CUSTOMER SATISFACTION OF MOBILE PHONE SUBSCRIBERS…

Introduction

 Subscriber Identification Module (SIM) is an integrated circuit that securely stores the international mobile subscriber identity (IMSI).

The first SIM card was made in 1991 by Munich smart-card maker Giesecke & Devrient.

The SIM was initially specified by the European Telecommunications Standards Institute.

India is the world’s fastest growing industry in the world in terms of number of wireless connections after China, with 811.59 million mobile phone subscribers.

According to the world telecommunications industry, India will have 1.500 billion mobile subscribers by 2016.

SERVICE PROVIDERS

AIRTEL

VODAFONE

IDEA

RELIANCE

AIRCEL

MTNL

TATA DOCOMO

Launched in YearNov-2002

April-2007

March-2008

Dec-2008

April-2009

Feb-1999

Nov-2008

OBJECTIVES To check whether there is any relationship between

Age group V/S monthly expenditure on the mobile connection .

Occupation V/S monthly expenditure on the mobile connection .

Service Providers V/S monthly expenditure on the mobile connection .

3G Connection V/S monthly expenditure on the mobile connection .

To study and identify how the customers are benefitted.

To evaluate the major service provider satisfied the customer .

To assess the factors influencing the person’s in selecting a mobile phone service provider.

Methodology

DATA COLLECTION

573

Data Cleaning

527

Original Data

Cleaned Data

Total527

Male295

Prepaid229i.e

77.6%

Postpaid

66 i.e

22.4%

Female232

Prepaid143i.e

61.6%

Postpaid89i.e

38.4%

Sample size

ANALYSIS OF DATA

DEMOGRAPHICS

12%

37%

24%

9%

17%

<=1819 to 2324 to 2930 to 34>=35

Age group

33

107 108

23

5137

168

Aircel Airtel Idea MTNLReliance Tata Docomo Vodafone

Mobile Phone Subscribers

Aircel Airtel Idea MTNL Reliance Tata Docomo Vodafone0

10

20

30

40

50

60

70

80

90

100

76.74 78.67 81.8188.46

78.4668.51

85.71

23.25 21.32 18.1811.53

21.5331.48

14.28

Main% 0ptional%

44443

43 136 132 26 65 54 196

Main sim V/s Optional sim

lcl, 1874

std; 1112

isd, 144

sms, 1086

mms; 149

int, 1569 fb, 1583

crbt; 677

Scores of Services outof 2108

Service preffered by respondents

23% 14% 2% 13% 2% 19% 19% 8%

Values are in %

Aircel Airtel Idea MTNL Reliance

Tata Docomo Vodafone

LOCAL

25.11 24.96 25.89 30.26 25.48 25.67 26.49STD

13.82 15.19 17.47 14.94 15.45 13.98 14.72SMS

20.04 15.99 13.9 13.40 15.18 15.7 14.18INTERNET

20.04 22.02 21.49 21.07 22.28 22.22 21.77Fb_Wa

20.96 21.82 21.23 20.3 21.58 22.41 22.81

Services V/s Service Providers

TECHNIQUES

CROSS TABULATION

Cross Tabulation is a technique that allow you to compare the relationship between two variable

Association between 3G Connection and Monthly Expenditure on the

Mobile Connection

Monthly expenditure Total

< than 100 101 to 200 201 to 500 > than 500

3g No64.9% 63.7% 44.4% 32.1% 56.2%

Yes35.1% 36.3% 55.6% 67.9% 43.8%

Total100.0% 100.0% 100.0% 100.0% 100.0%

Association Table

Sta t i s t i c DF Va lue Prob

C h i - S q u a re 3 28.420 < . 0 0 0 1

L i ke l i h o o d Ra t i o C h i -S q u a re

3 25.505 < . 0 0 0 1

C r a m e r ' s V   0.232  

Thus we reject Ho

Conclusion:. There is an association between 3G Connection and Monthly expenditure on the mobile connection

H0: There is no association between 3G Connection and Monthly expenditure on the mobile connection H1: There is an association

Association between Age and Monthly Expenditure on the Mobile

Connection

H0: There is no association between Age and Monthly expenditure on the mobile connection

H1: There is an association

Sta t i s t i c DF Va lue Prob

C h i - S q u a re 1 2 92.42 < . 0 0 0 1

L i ke l i h o o d Ra t i o C h i -S q u a re

1 2 9 4 . 4 3 < . 0 0 0 1

C r a m e r ' s V   0.242  

Thus we reject Ho

Conclusion:. There is an assoc iat ion between Age and Monthly expenditure on the mobile connection .

Association between Service Providers and Monthly Expenditure

on the Mobile Connection

H0: There is no association between Service Providers and Monthly expenditure on the mobile connection

H1: There is an association

Sta t i s t i c DF Va lue Prob

C h i - S q u a re 1 8 46.8657 < . 0 0 0 2

L i ke l i h o o d Ra t i o C h i -S q u a re

1 8 47.0402 < . 0 0 0 2

C r a m e r ' s V   0.1722  

Thus we reject Ho

Conclusion:. There is an association between Service Providers and Monthly expenditure on the mobile connection .

Association between Occupation and Monthly Expenditure on the

Mobile Connection

H0: There is no association between Occupation and Monthly expenditure

H1: There is an association

Statistic DF Value Prob

Chi-Square 12 91.533 <.0001

Likelihood Ratio Chi-Square

12 95.583 <.0001

Cramer ' s V 0.2406

Thus we reject Ho

Conclusion:.There is an association between Occupation and Monthly expenditure on the mobile connection

TECHNIQUES

Cross tabulationPareto Analysis :-

Pareto Principle is also known as the 80/20 rule.

The idea is that by doing 20% of the work you can

generate 80% of the benefit of doing the whole job.

This is also known as the ‘vital few’ and the ‘trivial

many’ effect.

The Pareto Analysis is used to determine which of the given factors influencing the person’s in selecting a mobile phone service operator

Conclusion:

Hence, the most important factors influencing the person’s in selecting a mobile phone service operator are :

Network Coverage where ever I go.Data services/Internet.Tarif/Pricing.Transparency in billing.Innovation/New services

 

TECHNIQUES

Cross tabulationPareto AnalysisFactor Analysis :-

Factor analysis is a technique that is used to reduce a large number of variables into fewer numbers of factors subjected to it’s minimum loss of Information.

OBJECTIVE:

To Understand the performance of different service providers in the market on various parameters like Product quality, Performance of the Customer Care Executive(CCE),Service quality, Range and selection of products available

We have considered the following 12 variables for the analysis: cc_hp = Customer care

executives are helpfull cc_kn_trif = Customer

care executives have complete knowledge of tariffs & plans

lodge_c = It is easy to lodge complaints with your mobile phone service operator

bill_acc = Billing system is accurate & transparent

rghtser_1stt = Customer service executive performs the right service the first time

ser_res_pt= Service resolution is delivered within promised time

suf_net = My mobile phone operator provides sufficient network coverage

cdrop_less = Incidence of call drops are least

vcliraty_gud = Voice clarity on my mobile network is good

e_actvas = It is easy to activate a VAS service (Value Added Service)

e_dactvas = It is easy to de-activate a VAS service (Value Added Service)

intspd_gud= I get good internet speed (GPRS) on my phone

cc_hp cc_kn_trif

lodge_c

bill_acc

rghtser_1stt

ser_res_pt

suf_net

cdrop_less

vcliraty_gud

e_actvas

e_dactvas

intspd_gud

cc_hp1 0.327 0.33 0.074 0.329 0.263 0.26 0.176 0.182 0.072 0.266 0.206

cc_kn_trif

0.327 1 0.388 0.231 0.25 0.372 0.174 0.286 0.24 0.244 0.248 0.214

lodge_c0.33 0.388 1 0.177 0.345 0.34 0.136 0.209 0.192 0.216 0.285 0.236

bill_acc0.074 0.231 0.177 1 0.09 0.222 0.1 0.258 0.129 0.257 0.134 0.21

rghtser_1stt

0.329 0.25 0.345 0.09 1 0.296 0.228 0.14 0.116 0.192 0.296 0.325

ser_res_pt

0.263 0.372 0.34 0.222 0.296 1 0.112 0.142 0.194 0.198 0.209 0.286

suf_net0.26 0.174 0.136 0.1 0.228 0.112 1 0.152 0.329 0.166 0.255 0.316

cdrop_less

0.176 0.286 0.209 0.258 0.14 0.142 0.152 1 0.124 0.195 0.141 0.258

vcliraty_gud

0.182 0.24 0.192 0.129 0.116 0.194 0.329 0.124 1 0.148 0.203 0.209

e_actvas

0.072 0.244 0.216 0.257 0.192 0.198 0.166 0.195 0.148 1 0.396 0.231

e_dactvas

0.266 0.248 0.285 0.134 0.296 0.209 0.255 0.141 0.203 0.396 1 0.219

intspd_gud

0.206 0.214 0.236 0.21 0.325 0.286 0.316 0.258 0.209 0.231 0.219 1

Correlation matrix:

KMO and Bartlett’s test H0: Population correlation matrix is an identity matrix

H1: Not H0

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .829

BARTLETT'S TEST OF SPHERICITY

APPROX. CHI-SQUARE 1.0663E3

DF 66SIG. (P-VALUE) .000

Conclusion : Since, Overall KMO value is 0.829 the sample size is Adequate. Also, KMO value for each variable is greater than 0.5, therefore the sample size is adequate Since, p-value is significantly low (i.e. <.05). We reject H0 and conclude that there is at least one common factor (i.e. Correlation Matrix is not Identity matrix)

Total Variance explained :

Component

Initial EigenvaluesExtraction Sums of Squared Loadings

Rotation Sums of Squared Loadings

Total% of Variance

Cumulative %

Total% of

Variance

Cumulative % Total

% of Variance

Cumulative %

1 3.499 29.160 29.160 2.294 19.113 19.113 2.294 19.113 19.113

2 1.160 9.669 38.829 1.771 14.760 33.874 1.771 14.760 33.874

3 1.107 9.227 48.056 1.702 14.182 48.056 1.702 14.182 48.056

4 .990 8.247 56.303

5 .890 7.420 63.723

6 .830 6.919 70.642

7 .690 5.746 76.388

8 .635 5.293 81.680

9 .583 4.857 86.537

10 .568 4.732 91.269

11 .532 4.430 95.698

12 .516 4.302 100.00

Factor Rotation matrix using Varimax technique:

Component (Factor)

1 2 3lodge_c 0.701 0.06 0.203

cc_hp 0.667 0.28 -0.13

ser_res_pt 0.627 0.016 0.271

rghtser_1stt 0.625 0.279 -0.02

cc_kn_trif 0.594 0.082 0.365

suf_net 0.066 0.823 0.01

vcliraty_gud 0.095 0.629 0.117

bill_acc 0.06 0.009 0.759

e_actvas 0.082 0.29 0.609

cdrop_less 0.171 0.112 0.572

Since, the Rotated Factor loading for intspd_gud and e_dactvas is less than 0.5, we will remove this variable.

intspd_gud 0.261 0.471 0.306

e_dactvas 0.313 0.46 0.234

REDUCED VARIABLES

cc_hp = Customer care executives are helpfull

cc_kn_trif = Customer care executives have complete knowledge of tariffs & plans

lodge_c = It is easy to lodge complaints with your mobile phone service operator

bill_acc = Billing system is accurate & transparent

rghtser_1stt = Customer service executive performs the right service the first time

ser_res_pt= Service resolution is delivered within promised time

suf_net = My mobile phone operator provides sufficient network coverage

cdrop_less = Incidence of call drops are least

vcliraty_gud = Voice clarity on my mobile network is good

e_actvas = It is easy to activate a VAS service (Value Added Service)

Total Variance explained :

Component

Initial EigenvaluesExtraction Sums of Squared Loadings

Rotation Sums of Squared Loadings

Total% of Variance

Cumulative %

Total% of

Variance

Cumulative % Total

% of Variance

Cumulative %

1 2.970 29.702 29.702 2.970 29.702 29.702 2.177 21.770 21.770

2 1.159 11.593 41.295 1.159 11.593 41.295 1.656 16.557 38.327

3 1.075 10.754 52.049 1.075 10.754 52.049 1.372 13.722 52.049

4 .863 8.626 60.676

5 .839 8.390 69.066

6 .718 7.181 76.247

7 .636 6.364 82.612

8 .633 6.327 88.939

9 .561 5.610 94.549

10 .545 5.451 100.000

1 2.970 29.702 29.702

2 1.159 11.593 41.295

1 2 3 4 5 6 7 8 9 100.00%

5.00%

10.00%

15.00%

20.00%

25.00%

30.00%

35.00%

Scree Plot

Factor Rotation matrix using Varimax technique:

Component (Factor)

1 2 3

lodge_c 0.695 0.228 0.017

rghtser_1stt 0.683 -0.003 0.134

cc_hp 0.675 -0.088 0.289

ser_res_pt 0.62 0.281 -0.029

cc_kn_trif 0.565 0.403 0.118

bill_acc 0.039 0.765 0.003

e_actvas 0.12 0.626 0.131

cdrop_less 0.157 0.582 0.122

suf_net 0.134 0.066 0.827

vcliraty_gud 0.106 0.184 0.735

THUS THE 3 FACTORS ARE AS FOLLOWS:

Customer Care services

•It is easy to lodge complaints with your mobile phone service operator•Customer care executives are helpful•Customer care executives have complete knowledge of tariffs & plans•Customer service executive performs the right service the first time•Service resolution is delivered within promised time

Network services

•My mobile phone operator provides sufficient network coverage•Voice clarity on my mobile network is good

Comfort SERVICES

•Billing system is accurate & transparent•It is easy to activate a VAS service (Value Added Service)•Incidence of call drops are least

Factor 1 Factor 3Factor 2

CONCLUSION

•Age group,Occupation,Service providers,3G connection all are associated with Monthly Expenditure•Local call and Internet are the main services that should be focused by service providers so that customers get benefited•The major service providers that satisfied the customers are Vodafone,Airtel and Idea•The factors influencing the person’s in selecting a mobile phone service operator are : Network Coverage,Data services/Internet,Tarif/Pricing,Transparency in billing and Innovation/New services•The performance of service providers are depend on Customer care executive,Comfort services and Network

TOOLS

PARTICIPANTSSonu Chaurasiya

Aditya GhadiAmardeep Pandey

Vinesh RaneAkash Salunkhe

10.00%

5.00%

10.00%

15.00%

20.00%

25.00%

30.00%

35.00%

Aircel 3.87%

Airtel20.44%

Idea 21.55%

MTNL,1.66%

Reliance14.36%

Tata Docomo6.08%

Vodafone32.04%

MNP port in Service providers

Thank you