A PROJECT REPORT ON A STUDY ON CUSTOMER SATISFACTION ON PREPAID CELLULAR CONNECTION WITH SPECIAL REFERENCE TO RELIANCE IN BHILAI Submitted to Pt.

Ravishankar Shukla University, Raipur In the partial fulfillment for the awarded of the degree Bachelor of Business Administration Session 2009 2012 Submitted By: VIKASH GAVEL (BBA VI SEM) Approved By: Dr. S.K.Sen Principal Guided By: Mr.SUSHIL PUNWATKAR Asst. Prof.

G.D. Rungta College of Science & Technology Kohka- Kurud Road, Bhilai

Declaration
I VIKASH GAVEL undersigned solemnly declare that the report of the research work entitled A STUDY ON CUSTOMER SATISFACTION ON PREPAID CELLULAR CONNECTION WITH SPECIAL REFERENCE TO RELIANCE IN BHILAI. is based on my own work carried out during the course of my study under the supervision of Mr.SUSHIL PUNWATKAR (Asst.Prof). I assert that the statements made and conclusions drawn are an outcome of my research work. I further declare that to the best of my knowledge and belief the report does not contain any part of any work which has been submitted for the award of BBA degree or any other degree/diploma/certificate in this University or any other University of India or abroad.

_____________________________ (Signature of the Candidate) VIKASH GAVEL Enrolment No: TT/32969

Acknowledgement

Words never seemed so inadequate to acknowledge the kind cooperation and guidance that has been received for this project. Many people have expressed their able and timely support and it is only because of them that this study was made possible. This Project report bears the imprint of many people who has extended their invaluable suggestions & co operations in its materialization. I would like to take this privilege, to specially thank respected Mr.SUSHIL PUNWATKAR, (Asst.Prof) who has given me opportunity to do this project & also for his kind support & valuable guidance which helped me to complete this project. My special thanks to respected Mr. AMIT DUBEY, RELIANCE, who has given me guidance & support during my completion of this project. I would like to express my gratitude and heartfelt thanks to my respected parents & my brother for the cooperation, encouragement & moral support.

Date: Place: Bhilai

VIKASH GAVEL BBA VI semester

PREFACE
I was fortunate enough to have an opportunity of doing summer training at RELIANCE. Every trainee was required to prepare a report of his working in the organization. I was assigned a project on A STUDY ON CUSTOMER SATISFACTION ON PREPAID CELLULAR CONNECTION WITH SPECIAL REFERENCE TO RELIANCE IN BHILAI.

In this report, all the important findings of the project are included over and above an overall profile of the company RELIANCE is also given. It is hope that this report make the reader familiar with the store and also give the idea about the product and services offered by company.

VIKASH GAVEl (BBA - VI SEM)

TABLE OF CONTENTS

CHAPTER
CHAPTER 1 CHAPTER 2 CHAPTER 3 CHAPTER 4 CHAPTER 5

CONTENT
Introduction to the study a. Industry Profile b. Company Profile Literature Review Research Methodology a. Data Tabulation, Analysis and results b. Hypothesis Testing Findings Conclusion Recommendations / Suggestions Limitations Bibliography (references) ANNEXURE OF QUESTIONNAIRE

PAGE
1 2-9 10-11 12-22 23-28 29-30

CHAPTER 6 CHAPTER 7 CHAPTER 8 CHAPTER 9 CHAPTER 10 CHAPTER - 11

31 32 33 34 35 36-37

INTRODUCTION TO THE STUDY

The telecom network in India is the fifth largest network in the world meeting up with global standards. Presently, the Indian telecom industry is currently stated to an estimated contribution of nearly 1% to Indias GDP.

The Indian telecommunication network with 110.01 million connections is the fifth largest in the world and second largest among the emerging economies of Asia. Today, it is the fastest growing market in the world and represents unique opportunities for U.S. companies in the stagnant global scenario. The total subscriber base, which has grown by 40% in 2005, is expected to reach 250 million in 2007.

As on 5 march 2011 India has 882 million mobile phone subscribers. Out of 639 million are GSM users and 143 million CDMA users. Airtel, BPL, Idea, MTNL, Reliance, Vodafone, BSNL, and aircel are the main GSM service providers in India. BSNL, Reliance, Tata indicom, MTNL are the main CDMA service providers in India.

INDUSTRY PROFILE :Background

The Indian Telecommunications network is the third largest in the world and the second largest among the emerging economies of Asia. Today, it is the fastest growing market in the world. The telecommunication sector continued to register significant success during the year and has emerged as one of the key sectors responsible for Indias resurgent Indias economic growth.

Growth
This rapid growth has been possible due to various proactive and positive decisions of the Government and contribution of both by the public and the private sector. The rapid strides in the telecom sector have been facilitated by liberal policies of the Government that provide easy market access for telecom equipment and a fair regulatory framework for offering telecom services to the Indian consumers at affordable prices.

Manufacture of Telecom Equipment

Rising demand for a wide range of telecom equipment, particularly in the area of mobile telecommunication, has provided excellent opportunities to domestic and foreign investors in the manufacturing sector. The last two years saw many renowned telecom companies setting up their manufacturing base in India. Ericsson has set up GSM Radio Base Station Manufacturing facility in Jaipur. Elcoteq has set up handset manufacturing facilities in Bangalore. Nokia set up its manufacturing plant in Chennai. LG Electronics set up plant of manufacturing GSM mobile phones near Pune. The Government has already set up Telecom Equipment and Services Export Promotion Forum and Telecom Testing and Security Certification Centre (TETC). A large number of companies like Alcatel, Cisco have also shown interest in setting up their R&D centers in India. With above initiatives India is expected to be a manufacturing hub for the telecom equipment. In its recent statement issued, Telecom Regulatory Authority of India (TRAI) has revealed that the country's mobile subscriber base has increased from 893.84 million in December 2011 to 903.73 million in January 2012, growing by 1.11 per cent

Telecom operators added 9.88 million mobile subscribers in January 2012, taking the total telephone user base to 936.12 million The overall tele-density (telephones per 100 people) reached 77.57 per cent Broadband subscriber base increased from 13.30 million at the end of December 2011 to 13.42 million at the end of January 2012

MAJOR PLAYER
RELIANCE TATA AIRTEL BSNL IDEA AIRCEL

INTRODUCTION TO THE COMPANY

Reliance is the acronym of success and ambition. Reliance Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group founded by Late Shri Dhirubhai H Ambani (1932-2002), ranks among Indias top three private sector business houses in terms of net worth. The group has business interests that range from telecommunications (Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the generation and distribution of power (Reliance Infrastructure Limited). The Reliance Anil Dhirubhai Ambani Group currently has a net worth in excess of Rs. 64,000 crore (US$ 13.6 billion), cash flows of Rs. 13,000 crore (US$ 2.8 billion), net profit of Rs. 8,400 crore (US$ 1.8

billion).The Equity Shares of RCOM are listed on Bombay Stock Exchange Limited and National. The Global Depository Receipts and Foreign Currency Convertible Bonds are listed on Luxembourg Stock Exchange and Exchange respectively. Reliance Communications is India's truly integrated telecommunications. The Company has a customer base of 1050 million including over 2.5 million individual overseas retail customers. It ranks among the Top 5 Telecom companies in the world by number of customers in a single country.

Reliance

Communications corporate clientele

includes

2,100

Indian

and multinational corporations, and over 800 global, regional and domestic carriers. A pan-India, next generation, integrated (wireless and wire line), convergent (voice, data and video) digital network that is capable of supporting best-of-class services spanning the entire communications value chain, covering over 24,000 towns and 6,00,000 villages has been established by Reliance Communications. Reliance Communications owns and operates the next generation IP enabled connectivity infrastructure, comprising over 190,000 kilometers of fiber optic cable systems in India, USA, Europe, Middle East and the Asia Pacific region. Reliance communications has its headquarters in Mumbai under the banner of Knowledge city in Navi Mumbai. It currently employees close to around 40,000 employees and are one of the fastest growing telecom companies of India.

VISION

We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge information and communication services affordable to all individual consumers and businesses in India. We will offer unparalleled value to create customer delight and enhance business productivity. We will also generate value for our capabilities beyond Indian borders and enable millions of India's knowledge workers to deliver their services globally.

MISSION

1 .

To attain global best practices and become a world-class communication service provider-guided by its purpose to move towards greater degree of sophistication and maturity.

2 .

To work with vigor, dedication and innovation to achieve excellence in service quality,reliability, safety and customer care as the ultimate goal.

3 .

To consistently achieve high growth with the highest levels of productivity.To be a technology driven, efficient and financially sound organisation.

4 . 5 .

To contribute towards community development and nation building. To be a responsible corporate citizen nurturing human values and concern for society, the environment and above all, the people.

6 .

To promote a work culture that fosters individual growth, team spirit and creativity to overcome challenge and attain goals. To encourage

ideas, talents and value systems. 7 . To work with vigor, dedication and innovation to achieve excellence in service quality,reliability, safety and customer care as the ultimate goal.

VALUES

8 .

Reliance Communications will put customer first at all times, and built long term relationship with them.

9 .

Reliance Communications shall believe interpretation and keep every commitment that we make

1 0 .

Reliance Communications will operate with honesty and

integrity interpretation all our dealings.And treat every individual with dignity and respect. 1 1 . Reliance Communications will approach every endeavor with

zeal & an attitude towards excellence.

Chairman's Profile

Mr.Anil D. Ambani
Regarded as one of the foremost corporate leaders of contemporary India, Shri Anil D Ambani, is the chairman of all listed companies of the Reliance Group, namely, Reliance Communications, Reliance Capital, Reliance Energy and Reliance Natural Resources limited.

He is also Chairman of the Board of Governors of Dhirubhai Ambani Institute of Information and Communication Technology, Gandhi Nagar, Gujarat. Till recently, he also held the post of Vice Chairman and Managing Director of Reliance Industries Limited (RIL), Indias largest private sector enterprise. Anil D Ambani joined Reliance in 1983 as Co-Chief Executive Officer, and has been centrally involved in every aspect of the company's management. He is credited with having pioneered a number of path-breaking financial innovations in the Indian capital markets. He spearheaded the countrys first forays into the overseas capital markets with international public offerings of global depositary receipts, convertibles and bonds. Starting in 1991, he directed Reliance Industries in its efforts to raise over US$ 2 billion.He also steered the 100-year Yankee bond issue for the company in January 1997. He is a member of: Wharton Board of Overseers, The Wharton School, USA Central Advisory Committee, Central Electricity Regulatory Commission Board of Governors, Indian Institute of Management, Ahmedabad Board of Governors Indian Institute of Technology, Kanpur

In June 2004, he was elected for a six-year term as an independent member of the Rajya Sabha, Upper House of Indias Parliament a position he chose to resign voluntarily on March 25, 2006. Awards and Achievements:

 Conferred the CEO of the Year 2004 in the Platts Global Energy Awards. Rated as one of Indias Most Admired CEOs for the sixth consecutive year in the Business Barons TNS Mode opinion poll, 2004. Conferred The Entrepreneur of the Decade Award by the Bombay Management Association, October 2002. Awarded the First Wharton Indian Alumni Award by the Wharton India Economic Forum (WIEF) in recognition of his contribution to the establishment of Reliance as a global leader in many of its business areas, December 2001.

Literature Review
Introduction
Customer satisfaction, a business term, is a measure of how products and services Supplied by a company meet or surpass customer expectation.itt is seen as a key Performance indicator within a business and is a part of four perspectives of a Balanced scorecard. In a competitive marketplace where business compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. There is a substantial body of empirical literature that establishes the benefit of Customer satisfaction for firms. Definition
According to Philip Kotler, satisfaction is a persons feelings of pressure or disappointment resulting from products perceived performance (outcome) in relation to his or her expectations. Customer satisfaction is the level of a persons felt state resulting from comparing a products perceived performance (outcome) in relation to the persons expectations. This satisfaction level is a function of difference between perceived performance and expectations. If the products performance, exceed expectation the customer highly satisfied or delighted. If the performance matches the expectations the customer is satisfied. If the products performance fall shorts of expectations the customer is dissatisfied.

Measuring customer satisfaction

Organizations are increasingly interested in retaining existing customers while targeting non-customer; measuring customer satisfaction provides an indication of How successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an ambiguous and abstract concept and the actual Manifestation of the state of satisfaction will vary from person to person and Product/service to product/service. The state of satisfaction depends on a number of Both psychological and physical variables which correlate with satisfaction behaviours such as return recommend rate. The level of satisfaction can also vary depending on the other option the customer may have and other products against which the customer can compare the organizations products. Because satisfaction is basically psychological state, care should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed. Work done by Berry, Brodeur between 1990 and 1998defined ten Quality Values which influences satisfaction behaviour, further expanded by Berry in 2002 and known as the ten domains of satisfaction. These ten domains of Satisfaction include: Quality, Value, Timeless, efficiency, Ease of access, Environment, Inter-departmental Teamwork, Front line Service Behaviours, Commitment to the customer and innovation. These factors are emphasised for continuous improvement and organizational change measurement and are most often utilised to develop teh architecture for satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using teh gap between the customers expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction gap which is the objective and quantitative in nature.

RESEARCH METHODOLOGY RESEARCH PLAN

Research Design: Sources of data collection Research Technique Used Sample location Sampling Plan Sample size Descriptive Primary and secondary data Questionnaire/survey/observation Bhilai area sec1 to 10 Simple Random 100

The research should also present why he has chosen the design he has chosen. And he should also write about something about the design / method / technique and sampling plan to support his study. In any case the researcher should not write what he has not done in the study.

MEASURE AGE

ITEM 20-30 30-50 50 above BUSINESSMAN STUDENTS PROFESSIONALS HOUSEHOLD Male Female

NO OF RESPONDENTS 30 59 11 25 25 25 25 78 22 100

OCCUPATION

GENDER TOTAL

NULL HYPOTHESIS : Ho = Customers are satisfied with the service and features of Reliance prepaid connection

ALTERNATIVE HYPOTHESIS: H1 = Customers are not satisfied with the service and features of Reliance prepaid Connection

OBJECTIVES

To study the level of customer satisfaction in Reliance Communication. To explore various factors that leads to customer satisfaction in Reliance Communications. To analyse major factors having significant role in customer satisfaction.

EXIBITS
1. Which of the following cellular service you are currently using?

S.NO. 1 2 3 4 5

Company Bsnl Airtel Reliance Other Total

No.of Respondent 25 30 35 10 100

PERCENTAGE 30 30 35 10 100

10%

25% Bsnl

35% 30%

Airtel Reliance Other

INTERPRETATION:
It is clear from the above pie chart that 35% people are using Reliance connection.

2. How long you are using Reliance prepaid connection? S.No. 1 2 3 Years
From 1 year 2 to 5 years Above 5 years
No.of Respondent PERCENTAGE

45 32 23

45 32 23

23% 45% From 1 year 2 to 5 years 32% Above 5 years

INTERPRETATION:
It is clear from the above pie chart that 32% people are using Reliance connection from 2 to 5 year.

 Value added services

Determinants Strongly agree Agree Neutral Disagree Strongly Disagree Total

Number of respondents 35 20 19 15 11 100

Percentage % 35 20 19 15 11 100

11% 15% 35% Strongly agree Agree Neutral 19% 20% Disagree Strongly Disagree

INTERPRETATION:
It is clear from the above pie chart that 35% people are Strongly agree with Reliance value added services.

 Network Coverage \ Roaming

Determinants
Strongly agree Agree Neutral Disagree Strongly Disagree

Number of respondents
26 31 13 23 07

Percentage %
26 31 13 23 07

Total

100

100

7% 26% 23% Strongly agree Agree Neutral 13% 31% Disagree Strongly Disagree

INTERPRETATION:
It is clear from the above pie chart that 31% people are Agree with Reliance Network.

 Web and 3G
Determinants
Strongly agree Agree Neutral Disagree Strongly Disagree

Number of respondents
35 19 13 21 12

Percentage
35 19 13 21 12

Total

100

100

12% 35% 21%

13%

19%

Strongly agree Agree Neutral Disagree Strongly Disagree

INTERPRETATION:
It is clear from the above pie chart that 35% people are Strongly agree with Reliance Web/3G service.

 Sms pack
Determinants Strongly agree Agree Neutral Disagree Strongly Disagree Total Number of respondents 27 20 21 12 20 100 Percentage % 27 20 21 12 20 100

20%

27% Strongly agree

12%

Agree Neutral 20% 21% Disagree Strongly Disagree

INTERPRETATION:
It is clear from the above pie chart that 27% people are Strongly agree with Reliance SMS pack

 Special schemes
Determinants Strongly agree Agree Neutral Disagree Strongly Disagree Total Number of respondents 28 18 10 21 23 100 Percentage % 28 18 10 21 23 100

23%

28% Strongly agree Agree

21% 18% 10%

Neutral Disagree Strongly Disagree

INTERPRETATION:
It is clear from the above pie chart that 28% people are Strongly agree with Reliance Special schemes.

 Customer care
Determinants Strongly agree Agree Neutral Disagree Strongly Disagree Total Number of respondents 20 18 17 26 19 100 Percentage % 20 18 17 26 19 100

19%

20% Strongly agree 18% Agree Neutral Disagree 17% Strongly Disagree

26%

INTERPRETATION :
It is clear from the above pie chart that 26% people are Disagree with Reliance customer care.

Data tabulation,Analysis and Results

Business man

Particulars

Strongly agreed

Agreed

Neutral

DIS agreed

Strongly disagreed

Likerts

Value added S. 7 Network/Coverage 4 Web /3G 6 Sms pack 3 Special Schemes 4 Customer Care 5 Total 29 6 40 4 25 7 34 3 22 6 3 7 5 7 5 7 3 5 7 3 4 7 4 6 4 9 2 4 3

88

76

81

75 78

78

476

Student
Particulars Strongly agreed Strongly disagreed

Agreed

Neutral

DIS agreed

Likerts

Value added S. 3 Network/Coverage 7 Web /3G 6 Sms pack 5 Special Schemes 2 Customer Care 4 Total 27 31 24 40 28 7 4 5 5 7 4 7 5 6 6 5 3 3 4 8 4 2 4 8 4 6 2 7 7

66

75

74

80

69

75

439

Professionals
Particulars

Strongly agreed

Agreed

Neutral

DIS agreed

Strongly disagreed

Likerts

Value added S. 8 Network/Coverage 3 Web /3G 6 Sms pack 4 Special Schemes 4 Customer Care 9 Total 34 31 24 33 33 2 6 5 3 6 4 5 6 5 7 2 7 4 3 7 5 7 4 5 6 7 0 9 6

92

71

74

72

72

84

465

Household
Particulars Strongly agreed Strongly disagreed

Agreed

Neutral

DIS agreed

Likerts

Value added S. 7 Network/Coverage 6 Web /3G 5 Sms pack 3 Special Schemes 8 Customer Care 8 Total 37 36 17 31 29 5 3 6 3 7 1 4 5 8 6 4 4 6 1 8 5 3 5 5 6 7 1 4 6

80

73

73

77

84

84

471

Consolidate Sheet

Criteria
Value added S. Network/Coverage Web /3G Sms pack Special Schemes Customer Care Total

Business Student Professional Household man 88 66 92 80 76 81 75 78 78 476 75 74 80 69 75 439 71 74 72 72 84 465 73 73 77 84 84 471

Criteria Business man Students Professional Household Total

Value Network/ Web Customer added Sms Special Total Coverage /3G Care S. pack Schemes
88 66 92 80 326 76 75 71 73 295 81 74 74 73 302 75 80 72 77 304 78 69 72 84 303 78 75 84 84 321 476 439 465 471 1851

Analysis of variance for testing:

Hypothesis
Mean of the sample mean = 77.12 Sum of square between = 185.34 Sum of square with in = 677.22 Sum of square total = Sum of square between + Sum of square with in = 185.34 + 677.22 = 862.56

Source of Sum of variation square Between sample Within sample Total 185.34 677.56 862.90

Df

Ms

6-1=5 246=18 23

185.34/5=37.06 677.56/18=37.64

5% f-limit (from table) 37.34/37.64=0.98 2.77

f-ratio

Table value at (5, 18) for 0.05% is 2.77

Interpretation:
Table value of (5, 18) for 0.05% degree of freedom is 2.77 and the calculated value is 0.98 which is shown in the table which shows that it is less than table value.Thus the null hypothesis is accepted hence the customers of Reliance prepaid connection are satisfied.

FINDINGS
From the research conducted it is found that the most of the customers prefer reliance prepaid connection. From the research conducted it is found that the most of the customers are satisfied with reliance prepaid connection. It is found that web/3G plan is major factor which leads to customer satisfaction.

CONCLUSION

After completion of my study, I found that the services provided by Reliance Telecom are the best in the market. Reliance is having the biggest market share of consumers. Reliance is successful in providing value added benefits to all segment of customers, i.e., from students to a business class, from household to professionals. Features like 3G, uninterrupted roaming facility, SMS pack, VAS, easy and affordable tariffs, effective customer handling are some of the major reasons that reliance is able to retain present consumers and also, attract new customers.

RECOMMENDATIONS

Company should try to increase the level of satisfaction. Company should try to improve network coverage. Company should try to introduce new schemes. Company should try to improve customer care service.

LIMITATIONS

I will not be wise to claim that the present work is completely present work is complicated perfect as unit of sample were widely scattered the study. During the study a number of limitations constraints were faced and it is necessary to point out them at the very outset. Since the sample takeout of the universe was very small. The conclusion cannot be generalized for whole dues. Another problems is the time problem, duration was short to approach each and every respondent personally. The respondents were not willing to ensue. Language uses another problem face by the respondents.

BIBLIOGRAPHY
Books:
Philip kotler Marketing Management Revised Edition, Prentice Hall of India, New Delhi, 2006. Kothari C.R. Research Methodology methods and Techniques Revised 2nd Edition, New Age International Publishers,2004. Philip kotler and Kevin Lane Kelter Marketing Management Dorling Kinersley(India) Pvt. Ltd. 2007

Websites
http://www.Rcom
http://en.wikipedia.org/wiki/promotional tools. http://www.sbrid.com http://en.wikipedia.org/wiki/Reliance.

ANNEXTURE OF QUESTIONNAIRS

A STUDY ON CUSTOMER SATISFACTION ON PREPAID CELLULAR CONNECTION WITH SPECIAL REFERENCE TO RELIANCE IN BHILAI

NAME......................................... GENDER.....................................

AGE.................. OCCUPATION.....................

PLEASE ANSWER THE FOLLOWING QUESTION.

1. Which of the following cellular service you are currently using? a.Bsnl b.Airtel c.Reliance d. other

2. How long you are using Reliance prepaid connection? a. From 1 year b. 2 to 5 years c. Above 5 years

3. Rate the following factors on the basis of your satisfaction level?

Particulars

Strongly agreed

Agreed

Neutral

DIS agreed

Strongly disagreed

Value added S.

Network/Coverage

Web /3G

Sms pack

Special Schemes

Customer Care

Total

4. Your suggestions (IF ANY)