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A

PROJECT REPORT

ON

CUSTOMER SATISFACTION AT VODAFONE

SUBMITTED IN

PARTIAL FULFILMENT FOR

THE DEGREE OF

BACHELOR OF BUSINESS ADMINISTRATION

(BBA)

SUBMITTED BY

GODHANI ANKIT D.

PROJECT GUIDE

HORMAZ PATEL

THE SURAT PEOPLES CO.OP.BANK COLLEGE OF BUSINESS

ADMINISTRATION, UDHNA,


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SURAT

2010-11

DECLARATION

I, GODHANI ANKIT D., the undersigned, here by, declare that this dissertation

titled CUSTOMER SATISFACTION AT VODAFONE is an original and

bonafide work carried out under the guidance of HORMAZ PATEL, Lecturer, The

Surat Peoples Co-Op. Bank College of Business Administration, Udhna, Surat.

The empirical findings in this report are based on the data collected and have not

been taken from any other report.

This dissertation does not form any basis for other degree or diploma programme.

______________________________________

Godhani Ankit D., Roll No.:20

Date : _________________

Place : _________________


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ACKN OWLEDGEMENT

The satisfaction and euphoria that accompany the successful completion of any task

would be incomplete without the mention of the leaders, whose constant guidance

and encouragement crown all the efforts with success.

Apart from the efforts of me, the success of this project depends largely on the

encouragement and guidelines of many others. I take this opportunity to express my

gratitude to the people who have been instrumental in the successful completion of

this project.

I would like to show my greatest appreciation to Prof. Hormaz Patel. I cant say

thank you enough for his tremendous support and help. I feel motivated and

encouraged every time I attend his meeting. Without his encouragement and guidance

this project would not have materialized. It was for his support that I got proper

guidelines for preparing this project.

I am highly obliged to the Veer Narmad South Gujarat University for

arranging the programme of practical training in Bachelor of Business

Administration in such a manner.

There are many more people I would like to thank; they are the peoples living in our

society, they helped me with the questions asked and the answers given by them were

up to the mark, they were confident with their answers.

Thanks and appreciation to the helpful people at VODAFONE ESSAR for their

support.

Finally, I express my intense gratitude to my parents whose blessings

has helped me to translate my efforts into fruitful achievement


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Fax No. : (0261) 2277739 E-Mail : [email protected] 0261-2270825,

2277739, 2273542 The Surat Peoples Co.op.Bank College ofBusiness Administration

(SELF FINANCED)

(Managed by Udhna Academy Education Trust)214, Ranchhod Nagar, Opp. Swaminarayan Temple, Surat-Navsari Road,

Udhna ,Surat-394 210.

CERTIFICATE

This is to certify that Mr.GODHANI ANKIT DHIRUBHAI has preparedthe Project Report entitled CUSTOMER SATISFACTION AT

VODAFONE under my guidance & supervision.

This project embodies the result of his work & is of the standard expected

of a candidate for the successful completion of Bachelor of Business

Administration Degree.

Date : _________________

Place: _________________

_____________________ _______________________

(Faculty Guide) (Vice Principal)

(Hormaz Patel) Mrs. Daisy Sheby Thekkanal
mailto:[email protected]:[email protected]


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EXECUTIVE SUMMARY

From this descriptive research study, the company would be able to know about their

prospects and customer needs, preference, characteristics and level of satisfaction

from five dimensions of VODAFONE ESSAR Store viz. services, scheme,

employees, location, etc.

With the help of this project work, the company can know the consumer attitude,

perception towards their shopping preference, about strength and weaknesses from

each and every dimension of store and services. And, thus the organization would be

able to provide good quality of goods and services to the customers. This will help

the organization in providing better customer share and increasing share of walletfrom the existing customers.

I have chosen the retail industry for my project work because presently it is the one of

the fastest growing sector and having vast future scope in India. I have chosen project

study in marketing subject because this field is very challenging and it posses full of

creativity and art. And, retail sector is one of the best places to learn marketing tactics

in lively atmosphere full of direct consumer interaction.

For my project work I have selected VODAFONE due to few reason:

Vodafone Essar group posses a very reputable brand image in India and abroad and is

made of very good standing management team. For sharpening my knowledge and

skills, it is the best place to shape my theoretical knowledge in to practice.

The another reason for choosing Vodafone is because it is having leadership position

in organized retailing sector in whole India and having largest retail chain.


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For the purpose of my study I have gathered data regarding the company and research

work by two ways; primary data and secondary data.

I have gathered primary data through sample survey, as the primary data seems to be

best alternative for me. For the purpose of my study, I have taken questionnaire

method as a data collection instrument. .

I have also used secondary data source to collect information regarding company

profile. For this purpose I have referred company websites. The survey is based on

sample, this sample size will be in order to collect accurate information within

minimum cost & time. In sample survey method, by suing questionnaire, data will be

collected to know perception of consumer regarding Vodafone sales & service.


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Chapter : 1

Industry Profile


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Introduction:

The telecom network in India is the fifth largest network in the world meeting up

with global standards. Presently, the Indian telecom industry is currently slated to an estimated

contribution of nearly 1% to Indias GDP.

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.


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There are three types of players in telecom services:

State owned companies (BSNL and MTNL)

Private Indian owned companies (Reliance Infocomm, Tata Teleservices)

Foreign invested companies (Vodafone-Essar, Bharti Tele-Ventures, Escotel, Idea Cellular,

BPL Mobile, Spice Communications, Uninor)

India's mobile telecom sector is one of the fastest growing sectors. Unlike in the 1990s when the

mobile phone was an elitist product, mobile operators now tap a mass market with mass marketing

techniques. "Unified licensing" rules allow basic and mobile operators into each others territory,

and have ushered in perhaps the final phase of industry consolidation.

It seems that only companies with deep pockets can effectively compete as primary operators

mobile markets. Economies of scale, scope, and end-to-end presence in long-distance as well as

local telecom, are desirable.

There are, besides, new challenges. Operators have to find new growth drivers for the wire line

business. There are problems of getting broadband to take off, of technology choice, of when to

introduce new technologies, and of developing a viable business model in an era of convergence.

Growth of mobile technology:

India has the fastest growing mobile markets in the world. The mobile services were commercially

launched in August 1995 in India. In the initial 5-6 years the average monthly subscribers additions

were around 0.05 to 0.1 million only and the total mobile subscribers base in December 2002 stood

at 10.5 millions. However, after the number of proactive initiatives taken by regulator and licensor,

the monthly subscriber additions increased to around 2 million per month in the year 2003-04 and

2004-05.

Although mobile telephones followed the New Telecom Policy 1994, growth was tardy in the early

years because of the high price of hand sets as well as the high tariff structure of mobile telephones.

The New Telecom Policy in 1999, the industry heralded several pro consumer initiatives. Mobile


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subscriber additions started picking up. The number of mobile phones added throughout the country

in 2003 was 16 million, followed by 22 millions in 2004, 32 million in 2005 and 65 million in 2006.

The only countries with more mobile phones than India with 156.31 million mobile phones are

China 408 million and USA 170 million.

India has opted for the use of both the GSM (global system for mobile communications) and

CDMA (code-division multiple access) technologies in the mobile sector.

The mobile tariffs in India have also become lowest in the world. A new mobile connection can be

activated with a monthly commitment of US$ 5 only. In 2005 alone 32 million handsets were sold

in India. The data reveals the real potential for growth of the Indian mobile market.

Cellular Service Providers:

As on Apr 2007 India has 167 million mobile phone subscribers. Out of this 125 million are

GSM users and 41 million CDMA users. BSNL, Bharti Airtel, Hutch, Idea, Aircel, Spice and

MTNL are the main GSM providers in India. Reliance Communications and Tata Indicom are the

main CDMA providers in India.

Bharti Airtel

Airtel is providing cellular services in Delhi, Mumbai, Kolkata, Chennai, Andhra

Pradesh, Gujarat, Haryana, Himachal Pradesh, Jammu and Kashmir, Karnataka, Kerala, Madhya

Pradesh, Maharashtra, Goa, Orissa, Punjab, Rajasthan, Tamil Nadu, UP and West Bengal. Airtel is

the No.1 cellular service provider in India using GSM technology. Airtel has 23% market share in

India with a total subscriber base of 38 million.

Reliance Communications

Reliance has both CDMA and GSM networks and total subscriber base of 29 million

or 17% market share. It has GSM network in Assam, Bihar, Himachal Pradesh, Kolkata, North

East, Madhya Pradesh, Orissa and West Bengal. Reliance has CDMA networks in other states and

cities.


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Bharat Sanchar Nigam Limited (BSNL)

BSNL is a state owned telecom company which has GSM presence in almost every

cities and towns. BSNL has 27 million subscribers with a market share of 16%.

Vodafone

Vodafone is another emerging GSM provider in India with coverage in Kerala,

Mumbai, Delhi, Kolkata, Chennai, Gujarat, Andhra Pradesh, Karnataka and Punjab with a total

subscriber base of 27 million.

Tata Indicom

Tata Indicom is a main CDMA provider in India with 16 million subscribers all over

India. Tata Indicom has presence in almost every state and cities in India.


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Chapter : 1

Company Profile

Introduction:


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Vodafone is a mobile network operator headquartered in Berkshire, England, UK. It is the largest

mobile telecommunications network company in the world by turnover and has a market value of

about 75 billion (August 2008). Vodafone currently has operations in 25 countries and partner

networks in a further 42 countries.

The name Vodafone comes from Vo ice da ta fone, chosen by the company to "reflect the provision

of voice and data services over mobile phones."

As of 2006 Vodafone had an estimated 260 million customers in 25 markets across 5 continents. On

this measure, it is the second largest mobile telecom group in the world behind China Mobile.

In the United States, Vodafone owns 45% of Verizon Wireless.

Mission:

Vodafone is primarily a user of technology rather than a developer of it, and this fact is

reflected in the emphasis of our work program on enabling new applications of mobile

communications, using new technology for new services, research for improving

operational efficiency and quality of our networks, and providing technology vision

and leadership that can contribute directly to business decisions.

Vision: Our Vision is to be the worlds mobile communication leader enriching customers

lives, helping individuals, businesses and Communities be more connected in a mobile world.

History:

In 1982 Racal Electronics plc's subsidiary Racal Strategic Radio Ltd. won one of two UK cellular

telephone network licenses. The network, known as Racal Vodafone was 80% owned by Racal,

with Millicom and the Hambros Technology Trust owning 15% and 5% respectively. Vodafone

was launched on 1 January 1985. Racal Strategic Radio was renamed Racal TelecommunicationsGroup Limited in 1985. On 29 December 1986 Racal Electronics bought out the minority

shareholders of Vodafone for GB110 million.


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In September 1988 the company was again renamed Racal Telecom and on 26 October 1988 Racal

Electronics floated 20% of the company. The flotation valued Racal Telecom at GB1.7 billion On

16 September 1991 Racal Telecom was demerged from Racal Electronics as Vodafone Group.

In July 1996 Vodafone acquired the two thirds of Talkland it did not already own for 30.6 million.

On 19 November 1996, in a defensive move, Vodafone purchased Peoples Phone for 77 million, a

181 store chain whose customers were overwhelmingly using Vodafone's network. In a similar

move the company acquired the 80% of Astec Communications that it did not own, a service

provider with 21 stores.

In 1997 Vodafone introduced its Speech marklogo, as it is a quotation mark in a circle; the O's in

the Vodafone logotype are opening and closing quotation marks, suggesting conversation.

On 29 June 1999 Vodafone completed its purchase of AirTouch Communications, Inc. and changed

its name to Vodafone Airtouch plc. Trading of the new company commenced on 30 June 1999. To

approve the merger, Vodafone sold its 17.2% stake in E-Plus Mobilfunk. The acquisition gave

Vodafone a 35% share of Mannesmann, owner of the largest German mobile network.

On 21 September 1999 Vodafone agreed to merge its U.S. wireless assets with those

of Bell Atlantic Corp to form Verizon Wireless. The merger was completed on 4 April

2000.

In November 1999 Vodafone made an unsolicited bid for Mannesmann, which was rejected.

Vodafone's interest in Mannesmann had been increased by the latter's purchase of Orange, the UK

mobile operator. Chris Gent would later say Mannesmann's move into the UK broke a "gentleman's

agreement" not to compete in each other's home territory. The hostile takeover provoked strong

protest in Germany and a "titanic struggle" which saw Mannesmann resists Vodafone's efforts.

However, on 3 February 2000 the Mannesmann board agreed to an increased offer of 112bn, then

the largest corporate merger ever. The EU approved the merger in April 2000. The conglomerate

was subsequently broken up and all manufacturing related operations sold off.

On 28 July 2000 the Company reverted to its former name, Vodafone Group Plc. In April 2001 the

first 3G voice call was made on Vodafone United Kingdom's 3G network. In 2001 the Company

took over Eircell, then part of eircom in Ireland, and rebranded it as Vodafone Ireland. It then went


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on to acquire Japan's third-largest mobile operator J-Phone, which had introduced camera phones

first in Japan.

On 17 December 2001 Vodafone introduced the concept of "Partner Networks" by signing TDC

Mobil of Denmark. The new concept involved the introduction of Vodafone international services

to the local market, without the need of investment by Vodafone. The concept would be used to

extend the Vodafone brand and services into markets where it does not have stakes in local

operators. Vodafone services would be marketed under the dual-brand scheme, where the Vodafone

brand is added at the end of the local brand. (i.e., TDC Mobil-Vodafone etc.)

In February 2002 Finland was added into the mobile community, as Radiolinja is signed as a

Partner Network. Radiolinja later changed its named to Elisa. Later that year the Company

rebranded Japan's J-sky mobile internet service as Vodafone live! and on 3 December 2002 the

Vodafone brand was introduced in the Estonian market with signing of a Partner Network

Agreement with Radiolinja (Eesti). Radiolinja (Eesti) later changed its name to Elisa.

On 7 January 2003 the Company signed a group-wide Partner agreement with mobilkom Austria.

As a result, Austria, Croatia, and Slovenia were added to the community. In April 2003 Og

Vodafone was introduced in the Icelandic market and in May 2003 Vodafone Italy (Omnitel

Pronto-Italia) was rebranded Vodafone Italy. On 21 July 2003 Lithuania was added to the

community, with the signing of a Partner Network agreement with Bit.

In February 2004 Vodafone signed a Partner Network Agreement with Luxembourg's LuxGSM and

a Partner Network Agreement with Cyta of Cyprus. Cyta agreed to rename its mobile phone

operations to Cytamobile-Vodafone. In April 2004 the Company purchased Singlepoint airtime

provider from John Caudwell (Caudwell Group) and approx 1.5million customers onto its base for

405million, adding sites in Stoke on Trent (England) to existing sites in Newbury (HQ),

Birmingham, Warrington and Banbury. In November 2004 Vodafone introduced 3G services into

Europe.

In June 2005 the Company increased its participation in Romania's Connex to 99% and also bought

the Czech mobile operator Oskar. On 1 July 2005 Oskar of the Czech Republic was rebranded as

Oskar-Vodafone. Later that year on 17 October 2005 Vodafone Portugal launched a revised logo,

using new text designed by Dalton Maag, and a 3D version of the Speech mark logo, but still


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retaining a red background and white writing (or vice versa). Also, various operating companies

started to drop the use of the SIM card pattern in the company logo. (The rebranding of Oskar-

Vodafone and Connex-Vodafone also does not use the SIM card pattern.) A custom typeface by

Dalton Maag (based on their font family InterFace) formed part of the new identity.

On 28 October 2005 Connex in Romania was rebranded as Connex-Vodafone and on 31 October

2005 the Company reached an agreement to sell Vodafone Sweden to Telenor for approximately 1

billion. After the sale, Vodafone Sweden became a Partner Network. In December 2005 Vodafone

won an auction to buy Turkey's second-largest mobile phone company, Telsim, for $4.5 billion. In

December 2005 Vodafone Spain became the second member of the group to adopt the revised logo:

it was phased in over the following six months in other countries.

In 2006 the Company rebranded its Stoke-on-Trent site as Stoke Premier Centre, a centre of

expertise for the company dealing with Customer Care for its higher value customers, technical

support, sales and credit control. All cancellations and upgrades started to be dealt with by this call

centre. On 5 January 2006 Vodafone announced the completion of the sale of Vodafone Sweden to

Telenor. On February 2006 the Company closed its Birmingham Call Centre. In 1 February 2006

Oskar Vodafone became

Vodafone Czech Republic, adopting the revised logo and on 22 February 2006 the Company

announced that it was extending its footprint to Bulgaria with the signing of Partner Network

Agreement with Mobiltel, which is part of mobilkom Austria group.

On 12 March 2006 former chief, Sir Christopher Gent, who was appointed the honorary post

Chairman for Life in 2003, quits following rumours of boardroom rifts. In April 2006 the Company

announced that it has signed an extension to its Partner Network Agreement with BITE Group,

enabling its Latvian subsidiary "BITE Latvija" to become the latest member of Vodafone's global

partner community. Also in April 2006 Vodafone Sweden changed its name to Telenor Sverige AB

and Connex-Vodafone became Vodafone Romania, also adopting the new logo. On 30 May 2006

Vodafone announced the biggest loss in British corporate history (14.9 billion) and plans to cut

400 jobs; it reported one-off costs of 23.5 billion due to the revaluation of its Mannesmann

subsidiary. On 24 July 2006 the respected head of Vodafone Europe, Bill Morrow, quit

unexpectedly and on 25 August 2006 the Company announced the sale of its 25% stake in

Belgium's Proximus for 2 billion. After the deal, Proximus was still part of the community as a


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Partner Network. On 5 October 2006 Vodafone announced the first single brand partnership with

Og Vodafone which would operate under the name Vodafone Iceland and on 19 December 2006 the

Company announced the sale of its 25% stake in Switzerland's Swisscom for CHF4.25 billion (1.8

billion). After the deal, Swisscom would still be part of the community as a Partner Network.

Finally in December 2006 the Company completed the acquisition of Aspective, an enterprise

applications systems integrator in the UK, signaling Vodafone's intent to grow a significant

presence and revenues in the ICT marketplace.

Early in January 2007 Telsim in Turkey adopted Vodafone dual branding as Telsim Vodafone and

on 1 April 2007 Telsim Vodafone Turkey dropped its original brand and became Vodafone Turkey.

On 1 May 2007 Vodafone added Jersey and Guernsey to the community, as Airtel was signed as

Partner Network in both crown dependencies. In June 2007 the Vodafone live! Mobile Internet

portal in the UK was relaunched. Front page was now charged for and previously "bundled" data

allowance was removed from existing contract terms. All users were given access to the "full" web

rather than a Walled Garden and Vodafone became the first mobile network to focus an entire

media campaign on its newly launched mobile Internet portal in the UK. On 1 August 2007

Vodafone Portugal launched Vodafone Messenger, a service with Windows Live Messenger and

Yahoo! Messenger.

On 17 April 2008 Vodafone extended its footprint to Serbia as VIP mobile was added to the

community as a Partner Network and on 20 May 2008 the Company added VIP Operator as a

Partner Network thereby extending the global footprint to Macedonia. In May 2008 Kall of the

Faroe Islands rebranded as Vodafone Faroe Islands.

On 30 October 2008, the company announced a strategic, non-equity partnership with MTS group

of Russia. The agreement adds Russia, Armenia, Turkmenistan, Ukraine, and Uzbekistan to the

group footprint.


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Chapter : 1

Research Methodology


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Introduction:

Marketing research means the systematic gathering, recording, analyzing of data about

problems relating to the marketing of goods and services

Marketing research has proved an essential tool to make all the need of marketing

management. Marketing research therefore is the scientific process of gathering and analyzing of

marketing information to meet the needs of marketing management. But gathering of observation is

must be systematic. The systematic conduct of research requires:

Orderliness, in which the measurements are accurate.

Impartiality in analysis and interpretation.

All of research can be categorized into basic and applied.

1. BASIC RESEARCH: - Basic Research is that intended to expand the body of knowledge

for the use of others.

2. APPLIED RESEARCH: - Applied Research is one, which is carried out to find the

solution for a particular problem or for guiding a specific decision. It is usually private in

nature.

My research on Vodafone is carried on for guiding specific decisions and its results are

useful only to Vodafone for taking particular decision regarding product quality, staff and security.

Hence the nature of my research study is APPLIED RESEARCH .


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Objective of Study:

Following are the main objective to study about the customer satisfaction on Vodafone.

To study telecommunication industry.

To study the company profile of Vodafone.

To study customer satisfaction of Vodafone.

To study various Marketing activities provided by Vodafone.

To study the various services provided by Vodafone.

To know the expectation of Vodafone Customers.

Benefits of study:

There are many benefits related to take this study. Some of the benefits of taking this study

are as follows:

By analyzing this information, the company would be able to better design schemes &

services & target right prospects needs & wants.

More people will get aware about Vodafone that will increase profit level of Vodafone.

This study helps to identify the behavior of consumerwhen there are no offers & schemesfrom Vodafone.


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Process of Marketing Research:

The marketing research is done in systematic process. The Researcher has pursued the

below process of marketing for my study at Vodafone:

Problem Identification:

Problem Identification

Research Design

Data Collection

Data Analysis & Interpretation

Research Report & Presentation


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The first and the most important step of marketing research is properly defining the

problem. In order to identify the research problem two categories of problem should be carefully

noticed.

Here the researchers problems are:-

A number of customers are not satisfied with services, new schemes and offers.

A number of customers are not satisfied with the network coverage.

A number of customers are not satisfied with the current call rates of Vodafone.

A number of customers are not satisfied with the Free SMS schemes.

A number of customers are not satisfied with the service of customer care of Vodafone.

RESEARCH DESIGN:

Research design indicates the methods and procedure of conducting research study.

Research design can be done in following three types:-

1 Exploratory Research:-

Exploratory research focuses on the discovery of new ideas and is generally based on

secondary data.

2 Descriptive Research:-

Descriptive research is undertaken when the researcher want to know the characteristics of

certain groups.

3 Causal or Experimental Researches:

An experimental research is undertaken to identify causes and effect relationship between two

variables.

The Research Design is: Descriptive Research Design


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Data Collection and Sampling:

A) Sources of Data Collection:-

Basically there are two types of data i.e. secondary and primary:

I) Primary Data Collection:-

Primary data collection contains the following four types of methods: -

1 Observation Method:

It contains Causal observation, Systematic observation, direct

observation and contrived observation.

2 Survey Method:

It contains Personal Interview, Telephone Interview and Mail

Interview.

3 Experimental Method.

4 Panel Method.

II) Secondary Data Collection: -

It can be collected from internal as well as external sources

1 Internal Source:

Various internal sources like employee, books, sales activity, stock availability, product

cost, etc.

2 External Sources:

Libraries, trade publications, literatures, etc are some important sources of external data.

The Researcher has used primary data for the core purpose of the project and this primary data has

been gathered by survey method. The researcher has also used secondary data

B) Data collection Tools:


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To conduct a survey, the Researcher has selected a structured questionnaire as an instruction for

gathering valuable information from the customers. Questionnaire, which is used for the survey, is

consisting of questions and checklist questions to check the customer feedback.

C) Sampling Plan:

The researcher has design a sampling plan that is consist of five decisions.

I) Sampling unit :

Who is to be surveyed?

The Researcher has selected youngsters, businessmen, and housewives, employees to conduct

survey and to measure satisfaction level.

II) Sampling types:

There are two types of sampling i.e. Probability Sampling and Non probability Sampling.

i) Probability Sampling : -

Probability sampling means each unit of the universe has equal chance of getting selected. The

most frequently used probability sampling methods are as below:

a) Simple Random Sampling.

b) Stratified Random Sampling.

c) Multi-stage Random Sampling.

d) Cluster Sampling.

e) Multi phase Sampling.

f) Replicated Sampling

ii) Non Probability Sampling:-

Non Probability sampling contains following methods:-

a) Judgment Sampling.


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b) Convenience Sampling.

c) Panel Sampling.

d) Quota Sampling

For this purpose the researcher has used non probability convenience sampling

III) Sample Size:

Sample size means limited numbers of respondents covered under the research study from a

population and the researcher has taken a survey of 100 respondents to know the satisfaction level

of customer.

IV) Sampling Area:

The researchers area for survey was:

The S.P.B. College of Business Administration, Udhna.

Vodafone Store, Ghod Dod Road.

Outside Big Bazaar, Piplod.

V) Sampling Unit:

Here the researcher has randomly selected the respondents of the Surat city.

Data Analysis and Interpretation

After all the above steps are completed now the important step is data analyzing and interpretation.

For this there are various analytical and statistical tools. Some of these tools are Percentage,

Average, Dispersion, Co-relation, Co-efficient, etc

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