A Project Report on

A Study on Customer Satisfaction of Post Paid Telecom

Users in Aizawl

Submitted in partial fulfilment for the requirement of

BBA Program of Icfai University Mizoram

Submitted By
Kiran Thapa (Enrolment No. 141310910211)
Johan Lalhmangaihthanga (Enrolment No. 141310910056)
Lalduhawmi (Enrolment No. 141310910203)
K Lalfingkimi (Enrolment No. 141310910425)
Lawmsangzuali Chhangte (Enrolment No. 141310910434)

Supervised By
Mr. Shamim Akhtar
Assistant Professor

Faculty of Management Studies

Icfai University Mizoram
Durtlang North, Aizawl, Pin-796025, Mizoram

2015

ICFAI University Mizoram

Durtlang North, Aizawl: 796025, Mizoram
Phone : 0389-2361223/225, Fax: 0389-2361208, Email : aizawl@iumizoram.edu.in / www.iumizoram.edu.in

CERTIFICATE FROM THE HEAD

To whom it may concern

his is to certify that Mr. Kiran Thapa (Enrolment No. 141310910211), Mr. Johan
Lalhmangaihthanga (Enrolment No. 141310910056), Ms. Lalduhawmi (Enrolment No.
141310910203), Ms. K Lalfingkimi (Enrolment No. 141310910425) and Ms.
Lawmsangzuali Chhangte (Enrolment No. 141310910434), are bonafide students of Icfai
University Mizoram, who have carried out the project titled A Study on Customer
Satisfaction of Post-Paid Telecom Users in Aizawl, undertaken as per the requirement for
their Bachelor of Business Administration course curriculum.
This is also hereby certified that, this project is an outcome of original work done under the
guidance of Mr. Shamim Akhtar, Assistant Professor, Icfai University Mizoram, and has not
been submitted anywhere else.
I wish them all the best.

[Name & Designation ]

Date:

Icfai University Mizoram

ICFAI University Mizoram

Durtlang North, Aizawl: 796025, Mizoram
Phone : 0389-2361223/225, Fax: 0389-2361208, Email : aizawl@iumizoram.edu.in / www.iumizoram.edu.in

CERTIFICATE FROM THE

SUPERVISOR
To whom it may concern

his is to certify that Mr. Kiran Thapa (Enrolment No. 141310910211), Mr. Johan
Lalhmangaihthanga (Enrolment No. 141310910056), Ms. Lalduhawmi (Enrolment No.
141310910203), Ms. K Lalfingkimi (Enrolment No. 141310910425) and Ms.
Lawmsangzuali Chhangte (Enrolment No. 141310910434) are the bonafide students of Icfai
University Mizoram, who have carried out the project titled A Study on Customer
Satisfaction of Post-Paid Telecom Users in Aizawl, undertaken as per the requirement for
their Bachelor of Business Administration course curriculum.
Under my official guidance, they have successfully completed the above mentioned project
and I sincerely hope that this is a significant topic of study and they would successfully
carryout similar projects in future.
I wish them all the best.

Shamim Akhtar

Date:

Assistant Professor
Icfai University Mizoram

DECLARATION
3

We do hereby declare that this project report titled A Study on Customer Satisfaction of
Post-Paid Telecom Users in Aizawl is submitted by us in partial fulfilment for the
requirement of BBA Program of Icfai University Mizoram and this project report is an
outcome of original work done by us during the course of our Summer Project-2015 and it
has not been submitted previously by anyone to any other institution or published in any form
anywhere else before.

Date:

Place:

Kiran Thapa
(Enrolment No. 141310910211)

Johan Lalhmangaihthanga
(Enrolment No. 141310910056)

Lalduhawmi
(Enrolment No. 141310910203)

K Lalfingkimi
(Enrolment No. 141310910425)

Lawmsangzuali Chhangte
(Enrolment No. 141310910434)

ACKNOWLEDGMENTS
4

We take this opportunity to express our deep gratitude to all who came out of their way to
help us during the course of this project work.
First of all we sincerely thank and express our deep gratitude to Mr. Shamim Akhtar,
Assistant Professor and our supervisor for his timely cooperation and guidance. In spite of his
other engagements, he has been extremely kind and understanding to our needs and guided us
throughout to successfully complete this interesting and important project. We consider
ourselves to be fortunate enough to work under his guidance.
We would also like to thank all the teachers at the University for expanding our knowledge
base and giving us the confidence to work beyond the boundaries of our classrooms. We
would also like to thank the non-teaching staff at the University for their Timely Cooperation
regarding various matters supporting and complementing our studies. We would like to
express our sincere thanks and respect to Mr. Samuel, Registrar for his valuable attention
regarding the preparation and progress of Summer Project-2015. We also express our deep
sense of gratitude and profound thanks to Dr. Mrinmoy Bhattacharjee, our Ex-Campus
Head for his kind help and support. We would also like to take this opportunity to thank our
Marketing Faculty Dr. Vanlalhumi for helping us exploring the interesting area of
Marketing.
We would also like to express our sincere thanks to all the employees at the offices of Aircel,
Airtel and Vodafone in Aizawl for providing us with valuable information about their
respective organizations.
Though it may sound a little too clich to formally acknowledge our friends and classmates for
their support (or interference at sometimes) but still its true to say that they have been an
important support in our journey together to achieve our career goals.
Finally, we would like to thank our parents who have given us constant inspiration
throughout our life. It wouldnt have been possible for us to reach this stage without their
unconditional love and support.

TABLE OF CONTENTS
5

Contents

Page Number

Certificates
Declaration
Acknowledgments
Table of Contents
Table of Illustrations
Abstract
1. Introduction
1.1 Objective
1.2 Limitations
1.3 The Telecom Industry of India
1.4 Telecom Service Providers in Aizawl
1.5 Types of Telecom Services
1.6 Aircel
1.7 Airtel
1.8 Vodafone
1.9 Customer Satisfaction
2. Methodology
2.1 Data Collection
2.1.1 Sources of Data
2.2 Sample Design
2.2.1 Sampling Technique
2.2.2 Sampling Area
2.2.3 Sample Size
2.3 Questionnaire Design
2.3.1Type of Questions
2.4 Data Analysis and Representation
3. Analysis, Interpretation and Discussion
3.1 Demographic Compositions of the Sample
3.2 Customer Satisfaction Regarding Network Coverage
3.3 Customer Satisfaction Regarding Uninterrupted Call Service
3.4 Customer Satisfaction Regarding Customer Care Service
3.5 Customer Satisfaction Regarding Internet Speed
3.6 Customer Satisfaction Regarding Local Call Charges
3.7 Customer Satisfaction Regarding STD Call Charges
3.8 Customer Satisfaction Regarding ISD Call Charges
3.9 Customer Satisfaction Regarding Roaming Charges
3.10 Customer Satisfaction Regarding Local SMS Charges
3.11 Customer Satisfaction Regarding National SMS Charges
3.12 Customer Satisfaction Regarding Internet Charges
3.13 Customer Satisfaction Regarding VAS Charges
3.14 Overall Customer Satisfaction
6

II-III
IV
V
VI-VII
VII-VIII
IX
1- 15
2
3

4. Conclusion and Recommendations

4.1 Conclusion
4.2 Recommendations
References
Appendices
Questionnaire Format
List of Abbreviations

LIST OF TABLES AND FIGURES

List of Tables
Table 3.1 : Age Composition
Table 3.2: Sex Composition
Table 3.3: Average Monthly Income
Table 3.4: Occupation Composition
Table 3.5: Customer Satisfaction Level Regarding Network Coverage
Table 3.6: Uninterrupted Call Service
Table 3.7: Customer Care Service
Table 3.8: Internet Speed
Table 3.9: Local Call Charges
Table 3.10: STD Call Charges
Table 3.11: ISD Call Charges
Table 3.12: Roaming Charges
Table 3.13: Local SMS Charges
Table 3.14: National SMS Charges
Table 3.15: Internet Charges
Table 3.16: VAS Charges
Table 3.17: Combined Tabulated Satisfaction Scores
Table 3.18: Overall Satisfaction Scores
List of Figures
Figure 1.1: Aircel Logo
Figure 1.2: Airtel Logo
Figure 1.3: Vodafone Logo
Figure 3.1: Age Composition
Figure 3.2: Sex Composition
Figure 3.3: Average Monthly Income
Figure 3.4: Occupation Composition
Figure 3.5: Customer Satisfaction Level Regarding Network Coverage
7

Page Number

Page Number

Figure 3.6: Uninterrupted Call Service

Figure 3.7: Customer Care Service
Figure 3.8: Internet Speed
Figure 3.9: Local Call Charges
Figure 3.10: STD Call Charges
Figure 3.11: ISD Call Charges
Figure 3.12: Roaming Charges
Figure 3.13: Local SMS Charges
Figure 3.14: National SMS Charges
Figure 3.15: Internet Charges
Figure 3.16: VAS Charges
Figure 3.17: Comparative Satisfaction Levels of Aircel, Airtel and
Vodafone
Figure 3.18: Comparison of Overall Satisfaction Scores

ABSTRACT
8

The telecom industry is one of the fastest growing sectors in India since more than a decade.
The India's telecommunication network is the second largest in the world based on the total
number of telephone users and has the world's third-largest Internet user-base. The remote
northeastern city of Aizawl is also not an exception to this mega telecom revolution. All the
major telecom companies are operating in this city and also offering their latest services.
However there has been a growing sense of customer dissent being observed in recent times
with the poor quality of services offered by these telecom companies. The study reveals that
the overall satisfaction level is generally low among Post paid customers in Aizawl. And
customers are generally dissatisfied with network coverage and internet services offered by
all the major telecom companies in Aizawl.