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Survey

OnCustomer satisfaction among these threeGSM mobile services (AIRTEL, VODAFONE

& BSNL) In Varanasi city.

FOR PARTIAL FULLFILLMENT OF BBA

UNDER THECOMPILED BY:SUPERVISION OF:

Mr.RAHUL RAJANSAURABH Kr. VERMALecturer,BBA(IV)SMS,VaranasiB/10/102


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SCHOOL OF MANAGEMENT SCIENCESKHUSHIPUR, VARANASI

TABLE OF CONTENTS

Acknowledgement

Declaration

Preface

Research Objectives

Research Methodology and Design

Introduction

Data Analysis and Interpretation


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Conclusions

Limitations

Suggestions

Bibliography

Annexure

ACKNOWLEDGEMENTACKNOWLEDGEMENT

No gain without pains is a common saying. Gratitude is the hardest

of emotion to express and often does not find adequate words to

convey. Therefore, a Survey Project Report is not an effort of a

single person but it is a contributory effort of many hands and

brains. So, I would like to thanks all those who have helped me

directly or indirectly during my Survey Project.

With an ineffable sense of gratitude I take this opportunity to

express my deep sense of indebtness to Prof. Mukund Lal (Director

General of SMS)for allowing me to carry out this survey work.

I am also thankful to LecturerRahul Rajan for his keen interest,

constructive criticism, persistent encouragement and untiring


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guidance throughout the development of the project. It has been my

great privilege to work under his inspiring and provoking guidance

I would like to thank all my teacher, staff members, and Library

members for their valuable advice and guidance which help me to

make this report effective, interesting and purposeful.

I AM also thankful to the consumers for being a source of

information in providing me the correct and the fact data.

SAURABH Kr. VERMA

DECLARATION------------------------------------------------------------------------------------------------------------

I hereby declare that the information presented here is

correct to the best of my knowledge. Also, the report

presented has not been published anywhere.


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Place : SAURABH Kr.VERMA

DATE :

PREFACE------------------------------------------------------------------------------------------------------------

The thing which is only static is change. In the earlier days communication with the

person residing in far away was very difficult and time consuming. But with the invention

of cellular phone it become as simple as eating a cake in hand. Cellular telephony is

designed to provide communication between two moving unit called mobile stations (MSs), or

between one mobile unit and one stationary unit One stationery unit often called a land

unit. A service provider must be able to locate and track a caller, assign a channel to the

call, and transfer the channel from base station to base station as the caller moves out of

range.

Over the years we have seen a continuous change in the technology. At present

GSM & CDMA are the most commonly used technologies for communication. GSM stands


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To know consumers satisfaction about the number of the

customer care units of their GSM Company & the services

provided by them.

To know consumers satisfaction about special offers & the

privacy given by their GSM company..

To know the over all satisfaction of consumers .

RESEACH METHODOLOGY

Significance of study: - The study signifies the survey onComparative studies among the GSM mobile services

(AIRTEL,VODAFONE & BSNL) In Varanasi city from consumer point

of view.

SAMPLE UNIT:- CONSUMERS OF DIFFERENT GSM COMPANIES

(VODAFONE, AIRTEL,BSNL) IN VARANASI CITY.

Sample Size:- The sample size taken to conduct the survey was100 in numbers.


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Selection of study area:- The survey has been carried out inVaranasi city.

Data Collection Method: - The collected data is primary innature. i.e. the first hand data , as there is a better scope ofgetting required information and also it is in the form that we want.

For the purpose of collecting data, questionnaire method was

adopted.

1. Closed Ended Questions

Dichotomous Questions Multiple Choice Question

2. Open - Ended Question

Sampling Technique:- Since, the size of the universe is quitelarge, so relatively small group of individuals from the universe is

selected which is also good enough to represent the entire universe.In my survey report, I followed the SIMPLE RANDOM Sampling as

the selection was done according to the researcher convenience, and

each and every element of universe was not given equal chance of

being selected in sample.

Measurement & Scaling Techniques Sampling:- I have usedGraphi rating Scales for knowing the satisfaction level of consumers.

Research Design: - To know about the present condition andstatus regarding particular item or group of items, descriptive


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research is conducted. The descriptive research is description of the

state of affairs as it exists at present.

As the result we were required in analytical form. The survey was

conducted using questionnaire method. By using this method we found

the present situation and the findings and its analysis is described in

the further parts.

INTRODUCTION OF MOBILE SERVICES

India's mobile services have moved quickly from a class service to a mass service.The continuously falling tariffs, increased coverage and customized services havemade mobiles affordable and indispensable to the common man. Cellular is alsothe fastest, most cost-effective, way to connect rural India. 3G mobile will enhancecoverage of low-cost voice telephony in rural and remote areas. It will also be avaluable tool for undertaking key social initiatives such as e-education and tele-medicine.

India has emerged as one of the fastest growing mobile markets of the world.Within ten years of the introduction of mobile services in the


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country, the total mobile subscriber base crossed 80 million in January 2006. WhenGSM mobile services were first introduced in 1995 the total tele-density of thecountry was 0.8 per hundred persons, and all were mandated fixed lines, therewere no mobiles. In ten years since then, tele-density has grown exponentially to

nearly 12 per hundred persons. The contribution of mobile, especially GSM, to thisperformance has been significant.

The Mobile-Fixed crossover was achieved in October 2004, when the number ofmobiles exceeded that of fixed phones, demonstrating the powerful role beingplayed by the cellular industry in powering telecom growth in the country. Theterrific growth of GSM led to another milestone, the GSM / Fixed Crossover in April2005. India is now among the nations adding 4-5 million subscribers a month andover 80 per cent of all new subscribers continue to choose GSM month aftermonth.

Indian telecommunications penetration is rapidly growing. Mobile services boastthe worlds highest growth rates. Regulatory measures have encouragedcompetition, drastically lowered rates, and created broadly based conditions forgrowth. Nevertheless, rural penetration, Internet and broadband usage are low andgrowing slowly. Indias urban telephony experience shows that new technologies,competition, and pricing in line with the buying power of the masses can fuelexplosive growth. Indias economic growth will depend upon widespread access totelecommunications upon access to the global economy.

During the entire 50 year post independence period of 1948 to 1998, teledensitygrew a total of 2%. During the last two years teledensity grew 2% each year.Present trends point to annual teledensity growth rates of 3 to 5% in the comingyear. In early 2003, mobile subscribers increased by 200 thousand per month.


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Today, 5 million new subscribers are added monthly. India now has the highestrate of mobile subscriber growth in the world equivalent to China in its bestyears. This, and Indias ever-growing 6% cable TV density, its growing DTH market,its 200 or so broadcast channels, and an expanding FM radio market, show thatIndias information society has arrived. Still, there are huge gaps in Indias Internet,

broadband and rural telephony coverage that present a huge dilemma for thegovernment, its regulator and its policy makers.

Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest Telecommunications Companyproviding comprehensive range of telecom services in India: Wireline, CDMA mobile, GSM Mobile, Internet,Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span of five yearsit has become one of the largest public sector unit in India.

BSNL has installed Quality Telecom Network in the country and now focusing on improving it, expanding

the network, introducing new telecom services with ICT applications in villages and wining customer'sconfidence. Today, it has about 47.3 million line basic telephone capacity, 4 million WLL capacity,20.1 Million GSM Capacity, more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations,480196 Rkm of OFC Cable, 63730 Rkm of Microwave Network connecting 602 Districts, 7330cities/towns and 5.5 Lakhs villages.


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BSNL is the only service provider, making focused efforts and planned initiatives to bridge the Rural-UrbanDigital Divide ICT sector. In fact there is no telecom operator in the country to beat its reach with its widenetwork giving services in every nook & corner of country and operates across India except Delhi &Mumbai. Whether it is inaccessible areas of Siachen glacier and North-eastern region of the country. BSNLserves its customers with its wide bouquet of telecom services.BSNL is numero uno operator of India in all services in its license area. The company offers vide ranging &most transparent tariff schemes designed to suite every customer.BSNL cellular service, CellOne, has more than 17.8 million cellular customers, garnering 24 percent of allmobile users as its subscribers. That means that almost every fourth mobile user in the country has a BSNLconnection. In basic services, BSNL is miles ahead of its rivals, with 35.1 million Basic Phonesubscribers i.e. 85 per cent share of the subscriber base and 92 percent share in revenue terms.

BSNL has more than 2.5 million WLL subscribers and 2.5 million Internet Customers who access Internetthrough various modes viz. Dial-up, Leased Line, DIAS, Account Less Internet(CLI). BSNL has beenadjudged as the NUMBER ONE ISP in the country.

BSNL has set up a world class multi-gigabit, multi-protocol convergent IP infrastructure that providesconvergent services like voice, data and video through the same Backbone and Broadband AccessNetwork. At present there are 0.6 million DataOne broadband customers.The company has vast experience in Planning, Installation, network integration and Maintenance of

Switching & Transmission Networks and also has a world class ISO 9000 certified Telecom TrainingInstitute.

Scaling new heights of success, the present turnover of BSNL is more than Rs.351,820 million (US $ 8billion) with net profit to the tune of Rs.99,390 million (US $ 2.26 billion) for last financial year. Theinfrastructure asset on telephone alone is worth about Rs.630,000 million (US $ 14.37 billion).

BSNL plans to expand its customer base from present 47 millions lines to 125 million lines by December2007 and infrastructure investment plan to the tune of Rs. 733 crores (US$ 16.67 million) in the next three

year

The turnover, nationwide coverage, reach, comprehensive range of telecom services and the desire toexcel has made BSNL the No. 1 Telecom Company of India.

VISIONTo become the largest telecom Service Provider in South East Asia.

MISSION1. To provide world class State-of-art technology telecom services on demand at

affordable price.


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2. To Provide world class telecom infrastructure to develop the country's economy.

OBJECTIVES To be a Lead Telecom Services Provider.

Build customers confidence through quality and reliable service.

Provide Bandwidth on demand.

Contribute towards:

i. National Plan Target of 250 million subscriber base for the country byDecember 2007.

ii. Broadband customers base of 20 million in the country by 2010 asper Broadband Policy 2004.

iii. Telephone in all villages.iv. Implementation of Triple play as a regular commercial proposition.

Cellone is the Post paid service of the BSNL. It offers you a host of

value added services and unmatched features not found in any other

Cellular service

As a proud subscriber of CellOne service you will stay in touch with

your nears and dears any where in India because Cellone is the only

Cellular service which is available in all major cities and covers all


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major highways. CellOne gives you all India roaming facility

(including Delhi and Mumbai) and International roaming facility to

more than 300 networks across the world.

As a CellOne subscriber you will enjoy benefits like:

No security Deposit if you are an existing BSNL subscriberNo security deposit or monthly rental for national roamingfacility in Plan-325 & 525Voice Mail recording and receiving facility free.CLIP freeCall waiting and Call holding facility

EXCEL Pre paid service of the CellOne Cellular Service of

BSNL. It offers you a host of value added services andunmatched features not found in any other Cellular service.


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All India roaming facility is also available on Excel Power

service.

Initial activation charges for Excel Power is only Rs. 200/-

and free talk value of Rs. 50/- is given to all subscribers.

Excel Power Pre paid cards are available in the

denominations of Rs. 70,150, 300, Rs. 500, Rs. 1000 and Rs.

2000 validity period of which are 7,15, 30, 45, 120 and 180

days respectively.

Bharti Airtel Limited, a part of Bharti Enterprises, is India's leading provider oftelecommunications services. The businesses at Bharti Airtel have been structured into threeindividual strategic business units (SBUs) - mobile services, broadband & telephone services(B&T) & enterprise services. The mobile services group provides GSM mobile services acrossIndia in 23 telecom circles, while the B&T business group provides broadband & telephone

services in 94 cities. The Enterprise services group has two sub-units - carriers (long distanceservices) and services to corporates. All these services are provided under the Airtel brand

Bharti Airtel, formerly known as Bharti Tele-Ventures Limited (BTVL) is among India's largestmobile phone and Fixed Network operators. With more than 28.6 million subscriptions as ofSeptember 2006, the company is one of the world's fastest growing telecom companies. It offers its


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mobile services under the Airtel brand and is headed by Sunil Mittal, one of India's richest menwith a total worth of US$2.6 billion. The company is the only operator to provide mobile servicesin all the 23 circles in India. The company also provides telephone services and Internet accessover DSL in 14 circles. The company complements its mobile, broadband & telephone serviceswith national and international long distance services. The company also has a submarine cable

landing station at Chennai, which connects the submarine cable connecting Chennai andSingapore. The company provides reliable end-to-end data and enterprise services to the corporatecustomers by leveraging its nationwide fiber optic backbone, last mile connectivity in fixed-lineand mobile circles, VSATs, ISP and international bandwidth access through the gateways andlanding station

Airtel is the largest cellular service provider in India. Bharti Airtel owns the Airtel brand

and provides the following services under the brand name Airtel: Mobile Services (using

GSM Technology), Broadband & Telephone Services (Fixed line and Internet Connectivity),

Long Distance Services and Enterprise Services (Telecommunications Consulting for

corporates). There is fierce competition among local telecommunications companies to

provide better service and Airtel is regarded as one of the top communications serviceprovider in the Asian region too.

As of September 2006, Airtel has 28.6 million subscribers[2] World leaders in the telecom

industry such as Vodafone and SingTel hold partial stakes in Airtel.

VISION By 2010 Airtel will be the most admired brand in India:

Loved by more customers

Targeted by top talent


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Benchmarked by more business

HIGHLIGHTS

AIRTEL partners with Google to offer search services on Airtel Mobile Airtel Presents 'SongCatcher' - India's First Ever Instant Music on Mobile Bharti Airtel and Microsoft enter into a strategic partnership to offer

Software and Services for Small and Medium Business (SMB) Market inIndia

Bharti Airtel signs MoU to connect Adani Groups Mundra Port andSpecial Economic Zone

Bharti Airtel inks USD 400 million network expansion contract withNokia

Bharti Airtel Limited: Q2 Cash Profit exceeds Rs. 1600 crores, PBT

crosses Rs.1,000 crores

Experience complete freedom

Airtel welcomes you to a vibrant world of unlimited opportunities.More exciting, innovative yet simple new ways to communicate,just when you want to, not just through words but ideas, emotions

and feelings. To give you the unlimited freedom to reach out toyour special people in your special way.


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As an Airtel Post-paid customer you can enjoy the followingfacilities:

(SMS)

With Airtel's Short Messaging Service (SMS), send unlimited messages andjokes to your friends and colleagues, anytime anywhere

Caller Identification

Call Identification gives you the power to know the phone number of thecalling party even before you answer the call, thus giving you the choice to

either reject or take the call. It provides the added advantage of saving theincoming number directly in the Handset Phone Book. So that the next time

you want to call the same person, you don't need to retype his number,simply use your phone book.

Voice Mail

Voice Mail lets you receive messages even when your handset is switchedoff or when you are outside the coverage area. You can listen to yourmessages whenever you feel like, from anywhere in the world. Voice Mailcan store up to 15 messages, with each message of one- minute duration.

STD/ISD Facility

Our STD/ISD facility allow you to make long distance calls in India and

Overseas from Now experience complete freedom like never before withAirtel! your cellular phone!


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Vodafone Essar in India is a subsidiary of Vodafone Group Plc and commencedperations in 1994 when its predecessor Hutchison Telecom acquired the cellular

cence for Mumbai. Vodafone Essar now has operations in 16 circles covering 86% of

ndia's mobile customer base, with over 38.5 million customers*.

Over the years, Vodafone Essar, under the Hutch brand, has been named the 'Most

Respected Telecom Company', the 'Best Mobile Service in the country' and the 'Most

Creative and Most Effective Advertiser of the Year'.

Vodafone is the world's leading international mobile communications company. It now

as operations in 25 countries across 5 continents and 40 partner networks with over

00 million customers worldwide. Vodafone has partnered with the Essar Group as its

rincipal joint venture partner for the Indian market.

The Essar Group is a diversified business corporation with interests spanning the

manufacturing and service sectors like Steel, Energy, Power, Communications,

hipping & Logistics and Construction. The Group has an asset base of over Rs.400illion (US$ 10 billion) and employs over 20000 people.

Figures from Cellular Operators Association of India, Novemeber 30, 2007.


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Life becomes simpler when you become a Vodafone Postpaidcustomer. Choose from a variety of affordable and attractive talk plans,and many convenient payment options for your monthly bill.

Going Prepaid is easy. And rewarding, with maximum talktime andexciting offers. Not to mention a host of value added services, two-waynational roaming and much more.

1) Name of the GSM company you are using


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a) Airtel b) Vodafone c) BSNL

INTERPRETATION:

From the above graph it shows that 38% of people Are using Bsnl, & 32% of

people are using Vodafone And rest 30% of people are using Airtel.

2) Mention the type of your connection

3032

38

0

10

20

30

40

Airtel Vodafone Bsnl


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a) Prepaid b) Postpaid

6139

Prepaid

Postpaid

INTERPRETATION:

From the above pie chart it is showing that 61% of people are using prepaid,

while 39% of people are using post paid.


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3) How do rate the network coverage provided by your GSM company?

a) Highly Dissatisfied b) Dissatisfied c) Fair

d) Satisfied e) Highly Satisfied

INTERPRETATION:

Vodafone users are most satisfied with the network coverage provided by their

company, followed by Airtel & Bsnl.

0

4

16

8

2

10

15

11

20 0

24

20

6

0

5

10

15

20

AIRTEL BSNL VODAFONE

Highly Dissatisfied Dissatisfied Fair Satisfied Highly Satisfied


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4) How do you rate the roaming services provided by your company withrespect of charges?



INTERPRETATION:

Bsnl users are most satisfied with the roaming facility provided by theircompany, followed by Airtel & Vodafone.

2

1010

6

20

2

9

15

12

4

18

4 4

00

5

10

15

20




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5) How do you rate the behavior and response of customer care unit of yourmobile company?



INTERPRETATION:

Both users of Vodafone & Airtel are very much equally satisfied with the

services provided by customer care units but hutch has an edge while Bsnl users

are very much dissatisfied.

35

10 10

2

10

14

10

4

02

4

10

14

2

0

5

10

15




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6) How much you are satisfied with the locations and numbers of services

centers of your mobile company in Varanasi city?



INTERPRETATION:

4 4

119

2

12

16

64

03 3

1212

2

0

5

10

15

20




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Both users of Vodafone & Airtel are very much equally satisfied in terms of

locations & number of service centers but hutch has an edge while Bsnl users

are very much dissatisfied.

7) Rate the special offers (on talk time, validity, festivals/ seasonal offers,

downloading offers etc ) provided by your company?



02

11 11

64

6

14

10

4

7

12

8

3

00

5

10

15




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INTERPRETATION:

Users of Airtel are very much satisfied with the special offers provide by theircompany, followed Bsnl & Vodafone.

8) Rate of the privacy and secrecy provided by your mobile company?



1

4

11 10

4

02

14 14

8

4

9

11

5

1

0

5

10

15




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INTERPRETATION:Users of Bsnl are very much satisfied with privacy & secrecy by their company,

followed Airtel & Vodafone.

9) Rate the formalities fulfilled while taking a new connection?



57

10

53

8 8

14

8

0

4

911

5

1

0

5

10

15




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INTERPRETATION:

Users of Airtel are very much satisfied with formalities required for new

connection, followed Vodafone & Bsnl.

10 Rate the overall satisfaction level with the service provided by your

mobile company?



13

14

8

4

0

4

14 14

64

1012

42

0

5

10

15




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INTERPRETATION:

Users of Bsnl are most satisfied because of low charges & free roaming

facilities, followed Airtel (because of its special offers) & Vodafone.

11) If you want to have another GSM connection which company would you

prefer ?

a) Airtel b) Vodafone c) Bsnl


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INTERPRETATION:

Most of the people prefer BSNL because of its low charges followed by Airtel

(because of its nominal charges & special offers). Some people also prefer

Vodafone because of its network support.

31

46

23

0

10

20

30

40

50

N O.

OF

RES

PON

DEN

TS


GSM COMPANY


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CONCLUSION

38% of people Are using Bsnl, 32% of people are using Vodafone Andrest 30% of people are using Airtel.

61% of people are using prepaid, while 39% of people are using post paid.

Vodafone users are most satisfied with the network coverage provided by

their company, followed by Airtel & Bsnl.

Bsnl users are most satisfied with the roaming facility provided by their

company, followed by Airtel & Vodafone.

Both users of Vodafone & Airtel are very much equally satisfied with the

services provided by customer care units but hutch has an edge while Bsnl

users are very much dissatisfied.

Both users of Vodafone & Airtel are very much equally satisfied in terms

of locations & number of service centers but hutch has an edge while Bsnl

users are very much dissatisfied.


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Users of Airtel are very much satisfied with the special offers provide by

their company, followed Bsnl & Vodafone.

Users of Bsnl are very much satisfied with privacy & secrecy by their

company, followed Airtel & Vodafone.

Users of Airtel are very much satisfied with formalities required for new

connection, followed Vodafone & Bsnl.

Users of Bsnl are most satisfied because of low charges & free roaming

facilities, followed Airtel (because of its special offers) & Vodafone.

Most of the people prefer BSNL because of its low charges followed by

Airtel (because of its nominal charges & special offers). Some people also

prefer Vodafone because of its network support.


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LIMITATIONS OF THE STUDY

Few people did not have the time to fill up or answer the

Questionnaire.

People were also not giving the exact information like, their

monthly income, age and suggestion etc.

Few people were not responding as we expect from them andthey were reacting for the survey is conducted for false

purpose.

They asked for some favour fill up the questionnaire.

As the time was lees for conducting the survey, so the survey

could not be conducted in a large area.


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SUGGESTIONS

Good relationships are pivotal to business success. With this

organizational objective all the GSM mobile companies included in the

survey, should try to maintain a fine balance between high level of

customer satisfaction and the quality of service provided by them.

Here are few suggestions by which both company and costumers can

be benefited.

Suggestions and Recommendations:

Though Bsnl has most of the market share , still it should improve

its network connectivity.

Vodafone should decrease its charge & provide better special

offers as far as possible.

Airtel should improve its roaming services.

Bsnl should provide Easy TOP UP cards to increase its market

share.


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BIBLIOGRAPHY

Research Methodology (Methods and Techniques) C. R. KOTHARI

Methodology of research in social sciences Krishna swami

Statistical Method - S.P. GUPTA

Search Engine- www.google.co.in

web sites- All the official websites of GSM mobile

companies included in the survey
http://www.google.co.in/http://www.google.co.in/


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QUESTIONNAIRE

SUBJECT: Customer Satisfaction Among These Three GSM mobile services(AIRTEL, VODAFONE & BSNL). In Varanasi city.

Dear sir/Madam,I SAURABH Kr. VERMA student of BBA(IV) Sem. course of School OfManagement Sciences, Varanasi Conducting a field survey on Customer SatisfactionAmong These Three GSM Mobile Services (AIRTEL,VODAFONE,& BSNL).

This survey is a part of my BBA Course. Please provide relevantinformation by filling the questionnaire to make my survey more comprehensive .All

details from your part will not be disclosed. Do not leave any item.

PERSONAL DETAIL

NAME:- ________________________________________________

AGE:- __________________________________________________

ADDRESS:- _____________________________________________

CONTACT NO:- _________________________________________

OCCUPATION:- _________________________________________

SIGNATURE:-___________________________________________

DATE:-____________


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1) Name of the GSM company you are using?

a) Airtel b)Vodafone c) BSNL

2) Mention the type of your connection?

a) Prepaid b) Postpaid

3) How do rate the network coverage provided by your GSM company?



4) How do rate the roaming services provided by your GSM company?



5) How do you rate the behavior and response of customer care unit of your

mobile company?



6) How much you are satisfied with the locations and numbers of services

centers of your mobile company in Varanasi city?




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7) Rate the special offers (on talk time, validity, festivals/ seasonal offers,

downloading offers etc ) provided by your company?



8) Rate of the privacy and secrecy provided by your mobile company?



9) Rate the formalities fulfilled while taking a new connection?



10) Rate the overall satisfaction level with the service provided by your

mobile company?



11) If you want to have another GSM connection which company would you

prefer ?

a) Airtel b) Vodafone c) Bsnl

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