A Summer Training

Report ON
“STUDY OF VODAFONE UNDER SHAREKHAN’’

Submitted in partial fulfillment of the requirements for the

Awarded of degree of MBA
2019-2021
Submitted By: Guided by:

Vaibhav Vashistha Ms. Nimisha Arora

MBA – 3rd SEM ASSISTANT PROFESSOR

BHARATI VIDYAPEETH DEEMED

UNIVERSITY SCHOOLOF DISTANCE

EDUCATION

Academic Study Center - BVIMR, New Delhi an ISO 9001:2008

Certified Institute NAAC Accredited Grade “A” University
 Self-DECLARATION

I the undersigned solemnly declare that the project report “Birla Sun Life
Insurance” is based my own work carried out during the course of our study under

The supervision of Ms. Nimisha Arora.

I assert the statements made and conclusions drawn are an outcome of my

research work. I further certify that

I. The work contained in the report is original and has been done by
me Under general supervision of my supervisor.
II. We have followed the guidelines provide by the university in writing
the report.
III. Whenever we had used materials ( Such as data , theorical analysis and
text) from other sources, we have given due credit to them in the text of
the report and giving their details in the references

Vaibhav Vashistha
Vaibhav
(Student Name & Signature)
PREFACE

To achieve partial and concrete results, it is necessary that theoretical

knowledge must be supplemented with practical environment.

Keeping this view in mind, I have completed my research work regarding

“STUDY OF VODAFONE UNDER SHAREKHAN” By doing this research work I have
learnt a lot of things which would be really helpful for me in future. This
experience in decision making and practical application of knowledge has
contributed greatly to my growth.

I take this opportunity to express my acknowledgement and deep sense of

gratitude for rendering valuable assistance and guidance to me by
following personality for successful completion of my project.

I am highly obliged to my project guide “Ms. Nimisha Arora” for his

personal encouragement, prompt assistance and help provided to me in
completion of my project. He has helped me a lot by giving suggestions and
guidance whenever needed. His contribution has been extremely useful
and is greatly appreciated. I honor him knowledge and competence in the field
of management.

Vaibhav Vashistha
 ACKNOWLEDGEMENT

I feel it a matter of great opportunity to pursue my summer training from

SHAREKHAN Pvt. Ltd. I would like to convey my sincere thanks to my Unit
Manager Mr. Ram Arya, for suggesting this topic and taking keen interest in solving
our every small problem, clearing our doubts and helping us to think, behave and act
from manager's stand point.

A word of thanks also goes to all employees of SHAREKHAN Pvt. Ltd,

Connaught Place, New Delhi Branch who guided us at every step, and helped with
their valuable suggestions.

I sincerely thank Rohtash Kumar. MBA Programme Coordinator for the support
and help received during Summer Training.

I would like to extend my sincere thanks to our team members for all the
encouragement & inspiration received during the course of Summer Training and
helping me in bringing out this report in its present form. I would also like to thank all
my faculty members for their constant support.

Thanks are also due to all friends and batch mates for their help and support.

Vaibhav Vashistha
 Executive summary

The present report is prepared for the partial fulfillment of MBA and as a part of
curriculum. This is an attempt to determine and do a “STUDY OF VODAFONE UNDER
SHAREKHAN”

To pursue the research area are commercial areas like Ashoka Estate, Barakhamba Road,
Connaught Place, Delhi City was chosen. Where the survey conducted through
QUISTIONNARE and INTERVIEW. The data collection is as analyzed and some practical
tools were applied to get inferences from the survey. The results are printed in forms of
graphs and diagrams.
The report has two sections, in its first section company and industry profile is given, where
as in second section, research methodology is given which includes sample design, analysis
on sample and findings are given. Suggestions with respect to the survey for future
improvement is given to improve the survey because there competitors have also taken up
the survey.
At the end of the report limitations, SWOT analysis, Conclusion of the research. Last there
is Bibliography.
 Contents

1. Acknowledgement
2. Executive Summary
3. Contents
4. Objective
5. Introduction
6. Company Profile
i. Mission
ii. Vision of Organization
iii. Key Peoples of Organization
iv. Details of Products

7. ADVISOR RECRUITMENT / Channel Development

i. Why to Recruitment
ii. Who to Recruitment
iii. How to Recruit
iv. Role of Advisor
v. Agreement of Insurance Advisor
8. Research methodology
i. Results / Findings
ii. Analysis of data
iii. Swot Analysis
iv. Recommendations

9. Conclusion
10. Bibliography
 OBJECTIVE

 To determine and analyzed the Market Potential of the Vodafone in Delhi

City.

 To study the overall scenario currently prevailing in the market, namely, per
capital income, purchasing power, occupation, literacy rate, etc.

 To study and determine the competitor position in the market.

To do a performance evaluation of Vodafone products in comparison on

with other cellular network companies
 CHPTER – 1
INTRODUTION

INTRODUCTION
Telecommunication is a backbone of our economy. International competitive increasingly
depends upon the development of telecommunication infrastructure that is compatible with the
international standards. The celluar industry all over the world has been witnessing on very high
growth rates in subscriber base in recent years for developing countries in cellular services.

Are becoming a very significant portion of the overall telecom infrastructure. The mechanic of
this market involve complex feedback effect between individual service provider and with there
operating environment and these factor play an important role in governing the growth of this
industry. The Indian telecommunication centre ha s undergone a because major process of
transformation because of significant government policy reforms during the years. The new
policy 1999, focus on creating an ideal environment for investment , establishing communication
infrastructure leveraging on technologies development and providing affordable telecom service
to all thhse objectives of the polices have resulted in rapid growth subscriber and lower triffs.
We belive that with this major initiative of the government, the mobiole market in india will
have a promising future.

In a country like india which is not yet telephone saturated and the ongoing changes in realted
areas are resulted in a rapidaly changing profile of users, providers and there respective needs,
continous revision of the telecom policies is imperative . given the emerging new technologies
and the intergrating ecomnomies there must be fairness among competitors. The tele density in
india is about 4 per hundred people in respect of the fixed telephones and a little less then one in
respect of the mobile telephonic.

The low density are not because there is no need of the telephone but because of its high cost that
many can not afford that one. The situation here is nothing but holding TR.

Us of the “law of demand.

CONSUMER BEHAVIOUR:

The term consumer beahviour may be define as the behavior that consumer displays in
searching for purchasing, evoluting, producing, services and ideas which the expect will satisfy
there needs. In other words, “it is a study of phycological, social, physical, behavior of all
potential customer as they become aware of evaluation, purchase and consumption and tell about
the product and services”.

OBJECTIVE OF THE STUDY:

1. To study the evolution of the cell phones with particular reference to NEW DELHI.
2. To ascertain the attribute which infuence the customer in selecting the particular service
provider.
3. To study the consumer satisfaction towards different cell phone service provider in new
delhi.
4. To acess the problem faced by the cell phone users in the new delhi.
5. to offer value able suggestion to improve the services of the cell phones in the new delhi.

NEED OF THE STUDY:

exchange of the information becomes the massive of life to a common man. In the
modern world and individual tends to communicate to anything to everything right from
the place where he/she stand. Even while riding he/she wants communicate with the
fraction of second at quick speed with clear voice without any disturbance. Line crossing,
out of order, extra. Most of which lack in the connection given by the department of the
telecommunication.
Cell phones emerge as a quench such a thurst, the by providing facilities, which a man
cannot imagine through a cell phones industry has its origin in the recent past and the
growth has been excellent. Day by Day many new competitors enter the market with new
attractive schemes, Providing additional facilities, and new features to existing ones,
reduce the charges her in coming and outgoing calls, introduce variety of handsets,
models healthy competition that benefit the subscribers.
Hence in this content, it is important to study the functioning of the cellular phone
services utilization of the services by the customer.

MARKETING FORMULA:

CONSUMER:
The foremost step is business aims at profit. For profit making he can sell the products.
For selling the product he should create customers. For creating the customer needs of
preference to be identified and satisfy and to satisfy the customers new product to be
produced. Marketing is trying to be new

To buy the product and services?

How do they buy?
When do they buy?
Where do they buy?
Why do they buy?
How often they buy?

It is ontherwise call understand and predict human action in there buying role. A
marketer is act as consumers while them purchasing any good/ services, and try to the
market that product to an ultimate consumer. So, marketing starts with consumer and
ends with the consumer. So today “market is called on the consumer market”. It can be
defined on, “all the individuals so the consumer satisfaction is get more importance in the
market functions.

IMPORTANCE OF CUSTOMER SATISFACTION:

Lastly the findings indicate the most indicate that most of them are satisfied with the
product and the services and the suggestion to be implemented regarding, network,
providing subsidy zedrates for calling and messaging extra.
Keeping the above factor and consideration . we arrive to suitable consumer that trends in
mobile segment and in this growth tremendous. If the demand is rising the same pace
then the company should be able to provide innovative products and value edit services to
subscriber. Finally and affective sale person has to be employed in order to influence the
buyer decision, the company should have exciting offer with the services they provide.
 INDUSTRIES:

The need to satisfy customer for success in any commercial enterprises is very obvious.
The income of all commercial enterprise is derived from the payment received for the
product and services supplied to customers. If there is no customers there is no income
there is no business. then the core activity of any companies to attract and retain
customers. It is therefore no surprise that Peter Drucker the renowed management guru
has said to satisfy the customer mission and the purpose of every business.
Satisfaction of customer and retension of the customer and for a continous sale of the
product and services of the company to the customer.
This establishes the need for and the importance of the customer satisfaction. The
satisfaction of consumer is from different from h one to another became, each consumer
has different behavior in there life so the marketer satisfy the consumer, he must ready
well known the behavior of consumer.

OBJECTIVE OF THE STUDY:

1. To study telecommunication industry.

2. To study the company profile of Vodafone.
3. To study the satisfaction of customer Vodafone.
4. To study various the various Marketing activities provided by Vodafone.
5. To study the various service provided by the Vodafone.
6. To know the expectation of Vodafone customer.

SCOPE OF THE STUDY:

The present study is contained to new delhi and is decided to consider Airtel, Aircel etc.
cellphone services rendered to the customer.

In New delhi there are various cellular sevices available. Sack as Airtel, Aircel etc. but the
cellular services have been selected to study the consumer satisfaction in it is the most popular
private services.

The main objective of this study is to analyses the customer satisfaction and problems, faced by
airtel, aircel etc. cellular service in new delhi city has been taken for the current research work.
ABOUT VODAFONE:
Today India becomes viodafone. Now , the pink colour logo of hutch is replaced by Vodafone
essar cooperate red colour one.

In 2005-2006 , the orange brand in Mumbai was face out to introduce (now Vodafone ). The
company also change the colour from orange to pink and then red. after acquiring 67% of stake
(around rs 250crores) in is from the on hong kong the based is on whampoa, Vodafone are is
expecting to touch over 35 million customer across 4lakh shops and thousand of owned
employees of its business association.

Vice chairman, Ravi ruia, Vodafone essar:

Said”we ve had a good imings as in india and today mark a new beginning for us as a departure
from the fundamentals that created but an acceleration into the future with Vodafone “global
enterprise”.

Vodafone CEO, marten pieters of the Vodafone essar:

will be landing in India for the meeting that would discuss branding exercise, expansion plans, spectrum
requirements forits expanding subscriber base and future plans. Vodafone offers a host of premier value added
services (VAS) including national and international roaming in over 70 countries in over 160 networks, Wireless
Application Protocol (WAP), short message service, voice mail service, auto roam, fax and data cricket updates,
M-banking, general information, tarot line, etc. The company launched WAP in Delhi in October 2000, much
before its rival Bharti. It has 5000 WAP customers,
19 as in December 2000. The company has been a prime mover in introducing these value-
added services in the Delhi circle. The values are stated simply. To be fair and transparent in
what they do and how they doit. To provide the quality servs
ices with more customer friendly practices. To make one‟s
communications experience simple, pleasurable and fun. Where he doesn't simply gettechnology - but technology
that is relevant. Where solutions are not just promised in thefuture - but delivered in the present.

CORE VALUES:

 We shall uphold the dignity of the individuals.

 We shall honor all commitment

 We shall be committed to Quality, Innovation and Growth in

every endeavor.
 We shall be responsible corporate citizens

ACCOMPLISHMENTS:
 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 group withapproximately 315 million
proportionate customers as at 30 June 2009.

Ringtones & Logos:

 Now you can change the ringtone on your Vodafone phone according to your moods. Youcan
download logos as well. With the Vodafone and Yahoo! tieup you have hundreds oftunes and logos to choose
from. For every ringtone downloaded, you will charged Rs. 7.00 (including the cost of SMSsent). For every
logo/picture message downloaded, you will charged Rs. 3.00 (includingthe cost of SMS sent).

Flash & Blink:

Vodafone now offers you two exciting ways to send messages. You can make your message flash directly on
your recipient‟ s screen instead of the inbox. You can also highlight the important parts of your
message through blinks. So your text messages become not only more visible, but more effective too.
You will be charged Rs. 2 per outgoing message. Incoming messages are free. There are occasions
when you may not want to take a call, or your Vodafone phone maybe busy or simply unreachable. By paying a
nominal monthly access fee, you can now retrieve your messages at your convenience. Even if you are roaming,
you can retrieve your messages from your voice mailbox through a fixed line, anywhere on earth.

Your Vodafone voicemail can:

up over 17 messages at a time. a message that lasts up to 90 seconds. a message for as long as you want. can
also record your voice signature and welcome message.

Calling Line Identification:

You can check your caller's telephone name and number on your phone screen when
Never you receive a call. This gives you the flexibility to either accept or reject an incoming call.
This service is also helpful in identifying your missed calls You can access this service by just paying Rs.
49 per month, if you are a postpaid customer. This service is absolutely free if you are a
Vodafone Prepaid customer.

Itemized Billing:
As a VOdafone Postpaid customer, you can choose to receive an itemized bill at the end of each month. This is
a detailed billing statement which helps you keep track of all your calls. Your itemized
bill includes: of the call of the call of the call charges and total charge.

all Management Services:

There may be occasions when you need to conference with up to six people at a time or talk to just two. Or you are
speaking to someone and want to forward an incoming call to another phone. With your Vodafone phone, you
can do this and more. Vodafone helps you manage your calls effortlessly so that you stay in control of your
conversations, always.

Voice Response:
Get your Vodafone phone to respond directly to your commands. Custom designed torecognize Indian voices
and accents, the Voice Response service makes your life moreconvenient. You can get the latest
updates on news, stocks, cricket and your horoscope .Airtime charges will be Rs.6 per minute (1 minute pulse).

Voice Messaging:
Voice Messaging has become even more affordable. You can now send voice messages to
cellular phones as well as fixed telephone lines in USA or Canada for just Rs.3.95 permin* (as
against Rs.4.95 per min earlier).Voice messages within India across

select networks:
 will cost you Rs. .95 per min only .Also, recipients of the cellular Voice Messaging service have the option of
replying back to the messages, which get returned back as return Voice Mail messages, facilitating
two-way (though not simultaneous) voice communication .Vodafone new delhi, one of India‟ s leading
cellular services providers, today announced significant reduction in international roaming rates for its
Postpaid customers traveling to South Africa during the upcoming DLF Indian Premier League (IPL) cricket
tournament. Vodafone Essar is the official partner to DLF IPL 2013

 One number across the globe:

Your Vodafone phone number and PIN number remains the same whether you are inD1elhi, Chandigarh,
London, Paris or anywhere else in the world.

National and International Roaming on Vodafone Prepaid:

Roaming on Vodafone Prepaid gives you the most extensive coverage in over 1000 cities ,towns and highways
across India, and in over 100 countries around the world. Enjoy

Roaming on your Vodafone Prepaid card:

 and stay in touch wherever you go.

Yahoo! Mail For SMS:

You can now directly access your email account on Yahoo! Mail on
your Vodafone phone. What‟s more, you do not need a WAP enabled handset for this service as it
is based on SMS. So gain freedom from your PC and access your Yahoo! mails anytime,anywhere
on your Vodafone phone. You will be charged Rs. 2 per outgoing message. Incoming messages are free.

HISTORY:

In 1982 Racal Electronics plc's subsidiary Racal Strategic Radio Ltd. won one of two UK cellular
telephone network licenses. The network, known as Racal Vodafone was 80%owned by Racal, with Millicom
and the Hambros Technology Trust owning 15% and 5%respectively. Vodafone was launched on 1 January
1985. Racal Strategic Radio was renamed Racal Telecommunications Group Limited in 1985. On 29
December 1986 Racal Electronics bought out the minority shareholders of Vodafone for GB£110 million. In
September 1988 the company was again renamed Racal Telecom and on 26 October1988 Racal
Electronics floated 20% of the company. The flotation valued Racal Tele comat GB£1.7 billion
On 16 September 1991 Racal Telecom was demerged from Racal Electronics as Vodafone Group.In
July 1996 Vodafone acquired the two thirds of Talk land it did not already own for£30.6 million. On 19
November 1996, in a defensive move, Vodafone purchased Peoples Phone for £77 million, a 181 store chain
whose customers were overwhelmingly using Vodafone's network. In a similar move the company acquired the
80% of Astec Communications that it did not own, a service provider with 21 stores. In 1997 Vodafone
introduced its
Speech mark 

 logo, as it is a quotation mark in a circle; the O's in the Vodafone logotype are opening and closing
quotation marks, suggesting conversation. On 29 June 1999 Vodafone completed its purchase of AirTouch
Communications, Inc. and changed its name to Vodafone Airtouch plc. Trading of the new company
commenced

International services to the local market, without the need of investment by Vodafone. The concept would be
used to extend the Vodafone brand and services into markets where it does not have stakes in local operators.
Vodafone services would be marketed under the dual-brand scheme, where the Vodafone brand is added at the
end of the local brand. (i.e., TDC Mobil-Vodafone etc.)In February 2002 Finland was added into the mobile
community, as Radio linja is signe das a Partner Network. Radio linja later changed its named to Elisa. Later that
year the Company rebranded Japan's J-sky mobile internet service as Vodafone live! and on
3December 2002 the Vodafone brand was introduced in the Estonian market with signingof a Partner
Network Agreement with Radio linja (Eesti). Radio linja (Eesti) later changed its name to
Elisa.On 7 January 2003 the Company signed a group-wide Partner agreement with mobile kom Austria. As a
result, Austria, Croatia, and Slovenia were added to the community. In April2003 Og Vodafone was introduced in
the Icelandic market and in May 2003 Vodafone Italy (Omnitel ronto-Italia) was rebranded Vodafone Italy. On
21 July 2003 Lithuania

was added to the community, with the signing of a Partner Network agreement with Bitė.
In February 2004 Vodafone signed a Partner Network Agreement with Luxem bourg's LuxGSM and a
Partner Network Agreement with Cyta of Cyprus. Cyta agreed to rename ts mobile phone operations
to Cyta mobile-Vodafone. In April 2004 the

Company purchased Singlepoint airtime provider from John Caudwell (Caudwell Group) andappr
ox 1.5million customers onto its base for £405million, adding sites in Stoke on Trent(England) to existing sites in
Newbury (HQ), Birmingham, Warrington and Ban bury. In November 2004 Vodafone introduced
3G services into Europe. In June 2005 the Company increased its participation in Romania's Connex to 99%
and also bought the Czech mobile operator Oskar. On 1 July 2005 Oskar of the CzechRepublic was
rebranded as Oskar-Vodafone. Later that year on 17 October 2005Vodafone Portugal launched a revised logo,
using new text designed by Dalton Maag, anda 3D version of the Speech mark logo, but still retaining a red
background and white writing (or vice versa). Also, various operating companies started to drop the use of theSIM
card pattern in the company logo. (The rebranding of Oskar-Vodafone and Connex-Vodafone also does not use
the SIM card pattern.) A custom typeface by Dalton Maag ( based on their font family InterFace) formed part of
the new identity.On 28 October 2005 Connex in Romania was rebranded as Connex-Vodafone and
on 31October 2005 the Company reached an agreement to sell Vodafone Sweden to Telenor for
approximately €1 billion. After the sale, Vodafone Sweden became a Partner Network. In
December 2005 Vodafone won an auction to buy Turkey's second-largest mobile phone company, Telsim, for
$4.5 billion. In December 2005 Vodafone Spain became the second.
On 17 April 2008 Vodafone extended its footprint to Serbia as VIP mobile was added tothe community as a
Partner Network and on 20 May 2008 the Company added VIPO perator as a Partner Network thereby extending
the global footprint to Macedonia. In May 2008 Kall of the Faroe Islands rebranded as Vodafone Faroe Islands.On
30 October 2008, the company announced a strategic, non-equity partnership with MTS group of Russia. The
agreement adds Russia, Armenia, Turkmenistan, Ukraine, and Uzbekistan to the group footprint.

SCOPE OF THE STUDY:

The present study is contained to Coimbatore and it is decided to

consider A i r t e l ,   A i r c e l   a n d   e t c .   c e l l   p h o n e   s e r v i c e   r e n d e r e d   t o   t h e   c u s
t o m e r s .   I n Coimbatore there are various cellular services available. Sack as Airtel, Airceland
etc. but the cellular services has been selected to study the consumer’s satisfaction in it is
the most popular private cellular services. The main objectives of this study is to analyze the customers
satisfaction and problems, faced by Airtel, Aircel, etc., cellular services in Coimbatore cityhas
been taken for the current research work.

STATEMENT OF THE PROBLEM:

In our country the growth of service marketing especially mobile phone industry is still in its
infancy stage, as compared to the industrially advanced countries. It is for the fact
that the economy of our country has been in the developing stage. There are various
mobile phones services provider’s in our c o u n t r y a n d t h e y a r e p l a y i n g a n e s s e n t i a l
r o l e i n f u l f i l l i n g t h e n e e d s o f t h e customers. Now-a-days, the customers are more
dynamic. Their taste, needs and preference can the changing as per current scenario. Hence
the development of cellular industry mainly depends on the customer satisfaction.
However the following questions may arise regarding customer satisfaction.1.Does the cell
industry satisfy the social responsibility?2.What are all expectations by the customer’s
regarding service provided by the cell phone service provider?
3.Whether the service provided by cell
p h o n e   i n d u s t r y   i s   s a t i s f y i n g   t h e customers?4.Are the facilities available adequate to
satisfy the customers
2005 says in the article,“ Telecommunication” telecommunication is such a huge sector and it is so easyto be
reduced by its different ponts, but thankfully we were”4. Asin Glosh, “telecommunication” business world 27
January 2003.

COMPANY PROFILE VODAFONE:

 Is a mobile network operator headquartered in Berkshire, England, UK. It is the largest mobile to
E communications network company in the world by turnover and has a market value of about £75 billion
(August 2013). Vodafone currently has operations in 25countries and partner networks in a further 42
countries.
Vodafone Essar in India is a subsidiary of Vodafone Group Plc and comme
n c e d operations in 1994 when its predecessor Hutchison Telecom acquired
the cellular license for Mumbai. Vodafone new delhi now has operations in 16 circles covering
86% of India’s mobile customer base, with over 34.1 million customers.
Over the years, Vodafone new delhi, 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 has operations in 25
countriesa c r o s s   5   c o n t i n e n t s   a n d   4 0   p a r t n e r   n e t w o r k s   w i t h   o v e r   2 0 0   m
i l l i o n   c u s t o m e r s worldwide. Vodafone has partnered with the Essar Group as its principal
joint venture partner for the Indian market.
The new delhi Group is a diversified business corporation with interests
spanning them a n u f a c t u r i n g   a n d   s e r v i c e   s e c t o r s   l i k e   S t e e l ,   E n e r g y ,   P o w e r ,   C
o m m u n i c a t i o n s , Shipping & Logistics and Construction. The Group has an asset base of over
Rs.400 billion (US$ 10 billion) and employs over 20,000 people.*Figures from Cellular Operators
Association of India, August 31, 2007.
Hutch is now Vodafone 19 September 2007 BABASABPATIL

September 19, 2007: Vodafone, the world’s leading international 
m o b i l e communications company, has fully arrived in India. Vodafone Essar announced that
“the Vodafone brand will be launched in India from 21st September
onwards”.Vodafone, the world’s leading mobile telecommunication company, comple
ted the acquisition of Hutchison new delhi in May 2007 and the company was formally
renamed Vodafone new delhi in July 2007.
"This transition is probably the largest brand change ever undertaken in this country and
arguably as big as any in the world. It is even larger than thier previous brand transitions as it
touched over 35 million customers, across 400,000shops and thousands of our own and
our business associates' employees."
THETOPMANAGEMENT Asim Ghosh, Managing Director, Vodafone new delhi Marketing and New
Business Director, Vodafone new delhi Samuel Selva kumar, Chief Executive Officer, Vodafone new delhi
The Vodafone mission is to be the communications leader in an increasingly connected world –
enriching customers’ lives, helping individuals, businesses and communities ismore connected
by delivering their total communication needs. Vodafone's logo is a true representation of that
belief - The start of a new conversation, a trigger, a catalyst, a mark of true pioneering.
SERVICE PROFILE
BABASABPATIL

Voice data fone:

chosen by the company to "reflect the provision of voice and data services over mobile phones."As of
2013 Vodafone had an estimated 260 million customers in 25 markets across 5continents. On this measure,
it is the second largest mobile telecom group in the world behind China Mobile. In the United
States, Vodafone owns 45% of Verizon Wireless

MISSION:

 Vodafone is primarily a user of technology rather than a developer of it, and this fact isreflected in
the emphasis of our work program on enabling new applications of mobile communications, using new
technology for new services, research for improving operational efficiency and quality of our networks, and
providing technology vision andleadership that can contribute directly to business decisions.

VISION:
Our Vision is to be the world‟ s mobile communication leader
enriching customers‟
lives, helping individuals, businesses and Communities be more connected in a mobileworld.

INDUSTRY PROFILE:

The Cellular Operators Association of India (COAI) was constituted in 1995 as

aregistered, non-profit, non-governmental society dedicated to the advancement of 
communication,  particularly modern communication through Cellular Mobi
leTelephone Services. With a vision to establish and sustain a world-class 
c e l l u l a r   infrastructure and facilitate affordable mobile communication services in India, COAI
’main objectives are to protect the common & collective interests of its members. The telecom industry is
governed under National Telecom Policy -1999The first GSM call was made in 1996 on Bharti Cellular
Network in New Delhi.SMS service started in the year 2000. India presently follows a CPP model, where
bycalling party pays. Incoming calls were made free since April 1, 2002 and that has substantially boosted the
subscriber growth rate. In India GPRS is widely offered by major operators. BPL was the first operator
to launch GPRS in India, followed by Airtel, Hutch and Idea.
The Indian Telecommunications industry is divided into four Service segments:

•Basic Services (Conventional Fixed line + CDMA Fixed line)•Mobile (GSM + CDMA)•National Long
Distance (NLD) or S
ubscriber Trunk Dialing (STD)
•International Long Distance (ILD)
•ILD – Voice over internet (VoIP)The entire country is divided into Telecom License Zones known as
“Circles ”.Licenses are awarded to the operators as per the circles, not as per the states. Each
circle requires a different license.
CHAPTER – 2
RIVEW OF
LITERATURE
 1. A STUDY OF CUSTOMER SATISFACTION OF MOBILE PHONE SERVICE
USERS OPERATING IN THE MALAWA REGION OF THE PUNJAB:
December 2013

The Indians telecom sector like any other industrial sector in the country has gone through many
phases of growth and diversification starting from telegraphic services, the field of
telecommunication has now expanded to make use of technologies like Global System
of Mobile Communication (GSM), Code Division Multiple Access (CDMA) and Wireless
in Local Loop (WLL) to 3G in the mobile phones. The research focuses on Customer
Satisfaction of Mobile Phone Service Users Operating in the Malwa Region of the
Punjab. In this study the opinions of 75 respondents were taken. The tools used for
collecting the data were structured questionnaire and unstructured interview. For
analysis purposes, Cronbach's Alpha, Weighted Average, Ranking, Chi Square and the
Percentage method have been used. The results revealed that most of the respondents
were satisfied with their current service provider but still twenty percent respondent's
want to shift their service provider show maximum willingness for shifting to Airtel. Call
Charges was the main reason of changing the service provider, with a weighed score of
3.53, followed by Poor Network and Poor Customer Care Service, having weighted
scores of 3.21 and 2.20 respectively.

Conclusion: In the malwa region the average rate is given because the respondents
are more of the airtel rather than a Vodafone.

2. A STUDY RELATED TO CUSTOMER SATISAFACTION ON THE

SERVICES OPERATER IN INDIA.

November 2011

In today’s scenario the

customer acquisition cost has
increased whereas the
retention cost is
relatively cheaper, it’s
important for every service
industry to understand its
consumer and cater
to its needs in order to survive in this competitive market. With the emergence of so many
mobile telecom networks and the mantra being “customer satisfaction”, it is important to know
which mobile telecom network has the most favourable image and weather the customers are
actually satisfied with the service quality provided.

Conclusion: to know about the competiotion in the emergence of the new networks in the
market.

3. Amanjyot Singh.
(2005)

conducted a study titled ‘

Customer Satisfaction And Quality  Audit Report Of Escotel Mobile
Communications Limited’ and 
suggested that for maximizing the service quality in service industries the relationship between
the dealers and customers should be strong and pricing should be constantly reviewed.

Conclusion: to deal with the dealers about the price in the market and the realtion
between the customer and the supplier should be fair.

4. Shikha Ojha
(2009)
conducted a study on
Consumer Awareness of VAS of Telecom Sector of India.
She analyzed the contribution of the m o b i l e p h o n e s e r v i c e s n o t o n l y a t t h e
n a t i o n a l o r s t a t e l e v e l , b u t a l s o i t s i n v o l v e m e n t i n a n individual's life. She found
out that the less number of users are aware of all the VAS provided  b y t h e s e r v i c e
providers and thus the companies should focus on the awareness
campaign.

Conclusion: the different vouchers have given to the services to the customers and to know and
aware about the Vodafone company.

5. GV.Chalam 
(2005)

conducted a study on
Quality of Services in Indian Telecom Sector: Users’   Perception-  An  Assessment.
T h i s   s t u d y   d e a l s   w i t h   g r o w t h ,   w o r k i n g   a n d   t y p e s   o f   s e r v i c e s  provided by the
Telecom circle in macro environment. The findings of the study reveal that the expectations of
the telecom users are high among the subscribers of recent times because of their sense of time
vs. money value and awareness of their rights. The basic motto of the telecom
department is to provide excellent services to its customers against the present competition from
the private sector. In this direction, it is doing its best to acquire and
r e t a i n i t s n e w a n d o l d customer.
.
Conclusion: the different schemes are given to the customer for the satisfaction to the customer
and the attract to the Vodafone network.

6. Customers Attitude toward Mobile Service Providers in Hyderabad

Measuring customer attitude provides an indication of how successful the organization is at

providing products and/or services to the marketplace. Indian mobile industry has witnessed a
dramatic growth. Cheap mobile handsets, affordable airtime rates, low initial cost and affordable
monthly rentals made it easy for anybody to go mobile. As per latest statistics India has around
160 million mobile subscribers. Le Roux (1994) defines attitude to be a positive or negative
emotional relationship with or predisposition toward an object, institution or person. Customer
satisfaction is a collective outcome of perception, evaluation, and psychological reactions to the
consumption experience with a product or service. This research article investigated the attitude
of customers to mobile communication. All the customers of mobile in Hyderabad city (Andhra
Pradesh) constituted the population. Air Tel, Vodafone, Idea, Cell One are the four companies
which are included in study. The sample of the study is 2600 customers that randomly selected.
A questionnaire was developed and validated through pilot testing and administered to the
sample for the collection of data. The internal consistency of the instrument was determined
using Cron bach alpha method and the coefficient of internal consistency obtained was 0.82. The
researcher personally visited respondents, thus 100% data were collected. The collected data
were tabulated and analyzed by SPSS. Results showed that Air Tel has major share in market
and among customers Vodafone has larger share than Air Tel. Reasons like Packages offered by
Vodafone are attracting, which makes it a have a larger share. Services and network of Air Tel is
good compare to the other players in the market but it is Vodafone which offers better packages.

Conclusion: in the Hyderabad the Vodafone survey about the respondents of the customer
service about the voadafone and on that ratio the make the new offers to the customer for there
betterment as there is the competition from the other networks.

7. Customer Dissatisfaction and Complaining Responses Towards Mobile

Telephony Services.

T he paper examines customer satisfaction and complaint responses towards Mobile

telephony services. The study was a cross-sectional survey involving customers from two
mobile telephony companies. Data were collected using a self-administered structured
questionnaire and analyzed using SPSS (version 16.0). The study found that customer
satisfaction rating differed according to the mobile networks, and previous dissatisfaction
significantly influences complaining response. Again, dissatisfied customers tend to
complain more than satisfied ones. Moreover, dissatisfaction may not necessarily induce
complaining and some satisfied customers may still complain. Furthermore, previous
dissatisfaction may not always negatively affect overall satisfaction if it is effectively
managed. Finally, the study indicates that the highest rated complaining response is
complaining in person to the customer service center and the least is complaining to the
mass media. Implications and limitations are discussed. This paper contributes to providing
empirical evidence on consumer complaining behavior in mobile telephony industry in
developing country context.

Conclusion: this is about the dissatisfaction of the network as there is sometimes problem
in the network and there is no response given by the customer care and then the customer
change the netwrk.

8. An Empirical Examination of Customer Retention in Mobile

Telecommunication Services in Australia Hassan Shakil Bhatti, Ahmad
Abareshi and Siddhi Pittayachawan School of Business IT and
Logistics, RMIT University, 445 Swanston Street, Melbourne, Australia.

The service quality has an impact on customer satisfaction and retention. From
Telecommunication annual reports it has been investigated that there are service quality
issues due to high complaints in Australia and it can affect end customers and businesses
(TIO, 2013, ACMA, 2013). Factors such as behavioural intention which leads to customer
intention to repurchase the service are measured through the Unified Theory of Acceptance
and Use of Technology (UTAUT2), Marketing Mix Theory and Expectation Confirmation
Theory (ECT). Similarly, researchers have studied the habit, hedonic motivation, customer
satisfaction, customer experience, marketing mix factors relationship by empirical testing.
 There has been very little research in the area of customer retention in mobile
telecommunication services. Drawing upon theories of marketing mix, ECT and UTAUT2,
this study aims to determine what factors affect customer retention in mobile
telecommunication services in Australia. Data gathering will be done through online
surveys from Australian consumers. Quantitative data analysis techniques, structural
equation modelling (SEM) will be used for data analysis. This study will contribute to the
customer retention literature through a theoretical framework that shows how the customer
retention can be generated in mobile telecommunication services. Additionally, this study
will help businesses to have understanding of how to retain their customers which will
result in higher business revenues.

Conclusion: they follow the quantitative data and they analysis on that data and the research is
done on the satisfaction of the customer and to improve accordingly the service in which the
customer should satisfy.

9. INTERNATIONAL JOURNAL OF BUSINESS MANAGEMENT AND

SCIENTIFIC RESEARCH VOL : 10, October , 2015 1 CUSTOMER
SATISFACTION TOWARD MOBILE SERVICES - A STUDY OF
VODAFONE, PUNJAB. DR. SHARTSOOD Head of Department (UG
Courses) CBSA, CGC Landran, Punjab. MRS. REETU SOOD
Assistant Professor, Asian Institute - Patiala.
The last decade has totally transformed the image of Indian market in the Telecommunication
sector with the outstanding growth of mobile manufacturers and of cellular services providing
companies. The position of India is on number two in the world in terms of best potential market.
The broadminded and reformist policies of the Government of India have been instrumental
along with strong consumer demand in the rapid growth in the Indian telecom sector. There are
many different customer relationship marketing tactics implemented for retaining customer/s.
However, some of these tactics are not yielding results as per expectations, and switching
frequency of customer is very high,more than 100 million mobile subscribers have availed
Mobile Number Portability (MNP), according to a statement released by Telecom Regulatory
Authority of India (TRAI). This amounts to 11 percent of the total mobile subscribers. Therefore,
this research work is aimed to explore the impact of customer relationship marketing tactics on
overall customer satisfaction and trust, which in turn increase customer loyalty.Customer care
cell of cellular service operators plays an important role in maintaining the healthy and long
lasting relations with customers. All operators have the same but still customers in Punjab are not
fully satisfied with the offerings by these operators. As per TRAI recommendations Tariffs are
coming down and new generation services are added but the quality of services is still a big
question in the mind of customers. ARPU (Average revenue per user) is decreasing day by day,
that is the major concern for these companies. In order to issues faced by customers the research
work is carried out in different areas of Punjab. Questionnaire is designed and randomly
surveyed in different areas to collect primary information.

Conclusion: the companies have there many competitors in the Patiala as there is the average
revenue is that they want the Vodafone network rather any other network so make the different
subscribers in the different different countries and accordingly they design there framework and
they change there polices accordingly.

10. The Impact of Operations Performance on Customer Loyalty Vikas

Kumar Department of Management Dublin City University Business
School Dublin, Republic of Ireland [email protected] Luciano
Batista Centre for Research on Knowledge, Innovation and Enterprise
The Open University Business School Milton Keynes, United Kingdom
[email protected] Roger Maull Department of Management Exeter
Business School, University of Exeter Exeter, United Kingdom
[email protected]

T his research develops a longitudinal study that builds upon previous findings that operations
performance of service delivery can positively affect customer satisfaction, further extending this
verdict to point out operations performance as a direct determinant of customer loyalty. Path
Analysis is used as a methodological framework. This paper reports the findings of an empirical
research conducted in a large telecommunications company operating in the UK. Regarding
operations performance impact on customer loyalty, the research findings support the conclusion
that while operations speed may help to acquire customers, it is the operations dependability that
more strongly drives customer loyalty in the long.
Conclusion: they have done the reaseach on the drawbacks and the impacts of the Vodafone and
they have finded the new findings on the Vodafone for the satisfaction of the customer and the
loyalty and trust of the customer for the long run period of time.
 CHAPTER – 3
RESEARCH AND
METHODOLOGY

SOURCE OF DATA:
Data, facts, figures, other relevant material of past and present and surveying are the basis for
study and analysis. Without analysis of factual data no specific inference scan be drawn on the
question under study.

Interference based on imagination or guesses cannot provide correct answer to res arch question.
The relevance adequacy and reliability of data to determine the quality of finding of the study.

For the purpose of the present study, data from sources has been collected namely primary data
and secondary data.

PRIMARY DATA:
Primary Data is source from which the researcher collect the data. It is the first hand data, which
is used directly for thean analysis purpose. Primary data always gives the researcher a fairer
picture. In the present study primary data has been collected using question has for the purpose
of collecting the same, 100 respondents have been randomly selected even the reponse of the
respondents was taken into consideration. In this study primary data place a vital role for
analysis, interpretation, conclusion and suggestion.

SECONDARY DATA:
Secondary data is the data which is collected and combiled for the other purposes. Secondary
data also plays a vital factor in providing more information which will influence then analysis.
Few of the main source of the secondary data include newspaper , journals of business ,
magazines, internet and company reports etc.

POPULATION:
The aggregate of all the units pertaining to a study is called a population. Population is the
largest group to be studied. It is a total collection of elements which we wish to make influences
the population for this research are the people reciding in delhi city.

SAMPLE DESIGN:
the part of the population is known as sample. The process of drawing a sample from a large
population is called sampling. The type of sample design used is random sampling. Random
sampling gives every unit of the population of non probability of being selected. Since random
sampling implies equal probability to every init in the population, it is necessary that the
selection of delhi city.

SAMPLE PLAN:

SAMPLE SIZE:
the sample size of the survey is 100 respondentas in which of them 50 are existing a Vodafone
subscriber and 50 are new Vodafone subscriber.
SAMPLE UNIT:
One of the units into which an aggregate is divides or regarded as divided for the purpose of the
sampling each unit being reagarded as individual and invisible when the selection is made. The
definition of unit may be made on some natural basis

For example- hose hold, persons, unit of product etc.

Hence, in the study a sample unit is respondents are prepaid vodafone subscribers.

TOOLS AND TECHNIQUES OF DATA COLLECTION:

The following sampling techniques have been implemented:

PERSONAL INTERVIEW:

Approaching people personally and interviewing directly.

QUESTIONAIRE:

Designing the question in such a way, that it covers various opinion , views about Vodafone
subscribers at the present market conditions. The questionnaire consist of various types of
questions say open ended questionnaire, close ended questionnaire, multiple choice question.

FIELD WORK:
These project involved a field work where in the survey conducted by having a personal
interaction with 100 subscribers who are Vodafone subscribers.

Personal interaction has been carried about and the information sort as was required by the
questionnaire for the purpose of data processing and analysis the respondents are directly
contacted.

DESCRIPTION OF THE RESEARCH DESIGN:

The present study has been designed to collect the opinion and perespectives of the subscribers.
The dta has been collected through questionnaire field by personal interview subscribers. The
questionnaires have been made as concise as possible . personal information has been collected
in order to know their personal background. The questionarie has been administer to the
respondents directly so that any dout regarding the questionarie could be immideately clarified.
The questionnaire is enclosed in then nexure.

Research design and sampling design carry out its easier sampling. The markting research
problem calls for the descriptive type of research. Desprective design sampling studies are under
taken in many circumstances. When researcher is interestd knowing the characterstics of curtain
groups such as age, sex, income, etc. on in case researcher is interesting in knowing the portion
of people in a given population who have behaved in particular manner.

Descriptive research isused for the following data. Consumer profile study, consumer behavior
study.

METHODOLOGY ASSUMPTIONS:

1. For the purpose of the study the following assumptions have been made.
2. It has been assumed that the information given by the respondents are genuine.
3. The source of the data are the the basis, from which the actual required information can
be exrtracted.
4. The sampling procedure will help in choosing an appropriate sample that truly represent
the actual population.
5. It has also been assumed that interview- questionnaire is more suitable for collecting data
for the present day .
 CHAPTER – 4
DATA REDUCTION,
PRESENTATION AND
ANALYSIS

DATA ANALYSIS:
Data analysis and interpretation about the research is carried out by using the tables and charts
like pie charts and bar charts ets for the more eaiser way to understand the data in the graphns
and the pie charts.

Profile of the respondents of new Delhi of new Vodafone subscribers .

Table:1 :profile of the respondents based on gender.

GENDER NO OF RESPONDENTS PERCENTAGE%

MALE 45 90%
FEMALE 5 10%
TOTAL 50 100%
From the above table it can be infereed tha 90% of there resplndents are male and the rest 10%
female futher from the inference and from the above table it is the majority of the male
resplondents are more.

GRAPH:

100%

90%

80%

70%

60%

50%
Column1
40%

30%

20%

10%

0%
MALE FEMALE

TABLE:2

Profile of the respondents based on the age gap.

AGE GROUP NO OF RESPONDENTS PERCENTAGE%

<18 YRS 3 6%
18YRS TO 29 YRS 38 76%

30 YRS TO 40 YRS 6 12%

>40 YRS 3 6%

TOTAL 50 100
INTERPRETATION:

From the above table it can be inferred 76% of the respondents are og age group 18 to 29
years12% of therse respondents are age group 30 to 40 rears have 6% of the respondents are less
than 6 years and the research er interpret the respondent of age group 18 to 29 years.

PIE CHART :

AGE

<18
19 YRS TO 29YRS
30YRS TO 40YRS
>40YRS

TABLE:3

Profile of the respondents based on the occupation.

OCCUPATION NO OF RESPONDENTS PERCENTAGE

STUDENT 36 72%
SALARIED 9 18%
BUSINESSMAN 2 4%
OTHERS 3 6%
TOTAL 50 100%

From the above table it can be identified that 72% of the subscribers are student and 18% are
salaried and the most of the percentage is of business man that is 182% and the least percentage
is of others that uis of only 6%.
And from the above table it is clear that there is the large no of subscribers are from the student.

PIE CHART:

OCCUPATION

STUDENT
SALARIED
BUSINESSMAN
OTHERS

TABLE:4

Profile of the respondents based on brand sequence

BRAND NO OF RESPONDENTS PERCENTAGE%

AIRTEL 20 40%
VODAFONE 15 30%
SPICE 7 14%
RELIENCE 4 8%
BSNL 3 6%
TATA INDICOM 1 2%
TOTAL 50 100

From the above table we identifided that tha 40% of the respondents are recalled to the brand
airtel and 30% are following the brand to the Vodafone and the less is 14% so that there are
Vodafone respondents are average compare to others.
And the researcher interpret the most recall subscriber is is the btrand which they have a majority
of subscriber.

PIE CHART:

BRAND

AIRTEL
VODAFONE
SPICE
RELIENCE
BSNL
TATA INDICOM

TABLE:5

Profile of the respondents based on the branding switching.

RESPONSE NO OF RESPONDENTS PERCENTAGE%

YES 20 40%
NO 30 60%
TOTAL 50 100

From the above table we have analysed that there are less number of respondents who are
switching and 40% are the yes respondents and 30%are for no .

The researcher analysed this also that the most subscribers are loyal to there brandd and there is
small percentage of subscribers who switch to their brand.

GRAPH:
 45%

40%

35%

30%

25%
Column2
20%

15%

10%

5%

0%
YES NO

TABLE: 7

Profile of the respondents based on the service of feature.

PARAMETERS NO OF RESPONDENTS PERCENTAGE%

VALUE ADDED SERVICE 4 8%
NETWORK 20 40%
TARIFF 22 44%
CUSTOMER CARE 3 6%
OTHERS 1 2%
TOTAL 50 100

The above table is anaysed that the 44% of the respondents are of Vodafone and 40% are of
Vodafone networks and the researcher analysied that that the result is tariff as it is unique and
have the more percentage.

PIE CHART:
 PARAMETERS

VALUE ADDED SERVICES

NETWORK
TARIFF
CUSTOMER CARE
OTHERS

TABLE:7

Profile of the respondents are existing.

Vodafone subscribers.

GENDER NO OF RESPONDENTS PERCENTAGE%

MALE 44 88%
FEMALE 6 12%
TOTAL 50 100

From the above table we have anaysed that the 88% of the mmale respondents and 12% female .

GRAPH:
 100%

90%

80%

70%

60%

50%
Series 2
40%

30%

20%

10%

0%
MALE FEMALE

TABLE:8

Profile based on occuopation.

OCCUPATION NO OF RESPONDENTS PERCENTAGE

STUDENT 34 68%
SALRIED 13 26%
BUSINESS 2 4%
TOTAL 49

From the above table we have analysed that there are large no of subscribers student and there
are 68% students and salaried are 26%.

PIE CHARTS:
OCCUPATION

STUDENR
SALARIED
BUSINESS
 CHAPTER- 5
DATA
INTERPRETATION

GRAPH:1

RESPONDENTS BRAND SWITCHING PROFILE.

 80%

70%

60%

50%

40%
Column2

30%

20%

10%

0%
YES NO

TABLE:2

Profile of respondents based on usage of value added services.

PROFILE OF RESPONDENTS BASED ON USASE OF VALUE ADDED SERVICES

 Value Added RESPONSE TOTAL
services
YES NO RESPONDENTS

Vodafone live 15 35 50

Voice mail 49 1 50

Internet 20 30 50

SMS 45 5 50

Roaming 22 28 50

INFERENCE:

1. From the above TABLE it can be inferred that

2. 30% of the respondents use Vodafone-live.
3. 98% of the respondents use Voice-mail.
4. 40% of the respondents use internet.
5. 90% of the respondents use SMS.
6. 44% of the respondents use Roaming.

INTERPRETATION:

From the above, researcher can interpret that a majority of the respondents are students who use

roaming service are out of the state. SMS packages should be launched more because 90% of

respondents use SMS.

Graph-3

PROFILE OF RESPONDENTS USAGE OF VALUE ADDED SERVICES

 49
50
45
45
40
40
35
35
30
30

25
20
20
15
15
10
10
5
5
1

0
Vodafone live Voice mail Internet SMS Roaming

TABLE 4

RESPONDENTS AWARENESS ABOUT VODAFONE PRODUCTS

PRODUCTS RESPONSE TOTAL

 RESPONDENS

YES NO

Post-paid 50 0 50

Pre-paid 50 0 50

World calling cards 20 30 50

Home calling cards 40 10 50

V-handy phones 26 24 50

Vodafone PCO 35 15 50

INFERENCE:

1. From the above TABLE it can be inferred that

2. 100% of the respondents are aware of Vodafone-pre-paid and post-paid products.
3. 40% of the respondents are aware of world calling cards.
4. 80% of the respondents are aware of home calling cards.
5. 70% of the respondents are aware of Vodafone PCO.

INTERPRETATION:

From the above, researcher can interpret that a majority of the respondents are aware

of Vodafone products.

PROFILE OF RESPONDENTS AWARENESS ABOUT VODAFONE

PRODUCTS.
 50 50
50
45 40
40 35
35 30
30 26
24
25 20
20 15
15 10
10
5 0 0
0
 TABLE 5

USER SATISFACTION LEVEL

Profile of the respondents based on

Particulars Fully Satisfied Neutral Dis Fully

satisfied satisfied
dissatisfied

Tariffs 6 20 10 10 4

Network 4 16 25 5 0

Customer care 10 20 10 8 2

Availability of SIM 15 21 10 3 1
and R-Coupons

Roaming 8 10 15 10 7
TABLE 6

PROFILE OF THE RESPONDENTS BASED ON OVERALL RATING

PARAMETERS NO OF RESPONDENTS PERCENTAGE

Excellent 8 16%

Very Good 10 20%

Good 30 60%

Poor 2 4%

Very poor 0 0%

TOTAL 50 100%

INFERENCE:

1. From the above TABLE it can be inferred that

2. 60% of the respondent’s rate good.
3. 20% of the respondent’s rate very good.
4. 16% of the respondent’s rate excellent.
5. 4% of the respondent’s rate poor.

INTERPRETATION:

From the above, researcher can interpret that by considering all factors like tariffs, Network,

customer care, roaming service, etc the overall rating of Vodafone is good
 60%

50%
satisfaction level

40%

30%

20%

10%

0%
Excellent Very Good Good Poor Very poor
Parameters
 CHAPTER-6
SUMMARY AND
CONCLUSIONS
RESEARCH FINDINGS:

1. Generally most of the subscribers are student and teenagers.

2. Majority of the subscriber recalled the brands they use.
3. The tarrif plan, advertisement and family and friends had huge impact over the
subscriber.
4. Most of them opted to Vodafone because it is cost effective
5. Roaming services on prepaid cards are highly utilized.
6. Majority of the subscribers prefer when compared to compititors, because they feel
Vodafone is economical.
7. 60% of the respondents said Vodafone is good.
8. 78% of the respondents do prefer to switch their brand.
9. The network coverage of Vodafone is not as effective as it provides service on
900MHZ,1800MHZ.

OBSERVATIONS:

1. Its observed that the most of the subscribers are student and teenagers.
2. Its observed subscriber recalled the brand which they use.
3. Its observed that brand switching was not on large scale.
4. Its observed that tariff plans, promotion of the companies and influence of social.
SUGGESTION FOR IMPROVEMENT OF VODAFONE SERVICES:

1. Vodafone is providing very good services to its customer and it is one of the best service
provider for telecommunication, it has to make use of its resource optimally.
2. In addition to implementing the suggestion given by customer, Vodafone should follow
the following step to maximize profit, by means of customer satisfaction is an effective
manner.
3. Respondent suggest that over all sevice is not satisfactory and not meeting the customer
expectation or satisfaction level
4. Network is the main factor for the customer dissatisfaction, majority of the respondent
suggested to increase the number of towers, widen the coverage to villagers and network.
5. The tariff have to be consistent for quite sometime in order to aavoid the confusion
among subscribers.
6. More quickly contact numbers for customer care increase no of lines promote them in
order to make the user aware of the facility that they are getting.
7. Provide subsidized rate for calling and messaging to one or two to number of choice.
8. Provide good plans scheme, and packages in order to have the customer with wide
choice.
9. Keep the subscriber well informed about my deduction or any change in the plan and
provide the value for what the customer is paying the money for.
10. Customer guide should be dealt more quickly and immediately.
CONCLUSION:

Going mobile is the craze today!!

Now buying mobile is not a rich mans possession any more. The mobile industry is on peak of
the high. With various technologies creeping in everyday you always are on a back seat to keep
your self updated. With the major chunk of the user being teenagers its makes the situation more
dynamic and helps to create a good and a fair market.

Looking at the trends in the mobile segment the growing is very-very high. Various cellular
provider tried to be innovative in providing value added service to the subscriber.if the deamand
is rising in the same pace than it is sure that the subscriber base of the mobile user bill definitely
exit the limit of the land line subscribers.

This report helps in knowing the consumer behaviour of the Vodafone subscribers and what
perseptition customers have about the brand Vodafone.with its report company can capture its
loose poles or weaknesses and convert them into their strength opportunities.

From the above studies we come to know the conclusion that in case of parameters of selection
customers subscribers will first look at the tariffs,network coverage and than the other
parameters.

The subscribers also except the copnany to give their information in details of the services they
are availing. And effective sales person has to be employed in order to influence the buyer
decision.

The company should have exciting offer with the service they provide.
BIBLOGRAPHY

BOOKS
 https://www.researchgate.net/publication/322916833_A_COMPARATIVE_STUDY_ON
_CUSTOMER_SATISFACTION_TOWARDS_AIRTELVODAFONE_WITH_REFERE
NCE_TO_AVADI_CHENNAI
 https://www.academia.edu/24674132/A_Study_Of_Customer_Satisfaction_Towards_Cel
lular_Service_With_Special_Reference_To_Vodafone_At_Aruppukottai

ARTICLES
 https://www.scribd.com/doc/17191897/Vodafone-Research-Paper
 https://shasuncollege.edu.in/wp-content/uploads/2018/10/25.-IMPACT-OF-SERVICE-
QUALITY-ON-CUSTOMER-SATISFACTION-A-COMPARATIVE-STUDY-OF-
AIRTEL-AND-VODAFONE-SERVICE-PROVIDERS.pdf

WEBSITES

 https://www.slideshare.net/hemanthcrpatna/a-project-report-of-customer-
satisfaction-survey-on-vodafone
 https://www.ukessays.com/essays/marketing/customer-satisfaction-analysis-
of-telecommunication-company-vodafone-marketing-essay.php
 https://www.academia.edu/1480264/STUDY_ON_CONSUMER_BEHAVI
OUR_at_Vodafone_PROJECT_REPORT
 http://eminencejournal.com/images/pdf/Oct1.pdf