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A STUDY ON THE CUSTOMER SATISFACTION OF MOBILE

NETWORK SERVICE PROVIDERS

( With Special Reference To Pollachi Taluk)

Submitted by

K. HARI SHANKAR

Reg. No : 2009 R 694

Under the guidance ofDr.K .SIRAJUDDIN, M.Com., M.Phil.,Ph.D..

Associate Professor of Commerce


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INTRODUCTION

The Telecom sector has been one of the fastest growing service

industries in the world

It has emerged as one of the key sectors responsible for Indias

resurgent Indias economic growth.


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India has the world's second-largest mobile phone users with 894

million as of December.

India has come to be regarded as the world's most competitive and

one of the fastest growing telecom markets.

The industry is expected to reach a size of 344,921 crore by 2012

at a growth rate of over 26 per cent, and generate employment

opportunities for about 10 million. To emphasizing on latest technology like GSM, CDMA, Fixed line

and WLL.

TELECOMMUNICATION IN INDIA
http://en.wikipedia.org/wiki/List_of_countries_by_number_of_mobile_phones_in_usehttp://en.wikipedia.org/wiki/Crorehttp://en.wikipedia.org/wiki/Crorehttp://en.wikipedia.org/wiki/List_of_countries_by_number_of_mobile_phones_in_usehttp://en.wikipedia.org/wiki/List_of_countries_by_number_of_mobile_phones_in_usehttp://en.wikipedia.org/wiki/List_of_countries_by_number_of_mobile_phones_in_use


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STATEMENT OF THE PROBLEM

Does the customers are aware about their mobile network service providers?

What are the services provided by the mobile network service provider to

their customers?

What are reasons for selecting their mobile network service provider?

Whether the service provided by mobile network service provider is

satisfying the customers?

Are the facilities available adequate to satisfy the customers?


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RESEARCH OBJECTIVES

To study the awareness of the customer about the mobile network

service providers.

To know the customer preference towards the mobile network service

providers.

To examine the level of satisfaction of customers towards mobile

network service providers.


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METHODOLOGY

The present study has been carried out with the help of both primary

and secondary data.

The primary data were collected from 166 respondents who avail the

services of various mobile networks.

The secondary data were collected through Magazines, Newspapers,

Websites and other popular journals.


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FRAMEWORK OF ANALYSIS

The following statistical tools are used in the study for the purpose of

analyzing the data.

Simple percentage.

Chi-square .

ANOVA


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SOCIO ECONOMIC PROFILE OF THE CUSTOMERS


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FINDINGS


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Majority of the respondents i.e. 86( 51.80%) are residing in Urban

area.Most of the respondents i.e. 93(56.00%) are male respondents.

It is identified that maximum of the respondents i.e.105(63.30%) fall

in the age group of 21-41.

Majority of the respondents i.e. 71(42.80%) are post graduates.

There is equal percentage of married and unmarried respondents.

Out of total respondents 49(29.50%) respondents are Employed.

85(51.20%) respondents having four members in their family.Majority of the i.e. 132(79.50%) respondents incur moderate level of

family expenditure.


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THE FOLLOWING FINDINGS CONTAIN THE

DETERMINANTS OF LEVEL OF AWARENESS

OF THE CUSTOMERS.


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There does not exist any significant association between area of

residence and level of awareness.

There does not exist any significant difference between the

respondents classified on the basis of area.

There does not exist any significant association between Gender andlevel of awareness.


respondents classified on the basis of gender.

There exists significant association between Age and level of

awareness.


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There does not exist any significant difference between the respondents

classified on the basis of age.

There exists significant association between Educational Qualification

and level of awareness.

There exists significant difference between the respondents classified on

the basis of educational qualification.

There does not exist any significant association between marital status

and level of awareness.

There exist significant differences between the respondents classified on

the basis of marital status.

There does not exist any significant association between Occupation and

level of awareness.


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FACTORS INFLUENCING LEVEL OF PREFERENCE

OF CUSTOMER


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residence and level of preference.



There does not exist any significant association between Gender and

level of preference.



There does not exist any significant association between Age and level

of preference.


respondents classified on the basis of age.


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There does not exist significant difference between the

respondents classified on the basis of period of using present

network.

There does not exist any significant association between using

more than one sim cardand level of preference.

There exists significant difference between the respondents using

more than one sim card.

There does not exist any significant association between number

of calls made per day and level of preference.

There does not exist significant difference between the

respondents classified on the basis of calls made per day.

There does not exist any significant association between number

of SMS sent per day and level of preference.


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DETERMINANTS OF LEVEL OF SATISFACTION OF THE CUSTOMERS


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residence and level of satisfaction.



There does not exist any significant association between gender

and level of satisfaction.



There does not exist any significant association between age and

level of satisfaction.


respondents classified on the basis of age.


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SUGGESTIONS


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Availability of the recharge cards should be increased.Tower facilities to be increased.

Do not activate value added service without the customers consent.

Cut down the roaming charges.

3G has to be implemented in all the areas.

Bonus talk time facility should be availed.

Call charges while contacting customer care should be taken off.


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SMS charges during festival seasons should be taken off.

Preference should be given to rural areas by the network

providers.

Concessional call rates during night time should be

introduced.

Internet speed should be increased to get faster accessibility.

Free talk time facility has to be introduced.

Value added services have to be increased.


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CONCLUSION


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The result indicates that customers are well aware about

their network providers. Most of them suggested that value added

service should be increased inorder to retain the customers. Most of

the respondents suggestion is to cutoff offer calls from customer

care frequently. The results indicate that the minute charge is themost influential factor when a customer assesses to purchase.

These indicate, not surprisingly, that communication firms need to

deeply consider. Also, this indicates that a lot of effort must be put in

the pricing strategy.

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