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Lovely Professional university

Topic:- Consumer satisfaction towards various mobile phone service provider.

M.B.A -II

Assignment

2010-2011

MGT-516

Submitted by Guided by
Tara shankar Mrs . Maneet kaur

Section-RT-1903

Roll number –B-47

Regi no- 10906843

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NEED FOR THE STUDY

 To determine the customer satisfaction towards Mobile phone service provider.
 To determine the effectiveness of the service provided by the various company.

OBJECTIVES OF STUDY
1. To find the consumer satisfaction towards various Mobile phone service
provider.
2. To determine the factors which are effecting the customer satisfaction of service
provided by various mobile phone service provider?

HYPOTHESIS FORMULATION
It is basically a presumption which Researcher uses when they do research.

 Null: - There is a significant effect on the difference between the satisfaction

of different service provider.
 Alternative:- There is no significant effect on the difference between the
satisfaction of different service provider.

RESEARCH METHODOLOGY
Before examining types of research designs it is important to be clear about the role
and purpose of research design. We need to understand what research design is and
what it is not. We need to know where design into the whole research process from
framing a question to finally analyzing and reporting data.
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RESEARCH DESIGN
In this study Consumer satisfaction towards the various mobile phone service
provider. The problem and objectives of the study has been clearly defined, so in
this study the Descriptive Research has been implemented because it describes
data and characteristics about the population being studied. Descriptive research
answers the questions who, what, where, when and how.

TARGET POPULATION
Target population refers to the entire group of individuals who study in Post
Graduate degree in LPU.

SAMPLE SIZE
Sampling size refers to the number of items to be selected from the population to
constitute a sample. In our research the sample size of the respondents is 100.

SOURCES OF DATA COLLECTION

We deal with consumer satisfaction towards mobile phone service provider and the
Primary Source for collecting the data is Questionnaire.

DATA COLLECTION TOOLS

The most often tools used to Examine are
 Mean.
 Standard Deviation.
 Coefficient of Co-Relation.
 Regression.
 Chi square test
 Factor analysis
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Questionnaire for Customer

Dear Customer,

I am the student of L.P.U are conducting a study on the customer perception towards various
Mobile Phone Service Provider. Please fill in the following questionnaire to help us in our
Survey.

Name: - Regi No:-

Programmed: - Gender:-
Q1 Which type of connection do you prefer?
(1)Pre-Paid (2) Post-Paid
Q2 Which service are you using now?
1- BSNL 2-Reliance 3-Airtel 4-Idea
5-Vodafone 6-Tata
Q3 Which technology do you Prefer?
1-CDMA 2- GSM 3-BOTH
Q4 How long have you been using this connection of your service provider?
1-Less than 6 Month 2- 6-12 Month
3- 1-2 Years 4- More than 2 years
Q5 How much do you spend per month on you Mobile Connection?
1-Up to 500 2-501-1000
3-1001-1500 4-More then 2000
Q 6 What factor do you consider while select up particular service provider?
1-Good service 2-Net Work 3- Price
4-Voice Quality 5-Schemes 6-Others…………….
Q 7 How do you find the behavior of customer care executive of your service Provider?
1-Professional & Prompt 2-Not Responding
3-Helpful 4-Lazy & Slow

Q 8 How do you find ISD Rates of Your service Provider?

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1-Costly Affordable 2- Economical 3-Costly Unaffordable

Q 9 How will You rate the following attributes for your service providers?

No Attributes Very Good Good Average Poor Very Poor

1 Tariff
Plans
2 Message
Service
3 Network
4 Schemes
5 Talk-time
and
Validity
6 Value
added
Service
7 Availability
8 Billing
System
9 Voice
Clarity
10 Customer
Care

Q 10 Will you switch to another service provider? If they provide better call rate.
1-Yes 2-No
Q 11 If yes, then which service provider.
1-BSNL 2-Reliance 3Airtel 4-Others…………………………
Q 12 Rate your Satisfaction level of your current service provider.
1-Highly Satisfied 2-Satisfied
3-Dissatisfied 4- Highly Dissatisfied
Any suggestion:-...............................................................................................................................

 ANALYSIS THE DATA

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Ques:-

Which type of connection do you prefer?

Valid Cumulative
Frequency Percent Percent Percent
Valid pre paid 43 84.3 86.0 86.0
post paid 7 13.7 14.0 100.0
Total 50 98.0 100.0
Missing System 1 2.0
Total 51 100.0

 ANALYSIS: The above doat show the type of connection which is

used by the customer. We see that out of 50, 43 costomer used the pre paid
service it show the pre paid is more prefabrabel then post paid.

Question:
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Which service are you using now?

Cumulative
Frequency Percent Valid Percent Percent

Valid bsnl 6 11.8 12.0 12.0

reliance 14 27.5 28.0 40.0

airtel 17 33.3 34.0 74.0

idea 1 2.0 2.0 76.0

vodafone 7 13.7 14.0 90.0

tata 5 9.8 10.0 100.0

Total 50 98.0 100.0

Missing System 1 2.0

Total 51 100.0

 ANALYSIS: The above figure show the persentage of the customer of

every service. The higest percentage of customer is Airtel 34%, and Reliance
28%, after these vodafone is with 14%.

Question:
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Which technology do you Prefer?

Cumulative
Frequency Percent Valid Percent Percent

Valid cdma 8 15.7 16.0 16.0

gsm 31 60.8 62.0 78.0

both 11 21.6 22.0 100.0

Total 50 98.0 100.0

Missing System 1 2.0

Total 51 100.0

ANALYSIS: This question show the percentage of customer. 15.7% people

using the CDMA and 60.8% are using the GSM, only 21.6% people using the both
services. As per the data, it can be analyzed that in spite of tough competitions
between GSM and CDMA service providers, the GSM has earned a huge market
share with 60.8%. There are 21.6% people who are willing to use both the
technologies. Only 15.7 % people prefer CDMA which is very less compared to the
level of competition and GSM’s market share.

Question:
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How long have you been using this connection of your service provider?

Cumulative
Frequency Percent Valid Percent Percent

Valid less than 6 month 3 5.9 6.0 6.0

6-12 month 18 35.3 36.0 42.0

1-2 year 5 9.8 10.0 52.0

more than 2 year 24 47.1 48.0 100.0

Total 50 98.0 100.0

Missing System 1 2.0

Total 51 100.0

 ANALYSIS: The above question is about the period of the time using
the connection. The 35.3 % people is using the service is more then 6 to 12
month. 47.1% people are using the service is more then 2 years . it is show
that the customer is satisfied with the service. So we say that the customer is
satisfied with the service provider.

Question:
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How much do you spend per month on you Mobile Connection?

Cumulative
Frequency Percent Valid Percent Percent

Valid up to 500 31 60.8 62.0 62.0

501-1000 12 23.5 24.0 86.0

1001-1500 6 11.8 12.0 98.0

more than 2000 1 2.0 2.0 100.0

Total 50 98.0 100.0

Missing System 1 2.0

Total 51 100.0

 ANALYSIS: This question is show the cost of the customer which is

incured in a month. We saw that 60.8% people spend only 500 per month. It
is happen because my target population is post graduate. Only 23.5% people
spend the more then 500 but below in 1000. So we say that money is more
impact on customer satisfaction. If the company provide the chief cost
service then the people using more service.

Question:
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What factor do you consider while select up particular service provider?

Cumulative
Frequency Percent Valid Percent Percent

Valid good service 18 35.3 36.0 36.0

network 17 33.3 34.0 70.0

price 8 15.7 16.0 86.0

voice quality 4 7.8 8.0 94.0

schemes 3 5.9 6.0 100.0

Total 50 98.0 100.0

Missing System 1 2.0

Total 51 100.0

 ANALYSIS: This question is the most important because the customer

rate the service which is good for the customer. 35.3% people choose the
good service. 33.3% people choose the network and 15.7% people goes for
the price. We say that price is few impact of the customer satifaction. If the
service provider give the good service and good network then the customer is
more satisfied.

Question:
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How do you find the behavior of customer care executive of your service Provider?

Cumulative
Frequency Percent Valid Percent Percent

Valid professioal & prompt 8 15.7 16.0 16.0

not responding 12 23.5 24.0 40.0

helpful 27 52.9 54.0 94.0

lazy & slow 3 5.9 6.0 100.0

Total 50 98.0 100.0

Missing System 1 2.0

Total 51 100.0

 ANALYSIS: It is only to know the customer prefrence towards the

customer care executive of the service provider. We know that customer care
executive additude has a positive impact on the customer satisfaction. 53%
people say that his addtitude is helpful for the customer.
Question:
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How do you find ISD Rates of Your service Provider?

Cumulative
Frequency Percent Valid Percent Percent

Valid costly affordable 15 29.4 30.0 30.0

economical 30 58.8 60.0 90.0

costly unaffordable 5 9.8 10.0 100.0

Total 50 98.0 100.0

Missing System 1 2.0

Total 51 100.0

 ANALYSIS:This question show the ISD rates of the service provider.

ISD rate is economical of all company 58% people say that ISD rate is
economical. So we say that the service provider give the best ISD rate.
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Question:
Will you switch to another service provider? If they provide better call rate.

Cumulative
Frequency Percent Valid Percent Percent

Valid yes 35 68.6 70.0 70.0

no 15 29.4 30.0 100.0

Total 50 98.0 100.0

Missing System 1 2.0

Total 51 100.0

 ANALYSIS: This question show that if the other service provider give
the best feature then the customer swithch to another company. But it when
happen when the customer satisfied that the other company is give the best
service. 68% people ready to switch another company. 29% people is not
want to switch. Whose people who want to switch to another company 35%
people want ot shift to Airtel. We say that Airtel is better then the others.

Question:
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If yes, then which service provider.

Cumulative
Frequency Percent Valid Percent Percent

Valid bsnl 6 11.8 12.0 12.0

reliance 10 19.6 20.0 32.0

airtel 18 35.3 36.0 68.0

others 16 31.4 32.0 100.0

Total 50 98.0 100.0

Missing System 1 2.0

Total 51 100.0

Question:
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Rate your Satisfaction level of your current service provider.

Cumulative
Frequency Percent Valid Percent Percent

Valid highly satisfied 9 17.6 18.0 18.0

satisfied 34 66.7 68.0 86.0

dissatisfied 4 7.8 8.0 94.0

highly dissatisfied 3 5.9 6.0 100.0

Total 50 98.0 100.0

Missing System 1 2.0

Total 51 100.0

 ANALYSIS: When we ask to rate the satisfaction of the current service

provider. In the above data 18% people is haighly satisfied with the service.
67% people is satisfied with the the service. Only 3 or 4% people is
dissatisfied with the service.
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 To study the whether customer satisfaction is independent

of gender or not.

HYPOTHESIS

H0= Consumer Satisfaction Have no effect of gender

H1= Consumer Satisfaction Have effect of gender.

 Chi-squire

Chi-Square Tests

Asymp. Sig. (2-

Value df sided)

Pearson Chi-Square 9.856a 16 .874

Likelihood Ratio 11.093 16 .804

Linear-by-Linear Association .991 1 .320

N of Valid Cases 50

a. 31 cells (91.2%) have expected count less than 5. The minimum expected
count is .14.

Symmetric Measures

Value Asymp. Std. Errora Approx. Tb Approx. Sig.

Interval by Interval Pearson's R .142 .097 .995 .325c

Ordinal by Ordinal Spearman Correlation .136 .113 .953 .345c

N of Valid Cases 50

a. Not assuming the null hypothesis.

b. Using the asymptotic standard error assuming the null hypothesis.

c. Based on normal approximation.

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INTERPRETATION:-
The Chi-square test revealed the significant association between gender of the
respondents and their customer satisfaction. From the Chi-square test output table
we see that a significance level of 0.874(Person’s) has been achieved. This means
the Chi-square test is showing a not significant association between the above two
variables at 37.10% confidence level (100-87.40).

Thus we conclude that at 37% confidence level, GENDER OF THE

RESPONDENTS and THEIR CUSTOMER SATISFACTION are not associated
significantly with each other, whereas this is not significant at the 95% confidence
level. From the obtained contingency coefficient (C) of 0.142, it can be inferred
that the association between the dependent and independent variable is significant,
as the value 0.142 is closer to 0.

 Factor analysis
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INTERPRETATION:-
When we calculate the factor analysis we reduce the data and search the best factor
which is effect the consumer. In the above data we see that there are ten factors.
And the consumer judged which is better for the customer.

In the above we see that the consumer chose the main three factors which is tariff
plan, network, and message service which is good for the customer and the
customer wants to these services.

When we analysis the component matrix in first rescaled components we took the
customer care, voice clarity and tariff plan is most important factors for the
customer and we say that better service if most important for the customer we say
that reliability. In the second component we say that network, billing system and
voice Cleary is also important for the customer. In the third VAS, availability and
talk time is also important for the customer.

The output of the factor analysis is obtained by requesting principal component

analysis and specifying the rotation. There are three stage of factor analysis. Stage
one being the factor extraction process, other is these factor extraction process in
shown in “scree plot”, wherein the objective is to identify how many factors are to
be extracted from the data. The most popular computation of an Eigen value, to
how many factors to extract. The higher the Eigen value of the factor, the higher is
the amount of variance explained by the factor.

Findings of the study:

 Prepaid is most preferable then the post paid.

 Airtel customer is more than other service provider.

 Maximum No of customer is GSM.

 Customer satisfied with the service.

 No of customer spend lees amount of money.

 Good service is more important then other factor.

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 Customer satisfied with the Customer care executive.

 No of customer ready to switch to another service if the service provides

provide the better service.

Conclusion:-
India has one of the world’s largest telecommunication networks. The
telecom story continues to be the best evidence of the efficacy of the reforms
process. In just few years, the number of mobile subscribers has gone up from just
about one million to 100 million, a subscriber base that only four other countries
China, the US, Japan and Russia can boast of. None can doubt the correlation
between this explosive growth in numbers and the steep decline in the cost of the
mobile phone and of its usage. Effective tariffs have dropped from over Rs 14 a
minute to Re 1, bringing the phone within reach of people even below the middle-
class.

The Government may have, therefore, landed itself a winner in the mobile
phone service providers, but the task of taking telecom to the other 90 per
cent of the population will call for even greater innovation in policymaking,
technology and marketing. Still three-fourths of the land mass is not
illuminated by a cellular signal and the price of the instrument is beyond the
reach of a substantial section of the population let alone the charges for its
use. These issues, of course, can be resolved by decisive policy action, such as a
creative use of the Universal Services Obligation fund that now has over Rs 70
billion, releasing adequate spectrum to operators in the metros, and a proactive
investment policy that invites many more equipment manufacturers to set up base
in this country. The number portability issues will solve many problems and will
help the end users, which will change the whole scenario of competition and will
make the game tougher for the service providers.

Recommendations:-

As mentioned in the future of Indian telecom and on the basis of the primary
research and secondary research, the following recommendations can be
concluded:

 Lowering the tariff plans of service providers will increase more

competition.
 In order to allow technological upgradation, segment policies should be
technology-neutral, and not specifically prescriptive.
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 Bringing more upgradation in VAS for the betterment of the users.

 Improvement of network infrastructure in both the urban and the rural Areas.