1

A STUDY ON CUSTOMER PERCEPTION TOWARDS RELIANCE NET CONNECT BROAD BAND PLUS ABSTRACT Nowadays the scenario is of worldwide reach and without any internet connection it is not possible. At the present many companies are providing USB facilities of net connect. They all have their different schemes and facilities to persuade their customers. This project work titled A Study on Customer Perception on Reliance Net Connect Broadband plus in Reliance Communications. Under this topic, I will study what is the perception & customer satisfaction level of reliance Net connect broad band+. Both primary and secondary data were collected. Structured Questionnaires were used to collect primary data from the customers through Questionnaires. of 100 respondents were selected at random and interviewed. The technique of data collection is through questionnaire as it is less complex and easy. Statistical tools like, (i.e) percentage analysis, Chi Square, ANOVA, studentt test and Correlation were done. The tabulation data have been analyzed using the statistical package SPSS (Statistical Package of Social Science). Using the result of the analysis, findings and suggestions have been derived. I hope, my study will provide sufficient information about the perception and level of satisfaction about the services of reliance Net connect broad band+. The Findings and Suggestions will be helpful for the organization to offer the core consumers their desired services. The secondary data was collected from company manuals, reports and books. A sample

2 CHAPTER- 1 1.1 INTRODUCTION PERCEPTION Perception is the process by which organisms interpret and organize sensation to produce a meaningful experience of the world. Sensation usually refers to the immediate, relatively unprocessed result of stimulation of sensory receptors in the eyes, ears, nose, tongue, or skin. Perception, on the other hand, better describes one's ultimate experience of the world and typically involves further processing of sensory input. In practice, sensation and perception are virtually impossible to separate, because they are part of one continuous process. Thus, perception in humans describes the process whereby sensory stimulation is translated into organized experience. That experience, or percept, is the joint product of the stimulation and of the process itself. Relations found between various types of stimulation (e.g., light waves and sound waves) and their associated percepts suggest inferences that can be made about the properties of the perceptual process; theories of perceiving then can be developed on the basis of these inferences. Because the perceptual process is not itself public or directly observable (except to the perceiver himself, whose percepts are given directly in experience), the validity of perceptual theories can be checked only indirectly. Historically, systematic thought about perceiving was the province of philosophy . Philosophical interest in perception stems largely from questions about the sources and validity of what is called human knowledge (epistemology). Epistemologists ask whether a real, physical world exists independently of human experience and, if so, how its properties can be learned and how the truth or accuracy of that experience can be determined. They also ask whether there are innate ideas or whether all experience originates through contact with the physical world, mediated by the sense organs.

3 As a scientific enterprise , however, the investigation of perception has especially developed as part of the larger discipline of psychology . For the most part, psychology bypasses the questions about perceiving raised by philosophy in favour of problems that can be handled by its special methods. The remnants of such philosophical questions, however, do remain; researchers are still concerned, for example, with the relative contributions of innate and learned factors to the perceptual process. RELIANCE NET CONNECT BROAD BAND+ Wireless Internet is based upon wireless technology. Broadband is often called highspeed Internet, because it usually has a high rate of data transmission. In general, any connection to the customer of 450 Mbps or more is considered broad band Internet. Wireless is preferred over wired network due to the following reasons: Lower installation and maintenance costs. Ease of replacement and upgrading. Reduced connector failure. Greater physical mobility and freedom. Broadband in India: Broadband is regularly growing in the Indian market. There are many players in the broadband market which are providing broadband to corporate and direct to home. To increase broad band connectivity Indian government Issues Reliance Broadband policy. The broadband policy includes the definition, the Technology and other important aspect of broadband in it. In India there are a large number of people who are using internet but the number of people who use broadband is much smaller than it. 1.3 RELIANCE NET CONNECT BROAD BAND+ Reliance communications has invested nearly Rs. 600 Crores in its broadband business. They have upgraded their software in their existing network to increase the internet speed on their existing infrastructure. This new service is named as Reliance Net Connect Broadband Plus, under this technology the user can get a speed of up to 3.1 Mbps downlink

4 (Download Speed) and 1.8 Mbps uplink (Upload speed). It is also interesting to know that, if you are not in their Net Connect broadband coverage area then the software will automatically convert your connection to their existing 1X network without any call or data loss. Reliance Communications Reliance Net connect Broadband+ (Plus) data card service is the Fastest internet broadband service and that also wireless.According to Reliance Communications, the Net connect Broadband+ (Plus) data card service offers Download speeds up to 3.1 Mbps and upload speeds up to 1.8 Mbps. Reliance Net connect Broadband Plus data card service is available in 35 cities with seamless handover to high speed 1x (CDMA Data card) service covering 20,000 towns and 4.5 lakh villages.

1.2 COMPANY PROFILE Foundation of Reliance communication: Chairmans profile: Regarded as one of the foremost corporate leaders of contemporary India, shire anal d 48, is the chairman of all listed companies of the reliance ado group, namely, reliance communications, reliance capital, reliance energy and reliance natural resources. he is also the president of the Dhirubhai Amana institute of information and communication technology, Gandhi agar an MBA from the Wharton school of the university of Pennsylvania;
shire bambini is credited with pioneering several financial innovations in the Indian capital markets. He spearheaded the countrys first forays into overseas capital markets with international public offerings of global depositary receipts, convertibles and bonds.

Select awards and achievements voted the businessman of the year in a poll conducted by the times of India tens, December 2006 voted the best role model among business leaders in the biannual mood of the nation poll conducted by India today magazine, august 2006 conferred the CEO of the year 2004 in the Platt global energy awards conferred 'the entrepreneur of the decade award' by the Bombay management association, October 2002 awarded the first Wharton Indian alumni award by the Wharton India economic forum (wife) in recognition of his contribution to the establishment of reliance as a global leader in many of its business areas, December 2001 Selected by Asia week magazine for its list of 'leaders of the millennium in business and finance' and was introduced as the only 'new hero' in business and finance from India, June 1999.

An overview of current market scenario Today, Reliance Communications is revolutionizing the way India communicates and networks, truly bringing about a new way of life. We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge information and communication services affordable to all individual consumers and businesses in India. Reliance Net connect People were raring for a high-speed internet that could open up pages and download in a jiffy. BSNL had kept everyone in India waiting for the much hyped e data cards with elevated speed and a standout tariff plan. BSNL offers the lowest downtime as compared to any other services in India. With Reliance's wireless internet service speeding up, the competition has boiled up. Reliances new USB modem is 20 times faster with speed up to 3.1 mbs. Thats great especially for professionals who travel extensively. The benefit goes to the hoi polloi. Lets delve into what's on offer to realize the difference. The reliance net connect broadband is a simple plug and play option for laptops and desktops. The wireless broadband recorded the fastest uploads at a speed of up to 1.8 mbps. Further the Indian telecom major offers a seamless network across 20000 towns and 4.5 lace villages. Coming to the USB modems price, it will be available for 3500 for 2 months unlimited connection. During this period the users will be able to avail free unlimited wireless broadband internet. The offer will be available for the month of March. After this period the user will have to pay for the first month. Each net connect broadband + plan is great value for money. Choose from a range of suitable plans.

Net connect Broadband Post-paid tariff Net connect Broadband Prepaid tariff

Just pay Rs. 3500/- and get a reliance net connect broadband+ USB modem. Choose any plan of your choice and get: free rental for the first month. Segmentation In the wireless data card market there exist different categories of customers who have different needs and are willing to pay different amount for the product that meets their demand. Introduction of upgraded version of wireless data card for instance Vodafone recently launched wireless data card (Globe totter) specially meant for those who frequently travel abroad would help Reliance identify the needs of the customers and take advantage of the segment which has not yet been targeted by the company. Positioning Market research results have been analyzed in section 12 of the report. The following conclusions from the survey help us in identifying the positioning of the Upgraded version of wireless data card. Target market The target market has been identified as the customers who are concerned about the attributes of the internet data card but are not willing to shift from the current price band to a higher price band.

CHAPTER- 2 REVIEW OF LITERATURE 2.1 Introduction to Perception Perception is the process by which organisms interpret and organize sensation to produce a meaningful experience of the world. Perception Definition Process by which people translate sensory impressions into a coherent and unified view of the world around them. Though necessarily based on incomplete and unverified (or unreliable) information, perception is 'the reality' and guides human behavior in general. Perception It is defined as a cognitive process which selects, organizes and interprets the stimuli.

2.2 Factors influencing consumer buying behaviour of a product Kotler (2005) defined Consumer buying behaviour as the process by which information is received, selected, organised and interpreted by an individual. Some of the factors that influence consumer Buying behaviour of a product include:

9 Quality: this is one of the factors which consumers take into account when making their choice of brand. According to Uggla (2001), quality is an integrals part of brand identity. Price: McDonald and Sharp (2000) stated that price can be used as a reason for brand choice in two ways; either by going for the lowest price in order to escape financial risk or the highest price in order to achieve product quality. Influence by others: According to Kotler et al (1999), influence by others plays a vital role in consumers decision processes. Consumers have the habit of consulting each other regarding a new product or brand and seeking their advice.

Advertising: The main aim of advertisement is to create awareness. Advertisement is a conspicuous form of communication. According to Aaker (1991), if advertising, promotion and packaging embrace a regular positioning strategy over a period of time, there is the tendency that the brand will be strong. Some ways of reaching and communication to consumers through advertising is through television, cinema, radio, bill board etc.

Packaging: This is the process of designing the cover of a brand/product. According to Kotler et al (1991), packaging is a form of advertisement in the sense that it sales duties such as attracting consumers, describing and selling the product.

Convenience: According to Lin and Chang (2003), convenience of a brand has a significant affect on consumer. In other word, easy access to brand/product in store is vital when buying low involvement product

2.3 Product awareness

10 Product awareness can be referred to as the degree of consumers familiarity brand equity. Product recognition: It is the ability of consumers to identify a certain brand amongst other i.e. aided recall. Aided recall is a situation whereby a person is asked to identify a recognized brand name from a list of brands from the same product class. Brand recall: This is a situation whereby a consumer is expected to name a brand in a product class. It is also referred to as unaided recall as they are not given any clue from the product class. Top of mind: This is referred to as the first brand that a consumer can recall amongst a given class of product. with a

product. Aaker (1991) and Keller (1993) stated that Product awareness is a vital element of

11

CHAPTER-3 RESEARCH METHODOLOGY INTRODUCTION METHODOLOGY Methodology is one of the main aspects of every research. It gives note of the significance of the study, statement of the problem, aims and objectives of the study, research design, universe, sampling design, tools of data design, process of data collection, conceptual definition, statistical design, problems encountered by the researcher and chapterization. 3.1 RESEARCH DESIGN It is a basic framework, which provides guidelines for the rest of the research process. A research design is purely and simply the framework or plan of a study that guides the collection and analysis of data. In this study, the researcher attempts to analyze the various dimensions towards Customer perception. Hence descriptive cum diagnostic design was adopted. DESCRIPTIVE CUM DIAGNOSTIC Descriptive study describes the agreement level of Customer perception of the respondents. Diagnostic study attempts to find out the association between selective socio demographics characteristics. (Age, Marital status, Family Monthly income, Marital Status, Family Type, Occupation, Educational Qualification) and level of Customer perception, Customer buying behaviour and satisfaction perceived by the respondents. descriptive cum diagnostic research design was adopted. 3.2 SOURCES OF DATA Hence

12 There are two methods of data collection that can be considered when collecting data for research purpose. These data collection types include the following: Primary data Secondary data The primary data are those data which are collected a fresh and for the first time. It is the first hand data collected from the employees of RELIANCE COMMUNICATIONS, MADURAI, TAMIL NADU. The primary data are collected directly from the Customer with a designed schedule for the purpose. Secondary Data My proposal is to first conduct a intensive secondary research to understand the full impact and implication of the Shop, to review and critique the Shop norms and reports, on which certain issues shall be selected, which I feel remain unanswered or liable to change, this shall be further taken up in the next stage of exploratory research. 3.3 SAMPLE DESIGN: Target population Universe of Study: The set of objects taken for the study is called universe. In this study, people in RELIANCE NET CONNECT COMMUNICATION,

Primary Data

COIMBATORE, TAMIL NADU Solutions constitute the universe of the study. Sample Unit This refers to the number of items to be selected from the universe to constitute a sample. The sample size of the study consisted of 100 respondents. SAMPLE SIZE: The sample size of the study consisted of 100 respondents.

13 Geographical Area The study has been conducted at Reliance communicationMadurai 3.4 Sampling technique Simple random sampling technique has been used to select the sample A simple random sample is a group of subjects (a sample) chosen from a larger group (a population). Each subject from the population is chosen randomly and entirely by change, such that each subject has the same probability of being chosen at any stage during the sampling process. 3.5 STATEMENT OF THE PROBLEM: The product was launched in Madurai during january 2010. In order to expand the market for the product it is imperative to study the customer perception and satisfaction level. Thus the present study dealing with customer perception and satisfaction level. 3.6 OBJECTIVES: To find out the perception level of the customers towards reliance broad band + To identify whether the reliance broad band + suits the customer or not To analyze the factors that influence the positive perception of the customers towards reliance broad band + To identify the customer satisfaction level towards the reliance broad band + To study the plan that influences the customer.

3.7 SCOPE OF THE STUDY: This study deals with Customer perception. The outcome of this study will help The Reliance Communication, Madurai, Tamil Nadu, Solutions to identify the various dimensions that influence the Consumer perception and buying behaviours.

14 The project is analyzed whether the respondents have a very good insight into HSD, awareness of the net connections & schemes about the HSD and Organization a lead to improve the marketing of HSD. The project is analyzed the demographic, psychographic, perception and buying characteristics of the consumers. It includes the detailed study of customers focusing on the various parameters that lead to identifying and understanding the perception of the Consumer preference. 3.8 LIMITATION OF THE STUDY: The boredom and wavering concentration that set in among the respondents while answering the long questionnaire: thus in turn led to the difficulty of preventing incomplete questionnaires. The study was limited to the geographical region of Madurai. Time factor was the major constraint because the researcher could not collect more data in a short period. The study is limited by time and no deep analysis of Customer perception from a specific discipline point of view has been performed, as the goal of the study is to evaluate applicability of the most often used methods for understanding and measuring consumer acceptance and satisfaction. 3.9 TOOLS USED FOR ANALYSIS: Chi-square test: A Statistical test used to determine the probability of obtaining the observed results by chance, under a specific hypothesis. Chi square (X2) is defined as the sum of the squared differences of the observed and expected frequencies divided by the expected frequency. It is an inferential bio-statistical tool which determines the observed and expected frequencies are taken practically by direct observations from the respondents. Anova :

15 The basic principle of Anova is to test for differences among the means of the populations by examining the amount of variation within each of these samples, relative to the amount of variation between the samples. While using Anova, we assume that each of the samples is drawn from a normal population and that each of the populations has the same variance.

Correlation: This is a Multivariate statistical technique to characterize the statistical relationships between two or more sets of random variables by selecting a linear combination of the sets and maximizing the correlations between these combinations. t-test: t-test is based on t-distribution and is considered an appropriate test for judging the significance of a small mean or for judging the significance of difference between the means of two samples in case of small sample(s) when population variance is not known (in which case we use variance of the sample as an estimate of the population variance). 3.10 RESEACH HYPOTHESIS: There is a significant correlation between the respondents Age and customer perception in various dimensions. There is a significant difference between Marital status of the respondents and customer perception in various dimensions. There is a significant difference between Gender of the respondents and customer perception in various dimensions. There is a significant Association between the Family monthly income of the respondents and customer perception in various dimensions. There is a significant Association between the Duration of being customer of the respondents and customer perception in various dimensions.

16 There is a significant variance among the Education qualification with regard to customer perception in various dimensions. There is a significant variance among the occupation with regard to customer perception in various dimensions. There is a significant difference between Type of tariff of the respondents and Age No of Respondents (N:100)

S.No

Percentage 44.0 36.0 20.0

1. Below 25 years 44 2. 25 to 35 years 36 3. Above 35 years 20 customer perception in various dimensions. perception in various dimensions.

There is a significant variance among the Reason for loyalty with regard to customer

CHAPTER- 4 DATA ANALYSIS AND INTERPRETATION TABLE 4.1 TABLE SHOWING RESPONDENTS BASED ON THEIR AGE

INFERENCE: It is inferred from the above table that 44.0% of the respondents are in the age of Below 25 years, 36.0% of the respondents are in the age of 25 to 35 years and 20.0% of the respondents are in the age of above 35 years. CHART 4.1

17 CHART DEPICTING THE DISTRIBUTION OF RESPONDENTS BASED ON THEIR AGE

TABLE 4.2 TABLE SHOWING RESPONDENTS BASED ON THEIR GENDER

18

S.No Gender 1. 2. INFERENCE: Male Female

No of Respondents (N:100) 58 42

Percentage 58.0 42.0

It is inferred from the above table that 58.0% of the respondents are Male and 42.0% of the respondents are Female. CHART 4.2 CHART DEPICTING THE DISTRIBUTION OF RESPONDENTS BASED ON THEIR GENDER

Gender

60
58.0%

50

40

42.0%

Percent

30

20

10

0 Male Female

Gender

19 TABLE 4.3 TABLE SHOWING RESPONDENTS BASED ON THEIR MARITAL STATUS No of Respondents Marital Status Married Single (N:100) 59 41

S.No 1. 2.

Percentage 59.0 41.0

INFERENCE: It is inferred from the above table that 59.0% of the respondents are Married and 41.0% of the respondents are Single. CHART 4.3 CHART DEPICTING THE DISTRIBUTION OF RESPONDENTS BASED ON THEIR MARITAL STATUS

20

S.No 1. 2. 3. 4.

No of Respondents Family monthly income Below Rs.10000 Rs.10000 to Rs.20000 Rs.20001 to Rs.30000 Above Rs.30000 (N:100) 32 44 8 16

Percentage 32.0 44.0 8.0 16.0

TABLE 4.4 TABLE SHOWING RESPONDENTS BASED ON THEIR FAMILY MONTHLY INCOME INFERENCE: It is inferred from the above table that 32.0% of the respondents have their family monthly income Below Rs.10000, 44.0% of the respondents have Rs.10000 to Rs.20000, 8.0% of the respondents have Rs.20001 to Rs.30000 and 16.0% of the respondents have above Rs.30000. CHART 4.4 CHART DEPICTING THE DISTRIBUTION OF RESPONDENTS BASED ON THEIR FAMILY MONTHLY INCOME

21

S.No 1. 2. 3.

No of Respondents Educational Qualification Under Graduate Post Graduate Others (N:100) 32 56 12

Percentage 32.0 56.0 12.0

TABLE 4.5
TABLE SHOWING RESPONDENTS BASED ON THEIR EDUCATIONAL QUALIFICATION

22

INFERENCE: It is inferred from the above table that 32.0% of the respondents are Under Graduates, 56.0% of the respondents are Post Graduates and 12.0% of the respondents are others (Diploma holders, M. Phil, PhD). CHART 4.5 CHART DEPICTING THE DISTRIBUTION OF RESPONDENTS BASED ON THEIR EDUCATIONAL QUALIFICATION

TABLE 4.6 TABLE SHOWING RESPONDENTS BASED ON THEIR OCCUPATION

23

S.No 1. 2. 3. 4.

No of Respondents Occupation Private employee Government Employee Business Students (N:100) 18 44 36 2

Percentage 18.0 44.0 36.0 2.0

INFERENCE: It is inferred from the above table that 18.0% of the respondents are Private employees, 44.0% of the respondents are Government employees, 36.0% of the respondents are doing business and 2.0% of the respondents are Students. CHART 4.6 CHART DEPICTING THE DISTRIBUTION OF RESPONDENTS BASED ON THEIR OCCUPATION
Occupation

50

44.0%

40
36.0%

Percent

30

20
18.0%

10

0 Private empolyee Government Employee Business

2.0%

Students

Occupation

24

TABLE 4.7 No of Respondents Type of family Joint Nuclear (N:100) 24 76 TYPE OF FAMILY

S.No 1. 2.

Percentage 24.0 76.0

TABLE SHOWING RESPONDENTS BASED ON THEIR

INFERENCE: It is inferred from the above table that 24.0% of the respondents belong to Joint family and 76.0% of the respondents are Nuclear. CHART 4.7 CHART DEPICTING THE DISTRIBUTION OF RESPONDENTS BASED ON THEIR TYPE OF FAMILY

25

S.No 1. 2. 3.

No of Respondents Mode of internet Laptop Desktop Both (N:100) 52 20 28

Percentage 52.0 20.0 28.0

TABLE 4.8 TABLE SHOWING RESPONDENTS BASED ON THE MODE OF INTERNET

INFERENCE: It is inferred from the above table that 52.0% of the respondents are using the Reliance net connect broad band in their Laptop, 20.0% of the respondents are using the connection in

26 their desktop and 28.0% of the respondents are using the reliance net connection both in laptop and desktop. CHART 4.8 CHART DEPICTING THE DISTRIBUTION OF RESPONDENTS BASED ON THE S.No 1. 2.
52.0%

No of Respondents Type of Tariff Type of mode (N:100) Post paid 71 Prepaid 29 MODE OF INTERNET

Percentage 71.0 29.0

60

50

40

Percent

30
28.0%

20

20.0%

10

0 Laptop Desktop Both

Type of mode

TABLE 4.9 TABLE SHOWING RESPONDENTS BASED ON THE TYPE OF TARIFF

INFERENCE:

27 It is inferred from the above table that 71.0% of the respondents have Post paid and 29.0% of the respondents have prepaid. CHART 4.9 CHART DEPICTING THE DISTRIBUTION OF RESPONDENTS BASED ON S.No THE TYPE OF TARIFF No of Respondents Percentage Type of Plan (N:100)
Type of Traiff

1. Broadband + pay As you Go plan 2. Broadband+ 512 MB Plan 80 3. Broadband+ Unlimited Plan
71.0%

66 24 10

66.0 24.0 10.0

60

Percent

40

29.0%

20

0 Post paid Prepaid

Type of Traiff

TABLE 4.10 TABLE SHOWING RESPONDENTS BASED ON THE TYPE OF PLAN

INFERENCE:

28 It is inferred from the above table that 66.0% of the respondents have Broadband+ pay as you Go plan, 24.0% of the respondents have Broadband+ 512 MB plan and 10.0% of the respondents have Broadband+ Unlimited Plan. CHART 4.10 CHART DEPICTING THE DISTRIBUTION OF RESPONDENTS BASED ON THE S.No 1. 2. 3. 4. No of Respondents Monthly bill Rs.650 Rs.750 Rs.850 Above Rs.850 (N:100) 4 32 24 40 TYPE OF PLAN Percentage 4.0 32.0 24.0 40.0

Type of Plan

66.0%

60

Percent

40

24.0%

20

10.0%

0 Broadband + pay As you Go plan Broadband+ 512 MB Plan Broadband+ Unlimited Plan

Type of Plan

TABLE 4.11 TABLE SHOWING RESPONDENTS BASED ON THE MONTHLY BILL

29

INFERENCE: It is inferred from the above table that 4.0% of the respondents are paying their monthly bill Rs.650, 32.0% of the respondents are paying their monthly bill Rs.750, 24.0% of the respondents are paying their monthly bill Rs.850 and 40.0% of the respondents are paying their monthly bill above Rs.850 . CHART 4.11 CHART DEPICTING THE DISTRIBUTION OF RESPONDENTS BASED ON THE MONTHLY BILL

Monthly bill

40

40.0%

30

32.0%

Percent

24.0%

20

10

4.0%

0 Rs.650 Rs.750 Rs.850 Others

Monthly bill

TABLE 4.12 TABLE SHOWING RESPONDENTS BASED ON THE MEANS OF KNOWING NET CONNECT BROAD BAND+

30

INFERENCE: It is inferred from the above table that 8.0% of the respondents came to know about Reliance net connect broad band+ through their friends, 44.0% of the respondents came to No of Respondents Means of knowing Net connect broad band+ (N:100)

S.No

Percentage

1. Recommended by friends 8 8.0 2. Through Advertisement 44 44.0 3. Recommended by Relatives 20 20.0 4. Others 28 28.0 know about Reliance net connect broad band+ through Advertisement, 20.0% of the respondents came to know about Reliance net connect broad band+ through relatives and 28.0% of the respondents came to know about Reliance net connect broad band+ through others.

CHART 4.12 CHART DEPICTING THE DISTRIBUTION OF RESPONDENTS BASED ON THE MEANS OF KNOWING NET CONNECT BROAD BAND+

31

Means of knowing Reliance Net connect Broad band+

50

44.0%

40

Percent

30
28.0%

20

20.0%

10
8.0%

0 Recommended by friends Through Advertisement Recommended by Relatives Others

Means of knowing Reliance Net connect Broad band+

TABLE 4.13 TABLE SHOWING RESPONDENTS BASED ON THE DURATION OF BEING CUSTOMER TO RELIANCE COMMUNICATION

32

S.No Being Customer To Reliance 1. 2. 3. Below 2 years 2 to 5 years Above 5 years

No of Respondents Percentage (N:100) 39 26 35 39.0 26.0 35.0

INFERENCE: It is inferred from the above table that 39.0% of the respondents are being customer to Reliance Below 2 years, 26.0% of the respondents are being customer from 2 to 5 years and 35.0% of the respondents are being customer above 5 years. CHART 4.13 CHART DEPICTING THE DISTRIBUTION OF RESPONDENTS BASED ON THE DURATION OF BEING CUSTOMER TO RELIANCE

33

S.No 1. 2. 3. 4.

Reason for loyalty Price Quality Service Speed

No of Respondents Percentage (N:100) 27 15 10 48 27.0 15.0 10.0 48.0

TABLE4.14 TABLE SHOWING RESPONDENTS BASED ON THE REASON FOR LOYALTY

INFERENCE:

34 It is inferred from the above table that 27.0% of the respondents are loyal due to the Price, 15.0% of the respondents are loyal due to Quality, 10.0% of the respondents are loyal due to the Service and 48.0% of the respondents are loyal due to the Speed. CHART 4.14 No of Respondents Percentage (N:100) 64 36 64.0 36.0

S.No 1. 2.

Recommending Reliance Broad bond+ Yes No

CHART DEPICTING THE DISTRIBUTION OF RESPONDENTS BASED ON THE REASON FOR LOYALTY
Reason for loyalty

50
48.0%

40

Percent

30
27.0%

20

15.0%

10

10.0%

0 Price Quality Service Speed

Reason for loyalty

TABLE 4.15 TABLE SHOWING RESPONDENTS BASED ON THE RECOMMENDING RELIANCE BROAD BOND+

INFERENCE:

35 It is inferred from the above table that 64.0% of the respondents are recommending Reliance net connect broad band+ and 36% of the respondents dont recommend. CHART 4.15 CHART DEPICTING THE DISTRIBUTION OF RESPONDENTS BASED ON RECOMMENDING RELIANCE BROAD BOND+

Recommending Reliance Broad bond+

64.0%

60

Percent

40
36.0%

20

0 Yes No

Recommending Reliance Broad bond+

TABLE 4.16 TABLE SHOWING THE MEDIAN VALUE OF CUSTOMER PERCEPTION ON RELIANCE NET CONNECT BROADBAND PLUS IN RELIANCE COMMUNICATIONS

S. No 1. 2. 3. 4. 5. 6. 7.

Dimensions Tariff plan Satisfaction level Services Speed Promotion Brand Overall

Median Value 6 22 7 20 9 8 73

36

TABLE 4.17 DISTRIBUTION OF THE RESPONDENTS BASED ON THE TARIFF PLAN

37

S.No Tariff plan 1. 2. Low level High level

No of Respondents (N:100) 26 74

Percentage 26.0 74.0

INFERENCE: It is inferred from the above table that 26.0% of the respondents have low level and 74.0 % of the respondents have high level in Tariff plan of Consumer perception respectively. CHART 4.17 CHART DEPICTING THE DISTRIBUTION OF RESPONDENTS BASED ON THE TARIFF PLAN

38

S.No 1. 2.

Satisfaction level Low level High level

No of Respondents (N:100) 43 57

Percentage 43.0 57.0

TABLE 4.18 DISTRIBUTION OF THE RESPONDENTS BASED ON THEIR SATISFACTION LEVEL

INFERENCE: It is inferred from the above table that 43.0% of the respondents have low level and 57.0 % of the respondents have high level in Satisfaction level of Consumer perception respectively. CHART 4.18

39 CHART DEPICTING THE DISTRIBUTION OF RESPONDENTS BASED ON THEIR SATISFACTION LEVEL

S.No 1. 2.

Services Low level High level

No of Respondents (N:100) 40 60

Percentage 40.0 60.0

TABLE 4.19 DISTRIBUTION OF THE RESPONDENTS BASED ON THE SERVICES

INFERENCE: It is inferred from the above table that 40.0% of the respondents have low level and 60.0 % of the respondents have high level in Service of Consumer perception respectively. CHART 4.19

40 CHART DEPICTING THE DISTRIBUTION OF RESPONDENTS BASED ON THE SERVICES

Service
Low High

40.0%

60.0%

TABLE 4.20 DISTRIBUTION OF THE RESPONDENTS BASED ON THE SPEED

41

S.No 1. 2.

Speed Low level High level

No of Respondents (N:100) 34 66

Percentage 34.0 66.0

INFERENCE: It is inferred from the above table that 34.0% of the respondents have low level and 66.0 % of the respondents have high level in Speed of Consumer perception respectively. CHART 4.20 CHART DEPICTING THE DISTRIBUTION OF RESPONDENTS BASED ON THE SPEED

42

Speed
Low High

34.0%

66.0%

43 TABLE 4.21 DISTRIBUTION OF THE RESPONDENTS BASED ON THE PROMOTION

S.No 1. 2.

Promotion Low level High level

No of Respondents (N:100) 40 60

Percentage 40.0 60.0

INFERENCE: It is inferred from the above table that 40.0% of the respondents have low level and 60.0 % of the respondents have high level in Promotion of Consumer perception respectively. CHART 4.21 CHART DEPICTING THE DISTRIBUTION OF RESPONDENTS BASED ON THE PROMOTION

44

S.No 1. 2.

Brand Low level High level

No of Respondents (N:100) 40 60

Percentage 40.0 60.0

TABLE 4.22 DISTRIBUTION OF THE RESPONDENTS BASED ON THE BRAND

INFERENCE: It is inferred from the above table that 40.0% of the respondents have low level and 60.0 % of the respondents have high level in Promotion of Consumer perception respectively. CHART 4.22 CHART DEPICTING THE DISTRIBUTION OF RESPONDENTS BASED ON THE BRAND

45

S.No 1. 2.

Overall Low level High level

No of Respondents (N:100) 48 52

Percentage 48.0 52.0

TABLE 4.23 DISTRIBUTION OF THE RESPONDENTS BASED ON THE OVERALL

INFERENCE: It is inferred from the above table that 48.0% of the respondents have low level and 52.0 % of the respondents have high level in Overall of Consumer perception respectively. CHART 4.23 CHART DEPICTING THE DISTRIBUTION OF RESPONDENTS BASED ON THE OVERALL

46

Overall
Low High

52.0%

48.0%

TABLE 4.24 KARL PEARSONS CO-EFFICIENT OF CORRELATION BETWEEN THE RESPONDENTS AGE AND CUSTOMER PERCEPTION IN VARIOUS DIMENSIONS

S.No

Variable

Correlation value Statistical Interface P < 0.05 Significant P < 0.05 Significant

1.

Tariff plan

.220(*)

2.

Satisfaction level

.236(*)

47

3.

Service

.142

P > 0.05 Not Significant P > 0.05 Not Significant P > 0.05 Not Significant P > 0.05 Not Significant P > 0.05 Not Significant

4.

Speed

.061

5.

Promotion

.065

6.

Brand

.174

7.

Overall

.063

** Correlation is significant at the 0.01 level * Correlation is significant at the 0.05 level

INFERENCE: It is inferred from the table: 5.25 that there is a significant correlation between the respondents Age and Tariff plan in Customer perception.

It is inferred from the table: 5.25 that there is a significant correlation between the respondents Age and Satisfaction level in Customer perception. It is inferred from the table that there is no significant correlation between the respondents Age and Service in Customer perception. It is inferred from the table that there is no significant correlation between the respondents Age and Speed in Customer perception.

48 It is inferred from the table that there is no significant correlation between the respondents Age and Promotion in Customer perception. It is inferred from the table that there is no significant correlation between the respondents Age and Brand in Customer perception. It is inferred from the table that there is no significant correlation between the respondents Age and Overall dimension in Customer perception.

TABLE 4.25 ASSOCIATION BETWEEN THE FAMILY MONTHLY INCOME 0F THE RESPONDENT AND VARIOUS DIMENSION OF CUSTOMER PERCEPTION ON RELIANCE NET CONNECT BROADBAND PLUS Family monthly income Rs.10000 to Rs.20001 to Rs.20000 Rs.30000 (n:44) (n:8)

S.n o 1.

Customer perception Tariff plan Low level High level

Below Rs.10000 (n:32)

Above Rs.30000 (n:16)

Statistical Inference

11 21

8 36

1 7

6 10

X2=4.422 df =3 P > 0.05 Not

49 Significant 2. Satisfaction level Low level High level 3. Service Low level High level 4. Speed Low level High level 5. Promotion Low level High level 17 15 13 31 3 5 7 9 X2= 4.415 df =3 P > 0.05 Not Significant 10 22 13 31 2 6 9 7 X2= 4.316 df =3 P > 0.05 Not Significant 11 21 19 25 2 6 8 8 X2=2.024 df =3 P > 0.05 Not Significant 18 14 12 32 4 4 9 7 X2=8.038 df =3 P < 0.05 Significant

S.n o 6.

Customer perception Brand Low level High level

Below Rs.10000 (n:32)

Family monthly income Rs.10000 to Rs.20001 to Rs.20000 Rs.30000 (n:44) (n:8)

Above Rs.30000 (n:16)

Statistical Inference

15 17

21 23

3 5

9 7

X2= 0.807 df =3 P > 0.05 Not Significant X2=11.438 df =3 P < 0.01 Significant

7.

Overall Low level High level 19 13 15 29 2 6 12 4

50

INFERENCE: It is inferred from the table: 5.26 that there is no significant Association between the respondents Family Monthly income and Tariff plan in Customer perception. It is inferred from the table that there is a significant Association between the respondents Family monthly income and Satisfaction level in Customer perception. It is inferred from the table that there is no significant Association between the respondents Family monthly income and Service in Customer perception. It is inferred from the table that there is no significant Association between the respondents Family monthly income and Speed in Customer perception. It is inferred from the table that there is no significant Association between the respondents Family monthly income and Promotion in Customer perception. It is inferred from the table that there is no significant Association between the respondents Family monthly income and Brand in Customer perception. It is inferred from the table that there is a significant Association between the respondents Family monthly income and Overall dimension in Customer perception.

TABLE 4.26 ASSOCIATION BETWEEN THE DURATION OF BEING CUSTOMER AND VARIOUS DIMENSION OF CUSTOMER PERCEPTION Duration of being customer to Reliance Communication Below 2 years 2 to 5 years Above 5 years (n:39) (n:26) (n:35)_

S.no

Customer perception Tariff plan

Statistical Inference

1.

X2=6.239

51 Low level High level 2. Satisfaction level Low level High level 3. Service Low level High level 4. Speed Low level High level 5. Promotion Low level High level 16 23 11 15 13 22 X2= 0.194 df =2 P > 0.05 Not Significant 13 26 11 15 10 25 X2=1.267 df =2 P > 0.05 Not Significant 19 20 9 17 12 23 X2=2.025 df =2 P > 0.05 Not Significant 15 24 15 11 13 22 X2=3.108 df =2 P > 0.05 Not Significant 12 27 2 24 12 23 df =2 P < 0.05 Significant

S.no

Customer perception Brand Low level High level

Duration of being customer to Reliance Communication Below 2 years 2 to 5 years Above 5 years (n:39) (n:26) (n:35)_ 21 18 13 13 14 21

Statistical Inference

6.

X2=1.473 df =2 P > 0.05 Not Significant X2= 0.735 df =2 P > 0.05

7.

Overall Low level High level 19 20 14 12 15 20

52 Not Significant

INFERENCE: It is inferred from the table: 5.27 that there is a significant Association between the Duration of being customer to Reliance Communication and Tariff plan in Customer perception. It is inferred from the table that there is no significant Association between the Duration of being customer to Reliance Communication Customer perception. It is inferred from the table that there is no significant Association between the Duration of being customer to Reliance Communication and Service in Customer perception. It is inferred from the table that there is no significant Association between the Duration of being customer to Reliance Communication and Speed in Customer perception. It is inferred from the table that there is no significant Association between the Duration of being customer to Reliance Communication and Promotion in Customer perception. It is inferred from the table that there is no significant Association between the Duration of being customer to Reliance Communication and Brand in Customer perception. It is inferred from the table that there is no significant Association between the Duration of being customer to Reliance Communication and Overall dimension in Customer perception. and Satisfaction level in

53

TABLE 4.27 t TEST BETWEEN THE RESPONDENTS GENDER AND VARIOUS DIMENSIONS OF CUSTOMER PERCEPTION ON RELIANCE NET CONNECT BROADBAND PLUS

54

S.No Customer perception Tariff plan Male (n:58) Female (n:42) 2. Satisfaction level Male (n:58) Female (n:42) 3. Service Male (n:58) Female (n:42) 4. Speed Male (n:58) Female (n:42) 5. Promotion Male (n:58) Female (n:42)

_ X

S.D

S.E

Statistical Inference

1.

6.6897 6.3810

1.6136 1 1.4133 9 3.2598 7 3.3213 5 1.4749 4 1.3216 7 2.4921 5 2.7717 0 1.5241 6 1.4979 7

. 21188 . 21809 . 42804 . 51250 . 19367 . 20394 . 32724 . 42768 . 20013 . 23114

t = 0.994 df=98 P > 0.05 Not Significant

22.931 0 21.571 4

t = 2.042 df=98 P < 0.05 Significant t = 0.832 df=98 P > 0.05 Not Significant t = 0.509 df=98 P > 0.05 Not Significant t =1.012 df=98 P > 0.05 Not Significant

7.0000 6.7619

20.293 1 20.023 8 8.3103 8.0000

55

S.No Customer perception 6. Brand Male (n:58) Female (n:42) 7. Overall Male (n:58) Female (n:42)

_ X

S.D

S.E

Statistical Inference t = 0.815 df=98 P > 0.05 Not Significant t = 1.691 df=98 P > 0.05 Not Significant

7.6897 7.5238 72.913 8 70.261 9

1.0123 3 .99359 7.7193 9 7.7650 2

.13292 .15331 1.0136 1 1.1981 7

56

INFERENCE: It is inferred from the table: 5.28 that there is no significant difference between the respondents Gender and Tariff plan in Customer perception. It is inferred from the table that there is a significant difference between the respondents Gender and Satisfaction level in Customer perception. It is inferred from the table that there is no significant difference between the respondents Gender and Service in Customer perception. It is inferred from the table that there is no significant difference between the respondents Gender and Speed in Customer perception. It is inferred from the table that there is no significant difference between the respondents Gender and Promotion in Customer perception. It is inferred from the table that there is no significant difference between the respondents Gender and Brand in Customer perception. It is inferred from the table:5.28 that there is no significant difference between the respondents Gender and Overall dimension in Customer perception.

TABLE 4.28 t TEST BETWEEN THE RESPONDENTS MARITAL STATUS AND VARIOUS DIMENSIONS OF CUSTOMER PERCEPTION ON RELIANCE NET CONNECT BROADBAND PLUS

57

S.No Customer perception

_ X

S.D

S.E

Statistical Inference

1.

Tariff plan Married (n:61) Single (n:39) 6.8361 6.1282 1.4045 2 1.6412 4 3.4984 8 2.9612 9 1.5394 6 1.2005 4 2.6402 7 2.5699 4 1.5346 6 1.4935 8 . 17983 . 26281 . 44793 . 47419 . 19711 . 19224 . 33805 . 41152 . 19649 . 23916 t =2.301 df=98 P < 0.05 Significant

2.

Satisfaction level Married (n:61) Single (n:39) 22.836 1 21.615 4 t =1.804 df=98 P > 0.05 Not Significant t =0.130 df=98 P > 0.05 Not Significant t =0.472 df=98 P > 0.05 Not Significant t =0.543 df=98 P > 0.05 Not Significant

3.

Service Married (n:61) Single (n:39) 6.8852 6.9231

4.

Speed Married (n:61) Single (n:39) 20.278 7 20.025 6 8.2459 8.0769

5.

Promotion Married (n:61) Single (n:39)

58

59

S.No Customer perception 6. Brand Married (n:61) Single (n:39) 7. Overall Married (n:61) Single (n:39)

_ X

S.D

S.E

Statistical Inference t =0.167 df=98 P > 0.05 Not Significant t = 1.430 df=98 P > 0.05 Not Significant

7.6066 7.6410 72.688 5 70.410 3

1.0210 9 .98641 7.7857 6 7.7450 1

.13074 .15795

.99686 1.2401 9

INFERENCE: It is inferred from the table: 5.29 that there is a significant difference between the respondents Marital Status and Tariff plan in Customer perception. It is inferred from the table that there is no significant difference between the respondents Marital Status and Satisfaction level in Customer perception. It is inferred from the table that there is no significant difference between the respondents Marital Status and Service in Customer perception. It is inferred from the table that there is no significant difference between the respondents Marital Status and Speed in Customer perception. It is inferred from the table that there is no significant difference between the respondents Marital Status and Promotion in Customer perception. It is inferred from the table that there is no significant difference between the respondents Marital Status and Brand in Customer perception. It is inferred from the table that there is no significant difference between the respondents Marital Status and Overall dimension in Customer perception.

60

TABLE 4.29 t TEST BETWEEN THE RESPONDENTS TYPE OF TARIFF AND VARIOUS DIMENSIONS OF CUSTOMER PERCEPTION ON RELIANCE NET CONNECT BROADBAND PLUS _ X Statistical Inference

S.No Customer perception

Tariff plan Post paid (n:71) Prepaid (n:29)

S.D

S.E

1.

6.5211 6.6552

1.5293 2 1.5647 0

. 18150 . 29056 . 40485 . 52925 . 17136 . 24763 . 31577 . 45774 . 16950 . 31523

t =0.395 df=98 P > 0.05

Not Significant

2.

Satisfaction level Post paid (n:71) Prepaid (n:29) 22.859 2 21.137 9 3.4113 1 2.8501 1 1.4439 2 1.3335 4

t =2.395 df=98 P < 0.05

Significant

3.

Service Post paid (n:71) Prepaid (n:29) 6.9718 6.7241

t =0.795 df=98 P > 0.05

Not Significant

4.

Speed Post paid (n:71) Prepaid (n:29) 20.323 9 19.827 6 8.2958 7.8966 2.6606 9 2.4650 3 1.4282 3 1.6975 8

t =0.864 df=98 P > 0.05

Not Significant

5.

Promotion Post paid (n:71) Prepaid (n:29)

t =1.200 df=98 P > 0.05 Not Significant

61

62

S.No 6.

Customer perception Brand Post paid (n:71) Prepaid (n:29)

_ X

S.D

S.E

Statistical Inference t =0.214 df=98 P > 0.05 Not Significant t =1.627 df=98 P > 0.05 Not Significant

7.6338 7.5862 72.6056 69.8276

1.05883 .86674 8.14244 6.65512

.12566 .16095 .96633 1.23583

7.

Overall Post paid (n:71) Prepaid (n:29)

INFERENCE: It is inferred from the table: 5.30 that there is no significant difference between the respondents Type of Tariff and Tariff plan in Customer perception. It is inferred from the table that there is a significant difference between the respondents Type of Tariff plan and Satisfaction level in Customer perception. It is inferred from the table that there is no significant difference between the respondents Type of Tariff plan and Service in Customer perception. It is inferred from the table that there is no significant difference between the respondents Type of Tariff plan and Speed in Customer perception. It is inferred from the table:5.30 that there is no significant difference between the respondents Type of Tariff plan and Promotion in Customer perception. It is inferred from the table that there is no significant difference between the respondents Type of Tariff plan and Brand in Customer perception. It is inferred from the table that there is a significant difference between the respondents Type of Tariff plan and Overall dimension in Customer perception.

63 TABLE 4.30 ONE WAY ANALYSIS OF VARIANCE AMONG THE EDUCATIONAL QUALIFICATION OF THE RESPONDENTS WITH REGARD TO CUSTOMER PERCEPTION IN VARIOUS DIMENSIONS

S.NO 1.

Source Tariff plan Between Groups Within Groups

Df

SS

MS

_ X

Statistical Inference

2 97

8.961 223.679

4.481 2.306

G1=1.63505 G2=1.43053 G3=1.60255

F= 1.943 P > 0.05 Not Significant

2.

Satisfaction level G1=3.30200 Between Groups Within Groups 2 97 38.373 1064.66 7 19.18 7 10.97 6 G2=3.24177 G3=3.67630 F= 1.748 P > 0.05 Not Significant

3.

Service Between Groups 2 Within Groups 97 12.143 184.857 6.071 1.906 G1=1.18458 G2=1.50971 G3=1.20605 F=3.186 P < 0.05 Significant

4.

Speed G1=2.07034 Between Groups Within Groups 2 97 50.861 619.899 25.43 1 6.391 G2=2.75469 G3=2.51661 F=3.979 P < 0.05 Significant

64

S.NO 5.

Source Promotion

Df

SS

MS

_ X G1=1.07576

Statistical Inference F=0.688 P > 0.05 Not Significant

Between Groups Within Groups 6. Brand

2 97

3.171 223.589

1.585 2.305

G2=1.59382 G3=2.08893

G1=.91581 Between Groups Within Groups 7. Overall G1=5.67642 Between Groups Within Groups 2 97 394.226 5645.774 197.113 58.204 G2=7.96353 G3=10.26431 2 97 .846 98.714 .423 1.018 G2=1.09307 G3=.79772

F=0.416 P > 0.05 Not Significant

F=3.387 P < 0.05 Significant

INFERENCE: Education qualification indicates three groups namely Under Graduate, Post Graduate and others. It is inferred from the table: 5.31 that there is no significant variance among the Educational Qualification with regard to Tariff plan in Customer perception. It is inferred from the table:5.31 that there is no significant variance among the Educational Qualification with regard to Satisfaction level in Customer perception.

65 It is inferred from the table that there is a significant variance among the Educational Qualification with regard to Service in Customer perception. It is inferred from the table that there is a significant variance among the Educational Qualification with regard to Speed in Customer perception. It is inferred from the table that there is no significant variance among the Educational Qualification with regard to Promotion in Customer perception. It is inferred from the table that there is no significant variance among the Educational Qualification with regard to Brand in Customer perception. It is inferred from the table that there is a significant variance among the Educational Qualification with regard to Overall dimension in Customer perception.

66

TABLE 4.31 ONE WAY ANALYSIS OF VARIANCE AMONG THE OCCUPATION OF THE RESPONDENTS WITH REGARD TO CUSTOMER PERCEPTION IN VARIOUS DIMENSIONS Source Tariff plan G1=7.2778 Between Groups Within Groups 2. Satisfaction level G1=21.6667 Between Groups Within Groups 3. Service G1=7.8333 Between Groups Within Groups 4. Speed G1=20.7222 Between Groups Within Groups 3 96 7.366 663.394 2.455 6.910 G2=20.0227 G3=20.1389 F=-0.355 P > 0.05 Not Significant 3 96 25.841 171.159 8.614 1.783 G2=6.9545 G3=6.4167 G4=6.0000 F=4.831 P < 0.05 Significant 3 96 66.040 1037.000 22.013 10.802 G2=23.2500 G3=21.5833 G4=23.0000 F= 2.038 P > 0.05 Not Significant 3 96 22.314 210.326 7.438 2.191 G2=6.7045 G3=6.1111 G4=5.0000 F=3.395 P < 0.05 Significant Df SS MS _ X Statistical Inference

S.NO 1.

67 G4=19.5000

S.NO 5.

Source Promotion

Df

SS

MS

_ X G1=8.2222 G2=8.5455 G3=7.6667 G4=9.0000 G1=8.1111 G2=7.5227 G3=7.4722 G4=8.0000 G1=73.8333

Statistical Inference F=2.551 P > 0.05 Not Significant

Between Groups 3 Within Groups 96 6. Brand Between Groups 3 Within Groups 96 7. Overall

16.740 210.020

5.580 2.188

5.833 93.727

1.944 .976

F=1.991 P > 0.05 Not Significant

F=1.971 P > 0.05

Between Groups Within Groups

3 96

350.444 5689.55 6

116.81 5 59.266

G2=73.0000

G3=69.3889 Not Significant G4=70.5000

INFERENCE: Occupation indicates four groups namely Private Employee, Government Employee, Business and Others. It is inferred from the table: 5.32 that there is a significant variance among the Occupation with regard to Tariff plan in Customer perception.

68 It is inferred from the table:5.32 that there is no significant variance among the Occupation with regard to Satisfaction level in Customer perception. It is inferred from the table that there is a significant variance among the Occupation with regard to Service in Customer perception. It is inferred from the table that there is no significant variance among the Occupation with regard to Speed in Customer perception. It is inferred from the table that there is no significant variance among the Occupation with regard to Promotion in Customer perception. It is inferred from the table that there is no significant variance among the Occupation with regard to Brand in Customer perception. It is inferred from the table that there is no significant variance among the Occupation with regard to Overall dimension in Customer perception.

69

TABLE 4.32 ONE WAY ANALYSIS OF VARIANCE AMONG THE REASON FOR THE LOYALTY OF THE RESPONDENTS WITH REGARD TO CUSTOMER PERCEPTION IN VARIOUS DIMENSIONS Source Tariff plan Between Groups Within Groups 2. Satisfaction level Between Groups Within Groups 3. Service Between Groups Within Groups 4. Speed Between Groups Within Groups 3 96 31.381 639.379 10.460 6.660 G1=19.3333 G2=21.0000 G3=20.4000 G4=20.3542 F=1.571 P > 0.05 Not Significant 3 96 2.680 194.320 .893 2.024 G1=6.8148 G2=6.6667 G3=7.3000 G4=6.9375 F=0.441 P > 0.05 Not Significant 3 96 134.694 968.346 44.898 10.087 G1=21.3704 G2=21.5333 G3=20.6000 G4=23.5417 F= 4.451 P < 0.05 Significant G1=6.2963 G2=6.0000 G3=5.7000 G4=7.0625 F= 4.043 P < 0.05 Significant Df SS MS _ X Statistical Inference

S.NO 1.

3 96

26.098 206.542

8.699 2.151

70

S.NO 5.

Source Promotion Between Groups Within Groups

Df

SS

MS

_ X G1=8.0000 G2=8.2667 G3=7.8000 G4=8.3333 G1=7.5556 G2=7.7333 G3=7.9000 G4=7.5625 G1=69.3704 G2=71.2000 G3=69.7000 G4=73.7917

Statistical Inference F=0.510 P > 0.05 Not Significant

3 96

3.560 223.200

1.187 2.325

6.

Brand Between Groups Within Groups 3 96 1.248 98.313 .416 1.024 F=0.406 P > 0.05 Not Significant

7.

Overall Between Groups Within Groups 3 96 399.287 5640.713 133.096 58.757 F=2.265 P > 0.05 Not Significant

INFERENCE: Reason for loyalty indicates four groups namely Price, Quality, Service and Speed. It is inferred from the table: 5.33 that there is a significant variance among the Reason for the Loyalty with regard to Tariff plan in Customer perception.

71 It is inferred from the table that there is a significant variance among the Reason for the Loyalty with regard to Satisfaction level in Customer perception. It is inferred from the table:5.33 that there is no significant variance among the Reason for the Loyalty with regard to Service in Customer perception. It is inferred from the table that there is no significant variance among the Reason for the Loyalty with regard to Speed in Customer perception. It is inferred from the table that there is no significant variance among the Reason for the Loyalty with regard to Promotion in Customer perception. It is inferred from the table that there is no significant variance among the Reason for the Loyalty with regard to Brand in Customer perception. It is inferred from the table that there is no significant variance among the Reason for the Loyalty with regard to Overall dimension in Customer perception.

72

TABLE 4.33 INTER CORRELATION MATRIX AMONG VARIOUS DIMENSIONS OF CUSTOMER PERCEPTION ON RELIANCE NET CONNECT BROADBAND PLUS Tariff plan 1 .300(**) .405(**) .144 .235(*) .100 .504(**) Satisfactio n level 1 .257(**) .334(**) .475(**) .198(*) .761(**) 1 .429(**) .368(**) .530(**) .652(**) 1 .428(**) .630(**) .746(**) Promoti on

Service

Speed

Brand

Overall

Tariff plan Satisfaction level Service Speed Promotion Brand Overall

1 .285(**) .688(**)

1 .594(**)

** Correlation is significant at the 0.01 level * Correlation is significant at the 0.05 level It inferred from the above table that all the variables have positive relationship, Highly significant relationship exist between satisfaction level, service, speed, promotion and overall (above 0.6)

73

CHAPTER- 5 5.0 FINDINGS & SUGGESTIONS 5.1 The present chapter deals with the major findings of the present study this is classified into: I. II. III. Findings on Research Hypothesis, Findings on Socio-demographic characteristics and Findings on Dimension of Customer perception.

I.

FINDINGS ON RESEARCH HYPOTHESIS HYPOTHESIS 1

Ho: There is no significant correlation between the respondents Age and Customer perception in various dimensions. STATISTICAL TEST Karl Persons Co-efficient Correlation is applied to the above hypothesis to test the relationship. FINDING It is found that there is a significant correlation between the respondents Age and Customer perception in various dimensions. Hence null hypothesis is rejected. (Table No: 5.25) HYPOTHESIS 2 Ho: There is no significant difference between Gender of the respondents and Customer perception in various dimensions. STATISTICAL TEST Studentt-test is applied to the above hypothesis to test the difference.

74 FINDING It is found that there is a significant difference between Gender of the respondents and Customer perception in various dimensions. Hence null hypothesis is rejected. (Table No: 5.28). HYPOTHESIS 3 Ho: There is no significant difference between Marital Status of the respondents and Customer perception in various dimensions. STATISTICAL TEST Studentt-test is applied to the above hypothesis to test the difference. FINDING It is found that there is a significant difference between Marital Status of the respondents and Customer perception in various dimensions. Hence null hypothesis is rejected. (Table No: 5.29). HYPOTHESIS 4 Ho: There is no significant difference between Type of Tariff of the respondents and Customer perception in various dimensions. STATISTICAL TEST Studentt-test is applied to the above hypothesis to test the difference. FINDING It is found that there is a significant difference between Type of Tariff of the respondents and Customer perception in various dimensions. Hence null hypothesis is rejected. (Table No: 5.30). HYPOTHESIS 5 Ho: There is no significant Association between the Family monthly income of the respondents and Customer perception in various dimensions. STATISTICAL TEST

75 Chi-test is applied to the above hypothesis to test the association. FINDING It is found that there is a significant Association between the Family monthly income of the respondents and Customer perception in various dimensions. Hence null hypothesis is rejected. (Table No: 5.26). HYPOTHESIS 6 Ho: There is no significant Association between the Duration of being customer to reliance communication and Customer perception in various dimensions. STATISTICAL TEST Chi-test is applied to the above hypothesis to test the association. FINDING It is found that there is a significant Association between the Duration of being customer to reliance communication and Customer perception in various dimensions. Hence null hypothesis is rejected. (Table No: 5.27).

HYPOTHESIS 7 Ho: There is no significant variance among the Educational Qualification with regard to Customer perception in various dimensions. STATISTICAL TEST Anova-test is applied to the above hypothesis to test the variance. FINDING It is found that there is a significant variance among the Educational Qualification with regard to Customer perception in various dimensions. Hence null hypothesis is rejected. (Table No: 5.31). HYPOTHESIS 8 Ho: There is no significant variance among the Occupation with regard to Customer perception in various dimensions.

76 STATISTICAL TEST Anova-test is applied to the above hypothesis to test the variance. FINDING It is found that there is a significant variance among the Occupation with regard to Customer perception in various dimensions. Hence null hypothesis is rejected. (Table No: 5.32).

HYPOTHESIS 9 Ho: There is no significant variance among the Reason for Loyalty of the respondents with regard to Customer perception in various dimensions. STATISTICAL TEST Anova-test is applied to the above hypothesis to test the variance. FINDING It is found that there is a significant variance among the Reason for Loyalty of the respondents with regard to Customer perception in various dimensions. Hence null hypothesis is rejected. (Table No: 5.33).

77

II. FINDINGS ON SOCIO-DEMOGRAPHIC CHARACTERISTICS It is cleared that around 44.0% of the respondents are in the age of Below 25 years, 36.0% of the respondents are in the age of 25 to 35 years and 20.0% of the respondents are in the age of above 35 years. It is cleared that around 58.0% of the respondents are Male and 42.0% of the respondents are Female. It is cleared that around 59.0% of the respondents are Married and 41.0% of the respondents are Single. It is cleared that around 32.0% of the respondents have their family monthly income Below Rs.10000, 44.0% of the respondents have Rs.10000 to Rs.20000, 8.0% of the respondents have Rs.20001 to Rs.30000 and 16.0% of the respondents have above Rs.30000. It is cleared that around 32.0% of the respondents are Under Graduates, 56.0% of the respondents are Post Graduate and 12.0% of the respondents are others (like Diploma holders, M. Phil, PhD). It is cleared that around 18.0% of the respondents are Private employee, 44.0% of the respondents are Government employee, 36.0% of the respondents are doing business and 2.0% of the respondents are Students.

78 It is cleared that around 24.0% of the respondents are Joint family and 76.0% of the respondents are Nuclear. It is cleared that around 52.0% of the respondents are using the Reliance net connect broad band in their Laptop, 20.0% of the respondents are using the connection in their desktop and 28.0% of the respondents are using the reliance net connection in above the both. It is cleared that around 71.0% of the respondents have Post paid and 29.0% of the respondents have prepaid. It is cleared that around 66.0% of the respondents have Broadband+ pay as you Go plan, 24.0% of the respondents have Broadband+ 512 MB plan and 10.0% of the respondents have Broadband+ Unlimited Plan. It is cleared that around 4.0% of the respondents are paying their monthly bill Rs.650, 32.0% of the respondents are paying their monthly bill Rs.750, 24.0% of the respondents are paying their monthly bill Rs.850 and 40.0% of the respondents are paying their monthly bill above Rs.850 . It is cleared that around 8.0% of the respondents came to know about Reliance net connect broad band+ through their friends, 44.0% of the respondents came to know about Reliance net connect broad band+ through Advertisement, 20.0% of the respondents came to know about Reliance net connect broad band+ broad band+ through others. It is cleared that around 39.0% of the respondents are being customer to Reliance Below 2 years, 26.0% of the respondents are being customer from 2 to 5 years and 35.0% of the respondents are being customer above 5 years. through relatives and 28.0% of the respondents came to know about Reliance net connect

79 It is cleared that around 27.0% of the respondents are loyal due to the Price, 15.0% of the respondents are loyal due to Quality, 10.0% of the respondents are loyal due to the Service and 48.0% of the respondents are loyal due to the Speed. It is cleared that around 64.0% of the respondents are recommending Reliance net connect broad band+ and 36% of the respondents dont recommend.

III. FINDINGS ON DIMENSION OF CUSTOMER PERCEPTION It is cleared that around 26.0% of the respondents have low level and 74.0 % of the respondents have high level in Tariff plan of Consumer perception respectively. It is cleared that around 43.0% of the respondents have low level and 57.0 % of the respondents have high level in Satisfaction level of Consumer perception respectively. It is cleared that around 40.0% of the respondents have low level and 60.0 % of the respondents have high level in Service of Consumer perception respectively. It is cleared that around 34.0% of the respondents have low level and 66.0 % of the respondents have high level in Speed of Consumer perception respectively. It is cleared that around 40.0% of the respondents have low level and 60.0 % of the respondents have high level in Promotion of Consumer perception respectively. It is cleared that around 40.0% of the respondents have low level and 60.0 % of the respondents have high level in Brand of Consumer perception respectively.

80 It is cleared that around 48.0% of the respondents have low level and 52.0 % of the respondents have high level in Overall of Consumer perception respectively.

5.2 SUGGESTIONS: Company may come out with additional effective plans to make the customers more satisfied. Steps must be taken to deliver the bills to the customers before a week from the due date of payment. After sales services could be concentrated more to retain the existing customers and to attract the new customers. The company has to arrange periodical reviews with customers to discuss their complaints, so as to ensure the mutual trusts. The reliance communication may also solve the customer complaints through email, and phone calls. The Reliance communication has to strengthen the customer care service to tie up and satisfy the customers.

81 The USB modem gets heated soon. The technology of the device has to be improved suitably for smooth working without any problem.

5.3 CONCLUSION: This project has helped us in understanding the Customer perception towards Reliance net connect broad band+. The main purpose of the study is to measure the Tariff plan, customer satisfaction level, services, Speed of reliance net connect broad band+, promotion and brand through the customer perception in Reliance communications.

It is understood from the study that the Reliance has a good brand image. Device installation and registration on site is easier to work so that customers need not give more papers at the time of purchasing new connection.

82 Finally, I would like to say that the market position and Brand image of Reliance net connect broad band+ is good. The Correct Billing prepared by Reliance net connect broad band+ has to be sent to the customers properly in time. So, suitable remedial action has to be taken by Reliance communication to attract more and more consumers. The Reliance communication has to improve the customer care services and after sales services, to bring good image in the minds of customers, Not only for new customers but also for old customers. However, according to the survey the customer perception towards Reliance net connects broad band+ is good. Reliance communications Madurai are performing well. The Customer perception is that the Reliance net connect broad band+ of Reliance communications is not fully reaching to all levels of the customers in Madurai because of inadequate services. It will take some more time to reach to all levels of customers.

BIBLIOGRAPHY

Books Marketing Management - Phillip Kotler Marketing Research - Toll & Hawkins Websites www.rcom.co.in www.wikipedia.com

83 www.broadbandindia.com Ambani, Dhirubhai. Reliance Communication. 1999. http://www.rcom.co.in/Communications/Aboutus/aboutus_home.html. Reliance communication- Timeline http://www.rcom.co.in/webapp/Communications/rcom/Aboutus/aboutus _milestones.jsp Products http://www.rcom.co.in/webapp/Communications/rcom/index.jsp