Customer Satisfaction Umashankar

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SUMMER TRAINING REPORT

ON

CUSTOMER SATISFACTIONAt

Idea Cellular, City Centre, GwaliorIn partial fulfillment for the degree of master of business

administration (full time)

Awarded by

JIWAJI UNIVERSITY, GWALIOR

SUPERVISED BY SUBMITTED TO

Nitin Jain Bhuvanesh Sharma

(S.M. Idea cellular Ltd.) (Asst. Professor)

SUBMITTED BY

Uma Shankar (Marketing)

MBA III Sem

Roll No. : 1291311

2012-14

BVM COLLEGE OF MANAGEMENT

EDUCATIONDARPAN COLONY, GWALIOR


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DECLARATION

It is hereby declared that the Summer Training Report entitled Customer

Satisfaction has been prepared as the part for the completion of the degree

of masters of business administration from BVM College of Management

Education and it is based on the original research work and will be used

only for the academic purpose. It will not be produced in any condition as a

source of information to an industry.

Date: Uma Shankar

Place: MBA III SEM


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ACKNOWLEDGEMENT

It is privilege to express my gratitude & sincere thanks to BVM College of

Management Education, Gwalior has given us the opportunity to Summer

training report on the topic Customer Satisfaction. I am thankful to Dr.

Smriti Singh (HOD) Management Department.

I express my sincere thanks to my project guide, Mr. Bhuvanesh Sharma

Asst. Professor Management Department, for guiding me right form the

inception till the successful

Completion of the project.

I sincerely acknowledge him for extending their valuable guidance, support

for literature, critical reviews of

project and the report and above all the moral support he/she/they had

provided to me with all stages of this project.

I would also like to thank the supporting staff management Department, for

their help and cooperation throughout our project.

Uma Shankar

MBA III Sem


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TABLE OF CONTENTS

TOPIC PAGE NO.

Chapter 1. INTRODUCTION OF THE COMPANY

1.1 History of the organization & its objectives

1.2 Organization Structure

1.3 Financial Performance

1.4 Personnel Policies

1.5 Product and Operations

1.6 Layout and Quality Control

1.7 Marketing

1.8 Strength and Weakness

1.9 Special Points

Chapter 2. Research Methodology

2.1 Topic

2.2 The Study And Its Objectives

2.3 The Sample

2.4 The Tools

2.4.1 for Data Collection

2.4.2 for Data Analysis

Chapter 3. Findings & Interpretation

Chapter 4. Implications & Suggestions

Chapter 5. Conclusion

Bibliography

References

Annexure


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INTRODUCTION

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 perspectives 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

Measuring customer satisfaction

Organizations are increasingly interested in retaining 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 ambiguous and abstract concept and the actual

manifestation of the state of satisfaction will vary from person to person and

product/service to product/service. The state 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

options the customer may have and other products against which the customer can

compare the organization's products.

Because satisfactionis basically a psychological state, care should be taken in

the effort of quantitative measurement, although a large quantity of research in this area
http://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Technical_termhttp://en.wikipedia.org/wiki/Balanced_Scorecardhttp://en.wikipedia.org/wiki/Balanced_Scorecardhttp://en.wikipedia.org/wiki/Satisfactionhttp://en.wikipedia.org/wiki/Satisfactionhttp://en.wikipedia.org/wiki/Technical_termhttp://en.wikipedia.org/wiki/Balanced_Scorecardhttp://en.wikipedia.org/wiki/Balanced_Scorecardhttp://en.wikipedia.org/wiki/Satisfactionhttp://en.wikipedia.org/wiki/Business


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has recently been developed. Work done by Berry, Brodeur between 1990 and 1998

defined ten 'Quality Values' which influence satisfaction behavior, further expanded by

Berry in 2002 and known as the ten domains of satisfaction. These ten domains of

satisfaction include: Quality, Value, Timeliness, Efficiency, Ease of Access,

Environment, Inter-departmental Teamwork, Front line Service Behaviors, Commitment

to the Customer and Innovation. These factors are emphasized for continuous

improvement and organizational change measurement and are most often utilized to

develop the architecture for satisfaction measurement as an integrated model. Work done

by Parasuraman, Zeithaml and Berry between 1985 and 1988 provides the basis for the

measurement of customer satisfaction with a service by using the gap between the

customer's expectation of performance and their perceived experience of performance.

This provides the measurer with a satisfaction "gap" which is objective and quantitative

in nature. Work done by Cronin and Taylor propose the "confirmation/disconfirmation"

theory of combining the "gap" described by Parasuraman, Zeithaml and Berry as two

different measures (perception and expectation of performance) into a single

measurement of performance according to expectation. According to Garbrand, customer

satisfaction equals perception of performance divided by expectation of performance.

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 and in term of their perception and expectation of the performance of the

organization being measured.
http://en.wikipedia.org/wiki/Sample_surveyhttp://en.wikipedia.org/wiki/Sample_surveyhttp://en.wikipedia.org/wiki/Likert_scalehttp://en.wikipedia.org/wiki/Sample_surveyhttp://en.wikipedia.org/wiki/Likert_scale


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Definition:

Customer satisfaction

The degree to which there is match between the customer's expectations of

the product and the actual performance of theproduct.

The broad definition of services implies that intangibility is a key determinant of

whether an offering is a service. While this is true, it is also true that very few products

are purely intangible or totally tangible. Instead, services tend to be more intangible than

manufactured products, and manufactured products tend to be more tangible than

services. For example, the fast-food industry while classified as a service, also has many

tangible components such as the food" the packaging, and so on. Automobiles, while

classified within the manufacturing sector, also supply many intangibles, such as

transportation. Throughout this text, when we refer to services we will be assuming the

broad definition of services and acknowledging that there are very few "pure services,, or

"pure goods." The issues and approaches we discuss are directed toward those offerings

that lie on the right side, the intangible side, of the spectrum.

As suggested earlier, intangibles arc not produced only in the service sector of the

economy. Manufacturers such as Boeing Airplane Company and Ford Motor Company

also produce products on the right end of the spectrum, both for sale to external

consumers and to support internal production processes. For example, Boeing has

provided consulting services and demand forecasting services for its airline customers.

And within Boeing large departments (such as data processing and legal services) provide

Internal services to the organization.
http://en.mimi.hu/marketingweb/customer.htmlhttp://en.mimi.hu/marketingweb/customer.htmlhttp://en.mimi.hu/marketingweb/expectation.htmlhttp://en.mimi.hu/marketingweb/product.htmlhttp://en.mimi.hu/marketingweb/product.htmlhttp://en.mimi.hu/marketingweb/product.htmlhttp://en.mimi.hu/marketingweb/customer.htmlhttp://en.mimi.hu/marketingweb/expectation.htmlhttp://en.mimi.hu/marketingweb/product.htmlhttp://en.mimi.hu/marketingweb/product.html


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Trends in the Service Sector

Although we often hear and read that many modern economies are dominated by

services, the United States and other countries did not become service economies

overnight. As early as 1929,55 percent of the working population was employed in the

service sector in the united States, and approximxely 54 percent of the gross national

product was generated by services in 1948. That the trend toward services has continued,

until in 1999 services represented 78 percent of the gross domestic product (GDP) and 80

percent of employment. Note also that these data do not include internal services provided

within a manufacturing company (such as IBM or Boeing) or services that these

manufacturers sell externally.

CUSTOMER EXPECTATIONS OF SERVICE

Customer expectations are beliefs about service delivery that function as standards

of reference points against which performance is judged. Because customers compare

their perceptions of performance with these reference points when evaluating service

quality, thorough knowledge about customer expectations is critical to services marketers.

Knowing what the customer expects is the first and possibly most critical step in

delivering quality service. Being wrong about what customers want can mean losing a

customer's business when another company hits the target exactly. Being wrong can also

mean expending money, time, and other resources on things that don't count to the

customer. Being wrong can even mean not surviving in a fiercely competitive market.

Among the aspects of expectations that need to be explored and understood for

successful services marketing are the following: What types of expectation standards do

customers hold about services? What factors most influence the formation of these


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expectations? what role do these factors play in changing expectations? How can a

service company meet or exceed customer expectations.


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FACTORS THAT INFLUENCE CUSTOMER EXPECTATIONS OF

SERVICE

Because expectations play such a critical role in customer evaluation of services,

marketers need and want to understand the factors that shape them. Marketers would also

like to have control over these factors as well. But many of the forces that influence

customer expectations are uncontrollable. In this section of the chapter we try to separate

the many influences on customer expectations.

Sources of Desired Service Expectations

The two largest influences on desired service level are personal needs and

philosophies about service. Personal needs those states or conditions essential to the physical

or psychological well-being of the customer, are pivotal factors that shape what we desire in

service. Personal needs can fall into many categories, including physical, social,

psychological, and functional. A fan who regularly goes to baseball games right from work,

and is therefore thirsty and hungry hopes and desires that the food and drink vendors will pass

by his section frequently, where as a fan who regularly has dinner elsewhere has a low or zero

level of desired service from the vendors. A customer with high social and dependency needs

may have relatively high expectations for a hotel's ancillary services, hoping, for example,

that the hotel has a bar with live music and dancing. The effect of personal needs on desired

service is illustrated by the different expectations held by two business insurance customers:

Some customers are more demanding than others, having greater sensitivity to,

and higher expectations of, service. Enduring service intensifiers are individual, stable

factors that lead the customer to a heightened sensitivity to service. One of the most

important of these factors can be called derived service expectations, which occur when


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customer expectations are driven by another person or group of people. A niece from a

big family who is planning a 90th birthday party for a favorite aunt is representing the

entire family in selecting a restaurant for a successful celebration. Her needs are driven in

part by the derived expectations from the other family members. A parent choosing a

vacation for the family, a spouse selecting a home-cleaning service.


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CUSTOMER SATISFACTION

What is Customer Satisfaction?

Everyone knows what satisfaction is, until asked to give a definition' Then, it

seems nobody knows. This quote from Richard L. Oliver, respected expert and longtime

writer and researcher on the topic of customer satisfaction, expresses the challenge of

defining this most basic of customer concepts. Building from previous definitions' Oliver

offers his own formal definition:

Satisfaction is the consumer's fulfillment response. It is a judgment that a product

or service feature, or the product or service itself, provides a pleasurable level of

consumption-related fulfillment.

In less technical terms, we translate this definition to mean that satisfactorily is the

customers' evaluation of a product or service in terms of whether that product or service

has met their needs and expectations. Failure to meet needs and expectations is assumed

to result in dissatisfaction with the product or service

In addition to a sense of fulfillment in the knowledge that one's needs have been

met, satisfaction can also be related to other types of feelings, depending on the particular

context or type of service. For example, satisfaction can be viewed as contentment-more.

of a passive response that consumers may associate with services they don't think a lot

about or services that they receive routinely over time' Satisfaction may also be associated

with feelings of pleasure for services that make the consumer feel good or are associated

with a sense of happiness. For those services that really surprise the consumer in a

positive way, satisfaction may mean delight. And in some situations, where the removal


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of a negative leads to satisfaction, the consumer may associate a sense of relief with

satisfaction.

It is also important to recognize that although we tend to measure consumer

satisfaction at a particular point in time as if it were static, satisfaction is a dynamic,

moving target that may evolve over time, influenced by a variety of factors. Particularly

when product usage or the service experience takes place over time, satisfaction maybe

rightly variable depending on which point in the usage or experience cycle one is

focusing on. Similarly, in the case of very new services or a service not previously

experienced, customer expectations may be barely forming at the point of initial purchase,

these expectations will solidify as the process unfolds and the consumer begins to form

his or her perceptions. Through the service cycle the consumer may have a variety of

different experiences, some good, some not good-and each will ultimately impact

satisfaction.

What Determines Customer Satisfaction?

Customer satisfaction is influenced by specific product or service features and by

perceptions Of quality as suggested by Figure 4.1. Satisfaction is also influenced by

customers' emotional responses, their attributions, and their perceptions of equity.


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Product and Service Features

Customer satisfaction with a product or service is influenced significantly by the

customer's evaluation of product and services features. For a service such as a resort

hotel, important features might include the pool area, access to golf facilities, restaurants,

room comfort and privacy, helpfulness, and courtesy of staff, room price, and so forth. In

conducting satisfaction, studies, most firms will determine through some means (often

focus groups) what the important features and attributes are for their service and then

measure perceptions of those features as well as overall service satisfaction. Research has

shown that customers of services will make trade-offs among different service features

(for example, price level versus quality, versus friendliness of personnel versus level of

customization), depending on the type of service being evaluated and the criticality of the

service.

Consumer Emotions

Customers' emotions can also affect their perceptions of satisfaction -with

products and services. These emotions can be stable, preexisting emotions-for example,

mood state or life satisfaction. Think of times when you are a very happy stage in your

life (such as when you are on vacation), and your good, happy mood and positive frame

of mind have influenced how you feel about the services you experience. Alternatively,

when you are in a bad mood your negative feelings may carry over into how you respond

to services, causing you to overreact or respond negatively to any little problem.

Specific emotions may also be induced by the consumption experience itself,

influencing a consumer's satisfaction with the service. Research done in a river-rafting

context showed that the river guides had a strong effect on their customers' emotional

responses to the trip and that those feelings (both positive and negative) were linked to


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overall trip satisfaction. positive emotions such has, happiness pleasure, elation, and a

sense of warm-heartedness enhanced customers' satisfaction with the rafting trip. In turn,

negative emotions such as sadness, sorrow, regret, and anger led to diminished customer

satisfaction. Overall, in the rafting context, positive emotions had a stronger effect than

negative ones. Similar effects of emotions on satisfaction were found in a Finnish study

that looked at consumers' satisfaction with a government labor bureau, service.l6 In that

study, negative emotions including anger, depression, guilt, and humiliation had astrong

effect on customers, dissatisfaction ratings.

Attributions for Service Success or Failure

Attributions-the perceived causes of events-influence perceptions of satisfaction

as well. When they have been surprised by an outcome (the service is either much better

or much worse-than expected), consumers tend to look for the reasons, and their

assessments of the reasons can influence their satisfaction' For example, if a customer of a

weight-loss organization fails to lose weight as hoped for, she will likely search for the

for the causes was it something she did, was the diet plan ineffective, or did

circumstances simply not allow her to follow the diet regimen-before determining her

level of satisfaction or dissatisfaction with the weight-loss company. For many services

customers take at least partial responsibility for how things turn out.

Even when they don't take responsibility for the outcome, customer satisfaction

may be influenced by other kinds of attributions. For example, in research done in a travel

agency context it was found that customers were less dissatisfied with a pricing error

made by the agent if they felt the reason was outside the agent's control or if they felt it

was a rare mistake, unlikely to occur again.

Perceptions of Equity or Fairness


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Customer satisfaction is also influenced by perceptions of equity and fairness.2o

Customers ask them selves: Have I been treated fairly compared with other customers'?

Did other customers get better treatment, better prices, or better quality service? Did I pay

a fair price for the service? Was I treated well in exchange for what I paid and the effort I

expended? Notions of fairness are central to customers' perceptions of satisfaction with

products and services. The example of Sears Auto Centers division illustrates consumers'

strong reactions to unfair treatment. Over a decade ago the division was charged with

defrauding customers in 44 states by performing unnecessary repairs. Sears employees

had been rewarded based on the quantity of repairs sold resulting in substantial

unnecessary charges to customers. The $27-million Sears paid settling complaints and the

additional loss of business all resulted from extreme dissatisfaction of its customers over

the unfair treatment.


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Other Consumers, Family Members, and Coworkers

In addition to product and service features and one's own individual feelings and

beliefs, consumer satisfaction is often influenced by other people.22 For example,

satisfaction with a family vacation trip is a dynamic phenomenon, influenced by the

reactions and expressions of individual family members over the duration of the vacation.

Later, what family members express in terms of satisfaction or dissatisfaction with the

trip will be influenced by stories that are retold among the family and selective memories

of the events. Similarly, the satisfaction of the rafters in Figure 4.2 is certainly influenced

by individual perceptions, but it is also influenced greatly by the experiences, behavior,

and view's of the other rafters. In a business setting, satisfaction with a new service or

technology-for example, a new customer relationship management software service-will

be influenced by individuals' personal experiences with the software itself, but also by

what others say about it in the company, how others use it and feel about it, and how

widely it is adopted in the organization. In Chapter 12 we will come back to this topic as

we look at strategies for involving and managing other consumers to maximize

satisfaction in the service experience.

National Customer Satisfaction Indexes

Because of the importance of customer satisfaction to firms and overall quality of

life, many countries how have a national index that measures and tracks customer

satisfaction at a macro level.23 Many public policymakers believe that these measures

could and should be used as tools for evaluating the health of the nation's economy, along

with traditional measures of productivity and price. Customer satisfaction indexes begin

to get at the quality of economic output, whereas more traditional economic indicators

tend to focus only on quantity. The first such measure was the Swedish Customer


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Satisfaction Barometer introduced in 1989. Through out the 1990s similar indexes were

introduced in Germany (Deutsche Kundenbarometer, or DK, in 1992), the United States

(American Customer Satisfaction Index, ACSI, in 1994), and Switzerland (Swiss Index of

Customer Satisfaction, SWICS, in 1998).

The American Customer Satisfaction index (ACS...)

The ACSI, developed by researchers at the National Quality Research Center at

the University of Michigan, is a measure of quality of goods and services as experienced

by consumers. The measure tracks customer perceptions across 200 firms representing all

major economic sectors, including government agencies. Within each industry group,

major industry segments are included" and within each industry the largest companies in

that industry are selected to participate. For each company approximately 250 interviews

are conducted with current customers. Each company receives an ACSI score computed

from its customers' perceptions of quality, value, satisfaction, expectations, complaints,

and future loyalty.


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NEED FOR THE STUDY

IDEA has good market standing and companys tariff plans and services level are

good, which are largely responsible for its position. IDEA has to sustain its position

against the expected stiff competition. The company has to know its customer perception,

the satisfaction level and also its competitors customer satisfaction level and problems,

which are facing their customers in order to take appropriate action. Hence, the study

titled A STUDY ON CUSTOMER SATISFACTION TOWARDS IDEA

CELLULAR SERVICES IN B.V.M. COLLEGE OF MANAGEMENT AND

EDUCATION has been undertaken.


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OBJECTIVES OF THE STUDY

To know the satisfactory level of the customers about IDEA Cell Phone

services.

To find out the percentage of respondents connected to IDEA and usage of

schemes.

To know the easy availability of recharge coupons.

To find out the priority the reason for using IDEA Cell Service.

To find out that how staff behavior is?


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SCOPE OF THE STUDY

In todays context both markets and marketing is complex. Cellular Phones and

mobiles have stormed the market in its fast growing world of technology. This survey

under taken for Cell Phone services will enable it to Phone. The users awareness and

satisfaction level towards IDEA Cell Phone services.

This survey gathers information from Cell Phone users. It brings out the

customer feedback on the product.

Mainly this survey looks into the users profile and check for any relevant

relation of dependence with the variable like occupation age group of respondents.

This study restricts itself to B.V.M. COLLEGE OF MANAGEMENT AND

EDUCATION Division. It helps to understand users preference for the main competing

brands of Cell Phone services like IDEA CELLULAR SERVICES,TATA

DOCOMO,UNINOR, VODAFONE, MTS and RELIANCE in. Sri Kalahasti. This will

benefit company in making their future marketing decisions.


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RESEARCH METHODOLOGY

MEANING OF RESEARCH:

According to D. Stephenson in the Encyclopedia of social sciences defines

research as the manipulation of thing, concepts are symbols for the purpose of

generalizing to extend, correct or verify knowledge, whether that knowledge aids in

construction of theory or in practice of an art.

RESEARCH DESIGN:

Research Methodology include seven stages that to be followed sequentially.

Those are listed below.

1. First the problem has to be defined and determined. Knowing the need of

the study can do this.

2. The information that is required for solving the problem has to be

specifically defined.

3. In this stage source from which the information can be obtained is

identified

4. The next step is to obtain information through data collection techniques.

5. The obtained information is processed to get the required output

6. The findings from the processed information are then interpreted.

7. Lastly the findings are presented.


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This can be symbolically represented as shown below

The research design is the basic framework that provides guidelines for the rest of

the research process. The research design specifies the method of data collection and

analysis.

Research was undertaken in B.V.M. COLLEGE OF MANAGEMENT AND

EDUCATION during JUNE 2010 to AUGUST 2010.

DETERMINE THE PROBLEM

IDENTIFY THE SOURCE OF INFORMATION

OBTAIN THE INFORMATION

SPECIFY THE INFORMATION NEEDED

PRESENT THE FINDINGS

PROCESS THE INFORMATION

INTERPRET THE INFORMATION


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2) DATA SOURCES:

Data sources are the sources from which we get the information.

Data collected through company approved questionnaires have been used as the

primary source of data and also usage of secondary data wherever applicable.

PRIMARY DATA

To understand the customer of newspaper in terms of brand choice and brand

perceptions, primary data is necessary. By using primary data, collection method,

consumers were collected. (COLLECT or Gather consumer responses).

This was done with the help of fully prepared structured questionnaires with a

prescribed sequence of open ended, and closed ended questions, multiple choices,

discriminate, rating and ranking to capture the appropriate responses from the

respondents.

SECONDARY DATA

This was collected through oral communication. Secondary data about the

company profile and other details were collected from the company brochures through

personal discussions with the company managers .Data pertaining to newspaper industry

has been obtained through the book The Mass Media and You by Desmond A.D.

Abcro.


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SAMPLING PROCEDURE

A sample of 120 respondents belonging to different areas in B.V.M. COLLEGE

OF MANAGEMENT AND EDUCATION was drawn. The sample was divided into

different groups in such a way that it will represent different categories of the people.

SAMPLING TECHNIQUE

The location was chosen on a random basis. Even this sample was chosen by

simple random sampling. A sampling technique in which every element of the population

of interest has an equal probability of being included in this sample.

POPULATION:

All the Customers of IDEA have been deemed as the population of the study.

SAMPLE SIZE

The sample size is 120, and the respondents are from B.V.M. COLLEGE OF

MANAGEMENT AND EDUCATION.

PERIOD OF STUDY

The period of study is 2 months duration (JUNE to AUGUST 2010).


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LIMITATIONS OF THE STUDY

Time duration for the study was limited to 2 months.

The study was restricted to B.V.M. COLLEGE OF MANAGEMENT AND

EDUCATION.

A convenience sample was taken from B.V.M. COLLEGE OF MANAGEMENT

AND EDUCATION and the sample was restricted to 120 customers.


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OVERVIEW OF THE CHAPTER SCHEME

CHAPTER 1: Deals to the study of introduction

CHAPTER 2: Deals with Design of the study.

CHAPTER 3:Consist of Industry profile,

Company profile,

Product profile.

CHAPTER 4: Deals with Data analysis & Interpretations.

CHAPTER 5: Consist of Findings & Suggestions.

CHAPTER 6: Deals with Conclusion.

Consist of Annexure.

Consist of Bibliography.


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INDUSTRY PROFILE

India is the fourth largest telecom market in Asia after China, Japan and South

Korea. The Indian telecom network is the eighth largest in the world and the second

largest among emerging economies. At current levels, telecom intensiveness of Indian

economy measured as the ratio of telecom revenues to GDP is 2.1 percent as compared

with over 2.8 percent in developed economies. Indian telecom sector has undergone a

major process of transformation through significant policy reforms. The reforms began in

1980s with telecom equipment manufacturing being opened for private sector and were

later followed by National Telecom Policy (NTP) in 1994andNTP'1999.

Historically, the telecom network in India was owned and managed by the

Government considering it to be a natural monopoly and strategic service, best under

state's control. However, in 1990's, examples of telecom revolution in many other

countries, which resulted in better quality of service and lower tariffs, led Indian policy

makers to initiate a change process finally resulting in opening up of telecom services

sector for the private sector.

India's telecom sector has shown massive upsurge in the recent years in all

respects of industrial growth. From the status of state monopoly with very limited growth,

it has grown in to the level of an industry. Telephone, whether fixed landline or mobile, is

an essential necessity for the people of India. This changing phase was possible with the

economic development that followed the process of structuring the economy in the

capitalistic pattern. Removal of restrictions on foreign capital investment and industrial

de-licensing resulted in fast growth of this sector. At present the country's telecom
http://www.iimahd.ernet.in/ctps/pdf/ntp1994.pdfhttp://www.iimahd.ernet.in/ctps/pdf/ntp1994.pdfhttp://www.iimahd.ernet.in/ctps/pdf/NTP1999.pdfhttp://www.iimahd.ernet.in/ctps/pdf/NTP1999.pdfhttp://www.naukrihub.com/india/telecom/http://www.iimahd.ernet.in/ctps/pdf/ntp1994.pdfhttp://www.iimahd.ernet.in/ctps/pdf/NTP1999.pdfhttp://www.naukrihub.com/india/telecom/


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industry has achieved a growth rate of 14 per cent. Till 2000, though cellular phone

companies were present, fixed landlines were popular in most parts of the country.

With government of India setting up the Telecom Regulatory Authority of India,

and measures to allow new players country, the featured products in the segment came in

to prominence. Today the industry offers services such as fixed landlines, WLL, GSM

mobiles, CDMA and IP services to customers. Increasing competition among players

allowed the prices drastically down by making the mobile facility accessible to the urban

middle class population, and to a great extends in the rural areas. Even for small

shopkeepers and factory workers a phone connection is not an unreachable luxury.

Major players in the sector are BSNL, MTNL, Bharti Teleservices, Hutchison Essar,

BPL, Tata, Idea, etc. With the growth of telecom services, telecom equipment and

accessories manufacturing has also grown in a big way.

Fixed-line Telephony

Public Players Subscribers

Private Players Subscribers

Mobile Telephony

Public Players Subscribers

Private Players subscribes
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Investment

Market shares of public and Private Players

Both fixed line and mobile segments serve the basic needs of local calls, long

distance calls and the international calls, with the provision of broadband services in

the fixed line segment andGPRS in the mobile arena. Traditional telephones have been

replaced by the codeless and the wireless instruments. Mobile phone providers have

also come up with GPRS-enabled multimedia messaging, Internet surfing, and mobile-

commerce. The much-awaited 3G mobile technology is soon going to enter the Indian

telecom market. The GSM, CDMA, WLL service providers are all upgrading themselves

to provide 3G mobile services.

Along with improvement in telecom services, there is also an improvement in

manufacturing. In the beginning, there were only the Siemens handsets in India but now a

whole series of new handsets, such as Nokia's latest N-series, Sony Ericsson's W-series,

Motorola's PDA phones, etc. have come up. Touch screen and advanced technological

handsets are gaining popularity. Radio services have also been incorporated in the mobile

handsets, along with other applications like high storage memory, multimedia

applications, multimedia games, MP3 Players, video generators, Camera's, etc. The value

added services provided by the mobile service operators contribute more than 10% of the

total revenue.
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The leading cellular service providers have the following number of subscribers

Service Provider No of CDMA Subscribers No. of GSM Subscribers

Reliance 2.75 crores 1.03 crores

Tata 1.07 crores

IDEA CELLULAR

SERVICES

8.88 crores

MTNL 40.03 lakhs

BSNL 4.27 crores

vodafone 6.33 crores

Idea 4 crores

Spice 25.56 lakhs

BPL 20.07 lakhs

Aircel 1.03 crore

IDEA CELLULAR SERVICES has the largest customer base with 31% market

share, followed by Hutch and BSNL with each holding 22% market share.

The 2009 budget has brought further relief to the customers with the reduction in

the tariffs, both local and long distance, and with slashing down the roaming rentals.

This is likely to lead to even more people going for cellular services and more and more

use of the value added services. However, landline telephony is likely to remain popular,

too, in the foreseeable future. MTNL, the largest landline service provider, has recently

taken some bold initiatives to retain its market share and, if possible, expand it.

Policy reforms can be broadly classified in three distinct phases
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"The Decade of 1980's saw private sector being allowed in telecommunications

equipment manufacturing. Mahanagar Telephone Nigam Limited (MTNL) and Videsh

Sanchar Nigam Limited (VSNL) were formed and a Telecom Commission was set up to

give focus to telecommunications policy formation.

In 1990s, telecommunications sector also benefited from the general opening up

of the economy. NTP 1994 was the first attempt to give a comprehensive roadmap for the

Indian telecommunications sector.

Availability of telephones on demand (targeted by 1997)

Universal service covering all villages and one PCO per 500 persons in

urban areas at the earliest (targeted to be achieved by 1997)

Telecom services at affordable and reasonable prices

World standard quality of services

The Indian Telecom Sector:

Telecommunication Services

Telecommunication Equipment

Telecommunication Services

Telecommunication services include Basic service, Cellular service, and Internet

Service Provider (ISP) and Very Small Aperture Terminal (VSAT) services. Government

of India (GOI) plans to introduce a unified license for all telecommunication services in

India, and has already allowed full mobility to wireless in local loop (WLL) operators as a

first step. Telecom services are growing at an approximate rate of around 5 percent per
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year in terms of revenue and mere 10 % in terms of subscriber base in last five years.

Partly the result is due to negative growth in NLD market (-14% Rs 51,410 million from

Rs 59,880 million) and ILD market (-13% Rs 43,460 million from Rs 50,010 million) in

2003-04. Amongst telecom services, cellular services are the fastest growing, with CAGR

of 40 percent over the past four years. Telecommunications Regulatory Authority of India

(TRAI) expects that the total number of cellular connections would bypass the total

number of fixed line connections by late 2004 and early 2005. (As on March 2004

subscriber base of cellular operators is 33 million and basic operator is 42.84 million)

During the past three years, in terms of subscriber base telecommunications

services have been growing at a CAGR of nearly 22%, owing largely to the rapid increase

in cellular service subscribers.

Fixed Service Provider (FSPs)

Cellular Services

Internet Service Provider


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Fixed Service Provider (FSPs)

Fixed line services consist of basic services, national or domestic long distance

and international long distance services. The domestic market (i.e. excluding international

revenues), has been growing more than 5 per cent annually during the past three years,

and has a current market size of Rs 30,164 crores, with a base of 43 million lines.

The state operators (BSNL and MTNL), account for almost 90 per cent of

revenues from basic services. Private sector services are presently available in 18 circles,

and collectively account for less than 5 per cent of subscriptions. However, private

services focus on the business/corporate sector, and offer reliable, high- end services,

such as leased lines, ISDN, closed user group and videoconferencing. As a result,

average-revenues-per-user (ARPU) of private operators are more than twice those of the

state-owned service providers.

The main revenue contributing value added services were NLD and ILD. The

reduction in NLD and ISD tariffs punctured the potential of the key revenue streams.

Internet telephony for ISD worsened the potential. Added to it was the phenomenal

growth rate in cellular services.

Growth Drivers

The Government has allowed unlimited competition in the basic sector.

Considering the inherent advantage of scale that the incumbent state operators have, the

private companies are setting their networks very selectively and targeting corporate

clients with value added services. The government has introduced unified license for

fixed and mobile service providers. This allows all phone companies to become mobile


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operators by offering cellular and landline/WLL-M services under a single authorization,

ending service-specific licensing.

Indian fixed line network is likely to expand as the current low level of telephone

penetration is very low coupled with the unmet demand for connections. India's fixed line

telecom network is estimated to expand to about 47 million by March 2005 from 43

million in March 2004. The rate of growth in services revenues is however, likely to be

lower in comparison with the pace of increase in the number of fixed lines.

Cellular Services Overview

There are 25 private companies providing Cellular Services in 19 Telecom Circles

and 4 Metro cities, covering 1500 towns across the country. Presently, there are five

private service operators in each area, and an incumbent state operator. Almost 80% of

the cellular subscriber base belongs to the pre-paid segment.

Several GSM cellular service companies are climbing the EDGE bandwagon.

Hutch has already started and Bharti has made test calls on the EDGE platform and the

company is in talks with Siemens for EDGE-enabling some of its circles.

The DoT has allowed cellular companies to buy rivals within the same operating

circle provided their combined market share did not exceed 67 per cent. Previously, they

were only allowed to buy companies outside their circle.


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Regulatory Structure

The lack of clarity in the regulatory structure has made it difficult to predict the

prospects for this industry. This uncertainty has best been typified by the issuance of a

fourth license and the controversies with reference to limited mobility players. The

Cellular Services was thrown open for third & fourth Service providers in 2002. The

number of service providers increased to 68 in the year 2002-03 from 42.

Growth Drivers

Opening up of international and domestic long distance telephony services are

growth drivers in the industry. Cellular operators now get substantial revenue from these

services, and compensate them for reduction in tariffs on airtime, which along with rental

was the main source of revenue. The reduction in tariffs for airtime, national long

distance, international long distance, and handset prices has driven demand.

Internet Service Provider

Internet has become very easily accessible with cyber cafes /kiosks increasing

their density, not only in the metro towns but also in semi-urban towns. There is no

restriction on the number of internet companies and more than 185 companies are

operational. Internet telephony has been allowed officially from 1 April 2002. The

growing demand of corporates for applications such as Electronic Commerce, internet

leased lines, ISDN, VPN etc is driving the growth of the internet services market.

However, the industry continues to face a number of bottlenecks in terms of regulatory


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treatment of ISPs, high bandwidth prices, low PC penetration, high cost of telephone

access etc.

Telecommunication Equipment

The domestic industry is worth Rs 303,000 million and has made little progress in

comparison to the development of Telecom services in the country. The industry is faced

with two major challenges: India is being steadily opened up to the global market, as

trade restrictions are done away with, resulting in crashing ofimport duties across the

board and easy movement of goods from overseas. It is forecasted that by 2005, imported

telecom equipment will account for 75% of the Expenditure on telecom equipment in

India. Secondly, to cut down on operations costs, US, European and East Asian

multinationals are outsourcing manufacturing to cheaper destinations in Taiwan and

China. (Refer to Appendix 5 for more details on this segment).

Growth Drivers

" Growth in the telecom equipment market is expected to be driven by an

increasing demand for telecom services.

" Key players like BSNL, Bharti, Reliance, BATATA, BPL and Hutchison will

drive equipment market growth. Transmission equipment, cable and terminal equipment

are expected to drive the market in the years to come. Also switching systems will remain

a big market, with a size of around Rs 50 billion (CERC).


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CELLULAR TECHNOLOGY

In a cellular system the geographical area is dived into adjacent. Not overlapping,

hexagonal shaped cells. Each cell has its own transmitter and receiver (called base

stations) to communicate with the mobile units in that cell; a mobile switching station

coordinates the handoff of mobile units crossing cell boundaries. Cellular system are

based on the concept of frequency reuse: the same frequency is used by several sites

which are fare enough from one another, resulting in a tremendous gain in system

capacity. The counterpart is the increased complexity both for the network and the mobile

stations, which must be able to select a station among several possibilities and the

infrastructure cost because of the number of different sites. The system hands over calls

from transmitter to transmitter as customers move around in their vehicles. This new

techniques would allow more customers access to the system simultaneously and when

more capacity which is popularly known as CELL SPLITTING. One of the most

important concepts for any cellular telephone system is that of multiple accesses meaning

that multiple simultaneous users can be supported through frequency reuse. In other

words a large number of users share a common pool of radio channels and any user can

again access to any channel (each user is not always assigned to the same channel). A

channel can be thought as merely a portion of the limited radio spectrum which is

temporarily allocated for a specific purpose, such as someones phone cell.


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Cellular Architecture:-

GSM System Components

A schematic overview of the GSM system is shown in the figure given below. The

system is composed of three main elements; the switching sub-system, the base station

sub-system and the mobile. The switching part controls the communication across the

radio interface and the mobile acts as the transmitter receiver for the user.

STN

A schematic overview of the GSM System is shown in the figure given below.

The system is composed of three main elements; the switching sub-system, the base

station sub-system and the mobile. The switching part makes the connection between the

two users, the base station part controls the communication across the radio interface, and

the mobile acts as the transmitter

Mobile station

The best known part of the cellular network is certainly the mobile stations.

Different types of mobile stations are distinguished by power and application. A

significant architectural aspect of the MS relates to the concept of subscriber identity

Module (SIM). The SIM card contains a unique international Mobile subscriber identity

(ISMI) used to identify the subscriber to the system. The SIM is basically a smart card

containing the entire subscriber related information on the users side of the radio

interface.

A potential user may off course buy mobile equipment. But he may also lease

borrow the equipment or purchase it through other channels fixed mobile stations are

permanently installed in a card and may have a maximum allowed RF output of up to


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20W. Portable (bag phones) can emit up to 8W and hand held portable units up to 20 with

second Generation mobile (on the market since 1993), the GSM system is becoming more

and more attractive. Hand portable units are becoming much smaller and are coming

with numerous features on it. This is giving the system boost popularity, especially in

those markets with a particular demand for small mobiles such as in Asian and Pacific

areas.

Base station sub-system

Base station sub-system groups the infrastructure machines. Which are specific to

the radio cellular aspect of GSM. The BSS is in direct contact with the mobile station

through the radio interface. As such, it includes the machines in charge in transmission

and reception on the radio path, and the management thereof. On the other side, the BSS

is in contact with the switches of Network sub-system (NSS). The BSS includes two

types of machines.


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BASE STATION OR BASE TRANSCEIVER STATION

The counterpart to a mobile station within a cellular network is the base

transceiver station (BTS). This is the mobiles interface to the network. Each cell site is

equipped with a BTS is usually located of radio equipment that provides coverage within

a cell. The transmitting power of the BTS is usually located in the center of a cell. A cell

site is used to refer to the physical location of radio equipment that provides coverage

within a cell. The transmitting power of the BTS determines the absolute cell size.

The BTS houses the radio transceivers that define a cell and handles the radio

link protocols with the mobile station. BTS are placed in the field to transfer a cell to

customers handsets and there are between one and sixteen transceiver each of which

represents a separate RF channel.

A BTS may cover an area of 30-40 sq Kms. However in a congested, urban

location the BTS coverage is much smaller. BTS can be considered as complex radio

modems and have littler other function. A list of hardware located at a cell site includes

power sources, interface equipment, radio frequency transmitters and receivers and

antenna systems.

Base Station Controller BSC:

Base station controller is in contact with the switches of NSS. It monitors and

controls several base stations, the number of which depends of the manufacturer and can

be between several tens and several hundred of stations. A typical BSC can manage from

one BTS to the entire BTS in service area, depending on their traffic capacity. The chief

tasks of the BSC are frequency administration the control of a BTS and exchange

functions. It handles radio channels setup, frequency hopping and handovers. The BSC

is the connection between the mobile station and the mobile service switching center and


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is charge of all radio interface management through the remote command of the BTS and

the mobile station, mainly the allocation and release of radio channels and the handover

management. The BSC is connected on one side, to several BTSs and on the other side, to

the network and switching sub system (more appropriately to a mobile switching centre).

A BSC is in fact a small switch with substantial computations capability. The hardware of

the BSC may be located at the same side as the BTS, s its own standalone site or the site

of the Mobile switching centre (MSC). BSC and BTS together form a functional entity

some times referred to as entity some time referred to as the

Base Station sub-system

Network and switching sub-system/switching sub-system

The NSS includes the main switching functions, as well as the data basis needed

for subscriber data and mobility management. The main role of NSS is to manage the

communications between the GSM users and the other tele-communications network

users. The NSS is responsible for performing call processing and subscriber related

functions.

Mobile service switching center

The MSC is the interface of the cellular network to the PSTN. MSC performs the

telephony switching functions of the system. It acts like a normal switching node of the

PSTN, and additionally provides all the functionality needed to handle and mobile

subscriber, such as registration authentication location updating handovers and call

routing to a roaming subscriber MSC is the primary switching interface between the

mobile telephone systems and the PSTN. It is capable of routing calls from the fixed

network-via the BSC and the BTS to an individual mobile station. The MSC interface


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with BSS on one other side (through which it is contact with GSM users) and with the

external networks on the other. The NSSs also need to interface with the external

networks to make use of their capability to transport user data or signaling between GSM

entitles. In particular, the NSS make use of a signaling support network at least partly

external to GSM, usually referred to as the SS7 network.

Home Location Register (HLR)

The HLR is database about subscribers; it stores the identity and user data of all

the subscribers belonging to the area or related MSC. These are permanent data, such as

the international mobile subscriber number (IMSI) of an individual user, authentication

key, including a subscribers service profile location information activity status and some

temporary data. Temporary data on the SIM included such entries as (1) the address of the

current visitor location register (VLR). Which currently administers the mobile stations

(2) the number of which the calls must be forwarded (if the subscriber select call

forwarding), and (3) some transient parameters for authentication and ciphering.

The IMSI is permanently stored on the SIM card. The IMSI is one of the pieces of

important information used to identity a subscriber within GSM system. The first three

digits of the IMSI identify the Mobile country code (MNC). Up to ten additional digits of

the mobile subscriber identification number (MSIC) complete the IMSI.


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Visitor Location Register

The VRL contains the relevant data of al mobiles currently located in a serving [g]

MSC. It is the database that contains temporary storing subscription data for those

subscribers currently situated in the service area of the corresponding MSC as well as

holding data on their location at a more precise level than the HLR. The VLR is always

integrated with MSC. The permanent data are the same as data found in the HLR; the

temporary mobile subscriber identity (TMSI), which is used for limited periods of time to

prevent the transmission of the IMSI serves to protect the subscriber from high

technology of the TMSI for the IMSI Service to protect the subscriber from high

technology intruders and helps point to the location of the mobile station through the cell

identity.

The VLR has to support the [G] MSC during a call establishment and an

authentication procedure as it furnished data specific to the subscriber. Locating

subscriber data in the VLR as well as in the HLR, reduces the data traffic to the HLR

because it is not necessary to ask for these data every time they are needed. Another

reason for strong the identical data at low different locations (in the HLR & VLR ) is the

each serves a different purpose. The HLR has to prove the GMSC with the necessary

subscriber data when a call is coming from the public network. The VLR on the other

hand serves the opposite function. Providing the host (G) MSC with the necessary

subscriber data when a call is coming from mobile station.


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Authentication center

The Authentication center (AC) is related to the HLR. It provides the HLR with

different set of parameters to complete the authentication of a mobile station. The AC

knows exactly which algorithms it has to use for a specific subscriber in order to calculate

input values and issues to required results. Since all the algorithms for the authentication

procedures are stored within AC, they are protected against abuse. The SIM card issued in

area assigned to AC contains the same algorithms for authentication as the AC does. If

the AC provides input and output parameters for these algorithms to either the HLR or the

VLR, either location Register can verify (authenticate) the mobile station.

Equipment identity Register

The equipment identity register (EIR) is a database that contains a list of all valid

mobile equipment on the network. Where each mobile station id identified by its

international Mobile equipment identity (IMEI). An IMEI is market a invalid if it has

been reported stolen or it not type approved. Within the EIR we find all the serial

numbers of the mobile equipment that is either stolen or due to some defect in their

hardware, may not be used in a network. The idea is to check the identity at each

registration or call setup of any mobile station and then depending on its IMEI admit or

bar access of the mobile station to the system. The implementation of EIR is relatively a

new security feature of the GSM system.


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Operation & Maintenance center

The Operation & Maintenance center (OMC) has access to both the (G) MSC and

the BSC, handless error messages coming from the network and control the traffic load of

the BSC and the BTS. The OMC configures the BTS via the BSC and allows the operator

to check the attached components of the system. As the cells become smaller and the

number of base station increases. It will not be possible in the future


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COMPANY PROFILE

The established service areas are Delhi, Andhra Pradesh, Gujarat, Maharashtra, Haryana,

Kerala, Madhya Pradesh and Uttar Pradesh (West).

Licenses for the Maharashtra and Gujarat Service Areas were awarded in December

1995, with network rollout and commercial launch achieved in 1997. In January 2001 the

mobile operations in Andhra Pradesh Service Area were integrated with IDEA through a

merger with Tata Cellular Limited.

In June 2001, the mobile operations in Madhya Pradesh Service Area were fully

integrated with IDEA through an acquisition of RPG Cellcom Limited. In October 2001,

the license for Delhi Service Area was acquired during the fourth mobile license auction,

with network rollout and commercial launch in November 2002.

In January 2004, Escotel Mobile Communications Private Limited ("Escotel"), was

acquired with its original licenses in the Service Areas of Haryana, Uttar Pradesh (West)

and Kerala. All these Service Areas were re-branded and integrated with IDEA in June

2004.

Call forwarding

Call conferencing

Call waiting and Call holding facility

Unified Messaging Services: This provides Voice mail,
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Wireless Application Protocol (WAP): Surf WAP enabled websites on Internet

using

VOICE MAIL

Cell One Voice Mail Service ensures that the customers never miss their calls

even when their phone is busy, switched off, out of coverage, or the customer is simply

too busy to take the call. In such cases, Cell One VMS greets the caller and records a

message from the caller, which the customer can retrieve later at his convenience from

anywhere in the world. This is available to all post-paid customers.

VALUE ADDED SERVICES

1. SMS BASED VALUE ADDED SERVICE : SIM BASED, SHORT CODE

BASED

2. VOICE BASED VALUE ADDED SERVICE

3. GPRS/MMS:

The Cellular Mobile subscribers of IDEA who have the GPRS

subscription, now have access and download the rich content like Polyphonic ring

tones, True tones, Real tones, MP3 tones, SMS tones, Themes, Color wallpapers,

Java Games, etc thorough the website (www.cellone.in) as well as the WAP site

(wap.cellone.in). The detailed catalogue of the content can be seen either at the

above website or the WAP site.

4. The subscribers interested in knowing about how they can subscribe to GPRS of

IDEA need to send "GPRS" as SMS to short code "3733".
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5. The subscribers who need to have the GPRS settings for activating their GPRS

subscription on their GPRS handsets can click here.

6. The Companies who are interested in becoming the partners of IDEA.

7. NEWSPAPER service: This is a new value added service under cellular

services (both prepaid and postpaid GPRS subscribers) in the name of

"MOBILE NEWSPAPER" the WAP portal of IDEA "Cell One Safari".

SMS

Mobile to Mobile Messaging is a revolutionary new means of communication that

allows Cell One mobile subscribers to send a short text message instantaneously to any

other mobile subscriber. We can type down the message and send it to any mobile. The

message can be of 160-character length including spaces, punctuation and special

characters. The system sends the confirmation about the delivery of the message to the

sender as soon as the message is delivered .If the called number is busy or out of

coverage area, the system periodically monitors the status of the called number and

sends the message as soon as it becomes active. IDEA provides national and

International SMS facility to its post and pre-paid customers at very cheap price.
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CALL FORWARDING

In case we are in a meeting or our Cell phone is switched off, using the Call

Forwarding feature, we can forward our calls on a fixed line or a cell phone where

someone can see messages on your behalf. You can also forward an incoming call while

speaking to someone.

CALL CONFERENCE

There are times when we have wished that we could speak to a group of people

simultaneously. May be wanted to gossip with friends, or hold discussions with clients.

Now we can have the privilege of a teleconference with up to 6 people, at the punch of a

few buttons

CALL WAITING

This feature enables us to speak to two callers, one at a time, without hanging up

on either one of them. When this network service is activated, the network notifies we of

a new incoming call while we have a call in progress. If another person tries calling us

midway through a conversation, he/she will hear a message informing him/her that your

line is busy, while you will hear beeps at intervals. We can accept the second call while

putting the first call on hold.


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UNIFIED MESSAGING ON CELLONE

1. FAX Message

2. E-Mail

3. E-Mail to Speech (ETS)

FAX-Message

This feature will enable the subscriber to sent/receive fax message. The fax can be

sent/received to/by the subscriber either through IDEA UMN account or using fax

machine.

This feature will enable the subscriber to send/receive E-mail. The subscriber has

to get IDEA UMN account for this feature.

E-Mail to Speech (ETS)

This feature will enable the subscriber to receive the Email on the mobile phone

.In order to listen E-mail messages from your voice mailbox.


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PRODUCT PROFILE

Product Name Year Month Sales

Quantity

Sales Value(Rs.Million) % of STO

Telecom Service Revenue 2010 03 0.00 118502.21 100.00

Handsets/DataCards - Traded 2010 03 0.00 0.22 0.00

Telecom Service Revenue 2009 03 0.00 98383.47 99.81

Handsets/DataCards 2009 03 92703.00 187.33


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ANALYSIS

This chapter the percentage based analysis of the questionnaire that has been

presented been presented before 120 respondents in order to know the customer

satisfaction towards IDEA Cellular services providers. Here the data collected through the

questionnaire has been tabulated with table interpretations and inferences drawn from the

tabulated data. This chapter forms the base for the whole study through its findings and

suggestions. This particular chapter can be states as the pivotal chapter of the whole

study.

RESULTS

Interpretation of results is the so what? of research. Research is wasted and

useless it influences action. So as to make effective utilization of the research, the

researcher has tried to provide suggestions so as to improve the overall satisfaction level

of customers.

The names of the books, journals, records etc.., have been given in bibliography

section at the end of the report.


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DATA ANALYSIS

AGE

TABLE-1

Age

21

50

42

7

0

10

20

30

40

50

60

15-20 20-35 35-50 Above50

years

Respondents

INFERENCE:

AGE NO OF RESPODENTS PERCENTAGE

15-20 21 9.16

20-35 50 41.6

35-50 42 35.00

Above50 7 5.30Total 120 100


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Most of the cell phone users age between20-35years have taken with in 41.60%

we have observe the above table for 50 years persons having 5.4%.


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MAJOR CUSTOMER FOR IDEA SERVICES

TABLE-2

CUSTOMERS NO.OF RESPONDENTS PERCENTAGE

STUDENTS 18 15.00

EMPLOYEES 35 29.17

BUSINES PEOPLES 55 45.84

OTHERS 12 10.00

Total 120 100

Customer for idea services

18

35

55

12

STUDENTS

EMPLOYEES

BUSINES

PEOPLES

OTHERS

INFERENCE:

Most of the business people are using the idea services 45.84% and 29.12%

Employees, 15%of students and 10% of others are using idea services.

FROM HOW MANY YEARS ARE YOU CUSTOMER FOR IDEA

SERVICE.


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TABLE-3

from how many years are you

customer for idea service

30

52

34

21

010

20

30

40

50

60

Below

one year

1-2years 2-5years Above

5years

years

Respondents

INFERENCE:

Most of the cell phone users have taken idea service 1-2 yrs is 47.5%, 2-5 yrs

customers are 45%, above 5 yrs are 17.5% and fresh customers are 9.17%

CUSTOMERS

NO.OF

RESPONDENTSPERCENTAGE

Below one year 30 10.83

1-2years 52 43.33

2-5years 34 28.33

Above 5years 21 17.51

Total 120 100


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WHICH TYPE OF SREVICES ARE YOU HAVING.

TABLE - 4

which type of service you are having

97

23

020

40

60

80

100

120

Pre paid Post paid

services

Respondents

INFERFERENCE:

Most of the respondents are using Pre Paid service 80.83% and Post paid

service respondents are 19.17%.

SERVICESNO. OF


Pre paid 97 80.83

Post paid 23 19.17

Total 120 100


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ARE YOU SATISFIED WITH THE IDEA NETWORK

TABLE-5

Are you satisfied with the idea network

30

53

361

Highly satisfied

Satisfied

Neutral

Dis satisfied

INFERENCE:

CUSTOMERS NO. OF RESPONDENTS PERCENTGE

Highly satisfied 30 25.00

Satisfied 53 44.17

Neutral 36 30.00

Dis satisfied 1 0.83

Total 120 100


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Majority of the respondents 44.17% are satisfied with the idea network and 0.83%

respondents are dis satisfied.


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ARE YOU SATISFIED WITH THE SALES AFTER SERVICES

PROVDE BY IDEA

TABLE-6

Are you satisfied with the sales after service

provide by idea

20

5347

0

10

20

30

40

50

60

Highly satisfied Satis fied Neutral

Customers

Respondents

INFERENCE:

Majority of the respondents are satisfy with sales after services 44.17%,highly

satisfied respondents are 16.16% and no respondents are dissatisfied.

Customer NO.OF RESPONDENTS PERCENTAGE


Satisfied 53 44.16

Neutral 47 39.17

Totol 120 100


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ARE YOU SATISFIED WITH THE OFFERS PROVIDE BY IDEA

TABLE 7

Are satisfied prode by idea offers

Highly satisfied

Satisfied

Neutral

Dis satisfied

INFERENCE:



Satisfied 47 39.16

Neutral 46 38.33


Total 120 100


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Majority of the respondents 39.17% are satisfied with the idea

services,38.14% respondents are neutral,19.16% respondents are highly satisfied

and3.33% respondents are dissatisfied with the idea services.

ARE YOU SATISFIED WITH THE IDEA CALL RATES

TABLE-8

Are you satisfied with the idea call rates

13

58

47

2

0

10

2030

40

5060

70

Highly

satisfied

Satisfied Neutral Dis satisfied

Call rates

Respodents

INFERENCE: Majority of the respondents 48.33%satified with idea call

rates,10.83% are highly satisfied and 1.67% respondents are dis satisfied.

CUSTOMERSNO.OF



Satisfied 58 48.33

Neutral 47 39.17


Total 120 100


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ARE YOU SATISFIED WITH THE CALLER TUNES

PROVIDED BY IDEA

TABLE-9

ROAMING

FACILITYNO. OF RESPONDENTS PERCENTAGE


Satisfied 34 28.33

Neutral 56 46.67


Total 120 100

Are you satisfied with idea caller tunes

10

34

56

20

Highly satisfied

Satisfied

Neutral

Dis satisfied

INFERENCE:

Majority of the respondents 46.67% are neutral with the caller tune provided by

idea cellular service and 16.67% respondents are dis satisfied.

ARE YOU FEELING AN IDEA SCHOOL ADVRETISEMENT

TABLE-10


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CUSTOMERSNO. OF RESPONDENTS PERCENTAGE


Satisfied 41 34.17

Neutral 18 15.00Dis satisfied 0 0

Total 120 100

Are you feeling an idea school advertisment

61

41

18

0

10

20

30

40

50

60

70

Highly satis fied Satis f ied Neutral

Advertisment

Respondents

INFERENCE:

Half of the respondents 50.83% are highly satisfied with idea school

advertisement and no respondents are dis satisfied with the idea school advetisment.

WHO RECOMMENDED IDEA SRERVICE TO YOU

TABLE-11


Friends 27 22.5

Dealers 38 31.67

Your self 49 40.83

Others 6 5.00

TOTAL 120 100


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Who recommanded idea services to

you

27

38

49

6

Friends

Dealers

Your self

Others

INFERENCE:

Majority of the respondents 40.83% arte self recommended and 22.5%

friends,31.67% dealers and others are5%.

WOULD YOU LIKE TO CONTINUE WITH IEDA SERVICES

TABLE-12

CUSTOMERS NO.OF RESPONDENTS PERCENTGE

Yes 85 70.83

No 35 29.17

Total 120 100


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Would you like to continue with idea

services

85

35

Yes

No

INFERENCE:

Majority of the respondents 70.83% are continuing with idea services and 29.17%

are dis continuing the idea services.

IN YOUR POINT OF YOU VIEW MAIN COMPETITORS FOR IDEA

SERVICES

TABLE-13

CUSTOMERSNO.OF


IDEA 24 20.00

AIR TEL 51 42.50

VODAFONE 38 31.60

TATA DOCOMO 7 5.83

TOTAL 120 100


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Who are the main competitors to idea

services

24

5138

7

0102030405060

B

SNL

AIR

TEL

VOD

AFONE

T

ATA

DO

COMO

Competitors

Respondents

INFERENCE: Majority of the respondents 42.5% IDEA CELLULAR SERVICES

services are competitors, 31.67% Vodafone are competitors and 20% of IDEA and

reliance and tata indicom are no competition with the idea services .

RANKS OF IDEA SERVICES COMPARED WITH COMPITETORS

TABLE-14

RANKS NO.OF RESPONDENTS PERCENTAGE

1st 16 13.332nd 24 20.00


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3rd 30 25.00

Cant say 50 41.67

Total 120 100

Rank of idea services compared withcompitetors

16

2430

50

0

10

20

30

40

50

60

1st 2nd 3rd Cant say

Ranks

Series1

INFERENCE:Majority of the respondents 41.67% cant say their opinion,25% of

respondents are giving 3rd rank and 13.33% of respondents giving 1st ran k with the idea

services compared with competitors.


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Are you enjoy idea advirtisement

98

22

Yes

No

ARE YOU ENJONG WITH IDEA ADVERTISMENT

TABLE-15


Yes 98 81.67

No 22 18.33

Total 120 100

INFERENCE:

Majority of the respondents 81.67% are enjoying with idea advertisement and

18.33% are dis satisfied with idea advertisement.


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ARE SATISFIED WITH CUSTOMER CARE SUPPORT PROVIDED

BY IDEA SERVICES

TABLE-16



Satisfied 51 42.5

Neutral 43 35.83


Total 120 100

Are you satisfied with customer

care support provided by IDEA

services

Highly satisfied

Satisfied

Neutral

Dis satisfied

INFERENCE:

Majority of the respondents 35.83% are satisfied with customer care support

provided by idea services, 4.17% of dis satisfied by customer care support provided by

idea services.


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YOU FEELING ABOUT IDEA POWER SERVICES

TABLE-17

CustomerNO.OF



satisfied 43 35.83

Nuetral 47 39.17

dissatisfied 11 9.17

Total 120 100

Are you satir fied with idea power

services

19

43

47

11

Highly satisfied

satisfied

Nuetral

dissatisfied

INFERENCE:

Majority of the respondents 39.17%are neutral in their feeling about idea power

services and 9.16% are dissatisfied with idea power services.

ARE YOU SATISFY THE NIGHT BALANCE TIMING FOR IDEA

SERVICES COMPARE WITH OTHER COMPITETORS

TABLE-18


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Yes 39 32.5

No 81 67.5

Total 120 100

Satisfy with night balance timings

39

81

Yes

No

INFERENCE:

Majority of the respondents 67.5% are satisfied with the night balance timings and

32.5% are dissatisfied with night balance timings of idea net work compared with other

services.


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FINDINGS

Based on age, most of the cell phone users age between20-35years have taken

with in 41.0%

Major customers 45.83% business people, students 15%, employees 29.17%

and others are 10% idea customers.

Half of the users of idea services have been in usage for 1 years .

Prepaid is the most prioritized by users compared to post paid services .

Coverage, tariff of idea is the main reason to divert many users from other

services followed by coverage area.

All top up coupons available in the market.

Every users is satisfied with overall issues of monthly bills.

The main competitions are ,IDEA CELLULAR SERVICES, docomo, IDEA

and reliance, among them IDEA CELLULAR SERVICES and Vodafone

gives more computations in SRI KALAHASHI.

Half of users of cell phone are engaged with voice communication of instead

SMS, GPRS, MMS, and internet.

Coverage is the main reason for using in rural areas IDEA cell services .

Most of the customers mainly 87.5% want to YOUR SELF go for IDEA

services.

Majority of the respondents are not satisfied with night timings offers


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SUGGESTIONS AND RECOMMENDATIONS

To reduce the coverage problem extension of tower capacity, location of new

towers at problematic areas is necessary.

If we advice to develop the packages, which engages more customers in SMS and

internet along with voice communication. It also helps reducing competition from

the other services.

Customer care should be answerable to customers at any time with out delay.

Take steps to solve the customers request as early as possible.

IDEA should think about to concentrate on student segment with attractive offers.


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CONCLUSION

At last I conclude that the project report undertaken by me is satisfactory and the

work has got very good response from the respondents. The coverage and tariff provided

by the company are very much beneficial to respondents. In the process, majority of the

respondents are very positive towards the IDEA CELLULAR SERVICES. According to

my research, all the respondents are provided with better service by the company.


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CUSTOMER SATISFACTION ON IDEA (CELLULAR SERVICE)

Ph.No:

1.Name :

2.Gender Male Female

3.Age? [ ]

(A) 15-20 B) 20-35

C) 35-50 D) Above 50

4. Major Customer For Idea Services? [ ]

A) Students B) Employees

C) Business People D) Others

5. From How Many Years Are You Customer For Idea Services? [ ]

A)Below 1 Year B)1-2 Years

C) 2-5 Years D) Above 5 Years

6.Which Type Of Services Are You Having ? [ ]

A) Post Paid B) Prepaid

7. Are You Satisfied With The Idea Network? [ ]


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A) Highly Satisfied B) Satisfied

C) Neutral D) Dissatisfied

8. Are You Satisfied With The Sales After Services Provided By Idea ? [ ]



9. Are You Satisfied With The Offers Provided By Idea? [ ]



10.Are You Satisfied With The Call Rates Provided By Idea? [ ]



11.Are You Satisfied With The Caller Tunes Provided By Idea ? [ ]



12. You Are Feeling An Idea School Advertisement? [ ]

A)Highly Satisfied B)Satisfied

C)Neutral D)Dissatisfied

13.Who Recommended Idea Services To You? [ ]


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A)Friends B)Dealers

C)Yourself D)Others

14.Would You Like

Customer Satisfaction Umashankar

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