Вы находитесь на странице: 1из 50

Final project report

On
(Merger of Idea and Vodafone, service provide by them)

By

Parul Tripathi

FIB1645

Under the supervision of

Mr. N.P. Singh

Presented in partial fulfillment of the requirements


for the diploma of
post graduate diploma in Management

at

Sec -5, Rohini, New Delhi – 110085 (India)


Certificate

This is Certified that the summer internship project report on “ Merger of Idea & Vodafone,
service provide by them” is the bonafide work of “Parul Tripathi, Roll No:FIB 1645”, 2nd Year
PGDM student of JAGAN Institute of Management Studies, 3, Institutional Area, Sec-5, Rohini,
New Delhi – 110085, carried out under my supervision during dd.mm.2018 to dd.mm.2018. The
work is original and has not been submitted anywhere for any review.

Place <<Signature of the faculty Guide>>


Date

Mr. N.P. Singh


Acknowledgement

Sincere effort and proper time management has been the key behind the completion of this
Research Report. However, it is needless to say that this Research Report would not have
been possible without the co-operation of all the people who gives me the guidance for
preparation of this project

For giving me an opportunity of doing Research on “merger of Idea and Vodafone service
provide by them”. I thankful to Prof. Mr.N.P.Singh who gives us the necessary guidance
when needed.

I also thank all the Respondents for their Co-operation and Positive Support.

Thanks to all

Parul Tripathi
Step 1: Literature Review
i) Identify appropriate key words from the title of your project and search in
a. Google Scholar
b. Proquest :
a. User ID: JIMS_LIB
b. Password: weclome2PQ!
c. Hard copies of Journal related to your field available in Library (1st Floor)
ii) Collect around 20-25 full research papers (and abstracts if full papers are not
available).
iii) Prepare a table of literature review as per the following format.

Year Author Research Data and Major Findings


Objectives Research
Methodology
2017* Singh Comparative Merger benefits.
and analysis of service Consumer satisfaction
Sharma provide by them Service provide by both the
&effect of pre and companies.
post merger effect.

*For Instance
Step 2: Frame “Research Objectives or Objectives of the Study” based on literature review
and your project title

Step3: Primary data based study: For Survey, design Questionnaire and collect responses

Step 4: Analyse data for the given objectives using software like MS Excel,

Step 5: Start writing dissertation. As per the following project format


1. Introduction
2. Literature Review
3. Data and Research Methodology
a. Data: type, source, period, sample size, sampling
b. Techniques : Like Descriptive Statistics, Ratio Analysis, Hypothesis testing,
Regression Analysis etc
c. Tool: software used
4. Conceptual Framework
5. Data Analysis
6. Conclusion and Summary
References
Industry overview

Talking of telecommunications sector in India today, we can primarily identify two


segments namely Fixed Service Provider (FSPs) and Cellular Services. Some of the
essential and basic telecom services forming part of Indian telecom industry include
telephone, radio, television and Internet. Telecom industry in the country lays a special
emphasis on some of the advanced and the latest technical innovations like
GSM( Global System for Mobile Communications), CDMA(Code Division Multiple
Access), PMRTS(Public Mobile Radio Trunking Services), Fixed Line and
WLL(Wireless Local Loop ). Especially, India has a flourishing market in GSM mobile
service, while the number of subscribers is on rapid and dramatic increase. The Indian
telecommunications industry boasts as being one among the most rapidly growing
chunks on the globe. Experts around the world estimate that India holds the promise of
emerging as the second largest telecom market of the world.

Figures published by the Telecom Regulatory Authority of India (TRAI), reveal that the
number of telecom connection subscribers in India reached 562.21 million in December
2009, marking a 3.5 percent increase over the number 543.20 million reported in
November 2009. This figure indicates that the average teledensity (number of
telephones per 100 persons) has gone up to 47.89.

On account of a dramatic increase in the earnings from mobile and landline


connections, the telecom industry in India made revenue of US$ 8.56 billion during the
quarter ending on December 31, 2009 thereby witnessing a recovery from the economic
downturn.

Business Monitor International has stated that at present, India is adding up about 8-10
million mobile subscribers every succeeding month. Estimates have revealed that by
June2012, almost half India’s population will be in possession of a mobile phone. This
will result in about 612 million mobile subscribers, making up a teledensity of about 51
per cent by the year 2012.
Over and above, a study undertaken by Nokia has brought out that the communications
sector will grow as the single largest chunk of the India’s GDP making up abaut in
2014.
Estimates made in February 2009 show that the Indian equipment market valued at US$ 24
billion, while Nokia was glowing as the market leader reporting more than US$ 3.4 billion
revenues in 2008-09. Ericsson followed Nokia with revenue of about US$ 2.11 billion.

The latest reports published by Evalueserve state that the availability of the 3G spectrum
has given hopes of finding about 275 million Indian subscribers using 3G-enabled services.
This will take up the number of 3G-enabled handsets to reach near to 395 million by the
end of 2013.

A Frost & Sullivan industry analyst has predicted that by the year 2012, revenues from
fixed line subscriptions in India will reach up to US$ 12.2 billion, while the revenue from
mobile connections will reach up to US$ 39.8 billion.

In a significant step taken to boost up the auction of 3G spectrum, the Indian Government
has permitted prospective bidders to call for short-term funds from the domestic market in
the country, while allowing refinancing out of external commercial borrowings (ECBs)
within a period of 12 months. Estimates show that the government can mop up US$ 7.53
billion from the auction of 3G spectrum to be completed shortly. The reserve price has been
fixed at US$ 753.74 million.

BSNL, the state-managed telecom operator has introduced 3G services in more than 318
cities benefitting 856,000 subscribers. BSNL has been venturing to cross more than 400
cities in the near future eventually rolling this service across 760 cities by September 2010.
While the debate on 3G is seen continuing, TRAI has already started consulting on the next
higher level of telecom services. 4G or the fourth generation enables downloads faster than
all the earlier versions.

Today, India is the largest market in the world adding up a dramatic number of about 20 million
mobile subscriber lines every month in an average. On the other hand, the number of landlines
is found gradually decreasing. At the end of the first quarter in 2010, we find that the overall
telecom subscriber penetration has gone up by more than 52 %. Though this might occur as a
relatively low volume compared with a number of other nations, this comes as a quantum leap
noting the figures recorded a few years back. Mumbai and Delhi (NCR) enjoy the status among
a few other metro areas around the globe boasting of more than 25 m mobile subscribers in each
of these regions. At present, The FDI cap in the telecom sector in
India is 74 %. In a recent move, UK’s Vodafone Group has purchased a 52 % stake in
Hutchison Essar, the fourth largest mobile service provider in the country. Bharti Airtel has
the credit of being the first Indian operator to cross a subscriber base of 50 million.

It is predicted that mobile number portability (MNP) will be available throughout India by
the second quarter of 2010, initially in the cities of Chennai, Delhi, Kolkata and Mumbai,
the four metros of India. Also, 3G (third generation) mobile services are found being
introduced in all the major cities across the nation. The country has auctioned three 3G
spectrum slots to private bidders. However, the number of subscribers for broadband
connections is increasing at a slow pace.
Company overview

History of Idea

We were incorporated as Birla Communications Limited on March 14, 1995 & granted a
certificate of commencement of business on August 11, 1995. Our registered office was in
Mumbai, Maharashtra. Our name was changed to Birla AT&T Communications Limited on
May 30, 1996 following the execution of a joint venture agreement dated December 5, 1995
between AT&T Corporation & Grasim Industries Limited pursuant to which the Aditya
Birla Group held 51% of our Equity Share capital & AWS Group held 49% of our Equity
Share capital. Our registered office was transferred from Industry House, 1st Floor, 159
Church Gate Reclamation, Mumbai 400 020, Maharashtra to Suman Tower, Plot No. 18,
Sector 11, Gandhinagar 382011 Gujarat on October 22, 1996. With effect from January 1,
2001 following our merger with Tata Cellular Limited the joint venture agreement between
AT&T Corporation & Grasim Industries Limited dated December 5, 1995 was replaced by a
shareholders agreement dated December 15, 2000 entered into between Grasim Industries
Limited on behalf of Aditya Birla Group, Tata Industries Limited on behalf of Tata Group &
AT&T Wireless Services Inc. on behalf of AWS Group following which our name was
changed to Birla Tata AT&T Limited on November 6, 2001. Consequent to the introduction
of 'Idea' brand, our name was changed to Idea Cellular Limited on May 1, 2002. The AWS
Group exited from the Comp. on September 28, 2005 by selling 371,780,740 Equity Shares
of the Company, which constituted 50% of holding of AT&T Cellular Private Limited in our
equity share capital, to ABNL & by transferring the remaining 371,780,750 Equity Shares
to Tata Industries Limited. The Tata Group ceased to be a shareholder of Comp. on June 20,
2006 when Tata Industries Limited & Apex Investments [Mauritiuss] Holding Private
Limited [formerly known as AT&T Cellular Private Limiteds] sold all their shares in the
Comp. to the Aditya Birla Group.

On October 26, 2006, P5 Asia Investments [Mauritiuss] Limited ['P5 Asia's] acquired 14.60% of
our Equity Share capital. Under a Governance & Exit Rights Agreement dated October 23, 2006
between P5 Asia, ABNL & Birla TMT, so long as an initial public offering has not occurred &
P5 Asia holds no less than 10% of our Equity Shares, ABNL & Birla TMT are required to
procure that [as] our Comp. & its Subsidiaries shall not take or pursue any of following actions
without P5 Asia prior consent [such consent to be obtained in a board and/or shareholders
resolutions] including in respect of [is] any merger with, acquisition of,
or amalgamation or consolidation with another Comp. or business; [iis] assuming or
permitting to exist any borrowings or indebtedness in the nature of borrowings if the
amount of all such borrowings of our Comp. & its Subsidiaries would exceed Rs. 6,800
million; [iiis] entering into a new line of business; [ivs] increasing our authorized or issued
share capital; or [vs] entering into a joint venture & [bs] our Comp. makes available to P5
Asia certain financial information relating to our Comp. & its Subsidiaries such as monthly
management accounts, quarterly unconsolidated balance sheet & profit & loss Acc. & the
annual audited consolidated balance sheets & profit & loss accounts.

P5 Asia also has a right to appoint one director to our Board so long as it holds at least 10%
of our total issued & outstanding Equity Shares. Mr. Biswajit Subramanian has been
appointed to our Board by P5 Asia pursuant to the exercise of above right. In addition, any
IPO of our Equity Shares requires P5 Asia written consent, and, further, in any such IPO, P5
Asia has the right to offer for sale such number of Equity Shares representing up to 10% of
total Equity Shares which are held by it. By its letters dated December 2, 2006 to ABNL &
Birla TMT, P5 Asia has given its written consent for Issue & has confirmed that it doesn't
intend to offer for sale any of Equity Shares held by it in such Issue.

We, either directly or through our Subsidiaries, provide mobile services in the Andhra
Pradesh, Delhi, Gujarat, Haryana, Kerala, Madhiya Pradesh, Maharashtra & Uttar Pradesh
[Wests] Circles, & have recently launched services & as such are in the process of fully
rolling-out our network in the Uttar Pradesh [Easts], Rajasthan & Himachal Pradesh Circles
pursuant to licenses issued by DoT.
History of Vodafone

Vodafone itself was formed in 1982 as a joint venture between Racal Electronics plc's
subsidiary Racal Strategic Radio Ltd (who won one of two UK cellular telephone network
licences) along with Millicom and the Hambros Technology Trust. In this arrangement
Racal owned 80%, Millicom 15% and Hambros 5%. The network was known as Racal
Vodafone, with the Vodafone name being derived from the firm's goal of establishing a
voice and data services over cellular telecommunication networks. Hence VO represented
voice and DA symbolized data — yielding the name Vodafone.

Vodafone was launched on 1 January 1985 and later that year Racal Strategic Radio was
renamed Racal Telecommunications Group Limited in 1985. A year later, on 29 December
1986 Racal Electronics bought out the minority shareholders of Vodafone for GB£110
million. In September 1988 the company was again renamed Racal Telecom and on 26
October 1988 Racal Electronics floated 20% of the company — a flotation that valued
Racal Telecom at GB£1.7 billion. On 16 September 1991 Racal Telecom was demerged
from Racal Electronics as Vodafone Group and the mobile telephony giant was born.

During the mix 1990s Vodafone began to consolidate itself on the British high-street. In July
1996 Vodafone acquired the two thirds of Talkland it did not already own for £30.6 million. On
19 November 1996, in a defensive move, Vodafone purchased Peoples Phone for £77 million, a
181 store chain whose customers were overwhelmingly using Vodafone's network. In a similar
move the company acquired the 80% of Astec Communications that it did not own, a service
provider with 21 stores. This made Vodafone a very visible presence on the British high street
and significantly increased the company's share of UK mobile customers.

In 1997 Vodafone introduced its new corporate Speech mark logo. This represents a
quotation mark within a circle. With the 'O's in the Vodafone logotype being opening and
closing quotation marks, suggesting conversation.
Vodafone in Asia-Pacific

Vodafone was committed to becoming a global mobile communications provider and in the
early 1990s the company began its move into the Asia-Pacific markets. In July 1993 the first
mobile service, that of BellSouth in New Zealand went live. Vodafone wasn't far behind, with
its own network: Vodafone Australia going live in October the same year. July 1994 saw
Vodafone's Fiji network going live.

In November 1998 Vodafone purchased BellSouth New Zealand which later became re-
branded as Vodafone New Zealand. On October 1, 2003 J-Phone (which Vodafone had
purchased in 2002) becomes 'Vodafone'; J-Phone's mobile internet service J-Sky becomes
Vodafone Live! December 2004 saw a partner deal with SmarTone of Hong Kong which
becomes 'SmarTone-Vodafone' in April 2005.

On 28th October 2005 Vodafone announces the acquisition of a 10 per cent stake in India's
Bharti Televentures, which operates the largest mobile phone network in India under the brand
name AirTel. On 25th January 2006 Vodafone announces that Indonesia, Malaysia and Sri Lanka
are added to the Vodafone footprint as Vodafone Group signs a partner network agreement with
Telekom Malaysia. On 6th February 2007 Samoa is added as a Partner Market
Strengths

• Huge Customer potential

Teledensity still being 48% and rural tele-density 21%.

The broadband subscribers grew from 0.18 million in 2005 to6.2 million as
on 30 April 2009 and about 7.98 million, at the end of the December 2009.

• High Growth Rate

Wireless subscribers growing at a CAGR of 60 per cent per annum since 2004.

• Allowed FDI limit ranging from 74% to 100%

The total FDI equity inflows in telecom sector have been US$ 2223 million
during April-November 2009-10

• High return on Investment

Easier to create economies of scale thereby increasing return on investment

• Liberalization efforts by Govt.

The share of private sector in total telephone connections is now 82.33% as


per the latest statistics available for December 2009 as against a meager 5%
in 1999.

• Lower capital expenditure

The Indian telecom market is a high density area, which means more
population per tower. This means lower capital expenditure cost.

Weakness

• Poor Telecommunication Infrastructure

Result : Large number of call

drops.
• Late adopters of New Technology
India will be among the last countries in the world to get access to 3G technology. Some
estimates suggest that nearly 132 countries across the world already have 3G technology and
mobile services in one form or the other.

• Most competitive market

10 to 12 companies offer mobile services in most parts of India, globally, the average is 4.

• A market strongly regulated by Government.

• Difficult to enter because of requirement of huge financial

resources. E.g Auction of 3G license has reached Rs

15814.15 crores.

Opportunity

• 3G Telecom services and 4G services

• More Quality Service

Mobile Number Portability will force the Service provider to improve


their quality to avoid losing subscribers

• Value added Services (VAS)

The mobile value added services include, text or SMS, menu based
services, downloading of music or ringtones, mobile TV, videos,
streaming, sophisticated m-commerce applications etc.

Mobile banking, Mobile Ticketing etc

• Boost to Telecom Manufacturing Companies


Production of telecom equipments in value terms has increased from Rs. 412700 million (2007-
08) to Rs.488000 million during 2008-09 and expected to increase to Rs. 575840 million during
2009-10.

• Telecom Equipment Exports

The Indian telecom industry is expected to reach a size of Rs 344,921 crore


by 2012 at a growth rate of over 26 per cent, and generate employment
opportunities for about 10 million people during the same period.The sector
would create direct employment for 2.8 million people and for 7 million
indirectly, according to a Frost and Sullivan report.

• Horizontal Integration

Entry Into other consumer segments leveraging the present channels

E.g. DTH service like Reliance BIG TV, Tata SKY, Airtel digital TV by
telecom majors like Reliance, Tata and Airtel Respectively.

Other examples : Airtel website builder

• More scope in content related services, since, the consumer is influenced by local
culture.

Local festivals like Baisakhi, Chhath Puja, religious festivals like Diwali,
Chrismas etc., National festivals like Independence Day etc.
Threats

• Telecommunication Policies

e.g. Trai's 2G direction affecting new players most notably Tata Teleservices,
Norway’s Telenor and Essar-owned Loop Telecom

Renewal of 2G license on the basis of market rates of 3G auctions

TRAI intentions of rolling out 4G or the fourth-generation technology,


known as the ultra-broadband in 2-3 years raising fears rendering 3G
services somewhat obsolete.

• Declining ARPU (average Revenue per user)

E.g. price wars like per-second billing which is deflating revenues and
making sure the ‘survival of the fittest’
About the merger

Vodafone India and Idea Cellular, India's second-and third ranked telcos that are
merging, are working on a new name and brand identity for the combined entity,
which may come into effect a year after the transaction closes, people familiar with
the matter said.

"There will be a new brand identity — work has started on it," a senior consultant
working on the merged company's new identity said, speaking on the condition of
anonymity due to non-disclosure agreements. The UK-based Vodafone and the
Kumar Mangalam Birla-owned Idea are chalking out a new positioning that will
attract customers and retain the recall value associated with both the parent
companies, according to the people.

Advantages of merger

 Vodafone to combine its subsidiary Vodafone India (excluding its 42 per


cent stake in Indus Towers) with Idea, which is listed on the Indian
Stock Exchanges.

 Highly complementary combination will create India’s largest telecoms


operator1 with the country’s widest mobile network and a strong
commitment to deliver the Indian government’s ‘Digital India’ vision.

 Sustained investment by the combined entity will accelerate the pan-


India expansion of wireless broadband services using 4G/4G+/5G
technologies, support the introduction of digital content and ‘Internet
of Things’ (IoT) services as well as expand financial inclusion through
mobile money services for the benefit of Indian consumers, businesses
and society as a whole.
Chapter-2

Introduction of research work

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 survey can provide the researcher with a wealth of
information, valuable of the marketing function.

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 needs to be aware of the relevant objective and need of consumer and how their
objectives might best be surveyed by the products.

We have done the research on service various provided by idea and Vodafone. The main
aim of this project is to know the why customer is prefer Idea or Vodafone?
Theoretical framework

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 customers and for continuous sales of
the products and services of the company to customers. This establishes the needs and the
importance of customer satisfaction. The satisfaction of consumers is different from one to
another. Because, each consumer has the different behavior in their life. So, the marketer
satisfies the consumer, he must very well know the behavior of consumer.

Consumer behavior

The term consumer behavior may be defined as the behavior 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, behavior of all potential customers as they become aware of evaluation, purchase
and consumption and tell other about products and services”.

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.
Segmentation of the Indian Telecom Consumer Market
Market factor that affects mobile services
There are basically two market factors which are considered while
segmenting the market as well as deciding the strategic moves for
the markets and competition.
1) Strategic Factors
2) Economic Factors
Literature Review

Anita Seth, K.Momaya, H.M.Gupta(2005), E-Service Delivery in Cellular Mobile


Communication. In this research industry has provided the necessary push to provide
continuously superior customer services. The entry of global players has further added to
the competitive pressure in India. Improving the quality of service delivery can enable the
cellular mobile service providers to create differentiation in order to gain profitability and
competitive advantage

K. A. Silva, S. T. W. S. Yapa(2008), Customer Retention: With Special Reference to


Telecommunication Industry in Sri Lanka. With the increased competition telecom service
providers find it difficult to retain the existing customers. In that context the objective of
this research was to identify the main factors that determine the customer loyalty of
corporate telecommunication customers. Therefore, the findings of this research provide a
guideline for service providers in designing customer loyalty programmes.

This research aims at answering what are the factors contributing towards customer
satisfaction in Pakistani mobile cellular services? The results confirmed a multidimensional
construct of customer satisfaction in Pakistani cellular phone communication sector. The
findings suggest that customer satisfaction of cellular phone users in Pakistan constitute of
four factors including price, transmission quality, usage ease and service support

Mohammed Sohel (2009), The Analysis of Customer Loyalty in Bangladeshi Mobile Phone
Operator Industry. The purpose of this paper is to examine the relationship between switching
cost, corporate image, trust and customer loyalty. The research finds that although all the
independent variables, switching cost, corporate image, and trust have certain degree of
relationship with the dependent variable, customer loyalty, only trust has the strongest
relationship with customer loyalty. The findings suggests that mangers of these mobile
operators should put more focus of building corporate image and analyze more carefully the
reason for customers to switch brands in this industry in order to increase loyalty among
these customers.

This research has proposed a conceptual framework to investigate the effects of customers’
perceived service quality, trust, and customer satisfaction on customer loyalty. The results
of the study indicate that trust and customer satisfaction are significantly and positively
related to customer loyalty. Customer satisfaction has found to be an important mediator
between perceived service quality and customer loyalty.

Further to this, the study explores the strategies which can sustain a good working
relationship between the company and its channel members in the mobile telecom sector.
Motivating distributors was rated as the most important strategy by the company. Such
findings will be of use to mobile telecom companies who are new entrants to the Indian
market and to existing companies who plan to expand their coverage.
Objectives of research

The Objectives of a research project summarize what is to be achieved by the study.


Objectives should be closely related to the statement of the problem. The main objectives of
this research are to analyze which company is more preferable one by the customer in terms
of the various service provided by the company. The services in terms of customer care,
schemes, Network etc.

• To study the customer satisfaction towards mobile service providers.


• To study and identify how the customers are benefited.
• To know the user are what expecting from the company.
• To offer valuable suggestions to improve the services of cell Phones Company.
• To know which company provide the best services.

• To know the position of the both the companies after merger.


Research methodology

Sample size

The data is collected randomly irrespective of the category of the people who using the
sim-card of Idea and Vodafone in the form of questionnaire and the sample size is 100
respondents.

Idea user surveyed-50

Vodafone user surveyd-50

Data collection process

The study undertaken there to be mainly based on the primary data i.e.
structured questionnaire is designed.

Types of Research

Exploratory research

Presentation of data

The data collected is then coded in the tables to make the things presentable and
more effective. The results are shown by tables which will help us to easy and
effective presentation and hence results are being obtained.
Data analysis and Interpretation
Q-1 Which kind of service you have…
Idea Vodafone
Pre-paid 49 48
Post-paid 1 2

60

49 48
50

40

30 Pre-paid
Post-paid
20

10
1 2
0
Idea Vodafone

Interpretation
From the Above graph we can clearly see that most of the respondents are using the pre-paid
connection for their mobile phone. Out of total respondents there are only three respondents are
using the post-paid connection from which one from Idea and two from Vodafone.
Q-2 How long have you used the service of that company?

Less the 3 months 3 to 6 months 6 to year Year to 2 year Over 2 year


Idea 2 6 19 10 13
Vodafone 4 7 22 5 12

25
22

20 19

15
13 12
10 Idea
10
Vodafone
6 7
5
5 4
2

0
Less the 3 3 to 6 6 to year Year to 2 Over 2 year
months months year

Interpretation

For the company it is beneficial to company use the service longer time. Here, there are
only few respondents of the both companies who have using services less than three
months. Majority of the respondents using services from six month to one year. So, we can
say that these respondents are the satisfied with the company.
Q-3 Are you satisfied with the Charges taken by the company on various schemes?

Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied


Idea 8 29 7 4 2
Vodafone 17 26 3 4 0

35
29
30
26
25

20 17
15 Idea
Vodafone
10 8 7
4 4
5 3 2
0
0
Highly Satisfied Neutral Dissatisfied Highly
satisfied dissatisfied

Interpretation

The customer is mostly considering the various chargers on various schemes charged by the
company before purchasing the sim-card. In above chart we can clearly see that the majority of
the respondents are satisfied on whatever charges taken by the company. The dissatisfied
respondents are equal in numbers in case of both companies that is four respondents.
Q-4 Recharge Facility of company is satisfactory? (Retailer, Coupon, ATMs, Internet)

Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied


Idea 14 28 6 1 1
Vodafone 13 36 1 0 0

40
36
35
30 28
25

20
Idea
15 14 13
Vodafone
10
6
5
1 1 0 1 0
0
Highly Satisfied Neutral Dissatisfied Highly
satisfied dissatisfied

Interpretation

Customer also takes in to consideration the recharge facility before purchasing the any new
sim-card. At present customer also consider the online recharge facility, recharge facility
through ATMs etc. here, both the companies provide all the facility like ATMs, Internet,
Retailer and Recharge coupon so customer can get easy and fast recharge. In case of
Vodafone there are no respondents are dissatisfied.
Q-5 Are you satisfied with the network (coverage) of the company?

Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied


Idea 15 22 9 4 0
Vodafone 24 19 5 1 1

30

25 24
22

20 19

15
15
Idea
10 9 Vodafone
5
4
5
1 0 1
0
Highly Satisfied Neutral Dissatisfied Highly
satisfied dissatisfied

Interpretation

Coverage is the prime element for the customer. In above chart we can clearly say that the
most of the respondents of both the companies are satisfied with the network facility
provided by the company. They think that the network service is satisfactory. In above chart
we can also see that some negative response given by the respondents but it is negligible.
Q-6 Evaluating your most recent customer service experience, were you satisfied with
quality of service ?

Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied


Idea 13 23 9 2 3
Vodafone 19 23 8 0 0

25 23 23

20 19

15 13

9 Idea
10 8
Vodafone

5 3
2
0 0
0
Highly Satisfied Neutral Dissatisfied Highly
satisfied dissatisfied

Interpretation

From the above data interpretation we can conclude that Vodafone is the best service
provider of customer care service rather than Idea. In all five options Vodafone is the best
customer care service provider. There are equal numbers of respondents are satisfy with the
care services. In case of Idea two customers are dissatisfied and three customers are highly
dissatisfied but in case of Vodafone no negative responses for the customer care service. So,
we can say that the Vodafone is the best for customer care service.
Q-7 Are you satisfied with the representative ability to help you to resolve your problem?

Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied


Idea 10 26 8 3 3
Vodafone 17 26 5 2 0

30
26 26
25

20
17

15
Idea
10
10 8 Vodafone
5
5 3 2 3
0
0
Highly Satisfied Neutral Dissatisfied Highly
satisfied dissatisfied

Interpretation

The main task of the customer care centre is to solve the various problems related to
services which are facing by the users. So, to solve this problem is more important. Here we
can see that the customer believes that there problems are solved by the customer care
centre. There are equal number of respondents are satisfied with the representative ability to
solve problem. There are some negative responses from the Idea user.
Q-8 The customer service representative was very knowledgeable…

Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied


Idea 11 22 12 4 1
Vodafone 11 25 6 6 2

30
25
25
22

20

15
11 11 12 Idea
10 Vodafone
6 6
5 4
1 2
0
Highly Satisfied Neutral Dissatisfied Highly
satisfied dissatisfied

Interpretation

Above data analysis shows that most of the users of both companies found that their customer
service provider is knowledgeable. There are equal numbers of respondents are highly satisfied
and they believe that the employee of customer care centre is knowledgeable and they are able
to solve any problem related mobile service but also some negative response
found in case of both thecompanies.
Q-9 The waiting time for solves your question addressed was satisfactory…

Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied


Idea 12 22 8 5 3
Vodafone 10 26 7 6 1

30
26
25
22

20

15
12 Idea
10
Vodafone
10 8 7
5 6
5 3
1
0
Highly Satisfied Neutral Dissatisfied Highly
satisfied dissatisfied

Interpretation

It is necessary to solve the problem of customer in given period of time. Above data
analysis shows that most of the users of both the companies are found satisfactory with the
waiting time for their queries resolved. If we particularly discuss for Vodafone service
provider then it is best for to solve the problem with in time limit then Idea. So, Idea
should more focus on how to solve the problem with in time limit.
Q-10 The customer service representative was very courteous…

Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied


Idea 9 30 4 5 2
Vodafone 14 29 5 0 2

35
30 29
30

25

20

15 14 Idea

9 Vodafone
10
4 5 5
5 2 2
0
0
Highly Satisfied Neutral Dissatisfied Highly
satisfied dissatisfied

Interpretation

It has been found that customers of both telecom services providers are satisfied with
courteous response of customer care representative. It shows that both service providers
focus on training of their customer care representatives to respond very kindly and help in
solving the problems of customers however there is somewhat dissatisfaction from
customers of both service providers.
Q-11 Are you satisfied with the VAS (value added services) offered by the company?

Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied


Idea 11 23 10 6 0
Vodafone 13 24 11 2 0

30

24
25 23

20

15 13
Idea
11 10 11
10 Vodafone
6
5
2
0 0
0
Highly Satisfied Neutral Dissatisfied Highly
satisfied dissatisfied

Interpretation

Users of mobile phones always prefer the VAS (value added services) from the
companies. These services include the SMS pack, Internet pack, Cricket alerts, missed
call alerts, astrology etc. Idea and Vodafone both company provides various value added
services according to the users preferences. So, in above chart we can see that there are
negigble. Negative responses from user.
Q-12 Are you satisfied with the company if when they launch new service and the ways to
inform you?

Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied


Idea 8 32 6 3 1
Vodafone 8 33 6 3 0

33
35 32
30

25

20

15 Idea
Vodafone
10 8 8
6 6
5 3 3
1 0
0
Highly Satisfied Neutral Dissatisfied Highly
satisfied dissatisfied

Interpretation

It is necessary for the company to inform the mobile phone users when they launched the
new schemes. Here, users believes that the when the company introduced the any new
schemes at that time they informed through calls as well as messages. There are most of
equal number of responses given by the users of idea and Vodafone.
Q-13 Overall, how would you describe your satisfactory scale?

Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied


Idea 5 35 7 2 1
Vodafone 16 26 7 1 0

40
35
35
30
26
25
20
16 Idea
15
Vodafone
10 7 7
5
5
2 1 1 0
0
Highly Satisfied Neutral Dissatisfied Highly
satisfied dissatisfied

Interpretation

Overall we can say that the both service provider are providing appropriate services to
their customer. In above chat we can clearly say that there are negligible negative
responses given by the users of both service providers but in case of Idea there is only
three users who gives the negative response. There are some equal number of responses
found in research who gives the neutral responses about the telecom service providers.
In short we can say that both companies are customers are satisfied with the companies
and their various schemes they offered.
Q-14 Rank the following VAS which attracted you the most to buy or retain the mobile
service:

Highly Highly
satisfied Satisfied Neutral Dissatisfied dissatisfied
Vodafon Ide Vodafon Ide Vodafon Vodafo Vodafo
Idea e a e a e Idea ne Idea ne
SMS pack 15 4 10 17 19 14 6 13 0 2
Concession Call
Rates 11 18 22 13 13 15 4 4 0 0
Internet Service 13 15 16 20 12 10 8 4 1 1
Full Talk Time 12 11 17 18 8 6 12 11 1 4

25

20

15

10 SMS pack
Concession Call Rates
5
Internet Service
0
Full Talk Time
Vodafone
Vodafone
Idea
Vodafone
Idea
Vodafone
Idea
Vodafone
Idea

H.S. Satisfied Neutral Dissatisfied H.D.

Interpretation

This question describes how the customers are satisfied or dissatisfied with the various
value added services offered by the Idea and Vodafone. These value added services include
the SMS pack, concession call rates, internet services and full talk time services. In above
chart we can clearly see that the users have given more neutral responses rather than
satisfaction or dissatisfaction. So, we can say that the both company should make necessary
changes on these packs.
Findings

The main aim of the project report is to drawn out some information which is unknown for
the company. From the detailed research of project the main findings for both the
companies are as follows.

• The Vodafone users are the more satisfied with the company rather then Idea users.

• Most of the customers are prefer the pre-paid connection then post-paid.

• Majority of the users of both companies are using the card since more then one yea

• Vodafone provides better customer care services rather then Idea.

• If we consider the SMS pack of both the companies Idea is best then Vodafone.

• Customer are believes that Idea is better then for providing Full talk time service.

• pre and post merger effect on idea and vodafone


Suggestions

The main aim of the research is to find out some points in which company does not doing
well. In this project i am recommending some suggestion for both the companies. The
suggestions are as follows:

• There are only few respondents who are using the post-paid service so both the
company should try to capture new post-paid service user.

• This merger make a good financial health in telecom industry.

• Vodafone provides the best recharge facility to their customer as compare to Idea.
So, Idea should make more appropriate option for the recharge facility.
Conclusions

From the detailed analysis of the project report we can say that, users are satisfied with the
company whatever service they offer. The dissatisfaction level is negligible among the users
of idea and Vodafone. Both the companies are provided the services according to the
customers expectations. Idea and Vodafone both company offers the various recharge
facility like recharge through ATMs, Internet, Recharge voucher etc.

Idea and Vodafone offers various value added schemes like Missed call alerts, SMS packs,
Full talk time services, astrology, Job alerts, Internet services and other facilities. Both the
companies attract the new customers by offering various value added services.

So, overall we conclude that the Idea and Vodafone provides the best services according to
the customers’ expectations.
References
www.ideacellular.com

www.vodafone.in
www.questionpro.com

economicstimes.indiatimes.com
Annexure

Name: __________________________________________________________________

Age: _______________________________________Gender: ______________________

Mobile No: __________________________________Place: ________________________

Q-1 Which kind of service you have…

Pre-paid [ ] Post-paid [ ]

Q-2 How long have you used the service of that company?

Less than Three month [ ] 3 to 6 months [ ]

6 months to a year [ ] 1 to 2 years [ ]

Over 2 years [ ]

Q-3 Are you satisfied with the Charges taken by the company on various schemes?

Strongly satisfied [ ] Satisfied [ ]

Neutral [ ] Dissatisfied [ ]

Strongly dissatisfied [ ]

Q-4 Evaluating Recharge Facility of company… (Retailer, Coupon, ATMs, Internet)

Strongly satisfied [ ] Satisfied [ ]

Neutral [ ] Dissatisfied [ ]

Strongly dissatisfied [ ]
Q-5 Are you satisfied with the network (coverage) provided by the company?

Strongly satisfied [ ] Satisfied [ ]

Neutral [ ] Dissatisfied [ ]

Strongly dissatisfied [ ]

Q-6 Evaluating your most recent customer service experience, was the quality of service
you received:

Strongly satisfied [ ] Satisfied [ ]

Neutral [ ] Dissatisfied [ ]

Strongly dissatisfied [ ]

Q-7 Are you satisfied with the representative ability to help you to resolve your problem?

Strongly satisfied [ ] Satisfied [ ]

Neutral [ ] Dissatisfied [ ]

Strongly dissatisfied [ ]

Q-8 The customer service representative was very knowledgeable…

Strongly satisfied [ ] Satisfied [ ]

Neutral [ ] Dissatisfied [ ]

Strongly dissatisfied [ ]

Q-9 The waiting time for solves your question addressed was satisfactory…

Strongly satisfied [ ] Satisfied [ ]

Neutral [ ] Dissatisfied [ ]

Strongly dissatisfied [ ]

Q-10 The customer service representative was very courteous…

Strongly satisfied [ ] Satisfied [ ]


Neutral [ ] Dissatisfied [ ]

Strongly dissatisfied [ ]

Q-11 Are you satisfied with the VAS (value added services) offered by the company?

Strongly satisfied [ ] Satisfied [ ]

Neutral [ ] Dissatisfied [ ]

Strongly dissatisfied [ ]

Q-12 Are you satisfied with the company if whatever new service launched and they inform
you?

Strongly satisfied [ ] Satisfied [ ]

Neutral [ ] Dissatisfied [ ]

Strongly dissatisfied [ ]

Strongly satisfied [ ] Satisfied [ ]

Neutral [ ] Dissatisfied [ ]

Strongly dissatisfied [ ]

Q-14 Rank the following VAS which attracted you the most to buy or retain the mobile
service:(One to Five)

SMS pack []

Concession Call Rates []

Internet Service []

Full Talk Time []


Q-15 Suggestion if any,

_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_________.

Thank you for spending your precious time on filling in the questionnaire for us!

Вам также может понравиться