Mobail Servise Provider

8/3/2019 Mobail Servise Provider

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Chi square value: 11.143 Table value: 9.488

Interpretation of Chi:- As the 95% level of confidence Chi square value 11.143 is morethan the table value 9.488, so the null hypothesis is rejected, it means Airtel is the best service

provider of customer care service in the industry..

Interpretation:- From the above data interpretation we can conclude that Airtel is the bestservice provider of customer care service. As it has been also found in some of the article thatAirtel is expending more on its customer care service as compare to other competitors in themarket. The Vodaphone service is also satisfactory as most of the users has rated it assatisfied service provider. But Bsnl is to be found as a not satisfactory service provider. Mostof the users said that they have not talk to their customer care service provider even for asingle time.

Q11:- How satisfied are you with the process of getting your queries resolved?

Brands VerySatisfied

Satisfied Neutral Dissatisfy VeryDissatisfy

Airtel 12 17

Vodafone 2 12 3

Idea 1 1 8 6 2

Bsnl 3 3 9 19



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Interpretation: - From above data analysis we can say that most of the users, who aresatisfied with their customer care service, are also satisfied with the process of getting their queries resolved. Airtel again has been rated as the best service provider for getting queriesresolved. Results are similar approximately with the 10-question analysis.

Q12:- The customer service representative was very courteous.

Brands StronglyDisagree

SomewhatDisagree

Neutral SomewhatAgree

StronglyAgree

Airtel 7 13

Vodaphone 8 14

Idea 2 12 10

Bsnl 20 12 2



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Interpretation: - Above data analysis shows that most of the users of all companies foundtheir customer service provider courteous. But the result of BSNL is not good as the users saythat they have not talk to their customer care service provider even for a single time. Some of them have talk but after a lot of waiting time. So they are found not satisfied and rated thisquestion also as dissatisfied. So after studying their views with a personal discussion we can

not say that the customer care representatives of BSNL are not courteous.

Q13: - The customer service representative was very knowledgeable.


SomewhatDisagree


StronglyAgree

Airtel 3 22

Vodaphone 1 17

Idea 8 5 10

Bsnl 20 12 2



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Interpretation: - Above data analysis shows that most of the users of all companies foundtheir customer service provider knowledgeable. But the result of BSNL is again not good asthe users say that they have not talk to their customer care service provider even for a singletime. Some of them have talk but after a lot of waiting time. So they are found not satisfiedand rated this question also as dissatisfied. So after studying their views with a personaldiscussion we can not say that the customer care representatives of BSNL are notknowledgeable. But one more finding is there in that question that Idea is not perfect in hiring

best personnel for customer care representatives as 8 users are neutral for this question reply.

Q14:- The waiting time for having my questions addressed was satisfactory.


SomewhatDisagree


StronglyAgree

Airtel 2 23

Vodafone 3 15

Idea 8 5 10

Bsnl 20 12 2



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Interpretation: - Above data analysis shows that most of the users of all companies arefound satisfactory with the waiting time their queries resolved. But the result of BSNL isagain not good as the users say that they have not talk to their customer care service provider even for a single time. Some of them have talk but after a lot of waiting time. So they arefound not satisfied and rated this question also as dissatisfied and neutral. So after studying

their views with a personal discussion we can not say that the customer care representativesof BSNL are not able to solve their customer queries in a satisfactory time.

ConclusionCONCLUSION

• As per my belief we have seen that the choice of mobile handset and services can not beseparated came out true because when we tried to find out the customer decision .we

successfully classified customers in to eight group each with some special requirementservice wise and handset’s attribute wise. Competition in telecom industry is heating upits time for Indian telecom players also to align up in the new dynamic businessenvironment.

• Telcom majors should think to launch the product according to the needs of customers tosatisfy them and make them brand loyal as very soon this blue ocean of Indian telecomscenario will convert into red ocean where the loss of is the gain of other .They shouldalso think for searching new space or we can say either creating a new blue space tosustain 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 According to the results, the most important determinant for consumers are

price and sacrifice perception (monetary and non-monetary sacrifice), which in perception. These are periodical fixed cost, minute or traffic charge and opening costwhen purchasing mobile phone. The results indicate that the minute charge is the most



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influential factor when a customer assesses to purchase. The second most important factor is the periodical fixed cost and another factor is the opening cost. These indicate, notsurprisingly, that communication firms need to deeply consider. Also, this indicates that alot of effort must be put in the pricing strategy.

• Quality of service and the ability to attract and retain customers dictate the success or failure of next-generation communications service providers. In today’s competitiveenvironment, customers are quick to abandon services that do not meet expectations.The ease with which customers can switch from their current service to another,demands that providers deliver the highest possible levels of service quality and

performance. To be successful, communications service providers must deliver positive customer experiences with rich, value-added services supported bycomprehensive service quality management. To this effect-Mobile services hasexperienced the negative attributes of not being customer focused and realizes thatquality is an attribute that creates customer satisfaction profitably. Therefore qualitymust be fused with all resources channeled towards their customers

BibliographyREFERANCES

1. Jallet, Frederic, “Yield management, Dynamic pricing and CRM in

telecommunications”,

(http://www.emeraldinsight.com/Insight/viewContentItem.do;jsessionid=236E2B6B4

5CF101465D540FD4401AEB9?

contentType=Article&hdAction=lnkhtml&contentId=1747102&history=true>)

[Viewed 13/3/09]

2. Debnath, Roma Mitra, “Benchmarking telecommunication service in India”, 2008


5CF101465D540FD4401AEB9?


[Viewed 2/3/09]

3. Robins, Fread, “The marketing of 3G”, vol 21, no 6, 2008



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5CF101465D540FD4401AEB9?


[Viewed 2/4/09]

4. Kalwani, Banumathy, “Consumer’s Attitude towards Cell phone Services”, 2006

5. Fernandez, Fronnie, “Understanding Dynamics in an Evolving Industry: Case of

Mobile VAS in India”, 2007

(http://www.emeraldinsight.com/Insight/viewContentItem.do;jsessionid=2086527F07

57A565F9A6CBAC8800F658?


[Viewed 4/4/09]

6. Kumar, Kaliyamoorthy , “ Influence of Demographic Variables on Marketing

Strategies in the Competitive Scenario”, 2007


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[Viewed 4/4/09]

7. Seth et, Etal, “Managing the Customer Perceived Service Quality for Cellular Mobile

Telephone: an Empirical Investigation”, 2008


57A565F9A6CBAC8800F658?contentType=Book&hdAction=lnkhtml&contentId=1758667&history=true>)

[Viewed 6/4/09]

8. Tecor, Jha, “Understanding Mobile Phone Usage Pattern among College-Goers”,

2008


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contentType=Book&hdAction=lnkhtml&contentId=1760544&history=true>)

[Viewed 7/4/09]

9. Bhatt, Andre, “A Study of Mobile Phone Usage Among the Post Graduate Students”,

2008

10. Chris, Kambitsis, “Telecom advertising in print media”, 2003

Journal

• The Indian Telecom Industry, IIM Calutta, Vatsal Goyal, 2007

• Investment Surge in the Indian Telecom Space, Times Global, Issue 2, 2008

• A multiple-perspective model for technology assessment, vol 3, 2008

• The marketing of 3G, Vol 21, no. 6, 2003

Books

• Zeithaml, Valarie (2008), Service Marketing , 4 th Ed. New Delhi: Tata McGraw Hill

Publishing Company Lmt.

1.6 ANNEXURE

Questionnaire

NAME- ___________________ MOBILE MODEL- ________

AGE- ________ OCCUPATION-_________________

Q1:- Which mobile connection do you have?



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a) Airtel b) Vodafone c) Idea d) Bsnl

Q2:- What kind of service you have

a) Pre-paid b) Post-paid

Q3:- Overall, how would you rate your service provider?

a) Excellent b) Good c) Average d) Poor e) Terrible f) Not Sure

Q4:- Rank the following factors which influenced you to buy the service of your choice?

a) Price

b) Network Service

c) Brand Image

d) Value Added Services (Rel to Rel Free after 11PM)

Q5- Rank the following VAS which attracted you the most to buy or retain the mobile

service:

a) SMS pack 1 2 3 4 5 Excellent --1 2 3 4 5 --

Poor

b) Concession Call Rates 1 2 3 4 5

c) Internet Service 1 2 3 4 5



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d) Full Talk Time 1 2 3 4 5

Q6:- How long have you used the service of that company?

a) Less than one month b) 1 to 6 months c) 6 months to a year

d) 1 to 3 years e) Over 3 years

Q7:- Overall, how satisfied are you, with network service of your company?

a) Very satisfied

b) Satisfied

c) Neutral

d) Dissatisfied

e) Very dissatisfied

Q8:- How would you rate the service's value for money?

a) Excellent b) Good c) Fair d) Poor d) Not sure

Q9:- What kind of problems occurs the most for which you need to contact customer

care/service department of your service provider? Rank them.

a) Billing related

b) Activation/deactivation related

c) Information about VAS’s

d) Network problem



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Q10:- In thinking about your most recent experience with that company, how much satisfied

are you with the customer care service?

a) Very satisfied

b) Satisfied

c) Neutral

d) Dissatisfied


f) N/A

Q11:- How satisfied are you with the process of getting your queries resolved?

a) Very satisfied

b) Satisfied

c) Neutral

d) Dissatisfied


Q12:- The customer service representative was very courteous.

a) Strongly Disagree

b) Somewhat Disagree

c) Neutral

d) Somewhat Agree

e) Strongly Agree

Q13:- The customer service representative was very knowledgeable.




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c) Neutral

d) Somewhat Agree

e) Strongly Agree

Q14:- The waiting time for having my questions addressed was satisfactory.



c) Neutral

d) Somewhat Agree

e) Strongly Agree

If you were not totally satisfied with the customer service, will you please describe the

reasons for your dissatisfaction?

-- -

Thank you for spending your precious time on filling in the questionnaire for us!

Documents

Mobail Servise Provider