RESEARCH PROBLEM

Defining a research problem is the fuel that drives the scientific process, and is the foundation of any research method and experimental design, from true experiment to case study. It is one of the first statements made in any research paper and, as well as defining the research area, should include a quick synopsis of how the hypothesis was arrived at. Operationalization is then used to give some indication of the exact definitions of the variables, and the type of scientific measurements used. This will lead to the proposal of a viable hypothesis.

Structuring the research problem:Look at any scientific paper, and you will see the research problem, written almost like a statement of intent. Defining a research problem is crucial in defining the quality of the answers and determines the exact research method used. A quantitative experimental design uses deductive reasoning to arrive at a testable hypothesis.

I am researching to know whether the consumer is really satisfied with the product or service of Vodafone or not.

Problem definition- Customer satisfaction study of Vodafone in Ranchi

NEED FOR THE STUDY

At present time the demand of telecommunication services has increased to a great extent. Cellphones and telecommunication services have become a essential part of present generation. It has made work of people very easier. Moreover the different services that are provided in it like SMS, internet and of course talking facility are necessary for working people, students etc. The marketing of telecommunication service is improving day by day. This project is on Customer satisfaction of Vodafone in Ranchi.

Vodafone:Vodafone Essar, previously Hutchison Essar is a cellular operator in India that covers 21 telecom circles in India. 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 and is especially strong in the major metros.

Market Share:Market share of Vodafone is 23.59%. Its ownership is 67% and its customers are 130920732.

Competitors:Its competitors are AIRTEL, IDEA, BSNL, RELIANCE etc.

OBJECTIVES OF THE STUDY

Following are the main objective to study about the customer satisfaction on Vodafone. To study customer satisfaction of Vodafone. To study impact of Marketing activities provided by Vodafone:a) Promotion impact b) Effect of distribution c) Price perception d) Service quality perception To know the expectation of Vodafone Customers.

INTRODUCTION
The telecom network in India is the fifth largest network in the world meeting up with global standards. Presently, the Indian telecom industry is currently slated to an estimated contribution of nearly 1% to Indias GDP. 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 2008, is expected to reach 350 million in 2011. According to Broadband Policy 2004, Government of India aims at 9 million broadband connections and 18 million internet connections by 2008. The wireless subscriber base has jumped from 33.69 million in 2004 to 82.57 million in FY2004- 2008. In the last 4 years, two out of every three new telephone subscribers were wireless subscribers. Consequently, wireless now accounts for 74.6% of the total telephone subscriber base, as compared to only 40% in 2004. 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.

Major Players:
There are three types of players in telecom services: State owned companies (BSNL and MTNL) Private Indian owned companies (Reliance Infocomm, Tata Teleservices)

Foreign invested companies (Vodafone-Essar, Bharti Tele-Ventures, Escotel, Idea Cellular, BPL Mobile, Spice Communications) India's mobile telecom sector is one of the fastest growing sectors. Unlike in the 1990s when the mobile phone was an elitist product, mobile operators now tap a mass market with mass marketing techniques. "Unified licensing" rules allow basic and mobile operators into each others territory, and have ushered in perhaps the final phase of industry consolidation. It seems that only companies with deep pockets can effectively compete as primary operators mobile markets. Economies of scale, scope, and end-to-end presence in long-distance as well as local telecom, are desirable.

There are, besides, new challenges. Operators have to find new growth drivers for the wire line business. There are problems of getting broadband to take off, of technology choice, of when to introduce new technologies, and of developing a viable business model in an era of convergence.

Cellular Service Providers:

As on Apr 2009 India has 267 million mobile phone subscribers. Out of this 125 million are GSM users and 41 million CDMA users. BSNL, Bharti Airtel, Hutch, Idea, Aircel, Spice and MTNL are the main GSM providers in India. Reliance Communications and Tata Indicom are the main CDMA providers in India.

Bharti Airtel
Airtel is providing cellular services in Delhi, Mumbai, Kolkata, Chennai, Andhra Pradesh, Gujarat, Haryana, Himachal Pradesh, Jammu and Kashmir, Karnataka, Kerala, Madhya Pradesh, Maharashtra, Goa, Orissa, Punjab, Rajasthan, Tamil Nadu, UP and West Bengal. Airtel is the No.1 cellular service provider in India using GSM technology. Airtel has 23% market share in India with a total subscriber base of 38 million.

Reliance Communications
Reliance has both CDMA and GSM networks and total subscriber base of 29 million or 17% market share. It has GSM network in Assam, Bihar, Himachal Pradesh, Kolkata, North East, Madhya Pradesh, Orissa and West Bengal. Reliance has CDMA networks in other states and cities.

Bharat Sanchar Nigam Limited (BSNL)

BSNL is a state owned telecom company which has GSM presence in almost every cities and towns. BSNL has 27 million subscribers with a market share of 16%.

Vodafone
Vodafone is another emerging GSM provider in India with coverage in Kerala, Mumbai, Delhi, Kolkata, Chennai, Gujarat, Andhra Pradesh, Karnataka,Bihar,Jharkhand and Punjab with a total subscriber base of 27 million.

Tata Indicom
Tata Indicom is a main CDMA provider in India with 16 million subscribers all over India. Tata Indicom has presence in almost every state and cities in India.

Growth of mobile technology:

India has the fastest growing mobile markets in the world. The mobile services were commercially launched in August 1995 in India. In the initial 5-6 years the average monthly subscribers additions were around 0.05 to 0.1 million only and the total mobile subscribers base in December 2002 stood at 10.5 millions. However, after the number of proactive initiatives taken by regulator and licensor, the monthly subscriber additions increased to around 2 million per month in the year 2004-06 and 2006-08. Although mobile telephones followed the New Telecom Policy 1994, growth was tardy in the early years because of the high price of hand sets as well as the high tariff structure of mobile telephones. The New Telecom Policy in 1999, the industry heralded several pro consumer initiatives. Mobile subscriber additions started picking up. The number of
6

mobile phones added throughout the country in 2003 was 16 million, followed by 22 millions in 2007, 32 million in 2008 and 65 million in 2009. The only countries with more mobile phones than India with 156.31 million mobile phones are China 408 million and USA 170 million. India has opted for the use of both the GSM (global system for mobile communications) and CDMA (code-division multiple access) technologies in the mobile sector. The mobile tariffs in India have also become lowest in the world. A new mobile connection can be activated with a monthly commitment of US$ 5 only. In 2006 alone 32 million handsets were sold in India. The data reveals the real potential for growth of the Indian mobile market.

COMPANY PROFILE
Introduction:
Vodafone is a mobile network operator headquartered in Berkshire, England, UK. It is the largest mobile telecommunications network company in the world by turnover and has a market value of about 75 billion (August 2008). Vodafone currently has operations in 25 countries and partner networks in a further 42 countries. The name Vodafone comes from Voice data fone, chosen by the company to "reflect the provision of voice and data services over mobile phones." As of 2006 Vodafone had an estimated 260 million customers in 25 markets across 5 continents. On this measure, it is the second largest mobile telecom group in the world behind China Mobile. In the United States, Vodafone owns 45% of Verizon Wireless.

Mission:
Vodafone is primarily a user of technology rather than a developer of it, and this fact is reflected in the emphasis of our work program on enabling new applications of mobile communications, using new technology for new services, research for improving
7

operational efficiency and quality of our networks, and providing technology vision and leadership that can contribute directly to business decisions.

Vision:
Our Vision is to be the worlds mobile communication leader enriching customers lives, helping individuals, businesses and Communities be more connected in a mobile world.

INDUSTRY PROFILE
In 1982 Racal Electronics plc's subsidiary Racal Strategic Radio Ltd. won one of two UK cellular telephone network licenses. The network, known as Racal Vodafone was 80% owned by Racal, with Millicom and the Hambros Technology Trust owning 15% and 5% respectively. Vodafone was launched on 1 January 1985. Racal Strategic Radio was renamed Racal Telecommunications Group Limited in 1985. On 29 December 1986 Racal Electronics bought out the minority shareholders of Vodafone for GB110 million.In September 1988 the company was again renamed Racal Telecom and on 26 October 1988 Racal Electronics floated 20% of the company. The flotation valued Racal Telecom at GB1.7 billion On 16 September 1991 Racal Telecom was demerged from Racal Electronics as Vodafone Group. In July 1996 Vodafone acquired the two thirds of Talkland it did not already own for 30.6 million. On 19 November 1996, in a defensive move, Vodafone purchased Peoples Phone for 77 million, a 181 store chain whose customers were overwhelmingly using Vodafone's network. In a similar move the company acquired the 80% of Astec Communications that it did not own, a service provider with 21 stores. In 1997 Vodafone introduced its Speech mark logo, as it is a quotation mark in a circle; the O's in the Vodafone logotype are opening and closing quotation marks, suggesting conversation. On 29 June 1999 Vodafone completed its purchase of AirTouch Communications, Inc. and changed its name to Vodafone Airtouch plc. Trading of the new company commenced on 30 June 1999. To approve the merger, Vodafone sold its 17.2% stake in E-Plus Mobilfunk.

Vodafones original logo used until the introduction of the speech mark logo in 1998.

On 21 September 1999 Vodafone agreed to merge its U.S. wireless assets with those of Bell Atlantic Corp to form Verizon Wireless. The merger was completed on 4 April 2000. In November 1999 Vodafone made an unsolicited bid for Mannesmann, which was one rejected. Vodafone's interest in Mannesmann had been increased by the latter's purchase of Orange, the UK mobile operator. Chris Gent would later say Mannesmann's move into the UK broke a "gentleman's agreement" not to compete in each other's agreement" home territory. The hostile takeover provoked strong protest in Germany and a "titanic struggle" which saw Mannesmann resists Vodafone's efforts. However, on 3 February 2000 the Mannesmann board agreed to an increased offer of 112bn, then the largest increased corporate merger ever. The EU approved the merger in April 2000. The conglomerate was subsequently broken up and all manufacturing related operations sold off. On 28 July 2000 the Company reverted to its former name, Vodafone Group Plc. In Vodafone April 2001 the first 3G voice call was made on Vodafone United Kingdom's 3G network. In 2001 the Company took over Eircell, then part of eircom in Ireland, and rebranded it as Vodafone Ireland. It then went on to acquire Japan's third-largest mobile operator Jthird largest J Phone, which had introduced camera phones first in Japan. On 17 December 2001 Vodafone introduced the concept of "Partner Networks" by signing TDC Mobil of Denmark. The new concept involved the introduction of Vodafone international services to the local market, without the need international of investment by Vodafone. The concept would be used to extend the Vodafone brand and services into markets where it does not have stakes in local operators. Vodafone

10

services would be marketed under the dual-brand scheme, where the Vodafone brand is added at the end of the local brand. (i.e., TDC Mobil-Vodafone etc.) On 7 January 2003 the Company signed a group-wide Partner agreement with mobilkom Austria. As a result, Austria, Croatia, and Slovenia were added to the community. In April 2003 Og Vodafone was introduced in the Icelandic market and in May 2003 Vodafone Italy (Omnitel Pronto-Italia) was rebranded Vodafone Italy. On 21 July 2003 Lithuania was added to the community, with the signing of a Partner Network agreement with Bit. In February 2004 Vodafone signed a Partner Network Agreement with Luxembourg's LuxGSM and a Partner Network Agreement with Cyta of Cyprus. Cyta agreed to rename its mobile phone operations to Cytamobile-Vodafone. In April 2004 the Company purchased Singlepoint airtime provider from John Caudwell (Caudwell Group) and approx 1.5million customers onto its base for 405million, adding sites in Stoke on Trent (England) to existing sites in Newbury (HQ), Birmingham, Warrington and Banbury. In November 2004 Vodafone introduced 3G services into Europe.

Introduction:
Vodafone Essar, previously Hutchison Essar is a cellular operator in India that covers 21 telecom circles in India. 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 and is especially strong in the major metros. Vodafone Essar provides 2G services based on 900 MHz and 1800 MHz digital GSM technology, offering voice and data services in 22 of the country's 23 licence areas.

Ownership:
Vodafone Essar is owned by Vodafone 52%, Essar Group 33%, and other Indian nationals, 15%.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
11

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.

Previous brands:
In December 2006, Hutch Essar re-launched the "Hutch" brand nationwide, consolidating its services under a single identity. The Company entered into agreement with NTT DoCoMo to launch i-mode mobile Internet service in India during 2007. 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 becomes Vodafone in one of the biggest brand transition exercises in recent times. Vodafone Essar is spending somewhere in the region of Rs 250 crores on this highprofile transition being unveiled today. Along with the transition, cheap cell phones have been launched in the Indian market under the Vodafone brand. There are plans to launch co-branded handsets sourced from global vendors as well. 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." While there is no revealing the prices of the low-cost Vodafone handsets, the industry is abuzz that prices might start at Rs 666, undercutting Reliance Communications' muchhyped 'Rang Barse' with cheap handsets beginning at Rs 777. Meanwhile, Vodafone Essar sources said there would be no discounts or subsidized handset offers -- rather handset-bundled schemes for customers.
12

Incidentally, China's ZTE, which is looking to set-up a manufacturing unit in the country, is expected to provide several Vodafone handsets in India. Earlier this year, Vodafone penned a global low-cost handset procurement deal with ZTE.

Evolution of the Industry - Important Milestones: Year

1851

Description
First operational land lines were laid by the govt. near Calcutta(seat of British Power) Telephone Service introduced in India Merger with the postal system Formation of Indian Radio Telegraph Company (IRT) Merger of ETC and IRT into the Indian Radio and Communication Company(IRCC) Nationalization of all foreign telecommunication companies to form the Posts, Telephone and Telegraph(PTT), a monopoly run by the governments Ministry of Communication Department of Telecommunications (DOT) established, an exclusive provider of domestic and long-distance service that would be its own regulator (separate from the postal system) Conversion of DOT into two wholly government-owned companies: the Videsh Sanchar Nigam Limited (VSNL) for international telecommunications and Mahanagar Telephone Nigam Limited (MTNL) for service in metropolitan areas. Telecom Regulatory Authority of India created Cellular Services are launched in India. New National Telecom Policy is adopted. DoT becomes a corporation, BSNL

1881 1883 1923 1932

1947

1985

1986

1997 1999

2000

13

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 Internal
Leadership Position Global Brand Strength High Geographical reach

Weaknesses
Centralized Low Flexibility High rates Consumer churn Control

Opportunities External
Expanding boundaries Growth through 3G Strategic Alliances

Threats

marketing Increased Competition Market Europe Emergencies of Low cost Brands saturation in

14

RESEARCH METHODOLOGY
The various means and methods have been deployed for effective collection of the desired data-has been elucidated in this section.

Research methodology
Research methodology means the method carried out to study the problem. It shows the type of sample design used, its size, and the procedure used to draw a sample, it also focuses on method used to collect data, process of filtering and analyzing the data. Marketing search tools were made use of Questionnaire direct structured method.

Market Research
The purpose of market research is to provide information, which will aid management decision-making. Marketing managers are commissioned to undertake marketing research and formal studies on specific problems and opportunities. They may request a marketing survey, a product preference test, a sales forecast for a region or a research advertising effectiveness. It was felt that to obtain more information intense study with practices was required for understanding the subject. The basic aim of the study is to analyze the market share of VODAFONE in service market with its competitor.

Research Design
Research design is simply the framework or plan for a study, which is used as a guide in collecting and analyzing the data. It is the blue print that is followed in completing a study. As objective of the research is descriptive in form, the research is descriptive in form of the research design must be made accordingly. Formulating objective of the study Designing the method of data collection Selection the sample size
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Collection of data analysis and finding Conclusion and inferences Limitations Suggestions and recommendation.

Data Sources

Both primary and secondary data were used to collect information regarding the project. ary These data were collected through direct customer & secondary research work involving internet search.

Primary sources of data

These data were collected on the basis of personal interaction with the customer & retailers by knowing their preferences & basic requirements, then taking the contact nos. of the customer.

Secondary source of data

The profile of Vodafone & other valuable information were gathered from internets & magazines.

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SAMPLE PLANNING
Sample design covers the method of selection, the sample structure and plans for analysing and interpreting the results. Sample design can vary from simple to complex and depend on the type of information required and the way the sample is selected. Sample design affects the size of the sample and the way in which analysis is carried out. After deciding on the research approach and instruments, the marketing researcher must design a sampling plan. The sampling plan for this survey have been planned in the following way:-

Defining the Population- The first step in good sample design is to ensure
that the specification of the target population is as clear and complete as possible to ensure that all elements within the population are represented. In this survey every age group of people have been targeted. The different profession of people like business class, job class, students, have been targeted. Generally the youths are prominent users of communication industry, so they are especially targeted. Moreover the retailers are also targeted as they have perfect knowledge about customer feedback of any telecommunication company.

Sample size- The sample size decided to conduct this survey was hundred
person. The questionnaire was given to hundred person. Some key factors are to be kept in mind while deciding the sample size. Firstly, no estimate taken from a sample is expected to be exact, secondaly population size does not normally affect sample size, to lower the margin of error usually requires a larger sample size.

Sampling technique- The sampling technique used for survey is Judgmental

Sampling. Judgmental sampling is a non-probability sampling technique where the researcher selects units to be sampled based on their knowledge and professional judgment. This type of sampling technique is also known as purposive

sampling and authoritative sampling. Purposive sampling is used in cases where the specialty of an authority can select a more representative sample that can bring more accurate results than by using other probability sampling techniques. The process involves nothing but purposely hand picking individuals from the population based on
17

the authoritys or the researchers knowledge and judgment. Its advantage is that it is good for providing illustrative examples or case studies. Its disadvantage is that it samples often small.

Sampling area- It refers to the areas where survey has to be carried out. It also
depends upon the units targeted for the survey. The areas covered under this survey are:B.I.T campus, Ranchi Vodafone store, Hari Om Tower, Ranchi Lalpur area, Ranchi

18

DATA PRESENTATION
Q1) Do you use a mobile phone?

Suggestions No. of respondents

Yes
93

No
7

No 7%

Yes 93%

19

Q2) Are you aware about telecommunication services?

SUGGESTIONS

YES

NO

NO. OF RESPONDENTS

95

No 5%

Yes 95%

20

Q3) Which operator service do you use?

Operator service name
Vodafone Airtel BSNL Reliance DOCOMO Idea

No.of respondents
19 24 20 17 15 5

Idea 5% DOCOMO 15%

Vodafone 19%

Reliance 17%

Airtel 24%

BSNL 20%

21

Q4) Are you aware about Vodafone?

Suggestions No. of respondents

Yes 100

No 0

NO 0%

YES 100%

22

Q5) From which source you came to know about Vodafone?

Sources
Advertisements Hoardings Newspapers Mouth Publicity

No. of respondents
42 36 15 7

Mouth publicity 7%

Newspapers 15% Advertisement 42%

Hoardings 36%

23

Q6) Since how long you are using Vodafone services?

Time period
Less than 1 month 2-6 months 6-12 months More than 1 year

No. of respondents
12 21 32 35

more than 1 year 35%

Less than 1 month 12%

2-6 month 21%

6-12 month 32%

24

Q7) Which of the following services do you use of vodafone? Services

Pre-Paid Post-paid

No. of respondents
82 18

Post-paid 18%

Pre-paid 82%

25

Q8) which services are more helpful to you while using Vodafone services?

Services
Call Rates SMS Rates Network Value Added Services

No. of respondents
23 48 22 7

value added services 7% call rates 23% network 22%

sms rates 48%

26

Q9) Do you call at customer care? Suggestions No. of respondents Yes No

81 19

no 19%

yes 81%

27

Q10) If yes, how often you call at customer care?

Time Period
Daily Once a week Once a month Occasionally

No. of respondents
5 17 32 46

daily 5%

once a week 17% occasionally 46%

once a month 32%

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Q11) For what reason you call at customer care?

Reasons Value Added Services Information regarding new schemes Complaining Other queries

No. of respondents 9 10 49 32

Value added services 9% Information regarding new schemes 10%

Other queries 32%

Complaining 49%

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Q12) Why you are not using Vodafone services?

Reasons

No. of respondents

Lack of awareness High Prices Poor Services Poor Network

22 29 27 22

poor network 22%

lack of awareness 22%

poor services 27%

high prices 29%

30

Q13) Would you like to recommend Vodafone to others?

Suggestions No. of respondents

Yes 87

No 13

No 13%

Yes 87%

31

Rate the following on the basis of your satisfaction. Services Excellent Very Good
31 21 17

Fairly Good
20 38 30

Average

Poor

Network SMS Rates New schemes and offers Customer Care Recharge Outlets Call Rates Value Added Services

34 9 5

8 26 35

7 6 13

35

33

17

15 4 11

31 24 27

34 46 32

16 21 22

4 5 8

50 45 40 35 30 25 20 15 10 5 0

46 38 31 20 7 8 34 26 21 17 13 6 9 5 7 8 4 17 16 15 5 8 4 11 21 35 30 35 34

33

31 24 22

32 27

network

sms rates

new schemes customer care and offers average fairly good

recharge outlets

call rates

value added services

poor

very good

excellent

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Age analysis:

Purpose:
The main purpose of this analysis is to know how many respondents belong to a particular age of group.

Age Respondents

Below 18 18-25
6 62

26-50
24

51 or above
8

51 & above 8%

below 18 6%

26-50 24%

18-25 62%

Interpretation:
Major respondents are youngsters i.e. 62% of the respondents belong to age group of 18-25, 24% respondents belong to age group of 26-50, 8% of respondents belong to 51 or above age group while only 6% of the respondents belong to age group of below 18 years.
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DATA INTERPRETATION
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. 24% of the respondents use Airtel, 5% respondents use Idea while 17%, 20% and 15% respondents use Reliance, BSNL and Docomo respectively. 100% of respondents are aware about Vodafone Services. 42% of the respondents are aware about Vodafone through Advertisements, 36% are aware because of Hoardings while 15% and 7% of the respondents are aware because of Newspapers and Mouth Publicity respectively. 35% of the respondents use Vodafone services from past more than 1 year while the lowest is 12% respondents using Vodafone services less than 1 month. 82% of the respondents use pre-paid services while only 18% of the respondents use post-paid services. 81% of the respondent calls at customer care while 19% respondents do not call at customer care. . 32% respondents respondents call customer care once a month while 17% and 5% of respondents call once a week and daily respectively. 49% of respondents call at customer care for complaining purpose while 32%, 10% and 9% of respondents call customer care for other queries, information regarding new schemes and value added services respectively 29 respondents among the total no. of respondents dont use Vodafone services because of high prices. 27 respondents dont use Vodafone services because of poor services while 22 respondents each dont use vodafone services because of lack of awareness and poor network. 87% of the Vodafone customers would like to recommend Vodafone services to others while 13% of the Vodafone Customers wont recommend to others.
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FINDINGS
1) From the above analysis we come to know that majority of people are using cell phones. Major respondents are aware about telecommunication services. Major respondents are using Airtel service. So Vodafone has a tough competition with Airtel. We can see that all the respondents are aware about Vodafone. Majority of the respondents have come to know about Vodafone through advertisements. We can see that majority of respondents have been using Vodafone service since more than one year. Majority of respondents use prepaid service of Vodafone. Majority of respondents find sms rate services of Vodafone more helpful to them. Majority of respondents call at customer care. Major respondents call occasionally at customer care. Major respondents call at customer care for complaining purpose. Majority of respondents have rated network as accident , SMS rates as fairly good, new schemes and offers as average, customer care as very good, recharge outlets as fairly good, call rate as fairly good, value added services as fairly good. Major respondents are not using Vodafone services due to high prices. Major respondents would like to recommend Vodafone to others. Major respondents belong to the age group of 18 to 25 i.e. Youth.

2) 3)

4) 5)

6)

7) 8) 9) 10) 11) 12)

13) 14) 15)

35

SUGGESTIONS

1)

Vodafone is facing tough competition with Airtel so, it should identify competitors strategy to sustain in the market. Vodafone should satisfy their old customers with good schemes and offers as major respondents using Vodafone are old customers. Vodafone should improve its postpaid service. Vodafone should improve its call rate and network to face the competition.\ Vodafone should provide good service as we can see that major respondents call customer care for complaining purpose. Vodafone should decrease its prices to some extent. Vodafone should satisfy its youth customers more and more as youth are its strong point.

2)

3) 4) 5)

6) 7)

36

CONCLUSION

The study through the survey report has enabled me to understand the customer relationship management program to establish a better environment between the customer and the organization. It was a great experience doing this project. By researching on it I got a good knowledge about Vodafone. It helped me to enhance my knowledge. It helped me to convert my theoretical knowledge into practical knowledge. I got to know from my research work that people are satisfied with Vodafone services but it has a scope to improve even more better to sustain in this highly competitive market. It was a good and knowledgeable experience to interact with the recharge outlets and the youth. I came to know that youth prefer Vodafone more. I got a good knowledge about having a practical research.

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LIMITATIONS

1. It is very difficult to get the feedback from respondents because some of them hesitate to give the information at all. . 2. Respondents are not ready to give the priceless time.

3. Some respondent takes it lightly and mark the answer randomly.

4. Some of the respondents have filled up the questionnaire in hurry.

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BIBLIOGRAPHY
Books:
Marketing Management Philip Kotler, Kevin Lane Keller, C.R. Kothari- Research Methodology

Websites:
http://www.vodafone.com/start/media_relations/news/local_press_releases/po rtugal/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%202008.pdf www.anacom.pt/render.jsp?contentId=606658 www.iimcal.ac.in/community/consclub/reports/telecom.pdf www.scribd.com

39

ANNEXURE

Name: ________________ Age: ___ years Sex: Male/Female Contact no.: ___________ Signature: __________
Q1) Do you have a mobile phone?
o Yes o No

Q2) Are you aware about telecommunications service?

o Yes o No

Q3) If yes, then which operators Service do you use?

o Vodafone o Airtel o BSNL o Reliance o DOCOMO o Idea ( If not Vodafone then go to Q12 )

(Multi-choice)

Q4) Are you aware about Vodafone?

o Yes o No

(If No, then go to Q11 )

40

Q5) From which source you came to know about Vodafone?

o Advertisement o Hoardings o Newspapers o Mouth Publicity

(Multi-choice)

Q6) 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

Q7) Which of the following services do you use of Vodafone?

o Pre-paid o Post-paid

Q8) Which services are more helpful to you while using Vodafone services?
o Call rates o SMS service o Network o Value Added Services

(Multi-choice)

Q9) Dou you call at customer care?

o Yes o No

Q10) If yes, how often you call at customer care?

o Daily o Once a week o Once a month o Occasionally
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Q11) For what reason you call at customer care?

o Value added services o Information regarding new schemes o Other queries o Complaining

(Multi-choice)

Q12) Rate the following services on the basis of your satisfaction. Services Network SMS rates New schemes and offers Customer Care Recharge outlets Call Rates Value Added Services Q13) Why you are not using Vodafone services?
o Lack of awareness o High Prices o Poor Services o Poor network

Excellent

Very Good Fairly good

Average

Poor

(Multi-choice)

Q14) Would you like to recommend Vodafone to others?

o Yes o No

Q15) Give your suggestions to help in serve you better._________________________________________________________________ ______________________________________________________________________ _____
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CUSTOMER SATISFACTION STUDY OF VODAFONE IN RANCHI

A Project submitted in partial fulfillment of requirements for the award of the degree of

BACHELOR OF BUSINESS ADMINISTRATION

BY

Rahul Singh
(BBA/2016/09)

DEPARTMENT OF MANAGENENT BIRLA INSTITUTE OF TECHNOLOGY,MESRA EXTENTION CENTRE LALPUR,RANCHI 2009-2012

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DECLARATION CERTIFICATE
This is to certify that the work presented in the project entitled CUSTOMER SATISFACTION STUDY OF VODAFONE IN RANCHI in partial fulfilment of the requirement for the award of Degree of Bachelor of Business Administration of Birla Institute of Technology Mesra, Lalpur Extension Centre, Ranchi is an authentic work carried out under my supervision and guidance. To the best of my knowledge, the content of this project does not form a basis for the award of any previous Degree to anyone else.

Date

(Prof. S. Mukherjee) Department of Management Birla Institute of Technology, Lalpur Extension Centre

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CERTIFICATE OF APPROVAL

The foregoing project entitled Customer Satisfaction study of Vodafone in Ranchi is hereby approved as a creditable study of research topic and has been presented in satisfactory manner to warrant its acceptance as prerequisite to the degree for which it has been submitted. It is understood that by this approval, the undersigned do not necessarily endorse any conclusion drawn or opinion expressed therein, but approve the project for the purpose for which it is submitted.

(Internal Examiner)

(External Examiner)

Head of the Department

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PREFACE

We all know how the competition in every sector is transforming the business environment. In this era of competition, the main driving force is to get fair and square information about the business. It is well said that "You can do what you have to do, and sometimes you can do it even better than you think you can provided that you have right information with you." With the same spirit, I undertake the writing of this report of the mini project, because it is fact, that every worthwhile accomplishment, big or little, has its stages of drudgery and triumph; a beginning, a struggle and a victory. Being a management student, we must know competition is not only rife but growing more intense every year. Moreover, every firm wants to rule its corresponding market and hold the top position. Competition includes all the actual and potential rival offerings and substitutes that a buyer might consider. So, it becomes very essential to know the competitors product/services in all the sense. So, the mini project titled A Study On Customer Satisfaction of VODAFONE In Ranchi is aimed at knowing the competitors product and strategies with respect to different parameters like specification, features, price, promotional activities, after sales service, distribution channel etc. And, it is quiet obvious that this comparative overview about the product and market survey will help the company in many ways taking into consideration its important factors of success.
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ACKNOWLEDGEMENT

The satisfaction and Euphoria that accompany the successful completion of the work would be incomplete unless I mention the people, as an expression of gratitude, who made it possible and whose constant guidance and encouragement served as a beacon of light and crowned our efforts with success. This report would have been impossible but for the support and guidance that I received from various people at different stages of the project. My sincere thanks to my Prof. S. Mukherjee for his excellent guidance, encouragement and patience has made possible the successful completion of this project. Last but not the least I extend my sincere thanks to the entire team for providing me their time and active co-operation and all who have helped me directly or indirectly in this project.

Rahul Singh (BBA/2016/09)

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CONTENTS Page No.

Sl. No.

Particulars

1. 2. 3.

Research problem Need for the study Objective of the study Introduction Major players Cellular service providers

4. Company profile Industry profile SWOT Analysis 5. 6. 7. 8. 9. 10. 11. 12. Research Methodology Data Presentation & Analysis Findings Suggestions Limitations Conclusions Bibliography Annexure
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