SYNOPSIS

Survey of customer preference for post paid connection with special reference to customer care & service charges

RESEARCH REPORT
SUBMITTED TOWARDS PARTIAL FULFILLMENT FOR THE AWARD OF THE DEGREE OF

MASTER OF BUSINESS ADMINISTRATION

(2011-2013)

UNDER THE SUPERVISION OF

Ms. Poonam Gaur

SUBMITTED BY
YASHPAL SINGH ROLL NO. 1102870019 MBA-4th Semester

INTRODUCTION

Indian Telecom sector, like any other industrial sector in the country, has gone through many phases of growth and diversification. Starting from telegraphic and telephonic systems in the 19th century, the field of telephonic communication has now expanded to make use of advanced technologies like GSM, CDMA, and WLL to the great 3G Technology in mobile phones. Day by day, both the Public Players and the Private Players are putting in their resources and efforts to improve the telecommunication technology so as to give the maximum to their customers.

OBJECTIVES OF RESEARCH

To judge the reason for holding post paid connections connection. To know the perception of the customer about service quality. To study of customer satisfaction with their current service provider. To study of customer preferences for service provider. To study of satisfaction level towards service charges.

RESEARCH METHODOLOGY

The present study is based on behaviour and preference of the customer for telecom industry. For this study decided to take the Delhi NCR region .As universe of the study is large, I have developed five cluster representing their own working activities. These five groups are (1)Students, (2)Teachers, (3)Professionals, (4)Service People, (5) Others.

Total 100 respondents have been selected on the random basis for the study (approx. 30 in each group).

It is Primary data based study. A structured Questionnaire was used for this work . After the data collection, tabulation was done objectively.

LIMITATIONS

The respondent could not fully comprehend the specific terms related to service specification and could not proved satisfactory answers answer to some questions. Many respondents skipped some question all together and sometimes they gave misleading information. Most of the respondents were not in position to answer the potential questions of lack of awareness about telecom service industry. The time limit was also a major constant for the comprehensive study.

CONCLUSION

Telecom sector have to play an important and active role for the growth of economy. Till today, this sector could not solve the problem of network coverage, cost effective service to the customer etc. Most of the people are using telephone for connectivity and communication. So it will demand efficient operational strategy. Secondly, when we consider about-age and education, it is not important parameter for mobile holder; anyone can use any mobile service. Beside this income level may have some impact on behavior.