Customer Satisfaction Towards Mobile Network Service Providers

Made By: Rohan PandyaGaurav Moorjani

Outline

• Introduction• Objective of the study• Need of the study• Statement problem• Sample size • Data collection• Findings• Conclusion

The Telecom Industry

• 957 million to 962 million growth from September to October 2014 which shows a monthly increase of 0.52%.

• Saw the fastest growth in new mobile-phone connections with 18 million net additions in the third quarter of 2014.

• India is projected to have 213 million mobile internet users by June 2015

Customer Satisfaction

• Customer satisfaction is the level of a person’s felt state resulting from comparing a product’s perceived performance (outcome) in relation to the person’s expectations.

Objectives of the study

• To study the evaluation of cell phones with particular reference to India.

• To ascertain the attributer who influenced the customer’s in selecting the particular services provider.

• To study the consumer’s satisfaction towards different cell phone service providers in Vadodara City.

Need of the Study

• Communication is a very important amongst our near and dear ones

• With Mobile’s and Telecom service providers eliminating the barrier which was there during the 90’s period.

• Day by day many new competitors enter the market with new attractive schemes, provide additional facilities, add new features to existing ones, reduce the charges of incoming and outgoing calls, introduce varieties of handsets, models a healthy competition that benefits the subscribers.

• Hence in this context, it is important to study how much a customer is satisfied.

Statement of problem

• The customers are more dynamic.• Their taste, needs and preference can the

changing as per current scenario• Hence the development of cellular industry

mainly depends on the customer satisfaction

Sample Size

• Sample size is 122• Collection of data done through

questionnaires with the help of google forms.• Study Limited to Vadodara City only.

Data Analysis

• Age

Gender

• Gender

Occupation

Occupation

• If Working then into:

Annual House Hold Income

Service Provider

Scheme

Who Influenced

Aware about Schemes

Aware of Balance of Talk Charges

Aware about Periodical Offers

Aware about Different Modes of Payment

Influenced by Monthly Charges

Influenced by Network Signal

Influenced By Outgoing Call charges

Satisfied with the price

Satisfied with performance

Satisfied with customer care service

Satisfied with the schemes provided

Satisfied with periodical offers provided

Biggest Problem

Longevity of the service used

Would Continue in the future

Consider Mobile as