vodafone is the world (2)

8/2/2019 Vodafone is the World (2)

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Project

On

CUSTOMER PREFERENCE OF VODAFONE

TELECOMMUNICATION SERVICE IN NAGPUR CITYSubmitted to:

Rashtrasant Tukadoji Maharaj, Nagpur University, inpartial fulfillment of the degree of Bachelor of

Business Administration. (BBA)

Academic Session:

[2008-2011]

Submitted by:

MS. KANCHAN B.KACHHWAH

Guide:

MS. PRIYADARSHANI PALASPAGAR

AVATAR MEHERBABA MAHAVIDYALAYA.143-144, MANEWADA CHOWK, NAGPUR

2008-11


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CERT IF ICATE CERT IF ICATE

THIS IS TO CERTIFY THAT THIS PROJECT TITLEDCUSTOMER

PREFERENCE OF VODAFONE TELECOMMUNICATION

SERVICE IN NAGPUR CITY

isa bonafied work carried out & developed by MS. KANCHAN B.KACHHWAH

In partial fulfillment for the award of degree ofBachelor of Business Administration

during the academic session 2008-11, submitted to Rashtrasant Tukadoji Maharaj,

Nagpur University, Nagpur, under my guidance and supervision.This is also to certify that project is the result of candidates own work and is of sufficiently

high standard to warrant its submission to the University for the Award of the said Degree.

To the best of my knowledge the matter presented in this project report has not been

submitted earlier for any other degree/ diploma to any university. The assistance and help

rendered to him during the course of his project work in the form of basic source material

and information have been duly acknowledged.

Project Guide Principal

Ms. Priyadarshani Palaspagar Mr.Y D.Chalkhor

Place: Nagpur

Date: _____/_____/______


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DECLARATIONDECLARATION

I hereby declare that this project titled CUSTOMER PREFERENCE OF

VODAFONE TELECOMMUNICATION SERVICE IN NAGPUR CITY

Is a bonafied and authentic record of work done by me under guidance of

Ms. Priyadarshani Palaspagar

The work presented here is not duplicated from any other source & also not submitted earlier for

any other degree/diploma to any university. I understand that any such duplication is liable to be

punished in accordance with the university rules.

Place: Nagpur MS.KANCHAN B.KACHHWAH

Student

Date: _____/_____/______


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A C K NO W L E DG EM E N T A C K NO W L E DG EM E N T

With immense pride & sense of gratitude, I take this opportunity to express my sincere

regards to

Mr. Y. D. Chalkhor, Pricipal, AVATAR MEHERBABA MAHAVIDYALAYA, 143-144,

MANEWADA CHOWK, NAGPUR

For his outstanding support, guidance and encouragement throughout which helped me

complete this project. I would also thank ourproject guide Ms Priyadarshani Palaspagar

for the help and cooperation extended.

I take this moment to thank our principal Mr. Y. D. Chalkhor, for providing the entire

infrastructure which could make this project possible.

I thank all supporting staff members at my college for their assistance.

Place: Nagpur MS.KANCHAN B.KACHHWAH

Student

Date: ___/___/_____


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INDEX

Sr. No. Name of Topics Page No.

1. EXECUTIVE SUMMARY

2. COMPANY PROFILE

3. TELECOMMUNICATION

INDUSTRY

4.` CUSTOMER PREFERENCE

5. RESEARCH METHODOLOGY

6. DATA COLLECTION

7. DATA ANALYSIS ANDINTERPRETATION

8. CONCLUSION

9. SUGGESTION

10. BIBLIOGREPHY

11. APPENDIX


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EXECUTIVE SUMMARY

The development of the telecom sector has experienced a major process. Transformation in

terms of its growth, technological content, and market structure in the last decade through

policy reforms introduced by the Government. The impetus of these changes is expected to

continue, and at a much faster pace. The study aims to analysis that with the increase in

competition in telecom services, higher levels of consumer satisfaction with affordable

prices and improved quality of services achieving or not. Wireless telephony and the

Internet are expected to be the preferred means of communication as convergence of

telecommunications, broadcasting, and information technology progresses. The study also

shows the supportive policy framework needs to be in place during this period of rapid

growth and transformation. The Government has undertaken the implementation telecom

policy with utmost earnestness, in letter and spirit to usher in competition in almost all the

service sectors. The migration package to revenue sharing in place of a fixed license fee has

led to a virtual take off in growth of the cellular and basic service sectors. National and

International data connectivity has been opened. Liberalization of telecom sector of the

Indian economy aims at improving accessibility, availability, reliability and connectivity

through private sector participation and to bring about much needed improvement in the

Quality of Service. Through increased competition, the service providers are expected tobecome more sensitive and responsive to the customers needs and choices and endeavor to

give him greater satisfaction. The Telecom Regulatory

Authority of India (TRAI) has the mandate to safeguard the customers interests and to set

the standards of quality of service. The rapid technological advances which have taken

place in the telecom sector have brought about significant improvements in the quality of

service provided to customers. With the digitization of exchanges, and up gradation of

external network, the fault rate has come down.


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OBJECTIVE OF STUDY

To know thoroughly about Reliance as a Global

Enterprise.

To study of Brand preference.

To study customer satisfaction.

Study on customer preference regarding various plan.

To study impact of advertisement on customer.

HYPHOTHESIS

Maximum people are using Reliance Telecommunication services.

Most of the Businessmen and Employees are using this service.

Reliance provides good service.

LIMITATION

Time constraint.

As sample size is very small the study can not give generalized view.

Services problem in rulers area.

Limited coverage area.


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COMPANY PROFILE

Vodafone is a mobile network operator headquartered in Berkshire, England, UK. It is the

largest mobile telecommunications network company in the world by turnover and has a

market value of about 75 billion (August 2008). Vodafone currently has operations in 25

countries and partner networks in a further 42 countries. The name Vodafone comes from

Voice data fone, chosen by the company to "reflect the provision of voice and data services

over mobile phones." As of 2006 Vodafone had an estimated 260 million customers in 25

markets across 5 continents. On this measure, it is the second largest mobile telecom group

in the world behind China Mobile. In the United States, Vodafone owns 45% of Verizon

Wireless.

Mission

Vodafone is primarily a user of technology rather than a developer of it, and this fact is

reflected in the emphasis of our work program on enabling new applications of mobile

communications, using new technology for new services, research for improving

operational efficiency and quality of our networks, and providing technology vision and

leadership that can contribute directly to business decisions.


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Vision Our Vision is to be the worlds mobile communication leader enriching

customers lives, helping individuals, businesses and Communities be more connected in a

mobile world

HISTORY

The history of this company is an interesting one. This wireless giant was created in 1984

as a subsidiary of Racal Electronics Plc, In September of 1991 Vodafone Group Plc.

emerged and became and independent company from Racal Electronics Plc. On 28 July

2000 in a merged with Air Touch Communications, Inc. Key milestones in the

development of the company's progress have been the keys to its success. In 2001 they

introduce instant messaging the networks. This became a faster and more efficient way to

communicate. They launch their first 3G service in Europe with their mobile connect

3G/GPRS data card in 2004. And, in February of 2007 Vodafone, Microsoft and Yahoo!

together to bring Instant messaging services to the mobile world which can be accessed

from both the PC and mobile handsets. Today they have become a wireless giant.

Offered is a variety of voice, messaging, data and fixed broadband services. The use of the

data services continues to grow, driven by the continuous advances in their 3G networks

and handset capabilities. Customers can benefit from the complete experience in and out ofthe homes and offices. Customer can enjoy email with We offer a suite of products that,

starting with voice calls that can be the alternative to having a traditional home telephone

line. Also there is the opportunity to sign up with an easy-to-use mobile service. You can

combine it with low-cost fixed telephone line and DSL broadband. Your mobile service has

a variety of billing options. Such as: month to month, prepaid and even contract. So this

gives you the option to choose what fits your needs. With instant messaging, data plans,

video calling, international rates, voice mail, PXT services, and even the ability to access

Windows Live Hotmail along with Yahoo. Your experience will be unbelievable. They

make if convenient for you. They now also offer Vodafone Mobile Broadband for

connecting your laptop computer to the internet via 3G or HSDPA networks.


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Which came first, the customer service or the customer? Customer service seems to be one

of those things that everybody complains about, and it is also something that doesn't seems

to get better. This Wireless Giant has had some good service reviews. Some of the

customers that have had to either deal with agents over the phone or Face-to-Face say that

the agents are friendly, caring, empathetic, and even act like they want to talk to you .

People feel that the employees are willing to go above and beyond their job requirements to

make sure that a problem gets solved. It seems that that the employees and a very good

working knowledge of the products and service available, and that something that patron

enjoy. Another review that has been mention was that of a customer calling to purchase and

set up new service. This particular person was not familiar with the company or the mobile

services that it offered. The customer said that the agent was very helpful. Even thought the

young lady on the phone had a lot of questions the agent didn't seem to get upset or

frustrated with the amount of questions that were being asked. By the end of the call the

young lady decided that this mobile company would definitely service her mobile needs.


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INDUSTRY

The telecom network in India is the fifth largest network in the world meeting up with

global standards. Presently, the Indian telecom industry is currently slated to an estimated

contribution of nearly 1% to Indias GDP.

The Indian Telecommunications network with 110.01 million connections is the fifth

largest in the world and the second largest among the emerging economies of Asia. Today,

it is the fastest growing market in the world and represents unique opportunities

for U.S. companies in the stagnant global scenario. The total subscriber base, which has

grown by 40% in 2005, is expected to reach 250 million in 2007.

According to Broadband Policy 2004, Government of India aims at 9 million broadband

connections and 18 million internet connections by 2007. The wireless subscriber base has

jumped from 33.69 million in 2004 to 62.57 million in FY2004- 2005. In the last 3 years,

two out of every three new telephone subscribers were wireless subscribers. Consequently,

wireless now accounts for 54.6% of the total telephone subscriber base, as compared to

only 40% in 2003. Wireless subscriber growth is expected to bypass 2.5 million newsubscribers per month by 2007. The wireless technologies currently in use are Global

System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA).

There are primarily 9 GSM and 5 CDMA operators providing mobile services in 19

telecom circles and 4 metro cities, covering 2000 towns across the country.


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Major Players

There are three types of players in telecom services:

State owned companies (BSNL and MTNL)

Private Indian owned companies (Reliance Infocomm, Tata Teleservices)

Foreign invested companies (Vodafone-Essar, Bharti Tele-Ventures, Escotel,

Idea Cellular, BPL Mobile, Spice Communications

India's mobile telecom sector is one of the fastest growing sectors. Unlike in the 1990s

when the mobile phone was an elitist product, mobile operators now tap a mass market

with mass marketing techniques. "Unified licensing" rules allow basic and mobile operators

into each others territory, and have ushered in perhaps the final phase of industry

consolidation.

It seems that only companies with deep pockets can effectively compete as primary

operators mobile markets. Economies of scale, scope, and end-to-end presence in long-

distance as well as local telecom, are desirable.

There are, besides, new challenges. Operators have to find new growth drivers for the wire

line business. There are problems of getting broadband to take off, of technology choice, of

when to introduce new technologies, and of developing a viable business model in an era of

convergence.


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COMPITITOR OF VODAFONETELECOMMUNICATION

It was found in the survey that 55% of the respondents intended to purchase either AirTelor Rim services in the future. Out of this 55% more than (that is 30% of the whole

sample size) intended to purchase AirTel and 25% intended to purchase RIMScaling About RCOMM Service

Indian economy is an emerging one and is growing very fast at the average GDP rate 8-9%

so in this emerging market competition level among telecommunication services provides

new players are coming who will necessarily intensify the competition. New products and

new schemes are being offered by the telecom service providers. The need for large

information capacity has grown tremendously due to the demand of real time information.

Telecommunication has now become a major information transmission system and telecom

has undoubtedly emerged as the most important industry in India. Indian telecom

companies are putting in their best offer to rope in major telecom operators of the world

e.g. Vodafone, Aircel and MTN etc. are playing their role in synergy with the operation of

the Indian companies. Process of acquisition and merger are in process and future will be

only for those companies who have an edge over others in the field. Service provided and

the better quality of network etc. is provided at affordable cost. In this process of

competition it is assumed that only those companies will survive who adopt suitable market


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strategy and technology innovation and up gradation to suit the aspiration and demand of

the consumer.

RCOM cellular ltd. an Anil Ambani Group of cos. is very fast catching up with the market

by providing cheaper calling rates. The market strategies adopted by its executives are

bearing fruits and the company although being the Second one to enter the market of Bihar& Jharkhand has found a suitable niche and recognition in the consumer. But this is not a

thing for self contentment as the survey reveals that in network, service and distributor, its

place is very far behind to other competitors viz. Airtel, BSNL, and Tata indicom etc. so to

withstand the competition resources mobilization and technological innovation on the part

of cos. To upgrade its quality of network and services is urgently called for.

Market access and growth is alright but the improvement of quality on

the above counts is necessity of the time.

Retailers Finding

Services provided by Retailers: -

All the retailers are dealing in all services i.e. providing Recharge Voucher, SIM, and Tariff

Voucher of all the cellular service companies present in Bangalore zone. Also most of them

provide only pre-paid connection.

Satisfaction: -

Most of the retailers i.e. around 74% of respondents are satisfied with RCOMM brand,

10% of them push RCOMM brand to the customer and rest 16% retailers are not satisfied

with RCOMM brand due to claim pending and the distributor. The retailers dont get

schemes communicated in time by distributor and distributor does not provide RCV & e-

Top properly.

Problems:-

Around 15% of the respondents that there is network problem with RCOMM, on the other

hand they found its competitors viz. Airtel, BSNL, TATA indicom network connectivity of

very good to good level.

Around 16% retailers which are under puja enterprises distributor projected

problem with distributors. They dont get schemes communicated in time by distributor and

distributor does not provide RCV & e-Top.

Support from company: -

Most of the retailers ensnared that they are supported by the companies personnel &


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companies helpline.

All companies provide POP (Point of presence) at right time and in adequate number.

Claim process:-

In case of RCOMM process is be claimed very belatedly i.e. almost 77% of the cases take

60-90 days, where as in case of Airtel most of the i.e. 88% is being finalized in time limit

0-30 days. The claim process services of other competitors viz. AirCel, Smart, &

TataIndicom are almost at par with the IDEA cellular ltd.


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CUSTOMER PREFERENCE

The ability of telecommunication operators to focus successfully on the customer has

proven to be one of the most competitive issues toward the end of the 20th century. The

services management literature is short of theoretical and empirical studies on customer

satisfaction measurement in the telecommunications industry. This, however, is contrary to

the industry practice since almost all major telecommunications companies around the

world gather information about customer satisfaction and other related information about

the quality of their services. Our research focuses on the customer satisfaction function of

residential customers of a major European telecommunications company. Customer

satisfaction is seen as the overall performance of the telecommunications company

stemming from adequate service provision, value for money, loyalty, and relationshipmanagement. The antecedents of the performance of the organization are obtained from the

contact points between the customers and the service points of the telecommunications

company.


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In this research we explore the antecedents of customer satisfaction in the

telecommunications industry with reference to fixed line services provided to residential

customers. To achieve such objective, this paper draws upon the concept of customer

contact (CC) introduced by Chase (1981) and Soteriou and Chase (1998), whereby

customer contacts are distinguished based on three major dimensions including

communication time, intimacy, and information richness. The empirical evidence from

such service categorization has shown that the customer contact dimensions can be used as

predictors of customer behavior with regard to their perceived service quality levels across

the popular five dimensions of the ServQual model (reliability, tangibles, empathy,

responsiveness, and assurance.

The telecommunications industry has invested heavily on customer satisfaction by both

designing large-scale measurement systems and initiating customer satisfaction

improvement projects, Lawton (1988). This was driven partly by the deregulation wave that

took place in this industry in the late 1980's and partly by the increased competition those

emerged in markets that were former state monopolies. Free communication costs and call

centers that were developed by the telecom providers also played a vital role in such

development. Large-scale operators such as AT&T (2001), British Telecom (2001), and

France Telecom are well known for their rigor and systematic approach in setting

up their customer satisfaction systems. British Telecom, for instance,

was interviewing about 25,000 residential customers per month in 1999,

measuring their levels of satisfaction. In the ESOMAR (1996) meeting,

special emphasis was placed on the state-of-the-art methods for

assessing customer satisfaction in Telecommunications. The case of

customer satisfaction in telecommunications has gained increased

industrial popularity-even beyond the individual firm level-with the

emergence of strong national regulatory bodies, which have shown vast

interest in customer satisfaction measurements. Notable, for instance, is

the case of OFTEL (2001) in the UK that has installed a system of

qualitative performance indicators about all telecom operators in the

country generating comparative results freely accessible to the public.


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Our research proposes a customized customer satisfaction framework in

telecommunications to reflect the service delivery process as

experienced by customers. The interaction between customers and the

delivery system is effected via alternative contact points; each one of

them will be investigated for its impact on the overall customer

satisfaction. That is, the service delivery system can be decomposed

into alternative customer contact points that shape customers' overall

judgment about the organization. Each contact point may retain a

relative independence concerning criteria of customer satisfaction such

as personnel, speed, reliability, and pricing. The contact point driven

satisfaction increases the measurement accuracy, as customers express

their views on the basis of specific interactions with the telecom provider

to which they can better relate. In an organization where customer

interactions can be categorized into more than six generic groups, it is

very difficult for a customer to express a generic satisfaction indicator

with the employees of the organization when they interact with different

employees at different contact points.


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RESEARCH METHODOLOGY

Search of knowledge. A careful investigation or enquiry. A systematic effort to gain new

knowledge. Those are called an Research

Research is a movement of knowledge from known to unknown from the available place to

the required place.

According to Clifford wode, Defining and re-defining problems formulating the

hypothesis or gusseted solutions. Collecting, organizing and evaluating data. Making

detections and reaching conclusions to determine whether fit the formulating the

hypothesis The Purpose of research to find out solutions to the problem, which has not

been discovered by anybody.

Marketing Research Process

MARKETING RESEARCH PROCESS:

1) DEFINE THE PROBLEM AND RESEARCH OBJECTIVE:

The first and foremost thing is to define the problem one should be very clear

about the problem and the research objective so that he does not collect the worth less

information.

2) DEVELOP THE RESEARCH PLAN:


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This is second step and one of the most important step in marketing research

process as it calls for developing the most efficient plan for gathering the needed

information. Designing the research plan call for decisions on data sources, research

approaches, research instruments, sampling plan contact methods.

a) Data Sources:

The data was collected for this project with the help of both primary as well as

secondary data. The secondary data was collected from internet and annual reports of the

company but secondary data was not sufficient for the purpose of the project, so it was

necessary to go for the primary data, which was collected through market survey.

b) Research Approach:

Primary data can be collected in 5 ways;

Observation

Focus groups

Surveys

Behavioral data

Experiments

The research approach in this project i.e. the primary data in this

project was collected through survey of outlets was carried out in Nagpur region which

included retail outlets, restaurants, bars, bakery shops etc The reason for carrying out

survey was to find out the various out the various reasons for the non-availavility

The other approaches mentioned above not used

c) Research Instruments:


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In research instruments we have a choice of two main instruments for collecting

primary data,

Questionnaire

Mechanical devices

In this project survey was carried out with the help of questionnaire with open as

well as closed ended questions.

d) Sampling Plan:

After deciding on the research approach sampling plan must be designed. The

plan calls for three decisions:

Sampling unit

Sample size

Sampling procedure

i) Sampling Unit:

Who is to be surveyed?

This is the question that we have to answer under this heading in this project

sampling units were:

ii) Sample Size:

How many people should be surveyed?


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It is not necessary that a large sample should be selected but a size that can give

you valuable information should be selected but a size that can given you valuable

information should be taken to carry out survey.

Sample size taken for the customer =50 customers

e) Contact Methods:

Once the sampling has been determined one must decide how the subject should

be contacted.

Mail

Telephone

Personal interview

Collection of data

1) Primary data

The primary data are collected through survey method. Survey method is undertaken to

find the customer satisfaction and opinion. A survey was conducted among the people of

Nagpur City by the aid of well structured questionnaire. The population for the study

consists of people who are using cell phones in Nagpur City.

The sampling unit for the study is 50, which includes the cell phone, fixed wireless phones

and internet users in Nagpur City. The sampling size includes male and female users from

different occupation, age. The sampling size was restricted to 50 because of the time

constrains. Here, convenient sampling technique has been adopted for collecting the

primary data.

2)Secondary Data

Like from Internet, Magazines, Newspaper, Book etc. The secondary data will collect from

the printed source conglomerate


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Q.1) Which Telecommunication service are using?

Tabular RepresentationQ. Which Telecommunication services are using? Reliance 16

Airtel 10

Vodafone 11

BSNL 8

Other 5

Total 50

Graphical Representation


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Analysis1) In this graph, 40% customers are using Reliance Telecommunication service.2) In this graph, 20% customers are using Airtel Telecommunication service.

3) In this graph, 13% customers are using Vodafone Telecommunication service.

4) In this graph, 13% customers are using BSNL Telecommunication service.5) In this graph, 14% customers are using Other Telecommunication service.

Q.2) Which plan you are using?

Tabular Representation

Q.2 Which plan you are using? Post Paid 10

Pre-Paid 35

Total 50



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Analysis1) By this graph, 22% customers are using post paid service.

2) By this graph, 78% customers are using pre-paid service.

Q.3) Are you satisfied with your service provider?


Q.3 Are you satisfied with your service provider? Yes 15

No 30

Total 50



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Analysis1) From this graph, 67% customers are not satisfied with their service provider.

2) From this graph, 33% customers are satisfied with their service provider.

Q.4 Your age group?


Q.4 Your age group?

18-25 30

25-40 15

Above

Total 50



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Analysis1) Above graph, 67% customers age group is 18-25.

2) In this graph, 33% customers age group is 25-40.

Q.5) Your occupation?


Q.4 Your occupation? Student 23

Business 10

Employee 17

Total 50



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Analysis1) In this graph, 27% customers are Employee.

2) In this graph, 13% customers are Businessmen.

3) In this graph, 60% customers are student.

Q.6) Are you using Reliance Telecommunication service?


.i) IfYES, then what makes you to use the service? Tariff rate areaffordable

2

Network is good 3

various plansprovides

6

good customerservices

3


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other 2

Total 16

.ii)IfNO, what are the reasons?

Tariff rate arenot affordable

9

Network is bad 7

plan notavailable

6

Bad customerservices

4

other 3

Total 29

Analysis1) In this graph, 13% customer are told, tariff rate are affordable.2) In this graph, 19% customer are told, network is good

3) In this graph, 37% customer are told, various plans providers.

4) In this graph, 18% customer are told, good customer service5) In this graph, 18% customer are told, other service.


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Analysis1) In this graph, 3% customers are told, tariff rate are not affordable.2) In this graph, 19% customers are told, network is bad.

3) In this graph, 37% customers are told, plans not available.4) In this graph, 18% customers are told, bad customer.

5) 5) In this graph, 18% customer are told, other service

CONCLUSION

Following are the conclusion that the researcher found after the survey.

From the above analysis the researcher concludes that major respondents

are dissatisfied with some of the major services like call rates, SMS rates

and new schemes & offers.

Major respondents from all respondents use services of Vodafone.

Major customers of Vodafone are old customers so many of the respondents are

satisfied with the services of Vodafone and thus they would like to recommend

Vodafone to others.

Major respondents using Vodafone use pre-paid services compared to post-paid

services.


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Major respondents are youngsters so they need more SMS facilities and low call

rates, but Vodafone dissatisfies these age group (18-25) as their call rates and

SMS rates are much high.

SUGGESTION

Following are some of the suggestions given by the researcher so that Vodafone can

serve people and its customers in an improved way:

Vodafone should decrease call rates for local users.

Vodafone should provide more offers to Post-Paid customers so that the numb of

Post-Paid customers increase.

Vodafone should bring introduce some new SMS schemes for the youngsters.

Vodafone should introduce more schemes and offers.

Vodafone should provide more schemes and offers to its old customers.

Vodafone should decrease call rates of STD and ISD


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BIBLOGRAPHY

Marketing management analysis planning an control.

-PHILLIP KOTLAR

Marketing on consumer behavior.

-L.K.SCHIFFMAN

www. Vodafone telecommunication.com.


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SERVEY

ON

CUSTOMER PREFERENCE OF VODAFONE

TELECOMMUNICATION SERVICE IN NAGPUR

1) Which Telecommunication service are you using?

a) Reliance b) Airtel c) Vodafone d) BSNL e) Other_______

2) Which plan you are using?

a) Post Paid b) Pre-Paid

3) Are you satisfied with your service provider?

a) Yes b) No

4) Your age group?

a) 18-25 b) 25-40 c) Above

5) Your occupation?

a) Student b) Business c) Employee


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6) Are you using Vodafone Telecommunication Service?

( i ) If yes ,then what makes you to use the service .

a) Tariff rate are affordableb) Network is good

c) Various plans providesd) Good customer services

e) Other________

( ii ) If No, what are the reason .

a) Tariff rate are not affordable

b) Network is bad

c) Plan not available

d) Bad customer services

e) Other________

7) Any suggestion for Vodafone Telecommunication?

_______________________________________

______________________________________

Thank You

vodafone is the world (2)

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