Factors affecting the selection of Mobile Phone Network Service Providers

INDUSTRIAL KIDILAMS

MINI PROJECT

STATISTICS FOR MANAGEMENT

A STUDY ON FACTORS AFFECTING THE SELECTION OF

MOBILE PHONE NETWORK SERVICE PROVIDERS

Mini Project Report

Submitted by

INDUSTRIAL KIDILAMS

Kailas Sree Chandran (M100447ME)

Shibin K T (M100455ME)

Shajid P P (M100465ME)

Department of Mechanical Engineering

NATIONAL INSTITUTE OF TECHNOLOGY CALICUT

April 2011

ABSTRACT

Mobile phone service provider markets are one of the most unstable market atmospheres,

now a day due to increased competition and change in the market. Thus, the growing

concern requires the marketers to strictly look at customer buying decision and satisfying

process and more focus on the factors such as Prices, Perceived quality, Perceived

sacrifice, Perceived value, and Purchase intention that subsequently determine willingness

to purchase between different mobile phones and networks. On this basis, this research

deals with consumers’ sacrifice and willingness to purchase criteria in mobile phone service

providers markets by studying factors that influence customer perceived value and satisfying

intention to acquire new mobile phones on one hand and factors that influence on mobile

network change on the other hand. It was found that although the willingness to measure

satisfaction by customer on mobile service providers is a subjective choice situation, there

are some general factors that seem to guide the willingness to buy. The study shows that

while technical problems are the basic reason to change mobile phone & network among

consumers, prices, brands, interface, and properties are the influential factors affecting the

actual choice among brands. Overall profiling of customer is also done to find out the

requirement of customers. In addition, the results show customers sensitively emphasize on

prices but sacrifice and also less willing to purchase mobile phone & satisfying. Accordingly,

it is useful to consider the age, gender, income, and education of consumer’s to predict

consumer satisfaction more precisely.

CONTENTS

1. Introduction

1.1. Customer Satisfaction

1.2. Skills Of Marketers

1.3. Method to measure Customer Satisfaction

1.4. Introduction to Telecom Industry

1.5. Market Share Of Public And Private Industry

1.6. The Global Cellular Mobile Industry

1.7. History of Indian Telecommunications

1.8. Recent developments in India

1.9. Introduction on SPSS

2. Company Profile

2.1. AirCel

2.2. AirTel

2.3. BSNL

2.4. Idea

2.5. Reliance Communications

2.6. TATA Docomo

2.7. Uninor

2.8. Vodafone

3. Literature Review

4. Research Methodology

5. Research Objectives & Limitations

6. Collected Data

7. Data Analysis

7.1. Cross-Tabulation

7.1.1. Monthly Income and Monthly Expense for Mobile

7.1.2. Frequency of changing the SIM and Monthly Income

7.2. Chi Square Tests

7.2.1. Age and Impact of Celebrities

7.2.2. Monthly income and Monthly Expense

7.2.3. Usage of SIM and Tariff Scheme.

7.3. Correlation

7.3.1. Correlation between Monthly expenditure and Age

7.3.2. Correlation between Minutes Per Day And Age

7.3.3. Correlation between SMS per day and Age

7.3.4. Correlation between Tariff preference and Age

7.4. ANOVA

7.4.1. Monthly Expenditure and Monthly Income

8. Summary

9. Conclusion

Reference

Appendix

i. SPSS Variable View

ii. Questionnaire

Factors affecting the selection of Mobile Phone Network Service Providers Mini Project

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National Institute of Technology Calicut

SECTION 1

INTRODUCTION

1.1. CUSTOMER SATISFACTION

According to Philip Kotler, “satisfaction is a person’s feelings of pressure or disappointment

resulting from product’s perceived performance (outcome) in relation to his or her

expectations. 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”.

This satisfaction level is a function of difference between perceived performance and

expectations. If the product’s performance, exceed expectation the customer highly satisfied

or delighted. If the performance matches the expectations the customer is satisfied. If the

products performance fall shorts of expectations the customer is dissatisfied.

1 Many companies are aiming for high satisfaction because customers who are just

satisfied still find it easy to switch when a better offer comes along. High satisfaction or

delight creates an emotional affinity with brand.

2 Variety of factors that affect customer satisfaction includes product quality, product

availability and after sales support such as warranties and services. Customer

satisfaction is seen as a proof of delivering a quality product or service. It is believed

that customer satisfaction brings sales growth, and market share. A company can

always increase customer satisfaction by lowering its price or increasing its services but

this may result in lower profits. Thus the purpose of marketing is to generate customer

value profitability.

3 India is on the threshold of a new millennium. India chose for global economy, exposing

her to winds of change in the market place, which has expanded vastly and become

fiercely competitive. In the changed environment, decision makers view the marketing

concept as the key to success. Marketing in practice has to manage products, pricing,

promotion and distribution.

4 A successful product can be developed by exploding these opportunities. While

delivering the value of the consumer we make use of marketing support. This support is

based on the knowledge of consumers and distribution. Marketing support both at the

introduction of products and maturing is considered

5 Marketing, as suggested by the American Marketing Association is "an organizational

function and a set of processes for creating, communicating and delivering value to


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customers and for managing customer relationships in ways that benefit the

organization and its stakeholders".

6 The two major factors of marketing are the recruitment of new customers (acquisition)

and the retention and expansion of relationships with existing customers (base

management). Marketing methods are informed by many of the social, particularly

psychology, sociology, and economics. Anthropology is also a small, but growing,

influence. Market research underpins these activities. Through advertising, it is also

related to many of the creative arts.

7 For a marketing plan to be successful, the mix of the four "Ps"1 i.e. product, price, place,

promotion must reflect the wants and desires of the consumers in the target market.

Trying to convince a market segment to buy something they don't want is extremely

expensive and seldom successful. Marketers depend on marketing research, both

formal and informal, to determine what consumers want and what they are willing to pay

for. Marketers hope that this process will give them a sustainable competitive

advantage. Marketing management is the practical application of this process. The offer

is also an important addition to the 4P's theory.

1.2. SKILLS OF MARKETERS

Marketers have 4 main skill sets that they bring to an enterprise:

1) Opportunity Identification: Marketing begins before there is a product to sell. Many

people think marketing is just selling whatever comes out of the manufacturing plant. It's the

job of marketing to decide WHAT comes out of the manufacturing plant in the first place.

Before a business can make money there must be opportunities for money to be made and

it's marketing's job to define what those opportunities are. Marketers analyze markets,

market gaps, trends, products, competition, and distribution channels to come up with

opportunities to make money.

2) Competitive strategy/positioning: Markets consist of groups of competitors competing

for a customer's business. The job of marketing is to decide how to create a defensible

sustainable competitive advantage against competitors. Marketers conceive strategies,

tactics, and business models to make it hard if not impossible for competition to take away

customers from their business.


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3) Demand generation/management: It's the job of marketing to create and sustain

demand for a company's products. Marketers manage demand for a company's products by

influencing the probability and frequency of their customer's purchase behavior.

4) Sales: The ultimate goal of marketing is to make money for a business. In most

company’s sales is a different discipline and department from marketing. But in order for

salespeople to have any long term success in a company they must be led by marketing.

The better job a company does of identifying opportunities, creating a differential sustainable

competitive advantage, and generating demand for their products the easier it will be for

salespeople to make sales.

1.3. METHOD TO MEASURE CUSTOMER SATISFACTION

Companies use the following methods to measure customer satisfaction.

1) Complaints and suggestion system: companies obtaining complaints through their

customer service centres, and further suggestions were given by customers to satisfy their

desires.

2) Customer satisfaction surveys: Responsive companies obtain a direct measure of

customer satisfaction by periodic surveys. They send questionnaires to random sample of

their customers to find out how they feel about various aspects of the company’s

performance and also solicit views on their competitor’s performance. It is useful to measure

the customer’s willingness to recommend the company and brand to other persons.

3) Lost Customer Analysis: Companies should contact customers who have stopped

buying or who have switched to another supplier to learn why this happened.

4) Consumer Behavior Vs Consumption Behavior: Consumer behavior refers to the

manner in which an individual reaches decision related to the selection, purchases and use

of goods and services. Walters and Paul says that, consumer behavior is the process

whereby the individuals decide what, when, how and from whom to purchase goods &

services.

Consumer behavior relates to an individual person (Micro behavior) whereas consumption

behavior relates to and to the mass or aggregate of individuals (Macro behavior) consumers

behavior as a study focuses on the decision process of the individual consumer or

consuming unit such as the family.

In contrast the consumption behavior as a study is to do with the explanation of the behavior

of the aggregate of consumers or the consuming unit. Consumer is a pivot, around which the


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entire system of marketing revolves. The study of buyer behavior is one of the most

important keys to successful mark.

1.4. INTRODUCTION TO TELECOM INDUSTRY

The Indian Telecommunications network with 110.01 million connections is the fifth largest in

the world and the second largest among the emerging economies of Asia. Today, it is the

fastest growing market in the world and represents unique opportunities for U.S. companies

in the stagnant global scenario. The total subscriber base, which has grown by 40% in 2005,

is expected to reach 250 million in 2007. According to Broadband Policy 2004, Government

of India aims at 9 million broadband connections and 18 million internet connections by

2007. The wireless subscriber base has jumped from 33.69 million in 2004 to 62.57 million in

FY2004- 2005. In the last 3 years, two out of every three new telephone subscribers were

wireless subscribers. Consequently, wireless now accounts for 54.6% of the total telephone

subscriber base, as compared to only 40% in 2003. Wireless subscriber growth is expected

to bypass 2.5 million new subscribers per month by 2007. The wireless technologies

currently in use are Global System for Mobile Communications (GSM) and Code Division

Multiple Access (CDMA). There are primarily 9 GSM and 5 CDMA operators providing

mobile services in 19 telecom circles and 4 metro cities, covering 2000 towns across the

country.

A large population, low telephony penetration levels, and a rise in consumers' income and

spending owing to strong economic growth have helped make India the fastest-growing

telecom market in the world. The first and largest operator is the state-owned incumbent

BSNL, which is also the 7th largest telecom company in the world in terms of its number of

subscribers. BSNL was created by corporatization. while DTS (Department of

Telecommunication Services), a government unit responsible for provision of telephony

services. Subsequently, after the telecommunication policies were revised to allow private

operators, companies such as Bharti Telecom, TATA Indicom, Vodafone, MTNL, Idea,

Vodafone and BPL have entered the space. Major operators in India. However, rural India

still lacks strong infrastructure.

The total number of telephones in the country crossed the 300 million mark on June 18

2008The overall tele-density has increased to 36.98% in March 2009 .In the wireless

segment, 15.87 million subscribers have been added in March 2009. The total wireless

subscribers (GSM, CDMA & WLL (F)) base is more than 391.76 million now. The wire line

segment subscriber base stood at 38.22 million with a decline of 0.13 million in October

2008.


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1.5. MARKET SHARE OF PUBLIC AND PRIVATE INDUSTRY

The fixed line and mobile segments serve the basic needs of local calls, long distance calls

and the international calls, with the provision of broadband services in the fixed line segment

and GPRS in the mobile arena. Traditional telephones have been replaced by the codeless

and the wireless instruments. Mobile phone providers have also come up with GPRS-

enabled multimedia messaging, Internet surfing, and mobile-commerce. The much-awaited

3G mobile technology is soon going to enter the Indian telecom market. The GSM, CDMA,

WLL service providers are all upgrading them to provide 3G mobile services. Along with

improvement in telecom services, there is also an improvement in manufacturing. In the

beginning, there were only the Siemens handsets in India but now a whole series of new

handsets, such as Nokia's latest N-series, Sony Ericsson's W-series, Motorola's PDA

phones, etc. have come up.

Touch screen and advanced technological handsets are gaining popularity. Radio services

have also been incorporated in the mobile handsets, along with other applications like high

storage memory, multimedia applications, multimedia games, MP3 Players, video

generators, Camera's, etc. The value added services provided by the mobile service

operators contribute more than 10% of the total revenue.

1.6. THE GLOBAL CELLULAR MOBILE INDUSTRY

Earnings visibility: Earnings growth is being driven by improving pricing conditions,

stabilizing operating trends, aggressive cost cutting initiatives, a positive regulatory

environment, strong wireless growth, and new market opportunities. This has translated into

greater visibility of forward earnings as evidenced by recent increased analyst upgrades

within the sector.

Merger synergies: Given the substantial amount of excess capital available in the sector

and in private equity we expect to see additional merger and acquisition activity, albeit at a

slower pace than recently witnessed. Global telecom M&A deals over the past two years

have reflected market expansion but have also had a positive effect on the buyers’ balance

sheets. Partnering companies have begun realizing their synergies through cost reductions

and economies of scale. In the US, the largest three companies now account for over 70%

of the sector market cap; this compares to 34% in 1990. Trends in bundled services are also

paving the way for additional M&A activity. Sector consolidation will further increase the

importance of stock selection.


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Growth: While cost-cutting has been a major source of earnings growth, we have seen top-

line pressures decreasing which will help revenues become a larger driver of earnings

growth again. We see growth within the sector coming from a number of areas including:

broadband, 3G (third generation) technology, expansion in emerging markets. Broadband

penetration has been accelerating as internet customers are seeking faster downloads for

audio and video files. 3G services, which facilitate the simultaneous transfer of both voice

and non-voice (i.e. video, downloads, SMS, etc.) data are providing mobile users with a

much more robust communication platform and should finally begin to realize their growth

potential in 2007. Emerging market companies benefit from low penetration rates and also

tend to have lower leverage, higher margins and higher growth than most developed

markets telecom companies.

Global opportunities: It has become less difficult to find attractive telecom investment

opportunities globally than it was a year ago. As the fog has lifted from the sector, there are

increased opportunities within both the growth and value spaces.

Telecom Industry in India

The telecom industry is one of the fastest growing industries in India. India has

nearly200 million telephone lines making it the third largest network in the world after

China and USA.

With a growth rate of 45%, Indian telecom industry has the highest growth rate in

the8world.

Much of the growth in Asia Pacific Wireless Telecommunication Market is spurred by

the growth in demand in countries like India and China.

India‘s mobile phone subscriber base is growing at a rate of 82.2%.

China is the biggest market in Asia Pacific with a subscriber base of 48% of the total

subscribers in Asia Pacific.

Compared to that India’s share in Asia Pacific Mobile Phone market is 6.4%.

Considering the fact that India and China have almost comparable populations, India’

slow mobile penetration offers huge scope for growth.

1.7. HISTORY OF INDIAN TELECOMMUNICATIONS

It was Started in 1851 ,when the first operational land lines were laid by the government near

Calcutta (seat of British power). Telephone services were introduced in India in 1881. In

1883 telephone services were emerged with the postal system. Indian Radio Telegraph

Company (IRT) was formed in 1923. After independence in 1947, all the foreign

telecommunication companies were nationalized to form the Posts, Telephone and


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Telegraph (PTT), a monopoly run by the government's Ministry . Telecom sector was

considered as a strategic service and the government considered it best to bring under

state's control. The first wind of reforms in telecommunications sector began to flow in 1980s

when the private sector was allowed in telecommunications equipment manufacturing. In

1985, Department of

Telecommunications (DOT) was established. It was an exclusive provider of domestic and

long distance service that would be its own regulator (separate from the postal system). In

1986, two wholly government-owned companies were created: the Videsh Sanchar Nigam

Limited (VSNL) for international telecommunications and Mahanagar Telephone Nigam

Limited (MTNL) for service in metropolitan areas.

In 1990s, telecommunications sector benefited from the general opening up of the economy.

Also, examples of telecom revolution in many other countries, which resulted in better quality

of service and lower tariffs, led Indian policy makers to initiate a change process finally

resulting in opening up of telecom services sector for the private sector. National Telecom

Policy(NTP) 1994 was the first attempt to give a comprehensive roadmap for the Indian

telecommunications sector.

In 1997, Telecom Regulatory Authority of India (TRAI) was created. TRAI was formed to act

as a regulator to facilitate the growth of the telecom sector.. Telecommunication sector in

India can be divided into two segments: Fixed Service Provider (FSPs), and Cellular

Services. Fixed line services consist of basic services, national or domestic long distance

and international long distance services. The state operators (BSNL and MTNL), account for

almost 90 per cent of revenues from basic services. Private sector services are presently

available in selective urban areas, and collectively account .Global System for Mobile

Communications (GSM) and Code Division Multiple Access (CDMA). The GSM sector is

dominated by Airtel, Vodfone-Essar, and Idea Cellular, while the CDMA sector is dominated

by Reliance and Tata Indicom. Opening up of international and domestic long distance

telephony services are the major growth drivers for cellular industry. Cellular he tariffs on

airtime, which along with rental was the main source of revenue. The reduction in tariffs for

airtime, national long distance, international long distance, and handset prices has driven

demand.


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1.8. RECENT DEVELOPMENTS IN INDIA

1) Mobile Number Portability (MNP): TRAI announced the rules and regulations to be

followed for the Mobile Number Portability in their draft release on 23 September 2009.

Mobile Number Portability (MNP) allows users to retain their numbers, while shifting to a

different service provider provided they follow the guidelines set by TRAI. Once a customer

changes his/her service provider & retaining the same mobile number they are expected to

hold the mobile number with a given provider for at least 90 days, before they decide to

move to another service provider. This restriction is set in place to keep a check on

exploitation of MNP services provided by the service providers.

As per news reports, Government of India decided to implement MNP from December 31,

2009 in Metros & category ‘A’ service areas and by March 20, 2010 in rest of the country.

It has been postponed to March 31, 2010 in Metros & category 'A' service areas. However,

time and time again, lobbying by the state-run firms, BSNL and MTNL has resulted in

innumerable delays in the implementation of Mobile Number portability. The latest reports

suggest BSNL and MTNL are finally ready to implement the Mobile Number Portability by

October 31, 2010.

A press release by the Department of Telecommunications on 30 June 2010 said "Keeping

the complexity and enormity of the testing involved before MNP is implemented and keeping

in view the present status of implementation by various operators, it has now been decided

to extend the time line for implementation of MNP to 31st October 2010."

A news report on 25 November 2010 said Mobile Number Portability (MNP) was finally

launched in Haryana. The MNP service inaugurate by the Union Minister of Communications

& IT Mr. Kapil Sibal by making the inaugural call to Shri Bhupindrer Singh Hooda, the Chief

Minister of Haryana from a ported mobile number in function held at Rohtak city. Another

news report said it will be implemented across India on January 20, 2011. Even as DoT has

recommended a porting fee of Rs. 19, some operators such as Idea Cellular may consider

waiving off the porting charges

2) Next generation networks: In the Next Generation Networks, multiple access

networks can connect customers to a core network based on IP technology. These access

networks include fibre optics or coaxial cable networks connected to fixed locations or

customers connected through Wi-Fi as well as to 3G networks connected to mobile users.

As a result, in the future, it would be impossible to identify whether the next generation

network is a fixed or mobile network and the wireless access broadband would be used both

http://en.wikipedia.org/wiki/Telecommunications_network

http://en.wikipedia.org/wiki/Multiple_access

http://en.wikipedia.org/wiki/Internet_Protocol

http://en.wikipedia.org/wiki/Fibre_optics

http://en.wikipedia.org/wiki/Coaxial_cable

http://en.wikipedia.org/wiki/Wi-fi

http://en.wikipedia.org/wiki/3G

http://en.wikipedia.org/wiki/Mobile_phone

http://en.wikipedia.org/wiki/Wi-fi

http://en.wikipedia.org/wiki/Broadband


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for fixed and mobile services. It would then be futile to differentiate between fixed and mobile

networks – both fixed and mobile users will access services through a single core network.

Indian telecom networks are not so intensive as developed country’s telecom networks and

India's teledensity is low only in rural areas. 670,000 route kilometers (419,000 miles) of

optical fibres has been laid in India by the major operators, even in remote areas and the

process continues. BSNL alone, has laid optical fibre to 30,000 Telephone Exchanges out of

their 36 Exchanges. Keeping in mind the viability of providing services in rural areas, an

attractive solution appears to be one which offers multiple service facility at low costs. A rural

network based on the extensive optical fibre network, using Internet Protocol and offering a

variety of services and the availability of open platforms for service development, viz. the

Next Generation Network, appears to be an attractive proposition. Fibre network can be

easily converted to Next Generation network and then used for delivering multiple services

at cheap cost.

1.9. Introduction on SPSS

SPSS (originally, Statistical Package for the Social Sciences) was released in its first version

in 1968 after being developed by Norman H. Nie and C. Hadlai Hull. Norman Nie was then a

political science postgraduate at Stanford University, and now Research Professor in the

Department of Political Science at Stanford and Professor Emeritus of Political Science at

the University of Chicago SPSS is among the most widely used programs for statistical

analysis in social science. It is used by market researchers, health researchers, survey

companies, government, education researchers, marketing organizations and others. The

original SPSS manual (Nie, Bent & Hull, 1970) has been described as one of "sociology's

most influential books". In addition to statistical analysis, data management (case selection,

file reshaping, creating derived data) and data documentation (a metadata dictionary is

stored in the datafile) are features of the base software.

Statistics included in the base software:

Descriptive statistics: Cross tabulation, Frequencies, Descriptives, Explore, Descriptive

Ratio Statistics

Bivariate statistics: Means, t-test, ANOVA, Correlation (bivariate, partial, distances),

Nonparametric tests

Prediction for numerical outcomes: Linear regression

Prediction for identifying groups: Factor analysis, cluster analysis (two-step, K-means,

hierarchical), Discriminant

http://en.wikipedia.org/wiki/Landline

http://en.wikipedia.org/wiki/Mobile_network

http://en.wikipedia.org/wiki/Mobile_network

http://en.wikipedia.org/wiki/Core_network

http://en.wikipedia.org/wiki/Optical_fibres

http://en.wikipedia.org/wiki/BSNL

http://en.wikipedia.org/wiki/Optical_fibre

http://en.wikipedia.org/wiki/Telephone_exchange


http://en.wikipedia.org/wiki/Next_Generation_Network


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The many features of SPSS are accessible via pull-down menus or can be programmed with

a proprietary 4GL command syntax language. Command syntax programming has the

benefits of reproducibility; simplifying repetitive tasks; and handling complex data

manipulations and analyses. Additionally, some complex applications can only be

programmed in syntax and are not accessible through the menu structure. The pull-down

menu interface also generates command syntax, this can be displayed in the output though

the default settings have to be changed to make the syntax visible to the user; or can be

pasted into a syntax file using the "paste" button present in each menu. Programs can be

run interactively, or unattended using the supplied Production Job Facility. Additionally a

"macro" language can be used to write command language subroutines and a Python

programmability extension can access the information in the data dictionary and data and

dynamically build command syntax programs. The Python programmability extension,

introduced in SPSS 14, replaced the less functional SAX Basic "scripts" for most purposes,

although SaxBasic remains available. In addition, the Python extension allows SPSS to run

any of the statistics in the free software package R. From version 14 onwards SPSS can be

driven externally by a Python or a VB.NET program using supplied "plug-ins".

SPSS places constraints on internal file structure, data types, data processing and matching

files, which together considerably simplify programming. SPSS datasets have a 2-

dimensional table structure where the rows typically represent cases (such as individuals or

households) and the columns represent measurements (such as age, sex or household

income). Only 2 data types are defined: numeric and text (or "string"). All data processing

occurs sequentially case-by-case through the file. Files can be matched one-to-one and one-

to-many, but not many-to-many.

The graphical user interface has two views which can be toggled by clicking on one of the

two tabs in the bottom left of the SPSS window. The 'Data View' shows a spreadsheet view

of the cases (rows) and variables (columns). Unlike spreadsheets, the data cells can only

contain numbers or text and formulas cannot be stored in these cells. The 'Variable View'

displays the metadata dictionary where each row represents a variable and shows the

variable name, variable label, value label(s), print width, measurement type and a variety of

other characteristics. Cells in both views can be manually edited, defining the file structure

and allowing data entry without using command syntax. This may be sufficient for small

datasets. Larger datasets such as statistical surveys are more often created in data entry

software, or entered during computer-assisted personal interviewing, by scanning and using

optical character recognition and optical mark recognition software, or by direct capture from

online questionnaires. These datasets are then read into SPSS.


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SPSS can read and write data from ASCII text files (including hierarchical files), other

statistics packages, spreadsheets and databases. SPSS can read and write to external

relational database tables via ODBC and SQL.

Statistical output is to a proprietary file format (*.spv file, supporting pivot tables) for which, in

addition to the in-package viewer, a stand-alone reader can be downloaded. The proprietary

output can be exported to text or Microsoft Word. Alternatively, output can be captured as

data (using the OMS command), as text, tab-delimited text, PDF, XLS, HTML, XML, SPSS

dataset or a variety of graphic image formats (JPEG, PNG, BMP and EMF).

Add-on modules provide additional capabilities. The available modules are:

SPSS Programmability Extension (added in version 14). Allows Python, R, and .NET

programming control of SPSS.

SPSS Data Validation (added in version 14). Allows programming of logical checks and

reporting of suspicious values.

SPSS Regression Models - Logistic regression, ordinal regression, multinomial logistic

regression, and mixed models.

SPSS Advanced Models - Multivariate GLM and repeated measures ANOVA (removed

from base system in version 14).

SPSS Classification Trees. Creates classification and decision trees for identifying

groups and predicting behaviour.

SPSS Tables. Allows user-defined control of output for reports.

SPSS Exact Tests. Allows statistical testing on small samples.

SPSS Categories

SPSS Trends

SPSS Conjoint

SPSS Missing Value Analysis. Simple regression-based imputation.


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SPSS Map

SPSS Complex Samples (added in Version 12). Adjusts for stratification and clustering

and other sample selection biases.

SPSS Server is a version of SPSS with a client/server architecture. It had some features not

available in the desktop version, such as scoring functions (Scoring functions are included in

the desktop version from version 19).


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SECTION 2

COMPANY PROFILE

2.1 AIRCEL

Aircel group is a mobile phone service provider in India. It offers both prepaid and

postpaid GSM cellular phone coverage throughout India. Aircel is a joint venture

between Maxis Communications of Malaysia and Apollo Hospital Enterprise Ltd of India.

UTSB has a 74% stake in Aircel and the remaining 26% is with Apollo Hospitals. It is

India’s Seventh largest GSM mobile service provider with a subscriber base of over

51.83 million, as of January 31, 2011. It has a market share of 6.72% among the GSM

operators in the country. As on date, Aircel is present in all 23 telecom circles (including

Andhra Pradesh, Assam, Bihar & Jharkhand, Chennai, Delhi & NCR, Gujarat, Haryana,

Himachal Pradesh, Jammu & Kashmir, Karnataka, Kerala, Kolkata, Madhya Pradesh,

Mumbai, North East, Orissa, Punjab, Rajasthan, Rest of Maharashtra & Goa, Rest of

Tamil Nadu, Rest of West Bengal, Uttar Pradesh East, Uttar Pradesh West) as per the

company plans to become a pan-India operator by 2010. Additionally, Aircel has also

obtained permission from Department of Telecommunications (DoT) to provide

International Long Distance (ILD) and National Long Distance (NLD) telephony services.

It also has the largest service in Tamil Nadu.

2.2 AIRTEL

Bharti Airtel Limited, commonly known as airtel, is an Indian telecommunications

company that operates in 19 countries across South Asia, Africa and the Channel

Islands. It operates a GSM network in all countries, providing 2G or 3G services

depending upon the country of operation. Airtel is the fifth largest telecom operator in the

world with over 207.8 million subscribers across 19 countries at the end of 2010. It is the

largest cellular service provider in India, with over 152.5 million subscribers at the end of

2010. Airtel is the 3rd largest in-country mobile operator by subscriber base, behind

China Mobile and China Unicom.


http://en.wikipedia.org/wiki/Service_provider

http://en.wikipedia.org/wiki/India

http://en.wikipedia.org/wiki/Prepaid

http://en.wikipedia.org/wiki/Postpaid

http://en.wikipedia.org/wiki/GSM

http://en.wikipedia.org/wiki/Maxis_Communications

http://en.wikipedia.org/wiki/Malaysia

http://en.wikipedia.org/wiki/Apollo_Hospital

http://en.wikipedia.org/wiki/Telecommunications

http://en.wikipedia.org/wiki/South_Asia

http://en.wikipedia.org/wiki/Africa

http://en.wikipedia.org/wiki/Channel_Islands

http://en.wikipedia.org/wiki/Channel_Islands

http://en.wikipedia.org/wiki/GSM_network



http://en.wikipedia.org/wiki/List_of_mobile_network_operators


http://en.wikipedia.org/wiki/List_of_mobile_network_operators_of_India


http://en.wikipedia.org/wiki/China_Mobile

http://en.wikipedia.org/wiki/China_Unicom


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Airtel also offers fixed line services and broadband services. It offers its telecom services

under the Airtel brand and is headed by Sunil Bharti Mittal. Bharti Airtel is the first Indian

telecom service provider to achieve this Cisco Gold Certification. To earn Gold

Certification, Bharti Airtel had to meet rigorous standards for networking competency,

service, support and customer satisfaction set forth by Cisco. The company also

provides land-line telephone services and broadband Internet access (DSL) in over 96

cities in India. It also acts as a carrier for national and international long distance

communication services. The company has a submarine cable landing station at

Chennai, which connects the submarine cable connecting Chennai and Singapore.

It is known for being the first mobile phone company in the world to outsource everything

except marketing and sales and finance. Its network (base stations, microwave links,

etc.) are maintained by Ericsson, Nokia Siemens Network and Huawei., business

support by IBM and transmission towers by another company (Bharti Infratel Ltd. in

India). Ericsson agreed for the first time, to be paid by the minute for installation and

maintenance of their equipment rather than being paid up front. This enabled the

company to provide pan-India phone call rates of Rs. 1/minute (U$0.02/minute). Call

rates have come down much further. During the last financial year [2009-10], Bharti has

roped in a strategic partner Alcatel-Lucent to manage the network infrastructure for the

Telemedia Business.

http://en.wikipedia.org/wiki/Sunil_Bharti_Mittal

http://en.wikipedia.org/wiki/Cisco

http://en.wikipedia.org/wiki/Chennai

http://en.wikipedia.org/wiki/Singapore

http://en.wikipedia.org/wiki/Ericsson

http://en.wikipedia.org/wiki/Nokia_Siemens_Network

http://en.wikipedia.org/wiki/Huawei

http://en.wikipedia.org/wiki/IBM

http://en.wikipedia.org/wiki/Alcatel-Lucent


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2.3 BSNL

Bharat Sanchar Nigam Limited is a state-owned telecommunications company

headquartered in New Delhi, India. BSNL is one of the largest Indian cellular service

providers, with over 86.4 million subscribers as of March 2011, and the largest land line

telephone provider in India. However, in recent years the company's revenue and

market share plunged into heavy losses due to intense competition in Indian

telecommunications sector.

BSNL is India's oldest and largest communication service provider (CSP). It had a

customer base of 90 million as of June 2008. It has footprints throughout India except

for the metropolitan cities of Mumbai and New Delhi, which are managed by Mahanagar

Telephone Nigam Limited (MTNL). As of June 30, 2010, BSNL had a customer base of

27.45 million wireline and 72.69 million wireless subscribers.

2.4 IDEA

Idea Cellular, usually referred to as Idea, is a wireless telephony company operating in

all the 22 telecom circles in India based in Mumbai. In 2000, Tata Cellular was a

company providing mobile services in Andhra Pradesh. When Birla-AT&T brought

Maharashtra and Gujarat to the table, the merger of these two entities was a reality.

http://en.wikipedia.org/wiki/State-owned

http://en.wikipedia.org/wiki/Telecommunications

http://en.wikipedia.org/wiki/New_Delhi


http://en.wikipedia.org/wiki/Cellular_phone

http://en.wikipedia.org/wiki/Land_line

http://en.wikipedia.org/wiki/Mumbai

http://en.wikipedia.org/wiki/New_Delhi

http://en.wikipedia.org/wiki/Mahanagar_Telephone_Nigam

http://en.wikipedia.org/wiki/Mahanagar_Telephone_Nigam

http://en.wikipedia.org/wiki/Telephony




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Thus Birla-Tata-AT&T, popularly known as Batata, was born and was later branded

as !dea.

Then Idea set sights on RPG’s operations in Madhya Pradesh which was successfully

acquired, helping Batata have a million subscribers, and the licence to be the fourth

operator in Delhi was clinched.

In 2004, Idea (the company had by then been rechristened) bought over the Escorts

group’s Escotel gaining Haryana, Uttar Pradesh (West) and Kerala — and licences for

three more — UP (East), Rajasthan and Himachal Pradesh. By the end of that year, four

million Indians were on the company’s network. In 2005, AT&T sold its investment in

Idea, and the year after Tatas also bid good bye to pursue an independent telecom

business. And Idea was left only with one promoter, the AV Birla group. When the

company’s stock listed on the bourses in March 2007, its subscriber base was 13 million

with presence in 11 circles. In less than three years, the subscriber numbers have more

than quadrupled. The public issue was oversubscribed 50 times and raised Rs 2,450

crore.In June 2008, Idea Cellular bought out BK Modi’s stake in Spice Communications

for Rs 2,700 crore adding Punjab and Karnataka circles. Modi’s joint venture partner,

Telekom Malaysia, invested Rs 7,000 crore for a 14.99% stake in Idea. Just around

then, Idea’s subsidiary, Aditya Birla Telecom sold a 20% stake to US-based Providence

Equity Partners for over Rs 2,000 crore.


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2.5 Reliance Communications

Reliance Communications Limited (commonly called RCOM) is a major Indian

telecommunication company headquartered in Navi Mumbai, India. It is the 16th largest

operator in the world with more than 128 million subscribers. RCOM, founded by

Dhirubhai H Ambani (1932–2002), is the flagship company of the Reliance Anil Dhirubhai

Ambani Group. It ranks among the top 5 telecommunications companies. Retrieved

2010-04-14. in the world by number of customers in a single country. Reliance

Communications corporate clientele includes 2,100 Indian and multinational

corporations, and over 800 global, regional and domestic carriers. The company has

established a pan-India, next-generation, integrated (wireless and wireline), convergent

(voice, data and video) digital network that is capable of supporting services spanning

the entire communications value chain, covering over 24,000 towns and 600,000

villages. Reliance Communications owns and operates the next-generation IP-enabled

connectivity infrastructure, comprising over 190,000 kilometers of fiber optic cable

systems in India, USA, Europe, Middle East and the Asia Pacific region.

2.6 TATA DOCOMO

TATA DoCoMo, usually referred to as DoCoMo, is a Tata Teleservices Limited (TTSL)

owned cellular service provider on the GSM platform-arising out of the Tata Group's

strategic joint venture with Japanese telecom giant NTT Docomo in November 2008.

Tata Teleservices received a a license to operate GSM telecom services in 19 telecom

Circles and has been allotted spectrum in 18 of these circles, under the brand "TATA

DoCoMo". Tata Docomo launched GSM services on 24 June 2009. It first launched in

South India and currently operates in 18 of 22 telecom circles. It has license to operate in

Delhi but has not been allocated spectrum from the Government. Tata Teleservices is

the country's fifth largest operator in terms of wireless subscribers (including both CDMA

and GSM), after Bharti Airtel, Reliance Communications and Vodafone and state run

http://en.wikipedia.org/wiki/Navi_Mumbai



http://en.wikipedia.org/wiki/Dhirubhai_Ambani

http://en.wikipedia.org/wiki/Corporation

http://en.wikipedia.org/wiki/Multinational_corporation

http://en.wikipedia.org/wiki/Multinational_corporation

http://en.wikipedia.org/wiki/Wireless

http://en.wikipedia.org/wiki/Digital_electronics


http://en.wikipedia.org/wiki/Optical_fiber

http://en.wikipedia.org/wiki/Tata_Teleservices


http://en.wikipedia.org/wiki/Tata_Group

http://en.wikipedia.org/wiki/NTT_Docomo

http://en.wikipedia.org/wiki/South_India

http://en.wikipedia.org/wiki/Delhi

http://en.wikipedia.org/wiki/Bharti_Airtel

http://en.wikipedia.org/wiki/Reliance_Communications

http://en.wikipedia.org/wiki/Vodafone


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player BSNL. Tata DOCOMO offers both prepaid and postpaid GSM cellular phone

network in 18 circles. It has become very popular with its one second pulse especially in

semi-urban and rural areas.

On 5 November 2010, Tata DOCOMO became the first private sector telecom company

to launch 3G services in India. Tata DOCOMO had about 42.34 million users at the end

of December 2010.

2.7 UNINOR

Uninor is a mobile telephony and network operator in India. The company holds a pan-

India UAS licence to offer telecommunications services in each of India’s 22 circles. It

has also received spectrum to roll out these services in 21 of the 22 telecom circles.

Uninor is subsidiary of Norwegian telecom giant Telenor Group (67.25%) and Unitech

Group (32.75%). Uninor has started mobile services in India at the end of 2009,

focusing on the GSM technology. As of now(2010-11)the company is mired in the multi-

billion SPECTRUMGATE scandal perpetrated with the connivance of the erstwhile

telecommunication minister A.Raja.

http://en.wikipedia.org/wiki/BSNL





http://en.wikipedia.org/wiki/Norway

http://en.wikipedia.org/wiki/Telenor_Group

http://en.wikipedia.org/wiki/Unitech_Group


http://en.wikipedia.org/wiki/2009



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The company Unitech Wireless was until 2009 a subsidiary of Unitech Group, holding a

wireless services licence for all 22 Indian telecom circles since 2008. In early 2009,

Unitech Group and Telenor agreed on a majority take-over by Telenor of Unitech's

wireless business, including Unitech Wireless' national-wide mobile licence. By March,

May and November, Telenor acquired a 33%, 49% and 60% stake in Unitech Wireless,

respectively. In September, the mobile operation changed its name to Uninor. On

October 19 the Indian Cabinet Committee of Economic Affairs (CCEA) announced that it

has approved Telenor's acquisition of up to 74% in Unitech Wireless, and the

shareholder's agreement sets a 67.25% Telenor ownership in Uninor.

2.8. VODAFONE

Vodafone Essar, commonly referred to as Vodafone, is a cellular operator in India that

covers 23 telecom circles in India. It was formerly known as Hutchison Essar. It is based

in Mumbai. Vodafone Essar is the Indian subsidiary of Vodafone Group. Formerly, 33%

share in the firm was owned by Essar Group. Vodafone Group bought out the 33%

stake of Essar Group for $5 billion to became the sole owner of the firm. It is the second

largest mobile phone operator in terms of revenue behind Bharti Airtel, and third largest

in terms of customers. Vodafone had about 134.5 million customers as of February

2011.

On February 11, 2007, Vodafone agreed to acquire the controlling interest of 67% held

by Li Ka Shing Holdings in Hutch-Essar for US$11.1 billion, pipping Reliance

Communications, Hinduja Group, and Essar Group, which is the owner of the remaining

33%. The whole company was valued at USD 18.8 billion. The transaction closed on

May 8, 2007. Despite the official name being Vodafone Essar, its products are simply

branded Vodafone. It offers both prepaid and postpaid GSM cellular phone coverage

throughout India with good presence in the metros.

Vodafone Essar provides 2.75G services based on 900 MHz and 1800 MHz digital GSM

technology. Vodafone Essar will launch 3G services in the country in the January-March

quarter of 2011 and plans to spend up to $500 million within two years on its 3G

networks.

Initially, around 1995, the company services were branded Max Touch¸ renamed to

Orange in 2000. In December 2006, Hutchison Essar re-launched the "Hutch" brand

nationwide, consolidating its services under a single identity.


http://en.wikipedia.org/wiki/2008

http://en.wikipedia.org/wiki/Telenor

http://en.wikipedia.org/wiki/Telenor

http://en.wikipedia.org/wiki/Mobile_network_operator



http://en.wikipedia.org/wiki/Vodafone_Group


http://en.wikipedia.org/wiki/Bharti_Airtel

http://en.wikipedia.org/wiki/List_of_mobile_network_operators_of_the_Asia_Pacific_region#India

http://en.wikipedia.org/wiki/Vodafone

http://en.wikipedia.org/wiki/Li_Ka_Shing



http://en.wikipedia.org/wiki/USD




http://en.wikipedia.org/wiki/2.75G



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The company used to be named Hutchison Essar, reflecting the name of its previous

owner, Hutchison. However, the brand was marketed as Hutch. After getting the

necessary government approvals with regards to the acquisition of a majority by the

Vodafone Group, the company was rebranded as Vodafone Essar. The marketing brand

was officially changed to Vodafone on 20 September 2007.

On September 20, 2007 Hutch became Vodafone. Vodafone Essar spent somewhere in

the region of Rs. 250 crores on this high-profile brand transition. Cheap cell phones

were also launched simultaneously in the Indian market under the Vodafone brand. The

company planned to launch co-branded handsets sourced from global vendors.

A popular daily quoted a Vodafone Essar director as saying that "the objective is to

leverage Vodafone Group's global scale in bringing millions of low-cost handsets from

across-the-world into India."

http://en.wikipedia.org/wiki/Hutchison_Telecommunications_International_Limited

http://en.wikipedia.org/wiki/Vodafone_Group


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SECTION 3

LITERATURE REVIEW

In India cellular phone service provider are facing high competition. There are ten service

provider who are providing service in India. Due to this they have to different every time to

maintain their customer loyalty.

Roni Peleg(2003)- Major problem people are facing is connectivity problem. Mobile is very

important part of peoples life, and they are so much depend on it for their daily routine and

some other wok like consulting Physician.

Eric Ford in his research (2005) the major problem service provider are facing is

arrangement of towers to get maximum profit.

Andrews, Edmund. L (The New York Times, 2006) Customer is more concerning about new

service like TV in mobile phone, and many providers are also thinking about it.

So to maintain their customer loyalty service provider should focus on better connectivity,

with availability of recharge coupon, more advertisement, good scheme and should accurate

in the choice of brand ambassador.

Andrews, Edmund L (2006) The Federal Communications Commission is expected to rule

soon on whether to allow Fleet Call Inc to provide a new form of mobile telephone service.

The ruling, should it be in favor of the company, will have far reaching effects on the cellular

industry. Currently, regulations only allow two cellular companies to operate in a single city.

The ruling would allow private radio service companies that cater to taxi fleets and delivery

services, for example, to provide mobile telephone services to individuals. The FCC is said

to be in favor of the scheme as this would open up the market to greater competition. The

new services may have some drawbacks when compared to regular cellular systems and

may turn out to be no cheaper, but critics of the current system claim that the competition

factor alone should reduce market prices. Fleet Call would initially set up networks in only six

major cities.

Sunitha, N.R. Ambedkar (2008) everyday cellphone service providers are growing like

mushrooms after rain providing reliable facilities for customers to meet their budget. In view

of the growing demand, service providers require the services of various local agents all over

the world. The service providers must delegate the power to these agents to execute the


Pag

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services and monitor their performance. If found efficient the agents can continue to operate

else they may need to be revoked.

S.A. Pandya ,Rajput (2008) Mobile networks reuse frequency bands based on a color map

to increase the capacity of the network. A handoff should occur when a mobile unit moves

from the influence of one base station with weaker signal into another's that has stronger

signal. Handoff behavior of all units is an important factor in quality of service of a mobile

phone service. Handoff decisions, also called mobility decisions, are made by mobile phone

based on the observed power from base stations. Premature, delayed or exceedingly

sensitive decisions are considered poor decisions. Excessive poor decisions result in

degradation of service quality in otherwise a healthy mobile system.


Pag

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SECTION 4

RESEARCH METHODOLOGY

Survey design:

The study is a cross sectional study because the data were collected at a single point of

time.

Sample Size and Design:

A sample of 100 people was taken on the basis of convenience.

Research Period:

Research work is only carried for 1 week.

Research Instrument:

This work is carried out through self-administered questionnaires. The questions included

were open ended, dichotomous and offered multiple choices.

Data Collection:

• The data has been collected directly from respondent with the help of structured

questionnaires.

• Data was mainly collected from UG & PG students and from some faculties of NIT

Calicut.

Data Analysis:

• The data is analyzed using SPSS 19 and MS Excel 2010.

• The technique that we have used are bar graphs, pie charts etc.

• In SPSS, ANOVA, Cross-Tab, Chi-Square, Correlation etc. were used.


Pag

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SECTION 5

RESEARCH OBJECIVES & LIMITATIONS

This study aims at studying the present market scenario. The major players in the market

today are Airtel, Vodafone, Bsnl, Tata Docomo, Aircel, Uninor, Reliance, Idea, etc. The

companies want to capture the market study concerns with evaluating fast developing area

and so all the service providers were taken to measure the satisfaction of customer

The main objectives of the study are:

1. To segment the market and mobile phone users based on Age group, Gender,

Educational Qualification, Monthly income etc.

2. To study the customer satisfaction towards mobile service providers.

3. To study and identify how the customers are benefited.

4. To evaluate the major service provider satisfied the customer.

5. To assess the needs, requirements and expectations of the customers in order to

assess their current satisfaction levels.

6. To define new marketing strategies for attracting new customers.

7. To find the reasons for choosing a service provider.

8. To find the usage and interests of the mobile phone users.

Limitations of the Study:

Carrying the survey was a general learning experience but some problems were faced,

which are listed here:

Generally the respondents were busy in their work and were not interested in

responding rightly.

Respondents were reluctant to discover complete and correct information about

themselves and their organization.

Most respondents were not maintaining proper knowledge of various services

provided by their company, so they were unable to provide exact information.

Most of the respondents don’t want to disclose the information about the various

other companies’ which they have experienced before.

Some of the respondents were using the service first time of their company and

they were not able to properly differentiate among their product.

Due to human behavior information may be biased. Mainly in BSNL case.


Pag

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SECTION 6

COLLECTED DATA

The collected data was entered into SPSS software and tabulated. Total number of respondents is 100. AGE GROUP:

Age Group

Frequency Percent Valid Percent

Cumulative

Percent

Valid 17-25 92 92.0 92.0 92.0

25-35 7 7.0 7.0 99.0

35-55 1 1.0 1.0 100.0

Total 100 100.0 100.0

GENDER:

M/F


Cumulative

Percent

Valid Male 70 70.0 70.0 70.0

Female 30 30.0 30.0 100.0

Total 100 100.0 100.0

EDUCATIONAL QUALIFICATIONS:

Educational Qualification


Cumulative

Percent

Valid 10th 5 5.0 5.0 5.0

2 19 19.0 19.0 24.0

Graduation 53 53.0 53.0 77.0

Post-Graduation 22 22.0 22.0 99.0

PhD 1 1.0 1.0 100.0

Total 100 100.0 100.0


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MONTHLY INCOME:

Monthly Income


Cumulative

Percent

Valid <5000 25 25.0 25.0 25.0

5000-10000 59 59.0 59.0 84.0

10000-20000 11 11.0 11.0 95.0

>20000 5 5.0 5.0 100.0

Total 100 100.0 100.0

TYPE OF MOBILE CONNECTION:

Pre/Post


Cumulative

Percent

Valid PrePaid 89 89.0 89.0 89.0

PostPaid 11 11.0 11.0 100.0

Total 100 100.0 100.0

TYPE OF MOBILE NETWORK:

CDMA/2G/3G


Cumulative

Percent

Valid CDMA 13 13.0 13.0 13.0

2G 69 69.0 69.0 82.0

3G 18 18.0 18.0 100.0

Total 100 100.0 100.0

HOW LONG A CUSTOMER IS USING THE PRESENT SERVICE PROVIDER:

How long using the sim


Cumulative

Percent

Valid <1 years 32 32.0 32.3 32.3

2 years 28 28.0 28.3 60.6

3 years 17 17.0 17.2 77.8

>4 years 22 22.0 22.2 100.0

Total 99 99.0 100.0

Missing System 1 1.0

Total 100 100.0


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MORE THAN ONE SIM AT A TIME:

More than one sim


Cumulative

Percent

Valid Yes, of different providers 31 31.0 31.3 31.3

Yes, of same providers 8 8.0 8.1 39.4

No 60 60.0 60.6 100.0

Total 99 99.0 100.0


Total 100 100.0

MONTHLY EXPENCE:

Monthly Expenses


Cumulative

Percent

Valid 10-50 rupees 13 13.0 13.0 13.0

50-150 rupees 32 32.0 32.0 45.0

150-400 rupees 39 39.0 39.0 84.0

>400 rupees 14 14.0 14.0 98.0

22 2 2.0 2.0 100.0

Total 100 100.0 100.0

TALK TIME PER DAY:

Minutes per day


Cumulative

Percent

Valid 1-30 Minutes 55 55.0 55.0 55.0

30-60 Minutes 39 39.0 39.0 94.0

60-120 Minutes 3 3.0 3.0 97.0

>120 Minutes 3 3.0 3.0 100.0

Total 100 100.0 100.0


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SMS PER DAY:

SMS per day


Cumulative

Percent

Valid 0-25 sms 59 59.0 59.0 59.0

25-75 sms 24 24.0 24.0 83.0

75-150 sms 11 11.0 11.0 94.0

>150 sms 6 6.0 6.0 100.0

Total 100 100.0 100.0

PREFERRED TARRIF:

Call Tariff preference


Cumulative

Percent

Valid Pay/Second 72 72.0 72.7 72.7

Pay/Minute 21 21.0 21.2 93.9

Pay per several minutes 6 6.0 6.1 100.0

Total 99 99.0 100.0


Total 100 100.0

CONNECTIONS CHANGED IN THE LAST 3 YEARS:

SIM changed in last 3 years


Cumulative

Percent

Valid 0-2 years 84 84.0 84.8 84.8

2-5 years 14 14.0 14.1 99.0

>10 years 1 1.0 1.0 100.0

Total 99 99.0 100.0


Total 100 100.0


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1ST PREFERRED SERVICE FOR A NEW CONNECTION:

1st preference


Cumulative

Percent

Valid Call Rates 80 80.0 80.0 80.0

SMS Rates 7 7.0 7.0 87.0

Internet Charges 2 2.0 2.0 89.0

Validity 1 1.0 1.0 90.0

Roaming Charges 3 3.0 3.0 93.0

Coverage 7 7.0 7.0 100.0

Total 100 100.0 100.0

2ND PREFERRED SERVICE FOR A NEW CONNECTION:

2nd preference


Cumulative

Percent


SMS Rates 44 44.0 44.0 58.0


Validity 17 17.0 17.0 76.0

SIM Cost 2 2.0 2.0 78.0


Coverage 20 20.0 20.0 100.0

Total 100 100.0 100.0

3RD PREFERRED SERVICE FOR A NEW CONNECTION:

3rd preference


Cumulative

Percent


SMS Rates 21 21.0 21.0 26.0

Value Added Services 2 2.0 2.0 28.0


Validity 34 34.0 34.0 71.0

SIM Cost 2 2.0 2.0 73.0


Coverage 20 20.0 20.0 100.0

Total 100 100.0 100.0


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IMPACT OF CELEBRITIES:

Impact of celebrities


Cumulative

Percent

Valid Yes 12 12.0 12.0 12.0

No 88 88.0 88.0 100.0

Total 100 100.0 100.0

ADVICE FOR CHOOSING A PROVIDER:

Advised to take connection


Cumulative

Percent

Valid Family Members 19 19.0 19.2 19.2

Friends 32 32.0 32.3 51.5

Relatives 5 5.0 5.1 56.6

Others 4 4.0 4.0 60.6

My Decision 39 39.0 39.4 100.0

Total 99 99.0 100.0


Total 100 100.0

PURCHASE OF SIM:

Bought SIM from where


Cumulative

Percent

Valid Company Outlet 22 22.0 22.0 22.0

Nearest Retailer 55 55.0 55.0 77.0

Road Side Shop 21 21.0 21.0 98.0

Others 2 2.0 2.0 100.0

Total 100 100.0 100.0


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BEST OFFER:

Best one offer


Cumulative

Percent

Valid Free Unlimitted calls to one

number(same Provider)

18 18.0 18.0 18.0

Free 3000 SMS/month 30 30.0 30.0 48.0

Free 2GB GPRS/month 10 10.0 10.0 58.0

Reduced Roaming Charges 5 5.0 5.0 63.0

Reduced STD Charges 15 15.0 15.0 78.0

Reduced night calling

charges

2 2.0 2.0 80.0

Reduced call charges to 5

numbers(same provider)

20 20.0 20.0 100.0

Total 100 100.0 100.0

SATISFIED WITH CUSTOMER SERVICE:

Customer service Satisfaction


Cumulative

Percent

Valid Yes 84 84.0 84.0 84.0

No 16 16.0 16.0 100.0

Total 100 100.0 100.0

LIKES TO CHANGE THE SERVICE PROVIDER:

Like to change the service provider


Cumulative

Percent

Valid Yes 13 13.0 13.0 13.0

No 39 39.0 39.0 52.0

I can't say 48 48.0 48.0 100.0

Total 100 100.0 100.0


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SECTION 7

DATA ANALYSIS

Various methods have been used in this study to find out the relationship between different

variables. CROSS-TAB, CHI SQUARE TESTS, ANOVA ONE WAY, CORRELATION

ANALYSIS has been used to find out these relationships between different variables

according to the various responses given by the respondents. For analysis, Confidence

Interval was taken as 95%. And Significance level 5%.

The analysis was conducted using IBM-SPSS 19. The hardware used was Intel Core 2 Duo

processor, 4GB RAM, 500 GB Hard Disk.

7.1 Cross-Tab:

Cross tabulation tables (contingency tables) display the relationship between two or more

categorical (nominal or ordinal) variables. The size of the table is determined by the number

of distinct values for each variable, with each cell in the table representing a unique

combination of values. Numerous statistical tests are available to determine whether there is

a relationship between the variables in a table.

The following Analysis were conducted using Cross-Tab.

1. Monthly Income and Monthly Expense for Mobile

2. Frequency of changing the SIM and monthly income

7.1.1 Monthly Income and Monthly Expense for Mobile

Monthly Income * Monthly Expenses Cross tabulation

Count

Monthly Expenses

Total 10-50 rupees 50-150 rupees 150-400 rupees >400 rupees

Monthly Income <5000 7 7 10 1 25

5000-10000 6 22 22 9 59

10000-20000 0 4 6 1 11

>20000 0 1 1 3 5

Total 13 34 39 14 100

Inference: Here irrespective of Monthly income, most of the people spent `50-`400 per

month.


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7.1.2 Frequency of changing the SIM and Monthly Income

SIM changed in last 3 years * Monthly Income Crosstabulation

Monthly Income

Total <5000 5000-10000 10000-20000 >20000

SIM changed in last 3 years 0-2 times 20 50 9 5 84

2-5 times 5 7 2 0 14

>10 times 0 1 0 0 1

Total 25 58 11 5 99

Inference: Here, irrespective of monthly income, most of the people have changed their sim

very less(0-2 times).

7.2 Chi Square Tests

The chi-square (X2) distribution is obtained from the values of the ratio of the sample

variance and population variance multiplied by the degrees of freedom. This occurs when

the population is normally distributed with population variance sigma^2.

Properties of the Chi-Square:

Chi-square is non-negative. Is the ratio of two non-negative values, therefore must be

non-negative itself.

Chi-square is non-symmetric.

There are many different chi-square distributions, one for each degree of freedom.

The degrees of freedom when working with a single population variance is n-1.

In the test for independence, the claim is that the row and column variables are independent

of each other. This is the null hypothesis.

The multiplication rule said that if two events were independent, then the probability of both

occurring was the product of the probabilities of each occurring. This is key to working the

test for independence. If you end up rejecting the null hypothesis, then the assumption must


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have been wrong and the row and column variable are dependent. Remember, all

hypothesis testing is done under the assumption the null hypothesis is true.

The test statistic used is the same as the chi-square goodness-of-fit test. The principle

behind the test for independence is the same as the principle behind the goodness-of-fit test.

The test for independence is always a right tail test.

In fact, you can think of the test for independence as a goodness-of-fit test where the data is

arranged into table form. This table is called a contingency table.

The test statistic has a chi-square distribution when the following assumptions are met

The data are obtained from a random sample

The expected frequency of each category must be at least 5.

The following are properties of the test for independence

The data are the observed frequencies.

The data is arranged into a contingency table.

The degrees of freedom are the degrees of freedom for the row variable times the

degrees of freedom for the column variable. It is not one less than the sample size, it

is the product of the two degrees of freedom.

It is always a right tail test.

It has a chi-square distribution.

The expected value is computed by taking the row total times the column total and

dividing by the grand total

The value of the test statistic doesn't change if the orders of the rows or columns are

switched.

The value of the test statistic doesn't change if the rows and columns are

interchanged (transpose of the matrix).

7.2.1 Age and Impact of Celebrities

Hypothesis:

H0: There is no significant relationship between Age and Impact of Celebrities.

H1: There is significant relationship between Age and Impact of Celebrities.


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Results:

Correlations

Age Group

Impact of

celebrities

Age Group Pearson Correlation 1 .104

Sig. (1-tailed) .151

Sum of Squares and Cross-

products

10.190 1.080

Covariance .103 .011

N 100 100

Impact of celebrities Pearson Correlation .104 1



products

1.080 10.560


N 100 100

Inference:

We got the significant level as 0.104 and is greater than p-value 0.05. So there is significant

relationship between the variables.

7.2.2 Monthly income and Monthly Expense

Hypothesis:

H0: There is no significant relationship between Monthly income and monthly expense.

H1: There is significant relationship between Monthly income and monthly expense.

Results:

Chi-Square Tests

Value df

Asymp. Sig. (2-

sided)

Pearson Chi-Square 18.323a 9 .032

Likelihood Ratio 16.743 9 .053

Linear-by-Linear Association 8.255 1 .004

N of Valid Cases 100

a. 10 cells (62.5%) have expected count less than 5. The minimum

expected count is .65.

Inference:

We got the significant level as .032 and is less than p-value 0.05. So there is no significant



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7.2.3 Usage of SIM and Tariff Scheme.

Hypothesis:

H0: There is no significant relationship between Usage of SIM and Tariff Scheme.

H1: There is significant relationship between Usage of SIM and Tariff Scheme.

Result:

Chi-Square Tests

Value df

Asymp. Sig. (2-

sided)

Pearson Chi-Square 18.425a 6 .005

Likelihood Ratio 17.262 6 .008

Linear-by-Linear Association 3.171 1 .075

N of Valid Cases 99

a. 6 cells (50.0%) have expected count less than 5. The minimum

expected count is .97.

Inference:

We got the significant level as 0.005 and is much lesser than 0.05. So there is no significant


7.3 Correlation

The claim we will be testing is "There is significant linear correlation"

The Greek letter for r is rho, so the parameter used for linear correlation is rho

H0: ρ = 0

H1: ρ ≠ 0

r has a t distribution with n-2 degrees of freedom, and the test statistic is given by:

Now, there are n-2 degrees of freedom this time. This is a difference from before. As an

over-simplification, you subtract one degree of freedom for each variable, and since there

are 2 variables, the degrees of freedom are n-2.


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This doesn't look like our

If you consider the standard error for r is

The formula for the test statistic is , which does look like the pattern we're

looking for.

Hypothesis testing is always done under the assumption

that the null hypothesis is true.

Since H0 is ρ = 0, this formula is equivalent to the one given in here.

7.3.1 Correlation between Monthly expenditure and Age.

Hypothesis:

H0: There is no relationship exist between monthly expenditure and age.

H1: There is relationship exist between monthly expenditure and age.

Assumptions:

1. Related pairs: data must be collect from related pairs.

2. Scale of measurement: datas should be interval or ratio.

3. Normality.

4. Linearity.

5. Homoscedasticity: variability is same.


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Results:

Correlations

Age Group

Monthly

Expenses

Age Group Pearson Correlation 1 -.030


N 100 100

Monthly Expenses Pearson Correlation -.030 1


N 100 100

Inference:

The output confirms the result of scatter plot has a significant negative relationship exist

between monthly expenditure and age (since r=-0.3). So p-value is greater than 0.05 and it

is 0.382. So we cannot reject the null hypothesis.

7.3.2 Correlation between Minutes Per Day And Age.

Hypothesis:

H0: There is no relationship exist between talk time and age.

H1: There is relationship exist between talk time and age.

Results:

Correlations

Age Group Minutes per day

Age Group Pearson Correlation 1 .141



products

10.190 3.140


N 100 100

Minutes per day Pearson Correlation .141 1



products

3.140 48.840


N 100 100


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Inference:


between talk time and age (since r=.141). So p-value is greater than 0.05 and it is 0.141. So

we can reject the null hypothesis.

7.3.3 Correlation between SMS per day and Age

Hypothesis:

H0: There is no relationship exist between SMS per day and age.

H1: There is relationship exist between SMS per day and age.

Results:

Correlations

Age Group SMS per day




products

10.190 -3.760

Covariance .103 -.038

N 100 100

SMS per day Pearson Correlation -.131 1



products

-3.760 81.040

Covariance -.038 .819

N 100 100

Inference:


between SMS per day and age (since r=-.131). So p-value is greater than 0.05 and it is -

0.131. So we cannot reject the null hypothesis.

7.3.4 Correlation between Tariff preference and Age.

Hypothesis:

H0: There is no relationship exist between tariff preference and age.


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H0: There is relationship exist between tharif preference and age.

Results:

Correlations

Age Group

Call Tariff

preference




products

10.190 -3.000

Covariance .103 -.031

N 100 99

Call Tariff preference Pearson Correlation -.161 1



products

-3.000 34.000

Covariance -.031 .347

N 99 99

Inference:


between tharif preference and age (since r=-.161). So p-value is greater than 0.05 and it is -

0.161. So we cannot reject the null hypothesis.

7.4 ANOVA

In statistics, analysis of variance (ANOVA) is a collection of statistical models, and their

associated procedures, in which the observed variance in a particular variable is partitioned

into components attributable to different sources of variation. In its simplest form ANOVA

provides a statistical test of whether or not the means of several groups are all equal, and

therefore generalizes t-test to more than two groups. ANOVAs are helpful because they

possess an advantage over a two-sample t-test. Doing multiple two-sample t-tests would

result in an increased chance of committing a type I error. For this reason, ANOVAs are

useful in comparing two, three or more means.

Analysis of Variance (ANOVA), A technique used to test a hypothesis concerning the means

of three or more populations.


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One-Way Analysis of Variance, Analysis of Variance when there is only one independent

variable. The null hypothesis will be that all population means are equal, the alternative

hypothesis is that at least one mean is different.

In statistics, one-way analysis of variance (abbreviated one-way ANOVA) is a technique

used to compare means of two or more samples (using the F distribution). This technique

can be used only for numerical data.

The ANOVA tests the null hypothesis that samples in two or more groups are drawn from the

same population. To do this, two estimates are made of the population variance. These

estimates rely on various assumptions. The ANOVA produces an F statistic, the ratio of the

variance calculated among the means to the variance within the samples. If the group

means are drawn from the same population, the variance between the group means should

be lower than the variance of the samples, following central limit theorem. A higher ratio

therefore implies that the samples were drawn from different populations.

The degree of freedom for the numerator is I-1, where I is the number of groups (means).

The degrees of freedom for the denominator is N - I, where N is the total of all the sample

sizes.

Typically, however, the one-way ANOVA is used to test for differences among at least two

groups, since the two-group case can also be covered by a t-test (Gosset, 1908). When

there are only two means to compare, the t-test and the F-test are equivalent; the relation

between ANOVA and t is given by F = t2.

In SPSS, the software performs a one-way Analysis of Variance. List 1 must contain the

means of the samples, list 2 must contain the sample variances, and list 3 must contain the

sample sizes. Note that the three lists must be the same size. The user is reminded of these

requirements when running the program.

The grand mean is displayed, followed by the sum of squares, degrees of freedom, and

mean sum of squares for the between group and within group. The total sum of squares and

degrees of freedom, along with the F test statistic is also shown.

Upon completion, the program will give the user the chance to run the Scheffe test if the

sample sizes are different or the Tukey test if the sample sizes are the same. All possible

pairs are compared.


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A One-Way Analysis of Variance is a way to test the equality of three or more means at one

time by using variances.

Assumptions

The populations from which the samples were obtained must be normally or

approximately normally distributed.

The samples must be independent.

The variances of the populations must be equal.

Hypotheses

The null hypothesis will be that all population means are equal, the alternative hypothesis is

that at least one mean is different.

The null hypothesis can be written as , but the alternative cannot be

written as , all it takes is for one of the means to be different. They don't

all have to be different, just one of them.

Anyway, the point is that only one of the things had to be different for them to not all be the

same. This is exactly the way the alternative hypothesis works. The null hypothesis says that

they're all equal to each other and the alternative says that at least one of them is different.

7.4.1 Monthly Expenditure and Monthly Income

Hypothesis:

H0:Monthly expenditure and monthly income is same.

H1:Monthly expenditure and monthly income is not same.

Assumptions:

One Way between groups ANOVA with post- hoc Comparison

1. Population normality.

2. Homogenity of variance.


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Results:

ANOVA

Monthly Expenses

Sum of Squares df Mean Square F Sig.

Between Groups 7.051 3 2.350 3.143 .029

Within Groups 71.789 96 .748

Total 78.840 99

Multiple Comparisons

Monthly Expenses

Tukey HSD

(I) Monthly Income (J) Monthly Income Mean

Difference (I-J) Std. Error Sig.

95% Confidence Interval

Lower Bound Upper Bound

dimension2

<5000

dimension3

5000-10000 -.376 .206 .269 -.92 .16

10000-20000 -.527 .313 .337 -1.35 .29

>20000 -1.200* .424 .028 -2.31 -.09

5000-10000

dimension3

<5000 .376 .206 .269 -.16 .92

10000-20000 -.151 .284 .951 -.89 .59

>20000 -.824 .403 .179 -1.88 .23

10000-20000

dimension3

<5000 .527 .313 .337 -.29 1.35

5000-10000 .151 .284 .951 -.59 .89

>20000 -.673 .466 .476 -1.89 .55

>20000

dimension3

<5000 1.200* .424 .028 .09 2.31

5000-10000 .824 .403 .179 -.23 1.88

10000-20000 .673 .466 .476 -.55 1.89

*. The mean difference is significant at the 0.05 level.

Inference:

Here degree of freedom is 3 and 96. Also here if p-value obtained is less than 0.05 we can

reject the null hypothesis. F(3,96)=3.143 and p-value=0.029 which is<0.05. So we can reject

the null hypothesis.

Univariate Analysis of Variance:

Results:

Between-Subjects Factors

Value Label N

M/F 1 Male 70

2 Female 30

Descriptive Statistics

Dependent Variable:Monthly Expenses

M/F Mean Std. Deviation N

Male 2.47 .959 70

Female 2.70 .702 30

Total 2.54 .892 100


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Levene's Test of Equality of Error Variancesa

Dependent Variable:Monthly Expenses

F df1 df2 Sig.

.973 1 98 .326

Tests the null hypothesis that the error variance

of the dependent variable is equal across groups.

a. Design: Intercept + Income + Gender

Inference:

Here the degree of freedom is 1and 98. Here the levene’s test is significant since we got the

p value as 0.326 which is lesser than 0.5 indicating that homogeneity is valid here.


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SECTION 8

SUMMARY

Summary of various analysis are listed here.

1. Cross Tab

1.1. Monthly Income and Monthly Expense for Mobile

Here irrespective of Monthly income, most of the people spent `50-`400 per month.

1.2. Frequency of changing the SIM and Monthly Income

Here, irrespective of monthly income, most of the people have changed their sim

very less (0-2 times).

2. Chi-Square Test

2.1. Age and Impact of Celebrities

No significant relationship.

2.2. Monthly income and Monthly Expense

No Significant relationship.

2.3. Usage of SIM and Tariff Scheme

No Significant relationship.

3. Correlation

3.1. Correlation between Monthly expenditure and Age

Relationship exists between these two.

3.2. Correlation between Minutes Per Day And Age

Relationship exists between these two.

3.3. Correlation between SMS per day and Age

No relationship exists.

3.4. Correlation between Tariff preference and Age

No relationship exists.

4. ANOVA

4.1. Monthly Expenditure and Monthly Income

Significant relation between Monthly Expenditure and Monthly Income.


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SECTION 9

CONCLUSION

In the era of information explosion, people are to be provided with quick and timely access to

information. In India, there era ten cellular companies competing to provide efficient and

quality services to customer. Government and private operators are competing at close

margin and are trying to provide multiple valued added services to people hence the cellular

operators should strive to provide cost effective quality equipment lesser charges for

connectivity at various levels and connectivity based on consumer requirement this

significance development in this field in the past ten years show that there is a very bright

scope for expansion and modernization in cellular area with a very short span of time. Thus

mobile phone service provider should rectify the problems faced by consumer to become a

leading company in world.

Competition in telecom industry is heating up its time for Indian telecom players also to align

up in the new dynamic business environment. Telco majors should think to launch the

product according to the needs of customers to satisfy them and make them brand loyal as

very soon this blue ocean of Indian telecom scenario will convert into red ocean where the

loss of is the gain of other. They should also think for searching new space or we can say

either creating a new blue space to sustain their growth in long run. There is more room for

data analysis but the rest of the part is beyond the scope of this project report


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REFERENCES

Books:

Philip Kotler, ‘Marketing Management’ Prentice Hall of India Pvt. Ltd. New Dehli.

C. R. Kothari ‘Research Methodology’, vishwa publication, New Delhi.

Saxena Rajan ‘Marketing Management’ Tata Mcgraw-hill publicating Co. Ltd. New Delhi.

H. V. Verma ‘Marketing of Services’ Global business press, New Delhi.

Business Today magazine of February issue,2008.

Rajendra Nargundkar, ‘Marketing Research, Text and Cases’, Tata Mcgraw-hill

publicating Co. Ltd. New Delhi.

Web Resources:

www.trai.gov.in

http://www.tataindicom.com/t-aboutus-ttsl-organization.aspx

http://www.rcom.co.in/webapp/Communications/rcom/Aboutus/aboutus_home.jsp

http://www.ideacellular.com/IDEA.portal?_nfpb=true&_pageLabel=IDEA_PageAboutIdea

http://www.bsnl.co.in/about.htm

http://www.bsnl.co.in/service/tariff_excel_pre.htm

http://210.212.144.243/utility/tariff.htm

http://www.trai.gov.in/trai/upload/PressReleases/15/pr16jan06.pdf

http:// www.wikipedia

www.totalnetwork.co.in

http://www.rcom.co.in/webapp/Communications/rcom/index.jsp

http://www.wikipedia.org

http://www.scribd.com

Brand Preference of Mobile Phone Network Service Providers Mini Project


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Name Type Width Decimals Label Values

1 Age_Group Numeric 1 0 Age Group {1, 17-25}...

2 Gender Numeric 1 0 M/F {1, Male}...

3 Qualification Numeric 1 0 Educational Qu... {1, 10th}...

4 Income Numeric 1 0 Monthly Income {1, <5000}...

5 Connection Numeric 1 0 Pre/Post {1, PrePaid}...

6 Network Numeric 1 0 CDMA/2G/3G {1, CDMA}...

7 Aircel Numeric 1 0 Aircel {1, Aircel}...

8 Airtel Numeric 1 0 Airtel {1, Airtel}...

9 BSNL Numeric 1 0 BSNL {1, BSNL}...

10 Docomo Numeric 1 0 Docomo {1, Docomo}...

11 Idea Numeric 1 0 Idea {1, Idea}...

12 MTS Numeric 1 0 MTS {1, MTS}...

13 Reliance Numeric 1 0 Reliance {1, Reliance}...

14 Uninor Numeric 1 0 Uninor {1, Uninor}...

15 Virgin Numeric 1 0 Virgin Mobile {1, Virgin}...

16 Vodafone Numeric 1 0 Vodafone {1, Vodafone...

17 Life_Time Numeric 1 0 Life Time {1, Life Time...

18 Students Numeric 1 0 Students Pack {1, Students...

19 Monthly Numeric 1 0 Monthly Plan {1, Normal ...

20 Pay_per_se... Numeric 1 0 Pay per second {1, All india ...

21 How_Long Numeric 1 0 How long using ... {1, <1 years...

22 Sim Numeric 1 0 More than one ... {1, Yes, of d...

23 Tariff Numeric 1 0 Tariff {1, Strongly ...

24 Brand Numeric 1 0 Brand Image {1, Strongly ...

25 Coverage Numeric 1 0 Network Coverag {1, Strongly ...

26 Advertisement Numeric 1 0 Advertisements {1, Strongly ...

27 Customer_s... Numeric 1 0 Customer Service {1, Strongly ...

28 Expenses Numeric 1 0 Monthly Expen... {1, 10-50 rup...

29 Talk Numeric 1 0 Minutes per day {1, 1-30 Min...

30 SMS Numeric 1 0 SMS per day {1, 0-25 sms...

31 MMS Numeric 1 0 MMS {1, MMS}...

32 Internet Numeric 1 0 Internet {1, Internet}...

33 VideoCall Numeric 1 0 Video Call {1, Video Ca...

34 SIM_Services Numeric 1 0 SIM Services {1, SIM Serv...

35 Tariff_offer Numeric 1 0 CallTariff prefer... {1, Pay/Sec...

36 Sim_Changed Numeric 1 0 SIM changed in... {1, 0-2 years...

37 First_New_... Numeric 1 0 1stpreference {1, Call Rate...

38 Second_ne... Numeric 1 0 2ndpreference {1, Call Rate...

39 third_new_c... Numeric 1 0 3rdpreference {1, Call Rate...

APPENDIX SPSS Variable View



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Missing Columns Align Measure Role

1 None 8 Right Scale Input

2 None 7 Right Nominal Input



































37 None 6 Right Ordinal Input





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Name Type Width Decimals Label Values

40 TV Numeric 1 0 Television {1, TV}...

41 Newspaper Numeric 1 0 NewsPaper {1, Newspap...

42 Magazine Numeric 1 0 Magazines {1, Magazin...

43 Internet_Advt Numeric 1 0 Internet {1, Internet}...

44 Hoardings Numeric 1 0 Hoardings {1, Hoarding...

45 Word_of_mo.. Numeric 1 0 Word of Mouth {1, Word of ...

46 Celebrities Numeric 1 0 Impact of celebr... {1, Yes}...

47 Advised Numeric 1 0 Advised to take ... {1, Family M...

48 Where Numeric 1 0 Bought SIM fro... {1, Compan...

49 Best_Offer Numeric 1 0 Best one offer {1, Free Unli...

50 Satisfaction Numeric 1 0 Customer servic... {1, Yes}...

51 Change_Pro... Numeric 1 0 Like to change t... {1, Yes}...



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Missing Columns Align Measure Role















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1) Which age group you belongs to?

a) 17-25 b) 25-35 c) 35-55 d) >55

2) Your Gender?

a) Male b) Female

3) Your Educational qualification?

a) 10th b) Plus Two c) Graduation d) Post Graduation e) PhD

4) Your monthly income range?

a) <`5000 b) `5000 - `10000 c) `10000 - `20000 d) >`20000

5) Which type of mobile connection do you use?

a) Prepaid b) Postpaid

6) Which kind of mobile network do you use?

a) CDMA b) 2G c) 3G

7) Which connections you presently own?

a) Aircel b) Airtel c) BSNL d) Docomo e) Idea f) MTS

g) Reliance h) Uninor i) Virgin Mobile j) Vodafone

8) Which scheme you using?

a) Life time b) Students pack

c) Normal monthly plan d) All India pay per second plan

9) From how long you are availing the services of your present service provider?

a) <1 year b) 2 years c) 3 years d) >4 years

10) Are you using more than one SIM at a time?

a) Yes, of different providers b) Yes, of same provider c) No

11) Reasons for choosing your service provider.. Strongly Agree Neutral Disagree Strongly

Agree Disagree

i. Tariff

ii. Brand Image

iii. Network Coverage

iv. Advertisements

v. Customer Service

12) How much is your monthly expenses on mobile phone?

a) `10-50 b) `50-150 c) `150-400 d) >` 400

13) How many minutes you talk in your mobile phone per day?

a) 1-30 minutes b) 30-60 minutes c) 60-120 minutes d) >120 minutes

C C C

C

C C

C C C CC

C C

C C

C C C C

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C C C C C C C C C C

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14) How many SMS you send per day?

a) 0-25 b) 25-75 c) 75-150 d) >150

15) Which services you use in your mobile phone (other than voice calls and SMS)?

a) MMS b) Internet c) Video call d) SIM Services e) Nothing

16) Which tariff you prefer?

a) Pay/second b) Pay/minute c) Pay per several minutes

17) How many times you have changed your connection in the last three years?

a) 0-2 b) 2-5 c) 5-10 d) >10

18) For a new connection, which services will you prefer (give the order of preference)? a) Call rates b) SMS rates c) Value Added Services d) Internet Charges e) Validity f) SIM Cost g) Roaming Charges h) Coverage

1st____ 2nd____ 3rd____

19) From where you are getting information about new offers?

a) TV b) Newspaper c) Magazine d) Internet e) Hoardings f) Word of Mouth

20) Is there any impact of celebrities on your purchasing decision?

a) Yes b) No

21) Who advised you to take the connection of your present provider?

a) Family members b) Friends c) Relatives d) Others e) My decision

22) From where did you bought your SIM?

a) Company Outlet b) Nearest Retailer c) Road Side shop d) Others

23) Which offer you like the most (Tick only ONE)?

a) Free unlimited local calls to one number(same provider)

b) Free 3000 SMS/month c) Free 2GB GPRS/month

d) Reduced Roaming charges e) Reduced STD charges

f) Reduced Video call charges g) Reduced night calling charges

h) Reduced call charges to 5 numbers(same provider)

24) Are you satisfied with the customer service of your present service provider?

a) Yes b) No

25) Would you like to change your current service provider in future?

a) Yes b) No c) I can’t say

If yes, please specify the new provider ________________________

26) Any one thing that you don’t like about your service provider and would like them to improve… ___________________________________________________________________________

________________________________________________________________

C

C C C C

C C C

C

C C C

C C C C

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Documents

Factors affecting the selection of Mobile Phone Network Service Providers