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A Project Report On Criteria of Selection and Consumer Satisfaction on Mobile Telecommunication Service provider

2012-13 PGP-GBM

Submitted byManish Kumar Lodha PGP-GBM IInd Sem. M00103

Submitted toMr. Jitendra Sharma Professor (Marketing Research)

XCELLON INSTITUTE SCHOOL OF BUSINESS 22/23, Shrimali Society, Opp. Navrangpura Police Station, Navrangpura, Ahmedabad-380009
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ACKNOWLEDGEMENT
No task can be achieved alone. It took many special people to facilitate and support it. Hence, I would like to acknowledge all for their valuable support and convey my humble gratitude. I would like to thank Mr. Jitendra Sharma (Professor, Xcellon Institute School of Business ,AHMEDABAD.) without whose direction and guidance with constructive comments and encouragement throughout the interview. Mr. Sharma valuable advice, remarks and discipline insured that I was constantly on my feet. I am very thankful to him for provide support, knowledge about practical experience, which I got from him.
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Manish Kumar Lodha

Contents
Chapter No.
1. 2. 3. 4. 5. 6. Introduction Research Objective Research Methodology Data Analysis Bibliography Annexure 4-16 17-18 19-20 21-70 71-71 72-75

Name

Page No.

Introduction
History of Telecommunication Industry
The history of telecommunication industry started with the first public demonstration of Morses electric telegraph, Baltimore to Washington in 1844. In 1876 Alexander Graham Bell filed his patent application and the first telephone patent was issued to him on 7th of March. In 1913, telegraph was popular way of communication. AT&T commits to dispose its telegraph stocks and agreed to provide long distance connection to independence telephone system. In 1956, the final judgment limited the Bell System to Common Carrier Communications and Government projects but preserving the long-standing relationships between the manufacturing, researches and operating arms of the Bell System. In this judgment AT&T retained bell laboratories and Western Electric Company. This final judgment brought to a close the justice departments seven year-old antitrust suit against AT&T and Western Electric which sought separation of the Bell Systems Manufacturing from its operating and research functions. AT&T was still controlling the telecommunication industry. In 1982 , AT&T was requested to divestiture its stock ownership in Western Electric; termination of exclusive relationship between AT&T and Western Electric; divestiture by Western Electric of its fifty percent interest in Bell Telephone Laboratories, AT&T s telecommunication research and development facility, is a jointly owned subsidiary in which AT&T and Western Electric each own 50% of the stock; separation of telephone manufacturing from provision of telephone service and the compulsory licensing of patents owned by AT&T on a non-discriminatory basis. It was telecommunication act of 1996 that true competition was allowed. The act of 1996 opened the market to all competitors. AT&T being the first telecommunication company paved the road for the telecommunication industry as well as set the policy and standards for others to follow.

Beginning of telecommunication in India 1851 First operational land lines were laid by the government near Calcutta 1881 Telephone services introduced in India 1883 Merger with postal system 1923 Formation of Indian radio Telegraph Company
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1932 Merger of ETC and IRT into Indian Radio and Cable Communication Company 1947 Nationalization of all foreign telecommunication companies to form the posts, telephone and telegraph, a monopoly run by the governments ministry of communications 1985 Department of telecommunication established , an exclusive provider of domestic and long-distance services that would be its own regulator 1986 Conversion of dot into two wholly government owned companies the VSNL for

international telecommunication and MTNL for services in metropolitan areas 1997 Telecom regulatory authority created Telecommunication is important not only because of its role in bringing the benefits of communication to every corner of India but also in serving the new policy objectives of improving the global competitiveness of the Indian economy and stimulating and attracting foreign direct investment. Indian Telecom industry is one of the fastest growing telecom markets in the world. In telecom industry, service providers are the main drivers; whereas equipment manufacturers are witnessing growth and decline in successive quarters as sales is dependent on order undertaken by the companies. At 861.48 million connections in April 2011' Indian Telecom Industry' is the third largest and fastest growing in the world. According to Cellular Operators' Association of India (COAI), the GSM cellular subscriber base has reached to 590.19 million in May 2011 from 580.66 million at the end of April 2011. There were 826.93 million total wireless subscribers (including GSM and CDMA) in the country at the end of April 2011. As per projections, wireless telephony will continue to fuel growth in the Indian telecom industry with mobile subscribers base in India is expected to reach 1.159 billion by 2013. The wireless technologies currently in use in ' Indian Telecom Industry ' are Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA). There are primarily 11 GSM and 5 CDMA operators providing mobile services in 22 telecommunication circles, covering more than 2000 towns and cities across the country. Among leading mobile operators in India include Bharti Telecom with 19.88% market share, followed by Reliance with 16.80%, Vodafone with 16.59%, Idea Cellular with 11.16%, state owned BSNL with 11.05%,

TATA with 10.8%, Aircel with 6.79%, and all others accounting for just about 6.93% of market share. Over the last 5 years, nine out of every ten new telephone connections have been wireless. Consequently, wireless now accounts over 95% of the total telephone subscriber base, as compared to only 40% in 2003. And the numbers are still growing for 'Indian Telecom Industry '. ' Telecom Industry in India ' is regulated by 'Telecom Regulatory Authority of India' (TRAI). It has earned good reputation for transparency and competence. Three types of players exists in Telecom Industry in India community. State owned companies like - BSNL and MTNL. Private Indian owned companies like - Reliance Infocomm and Tata Teleservices. Foreign invested companies like - Hutchison-Essar, Bharti Tele-Ventures, Escotel, Idea Cellular, BPL Mobile, Spice Communications etc. The ' Indian Telecom Industry ' services is not confined to basic telephone but it also extends to internet, broadband (both wireless and fixed), cable TV, SMS, IPTV, soft switches etc. The bottlenecks for ' Indian Telecom Industry ' are: Slow reform process. Low penetration. Service providers bears huge initial cost to make inroads and achieving break-even is difficult. Huge initial investments. Limited spectrum availability and interconnection charges between the private and state operators. The Government Broadband Policy 2004, had a target to create 9 million broadband connections and 18 million internet connections in 2007. Broadband subscription reached 12.01 million in April 2011.' Indian Telecom Industry ' is currently expected to contribute nearly 1% to India's GDP which is heartening and estimated to grow further and brighten the ' Scenario of Indian Telecom Industry

Major Telecommunication Servise Provider Companies in India


Reliance Communications
started its operations in 1999 and is under the Anil Dhirubhai Ambani Group (ADAG) of companies. The company Reliance Communications Limited has been set up with the aim of providing communication and information to people at affordable price. The company Reliance Communications business includes the whole range of services related to the telecom sector such as fixed line telephones and mobiles. The business of the company also includes services like broadband, data services, international and national long distance services. Reliance Communications also provides to its customers a wide range of value added applications and services. The company is able to provide such a vast range of services to its customers for it has a high- capacity, reliable, convergent, and integrated digital network.

The Company Reliance Communications Limited in order to provide the best quality of services to its customers laid down 60,000 kilometers of optic fiber all across India. The company launched the Reliance Mobile services in December 2002 and this has helped to increase the subscriber base of the company. The company Reliance Communications Limited's subscriber base has increased a lot over the years and at present stands at 38 million. The company provides telecommunication services to individuals and enterprises. Reliance Communications Company has become the leading telecommunication integrated company in India and the chairman of the company is Anil Ambani. Reliance Communications Company's total revenue amounted to ` 35, 260 million in 2005- 2006 and the next year, this figure stood at ` 45, 785 million. The net profit of the company amounted to ` 7, 023 million and the next year, this figure increased to ` 13, 046 million. This shows that the company Reliance Communications Limited's total revenue and net profit has registered a significant growth in one year. The company is listed on the Bombay Stock Exchange and National Stock Exchange. The company Reliance Communications Limited added a record number of subscribers in December 2006 that is 1.4 million. The company Reliance Communications Limited's market capitalization reached the top with` 1 lakh crore on the

Bombay Stock Exchange in February 2007. The company has bagged the E- Governance project of the West Bengal government in May 2007. The company Reliance Communications has won the Frost and Sullivan Market Leadership Award in October 2005 and also the CDMA Industry Achievement Award for International Leadership in October 2004. This shows that Reliance Communications has been doing very good work that has been recognized by the industry. And this is the reason that the company has received so many awards.

Bharti Airtel
one of the topmost companies in the telecom sector in India and is under the Bharti Enterprises Group. Airtel Bharti has been ranked as the best performance company in the whole world by the Business Week magazine in 2007. The Company Bharti Airtel is in India the biggest integrated and also the 1st telephone service provider in the private sector, which has footprint in around 23 telecom circles. Bharti Airtel Limited has been since its very beginning using the latest technology and thus the company has paved the way for the telecom sector in India with its world-class services and products. This has helped Bharti Airtel Company to grow for the number of its customers has increased very rapidly over the years. The company has around 50 million customers in 2007 and its market share of mobile subscribers in India is at 23.4%. The company Bharti Airtel Limited's total revenue amounted to ` 12,242 crore in 2006- 2007 and the net profit stood at ` 3,126 crore. The Company Bharti Airtel is divided into 3 business units that are: Broadband & Telephone (B&T) services Enterprise services Mobile services

Among the various services that the Bharti Airtel Limited Company provides to its customers, the services of broadband and telephone (B&T) are 1 of them. The company provides broadband Internet services of high speed for it has the best network in India. The company Bharti Airtel also provides telephone services in around 94 cities of the country and this helps the people to stay connected with one another. The company plans to expand its broadband and telephone
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services by providing IPTV services and DTH operations. Further Bharti Airtel provides enterprise services to its customers. The company Bharti Airtel Limited provides mobile services to its customers. The company provides fixed and mobile wireless services in around 23 telecom circles by using the GSM technology. Bharti Airtel Company has become the biggest mobile service provider in India on the basis of the number of customers. The company in the future plans to expand its network in order to establish its presence in more than 500,000 villages all across the country by 2010. Bharti Airtel has become a leading company in the telecom sector in India due to the fact that it has provided the best quality of services to its customers. And this has been possible for the company has a wide telecom network that is of the latest technology. The Company Bharti Airtel Limited in the future also should continue to upgrade its facilities for this will ensure that high grade of services are provided to its customers.

Vodafone Essar
started its operations in India in 1994 and is under the Vodafone Group. The company Vodafone Essar Limited has become one of the leading companies in the telecom sector in India due to its high standard of services that it provides to its customers. The company Vodafone Essar has its operations in 16 telecom circles of the country, which covers around 86% of the customer mobile base in India. The company offers both postpaid and prepaid GSM cellular mobile coverage all across India and its hold is especially strong in the metropolitan cities. The company Vodafone Essar Limited provides services like 2G, which are based on 1800Mhz and 900Mhz GSM digital technology. The company Vodafone Essar also offers voice and data services. Vodafone Essar Limited has received many awards over the years such as the Best Mobile Service in India, Most Effective and Most Creative Advertiser of the Year, and Most Respected Telecom Company. The company Vodafone Essar Limited's chairman is Asim Ghosh, vice chairman is Arun Sarin, and non- executive chairman is Ravi Ruia. The Vodafone Essar subscriber bases in the cities of India are: Kolkata - 1,632,875 Mumbai - 2,989,970
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Delhi - 3,002,442 Chennai - 981,996

The company Vodafone Essar Limited plans to spend more than ` 250 crore in launching low price cell phones in India. The company's objective in doing this is to bring in millions of cheap mobile handsets from around the world into the country and then sell them under the Vodafone brand name in order to maximize sales. It is expected that the company Vodafone Essar Limited will price the handsets in the range of ` 666, ` 999, and ` 888. In this way the company expects to attract new customers and thus expand its customer base that stands at 35 million in 2007. Vodafone Essar is one of the topmost companies in the telecom sector in India and is well known for the best quality of products and services offered to its customers. And this is the reason that the customer base of the company Vodafone Essar Limited has been increasing at a very rapid pace. The company is planning to launch low price cell phones in the country and also expand its operations. This is sure to help the company Vodafone Essar to grow and prosper even more in the future.

Aircel
The Aircel Group is a result of alliance between Maxis Communications Berhad of Malaysia (74% equity) and Sindya Securities & Investments Private Limited (26% equity).

Aircel commenced operations in 1999 and became the leading mobile operator in Tamil Nadu within 18 months. In December 2003, it launched commercially in Chennai and quickly established itself as a market leader - a position it has held since.

Aircel began its outward expansion in 2005 and met with unprecedented success in the Eastern frontier circles. It emerged a market leader in Assam and in the North Eastern provinces within 18 months of operations. Now, the company has completed rollout in all 23 telecom circles including Chennai, Tamil Nadu, Assam, North East, Orissa, Bihar, Jammu & Kashmir, Himachal Pradesh, West Bengal, Kolkata, Kerala, Andhra Pradesh, Karnataka, Delhi, UP(West), UP(East), Maharashtra & Goa , Mumbai, Haryana , Madhya Pradesh, Punjab, Gujarat and Rajasthan.
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Aircel has won many awards and recognitions. Voice and Data gave Aircel the highest rating for overall customer satisfaction and network quality in 2006. Aircel emerged as the top mid-size utility company in Businessworld's 'List of Best Mid-Size Companies' in 2007. Additionally, Tele.net recognised Aircel as the best regional operator in 2008. With over 50 million happy customers in the country, Aircel is a full-fledged national operator

IDEA Cellular
IDEA Cellular is a publicly listed company, having listed on BSE & NSE in March 2007. It is the 3rd largest mobile services operator in India with wireless revenue market share at 13.9 % in Q1 FY2012. Idea has join the select global operators club servicing over 100 million subscribers, as of September 2011. Idea is a pan-India integrated GSM operator and has its own NLD and ILD operations, and ISP license.

With traffic in excess of a billion minutes a day, Idea ranks among the Top 10 country operators in the world. Idea operates across all 22 service areas with 2G services, and 3G services are being progressively rolled out to cover over 3,000 towns by FY 2012.

Idea has a network of over 70,000 cell sites covering the entire length and breadth of the country. Idea has over 3,000 Service Centres servicing Idea subscribers across the country, including 450 special Experience Zones for 3G promotion. Ideas service delivery platform is ISO 9001:2008 certified, making it the only operator in the country to have this standard certification for all 22 service areas and the corporate office. Ideas strong growth in the Indian telephony market comes from its deep penetration in nonurban & rural markets. It has the highest share of rural subscribers as a percentage of total subscribers, amongst other GSM players. In fact, 2 out of every 3 new Idea subscribers come from rural/ semi-urban India.

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Idea is the winner of The Emerging Company of the Year Award at The Economic Times Corporate Excellence Awards 2009. IDEA Cellular also received the prestigious Avaya GlobalConnect Award for being the Most Customer Responsive Company in the Telecom sector in the year 2010. The company has received several other national and international recognitions for its path-breaking innovations in mobile telephony products & services. It won the GSM Association Award for Best Billing and Customer Care Solution for 2 consecutive years. It was awarded Mobile Operator of the Year Award India for 2007 and 2008 at the Annual Asian Mobile News Awards. IDEA Cellular is an Aditya Birla Group Company, Indias first truly multinational corporation. The group operates in 33 countries, and is anchored by more than 132,000 employees belonging to 42 nationalities.

Tata Teleservices
Tata Teleservices was set up in 1996 and is under the Tata Group, which is a group worth around US$ 22 billion and has more than 96 companies. The company Tata Teleservices Limited has been formed with an investment of around US$ 7.5 billion. The company Tata Teleservices has helped the Tata Group to have a strong presence in the telecom sector in India and the chairman of the company is Mr. Ratan N. Tata. The company was the 1st company in the country to launch the CDMA mobile services within the state of Andhra Pradesh. Tata Teleservices Limited offers various kinds of telephone services to its customers such as wireless desktop phones, wire line services, mobile services, and public booth telephony. Further the company also offers other services like value added services such as roaming, group calling, voice portal, data cards, Internet post paid services, 3- way conferencing, enterprise services, USB modem, Wi- Fi Internet, and calling card services. Tata Teleservices Company provides certain other products to its customers like new data and voice services which include picture messaging, ring tones, polyphonic, and interactive applications. The company pioneered the CDMA technology in the country and has reliable infrastructure that ensures the quality services received by the customers. The Company Tata
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Teleservices Limited has provided only high quality services to its customers and this has helped the company to become a market leader in the telephony fixed wireless market. The total subscriber base of Tata Teleservices is more than 3.8 million.

Tata Teleservices Limited launched the scheme of non-stop mobile that allows a subscriber to receive incoming calls free of cost. The company has become the biggest telecom branded retail chain and is also the 1st telecom service provider in India that offers postpaid mobile connections on line.

BSNL
Bharat Sanchar Nigam Ltd. was incorporated on 15th september 2000 . It took over the business of providing of telecom services and network management from the erstwhile Central Government Departments of Telecom Services (DTS) and Telecom Operations (DTO), with effect from 1st October 2000 on going concern basis.It is one of the largest & leading public sector units providing comprehensive range of telecom services in India.

BSNL has installed Quality Telecom Network in the country & now focusing on improving it, expanding the network, introducing new telecom services with ICT applications in villages & winning customer's confidence. Today, it has about 43.74 million line basic telephone capacity, 8.83 million WLL capacity, 72.60 million GSM capacity, 37,885 fixed exchanges, 68,162 GSM BTSs, 12,071 CDMA Towers, 197 Satellite Stations, 6,86,644 RKm. of OFC, 50,430 RKm. of microwave network connecting 623 districts, 7330 cities/towns & 5.8 lakhs villages .

BSNL is the only service provider, making focused efforts & planned initiatives to bridge the rural-urban digital divide in ICT sector. In fact there is no telecom operator in the country to beat its reach with its wide network giving services in every nook & corner of the country & operates across India except New Delhi & Mumbai. Whether it is inaccessible areas of Siachen glacier or North-Eastern regions of the country, BSNL serves its customers with a wide bouquet of telecom

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services namely Wireline, CDMA mobile, GSM mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP, IN Services, FTTH, etc. BSNL has set up a world class multi-gigabit, multi-protocol convergent IP infrastructure that provides convergent services like voice, data & video through the same Backbone & Broadband Access Network. At present there are 8.09 million broadband customers. The company has vast experience in planning, installation, network integration & maintenance of switching & transmission networks & also has a world class ISO 9000 certified Telecom Training Institute. During the 2010-11, turnover of BSNL is around Rs. 29,700 Crores.

MTNL
Established in 1986 by the Government of India, MTNL is the largest player in the Telecom sector. MTNL has successfully converted its telephone exchange network to the digital mode system Having a customer base of more than 6 million, MTNL has showed a growth of over 30% during financial year 2005-06. At present Government of India has 52.25% stake in the company whose paid up capital amounts to Rs 6300 million. After achieving the highest position in the fixed line telephone services, MTNL has also come up with the mobile services under the name of Trump and Garuda. MTNL customer base also enjoys the 1 Rs. call scheme for Delhi-Mumbai long distance calls Mahanagar Telephone Nigam Limited popularly known as MTNL is an India-based telecommunication service providing company. MTNL operates under the guardianship of the Ministry of Communication, Government of India and Department of Telecommunication, Government of India. Mahanagar Telephone Nigam Limited operates according to the telecommunication policy laid as per the Indian Telecommunication Acts and Rules. MTNL enjoyed virtual market monopoly till the end of the year 2000 Mahanagar Telephone Nigam Limited operates in two major metro cities of India, Mumbai and Delhi and this giant telecommunication company enjoyed complete market leadership till the

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aforesaid time. With the entry of private players in the cities of Mumbai and Delhi, Mahanagar Telephone Nigam Limited lost its market monopoly. Competitive tariff schemes and lightening fast services are the main strengths of these private players and they took away with a major chunk of Mahanagar Telephone Nigam Limited market share of subscribers. This led to lowering of tariff by the Mahanagar Telephone Nigam Limited. This gigantic telecommunication company of India has grown in leaps and bounds and it offers seamless service to its customers. This Indian telecommunication company is one of the market leaders in the Indian telecommunication industry and enjoys market dominance in the area of basic telephony, rural telephony and Internet connection. Further, it has gain tremendous popularity due to its competitive pricing of tariffs

Virgin Mobile
Virgin is a leading branded venture capital organisation and is one of the most recognised and respected brands across the globe. Conceived in 1970 by Sir Richard Branson, Virgin Group has grown successfully in businesses sectors ranging from mobile telephony to transportation, travel, financial services, media, music and fitness. Virgin has created more than 300 branded companies worldwide, employing approximately 50,000 people, in 30 countries. Global branded revenues in 2009 exceeded 11.5 billion (approx. US$18 billion). Virgin believes in making a difference. It stands for value for money, quality, innovation, fun and a sense of competitive challenge. We deliver a quality service by empowering our employees and we facilitate and monitor customer feedback to continually improve the customer's experience through innovation. Born in 2008, Virgin Mobile is a young yet principled brand. We assure our customers get quality, value for money, brilliant customer service, innovation, competitiveness and fun all at the same time. But this doesnt stop it from talking to its prime audience, the youth. Available in GSM and CDMA, Virgin Mobile comes from the famous Virgin Group thats a part of the Tata Teleservices Group in India

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Uninor
Uninor is a young mobile operator in India. We are part of the Telenor Group, one of the worlds largest mobile telecom companies Uninor offers affordable mobile services to communities across India Our services are commercially available in 13 circles across India, which together account for over 900 million people or 75% of Indias population Telenor Group holds a majority stake in Uninor of 67.25%, and has invested Rs 14,000 Crore in establishing and running Uninor operations Our vision is simple yet powerful: We exist to help our customers get the full benefit of communication services in their daily lives. Were here to help We have established a set of principles to guide us in everything we do. We will make it easy to buy and use our services, we will deliver on our promises, we will inspire our customers and we will be respectful of differences. Make it easy Keep promises Be inspiring Be respectful It is easy to make our business complex. We strive to make things simple. We make products that are easy to understand and choose. We make things happen quickly, simply and openly We do what we say. Were about delivery, not over promising. We know that actions speak louder than words. We look for the most practical and efficient way to help and we anticipate and act on issues before they develop into problems We are passionate about business and our customers. We aspire to bring energy and fresh ideas to our services and our customer relationships. We build motivated teams and encouraging everyone staff and customers to do more, to try more, and to be more

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

The main objective of the study is:


To understand consumer buying behavior while selecting mobile telecommunication service provider To understand consumer satisfaction and dissatisfaction with respect to service of mobile telecommunication service provider To identify problem areas of various mobile telecommunication service provider To understand preference in mobile telecommunication service provider selection

Research Limitation
Limitations of the Study
Carrying the survey was a general learning experience for us but we also faced some problems, which are listed here:

The market of Telecommunication is too vast and it is not possible to cover each and every costumer in the available short span of time. Generally the respondents were busy in their work and were not interested in responding rightly. Respondents were reluctant to discover complete and correct information about themselves and their organization. Most respondents were not maintaining proper knowledge of various services provided by their company, so they were unable to provide exact information. Most of the respondents dont want to disclose the information about the various other companies which they have experienced before.
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Some of the respondents were using the service first time of their company and they were not able to properly differentiate among their product. Due to human behavior information may be biased.

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Research Methodology
Research Definition
The word research is derived from the Latin word meaning to know. It is a systematic and a replicable process, which identifies and defines problems, within specified boundaries. It employs well-designed method to collect the data and analyses the results. It disseminates the findings to contribute to generalize able knowledge. The main characteristics of research presented below are: Systematic problem solving which identifies variables and tests relationships between them, Collecting, organizing and evaluating data. Logical, so procedures can be duplicated or understood by others Empirical, so decisions are based on data collected Reductive, so it investigates a small sample which can be generalized to a larger population Replicable, so others may test the findings by repeating it. Discovering new facts or verify and test old facts. Developing new scientific tools, concepts and theories, this would facilitate to take decision. For the proper analysis of data simple statistical techniques such as percentage were use. It helps in making more generalization from the data available. The data which will be collected from a sample of population was assumed to be representing entire population was interest. Demographic factors likeage, income and educational background was used for the classification purpose.

Sources of Data
SOURCES OF DATA
The study undertaken there to be mainly based on the primary data i.e. structured questionnaire is designed. The study also contains secondary data i.e. data from authenticated websites for the latest updates just to gain an insight for the views of various experts.

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METHODOLOGY & PRESENTATION OF DATA


The data collected is then coded in the tables to make the things presentable and more effective. The results are shown by tables which will help me out in easy and effective presentation and hence results are being obtained.

TOOLS AND TECHNIQUES USED FOR ANALYSIS


In this study the technique used for interpreting the results is ANOVA. It is used as because sample size is 80.

Sampling Design
RESEARCH DESIGN
The design for this study is Exploratory and Random sampling

Collection Method
DATA COLLECTION The data is collected randomly irrespective of the category of the people in the form of questionnaire and the sample size is 80 respondents. Because it is a pilot study and due to time constraint the sample size is small.

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Data Analysis
Data Analysis and Interpretation

Q.1 :- Which company sim card do you have in your mobile phone ? Particular Airtel BSNL Vodafone Aircel Tata Virgin Mobile Reliance BPL MTNL Idea Uninor No. of Respondents 25 9 17 4 6 0 13 0 0 3 3

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Respondents
30 25 20 15 10 5 0 9 4 6 3 0 0 0 3 Respondents 17 13 25

Interpretation :- As the area of the study is in Ahmedabad, where the market leader is Airtel. Thats why majority of the questionnaire I got filled by Airtel. Above data analysis shows that majority of the market that is approximately 50% is covered by two market leaders Airtel and vodafone. Minor is Reliance.

Q.2 :- What kind of sim card do you use ? No. of Particular Respondent
Post -Paid Pre-Paid 10 70

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No. of Respondent
10

Post -Paid Pre-Paid

70

Interpretation :- Above data shows that most of the respondents in the area have pre-paid connections. And I got only 12.5% questionnaire filled by post-paid users.

Q.3 :- Which category of sim card do you use? No. of Particular Respondent
GSM CDMA 75 5

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No. of Respondent
5

GSM CDMA

75

Interpretation :-

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

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

Q.4 :- From how many years you are using the services of current mobile telecommunication provider? Particular
Less than 1 year 1 year - 3 year 3 year - 5 year more than 5 year

No. of Respondent
7 36 25 12

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No. of Respondent
40 35 30 25 20 15 10 5 0 Less than 1 year 1 year - 3 year 3 year - 5 year more than 5 year No. of Respondent

Interpretation :- Above data shows that most of the respondents in the area used their connection in between 1 year - 3 year.

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


STD ISD Local

No. of Respondent
27 2 51

No. of Respondent

27

STD ISD

51

Local 2

25

Interpretation :- Above data shows that most of the respondents in the area make Local call. And approximate 33% user make STD calls. ISD call maker is very less.

Q.6 :- What are the criteria have considered at time of selecting current telecommunication service provider? Particulars Network Call rates Recharge facility Internet connectivity & rates Internet speed Schemes and offer Advertising SMS rates Valu added service Strongly agree Neithe agree or Agree disagree 41 35 22 51 31 42 20 21 16 11 23 8 36 35 42 38 27 16 Strongly Disagree disagree 3 0 4 3 6 1 17 17 19 27 25 43 6 6 3 4 5 10

1 0 0 1 1 0 0 0 3

60 50 40 30 20 10 0 Strongly agree Agree Neithe agree or disagree Disagree Strongly disagree

H0 = Network is equally important in various age group at the time of selecting current telecommunication service H1 = Network is equally not important in various age group at the time of selecting current telecommunication service
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Groups 20-40 40 & ABOVE

Count 4 66 10

Sum 19 296 44

Average 4.75 4.484848 4.4

Variance 0.25 0.345921 0.266667

ANOVA Source of Variation SS df Between Groups 0.352652 2 Within Groups 25.63485 77 Total 25.9875 79

MS

P-value

F crit

0.176326 0.529634 0.59095 3.115366 0.33292

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

H0 = Network is equally important in male & female at the time of selecting current telecommunication service H1 = Network is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count 68 12 Sum 309 50 Average 4.544118 4.166667 Variance 0.311457 0.333333

ANOVA Source of Variation SS Between Groups 1.453186 Within Groups 24.53431 Total 25.9875

df 1 78 79

MS 1.453186 0.314542

F 4.62

P-value 0.034701

F crit 3.963472

Interpretation :- Hypothesis is rejected as Network is equally not important in male & female at the time of selecting current telecommunication service
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H0 = Network is equally important in various income level at the time of selecting current telecommunication service H1 = Network is equally not important in various income level at the time of selecting current telecommunication service Groups Less 200000 200000500000 More 500000 Count than 68 10 than 2 9 4.5 0.5 302 48 4.441176 0.339772 4.8 0.177778 Sum Average Variance

ANOVA Source of Variation SS df Between Groups 1.122794 2 Within Groups 24.86471 77 Total 25.9875 79

MS

P-value

F crit

0.561397 1.738511 0.18261 3.115366 0.322918

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

H0 = Network is equally important in various education level at the time of selecting current telecommunication service H1 = Network is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count 19 28 33 Sum 85 124 150 Average 4.473684 4.428571 4.545455 Variance 0.263158 0.328042 0.380682

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ANOVA Source of Variation SS df Between Groups 0.211697 2 Within Groups 25.7758 77 Total 25.9875 79

MS

P-value

F crit

0.105848 0.316201 0.729855 3.115366 0.334751

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

H0 = Network is equally important in various profession at the time of selecting current telecommunication service H1 = Network is equally not important in various profession at the time of selecting current telecommunication service Groups Business Service Study House wife Count 67 21 20 3 Sum 302 95 87 12 Average 4.507463 4.52381 4.35 4 Variance 0.314337 0.361905 0.45 0

ANOVA Source of Variation SS df Between Groups 1.105276 3 Within Groups 36.53436 107 Total 37.63964 110

MS

P-value

F crit

0.368425 1.079025 0.361246 2.68949 0.341443

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

29

H0 = Call rates is equally important in various age group at the time of selecting current telecommunication service H1 = Call rates is equally not important in various age group at the time of selecting current telecommunication service Groups Below 20 20-40 40 & above Count 4 66 10 Sum 17 276 39 Average 4.25 4.181818 3.9 Variance 0.25 0.52028 0.1

ANOVA Source of Variation SS Df Between Groups 0.731818 2 Within Groups 35.46818 77 Total 36.2 79

MS

P-value

F crit

0.365909 0.794374 0.455532 3.115366 0.460626

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

H0 = Call rates is equally important in male & female at the time of selecting current telecommunication service H1 = Call rates is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count 68 12 Sum Average Variance 282 4.147059 0.455663 50 4.166667 0.515152

ANOVA Source of Variation SS Df Between Groups 0.003922 1 Within Groups 36.19608 78

MS

P-value

F crit

0.003922 0.008451 0.926991 3.963472 0.464052


30

Total

36.2

79

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

H0 = Call Rates is equally important in various income level at the time of selecting current telecommunication service H1 = Call Rates is equally not important in various income level at the time of selecting current telecommunication service Groups Less 200000 200000500000 500000 above Count than 68 10 & 2 7 3.5 4.5 283 42 4.161765 0.406277 4.2 0.4 Sum Average Variance

ANOVA Source of Variation SS Df Between Groups 0.879412 2 Within Groups 35.32059 77 Total 36.2 79

MS

P-value

F crit

0.439706 0.958573 0.387967 3.115366 0.458709

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

H0 = Call rates is equally important in various profession at the time of selecting current telecommunication service H1 = Call rates is equally not important in various profession at the time of selecting current telecommunication service

31

Groups Business service Study House wife

Count 36 21 20 3

Sum 151 89 81 11

Average 4.194444 4.238095 4.05 3.666667

Variance 0.218254 0.790476 0.576316 0.333333

ANOVA Source of Variation SS Df Between Groups 1.134921 3 Within Groups 35.06508 76 Total 36.2 79

MS

P-value

F crit

0.378307 0.819942 0.486848 2.724944 0.461383

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

H0 = Call rates is equally important in various education level at the time of selecting current telecommunication service H1 = Call rates is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count 19 28 33 Sum 78 116 138 Average 4.105263 4.142857 4.181818 Variance 0.210526 0.571429 0.528409

ANOVA Source of Variation SS Df Between Groups 0.072864 2 Within Groups 36.12714 77 Total 36.2 79

MS

P-value

F crit

0.036432 0.07765 0.469184

0.925361 3.115366

32

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

H0 = Recharge facility is equally important in various age group at the time of selecting current telecommunication service H1 = Recharge facility is equally not important in various age group at the time of selecting current telecommunication service SUMMARY Groups below 20 20-40 40 & above

Count 4 66 10

Sum 19 281 43

Average 4.75 4.257576 4.3

Variance 0.25 0.440326 0.455556

ANOVA Source of Variation SS Df Between Groups 0.916288 2 Within Groups 33.47121 77 Total 34.3875 79

MS

P-value

F crit

0.458144 1.053953 0.353531 3.115366 0.434691

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

H0 = Recharge facility is equally important in male & female at the time of selecting current telecommunication service H1 = Recharge facility is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count 68 12 Sum Average Variance 293 4.308824 0.425593 50 4.166667 0.515152

33

ANOVA Source of Variation SS df Between Groups 0.206127 1 Within Groups 34.18137 78 Total 34.3875 79

MS

P-value

F crit

0.206127 0.470371 0.49485 3.963472 0.438223

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

H0 = Recharge facility is equally important in various income level at the time of selecting current telecommunication service H1 = Recharge facility is equally not important in various income level at the time of selecting current telecommunication service Groups Less 200000 200000500000 500000 above Count than 68 10 & 2 9 4.5 0.5 289 45 4.25 4.5 0.429104 0.5 Sum Average Variance

ANOVA Source of Variation SS Between Groups 0.6375 Within Groups 33.75 Total

df 2 77

MS

P-value

F crit

0.31875 0.727222 0.486538 3.115366 0.438312

34.3875 79

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

34

H0 = Recharge facility is equally important in various education level at the time of selecting current telecommunication service H1 = Recharge facility is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count 19 28 33 Sum 84 119 140 Average 4.421053 4.25 4.242424 Variance 0.368421 0.342593 0.564394

ANOVA Source of Variation Between Groups Within Groups Total

SS 0.445315 33.94219 34.3875

Df 2 77 79

MS 0.222657 0.440808

F 0.505113

P-value 0.605423

F crit 3.115366

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

H0 = Recharge facility is equally important in various profession at the time of selecting current telecommunication service H1 = Recharge facility is equally not important in various profession at the time of selecting current telecommunication service Groups Business Service Study House wife Count 36 21 20 3 Sum 160 93 79 11 Average 4.444444 4.428571 3.95 3.666667 Variance 0.253968 0.357143 0.681579 0.333333

ANOVA Source of Variation Between Groups Within Groups

SS 4.739087 29.64841

Df 3 76

MS 1.579696 0.390111

F 4.049353

P-value 0.010011

F crit 2.724944

35

Total

34.3875

79

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

H0 = Internet connectivity and rates is equally important in various age group at the time of selecting current telecommunication service H1 = Internet connectivity and rates is equally not important in various age group at the time of selecting current telecommunication service Groups below 20 20-40 40 & above Count 4 66 10 Sum 17 253 38 Average 4.25 3.833333 3.8 Variance 0.25 0.941026 0.622222

ANOVA Source of Variation SS df Between Groups 0.683333 2 Within Groups 67.51667 77 Total 68.2 79

MS

P-value

F crit

0.341667 0.389657 0.678617 3.115366 0.87684

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

H0 = Internet connectivity and rates is equally important in male & female at the time of selecting current telecommunication service H1 = Internet connectivity and rates is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count 68 12 Sum Average Variance 266 3.911765 0.827919 42 3.5 1
36

ANOVA Source of Variation SS Df Between Groups 1.729412 1 Within Groups 66.47059 78 Total 68.2 79

MS

P-value

F crit

1.729412 2.029381 0.158272 3.963472 0.852187

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

H0 = Internet connectivity and rates is equally important in various income level at the time of selecting current telecommunication service H1 = Internet connectivity and rates is equally not important in various income level at the time of selecting current telecommunication service Groups Less 200000 200000500000 500000 above Count than 68 10 & 2 5 2.5 0.5 261 42 3.838235 0.854039 4.2 0.622222 Sum Average Variance

ANOVA Source of Variation SS df Between Groups 4.879412 2 Within Groups 63.32059 77 Total 68.2 79

MS

P-value

F crit

2.439706 2.966766 0.057383 3.115366 0.822345

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

37

H0 = Internet connectivity and rates is equally important in various education level at the time of selecting current telecommunication service H1 = Internet connectivity and rates is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count 19 28 33 Sum 68 113 127 Average 3.578947 4.035714 3.848485 Variance 0.701754 0.850529 0.945076

ANOVA Source of Variation SS df Between Groups 2.361711 2 Within Groups 65.83829 77 Total 68.2 79

MS

P-value

F crit

1.180856 1.381049 0.257469 3.115366 0.855043

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

H0 = Internet connectivity and rates is equally important in various profession at the time of selecting current telecommunication service H1 = Internet connectivity and rates is equally not important in various profession at the time of selecting current telecommunication service Groups Business service Study House wife Count 36 21 20 3 Sum 139 84 77 8 Average 3.861111 4 3.85 2.666667 Variance 0.580159 0.9 1.292105 0.333333

ANOVA Source Variation Between

of SS df 4.677778 3 MS F P-value F crit 1.559259 1.865547 0.142561 2.724944


38

Groups Within Groups Total

63.52222 76 68.2 79

0.835819

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

H0 = Internet speed is equally important in various age group at the time of selecting current telecommunication service H1 = Internet speed is equally not important in various age group at the time of selecting current telecommunication service Groups below 20 20-40 40 & above Count 4 66 10 Sum 18 253 38 Average 4.5 3.833333 3.8 Variance 0.333333 0.941026 0.622222

ANOVA Source of Variation SS df Between Groups 1.720833 2 Within Groups 67.76667 77 Total 69.4875 79

MS

P-value

F crit

0.860417 0.97765 0.880087

0.380814 3.115366

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

H0 = Internet speed is equally important in male & female at the time of selecting current telecommunication service H1 = Internet speed is equally not important in male & female at the time of selecting current telecommunication service Groups Count Sum Average Variance
39

Male Female

68 12

267 42

3.926471 0.845259 3.5 1

ANOVA Source of Variation SS df Between Groups 1.855147 1 Within Groups 67.63235 78 Total 69.4875 79

MS

P-value

F crit

1.855147 2.13953 0.867081

0.147564 3.963472

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

H0 = Internet speed is equally important in various education level at the time of selecting current telecommunication service H1 = Internet speed is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count 19 28 33 Sum 67 110 132 Average 3.526316 3.928571 4 Variance 0.818713 0.883598 0.875

ANOVA Source of Variation SS Df Between Groups 2.893515 2 Within Groups 66.59398 77 Total 69.4875 79

MS

P-value

F crit

1.446758 1.672829 0.194464 3.115366 0.864857

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

40

H0 = Internet speed is equally important in various income level at the time of selecting current telecommunication service H1 = Internet speed is equally not important in various income level at the time of selecting current telecommunication service Groups Less 200000 200000500000 500000 above Count than 68 10 & 2 7 3.5 0.5 259 43 3.808824 0.903205 4.3 0.677778 Sum Average Variance

ANOVA Source of Variation SS Df Between Groups 2.372794 2 Within Groups 67.11471 77 Total 69.4875 79

MS

P-value

F crit

1.186397 1.361141 0.262466 3.115366 0.87162

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

H0 = Internet speed is equally important in various profession at the time of selecting current telecommunication service H1 = Internet speed is equally not important in various profession at the time of selecting current telecommunication service Groups Business service Study House wife Count 36 21 20 3 Sum 137 85 78 9 Average 3.805556 4.047619 3.9 3 Variance 0.73254 0.547619 1.463158 1

41

ANOVA Source of Variation SS df Between Groups 3.09623 3 Within Groups 66.39127 76 Total 69.4875 79

MS

P-value

F crit

1.032077 1.181448 0.322483 2.724944 0.873569

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

H0 = Schemes and offers is equally important in various profession at the time of selecting current telecommunication service H1 = Schemes and offers is equally not important in various profession at the time of selecting current telecommunication service Groups Business service Study House wife Count 36 21 20 3 Sum 138 80 82 11 Average 3.833333 3.809524 4.1 3.666667 Variance 0.542857 0.761905 0.515789 0.333333

ANOVA Source of Variation SS Df Between Groups 1.282738 3 Within Groups 44.70476 76

MS

P-value

F crit

0.427579 0.726903 0.539065 2.724944 0.588221

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

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

42

H1 = Schemes and offers is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count 68 12 Sum Average Variance 263 3.867647 0.53446 48 4 0.909091

ANOVA Source of Variation SS Df Between Groups 0.178676 1 Within Groups 45.80882 78 Total 45.9875 79

MS

P-value

F crit

0.178676 0.304238 0.582815 3.963472 0.587293

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

H0 = Schemes and offers is equally important in various education level at the time of selecting current telecommunication service H1 = Schemes and offers is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count 19 28 33 Sum 72 106 133 Average 3.789474 3.785714 4.030303 Variance 0.397661 0.544974 0.717803

ANOVA Source of Variation SS df Between Groups 1.145623 2 Within Groups 44.84188 77 Total 45.9875 79

MS

P-value

F crit

0.572811 0.9836 0.582362

0.378611 3.115366

43

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

H0 = Schemes and offers is equally important in various income level at the time of selecting current telecommunication service H1 = Schemes and offers is equally not important in various income level at the time of selecting current telecommunication service Groups Less 200000 200000500000 500000 above Count than 68 10 & 2 9 4.5 0.5 262 40 3.852941 0.575066 4 0.666667 Sum Average Variance

ANOVA Source of Variation SS Df Between Groups 0.958088 2 Within Groups 45.02941 77 Total 45.9875 79

MS

P-value

F crit

0.479044 0.819162 0.444605 3.115366 0.584798

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

H0 = Schemes and offers is equally important in various age group at the time of selecting current telecommunication service H1 = Schemes and offers is equally not important in various age group at the time of selecting current telecommunication service Groups below 20 20-40 40 & above Count 4 66 10 Sum 16 259 36 Average 4 3.924242 3.6 Variance 0.666667 0.624942 0.266667
44

ANOVA Source of Variation SS Df Between Groups 0.966288 2 Within Groups 45.02121 77 Total 45.9875 79

MS

P-value

F crit

0.483144 0.826323 0.441498 3.115366 0.584691

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

H0 = Advertisingis equally important in various profession at the time of selecting current telecommunication service H1 = Advertisingis equally not important in various profession at the time of selecting current telecommunication service Groups Business Service Study House wife Count 36 21 20 3 Sum 133 74 78 11 Average 3.694444 3.52381 3.9 3.666667 Variance 0.389683 0.661905 0.936842 0.333333

ANOVA Source of Variation SS df Between Groups 1.456349 3 Within Groups 45.34365 76 Total 46.8 79

MS

P-value

F crit

0.48545 0.813657 0.490243 2.724944 0.596627

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

45

H0 = Advertising is equally important in male & female at the time of selecting current telecommunication service H1 = Advertising is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count 68 12 Sum Average Variance 250 3.676471 0.610184 46 3.833333 0.515152

ANOVA Source of Variation SS Df Between Groups 0.25098 1 Within Groups 46.54902 78 Total 46.8 79

MS

P-value

F crit

0.25098 0.420556 0.518564 3.963472 0.596782

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

H0 = Advertising is equally important in various education level at the time of selecting current telecommunication service H1 = Advertising is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count 19 28 33 Sum 68 101 127 Average 3.578947 3.607143 3.848485 Variance 0.25731 0.765873 0.632576

ANOVA Source of Variation SS Df Between Groups 1.247425 2 Within Groups 45.55257 77

MS

P-value

F crit

0.623713 1.054296 0.353413 3.115366 0.591592


46

Total

46.8

79

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

H0 = Advertising is equally important in various income level at the time of selecting current telecommunication service H1 = Advertising is equally not important in various income level at the time of selecting current telecommunication service Groups Less 200000 200000500000 500000 above Count than 68 10 & 2 7 3.5 0.5 253 36 3.720588 0.562555 3.6 0.933333 Sum Average Variance

ANOVA Source of Variation SS Df Between Groups 0.208824 2 Within Groups 46.59118 77 Total 46.8 79

MS

P-value

F crit

0.104412 0.172559 0.841834 3.115366 0.60508

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

H0 = Advertising is equally important in various age group at the time of selecting current telecommunication service H1 = Advertising is equally not important in various age group at the time of selecting current telecommunication service

47

Groups below 20 20-40 40 & above

Count 4 66 10

Sum 17 246 33

Average 4.25 3.727273 3.3

Variance 0.25 0.632168 0.233333

ANOVA Source of Variation SS Df Between Groups 2.859091 2 Within Groups 43.94091 77 Total 46.8 79

MS

P-value

F crit

1.429545 2.505069 0.088306 3.115366 0.570661

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

H0 = SMS rates is equally important in various profession at the time of selecting current telecommunication service H1 = SMS rates is equally not important in various profession at the time of selecting current telecommunication service Groups Business Service Study House wife Count 36 21 20 3 Sum 135 80 83 10 Average 3.75 3.809524 4.15 3.333333 Variance 0.65 0.661905 1.397368 0.333333

ANOVA Source of Variation SS df Between Groups 2.995238 3 Within Groups 63.20476 76 Total 66.2 79

MS

P-value

F crit

0.998413 1.200532 0.315381 2.724944 0.831642

48

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

H0 = SMS rates is equally important in male & female at the time of selecting current telecommunication service H1 = SMS rates is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count 68 12 Sum Average Variance 260 3.823529 0.774363 48 4 1.272727

ANOVA Source of Variation SS Df Between Groups 0.317647 1 Within Groups 65.88235 78 Total 66.2 79

MS

P-value

F crit

0.317647 0.376071 0.541497 3.963472 0.844646

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

H0 = SMS ratesis equally important in various education level at the time of selecting current telecommunication service H1 = SMS rates is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count 19 28 33 Sum 65 105 138 Average 3.421053 3.75 4.181818 Variance 0.701754 0.712963 0.840909

ANOVA
49

Source of Variation SS df Between Groups 7.40933 2 Within Groups 58.79067 77 Total 66.2 79

MS

P-value

F crit

3.704665 4.852117 0.01036 3.115366 0.763515

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

H0 = SMS rates is equally important in various income level at the time of selecting current telecommunication service H1 = SMS rates is equally not important in various income level at the time of selecting current telecommunication service Groups Less 200000 200000500000 500000 above Count than 68 10 & 2 8 4 2 261 39 3.838235 0.883889 3.9 0.544444 Sum Average Variance

ANOVA Source of Variation SS Df Between Groups 0.079412 2 Within Groups 66.12059 77 Total 66.2 79

MS

P-value

F crit

0.039706 0.046239 0.95484 3.115366 0.858709

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

50

H0 = SMS rates is equally important in various age group at the time of selecting current telecommunication service H1 = SMS rates is equally not important in various age group at the time of selecting current telecommunication service Groups below 20 20-40 40 & above Count 4 66 10 Sum 18 256 34 Average 4.5 3.878788 3.4 Variance 0.333333 0.908159 0.266667

ANOVA Source of Variation SS Df Between Groups 3.769697 2 Within Groups 62.4303 77 Total 66.2 79

MS

P-value

F crit

1.884848 2.324726 0.104639 3.115366 0.810783

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

H0 = Value added service is equally important in various profession at the time of selecting current telecommunication service H1 = Value added serviceis equally not important in various profession at the time of selecting current telecommunication service Groups Business Service Study House wife Count 36 21 20 3 Sum 107 68 75 6 Average 2.972222 3.238095 3.75 2 Variance 0.542063 0.690476 1.039474 1

ANOVA Source Variation Between

of SS df 12.26825 3 MS F P-value F crit 4.089418 5.699355 0.001421 2.724944


51

Groups Within Groups Total

54.53175 76 66.8 79

0.717523

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

H0 = Value added service is equally important in male & female at the time of selecting current telecommunication service H1 = Value added service is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count 68 12 Sum Average Variance 215 3.161765 0.645083 41 3.416667 2.083333

ANOVA Source of Variation SS df Between Groups 0.662745 1 Within Groups 66.13725 78 Total 66.8 79

MS

P-value

F crit

0.662745 0.781619 0.379364 3.963472 0.847914

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

H0 = Value added serviceis equally important in various education level at the time of selecting current telecommunication service H1 = Value added service is equally not important in various education level at the time of selecting current telecommunication service

52

Groups Under graduate Graduate Post graduate

Count 19 28 33

Sum 53 83 120

Average 2.789474 2.964286 3.636364

Variance 0.953216 0.332011 0.926136

ANOVA Source of Variation SS df Between Groups 11.04146 2 Within Groups 55.75854 77 Total 66.8 79

MS

P-value

F crit

5.520728 7.623873 0.000953 3.115366 0.724137

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

H0 = Value added service is equally important in various income level at the time of selecting current telecommunication service H1 = Value added service is equally not important in various income level at the time of selecting current telecommunication service Groups Less 200000 200000500000 500000 above Count than 68 10 & 2 9 4.5 0.5 215 32 3.161765 0.854039 3.2 0.622222 Sum Average Variance

ANOVA Source of Variation SS df Between Groups 3.479412 2 Within Groups 63.32059 77 Total 66.8 79

MS

P-value

F crit

1.739706 2.115542 0.127522 3.115366 0.822345

53

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

H0 = Value added service is equally important in various age group at the time of selecting current telecommunication service H1 = Value added service is equally not important in various age group at the time of selecting current telecommunication service Groups below 20 20-40 40 & above Count 4 66 10 Sum 14 212 30 Average 3.5 3.212121 3 Variance 0.333333 0.969697 0.222222

ANOVA Source of Variation SS Df Between Groups 0.769697 2 Within Groups 66.0303 77 Total 66.8 79

MS

P-value

F crit

0.384848 0.448784 0.640063 3.115366 0.857536

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

Q.7 :- Are you satisfied with following aspect of the present telecommunication service provider? Neither satisfied nor Highly Satisfie dissatisfie Dissatisfie dissatisfie d d d d 25 53 2 0 0 24 50 5 1 0 34 15
54

Particulars Connectivity Call rates Custmer relationship & complain management Offers and schemes

Highly satisfied

29 52

10 11

6 2

1 0

60 50 40 30 20 10 0 Call rates Custmer relationship & complain management Offers and schemes Connectivity

H0 = Connectivity is equally important in various profession at the time of selecting current telecommunication service H1 = Connectivity is equally not important in various profession at the time of selecting current telecommunication service Groups Business Service Study House wife Count Sum Average Variance 36 155 4.305556 0.218254 21 92 4.380952 0.247619 20 84 4.2 0.378947 3 12 4 0

ANOVA Source of Variation Between Groups Within Groups Total

SS 0.59623 19.79127 20.3875

df

MS

P-value

F crit

3 0.198743 76 0.260411 79

0.76319 0.518199 2.724944

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

55

H0 = Connectivity is equally important in male & female at the time of selecting current telecommunication service H1 = Connectivity is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count Sum Average Variance 68 293 4.308824 0.246488 12 50 4.166667 0.333333

ANOVA Source of Variation Between Groups Within Groups Total

SS 0.206127 20.18137 20.3875

df

MS

P-value

F crit

1 0.206127 0.796672 0.374836 3.963472 78 0.258736 79

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

H0 = Connectivity is equally important in various education level at the time of selecting current telecommunication service H1 = Connectivity is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count Sum Average Variance 19 81 4.263158 0.204678 28 118 4.214286 0.174603 33 144 4.363636 0.363636

ANOVA Source of Variation Between Groups Within Groups

SS 0.35264 20.03486

Df

MS

P-value

F crit

2 0.17632 0.677651 0.510811 3.115366 77 0.260193


56

Total

20.3875

79

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

H0 = Connectivity is equally important in various income level at the time of selecting current telecommunication service H1 = Connectivity is equally not important in various income level at the time of selecting current telecommunication service Groups Less than 200000 200000500000 500000 & above Count 68 10 2 Sum 289 46 8 Average 4.25 Variance 0.25

4.6 0.266667 4 0

ANOVA Source of Variation Between Groups Within Groups Total

SS 1.2375 19.15 20.3875

df

MS

P-value

F crit

2 0.61875 2.487924 0.08974 3.115366 77 0.248701 79

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

H0 = Connectivity is equally important in various age group at the time of selecting current telecommunication service H1 = Connectivity is equally not important in various age group at the time of selecting current telecommunication service

57

Groups below 20 20-40 40 & above

Count

Sum Average Variance 4 17 4.25 0.25 66 283 4.287879 0.269697 10 43 4.3 0.233333

ANOVA Source of Variation Between Groups Within Groups Total

SS 0.007197 20.3803 20.3875

df

MS

P-value

F crit

2 0.003598 0.013596 0.986499 3.115366 77 0.264679 79

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

H0 = Call rates is equally important in various age group at the time of selecting current telecommunication service H1 = Call rates is equally not important in various age group at the time of selecting current telecommunication service Groups below 20 20-40 40 & above Count Sum Average Variance 4 17 4.25 0.25 66 276 4.181818 0.52028 10 39 3.9 0.1

ANOVA Source of Variation Between Groups Within Groups Total

SS 0.731818 35.46818 36.2

df

MS

P-value

F crit

2 0.365909 0.794374 0.455532 3.115366 77 0.460626 79

58

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

H0 = Call rates is equally important in various profession at the time of selecting current telecommunication service H1 = Call rates is equally not important in various profession at the time of selecting current telecommunication service Groups Business service Study House wife Count Sum Average Variance 36 152 4.222222 0.234921 21 90 4.285714 0.414286 20 83 4.15 0.660526 3 12 4 0

ANOVA Source of Variation Between Groups Within Groups Total

SS 0.329563 29.05794 29.3875

Df

MS

P-value

F crit

3 0.109854 0.287321 0.834415 2.724944 76 0.382341 79

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

H0 = Call rates is equally important in male & female at the time of selecting current telecommunication service H1 = Call rates is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count Sum Average Variance 68 286 4.205882 0.404741 12 51 4.25 0.204545

59

ANOVA Source of Variation Between Groups Within Groups Total

SS 0.019853 29.36765 29.3875

df

MS

P-value

F crit

1 0.019853 0.052729 0.818982 3.963472 78 0.376508 79

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

H0 = Call rates is equally important in various education level at the time of selecting current telecommunication service H1 = Call rates is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count Sum Average Variance 19 81 4.263158 0.204678 28 117 4.178571 0.448413 33 139 4.212121 0.422348

ANOVA Source of Variation Between Groups Within Groups Total

SS 0.080995 29.3065 29.3875

df

MS

P-value

F crit

2 0.040498 0.106403 0.899194 3.115366 77 0.380604 79

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

60

H0 = Call rates is equally important in various income level at the time of selecting current telecommunication service H1 = Call rates is equally not important in various income level at the time of selecting current telecommunication service Groups Less than 200000 200000500000 500000 & above Count 68 10 2 Sum Average Variance 0.37489

286 4.205882 43 8

4.3 0.233333 4 2

ANOVA Source of Variation Between Groups Within Groups Total

SS 0.169853 29.21765 29.3875

df

MS

P-value

F crit

2 0.084926 0.223815 0.799982 3.115366 77 0.37945 79

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

H0 = Customer relationship and complaint management is equally important in various profession at the time of selecting current telecommunication service H1 = Customer relationship and complaint management is equally not important in various profession at the time of selecting current telecommunication service Groups Business Service Study House wife Count Sum Average Variance 36 151 4.194444 1.13254 21 85 4.047619 0.947619 20 80 4 0.736842 3 13 4.333333 1.333333

61

ANOVA Source of Variation Between Groups Within Groups Total

SS 0.729563 75.25794 75.9875

df

MS

P-value

F crit

3 0.243188 0.245586 0.864231 2.724944 76 0.990236 79

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

H0 = Customer relationship and complaint management is equally important in male & female at the time of selecting current telecommunication service H1 = Customer relationship and complaint management is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count Sum Average Variance 68 282 4.147059 0.963126 12 47 3.916667 0.992424

ANOVA Source of Variation Between Groups Within Groups Total

SS 0.541422 75.44608 75.9875

df

MS

P-value

F crit

1 0.541422 0.559749 0.456611 3.963472 78 0.967257 79

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

62

H0 = Customer relationship and complaint management is equally important in various education level at the time of selecting current telecommunication service H1 = Customer relationship and complaint management is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count Sum Average Variance 19 84 4.421053 0.812865 28 112 4 0.888889 33 133 4.030303 1.092803

ANOVA Source of Variation Between Groups Within Groups Total

SS 2.386224 73.60128 75.9875

df

MS

P-value

F crit

2 1.193112 1.248207 0.292761 3.115366 77 0.955861 79

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

H0 = Customer relationship and complaint management is equally important in various income level at the time of selecting current telecommunication service H1 = Customer relationship and complaint management is equally not important in various income level at the time of selecting current telecommunication service Groups Less than 200000 200000500000 500000 & above Count 68 10 2 Sum Average Variance

284 4.176471 0.834065 39 6 3.9 1.655556 3 2

ANOVA
63

Source of Variation Between Groups Within Groups Total

SS 3.205147 72.78235 75.9875

df

MS

P-value

F crit

2 1.602574 1.695441 0.190297 3.115366 77 0.945225 79

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

H0 = Customer relationship and complaint management is equally important in various age group at the time of selecting current telecommunication service H1 = Customer relationship and complaint management is equally not important in various age group at the time of selecting current telecommunication service Groups below 20 20-40 40 & above Count Sum Average Variance 4 16 4 2 66 271 4.106061 0.92704 10 42 4.2 1.066667

ANOVA Source of Variation Between Groups Within Groups Total

SS 0.129924 75.85758 75.9875

df

MS

P-value

F crit

2 0.064962 77 0.985163 79

0.06594 0.936239 3.115366

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

H0 = Offer and schemes is equally important in various profession at the time of selecting current telecommunication service
64

H1 = Offer and schemes is equally not important in various profession at the time of selecting current telecommunication service Groups Business Service Study House wife Count Sum Average Variance 36 140 3.888889 0.387302 21 87 4.142857 0.328571 20 81 4.05 0.681579 3 12 4 0

ANOVA Source of Variation Between Groups Within Groups Total

SS 0.923016 33.07698 34

df

MS

P-value

F crit

3 0.307672 0.706929 0.550823 2.724944 76 0.435223 79

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

H0 = Offer and schemes is equally important in male & female at the time of selecting current telecommunication service H1 = Offer and schemes is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count Sum Average Variance 68 271 3.985294 0.372915 12 49 4.083333 0.810606

ANOVA Source of Variation Between Groups Within Groups Total

SS 0.098039 33.90196 34

df

MS

P-value

F crit

1 0.098039 0.225564 0.63616 3.963472 78 0.434641 79


65

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

H0 = Offer and schemes is equally important in various education level at the time of selecting current telecommunication service H1 = Offer and schemes is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count Sum Average Variance 19 75 3.947368 0.163743 28 114 4.071429 0.365079 33 131 3.969697 0.655303

ANOVA Source of Variation Between Groups Within Groups Total

SS 0.225792 33.77421 34

df

MS

P-value

F crit

2 0.112896 0.257385 0.773733 3.115366 77 0.438626 79

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

H0 = Offer and schemes is equally important in various income level at the time of selecting current telecommunication service H1 = Offer and schemes is equally not important in various income level at the time of selecting current telecommunication service Groups Less than 200000 200000500000 Count 68 10 Sum Average Variance

271 3.985294 0.372915 40 4 0.888889


66

500000 & above

4.5

0.5

ANOVA Source of Variation Between Groups Within Groups Total

SS 0.514706 33.48529 34

df

MS

P-value

F crit

2 0.257353 0.591787 0.555834 3.115366 77 0.434874 79

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

H0 = Offer and schemes is equally important in various age group at the time of selecting current telecommunication service H1 = Offer and schemes is equally not important in various age group at the time of selecting current telecommunication service Groups below 20 20-40 40 & above Count Sum Average Variance 4 16 4 0.666667 66 265 4.015152 0.47669 10 39 3.9 0.1

ANOVA Source of Variation Between Groups Within Groups Total

SS 0.115152 33.88485 34

df

MS

P-value

F crit

2 0.057576 0.130835 0.877557 3.115366 77 0.440063 79

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

67

Q.8 :- Have you used mobile portability ( changing Telecommunication service provider without changing number?
Particulars Yes No No. of Respondents 11 69

No. of Respondents
11

Yes No

69

Interpretation: - Above data shows that most of the respondents in the area not used mobile portability. And I got only 13.75% questionnaire filled by mobile portability users Q.9 :- What are the problem you are facing from present telecommunication service provider? Particular Unwanted call Deduction from account Unwanted message Unwanted service activation Sim-card rejected Sim-card registration failed Incoming unavailability Outgoing unavailability No network available Strongly agree 9 6 13 5 0 0 0 1 4 Agree Neither agree or Strongly disagree Disagree disagree 33 25 10 29 32 12 44 14 9 21 4 5 10 15 9 28 18 15 42 36 40 20 33 34 8 26 20

3 1 0 6 25 26 20 2 7

68

50 45 40 35 30 25 20 15 10 5 0

Strongly agree Agree Neither agree or disagree Disagree Strongly disagree

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

Q. 10 :- How many different mobile service provider had you used in past? Particulars One Two Three More than three No. of Respondents 14 37 19 10

No. of Respondents
10 19 37 14 One Two Three More than three

69

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

70

Bibliography

www.airtel.in/ www.vodafone.in/ www.rcom.co.in/ www.tatadocomo.com www.bsnl.co.in/ www.uninor.in/ www.aircel.com www.virginmobile.in/ www.ideacellular.com/ www.cci.in business.mapsofindia.com

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ANNEXURE

QUESTIONNAIRE
This survey is being conducted by M.B.A. student of Xcellon Institute School of Business Ahmedabad for the purpose of knowing the buying behaviour and customer expectation at the time of purchasing post-paid or pre-paid service. Information provided by you would be strictly going to utilize for academic purpose only and it does not have any commercial use.

Personal Information
Name: -....................................................................................................... Age: Gender: below 20 ( ) Male ( ) 20-40 ( ) Female ( ) 40& above ( )

Area: -.......................................................................................................... Income: - less than 20,000 ( ) (Monthly) Education: - Under Graduate ( ) Graduate ( ) Profession: - Business ( ) Service ( ) Post graduate ( ) 20,000-50,000 ( ) more than 50,000 ( )

Study ( ) House wife ( )

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

1. Which Company sim card do you use in your mobile phone? Airtel ( ) BSNL ( ) Vodafone ( ) Aircel ( ) Tata ( ) Virgin ( ) Reliance ( ) BPL ( ) MTNL ( ) Idea ( ) Uninor ( )

2. What kind of sim-card do you use? Post-Paid ( ) Pre-Paid ( )

72

3. Which category of sim-card do you use? GSM ( ) CDMA ( )

4. From how many years you are using the services of current network provider? Less than 1 year ( ) 1 year-5 year ( ) more than 5 year ( )

5. What are the criteria have considered at time of selecting current telecommunication service provider. Particulars Strongly Agree Agree Neither Disagree agree or disagree Strongly disagree

Network Call rates Recharge facility Internet connectivity Internet speed Schemes and Offer Advertising SMS rates Value Added Service

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

73

Particulars

Highly satisfied

Satisfied

Neither Dissatisfied satisfied nor dissatisfied

Highly dissatisfied

Connectivity Call Rates Customer Relationship

Complain Managements Offers and Schemes Others

7. Have you used mobile portability? Yes ( ) No ( )

8. What type of call you make most? STD ( ) ISD ( ) Local ( )

9. What are the problems you can see in present telecommunication service provider? Particulars Unwanted call Deduction from account Yes No

74

Unwanted message Unwanted service activation Sim-card rejected Sim-card registrations fail Incoming unavailability Outgoing unavailability

10. How many different mobile service provider had you used in past? One ( ) Two ( ) Three ( ) More than Three ( )

11. Ranked service provider according to your priority. Airtel ( ) BSNL ( ) MTNL ( ) Virgin mobile ( ) Aircel ( ) Vodafone ( ) Uninor ( ) Idea ( )

Tata ( ) Reliance ( )

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

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