consumer satisfaction regarding telecom service providers
Content
DETERMINING THE CUTOMER SATISFACTION LEVEL IN AGRA TOWARDS TELECOMMUNICATION SERVICE PROVIDERS
Contents
• • • • • • • • • Introduction Objectives Literature Review Research Methodology Limitations Hypothesis Data Analysis Hypothesis Testing Conclusion and Recommendations
INTRODUCTION
The development of the TELECOMMUNICATION SERVICES has experienced a major process of transformation in terms of its growth, technological content, and market structure in the last decade through policy reforms introduced by the Government. The study aims to analyse that with the increase in competition in telecom services, higher levels of consumer satisfaction with affordable prices and improved quality of services are achieving or not.
Wireless telephony and the Internet are expected to be the preferred means of communication as convergence of telecommunications, broadcasting, and information technology progresses.
Objectives of the study
• To study the customer satisfaction towards mobile service providers. • To evaluate the major service provider satisfied the customer. • To assess the needs, requirements and expectations of the customers in order to assess their current satisfaction levels. • To know the attitude, enthusiasm regarding the service provided to customers. • . To understand the performance of different brands in the market.
REVIEW OF LITERATURE
• Das (2000), in her paper described the Liberalisation of the Indian telecommunications services which started in midnineties with no change in the existing public monopoly structure, entirely controlled by Department of Telecommunications (DoT). • Thomas (2007), in his article describes the contribution made by telecommunications in India by the state and civil society to public service, this article aims to identify the state’s initial reluctance to recognize telecommunications provision as a basic need as against the robust tradition of public service aligned to the postal services and finds hope in the renewal of public service telecommunications via the Right to Information movement.
REVIEW OF LITERATURE
• Cygnus Business Consulting & Research Pvt. Ltd. (2008), in its Quarterly Performance Analysis of Companies (AprilJune 2008) has analysed the Indian telecom industry in the awake of recent global recession and its overall impact on the Indian economy. The analysis is done in the background of wake of global recession and rising inflation. • Mani (2008) addresses a number of issues arising from the growth of telecom services in India since the mid-1990s. It also discusses a number of spillover effects for the rest of the economy and one of the more important effects is the potential to develop a major manufacturing hub in the country for telecom equipment and for downstream industries such as semiconductor devices.
RESEARCH METHODOLOGY OF THE STUDY
• • • • • • • • • • • • • • Sources of data: This project consist of primary and secondary sources: Primary Interaction with customers by filling up of questionnaires. Secondary Books Internet Articles Magazines/Project Reports Newspapers. SAMPLE SIZE :RESEARCH METHOD:KIND OF SAMPLING :TOOLS OF ANALYSIS:30 (college students) Survey research Convenience sampling Percentage method Bar graph,Histograms, Tables
Limitations of the Study
• Generally the respondents were busy in their work and were not interested in responding rightly. • · Respondents were reluctant to discover complete and correct information about themselves . • · Most respondents were not maintaining proper knowledge of various services provided by their company, so they were unable to provide exact information. • · Most of the respondents don’t want to disclose the information about the various other companies’ which they have experienced before. • · Some of the respondents were using the service first time of their company and they were not able to properly differentiate among their product. • · Due to human behavior information may be biased. Mainly in BSNL case.
TELECOM SERVICES PROVIDERS
• There are three types of players in telecom services: • State owned companies (BSNL and MTNL) • Private Indian owned companies (Reliance Infocomm, Tata Teleservices,) • Foreign invested companies (Vodafone, Bharti Tele-ventures, Escotel, Idea Cellular, BPL Mobile, Spice Communications)
HYPOTESIS 1
• NULL HYPOTHSIS: Most of the people are satisfied with their service providers. • ALTERNATIVE HYPOTHSIS Most of the people are not satisfied with their service providers.
HYPOTESIS 2
• NULL HYPOTHSIS: H0: - Airtel is not the best service provider of customer care service. • ALTERNATIVE HYPOTHSIS H1: - Airtel is the best service provider of customer care service.
HYPOTESIS 3
• NULL HYPOTHSIS: H0: - Price factor is the most influencing factor for the purchase of Telecom service. • ALTERNATIVE HYPOTHESIS: • H1: -Price factor is not the most influencing factor for the purchase of Telecom service.
DATA ANALYSIS AND INTERPRETATION
34% Male Female 66%
1. Which type of connection do you prefer?
Above data shows that most of the respondents in the study have pre-paid connections.
2. Whose services are you rendering?
• Through the above analysis, we can easily find out that majority of the people prefer Airtel more. Airtel is leading with 24%. In both the regions, there is a huge competition among private players as per the conducted survey. It clearly shows the tough competition between Vodafone and Reliance. Reliance is very far from Vodafone. It is because of Reliance’s different schemes like Reliance to Reliance free talk etc. have helped it to gain the more market share which is found out from the survey.
3. Which technology do you prefer?
• As per the data, it can be analyzed that in spite of tough competitions between GSM and CDMA service providers, the GSM has earned a huge market share with 70%. There are only 11% people who are willing to use both the technologies. Only 19 % people prefer CDMA which is very less compared to the level of competition and GSM’s market share.
4. How long have you been using this connection of your service provider?
• From the above analysis, it can be found that 45% of the total people have kept their connection for more than 3 years period. Whereas, only 6% of the total people prefer to keep the existing connection for 3-6 months. The graph also reveals that more the duration is, more people prefer to keep the existing connection.
5. Rate your satisfaction level of your service provider.
2 5 13 VERY GOOD GOOD
SATISFIED
BAD VERY BAD 20 10
• Customers’ satisfaction plays a crucial role for the service providers. 40% people are satisfied with their service providers. Though, there are people who are not happy with their connections. 14% people have bad and very bad experiences or not satisfied.
6. What kind of expectations do you have from your service provider?
35 30 25 20 15 10 5 0 PRICE NETWORK VAS GOOD SERVICES SCHEMES VOICE QUALITY Series1
• As per the research, people of the city are more inclined towards price of their service providers followed by network services offered by service providers. . From the above graph, it can be seen that two factors i.e. network and good prices are very close to each other having 29% and 32% respectively.
7. Are you satisfied by the internet facility of your service provider?
SATISFIED WITH INTERNET SERVICES
8. Given a choice with same number, which service provider will you select?
45 40 35 30 25 20 15 10 5 0
AIRTEL RELIANCE TATA IDEA VODAFONE BSNL MTNL OTHER
Series1
• As the chart suggests and as per the findings, it can be seen that in majority cases customers prefer to have Airtel having 40% preference opinion, followed by Vodafone and Idea having preferred by 20% and 14% customers respectively.
9. How would you rate the customer care services of your service provider.
• As per the survey conducted and its findings, it was concluded that Airtel is leader in maintaining a good relations with its customers and it solves customers’ problems efficiently and effectively. It has got the highest preference by the customers with 74%, followed by Vodafone with 67%. The lowest preference is of BSNL. Its customer care is not as good as the other players in the market, as per the findings. It is preferred by only 19% customers.
10. Are you aware of 3G technology?
• There are new inventions and technologies come up in the market to enhance the competition and make the usage much faster and also useful as well as easy to use. 3G technology is one of those technologies. In the survey, it was asked to the customers whether they are aware of new 3G technology or not. • The results are mentioned in the above chart. 80% people are aware of this technology and 20% people are not aware of it.
Hypotheses testing 1
• H0 = Customers are satisfied with their
telecom service providers • H1 = Customers are not satisfied with their telecom service. • According to the findings 40% people are satisfied with their service providers.
• Around 26% and 20% people rate their services as good and very good. • Thereby out of 50 people only 7 people are not satisfied with their connection services, • Therefore the null hypothesis would be accepted.
HYPOTHESES TESTING 2
• NULL HYPOTHSIS: • H0: - Airtel is not the best service provider of customer care service. • ALTERNATIVE HYPOTHSIS • H1: - Airtel is the best service provider of customer care servic
BRANDS VERY SATISFIE NUETRA NOT VERY Expecte SATISFIE D L SATISFIE DISATISF d D D IED Value
AIRTEL
8
5 6 3
10 10
VODAFO 3 NE BSNL
2
1
3
4
10
IDEA
TATA
2
1
4
5
1
1
10
10
• Chi square value: 11.143 • Table value: 9.488 • Interpretation of Chi:- As the 5% level of confidence Chi square value 11.143 is more than the table value 9.488, so the null hypothesis is rejected, it means Airtel is the best service provider of customer care service in the industry. • Interpretation:- From the above data interpretation we can conclude that Airtel is the best service provider of customer care service. As it has been also found in some of the article that Airtel is expending more on its customer care service as compare to other competitors in the market. The Vodaphone service is also satisfactory as most of the users has rated it as satisfied service provider. But Bsnl is to be found as a not satisfactory service provider. Most of the users said that they have not talk to their customer care service provider even for a single time.
Hypothesis Testing 3
• NULL HYPOTHSIS: H0: - Price factor is the most influencing factor for the purchase of Telecom service. • ALTERNATIVE HYPOTHESIS: H1: -Price factor is not the most influencing factor for the purchase of Telecom service.
Brands
Price 3 4 5
Brand Network Image 6
3 1
VAS
Expected Values 10
5 5 3 10 10 10
Airtel
Vodafone Idea Reliance
6
3 2
BSNL
7
6
10
8
7 6
5
4 3 2 1 0
Price Network Brand Image VAS
Airtel
Vodafone
Idea
Reliance
BSNL
• Chi square value: 6.035 Table value: 5.991 • Interpretation of Chi: - As the 5% level of confidence Chi square value 6.035 is more than the table value 5.991, • so the null hypothesis is rejected, it means Price factor is the most influencing factor for the purchase of Telecom service.
CONCLUSION AND RECOMMENDATIONS
To be successful, communications service providers must deliverpositive customer experiences with rich, value-added services supported bycomprehensive service quality management. Quality of service and the ability to attract and retain customers dictate the success or failure of next-generation communications service providers. As per the results majority of people mainly focus on cost and network attribute in a service provider.
Recommendations
Broadband services can be more focused more if the spectrum issues are solved. Companies can provide new and different schemes to their customers. . Increase in internet speed on mobile can be the criteria for the operators.
Questionaire
• C:\Users\ACER\Desktop\document\QUESTION NAIRE.docx
THANK YOU
Contents
• • • • • • • • • Introduction Objectives Literature Review Research Methodology Limitations Hypothesis Data Analysis Hypothesis Testing Conclusion and Recommendations
INTRODUCTION
The development of the TELECOMMUNICATION SERVICES has experienced a major process of transformation in terms of its growth, technological content, and market structure in the last decade through policy reforms introduced by the Government. The study aims to analyse that with the increase in competition in telecom services, higher levels of consumer satisfaction with affordable prices and improved quality of services are achieving or not.
Wireless telephony and the Internet are expected to be the preferred means of communication as convergence of telecommunications, broadcasting, and information technology progresses.
Objectives of the study
• To study the customer satisfaction towards mobile service providers. • To evaluate the major service provider satisfied the customer. • To assess the needs, requirements and expectations of the customers in order to assess their current satisfaction levels. • To know the attitude, enthusiasm regarding the service provided to customers. • . To understand the performance of different brands in the market.
REVIEW OF LITERATURE
• Das (2000), in her paper described the Liberalisation of the Indian telecommunications services which started in midnineties with no change in the existing public monopoly structure, entirely controlled by Department of Telecommunications (DoT). • Thomas (2007), in his article describes the contribution made by telecommunications in India by the state and civil society to public service, this article aims to identify the state’s initial reluctance to recognize telecommunications provision as a basic need as against the robust tradition of public service aligned to the postal services and finds hope in the renewal of public service telecommunications via the Right to Information movement.
REVIEW OF LITERATURE
• Cygnus Business Consulting & Research Pvt. Ltd. (2008), in its Quarterly Performance Analysis of Companies (AprilJune 2008) has analysed the Indian telecom industry in the awake of recent global recession and its overall impact on the Indian economy. The analysis is done in the background of wake of global recession and rising inflation. • Mani (2008) addresses a number of issues arising from the growth of telecom services in India since the mid-1990s. It also discusses a number of spillover effects for the rest of the economy and one of the more important effects is the potential to develop a major manufacturing hub in the country for telecom equipment and for downstream industries such as semiconductor devices.
RESEARCH METHODOLOGY OF THE STUDY
• • • • • • • • • • • • • • Sources of data: This project consist of primary and secondary sources: Primary Interaction with customers by filling up of questionnaires. Secondary Books Internet Articles Magazines/Project Reports Newspapers. SAMPLE SIZE :RESEARCH METHOD:KIND OF SAMPLING :TOOLS OF ANALYSIS:30 (college students) Survey research Convenience sampling Percentage method Bar graph,Histograms, Tables
Limitations of the Study
• Generally the respondents were busy in their work and were not interested in responding rightly. • · Respondents were reluctant to discover complete and correct information about themselves . • · Most respondents were not maintaining proper knowledge of various services provided by their company, so they were unable to provide exact information. • · Most of the respondents don’t want to disclose the information about the various other companies’ which they have experienced before. • · Some of the respondents were using the service first time of their company and they were not able to properly differentiate among their product. • · Due to human behavior information may be biased. Mainly in BSNL case.
TELECOM SERVICES PROVIDERS
• There are three types of players in telecom services: • State owned companies (BSNL and MTNL) • Private Indian owned companies (Reliance Infocomm, Tata Teleservices,) • Foreign invested companies (Vodafone, Bharti Tele-ventures, Escotel, Idea Cellular, BPL Mobile, Spice Communications)
HYPOTESIS 1
• NULL HYPOTHSIS: Most of the people are satisfied with their service providers. • ALTERNATIVE HYPOTHSIS Most of the people are not satisfied with their service providers.
HYPOTESIS 2
• NULL HYPOTHSIS: H0: - Airtel is not the best service provider of customer care service. • ALTERNATIVE HYPOTHSIS H1: - Airtel is the best service provider of customer care service.
HYPOTESIS 3
• NULL HYPOTHSIS: H0: - Price factor is the most influencing factor for the purchase of Telecom service. • ALTERNATIVE HYPOTHESIS: • H1: -Price factor is not the most influencing factor for the purchase of Telecom service.
DATA ANALYSIS AND INTERPRETATION
34% Male Female 66%
1. Which type of connection do you prefer?
Above data shows that most of the respondents in the study have pre-paid connections.
2. Whose services are you rendering?
• Through the above analysis, we can easily find out that majority of the people prefer Airtel more. Airtel is leading with 24%. In both the regions, there is a huge competition among private players as per the conducted survey. It clearly shows the tough competition between Vodafone and Reliance. Reliance is very far from Vodafone. It is because of Reliance’s different schemes like Reliance to Reliance free talk etc. have helped it to gain the more market share which is found out from the survey.
3. Which technology do you prefer?
• As per the data, it can be analyzed that in spite of tough competitions between GSM and CDMA service providers, the GSM has earned a huge market share with 70%. There are only 11% people who are willing to use both the technologies. Only 19 % people prefer CDMA which is very less compared to the level of competition and GSM’s market share.
4. How long have you been using this connection of your service provider?
• From the above analysis, it can be found that 45% of the total people have kept their connection for more than 3 years period. Whereas, only 6% of the total people prefer to keep the existing connection for 3-6 months. The graph also reveals that more the duration is, more people prefer to keep the existing connection.
5. Rate your satisfaction level of your service provider.
2 5 13 VERY GOOD GOOD
SATISFIED
BAD VERY BAD 20 10
• Customers’ satisfaction plays a crucial role for the service providers. 40% people are satisfied with their service providers. Though, there are people who are not happy with their connections. 14% people have bad and very bad experiences or not satisfied.
6. What kind of expectations do you have from your service provider?
35 30 25 20 15 10 5 0 PRICE NETWORK VAS GOOD SERVICES SCHEMES VOICE QUALITY Series1
• As per the research, people of the city are more inclined towards price of their service providers followed by network services offered by service providers. . From the above graph, it can be seen that two factors i.e. network and good prices are very close to each other having 29% and 32% respectively.
7. Are you satisfied by the internet facility of your service provider?
SATISFIED WITH INTERNET SERVICES
8. Given a choice with same number, which service provider will you select?
45 40 35 30 25 20 15 10 5 0
AIRTEL RELIANCE TATA IDEA VODAFONE BSNL MTNL OTHER
Series1
• As the chart suggests and as per the findings, it can be seen that in majority cases customers prefer to have Airtel having 40% preference opinion, followed by Vodafone and Idea having preferred by 20% and 14% customers respectively.
9. How would you rate the customer care services of your service provider.
• As per the survey conducted and its findings, it was concluded that Airtel is leader in maintaining a good relations with its customers and it solves customers’ problems efficiently and effectively. It has got the highest preference by the customers with 74%, followed by Vodafone with 67%. The lowest preference is of BSNL. Its customer care is not as good as the other players in the market, as per the findings. It is preferred by only 19% customers.
10. Are you aware of 3G technology?
• There are new inventions and technologies come up in the market to enhance the competition and make the usage much faster and also useful as well as easy to use. 3G technology is one of those technologies. In the survey, it was asked to the customers whether they are aware of new 3G technology or not. • The results are mentioned in the above chart. 80% people are aware of this technology and 20% people are not aware of it.
Hypotheses testing 1
• H0 = Customers are satisfied with their
telecom service providers • H1 = Customers are not satisfied with their telecom service. • According to the findings 40% people are satisfied with their service providers.
• Around 26% and 20% people rate their services as good and very good. • Thereby out of 50 people only 7 people are not satisfied with their connection services, • Therefore the null hypothesis would be accepted.
HYPOTHESES TESTING 2
• NULL HYPOTHSIS: • H0: - Airtel is not the best service provider of customer care service. • ALTERNATIVE HYPOTHSIS • H1: - Airtel is the best service provider of customer care servic
BRANDS VERY SATISFIE NUETRA NOT VERY Expecte SATISFIE D L SATISFIE DISATISF d D D IED Value
AIRTEL
8
5 6 3
10 10
VODAFO 3 NE BSNL
2
1
3
4
10
IDEA
TATA
2
1
4
5
1
1
10
10
• Chi square value: 11.143 • Table value: 9.488 • Interpretation of Chi:- As the 5% level of confidence Chi square value 11.143 is more than the table value 9.488, so the null hypothesis is rejected, it means Airtel is the best service provider of customer care service in the industry. • Interpretation:- From the above data interpretation we can conclude that Airtel is the best service provider of customer care service. As it has been also found in some of the article that Airtel is expending more on its customer care service as compare to other competitors in the market. The Vodaphone service is also satisfactory as most of the users has rated it as satisfied service provider. But Bsnl is to be found as a not satisfactory service provider. Most of the users said that they have not talk to their customer care service provider even for a single time.
Hypothesis Testing 3
• NULL HYPOTHSIS: H0: - Price factor is the most influencing factor for the purchase of Telecom service. • ALTERNATIVE HYPOTHESIS: H1: -Price factor is not the most influencing factor for the purchase of Telecom service.
Brands
Price 3 4 5
Brand Network Image 6
3 1
VAS
Expected Values 10
5 5 3 10 10 10
Airtel
Vodafone Idea Reliance
6
3 2
BSNL
7
6
10
8
7 6
5
4 3 2 1 0
Price Network Brand Image VAS
Airtel
Vodafone
Idea
Reliance
BSNL
• Chi square value: 6.035 Table value: 5.991 • Interpretation of Chi: - As the 5% level of confidence Chi square value 6.035 is more than the table value 5.991, • so the null hypothesis is rejected, it means Price factor is the most influencing factor for the purchase of Telecom service.
CONCLUSION AND RECOMMENDATIONS
To be successful, communications service providers must deliverpositive customer experiences with rich, value-added services supported bycomprehensive service quality management. Quality of service and the ability to attract and retain customers dictate the success or failure of next-generation communications service providers. As per the results majority of people mainly focus on cost and network attribute in a service provider.
Recommendations
Broadband services can be more focused more if the spectrum issues are solved. Companies can provide new and different schemes to their customers. . Increase in internet speed on mobile can be the criteria for the operators.
Questionaire
• C:\Users\ACER\Desktop\document\QUESTION NAIRE.docx
THANK YOU
