Description
The most important economics of any country depends on its communication skills. Communication is a basic requirement in today’s world. DECADES earlier, first and foremost device of communication was a telephone invented by Alexander Grahambell.
CUSTOMER
SATISFACTION OF
<A PROJECT REPORT>
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Customer Satisfaction Of
in partial fulfillment o f the requirement for the award of the degree of
MBA in OPERATIONS MANAGEMENT
This PROJECT REPORT reated !nder the guidane of
Mr. Vijay Aggarwal
"u#mitted #$ %
Gaurav Gupta
Course % MBA
"emester % Forth
Roll &o' % !"#!!$!%
Center &ame % &'( )niv* Viv'+ Vihar
Center Code % "!",
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Acknowledgement
Through this a)nowledgment* + e,press m$ sinere gratitude to all those people who
ha-e #een assoiated with this assignment and ha-e helped me with it and made it a
worthwhile e,periene'
.irstl$ + e,tend m$ than)s to the -arious people who ha-e shared their opinions and
e,perienes through whih + reei-ed the required information ruial for m$ report'
.inall$* + e,press m$ than)s to Mr. Vijay Aggarwal who ga-e me this opportunit$
to learn the su#/et in a pratial approah and 0s' "wati Jain who guided me and
ga-e me -alua#le suggestions regarding the pro/et report'
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Table of Contents
ACKNOWLEDGEMENT
EXECUTIVE SUMMARY
INTRODUCTION
AOUT RELIANCE IN!OCOMM
RELIANCE ROADAND WIRELINE
CDMA TEC"NOLOGY
CDMA VS# GSM
ADVANTAGES AND DISADVANTAGES O! CDMA TEC"NOLOGY
ADVANTAGES$
DISADVANTAGES
O%ECTIVES O! T"E STUDY
"Y&OT"ESIS DEVELO&ED
ALTERNATIVES GENERATED
DATA COLLECTION
DATA SOURCES
DESIGN OF SAMPLE
SAMPLE PROFILE
DESIGN OF DATA COLLECTION FORMS
DATA ANALYSIS
OVERALL SATISFACTION TO RELIANCE MOBILE
EX-GSM USERS
DHIRUBHAI AMBANI PIONEER OFFER DAPO!
RELIANCE MOILE TERMS AND CONDITIONS
DELIVER" TIME AND LEAD TIME
INTEREST IN REPEAT PURCHASE
CLARIT" AND CALL DROP
COVERAGE
CALL RELATED AND HANDSET FEATURES
RING TONES AND VOLUME LEVEL
HANDSET
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CUSTOMER CARE SERVICE
AGE GROUP
OCCUPATION
!INDINGS
CONCLUSION
RECOMMENDATION
LIMITATIONS O! T"E STUDY
LIST O! AREVIATIONS
A&&ENDIX
SAMPLE #UESTIONNAIRE
CUSTOMER SATISFACTION SURVE"
!RE'UENCY TALES
ILIOGRA&"Y
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EXECUTIVE SUMMARY
The most important eonomis of an$ ountr$ depends on its ommuniation s)ills'
Communiation is a #asi requirement in toda$5s world' 6ECA6E" earlier* first and
foremost de-ie of ommuniation was a telephone in-ented #$ Ale,ander
7raham#ell' This telephone was in-ented to wor) with a#les onl$' &ow the
tehnolog$ has so muh impro-ed* so as to ommuniate things faster almost equal to
the speed of a sound wa-e using mehanial monsters )nown as 0O8+9E P:O&E"'
"tarting from 1;<=* when the world5s first ellular networ) was introdued using
analog radio transmission tehnolog$ li)e A0P"> Ad-aned 0o#ile Phone "$stems?*
the 0o#ile tehnolog$ has grown unanimousl$' @hen more su#sri#ers signed up for
ser-ie demanding more air time* A+R @AR" started' To aommodate more traffi in
a limited Radio spetrum* the industr$ de-eloped a new set of digital wireless alled
C60A> Code 6i-ision 0ultiple Aess? and 7"0 > 7lo#al "$stem for 0o#ile?'
Toda$ ommuniation is possi#le without the in-ol-ement of a a#le'
The pae at whih the need for mo#ilit$ is growing seems to ha-e resulted in an
inreased demand for an effiient and effeti-e ommuniation media' Aeeping this
opportunit$ in mind Reliane +nfoomm has entered into teleom industr$ and has
launhed Reliane Mobile all o-er +ndia'
!nderstanding the ustomers needs and wants and moulding the produt to math the
onsumer pereption is one of the #asi thing that is required for the suess of an$
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produt' +n this onte,t* Reliane +nfoomm wants to )now more a#out #usiness
operations of Reliane +nfoomm on how the$ met ustomer requirements and
satisfation le-els'
The result of this stud$ will #e instrumental to Reliane +nfoomm to he) their
8usiness operations on how the$ aptured the mar)et and sustained ompetition* the
pro#lems that the$ are faing and to ma)e the neessar$ hanges of required'
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INTRODUCTION
Toda$ teleom setor has man$ pla$ers due to the li#eraliCed go-ernment poliies' As
the initial in-estment required are high* entr$ and e,it #arriers are also high' There are
man$ ser-ie pro-iders li)e Reliane +nfoomm* 8harti* 8"&9* Dodafone* +dea*
0T"* Tata 6OCO0O* Tata +ndiom'* et' The total num#er of R+0 ustomers as on
June 1=* (==B was more than thirt$ la)hs' This is a great ahie-ement for Reliane
and it is due to the ser-ies offered #$ the ompan$' +n a -er$ short span on time*
Reliane has grown aross the length and #readth of +ndia and aptured a -er$ good
position in toda$5s mar)et'
SITUATION ANALYSIS
.rom Jul$ =1* (==B the +ndian teleom setor has shifted to the new interonnet user
harge >+!C? regime' All the pla$ers ha-e made inoming alls* on an$ ser-ie free
from the $ear (==2' +n addition* it appears that #oth loal and "T6 >from an$
networ)? has ome down dramatiall$' At the same time* the new regime has fored
the aller to pa$ an additional interonnetion and termination harge' Roughl$
translated* this means that a aller would ha-e to pa$ e,tra for onneting to other
networ)' :ene hisEher #ills would go up'
Aording to the industr$* the general puCClement was #ound to happen as the
go-ernment and Teleom Regulator$ Authorit$ of +ndia >TRA+? too) too muh time
to ta)e a deision and then announed things in haste'
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AOUT RELIANCE IN!OCOMM
Reliane +nfoomm is a mem#er of Anil 6hiru#hai Am#ani group* +ndiaFs largest
#usiness enterprise and amongst the top 3== enterprises in the world'
Reliane +nfoomm will offer a omplete range of teleom ser-ies* o-ering mo#ile
and fi,ed line telephon$ inluding #road#and* national and international long distane
ser-ies* data ser-ies and a wide range of -alue added ser-ies and appliations that
will enhane produti-it$ of enterprises and indi-iduals'
Reliane Mobile* the first of +nfoommFs initiati-es was launhed on 6eem#er (<*
(==(* the B=th #irthda$ of the Reliane group founder* "hri'
6hiru#hai :' Am#ani'
This mar)s the #eginning of RelianeFs dream of ushering in a digital re-olution in
+ndia #$ #eoming a ma/or atal$st in impro-ing qualit$ of life and hanging the fae
of +ndia' +t aims to ahie-e this #$ putting the power of information and
ommuniation in the hands of the people of +ndia at afforda#le osts'
Reliane +nfoomm will e,tend its efforts #e$ond the traditional -alue hain to
de-elop and deplo$ teleom solutions for +ndiaFs farmers* #usinesses* hospitals*
go-ernment and pu#li setor organiCations
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RELIANCE ROADAND WIRELINE
The term #road#and generall$ refers to aess speeds of 1'3 0#ps and higher' As
ontent on the internet and intranet #eomes multimedia* #road#and tehnologies are
important for aessing the ontent and to pro-ide -ideo #ased orporate ser-ies'
Reliane +nfoomm has e,tended fi#er in its aess networ)' This gi-es the networ) a
apait$ to ha-e -er$ high aess speeds' Reliane has deplo$ed #road#and #ased on
giga#it ethernet' This will ena#le Reliane to pro-ision #road#and ser-ies of high
qualit$ and performane'
Teleommuniation networ)s are the infrastruture for pro-isioning +nfoomm
ser-ies' All #usinesses toda$ are dependent on teleom to ontinue their da$-to-
da$ operations' The range and qualit$ of ser-ies that an #e pro-isioned is
determined #$ the qualit$ of the networ) deplo$ed'
The Reliane +nfoomm networ) onsists of 4=*=== )ilometers of optial fi#re a#les
spanning the length and #readth of +ndia' These a#les an arr$ thousands of #illions
of #its per seond and an instantl$ onnet one part of the ountr$ with another' This
ph$sial networ) and its assoiated infrastruture will o-er o-er 4== ities and towns
in 1< of the ountr$Fs (1 irles* ((; of the nation5s 1(1 9ong 6istane Charging
Areas >96CAs? and #road#and onneti-it$ to o-er 1;= ities' This infrastruture will
#e #a)ed #$ state-of-the-art information management s$stems and a
ustomer-foused organiCation'
RelianeFs ring and mesh arhiteture topolog$ is the most e,pensi-e omponent to
implement* #ut assures the highest qualit$ of uninterrupted ser-ie* e-en in the e-ent
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of failure or #rea)age in an$ segment of the networ)' Reliane has BB suh rings
aross the ountr$ with at least three alternati-e paths a-aila#le in metros' Conneted
on this topolog$* the ser-ie has -irtuall$ no hane of disruption in qualit$
performane'
RelianeFs o#/eti-e is to reate -alue for our ustomers' Reliane will inno-ate
easelessl$ so that state-of-the-art tehnolog$ an #e le-eraged to reate produts and
ser-ies that are afforda#le'
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CDMA TEC"NOLOGY
+t was first de-eloped in the $ear 1;;1 #$ Gualomm ompan$ for !" militar$' The
first C60A networ)s were ommeriall$ launhed in 1;;3 and pro-ided more than
1= times apait$ o-er 7"0 networ)s' "ine then C60A has #eome fastest growing
of all wireless tehnologies with o-er 14 million su#sri#ers worldwide' +n this
tehnolog$ analog speeh is on-erted onto digital information* whih is then
transmitted as a radio signal o-er a wireless networ)' !sing a unique ode* whih
distinguishes eah user C60A* ena#les man$ users to share the networ) at the same
time' E-er$ user is reognised with a ode of order ( whih is stored in the handset'
Aess networ)s determine the ser-ies that an finall$ #e deli-ered to ustomer'
Reliane networ) has wireline aess tehnologies #ased on fi#re as well as opper'
.i#re in the aess networ) ma)es #road#and ser-ies eas$ to deplo$' The wireless
aess networ) deplo$ed for C60A 1H is spetrum effiient and pro-ides #etter
qualit$ of -oie than other networ)s and higher data rates' C60A 1H also pro-ides
an upgradation path to future enhanements'
The C60A 1, RTT networ) is deplo$ed in 3BB "6CAs omprising of o-er 4== ities
and towns aross +ndia* o-ering more than 43I of the ur#an population'
This wireless networ) will allow Reliane +nfoomm to offer utting-edge ne,t
generation appliations >e'g' data speeds upto 122 )#ps? and ser-ies' The wireless
networ) has #een arhiteted )eeping in mind future ser-ie and apait$ upgrade
requirements'
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"ome of the )e$ points to note a#out the networ)Fs future proofing are -
• C60A is the perfet R. tehnolog$ for on-ergene* due to the as$nhronous
nature of the media aess tehnique' This ma)es it a natural fit for pa)et-
#ased aess and traffi'
• C60A 1H RTT an pro-ide data speeds of upto 122 )#ps* whih meet the
speifiations for ne,t generation -ehiular traffi' +ts #andwidth apait$
therefore far outstrips that of ompeting s$stems* and is li)el$ to suffie for
man$ $ears to ome'
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CDMA ()# GSM
C60A requires fewer ell sites than the 7"0 and T60A >Time 6i-ision 0ultiple
Aess? digital mo#ile phone s$stems* and pro-ides up to three to fi-e times their
alling apait$ due to higher spetral effiien$' Compared to an analog ell phone
s$stem >A0P"?* C60A pro-ides (= times the apait$' !nli)e other digital s$stems
that use T60A* whih di-ides the spetrum into different time slots* C60AFs spread
spetrum tehnique o-erlaps e-er$ transmission on the same arrier frequen$ #$
assigning a unique ode to eah on-ersation'
After the -oie on-erts to digital signals* C60A spreads the data stream o-er the
full 1'(30:C #andwidth of the C60A hannel* oding eah stream separatel$ so it
an #e deoded at the reei-ing end' The rate of the spreading signal is )nown as the
Jhip rateJ* as eah #it in the spreading signal is alled a JhipJ' All -oie
on-ersations use the full #andwidth at the same time' One #it from eah on-ersation
is multiplied into 1(< oded #its #$ the spreading tehniques'
Compared to 7"0* the C60A tehnolog$ deli-ers #etter spetral effiien$* #etter
-oie qualit$* lower dropped alls* and #etter power management - leading to
enhaned #atter$ life and longer tal) time'
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ADVANTAGES AND DISADVANTAGES O! CDMA
TEC"NOLOGY
ADVANTAGES:
1' "im ard is not required'
(' "uperior -oie larit$'
1' +t supports more num#er of users at the same time'
2' "oft hand-off is possi#le'
3' Cheaper in terms of apital e,penditure'
4' +t is seure'
B' 9ow radiation as transmission happens onl$ when the on-ersation starts'
DISADVANTAGES
1' A-erage power onsumption is more #eause of higher hannel'
(' Channel width is muh more ompared to 7"0 #eause of multipliation of
the ode'
1' @hen two users are using the mo#ile at the same time one near to the #ase
station and the other farther then the frequen$ of the near user will #e lear
and loud* whereas the one awa$ will ha-e pro#lems'
2' 8atter$ life is less ompared to 7"0 networ)'
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O%ECTIVES O! T"E STUDY
The o#/eti-es of the stud$ is to pro-ide how Reliane +nfoomm aptured the
mar)et or in simple terms 8usiness Operations of Reliane +nfoomm with respet to
the following
? 6hiru#hai Am#ani Pioneer Offer
? "er-ie K Conneti-it$* Co-erage and Gualit$ of -oie and 6ata
? 9ead Time and 6eli-er$ Time
? Prie and +nitial +n-estment
? 6ealer* OTC* @e#@orld and Customer Care "er-ie
? @arrant$* +nsurane and .inane Terms
? :andset and its features
? R-@orld and other -alue added ser-ies
? "atisfation le-el of e,-7"0 users to Reliane Mobile with respet to their
pre-ious onnetion
The sur-e$ not onl$ anal$sed the satisfation le-els among the present ustomers* #ut
also generated a lot of interested and prospeti-e ustomers for Reliane +nfoomm'
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"Y&OT"ESIS DEVELO&ED
8ased on the information olleted from the we#sites* teleom /ournals and pilot
sur-e$ the following h$pothesis was de-eloped'
• Customers who thin) initial in-estment or ost is the )e$ riteria to #u$ a
mo#ile phone ma$ #e satisfied with Reliane Mobile
• Customers who loo) for -alue added ser-ies or internet onnetion from a
mo#ile phone ma$ #e satisfied with Reliane Mobile
• Customers who require "0" and roaming failit$ as )e$ ser-ie ma$ not be
satisfied with Reliane Mobile
• Customers >E,-7"0 users? for whom o-erage is the )e$ riteria to selet a
mo#ile phone ma$ not be satisfied with Reliane Mobile
• Customers who are tehnolog$ sa--$ and )now the ad-antages of C60A
tehnolog$ o-er T60A or 7"0 tehnolog$ will #e satisfied with Reliane
Mobile
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ALTERNATIVES GENERATED
? +f Customers satisfation le-el is more than ;=I then it is onluded as
ustomers are satisfied or a desira#le response is o#tained
? +f Customers satisfation le-el is #etween 3=I L ;=I then it is onluded as
ustomers are dissatisfied or ser-ie le-el has to #e impro-ed
? +f Customers satisfation le-el is less than 3=I then it is onluded as poor
ser-ie
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DATA COLLECTION
Data So$%&es
The information olleted for the e,plorator$ stud$ of this researh was from the
seondar$ data soure K data#ase regarding the ustomers profile from 7andhi
8aaCar and 8an) Colon$ OTC' Also some of the information needed for the stud$
was also olleted from @e#@orlds* we#sites and teleom /ournals' Primar$ data
were olleted #oth #$ inter-iewing ustomers through telephone and #$ person'
Des'(n of Sa)*le
.or the sur-e$ inde,ed sequential sampling tehnique was used and e-er$ (=
th
ustomer was pi)ed from the data#ase of OTC for inter-iew'
Sa)*le P%o+le
6uring the proess of data olletion* 3=4 respondents were inter-iewed with the help
of a questionnaire' 1BI of respondents were #usinessmen* 1I were professionals*
1BI were self emplo$ed* 11I were salaried professional* 3I were salaried non-
professional* 1I were students and 2I were house wi-es and retired people'
Des'(n of ,ata &olle&t'on fo%)s
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The data olletion was arried out with the help of a questionnaire and designed to
ollet information regarding the satisfation le-el of ustomers to the following%
• 6APO
• Reliane Terms and Conditions
• Conneti-it$
• Co-erage
• Clarit$
• "er-ie 9e-el
• Call Related .eatures
• :andset .eatures
• Dalue Added "er-ies
• E,-7"0 users omparison
Their interest to Reliane Mobile in future was also aptured'
The questionnaire was designed using dihotomous questions* strutured and
unstrutured questions' The satisfation le-els of ustomers were indiated on a fi-e-
point sale where 1- for ompletel$ dissatisfied and 3- for ompletel$ satisfied'
Ps$hographi and demographi information were also aptured to help the
researher to anal$se the data'
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DATA ANALYSIS
O-e%all Sat'sfa&t'on to Rel'an&e Mobile
The o-erall satisfation to Reliane Mobile gi-es a lear piture to Reliane
+nfoomm a#out their ser-ie le-el' To ma)e the anal$sis eas$ ompletel$ satisfied
and satisfied are om#ined together and ompletel$ dissatisfied and dissatisfied are
om#ined together'
10%
12%
17%
53%
8%
Completely
Dissatisfied
Dissatisfied
Neither
Dissatisfied Nor
Satisfied
Satisfied
Completely
Satisfied
s
Fig. !-.!
The sur-e$ has re-ealed that a#out 4=I of the ustomers were satisfied with Reliane
Mobile* ((I were dissatisfied and 1BI were neither satisfied nor dissatisfied'
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EX*GSM USERS
To )now whether the ustomer was first time user or not* the sur-e$ has aptured this
information from the ustomer' The sur-e$ has also aptured hisEher pre-ious
onnetion and the handset heEshe used'
61%
39%
User
Non User
Fig. !-.-
The anal$sis shows that 41'1I of the ustomers used 7"0 mo#ile phones #efore
using Reliane Mobile'
Reliane +nfoomm has #undled #oth onnetion >ser-ie? and instrument >handset?
together and has mar)eted the produt' "o it is important for them to )now E,-7"0
users pre-ious onnetion and handset and satisfation to Reliane Mobile with
respet to the orresponding one'
The anal$sis shows that
? B=I of E,-7"0 users used AirTel onnetion
? (=I of E,-7"0 users used "pie onnetion
? B3I of E,-7"0 users used &o)ia handsets
? <I of E,-7"0 users used 0otorola handsets
? <I of E,-7"0 users used "amsung handsets
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? 1<I of E,-7"0 users were satisfied with Reliane Mobile when ompared to
their pre-ious onnetion* 3=I were dissatisfied and the rest found no hange
? 1=I of E,-7"0 users were satisfied with Reliane Mobile when ompared to
their pre-ious handset* 1=I were dissatisfied and the rest found no hange
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D"IRU"AI AMANI &IONEER O!!ER +DA&O,
Prie is one of the #asi determinants in the #u$ing deision of a ustomer'
5%
6%
2%
58%
7%
Completely
Dissatisfied
Dissatisfied
Neither
Dissatisfied
Nor Satisfied
Satisfied
Completely
Satisfied
Fig. !-..
The anal$sis shows that 3<I of the ustomers were satisfied with 6APO* 11I were
dissatisfied and the rest were onfused'
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RELIANCE MOILE TERMS AND CONDITIONS
As the post dated heques and three $ears lo)ing no longer e,ists* most of the
ustomers are satisfied with warrant$ and insurane terms'
2%
3%
33%
55%
7%
Completely
Dissatisfied
Dissatisfied
Neither
Dissatisfied Nor
Satisfied
Satisfied
Completely
Satisfied
Fig. !-.%
0ore than 4(I of the ustomers were satisfied with Reliane terms* 3I of the
ustomers were dissatisfied and others were unaware of the e,at terms and una#le to
answer'
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DELIVERY TIME AND LEAD TIME
To redue lead-time and deli-er$ time* Reliane +nfoomm has introdued OTCs
>o-er the ounter stores? aross 8angalore where Reliane Mobile is deli-ered
immediatel$ when one ustomer su#mits the neessar$ douments'
2%
2%
33%
56%
7%
Completely
Dissatisfied
Dissatisfied
Neither
Dissatisfied Nor
Satisfied
Satisfied
Completely
Satisfied
Fig. !-.
0ore than 4(I of the ustomers were satisfied with deli-er$ time* 3I of the
ustomers were dissatisfied and others did not answer'
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INTEREST IN RE&EAT &URC"ASE
As TRA+ is hanging rules and regulations* all teleom pla$ers are ontinuousl$
hanging their tariff plan' "o it is diffiult for the ustomers to deide upon hisE her
teleom in-estment' 0ost of the ustomers ha-e ta)en wait and wath stand and are
waiting for the situation to sta#iliCe'
1%
86%
!nterested
Not !nterested
Fig. !-.,
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CLARITY AND CALL DRO&
Doie is the #asi ser-ie that Reliane +nfoomm has offered to its su#sri#ers' "o
larit$ is one of the most important fator that would affet the satisfation le-el of
the ustomers'
13%
25%
17%
0%
5%
Completely
Dissatisfied
Dissatisfied
Neither
Dissatisfied Nor
Satisfied
Satisfied
Completely
Satisfied
Fig. !-./
Around 23I of the ustomers were satisfied with larit$ and all drops* 2=I were
dissatisfied and the rest did not omment'
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COVERAGE
Customers require mo#ile phone onl$ #eause the$ must #e aessi#le where-er the$
are' @ithout good o-erage Reliane Mobile will not ser-e the #asi purpose of a
mo#ile phone'
11%
18%
25%
2%
%
Completely
Dissatisfied
Dissatisfied
Neither
Dissatisfied
Nor Satisfied
Satisfied
Completely
Satisfied
Fig. !-.#
Anal$sis shows that around 23I of the ustomers were satisfied with o-erage* 1=I
were dissatisfied and the rest did not omment'
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CALL RELATED AND "ANDSET !EATURES
Toda$* there is a wide range of a -ariet$ of handsets to hoose from' Customers an
hoose an appropriate seletion to suit their po)et and features'
3%
3%
27%
57%
10%
Completely
Dissatisfied
Dissatisfied
Neither
Dissatisfied
Nor Satisfied
Satisfied
Completely
Satisfied
Fig. !-.$
B=I of the ustomers were satisfied with the instrument features' Onl$ 4I were not
omforta#le with the features and others had no omplaints'
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RING TONES AND VOLUME LEVEL
E-en though ring tones and -olume le-el are not the )e$ fators that affet ustomers
satisfation* are must #e ta)en to pro-ide pleasant and melodious ring tones'
%
6%
20%
60%
10%
Completely
Dissatisfied
Dissatisfied
Neither
Dissatisfied
Nor Satisfied
Satisfied
Completely
Satisfied
Fig. !-.!"
Onl$ 1=I of the ustomers were dissatisfied and others were more or less satisfied
with the ring tones and -olume le-el'
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"ANDSET
0ost of the C60A 17 handsets omes with lithium ion #atter$ weighs onl$ a#out
14=gms >appro,'? with 14 pol$ orhestral sounds'
5%
10%
2%
3%
9%
Completely
Dissatisfied
Dissatisfied
Neither
Dissatisfied Nor
Satisfied
Satisfied
Completely
Satisfied
Fig. !-.!!
Onl$ 2=I of the ustomers were satisfied with 97 handset as it was heating up
qui)l$'
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CUSTOMER CARE SERVICE
CR0 is the most important ati-it$ in an$ ser-ie industr$' Customers want to larif$
their queries without waiting' Care must #e ta)en to inrease the effiien$ of
handling ustomers queries and redue their waiting time' This is an important soure
of feed#a) for the ompan$'
18%
7%
15%
%
56%
Completely
Dissatisfied
Dissatisfied
Neither Dissatisfied
Nor Satisfied
Satisfied
Completely
Satisfied
Fig. !-.!-
Around (=I of the ustomers were dissatisfied with the ustomer are ser-ie as the$
felt that the waiting time was long' Onl$ 13I of the ustomers were satisfied with the
ser-ie and the rest had not used it'
- Page 23 -
AGE GROU&
Around B=I of the ustomers fall in the age group (3 $ears to 23 $ears'
17%
26%
20%
2%
11%
2%
18 " 25 #ears
25 " 30 #ears
30 " 35 #ears
35 " 5 #ears
5 " 60 #ears
$60 #ears
Fig. !-.!.
- Page 24 -
OCCU&ATION
8usinessmen and "alaried Professional onstitute to B(I of the total population' "elf-
Emplo$ed ustomers are usuall$ the traders and ontrators' The$ onstitute to 1<I
of the population' These three ategories put together onstitute to ;=I of the total
population'
17%
1%
37%
33%
5%
3%%
Self %mployed
&rofessional
'(siness
Salaried
&rofessional
Salaried Non"
professional
St(dent
)o(se *ife +
,etired
Fig. !-.!%
- Page 2B -
- Page 2< -
!INDINGS
? ((I of the ustomers ha-e omplained a#out all drops* eho L larit$'
? (BI of the ustomers ha-e omplained a#out handset heating pro#lem'
? 13I of the ustomers were onfused with the tariff plan of Reliane Mobile'
? 13I of the ustomers ha-e omplained that demo was not gi-en to them properl$
and the$ were not aware of most of the failities that Reliane pro-ides'
? Customers need a fle,i#le sheme to e,hange their e,isting 97 handset'
? Ring Tones 1 and ( ha-e soft and melodious -oie L ustomers need more ring
tones of this )ind' >"imilar to &o)ia handset ring tones?
? Dolume le-el in some of the handsets was -er$ high' This ma$ #e due to high
power that was transmitted from handset to the ell site'
? 0a/orit$ of the ustomers ha-e replied that it has ta)en more than 1= minutes to
spea) to ustomer are e,euti-es' Customers ha-e also omplained that the$ do
not reei-e proper answer from ustomer are e,euti-es and the$ got
ontraditor$ answers eah time the$ all up ustomer are ser-ie'
- Page 2; -
Customers were not happ$ with the wa$ the$ got answers from @e#@orld
e,euti-es' Also ustomers require the assistane to #e a-aila#le in loal language'
? &um#ers starting from BM' and some num#ers of Touhtel were not getting
onneted from Reliane Mobile'
? Emergen$ num#ers and enquir$ num#ers of 8"&9 and pager num#ers were not
aessi#le from Reliane Mobile' 8ut now emergen$ and pager num#ers are
aessi#le'
? Customers ha-e omplained regarding o-erage in the following areas%
Aana)apura*
s)ote* "ar/apur Road* 8anashan)ari 1
rd
stage* &elamangala* Jigani*
Aengeri* Nelahan)a* 8omasandra +ndustrial Estate* Ra/ara/eshwari &agar* +TP9*
Eletroni it$* @hitefield* et
? 13I of the ustomers want roaming L "0" ser-ie as a )e$ ser-ie' The$ were
unaware of T"" ser-ie'
? "ome of the ustomers ha-e not reei-ed the "0" sent from Reliane +nfoomm'
? .or few of the ustomers >1'3I? handsets were getting muted or swithed off
thrie a wee)'
? Customers were onfused with the timer or lo)* whih swithes O& when an$
outgoing all in made'
? Customers ha-e omplained that 97 handset sreens were deliate'
- Page 3= -
? @hen it rained signal strength was wee) for few of the ustomers'
? .or few of the ustomers* signal and larit$ were #ad when the$ tra-elled'
? E-en though 0a/orit$ of the ustomers were happ$ with the all related features*
some felt that it was diffiult to retrie-e the missed alls'
? Customers were unaware of the used minutes for a partiular month' R-world >R-
8illing? and ustomer are representati-es were not a#le to help them regarding
this issue' Also R-#ill does not wor) in reliane we#site'
? 6ata#ase error% A orporate ustomer was registered #$ a different names L
address'
? E-en now some of the dealers E PO" E @e#@orlds use the old #rohures whih
mention 2=Emin as find prie'
? 0ore than 2=I of the E,-7"0 users were using prepaid onnetion and need a
lower end tariff plan'
? "ome ustomers ha-e omplained that Reliane Mobile is a long time
ommitment* whih no longer e,ists'
- Page 31 -
? "ome of the ustomers ha-e omplained that the proedure to #u$ Reliane
Mobile was length$'
? Customers ha-e omplained that Reliane @e# page was not attrati-e and
interati-e'
? "ome of the ustomers were -er$ muh satisfied with the -alue added ser-ies and
ha-e onluded Reliane Mobile as entertainment media'
? "ome of the ustomers required temporar$ suspension failit$* whih other ser-ie
pro-ider5s offer'
- Page 3( -
- Page 31 -
CONCLUSION
On the #asis of the anal$sis made and inferenes drawn* the onlusion is that
ustomers are not ompletel$ satisfied with Reliane +nfoomm5s o-erall ser-ie
le-el' 0ore than B=I of the ustomers are satisfied with Reliane terms* deli-er$
time* 6APO and handset features' 8ut ma/orit$ of the ustomers are dissatisfied with
o-erage* onneti-it$* larit$* ustomer are ser-ie and handset' Also 13I of the
ustomers are onfused with the tariff plan' As Reliane is in ser-ie industr$* it has to
impro-e upon the a#o-e aspets to #eome the mar)et leader'
- Page 32 -
- Page 33 -
RECOMMENDATION
? :andset heating up ma$ #e due to
- :andset design
- :igh Mobile Transmission power
+f this power is )ept at ='( watts that are ideal* then the heating pro#lem ma$ redue
#ut the o-erage will shrin)'
This pro#lem has to #e addressed immediatel$ #eause ustomers are reduing the
all duration time* whih implies that Reliane +nfoomm is loosing re-enue on all
duration'
? Call 6rops ma$ our due to improper >soft? handoff* .ER - frame error rate or
poor o-erage' This was to #e addressed #$ the tehnial team'
? +f a new tower is put up* the neigh#ouring towers should #e properl$ defined in it'
"o the tehnial team has to onstantl$ monitor this with 9uent Tehnolog$ 9td
team mem#ers' Also priorit$ list has to #e gi-en for handoff'
? :andset heating ma$ #e due to the handset design or if the mo#ile transmission
power is high' +f this power is optimised then the heating pro#lem ma$ redue #ut
o-erage ma$ ome down'
? To gi-e hoie of ring tones to ustomers* ring tones in R-@orld should #e
hanged at regular inter-als'
- Page 34 -
? Dolume le-el in the handset ma$ #eome normal if the mo#ile transmission power
is optimised'
? At present it ta)es less than 1 minutes to spea) to ustomer are e,euti-es #ut
ustomers pereption is different' This has to #e hanged with the help of 6AEs*
@e#@orlds and media'
? As 0a/orit$ of the ustomers want ustomer are assistane to #e a-aila#le in loal
language* Reliane +nfoomm must pro-ide the assistane in loal language'
? As ustomers are e,euti-es are not a#le to repl$ to ustomers properl$* the$
need to #e trained properl$' Also if a separate team in ustomer are an handle
networ) related issues* then this will help Reliane +nfoomm to get proper feed
#a) from the ustomers'
? Also the ustomer are e,euti-es must ta)e information li)e R+0 num#er* alled
part$ name* date and time and area from where ustomer has made the all for
those ustomers who omplained a#out onneti-it$'
? 8"&9 has to open all their le-els so that num#ers starting with BM are aessi#le
from Reliane Mobile'
- Page 3B -
? Customers are not a#le to all some speifi Touhtel L 8"&9 num#ers' This ma$
#e #eause some new e,hanges ma$ not ha-e gi-en permission or pro-ision in
their swith to aess to Reliane Mobile'
? Reliane +nfoomm should ha-e tie-up with 8"&9 to aess 8"&9 internal
&um#ers'
? As dealers ha-e false promised a#out o-erage and CO@ >ell on wheels? failit$*
ustomers ha-e omplained a#out o-erage pro#lem outside 8angalore "6CA
>short distane alling area?' The$ ha-e to #e ommuniated properl$ and
informed a#out the atual time it with ta)e to pro-ide ser-ie in 8angalore rural
and other "6CAs'
? Customers ha-e to #e informed through "0" a#out the date on whih their heque
would #e presented to the #an)'
? Customers should #e informed that the timer in their handset is different from the
atual #illing meter* whih is loated at the swith'
? As ustomers are demanding for the tariff plan to #e pu#lished in media* Reliane
+nfoomm has to ad-ertise the tariff plan is media immediatel$' Also the tariff plan
has to #e put in we#site* whih the ustomers an aess' +t osts Rs 1;B<== to
ad-ertise in Times of +ndia for a quarter page ad-ertisement in fifth page' +n
6ean :erald it osts ;;===' Aeeping these osts in mind* Reliane has to
ad-ertise in media* whih will #e important information to the ustomers'
- Page 3< -
? As some of the ustomers ha-e informed that demo was not gi-en to them
properl$ and the$ are not ompletel$ aware of all the features of handset* demo
amp should #e arranged in potential areas* whih will get new prospets or
su#sri#ers for the ompan$'
? &ot man$ are aware of the handset e,hange sheme* whih is offered #$ Reliane
+nfoomm' This has to #e ommuniated to the ustomers'
- Page 3; -
- Page 4= -
LIMITATIONS O! T"E STUDY
The stud$ was arried out under time onstraint of 2( da$s and so the data olleted
was #ased on a small sample siCe of 3== num#ers* whih represents a#out less than
1I of the total su#sri#ers in 8angalore' The e,ternal -alidit$ of this stud$ is limited
to onl$ a#out B= perent' The opinion gi-en #$ the target ustomers ma$ -ar$ with
the passage of time'
At the time of sur-e$ there were roaming* "0"* larit$* o-erage and onneti-it$
issues* whih were to #e addressed' After si, months the results of this sur-e$ will no
longer #e -alid* as these issues will #e addressed'
- Page 41 -
- Page 4( -
LIST O! AREVIATIONS
C60A Code 6i-ision 0ultiple Aess
T60A Time 6i-ision 0ultiple Aess
7"0 7lo#al "$stem for mo#ile Communiation
"6CA "hort 6istane Calling Area
96CA 9ong 6istane Charging Area
"T6 "u#sri#er Trun) 6ialling
+"6 +nternational "u#sri#er 6ialling
+!C +nteronnet !ser Charge
C!7 Closed !ser 7roup
T"" Temporar$ "u#sri#er "er-ie
TRA+ Teleom Regulator$ Authorit$ of +ndia
CO@ Cell On @heels
"0" "hort 0essaging "er-ie
00" 0ultimedia 0essaging "er-ie
6APO 6hiru#hai Am#ani Pioneer Offer
6AE 6hiru#hai Am#ani Entrepreneur
PO" Point of "ale
OTC O-er the Counter
8"&9 8harat "anhar &igam 9imited
08ps 0ega 8$tes Per "eond
0#ps 0ega 8its Per "eond
- Page 41 -
R. Radio .requen$
:C :ertC
0:C 0ega :ertC
17 1
rd
7eneration
- Page 42 -
- Page 43 -
Appendix
Sample Questionnaire
Questionnaire No:
Customer Satisfaction Survey
1. What is your level of satisfaction to the following items?
(1 – Completely issatisfie!" # – issatisfie!" $ – Neither !issatisfie! nor
satisfie!" % – Satisfie!" & – Completely Satisfie!'
()* 1 +++ # +++ $ +++ % +++ &
Connectivity
- Clarity 1 +++ # +++ $ +++ % +++ &
- Call rops 1 +++ # +++ $ +++ % +++ &
- ,nterference 1 +++ # +++ $ +++ % +++ &
- Quality of -oice 1 +++ # +++ $ +++ % +++ &
Coverage
- .uil!ings 1 +++ # +++ $ +++ % +++ &
- City Coverage 1 +++ # +++ $ +++ % +++ &
- .asements 1 +++ # +++ $ +++ % +++ &
)rice 1 +++ # +++ $ +++ % +++ &
/inance 0erms 1 +++ # +++ $ +++ % +++ &
Warranty 0erms 1 +++ # +++ $ +++ % +++ &
,nsurance 0erms 1 +++ # +++ $ +++ % +++ &
1ea! 0ime 2 elivery 0ime 1 +++ # +++ $ +++ % +++ &
ealer Service 1 +++ # +++ $ +++ % +++ &
*0C Service 1 +++ # +++ $ +++ % +++ &
- Page 44 -
We3Worl! Service 1 +++ # +++ $ +++ % +++ &
Customer Care Service 1 +++ # +++ $ +++ % +++ &
Call 4elate! /eatures
- Call 5istory 1 +++ # +++ $ +++ % +++ &
- 6isse! Call 4etrieval 1 +++ # +++ $ +++ % +++ &
- /ast ialing 1 +++ # +++ $ +++ % +++ &
)hone .oo7 1 +++ # +++ $ +++ % +++ &
Soun!
- -olume 1 +++ # +++ $ +++ % +++ &
- 4ing 0one 1 +++ # +++ $ +++ % +++ &
isplay
- /ont Si8e 1 +++ # +++ $ +++ % +++ &
- .ac7 1ight 1 +++ # +++ $ +++ % +++ &
- 1C Contrast 1 +++ # +++ $ +++ % +++ &
- Wallpaper 1 +++ # +++ $ +++ % +++ &
- 6enu Style 1 +++ # +++ $ +++ % +++ &
- Se9uencing 1 +++ # +++ $ +++ % +++ &
Setup 1 +++ # +++ $ +++ % +++ &
Security 1 +++ # +++ $ +++ % +++ &
*rgani8er 1 +++ # +++ $ +++ % +++ &
,nstrument
- .attery 1ife 1 +++ # +++ $ +++ % +++ &
- Charger 1 +++ # +++ $ +++ % +++ &
- (esthetics 1 +++ # +++ $ +++ % +++ &
- 6emory Space 1 +++ # +++ $ +++ % +++ &
- irectory /eatures 1 +++ # +++ $ +++ % +++ &
- :ase to ;se 1 +++ # +++ $ +++ % +++ &
- 5an!set Weight 1 +++ # +++ $ +++ % +++ &
- 5an!set 1 +++ # +++ $ +++ % +++ &
4+Worl!
- 4+6enu 1 +++ # +++ $ +++ % +++ &
- 6ultime!ia 1 +++ # +++ $ +++ % +++ &
- <ames 1 +++ # +++ $ +++ % +++ &
- 4eset 4+6enu 1 +++ # +++ $ +++ % +++ &
- Page 4B -
#. =our overall satisfaction to 4,6 1 +++ # +++ $ +++ % +++ &
$. i! you use any <S6 mo3ile 3efore using 4,6? + =:S > N*
( ,f N* s7ip to Q% '
$a. ,f =:S" which connection(s' !i! you use prior to 4,6?
• (irtel
• Spice
• 5utch
• .SN1
• *thers please specify
$3. What is your level of satisfaction to 4,6 with respect to your previous
connection?
( 1 – Significantly Worse" # – Worse" $ – Neither worse nor 3etter" % –
.etter" & – Significantly 3etter '
1 +++ # +++ $ +++ % +++ &
$c. Which han!set !i! you use prior to 1< C6( mo3ile phone? ()lease
specify the mo!el num3er also'
• No7ia
• 6otorola
• Sony :riccson
• Siemens
• )anasonic
• (lcatel
• Samsung
• 1<
• .)1
• *thers please specify
$!. What is your level of satisfaction to 1< C6( mo3ile phone with
respect to your previous han!set?
( 1 – Significantly Worse" # – Worse" $ – Neither worse nor 3etter" % –
.etter" & – Significantly 3etter '
1 +++ # +++ $ +++ % +++ &
- Page 4< -
%. 0hese are some of the factors that may influence you while you !eci!e to
3uy a mo3ile phone connection. ,n!icate your level of importance for
each item.
( 1 – Not at all important" # – ;nimportant" $ – Neither important nor
unimportant" % – important" & – very important '
,nitial ,nvestment 1 +++ # +++ $ +++ % +++ &
0ariff )lan 1 +++ # +++ $ +++ % +++ &
)rice 1 +++ # +++ $ +++ % +++ &
/inance 1 +++ # +++ $ +++ % +++ &
Connectivity 1 +++ # +++ $ +++ % +++ &
Coverage 1 +++ # +++ $ +++ % +++ &
Quality of -oice 1 +++ # +++ $ +++ % +++ &
4elia3ility 1 +++ # +++ $ +++ % +++ &
4oaming 1 +++ # +++ $ +++ % +++ &
6essaging 1 +++ # +++ $ +++ % +++ &
elivery 0ime 1 +++ # +++ $ +++ % +++ &
(fter Sales Service 1 +++ # +++ $ +++ % +++ &
Customer Care Service 1 +++ # +++ $ +++ % +++ &
.ran! Name 1 +++ # +++ $ +++ % +++ &
ata 0ransfer 4ate 1 +++ # +++ $ +++ % +++ &
-alue (!!e! Services 1 +++ # +++ $ +++ % +++ &
*thers please specify 1 +++ # +++ $ +++ % +++ &
&. )ersonal ,nformation
Name:
(ge in =ears: ?1@ > 1@ – #& > #& – $A > $A – $& > $& – %& > %& – BA >
CBA
SeD: 6ale > /emale
4,6 No.:
6onth in which 4,6 was provi!e!: 6arch > (pril
*ccupation:
- Page 4; -
1. Self+:mploye! + 0ra!esman > others
#. )rofessional – octor > 1awyer > C( > (rchitect > others
$. .usinessman
%. Salarie! )rofessional
&. Salarie! Non )rofessional
B. Stu!ent
E. 5ouse Wife or 4etire!
@. *thers please specify
,ncome <roup (,n!ivi!ual monthly income': ?&"AAA > &"AAA+
1A"AAA > 1A"AAA+#A"AAA > #A"AAA+$A"AAA > $A"AAA+
&A"AAA > C&A"AAA
B. (re you planning to 3uy any more 4,6? + =es > No
,f =es" how many FFFFF an! when FFFFFF..
E. =our valua3le suggestions for 4eliance ,nfocomm 1.
FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF.FFFFF.
FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF.FFFF.F
#FFFFFFFFFFFFFFFFF..FFFFFFFFFFFFFFFFFFF.
FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF..F..
$FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF..FFFF.
FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF....
@. Complaints if anyFFFFFFFFFFFFFFFFFFFFFFFFFFFFF.
FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF
FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF
FFFFFFFFFFFFFFFFFFFFFFFFFFFFF..
Thank you for your co-operation
- Page B= -
- Page B1 -
FREQUENCY TABLES
TAB0E !$.! 1 OVERALL SATISFACTION TO RIM
-.erall Satisfa/tion to ,!0
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 50 949 949
Dissatisfied 62 1243 2241
Neither Dissatisfied Nor
Satisfied 86 17 3941
Satisfied 267 5248 9149
Completely Satisfied 1 841 100
5otal 506 100
TAB0E !$.- 1 EX-GSM USERS
%6"7S0 Users
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
User 310 6143 6143
Non User 196 3847 100
5otal 506 100
TAB0E !$.. 1 EX-GSM CONNECTION
%6"7S0 Conne/tion
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Non User 195 3845 3845
8irtel 216 247 8142
Spi/e 59 1147 9249
)(t/h 18 346 964
'SN9 17 34 9948
-thers 1 042 100
5otal 506 100
TAB0E !$.% 1 Ex-GSM Users Satisfaction to RIM
%6"7S0 Users Satisfa/tion to ,!0
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Non User 195 3845 3845
Completely Dissatisfied 67 1342 5148
Dissatisfied 86 17 6848
- Page B( -
Neither Dissatisfied Nor
Satisfied 103 204 8941
Satisfied 50 949 99
Completely Satisfied 5 1 100
5otal 506 100
TABLE 1!"# Ex-GSM $an%set
: %6"7S0 )andset
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Non Users 195 3845 3845
No;ia 23 642 848
0otorola 23 45 8943
Sony %ri//son 1 248 9241
Siemens 5 1 9341
&anasoni/ 12 24 9545
Sams(n< 21 42 9946
-thers 2 04 100
5otal 506 100
TAB0E !$., 1 EX-GSM USERS SATISFACTION TO LG C&MA $AN&SET
%6"7S0 Users Satisfa/tion to 97 CD08 )andset
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Non User 192 3749 3749
Completely Dissatisfied 32 643 43
Dissatisfied 58 1145 5547
Neither Dissatisfied Nor
Satisfied 123 243 80
Satisfied 86 17 97
Completely Satisfied 15 3 100
5otal 506 100
TAB0E !$./ 1 SATISFACTION TO &A'O
Satisfa/tion to D8&-
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 26 541 541
Dissatisfied 30 549 1141
Neither Dissatisfied Nor
Satisfied 121 2 35
Satisfied 292 5748 9249
Completely Satisfied 37 741 100
5otal 506 100
- Page B1 -
TAB0E !$.# 1 SATISFACTION TO CLARIT(
Satisfa/tion to Clarity
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 67 1343 1343
Dissatisfied 12 246 3748
Neither Dissatisfied Nor
Satisfied 86 17 549
Satisfied 201 3948 947
Completely Satisfied 28 543 100
5otal 506 100
TAB0E !$.$ 1 SATISFA2TION TO 2A00 3ROPS
"atisfation to Call 6rops
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 70 1349 1349
Dissatisfied 13 2645 04
Neither Dissatisfied Nor
Satisfied 86 1648 5742
Satisfied 189 374 947
Completely Satisfied 27 543 100
5otal 506 100
TABLE 1!1) # SATISFACTION TO INTERFERENCE
Satisfa/tion to !nterferen/e
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 70 1347 1347
Dissatisfied 135 2647 04
Neither Dissatisfied Nor
Satisfied 87 1742 5746
Satisfied 187 37 947
Completely Satisfied 27 543 100
5otal 506 100
- Page B2 -
TABLE 1!11 # SATISFACTION TO *UALIT( OF VOICE
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 69 1345 1345
Dissatisfied 117 2342 3646
Neither Dissatisfied Nor
Satisfied 89 1746 543
Satisfied 20 04 947
Completely Satisfied 27 543 100
5otal 506 100
TABLE 1!1+ # SATISFACTION TO BUIL&ING COVERAGE
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 5 1047 1047
Dissatisfied 91 1748 2845
Neither Dissatisfied Nor
Satisfied 126 25 5345
Satisfied 217 3 964
Completely Satisfied 18 346 100
5otal 506 100
TABLE 1!1, # SATISFACTION TO CIT( COVERAGE
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 51 1041 1041
Dissatisfied 93 184 2845
Neither Dissatisfied Nor
Satisfied 127 2541 5347
Satisfied 218 3 9646
Completely Satisfied 17 34 100
5otal 506 100
TABLE 1!1- # SATISFACTION TO BASEMENT COVERAGE
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 55 1049 1049
Dissatisfied 92 1842 2941
Neither Dissatisfied Nor
Satisfied 127 2541 543
Satisfied 213 242 964
Completely Satisfied 19 346 100
5otal 506 100
TABLE 1!1" # SATISFACTION TO RIM TERMS
- Page B3 -
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 11 242 242
Dissatisfied 1 248 5
Neither Dissatisfied Nor
Satisfied 166 3249 3748
Satisfied 280 554 9343
Completely Satisfied 35 647 100
5otal 506 100
TABLE 1!1. # SATISFACTION TO RIM &ELIVER(
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 11 242 242
Dissatisfied 10 2 42
Neither Dissatisfied Nor
Satisfied 169 3345 3746
Satisfied 278 549 9245
Completely Satisfied 38 745 100
5otal 506 100
TABLE 1!1/ # SATISFACTION TO CUSTOMER CARE
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 1 841 841
Dissatisfied 35 649 15
Neither Dissatisfied Nor
Satisfied 28 5642 7143
Satisfied 127 25 9642
Completely Satisfied 19 348 100
5otal 506 100
TABLE 1!10 # SATISFACTION TO CALL RELATE& FEATURES
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 15 3 3
Dissatisfied 15 3 549
- Page B4 -
Neither Dissatisfied Nor
Satisfied 135 2647 3247
Satisfied 289 57 8947
Completely Satisfied 52 1043 100
5otal 506 100
TABLE 1!1 # SATISFACTION TO '$ONE BOO1
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 7 14 14
Dissatisfied 20 543
Neither Dissatisfied Nor
Satisfied 135 2647 3241
Satisfied 295 5842 9043
Completely Satisfied 9 947 100
5otal 506 100
TABLE 1!+) # SATISFACTION TO $AN&SET VOLUME
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 18 346 346
Dissatisfied 29 547 943
Neither Dissatisfied Nor
Satisfied 100 1948 2941
Satisfied 310 614 9045
Completely Satisfied 9 945 100
5otal 506 100
TABLE 1!+1 # SATISFACTION TO RING TONES
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 1 248 248
Dissatisfied 27 543 841
Neither Dissatisfied Nor
Satisfied 101 20 2841
Satisfied 313 62 9041
Completely Satisfied 51 949 100
5otal 506 100
TABLE 1!++ # SATISFACTION TO $AN&SET &IS'LA(
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 7 14 14
Dissatisfied 1 246
Neither Dissatisfied Nor
Satisfied 139 2745 3145
Satisfied 289 5742 8847
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Completely Satisfied 57 1143 100
5otal 506 100
TABLE 1!+, # SATISFACTION TO $AN&SET FEATURES
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 9 148 148
Dissatisfied 1 248 46
Neither Dissatisfied Nor
Satisfied 205 046 541
Satisfied 23 841 9343
Completely Satisfied 35 647 100
5otal 506 100
TABLE 1!+- # SATISFACTION TO BATTER( LIFE
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 18 346 346
Dissatisfied 36 741 1047
Neither Dissatisfied Nor
Satisfied 116 23 3347
Satisfied 29 5842 9149
Completely Satisfied 2 841 100
5otal 506 100
TABLE 1!+" # SATISFACTION TO LG $AN&SET
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 26 541 541
Dissatisfied 9 947 149
Neither Dissatisfied Nor
Satisfied 11 2246 374
Satisfied 272 5349 9143
Completely Satisfied 5 847 100
5otal 506 100
TABLE 1!+. # SATISFACTION TO R-2ORL&
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 19 348 348
Dissatisfied 3 845 1243
Neither Dissatisfied Nor
Satisfied 368 7249 8541
Satisfied 72 143 994
Completely Satisfied 046 100
5otal 506 100
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TABLE 1!+/ # AGE GROU'
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
18 " 25 85 1648 1648
25 " 30 13 2645 343
30 " 35 101 20 6342
35 " 5 123 243 8745
5 " 60 5 1047 9842
$60 9 148 100
5otal 506 100
TABLE 1!+0 # OCCU'ATION
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Self %mployed 8 1646 1646
&rofessional 048 174
'(siness 189 374 547
Salaried &rofessional 169 334 8841
Salaried Non"professional 27 543 9345
St(dent 15 3 964
)o(se *ife + ,etired 18 346 100
5otal 506 100
TABLE 1!+ # INCOME
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
0 17 34 34
= 5000 13 246 549
5000 " 10000 50 949 1548
10000 " 20000 10 2747 346
20000 " 30000 172 341 7746
30000 " 50000 85 1648 945
$ 50000 29 545 100
5otal 506 100
TABLE 1!,) # INTERESTE& TO BU( MORE RIM
- Page B; -
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
!nterested 69 1347 1347
Not !nterested 37 8643 100
5otal 506 100
- Page <= -
BIBLIOGRAPHY
8oo)s Referred
• C6( 4/ :ngineering <ui!elines 3y Samuel C =ang
• 4esearch for 6ar7eting ecision – <reen an! 0ull
• 5an!3oo7 for Writers an! :!itors 3y S Srinivas 4ao
• Stastics 3y
amples 3y 0erry Sincich
• Stastics for 6anagement 3y 1evin an! 4u3in
- Page <1 -
@e#sites
www.rcom.co.in
www.ril.com
www.tatateleservices.com
www.howc!mawor7s.com
www.c!g.org
- Page <( -
doc_801842244.doc
The most important economics of any country depends on its communication skills. Communication is a basic requirement in today’s world. DECADES earlier, first and foremost device of communication was a telephone invented by Alexander Grahambell.
CUSTOMER
SATISFACTION OF
<A PROJECT REPORT>
- Page 1 -
Customer Satisfaction Of
in partial fulfillment o f the requirement for the award of the degree of
MBA in OPERATIONS MANAGEMENT
This PROJECT REPORT reated !nder the guidane of
Mr. Vijay Aggarwal
"u#mitted #$ %
Gaurav Gupta
Course % MBA
"emester % Forth
Roll &o' % !"#!!$!%
Center &ame % &'( )niv* Viv'+ Vihar
Center Code % "!",
- Page ( -
Acknowledgement
Through this a)nowledgment* + e,press m$ sinere gratitude to all those people who
ha-e #een assoiated with this assignment and ha-e helped me with it and made it a
worthwhile e,periene'
.irstl$ + e,tend m$ than)s to the -arious people who ha-e shared their opinions and
e,perienes through whih + reei-ed the required information ruial for m$ report'
.inall$* + e,press m$ than)s to Mr. Vijay Aggarwal who ga-e me this opportunit$
to learn the su#/et in a pratial approah and 0s' "wati Jain who guided me and
ga-e me -alua#le suggestions regarding the pro/et report'
- Page 1 -
Table of Contents
ACKNOWLEDGEMENT
EXECUTIVE SUMMARY
INTRODUCTION
AOUT RELIANCE IN!OCOMM
RELIANCE ROADAND WIRELINE
CDMA TEC"NOLOGY
CDMA VS# GSM
ADVANTAGES AND DISADVANTAGES O! CDMA TEC"NOLOGY
ADVANTAGES$
DISADVANTAGES
O%ECTIVES O! T"E STUDY
"Y&OT"ESIS DEVELO&ED
ALTERNATIVES GENERATED
DATA COLLECTION
DATA SOURCES
DESIGN OF SAMPLE
SAMPLE PROFILE
DESIGN OF DATA COLLECTION FORMS
DATA ANALYSIS
OVERALL SATISFACTION TO RELIANCE MOBILE
EX-GSM USERS
DHIRUBHAI AMBANI PIONEER OFFER DAPO!
RELIANCE MOILE TERMS AND CONDITIONS
DELIVER" TIME AND LEAD TIME
INTEREST IN REPEAT PURCHASE
CLARIT" AND CALL DROP
COVERAGE
CALL RELATED AND HANDSET FEATURES
RING TONES AND VOLUME LEVEL
HANDSET
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CUSTOMER CARE SERVICE
AGE GROUP
OCCUPATION
!INDINGS
CONCLUSION
RECOMMENDATION
LIMITATIONS O! T"E STUDY
LIST O! AREVIATIONS
A&&ENDIX
SAMPLE #UESTIONNAIRE
CUSTOMER SATISFACTION SURVE"
!RE'UENCY TALES
ILIOGRA&"Y
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EXECUTIVE SUMMARY
The most important eonomis of an$ ountr$ depends on its ommuniation s)ills'
Communiation is a #asi requirement in toda$5s world' 6ECA6E" earlier* first and
foremost de-ie of ommuniation was a telephone in-ented #$ Ale,ander
7raham#ell' This telephone was in-ented to wor) with a#les onl$' &ow the
tehnolog$ has so muh impro-ed* so as to ommuniate things faster almost equal to
the speed of a sound wa-e using mehanial monsters )nown as 0O8+9E P:O&E"'
"tarting from 1;<=* when the world5s first ellular networ) was introdued using
analog radio transmission tehnolog$ li)e A0P"> Ad-aned 0o#ile Phone "$stems?*
the 0o#ile tehnolog$ has grown unanimousl$' @hen more su#sri#ers signed up for
ser-ie demanding more air time* A+R @AR" started' To aommodate more traffi in
a limited Radio spetrum* the industr$ de-eloped a new set of digital wireless alled
C60A> Code 6i-ision 0ultiple Aess? and 7"0 > 7lo#al "$stem for 0o#ile?'
Toda$ ommuniation is possi#le without the in-ol-ement of a a#le'
The pae at whih the need for mo#ilit$ is growing seems to ha-e resulted in an
inreased demand for an effiient and effeti-e ommuniation media' Aeeping this
opportunit$ in mind Reliane +nfoomm has entered into teleom industr$ and has
launhed Reliane Mobile all o-er +ndia'
!nderstanding the ustomers needs and wants and moulding the produt to math the
onsumer pereption is one of the #asi thing that is required for the suess of an$
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produt' +n this onte,t* Reliane +nfoomm wants to )now more a#out #usiness
operations of Reliane +nfoomm on how the$ met ustomer requirements and
satisfation le-els'
The result of this stud$ will #e instrumental to Reliane +nfoomm to he) their
8usiness operations on how the$ aptured the mar)et and sustained ompetition* the
pro#lems that the$ are faing and to ma)e the neessar$ hanges of required'
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INTRODUCTION
Toda$ teleom setor has man$ pla$ers due to the li#eraliCed go-ernment poliies' As
the initial in-estment required are high* entr$ and e,it #arriers are also high' There are
man$ ser-ie pro-iders li)e Reliane +nfoomm* 8harti* 8"&9* Dodafone* +dea*
0T"* Tata 6OCO0O* Tata +ndiom'* et' The total num#er of R+0 ustomers as on
June 1=* (==B was more than thirt$ la)hs' This is a great ahie-ement for Reliane
and it is due to the ser-ies offered #$ the ompan$' +n a -er$ short span on time*
Reliane has grown aross the length and #readth of +ndia and aptured a -er$ good
position in toda$5s mar)et'
SITUATION ANALYSIS
.rom Jul$ =1* (==B the +ndian teleom setor has shifted to the new interonnet user
harge >+!C? regime' All the pla$ers ha-e made inoming alls* on an$ ser-ie free
from the $ear (==2' +n addition* it appears that #oth loal and "T6 >from an$
networ)? has ome down dramatiall$' At the same time* the new regime has fored
the aller to pa$ an additional interonnetion and termination harge' Roughl$
translated* this means that a aller would ha-e to pa$ e,tra for onneting to other
networ)' :ene hisEher #ills would go up'
Aording to the industr$* the general puCClement was #ound to happen as the
go-ernment and Teleom Regulator$ Authorit$ of +ndia >TRA+? too) too muh time
to ta)e a deision and then announed things in haste'
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AOUT RELIANCE IN!OCOMM
Reliane +nfoomm is a mem#er of Anil 6hiru#hai Am#ani group* +ndiaFs largest
#usiness enterprise and amongst the top 3== enterprises in the world'
Reliane +nfoomm will offer a omplete range of teleom ser-ies* o-ering mo#ile
and fi,ed line telephon$ inluding #road#and* national and international long distane
ser-ies* data ser-ies and a wide range of -alue added ser-ies and appliations that
will enhane produti-it$ of enterprises and indi-iduals'
Reliane Mobile* the first of +nfoommFs initiati-es was launhed on 6eem#er (<*
(==(* the B=th #irthda$ of the Reliane group founder* "hri'
6hiru#hai :' Am#ani'
This mar)s the #eginning of RelianeFs dream of ushering in a digital re-olution in
+ndia #$ #eoming a ma/or atal$st in impro-ing qualit$ of life and hanging the fae
of +ndia' +t aims to ahie-e this #$ putting the power of information and
ommuniation in the hands of the people of +ndia at afforda#le osts'
Reliane +nfoomm will e,tend its efforts #e$ond the traditional -alue hain to
de-elop and deplo$ teleom solutions for +ndiaFs farmers* #usinesses* hospitals*
go-ernment and pu#li setor organiCations
- Page 1( -
- Page 11 -
RELIANCE ROADAND WIRELINE
The term #road#and generall$ refers to aess speeds of 1'3 0#ps and higher' As
ontent on the internet and intranet #eomes multimedia* #road#and tehnologies are
important for aessing the ontent and to pro-ide -ideo #ased orporate ser-ies'
Reliane +nfoomm has e,tended fi#er in its aess networ)' This gi-es the networ) a
apait$ to ha-e -er$ high aess speeds' Reliane has deplo$ed #road#and #ased on
giga#it ethernet' This will ena#le Reliane to pro-ision #road#and ser-ies of high
qualit$ and performane'
Teleommuniation networ)s are the infrastruture for pro-isioning +nfoomm
ser-ies' All #usinesses toda$ are dependent on teleom to ontinue their da$-to-
da$ operations' The range and qualit$ of ser-ies that an #e pro-isioned is
determined #$ the qualit$ of the networ) deplo$ed'
The Reliane +nfoomm networ) onsists of 4=*=== )ilometers of optial fi#re a#les
spanning the length and #readth of +ndia' These a#les an arr$ thousands of #illions
of #its per seond and an instantl$ onnet one part of the ountr$ with another' This
ph$sial networ) and its assoiated infrastruture will o-er o-er 4== ities and towns
in 1< of the ountr$Fs (1 irles* ((; of the nation5s 1(1 9ong 6istane Charging
Areas >96CAs? and #road#and onneti-it$ to o-er 1;= ities' This infrastruture will
#e #a)ed #$ state-of-the-art information management s$stems and a
ustomer-foused organiCation'
RelianeFs ring and mesh arhiteture topolog$ is the most e,pensi-e omponent to
implement* #ut assures the highest qualit$ of uninterrupted ser-ie* e-en in the e-ent
- Page 12 -
of failure or #rea)age in an$ segment of the networ)' Reliane has BB suh rings
aross the ountr$ with at least three alternati-e paths a-aila#le in metros' Conneted
on this topolog$* the ser-ie has -irtuall$ no hane of disruption in qualit$
performane'
RelianeFs o#/eti-e is to reate -alue for our ustomers' Reliane will inno-ate
easelessl$ so that state-of-the-art tehnolog$ an #e le-eraged to reate produts and
ser-ies that are afforda#le'
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CDMA TEC"NOLOGY
+t was first de-eloped in the $ear 1;;1 #$ Gualomm ompan$ for !" militar$' The
first C60A networ)s were ommeriall$ launhed in 1;;3 and pro-ided more than
1= times apait$ o-er 7"0 networ)s' "ine then C60A has #eome fastest growing
of all wireless tehnologies with o-er 14 million su#sri#ers worldwide' +n this
tehnolog$ analog speeh is on-erted onto digital information* whih is then
transmitted as a radio signal o-er a wireless networ)' !sing a unique ode* whih
distinguishes eah user C60A* ena#les man$ users to share the networ) at the same
time' E-er$ user is reognised with a ode of order ( whih is stored in the handset'
Aess networ)s determine the ser-ies that an finall$ #e deli-ered to ustomer'
Reliane networ) has wireline aess tehnologies #ased on fi#re as well as opper'
.i#re in the aess networ) ma)es #road#and ser-ies eas$ to deplo$' The wireless
aess networ) deplo$ed for C60A 1H is spetrum effiient and pro-ides #etter
qualit$ of -oie than other networ)s and higher data rates' C60A 1H also pro-ides
an upgradation path to future enhanements'
The C60A 1, RTT networ) is deplo$ed in 3BB "6CAs omprising of o-er 4== ities
and towns aross +ndia* o-ering more than 43I of the ur#an population'
This wireless networ) will allow Reliane +nfoomm to offer utting-edge ne,t
generation appliations >e'g' data speeds upto 122 )#ps? and ser-ies' The wireless
networ) has #een arhiteted )eeping in mind future ser-ie and apait$ upgrade
requirements'
- Page 1B -
"ome of the )e$ points to note a#out the networ)Fs future proofing are -
• C60A is the perfet R. tehnolog$ for on-ergene* due to the as$nhronous
nature of the media aess tehnique' This ma)es it a natural fit for pa)et-
#ased aess and traffi'
• C60A 1H RTT an pro-ide data speeds of upto 122 )#ps* whih meet the
speifiations for ne,t generation -ehiular traffi' +ts #andwidth apait$
therefore far outstrips that of ompeting s$stems* and is li)el$ to suffie for
man$ $ears to ome'
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CDMA ()# GSM
C60A requires fewer ell sites than the 7"0 and T60A >Time 6i-ision 0ultiple
Aess? digital mo#ile phone s$stems* and pro-ides up to three to fi-e times their
alling apait$ due to higher spetral effiien$' Compared to an analog ell phone
s$stem >A0P"?* C60A pro-ides (= times the apait$' !nli)e other digital s$stems
that use T60A* whih di-ides the spetrum into different time slots* C60AFs spread
spetrum tehnique o-erlaps e-er$ transmission on the same arrier frequen$ #$
assigning a unique ode to eah on-ersation'
After the -oie on-erts to digital signals* C60A spreads the data stream o-er the
full 1'(30:C #andwidth of the C60A hannel* oding eah stream separatel$ so it
an #e deoded at the reei-ing end' The rate of the spreading signal is )nown as the
Jhip rateJ* as eah #it in the spreading signal is alled a JhipJ' All -oie
on-ersations use the full #andwidth at the same time' One #it from eah on-ersation
is multiplied into 1(< oded #its #$ the spreading tehniques'
Compared to 7"0* the C60A tehnolog$ deli-ers #etter spetral effiien$* #etter
-oie qualit$* lower dropped alls* and #etter power management - leading to
enhaned #atter$ life and longer tal) time'
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ADVANTAGES AND DISADVANTAGES O! CDMA
TEC"NOLOGY
ADVANTAGES:
1' "im ard is not required'
(' "uperior -oie larit$'
1' +t supports more num#er of users at the same time'
2' "oft hand-off is possi#le'
3' Cheaper in terms of apital e,penditure'
4' +t is seure'
B' 9ow radiation as transmission happens onl$ when the on-ersation starts'
DISADVANTAGES
1' A-erage power onsumption is more #eause of higher hannel'
(' Channel width is muh more ompared to 7"0 #eause of multipliation of
the ode'
1' @hen two users are using the mo#ile at the same time one near to the #ase
station and the other farther then the frequen$ of the near user will #e lear
and loud* whereas the one awa$ will ha-e pro#lems'
2' 8atter$ life is less ompared to 7"0 networ)'
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O%ECTIVES O! T"E STUDY
The o#/eti-es of the stud$ is to pro-ide how Reliane +nfoomm aptured the
mar)et or in simple terms 8usiness Operations of Reliane +nfoomm with respet to
the following
? 6hiru#hai Am#ani Pioneer Offer
? "er-ie K Conneti-it$* Co-erage and Gualit$ of -oie and 6ata
? 9ead Time and 6eli-er$ Time
? Prie and +nitial +n-estment
? 6ealer* OTC* @e#@orld and Customer Care "er-ie
? @arrant$* +nsurane and .inane Terms
? :andset and its features
? R-@orld and other -alue added ser-ies
? "atisfation le-el of e,-7"0 users to Reliane Mobile with respet to their
pre-ious onnetion
The sur-e$ not onl$ anal$sed the satisfation le-els among the present ustomers* #ut
also generated a lot of interested and prospeti-e ustomers for Reliane +nfoomm'
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"Y&OT"ESIS DEVELO&ED
8ased on the information olleted from the we#sites* teleom /ournals and pilot
sur-e$ the following h$pothesis was de-eloped'
• Customers who thin) initial in-estment or ost is the )e$ riteria to #u$ a
mo#ile phone ma$ #e satisfied with Reliane Mobile
• Customers who loo) for -alue added ser-ies or internet onnetion from a
mo#ile phone ma$ #e satisfied with Reliane Mobile
• Customers who require "0" and roaming failit$ as )e$ ser-ie ma$ not be
satisfied with Reliane Mobile
• Customers >E,-7"0 users? for whom o-erage is the )e$ riteria to selet a
mo#ile phone ma$ not be satisfied with Reliane Mobile
• Customers who are tehnolog$ sa--$ and )now the ad-antages of C60A
tehnolog$ o-er T60A or 7"0 tehnolog$ will #e satisfied with Reliane
Mobile
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ALTERNATIVES GENERATED
? +f Customers satisfation le-el is more than ;=I then it is onluded as
ustomers are satisfied or a desira#le response is o#tained
? +f Customers satisfation le-el is #etween 3=I L ;=I then it is onluded as
ustomers are dissatisfied or ser-ie le-el has to #e impro-ed
? +f Customers satisfation le-el is less than 3=I then it is onluded as poor
ser-ie
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DATA COLLECTION
Data So$%&es
The information olleted for the e,plorator$ stud$ of this researh was from the
seondar$ data soure K data#ase regarding the ustomers profile from 7andhi
8aaCar and 8an) Colon$ OTC' Also some of the information needed for the stud$
was also olleted from @e#@orlds* we#sites and teleom /ournals' Primar$ data
were olleted #oth #$ inter-iewing ustomers through telephone and #$ person'
Des'(n of Sa)*le
.or the sur-e$ inde,ed sequential sampling tehnique was used and e-er$ (=
th
ustomer was pi)ed from the data#ase of OTC for inter-iew'
Sa)*le P%o+le
6uring the proess of data olletion* 3=4 respondents were inter-iewed with the help
of a questionnaire' 1BI of respondents were #usinessmen* 1I were professionals*
1BI were self emplo$ed* 11I were salaried professional* 3I were salaried non-
professional* 1I were students and 2I were house wi-es and retired people'
Des'(n of ,ata &olle&t'on fo%)s
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The data olletion was arried out with the help of a questionnaire and designed to
ollet information regarding the satisfation le-el of ustomers to the following%
• 6APO
• Reliane Terms and Conditions
• Conneti-it$
• Co-erage
• Clarit$
• "er-ie 9e-el
• Call Related .eatures
• :andset .eatures
• Dalue Added "er-ies
• E,-7"0 users omparison
Their interest to Reliane Mobile in future was also aptured'
The questionnaire was designed using dihotomous questions* strutured and
unstrutured questions' The satisfation le-els of ustomers were indiated on a fi-e-
point sale where 1- for ompletel$ dissatisfied and 3- for ompletel$ satisfied'
Ps$hographi and demographi information were also aptured to help the
researher to anal$se the data'
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DATA ANALYSIS
O-e%all Sat'sfa&t'on to Rel'an&e Mobile
The o-erall satisfation to Reliane Mobile gi-es a lear piture to Reliane
+nfoomm a#out their ser-ie le-el' To ma)e the anal$sis eas$ ompletel$ satisfied
and satisfied are om#ined together and ompletel$ dissatisfied and dissatisfied are
om#ined together'
10%
12%
17%
53%
8%
Completely
Dissatisfied
Dissatisfied
Neither
Dissatisfied Nor
Satisfied
Satisfied
Completely
Satisfied
s
Fig. !-.!
The sur-e$ has re-ealed that a#out 4=I of the ustomers were satisfied with Reliane
Mobile* ((I were dissatisfied and 1BI were neither satisfied nor dissatisfied'
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EX*GSM USERS
To )now whether the ustomer was first time user or not* the sur-e$ has aptured this
information from the ustomer' The sur-e$ has also aptured hisEher pre-ious
onnetion and the handset heEshe used'
61%
39%
User
Non User
Fig. !-.-
The anal$sis shows that 41'1I of the ustomers used 7"0 mo#ile phones #efore
using Reliane Mobile'
Reliane +nfoomm has #undled #oth onnetion >ser-ie? and instrument >handset?
together and has mar)eted the produt' "o it is important for them to )now E,-7"0
users pre-ious onnetion and handset and satisfation to Reliane Mobile with
respet to the orresponding one'
The anal$sis shows that
? B=I of E,-7"0 users used AirTel onnetion
? (=I of E,-7"0 users used "pie onnetion
? B3I of E,-7"0 users used &o)ia handsets
? <I of E,-7"0 users used 0otorola handsets
? <I of E,-7"0 users used "amsung handsets
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? 1<I of E,-7"0 users were satisfied with Reliane Mobile when ompared to
their pre-ious onnetion* 3=I were dissatisfied and the rest found no hange
? 1=I of E,-7"0 users were satisfied with Reliane Mobile when ompared to
their pre-ious handset* 1=I were dissatisfied and the rest found no hange
- Page 13 -
D"IRU"AI AMANI &IONEER O!!ER +DA&O,
Prie is one of the #asi determinants in the #u$ing deision of a ustomer'
5%
6%
2%
58%
7%
Completely
Dissatisfied
Dissatisfied
Neither
Dissatisfied
Nor Satisfied
Satisfied
Completely
Satisfied
Fig. !-..
The anal$sis shows that 3<I of the ustomers were satisfied with 6APO* 11I were
dissatisfied and the rest were onfused'
- Page 14 -
RELIANCE MOILE TERMS AND CONDITIONS
As the post dated heques and three $ears lo)ing no longer e,ists* most of the
ustomers are satisfied with warrant$ and insurane terms'
2%
3%
33%
55%
7%
Completely
Dissatisfied
Dissatisfied
Neither
Dissatisfied Nor
Satisfied
Satisfied
Completely
Satisfied
Fig. !-.%
0ore than 4(I of the ustomers were satisfied with Reliane terms* 3I of the
ustomers were dissatisfied and others were unaware of the e,at terms and una#le to
answer'
- Page 1B -
DELIVERY TIME AND LEAD TIME
To redue lead-time and deli-er$ time* Reliane +nfoomm has introdued OTCs
>o-er the ounter stores? aross 8angalore where Reliane Mobile is deli-ered
immediatel$ when one ustomer su#mits the neessar$ douments'
2%
2%
33%
56%
7%
Completely
Dissatisfied
Dissatisfied
Neither
Dissatisfied Nor
Satisfied
Satisfied
Completely
Satisfied
Fig. !-.
0ore than 4(I of the ustomers were satisfied with deli-er$ time* 3I of the
ustomers were dissatisfied and others did not answer'
- Page 1< -
INTEREST IN RE&EAT &URC"ASE
As TRA+ is hanging rules and regulations* all teleom pla$ers are ontinuousl$
hanging their tariff plan' "o it is diffiult for the ustomers to deide upon hisE her
teleom in-estment' 0ost of the ustomers ha-e ta)en wait and wath stand and are
waiting for the situation to sta#iliCe'
1%
86%
!nterested
Not !nterested
Fig. !-.,
- Page 1; -
CLARITY AND CALL DRO&
Doie is the #asi ser-ie that Reliane +nfoomm has offered to its su#sri#ers' "o
larit$ is one of the most important fator that would affet the satisfation le-el of
the ustomers'
13%
25%
17%
0%
5%
Completely
Dissatisfied
Dissatisfied
Neither
Dissatisfied Nor
Satisfied
Satisfied
Completely
Satisfied
Fig. !-./
Around 23I of the ustomers were satisfied with larit$ and all drops* 2=I were
dissatisfied and the rest did not omment'
- Page 2= -
COVERAGE
Customers require mo#ile phone onl$ #eause the$ must #e aessi#le where-er the$
are' @ithout good o-erage Reliane Mobile will not ser-e the #asi purpose of a
mo#ile phone'
11%
18%
25%
2%
%
Completely
Dissatisfied
Dissatisfied
Neither
Dissatisfied
Nor Satisfied
Satisfied
Completely
Satisfied
Fig. !-.#
Anal$sis shows that around 23I of the ustomers were satisfied with o-erage* 1=I
were dissatisfied and the rest did not omment'
- Page 21 -
CALL RELATED AND "ANDSET !EATURES
Toda$* there is a wide range of a -ariet$ of handsets to hoose from' Customers an
hoose an appropriate seletion to suit their po)et and features'
3%
3%
27%
57%
10%
Completely
Dissatisfied
Dissatisfied
Neither
Dissatisfied
Nor Satisfied
Satisfied
Completely
Satisfied
Fig. !-.$
B=I of the ustomers were satisfied with the instrument features' Onl$ 4I were not
omforta#le with the features and others had no omplaints'
- Page 2( -
RING TONES AND VOLUME LEVEL
E-en though ring tones and -olume le-el are not the )e$ fators that affet ustomers
satisfation* are must #e ta)en to pro-ide pleasant and melodious ring tones'
%
6%
20%
60%
10%
Completely
Dissatisfied
Dissatisfied
Neither
Dissatisfied
Nor Satisfied
Satisfied
Completely
Satisfied
Fig. !-.!"
Onl$ 1=I of the ustomers were dissatisfied and others were more or less satisfied
with the ring tones and -olume le-el'
- Page 21 -
"ANDSET
0ost of the C60A 17 handsets omes with lithium ion #atter$ weighs onl$ a#out
14=gms >appro,'? with 14 pol$ orhestral sounds'
5%
10%
2%
3%
9%
Completely
Dissatisfied
Dissatisfied
Neither
Dissatisfied Nor
Satisfied
Satisfied
Completely
Satisfied
Fig. !-.!!
Onl$ 2=I of the ustomers were satisfied with 97 handset as it was heating up
qui)l$'
- Page 22 -
CUSTOMER CARE SERVICE
CR0 is the most important ati-it$ in an$ ser-ie industr$' Customers want to larif$
their queries without waiting' Care must #e ta)en to inrease the effiien$ of
handling ustomers queries and redue their waiting time' This is an important soure
of feed#a) for the ompan$'
18%
7%
15%
%
56%
Completely
Dissatisfied
Dissatisfied
Neither Dissatisfied
Nor Satisfied
Satisfied
Completely
Satisfied
Fig. !-.!-
Around (=I of the ustomers were dissatisfied with the ustomer are ser-ie as the$
felt that the waiting time was long' Onl$ 13I of the ustomers were satisfied with the
ser-ie and the rest had not used it'
- Page 23 -
AGE GROU&
Around B=I of the ustomers fall in the age group (3 $ears to 23 $ears'
17%
26%
20%
2%
11%
2%
18 " 25 #ears
25 " 30 #ears
30 " 35 #ears
35 " 5 #ears
5 " 60 #ears
$60 #ears
Fig. !-.!.
- Page 24 -
OCCU&ATION
8usinessmen and "alaried Professional onstitute to B(I of the total population' "elf-
Emplo$ed ustomers are usuall$ the traders and ontrators' The$ onstitute to 1<I
of the population' These three ategories put together onstitute to ;=I of the total
population'
17%
1%
37%
33%
5%
3%%
Self %mployed
&rofessional
'(siness
Salaried
&rofessional
Salaried Non"
professional
St(dent
)o(se *ife +
,etired
Fig. !-.!%
- Page 2B -
- Page 2< -
!INDINGS
? ((I of the ustomers ha-e omplained a#out all drops* eho L larit$'
? (BI of the ustomers ha-e omplained a#out handset heating pro#lem'
? 13I of the ustomers were onfused with the tariff plan of Reliane Mobile'
? 13I of the ustomers ha-e omplained that demo was not gi-en to them properl$
and the$ were not aware of most of the failities that Reliane pro-ides'
? Customers need a fle,i#le sheme to e,hange their e,isting 97 handset'
? Ring Tones 1 and ( ha-e soft and melodious -oie L ustomers need more ring
tones of this )ind' >"imilar to &o)ia handset ring tones?
? Dolume le-el in some of the handsets was -er$ high' This ma$ #e due to high
power that was transmitted from handset to the ell site'
? 0a/orit$ of the ustomers ha-e replied that it has ta)en more than 1= minutes to
spea) to ustomer are e,euti-es' Customers ha-e also omplained that the$ do
not reei-e proper answer from ustomer are e,euti-es and the$ got
ontraditor$ answers eah time the$ all up ustomer are ser-ie'
- Page 2; -
Customers were not happ$ with the wa$ the$ got answers from @e#@orld
e,euti-es' Also ustomers require the assistane to #e a-aila#le in loal language'
? &um#ers starting from BM' and some num#ers of Touhtel were not getting
onneted from Reliane Mobile'
? Emergen$ num#ers and enquir$ num#ers of 8"&9 and pager num#ers were not
aessi#le from Reliane Mobile' 8ut now emergen$ and pager num#ers are
aessi#le'
? Customers ha-e omplained regarding o-erage in the following areas%
Aana)apura*
s)ote* "ar/apur Road* 8anashan)ari 1rd
stage* &elamangala* Jigani*
Aengeri* Nelahan)a* 8omasandra +ndustrial Estate* Ra/ara/eshwari &agar* +TP9*
Eletroni it$* @hitefield* et
? 13I of the ustomers want roaming L "0" ser-ie as a )e$ ser-ie' The$ were
unaware of T"" ser-ie'
? "ome of the ustomers ha-e not reei-ed the "0" sent from Reliane +nfoomm'
? .or few of the ustomers >1'3I? handsets were getting muted or swithed off
thrie a wee)'
? Customers were onfused with the timer or lo)* whih swithes O& when an$
outgoing all in made'
? Customers ha-e omplained that 97 handset sreens were deliate'
- Page 3= -
? @hen it rained signal strength was wee) for few of the ustomers'
? .or few of the ustomers* signal and larit$ were #ad when the$ tra-elled'
? E-en though 0a/orit$ of the ustomers were happ$ with the all related features*
some felt that it was diffiult to retrie-e the missed alls'
? Customers were unaware of the used minutes for a partiular month' R-world >R-
8illing? and ustomer are representati-es were not a#le to help them regarding
this issue' Also R-#ill does not wor) in reliane we#site'
? 6ata#ase error% A orporate ustomer was registered #$ a different names L
address'
? E-en now some of the dealers E PO" E @e#@orlds use the old #rohures whih
mention 2=Emin as find prie'
? 0ore than 2=I of the E,-7"0 users were using prepaid onnetion and need a
lower end tariff plan'
? "ome ustomers ha-e omplained that Reliane Mobile is a long time
ommitment* whih no longer e,ists'
- Page 31 -
? "ome of the ustomers ha-e omplained that the proedure to #u$ Reliane
Mobile was length$'
? Customers ha-e omplained that Reliane @e# page was not attrati-e and
interati-e'
? "ome of the ustomers were -er$ muh satisfied with the -alue added ser-ies and
ha-e onluded Reliane Mobile as entertainment media'
? "ome of the ustomers required temporar$ suspension failit$* whih other ser-ie
pro-ider5s offer'
- Page 3( -
- Page 31 -
CONCLUSION
On the #asis of the anal$sis made and inferenes drawn* the onlusion is that
ustomers are not ompletel$ satisfied with Reliane +nfoomm5s o-erall ser-ie
le-el' 0ore than B=I of the ustomers are satisfied with Reliane terms* deli-er$
time* 6APO and handset features' 8ut ma/orit$ of the ustomers are dissatisfied with
o-erage* onneti-it$* larit$* ustomer are ser-ie and handset' Also 13I of the
ustomers are onfused with the tariff plan' As Reliane is in ser-ie industr$* it has to
impro-e upon the a#o-e aspets to #eome the mar)et leader'
- Page 32 -
- Page 33 -
RECOMMENDATION
? :andset heating up ma$ #e due to
- :andset design
- :igh Mobile Transmission power
+f this power is )ept at ='( watts that are ideal* then the heating pro#lem ma$ redue
#ut the o-erage will shrin)'
This pro#lem has to #e addressed immediatel$ #eause ustomers are reduing the
all duration time* whih implies that Reliane +nfoomm is loosing re-enue on all
duration'
? Call 6rops ma$ our due to improper >soft? handoff* .ER - frame error rate or
poor o-erage' This was to #e addressed #$ the tehnial team'
? +f a new tower is put up* the neigh#ouring towers should #e properl$ defined in it'
"o the tehnial team has to onstantl$ monitor this with 9uent Tehnolog$ 9td
team mem#ers' Also priorit$ list has to #e gi-en for handoff'
? :andset heating ma$ #e due to the handset design or if the mo#ile transmission
power is high' +f this power is optimised then the heating pro#lem ma$ redue #ut
o-erage ma$ ome down'
? To gi-e hoie of ring tones to ustomers* ring tones in R-@orld should #e
hanged at regular inter-als'
- Page 34 -
? Dolume le-el in the handset ma$ #eome normal if the mo#ile transmission power
is optimised'
? At present it ta)es less than 1 minutes to spea) to ustomer are e,euti-es #ut
ustomers pereption is different' This has to #e hanged with the help of 6AEs*
@e#@orlds and media'
? As 0a/orit$ of the ustomers want ustomer are assistane to #e a-aila#le in loal
language* Reliane +nfoomm must pro-ide the assistane in loal language'
? As ustomers are e,euti-es are not a#le to repl$ to ustomers properl$* the$
need to #e trained properl$' Also if a separate team in ustomer are an handle
networ) related issues* then this will help Reliane +nfoomm to get proper feed
#a) from the ustomers'
? Also the ustomer are e,euti-es must ta)e information li)e R+0 num#er* alled
part$ name* date and time and area from where ustomer has made the all for
those ustomers who omplained a#out onneti-it$'
? 8"&9 has to open all their le-els so that num#ers starting with BM are aessi#le
from Reliane Mobile'
- Page 3B -
? Customers are not a#le to all some speifi Touhtel L 8"&9 num#ers' This ma$
#e #eause some new e,hanges ma$ not ha-e gi-en permission or pro-ision in
their swith to aess to Reliane Mobile'
? Reliane +nfoomm should ha-e tie-up with 8"&9 to aess 8"&9 internal
&um#ers'
? As dealers ha-e false promised a#out o-erage and CO@ >ell on wheels? failit$*
ustomers ha-e omplained a#out o-erage pro#lem outside 8angalore "6CA
>short distane alling area?' The$ ha-e to #e ommuniated properl$ and
informed a#out the atual time it with ta)e to pro-ide ser-ie in 8angalore rural
and other "6CAs'
? Customers ha-e to #e informed through "0" a#out the date on whih their heque
would #e presented to the #an)'
? Customers should #e informed that the timer in their handset is different from the
atual #illing meter* whih is loated at the swith'
? As ustomers are demanding for the tariff plan to #e pu#lished in media* Reliane
+nfoomm has to ad-ertise the tariff plan is media immediatel$' Also the tariff plan
has to #e put in we#site* whih the ustomers an aess' +t osts Rs 1;B<== to
ad-ertise in Times of +ndia for a quarter page ad-ertisement in fifth page' +n
6ean :erald it osts ;;===' Aeeping these osts in mind* Reliane has to
ad-ertise in media* whih will #e important information to the ustomers'
- Page 3< -
? As some of the ustomers ha-e informed that demo was not gi-en to them
properl$ and the$ are not ompletel$ aware of all the features of handset* demo
amp should #e arranged in potential areas* whih will get new prospets or
su#sri#ers for the ompan$'
? &ot man$ are aware of the handset e,hange sheme* whih is offered #$ Reliane
+nfoomm' This has to #e ommuniated to the ustomers'
- Page 3; -
- Page 4= -
LIMITATIONS O! T"E STUDY
The stud$ was arried out under time onstraint of 2( da$s and so the data olleted
was #ased on a small sample siCe of 3== num#ers* whih represents a#out less than
1I of the total su#sri#ers in 8angalore' The e,ternal -alidit$ of this stud$ is limited
to onl$ a#out B= perent' The opinion gi-en #$ the target ustomers ma$ -ar$ with
the passage of time'
At the time of sur-e$ there were roaming* "0"* larit$* o-erage and onneti-it$
issues* whih were to #e addressed' After si, months the results of this sur-e$ will no
longer #e -alid* as these issues will #e addressed'
- Page 41 -
- Page 4( -
LIST O! AREVIATIONS
C60A Code 6i-ision 0ultiple Aess
T60A Time 6i-ision 0ultiple Aess
7"0 7lo#al "$stem for mo#ile Communiation
"6CA "hort 6istane Calling Area
96CA 9ong 6istane Charging Area
"T6 "u#sri#er Trun) 6ialling
+"6 +nternational "u#sri#er 6ialling
+!C +nteronnet !ser Charge
C!7 Closed !ser 7roup
T"" Temporar$ "u#sri#er "er-ie
TRA+ Teleom Regulator$ Authorit$ of +ndia
CO@ Cell On @heels
"0" "hort 0essaging "er-ie
00" 0ultimedia 0essaging "er-ie
6APO 6hiru#hai Am#ani Pioneer Offer
6AE 6hiru#hai Am#ani Entrepreneur
PO" Point of "ale
OTC O-er the Counter
8"&9 8harat "anhar &igam 9imited
08ps 0ega 8$tes Per "eond
0#ps 0ega 8its Per "eond
- Page 41 -
R. Radio .requen$
:C :ertC
0:C 0ega :ertC
17 1
rd
7eneration
- Page 42 -
- Page 43 -
Appendix
Sample Questionnaire
Questionnaire No:
Customer Satisfaction Survey
1. What is your level of satisfaction to the following items?
(1 – Completely issatisfie!" # – issatisfie!" $ – Neither !issatisfie! nor
satisfie!" % – Satisfie!" & – Completely Satisfie!'
()* 1 +++ # +++ $ +++ % +++ &
Connectivity
- Clarity 1 +++ # +++ $ +++ % +++ &
- Call rops 1 +++ # +++ $ +++ % +++ &
- ,nterference 1 +++ # +++ $ +++ % +++ &
- Quality of -oice 1 +++ # +++ $ +++ % +++ &
Coverage
- .uil!ings 1 +++ # +++ $ +++ % +++ &
- City Coverage 1 +++ # +++ $ +++ % +++ &
- .asements 1 +++ # +++ $ +++ % +++ &
)rice 1 +++ # +++ $ +++ % +++ &
/inance 0erms 1 +++ # +++ $ +++ % +++ &
Warranty 0erms 1 +++ # +++ $ +++ % +++ &
,nsurance 0erms 1 +++ # +++ $ +++ % +++ &
1ea! 0ime 2 elivery 0ime 1 +++ # +++ $ +++ % +++ &
ealer Service 1 +++ # +++ $ +++ % +++ &
*0C Service 1 +++ # +++ $ +++ % +++ &
- Page 44 -
We3Worl! Service 1 +++ # +++ $ +++ % +++ &
Customer Care Service 1 +++ # +++ $ +++ % +++ &
Call 4elate! /eatures
- Call 5istory 1 +++ # +++ $ +++ % +++ &
- 6isse! Call 4etrieval 1 +++ # +++ $ +++ % +++ &
- /ast ialing 1 +++ # +++ $ +++ % +++ &
)hone .oo7 1 +++ # +++ $ +++ % +++ &
Soun!
- -olume 1 +++ # +++ $ +++ % +++ &
- 4ing 0one 1 +++ # +++ $ +++ % +++ &
isplay
- /ont Si8e 1 +++ # +++ $ +++ % +++ &
- .ac7 1ight 1 +++ # +++ $ +++ % +++ &
- 1C Contrast 1 +++ # +++ $ +++ % +++ &
- Wallpaper 1 +++ # +++ $ +++ % +++ &
- 6enu Style 1 +++ # +++ $ +++ % +++ &
- Se9uencing 1 +++ # +++ $ +++ % +++ &
Setup 1 +++ # +++ $ +++ % +++ &
Security 1 +++ # +++ $ +++ % +++ &
*rgani8er 1 +++ # +++ $ +++ % +++ &
,nstrument
- .attery 1ife 1 +++ # +++ $ +++ % +++ &
- Charger 1 +++ # +++ $ +++ % +++ &
- (esthetics 1 +++ # +++ $ +++ % +++ &
- 6emory Space 1 +++ # +++ $ +++ % +++ &
- irectory /eatures 1 +++ # +++ $ +++ % +++ &
- :ase to ;se 1 +++ # +++ $ +++ % +++ &
- 5an!set Weight 1 +++ # +++ $ +++ % +++ &
- 5an!set 1 +++ # +++ $ +++ % +++ &
4+Worl!
- 4+6enu 1 +++ # +++ $ +++ % +++ &
- 6ultime!ia 1 +++ # +++ $ +++ % +++ &
- <ames 1 +++ # +++ $ +++ % +++ &
- 4eset 4+6enu 1 +++ # +++ $ +++ % +++ &
- Page 4B -
#. =our overall satisfaction to 4,6 1 +++ # +++ $ +++ % +++ &
$. i! you use any <S6 mo3ile 3efore using 4,6? + =:S > N*
( ,f N* s7ip to Q% '
$a. ,f =:S" which connection(s' !i! you use prior to 4,6?
• (irtel
• Spice
• 5utch
• .SN1
• *thers please specify
$3. What is your level of satisfaction to 4,6 with respect to your previous
connection?
( 1 – Significantly Worse" # – Worse" $ – Neither worse nor 3etter" % –
.etter" & – Significantly 3etter '
1 +++ # +++ $ +++ % +++ &
$c. Which han!set !i! you use prior to 1< C6( mo3ile phone? ()lease
specify the mo!el num3er also'
• No7ia
• 6otorola
• Sony :riccson
• Siemens
• )anasonic
• (lcatel
• Samsung
• 1<
• .)1
• *thers please specify
$!. What is your level of satisfaction to 1< C6( mo3ile phone with
respect to your previous han!set?
( 1 – Significantly Worse" # – Worse" $ – Neither worse nor 3etter" % –
.etter" & – Significantly 3etter '
1 +++ # +++ $ +++ % +++ &
- Page 4< -
%. 0hese are some of the factors that may influence you while you !eci!e to
3uy a mo3ile phone connection. ,n!icate your level of importance for
each item.
( 1 – Not at all important" # – ;nimportant" $ – Neither important nor
unimportant" % – important" & – very important '
,nitial ,nvestment 1 +++ # +++ $ +++ % +++ &
0ariff )lan 1 +++ # +++ $ +++ % +++ &
)rice 1 +++ # +++ $ +++ % +++ &
/inance 1 +++ # +++ $ +++ % +++ &
Connectivity 1 +++ # +++ $ +++ % +++ &
Coverage 1 +++ # +++ $ +++ % +++ &
Quality of -oice 1 +++ # +++ $ +++ % +++ &
4elia3ility 1 +++ # +++ $ +++ % +++ &
4oaming 1 +++ # +++ $ +++ % +++ &
6essaging 1 +++ # +++ $ +++ % +++ &
elivery 0ime 1 +++ # +++ $ +++ % +++ &
(fter Sales Service 1 +++ # +++ $ +++ % +++ &
Customer Care Service 1 +++ # +++ $ +++ % +++ &
.ran! Name 1 +++ # +++ $ +++ % +++ &
ata 0ransfer 4ate 1 +++ # +++ $ +++ % +++ &
-alue (!!e! Services 1 +++ # +++ $ +++ % +++ &
*thers please specify 1 +++ # +++ $ +++ % +++ &
&. )ersonal ,nformation
Name:
(ge in =ears: ?1@ > 1@ – #& > #& – $A > $A – $& > $& – %& > %& – BA >
CBA
SeD: 6ale > /emale
4,6 No.:
6onth in which 4,6 was provi!e!: 6arch > (pril
*ccupation:
- Page 4; -
1. Self+:mploye! + 0ra!esman > others
#. )rofessional – octor > 1awyer > C( > (rchitect > others
$. .usinessman
%. Salarie! )rofessional
&. Salarie! Non )rofessional
B. Stu!ent
E. 5ouse Wife or 4etire!
@. *thers please specify
,ncome <roup (,n!ivi!ual monthly income': ?&"AAA > &"AAA+
1A"AAA > 1A"AAA+#A"AAA > #A"AAA+$A"AAA > $A"AAA+
&A"AAA > C&A"AAA
B. (re you planning to 3uy any more 4,6? + =es > No
,f =es" how many FFFFF an! when FFFFFF..
E. =our valua3le suggestions for 4eliance ,nfocomm 1.
FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF.FFFFF.
FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF.FFFF.F
#FFFFFFFFFFFFFFFFF..FFFFFFFFFFFFFFFFFFF.
FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF..F..
$FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF..FFFF.
FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF....
@. Complaints if anyFFFFFFFFFFFFFFFFFFFFFFFFFFFFF.
FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF
FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF
FFFFFFFFFFFFFFFFFFFFFFFFFFFFF..
Thank you for your co-operation
- Page B= -
- Page B1 -
FREQUENCY TABLES
TAB0E !$.! 1 OVERALL SATISFACTION TO RIM
-.erall Satisfa/tion to ,!0
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 50 949 949
Dissatisfied 62 1243 2241
Neither Dissatisfied Nor
Satisfied 86 17 3941
Satisfied 267 5248 9149
Completely Satisfied 1 841 100
5otal 506 100
TAB0E !$.- 1 EX-GSM USERS
%6"7S0 Users
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
User 310 6143 6143
Non User 196 3847 100
5otal 506 100
TAB0E !$.. 1 EX-GSM CONNECTION
%6"7S0 Conne/tion
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Non User 195 3845 3845
8irtel 216 247 8142
Spi/e 59 1147 9249
)(t/h 18 346 964
'SN9 17 34 9948
-thers 1 042 100
5otal 506 100
TAB0E !$.% 1 Ex-GSM Users Satisfaction to RIM
%6"7S0 Users Satisfa/tion to ,!0
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Non User 195 3845 3845
Completely Dissatisfied 67 1342 5148
Dissatisfied 86 17 6848
- Page B( -
Neither Dissatisfied Nor
Satisfied 103 204 8941
Satisfied 50 949 99
Completely Satisfied 5 1 100
5otal 506 100
TABLE 1!"# Ex-GSM $an%set
: %6"7S0 )andset
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Non Users 195 3845 3845
No;ia 23 642 848
0otorola 23 45 8943
Sony %ri//son 1 248 9241
Siemens 5 1 9341
&anasoni/ 12 24 9545
Sams(n< 21 42 9946
-thers 2 04 100
5otal 506 100
TAB0E !$., 1 EX-GSM USERS SATISFACTION TO LG C&MA $AN&SET
%6"7S0 Users Satisfa/tion to 97 CD08 )andset
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Non User 192 3749 3749
Completely Dissatisfied 32 643 43
Dissatisfied 58 1145 5547
Neither Dissatisfied Nor
Satisfied 123 243 80
Satisfied 86 17 97
Completely Satisfied 15 3 100
5otal 506 100
TAB0E !$./ 1 SATISFACTION TO &A'O
Satisfa/tion to D8&-
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 26 541 541
Dissatisfied 30 549 1141
Neither Dissatisfied Nor
Satisfied 121 2 35
Satisfied 292 5748 9249
Completely Satisfied 37 741 100
5otal 506 100
- Page B1 -
TAB0E !$.# 1 SATISFACTION TO CLARIT(
Satisfa/tion to Clarity
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 67 1343 1343
Dissatisfied 12 246 3748
Neither Dissatisfied Nor
Satisfied 86 17 549
Satisfied 201 3948 947
Completely Satisfied 28 543 100
5otal 506 100
TAB0E !$.$ 1 SATISFA2TION TO 2A00 3ROPS
"atisfation to Call 6rops
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 70 1349 1349
Dissatisfied 13 2645 04
Neither Dissatisfied Nor
Satisfied 86 1648 5742
Satisfied 189 374 947
Completely Satisfied 27 543 100
5otal 506 100
TABLE 1!1) # SATISFACTION TO INTERFERENCE
Satisfa/tion to !nterferen/e
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 70 1347 1347
Dissatisfied 135 2647 04
Neither Dissatisfied Nor
Satisfied 87 1742 5746
Satisfied 187 37 947
Completely Satisfied 27 543 100
5otal 506 100
- Page B2 -
TABLE 1!11 # SATISFACTION TO *UALIT( OF VOICE
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 69 1345 1345
Dissatisfied 117 2342 3646
Neither Dissatisfied Nor
Satisfied 89 1746 543
Satisfied 20 04 947
Completely Satisfied 27 543 100
5otal 506 100
TABLE 1!1+ # SATISFACTION TO BUIL&ING COVERAGE
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 5 1047 1047
Dissatisfied 91 1748 2845
Neither Dissatisfied Nor
Satisfied 126 25 5345
Satisfied 217 3 964
Completely Satisfied 18 346 100
5otal 506 100
TABLE 1!1, # SATISFACTION TO CIT( COVERAGE
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 51 1041 1041
Dissatisfied 93 184 2845
Neither Dissatisfied Nor
Satisfied 127 2541 5347
Satisfied 218 3 9646
Completely Satisfied 17 34 100
5otal 506 100
TABLE 1!1- # SATISFACTION TO BASEMENT COVERAGE
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 55 1049 1049
Dissatisfied 92 1842 2941
Neither Dissatisfied Nor
Satisfied 127 2541 543
Satisfied 213 242 964
Completely Satisfied 19 346 100
5otal 506 100
TABLE 1!1" # SATISFACTION TO RIM TERMS
- Page B3 -
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 11 242 242
Dissatisfied 1 248 5
Neither Dissatisfied Nor
Satisfied 166 3249 3748
Satisfied 280 554 9343
Completely Satisfied 35 647 100
5otal 506 100
TABLE 1!1. # SATISFACTION TO RIM &ELIVER(
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 11 242 242
Dissatisfied 10 2 42
Neither Dissatisfied Nor
Satisfied 169 3345 3746
Satisfied 278 549 9245
Completely Satisfied 38 745 100
5otal 506 100
TABLE 1!1/ # SATISFACTION TO CUSTOMER CARE
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 1 841 841
Dissatisfied 35 649 15
Neither Dissatisfied Nor
Satisfied 28 5642 7143
Satisfied 127 25 9642
Completely Satisfied 19 348 100
5otal 506 100
TABLE 1!10 # SATISFACTION TO CALL RELATE& FEATURES
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 15 3 3
Dissatisfied 15 3 549
- Page B4 -
Neither Dissatisfied Nor
Satisfied 135 2647 3247
Satisfied 289 57 8947
Completely Satisfied 52 1043 100
5otal 506 100
TABLE 1!1 # SATISFACTION TO '$ONE BOO1
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 7 14 14
Dissatisfied 20 543
Neither Dissatisfied Nor
Satisfied 135 2647 3241
Satisfied 295 5842 9043
Completely Satisfied 9 947 100
5otal 506 100
TABLE 1!+) # SATISFACTION TO $AN&SET VOLUME
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 18 346 346
Dissatisfied 29 547 943
Neither Dissatisfied Nor
Satisfied 100 1948 2941
Satisfied 310 614 9045
Completely Satisfied 9 945 100
5otal 506 100
TABLE 1!+1 # SATISFACTION TO RING TONES
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 1 248 248
Dissatisfied 27 543 841
Neither Dissatisfied Nor
Satisfied 101 20 2841
Satisfied 313 62 9041
Completely Satisfied 51 949 100
5otal 506 100
TABLE 1!++ # SATISFACTION TO $AN&SET &IS'LA(
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 7 14 14
Dissatisfied 1 246
Neither Dissatisfied Nor
Satisfied 139 2745 3145
Satisfied 289 5742 8847
- Page BB -
Completely Satisfied 57 1143 100
5otal 506 100
TABLE 1!+, # SATISFACTION TO $AN&SET FEATURES
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 9 148 148
Dissatisfied 1 248 46
Neither Dissatisfied Nor
Satisfied 205 046 541
Satisfied 23 841 9343
Completely Satisfied 35 647 100
5otal 506 100
TABLE 1!+- # SATISFACTION TO BATTER( LIFE
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 18 346 346
Dissatisfied 36 741 1047
Neither Dissatisfied Nor
Satisfied 116 23 3347
Satisfied 29 5842 9149
Completely Satisfied 2 841 100
5otal 506 100
TABLE 1!+" # SATISFACTION TO LG $AN&SET
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 26 541 541
Dissatisfied 9 947 149
Neither Dissatisfied Nor
Satisfied 11 2246 374
Satisfied 272 5349 9143
Completely Satisfied 5 847 100
5otal 506 100
TABLE 1!+. # SATISFACTION TO R-2ORL&
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Completely Dissatisfied 19 348 348
Dissatisfied 3 845 1243
Neither Dissatisfied Nor
Satisfied 368 7249 8541
Satisfied 72 143 994
Completely Satisfied 046 100
5otal 506 100
- Page B< -
TABLE 1!+/ # AGE GROU'
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
18 " 25 85 1648 1648
25 " 30 13 2645 343
30 " 35 101 20 6342
35 " 5 123 243 8745
5 " 60 5 1047 9842
$60 9 148 100
5otal 506 100
TABLE 1!+0 # OCCU'ATION
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
Self %mployed 8 1646 1646
&rofessional 048 174
'(siness 189 374 547
Salaried &rofessional 169 334 8841
Salaried Non"professional 27 543 9345
St(dent 15 3 964
)o(se *ife + ,etired 18 346 100
5otal 506 100
TABLE 1!+ # INCOME
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
0 17 34 34
= 5000 13 246 549
5000 " 10000 50 949 1548
10000 " 20000 10 2747 346
20000 " 30000 172 341 7746
30000 " 50000 85 1648 945
$ 50000 29 545 100
5otal 506 100
TABLE 1!,) # INTERESTE& TO BU( MORE RIM
- Page B; -
1re2(en/y 3alid &er/ent C(m(lati.e &er/ent
!nterested 69 1347 1347
Not !nterested 37 8643 100
5otal 506 100
- Page <= -
BIBLIOGRAPHY
8oo)s Referred
• C6( 4/ :ngineering <ui!elines 3y Samuel C =ang
• 4esearch for 6ar7eting ecision – <reen an! 0ull
• 5an!3oo7 for Writers an! :!itors 3y S Srinivas 4ao
• Stastics 3y
amples 3y 0erry Sincich• Stastics for 6anagement 3y 1evin an! 4u3in
- Page <1 -
@e#sites
www.rcom.co.in
www.ril.com
www.tatateleservices.com
www.howc!mawor7s.com
www.c!g.org
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doc_801842244.doc