Description
Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation.
CUSTOMER SATISFACTION OF
Reliance Infocom <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 created Under the guidance of
Mr. Vijay Aggarwal
Submitted by :
Gaurav Gupta
Course : MBA Semester : Forth Roll No. : 510811914
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Center Name : Web Univ, Vivek Vihar Center Code : 01506
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Acknowledgement
Through this acknowledgment, I express my sincere gratitude to all those people who have been associated with this assignment and have helped me with it and made it a worthwhile experience. Firstly I extend my thanks to the various people who have shared their opinions and experiences through which I received the required information crucial for my report. Finally, I express my thanks to Mr. Vijay Aggarwal who gave me this opportunity to learn the subject in a practical approach and Ms. Swati Jain who guided me and gave me valuable suggestions regarding the project report.
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Table of Contents
ACKNOWLEDGEMENT TABLE OF CONTENTS EXECUTIVE SUMMARY
ADVANTAGES AND DISADVANTAGES OF CDMA TECHNOLOGY
ADVANTAGES: DISADVANTAGES
RELIANCE MOBILE TERMS AND CONDITIONS
Sample Questionnaire Customer Satisfaction Survey
FREQUENCY TABLES BIBLIOGRAPHY Books Referred
Websites
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EXECUTIVE SUMMARY
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. This telephone was invented to work with cables only. Now the technology has so much improved, so as to communicate things faster almost equal to the speed of a sound wave using mechanical monsters known as MOBILE PHONES. Starting from 1980, when the world’s first cellular network was introduced using analog radio transmission technology like AMPS( Advanced Mobile Phone Systems), the Mobile technology has grown unanimously. When more subscribers signed up for service demanding more air time, AIR WARS started. To accommodate more traffic in a limited Radio spectrum, the industry developed a new set of digital wireless called CDMA( Code Division Multiple Access) and GSM ( Global System for Mobile). Today communication is possible without the involvement of a cable.
The pace at which the need for mobility is growing seems to have resulted in an increased demand for an efficient and effective communication media. Keeping this opportunity in mind Reliance Infocomm has entered into telecom industry and has launched Reliance Mobile all over India.
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Understanding the customers needs and wants and moulding the product to match the consumer perception is one of the basic thing that is required for the success of any product. In this context, Reliance Infocomm wants to know more about business operations of Reliance Infocomm on how they met customer requirements and satisfaction levels. The result of this study will be instrumental to Reliance Infocomm to check their Business operations on how they captured the market and sustained competition, the problems that they are facing and to make the necessary changes of required.
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INTRODUCTION
Today telecom sector has many players due to the liberalized government policies. As the initial investment required are high, entry and exit barriers are also high. There are many service providers like Reliance Infocomm, Bharti, BSNL, Vodafone, Idea, MTS, Tata DOCOMO, Tata Indicom., etc. The total number of RIM customers as on June 10, 2007 was more than thirty lakhs. This is a great achievement for Reliance and it is due to the services offered by the company. In a very short span on time, Reliance has grown across the length and breadth of India and captured a very good position in today’s market.
SITUATION ANALYSIS
From July 01, 2007 the Indian telecom sector has shifted to the new interconnect user charge (IUC) regime. All the players have made incoming calls, on any service free from the year 2004. In addition, it appears that both local and STD (from any network) has come down dramatically. At the same time, the new regime has forced the caller to pay an additional interconnection and termination charge. Roughly translated, this means that a caller would have to pay extra for connecting to other network. Hence his/her bills would go up.
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According to the industry, the general puzzlement was bound to happen as the government and Telecom Regulatory Authority of India (TRAI) took too much time to take a decision and then announced things in haste.
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ABOUT RELIANCE INFOCOMM
Reliance Infocomm is a member of Anil Dhirubhai Ambani group, India's largest business enterprise and amongst the top 500 enterprises in the world. Reliance Infocomm will offer a complete range of telecom services, covering mobile and fixed line telephony including broadband, national and international long distance services, data services and a wide range of value added services and applications that will enhance productivity of enterprises and individuals. Reliance Mobile, the first of Infocomm's initiatives was launched on December 28, 2002, the 70th birthday of the Reliance group founder, Dhirubhai H. Ambani. This marks the beginning of Reliance's dream of ushering in a digital revolution in India by becoming a major catalyst in improving quality of life and changing the face of India. It aims to achieve this by putting the power of information and communication in the hands of the people of India at affordable costs. Reliance Infocomm will extend its efforts beyond the traditional value chain to develop and deploy telecom solutions for India's farmers, businesses, hospitals, government and public sector organizations
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Shri.
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RELIANCE BROADBAND WIRELINE
The term broadband generally refers to access speeds of 1.5 Mbps and higher. As content on the internet and intranet becomes multimedia, broadband technologies are important for accessing the content and to provide video based corporate services. Reliance Infocomm has extended fiber in its access network. This gives the network a capacity to have very high access speeds. Reliance has deployed broadband based on gigabit ethernet. This will enable Reliance to provision broadband services of high quality and performance. Telecommunication networks are the infrastructure for provisioning Infocomm services. All businesses today are dependent on telecom to continue their determined by the quality of the network deployed. The Reliance Infocomm network consists of 60,000 kilometers of optical fibre cables spanning the length and breadth of India. These cables can carry thousands of billions of bits per second and can instantly connect one part of the country with another. This physical network and its associated infrastructure will cover over 600 cities and towns in 18 of the country's 21 circles, 229 of the nation’s 323 Long Distance Charging Areas (LDCAs) and broadband connectivity to over 190 cities. This infrastructure day-today operations. The range and quality of services that can be provisioned is
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will be backed by
state-of-the-art information management systems and a
customer-focused organization.
Reliance's ring and mesh architecture topology is the most expensive component to implement, but assures the highest quality of uninterrupted service, even in the event of failure or breakage in any segment of the network. Reliance has 77 such rings across the country with at least three alternative paths available in metros. Connected on this topology, the service has virtually no chance of disruption in quality performance. Reliance's objective is to create value for our customers. Reliance will innovate ceaselessly so that state-of-the-art technology can be leveraged to create products and services that are affordable.
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CDMA TECHNOLOGY
It was first developed in the year 1993 by Qualcomm company for US military. The first CDMA networks were commercially launched in 1995 and provided more than 10 times capacity over GSM networks. Since then CDMA has become fastest growing of all wireless technologies with over 16 million subscribers worldwide. In this technology analog speech is converted onto digital information, which is then transmitted as a radio signal over a wireless network. Using a unique code, which distinguishes each user CDMA, enables many users to share the network at the same time. Every user is recognised with a code of order 2 which is stored in the handset. Access networks determine the services that can finally be delivered to customer. Reliance network has wireline access technologies based on fibre as well as copper. Fibre in the access network makes broadband services easy to deploy. The wireless access network deployed for CDMA 1X is spectrum efficient and provides better quality of voice than other networks and higher data rates. CDMA 1X also provides an upgradation path to future enhancements.
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The CDMA 1x RTT network is deployed in 577 SDCAs comprising of over 600 cities and towns across India, covering more than 65% of the urban population. This wireless network will allow Reliance Infocomm to offer cutting-edge next generation applications (e.g. data speeds upto 144 kbps) and services. The wireless network has been architected keeping in mind future service and capacity upgrade requirements.
Some of the key points to note about the network's future proofing are •
CDMA is the perfect RF technology for convergence, due to the asynchronous nature of the media access technique. This makes it a natural fit for packetbased access and traffic. CDMA 1X RTT can provide data speeds of upto 144 kbps, which meet the specifications for next generation vehicular traffic. Its bandwidth capacity therefore far outstrips that of competing systems, and is likely to suffice for many years to come.
•
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CDMA vs. GSM
CDMA requires fewer cell sites than the GSM and TDMA (Time Division Multiple Access) digital mobile phone systems, and provides up to three to five times their calling capacity due to higher spectral efficiency. Compared to an analog cell phone system (AMPS), CDMA provides 20 times the capacity. Unlike other digital systems that use TDMA, which divides the spectrum into different time slots, CDMA's spread spectrum technique overlaps every transmission on the same carrier frequency by assigning a unique code to each conversation. After the voice converts to digital signals, CDMA spreads the data stream over the full 1.25MHz bandwidth of the CDMA channel, coding each stream separately so it can be decoded at the receiving end. The rate of the spreading signal is known as the "chip rate", as each bit in the spreading signal is called a "chip". All voice conversations use the full bandwidth at the same time. One bit from each conversation is multiplied into 128 coded bits by the spreading techniques.
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Compared to GSM, the CDMA technology delivers better spectral efficiency, better voice quality, lower dropped calls, and better power management - leading to enhanced battery life and longer talk time.
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ADVANTAGES AND DISADVANTAGES OF CDMA TECHNOLOGY
ADVANTAGES: 1. Sim card is not required. 2. Superior voice clarity. 3. It supports more number of users at the same time. 4. Soft hand-off is possible. 5. Cheaper in terms of capital expenditure. 6. It is secure. 7. Low radiation as transmission happens only when the conversation starts.
DISADVANTAGES
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1. Average power consumption is more because of higher channel. 2. Channel width is much more compared to GSM because of multiplication of the code. 3. When two users are using the mobile at the same time one near to the base station and the other farther then the frequency of the near user will be clear and loud, whereas the one away will have problems. 4. Battery life is less compared to GSM network.
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OBJECTIVES OF THE STUDY
The objectives of the study is to provide how Reliance Infocomm captured the market or in simple terms Business Operations of Reliance Infocomm with respect to the following ? Dhirubhai Ambani Pioneer Offer ? Service – Connectivity, Coverage and Quality of voice and Data ? Lead Time and Delivery Time ? Price and Initial Investment ? Dealer, OTC, WebWorld and Customer Care Service ? Warranty, Insurance and Finance Terms ? Handset and its features ? R-World and other value added services ? Satisfaction level of ex-GSM users to Reliance Mobile with respect to their previous connection
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The survey not only analysed the satisfaction levels among the present customers, but also generated a lot of interested and prospective customers for Reliance Infocomm.
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HYPOTHESIS DEVELOPED
Based on the information collected from the websites, telecom journals and pilot survey the following hypothesis was developed. • Customers who think initial investment or cost is the key criteria to buy a mobile phone may be satisfied with Reliance Mobile • Customers who look for value added services or internet connection from a mobile phone may be satisfied with Reliance Mobile • Customers who require SMS and roaming facility as key service may not be satisfied with Reliance Mobile • Customers (Ex-GSM users) for whom coverage is the key criteria to select a mobile phone may not be satisfied with Reliance Mobile • Customers who are technology savvy and know the advantages of CDMA technology over TDMA or GSM technology will be satisfied with Reliance Mobile
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ALTERNATIVES GENERATED
? If Customers satisfaction level is more than 90% then it is concluded as customers are satisfied or a desirable response is obtained ? If Customers satisfaction level is between 50% & 90% then it is concluded as customers are dissatisfied or service level has to be improved ? If Customers satisfaction level is less than 50% then it is concluded as poor service
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DATA COLLECTION Data Sources
The information collected for the exploratory study of this research was from the secondary data source – database regarding the customers profile from Gandhi Baazar and Bank Colony OTC. Also some of the information needed for the study was also collected from WebWorlds, websites and telecom journals. Primary data were collected both by interviewing customers through telephone and by person. Design of Sample For the survey indexed sequential sampling technique was used and every 20 th customer was picked from the database of OTC for interview. Sample Profile
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During the process of data collection, 506 respondents were interviewed with the help of a questionnaire. 37% of respondents were businessmen, 1% were professionals, 17% were self employed, 33% were salaried professional, 5% were salaried nonprofessional, 3% were students and 4% were house wives and retired people.
Design of data collection forms The data collection was carried out with the help of a questionnaire and designed to collect information regarding the satisfaction level of customers to the following: • DAPO • Reliance Terms and Conditions • Connectivity • Coverage • Clarity • Service Level • Call Related Features • Handset Features • Value Added Services • Ex-GSM users comparison Their interest to Reliance Mobile in future was also captured. The questionnaire was designed using dichotomous questions, structured and unstructured questions. The satisfaction levels of customers were indicated on a fivepoint scale where 1- for completely dissatisfied and 5- for completely satisfied.
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Psychographic and demographic information were also captured to help the researcher to analyse the data.
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DATA ANALYSIS
Overall Satisfaction to Reliance Mobile The overall satisfaction to Reliance Mobile gives a clear picture to Reliance Infocomm about their service level. To make the analysis easy completely satisfied and satisfied are combined together and completely dissatisfied and dissatisfied are combined together.
Completely Dissatisfied 8% 10% Dissatisfied 12%
s 17%
53%
Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied
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Fig. 12.1 The survey has revealed that about 60% of the customers were satisfied with Reliance Mobile, 22% were dissatisfied and 17% were neither satisfied nor dissatisfied.
EX-GSM USERS
To know whether the customer was first time user or not, the survey has captured this information from the customer. The survey has also captured his/her previous connection and the handset he/she used.
39% 61%
User Non User
Fig. 12.2 The analysis shows that 61.3% of the customers used GSM mobile phones before using Reliance Mobile.
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Reliance Infocomm has bundled both connection (service) and instrument (handset) together and has marketed the product. So it is important for them to know Ex-GSM users previous connection and handset and satisfaction to Reliance Mobile with respect to the corresponding one. The analysis shows that ? 70% of Ex-GSM users used AirTel connection ? 20% of Ex-GSM users used Spice connection ? 75% of Ex-GSM users used Nokia handsets ? 8% of Ex-GSM users used Motorola handsets ? 8% of Ex-GSM users used Samsung handsets
? 18% of Ex-GSM users were satisfied with Reliance Mobile when compared to their previous connection, 50% were dissatisfied and the rest found no change ? 30% of Ex-GSM users were satisfied with Reliance Mobile when compared to their previous handset, 30% were dissatisfied and the rest found no change
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DHIRUBHAI AMBANI PIONEER OFFER (DAPO)
Price is one of the basic determinants in the buying decision of a customer.
Completely Dissatisfied 7% 5% 6% 24% Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied
58%
Fig. 12.3
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The analysis shows that 58% of the customers were satisfied with DAPO, 11% were dissatisfied and the rest were confused.
RELIANCE MOBILE TERMS AND CONDITIONS
As the post dated cheques and three years locking no longer exists, most of the customers are satisfied with warranty and insurance terms.
2% 7% 3% 33% Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Completely Dissatisfied Dissatisfied
55%
Fig. 12.4
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More than 62% of the customers were satisfied with Reliance terms, 5% of the customers were dissatisfied and others were unaware of the exact terms and unable to answer.
DELIVERY TIME AND LEAD TIME
To reduce lead-time and delivery time, Reliance Infocomm has introduced OTCs (over the counter stores) across Bangalore where Reliance Mobile is delivered immediately when once customer submits the necessary documents.
2% 7% 2% 33% 56% Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied
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Fig. 12.5 More than 62% of the customers were satisfied with delivery time, 5% of the customers were dissatisfied and others did not answer.
INTEREST IN REPEAT PURCHASE
As TRAI is changing rules and regulations, all telecom players are continuously changing their tariff plan. So it is difficult for the customers to decide upon his/ her telecom investment. Most of the customers have taken wait and watch stand and are waiting for the situation to stabilize.
14% Interested Not Interested 86%
Fig. 12.6
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CLARITY AND CALL DROP
Voice is the basic service that Reliance Infocomm has offered to its subscribers. So clarity is one of the most important factor that would affect the satisfaction level of the customers.
Completely Dissatisfied 5% 13% Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied
40% 17%
25%
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Fig. 12.7 Around 45% of the customers were satisfied with clarity and call drops, 40% were dissatisfied and the rest did not comment.
COVERAGE
Customers require mobile phone only because they must be accessible wherever they are. Without good coverage Reliance Mobile will not serve the basic purpose of a mobile phone.
Completely Dissatisfied 4% 11% 18% 42% 25% Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied
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Fig. 12.8 Analysis shows that around 45% of the customers were satisfied with coverage, 30% were dissatisfied and the rest did not comment.
CALL RELATED AND HANDSET FEATURES
Today, there is a wide range of a variety of handsets to choose from. Customers can choose an appropriate selection to suit their pocket and features.
3% 10% 3% 27%
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied
57%
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Fig. 12.9 70% of the customers were satisfied with the instrument features. Only 6% were not comfortable with the features and others had no complaints.
RING TONES AND VOLUME LEVEL
Even though ring tones and volume level are not the key factors that affect customers satisfaction, care must be taken to provide pleasant and melodious ring tones.
Completely Dissatisfied
10%
4%
6% 20%
Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied
60%
Fig. 12.10
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Only 10% of the customers were dissatisfied and others were more or less satisfied with the ring tones and volume level.
HANDSET
Most of the CDMA 3G handsets comes with lithium ion battery weighs only about 160gms (approx.) with 16 poly orchestral sounds.
Completely Dissatisfied Dissatisfied
9% 34%
5%
10%
Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied
42%
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Fig. 12.11 Only 40% of the customers were satisfied with LG handset as it was heating up quickly.
CUSTOMER CARE SERVICE
CRM is the most important activity in any service industry. Customers want to clarify their queries without waiting. Care must be taken to increase the efficiency of handling customers queries and reduce their waiting time. This is an important source of feedback for the company.
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15%
4%
18% 7%
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied
56%
Completely Satisfied
Fig. 12.12 Around 20% of the customers were dissatisfied with the customer care service as they felt that the waiting time was long. Only 15% of the customers were satisfied with the service and the rest had not used it.
AGE GROUP
Around 70% of the customers fall in the age group 25 years to 45 years.
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11% 24%
2%
17%
18 - 25 Years 25 - 30 Years 30 - 35 Years 26% 35 - 45 Years 45 - 60 Years >60 Years
20%
Fig. 12.13
OCCUPATION
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Businessmen and Salaried Professional constitute to 72% of the total population. SelfEmployed customers are usually the traders and contractors. They constitute to 18% of the population. These three categories put together constitute to 90% of the total population.
Self Employed Professional
3% 4% 5% 33%
17% 1%
Business Salaried Professional Salaried Nonprofessional Student House Wife & Retired
37%
Fig. 12.14
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FINDINGS
? 22% of the customers have complained about call drops, echo & clarity. ? 27% of the customers have complained about handset heating problem. ? 15% of the customers were confused with the tariff plan of Reliance Mobile. ? 15% of the customers have complained that demo was not given to them properly and they were not aware of most of the facilities that Reliance provides. ? Customers need a flexible scheme to exchange their existing LG handset. ? Ring Tones 1 and 2 have soft and melodious voice & customers need more ring tones of this kind. (Similar to Nokia handset ring tones) ? Volume level in some of the handsets was very high. This may be due to high power that was transmitted from handset to the cell site.
? Majority of the customers have replied that it has taken more than 10 minutes to speak to customer care executives. Customers have also complained that they do not receive proper answer from customer care executives and they got contradictory answers each time they call up customer care service. Customers were not happy with the way they got answers from WebWorld executives. Also customers require the assistance to be available in local language.
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? Numbers starting from 7…. and some numbers of Touchtel were not getting connected from Reliance Mobile. ? Emergency numbers and enquiry numbers of BSNL and pager numbers were not accessible from Reliance Mobile. But now emergency and pager numbers are accessible. ? Customers have complained regarding coverage in the following areas: Kanakapura, Hoskote, Sarjapur Road, Banashankari 3rd stage, Nelamangala, Jigani, Kengeri, Yelahanka, Bomasandra Industrial Estate, Rajarajeshwari Nagar, ITPL, Electronic city, Whitefield, etc ? 15% of the customers want roaming & SMS service as a key service. They were unaware of TSS service. ? Some of the customers have not received the SMS sent from Reliance Infocomm. ? For few of the customers (1.5%) handsets were getting muted or switched off thrice a week. ? Customers were confused with the timer or clock, which switches ON when any outgoing call in made. ? Customers have complained that LG handset screens were delicate.
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? When it rained signal strength was week for few of the customers. ? For few of the customers, signal and clarity were bad when they travelled. ? Even though Majority of the customers were happy with the call related features, some felt that it was difficult to retrieve the missed calls. ? Customers were unaware of the used minutes for a particular month. R-world (RBilling) and customer care representatives were not able to help them regarding this issue. Also R-bill does not work in reliance website. ? Database error: A corporate customer was registered by a different names & address. ? Even now some of the dealers / POS / WebWorlds use the old brochures which mention 40/min as find price.
? More than 40% of the Ex-GSM users were using prepaid connection and need a lower end tariff plan. ? Some customers have complained that Reliance Mobile is a long time commitment, which no longer exists. ? Some of the customers have complained that the procedure to buy Reliance Mobile was lengthy.
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? Customers have complained that Reliance Web page was not attractive and interactive. ? Some of the customers were very much satisfied with the value added services and have concluded Reliance Mobile as entertainment media. ? Some of the customers required temporary suspension facility, which other service provider’s offer.
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CONCLUSION
On the basis of the analysis made and inferences drawn, the conclusion is that customers are not completely satisfied with Reliance Infocomm’s overall service level. More than 70% of the customers are satisfied with Reliance terms, delivery time, DAPO and handset features. But majority of the customers are dissatisfied with coverage, connectivity, clarity, customer care service and handset. Also 15% of the customers are confused with the tariff plan. As Reliance is in service industry, it has to improve upon the above aspects to become the market leader.
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RECOMMENDATION
? Handset heating up may be due to - Handset design - High Mobile Transmission power If this power is kept at 0.2 watts that are ideal, then the heating problem may reduce but the coverage will shrink. This problem has to be addressed immediately because customers are reducing the call duration time, which implies that Reliance Infocomm is loosing revenue on call duration. ? Call Drops may occur due to improper (soft) handoff, FER - frame error rate or poor coverage. This was to be addressed by the technical team. ? If a new tower is put up, the neighbouring towers should be properly defined in it. So the technical team has to constantly monitor this with Lucent Technology Ltd team members. Also priority list has to be given for handoff. ? Handset heating may be due to the handset design or if the mobile transmission power is high. If this power is optimised then the heating problem may reduce but coverage may come down. ? To give choice of ring tones to customers, ring tones in R-World should be changed at regular intervals.
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? Volume level in the handset may become normal if the mobile transmission power is optimised. ? At present it takes less than 3 minutes to speak to customer care executives but customers perception is different. This has to be changed with the help of DAEs, WebWorlds and media. ? As Majority of the customers want customer care assistance to be available in local language, Reliance Infocomm must provide the assistance in local language. ? As customers care executives are not able to reply to customers properly, they need to be trained properly. Also if a separate team in customer care can handle network related issues, then this will help Reliance Infocomm to get proper feed back from the customers. ? Also the customer care executives must take information like RIM number, called party name, date and time and area from where customer has made the call for those customers who complained about connectivity. ? BSNL has to open all their levels so that numbers starting with 7… are accessible from Reliance Mobile.
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? Customers are not able to call some specific Touchtel & BSNL numbers. This may be because some new exchanges may not have given permission or provision in their switch to access to Reliance Mobile. ? Reliance Infocomm should have tie-up with BSNL to access BSNL internal Numbers. ? As dealers have false promised about coverage and COW (cell on wheels) facility, customers have complained about coverage problem outside Bangalore SDCA (short distance calling area). They have to be communicated properly and informed about the actual time it with take to provide service in Bangalore rural and other SDCAs. ? Customers have to be informed through SMS about the date on which their cheque would be presented to the bank. ? Customers should be informed that the timer in their handset is different from the actual billing meter, which is located at the switch.
? As customers are demanding for the tariff plan to be published in media, Reliance Infocomm has to advertise the tariff plan is media immediately. Also the tariff plan has to be put in website, which the customers can access. It costs Rs 197800 to advertise in Times of India for a quarter page advertisement in fifth page. In Deccan Herald it costs 99000. Keeping these costs in mind, Reliance has to advertise in media, which will be important information to the customers.
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? As some of the customers have informed that demo was not given to them properly and they are not completely aware of all the features of handset, demo camp should be arranged in potential areas, which will get new prospects or subscribers for the company. ? Not many are aware of the handset exchange scheme, which is offered by Reliance Infocomm. This has to be communicated to the customers.
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LIMITATIONS OF THE STUDY
The study was carried out under time constraint of 42 days and so the data collected was based on a small sample size of 500 numbers, which represents about less than 1% of the total subscribers in Bangalore. The external validity of this study is limited to only about 70 percent. The opinion given by the target customers may vary with the passage of time. At the time of survey there were roaming, SMS, clarity, coverage and connectivity issues, which were to be addressed. After six months the results of this survey will no longer be valid, as these issues will be addressed.
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LIST OF ABBREVIATIONS
CDMA TDMA GSM SDCA LDCA STD ISD IUC CUG TSS TRAI COW SMS MMS DAPO DAE POS OTC BSNL MBps Mbps Code Division Multiple Access Time Division Multiple Access Global System for mobile Communication Short Distance Calling Area Long Distance Charging Area Subscriber Trunk Dialling International Subscriber Dialling Interconnect User Charge Closed User Group Temporary Subscriber Service Telecom Regulatory Authority of India Cell On Wheels Short Messaging Service Multimedia Messaging Service Dhirubhai Ambani Pioneer Offer Dhirubhai Ambani Entrepreneur Point of Sale Over the Counter Bharat Sanchar Nigam Limited Mega Bytes Per Second Mega Bits Per Second
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RF Hz MHz 3G
Radio Frequency Hertz Mega Hertz 3rd Generation
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Appendix Sample Questionnaire
Questionnaire No:
Customer Satisfaction Survey
1. What is your level of satisfaction to the following items? (1 – Completely Dissatisfied, 2 – Dissatisfied, 3 – Neither dissatisfied nor satisfied, 4 – Satisfied, 5 – Completely Satisfied) DAPO Connectivity Coverage Price Finance Terms Warranty Terms Insurance Terms Lead Time & Delivery Time Dealer Service OTC Service Buildings City Coverage Basements 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 Clarity Call Drops Interference Quality of Voice 1 --- 2 --- 3 --- 4 --- 5 1 1 1 1 --------2 2 2 2 --------3 3 3 3 --------4 4 4 4 --------5 5 5 5
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WebWorld Service Customer Care Service Call Related Phone Book Sound Display Setup Security Organizer Instrument R-World Battery Life Charger Aesthetics Memory Space Directory Features Ease to Use Handset Weight Handset R-Menu Multimedia Games Reset R-Menu Font Size Back Light LCD Contrast Wallpaper Menu Style Sequencing Volume Ring Tone
1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5
Features Call History 1 --- 2 --- 3 --- 4 --- 5 Missed Call Retrieval 1 --- 2 --- 3 --- 4 --- 5 Fast Dialing 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 1 1 1 1 1 ------------2 2 2 2 2 2 ------------3 3 3 3 3 3 ------------4 4 4 4 4 4 ------------5 5 5 5 5 5
1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 1 1 1 1 1 1 1 1 1 1 1 ------------------------2 2 2 2 2 2 2 2 2 2 2 2 ------------------------3 3 3 3 3 3 3 3 3 3 3 3 ------------------------4 4 4 4 4 4 4 4 4 4 4 4 ------------------------5 5 5 5 5 5 5 5 5 5 5 5
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2. Your overall satisfaction to RIM
1 --- 2 --- 3 --- 4 --- 5 YES / NO
3. Did you use any GSM mobile before using RIM? ( If NO skip to Q4 )
3a. If YES, which connection(s) did you use prior to RIM? • • • • • Airtel Spice Hutch BSNL Others please specify
3b. What is your level of satisfaction to RIM with respect to your previous connection? ( 1 – Significantly Worse, 2 – Worse, 3 – Neither worse nor better, 4 – Better, 5 – Significantly better ) 1 --- 2 --- 3 --- 4 --- 5 3c. Which handset did you use prior to LG CDMA mobile phone? (Please specify the model number also) • • • • • • • • • • Nokia Motorola Sony Ericcson Siemens Panasonic Alcatel Samsung LG BPL Others please specify
3d. What is your level of satisfaction to LG CDMA mobile phone with respect to your previous handset? ( 1 – Significantly Worse, 2 – Worse, 3 – Neither worse nor better, 4 – Better, 5 – Significantly better ) 1 --- 2 --- 3 --- 4 --- 5 - Page 69 -
4. These are some of the factors that may influence you while you decide to buy a mobile phone connection. Indicate your level of importance for each item. ( 1 – Not at all important, 2 – Unimportant, 3 – Neither important nor unimportant, 4 – important, 5 – very important ) Initial Investment Tariff Plan Price Finance Connectivity Coverage Quality of Voice Reliability Roaming Messaging Delivery Time After Sales Service Customer Care Service Brand Name Data Transfer Rate Value Added Services Others please specify 5. Personal Information Name: Age in Years: >60 <18 / 18 – 25 / 25 – 30 / 30 – 35 / 35 – 45 / 45 – 60 / 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 ----------------------------------2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 ----------------------------------3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 ----------------------------------4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 ----------------------------------5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5
Sex: Male / Female RIM No.: Month in which RIM was provided: March / April
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Occupation: 1. 2. 3. 4. 5. 6. 7. 8. Self-Employed - Tradesman / others Professional – Doctor / Lawyer / CA / Architect / others Businessman Salaried Professional Salaried Non Professional Student House Wife or Retired Others please specify
Income Group (Individual monthly income): <5,000 / 5,00010,000 / 10,000-20,000 / 20,000-30,000 / 30,00050,000 / >50,000 6. Are you planning to buy any more RIM? Yes / No If Yes, how many …………… and when ……………….. 7. Your valuable suggestions for Reliance Infocomm 1. ………………………………………………………………………………….……………. ……………………………………………………………………………………………….………….… 2……………………………………………..…………………………………………………. ………………………………………………………………………………………………………..….. 3……………………………………………………………………………………..…………. ………………………………………………………………………………………………………….... 8. Complaints if any……………………………………………………………………………. ……………………………………………………………………………………………………………………… ……………………………………………………………………………………………………………………… ……………………………………………………………………………..
Thank you for your co-operation
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FREQUENCY TABLES
TABLE 19.1 : OVERALL SATISFACTION TO RIM
Overall Satisfaction to RIM Frequency Valid Percent Cumulative Percent Completely Dissatisfied 50 9.9 9.9 Dissatisfied 62 12.3 22.1 Neither Dissatisfied Nor Satisfied 86 17 39.1 Satisfied 267 52.8 91.9 Completely Satisfied 41 8.1 100 Total 506 100
TABLE 19.2 : EX-GSM USERS
Ex-GSM Users User Non User Total Frequency Valid Percent Cumulative Percent 310 61.3 61.3 196 38.7 100 506 100
TABLE 19.3 : EX-GSM CONNECTION
Ex-GSM Connection Non User Airtel Spice Hutch BSNL Others Total Frequency Valid Percent Cumulative Percent 195 38.5 38.5 216 42.7 81.2 59 11.7 92.9 18 3.6 96.4 17 3.4 99.8 1 0.2 100 506 100
TABLE 19.4 : Ex-GSM Users Satisfaction to RIM
Ex-GSM Users Satisfaction to RIM Frequency Valid Percent Cumulative Percent Non User 195 38.5 38.5
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Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total
67 86 103 50 5 506
13.2 17 20.4 9.9 1 100
51.8 68.8 89.1 99 100
TABLE 19.5: Ex-GSM Handset
: Ex-GSM Handset Non Users Nokia Motorola Sony Ericcson Siemens Panasonic Samsung Others Total Frequency Valid Percent Cumulative Percent 195 38.5 38.5 234 46.2 84.8 23 4.5 89.3 14 2.8 92.1 5 1 93.1 12 2.4 95.5 21 4.2 99.6 2 0.4 100 506 100
TABLE 19.6 : EX-GSM USERS SATISFACTION TO LG CDMA HANDSET
Ex-GSM Users Satisfaction to LG CDMA Handset Frequency Valid Percent Cumulative Percent Non User 192 37.9 37.9 Completely Dissatisfied 32 6.3 44.3 Dissatisfied 58 11.5 55.7 Neither Dissatisfied Nor Satisfied 123 24.3 80 Satisfied 86 17 97 Completely Satisfied 15 3 100 Total 506 100
TABLE 19.7 : SATISFACTION TO DAPO
Satisfaction to DAPO Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 26 5.1 5.1 30 5.9 11.1 121 292 37 506 24 57.8 7.1 100 35 92.9 100
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TABLE 19.8 : SATISFACTION TO CLARITY
Satisfaction to Clarity Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 67 13.3 13.3 124 24.6 37.8 86 201 28 506 17 39.8 5.3 100 54.9 94.7 100
TABLE 19.9 : SATISFACTION TO CALL DROPS
Satisfaction to Call Drops
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 70 13.9 13.9 134 26.5 40.4 86 189 27 506 16.8 37.4 5.3 100 57.2 94.7 100
TABLE 19.10 : SATISFACTION TO INTERFERENCE
Satisfaction to Interference Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 70 13.7 13.7 135 26.7 40.4 87 187 27 506 17.2 37 5.3 100 57.6 94.7 100
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TABLE 19.11 : SATISFACTION TO QUALITY OF VOICE
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 69 13.5 13.5 117 23.2 36.6 89 204 27 506 17.6 40.4 5.3 100 54.3 94.7 100
TABLE 19.12 : SATISFACTION TO BUILDING COVERAGE
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 54 10.7 10.7 91 17.8 28.5 126 217 18 506 25 43 3.6 100 53.5 96.4 100
TABLE 19.13 : SATISFACTION TO CITY COVERAGE
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 51 10.1 10.1 93 18.4 28.5 127 218 17 506 25.1 43 3.4 100 53.7 96.6 100
TABLE 19.14 : SATISFACTION TO BASEMENT COVERAGE
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 55 10.9 10.9 92 18.2 29.1 127 213 19 506 25.1 42.2 3.6 100 54.3 96.4 100
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TABLE 19.15 : SATISFACTION TO RIM TERMS
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 11 2.2 2.2 14 2.8 5 166 280 35 506 32.9 55.4 6.7 100 37.8 93.3 100
TABLE 19.16 : SATISFACTION TO RIM DELIVERY
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 11 2.2 2.2 10 2 4.2 169 278 38 506 33.5 54.9 7.5 100 37.6 92.5 100
TABLE 19.17 : SATISFACTION TO CUSTOMER CARE
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 41 8.1 8.1 35 6.9 15 284 127 19 506 56.2 25 3.8 100 71.3 96.2 100
TABLE 19.18 : SATISFACTION TO CALL RELATED FEATURES
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Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total
Frequency Valid Percent Cumulative Percent 15 3 3 15 3 5.9 135 289 52 506 26.7 57 10.3 100 32.7 89.7 100
TABLE 19.19 : SATISFACTION TO PHONE BOOK
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 7 1.4 1.4 20 4 5.3 135 295 49 506 26.7 58.2 9.7 100 32.1 90.3 100
TABLE 19.20 : SATISFACTION TO HANDSET VOLUME
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 18 3.6 3.6 29 5.7 9.3 100 310 49 506 19.8 61.4 9.5 100 29.1 90.5 100
TABLE 19.21 : SATISFACTION TO RING TONES
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 14 2.8 2.8 27 5.3 8.1 101 313 51 506 20 62 9.9 100 28.1 90.1 100
TABLE 19.22 : SATISFACTION TO HANDSET DISPLAY
Completely Dissatisfied Frequency Valid Percent Cumulative Percent 7 1.4 1.4
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Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total
14 139 289 57 506
2.6 27.5 57.2 11.3 100
4 31.5 88.7 100
TABLE 19.23 : SATISFACTION TO HANDSET FEATURES
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 9 1.8 1.8 14 2.8 4.6 205 243 35 506 40.6 48.1 6.7 100 45.1 93.3 100
TABLE 19.24 : SATISFACTION TO BATTERY LIFE
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 18 3.6 3.6 36 7.1 10.7 116 294 42 506 23 58.2 8.1 100 33.7 91.9 100
TABLE 19.25 : SATISFACTION TO LG HANDSET
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 26 5.1 5.1 49 9.7 14.9 114 272 45 506 22.6 53.9 8.7 100 37.4 91.3 100
TABLE 19.26 : SATISFACTION TO R-WORLD
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Frequency Valid Percent Cumulative Percent 19 3.8 3.8 43 8.5 12.3 368 72.9 85.1
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Satisfied Completely Satisfied Total
72 4 506
14.3 0.6 100
99.4 100
TABLE 19.27 : AGE GROUP
Frequency 18 - 25 25 - 30 30 - 35 35 - 45 45 - 60 >60 Total Valid Percent 85 134 101 123 54 9 506 Cumulative Percent 16.8 26.5 20 24.3 10.7 1.8 100 16.8 43.3 63.2 87.5 98.2 100
TABLE 19.28 : OCCUPATION
Self Employed Professional Business Salaried Professional Salaried Non-professional Student House Wife & Retired Total Frequency Valid Percent Cumulative Percent 84 16.6 16.6 4 0.8 17.4 189 37.4 54.7 169 33.4 88.1 27 5.3 93.5 15 3 96.4 18 3.6 100 506 100
TABLE 19.29 : INCOME
0 < 5000 5000 - 10000 10000 - 20000 20000 - 30000 30000 - 50000 > 50000 Total Frequency Valid Percent Cumulative Percent 17 3.4 3.4 13 2.6 5.9 50 9.9 15.8 140 27.7 43.6 172 34.1 77.6 85 16.8 94.5 29 5.5 100 506 100
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TABLE 19.30 : INTERESTED TO BUY MORE RIM
Frequency Interested Not Interested Total Valid Percent Cumulative Percent 69 13.7 13.7 437 86.3 100 506 100
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BIBLIOGRAPHY
Books Referred • CDMA RF Engineering Guidelines by Samuel C Yang • Research for Marketing Decision – Green and Tull • Handbook for Writers and Editors by S Srinivas Rao
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• Stastics by Examples by Terry Sincich • Stastics for Management by Levin and Rubin
Websites www.rcom.co.in www.ril.com www.tatateleservices.com www.howcdmaworks.com www.cdg.org
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doc_934823866.doc
Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation.
CUSTOMER SATISFACTION OF
Reliance Infocom <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 created Under the guidance of
Mr. Vijay Aggarwal
Submitted by :
Gaurav Gupta
Course : MBA Semester : Forth Roll No. : 510811914
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Center Name : Web Univ, Vivek Vihar Center Code : 01506
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Acknowledgement
Through this acknowledgment, I express my sincere gratitude to all those people who have been associated with this assignment and have helped me with it and made it a worthwhile experience. Firstly I extend my thanks to the various people who have shared their opinions and experiences through which I received the required information crucial for my report. Finally, I express my thanks to Mr. Vijay Aggarwal who gave me this opportunity to learn the subject in a practical approach and Ms. Swati Jain who guided me and gave me valuable suggestions regarding the project report.
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Table of Contents
ACKNOWLEDGEMENT TABLE OF CONTENTS EXECUTIVE SUMMARY
ADVANTAGES AND DISADVANTAGES OF CDMA TECHNOLOGY
ADVANTAGES: DISADVANTAGES
RELIANCE MOBILE TERMS AND CONDITIONS
Sample Questionnaire Customer Satisfaction Survey
FREQUENCY TABLES BIBLIOGRAPHY Books Referred
Websites
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EXECUTIVE SUMMARY
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. This telephone was invented to work with cables only. Now the technology has so much improved, so as to communicate things faster almost equal to the speed of a sound wave using mechanical monsters known as MOBILE PHONES. Starting from 1980, when the world’s first cellular network was introduced using analog radio transmission technology like AMPS( Advanced Mobile Phone Systems), the Mobile technology has grown unanimously. When more subscribers signed up for service demanding more air time, AIR WARS started. To accommodate more traffic in a limited Radio spectrum, the industry developed a new set of digital wireless called CDMA( Code Division Multiple Access) and GSM ( Global System for Mobile). Today communication is possible without the involvement of a cable.
The pace at which the need for mobility is growing seems to have resulted in an increased demand for an efficient and effective communication media. Keeping this opportunity in mind Reliance Infocomm has entered into telecom industry and has launched Reliance Mobile all over India.
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Understanding the customers needs and wants and moulding the product to match the consumer perception is one of the basic thing that is required for the success of any product. In this context, Reliance Infocomm wants to know more about business operations of Reliance Infocomm on how they met customer requirements and satisfaction levels. The result of this study will be instrumental to Reliance Infocomm to check their Business operations on how they captured the market and sustained competition, the problems that they are facing and to make the necessary changes of required.
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INTRODUCTION
Today telecom sector has many players due to the liberalized government policies. As the initial investment required are high, entry and exit barriers are also high. There are many service providers like Reliance Infocomm, Bharti, BSNL, Vodafone, Idea, MTS, Tata DOCOMO, Tata Indicom., etc. The total number of RIM customers as on June 10, 2007 was more than thirty lakhs. This is a great achievement for Reliance and it is due to the services offered by the company. In a very short span on time, Reliance has grown across the length and breadth of India and captured a very good position in today’s market.
SITUATION ANALYSIS
From July 01, 2007 the Indian telecom sector has shifted to the new interconnect user charge (IUC) regime. All the players have made incoming calls, on any service free from the year 2004. In addition, it appears that both local and STD (from any network) has come down dramatically. At the same time, the new regime has forced the caller to pay an additional interconnection and termination charge. Roughly translated, this means that a caller would have to pay extra for connecting to other network. Hence his/her bills would go up.
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According to the industry, the general puzzlement was bound to happen as the government and Telecom Regulatory Authority of India (TRAI) took too much time to take a decision and then announced things in haste.
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ABOUT RELIANCE INFOCOMM
Reliance Infocomm is a member of Anil Dhirubhai Ambani group, India's largest business enterprise and amongst the top 500 enterprises in the world. Reliance Infocomm will offer a complete range of telecom services, covering mobile and fixed line telephony including broadband, national and international long distance services, data services and a wide range of value added services and applications that will enhance productivity of enterprises and individuals. Reliance Mobile, the first of Infocomm's initiatives was launched on December 28, 2002, the 70th birthday of the Reliance group founder, Dhirubhai H. Ambani. This marks the beginning of Reliance's dream of ushering in a digital revolution in India by becoming a major catalyst in improving quality of life and changing the face of India. It aims to achieve this by putting the power of information and communication in the hands of the people of India at affordable costs. Reliance Infocomm will extend its efforts beyond the traditional value chain to develop and deploy telecom solutions for India's farmers, businesses, hospitals, government and public sector organizations
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Shri.
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RELIANCE BROADBAND WIRELINE
The term broadband generally refers to access speeds of 1.5 Mbps and higher. As content on the internet and intranet becomes multimedia, broadband technologies are important for accessing the content and to provide video based corporate services. Reliance Infocomm has extended fiber in its access network. This gives the network a capacity to have very high access speeds. Reliance has deployed broadband based on gigabit ethernet. This will enable Reliance to provision broadband services of high quality and performance. Telecommunication networks are the infrastructure for provisioning Infocomm services. All businesses today are dependent on telecom to continue their determined by the quality of the network deployed. The Reliance Infocomm network consists of 60,000 kilometers of optical fibre cables spanning the length and breadth of India. These cables can carry thousands of billions of bits per second and can instantly connect one part of the country with another. This physical network and its associated infrastructure will cover over 600 cities and towns in 18 of the country's 21 circles, 229 of the nation’s 323 Long Distance Charging Areas (LDCAs) and broadband connectivity to over 190 cities. This infrastructure day-today operations. The range and quality of services that can be provisioned is
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will be backed by
state-of-the-art information management systems and a
customer-focused organization.
Reliance's ring and mesh architecture topology is the most expensive component to implement, but assures the highest quality of uninterrupted service, even in the event of failure or breakage in any segment of the network. Reliance has 77 such rings across the country with at least three alternative paths available in metros. Connected on this topology, the service has virtually no chance of disruption in quality performance. Reliance's objective is to create value for our customers. Reliance will innovate ceaselessly so that state-of-the-art technology can be leveraged to create products and services that are affordable.
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CDMA TECHNOLOGY
It was first developed in the year 1993 by Qualcomm company for US military. The first CDMA networks were commercially launched in 1995 and provided more than 10 times capacity over GSM networks. Since then CDMA has become fastest growing of all wireless technologies with over 16 million subscribers worldwide. In this technology analog speech is converted onto digital information, which is then transmitted as a radio signal over a wireless network. Using a unique code, which distinguishes each user CDMA, enables many users to share the network at the same time. Every user is recognised with a code of order 2 which is stored in the handset. Access networks determine the services that can finally be delivered to customer. Reliance network has wireline access technologies based on fibre as well as copper. Fibre in the access network makes broadband services easy to deploy. The wireless access network deployed for CDMA 1X is spectrum efficient and provides better quality of voice than other networks and higher data rates. CDMA 1X also provides an upgradation path to future enhancements.
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The CDMA 1x RTT network is deployed in 577 SDCAs comprising of over 600 cities and towns across India, covering more than 65% of the urban population. This wireless network will allow Reliance Infocomm to offer cutting-edge next generation applications (e.g. data speeds upto 144 kbps) and services. The wireless network has been architected keeping in mind future service and capacity upgrade requirements.
Some of the key points to note about the network's future proofing are •
CDMA is the perfect RF technology for convergence, due to the asynchronous nature of the media access technique. This makes it a natural fit for packetbased access and traffic. CDMA 1X RTT can provide data speeds of upto 144 kbps, which meet the specifications for next generation vehicular traffic. Its bandwidth capacity therefore far outstrips that of competing systems, and is likely to suffice for many years to come.
•
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CDMA vs. GSM
CDMA requires fewer cell sites than the GSM and TDMA (Time Division Multiple Access) digital mobile phone systems, and provides up to three to five times their calling capacity due to higher spectral efficiency. Compared to an analog cell phone system (AMPS), CDMA provides 20 times the capacity. Unlike other digital systems that use TDMA, which divides the spectrum into different time slots, CDMA's spread spectrum technique overlaps every transmission on the same carrier frequency by assigning a unique code to each conversation. After the voice converts to digital signals, CDMA spreads the data stream over the full 1.25MHz bandwidth of the CDMA channel, coding each stream separately so it can be decoded at the receiving end. The rate of the spreading signal is known as the "chip rate", as each bit in the spreading signal is called a "chip". All voice conversations use the full bandwidth at the same time. One bit from each conversation is multiplied into 128 coded bits by the spreading techniques.
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Compared to GSM, the CDMA technology delivers better spectral efficiency, better voice quality, lower dropped calls, and better power management - leading to enhanced battery life and longer talk time.
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ADVANTAGES AND DISADVANTAGES OF CDMA TECHNOLOGY
ADVANTAGES: 1. Sim card is not required. 2. Superior voice clarity. 3. It supports more number of users at the same time. 4. Soft hand-off is possible. 5. Cheaper in terms of capital expenditure. 6. It is secure. 7. Low radiation as transmission happens only when the conversation starts.
DISADVANTAGES
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1. Average power consumption is more because of higher channel. 2. Channel width is much more compared to GSM because of multiplication of the code. 3. When two users are using the mobile at the same time one near to the base station and the other farther then the frequency of the near user will be clear and loud, whereas the one away will have problems. 4. Battery life is less compared to GSM network.
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OBJECTIVES OF THE STUDY
The objectives of the study is to provide how Reliance Infocomm captured the market or in simple terms Business Operations of Reliance Infocomm with respect to the following ? Dhirubhai Ambani Pioneer Offer ? Service – Connectivity, Coverage and Quality of voice and Data ? Lead Time and Delivery Time ? Price and Initial Investment ? Dealer, OTC, WebWorld and Customer Care Service ? Warranty, Insurance and Finance Terms ? Handset and its features ? R-World and other value added services ? Satisfaction level of ex-GSM users to Reliance Mobile with respect to their previous connection
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The survey not only analysed the satisfaction levels among the present customers, but also generated a lot of interested and prospective customers for Reliance Infocomm.
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HYPOTHESIS DEVELOPED
Based on the information collected from the websites, telecom journals and pilot survey the following hypothesis was developed. • Customers who think initial investment or cost is the key criteria to buy a mobile phone may be satisfied with Reliance Mobile • Customers who look for value added services or internet connection from a mobile phone may be satisfied with Reliance Mobile • Customers who require SMS and roaming facility as key service may not be satisfied with Reliance Mobile • Customers (Ex-GSM users) for whom coverage is the key criteria to select a mobile phone may not be satisfied with Reliance Mobile • Customers who are technology savvy and know the advantages of CDMA technology over TDMA or GSM technology will be satisfied with Reliance Mobile
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ALTERNATIVES GENERATED
? If Customers satisfaction level is more than 90% then it is concluded as customers are satisfied or a desirable response is obtained ? If Customers satisfaction level is between 50% & 90% then it is concluded as customers are dissatisfied or service level has to be improved ? If Customers satisfaction level is less than 50% then it is concluded as poor service
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DATA COLLECTION Data Sources
The information collected for the exploratory study of this research was from the secondary data source – database regarding the customers profile from Gandhi Baazar and Bank Colony OTC. Also some of the information needed for the study was also collected from WebWorlds, websites and telecom journals. Primary data were collected both by interviewing customers through telephone and by person. Design of Sample For the survey indexed sequential sampling technique was used and every 20 th customer was picked from the database of OTC for interview. Sample Profile
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During the process of data collection, 506 respondents were interviewed with the help of a questionnaire. 37% of respondents were businessmen, 1% were professionals, 17% were self employed, 33% were salaried professional, 5% were salaried nonprofessional, 3% were students and 4% were house wives and retired people.
Design of data collection forms The data collection was carried out with the help of a questionnaire and designed to collect information regarding the satisfaction level of customers to the following: • DAPO • Reliance Terms and Conditions • Connectivity • Coverage • Clarity • Service Level • Call Related Features • Handset Features • Value Added Services • Ex-GSM users comparison Their interest to Reliance Mobile in future was also captured. The questionnaire was designed using dichotomous questions, structured and unstructured questions. The satisfaction levels of customers were indicated on a fivepoint scale where 1- for completely dissatisfied and 5- for completely satisfied.
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Psychographic and demographic information were also captured to help the researcher to analyse the data.
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DATA ANALYSIS
Overall Satisfaction to Reliance Mobile The overall satisfaction to Reliance Mobile gives a clear picture to Reliance Infocomm about their service level. To make the analysis easy completely satisfied and satisfied are combined together and completely dissatisfied and dissatisfied are combined together.
Completely Dissatisfied 8% 10% Dissatisfied 12%
s 17%
53%
Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied
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Fig. 12.1 The survey has revealed that about 60% of the customers were satisfied with Reliance Mobile, 22% were dissatisfied and 17% were neither satisfied nor dissatisfied.
EX-GSM USERS
To know whether the customer was first time user or not, the survey has captured this information from the customer. The survey has also captured his/her previous connection and the handset he/she used.
39% 61%
User Non User
Fig. 12.2 The analysis shows that 61.3% of the customers used GSM mobile phones before using Reliance Mobile.
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Reliance Infocomm has bundled both connection (service) and instrument (handset) together and has marketed the product. So it is important for them to know Ex-GSM users previous connection and handset and satisfaction to Reliance Mobile with respect to the corresponding one. The analysis shows that ? 70% of Ex-GSM users used AirTel connection ? 20% of Ex-GSM users used Spice connection ? 75% of Ex-GSM users used Nokia handsets ? 8% of Ex-GSM users used Motorola handsets ? 8% of Ex-GSM users used Samsung handsets
? 18% of Ex-GSM users were satisfied with Reliance Mobile when compared to their previous connection, 50% were dissatisfied and the rest found no change ? 30% of Ex-GSM users were satisfied with Reliance Mobile when compared to their previous handset, 30% were dissatisfied and the rest found no change
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DHIRUBHAI AMBANI PIONEER OFFER (DAPO)
Price is one of the basic determinants in the buying decision of a customer.
Completely Dissatisfied 7% 5% 6% 24% Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied
58%
Fig. 12.3
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The analysis shows that 58% of the customers were satisfied with DAPO, 11% were dissatisfied and the rest were confused.
RELIANCE MOBILE TERMS AND CONDITIONS
As the post dated cheques and three years locking no longer exists, most of the customers are satisfied with warranty and insurance terms.
2% 7% 3% 33% Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Completely Dissatisfied Dissatisfied
55%
Fig. 12.4
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More than 62% of the customers were satisfied with Reliance terms, 5% of the customers were dissatisfied and others were unaware of the exact terms and unable to answer.
DELIVERY TIME AND LEAD TIME
To reduce lead-time and delivery time, Reliance Infocomm has introduced OTCs (over the counter stores) across Bangalore where Reliance Mobile is delivered immediately when once customer submits the necessary documents.
2% 7% 2% 33% 56% Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied
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Fig. 12.5 More than 62% of the customers were satisfied with delivery time, 5% of the customers were dissatisfied and others did not answer.
INTEREST IN REPEAT PURCHASE
As TRAI is changing rules and regulations, all telecom players are continuously changing their tariff plan. So it is difficult for the customers to decide upon his/ her telecom investment. Most of the customers have taken wait and watch stand and are waiting for the situation to stabilize.
14% Interested Not Interested 86%
Fig. 12.6
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CLARITY AND CALL DROP
Voice is the basic service that Reliance Infocomm has offered to its subscribers. So clarity is one of the most important factor that would affect the satisfaction level of the customers.
Completely Dissatisfied 5% 13% Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied
40% 17%
25%
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Fig. 12.7 Around 45% of the customers were satisfied with clarity and call drops, 40% were dissatisfied and the rest did not comment.
COVERAGE
Customers require mobile phone only because they must be accessible wherever they are. Without good coverage Reliance Mobile will not serve the basic purpose of a mobile phone.
Completely Dissatisfied 4% 11% 18% 42% 25% Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied
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Fig. 12.8 Analysis shows that around 45% of the customers were satisfied with coverage, 30% were dissatisfied and the rest did not comment.
CALL RELATED AND HANDSET FEATURES
Today, there is a wide range of a variety of handsets to choose from. Customers can choose an appropriate selection to suit their pocket and features.
3% 10% 3% 27%
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied
57%
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Fig. 12.9 70% of the customers were satisfied with the instrument features. Only 6% were not comfortable with the features and others had no complaints.
RING TONES AND VOLUME LEVEL
Even though ring tones and volume level are not the key factors that affect customers satisfaction, care must be taken to provide pleasant and melodious ring tones.
Completely Dissatisfied
10%
4%
6% 20%
Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied
60%
Fig. 12.10
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Only 10% of the customers were dissatisfied and others were more or less satisfied with the ring tones and volume level.
HANDSET
Most of the CDMA 3G handsets comes with lithium ion battery weighs only about 160gms (approx.) with 16 poly orchestral sounds.
Completely Dissatisfied Dissatisfied
9% 34%
5%
10%
Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied
42%
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Fig. 12.11 Only 40% of the customers were satisfied with LG handset as it was heating up quickly.
CUSTOMER CARE SERVICE
CRM is the most important activity in any service industry. Customers want to clarify their queries without waiting. Care must be taken to increase the efficiency of handling customers queries and reduce their waiting time. This is an important source of feedback for the company.
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15%
4%
18% 7%
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied
56%
Completely Satisfied
Fig. 12.12 Around 20% of the customers were dissatisfied with the customer care service as they felt that the waiting time was long. Only 15% of the customers were satisfied with the service and the rest had not used it.
AGE GROUP
Around 70% of the customers fall in the age group 25 years to 45 years.
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11% 24%
2%
17%
18 - 25 Years 25 - 30 Years 30 - 35 Years 26% 35 - 45 Years 45 - 60 Years >60 Years
20%
Fig. 12.13
OCCUPATION
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Businessmen and Salaried Professional constitute to 72% of the total population. SelfEmployed customers are usually the traders and contractors. They constitute to 18% of the population. These three categories put together constitute to 90% of the total population.
Self Employed Professional
3% 4% 5% 33%
17% 1%
Business Salaried Professional Salaried Nonprofessional Student House Wife & Retired
37%
Fig. 12.14
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FINDINGS
? 22% of the customers have complained about call drops, echo & clarity. ? 27% of the customers have complained about handset heating problem. ? 15% of the customers were confused with the tariff plan of Reliance Mobile. ? 15% of the customers have complained that demo was not given to them properly and they were not aware of most of the facilities that Reliance provides. ? Customers need a flexible scheme to exchange their existing LG handset. ? Ring Tones 1 and 2 have soft and melodious voice & customers need more ring tones of this kind. (Similar to Nokia handset ring tones) ? Volume level in some of the handsets was very high. This may be due to high power that was transmitted from handset to the cell site.
? Majority of the customers have replied that it has taken more than 10 minutes to speak to customer care executives. Customers have also complained that they do not receive proper answer from customer care executives and they got contradictory answers each time they call up customer care service. Customers were not happy with the way they got answers from WebWorld executives. Also customers require the assistance to be available in local language.
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? Numbers starting from 7…. and some numbers of Touchtel were not getting connected from Reliance Mobile. ? Emergency numbers and enquiry numbers of BSNL and pager numbers were not accessible from Reliance Mobile. But now emergency and pager numbers are accessible. ? Customers have complained regarding coverage in the following areas: Kanakapura, Hoskote, Sarjapur Road, Banashankari 3rd stage, Nelamangala, Jigani, Kengeri, Yelahanka, Bomasandra Industrial Estate, Rajarajeshwari Nagar, ITPL, Electronic city, Whitefield, etc ? 15% of the customers want roaming & SMS service as a key service. They were unaware of TSS service. ? Some of the customers have not received the SMS sent from Reliance Infocomm. ? For few of the customers (1.5%) handsets were getting muted or switched off thrice a week. ? Customers were confused with the timer or clock, which switches ON when any outgoing call in made. ? Customers have complained that LG handset screens were delicate.
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? When it rained signal strength was week for few of the customers. ? For few of the customers, signal and clarity were bad when they travelled. ? Even though Majority of the customers were happy with the call related features, some felt that it was difficult to retrieve the missed calls. ? Customers were unaware of the used minutes for a particular month. R-world (RBilling) and customer care representatives were not able to help them regarding this issue. Also R-bill does not work in reliance website. ? Database error: A corporate customer was registered by a different names & address. ? Even now some of the dealers / POS / WebWorlds use the old brochures which mention 40/min as find price.
? More than 40% of the Ex-GSM users were using prepaid connection and need a lower end tariff plan. ? Some customers have complained that Reliance Mobile is a long time commitment, which no longer exists. ? Some of the customers have complained that the procedure to buy Reliance Mobile was lengthy.
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? Customers have complained that Reliance Web page was not attractive and interactive. ? Some of the customers were very much satisfied with the value added services and have concluded Reliance Mobile as entertainment media. ? Some of the customers required temporary suspension facility, which other service provider’s offer.
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CONCLUSION
On the basis of the analysis made and inferences drawn, the conclusion is that customers are not completely satisfied with Reliance Infocomm’s overall service level. More than 70% of the customers are satisfied with Reliance terms, delivery time, DAPO and handset features. But majority of the customers are dissatisfied with coverage, connectivity, clarity, customer care service and handset. Also 15% of the customers are confused with the tariff plan. As Reliance is in service industry, it has to improve upon the above aspects to become the market leader.
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RECOMMENDATION
? Handset heating up may be due to - Handset design - High Mobile Transmission power If this power is kept at 0.2 watts that are ideal, then the heating problem may reduce but the coverage will shrink. This problem has to be addressed immediately because customers are reducing the call duration time, which implies that Reliance Infocomm is loosing revenue on call duration. ? Call Drops may occur due to improper (soft) handoff, FER - frame error rate or poor coverage. This was to be addressed by the technical team. ? If a new tower is put up, the neighbouring towers should be properly defined in it. So the technical team has to constantly monitor this with Lucent Technology Ltd team members. Also priority list has to be given for handoff. ? Handset heating may be due to the handset design or if the mobile transmission power is high. If this power is optimised then the heating problem may reduce but coverage may come down. ? To give choice of ring tones to customers, ring tones in R-World should be changed at regular intervals.
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? Volume level in the handset may become normal if the mobile transmission power is optimised. ? At present it takes less than 3 minutes to speak to customer care executives but customers perception is different. This has to be changed with the help of DAEs, WebWorlds and media. ? As Majority of the customers want customer care assistance to be available in local language, Reliance Infocomm must provide the assistance in local language. ? As customers care executives are not able to reply to customers properly, they need to be trained properly. Also if a separate team in customer care can handle network related issues, then this will help Reliance Infocomm to get proper feed back from the customers. ? Also the customer care executives must take information like RIM number, called party name, date and time and area from where customer has made the call for those customers who complained about connectivity. ? BSNL has to open all their levels so that numbers starting with 7… are accessible from Reliance Mobile.
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? Customers are not able to call some specific Touchtel & BSNL numbers. This may be because some new exchanges may not have given permission or provision in their switch to access to Reliance Mobile. ? Reliance Infocomm should have tie-up with BSNL to access BSNL internal Numbers. ? As dealers have false promised about coverage and COW (cell on wheels) facility, customers have complained about coverage problem outside Bangalore SDCA (short distance calling area). They have to be communicated properly and informed about the actual time it with take to provide service in Bangalore rural and other SDCAs. ? Customers have to be informed through SMS about the date on which their cheque would be presented to the bank. ? Customers should be informed that the timer in their handset is different from the actual billing meter, which is located at the switch.
? As customers are demanding for the tariff plan to be published in media, Reliance Infocomm has to advertise the tariff plan is media immediately. Also the tariff plan has to be put in website, which the customers can access. It costs Rs 197800 to advertise in Times of India for a quarter page advertisement in fifth page. In Deccan Herald it costs 99000. Keeping these costs in mind, Reliance has to advertise in media, which will be important information to the customers.
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? As some of the customers have informed that demo was not given to them properly and they are not completely aware of all the features of handset, demo camp should be arranged in potential areas, which will get new prospects or subscribers for the company. ? Not many are aware of the handset exchange scheme, which is offered by Reliance Infocomm. This has to be communicated to the customers.
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LIMITATIONS OF THE STUDY
The study was carried out under time constraint of 42 days and so the data collected was based on a small sample size of 500 numbers, which represents about less than 1% of the total subscribers in Bangalore. The external validity of this study is limited to only about 70 percent. The opinion given by the target customers may vary with the passage of time. At the time of survey there were roaming, SMS, clarity, coverage and connectivity issues, which were to be addressed. After six months the results of this survey will no longer be valid, as these issues will be addressed.
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LIST OF ABBREVIATIONS
CDMA TDMA GSM SDCA LDCA STD ISD IUC CUG TSS TRAI COW SMS MMS DAPO DAE POS OTC BSNL MBps Mbps Code Division Multiple Access Time Division Multiple Access Global System for mobile Communication Short Distance Calling Area Long Distance Charging Area Subscriber Trunk Dialling International Subscriber Dialling Interconnect User Charge Closed User Group Temporary Subscriber Service Telecom Regulatory Authority of India Cell On Wheels Short Messaging Service Multimedia Messaging Service Dhirubhai Ambani Pioneer Offer Dhirubhai Ambani Entrepreneur Point of Sale Over the Counter Bharat Sanchar Nigam Limited Mega Bytes Per Second Mega Bits Per Second
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RF Hz MHz 3G
Radio Frequency Hertz Mega Hertz 3rd Generation
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Appendix Sample Questionnaire
Questionnaire No:
Customer Satisfaction Survey
1. What is your level of satisfaction to the following items? (1 – Completely Dissatisfied, 2 – Dissatisfied, 3 – Neither dissatisfied nor satisfied, 4 – Satisfied, 5 – Completely Satisfied) DAPO Connectivity Coverage Price Finance Terms Warranty Terms Insurance Terms Lead Time & Delivery Time Dealer Service OTC Service Buildings City Coverage Basements 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 Clarity Call Drops Interference Quality of Voice 1 --- 2 --- 3 --- 4 --- 5 1 1 1 1 --------2 2 2 2 --------3 3 3 3 --------4 4 4 4 --------5 5 5 5
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WebWorld Service Customer Care Service Call Related Phone Book Sound Display Setup Security Organizer Instrument R-World Battery Life Charger Aesthetics Memory Space Directory Features Ease to Use Handset Weight Handset R-Menu Multimedia Games Reset R-Menu Font Size Back Light LCD Contrast Wallpaper Menu Style Sequencing Volume Ring Tone
1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5
Features Call History 1 --- 2 --- 3 --- 4 --- 5 Missed Call Retrieval 1 --- 2 --- 3 --- 4 --- 5 Fast Dialing 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 1 1 1 1 1 ------------2 2 2 2 2 2 ------------3 3 3 3 3 3 ------------4 4 4 4 4 4 ------------5 5 5 5 5 5
1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 --- 2 --- 3 --- 4 --- 5 1 1 1 1 1 1 1 1 1 1 1 1 ------------------------2 2 2 2 2 2 2 2 2 2 2 2 ------------------------3 3 3 3 3 3 3 3 3 3 3 3 ------------------------4 4 4 4 4 4 4 4 4 4 4 4 ------------------------5 5 5 5 5 5 5 5 5 5 5 5
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2. Your overall satisfaction to RIM
1 --- 2 --- 3 --- 4 --- 5 YES / NO
3. Did you use any GSM mobile before using RIM? ( If NO skip to Q4 )
3a. If YES, which connection(s) did you use prior to RIM? • • • • • Airtel Spice Hutch BSNL Others please specify
3b. What is your level of satisfaction to RIM with respect to your previous connection? ( 1 – Significantly Worse, 2 – Worse, 3 – Neither worse nor better, 4 – Better, 5 – Significantly better ) 1 --- 2 --- 3 --- 4 --- 5 3c. Which handset did you use prior to LG CDMA mobile phone? (Please specify the model number also) • • • • • • • • • • Nokia Motorola Sony Ericcson Siemens Panasonic Alcatel Samsung LG BPL Others please specify
3d. What is your level of satisfaction to LG CDMA mobile phone with respect to your previous handset? ( 1 – Significantly Worse, 2 – Worse, 3 – Neither worse nor better, 4 – Better, 5 – Significantly better ) 1 --- 2 --- 3 --- 4 --- 5 - Page 69 -
4. These are some of the factors that may influence you while you decide to buy a mobile phone connection. Indicate your level of importance for each item. ( 1 – Not at all important, 2 – Unimportant, 3 – Neither important nor unimportant, 4 – important, 5 – very important ) Initial Investment Tariff Plan Price Finance Connectivity Coverage Quality of Voice Reliability Roaming Messaging Delivery Time After Sales Service Customer Care Service Brand Name Data Transfer Rate Value Added Services Others please specify 5. Personal Information Name: Age in Years: >60 <18 / 18 – 25 / 25 – 30 / 30 – 35 / 35 – 45 / 45 – 60 / 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 ----------------------------------2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 ----------------------------------3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 ----------------------------------4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 ----------------------------------5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5
Sex: Male / Female RIM No.: Month in which RIM was provided: March / April
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Occupation: 1. 2. 3. 4. 5. 6. 7. 8. Self-Employed - Tradesman / others Professional – Doctor / Lawyer / CA / Architect / others Businessman Salaried Professional Salaried Non Professional Student House Wife or Retired Others please specify
Income Group (Individual monthly income): <5,000 / 5,00010,000 / 10,000-20,000 / 20,000-30,000 / 30,00050,000 / >50,000 6. Are you planning to buy any more RIM? Yes / No If Yes, how many …………… and when ……………….. 7. Your valuable suggestions for Reliance Infocomm 1. ………………………………………………………………………………….……………. ……………………………………………………………………………………………….………….… 2……………………………………………..…………………………………………………. ………………………………………………………………………………………………………..….. 3……………………………………………………………………………………..…………. ………………………………………………………………………………………………………….... 8. Complaints if any……………………………………………………………………………. ……………………………………………………………………………………………………………………… ……………………………………………………………………………………………………………………… ……………………………………………………………………………..
Thank you for your co-operation
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FREQUENCY TABLES
TABLE 19.1 : OVERALL SATISFACTION TO RIM
Overall Satisfaction to RIM Frequency Valid Percent Cumulative Percent Completely Dissatisfied 50 9.9 9.9 Dissatisfied 62 12.3 22.1 Neither Dissatisfied Nor Satisfied 86 17 39.1 Satisfied 267 52.8 91.9 Completely Satisfied 41 8.1 100 Total 506 100
TABLE 19.2 : EX-GSM USERS
Ex-GSM Users User Non User Total Frequency Valid Percent Cumulative Percent 310 61.3 61.3 196 38.7 100 506 100
TABLE 19.3 : EX-GSM CONNECTION
Ex-GSM Connection Non User Airtel Spice Hutch BSNL Others Total Frequency Valid Percent Cumulative Percent 195 38.5 38.5 216 42.7 81.2 59 11.7 92.9 18 3.6 96.4 17 3.4 99.8 1 0.2 100 506 100
TABLE 19.4 : Ex-GSM Users Satisfaction to RIM
Ex-GSM Users Satisfaction to RIM Frequency Valid Percent Cumulative Percent Non User 195 38.5 38.5
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Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total
67 86 103 50 5 506
13.2 17 20.4 9.9 1 100
51.8 68.8 89.1 99 100
TABLE 19.5: Ex-GSM Handset
: Ex-GSM Handset Non Users Nokia Motorola Sony Ericcson Siemens Panasonic Samsung Others Total Frequency Valid Percent Cumulative Percent 195 38.5 38.5 234 46.2 84.8 23 4.5 89.3 14 2.8 92.1 5 1 93.1 12 2.4 95.5 21 4.2 99.6 2 0.4 100 506 100
TABLE 19.6 : EX-GSM USERS SATISFACTION TO LG CDMA HANDSET
Ex-GSM Users Satisfaction to LG CDMA Handset Frequency Valid Percent Cumulative Percent Non User 192 37.9 37.9 Completely Dissatisfied 32 6.3 44.3 Dissatisfied 58 11.5 55.7 Neither Dissatisfied Nor Satisfied 123 24.3 80 Satisfied 86 17 97 Completely Satisfied 15 3 100 Total 506 100
TABLE 19.7 : SATISFACTION TO DAPO
Satisfaction to DAPO Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 26 5.1 5.1 30 5.9 11.1 121 292 37 506 24 57.8 7.1 100 35 92.9 100
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TABLE 19.8 : SATISFACTION TO CLARITY
Satisfaction to Clarity Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 67 13.3 13.3 124 24.6 37.8 86 201 28 506 17 39.8 5.3 100 54.9 94.7 100
TABLE 19.9 : SATISFACTION TO CALL DROPS
Satisfaction to Call Drops
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 70 13.9 13.9 134 26.5 40.4 86 189 27 506 16.8 37.4 5.3 100 57.2 94.7 100
TABLE 19.10 : SATISFACTION TO INTERFERENCE
Satisfaction to Interference Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 70 13.7 13.7 135 26.7 40.4 87 187 27 506 17.2 37 5.3 100 57.6 94.7 100
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TABLE 19.11 : SATISFACTION TO QUALITY OF VOICE
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 69 13.5 13.5 117 23.2 36.6 89 204 27 506 17.6 40.4 5.3 100 54.3 94.7 100
TABLE 19.12 : SATISFACTION TO BUILDING COVERAGE
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 54 10.7 10.7 91 17.8 28.5 126 217 18 506 25 43 3.6 100 53.5 96.4 100
TABLE 19.13 : SATISFACTION TO CITY COVERAGE
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 51 10.1 10.1 93 18.4 28.5 127 218 17 506 25.1 43 3.4 100 53.7 96.6 100
TABLE 19.14 : SATISFACTION TO BASEMENT COVERAGE
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 55 10.9 10.9 92 18.2 29.1 127 213 19 506 25.1 42.2 3.6 100 54.3 96.4 100
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TABLE 19.15 : SATISFACTION TO RIM TERMS
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 11 2.2 2.2 14 2.8 5 166 280 35 506 32.9 55.4 6.7 100 37.8 93.3 100
TABLE 19.16 : SATISFACTION TO RIM DELIVERY
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 11 2.2 2.2 10 2 4.2 169 278 38 506 33.5 54.9 7.5 100 37.6 92.5 100
TABLE 19.17 : SATISFACTION TO CUSTOMER CARE
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 41 8.1 8.1 35 6.9 15 284 127 19 506 56.2 25 3.8 100 71.3 96.2 100
TABLE 19.18 : SATISFACTION TO CALL RELATED FEATURES
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Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total
Frequency Valid Percent Cumulative Percent 15 3 3 15 3 5.9 135 289 52 506 26.7 57 10.3 100 32.7 89.7 100
TABLE 19.19 : SATISFACTION TO PHONE BOOK
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 7 1.4 1.4 20 4 5.3 135 295 49 506 26.7 58.2 9.7 100 32.1 90.3 100
TABLE 19.20 : SATISFACTION TO HANDSET VOLUME
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 18 3.6 3.6 29 5.7 9.3 100 310 49 506 19.8 61.4 9.5 100 29.1 90.5 100
TABLE 19.21 : SATISFACTION TO RING TONES
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 14 2.8 2.8 27 5.3 8.1 101 313 51 506 20 62 9.9 100 28.1 90.1 100
TABLE 19.22 : SATISFACTION TO HANDSET DISPLAY
Completely Dissatisfied Frequency Valid Percent Cumulative Percent 7 1.4 1.4
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Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total
14 139 289 57 506
2.6 27.5 57.2 11.3 100
4 31.5 88.7 100
TABLE 19.23 : SATISFACTION TO HANDSET FEATURES
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 9 1.8 1.8 14 2.8 4.6 205 243 35 506 40.6 48.1 6.7 100 45.1 93.3 100
TABLE 19.24 : SATISFACTION TO BATTERY LIFE
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 18 3.6 3.6 36 7.1 10.7 116 294 42 506 23 58.2 8.1 100 33.7 91.9 100
TABLE 19.25 : SATISFACTION TO LG HANDSET
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Satisfied Completely Satisfied Total Frequency Valid Percent Cumulative Percent 26 5.1 5.1 49 9.7 14.9 114 272 45 506 22.6 53.9 8.7 100 37.4 91.3 100
TABLE 19.26 : SATISFACTION TO R-WORLD
Completely Dissatisfied Dissatisfied Neither Dissatisfied Nor Satisfied Frequency Valid Percent Cumulative Percent 19 3.8 3.8 43 8.5 12.3 368 72.9 85.1
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Satisfied Completely Satisfied Total
72 4 506
14.3 0.6 100
99.4 100
TABLE 19.27 : AGE GROUP
Frequency 18 - 25 25 - 30 30 - 35 35 - 45 45 - 60 >60 Total Valid Percent 85 134 101 123 54 9 506 Cumulative Percent 16.8 26.5 20 24.3 10.7 1.8 100 16.8 43.3 63.2 87.5 98.2 100
TABLE 19.28 : OCCUPATION
Self Employed Professional Business Salaried Professional Salaried Non-professional Student House Wife & Retired Total Frequency Valid Percent Cumulative Percent 84 16.6 16.6 4 0.8 17.4 189 37.4 54.7 169 33.4 88.1 27 5.3 93.5 15 3 96.4 18 3.6 100 506 100
TABLE 19.29 : INCOME
0 < 5000 5000 - 10000 10000 - 20000 20000 - 30000 30000 - 50000 > 50000 Total Frequency Valid Percent Cumulative Percent 17 3.4 3.4 13 2.6 5.9 50 9.9 15.8 140 27.7 43.6 172 34.1 77.6 85 16.8 94.5 29 5.5 100 506 100
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TABLE 19.30 : INTERESTED TO BUY MORE RIM
Frequency Interested Not Interested Total Valid Percent Cumulative Percent 69 13.7 13.7 437 86.3 100 506 100
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BIBLIOGRAPHY
Books Referred • CDMA RF Engineering Guidelines by Samuel C Yang • Research for Marketing Decision – Green and Tull • Handbook for Writers and Editors by S Srinivas Rao
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• Stastics by Examples by Terry Sincich • Stastics for Management by Levin and Rubin
Websites www.rcom.co.in www.ril.com www.tatateleservices.com www.howcdmaworks.com www.cdg.org
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