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.
A STUDY ON THE CUSTOMER SATISFACTION OF MOBILE
NETWORK SERVICE PROVIDERS
( With Special Reference To Pollachi Taluk)
Submitted by
K. HARI SHANKAR
Reg. No : 2009 R 694
Under the guidance ofDr.K .SIRAJUDDIN, M.Com., M.Phil.,Ph.D..
Associate Professor of Commerce
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INTRODUCTION
The Telecom sector has been one of the fastest growing service
industries in the world
It has emerged as one of the key sectors responsible for Indias
resurgent Indias economic growth.
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India has the world's second-largest mobile phone users with 894
million as of December.
India has come to be regarded as the world's most competitive and
one of the fastest growing telecom markets.
The industry is expected to reach a size of 344,921 crore by 2012
at a growth rate of over 26 per cent, and generate employment
opportunities for about 10 million. To emphasizing on latest technology like GSM, CDMA, Fixed line
and WLL.
TELECOMMUNICATION IN INDIA
http://en.wikipedia.org/wiki/List_of_countries_by_number_of_mobile_phones_in_usehttp://en.wikipedia.org/wiki/Crorehttp://en.wikipedia.org/wiki/Crorehttp://en.wikipedia.org/wiki/List_of_countries_by_number_of_mobile_phones_in_usehttp://en.wikipedia.org/wiki/List_of_countries_by_number_of_mobile_phones_in_usehttp://en.wikipedia.org/wiki/List_of_countries_by_number_of_mobile_phones_in_use8/2/2019 hari 1presentation
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STATEMENT OF THE PROBLEM
Does the customers are aware about their mobile network service providers?
What are the services provided by the mobile network service provider to
their customers?
What are reasons for selecting their mobile network service provider?
Whether the service provided by mobile network service provider is
satisfying the customers?
Are the facilities available adequate to satisfy the customers?
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RESEARCH OBJECTIVES
To study the awareness of the customer about the mobile network
service providers.
To know the customer preference towards the mobile network service
providers.
To examine the level of satisfaction of customers towards mobile
network service providers.
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METHODOLOGY
The present study has been carried out with the help of both primary
and secondary data.
The primary data were collected from 166 respondents who avail the
services of various mobile networks.
The secondary data were collected through Magazines, Newspapers,
Websites and other popular journals.
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FRAMEWORK OF ANALYSIS
The following statistical tools are used in the study for the purpose of
analyzing the data.
Simple percentage.
Chi-square .
ANOVA
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SOCIO ECONOMIC PROFILE OF THE CUSTOMERS
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FINDINGS
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Majority of the respondents i.e. 86( 51.80%) are residing in Urban
area.Most of the respondents i.e. 93(56.00%) are male respondents.
It is identified that maximum of the respondents i.e.105(63.30%) fall
in the age group of 21-41.
Majority of the respondents i.e. 71(42.80%) are post graduates.
There is equal percentage of married and unmarried respondents.
Out of total respondents 49(29.50%) respondents are Employed.
85(51.20%) respondents having four members in their family.Majority of the i.e. 132(79.50%) respondents incur moderate level of
family expenditure.
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THE FOLLOWING FINDINGS CONTAIN THE
DETERMINANTS OF LEVEL OF AWARENESS
OF THE CUSTOMERS.
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There does not exist any significant association between area of
residence and level of awareness.
There does not exist any significant difference between the
respondents classified on the basis of area.
There does not exist any significant association between Gender andlevel of awareness.
There does not exist any significant difference between the
respondents classified on the basis of gender.
There exists significant association between Age and level of
awareness.
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There does not exist any significant difference between the respondents
classified on the basis of age.
There exists significant association between Educational Qualification
and level of awareness.
There exists significant difference between the respondents classified on
the basis of educational qualification.
There does not exist any significant association between marital status
and level of awareness.
There exist significant differences between the respondents classified on
the basis of marital status.
There does not exist any significant association between Occupation and
level of awareness.
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FACTORS INFLUENCING LEVEL OF PREFERENCE
OF CUSTOMER
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There does not exist any significant association between area of
residence and level of preference.
There does not exist any significant difference between the
respondents classified on the basis of area.
There does not exist any significant association between Gender and
level of preference.
There does not exist any significant difference between the
respondents classified on the basis of gender.
There does not exist any significant association between Age and level
of preference.
There does not exist any significant difference between the
respondents classified on the basis of age.
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There does not exist significant difference between the
respondents classified on the basis of period of using present
network.
There does not exist any significant association between using
more than one sim cardand level of preference.
There exists significant difference between the respondents using
more than one sim card.
There does not exist any significant association between number
of calls made per day and level of preference.
There does not exist significant difference between the
respondents classified on the basis of calls made per day.
There does not exist any significant association between number
of SMS sent per day and level of preference.
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DETERMINANTS OF LEVEL OF SATISFACTION OF THE CUSTOMERS
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There does not exist any significant association between area of
residence and level of satisfaction.
There does not exist any significant difference between the
respondents classified on the basis of area.
There does not exist any significant association between gender
and level of satisfaction.
There does not exist any significant difference between the
respondents classified on the basis of gender.
There does not exist any significant association between age and
level of satisfaction.
There does not exist any significant difference between the
respondents classified on the basis of age.
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SUGGESTIONS
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Availability of the recharge cards should be increased.Tower facilities to be increased.
Do not activate value added service without the customers consent.
Cut down the roaming charges.
3G has to be implemented in all the areas.
Bonus talk time facility should be availed.
Call charges while contacting customer care should be taken off.
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SMS charges during festival seasons should be taken off.
Preference should be given to rural areas by the network
providers.
Concessional call rates during night time should be
introduced.
Internet speed should be increased to get faster accessibility.
Free talk time facility has to be introduced.
Value added services have to be increased.
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CONCLUSION
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The result indicates that customers are well aware about
their network providers. Most of them suggested that value added
service should be increased inorder to retain the customers. Most of
the respondents suggestion is to cutoff offer calls from customer
care frequently. The results indicate that the minute charge is themost influential factor when a customer assesses to purchase.
These indicate, not surprisingly, that communication firms need to
deeply consider. Also, this indicates that a lot of effort must be put in
the pricing strategy.