SR NO.

PARTICULAR
Preface.
Acknowledgement.
1

1.1
1.2
1.3

General Information
Introduction
Profile
Specifications

2.1
2.2
2.3
2.4
2.5

Research Methodology
Objective of the project
Research design
Research plan
Sampling plan
Limitation of the project

3
4
5
6
7
8

Data Analysis & Interpretation

Hypothesis Testing
Finding
Recommendation
Bibliography
Annexure

PREFACE

PAGE NO.
I
II

In a M.B.A. program, the student of SEM-II has to prepare a project report, as a

practical study with theoretical concepts, as a partial fulfillment of requirement in
M.B.A. Program. We have a decided to do a marketing research on CUSTOMER
SATISFACTION LEVEL AMONG MOBILE SERVICE PROVIDER IN
PATAN CITY.
Basic purpose behind this project is to understand market position of company and
understand awareness of it. It also creates awareness in the management students at
the grass root level about the difficulties and high challenge for company in the
business world.
In this report we have poured a lot many effects. We have collected various
primary and secondary data. We have tried our best to make the project The best.
We have tried our best to avoid mistake. Still any error is regretted.
Really this project enhanced our knowledge regarding strategy substantially. We
saw how practically the things take in business. This project will really helpful to
us in future also if includes almost each and every kind of data in it.

ACKNOWLEDGEMENT

To make any such research project without help of anybody is not at all possible.
Moreover teamwork is more beneficial than the isolation. In other words there are
so many external people who directly help us in our project CUSTOMER
SATISFACTION LEVEL AMONG MOBILE SERVICE PROVIDER IN
PATAN CITY.

We are very thankful to our project respondent to fill up questionnaire.

We are also very grateful to the whole staff of S.K.School of Business
Management, Patan for their co-operation in preparing of our project.

[2.1] OBJECTIVE OF THE PROJECT:-

MAIN OBJECTIVE:-

 To study CUSTOMER SATISFACTION LEVEL AMONG MOBILE

SERVICE PROVIDER IN PATAN CITY.
SUB OBJECTIVES:-

[2.2] RESEARCH DESIGN:-

TYPES OF RESEARCH: Conclusive research:Definition: Research designed to assist the decision maker in determining
evaluating & selecting the best course of action to take in a given situation.

In conclusive research we are using Descriptive Research.

Definition: Describe a market characteristics or product characteristic.

In descriptive research we are using Cross Sectional Design.

Definition: A type of research design involving the collection of information
from any given sample of population element only once. We are taking multiple
samples, so it is called Multiple Cross- Sectional

[2.3] RESEARCH PLAN:-

DATA SOURCE:-

In our survey we used the both source.

Primary data:Questionnaire survey.

Secondary data:The secondary data has been collected from the patan city.
RESEARCH APPROACH:
Survey of youth people in Patan

RESEARCH INSTRUMENT:
Questionnaires design

[2.4] SAMPLING PLAN:-

SAMPLING UNIT:-

People of patan city.

SAMPLING METHOD:NON PROBABILITY SAMPLING:

STRATIFIED SAMPLING: With stratified sampling we used quota sampling for
consumer.

DEFINATION: The population is divided into mutually exclusive group and

random sample are drawn from each group.
..
SAMPLE SIZE:Survey is conducted on 200 people.

CONTACT METHOD:Personal method for contacts.

[2.5] LIMITATIONS OF THE PROJECT

The sample sizes taken were only 200.So this research report does not cover
mass market. Thus result is only for surveyed market.
The analysis and interpretation are written on the basis of our experience
which can also be wrong.
Focus on only limited number of topic
The time of the study is very short.
.

QUESTIONNAIRE
Q.1 ARE YOU USING CELL PHONE ?

PARTICULAR

NO.OF RESPONDENT

PERCENTAGE
(%)

YES

191

95.50

NO

09

4.50

TOTAL

200

100

INTERPRETATION:From the above graph it shows that mostly 70% of the sample is using cell phone
and only 30% are not using cell phone.

Q.2 WHY YOU ARE NOT USING CELL PHONE?

SPECIFICATION
1. Some body uses family members cellphone
2. employees using company phone
3. some are students not to have cell phone it distract

mind from study.

INTERPRETATION:From the above it is showing the reason from the respondant those who are not
using cell phone.

Q-3. HOW MANY SIMCARD YOU ARE USINNG.?

Particular(no of simcard) No. of users

1
71
2
86

%
37.17
45.02

3
4
5

27
5
2

14.13
2.61
1.04

Total

191

100

Chart Title
1
7%
33%

2
13%

3
4
5

20%
27%

INTERPRETETION:From the above graph it is showing that from the sample maximum 33%
respondant are using 2 simcard and 7% are using 5 simcards.

Q-4.WHICH SIMCARD YOU ARE USING AS PERMANENT NUMBER ?

Particular
IDEA
AIRTEL

No.of users
66
54

%
33.00
27.00

PARTICULAR
AIRCEL
PREPAID
VODAFON
POSTPAID
TATA DOCOMO
NON USERS
BSNL
TOTAL
UNINOR
VIDEOCON
OTHER
NON USERS
TOTAL
s

USERS
173
18
9
200

20
68
44
49
32
5
1
9
200

PERCENTAGE %
10.00
86.50
34.00
09.00
22.00
04.50
16.00
25.00
02.50
00.50
04.50
100

Chart Title

1% 0% 3%
9%
19%
14%
16%
13%
20%

6%

IDEA

AIRTEL

AIRCEL

VODAFON

TATA DOCOMO

BSNL

UNINOR

VIDEOCON

OTHER

NON USERS

INTERPRETETION:From the above graph maximum 20% respondant were using Vodafone and
minimum 1% is using Videocon as there permanent number.

Q-5 WHICH TYPE OF SERVICE YOU ARE USING?

Chart Title

9%

5%

PREPAID
POSTPAID
NON USERS

87%

INTERPRETETION:From the graph it is conclude that 86% of the respondant were using prepaid
service and only 9% were using postpaid service and 5% are non users.

Q-6 ARE YOU SATISFIED WITH IT OR NOT?

PARTICULARS
EXTREMELY SATISFIED
MODERATELY SATISFIED
MODERATELY DISSATISFIED
EXTREMELY DISSATISFIED
NEITHER SATISFIED NOR
DISSATISFIED
NON USERS

USERS
71
99
11
3
7

%
35.50
49.50
05.50
01.50
03.50

04.50

TOTAL

200

100

Chart Title

2%

4% 5%
36%

6%
50%

EXTREMELY
SATISFIED

MODERATELY
SATISFIED

MODERATELY
DISSATISFIED

EXTREMELY
DISSATISFIED

NEITHER SATISFIED
NOR DISSATISFIED

NON USERS

INTERPRETETION:From the graph it is conclude that maximum 49% of the respondant were
moderately satisfied and only 2% were extremely satisfied.

Q-7 YOUR EXPERIENCE WITH THIS SERVICE?

PARTICULAR
BEST
GOOD
AVERAGE
BAD
WORST
NONUSERS
TOTAL

USERS
29
128
33
00
1
9
200

%
14.50
64.00
16.50
00.00
00.50
04.50
100

Chart Title
BEST
1% 5% 15%
17%

GOOD
AVERAGE
BAD
WORST
NONUSERS

64%

INTERPRETETION:From the graph 64% of the respondant were have good experience and only
1% respondant have worst experience.

Q-8 ARE YOU SATISFIED WITH VALUE ADDED SERVICE OF YOUR

SIM CARD?

PARTICULARS
EXTREMELY
SATISFIED
MODERATELY
SATISFIED
MODERATELY
DISSATISFIED
EXTREMELY
DISSATISFIED
NEITHER
SATISFIED
NOR
DISSATISFIED
NON USERS
TOTAL

USERS %
54
27.00
105

52.50

25

12.50

03.05

10

05.00

9
200

04.50
100

Chart Title
5% 4%
26%
3%
12%

EXTREMELY
SATISFIED

MODERATELY
SATISFIED

MODERATELY
DISSATISFIED

EXTREMELY
DISSATISFIED

NEITHER SATISFIED
NOR DISSATISFIED

NON USERS

50%

INTERPRETETION:-

From the above graph 50% of the respondant are nither or nor dissatisfied and only
3% of the respondant were extremely dissatisfied.

PARTICULAR
HIGH
NORMAL
LOW

YES
66
115
04
185

TOTAL
INTERNET SERVICE?

NO
06

YES(%)
34.55
60.20
02.00

06
200

NO(%)
03.14

Q-9
ARE
YOU
USING

100

INTERPRETETION:-

From the above graph it is conclude that maximum 65% of the respondant
are saying that there is normal data plan charge and only 2% were saying
that data pan charge is lower than other providers.

PARTICULAR
EXTREME HAPPY
MODERATE HAPPY
UNHAPPY
NON USERS

NO.OF USERS
53
111
27
9

%
26.50
55.50
13.50
04.50

Q-10 ARE YOU HAPPY WITH YOUR INTERNET SPEED IN COMPARISONS

WITH OTHER CARD?

Q-

INTERPRETETION:From the above graph it is showing that 55% of the respondant were saying
that they are moderately happy and only 14% were saying that they are
unhappy with internet speed.

PARTICULARS
EXTREMELY
SATISFIED
MODERATELY
SATISFIED
MODERATELY
DISSATISFIED
EXTREMELY
DISSATISFIED
NEITHER SATISFIED
NOR DISSATISFIED
NON USERS

USERS
43

%
21.50

111

55.50

17

08.50

13

06.50

07

03.50

09

04.50

TOTAL
200
100
WHICH LEVEL YOU ARE SATISFIED WITH NETWORK
AVAILIBILITY?

Q-11
ON

INTERPRETETION:From the above graph it is showing that 55% of the respondant were
moderately satisfied and only 7% were extremely dissatisfied with network
availability.

Q-12 YOU WANT O DO/BEFORE DONE PORTABILITY OF YOUR CARD IN

OTHER CARD?
PARTICULAR
AIRTEL
IDEA
BSNL
VODAFONE
DOCOMO
RELINCE
UNINOR
TATA
TOTAL

YES
4
8
4
4
2
3
2
1

NO
153

YES%
02.09
04.18
02.09
02.09
01.04
01.57
01.04
00.52

191
INTERPRETETION:-

NO%
80.10

100

From the above graph it is conclude that 4.18% respondant have portability
in idea service and .52% were have portability in the tata docomo service .

Q-13 HOW MUCH ARE YOU SATISFIED WITH DO NOT DISTURB SERVICE
?

PARTICULARS
USERS
PARTICULARS
USERS
EXTREMELY
45
EXTREMELY
59
SATISFIED
SATISFIED
MODERATELY
107
MODERATELY
95
SATISFIED
SATISFIED
MODERATELY
17
MODERATELY
12
DISSATISFIED
DISSATISFIED
EXTREMELY
15
EXTREMELY
19
DISSATISFIED
DISSATISFIED
NEITHER SATISFIED 07
NEITHER SATISFIED 06
NOR DISSATISFIED
NORNON
DISSATISFIED
USERS
09
NON USERS
09
TOTAL
TOTAL

200

200

%
% 22.50
29.50
53.50
47.50
08.50
06.00
07.50
09.50
03.50
03.50
04.50
04.50
100

100

INTERPRETETION:-

From the above graph it is showing that 47% of the respondant were
moderately satisfied and 3% were neither nor satisfied or dissatisfied .

Q-14 CUSTOMER CARE REPRESENTATIVE BEHAVIOUR IS.

PARTICULAR
FREE CALLING
LOW INTERNET
RATE
MESSAGE SCHEME
FULL TALK TIME
NON USERS
TOTAL

NO OF USERS
35
54

%
17.50
27.00

44
58
9
200

22.00
29.00
04.50
100

INTERPRETETION:From the above graph it is conclude that 53% of the respondant were
moderately dissatisfied and 4% were neither nor satisfied and dissatisfied.

Q-15 WHICH SERVICE YOU ARE USING REGULARLY?

INTERPRETETION:From the graph it is conclude that 29% of the respondant having fulltalk
time service and only 17% were having free calling service.

Q-16 ARE YOU USING CALLER TUNE SERVICE?

PARTICULARS
EXTREMELY
SATISFIED
MODERATELY
SATISFIED
MODERATELY
DISSATISFIED
EXTREMELY
DISSATISFIED
NEITHER
SATISFIED NOR
DISSATISFIED
NON USERS
TOTAL

YES
25

NO
99

YES%
12.50

56

28.00

04

02.00

03

01.50

04

02.00

09

04.50
200

NO%
49.50

100

INTERPRETETION:From the graph it is conclude that 28% respondant were moderately satisfied
and only 1.50% were extremely dissatisfied and 49.50% were not using
caller tune service .

Q-17 WHAT PROBLEM YOU FIND THE MOST IN YOUR EXISTING

SERVICE PROVIDER?

PARTICULAR
ACTIVATION/DEACTIVATION

NO OF USERS
32

%
16.00

RELATED
INFORMATION RELATED VAS
INFORMATION RELATED
BALANCE
INTERNET PROBLEM
NETWORK PROBLEM
NO PROBLEM OCCURSE
NONUSERS
TOTAL

40
16

20.00
08.00

52
28
23
09
200

26.00
14.00
11.50
04.50
100

INTERPRETETION:From the graph it shows that 26% of the respondant were have an internet
problem and 5% were have network problem from there existing service
provider.
Q-18 WOULD YOU RECOMMEND YOUR CURRENT SERVICE PROVIDER
TO ANY ONE ?

PARTICULAR
YES
NO
NON USERS
TOTAL

NO.USERS
82
109
09
200

%
42.00

120
100
80
60
40
20
0
YES

NO

INTERPRETETION:From the above graph it is showing that 82 % respondant saying yes and
109% were saying no to recommend to any one.

1) Whether 70% of respondant using cellphone or not?

H0 : p = 0.70
phone 0.70

null hypothesis : The proportion of the people who using cell

H1 : p > 0.70
alternative hypothesis : The proportion of the people who using
the cell phone more than 0.70
= 0.10 significance level

ph0 = 0.70

hypothesized value of population

qh0 = 0.30
n = 200

hypothesized value of population who do not have cell phone

sample size

p= 191/200= 0.95

p ( = ph0 * qho)/n
=

(0.70 * 0.30)/200

0.032

U.L. = ph0 + Z * Standard error of sample proportion

=

0.70 + (1.28)*(0.032)

0.740

P = 0.95
rejection
region

0.70

x=0.74

Here in the above graph our sample mean is falling in the rejection region so
it is concude that we should accept our alternate hapothesis and to reject our
null hapothesis.

2) Whether 50% of respondent are satisfied with customer care

behavoiur ?
H0 : p = 0.50
is 0.50

null hypothesis : The proportion of the people who are satisfied

H1 : p > 0.50
alternative hypothesis : The proportion of the people who are
satisfied is more than 0.50
= 0.10 significance level

ph0 = 0.50
qh0 = 0.50
n = 200

hypothesized value of population

hypothesized value of population who are not satisfied by them
sample size

p 0.53 = 107/200 =

sample proportion

p ( = ph0 * qho)/n
=

(0.50 * 0.50)/200

0.035

U.L. = ph0 + Z * Standard error of sample proportion

=

0.50 + (1.28)*(0.035)

0.54

P= 0.53
falling in
acceptanc
e region

0.50

x=0.54

Here from the above graph it shows that our sample mean is falling in the
acceptance region and that we conclude that we should conclude that to
accept our null hypothesis and to reject our alternate hypothesis.

3) Whether 50% of respondent are satisfied with the do not

disturbed service?
H0 : p = 0.50
is 0.50

null hypothesis : The proportion of the people who are satisfied

H1 : p > 0.50
alternative hypothesis : The proportion of the people who are
satisfied is more than 0.50
= 0.10 significance level

ph0 = 0.50
qh0 = 0.50
n = 200

hypothesized value of population

hypothesized value of population who not satisfy by this
sample size

p 0.47 = 95/200 =

sample proportion

p ( = ph0 * qho)/n
=

(0.50 * 0.50)/200

0.035

U.L. = ph0 + Z * Standard error of sample proportion

=

0.50 + (1.28)*(0.035)

0.54

P=0.47 is
falling in
the
rejection
region

0.50

x=0.54

Here in the above graph it is showing that our sample mean is falling in the
rejection region so that we should accept our alternate hypothesis and to
reject our null hapothesis.

4) Whether 60% of respondent are satisfied or not satisfied by

network availability service?
H0 : p = 0.60
is 0.70

null hypothesis : The proportion of the people who are satisfied

H1 : p > 0.60
alternative hypothesis : The proportion of the people who are
satisfied is more than 0.60
= 0.10 significance level

ph0 = 0.60
qh0 = 0.40
n = 200

hypothesized value of population

hypothesized value of population who do not satisfied by this
sample size

p 0.55 = 111/200 =

sample proportion visiting

p ( = ph0 * qho)/n
=

(0.60 * 0.40)/200

0.034

U.L. = ph0 + Z * Standard error of sample proportion

=

0.60 + (1.28)*(0.034)

0.64

P=0.55 is
falling in
the
rejection
region

0.60

0.64

Here our sample mean is falling in the rejection region so that we should
accept our null hypothesis and to reject our alternate hypothesis.

RECOMMENDATION:-

We suggest that mobile service provider should provide best qualitative

service to their customers.
Mobile service provider should improve their service for value added
services..
Should have good price strategies.
Should improve its communication channel effectively to the customer.
They should launch more valuable service to attract thr major rural
people and non user people use.
Should bring qualitative and supportable useful application for customer
benefits.
Must focus on their internet service.
Avail different valuable scheme to attract rural and urban people more.

 Books:-

1. David J Luck and Ronald S Rubin, Business Research

Methodology, 7th Edition.
2. Quantitative techniques for management by Levin and Rubin, 12th
Edition

Search:1. www .google.com

2. www.wikipedia.com
3. Newspaper