A study on communication gap between retailers & vodafone distributor and the satisfaction level of retailers towards vodafone distributor

Karnataka Law Society’s
INSTITUTE OF MANAGEMENT EDUCATION AND RESEARCH
Adarsh Nagar, Hindwadi, BELGAUM- 590011

E-mail: directoredu@klsimer.edu Web: www.klsimer.edu

(Affiliated to Karnatak University, Dharwad)

A
Summer In-plant Project Report on
“A STUDY ON COMMUNICATION GAP BETWEEN RETAILERS &
VODAFONE DISTRIBUTOR AND THE SATISFACTION LEVEL OF
RETAILERS TOWARDS VODAFONE DISTRIBUTOR”
Undertaken at

M/S. GURUKRUPA ENTERPRISE, BIJAPUR.
Submitted in Partial fulfillment of the requirement for the award of
Master Degree in Business Administration
During the academic year 2009-2010
By
Md SHARIF. D. MULLA
MBA II Semester
Exam No.MBA09003043

Institute Guide External Guide

Prof. Amruta. Mishrikoti. Mr. Aditya. Darbar

Karnataka Law Society’s
INSTITUTE OF MANAGEMENT EDUCATION AND RESEARCH
Adarsh Nagar, Hindwadi, BELGAUM- 590011

E-mail: directoredu@klsimer.edu Web: www.klsimer.edu

(Affiliated to Karnatak University, Dharwad)

CERTIFICATE

This is to certify that Mr. Md SHARIF. MULLA

Has satisfactorily completed his Summer in plant Project
At

M/S. GURUKRUPA ENTERPRISE, BIJAPUR.
Entitled
“A STUDY ON COMMUNICATION GAP BETWEEN RETAILERS &
VODAFONE DISTRIBUTOR AND THE SATISFACTION LEVEL OF
RETAILERS TOWARDS VODAFONE DISTRIBUTOR”

In partial fulfillment of the requirement of Master’s Degree in Business Administration
awarded by the Karnatak University, Dharwad, for the year 2009-2010.

Institute Guide Director
Prof. Amruta. Mishrikoti. Dr. A. B. Kalkundrikar,
Faculty- Member, Director,
KLS’s IMER, KLS’s IMER,
Belgaum. Belgaum.

CHAPTER 1

EXECUTIVE SUMMARY

Retailers and distributors play key role in building powerful brand and achieving
promotional objectives by forming an important link between service provider and ultimate
customer. The project taken by me was “STUDY ON COMMUNICATION GAP BETWEEN
RETAILERS &VODAFONE DISTRIBUTOR AND SATISFACTION LEVEL OF
RETAILERS TOWARDS VODAFONE DISTRIBUTOR IN BIJAPUR CITY .”

NEED FOR THE STUDY

It helps the distributor to know the needs and requirements of retailer for improving the sales;
it helps the distributor to understand the communication gap between retailers and distributor.

MAIN OBJECTIVES OF THE RESEARCH:

• To know the needs & requirements of a Vodafone retailers.

• To analyze the communication gap between retailers & Vodafone distributor.

• To understand supply policy of Vodafone distributor, materials like ER, PRC, SIM cards,
Posters, etc.

• To analyze the satisfactory level of retailers with the Vodafone distributor.

• To analyze the response of Vodafone DSE to the problem of retailers.

LIMITATION OF THE STUDY:

The study is restricted in the scope owing to the following limitations:
1. The study is limited to a particular geographical area that is BIJAPUR city only.

2. The information and data collected and analyzed is restricted to the researchers’
knowledge and ability.
3. The answers that I have got from the retailers cannot be considered as totally perfect
because of various personal and other limitations.
4. Cost and time was also another limiting factor that affected the study.

About telecommunication in INDIA

The stupendous growth of the telecommunication companies in India over the

last fifteen years can be attributed to the liberal government of India, economic policy. The

economic renaissance affected in the early 1990s brought around a paradigm shift on the overall

business scenario of India. The telecommunication companies in India went through a huge

make-over during the implementation of the open-market policy of India.

The economic contribution made by these newly formed telecommunication

companies of India is really mentioned worthy and this industry witnessed highest growth after

the Indian Information Technology industry. The robust growth of Indian economy after the

economic liberalization in the 1990s induced massive change in the telecom policy and new

draft was framed and implemented by the 'Telecom Regulatory Authority of India' (TRAI) and

'Department of Telecommunication' (DOT), under the Ministry of Telecommunication

government of India. The main aim of these telecommunication companies in India is to provide

basic telephony services to each and every Indian.

With the advent of private telecommunication companies in India, the industry

witnessed introduction of mobile telephones into the Indian market and it became popular

amongst the Indian masses in no time. Today two types of mobile phone service providers

operates in the Indian market, like the following -

• Global System for Mobile Communications (GSM)

• Code Division Multiple Access (CDMA)

The main binding objective for all the telecommunication companies operating in India is as

follows -

• To facilitate telecommunication for all

• Ensuring quick availability of telephone connectivity

• Achieve universal service access at affordable price covering all Indian villages, as early

as possible

• Providing world class telecommunication services

• Solving consumer complaints, resolve disputes, and special attention to be given to

public interface

• To provide widest possible range of services at reasonable prices

• To emerges as a major manufacturing base and major exporter of telecommunication

equipment

• To protect the defense and security interests of the country

Three types of service providers exist in the Indian telecommunication sector, like the following

-

• State owned companies like - Bharat Sanchar Nigam Ltd, Videsh Sanchar Nigam Ltd and

Mahanagar Telephone Nigam Ltd

• Private Indian owned companies like - Reliance Infocomm and Tata Teleservices.

• Foreign invested companies like - Vodafone-Essar, Bharti Tele-Ventures, Escotel, Idea

Cellular, BPL Mobile, Spice Communications etc.

About Vodafone

This case study examines how two businesses that have global appeal are co-operating to

achieve their shared visions for their companies and brands

Company vision

Vodafone: To become a global mobile leader in terms of profit, customers and value, making

mobile networks the "nervous system" of the networked economy spanning three major

developed markets (Europe, US and Japan).

Brand vision

Vodafone A 'can do' approach that makes life easier for customers.

Vodafone's current business strategy is to grow through geographic expansion, acquisition of

new customers, retention of existing customers and increasing usage through innovations in

technology.

This is proving a very successful strategy, as is evident from Vodafone's UK success.

Vodafone opened the UK's first cellular network on 1 January 1985. It has been the market

leader since 1986; its UK networks carry over 100 million calls each week. Vodafone currently

has the largest share of the UK cellular market. It is anticipated that by 2005 there will be over

one billion mobile phone users throughout the world, using a wide range of phones including

'third generation' and Wireless Application Protocol (WAP) enabled phones. Nearly two-thirds of

these mobile phones will be WAP enabled and with rapid increases in processing power, third

generation mobile phone users will be able to:

• find out cinema programmed schedules and seat availability

• book the tickets

• study the best route and where to park

• access the Internet

• Hold video conferences while on the move.

Vodafone is well placed to benefit from these developments. As a global

telecommunications company, Vodafone benefits from the advantages of operating across a

range of markets which enables them to benefit from huge cost savings resulting from dealing

with single suppliers worldwide for example.

Vodafone's marketing strategy

Vodafone's marketing aim in the UK is to retain market leadership. Vodafone's strategy

is product-led; the company is continually developing new products and services which utilize

the latest technological advances. However, as consumers become increasingly sophisticated

users of modern mobile technology, they make new demands and seek added value through

product improvements. Consumers are becoming more demanding and suppliers have to listen.

Vodafone must feed this back into its product strategy.

For example, young people think hard about which mobile phone to buy. In

their search for the widest range of appropriate services and the best value for money, young

people in particular examine catalogues, surf the Internet and study what their friends have

bought. Trying to sell to them is tough. In order to retain market leadership, Vodafone has

established a set of marketing objectives. These are to:

• obtain new customers

• keep the customers it already has

• introduce new technologies and services (e.g. text messaging, WAP)

• Continue to develop the Vodafone brand.

Vodafone is achieving these objectives by continually updating the range of

phones and services offered to keep ahead of its competitors. Vodafone also communicates

regularly with its customers to keep them well informed of the benefits of all Vodafone products.

Marketing benefits

The marketing benefits for Vodafone from the alliance cover three main areas.

• Enhancing brand awareness and image

The agreement includes the incorporation of Vodafone's brand logo on the playing kit,

the rights to use the Manchester United logo in promotions, advertising and perimeter signage at

all Manchester United home games (excluding European Champions League). Vodafone also

features strongly in Manchester United marketing materials including match programs, the

Manchester United magazine and internet site www.manutd.com. The association with a football

team, especially Manchester United, also adds excitement, passion, fun and emotion to the

Vodafone brand.

These benefits clearly support marketing objectives by promoting and enhancing the

Vodafone brand, which will help to win and retain customers.

• Extending the range of products and services

Through the link with Manchester United, Vodafone has the opportunity to

increase sales of phones and accessories. With a variety of 'Reds' phones and accessories,

Vodafone is offering a range of Manchester United phone covers and cases with different

designs. Offering Manchester United branded phones and accessories enables Vodafone to win

more customers and increase brand awareness across the globe wherever there is a Manchester

United fan.

• Adding value to services

The Official Mobile Communications Service for Manchester United fans is

manUmobile. It is typical of the added value services that Vodafone is creating. Thanks to

manUmobile, fans have direct access, through their mobile phone, to the latest news from the

club 24 hours a day. Once users have registered at http://www.manumobile.com from their PC,

they can receive a host of information direct to their digital mobile phone via text messaging.

These services include text alerts giving fixture lists, match information, match incidents and

news flashes. manUmobile ensures that fans know what is happening on the pitch, even if they

are not at the game and are miles away from a TV set.

Fans can also register and access the service with a WAP handset via

http://www.manumobile.com/wap.

Using this service, fans will have access to club news, details of ticket

availability, route guidance to Old Trafford and detailed statistical information about each team

or squad member. Under match information they can find fixture details, Premiership league

tables, reviews of matches, match reports and so on.

Added value services such as manUmobile enable Vodafone to meet its marketing

objectives of gaining and retaining its customer base, enhancing the brand and introducing new

technologies to an informed and enthusiastic target audience. The marketing benefits described

above enable Vodafone to promote its global branding strategy by using the UK as a launch pad

for stretching its own brand across the globe through one of the UK's most prestigious global

brands: Manchester United.

RESEARCH METHODLOGY

PROBLEM STATEMENT: “Study on communication gap between retailers &Vodafone

distributor and satisfaction level of retailers towards Vodafone distributor in BIJAPUR

city.”

METHODOLOGY

The methodology adopted to fulfill the objectives of the project is as follows

• Observations

• Interview

SAMPLE DESIGN:

Population for this research is 190 retailers.

SAMPLE SIZE = 100 retailers.

SAMPLE AREA: BIJAPUR CITY

SAMPLING METHOD: Simple random sampling

TOOLS USED FOR ANALYSIS:

1. Sample testing in SPSS software

2. Graphical Representation of Analysis:

a. Bar Diagrams

HYPOTHESES

1) There is communication gap existed between retailers & Vodafone distributor with

respect to A) Knowledge about schemes B)Communication of schemes.

A) H0: Less than or equal to 80% of retailers feel that the DSE’s has good knowledge about

schemes

H1: More than 80% of retailers feel that the DSE’s has good knowledge about schemes

B) H0: Less than or equal to 80% of retailers feel that the DSE’s clarity of communication is

good

H1: More than 80% of retailers feel that the DSE’s clarity of communication is good

2) Retailers are satisfied with the distributor with respect to A) DSE visit B) supply of SIM

cards C) supply of promotional materials D) Overall support of distributor.

A) H0: Less than or equal to 80% of retailers are satisfied with the distributor with respect to

DSE visit to the outlet

H1: More than 80% of retailers are satisfied with the distributor with respect to DSE visit

to the outlet

B) H0: Less than or equal to 80% of retailers are satisfied with the distributor with respect to

supply of SIM cards.

H1: More than 80% of retailers are satisfied with the distributor with respect to supply of

SIM cards.

C) H0: Less than or equal to 80% of retailers are satisfied with the distributor with respect to

supply of promotional materials


promotional materials

D) H0: Less than or equal to 90% of retailers are satisfied with the distributor with respect to

Overall support of distributor.

H1: More than 90% of retailers are satisfied with the distributor with respect to Overall

support of distributor

CHAPTER 2

1. Since how many years you have been associated with vodafone?

Cumulative
Frequency Percent Valid Percent Percent
Valid less than 1 year 24 24.0 24.0 24.0
1-3 years 22 22.0 22.0 46.0
3-5 years 24 24.0 24.0 70.0
more than 5 years 30 30.0 30.0 100.0
Total 100 100.0 100.0


30

20
Percent

10

0
less than 1 year 1-3 years 3-5 years more than 5 years

INTERPRETATION: From the above table we analyzed that 30% of the respondents are

associated with the Vodafone more than 5 years. 24% of them associated with 3-5 years. 24% of

them associated with less than 1 year & remaining 20% of them associated with 1-3 years.

2. How fre que ntly doe s voda fone DSE visit your outle t in a w e e k?

Cumulative
Valid Daily 70 70.0 70.0 70.0
twice 10 10.0 10.0 80.0
thrice 6 6.0 6.0 86.0
4 times 14 14.0 14.0 100.0
Total 100 100.0 100.0

2. How frequently does vodafone DSE visit your outlet in a week?

60
Percent

40

20

0
Daily twice thrice 4 times
2. How frequently does vodafone DSE visit your outlet in a week?

INTERPRETATION: From the above chart we analyzed that 70% of respondents said, the

Vodafone DSE visit daily. 14% of them said DSE visit 4 times in a week. 10% of them said

twice in a week & remaining 6% of them said thrice in a week.

3. Does your DSE supply stocks like ER, PRC, sim ca rds time to time?

Cumulative
Valid yes 94 94.0 94.0 94.0
no 6 6.0 6.0 100.0
Total 100 100.0 100.0

3. Does your DSE supply stocks like ER, PRC, sim cards time to time?

100

80
Percent

60

40

20

0
yes no
3. Does your DSE supply stocks like ER, PRC, sim cards time to time?

INTERPRETATION: From the above chart we analyzed that 94% of respondents said that, the

DSE supply ER, PRC, SIM cards time to time & remaining 6% of them said not regularly.

4. How many days in a week you expect DSE to visit your outlet?

Cumulative
Valid daily 82 82.0 82.0 82.0
alternate days 12 12.0 12.0 94.0
any 3 days 6 6.0 6.0 100.0
Total 100 100.0 100.0


100

80
Percent

60

40

20

0
daily alternate days any 3 days

INTERPRETATION: From the above chart we analyzed that 82% of respondents expect

DSE visit daily & remaining 12% of them expect alternate days & remaining 6% of them

expect any 3 days of a week.

5. How regularly does your DSE supplies the sign board, posters, etc.

For communicating timely tariff plans & offers?

64

64.0

64.0

64.0

36

36.0

36.0

100.0

100

100.0

100.0

Regularly

Occasionally

Total

Valid

Frequency

Percent

Valid Percent

Cumulative

Percent



Occasionally

Regularly

Percent

60

40

20

0



INTERPRETATION: From the above chart we analyzed that 64% of respondents said that,

the DSE supply sign board, posters, etc, regularly & remaining 36% of them said occasionally.

6. Rate your opinion on the following parameters of service provided by the DSE

6. a. Knowledge about schemes

52

52.0

52.0

52.0

40

40.0

40.0

92.0

8

8.0

8.0

100.0

100

100.0

100.0

Very good

Good

Average

Total

Valid

Frequency

Percent

Valid Percent

Cumulative

Percent

6...a. Knowledge about schemes

Average

Good

Very good

Percent

60

50

40

30

20

10

0

6. a. Knowledge about schemes

INTERPRETATION: From the above table we analyzed that 52% of respondents have rated

very good on knowledge about schemes. 40% of them have rated good on knowledge about

schemes. 8% of them rated average on knowledge about schemes.

6. b. Communication of scheme

44

44.0

44.0

44.0

46

46.0

46.0

90.0

10

10.0

10.0

100.0

100

100.0

100.0

Very good

Good

Average

Total

Valid

Frequency

Percent

Valid Percent

Cumulative

Percent


Average

Good

Very good

Percent

50

40

30

20

10

0


INTERPRETATION: From the above table we analyzed that 44% of respondents have rated

very good on communication of schemes. 46% of them have rated good on communication of

schemes. 10% of them have rated average on communication of schemes.

7) Rate your satisfaction level on the following parameters.

7.a. DSE visit

Cumulative
Valid highly satisfied 78 78.0 78.0 78.0
satisfied 20 20.0 20.0 98.0
average 2 2.0 2.0 100.0
Total 100 100.0 100.0

7.a. DSE visit

80

60
Percent

40

20

0
highly satisfied satisfied average
7.a. DSE visit

INTERPRETATION: From the above table we analyzed that 78% of respondents are highly

satisfied with the DSE visit, 20% of them are satisfied with the DSE visit, 2% of them are

neither satisfied nor dissatisfied.

7.b. Supply of sim cards

Cumulative
satisfied 62 62.0 62.0 80.0
average 20 20.0 20.0 100.0
Total 100 100.0 100.0


60
Percent

40

20

0


satisfied with the supply of SIM cards, 62% of them are satisfied with the supply of SIM cards,

20% of them are neither satisfied nor dissatisfied.

7.c. Supply of promotional materials

Cumulative
satisfied 66 66.0 66.0 80.0
average 20 20.0 20.0 100.0
Total 100 100.0 100.0


60
Percent

40

20

0


satisfied with the supply promotional materials, 66% of them are satisfied with the supply of

promotional materials, 20% of them are neither satisfied nor dissatisfied.

7.d. overall support

Cumulative
satisfied 70 70.0 70.0 88.0
average 12 12.0 12.0 100.0
Total 100 100.0 100.0


60
Percent

40

20

0

INTERPRETATION: From the above table we analyzed that 18% of respondents highly

satisfied with the overall support. 70% of them satisfied with the overall support12% of them

neither satisfied nor dissatisfied.

8. How do you ra te the sa le of Voda fone in your outle t?

Cumulative
Valid excellent 36 36.0 36.0 36.0
good 60 60.0 60.0 96.0
average 4 4.0 4.0 100.0
Total 100 100.0 100.0

8. How do you rate the sale of Vodafone in your outlet?

60

50

40
Percent

30

20

10

0
excellent good average
8. How do you rate the sale of Vodafone in your outlet?


sale of Vodafone is excellent, 60% of them said the sale of Vodafone is good & remaining 4%

of them said average.

9. According to you w hich of the be low m e ntione d ope ra tors, ha s the highest
sale s in your outle t?

Cumulative
Valid vodafone 38 38.0 38.0 38.0
airtel 52 52.0 52.0 90.0
tatadocomo 10 10.0 10.0 100.0
Total 100 100.0 100.0

9. According to you which of the below mentioned operators, has the highest
sales in your outlet?

60

50

40
Percent

30

20

10

0
vodafone airtel tatadocomo
9. According to you which of the below mentioned operators, has the highest
sales in your outlet?


highest sale of operator in their outlet is airtel, 38% of them said that, the highest sale is

Vodafone & remaining 10% of them said Tata docomo.

10. What is the average sale of ER in your outlet in a month?

8

8.0

8.0

8.0

56

56.0

56.0

64.0

30

30.0

30.0

94.0

6

6.0

6.0

100.0

100

100.0

100.0

<10000

10000-25000

25000-50000

50000-100000

Total

Valid

Frequency

Percent

Valid Percent

Cumulative

Percent

50000-100000

25000-50000

10000-25000

<10000

Percent
60

50

40

30

20

10

0


INTERPRETATION: From the above chart we analyzed that 56% of respondents said that,

the average sale of ER in a month in their outlet is between 10000-25000, 30% of them said

are between 25000-50000. 8% of them said are between 50000-100000 & remaining 6% of

them said less than 10000.

11. W hat is the average sale of PRC in your outlet in a month?

Cumulative
Valid <1000 24 24.0 24.0 24.0
1000-2000 56 56.0 56.0 80.0
2000-5000 20 20.0 20.0 100.0
Total 100 100.0 100.0

11. What is the average sale of PRC in your outlet in a month?

60

50

40
Percent

30

20

10

0
<1000 1000-2000 2000-5000
11. What is the average sale of PRC in your outlet in a month?


average sale of PRC in a month in their outlet is between1000-2000, 24% of them said, less

than 1000, 20% of them said between2000-5000.

12. What is the average sale of SIM cards in your outlet in a month?

36

36.0

36.0

36.0

28

28.0

28.0

64.0

20

20.0

20.0

84.0

12

12.0

12.0

96.0

4

4.0

4.0

100.0

100

100.0

100.0

<5

5-10

10-25

25-50

50-100

Total

Valid

Frequency

Percent

Valid Percent

Cumulative

Percent


50-100

25-50

10-25

5-10

<5

Percent

40

30

20

10

0


INTERPRETATION: From the above chart we analyzed that 28% of respondents said that

the average sale of SIM cards in a month in their outlet is 5-10, 20% of them said that is 10-25,

12% of them said that is 25-50, 4% of them said that is 50-100 & remaining 36% of them said

that is less than 5.

13. How do you get to know about the newly launched plans & offers?

(((

28

28.0

28.0

28.0

8

8.0

8.0

36.0

64

64.0

64.0

100.0

100

100.0

100.0

SMS

Advertising

byDSE

Total

Valid

Frequency

Percent

Valid Percent

Cumulative

Percent


60
Percent

40

20

0
SMS Advertising byDSE

INTERPRETATION: From the above chart we analyzed that 64% of respondents said that they

get to know about newly launched plans & offers by DSE. 28% of them said that from SMS. 8%

of them said from advertising.

HYPOTHESES TESTING
1) There is communication gap existed between retailers & Vodafone distributor with
respect to A) Knowledge about schemes B) Communication of schemes.

A) H0: Less than or equal to 80% of retailers feel that the DSE’s has good Knowledge about
schemes

H1: More than 80% of retailers feel that the DSE’s has good knowledge about scheme

Sample size: 100
Found No: 92 Method:
Z test H0:
V<0.8 H1:
V>=0.8

Standard error of proportion (for population)

^-p= sqrt(p(1-p))/ n-1

Sqrt(0.8 * 1-0.8)/99

^-p=0.040

Critical value = p + z * ^-p

= 0.8 + 1.96 (0.040)

= 0.88

Test Statistic value
P= no. of favorable responses/ Sample size
= 92 / 100 = 0.92

P is (0.92) more than the critical value that is (0.88), it falls in rejection area, and therefore H0
is rejected.

B) H0: Less than or equal to 80% of retailers feel that the DSE’s clarity of communication
is good

H1: More than 80% of retailers feel that the DSE clarity of communication is good.

Sample size: 100
Found No: 90
Method: Z test

H0: V<0.8

H1: V>=0.8


^-p= sqrt(p(1-p))/ n-1

Sqrt(0.8 * 1-0.8)/99

^-p=0.040


= 0.8 + 1.96 (0.040) = 0.88



= 90 / 100 = 0.90

is rejected.

2) Retailers are satisfied with the distributor with respect to A) DSE visit B) supply of SIM
cards C) supply of promotional materials D) Overall support of distributor.

A) H0: Less than or equal to 80% of retailers are satisfied with the distributor with respect to
DSE visit to the outlet

H1: More than 80% of retailers are satisfied with the distributor with respect to DSE visit
to the outlet.

Sample size: 100
Found No: 98
Method: Z test
H0: V>=0.8

H1: V<0.8


^-p= sqrt(p(1-p))/ n-1

Sqrt(0.8 * 1-0.8)/99

^-p=0.040


= 0.8 + 1.96 (0.040) = 0.88



= 98 / 100 = 0.98

is rejected

B) H0: Less than or equal to 80% of retailers are satisfied with the distributor with respect to
supply of SIM cards.

SIM cards.

Sample size: 100

Found No: 80

Method: Z test

H0: V<0.8

H1: V>=0.8


^-p= sqrt(p(1-p))/ n-1

Sqrt(0.8 * 1-0.8)/99

^-p=0.040


= 0.8 + 1.96 (0.040) = 0.88



= 80 / 100 = 0.8

P is (0.8) less than the critical value that is (0.88), it falls in acceptance area, and therefore H0 is
accepted.

C) H0: Less than or equal to 80% of retailers are satisfied with the distributor with respect to
supply of promotional materials

promotional materials

Sample size: 100

Found No: 80

Method: Z test

H0: V<0.8

H1: V>=0.8


^-p= sqrt(p(1-p))/ n-1

Sqrt(0.8 * 1-0.8)/99

^-p=0.040


= 0.8 + 1.96 (0.040)

= 0.88



= 80 / 100 = 0.8

P is (0.8) less than the critical value that is (0.88), it falls in acceptance area, and therefore H0
is accepted.

D) H0: Less than or equal to 90% of retailers are satisfied with the distributor with respect to
overall support of distributor.

H1: More than 90% of retailers are satisfied with the distributor with respect to Overall
support of distributor

Sample size: 100

Found No: 88

Method: Z test

H0: V<0.9

H1: V>=0.9


^-p= sqrt(p(1-p))/ n-1

Sqrt(0.9 * 1-0.9)/99

^-p=0.030


= 0.9 + 1.96 (0.030) = 0.96



= 88 / 100 = 0.88

P is (0.88) less than the critical value that is (0.96), it falls under acceptance area, and therefore

H0 is accepted.

FINDINGS

• From the study it is found that 70% of retailers said that the Vodafone DSE visit daily

to their outlet.

• From the study it is found that 94% of retailers said that the DSE supplies ER, PRC, SIM

cards regularly.

• It is found that 64% of retailers said that the DSE supplies sign boards, posters, etc,

regularly.

• As per the hypothesis testing it is found that the test statistic value (0.92) is more than

the critical value (0.88), therefore H0 rejected. It is found that 92% of retailers feel that

DSE has good knowledge about schemes.

• Statistic value is (0.90) more than the critical value (0.88) it falls under rejection area;

therefore, from the hypothesis calculation & analyses it is found that 90% of retailers

feel that the DSE has the good clarity of communication about scheme.

• Test statistic is (0.98) more than the critical value (0.88) it falls under rejection area, and

also from analyses it is found that 98% of retailers are satisfied with the DSE visit.

• Test statistic is (0.8) less than the critical value (0.88) it falls under acceptance area, and

also from analyses it is found that 80% of retailers are satisfied supply of SIM cards.


also from analyses it is found that 80% of retailers are satisfied supply of promotional

materials.


also from analyses it is found that 88% of retailers are satisfied with the overall

support.

• 60% of retailers said that the sale of Vodafone is good.

• From the study it is found that 6%, 20%, 4%, of retailers said that the average sale of

Vodafone ER, PRC, SIM cards, are 50000-100000, 2000-5000, 50-100 respectively.

SUGGESTIONS

• The distributor has to give some extra promotional materials like gifts, incentives, to
those retailers whose average sales are more than the Rs.1, 00,000 per month.

• The main person of distributor has to motivate to those retailers whose average sales are
less than Rs. 20,000 per month, and also check out, about the DSE’s visiting, supply of
handouts of new tariffs and plans and clarity of communication about new schemes once
in 15 days.

• The Distributor executive has to supply regularly posters, banners, handouts about new
tariffs and plans to retailers.

• The executive has to spend at least half an hour with the retailers to communicate about
new tariffs and plans.

CONCLUSION

Working with M/S. Gurukrupa enterprises (Vodafone distributor) for two months was

nice experience, here I came to know about the practical knowledge of distribution and helped

me to gain more knowledge about the telecom market.

From the overall study I conclude that Vodafone distributor is doing their job

well, retailers also satisfied with distributor’s visit, supply of promotional activities, the DSE

also has good knowledge and clarity of communication about new tariffs and plans. The only

place where the distributor has to concentrate is to motivate retailers to improve the sales.

BIBLIOGRAPHY

1: Books

Market Research: Tull & Hawkins.

2: websites

www.vodafone.com

www.telecommunication in india.com

3: Projects

ANNEXURE

Dear Respondents

I am Md sharif. D. Mulla the student of 2 nd semester MBA from KLS’s IMER,

BELEGAUM, conducting a market survey on “A STUDY ON COMMUNICATION GAP

BETWEEN RETAILERS AND VODAFONE DISTRIBUTOR AND THE SATISFACTION

LEVEL OF RETAILERS TOWARDS VODAFONE DISTRIBUTOR IN BIJAPUR CITY.”

I assure that the information is given by you will be strictly used for academic purpose

only.

QUESTIONNAIRE

1: Since how many years have you associated with the Vodafone?

a) Less than 1 year b) 1-3 years

c) 3-5 years d) more than 5 years

2: How frequently does your Vodafone DSE visit your outlet in a week?

a) Daily b) Twice

c) Thrice d) 4 times

3: Does your DSE supply stocks like ER, PRC, SIM cards time to time?

a) Yes b) No

4: How many days in a week you expect Vodafone DSE to visit your outlet?

a) Daily b) Alternate days

c) Any 3 days d) Any 4 days

5: How regularly does your distributor supplies the sign board, posters, etc. for communicating

timely tariff plans &offers?

a) Regularly b) Occasionally

c) Irregularly d) Not at all

6: Rate your opinion on the following parameters of service provided by DSE.

PARAMETERS Very Good Average Bad Worst

good
Knowledge

about schemes
Communication

of schemes

7: Rate your satisfaction level on the following parameters.

PARAMETERS Highly Satisfied Average Dissatisfied Highly

satisfied dissatisfied
DSE visit
Supply SIM

cards
Supply of

promotional

materials
Overall support

8: How do you rate the sale of Vodafone in your outlet?

Excellent Good Average Bad Worst

9: According to you which of the below mentioned operators, has the highest sales in your
outlet?

a) Vodafone b) Airtel c) Idea

d) Reliance e) TATA docomo f) Aircel

g) Uninor

10: What is average sale of ER in your outlet in a month?
a) <10,000 b) 10,000-25,000 c) 25,000-50,000

d) 50,000-1, 00,000 e) >1, 50,000

11: What is average sale of PRC in your outlet in a month?
a)<1000 b) 1000-2000 c) 2000-5000

d) 5000-10,000 e) >10,000

12: What is average sale of SIM cards in your outlet in a month?
a) <5 b) 5-10 c) 10-25

d) 25-50 e) 50-100 f) >100

13: How do you get to know about the newly launched plans & offers? (Tick only one)
a) SMS b) Advertising

c) by DSE d) any others__________________

DECLARATION

I hereby declare that the project entitled “STUDY ON COMMUNICATION GAP

BETWEEN RETAILERS &VODAFONE DISTRIBUTOR AND SATISFACTION LEVEL

OF RETAILERS TOWARDS VODAFONE DISTRIBUTOR IN BIJAPUR CITY.” is an

independent Research Work carried out by me during Summer In-plant Project under the

Guidance of Prof.Amruta. Mishrikoti. This is not been previously submitted for award for any

degree or Diploma of this or any other University to the best of my knowledge.

Place: Belgaum. Md sharif. D. Mulla

ACKNOWLEDGEMENT

No work is said to be complete without thanking the people who have helped me in
perceiving any job. So this acknowledgement is for those who have played their role in
completion of my project entitled “study on communication gap between retailers
&Vodafone distributor and satisfaction level of retailers towards Vodafone distributor in
BIJAPUR city” The project would not have been completed without the kind of cooperation
and help of certain individuals to whom I owe this heartfelt gratitude.

First and foremost I would like to express my sincere gratitude to Dr. A. B.
Kalkundrikar Director KLS’s IMER Belgaum, for his constant support and encouragement
in carrying out this Summer In-plant Project.

At the very outset I would like to thanks Mr. Aditya. Darbar who constantly guided and
inspired me in completion of this project. During this period I experienced the real
environment, market situation, and mannerisms etc. that are very much needed in this
competitive environment.

My Sincere thanks to my Internal Guide Prof.Amruta. Mishrikoti for her valuable
guidance in the completion of this Project successfully.

I owe a debt of gratitude to my Parents, the silent guides in my Life without their never
ending support nothing would have been possible.

I also dedicate my sincere thanks to all Teaching Staff Members and Non Teaching Staff
for their help.

Last but not the Least I thank my friends and each and every one who directly or
indirectly helped me in making my project successful.

Md sharif. D. Mulla

MBA II SEM-AUGUST 2010

Date: 11-08-2010

INDEX

CHAPTER EXECUTIVE SUMMARY 02

1 ABOUT TELECOMMUNICATION IN INDIA 03

ABOUT VODAFONE 05

RESEARCH METHODOLOGY 10

HYPOTHESES 11

CHAPTER ANALYSIS AND INTERPRETATION 14

2 HYPOTHESES TESTING 31

CHAPTER FINDINGS 44

3
SUGGESTIONS 46

CONCLUSION 47

BIBLIOGRAPHY 48

ANNEXURE 49

A study on communication gap between retailers & vodafone distributor and the satisfaction level of retailers towards vodafone distributor

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