EXECUTIVE SUMMARY TATA DOCOMO is Tata Teleservices Limited's TTSL telecom service on the GSM platform arising out

of the Tata Group's strategic alliance with Japanese teleco m major NTT DOCOMO in November 2008. Tata Teleservices has received a pan-India license to operate GSM telecom services, under the brand TATA DOCOMO and has also been allotted spectrum in 18 telecom Circles. TTSL and has already rolled out its ser vices invarious circles. India is the fastest growing major mobile market in the world.Building on leadin g position in the market,TTSL. Aims to capitalize on the growth potential to signi ficantly increase the subscriber base and market share. The telecomm sector is increasing day by day and the competition is getting more and tougher. Initially tataservice wa s providing CDMA and after tighup with DOCOMO they come up in GSM as TATADOCOMO. The project is about customer satisfaction for Tata Teleservices Limited with sp ecial Reference to GSM prepaid customer in jodhpur city. As the title suggest , how th e customer is satisfied with the service of Tata teleservice through GSM prepaid m obile. The primary objective of this rcsearch project is to find the satisfaction level of GSM prepaid mobile user and to find out the reason why user prefer any particular technology. The second objective was to study the features of the technology. The research was carried out in survey method. The data for this research was co llected by two methods. Primary data was collected with the help of questionnaires and interviews. Different questionnaires were used for GSM and non existing users. Secondary data regarding company profile and GSM information was collected from internet. The sampling technique used was random sampling. The sampling size was 200 for each GSM, non existing user.

Working for Tata teleservice tough for a limited period was a pleasure for me no t only because I worked for one of the largest company but also because I learnt a lot about Tata. I came to know about the different behaviors of the customers.

INTRODUCTION Theoretical Framework Customer Satisfaction The 21-century belongs to the service sector. The customer of yesteryear was a s ilent person who uncomplainingly purchased the goods from the market place. There is a new customer emerging today. Customer satisfaction can be defined as, customer satisfaction is the feeling derived by the consumer when he compares the actual performance of the product s with the performance that he expects of it. The measurement of the customer satisfaction typically begging when a company realizes that their customer s are the people who provide the revenues that, hop eful, will cover expenses. Most companies start by establishing a customer satisfaction bas eline. Then they taegat year by year improvement. Understanding customer requirement and delivering superior quality goods and services to achieve composer satisfaction lead to the retention and growth of th e customer. General Idea about the satisfied customer : Satisfaction is a persona s feeling of the pleasure or disappointment. It is resul ting from comparing a product s perceived performance with his or her expectations from it. Satisfaction is more of an emotional concept. Today organization are aiming at h igh satisfaction rather then at customer delight because customers who are just sati sfied still find it easy to switch over when a batter offers comes along. Those who are high ly satisfied are much less ready to switch over . high satisfaction or delight crea tes an emotional bound with the brand and customer starts looking at an offering emotio nally and just rationally. The aim of marketing is to meet and satisfy target customers needs and wants but knowing customer is never simple. Customer may state their needs and wants but a ct otherwise. They may not be in touch with their deeper motivations. They may resp ond to influenchat to change their mind at the last minute. Some of today s most succe ssful companies are raising expectation and delivering performanses to match. These companies are aiming at TCS- Total customer Satisfaction.

Increasing competition (whether for-profit or nonprofit) is forcing businesses t o pay much more attention to satisfying customers. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differe ntiator and increasingly has become a key element of business strategy. Customer Loyalty . These four factors will greatly affect your ability to build a loyal customer ba se: . Products that are highly differentiated from those of the competition. . Higher-end products where price is not the primary buying factor. . Products with a high service component. . Multiple products for the same customer. . Loyal Customers and Loyal Workforces Building customer loyalty will be a lot easier if you have a loyal workforce-not at all a given these days. It is especially important to retain those employees who inter act with customers such as sales people, technical support, and customer-service people. Many companies give a lot of attention to retaining sales people but little to suppor t people. The increasing trend today is to send customer-service and technical-support cal ls into queue for the next available person. This builds no personal loyalty and probabl y less loyalty for the firm. Before going this route, be sure this is what your custome rs prefer. Instant Feedback Recently, many organizations have implemented feedback loops that allow them to capture feedback at the point of experience. For example, National Express, one of the UK's leading travel companies invites passengers to send text messages whilst ri ding the bus. This has been shown to be useful as it allows companies to improve thei r customer service before the customer defects, thus making it far more likely tha t the customer will return next time.

Listen to your customers. Is there anything more exasperating than telling someone what you want or what y our problem is and then discovering that that person hasn t been paying attention and needs to have it explained again? From a customer s point of view, I doubt it. Can the s ales pitches and the product babble. Let the customer talk and show them that you are listening by making the appropriate responses, such as suggesting how to solve t he problem.

TOOLS FOR TRACKING AND MEASURING CUSTOMSR SATISFACTION Complain and suggestion systems: A customer centered organization makes it easy for its customer to deliver sugge stion and complaints. Many restkaurents and hotels provide forms for guests to report what they liked and disliked there. Some companies establish hot lines whit toll-free telephone numbers. Companies are also adding Web pages E-mail to facilitate two way communication Satisfaction customer survey: Studies show that although customer are dissatisfied with one out of every four purchases, less than 5 percent of dissatisfied customer will complain. Most cust omers buy less or switch over to other suppliers. Responsive companies measure custome r satisfaction directly by conducting periodic survey s. They send questionnaires or make telephone calls to a random sample of recent customer. Lost customers analysis: Companies should contact customer who have stopped buying or who have switched over to another supplier to learn why this happened. Not only it is important to conduct exit interviws when customers first stop buying , but it is also necessery to mo nitor the customer loss rate.

PROMOTIONAL ACTIVITIES Promotion is fundamentally a tool to help apprise consumers of products and serv ices available to them. However, promotional activities today include various forms o f advertising as well as promotional gimmicks such as dirigibles at football games , coupons, and frequent flier miles. The goal of promotion is no longer simply pro duct awareness, but brand awareness, product loyalty and even corporate image. Many different promotions have come under criticism, particularly when they are judged to be illegal or unfair. Bait-and-switch refers to the practice of advert ising one product at a low price, but having none of that product on hand when consumers a rrive to make the purchase. Conveniently, this technique results in the seller having other, similar, more expensive products available. Putting aside the issue of promotional activities that are illegal, there remain examples of promotions that may be unscrupulous, or perhaps merely prejudicial. The poten tial for this arises when promotional activities are not directly associated with the product or service that is ostensibly being promoted. As an example, Virginia Slims spon sored a women's tennis tournament for many years. The sport of tennis received the fin ancial backing, and the cigarette was associated with a popular sport and received considerable publicity as its name was mentioned in legitimate sports coverage. SOME WELL KNOWN WAYS OF PROMOTIONAL ACTIVITIES: . Notes of Testimonials it gives the user a clear idea of how/what has been the feedback of previous users. . Press Releases of company/product. . Mention of awards/ social activity/ donations/ welfare activities. . Personalized features like address book, message boards, newsletter, newsgroups, mailing lists, e-mail, free space, chat room, cool pages, job

vacancy, links to various channels (news, stock/gold prices, entertainment, sports, cultural) . Links to other sites respective to their field. . Ad-banners/ link exchange . Event promotion: taking advantage of upcoming festivals, concerts, events. . Promotional activities (gifts, discounts, free offers, coupons). . Multi Lingual site. If target audience is in other countries, than a web site in that country's language becomes a must. Need of the study The present study is beneficial to TATA Teleservicesas it provides an integrated compact and comprehensive report about response towards telecomm sector in particular and overall organization activities in general. It also helps the organization in analyzing the perception of individuals towards communication business.

OBJECTIVES OF THE PROJECT . The objectives of this study/project as follows: . To study customer satisfaction level regarding the product and the product must be known. . To study customer satisfaction level regarding the value added services. the usage of the value added services is to be know by the organization in order to implement new innovation in future services. . To study the customer satisfaction regarding the customer care services and after sales service. . To study the benefits that the product was offering that the competitors were no t offering and to study if the customer were satisfied with the benefits

SCOPE OF THE STUDY . The study was conducted in the city of jodhpur to find out the level of customer satisfaction of Tata users. . The scope of the study only was confined to find out customer satisfaction. . The studies proceed only on the prepaid customers of Tata communication. . The scope of the study covered an in-depth analysis of the satisfaction of the customer in the city of JODHPUR. . The scope of the study is to analyze the brand preferences and consumer perception. . The scope of the study is also to know, what the customer expect from the company and what they provide.

PROMOTIONAL ACTIVITIES Following Promotional Activities have been done: . Performed canopy activities and leaflet distribution for brand promotion as well as product promotion. . Hired persons (male & female both) for A+ category outlet for the promotion of product. . Leaflet distribution through newspapers. . Introduce GPRS pack to create demand in youngsters, eg. Rs. 10/day with 2GB download. . Putting banners on autorikshaw for product promotion. . Launched Bangkok trip for retailer on SIM card sales target achievement. (Target-1200 activation in two months; Bangkok trip either Rs.30, 000.) . Started lucky draw for customer for every SIM card purchased. . Created achiever club for retailers, that club will give discount on authorized restaurants and hotels in Rajasthan. For achiever club membership every retailer has to sale 200 Docomo SIM card ever y month.

COMPANY PROFILE TATA DOCOMO is Tata Teleservices Limited's TTSL telecom service on the GSM platform arising out of the Tata Group's strategic alliance with Japanese teleco m major NTT DOCOMO in November 2008. Tata Teleservices has received a pan-India license to operate GSM telecom services, under the brand TATA DOCOMO and has also been allotted spectrum in 18 telecom Circles. TTSL and has already rolled out its ser vices invarious circles. The launch of the TATA DOCOMO brand marks a significant milestone Indian telecom landscape, as it stands to redefine the very face of telecoms in India. Tokyobased NTT DOCOMO is one of the world's leading mobile operators-in the Japanese market, the company is clearly the preferred mobile phone service provider with a50 percent market share. NTT DOCOMO has played a major role in the evolution of mobile telecommunications through its development of cutting-edge technologies and services. Over the year s, technologists at DOCOMO have defined industry benchmarks like 3G technologies, a s also products and services like the i-mode TM, mobile payment and a plethora of lifestyle-enhancing applications. Today, while most of the rest of the industry is only beginning to talk of LTE technology and its possible applications, DOCOMO has already started conducting LTE trials in physical geographies, not just inside laboratories! DOCOMO is also a global leader in the VAS (Value-Added Services) space, both in terms of services and handset designs, particularly integrating services at the platform stage. The Tata Group-NTT DOCOMO partnership will see offerings such as these being introduced in the Indian market under the TATA DOCOMO brand. TATA DOCOMO has also set up a 'Business and Technology Cooperation Committee, comprising of senior personnel from both companies. The committee is responsible for identification of the key areas where the two companies will work together. DOCO MO, the world s leading mobile operator will work closely with Tata Teleservices Limit ed management and provide know-how on helping the company develop its GSM business.

Despite being a late entrant, Tata Indicom, TTSL's CDMA brand, has already established its presence and is the fastest-growing pan-India operator. Incorpor ated in 1996, Tata Teleservices Limited is the pioneer of the CDMA 1x technology platfor m in India. Today Tata Teleservices Limited, along with Tata Teleservices (Maharashtr a) Ltd, serves over 37 million customers in more than 320,000 towns and villages ac ross the country offering a wide range of telephony services including Mobile Service s, Wireless Desktop Phones, Public Booth Telephony and Wire-line Services. HISTORY NTT Docomo holds 26% share in the jointly formed company. It has also emerged as the first mobile operator in India to have re-introduced per second pulse, after L oop Mobile (formerly BPL Mobile) discontinued their 'pay per second' service which w as introduced in 2004.From October 2009 TRAI announced that TATA teleservice is India's no.1 tele service brand Tata Teleservices Limited spearheads the Tata Gr oup s presence in the telecom sector. The Tata Group had revenues of around US $75 bil lion in financial year 2008-09, and includes over 90 companies, over 350,000 employee s worldwide and more than3.5million shareholders. Incorporated in 1996, Tata Teleservices Limited is the pioneer of the CDMA 1x technology platform in India. It has embarked on a growth path since the acquisi tion of Hughes Tele.com (India) Ltd [renamed Tata Teleservices (Maharashtra) Limited] by the Tata Group in 2002. It launched mobile operations in January 2005 under the brand Tata Indicom and today enjoys a pan-India presence through existing operations in all of India s 22 telecom Circles. The company is also the market leader in the fixed wir eless telephony market with its brand Walky. The company has recently introduced the b rand Photon to provide a variety of options for wireless mobile broadband access. The company s network has been rated as the Least Congested in India for last five consecutive quarters by the Telecom Regulatory Authority of India through independent surveys. Tata Teleservices Limited now also has a presence in the GSM space, through its joint venture with NTT DOCOMO of Japan, and offers differentiated products and service s

under the TATA DOCOMO brand name. TATA DOCOMO arises out of the Tata Group s strategic alliance with Japanese telecom major NTT DOCOMO in November 2008. TATA DOCOMO has received a pan-India license to operate GSM telecom services and has also been allotted spectrum in 18 telecom Circles. The company ha s rolled out GSM services in 14 of India s 22 telecom Circles in a quick span of und er six months. The company plans to launch pan-India operations by the end of FY 2009-1 0. TATA DOCOMO marks a significant milestone in the Indian telecom landscape, and has already redefined the very face of telecoms in India, being the first to pio neer the per-second tariff option-part of its Pay for What You Use pricing paradigm. Tokyobased NTT DOCOMO is one of the world s leading mobile operators-in the Japanese market, the company is the clear market leader, used by over 50 per cent of the ountry s mobile phone users. Today, Tata Teleservices Limited, along with Tata Teleservices (Maharashtra) Lim ited, serves over 58 million customers in more than 410,000 towns and villages across the country, with a bouquet of telephony services encompassing mobile services, wire less desktop phones, public booth telephony, wire line services and enterprise soluti ons. In December 2008, Tata Teleservices Limited announced a unique reverse equity sw ap strategic agreement between its telecom tower subsidiary, Wireless TT Info-Servi ces Limited, and Quippo Telecom Infrastructure Limited-with the combined entity kick ing off operations in early 2009 with 18,000 towers, thereby becoming the largest en tity in this space-and with the highest tenancy ratios in the industry. The WTTILQuippo combine is targeting over 50,000 towers by the end of FY 2010-11. SMS offers . AP -Pay for the First 3 Local SMS everyday and get the next 150 Local SMS free for the day . KK -Pay for the First Local/ National SMS everyday and get the next 100 Local/ National SMS free for the day . TN -Pay for the First 3 Local SMS everyday and get the next 750 Local SMS Free for day Pre-STD, ISD and National Roaming without rental. . Automatic alerts when your Balance is Low.

VISION We will leverage our strength in executing complex global-scale projects to make leading edge information and communication servies affordable by all individual consumers and business in india. We will offer unparalleled valu to create custo mer delight and enhance business productivity. We will also generate value for our capabilities beyond indian borders while enabling millions of India s knowledge workers to deliver their services globally. Market Competitors of Tata Docomo: . Airtel . Reliance Communication . BSNL . Idea . Aircel Vodafone SERVICES & NETWORK AVAILABLE: . Currently, Tata Docomo mobile services available in these following circles: . Bihar & Jharkhand . Tamil Nadu . Orissa . Andhra Pradesh . Karnataka . Kerala . Kolkata . Maharashtra & Goa

. Madhya Pradesh . Chhattisgarh . Haryana . Chennai . Eastern Uttar Pradesh . Western Uttar Pradesh . Punjab . Rajasthan ,Recently Launched . Rest of West Bengal, Recently Launched.

MARKETING STRATEGY Tata Docomo appears to be banking heavily on its tariff plans the company is offering a 1 second pulse instead of the usual 1 minute pulse that other telecom operators are offering. This means that consumers are charged on a per second ba sis, instead of a per minute basis, and end up saving money on unused seconds. A nift y little application How much can you really save on Docomo s website explains how this works. Rs. 0.01/second is a marked change from the Re 1/min and Rs. 0.49/mi n charges that usually applies. Now while this plan might sound unique, it isn t that it hasn t been tried before: b ack in 2004, Tata Indicom had launched 1 second pulse plans, which going by their curre nt plans, appears to have been shelved. Tata Indicom storms pr-paid market launches True Paid True Paid symbolizes the only "honest and transparent" pre-paid offering availab le In India True Paid is India's first T-SIM based mobile service offering optimum value fo r Money Tata Indicom launches 2 T-SIM-enabled and 4 non T-SIM-enabled handsets.

MARKETING MIX 4P S OF MARKETING MIX : . Product . Price . Place . Promotion. PRODUCT : TATA DOCOMO having good range of services. Tata Docomo provides both postpaid and prepaid services. Tata Docomo having good quality network which provides cla rity in voice. PRICE : It having attractive tariff plan: TATA DOCOMO having 1paisa /sec it is applicabl e for both prepaid and postpaid. PLACE It having good range of channels of distribution: As Tata already exist in this field of telecommunications as Tata Indicom. It has wide range of channels of distributio n to sell TATA DOCOMO services.

PROMOTION : Advertising: TATA DOCOMO following different style of advertising pattern in TV s and newspapers. Due to that reason it was reaching public very fast. ADVERTISING MEDIA CHANNELS : India - Tata Docomo, the youngest among telecom players in India to offer GSM, i s Presently banking on its services to garner visibility and a share in the teleco m pie. The launch of Tata Docomo also announced the intention of the brand to associate with the thought 'do'. Tata Docomo, for the first time in the country, offered pay-pe r-second billing; though other telecom providers have followed suit since. The company has carried out a few adverts that highlight the brand's unique feat ures and some other topical advertising during Ganesh Chaturthi and Diwali. The latest from the GSM provider is the 'Friendship Express' TVC. The ad opens i nside train, where everyone is doing their own thing. A couple of the travelers don't like the solemn mood and start humming the Docomo tune. Slowly and steadily, others pitch in and soon most of the train is singing along. The ad ends with the super, 'Why wa lk alone when we can dance together'.

SWOT ANALYSIS . STRENGTH . WEAKNESS . OPPORTUNITIES . THREATS STRENGTHS: . First to introduce seconds tariff plan (seconds pulse) . Good brand image of Tata services . Having large variety of plans . Plans are affordable by any common person. TYPE : Pulse rate 1 sec Price pack Rs.49 Validity life long CALL RATES: Local rates paisa/sec Tata Docomo 1 Tata CDMA 1 Other GSM 1

Landline/CDMA 1 STD rates Tata Docomo 2 Tata CDMA 2 Other GSM 2 WEAKNESS: . Signal strength. . Postpaid connections are not available as of now. . Customer services are not satisfactory. . Concentrating only on rural areas. . OPPORTUNITIES: . Have a great opportunity to expand its services. . To introduce any new plans for internet users. . Introduce 3G compatible services. . To introduce new combined plans like, SMS, Internet, Calling integrated offers. THREATES: If signal strength is not increased it may lead to change in the network service by the customers. Tata has to clarify whether this 1ps/sec will continue till its lifecycle. Heavy competition from all other network providers.

RESEARCH DESIGN AND METHODLOGY Research Description A research design is the determination and start of the general approach and str ategy adopted for a particular study or project. The research has undertaken a compreh ensive plan of the sequence of operation for the descriptive study to achieve the resea rch objectives with the arrangement of condition for collection and analysis of data . Methodologies . The methodologies of the study are following: . Developing the problem and research objective. . Developing the research plan for collection information. . developing sequential questionnaire to gather or collect data. . Implementing the research plan- collecting and analyzing the data. Sampling The term sampling means a part of population or subset from a set of unit which is provided by some process or other usually by deliberate selection with the objec t of provided by some process or other usually by deliberate selection whit the objec t of investigating the properties of the parent population is impossible task hence s ampling . the survey that is carried on using the given sample is called as survey there a re methods of sampling used for different methods of sampling used researcher. The concept of sampling can be explained with an examination of the tea testing when a person takes a sip of tea .He is actually testing the whole tea by testing of a part of it. In sampling instead of examining all the time only a few are examined as represe ntation and the conclusion are draw.

Sampling Design: In this research the convenience sampling is used which is essentially a nonprobability sampling. Here the researcher select the easiest members from which to obtain information and persuading them to become customer of the company .The researcher used his judgment to select population member who are good prospect f or the company. The respondent are surveyed as per their convenience those who can be the prospect for becoming customer. Sampling Unit This combines all those segment of the society who can be the prospects of becom ing customer. Some of them are who come at web world to pay the bill and for some queries etc. each of them are being targeted as per the convenience residing in Jodhpur. Sample Frame Two different sets of Questionnaire were prepared for interviewing the prospects . The one was for the existing TATA customer and other for ordinary customers who were using the competitors service. In total 200 questionnaires were completed who can be considered to be the prosp ect by the researcher. Sample Size The sample size of the respondents was taken as 200 considering the scope and constraints of the study. The sample size selected for this study appears to be adequate. Field work

The fieldwork was conducted for a period of 60 days in jodhpur. The interview an d presentation mode by researcher was carried for the duration of about 20 minutes .

SOURCE AND METHOD OF DATA COLLECTION The research was carried out with the help of types of data namely: Primary Data : In it we study various steps that are generally adopted by researcher in studyin g a research problem along with the methodology of research a long and The method of data was the way of survey method. This is this is the process whe re first hand information was collected. The research derives it after completing c ertain activities. This process is highly time consuming and also expensive. Under the survey method of collecting primary data a detailed examination is carried out to go ge t the require data. This was done by personal interview of the respondents. For that, questionnaire is prepared and the person to be interviewed is questioned on its basis. The method opted by me in this research was personal interview method. For this very purpose I had prepared the questionnaire the was directed towards the customer o f tata docomo prepaid mobile in jodhpur city. The basic reason to interview to know the satisfaction level of the TATA DOCOMO prepaid mobile users. Secondary Data The secondary data is readily complied data from statistical statements reports etc.The data can be obtained from either published or non published sources www.Tata docomo.com.

LIMITATION Geographical Constraints . Sample size was restricted to jodhpur city as it was difficult to approach peopl e outside that because of time constraint. So sample size was limited. . Improper decision- many respondent could not have sufficient time to answer/ fill the questionnaire. . Inadequate information- some of the questions were not answered/ filled properly or accurately. . Time limitation- we/ I had only 50 working days time for project it was insufficient to reach every segment and prospect. Limitation of the study . The study was limited to Tata docomo prepaid mobile user only. . The study was limited only to know the level of satisfaction of the prepaid Tata customer and no further action was taken to make them satisfied if they were not satisfied. . The study was limited to only sixty days so each and every aspect of satisfactio n could not be covered. The management did not disclose the confidential data.

PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

Q1) Are you using mobile? ANSWERS NO.OF RESPONDENTS PERCENTAGE% a YES 193 96.5 b NO 7 3.5 96.53.51234 Interpretation

The above graph shows that 96.5%people are using mobile and 3.5% people are not using mobile. Q2) Does it really matter whether you go for GSM or CDMA? ANSWER NO.OF RESPONDENTS PERCENTAGE % a YES 167 83.5 b NO 33 16.5 83.516.512 Interpretation

The above graph shows that people are more concerned about the technology they a re using.83.5% users are concerned about technology. And 16.5% users have no concer n from that. Q3) How would you rate the voice clarity of your GSM mobile connection? ANSWER NO.OF RESPONDENTS PERCENTAGE % a Excellent 32 16 b Good 113 56.5 c Average 43 21.5 d Bad 9 4.5 e Worst 3 1.5

1656.521.54.51.5010203040506012345Series11656.521.54.51.5010203040506012345Serie s1 Interpretation The above graph shows the rating given by GSM mobile users to the voice quality. 16% GSM users are delighted with quality and 56.5% users are satisfied with that.

Q4) How would you rate network coverage strength on GSM mobile connection? ANSWER NO.OF RESPONDENTS PERCENTAGE % a Excellent 93 46.5 b Good 63 31.5 c Average 34 17 d Bad 10 5 e Worst 0 0 46.531.5175012345 Interpretation The above graph depicts the coverage strength experienced by the GSM users. GSM users are getting better coverage strengths. 46.5% GSM users are highly satisfie d with network coverage. 31.5% users are satisfied, 5%are not satisfied with that.

Q5) How would you rate supplementary facilities like call wait, call hold, call forward, call divert, call conference on GSM mobile connection? ANSWER NO.OF RESPONDENTS PERCENTAGE % a Excellent 48 24 b Good 76 38 c Average 68 34 d Bad 8 4 e Worst 0 0 2438344012345 Interpretation The above graphs shows the satisfaction level of GSM mobile users .24% users are highly satisfied, 38% are satisfied, 34% are find it average and 4% are dissatis fied with supplementary services offered to them.

Q6) How would you rate the Internet connectivity and data transfer service on GS M? ANSWER NO.OF RESPONDENTS PERCENTAGE % a Excellent 60 30 b Good 77 38.5 c Average 45 22.5 d Bad 13 36.5 e Worst 5 2.5 3038.522.536.52.512345 Interpretation Still many people are not aware of internet services offered to them by their se rvices provider .GSM users are more satisfied with the internet and data services offer ed to them then other competitors. 30% users are highly satisfied, 22.5% are found it average, and 36.5% are nit satisfied with that.

Q7) How would you rate security and confidentiality regarding call theft on GSM mobile connection? ANSWER NO.OF RESPONDENTS PERCENTAGE % a Excellent 25 12.5 b Good 79 39.5 c Average 75 37.5 d Bad 16 8 e Worst 5 2.5 12.539.537.582.512345 Interpretation The above graph shows that security and confidentiality regarding call theft on GSM mobile connection is good as number of respondents consider it at satisfactory l evel. 39.5%users find it good,37.5% users find it average, and 8% users find it not at satisfactory level.

Q8) How would you rate dual personal and business number facility on GSM mobile connection? ANSWER NO.OF RESPONDENTS PERCENTAGE % a Excellent 20 10 b Good 84 42 c Average 73 36.5 d Bad 19 9.5 e Worst 4 2 104236.59.5212345 Interpretation Although 10% find it excellent but 42% users find it good, 36.5% users find it a verage, 9.5% find it bad and 2% find it not satisfactory .

Q9) ) How would you rate the price of your GSM handsets compared to CDMA? ANSWER NO.OF RESPONDENTS PERCENTAGE a Expensive 90 45 b Cheaper 45 32.5 C Same as CDMA handset 65 22.2 4532.522.2123 Interpretation Very less 32.5% users said that GSM handsets are cheaper. Majority of GSM users i.e.45% said that GSM handsets are more expensive than CDMA handset. Q10) How would you rate tariff rate of your Tata Docomo prepaid connection?

ANSWER NO.OF RESPONDENTS PERCENTAGE a Excellent 15 7.5 b Good 65 32.5 c Average 85 42.5 d Bad 25 12.5 e Worst 10 5 7.532.542.512.5512345 Interpretation 7.5% Tata Docomo mobile users find it excellent, majority of users 42.5%find it average, 12.5% are not satisfied with it. Q11) ) How would you rate STD tariff plans of Tata Docomo communication?

ANSWER NO.OF RESPONDENTS PERCENTAGE % a Excellent 75 37.5 b Good 85 42.5 c Average 35 17.5 d Bad 5 2.5 e Worst 0 0 37.542.517.52.5012345

ANSWER NO.OF RESPONDENTS PERCENTAGE % a Excellent 17 8.5 b Good 35 17.5 c Average 74 37 d Bad 46 23 e Worst 28 14 8.517.537231412345 Interpretation When I asked the customers of Tata Docomo about the services of Tata Docomo customer care 17% said that it is excellent. And most of customers find it avera ge. Some of them said they are not satisfied with their services. Q13) How would you rate the overall performance of GSM technology based on your experience with it?

ANSWER NO.OF RESPONDENTS PERCENTAGE % a Excellent 16 8 b Good 75 37.5 c Average 79 39.5 d Bad 23 11.5 e Worst 7 3.5 837.539.511.53.512345 Interpretation 37.5% people find it good and majority of people find it average. There are some people who are not having the good experience with that. Q14)According to you what is the biggest strength of GSM mobile?

ANSWER NO.OF RESPONDENTS PERCENTAGE % a Voice clarity 62 31 b Cheaper internet facilities with less expensive handsets 56 28 c Cheaper handset with more features 48 24 d Less chances of handset theft 34 17 312824171234 Interpretation Majority of GSM users consider good voice clarity as the biggest strength of GSM . According to 17% of users lesser chances of handset theft is the biggest strengt h of

GSM.24% of users say that cheaper handset with more features make GSM a popular choice. Q15) According to you what is the biggest weakness of GSM mobile? ANSWER NO.OF RESPONDENTS PERCENTAGE % A Less flexibility of changing service provider 79 39.5 b International roaming very limited 121 60.5 39.560.512 Interpretation The majority of users said that the biggest weakness of GSM is the limited inter national roaming facility.

Q16) Based on your experience with GSM technology are you likely to recommend GSM technology to your friends and relatives who may be planning to purchase a n ew mobile? ANSWER NO.OF RESPONDENTS PERCENTAGE a Yes 89 44.5 b No 41 20.5 C Can t say 70 35 50 45 40 35 30 25 20 15 10 5 0

44.5 35 20.5 123

Series1 Interpretation 44.5% users will like to recommend the GSM technology to their friends and relatives.20.5% users would not recommend it to their friends, and 35% are not s ure for that.

Q17) I s Tata Docomo prepaid voucher easily available at retailer outlet? ANSWER NO.OF RESPONDENTS PERCENTAGE a Yes 102 51 b No 46 23 C Sometimes not available 52 26 5123260102030405060123Series1 Interpretation Majority of respondents 51% found prepaid voucher easily available at retail out let, 23% say that it is not easily available, and 26% found it not available at somet imes.

Q18) ) How would you rate international roaming facility on GSM mobile connectio n? ANSWER NO.OF RESPONDENTS PERCENTAGE % a Excellent 15 7.5 b Good 44 22 c Average 50 25 d Bad 56 28 e Worst 35 17.5 7.522252817.505101520253012345Series1 Interpretation Majority of people find international roaming facility is not satisfactory.22% f ind its good 28% find its not satisfactory.

Q19) Do you think GSM will dominant in the future? ANSWER NO.OF RESPONDENTS PERCENTAGE a Yes 66 33 b No 65 32.5 C Can t say 69 34.5 35 34.5 34 33.5 33 32.5 32 31.5 33 32.5 34.5 123

Series1 Interpretation 33% users consider that GSM will be dominant in the future.32.5% don t consider so.34.5% users remain silent on this question.

FINDINGS . It is found that TATA Teleservices is the first company to launch prepaid 1 pec. p/sec. services in the country. . The call rates are found to be at par with the other competitors. . The availability of the recharge voucher was found good. But some time it is not available. . Most of the respondents found the customer care service is not satisfactory. . Nearly all the respondents told that Quick Problem Solving is desirable quality in the customer care Executives. . The queries and problem of the customer were solved but not immediately, there is a scope for improvement. . More stress was given on customer acquisition then satisfying the Existing customers. . While conducting a survey it was found that still many people are not aware of the term GSM and CDMA even they basic difference between them. . The voise clarity of GSM is batter than CDMA. When CDMA phones are near any digital or magnetic instrument the poor crack due to interference and also cross connection problems are faced by some of the users. . GSM users are satisfied with good coverage strength anywhere. . Many people who are interested in internet connectivity and data transfer services get attracted to GSM . As internet connectivity and data transfer is cheaper with GSM. . It is found that international roaming facility is not so good as is should be. . Supplementary facilities like call wait call forward, call hold, call divert, ca ll conference is satisfied the users. . It is found that overall performance of GSM technology is good.

SUGGESTION . The availability of recharge voucher should be made available when required by the customers. As this give the good impression about the company. . The network coverage is another asset for the company s image, which needs to be preserved in future. . THE overall image of the customer care services was found to be good but with some loopholes related to delays in problem solving. . The company should be more prompt in handling the queries and problem of the customer, which is vary essential for the prepaid card so as to retain the customers with the company in future. . The customer care executives should be more efficient in handling the customer and also more friendly and polite their conversation ,while dealing with the customer. . After sales service is required to be maintained properly, which is not up to th e mark. . Call rates is affordable so it should be maintained at this level. . Many people are using mobile, but majority of them are not aware of the technology they are using . many tine it happens that a person doesn t know which technology satisfied his need. Hence awareness should be created among them regarding advantages and differences in the technology. . Supplementary facilities like call wait, call forward, call hold, call divert, c all conference should be made more effective to attract customers.

CONCLUSION After analyzing and interpretation of the various graphs and findings I have arr ived at the conclusion that the overall satisfaction level of GSM prepaid customer is go od. In some reference and in other they are not satisfied. As TATA communication is a b rand name in itself so customer feel good for that and also expects a lot from that. And when their expectations don t match with company service, whatever they provide, they become dissatisfied. For long run process brand image and price plays a vary important role in succes s and elements of brand equity are: The awareness it enjoy, the advertising viewer ship it has the image or perceive d quality in the mind of customer, advertising association and symbol. Successful development of brand equity that drives the mark position, persisting over long period of time and is capable of resisting competitors. The new competition is not between what companies produce in their factories, bu t between what value they add to their products in the form of maximum customer satisfaction, after sales service etc. . I wish that company would achieve its goal with all their efforts.

ANNEXURE Questionnaire Personal details:Name: Address: Occupation: Gender: - Male ( ) Female ( ) Q1) Are you using mobile? a) Yes b) No Q2) Does it really matter whether you go for GSM or CDMA? a) Yes b) No Q3) How would you rate the voice quality of your GSM mobile connection? a) Excellent b) Good c) Average d) Bad e) Worst Q4) How would you rate network coverage strength on GSM mobile connection? a) Excellent b) Good c) Average d) Bad e) Worst

Q5) How would you rate supplementary facilities like call wait, call hold, call forward, call divert, call conference on GSM mobile connection? a) Excellent b) Good c) Average d) Bad e) Worst Q6) How would you rate international roaming facility on GSM mobile connection? a) Excellent b) Good c) Average d) Bad e) Worst Q7) How would you rate internet connectivity and data transfer service on GSM? a) Excellent b) Good c) Average d) Bad e) Worst Q8) How would you rate security and confidentiality regarding call theft on GSM mobile connection? a) Excellent b) Good c) Average d) Bad e) Worst Q9) How would you rate dual personal and business number facility on GSM mobile connection? a) Excellent b) Good c) Average d) Bad e) Worst

Q10) How would you rate the price of your GSM handsets compared to CDMA? a) Expensive b) same as CDMA handsets c) Cheaper Q11) How would you rate tariff rate of your Tata Docomo prepaid connection? a) Excellent b) Good c) Average d) Bad e) Worst Q12) How would you rate STD tariff plans of Tata Docomo communication? a) Excellent b) Good c) Average d) Bad e) Worst Q13) How would you rate the customer care service of Tata Docomo mobile connection? a) Excellent b) Good c) Average d) Bad e) Worst Q14 How would you rate the overall performance of GSM technology based on your experience with it? a) Excellent b) Good c) Average d) Bad e) Worst

Q15) According to you what is the biggest strength of GSM mobile? Voice clarity Cheaper internet facilities with less expensive handsets Cheaper handsets with more features. Less chances of handset theft. Q16) According to you what is the biggest weakness of GSM mobile? Less flexibility of changing service provider. International roaming very limited. Q17) Based on your experience with GSM technology are you likely to recommend GSM technology to your friends and relatives who may be planning to purchase a n ew mobile? a) Yes b) No c) can t say Q18) Do you think GSM will dominant in the future? . Q19) Is Tata Docomo prepaid voucher easily available at retailer outlet? .