A Project report based onCONSUMER BEHAVIOUR & PERCEPTION IN

VODAFONE

Submitted To

The University of Rajasthan

In partial fulfillment of paper-6 for award of B.B.A degree

Supervised By :-

Dr.Kumkum Rathore

Assistance Professor of bus. Admn.

University Maharani college

2012-2013

University maharani's college, Jaipur

AKSHAYTypewritten textMaharishi Arvind Institute of Science And Management

AKSHAYTypewritten textJaipur

AKSHAYTypewritten textIn Partial Fulfillment of requirement for aware of Bachelor Of Business Adminstration(BBA) IV Semester 2013-14

AKSHAYTypewritten textSUBMITTED BY:ABHAY SINGH RATHOREBBA SEMESTER IV

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Acknowledgement

Behind every achievement lies a sea of gratitude of those who have

extended there support and without whom it would never have come

into existence.

I am thankful to my family for their helping, cooperating, guiding,

advising and encouraging me without which this project would not

have been seen the light of the day.

I wholeheartedly thank to my friends and teachers for their effort in

making this project more presentable.

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INTRODUCTION TO VODAFONE ESSAR. LIMITED

Vodafone Essar is the Indian subsidiary of Vodafone Group andcommenced operations in 1994 when its predecessor Hutchison,'Telecom acquired the cellular license for Mumbai. The companynow has operations acrossthe country with over 94', 14'million, customers.'_ .... ,Over the years, Vodafone Bssar, under the Hutch brand, hasbeen named the 'Most Respected Telecom Company', the 'BestMobile Service in the country' and the 'Most Creative and MostEffective Advertiser of the Year'.

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Vodafone Group is the world's leading international mobilecommunications corporation. It currently has equity interests in31 countries across 5 continents and 40 partn~ networks withover 333 million proportionate customers worldwide. The Essar .Group is Vodafone' s principal partner in India ..

The Bssar Group is a diversified business corporation with abalanced portfolio of assets in the manufacturing and servicessectors of Steel, Energy, Power, Communications, ShippingPorts & Logistics, anti Projects. Essar employs more than 50,000people across offices in Asia; Africa, Europe and the Americas

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Economical STDIISD calling upto 30% cheaper thanMobiles/Pay phoneslFixed line

. Seamless usage across all Vodafone India circles 24*7 Vodafone care-Our customer care support Balance- validity check available through SMS .Wide range countries- Locations specific cards Simultaneous calls by multiple users High value corporate cards

'. . F:ull talk value (less.of service ~).. ... .. . . .... .

LONG DISTANCE BUSINESS SERVICES

Long Distance Network

Our Long Distance Network is a carrier class, IPMPLS 'networkthat can support multiple services. Our Long Distance, NGNClass4 network uses hi-performance soft-switches with highcapacity media gateways for interconnecting to roM networks.It uses Session Border Controller for VolP interconnects. Thenetwork core and 'edge are based on robust and proven IP..MPLS .technology. We've spread our Domestic Long Distance Networkacross India with 23 POPs across ali teiecom circles .

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Mobile Money Transfer Service

InMarch 2007, Safari COM, which 'is part owned by Vodafoneand the leading, mobile communication provider in Kenya,launched a mobile payment solution developed by Vodafone. r

, .... ., M,..PES.Ais aimed a.t mobile customers who do not have, a bank" account, typically because they do not have access to a bank or 'their mcome is insufficient to justify a bank account.

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OTHER SERVICES

The M~PESA system allows customers to deposit and withdrawcash via local agents, and transfer money to other mobile phoneusers 'via SMS.By February 2008" the M-PESA money transfersystem in Kenya had gained 1.6 million customers andVodafone announced that it was to extend the service toAfghanistan.

The service here was. launched on the Roshan network under'the brand M-Palsa with a different focus to the Kenyan service.'M~Paisawas targeted as a vehicle for microfinance institutions'(MFI) loan disbursements and repayments, alongside business tobusiness app1icat~ons such as salary disbursement.'

The Afghanistan launch was followed in April 2008 by, the'announcement of further a' further launch of IvI-PESA inTanzania, ,

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Email: Vodafonecare.rai@vodafone.com}> Fax us:98280 98285

.Visit your nearest Vodafone store or .Vodafone ministore:

To find one near you, sms STORE to' 1 1 1(toll free).

.Vodafone live:

Enter a world of fun and information on your Vodafone .GPRS'1110bilephone. Choose from a range of services likeNews on stock market, sports, tashion, movies, music andmore. You .can also download wallpapers, music andmobile games, check your email, chat with friends, andsearch forinformation using live search. To activateVodafone live Isms ACT VL to' 144(toll freej.To deactivate, SIllS CAN VL to 144(tollfree)

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REASERCH METHODOLOGY

Definitions:1. Research is the systematic investigation to establish facts or collect information on a

pre-decided subject.2. Methodology is the specification of the system of principles and techniques used in

a particular discipline

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...p~velopth~r~~h plan

Figure. Research Process

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Research methodology is the way to systematically solve the research problem .It may be understand as a science of studying how research is done scientifically. In it Istudy the various steps that are generally adopted by a researcher in his researchproblem along with the logic behind them. It is necessary for the researcher to know notoriy the research method but also the methodology.

I not only talk off research method but also consider the logic behind themethods. The use in aonduct of my research study and explain why I am using a

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particular matter for technique and why I am using others. So those research results are

Capable for being well evaluated by others

RESEARCH DESIGN-

Research design is the -arrangement of conditions for collection & analysis in a manner

that aims to combine relevance to the research purpose with economy in procedure:Research design involves a general plan of how to go about answering the researchquestions set keeping in mind the research objective.

Research Instruments: ..A complete questionnaire is prepared on the basis of consumer behavior & satisfaction.with regard to radial types.

The questionnaire was designed keeping the following point I question in mlndi-

Is the question required?

Has the respondent experienced the situation desaibed in the question? Is the question testing the respondent's memory?

Is the respondent likely to remember such information?

Will the respondent part with the information voluntary?

Can a single question be fragmented into small but multiple questions for betterunderstanding?

Sampling Plan: -Sample method: Non-probability sampling (random & stratified)

Sampl. Size: Sample size was 100.

A definite plan was drawn up for obtaining a sample fromdifferent areas of educational institute of Jaipur. Thus sample size has been determined

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using a particular method. The availability of resources in terms of infrastructure of field

force. Time and cost was also taken into account.The process involved breaking up the various types educational institute of Jaipur city.This division was made in such a way that each one major area of education get place

in the study, be it; technical or professlonal or other area of study. There; by each ofthese areas of study sample were drawn randomly or by stratified sampling.

Sample Design: -A sample design is a definite plan for obtaining technique or procedure. The researcherwould adopt in selecting items for the sample.

Types of sample design: - Random sampling: - In random sampting, each of the population has a deflnite

reassigned probability of being selected In the sample.

Stratified sampling: - Under stratified sampling the population is divided intoseveral sub population (strata) that are individually more homogeneous than thetotal population & then select items from each stratum to constitute a sample.

Data collecti()n: -

Since the study. undertaken by me is descriptive research, I have concentrated onprimary data through survey and collection secondary data.

Source of data collectlon:-Data is collected from two methods: -

Primary data: The questionnaire for data collection according to the informationrequired from the consumers was deSigned. The region undertaken for the research Is

. Jalpur (Raj.). Different areas selected for collection of data through questionnaire andInterviews

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Secondary data: - Secondary data is collected from books, newspaper, magazine and

websites.

SAMPLING ERRORS:While interpreting the results Ikept in mind the potential errors. Two sources of

errors are random sampling error, which arises due to the fact that the sample may notbe a true representative of the population, and non-sampling error which comes upbecause of faulty coding, untruthful responses, respondent fatigue etc.

LIMITATIONS IN RESEARCH:

All research papers have its own limitations in terms of methodology and theresources available for its conduct. This study is no exception to it and has been carriedunder following limitation:-

.:. Some of the respondents were not forthcoming with information as they thought itto be a waste of time

:. A number of respondents were biased towards a particular brand, which wasgiving them better returns .

:. Some of the respondents were not available so, contacted person was not abfeto present a fair view .

> Respondenfs lack of Ume to give information and their casual attitude was a bighindrance in the study.

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Data Collection:

)' Data was collected through primary sources.)' Names and addresses provided by the company distributionteam and by mends.

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Research "instrument:, Questionnaire

Type ofguestionnaire: Structured

Types of questions:

a) Multiple choice questions

b) Open-ended and close-ended .

Area covered: Jaipur city

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.' Types of services that is used by the customers

Phone Prepaid Postpaid

Mobile 60% 40%

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Recommendation of the company to another person by thecustomers:

Users Recommend Notrecommend

Prepaid Mobile 72.5% 27~5%

Postpaid mobile 'i, -, 77.5% 22.50/0 .. , . . '. ' .. . ' .. ... - . .

prepaid - postpaid

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Observations:

,Through this research we found the satisfaction level ofdifferent of different services. This graph shows thatthe

, . . .percentage of prepaid mobile user is more dissatisfied with the :service of Airtel. ' '

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. Sample awareness about vivid schemes of Airtel

Users Awareness Not awareness

Prepaid Mobile 50% 50%

Postpaid mobile 45% 55%

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Users complained Not complained'

aid,Mobile ,25% 75%

tpaid mobile 17.5% 82.5%

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Company should also give the facility to the existing .' .. . customers of prepaid connections to change their schemes on

their existing number only. This facility will be verybeneficial for the labourers and the middle class people .

v.:"' ...... _. COUlP~Y shouldlaunch schemes such as Vodafone to ..

\.../ "., .' .Vodafone free unlimited only on two numbers, This will helpG ' in solving the network problems.

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)- Printing of local calls on the hill.

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JBIBLIOGRAPHY

WEBSITES' REFERRED :-

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www.vodafone.in www.google.com www.yahoo.com,. www.wikipedia.org

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........_... .. BOOKS REFERRED :-

Marketing Management - Philip, Kotter

Marketing Management - Anti Mehta Kothari

Guidance from the facu'lty of the college

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a) 1-4 months'---'.. . b) 58 months

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25 .b) 25>35 c)35>45. .. ... . -' .. ~. ." .. .. ... ...... . .... .. ..

d) 45:>55 _.,e) ~bo~e'55' ' ..

occupation: a) Business b) Professional c) Student

. d) Service e) Others

Area of Residence: --------1. What type of phone and connection you are using presently?

I) Prepaid mobile . II) Postpaid mobile

2. Since how long you have got this connection?'

c) 1 year,d) more than 1year

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