brm project

A

Project Report

On

Criteria of Selection and Consumer Satisfaction on Mobile

Telecommunication Service provider

2012-13

PGP-GBM

Submitted by- Submitted to-

Manish Kumar Lodha Mr. Jitendra Sharma PGP-GBM IInd Sem. Professor M00103 (Marketing Research)

XCELLON INSTITUTE SCHOOL OF BUSINESS22/23, Shrimali Society, Opp. Navrangpura Police Station,

Navrangpura, Ahmedabad-380009

1

ACKNOWLEDGEMENT

No task can be achieved alone. It took many special people to

facilitate and support it. Hence, I would like to acknowledge all for their

valuable support and convey my humble gratitude.

I would like to thank Mr. Jitendra Sharma (Professor, Xcellon

Institute School of Business ,AHMEDABAD.) without whose direction

and guidance with constructive comments and encouragement

throughout the interview. Mr. Sharma valuable advice, remarks and

discipline insured that I was constantly on my feet. I am very thankful to

him for provide support, knowledge about practical experience, which I

got from him.

.

Manish Kumar Lodha

Contents2

Chapter

No.

Name Page No.

1. Introduction 4-16

2. Research Objective 17-18

3. Research Methodology 19-20

4. Data Analysis 21-70

5. Bibliography 71-71

6. Annexure 72-75

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Introduction

History of Telecommunication Industry

The history of telecommunication industry started with the first public demonstration of Morse’s

electric telegraph, Baltimore to Washington in 1844. In 1876 Alexander Graham Bell filed his

patent application and the first telephone patent was issued to him on 7th of March. In 1913,

telegraph was popular way of communication. AT&T commits to dispose its telegraph stocks

and agreed to provide long distance connection to independence telephone system. In 1956, the

final judgment limited the Bell System to Common Carrier Communications and Government

projects but preserving the long-standing relationships between the manufacturing, researches

and operating arms of the Bell System. In this judgment AT&T retained bell laboratories and

Western Electric Company. This final judgment brought to a close the justice departments seven

–year-old antitrust suit against AT&T and Western Electric which sought separation of the Bell

Systems Manufacturing from its operating and research functions. AT&T was still controlling

the telecommunication industry.

In 1982 , AT&T was requested to divestiture its stock ownership in Western Electric;

termination of exclusive relationship between AT&T and Western Electric; divestiture by

Western Electric of its fifty percent interest in Bell Telephone Laboratories, AT&T ‘s

telecommunication research and development facility, is a jointly owned subsidiary in which

AT&T and Western Electric each own 50% of the stock; separation of telephone manufacturing

from provision of telephone service and the compulsory licensing of patents owned by AT&T on

a non-discriminatory basis. It was telecommunication act of 1996 that true competition was

allowed. The act of 1996 opened the market to all competitors. AT&T being the first

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telecommunication company paved the road for the telecommunication industry as well as set

the policy and standards for others to follow.

Beginning of telecommunication in India

1851 First operational land lines were laid by the government near Calcutta

1881 Telephone services introduced in India

1883 Merger with postal system

1923 Formation of Indian radio Telegraph Company

1932 Merger of ETC and IRT into Indian Radio and Cable Communication Company 1947

Nationalization of all foreign telecommunication companies to form the posts, telephone and

telegraph, a monopoly run by the government’s ministry of communications

1985 Department of telecommunication established , an exclusive provider of domestic and

long-distance services that would be its own regulator

1986 Conversion of dot into two wholly government – owned companies the VSNL for

international telecommunication and MTNL for services in metropolitan areas

1997 Telecom regulatory authority created

Telecommunication is important not only because of its role in bringing the benefits of

communication to every corner of India but also in serving the new policy objectives of

improving the global competitiveness of the Indian economy and stimulating and attracting

foreign direct investment.

Indian Telecom industry is one of the fastest growing telecom markets in the world. In telecom

industry, service providers are the main drivers; whereas equipment manufacturers are

witnessing growth and decline in successive quarters as sales is dependent on order undertaken

by the companies.

At 861.48 million connections in April 2011' Indian Telecom Industry' is the third largest and

fastest growing in the world. According to Cellular Operators' Association of India (COAI), the

GSM cellular subscriber base has reached to 590.19 million in May 2011 from 580.66 million at

the end of April 2011. There were 826.93 million total wireless subscribers (including GSM and

CDMA) in the country at the end of April 2011. As per projections, wireless telephony will

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continue to fuel growth in the Indian telecom industry with mobile subscribers base in India is

expected to reach 1.159 billion by 2013.

The wireless technologies currently in use in ' Indian Telecom Industry ' are Global System for

Mobile Communications (GSM) and Code Division Multiple Access (CDMA). There are

primarily 11 GSM and 5 CDMA operators providing mobile services in 22 telecommunication

circles, covering more than 2000 towns and cities across the country. Among leading mobile

operators in India include Bharti Telecom with 19.88% market share, followed by Reliance with

16.80%, Vodafone with 16.59%, Idea Cellular with 11.16%, state owned BSNL with 11.05%,

TATA with 10.8%, Aircel with 6.79%, and all others accounting for just about 6.93% of market

share.

Over the last 5 years, nine out of every ten new telephone connections have been wireless.

Consequently, wireless now accounts over 95% of the total telephone subscriber base, as

compared to only 40% in 2003. And the numbers are still growing for 'Indian Telecom

Industry '. ' Telecom Industry in India ' is regulated by 'Telecom Regulatory Authority of India'

(TRAI). It has earned good reputation for transparency and competence. Three types of players

exists in Telecom Industry in India community.

State owned companies like - BSNL and MTNL.

Private Indian owned companies like - Reliance Infocomm and Tata Teleservices.

Foreign invested companies like - Hutchison-Essar, Bharti Tele-Ventures, Escotel, Idea

Cellular, BPL Mobile, Spice Communications etc.

The ' Indian Telecom Industry ' services is not confined to basic telephone but it also extends to

internet, broadband (both wireless and fixed), cable TV, SMS, IPTV, soft switches etc. The

bottlenecks for ' Indian Telecom Industry ' are:

Slow reform process.

Low penetration. Service providers bears huge initial cost to make inroads and

achieving break-even is difficult.

Huge initial investments.

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Limited spectrum availability and interconnection charges between the private and

state operators.

The Government Broadband Policy 2004, had a target to create 9 million broadband connections

and 18 million internet connections in 2007. Broadband subscription reached 12.01 million in

April 2011.' Indian Telecom Industry ' is currently expected to contribute nearly 1% to India's

GDP which is heartening and estimated to grow further and brighten the ' Scenario of Indian

Telecom Industry

Major Telecommunication Servise Provider Companies in India

Reliance Communications

started its operations in 1999 and is under the Anil Dhirubhai Ambani Group (ADAG) of

companies. The company Reliance Communications Limited has been set up with the aim of

providing communication and information to people at affordable price.

The company Reliance Communications business includes the whole range of services related

to the telecom sector such as fixed line telephones and mobiles. The business of the company

also includes services like broadband, data services, international and national long distance

services. Reliance Communications also provides to its customers a wide range of value added

applications and services. The company is able to provide such a vast range of services to its

customers for it has a high- capacity, reliable, convergent, and integrated digital network.

The Company Reliance Communications Limited in order to provide the best quality of services

to its customers laid down 60,000 kilometers of optic fiber all across India. The company

launched the Reliance Mobile services in December 2002 and this has helped to increase the

subscriber base of the company. The company Reliance Communications Limited's subscriber

base has increased a lot over the years and at present stands at 38 million. The company provides

telecommunication services to individuals and enterprises. Reliance Communications Company

has become the leading telecommunication integrated company in India and the chairman of the

company is Anil Ambani.

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Reliance Communications Company's total revenue amounted to ` 35, 260 million in 2005- 2006

and the next year, this figure stood at ` 45, 785 million. The net profit of the company amounted

to ` 7, 023 million and the next year, this figure increased to ` 13, 046 million. This shows that

the company Reliance Communications Limited's total revenue and net profit has registered a

significant growth in one year. The company is listed on the Bombay Stock Exchange and

National Stock Exchange. The company Reliance Communications Limited added a record

number of subscribers in December 2006 that is 1.4 million. The company Reliance

Communications Limited's market capitalization reached the top with` 1 lakh crore on the

Bombay Stock Exchange in February 2007. The company has bagged the E- Governance project

of the West Bengal government in May 2007. The company Reliance Communications has won

the Frost and Sullivan Market Leadership Award in October 2005 and also the CDMA Industry

Achievement Award for International Leadership in October 2004. This shows that Reliance

Communications has been doing very good work that has been recognized by the industry. And

this is the reason that the company has received so many awards.

Bharti Airtel

one of the topmost companies in the telecom sector in India and is under the Bharti Enterprises

Group. Airtel Bharti has been ranked as the best performance company in the whole world by the

Business Week magazine in 2007.

The Company Bharti Airtel is in India the biggest integrated and also the 1st telephone service

provider in the private sector, which has footprint in around 23 telecom circles. Bharti Airtel

Limited has been since its very beginning using the latest technology and thus the company has

paved the way for the telecom sector in India with its world-class services and products. This has

helped Bharti Airtel Company to grow for the number of its customers has increased very rapidly

over the years. The company has around 50 million customers in 2007 and its market share of

mobile subscribers in India is at 23.4%.

The company Bharti Airtel Limited's total revenue amounted to ` 12,242 crore in 2006- 2007 and

the net profit stood at ` 3,126 crore. The Company Bharti Airtel is divided into 3 business units

that are:

Broadband & Telephone (B&T) services

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Enterprise services

Mobile services

Among the various services that the Bharti Airtel Limited Company provides to its customers,

the services of broadband and telephone (B&T) are 1 of them. The company provides broadband

Internet services of high speed for it has the best network in India. The company Bharti Airtel

also provides telephone services in around 94 cities of the country and this helps the people to

stay connected with one another. The company plans to expand its broadband and telephone

services by providing IPTV services and DTH operations. Further Bharti Airtel provides

enterprise services to its customers. The company Bharti Airtel Limited provides mobile services

to its customers. The company provides fixed and mobile wireless services in around 23 telecom

circles by using the GSM technology. Bharti Airtel Company has become the biggest mobile

service provider in India on the basis of the number of customers. The company in the future

plans to expand its network in order to establish its presence in more than 500,000 villages all

across the country by 2010.

Bharti Airtel has become a leading company in the telecom sector in India due to the fact that it

has provided the best quality of services to its customers. And this has been possible for the

company has a wide telecom network that is of the latest technology. The Company Bharti Airtel

Limited in the future also should continue to upgrade its facilities for this will ensure that high

grade of services are provided to its customers.

Vodafone Essar

started its operations in India in 1994 and is under the Vodafone Group. The company Vodafone

Essar Limited has become one of the leading companies in the telecom sector in India due to its

high standard of services that it provides to its customers. The company Vodafone Essar has its

operations in 16 telecom circles of the country, which covers around 86% of the customer mobile

base in India. The company offers both postpaid and prepaid GSM cellular mobile coverage all

across India and its hold is especially strong in the metropolitan cities. The company Vodafone

Essar Limited provides services like 2G, which are based on 1800Mhz and 900Mhz GSM digital

technology. The company Vodafone Essar also offers voice and data services.

9

Vodafone Essar Limited has received many awards over the years such as the Best Mobile

Service in India, Most Effective and Most Creative Advertiser of the Year, and Most Respected

Telecom Company. The company Vodafone Essar Limited's chairman is Asim Ghosh, vice

chairman is Arun Sarin, and non- executive chairman is Ravi Ruia. The Vodafone Essar

subscriber bases in the cities of India are:

Kolkata - 1,632,875

Mumbai - 2,989,970

Delhi - 3,002,442

Chennai - 981,996

The company Vodafone Essar Limited plans to spend more than ` 250 crore in launching low

price cell phones in India. The company's objective in doing this is to bring in millions of cheap

mobile handsets from around the world into the country and then sell them under the Vodafone

brand name in order to maximize sales. It is expected that the company Vodafone Essar Limited

will price the handsets in the range of ` 666, ` 999, and ` 888. In this way the company expects to

attract new customers and thus expand its customer base that stands at 35 million in 2007.

Vodafone Essar is one of the topmost companies in the telecom sector in India and is well known

for the best quality of products and services offered to its customers. And this is the reason that

the customer base of the company Vodafone Essar Limited has been increasing at a very rapid

pace. The company is planning to launch low price cell phones in the country and also expand its

operations. This is sure to help the company Vodafone Essar to grow and prosper even more in

the future.

Aircel

The Aircel Group is a result of alliance between Maxis Communications Berhad of Malaysia

(74% equity) and Sindya Securities & Investments Private Limited (26% equity).

Aircel commenced operations in 1999 and became the leading mobile operator in Tamil Nadu

within 18 months. In December 2003, it launched commercially in Chennai and quickly

established itself as a market leader - a position it has held since.

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Aircel began its outward expansion in 2005 and met with unprecedented success in the Eastern

frontier circles. It emerged a market leader in Assam and in the North Eastern provinces within

18 months of operations. Now, the company has completed rollout in all 23 telecom circles

including Chennai, Tamil Nadu, Assam, North East, Orissa, Bihar, Jammu & Kashmir, Himachal

Pradesh, West Bengal, Kolkata, Kerala, Andhra Pradesh, Karnataka, Delhi, UP(West), UP(East),

Maharashtra & Goa , Mumbai, Haryana , Madhya Pradesh, Punjab, Gujarat and Rajasthan.

Aircel has won many awards and recognitions. Voice and Data gave Aircel the highest rating for

overall customer satisfaction and network quality in 2006. Aircel emerged as the top mid-size

utility company in Businessworld's 'List of Best Mid-Size Companies' in 2007. Additionally,

Tele.net recognised Aircel as the best regional operator in 2008. With over 50 million happy

customers in the country, Aircel is a full-fledged national operator

IDEA Cellular

IDEA Cellular is a publicly listed company, having listed on BSE & NSE in March 2007. It is

the 3rd largest mobile services operator in India with wireless revenue market share at 13.9 % in

Q1 FY2012. Idea has join the select global operator’s club servicing over 100 million

subscribers, as of September 2011. Idea is a pan-India integrated GSM operator and has its own

NLD and ILD operations, and ISP license.

With traffic in excess of a billion minutes a day, Idea ranks among the Top 10 country operators

in the world. Idea operates across all 22 service areas with 2G services, and 3G services are

being progressively rolled out to cover over 3,000 towns by FY 2012.

Idea has a network of over 70,000 cell sites covering the entire length and breadth of the country.

Idea has over 3,000 Service Centres servicing Idea subscribers across the country, including 450

special Experience Zones for 3G promotion. Idea’s service delivery platform is ISO 9001:2008

11

certified, making it the only operator in the country to have this standard certification for all 22

service areas and the corporate office.

Idea’s strong growth in the Indian telephony market comes from its deep penetration in non-

urban & rural markets. It has the highest share of rural subscribers as a percentage of total

subscribers, amongst other GSM players. In fact, 2 out of every 3 new Idea subscribers come

from rural/ semi-urban India.

Idea is the winner of ‘The Emerging Company of the Year Award’ at The Economic Times

Corporate Excellence Awards 2009. IDEA Cellular also received the prestigious Avaya

GlobalConnect Award for being the ‘Most Customer Responsive Company’ in the Telecom

sector in the year 2010. The company has received several other national and international

recognitions for its path-breaking innovations in mobile telephony products & services. It won

the GSM Association Award for ‘Best Billing and Customer Care Solution’ for 2 consecutive

years. It was awarded ‘Mobile Operator of the Year Award – India’ for 2007 and 2008 at the

Annual Asian Mobile News Awards.

IDEA Cellular is an Aditya Birla Group Company, India’s first truly multinational corporation.

The group operates in 33 countries, and is anchored by more than 132,000 employees belonging

to 42 nationalities.

Tata Teleservices

Tata Teleservices was set up in 1996 and is under the Tata Group, which is a group worth around

US$ 22 billion and has more than 96 companies. The company Tata Teleservices Limited has

been formed with an investment of around US$ 7.5 billion.

The company Tata Teleservices has helped the Tata Group to have a strong presence in the

telecom sector in India and the chairman of the company is Mr. Ratan N. Tata. The company was

the 1st company in the country to launch the CDMA mobile services within the state of Andhra

Pradesh. Tata Teleservices Limited offers various kinds of telephone services to its customers

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such as wireless desktop phones, wire line services, mobile services, and public booth telephony.

Further the company also offers other services like value added services such as roaming, group

calling, voice portal, data cards, Internet post paid services, 3- way conferencing, enterprise

services, USB modem, Wi- Fi Internet, and calling card services.

Tata Teleservices Company provides certain other products to its customers like new data and

voice services which include picture messaging, ring tones, polyphonic, and interactive

applications. The company pioneered the CDMA technology in the country and has reliable

infrastructure that ensures the quality services received by the customers. The Company Tata

Teleservices Limited has provided only high quality services to its customers and this has helped

the company to become a market leader in the telephony fixed wireless market. The total

subscriber base of Tata Teleservices is more than 3.8 million.

Tata Teleservices Limited launched the scheme of non-stop mobile that allows a subscriber to

receive incoming calls free of cost. The company has become the biggest telecom branded retail

chain and is also the 1st telecom service provider in India that offers postpaid mobile

connections on line.

BSNL

Bharat Sanchar Nigam Ltd. was incorporated on 15th september 2000 . It took over the business

of providing of telecom services and network management from the erstwhile Central

Government Departments of Telecom Services (DTS) and Telecom Operations (DTO), with

effect from 1st October‘ 2000 on going concern basis.It is one of the largest & leading public

sector units providing comprehensive range of telecom services in India.

BSNL has installed Quality Telecom Network in the country & now focusing on improving it,

expanding the network, introducing new telecom services with ICT applications in villages &

winning customer's confidence. Today, it has about 43.74 million line basic telephone capacity,

8.83 million WLL capacity, 72.60 million GSM capacity, 37,885 fixed exchanges, 68,162 GSM

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BTSs, 12,071 CDMA Towers, 197 Satellite Stations, 6,86,644 RKm. of OFC, 50,430 RKm. of

microwave network connecting 623 districts, 7330 cities/towns & 5.8 lakhs villages .

BSNL is the only service provider, making focused efforts & planned initiatives to bridge the

rural-urban digital divide in ICT sector. In fact there is no telecom operator in the country to beat

its reach with its wide network giving services in every nook & corner of the country & operates

across India except New Delhi & Mumbai. Whether it is inaccessible areas of Siachen glacier or

North-Eastern regions of the country, BSNL serves its customers with a wide bouquet of telecom

services namely Wireline, CDMA mobile, GSM mobile, Internet, Broadband, Carrier service,

MPLS-VPN, VSAT, VoIP, IN Services, FTTH, etc.

BSNL has set up a world class multi-gigabit, multi-protocol convergent IP infrastructure that

provides convergent services like voice, data & video through the same Backbone & Broadband

Access Network. At present there are 8.09 million broadband customers.

The company has vast experience in planning, installation, network integration & maintenance of

switching & transmission networks & also has a world class ISO 9000 certified Telecom

Training Institute.

During the 2010-11, turnover of BSNL is around Rs. 29,700 Crores.

MTNL

Established in 1986 by the Government of India, MTNL is the largest player in the Telecom

sector. MTNL has successfully converted its telephone exchange network to the digital mode

system

Having a customer base of more than 6 million, MTNL has showed a growth of over 30% during

financial year 2005-06. At present Government of India has 52.25% stake in the company whose

paid up capital amounts to Rs 6300 million. After achieving the highest position in the fixed line

telephone services, MTNL has also come up with the mobile services under the name of Trump

and Garuda. MTNL customer base also enjoys the 1 Rs. call scheme for Delhi-Mumbai long

distance calls

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Mahanagar Telephone Nigam Limited popularly known as MTNL is an India-based

telecommunication service providing company. MTNL operates under the guardianship of the

Ministry of Communication, Government of India and Department of Telecommunication,

Government of India. Mahanagar Telephone Nigam Limited operates according to the

telecommunication policy laid as per the Indian Telecommunication Acts and Rules. MTNL

enjoyed virtual market monopoly till the end of the year 2000

Mahanagar Telephone Nigam Limited operates in two major metro cities of India, Mumbai and

Delhi and this giant telecommunication company enjoyed complete market leadership till the

aforesaid time. With the entry of private players in the cities of Mumbai and Delhi, Mahanagar

Telephone Nigam Limited lost its market monopoly. Competitive tariff schemes and lightening

fast services are the main strengths of these private players and they took away with a major

chunk of Mahanagar Telephone Nigam Limited market share of subscribers. This led to lowering

of tariff by the Mahanagar Telephone Nigam Limited.

This gigantic telecommunication company of India has grown in leaps and bounds and it offers

seamless service to its customers. This Indian telecommunication company is one of the market

leaders in the Indian telecommunication industry and enjoys market dominance in the area of

basic telephony, rural telephony and Internet connection. Further, it has gain tremendous

popularity due to its competitive pricing of tariffs

Virgin Mobile

Virgin is a leading branded venture capital organisation and is one of the most recognised and

respected brands across the globe. Conceived in 1970 by Sir Richard Branson, Virgin Group has

grown successfully in businesses sectors ranging from mobile telephony to transportation, travel,

financial services, media, music and fitness.

Virgin has created more than 300 branded companies worldwide, employing approximately

50,000 people, in 30 countries. Global branded revenues in 2009 exceeded £11.5 billion (approx.

US$18 billion).

Virgin believes in making a difference. It stands for value for money, quality, innovation, fun

and a sense of competitive challenge. We deliver a quality service by empowering our

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employees and we facilitate and monitor customer feedback to continually improve the

customer's experience through innovation.

Born in 2008, Virgin Mobile is a young yet principled brand. We assure our customers get

quality, value for money, brilliant customer service, innovation, competitiveness and fun all at

the same time. But this doesn’t stop it from talking to its prime audience, the youth.

Available in GSM and CDMA, Virgin Mobile comes from the famous Virgin Group that’s a part

of the Tata Teleservices Group in India

Uninor

Uninor is a young mobile operator in India. We are part of the Telenor Group, one of the world’s

largest mobile telecom companies

Uninor offers affordable mobile services to communities across India

Our services are commercially available in 13 circles across India, which together account for

over 900 million people or 75% of India’s population

Telenor Group holds a majority stake in Uninor of 67.25%, and has invested Rs 14,000 Crore in

establishing and running Uninor operations

Our vision is simple yet powerful: We exist to help our customers get the full benefit of

communication services in their daily lives. We’re here to help

We have established a set of principles to guide us in everything we do. We will make it easy to

buy and use our services, we will deliver on our promises, we will inspire our customers and we

will be respectful of differences.

Make it easy – Keep promises – Be inspiring – Be respectful

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It is easy to make our business complex. We strive to make things simple. We make products

that are easy to understand and choose. We make things happen quickly, simply and openly

We do what we say. We’re about delivery, not over promising. We know that actions speak

louder than words. We look for the most practical and efficient way to help and we anticipate

and act on issues before they develop into problems

We are passionate about business and our customers. We aspire to bring energy and fresh ideas

to our services and our customer relationships. We build motivated teams and encouraging

everyone – staff and customers – to do more, to try more, and to be more

Research Objective

Scope of the study: - Scope is limited to Ahmedabad region only

The main objective of the study is:

To understand consumer buying behavior while selecting mobile telecommunication

service provider

To understand consumer satisfaction and dissatisfaction with respect to service of mobile

telecommunication service provider

To identify problem areas of various mobile telecommunication service provider

To understand preference in mobile telecommunication service provider selection

Research Limitation

Limitations of the Study

Carrying the survey was a general learning experience for us but we also faced some problems,

which are listed here:

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The market of Telecommunication is too vast and it is not possible to cover each and

every costumer in the available short span of time.

Generally the respondents were busy in their work and were not interested in responding

rightly.

Respondents were reluctant to discover complete and correct information about

themselves and their organization.

Most respondents were not maintaining proper knowledge of various services provided

by their company, so they were unable to provide exact information.

Most of the respondents don’t want to disclose the information about the various other

companies’ which they have experienced before.

Some of the respondents were using the service first time of their company and they were

not able to properly differentiate among their product.

Due to human behavior information may be biased.

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Research Methodology

Research Definition

The word research is derived from the Latin word meaning to know. It is a systematic and a

replicable process, which identifies and defines problems, within specified boundaries. It

employs well-designed method to collect the data and analyses the results. It disseminates the

findings to contribute to generalize able knowledge. The main characteristics of research

presented below are:

Systematic problem solving which identifies variables and tests relationships between

them,

Collecting, organizing and evaluating data.

Logical, so procedures can be duplicated or understood by others

Empirical, so decisions are based on data collected

Reductive, so it investigates a small sample which can be generalized to a larger

population

Replicable, so others may test the findings by repeating it.

Discovering new facts or verify and test old facts.

Developing new scientific tools, concepts and theories, this would facilitate to take

decision.

For the proper analysis of data simple statistical techniques such as percentage were use. It helps

in making more generalization from the data available. The data which will be collected from a

19

sample of population was assumed to be representing entire population was interest.

Demographic factors likeage, income and educational background was used for the classification

purpose.

Sources of Data

SOURCES OF DATA

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

is designed. The study also contains secondary data i.e. data from authenticated websites for the

latest updates just to gain an insight for the views of various experts.

METHODOLOGY & PRESENTATION OF DATA

The data collected is then coded in the tables to make the things presentable and more effective.

The results are shown by tables which will help me out in easy and effective presentation and

hence results are being obtained.

TOOLS AND TECHNIQUES USED FOR ANALYSIS

In this study the technique used for interpreting the results is ANOVA. It is used as because

sample size is 80.

Sampling Design

RESEARCH DESIGN

The design for this study is Exploratory and Random sampling

Collection Method

DATA COLLECTION

The data is collected randomly irrespective of the category of the people in the form of

questionnaire and the sample size is 80 respondents. Because it is a pilot study and due to time

constraint the sample size is small.

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Data Analysis

Data Analysis and Interpretation

Q.1 :- Which company sim card do you have in your mobile phone ?

Particular No. of Respondents

Airtel 25

BSNL 9

Vodafone 17

Aircel 4

Tata 6

Virgin Mobile 0

Reliance 13

BPL 0

MTNL 0

Idea 3

Uninor 3

21

Airtel

BSNL

Vodafone

Aircel

Tata

Virgin M

obile

Relian

ce BPLMTN

LIdea

Uninor0

5

10

15

20

25

3025

9

17

46

0

13

0 03 3

Respondents

Respondents

Interpretation :- As the area of the study is in Ahmedabad, where the market leader is Airtel.

That’s why majority of the questionnaire I got filled by Airtel. Above data analysis shows that

majority of the market that is approximately 50% is covered by two market leaders Airtel and

vodafone. Minor is Reliance.

Q.2 :- What kind of sim card do you use ?

Particular

No. of Respondent

Post -Paid 10Pre-Paid 70

22

10

70

No. of Respondent

Post -PaidPre-Paid

Interpretation :- Above data shows that most of the respondents in the area have pre-paid

connections. And I got only 12.5% questionnaire filled by post-paid users.

Q.3 :- Which category of sim card do you use?

Particular

No. of Respondent

GSM 75CDMA 5

75

5

No. of Respondent

GSMCDMA

23

Interpretation :- Above data shows that most of the respondents in the area have GSM

connections. And I got only 4.3% questionnaire filled by CDMA users.

Q.4 :- From how many years you are using the services of current mobile telecommunication provider?

Particular No. of Respondent

Less than 1 year 71 year - 3 year 363 year - 5 year 25more than 5 year 12

Less than 1 year

1 year - 3 year

3 year - 5 year

more than 5 year

0

5

10

15

20

25

30

35

40

No. of Respondent

No. of Respondent

Interpretation :- Above data shows that most of the respondents in the area used their connection

in between 1 year - 3 year.

Q.5 :- What type of call you make most?

Particular No. of Respondent

STD 27

24

ISD 2Local 51

27

251

No. of Respondent

STDISDLocal

Interpretation :- Above data shows that most of the respondents in the area make Local call. And

approximate 33% user make STD calls. ISD call maker is very less.

Q.6 :- What are the criteria have considered at time of selecting current telecommunication service provider?

ParticularsStrongly agree Agree

Neithe agree or disagree Disagree

Strongly disagree

Network 41 35 3 0 1Call rates 22 51 4 3 0Recharge facility 31 42 6 1 0Internet connectivity & rates 20 36 17 6 1Internet speed 21 35 17 6 1Schemes and offer 16 42 19 3 0Advertising 11 38 27 4 0SMS rates 23 27 25 5 0Valu added service 8 16 43 10 3

25

Network

Call ra

tes

Recharg

e faci

lity

Internet

connecti

vity &

rates

Internet

spee

d

Schem

es an

d offer

Adverti

sing

SMS r

ates

Valu ad

ded se

rvice

0

10

20

30

40

50

60

Strongly agreeAgreeNeithe agree or disagreeDisagreeStrongly disagree

H0 = Network is equally important in various age group at the time of selecting current

telecommunication service

H1 = Network is equally not important in various age group at the time of selecting current

telecommunication service

Groups CountSum

Average

Variance

4 19 4.75 0.25

20-40 66296

4.484848

0.345921

40 & ABOVE 10 44 4.4

0.266667

ANOVASource of Variation SS df MS F

P-value F crit

Between Groups

0.352652 2

0.176326

0.529634

0.59095

3.115366

Within Groups

25.63485 77

0.33292

Total25.9875 79

26

Interpretation :- Hypothesis is accepted as Network is equally important in various age group at

the time of selecting current telecommunication service

H0 = Network is equally important in male & female at the time of selecting current telecommunication service

H1 = Network is equally not important in male & female at the time of selecting current telecommunication service

Groups Count Sum Average VarianceMale 68 309 4.544118 0.311457Female 12 50 4.166667 0.333333

ANOVASource of Variation SS df MS F P-value F critBetween Groups 1.453186 1 1.453186 4.62 0.034701 3.963472Within Groups 24.53431 78 0.314542

Total 25.9875 79

Interpretation :- Hypothesis is rejected as Network is equally not important in male & female at the time of selecting current telecommunication service

H0 = Network is equally important in various income level at the time of selecting current telecommunication service

H1 = Network is equally not important in various income level at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Less than 200000 68

302

4.441176

0.339772

200000-500000 10 48 4.8

0.177778

More than 500000 2 9 4.5 0.5

ANOVA

27

Source of Variation SS df MS F

P-value F crit

Between Groups

1.122794

2 0.561397

1.738511

0.18261

3.115366

Within Groups

24.86471

77 0.322918

Total 25.9875

79

Interpretation :- Hypothesis is accepted as Network is equally important in various income level at the time of selecting current telecommunication service

H0 = Network is equally important in various education level at the time of selecting current telecommunication service

H1 = Network is equally not important in various education level at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Under graduate 19 85

4.473684

0.263158

Graduate 28124

4.428571

0.328042

Post graduate 33

150

4.545455

0.380682

ANOVASource of Variation SS df MS F P-value F critBetween Groups

0.211697 2

0.105848

0.316201

0.729855

3.115366

Within Groups

25.7758 77

0.334751

Total25.9875 79

28

Interpretation :- Hypothesis is accepted as Network is equally important in various education level at the time of selecting current telecommunication service

H0 = Network is equally important in various profession at the time of selecting current telecommunication service

H1 = Network is equally not important in various profession at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Business 67302

4.507463

0.314337

Service 21 954.52381

0.361905

Study 20 87 4.35 0.45House wife 3 12 4 0


1.105276 3

0.368425

1.079025

0.361246

2.68949

Within Groups

36.53436

107

0.341443

Total37.63964

110

Interpretation :- Hypothesis is accepted as Network is equally important in various profession at the time of selecting current telecommunication service

H0 = Call rates is equally important in various age group at the time of selecting current telecommunication service

H1 = Call rates is equally not important in various age group at the time of selecting current telecommunication service

29

Groups CountSum

Average

Variance

Below 20 4 17 4.25 0.25

20-40 66276

4.181818

0.52028

40 & above 10 39 3.9 0.1

ANOVASource of Variation SS Df MS F P-value F critBetween Groups

0.731818 2

0.365909

0.794374

0.455532

3.115366

Within Groups

35.46818 77

0.460626

Total 36.2 79

Interpretation :- Hypothesis is accepted as Call rates is equally important in various age group at the time of selecting current telecommunication service

H0 = Call rates is equally important in male & female at the time of selecting current telecommunication service

H1 = Call rates is equally not important in male & female at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Male 68282

4.147059

0.455663

Female 12 504.166667

0.515152


0.003922 1

0.003922

0.008451

0.926991

3.963472

Within Groups

36.19608 78

0.464052

30

Total 36.2 79

Interpretation :- Hypothesis is accepted as call rates is equally not important in male & female at the time of selecting current telecommunication service

H0 = Call Rates is equally important in various income level at the time of selecting current telecommunication service

H1 = Call Rates is equally not important in various income level at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Less than 200000 68

283

4.161765

0.406277

200000-500000 10 42 4.2 0.4500000 & above 2 7 3.5 4.5


0.879412 2

0.439706

0.958573

0.387967

3.115366

Within Groups

35.32059 77

0.458709

Total 36.2 79

Interpretation :- Hypothesis is accepted as Call Rates is equally important in various income level at the time of selecting current telecommunication service

H0 = Call rates is equally important in various profession at the time of selecting current telecommunication service

H1 = Call rates is equally not important in various profession at the time of selecting current telecommunication service

31

Groups CountSum

Average

Variance

Business 36151

4.194444

0.218254

service 21 894.238095

0.790476

Study 20 81 4.050.576316

House wife 3 113.666667

0.333333


1.134921 3

0.378307

0.819942

0.486848

2.724944

Within Groups

35.06508 76

0.461383

Total 36.2 79

Interpretation :- Hypothesis is accepted as Call rates is equally important in various profession at the time of selecting current telecommunication service

H0 = Call rates is equally important in various education level at the time of selecting current telecommunication service

H1 = Call rates is equally not important in various education level at the time of selecting current telecommunication service

Groups CountSum

Average

Variance


4.105263

0.210526

Graduate 28116

4.142857

0.571429

Post graduate 33

138

4.181818

0.528409

ANOVA

32

Source of Variation SS Df MS F P-value F critBetween Groups

0.072864 2

0.036432

0.07765

0.925361

3.115366

Within Groups

36.12714 77

0.469184

Total 36.2 79

Interpretation :- Hypothesis is accepted as Call rates is equally important in various education level at the time of selecting current telecommunication service

H0 = Recharge facility is equally important in various age group at the time of selecting current telecommunication service

H1 = Recharge facility is equally not important in various age group at the time of selecting current telecommunication service

SUMMARY

Groups CountSum

Average

Variance

below 20 4 19 4.75 0.25

20-40 66281

4.257576

0.440326

40 & above 10 43 4.30.455556


0.916288 2

0.458144

1.053953

0.353531

3.115366

Within Groups

33.47121 77

0.434691

Total34.3875 79

Interpretation :- Hypothesis is accepted as Recharge facility is equally important in various age group at the time of selecting current telecommunication service

33

H0 = Recharge facility is equally important in male & female at the time of selecting current telecommunication service

H1 = Recharge facility is equally not important in male & female at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Male 68293

4.308824

0.425593

Female 12 504.166667

0.515152


P-value F crit

Between Groups

0.206127 1

0.206127

0.470371

0.49485

3.963472

Within Groups

34.18137 78

0.438223

Total34.3875 79

Interpretation :- Hypothesis is accepted as Recharge facility is equally not important in male & female at the time of selecting current telecommunication service

H0 = Recharge facility is equally important in various income level at the time of selecting current telecommunication service

H1 = Recharge facility is equally not important in various income level at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Less than 200000 68

289 4.25

0.429104

200000-500000 10 45 4.5 0.5500000 & 2 9 4.5 0.5

34

above


P-value F crit

Between Groups

0.6375 2

0.31875

0.727222

0.486538

3.115366

Within Groups 33.75 77

0.438312

Total34.3875 79

Interpretation :- Hypothesis is accepted as Recharge facility is equally important in various income level at the time of selecting current telecommunication service

H0 = Recharge facility is equally important in various education level at the time of selecting current telecommunication service

H1 = Recharge facility is equally not important in various education level at the time of selecting current telecommunication service

Groups Count Sum Average VarianceUnder graduate 19 84 4.421053 0.368421Graduate 28 119 4.25 0.342593Post graduate 33 140 4.242424 0.564394

ANOVASource of Variation SS Df MS F P-value F critBetween Groups 0.445315 2 0.222657 0.505113 0.605423 3.115366Within Groups 33.94219 77 0.440808

Total 34.3875 79

Interpretation :- Hypothesis is accepted as Recharge facility is equally important in various education level at the time of selecting current telecommunication service

35

H0 = Recharge facility is equally important in various profession at the time of selecting current telecommunication service

H1 = Recharge facility is equally not important in various profession at the time of selecting current telecommunication service

Groups Count Sum Average VarianceBusiness 36 160 4.444444 0.253968Service 21 93 4.428571 0.357143Study 20 79 3.95 0.681579House wife 3 11 3.666667 0.333333

ANOVASource of Variation SS Df MS F P-value F critBetween Groups 4.739087 3 1.579696 4.049353 0.010011 2.724944Within Groups 29.64841 76 0.390111

Total 34.3875 79

Interpretation :- Hypothesis is rejected as Recharge facility is equally important in various profession at the time of selecting current telecommunication service

H0 = Internet connectivity and rates is equally important in various age group at the time of selecting current telecommunication service

H1 = Internet connectivity and rates is equally not important in various age group at the time of selecting current telecommunication service

Groups CountSum Average

Variance

below 20 4 17 4.25 0.25

20-40 66 2533.833333

0.941026

40 & above 10 38 3.80.622222

ANOVASource of Variation SS df MS F P-value F critBetween 0.68333 2 0.34166 0.38965 0.67861 3.11536

36

Groups 3 7 7 7 6

Within Groups67.51667 77 0.87684

Total 68.2 79

Interpretation :- Hypothesis is accepted as Internet connectivity and rates is equally important in various age group at the time of selecting current telecommunication service

H0 = Internet connectivity and rates is equally important in male & female at the time of selecting current telecommunication service

H1 = Internet connectivity and rates is equally not important in male & female at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Male 68266

3.911765

0.827919

Female 12 42 3.5 1


1.729412 1

1.729412

2.029381

0.158272

3.963472

Within Groups

66.47059 78

0.852187

Total 68.2 79

Interpretation :- Hypothesis is accepted as Internet connectivity and rates is equally not important in male & female at the time of selecting current telecommunication service

H0 = Internet connectivity and rates is equally important in various income level at the time of selecting current telecommunication service

37

H1 = Internet connectivity and rates is equally not important in various income level at the time of selecting current telecommunication service


Variance

Less than 200000 68 261

3.838235

0.854039

200000-500000 10 42 4.2

0.622222

500000 & above 2 5 2.5 0.5


4.879412 2

2.439706

2.966766

0.057383

3.115366

Within Groups63.32059 77

0.822345

Total 68.2 79

Interpretation :- Internet connectivity and rates is accepted as Network is equally important in various income level at the time of selecting current telecommunication service

H0 = Internet connectivity and rates is equally important in various education level at the time of selecting current telecommunication service

H1 = Internet connectivity and rates is equally not important in various education level at the time of selecting current telecommunication service


Variance


3.578947

0.701754

Graduate 28 1134.035714

0.850529

Post graduate 33 1273.848485

0.945076

38


2.361711 2

1.180856

1.381049

0.257469

3.115366


0.855043

Total 68.2 79

Interpretation :- Internet connectivity and rates is accepted as Network is equally important in various education level at the time of selecting current telecommunication service

H0 = Internet connectivity and rates is equally important in various profession at the time of selecting current telecommunication service

H1 = Internet connectivity and rates is equally not important in various profession at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Business 36139

3.861111

0.580159

service 21 84 4 0.9

Study 20 77 3.851.292105

House wife 3 82.666667

0.333333


4.677778 3

1.559259

1.865547

0.142561

2.724944

Within Groups

63.52222 76

0.835819

Total 68.2 79

39

Interpretation :- Internet connectivity and rates is accepted as Network is equally important in various profession at the time of selecting current telecommunication service

H0 = Internet speed is equally important in various age group at the time of selecting current telecommunication service

H1 = Internet speed is equally not important in various age group at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

below 20 4 18 4.50.333333

20-40 66253

3.833333

0.941026

40 & above 10 38 3.80.622222


1.720833 2

0.860417

0.97765

0.380814

3.115366

Within Groups

67.76667 77

0.880087

Total69.4875 79

Interpretation :- Internet speed is accepted as Network is equally important in various age group at the time of selecting current telecommunication service

H0 = Internet speed is equally important in male & female at the time of selecting current telecommunication service

H1 = Internet speed is equally not important in male & female at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

40

Male 68267

3.926471

0.845259

Female 12 42 3.5 1


1.855147 1

1.855147

2.13953

0.147564

3.963472

Within Groups

67.63235 78

0.867081

Total69.4875 79

Interpretation :- Hypothesis is accepted as Internet speed is equally not important in male & female at the time of selecting current telecommunication service

H0 = Internet speed is equally important in various education level at the time of selecting current telecommunication service

H1 = Internet speed is equally not important in various education level at the time of selecting current telecommunication service


Variance


3.526316

0.818713

Graduate 28 1103.928571

0.883598

Post graduate 33 132 4 0.875


2.893515 2

1.446758

1.672829

0.194464

3.115366


0.864857

41

Total 69.4875 79

Interpretation :- Hypothesis is accepted as Internet speed is equally important in various education level at the time of selecting current telecommunication service

H0 = Internet speed is equally important in various income level at the time of selecting current telecommunication service

H1 = Internet speed is equally not important in various income level at the time of selecting current telecommunication service


Variance

Less than 200000 68 259

3.808824

0.903205

200000-500000 10 43 4.3

0.677778

500000 & above 2 7 3.5 0.5


2.372794 2

1.186397

1.361141

0.262466

3.115366

Within Groups67.11471 77 0.87162

Total 69.4875 79

Interpretation :- Hypothesis is accepted as Internet speed is equally important in various income level at the time of selecting current telecommunication service

H0 = Internet speed is equally important in various profession at the time of selecting current telecommunication service

H1 = Internet speed is equally not important in various profession at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

42

Business 36137

3.805556

0.73254

service 21 854.047619

0.547619

Study 20 78 3.91.463158

House wife 3 9 3 1


3.09623 3

1.032077

1.181448

0.322483

2.724944

Within Groups

66.39127 76

0.873569

Total69.4875 79

Interpretation :- Hypothesis is accepted as Internet speed is equally important in various profession at the time of selecting current telecommunication service

H0 = Schemes and offers is equally important in various profession at the time of selecting current telecommunication service

H1 = Schemes and offers is equally not important in various profession at the time of selecting current telecommunication service

Groups Count Sum Average VarianceBusiness 36 138 3.833333 0.542857service 21 80 3.809524 0.761905Study 20 82 4.1 0.515789House wife 3 11 3.666667 0.333333

ANOVASource of Variation SS Df MS F P-value F critBetween 1.28273 3 0.427579 0.726903 0.53906 2.724944

43

Groups 8 5

Within Groups44.70476 76 0.588221

Total 45.9875 79 Interpretation :- Hypothesis is accepted as Schemes and offers is equally important in various profession at the time of selecting current telecommunication service

H0 = Schemes and offers is equally important in male & female at the time of selecting current telecommunication service

H1 = Schemes and offers is equally not important in male & female at the time of selecting current telecommunication service

Groups Count Sum Average VarianceMale 68 263 3.867647 0.53446Female 12 48 4 0.909091


0.178676 1 0.178676 0.304238

0.582815 3.963472

Within Groups45.80882 78 0.587293

Total 45.9875 79

Interpretation :- Hypothesis is accepted as Schemes and offers is equally not important in male & female at the time of selecting current telecommunication service

H0 = Schemes and offers is equally important in various education level at the time of selecting current telecommunication service

H1 = Schemes and offers is equally not important in various education level at the time of selecting current telecommunication service


Variance

44


3.789474

0.397661

Graduate 28 1063.785714

0.544974


0.717803


1.145623 2

0.572811 0.9836

0.378611

3.115366


0.582362

Total 45.9875 79

Interpretation :- Hypothesis is accepted as Schemes and offers is equally important in various education level at the time of selecting current telecommunication service

H0 = Schemes and offers is equally important in various income level at the time of selecting current telecommunication service

H1 = Schemes and offers is equally not important in various income level at the time of selecting current telecommunication service


Variance

Less than 200000 68 262

3.852941

0.575066

200000-500000 10 40 4

0.666667

500000 & above 2 9 4.5 0.5


0.958088 2

0.479044

0.819162

0.444605

3.115366

45


0.584798

Total 45.9875 79

Interpretation :- Hypothesis is accepted as Schemes and offers is equally important in various income level at the time of selecting current telecommunication service

H0 = Schemes and offers is equally important in various age group at the time of selecting current telecommunication service

H1 = Schemes and offers is equally not important in various age group at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

below 20 4 16 40.666667

20-40 66259

3.924242

0.624942

40 & above 10 36 3.60.266667


0.966288 2

0.483144

0.826323

0.441498

3.115366

Within Groups

45.02121 77

0.584691

Total45.9875 79

Interpretation :- Hypothesis is accepted as Schemes and offers is equally important in various age group at the time of selecting current telecommunication service

H0 = Advertisingis equally important in various profession at the time of selecting current telecommunication service

46

H1 = Advertisingis equally not important in various profession at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Business 36133

3.694444

0.389683

Service 21 743.52381

0.661905

Study 20 78 3.90.936842

House wife 3 113.666667

0.333333


1.456349 3

0.48545

0.813657

0.490243

2.724944

Within Groups

45.34365 76

0.596627

Total 46.8 79

Interpretation :- Hypothesis is accepted as Advertising is equally important in various profession at the time of selecting current telecommunication service

H0 = Advertising is equally important in male & female at the time of selecting current telecommunication service

H1 = Advertising is equally not important in male & female at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Male 68250

3.676471

0.610184

Female 12 463.833333

0.515152

ANOVASource of SS Df MS F P-value F crit

47

VariationBetween Groups

0.25098 1

0.25098

0.420556

0.518564

3.963472

Within Groups

46.54902 78

0.596782

Total 46.8 79

Interpretation :- Hypothesis is accepted as Advertising is equally not important in male & female at the time of selecting current telecommunication service

H0 = Advertising is equally important in various education level at the time of selecting current telecommunication service

H1 = Advertising is equally not important in various education level at the time of selecting current telecommunication service


Variance


3.578947 0.25731

Graduate 28 1013.607143

0.765873


0.632576


1.247425 2

0.623713

1.054296

0.353413

3.115366


0.591592

Total 46.8 79

Interpretation :- Hypothesis is accepted as Advertising is equally important in various education level at the time of selecting current telecommunication service

48

H0 = Advertising is equally important in various income level at the time of selecting current telecommunication service

H1 = Advertising is equally not important in various income level at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Less than 200000 68

253

3.720588

0.562555

200000-500000 10 36 3.6

0.933333

500000 & above 2 7 3.5 0.5


0.208824 2

0.104412

0.172559

0.841834

3.115366

Within Groups

46.59118 77

0.60508

Total 46.8 79

Interpretation :- Hypothesis is accepted as Advertising is equally important in various income level at the time of selecting current telecommunication service

H0 = Advertising is equally important in various age group at the time of selecting current telecommunication service

H1 = Advertising is equally not important in various age group at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

below 20 4 17 4.25 0.25

20-40 66246

3.727273

0.632168

40 & above 10 33 3.30.233333

49


2.859091 2

1.429545

2.505069

0.088306

3.115366

Within Groups

43.94091 77

0.570661

Total 46.8 79

Interpretation :- Hypothesis is accepted as Advertising is equally important in various age group at the time of selecting current telecommunication service

H0 = SMS rates is equally important in various profession at the time of selecting current telecommunication service

H1 = SMS rates is equally not important in various profession at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Business 36135 3.75 0.65

Service 21 803.809524

0.661905

Study 20 83 4.151.397368

House wife 3 103.333333

0.333333


2.995238 3

0.998413

1.200532

0.315381

2.724944

Within Groups

63.20476 76

0.831642

Total 66.2 79

50

Interpretation :- Hypothesis is accepted as SMS rates is equally important in various profession at the time of selecting current telecommunication service

H0 = SMS rates is equally important in male & female at the time of selecting current telecommunication service

H1 = SMS rates is equally not important in male & female at the time of selecting current telecommunication service


Variance

Male 68 2603.823529

0.774363

Female 12 48 41.272727


0.317647 1

0.317647

0.376071

0.541497

3.963472


0.844646

Total 66.2 79

Interpretation :- Hypothesis is accepted as SMS rates is equally not important in male & female at the time of selecting current telecommunication service

H0 = SMS ratesis equally important in various education level at the time of selecting current telecommunication service

H1 = SMS rates is equally not important in various education level at the time of selecting current telecommunication service


Variance


3.421053

0.701754

Graduate 28 105 3.75 0.71296

51

3


0.840909


P-value F crit

Between Groups 7.40933 2

3.704665

4.852117

0.01036

3.115366


0.763515

Total 66.2 79

Interpretation :- Hypothesis is rejected as SMS rates is equally important in various education level at the time of selecting current telecommunication service

H0 = SMS rates is equally important in various income level at the time of selecting current telecommunication service

H1 = SMS rates is equally not important in various income level at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Less than 200000 68

261

3.838235

0.883889

200000-500000 10 39 3.9

0.544444

500000 & above 2 8 4 2

ANOVASource of Variation SS Df MS F

P-value F crit

Between Groups

0.079412 2

0.039706

0.046239

0.95484

3.115366

Within Groups

66.12059 77

0.858709

52

Total 66.2 79

Interpretation :- Hypothesis is accepted as SMS rates is equally important in various income level at the time of selecting current telecommunication service

H0 = SMS rates is equally important in various age group at the time of selecting current telecommunication service

H1 = SMS rates is equally not important in various age group at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

below 20 4 18 4.50.333333

20-40 66256

3.878788

0.908159

40 & above 10 34 3.40.266667


3.769697 2

1.884848

2.324726

0.104639

3.115366

Within Groups

62.4303 77

0.810783

Total 66.2 79

Interpretation :- Hypothesis is accepted as SMS rates is equally important in various age group at the time of selecting current telecommunication service

H0 = Value added service is equally important in various profession at the time of selecting current telecommunication service

H1 = Value added serviceis equally not important in various profession at the time of selecting current telecommunication service

53

Groups CountSum

Average

Variance

Business 36107

2.972222

0.542063

Service 21 683.238095

0.690476

Study 20 75 3.751.039474

House wife 3 6 2 1


12.26825 3

4.089418

5.699355

0.001421

2.724944

Within Groups

54.53175 76

0.717523

Total 66.8 79

Interpretation :- Hypothesis is rejected as Value added service is equally important in various profession at the time of selecting current telecommunication service

H0 = Value added service is equally important in male & female at the time of selecting current telecommunication service

H1 = Value added service is equally not important in male & female at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Male 68215

3.161765

0.645083

Female 12 413.416667

2.083333

ANOVASource of Variation SS df MS F P-value F critBetween 0.6627 1 0.6627 0.7816 0.3793 3.9634

54

Groups 45 45 19 64 72Within Groups

66.13725 78

0.847914

Total 66.8 79

Interpretation :- Hypothesis is accepted as Value added service is equally not important in male & female at the time of selecting current telecommunication service

H0 = Value added serviceis equally important in various education level at the time of selecting current telecommunication service

H1 = Value added service is equally not important in various education level at the time of selecting current telecommunication service


Variance


2.789474

0.953216

Graduate 28 832.964286

0.332011


0.926136


11.04146 2

5.520728

7.623873

0.000953

3.115366


0.724137

Total 66.8 79

Interpretation :- Hypothesis is rejected as Value added service is equally important in various education level at the time of selecting current telecommunication service

55

H0 = Value added service is equally important in various income level at the time of selecting current telecommunication service

H1 = Value added service is equally not important in various income level at the time of selecting current telecommunication service


Variance

Less than 200000 68 215

3.161765

0.854039

200000-500000 10 32 3.2

0.622222

500000 & above 2 9 4.5 0.5


3.479412 2

1.739706

2.115542

0.127522

3.115366


0.822345

Total 66.8 79 Interpretation :- Hypothesis is accepted as Value added service is equally important in various income level at the time of selecting current telecommunication service

H0 = Value added service is equally important in various age group at the time of selecting current telecommunication service

H1 = Value added service is equally not important in various age group at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

below 20 4 14 3.50.333333

20-40 66212

3.212121

0.969697

40 & above 10 30 30.222222

56


0.769697 2

0.384848

0.448784

0.640063

3.115366

Within Groups

66.0303 77

0.857536

Total 66.8 79

Interpretation :- Hypothesis is accepted as Value added service is equally important in various age group at the time of selecting current telecommunication service

Q.7 :- Are you satisfied with following aspect of the present telecommunication service provider?

ParticularsHighly satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Highly dissatisfied

Connectivity 25 53 2 0 0Call rates 24 50 5 1 0Custmer relationship & complain management 34 29 10 6 1Offers and schemes 15 52 11 2 0

57

0

10

20

30

40

50

60

ConnectivityCall ratesCustmer relationship & complain managementOffers and schemes

H0 = Connectivity is equally important in various profession at the time of selecting current telecommunication service

H1 = Connectivity is equally not important in various profession at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Business 36155

4.305556

0.218254

Service 21 924.3809

520.2476

19

Study 20 84 4.20.3789

47House wife 3 12 4 0

ANOVASource of Variation SS df MS F P-value F crit

Between Groups

0.59623 3

0.198743

0.76319

0.518199

2.724944

Within Groups

19.79127 76

0.260411

Total20.387

5 79

58

Interpretation :- Hypothesis is accepted as Connectivity is equally important in various profession at the time of selecting current telecommunication service

H0 = Connectivity is equally important in male & female at the time of selecting current telecommunication service

H1 = Connectivity is equally not important in male & female at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Male 68293

4.308824

0.246488

Female 12 504.1666

670.3333

33


Between Groups

0.206127 1

0.206127

0.796672

0.374836

3.963472

Within Groups

20.18137 78

0.258736

Total20.387

5 79

Interpretation: - Hypothesis is accepted as Connectivity is equally important in male & female at the time of selecting current telecommunication service

H0 = Connectivity is equally important in various education level at the time of selecting current telecommunication service

H1 = Connectivity is equally not important in various education level at the time of selecting current telecommunication service


Variance


4.263158

0.204678

59

Graduate 28 1184.21428

60.17460

3


60.36363

6

ANOVASource of Variation SS Df MS F P-value F crit

Between Groups 0.35264 2 0.17632

0.677651

0.510811

3.115366

Within Groups20.0348

6 770.26019

3

Total 20.3875 79

Interpretation: - Hypothesis is accepted as Connectivity is equally important in various education levels at the time of selecting current telecommunication service

H0 = Connectivity is equally important in various income level at the time of selecting current telecommunication service

H1 = Connectivity is equally not important in various income level at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Less than 200000 68

289 4.25 0.25

200000-500000 10 46 4.6

0.266667

500000 & above 2 8 4 0


P-value F crit

Between Groups

1.2375 2

0.61875

2.487924

0.08974

3.115366

Within Groups 19.15 77

0.248701

60

Total20.38

75 79

Interpretation :- Hypothesis is accepted as Connectivity is equally important in various income level at the time of selecting current telecommunication service

H0 = Connectivity is equally important in various age group at the time of selecting current telecommunication service

H1 = Connectivity is equally not important in various age group at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

below 20 4 17 4.25 0.25

20-40 66283

4.287879

0.269697

40 & above 10 43 4.30.2333

33


Between Groups

0.007197 2

0.003598

0.013596

0.986499

3.115366

Within Groups

20.3803 77

0.264679

Total20.387

5 79

Interpretation :- Hypothesis is accepted as Connectivity is equally important in various income level at the time of selecting current telecommunication service

H0 = Call rates is equally important in various age group at the time of selecting current telecommunication service

61

H1 = Call rates is equally not important in various age group at the time of selecting current telecommunication service


Variance

below 20 4 17 4.25 0.25

20-40 66 2764.18181

8 0.5202840 & above 10 39 3.9 0.1


Between Groups

0.731818 2

0.365909

0.794374

0.455532

3.115366


8 770.46062

6

Total 36.2 79

Interpretation :- Hypothesis is accepted as Call rates is equally important in various age group at the time of selecting current telecommunication service

H0 = Call rates is equally important in various profession at the time of selecting current telecommunication service

H1 = Call rates is equally not important in various profession at the time of selecting current telecommunication service


Variance

Business 36 1524.22222

20.23492

1

service 21 904.28571

40.41428

6

Study 20 83 4.150.66052


ANOVA

62

Source of Variation SS Df MS F P-value F crit

Between Groups

0.329563 3

0.109854

0.287321

0.834415

2.724944


4 760.38234

1

Total 29.3875 79

Interpretation :- Hypothesis is accepted as Call ratesis equally important in various profession at the time of selecting current telecommunication service

H0 = Call rates is equally important in male & female at the time of selecting current telecommunication service

H1 = Call rates is equally not important in male & female at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Male 68286

4.205882

0.404741

Female 12 51 4.250.2045

45


Between Groups

0.019853 1

0.019853

0.052729

0.818982

3.963472

Within Groups

29.36765 78

0.376508

Total29.387

5 79

Interpretation: - Hypothesis is accepted as Call rates is equally not important in male & female at the time of selecting current telecommunication service

63

H0 = Call rates is equally important in various education level at the time of selecting current telecommunication service

H1 = Call rates is equally not important in various education level at the time of selecting current telecommunication service


Variance


4.263158

0.204678

Graduate 28 1174.17857

10.44841

3


10.42234

8


Between Groups

0.080995 2

0.040498

0.106403

0.899194

3.115366

Within Groups 29.3065 770.38060

4

Total 29.3875 79

Interpretation :- Hypothesis is accepted as Call ratesis equally important in various education level at the time of selecting current telecommunication service

H0 = Call rates is equally important in various income level at the time of selecting current telecommunication service

H1 = Call rates is equally not important in various income level at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Less than 200000 68

286

4.205882

0.37489

64

200000-500000 10 43 4.3

0.233333

500000 & above 2 8 4 2


Between Groups

0.169853 2

0.084926

0.223815

0.799982

3.115366

Within Groups

29.21765 77

0.37945

Total29.387

5 79

Interpretation :- Hypothesis is accepted as Call rates is equally important in various income level at the time of selecting current telecommunication service

H0 = Customer relationship and complaint management is equally important in various profession at the time of selecting current telecommunication service

H1 = Customer relationship and complaint management is equally not important in various profession at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Business 36151

4.194444

1.13254

Service 21 854.0476

190.9476

19

Study 20 80 40.7368

42

House wife 3 134.3333

331.3333

33


Between Groups

0.729563 3

0.243188

0.245586

0.864231

2.724944

65

Within Groups

75.25794 76

0.990236

Total75.987

5 79

Interpretation :- Hypothesis is accepted as Customer relationship and complaint managementis equally important in various profession at the time of selecting current telecommunication service

H0 = Customer relationship and complaint management is equally important in male & female at the time of selecting current telecommunication service

H1 = Customer relationship and complaint management is equally not important in male & female at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Male 68282

4.147059

0.963126

Female 12 473.9166

670.9924

24


Between Groups

0.541422 1

0.541422

0.559749

0.456611

3.963472

Within Groups

75.44608 78

0.967257

Total75.987

5 79

Interpretation :- Hypothesis is accepted as Customer relationship and complaint management is equally not important in male & female at the time of selecting current telecommunication service

66

H0 = Customer relationship and complaint management is equally important in various education level at the time of selecting current telecommunication service

H1 = Customer relationship and complaint management is equally not important in various education level at the time of selecting current telecommunication service

Groups CountSum

Average

Variance


4.421053

0.812865

Graduate 28112 4

0.888889

Post graduate 33

133

4.030303

1.092803


Between Groups

2.386224 2

1.193112

1.248207

0.292761

3.115366

Within Groups

73.60128 77

0.955861

Total75.987

5 79

Interpretation :- Hypothesis is accepted as Customer relationship and complaint management is equally important in various education level at the time of selecting current telecommunication service

H0 = Customer relationship and complaint management is equally important in various income level at the time of selecting current telecommunication service

H1 = Customer relationship and complaint management is equally not important in various income level at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Less than 200000 68

284

4.176471

0.834065

200000-500000 10 39 3.9

1.655556

67

500000 & above 2 6 3 2


Between Groups

3.205147 2

1.602574

1.695441

0.190297

3.115366

Within Groups

72.78235 77

0.945225

Total75.987

5 79

Interpretation :- Hypothesis is accepted as Customer relationship and complaint management is equally important in various income level at the time of selecting current telecommunication service

H0 = Customer relationship and complaint management is equally important in various age group at the time of selecting current telecommunication service

H1 = Customer relationship and complaint management is equally not important in various age group at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

below 20 4 16 4 2

20-40 66271

4.106061

0.92704

40 & above 10 42 4.21.0666

67


Between Groups

0.129924 2

0.064962

0.06594

0.936239

3.115366

Within Groups

75.85758 77

0.985163

68

Total75.987

5 79

Interpretation :- Hypothesis is accepted as Customer relationship and complaint management is equally important in various age group at the time of selecting current telecommunication service

H0 = Offer and schemes is equally important in various profession at the time of selecting current telecommunication service

H1 = Offer and schemes is equally not important in various profession at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Business 36140

3.888889

0.387302

Service 21 874.1428

570.3285

71

Study 20 81 4.050.6815



Between Groups

0.923016 3

0.307672

0.706929

0.550823

2.724944

Within Groups

33.07698 76

0.435223

Total 34 79

Interpretation :- Hypothesis is accepted as Offer and schemes is equally important in various profession at the time of selecting current telecommunication service

H0 = Offer and schemes is equally important in male & female at the time of selecting current telecommunication service

69

H1 = Offer and schemes is equally not important in male & female at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Male 68271

3.985294

0.372915

Female 12 494.0833

330.8106

06


P-value F crit

Between Groups

0.098039 1

0.098039

0.225564

0.63616

3.963472

Within Groups

33.90196 78

0.434641

Total 34 79

Interpretation :- Hypothesis is accepted as Offer and schemes is equally not important in male & female at the time of selecting current telecommunication service

H0 = Offer and schemes is equally important in various education level at the time of selecting current telecommunication service

H1 = Offer and schemes is equally not important in various education level at the time of selecting current telecommunication service


Variance


3.947368

0.163743

Graduate 28 1144.07142

90.36507

9


70.65530

3

ANOVASource of SS df MS F P-value F crit

70

VariationBetween Groups

0.225792 2

0.112896

0.257385

0.773733

3.115366


1 770.43862

6

Total 34 79

Interpretation :- Hypothesis is accepted as Offer and schemesis equally important in various education level at the time of selecting current telecommunication service

H0 = Offer and schemes is equally important in various income level at the time of selecting current telecommunication service

H1 = Offer and schemes is equally not important in various income level at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

Less than 200000 68

271

3.985294

0.372915

200000-500000 10 40 4

0.888889

500000 & above 2 9 4.5 0.5


Between Groups

0.514706 2

0.257353

0.591787

0.555834

3.115366

Within Groups

33.48529 77

0.434874

Total 34 79

Interpretation :- Hypothesis is accepted as Offer and schemesis equally important in various income level at the time of selecting current telecommunication service

71

H0 = Offer and schemes is equally important in various age group at the time of selecting current telecommunication service

H1 = Offer and schemes is equally not important in various age group at the time of selecting current telecommunication service

Groups CountSum

Average

Variance

below 20 4 16 40.6666

67

20-40 66265

4.015152

0.47669

40 & above 10 39 3.9 0.1


Between Groups

0.115152 2

0.057576

0.130835

0.877557

3.115366

Within Groups

33.88485 77

0.440063

Total 34 79

Interpretation :- Hypothesis is accepted as Offer and schemes is equally important in various age group at the time of selecting current telecommunication service

Q.8 :- Have you used mobile portability ( changing Telecommunication service provider without changing number?

ParticularsNo. of Respondents

Yes 11No 69

72

11

69

No. of Respondents

YesNo

Interpretation: - Above data shows that most of the respondents in the area not used mobile

portability. And I got only 13.75% questionnaire filled by mobile portability users

Q.9 :- What are the problem you are facing from present telecommunication service provider?

ParticularStrongly agree Agree

Neither agree or disagree Disagree

Strongly disagree

Unwanted call 9 33 25 10 3Deduction from account 6 29 32 12 1Unwanted message 13 44 14 9 0Unwanted service activation 5 21 28 20 6Sim-card rejected 0 4 18 33 25Sim-card registration failed 0 5 15 34 26Incoming unavailability 0 10 42 8 20Outgoing unavailability 1 15 36 26 2No network available 4 9 40 20 7

73

Unwanted

call

Deducti

on from ac

count

Unwanted

mess

age

Unwanted

servi

ce acti

vation

Sim-ca

rd re

jected

Sim-ca

rd re

gistra

tion faile

d

Incoming u

navail

abilit

y

Outgoing u

navail

abilit

y

No network

avail

able

05

101520253035404550

Strongly agreeAgreeNeither agree or disagreeDisagreeStrongly disagree

Interpretation :- Above data shows that most of the respondents are agree for facing problem of unwanted message, unwanted call and deduction from account. Minor respondent are strongly agree for facing this type of problem.

Q. 10 :- How many different mobile service provider had you used in past?

ParticularsNo. of Respondents

One 14Two 37Three 19More than three 10

14

37

19

10

No. of Respondents

OneTwoThreeMore than three

74

Interpretation: - Above data shows that 46.75%of the respondents in the area used two connection and 23.75% used three connections.

Bibliography

75

www.airtel.in/

www.vodafone.in/

www.rcom.co.in/

www.tatadocomo.com

www.bsnl.co.in/

www.uninor.in/

www.aircel.com

www.virginmobile.in/

www.ideacellular.com/

www.cci.in

business.mapsofindia.com

ANNEXURE

76

http://www.cci.in/

http://www.ideacellular.com/

http://www.virginmobile.in/

http://www.aircel.com/

http://www.uninor.in/

http://www.bsnl.co.in/

http://www.tatadocomo.com/

http://www.rcom.co.in/

http://www.vodafone.in/

http://www.airtel.in/

QUESTIONNAIRE

This survey is being conducted by M.B.A. student of Xcellon Institute School of Business

Ahmedabad for the purpose of knowing the buying behaviour and customer expectation at the

time of purchasing post-paid or pre-paid service. Information provided by you would be strictly

going to utilize for academic purpose only and it does not have any commercial use.

Personal Information

Name: -.......................................................................................................

Age: - below 20 ( ) 20-40 ( ) 40& above ( )

Gender: - Male ( ) Female ( )

Area: -..........................................................................................................

Income: - less than 20,000 ( ) 20,000-50,000 ( ) more than 50,000 ( )

(Monthly)

Education: - Under Graduate ( ) Graduate ( ) Post graduate ( )

Profession: - Business ( ) Service ( ) Study ( ) House wife ( )

Mobile No.: -...............................................................................................

1. Which Company’ sim card do you use in your mobile phone?

Airtel ( ) BSNL ( ) Vodafone ( ) Aircel ( ) Tata ( )

Virgin ( ) Reliance ( ) BPL ( ) MTNL ( ) Idea ( ) Uninor ( )

2. What kind of sim-card do you use?

Post-Paid ( ) Pre-Paid ( )

3. Which category of sim-card do you use?

GSM ( ) CDMA ( )

77

4. From how many years you are using the services of current network provider?

Less than 1 year ( ) 1 year-5 year ( ) more than 5 year ( )

5. What are the criteria have considered at time of selecting current telecommunication service

provider.

Particulars

Strongly Agree

Agree Neither agree or disagree

Disagree Strongly disagree

Network

Call rates

Recharge facility

Internet connectivity

Internet speed

Schemes and Offer

Advertising

SMS rates

Value Added Service

6. Are you satisfied with following aspect of the present telecommunication service provider?

Particulars

Highly satisfied

Satisfied Neither satisfied nor dissatisfied

Dissatisfied Highly dissatisfied

78

Connectivity

Call Rates

Customer Relationship

Complain

Managements

Offers and Schemes

Others

7. Have you used mobile portability?

Yes ( ) No ( )

8. What type of call you make most?

STD ( ) ISD ( ) Local ( )

9. What are the problems you can see in present telecommunication service provider?

Particulars Yes No

Unwanted call

Deduction from account

Unwanted message

Unwanted service activation

Sim-card rejected

79

Sim-card registrations fail

Incoming unavailability

Outgoing unavailability

10. How many different mobile service provider had you used in past?

One ( ) Two ( ) Three ( ) More than Three ( )

11. Ranked service provider according to your priority.

Airtel ( ) BSNL ( ) MTNL ( ) Virgin mobile ( ) Aircel ( ) Vodafone ( )

Tata ( ) Reliance ( ) Uninor ( ) Idea ( )

************* Thank You *************

80

brm project

Documents

xcellon institute

bombay stock

indian telecom

variation

total revenue

mobile service

complain management

company bharti