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ON
GUIDE :
Mr. Paritosh Sharma
(Associate Professor)
PRESENTED BY:
Mohd. Vaseem Abbasi
BBA- V Sem.
R0912011185
The project was carried out for understanding the customer satisfaction & attributes
towards IDEA cellular in Moradabad City.
IDEA INTRODUTION
Customer satisfaction, a business term, is a measure of how products and services
supplied by a company meet or surpass customer expectation. It is seen as a key
performance indicator within business and is part of four perspectives of a Balanced
Scorecard.
In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy.
PURPOSE
To identify the actual need of customers, and work according the need of the
customers and provide
satisfaction to the customers
RESEARCH DESIGN
To check the customer satisfaction level of idea servicein Moradabad city by
questions out of 100 customers
RESPONDENT
Students
general people
IDEA subscriber
Service
d. Address:
e. Contact No.
1. Do you have any connection of idea
A)YES
B) NO
2. From how many years are you customer for idea services?
A)Below 1 Year
B)1-2 Years
C) 2-5 Years
D) Above 5 Years
3.Which type of services are you having ?
A) Post Paid
B) Prepaid
4. Are you satisfied with the idea network?
A) Highly Satisfied
B) Satisfied
C) Neutral
D) Dissatisfied
5.Who recommended idea services to you?
A)Friends
B)Dealers
C Advertisment
6. Are you satisfied with after sales services provided by idea ?
A) Highly Satisfied
B) Satisfied
C) Neutral
D) Dissatisfied
7. Are you satisfied with the offers provided by idea?
A) Highly Satisfied
B) Satisfied
C) Neutral
D) Dissatisfied
8.Are you satisfied with the caller tunes provided by idea ?
A) Highly Satisfied
B) Satisfied
C) Neutral
D) Dissatisfied
DATA ANALYSIS
1 Do you have any connection of Idea cellular Ltd.?
Option
Yes
No
Percentage
65%
35%
Interpretation:
65% respondents have connection of Idea cellular Ltd and 35% respondents use another
connection.
2. From how many years are you customer for idea services?
Option
Below 1 year
1 2 years
2 5 year
Above 5 years
Percentage
50%
25%
15%
10%
Interpretation:
50% respondents are using the service of idea from last one year, 25% respondents
using from 1-2 years, 15% respondent using from 2-5 years and 10% respondents using
from more than 5 years.
Option
Post Paid
Prepaid
Percentage
15%
85%
Interpretation:
15% respondents are using postpaid service and 85% respondents are using prepaid services of idea.
Option
High Satisfied
Satisfied
Neutral
Dissatisfied
Percentage
55%
20%
10%
15%
Interpretation:
55% respondents are highly satisfied with the network coverage of idea,20% respondents are the satisfied, 10%
respondent are neutral and 15% respondent are dissatisfied with the network coverage of idea.
Option
Percentage
Friends
50%
Dealers
5%
Advertisement
45%
Interpretation:
50% respondents say that they are influenced by their friends, 5% respondents are recommended by dealer and
45% respondents bought idea connection under the influence of advertisements.
ir
Option
High Satisfied
Satisfied
Neutral
Dissatisfied
Percentage
55%
20%
10%
15%
Interpretation:
55% respondents are highly satisfied with the sales service of idea, 20% respondents are the satisfie
respondent are neutral and 15% respondent are dissatisfied with the sales service of idea.
Option
High Satisfied
Satisfied
Neutral
Dissatisfied
Percentage
51%
24%
16%
9%
Interpretation:
51% respondents are highly satisfied with the offer provided by the idea 24% respondents are the satisfied, 16%
respondent are neutral and 9% respondent are dissatisfied with the offer provided by idea.
.
Option
High Satisfied
Satisfied
Neutral
Dissatisfied
Percentage
13%
12%
8%
67%
Interpretation: 13% respondents are highly satisfied with the caller tune offer provided by the idea, 12%
respondents are the satisfied, 8% respondent are neutral and 67% respondent are dissatisfied with the caller
tune offer provided by idea.
Option
Airtel
MTS
Vodafone
Percentage
40%
5%
25%
Reliance
TATA Docomo
15%
15%
Interpretation:
When the question was asked to the respondents than 40% respondents said airtel is
the competitor of idea .while 5% respondents said MTS, 25% said Vodafone, 15% said
Reliance and 15% said TATA Docomo.
10. Are you satisfied with the customer care support provided by idea services?
Option
Percentage
High Satisfied
30%
Satisfied
20%
Neutral
10%
Dissatisfied
40%
Interpretation:
30% respondents are highly satisfied with the customer care services provided by the idea, 20% respondents
are the satisfied, 10% respondent are neutral and 40% respondent are dissatisfied with the customer care
services provided by idea.
11. Are you satisfied with service of mobile number portability of idea cellular ltd?
Option
High Satisfied
Satisfied
Neutral
Dissatisfied
Percentage
45%
10%
5%
40%
Interpretation:
45% respondents are highly satisfied with the mobile number portability provided by the idea, 10% respondents
are the satisfied, 5% respondent are neutral and 40% respondent are dissatisfied with the mobile number
portability provided by idea.
12. Are you satisfied with service of call charges of idea cellular ltd?
Option
High Satisfied
Satisfied
Neutral
Dissatisfied
Percentage
27%
22%
8%
43%
Interpretation:
27% respondents are highly satisfied with the call charges provided by the idea, 22% respondents are the
satisfied, 8% respondent are neutral and 43% respondent are dissatisfied with the call charges provided by idea.
Option
Yes
Percentag
e
70%
No
30%
Interpretation:
70% respondents wants to continue with the idea services and 30% respondents are dont want to continue with
idea in future.