AIRTEL,vODAFONE

To Study the Consumer Preference Regarding Airtel and Vodafone

(Study of Amritsar City)Project Report

Submitted toDr. IT BUSINESS SCHOOL

Affiliated to Punjab Technical University, Jalandhar In partial fulfillment of the requirements of MBA Degree

(2009-2011)

SUPERVISED BY: SUBMITTED BY:

Miss. Ujjal Sandhu Hemant kakkar

Roll No 94462236760

STUDENT DECLARATION

This is to certify that the project entitled “To Study the Consumer Preference

Regarding Airtel and Vodafone” completed during the session 2009-2011 for MBA

degree is a bonafide piece of research work and all the sources used to complete

this project are duly acknowledged. In case, the project report or any part of it is

found to be copied or quoted without reference, I shall be solely held accountable

for the repercussions arising there from.

Dated: Signature

ACKNOWLEDGEMENT

I am indebted to my guide Ms.Ujjal Sandhu , for giving me constant

encouragement and guidance throughout the course of this work. The valuable

time and effort put in by his, helped me to carry out this project in the required

manner.

I am grateful to all the members of department faculty for their guidance in

completion of the report.

I would also like to express my sincere thanks to all the respondents of my study

for their kind cooperation.

In the end, I would like to thank all my friends and people who have directly or

indirectly helped me for their moral support which was instrumental in

completion of this project.

Hemant Kakkar

Roll No.94462236760

Table of Contents

Chapter Description

1 Introduction

2 Review of Literature

3 Research Methodology

4 Data Analysis and Interpretation

5 Facts and Findings

6 Summary, Conclusion and Recommendations

7 Bibliography

8 Questionnaire

Chapter 1INTRODUCTION

CUSTOMER:

A customer is someone who makes use of the paid products of an individual or

organization. This is typically through purchasing or renting goods or services.

The word historically derives from “custom”, meaning “habit”; a customer was someone

who frequented a particular shop, who made it a habit to purchase goods of the sort the shop sold

their rather than elsewhere, and with whom the shopkeeper had to maintain a relationship to keep

his or her “custom”, meaning expected purchases in the future. The shopkeeper remembered the

sizes and preferences of his or her customers, for example. The word did not refer to those who

purchased things at a fair or bazaar, or from a street vendor.

Types of customersCustomers can be classified into two main groups: internal and external. Internal

customers work for the organization, possibly in another department or another branch. External

customers are essentially the general public.

Internal customers

• People working in different departments of the vendor’s organization.

• People working in different branches of the vendor’s organization.

External customers

• Individuals

• Businesses or business people, including suppliers, bankers and competitors.

• NGOs, Government bodies, Voluntary organizations.

Needs and ExpectationsCustomer needs may be defined as the facilities or services a customer requires to achieve

specific goals or objectives. Needs are generally no-negotiable, but may be optional or of varying

importance to the customer. In any transaction, customers seek value-for-money, and will often

consider a range of vendors’ offers before settling on a purchase.

Customer expectations are based n perceived values of facilities or services as applied to

specific needs. Expectations are influenced by cultural values, advertising, marketing, and other

communications, both with the supplier and with other sources. Expectations are negotiable and

modifiable.

Both customer needs and expectations may be determined through interviews, surveys,

conversations or other methods of collecting information. Customers at times do not have a clear

understanding of their needs. Assisting in determining needs is a valuable service to the

customer, the process, expectations may be set or adjusted to correspond to known product

capabilities or service levels.

A Customer can be defined on a businessman’s or seller’s point of view as:-

• A customer is the most important person in any business.

• A customer is not dependent upon business. Business is dependent upon him.

• A customer is an essential part of the business- not an outsider

• A customer is not just money in the cash register. He is a human being with feelings and

deserves t be treated with respect.

• A customer is a person who comes to sellers with his needs and his wants. It is seller’s

job to fill them.

• A customer deserves the most courteous attention the businessmen can give him.

• He is the lifeblood of every business. He pays the salary. Without him business would

have to closed the doors. As marketers we must never forget it.

• Thus customer is treated as the most important fundamental aspect of marketing other

than competitor and values.

(http://www.docstoc.com/docs/DownloadDoc.aspx?doc_id=7138364)

Consumer Preferences and Related ConceptsAs with much research on consumers, and indeed social science in general, there is a lot of

terminological confusion and sometimes a lack of rigor. This is acknowledged within the

academic literature and steps are being taken to rectify this situation. The following definitions of

key terms are provided in the hope of clarifying the following discussion of the literature.

Consumer SatisfactionConsumer satisfaction and acceptance are often considered in the literature to be closely linked

yet these are distinct concepts. Satisfaction is the fulfillment and gratification of the need for a

stated good or service, here, water.

Consumer AcceptanceAcceptance describes consumer willingness to receive and/or to tolerate. For example, a

customer might accept the occurrence of a certain number of yearly supply interruptions given a

certain price. Consumer acceptance and satisfaction are related, as the first is a precursor of the

latter. However, despite the fact that satisfaction and acceptance can be thought of as lying on a

continuum, acceptance does not automatically lead to satisfaction (see Figure 1.1). Weighing

needs or preferences against provided product or service attributes results in the balance of

satisfaction pointing in a negative or positive direction, depending on whether interests are

conflicting or corresponding. This determines the way in which people evaluate companies’ or

utilities’ performance. Only when a consumer’s needs for a stated good or service are met, i.e.

when the service provided corresponds with their preferences, will they feel satisfied. Customer

satisfaction can be enhanced when their needs are met (in terms of both quality and quantity) and

accord with their preferences. At the other end of this dimension, where the service provided

conflicts with the prevailing needs or preferences, customers may experience feelings of

dissatisfaction.

Figure. Schematic review of the concept of acceptance placed in the context of customer

preferences and satisfaction

Acceptance is also used in the literature to mean an affirmative answer to a proposal. The

distinction is subtle but there are occasions where consumers might not agree to a proposal yet

accept the subsequent service in the sense of tolerating it.

Consumer ConcernsThese are expressed anxieties or unease over an object broadly defined (e.g. discoloured tap

water or a proposal to change the water pricing structure).

Consumer PreferencesThis is used primarily to mean an option that has the greatest anticipated value among a number

of options. This is an economic definition and does not tap into ‘wishes’ or ‘dreams’ (for e.g. that

safe drinking water was free, that there should be world peace) but for all practical purposes is an

appropriate definition. Preference and acceptance can in certain circumstances mean the same

thing but it is useful to keep the distinction in mind with preference tending to indicate choices

among neutral or more valued options with acceptance indicating a willingness to tolerate the

status quo or some less desirable option.

Consumer ExpectationsThe distinction between expectations and preferences is often blurred though the concepts are

distinct. Expectation is used in three slightly differing senses in the literature. One is the act of

expecting or looking forward – a belief about what will happen in the future. Most consumers in

Europe expect that clean and safe water will come out of their taps the next time they turn them

on. A related but more technical use of expectation is to denote a more formal estimation of the

probability of an event occurring. These first two definitions can be distinguished from

preference in that preferences refer to some desired state and, as in the above definition, imply

that more than one state is possible and that there are some options. Unfortunately expectation is

also used more loosely to mean a requirement or demand for something and in this sense is a

kind of strong preference. When reading the literature it is important to ascertain which

definition is being used.

Consumer AwarenessConsumer awareness is the level of knowledge about, in this case, water which includes the

water company, regulatory framework, supply system and service, or the water itself. In most

research the adequacy or otherwise of this awareness is anchored against the service provider or

regulator’s perspective on the supply. Where consumer awareness does not equate with this

industry perspective this is often termed a consumer (mis)perception.

However, it should be noted that there is a distinction between holding factually incorrect

knowledge about the supply system (for e.g. that the water comes from a river when it comes

from an aquifer) and differing perspectives on, say, the safety of the supply. In the latter example

assessments of safety are judgements made under uncertainty about the future and thus have a

legitimately contestable truth status. What is acceptably safe is a matter of judgment (potentially

based on ‘good science’ but a judgement under uncertainty nonetheless) and may or may not be a

‘mis-perception’.

Risk PerceptionThis is a term used rather loosely in the literature to mean the level of risk associated with

exposure to a hazard. Unfortunately a ‘risk’ is often used to mean the specific hazard itself rather

than a formal risk which is a combined assessment of the likelihood and magnitude of harm that

may occur as a result of exposure to the hazard. In section 3 we discuss this concept further.

Consumer AttitudesAn attitude is a positive or negative evaluation of a social object or action. A ‘social object’ in the

present context might mean the water company, water regulations, supply system and service, or

the water itself. Many theories of attitudes (e.g. the well-known theory of planned behavior,

Ajzen, 1985) have attitude as a factor involved in determining behavioral choices however there

is considerable continuing debate about when, and in what circumstances, attitudes are important

determinants of behavior. An attitude toward something should thus not be taken to imply that

attitude consistent behavior will automatically follow.

Consumers and the PublicWhile discussing definitional clarity it is worth acknowledging that ‘the consumer’ is not a

representative of a single homogeneous group, ‘the public’. Social scientists prefer to use the

term ‘publics’ to reflect the idea that not all members of ‘the public’ share the same goals and values nor have the same relative power status within any society. A crude example we will return to later is that the poor/unemployed are unable to pay for some services and it would be a mistake to ignore the importance of this different status when studying preferences.

In the case of water consumption, all members of the population have to consume water from

some source but some are the direct payers of water bills (customers), some pay indirectly (e.g.

those living in care homes, or some forms of rented accommodation) and others are dependents

of customers.

These differing groups will have differing relationships with suppliers and may well have

different preferences.

(http://www.techneau.org/fileadmin/files/Publications/Publications/Deliverables/D6.2.1.pdf)

Tips for getting closer to your customers

• Involve the customer in product development. Look at what Dell is doing using IdeaStorm4 to

see how companies like this are co-creating with their customers.

• Recognize key customer events. For example, many insurers proactively contact a customer

one month prior to their insurance policy renewal date. You can always predict and pre-empt

your customers’ needs: if they bought a printer they’re going to need more ink!

• Cross-channel consistency – recognize customers across different channels from one

interaction to the next, whether they’re in-store buying with loyalty points, or chasing a delivery

online.

• Be a great listener. Keep talking to customers and use their constructive feedback to shape your

future plans. Tell them exactly what you’ve done to address their views.

(http://www.vodafone.com/etc/medialib/business_refresh/pdf.Par.69894.File.dat/Getting-closer-

red-paper.pdf)

Why do we think customer satisfaction is important?

In a competitive market place where businesses compete for customers, customer satisfaction is

seen as a key differentiator and increasingly has become a key element of business strategy.

How to measure customer satisfaction?

There are many ways to measure customer satisfaction. First of all we will give you some

examples of methods you can use:

THE SERVQUAL MODEL:

The SERVQUAL model was originally measured on 10 aspects of service quality: reliability,

responsiveness, competence, access, courtesy, communication, credibility, security,

understanding or knowing the customer and tangibles. It measures the gap between customer

expectations and experience.

By the early nineties the authors had refined the model to the useful acronym RATER:

·Reliability

·Assurance

·Tangibles

·Empathy

·Responsiveness

The simplified RATER model however is a simple and useful model for qualitatively exploring

and assessing customers' service experiences and has been used widely by service delivery

organizations. It is an efficient model in helping an organization shape up their efforts in bridging

the gap between perceived and expected service.

THE BALANCED SCORECARD

The balanced scorecard (BSC) is a strategic performance management tool for measuring

whether the smaller-scale operational activities of a company are aligned with its larger-scale

objectives in terms of vision and strategy.

By focusing not only on financial outcomes but also on the operational, marketing and

developmental inputs to these, the Balanced Scorecard helps provide a more comprehensive

view of a business, which in turn helps organizations act in their best long-term interests.

The underlying rationale is that organizations cannot directly influence financial outcomes, as

these are "lag" measures, and that the use of financial measures alone to inform the strategic

control of the firm is unwise. Organizations should instead also measure those areas where direct

management intervention is possible. In so doing, the early versions of the Balanced Scorecard

helped organizations achieve a degree of "balance" in selection of performance measures. In

practice, early Scorecards achieved this balance by encouraging managers to select measures

from three additional categories or perspectives: "Customer," "Internal Business Processes" and

"Learning and Growth."

Implementing Balanced Scorecards typically includes four processes:

1. Translating the vision into operational goals;

2. Communicating the vision and link it to individual performance;

3. Business planning; index setting

4. Feedback and learning, and adjusting the strategy accordingly.

According to Kaplan and Norton, “The Balanced Scorecard provides managers with the

instrumentation they need to navigate to future competitive success”.

Many books and articles referring to balanced scorecards confuse the design process elements

and the balanced scorecard itself. In particular, it is common for people to refer to a “strategic

linkage model” or “strategy map” as being a balanced scorecard.

Although it helps focus managers' attention on strategic issues and the management of the

implementation of strategy, it is important to remember that the balanced scorecard itself has no

role in the formation of strategy. In fact, balanced scorecards can comfortably co-exist with

strategic planning systems and other tool.

KANO MODEL:

The Kano model is a theory of product development and customer satisfaction developed in the

80's by Professor Noriaki Kano which classifies customer preferences into five categories:

·Attractive

·One-Dimensional

·Must-Be

·Indifferent

·Reverse

These categories have been translated into English using various different names

(delighters/exciters, satisfiers, dissatisfiers, etc.), but all refer to the original articles written by

Kano

The Kano model offers some insight into the product attributes which are perceived to be

important to customers. The purpose of the tool is to support product specification and

discussion through better development team understanding. Kano's model focuses on

differentiating product features, as opposed to focusing initially on customer needs. Kano also

produced a methodology for mapping consumer responses to questionnaires onto his model.

Quality Function Deployment (QFD) makes use of the Kano model in terms of the structuring of

the Comprehensive QFD matrices. Mixing Kano types in QFD matrices can lead to distortions

in the customer weighting of product characteristics. For instance, mixing Must-Be product

characteristics --such as cost, reliability, workmanship, safety, and technologies used in the

product--in the initial House of Quality will usually result in completely filled rows and columns

with high correlation values. Other Comprehensive QFD techniques using additional matrices

are used to avoid such issues. Kano's model provides the insights into the dynamics of customer

preferences to understand these methodology dynamics

SIMALTO MODEL:

Finding out what people value lies at the very heart of successful pricing research. Yet

establishing the value that people place on the goods and services they sell is one of the most

difficult tasks for the business-to-business marketer. If they pitch their price too high then quite

clearly they will lose out to the competition. Equally, if the price is too low, the company is in

danger of leaving money on the table for the customer.

For most b-to-b marketers, finding the right price is a judgment which many get badly wrong -

usually charging too little because they don’t realize the value of their offerings. What we really

need is a tool to help us measure value.

Three main tools exist for measuring value. Each has its own merits and may be utilized in

different circumstances:

1. Points Spend

A very simple approach is to present the buyer with a list of the benefits and ask him/her to

indicate their relative importance by spending a number of points according to which are most

valued. The points-spend gives a rough indication of how buyers see value in the products and

services they buy. This is a relatively crude and unsophisticated approach to researching price

and value.

2. Conjoint Analysis

This is a long-established technique used by market researchers for assessing the value of

different elements of an offering. However, even with relatively simple conjoint concepts it is

necessary to interview a minimum of 200 respondents in order to obtain an accurate result, and

most statisticians would look for at least twice this number. Conjoint analysis is not, therefore,

without its problems for the business-to-business researcher.

3. SIMALTO

The third and most powerful tool we recommend is SIMALTO. SIMALTO helps you to

understand how your offering is valued, and can be an essential tool in investigating value in

business-to-business situations.

(http://www.justdoiteasy.com/united-kingdom/questionnaire/customer-satisfaction.html)

(http://www.karmayog.org/education/upload/28069/Telecom%20Sector%20thesis.pdf)

BHARTI AIRTEL

Bharti Airtel formerly known as Bharti Tele-Ventures LTD (BTVL) is the largest cellular service

provider in India, with more than 126 million subscribers as of December 2010. With this, Bharti

is now the world's third-largest, single-country mobile operator and sixth-largest integrated

telecom operator. It also offers fixed line services and broadband services. It offers its

TELECOM services under the Airtel brand and is headed by Sunil Bharti Mittal. The company

also provides telephone services and broadband Internet access (DSL) in top 95 cities in India. It

also acts as a carrier for national and international long distance communication services. The

company has a submarine cable landing station at Chennai, which connects the submarine cable

connecting Chennai and Singapore.

The businesses at Bharti Airtel have always been structured into three individual strategic

business units (SBU's) - Mobile Services, Airtel Telemedia Services & Enterprise Services. The

mobile business provides mobile & fixed wireless services using GSM technology across 23

telecom circles while the Airtel Telemedia Services business offers broadband & telephone

services in 95 cities and has Direct-to-Home (DTH) service, Airtel Digital TV. Shahrukh Khan is

the brand ambassador of the mobile company and Kareena Kapoor and Saif Ali Khan are the

brand ambassadors of the DTH company. The company provides end-to-end data and enterprise

services to the corporate customers through its nationwide fiber optic backbone, last mile

connectivity in fixed-line and mobile circles, VSATs, ISP and international bandwidth access

through the gateways and landing station.

Airtel

Airtel is a brand of telecommunication services in India, Bangladesh and in Sri Lanka owned and

operated by Bharti Airtel. It is the largest cellular service provider in India in terms of number of

subscribers. Services are offered under the brand name Airtel: Mobile Services (using GSM

Technology), Broadband & Telephone Services (Fixed line, Internet Connectivity(DSL) and

Leased Line), Long Distance Services and Enterprise Services (Telecommunications Consulting

for corporates). It has presence in all 23 circles of the country and covers 71% of the current

population (as of Financial Year 2010). Airtel has also launched 16Mb/s broadband plans in

India, making it the first ISP to do so.

Subscriber base

The Airtel subscriber base according to COAI - Cellular Operators Association of India as of

December 2010 was:

• Chennai - 3,746,100

• Delhi - 1,822,208

• Mumbai - 3,003,201

• Kolkata - 2,746,100

• Punjab - 4,581,187

• Maharashtra - 6,518,134

The total is 131,714,243 or 32.86% of the total 404,349,733 GSM mobile connections in India

till December 2010; and presently the Number 1 operator in India.

Perception of people about Airtel

The advancement of technology has made the mobile users to pay in advance to the mobile usage

and as of now 99% of new entrants to the mobile field have opted for pre-paid scheme and there

has been a wane in the post-paid scheme. This is the outcome of the various beneficial offers

extended by the competitive mobile operators in the country.

As evident from the figures available, Bharti Airtel, the top most operators in the country has

envisaged a thumping 8.1 new customers in the last quarter of 2010 of which 99.9% are pre-paid

users.

Spreading across different parameters, survey highlights interesting choices and preferences of

‘Mobile India’.

Airtel has India’s largest music collection across both mobile and digital categories. Over 220

million music downloads were completed by Airtel users in 2010.

Airtel Mobitude 2009 is a compilation of millions of downloads and billions of SMSs by Airtel

customers across cities, towns and villages of India. The outcome of this network congestion is

call drops, fallacious voice quality and impatient attitude of the consumers. TRAI traced this

network congestion levels at the Points of Interconnection (POI) where the mobile traffic meet to

be diverted to desired locations. Bharti Airtel tops the list in this network congestion with 41

places while Vodafone contributing congestion in 22 places. The two companies are good in

providing different facilities. The various facilities provided by these two companies are:

Facilities provided by Airtel according to people:

• Airtel provides very cheap call rates.

• Airtel provides the facility of easy recharge.

• M-Check recharge offer is offered by Airtel.

• Low cost hello tunes are provided by this company.

• Unlimited browsing and voice SMS.

• Low STD charges and good network coverage are the best features of this company.

• The strength behind Airtel is the Bharti Group, a telecom giant - the biggest private

integrated telecom conglomerate based in India.

• Bharti Airtel is the top most operator in the country 99 % of its customers are pre paid

users.

• Airtel has one of the best coverage areas and services.

• Airtel has been coming up with innovative advertisements frequently to dominate the

market and attract the customers. Airtel is countering this approach through celebrity

power.

(http://toostep.com/debate/vodafone-zoozoo-ads-versus-airtel-lovebirds-ads)

(http://in.answers.yahoo.com/question/index?qid=20080505221139AAvszNX)

(http://www.lightreading.com/document.asp?doc_id=186142)

(http://www.indiastudychannel.com/forum/26528-Airtel-BSNL-Vodafone-Idea-Which-

Best.aspx)

VODAFONE

Vodafone Group plc is a British multinational mobile network operator headquartered in

Newbury, Berkshire, United Kingdom. Vodafone is the world's largest mobile telecommunication

network company, based on revenue, and has a market value of about £71.2 billion (November

2010). It currently has operations in 31 countries and partner networks in a further 40 countries.

Based on subscribers, it is the world's second largest mobile phone operator behind China

Mobile, with over 427 million subscribers in 31 markets across 5 continents as of 2009. In the

UK, its home ground, Vodafone has badly underperformed in the last few years due to brisk

change in administration. It has slipped from first to third largest telecom operator generating a

revenue of £4.9 billion from its 21.7 million customers in 2009-10. The name

Vodafone comes from voice data fone, chosen by the company to "reflect the provision of voice

and data services over mobile phones".

Vodafone owns 45% of Verizon Wireless, the largest wireless telecommunications network in the

United States, based on number of subscribers.

Vodafone Global Enterprise

Vodafone Operating Countries

(http://en.wikipedia.org/wiki/Vodafone)

Perception of people about Vodafone

Vodafone is considered to be one of the best networks due to its wide and better coverage. It has

positioned itself well with the use of ZooZoo’s. The SMS service provided by the company is

most economical and thus Vodafone customer’s loyalty towards the brand is quite high.

Facilities provided by Vodafone according to people:

1. Vodafone is best in providing services to customers.

2. Vodafone has 97.3% prepaid customers.

3. Vodafone provides best and great offers to its customers and also have a good customer

support.

4. Vodafone is the most technologically advanced network in India.

5. This company is also coming up with innovative advertisements frequently to dominate the

market and attract the customers.

7. ZooZoo is definitely entertaining because it's funny and cute.




(http://www.indiastudychannel.com/forum/26528-Airtel-BSNL-Vodafone-Idea-Which-Best.aspx)

Comparison between Vodafone and Airtel

The war for the very huge Indian telecom sector has just heated up. In fact it’s now moving into

the next phase. The battle to enter the market and build a loyal customer base thus generating

revenue through sales is no longer the sole business model. The two big giants in the Indian

telecom industry namely Airtel and Vodafone have established themselves for a pretty long

while. It is now time to consolidate their position and increase their sales figures. No longer is

the battle simply restricted to providing a telecom service on a cheap and affordable handset. It’s

now about making money through network services. Airtel and Vodafone who already have an

established customer base , it’s about entering areas in the country that have poor telecom access

like the rural areas. They definitely have the funds.

1. Airtel is best in providing cheap call rates but Vodafone is best in providing services to

customers.

2. Bharti Airtel is the top most operator in the country 99% of the customers are pre paid

users while in Vodafone 97.3% of the customers are prepaid customers.

3. Airtel is using celebrities’ Shahrukh,Kareena,Saif,Vidhya,Madhvan etc to advertise its

products while Vodafone is using innovative Zoo Zoo a funny character for its products.

4. Airtel has one of the best network coverage features while Vodafone is most

technologically advanced network.

5. The basic strength of Airtel is Bharti group whereas Vodafone have a good customer

support.




(http://www.indiastudychannel.com/forum/26528-Airtel-BSNL-Vodafone-Idea-Which-Best.aspx)

(http://www.theindiastreet.com/2009/05/vodafone-vs-airtelthe-gloves-are-off.html)

Chapter 2REVIEW OF LITERATURE

Satitsamitpong and Mitomo (2006) – This paper aimed to analyze the factors that affect

mobile operators switching intention. We applied the stated preference method for data collection

and employed choice probability modelsLK, specifically conditional logit model to estimate the

utility function. The results revealed that expected reduction in monthly bill is the most important

factor for customers to switch the operators. In addition, brand preference effect still exists in

Thai mobile industry. Mobile number portability (MNP) adoption fee and porting time are

negative and significant to the probability of switching mobile operators. Lately postpaid users

tend to switch operators more than prepaid users do given becomes available.

Bhatt (2008) - In this survey, the author collects the information about the characteristics and

trends of the youth market for mobile phones. For this survey, 700 respondents were selected.

According to the study, the differences between the genders and their perception appear to reflect

something of a decreasing trend amidst this new generation of technology adopters. This paper

has tried to compare the usage differences by gender with respect to the different manufacturing

and service provider companies.

Sinha and Wagh (2008) - Author studied consumer choices, preference regarding mobile

services and mobile usage. For this study 100 consumers was selected from the streets and

markets of the Maunpur city to put forth their views and to fill the questionnaire. And secondary

data was collected from the journals, articles, newspapers, TRAI reports. The result of the study

stated that major chunk of the mobile users were below 35 years of age and were post graduates

and plus graduates. Majority of the consumers considered multi usage features of cell phones as

a reason behind choosing a cell phone. Majority of the consumers considered that they remained

connected with the family and friends is the main benefits from the cell phones, remaining says

to enjoy wide coverage at low cost while rest says for entertainment, for convenience at business

operations and for enjoying internet.

Bhave and Behura (2008) – The survey revealed that customer care was not the

strongpoint of any service provider, as the average time that a subscriber took to be able to

connect to the customer service was 5 minutes as against the legal requirement of one minute.

Besides, only 30% subscribers confirmed that they were able to get through in just one call

attempt. The survey covered nine mobile service providers that serve consumers in these metros.

The survey assumes importance at the fast growth of Mobile services which is adding nearly 8

million new subscribers a month. The growth is to be seen in the context of the fact that the cost

of mobile telephony service in India is among the lowest in the world and

Indian consumers do get good value for money insofar as mobile phone services are concerned.

There are sore points in services that make a consumer grumble, but the overall picture cannot be

said to be negative. Consumer VOICE dedicated three months of research time to interviewing

4,745 consumers in the four metro cities of India to find out their level of customer satisfaction

with mobile phone services.

BPL, Vodafone, and TATA are the leaders if we consider people's collective view about which

service provider they would most highly recommend to their friends or relatives.

On the ten point scale, overall satisfaction of service provider is as BPL with 7.7, BSNL and

Aircel with 7.6, Idea with 7.4, Airtel and Tata with 7.3, Reliance and Vodafone with 7.2 and

MTNL with 6.9.

Slezak (2009) - The purpose of this study was to examine why mobile phone usage increased

faster in Spain in recent years compared to the United States. Upon applying the theory of supply

and demand to the mobile communications market structures in both countries, conclusions can

be drawn to explain important reasons behind their differing growth rates in cellular mobile

penetration. In regard to traditional determinant analysis, each demand-side factor including

tastes and preferences and the price and availability of substitutes and complements, pointed

toward more rapid growth in Spain compared to the United States. On the supply side, the impact

that regulation had on the markets caused a greater increase in supply in the United States

compared to Spain. These above conclusions result in a slightly larger equilibrium quantity of

mobile penetrations in Spain than in the United States, but do not explain Spain’s current rapid

growth. The most important conclusion of this paper is that the introduction of pre-paid pricing

schemes coupled with the CPP pricing structure caused a favorable shift in demand in Spain, as

opposed to a movement along the demand curve. When this factor is considered with the results

of traditional supply and demand analysis, it reinforces the conclusion that demand in the mobile

communications market increased greater in Spain, thus yielding a greater equilibrium quantity

of mobile penetration.

The policy implication stemming from the analysis suggest that Spain needs to re-examine

the supply-side factor of the impact of regulation and the United States must review pricing

schemes that effect the demand side of its mobile communications market. It is essential for

countries to invest in the design and implementation of infrastructures. The ability to

communicate quickly and efficiently is necessary to spurm economic growth. Future trends in

wireless communication promise the invention of new technologies that will posses the ability

for providers to pinpoint their phones within 100 yards making it easier to locate the origin of

911 calls. Whether an individual is looking for safety, status, or service, wireless communication

is the answer and both the United States and Spain needs to take regulatory measures to invest in

its infrastructure to ensure they do not get lost in the “cellular divide”.

Kumar (2009) - In this survey, comparative report on the various Mobile phones and service

providers from the consumer view point and thus finding the best mobile and service provider.

Based on the survey report it can be concluded that NOKIA is the best mobile because of its

durability, long standby hours, good camera resolution and better display. Also AIRTEL is the

best service provider because of its greater coverage, promotional offers, good GPRS facility and

better customer support.

Kashyap (2009) - After analyzing the findings of the research, the author concluded that

Airtel lagged behind its competitors as far as customer service and availability is concerned. The

maximum no. Of people who used the mobile was in the age group of 20 to 28. Cash cards were

the most popular type of mobile connections, as they were consumer friendly and recharging the

connection was not a problem. Maximum no. Of people spent RS 500 on their connections. As

Airtel was the only company having the maximum no of mobile connections so it must seriously

looked into the loop holes of the existing customer service department. Although people were

aware about the tariff plans offered by WLL service providers, but right now they were not in

hurry to adopt it. The public wants to wait and watch their respective performances.

Chapter 3RESEARCH METHODOLOGY

The success of the analysis mostly depends on the methodology on which it is carried

out. The appropriate methodology will improve the validity of the findings.

• Area of the study:

The study was mainly concentrated on Amritsar city.

• Research Design:

Descriptive Research: Descriptive research includes survey and fact-findings enquire

of different kinds. The major purpose of descriptive research is description of the state affairs, as

it exists at present.

• Data Collection:

The study is based on the data collected through primary and secondary sources.

• Primary Data:

A questionnaire was designed to collect primary data from various cell phone users.

• Secondary Data:

Secondary data was collected from journals, magazines, web sites and from other

relevant publications.

• Sampling Design:

The sampling design mainly consists of the sample taken for the study along with the

sample size, sample frame and sampling method.

• Sample Size:

From the universe, sample sizes of 150 customers were selected for the purpose of the

study.

• Sample Frame:

The customers were selected on a random basis from which the respondents were

selected based on convenience and judgement.

• Sampling Method:

Convenience sampling was used, based on the willingness and availability of the

respondents. The study was conducted on consumers with different type of business.

• Research period:

The time for the project was limited to 3 months only. From this, 2 months were spent

for the collection of data.

OBJECTIVES OF THE STUDY

The project helps the student to check whether the theory and practice actually matches.

Organizational exposure helps the student to know how effectively they performed in the market.

The primary objectives of the study was,

• To analyze the preference level of customers towards Airtel & Vodafone services.

The secondary objectives of the study was,

• To study how the customer choose their respective service provider.

• To find the awareness among the customers about Airtel & Vodafone and their new

products.

• To find out the problems faced by the service users of Airtel and Vodafone

• To analyze the position of both service providers in the market.

• To analyze the loyalty status of the consumers towards Airtel and Vodafone

• To identify the customer preferences about value added services provided by Airtel

and Vodafone.

• To find out the better network services provided by Airtel and Vodafone in rural

areas

• To make suggestion, if any to improve existing condition.

NEED AND SCOPE OF THE STUDY

Today, for any organization or firm to survive in this competitive world depends on its

ability to be dynamic and be different from the competition to be unique in the industry.

Customer Satisfaction helps every organization to keep the existing customer and to build new

customer.

This research is aimed at profiling the standard customer with an aim to increase the

network and improve company-customer relations. The information gathered through this

research can be used by the company to improve its services and became more customers

friendly. This can increase the goodwill of the company and its overall performance.

Thus this study is aimed to provide the management with some knowledge about its

status in market both in terms of sales and customer awareness. The research also aims to

provide some ideas to improve the company’s present condition.

LIMITATIONS OF THE STUDY

• The behavior of the customer while approaching them to fill the questionnaire was

unpredictable.

• The shortage of time was another constrain for the study.

• There may be error due to bias of respondents.

• Lack of customer’s cooperation was a major constraint.

• Majority of the customer were too aggressive in nature.

• The sample was restricted to 150 customers, which may restrict the scope and completion

of study.

Chapter 4ANALYSIS AND INTERPRETATION

• Mobile services used by respondents:

Table 1- Frequency distribution of respondents:

Mobile Services No. Of Respondents % of Respondents

Vodafone 82 55%

Airtel 68 45%

Total 150 100%

Figure 1-

INTERPRETATION-

A survey of 150 respondents was taken, out of which 55% of respondents use Vodafone services

and 45% of respondents use Airtel services.

2. Gender:

Table 2- Frequency wise distribution of gender:

Gender No. Of Respondents % of Respondents

Male 62 41%

Female 88 59%

Total 150 100%

Figure 2-

INTERPRETATION-

Out of 150 Respondents, most of them were female respondents i.e. 62 were male and 88 were

female respondents.

• Occupation:

Table 3- Frequency wise distribution of respondents:

Occupation No. Of Respondents % 0f Respondents

Professional 12 8%

Academic 21 14%

Computer/Engineering 26 17%

Student 83 55%

Others 8 6%

Total 150 100%

Figure 3-

INTERPRETATION-

Talking about the occupation of the respondents, 12 were professional, 21 were academic, 26

were computer/engineering background, 83 were students and 8 were others like security guards

etc.

4. Age wise distribution of respondents:

Table 4-

S.No. Age % of Respondents

1. Below 20 4%

2. 21-30 68%

3. 31-40 18%

4. Above 40 10%

Figure 4-

INTERPRETATION-

Age factor also have important role in usage of services. 4 % lies below age group of 20 years,

68% of respondent lie in age group of 21-30, 18% in 31-40, again 10% of respondent’s lies in

age group above 40.

5. Type of services used by respondents:

Table 5-

Type Of Services No. Of Respondents % of Respondents

Postpaid 32 21%

Prepaid 118 79%

Total 150 100%

Figure 5-

INTERPRETATION-

Generally most of the people prefer prepaid connection. Due to which, out of 150 respondents,

32 respondents use post-paid connection and 118 use prepaid connection.

6. Distribution on the basis of using these services

Table 6-

Time Period for Using the

Services

No. Of Respondents % of Respondents

Less than 6 months 10 7%

6 months to 1 year 47 31%

More than 1 year 93 62%

Total 150 100%

Figure 6-

INTERPRETATION-

Colour green shows that about 62% respondents are using the current service for more than 1

year, red shows 31% respondent are using the service between 6 months to 1year and blue colour

shows 5% of respondents using the service for less than six months.

7. Distribution on basis of monthly expenditure in terms of your mobile usage

Table 7-

Monthly Expenditure No. Of Respondents % of Respondents

Less than Rs 200 3 2%

Rs 200 to Rs 500 42 28%

Rs 500 to Rs 1000 79 53%

More than Rs 1000 26 17%

Total 150 100%

Figure 7-

INTERPRETATION-

According to survey, 28% respondents spend around Rs 200 to Rs500 on their mobile usage per

month, around 53% spend between Rs 500 to Rs1000/ month, around 2% spend less than Rs200

and around 17% spend more than Rs 1000 per month.

8. How do you rate your services provider in terms of connectivity and area of network coverage?

Table 8-

Network Coverage No. Of Respondents % of Respondents

Bad 0 0%

Good 118 79%

Neither Good Nor Bad 32 21%

Total 150 100%

Figure 8-

INTERPRETATION-

Airtel customers are more satisfied if talking about network coverage as compared to Vodafone.

Whereas in case of total respondents, about 119 respondents show good response to Network

coverage and remaining respondents responded to neither good nor bad i.e. around 31

respondents.

9. What do you feel about the call tariff linked with the connection you are currently using?

Table 9-

Call Tariff No. Of Respondents % of Respondents

Very Economical 0 0%

Cheap 16 11%

Normal 102 68%

Expensive 32 21%

Total 150 100%

Figure 9-

INTERPRETATION-

Out of 150 respondents, 16 respondents respond cheap call tariff provided by their service

provider whereas 102 respond normal and 32 respond expensive. Most of the respondents who

respond expensive are Airtel customers.

• How appropriate are the STD and ISD rates related with your plan being used right now?

Table 10-

STD & ISD Rates No. Of Respondents % of Respondents


Cheap 7 5%

Normal 93 62%

Expensive 50 33%

Total 150 100%

Figure 10-

INTERPRETATION-

According to the survey, 7 respondents respond as cheap STD & ISD rates provided by their

service provider whereas 93 respond normal and 50 respond expensive.

• How appropriate are the SMS rates related with the plan you are using currently?

Table 11-

SMS Rates No. Of Respondents % Of Respondents


Cheap 47 31%

Normal 20 14%

Expensive 17 11%

Total 150 100%

Figure 11-

INTERPRETATION-

As most of the service providers provide various plans of free SMS, so most of the respondents

respond SMS rates as cheap or very economical. In a survey, 66 respond as very economical, 47

as cheap, 20 as normal and 17 respond as expensive. This is due to reason of expensive

international messages.

• Do you receive unwanted calls and SMS Advertisements? If yes, do you mind it?

Table 12-

Receive Unwanted Calls &

SMS


No 23 15%

Yes, I don’t mind 42 28%

Ys, I hate them 85 57%

Total 150 100%

Figure 12-

INTERPRETATION-

Talking about the receiving of the unwanted calls and SMS, 22 respondents said that they didn’t

receive any unwanted calls or messages, 41 said that they receive and they don’t mind it also and

82 said that they receive and they really hate these calls and messages.

• Are you satisfied with the recharge options? i.e rates / availability etc

Table 13-

Satisfied with Recharge

Options


No 98 65%

Yes 18 12%

Neither yes nor no 34 23%

Total 150 100%

Figure 13-

INTERPRETATION-

65% customers are not satisfied with recharge options that are provided by companies, 23% are

neither satisfied nor dissatisfied and 12% are satisfied customers out of 150 respondents.

• Evaluate your most recent customer services experience

Table 14-

Customer Service Experience No. Of Respondents % of Respondents

Very Bad 3 2%

Bad 15 10%


Good 78 52%

Very Good 1 1%

Total 150 100%

Figure 14-

INTERPRETATION-

Out of 150 respondents, 3 respondents said that they have a very bad customer service

experience, 15 said bad customer service experience, 53 said neither good nor bad, 78 said good

experience and only 1 respondent respond very good customer service experience.

• How would you rate your level of satisfaction with the service provider in regards to value?

Table 15-

Level of Satisfaction with

Service Provider


Very Bad 0 0%

Bad 23 16%


Good 72 48%

Very Good 8 5%

Total 150 100%

Figure 15-

INTERPRETATION-

Out of 150 respondents, 23 said that they show lower level of satisfaction, 47 said neither good

nor bad, 72 said good response and 8 respondents respond very good level of satisfaction.

• How would you rate your level of satisfaction with the service provider in regards to pricing?

Table 16-

Recent Customer Experience No. Of Respondents % of Respondents

in Regard to Pricing

Very Bad 6 4%

Bad 19 13%


Good 68 45%

Very Good 16 11%

Total 150 100%

Figure 16-

INTERPRETATION-

With respect to the recent customer experience in regard to pricing, 6 respondents show very bad

response, 19 respondents receive bad experience, 41 respond neither good nor bad, 68 respond

good while 16 respond very good customer experience in regard to pricing.

17. How would you rate your overall quality of your relationship with the service provider, Considering all your experiences with them?Table 17-

Quality of relationship with

service Provider


Very Bad 0 0%

Bad 5 3%


Good 89 58%

Very Good 14 9%

Total 150 100%

Figure 17-

INTERPRETATION-

Out of total respondents, 5 respondents have bad relation with the service provider, 47 have

neither good nor bad relation, 89 have good relation and 14 have very good relation with their

respective service providers.

• How likely are you to repurchase the services from this company in the future? Would you say your chances are?

Table 18-

Chances of Repurchase of

Services in Future


Very Bad 1 1%

Bad 3 2%


Good 83 55%

Very Good 36 24%

Total 150 100%

Figure 18-

INTERPRETATION-

36 respondents show a very good chance of repurchase of services in future, 83 show good

chance, 27 respond neither good nor bad, 3 respond bad chances and only 1 respondent respond

very bad chances of repurchase of services in future.

• How likely are you to recommend the services of this company to a friend or relative? Would you say your chances are?

Table 19-

Chances of Recommending

the Services of Company to

Friends


Very Bad 0 0%

Bad 4 3%


Good 71 47%

Very Good 42 28%

Total 150 100%

Figure 19-

INTERPRETATION-

42 respondents show a very good chance of recommending the services of company to friends,

71 show good chances, 33 respond neither good nor bad chances and 4 respond bad chances.

• Over the next 12 months, how likely are you to change your service provider?

Table 20-

Chances to Change

Your Service Provider

No. Of

Respondents

% of Respondents

No Plans 73 49%

Yes will change to

something better

20 13%

I am happy with what I

am having

57 38%

Total 150 100

Figure 20-

INTERPRETATION-

Out of 150 respondents, 73 respondents said that they have no plans of changing their service

provider, 20 said that they will change to something better and 57 said that they are happy with

what they have.

Chapter 5FACTS & FINDINGS:

Various findings during this project are-

• Talking about the network coverage then Airtel has the best network coverage whereas

Vodafone has technologically advanced network.

• Airtel is best in providing cheap call rates but Vodafone is best in providing services to

customers.

• Bharti Airtel is the top most operators in the country 99% of the customers are pre paid

users while in Vodafone 97.3% of the customers are prepaid customers.

• Airtel is using celebrities like Shahrukh,Vidhya,Kareena,Saif,Madhvan etc to advertise its

products while Vodafone is using innovative ZooZoo a funny character for its products.

• The basic strength of Airtel is Bharti group whereas Vodafone have a good customer

support.

In short, various perceptions of customers regarding Airtel and Vodafone along with their

various attributes are shown below in tabular form:-

Airtel Vodafone - formerly Hutch

Product Rating:

Product Recommendation: 72% 57%

Various Attributes Respective Ratings

Network Coverage:

Customer Service:

Charges and Billing:

Offers:

(http://www.mouthshut.com/comparison/compareproducts.php?

prodsel=925020930 & id=925020924 )

Chapter 6SUMMARY, CONCLUSION AND

RECOMMENDATIONS

Summary:

A customer is someone who makes use of the paid products of an individual or organization.

This is typically through purchasing or renting goods or services. Customer expectations are

based on perceived values of facilities or services as applied to specific needs. Expectations are

influenced by cultural values, advertising, marketing, and other communications, both with the

supplier and with other sources. As customer is rational he wants maximum satisfaction with his

resources. At present there are various companies which are providing mobile services to

customers, Airtel and Vodafone are the two main companies in the same sector who are fulfilling

customers’ needs. Customers have various perceptions about these two companies. Airtel

provides very good coverage and various services. It has very good network, with very cheap

call rates, STD charges, it provides the facility of easy recharge etc. Airtel is committed to bring

Seychelles the best in telecommunications. The strength behind Airtel is the Bharti Group; a

telecom giant - the biggest private integrated telecom conglomerate based in India .on the other

hand Vodafone is the world's largest mobile telecommunication network company, based on

revenue, Vodafone is best in providing services to its customers and is excellent in technology.

Thus in order to attract customers various companies are using effective advertisement and other

promotional programs. as both companies are very well established now the main objective of

both companies is to target the area which is poor in telecom access like rural areas. Thus the

main objective of our study is to know what are the various perceptions of customers about these

two companies..

Conclusion:

After analyzing the findings of the research, I can conclude that Airtel lagged behind Vodafone

as far as customer service and availability is concerned. The maximum number of people who

use the mobile is in the age group of 20 to 28. Cash cards are the most popular type of mobile

connections, as they are consumer friendly and recharging the connection is not a problem.

Maximum no. of people spends RS 500 on their connections. As Airtel is the only company

having the maximum number of mobile connections so it must seriously look into the loop holes

of the existing customer service department.

The public wants to wait and watch their respective performances. As per according to the data

collected using questionnaires results in following conclusions:-

• There is great competition between both the companies but Vodafone has more of its

customers as compared to Airtel in mobile services.

• In all of their customers in both companies, more than 60% are students or between age

group of 20 to 40.

• Airtel has more prepaid customers as compared to Vodafone i.e. almost 99.9% customers

are using prepaid services.

• Most of the customers are quit loyal customers and are stay connected with the service

provider for more than 1 year but both companies have maximum customers with

expenditure of Rs. 500 to Rs. 1000 per month.

• With respect to network Airtel has more network coverage but Vodafone has more

technologically advanced network.

• Talking about the call tariff, STD & ISD rates and SMS rates, both companies have

similar strategies, i.e. lower local and STD call rates but higher ISD rates. But SMS rates

of both the companies are found to be very economical.

• Almost all the customers of both the companies are satisfied with the services provided

by their respective companies with respect to recharge options, their personal customer

experience or value and pricing.

• Depending on the data collected, most of the customers are loyal customers and still

shows a positive response of the loyalty in future also.

Recommendations:

To Airtel:

• It shoul give more emphasis on providing services to customers to compete with

vodafone.

• It should give more focus on techonological development.

• Airtel must try some more inovative ideas in making advertisement.

• It should provide better customer service.

To Vodafone:

• It should provide good network coverage.

• Vodafone must lower the rates of its various services.

• Try to lower the international call tariffs and SMS rates.

For both the companies:-

BIBLIOGRAPHY

Journal:

• Satitsamitpong andMitomo. (2006), “Factors that affect the Mobile Operators”, Indian

Journal of Marketing.

• Bhatt, Mayank Vinodbhai. (2008), “A Study of Mobile Phone Usage among the Post

Graduate Students”, Indian Journal of Marketing.

• Sinha, S.K and Wagh, Ajay. (2008), “Analyzing Growth of Cellular Telecom Sector and

Understanding Consumer’s Preferences and Choices on the Use of Cell Phones”, Indian

Journal of Marketing.

• Bhave, Yashwant and Bheru, Sidhartha.(2008), “Indian mobile telephony services are

competitive and provide good value for money”, assessed from http://consumer-

voice.org/press_release/Quality-of-Service.pdf.

• Slezak. (2009), “To Study the Mobile Phone Usage in Spain”, ‘Undergrajuate Journal of

Economics’, assessed from http://www.econ.ilstu.edu/UAUJE.

• Kumar, Parveen. (2009), “Survey Report on Best Mobile and Service” assessed from

http://www.ietymschennai.org/pdf/mobile%202%20prize.pdf.

• Kashyap, Vinod. (2009), “Comparative Study of Airtel and Its Competitors”, assessed

from http://www.docstoc.com/docs/DownloadDoc.aspx?doc_id=24904690.

Books:

• Malhotra K. Naresh- Marketing Research, Pretice Hall of India private limited fourth

edition.

• Schiffman, Leon G. and Kanuk Leslie Lazar Consumer Behaviour, Pearson Pretice Hall,

9th edition.

• Jha S.M, Services Marketing, Himalaya Publishing House, 6th revised edition.

Websites:

• (http://www.docstoc.com/docs/DownloadDoc.aspx?doc_id=7138364)

• (http://www.techneau.org/fileadmin/files/Publications/Publications/Deliverables/

D6.2.1.pdf)

• (http://www.vodafone.com/etc/medialib/business_refresh/pdf.Par.69894.File.dat/Getting-

closer-red-paper.pdf)

• (http://www.justdoiteasy.com/united-kingdom/questionnaire/customer-satisfaction.html)

• (http://www.karmayog.org/education/upload/28069/Telecom%20Sector%20thesis.pdf)

• (http://en.wikipedia.org/wiki/Bharti_Airtel)

• (http://toostep.com/debate/vodafone-zoozoo-ads-versus-airtel-lovebirds-ads)

• (http://in.answers.yahoo.com/question/index?qid=20080505221139AAvszNX)

• (http://www.lightreading.com/document.asp?doc_id=186142)

• (http://www.indiastudychannel.com/forum/26528-Airtel-BSNL-Vodafone-Idea-Which-

Best.aspx)

• (http://en.wikipedia.org/wiki/Vodafone)

• (http://www.theindiastreet.com/2009/05/vodafone-vs-airtelthe-gloves-are-off.html)

• (http://www.mouthshut.com/comparison/compareproducts.php?

prodsel=925020930 & id=925020924 )

QUESTIONNAIRE

Airtel Vs Vodafone

Descrip

tion

A survey to find popularity between two

major mobile service providers in

Amritsar.

Survey

1. Which mobile services do you use?

Vodafone

Airtel

2. Your gender?

Male

Female

3. What is your occupation?

Professional

Academic

Computers/engineering

Student

Others

4. What is your age?

10 – 20

20 – 30

30 – 40

>40

5. Which type of services do you use?

Postpaid

Prepaid

6. For how long have you been using

these services?

Less than 6 months

6 months - 1 year

More than a year

7. What is your monthly expenditure

in terms of your mobile usage?

Less than Rs. 200

Rs. 200 to Rs. 500

Rs. 500 to Rs. 1000

More than Rs. 1000

8. How do you rate your services

provider(Airtel and Vodafone) in

terms of connectivity and area of

network coverage?

Good

Bad

Neither good nor bad

9. What do you feel about the call

tariff linked with the connection you

are currently using?

Very Economical

Cheap

Normal

Expensive

10. How appropriate are the STD and

ISD rates related with your plan

being used right now?

Very Economical

Cheap

Normal

Expensive

11. How appropriate are the SMS

rates related with the plan you are

using currently?

Very Economical

Cheap

Normal

Expensive

12. Do you receive unwanted calls

and SMS Advertisements? If Yes, do

you mind it?

No

Yes, I don’t mind

Yes, I hate them

13. Are you satisfied with the

recharge options of Airtel and

Vodafone? i.e rates / availability etc.

Yes

No

Neither Yes nor no

14. Evaluate your most recent

customer services experience about

Airtel and Vodafone

Very Bad

Bad

Neither Good nor Bad

Good

Very Good

15. How would you rate your level of

satisfaction with the service provider

in regards to value?

Very Bad

Bad


Good

Very Good

16. How would you rate your level of

satisfaction with the service provider

in regards to pricing?

Very Bad

Bad


Good

Very Good

17. How would you rate your overall

quality of your relationship with the

service provider, considering all your

experiences with them?

Very Bad

Bad


Good

Very Good

18. How likely are you to repurchase

the services from this company in the

future? Would you say your chances

are?

Very Bad

Bad


Good

Very Good

19. How likely are you to recommend

the services of this company to a

friend or relative? Would you say

your chances are?

Very Bad

Bad


Good

Very Good

20. Over the next 12 months, how

likely are you to change your service

provider?

No plans at all

Yes will change to something better

I am happy with what I am having

AIRTEL,vODAFONE

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