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Project bba iv sem abhay singh rathore
1. A Project report based on
CONSUMER BEHAVIOUR & PERCEPTION IN
VODAFONE
Submitted To
The University of Rajasthan
In partial fulfillment of paper-6 for award of B.B.A degree
Supervised By :-
Dr.Kumkum Rathore
Assistance Professor of bus. Admn.
University Maharani college
2012-2013
University maharani's college, Jaipur
Maharishi Arvind Institute of Science And Management
Jaipur
In Partial Fulfillment of requirement for aware of
Bachelor Of Business Adminstration(BBA) IV Semester 2013-14
SUBMITTED BY:
ABHAY SINGH RATHORE
BBA SEMESTER IV
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Preface:
Quite frequently these days' people talk of practical knowledge, both in
academic institutions and outside. At each and'every aspect in life we
require some sort of theoretical and practical knowledge too.
It means only classroom lecture may not be enough to get the proper
knowledge either in the business field or social .life.
Keeping all this in view, the present report has been written for' the'
Consumer behavior & ,perception in VODAFONE. iri the.' highly
competitive environment and to' study the consumer behavior toward's, '
VODAFONE.i am grateful to all those who have helped me in the
successful completion of this report.
I hope i have tried my level best in making this report. '
If there is any error, in this report iwant to apologies for that.
3. Acknowledgement
Behind every achievement lies a sea of gratitude of those who have
extended there support and without whom it would never have come
into existence.
I am thankful to my family for their helping, cooperating, guiding,
advising and encouraging me without which this project would not
have been seen the light of the day.
I wholeheartedly thank to my friends and teachers for their effort in
making this project more presentable.
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,INDEX
• INDUSTRY INTRODUCTION ',
• COMPANY INTRODUctiON '
, '
• RESEARCH 'METHODOLO'GY
a. PROJECT TITLE
b. OBJECTIVE OF STUDY
LIMITATIONS OF STUDY
'"
c.
d. IMPORTANCE ,OF STUDY
e. RESEARCH DESIGNE
• ANALYSIS & INTERPREtATION
• FINDINGS & SUGGESTION
• BIBLIOGRAPHY _ ,
• ANNEXURE (QUERTION'NAIRE)
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TELECOM INDUSTRY
In today's fiercely competitive telecom space where customers and businesses enjoy
instant access to' information ·through 'a wide range of products, Airtel UP East has perched
itself on a leadership position by bringing about a knowledge shift from seller to buyer.
. This massive power shift could occur only because of Airtel UP East's ability to develop
flexible business models and strategies, as weJl as its ability to develop innovative
systems.
'It' is now a symbol of success, persistence, confidence and stability in the telecom sector,
'. with a habit of hitting the bulls' eye-always. With the ever increasing demands ... - '..
. In the communication sector, it .had become imperative to create a platform for to
showcase thewide range of telecom products available to the customer.
,_.
An the telecom-related businesses are moving' in· a rhythm. Beetel, the Bharti Teletech
part, has moved towards $500 million last year and could be $1billion in the coming year .
. We have a software company, which has crossed Rs.lOO crore. We will soon decide on
what to do with the BPO because you either be a big player ornot be there.
Then we started the agriculture business with Rothschild. The scale up is quite massive.
By 2010, we had predicted $10 billion revenue. It could be $12-13 billion, of which
telecom will form 75 percent. .
The major telecom players in India areAirtel, Hutch, Reliance, BSNL and Tata, There are
some regional players like Shyam telecommunications, HFCL, Spice etc;
The telecom sector continued to grow with an addition of million wireless subscribers in
April,2007 the total telephone users to 212.02 million and tele-density to 18.14% .The
v --- total subscriber base was 206.83 million while tete-density was 18.31 In March. The
industry had added. 3.53 million wireless subscriber base, including GSM, CDMA and
WLL (fixed), is 171.20 at the end of April, 2007.
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In the wire line segment, subscriber.base increased by 0.04 million inApril to reach 40.82
·million. But compared to the increase in the same period a year ago, there is a slowdown
of 6.69 million, while 74.28 million wireless users have been added in the last one year.
Total broadband connections in the countryhas reached 2.43 million by the end of April
withan addi~n of 0.13 million connections during the month, compared to 0.09 million
added during March. . ..
.The telecom .industry is regulating by TRAI (Telecom Regulatory Authority of India) in'
co-ordination with DoT (Department ofTelecommunications).
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TRAI (Telecom Regulatory Authorityof India) has divided India into following' 23
circles:
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Andhra Pradesh
Assam
Bihar &, Jharkhand .
Chennai
Delhi
Gujarat
Haryana
. Himachal Pradesh
Jammu & Kashmir
.- Kamataka _.
Kerala
Madhya Pradesh & Chattisgarh
--.' Maharashtra & Goa
Mumbai
North East
Orissa ,
PUnjab
Rajasthan
Tamil Nadu
Uttar Pradesh(West)
UP(East)
West Bengal
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INTRODUCTION TO VODAFONE ESSAR
. LIMITED
Vodafone Essar is the Indian subsidiary of Vodafone Group and
commenced operations in 1994 when its predecessor Hutchison
,'Telecom acquired the cellular license for Mumbai. The company
now has operations acrossthe country with over 94',14'million
,customers.'_....,
Over the years, Vodafone Bssar, under the Hutch brand, has
been named the 'Most Respected Telecom Company', the 'Best
Mobile Service in the country' andthe 'Most Creative and Most
Effective Advertiser of the Year'.
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Vodafone Group is the world's leading international mobile
communications corporation. It currently has equity interests in
31 countries across 5 continents and 40 partn~ networks with
over 333 million proportionate customers worldwide. The Essar .
Group is Vodafone' s principal partner in India ..
The Bssar Group is a diversified business corporation with a
balanced portfolio of assets in the manufacturing and services
sectors of Steel, Energy, Power, Communications, Shipping
Ports & Logistics, anti Projects. Essar employs more than 50,000
people across offices in Asia; Africa, Europe and the Americas
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mSTORY OF THE,COMPANY
Vodafone was formed in 1984 as a subsidiary of Racal
Electronics PIc. 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 PIc and' became an independent company in
September 1991, at which time it changed its name to Vodafone "
GroupPlc.
Following its merger with AirTouch Communications, Inc.
CAirTouch'), the company changed its name to Vodafone
AirTouch PIc on 29 June 1999 and, following approval, by' the
shareholders in General Meeting,' reverted to its 'former name,
Vodafone Group PIc, on 28 July 2008
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.About Vodafone Group' PIc'
.Vodafone Group pic (LSE:' VOD, NASDAQ: YOD) is a
British multinational mobile network operator headquartered in
Newbury, Berkshire, United Kingdom. Vodafone is the world's
. _.largest mobile telecoinmunication .network ~om1?any,.based ~n.
revenue; and has a market. value 'Of about' £7l_.2 .billion
(November 2009).
It currently has operations in 31 countries and partner networks
in a further 40 countries. Based on subscribers, it is the world's
.second largest. mobile phone operator behind China Mobile,
with over 427 million subscribers in 31 markets across 5
continents as of 2009.
In the. UK, its home ground, Vodafone has badly
underperformed in the last few years due to brisk change in
administration. It has' slipped from first to third largest telecom
operator generating revenue of £4.9 billion from its 18.7 million
customers in 2008-09.
As of March 31, 2009, the company employs more than79,OOO
.people worldwide. The name Vodafone comes from voice data
{one, chosen by the company to "rerlect the provision or' voice
and' data 'services over mobile phones ". . .'
.Vodafone owns 45% of Verizon Wireless, the largest wireless
telecommunications network in the United States,' based on
number of subscribers.
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Founded
1983 as Racal Telecom,
, independent 1991
Headquarters
Newbury, Berkshire, United
Kingdom
Area served Worldwide
Sir John Bond
, .... '. ..' '{Chairman} .... '
. ' Vittorio Colao
, (CEO)
John Buchanan
(Deputy Chairman) ,
Andy Halford
(CFO) ,
Key people
Industry .Mobile telecommunications
Mobile networks,
Telecom services, etc.
Products
Revenue A £41.02 billion (20,08/09i1
]
Operating income £ £5.857 billion (2008/09)fl]
Profit .~ £3.078 billion (2008/09)[11
I'Ja £15?? .bi~l~o~(2008/09ilJ
... £84.78 billion (2008/09)[1]
Total assets
~otal equity
Employees 79,000 (March -2009i1
]
"..-,-------~-----------I------------..-
. Vodafone.com
Website
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"VODAFONE PRODUCTS
• . Vodafone Postpaid offers: There are various postpaid offers.
are available so that Vodafone subscribers' can choose the one
that fits them like talk' @ 20p with Vodafone Friends Circle,
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• Prepaid offers:
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a) Talktime Offers like Chota Recharge, Filmy Recharge, full
talk time offers, etc
b) Validity Offers like Lifel.ong Prepaid @ 47p
c) Bonus Cards like Night Speak Bonus Card 21, Regional
STD @ 50p/min, etc.
d) ,Tariff offers like all STD @ Re 1,etc
Vodafone Magic Box: Vodafone presents five' handsets with
various features at really affordable prices.
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• Blackberry: Presenting the Blackberry® smart phone - the
world's most desired integrated communication device. Now
with the Vodafone advantage. Experience all-in-one access to
emails, mobile phone, organizer, and the, Internet. Stay,
connected to your colleagues, customers, friends and family -
from anywhere, anytime.
• Gulf Calling Cards: With the help of these cards the
subscriber can call anywhere in the Gulf at just Rs.6.99/min.
• Vodafone peo: Vodafone provides world class and hassle
free services to its pea subscribers and it's easy to install and
requires very less maintenance.
• International Services:
International ToU Free Services [ITFS]
~ International calls without hefty ron charges
) Useful for encouraging inbound calls
y Call charges borne by receiving party
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a) Home Country Direct,
• Call own country numbers by dialing short digit code and
get connected
. • Avoid high roaming charges '
• Useful for overseas travellers
••
• Call is'charged .to home country number
Vodafone Handy phone': Introducing the landline that' s
loaded with all the features of a cell phone - including ,low call
rates. And Vodafone Handy phones aren't that expensive either. '
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• Home Calling Cards: Our Prepaid Home Calling Cards
allows international travelers from India to call home whenever
they want, from over 100 countries. Features ofhome calling
cards:
• Payement in local currency- Indian Rupees(lNR)
• Toll free access across 100+ countries
,. Work across all access point- Fixed lines/Mobiles/Pay phones
• World Calling Cards: World Calling Card is a prepaid card
that you 'can use with your Vodafone mobile phone to make
SrD & lSD calls. They even help you keep, a_tab on long- ,
distance 'call expenses. Our Prepaid World Calling Cards allows
our customers to make domestic long distance International
(ISD) and national (STD) calls from the Vodafone network to
anywhere in the world' at economical rates.
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• Economical STDIISD calling upto 30% cheaper than
Mobiles/Pay phoneslFixed line
•. Seamless usage across all Vodafone India circles
• 24*7Vodafone care-Our customer care support
• Balance- validity check available through SMS
• .Wide range countries- Locations specific cards
• Simultaneous calls by multiple users
• High value corporate cards
'. •. F:ulltalk value (less.of service ~).. ... .. . . .... .
LONG DISTANCE BUSINESS SERVICES
•••• Long Distance Network
Our Long Distance Network is a carrier class, IP·MPLS 'network
that can support multiple services. Our Long Distance, NGN
Class4 network uses hi-performance soft-switches with high
capacity media gateways for interconnecting toroM networks.
It uses Session Border Controller for VolP interconnects. The
network core and 'edge are based on robust and proven IP..MPLS .
technology. We've spread our Domestic Long Distance Network
across India with 23 POPs across ali teiecom circles ... .:
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Domestic Services:
Data
Leased lines
• 50,000 Ian of pan-India Fiber-backbone
• 25,000 kmof DWDM backbone
," .' Dedicated, secure point-to-point Layer 1circuits'. '
• Private and secure' connection between customer locations
Voice: -
Domestic Voice Transport and Terminati.on
• Extensive countrywide network footprint
, ,. High quality termination with consistent ASR / ACD
. ,
Interconnect Arrengements:
, .. -Interconnects with all access providers
• Constant planning and' monitoring of traffic levels and quality
C7 Signaling:
• Robust and extensive signaling platform
• Failure proof network configuration with path diversity
.' , • Effective handling of ISUP as well, as seep traffic
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.:. Tunes & DownJoads
~ Callertunes
~' Vodafone Music Junction
~ Busy Message
~ Ringtones
..' _."~:~Entertainment.
)0> Amar Chitra Katha
~ Shaadi.com
~ . Movies
~ Music
» Humour.
.:. Devotional
)- Bible 011 SMS
» Gurbani
»Pope
~ Bhakti Sagar
»Osho
.:. Sports
» Cricket
» Vodafone Alerts Sports
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>Train schedules'
>Railway bookings
»Flight status
»Flight bookings
»Jet Wallet .. ... ~ .. ' .
... .' .. ' _" .' .. -'
.:+l1ail, messaging & more .
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~VoiceSMS
»BlackBerry
'»Vodafone Mail
»Yahoo! Mail & Messenger
y MSN @ Vodafone
.) Dial in Services
~ Cricket commentary
);;> Cricket
»Dil Say
»Dial a bouquet
»Live Counseling
.:. Bill Info
,. Ebill
)' Itemised billing -
»My Vodafone bill
~ 'Vernacular bill
»Duplicate bill
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.:.Miscellaneous
) Help
l> Dictionary
) SrD /ISD codes
Demand is driven by technological innovation and by growth in
'business activity .."ana..'consumer, .spending, The profitability of
individual companies depends' on efficient operations and good
marketiJig ..
Large companies have big economies of scale in providing a
highly automated service to large 'numbers of customers, and
have the financial resources required to build and maintain large
networks.
Smaller companies' can compete effectively in small markets or
. by providing 'specialty services. Due to a large degree of
automation, average revenue per employee is a high at about
$500,000.
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• Mobile Money Transfer Service
In March 2007, Safari COM, which 'is part owned by Vodafone
and the leading, mobile communication provider in Kenya,
launched a mobile payment solution developed by Vodafone. r
, .... ., M,..PES.Ais aimed a.t mobile customers who do not have, a bank
" account, typically because they do not have access to a bank or '
their mcome is insufficient to justify a bank account.
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OTHER SERVICES
The M~PESA system allows customers to deposit and withdraw
cash via local agents, and transfer money to other mobile phone
users 'via SMS.By February 2008" the M-PESA money transfer
system in Kenya had gained 1.6 million customers and
Vodafone announced that it was to extend the service to
Afghanistan.
The service here was. launched on the Roshan network under'
the brand M-Palsa with a different focus to the Kenyan service.'
M~Paisa was targeted as a vehicle for microfinance institutions'
(MFI) loan disbursements and repayments, alongside business to
business app1icat~ons such as salary disbursement.'
The Afghanistan launch was followed in April 2008 by, the
'announcement of further a' further launch of IvI-PESA in
Tanzania, ,
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As an operator of money transmission services, Vodafone
became subject to anti-money laundering regulation and in July
2008, it was revealed that it had deployed a sanctions and PEP ..
(politically Exposed Persons)' screening solution from
Datanomic for weekly screening of 2.5 million customers in
Tanzania .
.• .Roaming .' . .. '. . .... ,.
v---- ~ ~ ~ ~
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National Roaming: Roam across all major cities' and towns
without any rentals and at attractive rates.
International Roaming: Make and receive calls and SMS .
·while you travel to any major country, at a nominal monthly
rent. To, activate, sms ACT IR to 144(toll free) before you.
leave India.
'To make a call while roaming abroad, dial *121* followed by
OQ,thecountry code, the city code the phone number and the #
key. To check your balance while roaming, dial*141*.or sms
BAL to 140(toll free) .
GPRS Roaming: Browse the internet, sendand receive .MMS
and use other GPRS services while you roam nationally as
well as internationally in over 100countries. . -
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• 24 Hours Vodafone'care
Happy to help: Whenever you need help we'll be .there..
We are happy to help you 24*7
24hrs VodafoDe c·are:
Call:
)- 111(toll free) from your Vodafone mobile phone
»9828098280 from other phones
}> Email: Vodafonecare.rai@vodafone.com
}> Fax us:98280 98285
.Visit your nearest Vodafone store or .Vodafone mini
store:
To find one near you, sms STORE <area name> <city
name> to' 1 1 1(toll free).
.Vodafone live:
Enter a world of fun and information on your Vodafone .
GPRS'1110bilephone. Choose from a range of services like
News on stock market, sports, tashion, movies, music and
more. You .can also download wallpapers, music and
mobile games, check your email, chat with friends, and
search forinformation using live search. To activate
Vodafone live Isms ACT VL to' 144(toll freej.To deactivate
, SIllS CAN VL to 144(tollfree)
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SWOT ANALYSIS
Strengths
• Operations in 16 circles covering
86% of the India 's mobile
" " ',customer base " ,, ,- ' ..
• Diversified geographical p6rtfoIib
- with strong mobile
telecommunications operations
• Leading presence in India
• Strategic alliances' with Apple
iPho'ne
• Rising customer base
• Owns its own towers from the
beginning
OPPORTUNITIES
. .' Highly competitive market
• Emergence oflow cost brands
• Extremely high penetration
rates in key European markets
• European union reguiation on
cross-border 'cell phone usage,
by customers
• Development of VOP
communication
Weakness
• US business not nearly as
strong as European/rest of the
. world operations . 80% . of its
business ls generated in Europe
Threats
• Focus on cost reductions
improving returns
• Growth through 3G
• Majority stake in Hutchison Essar
in India '
• Research and development of new
mobile technologies
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27. REASERCH METHODOLOGY
Definitions:
1. Research is the systematic investigation to establish facts or collect information on a
pre-decided subject.
2. Methodology is the specification of the system of principles and techniques used in
a particular discipline
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.••·•.•·.••p~velopth~·r~~h plan ••••
Figure. Research Process
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Research methodology is the way to systematically solve the researchproblem •.
It may be understand as a science of studying how research is done scientifically. Init I
study the various steps that are generally adopted by a researcher in his research
problem along with the logic behind them. Itis necessary for the researcher to know not
oriy the research method but also the methodology.
I not only talk off research method but also consider the logic behind the
methods. The use in aonduct of my research study and explain why I am using a
I
36
28. particular matter for technique and why I am using others. So those research results are
Capable for being well evaluated by others
RESEARCH DESIGN
-
Research design is the -arrangement of conditions for collection & analysis in a manner
that aims to combine relevance to the research purpose with economy in procedure:
Research design involves a general plan of how to go about answering the research
questions set keeping in mind the research objective.
Research Instruments: ..
A complete questionnaire is prepared on the basis of consumer behavior & satisfaction
.with regard to radial types.
The questionnaire was designed keeping the following point I question in mlndi-
• Is the question required?
• Has the respondent experienced the situation desaibed in the question?
• Isthe question testing the respondent's memory?
• Is the respondent likely to remember such information?
• Willthe respondent part with the information voluntary?
• Can a single question be fragmented into small but multiple questions for better
understanding?
Sampling Plan: -
Sample method: Non-probability sampling (random & stratified)
Sampl. Size: Sample size was 100.
A definite plan was drawn up for obtaining a sample from
different areas of educational institute of Jaipur. Thus sample size has been determined
,
37 ,
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29. using a particular method. The availability of resources in terms of infrastructure of field
force. Time and cost was also taken into account.
The process involved breaking up the various types educational institute of Jaipur city.
This division was made in such a way that each one major area of education get place
in the study, be it; technical or professlonal or other area of study. There; by each of
these areas of study sample were drawn randomly or by stratified sampling.
Sample Design: -
A sample design is a definite plan for obtaining technique or procedure. The researcher
would adopt in selecting items for the sample.
Types of sample design: -
• Random sampling: - In random sampting, each ofthe population has a deflnite
reassigned probability of being selected Inthe sample.
• Stratified sampling: - Under stratified sampling the population is divided into
several sub population (strata) that are individually more homogeneous than the
total population & then select items from each stratum to constitute a sample.
Data collecti()n: -
Since the study. undertaken by me is descriptive research, I have concentrated on
primary data through survey and collection secondary data.
Source of data collectlon:-
Data is collected from two methods: -
Primary data: • The questionnaire for data collection according to the information
required from the consumers was deSigned. The region undertakenfor the research Is
. Jalpur (Raj.). Different areas selected for collection of data through questionnaire and
Interviews •
... " -.-." -- " ..- -- --~.- ..- - - ~.-.,,- -..-~-..- ..
30. Secondary data: - Secondary data is collected from books, newspaper, magazine and
websites.
SAMPLING ERRORS:
While interpreting the results Ikept in mind the potential errors. Two sources of
errors are random sampling error, which arises due to the fact that the sample may not
be a true representative of the population, and non-sampling error which comes up
because of faulty coding, untruthful responses, respondent fatigue etc.
LIMITATIONS IN RESEARCH:
All research papers have its own limitations in terms of methodology and the
resources available for its conduct. This study isno exception to it and has been carried
under following limitation:-
.:. Some of the respondents were not forthcoming with information as they thoughtit
to be a waste of time•
•:. A number of respondents were biased towards a particular brand, whichwas
giving them better returns .
•:. Some of the respondents were not available so, contacted person was not abfe
to present a fair view.
•> Respondenfs lack of Ume to give information and their casual attitude was a big
hindrance in the study.
39
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Data Collection:
)' Data was collected through primary sources.
)' Names and addresses provided by the company distribution
team and by mends.
,_~.1}u:o_ughquestionnaire, ,
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Research "instrument:, Questionnaire
Type ofguestionnaire: Structured
Types of questions:
a) Multiple choice questions
b) Open-ended and close-ended .
Area covered: Jaipur city
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. Reasons for using Prepaid' connection
• Coverage
. • T.riff plans .
oOthers
n'Bllling
Observations:
30%'of prepaid customer use Vodafone due to good Coverage
facilities and 26% use it for,tariff plans ..40% of the postpaid .. .
.customer use it due to the billing facility,20%'user for coverage
facility.
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Observation:
This graph shows the level of dissatisfaction and satisfaction
response from the customers of Vodafone towards its different
,services. From this research we found that high percentage of
prepaid mobile users are more satisfied than the postpaid mobile
users. This graph shows 20% of prepaid and 55%of postpaid
. jnobile usersarenot satisfieddue .totheproblem of customer
care connection, connectivity andcoverage.
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37. .' Types of services thatis used by the customers
Phone Prepaid Postpaid
Mobile 60% 40%
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• Prepaid
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Observations:
. . .
. This graph shows that 60%customers are Prepaid mobile users, . "
and 40% arepostpaid mobile users
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Recommendation of the company to another person by the
customers:
Users Recommend Not
recommend
Prepaid Mobile 72.5% 27~5%
Postpaid mobile 'i, -, 77.5% 22.50/0 .. , . .'
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• prepaid -
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recommend,
Observations:
,Through this research we found the satisfaction level of
different of different services. This graph shows thatthe, . . .
percentage of prepaid mobile user is more dissatisfied with the :
service of Airtel. ' '
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. Sample awareness about vivid schemes ofAirtel
Users Awareness Not awareness
Prepaid Mobile 50% 50%
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awareness
V Observations:
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.Here the graph shows that are not aware about theschemes. So .
the company should increase its advertisement activity. to aware
about it.
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12le.shave comnlained about there' Rroblems regarding their
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Users complained Not complained'
aid,Mobile ,25% 75%
tpaid mobile 17.5% 82.5%
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, Through this we found that the dissatisfaction level of prepaid
mobile users are more than the postpaid 'mobile users, ,
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FINDINGS AND CONCLUSIONS
. • 71% customers of VODAFONE are satisfied with the tariff
plans provided by the company but restof 17% of prepaid
, customers are dissatisfied from the tariff plan who are .
. using monthly and lifetime connections and rest of 12%
,"" ., .,post paid -custcmers are dissatisfied because of paying high .
. . rate onthe network. .
• 24% customers ofVODAFONEare dissatisfied because
their expectations are not fulfilled i.e. the purpose for
which they have purchased Vodafone was not solved ..
Among these 24% customers.
., 12% prepaid users are dissatisfied because of the costly
monthly recharge' coupons. Remaining 12% postpaid users
.are dissatisfied because of hassles in bill payment.
• There are 76% VODAFONE customers who are ready 'to .
suggest the services to another person because they are
fully satisfied with the services of the company.
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• 46% customers are not aware about the different schemes
ofVODAFONE. This. shows lack of proper advertisement
by the company. This also leads to dissatisfaction as
customers lack the knowledge of schemes according to
their requirement.
.• 23% customers have complained about their problems
regarding their Vodafone. connection. to the company.
Under this 23%, 11% prepaid users have complained and
out of this 11%, only 6% customers got good response.
from the company and' among the .12% postpaid customers
who lodged their complain, only 7% got their problem
solved by the company.
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• Through this research we ,found thatmostly the
customers are dissatisfied with their handset because 'they
were getting no clarity in voice, breaking of service while
talking.
• Many customers complained of improper deduction of
balance from the Vodafone account and in many cases the'
, amount was not refunded. This led to dissatisfaction among
the customers
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.SUGGESTIONS·
.• The main problem that the customers are facing is ofnetwork
. .connectivity and coverage. In the study a large number of
samples have asked to improve these two services asthey
have to face a lot-many problems due to-lowconnectivity and .
coverage. if the company improves these two facilities then it .
will get huge success in the Jaipur city .
• Mostly the customers face the problem of. customer care
connection. Through this problem of connectivity customer
gets dissatisfied as he/she wants different information about
the different schemes and also to complain about their'
problems to the company. Because of poor customer care
connectivity the customers are very much dissatisfied. So the
company should improve this facility for the customers and
get loyalty from them. .
• The customers who called in the customer care department .
always found it engaged. This led to dissatisfaction among
the customers. This may be due to less number of people in
the customer care department. This problem can be solved by
employing more staff. .
e Many customers complained of i1.11fH vper deduction of balance
from their Vodafone .account and in many cases the amount
.was not refunded. This led to dissatisfaction among the
customers. The company should inform. the customer after
receiving any subscription demand and should give him/her
subscription only after a confirmation message is received.
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This may avoid improper deduction of balance from the
customer's account. ,,' .
• Company should also increase its advertisement activities and
sales promotion activities. This will help in increasing the
,subscriber base of the company as it will encourage new
customers to take a Vodafone connecti OD and at the same
time motivate the existing subscriber to continue their
·Vbdafone-servicts.· . .. ... .:..._.. :". ' . "'-. ..
... This will also help in keeping the customers fully aware about
the latest schemes launched by the company.
• Company should give the information about the different
schemes which are launched in the market through messages
to their existing customers but this should be done only when
the customer demands such information .
• Company should issue recharge coupons of low rates for the
. monthly users of prepaid connections. Because of high rates
of recharge coupons the monthly customers are dissatisfied.
The company should launch monthly recharge uf200/- and
150/- instead of 345/- because its competitors are providing
monthly recharge at lower rates.
• Company should also improve its mobile handsets and should
offer 1110recoloured handsets iu lh~ market, it will also lead '
to more competition in the market which in turn will helpthe
customer in getting abetter product at a better price .:
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• Company should also give the facility to the existing .' .
. . customers of prepaid connections to change their schemes on
their existing number only. This facility will bevery
beneficial for the labourers and the middle class people .
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.../ "., .' .Vodafone free unlimited only on two numbers, This will help
G ' in solving the network problems.
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The company should provide its customers with new .and
innovative services such as:
) Starting e-top up ofVodafone
}> Serving the customers or solving the queries of the customers
. on the internet also, This would be a good' and new way to
. remain in touch with customers .
.) Attending public.complaints and taking them seriously.
»More accuracy in billing.
) Timely reminding the existing customers ebout their due
payment, new schemes and instructions about the scheme
which they. are following.
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WhOID they have sold the products and services.
)- Printing of local calls on the hill.
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• Work oriented programmes and seminars should beorganized
for the lower staff inorder to make them respond promptly
and sincerely to the grievances of the customers, ..
• I hope my suggestions would work positively for the company
... . to improve its services in real terms and the .company may be,
. ableto add new customers to its customerbase and to retain
the existing customers and to gain their loyalty. '
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LIMITATIONS OF THE STUDY
There are certain limitations of the project which are highlighted
as under:
..~ Sample size 1OQ is not the real Indicator of the total .. ... .
population of the city like Jaipuras Vodafone has '.'
thousands of customers in the city. So hundred customers
. are not sufficient to represent the whole'population.
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~ Lack of time.
~ Most of the Vodafone users in Jaipur were not willing to
fill the questionnaire and so they were not cooperative
during the survey. '.'
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filled the questionnaire in hurry. their responses may not
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BIBLIOGRAPHY
WEBSITES' REFERRED :-
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• www.vodafone.in
• www.google.com
• www.yahoo.com
,. www.wikipedia.org
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8 W'NW.msn.com
........_.....
BOOKS REFERRED :-
• Marketing Management - Philip, Kotter
• Marketing Management - Anti Mehta Kothari
• Guidance from the facu'lty of the college
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50. a) 1-4 months
'---'.. . b) 5·8 months
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QUESTIONAIRE
VODAFONE SERVICES LIMITED
Name: ......., -'---__ --'-------
Age Group: a) 15>25 .b) 25>35 c)35>45
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d) 45:>55 _.,e) ~bo~e'55' ' ..
occupation: a) Business b) Professional c) Student
. d) Service e) Others
Area of Residence: --------
1. What type of phone and connection you are using presently?
I) Prepaid mobile . II) Postpaid mobile
2. Since how long you have got this connection?'
c) 1 year
,d) more than 1year
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,3. Vith comparison to other, what is your opinion about thetariff
plan ofVodafone? '
""". ,'4: Why did you opt for Vodafone ?
a) Vodafone to Vodafone free
b) Coverage
c) Billing
d) Tariff Plan
e) Other
5. Is Vodafone fulfilling your expectation forwhat purpose
, you had purchased it?
a) Yes b) No.
. ,
6. If no then what kind of problem you are _facing?
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7. Would you like to. recommend to any person to purchase
Vodafone?
a) Yes b) No'
8. Are you fully aware of the vivid schemes of this.phone
"service?
a) Yes . b) No
9. Have you evercomplained aboutthe problem you faced
regarding your phone. to the company?
a) Yes . b)No
10. If did, then what was the response?
i1..Would you like toremain with Vodafone in future?
b) No. .
12. Do.you want to give any suggestions toimprove Vodafone
services?
