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8/10/2019 3g Idea Internet Serv
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A PROJECT REPORT
ON
CUSTOMER SERVICE TOWARDS IDEA 3G INTERNET
SERVICE
In the context of
Submitted by:
In partial fulllment for the award ofthe degree
MASTER OF BSI!ESS A"MI!ISTRATIO!
(2012- 2014)
"OO! BSI!ESS S#$OO%& "E$RA"!
Supervise !"-# Su!$i%%e &" -#
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DEC'ARATION
I hereby that I have worked on the topic CUSTOMER SERVICE TOWARDS 3G
INTERNET SERVICE
All the information that has been collected, analyzed and documented for the project is
authentic possession to me.
I would like to categorically mention that the work here has neither been purchased nor
acquired by any other unfair means. he data and information existing in this report are
accurate and update to the current data, to the best of our knowledge.
!owever, for this purpose of the project, information already compiled in many sources
have been utilized. I extend my sincere thanks to "I#I$! sir, !# %xecutive, !arpreet
$ingh $I#, &.'. #() $ir * !imanshu sir at +!% for their support. All information inthis report is true representation of what I have experienced during the project.
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ACNOW'EDGEMENTACNOW'EDGEMENT
I would like to take this opportunity to express my sincere gratitude to our respected
mentor for her valuable guidance.
I extend my sincere thanks to , !# %xecutive of and my internal guide
-rs. 'ushpa ataria for their support and help in the completion of the project.
I would like to thanks almost everybody at the office for his/her friendliness and helpful
nature.
0ith sincere thanks
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TA&'E O CONTENTS
1. 'reface2. %xecutive summary3. Introduction4. Literature review5. Statement of the problem.6. 5. Objectives of the stud.!. 6. "ature and scope of the stud.
#. !. Limitations of the stud$. %ethodolo&.1'. 8ata Analysis and interpretation11. (onclusion .12. )iblio&raph13. *uestionnaire
E*ECUTIVE SUMMAR+
he next few pages of this report tell about one of the innovative firms in the Indian
telecom industry. I8%A
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I8%A " services are the factors that
bring new opportunities for Idea. &ew entrants 1ever increasing number of telecom
operators in India2 and new technology 1can be an opportunity as well2 pose threats
for Idea. %xternal environment analysis shows that competitive rivalry is very high,
bargaining power of customers is high, bargaining power of suppliers is low, threat from
new entrants and substitutes are also high. his clearly reveals the fact that Idea is in an
extremely competitive environment. %.g. the ongoing tariff war in the highly competitive
Indian telecom market has7been taking new shape with every passing day and it has
reached new heights now. (perators have been announcing new promotional schemes
including reduction in tariffs for voice call, slashing roaming charges and many more
such lucrative offers. #ecently floated idea of per second call rates has further aggravated
competition among telecom players with every operator seemingly imitating others forretaining their market share. elecom sector is all set to see more severe competition.
&ew entrants, falling tariff rates, new technology and new regulations 1mobile number
portability2 are going to cause big changes to this sector. In such a situation the way
forward for a player like Idea, who is not the market leader, is not to initiate a price war
4
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but to concentrate on new differentiated products and services. hey have come out with
many Cfirsts; in India and that is what Idea is remembered for
INTRODUCTION
>
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As India9s leading "$- -obile $ervices operator, I8%A
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he combined holding of the Aditya +irla "roup companies in Idea stands at
around =? per cent.
0ith ambitious future plans, the company is poised for rapid growth.
Our $issi./
(ur @
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imited 1@%scotel2, which we acquired in Hanuary 455E, was awarded the original
licenses in the
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e" e.pe
+oard of 8irectors L
-r. umar -angalam +irla 1
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-r. Ambrish Hain,
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Our ,r%/ers
I8%A welcomes all businesses and individuals interested in partnering with
us to enhance and strengthen the I8%A products * services portfolio.
o explore such potential partnerships, kindly get in touch with us by
submitting the 'artners Borm.
$ome of our echnology and
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-A#%I&"
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C.ver,5e
Idea
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I8%A 7 +rand Galues
Innovate. $timulate. iberate....
It is these brand values, which have made us a formidable player in the telecom
industry. Innovations that stimulate the customer and liberate him from the
shackles of time and space are the core of our brand. his is what we strive for.
&othing more, nothing less, nothing else.
64
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I8%A 7 +rand -ission
he India footprint Idea Anywhere connectivity 7 bringing India closer.
he echnology Advantage Idea omorrow9s technology to enrich today.
he , we have commissioned a +rand rack Index $tudy to
evaluate the health of our brand. he +rand rack Index $tudy is a monthly study
conducted by &$, a marketing consultant engaged by us to evaluate our brand
using face7to7face interviews on a random sample of mobile users a well as those
intending to purchase mobiles within the next three months. According to the
study our brand is perceived as @reliable/trustworthy and one that @offers cheaper
and good promotional offers. 0e have improved our rating in the +rand rack
Index calculated by the study in the past year reflecting, we believe, the growing
strength of our brand.
6>
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Our V,ues
Galues 0e Galue :
Integrity 7 !onesty in every action
At Aditya +irla "roup, Integrity is defined as: Acting and taking decisions in a
manner that is fair, honest, following the highest standards of professionalism and
also perceived to be so. Integrity for us means not only financial and intellectual
integrity, but in all other forms as are commonly understood.
e" .rs %6,% .//.%e I/%e5ri%" ,re#
%thical
ruthful
'rincipled
ransparent
Dpright
#espectful
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#esult Lorientation
$elf7confidence
#eliability
'assion 7 energized action
At Aditya +irla "roup 'assion is defined as: A missionary zeal arising out
of emotional engagement with the organization that makes work joyful and
inspires each one to give his or her best. #elentless pursuit of goals and objectives
with the highest level of energy and enthusiasm, that is voluntary and spontaneous.e" .rs %6,% .//.%e p,ssi./ ,re#
Intensity
Innovation
ransformational
Bire7in7the7belly
Inspirational
8eep sense of purpose
6J
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$eamlessness 7 boundryless in letter and spirit
At Aditya +irla "roup, $eamlessness is defined as:
hinking and working together across functional silos, hierarchies, business and
geographies. everaging the available diversity to garner synergy benefits and
promote openness through sharing and collaborative efforts.
e" .rs %6,% .//.%e Se,$ess/ess ,re#
eamwork
Integration
Involvement
(penness
"lobal
earning from the best
%mpowering.
$peed 7 one step ahead always
At Aditya +irla "roup, $peed is defined as: #esponding to internal and
external customers with a sense of urgency.
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'roactive
8ecisive
6K
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Our r.$.%ers
he Aditya +irla "roup is India9s first truly multinational corporation.
"lobal in vision, rooted in Indian values, the "roup is driven by a performance
ethic pegged on value creation for its multiple stakeholders. Its JJ state7of7the7art
manufacturing units and sectoral services span India, hailand, Indonesia,
-alaysia, 'hilippines, %gypt, . !indalco Industries imited and
E. +irla - !oldings 'rivate imited.
IDEA i/ $ei,
'ress #eleases 7 &ew #eleases
6
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I8%A launches C-y"ang; card L a specially designed pre7paid card for the youth L
+ecomes the first7ever operator to launch a C)outh -obile #adio; service
1-umbai, Huly 6J, 455?2
I8%A
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I8%A 5 years. -y"ang is a segmented product designed
for today;s youth who have evolved needs that extend beyond mere tariff.
he launch of -y"ang underlines I8%A
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edits, print campaign * outdoor publicity. Apart from it, various innovative
media / events has been used to further strengthen the message.
Idea $a #e "a -a ittle
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Binal winners will be gratified with prize money
1s% i//er - Rs; 1 ,
2/ i//er - Rs; ?@7000
4>
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Idea $a #e "a -a
Idea launches Idea $a #e "a -a on Pee -arathi.
Idea $a #e "a -a now will have popular actors from -arathi films, stage *
television actors performing and eyeing for the title.
he contestants are
6. 'rasad (ak
4. 'ankaj Gishnu
>. $unil +arve
E. $umeet #aghavan
=. 'riya +apat
J. -eghana Gaidya
?. $eema 8eshmukh
K. -adhurani "okhale
une in to watch your favorite celebrities battle against each other only on Idea $a
#e "a -a on Pee -arathi at 65 pm.
4E
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rep,i ,/s i/ I/i,
0ith Idea, SIM'ICIT+and AORDA&I'IT+walk hand in hand.
(ur customer centric tariffs allow you all the room in the world to choose the
perfect plan, one which optimizes your usage and keeps your pocket heavy too.
$o, when you talk, you don9t forget to smile.
(nline 'repaid #echarge Gouchers-
Andhra
'radesh
8elhi * &
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1%2
IDEA C6i% C6,%-Re5is%r,%i./ ,/ A%iv,%i./ r.ess
As per the directive from the 8epartment of elecom 18(2, following
8ocuments need to be submitted with the 'repaid %nrollment Borm
$elf Attested 'hotograph
'hoto proof of Identity / $ignature
'roof of Address
'roof of Identity / $ignature
'A&
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#egistered #ent Agreement
+ank 'assbook
4?
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N.%e
'hotograph with .55/7
Airtime (utgoing as mentioned above
4K
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Incoming B#%%
-onthly free call allowances &il
8uration of plan (pen till further notice
Any taxes, in addition to the
above&il
4
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Binancial implications in #s. / month for usage 1mins2
ocal calls to 7 Inter circle $8 Q =55
kms to 7 Bixed 01-2
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service tax 1Iotal -#' 1I /7 for -aharashtra and "oaIncoming Airtime #ate 1#s. per min.2 Bree(utgoing Airtime #ate 1#s. per min.2 o Rdea #s. 6/7 per min, o ocal -obiles
#s 6/7 min, o andline #s.6.= per min'ulse J5Galidity 18ays2 5Beatures $-$ #oaming 1Incoming only2S &ational #oaming 7 Pero #oaming #entalS International #oaming 7 -onthly #ental of #s. 6E/7 on a rolling basis and
feature by default.
8ialing -ode
#s./ -inuteocal o Rdea 6 (utgoing
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#echarge Gouchers
#echarge Gouchers 1#G2 valuing 7
UInclusive of $I- N 'rocessing fee N 64.4EF service tax in INV
#G alktime
1#s.2
'rocessing
Bee 1#s.2
$ervice
ax 1#s.2
Galidity for
physical
vouchers 18ays2
Approx. mins.
of usage
6 E?.>5 6>5 46.? >5 >4>=5 6=6.K> 6J5 >K.6? >5 656==5 >5 655 J5 >5 4J56655 K>5.5E 6=5 645 ?= ==>4455 6K65.5 6=5 4E5 6K5 645J>>55 4K5.6> 6=5 >J5 >J= 6KJ5
>4
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E
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'#%'AI8 IB%(&" W %-I
Introducing ifelong 'repaid at just #s./7
&ow get Idea ifelong 'repaid through 64 easy installments of #s. /7
8etails of the offer L
#echarge 64 times with #s./7 within 64 months to get ifelong Galidity.
%ach recharge of #s./7 gives >5 days validity and Pero alktime
Brom first recharge of #s. onwards, get 7
X X 7 5 days validity on all recharges. Galidity available only on recharge
of #s. 1>5 8ays2X X 7 owest ifelong ariffs. 1ocal -obile pm and =pm to 66pm #s.6 per minuteocal Idea from 66pm to Kam and >pm to = pm 65p per minute
>=
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ocal -obiles #s.6 per minuteocal andline
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o register your Briends * Bamily mobile numbers, send ITspaceQ&umber ETspaceQ&umber = to
EEEE 1toll free2.
Binancial implications in #s./month for usage 1mins2.
-ins of use per month %xpenditure 1#s.21a2 655 mins 1in addition to free mins 7if applicable2 6441b2 455 mins 1in addition to free mins 7if applicable2 4EE1c2 =55 mins 1in addition to free mins 7if applicable2 6665
1d2 6555 mins 1in addition to free mins 7if applicable2 6445
Assumption on
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Idea 7 0omen;s numbers dial
>4> 1call charges #s 6./min2 and select !%' to register the > mobile
>K
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numbers. Any change of nos. post > nos. registered will cost #s 4= per
number change.
%mergency Beature:
%ven if you are on 5 balance, you can make outgoing calls worth #s 4= .
he negative balance will be deducted on your next recharge.
$ecurity Beature:
$end a predefined $-$ on the > numbers registered for loved ones by just
dialing >4E 1toll free2. As soon as you dial >4E, an $-$ 1'ls call
immediately2 free of cost will be sent to these > numbers asking them tocall you.
>
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8aily ips
"et 4 daily tips B#%% on various women related categories for 4E months.
)ou can also select your own category W #s 4=/month/category by dialing
>4> and selecting I'$.
%xpert Advice:
In case of any medical/behavioural assistance u can dial >4> 1select
%Y'%# A8GI
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I$8
o D$A,
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.s%p,i ,/s
I8%A post7paid cards are an effective way of keeping in touch, no matter where
you are.
he activation procedure is simple. All you have to do is
Bill up the activation form 1
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(ther 555/7 1Inclusive of $8 deposit #s. =55/7*
refundable on disconnection of facility2&ational #oaming Access Bee #s. E/7I #oam #s. 4=/7International #oaming Access
Bee
#s. 6=5/7
International #oaming
Activation Bee
#s. 6555/7 1non refundable2
E>
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&ew $-$ 55:55 hrs L
he same are applicable on all 'ost7paid bill plans.
%ach short message is up to 6J5 characters in length * the text can
comprise of words, numbers or an alphanumeric combination.
'4' 7 'erson to 'erson L
Intracircle 1ocal2 #e 6.55/7 0ithin -aharashtra * "oa including Airtel,
+' *
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he toll free helpline no. is 64>E= which can be access directly from any
Idea 'ost 'aid card and can be accessed from a landline by dialing
K44564>E= * 5457E64>E=J.
E=
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REVIEW O 'ITERATURE
-obile commu&cations technology has become one of the hottest topics incommimications. It has evolved along a logical path, from the simple firstgeneration analog technologies to the second generation digital technologies and itstill evolving until now.
>" echnology
4.=" echnology
4" echnology
I" echnology
E" echnology
Analog 2 have mentioned
that an increased acceptance of mobilecommunication networks for conventional services
has led to demands for high bandwidth wireless muhimedia services. he success of
mobile wireless lays in the ability to provide high instant connectivity anytime, anywhere
and the ability to provide high7speed services to the mobile user 1-a, 455E2. In order to
accomplish this, a new generation of mobile communications technology which can
provide the capacity needed for high traffic volumes as well as flexibility in
communication bandwidth or services is required. his new generation of mobile
communications technology will be known as third generation technology or >".
$ource: #ichharia, $hum, -amon 1Hune 62
Ev.u%i./ . M.!Ue C.$$u/i,%i./s Te6/..5"
his section will provide more details information regarding the evolution of
mobile communication technology from the first generation 1I"2 up to the 4.=
generation 14.="2.
EJ
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irs% Ge/er,%i./ (IG) . M.!ie C.$$u/i,%i./s Te6/..5"
In the 6J5s, +ell abs developed the Improved -obile elephone $ervice system
1I-$2, which was to form the basis of the first generation of mobile
communications technology. he first generation wireless system was bo(m in the
6?5s76K5s. It is using analogue system which primarily based on circuit7
switched technology and design for voice, not data 1rillium 8igital $ystems,
-arch 45552. Him !art and -ike !annan
1455E2 agreed with that statement that stated that I" technology provided the
foremost voice service7using analogue, but not data service. he most successful
analogue systems were &- 1&ordic -obile elephone 7 $weden, &orway and
Binland2, A-'$ 1Advance -obile 'hone $ervice 7 Asia, &orth America2, %A
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used a variety of standards such as ime 8ivision -ultiple Access 18-A2,
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Se./ Ge/er,%i./ (2;@G) . M.!ie C.$$u/i,%i./s Te6/..5"
he 4" systems have been increased in the features over years. 4.= generation
technology has developed as upgrades to 4" approaches 1 #amachandran,
&ovember 455>2. An enhancement upon this second generation of wireless
systems has increased system capacities even further. hese enhancements give for
example better voice quality, fasterdata transfer and packet mode data communications. It essentially 9bridges9
technology that allow service providers a smooth transition from 4" to >" system.
E
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STATEMENT O T9E RO&'EM
In India , there is no research being conducted to study on user awareness towards >"
services. (ne of the reasons is because of the >" network and services are not launch
yet. !owever, there is a study on user acceptance towards >" services being conducted
by India . he study is limited to few people who are selected randomly to be a sample
for >" trials. Dnfortunately, this research remain confidential and use by India.
=5
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O&BECTIVE O T9E STUD+
6. o identify the >" services provided by the Idea " service.
>. $atisfaction of customer towards >" services .
=6
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NATURE AND SCOE O T9E ROBECT
he scope of this project consists of telecommunication companies in India .
telecommunication companies selected are these because they are the only
companies in India who got a >5 license. India;s industrial hub and one of the
most prosperous states.
hat is a reason why researcher of this project has chosen this area to select a
respondent for data collection.
=4
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'IMITATION
D,%, ,essi!ii%" ,/ ,v,i,!ii%"
'roblem in any research are inevitable. -ore pertinently when data required are
considered as confidential, hi this research, it occurs because did not want to give
any information required by the researcher. Bortunately, elecom company Idea is
willing to cooperate. If not, for sure the first objective of this research will not be
achieved. !owever, there is limited information given by elecom since there is
information that is considered as confidential
'i$i%e s.ure . i/.r$,%i./
ack of previous research and limited source of information, make it difficult for
researcher especially to do literature review. +esides, these limited sources also
difficult to be accessed. his is because almost all of the information about >" is
published byother countries. herefore, researcher has to purchase that articles or journals in
order to obtain valuable information for this research paper.
Ti$e ./s%r,i/%
he research has to be done in a very limited time. he researcher has only been
given four months to complete the whole task[ find a topic, do literature review,
make data collection, analyze data and write a report. It is quite difficult for theresearcher to do all these things within time given since there are other subjects
taken by the
researcher.
=>
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RESEARC9 MET9ODO'OG+
they will know the level of user in India awareness towards >" services.
>" services that they have provided study will help them to improve their services study can be indirect promotion for their >" services
Rese,r6 pr.!e$#
o study consumer trends, behavior, preferences and level of " Internet $ervices . he study was conducted in 8ehradun with
sample size of =5 and sample units were suppliers and
" Internet $ervices.
o o study the level of customer satisfaction in Idea >" $ervices .
o o study customer purchase decision behavior.
o o understand the needs of different consumer segments.
=E
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Rese,r6 Desi5/
he following methodology was adopted for the study purpose:
T"pe . rese,r6:
8escriptive and qualitative research design were used while conducting the project.
$ampling 8esign was taken by the researcher as the #esearch design.
he major purpose of the study is to describe the state of affairs as it exists at present.
he study was based on the facts or information already available, * analysis of this
available information make a critical evaluation of the material.
Rese,r6 Me%6.Te6/iue#
In the project report the researcher used following techniques while conducting his study:
Analysis of documents
$urvey -ethod+ , mar-et surve was done on life insurance
companies.
Interview 1'ersonal2: +oth open and closed ended 1unstructured2 questions were
asked while taking some information from the users of the cellular at 8%!I.
==
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\uestionnaire 1$tructured2: A structured designed comprehensive questionnaire
was framed and pretested for data collection from the customer of mobile
Rese,r6 D,%,
8ata is the key activity of marketing research. he design of the data collecting method is
backbone of research design.
8ata constitute the foundation of statistical analysis and interpretation. !ence the first
step in statistical work is to obtain data.
8ata can be obtained from two important sources, namely:
6. 'rimary 8ata
4. $econdary 8ata
ri$,r" D,%,#
'rimary data are gathered for the specific purpose or for a specific research project,
consist of original information for the fulfillment of project objective.
0hen the data are required for the particular study can be found neither in the internal
record of the enterprises nor in published sources. In some cases it may become
necessary to collect original data.
'rimary data can be collected in four ways:71; (bservation
2; $urvey
Se./,r" D,%,#
=J
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$econdary data are the data, which already exists somewhere. $econdary data provide
starting point for research and after that the advantage of low cost and ready availability.
$econdary data can be divided into two types:
6. Internal data
4. %xternal data
0hen researcher uses the data that has already been collected by other data are called
secondary data. $econdary data can be obtained from journals i.e. internal sources report,
government publication and books, professional bodies etc.
Internal data are reports and memos generated within an organisation to facilitate its
operations and annual report. %xternal data are those specially produce for outside
consumption.
S.ures r.$ 6i6 %6e rese,r6er 6,s %,>e/ %6e se./,r" ,%, ,re ,s
u/er#
6. 8irect observation
4. Idea website
>. +ooks for marketing management
E. $urveys and customer data * report
SAM'E DESIGN
Are, . S,$pe#
he areas covered up in this survey was 8ehradun
=?
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DATA ANA'+SIS AND INTERRETATION
ue 1 C./su$er &e6,vi.r %.,rs 3G servies
$tudent =5
$erviceman 45
(thers >5
=K
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\ue 4 0hich is your cellular service provider]
Godafone 45
Idea E5
Airtel >5
(thers 65
=
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\ue > 0hat type of connection are you using] Z
'repaid J=
'ostpaid >=
J5
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\ue E Are you using >" services]
)es J&o >6
J6
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J4
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\ue = If )es, which is your >" services 'rovider
Airtel E5
Godafone 45
Idea 45
(thers 45
J>
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\ue J 0hich >" services are you using]
Gideo
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\ue ? 0hich >" device are you using]
-obile EJD$+ $tick 4E8ongle 6=(thers 6=
J=
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\ue K #ate your level of satisfaction with the overall>" services ]
Gery dissatisfied 45
$omewhat dissatisfied 4=
&either satisfied nor dissatisfied 65
$omewhat satisfied 6=
Gery satisfied >5
JJ
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IDEA SERVICE
Galue Added $ervicesHust when you thought you had the cake, we made it possible for you to eat
it too.
Introducing !% I8%A Galue Added $ervices, a vibrant bouquet of Olittle
conveniencesO Osmall pleasuresO Obits of happinessO Odollops of infotainmentO and
all those Oitsy bitsyO wants of yours that together make up !% +I" $-II&"
'I
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#oam ike !ome 7 with I8%A
&ow you have one more reason to select Idea network while roaming in India. )ou
can enjoy a C#oam ike !ome; experience even while roaming. I8%A is the first
telecom operator in India to offer this facility to it;s valued roamers.
We prese/% , 6.s% . ver" ./ve/ie/% : rie/" e,%ures -
^ 8ial directly from your phone book. )ou can call numbers saved in your
phonebook, without adding $8 or I$8 codes to the entries. his saves you the
bother of remembering the concerned codes or manually dialling every number.
%x: If you are a customer from DA% and you have saved your home telephone
number in your phonebook as =5J64>E=J. &ow when roaming with Idea, you can
call the same number directly, without prefixing N?6 1I$8 dialling code for
DA%2 each time you want to call homeR^ Auto call correction of all misdialled
calls. 0hen you dial a new number, this service will complete your call even if a
wrong or incomplete prefix has been added to the number.
^ 8irect access to your Goicemail box. &ow you can make extensive use of your
G-$ feature, even while roaming. 8ial your voicemail short code directly withoutany authentication codes.
^ 8irect dialling to your home customer care number. %x: If you have saved the
customer care number of your mobile operator as 64>E= in your phone book, you
can call them at the same number even while you are roaming 1which would not
have been possible otherwise2
R.,$i/5 i/%. IDEA Cires
$etting Dp #oaming0hen you come into any of the I8%A networks, switch off and restart your phone.
In case, the network is not registered automatically, go to the phone settings menu
and select the network manually.
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&ational #oaming and 'repaid #oamingIncoming
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Idea offers you this service at no deposit or rental charges. o activate $-$ A
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DATA ANA'+SIS
1; C./su$er &e6,vi.r %.,rs 3G servies
$tudent =5$erviceman 45(thers >5
?6
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4. 0hich is your cellular service provider]
Godafone 45Idea E5Airtel >5(thers 65
?4
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>. 0hat type of connection are you using] Z
'repaid J=
'ostpaid >=
?>
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E. Are you using >" services]
)es J&o >6
?E
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=. Are you using >" services]
)es J&o >6
?=
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J. If )es, which is your >" services 'rovider
Airtel 45
Godafone 6=
?J
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Idea E5
(thers 4=
?. 0hich >" services are you using]
??
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Gideo
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CONC'USION
W6" IDEA
OAttracting and nurturing talent has become the single most dominant force in
business.O
Idea cellular recognizes human resources as a backbone for its long7term success.
0e aim to be the best employer, attracting and retaining the best employees. (ur
people are our greatest resource as they are our biggest differentiator. 0e therefore
hire the best professionals brimming with ideas and develop them for future
leadership positions.
Rdea is all about participation and involvement 7 seek opportunities, give opinions
and always speak your mind. And finally make a difference within the company.
0e have focussed on conserving the best aspects of our unique culture and on
perpetuating what attracts people to join, and remain, at Idea.
?
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+I+I("#A'!)
TeF%!..>s#1; M,r>e%i/5 M,/,5e$e/%: 6>th%dition A $outh Asian 'erspective
'hilip otler, evin ane eller, Abraham oshy, -ithileshwar Hha
2; M,r>e%i/5 M,/,5e$e/%
Arun umar, & -eenakshi
We!si%es: www.idesa.co.in
Nesp,per: +usiness ine
K5
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UESTIONNAIRE
ue 1 C./su$er &e6,vi.r %.,rs 3G servies
$tudent =5$erviceman 45(thers >5
0hich is your cellular service provider]
Godafone 45Idea E5Airtel >5(thers 65
0hat type of connection are you using] Z
'repaid J=
'ostpaid >=
Are you using >" services]
)es J&o >6
If )es, which is your >" services 'rovider
Airtel 45
Godafone 6=
Idea E5
(thers 4=
K6
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0hich >" services are you using]
Gideo " device are you using]
-obile E5D$+ $tick 45(thers E5
#ate your level of satisfaction with the overall>" services ]
Gery dissatisfied 45$omewhat dissatisfied 65&either satisfied nor dissatisfied 65$omewhat satisfied >5Gery satisfied