EXECUTIVE SUMMARY

The use of cellular products and services has increased in last five years, Cellular companies use dealership to reach and communicate various product schemes and promotional offers to customers.

This study is undertaken to understand the Dealers Satisfaction level of Vodafone. And the study included about other companys dealership. Majority of Vodafone dealers are satisfied the services provided from the company. Few of respondents are unsatisfied with Vodafone dealership. The cellular telephony segment has emerged as the fastest growing segment in the Indian telecom industry. The number of telephone subscribers in India increased to 914.59 Million at the end of October, 2011 from 906.93 Million at the end of September 2011. The cellular segment is playing an important role in the industry by making itself available in the rural and semi urban areas where teledensity is the lowest.

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. The Indian telecom sector can be broadly classified into Fixed Line Telephony and mobile telephony. The major players of the telecom sector are experiencing a fierce competition in both the segments. The major players like BSNL, MTNL, VSNL in the fixed line and Airtel, Vodafone, Idea, Aircel, Uninor, Videocon, Tata, Reliance in the mobile segment are coming up with new tariffs and discount schemes to gain the competitive advantage. The Public Players and the Private Players share the fixed line and the mobile segments. Vodafone is a British Mobile Network Operator with its headquarters in Newbury, Berkshire, England, UK. It is the largest mobile telecommunications network company in the world. Vodafone currently has operations in 25 countries and partner networks in a further 42 countries. Vodafone was launched on 1 January 1985. It provides a comprehensive range of telecom services in India .It makes efforts and initiatives to bridge the rural and urban sector. Vodafone is committed to provide quality telecom service at affordable price to the citizens of urban as well as the remotest part of the country

1.1 STATEMENT OF THE PROBLEM

Every business enterprise functions with a view to achieve growth in all aspects. This study understands the impact of service carried out by Vodafone. Services provided by cellular companies and their impact are an important area of study. . The project aims to find out the various factors affected to the satisfaction level of Vodafone. Dealers play an important role in sales activity. Hence the study dealers satisfaction is an important aspect.

1.2 OBJECTIVES OF THE STUDY

To know the dealers satisfaction level of Vodafone. To study the problem faced by the dealers in terms of service. To compare the dealers service provided by other companies with Vodafone service. To study the sales trend of Vodafone and other companies.

1.3 RESEARCH METHODOLOGY Marketing research is a systematic design, collection, analysis and interpretation of the data and findings relevant to specific marketing situation faced by the firm. TYPE OF RESEARCH DESIGN This study has employed a descriptive research design. Descriptive research studies are those studies, which are concerned with describing the characheristics of a particular individual or group. Descriptive studies are concerned with the specific predictions and concern of individual group or situation. AIM OF THE STUDY The main aim of the project work is to study the Dealers Satisfaction in Vodafone. TYPES OF RESEARCH The study follows descriptive research method. Descriptive studies aims at portraying accurately the characteristics of a particular group or situation. Descriptive Research concerned with describing the characteristics of a particular individual or of a group. Here the researcher attempts to present the existing facts by collecting data. POPULATION Population or Universe is the aggregate of all unites possessing certain specified characteristics on which the sample seeks to draw inferences. Here the universe constitutes the dealers of Vodafone. PERIOD OF THE STUDY 5

The duration of the study was two months starting from 20th October to 10th December 2011

SOURCES OF DATA
1.

Primary Data:

Primary data was collected through questionnaire, interviews and informal talks with dealers as well as customers to get required information. 2. Secondary Data:

Secondary data required for this study was collected from the information brochures provided by Vodafone and also from the companys website www.vodafone.com. SAMPLING TECHNIQUE Convenient sampling was used to collect data from the sample SAMPLING SIZE 50 Dealers of Vodafone SAMPLING METHOD Convenience sampling method (For all dealers of Vodafone.) SAMPLING AREA Alappuzha SAMPLING TOOL 1) Questionnaire. 6

2) Observations

REPRESENTATION Graphs and charts STATISTICAL ANALYSIS The data was analyzed by applying simple percentage analysis.

DATA ANALYSIS AND TECHNIQUES. DESCRIPTIVE STUDY A study which wants to portray the characteristics of a group of individual, situation is known as descriptive study. For the analysis of data and making interpretation percentage analysis method is used. Graph is used to reduce the complexity of data.

1.4 SCOPE OF THE STUDY

The study is carried out at Vodafone Ltd. The study is mainly focused on find out the dealers satisfaction level of Vodafone. It also studied about telecom industry. . For the purpose of the study Alappuzha district is being selected. The study also concentrates on the services and the competitors strategy. A survey was conducted by including 50 dealers with the help of structured questionnaire.

1.5 LIMITATION OF THE STUDY

views.

People were reluctant to give complete information regarding their personal

Time was the one of the major limitation in this research because I could not time to go on the field.

get sufficient

Sample size was only 50 due to the limitation of time factor.

Many of the respondents dont have the patience to look at Questionnaire.

1.6 CHAPTERISATIONS

FIRST CHAPTER: The first chapter begins with an introduction. Problem statement also include in this chapter. Chapter elaborates upon the topic in Objectives, scope, research methodology, and limitations of the study and chapterisation also includes in this chapter. SECOND CHAPTER: The second chapter includes the review of literature THIRD CHAPTER: Third chapter explains about the industrial profile. FOURTH CHAPTER: Fourth chapter explains about company profile, policy, strucutre. FIFTH CHAPTER: Fifth chapter deals with data analysis and interpretations using statistical tools. SIXTH CHAPTER: Sixth chapter includes findings, conclusion and suggestions.

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REVIEW OF LITERATURE
India, emerging as a major player:

In 1975, the Department of Telecom (DoT) was separated from P&T. DoT was responsible for telecom services in entire country until 1985 when Mahan agar Telephone Nigam Limited (MTNL) was carved out of DoT to run the telecom services of Delhi and Mumbai. In 1990s the telecom sector was opened up by the Government for private investment as a part of Liberalization-Privatization-Globalization policy. Therefore, it became necessary to separate the Government's policy wing from its operations wing. The Government of India corporatized the operations wing of DoT on October 01, 2000 and named it as Bharat Sanchar Nigam Limited (BSNL). Many private operators, such as Reliance India Mobile, Tata Telecom, Vodafone, Bharati Airtel, Idea etc., successfully entered the high potential Indian telecom market. Growth of mobile technology: India has become one of the fastest-growing mobile markets in the world. The mobile services were commercially launched in August 1995 in India. In the initial 56 years the average monthly subscribers additions were around 0.05 to 0.1 million only and the total mobile subscribers base in December 2002 stood at 10.5 millions. However, after the number of proactive initiatives taken by regulator and licensor, the monthly mobile subscriber additions increased to around 2 million per month in the year

11

2003-04 and 2004-05.India has opted for the use of both the GSM (global system for mobile communications) and CDMA (code-division multiple access) technologies in the mobile sector. In addition to landline and mobile phones, some of the companies also provide the WLL service. The mobile tariffs in India have also become lowest in the world. In 2005 alone 32 million handsets were sold in India. The data reveals the real potential for growth of the Indian mobile market.

Next generation networks: In the Next Generation Networks, multiple access networks can connect customers to a core network based on IP technology. These access networks include fiber optics or coaxial cable networks connected to fixed locations or customers connected through Wi-Fi as well as to 3G networks connected to mobile users. As a result, in the future, it would be impossible to identify whether the next generation network is a fixed or mobile network and the broadband wireless access would be used both for fixed and mobile services. It would then be futile to differentiate between fixed and mobile networks both fixed and mobile users will access services through a single core network. Indian telecom networks are not as intensive as developed countrys telecom networks and India's teledensity is low only in rural areas. 670,000 route kilometers of optical fibers has been laid in India by the major operators, even in remote areas and the process continues. BSNL alone has laid optical fiber to 30,000 Telephone Exchanges out of their 35,000 Exchanges. Keeping in mind the viability of providing services in rural areas, an attractive solution appears to be one which offers multiple service facility at low costs. A rural network based on the extensive optical fiber network, using Internet Protocol and offering a variety of services and the availability of open platforms for service development, the Next Generation Network, appears to be an attractive proposition. Fiber network can be easily converted to Next Generation network and then used for delivering multiple services at cheap cost Telephone: 12

Telephony Subscribers (Wireless and Landline): 914.59 million (October 2011) Cell phones: 881.40 million (October 2011) Land Lines: 33.19 million (October 2011) Monthly Cell phone Addition: 16.47 million (October 2011) Teledensity: 76.03% (October 2011)

INDIAN TELECOM INDUSTRY

"Telecommunications is the backbone of our future economy. International competitiveness increasingly depends on the development of a telecommunications infrastructure that is compatible with international standards"

The cellular industry all over the world has been witnessing very high growth rates in subscriber base in recent years. For developing countries in particular, cellular services are becoming a very significant proportion of the overall telecom infrastructure. The mechanics of competition within this market involve complex feedback effects between individual service providers and with their operating environment, and these forces play an important role in governing the growth of this industry.

The Indian telecommunications sector has undergone a major process of transformation because of significant Government policy reforms during the recent years .Although India's Tele-density has improved from under 4% in March 2001 to over 15% at the end of September 2006, we are way behind other developing nations. The total annual telecom revenue is estimated to be over Rs 650 bn and the sector can broadly be divided into three segments basic telephony, cellular telephony and the Internet.

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The cellular telephony segment has emerged as the fastest growing segment in the Indian telecom industry. The mobile subscriber base (GSM and CDMA combined) has grown from 1.9 m at the end of FY00 to 130 m at the end of September 2006. A slew of tariff reduction in the past few years has helped the segment to gain in scale. The cellular segment is playing an important role in the industry by making itself available in the rural and semi urban areas where teledensity is the lowest.

On the international basic telephony front, the end of VSNL's monopoly in 2002 brought three private players in the international basic telephony business and the immediate effect was the fall in tariffs. In the first six months only, the tariffs fell by 50% and the trend is likely to continue. With the most favored customer status given to VSNL by fixed line majors like BSNL and MTNL going away, the segment has been witness to fierce competition.

Further developments:
1902 - First wireless telegraph station established between Saugor Islands and Sand

heads. 1907 - First Central Battery of telephones introduced in Kanpur 1913-1914 - First Automatic Exchange installed in Shimla.
July 23, 1927 - Radio-telegraph system between the UK and India, with beam stations at

Khadki and Daund, inaugurated by Lord Irwin by exchanging greetings with the King of England. 1933 - Radiotelephone system inaugurated between the UK and India. 1953 - 12 channel carrier system introduced. 1960 - First subscriber trunk dialing route commissioned between Kanpur and Lucknow.

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 1975 - First PCM system commissioned between Mumbai City and Andheri

telephone exchanges. 1976 - First digital microwave junction introduced. 1979 - First optical fibre system for local junction commissioned at Pune. 1980 - First satellite earth station for domestic communications established at Secunderabad, A.P.. 1983 - First analog Stored Program Control exchange for trunk lines commissioned at Mumbai. 1984 - C-DOT established for indigenous development and production of digital exchanges. 1985 - First mobile telephone service started on non-commercial basis in Delhi.

About Vodafone Tele Services

Founded - 1983 as Racal Telecom, independent 1991 Headquarters - Newbury, England, UK (Mumbai, Maharashtra, India) Key people: Marten Peters, CEO India Sir John Bond, Chairman John Buchanan, Deputy Chairman Andy Halford, CFO Industry - Telecommunications Area Served World Wide Products - Fixed line and mobile telephony, Internet services, digital television Vodafone is a British mobile network operator with its headquarters in Newbury, Berkshire, England, UK. It is the largest mobile telecommunications network company in the world by turnover and has a market value of about 87 billion (October 2011). Vodafone currently has operations in 25 countries and partner networks in a further 42 countries.

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In 1982 Racal Electronics plc's subsidiary Racal Strategic Radio Ltd. won one of two UK cellular telephone network licenses. The network, known as Racal Vodafone was 80% owned by Racal, with Millicom and the Hambros Technology Trust owning 15% and 5% respectively. Vodafone was launched on 1 January 1985. Racal Strategic Radio was renamed Racal Telecommunications Group Limited in 1985. On 29 December 1986 Racal Electronics bought out the minority shareholders of Vodafone for GB110 million. In September 1988 the company was again renamed Racal Telecom and on 26 October 1988 Racal Electronics floated 20% of the company. The flotation valued Racal Telecom at GB1.7 billion. On 16 September 1991 Racal Telecom was demerged from Racal Electronics as Vodafone Group.

In July 1996 Vodafone acquired the two thirds of Talk land it did not already own for 30.6 million. On 19 November 1996, in a defensive move, Vodafone purchased Peoples Phone for 77 million, a 181 store chain whose customers were overwhelmingly using Vodafone's network. In a similar move the company acquired the 80% of Astec Communications that it did not own, a service provider with 21 stores. In 1997 Vodafone introduced its Speechmark logo, as it is a quotation mark in a circle; the O's in the Vodafone logotype are opening and closing quotation marks, suggesting conversation. On 29 June 1999 Vodafone completed its purchase of Air Touch Communications, Inc. and changed its name to Vodafone Airtouch plc. Trading of the new company commenced on 30 June 1999. To approve the merger, Vodafone sold its 17.2% stake in EPlus Mobilfunk. The acquisition gave Vodafone a 35% share of Mannesmann, owner of the largest German mobile network. On 21 September 1999 Vodafone agreed to merge its U.S. wireless assets with those of Bell Atlantic Corp to form Verizon Wireless. The merger was completed on 4 April 2000.

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In November 1999 Vodafone made an unsolicited bid for Mannesmann, which was rejected. Vodafone's interest in Mannesmann had been increased by the latter's purchase of Orange, the UK mobile operator. Chris Gent would later say Mannesmann's move into the UK broke a "gentleman's agreement" not to compete in each other's home territory. The hostile takeover provoked strong protest in Germany and a "titanic struggle" which saw Mannesmann resists Vodafone's efforts. However on 3 February 2000 the Mannesmann board agreed to an increased offer of 112bn,

Vodafone Global Enterprise: Global Enterprise is a business set up by Vodafone with the sole purpose of handling Vodafone's multinational clients. It is the high end business to business section of Vodafone group, and acts like an operating country (such as for example Vodafone UK). Devices and services available in any operating country, are available to Global Enterprise customers in the same country, and so Vodafone Global Enterprise are able to offer a wide range of products. Vodafone Global Enterprise have a presence in over 65 countries and this number is expected to grow in future, as with the recent acquisition of Ghana Telecom. Since its foundation in 2007, Global Enterprise has aimed to be a world leader in managed mobility services. Vodafone Global Enterprise are headquartered in Newbury, but do have operatives around the world; while many of Vodafone's marketing employees are relocated to London, Global Enterprise' team will remain in Newbury. About Vodafone Essar in India: Vodafone Essar in India is a subsidiary of Vodafone Group Plc and commenced operations in 1994 when its predecessor Hutchison Telecom acquired the cellular license for Mumbai. Vodafone Essar now has operations in 22 circles with over 144.99 million 17

customers. The company is the third-largest wireless carrier in Indian market and ranks second in terms of revenues behind Bharti Airtel Over the years, Vodafone Essar, under the Hutch brand, has been named the Most Respected Telecom Company, the Best Mobile Service in the country and the Most Creative and Most Effective Advertiser of the Year. Vodafone is the worlds leading international mobile communications company. It currently has equity interests in 27 countries across 5 continents and 40 partner networks with over 289 million proportionate customers worldwide. Vodafone has partnered with the Essar Group as its principal joint venture partner for the Indian market.

Essar Global Limited (EGL) is a diversified business group spanning the manufacturing and services sectors of Steel, Energy, Power, Communications, Shipping & Logistics, and Projects. The group has operations and investments in India, Canada, USA, Africa, the Middle East, the Caribbean and South East Asia and employs 30,000 people worldwide. Figures from Cellular Operators Association ofIndia, January31,2009 Vodafone Essar is the Indian subsidiary of Vodafone Group and commenced operations in 1994 when its predecessor Hutchison Telecom acquired the cellular license for Mumbai. The company now has operations across the country with over 74.08 million customers**. Over the years, Vodafone Essar, under the Hutch brand, has been named the Most Respected Telecom Company, the Best Mobile Service in the country and the Most Creative and Most Effective Advertiser of the Year. Vodafone Group is the worlds leading international mobile communications corporation. It currently has equity interests in 27 countries across 5 continents and 40 partner networks with over 303 million proportionate customers worldwide. The Essar Group is Vodafones principal partner in India The Essar Group is a diversified business corporation with a balanced portfolio of assets in the manufacturing and services sectors of Steel, Energy, Power, Communications,

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Shipping Ports & Logistics, and Projects. Essar employs more than 50,000 people across offices in Asia, Africa, Europe and the Americas. MILESTONES 28 July 2000: Reverts to its former name, Vodafone Group Plc. 16 April 2001: First 3G voice call on Vodafone United Kingdom's 3G network. 2001: Takes over Eircell, then part of eircom in Ireland, and rebrands it Vodafone Ireland. 2001-2002: Acquires Japan's third-largest mobile operator J-Phone, which had introduced camera phones first in Japan. 17 December 2001: Introduces the concept of "Partner Networks" by signing TDC Mobil of Denmark. The new concept involves the introduction of Vodafone international services to the local market, without the need of investment by Vodafone. The concept would be used to extend the Vodafone brand and services into markets where it does not have stakes in local operators. Vodafone services would be marketed under the dual-brand scheme, where the Vodafone brand is added at the end of the local brand. (i.e., TDC Mobil-Vodafone etc.) 2 February 2002: Finland is added into the mobile community, as Radiolinja is signed as a Partner Network. Radiolinja later changed its named to Elisa. 2002: Rebrands Japan's J-sky mobile internet service as Vodafone live! 3 December 2002: Brand is introduced in the Estonian market with signing of a Partner Network Agreement with Radiolinja (Eesti). Radiolinja (Eesti) later changed its name to Elisa. 7 January 2003: Signs a group-wide Partner agreement with mobilkom Austria. As a result, Austria, Croatia, and Slovenia is added to the community. 16 April 2003: Vodafone is introduced in the Icelandic market. 13 May 2003:Omnitel is rebranded Vodafone Italy. 21 July 2003: Lithuania is added to the community, with the signing of a Partner Network agreement with Bit. 16 February 2004: Signs a Partner Network Agreement with Luxembourg's LuxGSM. 19

20 February 2004: Signs a Partner Network Agreement with Cyta of Cyprus. Cyta agreed to rename its mobile phone operations to Cytamobile-Vodafone. April 2004: Purchases Singlepoint airtime provider from John Caudwell (Caudwell Group) and approx 1.5million customers onto its base for est 405million, adding sites in Stoke on Trent (England) to existing sites in Newbury (HQ), Birmingham, Warrington and Banbury November 2004: Introduces 3G services into Europe. June 2005: Increases its participation in Romania's Connex to 99%; also buys Czech mobile operator Oskar. 1 July 2005: Oskar of Czech Republic is rebranded as Oskar-Vodafone. 17 October 2005: Vodafone Portugal launches a revised logo, using new text designed by Dalton Maag, and a 3D version of the Speechmark logo, but still retaining a red background and white writing (or vice versa). Also, various operating companies start to drop the use of the SIM card pattern in the company logo. (The rebranding of Oskar-Vodafone and Connex-Vodafone also does not use the SIM card pattern.) A custom typeface by Dalton Maag (based on their font family InterFace) forms part of the new identity. 28 October 2005: Connex in Romania is rebranded as Connex-Vodafone. 31 October 2005: Reaches an agreement to sell Vodafone Sweden to Telenor for approximately 1 billion. After the sale, Vodafone Sweden becomes a Partner Network. 13 December 2005: Wins an auction to buy Turkey's second-largest mobile phone company, Telsim, for $4.5 billion. December 2005: Vodafone Spain becomes the second member of the group to adopt the revised logo, and it is phased in over the following six months in other countries. 2006 : Rebrands Stoke-on-Trent site to be known as Stoke Premier Centre, a centre of expertise for the company dealing with Customer Care for its higher value customers, technical support, sales and credit control. All cancellations are dealt with by this call centre. 5 January 2006: Announces the completion of the sale of Vodafone Sweden to Telenor. 20

1 February 2006: Oskar Vodafone becomes Vodafone Czech Republic, adopting the revised logo. 22 February 2006: Announces that it is extending its footprint to Bulgaria with the signing of Partner Network Agreement with Mobiltel, which is part of mobilkom Austria group. 12 March 2006: Former chief, Sir Christopher Gent, who was appointed the honorary post Chairman for Life in 2003, quits following rumours of boardroom rifts. 11 April 2006: Announces that it has signed an extension to its Partner Network Agreement with BITE Group, enabling its Latvian subsidiary "BITE Latvija" to become the latest member of Vodafone's global partner community. 20 April 2006: Vodafone Sweden changes its name to Telenor Sverige AB. 26 April 2006: Connex-Vodafone becomes Vodafone Romania, also adopting the new logo. 30 May 2006: Announces the biggest loss in British corporate history (14.9 billion) and plans to cut 400 jobs; reports one-off costs of 23.5 billion due to the revaluation of their Mannesmann subsidiary. 24 July 2006: Respected head of Vodaphone Europe, Bill Morrow, quits unexpectedly. 25 August 2006: Announces the sale of 25% stake in Belgium's Proximus for 2 billion. After the deal, Proximus will still be part of the community as a Partner Network. 5 October 2006: Vodafone announces first single brand partnership with Og Vodafone which will now operate under the name Vodafone Iceland 19 December 2006: Announces the sale of 25% stake in Switzerland's Swisscom for CHF4.25 billion (1.8 billion). After the deal, Swisscom will still be part of the community as a Partner Network. December 2006: Completes the acquisition of Aspective, an enterprise applications systems integrator in the UK, signaling Vodafone's intent to grow a significant presence and revenues in the ICT marketplace. 1 January 2007: Telsim in Turkey adopts Vodafone dual branding as Telsim Vodafone. 21

1 April 2007: Telsim Vodafone Turkey drops its original brand and becomes Vodafone Turkey. 1 May 2007: adds Jersey and Guernsey to the community, as Airtel is signed as Partner Network in both crown dependencies 07 June 2007: Vodafone live! Mobile Internet portal in the UK, relaunched. Front page now charged for and previously 'bundled' data allowance is removed from existing contract terms All users now given access to the 'full' web rather than a Walled Garden. Vodafone becomes the first mobile network to focus an entire media campaign on their newly launched mobile Internet portal] in the UK becomes the first mobile network to focus an entire media campaign on their newly launched mobile Internet portal in the UK. 2009

December: Vodafone completes acquisition of additional 4.8% stake in Polkomtel November: Vodafone to acquire an additional 15% Stake in Vodacom Group which will increase Vodafone's shareholding from 50% to 65%. Vodacom Group will be listed on the Johannesburg Stock Exchange and the remaining 35% of Vodacom Group will be demerged by Telkom to its shareholders. October: Vodafone launches the new exclusive BlackBerry Storm smartphone from Research In Motion August: Completion of the acquisition of a 70 percent stake in Ghana Telecom. June: Vodafone and Apple(R) announce the iPhone 3G will be available in Australia, Italy, New Zealand and Portugal on July 11, and in the Czech Republic, Egypt, Greece, India, South Africa and Turkey later this year. Vodafone announces that Verizon Wireless, its affiliate in the US, has agreed to acquire Alltel Corp. for a total enterprise value of US$28.1 billion in cash and assumed debt. May: Vodafone announces that it has agreed to acquire the 26.4% interest in Arcor that it does not already own from Deutsche Bahn AG and Deutsche Bank AG for a cash consideration of 474 million. February: Vodafone carries out technical trials of 3G femtocells to assess how effectively the technology is able to deliver wireless high-speed data and voice services inside homes and business locations.

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Safaricom and Vodafone announce that M-PESA, the innovative mobile money transfer service launched in March 2007, now has 1.6 million customers.

2010 June: Completion of merger between Vodafone Australia Limited and Hutchinson 3G Australia Pty Limited. March: Telefonica and Vodafone announce milestone Pan European collaboration to share network infrastructure in Germany, Spain, Ireland and the UK. February: Hutchinson and Vodafone agree to merge Australian telecom operations to form a 50:50 joint venture. January: Vodafone trials HSPA+ mobile broadband at speeds of up to 16 Mbps.

COMPANY PROFILE
Vodafone Group is a global telecommunications company headquartered in Newbury, United Kingdom. It is the world's largest mobile telecommunications company measured by revenues and the world's second-largest measured by subscribers (behind China Mobile), with around 332 million proportionate subscribers as of 30 September 2010. It operates networks in over 30 countries and has partner networks in over 40 additional countries. It owns 45% of Verizon Wireless, the largest mobile telecommunications company in the United States measured by subscribers.

In 1980, Sir Ernest Harrison OBE, chairman of Racal Electronics plc's, the UK's largest maker of military radio technology, agreed a deal with Lord Weinstock of General Electric Company plc to allow Racal to access some of GEC's tactical battlefield radio technology. Briefing the head of Racal's military radio division Gerry Whent to drive the company into commercial mobile radio, Whent visited GE's factory in Virginia, USA in 23

1980. The Racal Electronics Group wins its bid for the private sector UK Cellular licence. It sets up the Racal Telecomms Division and names the new network Vodafone to reflect the provision of voice and data services over mobile phones. Based in Newbury, the company has less than 50 employees, all in one building. Vodafone was launched on 1 January 1985. The Vodafone analogue network is the first cellular network to launch in the UK, and the first call is made from St Katherines Dock in London to Newbury on 1 January 1985. Racal Strategic Radio was renamed Racal Telecommunications Group Limited in 1985. On 29 December 1986, Racal Electronics bought out the minority shareholders of Vodafone for GB110 million. On 28 July 2000, the Company reverted to its former name, Vodafone Group plc.

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Vodafone Essar, usually referred to simply as Vodafone, is a cellular operator in India that covers 23 telecom circles in India. It was formerly known as Hutchison Essar. It is based in M umbai. Vodafone Essar is the Indian subsidiary of Vodafone Group 67% and Essar Group 33%. It is the second largest mobile phone operator in terms of revenue behind Bharti Airtel, and third largest in terms of customers. The company now has operations across the country with over 113.77 million customers. Vodafone Essar, India's third-largest mobile carrier will launch third-generation (3G) services in the country in the January-March quarter of 2011 and plans to spend up to $500 million within two years on its 3G networks. Vodafone Essar won 3G licenses in nine of 22 telecom zones for Rs. 11617.86 million, and has spent the second highest amount in the May 2010 auction. The circles where Vodafone will provide 3G services are Delhi, Gujarat, Haryana, Kolkata, Maharashtra, Mumbai, Tamil Nadu, Uttar Pradesh (East) and West Bengal. The company named Nokia, Siemens Networks and Ericsson as its 3G equipment suppliers.

Mission: Vodafone is primarily a user of technology rather than a developer of it, and this fact is reflected in the emphasis of our work program on enabling new applications of mobile communications, using new technology for new services, research for improving operational efficiency and quality of our networks, and providing technology vision and leadership that can contribute directly to business decisions. Vision: Our Vision is to be the worlds mobile communication leader enriching customers lives, helping individuals, businesses and Communities be more connected in a mobile world.

CORE VALUES: We shall uphold the dignity of the individual. We shall honor all commitments. We shall be committed to Quality, Innovation and Growth in every endeavor. We shall be responsible corporate citizens.

VODAFONE LOGO

Sales mapping of Vodafone & other GSM players from October-11 December-11: Oct - 11 S.No 1 2 3 4 5 6 7 Name of the company BSNL Airtel Vodafone Idea Reliance Tata Indicom Aircel Sales of Oct-11 1200 1250 650 475 1800 375 620

Graph showing the sales trend of Oct-11

Nov- 11 S.No 1 2 3 4 5 6 7 Name of the company BSNL Airtel Vodafone Idea Reliance Tata Indicom Aircel Sales of Nov-11 1500 1500 660 520 2500 500 620

Graph showing the sales trend of Nov 11

Dec 11

S.No Name of the company 1 BSNL 2 Airtel 3 Vodafone 4 Idea 5 Reliance 6 Tata Indicom 7 Aircel showing the sales trend of Dec - 11

Sales of Dec-11 1420 1400 690 550 2300 440 670

Graph

Note: - The data collected from word of mouth from respected distributors.

GROWTH OF THE COMPANY AS HUTCHISON ESSAR

In 1992 Hutchison Whampoa and its Indian business partner established a company that in 1994 was awarded a license to provide mobile telecommunications services in Mumbai (formerly Bombay) and launched commercial service as Hutchison Max in November 1995. Analjit Singh of Max still holds 12% in company. By the time of Hutchison Telecom's Initial Public Offering in 2004, Hutchison Whampoa had acquired interests in six mobile telecommunications operators providing service in 13 of India's 23 licence areas and following the completion of the acquisition of BPL that number increased to 16. In 2006, it announced the acquisition of a company that held licence applications for the seven remaining licence areas. In a country growing as fast as India, a strategic and well managed business plan is critical to success. Initially, the company grew its business in the largest wireless markets in India - in cities like Mumbai, Delhi and Kolkata. In these densely populated urban areas it was able to establish a robust network, well known brand and large distribution network -all vital to long-term success in India. Then it also targeted business users and high-end postpaid customers which helped Hutchison Essar to consistently generate a higher Average Revenue Per User ("ARPU") than its competitors. By adopting this focused growth plan, it was able to establish leading positions in India's largest markets providing the resources to expand its footprint nationwide. In February 2007, Hutchison Telecom announced that it had entered into a binding agreement with a subsidiary of Vodafone Group Plc to sell its 67% direct and indirect equity and loan interests in Hutchison Essar Limited for a total cash consideration (before costs, expenses and interests) of approximately US$11.1 billion or HK$87 billion.

1992: Hutchison Whampoa and Max Group established Hutchison Max 2000: Acquisition of Delhi operations Entered Calcutta and Gujarat markets through ESSAR acquisition 2001: Won auction for licences to operate GSM services in Karnataka, Andhra Pradesh and Chennai 2003: Acquired AirCel Digilink (ADIL) which operated in Rajastan, Uttar Pradesh East and Haryana telecom circles and renamed it under Hutch brand 2004: Launched in three additional telecom circles of India namely 'Punjab', 'Uttar Pradesh West' and 'West Bengal' 2005: Acquired BPL, another mobile service provider in India

Essar will have certain liquidity rights including, between the third and fourth anniversaries of completion, and subject to regulatory requirements, an option to sell its 33% shareholding in Vodafone Essar to Vodafone for $5 billion or an option to sell between $1-5 billion worth of Vodafone Essar shares to Vodafone at an independently appraised fair market trading value. This follows Vodafone's announcement on 11 February 2007 that it had agreed to acquire Hutchison Telecommunications International Limited's (HTIL) controlling interest in Hutchison Essar in which Essar is and will continue to be 33% shareholder. Vodafone is here: Hutch is now Vodafone

19 September 2007 Mumbai, September 19, 2007: Vodafone, the worlds leading international mobile communications company, has fully arrived in India. Vodafone Essar announced today that the Vodafone brand will be launched in India from 21st September onwards.

The Vodafone subscriber base according to COAI - Cellular Operator Association of India as of June 2011 was:

Telecom Circle

Subscriber Base Statistics as on January, 2011 No. of Subscribers

Gujarat Uttar Pradesh(East) Maharashtra West Bengal Tamil Nadu Rajasthan Uttar Pradesh(West) Andhra Pradesh Delhi Kanpur Karnataka Kerala Bihar Kolkata Punjab Haryana Madhya Pradesh Chennai Orissa Assam North East Jammu & Kashmir Himachal Pradesh Mumbai

1,49,10,573 1,42,37,217 1,19,62,824 1,10,40,815 93,30,557 87,11,277 92,34,369 7000 77,88,376 71,34,576 65,91,039 55,35,177 52,44,148 43,73,647 41,32,392 41,70,943 31,35,580 21,13,992 23,38,159 16,50,109 8,61,826 5,65,253 3,57,430 58,87,113

Total number of Vodafone Essar Subscribers: 14,15,19,840, i.e. 23.63% of the total 59,87,79,674 Indian mobile phone subscribers. ADVERTISING Advertising is any paid form on non-personal presentation and promotion of ideas, goods or services by an identified sponsor. It is paid communication because the advertiser has to pay for the space or time in which his advertisement appears.

Advertisers include business firms but also Museums, Charitable Organizations and Government Agencies that advertise to various target publics. Advertisements are a cost effective way to disseminate messages, whether to build brand preference or to educate a nations people. Organizations handle their advertising in different ways. In small companies, someone handles advertising in the sales or marketing departments, who works with an advertising agency. A large company will often set up its own advertising department, whose manager reports to the Vice President of marketing. The advertising departments job is to develop the total budget, and handle directmail advertising, dealer displays and other forms of advertising not ordinarily performed by the agency. Most companies use an outside advertising agency to help them create advertising campaigns and to select and purchase media. Global companies that use a large number of add agencies located in different countries and serving different divisions have suffered from uncoordinated advertising and image diffusion Advertising agencies need to redefine themselves as Communication companies and assists clients in improving their overall communication Effectiveness. ADVERTISEMENT Advertisement plays a very important role in marketing or sales of product. Advertisement must be meaningful and clearly understood they should convey the message in a unique way. It means that there should be creativity, which should make it different from other advertisements. It should be made taking into consideration the country in which they are telecasting because an Indian may not understand an American ad. It is so because perception and attitude differ.

Prepaid service of Vodafone Tunes & Downloads

Caller tunes Busy Message Full Song Download Ringtones Bhakti Sagar

Entertainment

Amar Chitra Katha Movies Music Humour

Astrology

Daily Forecast Live Astrology Tarot Vaastu & Feng Shui tips Rahukal & Shubhkal

Devotional

Bible on SMS Gurbani Pope Bhakti Sagar Osho

Dial in Services

Cricket commentary Cricket Dil Say Dial a bouquet Live Counseling

Bill Info

Ebill Itemized billing My Vodafone bill Vernacular bill

Great prepaid offers: Talk longer. SMS even more. Or get yourself a Vodafone Prepaid handset with a prepaid handset offer. Get the best value for your money with Vodafones latest Prepaid offers that work with your Prepaid mobile tariff plan to make the most of your mobile Prepaid talk time. Prepaid offers on topup recharge: Make use of Vodafones prepaid offers to get a prepaid top-up recharge for the best deals on talk time, validity and call rates for Vodafone prepaid cell phone.

E recharge mobile top up vouchers for prepaid connection: You can get your prepaid connection recharge through e recharge mobile top up vouchers available at various Vodafone outlets. Chota recharge top up: If youve run out of mobile Prepaid recharge minutes during your validity period, its time for a Prepaid top-up of your talk time with a Vodafone Chota Recharge card. Get your Prepaid mobile recharge top up for as little as Rs 10 up to Rs 197 without buying a full months talk time.

Bonus cards: Heres a Prepaid offer that can supercharge your Prepaid top-up and make your talk time last longer than you think. Enjoy slashed rates on calls and SMS and save on talk time with Bonus Cards for your Vodafone Prepaid mobile tariff plans

A world of prepaid mobile services: Tunes and downloads Add jazz to your prepaid mobile phone with some help from Vodafone. Replace the regular tring- tring with Ringtones, set Caller tunes, and download full songs, pictures, logos and much more. Entertainment Heres a Prepaid service that lets you have some fun when youve got free time. Plug into the world of movies, music and games or play contests to win some cool prizes. Brighten up your day with some jokes or chat and make new friends all with your Vodafone Prepaid mobile phone. Vodafone Alerts Know whats happening in the world around you with Vodafone Alerts on your prepaid mobile phone. Just tell us what youre into sports, spirituality, finance, national and international news, finance etc, and well keep you in touch with the whole world Call Management Services Let us manage your calls for you. Use Vodafone Call Filter to block unwanted callers on your Vodafone Prepaid mobile phone. Back up your phonebook and all the cool stuff on your Vodafone mobile phone with Vodafone Phone backup. Set Busy Caller tunes to let your callers know when you cant answer their calls. Travel A Prepaid service that helps you plan your journey. Book tickets, get train and flight schedules at the click of a button. Use Jet Wallet on your Vodafone Prepaid mobile phone to book Jet Airways tickets. You can also get Taxi fares on your Vodafone Prepaid mobile phone and make sure you dont ever get cheated.

Vodafone Services Fixed and other services To meet our customers total communications needs we have expanded into fixed broadband services, mobile advertising and new ways of enabling our business customers to increase the mobility and efficiency of their workforces Fixed broadband services We have developed fixed broadband services in many of our markets, to meet our customers total communications needs, mainly through Digital Subscriber Line (DSL) technology. Our consumer fixed broadband offers are available in Greece, the Netherlands, Portugal, New Zealand and Egypt, Italy and Spain. We offer business fixed broadband in the Czech Republic and Italy and a fixed broadband WiMax offer is available in Malta.

Business managed services We offer our business customers solutions which meet a wide variety of their communications needs:

Applications Many software programs have been developed for use on mobile devices and we can integrate these into our customers mobile portfolios. For example, workforces can have up to date sales information available at anytime, anywhere and schedules

DATA ANALYSIS AND INTERPRETATION

Table: 5.1 Based on dealership experience

Experience 6 months-1 year 1-3 yrs Above 3 yrs Total

No: of respondents 10 30 10 50

Percentage 20 60 20 100

Chart 5.1 Showing dealership experience

Interpretation:

The above table shows that out of the 100% around 20 % of the respondents had 1 year dealership experience, 60% had experience. 3 years experience and 20% had above 3 year

Table: 5.2 Based on duration of dealership with Vodafone service

Experience 6 months-1 year 1-3 yrs Above 3 yrs Total

No: of respondents 10 32 8 50

Percentage 20 64 16 100

Chart 5.2 Showing the duration of dealership with Vodafone service

Interpretation:

The above table shows that out of the 100% around 20 % of the respondents had up to 1 year dealership experience with Vodafone, 64% had up to 3 yrs experience and 16% had above 3 year experience. So the large extent of Vodafone dealers had above 1 year experience.

Table: 5.3 Based on service quality of Vodafone

Options Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied Total

No: of respondents 15 20 3 8 4 50

Percentage 30 40 6 16 8 100

Chart 5.3 Showing the service quality of Vodafone

Interpretation:

The above table shows that out of the 100% around 30 % of the respondents were highly satisfied to the service quality of Vodafone, 40% are satisfied , 6% are neutral in position, 16% are dissatisfied and 8% are highly dissatisfied. Majority of the Vodafone dealers were satisfied to the service quality of Vodafone.

Table: 5.4 Showing the factor enable to deal with Vodafone

options Promotional Scheme Quality of service Margin Total

No: of respondents 15 25 10 50

Percentage 30 50 20 100

Chart 5.4 Showing the factor enable to deal with Vodafone

Interpretation:

The above table shows that out of the 100% around 30 % of the respondents were enabled because of promotional schemes,50 % due to quality of service and 20% focused to the margin .The main factor was quality of service.

Table: 5.5 Based on credit period given by Vodafone

Options Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied Total

No: of respondents 15 20 3 8 4 50

Percentage 30 40 6 16 8 100

Chart 5.5 Showing the credit period given by Vodafone

Interpretation:

The above table shows that out of the 100% around 30 % of the respondents was highly satisfied to the service quality of Vodafone, 40% are satisfied , 6% are neutral in position, 16% are dissatisfied and 8% are highly dissatisfied. Majority of the Vodafone dealers are satisfied to the credit period given by Vodafone.

Table: 5.6 Showing the rate the promotional activity of Vodafone

Options Very good Good Average Poor Total

No: of respondents 9 21 15 5 50

Percentage 18 42 30 10 100

Chart 5.6 Showing the rate the promotional activity of Vodafone

Column1

Verygood Good Average Poor

Interpretation:

The above table shows that out of the 100% around 18% of the respondents gave a very good rate to Vodafone, 42% gave good rate, 30% provide average rate and 10% showed poor rate.

Table: 5.7 Showing the price of Vodafone product with others

Options High Affordable Low Total

No: of respondents 10 30 10 50

Percentage 20 60 20 100

Chart 5.7 Showing the price of Vodafone product with others

Interpretation:

The above table shows that out of the 100% around 20 % of the respondents were showing that Vodafone had high price with others, 60% showing affordable price and 20% showing that a low price. So Vodafone dealers are satisfied with the price range.

Table: 5.8 Based on type of promotional activity do you prefer with Vodafone

Options Free talk time Tariff plan SMS pack Other offers Total

No: of respondents 10 20 10 10 50

Percentage 20 40 20 20 100

Chart 5.8 Showing the type of promotional activity do you prefer with Vodafone

Colum n1

Free talk tim e Tariff plan SMS pack Other offers

Interpretation:

The above table shows that promotional activity of Vodafone out of the 100% around 20% of the respondents was preferred free talk time plan, 40% preferred tariff plans, 20% preferred SMS pack and 20% preferred other offers. .

Table: 5.9 Based on the expected service of Vodafone supplied to you in time?

Options Yes No To some extent Total

No: of respondents 30 5 15 50

Percentage 60 10 30 100

Chart 5.9 Showing the expected service of Vodafone supplied to you in time?

Colum n1
70 60 50 40 30 20 10 0 Yes No To som extent e

Interpretation:

The above table shows that out of the 100% around 60 % of the respondents were got the expected service of Vodafone, 10% respondents didnt get the service and 30% respondents were got to some extent of expected service.

Table: 5.10 Based on the deal with other companies

Options Yes No Total

No: of respondents 43 7 50

Percentage 86 14 100

Chart 5.10 Showing the deal with other companies

Colum n1

Yes No

Interpretation:

The above table shows that out of the 100% around 86% of the respondents were deal with other companies, 14% of the respondents couldnt deal with others. Few dealers have dealership of Vodafone only.

Table: 5.11 Showing proper accessibility of Vodafone product

Options Yes No Some extent Total

No: of respondents 27 8 15 50

Percentage 54 16 30 100

Chart 5.11 Showing proper accessibility of Vodafone product

Interpretation:

The above table shows that out of the 100% around 54 % of the respondents were showing that they had proper accessibility of Vodafone product, 16% of the respondent couldnt got the proper accessibility of Vodafone and 30% got to some extent of accessibility.

Table: 5.12 Showing the factors about the employees dealings

Options Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied Total

No: of respondents 15 20 3 8 4 50

Percentage 30 40 6 16 8 100

Chart 5.12 Showing the factors about the employees dealings

Interpretation:

The above table shows that out of the 100% around 30 % of the respondents are highly satisfied with the employees dealings of Vodafone, 40% are satisfied, 6% are neutral in position, 16% are dissatisfied and 8% are highly dissatisfied.

Table: 5.13 Based on factors expected from Vodafone

Options Promotional scheme Sales follow up Credit facility Service Total

No: of respondents 17 9 9 15 50

Percentage 34 18 18 30 100

Chart 5.13 Showing the factors expected from Vodafone

Interpretation:

The above table shows that the factors expected from Vodafone out of the 100% around 34 % of the respondents wanted promotional scheme, 18% needed sales follow up, 18% expected credit facility and 15% expected service from Vodafone.

Table: 5.14 Based on complaints about Vodafone products

Options Yes No Total

No: of respondents 13 37 50

Percentage 26 74 100

Chart 5.14 Showing the complaints about Vodafone products

Interpretation:

The above table shows that out of the 100% around 26 % of the respondents had complaints against Vodafone and 74% had no complaints. So Vodafone gave more importance in dealership facilities.

Table: 5.15 Based on recommendation for Vodafone product

Options Yes No Total

No: of respondents 41 9 50

Percentage 82 18 100

Chart 5.15 Showing the recommendation for Vodafone product

Interpretation:

The above table shows that out of the 100% around 82 % of the respondents were recommended Vodafone product to their customers but 18% couldnt recommend Vodafone product.

Table: 5.16 Based on the suggestion to improve the quality of Vodafone service

Options Yes No Total

No: of respondents 19 31 50

Percentage 38 62 100

Chart 5.16 Showing the suggestion to improve the quality of Vodafone service

Colum n1
70 60 50 40 30 20 10 0 Yes No

Interpretation:

The above table shows that out of the 100% around 38 % of the respondents suggested to improve the quality of Vodafone service, 62% of the respondents are fully satisfied with the quality of Vodafone service.

Table: 5.17 Based on the after sales service

Options Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied Total

No: of respondents 10 23 7 6 4 50

Percentage 20 46 14 12 8 100

Chart 5.17 Showing the after sales service

Interpretation:

The above table shows that out of the 100% around 20 % of the respondents are highly satisfied to the after sales service of Vodafone, 46% are satisfied , 14% are neutral in position, 12% are dissatisfied and 8% are highly dissatisfied. Majority of the Vodafone dealers are satisfied to the after service of Vodafone.

Table: 5.18 Based on the overall service of Vodafone

Options Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied Total

No: of respondents 13 28 3 4 2 50

Percentage 26 56 6 8 4 100

Chart 5.18 Showing the overall service of Vodafone

Interpretation:

The above table shows that out of the 100% around 26 % of the respondents are highly satisfied to the overall service of Vodafone, 56% are satisfied , 6% are neutral in position, 8% are dissatisfied and 4% are highly dissatisfied. Majority of the Vodafone dealers are satisfied with the overall service of Vodafone.

FINDINGS

 Most of the Vodafone dealers had above 1 year experience. It is comparatively high in nature. So we can identify that Vodafone had a strong dealership. Vodafone maintain good quality service. Because most of dealers are satisfied with companys service quality. Dealers mainly focus Vodafones promotional scheme, quality of service, and margins. Most of the dealers were satisfied credit period given by Vodafone. Promotional activity of Vodafone had a good rate and also the price is affordable. Balanced level of expected service is given to dealers.
Vodafone possess a proper accessibility for its product. To some extent dealers are

satisfied with the employees dealings. Huge strength of Vodafone dealers are recommended Vodafone product to their customers.
Dealers are satisfied with the after sales service of Vodafone product. But a narrow

numbers are dissatisfied. The knowledge about schemes provided by Vodafone is average and it has to improve. Few of respondents are unsatisfied with Vodafone services due to network and coverage problem. The sales of Vodafone are low compare to other service providers (i.e. Airtel, Idea, BSNL)

SUGGESTIONS

 Vodafone has good brand image across consumers mind but it has to provide effective network service to their existing dealers and they have to try to attract nonexisting dealers.

Advertisement of the Vodafone is excellent and most of the respondents like it, rather focusing on promotional activities they have to concentrate more on service.

According to the survey students are the more users of Vodafone and they want low call rates with free SMS.

Vodafone has to introduce more plans or tariffs.

Vodafone has to improve dealership service

Some people are being disturbed by promotional calls received from Vodafone, so

Vodafone has to reduce promotional calls to the customers.

CONCLUSION
According to the project undertaken at Vodafone in the service provided by Vodafone is good. The dealers are satisfied with the services provided by Vodafone. The network coverage of Vodafone is good, there is no new tariffs introduced. Instead of focusing on promotional activities they should focus more on the quality of service.

The Grievance handling of Vodafone is good and customers are satisfied. Now the company had a good brand image. So Vodafone has a good scope to improve in the near future. They can focus more on the improvement of network coverage. They should introduce new tariffs, offers and to attract dealers and the customers.

BIBLIOGRAPHY
Marketing Research -By Tull & Hawkins. Marketing Management- By Philip Kotler

Web Sites

www.vodafone.com www.vodafone.in www.wikipedia.com www.google.com www.trai.gov.in

QUESTIONNAIRE
Dear Sir / Madam, I am pleased to introduce myself Muhammed Jebin B student of Institute of Management in Kerala, Alappuzha. As a part of curriculum I am doing my Project in Vodafone, Alappuzha. I would be pleased if you spare your precious time in completing this questionnaire that would enable me to enrich my familiarity with topic Dealers Satisfaction and complete the study successfully. . The information provided by you will be kept confidential and will be used only for study purpose. Thank you, Muhammed Jebin B NAME PLACE PHONE NO Study Factors 1) Experience in dealership? 6 months 1 year 1-3 yrs Above 3 yrs SHOP NAME

2) How long are you dealing with Vodafone services? 6 months 1 year 1-3 yrs Above 3 yrs

3) What do you feel about service quality of Vodafone? Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

4) Which factor enables you to be the dealer of Vodafone? Promotional scheme Quality of service Margin

5) What do you feel about credit period given by Vodafone? Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

6) How do you rate the promotional activity of Vodafone? Very good Good Average Poor

7) How do you rate the price of Vodafone product with others? High Affordable Low

8) What type of promotional activity do you prefer with Vodafone? Free talk time Tariff Plan SMS pack Other offers

9) Whether the expected service of Vodafone supplied to you in time? Yes No To some extent

10) Are you dealing with other companies? Yes No If yes specify------------------

11) Do you have proper accessibility of Vodafone product? Yes No To some extent

12) What do you feel about the employees dealing with you? Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

13) What are the factors that you expect from Vodafone? Promotional Schemes Sales follow up Credit facility Service

14) Do you have any complaints about Vodafone products? Yes No If yes specify------------------

15) Do you recommend your customers about Vodafone product? Yes No if yes specify------------------

16) Do you have any suggestion to improve the quality of Vodafone service? Yes No If yes specify-------------------

17) What do you feel about after sales service? Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

18) Are you satisfied with the overall service of Vodafone?

Highly satisfied

Satisfied Neutral

Dissatisfied

Highly dissatisfied