slideshare

Upload
Login
Signup

Home

Leadership

Technology

Education

Marketing

Design

More Topics

25310916 project-on-customer-satisfaction-towards-mobile-service-providers

18 of 46

25310916 project-on-customer-satisfactiontowards-mobile-service-providers
30,519

Share

Like

Download

Hiral Shah
(1 SlideShare)
Follow
Published on Feb 14, 2011

0 Comments
10 Likes
Statistics
Notes

Post

Be the first to comment

Transcript of "25310916 project-on-customer-satisfaction-towards-mobileservice-providers"

1. 1. 1 Project Report OnCustomer Satisfaction on Mobile Service Provider Networks In
International Market Research Bureau (IMRB) Hyderabad By CH. KARTHIK (08M009)
(Marketing/Finance)Submitted in Partial Fulfillment of the Requirements for the Award of

2.

3.

4.

5.

6.

the Post Graduation Diploma in Business Management DHRUVA COLLEGE OF

MANAGEMENT MEDCHAL HYDERABAD.
2. 2 CERTIFICATEThis is to certify that the thesis entitled Customer Satisfaction on Mobile
ServiceProvider Networks in IMRB INTERNATIONAL, HYDERABAD, that is beingsubmitted
by Mr. CH.KARTHIK in partial fulfillment of the requirements for the award ofdegree of
PGDM in MARKETING & FINANCE in Dhruva College of Management is abonafied work
carried out by him under the guidance and supervision of the undersigned.The results
embodied in this dissertation have not been submitted to any other university
orinstitution for the award of any degree or diploma.Date:Place: Supervisors Signature
and designation DECLARATION
3. 3I hereby declare that the dissertation entitled Customer Satisfaction on Mobile
ServiceProvider Networks that is being submitted by me in partial fulfillment of the
requirementsfor the award of the degree of PGDM in FINANCE & MARKETING to Dhruva
Collegeof Management is a record of bonafied work carried out by me.The results
embodied in this dissertation have not been submitted to any other university
orinstitution for the award of any degree or diploma.Date:Place: Signature of the student
Internal supervisor Examiner (s) 1 2
ACKNOWLEDGEMENT
4. 4The authorship of a monograph is usually attributed to one person but a report on
theinternship or a project work like this one is a joint affair. I am indebted to all who
havedirectly and indirectly been of great help to me in doing and writing this project
report.Firstly, I am thankful and express my gratitude to Mr. Srikanth (SUPERVISIOR)
whoinspired me and guided me throughout the period of Project Work that enabled me
tosuccessful completion the project.I am also grateful to Dr. Satya Prasad, Faculty DCM Hyderabad for his continuous anddeliberate discussion on the topic and indeterminable
burden taken by him in helping meduring the project.I extend my thanks to Dr. S. Pratap
Reddy (Chairperson DCM) and for providing all thenecessary facilities in bringing out this
project reportSpecial regard and greatest appreciation is reserved for all the Executives
and Employees ofIMRB INTERNATIONAL, Hyderabad whose honest feedbacks, ideas and
thoughts helpedme navigate through the most difficult phases of the project work.Last,
but not least I am thankful to my parents who motivated me throughout this projectwork,
The preparation of this report would not have been an easy task without the help
andsupport of my parents.I am pleased to say that the whole report is just the
presentation of the facts that have beenfound during the projects through different
sources and its each sentence is an exactrepresentation of the information obtained and
the analysis thereof.I hope that I have manifested my sincere attempts to represent all
the information and otherthings to the best of ability. CH. KarthikABSTRACT
5. 5The present study is undertaken to understand the customer satisfaction in mobile
serviceproviders .It is done under the guidance of IMRBThe study was done to find out the
customer satisfaction level in mobile service providerplayers in the market and to know
the customer perception towards other mobile serviceproviders, this survey was done in
twin cities.The data was processed using computer aided tools such as MS-EXCEL,SPSS
frequencytables were used for analysis ,the study was conducted from June 25th 2009 to
July 25th 2009i.e., for a period of one month in the city of
Hyderabad.ACKNOWLEDGEMENT...........................................................................................
..........................................3ABSTRACT...................................................................................
.........................................................................4INTRODUCTION...........................................
.......................................................................................................6
6. 6 THEORETICAL BACKGROUND OF THE
TOPIC..................................................................................................................6 Customer
Satisfaction............................................................................................................................
.........6 Skills of
Marketers...............................................................................................................................
............8 Method to Measure Customer
Satisfaction.....................................................................................................9 Introduction
to Telecom
Industry..................................................................................................................10 Market
Share of Public and Private

Industry...............................................................................................12 The Global Cellular

Mobile Industry............................................................................................................13
RESEARCH
OBJECTIVES............................................................................................................................
...............16 RESEARCH
LIMITATION.............................................................................................................................
...............17MAIN TEXT LITERATURE
REVIEW............................................................................................................18RESEARCH
METHODOLOGY.......................................................................................................................
.23 SOURCES OF
DATA.......................................................................................................................................
..........23 SAMPLING
DESIGN...................................................................................................................................
...............23 COLLECTION
METHOD.................................................................................................................................
............24 RESEARCH
DEFINITION.............................................................................................................................
...............24DATA
ANALYSIS................................................................................................................................
...............25 DATA ANALYSIS AND
INTERPRETATION....................................................................................................................
..25CONCLUSION....................................................................................................................
.................................39BIBLIOGRAPHY...................................................................................
.............................................................40 IntroductionTheoretical Background of the
TopicCustomer Satisfaction1.1.1 According to Philip Kotler, satisfaction is a persons
feelings of pressure or disappointment resulting from products perceived performance
(outcome) in relation to his or her expectations. Customer satisfaction is the level of a
persons
7. 7. 7 felt state resulting from comparing a products perceived performance (outcome) in
relation to the persons expectations. This satisfaction level is a function of difference
between perceived performance and expectations. If the products performance, exceed
expectation the customer highly satisfied or delighted. If the performance matches the
expectations the customer is satisfied. If the products performance fall shorts of
expectations the customer is dissatisfied.1 Many companies are aiming for high
satisfaction because customers who are just satisfied still find it easy to switch when a
better offer comes along. High satisfaction or delight creates an emotional affinity with
brand.2 Variety of factors that affect customer satisfaction includes product quality,
product availability and after sales support such as warranties and services. Customer
satisfaction is seen as a proof of delivering a quality product or service. It is believed that
customer satisfaction brings sales growth, and market share. A company can always
increase customer satisfaction by lowering its price or increasing its services but this may
result in lower profits. Thus the purpose of marketing is to generate customer value
profitability.3 India is on the threshold of a new millennium. India chose for global
economy, exposing her to winds of change in the market place, which has expanded
vastly and become fiercely competitive. In the changed environment, decision makers
view the marketing concept as the key to success. Marketing in practice has to manage
products, pricing, promotion and distribution.4 A successful product can be developed by
exploding these opportunities. While delivering the value of the consumer we make use of
marketing support. This support is based on the knowledge of consumers and distribution.
Marketing support both at the introduction of products and maturing is considered5
Marketing, as suggested by the American Marketing Association is "an organizational
function and a set of processes for creating, communicating and delivering value to
8. 8. 8 customers and for managing customer relationships in ways that benefit the
organization and its stakeholders".6 The two major factors of marketing are the
recruitment of new customers (acquisition) and the retention and expansion of
relationships with existing customers (base management). Marketing methods are
informed by many of the social, particularly psychology, sociology, and economics.
Anthropology is also a small, but growing, influence. Market research underpins these

activities. Through advertising, it is also related to many of the creative arts.7 For a
marketing plan to be successful, the mix of the four "Ps"1 i.e. product, price, place,
promotion must reflect the wants and desires of the consumers in the target market.
Trying to convince a market segment to buy something they dont want is extremely
expensive and seldom successful. Marketers depend on marketing research, both formal
and informal, to determine what consumers want and what they are willing to pay for.
Marketers hope that this process will give them a sustainable competitive advantage.
Marketing management is the practical application of this process. The offer is also an
important addition to the 4Ps theory.Skills of Marketers Marketers have 4 main skill sets
that they bring to an enterprise: 1) Opportunity Identification: Marketing begins before
there is a product to sell. Many people think marketing is just selling whatever comes out
of the manufacturing plant. Its the job of marketing to decide WHAT comes out of the
manufacturing plant in the first place. Before a business can make money there must be
opportunities for money to be made and its marketings job to define what those
opportunities are. Marketers analyze markets, market gaps, trends, products, competition,
and distribution channels to come up with opportunities to make money.1
9. 9. 92) Competitive strategy/positioning: Markets consist of groups of competitors
competing for a customers business. The job of marketing is to decide how to create a
defensible sustainable competitive advantage against competitors. Marketers conceive
strategies, tactics, and business models to make it hard if not impossible for competition
to take away customers from their business.3) Demand generation/management Its the
job of marketing to create and sustain demand for a companys products. Marketers
manage demand for a companys products by influencing the probability and frequency of
their customers purchase behavior.4 ) Sales: The ultimate goal of marketing is to make
money for a business. In most companys sales is a different discipline and department
from marketing. But in order for salespeople to have any long term success in a company
they must be led by marketing. The better job a company does of identifying
opportunities, creating a differential sustainable competitive advantage, and generating
demand for their products the easier it will be for salespeople to make sales.Method to
Measure Customer SatisfactionCompanies use the following methods to measure
customer satisfaction. 1 ) Complaints and suggestion system: companies obtaining
complaints through their customer service centres, and further suggestions were given by
customers to satisfy their desires. 2) Customer satisfaction surveys Responsive
companies obtain a direct measure of customer satisfaction by periodic surveys. They
send questionnaires to random sample of their customers to find out how they feel about
various aspects of the companys performance and also solicit views on their competitors
performance. It is useful to measure the customers willingness to recommend the
company and brand to other persons.
10. 10. 103 )Lost Customer Analysis. Companies should contact customers who have stopped
buying or who have switched to another supplier to learn why this happened. 4 )
Consumer Behavior Vs Consumption Behavior Consumer behavior refers to the manner in
which an individual reaches decision related to the selection, purchases and use of goods
and services. Walters and Paul says that, consumer behavior is the process where by the
individuals decides what, when, how and from whom to purchase goods & services.
Consumer behavior relates to an individual person (Micro behavior) where as
consumption behavior relates to and to the mass or aggregate of individuals (Macro
behavior) consumers behavior as a study focuses on the decision process of the individual
consumer or consuming unit such as the family. In contrast the consumption behavior as
a study is to do with the explanation of the behavior of the aggregate of consumers or the
consuming unit. Consumer is a pivot, around which the entire system of marketing
revolves. The study of buyer behavior is one of the most important keys to successful
markIntroduction to Telecom IndustryThe Indian Telecommunications network with 110.01
million connections is the fifth largestin the world and the second largest among the
emerging economies of Asia. Today, it is thefastest growing market in the world and
represents unique opportunities for U.S. companiesin the stagnant global scenario. The
total subscriber base, which has grown by 40% in 2005,is expected to reach 250 million in
2007. According to Broadband Policy 2004, Governmentof India aims at 9 million
broadband connections and 18 million internet connections by2007. The wireless

subscriber base has jumped from 33.69 million in 2004 to 62.57 millionin FY2004- 2005.
In the last 3 years, two out of every three new telephone subscribers werewireless
subscribers. Consequently, wireless now accounts for 54.6% of the total
telephonesubscriber base, as compared to only 40% in 2003. Wireless subscriber growth
is expected tobypass 2.5 million new subscribers per month by 2007. The wireless
technologies currentlyin use are Global System for Mobile Communications (GSM) and
Code Division MultipleAccess (CDMA). There are primarily 9 GSM and 5 CDMA operators
providing mobileservices in 19 telecom circles and 4 metro cities, covering 2000 towns
across the country.Evolution of the industry-Important MilestonesYear
11. 11. 111851 First operational land lines were laid by the government near Calcutta (seat of
British power)1881 Telephone service introduced in India1883 Merger with the postal
system1923 Formation of Indian Radio Telegraph Company (IRT)1932 Merger of ETC and
IRT into the Indian Radio and Cable Communication Company (IRCC)1947 Nationalization
of all foreign telecommunication companies to form the Posts, Telephone and Telegraph
(PTT), a monopoly run by the governments Ministry of Communications1985 Department
of Telecommunications (DOT) established, an exclusive provider of domestic and longdistance service that would be its own regulator (separate from the postal system)1986
Conversion of DOT into two wholly government-owned companies: the Videsh Sanchar
Nigam Limited (VSNL) for international telecommunications
12. 12. 12 and Mahanagar Telephone Nigam Limited (MTNL) for service in metropolitan areas.
1997 Telecom Regulatory Authority of India created. 1999 Cellular Services are launched
in India. New National Telecom Policy is adopted. 2000 DoT becomes a corporation, BSNLA
large population, low telephony penetration levels, and a rise in consumers income
andspending owing to strong economic growth have helped make India the fastestgrowingtelecom market in the world. The first and largest operator is the state-owned
incumbentBSNL, which is also the 7th largest telecom company in the world in terms of its
number ofsubscribers. BSNL was created by corporatization. while DTS (Department
ofTelecommunication Services), a government unit responsible for provision of
telephonyservices. Subsequently, after the telecommunication policies were revised to
allow privateoperators, companies such as Bharti Telecom, TATA Indicom, Vodafone,
MTNL, Idea,Vodafone and BPL have entered the space. Major operators in India. However,
rural Indiastill lacks strong infrastructure.The total number of telephones in the country
crossed the 300 million mark on June 182008The overall tele-density has increased to
36.98% in March 2009 .In the wirelesssegment, 15.87 million subscribers have been
added in March 2009. The total wirelesssubscribers (GSM, CDMA & WLL (F)) base is more
than 391.76 million now. The wire linesegment subscriber base stood at 38.22 million with
a decline of 0.13 million in October2008.Market Share of Public and Private IndustryThe
fixed line and mobile segments serve the basic needs of local calls, long distance callsand
the international calls, with the provision of broadband services in the fixed line segment
13. 13. 13and GPRS in the mobile arena. Traditional telephones have been replaced by the
codeless andthe wireless instruments. Mobile phone providers have also come up with
GPRS-enabledmultimedia messaging, Internet surfing, and mobile-commerce.The muchawaited 3G mobiletechnology is soon going to enter the Indian telecom market. The GSM,
CDMA, WLLservice providers are all upgrading them to provide 3G mobile services. Along
withimprovement in telecom services, there is also an improvement in manufacturing. In
thebeginning, there were only the Siemens handsets in India but now a whole series of
newhandsets, such as Nokias latest N-series, Sony Ericssons W-series, Motorolas PDA
phones,etc. have come up.Touch screen and advanced technological handsets are gaining
popularity. Radio serviceshave also been incorporated in the mobile handsets, along with
other applications like highstorage memory, multimedia applications, multimedia games,
MP3 Players, video generators,Cameras, etc. The value added services provided by the
mobile service operators contributemore than 10% of the total revenue.The Global
Cellular Mobile IndustryGlobal telecom sectorEarnings visibilityEarnings growth is being
driven by improving pricing conditions, stabilizing operatingtrends, aggressive cost
cutting initiatives, a positive regulatory environment, strong wirelessgrowth, and new
market opportunities. This has translated into greater visibility of forwardearnings as
evidenced by recent increased analyst upgrades within the sector.Merger synergiesGiven
the substantial amount of excess capital available in the sector and in private equity

weexpect to see additional merger and acquisition activity, albeit at a slower pace than
recentlywitnessed. Global telecom M&A deals over the past two years have reflected
marketexpansion but have also had a positive effect on the buyers balance sheets.
Partneringcompanies have begun realizing their synergies through cost reductions and
economies ofscale. In the US, the largest three companies now account for over 70% of
the sector marketcap; this compares to 34% in 1990. Trends in bundled services are also
paving the way foradditional M&A activity. Sector consolidation will further increase the
importance of stockselection.Growth
14. 14. 14While cost-cutting has been a major source of earnings growth, we have seen toplinepressures decreasing which will help revenues become a larger driver of earnings
growthagain. We see growth within the sector coming from a number of areas including:
broadband,3G (third generation) technology, expansion in emerging markets. Broadband
penetration hasbeen accelerating as internet customers are seeking faster downloads for
audio and videofiles. 3G services, which facilitate the simultaneous transfer of both voice
and non-voice (i.e.video, downloads, SMS, etc.) data are providing mobile users with a
much more robustcommunication platform and should finally begin to realize their growth
potential in 2007.Emerging market companies benefit from low penetration rates and also
tend to have lowerleverage, higher margins and higher growth than most developed
markets telecomcompanies.Global opportunitiesIt has become less difficult to find
attractive telecom investment opportunities globally than itwas a year ago. As the fog has
lifted from the sector, there are increased opportunities withinboth the growth and value
spaces.Definition of Cellular/Mobile phoneThe Cellular telephone (commonly "mobile
phone" or "cell phone" or "hand phone") is along-range, portable electronic device used
for mobile communication. In addition to thestandard voice function of a telephone,The
Global Cellular Mobile Industry:The global mobile phone industry is based on many
different manufacturers and operators.The industry is based on advanced technology and
many of the manufacturers are operatingin different industries, where they use their
technological skills, distribution network, marketknowledge and brand name. Four large
manufacturers of mobile phones are today dominatingthe global mobile phone industry
&networks; Nokia, Sony Ericson, Samsung and Motorola .Airtel, Bsnl , tataindicom
,Vodafone, reliance, others. In addition to these companies thereare many manufacturers
that operate globally and locally.
15. 15. 15Telecom Industry in India The telecom industry is one of the fastest growing
industries in India. India has nearly200 million telephone lines making it the third largest
network in the world after China and USA. With a growth rate of 45%, Indian telecom
industry has the highest growth rate in the8world. Much of the growth in Asia Pacific
Wireless Telecommunication Market is spurred by the growth in demand in countries like
India and China. Indias mobile phone subscriber base is growing at a rate of 82.2%.
China is the biggest market in Asia Pacific with a subscriber base of 48% of the total
subscribers in Asia Pacific. Compared to that Indias share in Asia Pacific Mobile Phone
market is 6.4%. Considering the fact that India and China have almost comparable
populations, India slow mobile penetration offers huge scope for growth.History of Indian
TelecommunicationsIt was Started in 1851 ,when the first operational land lines were laid
by the government nearCalcutta (seat of British power). Telephone services were
introduced in India in 1881. In1883 telephone services were emerged with the postal
system. Indian Radio TelegraphCompany (IRT) was formed in 1923. After independence in
1947, all the foreigntelecommunication companies were nationalized to form the Posts,
Telephone and Telegraph(PTT), a monopoly run by the governments Ministry . Telecom
sector was considered as astrategic service and the government considered it best to
bring under states control. The firstwind of reforms in telecommunications sector began
to flow in 1980s when the private sectorwas allowed in telecommunications equipment
manufacturing. In 1985, Department ofTelecommunications (DOT) was established. It was
an exclusive provider of domestic andlong distance service that would be its own
regulator (separate from the postal system). In1986, two wholly government-owned
companies were created: the Videsh Sanchar NigamLimited (VSNL) for international
telecommunications and Mahanagar Telephone NigamLimited (MTNL) for service in
metropolitan areas.In 1990s, telecommunications sector benefited from the general
opening up of the economy.Also, examples of telecom revolution in many other countries,

which resulted in betterquality of service and lower tariffs, led Indian policy makers to
initiate a change processfinally resulting in opening up of telecom services sector for the
private sector. NationalTelecom Policy(NTP) 1994 was the first attempt to give a
comprehensive roadmap for theIndian telecommunicationssector.In 1997, Telecom
Regulatory Authority of India (TRAI) was created. TRAI was formed toact as a regulator to
facilitate the growth of the telecom sector.. Telecommunication sector inIndia can be
divided into two segments: Fixed Service Provider (FSPs), and CellularServices. Fixed line
services consist of basic services, national or domestic long distance andinternational
long distance services. The state operators (BSNL and MTNL), account for
16. 16. 16almost 90 per cent of revenues from basic services. Private sector services are
presentlyavailable in selective urban areas, and collectively account .Global System for
MobileCommunications (GSM) and Code Division Multiple Access (CDMA). The GSM sector
isdominated by Airtel, Vodfone-Essar, and Idea Cellular, while the CDMA sector
isdominated by Reliance and Tata Indicom. Opening up of international and domestic
longdistance telephony services are the major growth drivers for cellular industry. Cellular
hetariffs on airtime, which along with rental was the main source of revenue. The
reduction intariffs for airtime, national long distance, international long distance, and
handset prices hasdriven demand.Classification of Telecommunication services1. Basic
services2. Cellular services3. Internet Service Provider (ISP)Research ObjectivesScope of
study: scope is limited to Hyderabad and secunderabad region onlyObjectives of the
study: This project aims at studying the present market scenario.Themajor players in the
market today are Airtel, Vodafone,Bsnl, Tata indicom ,Reliance,Idea.AllThe companies
want to capture the market study concerns with evaluating fast developingarea and so all
the service providers were taken to measure the satisfaction of customerThe main
objective of the study are:1. Service providers in the market which are not reaching the
customer.2. To study the customer satisifaction towards mobile service providers.3. To
study and identify how the customers are benefited.4. To evaluate the major service
provider satisified the customer.5. To assess the needs, requirements and expectations of
the customers in order toassess their current satisfaction levels.6. To know the attitude,
enthusiasm regarding the service provided to customers.7. To understand the
performance of different brands in the market on variousparameters like product quality,
performance of the customer relationship officer(CRO), service quality, range and
selection of products available.About the companyIMRB Established in 1971 and with over
three decades of market research experience, It is apioneer in India in various research
areas. Associated with a group of international marketcompanies .International promises
high quality conceptualization, ISMRB International is the
17. 17. 17only research company in India today that offers the entire range of research based
services toits clients.consumer market research both quantitative and qualitative,
industrial market research,business to business market research, social and rural market
research, media research, retailresearch, and consumer panels.This provides specialist
research services to its clients in India and overseas on products andservices covering the
entire business and industry. IMRB International today, operates out ofits five full service
offices in Mumbai, Delhi, Calcutta, Chennai and Bangalore and issupported by15 other
regional centers for collection of survey information that literallyspanthe entire
country.ABACUS FIELDAbacus Field handles the field operations for all the business
divisions in IMRB. it has anetwork of 15 regional offices spread across the country that
gives IMRB the capability torun pan India research projects smoothly &effectively. In
research infrastructure inneighbouring countries. They work with associate companies in
Sri Lanka (Lanka MarketResearch Bureau) and in the Middle East(Arab Market Research
Bureau), and throughaffiliates in Australia, Singapore, Malaysia, Thailand, Indonesia,
Philippines, Egypt, Tunisia,Nepal, Pakistan, Bangladesh and Myanmar.3.2) DIVISIONSIMRB
has five specialist units to serve the diverse needs of their clients:Probe Qualitative Research
(PQR)Social and Rural Research Institute (SRI)Media & Panel Research GroupCustomer Satisfaction
Management & Measurement (CSMM)Business & Industrial Research Division (BIRD)Research Limitation
Limitations of the Study Carrying the survey was a general learning experience for us but we also faced
some problems, which are listed here: The market of Telecommunication is too vast and
it is not possible to cover each and every dealer, manufacturer and seller in the available

short span of time. Generally the respondents were busy in their work and were not
interested in responding rightly.
18. 18. 18 Respondents were reluctant to discover complete and correct information about
themselves and their organization. Most respondents were not maintaining proper
knowledge of various services provided by their company, so they were unable to provide
exact information. Most of the respondents dont want to disclose the information about
the various other companies which they have experienced before. Some of the
respondents were using the service first time of their company and they were not able to
properly differentiate among their product. Due to human behavior information may be
biased. Mainly in BSNL case.Main Text Literature Review. Review of Literature 1. Robins
(2008) This paper is about marketing the next generation of mobile telephones. The study
is about third generation of cell phone technology, what is usually known as 3G for
short. There are various issues about that new innovative. One is how to price 3G
handsets and services at a level which will enable telephone operating companies to
recoup the high prices they have already paid to governments for operating licenses.
Second the technology is not yet complete, there are no agreed international standards
and companies do not yet know what new services the technology will prove capable of
delivering effectively. All variants of 3G remain dependent on largely unproven
technology. Marketing 3G is going to be about services which are new and in many cases,
yet to be designed. At the same time, it will involve services which can also be obtained
by computer and other means. It follows that the marketing task will be high risk. First, 3G
has no obviously unique selling proposition to build on except, perhaps, the combination
of live video and easy portability. Second, the potential customers have not yet had
adequate opportunity to signal their service likes and dislikes. Third, the cost and
complexity of service provision leave doubt about the markets reaction to price.
19. 19. 192. Debnath (2008) This study explain that the prime focus of the service providers
is to create a loyal customer base by benchmarking their performances and retaining
existing customers in order to benefit from their loyalty. With the commencement of the
economic liberalization in 1991, and with a view to expand and improve telecom
infrastructure through the participation of the private sector, the Government of India
permitted foreign companies holding 51 percent equity stake in joint ventures to
manufacture telecom equipment in India. The Indian Government has announced a new
policy, which allows private firms to provide basic telephone services. There had been a
monopoly of the state-owned department of telecommunications. However, several
companies are expected to benefit from the policy change.3. Bhatt (2008), in his study
titled A Study of Mobile Phone Usage Among the Post Graduate Students analyzed that
it is important for mobile carriers, service providers, content developers, equipment
manufacturers, as well as for parents and young people alike that the key characteristics
of mobile technology is well understood so that the risks associated with its potentially
damaging or disruptive aspects can be mitigated. This paper has tried to compare the
usage difference by gender with respect to the difference manufacturing and service
provider companies.4. Jha (2008), in his study analyzed that it is the youth which is the
real growth driver of the telecom industry in India. Considering this fact, the paper is an
attempt to give a snapshot of how frequently young people use their mobile phones for
several embodied functions of the cell phones. Data was collected from a sample of 208
mobile phone owners, aged between 20 and 29. The study sheds light on how gender,
monthly voucher amount and years of owning mobile phones influence the usage pattern
of this device. Findings of the study would be helpful for the telecom service providers
and handset manufacturers to formulate a marketing strategy for different market
segments.
20. 20. 205. Kalavani (2006) in their study analyzed that majority of the respondents have
given favourable opinion towards the services but some problems exist that deserve the
attention of the service providers. They need to bridge the gap between the services
promised and services offered. The overall customers attitude towards cell phone
services is that they are satisfied with the existing services but still they want more
services to be provided.6. Kumar (2008), in their study titled Customer Satisfaction and
Discontentment vis-a- vis BSNL Landline Service: A Study analyzed that at present,
services marketing plays a major role in the national economy. In the service sector,

telecom industry is the most active and attractive. Though the telecom industry is
growing rapidly, Indias telecom density is less than the worlds average telecom density as
most of Indias market is yet to be covered. This attracts private operators to enter into
the Indian telecom industry, which makes the Bharat Sanchar Nigam Limited (BSNL) more
alert to run its business and survive in the market.7. Seth et al (2008), in their study titled
Managing the Customer Perceived Service Quality for Cellular Mobile Telephone: an
Empirical Investigation analyzed that there is relative importance of service quality
attributes and showed that responsiveness is the most importance dimension followed by
reliability, customer perceived network quality, assurance, convenience, empathy and
tangibles. This would enable the service providers to focus their resources in the areas of
importance. The research resulted in the development of a reliable and valid instrument
for assessing customer perceived service quality for cellular mobile services.
21. 21. 218. Fernandez (2007) in their study titled Understanding Dynamics in an Evolving
Industry: Case of Mobile VAS in India analyzed that Mobile Value Added Services (VAS) is
a rising star in the fast growing wireless business. In the paper, attempt is made at
understanding the strategic dynamics of the evolving environment within which the
Indian players are operating, the challenges and structure of the same. Our literature and
industry review indicates that - while the value chain of industry is complicated yet one
can observe the bipolar nature of bargaining powers between mobile network operators
and content aggregators.9. Bismut (2006) in his study titled Competition in European
Telecom Markets analyzed that in recent years the European telecommunications market
has witnessed major developments, with rapid expansion in access to
telecommunications networks and a surge in the number of available services and
applications. While many factors have contributed to the transformation of the
telecommunications industry, competition has played a key role in driving telecom
players to invest in new technologies, to innovate and to offer new services.10. Kalpana
and Chinnadurai (2006) in their study titled Promotional Strategies of Cellular Services: A
Customer Perspective analyzed that the increasing competition and changing taste and
preferences of the customers all over the world are forcing companies to change their
targeting strategies. The study revealed the customer attitude and their satisfaction
towards the cellular services in Coimbatore city. It was found that advertisement play a
dominant role in influencing the customers but most of the customers are of opinion that
promotional strategies of cellular companies are more sale oriented rather than customer
oriented.11. Fredric (2008) analyzed the importance of yield management and
discrimination pricing in telecommunication sector. Yield management is the process of
allocating the right type of capacity or inventory unit to the right kind of customer at the
right
22. 22. 22 price so as to maximize revenue or yield. Yield management and dynamic pricing
strategies could be usefully applied to preserve and increase profitability. Yield
management techniques can help telecom operators and similar companies to optimize
the benefits they can derive from a subtle management of information networks and
partnerships. However, such an approach is more difficult to implement in the
telecommunications industry than in the airlines sector because of the difficulty to control
(and sometimes to refuse) network access to customers12. Chris (2003) has analyzed
Telecom advertising in print media. This research attempted to investigate why Telecom
theme are used in advertisement, and the motives that lead companies and advertisers
to use sport celebrities and sport concept in advertisements. From study it has been
revealed that the appearance of sport celebrities in advertising endorsement occurred
more often in Telecom magazines than in other magazines, because their target group is
more acquainted with athletes. The sport celebrities that dominated each printed media
are related with their target group characteristics.
23. 23. 23Research MethodologySources of DataSOURCES OF DATAThe study undertaken
there to be mainly based on the primary data i.e. structuredquestionnaire is designed.
The study also contains secondary data i.e. data from authenticatedwebsites and journals
for the latest updates just to gain an insight for the views of
variousexperts.METHODOLOGY & PRESENTATION OF DATAThe data collected is then coded
in the tables to make the things presentable and moreeffective. The results are shown by
tables which will help me out in easy and effectivepresentation and hence results are

24.

25.

26.

27.

28.

29.

being obtained.TOOLS AND TECHNIQUES USED FOR ANALYSISIn this study the technique
used for interpreting the results is CHI SQUARE test. It is used asbecause sample size is
100.Sampling DesignRESEARCH DESIGNThe design for this study is Exploratory and
Random sampling
24. findings by repeating it. Discovering new facts or verify and test old facts.
Developing new scientific tools, concepts and theories, this would facilitate to take
decision.For the proper analysis of data simple statistical techniques such as percentage
were use. Ithelps in making more generalization from the data available. The data which
will be collectedfrom a sample of population was assumed to be representing entire
population was interest.Demographic factors likeage, income and educational background
was used for theclassification purpose. data collected Reductive, so it investigates a
small sample which can be generalized to a larger population Replicable, so others
may test the24Collection MethodDATA COLLECTIONThe data is collected randomly
irrespective of the category of the people in the form ofquestionnaire and the sample size
is 100 respondents. Because it is a pilot study and due totime constraint the sample size
is small.Research DefinitionThe word research is derived from the Latin word meaning to
know. It is a systematic and areplicable process, which identifies and defines problems,
within specified boundaries. Itemploys well-designed method to collect the data and
analyses the results. It disseminates thefindings to contribute to generalize able
knowledge. The main characteristics of researchpresented below are: Systematic
problem solving which identifies variables and tests relationships between them,
Collecting, organizing and evaluating data. Logical, so procedures can be duplicated or
understood by others Empirical, so decisions are based on
25. 25Data AnalysisData Analysis and InterpretationCustomer satisifaction: Gap b/w
Consumer Expectations and Companies Performanceof TelecommunicationQ1: - Which
mobile connection do you have?Particular No. of respondentsAIRTEL 40VODAFONE 32IDEA
16BSNL 12
26. 26Interpretation: - As the area of the study is in Hyderabad and Secunderabad, where
themarket leader is Airtel. Thats why majority of the questionnaire I got filled by Airtel.
Abovedata analysis shows that majority of the market that is approximately 50% is
covered by twomarket leaders Airtel and vodafone. Minor is bsnl.Q2:- What kind of service
you have?Particular No. of respondentsPre-Paid 84Post-Paid 16
27. 27Interpretation: - Above data shows that most of the respondents in the area have
pre-paidconnections. And I got only 16% questionnaire filled by post-paid users.Q3:Overall, how would you rate your service provider? Brands Excellent Good Avg Poor Terribl
Not e Sure Airtel 7 18 10 0 Vodaphone 5 15 20 0 Idea 1 06 04 05 Bsnl 0 10 03 08
28. 28Interpretation:- From the graphic it depict that Airtel is the most excellent and good
serviceprovider as 19 out 20 responded believes that the service of the company is
excellent. Thenvodaphone has also good rate of excellence as 16 out of 18 respondents
rated Vodaphone as agood service provider. But the idea and Bsnl are not under good
ratings. 8 respondents ofBSNL and 5 of Idea have rated their service provider as Poor.
BSNL is found to be worstservice provider from all above as 12 respondents rate it as a
average service provider and 8as a poor service provider.Q4:- Rank the following factors
which influenced you the most to buy the service ofyour choice?
29. 29H1: -Price factor is not the most influencing factor for the purchase of Telecom
service.H0: - Price factor is the most influencing factor for the purchase of Telecom
service.Brands Price Network Brand VAS Expected Service Image valuesAirtel 16 4
25Vodafone 7 4 3 6 25Idea 6 7 3 10 25Bsnl 22 10 25Chi square value: 6.035 Table value:
5.991Interpretation of Chi: - As the 95% level of confidence Chi square value 6.035 is
more thanthe table value 5.991, so the null hypothesis is rejected, it means Price factor is
the mostinfluencing factor for the purchase of Telecom service.Interpretation:- Above data
analysis shows that Airtel is being preferred because of its bestnetwork service and Brand
image as well. Where Vodafone is preferred because of its goodpricing strategy, network
service, brand image and the most Value Added Services of thecompany. And Idea is
preferred because of all above factors. Where Bsnl is preferred themost because of its low
price as compare to its competitors and because of its value addedservices as well.Q5Rank the following VAS which attracted you the most to buy or retain the
mobileservice:Particular Airtel Vodafone Idea Bsnl

30. 30. 30SMS Pack 0 9 4 16Concession 3 15 6 11Call RatesInternet 6 1 6 0ServiceFull Talk 5 7

4 7TimeInterpretation: - Above data analysis shows that Airtel is being preferred because
of itsinternet service. And vodaphone because of its Concession calls rates and full talk
time VAS.Where Idea the most because of its Concession Call Rates and SMS pack. But
BSNL becauseof its SMS pack mainly and then concession rates also.Q6:- How long have
you used the service of that company?
31. 31. 31Brands >1 Month 1-6 Month 6 M 1 Year < 1 Year < 3 YearAirtel 2 7 13 6Vodafone 1
3 11 13Idea 2 3 7 3 3Bsnl 2 5 3 9 2Interpretation:- Above table analysis depicts that most
of the users are using their telecomservice from last one year. Some of the users are also
using it from last 3 year, wheremajority of the users are BSNL connection holders. Most of
the users of the Vodaphone areusing it from last 6 months. Very few respondents are a
new users of their services that letour study not vague.Q7:- Overall, how satisfied are you,
with network service of your company?Brands Very Satisfied Neutral Dissatisfy Very
Satisfied Dissatisfy
32. 32. 32Airtel 7 23 0 0 0Vodafone 3 18 1 0 0Idea 2 13 2 0 0Bsnl 2 14 8 6 0Interpretation: Above table data analysis shows that the satisfaction rate of networkservice is leaded by
Airtel as not a single user of service is neutral or dissatisfy. Andvodaphone network
service satisfaction rate is also good. And it can be also found that BSNLnetwork service is
not good as compare to others competitors as 14 respondents are found tobe not satisfied
with the company network service.Q8:- How would you rate the services value for money?
33. 33. 33Brands Excellent Good Fair Poor Not SureAirtel 9 24 6Vodafone 6 20 5Idea 2 10Bsnl
3 14 1Interpretation: - Above data and chart analysis depicts that BSNL has the highest
rating ofValue for /money as 33 persons out 34 has rated it as a excellent and good
service provider.Then Idea Company is following Bsnl as a best service provider for value
for money. Othertwo players Airtel and Voda has similar performance approximately. Both
has been ratedgood and excellent, where good has been rated more as compare to other
options.Q9:- What kind of problems occurs the most for which you need to contact
customercare/service department of your service provider?H0: - People do not contact
customer care mostly for activation and deactivation of theservice
34. 34. 34H1: - People contact customer care mostly for activation and deactivation of the
serviceBrands Billing Activation/ Informatio Network Expected Related Deactivation n of
VASs Problem valuesAirtel 1 8 10 25Vodafone 18 7 25Idea 6 12 5 3 25Bsnl 6 11 13 25Chi
square value: 9.351 Table value: 7.815Interpretation of Chi:- As the 95% level of
confidence Chi square value 9.351 is more thanthe table value 7.815, so the null
hypothesis is rejected, it means People contact customercare mostly for activation and
deactivation of the service.Interpretation: - From the above data analysis it has been
found that most of the users oftelecommunication contact to their customers care for
activation and deactivation of variousservices. Then they also contact for information
about various value added services providerby companies like validity, call rates, sms
pack, caller tones etc. Network service has beenfound a problem of mainly BSNL users
and to some extent of Idea users as well.Q10:- In thinking about your most recent
experience with that company, how muchsatisfied are you with the customer care
service?H0: - Airtel is not the best service provider of customer care service.H1: - Airtel is
the best service provider of customer care service.Brands Very Satisfied Neutral Dissatisfy
Very
35. 35. 35 Satisfied DissatisfyAirtel 14 6Vodaphone 3 12 3Idea 1 11 6 3 7Bsnl 2 3 7 22Chi
square value: 11.143 Table value: 9.488Interpretation of Chi:- As the 95% level of
confidence Chi square value 11.143 is morethan the table value 9.488, so the null
hypothesis is rejected, it means Airtel is the best serviceprovider of customer care service
in the industry..Interpretation:- From the above data interpretation we can conclude that
Airtel is the bestservice provider of customer care service. As it has been also found in
some of the article thatAirtel is expending more on its customer care service as compare
to other competitors in themarket. The Vodaphone service is also satisfactory as most of
the users has rated it assatisfied service provider. But Bsnl is to be found as a not
satisfactory service provider. Mostof the users said that they have not talk to their
customer care service provider even for asingle time.Q11:- How satisfied are you with the
process of getting your queries resolved?Brands Very Satisfied Neutral Dissatisfy Very
Satisfied DissatisfyAirtel 12 17Vodafone 2 12 3Idea 1 1 8 6 2Bsnl 3 3 9 19

36. 36. 36Interpretation: - From above data analysis we can say that most of the users, who
aresatisfied with their customer care service, are also satisfied with the process of getting
theirqueries resolved. Airtel again has been rated as the best service provider for getting
queriesresolved. Results are similar approximately with the 10-question analysis.Q12:The customer service representative was very courteous.Brands Strongly Somewhat
Neutral Somewhat Strongly Disagree Disagree Agree AgreeAirtel 7 13Vodaphone 8 14Idea
2 12 10Bsnl 20 12 2
37. 37. 37Interpretation: - Above data analysis shows that most of the users of all companies
foundtheir customer service provider courteous. But the result of BSNL is not good as the
users saythat they have not talk to their customer care service provider even for a single
time. Some ofthem have talk but after a lot of waiting time. So they are found not
satisfied and rated thisquestion also as dissatisfied. So after studying their views with a
personal discussion we cannot say that the customer care representatives of BSNL are not
courteous.Q13:- The customer service representative was very knowledgeable.Brands
Strongly Somewhat Neutral Somewhat Strongly Disagree Disagree Agree AgreeAirtel 3
22Vodaphone 1 17Idea 8 5 10Bsnl 20 12 2
38. 38. 38Interpretation: - Above data analysis shows that most of the users of all companies
foundtheir customer service provider knowledgeable. But the result of BSNL is again not
good asthe users say that they have not talk to their customer care service provider even
for a singletime. Some of them have talk but after a lot of waiting time. So they are found
not satisfiedand rated this question also as dissatisfied. So after studying their views with
a personaldiscussion we can not say that the customer care representatives of BSNL are
notknowledgeable. But one more finding is there in that question that Idea is not perfect
in hiringbest personnel for customer care representatives as 8 users are neutral for this
question reply.Q14:- The waiting time for having my questions addressed was
satisfactory.Brands Strongly Somewhat Neutral Somewhat Strongly Disagree Disagree
Agree AgreeAirtel 2 23Vodafone 3 15Idea 8 5 10Bsnl 20 12 2
39. 39. 39Interpretation: - Above data analysis shows that most of the users of all companies
arefound satisfactory with the waiting time their queries resolved. But the result of BSNL
isagain not good as the users say that they have not talk to their customer care service
providereven for a single time. Some of them have talk but after a lot of waiting time. So
they arefound not satisfied and rated this question also as dissatisfied and neutral. So
after studyingtheir views with a personal discussion we can not say that the customer
care representativesof BSNL are not able to solve their customer queries in a satisfactory
time.ConclusionCONCLUSION As per my belief we have seen that the choice of mobile
handset and services can not be separated came out true because when we tried to find
out the customer decision .we successfully classified customers in to eight group each
with some special requirement service wise and handsets attribute wise. Competition in
telecom industry is heating up its time for Indian telecom players also to align up in the
new dynamic business environment. Telcom majors should think to launch the product
according to the needs of customers to satisfy them and make them brand loyal as very
soon this blue ocean of Indian telecom scenario will convert into red ocean where the loss
of is the gain of other .They should also think for searching new space or we can say
either creating a new blue space to sustain their growth in long run. There is more room
for data analysis but the rest of the part is beyond the scope of this project report
According to the results, the most important determinant for consumers are price and
sacrifice perception (monetary and non-monetary sacrifice), which in perception. These
are periodical fixed cost, minute or traffic charge and opening cost when purchasing
mobile phone. The results indicate that the minute charge is the most
40. 40. 40 influential factor when a customer assesses to purchase. The second most
important factor is the periodical fixed cost and another factor is the opening cost. These
indicate, not surprisingly, that communication firms need to deeply consider. Also, this
indicates that a lot of effort must be put in the pricing strategy. Quality of service and
the ability to attract and retain customers dictate the success or failure of next-generation
communications service providers. In todays competitive environment, customers are
quick to abandon services that do not meet expectations. The ease with which customers
can switch from their current service to another, demands that providers deliver the
highest possible levels of service quality and performance. To be successful,

communications service providers must deliver positive customer experiences with rich,
value-added services supported by comprehensive service quality management. To this
effect-Mobile services has experienced the negative attributes of not being customer
focused and realizes that quality is an attribute that creates customer satisfaction
profitably. Therefore quality must be fused with all resources channeled towards their
customersBibliographyREFERANCES 1. Jallet, Frederic, Yield management, Dynamic
pricing and CRM in telecommunications,
(http://www.emeraldinsight.com/Insight/viewContentItem.do;jsessionid=236E2B6B4
5CF101465D540FD4401AEB9?
contentType=Article&hdAction=lnkhtml&contentId=1747102&history=true>) [Viewed
13/3/09] 2. Debnath, Roma Mitra, Benchmarking telecommunication service in India,
2008 (http://www.emeraldinsight.com/Insight/viewContentItem.do;jsessionid=236E2B6B4
5CF101465D540FD4401AEB9?
contentType=Article&hdAction=lnkhtml&contentId=1742535&history=true>) [Viewed
2/3/09] 3. Robins, Fread, The marketing of 3G, vol 21, no 6, 2008
41. 41. 41
(http://www.emeraldinsight.com/Insight/viewContentItem.do;jsessionid=236E2B6B4
5CF101465D540FD4401AEB9?
contentType=Article&hdAction=lnkhtml&contentId=854647&history=true>) [Viewed
2/4/09]4. Kalwani, Banumathy, Consumers Attitude towards Cell phone Services,
20065. Fernandez, Fronnie, Understanding Dynamics in an Evolving Industry: Case of
Mobile VAS in India, 2007
(http://www.emeraldinsight.com/Insight/viewContentItem.do;jsessionid=2086527F07
57A565F9A6CBAC8800F658?
contentType=Article&hdAction=lnkhtml&contentId=881588&history=true>) [Viewed
4/4/09]6. Kumar, Kaliyamoorthy, Influence of Demographic Variables on Marketing
Strategies in the Competitive Scenario, 2007
(http://www.emeraldinsight.com/Insight/viewContentItem.do;jsessionid=2086527F07
57A565F9A6CBAC8800F658?
contentType=Article&hdAction=lnkhtml&contentId=881588&history=true>) [Viewed
4/4/09]7. Seth et, Etal, Managing the Customer Perceived Service Quality for Cellular
Mobile Telephone: an Empirical Investigation, 2008
(http://www.emeraldinsight.com/Insight/viewContentItem.do;jsessionid=2086527F07
57A565F9A6CBAC8800F658?
contentType=Book&hdAction=lnkhtml&contentId=1758667&history=true>) [Viewed
6/4/09]8. Tecor, Jha, Understanding Mobile Phone Usage Pattern among College-Goers,
2008
(http://www.emeraldinsight.com/Insight/viewContentItem.do;jsessionid=2086527F07
57A565F9A6CBAC8800F658?
42. 42. 42 contentType=Book&hdAction=lnkhtml&contentId=1760544&history=true>)
[Viewed 7/4/09] 9. Bhatt, Andre, A Study of Mobile Phone Usage Among the Post
Graduate Students, 2008 10. Chris, Kambitsis, Telecom advertising in print media,
2003Journal The Indian Telecom Industry, IIM Calutta, Vatsal Goyal, 2007 Investment
Surge in the Indian Telecom Space, Times Global, Issue 2, 2008 A multiple-perspective
model for technology assessment, vol 3, 2008 The marketing of 3G, Vol 21, no. 6,
2003Books Zeithaml, Valarie (2008), Service Marketing, 4th Ed. New Delhi: Tata McGraw
Hill Publishing Company Lmt. 1.6 ANNEXURE QuestionnaireNAME- ___________________
MOBILE MODEL- ________AGE- ________ OCCUPATION-_________________Q1:- Which mobile
connection do you have?
43. 43. 43a) Airtel b) Vodafone c) Idea d) BsnlQ2:- What kind of service you havea) Pre-paid b)
Post-paidQ3:- Overall, how would you rate your service provider?a) Excellent b) Good c)
Average d) Poor e) Terrible f) Not SureQ4:- Rank the following factors which influenced you
to buy the service of your choice?a) Priceb) Network Servicec) Brand Imaged) Value
Added Services (Rel to Rel Free after 11PM)Q5- Rank the following VAS which attracted
you the most to buy or retain the mobileservice:a) SMS pack 1 2 3 4 5 Excellent --1 2 3 4
5 --Poorb) Concession Call Rates 1 2 3 4 5c) Internet Service 1 2 3 4 5d) Full Talk Time 1 2
3 4 5Q6:- How long have you used the service of that company?a) Less than one month b)
1 to 6 months c) 6 months to a yeard) 1 to 3 years e) Over 3 years

44. 44. 44Q7:- Overall, how satisfied are you, with network service of your company?a) Very
satisfiedb) Satisfiedc) Neutrald) Dissatisfiede) Very dissatisfiedQ8:- How would you rate
the services value for money?a) Excellent b) Good c) Fair d) Poor d) Not sureQ9:- What
kind of problems occurs the most for which you need to contact customercare/service
department of your service provider? Rank them.a) Billing relatedb)
Activation/deactivation relatedc) Information about VASsd) Network problemQ10:- In
thinking about your most recent experience with that company, how much satisfiedare
you with the customer care service?a) Very satisfiedb) Satisfiedc) Neutral
45. 45. 45d) Dissatisfiede) Very dissatisfiedf) N/AQ11:- How satisfied are you with the process
of getting your queries resolved?a) Very satisfiedb) Satisfiedc) Neutrald) Dissatisfiede)
Very dissatisfiedQ12:- The customer service representative was very courteous.a)
Strongly Disagreeb) Somewhat Disagreec) Neutrald) Somewhat Agreee) Strongly
AgreeQ13:- The customer service representative was very knowledgeable.a) Strongly
Disagreeb) Somewhat Disagreec) Neutrald) Somewhat Agreee) Strongly Agree
46. 46. 46Q14:- The waiting time for having my questions addressed was satisfactory.a)
Strongly Disagreeb) Somewhat Disagreec) Neutrald) Somewhat Agreee) Strongly AgreeIf
you were not totally satisfied with the customer service, will you please describe
thereasons for your dissatisfaction? -- -Thank you for spending your precious time on
filling in the questionnaire for us!
Recommended

Leadership Fundamentals
lynda.com PREMIUM VIDEO

Managing Teams

lynda.com PREMIUM VIDEO

Coaching and Developing Employees

lynda.com PREMIUM VIDEO

A project report of customer satisfaction survey on vodafone

Hemanth CRPatna
60,329

consumer's preference and satisfaction towards telecom operator

sandeepjalebar
14,585

A study on the customer perception of mobile phone service providers in

erode d
Hemanth CRPatna
29,224

Project report on 'customer satisfaction towards whatsapp'

Chirag Patel
29,468

Customer preference and experiences with mobile phone services in

j.p.nagar, be
Raghavendra GS
11,646

A project report on comparative analysis of marketing strategies of

vodafone an
Hemanth CRPatna
70,633

VODAFONE PROJECT BY KRISHNA MISHRA IIPM

Krishna Mishra
35,065

Project report on consumer behaviour of Airtel

Ashish Dubey
31,183

Customer satisfaction of bsnl

Purwa Banwat
9,212

Project report on brand preference of mobile phones with special

reference to m
Hemanth CRPatna
49,225

English
Espanol
Portugues

Franais
Deutsche
About

Careers

Dev & API

Press

Blog

Terms

Privacy

Copyright

Support

LinkedIn Corporation 2015