General: Customer Satisfaction Towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli
GENERAL INTRODUCTION
Explore some of the ways in which modern telecommunications are have transformed the world in which we live. They have had a huge impact on government, business, commerce, transport, culture and relationship-changes that seems to be accelerating. As we stand at the beginning of the 21st century, there are four main trends that are shaping the world of telecommunications, media and entertainment. Those trends are digitalization, convergence, fragmenting audiences and the growth of the internet. Today communication has been modernized, from the telegraphic communication into pocket sized mobile communications. This communication plays very crucial role to connect the people from the different places within seconds at any time, at any place in the world. In this 21st century people are taking any marketing decisions by mobile communication. It also helps the company to advertise their products and services within less time. Reaching more people, with cost. It helps not only in business; it covers all the other activity, which take place. So no person can live without communication in the present competitive world.
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Telephone system in India

Indias telephone system, like many other aspects of
telecommunications, is in government sector, under the control of the ministry of information and broadcasting. The modernization of the telephone system in India has been under way since 1986 when mahanagar telephone Nigam, a government corporation was established to operate system in Bombay and New Delhi and videsh sanchar nigam, also government owned, was set up as the overseas carrier. Progress was slow, how ever the rest of the department of telecommunications until 1994 when basic telephone services were open to private-sector competition.
This work is done basically to understand the Hagaribommanahalli Customers behavior towards Idea service in the cellular communication network and to know the factors when compared it with competitors networks. This study enables us to know the consumer preference, behavior and satisfaction towards Idea in Hagaribommanahalli.
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NEED FOR THE STUDY:

Consumer behavior is to do with the activities of individuals in ebraining and using the goods and services. The victory of any business until depends (or) rests on the consumers who are willing to pay for the product / services offered by that company. The firm must be aware of the market, consumer wants well in advance of production and the consumer wants must be monitored continuously for the success over competitors. The study of consumer behavior is must to adjust the 4 Ps (PRODUCT, PRICE, PLACE and PROMOTIO) of marketing mix in the light of changing nature of consumer behavior.
OBJECTIVES OF THE STUDY:
To study the existing market share of the Idea service in the cellular communication network. To know the various influencing factors, this made them to hold this Idea. To know the consumer opinion on the various features provided by Idea. To suggest for the better prospects in the market.
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RESEARCH DESIGN
This thesis uses market survey approach to collect the information from the consumers on Mobile / Cell phone. This market survey approach is emphatically in nature. Market survey can be described as an activity, the Results of which are useful in increasing the ability of the market in Decision making. As market survey helps the management in decision making, it has gained importance in the marketing field.
METHOD OF DATA COLLECTION:

PRIMARY DATA:
The primary data work collected by personal interviews through a questionnaire. Because of its simplicity reliability questionnaire method was choose. Interpretation can also be done correctly, by the questionnaire method. This is because the method is much helpful in factors such as obtaining choices helping responding to understand the significance of the product so that they answer their best ability.
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SECONDARY DATA:
The secondary data were collected through broaches, books, old reports, magazines, newspapers and other publications.
SAMPLING DSIGN:
Sample size: 100 consumers of Idea service.
Sample Unit: Hagaribommanahalli consumers of Idea service.
Geographical area of study:

Market survey is carried out in Hagaribommanahalli i.e., Vinayak Nagar Bhapuji Nagar Shanthi Nagar Khaji Pet
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SCOPE OF THE STUDY:

This work enables us to have a clear understanding about the consumer behavior, towards the various futures services provided by the Idea in Hagaribommanahalli. Due to time and other constraints, the study was limited to Hagaribommanahalli only. The findings and recommendations given in the report may not hold good for other cities. There could be biases in the responses, which were avoidable to some extent. It is seen that these biases wont affect the recommendations and findings of the study.
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LIMITATIONS:
The study is confirmed selected sample areas in Hagaribommanahalli. It is known that consumer psychology differs from place to place. So the report is prepared based on the collected information in the sample area and it may differ from other places report.
survey. their views.
The time is limited which is not sufficient to do
Some of the consumers are not wiling to give
The bias of the respondents.
As market survey helps the management in decision making, it has gained importance in the marketing field.
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THEORETICAL BACKGROUND
INTRODUCTION OF MARKETING
Definition of marketing:
A social definition shows role of marketing society. One marketer said that marketings role is to Deliver a higher standard of living. Here is a social definition serves our purpose: Marketing is a social process by which individuals and groups obtain what they need and that through creating, offering and freely exchanging products and services of value with other. A managerial definition says that, marketing has often been described as: The art of selling products;, but the people are surprised when they that the most important part of the marketing is to selling! Selling is the only tip of marketing iceberg. According to peter ducker a leading management theorist puts in this way: There will always one can assume, be need for some selling. But the aim of marketing is to make selling superfluous. The aim of marketing is to know and understands the customer so well that the product or service fits him and sell itself. Ideally, marketing should result in a customer who is ready to buy. All that should be needed then is to make the product or service available.
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When Sony designed its walkman, when Nintendo designed a superior video game, When Toyota introduced its Lexus automobile; these manufactures were swapped with orders because they had designed the right product based on careful marketing homework.
MARKETING STRATEGY OR MARKETING MIX Meaning:

The marketing mix is the set of marketing tools is the firm uses to pursue its marketing objectives in the target market. A successful marketing strategy must have marketing mix as well as large market for which the marketing mix prepared, Combination of a number of devices or types of marketing activities that the co-ordinates into a single marketing program to reach particular target. The combination of these marketing methods or devices is known as marketing mix.
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Mc carthy classified these groups into four broad groups that he called for ps marketing mixes are: 1. product 2. price 3. promotion 4. place
Product :
A tangible object or an intangible service that is mass produced or manufactured on a large scale with a specific volume of units. Intangible products are service based like the tourism industry & the hotel industry or codes-based products like cell phone load and credits. Typical examples of a mass produced tangible object are the motor car and the disposable razor. A less obvious but ubiquitous mass produced service is a computer operating system. Packaging also needs to be taken into consideration.
Price :
The price is the amount a customer pays for the product. It is determined by a number of factors including market share, competition, material costs, product identity and the customer's perceived value of the product. The business may increase or decrease the price of product if other stores have the same product.
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Place :
Place represents the location where a product can be purchased. It is often referred to as the distribution channel. It can include any physical store as well as virtual stores on the Internet.
Promotion:
It represents all of the communications that a marketer may use in the marketplace. Promotion has four distinct elements: advertising, public relations, word of mouth and point of sale. A certain amount of crossover occurs when promotion uses the four principal elements together, which is common in film promotion. Advertising covers any communication that is paid for, from cinema commercials, radio and Internet adverts through print media and billboards. Public relations are where the communication is not directly paid for and includes press releases, sponsorship deals, exhibitions, conferences, seminars or trade fairs and events. Word of mouth is any apparently informal communication about the product by ordinary individuals, satisfied customers or people specifically engaged to create word of mouth momentum. Sales staff often plays an important role in word of mouth and Public Relations (see Product above).
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Broadly defined, optimizing the marketing mix is the primary responsibility of marketing. By offering the product with the right combination of the four Ps marketers can improve their results and marketing effectiveness. Making small changes in the marketing mix is typically considered to be a tactical change. Parm Bains says making large changes in any of the four Ps can be considered strategic. For example, a large change in the price, say from $19.00 to $39.00 would be considered a strategic change in the position of the product. However a change of $130 to $129.99 would be considered a tactical change, potentially related to a promotional offer.
The term 'marketing mix' however, does not imply that the 4P elements represent options. They are not trade-offs but are fundamental marketing issues that always need to be addressed. They are the fundamental actions that marketing requires whether determined explicitly or by default.
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A figure showing marketing mix
Product Variety, Quality Designer, Quality Feauters, Brand Name, Packaging sizes, Services Warranties, Returns Target Customer Intended Positioning
Price List Price Discounts Allowances, Payment, Period, Credit
Promotion: Advertising, Personal Place: Channels, Coverage Assortments, Inventory, Logistics Locations, Transportation, Selling, Sales, Promotion, Public relation
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Customer Satisfaction
Whether the buyer is satisfied after purchaser depends on the offers performance in relation to the buyers expectations. In general, satisfaction is a persons feeling of pleasure of disappointment resulting relation to his or her expectations, if the performance falls short of expectations, the customers dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectations, the customer is highly satisfied or delighted.
The link between customer satisfaction and customer loyalty is not proportional. Suppose customer satisfaction is rated on a scale from one to five. At a very low level of customer satisfaction (level one), customers are likely to abandon the company and even bad-mouth it. At levels two to four, customers are fairly satisfied but still find it easy to switch when a better offers comes along. At level five, the customer is very likely to repurchase and repurchase and even spread good work of mouth about the company. High satisfaction or delight creates an ambitioned bond with the brand or company, not just a rational preference.
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A formal approach to this customer-focused marketing mix is known as Four Cs (Commodity, Cost, Channel, Communication). Koichi Shimizu proposed a four Cs classification in 1973. The four elements are:
1.
Commodity:
The product for the consumers or citizens. Not product out.
2.
Cost :
Producing cost, selling cost, purchasing cost and social cost.
3.
Channel:
Flow of commodity: marketing channels.
4.
Communication :
Marketing communication: It doesn't promote the sales.
The Four Cs can be compared to the Four Ps. This system is basically the four Ps renamed and reworded to provide a customer focus. The four Cs Model provides a demand/customer centric version alternative to the wellknown four Ps supply side model (product, price, place, promotion) of marketing management. This is a part of 7Cs Compass Model.
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Robert F. Lauterborn proposed a four Cs classification in 1993. The Four Cs model is more consumer-oriented and attempts to better fit the movement from mass marketing to niche marketing. The Product part of the Four Ps model is replaced by Consumer or Consumer Models, shifting the focus to satisfying the consumer needs. Another C replacement for Product is Capable. By defining offerings as individual capabilities that when combined and focused to a specific industry, creates a custom solution rather than pigeon-holing a customer into a product. Pricing is replaced by Cost reflecting the total cost of ownership. Many factors affect Cost, including but not limited to the customer's cost to change or implement the new product or service and the customer's cost for not selecting a competitor's product or service. Placement is replaced by Convenience. With the rise of internet and hybrid models of purchasing, Place is becoming less relevant. Convenience takes into account the ease of buying the product, finding the product, finding information about the product, and several other factors. Finally, the Promotions feature is replaced by Communication which represents a broader focus than simply Promotions. Communications can include advertising, public relations, personal selling, viral advertising, and any form of communication between the firm and the consumer. The Four Cs model has been criticized for simply being nothing more than the Four Ps with different points of emphasis. In particular, the Four Cs inclusion of customers in the marketing mix is criticized, since customers are a target of marketing, while the other elements of the marketing mix are tactics. The Four Cs also excludes numerous strategies for product development, distribution, and pricing, while assuming that consumers want two-way communications with companies.
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Characteristics affecting consumer behavior
Culture
` The set of basic values, perceptions, wants, and behavior learned by a member of society from family and other important institution.
Subculture
A group of people with shared value systems based on common life experiences and situation.
Social classes
Relatively permanent and ordered divisions in the society whose members share similar values, interest and behaviors.
Reference group
Two or more people who interact to accomplish individual or mutual goals.
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Family buying decision:
Depending on the production and situation, individual family members exert different amount of influence.
Role of status:
A person belongs to many groups-families, clubs, organization. The person position in each group can be defined in terms of both role and status.
Age and life cycle stage:
People change the goods and services they buy over their life times.
Occupation:
A persons occupation affects the goods and services bought.
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Economics situation:
A persons economic situation will affect product choice.
Life style:
People coming from the same subculture, social class, and occupation may here quite different lifestyle. Life style is the persons pattern of living as expressed in his or her psycho graphics.
Personality and self-concepts:
A persons distinguishing psychological character istics that lead to relatively consistent and lasting responses to his or her own environmental.
Motivation:
Motivators researchers collect in depth information from small samples of consumers to uncover the deeper motives for their product choice.
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Perception:
The process by which people select, organize, interpret information to form a meaningful picture of the world.
Learning:
Changes in individual behavior arising from experience.
Belief:
A descriptive thought that a person holds about something.
COMPANY
PROFILE
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INTRODUCTION:
We were incorporated as Birla Communications Limited on March 14, 1995 and granted a certificate of commencement of business on August 11, 1995. Our registered office was in Mumbai, Maharashtra. Our name was changed to Birla AT&T Communications Limited on May 30, 1996 following the execution of a joint venture agreement dated December 5, 1995 between AT&T Corporation and Grasim Industries Limited pursuant to which the Aditya Birla Group held 51% of our Equity Share capital and AWS Group held 49% of our Equity Share capital. Our registered office was transferred from Industry House, 1st Floor, 159 Church Gate Reclamation, Mumbai 400 020, Maharashtra to Suman Tower, Plot No. 18, Sector 11, Gandhinagar 382011 Gujarat on October 22, 1996. With effect from January 1, 2001 following our merger with Tata Cellular Limited the joint venture agreement between AT&T Corporation and Grasim Industries Limited dated December 5, 1995 was replaced by a shareholders agreement dated December 15, 2000 entered into between Grasim Industries Limited on behalf of the Aditya Birla Group, Tata Industries Limited on behalf of the Tata Group and AT&T Wireless Services Inc. on behalf of the AWS Group following which our name was changed to Birla Tata AT&T Limited on November 6, 2001. Consequent to the introduction of the Idea brand, our name was changed to Idea Cellular Limited on May 1, 2002. The AWS Group exited from the Company on September 28, 2005 by selling 371,780,740 Equity Shares of the Company, which constituted 50% of the holding of AT&T Cellular Private Limited in our equity share capital, to ABNL and by transferring the remaining 371,780,750 Equity Shares to Tata Industries Limited. The Tata Group ceased to be a shareholder of the Company on June 20, 2006 when Tata Industries Limited and Apex Investments (Mauritius) Holding Private Limited (formerly known as
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AT&T Cellular Private Limited) sold all their shares in the Company to the Aditya Birla Group. On October 26, 2006, P5 Asia Investments (Mauritius) Limited (P5 Asia) acquired 14.60% of our Equity Share capital. Under a Governance and Exit Rights Agreement dated October 23, 2006 between P5 Asia, ABNL and Birla TMT, so long as an initial public offering has not occurred and P5 Asia holds no less than 10% of our Equity Shares, ABNL and Birla TMT are required to procure that: (a) Our Company and its Subsidiaries shall not take or pursue any of the following actions without P5 Asias prior consent (such consent to be obtained in a board and/or shareholders resolution) including in respect of:
(i)
Any merger with, acquisition of, or amalgamation or consolidation with another company or business. Assuming or permitting to exist any borrowings or indebtedness in the nature of borrowings if the amount of all such borrowings of our Company and its Subsidiaries would exceed Rs. 6,800 million. Entering into a new line of business.
(ii)
(iii)
(iv) Increasing our authorized or issued share capital or, (v) Entering into a joint venture and (b)Our Company makes available to P5 Asia certain financial information relating to our Company and its Subsidiaries such as monthly management accounts, quarterly unconsolidated balance sheet and profit and loss account and the annual audited consolidated balance sheets and
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profit and loss accounts. P5 Asia also has a right to appoint one director to our Board so long as it holds at least 10% of our total issued and outstanding Equity Shares. Mr. Biswajit Subramanian has been appointed to our Board by P5 Asia pursuant to the exercise of the above right. In addition, any IPO of our Equity Shares requires P5 Asias written consent, and, further, in any such IPO, P5 Asia has the right to offer for sale such number of Equity Shares representing up to 10% of the total Equity Shares which are held by it. By its letters dated December 2, 2006 to ABNL and Birla TMT, P5 Asia has given its written consent for the Issue and has confirmed that it does not intend to offer for sale any of the Equity Shares held by it in such Issue. We, either directly or through our Subsidiaries, provide mobile services in the Andhra Pradesh, Delhi, Gujarat, Haryana, Kerala, Madhiya Pradesh, Maharashtra and Uttar Pradesh (West) Circles, and have recently launched services and as such are in the process of fully rollingout our network in the Uttar Pradesh (East), Rajasthan and Himachal Pradesh Circles pursuant to licenses issued by the DoT.
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MAJOR EVENTS:
The chronology of key events of the Company from incorporation is set out below:
1995:
Incorporated as Birla Communications Limited obtained licenses for providing GSM-based services in the Gujarat and Maharashtra circles following the original GSM license bidding process.
1996:
Changed name to Birla AT&T Communications Limited following joint venture between Grasim Industries and AT&T Corporation.
1997:
Commenced operations in the Gujarat and Maharashtra Circles.
1999:
Migrated to revenues share license fee regime under New Telecommunications Policy (NTP).
2000:
Merged with Tata Cellular Limited, thereby acquiring original license for the Andhra Pradesh Circle.
2001:
Acquired RPG Cellular Limited and consequently the license for the Madhya Pradesh (including Chattisgarh) Circle. Changed name to Birla Tata AT&T Limited.
2001:
Obtained license for providing GSM-based services in the Delhi Circle following the fourth operator GSM license bidding process
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2002:
Changed name to Idea Cellular Limited and launched Idea brand name Commenced commercial operations in Delhi Circle Reached the one million subscriber mark
2003:
Reached the two million subscriber mark
2004:
Completed debt restructuring for the then existing debt facilities and additional funding for the Delhi Circle, Acquired Escotel Mobile Communications Limited (subsequently renamed as Idea Mobile Communications Limited) Reached the four million subscriber mark. First operator in India to commercially launch EDGE services.
2005:
Reached the five million subscriber mark, turned profit positive won an award for the Bill Flash service at the GSM Association Awards in Barcelona, Spain Sponsored the International Indian Film Academy Awards.
2006:
Became part of the Aditya Birla Group subsequent to the TATA Group, transferring its entire shareholding in the Company to the Aditya Birla Group. Acquired Escorts Telecommunications Limited (subsequently renamed as Idea Telecommunications Limited). Restructuring of debt Launch of the New Circles Reached the 10 million subscriber mark
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Received Letter of Intent from the DoT for a new UAS License for the Mumbai Circle. Received Letter of Intent from the DoT for a new UAS License for the Bihar Circle through Aditya Birla Telecom Limited. ABNL, the parent of Aditya Birla Telecom Limited, pursuant to a letter dated November 22, 2006, agreed to transfer its entire shareholding in Aditya Birla Telecom Limited to the Company for the consideration of Rs. 100 million.
2008

IDEA comes to Punjab, Karnataka Idea Cellular and TM International to acquire Spice Group stake in Spice Communications and merge Spice with Idea
2009
Spectrum allocation for Assam, Northeast, Jammu & Kashmir and West Bengal service areas IDEA expands in North East; launches services in Meghalaya IDEA covers Assam under its national GSM network IDEA enters Kolkata & West Bengal IDEA enters Orissa, as it expands nationally
2010
Issue and allotment of equity shares pursuant to Scheme of Amalgamation of Spice Communications Limited De-Merger of Telecom License for Bihar service areas and Telecom assets from ABTL to Idea Auction of 2.1 GHz band (3G Spectrum)
2011
Idea rings in the Power of 3G
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Main Competitors
Rank 01 02 03 04 05 06 07 08
Company Bharati Airtel Vodafone Essar Idea BSNL Aircel Reliance Telecom MTNL Loop Mobile
Total
Total Subscribers 116013951 88607607 55905178 55186967 29354370 14607614 4508251 2595454 366779392
Market Shares 31.63% 24.16% 15.24% 15.05% 8.00% 3.98% 1.23% 0.71% 100%
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Location Details - Idea Cellular

Location Type Registered Office Address Suman Tower Plot No. 18 Gandhinagar - 382011 Gujarat - India Phone : 66714000 Fax : 23232251 Email : [email protected] Corporate Office Internet : N.A. 11/1, Sharada Center Off Karve Road Pune - 411004 Maharashtra - India Phone : M - 9850003222, Fax : 9850003999 Email : [email protected] Registered Office Internet : N.A. Suman Tower, Plot No. 18, Sector-11 Gandhinagar - 382011 Gujarat - India Phone : 66714000 Fax : 23232251 Email : [email protected] Internet : N.A.
Corporate Office
Windsor, 5th Floor, Off CST Road, Near Vidya Nagari, Kalina, Santacruz (East) Mumbai - 400098 Maharashtra - India
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Phone : 66820000 Fax : 66820499 Email : [email protected] Corporate Office Internet : N.A. Windsor, 5th Floor, Off CST Road, Near Vidya Nagari, Kalina, Santacruz (East) Mumbai - 400098 Maharashtra - India Phone : 66820000 Fax : 66820499 Email : [email protected] Internet : N.A.
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KEY PEOPLE
Board of DirectorsMr. Kumar Mangalam Birla (Chairman) Smt. Rajashree Birla Mr. Himanshu Kapania (Managing Director) Mr. Arun Thiagarajan Ms. Tarjani Vakil Mr. Mohan Gyani Mr. Gian Prakash Gupta Mr. R.C. Bhargava Mr. P. Murari Ms. Madhabi Puri Buch Mr. Biswajit A. Subramanian Dr. Rakesh Jain Mr. Sanjeev Aga Mr. Juan Villalonga Navarro Dr. Hansa Wijayasuriya (Alternate to Mr. Juan Villalonga Navarro)
Corporate Leadership Team

Mr. Himanshu Kapania - Managing Director Mr. Ambrish Jain - Deputy Managing Director Mr. Akshaya Moondra - Chief Financial Officer Mr. Anil K Tandon - Chief Technology Officer Mr. Prakash K Paranjape - Chief Information Officer Mr. Navanit Narayan - Chief Service Delivery Officer Mr. Vinay K Razdan - Chief Human Resources Officer Mr. Rajat K Mukarji - Chief Corporate Affairs Officer Mr. Rajesh K Srivastava - Chief Commercial Officer Mr. P Lakshminarayana - Chief Operating Officer, Corporate Mr. Sashi Shankar - Chief Marketing Officer Mr. Subbaraman Iyer - Chief Operating Officer, National Enterprise Business
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Circle Heads
Mr. T. G. B. Ramakrishna - Chief Operating Officer, Andhra Pradesh Mr. Monishi Ghosh Senior Vice President - Operations, Bihar Mr. Sanjeev Govil - Chief Operating Officer, Delhi & Haryana Mr. Arul Bright - Chief Operating Officer, Gujarat Mr. Siva Ganapathi - Chief Operating Officer, Karnataka Mr. Vinu Verghese Senior Vice President - Operations, Kerala Mr. Rajendra Chourasia - Chief Operating Officer, Maharashtra & Goa Mr. M. D. Prasad Chief Operating Officer, Mumbai Mr. Sunil Tolani - Chief Operating Officer, Madhya Pradesh & Chattisgarh Mr. Anish Roy - Chief Operating Officer, Punjab, J&K and Himachal Pradesh Mr. Puneet Krishnan - Senior Vice President - Operations, Rajasthan Mr. M. Srinivas - Senior Vice President - Operations, Tamil Nadu & Chennai Mr. Rajesh Naik - Chief Operating Officer, Uttar Pradesh (East) Mr. Naozer Firoze Aibara - Chief Operating Officer, Uttar Pradesh (West) Mr. Sudhir Pradhan - Chief Operating Officer, WB & Kolkata, NESA & Orissa
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Idea plans
Idea Cellular Limited (Idea) today announced that it will be acquiring the Spice Group stake of 40.8 per cent in Spice Communications Limited (Spice) at a price of Rs. 77.30 per share. It will also make a payment of approximately Rs. 5,440 million to the Spice Group as non-compete fee. Idea and Telecom Malaysia International (TMI) along with their affiliates and associates (as persons acting in concert), will make an Open Offer for an additional 20 per cent stake in Spice. The Open Offer will be made at a price of Rs. 77.30 per share. The boards of Idea and Spice have also approved the merger of Spice into Idea through a Scheme of Arrangement under Section 391 to Section 394 of the Companies Act, subject to finalization of the Scheme of Arrangement, the approvals of the respective shareholders, creditors and the respective High Courts of Gujarat and New Delhi, and TMI intends to support this merger. The swap ratio has been determined by M/s. SSPA & Co. and M/s Khimji Kunvarji & Co. at 49 shares of Idea for every 100 shares of Spice. Idea will make a preferential allotment to TMI of 464.73 million equity shares at a price of Rs. 156.96 per Idea share representing 14.99 per cent of Idea's equity capital post allotment. The primary benefits of this transaction are: Idea gains entry in the contiguous wireless markets of Punjab and Karnataka, which account for 11 per cent of India's total wireless subscribers
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Spice, a pioneering operator, delivers a strong running start in Punjab and Karnataka million subscribers as of 30 April 2008, equivalent to a 15.1 per cent market share in the two service areas No. 2 wireless operator in Punjab with a 22.3 per cent market share Idea to consolidate its position with its all-India subscriber market share increasing from 9.5 per cent to 11.1 per cent. Importantly, Idea would be No.1 in three service areas, in the top three in five more service areas, and with a rapidly improving share in all its other operating service areas Idea's operations in the 900 MHz GSM spectrum band will increase from the current seven service areas to nine service areas, driving scale economies and operational synergies resulting in lower operating and capital expenditure TMI, an emerging leader in Asian telecommunications with over 44 million subscribers and a presence in 10 countries, will grow its presence in the Indian telecom sector and become a substantial shareholder in Idea. The primary benefits of TMI's investment into Idea are:
Idea is currently rolling out operations in Mumbai, Bihar, Orissa, and Tamilnadu (including Chennai) service areas, and will also roll out in the remaining service areas of Kolkata, West Bengal, Assam, North East and Jammu and Kashmir, after receipt of spectrum. This investment will support Idea's aggressive growth plans. Idea and TMI will develop areas for business co-operation to leverage TMI's strong presence in 10 principal Asian markets, including
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neighboring countries like Sri Lanka and Bangladesh where TMI is a market-leader. TMI's experience of operating 3G in similar markets will be of value to Idea, as also the convergent interests of the two companies in areas extending from international traffic to roaming, to mobile value added services etc. Idea and TMI would sign a Business Co-operation Agreement to this effect. Mr. Kumar Mangalam Birla, Chairman, Idea Cellular Limited said, "This announcement marks a major step in the Aditya Birla Group 's telecom business. Idea has performed strongly, but I believe its best lies ahead. Idea will benefit operationally by leveraging synergies with TMI which will be a significant shareholder in our company. Further, I look forward to welcoming colleagues from Spice into the Idea family, and indeed the over 100,000 strong Aditya Birla Group. Together we aim to grow a top class organisation in the service of our subscribers." Mr. Sanjeev Aga, managing director, Idea Cellular Limited said, "The strategic import of this move travels beyond Punjab and Karnataka. By the end of the year the Idea yellow will increasingly colour the Indian landscape." DSP Merrill Lynch acted as the financial advisor to Idea while Bharucha & Partners acted as legal advisors. Lazard was the financial advisor while Norton Rose and Crawford Bayley acted as legal advisors to TMI. About Idea Cellular A leading GSM mobile services operator, Idea Cellular has licenses to operate in all 22 service areas of India with commercial operations in 11 service areas. With a customer base of over 26 million, Idea Cellular runs Page no. 36
operations in Delhi, Himachal Pradesh, Rajasthan, Haryana, Uttar Pradesh (East), Uttar Pradesh (West) & Uttaranchal, Madhya Pradesh & Chattisgarh, Gujarat, Maharashtra & Goa, Andhra Pradesh, and Kerala, holds spectrum for Mumbai, Bihar, Orissa, Tamil Nadu (including Chennai), and Karnataka, and licenses for the remaining six service areas. With the planned launch of services in Mumbai, Bihar and Jharkhand in Q3, and Orissa and Tamil Nadu (including Chennai) towards the end of the calendar year, Idea's footprint will soon cover approximately 90 per cent of India's telephony potential. Idea is listed on the National Stock Exchange (NSE) and the Bombay Stock Exchange (BSE) in India. Idea Cellular is a part of the US $ 28 billion Aditya Birla Group, India's first truly multinational corporation. The Group has a market cap in excess of US $ 31.5 billion, operates in 20 countries, and is anchored by 100,000 employees belonging to 25 nationalities. More information on the company is available at: www.ideacellular.com and on the Group at: www.adityabirla.com About Spice Communications Limited Spice was incorporated as Modicom Network Private Limited on 28 March 1995 as a private limited company. Spice subsequently became a deemed public company under Section 43(1A) of the Companies Act, 1956 of India with effect from 1 April 1999 and its name was changed to Modicom Network Limited. Spice assumed its present name via a fresh Certificate of Incorporation dated 3 December 1999. With the addition of the word Private in Spice's name under Section 43(2A) of the Companies Amendment Act, 2000 of India, Spice's name was changed to Spice Communications Private Limited with effect from 28 October 2003. On 28 December 2006, Spice was converted into a public limited company and Page no. 37
assumed its present name. Spice currently offers mobile telecommunication services in the Punjab and Karnataka states of India. As of 30 April 2008, Spice had 4.4 million subscribers representing a 1.7 per cent market share in India, and was the second and fifth largest mobile telecommunication service provider within the Punjab and Karnataka circles, respectively. Spice was listed on the Bombay Stock Exchange Limited on 19 July 2007, and on the National Stock Exchange of India Limited on 16 June 2008. About TM International TM International is an emerging leader in Asian telecommunications with significant presence in Malaysia, Indonesia, Sri Lanka, Bangladesh and Cambodia. In addition, the Malaysian-grown holding company has strategic mobile and non-mobile telecommunications operations and investments in India, Singapore, Iran, Pakistan and Thailand. The group's mobile subsidiaries and associates operate under the brand name Celcom in Malaysia, XL in Indonesia, Dialog in Sri Lanka, AKTEL in Bangladesh, HELLO in Cambodia, Spice in India, M1 in Singapore, and MTCE in Iran (Esfahan). Listed on Bursa Malaysia, TM is among the top 10 biggest public listed companies in Malaysia by market capitalisation, and the first listed pan-Asian pure cellular service provider in the region. The group, including subsidiaries and associates, has over 44 million mobile subscribers in Asia, putting it among the largest mobile telecommunication providers in the region by turnover. The group has approximately 13,000 people under employment in 10 countries. For more information on TMI visit: www.tmigroup.com
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Important information All company data relating to Spice Communications Limited is based on Spice Communications Limited information. Market data is based on information from the Cellular Operator Association of India (COAI) and the Association of Unified Telecom Service Providers of India (AUSPI). Cautionary statement regarding forward-looking statements This press release contains certain forward-looking statements with respect to our expectations and plans, strategy, management's objectives, future performance, costs, revenues, earnings and other trend information, including statements relating to expected benefits associated with the transactions contemplated herein, plans with respect to these transactions, and expectations with respect to long-term shareholder value growth and the actions of credit rating agencies. Forward- ooking statements are sometimes, but not always, identified by their use of a date in the future or such words as anticipates", aims", due", could", may", should", will", expects", believes", intends", plans", targets", goal" or estimates". By their nature, forward-looking statements are inherently predictive, speculative and involve risk and uncertainty because they relate to events and depend on circumstances that will occur in the future.
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ANALYSIS & INTERPRETATION

DATA ANALYSIS AND INTERPRETATION The present study on the topic CUSTOMER SATISFACTION TOWARDS IDEA COMMUNICATION is confined to the selected areas in Hagaribommanahalli. A population of 50 respondents was identified on the basics of list of Idea service consumers provided by the Idea outlets and remaining respondents were identified from the source of my friends and neighbors. These respondents consist of business people, professionals, students house wives and others. DATA ANALYSIS: Quantitative analysis: The data is collected through questionnaire with regard to perception of respondent toward responses were analyzed quantitatively by tabulating the responses for each factor with the help of finding the mean and its percentage. Qualitative Analysis: The data collected checked for its relevance whenever and where necessary in order to maintain the perfection with the results being presented. The data collected through questionnaire regarding the purpose of approval and positive and negative aspects of existing system were analyzed quantitatively and inferences were summarized.
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I have conducted a general survey on CUSTOMER SATISFACTION TOWARDS IDEA COMMUNICATIONS IN HAGARIBOMMANAHALLI, By taking the sample of 50 Idea users.
1.
Table showing the age group of different respondents Age Below 20 years 20-30 years 30-40 years Above 40 years Total Respondents 10 20 15 05 50 Percentage 20% 40% 30% 10% 100
Analysis: The 40% of respondents belong to the age group of 20 30 30% of respondents are between 30 - 40 20% of respondent are below 20 years 10% of the respondents are above 40 years. Graph: 1 Graph showing age group of respondents
Inference:
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From the above analysis, it can be said that the youngsters are more attracted towards Idea in Hagaribommanahalli.
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2. Table showing the qualification of different respondents Particulars Below SSLC SSLC PUC Graduation Post Graduation Illiterates Total Respondents 00 02 18 16 12 02 50
Analysis: 36% of respondents belong to the PUC level 32% of respondents belong to the Graduation level 24% of respondents belong to the Post Graduation level 4% of respondents belong to SSLC level 4% of respondents belong to Illiterates. Graph: 2 Graphs showing the qualification of different respondents
Inference: From the above analysis it can be said that the people who have finished their PUC are more attracted towards Idea.
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3 Table showing the Occupation of different respondents Occupation Student Employee Business men Profession House wife Others Total Analysis: 34% of the respondents are employees 28 % of the respondents are students 14 % of the respondents are house wives 10 % of the respondents are others 8 % of the respondents are business men 6 % of the respondents are Professions Graph: 3 Graph showing the occupation of different respondents Respondents 14 17 04 03 07 05 50
Inference: It can be said that Idea network is attracted towards employees segment to a greater extent.
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4. Table showing the customer opinion towards their needs. Needs Necessity Prestige Style Others Total Analysis: 64 % of the respondents are using for their necessity 24 % of the respondents are using for other purpose 08 % of the respondents are using for their prestige 04 % of the respondents are using for their style Graph: 4 Graph showing the customer opinion towards their need. Respondents 32 04 02 12 50
Inference: From the above table we can see that majority of the respondents are using mobile for necessity.
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5. Table showing sources that influenced the respondents to know about the brand. Means of information Advertisement Press media Television Radio Family/friends Neighbors Total Respondents 30 0 14 0 2 4 50
Analysis: 60% of the respondents are influenced by advertisements 28% of the respondents are influenced by television 08% of the respondents are influenced by neighbors 04% of the respondents are influenced by family influence Graph: 5 Graph showing sources that influenced the respondents to know about the brand.
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Inference: From the above analysis, it can be said that advertisements act as a major source of influence. 6. Table showing that what influence the respondents to purchase Idea? Particulars Price Brand image Design Others Total Analysis: 48 % of the respondent purchases for its price 36 % of the respondent purchases for its brand image 16 % of the respondent purchases for its other purpose. Respondents 24 18 00 08 50
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Graph: 6 Graph showing the factors influenced to purchase the idea. Inference: From analysis we can see that majority of the respondents are purchasing for its brand image
7. Table showing the respondents opinion about the price aspects. Charges Cheaper Value for money Reliable Too heavy charges Total Analysis: 40% of the idea users are having the opinion charges are made is reliable. Respondents 12 16 20 2 50
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32% of the idea users are having the opinion charges are made is Value for money. 24% of the idea users are having the opinion charges are made is cheaper. 4% of the idea users are having the opinion charges are made is too heavy charges. Graph: 7 Graph show the respondent opinion about the price aspects.
Inference: From the analysis we can see that majority of the respondent feel the pricing strategy is reliable. 8. Table showing the respondents planning to change the brand. Particulars Yes No Total Analysis: 90% of the respondents are not interested to change the brand in future. 10% of the respondents are interested in changing the brand in future. Respondents 05 45 50
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Graph: 8 Graph showing the respondent planning to change the brand.
Inference: From the analysis we can see that majority of the respondents are not interested to change the brand in future. This shows the strong customer loyalty.
9. Table showing satisfaction of respondents towards advanced facilities. Particulars Yes No Total Analysis: 64% of the respondents are not satisfied towards new advanced facilities. Respondents 18 32 50
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36% of the respondents are satisfied towards new advanced facilities Graph: 9 Graph showing satisfaction of respondents towards advanced facilities.
Inference: From the above graph we can see that majority of the respondent are not satisfied towards new advanced facilities. 10. Table showing that respondent ever used other brand Particulars Yes No Total Analysis: 76% of the respondents have ever used other brand. 24% of the respondents are used other brand. Graph: 10 Graph showing that respondent ever used other brand Respondents 12 38 50
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Inference: From the above analysis 76% of the respondents have ever used other brand.
11. Table showing that respondent influencing the brand to others: Particulars Yes No Total Analysis: 62% of the users are not wishing to influence their brand to other. 38% of the users are influencing there brand to other. Graph: 11 Graph showing that respondent influencing the brand to others Respondents 19 31 50
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Inference: From the above analysis it shows that majority of the Idea users are not wishing to influence their brand to others. 12. Table showing that brand ambassador has influenced the purchasing decision: Particulars Yes No Total Analysis: Respondents 40 10 50
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80% of the respondents are influenced by brand ambassador to the purchasing decision. 20% of the respondents are not influenced. Graph: 12 Graph showing that brand ambassador has influenced the purchasing decision.
Inference: From the analysis we can see that majority of the respondents are influenced by brand ambassador to the purchasing decision. 13. Table showing the dealers or agent service. Dealers or Agent Service Excellent Good Better Worst Total Respondents 07 13 28 02 50
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Analysis: 56 % of the respondents are saying that dealers or agent service is Better. 26 % of the respondents are saying that dealers or agent service is Good. 14 % of the respondents are saying that dealers or agent service is Excellent. 04 % of the respondents are saying that dealers or agent service is Worst. Graph: 13 Graph showing the Dealers or Agent service.
Inference: From the above analysis majority of the respondents are saying that dealers or Agent service is better.
FINDINGS
1. Youngsters are more attracted towards Idea communications in
Hagaribommanahalli. 2. Majority of the Idea users are those finished there PUC.
3. Idea communication is attracted towards student segment to a greater
extent in Hagaribommanahalli. Page no. 55
4. Majority of the respondents are using for their necessity. 5. Advertisements act as a major source of influence.
6. Price aspects influenced the purchasing decision of respondents to a
greater extent in Hagaribommanahalli. 7. Majority of the respondents opinion is reliable. 8. Majority of the respondents are not interested to change their brand in future.
9. Majority of the respondents in Hagaribommanahalli are not satisfied
towards advanced facilities. 10. Majority of the respondents have ever used other brands.
11. Majority of the respondents are not interested to influence their brand
to others in Hagaribommanahalli. 12. Performance of Idea communication is good.

13. Majority of the respondents opinion about the dealers or agent
service in Hagaribommanahalli is better.
SUGGESTIONS
The company should concentrate more towards targeting the illiterates and old aged people.
The company should advertise as suitable to target over the professionals and businessmen. Page no. 56
The company need to increase its goodwill as maximum subscribers are using for their necessity instead of prestige.
The company should make efforts to attract other segment customers along with students.
The company is essential to make efforts to replace the existing advanced facilities with some others facilities.
The company should make efforts on existing customers to influence their brand to others.
The company should guide the dealers and agents to fulfill the customers needs from the betterment stage to excellent stage.
CONCLUSION
As of today the concept of cellular phones is truly global. The Indian market operates one of the largest telecom networks in Asia. The state has suddenly become a hot bed for a host of communications basic service, mobile and internet.
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The projection shows that more number of subscribers will increase yearly in India. As number of subscribers increase the demand for having Idea cellular service connection will also increase. Hence the company should well prepared for product, promotion and positioning strategies, which must be lead by reasonable pricing strategy to increase the marketing and customer satisfaction of Idea cellular service.
QUESTIONNARIE S
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A SURVEY ON CUSTOMER SATISFACTION WITH REFERENCE TO IDEA COMMUNICATION IN HAGARIBOMMANAHALLI.

I am T Basavaraja VI Sem, B.B.M student of GVPP First Grade Degree College, Hagaribommanahalli As a part of study I am undergoing a project on title A SURVEY ON CUSTOMER SATISFACTION WITH REFERENCE TO IDEA COMMUNICATION in Sresta Enterprises
I request you to kindly spare some time to answer these questions. All information given by you will be treated as confidential.
Thanking you,
T Basavaraj
SURVEY RELATED TO THE TOPIC

1. Are you using Idea? a. Yes [ ] b. No [ ] Page no. 59
2. What is the need for using Idea?

a. Necessity
[ ]
b. Prestige d. Others [ ]
[ ]
c. Style
[ ]
3. How did you come to know about the brand? a. Advertisement c. Television e. Family/Friends [ ] [ ] [ ] b. Press d. Radio f. Neighbors [ ] [ ] [ ]
4. What are the factors influenced to purchase the Idea? a. Price c. Design [ ] [ ] b. Brand image d. Others [ ] [ ]
5. What is your opinion about the price aspects? a. Cheaper c. Reliable [ ] [ ] b. Value for money [ ] [ ] d. Too heavy charges
6. In future are you planning to change your brand?

a. Yes
[ ]
b.
No
[ ]
If yes give reason.
7. Are you satisfied with new advanced facilities?

a. Yes
[ ]
b.
No
[ ]
8. Have you ever used other sim?

a. Yes [ ]
b.
No
[ ]
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9. Would you like to influence your brand to others?

a. Yes
[ ]
b.
No
[ ]
If Yes give reason If No give reason 10. Does the brand ambassador have influenced your purchasing decision?
a. Yes
[ ]
b. No [ ]
11. What is your opinion about the dealers or agent service? a. c. Excellent Better [ ] [ ] b. Good d. Worst [ ] [ ]
BIBLIOGRA PHY
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1. Company Brochures
2.
Book
Author
:
:
Principles of Marketing PHILIP KOTLER
3.
Book
:
Consumer Behavior
Author
SUJA R NAIR
WEBSITES:
WWW.IDEA CELLULAR.CO.IN WWW.GOOGLE.CO.IN WWW.ADITYA BIRLA.CO.IN www.ideacellular.com/
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General: Customer Satisfaction Towards Idea Communication in Hagaribommanahalli

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General: Customer Satisfaction Towards Idea Communication in Hagaribommanahalli

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Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Telephone system in India

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

NEED FOR THE STUDY:

OBJECTIVES OF THE STUDY:

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

METHOD OF DATA COLLECTION:

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Geographical area of study:

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

SCOPE OF THE STUDY:

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

survey. their views.

The time is limited which is not sufficient to do

Some of the consumers are not wiling to give

The bias of the respondents.

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

MARKETING STRATEGY OR MARKETING MIX Meaning:

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

A figure showing marketing mix

Price List Price Discounts Allowances, Payment, Period, Credit

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Characteristics affecting consumer behavior

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Family buying decision:

Age and life cycle stage:

A persons occupation affects the goods and services bought.

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

A persons economic situation will affect product choice.

Personality and self-concepts:

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Changes in individual behavior arising from experience.

A descriptive thought that a person holds about something.

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Location Details - Idea Cellular

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Corporate Leadership Team

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

ANALYSIS & INTERPRETATION

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Customer Satisfaction towards Idea Communication in Hagaribommanahalli

Graph: 8 Graph showing the respondent planning to change the brand.

Customer Satisfaction towards Idea Communication in Hagaribommanahalli