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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil.

, PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA

CHAPTER – I
INTRODUCTION
Consumer
A consumer is an individual who purchase or has the
capacity to purchase
goods and services offered for sale by marketing institutions
in order to satisfy
personal or household needs,
wants or desires.
According to a statement made by Mahatma Gandhi,
‘consumer refers to
the following, “A consumer is the most important visitor on
our premises. He is
not dependent on us. We are dependent on him. He is not an
outsider to our
business. He is part of it. We are not doing him a favour by
serving him. He is
doing us a favour by giving us an opportunity to do so”.
So consumer is like the blood of our business and also a
satisfied
customer is a word of mouth advertisement of a product /
services.
1.1.CONSUMER SATISFACTION
Every human being is a consumer of different produces. If
there is no
consumer, there is no business. Therefore, consumer
satisfaction is very
important to every business person.
According to Philip Kotler consumer satisfaction is defined
on, “personal
feeling of pleasure resulting from comparing a product’s
pursued performance
in relation to his /her expectations”.
Consumer attitude measurements are taken on either
potential buries or
existing client’s buries in order to identify their
characteristics. Why should the
competent market engineer conduct consumer research?
Consumer’s surverys
can provide the researcher with a wealth of information,
valuable of the
marketing function.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
Detailed information regarding the customer in a market will
provide the
basic platform for all marketing decisions. Marketing decision
maker needs
descriptive information about the total potential unit and
dollar sales in each
segment. Perhaps the most important one is that a seller
need to be aware of the
relevant objective and need of consumer and how their
objectives might best be
served by the products.
MARKET
The term market is derived from Latin Word ‘Mercatus’,
which means ‘to
trade’ that is purchasing and selling of goods. It also means
merchandise truthic
place of business.
According to Pyle, “Market includes both place and region in
which
buyers and sellers or in free competition with one another”.
MARKETING
Marketing includes all the impacts involved in the exchange
process of
transferring the possession and ownership of goods or
services from the
producer to the ultimate consumer’s.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
MARKETING FORMULA
a. The foremost step is business aims at profit.
b. For profit making he can sell the products.
c. For selling the product he should create customers.
d. For creating the customer’s, customer’s needs of
preferences to be
identified and satisfied.
e. To satisfy the customer’s new product to be produced.
Marketing is trying to learn,
Who buy the products or services?
How do they buy?
When do they buy?
Where do they buy?
Why do they buy?
How often they buy?
It is otherwise called understand and predict human actions
in their
buying role. A marketer is act as consumers while them
purchasing any goods
/services, and try to market that product to an ultimate
consumer. So, marketing
is starts with consumer and ends with consumer.
So, today’s market is called on consumer market. It can be
defined on,
“All the individuals and households who buy goods and
services for personal
consumption”.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
So, the consumer satisfaction is get more importance in the
marketing
functions.
1.2.Importance of consumer satisfaction
The needs to satisfy customer for success in any commercial
enterprise is
very obvious. The income of all commercial enterprise is
derived from the
payments received for the products and services supplied to
its customers. If
there is no customer there is no income and there is no
business. Then the core
activity of any company is to attract and retain customers. It
is therefore no
surprise that Peter Drucker the renowned management
Guru, has said “to satisfy
the customers is the mission and purpose of every
business”.
Satisfaction of customer is essential for retention of
customer’s and for
continuous sales of the products and services of the
company to customers. This
establishes the needs for and the importance of customer
satisfaction. The
satisfaction of consumers is different from one to another.
Became, each
consumer has the different behaviour in their life. So, the
marketer satisfy the
consumer, he must very well know the behaviour of
consumer.
1.4.Consumer behaviour:
The term consumer behaviour may be defined as the
behaviour that
consumer displays in searching for purchasing, using,
evaluating, producing,
services and ideas which they expect will satisfy their needs.
In other words, “It
is a study of physiological, social, physical, behaviours of all
potential customer
as they become aware of evaluation, purchase and
consumption and tell other
about products and services”.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
The study of consumer behaviour is the study of how
individuals make
divisions to spend their resources like money, energy, time,
etc. on consumption
of products.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
1.5.Objectives of the study:
To study the evaluation of cell phones with particular
reference to India.
To ascertain the attributer which influenced the customer’s
in selecting a
particular cell phone services provider.
To study the consumer’s satisfaction towards different cell
phone service
providers in Coimbatore city.
To assess the problems faced by the cell phone users in
Coimbatore city.
To offer valuable suggestions to improve the services of
cell phones in
Coimbatore city.
1.6.c
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
1.7.Scope of study:
The present study is contained to Coimbatore and it is
decided to consider
Airtel, Aircel and etc. cell phone service rendered to the
customers. In
Coimbatore there are various cellular services available.
Sack as Airtel, Aircel
and etc. but the cellular services has been selected to study
the consumer’s
satisfaction in it is the most popular private cellular services.
The main objectives of this study is to analyze the customers
satisfaction
and problems, faced by Airtel, Aircel, etc., cellular services in
Coimbatore city
has been taken for the current research work.
1.8.Statement of problem:
In our country the growth of service marketing especially
mobile phone
industry is still in its infancy stage, as compared to the
industrially advanced
countries. It is for the fact that the economy of our country
has been in the
developing stage. There are various mobile phones services
provider’s in our
country and they are playing an essential role in fulfilling the
needs of the
customers.
Now-a-days, the customers are more dynamic. Their taste,
needs and
preference can the changing as per current scenario. Hence
the development of
cellular industry mainly depends on the customer
satisfaction. However the
following questions may arise regarding customer
satisfaction.
1. Does the cell industry satisfy the social responsibility?
2. What are all expectations by the customer’s regarding
service provided
by the cell phone service provider?
3. Whether the service provided by cell phone industry is
satisfying the
customers?
4. Are the facilities available adequate to satisfy the
customers?
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA

CHAPTER II
REVIEW OF LITERATURE
A brief literature would be of immense help to the researcher
in gaining
insight into selected problem. The researcher would gain
good background
knowledge of the problem by reviewing certain studies. A
reference to these
entire studies will be related in the contest of the shaping
the present study.
Samuval, in his study found that most of the respondents
consider, size,
quality, price, instrument servicing are an important factors
for selecting the
handset of majority of the respondents are satisfied over the
payment system,
quality of services, coverage area, and attending the
complaints.
1. Samuvel, “customer satisfaction for cellular services, a
study with a referacne
to BPL and Aircel mobile phones and services”, an
unpublished M.Phil.,
dissertation, submitted to Bharathiar university, Coimbatore,
December 2002.
Sree Nandhini, in her study shows that 88.3% of the
respondents are cell
phone helps that to deal business matter confidently and
effectively. This study
shows that attitude of the respondents using cell phones was
not influenced by
either education or occupation and income.
2. Sree nandhini, “an investigation of user perception and
altitude to cellular
phone in Coimbatore”, an unpublished submitted to
Bharathiar university,
December, 2001.
P. Adhavan (2003), in his study “existing customer relation”
found that
the dealer’s service regarding Aircel cellular is highly
satisfactory.
Hutchison’s managing director Asim and Ghosh 2005 says in
the article,
“Telecommunication” telecommunication is such a huge
sector and it is so easy
to be reduced by its different ponts, but thankfully we were”
4. Asin Glosh, “telecommunication” business world 27th
January 2003.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA

CHAPTER III
RESEARCH METHODOLOGY
Search of knowledge. A careful investigation or enquiry. A
systematic
effort to gain new knowledge. Those are called an
“Research”
Research is a movement of knowledge from known to
unknown from the
available place to the required place.
According to Clifford wode, “Defining and re-defining
problems
formulating the hypothesis or jusested solutions. Collecting,
organizing and
evaluating data. Making detections and reaching conclusions
to determine
whether fit the formulating the hypothesis”
The Purpose of research to find out solutions to the problem,
which has
not been discovered by anybody.
3.1. Research methods:
Those methods which are used by the researcher during the
course of
studying are research problem are termed on research
methods.
3.2. Research methodology:
The research methodology, not only the research methods
are but also
consider the logic behind the methods. They are in the
contest of our research
studied. And explain why we are using a particular method
or techniques and
we are not using others.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
Descriptive research design:
In includes surveys, and facts finding enquires of different
kinds. The
manor purpose of descriptive research is description of state
of affairs on it
exists at present. The main character of this method is that
the researcher has no
control threw over the variables. He can report what has
happen or what is
happening.
Nature of data:
In this study primary data are used.
Collection of data:
The data were collected from the respondents through the
distribution of
questionnaire.
Area of the study:
This study covers Coimbatore city only.
Sample size:
The sample size of this study is 104.
Tools for analysis:
Along with the usual statistical tools such as tables,
percentages, bar
charts, chi-squire test we sued for analyzing the data and
arriving at the
conclusion.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
Hypothesis of the study;
On the basis of review of previous studies and on the basis
of observation
made during our collection of data, the following null
hypothesis was formed.
There is no significant association between persona variables
such as age,
gender, educational qualifications, monthly income, marital
status, size of the
family and their awareness level of consumers and different
cell phone services
providers.
3.3. Limitations of the study:
Though the detailed investigation is made in the present
study, uit has got the
following limitations.
1. This study is restricted only to the Coimbatore city. So, the
results may
not be applicable to other areas.
2. This study is based on the prevailing customer’s
satisfaction. But the
customer’s satisfaction may change according to time,
fashion,
technology, development, etc.
3. As per the population of the study is huge, the researcher
has taken only
100 sample respondents from each service providers.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA

CHAPTER IV
INTRODUCTION OF INDUSTRY
4.1. EVALUATION OF CELLULAR PHONES
The basis concept of cellular phones began in 1947, when
researchers
looked at crude mobile (car) phones and realized that by
using small cells
(range of service area) with frequency reuse could increase
the traffic capacity
of mobile phones substantially, however, the technology to
do it was
nonexistent.
Anything to do with broadcasting and sending a radio or
television
message out over the airwaves comes under a Federal
Communications
Commission (FCC) regulation that a cellular phone is actually
a type of twoway
radio. In 1947, AT & T proposed that the FCC allocate a large
number of
radio spectrum frequencies so that wide-spread mobile
phone service could
become feasible and AT & T would have a incentive to
research the new
technology. We can partially blame the FCC for the gap
between the concept of
Cellular phone service and it’s availability to the public.
Because of the FCC
decision to limit the cellular phone frequencies in 1947, only
twenty three
cellular phone conversation could occur simultaneously in
the same service area
– not a market incentive for research.
The FCC reconsidered its position in 1968, and stated “if the
technology
to build a better mobile phone service works, we will
increase the cellular phone
frequencies allocation, freeing the airwaves for more mobile
phones.”
AT & T – Bell Labs proposed a cellular phone system to the
FCC of
many small, low-powered broadcast towers, each covering a
‘cell’ a few miles I
radius, collectively covering a larger are. Each tower would
use only a few of
the total frequencies allocated to the cellular phone system,
and as cars moved
across the area their cellular phones cells would be passed
form tower to tower.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
INDIVIDUAL Inventors and Mobile Phone Patents
Dr. martin cooper for Motorola.
US03906166
09 / 16 / 1975
Radio telephone system
Martin Cooper, Richard W. Dronsuth,; Albert J. Mikulski,
Charles N.
Lynk Jr., James J. Mikulsk, John F. Mitchell, Roy A. Richardson,
John
H.Sangster
Related class Patents
Related to cellular phone patents and cordless Phones, 64
patents listed.
By 1977, AT&T Bell Labs constructed and operated a
prototype cellular
phone system. A year later, public trials of the new cellular
phone system were
started in Chicago, IL with over 2000 trial cellular phone
customers.
In 1979, the first commercial cellular phone system began
operation in
Tokyo. In 1981, Motorola and American Radio phone started
a second U.S.
cellular radio-phone system test in the Washington/Baltimore
area. By 1982, the
slow moving FCC finally authorized commercial cellular
phone service for the
USA. A year later, the first American commercial for analog
cellular phone
service or AMPS (Advanced Mobile Phone Service) was
offered in Chicago, IL
by Ameritech.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
Despite the incredible demand, it took cellular phone service
37 years to
become commercially available in the United States.
Consumer demand quickly
outstripped the cellular phone system's 1982 standards, by
1987, cellular phone
subscribers exceeded one million, and the airways were
crowded. Three ways of
improving services existed:
• one - increase cellular phone frequencies allocation
• two - split existing cellular phone cells
• three - improve the cellular phone technology
The FCC did not want to handout any more bandwidth and
building/splitting cells would have been expensive and add
bulk to the cellular
phone network. To stimulate the growth of new cellular
phone technology, the
FCC declared in 1987 that cellular phone licensees may
employ alternative
cellular phone technologies in the 800 MHz band. The
cellular phone industry
began to research new transmission technology as an
alternative.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
4.2. ANALYSIS OF MOBILE COMMUNICATION SPREAD
AND ITS
IMPLICATIONS IN INDIA
History of Cellular Telephony in India
Initially Department of Telecommunications (DoT) was the
only
monopoly operator in the country. Telecommunication sector
was recognized
by the Government of India as one of the few basic
infrastructure sectors for the
country. Under the Government policy of economic
liberalization, privatization
and competition in India, private sectors have been allowed
to enter the public
telecommunication field (where Government was a
monopoly). In 1992
telecommunication sector in India was liberalized to bridge
the gap through
government spending and to provide additional resources for
the nation’s
telecom target. The objective of the reform was making the
telecommunications
within the reach of all, thereby achieving universal service,
covering all villages
and bringing the telecommunication services to the world
standard, while
protecting the defense and security needs of the country.
In 1993 the telecom industry got an annual foreign
investment of Rs 20.6
million. In 1994 license for providing cellular mobile services
was granted by
the Government of India for the Metropolitan cites of Delhi,
Mumbai, Kolkata
and Chennai. Initially Cellular mobile services were duopoly
(i.e. not more than
two cellular mobile operators could be licensed in each
telecom circle), under a
fixed license fee. In 1995, government opened up 19 more
telecom circles and
issued mobile licenses.
To regulate and settle disputes Telecom Regulatory Authority
of India
was set up in 1997 and in 1999 National Telecom Policy was
announced by the
Government of India. In order to speed up the development
of the telecom
sector, all telecom services were opened up for private
sector participation.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
Unrestricted entry is allowed in the basic services, national
and
international long distance service, in global mobile personal
communication by
satellite (GMPCS) service, VSAT and Public Mobile Radio
Trunked Service
(PMRTS). All telecom sectors under DoT was handed over to
new public
Sector Undertaking viz, Bharat Sanchar Nigam Limited
(BSNL) which was
registered under Company’s Act in 1st October 2005.BSNL
covers the entire
country except Delhi and Mumbai Metros which are under
Mahanagar
Telephone Nigam Limited (MTNL).
Major Service providers in India
Two different technologies are deployed by the mobile
operators in India
namely GSM and CDMA.The GSM service providers are
Bharthi, BSNL,
Hutch, IDEA, Aircel, Reliance, Spice, MTNL and BPL, whereas
the CDMA
service providers are TATA, HFCl, Shyam, and Reliance.
Figure 1 shows the
market share of each service provider in India. India’s mobile
market is
dominated by foreign companies for high end telecom
equipments, handsets,
transmission equipments etc., Nokia, Samsung, and Motorola
are the three
important vendors for handsets. Other vendors who have
their share in this
market are L.G, Alcatel, Sony Ericsson, Siemens, National
Panasonic, Philips,
Mitsubishi, and Sagem.
MOBILE SUBSCRIBER STATISTICS
Recently, mobile phone connections in India have crossed
the 100-
million mark, which means over nine in 100 Indians have a
phone. Adding on to
this benevolent and happy information, telecom companies
are anticipating the
number will nearly treble in the next two years. According to
a survey, by 2006,
the cellular networks are expected to cover 3,50,000 (out of
6,07,000) villages,
covering 450 million people.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
Market Share of both mobile and wire line Service Providers
in India
GSM Subscribers
The cumulative All India GSM subscriber base rose to 72.12
million in
April 2006 from 69.19 million in March 2006 which is a
growth of 4.23% for a
month under review. Table I shows the subscribers growth
rate for one month
along with market share of each provider with coverage
CDMA Mobile Subscribers
The total cumulative all India CDMA subscriber base rose by
0.97
million from 23.25 million in March 2006 to 24.22 million
in April 2006,
representing a growth of 4.2% in the month under review. A
summary picture
of the company wise performance is given in Table II.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
4.3. TELECOM IN RURAL INDIA
India has an urban population of about 26.8% and rural
population is
about 73.2%. And there are over 600,000 villages in India.
But a vast section of
the rural sector is still cut off from the benefits of telecom
services.
GSM SUBSCRIBERS GROWTH RATE
Company
No of Subscribers
(in millions)
Percentage
of Market
Share
Service Areas
March 2006 April 2006
Bharthi 19.57 20.68 28.7% 23
BSNL 17.16 17.59 24.4% 21
Hutch 15.36 16.06 22.3% 16
IDEA 7.37 7.64 10.6% 11
Aircel 20.61 2.83 3.9% 7
Reliance 1.90 2.01 2.8% 8
Spice 1.93 1.98 2.7% 2.
MTNL 1.94 2.02 2.8% 2
BPL 1.34 1.31 1.8% 1
Total 69.19 72.12 100%
The rural population of around 700 million is waiting for its
share of
economic growth. Initially the big telephone companies
focused only on urban
centers, which they felt were more profitable. However, this
mindset is
gradually changing with the realization that there is equal, if
not bigger money
in rural areas.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
CDMA SUBSCRIBERS GROWTH RATE
Company
No of Subscribers
(in millions)
Percentage of
Market Share
Service Areas
March 2006 April 2006
Reliance 18.307 18.809 77.65% 20
TATA 4.851 5.323 21.98% 20
HFCl 0.062 0.062 0.26% 1
Shyam 0.027 0.028 0.11% 1
Total 69.19 72.12 100%
It is estimated that a one per cent increase in rural
connectivity can
generate 0.5 per cent economic growth. Thus a well-planned
10 per cent
increase in rural connectivity can propel India into double-
digit growth and
unprecedented prosperity.
4.4. ECONOMIC BENEFITS OF MOBILE SERVICES IN
INDIA
According to a study conducted by the reputed international
agency,
Ovum on “The economic benefits of mobile services in India”
the Indian mobile
industry is a major contributor to the social and economic
growth of the
country, in terms of employment generation, revenues to the
Government, GDP
growth and rural development.
Employment
Because of the mobile industry about 3.6 million jobs could
be
generated directly or indirectly. Ovum has also estimated
that employment
dependent on the industry is expected to rise by at least
30% over the next 12
months.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
Government Revenues
The Government can generate Rs.145 billion per annum
through
License Fees, Spectrum Fees, Import Duties, Taxes, etc. from
Mobile industry.
GDP
The mobile services industry can generate an annual GDP
contribution
of Rs. 313 billion.
Rural Development
Research shows that having access to telecommunications
would
substantially improve the social and economic conditions of
people living in
rural areas by improving access to family, education, health
and financial
services and by enabling the development of non-
agricultural economic
activity. Government has set a target of 20% for rural mobile
coverage by the
end of 2004 and 75% by the end of 2006. Taking the OVUM
findings as the
base, COAI has tried to estimate the benefits from mobile
communications for
the future years. The benefits listed by OVUM are for a subs
base of 48
million in January 2005. Pro-rating the data on a simplistic
estimate at a
mobile subscriber base of 200 million in 2007, the industry
would contribute
10 million jobs and Rs.500 billion annual revenue to the
Government.
4.5. FUTURE OF MOBILE COMMUNICATION IN INDIA
India initially started with GSM technology for mobile
communication.
Being a technology neutral country, India later allowed for
CDMA technology
also. Now 2.75G EDGE technologies has been implemented
and used. BSNL
has got license for bringing 3G into operation. Trials are
being conducted for
3G implementation in the four metropolitan cities of India.
Commercial 3G will
be started by March 2007.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
With the dwindling revenues of the operators from the data
and voice
there is a need to look at newer applications to fuel growth
of the telcos.TV on
Mobile has emerged as a solid and potent answer to this
consumer yearning.
South Korea, China, South Africa, Australia and Europe have
seen this need
and have acted upon the same by implementing TV on
Mobile.
India is around the corner for implementation of similar
technology for
the benefit of consumers, operators, content providers and
Government. It
promises to be a USD 1 billion industry by 2010, if roadmaps
are created and
implemented properly.
4.6. DETAILS ABOUT SERVICE PROVIDERS:
4.6.1. Aircel:
Aircel is now a period part of Maxis, an international
conglomerate and
the leading cellular service provider in Malaysiya with over 7
million
subscribers and a firm commitment to providing seamless
connectivity ans
superior technology to every customer. A recipient of
multiplicity accolades,
maxis has been deemed as the brand of the year 2006 in
Malaysia. Aircel is
rapidly spreading across the state of Tamilnadu with
connectivity in 1000 towns
and 11,000 villages, serving, serving over 50 lakh happy
subscribers. Known
for its superior tariff offering and cutting-edge technology,
aircel has recently
been honoured as the No.1 operator across a metor circles
for customer
satisfaction by Voice and Data magazine’s survey in 2006.
Currently, aircel has
a marked presence in the North and North East circles of the
country including
Rest of West Bengal, Orissa, Sikkim, Manipur, Jammu and
Kashmir, Himachal
Pradesh and Bihar.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
4.6.2. Bharti Airtel:
Telecom giant Bharti Airtel is the flagship company of Bharti
Enterprises. The Bharti Group has a diverse business
portfolio and has created
global brands in the telecommunication sector. Bharti has
recently forayed into
retail business as Bharti Retail Pvt. Ltd. under a MoU with
Wal-Mart for the
cash & carry business. It has successfully launched an
international venture with
EL Rothschild Group to export fresh agri products exclusively
to markets in
Europe and USA and has launched Bharti AXA Life Insurance
Company Ltd
under a joint venture with AXA, world leader in financial
protection and wealth
management.
Airtel comes to you from Bharti Airtel Limited, India’s largest
integrated
and the first private telecom services provider with a
footprint in all the 23
telecom circles. Bharti Airtel since its inception has been at
the forefront of
technology and has steered the course of the telecom sector
in the country with
its world class products and services. The businesses at
Bharti Airtel have been
structured into three individual strategic business units
(SBU’s) - Mobile
Services, Airtel Telemedia Services & Enterprise Services.
The mobile business
provides mobile & fixed wireless services using GSM
technology across 23
telecom circles while the Airtel Telemedia Services business
offers broadband
& telephone services in 94 cities. The Enterprise services
provide end-to-end
telecom solutions to corporate customers and national &
international long
distance services to carriers. All these services are provided
under the Airtel
brand.
4.6.3. BSNL
Bharat Sanchar Nigam Ltd. formed in October, 2000, is
World’s 7th
largest Telecommunications Company providing
comprehensive range of
telecom services in India: Wireline, CDMA mobile, GSM
Mobile, Internet,
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
Broadband, Carrier service, MPLS-VPN, VSAT, VolP services,
IN Services
etc. Within a span of five years it has become one of the
largest public sector
unit in India. BSNL has installed Quality Telecom Network in
the country and
now focusing on improving it, expanding the network,
introducing new telecom
services with ICT applications in villages and wining
customer’s confidence.
Today, it has about 47.3 million line basic telephone
capacity, 4 million WLL
capacity, 20.1 million GSM capacity, more than 37382 fixed
exchanges, 18000
BTS, 287 Satellite Stations, 480196 Rkm of OFC Cable,
63730 Rkm of
Microwave Network connecting 602 Districts, 7330
cities/towns and 5:5 Lakhs
villages.
BSNL is the only service provider, making focused efforts
and planned
initiatives to bridge the Rural-Urban Digital Divide ICT sector.
Infact there is
no telecom operator in the country to beat its reach with its
wide network giving
services in every nook and corner of country and operates
across India except
Delhi and Mumbai. Whether it is inaccessible areas of
Siachen glacier and
North-eastern region of the country. BSNL serves its
customers with its wie
bouquet of telecom services. BSNL is number one operator
of India in all
services in its license area. The company offers vide ranging
and most
transparent tariff schemes designed to suite every customer.
BSNL cellular service, Cellone, has more than 17.8 million
cellular
customers, garnering 24 percent of all mobile users as its
subscribers. That
means that almost every fourth mobile user in the country
has a BSNL
connection. In basic services, BSNL is miles ahead of its
rivals, with 35.1
million basic phone subscribers, that is, 85 percent share of
the subscriber base
and 92 percent share in revenue terms. BSNL has more than
2.5 million WLL
subscribers and 2.4 million internet customers who access
internet through
various modes namely, Dial-Up, Leased Line, DIAS, Account
Less Internet
(CLI). BSNL has been adjudged as the number one ISP in the
country.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
BSNL has set up a world class multi-gigabit, multi-protocol
convergent
IP infrastructure that provides convergent services like voice,
data and video
through the same Backbone and Broadband Access Network.
At present there
are 0.6 million Data One broadband customers. The
company has vast
experience in Planning, Installation, network integrating and
maintenance of
Switching and Transmission Networks and also has a world
class ISO 9000
certified telecom training institute.
Scaling new heights of success, the present turnover of BSNL
is more
than Rs.351,820 million (US $8 billion) with net profit to the
tune of Rs.99,390
million (US $2.26 billion) for last financial year. The
infrastructure asset on
telephone alone is worth about Rs.630,000 million (US
$14.37 billion). BSNL
plans to expand its customer base from present 47 million
lines to 125 million
lines by December 2007 and infrastructure investment plan
to the tune of
Rs.733 crores (US $16.67 million).
4.6.4. RELIANCE
The late Dhirubhai Ambani dreamt of a digital India – an
India where the
common man would have access to affordable means of
information and
communication. Dhirubhai, who single-handedly built India’s
largest private
sector company virtually from scratch, had stated as early as
1999:”Make the
tools of information and communication available to people
at an affordable
cost. They will overcome the handicaps of illiteracy and lack
of mobility”.
It was with this belief in mind that Reliance Communications
(formerly
Reliance Infocomm) started laying 60,000 route kilometers of
a pan-India fiber
optic backbone. This backbone was commissioned on 28
December 2002, the
auspicious occasion of Dhirubhai’s 70th birthday, though
sadly after his
unexpected demise on 6th July 2002.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
Reliance Communications has a reliable, high-capacity,
integrated (both
wireless and wireline) and convergent (voice, data and
video) digital network. It
is capable of delivering a range of services spanning the
entire infocomm (information communication) value chain,
including
infrastructure and services – for enterprises as well as
individuals, applications,
and consulting.
Today, Reliance Communications is revolutionizing the way
India
communicates and networks, truly bringing about a new way
of life.
4.6.5. TATA TELESEVICES
Tata Teleservices is part of the INR Rs.120000 Crore (US$ 29
billion)
Tata Group, that has over 87 companies, over 330,000
employees and more
than 2.8 million shareholders. With a committed investment
of INR 36,000
Crore (US$ 7.5 billion) in Telecom (FY 2006), the group has a
formidable
presence across the telecom value chain.
Starting with the major acquisition of Hughes Tele.com
(India) Limited
[now renamed Tata Teleservices (Maharastra) Limited] in
December 2002 the
company swung into an expansion mode. With the total
investment of
Rs.19,924 crore, Tata Teleservices has created a pan India
presence spread
across 20 circles that includes Andhra Pradesh, Chennai,
Gujarat, Karnataka,
Delhi, Maharastra, Mumbai, Tamil Nadu, Orissa, Bihar,
Rajasthan, Punjab,
Haryana, Himachal Pradesh, Uttar Pradesh (E), Uttar Pradesh
(W), Kerala,
Kolkata, Madhya Pradesh and West Bengal.
Tata Teleservices has a strong workforce of 6000. In addition,
TTSL has
created more than 20,000 jobs, which will include 10,000
indirect jobs through
outsourcing of its manpower needs.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
Today, Tata Teleservices Limited along with Tata Teleservices
(Maharastra) Limited serves over 21 million customers in
over 4000 towns.
With an ambitious rollout plan both within existing circles
and across new
circles, Tata Teleservices offers world-class technology and
user-friendly
services in 20 circles.
4.6.6. TTML ORGANIZATION
Tata Teleservices Maharastra Limited (TTML) spearheads the
Tata
Group’s presence in the Indian telecom sector by being the
premier
telecommunication service provider, licensed, to provide
services in Maharastra
(including Mumbai) and Goa. Formerly Hughes Tele.com
(India) ltd., the
company was renamed to Tata Teleservices Maharashtra Ltd
subsequent to the
acquisition of 70.83% equity shareholding by TATA Group in
December 2002.
The company’s shares are traded on the Bombay Stock
Exchange (BSE) and the
National Stock Exchange (NSE).
Tata communications Ltd. unites the industry and market
expertise
VSNL, VSNL international, Teleglobe, Tata Indicom Enterprise
Business Unit,
VGSL and CIPRIS to become the leading integrated provider
of
telecommunications solutions. The global reach and industry
expertise of Tata
communications drives and delivers a new world of
communications. The
company leverages its Tata Global Network, vertical
intelligence and leadership
immerging markets to deliver value-driven, globally
managed solutions.
4.6.7. Vodafone:
Vodafone, the world’s leading international mobile
communications
company, has fully arrived in India brand will be lunched in
India from 21st
September onwards. The popular and endearing brand,
Hutch, will be
transitioned to Vodafone across India. This marks a
significant chapter in the
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
evolutic brand change over the next few weeks will be
unveiled nationally
through a high profile campaign covering all important
media.
Vodafone, the world’s leading mobile telecommunication
company,
completed the acquisition of Hutchison Essar in May 2007.
Asim Ghosh,
managing director, Vodafone Essar, said “We have had a
great innings as Hutch
in India and today marks a new begin that created Hutch,
but an acceleration
into the future with Vodafone’s global expertise..” the
Vodafone mission is to
be the communications leader in an increasingly connected
world – enriching
customers lives, helping increased by delivering their total
communication
needs.
About Vodafone Essar Limited:
Vodafone Essar in India is a subsidiary of Vodafone Group plc
and
commenced operations in 1994 when its predecessor
Hutchison tele Vodafone
essar now has operations in 16 circles covering 86% of
India’s mobile customer
base, with over 34.1 million customers. Over the year,
Vodafone Essar, under
the hutch brand, has been named the Most Respected
Telecom Company, the
Best Mobile sender effective advertiser of the year. Vodafone
is the world’s
leading international mobile communications company.
It now has operation network with over 200 million
customers
worldwide. Vodafone has partnered with the Essar Group as
its principal joint
venture partner. The Essar Group is a diversified business
corporation with
interests spanning the manufacturing and service sectors
like steel, energy,
construction. The group has an asset base of over Rs.400
billion and employer
over 20,000 people.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
4.7. CONCLUSION
India has one of the world’s largest telecommunication
network.
The telecom story continues to be the best evidence of the
efficacy of the
reforms process. In just six years, the number of mobile
subscribers has gone
from just about one million to 100 million, a subscriber base
that only four other
countries China, the US, Japan and Russia can boast of. None
can doubt the
correlation between this explosive growth in numbers and
the steep decline in
the cost of the mobile phone and of its usage. Effective
tariffs have dropped
from over Rs.14 a minute to Re 1, bringing the phone within
reach of people
even below the middle-class. The Government may have,
therefore, landed
itself a winner in the mobile phone, but the task of taking
telecom to the other
90 per cent of the population will call for even greater
innovation in
policymaking, technology and marketing.
Still three-fourths of the land mass is not illuminated by a
cellular signal
and the price of the instrument is beyond the reach of a
substantial section of the
population let alone the charges for its use. These issues, of
course, can be
resolved by decisive policy action, such as a creative use of
the Universal
Services Obligation fund that now has over Rs.70 billion,
releasing adequate
spectrum to operators in the metros, and a proactive
investment policy that
invites many more equipment manufacturers to set up base
in this country. The
road for India achieving the top most position in
telecommunication is no longer
a dream as India is nearing China in all aspects in few years
India will over
power all countries and achieve its target of top most
position in telecom
industry.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
CHAPTER V
ANALYSIS AND INTERPRETATION
5.1. INTRODUCTION:
This chapter is allocated for analysis and interpretation of
data. The
analysis of consumer satisfaction done by percentage
analysis and chi-square
test
TABLE NO.-1
CONSUMER PREFERENCE TOWARDS CELL PHONE
SERVICE PROVIDERS
S.NO
NAME OF THE
CELL PHONE
SERVICE
PROVIDER
NUMBER OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
1 AIRCEL 23 22.12
2 AIRTEL 53 50.96
3 BSNL 4 3.85
4 RELIANCE 8 7.69
5 TATA INDICOM 3 2.88
6 VODAFONE 12 11.54
7 OTHERS 0 0
TOTAL 104 100
INFERENCE:
Most of the respondents are using Airtel (50.96%) and
22.12% of
respondents are using Aircel. Others are used different cell
phone service
providers.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 2
Consumer’s preference towards cell phone service providers
on the basis of age group
S.N
O
NAME OF
THE CELL
PHONE
SERVICE
PROVIDER
UPTO 20 YEARS 21 - 30 YEARS 31 - 40 YEARS 41 AMD ABOVE TOTAL
NO. OF
RESPONDENT
S
PERCENTAG
E OF
RESPONDENT
S
NO. OF
RESPONDENT
S
PERCENTAG
E OF
RESPONDENT
S
NO. OF
RESPONDENT
S
PERCENTAG
E OF
RESPONDENT
S
NO. OF
RESPONDENT
S
PERCENTAG
E OF
RESPONDENT
S
NO. OF
RESPONDENT
S
PERCENTAGE
OF
RESPONDENT
S
1
AIRCEL
5 20.00 12 18.75 4 80 2 20 23 22.11
2
AIRTEL
15 60.00 33 51.56 1 20 4 40 53 50.96
3
BSNL
1 4.00 2 3.13 0 0 1 10 4 3.84
4
RELIANCE
0 0.00 5 7.81 0 0 3 30 8 7.69
5 TATA
INDICOM
0 0.00 3 4.69 0 0 0 0 3 2.88
6
VODAFONE
4 16.00 9 12.50 0 0 0 0 13 12.50
7
OTHERS
0000000000
TOTAL 25 100 64 100 5 100 10 100 104 100
INFERENCE:
Among respondents upto 20 years of age group, majority
of them (i.e. 60%) are using airtel folllowed by aircel
users(20%).
Consumers in the age group of 21 – 30 years 51% of
respondents are mostly prefer airtel (ie 51%) and 18% of
the respondents are using Aircel.
80% of customers are using Aircel, who are in the age
group of 31 – 40 years.
41 and above – 40% of the respondents are using Airtel
and 30% of respondents are using Reliance.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 3
COMPOSITION OF RESPONDENTS ON THE BASIS OF
MARITAL STATUS
S.NO MARITAL
STATUS
NUMBER OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
1 MARRIED 30 28.85
2 UNMARRIED 74 71.15
TOTAL 104 100
INFERENCE:
The married respondents are using cell phones in 28.85%,
but the unmarried respondents are using cell phones in 71%.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
65
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 4
COMPOSITION OF RESPONDENTS ON THE BASIS OF
EDUCATION QUALIFICATION
S.NO EDUCATIONAL
QUALIFICATION
NUMBER OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
1 UP TO HSC 32 30.77
2 GRADUATION 65 62.50
3 PROFESSIONAL 7 6.73
4 OTHERS 0 0.00
TOTAL 104 100
INFERENCE:
The majority of the respondents 62.50% (graduates) are
using cell phones and 30.77% (upto HSC) respondents are
using cell
phones.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 5
COMPOSITION OF RESPONDENTS ON THE BASIS OF
OCCUPATION
S.NO OCCUPATION NUMBER OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
1 BUSINESS 16 15.38
2 PROFESSIONAL 2 1.92
3 EMPLOYEE 33 31.73
4 HOME MAKER 8 7.69
5 STUDENT 44 42.31
6 OTHERS 1 0.96
TOTAL 104 100
INFERENCE:
The students are using cell phones in 42% and the
employees are sing cell phones in 31.73% only.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 6
COMPOSITION OF RESPONDENTS ON THE BASIS OF
FAMILY
INCOME (PER MONTH)
S.NO FAMILY
INCOME
NUMBER OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
1 LESS THAN
Rs.5,000 32 30.77
2 Rs.5,001 TO
10,000 48 46.15
3 Rs.10,001 TO
15,000 12 11.54
4 ABOVE 15,000 12 11.54
TOTAL 104 100
INFERENCE:
46% of respondents are get monthly income of Rs.5,000 –
Rs.10,000, and 30% of respondents are get monthly income
as less than
Rs.5,000.
70
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 7
TABLE SHOWING VARIOUS FACTORS INDUCING TO
PURCHASE THE CELL PHONES
S.NO INFLUENCING
FACTOR
NUMBER OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
1 FAMILY
MEMBER 42 40.38
2 NEIGHBORS 2 1.92
3 RELATIONS 5 4.81
4 FRIENDS 39 37.50
5 ADVERTISEMENT 4 3.85
6 DEALERS 6 5.77
7 OTHERS 6 5.77
TOTAL 104 100
INFERENCE:
On the basis of purchasing the cell phones 40% of the
respondents are inducing by family members, and 5.77% of
respondents
are only inducing by dealers and others.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 8
COMPOSITION OF RESPONDENTS ON THE BASIS OF
PURPOSE OF PURCHASE OF THE CELL PHONES
S.NO PURPOSE NUMBER OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
1 FOR
BUSINESS 15 14.42
2 FOR
PERSONAL 89 85.58
TOTAL 104 100
INFERENCE:
15% of respondents are using cell phones for their business,
and 89% of respondents are using cell phones for their
personal usage.
74
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO. : 9
Consumer’s preference towards cell phone service provider on the
basis of scheme
INFERENCE: In prepaid, majority of the respondents are
using Airtel (43.26%), 21.15% of the respondents using
Aircel, 1% of the respondents are only using Tata indicom. In
post paid, majority of the respondents 7.70% are using
Airtel,
and 0.97% of respondents are using Reliance and Aircel.
76
s. no Service
providers
Prepaid Post paid Total
No. of
respondents
Percentage
of
Respondents
No. of
respondents
Percentage
of
Respondents
No. of
respondents
Percentage of
Respondents
1. Aircel 22 21.15 1 0.97 23 22.12
2. Airtel 45 43.26 8 7.70 53 50.96
3. BSNL 2 1.92 2 1.92 4 3.85
4. Reliance 7 6.73 1 0.97 8 7.69
5. Tata indicom 1 0.97 2 1.92 3 2.88
6. Vodafone 9 8.65 4 3.85 13 12.50
7. Others 0 0 0 0 0 0
Total 86 18 104 100
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 10
COMPOSITION OF RESPONDENTS ON THE BASIS OF
USEFULNESS OF
CELL PHONES
S.NO USAGE NUMBER OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
1 INCOMING 18 17.31
2 OUTGOING 2 1.92
3 BOTH 78 75.00
4 SMS 6 5.77
TOTAL 104 100
INFERENCE:
75% of the respondents are using cell phones for incoming
and
outgoing, but 5.77% of respondents are only using cell
phones for SMS.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 11
TABLE SHOWING THE NUMBER OF RESPONDENTS ON THE
BASIS OF AWARENESS OF VARIOUS SERVICES
PROVIDED BY THE SERVICE PROVIDERS
S.NO VARIOUS
SERVICES
AWARE NEUTRAL UNAWARE TOTAL
NO. OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
NO. OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
NO. OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
NO. OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
1
SCHEME OF
INITIAL
PURCHASE
63 60.58 35 33.65 6 5.77 104 100
2
BALANCE
OF TALK
CHARGES
67 64.42 26 25.00 11 10.58 104 100
3 PERIODICAL
OFFERS 60 57.69 28 26.92 16 15.38 104 100
4
CALL
WAITING
AND CALL
DIVERTING
OPTION
61 58.65 25 24.04 18 17.31 104 100
5 MODES OF
PAYMENT 64 61.54 19 18.27 21 20.19 104 100
INFERENCE:
64% of respondents are awared about their talk charges,
57% of respondents are only awared about various period
offers.
33% of respondents are less aware about their schemes and
18% of respondents are also less aware about their modes of
payments. 20% of respondents are unawared about their
modes of payment and 5.7% of respondents only unawared
about their
schemes.
80
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
81
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 12
INFLUENCING FACTORS TO PURCHASE THE CELL PHONE
(ANOTHER VIEW)
S.NO FACTORS
NUMBER OF
RESPONDENT
S
PERCENTAGE
OF
RESPONDENT
S
1 DEPOSIT AMOUNT 13 12.50
2 BRAND IMAGE 48 46.15
3 AVAILABILITY 11 10.58
4 CREDIT FACILITY FOR
CONNECTION 8 7.69
5 CUSTOMER CARE
SERVICE 17 16.35
6 SERVICE CHARGES 7 6.73
TOTAL 104 100
INFERENCE:
48.15% of respondents are purchasing the particular service
by its brand
image, and 16.35% of respondents are choosing the
particular service provider
by their customer care service.
82
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
83
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 13
CONSUMER’S SATISFACTION LEVEL ON THE BASIS OF PRICE OF
THE CELL PHONE PROVIDERS
S.NO
NAME OF
THE CELL
PHONE
SERVICE
PROVIDER
HIGHLY SATISFACTORY SATISFACTORY NON-SATISFACTORY TOTAL
NO. OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
NO. OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
NO. OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
NO. OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
1 AIRCEL 4 15.38 15 21.42 4 50.00
23 22.12
2 AIRTEL 18 69.23 35 50.00 0 0.00
53 50.96
3 BSNL 0 0.00 3 4.29 1 12.50
4 3.85
4 RELIANCE 0 0.00 7 10.00 1 12.50
8 7.69
5
TATA
INDICOM 0 0.00 3 4.29 0 0.00
3 2.88
6 VODAFONE 4 15.38 7 10.00 2 25.00
13 12.50
7 OTHERS 0 0.00 0 0.00 0 0.00
0 0
TOTAL 26 100 70 100 8 100 104 100
INFERENCE:
69% of the resondnets are highly satisfied for the price of
Airtel service provider and 15 % of respondents are only
highly
satisfied for the price of Aircel and Vodafone. 50% of the
respondents are satisfied (average) for the price of the Airtel,
and 4%
of the respondents are satisfied (average) for the price of
BSNL and Tata indicom. 50% of respondents are dissatisfied
for the
price of the Aircel, and no percentage of respondents for the
price of Airtel and Tata indicom.
84
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
85
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 14
CONSUMER’S SATISFACTION LEVEL ON THE BASIS OF PERFORMANCE OF SERVICE PROVIDER
INFERENCE:
63% of respondents are highly satisfied for the performance
of Airtel service Provider, and 3.33% of respondents are only
highly satisfied for the performance of Tata indicom. 51.66%
of respondents are satisfied (average) for the performance of
Airtel service provider and 1.67 % of respondents only
satisfied (average) for the Tata indicom service. No% of
respondents are
dissatisfied in BSNL service.
86
S.N
O
NAME
OF THE
CELL
PHONE
SERVIC
E
PROVID
ER
HIGHLY SATISFACTORY SATISFACTORY NON-SATISFACTORY TOTAL
NO. OF
RESPONDEN
TS
PERCENTA
GE OF
RESPONDEN
TS
NO. OF
RESPONDEN
TS
PERCENT
AGE OF
RESPOND
ENTS
NO. OF
RESPONDENT
S
PERCENTA
GE OF
RESPONDEN
TS
NO. OF
RESPONDEN
TS
PERCENTA
GE OF
RESPONDEN
TS
1 AIRCEL 5 16.67 16 26.67 2 20.00
23 22.12
2 AIRTEL 19 63.33 31 51.66 3 30.00
53 50.96
3 BSNL 0 0.00 4 0.00 0 0.00
4 3.85
4
RELIANC
E 0 0.00 5 8.33 3 30.00
8 7.69
5
TATA
INDICOM 1 3.33 1 1.67 1 10.00
3 2.88
6
VODAFO
NE 5 16.67 7 11.67 1 10.00
13 12.50
7 OTHERS 0 0.00 0 0 0 0.00
00
TOTAL 30 100 64 100 10 100 104 100
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
87
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 15
CONSUMER’S SATISFACTION LEVEL ON THE BASIS OF AFTER SALES
SERVICE OF THE SERVICE PROVIDER
NAME OF THE
CELL PHONE
SERVICE
PROVIDER
HIGHLY SATISFACTORY SATISFACTORY NON-SATISFACTORY TOTAL
NO. OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
NO. OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
NO. OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
NO. OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
AIRCEL 6 14.28 14 31.11 3 17.65
23 22.12
AIRTEL 26 61.90 20 44.44 7 41.18
53 50.96
BSNL 1 2.38 2 4.44 1 5.88
4 3.85
RELIANCE 0 0.00 7 15.55 1 5.88
8 7.69
TATA INDICOM 1 2.38 0 0.00 2 11.76
3 2.88
VODAFONE 8 19.04 2 4.44 3 17.65
13 12.50
OTHERS 0 0 0 0.00 0 0.00
00
TOTAL 42 100 45 100 17 100 104 100
INFERENCE:
Majority of the respondents (61.90%) are highly satisfied
about after sales service and Airtel and no% of respondents
are highly satisfied about the after sales service of Reliance.
44.44% and 31.11% of respondents are satisfied (average)
about after sales service of Airtel and Aircel. 41% of
respondents are dissatisfied about after sales service of
Airtel
and 5.8% of respondents are only dissatisfied about the after
sales service of BSNL and Reliance.
88
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
89
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 16
CONSUMER’S SATISFACTION LEVEL ON THE BASIS OF SCHEMES AT THE TIME
OF PURCHASING THE PARTICULAR CELL PHONE SERVICE
PROVIDER
S.N
O
NAME OF
THE CELL
PHONE
SERVICE
PROVIDER
HIGHLY SATISFACTORY SATISFACTORY NON-SATISFACTORY TOTAL
NO. OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
NO. OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
NO. OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
NO. OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
1 AIRCEL 8
26.64 13 20.63 2 18.18 23 22.12
2 AIRTEL 16
53.33 33 52.38 4 36.36 53 50.96
3 BSNL 0
0.00 4 6.35 0 0.00 4 3.85
4 RELIANCE 1
3.33 3 4.76 4 36.36 8 7.69
5
TATA
INDICOM 0
0.00 2 3.17 1 9.09 3 2.88
6 VODAFONE 4
16.67 8 12.70 0 0.00 13 12.50
7 OTHERS 0
0.00 0 0.00 0 0.00 0 0
TOTAL 30 100 63 100 11 100 104 100
INFERENCE:
53.33% of respondents are highly satisfied about the
schemes at the time of purchasing the Airtel and no% of
respondents are
highly satisfied about the schemes at the time of purchasing
the BSNL and Tata indicom. 52.38% of the respondents are
satisfied
(average) about the schemes of the time of purchasing
Airtel. And 3% of the respondents are only satisfied
(average) about the
schemes at the time of purchasing Tata indicom. No% of
respondents are dissatisfied about the schemes at the time
of purchasing
of BSNL and Vodafone and 36% of respondents are
dissatisfied at the time of purchasing the Airtel.
90
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
91
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 17
CONSUMER’S SATISFACTION LEVEL THE BASIS OF PERIODICAL OFFERS
PROVIDED BY THE SERVICE PROVIDERS
S.N
O
NAME OF
THE CELL
PHONE
SERVICE
PROVIDER
HIGHLY SATISFACTORY SATISFACTORY NON-SATISFACTORY TOTAL
NO. OF
RESPONDENT
S
PERCENTAGE
OF
RESPONDENT
S
NO. OF
RESPONDENT
S
PERCENTAGE
OF
RESPONDENT
S
NO. OF
RESPONDENT
S
PERCENTAGE
OF
RESPONDENT
S
NO. OF
RESPONDENT
S
PERCENTAGE
OF
RESPONDENTS
1 AIRCEL
7 25.00 12 26.67 4 12.90 23 22.12
2 AIRTEL
14 50.00 25 55.56 14 45.16 53 50.96
3 BSNL
3 10.71 0 0.00 1 3.23 4 3.85
4 RELIANCE
2 7.14 3 6.67 3 9.68 8 7.69
5
TATA
INDICOM
0 0.00 1 2.22 2 6.45 3 2.88
6
VODAFON
E
3 10.34 3 6.67 7 22.58 13 12.50
7 OTHERS
0 0.00 0 0.00 0 0.00 0 0
TOTAL 29 100 44 100 31 100 104 100
INFERENCE:
On the basis of periodical offers 50% of Airtel respondents
are highly satisfied, and no percentage of respondents are
highly satisfied in Tata indicom. 55% of the respondents are
satisfied (average) of the Airtel’s periodical offers. 45% of
the
respondents are dissatisfied of the Airtel’s periodical offers
and 3% of respondents are only dissatisfied about the BSNL’s
periodical offers.
92
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
93
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 18
CONSUMER’S SATISFACTION LEVEL ON THE BASIS OF OUTGOING CALL
CHARGES OF SERVICE PROVIDERS
S.N
O
NAME OF
THE CELL
PHONE
SERVICE
PROVIDE
R
HIGHLY SATISFACTORY SATISFACTORY NON-SATISFACTORY
TOTAL
NO. OF
RESPONDENT
S
PERCENTAG
E OF
RESPONDENT
S
NO. OF
RESPONDENT
S
PERCENTAG
E OF
RESPONDENT
S
NO. OF
RESPONDENT
S
PERCENTAG
E OF
RESPONDENT
S
NO. OF
RESPONDENT
S
PERCENTAGE
OF
RESPONDENT
S
1 AIRCEL 8
25.81 9 20.00 6 21.43 23 22.12
2 AIRTEL 15
48.39 27 60.00 11 39.29 53 50.96
3 BSNL 1
3.23 1 2.22 2 7.14 4 3.85
4 RELIANCE 2
6.45 2 4.44 4 14.29 8 7.69
5
TATA
INDICOM 0
0.00 1 2.22 2 7.14 3 2.88
6
VODAFON
E5
16.12 5 11.11 3 10.71 13 12.50
7 OTHERS 0
0.00 0 0.00 0 0.00 0 0
TOTAL 31 100 45 100 28 100 104 100
INFERENCE:
On the basis of outging call charges, 48% of Airtel
respondents are highly satisfied and no% of respondents are
satisfied for the outgoing call charges and Tata indicom. 60%
of respondents are satisfied (average) about the
outgoing call charges of airtel and 2% of respondents only
satisfied (average) in BSNL and Tata indicom’s outgoing
call charges. 39.2% of respondents are dissatisfied about the
outgoing call charges of Airtel, 7% of the
respondents are only dissatisfied about the outgoing call
charges of BSNL and Tata indicom.
94
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
68
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 18
CONSUMER’S ATTITUDE TOWARDS THE
IMPORTANCE OF CELL PHONES
S.NO NATURE NUMBER OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
1 NECESSITY 67 64.42
2 STATUS 16 15.38
3 LUXURY 9 8.65
4 COMPULSION 12 11.54
TOTAL 104 100
INFERENCE:
67% of the respondents are states that cell phones are
necessity, and 9% of respondents are only states that cell
phones are
luxury.
69
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
70
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA

CALCULATION OF SATISFACTORY SCORES


The Respondents were asked to state their level of
Satisfaction relating to some factors. Based on their
responses the
satisfaction score obtained by each respondent was found
out. Points or
scores were allocated based on the response. For each of the
factor three
levels of satisfaction were assigned namely high, medium
and low. For
high satisfied three points were given, for satisfied two and
for not
satisfied one point was given. The total scores secured by
each
respondent was thus arrived at. All the hundred respondents
were
classified based on their level of satisfaction. Those who
have obtained
up to 20 points were classified under low satisfaction
category,
Respondents with 21 – 30 points were classified under
medium
satisfaction category and those with more than 30 points
were classified
under high satisfaction category.
NUMBER OF RESPONDENTS AND LEVEL OF
SATISFACTION
LEVEL OF
SATISFACTION
NO. OF
RESPONDENTS
HIGH SATISFACTION 33
MEDIUM SATISFACTION 50
LOW SATISFACTION 17
TOTAL 100
71
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
CHI-SQUARE TEST
Chi-square test is one of the simplest and most widely used
nonparametric
tests in statistical work. This test was first used by Karl
Pearson in the year 1900. The quantity describes the
magnitude of the
discrepancy between theory and observation.
It is a method to test the relationship between the
theoretical (hypothesis) & the observed value.
Chi – square test (X2) = Σ (O – E)2 / E
Degrees Of Freedom = V = (R – 1) (C -1)
Were,
‘O’ = Observed Frequency
‘E’ = Expected Frequency
‘R’ = Number of Rows
‘C’ = Number of Columns
For all the chi-square test the table value has taken @
5% level
of significance.
72
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO. 5.1
CHI-SQUARE ANALYSIS ON THE RELATIONSHIP
BETWEEN
AGE AND SATISFACTION WITH REGARDING THE CELL
PHONE SERVICE PROVIDER
AGE
LEVEL OF SATISFACTION
TOTAL
HIGH MODERATE LOW
UPTO 20 2 22 1 25
21 - 30 15 36 13 64
31 - 40 0 5 0 5
ABOVE 40 1 6 3 10
TOTAL 18 69 17 104
HO: There is no significant relationship between age and
level of
satisfaction.
H1
: There is significant relationship between age and level

of
satisfaction
O E O-E (O-E)2 (O-E)2/E
2 4.50 -2.50 6.25 1.39
15 11.52 3.48 12.11 1.05
0 0.90 -0.90 0.81 0.90
1 1.80 -0.80 0.64 0.36
22 17.25 4.75 22.56 1.31
36 44.16 -8.16 66.59 1.51
5 3.45 1.55 2.40 0.70
6 6.90 -0.90 0.81 0.12
1 4.25 -3.25 10.56 2.49
13 10.88 2.12 4.49 0.41
0 0.85 -0.85 0.72 0.85
3 1.70 1.30 1.69 0.99
TOTAL 11.07
73
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
X2 = Σ (O-E)2 / E = 11.07
Number of degree of freedom:
ndf = (row-1) (column –1)
(3) (2)
=6
Table value of x2 at 5% level of significant = 12.59
Conclusion:
HO is accepted since the calculated value of x2 (11.07)
less
than the table value of x2 (12.59) hence there is no
significant
relationship between level of satisfaction and age.
74
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO. 5.2
CHI-SQUARE ANALYSIS ON THE RELATIONSHIP
BETWEEN
GENDER AND SATISFACTION WITH REGARDING THE
CELL
PHONE SERVICE PROVIDER
GENDER
LEVEL OF SATISFACTION
TOTAL
HIGH MODERATE LOW
MALE 11 42 13 66
FEMALE 7 27 4 38
TOTAL 18 69 17 104
HO: There is no significant relationship between gender
and level
of
satisfaction.
H1
: There is significant relationship between gender and

level of
satisfaction
O E O-E (O-E)2 (O-E)2/E
11 11.88 -0.88 0.77 0.07
7 6.84 0.16 0.03 0.00
42 45.54 -3.54 12.53 0.28
27 26.22 0.78 0.61 0.02
13 11.22 1.78 3.17 0.28
4 6.46 -2.46 6.05 0.94
TOTAL 1.59
75
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
X2 = Σ (O-E)2 / E = 1.59
Number of degree of freedom:
ndf = (row-1) (column –1)
(1) (2)
=2
Table value of x2 at 5% level of significant = 5.99
Conclusion:
HO is accepted since the calculated value of x2 (1.59)
less than
the table value of x2 (5.99) hence there is no significant
relationship
between level of satisfaction and gender.
76
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO. 5.3
CHI-SQUARE ANALYSIS ON THE RELATIONSHIP
BETWEEN
MARITAL STATUS AND SATISFACTION WITH
REGARDING
THE CELL PHONE SERVICE PROVIDER
MARITAL
STATUS
LEVEL OF SATISFACTION
TOTAL
HIGH MODERATE LOW
MARRIED 7 17 6 30
UNMARRIED 11 52 11 74
TOTAL 18 69 17 104
HO: There is no significant relationship between marital
status and
level of satisfaction.
H1
: There is significant relationship between marital status

and
level
of satisfaction
O E O-E (O-E)2 (O-E)2/E
7 5.40 1.60 2.56 0.47
11 13.32 -2.32 5.38 0.40
17 20.70 -3.70 13.69 0.66
52 51.06 0.94 0.88 0.02
6 5.10 0.90 0.81 0.16
11 12.58 -1.58 2.50 0.20
TOTAL 1.91
77
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
X2 = Σ (O-E)2 / E = 1.91
Number of degree of freedom:
ndf = (row-1) (column –1)
(1) (2)
=2
Table value of x2 at 5% level of significant = 5.99
Conclusion:
HO is accepted since the calculated value of x2 (1.91)
less than
the table value of x2 (5.99) hence there is no significant
relationship
between level of satisfaction and marital status.
78
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO. 5.4
CHI-SQUARE ANALYSIS ON THE RELATIONSHIP
BETWEEN
EDUCATIONAL QUALIFICATION AND SATISFACTION
WITH
REGARDING THE CELL PHONE SERVICE PROVIDER
EDUCATIONAL
QUALIFICATION
LEVEL OF SATISFACTION
HIGH MODERATE LOW TOTAL
UP TO HSC 6 4 18 28
GRADUATE 9 6 36 51
PROFESSIONAL 2 1 8 11
OTHERS 1 6 7 14
TOTAL 18 17 69 104
HO: There is no significant relationship between
educational
qualification and level of satisfaction.
H1
: There is significant relationship between educational

qualification and level of satisfaction


O E O-E (O-E)2 (O-E)2/E
6 5.04 0.96 0.92 0.18
9 9.18 -0.18 0.03 0.00
2 1.98 0.02 0.00 0.00
1 2.52 -1.52 2.31 0.92
4 4.76 -0.76 0.58 0.12
6 8.67 -2.67 7.13 0.82
1 1.87 -0.87 0.76 0.40
6 2.38 3.62 13.10 5.51
18 19.32 -1.32 1.74 0.09
36 35.19 0.81 0.66 0.02
8 7.59 0.41 0.17 0.02
7 9.66 -2.66 7.08 0.73
TOTAL 8.09
79
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
X2 = Σ (O-E)2 / E = 8.09
Number of degree of freedom:
ndf = (row-1) (column –1)
(3) (2)
=6
Table value of x2 at 5% level of significant = 12.59
Conclusion:
HO is accepted since the calculated value of x2 (8.09)
less than
the table value of x2 (12.59) hence there is no
significant relationship
between level of satisfaction and educational
qualification.
80
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO. 5.5
CHI-SQUARE ANALYSIS ON THE RELATIONSHIP
BETWEEN
OCCUPATION AND SATISFACTION WITH REGARDING
THE
CELL PHONE SERVICE PROVIDER
OCCUPATION LEVEL OF SATISFACTION HIGH MODERATE
LOW TOTAL
BUSINESS 3 9 4 16
PROFESSIONAL 0 2 0 2
EMPLOYEE 5 20 8 33
HOME MAKER 2 5 1 8
STUDENT 8 32 4 44
OTHERS 0 1 0 1
TOTAL 18 69 17 104
HO: There is no significant relationship between
occupation
and level of satisfaction.
H1
: There is significant relationship between occupation

and level of satisfaction


O E O-E (O-E)2 (O-E)2/E
3 2.88 0.12 0.01 0.01
0 0.36 -0.36 0.13 0.36
5 5.94 -0.94 0.88 0.15
2 1.44 0.56 0.31 0.22
8 7.92 0.08 0.01 0.00
9 11.04 -2.04 4.16 0.38
2 1.38 0.62 0.38 0.28
20 22.77 -2.77 7.67 0.34
5 5.52 -0.52 0.27 0.05
32 30.36 1.64 2.69 0.09
4 2.72 1.28 1.64 0.60
0 0.34 -0.34 0.12 0.34
8 5.61 2.39 5.71 1.02
1 1.36 -0.36 0.13 0.10
4 7.48 -3.48 12.11 1.62
TOTAL 3.82
X2 = Σ (O-E)2 / E = 3.82
81
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
Number of degree of freedom:
ndf = (row-1) (column –1)
(5) (2)
= 10
Table value of x2 at 5% level of significant = 18.30
Conclusion:
HO is accepted since the calculated value of x2 (3.82)
less than
the table value of x2 (18.30) hence there is no
significant relationship
between level of satisfaction and occupation.
82
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO. 5.6
CHI-SQUARE ANALYSIS ON THE RELATIONSHIP
BETWEEN
MONTHLY INCOME AND SATISFACTION WITH
REGARDING
THE CELL PHONE SERVICE PROVIDER
MONTHLY INCOME LEVEL OF SATISFACTION HIGH
MODERATE LOW TOTAL
LESS THAN Rs.5000 4 27 1 32
Rs.5001 TO 10000 12 27 9 48
Rs.10001 TO 15000 1 10 1 12
ABOVE 15000 1 5 6 12
TOTAL 18 69 17 104
HO: There is no significant relationship between monthly
income
and level of satisfaction.
H1
: There is significant relationship between monthly

income
and level of satisfaction
O E O-E (O-E)2 (O-E)2/E
4 5.76 -1.76 3.10 0.54
12 8.64 3.36 11.29 1.31
1 2.16 -1.16 1.35 0.62
1 2.16 -1.16 1.35 0.62
27 22.08 4.92 24.21 1.10
27 33.12 -6.12 37.45 1.13
10 8.28 1.72 2.96 0.36
5 8.28 -3.28 10.76 1.30
1 5.44 -4.44 19.71 3.62
9 8.16 0.84 0.71 0.09
1 2.04 -1.04 1.08 0.53
6 2.04 3.96 15.68 7.69
TOTAL 11.21
X2 = Σ (O-E)2 / E = 11.21
83
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
Number of degree of freedom:
ndf = (row-1) (column –1)
(3) (2)
=6
Table value of x2 at 5% level of significant = 12.59
Conclusion:
HO is accepted since the calculated value of x2 (11.21)
less
than the table value of x2 (12.59) hence there is no
significant
relationship between level of satisfaction and monthly
income.
84
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO. 5.7
CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN SERVICE PROVIDERS AND
SATISFACTION
SERVICE
PROVIDERS
LEVEL OF SATISFACTION HIGH MODERATE LOW TOTAL
AIRCEL 3 18 2 23
AIRTEL 12 36 5 53
BSNL 0 3 1 4
RELIANCE 0 4 4 8
TATA INDICOM 0 1 2 3
VODAFONE 3 6 3 12
OTHERS 0 1 0 1
TOTAL 18 69 17 104
HO: There is no significant relationship between service
providers
and level of satisfaction.
H1
: There is significant relationship between service

providers
and level of satisfaction
O E O-E (O-E)2 (O-E)2/E
3 4.14 -1.14 1.30 0.31
12 9.54 2.46 6.05 0.63
0 0.72 -0.72 0.52 0.72
0 1.44 -1.44 2.07 1.44
0 0.54 -0.54 0.29 0.54
3 2.16 0.84 0.71 0.33
0 0.18 -0.18 0.03 0.00
18 15.87 2.13 4.54 0.29
36 36.57 -0.57 0.32 0.01
3 2.76 0.24 0.06 0.02
4 5.52 -1.52 2.31 0.42
1 2.07 -1.07 1.14 0.55
6 8.28 -2.28 5.20 0.63
1 0.69 0.31 0.10 0.00
2 3.91 -1.91 3.65 0.93
5 9.01 -4.01 16.08 1.78
1 0.68 0.32 0.10 0.15
4 1.36 2.64 6.97 5.12
2 0.51 1.49 2.22 4.35
3 2.04 0.96 0.92 0.45
0 0.17 -0.17 0.03 0.00
TOTAL 8.76
X2 = Σ (O-E)2 / E = 8.76
85
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
Number of degree of freedom:
ndf = (row-1) (column –1)
(6) (2)
= 12
Table value of x2 at 5% level of significant = 21.06
Conclusion:
HO is accepted since the calculated value of x2 (8.76)
less than
the table value of x2 (21.06) hence there is no
significant relationship
between level of satisfaction and service provider.
86
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO. 5.8
CHI-SQUARE ANALYSIS ON THE RELATIONSHIP
BETWEEN
USE OF CELL PHONE AND SATISFACTION
PURPOSE
LEVEL OF SATISFACTION
TOTAL
HIGH MODERATE LOW
BUSINESS 3 7 5 15
PERSONAL 15 62 12 89
TOTAL 18 69 17 104
HO: There is no significant relationship between use of
cell phone
and level of satisfaction.
H1
: There is significant relationship between use of cell

phone
and level of satisfaction
O E O-E (O-E)2 (O-E)2/E
3 2.70 0.30 0.09 0.03
15 16.02 -1.02 1.04 0.06
7 10.35 -3.35 11.22 1.08
62 61.41 0.59 0.35 0.01
5 2.55 2.45 6.00 2.35
12 15.13 -3.13 9.80 0.65
TOTAL 4.19
87
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
X2 = Σ (O-E)2 / E = 4.19
Number of degree of freedom:
ndf = (row-1) (column –1)
(1) (2)
=2
Table value of x2 at 5% level of significant = 5.99
Conclusion:
HO is accepted since the calculated value of x2 (4.19)
less than
the table value of x2 (5.99) hence there is no significant
relationship
between level of satisfaction and use of cell phone.
88
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO. 5.9
CHI-SQUARE ANALYSIS ON THE RELATIONSHIP
BETWEEN
USE OF CELL PHONE AND SATISFACTION
TYPE OF
CONNECTION
LEVEL OF SATISFACTION
TOTAL
HIGH MODERATE LOW
POST PAID 4 14 8 26
PREPAID 14 55 9 78
TOTAL 18 69 17 104
HO: There is no significant relationship between type of
connection
and level of satisfaction.
H1
: There is significant relationship between type of

connection
and level of satisfaction
O E O-E (O-E)2 (O-E)2/E
4 4.68 -0.68 0.46 0.10
14 14.04 -0.04 0.00 0.00
14 17.94 -3.94 15.52 0.87
55 53.82 1.18 1.39 0.03
8 4.42 3.58 12.82 2.90
9 13.26 -4.26 18.15 1.37
TOTAL 5.26
89
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
X2 = Σ (O-E)2 / E = 5.26
Number of degree of freedom:
ndf = (row-1) (column –1)
(1) (2)
=2
Table value of x2 at 5% level of significant = 5.99
Conclusion:
HO is accepted since the calculated value of x2 (5.26)
less than
the table value of x2 (5.99) hence there is no significant
relationship
between level of satisfaction and type of connection.
90
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA

CHAPTER VI
FINDINGS, SUGGESTIONS AND
CONCLUSION
INTRODUCTION:
This chapter is allocated to express the findings and
conclusions in this study. Statistical tools are applied to
analyze the
data. It includes the result of each and every tables,
charts and tests.
FINDINGS FROM PERCENTAGE ANALYSIS:
→On the basis of consumer preference, majority of the
peoples
are preferred Airtel.
→On the basis of age group, most of the respondents
(60%), are
using Airtel, who are in the category of upto 20 years.
→On the basis of marital status mostly unmarried
respondents
are using cell phones than married respondents.
→On the basis of educational qualification, most of the
graduates
are using cell phones.
→On the basis of occupation, the students are only used
cell
phones in more level.
→On the basis of family income, 30% of the respondents
are
using cell phones, who are all get family income of less
than
Rs.5,000.
→Majority of the peoples are buy the cell phones by
influencing
their family members.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
→3.8% of respondents are only influenced by
advertisements.
→Majority of the peoples are using cell phones for
personal
usage.
→Majority of the peoples are using prepaid scheme.
→Majority of the peoples are using cell phones for both
incoming and outgoing.
→Less than 20% of the peoples are only less awarred
about
services provided by the services provider.
→Majority of the peoples are seeking brand image, for
their
service provider.
→Majority of the respondents are highly satisfied about
the price
of Airtel.
→No peoples are highly satisfied about the price of
BSNL,
Reliance, Tata indicom.
→No peoples are dissatisfied about the price of the
Airtel.
→On the basis of performance, no peoples are highly
satisfied in
BSNL, Reliance.
→No peoples are dissatisfied about the performance of
BSNL
service provider.
→On the basis of after sales service, the majority of the
respondents are highly satisfied in Airtel.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA

→No peoples are highly satisfied about the after sales


service of
BSNL.
→Minority (5%) people are only dissatisfied about the
after sales
services of BSNL and Reliance.
→On the basis of schemes at the time of the service,
55% of
peoples are highly satisfied.
→On the basis of periodical offers, majority of the
peoples
highly satisfied in Airtel.
→On the basis of outgoing call charges, majority of
people are
highly satisfied in Airtel.
→No people are highly satisfied about the outgoing call
charges
of Tata indicome.
→ On the basis of consumer’s attitude, majority of the
people are
states that cell phones are necessity to all.
→8% of the respondents are only states that cell phones
are
luxury.
FINDING FROM CHI-SQUARE TEST:
Chi-square test reveals that there is no significant
relationship
between satisfaction level and age.
Chi-square test shows that there is no significant
relationship
between satisfaction level and gender.
93
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
Chi-square test indicates that there is no significant
relationship between the marital status and level of
satisfaction.
Chi-square test showing that there is no significant
relationship
between education and level of satisfaction.
Chi-square test reveals that there is no significant
relationship
between occupation and level of satisfaction.
Chi-square test shows that there is no significant
relationship
between monthly income and level of satisfaction.
Chi-square test indicate that there is no significant
relationship between service provider and satisfaction
level.
Chi-square test shows that there is no significant
relationship
between the type of connection and level of satisfaction.
SUGGESTIONS:
æBSNL, Tata indicom should try to expand their
customer’s
network.
æReliance, and Tata indicom should try to attract the
young
peoples. (upto 20 years)
æAirtel should try to attract old peoples also.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
æAll the service providers are made good
advertisements for
their service. Because, advertisements are take little
part for
influencing the consumers.
æAll the service providers are try to increase post paid
users.
æ75% of the peoples are unaware about the various
services
rendered by their service provider. So the service
providers try
to make awareness of their customers services to their
customers.
æBSNL, Reliance, Tata indicom should attract the
customers by
reducing their price.
æBSNL, Reliance customers are highly dissatisfied about
the
performance of the service provider. So they should try
to add
some advanced features towards their services.
æAircel should try to increase their after sales services.
æAirtel should decreased their dissatisfied customers by
providing good after sales services.
æTata indicom should give periodical offers to their
customers.
æTata indicome should decrease their outgoing call
charges.
95
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
CONCLUSION:
This is an information era significance of information
cannot
be over emphasized. This study attempts to find out the
satisfaction
of consumer regarding cell phone service providers.
This decade, most of the peoples using cell phones. So,
service
providers are increasing in more level. So service
provider are
should over come another one’s competition. So, it leads
to adding
new features, schemes, periodical offers to their service.
So, the
consumers get maximum benefit from their service
provider.
Now-a-days, cell phones are very necessity to all.
Because, it
is give safety to the men and women also. And no
person are feel
cell phones are luxury one. So most of the persons are
also should
preferred these cell phones to their children.
96
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA

BIBLIOGRAPHY
BOOKS:
MARKETING MANAGEMENT - V.S. Ramaswamy,
S.Namakumari
RESEARCH METHODOLOGY - C.R.Kothari
OPERATION RESEARCH - Vittal
INTERNET SOURCE:
www.mrvfonv.com
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
“A STUDY OF CONSUMER’S PREFERENCE AND
SATISFACTION
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES”
QUESTIONNAIRE
1. Name :
2. Sex : a. Male b. Female
3. Age : a. Up to 20 yrs b.21-30 yrs
4. Marital Status : a. Married b. Unmarried
5. Educational Qualification
a.Up to Hs b. Graduation c. Professional
d. Others _____________________________________(Pls Specify)
6. Occupation :
a. Business b. Professional c. Employee
d. Home maker e. Student f. Others
7. Family income (P/m) :
a. Less than Rs.5, 000/- b. Rs. 5,000/- to 10,000/-
c. Rs. 10,000/- to 15,000/- d. Above Rs. 15, 000/-
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
8. Which cell phone (Service Provider) do you possess ?
a. Aircel b. Airtel c. BSNL d. Reliance
e. TATA Indicom f. Vodafone g. Others
9. Who influenced you to by the particular cell phone service
provider ?
a. Family Member b. Neighbours
c. Relations d. Friends e. Advertisement
f. Dealers g. Others
10. Why do you buy the cell phones ?
a. For business b. For personal
11. Which type of scheme is most preferable by you ?
a. Period b. Postpaid
12. If you have postpaid / prepaid connection mention
scheme Name &
Monthly rental charges ?
______________________________________________________
13. Are you used Cell Phone (Service Provider) mainly for
a. Incoming b. Outgoing c. Both d. SMS Messaging
99
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
14. Are you aware of the following details relating in your
connection ?
(Pre / Postpaid connection)
S. No Aware Neutral Unaware
a. Scheme
b. Balance of Talk charges
c. Periodical offers
d. Call waiting & Call
Diverting option
e. Modes of payment
15. Are you influenced by the following factors relating in
your
connection ?
S. No Aware Neutral Unaware
a. Monthly rental charges
b. Charges for cell phones
to land lines
c. Signal of tower Networking
d. Cost of scheme
e. Incoming (in days)
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
f. Number of outgoings calls
g. Outgoings call charges
16. What factor influenced you to decide your Cell Phones
service ?
a. Deposit amount
b. Brand Image
c. Availability
d. Credit facility for your connection
e. Customer care service
f. Service charges
17. Satisfaction about the particular cell phone service
provider ?
Highly
Satisfacotry
Satisfactory
Non-
Satisfacotry
a. Price
b. Performance
c. Capacity
d. After sales service
e. Easy Process
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
f. Schemes
g. Various Facilities
h. Periodical Offers
i. Modes of Payment
j. Out going call
Charges
18. Do you face any difficulty in your cell phone connection ?
a. Yes b. No
19. If yes, please point out the problem ?
a. Coverage b. Service c. Clarity
d. Network busy d. Others
20. You consider mobile as a
a. Necessity b. Status c. Luxury
d. Compulsion
21. What is your valuable suggestion / opinion about your
cell
phone service provider ?
102

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