A Project report based on

CONSUMER 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

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Preface:

Quite frequently these days' people talk of practical knowledge, both in

academic institutions and outside. At each and 'every aspect in life werequire some sort of theoretical and practical knowledge too.

It means only classroom lecture may not be enough to get the properknowledge either in the business field or social .life.

Keeping all this in view, the present report has been written for' the'

Consumer behavior & ,perception in VODAFONE. iri the.' highly

competitive environment and to' study the consumer behavior toward's, '

VODAFONE.i am grateful to all those who have helped me in the

successful completion of this report.

I hope i have tried my level best in making this report. '

If there is any error, in this report iwant to apologies for that.

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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,INDEX

• INDUSTRY INTRODUCTION ',• COMPANY INTRODUctiON '

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• RESEARCH 'METHODOLO'GYa. PROJECT TITLEb. OBJECTIVE OF STUDY

LIMITATIONS OF STUDY '"c.d. IMPORTANCE ,OF STUDYe. RESEARCH DESIGNE

• ANALYSIS & INTERPREtATION• FINDINGS & SUGGESTION• BIBLIOGRAPHY

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• ANNEXURE (QUERTION'NAIRE)

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TELECOM INDUSTRYIn today's fiercely competitive telecom space where customers and businesses enjoyinstant access to' information ·through 'a wide range of products, Airtel UP East has percheditself on a leadership position by bringing about a knowledge shift from seller to buyer.

. This massive power shift could occur only because of Airtel UP East's ability to developflexible business models and strategies, as weJl as its ability to develop innovativesystems.

'It' is now a symbol of success, persistence, confidence and stability in the telecom sector,'. with a habit of hitting the bulls' eye-always. With the ever increasing demands ... - ' ... In the communication sector, it .had become imperative to create a platform for toshowcase the wide range of telecom products available to the customer.

,_.An the telecom-related businesses are moving' in· a rhythm. Beetel, the Bharti Teletechpart, has moved towards $500 million last year and could be $1billion in the coming year .

. We have a software company, which has crossed Rs.lOO crore. We will soon decide onwhat to do with the BPO because you either be a big player or not be there.Then we started the agriculture business with Rothschild. The scale up is quite massive.

By 2010, we had predicted $10 billion revenue. It could be $12-13 billion, of whichtelecom will form 75 percent. .

The major telecom players in India are Airtel, Hutch, Reliance, BSNL and Tata, There aresome regional players like Shyam telecommunications, HFCL, Spice etc;

The telecom sector continued to grow with an addition of million wireless subscribers inApril,2007 the total telephone users to 212.02 million and tele-density to 18.14% .The

v --- total subscriber base was 206.83 million while tete-density was 18.31 In March. Theindustry had added. 3.53 million wireless subscriber base, including GSM, CDMA andWLL (fixed), is 171.20 at the end of April, 2007.

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In the wire line segment, subscriber.base increased by 0.04 million in April to reach 40.82·million. But compared to the increase in the same period a year ago, there is a slowdownof 6.69 million, while 74.28 million wireless users have been added in the last one year.

Total broadband connections in the countryhas reached 2.43 million by the end of Aprilwithan addi~n of 0.13 million connections during the month, compared to 0.09 millionadded during March. . ..

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.The telecom .industry is regulating by TRAI (Telecom Regulatory Authority of India) in'co-ordination with DoT (Department of Telecommunications).

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TRAI (Telecom Regulatory Authority of India) has divided India into following' 23circles:

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Andhra PradeshAssamBihar &, Jharkhand .ChennaiDelhiGujaratHaryana

. Himachal PradeshJammu & Kashmir

. - Kamataka _.KeralaMadhya Pradesh & Chattisgarh

--.' Maharashtra & GoaMumbaiNorth EastOrissa ,PUnjabRajasthanTamil NaduUttar Pradesh(West)UP(East)West Bengal

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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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mSTORY OF THE ,COMPANY

Vodafone was formed in 1984 as a subsidiary of RacalElectronics PIc. Then known' as Racal Telecom Limited,'approximately 20% of the company's capital was offered, to the

, , : public in October' 1988.. It. was, fully 'demerged from,"Racal 'Electronics PIc and' became an independent company inSeptember 1991, at which time it changed its name to Vodafone "GroupPlc.

Following its merger with AirTouch Communications, Inc.CAirTouch'), the company changed its name to VodafoneAirTouch PIc on 29 June 1999 and, following approval, by' theshareholders in General Meeting,' reverted to its 'former name,Vodafone Group PIc, on 28 July 2008

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.About Vodafone Group' PIc'

.Vodafone Group pic (LSE:' VOD, NASDAQ: YOD) is aBritish multinational mobile network operator headquartered inNewbury, Berkshire, United Kingdom. Vodafone is the world's

. _.largest mobile telecoinmunication .network ~om1?any,.based ~n.revenue; and has a market. value 'Of about' £7l_.2 .billion(November 2009).

It currently has operations in 31 countries and partner networksin a further 40 countries. Based on subscribers, it is the world's

.second largest. mobile phone operator behind China Mobile,with over 427 million subscribers in 31 markets across 5continents as of 2009 .

In the. UK, its home ground, Vodafone has badlyunderperformed in the last few years due to brisk change inadministration. It has' slipped from first to third largest telecomoperator generating revenue of £4.9 billion from its 18.7 millioncustomers in 2008-09.

As of March 31, 2009, the company employs more than79,OOO.people worldwide. The name Vodafone comes from voice data{one, chosen by the company to "rerlect the provision or' voiceand' data 'services over mobile phones ". . .'

.Vodafone owns 45% of Verizon Wireless, the largest wirelesstelecommunications network in the United States,' based onnumber of subscribers.

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Founded1983 as Racal Telecom,

, independent 1991

HeadquartersNewbury, Berkshire, UnitedKingdom

Area served Worldwide

Sir John Bond, .... '. ..' '{Chairman} .... '

. ' Vittorio Colao, (CEO)John Buchanan(Deputy Chairman) ,Andy Halford(CFO) ,

Key people

Industry .Mobile telecommunications

Mobile networks,Telecom services, etc.Products

Revenue A £41.02 billion (20,08/09i1]

Operating income £ £5.857 billion (2008/09)fl]

Profit .~ £3.078 billion (2008/09)[11

I'Ja £15?? .bi~l~o~(2008/09ilJ

... £84.78 billion (2008/09)[1]

Total assets

~otal equity

Employees 79,000 (March - 2009i1]

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"VODAFONE PRODUCTS

• . Vodafone Postpaid offers: There are various postpaid offers.are available so that Vodafone subscribers' can choose the onethat fits them like talk' @ 20p with Vodafone Friends Circle,

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• Prepaid offers:~'

a) Talktime Offers like Chota Recharge, Filmy Recharge, fulltalk time offers, etc

b) Validity Offers like Lifel.ong Prepaid @ 47pc) Bonus Cards like Night Speak Bonus Card 21, Regional

STD @ 50p/min, etc.d) ,Tariff offers like all STD @ Re 1,etc

Vodafone Magic Box: Vodafone presents five' handsets withvarious features at really affordable prices.

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• Blackberry: Presenting the Blackberry® smart phone - theworld's most desired integrated communication device. Nowwith the Vodafone advantage. Experience all-in-one access toemails, mobile phone, organizer, and the, Internet. Stay,connected to your colleagues, customers, friends and family -from anywhere, anytime.

• Gulf Calling Cards: With the help of these cards thesubscriber can call anywhere in the Gulf at just Rs.6.99/min.

• Vodafone peo: Vodafone provides world class and hasslefree services to its pea subscribers and it's easy to install andrequires very less maintenance.

• International Services:

International ToU Free Services [ITFS]

~ International calls without hefty ron charges

) Useful for encouraging inbound calls

y Call charges borne by receiving party

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a) Home Country Direct,

• Call own country numbers by dialing short digit code andget connected

. • Avoid high roaming charges '

• Useful for overseas travellers

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• Call is 'charged .to home country number

Vodafone Handy phone': Introducing the landline that' sloaded with all the features of a cell phone - including ,low callrates. And Vodafone Handy phones aren't that expensive either. '

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• Home Calling Cards: Our Prepaid Home Calling Cardsallows international travelers from India to call home wheneverthey want, from over 100 countries. Features ofhome callingcards:• Payement in local currency- Indian Rupees(lNR)• Toll free access across 100+ countries,. Work across all access point- Fixed lines/Mobiles/Pay phones

• World Calling Cards: World Calling Card is a prepaid cardthat you 'can use with your Vodafone mobile phone to makeSrD & lSD calls. They even help you keep, a_tab on long- ,distance 'call expenses. Our Prepaid World Calling Cards allowsour customers to make domestic long distance International(ISD) and national (STD) calls from the Vodafone network toanywhere in the world' at economical rates.

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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, IP·MPLS '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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Domestic Services:

Data

Leased lines

• 50,000 Ian of pan-India Fiber-backbone• 25,000 km of DWDM backbone

," .' Dedicated, secure point-to-point Layer 1 circuits'. '• Private and secure' connection between customer locations

Voice: -

Domestic Voice Transport and Terminati.on

• Extensive countrywide network footprint, ,. High quality termination with consistent ASR / ACD

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Interconnect Arrengements:

, .. -Interconnects with all access providers• Constant planning and' monitoring of traffic levels and quality

C7 Signaling:

• Robust and extensive signaling platform• Failure proof network configuration with path diversity

.' , • Effective handling of IS UP as well, as seep traffic

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.:. Tunes & DownJoads

~ Callertunes~' Vodafone Music Junction~ Busy Message~ Ringtones

..' _."~:~Entertainment.

)0> Amar Chitra Katha~ Shaadi.com~ . Movies~ Music» Humour.

.:. Devotional

)- Bible 011 SMS» Gurbani» Pope~ Bhakti Sagar» Osho

.:. Sports

» Cricket» Vodafone Alerts Sports

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.:. News & Updates

» SMS Alerts Jobs)' News» Vodafone Flash~ Vodafone Alerts News'

.:. CaD Management .Servlees .

» Call Conference» Voicemail» Call Filter

, » Missed Call Alert .

.:.Astrology

.» Daily Forecast» Live Astrology» Tarot»Vaastu & Feng Shui tips

» Portfolio Tracker-» Stocks, Forex & Bullion»Mobile banking, Vodafone Alerts Finance

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> Train schedules'>Railway bookings»Flight status»Flight bookings»Jet Wallet

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.:+l\1ail, messaging & more ... .'.

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~VoiceSMS»BlackBerry'» Vodafone Mail» Yahoo! Mail & Messengery MSN @ Vodafone

.) Dial in Services

~ Cricket commentary);;> Cricket»Dil Say» Dial a bouquet» Live Counseling

.:. Bill Info

,. Ebill)' Itemised billing -» My Vodafone bill~ 'Vernacular bill»Duplicate bill

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.:.Miscellaneous

) Helpl> Dictionary) SrD /ISD codes

Demand is driven by technological innovation and by growth in'business activity .."ana..'consumer, .spending, The profitability ofindividual companies depends' on efficient operations and goodmarketiJig ..

Large companies have big economies of scale in providing ahighly automated service to large 'numbers of customers, andhave the financial resources required to build and maintain largenetworks.

Smaller companies' can compete effectively in small markets or. by providing 'specialty services. Due to a large degree ofautomation, average revenue per employee is a high at about$500,000.

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• Mobile Money Transfer Service

In March 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~Paisa was 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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As an operator of money transmission services, Vodafonebecame subject to anti-money laundering regulation and in July2008, it was revealed that it had deployed a sanctions and PEP ..(politically Exposed Persons)' screening solution fromDatanomic for weekly screening of 2.5 million customers inTanzania .

.• .Roaming .' . .. '. . .... ,.

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National Roaming: Roam across all major cities' and townswithout any rentals and at attractive rates.

International Roaming: Make and receive calls and SMS .·while you travel to any major country, at a nominal monthlyrent. To, activate, sms ACT IR to 144(toll free) before you.leave India.

'To make a call while roaming abroad, dial *121 * followed byOQ,thecountry code, the city code the phone number and the #key. To check your balance while roaming, dial *141*.or smsBAL to 140(toll free) .

GPRS Roaming: Browse the internet, send and receive .MMSand use other GPRS services while you roam nationally aswell as internationally in over 100 countries. . -

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• 24 Hours Vodafone'care

Happy to help: Whenever you need help we'll be .there ..

We are happy to help you 24*7

24hrs VodafoDe c·are:

Call:

)- 111(toll free) from your Vodafone mobile phone» 9828098280 from other phones}> Email: Vodafonecare.rai@vodafone.com}> Fax us:98280 98285

.Visit your nearest Vodafone store or .Vodafone ministore:

To find one near you, sms STORE <area name> <cityname> to' 1 1 1(toll free).

.Vodafone live:

Enter a world of fun and information on your Vodafone .GPRS'1110bile phone. 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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SWOT ANALYSIS

Strengths

• Operations in 16 circles covering86% of the India 's mobile

" " ',customer base " , , ,- ' ..• Diversified geographical p6rtfoIib

- with strong mobiletelecommunications operations

• Leading presence in India• Strategic alliances' with Apple

iPho'ne• Rising customer base• Owns its own towers from the

beginning

OPPORTUNITIES

. .' Highly competitive market• Emergence oflow cost brands• Extremely high penetration

rates in key European markets• European union reguiation on

cross-border 'cell phone usage,by customers

• Development of VOPcommunication

Weakness

• US business not nearly asstrong as European/rest of the

. world operations . 80% . of itsbusiness ls generated in Europe

Threats

• Focus on cost reductionsimproving returns

• Growth through 3G• Majority stake in Hutchison Essar

in India '• Research and development of new

mobile technologies

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·~ ETHODOLOGY ..v ' '

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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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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

I 36

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)

Sam pl. 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

,37 ,

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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 information

required from the consumers was deSigned. The region undertaken for the research Is. Jalpur (Raj.). Different areas selected for collection of data through questionnaire and

Interviews •

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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 was collected through primary sources.)' Names and addresses provided by the company distribution

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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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Reason for usinKVodafone

Users Coverage Billing Tariff' Others I .

plansPostpaid 20%' 40% .lO% 30%'MobilesPrepaid 30% . 26% 44%-Mobiles

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Reason~ For Using Postpaid Connections

• Coverage.8i11ngcTariff PlanaOthers

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• Coverage. • T.riff plans .oOthersn'Bllling

Observations:

30% 'of prepaid customer use Vodafone due to good Coveragefacilities and 26% use it for, tariff plans ..40% of the postpaid .

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.customer use it due to the billing facility,20%'user for coveragefacility.

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Observation:This graph shows the level of dissatisfaction and satisfactionresponse from the customers of Vodafone towards its different,services. From this research we found that high percentage ofprepaid mobile users are more satisfied than the postpaid mobileusers. This graph shows 20% of prepaid and 55% of postpaid

. jnobile usersarenot satisfieddue .to theproblem of customercare connection, connectivity and coverage.

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Phone Prepaid Postpaid

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Users Recommend Notrecommend

Prepaid Mobile 72.5% 27~5%

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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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aid,Mobile ,25% 75%

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FINDINGS AND CONCLUSIONS

. • 71% customers of VODAFONE are satisfied with the tariffplans provided by the company but rest of 17% of prepaid

, customers are dissatisfied from the tariff plan who are .. using monthly and lifetime connections and rest of 12%

,"" ., ., post paid -custcmers are dissatisfied because of paying high .. . rate on the network. .

• 24% customers ofVODAFONEare dissatisfied becausetheir expectations are not fulfilled i.e. the purpose forwhich they have purchased Vodafone was not solved ..Among these 24% customers.

., 12% prepaid users are dissatisfied because of the costlymonthly recharge' coupons. Remaining 12% postpaid users

. are dissatisfied because of hassles in bill payment.

• There are 76% VODAFONE customers who are ready 'to .suggest the services to another person because they arefully satisfied with the services of the company.

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.• 23% customers have complained about their problemsregarding their Vodafone. connection. to the company.Under this 23%, 11% prepaid users have complained andout of this 11%, only 6% customers got good response.from the company and' among the .12% postpaid customerswho lodged their complain, only 7% got their problemsolved by the company.

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• Many customers complained of improper deduction ofbalance from the Vodafone account and in many cases the'

, amount was not refunded. This led to dissatisfaction amongthe customers

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.SUGGESTIONS·

.• The main problem that the customers are facing is of network. .connectivity and coverage. In the study a large number of

samples have asked to improve these two services as theyhave to face a lot-many problems due to-lowconnectivity and .coverage. if the company improves these two facilities then it .will get huge success in the Jaipur city .

• Mostly the customers face the problem of. customer careconnection. Through this problem of connectivity customergets dissatisfied as he/she wants different information aboutthe different schemes and also to complain about their'problems to the company. Because of poor customer careconnectivity the customers are very much dissatisfied. So thecompany should improve this facility for the customers andget loyalty from them. .

• The customers who called in the customer care department .always found it engaged. This led to dissatisfaction amongthe customers. This may be due to less number of people inthe customer care department. This problem can be solved byemploying more staff. .

e Many customers complained of i1.11fH vper deduction of balancefrom their Vodafone .account and in many cases the amount

.was not refunded. This led to dissatisfaction among thecustomers. The company should inform. the customer afterreceiving any subscription demand and should give him/hersubscription only after a confirmation message is received.

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This may avoid improper deduction of balance from thecustomer's account. ,,' .

• Company should also increase its advertisement activities andsales promotion activities. This will help in increasing the,subscriber base of the company as it will encourage newcustomers to take a Vodafone connecti OD and at the sametime motivate the existing subscriber to continue their·Vbdafone-servicts.· . .. ... .: ..._.. :". ' . "'-

. ..... This will also help in keeping the customers fully aware about

the latest schemes launched by the company.• Company should give the information about the different

schemes which are launched in the market through messagesto their existing customers but this should be done only whenthe customer demands such information .

• Company should issue recharge coupons of low rates for the. monthly users of prepaid connections. Because of high rates

of recharge coupons the monthly customers are dissatisfied.The company should launch monthly recharge uf200/- and150/- instead of 345/- because its competitors are providingmonthly recharge at lower rates.

• Company should also improve its mobile handsets and shouldoffer 1110recoloured handsets iu lh~ market, it will also lead 'to more competition in the market which in turn will help thecustomer in getting a better product at a better price .:

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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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The company should provide its customers with new .andinnovative services such as:

) Starting e-top up ofVodafone}> Serving the customers or solving the queries of the customers. on the internet also, This would be a good' and new way to. remain in touch with customers .

.) Attending public.complaints and taking them seriously.»More accuracy in billing.) Timely reminding the existing customers ebout their due

payment, new schemes and instructions about the schemewhich they. are following.

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WhOID they have sold the products and services.)- Printing of local calls on the hill.

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• Work oriented programmes and seminars should be organizedfor the lower staff inorder to make them respond promptlyand sincerely to the grievances of the customers, . .

• I hope my suggestions would work positively for the company... . to improve its services in real terms and the .company may be,. ableto add new customers to its customerbase and to retain

the existing customers and to gain their loyalty. '

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LIMITATIONS OF THE STUDY

There are certain limitations of the project which are highlightedas under:

..~ Sample size 1OQ is not the real Indicator of the total .. ... .population of the city like Jaipuras Vodafone has '.'thousands of customers in the city. So hundred customers

. are not sufficient to represent the whole' population.

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~ Lack of time.

~ Most of the Vodafone users in Jaipur were not willing tofill the questionnaire and so they were not cooperativeduring the survey. '.'

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BIBLIOGRAPHY

WEBSITES' REFERRED :-

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• www.vodafone.in

• www.google.com

• www.yahoo.com,. www.wikipedia.org, ' .' . .,

8 W'NW.msn.com

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

• Marketing Management - Philip, Kotter

• Marketing Management - Anti Mehta Kothari

• Guidance from the facu'lty of the college

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QUESTIONAIRE

VODAFONE SERVICES LIMITED

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Age Group: a) 15>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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,3. \Vith comparison to other, what is your opinion about the tariffplan ofVodafone? '

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a) Vodafone to Vodafone free

b) Coverage

c) Billing

d) Tariff Plan

e) Other

5. Is Vodafone fulfilling your expectation forwhat purpose

, you had purchased it?

a) Yes b) No.. ,

6. If no then what kind of problem you are _facing?

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a) Yes b) No'

8. Are you fully aware of the vivid schemes of this.phone

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a) Yes . b) No

9. Have you evercomplained aboutthe problem you faced

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a) Yes . b)No

10. If did, then what was the response?

i1..Would you like to remain with Vodafone in future?

b) No. .

12. Do. you want to give any suggestions toimprove Vodafone

services?