consumer satisfaction regarding telecom service providers

8/22/2019 consumer satisfaction regarding telecom service providers

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DETERMINING THE CUTOMER SATISFACTION LEVEL INAGRA TOWARDS TELECOMMUNICATION SERVICE

PROVIDERS


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Contents

Introduction

Objectives

Literature Review

Research Methodology

Limitations

Hypothesis

Data Analysis

Hypothesis Testing

Conclusion and Recommendations


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INTRODUCTION

The development of the TELECOMMUNICATION SERVICES has experienced amajor process of transformation in terms of its growth, technologicalcontent, and market structure in the last decade through policy reformsintroduced by the Government.

The study aims to analyse that with the increase in competition in telecomservices, higher levels of consumer satisfaction with affordable prices andimproved quality of services are achieving or not.

Wireless telephony and the Internet are expected to be the preferred meansof communication as convergence of telecommunications, broadcasting, andinformation technology progresses.


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Objectives of the study

To study the customer satisfaction towards mobile serviceproviders.

To evaluate the major service provider satisfied the

customer. To assess the needs, requirements and expectations of

the customers in order to assess their current satisfactionlevels.

To know the attitude, enthusiasm regarding the serviceprovided to customers.

. To understand the performance of different brands in themarket.


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REVIEW OF LITERATURE

Das (2000), in her paper described the Liberalisation of theIndian telecommunications services which started in mid-nineties with no change in the existing public monopolystructure, entirely controlled by Department ofTelecommunications (DoT).

Thomas (2007), in his article describes the contributionmade by telecommunications in India by the state and civilsociety to public service, this article aims to identify thestates initial reluctance to recognize telecommunicationsprovision as a basic need as against the robust tradition ofpublic service aligned to the postal services and finds hopein the renewal of public service telecommunications via theRight to Information movement.


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REVIEW OF LITERATURE

Cygnus Business Consulting & Research Pvt. Ltd. (2008), inits Quarterly Performance Analysis of Companies (April-June 2008) has analysed the Indian telecom industry in theawake of recent global recession and its overall impact onthe Indian economy. The analysis is done in the backgroundof wake of global recession and rising inflation.

Mani (2008) addresses a number of issues arising from thegrowth of telecom services in India since the mid-1990s. Italso discusses a number of spillover effects for the rest ofthe economy and one of the more important effects is thepotential to develop a major manufacturing hub in thecountry for telecom equipment and for downstreamindustries such as semiconductor devices.


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RESEARCH METHODOLOGY OF THE STUDY

Sources of data:

This project consist of primary and secondary sources:

Primary

Interaction with customers by filling up of questionnaires.

Secondary

Books

Internet

Articles

Magazines/Project Reports

Newspapers.

SAMPLE SIZE :- 30 (college students) RESEARCH METHOD:- Survey research

KIND OF SAMPLING :- Convenience sampling

TOOLS OF ANALYSIS:- Percentage method

Bar graph,Histograms,

Tables


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Limitations of the Study Generally the respondents were busy in their work and were not

interested in responding rightly.

Respondents were reluctant to discover complete and correctinformation about themselves .

Most respondents were not maintaining proper knowledge of

various services provided by their company, so they were unable toprovide exact information.

Most of the respondents dont want to disclose the informationabout the various other companies which they have experiencedbefore.

Some of the respondents were using the service first time of theircompany and they were not able to properly differentiate amongtheir product.

Due to human behavior information may be biased. Mainly inBSNL case.


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TELECOM SERVICES PROVIDERS

There are three types of players in telecom

services:

State owned companies (BSNL and MTNL)

Private Indian owned companies (Reliance

Infocomm, Tata Teleservices,)

Foreign invested companies (Vodafone, BhartiTele-ventures, Escotel, Idea Cellular, BPL

Mobile, Spice Communications)


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HYPOTESIS 1

NULL HYPOTHSIS:

Most of the people are satisfied with theirservice providers.

ALTERNATIVE HYPOTHSIS

Most of the people are not satisfied with theirservice providers.


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HYPOTESIS 2

NULL HYPOTHSIS:

H0: - Airtel is not the best service provider ofcustomer care service.


H1: - Airtel is the best service provider ofcustomer care service.


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HYPOTESIS 3

NULL HYPOTHSIS:

H0: - Price factor is the most influencing factorfor the purchase of Telecom service.

ALTERNATIVE HYPOTHESIS:

H1: -Price factor is not the most influencingfactor for the purchase of Telecom service.


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DATA ANALYSIS AND INTERPRETATION

66%

34%Male

Female

1 Whi h f i d


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1. Which type of connection do you

prefer?

Above data shows that most of the respondents in the

study have pre-paid

connections.


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2. Whose services are you rendering?

Through the above analysis, we can easily find out that majority ofthe people prefer Airtel more. Airtel is leading with 24%. In both

the regions, there is a huge competition among private players asper the conducted survey. It clearly shows the tough competitionbetween Vodafone and Reliance. Reliance is very far fromVodafone. It is because of Reliances different schemes like Relianceto Reliance free talk etc. have helped it to gain the more marketshare which is found out from the survey.


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3. Which technology do you prefer?


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As per the data, it can be analyzed that in

spite of tough competitions between GSM and

CDMA service providers, the GSM has earned

a huge market share with 70%. There are only11% people who are willing to use both the

technologies. Only 19 % people prefer CDMA

which is very less compared to the level ofcompetition and GSMs market share.

4 H l h b i thi


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4. How long have you been using this

connection of your service provider?


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From the above analysis, it can be found that

45% of the total people have kept their

connection for more than 3 years period.

Whereas, only 6% of the total people prefer tokeep the existing connection for 3-6 months.

The graph also reveals that more the duration

is, more people prefer to keep the existingconnection.

5 R t ti f ti l l f


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5. Rate your satisfaction level of your

service provider.

13

1020

5

2

VERY GOODGOOD

SATISFIED

BAD

VERY BAD


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Customers satisfaction plays a crucial role for

the service providers. 40% people are satisfied

with their service providers. Though, there are

people who are not happy with theirconnections. 14% people have bad and very

bad experiences or not satisfied.

6 Wh t ki d f t ti d


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6. What kind of expectations do you

have from your service provider?

0

5

10

15

20

25

30

35

PRICE NETWORK VAS GOODSERVICES SCHEMES VOICEQUALITY

Series1


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As per the research, people of the city are

more inclined towards price of their service

providers followed by network services

offered by service providers. . From the abovegraph, it can be seen that two factors i.e.

network and good prices are very close to

each other having 29% and 32% respectively.


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7. Are you satisfied by the internet

facility of your service provider?

SATISFIED WITH INTERNET SERVICES


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8. Given a choice with same number,

which service provider will you select?

0

5

10

15

20

25

30

35

40

45

AIRTEL RELIANCE TATA IDEA VODAFONE BSNL MTNL OTHER

Series1


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As the chart suggests and as per the findings,

it can be seen that in majority cases customers

prefer to have Airtel having 40% preference

opinion, followed by Vodafone and Ideahaving preferred by 20% and 14% customers

respectively.


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9. How would you rate the customer

care services of your service provider.


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As per the survey conducted and its findings, itwas concluded that Airtel is leader in maintaininga good relations with its customers and it solvescustomers problems efficiently and effectively. It

has got the highest preference by the customerswith 74%, followed by Vodafone with 67%. Thelowest preference is of BSNL. Its customer care is

not as good as the other players in the market, asper the findings. It is preferred by only 19%customers.


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10. Are you aware of 3G technology?


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There are new inventions and technologies comeup in the market to enhance the competition andmake the usage much faster and also useful aswell as easy to use. 3G technology is one of thosetechnologies. In the survey, it was asked to thecustomers whether they are aware of new 3Gtechnology or not.

The results are mentioned in the above chart.80% people are aware of this technology and 20%people are not aware of it.


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Hypotheses testing 1

H0 =

Customers are satisfied with theirtelecom service providers

H1 = Customers are not satisfied with

their telecom service. According to the findings 40% people are

satisfied with their service providers.


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Around 26% and 20% people rate their

services as good and very good.

Thereby out of 50 people only 7 people are

not satisfied with their connection services,

Therefore the null hypothesis would be

accepted.


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HYPOTHESES TESTING 2

NULL HYPOTHSIS:

H0: - Airtel is not the best service provider of

customer care service.


H1: - Airtel is the best service provider of

customer care servic

BRANDS VERY SATISFIE NUETRA NOT VERY Expecte


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BRANDS VERY

SATISFIE

D

SATISFIE

D

NUETRA

L

NOT

SATISFIE

D

VERY

DISATISF

IED

Expecte

d

Value

AIRTEL 8 5 10

VODAFO

NE

3 6 3 10

BSNL 2 1 3 4 10

IDEA 2 4 1 10

TATA 1 5 1 10


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Chi square value: 11.143

Table value: 9.488

Interpretation of Chi:- As the 5% level of confidence Chi square value11.143 is more than the table value 9.488, so the null hypothesis is

rejected, it means Airtel is the best service provider of customer care

service in the industry.

Interpretation:- From the above data interpretation we can conclude

that Airtel is the best service provider of customer care service. As it

has been also found in some of the article that Airtel is expending

more on its customer care service as compare to other competitors in

the market. The Vodaphone service is also satisfactory as most of the

users has rated it as satisfied service provider. But Bsnl is to be foundas a not satisfactory service provider. Most of the users said that they

have not talk to their customer care service provider even for a single

time.


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Hypothesis Testing 3

NULL HYPOTHSIS:

H0: - Price factor is the most influencing factor

for the purchase of Telecom service.

ALTERNATIVE HYPOTHESIS:

H1: -Price factor is not the most influencing

factor for the purchase of Telecom service.


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Brands Price Network

Brand

Image VAS

Expected

Values

Airtel 6 6 10

Vodafone 3 3 5 10

Idea 4 3 2 5 10

Reliance 5 1 3 10

BSNL 7 6 10

8


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0

1

2

3

4

5

6

7

Airtel Vodafone Idea Reliance BSNL

Price

Network

Brand Image

VAS


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Chi square value: 6.035 Table value: 5.991

Interpretation of Chi: - As the 5% level of

confidence Chi square value 6.035 is more

than the table value 5.991,

so the null hypothesis is rejected, it means

Price factor is the most influencing factor for

the purchase of Telecom service.


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CONCLUSION AND RECOMMENDATIONS

To be successful, communications service providers must deliverpositivecustomer experiences with rich, value-added services supportedbycomprehensive service quality management.

Quality of service and the ability to attract and retain customers dictate thesuccess or failure of next-generation communications service providers.

As per the results majority of people mainly focus on cost and network attributein a service provider.


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Recommendations

Broadband services can be more focusedmore if the spectrum issues are solved.

Companies can provide new and different

schemes to their customers.

.

Increase in internet speed on mobile canbe the criteria for the operators.


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Questionaire

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consumer satisfaction regarding telecom service providers

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