telecom consumer behaviour

8/17/2019 telecom consumer behaviour

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Research Project Report

On

CONSUMER BEHAVIOUR IN CELLULARSERVICES WITH SPECIAL REFERENCE TO

AIRTEL AT GHAIABA!" NCR

Submitted for the partial fulllment of theAward

Of

Master o# B$s%nessA&'%n%strat%on

!EGREE(Session : 2015 - 2016)

SUBMITTE! B(

Sparsh Sin!hal1"0#2$010$

UN!ER THE GUI!ANCE OF

%r& Sarthi 'ouda

!epart'ent o# B$s%ness A&'%n%strat%on ABES ENGINEERING COLLEGE) GHAIABA!


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AFFILIATE! TO

!R" A"P"*" AB!UL +ALAM TECHNICAL UNIVERSIT( ,FORMERL( UTTAR PRA!ESH TECHNICALUNIVERSIT(-) LUC+NOW

Declaration

I “Sparsh Singhal” hereby declare that the work which is being presented in this report

entitled “ CONSUMER BEHAVIOUR IN CELLULAR SERVICES WITH

SPECIAL REFERENCE TO AIRTEL AT GHAZIABAD NCR” is an authentic

record of my own work carried out under the supervision of Mr.“Sarthi Gouda”.

The matter embodied in this report has not been submitted by me for the award of any

other degree !iploma "ertificate.

!epartment of #usiness $dministration %ame of Student& Sparsh Singhal

!ate&


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Certi!icate

This is to certify that the work which is being presented in this report entitled

CONSUMER BEHAVIOUR IN CELLULAR SERVICES WITH SPECIAL

REFERENCE TO AIRTEL AT GHAZIABAD NCR” is an authentic record of thestudent carried out under my supervision. The statements made by the candidate are

correct to the best of my knowledge.

'rof. (!r.) *. +.Singhal %ame of Supervisor& Mr. Sarthi Gouda

,ead& !epartment of #usiness $dministration

!esignation& Senior manager

corporate relations

!ate& !ate&


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5/73

DATE/

PLACE/ GHAZIABAD "SPARSH SINGHAL(

Content Pa'e

C#a$ter, Pa'e No

C#a$ter I 00

0. Introduction of the topic 111

2. %eed of the study 1113. Scope of study 111

4. 5b6ective of study 111

C#a$ter II 0000

0. *eview of 7iterature 111.

C#a$ter III 0000

0. *esearch Methodology (sample si8e- instrument used- methods of data "ollection)

11.

2. 7imitation 111.

C#a$ter IV

0000

0. !ata $nalysis 9 Interpretation

111..

C#a$ter V

0000

0. "onclusion 9 Suggestion

111...


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C#a$ter VI

0000

0. #ibliography (if any) (please refer to the sample format given below.)

1111

C#a$ter VII

0000

1 $ppendices (if any)

1111

CHAPTER I

0. I%T*5!:"TI5%

2. %;;! 5< T,; ST:!=

3. S"5'; 5< T,; ST:!=

4. 5#>;"TI?; 5< T,; ST:!=


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1INTRODUCTION

Intro+.ction o! t#e ,t.+2/

The pro6ect aim is understanding the “"5%S:M;* #;,$?I5:* I%

";77:7$* S;*?I";S IT, S';"I$7 *;


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C.,to%er Ba,e

H-3HD-434 GSM mobile and 2-30A-BDA telemedia customers

(Status as at month ended March- 2D0B)

O$erational

Net*or)

'rovides GSM mobile services in all the 23 telecom circles in

India- and was the first private operator to have an all India

presence.

'rovides telemedia services (fi/ed line) in A4 cities in India.

Re'i,tere+ O!!ice

#harti $irtel 7imited

%ew !elhi F 00D D3D

Tel. %o.& A0 00 40 DDD


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S.4,cri4er Ba,e

The $irtel subscriber base according to "5$I F "ellular 5perator $ssociation of India

as of May 2D0B was&

• !elhi K 4D-BB-HD4

• Mumbai K 24-C-D0

• "hennai K 0C-23-B32

• +olkata K 0C-B2-C3C

• Maharashtra 9 Goa F 43-4B-A4B

• Gu6arat F 3D-D4-C24

• $ndhra 'radesh K B-0-332

• +arnataka K H3-0-BDD

• Tamil %adu K 42-0C-HDB

• +erala K 0H-D3-2AC

• 'un6ab K 32-3A-2DD

• ,aryana K 0D-H-AAD

• :ttar 'radesh (est) K 0-24-DD0

• :ttar 'radesh (;ast) K 3C-AH-2HC

• *a6asthan K 42-42-DD

• Madhya 'radesh K 3D-C4-HH

• est #engal 9 $ndaman and %icobar K 20-D-03


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PRODUCT PROFILE

Pre$ai+/

"onsumers can enter the world of limitless possibilities with $irtel 'repaid. The service

that helps customers- give words to every feeling- an e/pression to every emotion.

Feat.re,

,ere are some of the many advantages that %ew $irtel 'repaid brings customers.

0. Total "ost "ontrol

2. 're activated ST!IS! without deposits or rentals

3. Strong %etwork coverage

4. Instant #alance and ?alidity ;nLuiry

B. *echarge your $irtel 'repaid

. 'repaid *oaming

H. More with $irtel 'repaid

C. *each us $nytime $nywhere

Total Co,t Control

"ustomers can control their $irtel 'repaid like never before. %o more rentals or

deposits K simply recharge as much as they need to from as low as *s. 0D- to as high as

*s. 0D-DDDF.

Pre acti5ate+ STD&ISD *it#o.t +e$o,it, or rental,

"ustomers can now en6oy a preFactivated ST!IS! on their $irtel 'repaid. %o more

paying deposits or having a minimum balance in their account to make an ST!IS!

call. ,assleFfree calls are here to stay for more information on ST!IS! rates in their

circle new.

Stron' Net*or) Co5era'e


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"onsumers would in their own city. hile traveling abroad "onsumers can receive calls

9 send or receive SMS.

More *it# Airtel Pre$ai+

$irtel brings consumers- a wide range of Services that will change the way they

communicate. "onsumers can try them and discover a whole new world of fun and

e/citement.

Po,t$ai+/

7ife becomes much simpler with the $irtel 'ostpaid. It gives consumers the unlimited

freedom to reach out to people in their special way.

Feat.re,

"onsumers can check out the e/citing features they can en6oy with an $irtel 'ostpaid

"onnection&

;asy #illing

;asy 'ayment 5ptions. $nytime- $nywhere.

"redit 7imit

Strong %etwork "overage

7ong !istance "alling


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Ea,2 Billin'

"onsumers can en6oy a host of rich features only with $irtel eFbill.They have to

*egister free on QMy $irtelN section and view their monthly bill with call details for last

three months. Sort their calls between personal and official or analy8e their usage- at the

click of a button.

Ea,2 Pa2%ent O$tion, An2ti%e An2*#ere

"onsumers can choose from a host of convenient payment options only with

$irtel.They have to alk into any $irtel relationship centre and make their payments by

cash or credit card.

Stan+in' In,tr.ction,

"onsumers can give standing instructions to debit their credit card account for their

monthly $irtel bills. $ll they have to do is fill the Standing Instruction


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$irtel has introduced J$nywhere paymentJ that offers consumers the convenience of

making payments while they roam.They can walk in to any $irtel *elationship "entre

in the country- make payments by cash or credit card and en6oy uninterrupted $irtel

Services.

Cre+it li%it

"onsumerNs preFset credit limit mentioned on their monthly bill helps them keep their

mobile charges in control- keeps track of their usage and ensures that their mobile phone

is not misused. Should they e/ceed their credit limit-They will be informed via a voice

or a nonFvoice message to make an interim payment and reduce their account balance

below their credit limit.

"onsumers may also choose to pay an additional refundable deposit to enhance their

credit limit or opt for convenient payment method of "redit "ard Standing

instruction .They can also make use of ;"S facility.

Stron' Net*or) Co5era'e

"onsumers can en6oy complete clarity when calling with $irtel .It offers them world

class technology and unbreakable network coverage that spans over 23 circles across the

country.

Lon' Di,tance Callin' Facilit2.

"onsumers can call long distance calls in India and 5verseas with ST! IS! facility on

their $irtel phone.


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Wi+e,t Roa%in' 7 National an+ International

$irtelJs roaming service allows consumers to stay connected and use their mobile phone

to make or receive calls from almost anywhere in India and also over 0D countries-

abroad.

GPRS 7 Roa%in'

"onsumers can use $irtel 'ostpaidJs G'*S services- while roaming- to access the

internet and office mails (eg. #lack#erry services)- from almost anywhere in India and

abroad.

Co%$etitor, o! t#e or'ani3ation

In Gha8ibad %"*- $irtel will face competition from ?oadafone- Idea-#S%7- *eliance

and - Tata Indicom.

I+ea/ Idea "ellular is a wireless telephony company operating invarious states in India.

It initially started in 0AAB as a 6oint venture between the Tatas- $ditya #irla Group and

$T9Tby merging RJings "ellularJR operating in Madhya'radesh- :' est- *a6asthan

and Tata "ellular as well as#irla $T9T "ommunications.Initially having a very limited

footprint in the GSM arena-the acLuisition of ;scotel in 2DD4 gave Idea a truly panF

India presence covering Maharashtra- Goa- Gu6arat-$ndhra 'radesh- Madhya 'radesh-

"hhattisgarh- :ttar'radesh (;ast and est)- ,aryana- +erala- *a6asthan and!elhi

(inclusive of %"*) H.The company has its retail outlets under the RIdea nJ :Rbanner.

The company has also been the first to offerfle/ible tariff plans for prepaid customers. It

also offersG'*S services in urban areas.


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Reliance/ *eliance "ommunications (formerly *eliance Infocomm)-along with

*eliance Telecom and


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Vo+a!one/ ?odafone "ommunication- previously ,utchison ;ssar is a

cellularoperator in India that covers 20 telecom circles in India.!espite the official

name being ?odafone "ommunication- itsproducts are simply branded ?odafone.

It offers bothprepaid and postpaid GSM cellular phone coveragethroughout India and is

especially strong in the ma6ormetros.?odafone "ommunication provides 2G services

based on ADD M,8and 0CDD M,8 digital GSM technology- offering voiceand data

services in 20 of the countryJs 23 license areas

Tata Co%%.nication& Tata Teleservices 7imited (TTS7) is a part of the Tata Group

of companies- an Indian conglomerate. It runs under the brand name Tata

"ommunication in India- in various telecom circles of India.

The company forms part of the Tata GroupJs presence in the Telecommunication

Industry in India- along with Tata Teleservices (Maharashtra) 7imited (TTM7) and

T$T$ "5MM:%I"$TI5%S 7T!. It was founded in the year 2DDD and its chairman is

Mr. *atan Tata. In


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demand elastic- relating customers and maintaining brand loyalty amongst them is a

very challenging task for the companies. In the introduction “M5#I7;

'5*T$#I7IT=” has worsted the situation even more.So there was a need to understand

the behavior of consumer in this dynamic enviournment. The study aims at

understanding consumer behavior across the industry.

W#2 St.+2 Con,.%er Be#a5ior:

The study of consumer behavior provides companies with valuable information about

its consumers and prospects- including probable likes and dislikes- spending patterns

and motivators to purchase. This information helps companies time product launches

and sales promotions- schedule customer service staff and more.

Mar)etin' Strate'2

"onsumer research allows companies to market more effectively by including images

and te/t designed to resonate with a target demographic and by scheduling those ads

during certain shows or time slots. $s well- understanding behavior may lead to changes

in the design of a pilot product- a productJs packaging or its position within the store.

:nderstanding why customers buy what they do also helps a company create campaigns

to encourage repeat purchase and referrals.

;SCOPE OF THE STUD9

The scope of the study entitled R"onsumer behaviour with particular reference to $irtel

in Gha8iabad. %"* R is to understand what the consumer want- how they make the


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various choice decision or what are their sources of information and influence process

etc.

!uring my eight week training in $irtel in Gha8iabad. %"*- I found the following

scope- which are greatly related to my study F

(i) I got various practical information which should be helpful in building career as

an M#$.

(ii) To develop public relations in Market.

(iii) To get a perfect knowledge about the strategies for holding potential customers.

(iv) To get information about various managerial levels and their functions.

(v) This research is useful for $irtel to understand the e/pectations and

reLuirements of customers to serve them in a better way.

(vi) To analy8e the customer opinion and satisfaction with specific reference to $irtel.

(vii) To suggest some guidelines to $irtel in order to provide better focused service.


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(iv) To identify the dominating as well as abstaining factors of customers which has

influential impact for availing the mobile services.

(v) To identify the customers on the basis of area- age and income group and

occupation who are willing to avail mobile services of $irtel.

(vi) To identify the factors which are considered by the customer in their pre

purchase decisions.

(vii) To identify the overall position of competitor companies.


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CHAPTER II

0. *eview of 7iterature


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Re5ie* o! Literat.re

1 Theoretical $spect F "onsumer #ehavior

8 'ractical aspect K "onsumer #ehavior

T#eoretical A,$ect > Con,.%er Be#a5ior

PRODUCT / $nything that can be offered to a market for attention. $cLuisition- use or

consumption and that might satisfy a want or need.

CONSUMER /'ersons that have need as well as ability and authority to purchase that

goods and services.

CONSUMER BEHAVIOR/ The term R"onsumer #ehaviourR refers to the behaviour

that consumer display in search for purchasing- using evaluation and disposition of

products and services that they e/pect will satisfy their needs. The study of consumer

behaviour is the study of how individuals make decisions to spend their available

resources (time- money- effort) on consumption related items.

It include the study of what they buy- why they buy it when they buy where they buy it-

how often they buy it and how often they use it. In this process the consumer

deliberated within himself before the finally makes a purchase or more.

This deliberation relates to many variables and is aimed to solving consumption

problem. $mong these problems the first and foremost is to decide whether to spend

money or to save it.

5nce a decision is taken to spend money the second problem is to decide what to buy

because the resources are limited and needs are multiple. Therefore needs are to be

marked in priority terms.


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"1( CULTURAL FACTORS /

"ulture factors have great impact on consumer behaviour. The roles played by the

buyerJs culture- subculture and social class are particularly.

CULTURE/

"ulture is the most fundamental determinants of a personJs wants and behaviour. The

growing child acLuires a set of values- perceptions- preference and behaviour through

his or her family and others key institutions. $ child growing up in $merica is e/posed

to the following values i.e. achievement and success- activity efficiency- practical

progress material comfort- individualism- freedom e/ternal comfort- humanitarianism

and youthfulness.

SUB CULTURE/

;ach culture consists of smaller subFculture that provide more specific identification

and sociali8ation for their members- subFculture includes nationalities- religious- radial

group and geographic regions- many subFcultures make important market segment and

marketers often design product and market programs according to their needs.

SOCIAL CLASS/

?irtually all human societies e/hibit social stratification. Stratification sometimes takes

the form of a caste system where the members of different caste are reared for certain

roles and cannot change their caste membership. More freLuently stratification takes the

form of social classes. Social classes are relatively homogenous and enduring divisions

in a society- which are hierarchically ordered and whose members share similar values-

interests and behaviour.

Social classes are divided into seven terms &F

:pper F upper class


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products that satisfy wants and desires of the children. Many Luestion arise in the whole

family but a marketer has to think that who is the main purchaser of family.

In the case of e/pensive products services- husband and wives engage in more 6oint

decision making. The marketers need to determine which member normally has the

greater influence in choosing various products often it is a matter of who has more

power or e/pertise.

Here are T2$ical $ro+.ct $attern,

H.,4an+ +o%inant /7 7ife insurance- $utomobiles- T.?.

Wi!e +o%inant / 7 ashing Machine-


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AGE AND LIFE C9CLE STAGE/ 'eople buy different goods and services over their

lifetime. The eat baby food in the years- matured foods in the growing and mature years-

and special diets in the latter years. 'eopleJs taste in clothes furniture and recreation is

also age related.

"onsumption is also shaped by the stage of the family life cycle. Marketers often

choose life cycle groups as their target market.

Some recent work has identified psychological life cycle stages. $dults e/perience

certain RpassagesR or transformations as they go through life markers pay close attention

to changing life circumstances divorce widowhood remarriage and their effect on

consumption behaviour.

OCCUPATION/

$ personJs occupation also influences his or her consumption pattern. $ blue collar

worker will buy work clothes work shoes- lunch bo/. $ companyJs president will buy

e/pensive suits- air travel- country club membership and a large sail boat. Marketers try

to identify the occupational groups that above average interest in their product and

services. $ company can even se/uali8e their computers software companies will design

different computers software for brand manager- engineers- lawyers and physicians.

ECONOMIC CIRCUMSTANCES/

'roduct choice is greatly affected by ones economic circumstances. 'eopleJs economic

circumstances consists or their spendable income- its level stability and time pattern-

saving and assets including the percentage that is liLuid debts- borrowing power and

attitudes towards spending versus saving.


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LIFE ST9LE/

'eople coming from the same subFculture- social class and occupation may lead Luite

different lifestyles. $ personJs life is the personJs pattern of living in the world as

e/pressed in the personJs activities- interest and opinions. 7ifestyle portrays the Rwhole

personR interacting with his or her environment. Marketers will search for relationship

between their product and lifestyle groups. $ computer manufacturer may find that most

computer buyers are achievement oriented. The marketer may then aim the brand more

clearly at the achiever lifestyle.

PERSONALIT9 AND SELF CONCEPT/

;ach person has a distinct personality that will influence his or her buying behaviour.

#y personality we mean the personJs distinguishing psychological characteristics that

lead to relatively consistent and ending responses to his or her environment. 'ersonality

is usually described in terms of such facts as self confidence- dominance- autonomy

difference- sociability- defensiveness and adaptability.

"


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5ther needs are psychogenic U they arises from needs are psychogenic they arises from

psychological states of tension such as the need for recognition- esteem- or belonging. $

need becomes motive when it is aroused to a sufficient level of intensity. $ motive is

need that is sufficiently pressing to drive the person to act.

PERCEPTION/

'erception is the process by which an individual organi8ation select interprets

information- inputs to create a meaningful picture of the world.'erception depends not

only on the physical stumuli but also on the stimuli relation to the surrounding field and

on condition within the individual.The key word is the definition of perception of

individual. 5ne person might perceive a fast talking sales person as aggressive and in

sincere- another as intelligent and helpful. 'eople can emerged with different perception

of the some ob6ect because of three perceptual process- selective attention- selective

distortion and selective retention.

LEARNING/

7earning involves changes in an individualJs behaviour arising from e/perience. Most

human behaviour learned learning theorists believe that learning is produced through

the interplay of desirous- stimuli- cues responses and reinforcement.

BELIEFS AND ATTITUDES/

Through doing and learning people acLuired beliefs and attitudes. These turns influence

buying behaviour. $ belief is a descriptive thoughts that a person holds about

something.#elieves may be based on knowledge- opinion or faith. They may or may not

carry emotional charges- of course manufacturer are very interested in the beliefs.

'eople carry in their heads about their products and services.


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$n attitude is a personNs enduring favourable or unfavourale evaluation emotional

feelings and action tendencies towards some ob6ect or ideas.

'eople have attitude towards almost everything politics clothes music- food. $ttitudes

put them into a frame of mind of disliking and ob6ect moving towards or away from it.

$ttitudes lead people to behave in fairly consistent way towards similar ob6ect.

'eople do not have to interpret and every ob6ect in a fresh way- because attitudes

economi8e on energy and thought- they are very difficult to change. $ person attitude

settle into a consistent pattern to change a single attitude may reLuire ma6or ad6ustment

in other attitudes.

A PRACTICAL ASPECT OF CONSUMER BEHAVIOR

To get the overview of customer regarding consumer behaviour-


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(A) If not- what is the reason V

(0D) If available- would you like to switch over to any other ServiceproviderV

If- yes when will you like to switch over V

(00) hich connection would you prefer to take V

(02) $re you aware of $irtel V

(03) hat would be your main e/pectation from $irtel Service 'rovider V

(04) hat additional feature would you like to have with $irtel V

(0B) hat facilities you would reLuire with recharge coupons V

Mostly attitude were towards $irtel. #ecause $irtel has good coverage in *ural as

well as :rban areas of Gha8iabad %"*. Mostly customers prefer prepaid connections

in comparison to postpaid connection. The reason behind people choice towards $irtel

because $irtel gives e/citing and innovative services with world class technologies

including 2.B G- G'*S- $'- Intelligent %etworks- Multimedia Messaging Service-

"omplete Internet $ccess and many more.

Some people gave misleading answers.


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(3) #illing #reakup (E)

i) ST! ii) IS! iii) 75"$7

(4) Telecom !ealer

(B) %o. of Sim sold per month

() ?alue of *echarge sold per month.

(H) #reak down time in a Month.

(C) Ma6or 'roblem.

I found during conduction of survey that total '"5 connection were related with MT%7

mostly them T$T$- *;7I$%"; and $I*T;7.Many '"5 dealers sell SIM cards and

recharge vouchers of different cellular companies. Many '"5 dealers were satisfied

with $irtel and #S%7. #ecause $irtel provides good facilities to their "ustomers.


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CHAPTER III

0. *esearch Methodology

2. 7imitation


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RESEARCH METHODOLOG9

The methodology used in the study in deductive 9 analytical. $ Survey was conducted

about brand R$irtelR and its market status and also to analyse consumer behaviour. The

available secondary sources has been also consulted to complete the work besides

obtaining the primary information about the market.

The information regarding market status and availability of different brands of #harti

"ellular 7td. R$irtelR have been collected by interviewing different sources such as

'"5 dealers- other authorised dealers of $irtel as well as of other competitor brands-

doctors- ;ngineers- #usinessman- 'rofessors- shopkeepers and general e/isting

customers directly.

RESEARCH METHODOLOG9 CAN BE SUB7HEADING B9/

0. *esearch

2. *esearch !esign

3. Sampling !esign

4. !ata "ollection

B. Tools and TechniLues

. Sampling Si8e

H. Interpretation of the report


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1 RESEARCH

*esearch in common parlance refers to a search for knowledge. 5ne can also

define research as a scientific and systematic search for pertinent information on

a specific topic& The meaning of research is Ra careful investigation or inLuiry

specially through search for new facts in any branch of knowledgeR $ccording

to "lifford oody K research comprises defining and redefining problems

formulating hypothesis or suggested solutionsU collecting- organi8ing and

evaluating- dataU making deductions and reaching conclusionsU and at last

carefully testing the conclusions to determines whether they fit the formulating

hypothesis.

T9PES OF RESEARCHS/

There are three types of research designs&

• ;/ploratory research

• !escriptive research

• ;/perimental research

E@PLORATOR9 RESEARCH/

Ideally all marketing research pro6ects must start with an e/ploratory research as

this helps in providing a sharper focus of the situation and a clearer definition of the

problem at hand. The e/ploratory research design- as the name suggests- involves

getting a feel of the situation and emphasi8es a discovery of ideas and possible insights

that may help in identifying areas of further rigorous study.


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The main ob6ective of the e/ploratory research is to fine tune the broad problem into

specific problem statement and generate possible hypotheses. It therefore- gives useful

direction for further research.

The e/ploratory studies are mainly used for&

0) 'roviding information to enable a more precise problem definition or hypothesis

formulation.

2) ;stablishing research priorities.

3) Giving the researcher a feel of the problem situation and familiari8ing him with the

problem.

4) "ollecting information about possible problems in carrying out research- using

specific collection tools and specific techniLues for analysis.

Since e/ploratory studies are not conclusive studies- the design of the study is highly

fle/ible and informal. ,owever- rarely ever does formal design e/ist in case of

e/ploratory studies. Structured andor standardi8ed Luestionnaires are replaced by

6udgments and intuitive Interpretation drawing on the basis of collected data.

"onvenience sampling rather than probability sampling characteri8es e/ploratory

designs.

The generally used methods in e/ploratory research are&

a) Survey of e/isting literature

b) Survey of e/perienced individuals

c) $nalysis of selected case situations.


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DESCRIPTIVE/

'rimarily in use for preliminary studies- these types of designs are employed to facilitate

description and Interpretation building about population parameters and the relationship

among two or more variables. !escription or Interpretation could be QLuantitative or

Lualitative in nature. !escriptive designs only describe the phenomenon under study

attempting to establish a relationship between factors. The data collected may relate to

the demographically or the behavioral variables of respondents under study or some

situational variables.


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Panel Re,earc# De,i'n/

$lso known as longitudinal research- the panel design involves the continual or periodic

information collection from a fi/ed panel or sample of respondents. The elements of this

panels may be retail outlets- dealArs- consumers or 6ust individuals. $ panel is e/pected

to be constant over time and ad6ustments are made to provide for dropouts and

representativeness. $ continual measurement of variables relating to the elements of the

panel provides a very good idea of their response patterns and may provide clues for

future behavior .The longitude analysis used involves repeated measurements of the

same variables to facilitate a variety of Interpretations to be drawn about the behavior of

the elements of the panel. *ecently the omnibus panel has also been devised where

though a fi/ed sample of elements is maintained but the information collected from the

sample members may vary over time or vary between individuals.


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"onsider the following e/amples& $n instant food manufacturing company has provided

display racks for its retailers so that its product can be prominently displayed.

#efore embarking upon a second round of distribution of these racks- it wants to find

out how many retailers are actually using the racks and the type of retail establishments

that are using them.

$n electronics goods company which provides high Luality after sales service to its

customers and wants to evaluate the customer response to it. %one of the e/amples

given above seek to establish causal relationships. "ross sectional studies may however

uncover relationships- which may be conclusively tested by using the e/perimental

designs. The cross sectional studies may have an informal design rather than an

e/plicitly described design. hen the latter is the case- the design only includes the

nature and the source of data- the analytical methods and the nature of the e/pected

results.

In this 'ro6ect e$lorator2 +e,cri$ti5e research design has been used.

E@PERIMENTAL RESEARCH/

True e/perimental design provides a stronger and more reliable basis for the e/istence

of casual relationship between variables.

,ere- the researcher is able to eliminate all e/traneous variables from the e/perimental

and the control group through the use of a random selection procedure. 5ne of the

advantages of using random selection procedure is that we can use inferential statistical

techniLues for the analysis of e/perimental results. 5ne such techniLue is the analysis of

variance. The following e/perimental designs will be discussed in this section.


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researcher study has to its own specific purpose- we may thin of research

ob6ectives as falling into a number of following broad groupings.

0. To gain familiarity with a phenomenon or to achieve new insights into it.

2. To portray accurately the characteristics of a particular individual- situation

or a group.

3. To determine the freLuency with which something occurs or with it is

associated with something else.

4. To test a hypothesis of a casual relationship between variables.

8 RESEARCH DESIGN

$ research design is purely and simply the frame work of plan fro a study that guides.

the collection and analysis of the data. $pplication and specification are the main

characteristic in a research design. Marketing research designs can be classified on the

basis of the fundamental ob6ectives of the research. There are mainly three types

research design.

a. ;/ploratory

b. "onclusive

(i) !escriptive (ii) "ausal

Since our research is descriptive type- so research design is also descriptive.

Re,earc# De,i'n in Ca,e o! De,cri$ti5e Re,earc#/

These designs are used for some definite purpose. $ number of marketing

research studies are based on such designs. It is focused on the accurate

description of the variables present in the problem.


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These designs try to find a complete and accurate description of a problem

situation by providing specified methods for selecting the sources of information

and the procedure for collecting data from these sources.

The data is collected in such a manner that the ambiguous nature of cause and

effect relationship in the phenomenon is reduced to ma/imum e/tent.

I%$ortance o! De,cri$ti5e Re,earc#/

0. These are able to describe the characteristic of certain groups.

2. Specific predictions are possible

3. "an study relationship between two or more variables.

!escriptive !esigns can be divides in two main categories&

(0) "ase method (2) Statistical Method

; SAMPLING DESIGN

Sampling is the process of obtaining information about an entire population by

e/amining only a part of it. Sampling is used fro a variety of reasons such as &

(i) Sampling can save time and money

(ii) Sampling may enable more accurate measurements.

(iii) Sampling remains the only way when populations contains infinitely

many members

(iv) Sampling only remains the only choice when a test involves the

destruction of the item under study

Sa%$lin' Met#o+, are +i5i+e+/

0. 'robability sampling


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2. %onFprobability Sampling

In my research probability sampling is used. $gain in probability sampling

simple random sampling is used. This sampling is stratified system.

Sa%$le Si3e 70DD Area T2$e > "ustomer- dealer- !istributor.


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In %2 $ro-ect Pri%ar2 +ata collecte+ *it# t#e #el$ o! 6.e,tionnaire *#ic#

i, ., ,tr.ct.re+ 6.e,tionnaire T#e ,a%$le ,i3e ta)en *a, 1 re,$on+nt,

"4( Secon+ar2 Data/ The secondary data are those which have already been

collected by someone else and which have been already been passed through the

statistical process.

In %2 re,earc# t#e ,econ+ar2 +ata collecte+ !ro% t#e co%$an2 ,ale,

$ro+.ction an+ ot#er recor+, T#e ot#er +ata *a, collecte+ !ro% re,earc#

re$ort

TOOLS AND TECHNIUES

The data was collected through Luestionnaire method and personal interview.

$gain the research is descriptive type. The analysis is done through the tabular

and graphical representation.

INTERPRETATION

$fter the data have been collected I turn to the task of analy8ing them. The

analysis of the data. It Is done by the guidance of the faculty member of

Institute. The data are analy8ed by graphical and tabular form. $fter the analysis-

I found the result. Then the personal recommendations are given. $fter all the

above the conclusion is given.


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LIMITATION

The pro6ect is submitted to certain limitations I may not claim cent percent suretyU for

the pro6ect to be authoritative and authentic. =et I had taken every care to prepare it as

authentically. The authorities in the sales department of #harti ”$irtel” at Gha8iabad

provided me necessary information about the market. The dealer- sub dealer and many

customers also coFoperated with me and gave their valuable time for the completion of

the present study. ,owever there were some problem which could not be avoided. $ few

limitations were felt by me during summer training programme which are given

below &F

(0) The time factor was the most important limitation in preparing this report. ;ight

weeks were not enough toU collect all the reLuired information and come to a

final conclusion. !ue to lack of time a more e/haustive report could not be

possible.

(2) The lack of availability of time on the part of the authorities of the company.

(3) %on availability of any annual report and 6ournals with the company.

(4) The season was also not very helpful. Socording head deterred us from heavy

work at times.

(B) 7ikely hood of a few errors in my interpretation of data related to the income

group of the consumers. 'eople were generally not inclined to disclose the actual

income or they avoided giving the actual figures.

() Sometimes the addressees procured were not clear.

(H) Misleading information from the respondents or refusal of their to coFoperate.

(C) The study was carried out within the geographical limits.


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(A) In the case of data collection some telephones numbers given did not ascribe to

the right person. ;ither the person had left the place or the number was

transferred to a different person.

(0D) 7ack of time is important factor.

!espite having the above limitations the researcher has tried his best to come as

close as possible to the facts in preparing the report.


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CHAPTER IV

0. !ata $nalysis 9 Interpretation


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DATA ANAL9SIS AND INTERPRETAITION

!ue to rapid changes in Technology- "ompetitor and "onsumer preferences a company

can not to stick solely with its e/isting products and services. "ustomers wants the new

and improved product that comes about competitor. $ company may obtain new product

development in companyJs own research and development. To serve this purpose

R$irtelR has *esearch and development department which develops new shades with

innovative features as per the demand of the market. To improvise this products or

services they collects information from the research person about their competitors

products.

$irtel is the largest networking in India. It provides good network and new technology

to their subscribers.

My e/tensive survey is based on Luestionnaire having closed ended Luestions given by

the organi8ation R$irtel.R !uring conducting survey views of the customers who are

using presently mobile phone were taken into consideration. The sample si8e was 0DD

from the school- college and hospital- Gha8iabad. %"* "hamber of "ommerce- 7ions

"lub- *otary "lub- Marwari =uva Manch- #anks and many other institutions and

organi8ation. Main view was given to know the satisfactiondissatisfaction of the

customer who are presently using mobile phone from their e/isting service provider as

well as what is their main e/pectation from coming service provider called R$irtelR.


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WF0. hat is your occupationV

Total %umber of *espondents X 0DD

Total %o. of Wuestions X 0A

%ame of 'lace & Gha8iabad. %"*.

#usinessmen Servicemen Student 'rofessional ,ousewife 5thers

CE 0DE 2E CE DE 02E

68%10%

2%

8% 12%

Occupation

Businessmen Servicemen Student Professional Housewife

Others

Inter$retation / !uring the conduction of Interview I found that CE businessmen-

0DE servicemen- 2E Students- CE 'rofessionals- and 02E others are using cellular

mobile in Gha8iabad. %"*.

*e. Wuestionnaire

WF2. hat is your annual IncomeV


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D.B F 0.D 7acs 0.D F 2.D 7acs 2.D F B.D 7acs

2DE DE 2DE

20%

60%

20%

Annual Income

0.5 1.0 !acs 1.0 2.0 !acs 2.0 5.0 !acs

Inter$retation / !uring the conduction of Interview I found that 2DE people- having

annual income D.Blacs to 0.D lacs- DE people having annual income 0.D lacs to 2.D

lacs- 2DE people having annual income 2.D lacs to B.D lacs are using cellular mobile in

Gha8iabad. %"*.

WF3. !o you use any mobile connectionV


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=es %o

CDE 2DE

80%

20%

Mobile User

"es #o

Inter$retation / !uring the conduction of Interview I found that CDE people having

mobile in Gha8iabad. %"*.

WF4. ,ow many connections you are using right nowV



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%ame of 'lace & Gha8iabad. %"*

0 "onnection 2 "onnection More than 2 "onnection

CBE 0DE BE

85%

10% 5%

No. of Connection Using

1 $onnection 2 $onnection %ore than 2 $onnection

Inter$retation / !uring the conduction of Interview I found that CBE people using 0

mobile connection- 0DE people using 2 mobile connectionand BE people using more

than 2 mobile connection in Gha8iabad. %"*.

WFB. which connection you are using right nowV



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$irtel *eliance ?odafone Idea T$T$ I%!I"5M3DE 2BE 2DE 2DE BE

&0%

25%20%

20%5%

To Measure which connection are using

'irtel (eliance )odafone *dea +'+' *ndicom

Inter$retation / !uring the conduction of Interview I found that 3DE people using

$irtel connection- 2BE people using *eliance- 2DE people using ?odafone- 2DE people

using Idea 9 only BE people using Tata Indicomm mobile connection in Gha8iabad.

%"*.

WF.


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0 F 2 =ear 2 F 3 =ear 3 F 4 =ear More than 4 =ear

BDE 3DE 0BE BE

50%

&0%

15%5%

Duration of Using

1 2 "ear 2 & "ear & , "ear ore than , "ear

Inter$retation / !uring the conduction of Interview I found that BDE people using

Mobile during 0 F 2 year- 3DE people using mobile during 2 F 3 years- 0BE people using

mobile during 3 F 4 years and only BE people using mobile than 4 =ears.

WFH. what is the monthly spend on Mobile 'honeV




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Y3DD 3DDFBDD BDDF0DDD 0DDDF2DDD Z2DDD

0 4D 20 0H

repaid ostpaid

0

10

20

#0

"0

50

60

$0

*0

+0

Inter$retation / It is concluded that the most of customer are spending between 3DDF

BDD monthly in their Mobile 'hone.

WFC. $re you satisfied with "urrent Service 'roviderV




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=es %o

3BE BE

0

0&1

0&2

0

0&"

0&5

0&6

0&$

0&*

0&+

1

Inter$retation / 5verall it could be concluded from the above diagram that ABE

customers are not satisfied with the e/isting service provider and rest only BE

customers are satisfied with the current service provider.

WFA. If not -what is the reasonV



%etwork

'roblem

%o Service in

*emote $rea

'oor ?oice ,igh Tariff

*ate

rong

#illing

'oor "ustomer

Service


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BDE 2DE 2E 0AE 0E CE

#etw or- Prolem#o Service in (emote 'reaPoor )oice Hi/h +ariff (ate ron/ Billin/Poor $ustomer Service0

10

20

&0

,0

50

6050

20

2

1

18

Reason for Dissatisfaction

Inter$retation / hen I asked that they are satisfied with their current service provider

9 I found that about BDE customers are not satisfied with their current service provider

due to networking problem and poor coverage. !uring my survey I found that only BE

customers are satisfied with MT%7 cellular mobile due to availability in rural area.

$bout 0AE subscribers are not satisfied with current service provider due to high Tariff

rate as well as wrong billing was also found ma6or cause of dissatisfaction.

WF0D. If available-would you like to switch over to any other service providerVIf

yes-when will you like to switch overV

To measure the possible Time within which the customer of current service providers

are ready to switch over to $irtel.hen I asked whether the subscriber would like to

switch over to e/isting service provider found that almost ABE customers are ready to


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change their service provider due to not getting proper service and good network

including rural and urban areas.

Total %o. of *espondents X 0DD

%ame of 'lace & Gha8iabad. %"*

within 0B days within one month within 3 months after 3 months

CDE 0DE CE 2E

80%

10%8% 2%

Read to !witch O"er

w ithin 15 das w ithin one month w ithin & months af ter & months

Inter$retation / $fter analysis data I found that CDE customer are ready to switch over

their current service provider within 0B days- 0DE are ready to switchover within one

month- CE are ready to switch over within 3 months and only 2E are ready to switch

over after 3 months.

WF00. hich connection would you prefer to takeV



'repaid 'ostpaid

ABE BE


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5%

5%

Connection #referred

Pre3aid Post3aid

Inter$retation / $fter analysis data I found that ABE subscribers prefer to take

connection of prepaid and rest of prefer to take postpaid.

WF02. $re you aware of $irtelV


%ame of 'lace & Gha8iabad. %"* .

'repaid 'ostpaid

CDE 2DE


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repaid ostpaid

0

10

20

#0

"0

50

60

$0

*0

+0

Inter$retation / !uring survey- I found that all subscribers are aware of $irtel.

WF03. hat would be your main e/pectation from $irtel service providerV



Good coverage

clarity and

connectivity

$vailability at all places

including rural 9 :rban

area

Good customer

service

"ompetitive

tariff


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4DE 3DE 0DE 2DE

,0%

&0%

10%

20%

To Measure the Main $%pectation of Customer from the Airtel

4ood covera/e 'vaila.il i t 4ood customer service $om3etitive tariff

Inter$retation / $fter analy8ing the data I found that customers are very much

dissatisfied with current service provider due to not getting good network coverage- so

their main e/pectation from $irtel is to have networking and good coverage.

WF04. hat facilities you would reLuire with recharge couponsV



7ow !enomination 7onger ?alidity

0BE CBE


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15%

85%

&acilities with Recharge Coupons

!ow enomination !on/er )alidit

Inter$retation / $fter analy8ing the data I found that CBE subscribers are in favour of

longer validity with recharge coupons and rest 0BE are in favour of low denomation..

WF0B. hat additional features would you like to have with $irtelV




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?$S *echarging on

*oaming

More options for recharging paper

coupons

0BE CBE BBE

&0%

15%

55%

Additional &eatures added with Airtel

)'S (echar/in/ on (oamin/

ore o3tions for rechar/in/ 3a3er cou3ons

Inter$retation / !uring survey I found that BBE subscribers are in favour of more

option for recharging paper coupons- 3DE subscribers are in favour of ?$S- 0BE

subscribers are in favour of *echarging on *oaming.


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CHAPTER V

0. "onclusion 9 Suggestion

CONCLUSION


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#harti TeleF?entures 7td. R$irtelR is one of the best awarded world communication in

India. Its brand name is R$irtelR.

$fter analy8ing the information- gathered by opinions of respondents- in the study

consisting of 0DD respondents researcher reached on following conclusions &F

In Gha8iabad. %"* 2DE of subscriber belong to D.B F 0.D lacs in annual income- DE

belonging to 0.D F 2.D lacs and 2DE belonging to 2.D F B.D lacs annual income.

• Mostly businessmen are using cellular mobile for their business purpose.

• In Gha8iabad %"* many subscribers take connection of Idea. cellular

mobile- because its availability at all places including *ural and :rban area

as well as tariff plans are

• cheap.

• !uring the conduction of Interview I found that 0DDE respondents are aware

of $irtel.

• Many respondents are dissatisfied with *T7 due to lack of good network in

#ihar as well as high tariff plan.

• !uring the conduction of survey I found that CDE respondents will take

connection of $irtel- immediately- 0BE respondents will take 0B days and

only BE will take connection of $irtel within one months.

• Many subscribers said $irtel provides good network in India- I e/pect from

$irtel such facilities will be provided in #ihar.

•


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SUGGESTIONS

$s we know that #harti Televentures 7td. is an reputed Telecommunication

organi8ation in India. ;very good organi8ation have some demerits- which can

eliminated through study of different organi8ation factor to improve that organi8ational

image and status.

5n the basis of e/tensive study there are some suggestions and conclusion which can

help to improve the organi8ational image and states.

These are as follows &F

(0) In the market the immediate competitor of $irtel is ?odafone- Idea- $ircel-

:ninor- Tata Indicom and *eliance Gha8iabad %"*.

(2) M.T.%.7. and *eliance do not provide good network to their subscribers. So

main e/pectation from $irtel to provide best networking and good coverage to

their subscribers.

(3) Tariff plan should be competitive.

(4) %etworking should be availability at all places including rural and urban areas.

(B) To provide customer service to their subscribers.

() *echarge coupons should be more option.

(H) The company should try to provide better facilities and services than other

service providers.

(C) The company should provide to e/tra facilities to attract ma/imum subscribers.

(A) The company should try to create harmonious relation among the different

subscribers.

(0D) The company should try to provide pet networking than other service provider

cellular co.


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CHAPTER VI

0. #ibliography


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BIBLIOGRAPH9

Re!ernce Boo),

∗ Gupta M.'- #usiness Statistics& Ath ;dition- +amal 'rakashan- %ew !elhi 2D0D.

∗ +othari ".*.- *esearch Methodology& ?ishwa 'rakashan- %ew !elhi 2D0D.

∗ +otler 'hilip- Marketing Management& ;leventh ;dition- 'earson

'ublication-%ew !elhi 2D0D.

∗ #eri-Marketing *esearch& 4th ;d.-Tata McGraw ,ill-%ew !elhi 2D0D.

∗ Sharma > +-#usiness Statistics& Second ;dition-'earson 'ublication-%ew !elhi

2D0D.

We4,ite,/F

http&www.consumercourt.inmobileFservicesB4BFairtelFcomplaint.html

http&en.wikipedia.orgwiki$irtel

http&www.indianomics.com2DDAD32BtopF3DFtelecomFcompaniesFinFindiaF

byFmarketFcap

http&www.trai.gov.in"ontent!irections.asp/VLidX20

http://www.consumercourt.in/mobile-services/5645-airtel-complaint.htmlhttp://en.wikipedia.org/wiki/Airtelhttp://www.indianomics.com/2009/03/25/top-30-telecom-companies-in-india-by-market-cap/http://www.indianomics.com/2009/03/25/top-30-telecom-companies-in-india-by-market-cap/http://en.wikipedia.org/wiki/Airtelhttp://www.indianomics.com/2009/03/25/top-30-telecom-companies-in-india-by-market-cap/http://www.indianomics.com/2009/03/25/top-30-telecom-companies-in-india-by-market-cap/http://www.consumercourt.in/mobile-services/5645-airtel-complaint.html


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CHAPTER VII 0. $ppendices


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UESTIONNAIRE

!ear "ustomer-

=our feedback is important to us &F

%ame & ........................................................................................................

$ge & ..........................................................................................................

Se/ & ...........................................................................................................

"ont. %o. & .................................................................................................

$ddress & ....................................................................................................

....................................................................................................................

0) hat is your 5ccupationV

(a) Student (b) Servicemen (c) #usinessman

(d) ,ousewife (e) 'rofessional (f) 5thers

2) hat is your $nnual IncomeV

(a) YD.B 7acs (b) D.B F 0.D 7acs (c) 0.D F 2.D 7acs

(d) 0.D F 2.D 7acs (e) ZB.D 7acs

3) !o you use any mobile connection V

(a) =es (b) %o

4) ,ow many connections you are using at present V

(a) 4 (b) 3 (c) 2 (d) 0

B) hich connection you are using V

(a) $irtel (b) *eliance (c) ?odafone

(d) Idea (e) Tata Indocomm


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)


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(a) Good "overage- "larity and

"onnectivity

(b) $vailability at all places including

rural and urban locations

(c) Good customer service (d) "ompetitive Tariff

04) hat additional feature would you like to have with $irtel V

(a)?alue $dded Service (b) More 5ption for recharging other than

paper coupons(c) *echarging on *oaming

0B) hat facilities you would reLuire with recharge coupons V

(a) 7ow !enomination (b) 7onger ?alidity

telecom consumer behaviour

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