1.

INTRODUCTION

India is the world's largest sourcing destination for the information technology (IT)
industry, accounting for approximately 67 per cent of the US$ 124-130 billion market.
The industry employs about 10 million workforces. More importantly, the industry has
led the economic transformation of the country and altered the perception of India in the
global economy. India's cost competitiveness in providing IT services, which is
approximately 3-4 times cheaper than the US, continues to be the mainstay of its Unique
Selling Proposition (USP) in the global sourcing market. However, India is also gaining
prominence in terms of intellectual capital with several global IT firms setting up their
innovation centres in India.

The IT industry has also created significant demand in the Indian education sector,
especially for engineering and computer science. The Indian IT and ITeS industry is
divided into four major segments IT services, Business Process Management (BPM),
software products and engineering services, and hardware.

Market Size

The Indian IT sector is expected to grow at a rate of 12-14 per cent for FY2016-17 in
constant currency terms. The sector is also expected triple its current annual revenue to
reach US$ 350 billion by FY 2025#.

Employees from 12 Indian start-ups, such as Flipkart, Snapdeal, Makemytrip, Naukri,

Ola, and others, have gone on to form 700 start-ups on their own, thus expanding the
Indian start-up ecosystem.! India ranks third among global start-up ecosystems with more
than 4,200 start-ups##.

Total spending on IT by banking and security firms in India is expected to grow 8.6 per
cent year-on-year to US$ 7.8 billion by 2017.!!

Indias internet economy is expected to touch Rs 10 trillion (US$ 146.72 billion) by

2018, accounting for 5 per cent of the countrys GDP###.

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The public cloud services market in India is slated to grow 35.9 per cent to reach US$ 1.3
billion according to IT consultancy, Gartner. Increased penetration of internet (including
in rural areas) and rapid emergence of e-commerce are the main drivers for continued
growth of data centre co-location and hosting market in India. The Indian Healthcare
Information Technology (IT) market is valued at US$ 1 billion currently and is expected
to grow 1.5 times by 2020^^. India's business to business (B2B) e-commerce market is
expected to reach US$ 700 billion by 2020 whereas the business to consumer (B2C) e-
commerce market is expected to reach US$ 102 billion by 2020^^^.

Cross-border online shopping by Indians is expected to increase 85 per cent in 2017, and
total online spending is projected to rise 31 per cent to Rs 8.75 lakh crore (US$ 128
billion) by 2018.!!!

Post the governments announcement of demonetisation of specific currency

denominations, digital payment platforms such as Paytm, MobiKwik, Oxigen witnessed a
sharp spike in user transactions, app downloads and merchant enquiries, thereby
indicating a greater demand towards digital payments by consumers.

India ranks among the top five countries in terms of digitalisation maturity as per
Accentures Platform Readiness Index, and is expected to be among the top countries
with the opportunity to grow and scale up digital platforms by 2020.1

Investments/ Developments

Indian IT's core competencies and strengths have attracted significant investments from
major countries. The computer software and hardware sector in India attracted
cumulative Foreign Direct Investment (FDI) inflows worth US$ 22.83 billion between
April 2000 and December 2016, according to data released by the Department of
Industrial Policy and Promotion (DIPP).

Leading Indian IT firms like Infosys, Wipro, TCS and Tech Mahindra, are diversifying
their offerings and showcasing leading ideas in blockchain, artificial intelligence to

2
clients using innovation hubs, research and development centres, in order to create
differentiated offerings.

Some of the major developments in the Indian IT and ITeS sector are as follows:

Bengaluru-based fintech company ZestMoney, owned by Camden Town

Technologies Pvt. Ltd, has raised US$ 6.5 million in a series A round of funding
led by Naspers-owned PayU; and will invest the funds in technology and product
development.
Google plans to set up its first data centre in India in the city of Mumbai by 2017,
to improve its services to local customers wanting to host their applications on the
internet, and to compete effectively with the likes of Amazon and Microsoft,
Sagoon Inc, a social network and e-commerce start-up, has filed mini-initial
public offering (IPO) papers with the US Securities and Exchange Commission
(SEC), to raise around US$ 20 million, which will be used to set up a campus in
India, expand its team in India, the US and Nepal, and support marketing and
branding and other general purposes.
SAP SE, in partnership with the Associated Chambers of Commerce of India
(ASSOCHAM), has rolled out a knowledge sharing resource centre which will
serve as a one-stop portal for businesses looking to adopt or migrate to technology
that will make them future ready for the biggest taxation reform of goods and
services tax (GST).
Freshdesk, one of first companies from India to offer Software-as-a-Service
(SaaS) to global companies, has raised US$ 55 million in the latest round of
funding led by Sequoia Capital India and existing investor Accel Partners,
estimating to value the company at US$ 700 million.
Warburg Pincus LLC, the US-based private equity firm, plans to invest around
US$ 75 million in series C round of funding to buy a significant stake in Capital
Float, an online credit platform.
Helpshift Inc, which makes customer support software for mobile apps,
announced raising US$ 2 million from Cisco Investments, in addition to working

3
 with Cisco to integrate its in-app customer support with Ciscos contact centre
solutions.
Knowlarity Communications Pvt Ltd, a cloud telephony provider, has announced
raising US$ 20 million from multiple investors such as Dubai-based private
equity investor Delta Partners, existing investors Sequoia Capital Funds and
Mayfield Fund, apart from venture-debt from Blacksoil and Trifecta Capital.
Flipkart, India's largest e-commerce marketplace, has re-entered the private label
business by launching Smart Buy, the first of two new private labels, with a view
to boost earnings and fill gaps in its product selection.
Fitpass, a Delhi-based revolutionary app which offers access to gyms and health
clubs membership, has raised US$ 1 million in seed funding from investors in
Mumbai, Delhi, and Bengaluru.
Apples supplier and assembler, Taiwan-based Winstron, will set up an iPhone
assembly facility in Peenya, Bengalurus industrial hub, thus making India the
third country across the world to have an assembly unit for Apples iPhone.
Kratikal Tech Pvt Ltd, a cyber-security start-up, has raised around US$ 500,000
in seed round of funding led by Mr Amajit Gupta, former director of Microsoft
India, which will be used for product development and building training modules.
International Finance Corporation (IFC) plans to invest US$ 10 million as equity
in Bengaluru-based Zinka Logistics Pvt Ltd, which provides a technology
platform called Blackbuck for long-haul trucking market in India, estimated at
US$ 70 billion.
Paytms online marketplace unit raised US$ 200 million in a funding round led by
a US$ 177 million investment to be made by Alibaba Group Holding Ltd, and
balance by SAIF Partners.
Intel Corporation plans to invest in Digital India related solutions such as India
stack, Unique Identification (UID), e-government 2.0 and other government
initiatives, and scale up operations of its data centre group (DCG), as per Mr
Prakash Mallya, Director DCG, Asia for Intel Corporation.

4
 Reliance Industries Ltd (RIL) plans to set up entrepreneurship hubs in key cities
and towns, and a Rs 5,000 crore (US$ 748 million) fund, under the name of Jio
Digital India Startup Fund, to invest in technology based startups.
Gurgaon-based digital wallet start-up MobiKwik, which is owned and operated by
One MobiKwik Systems Private Limited, has raised US$ 40 million from
Nasdaq-listed firm Net1, a South African payments technology company.
Orange Business Services, the business services arm of Orange Group, has
launched a state data centre for Himachal Pradesh government, which will be the
first data centre in India to be designed using 'green' data centre concepts that
minimise power requirements and increase power utilisation efficiency.
PurpleTalk Inc, a US based mobile solutions company, has invested US$ 1
million in Nukkad Shops, a Hyderabad based uber-local commerce platform that
helps neighbourhood retail stores take their businesses online through a mobile
app.
KartRocket, a Delhi based e-commerce enabler has completed its US$ 8 million
funding round by raising US$ 2 million from a Japanese investor, which will be
used to enhance Kraftly, a mobile-first online-to-offline marketplace targeting
small sellers, individuals and home-based entrepreneurs in India in product
categories such as apparel and accessories.
Xpressbees, an e-commerce logistics firm operated by Busybees Logistics
Solutions Private Limited, has raised US$ 12.5 million in a Series A funding, led
by its existing investors SAIF Partners, IDG Ventures, Vertex Ventures and
Valiant Capital, which will be used to strengthen technology initiatives and
processes of the firm.
Housejoy, an online home services provider, has raised Rs 150 crore (US$ 22
million) in a Series B round of funding led by Amazon, and which also includes
new investors such as Vertex Ventures, Qualcomm and Ru-Net Technology
Partners.
Nasscom Foundation, a non-profit organisation which is a part of Nasscom, has
partnered with SAP India to establish 25 National Digital Literacy Mission

5
 (NDLM) centres in 12 cities across India, as a part of Government of India's
Digital India initiative.

Government Initiatives

In the Union Budget 2017-18, the Government of India announced the following key
proposals:

The Government of India has allocated Rs 10,000 crore (US$ 1.5 billion) for
BharatNet project under which it aims to provide high speed broadband to more
than 150,000 gram panchayats by 2017-18.
Prime Minister of India, Mr Narendra Modi, has launched the Bharat Interface for
Money (BHIM) app, an Aadhaar-based mobile payment application that will
allow users to make digital payments without having to use a credit or debit card.
The app has already reached the mark of 10 million downloads.

Some of the major initiatives taken by the government to promote IT and ITeS sector in
India are as follows:

Mr Ravi Shankar Prasad, Union Minister of Law & Justice and Information
Technology, has launched a free Doordarshan DTH channel called DigiShala,
which will help people understand the use of unified payments interface (UPI),
USSD, aadhaar-enabled payments system, electronic wallets, debit and credit
cards, thereby promoting various modes of digital payments.
The Government of India plans to revamp the United Payment Interface (UPI)
and Unstructured Supplementary Service Data (USSD), to make it easier for
consumers to transact digitally either with or without an Internet connection with
the aim of strengthening its push towards making India a digital economy.
The Telecom Regulatory Authority of India (TRAI) will soon release consultation
papers ahead of framing regulations and standards for the rollout of fifth-
generation (5G) networks and Internet of Things (IoT) in India.
The Government of Gujarat has signed 89 MoUs worth Rs 16,000 crore (US$ 2.3
billion) in the IT sector, during Vibrant Gujarat Global Summit-2017.

6
 The Government of Telangana has signed an agreement with network solutions
giant Cisco Systems Incorporation, to cooperate on a host of technology
initiatives, including Smart Cities, Internet of Things, cybersecurity, education
digitisation of monuments.
The Railway Ministry plans to give a digital push to the India Railways by
introducing bar-coded tickets, Global Positioning System (GPS) based
information systems inside coaches, integration of all facilities dealing with
ticketing issues, Wi-Fi facilities at the stations, super-fast long-route train service
for unreserved passengers among other developments, which will help to increase
the passenger traffic.
The Pune Smart City Development Corporation (PSCDCL) has signed a
memorandum of understanding (MOU) with the European Business and
Technology Centre (EBTC), which will allow it to gain access to real-time
knowledge of technologies, solutions and best practices from Europe.
The Human Resource Development (HRD) Ministry has entered into a
partnership with private companies, including Tata Motors Ltd, Tata Consultancy
Services Ltd and real-estate firm Hubtown Ltd, to open three Indian Institutes of
Information Technology (IIITs), through public-private partnership (PPP), at
Nagpur, Ranchi and Pune.
Government of India is planning to develop five incubation centres for IoT start-
ups, as a part of Prime Minister Mr Narendra Modi's Digital India and Startup
India campaign, with at least two centres to be set up in rural areas to develop
solutions for smart agriculture.
The Government of India has launched the Digital India program to provide
several government services to the people using IT and to integrate the
government departments and the people of India. The adoption of key
technologies across sectors spurred by the 'Digital India Initiative' could help
boost India's Gross Domestic Product (GDP) by US$ 550 billion to US$ 1 trillion
by 2025@@.
India and the US have agreed to jointly explore opportunities for collaboration on
implementing India's ambitious Rs 1.13 trillion (US$ 16.58 billion) Digital India

7
 Initiative. The two sides also agreed to hold the US-India Information and
Communication Technology (ICT) Working Group in India later this year.

Road Ahead

India is the topmost offshoring destination for IT companies across the world. Having
proven its capabilities in delivering both on-shore and off-shore services to global clients,
emerging technologies now offer an entire new gamut of opportunities for top IT firms in
India. Social, Mobility, Analytics and Cloud (SMAC) are collectively expected to offer a
US$ 1 trillion opportunity. Cloud represents the largest opportunity under SMAC,
increasing at a CAGR of approximately 30 per cent to around US$ 650-700 billion by
2020. The social media is the second most lucrative segment for IT firms, offering a US$
250 billion market opportunity by 2020. The Indian e-commerce segment is US$ 12
billion in size and is witnessing strong growth and thereby offers another attractive
avenue for IT companies to develop products and services to cater to the high growth
consumer segment.

Exchange Rate Used: INR 1 = US$ 0.015 as on February 9, 2017

8
 3. INDUSTRY ANALYSIS

3.1 Porters five force model:

Barriers to entry

Product differentiation very difficult

Licensing requirement
Investment in technology & network
Government standards and laws

Bargaining power Bargaining power

of supplier of customer
Rivalry among competitors
Limited no Customers
of players high competition in loyalties
in major player in telecom are harder
equipment industry to retain
market high competition due to Switching
Network private sector and costs are
and public sector operators lower
technology CDMA providers because of
providers pushing hard no. of
are limited Low margin based player in
In numbers intense competition market
A new Easy
technologi availability
cal service of products
provided & services
by firms
depends Threats of substitutes
on supplier
Mobile subscribers
use e-mail, fixed line,
CDMA and vice-versa
Technological
development making
substitute more
accessible

9
FORCE -1 RIVALRY AMONG THE EXISTING PLATERS

Rivalry among the existing players is intense even though only few players are permitted
in each of the service areas or circles. The rivalry among existing players in the telecom
industry is moderately high. The followings are the main reasons for such type of rivalry.

Mergers/acquisitions and joint venture

Rivalry is high in India because due to the mergers and acquisition among the
existing players try to gain market share and economies Vodafone Essar joint
venture scales. We can take example Vodafone Essar joint venture, Airtel
acquired Hexacomm, and Idea acquired Escotel.
The number of competitors:
Rivalry intensifies as the number of competitors increases and as competitors
become more equal in size and capability. In telecom industry there are number
of competitors exist and also increasing. So that it is harder for one or two firms
to win the competing battle and dominate the market. Further 64 more new
player are given license to operate in india.
Demand for the product:
Rivalry is usually stronger when demand for the product is growing. Here the
demand for the mobile is growing faster. The demand in all the user groups i.e.
residential users, business users, educational users and health users is increasing
at higher rate and as a result of this the Rivalry is increasing.
Use of price cut methods and other competitive weapons:
The higher use of price cut methods and other competitive weapons shows that
the Rivalry is higher in the industry. Here all the telecom companies like BSNL,
RELIANCE, TATA, AIRTEL, VODAFONE, IDEA and all others companies
are cutting their prices for compete the other companies. They try to provide
better services like instrument, coverage facility, internet facility and some other
extra services. So we can say that the Rivalry is moderately high in this industry.
Dissatisfaction of competitors:
Rivalry is stronger when one or more competitors are dissatisfied with their
market position and launch moves to bolster their standing at the expense of the

10
 rival. In telecom industry, especially in the mobile sector, the competitors are not
satisfied with their current market position and they are trying to capture more
market share by using various competitive weapons. And as a result of such
dissatisfaction the Rivalry is becoming stronger.
High exist barriers:
Rivalry tends to be more vigorous when it cost more to get out of business than
to stay in and compete. As the investment of the various companies is very high
for entering in such industry (like reliance has invest thousands crore of rupees
for establishing fiber optics network, BSNL has invest high amount of money for
establishing is network), it is not easy for the companies to get out of the
business easily so the only way for them is to stay in the business and compete.
So the Rivalry is high in this industry.

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FORCE-2 THREATS OF NEW ENTRANTS

Threats of new entrants are moderate in telecom industry because of the

high entry barriers to new inexperienced comer and foreign firms (like
Vodafone) who have already existence in more than one country as telecom
service providers. No surprise, in the capital-intensive telecom industry the
biggest barrier to entry is access to finance. To cover high fixed cost, serious
contenders typically require a lot of cash. When capital markets are generous, the
threat of competitive entrants escalates,. When financing opportunities are less
readily available, the pace of entry slows. Meanwhile, ownership of a telecom
license can represents a huge barrier to entry. There is also a finite amount of
good radio spectrum that lends itself to mobile voice and data applications. In
addition, it is important to remember that solid operating skills and management
experience is fairly scarce, making entry even more difficult.
High entry barriers
Because of the barriers to entry, it becomes very difficult for the new players to
operate in India because of the government licensing policies.
High competition
Competition in telecom industry is very high because of numbers of domestic
and foreign players into the market and their capability of providing innovative
services and very well know-how of technology.
High capital investment
One of the important factor to consider while entering into the telecom industry
is the huge capital requirement for the investment.
Older and well established players who have a nationwide network
Presently, there are many no. of strong players like Bharti Airtel, BSNL, MTNL,
Vodafone, Idea, VSNL, and Reliance into the market with nationwide network.
These players have established their position into the market as well as in the
mind of customer also.

12
 License fee
New entrance are required to pay the license fee, entry fee and fixed the revenue
share license fee at 6 percent and follow the rollout obligations.
Continuously evolving technology
The technology in telecom industry is changing and on mobile its changes from
1G to 3G at very fast rate as the every player in the industry is coming with new
services and application.
Falling tariffs
Call tariffs are declining in telecom industry due to high competition, which
results in less revenue for telecom operator.

13
FORCE-3 THREATS OF SUBSTITUTES

The threats from the substitute products are moderate in the telecom industry.
Threats from wireless in local loop (WLL) based limited mobility was
considerably reduced after TRAI imposed the mobility of WLL based basic
operator to 25km revenue share domestic long to 5%. The threats are depend on
the following tree factors.

Whether attractive priced substitutes are available

Whether buyers view the substitutes as being satisfactory in terms of
quality, performance and other relevant attributes.
Whether buyers can switch to substitute easily.

The following are some substitute for the telephone and mobile.

On line chat:
On line chat, which can be done through internet is a major substitute for
the telecom services. People can communicate with each other using web
cameras and microphones. This substitute is good in performance as well
as cheaper in price. So the industry has significant threats from growth of
this substitute facility. Obviously earlier this facility required the use of
telephone lines but
Now a days using radio lines and other facilities one can use this facility
without using telephone lines.

E-mail:
The faster way of communication is through electronic mail. It is cheap
as well as faster way of communication. But the main disadvantage of
this substitute is that the use of email is not easy for everyone in compare
of simple mail so far as backward areas of India are concern. So we can

14
 say that right now the threat is moderates from this substitute but it will
be high in future.
Online call through internet:
The online calls, which are made by using internet, can be considered as a
substitute of the telecom services. The calls are received through internet
and then distributed on the local network. The uses of such facilities are
actually illegal but still their use is increasing in metro cities. So it is
becoming a threat for the telecom services.

15
FORCE-4 BARGAINING POWER OF SUPPLIER

At first glance, it might look like telecom equipment suppliers have

considerable bargaining power over telecom operators. Indeed, without high-tech
broadband switching equipment, fiber-optic cables, and mobile handsets and
billing software, telecom operators would not be able to do the job of transmitting
voice and data from place to place. But there are actually a large number of large
equipment makers around.

There are a number of domestic private players like Himachal Futuristic,

Global Telecommunication, Bharti Telecom, Tata Telecom, Shyam Telecom etc.
are serious players in the field. Nortel, Lucent, Cisco, Nokia, Alcatel, Ericsson,
Tellabs are just a few of the foreign supplier names. There are enough vendors,
arguably, to dilute bargaining power. The limited pool of talented managers and
engineers, especially those well versed in the latest technologies, places
companies in a weak position in terms of hiring and salaries.

In telecom industry the bargaining power of supplier is lower than

moderate. The main reasons are as following.

Grey markets
The handset market is very competitive with substantially lower handsets
prices offered by the grey markets.
Number of suppliers
The numbers of telecom equipment suppliers are in big size. There are
many domestic as well as foreign players operating in India. With the
government putting in place an attractive trade and investment policy for
telecom equipments, it is expected that this step will intensify
competition, as it will attract foreign players into the telecom equipment
manufacturing sector. Some of the important measures announced by the
government include no industrial license required to set-up a
manufacturing unit; automatic approval of 100 per cent foreign equity;
full reparability of dividend and capital invested and confessionals import

16
 duties of five per cent for import of certain equipment (for cellular, ISP
networks).
Commoditization of communications equipments
Many communications equipments have been commoditized these days;
Thereby, the equipment providers had turned their focus to providing
good customer services in efforts to win customers.
Telecom industry consolidation
As the telecom industry consolidates, the number of communications
equipment buyers will decrease. In this environment, equipment buyers
(telecoms) are expected to gain more bargaining power over the
equipment providers. The communications equipment industry is likely to
go through its own wave of M&A. mergers will not only allow equipment
providers to gain back market power, but also at the same time refresh
their product portfolios with new and acquired technologies.
Government policy
With the government putting in place an attractive trade and investment
policy for telecom equipments. It is expected that this step will intensify
competition. Some of the important measures announced by the
government include to industrial license required to set-up a
manufacturing unit; automatic approval of 100 per cent foreign equity;
full reparability of dividend and capital invested and confessionals import
duties of five per cent for certain equipment (for cellular, ISP networks).

17
FORCE-5 BARGAINING POWER OF CUSTOMERS

For the telecom industry the bargaining power of the customer is

moderately low. The followings are the main reasons for this argument.

Low penetration rate

Penetration rate is low (compared to other countries with similar
economies and population) but demand is increasingly at a high rate.
Market fragmentation
Buyers are fragment with no influence on price or product even though
the new entrants of MTNL and BSNL as well as the option of WLL allow
them to switch services.
Switching cost
The switching cost of buyers to competing brands is relatively high.
Because switching from one service provider to another the customers
have to face many problems like changing the number, problem of
current account balance and problem of activation charge for new
connection. So they mostly prefer the existing connection instead of
switching to the new one.
The number buyers
As the number of buyers is low the bargaining power of the customer is
high but here the number of buyers is very high so the customers are not
that much important for the companies and their bargaining power is low.
Buyers discretion in whether and when they purchase the product
Here the customers have not discretion in whether and when they
purchase the product. Because for ex. In mobile when the card is expiring
after some time; the customer has to recharge it within the given period to
remain its card number as it is.

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3.2 Problem Areas:

Customer retention
Gaining new customers
Customers loyalty
Low profit margins
Government regulation
Rate of technology obsolescent

3.3 Problem Statement:

Consumer switching behavior across mobile service providers: Companies prime

focus is to create loyal customers and retaining current customer & get benefitted from
them. Customers are switching to other MSP because they are not satisfied. Consumers
are not satisfied on account of marketing mix elements.

3.4 Objectives of study

This project consists of different objectives. They are as follows:

To find out the consumers satisfaction towards the various services provided
by mobile service providers.
To find out the relationship between consumers loyalty, consumers foster
recommendation and consumers satisfaction with various services provided
by the MSPs.

19
 COMPANY PROFILE

Vexil Infotech is a leading software company that delivers tangible value to leading

organizations worldwide by designing, developing and implementing innovative software

solutions to stream line complex business processes or replace high maintenance legacy

applications that help industry leaders remain attentive and responsive to the need of their

client.

Our "high performance business" strategy builds on our expertise in consulting,

technology and outsourcing to help clients perform at the highest levels so they can create

sustainable value for their customers and shareholders. Using our industry knowledge,

20
service-offering expertise and technology capabilities, we identify new business and

technology trends and develop solutions to help clients around the world:

Enter new markets.

Increase revenues in existing markets.

Improve operational performance.

Deliver their products and services more effectively and efficiently.

Among the many strengths that distinguish Vexil Infotech in the marketplace are our:

Extensive expertise.

Commitment to the long-term development of our employees.

Broad and evolving service offerings on 24*7 bases.

Expertise in business revolution outsourcing.

Development capabilities

Our Core Values have shaped the culture and defined the character of our company,

guiding how we behave and make decisions:

The needs of our communities through caring, sharing, and giving back.

Attracting and developing the best talent for our business, stretching our people and

developing a "can do" attitude.

Locally, Nationally and internationally to help promote goodwill at all of our locations.

Locally, Nationally and internationally to help promote goodwill at all of our locations.

21
Inspiring trust by taking responsibility, acting ethically, and encouraging honest and open

debate.

Vexil Infotech is committed to excellence, with a balanced focus on our clients, their

customers, and our employees. But don't take our word for it. As a recognized leader in

customer care outsourcing, we've received numerous industry, client, and local business

response.

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 5. RESEARCH METHODOLOGY

5.1 Research model

Satisfaction with Basic Services:

- N/W coverage
- Call rates
- Roaming Facilities

Satisfaction with VASs:

- SMSs
- GPRS/Internet
- Caller tunes
- Various alerts

Consumer Loyalty
Satisfaction with Convenience:
Consumer Foster
- Availability of Customers Store Recommendation
- Availability of Recharge Points/Bill
Payment Options (Post-paid)
- Types of recharge vouchers/Plans Dependent Variables
Post-paid)

Satisfaction with Other Services:

- Customization
- Query Resolved by Customer Care
- Waiting time for having connected
with representative

Independent Variables

23
5.3 Research Design

5.3.1 Sample Size:

A sample of 100 respondents was taken on the basis of convenience.

5.3.2 Research Period:

Research work is only carried for 2 or 3 weeks.

5.3.3 Research Instrument:

This work is carried out through self-administered questionnaires. The

questions included were of likert scale.

5.3.4 Data Collection:

Primary Source: The data was collected directly from respondents with
the help of structured questionnaires.
Secondary Source: The secondary data was collected from internet and
references from Library.

5.3.5 Data Analysis:

The data is analyzed on the basis of suitable tables by using mathematical

techniques. The technique used is bar graphs. The data is also analyzed by
statistic software such as SPSS and Microsoft Excel etc.

24
 6. DATA ANALYSIS

6.1 Analysis of Demographic Variables:

1) Gender:

Gender
Male (72.86%)

200
Female
150 (27.14%)
100
50
0
Male Female

In this research, out of 258 respondents 72.86% are male and 27.14% are female.

2) Occupation:

Occupation
STUDENT
(51.55%)
140
120
100
EMPLOYEE BUSINESS (22%)
80 (23.25%)
60
40
20 RETIRED (1%) OTHER (2%)

0
STUDENT EMPLOYEE BUSINESS RETIRED OTHER

In this research, out of 258 respondents, 51.55% are students, 23.25% are working
employees, 22% are running their own businness, 1% are retired from their work and 2%
are from other than these categories.

25
3) Type of Service User:

Type of Service User

PRE-PAID
(81.4%)
250

200
POST-PAID
150
(18.6%)
100

50

0
PRE-PAID POST-PAID

In this research, out of 258 respondents, 81.4% respondents are using pre-paid services
and 18.6% respondents are using post-paid services. So, it shows that there are more
number of pre-paid users than post-paid users.

4) Age:

Age
20-30 (69%)
200

150

100

Below 20 (10%) 30-40 (12%)

50 40-50 (5%) Above 50 (5%)

0
Below 20 20-30 30-40 40-50 Above 50

In this research, out of 258 respondents, 10% are respondents are below age 20, 69% are
between age 20 to 30 years, 12% are between age 30 to 40, 5% are between age 40 to 50,
and 5% are from age above 50.

26
5) Multiple Users:

Multiple Users
Consumers
Consumers using only 1
200 using more MSPs' services
than 1 MSPs' (63%)
150 services (37%)

100

50

0
Consumers using more Consumers using only 1
than 1 MSPs' services MSPs' services

In this research, out of 258 respondents, 37% consumers are using more than 1 MSPs
services and 63% consumers are using only 1 MSPs services.

6) Income:

Income
200K-300K
80 (28%)
70 100K-200K 300K-400K
60 (20%) >400K (21%)
(18%)
50
<100k (13%)
40
30
20
10
0
<100k 100K-200K 200K-300K 300K-400K >400K

In this research, out of 258 respondents, 13% are having income less than 1 lac, 20%
having income between 1 lac and 2 lacs, 28% having income between 2 lacs and 3 lacs,
18% having income between 3 lacs and 4 lacs, and 21% having income above 4 lacs.

27
 1. Age group of respondents.

AGE GROUP OF NO. OF RESPONDENTS

RESPONDENTS
20-25 50
26-30 42
31-35 22
36-40 29
41-45 7

41- Chart No.1 Showing the age group of

45
7 respondents under study.
5%

36-40 20-25
29 50 20-25
19% 33%
26-30
31-35
31-35 36-40
22
15% 41-45
26-30
42
28%

Figure 1. Survey Report

Inference:

The survey conducted shows that most of the respondents were of the age group of 20-25
years and the least respondents were of 41-45 years.

28
2. Respondents of different gender.

RESPONDENTS NO. OF RESPONDENTS

MALE 86
FEMALE 64

Chart Title No.2 Showing the percentage

of male and female respondents

FEMALE
64 MALE
43% FEMALE
MALE
86
57%

Figure 2.Survey Report

Inference :

This chart shows that mostly the male are more interested in KarvyGSTed products than
the female category.

29
3. From where you get the information about these Vexil Infotech?

INFORMATION SOURCE NO. OF RESPONDENTS

NEWSPAPERS 32
TELEVISION 66
RADIO 6
INTERNET 10
HOARDINGS 11
WORD OF MOUTH 25

WORD
OF Chart No.3 Showing the information
MOUT source of Karvy GST
H
NEWSPAPERS
25
32
17% NEWSPAPERS
21%
HOARDINGS TELEVISION
11
7% RADIO
INTERNET TELEVISION INTERNET
10 66
HOARDINGS
7% RADIO 44%
6 WORD OF MOUTH
4%

Figure 3.Survey Report

Inference:

The respondents said that they got the information of vthese Vexil Infotech from different
media like television,newspaper,radio,word of mouth,etc..According to the survey,
television has given information to 44% respondents,newspaper to 215, through word of
mouth to 17% respondents,from radio to 4%,internet 7%,and last hoardings to 7% of
respondents.This shows that atelevision creates more impact on customers.

30
4. If you are searching for information of a VEXIL INFOTECH which media will
you look for?

MEDIA PREFERENCE NO. OF RESPONDENTS

PRINT MEDIA 25
ELECTRONIC MEDIA 79
OTHER MEDIA 17
WORD OF MOUTH 29

Chart Title No. 4 Showing the media

liked by the respondents for information
of a KARVY GST
WORD PRINT MEDIA
OF 25
MOUT 17%
H
PRINT MEDIA
29
OTHER
19% ELECTRONIC MEDIA
MEDIA
17 OTHER MEDIA
11% WORD OF MOUTH
ELECTRONIC
MEDIA
79
53%

Figure 4.Survey Report

Inference

In this chart the respondents have said about their preference of media to get information
about their Vexil Infotech.53% have said that they prefer electronic media like
television,internet.17% have voted for print media like newspapers,magazines 19% said
that they go with wordof mouth from friends,family,relatives,etc. and 11% choose other
media.

31
5. Do you rely on advertisement?

DO YOU RELY ON NO. OF RESPONDENTS

ADVERTISEMENT
YES 58
NO 24
SOMETIMES 56
RARELY 12

Chart Title NO. 5.Showing whether

RARELY the respondents rely on
12
8%
advertisement

YES
58 YES
39% NO
SOMETIMES
56 SOMETIMES
37% NO
RARELY
24
16%

Figure5.Survey Report

Inference

The respondents were asked whether they believe on advertisements.39% said that they
rely on advertisements and utilize the information given,16% said that they do not
believe,37% said that they sometmes believe if they find the information rational,and 8%
rarely believe.

32
6. Do you change your perception of a Vexil Infotech by just seeing the
advertisement?

CHANGE OF PERCEPTION NO. OF RESPONDENTS

DUE TO ADVERTISEMENT
YES 21
NO 52
SOMETIMES 59
RARELY 18

Chart Title No.6.Showing whether

customer's change their perception
RARELY
18 due to advertisement
12% YES YES
21
14% NO

SOMETIMES

RARELY
SOMETIMES NO
59 52
39% 35%

Figure 6.Survey Report

Inference

In this chart the respondents were asked if they change they thinking about a product
after seeing yhe advertisement.14% respondents said that they change their perception of
a product after seeing theadvertisement,35% said that they do not change,39% said that
sometimes they change and 12% said that it is rarely that they change their perception
after seeing an advertisement.

33
7. Do you think advertisement is necessary for your decision making?

NECESSITY OF NO. OF RESPONDENTS

ADVERTISEMENT IN
DECISION MAKING
ALWAYS NECESSARY 36
SOMETIMES NECESSARY 88
NOT NECESSARY 26

Chart Title No.7.Showing how

NOT
necessary is advertisement in
NECESSARY decision making ALWAYS
26 NECESSARY
17% 36
24%
ALWAYS NECESSARY

SOMETIMES
NECESSARY
NOT NECESSARY
SOMETIMES
NECESSARY
88
59%

Figure 7.Survey Report

Inference

In the survey the respondents were asked how much they feel advertisement is necessary
in their decision making.24% said that it is always necessary in decision

making,59% said that advertisement sometimes plays a necessary part when they take a
decision,and 17% said that advertisemnet is not necessary in decision making .

34
8. What are the factors which influence your decision making process?

FACTORS INFLUENCE NO. OF RESPONDENTS

DECISION MAKING PROCESS
PRODUCT FEATURES 55
ADVERTISEMENT 29
COST 37
OPINION OF FRIENDS 20
OTHERS 9

Chart TitleNo.8.Showing the factors

OTHERS which influence decision making
9 process.
6%

OPINION OF
FRIENDS PRODUCT
PRODUCT FEATURES
20 FEATURES
13% 55 ADVERTISEMENT
37% COST

COST OPINION OF FRIENDS

37 ADVERTISEM OTHERS
25% ENT
29
19%

Figure 8.Survey Report

Inference

This chart shows what are the factors considering which a respondent will be influenced
to decide to buy a product.37% said that the features of the product will influence
them,19% said that advertisemnet will influence them to decide as they will get lots of
information about the product,25% said that the cost of the product makes tham decide to
buy a product,13% said that they will go by the opinion of friends and rest 6% said that
there may be othrer factors which will influence them to decide

35
9. What do you look for in an advertisement?

WHAT YOU LOOK FOR IN AN NO. OF RESPONDENTS

ADVERTISEMENT
PRICE 59
BENEFITS 32
VEXIL INFOTECH 20
ENDORSERS
OFFERS 18
QUALITY 21

Chart TitleNo.9.Showing the

respondents look for in an
advertisement.

QUALITY
21
14% PRICE
OFFERS PRICE
18 59 BENEFITS
12% 40% BRAND ENDORSERS
BRAND
ENDORSERS OFFERS
20 QUALITY
13% BENEFITS
32
21%

Figure 9.Survey Report

Inference

In the survey the respondents were asked what are the apspect that they see in an ad..40%
said that thay see the price,21% said that they see that benefits shown in tha ad.,13% see
the Vexil Infotech endorsers,12% see the offers given and 14% see the quality tpof the
product shown in the ad..This shows that in larger amount customers see the price aspect
when they see an ad ,

36
10. Do you purchase a product just because your favourite celebrity is endorsing it?

DO IT YOU PURCHASE A NO. OF RESPONDENTS

PRODUCT BECAUSE YOUR
FAVOURITE CELEBRITY IS
ENDORSING
YES 72
NO 50
SOMETIMES 28

Chart Title No.10.Showing if

respondents purchase a product
because their favourite celebrity is
endorsing it.
SOMETIMES YES
28
19% NO
YES
72 SOMETIMES
48%
NO
50
33%

Figure10. Survey Report

Inference

In this chart the question asked to the respondents was if they purchase a product only
because their favourite celebrity is endorsing a particular product. For this 48% said that
they purchase only because their celebruty is endirsing it,33% said that they do not
purchase because of the celebrity and 19 % said that sometimes they purchase it since
their favourite celebrity is endorsing it.This is clear that celebrity endirsement plays a
great part in the Vexil Infotech preference.

37
11. Do you purchase a product just by getting attracted to the product?

DO YOU PURCHASE BY NO. OF RESPONDENTS

GETTING ATTRACTED TO
THE PRODUCT
YES 45
NO 29
SOMETIMES 60
RARELY 16

Chart Title No.11.Showing whether

the respondents purchase by getting
attracted to a product
RARELY
16
11% YES
45
30%
YES
NO
SOMETIMES
SOMETIMES RARELY
60 NO
40% 29
19%

Figure11.Survey Report

Inference

According to the survey the 30% respondent said that they buy a product by getting
attracted to it,19% said that they do not buy by getting attracted ,40% said that sometimes
by getting attraced they buy the product and 11% said that rarely the get attracted and
purchase a product.

38
12. What are the factors in an advertisement which will make you change your Vexil
Infotech loyalty?

FACTORS WHICH CHANGE NO. OF RESPONDENTS

VEXIL INFOTECH LOYALTY
BENEFITS 35
VALUE FOR MONEY 50
NEW FEATURES 28
DISCOUNT 19
WORD OF MOUTH 18

Chart Title No.12.Showing the

factors which change Karvy GST
loyalty.
WORD OF
MOUTH BENEFITS
BENEFITS
DISCOUNT18 35
19 12% 23% VALUE FOR MONEY
13% NEW FEATURES
NEW
FEATURES VALUE FOR DISCOUNT
28 MONEY
50 WORD OF MOUTH
19%
33%

Figure 12.Survey Report

Inference

The respondents were asked what are the reasons which will make them change their
Vexil Infotech loyalty.23% said that the benefits of another product may make them

change their Vexil Infotech loyalty,33% said that the value for money may make them
change,19% said that new features in another prduct may compel them,13% said
discounts offered by another Vexil Infotech may make tham swirtchers,and last word of
mouth from friends and family may make them like another Vexil Infotech.Through this
survey it is clear that in comparison to other factors valur foe money plays a great role for
customers to change the Vexil Infotech preference.

39
13. If you hear the name of a Vexil Infotech through advertisement what do you
recall?

WHAT YOU RECALL FROM NO. OF RESPONDENTS

ADVERTISEMENT
MUSIC 56
TAG LINE 27
ENDORSERS 21
PRODUCT 26
BENEFITS 20

Chart Title No.13.Showing what the

BENEFITS
respondents recall from
20 advertisement.
13%
MUSIC
PRODUCT
56
26
38% MUSIC
17%
TAG LINE
ENDORSERS
PRODUCT

ENDORSERS TAG LINE BENEFITS

21 27
14% 18%

Figure 13.Survey Report

Inference

The respondents were asked what they can recall after they see or hear an ad..38% of the
respondents said that they can recall the music which was played in the ad.,18% can
remember the tag line,14% they remember the Vexil Infotech endorser, 17% can recall
only the product and 13 % they recall the benefits that were shown in the ad..This makes
it clearly evident that music in an ad. makes it possible for consumers to recall the
particular Vexil Infotech.

40
14. What are the things that should be highlighted in an advertisement?

WHAT SHOULD BE NO. OF RESPONDENTS

HIGHLIGHTED IN AN
ADVERTYISEMENT
BENEFITS 35
TAG LINE 45
VEXIL INFOTECH NAME 26
COMPANY NAME 18
ENDORSERS 12
PRODUCT FEATURES 14

Chart Title No.14.Showing what

aspect
PRODUCTshould be highlighted in an
FEATURES advertisement.
14
ENDORSERS BENEFITS
10%
12 35
8% 23%
COMPANY BENEFITS
NAME TAG LINE
18
BRAND NAME
12%
COMPANY NAME
TAG LINE ENDORSERS
BRAND 45 PRODUCT FEATURES
NAME 30%
26
17%

Figure 14.Survey Report

Inference

Through this chart it is shown what are the things that should be given more priorty in an
ad..23% of the respondents said that the benefits of a product should be highlighted,30%
said that the tag line should be highlighted so that the customers can recall and their Vexil
Infotech preference will increase,17% said that tha Vexil Infotech name should be
highlighted,12% said that company name should be given more priority,8% said that
endorsers should be brought in the lime light,and rest 10% said that the features of the
product should be highlighted.From this survey we can say that ,tag line of a Vexil
Infotech should be brought in lime light so that Vexil Infotech preference of that
particular prouct will increase.

41
15. If a product is misinterpreted by your friend would you believe him or go on
with your own view?

WHAT YOU DO IF A NO. OF RESPONDENTS

PRODUCT IS MIS
INTERPRETED
BELIEVE MY FRIEND 39
GO WITH MY VIEW 63
REFER ADVERISEMENT 29
REFER INTERNET 19

Chart Title No.15.Showing what the

respondents will do if a product is
misinterpreted
REFER
by a friend.
INTERNET BELIEVE MY
19 FRIEND BELIEVE MY FRIEND
REFER 13% 39
ADVERISEM 26%
ENT GO WITH MY VIEW
29
19% REFER
GO WITH ADVERISEMENT
MY VIEW REFER INTERNET
63
42%

Figure 15.Survey Report.

Inference

The respondents were asked if their friend mis interprets a product what they will do.26%
said that they will believe their friend and go with the product,42% said that they will
analyse and go with their own view,19% said that they will refert advertisement and rest
13% will refer internet to get the correct information.This shows that customers are very
conscious about a product and they will evaluate themselves and buy a product.

42
16. Do you prefer going to any store just by seeing the offers on hoardings and
banners?

DO YOU GO TO STORES BY NO. OF RESPONDENTS

SEEING HOARDINGS AND
BANNERS
YES 75
NO 22
SOMETIMES 38
RARELY 15

RARELY
15 Chart Title No.16.Showing if
10% respondents go to stores by seeing the
hoardings and banners.

YES YES
SOMETIMES
75 NO
38
50%
25% SOMETIMES
RARELY
NO
22
15%

Figure 16.Survey Report

Inference

The respondents were asked if the go to stores by seeing the hoardings and banners.50%
of the respondents said that the see the banners and hoardings and go to shop,15% said
that they do not shop by seeing the banners and hoardings,255 said sometimes they
do,and 105 said that it rarely happens that they see and thaen go to shop.Through this we
come to know that banners and hoardings showing that product with its other facets
creates Vexil Infotech awareness and also induces Vexil Infotech preference.

43
17. After you experience any product do you convey the message to others
(positive\negative)?

DO YOU CONVEY MESSAGE NO. OF RESPONDENTS

AFTER YOU EXPERIENCE A
PRODUCT
YES 79
NO 26
SOMETIMES 33
RARELY 12

Chart Title No.17.Showing if word of mouth

is conveyed after a product is being
experienced.
RARELY
12
SOMETIMES8%
33 YES
22% YES
NO
79
53% SOMETIMES
NO
26 RARELY
17%

Figure 17.Survey Report

Inference

The respondents were asked if they convey word of mouth after they experience a
product whether it be positive or negative.53% of the respondents said that they convey
word of mouth to their friends and family after they use a product,17% said that they do
not do so,22% said that sometimes they do it if the product has some problem and 8%
said that they rarely s[read word of mouth to anyone.

44
18. What is your response to repeated advertisement in Tv\radio?

WHAT IS YOUR RESPONSE NO. OF RESPONDENTS

TO REPEATED
ADVERTISEMENT
YES 68
NO 27
GET IRRITATED 36
CHANGE THE CHANNEL 19

Chart Title No.18.Showing the response to

CHANGE repeated advertisement in media.
THE
CHANNE
L YES
19
13%
GET IRRITATED YES
NO
36 68
24% 45%
GET IRRITATED

NO CHANGE THE
27 CHANNEL
18%

Figure 18. Survey Report

Inference

In this question the respondents were asked to give a feed back about repeated ads. which
are shown in different media especially electronic media.45% of the respondents said that
they do not have any problem ,18% said that they do not like that every moment ads are
shown,24% said that they get irritated and rest 13% said that they change the channel
when repeated ads of the same product comes.

45
19. How important is music in advertisement?

IMPORTANCE OF MUSIC IN NO. OF RESPONDENTS

ADVERTISEMENT
VERY IMPORTANT 79
SOMETIMES IMPORTANT 38
NOT IMPORTANT 30

Chart Title No.19.Showing the

importance of music in advertisement.

NOT
IMPORTANT
VERY IMPORTANT
30
20%
VERY SOMETIMES
SOMETIMES IMPORTANT IMPORTANT
IMPORTANT 79 NOT IMPORTANT
38 54%
26%

Figure 19.Survey Report

Inference

In this survey the respondents were asked how much they feel is music important in an
ad..54% of the respondents said that music plays an important role in advertisemnets,26%
said that sometimes its important and 20% said that music is not important in ads..This
survey proves that music in an ad boosts the quality of an ad. and also it creates a
positive impact on Vexil Infotech prference.

46
20. Do you refer Google search before making purchasing decision?

DO YOU REFER GOOGLE NO. OF RESPONDENTS

SEARCH BEFORE
PURCHASING
YES 82
NO 25
ALWAYS 27
RARELY 16

Chart Title No.20.Showing if the

RARELY
16
respondents refer Google search
11% before purchasing

ALWAYS,
27, 18% YES
YES, 82, NO
NO, 25, 17% 54%
ALWAYS
RARELY

Figure 20.Survey Report

Inference

In the survey the respondents were asked do they refer google search before purchasing a
product.54% said that they refer google search to find about the product

before purchasing it. This also brings in light that now a days people are technologically
aware and do search before they buy.17% said that they do not go for google search,18%
said that always whatever be the product they refer internet before they purchase, and
11% of the respondents rarely do that if the product is of very importance.

47
21. What are the aspects you look for in internet for information on your preferred
Vexil Infotech?

ASPECTS YOU LOOK FOR IN NO. OF RESPONDENTS

INTERNET
PRODUCT FEATURES 75
DEALER NETWORK 29
PRICE 32
DELIVERY 14

Chart Title No.21.Showing the aspects

DELIVERY the
14 respondents look for in internet.
10%

PRICE
32 PRODUCT FEATURES
21%
PRODUCT DEALER NETWORK
FEATURES
75 PRICE
50% DELIVERY
DEALER
NETWORK
29
19%

Figure 21.Survey Report

Inference

The respondents who refer internet werev asked what aspect thay look for in ainternet
about a Vexil Infotech or a product.50% of the respondents said that the refer internet to
know about the product features,19% said they look for dealer network

48
22. Does the internet advertisement in the website create Vexil Infotech awareness?

DOES INTERNET NO. OF RESPONDENTS

ADVERTISEMENT CREATE
VEXIL INFOTECH
AWARENESS
YES 78
NO 22
SOMETIMES 35
RARELY 15

Chart Title No.22.Showing if

internet creates brand awareness.

RARELY
15
10%
SOMETIME YES
S
35 YES NO
23% 78 SOMETIMES
52%
RARELY
NO
22
15%

Figure 22.Survey Report

Inference

In this survey 52% of the respondents said that internet creates Vexil Infotech
awareness,15% said that it does not create Vexil Infotech awareness,23% said that it
sometimes creates Vexil Infotech awareness,10% said that rarely it does so.This shows
that internet really creates Vexil Infotech awareness

49
23. Do you think internet is the most reliable source of information?

IS INTERNET A RELIABLE NO. OF RESPONDENTS

SOURCE
YES 82
NO 41
SOMETIMES 27

Chart Title No.23.Showing whether

internet is a reliable source.

SOMETIMES
27
18%
YES
NO
NO YES
SOMETIMES
41 82
27% 55%

Figure 23.Survey Report

Inference

55% said that internet is a very reliable source.this means that customers believe in
internet advertisemnet which will help in creating good Vexil Infotech preference.

50
24. Have you ever online shopping?

HAVE YOU DONE ON LINE NO. OF RESPONDENTS

SHOPPING
YES 77
NO 35
SOMETIMES 24
RARELY 14

Chart Title No.24.Showing online

RARELY
14 shopping by respondents.
9%

SOMETIMES
24
16%

YES
YES
77
52% NO

NO SOMETIMES
35 RARELY
23%

Figure 24.Survey Report

Inference

52% have said that they have done on line shopping.This means that customers rely on
internet information about the products and also they do on line shopping.

51
25. Did you visit companys website before purchasing?

DO YOU VISIT COMPANYS NO. OF RESPONDENTS

WEBSITA BEFORE
PURCHASING
YES 61
NO 89

Chart Title No.25.Showing if

respondents visit company's website
before purchasing.

YES
61
41%
YES
NO
NO
89
59%

Figure 25.Survey Report

Inference

The respondents were asked if they visit companys website before they purchase.41%
said that they visit companys website before they purchase and 59% said that they do not
visit. This shows that though they do not visit companys website they visit other search
engines to know about the product.

52
FINDINGS

The most preferred Vexil Infotech is Levis with 48 respondents out

of 150 respondents.

62 respondents prefer their Vexil Infotech because of its quality.

66 of the respondents acquire information about their Vexil Infotech

from television.

79 respondents said that they would prefer electronic media than any
other media to get information about a Vexil Infotech.

58 respondents said that they rely on advertisement which shows

that advertisement is important.

59 respondents said that sometimes they change their perception of a

Vexil Infotech by seeing an advertisement.

55 respondents have said that product features influence their

decision making process.

59 respondents out of 150 said that they look for the price of a
product in an advertisement.

72 respondents said that they purchase a product because their

favourite celebrity is endorsing it.

53
 50 respondents said that value for money shown in an ad makes
them change their Vexil Infotech loyalty.

When it was asked what they recall after seeing or hearing an ad 56

respondents said music.

45 respondents said that the tag line should be highlighted in an

advertisement.

75 respondents have said that they go to the stores by seeing the

hoardings and banners.

79 respondents said that they spread word of mouth after

experiencing a product.

79 respondents said that music is very important in an

advertisement.

82 respondents said that they refer google search before purchasing

a product.

78 respondents said that internet advertisement really creates Vexil

Infotech awareness about a product.

82 respondents said that internet is a reliable source for collecting

information about a Vexil Infotech.

77 respondents said that they have done on line shopping.

89 respondents said that they do not refer companys website before

purchasing.

54
CONCLUSION
According to this study, it has found out that people notice
advertisements and the awareness level of the Vexil Infotech is
good only because of advertisements.

Based on this study I would say television advertisements have

more reach to the people.Customers prefer television in
comparison to other media since they get both the audio and
visual effects .This also proves that customers rely on
advertisements shown in media

Customers of the age group of 20-25 are more interested in

advertisements and Vexil Infotech.

The customers like KarvyGSTed products because of the quality

it possesses..

For an advertisement to be effective the price, the music and the

tag line should be highlighted. These three aspects create a great
impact in Vexil Infotech preference.

Hoardings and banners also create Vexil Infotech awareness of a

product and are important to increase Vexil Infotech preference.

The customers also spread word of mouth after they use a

product.

55
 This survey also makes it clear that customers(especially of the
younger generation) refer internet before they purchase and they
search for the product features shown in internet advertisements.

56
Suggestions

Companies should research continuously for quality improvement.

Develop more effective advertising campaigns
Advertising messages should both be persuasive and reminder-
oriented. .
Comparative advertising is useful in this regard.
Television combines motion, sound, and special visual effects for
which it is the most preferred media for advertisements.
To employ integrated advertising of their product.
More budgets could be devoted to TV adverts in view of the
consumers.

57
 Appendix
Name:

Contact No.:

Address:

Gender:

Age :

1. Which are your favouriteVexil

Infotech..........................
.........
2. Why do you prefer these Vexil
Infotech
..
3. From where did you get the information about these Vexil Infotech
o Newspapers
o Television
o Radio
o Internet
o Hoardings
o Word of Mouth

4. If you are searching for information of a Vexil Infotech which media will you look to

o Print media
o Electronic media
o Other media
o Word of mouth

5. Do you rely on advertisement?

o Yes

58
 o No
o Sometimes
o Rarely

6. Do you change your perception of a product by just seeing the advertisement?

o Yes
o No
o Sometimes
o Rarely

7. Do you think advertisement is necessary for your decision making?

o Always necessary
o Sometimes necessary
o Not necessary

8. What are the factors which influence your decision making process?

o Product features
o Advertisement
o Cost
o Opinion of friends
o Others

9. What do you look for in an advertisement?

o Price of the product

o Benefits of the product
o Vexil Infotech endorsers
o Offers
o Quality of the product

10. Do you purchase a product just because your favorite celebrity is endorsing it?

o Yes

59
 o No
o Sometimes

11. Do you purchase a product just by getting attracted to the advertisement?

o Yes
o No
o Sometimes
o Rarely

12. What are the factors in an advertisement which will make you change your Vexil
Infotech loyalty?

o Benefits

o Value for money

o New features

o Discount

o Word of mouth

13. If you hear the name of a Vexil Infotech through advertisement what do you recall?

o The music
o The tag line
o The endorsers
o The product
o The benefits

14. What are the things according to you should be highlighted in an advertisement?

o The benefits
o The tag line
o The Vexil Infotech name
o The company name
o The endorsers
o The product features

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15. If a product is misinterpreted by your friend would you believe him or go on with
your view?

o Believe my friend
o Go with my view
o Refer advertisement
o Refer internet

16. Do you prefer going to any store just by seeing the offers on hoardings and banners?

o Yes
o No
o Sometimes
o Rarely

17. After you experience any product do you convey the message to others
(positive/negative opinion)?

o Yes
o No
o Sometimes
o Rarely

18. What is your response to repeated advertisement in Tv/radio?

o Yes
o No
o Get irritated
o Change the channel

19. How important is music in an advertisement?

o Very important
o Sometimes important
o Not important

20. Do you refer Google search before making purchasing decision?

o Yes

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 o No
o Always
o Rarely

21. What are the aspects you look for in internet for information on your preferred Vexil
Infotech?

o Product features
o Dealer network
o Price

o Delivery

22. Does the Internet Advertisement in the website create Vexil Infotech awareness?

o Yes
o No
o Sometimes
o Rarely

23. Do you think internet is the most reliable source of information?

o Yes
o No
o Sometimes

24. Have you ever done online shopping?

o Yes
o No
o Sometimes
o Rarely

25. Did you visit companys website before purchasing?

o Yes
o No

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 BIBLIOGRAPHY

Magazines

1. Business Today
2. India Today
3. Business World

Websites

1. www.nseindia.com
2. www.indiainfoline.com
3. www.hdfcsec.com
4. www.equitymaster.com
5. www.bseindia.com
6. www.sebi.gov.in
7. www.financialexpress.com

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Thank You

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