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1) Introduction:
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 slated to an estimated
contribution of nearly 1% to India’s GDP.
The Indian Telecommunications network with 110.01 million connections is the fifth
largest in the world and the second largest among the emerging economies of Asia.
Today, it is the fastest growing market in the world and represents unique opportunities
Year Description
1851 First operational land lines were laid by the govt. near Calcutta(seat of
British Power)
1999 Cellular Services are launched in India. New National Telecom Policy is
adopted.
It seems that only companies with deep pockets can effectively compete as primary
operators mobile markets. Economies of scale, scope, and end-to-end presence in long-
distance as well as local telecom, are desirable.
There are, besides, new challenges. Operators have to find new growth drivers for the
wire line business. There are problems of getting broadband to take off, of technology
choice, of when to introduce new technologies, and of developing a viable business
model in an era of convergence.
India has the fastest growing mobile markets in the world. The mobile services were
commercially launched in August 1995 in India. In the initial 5-6 years the average
monthly subscribers additions were around 0.05 to 0.1 million only and the total mobile
subscribers base in December 2002 stood at 10.5 millions. However, after the number of
proactive initiatives taken by regulator and licensor, the monthly subscriber additions
increased to around 2 million per month in the year 2003-04 and 2004-05.
India has opted for the use of both the GSM (global system for mobile communications)
and CDMA (code-division multiple access) technologies in the mobile sector.
The mobile tariffs in India have also become lowest in the world. A new mobile
connection can be activated with a monthly commitment of US$ 5 only. In 2005 alone 32
million handsets were sold in India. The data reveals the real potential for growth of the
Indian mobile market.
As on Apr 2007 India has 167 million mobile phone subscribers. Out of this 125 million
are GSM users and 41 million CDMA users. BSNL, Bharti Airtel, Hutch, Idea, Aircel,
Spice and MTNL are the main GSM providers in India. Reliance Communications and
Tata Indicom are the main CDMA providers in India.
Bharti Airtel
Reliance Communications
Reliance has both CDMA and GSM networks and total subscriber base of 29 million or
17% market share. It has GSM network in Assam, Bihar, Himachal Pradesh, Kolkata,
North East, Madhya Pradesh, Orissa and West Bengal. Reliance has CDMA networks in
other states and cities.
BSNL is a state owned telecom company which has GSM presence in almost every cities
and towns. BSNL has 27 million subscribers with a market share of 16%.
Vodafone
Vodafone is another emerging GSM provider in India with coverage in Kerala, Mumbai,
Delhi, Kolkata, Chennai, Gujarat, Andhra Pradesh, Karnataka and Punjab with a total
subscriber base of 27 million.
Tata Indicom
Tata Indicom is a main CDMA provider in India with 16 million subscribers all over
India. Tata Indicom has presence in almost every state and cities in India.
The name Vodafone comes from Voice data fone, chosen by the company to "reflect the
provision of voice and data services over mobile phones."
2.2) Mission:
Vodafone is primarily a user of technology rather than a developer of it, and this fact is
reflected in the emphasis of our work program on enabling new applications of mobile
communications, using new technology for new services, research for improving
operational efficiency and quality of our networks, and providing technology vision and
leadership that can contribute directly to business decisions.
2.3) Vision:
2.4) History:
In September 1988 the company was again renamed Racal Telecom and on 26 October
1988 Racal Electronics floated 20% of the company. The flotation valued Racal Telecom
at GB£1.7 billion On 16 September 1991 Racal Telecom was demerged from Racal
Electronics as Vodafone Group.
In July 1996 Vodafone acquired the two thirds of Talkland it did not already own for
£30.6 million. On 19 November 1996, in a defensive move, Vodafone purchased Peoples
Phone for £77 million, a 181 store chain whose customers were overwhelmingly using
Vodafone's network. In a similar move the company acquired the 80% of Astec
Communications that it did not own, a service provider with 21 stores.
In 1997 Vodafone introduced its Speech mark logo, as it is a quotation mark in a circle;
the O's in the Vodafone logotype are opening and closing quotation marks, suggesting
conversation.
On 21 September 1999 Vodafone agreed to merge its U.S. wireless assets with those of
Bell Atlantic Corp to form Verizon Wireless. The merger was completed on 4 April 2000.
In November 1999 Vodafone made an unsolicited bid for Mannesmann, which was
rejected. Vodafone's interest in Mannesmann had been increased by the latter's purchase
of Orange, the UK mobile operator. Chris Gent would later say Mannesmann's move into
the UK broke a "gentleman's agreement" not to compete in each other's home territory.
The hostile takeover provoked strong protest in Germany and a "titanic struggle" which
saw Mannesmann resists Vodafone's efforts. However, on 3 February 2000 the
Mannesmann board agreed to an increased offer of £112bn, then the largest corporate
merger ever. The EU approved the merger in April 2000. The conglomerate was
subsequently broken up and all manufacturing related operations sold off.
On 28 July 2000 the Company reverted to its former name, Vodafone Group Plc. In April
2001 the first 3G voice call was made on Vodafone United Kingdom's 3G network. In
2001 the Company took over Eircell, then part of eircom in Ireland, and rebranded it as
Vodafone Ireland. It then went on to acquire Japan's third-largest mobile operator J-
Phone, which had introduced camera phones first in Japan.
In February 2002 Finland was added into the mobile community, as Radiolinja is signed
as a Partner Network. Radiolinja later changed its named to Elisa. Later that year the
On 7 January 2003 the Company signed a group-wide Partner agreement with mobilkom
Austria. As a result, Austria, Croatia, and Slovenia were added to the community. In April
2003 Og Vodafone was introduced in the Icelandic market and in May 2003 Vodafone
Italy (Omnitel Pronto-Italia) was rebranded Vodafone Italy. On 21 July 2003 Lithuania
was added to the community, with the signing of a Partner Network agreement with Bitė.
In June 2005 the Company increased its participation in Romania's Connex to 99% and
also bought the Czech mobile operator Oskar. On 1 July 2005 Oskar of the Czech
Republic was rebranded as Oskar-Vodafone. Later that year on 17 October 2005
Vodafone Portugal launched a revised logo, using new text designed by Dalton Maag, and
a 3D version of the Speech mark logo, but still retaining a red background and white
writing (or vice versa). Also, various operating companies started to drop the use of the
SIM card pattern in the company logo. (The rebranding of Oskar-Vodafone and Connex-
Vodafone also does not use the SIM card pattern.) A custom typeface by Dalton Maag
(based on their font family InterFace) formed part of the new identity.
In 2006 the Company rebranded its Stoke-on-Trent site as Stoke Premier Centre, a centre
of expertise for the company dealing with Customer Care for its higher value customers,
technical support, sales and credit control. All cancellations and upgrades started to be
dealt with by this call centre. On 5 January 2006 Vodafone announced the completion of
the sale of Vodafone Sweden to Telenor. On February 2006 the Company closed its
Birmingham Call Centre. In 1 February 2006 Oskar Vodafone became
Vodafone Czech Republic, adopting the revised logo and on 22 February 2006 the
Company announced that it was extending its footprint to Bulgaria with the signing of
Partner Network Agreement with Mobiltel, which is part of mobilkom Austria group.
On 12 March 2006 former chief, Sir Christopher Gent, who was appointed the honorary
post Chairman for Life in 2003, quits following rumours of boardroom rifts. In April
2006 the Company announced that it has signed an extension to its Partner Network
Agreement with BITE Group, enabling its Latvian subsidiary "BITE Latvija" to become
the latest member of Vodafone's global partner community. Also in April 2006 Vodafone
Sweden changed its name to Telenor Sverige AB and Connex-Vodafone became
Vodafone Romania, also adopting the new logo. On 30 May 2006 Vodafone announced
the biggest loss in British corporate history (£14.9 billion) and plans to cut 400 jobs; it
reported one-off costs of £23.5 billion due to the revaluation of its Mannesmann
subsidiary. On 24 July 2006 the respected head of Vodafone Europe, Bill Morrow, quit
unexpectedly and on 25 August 2006 the Company announced the sale of its 25% stake
in Belgium's Proximus for €2 billion. After the deal, Proximus was still part of the
community as a Partner Network. On 5 October 2006 Vodafone announced the first
single brand partnership with Og Vodafone which would operate under the name
Vodafone Iceland and on 19 December 2006 the Company announced the sale of its 25%
stake in Switzerland's Swisscom for CHF4.25 billion (£1.8 billion). After the deal,
The Surat People’s Co-op Bank College of Business Administration 14
Swisscom would still be part of the community as a Partner Network. Finally in
December 2006 the Company completed the acquisition of Aspective, an enterprise
applications systems integrator in the UK, signaling Vodafone's intent to grow a
significant presence and revenues in the ICT marketplace.
Early in January 2007 Telsim in Turkey adopted Vodafone dual branding as Telsim
Vodafone and on 1 April 2007 Telsim Vodafone Turkey dropped its original brand and
became Vodafone Turkey. On 1 May 2007 Vodafone added Jersey and Guernsey to the
community, as Airtel was signed as Partner Network in both crown dependencies. In June
2007 the Vodafone live! Mobile Internet portal in the UK was relaunched. Front page was
now charged for and previously "bundled" data allowance was removed from existing
contract terms. All users were given access to the "full" web rather than a Walled Garden
and Vodafone became the first mobile network to focus an entire media campaign on its
newly launched mobile Internet portal in the UK. On 1 August 2007 Vodafone Portugal
launched Vodafone Messenger, a service with Windows Live Messenger and Yahoo!
Messenger.
On 17 April 2008 Vodafone extended its footprint to Serbia as VIP mobile was added to
the community as a Partner Network and on 20 May 2008 the Company added VIP
Operator as a Partner Network thereby extending the global footprint to Macedonia. In
May 2008 Kall of the Faroe Islands rebranded as Vodafone Faroe Islands.
Vodafone Essar, previously Hutchison Essar is a cellular operator in India that covers 21
telecom circles in India. Despite the official name being Vodafone Essar, its products are
Vodafone Essar provides 2G services based on 900 MHz and 1800 MHz digital GSM
technology, offering voice and data services in 22 of the country's 23 licence areas.
2.5.2) Ownership:
Vodafone Essar is owned by Vodafone 52%, Essar Group 33%, and other Indian
nationals, 15%.
On February 11, 2007, Vodafone agreed to acquire the controlling interest of 67% held by
Li Ka Shing Holdings in Hutch-Essar for US$11.1 billion, pipping Reliance
Communications, Hinduja Group, and Essar Group, which is the owner of the remaining
33%. The whole company was valued at USD 18.8 billion. The transaction closed on
May 8, 2007.
The company used to be named Hutchison Essar, reflecting the name of its previous
owner, Hutchison. However, the brand was marketed as Hutch. After getting the
necessary government approvals with regards to the acquisition of a majority by the
Vodafone Group, the company was rebranded as Vodafone Essar. The marketing brand
was officially changed to Vodafone on 20 September 2007.
On September 20, 2007 Hutch becomes Vodafone in one of the biggest brand transition
exercises in recent times.
Vodafone Essar is spending somewhere in the region of Rs 250 crores on this high-profile
transition being unveiled today. Along with the transition, cheap cell phones have been
launched in the Indian market under the Vodafone brand. There are plans to launch co-
branded handsets sourced from global vendors as well.
A popular daily quoted a Vodafone Essar director as saying that "the objective is to
leverage Vodafone Group's global scale in bringing millions of low-cost handsets from
across-the-world into India."
While there is no revealing the prices of the low-cost Vodafone handsets, the industry is
abuzz that prices might start at Rs 666, undercutting Reliance Communications' much-
hyped 'Rang Barse' with cheap handsets beginning at Rs 777.
Incidentally, China's ZTE, which is looking to set-up a manufacturing unit in the country,
is expected to provide several Vodafone handsets in India. Earlier this year, Vodafone
penned a global low-cost handset procurement deal with ZTE
3.1) Introduction:
There is a substantial body of empirical literature that establishes the benefits of customer
satisfaction for firms.
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 behaviors such as return and
recommend rate. The level of satisfaction can also vary depending on other options the
customer may have and other products against which the customer can compare the
organization's products.
Because satisfaction is basically a 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 1998 defined
ten 'Quality Values' which influence satisfaction behavior, further expanded by Berry in
2002 and known as the ten domains of satisfaction. These ten domains of satisfaction
include: Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-
The usual measures of customer satisfaction involve a survey with a set of statements
using a Likert Technique or scale. The customer is asked to evaluate each statement and
in term of their perception and expectation of performance of the organization being
measured.
Lisbon, 25 August 2008 - Vodafone obtained the highest customer satisfaction index in
the telecommunications sector in 2007, according to annual results published by Anacom.
Vodafone achieved a satisfaction index of 74.4 (on a scale of 0 to 100), the highest score
of all the companies in the Portuguese telecommunications market and considerably
above the sector average of 67.6.
In the report published by Anacom, Vodafone is ranked in first place in all the indicators
included in the survey: Satisfaction with the operator, Image that customers have of the
operator, Customer Expectations, Perceived Quality of the operator's network and
In the Perceived Quality indicator, Vodafone obtained a score of 8.3 points for overall
quality, way ahead of the scores of the other two operators (both obtained 7.7 points).
Vodafone comes top in all the indicators for perceived quality of network and services:
technical quality of the network (8.2 points); customer service and advice capability (7.6
points); quality (8.2 points), diversity (8.0 points) and reliability (7.9 points) of products
and services offered; clarity and transparency of information supplied (7.8 points);
network coverage (7.9 points) and clarity and transparency of price plans (7.9 points).
Similarly, in the indicators measuring the Image of mobile operators, Vodafone comes top
in the five categories analyzed (on a scale of 1 to 10): 'It is a reliable company in terms of
what it says and what it does' (8.1 points); 'It is stable and well established in the market'
(8.8 points); 'It contributes positively to society' (7.5 points); 'It cares about its customers'
(7.6 points); and 'It is innovative and forward looking' (8.5 points).
The methodology used in the ECSI Portugal 2007 survey (ECSI – European Customer
Satisfaction Index) is similar to that used by the European Commission to survey
customer satisfaction in 25 Member States, enabling comparisons to be made between the
results obtained in each country.
The ECSI Portugal 2007 Communications survey was carried out by the Higher Institute
of Statistics and Information Management at Lisbon's New University in partnership with
the Portuguese Quality Institute and the Portuguese Quality Association, with
sponsorship from Anacom.
4.1) Strengths:
The main strength of Vodafone within the telecommunications market lies in its
brand image and recognition. Vodafone, having established a global presence and having
invested highly in marketing a differentiated image by promoting a Vodafone life style,
currently enjoys a differentiating advantage that, if exploited properly, can offer a lead in
competition. The presence of Vodafone in numerous countries within Europe as well as in
all part of the world enhances this image. It allows customers to travel and enjoy easily
4.2) Weaknesses:
The expansion of Vodafone has been completed at the expense of direct control of
its operations. The company grew through a process of acquisitions of national
telecommunications companies (e.g. the acquisition of the third biggest Czech mobile
phone operator, Cesky mobile) rather than organic growth. This increased its subscribers’
base quickly, offering direct market knowledge and immediate additions of customer
bases at the expense of direct effective control of the subsidiaries. At the same time
though, it implicitly imposed a centralized operational structure for the group, nominating
the UK headquarters as the leading business unit running a much centralised marketing
and handset procurement at group level. This has resulted in the neglect of local markets
and local differences, allowing market share to be gained by smaller local competitors.
Due to the highly saturated Western European market this has resulted in an increase in
the price elasticity of demand, with consumers becoming continuously price oriented.
This has resulted in high customer churn rates reaching the level of 32.8% in the UK
compared to O2’s 24%.
4.3) Opportunities:
4.4) Threats:
Marketing research has proved an essential tool to make all the need of marketing
management. Marketing research therefore is the scientific process of gathering and
analyzing of marketing information to meet the needs of marketing management. But
gathering of observation is must be systematic. The systematic conduct of research
requires:
Following are the main objective to study about the customer satisfaction on
Vodafone.
There are many benefits related to take this study. Some of the benefits of taking
this study are as follows:
More people will get aware about Vodafone that will increase profit level of
Vodafone.
This study helps to identify the behavior of consumer when there are no offers &
schemes from Vodafone.
Problem Identification
The Surat People’s Co-op Bank College of Business Administration 32
Research Design
Data Collection
The first and the most important step of marketing research is properly defining
the problem. In order to identify the research problem two categories of problem should
be carefully noticed.
A number of customers are not satisfied with services, new schemes and offers.
A number of customers are not satisfied with the current call rates of Vodafone.
A number of customers are not satisfied with the Free SMS schemes.
A number of customers are not satisfied with the service of customer care of
Vodafone.
1 Exploratory Research:-
2 Descriptive Research:-
Basically there are two types of data i.e. secondary and primary:
1 Observation Method:
2 Survey Method:
3 Experimental Method.
4 Panel Method.
1 Internal Source:
Various internal sources like employee, books, sales activity, stock availability,
product cost, etc.
The Researcher has used primary data for the core purpose of the project and this
primary data has been gathered by survey method. The researcher has also used
secondary data
C) Sampling Plan:
The researcher has design a sampling plan that is consist of five decisions.
I) Sampling unit:
Who is to be surveyed?
i) Probability Sampling : -
Probability sampling means each unit of the universe has equal chance of getting
selected. The most frequently used probability sampling methods are as below:
d) Cluster Sampling.
f) Replicated Sampling.
a) Judgment Sampling.
b) Convenience Sampling.
c) Panel Sampling.
d) Quota Sampling
For this purpose the researcher has used non probability convenience sampling.
Sample size means limited numbers of respondents covered under the research
study from a population and the researcher has taken a survey of 100 respondents to
know the satisfaction level of customer.
V) Sampling Unit:
Here the researcher has randomly selected the respondents of the Surat city.
After all the above steps are completed now the important step is data analyzing
and interpretation. For this there are various analytical and statistical tools. Some of these
tools are Percentage, Average, Dispersion, Co-relation, Co-efficient, etc.
Purpose:
The main purpose of this question is to know how many respondents use mobile
phone.
Suggestions Yes No
No. of respondents 93 7
Interpretation:
93% of the respondents are have a mobile phone while 7% of the respondents do
not have a mobile phone.
Purpose:
The main purpose behind this question is to know about the awareness of
respondents regarding different telecommunications services and also to know about
which telecommunication(operator’s) service they use.
Suggestions Yes No
No. of respondents 95 5
Interpretation:
95%
of
the
respondents are aware about telecommunications services while 5% are not aware.
Interpretation:
Major respondents using mobile are enjoying Vodafone services. 16% of the
respondents use Airtel, 6% respondents use Idea while 12%, 4% and 2% respondents use
Reliance, BSNL and Tata Indicom respectively.
The purpose behind this question is to know about the awareness of Vodafone
among all the respondents.
Suggestions Yes No
No. of respondents 87 0
Interpretation:
The purpose behind this question is to know from which source the respondents
came to know about Vodafone.
Interpretation:
36% of the respondents are aware about Vodafone through Advertisements, 29%
are aware because of Hoardings while 20% and 15% of the respondents are aware
because of Newspapers and Mouth Publicity respectively.
The purpose behind this question is to know about the usage time of Vodafone
customers i.e. since how long they are using Vodafone services.
Interpretation:
Major Respondents using Vodafone are old customers. 39% of the respondents
use Vodafone services from past more than 1 year while the lowest is 14% respondents
using Vodafone services less than 1 month.
The purpose behind this question is to know which services do the Vodafone
customer use, Pre-Paid or Post-Paid.
Interpretation:
84% of the respondents use pre-paid services while only 16% of the respondents
use post-paid services.
Q7) Which services are more helpful to you while using Vodafone
Services?
Interpretation:
Here major Respondents are youngsters so they mainly use SMS services of
Vodafone. 37% of the respondents use Vodafone for SMS services while only 14% of the
respondents use Vodafone for Value Added Services.
Purpose:
Suggestions Yes No
No. of respondents 76 11
Interpretation:
87% of the respondent calls at customer care while 13% respondents do not call at
customer care.
Interpretation
Purpose:
The main purpose of this question is to know the reason of the respondents
regarding calling at customer care.
Interpretation:
34% of respondents call at customer care for complaining purpose while 30%,
19% and 17% of respondents call customer care for other queries, information regarding
new schemes and value added services respectively.
Network:
Interpretation:
Here major respondents are satisfy with the network coverage. 36% of the
respondents are rate the Vodafone’s network excellent, 33% rate it very good, 20% rate it
farely good while 8% and 3% rate it average and poor.
SMS Rates:
Interpretation:
Here major respondents are not much satisfied with the SMS rates of Vodafone as
major respondents are youngsters. 7% of respondents rate it excellent, 22% rate it very
good, 40% rate it fairly good, 28% rate it average, 3% rate it poor.
Purpose:
Interpretation:
Here major respondents are not much satisfied with new schemes and offers of
Vodafone. 38% respondents rate new schemes and offers as average, 31% respondents
rate it as fairly good, 16% rate it as very good while 12% and 3% rate it as poor and
excellent respectively.
Customer Care:
Purpose:
Interpretation:
Recharge Outlets:
The purpose behind this analysis is to know about the satisfaction of the Vodafone
customers regarding recharge outlets.
Interpretation:
Recharge outlets of Vodafone are majorly rated on fairly good and very good
basis. 36% of the respondents rate it as fairly good, 32% rate it as very good, 16% rate it
as average, 14% rate it excellent and 2% respondents rate it as poor.
Purpose:
The purpose behind this analysis is to know about the perception of vodafone
customers regarding different call rates.
Interpretation:
Major percentage of respondents are not happy with the call rates of Vodafone.
49% of respondents rate call rates of vodafone as fairly good, 23% rate it as very good,
22% rate it as average while 4% and 2% respondent rate it as poor and excellent
respectively.
The purpose behind this analysis is to know about the perception of vodafone
customers regarding Value Added Services.
Interpretation:
Value added services of Vodafone are quite feasible as compared to some of the
other services. 33% respondents rate it as fairly good, 28% rate it as very good, 22% rate
it as average while 10% and 7% rate it as excellent and poor respectively.
Interpretation:
6 don’t use Vodafone services because of high prices. 3 respondents don’t use
Vodafone services because of poor services while 2 respondents each don’t use vodafone
services because of lack of awareness and poor network.
Purpose:
The Surat People’s Co-op Bank College of Business Administration 60
The purpose of this question is to know the recommendations of the respondents
towards Vodafone, whether they would like to recommend the Vodafone services to
others or not.
Suggestions Yes No
No. of respondents 78 9
Interpretation:
Interpretation:
Major respondents are youngsters i.e. 62% of the respondents belong to age group
of 18-25, 26% respondents belong to age group of 26-50, 7% of respondents belong to 51
or above age group while only 5% of the respondents belong to age group of below 18
years.
Purpose:
The main purpose of this analysis is to know the perception of different
respondents of differnet age groups regarding network service.
Age
Ratings Below 18 18-25 26-50 51 or above Total
Excellent 1 19 9 2 31
Very good 2 18 7 2 29
Fairly good 0 10 6 1 17
Average 1 5 1 0 7
Poor 0 2 0 1 3
Total 4 54 23 6 87
Interpretation:
Here major respondents rating network as excellent are youngsters that include
the age group of 18-25, the same is the case with all the rating of this service.
Ratings Age
Below 18 18-25 26-50 51 or above Total
Excellent 0 1 3 2 6
Very good 1 12 5 1 19
Fairly good 1 27 5 2 35
Average 2 11 10 1 24
Poor 0 3 0 0 3
Total 4 54 23 6 87
Major respondents are youngsters and they are not much satisfied with the SMS
rates of Vodafone.
Purpose:
The main purpose of this analysis is to know the perception of different
respondents of differnet age groups regarding call rates.
Ratings Age
Below 18 18-25 26-50 51 or above Total
Excellent 0 2 0 0 2
Very good 1 11 6 2 20
Fairly good 2 26 12 3 43
Average 1 13 4 1 19
Poor 0 2 1 0 3
Total 4 54 23 6 87
Interpretation:
93% of the respondents are have a mobile phone while 7% of the respondents do
not have a mobile phone.
16% of the respondents use Airtel, 6% respondents use Idea while 12%, 4% and
2% respondents use Reliance, BSNL and Tata Indicom respectively.
36% of the respondents are aware about Vodafone through Advertisements, 29%
are aware because of Hoardings while 20% and 15% of the respondents are aware
because of Newspapers and Mouth Publicity respectively.
39% of the respondents use Vodafone services from past more than 1 year while
the lowest is 14% respondents using Vodafone services less than 1 month.
84% of the respondents use pre-paid services while only 16% of the respondents
use post-paid services.
37% of the respondents use Vodafone for SMS services while only 14% of the
respondents use Vodafone for Value Added Services.
87% of the respondent calls at customer care while 13% respondents do not call
at customer care.
31% respondents respondents call customer care once a month while 16% and
7% of respondents call once a week and daily respectively.
5 respondents among the total no. of respondents don’t use Vodafone services
because of high prices. 3 respondents don’t use Vodafone services because of poor
services while 2 respondents each don’t use vodafone services because of lack of
awareness and poor network.
Conclusion
Follwing are the conclusion that the researcher found after the survey.
From the above analysis the researcher concludes that major respondents are
dissatisfied with some of the major services like call rates, SMS rates and new
Major customers of Vodafone are old customers so many of the respondents are
satisfied with the services of Vodafone and thus they would like to recommend
Vodafone to others.
services.
rates, but Vodafone dissatisfies these age group (18-25) as their call rates and SMS
Following are some of the suggestions given by the researcher so that Vodafone can serve
Vodafone should provide more offers to Post-Paid customers so that the number
Vodafone should bring introduce some new SMS schemes for the youngsters.
Vodafone should provide more schemes and offers to its old customers.
Websites:
http://www.vodafone.com/start/media_relations/news/local_press_releases/por
tugal/portugal_press_release/vodafone_had_highest.html
http://en.wikipedia.org/wiki/Customer_satisfaction
http://en.wikipedia.org/wiki/Hutch_(Indian_cellular_company)
http://en.wikipedia.org/wiki/Vodafone
http://bora.nhh.no/bitstream/2330/1919/1/Saplitsa%202008.pdf
www.anacom.pt/render.jsp?contentId=606658
www.iimcal.ac.in/community/consclub/reports/telecom.pdf
www.scribd.com
o Yes
o No
Q2) Are you aware about telecommunications service?
o Yes
o No
If yes, then which operator’s Service do you use?
o Vodafone (Multi-choice)
o Airtel
o Idea
o Reliance
o BSNL
o Tata Indicom ( If not Vodafone then go to Q12 )
Q3) Are you aware about Vodafone?
o Yes
o No (If No, then go to Q11 )
Q4) From which source you came to know about Vodafone?
o Advertisement (Multi-choice)
o Hoardings
o Newspapers
o Mouth Publicity
Q5) Since how long you are using Vodafone services?
o Pre-paid
o Post-paid
Q7) Which services are more helpful to you while using Vodafone services?
o Yes
o No
If yes, how often you call at customer care?
o Daily
o Once a week
o Once a month
o Occasionally
Q9) For what reason you call at customer care?
Network
SMS rates
Customer Care
Recharge outlets
Call Rates
o Less Advertisements
o Less Publicity
o Others
(If others then mention ________________________)
o Yes
o No
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Name: ________________
Sex: Male/Female
Signature: __________