MARKET SURVEY REPORTON

“CONSUMER SATISFACTION SURVEY ON IDEA CELLULAR LTD IN MORADABAD CITY.”

COLLEGE OF MANAGEMENT AND COMPUTER APPLICATION, MORADABADIn Partial Fulfillment of the Requirement of the Degree of

BBASESSION: 2011-2012

TEERTHANKER MAHAVEER UNIVERSITYDELHI ROAD, MORADABAD

PRESENTED BY:Mohd. Vaseem Abbasi

BBA- V Sem.R0912011185

GUIDE :Mr. Paritosh Sharma(Associate Professor)

The project was carried out for understanding the customer satisfaction & attributes towards IDEA cellular in Moradabad City.

* IDEA INTRODUTION 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 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.

* PURPOSE To identify the actual need of customers, and work according the need of the

customers and provide satisfaction to the customers RESEARCH DESIGN To check the customer satisfaction level of idea servicein Moradabad city by

questions out of 100 customers RESPONDENT Students general people IDEA subscriber

To identify the satisfaction level of the customers with idea services in moradabad.

To identify the factors impacting the customers satisfaction.

A-1. Customers are satisfied with Idea Cellular Ltd.

A-2. Customer are not satisfied with idea cellular Ltd.

 Some information about yourself:- a. Name ……………………………….. b Age ………………………………….c. Occupation: Business Service  d. Address: ………………………………………………………………e. Contact No. ……………………………………………………………

1. Do you have any connection of idea A)YES B) NO2. 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 Years3.Which type of services are you having ? A) Post Paid B) Prepaid4. Are you satisfied with the idea network?

A) Highly Satisfied B) SatisfiedC) Neutral D) Dissatisfied

5.Who recommended idea services to you? A)Friends B)DealersC Advertisment

6. Are you satisfied with after sales services provided by idea ? A) Highly Satisfied B) SatisfiedC) Neutral D) Dissatisfied

7. Are you satisfied with the offers provided by idea? A) Highly Satisfied B) SatisfiedC) Neutral D) Dissatisfied

8.Are you satisfied with the caller tunes provided by idea ? A) Highly Satisfied B) SatisfiedC) Neutral D) Dissatisfied

9 In your point of view main competitors for idea services? A) Airtel B) MTSC) Vodafone E) RelianceE) Tata Docomo F) Tata Indicom

10.Are you satisfied with customer care support provided by idea services ?A)Highly Satisfied B)Satisfied C)Neutral D)Dissatisfied11. Are you satisfied with service of mobile number portability of idea cellular ltd?A)Highly Satisfied B)Satisfied C)Neutral D)Dissatisfied12. Are you satisfied with service of call charges of idea cellular ltd?A)Highly Satisfied B)Satisfied C)Neutral D)Dissatisfied13.Would you like to continue with idea services?

A)Yes B)No

 Thanks for your co-operationThis information will never disclose, it is only for education purpose.

Option Percentage Yes 65%No 35%

DATA ANALYSIS 1 Do you have any connection of Idea cellular Ltd.?

65%

35%

YES NO

Interpretation:65% respondents have connection of Idea cellular Ltd and 35% respondents use another connection.

Option Percentage Below 1 year 50%1 – 2 years 25%2 – 5 year 15%Above 5 years 10%

2. From how many years are you customer for idea services?

50%

25%

15%

10%

BELOW 1 YEAR 1 - 2 YEAR 2 - 5 YEAR ABOVE 5 YEARS

Interpretation:50% respondents are using the service of idea from last one year, 25% respondents using from 1-2 years, 15% respondent using from 2-5 years and 10% respondents using from more than 5 years.

Option Percentage Post Paid 15%Prepaid 85%

3. Which type of bill plan are you having?

15%

85%

POST PAID PRE PAID

Interpretation:15% respondents are using postpaid service and 85% respondents are using prepaid services of idea.

Option Percentage High Satisfied 55%Satisfied 20%Neutral 10%Dissatisfied 15%

4. Are you satisfied with the idea network?

55%20%

10%15%

HIGH SATIFIED SATISFIED

Interpretation:55% respondents are highly satisfied with the network coverage of idea,20% respondents are the satisfied, 10% respondent are neutral and 15% respondent are dissatisfied with the network coverage of idea.

Option Percentage

Friends 50%

Dealers 5%

Advertisement 45%

5. Who recommended idea services to you?

Interpretation:50% respondents say that they are influenced by their friends, 5% respondents are recommended by dealer and 45% respondents bought idea connection under the influence of advertisements. ir

Option Percentage High Satisfied 55%Satisfied 20%Neutral 10%Dissatisfied 15%

6. Are you satisfied with after sales services provided by idea?

55%

20%

10%

15%

HIGH SATIFIED SATISFIED NEUTRAL DISSATISFIED

Interpretation:

55% respondents are highly satisfied with the sales service of idea, 20% respondents are the satisfied, 10% respondent are neutral and 15% respondent are dissatisfied with the sales service of idea.

Option Percentage High Satisfied 51%Satisfied 24%Neutral 16%Dissatisfied 9%

7. Are you satisfied with the offers provided by idea?

51%

24%

16%

9%

HIGH SATIFIED SATISFIED NEUTRAL DISSATISFIED

Interpretation:51% respondents are highly satisfied with the offer provided by the idea 24% respondents are the satisfied, 16% respondent are neutral and 9% respondent are dissatisfied with the offer provided by idea.

.

Option Percentage High Satisfied 13%Satisfied 12%Neutral 8%Dissatisfied 67%

8.Are you satisfied with the caller tunes provided by idea ?

13%

12%

8%

67%

HIGH SATIFIED SATISFIED NEUTRAL DISSATISFIED

Interpretation: 13% respondents are highly satisfied with the caller tune offer provided by the idea, 12% respondents are the satisfied, 8% respondent are neutral and 67% respondent are dissatisfied with the caller tune offer provided by idea.

Option Percentage Airtel 40%MTS 5%Vodafone 25%

Reliance 15%TATA Docomo 15%

9 In your point of view main competitors for idea services?

40%

5%25%

15%

15%

AIRTEL MTS VODAFONE RELIANCE TATA DOCOMO

Interpretation:

When the question was asked to the respondents than 40% respondents said airtel is the competitor of idea .while 5% respondents said MTS, 25% said Vodafone, 15% said Reliance and 15% said TATA Docomo.

Option Percentage

High Satisfied 30%

Satisfied 20%

Neutral 10%

Dissatisfied 40%

10. Are you satisfied with the customer care support provided by idea services ?

30%

20%10%

40%

HIGH SATIFIED SATISFIED NEUTRAL DISSATISFIED

Interpretation:30% respondents are highly satisfied with the customer care services provided by the idea, 20% respondents are the satisfied, 10% respondent are neutral and 40% respondent are dissatisfied with the customer care services provided by idea.

Option Percentage High Satisfied 45%Satisfied 10%Neutral 5%Dissatisfied 40%

11. Are you satisfied with service of mobile number portability of idea cellular ltd?

45%

10%5%

40%

HIGH SATIFIED SATISFIED NEUTRAL DISSATISFIED

Interpretation:45% respondents are highly satisfied with the mobile number portability provided by the idea, 10% respondents are the satisfied, 5% respondent are neutral and 40% respondent are dissatisfied with the mobile number portability provided by idea.

Option Percentage High Satisfied 27%Satisfied 22%Neutral 8%Dissatisfied 43%

12. Are you satisfied with service of call charges of idea cellular ltd?

27%

43%

8%

22%

HIGH SATIFIED SATISFIED NEUTRAL DISSATISFIED

Interpretation:27% respondents are highly satisfied with the call charges provided by the idea, 22% respondents are the satisfied, 8% respondent are neutral and 43% respondent are dissatisfied with the call charges provided by idea. .

Option Percentage

Yes 70%

No 30%

13.Would you like to continue with idea services?

70%

30%

YES NO

Interpretation: 70% respondents wants to continue with the idea services and 30% respondents are don’t want to continue with idea in future.