Satisfaction Derived by Subscribers of Different Cellular Se

8/10/2019 Satisfaction Derived by Subscribers of Different Cellular Se

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A

PROJECT

ON

SATISFACTION DERIVED BY SUBSCRIBERSOF DIFFERENT CELLULAR SERVICE

COMPANIESIN

KOLHAPUR CITY Submitted To

BHARATI VIDYAPEETH'S UNIVERSITY, PUNE

INSTITUTE OF MANAGEMENT,

KOLHAPUR

For the Course of

Master of Bus!ess A"#!strato!2007-2008

Submitted by

MR. Nille Rohan D.

Under the uidan!e of

Mrs$ M$ N$ Pa%&a%

M$S($ , M$I$B)

Throu"h

The Dire!tor

BHARTI VIDYAPEETH

INSTITUTE OF MANAGEMENT

#


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KOLHAPUR

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Guides Certificate

This to !ertif$ that the %ro&e!t re%ort entitledSATISFACTION DERIVED BY SUBSCRIBERS OF DIFFERENT

CELLULAR SERVICE COMPANIES

IN

KOLHAPUR CITY

Submitted b$ Mr$ N%%e Ro*a! D$in %artial fulfillment of their 'or( for the

a'ard of the Master of )usiness *dministration +M.).*, submitted to

)harati id$a%eeth Uniersit$/ nstitute 1f Mana"ement/ olha%ur has been

!om%leted under m$ su%erision and "uidan!e.

To the best of m$ (no'led"e and belief the matter %resented b$

them ori"inal in nature and has not been !o%ied do'n from an$ sour!e. *lso

this re%ort has not been submitted earlier for the a'ard of an$ de"ree in

)harati id$a%eeth Uniersit$.

P%a(e+

Date3

Mrs$ M N Pa%&a%

M.S!./M..).

+uide,

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CONTENTS

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CHAPTER 1

INTRODUCTION

OF

THE STUDAY

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1.1 INTRODUCTION!

The telecom service industry is currently inhigh growth phase. Mobile phones have become an

essential and important device for communication in

the modern days. Mobile device are growing in

popularity with reduction in price and improved

functionality. Consumers prefer the flexibility and

versatility of mobile phone device. Mobile phone

facilities easy and faster means of communication andtransact the business, anywhere, anytime at a

reasonable cost.

In India, people of all walks of life now a

days use mobile phones. The decrease in price of

mobile phone set and the tariff has paved the way for

the increased usage of mobile phones among Indians.

The increased usage of mobile phones among Indians.The service providers are depending not only on the

urban areas but are extending their services even to

semi urban and rural areas and this has resulted in

the considerable increase in utilization of mobile

phones in these part of the country. As the market is

almost in the saturation stage in the metro cities, the

service providers are aiming at other cities and ruralareas to extend their service.

The number of mobile phone users in India

has shown a steady increasing tren d in recent past.

Indias total mobile subscriber base has touched the


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15 crores mark with the addition of over 66 lakh

subscribers in January.

While GSM cellular subscriber base crossed

the 11 crores market in January. The number ofCDMA based mobile users as swelled to 3.8 crores

during the month.

CDMA operater added 16.40 lakhs subscribers

in the month, while GSM based cellular companies

added over 50 lakhs new users.

Reliance communication added 11.72 lakhs

CDMA subscribers in January,taking its totalsubscriber base to 2.75 crores.

Tata teleservice subscriber base reached 1.07

crores with addition of 4.63 lakhs subscribers in

January.

With this all India cellular subscriber base

has touched over 11crores at the end of the January

2007 compare to 10.54crores on December 2006.

1." MARKET SHARE OF MOBILE COMPANIES!!

1. Bharti Airtel 21.6%

2. Reliance 20.4%

3. Hutch Essar Group 15.9%

4. BSNL 16.4%

5. Idea Mobile Communication 8.5%6. Tata Teleservice 9.9%

7. Aircel Cellular Ltd. 3.00%

8. MTNL 1.7%

9. Spice Communication 1.7%

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10. BPL (Mumbai) 0.8%

11. HFCL 0.1%

12. Shyam Telelink 0.1%

CDMA MARKET SHARE:--

Tata Indicom ------------------ 25%

Reliance Infocom--------------- 75%

GSM MOBILE OPERATOR MARKET SHARES:--

BHARTI AIRTEL ------------- 28%

BSNL----------------------------- 22.56%

HUTCH--------------------------- 15.05%

RELIANCE ---------------------- 2.97%

IDEA ------------------------------ 12.16%

OTHERS -------------------------- 18%

Now a days many services are provided by

cellular companies to attract the customers. Rising

demand for handsets has led operators to offer other

than voice calls. Thus content or value added

services(vas) market comprising music, wall papers,

ring tones and gaming is growing rapidly. Revenue

from vas such as SMS, ring tones and ring back tones

were about 10% of that recorded last year.

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Companies are providing various offer to the

subscribers e.g. reliance - buy service and get mobile

free. This leads to attract the people to purchase

reliance service.

1.# MOBILE PHONE USA$E IN INDIA !!

In India, people from all walks of life now a days

use mobile phone. The decrease in price of mobile

phone sets and the tariff has paved the ways for the

increased usage of mobile phones among Indians. The

service providers are depending not only on the urbanareas but are extending their services even to the semi

urban and rural areas and this has resulted in the

considrable increase in the utilization of mobile

phones in these parts of country. As the market is

almost in the saturation stage in the metro cities. The

service providers are aiming at other cities and rural

areas to extend their services.

1.% NEED OF THE STUDY!!


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1. To see whether customers are satisfied through

cellular services provided by the different cellular

service companies in Kolhapur city.

2. To see which improvements do the Kolhapurpeople (customer) want from cellular services.

3. To see whether there is scope for cellular

companies to expand their business through

consumer satisfaction.

4. To observe the problems in case of cellular

services faced by customers in Kolhapur city.

1.& OB'ECTIVES OF STUDY!!

1. To measure the level of satisfaction derived by

the subscriber of various cellular companies in

kolhapur city.

2. To find out the factors that influence the

satisfaction derived by the subscribers of cellular

companies in Kolhapur city.

3. To identify expectation of subscribers in

Kolhapur city.

1.( )*++e)ti*, *- dt! Primery data

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The study is based on the primary data

and necessary data requird for the study will be

collected through the structured quesstionnairs

Secondary data

Secondary data will be collected through

the journal, internet and other sources.

1./ Sm0+e Sie! We will approach to 60 cellular subscribers

in Kolhapur city using different cellular services.

CHAPTER 2DATA

INTERPRETATION

AND

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ANALYSIS

TABLE -1 Age wise distribution of sample respondent.

AGE GROUP NO OF

RESPODENT

IN PERCENTAGE

18-25 41 68.33%

25-40 13 31.67%

40-45 06 10.00%

55 ONWARDS - -

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TOTAL 60 100%

INTERPRETATION

The age wise distribution of the sample respondents is

given in table-1 and it reveals that out of 60

respodents 41 respondents (68.33%) are from 18-25

age group, 13 respondents (31.67%) are from 25-40age group, 6 respondents (10%) are from 40-45 age

group.

TABLE 2 GENDER WISE DISTRIBUTION OF SAMPLERESPONDENT

PARTICULARS NO OF

RESPODENT

PERCENTAGE

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MALE 53 88.33%

FEMALE 07 11.64%

TOTAL 60 100%

INTERPRETATION

The age wise distribution of sample respondent is

given in table-2 and it revelas that out of 60

respodents 53 males(88.33%) and 7 femals(11.64%)

are using services of different mobile services. It shows

that number of male subscribers are more than female

subscribers.

TABLE 3 OCCUPATION WISE DISTRIBUTION OF

RESPONDENT

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Occupation No. of

respondents

Percentage (%)

Services 18 30.00

Business 03 05.00Education 37 61.66

Other 02 03.34

INTERPRETATION

The age wise distribution of sample respondent is

given in table 3. It revelas that out of 60 respodent

18 respodents are from service field, 3 from business

field, 37 from education field and 2 from other field.

Therefore occupation wise number of student

subscriber is more.

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TABLE -4 COMPANY PREFERENCE WISE

DISTRIBUTION OF SAMPLE RESPONDENT.

Company Name No. Ofrespondent

Percentage (%)

Reliance 09 15.00

BSNL 12 20.00

Idea 16 26.66

Airtel 10 16.67

Hutch 09 15.00

Tata Indicom 04 06.67Other - -

INTERPRETATION

The company preference wise distribution of sample

shows, idea service is most wide preferred

subscribers. i.e. 26.66% subscribers in kolhapur are

using idea cellular services. After that 20% of

subscribers are using BSNL, 16.67 of subscribers are

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using airtel, the reliance and hutch is some what

equally prefered by subscribers and 6.67% of

subscribers are using tata indicom.

TABLE 5 PREFERENCE WISE DISTRIBUTION OF

SAMPLE RESPONDENT.

Particulars No. Of

Respondent

Percentage

Cost 21 35

Coverage 20 33.33

Roaming 05 O8.34Scheme 14 23.33

INTERPRETATION

The preference factorwise distribution of the sample

respondents is given in table 5 and it reveals that out

of 60 respondents. 21 respondents look at the cost

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factor, 20 look at the coverage factor, 5 respodents

prefer roaming factor, where as 14 respondents prefer

schemes while purchasing.

TABLE -6 SATISFACTION WISE DISTRIBUTION OF

SAPMLE RESPONDENT.

Particulars No. OfRespondent Percentage

Satisfied 50 83.34

Not Satisfied 10 16.66

INTERPRETATION

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This table shows the 83.34% people or customer are

satisfied for using its services and remaining 16.66%

people are not satistfied.

TABLE 7 PREFERENCE GIVEN BY SAMPLE

RESPONDENT TO PREPAID AND POSTPAID.

Particulars No. Of

Respondent

Percentage

Prepaid 47 78.34

Postpaid 13 21.66

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INTERPRETATION

Above table shows 78.34% People Prefer The PrepaidConnection And Only 21.66% Customer Are Using. It

Means Near About 80% People Are Interested Co

Prepaid Services.

TABLE 8 DIFFERENT SERVICES ENJOIED BY

SAMPLE RESPODENTS.

Service No. of

respondent

Percentage

Internet 15 25.00

SMS-schemes 37 61.66

MMS-scheme 04 06.67

Voice call 04 06.67

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INTERPRETATION

Above Table Shows That 25% Of The Subscribers

Are Taking Benifite Of The Internet Service Provided By

Different Mobile Companies. SMS Schemes Are

Enjoyed By Near About 61% Of People. MMS- Schemes

And Voice Calls Are Enjoyed At Equal Rate I.E. 7%

Each. Therefore sms-schemes are largely enjoyed by

subscribers among all schemes.

TABLE 9 NO. OF RESPONDENT VISITING

CUSTOMER CARE CENTER.

Particulars No. Ofrespondent

Percentage(%)

Visited 35 58.33

Not Visited 25 41.67

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INTERPRETATION

This graph shows the how many respondents have

visited to customer care centers. Near about 58% of

respondents have visited to customer care center

where as near about 42% have not visited.

TABLE 10 NO OF RESPODENT MOTIVATED BYADVERTISING AND PUBLICTY.

Particulars No. Of

Respondent

Percentage(%)

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Motivated 38 63.33

Not Motivated 22 36.67

INTERPRETATION

Above table shows that 63% of the respondents are

motivated by advertising and publicity. Where as there

is no impact of advertisement and publicity an 22% of

sample respondent.

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CHAPTER3

FINDINGS

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FINDINGS

1.The 18-25 age group customer are using more

services provided by its companies.

2.Acoording to our study males are using rather

than females.

3.Students and service people are measure

subscribers of mobile services.

4.according to our study IDEA and BSNL are

market leading companies.

5.People prefer to purchase prepaid SIM cards then

postpaid cards.

6.Majority of customers who are using the mobile

services are satisfied by the services provide by

companies.

7.Most of the people purchase the SIM cards by

considering coverage facilites and different

scheams provided by the companies.

8.Majority of subscribers are interested different

SMS schemes and internet faculties provided by

their companies.

9.Near about 60% of subscribers used to visit the

customer care centre of related companies.

10.Advertisement and publicity makes greaterimpact on consumer to buy the mobile services.

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CHAPTER 4

SU9SS1NS

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SUGGESSIONS

1.Mobile companies have to pay attention towards

people above age 40 because there is great scope

of expansion of business.

2.Company should have to provide different schems

specifically for women in order to increase no of

women subscribers. i.e. womens card.

3.Companey have scope of improvement paying

attention towards otherpeople rather than

serviceman and students.

4.Realiance hutch and airtel have scope to improve

market shares and co. like tata indicom have to

take extra efforts.

5.In order to remain in competition companies have

to look after cost,coverage, schemes.

6.Mobile company have to maintain satisfaction

level.

7.Companies have to attract people towards

postpaid cards by providing attractive schemes.

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CHAPTER 5

APPENDIEX

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CHAPTER 6

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