SYNOPSIS FOR RESEARCH PROJECT REPORT

(BBA-605)

On

“A COMPARATIVE STUDY ON CUSTOMER

SATISFACTION WITH REFERENCE TO VODAFONE

AND AIRTEL IN LUCKNOW CITY”

Towards partial fulfillment of

Bachelor of Business Administration (BBA)

(BBD University, Lucknow)

Submitted to: Submitted by:

Mr. Shubham Pratap Singh Surabhi Baranwal

Session 2016-2017

School of Management

Babu Banarasi Das University

Sector I, Dr. Akhilesh Das Nagar, Faizabad Road, Lucknow (U.P.) India

1. TOPIC:

“A COMPARATIVE STUDY ON CUSTOMER SATISFACTION WITH

REFERENCE TO VODAFONE AND AIRTEL IN LUCKNOW CITY”

2. INTRODUCTION & REVIEW OF LITERATURE:

Customer satisfaction, a business term 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 a balanced scorecard.

Increasing competition (whether for-profit or nonprofit) is forcing businesses to pay

much more attention to satisfying customers. 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.

Organizations need to retain existing customers while targeting non-customers.

Measuring customer satisfaction provides an indication of how successful the organization is at

providing products and/or services to the marketplace.

Customer satisfaction is an 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 telecommunication is the biggest factor in influencing the speed of life in the modern age.

Today we can get connection with any corner of world through the push button of computer;

with the small mobile phone we can send not only the massages but also a secret document. As

we know that there is a positive view behind any mention that it should be helpful in the

development of society. But humans have diverted mentality some of them of positive view and

some of them of negative view. Where use any invention for the welfare of society but some uses

for the satisfaction their disturbed mentality and to earn more and more money whether it may be

harmful for the society. They infringe the norms of society and their behavior is condemned as

antisocial, immoral and sinful.

LIETARURE REVIEW

Kumara Kaushalam (2005) in his survey on Business Today has reported that

the mobile market of Airtel had touched two lakh subscriber marks, while the Chennai

cell phone market had crossed the four lakh figures in December 2002. The total of 62

million cell phone subscribers in the Indian Telephone Market is divided between GSM

and CDMA and its proportion was 3.8:1, and 750 million numbers of cell phones sales

was expected worldwide in the year 2005.

Marine and Blanchard (2005) in their study on “Bridging the Digital Divide”

have identified the reasons for the unexpected boom in mobile networks. According to

them, cell phones, based on Global System for Mobile Communication (GSM) standard,

require less investment as compared to fixed lines. Besides this, a wireless infrastructure

has more mobility, sharing of usage and rapid profitability. Besides this, usage of prepaid cards

to the extent of 90 per cent simplifies the management of customer base.

Moreover, it is suitable to people‟s way of life-rural, urban, and sub-urban subscribers.

Contact for more

ShriKrishna

Computer Care & Cyber Zone

Chinhat Lucknow

Mo no- 9554444951

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