SUBHARTI INSTITUTE OF EDUCATION AND

MANAGEMENT

PROJECT REPORT

ON

“CUSTOMER SATISFACTION”

(TATA DOCOMO)

SUBMITTED IN THE PARTIAL FULFILLMENT OF REQUIREMENT

FOR THE AWARD OF THE DEGREE OF

“MASTER OF BUSINESS ADMINISTRATION”

Submitted by Under the Guidance of

RICHA DIXIT Mr. S.N. TIWARI

PREFACE

The project work entitled “A STUDY ON JOB CUSTOMER

SATISFACTION OF TATA DOCOMO” Job Satisfaction is the favorableness or

un-favorableness with which the employee views his work. It expresses the amount

of agreement between one’s expectation of the job and the rewards that the job

provides. Job Satisfaction is a part of life satisfaction. The nature of one’s

environment of job is an important part of life as Job Satisfaction influences one’s

general life satisfaction.

Job Satisfaction, thus, is the result of various attitudes possessed by an employee. In

a narrow sense, these attitudes are related to the job under condition with such

specific factors such as wages. Supervisors of employment, conditions of work, social

relation on the job, prompt settlement of grievances and fair treatment by employer.

However, more comprehensive approach requires that many factors are to be

included before a complete understanding of job satisfaction can be obtained. Such

factors as employee’s age, health temperature, desire and level of aspiration should

be considered. Further his family relationship, Social status, recreational outlets,

activity in the organizations etc.

Contribute ultimately to job satisfaction.

ACKNOWLEDGEMENT

A large number of individuals have contributed to project. This project is a humble attempt

to sketch done the contribution of all those persons who have directly or indirectly given

their precious time and help along with proper guidance for making this report in the

following shape.

First of all I would like to thank Mr. S.N. Tiwari, project co-ordinater

(manager H.R), TATA DOCOMO, MEEURT without whose permission project of TATA

DOCOMO would have been castle in the air.

Who always helped me and provided me relevant books and data in the subject to

enable to prepare the project. And also I would like to give thank to Mr.Janmejay sing, Asst.

Engineer (H.R) who’s supported to me, and my teacher Ms Shikha.

Lastly but not the least, I pay my gratitude to my parents, family members, friends,

faculty members of B.I.E.M and all executives of TATA DOCOMO, MEERUT for their

moral support and whole hearted co-operation in drafting this report.

Richa Dixit

CONTENT

Sr.No. Topic

Chapter 1 Company Profile

Chapter 2 Job satisfaction

DECLARATION

I, shalini verma student of third SEM B.I.E.M College

have completed the Project on ‘Customer satisfaction’ For

the Academic Year 2010-11.

The information given in this project is true to the best of my

knowledge.

Chapter 3 Objectives

Chapter 4 Research Methodology

Chapter 5 Observation & Findings

Chapter 7 Suggestions

Chapter 8 Bibliography

Chapter 9 Annexure

EXECUTIVE SUMMARYTATA DOCOMO is Tata Teleservices Limited's TTSL telecom service on the GSM platform arising out of the Tata Group's strategic alliance with Japanese telecom major NTT DOCOMO in November 2008. Tata Teleservices has received a pan-India license to operate GSM telecom services, under the brand TATA DOCOMO and has also been allotted

spectrum in 18 telecom Circles. TTSL and has already rolled out its services in various circles.

India is the fastest growing major mobile market in the world.Building on leading position in the market,TTSL. Aims to capitalize on the growth potential to significantly increase the subscriber base and market share. The telecomm sector is increasing day by day and the competition is getting more and tougher. Initially Tata service was providing CDMA and after tighup with DOCOMO they come up in GSM as TATA DOCOMO.

The project is about customer satisfaction for Tata Teleservices Limited with special Reference to GSM prepaid customer in Bhubaneswar. As the title suggest, how the customer is satisfied with the service of Tata tele service through GSM prepaid mobile.

The primary objective of this research project is to find the satisfaction level of GSM prepaid mobile user and to find out the reason why user prefer any particular technology. The second objective was to study the features of the technology.

The research was carried out in survey method. The data for this research was collected by two methods. Primary data was collected with the help of questionnaires and interviews. Different questionnaires were used for GSM and non existing users. Secondary data regarding company profile and GSM information was collected from internet. The sampling technique used was random sampling. The sampling size was 200 for each GSM, non existing user.Working for Tata tele service tough for a limited period was a pleasure for me not only because I worked for one of the largest company but also because I learnt a lot about Tata. I came to know about the different behaviors of the customers.

INTRODUCTION

Theoretical FrameworkCustomer Satisfaction

The 21-century belongs to the service sector. The customer of yesteryear was a silent person who uncomplainingly purchased the goods from the

market place. There is a new customer emerging today. Customer satisfaction can be defined as, customer satisfaction is the feeling derived by the consumer when he compares the actual performance of the product’s with the performance that he expects of it.

The measurement of the customer satisfaction typically begging when a company realizes that their customer s are the people who provide the revenues that, hopeful, will cover expenses. Most companies start by establishing a customer satisfaction baseline. Then they target year by year improvement.

Understanding customer requirement and delivering superior quality goods and services to achieve composer satisfaction lead to the retention and growth of the customer.

General Idea about the satisfied customer:

Satisfaction is a persona’s feeling of the pleasure or disappointment. It is resulting from comparing a product’s perceived performance with his or her expectations from it. Satisfaction is more of an emotional concept. Today organization are aiming at high satisfaction rather then at customer delight because customers who are just satisfied still find it easy to switch over when a batter offers comes along. Those who are highly satisfied are much less ready to switch over. High satisfaction or delight creates an emotional bound with the brand and customer starts looking at an offering emotionally and just rationally.

The aim of marketing is to meet and satisfy target customers needs and wants but knowing customer is never simple. Customer may state their needs and wants but act otherwise. They may not be in touch with their deeper motivations. They may respond to influential to change their mind at the last minute. Some of today’s most successful companies are raising expectation and delivering performances to match. These companies are aiming at TCS- Total customer Satisfaction.

Increasing competition (whether for-profit or nonprofit) is forcing businesses to pay much more attention to satisfying customers. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.

Customer Loyalty

These four factors will greatly affect your ability to build a loyal customer base:

Products that are highly differentiated from those of the competition.

Higher-end products where price is not the primary buying factor.

Products with a high service component.

Multiple products for the same customer.

Loyal Customers and Loyal Workforces

Building customer loyalty will be a lot easier if you have a loyal workforce-not at all a given these days. It is especially important to retain those employees who interact with customers such as sales people, technical support, and customer-service people. Many companies give a lot of attention to retaining sales people but little to support people.

The increasing trend today is to send customer-service and technical-support calls into queue for the next available person. This builds no personal loyalty and probably less loyalty for the firm. Before going this route, be sure this is what your customers prefer.

Instant Feedback

Recently, many organizations have implemented feedback loops that allow them to capture feedback at the point of experience. For example, National Express, one of the UK's leading travel companies invites passengers to send text messages whilst riding the bus. This has been shown to be useful as it

allows companies to improve their customer service before the customer defects, thus making it far more likely that the customer will return next time.

Listen to your customers.

Is there anything more exasperating than telling someone what you want or what your problem is and then discovering that that person hasn’t been paying attention and needs to have it explained again? From a customer’s point of view, I doubt it. Can the sales pitches and the product babble. Let the customer talk and show them that you are listening by making the appropriate responses, such as suggesting how to solve the problem.

TOOLS FOR TRACKING AND MEASURING CUSTOMER SATISFACTION

Complain and suggestion systems:

A customer centered organization makes it easy for its customer to deliver suggestion and complaints. Many restaurants and hotels provide forms for guests to report what they liked and disliked there. Some companies establish hot lines whit toll-free telephone numbers. Companies are also adding Web pages E-mail to facilitate two way communications

Satisfaction customer survey:

Studies show that although customers are dissatisfied with one out of every four purchases, less than 5 percent of dis satisfied customer will complain. Most customers buy less or switch over to other suppliers. Responsive companies measure customer satisfaction directly by conducting periodic survey s. They send questionnaires or make telephone calls to a random sample of recent customer.

Lost customers analysis:

Companies should contact customer who have stopped buying or who have switched over to another supplier to learn why this happened. Not only it is important to conduct exit interviews when customers first stop buying, but it is also necessary to monitor the customer loss rate.

PROMOTIONAL ACTIVITIES

Promotion is fundamentally a tool to help apprise consumers of products and services available to them. However, promotional activities today include various forms of advertising as well as promotional gimmicks such as dirigibles at football games, coupons, and frequent flier miles. The goal of

promotion is no longer simply product awareness, but brand awareness, product loyalty and even corporate image.

Many different promotions have come under criticism, particularly when they are judged to be illegal or unfair. Bait-and-switch refers to the practice of advertising one product at a low price, but having none of that product on hand when consumers arrive to make the purchase. Conveniently, this technique results in the seller having other, similar, more expensive products available.

Putting aside the issue of promotional activities that are illegal, there remain examples of promotions that may be unscrupulous, or perhaps merely prejudicial. The potential for this arises when promotional activities are not directly associated with the product or service that is ostensibly being promoted. As an example, Virginia Slims sponsored a women's tennis tournament for many years. The sport of tennis received the financial backing, and the cigarette was associated with a popular sport and received considerable publicity as its name was mentioned in legitimate sports coverage.

SOME WELL KNOWN WAYS OF PROMOTIONAL ACTIVITIES:-

Notes of Testimonials it gives the user a clear idea of how/what has been the feedback of previous users.

Press Releases of company/product.

Mention of awards/ social activity/ donations/ welfare activities.

Personalized features like address book, message boards, newsletter, newsgroups, mailing lists, e-mail, free space, chat room, cool pages, job vacancy, links to various channels (news, stock/gold prices, entertainment, sports, cultural)

Links to other sites respective to their field.

Ad-banners/ link exchange

Event promotion: taking advantage of upcoming festivals, concerts, events.

Promotional activities (gifts, discounts, free offers, coupons).

Multi Lingual site. If target audience is in other countries, than a web site in that country's language becomes a must.

Need of the study

The present study is beneficial to TATA Teleservicesas it provides an integrated compact and comprehensive report about response towards telecomm sector in particular and overall organization activities in general. It also helps the organization in analyzing the perception of individuals towards communication business.

OBJECTIVES OF THE PROJECT

The objectives of this study/project as follows:

To study customer satisfaction level regarding the product and the product must be known.

To study customer satisfaction level regarding the value added services. The usage of the value added services is to be know by the organization in order to implement new innovation in future services.

To study the customer satisfaction regarding the customer care services and after sales service.

To study the benefits that the product was offering that the competitors were not offering and to study if the customer were satisfied with the benefits.

SCOPE OF THE STUDY

The study was conducted in the city of Bhubaneswar to find out the level of customer satisfaction of Tata users.

The scope of the study only was confined to find out customer satisfaction.

The studies proceed only on the prepaid customers of Tata communication.

The scope of the study covered an in-depth analysis of the satisfaction of the customer in the city of Bhubaneswar.

The scope of the study is to analyze the brand preferences and consumer perception.

The scope of the study is also to know, what the customer expect from the company and what they provide.

PROMOTIONAL ACTIVITIES

Following Promotional Activities have been done:

Performed canopy activities and leaflet distribution for brand promotion as well as product promotion.

Hired persons (male & female both) for A+ category outlet for the promotion of product.

Leaflet distribution through newspapers.

Introduce GPRS pack to create demand in youngsters, eg. Rs. 10/day with 2GB downloads. Putting banners on auto rickshaw for product promotion.

Launched Bangkok trip for retailer on SIM card sales target achievement. (Target-1200 activation in two months; Bangkok trip either Rs.30, 000.)

Started lucky draw for customer for every SIM card purchased.

Created achiever club for retailers, that club will give discount on authorized restaurants and hotels in Rajasthan. For achiever club membership every retailer has to sale 200 Docomo SIM card every month.

COMPANY PROFILE

TATA DOCOMO is Tata Teleservices Limited's TTSL telecom service on the GSM platform arising out of the Tata Group's strategic alliance with Japanese telecom major NTT DOCOMO in November 2008. Tata Teleservices has received a pan-India license to operate GSM telecom services, under the brand TATA DOCOMO and has also been allotted

spectrum in 18 telecom Circles. TTSL and has already rolled out its services in various circles.

The launch of the TATA DOCOMO brand marks a significant milestone Indian telecom landscape, as it stands to redefine the very face of telecoms in India. Tokyo based NTT DOCOMO is one of the worlds leading mobile operators-in the Japanese market, the company is clearly the preferred mobile phone service provider with a 50 percent market share.

NTT DOCOMO has played a major role in the evolution of mobile telecommunications through its development of cutting-edge technologies and services. Over the years, technologists at DOCOMO have defined industry benchmarks like 3G technologies, as also products and services like the i-mode TM, mobile payment and a plethora of lifestyle-enhancing applications. Today, while most of the rest of the industry is only beginning to talk of LTE technology and its possible applications, DOCOMO has already started conducting LTE trials in physical geographies, not just inside laboratories.

DOCOMO is also a global leader in the VAS (Value-Added Services) space, both in terms of services and handset designs, particularly integrating services at the platform stage. The Tata Group-NTT DOCOMO partnership will see offerings such as these being introduced in the Indian market under the TATA DOCOMO brand.

TATA DOCOMO has also set up a 'Business and Technology Cooperation Committee, comprising of senior personnel from both companies. The committee is responsible for identification of the key areas where the two companies will work together. DOCOMO, the world’s leading mobile operator will work closely with Tata Teleservices Limited management and provide know- how on helping the company develop its GSM business.

Despite being a late entrant, Tata Indicom, TTSL's CDMA brand, has already established its presence and is the fastest-growing pan-India operator. Incorporated in 1996, Tata Teleservices Limited is the pioneer of the CDMA 1x technology platform in India. Today Tata Teleservices Limited, along with Tata Teleservices (Maharashtra) Ltd, serves over 37 million customers in more than 320,000 towns and villages across the

country offering a wide range of telephony services including Mobile Services, Wireless Desktop Phones, Public Booth Telephony and Wire-line Services.

HISTORY

NTT Docomo holds 26% share in the jointly formed company. It has also emerged as the first mobile operator in India to have re-introduced ‘per second’ pulse, after Loop Mobile (formerly BPL Mobile) discontinued their 'pay per second' service which was introduced in 2004.From October 2009 TRAI announced that TATA tele service is India's no.1 tele service brand

Tata Teleservices Limited spearheads the Tata Group’s presence in the telecom sector. The Tata Group had revenues of around US $75 billion in financial year 2008-09, and includes over 90 companies, over 3,50,000 employees worldwide and more than3.5million shareholders.

Incorporated in 1996, Tata Teleservices Limited is the pioneer of the CDMA 1x technology platform in India. It has embarked on a growth path since the acquisition of Hughes Tele.com (India) Ltd [renamed Tata Teleservices (Maharashtra) Limited] by the Tata Group in 2002. It launched mobile operations in January 2005 under the brand Tata.

Indicom and today enjoys a pan-India presence through existing operations in all of India’s 22 telecom Circles. The company is also the market leader in the fixed wireless telephony market with its brand Walky. The company has recently introduced the brand Photon to provide a variety of options for wireless mobile broadband access. The company’s network has been rated as the ‘Least Congested’ in India for last five consecutive quarters by the Telecom Regulatory Authority of India through independent surveys.

Tata Teleservices Limited now also has a presence in the GSM space, through its joint venture with NTT DOCOMO of Japan, and offers differentiated products and services under the TATA DOCOMO brand name. TATA DOCOMO arises out of the Tata Group’s strategic alliance with Japanese telecom major NTT DOCOMO in November 2008. TATA DOCOMO has received a pan-India license to operate GSM telecom services—and has also been allotted spectrum in 18 telecom Circles. The company has rolled out GSM services in 14 of India’s 22 telecom Circles in a quick span of under six months. The company plans to launch pan-India operations by the end of FY 2009-10.

TATA DOCOMO marks a significant milestone in the Indian telecom landscape, and has already redefined the very face of telecoms in India, being the first to pioneer the per- second tariff option-part of its ‘Pay for What You Use’ pricing paradigm. Tokyo based NTT DOCOMO is one of

the world’s leading mobile operators-in the Japanese market, the company is the clear market leader, used by over 50 per cent of the ountry’s mobile phone users.

Today, Tata Teleservices Limited, along with Tata Teleservices (Maharashtra) Limited, serves over 58 million customers in more than 410,000 towns and villages across the country, with a bouquet of telephony services encompassing mobile services, wireless desktop phones, public booth telephony, wire line services and enterprise solutions.

In December 2008, Tata Teleservices Limited announced a unique reverse equity swap strategic agreement between its telecom tower subsidiary, Wireless TT Info-Services Limited, and Quippo Telecom Infrastructure Limited-with the combined entity kicking off operations in early 2009 with 18,000 towers, thereby becoming the largest entity in this space-and with the highest tenancy ratios in the industry. The WTTILQuippo combine is targeting over 50,000 towers by the end of FY 2010-11.

SMS offers

AP - Pay for the First 3 Local SMS everyday and get the next 150 Local SMS free for the day.

KK - Pay for the First Local/ National SMS everyday and get the next 100 Local/ National SMS free for the day.

TN - Pay for the First 3 Local SMS everyday and get the next 750 Local SMS Free for day Pre-STD, ISD and National Roaming without rental.

Automatic alerts when your Balance is Low.

VISION

We will leverage our strength in executing complex global- scale projects to make leading edge information and communication services affordable by all individual consumers and business in India. We will offer unparalleled value to create customer delight and enhance business productivity. We will also generate value for our capabilities beyond Indian borders while enabling millions of India’s knowledge workers to deliver their services globally.

Market Competitors of Tata Docomo:-

Airtel

Reliance Communication

Idea

Aircel

Vodafone

SERVICES & NETWORK AVAILABLE:

Currently, Tata Docomo mobile services available in these following circles:

Bihar & Jharkhand

Tamil Nadu

Orissa

Andhra Pradesh

Karnataka

Kerala

Kolkata

Maharashtra & Goa

Madhya Pradesh

Chhattisgarh

Haryana

Chennai

Eastern Uttar Pradesh

Western Uttar Pradesh

Punjab

Rajasthan ,Recently Launched

Rest of West Bengal, Recently Launched.

MARKETING STRATEGY

Tata Docomo appears to be banking heavily on its tariff plans – the company is offering a 1 second pulse instead of the usual 1 minute pulse that other telecom operators are offering. This means that consumers are charged on a per second basis, instead of a per minute basis, and end up saving money on unused seconds. A nifty little application “How much can you really save” on Docomo’s website explains how this works. Rs. 0.01/second is a marked

change from the Re 1/min and Rs. 0.49/min charges that usually applies. Now while this plan might sound unique, it isn’t that it hasn’t been tried before: back in 2004, Tata Indicom had launched 1 second pulse plans, which going by their current plans, appears to have been shelved.

• Tata Indicom storms pr-paid market launches True Paid

• True Paid symbolizes the only "honest and transparent" pre-paid offering available In India.

• True Paid is India's first T-SIM based mobile service offering optimum value for Money.

• Tata Indicom launches 2 T-SIM-enabled and 4 non T-SIM-enabled handsets.

MARKETING MIX

4P’S OF MARKETING MIX :

Product

Price

Place

Promotion.

PRODUCT :

TATA DOCOMO having good range of services. Tata Docomo provides both postpaid and prepaid services. Tata Docomo having good quality network which provides clarity in voice.

PRICE:

It having attractive tariff plan: TATA DOCOMO having 1paisa /sec it is applicable for both prepaid and postpaid.

PLACE

It having good range of channels of distribution: As Tata already exist in this field of telecommunications as Tata Indicom. It has wide range of channels of distribution to sell TATA DOCOMO services.

PROMOTION:

Advertising: TATA DOCOMO following different style of advertising pattern in TV’s and newspapers. Due to that reason it was reaching public very fast.

ADVERTISING MEDIA CHANNELS:

India - Tata Docomo, the youngest among telecom players in India to offer GSM, is presently banking on its services to garner visibility and a share in the telecom pie. The launch of Tata Docomo also announced the intention of the brand to associate with the thought 'do'. Tata Docomo, for the first time in the country, offered pay-per-second billing; though other telecom

providers have followed suit since. The company has carried out a few adverts that highlight the brand's unique features and some other topical advertising during Ganesh Chaturthi and Diwali. The latest from the GSM provider is the 'Friendship Express' TVC. The ad opens inside train, where everyone is doing their own thing. A couple of the travelers don't like the solemn mood and start humming the Docomo tune. Slowly and steadily, others pitch in and soon most of the train is singing along. The ad ends with the super, 'Why walk alone when we can dance together'.

SWOT ANALYSIS

STRENGTH

WEAKNESS

OPPORTUNITIES

THREATS

STRENGTHS:-

First to introduce seconds’ tariff plan (seconds pulse)

Good brand image of Tata services

Having large variety of plans

Plans are affordable by any common person.

TYPE :

Pulse rate 1 sec

Price pack Rs.49

Validity life long

CALL RATES:

Local rates paisa/sec

Tata Docomo 1

Tata CDMA 1

Other GSM 1

Landline/CDMA 1

STD rates

Tata Docomo 2

Tata CDMA 2

Other GSM 2

WEAKNESS:-

Signal strength.

Postpaid connections are not available as of now.

Customer services are not satisfactory.

Concentrating only on rural areas.

OPPORTUNITIES:-

Have a great opportunity to expand its services.

To introduce any new plans for internet users.

Introduce 3G compatible services.

To introduce new combined plans like, SMS, Internet, Calling integrated offers.

THREATES:-

If signal strength is not increased it may lead to change in the network service by the customers.

Tata has to clarify whether this 1ps/sec will continue till its lifecycle.

Heavy competition from all other network providers.

RESEARCH DESIGN AND METHODLOGY

Research Description

A research design is the determination and start of the general approach and strategy adopted for a particular study or project. The research has undertaken a comprehensive plan of the sequence of operation for the descriptive study to achieve the research objectives with the arrangement of condition for collection and analysis of data.

Methodologies

The methodologies of the study are following:

Developing the problem and research objective.

Developing the research plan for collection information.

developing sequential questionnaire togeather or collect data.

Implementing the research plan- collecting and analyzing the data.

Sampling

The term sampling means a part of population or subset from a set of unit which is provided by some process or other usually by deliberate selection with the object of provided by some process or other usually by deliberate selection whit the object of investigating the properties of the parent population is impossible task hence sampling . The survey that is carried on using the given sample is called as survey there are methods of sampling used for different methods of sampling used researcher.

The concept of sampling can be explained with an examination of the tea testing when a person takes a sip of tea .He is actually testing the whole tea by testing of a part of it. In sampling instead of examining all the time only a few are examined as representation and the conclusion are draw.

Sampling Design:

In this research the convenience sampling is used which is essentially a non probability sampling. Here the researcher select the easiest members from which to obtain information and persuading them to become customer of the

company .The researcher used his judgment to select population member who are good prospect for the company. The respondent are surveyed as per their convenience those who can be the prospect for becoming customer.

Sampling Unit

This combines all those segment of the society who can be the prospects of becoming customer. Some of them are who come at web world to pay the bill and for some queries etc. each of them are being targeted as per the convenience residing in Bhubaneswar.

Sample Frame

Two different sets of Questionnaire were prepared for interviewing the prospects. The one was for the existing TATA customer and other for ordinary customers who were using the competitor’s service.

In total 200 questionnaires were completed who can be considered to be the prospect by the researcher.

Sample Size

The sample size of the respondents was taken as 200 considering the scope and constraints of the study.

The sample size selected for this study appears to be adequate.

SOURCES OF DATA COLLECTION.

The research was carried out with the help of types of data namely:

Primary Data:

In it we study various steps that are generally adopted by researcher in studying a research problem along with the methodology of research a long and

The method of data was the way of survey method. This is this is the process where first hand information was collected. The research derives it after completing certain activities. This process is highly time consuming and also expensive. Under the survey method of collecting primary data a detailed examination is carried out to go get the require data. This was done by personal interview of the respondents. For that, questionnaire is prepared and the person to be interviewed is questioned on its basis. The method adopted by me in this research was personal interview method. For this very purpose I had prepared the questionnaire the was directed towards the customer of Tata docomo prepaid mobile in jodhpur city. The basic reason to interview to know the satisfaction level of the TATA DOCOMO prepaid mobile users.

Secondary Data

The secondary data is readily complied data from statistical statements reports etc.The data can be obtained from either published or non published sources www.Tata docomo.com.

LIMITATION

Geographical Constraints

Sample size was restricted to Bhubaneswar as it was difficult to approach people outside that because of time constraint. So sample size was limited.

Improper decision- many respondent could not have sufficient time to answer/fill the questionnaire.

Inadequate information- some of the questions were not answered/ filled properly or accurately.

Time limitation- I had very less days time for project it was insufficient to reach every segment and prospect.

Limitation of the study

The study was limited to Tata docomo prepaid mobile user only.

The study was limited only to know the level of satisfaction of the prepaid Tata customer and no further action was taken to make them satisfied if they were not satisfied.

The study was limited to only for few days so each and every aspect of satisfaction could not be covered.

The management did not disclose the confidential data.

PRESENTATION, ANALYSIS ANDINTERPRETATION OF DATA

.

FINDINGS

It is found that TATA Teleservices is the first company to launch prepaid 1 pec. p/sec. services in the country.

The call rates are found to be at par with the other competitors.

The availability of the recharge voucher was found good. But some time it is not available.

Most of the respondents found the customer care service is not satisfactory.

Nearly all the respondents told that Quick Problem Solving is desirable quality in the customer care Executives.

The queries and problem of the customer were solved but not immediately, there is a scope for improvement.

More stress was given on customer acquisition then satisfying the Existing customers.

While conducting a survey it was found that still many people are not aware of the term GSM and CDMA even they basic difference between them.

The voise clarity of GSM is batter than CDMA. When CDMA phones are near any digital or magnetic instrument the poor crack due to interference and also cross connection problems are faced by some of the users.

GSM users are satisfied with good coverage strength anywhere.

Many people who are interested in internet connectivity and data transfer services get attracted to GSM . As internet connectivity and data transfer is cheaper with GSM.

It is found that international roaming facility is not so good as is should be. Supplementary facilities like call wait call forward, call hold, call divert, call conference is satisfied the users.

It is found that overall performance of GSM technology is good.

SUGGESTION

The availability of recharge voucher should be made available when required by the customers. As this give the good impression about the company.

The network coverage is another asset for the company’s image, which needs to be preserved in future.

The overall image of the customer care services was found to be good but with some loopholes related to delays in problem solving.

The company should be more prompt in handling the queries and problem of the customer, which is vary essential for the prepaid card so as to retain the customers with the company in future.

The customer care executives should be more efficient in handling the customer and also more friendly and polite their conversation ,while dealing with the customer.

After sales service is required to be maintained properly, which is not up to the mark.

Call rates is affordable so it should be maintained at this level.

Many people are using mobile, but majority of them are not aware of the technology they are using . many tine it happens that a person doesn’t know which technology satisfied his need. Hence awareness should be created among them regarding advantages and differences in the technology. Supplementary facilities like call wait, call forward, call hold, call divert, call conference should be made more effective to attract customers.

SUGGESTION AND RECAMANDATION

In the organization most of employees are satisfied with all the facilities provided by

company. But there are some employees also who are not satisfied with the company.

Management should try to convert unsatisfied employees in to satisfied employees.

Because if employee is not satisfied than the he is not able to give his 100% to his work

and the productivity of employee decrease. So management should try to satisfied his

employees because employees are the assets of the company not a liabilities.

CONCLUSION

After analyzing and interpretation of the various graphs and findings I have arrived at the conclusion that the overall satisfaction level of GSM prepaid customer is good. In some reference and in other they are not satisfied. As TATA communication is a brand name in itself so customer feel good for that and also expects a lot from that. And when their expectations don’t

match with company service, whatever they provide, they become dissatisfied.

For long run process brand image and price plays a vary important role in success and elements of brand equity are:

The awareness it enjoy, the advertising viewer ship it has the image or perceived quality in the mind of customer, advertising association and symbol. Successful development of brand equity that drives the mark position, persisting over long period of time and is capable of resisting competitors.

The new competition is not between what companies produce in their factories, but between what value they add to their products in the form of maximum customer satisfaction, after sales service etc.

I wish that company would achieve its goal with all their effort.

LIMITATIONS OF THE STUDY

Limitation are as follows-

Data collected is based on questionnaire.

The number of employees in BHEL,IP JAGDISHPUR is more, so sample size is

limited by 100.

The information collected by the observation method is very limited.

The result would be varying according to the individuals as well as time.

Some respondents hesitated to give the actual situation; they feared that management

would take any action against them

The findings and conclusions are based on knowledge and experience of the

respondents sometime may subject to bias.

BIBLIOGRAPHY

BOOKS:

Ashwathapa K., Human Resource Management (third edition), Tata Mc Graw Hill

Publication Company Ltd.

Chhabra. , T. N. Human Resource Management, Dhanpat Rai $Co(P)Ltd. India, ninth

edition.

Kothari C.R., Research Methodology, New Delhi; New Age International

Publication, second edition.

Web-Site:-

www.tatadocomo.com

www.google.com

ANNEXURE

Questionnaire

Personal details:-

Name:-

Address:-

Occupation:-

Gender: - Male ( ) Female ( )

Q1) Are you using mobile?

a) Yes b) No

Q2) Does it really matter whether you go for GSM or CDMA?

a) Yes b) No

Q3) How would you rate the voice quality of your GSM mobile connection?

a) Excellent b) Good

c) Average d) Bad

e) WorstQ4) How would you rate network coverage strength on GSM mobile connection?

a) Excellent b) Good

c) Average d)Bad

e) Worst

Q5) How would you rate supplementary facilities like call wait, call hold, call forward, all divert, call conference on GSM mobile connection?

a) Excellent b)Good

c) Average d)Bad

e) Worst

Q6) How would you rate international roaming facility on GSM mobile connection?

a) Excellent b)Good

c) Average d) Bad

e) Worst

Q7) How would you rate internet connectivity and data transfer service on GSM?

a) Excellent b) Good

c) Average d) Bad

e) Worst

Q8) How would you rate security and confidentiality regarding call theft on GSMmobile connection?

a) Excellent b) Good

c) Average d) Bad

e) Worst

Q9) How would you rate dual personal and business number facility on GSM mobile connection?

a) Excellent b) Good

c) Average d) Bad

e) Worst

Q10) How would you rate the price of your GSM handsets compared to CDMA?

a) Expensive b) same as CDMA handsets

c) Cheaper

Q11) How would you rate tariff rate of your Tata Docomo prepaid connection?

a) Excellent b) Good

c) Average d) Bad

e) Worst

Q12) How would you rate STD tariff plans of Tata Docomo communication?

a) Excellent b) Good

c) Average d) Bad

e) Worst

Q13) How would you rate the customer care service of Tata Docomo mobileconnection?

a) Excellent b) Good

c) Average d) Bad

e) Worst

Q14 How would you rate the overall performance of GSM technology based on your experience with it?

a) Excellent b) Good

c) Average d) Bad

e) Worst

Q15) According to you what is the biggest strength of GSM mobile?Voice clarity

cheaper internet facilities with less expensive handsets?

Cheaper handsets with more features.

Less chances of handset theft.

Q16) According to you what is the biggest weakness of GSM mobile?

Less flexibility of changing service provider.

International roaming very limited?

Q17) Based on your experience with GSM technology are you likely to recommend GSM technology to your friends and relatives who may be planning to purchase a new mobile?

a) Yes

b) b) No

c) c) can’t say

Q18) Do you think GSM will dominant in the future?

…………………………………………………………………………………………….Q19) Is Tata Docomo prepaid voucher easily available at retailer outlet?

……………………………………………………………………………………………r.