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CHAPTER - 1

INTRODUCTION

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1 .1 NEED FOR STUDY:
Services are going to in this decade to being the front edge of the industry -Louis V.Gerstner, 2001

Many businesses that were once viewed as manufacturing giant Are shifting there focus to services. Mr. Gerstener predicts that in the IT industry over the next decade services will lead the market instead of hardware and software to the extend that “hardware and software will be sold inside a services wrapper”

Services are not limited to service industries , services can be very profitable , and services are challenging to mange and market. Services represent a huge and growing percentage of customer satisfaction the world economy: yet particularly in the United States, perceptions of service are not good. In fact, the University of Michigan’s with services. Give the economic growth in services their profit and

American Customer Satisfaction index has shown a steady decline in customer competitive advantage potential, and the overall decline in customer satisfaction with services, it seems that the potential and opportunities or companies who can excel in services marketing, management, and delivery have never been greater.

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WHAT ARE SERVICES ?
Services are deeds, processes, and performances

Over time services and the service sector of the economy have been defined in subtly different ways. The variety of definitions can often explain the confusion or disagreements people have when discussing services and when describing industries that comprise the service sector of the economy. Broad definition is one that defines services to ’ include all economic activities whose output is not a physical product or construction, is generally consumed at the time it is product, and provides added value in forms ( such as convenience, amusement, timeliness, comfort, or health) that are essentially intangible concerns of its first purchaser.”

Services versus customer Services

The distinction between services and customer service; services encompass a wide range of industries. All of the following companies are considered service companies: AT&T telecommunication Bank One (financial services) However, manufactures and technology companies can offer services to the marketplace as well.

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Customer service is also provides by all types of companies – including manufacture IT companies, and services companies .customer service is the service provided in support of questions taking companies core products . customer service most often includes answering

orders dealing with the billing issues, handling complains , and perhaps scheduling maintenance or repairs. Customer service or it can occur over the phone or via the internet. Many companies operate customer service call centers ,often staffed around the clock. Typically there is no charge for customer service. Quality customer service is essential to building customer relationships.

1 .2

SCOPE OF STUDY
The scope of the study is limited to collecting the data from the respondents

by questionnaires. This questionnaire reference to the objectives stated and analysis of the data with a view to the suggest favorable solution to the various problems related to the customer satisfaction. This project survey on “customer satisfaction” provides information with regard to the satisfaction level of the customers of the company and what are they expecting from the company.

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1.3

OBJECTIVE OF THE STUDY
• To examine the customer satisfaction to the existing customers of the company • • To examine the problem facing by the customer in the companies network. To examine the satisfaction of the customers regarding service provided by the company. • To examine what features other network uses considering and liking in their company network. • To examine what value added features that the customer are what from the TATA in the future.

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1.4

LIMITATIONS OF STUDY

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Due to time constraints only some respondents were interviewed which probably is not enough. Due to not consistency in the schemes of the company and other network it is difficult to present exact information from the customers. Few respondents were reluctant to co-operate in research survey. The researcher had to convince then that the information provided by them world use for academics purpose only.

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Result may applicable to Hyderabad city only

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1.5 DESCRIPTION OF DESIGN
Meaning of Research Design:A research design is the arrangement of condition for collections for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure. In other words it’s a logical and systematic plane prepared for directing a research study, it’s specified the objectives of the study. The methodology and the techniques to be adopted for achieving the objectives.

Nature of Research Design :-

A research design is indispensable for a research project unlike the building plan that is precise and specific. Research design is a “tentative plane” with a series of guideposts to keep one going on in a right direction. It undergoes modification, as circumstance demand when the study progresses. New aspects, new conditions and new relationships come to light when the study deepens. A research design is purely and simply the framework or plan for a study the guides the collection and analysis of the data. It is a blue print that is followed in completing a study. • • The study must be relevant to the problem. The study must employ economical procedures.

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The important points about research design are:
• • The design of investigation should stem for the problem. Whether the designs are productive in a given problem setting depends on how imaginatively they are applied. An understanding of the basic design is needed so that they can be modified to suit specific purpose. The three basic types of research design are: • • • Exploratory Descriptive Casual or experimental

Casual or experimental can be looked at as, stages in continues process. Exploratory or formulating studies are often seen as the initial step in a continuous research process. It is shown here that these three research designs are not mutually exclusive and a combination of all the three would be used in the successful completion of a marketing research project. We start with the exploratory and go to casual through the descriptive research. Alternatively we can select any of these research designs and take the help of the other two designs, if the situation or problem requires. In this study, descriptive research is used.

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Descriptive Research:This is the simplest type of research. It is focused on particular aspect dimensions of the problem studied. It is designed to gather descriptive information and provides information for formulating more sophisticated studies. Using observation method, interviewing and questionnaire collects data.

Besides a research study can not be as extensive and intensive as the researcher’s may like into be. It has to be geared to the availability of data and the co-operation of the informants. Thus a research design “ Represents a compromise dictated by many practical consideration”.

SAMPLING PROCEDURE:
Except in special and rare cases, field work is carried out using the sample of population. Without sampling procedure, market research would not be possible and sampling procedure gives the researcher the confidence that the results obtained in this way representative of the whole population.

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Sampling procedure of this study are discussed below.
1) A total of 200 existed company customers interviewed in the Hyderabad city. 2) A total of 50 other network users are interviewed in the Hyderabad city. 3) I choose customers randomly and I had given questionnaire to them.

SOURCES OF DATA
For the purpose this study data from two sources have been gathered namely, 1) Primary data 2) Secondary data Primary sources are original sources from which the researcher directly collects data that have been previously collected. Primary data are first hand information collected. This information is collected directly through questionnaire, personnel interview and through observation.

The secondary data consist of readily available company data and already compiled statistical statements and reports whose data may be used researchers for their studies. Secondary source of data were books, Newspapers and Internet.

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DATA COLLECTION INSTRUMENTS:

The various method of data gathering involves the use of “appropriate recording forms”. These are called instruments or tools of data collection.

The main data collection instrument for this purpose was the questionnaire.

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CHAPTER 2
LITERATURE REVIEW

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2.1) LITERATURE REVIEW
1) Brand selection The research study tiltled “factors affecting the brand decision in the mobile phone industry” in Asia by Liu 2002.This study found that the choice of a cellular phone is characterized by two attitudes to brands : attitude towards the mobile phone brand on one hand and attitude towards the network on the other. While price and regularity of service were found to dominate choice between network providers, choices between mobile hone brands were affected by new technology features such as memory capacity and MS options, more than size. The brand will actually be not towards smaller phones but towards phones with better capability and larger screen. 2) Consumer satisfaction This study is conducted by TRAI. It assesses the satisfaction level of consumers encompassing quality of technical service, quality and operational aspects of gadgets and social /psychological costs due to unsolicited promotional calls /SMS. The analysis in his report shows that the consumption behavior of the mobile phone users in Delhi and overs the aspects like usage pattern of the mobile phone services, assessment of the level of satisfaction, preference for various attributes and functionalities of gadgets. 3) Consumer behavior The titled named “consumer buying behavior” by Martin Tina; Sam Manaberi [2005] discussed the industrial purchasing stands for more than half of the whole economic ctivity in industrialized countries. Therefore it is important to understand how industries perform buying activities. The telecommunication industry is a fast growing industry and 13

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therefore interesting to investigate. The purpose of this study was to investigate the characteristics of industrial buying behaviour in the telecommunication industry. The purpose has been further developed in forms of research questions dealing with the buying process, buying center and choice criteria. A case study was made with a customer, to the telecom supplier Ericsson, from the company HI3G Access, also known as 3. A highly topical company in the third generation telecom networks with Ericsson as one of their primary suppliers. The conducted telephone interview indicates a swift buying process, influenced by word of mouth. Additional findings involve a small buying center, which is mainly controlled by the technical and procurement staff and the importance of price as a selection criteria as the product is becoming a commodity. 4) Consumer behavior The article named “consumer buying behavior in mobile phone market in Finland” by EMAC conference, Track : New Technologies and E – Marketing. The survey conducted with 397 consumers and looked at their motives to purchase new mobile phones on one hand and factors affecting operator choice on the other. The results indicate that while price and properties were the most influencial factors affecting the purchase of a new mobile phone, price, audibility and friends operator were regarded as the most important in the choice of the mobile phone operator. This paper concludes with a discussion of contributions and purposes ideas for future studies in this under researched area. Customer buying behavior The project study titled “customer buying behavior of mobile phone brands” by Riquelme (2001. She conducted an experiment with 94 consumers to identify the amount of self – knowledge consumers have when choosing between mobile phone brands. The study was build upon six key attributes like telephone features, connection fee , access cost , mobile to mobile phone rates call rates and free calls related to mobile phone purchasing

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respondents had to importance rate. The research shows that consumers with prior experience about a product can predict their choices relatively well but customers tended to overestimate the importance of features, call rates, and free call and underestimates the importance of a monthly access fee, mobile to mobile phones rates and the connection fee.

2.2 THEORETICAL FRAMEWORK
Consumer An individual who buys products or services for personal use and not for manufacture or resale. A consumer is someone who can make the decision whether or not to purchase an item at the store, and someone who can be influenced by marketing and advertisements Customer A person, company, or other entity which buys goods and services produced by another person, company, or other entity. Customer service According to Turban et al “customer service is a series of activities designed to enhance the level of customer satisfaction that is, the feeling that aproduct or service has met the customer expectation. The needs, wants and preconceived ideas of a customer about a product or service. Customer expectation will be influenced by a customer’s perception of the product or service and can be created by previous experience, advertising , hearsay, awareness of competitors and brand image. The level of customer service is also a factor
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and a customer might expect to encounter efficiency, helpfulness, reliability, confidence in the staff and a personal interest in his / her patronage. The main objectives of customer services are : · Learn to identify and analyze customer needs and problems · Recognize the most common reasons for customer complaints · Discover techniques to cultivate and maintain special customer relationships · Assess your communication style and use two – way communication skills to level with people, to accept feedback from them, and to discuss problems · Identify specific problems in your customer service program and apply treatment. Customer satisfaction Customer satisfaction is a measure of how products and services supplied by the company meet or surpass customer expectation. Satisfaction is a person’s feelings of pleasure or disappointment resulting from comparing a product’s perceived performance in relation to his or her expectation. · Encourage face to face dealing · Be friendly and approachable · Respond to messages promptly and keep your client informed · Have a clear defined customer service policy · Attention to detail · Anticipate your client’s needs and go out of your way to help them out · Honour your promises

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Customer behavior Customer behavior is to know about the customer’s way to obtain, use and dispose products. It's important for marketing to know the customer behavior by using different strategies. There are so many different ways to influence customers like new products, promotions, advertisement, good quality and price etc. Customer behavior analysis is based on consumer buying behaviour, with the customer playing the three distinct roles of user, payer and buyer. Relationship marketing is an influential asset for customer behaviour analysis as it has a keen interest in the re-discovery of the true meaning of marketing through the re-affirmation of the importance of the customer or buyer. Customer behaviour analysis aims to ultimately improve business performance through an understanding of past and present customers so as to determine and identify future customers and their behaviour. Customer buying behaviour Process by which individual search for select, purchase, use and dispose of goods and services, in satisfaction of their needs and wants. Types  Minor new purchase – these purchases represent something new to a consumer but in the customer’s mind is not a very important purchase in terms of need, money or other  Minor re- purchase – these are the most routine of all purchase and often the consumer returns to purchase the same product without giving much thought to other product options.  Major new purchase – these purchases are the most difficult of all purchase because the product being purchased is important to the consumer but the consumer has little or no previous experience making new decisions. The consumer’s lack of confidence in
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Customer Satisfaction making this type of decision often requires the consumer to engage in an extensive decision making process. Customer loyalty The term customer loyalty is used to describe the behavior of repeat customers, as well as those that offer good ratings, reviews, or testimonials. Some customers do a particular company a great service by offering favorable word of mouth publicity regarding a product, telling friends and family, thus adding them to the number of loyal customers. Ten ways to build customer loyalty: 1. Communicate: - Whether it is an email newsletter, monthly flier, a reminder card for a tune up, or a holiday greeting card, reach out to the customers. 2. Customer Service : - Go the extra distance and meet customer needs. Train the staff to do the same. Customers remember being treated well. 3. Employee Loyalty : - Loyalty works from the top down. If managers are loyal to the employees, they will feel positively about their jobs and pass that loyalty along to customers. 4. Employee Training: - Train the employees and interact with customers. Empower employees to make decisions that benefit the customer. 5. Customer Incentives : - Give customers a reason to return to business. 6. Product Awareness : - Know what y steady patrons purchase and keep those items in stock. 7. Reliability: - If a purchase will arrive on Wednesday, deliver it on Wednesday. Be reliable. If something goes wrong, let customers know immediately and compensate them for their inconvenience. 8. Be Flexible : - Try to solve customer problems or complaints to the best of ability. 9. People over Technology : - The harder it is for a customer to speak to a human being when he or she has a problem, the less likely it is that you will see that customer again. 10. Know Their Names : - Remember the theme song to the television show Cheers? Get to know the names of regular customers or at least recognize their faces.
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Customer retention Customer Retention is the activity that a selling organization undertakes in order to reduce customer defections. Successful customer retention starts with the first contact an organization has with a customer and continues throughout the entire lifetime of a relationship. A company’s ability to attract and retain new customers, is not only related to its product or services, but strongly related to the way it services its existing customers and the reputation it creates within and across the marketplace. Customer retention rate: -- The customer retention rate refers to the number of customers lost over a period of time. It is normally calculated by the percentage of lost customers versus existing customers over a quarterly or annual period, without tallying new customer acquisitions Customer life time value Customer lifetime value enable an organization to calculate the net present value of the profit an organization will realize on a customer over a given period of time. Retention Rate is the percentage of the total number of customers retained in context to the customers that approached for cancellation. Customer perception Perception is the process of selecting, organizing and interpreting information inputs to produce meaning. IE we chose what info we pay attention to, organize it and interpret it. Information inputs are the sensations received through sight, taste, hearing, smell and touch. · Selective Exposure -select inputs to be exposed to our awareness. More likely if it is linked to an event, satisfies current needs, intensity of input changes (sharp price drop). · Selective Distortion -Changing/twisting current received information, inconsistent with beliefs.

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CHAPTER 3
PROFILE OF THE COMPANY

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HISTORY OF TELECOMMUNICATIONS

First public demonstration of Morse’s electric telegraph,Baltimore to Washington in 1844. In 1858 first Atlantic telegraph cable completed but failed after 26 days due tothe voltage being too high. Beginning of coast-to-coast telegraphs communication is established by wire from the United States to Europe with the completion of the second Atlantic telegraph cable. In 1872 The firm of Gray and Barton becomes Western Electric Manufacturing company, of Chicago. – Bell takes up permanent residence in the United states at 35 newton Street, Boston where he conducts normal classes for teachers of the deaf. In 1873 Erection of the Western Union in New York- the site eventually becomes AT&T Company headquarters. - - Bell begins his experiments on a harmonic telegraph, Which led to his invention of the telephone.

1875 - - First “ gallows type “ telephone tested by Bell and Thomas Watson in an attic room at 109 Court Street, Boston. It transmitted recognizable speech sounds but not intelligible speech. Bell files his patent application in 1876. First telephone patent (U.S. No.174,465) allowed and issued to Bell on March 7th . - - March 10th , Bell speaks the first complete sentence transmitter … “ Mr. Watson, come here. I want you!” - - The world’s first long distance telephone call (one – way) was

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Received at pairs, Ontario by Bell from his father and uncle at Brantford, Ontario over “borrowed” telegraph lines –

The world’s first two way long distance telephone conversation over an outdoor wire (borrowed telegraph line) takes place between Cambridge port and Boston, Massachusetts between Bell and Watson.

National Bell Telephone Company formed in 1879. The latter part of 1879 and the early part of 1880 saw the first use of telephone numbers at Lowell, Massachusetts.

1883 - - Bell Laboratories continues its evolution ….formed as the Electrical and Patent Department of American Bell Telephone Company in 1883 and changed to Mechanical Department in 1884. The New York to Boston line is opened for commercial service on September 4th in 1884. (Rates:$2.00 daytime: $1.00 at night). The certificate of incorporation for the American Telephone and Telegraph Company is filled in New York City in 1885. Its broad claim…..to establish telephone communication to cities on the American continent and elsewhere around the world by wire, cable and “ other appropriate means “. 1886 - - - AT&T begins to offer private line service. In 1895 a letter from J. W. Thompson, City Manager for the Chicago Telephone Company, to Miss Mesick, Chief Operator, Main, says “In answering calls the query ‘number Please?’ spoken in a pleasant tone of voice and with rising inflection must be

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Invariably employed.”. This is the first official instruction we have found for this phrase. Earlier response of telephone operators appears to have been “what do you want?” of sometimes “hello?”. In 1899 AT&T takes over the business and property of the American Bell Telephone Company becoming parent company of the Bell system while continuing as the long lines operating company.

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TATA GROUP PROFILE

The TATA Group comprises 91 operating companies in seven business sectors: information the systems and communications; engineering; materials ; services; energy; a period when India had just set out on the road to gaining consumer products; and chemicals. Jamsetji Tata was founded the group the last quarter of 19th century, independence from British rule. Consequently, Jamsetji Tata and those who followed him aligned business opportunities with the objective of nation building. This approach remains enshrined in the Group’s ethos to this day.

The TATA Group is one of India’s largest and most respected business conglomerates, with revenues in 2003-04 of $14.25 billion (Rs. 654,240 million), the equivalent of about 2.6 per cent of the country’s GDP. Tata companies together employ some 220,000 people. The Group’s 32 publicly listed enterprises – among them standout names such as Tat Steel, Tata Consultancy Services, Tata Motors and Tata Tea – have a combined market capitalization that is the highest among Indian business houses in the private sector, and a shareholder in more than 40 countries across six continents, and its comp[anies export and services to 140 nations.

The TATA family of companies shares a set of five core values: integrity, understanding, unity and responsibility. These values, which have been part of the Group’s beliefs and convictions from it’s earliest days,
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Continue to guide and drive the business decisions of TATA companies. The Group and its enterprise have been steadfast and distinctive in their adherence to business ethics and their commitment to corporate social responsibility. This is a legacy that has earned the Group the trust of many millions of stakeholders in a measure few business houses anywhere in the world can match.

VALUES AND PURPOSE
Leadership With Trust Purpose
At the TATA Group our purpose is to improve the quality of life of the communities we serve. We do this through leadership in sectors of national economic significance, to which the Group brings a unique set of capabilities.This requires us to grow aggressively in focused areas of business. Our heritage of returning to society what we earn evokes trust among consumers, employees, shareholders and the community. This heritage is being continuosly enriched by the formalization of the high standards of behaviour expected from employees and companies. The TATA name is a unique asset representing leadership with trust. Leveraging this asset to enhance Group synergy and becoming globally competitive is the route to sustained growth and long-term success.

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FIVE CORE VALUES
The TATA Group has always sought to be a value-driven organization. These values continue to direct the Group’s growth and businesses. The five core Tata values underpinning the way we do business are

Integrity: We must conduct our business fairly, with honesty and transparency. Everything we do must stand the test of public scrutiny. Understanding: We must be caring, show respect, compassion and humanity for our colleagues and customers around the world, and always work for the benfit of India.

Excellence: We must constantly strive to achieve the highest possible standards in our day-to-day work and in the quality of the goods and services we provide. Unity: We must work cohesively with our colleagues across the Group and with our customers and partners around the world, building strong relationships based on tolerance, understanding and mutual cooperation. Responsibility: We must continue to be responsible, sensitive to the countries, communities and environments in which we work, always ensuring that what comes from the people goes back to the people many times over.

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ABOUT TATA TELESERVICES

TATA Teleservices is part of the INR 64,350 crores(US$14.3 billion) TATA Group, that has over 90 companies, over 210,000 employees and more than 2.16 million shareholders. With an investment of over INR 9,000 crores (US$ 2 billion) in Telecom, the Group has a formidable presence across the telecom value chain. The TATA Group plans an additional investment of around INR 9000/- crores (US$ 2 billion) in this sector in the next two years. TATA Teleservices spearheads the Group’s presence in the telecom sector. Incorporated in 1996, TATA Teleservices was the first to launch CDMA mobile services in India with the Andhra Pradesh circle.

Starting with the major acquisition of Hughes telecom (India) Limited [ now renamed TATA Teleservices (Maharashtra) Limited] in Teleservices operates in 20 circles i.e. Andhra Pradesh, Chennai, Gujrat, Karnataka, Delhi, Maharashtra, Mumbai, Tamilnadu, Orissa, Bihar, Rajasthan, Punjab, Haryana, Himachal Pradesh, utter Pradesh(E) , Utter Pradesh(w), Kerala, Kolkata, Madhya Pradesh and West Bengal. The company as of March 2004 totals INR5995 Crores (US$ 1200million).Having pioneered the CDMA 3Gix technology platform in India , TATA Teleservices has established a roubust and reliable telecom infrastructure that ensures quality in its services. It has partnered with Motorola,

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Ericsson, lucent and ECI Telecom for the deployment of reliable technologically advanced network The company, which heralded convergence technologies in the Indian telecom sector, is today the market leader in the fixed wireless telephony market with a customer based of 1.8 million Tata Teleservices bouquet of telephony services includes Mobile services, Fixed Wireless phone, public Booth Telephone ,and wire line services. Other services include value added services like voice portal, roamimg,post-paid internet services, 3-way conferencing, group calling, Wi-Fi internet services and data services.

Tata teleservices has recently, marked its entry in to the prepaid segment by launching 100% sacchai true paid, across all its existing 20 circles. with the latest initiative,Tata indicom has opened up new frontiers for the India prepaid customers by offering 1-second pulse and 100%talk time on true paidthe company will be shortly launching a new service for corporates called Push-To-TalkTM(first across the world to partner with qualcomm for BREW chat) .this service will be available for the masses across the country. Tata indicom has also launched a collection of 1000 mobile games-one of the large collections of mobile games in the world .the company has launched prepaid FWP and public phone booths, neaw handsets, expand Wi-Fi across public hotspots, new voice & data services, interactive applications like news,cricket, etc Tata teleservices has a strong workforce of 5500. The company is in the process of recruiting personnel for its new circles and will create more than 20,000 jobs by March 2005,which will include 10,000 indirect astrology,

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Jobs through outsourcing of its manpower needs. Today, the company serves more than 3 million customers in over 824 towns. With an ambitious rollout plan both , within existing circles and across new circles, Tata Teleservices will offer world- class technoiogy and user-friendly services to over 1000 cities.

Brief history of VSNL
The first submarine telegraph cable from U.K landed in Bombay in 1870, heralding the era of external telecommunication in India. The Co. (IRCC) in 1932. The H.F. Radio telegraph made its appearance on the sence in 1927, followed by Radiotelephone in 1933. Consequent to india’s independence in 1947, there were phenomenal velopments in her communication system and technology. The Government of India took over the IRCC, giving birth to the Overseas communication service (OCS), a Government department . the satellite era dawned in 1970. India also had,by 1982 wideband submarine telephone cable system and Troposcatter system in the external telecommunications network. On April 1, 1986, the Videsh Sanchar Nigam limited (VSNL) -a wholly government owned corporation-was born as successor to OCS. Analogue system all over the world gave way to the more efficient and technically viable digital systems. Optical fiber cable systems now girdle the globe supplementing the satellites that the earth. Eastern telegraph Co. (ETC) of 1872 and the Indian radio telegraph Co. (IRT) of 1927 merged to form the Indian radio and cable communications

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Customer Satisfaction There were unexpected developments in mobile communications too. Now it is possible to communicate and do business with people on the move- on land, on the high seas or in the air, even while you are moving from one place to another. These developments also made possible safety through communications-during natural calamities like flood or earthquake or man-made calamities like war, when Conventional systems are thrown out of gear. Meanwhile, VSNL introduction internet services in India in the year 1995. the new era of communications started toward the new millennium. In February 2002, the Government of India, as per their disinvestments plan, released 26% of VSNL’s equity to a strategic partner. Consequently, VSNL was taken over under the administrative control of TATAs. It is under the management of TATAs – india’s best known industrial house-that VSNL is now charting its future course. Videsh Sanchar Nigam Limited (VSNL) VSNL was incorporated on April 1, 1986 under the Indian Companies Act, 1956 to take over the activities of the erstwhile Overseas services (OCS) The company operates a network of earth stations, switches, submarine cable systems, and value added services nodes to provide a range of basic and value added service. VSNL’s main gateway centres are located at Mumbai, New-Delhi, Kolkata and Chennai. The international telecommunication circuits are derived via intelsat and inmarsat satellites and wide band submarine cable systems e.g. FLAG, SEA–ME -WE-2 and SEA-ME-WE-3. The company’s ADRs are listed on the New York Stock Exchange and its share are listed on major stock Exchanges in India.
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The Indian Government owns approximately 26% equit , M/s panatone finvest limited as investing vehicle of Tata Group owns 45%equity and the overseas holding (inclusive of FIIs ADRs, foreign banks) is approximately 13% as on 31 December 2002, the rest is owned by Indian institutions and the public.

TATA
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Teleservices crosses the 4 million- customer mark
TATA Teleservices (TTSL) crosses the 4 million –subscriber mark. Indian’s youngest national telecom player increases wireless market share to 16 per cent during the month of April. Within the CDMA wireless segment, TTSL achieves a cumulative market share of 24 per cent. TTSL records a consistent increase in subscriber base and market share, month by month. TATA indicom is amongst the fastest growing brands in India today. TATA Teleservices, one of india’s premier mobile and fixed service providers, today announced that they have crossed the 4 millionsubscriber mark . this is a major milestone for india’s youngest national telecom player. In a Major achievement, tata teleservices have also climbed to the3rd position slot in terms of incremental market share in the wireless market for the mounth of April2005.with a national market share of 16 per cent, with is the third highest during the month of April, Tata indicom has truly come of age. TATA commenced teleservices in now present in over 1,200 towns across 20 circles of the country. In its 12 new circles, where operations

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Customer Satisfaction Only a few months ago, the company has achieved a marked share of 28 per cent in April 2005, compared to just 8 per cent in January 2005. this clearly indication that brand Tata indicom is surging ahead, and is today one of india’s fastest growing telecom brands Speaking on the occasion, vinayak Deshpande , presidentoperation, Tata Teleservice, said, “We are overwhelmed by the response shown by the customers to our mobile and fixed telecom services and we would like to thank each one of our customers for having expressed their faith in us. This response is testament to our belief that we deliver the best value and the highest quality of service to all our customers. The four million mark reflects the level of trust and confidence enjoyed by the Tata indicom brand. The credit for this fest clearly goes to all our valued customers, empowered employees, and channel partners. Tata teleservices is aware of the huge potential this market offers and is committed to expanding the market by offering superior value to our customers. Thank you for confidence in Tata indicom” The above figures cleary indicate that despite being the youngest national player in the market, with this significant achievement, TATA Teleservice has succeeded in building a substantial presence in the country’s telecom space, and is all set to redefine the existing benchmarks of the telecom service category in India though marketing innovations and introduction of new generation value-added services. The TATA indicom brand name spans across by the telecom services arms. Today TTSL is committed to providing the best services to all it’s the customers across the country .

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Products and services

TATA indcom offers a complete range of affordable telecom solution for your home and business needs. Be it Tata indicom mobile, smat wireless service, public phone booths, Broadband services or Centrex, we are present in every sphere of the telecommunications market, endeavoring to make your life comfortable and hassle free.

We have a wide-range of product and service offerings to meet every need of yours

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VOICE

• • • • • • • • • • •

Tata indicom mobile Tata indicom Walky Tata indicom fixed wire phone connection Tata indicom ISDN services Tata indicom centrex Tata indicom E1 links Tata indicom Basic/primary Rate ISDN Tata indicom Managed leased Lines Tata indicom Direct inward Dialling DID Tata indicom PUBLIC PHONE BOOTH Tata indicom voice Reminder Services

DATA

Tata indicom shared and dedicated internet bandwith Tata indicom hosting services Tata indicominternet Access solutions Tata indicom ADSL &DSL

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Customer Satisfaction

INTRENET
• • • • • • • • • Tata indicom post-paid internet connection Tata indicom Broabdand internet services Tata indicom corporate Dial Up Tata indicom corporate internet ISDN Tata indicomintrenet private Leased Circuits (IPLC) Tata indicom internet leased lines (ill) Tata indicom managed Data Network Services (MDNS) Tata indicom INMARSAT Tata indicom TV Uplink

Tata indicom Conferences Services
• • Tata indicom conference cell service Tata indicom Web Conference service

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35

Customer Satisfaction

TATA indicom Walky

Presenting the TATA indicom Walky with features like Caller Line identification SMS Missed Call details, internet , phone book and speaker phone, with extremely low tariffs 20 circles by March 200 Now, with a choice between a postpaid connection, you can regulate your usage the way you want to.

TATA indicom Mobile for your home TATA indicome now offers you the option of both pre paid mobile connection as well as post paid mobile connection Get the unbeatable advantage of, superior voice clarity, congestion-free network, high speed data access, coverage in over 1000 cities with only Tata indicom.

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Customer Satisfaction

TATA indicom Mobile for small Medium Business

Get connected with the latest TATA indicom Mobile connections that offer superior voice-clarity and congestion-free networks . know our great value mobile tariff plain designed to suit both your budget and usage pattern.

TATA indicom mobile for Enterprises
With Tata indicom mobile connection your organization can expect the assurance it needs to ensure your people always stay connected.

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Customer Satisfaction

CHAPTER

-4

ANALYSIS & PRESENTATION OF DATA

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38

Customer Satisfaction ANALYSIS AND INTERPRETATION OF DATA

After tabulation the data must be analysed .Research often use statistical interpretation show how widely response very andhow they are distributed in relation to the variable being measured. statistics , marketers rely on estimates of expected to the variable being measured. Statistics, marketers rely on estimates of expected error deviation from the true values of population. The analysis and interpretation of data may lead researchers to accept or reject the research being selected

CLASSIFICATION & TABULATION OF DATA .

Classification of data

After the data systematically collected, it is edited to endure that the collected data is free from errors. After editing the data is coded, thus making for the statistical analysis.

This process of arranging the data in to groups or classes according to resemblance’s and similarly called classification. Classification is the process of arranging data into sequence and groups according to their common characteristics or separating them to different related parts.

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Tabulation of data

39

Customer Satisfaction Tabulation is one of the most important device for presenting the data in a conduced and ready comprehensible from the attempts to finish the maximum possible space, with out a sacrificing the quality of the data It means the systematic presentation of the information contained the data in row and column in accordance with some features or characteristics.

TABLE: 01

FEATURES
USAGE CHARGES EASY ACCESS SERVICE RENTAL PLANS PHONE STYLE COVERAGE

NO OF RESPONDENTS
69 26 56 39 78 21

INTERPRETATION: From the table it is clear that most of the customers like the TATA phone styles followed by usage charges that are provided by the company.And customers are also satisfying with service provided by company.Most of the customers like the phone styles and usage charges and services.

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GRAPH-01:

40

Customer Satisfaction

SHOWING THE MOST LIKED FEATURES BY THE BUSINESS PEOPLE.

90 80 70 60 50 40 30 20 10 0
YL E O VE R AG E C
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G ES

ES S

VI C

PL A PH O

NS NE

E

AR

AC C

CH

SE R

SA G E

EA SY

U

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R

EN

TA L

ST

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Customer Satisfaction

TABLE: 02

TABLE SHOWING MOST LIKED FEATURES IN TATA PHONE BY STUDENTS

FEATURES
USAGE CHARGES EASY ACCESS SERVICE RENTAL PLANS PHONE STYLE COVERAGE

NO OF RESPONDENTS
33 16 34 34 41 33

INTERPRETATION: From the table,students are satisfied with all features provided by the company. They like phone styles, rental plans, usage charges nad coverage.Students like all the features provided by the company. They are seeing more at value added services.

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Customer Satisfaction

GRAPH : 02
SHOWING THE MOST LIKED FEATURES BY THE STUDENTS.

45 40 35 30 25 20 15 10 5 0
CH AR EA G SY ES AC CE SS SE RE R VI NT AL CE PH PL AN O N S E ST CO YL E VE R AG E
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US AG

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43

Customer Satisfaction

TABLE: 03
SHOWING THE MOST LIKED FEATURES IN TATA PHONE BY EMPLOYES

FEATURES
USAGE CHARGES EASY ACCESS SERVICE RENTAL PLANS PHONE STYLE COVERAGE

NO OF RESPONDENTS
33 28 28 50 30 32

INTERPRETATION: From the table, employees are opted more at rental plans followed by usage charges, phone styles. They opted access and coverage in the last order.Employees are most like in TATA phone is rental plans followed by usage charges.

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GRAPH : 03

44

Customer Satisfaction

SHOWING THE MOST LIKED FEATURES BY THE EMPLOYES IN THE COMPANY PHONE.

60 50 40 30 20 10 0
AR EA G SY ES AC C ES S SE R R EN VI C TA E L PL PH AN O S NE ST YL C O E VE R AG E
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TABLE : 04

U

SA G E

CH

45

Customer Satisfaction SHOWING PROBLEMS FACED WITH TATA PHONES BY THE EXISTING CUSTOMERS: OPTION NO OF RESPONDENTS 62 138 200 IN PERCENTAGE 31 69 100

YES NO TOTAL

INTERPRETATION:

From the table, 69% of the customers are not getting any problems and 31% of the customers are not getting problems with the company phone.From above table most of the customers are not getting any problems with the company phone

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GRAPH : 04

46

Customer Satisfaction SHOWING WHETHER CUSTOMERS ARE GETTING ANY PROBLEMSOR NOT.

80 70 60 50 40 30 20 10 0 YES NO

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TABLE: 5

47

Customer Satisfaction SHOWING THE TYPE OF PROBLEMS THAT ARE FACED BY THE CUSTOMERS PROBLEM PERCENTAGE OF
BILLING

RESPONDENTS 37 8 24 10 21 100

COVERAGE SERVICE ACCESS NETWORK TOTAL

INTERPRETATION: From the above table, 37 % of the customers are getting problem with the billing, 24 percentage of them getting with the service, 21 % of them getting with the network and 10 percentage of them getting with the access and 8 percentage of them getting with the coverage.Most of the customers are getting problem with billing and service by the company.
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GRAPH : 05

48

Customer Satisfaction SHOWING THE TYPE OF PROBLEMS FACED BY CUSTOMERS WITH THE COMPANY PHONE.

40 35 30 25 20 15 10 5 0
G E E S AG BI LL IN VI C ES O N
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VE R

AC C

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TABLE : 06 SHOWING THE SATISFACTION LEVEL OF CUSTOMERS REGARDING SERVICE 49

C

O

SE R

ET W

R

K

Customer Satisfaction

OPTIONS
EXCELLENT

NO OF RESPONDENTS 42 105 42 11 200

IN PERCENTAGE 21 53 21 5 100

GOOD AVERAGE BAD TOTAL

INTERPRETATION: From the table 53 % of customers are opted well for the service provided by the company. 21 % of customers opted excellent and average. Only 5% of customers are opted for the bad.Most of the customers are feeling good at service provided by the service

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GRAPH: 06 SHOWING THE SATISFACTION OF THE SERVICE PROVIDED BY THE COMPANY.

50

Customer Satisfaction

60 50 40 30 20 10 0
O D E T EL LE N G O AV ER BA D
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EX C

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TABLE : 07 SHOWING PERCENTAGE OF SMS USERS:

NO OF RESPONDENTS 51

AG

IN PERCENTAGE

Customer Satisfaction

DAILY FREQUENTLY

RARELY NEVER TOTAL INTERPRETATION:

16 22 73 89 200

8 11 36 45 100

From the above table, 45 % of the customers are never using SMS service, 36% of them using rarely, 11% of them using frequently and only 8 % of customers are using daily. Most of the customers are not using SMS service and very low percentage of them using daily.

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GRAPH: 07 SHOWING THE PERCENTAGE OF SMS USERS.

52

Customer Satisfaction

50 40 30 20 10 0 DAILY FREQENTLY RARELY NEVER

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TABLE: 8 SHOEUNG THE FELLING OF THE CUSTOMER BEING A TATA USERS

53

Customer Satisfaction OPTION GREAT NORMAL NONE TOTAL ANALYSIS: From the table 70% of them opted normal and 26 percentage of customers felling great being a customer of TATA . Only 4 % of them opted none.Customers are felling normal being a customers of TATA and some of them feeling great being customers of TATA. NO OF RESPONDENTS 52 138 10 200 IN PERCENTAGE 26 70 4 100

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GRAPH: 8
SHOWING THE FELLING OF CUSTOMERS BEING THE TATA COMPANY CUSTOMERS

54

Customer Satisfaction

80 70 60 50 40 30 20 10 0 GREAT NORMAL NONE

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TABLE: 9
SHOWING MOST LIKED FEATURES BY OTHER NETWORK USERS IN THEIR NETWORK.

55

Customer Satisfaction FEATURES USAGE CHARGE EASY ACCESS SERVICE RENTAL PLANS PHONE STYLE COVERAGE NO OF RESPONDENTS 16 19 30 24 8 30

INTERPREATATION:
from the table, most of them opted to the services and coverage provided by their network. And 24% of them liked rental plans, 19%of them opted for easy access. Only 8% of them liked their phone styles.Most of the customers liking services provided by the their company followed by their rental plans.

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GRAPH:9
SHOWING THE MOST LIKED FEATURES BY OTHER NETWORK USERS IN THEIR NETWORK

56

Customer Satisfaction

35 30 25 20 15 10 5 0
G ES YL E ST C NS VI C AR AC C PL A O VE R AG E ES S E SE R

CH

EA SY

TA L EN

SA G E

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TABLE: 10
SHOWING THE FACTORS THAT CONSIDER WHEN THEY TAKING A PHONE OF ANY NETWORK 57

PH O

NE

Customer Satisfaction

FEATURES INSTALLATION CHARGES COLOR SERVICE

NO OF RRESPONDENTS 14 7 28 15

USAGE CHARGE

INTERPRETATION:
From the table most of the respondents are seeing service of the company when they are purchasing phone or connecting to the network . 15% of the customers are seeing installation charges and usage charge. Most of the customers are considering service provided by the company when they are taking a connection.

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GRAPH: 10

58

Customer Satisfaction SHOWING THE PEATURES CONSEDERING BY THE CUSTOMERSWHEN THEY ARE CONNECTING TO THE NETWORK

30 25 20 15 10 5 0 COLOR INSTALLATION CHARGE SERVICE USAGE CHARGE

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TABLE: 11

59

Customer Satisfaction SHOWING THE WHAT VALUE ADDED FEATURES THEY WANT IN FUTURE IN TATA NETWORK.

FEATURES COLOR DISPLAY CONFERENCING FREE GROUP MESSAGES FREE CALLS WITH IN NETWORK INTRENET ON PHONE

NO OF RESPONDENTS 12 12 15 20 6

INTERPRETATION:
From the table most of the respondents wanting free calls with in the same network and they are wanting free group messages with in the same network. Most of the customers want the free calls with in the same network and free group messages with in the same network.

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GRAPH: 11

60

Customer Satisfaction SHOWING THE VALUE ADDED SERVICES TO THE CUSTOMERS, WITH ARE WANTING FROM THE TATA INDICOM.

25 20 15 10 5 0 CONFERENCING INTRENET ON PHONE FREE GROUP MESSAGES
61

COLOR DISPLAY

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FREE CALLS WITH IN NETWORK

Customer Satisfaction

CHAPTER -5 SUMMARY AND CONCLUSIONS

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SUMMARY
It is evident from the present study that the satisfaction of customers is good 62

Customer Satisfaction

Among the business people most of them like phone styles, Usage charge and services of the company.Employees are most like rental plans among all features. Most percentage of customer are not getting any problem, while low percentage of customer getting majorly billing problem. From the study , high percentage of customers is satisfied with service provided by the company. The percentage of SMS users in WALKY are very low Most percentage of customers felling Normal being a customer of TATA and low percentage of customers expressed Great Most of the customers opted for free calls with in the same network

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CONCLUSIONS

63

Customer Satisfaction  Present study shows that most of the customers switching to other network. Because of billing problem. This is because the customers are not aware of the billing procedure .  So it would be much better if the company make aware the customers regarding billing system.  Most of mobile users want free calls with in the same network. So if the company provide such value added services, there is possible that more customers the company can get.  The percentage of SMS users is very low .so it would better if company provides free message services with in the same network.  Due to there is no consistency in the schemes, customers are asking that schemes should be minimum of one year.  Most of the BSNL customers are shifting to the TATA because of phone Styles and Service provided by the company. It would be better if the company provide value added features then the company can get more no of customers.

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Customer Satisfaction

ANNEXURES

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65

Customer Satisfaction

QUESTIONNAIRE

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Customer Satisfaction

CUSTOMER SATISFACTION SURVEY
1) Which features business people like most in TATA indicom phone? (Rank then in order) I. II. III. IV. V. VI. VII. Usages charge Pulse duration Easy access Service Rental plans Phone style Coverage ( ( ( ( ( ( ( ) ) ) ) ) ) )

2) Which features students like most in TATA indicom phone? (Rank then in order) I. II. III. IV. V. VI. VII. Usages charge Pulse duration Easy access Service Rental plans Phone style Coverage ( ( ( ( ( ( ( ) ) ) ) ) ) )

3) Which features employees like most in TATA indicom phone? (Rank then in order) I. Usages charge ( ) II. Pulse duration ( ) III. Easy access ( ) IV. Service ( ) V. Rental plans ( ) VI. Phone style ( ) VII. Coverage ( )
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4) Is there any problem that you are facing with TATA indicom?

67

Customer Satisfaction Yes 5) IF YES What kind of problems do you face Billing Coverage Service Access Network 6) How do you feel about the services of TATAindicom?(Tick the name) Excellent ( ); Good ( ); Average ( ); Bad ( ) 7) How frequently do you use SMS services? Daily ( ) Frequently ( ); Rarely ( ); Never ( ) ( ) No ( )

8) How do you feel being a customer of TATA Greate ( ); Normal ( ); None ( )

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9) What features do you like in your phone?

68

Customer Satisfaction Usage charges Pulse duration Easy access Service Rental plans Phone style Coverage ( ( ( ( ( ( ( ) ) ) ) ) ) )

10) What factors are you considering .when you are purchasing a phone? Size Installation charges Colour Service Usage charges ( ( ( ( ( ) ) ) ) )

11) If you want to switch to TATA indicom what added features should ‘TATA indicom” provide than service provider ? colour display video conference free group message Internet access Any other………… ( ( ( ( ) ) ) )

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Customer Satisfaction

BIBLIOGRAPHY

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Customer Satisfaction

BIBLIOGRAPHY

Marketing Research

:

G C Beri

Principles of Marketing

:

Philip kotler & garry Armstrong Davied L Loudon & Albert j. Delta Bitta

Consumer Behaviour

:

Web Sites www.tata.com www.tatateleservices.com www.googlesearch.com

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