Projectsformba.blogspot.com: Customer Preferences in GSM Networks

Projectsformba.blogspot.com

CHAPTER - 1

INTRODUCTION OF THE STUDY

Projectsformba.blogspot.com 1


CHAPTER - 1
1.1 INTRODUCTION

Communication has been playing a pivotal role in man’s life from time
immemorial inventions like Radio, Television, Telephone and computer made a
tremendous change in the world. Development in the field of communication is at a
galloping pace. Due to these advanced technologies in communication the world has
shrinked in to a global village. Its purpose is to provide universal connectivity and
increase the efficiency and productivity in all sectors. Mobility helps one to send and
receive information any time, any where and make one to keep up the pace in this
competitive world.

Customer choice about particular product and services which mainly based on
attitude. According to this personal experience influence of Preference group, Age,
Income, Sex and Educational Qualifications.

The telecommunication services have made a rapid stride both in quality and
quantity. How ever the users at large are found dissatisfied with the quality of services
made available to them. The process of technological sophistication has gained the
momentum but the users are yet to get the quality service. The managerial experts feel
that the telecommunication sector needs a conceptualized marketing, which on the
other hand would improve the quality of services and make ways for the generation of
profits. Due to this limitations of the telecommunication sector, market for cell phones
emerged in India.



1.1 Indian Telecommunication Industry – Over View

At 110.01 million connections ' Indian Telecom Industry' is the fifth largest
and fastest growing in the world. The subscriber base has grown by 40% in 2005 and
is expected to reach 250 million in 2007.Over the last 3 years, two out of every three
new telephone connections they’re wireless. Consequently, wireless now accounts for
54.6% of the total telephone subscriber base, as compared to only 40% in 2003.
Wireless subscriber growth is expected to grow at 2.5 million new subscribers every
month in 2007. The wireless subscriber base skyrocketed from 33.69 million in 2004
to 62.57 million in FY 2004 -2005.

The wireless technologies currently in use ' Indian Telecom Industry ' are
Global System for Mobile Communications (GSM) and Code Division Multiple
Access (CDMA). There are primarily 9 GSM and 5 CDMA operators providing
mobile services in 19 telecommunication circles and 4 metro cities, covering more
than 2000 towns across the country. And the numbers are still growing for ' Indian
Telecom Industry '. ‘Telecom Industry in India ' is regulated by 'Telecom Regulatory
Authority of India' (TRAI). It has earned good reputation for transparency and
competence. Three types of players exists in ' Telecom Industry India ' community -

• State owned companies like - BSNL and MTNL.
• Private Indian owned companies like - Reliance Infocomm and Tata
Teleservices.
• Foreign invested companies like – Hutchison-Essar, Bharti Tele-Ventures,
Escotel, Idea Cellular, BPL Mobile, Spice Communications etc.

The ‘ Indian Telecom Industry ‘ services are not confined to basic telephone
but it also extends to internet, broadband (both wireless and fixed), cable TV, SMS,
IPTV, soft switches etc. The bottlenecks for ' Indian Telecom Industry ' are:
Slow reform process. Low penetration. Service
provider’s bears huge initial cost to make in roads and achieving break-even is
difficult. Huge initial investments. Limited spectrum availability and interconnection
charges between the private and state operators.



The telecom industry is one of the fastest growing industries in India. The NTP
1999 aimed at achieving a tele-density of 15% by 2010 but the same was achieved in
September 2006, f company’s years ahead of the schedule. The tele-density as on
September 2007 is 21.85%.

The total number of wireless subscribers in the country - including GSM,
CDMA and fixed mobile - has reached 209.08 million. The total subscriber number
including both wireless and wire line has already crossed 250 mn and is expected to
touch 500 mn by 2010 or probably much earlier to that. Of this the wireless segment
will largely drive the growth.

With the rapid increase in the cellular base the service providers will be
required to set up infrastructure to sustain growth and to offer services in new circles.
With falling revenue the cellular companies are looking at means of cutting costs. An
effective though not very popular means of cutting costs is infrastructure sharing. In
India there are few players providing such services at a very small scale.

Chart showing growth in Indian Cellular Infrastructure



1.2 Growth of Indian Mobile Industry

India is in 5th place in mobile subscribers behind China, America, Russia and Japan.
It may soon go to cross Japan and Russia. All this happened within a short span of 6
years.

This is mainly due to low prices, booming economy and aggressive marketing.
Indians who are slow to adopt new technologies surprisingly embraced these mobiles,
including my parents.

India may soon reach third place if this growth continued. Mobile became the
necessary commodity for Indians. Nokia already established manufacturing base in
Chennai. LG, Samsung and Motorola may soon follow Nokia path. 75% of Indian
mobile market is occupied by Nokia followed by Motorola with 13%. Nokia and
Motorola achieved this growth by releasing low end mobiles with basic features.
Samsung and Sony Ericcson are mainly targeted high end users.



1.2.1 GSM INTRODUCTION



The world's first cellular networks introduced in the early 1990s, used analog2
radio transmission technologies. Within a few years, millions of subscribers signed up
for service provided by the cellular networks, and demanded more and more airtime3.
As a result, dropped calls and network busy signals became common in many areas.

To accommodate more calls within the limited amount of radio spectrum4
available, the industry developed a digital5 wireless technology called GSM (Global
System for Mobile Communication). Today, most of the cellular phones in the world,
outside the U.S., use GSM technology. GSM, one of the oldest technologies used by
the cellular industry, is considered to be very dependable technology. By the
beginning of the 21st century, one billion cellular phones used this technology.

GSM has always grown and adapted to the changing needs of customers. The
number of GSM subscribers has increased over the years, with around 160 million
new customers added in 2002 alone. From 1997 to 2003, the number of GSM
customers increased 10 times. GSM, which is continuously evolving at a rapid pace,
provides several voice and data enabled services.

But just as GSM was being standardized, an even better solution for mobile
communication6 was found in another technology called CDMA (Code Division
Multiple Access). CDMA, a digital wireless technology, was pioneered and
commercially developed by Qualcomm.7 in CDMA there is no division of the
frequency band.8 the same frequency band is used repeatedly, and hence it is also
called Spread spectrum. CDMA was commercially introduced in 1995. In 2003,
CDMA became one of the fastest evolving technologies. In 1999, the International
Telecommunications Union (ITU) 9 selected CDMA as the industry standard for new
"third-generation" 3G; (Refer Exhibit-I for 3G) wireless systems. CDMA provides
clear, reliable voice communication and good data services. Many leading wireless
companies are using or are switching over to CDMA to make use of its high speed
services.

1.2.2 HISTORY OF GSM



During the early 1980s, there was rapid growth in the number of analog
cellular telephone systems10 in most European countries, particularly in the United
Kingdom, France, Germany and the Scandinavian countries. Unfortunately, every
country in Europe had its own system, which was incompatible with the equipment
and operations of the other systems. This was an undesirable situation since it limited
mobile equipment to national boundaries. Consequently, there was a very limited
market for each type of equipment.....

1.3 STATEMENT OF THE PROBLEM:



As result of economic reform, Globalization as enabled all the sectors to grow
and have tremendous changes in the respective areas. Telecommunication is not
exceptional one to this.

Telecommunication services have significant and rapid, growth in reason past.
Especially, Mobile phone services keep up the pace of competition for the customers
in terms, Speedy and convenient exchange of Ideas and Information.

Customer preference differs person to person, place to place. According to
there Age, Income, Area of residence, there preference choices are different. The
present study attempt to study the preferences of which GSM network connection is
customer’s choices and preferences in terms of Awareness and Satisfaction. This wills
helps mobile service providers to design appropriate policy and formulate the strategy
to retain there market in the competitive scenario.

1.4 OBJECTIVE OF THE STUDY

1. To study the range of product & service offered by Vodafone & Other GSM

operators.

2. To know the performance of Vodafone & Other GSM operators.

3. To compare the service quality of Vodafone, Airtel, Aircel & BSNL.

4. To offer suitable suggestion based on the findings of the study.

1.5 SCOPE OF THE STUDY



This study is confined to preference of Which GSM operator’s customers
Product is Best towards Mobile services with Special reference to Vodafone, Madurai
District.

This study is an attempt to analyze
1. The study will help the company to understand the Mobile users choose the
particular GSM connection.
2. The study will help the company to understand the Mobile users consider the
particular GSM connection.
3. The Product OR Brand awareness of mobile users;
4. The Level of Satisfaction of Mobile Users.
5. Problems faced by the Mobile users.
6. Examine the factors which influence the choice of mobile services. And
7. Innovation in service & Product by the response & Suggestions given by the
respondents.

1.6 LIMITATION OF THE STUDY

1. The survey was carried only in Madurai City, Madurai Outer & Dindingul,
covering limited areas. Hence minimum number of customer meets.
2. The period of survey was restricted to five months hence information collected
they’re limited.
3. The sample of 200 respondents may constitute a limitation due to its smallest
nature of sample.
4. Biased opinion of some of the respondents.

1.7 CHAPTERISATION



The present research report is branched off into six chapters as detailed
below.

Chapter I give a vivid account of the introduction about telecom industry,
Statement of problem, objectives, scope, limitations and chapter
Frame of the study.

Chapter II Catches the area of profile of the company.

Chapter III Captures the details of methodology.

Chapter IV Reviews of literature.

Chapter V Presented the detailed analysis of data collected.

Chapter VI Sheds light on findings of the study, suggestions and conclusion.



CHAPTER – 2

PROFILE OF THE COMPANY

CHAPTER - 2



Profile of the Company

2.1 About Vodafone

Vodafone is the world’s leading international mobile communications group
with operations in 25 countries across five continents and over 200 million
proportionate customers by the end of January 2007, as theyll as 36 partner networks.
For further information, please visit www.vodafone.com.

2.2 About Essar

Essar is one of India’s large corporate houses with 20,000 staff and business
interests spanning high growth infrastructure sectors of steel, oil & gas, potheyr,
telecommunications, shipping & logistics and construction. The group has built a
portfolio of assets with expected revenues of US$10 billion in the year to March
2008.

2.3 About Hutchison Essar

Hutchison Essar, which will be renamed Vodafone Essar, is a leading Indian
telecommunications mobile operator with 25 million customers currently,
representing a 16.4% national market share. Hutchison Essar has over 6,000
employees, operates in 16 circles and has licences in an additional six circles. In the
year to 31 December 2005, Hutchison Essar reported revenue of US$1.3 billion,
EBITDA of US$415 million, and operating profit of US$313 million. In the six
months to 30 June 2006, Hutchison Essar reported revenue of US$908 million,
EBITDA of US$297 million, and operating profit of US$226 million.

Up until January 2006, Hutchison Essar had licences in 13 circles, of which
nine have 900 MHz spectrum. In January 2006, Hutchison Essar acquired BPL



Mobile Cellular Limited, thereby adding three circles, each operating with 900 MHz
spectrum. In October 2006, Hutchison Essar acquired Spacetel, adding six further
licences, with operations planned to be launched during 2007.The results of
Hutchison Essar are prepared in accordance with Hong Kong Financial Reporting
Standards which may differ in material respects from the accounting principles
applied by Vodafone.

2.4 They will be the communications leader in an increasingly
connected world

Vodafone Group Plc is the world's leading mobile telecommunications
company, with a significant presence in Europe, the Middle East, Africa, Asia Pacific
and the United States through the Company's subsidiary undertakings, joint ventures,
associated undertakings and investments.The Group's mobile subsidiaries operate
under the brand name 'Vodafone'. In the United States the Group's associated
undertaking operates as Verizon Wireless. During the last two financial years, the
Group has also entered into arrangements with network operators in countries where
the Group does not hold an equity stake.

Under the terms of these Partner Network Agreements, the Group and its
partner networks co-operate in the development and marketing of global services
under dual brand logos.At 31 December 2007, based on the registered customers of
mobile telecommunications ventures in which it had ownership interests at that date,
the Group had 252 million customers, excluding paging customers, calculated on a
proportionate basis in accordance with the Company's percentage interest in these
ventures.The Company's ordinary shares are listed on the London Stock Exchange
and the Company's American Depositary Shares ('ADSs') are listed on the New York
Stock Exchange. The Company had a total market capitalisation of approximately £99
billion at 31 December 2007.Vodafone Group Plc is a public limited company
incorporated in England under registered number 1833679. Its registered office is
Vodafone House, The Connection, Newbury, Berkshire, RG14 2FN, England.



2.5 Buiness Developmaent of the Vodafone Company

Vodafone was formed in 1984 as a subsidiary of Racal Electronics Plc. Then
known as Racal Telecom Limited, approximately 20% of the company's capital was
offered to the public in October 1988. It was fully demerged from Racal Electronics
Plc and became an independent company in September 1991, at which time it
changed its name to Vodafone Group Plc.

Following its merger with AirTouch Communications, Inc. (‘AirTouch’), the
company changed its name to Vodafone AirTouch Plc on 29 June 1999 and,
following approval by the shareholders in General Meeting, reverted to its former
name, Vodafone Group Plc, on 28 July 2000.Key milestones in the development of
Vodafone can be found in the following sections, organised by year:

2007

Vodafone agrees to acquire Tele2 Italia SpA and Tele2 Telecommunication
Services SLU from Tele2 AB Group. (October).

Vodafone announces completion of the acquisition of Hutch Essar from
Hutchison Telecommunications International Limited. (May).

Safaricom, Vodafone’s partner in Kenya announces the launch of M-PESA, an
innovative new mobile payment solution that enables customers to complete simple
financial transactions by mobile phone. (February).

Vodafone agrees to buy a controlling interest in Hutchison Essar Limited, a
leading operator in the fast growing Indian mobile market, (February).

Vodafone announces agreements with both Microsoft and Yahoo! to bring
seamless Instant Messaging (IM) services to the mobile which can be accessed from
both the PC and mobile handsets. (February).

Vodafone signs a series of ground-breaking agreements which will lead to the
mobilising of the internet. YouTube agrees to offer Vodafone customers specially
rendered YouTube pages on their mobile phones.



With Google, Vodafone announces its intention to develop a location-based
version of Google Maps for. With eBay, Vodafone announces it is to offer the new
eBay mobile service to customers, With MySpace.com Vodafone announces an
exclusive partnership to offer Vodafone customers a MySpace experience via their
mobile phones. (February).Vodafone reaches 200 million customers (January)

2006

Sale of 25% stake in Switzerland's Swisscom (December)

Sale of 25% stake in Belgium's Proximus. (August)

The number of Vodafone live! customers with 3G reached 10 million in March 2006.

They acquired Telsim Mobil Telekomunikasyon Hizmetleri (Turkey) in May 2006.

Launch of mobile TV capability and Vodafone Radio DJ, which offers a personalised,
interactive radio service streamed to 3G phones and PCs.

3G broadband through HSDPA launched offering faster than 3G speeds.

Japan business sold to SoftBank.

‘Make the most of now’ global marketing campaign launched.

Sir John Bond succeeds Lord MacLaurin as Chairman.

2005

They completed the acquisition of MobiFon S.A. (Romania) and Oskar
Mobile a.c. (Czech Republic) (May).

Launch of Vodafone Simply, a new easy-to-use service for customers who want to
use voice and text services with minimum complexity (May).

Introduction of Vodafone Passport, a voice roaming price plan that provides
customers with greater price clarity when using mobile voice services abroad (May).



2004

They launched company’s first 3G service in Europe with Vodafone Mobile
Connect 3G/GPRS data card.

They have 14 Partner Networks with new agreements in Cyprus, Hong Kong
and Luxemb company’sg.

Vodafone live! with 3G launched in 13 markets (November).

2003

At the GSM Association Awards Ceremony in Cannes, France, they won the
mobile industry's most prestigious awards in two categories, Best Consumer Wireless
Application or Service and Best Television or Broadcast Commercial for its global
consumer service, Vodafone live! company’s premium handset for Vodafone live!,
the Sharp GX10, won the Best Wireless Handset Award for the Sharp Corporation.

Vodafone live! attracts 1 million customers in its first six months.

Verizon Wireless and Vodafone co-operate on laptop e-mail, internet and corporate
applications access for the US and Europe.

Arun Sarin succeeds Sir Christopher Gent as Chief Executive.

2002

They trial company’s global mobile payment system in the UK, Italy and
Germany. The trial enables customers to purchase physical and digital goods using
their mobile phone.

They launch the first commercial European GPRS roaming service. Customers
are able to seamlessly access services such as corporate e-mail, intranet and
personalised information on their mobile phones, laptops or PDAs over GPRS.The
Vodafone Group Foundation is launched, with plans to contribute £20 million to
community programmes, guided by the Group Social Investment Policy.



In October, they announce the launch of Vodafone live!, a new consumer
proposition, and Mobile Office, a new business proposition. In November, Vodafone
Remote Access is launched as part of Mobile Office. The service gives business
customers an easy way to connect to their corporate LAN to access e-mail, calendar
and other business specific applications whilst on the move.

2001

They acquire Ireland's leading mobile communications company, Eircell.

Vodafone and China Mobile (Hong Kong) ltd (CHMK) sign a 'strategic
alliance agreement'.

The Group completes the acquisition of a 25% stake in Swisscom Mobile.

They introduce instant messaging to company’s networks, a faster and more
efficient way to communicate using text messages via SMS or WAP.

First global communications campaign launched in August. The campaign
features TV, cinema, print, online and outdoor media, each version asking the
question, 'How are you?'.

First Vodafone Partner Agreement with TDC Mobil A/S, Denmark's leading
mobile operator. The agreement is the first of its kind in the mobile industry and
means Vodafone and TDC Mobil will cooperate in developing, marketing and
advertising international roaming products and services to international travellers and
corporate customers.

They make the word's first 3G roaming call (bettheyen Spain and Japan).



2000

On 4 February, terms are agreed with the Supervisory Board of Mannesmann
by which Mannesmann would become a part of the Vodafone community. The
transaction almost doubles the size of the Vodafone Group.

The agreement to acquire Mannesmann AG receives European Commission
clearance on 12 April 2000.

Verizon Wireless is launched in May, the combination of Vodafone
AirTouch's and Bell Atlantic's US cellular, PCS and paging assets.



2.6 Organisation structure



2.7 More than mobile

Mobile is always at the heart of what they do, but now they are moving into
integrated mobile and PC communication services.

They are doing that in two ways – wirelessly through 3G and HSDPA (High-
Speed Download Packet Access), but also using fixed line broadband services like
DSL (Digital Subscriber Line).

company’s customers benefit from a complete Vodafone experience in and
out of their homes and offices. They are notified about email with company’s
consumer push email service, access existing instant messaging services on the move,
and share images and video captured on their handsets.

They offer a suite of products that, starting with voice calls, offers company’s
customers an alternative to a traditional fixed telephone line. Vodafone Zuhause in
Germany and Vodafone Casa in Italy, provide company’s customers with an easy-to-
use mobile service, combined with low-cost fixed line telephony and DSL (Digital
Subscriber Line) broadband.

They have extended company’s reach into the office by delivering richer
business applications and integrated fixed and mobile services, such as higher speed
internet access.

With developments in technology they can provide integrated mobile and PC
offerings to give company’s customers a consistent experience whether they are at
home or on the move.



2.8 Total communications

They enrich company’s customers’ lives by enabling them to communicate in
an increasingly connected world.

They provide a range of voice and data mobile telecommunications services,
including text messages (SMS), picture messages (MMS) and other data services.
They are continually developing and enhancing service offerings particularly through
third generation (3G) mobile technology, which is being deployed in the majority of
company’s operations.

company’s mobile services are offered over the GSM network on which a
General Packet Radio Service (GPRS) is also provided. The move to higher
performance 3G (W-CDMA) networks is theyll underway in the bulk of company’s
operations, and they are now in the process of upgrading these networks to 3G
broadband (HSDPA) with the promise of even higher data rates.

Mobile is always at the heart of what they do, but now they are moving into
integrated mobile and PC communication services, by combining fixed-line Digital
Subscriber Line (DSL) broadband offers with company’s core mobile services.



2.9 Mobile evolution

company’s mobile communications technology has advanced rapidly since
Vodafone launched the first national UK network on 1 January 1985.

With this first generation (1G) technology most mobile phones theyre installed
in cars, potheyred by the car battery and used roof-mounted antennas to improve
reception of the analogue signal.The analogue services set up in countries across
Europe during the late 1980s theyre often not compatible, with subscribers unable to
use the same mobile phone moving from one country to the next.

To solve this and other problems a new standard known as the Global System
for Mobile Communications (GSM) was developed. This standard used digital
technology, converting speech into binary code. Since Vodafone launched the first
digital network in 1991, GSM has become the main standard for mobile
communications worldwide.

Second generation (2G) digital technology added the ability to transmit data
along with voice over mobile networks and was the origin of internet access on the
move. Wireless Application Protocol (WAP), a standard for internet-based services
accessible on small mobile phone screens, provided early information services like
news, movie start times and even the live Vodafone share price.

Data transmission rates edged upwards with the introduction of General
Packet Radio Service (GPRS), which enabled internet and email access and had the
additional benefit of an always-on internet connection on handsets.GPRS was the
stepping stone to today’s third generation (3G) technology. 3G data rates (at a peak
rate of 384 Kbps) are about seven times faster than a fixed line dial-up connection. As
theyll as offering high-speed internet and email access, 3G enables video calling, full
track music downloads, mobile TV and more.

The latest leap in data transmission speeds comes via High-Speed Downlink
Packet Access (HSDPA), offering similar speeds to current Digital Subscriber Line
(DSL) broadband.



2.10 Total communications

Services and devices that are easy to use, that connect you to y company’s
friends, family, work, information and entertainment, wherever you are and whatever
you’re doing at the best available price.

Straightforward, reliable and good value.

Find out about Vodafone's services and how they have made us the world's
leading communications company

2.11 Mobile network infrastructure

company’s mobile network infrastructure lets company’s customers make
and receive voice calls and use other services such as internet access and even mobile
TV.

2.11.1 Making calls

When a voice call or data transmission is made on a mobile device, voice or
data is sent from the device and transmitted by low potheyred radio signals to the
nearest base station, which in turn is connected to company’s network.

Each base station provides coverage over a given geographic area, often
referred to as a cell. Cells can be as small as an individual building or as large as 20
miles across. Each cell is equipped with its own radio transmitter and receiver
antenna. This network of cells provides, within certain limitations, coverage over the
service area.

When someone using a mobile device approaches the boundary of one cell,
the mobile network senses that the signal is becoming theyak and automatically hands
over the call to the transmission unit in the next cell into which the device is moving.

If the voice call or data transmission is intended for delivery to another device
which is not on company’s network, the information is delivered through a public or
private fixed line telephone network or the internet.



In a second generation (2G) network, each cell contains a base station using a
number of radio frequencies or channels. A group of base stations is connected to a
base station controller, which in turn is connected to a mobile switching centre and
then via a gateway support node for access to a fixed line network or the internet.

2.11.2High-speed data

In a third generation (3G) network, voice or data traffic is passed through a
‘node B’, similar to a base station in a 2G network, to a radio network controller,
which is then connected to a mobile switching centre, similar to a 2G network.

They have started to upgrade company’s existing 3G networks to offer 3G
broadband (High-Speed Downlink Packet Access) which enables data transmission
speeds of up to 1.8 Mbps in the first phase, with potentially up to 14.4 Mbps
achievable with later releases. This will provide company’s customers with faster
access speeds than experienced on existing 3G networks.HSDPA is enabled by
deploying new software in the 3G radio network and expanding the processing
capabilities of the ‘node B’. Significant performance benefits are achieved by using
the radio interface more effectively.

HSDPA is supported on recent Vodafone Mobile Connect Data Cards and
compatible Vodafone live! handsets in many of company’s mobile operations.

While HSDPA focuses on downlink (network to mobile), they are also
working on improving the data speeds in the uplink (mobile to network) to achieve
speeds of up to 384kbps.



2.12 company’s global footprint

Find out where Vodafone is present, where they have subsidiaries, affiliates
and partner networks.View an interactive map by clicking 'Where you find us' below.

2.13 Information for suppliers, contractors, service providers
and consultants

This portal provides information for suppliers, contractors, service providers
and consultants wanting to work with Vodafone.They want you to have as much
information as possible about Vodafone, how they work and what is important to us.
That way, they will work together effectively and efficiently – and maintain the
highest standards of quality, safety, security and responsibility across company’s
businesses worldwide.

They’re in the business of winning, serving and keeping customers so how
they go about company’s work and care for them is very important.That’s where
company’s partnerships with you are so critical and it’s why they need you to be clear
about what working with us means. Do that and y company’s business benefits as
much as company’ss does.

Read on to learn more about us and share company’s approach to delivering
the very best for company’s customers.View more information on how company’s
Supply Chain approaches managing company’s corporate responsibility.



2.14 company’s strategic objectives

They updated company’s strategy in 2006 to address changing customer needs,
the availability of new technologies, a growing demand for broadband services and
the greater growth potential of emerging markets. This new strategy is positioning us
theyll as competition and regulatory pressures increase and company’s customers
have greater choice in communications. company’s strategy is founded on five core
strategic objectives:

• Revenue stimulation and cost reduction in Europe
• Innovate and deliver on company’s customers’ total communications needs
• Deliver strong growth in emerging markets
• Actively manage company’s portfolio to maximise returns
• Align capital structure and shareholder returns policy to strategy

The past 12 months have been an important period for Vodafone. They
updated company’s strategy in 2006 to address changing customer needs, the
availability of new technologies, a growing demand for broadband services and the
greater growth potential of emerging markets. This new strategy is positioning us
theyll as competition and regulatory pressures increase and company’s customers
have greater choice in communications.

Operationally, they have grown new revenue streams across the Group and
implemented numerous programmes to significantly reduce company’s cost base.
company’s emerging markets assets have continued to show strong growth and
company’s recent acquisition in India significantly increases company’s presence in
high growth markets. company’s customer franchise was further strengthened both
through organic growth and acquisition and now exceeds 206 million proportionate
customers. They have met or exceeded company’s stated financial expectations for
the year in all areas. Robust cash generation continues to support returns to
company’s shareholders, with dividends per share increasing by 11.4% to 6.76 pence
per share, representing a payout of 60% of company’s adjusted earnings per share of
11.26p.



They have made good progress executing company’s updated strategy
throughout the year and they are now beginning to realise some positive early results.
They will remain focused on executing company’s strategic objectives in the year
ahead and believe y company’s business is theyll positioned to be the leader in the
communications industry.

2.14.1 Delivering on company’s strategy

company’s focus on executing this strategy has generated positive results
across a number of areas.

2.14.2 Revenue stimulation and cost reduction in Europe

In Europe, company’s focus is to drive additional usage and revenue from
core mobile voice and messaging services and to reduce company’s cost base.

Central to stimulating revenue is driving mobile usage through larger minute
bundles, innovative tariffs, prepaid to contract migrations and targeted promotions.
They are also focused on leveraging company’s market leading position in the
business segment, which represents 25% of company’s service revenue in Europe.
New tariff options have been launched in the UK and Germany that stimulated usage
and in Italy they ran successful voice and messaging promotions during the year that
increased revenue per customer. They also continued to perform theyll in Spain,
driving an increase in total voice minutes of around 30%. Hotheyver, pricing pressure
is expected to remain strong in the year ahead and improving price elasticity is core to
company’s revenue stimulation objective in Europe.

Over 11 million customers now benefit from lotheyr roaming pricing through
Vodafone Passport and company’s European customers are now benefiting from
company’s commitment to reduce roaming prices by 40% compared to summer 2005.
They expect roaming revenues to be lotheyr year on year in 2008 due to the combined
effect of Vodafone’s own initiatives and direct regulatory intervention.



During the year, they began implementing the core cost reduction programmes
they developed last year. They have successfully outs company’sced IT application
development and maintenance and they are theyll on track to deliver expected unit
cost savings of approximately 25% to 30% within two to f company’s years.

They have also made faster than expected progress on data centre
consolidation, with anticipated savings of 25% to 30% in one to two years.
Centralisation of company’s network supply chain management was also completed
in April 2007 and is expected to reduce costs by around £250 million within one year.

In addition, they are seeking to reduce the longer term cost of ownership of
company’s networks through network sharing arrangements and have announced
initiatives in Spain and the UK.

While many of these cost initiatives are multi-year programmes that are
expected to deliver significant benefits over time, they are focused on realising some
early savings in the year ahead and, for Europe and common functions, continue to
target a 10% mobile capital expenditure to revenue ratio next year, with broadly stable
mobile operating expenses compared to the 2006 financial year.

2.14.3 Innovate and deliver on company’s customers' total communications
needs
There are several key initiatives underway in this area and they expect these to
begin to become more significant to the Group towards the end of next year.

As part of company’s drive to substitute fixed line usage with mobile, they
have launched several fixed location pricing plans offering customers fixed line prices
when they call from within or around their home or office. These offerings target
fixed to mobile substitution from home and office environments and are proving
popular with customers. Vodafone At Home and Vodafone Office are currently
available in seven markets for consumers and ttheylve markets for businesses, with
over three million and over two million customers respectively.



Complementary to company’s high speed mobile broadband (HSDPA)
offerings, Vodafone is now offering fixed broadband services (DSL) in five markets.
With the exception of Arcor, company’s fixed line business in Germany, the
provision of these services to date has been on a resale basis. They will continue to
develop company’s approach for the provision and roll out of DSL services on a
market by market basis and in some cases may complement company’s resale
approach by building or acquiring company’s own infrastructure where the returns
justify the investment.

They are also developing products and services to integrate the mobile and PC
environments by enhancing company’s Vodafone live! service and forming
partnerships with leading internet players. In the coming months, company’s
customers will be able to experience PC to mobile instant messaging with Yahoo! and
Microsoft, search with Google, auctions via eBay, videos through YouTube and social
networking with MySpace, all via their mobile. Mobile advertising is also a
potentially significant future revenue stream for company’s business. They have
signed agreements with Yahoo! in the UK and leading providers in Germany and Italy
to enter into this new business through banner and content based advertising.

2.14.4 Deliver strong growth in emerging markets

company’s focus is to build on company’s strong track record of creating
value in emerging markets. They have delivered further strong growth in company’s
existing operations in Egypt, Romania and South Africa. company’s recent
acquisition in Turkey has performed ahead of company’s business plan at the time of
the acquisition, with strong revenue growth and better than expected profitability.

The acquisition of interests in Hutchison Essar accelerates Vodafone's move to
a controlling position in a leading operator in India and significantly increases
company’s presence in emerging markets.

With market penetration of around 14% and with a population of over 1.1
billion, India provides a very significant opportunity for future growth. They look
forward to bringing Vodafone's products, services and brand to the Indian market.



2.14.5 Actively manage company’s portfolio to maximise returns

company’s strategy is to invest only where they can generate superior returns
for company’s shareholders. They look to invest in markets that offer a strong local
position, with a focus on specific regions, with any transactions subject to strict
financial investment criteria.

In line with this strategy, they executed a number of transactions during the
year. They sold company’s non-controlling interests in Belgium and Switzerland at
attractive valuations, with cash proceeds of £1.3 billion and £1.8 billion respectively.
More recently, they increased company’s emerging markets presence with an
additional 4.8% interest in Vodafone Egypt and gained control in India for £5.5
billion in May 2007.They remain committed to company’s investment in Verizon
Wireless in the US which continues to deliver strong performances on all key metrics,
with record customer growth, due in part to a market leading low churn rate, and
continued success in driving the uptake of non-voice services.

2.14.6 Align capital structure and shareholder returns policy to strategy
In May 2006, they outlined a new capital structure and returns policy
consistent with the operational strategy of the business, resulting in a targeted annual
60% payout of adjusted earnings per share in the form of dividends. They also moved
to a higher level of gearing and, having returned over £19 billion to shareholders
excluding dividends in the two previous financial years, including a £9 billion one-off
return in August 2006, they have no current plans for further share purchases or
onetime returns.

The Board remains committed to its existing policy of distributing 60% of
adjusted earnings per share by way of dividend. Hotheyver, in recognition of the
earnings dilution arising from the Hutchison Essar acquisition, it has decided that it
will target modest increases in dividend per share in the near term until the payout
ratio returns to 60%.



2.14.7 Prospects for the year ahead

company’s focus in the year ahead will be on improving price elasticity in
Europe, achieving more savings from company’s cost reduction programmes,
delivering on company’s total communications strategy and beginning to realise the
very significant growth opportunity in India.They expect market conditions to remain
challenging for the year ahead in Europe, notwithstanding continued positive trends in
data revenue and voice usage. Overall growth prospects for the EMAPA region
remain strong due to increasing market penetration and they are further enhanced by
the recent acquisition in India.

Against this background, Group revenue is expected to be in the range of
£33.3 billion to £34.1 billion, with adjusted operating profit in the range of £9.3
billion to £9.8 billion. Capital expenditure on fixed assets is anticipated to be in the
range of £4.7 billion to £5.1 billion, including in excess of £1.0 billion in India. Free
cash fl ow is expected to be £4.0 billion to £4.5 billion, after taking into account £0.6
billion of payments related to long standing tax issues, a net cash outflow of £0.8
billion in respect of India and a £0.5 billion outflow from items rolling over from
2007.

They have completed the first year under company’s new strategy and I am
excited by the start they have made. They have made good progress towards fulfilling
company’s total communications vision and this is a j company’sney that they are all
looking forward to taking at Vodafone.

They are theyll placed to continue executing company’s strategy in the year
ahead, to deliver the core benefits of mobility to company’s customers and to
generate superior returns for company’s shareholders.

Arun Sarin - Chief Executive.



2.15 The Vodafone Group Foundation

The Vodafone Group Foundation received recognition as registered charity
number 1089625 from the Charity Commission for England and Wales on 4
December 2001.

The Vodafone Group Foundation is driven by one of the fcompany’s Passions of
Vodafone Group - Passion for the World Around Us .

The VGF is at the centre of a network of global and local social investment
programmes. Globally, company’s Foundations make social investments by funding
projects which support disaster relief and preparedness or fund sport and music
projects which benefit some of the most disadvantaged young people and their
communities. Locally, company’s social investment is delivered by a unique footprint
of 24 Vodafone Foundations and social investment programmes. Company’s
Foundations make social investments that help the people of the world to lead fuller
lives by:

• Sharing the benefits of developments in mobile communications technology as
widely as possible;
• Supporting the local communities in which Vodafone operates;
• Helping to alleviate suffering in disaster areas;
• Supporting sport and music projects to benefit young people and their
communities;
• Promoting the health and theyll-being of young people; and
• Protecting the natural environment.

2.15.1 Company’s Focus:

The Vodafone Group Foundation is at the centre of a network of global and
local social investment programmes.

Globally, the Vodafone Group Foundation makes a social investment by
funding projects which are supporting disaster relief and preparedness or funding
sport and music projects which benefit some of the most disadvantaged young people
and their communities. The projects they support are regional in scope.



Locally, company’s social investment is delivered by a unique footprint of 23
local Vodafone foundations and social investment programmes (with one currently
being registered).

These foundations respond to the needs of the communities in which
Vodafone operates and they celebrate their diversity and the tangible contribution and
difference they make to peoples lives.

Through the Group and local foundations, Vodafone is proud of its
contribution and company’s ambition is to go on making a difference both globally
and locally in the communities in which Vodafone operates.

2.15.2 Local Foundations:

Locally, company’s social investment is delivered by a unique footprint of 23
Vodafone Foundations and social investment programmes (with one currently being
registered).

These foundations respond to the needs of the communities in which Vodafone
operates and they celebrate their diversity and the tangible contribution and difference
they make to peoples lives.



2.15.3 The following local foundations exist in the Vodafone Local Operating
Companies:

• Vodafone Australia Foundation
• Vodafone Czech Republic Foundation
• Vodafone Egypt Foundation
• Vodafone Germany Foundation
• Vodafone Hungary Foundation
• Vodafone Ireland Foundation
• Vodafone Italy Foundation
• Vodafone Netherlands Foundation
• Vodafone Poland Foundation
• Vodafone New Zealand Foundation
• Vodafone Portugal Foundation
• Vodafone Romania Foundation
• Vodafone Spain Foundation
• Vodafone Turkey Foundation
• Vodafone UK Foundation
• Vodafone-US Foundation

2.15.4 Other associated company foundations include:

• Bharti Foundation
• The Safaricom Charitable Foundation (Kenya)
• Vodacom Foundation
• Vodafone ATH Fiji Foundation

In addition to the above, the following local operating companies are registering
foundations and in the meantime, the Vodafone Group Foundation has granted funds
for charitable projects recommended by the company.

• Vodafone Albania
• Vodafone Greece



2.16 Future Innovation

2.16.1 Collaboration and partnerships

company’s partnerships with hardware vendors are a viable and successful
way of conducting research into future products and services, at the same time
avoiding duplication of work being done elsewhere. Sometimes, it makes sense to
share knowledge and to join forces in exploring new technology and services.
Vodafone Group R&D has long recognised this, setting up joint research projects with
prominent partners to shorten development time, deepen business relationships and to
enhance its own technology and implementation competence.

They also maximise company’s contact with creative researchers by leading
funded research with key universities worldwide and guiding research programmes
like the Wireless World Initiative.

2.16.2 Worldwide innovation

They engage innovators all over the world to bring company’s customers the
best communications technologies and products.

Innovations in mobile advertising are gaining momentum, along with
developing mobile TV services. Further interest for the future is in rich
communications within community and other applications, which will allow
company’s customers to make calls, share pictures and other media all within a single
application.

2.16.3 Vodafone Receiver

Receiver is company’s magazine for future thinkers, attracting a wide range
of influential writers and industry leaders. This is a neutral space, where pioneer
thinkers challenge you to discuss exciting and future-oriented aspects of
communications technologies. Launched six years ago, receiver is now established as
one of the industry's key idea generators.



2.16.4 Receiver #19 - communities

This Receiver issue is all about tracking the miscellaneous connections
bettheyen individuals turned into 'familiar strangers' through mediated communication

2.17 Future Vision

The future is unfolding around us. Over the next decade they will be able to
see all sorts of differences that they can barely imagine today.In the Vodafone Future
Vision Theybsite you can explore what they think that future might look like,
experience some of the changes they believe will happen, and tell us what you think
of them.

Vodafone is working hard to mobilize tomorrow's world, but they need y
company’s input. You are company’s partners in innovation, helping to shape a
future that offers the mobile services they want, and brings us closer to the people
they care about, wherever they Are In The world. Together they can build a future
that turns this vision into reality.



CHAPTER – 3

RESEARCH METHODOLGY



CHAPTER - 3
3.1 Research Methodology

Research connotes a systematic and objective investigation of a subject or
problem in order to discover relevant information or principals. Marketing Research is
the function which links the consumer, customer and public to the market through
information used to identify and define marketing opportunity and problem, generate
and evaluate. Marketing action monitors performance and improve marketing
research process.
The Success of a research depends mostly on the method on which it is carried
out. The applied method will improve the validity of finding. This chapter discusses
the method of data collection.
It is defined as “A systematic gathering, recording and analyzing of data’s
about problems relating to marketing 0f goods and services”
It enables the companies to understand the needs and wants of the customers
and helps them in making decisions.

3.2 Research Design

The Research Design Is Purely and Simply The frame work or plan for a study
that guides the collection or analysis of data research design has been considered a
highly specialized tool for success of a research programmed. Research is a plan,
structure & strategy of investigation conceived so as to obtain answer to research
question & control variance.

3.2.1 Descriptive Study

Descriptive study includes survey and facts finding enquiry of different kinds.
The major purpose of descriptive research is descriptive of the state of affairs as it is
at present. It portrays the characteristics of a particular situation, group or
communities. It begins with a research about past form of the problem. The main
objective of the descriptive design is to acquire knowledge.



3.3 METHOD FOR DATA COLLECTION

Collection of data is of at most importance for a research investigation. If the
data is not adequate and accurate, the findings are bound to be misleading. This study
has used both primary & secondary data.

3.3.1 Primary Data

The data collected directly from the respondent is referred as primary data.
Data was collected through primary sources. The primary data was collected through
Structured Questionnaire with consumer respondents.

3.3.2 Secondary Data

The secondary data is collected through Books, Magazines and their web sites
carrying.

3.3.3 Research Instrument Used

The questionnaire has been drowsed as the research instrument for acquiring
information from the respondents. Closed end Questions persecuting all a Possible
Anthers Has been Made Use of multiple choice questions has been put forth to avoid
iniquity in response from the respondents

3.4. PERIOD OF THE STUDY

The study has been conducted during January 2008 to May 2008.

3.5 AREA OF THE STUDY

The study was conducted in the Rural, Urban and Semi-Urban areas of
selected southern districts, namely Madurai, Dindingul and Sivagangai districts. The
samples were taken in different place of these districts.



3.6 TOOLS FOR DATA ANALYSIS

Extracting meaningful information the data collected and analyzing the
information statistically. Analysis of the collected data was done with the help of
tables, graphs.

Extracting meaningful information from the data collected and analyzing the
information from the data collected and analyzing the information statistically

Analysis of the collected data was done with the help of tables, graphs and
statistical analysis tools like Chi-square.
• Percentage method
• Graph method
• Rank analysis
• Chi- square test.

3.7 SAMPLEING

Sample size = 200

The size of the sample is an important problem to be decided in case of
sampling, this is because the size has a direct barring upon accuracy, time, cost and
administration of the survey. An optimum sample in survey is one which fulfills the
requirements of efficiency, representative ness, reliability and flexibility. In these
methods of sampling is that is know as convenience sampling.



CHAPTER - 4

LITERATURE REVIEW



CHAPTER - 4
REVIEW OF LITERATURE

4.1. Introduction:
• Service quality of mobile operators.
• Role of competition in growing Markets in telecom sectors.
• Preference in cellular service providers in the post liberalization era.

4.2. Dr. Sanjeev panandikar and Mr. Rahul rajpur studied that comparative study
on service quality of mobile operators. The objectives were to determine the degree of
satisfaction of user of all the services. They revealed that bad quality of service lead to
dissatisfaction of the consumers influence in this suggestion. They suggested that the
service quality of mobile operators concentrate on service performance and gives
good quality of service to the customers.

4.3. Srivasatava.R, Jatin bhangde and Nirav Bhatt studied that role of competition
in growing markets in telecom sector. The objectives were to understand the
importance of value additions and pricing strategies. They found that price and poor
services customers reason for switched influence high in this suggestion. They
suggested that the telecom sectors to provide extra value added features and high
quality services at competitive price, so that customers do not switch to other
operators.

4.4. Revathi.S. And Padmavathy.S. Studied that Preference in cellular service
providers in post liberalization. The objectives were to examine the factors
influencing the user’s choice. They found that Lack of coverage influence high in this
suggestion. They suggested that the service providers should try to increase the
switching centers to rectify the problem of lack of coverage.



CHAPTER – 5

DATA ANALYSIS
&
INTERPRETATION



CHAPTER – 5
DATA ANALYSIS & INTERPRETATION

Table: 5.1 AGE OF THE RESPONDENTS

Particulars No. of Respondents % of Respondents
Below 25 131 65.5
25-50 50 25
Above 50 19 9.5
0ver all total 200 100

Interpretation
It is revealed from the above table 5.1

65.5% of respondents are below 25 years, 25% of respondents are 25 – 50
years old, &9.5% of respondents are above 50 years old.

AGE OF THE RESPONDENTS
19

Above 50
50

25-50
131

Below 25

0 20 40 60 80 100 120 140

No. of Respondents

Table: 5.2 GENDERS



Interpretation
Particulars Airtel Vodafone Aircel BSNL 0ver all total
No. of Res % No. of Res % No. of Res % No. of Res % No. of Res %
Male 48 24 47 23.5 30 15 18 9 143 71.5
Female 21 10.5 19 9.5 11 5.5 6 3 57 28.5
0ver all 69 34.5 66 33 41 20.5 24 12 200 100
total

24% of respondents are male in Airtel.23.5% of respondents are male in
Vodafone.10.5% of respondents are female in Airtel. & 9.5% of respondents are
female in Vodafone.

48 47
50 GENDER
45
40
35 30
30
25 21
19
20 18
15 11
10 6
5
0
No. of Res No. of Res No. of Res No. of Res

Airtel Vodafone Aircel BSNL

Female Male

Table: 5.3 OCCUPATIONS

Airtel Vodafone Aircel BSNL 0ver all total
Particulars No.of % No.of % No.of % No.of % No.of %



Student 25 12.5 21 10.5 12 6 6 3 64 32
Private / 10 5 18 9 12 6 6 3 46 23
Governmen
t
Business 25 12.5 17 8.5 10 5 6 3 58 29
Professional 9 4.5 10 5 7 3.5 6 3 32 16
Over all 69 34.5 66 33 41 20.5 24 12 200 100
Total

Interpretation

12.5% of respondents are students & businessman in Airtel users, 10.5%
respondents are students in Vodafone users. & 8.5% of respondents are businessman
in Vodafone users.

30
OCCUPATION
25 25
25
21
20 18
17
15
12 12
10 10 10
10 9
7 6 6 6 6
5

0
No.of No.of No.of No.of

Student Private / Business Professional

Table: 5.4 MONTHLY INCOMES



Particular Airtel Vodafone Aircel BSNL Total
No.of % No.of % No.of % No.of % No.of %
Below – 3k 9 4.5 6 3 4 2 2 1 21 10.5
3k – 5k 23 11.5 18 9 15 7.5 8 4 64 32
5k – 10k 25 12.5 20 10 12 6 8 4 65 32.5
Above – 10k 12 6 22 11 10 5 6 3 50 25
Over all total 69 34.5 66 33 41 20.5 24 12 200 100

Interpretation

12.5% of Airtel respondents are 5k – 10k monthly income holders, 11.5% of
Airtel respondents are 3k – 5k monthly income holders. & 10% of Vodafone
respondents are 5k – 10k monthly income holders.

25
25 23 MONTHLY INCOMES
22
20
20
18
15
15
12 12
10 9 10 8 8
6 6
4
5
2

0

Below – 3k 3k – 5k 5k – 10k Above – 10k

Table: 5.5 EDUCATIONAL QUALIFICATIONS

Particular Airtel Vodafone Aircel BSNL Total
No.of % No.of % No.of % No.of % No.of %
10h 10 5 15 7.5 8 4 3 1.5 36 18
12th 20 10 17 8.5 14 7 8 4 59 29.5



U.G 25 12.5 23 11.5 10 5 7 3.5 65 31
P.G 14 7 11 5.5 9 4.5 6 3 40 20
Total 69 34.5 66 33 41 20.5 24 12 200 100
No. of % of
Respondents Respondents
Airtel 69 34.5
Vodafone
66 33
Aircel 41 20.5
BSNL 24 12
Over all total 200 100
Interpretation

12.5% of Airtel respondents are study up to U.G level, 11.5% of Vodafone
respondents are study up to U.G level, and 10% of Airtel respondents are study up to
12th level.

6 Educational Qualifications
7 BSNL
8
3
9
10 Aircel
14
8
11
23 Vodafone
17
15
14
25 Airtel
20
10

10h 12th U.G P.G

Table – 5.6 - GSM Connection Users



Interpretations

34.5% of respondents are Airtel connection users.33% of respondents are Vodafone
connection users.20.5%of respondents are Aircel connection users. And balance
12% of respondents are BSNL connection users.

GSM Connection Users

BSNL
12%
Airtel
Aircel 34%
21%

Vodafone
33%


Table – 5.7 - Know about your Brand

No. of Rank



Respondents
TV 40 II
News paper 15 III
Magazines 0 IV
Friends & Relatives 145 I

Interpretations

72.5% of respondents are known about company’s brand in Friends & Relatives.20%
of respondents is known about company’s brand in TV.7.5% of respondents are
known about company’s brand in News paper.

know your Brand

145
160
140
120
100
80
60 40
40 15 0
20
0
TV News paper Magazines Friends &
Relatives

Table – 5.8 - Prefer For Your Mobile Service

No. of % of



Postpaid 0 0
Prepaid 200 100

Interpretations

100% of respondents are using only prepaid connection.

Prefer for your Mobile Service

200

150

100

50

0
Postpaid Prepaid

Table – 5.9 - Aware of the Vodafone Products & Services

No. of % of



Yes 200 100
No 0 0

Interpretations

100% of respondents are Aware of the Vodafone Prepaid Product & Service.

Aware of the vodafone products & Services

200
200

150

100

50 0

0
Yes
No

Table – 5.10 - Satisfaction with GSM Connection



Airtel Vodafone Aircel Bsnl Total
Particulars No. of % No. of % No. of % No. of % No. of %
Res. Res. Res. Res. Res.
Highly satisfied 56 81.2 57 86.4 24 58.5 10 41.7 147 73.5
Satisfied 13 18.8 9 13.6 17 41.5 14 58.3 53 26.5
Neutral 0 0 0 0 0 0 0 0 0 0
Dissatisfied 0 0 0 0 0 0 0 0 0 0
Highly Dissatisfied 0 0 0 0 0 0 0 0 0 0
0ver all total 69 100 66 100 41 100 24 100 200 100

Interpretations

86.4% of respondents are Highly Satisfied with Vodafone connection
activation.81.2% of respondents are Highly Satisfied with Airtel connection
activation.58.5% of respondents are Highly Satisfied with Aircel connection
activation.58.3% of respondents are satisfied with BSNL connection activation

Satisfaction with GSM Connection

56 57
60
50
40
30 24
17
20 13 14
9 10
10
0 0 0 0 0 0 0 0 0 0 0 0
0

Highly Satisfied Satisfied Neutral Dissatisfied Strongly Dissatisfied

Table – 5.11 - Satisfaction of Network Coverage



Satisfied 25 36.2 22 33.3 21 51.2 13 54.2 81 40.5
Neutral 0 0 0 0 0 0 0 0 0 0
Dissatisfied 0 0 0 0 0 0 0 0 0 0
0ver all total 69 100 66 100 41 100 24 100 200 100

Interpretations
It is revealed from the above table 511

66.7% of respondents are Highly Satisfied with Vodafone Network coverage.63.8%
of respondents are Highly Satisfied with Airtel Network coverage.54.2% of
respondents are satisfied with BSNL Network coverage.51.2% of respondents are
satisfied with Aircel Network coverage.

satisfaction of Network coverage

50 44 44
40

30 25
22 2021
20
1113
10
0 0 0 0 0 0 0 0 0 0 0 0
0

Highly Satisfied Satisfied Neutral
Dissatisfied Strongly Dissatisfied

Table – 5.12 - Satisfaction of Call Rates



Highly satisfied 56 81.2 39 59.1 21 51.2 4 16.7 120 60
Satisfied 13 18.8 27 40.9 20 48.8 17 83.3 77 38.5
Neutral 0 0 0 0 0 0 3 3 1.5
Dissatisfied 0 0 0 0 0 0 0 0 0 0
0ver all total 69 100 66 100 41 100 24 100 200 100
Interpretations

83.3% of respondents are satisfied with BSNL Present call rates.81.2% of respondents
are Highly Satisfied with Airtel Present call rates.59.1% of respondents are Highly
Satisfied with Vodafone Present call rates.

satisfaction of call rates

60 56

50
39
40

30 27
21 20
20 17
13
10 4
3
0 0 0 0 0 0 0 0 0 0 0
0




Table – 5.13 - Satisfaction of Call Rates

Satisfied 25 36.2 41 62.1 34 82.9 16 66.7 116 58
Neutral 0 0 0 0 0 0 7 29.1 7 3.5
Dissatisfied 0 0 0 0 0 0 0 0 0 0
0ver all total 69 100 66 100 41 100 24 100 200 100

Interpretations

63.8% of respondents are Highly Satisfied with Airtel current offers &
packages.82.9% of respondents are satisfied with Aircel current offers &
packages.62.1% of respondents are satisfied with Vodafone current offers &
packages.66.7% of respondents are satisfied with BSNL current offers & packages.

current offers & Package

45 44
41
40
34
35
30
25 25
25
20 16
15
10 7 7
5 1
0 0 0 0 0 0 0 0 0 0 0
0




Table – 5.14 - Special Offers

Daily Weekly Monthly Yearly
Airtel 69 0 57 12 0
Vodafone 66 0 66 0 0
Aircel 41 0 11 30 0
BSNL 24 0 0 24 0

Interpretations

In Weekly Option
The respondents given for First rank is Vodafone.
The respondents given for Second rank is Airtel.
In Monthly Option
The respondents given for First rank is Aircel.
The respondents given for Second rank is BSNL.

Special offer

70 66
57
60

50

40
30
30 24

20
12 11
10
0 0 0 0 0 0 0 0 0 0
0

Daily Weekly Monthly Yearly



Table – 5.15 - Attractiveness of Various Brand Names

Highly satisfied 61 88.4 48 72.7 10 24.4 1 4.2 120 60
Satisfied 8 11.6 18 27.3 31 75.6 19 79.1 76 38
Neutral 0 0 0 0 0 0 4 16.7 4 2
Dissatisfied 0 0 0 0 0 0 0 0 0 0
0ver all total 69 100 66 100 41 100 24 100 200 100

Interpretations

88.4% of respondents are Highly Satisfied with Airtel attractiveness of brand
name.72.7% of respondents are Highly Satisfied with Vodafone attractiveness of
brand name.75.6% of respondents are satisfied with Aircel attractiveness of brand
name.

70 Attractiveness of various Brand names
61
60
48
50

40 31
30
18
19
20
10
10 8
4
0 0 0 0 0 0 00 0 1 0 0
0
Airtel 69 Vodafone 66 Aircel 41 BSNL 24

Highly satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied



Table – 5.16 - Quality of Customer Care Service of Various Brands

Highly satisfied 17 24.6 21 31.8 4 9.7 0 0 42 21
Satisfied 52 75.4 45 68.2 37 90.3 16 66.7 150 75
Neutral 0 0 0 0 0 0 8 33.3 8 4
Dissatisfied 0 0 0 0 0 0 0 0 0 0
0ver all total 69 100 66 100 41 100 24 100 200 100

Interpretations

90.3% of respondents are satisfied with Aircel Customer care service.75.4% of
respondents are satisfied with Airtel Customer care service.68.2% of respondents are
satisfied with Vodafone Customer care service.

60 Quality of Customer care service of various Brands
52
50
45
40 37
30
21
20 17 16
10 8
4
0 0 0 0 00 00 0 0 0 0
0

Highly Satisfied Neutral Dis Highly
Satisfied Satisfied Dissatisfied



Table – 5.17 - Customer complaints adopted by different service providers

Highly satisfied 17 24.6 6 9.1 1 2.4 0 0 24 12
Satisfied 52 75.4 60 90.9 40 97.6 15 62.5 167 83.5
Neutral 0 0 0 0 0 0 9 37.5 9 4.5
Dissatisfied 0 0 0 0 0 0 0 0 0 0
0ver all total 69 100 66 100 41 100 24 100 200 100
Interpretations

97.6% of respondents are satisfied with Aircel redressal of Customer
complaints.90.9% of respondents are satisfied with Vodafone redressal of Customer
complaints.75.4% of respondents are satisfied with Airtel redressal of Customer
complaints.

60 60
Customer complaints adopted
52 by different service providers
50

40 40

30

20 17
15
10 9
6
0 00 0 0 0 1 0 00 0 0 0
0

Highly Satisfied Neutral Dis Highly Dissatisfied
Satisfied Satisfied



Table – 5.18 - Present roaming charges of various Brands

Highly satisfied 0 0 2 3.0 0 0 0 0 2 1
Satisfied 69 100 45 68.2 26 63.4 7 29.2 147 73.5
Neutral 0 0 19 28.8 15 36.6 17 70.8 51 25.5
Dissatisfied 0 0 0 0 0 0 0 0 0 0
0ver all total 69 100 66 100 41 100 24 100 200 100
Interpretations

100% of respondents are satisfied with Airtel present Roaming charges.70.8% of
respondents are neutral with BSNL present Roaming charges.68.2% of respondents
are satisfied with Vodafone present Roaming charges.63.4% of respondents are
satisfied with Aircel present Roaming charges.

80 Present Roaming charges of various Brands
69
70
60
50 45
40
30 26
19 17
20 15
10 7
0 0 0 0 2 0 0 0 0 0 0 0 0
0

Highly satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied



Table – 5.19 - Aware of the Vodafone Advertisement

No. of Respondents %
Yes 185 92.5
No 15 7.5
Total 200 100

Interpretations

92.5% of respondents are aware of the Vodafone Advertisement.

Aware of the Vodafone Advertisement

200 185
180
160
140
120
100
80
60
40 15
20
0
Yes No

No. of Respondents

Table – 5.20 - Know about your brand Advertisements


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