1. Who is your current service provider?

35

30
Vodafone
25 Airtel
20 Reliance
Aircel
15
Docomo
10 Uninor
MTNL
5

Figure 6.1 Analysis on number of current service provider

From the above chart the number of Vodafone & Airtel mobile user are maximum compare to
others.
2. How much is your monthly talk time usage?
a) Rs 100-200
b) Rs 200-300
c) Rs 300-400
d) Rs 400 and above
Table 6.1 Analysis gender wise on their monthly talk time usage

Count
Gender
Male Female Total
monthly talk time usage Rs 100-200 8 2 10
Rs 200-300 12 8 20
Rs 300-400 30 22 52
Rs 400 and
10 8 18
above
Total 60 40 100
30

25

20 Rs 100-200
15 Rs 200-300

10 Rs 300-400
Rs 400 and above
5

0
Male Fem ale

Figure 6.2 Analysis gender wise on their monthly talk time usage

From the above table we can interpret that around 13.33 % of males comparing it with females 5
% the monthly talk time usage of Rs 100-200. Similarly around 20 % of males as well as
females the monthly talk time usage of Rs 200-300 , around 50 % of males comparing it with
females 55 % the monthly talk time usage of Rs 300-400 and around 16.66 % of males
comparing it with females 20 % the monthly talk time usage of Rs 400 and above .
Figure 6.3 Analysis on monthly talk time usage

From the above table and figure, it can be quite clearly interpreted that respondent’s monthly talk
time usage is maximum at Rs 300-400
3 . Rate the parameters depending upon the level of importance of each parameter according to
you, when selecting a service provider. (Please Encircle on a Scale of 1 to 10, 1 being lowest &
10 being the highest)

Descriptive Statistics
N Minimum Maximum Mean Std. Deviation
Network availability 100 8 10 9.47 .674
Price of the starter kit 100 7 10 8.66 1.007
Tariffs of the service 100 8 10 8.95 .757
Schemes available on 100 8 10 9.46 .673
the service
Outlet availability in 100 7 10 8.66 1.007
your vicinity
Peer pressure 100 8 10 8.95 .757
VAS (GPRS, Alerts, 100 8 10 9.46 .673
ect.)
Retailer 100 7 10 8.66 1.007
recommendation
Billing credibility 100 8 10 8.95 .757
Bill Delivery 100 7 10 8.64 1.000
Brand image 100 8 10 8.98 .765
Product bundling 100 8 10 8.95 .757
Advertisement & 100 8 10 9.46 .673
promotions
Valid N (listwise) 100
Table 6.2 Analysis on level of importance of each parameter while selecting a service
provider
From the above table Factors like Network availability , Schemes available on the service , VAS
(GPRS, Alerts, ect.) & Advertisement & promotions are considerd to be important while
selecting a service provider.
4. Please Rate on a Scale of 1 to 10 to tell us “How Satisfied are you about the following
parameters of your mobile service provider ?” (Please encircle on a scale of 1-10, 1 being Very
much Unsatisfied & 10 being Very much satisfied)

Descriptive Statistics
N Minimum Maximum Mean Std. Deviation

Network availability 100 6 9 7.47 1.049

Price of the starter kit 100 6 10 7.43 1.121
Tariffs of the service 100 6 10 7.44 1.131
Schemes available on the 100 6 9 7.47 1.049
service
Delivery of SMS (Immediate 100 6 10 7.43 1.121
Delivery)
Outlet availability in your 100 6 10 7.44 1.131
vicinity
VAS (GPRS, Alerts, ect.) 100 6 10 7.43 1.121
Customer Service 100 6 9 7.47 1.049
Representative’s Interaction
Response time to the Customer 100 6 10 7.43 1.121
for Assistance
Accessibility of Call 100 6 10 7.44 1.131
centre/Customer care
Billing credibility 100 6 9 7.47 1.049
Bill Delivery 100 6 10 7.43 1.121
Resolution of Network/ 100 6 9 7.47 1.049
Billing/Charging/Validity
Complaints
Roaming Service 100 6 10 7.44 1.131
Brand image 100 6 10 7.43 1.121
Bill Payment Experience 100 6 9 7.47 1.049
Valid N (listwise) 100
Table 6.3 Analysis on level of satisfaction of each parameter of their mobile service provider
From the above table factors like Network availability , Schemes available on the service ,
Customer Service Representative’s Interaction , Billing credibility , Resolution of Network/
Billing/Charging/Validity Complaints , Bill Payment Experience respondents are satisfied and
also other factors more or less have equal level of satisfaction.
5. Please Rate on a Scale of 1 to 10 to tell us “With the introduction of 3Gtechnology in India the
following parameters will be available “(Please encircle on a scale of 1-10 ,1 being very low & 2
being very high ) depending upon the level of importance of each parameter according to you.

Descriptive Statistics
N Minimum Maximum Mean Std. Deviation
High-speed mobile 100 7 10 8.64 1.000
broadband
Mobile Television 100 8 10 8.95 .757
High speed data 100 8 10 9.46 .673
transmission
Multimedia services 100 8 10 8.98 .765
Faster connectivity 100 8 10 9.46 .673
Video on demand 100 8 10 8.95 .757
Movie Download 100 8 10 8.98 .765
Video Conferencing 100 7 10 8.64 1.000
Mobile Gaming 100 8 10 8.95 .757
Emergency and 100 8 10 8.98 .765
location-based services
push-to-talk and push- 100 7 10 8.64 1.000
to-video
Valid N (listwise) 100
Table 6.4 Analysis on level of importance of each parameter with the introduction of
3Gtechnology in India
From the above table, it can be interpreted that respondents are giving more importance on
parameters like High speed data transmission , Faster connectivity, Multimedia services , Movie
Download respondents than other.

6
A Acceptance on charging Extra

Figure 6.4 Analysis on acceptance on charging extra for the usage

Acceptance on charging extra for the usage

Cumulative
Frequency Percent Valid Percent Percent

Valid Strongly Agree 10 8.6 10.0 10.0

Agree 30 25.9 30.0 40.0

Uncertain 20 17.2 20.0 60.0

Disagree 31 26.7 31.0 91.0

strongly disagree 9 7.8 9.0 100.0

Total 100 86.2 100.0

Missing System 16 13.8

Total 116 100.0

Table 6.5 Analysis on acceptance on charging extra for the usage

From the above table and figure, it can be quite clearly interpreted that respondents disagree on
acceptance on charging extra for the usage

6.B Acceptance on charging high initially and later lower than the one currently available
Figure 6.5 Analysis on acceptance on charging high initially and later lower than the one
currently available

Acceptance on charging high initially and later lower than the one currently available

Cumulative
Frequency Percent Valid Percent Percent

Valid Strongly Agree 10 8.6 10.0 10.0

Agree 30 25.9 30.0 40.0

Uncertain 18 15.5 18.0 58.0

Disagree 33 28.4 33.0 91.0

Strongly Disagree 9 7.8 9.0 100.0

Total 100 86.2 100.0

Missing System 16 13.8

Total 116 100.0

Table 6.7 Analysis on acceptance on charging high initially and later lower than the one
currently available

From the above table and figure, it can be quite clearly interpreted that respondents disagree on
acceptance on charging high initially and later lower than the one currently available

C With the Introduction of 3G the service will be available at lower price

 Figure 6.6 Analysis on price getting lowered with the introduction of 3G

With the introduction of 3G the service will be available at lower price

Cumulative
Frequency Percent Valid Percent Percent

Valid Strongly agree 11 9.5 11.0 11.0

Agree 40 34.5 40.0 51.0

Uncertain 15 12.9 15.0 66.0

Disagree 25 21.6 25.0 91.0

Strongly Disagree 9 7.8 9.0 100.0

Total 100 86.2 100.0

Missing System 16 13.8

Total 116 100.0

Table 6.7 Analysis on price getting lowered with the introduction of 3G

From the above table and figure, it can be quite clearly interpreted that respondents agree on
that with the Introduction of 3G the service will be available at lower price

7. A
 Gender

Male Female Total

Are you planning to buy Yes 35 25 60
a new cell phone in the
No 25 15 40
next 4 months?

Total 60 40 100
Table 6.8 Analysis gender wise on purchasing of new cell phone in next 4 month

35
30
25

20 Male
15 Female

10

5
0

Figure 6.7 Analysis gender wise on purchasing of new cell phone in next 4 month

From the above table we can interpret that 58.33 % of male comparing it with 62.5 % of female
are planning to buy new cell phone in next 4 month whereas 41.66% of male comparing it with
37.5 % of female are not planning to buy new cell phone in next 4 month.

7. B
 Gender

Male Female Total

Would you prefer Yes 38 27 60
to buy a 3G
No 22 13 40
technology enabled
cell phone

Total 60 40 100
Table 6.9 Analysis gender wise on preference of buying 3G enable cell phone

40
35
30
25
Male
20
Female
15
10
5
0

Figure 6.8 Analysis gender wise on preference of buying 3G enable cell phone

From the above table we can interpret that 63.33 % of male comparing it with 67.5 % of female
are giving preference of buying 3G enable cell phone whereas 36.66% of male comparing it with
32.5 % of female are not giving preference of buying 3G enable cell phone.
7. C

Gender

Male Female Total

Do you feel that by Yes 36 28 60

introducing 3G No 24 12 40
technology the
amount of the use
of cell phones will
increase
Total 60 40 100
Table 6.10 Analysis gender wise on whether the use of cell phone will increase with the
introduction of 3G

40
35
30
25
Male
20
Female
15
10
5
0

Figure 6.9 Analysis gender wise on whether the use of cell phone will increase with the
introduction of 3G

From the above table we can interpret that 60 % of male comparing it with 40 % of female feels
that with the introduction of 3G the use of cell phone will increase whereas 40% of male
comparing it with 60 % of female feels that with the introduction of 3G the use of cell phone will
not increase.
 CONCLUSION

According to the survey and the analysis, maximum number of Vodafone & Airtel mobile user
are compare to others. Most of the respondent spends around 300-400 rupees for their monthly
talktime usage .

Majority of the people gives importance to factors like Network availability , Schemes available
on the service , VAS (GPRS, Alerts, ect.) & Advertisement & promotions while purchasing any
mobile services . During the Survey it was found that respondent are more or less have given
equal weightage to all the factors for their level of satisfaction for their current mobile service
provider more importantly they are satisfied with Network availability , Schemes available on
the service.

Well with the introduction of 3G technology in India respondents are giving more importance on
parameters like High speed data transmission , Faster connectivity, Multimedia services , Movie
Download as every youth wants to keep himself updated on social networking sites every now
and then ,people are also looking out for the factors like mobile gaming video Conferencing.

According to the survey and the analysis, respondents are very much not ready to pay extra
charges for the usage but they are ready to shell out more initially and later lower than the one
currently available .People also feels that with the introduction of 3G in India the service will be
available at lower price .

Maximum number of respondent are planning to buy new cell phone, also prefer to buy 3G
enable cell phone and they feel that feels that with the introduction of 3G the use of cell phone
will increase in India

Project Report on
 STUDY OF
INDIAN CUSTOMER’S PERCEPTION
TOWARDS THEIR CURRENT
MOBILE SERVICE PROVIDER & 3G
TECHNOLOGY
In Partial fulfillment of Post Graduate Diploma
in Business management

Conducted By-

Rizvi Academy Of Management

Under the Guidance of

Dr. Kalim Khan

Submitted by:

Sagar Sawant