Introduct:on

Customer Satisfaction from mobile services

Customer satisfaction is the level of a person's felt state resulting from comparing a
product's perceived performance.
According to Philip Kotler, "satisfaction is a person's feelings of pressure or
disappointment resulting from product's perceived performance (outcome) in relation to
his or her expectations."
This satisfaction level is a function of difference between perceived performance and
expectations. If the product's performance, exceed expectation the customer highly
satisfied or delighted. If the performance matches the expectations the customer is
satisfied. If the products performance fall shorts of expectations the customer is
dissatisfied.

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Conceptual framework

This topic under consideration "A study on customer satisfaction from mobile services"
for measuring customer satisfaction level.
Today in market there is large number of telecom service provider, which are providing
several services some of them more beneficial, this study will be conducted to know how
they are serving the costumer and trying to delight the costumer and what are the new
trend in telecom sector which is affecting customer perception for using any service
provider and to know why the customer frequently changing their service provider are be
loyal, also to make aware the service provider that what customer wants from them.
The telecom companies whose services we are going to research are the big telecom
companies:

1. Bsnl
2. Reliance
3. Ai rtel
4. Vodafone
5. Tata Docomo
6. Idea

This companies are providing several service and many value added schemes which are
not only useful for communicatirm but also useful for business purpose.

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Review of Literature

Debnath (2008) This study explain that the prime focus of the service providers is to
Create a loyal customer base by benchrnarking their performances and retaining existing
customers in order to benefit from their loyalty. With the commencement ofthe economic
liberalization in 1991, and with a view to expand and improve telecom infrastructure
through the participation of the private sector, the Government of India permitted foreign
companies holding 51 percent equity stake in joint ventures to manufacture te:lecom
equipment in India. The Indian Government has announced a new policy, which allows
private firms to provide basic telephone services. There had been a monopoly of the
state-owned department of telecommunications. However, several companies are
expected to benefit from the policy change.
Kalpana and Chinnadurai (2006) in their study titled "Promotional Strategies of Cellular
Services: A Customer Perspective" analyzed that the increasing competition and
changing taste and preferences of the customer's all over the world are forcing companies
to change their targeting strategies. The study revealed the customer attitude and their
satisfaction towards the cellular services in Coimbatore city. It was found that
advertisement play a dominant role in influencing the customers but most of the
customers are of opinion that promotional strategies of cellular companies are more sale
oriented rather than customer oriented.
Seth et al (2008), in their stud titled "Managing the Customer Perceived Service Quality
for Cellular Mobile Telephone: an Empirical Investigation" analyzed that there's relative
importance of service quality attributes and showed that responsiveness is the most
importance dimension followed by reliability, customer perceived network quality,
assurance, convenience, empathy and tangibles. This would enable the service providers
to focus their resources in the areas of importance. The research resulted in the
development of a reliable and valid instrument for assessing customer perceived service
quality for cellular mobile services.

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Rationale

Finding source of information of consumer in respect of mobile services.

What are the expectations of customer from their services provider.
As a MBA student we shall get the knowledge of various research pattern and tools. We
will also know the market strategy which is used by companies for attracting the
customer.

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Objectives of the study

This project aims at studying the present market scenario. The major players in the
market today are Airtel, Vodafone, Bsnl, Tata indicom, Reliance, Idea. All The
companies want to capture the market study concerns with evaluating fast developing
area. Al! the service providers were taken to measure the satisfaction of customer.
The main objectives of the study are:

1. To compare satisfaction level of customer of various service provider.

2. To analyze the factors which are responsible for the customer satisfaction by mobile
services.

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Research Methodology

RESEARCH DESIGN

The design for this study is Exploratory and Random sampling.

SOURCES OF DATA

The study undertaken there to be mainly based on the primary data i.e. structured
questionnaire is designed.

TOOLS AND TECHNIQUES USED FOR ANALYSIS

In this study the technique used for interpreting the results is comparative charts, graphs,
tables.

DATA COLLECTION

The data will collected randomly irrespective of the category of the people in the form of
questionnaire and the sample size is 120 respondents.

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REFERENCES

1. Philip kotler 13th edition pearson prentice hall. www.prenhall.com\kotler

2. Rajan sakxena 3rd edition the mcgraw hill new delhi. www.tatamcdrawhill.corri
3. Sethet, Etal, "Managing the Customer Perceived Service Quality for Cellular Mobile"
4. Consumer boying preference towards branded and unbranded brakel.
5. vvww.scribd.com