PROJECT REPORT

ON
“TO STUDY ON CUSTOMER SATISFACTION
TOWARDS VODAFONE MOBILE SERVICE LTD.”

In The Partial Fulfillment Of

BACHELOR OF BUSINESS ADMINISTRATION
ACADEMIC SESSION
(2016-2019)
In The Supervision of Submitted by: SANJAY
MS. SHILPA GOEL Roll No:

Registration No. 1617460034

HINDU COLLEGE SONEPAT

(AFFILIATED TO MAHARISHI DAYANAND UNIVERSITY, ROHTAK)

 DECLARATION

I Sanjay pursuing bachelor of Business Administration (BBA) 3rd year from

Hindu College sonipat, Rohtak in the session 2016-19. I Hereby declare that this Project

report on titled “TO STUDY ON CUSTOMER SATISFACTION TOWARDS

VODAFONE MOBILE SERVICE LTD.”

is the outcome of my own effort at Vodafone Mobile Service Ltd., organization under the
guidance of Shilpa Goel the same report has not been submitted earlier to any
Institute/University for awarding any degree/diploma of BBA or any other professional
course. If there will be any violation of IPR than I will be solely responsible to that and
Institute/University has right to cancel my degree.

Sanjay

BBA Final

Registration No.1617460034
 ACKNOWLEDGEMENT

Any attempt at any level can never be satisfactorily completed without expert guidance. I

would like to thank MS. Shilpa Goel, for giving me a lot of their precious time and inputs

to make this project. Her deep knowledge and understanding of the topic is an inspiration

to one and all. My study could not have been completed if I had not been able to get all

the valuable data and reference materials from the Internet or Journels.

I am also thankful to other members of the Marketing Department for making available all

the resources required for the completion of this project report.

SANJAY
 PREFACE

Progress is a continuous process. It is relative and absolute. We cannot stop at a certain

destination and declare that target has been achieved and we need not to go further.

In this new are all the countries & their companies are trying their best to improve

economic growth. This trend has created a very complex & competitive environment in

the field of business, trend & win the race a new system of management is much needed.

To fulfill this need a new field of modern science has developed very fast i.e. Bechelor of

Business Administration. In this curriculum there are several phases, which have to be

covered & compelled properly.

The experience that I have gathered during this period has certainly provided me with an

orientation which, I believe, will help me to shoulder my assignment successfully in near

future. During this period, I have collected all the information of “VODAFONE Corporate

Connections in Ghaziabad Region” through primary and secondary. On the basis of my

study, However to cover the detailed information in such a short period was not possible.

Despite the inherent shortcomings of genuine attempt was made on my part see that the

study was carried out in the right respective

 CONTENTS

1. Introduction……………………………………………………..

2. Objective of the study……………………………………….....

3. Customer satisfaction …………………………………………

3. (a)SWOT Analysis………………………………………………. .

4. Scope of study…………………………………………………

5. Research Methodology………………………………………....

6. Research design………………………………………………….

7. Data analysis and interpretation………………………………….

8. Findings………………………………………………….……….

9. Conclusions…………………………………………………..….

10. Suggestions………………………………………………………

11. Limitation………………………………………………………..

12. Questionnaire…………………………………………………….

13.Bibliography……………………………………………………..
 INTRODUCTION

"Telecommunications is the backbone of our future economy. International

competitiveness increasingly depends on the development of a telecommunications

infrastructure that is compatible with international standards"

The cellular industry all over the world has been witnessing very high growth rates in

subscriber base in recent years. For developing countries in particular, cellular services are

becoming a very significant proportion of the overall telecom infrastructure. The

mechanics of competition within this market involve complex feedback effects between

individual service providers and with their operating environment, and these forces play

an important role in governing the growth of this industry.

The Indian telecommunications sector has undergone a major process of transformation

because of significant Government policy reforms during the recent years. The New

Telecom Policy, 1999 focused on creating an ideal environment for investment,

establishing communication infrastructure by leveraging on technological development

and providing affordable telecom services to all. These objectives of the policies have

resulted in rapid growth of subscribers and lower tariffs. We believe that with these major

initiatives of the Government, the mobile market in India will have a promising future.
In a country like India which is not yet telephone-saturated and the ongoing changes in

related areas are resulting in a rapidly changing profile of users, providers and their

respective needs, continuous revision of the telecom policy is imperative. Given the

emerging new technologies and the integrating economies there must be fairness among

competitors.

The tele-density in India is about four per hundred people in respect of the fixed

telephones and a little less than one in respect of the mobile telephony. The low densities

are not because there is no need for a telephone but because of its high cost that many

cannot afford that one. The situation here is nothing but holding true of the “law of

demand”. Isn’t it?

 Objective of study:

Following are the main objective to study about the customer satisfaction on Vodafone.

 To study telecommunication industry.

 To study the company profile of Vodafone.

 To study customer satisfaction of Vodafone.

 To study various Marketing activities provided by Vodafone.

 To study the various services provided by Vodafone.

 To know the expectation of Vodafone Customers.

 CUSTOMER SATISFACTION

Introduction:

Customer satisfaction, a business term, is a measure of how products and services

supplied by a company meet or surpass customer expectation. It is seen as a key

performance indicator within business and is part of the four perspectives of a Balanced

Scorecard.

In a competitive marketplace where businesses compete for customers, customer

satisfaction is seen as a key differentiator and increasingly has become a key element of

business strategy.

There is a substantial body of empirical literature that establishes the benefits of customer

satisfaction for firms.

Measuring customer satisfaction

Organizations are increasingly interested in retaining existing customers while targeting

non-customers; measuring customer satisfaction provides an indication of how successful

the organization is at providing products and/or services to the marketplace.

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation

of the state of satisfaction will vary from person to person and product/service to

product/service. The state of satisfaction depends on a number of both psychological and

physical variables which correlate with satisfaction behaviors such as return and

recommend rate. The level of satisfaction can also vary depending on other options the

customer may have and other products against which the customer can compare the

organization's products.

Because satisfaction is basically a psychological state, care should be taken in the effort of

quantitative measurement, although a large quantity of research in this area has recently

been developed. Work done by Berry, Brodeur between 1990 and 1998 defined ten

'Quality Values' which influence satisfaction behavior, further expanded by Berry in 2002

and known as the ten domains of satisfaction. These ten domains of satisfaction include:

Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental

Teamwork, Front line Service Behaviors, Commitment to the Customer and Innovation.

These factors are emphasized for continuous improvement and organizational change

measurement and are most often utilized to develop the architecture for satisfaction

measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry

between 1985 and 1988 provides the basis for the measurement of customer satisfaction

with a service by using the gap between the customer's expectation of performance and

their perceived experience of performance. This provides the measurer with a satisfaction

"gap" which is objective and quantitative in nature. Work done by Cronin and Taylor

propose the "confirmation/disconfirmation" theory of combining the "gap" described by

Parasuraman, Zeithaml and Berry as two different measures (perception and expectation

of performance) into a single measurement of performance according to expectation.

According to Garbrand, customer satisfaction equals perception of performance divided

by expectation of performance.

The usual measures of customer satisfaction involve a survey with a set of statements

using a Likert Technique or scale. The customer is asked to evaluate each statement and in

term of their perception and expectation of performance of the organization being

measured.

Vodafone had highest customer satisfaction index in 2018

Lisbon, 25 August 2018 - Vodafone obtained the highest customer satisfaction index in

the telecommunications sector in 2018, according to annual results published by Anacom.

Vodafone achieved a satisfaction index of 74.4 (on a scale of 0 to 100), the highest score

of all the companies in the Portuguese telecommunications market and considerably above

the sector average of 67.6.

In the report published by Anacom, Vodafone is ranked in first place in all the indicators

included in the survey: Satisfaction with the operator, Image that customers have of the

operator, Customer Expectations, Perceived Quality of the operator's network and

services, Perceived Value for Money, Complaints received and their handling, and

Loyalty of customers to their operator.

In the Perceived Quality indicator, Vodafone obtained a score of 8.3 points for overall

quality, way ahead of the scores of the other two operators (both obtained 7.7 points).

Vodafone comes top in all the indicators for perceived quality of network and services:

technical quality of the network (8.2 points); customer service and advice capability (7.6
points); quality (8.2 points), diversity (8.0 points) and reliability (7.9 points) of products

and services offered; clarity and transparency of information supplied (7.8 points);

network coverage (7.9 points) and clarity and transparency of price plans (7.9 points).

Similarly, in the indicators measuring the Image of mobile operators, Vodafone comes top

in the five categories analyzed (on a scale of 1 to 10): 'It is a reliable company in terms of

what it says and what it does' (8.1 points); 'It is stable and well established in the market'

(8.8 points); 'It contributes positively to society' (7.5 points); 'It cares about its customers'

(7.6 points); and 'It is innovative and forward looking' (8.5 points).

The methodology used in the ECSI Portugal 2009 survey (ECSI – European Customer

Satisfaction Index) is similar to that used by the European Commission to survey

customer satisfaction in 25 Member States, enabling comparisons to be made between the

results obtained in each country.

The ECSI Portugal 2011 Communications survey was carried out by the Higher Institute

of Statistics and Information Management at Lisbon's New University in partnership with

the Portuguese Quality Institute and the Portuguese Quality Association, with sponsorship

from Anacom.
 SWOT ANALYSIS

SWOT Analysis is a strategic planning method used to evaluate the Strengths,

Weaknesses, Opportunities, and Threats involved in a project or in a business venture. It

involves specifying the objective of the business venture or project and identifying the

internal and external factors that are favorable and unfavorable to achieving that objective.

The technique is credited to Albert Humphrey, who led a research project at Stanford

University in the 1960s and 1970s using data from Fortune 500 companies.

Strengths Weaknesses

Leadership Position Centralized Control –

Low Flexibility
Global Brand Strength

High Consumer churn

High Geographical reach
Internal
rates

Opportunities Threats
Expanding marketing Increased Competition

boundaries
Market saturation in

Growth through 4G Europe

External
Strategic Alliances Emergencies of Low

cost Brands
 SWOT ANALYSIS OF VODAFONE

Strengths:

The main strength of Vodafone within the telecommunications market lies in its

brand image and recognition. Vodafone, having established a global presence and having

invested highly in marketing a differentiated image by promoting a Vodafone life style,

currently enjoys a differentiating advantage that, if exploited properly, can offer a lead in

competition. The presence of Vodafone in numerous countries within Europe as well as in

all part of the world enhances this image. It allows customers to travel and enjoy easily the

services of their home country operator. In the few countries that Vodafone is not

physically present (e.g. Norway) it has well established strategic alliances which allow for

a better service of mobile clients.

Weaknesses:

The expansion of Vodafone has been completed at the expense of direct control of

its operations. The company grew through a process of acquisitions of national

telecommunications companies (e.g. the acquisition of the third biggest Czech mobile

phone operator, Cesky mobile) rather than organic growth. This increased its subscribers’

base quickly, offering direct market knowledge and immediate additions of customer

bases at the expense of direct effective control of the subsidiaries. At the same time

though, it implicitly imposed a centralized operational structure for the group, nominating

the UK headquarters as the leading business unit running a much centralised marketing
and handset procurement at group level. This has resulted in the neglect of local markets

and local differences, allowing market share to be gained by smaller local competitors.

Due to the highly saturated Western European market this has resulted in an increase in

the price elasticity of demand, with consumers becoming continuously price oriented. This

has resulted in high customer churn rates reaching the level of 32.8% in the UK compared

to O2’s 24%.

Opportunities:

The telecommunications market, even though highly saturated in some regions

offers great potential due to the ageing population and the sophistication of the consumers.

It offers great opportunities through a careful market segmentation and exploitation of

particular profitable segments. Different strategies should be pursued – simple phones and

simplified pricing plans to the ageing population and more updated, sophisticated

solutions for younger generations. The expanding Boundaries of the market could provide

further opportunities by allowing Vodafone to enter more aggressively into fixed‐line

service and to better enjoy the benefits of its high investment in 3G technology. Moreover

the company has undertaken its first steps in establishing strategic alliances to develop

customized solutions for end‐users: Vodafone recently announced two new partnerships,

one with supermarket group ASDA to launch an ASDA branded mobile service in the

UK, and another with electrical retailer DSG International to provide mobile solutions to

small businesses. This could further be enhanced to avoid being a late‐entrant in this new

method of distribution which offers access to a wide potential customer base.

Threats:

The European part of Vodafone’s market is characterized by existing high levels of

competition. Major brands such as O2 and T‐Mobile are exploiting the price sensitivity of

customers and in this way they are building a stronger image and presence in the market.

Indirect competition is also increasing further, through the presence of Skype and other

related (not only voice) Internet‐based services. This combined with the upcoming

European legislative measures is expected to limit further the tariffs for the network

providers imposing further need for price cuts which could harm the bottom line

profitability of the company.

 SCOPE OF STUDY:

There are many benefits related to take this study. Some of the benefits of taking this

study are as follows:

 By analyzing this information, the company would be able to better design schemes

& services & target right prospects’ needs & wants.

 More people will get aware about Vodafone that will increase profit level of

Vodafone.

 This study helps to identify the behavior of consumer when there are no offers &

schemes from Vodafone.

 RESEAECH METHODOLOGY

Introduction:

“Marketing research means the systematic gathering, recording, analyzing of data

about problems relating to the marketing of goods and services”

METHODOLOGY ADOPTED:

Research methodology is a way to systematically solve the research problem. Here we

study the various steps generally adopted by the researcher in studying the research

methods to continue a part of research methodology.

In this research, both Primary and Secondary data taken into consideration. The project

would be executed through primary data i.e. questionnaires, discussion with various age

groups of employee, information from other group of companies, internet data’s.

Primary data: - This is those, which are collected as fresh and for the first Time,

and thus happen to be original in character. There are many ways of data collection

of primary data like questionnaire, observation method, interview method, through

schedules, pantry Reports, distributors audit, consumer panel etc.

Secondary data: - These are those data, which are not collected afresh and are used

earlier also and thus they cannot be considered as original in character. There are

many ways of data collection of secondary data like publications of the state and

central govt., website, journals, companies reports, reports prepared by researchers,

reports of various associations connected with business, Industries, banks etc. For

this project secondary data was taken from company’s reports and websites.

RESEARCH DESIGN:

1. Type of research: Descriptive research design

2. Sources of data: Primary Data & Secondary Data

3. Primary Data – Questionnaire

4. Secondary Data – Websites

5. Data collection method: Survey Method,Questionnare

6. Survey Instrument: Questionnaire (Closed and Open Ended)

7. Method of communication: Collect the data through survey of the

employees in the organization

8. Sample size: 100 Employees

9. Sample unit: Here the researcher has randomly selected the

respondents of the New Delhi.

10.Sampling Design: Convenient sampling (sample collection)

 Data Analysis and Interpretation

After all the above steps are completed now the important step is data analyzing and

interpretation. For this there are various analytical and statistical tools. Some of these tools

are Percentage, Average, Dispersion, Co-relation, Co-efficient, etc.

Q1) Do you have a mobile phone?

Purpose:

The main purpose of this question is to know how many respondents use mobile phone.

7%

Yes
Suggestions Yes No
No

No. of respondents 93 7

93%

Interpretation:

93% of the respondents are have a mobile phone while 7% of the respondents do

not have a mobile phone.

Q2) Are you aware about telecommunications services?

Purpose:

The main purpose behind this question is to know about the awareness of respondents

regarding different telecommunications services and also to know about which

telecommunication(operator’s) service they use.

Suggestions Yes No
5%

No. of respondents 95 5

Yes
No

95%

Interpretation:

95% of the respondents are aware about telecommunications services while 5% are

not aware.
Which operator’s service do you use?

Operator’s service name No. of respondents

Vodafone 87
Airtel 29
Idea 17
Reliance 21
BSNL 5
Tata Indicom 3

3% 2%

13% Vodafone
Airtel

10% Idea

54% Reliance
BSNL
18%
Tata Indicom

Interpretation:

Major respondents using mobile are enjoying Vodafone services. 16% of the

respondents use Airtel, 6% respondents use Idea while 12%, 4% and 2% respondents use

Reliance, BSNL and Tata Indicom respectively.

Q3) Are you aware about Vodafone?

Purpose:

The purpose behind this question is to know about the awareness of Vodafone

among all the respondents.

awareness

13

yes
no

87

Interpretation:

Here 87% of respondents are aware about Vodafone Services.

Suggestions Yes No

No. of respondents 87 13
Q4) From which source you came to know about Vodafone?

Purpose:

The purpose behind this question is to know from which source the respondents

came to know about Vodafone

Sources No. of respondents

Advertisements 63
Hoardings 52
Newspapers 35
Mouth Publicity 26

15%

36% Advertisements
Hoardings
20%
Newspapers
Mouth Publicity

29%

Interpretation:

36% of the respondents are aware about Vodafone through Advertisements, 29% are

aware because of Hoardings while 20% and 15% of the respondents are aware because of

Newspapers and Mouth Publicity respectively.

Q5) Since how long you are using Vodafone Services?

Purpose:

The purpose behind this question is to know about the usage time of Vodafone

customers i.e. since how long they are using Vodafone services.

Time period No. of respondents

Less than 1 month 12
2-6 months 19
6-12 months 22
More than 1 year 34

14%

Less than 1 month

39%
2-6 months
22%
6-12 months
More than 1 year

25%

Interpretation:

Major Respondents using Vodafone are old customers. 39% of the respondents use

Vodafone services from past more than 1 year while the lowest is 14% respondents using

Vodafone services less than 1 month.

Q6) Which of the following services do you use of Vodafone?

Purpose:

The purpose behind this question is to know which services do the Vodafone

customer use, Pre-Paid or Post-Paid.

Services No. of respondents

Pre-Paid 73

Post-paid 14

16%

Pre-paid
Post-paid

84%

Interpretation:

84% of the respondents use pre-paid services while only 16% of the respondents use

post-paid services.
Q7) Which services are more helpful to you while using Vodafone Services?

Purpose:

The purpose behind this question is to know which services are more helpful to the

respondent while using Vodafone.

Services No. of respondents

Call Rates 27
SMS Rates 48
Network 36
Value Added Services 19

14%
21%

Call Rates
SMS services
Network
28%
Value Added services

37%

Interpretation:

Here major Respondents are youngsters so they mainly use SMS services of

Vodafone. 37% of the respondents use Vodafone for SMS services while only 14% of the

respondents use Vodafone for Value Added Services.

Q8) Do you call at customer care?

Purpose:

The purpose of this question is to know how

Suggestions Yes No many times and how often the respondents call at

customer care of Vodafone.

No. of respondents 76 11

13%

Yes
No

87%

Interpretation:

87% of the respondent calls at customer care while 13% respondents do not call at

customer care.
Q(9)If yes, how often you call at customer care?

Time Period No. of respondents

Daily 5

Once a week 12

Once a month 24

Occasionally 35

7%

16%
Daily
46% Once a week
Once a month
Occasionally
31%

Interpretation

Major respondents here call customer care occasionally. 31% respondents

respondents call customer care once a month while 16% and 7% of respondents call once

a week and daily respectively.

Q9) For what reason you call at customer care?

Purpose:

The main purpose of this question is to know the reason of the respondents

regarding calling at customer care.

Reasons No. of respondents

Value Added Services 21
Information regarding new schemes 23
Complaining 42
Other queries 36

17%
Value Added Services
30%
Information regarding
new schemes
19% Complaining

Other queries

34%

Interpretation:

34% of respondents call at customer care for complaining purpose while 30%, 19%

and 17% of respondents call customer care for other queries, information regarding new

schemes and value added services respectively.

Q10) Rate the following on the basis of your satisfaction.

Services Excellent Very Good Fairly Good Average Poor

Network 31 29 17 7 3

SMS Rates 6 19 35 24 3

New schemes 3 14 27 33 10

and offers

Customer Care 6 32 29 15 5

Recharge 12 28 31 14 2

Outlets

Call Rates 2 20 43 19 3

Value Added 9 24 29 19 6

Services

Services
100%

80%
Poor
60%
Average
40%
Fairly Good
20%
Very Good
0% Excellent
Network SMS rates New Customer Recharge Call rates value
schemes Care outlets added
and offers service
Network:

Purpose:

The purpose of this analysis is to know the perspective of the customers of

Vodafone
Service Excellent Very Good Fairly Good Average Poor
regarding

Network 31 29 17 7 3 network

service.

Network
3%

8%
Excellent
36%
Very Good
20%
Fairly Good
Average
Poor

33%

Interpretation:

Here major respondents are satisfy with the network coverage. 36% of the

respondents are rate the Vodafone’s network excellent, 33% rate it very good, 20% rate it

farely good while 8% and 3% rate it average and poor.

SMS Rates:

Purpose:

The purpose of this analysis is to know the perspective of the customers of

vodafone regarding Rates of SMS.

SMS Rates
3% 7%
Excellent

28% Very Good

22%
Fairly Good
Average
40% Poor

Service Excellent Very Good Fairly Good Average Poor

SMS Rates 6 19 35 24 3 Interpret

ation:

Here major respondents are not much satisfied with the SMS rates of Vodafone as

major respondents are youngsters. 7% of respondents rate it excellent, 22% rate it very

good, 40% rate it fairly good, 28% rate it average, 3% rate it poor.
New Schemes and Offers:

Purpose:

The main purpose of this analysis is to the respondent’s perspective related to the

new schemes and offers provided by Vodafone.

New schemes and offers

3%

12%
16% Excellent
Very Good
Fairly Good
38% Average
31%
Poor

Service Excellent Very Good Fairly Good Average Poor

New schemes 3 14 27 33 10
and offers
Interpretation:

Here major respondents are not much satisfied with new schemes and offers of

Vodafone. 38% respondents rate new schemes and offers as average, 31% respondents

rate it as fairly good, 16% rate it as very good while 12% and 3% rate it as poor and

excellent respectively.
Customer Care:

Purpose:

The main purpose of this analysis is to know about the satisfaction of customer care

service provided by Vodafone to their customers.

Customer Care
6%
7%

17% Excellent
Very Good
37% Fairly Good
Average
Poor
33%

Service Excellent Very Good Fairly Good Average Poor

Customer Care 6 32 29 15 5

Interpretation:

Customer care service of Vodafone is better compared to some of the other

services. 37% respondents rate it as very good, 33% rate it as fairly good, 17% rate it as

average, and 6% and 7% rate it as poor and excellent respectively.

 Recharge Outlets:

Purpose:

The purpose behind this analysis is to know about the satisfaction of the Vodafone

customers regarding recharge outlets.

Recharge Outlets
2%

14%
16% Excellent
Very Good
Fairly Good
32% Average
36%
Poor

Service Excellent Very Good Fairly Good Average Poor

Recharge 12 28 31 14 2

Outlets

Interpretation:

Recharge outlets of Vodafone are majorly rated on fairly good and very good basis.

36% of the respondents rate it as fairly good, 32% rate it as very good, 16% rate it as

average, 14% rate it excellent and 2% respondents rate it as poor.

 Call Rates:

Purpose:

The purpose behind this analysis is to know about the perception of vodafone

customers regarding different call rates.

Call Rates
4% 2%

22% 23% Excellent

Very Good
Fairly Good
Average
Poor

49%

Service Excellent Very Good Fairly Good Average Poor

Call Rates 2 20 43 19 3

Interpretation:

Major percentage of respondents are not happy with the call rates of Vodafone.

49% of respondents rate call rates of vodafone as fairly good, 23% rate it as very good,

22% rate it as average while 4% and 2% respondent rate it as poor and excellent

respectively.
Value Added Services: Purpose:

The purpose behind this analysis is to know about the perception of vodafone

customers regarding Value Added Services.

Value Added Service

7% 10%
Excellent
22% Very Good
28% Fairly Good
Average
Poor
33%

Service Excellent Very Good Fairly Good Average Poor

Value Added 9 24 29 19 6

Services

Interpretation:

Value added services of Vodafone are quite feasible as compared to some of the

other services. 33% respondents rate it as fairly good, 28% rate it as very good, 22% rate

it as average while 10% and 7% rate it as excellent and poor respectively.

Q12) Why you are not using Vodafone Services?

Purpose:

The purpose of this question is to know why other respondents do not use Vodafone

services.

Reasons No. of respondents

Lack of awareness 2
High Prices 6
Poor Services 3
Poor Network 2

15% 16%

Lack of awareness
High Prices
23% Poor services
Poor Network

46%

Interpretation:

6 don’t use Vodafone services because of high prices. 3 respondents don’t use

Vodafone services because of poor services while 2 respondents each don’t use vodafone

services because of lack of awareness and poor network.

Q13) Would you like to recommend Vodafone to others?

Purpose:

The purpose of this question is to know the recommendations of the respondents

towards Vodafone, whether they would like to recommend the Vodafone services to

others or not.

Suggestions Yes No

No. of respondents 78 9

10%

Yes
No

90%

Interpretation:

90% of the Vodafone customers would like to recommend Vodafone services to

others while 10% of the Vodafone Customers won’t recommend to others.

 FINDINGS

 93% of the respondents are have a mobile phone while 7% of the respondents do

not have a mobile phone.

 100% of the respondents are aware about telecommunications services.

 16% of the respondents use Airtel, 6% respondents use Idea while 12%, 4% and 2%

respondents use Reliance, BSNL and Tata Indicom respectively.

 100% of respondents are aware about Vodafone Services.

 36% of the respondents are aware about Vodafone through Advertisements, 29%

are aware because of Hoardings while 20% and 15% of the respondents are aware

because of Newspapers and Mouth Publicity respectively.

 39% of the respondents use Vodafone services from past more than 1 year while the

lowest is 14% respondents using Vodafone services less than 1 month.

 84% of the respondents use pre-paid services while only 16% of the respondents

use post-paid services.

 37% of the respondents use Vodafone for SMS services while only 14% of the

respondents use Vodafone for Value Added Services.

 87% of the respondent calls at customer care while 13% respondents do not call at

customer care.

 31% respondents respondents call customer care once a month while 16% and 7%

of respondents call once a week and daily respectively.

 Conclusion

Follwing are the conclusion that the researcher found after the survey.

 From the above analysis the researcher concludes that major respondents are

dissatisfied with some of the major services like call rates, SMS rates and new

schemes & offers.

 Major respondents from all respondents use services of Vodafone.

 Major customers of Vodafone are old customers so many of the respondents are

satisfied with the services of Vodafone and thus they would like to recommend

Vodafone to others.

 Major respondents using Vodafone use pre-paid services compared to post-paid

services.

 Major respondents are youngsters so they need more SMS facilities and low call

rates, but Vodafone dissatisfies these age group (18-25) as their call rates and SMS

rates are much high.

 SUGGESTIONS

Following are some of the suggestions given by the researcher so that Vodafone can serve

people and its customers in an improved way:

 Vodafone should decrease call rates for local users.

 Vodafone should provide more offers to Post-Paid customers so that the number of

Post-Paid customers increase.

 Vodafone should bring introduce some new SMS schemes for the youngsters.

 Vodafone should introduce more schemes and offers.

 Vodafone should provide more schemes and offers to its old customers.

 Vodafone should decrease call rates of STD and ISD.

 LIMITATION OF STUDY

Certain limitations do creep in a research study due to constraints of the time, money and

human efforts, the present study is also not free from certain limitation, which were

unavoidable. Although all effort were taken to make the result of the work as accurate as

possible as survey but the survey have following constraints.

Here the researcher’s problems are:-

 A number of customers are not satisfied with services, new schemes and offers.

 A number of customers are not satisfied with the network coverage.

 A number of customers are not satisfied with the current call rates of Vodafone.

 A number of customers are not satisfied with the Free SMS schemes.

 A number of customers are not satisfied with the service of customer care of

Vodafone.
 QUESTIONNAIRE

Q1) Do you have a mobile phone?

o Yes

o No

Q2) Are you aware about telecommunications service?

o Yes

o No

If yes, then which operator’s Service do you use?

o Vodafone

o Airtel

o Idea

o Reliance

o BSNL

o Tata Indicom ( If not Vodafone then go to Q12 )

Q3) Are you aware about Vodafone?

o Yes

o No (If No, then go to Q11 )

Q4) From which source you came to know about Vodafone?

o Advertisement

o Hoardings

o Newspapers

o Mouth Publicity

Q5) Since how long you are using Vodafone services?

o Less than 1 month

o 2-6 months

o 6-12 months

o More than 1 year

Q6) Which of the following services do you use of Vodafone?

o Pre-paid

o Post-paid

Q7) Which services are more helpful to you while using Vodafone services?

o Call rates

o SMS service

o Network

o Value Added Services

Q8) Dou you call at customer care?

o Yes

o No

If yes, how often you call at customer care?

o Daily

o Once a week

o Once a month

o Occasionally

Q9) For what reason you call at customer care?

o Value added services

o Information regarding new schemes

o Other queries

o Complaining
Q10) Rate the following services on the basis of your satisfaction.

Services Excellen Very Fairly Average Poor

t Good good

Network

SMS rates

New schemes and

offers

Customer Care

Recharge outlets

Call Rates

Value Added Services

Q11) What makes you unaware about Vodafone?

o Less Advertisements

o Less Publicity

o Others

(If others then mention ________________________)

Q12) Why you are not using Vodafone services?

o Lack of awareness (Multi-choice)

o High Prices

o Poor Services

o Poor network

Q13) Would you like to recommend Vodafone to others?

o Yes

o No

Q14) Give your suggestions to help in serve you better.

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

Name: ________________

Age: ___ years

Sex: Male/Female

Contact no.: ___________

Signature: __________
 BIBLIOGRAPHY

Books:

1-.Beri.G C, 2017, Marketing Research, Tata MC Graw Hill Education PVT. LTD, ISBN-

13; 978-0-07-062022-3

2- Kotler.Philip,2018,Principle Of Marketing, Arrangement with Person Education Inc.

and Dorling Kindersley Publishing Inc. , ISBN- 978-81-317-1547-5

3- Krishnamoorthy.R, 2018, Introduction to Rural Marketing, Himalaya Publishing house

PVT.LTD. ISBN- 978-93-5024-787-7

4. Hartmam.Laura P, 2017, Perspectives in Business Ethics, ISBN- 13; 978-0-07-062017-

18

Websites:

 http://www.vodafone.com/start/media_relations/news/local_press_releases/portu

gal/portugal_press_release/vodafone_had_highest.html

 http://en.wikipedia.org/wiki/Customer_satisfaction

 http://en.wikipedia.org/wiki/Hutch_(Indian_cellular_company)

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

 http://bora.nhh.no/bitstream/2330/1919/1/Saplitsa%202013.pdf

 www.anacom.pt/render.jsp?contentId=606658

 www.iimcal.ac.in/community/consclub/reports/telecom.pdf