00 9.60 100

Inference

It is already observed that business people using the mobile

phone most than all other category of job. In this table it is noted that

people engaged in business occupation are highly satisfied with the

price of BPL mobile. This is because the communication between

person to person, organization to organization, nation to nation has

become shortened and instant it saves a lot of time for the people with

busy engagement.


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0

5

10

15

20

25

30

Percentage


Occupation

Graph showing the relationship between occupation and

price of the cellular

HS S N DS HD


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Table No. 10

RELATIONSHIP BETWEEN COST OF SERVICES AND OCCUPATION

Occupation HS S N DS HD Total %

Business 25 10 15 5 - 55 44.00

Profession - 5 5 5 - 15 12.00

Institution - 20 5 - - 25 20.00

College

students

- - 20 5 5 30 24.00

Total 25 35 45 15 5 125 100

% 20.00 28.0

0

36.00 12.00 4.00 100

Inference

It is an interesting fact to note that respondents engaged is

business do not worry much about the cost of services offered by BPL.

This is because they save a lot by using BPL mobile.

But people in the profession of monthly salary have

dissatisfaction and moderately satisfaction with the cost of services.

This is because they pay for the services from the salary packet.


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0

5

10

15

20

25

Percentage


Occupation

Graph showing the relationship between occupation and

cost of services

HS S N DS HD


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Table No. 11

RELATIONSHIP BETWEEN EDUCATIONAL QUALIFICATION ANDTROUBLES OCCURRED IN MOBILE

Qualification HS S N DS HD Total %

H.Sc - 10 10 - - 20 16.00

Degree - 30 15 10 - 55 44.00

Master Degree - 10 5 5 5 25 20.00

Diploma - 5 10 5 5 25 20.00 Total - 55 40 20 10 125 100

% - 40.0

0

32.00 16.00 8.00 100

Inference

It is inevitable that occasional or frequent depending on the

environmental factors troubles in the services of connection and

transaction occurred. But this type of troubles faced by people with

qualification of graduation find it very irritable.

Where as people with other qualification do not take it as

irritable. This is because people with qualification between H.Sc and

P.G are engaged in self employment by inventing hard work and

money.


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0

5

10

15

20

25

30

Percentage

H.Sc Degree Master Degree Diploma

Educational Qualification

Graph showing the relationship between Educational

Qualification & Troubles occurred in mobile

HS S N DS HD


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FINDINGS

It is very evident that this study one among a very few studies

made in India on this aspect, as mobile phone is a very recent

development in telecommunication.

Within the natural limits and by analysis the following findings

are arrived.

1. Most of the respondents using mobile phone are within the

age group of 30-50. And it is inferred that they use their

mobile phone during the peak hours for their business

and earnings.

2. This natural limits and analysis reveals that most of the

respondents using mobile are in the urban area where

business and profession are very common.

3. Respondents with the basic degree and occupying

themselves in self assignment of business and profession

are using mobile more than others.


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4. Having a mobile phone is a social prestige as view by many

of the people and hence most of the respondents have

mobile phone in addition to DOT.

5. Though the present scheme of giving connections of

mobile on hard cash. Some of the respondents are social

respect of positive or negative got mobile on installment

basis.

6. Age and use of the respondents regarding the performance

and the relationship between the occupation and the cost

of price are highly satisfied and dissatisfied in the age

group of 30-50 engaged in business.

7. As anticipated the relationship between the area and

service offered by the company highly satisfied in urban.

This is because of the problem in towers and transportation

facilities are available at that time.

8. Most of the business people do not mind much about the

cost of services offered as they are earning lot and saving

more by using mobile. But people in profession are to pay

the amount from the pocket or salary find it costly.


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9. When educational level is growing and stability of job is

assured the self-employed or profession people think of

the difficulties faced by the others in doing business and

compromise themselves in understanding and get satisfied

with their services offered and view the troubles occurred

in services then and there.


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SUGGESTIONS

Mobile phone communication is a new venture very recently

started in India, but established in more or less in nook and corners.

It is observed that there are number of private people engaged

in this business occupying certain areas of their own.

But still because of DOT (department of telecommunication) in

relationship with all mobile operations. The customers are satisfied

within mediate communication.

Taking into view of the preventing situation in

telecommunication network the following suggestions and

recommendation are make not only to BPL mobile services. But all

other competitive services including DOT.

1. Communication has become an important aspect in

everybodys life whether it is business, profession or

personal. The world becomes smaller and smaller by the

way of immediate communication facility. Therefore it is

suggested to all telecommunication people to unique

together by way of mutual understanding to facilitate the

people to assess the entire world at a reasonable rate.


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2. It is to point out that BPL mobile have the services with in a

limit and it is not possible for them to enter other areas

where the competitors are in. Therefore suitable measures

to be made by mutual understanding with other mobile

service owners.

3. It is very clear to know that the charges for outgoing and

incoming calls are very high when compared to DOT.

Suitable tariff based on attracting more customers with

less tariff must be think of.

4. It is observed that the instruments with high-tech facilities

are available in the market and the price is also getting

reduced because of competition. Therefore a clear strategy

must be adopted to make the call instrument reachable to

common man of middle income. Because for him the

communication is important than all other novelty features

available in sophisticated instrument.

5. The service offered by BPL is not reachable immediately to

semi-rural and rural areas. It is a well known fact that

transportation and road facilities are yet to be improved in

such areas of India. Therefore the suggestion is to open


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service centers covering semi-rural and rural areas within

the radius of 5 km.

6. It is better for BPL mobile to concentrate on targeted

customers by making a market segmentation on the basis

of age, educational qualification and occupation. Because

these peoples are mainly in need of mobile phone at

present.

7. In future BPL mobile service organizations are suggested

to aim at college and teenaged guys who are having

interest in using mobile entertainment. When they could

offered to have a mobile telephone within the reach of the

pocket money, there is no doubt BPL will stand first in

marketing of mobile.


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CONCLUSION

This study will be one among very few on the topic and it is a

good start and give guidance for coming young researchers, to

develop and find out more details regarding mobile has this is the only

first instant communication system available in the world at present.

It is sure that in coming years and near future the entire world is

under mobile control. And it will not be a surprise to see persons even

in rural areas having their mobile in the pockets. Keeping all these

things in view it is the at most urgent work of all mobile service owners

to frame strategic policy to thrive in the competitive busy world.


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QUESTIONNAIRE

A STUDY ON CUSTOMER SATISFACTION OF BPL MOBILE

SERVICES IN ERODE DISTRICT

INTERVIEW SCHEDULE

1.Name :

2.Name of the organization /institution :

3.Address :

4. Age : 1.Below 30 years

2.30-40 years

3.40-50 years

4.Above 50 years

5.Residing status : 1.Urban

2.Semi-urban

3.Rural

6.Educational qualification : 1.H.S.C

2.Basic degree

3.Master degree

4.Diploma& others

7.Business status : 1.Business


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2.Profession

3.Institution

4.College student

8.Maritial status : 1.Married

2.Un married

9.How you are induced to purchase

this brand of cellular : 1.Advertisement

2.Image of the company

3.Friends and relatives

4.social prestige

5.guarantee

6.quality

10.How long you are using this cellular : 1.Below 1 year

2.1 to 3 years

3.3 to 5 years

4.5- above

11.what is your mode of payment : 1.Installment

2.Cash


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Please tick the following statements

a. Highly satisfaction

b. Satisfaction

c. Neutral

d. Dissatisfaction

e. Highly dissatisfaction

12.What do you feel about the

installment (or) cash payment : (a) (b) (c) (d) (e)

13. What do you feel about the price

of your cellular (BPL mobile) : (a) (b) (c) (d) (e)

14. How do you feel about the

warranty facilities offered by the

company/dealer : (a) (b) (c) (d) (e)

15. What do you feel about the BPL

mobile performance : (a) (b) (c) (d) (e)


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16. How do you feel about the cost

of service of your cellular : (a) (b) (c) (d) (e)

17. In your experience what do you

feel about the speed of cellular link. : (a) (b) (c) (d) (e)

18. What do you feel about the

troubles occurred in your mobile : (a) (b) (c) (d) (e)

19. How do you feel about the service

facilities offered by the company : (a) (b) (c) (d) (e)

20. Have you possessed any cellular

previously : Yes/no

21. Why did you replace the previous

cellular ? give reasons :

22. Do you face any problem in

operating cellular? : Yes/no

23. Do you recommend your friends to

purchase the same brand of your

cellular : yes/no

24. Do you have any idea to change : yes/no


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25. Your average telephone bill

1. Less than 5000

2. Rs.5000 10000

3. Rs.10000 15000

4. More than 15000

26. Your suggestions to rectify the defectives

27. Any other suggestions in your opinion

BIBLIOGRAPHY

1. KOTHARI.C.B, Research Methodology


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Himalaya Publications

2. RAJAN NAIR.N, Marketing

Sultan Chand, New Delhi.

3. STANTON, Marketing Management

Publisher-EEE.

4. SHERLEKER.S.A, Modern Marketing

Himalaya Publications.

5. SHARMA.D.D, Marketing Research

SULTAN & SONS.

6. SUBASH C.METHA, Marketing

Tata Mc Graw Hill.


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Department of Management Studies

SREE AMMAN INSTITUTE OF MANAGEMENT & RESEARCH(Affiliated to Bharathiar University)

Chittode, Erode 638 102.

Bonafide Certificate

This is to certify that the project report entitled CUSTOMER

SERVICES BY BPL MOBILE - A CRITICAL EVALUATION WITH

SPECIAL REFERENCE TO ERODE DISTRICT is a bonafide record of

work done by

Mr. K.U.SHAJI Register No. : 0035F0478

Submitted in partial fulfillment of the requirements for the award

of the degree of MASTER OF BUSINESS ADMINISTRATION of

Bharathiar University, Coimbatore.

--------------------------------------------------------Head of the Department FacultyGuide

Submitted for the Viva-Voce examination held on _____________


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--------------------------------------------------------

Internal Examiner External

Examiner


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DECLARATION

The project report entitled as CUSTOMER SERVICES BY BPL

MOBILE - A CRITICAL EVALUATION WITH SPECIAL REFERENCE

TO ERODE DISTRICT submitted to the Bharathiar University in

partial fulfillment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION is a record of original

research work done by me under the supervision and guidance ofMr.

J. SHANMUGAN, M.B.A., PG DIP PMIR, Sree Amman Institute of

Management & Research.

Date : Signature of the

Candidate

Place :

1111 Customer Services by BPL Mobile - A Critical Evaluation w.s.ref. to Erode District

Documents

Transcript of 1111 Customer Services by BPL Mobile - A Critical Evaluation w.s.ref. to Erode District