sanjeev pro-1

8/7/2019 sanjeev pro-1

1/11

A

PROJECT REPORT

ON

CUSTOMER SATISFACTION OF RELIANCE PREPAIDAND POSTPAID SERVICES IN THE PATNA CITY

AT

RELIANCE TELECOM COMPANY

SUBMITTED

TO

UNIVERSITY OF PUNE

IN THE PARTIAL FULFILLMENT OF THE REQUIREMENT

OFMASTERS DEGREE IN BUSINESS ADMINISTRATION(M.B.A)

BY

SANJEEV KUMARMBA (Marketing)

UNDER THE GUIDANCE OF

PROF. N.N.DIGHE

THROUGHAMRUTVAHINI INSTITUTE OF MANAGEMENTAND

BUSSINESS ADMINISTRATION, SANGAMNER, PIN-422608 (2007-2009)

31
http://www.rcom.co.in/


2/11

CERTIFICATE

This is to certify that the project report entitled To study customer satisfaction of

Reliance prepaid and postpaid services in Patna city for Reliance communication

Ltd. submitted in partial fulfillment of the requirement of Masters Degree in

Business Administration Programme of University of Pune, embodies the

bonafide work carried out by Mr. Sanjeev Kumar.

We find the work complete, comprehensive and of significantly high standard to

warrant its presentation for the purpose of MBA examination.

This is his original project work carried out under the guidance and supervision of

project guide.

We further certify that to best of our knowledge and belief the matter presented in

the project report has not been submitted earlier to this, or any other university

for the award of degree, diploma or any membership.

Project Guide Director

(Prof. N.N.DIGHE) (Dr .R.R.Berad)

Examiner

(University of Pune)

31


3/11

31


4/11

Acknowledgement

I am overwhelmed while expressing my sense of gratitude towards all those who

helped and guided me during the course of this project.

I feel immense pleasure in expressing my sincere and profound sense of

gratitude to PANKAJ KUMAR, Sales Manager of BIHAR and JHARKHAND circle

of Reliance communication for his inspiring and affectionate guidance, unending

kindness, constant encouragement and constructive criticism during the course

of summer project and in the preparation of this report.

.

I am very grateful to MR. NIRAJ SINGH (Sales Officer, Patna Region), Reliance

telecom, which had spread no pain in bringing out the project report in the

present form with their great and expert advice during the project period.

I would like to thank my college directorDr.R.R.Beradfor help my project.

I am immensely overjoyed to acknowledge my sincere thanks to my faculty guideMr. Londhe B.M., Mr .R.B.GAWALI, MR.N.S.BHAND, Professor A.I.M.B.A.

Sangamner, for providing necessary guidance during my summer project.

I would also like to thanks my family and my friends for their encouragementduring my project.

Special Thanks are always to all staff ofReliance telecom Company.

SANJEEV KUMARMBA (Marketing)

2006-2008

31


5/11


6/11


7/11

PREFACE

During the MBA program I came across management concepts, theories &

various models. This summer training provides us an opportunity to the

theoretical concepts & theories practically. This also exposes the students to themarket realities. Technologies are changing at fast rates. Customer satisfaction

& preferences are changing. Product life cycle is shrinking. There is cut throat

competition in the market. Every competitor is trying to attract the customers by

using innovative marketing tools and company services. Marketing strategies are

undergoing changes. Liberalization, privatization & globalization creates an

opportunities along with challenges. In the above vibrant & dynamic

environments, change has become essential. It compels the organization to

rethink, redesign & reformulate their marketing strategies, which adapt changes.

This is important for organization survival & growth.

In the light of above theory, the projects title which read customer satisfaction for

reliance telecom in Patna city becomes essential. How the market share results

in generating business for the company. Is it has an impact on present and

prospective sales of the company. Does it provide the relevant & adequate

information about the product, company etc. What are indicators that have a

major influence on the change in the market share of companys in a total

market? What is its significance? How it helps to formulate relevant marketing

strategies. All the above points encouraged me to understand these realities in

the practical world.

The work assigned to me during the summer project was to find out the Market

condition for Reliance telecom in Patna city. In this report the work is divided

under different topics such as

Introduction of the project, Company Profile, Industry Profile, Research Design &

Methodology, Theoretical Background, Analysis & Interpretation Data, Findings &

Suggestions, Bibliography and Annexure.

31


8/11

INDEXINDEX

31

ChapterNo.

Particulars Page

Introduction 1

01 Industry Profile 2-10

02 Company Profile 11-18

03 Product Profile 19-23

04 organization Profile 24

05 Theoretical Background of the Study 25-28

06 Research Methodology

6.1) Introduction to the Topic

6.2) Statement of Problem

6.3) Objective of the Study

6.4) Research Design:

i) Data Sources

ii) Data Collection Method

iii) Sample Design

6.5) Scope of the Study

6.6)Limitation of the Study

29-36

07 Analysis and Interpretation of Data 37-51

08 Finding, Suggestion and Conclusion 52-54

09 Annexure 55-56

10 Appendices10.1) Bibliography

10.2) Webliography 57


9/11

EXECUTIVE SUMMARY

The research conducted was descriptive in nature. Patna city segment was surveyed

to attend certain objectives. The survey was conducted to analyses satisfaction level

Of customer.

Random Sampling was used as the mode of collecting the sample. After the

Survey completed data was first sorted and then Analyzed on chosen parameters.

This analyzed data was later converted into forms of Graphs such as Pie Chart, Bar

Graphs etc.

This was done to make result easily comprehensible by anyone going through the

Report. This also made it easy to draw conclusion based on the research and provide

in a presentable format of the Customers. Later on this information was compiled in

the form of presentable and highly comprehensive report.

31


10/11

(a) Pure Research-: It is motivated by desire to know or

understand for the sake of knowing. The pure research

is also known as basic or fundamental research. It is not

concerned with solving any practical problem. It is

directed toward finding information that has a broad

base of application.

(b) Applied Research-: It is also known as action research. The aim of

applied research is to discover a solution for some practical problems. The

method used for this type of research is usually personal interviews and

survey methods. It is concerned with search for ways of using scientific

knowledge to solve practical problem.

(c) Exploratory Research-: It is quantitative research. This type of research

is useful in formulating hypothesis or testing hypothesis and theories. In

exploratory research, the assumption is that the researcher has little or no

knowledge about the problem or situation under study. It is the

investigation of relationships among variables survey without knowing why

they are studies. EX. - The literature survey, the experience survey.

(d) Descriptive Research-: It is also known as Non-experimental research. It

describes, records, analysis and interprets that exist. In this research, the

researcher has to try to link the relationship of dependent variables with

independent variables. Survey methods are used in descriptive research.

31


11/11

31

sanjeev pro-1

Documents