A PROJECT REPORT ON CUSTOMER SATISFACTION IN NOKIA

Submitted in partial fulfillment of the requirement for the award of the degree of

BACHELOR OF BUSINESS ADMINISTRATION (BANKING & INSURANCE)

Submitted To: Ms.Vandana Gupta

(Assistant Professor,KRCHE) Under The Guidance Of: Mr. Vikrant Aggrawal (Assistant Professor, KRCHE)

Submitted by:

Navneet Tyagi
01119301809

(BATCH - 2008-2011)
Kasturi Ram College of Higher Education, Narela, Delhi-40 (Affiliated to Guru Gobind Singh Indraprastha University)

Certificate
This is certify that project report titled Customer Satisfaction In Nokia done under the partial fulfillment of requirement of BBA(B&i) program me ,as done by navneet tyagi

Mr.Vikrant Aggrawal (Assistant Professor)

Project Made by: Name: Navneet Tyagi Roll no:01119301809 BBA(B&I) 6th semester

Acknowledgement
With profound sense of gratitude and regard, I express my sincere thanks to my guide Mr. VIKRANT AGGRAWAL, for his valuable guidance and confidence He installed in me that helped me in the successful completion of this project report. Without his help, this project would have been distant affair. His thorough understanding of subjects and professional guidance is indeed of immense help to me. I am also thankful to the faculty members of our institution who cooperated with me and gave me their valuable time.

TABLE OF CONTENTS

CHAPTER-1

Page nos.

1.1 Purpose of the study...1 1.2 Research Objectives of the study.2 1.3 Research Methodology of the study..3 1. 3.1 Research Design5 1.3.2 Data Collection- Primary& Secondary data5 1.3.4 Method of data collection.5

1.3.4.1 Instrument for data collection..6

CHAPTER -2 Companys profile.9-17 CHAPTER -3 Customer satisfaction on Nokia 18-25 CHAPTER -4 Analysis and Interpretation. 26-32 CHAPTER-5 Conclusion32-39 References..40 Annexure..41-42

Executive summary
According to Philip Kotler, satisfaction is a persons feelings of pressure or disappointment resulting from products perceived performance (outcome) in relation to his or her expectations. Customer satisfaction is the level of a persons felt state resulting from comparing a products perceived performance (outcome) in relation to the persons expectations. This satisfaction level is a function of difference between perceived performance and expectations. If the products performance, exceed expectation the customer highly satisfied or delighted. If the performance matches the expectations the customer is satisfied. If the products performance fall shorts of expectations the customer is dissatisfied. 1 Many companies are aiming for high satisfaction because customers who are just satisfied still find it easy to switch when a better offer comes along. High satisfaction or delight creates an emotional affinity with brand. 2 Variety of factors that affect customer satisfaction includes product quality, product availability and after sales support such as warranties and services. Customer satisfaction is seen as a proof of delivering a quality product or service. It is believed that customer satisfaction brings sales growth, and market share. A company can always increase customer satisfaction by lowering its price or increasing its services but this may result in lower profits. Thus the purpose of marketing is to generate customer value profitability. 3 India is on the threshold of a new millennium. India chose for global economy, exposing her to winds of change in the market place, which has expanded vastly and become fiercely competitive. In the changed environment, decision makers view the marketing concept as the key to success. Marketing in practice has to manage products, pricing, promotion and distribution. 4 A successful product can be developed by exploding these opportunities. While delivering the value of the consumer we make use of marketing support. This support 5 Based on the knowledge of consumers and distribution. Marketing support both at the introduction of products and maturing is considered.

CHAPTER 1 INTRODUCTION

1.1PURPOSE OF THE STUDY

Scope of study: scope is limited to North Delhi and East Delhi region only. Objectives of the study: This project aims at studying the present market scenario. The
major players in the market today are nokia, Motorola,Samsung, Tata indicom, Reliance, Idea.All The companies want to capture the market study concerns with evaluating fast developing area and so all the service providers were taken to measure the satisfaction of customer

1.2RESEARCH OBJECTIVES
The main objectives of the study are:

1. Service providers in the market which are not reaching the customer.

2. To study the customer satisfaction towards nokia mobile.

3. To study and identify how the customers are benefited.

4. To evaluate the major service provider satisfied the customer.

1.3Research Methodology
SOURCES OF DATA
The study undertaken there to be mainly based on the primary data i.e. structured questionnaire is designed. The study also contains secondary data i.e. data from authenticated websites and journals for the latest updates just to gain an insight for the views of various experts. METHODOLOGY & PRESENTATION OF DATA The data collected is then coded in the tables to make the things presentable and more effective. The results are shown by tables which will help me out in easy and effective presentation and hence results are being obtained. TOOLS AND TECHNIQUES USED FOR ANALYSIS In this study the technique used for interpreting the results is CHI SQUARE test. It is used as because sample size is 100.

1.3.1RESEARCH DESIGN
The design for this study is Exploratory and Random sampling

1.3.2DATA COLLECTION
The data is collected randomly irrespective of the category of the people in the form of questionnaire and the sample size is 100 respondents. Because it is a pilot study and due to time constraint the sample size is small.
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CHAPTER 2 COMPANYS PROFILE

NOKIA COMPANYS PROFILE

The Global Cellular Mobile Industry Global telecom sector

IMRB Established in 1971 and with over three decades of market research experience, It is a pioneer in India in various research areas. Associated with a group of international market companies .International promises high quality conceptualization, ISMRB International is the only research company in India today that offers the entire range of research based services to its clients.

consumer market research both quantitative and qualitative, industrial market research, business to business market research, social and rural market research, media research, retail research, and consumer panels.

This provides specialist research services to its clients in India and overseas on products and services covering the entire business and industry. IMRB International today, operates out of its five full service offices in Mumbai, Delhi, Calcutta, Chennai and Bangalore and is

supported by15 other regional centers for collection of survey information that literally spanthe entire country.

ABACUS FIELD
Abacus Field handles the field operations for all the business divisions in IMRB. it has a network of 15 regional offices spread across the country that gives IMRB the capability to run pan India research projects smoothly &effectively. In research infrastructure in neighbouring countries. They work with associate companies in Sri Lanka (Lanka Market Research Bureau) and in the Middle East(Arab Market Research Bureau), and through affiliates in Australia, Singapore, Malaysia, Thailand, Indonesia, Philippines, Egypt, Tunisia, Nepal, Pakistan, Bangladesh and Myanmar.

DIVISIONS
IMRB has five specialist units to serve the diverse needs of their clients: Probe Qualitative Research (PQR) Social and Rural Research Institute (SRI) Media & Panel Research Group Customer Satisfaction Management & Measurement (CSMM) Business & Industrial Research Division (BIRD)

Earnings visibility
Earnings growth is being driven by improving pricing conditions, stabilizing operating trends, aggressive cost cutting initiatives, a positive regulatory environment, strong wireless growth, and new market opportunities. This has translated into greater visibility of forward earnings as evidenced by recent increased analyst upgrades within the sector.

Merger synergies
Given the substantial amount of excess capital available in the sector and in private equity we expect to see additional merger and acquisition activity, albeit at a slower pace than recently witnessed. Global telecom M&A deals over the past two years have reflected market expansion but have also had a positive effect on the buyers balance sheets. Partnering companies have begun realizing their synergies through cost reductions and economies of scale. In the US, the largest three companies now account for over 70% of the sector market cap; this compares to 34% in 1990. Trends in bundled services are also paving the way for additional M&A activity. Sector consolidation will further increase the importance of stock selection.

Growth
While cost-cutting has been a major source of earnings growth, we have seen top-line pressures decreasing which will help revenues become a larger driver of earnings growth again. We see growth within the sector coming from a number of areas including: broadband, 3G (third generation) technology, expansion in emerging markets. Broadband penetration has been accelerating as internet customers are seeking faster downloads for audio and video
7

files. 3G services, which facilitate the simultaneous transfer of both voice and non-voice (i.e. video, downloads, SMS, etc.) data are providing mobile users with a much more robust communication platform and should finally begin to realize their growth potential in 2007. Emerging market companies benefit from low penetration rates and also tend to have lower leverage, higher margins and higher growth than most developed markets telecom companies.

Global opportunities
It has become less difficult to find attractive telecom investment opportunities globally than it was a year ago. As the fog has lifted from the sector, there are increased opportunities within both the growth and value spaces.

Chapter 3 CUSTOMER SATISFACTION ON NOKIA

CUSTOMER SATISFACTION ON NOKIA

Introduction to Telecom Industry

The Indian Telecommunications network with 110.01 million connections is the fifth largest in the world and the second largest among the emerging economies of Asia. Today, it is the fastest growing market in the world and represents unique opportunities for U.S. companies in the stagnant global scenario. The total subscriber base, which has grown by 40% in 2005, is expected to reach 250 million in 2007. According to Broadband Policy 2004, Government of India aims at 9 million broadband connections and 18 million internet connections by 2007. The wireless subscriber base has jumped from 33.69 million in 2004 to 62.57 million in FY2004- 2005. In the last 3 years, two out of every three new telephone subscribers were wireless subscribers. Consequently, wireless now accounts for 54.6% of the total telephone subscriber base, as compared to only 40% in 2003. Wireless subscriber growth is expected to bypass 2.5 million new subscribers per month by 2007. The wireless technologies currently in use are Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA). There are primarily 9 GSM and 5 CDMA operators providing mobile services in 19 telecom circles and 4 metro cities, covering 2000 towns across the country.

Evolution of the industry-Important Milestones

Year 1851
First operational land lines were laid by the government near Calcutta (seatof British power)

1881 1883 1923 1932

Telephone service introduced in India Merger with the postal system Formation of Indian Radio Telegraph Company (IRT) Merger of ETC and IRT into the Indian Radio and Cable Communication Company (IRCC)

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1947

Nationalization of all foreign telecommunication companies to form thePosts, Telephone and Telegraph (PTT), a monopoly run by the government's Ministry of Communications

1985

Department of Telecommunications (DOT) established, an exclusive provider of domestic and long-distance service that would be its own regulator (separate from the postal system)

1986

Conversion of DOT into two wholly government-owned companies: theVidesh Sanchar Nigam Limited (VSNL) for international

telecommunicationsand Mahanagar Telephone Nigam Limited (MTNL) for service inmetropolitan areas.

1997 1999

Telecom Regulatory Authority of India created. Cellular Services are launched in India. New National Telecom Policy isadopted.

2000

DoT becomes a corporation, SAMSUNG

A large population, low telephony penetration levels, and a rise in consumers' income and spending owing to strong economic growth have helped make India the fastest-growing telecom market in the world. The first and largest operator is the state-owned incumbent SAMSUNG, which is also the 7th largest telecom company in the world in terms of its number of subscribers. SAMSUNG was created by corporatization. while DTS (Department of Telecommunication Services), a government unit responsible for provision of telephony services. Subsequently, after the telecommunication policies were revised to allow private operators, companies such as Bharti Telecom, TATA Indicom, Motorola, MTNL, Idea, Motorola and BPL have entered the space. Major operators in India. However, rural India still lacks strong infrastructure. The total number of telephones in the country crossed the 300 million mark on June 18 2008The overall tele-density has increased to 36.98% in March 2009 .In the wireless segment, 15.87 million subscribers have been added in March 2009. The total wireless subscribers (GSM, CDMA & WLL (F)) base is more than 391.76 million now. The wire line
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segment subscriber base stood at 38.22 million with a decline of 0.13 million in October 2008.

Market Share of Public and Private Industry

The fixed line and mobile segments serve the basic needs of local calls, long distance calls and the international calls, with the provision of broadband services in the fixed line segment and GPRS in the mobile arena. Traditional telephones have been replaced by the codeless and the wireless instruments. Mobile phone providers have also come up with GPRS-enabled multimedia messaging, Internet surfing, and mobile-commerce.The much-awaited 3G mobile technology is soon going to enter the Indian telecom market. The GSM, CDMA, WLL service providers are all upgrading them to provide 3G mobile services. Along with improvement in telecom services, there is also an improvement in manufacturing. In the beginning, there were only the Siemens handsets in India but now a whole series of new handsets, such as Nokia's latest N-series, Sony Ericsson's W-series, Motorola's PDA phones, etc. have come up. Touch screen and advanced technological handsets are gaining popularity. Radio services have also been incorporated in the mobile handsets, along with other applications like high storage memory, multimedia applications, multimedia games, MP3 Players, video generators, Camera's, etc. The value added services provided by the mobile service operators contribute more than 10% of the total revenue.

The Global Cellular Mobile Industry Global telecom sector Earnings visibility
Earnings growth is being driven by improving pricing conditions, stabilizing operating trends, aggressive cost cutting initiatives, a positive regulatory environment, strong wireless growth, and new market opportunities. This has translated into greater visibility of forward earnings as evidenced by recent increased analyst upgrades within the sector.

12

Merger synergies
Given the substantial amount of excess capital available in the sector and in private equity we expect to see additional merger and acquisition activity, albeit at a slower pace than recently witnessed. Global telecom M&A deals over the past two years have reflected market expansion but have also had a positive effect on the buyers balance sheets. Partnering companies have begun realizing their synergies through cost reductions and economies of scale. In the US, the largest three companies now account for over 70% of the sector market cap; this compares to 34% in 1990. Trends in bundled services are also paving the way for additional M&A activity. Sector consolidation will further increase the importance of stock selection.

Growth
While cost-cutting has been a major source of earnings growth, we have seen top-line pressures decreasing which will help revenues become a larger driver of earnings growth again. We see growth within the sector coming from a number of areas including: broadband, 3G (third generation) technology, expansion in emerging markets. Broadband penetration has been accelerating as internet customers are seeking faster downloads for audio and video files. 3G services, which facilitate the simultaneous transfer of both voice and non-voice (i.e. video, downloads, SMS, etc.) data are providing mobile users with a much more robust communication platform and should finally begin to realize their growth potential in 2007. Emerging market companies benefit from low penetration rates and also tend to have lower leverage, higher margins and higher growth than most developed markets telecom companies.

Global opportunities
It has become less difficult to find attractive telecom investment opportunities globally than it was a year ago. As the fog has lifted from the sector, there are increased opportunities within both the growth and value spaces.

13

Definition of Cellular/Mobile phone

The Cellular telephone (commonly "mobile phone" or "cell phone" or "hand phone") is a long-range, portable electronic device used for mobile communication. In addition to the standard voice function of a telephone,

The Global Cellular Mobile Industry:

The global mobile phone industry is based on many different manufacturers and operators. The industry is based on advanced technology and many of the manufacturers are operating in different industries, where they use their technological skills, distribution network, market knowledge and brand name. Four large manufacturers of mobile phones are today dominating the global mobile phone industry &networks; Nokia, Sony Ericson, Samsung and Motorola .Nokia, Samsung ,tataindicom ,Motorola, reliance, others. In addition to these companies

there are many manufacturers that operate globally and locally.

Telecom Industry in India

The telecom industry is one of the fastest growing industries in India. India has nearly200 million telephone lines making it the third largest network in the world after China and USA. With a growth rate of 45%, Indian telecom industry has the highest growth rate in the8world. Much of the growth in Asia Pacific Wireless Telecommunication Market is spurred by the growth in demand in countries like India and China. Indias mobile phone subscriber base is growing at a rate of 82.2%.

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China is the biggest market in Asia Pacific with a subscriber base of 48% of the total subscribers in Asia Pacific. Compared to that Indias share in Asia Pacific Mobile Phone market is 6.4%. Considering the fact that India and China have almost comparable populations, India slow mobile penetration offers huge scope for growth.

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CHAPTER 4 ANALYSIS AND INTERPRETATION

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Data Analysis
Data Analysis and Interpretation
Customer satisifaction: Gap b/w Consumer Expectations and Companies Performance of Telecommunication Q1: - Which mobile connection do you have?

Particular
NOKIA MOTOROLA IDEA SAMSUNG

No. of respondents

40 32 16 12

No. of respondents
45 40 35 30 25 20 15 10 5 0 No. of respondents

Interpretation: - As the area of the study is in Hyderabad and Secunderabad, where the market leader is Nokia. Thats why majority of the questionnaire I got filled by Nokia. Above data analysis shows that majority of the market that is approximately 50% is covered by two market leaders Nokia and motorola. Minor is samsung.

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Q2:- What kind of service you have?

Particular
Pre-Paid Post-Paid

No. of respondents

84 16

No. of respondents

Pre-Paid Post-Paid

Interpretation: - Above data shows that most of the respondents in the area have pre-paid connections. And I got only 16% questionnaire filled by post-paid users.

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Q3:- Overall, how would you rate your service provider?

Brands

Excellent Good 18 15 06 10

Avg 10 20 04 03

Poor 0 0 05 08

Terrible Not Sure

Nokia 7 Vodaphone 5 Idea Samsung 1 0

Chart Title
20 18 15 10 7 5 1 Excellent Good Avg Poor Terrible Not Sure 6 4 3 10 8 5

Nokia Motorola Idea Samsung

Interpretation:- From the graphic it depict that Nokia is the most excellent and good service provider as 19 out 20 responded believes that the service of the company is excellent. Then vodaphone has also good rate of excellence as 16 out of 18 respondents rated Vodaphone as a good service provider. But the idea and Samsung are not under good ratings. 8 respondents of SAMSUNG and 5 of Idea have rated their service provider as Poor. SAMSUNG is found to be worst service provider from all above as 12 respondents rate it as an average service provider and 8 as a poor service provider.

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Q4:- Rank the following factors which influenced you the most to buy the service of your choice? H1: -Price factor is not the most influencing factor for the purchase of Telecom service. H0: - Price factor is the most influencing factor for the purchase of Telecom service.

Brands

Price

Network Service 16

Brand Image 4 3 3

VAS

Expected values 25

Nokia Motorola Idea Samsung 7 6 22

4 7

6 10 10

25 25 25

Chi square value:

6.035

Table value: 5.991

Interpretation of Chi: - As the 95% level of confidence Chi square value 6.035 is more than the table value 5.991, so the null hypothesis is rejected, it means Price factor is the most influencing factor for the purchase of Telecom service.

Interpretation:-Above data analysis shows that Nokia is being preferred because of its best network service and Brand image as well. Where Motorola is preferred because of its good pricing strategy, network service, brand image and the most Value Added Services of the company. And Idea is preferred because of all above factors. Where Samsung is preferred the most because of its low price as compare to its competitors and because of its value added services as well.

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Q6:- How long have you used the service of that company?

Brands

>1 Month 1-6 Month 2 3 3 5

6 M 1 Year 7 11 7 3

< 1 Year

< 3 Year

Nokia Motorola 1 Idea 2

13 13 3 9

3 2

Samsung 2

Chart Title
1313 11 9 7 5 2 2 2 3 3 3 3 7

Nokia Motorola Idea Samsung

6 3

>1 Month

1-6 Month

6 M 1 Year

< 1 Year

< 3 Year

Interpretation:-Above table analysis depicts that most of the users are using their telecom service from last one year. Some of the users are also using it from last 3 year, where majority of the users are SAMSUNG connection holders. Most of the users of the Vodaphone

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are using it from last 6 months. Very few respondents are a new users of their services that let our study not vague.

Q7:- Overall, how satisfied are you, with network service of your company?

Brands

Very Satisfied

Satisfied

Neutral

Dissatisf y

Very Dissatis fy 0 0

Nokia Motorol a Idea Samsun g

7 3

23 18

0 1

0 0

2 2

13 14

2 8

0 6

0 0

Chart Title
23 18 13 7 3 2 2 0 Very Satisfied Satisfied 1 2 0 0 0 Dissatisfy 0 0 0 0 Very Dissatisfy 14 8 6

nokia motorola Idea Samsung

Neutral

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Interpretation: - Above table data analysis shows that the satisfaction rate of network service is leaded by Nokia as not a single user of service is neutral or dissatisfy. And vodaphone network service satisfaction rate is also good. And it can be also found that SAMSUNG network service is not good as compare to others competitors as 14 respondents are found to be not satisfied with the company network service. Q8:- How would you rate the service's value for money?

Brands Nokia Motorola Idea Samsung

Excellent 9 6 2 3

Good 24 20 10 14

Fair 6 5

Poor

Not Sure

Chart Title
24 20 14 9 6 2 3 1 Good Fair Poor Not Sure 10 6 5

NOKIA MOTOROLA IDEA SAMSUNG

Excellent

Interpretation: - Above data and chart analysis depicts that SAMSUNG has the highest rating of Value for /money as 33 persons out 34 has rated it as a excellent and good service provider. Then Idea Company is following Samsung as a best service provider for value for money. Other two players Nokia and Vodahas similar performance approximately. Both has been rated good and excellent, where good has been rated more as compare to other options.
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Q9:- What kind of problems occurs the most for which you need to contact customer care/service department of your service provider? H0: - People do not contact customer care mostly for activation and deactivation of the service H1: - People contact customer care mostly for activation and deactivation of the service

Brands

Billing Related

Activation/ Informati Deactivati on of on VASs 8 18 10 7 5 11

Network Problem

Expected values

Nokia Motorola Idea Samsung

25 25 3 13 25 25

12 6

Chi square value:

9.351

Table value: 7.815

Interpretation of Chi:-As the 95% level of confidence Chi square value 9.351 is more than the table value 7.815, so the null hypothesis is rejected, it means People contact customer care mostly for activation and deactivation of the service.

Interpretation: - From the above data analysis it has been found that most of the users of telecommunication contact to their customers care for activation and deactivation of various services. Then they also contact for information about various value added services provider

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by companies like validity, call rates, sms pack, caller tones etc. Network service has been found a problem of mainly SAMSUNG users and to some extent of Idea users as well.

Q10:- In thinking about your most recent experience with that company, how much satisfied are you with the customer care service? H0: - Nokia is not the best service provider of customer care service. H1: - Nokia is the best service provider of customer care service.

Brands

Very Satisfied 14 3

Satisfied

Neutral

Dissatisfy

Very Dissatisfy

Nokia Vodaphon e Idea Samsung

6 12 3

11 2

6 3

3 7

7 22

25

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CHAPTER 5 SUGGESTION ,CONCLUSION

SUGGESTIONS

CUSTOMERS RELATED
NOKIA products are used all over in India by the people of the every region. But now days the people want more values for their money worth, it means a better designed product with quality and they are most willing to buy the product frequently. The positive suggestions are as follows:

As the others companies like Samsung . Motorola and others offers products in good packing, so the product packaging must be made attractive so that the young generation willing to accept it.
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 The product line must be extended so that all the generation levels must be able to use it as per their taste. Customers wants some fancy type or good looking mobiles. The main thing is the availability of the products at retail outlets He product packaging must be changed time to time. The media marketing must be done highly and a good relationships should be made with the customers by giving frequents offers and arranging various competitions.

CONCLUSION
As per my belief we have seen that the choice of mobile handset and services can not be separated came out true because when we tried to find out the customer decision .we successfully classified customers in to eight group each with some special requirement service wise and handsets attribute wise. Competition in telecom industry is heating up its time for Indian telecom players also to align up in the new dynamic business environment. Telcom majors should think to launch the product according to the needs of

customers to satisfy them and make them brand loyal as very soon this blue ocean of Indian telecom scenario will convert into red ocean where the loss of is the gain of other .They should also think for searching new space or we can say either creating a new blue space to sustain their growth in long run.

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There is more room for data analysis but the rest of the part is beyond the scope of this project report According to the results, the most important determinant for consumers are price and sacrifice perception (monetary and non-monetary sacrifice), which in perception. These are periodical fixed cost, minute or traffic charge and opening cost when purchasing mobile phone. The results indicate that the minute charge is the most influential factor when a customer assesses to purchase. The second most important factor is the periodical fixed cost and another factor is the opening cost. These indicate, not surprisingly, that communication firms need to deeply consider. Also, this indicates that a lot of effort must be put in the pricing strategy.

Quality of service and the ability to attract and retain customers dictate the success or failure of next-generation communications service providers. In todays competitive environment, customers are quick to abandon services that do not meet expectations. The ease with which customers can switch from their current service to another, demands that providers deliver the highest possible levels of service quality and performance. To be successful, communications service providers must deliver positive customer experiences with rich, value-added services supported by comprehensive service quality management. To this effect-Mobile services has experienced the negative attributes of not being customer focused and realizes that quality is an attribute that creates customer satisfaction profitably. Therefore quality must be fused with all resources channeled towards their customers.

BIBLIOGRAPHY:

WEBSITES
1.(http://www.emeraldinsight.com/Insight/viewContentItem.do;jsessionid=236E2B6B 45CF101465D540FD4401AEB9?contentType=Article&hdAction=lnkhtml&contentI d=1747102&history=true>)

2.(http://www.emeraldinsight.com/Insight/viewContentItem.do;jsessionid=236E2B6B

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45CF101465D540FD4401AEB9?contentType=Article&hdAction=lnkhtml&contentI d=1742535&history=true>)

3.(http://www.emeraldinsight.com/Insight/viewContentItem.do;jsessionid=236E2B6B 45CF101465D540FD4401AEB9?contentType=Article&hdAction=lnkhtml&contentI d=854647&history=true>)

Journal

The Indian Telecom Industry, IIM Calutta, VatsalGoyal, 2007 Investment Surge in the Indian Telecom Space, Times Global, Issue 2, 2008 A multiple-perspective model for technology assessment, vol 3, 200

Books Zeithaml, Valarie (2008), Service Marketing, 4th Ed. New Delhi: Tata McGraw Hill Publishing Company Lmt.

ANNEXURE Questionnaire
NAME- ___________________ AGE- ________ MOBILE MODEL________

OCCUPATION-_________________

Q1:- Which mobile do you have? a) Nokia b) Motorola c) Idea d) Samsung

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Q2:- Are You Satisfied With mobile a) Pre-paid b) Post-paid

Q3:- Overall, how would you rate your mobile? a) Excellent b) Good c) Average d) Poor e) Terrible f) Not Sure

Q4:- Rank the following factors which influenced you to buy the mobile of your choice? a) b) c) d) Price Service Brand Image Value Added Services

Q5- Rank the following VAS which attracted you the most to buy or retain the mobile: a) Looks b) Rates c) Features d)Brand 1 1 1 1 2 2 2 2 3 3 3 3 4 4 4 4 5 5 5 5 Excellent --1 2 3 4 5 -- Poor

Q6:- How long have you used the mobile of that company? a) Less than one month d) 1 to 3 years b) 1 to 6 months e) Over 3 years c) 6 months to a year

Q7:- Overall, how satisfied are you, with network service of your company? a) Very satisfied b) Satisfied c) Neutral d) Dissatisfied
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e) Very dissatisfied Q8:- How would you rate the service's value for money? a) Excellent b) Good c) Fair d) Poor d) Not sure

Q9:- What kind of problems occurs the most for which you need to contact customer care/service department of your service provider? Rank them. a) b) c) d) Billing related Activation/deactivation related Information about VASs Network problem

Q10:- In thinking about your most recent experience with that company, how much satisfied are you with the customer care service? a) b) c) d) e) Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied

Q11:- How satisfied are you with the process of getting your queries resolved?
a) b) c) d) e) Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied

Q12:- The customer service representative was very courteous. a) Strongly Disagree

32

b) c) d) e)

Somewhat Disagree Neutral Somewhat Agree Strongly Agree

Q13:- The customer service representative was very knowledgeable. a) b) c) d) e) Strongly Disagree Somewhat Disagree Neutral Somewhat Agree Strongly Agree

Q14:- The waiting time for having my questions addressed was satisfactory. a) b) c) d) e) Strongly Disagree Somewhat Disagree Neutral Somewhat Agree Strongly Agree

If you were not totally satisfied with the customer service, will you please describe the reasons for your dissatisfaction? -- -

Thank you for spending your precious time on filling in the questionnaire for us!

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