SUMMER TRAINING

PRESENTATION
ON
CUSTOMER SATISFACTION TOWARDS
VODAFONE WITH RELATION TO
LUCKNOW

Submitted for the partial fulfillment of the requirement

For the of degree
Of
Master of Business Administration (MBA)
Submitted By
Mohd. Kabeer
MBA- 3rd Semester
Roll No: 1140672070
Session 2015-2016

School of Management
Babu Banarasi Das University
Sector I, Dr. Akhilesh Das Nagar, Faizabad Road, Lucknow (U.P.) India

 Telecom services haveINDIAN

been
INTRODUCTION:
recognised the world over as an
TELECOM
INDUSTRY
important tool for socio-economic
development of a nation. It is one of
the prime support services needed
for rapid growth and modernisation
of various sectors of the economy.
India is currently the worlds secondlargest telecommunications market
and has registered exceptional
growth in the past few years.

Profile of the Company

Vodafone

India Ltd.is thesecond largest

mobile network operatorinIndiaby
subscriber base, afterAirtel. It is
headquartered in Mumbai,
Maharashtra.It has approximately 173
million customers as of September 2014
Vodafone India provides3Gservices on
basis of 900MHz and 1800MHz digital
GSM technology
Vodafone added maximum subscribers
in July 2014, with 13.6 lakh new users
joining its network to take its base to
17.12 crore.

continued
It

is the world's largest mobile

telecommunications company measured by
revenues and the world'ssecond
largestmeasured by subscribers (behind China
Mobile), with around 341 million proportionate
subscribers as of November 2010. It operates
networks in over 30 countries and has partner
networks in over 40 additional countries.It
owns 45% ofVerizon wireless, the largest
mobile telecommunications company in the
United States measured by subscribers.
The name Vodafone comes
fromvoicedatafone, chosen by the company
to "reflect the provision of voice and data
services over mobile phones".

CUSTOMER SATISFACTION

Customer satisfaction, abusinessterm, is

a measure of how products and services
supplied by a company meet or surpass
customer expectation. It is seen as a key
performance indicator within business and
is part of the four of aBalanced Scorecard.
In a competitive marketplace where
businesses compete for customers,
customer satisfaction is seen as a key
differentiator and increasingly has become
a key element of business strategy.

VODAFONE SERVICES

3G
iPhone
M-Pesa
SMS
SMS Chat
Group messaging on
mobile
Movies
Music
Dating
EDGE on Vodafone
Vodafone Contests
Callertunes
Ringtones
Music Card
Full Song Download

SMS Tones
Videotones
Daily forecast
Live astrology
Sports
Games
Ask the Expert
Bhaktisagar
Airline
Stock, forex & bullion
Vodafone mobile
banking
News
Finance
Vodafone Alerts

OBJECTIVES OF THE
STUDY
Main objective of the study is to know about the

Customer Satisfaction towards Vodafone

Services in Lucknow City.
Other objectives of the study are as
follows: To understand the customer perception about
Vodafone services.
To study about consumers expectation from the
Vodafone.
To study the satisfaction level of users of
Vodafone.
To give few suggestion to increase more users of
Vodafone.
To know about market standing of Vodafone.

RESEARCH
METHODOLOGY
The marketing research designs are classified on the basis

of fundamental objective of the research. They may be

exploratory or conclusive.
Here in project Market Share of Vodafone, the nature of
research is exploratory, Descriptive, and Analytical.. This
research is to cover the nature of users of VODAFONE. And
the thinking and perception of consumers about Vodafone
and the way of getting profit & convenience by using
Vodafone is their vehicles basically those who are living in
Lucknow.
DATA COLLECTION METHOD:PRIMARY DATA
As the research is exploratory describe and Analytical in
nature concerning users related to the Vodafone. Primary
data collected by the Questionnaire and direct
interaction with different people.
SECONDARY DATA- To obtain Secondary data I have used
following resources-

Sampling Size When survey is undertaken it is not

possible to cover the entire
population. The sample size
decision is related directly to
research cost.The Sampling size
was undertaken for investors
through questionnaires for our
research purpose is 200.
UniverseUniverse of this study is Lucknow.

FINDINGS

Maximum Customers are satisfied with Vodafone Service.

Most of the respondents using Vodafone connection since
more than a year.
Most of the respondents expense around 151-350 on mobile
per month.
According to survey Vodafone is best amongst all its
competitors.
Most of the respondents think that Airtel is toughest
competitor for the Vodafone in future.
Most of the respondents will not change Vodafone as
service provider.
Most of the respondents grade Vodafone network as good
whether only few has some complaint about the network.
Maximum subscribers dont use SMS service. Yet, some
followers use good number of SMS per month. (As per the
new guidelines SMS services are restricted to 100 SMS/day
by the user which is now is not cost effective due to its high
charges and has a restrictions over it for a day).
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.

RECOMMENDATIONS
Vodafone

should introducemore schemes and offers in

faster intervals.
Vodafone should introduced new SMS schemes in their
youth plans to meet the challenges of its rivals.
Vodafone should decrease call rates of STD and ISD to
increase its subscriber base.
Some customers are not aware of Vodafone Tariff plans
and new schemes which is very useful for him.
Another problem for the customer is some people are
think Vodafone plans are very expensive, it is because
of his unawareness. Thus it is very necessary to
concentrate on advertising of product.
Customers are dissatisfied with retailers due to non
information about the recharge plans and quality of
information provided by the retailers is not satisfied for
the customer.

CONCLUSION

It was a learning experience studying the customer

satisfaction towards Vodafone services in Lucknow
city. Although it was not easy task collecting
information from the customers but it was also a
challenging and interesting one where I had real
experience of customer inputs regarding a product.
From the above analysis, I would like to conclude
that major respondents are satisfied with Vodafone
services like call rates, SMS rates and new
schemes& offer many of the respondents are
satisfied with the services of Vodafone and thus
they would like to recommend Vodafone to others.
Most of the respondents are also satisfied with the
network provided by Vodafone. Vodafone can
improve its customer base by innovating variety of
services to its customer. Vodafone Super Weeks is
one such example where they are targeting youth
for the online services through mobile phones. Its a
strategy which can get them to the market leader
position in the coming year. To conclude, Vodafone
is growing because ofsatisfied customers with its
services and new and innovative plans for all
categories of customers.

BIBLIOGRAPHY

were considered
Books
Research Methodology by C. R. Kotharis

Marketing management by Mr. Philip Kotler.

Marketing Strategy and Management by Mr. Michael J. Baker.
Business magazine& news paper
The Times of India
The Economic Times
4Ps, Pitch, Business & Economy
Websites
https://en.wikipedia.org/wiki/Vodafone_India
http://www.businessstandard.com/article/companies/subscribers-for-3g-set-todouble-113072900666_1.html
http://gadgets.ndtv.com/telecom/news/vodafone-india-reveals14747-million-subscribers-25-million-use-3g-services-327810
https://www.vodafone.in/3gworld/page/3g_overview.aspx
http://microsite.vodafone.in/sustainability/pdfs/sustainability_re
port2013.pdf
http://www.ibef.org/industry/telecommunications.aspx

THANK
YOU