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A WINTER TRAINING RESEARCH REPORT ON

Measure the Service Quality of the Cellular Service Provider And Customer Perception towards Mobile Instruments in Bharuch City
SUBMITTED TO

Narmada College of Management, Zadeshwar (Bharuch).


Affiliated to

Veer Narmad South Gujarat University, Surat.


In Partial Fulfillment of the Requirement for the degree of

MASTER OF BUSINESS ADMINISTRETION


Submitted By MOHAMMEDRAEESH PATEL MBA-II, SEM-IV Roll No. 833 UNDER THE GUIDANCE OF MR. NITIN WANI (FACULTY, NCM)

NARMADA COLLEGE OF MANAGEMENT, ZADESHWAR, BHARUCH 392001.

CERTIFICATE

TO WHOM SO EVER IT MAY CONCERN

This is to certify that MR. MohammedRaeesh Patel as a part of his curriculum has done winter Training on Measure the Service Quality of Cellular Service Privider and customer Perception towards Mobile Instruments in Bharuch city under our guidance from 01/01/2010 to 15/02/2010 towards the partial fulfilment of the requirement for the degree of Master of Business Administration of Veer Narmad South Gujarat University, Surat. We are pleased to state that the training was successfully completed and the report submitted was to our fullest satisfaction. Thanking you.

Mr. NITIN WANI (Faculty & Project Guide) NCM

Prof. TRUPTI ALMOULA. (I/C Director) NCM

DECLERATION

I, MohammedRaeesh Patel, student of MBA-II, sem -IV at Narmada College Of Mgmt. hereby declare that the report on Winter training entitled Measure the Service Quality of Cellular Service Provider and customer perception towards mobile Instruments in Bharuch city is prepared by me under the guidance of Mr. NITIN WANI, (Faculty & Project Guide) NCM .It is a result of my own work and indebtedness to other work publication, if any, have been duly acknowledge.

MohammedRaeesh Patel MBA-II NCM, BHARUCH

PREFERENCE

To study the theories of every subject is important for every student but without experience one cant achieve any success in todays life. As a student of the MBA, I have studied many theories in the classroom, but only after taking up this project work I have experienced and understood these theories and practices in its fullest sense, which plays a very important role in business field today. During this training, students get an opportunity to glance into the real business world. Here, students get a chance to observe.. Thus, doing training is the most valuable and important experience for any MBA Students. From this winter training, I had undergone a research project work on Measure the Service Quality of Cellular Service Provider and Customer Perception towards Mobile Instruments. During the training period I had studied what consumers pensive about Cellular Services and Mobile instruments

ACKNOWLEDGEMENT
I have been able to prepare my report successful and I acknowledge a special thanks to all those peoples without whose support it was impossible for me to make the project report. It has been enriching experience for me to undergo my winter training. I would hereby take this opportunity to show my gratitude towered my guide for what I have learnt during my training. A good response, feedback co-operation given by guide helped me in gaining knowledge and solving my queries. At last but not the least, I am thankful to anyone and everyone who took part directly or indirectly to complete this Project Report. With regards, Patel MohammedRaeesh Narmada College of Mgmt.

Executive summary
This Report is for measure the service quality of cellular service provider and customer perception towards mobile instruments in Bharuch city. The project objectives are (1) To measure service quality of the Cellular service Providers (GSM and CDMA) in Bharuch city. (2) To compare service quality of different cellular service providers (GSM and CDMA) in Bharuch city (3) Customer perception towards mobile instruments in Bharuch city. For the research is a systematic procedure was adopted. The research design chosen was descriptive research were both secondary and primary data were collected. The methodology adopted for collecting the primary data gathering information from customers of cellular service providers through questioner and the responses were collected through survey. Sample size of 280 respondents was taken for survey purpose. In my research I compare the Service quality of GSM and CDMA services and also the customer perception towards mobile instruments. The Major findings of my research are as follows: (A) Average gap of all service dimensions among all GSM service providers is lowest in Vodafone so service quality of Vodafone is better than other GSM service providers (B) Average gap of all service dimensions among all CDMA service providers is lower in TATA CDMA so service quality of TATA CDMA is better than Reliance CDMA in CDMA service providers. (C) Average gap of GSM service provider is lower than CDMA Service provider so service quality of GSM Service Provider is better than CDMA service providers (D) In mobile phone instruments 35% respondents use Nokia brand mobile instruments, 23% respondents use LG brand, 18% respondents use Samsung brand and remaining 10%, 6%, 5% and 3% respondents use others, Motorola, Sony and china mobile brand respectively. (E) It can be said that 32% of the respondents give maximum preference to operation feature of mobile, 26 % of the respondents prefer price, 21 % of the respondents prefer Functionality, 16 % of the respondents prefer Looks and 5 % of the respondents prefer Latest features

TABLE OF CONTENTS

Chapter No 1 2 3 4 5

Topic name Telecommunication Industry overview Cellular Service Provider & Mobile instruments overview Service Quality Model overview Research Methodology Analysis and Interpretations Analysis of service providers Analysis of mobile instruments

Page no 01 12 41 44 48 55 105 110 114 120 122

6 7 8 9

Findings Recommendations Bibliography Annexure

List of Graphs

Figure No 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46

Figure Title Market share of cellular service provider Age wise composition of sample Age wise respondents in different service provider Occupation wise composition of sample Occupation wise respondents in different service provider Income wise composition of sample Income wise respondents in different ser. Providers Gender wise composition of sample Gender wise respondents in different ser.provider Airtel (tangibility) Airtel (Reliability) Airtel (Responsiveness) Airtel (Assurance) Airtel (Empathy) Airtel (Price) Airtel (value added service) Airtel (All Dimensions) Vodafone (tangibility) Vodafone (Reliability) Vodafone (Responsiveness) Vodafone (Assurance) Vodafone (Empathy) Vodafone (Price) Vodafone (value added service) Vodafone (All Dimensions) Idea (tangibility) Idea (Reliability) Idea (Responsiveness) Idea (Assurance) Idea (Empathy) Idea (Price) Idea (value added service) Idea (All Dimensions) BSNL (tangibility) BSNL (Reliability) BSNL (Responsiveness) BSNL (Assurance) BSNL (Empathy) BSNL (Price) BSNL (value added service) BSNL (All Dimensions) Reliance GSM (tangibility) Reliance GSM (Reliability) Reliance GSM (Responsiveness) Reliance GSM (Assurance) Reliance GSM (Empathy)

Page No 11 49 50 51 51 52 53 53 54 56 56 57 57 58 58 59 60 62 62 63 63 64 64 65 66 68 68 69 69 70 70 71 72 74 74 75 75 76 76 77 78 80 80 81 81 82

47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78

Reliance GSM (Price) Reliance GSM (value added service) Reliance GSM (All Dimensions) Reliance CDMA (tangibility) Reliance CDMA (Reliability) Reliance CDMA (Responsiveness) Reliance CDMA (Assurance) Reliance CDMA (Empathy) Reliance CDMA (Price) Reliance CDMA (value added service) Reliance CDMA (All Dimensions) TATA CDMA (tangibility) TATA CDMA (Reliability) TATA CDMA (Responsiveness) TATA CDMA (Assurance) TATA CDMA (Empathy) TATA CDMA (Price) TATA CDMA (value added service) TATA CDMA (All Dimensions) Service Quality index of GSM Services Average gap of GSM services Comparison between GSM Services Service Quality index of CDMA Services Average gap of CDMA services Comparison between CDMA Services Dimensions of GSM and CDMA Services Comparison between GSM and CDMA Services Mobile Phone users Different liking features Like about instruments Functionality comparison between mobile Total usage of functionality

82 83 84 86 86 87 87 88 88 89 90 92 92 93 93 94 94 95 96 97 98 99 100 101 102 103 104 105 106 107 108 109

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