Hutch Project

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PROJECT REPORT ON
CUSTOMER SATISFACTION ON
HUTCH SERVICE
Submitted By
(2005-2007)
Downloaded from a2zmba.blogspot.com

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INDEX
S.NO. PARTICULARS
1. INTRODUCTION OF THE TOPIC
2. INDUSTRY PROFILE
3. COMPANY PROFILE
4. OBJECTIVE OF THE STUDY
5. RESEARCH METHODOLOGY
6. ANALYSIS & INTERPRETATION
7. FINDINGS
8. CONCLUSIONS
9. SUGGESTIONS
10. QUESTIONNAIRE
11. BIBLIOGRAPHY

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INTRODUCTION OF THE TOPIC
After the globalization of India economy in 1991 the tele

communication sector remained one of the most happening sectors in India. The
recent years witnesses rapid and dramatic changes in the field of tele
communications. In the last few years more and more companies both foreign,
domestic, come into cellular service, service market and offers large number of
services to the people.
A consumer may be referred to anyone engaged in evaluating,
acquiring, using or disposing of services which he expects will satisfy his wants.
If any producer makes out the marketing programmer ignoring the consumer
preferences, he cannot possibly achieve his ultimate objectives. A manufacturer
must plan his production and distribution to suit the consumer’s convenience
rather than his own. Therefore a marketer must know more and more about the
consumers so that the products can be produced in such a fashion to give
satisfaction to them.
In the year of 1989, the number of cell phone users in India was zero.
In the year of 1999 the number of cell phone users has gone up by 13 lakhs. In
the year of 2000 the number of cell phone users has risen by one million.

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INDUSTRY PROFILE
India operates one of the largest telecom networks in Asia. The
telecommunication network continued to grow at a rapid pace as a higher
switching capacity of 17.9 lakh lines was added in the network in 1998-99 as
against 35.2 lakh lines in 1997-98 resulting in an increase of 22.5 per cent in the
switching capacity in 1998-99 over the preceding year. The number of new
connections provided in 1998-99 (was 37.9 lakh as against 32.6 lakh in 1997-98.
Similarly, microwave and optical fiber network was enhanced. 2,06,500 lines of
Trunk Automatic Exchange (TAX) capacity, 14,009 Route Kilometers (RKMs) of
microwave and 31,771 Route Kilometers of optical fiber were added in 1998-99
over the total TAX capacity of 12,61,500 lines. 72,592 Route Kilometers of
microwave and 76,261 Route Kilometers of optical fiber respectively as on March
31, 1998. Efforts to expand the network have been continued in 1999-2000.

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INVESTMENT
Six companies have so far signed the license agreement with the
Government for providing basic telephone services in the states of Andhra
Pradesh, Gujarat, Maharastra, Madhya Pradesh, Rajasthan and Punjab.
Interconnectivity of network for data transmission has been permitted as per the
recommendations of the National Task Force on Information Technology and
Software Development. An integrated computerized customer service package
for commercial, directory enquiry and telephone billing and accounting has been
implemented in 14 Telecom Districts its first phase in the current, year. The fault
repair service has also been included in the software. This will help in delivery of
customer service on single window concept with a single integrated database.
Licenses to 187 Internet Services Providers (ISP) has been issued. An Inter-
Ministerial Committee has finalized the guideline for setting up the International
Gateway by ISPs. Accordingly, applications have been invited from ISPs for
setting up of International Gateway and the response for this has shown a
remarkable trend as more companies go for the investment in Interent Segment.
The opening up of Ku-band for V-SAT operation is being finalized and the
recommendations of the TRAI are awaited on this matter. DOT has also provided
access to the nearest Internet node on local call basis, throughout India except

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for Andaman & Nicobar Islands and Leh due to problem of technical feasibility. It
has been decided to set up Internet access node at every secondary switching
area by end of 2000 as per the recommendations of the National Task Force on
Information Technology and Software Development.
A number of other value added services, viz. Voice-mail/Audio-Text, E-mail, V-
SAT, and Radio Paging etc. have also been franchised to various private/public
Indian registered companies on non-exclusive basis.
The National Telecom Policy (NTP) 1994 had envisaged the objective of one
public call office (PCO) for every 500 persons in the urban areas. As on
September 30, 1999, 5.70 lakh PCOs were working all over the country. The
present PCO-Population ratio at the national level is 1:453 for urban areas on all-
India average basis. Further, as per the National Telecom Policy (NTP), every
village is to be provided with one public telephone. This target has now been
rescheduled and expected to be completed by the end of 9th Five-Year Plan. As
per the terms of the license agreement, private operators have to provide a
minimum of 10 per cent Direct Exchange Lines (DELs) as village public
telephones (VPTs). Out of 6.07 lakh villages in the country, 3.43 lakh villages
have been provided with public telephones by the end of September 1999.
During 1998-99, a total of 37,058 villages were provided with telephone facility
and during the current year 1999-2000, it is proposed to provide 45,000 VPTs.
November 1994, 8 licenses were issued for Cellular Mobile Telephone service in
4 metro cities. Further 34 licenses to 14 companies for 18 telecom circles were

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issued since December, 1995. The service has since been started in all the 4
metro cities and selected cities in 18 Telecom Circles. There were about 13.5
lakh cellular mobile telephone customers in the country as December 30, 1999.

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NEW TELECOM POLICY 1999 (NTP 1999)
New Policy Framework
In order to effect separation of service providing functions from policy and
licensing functions etc., a separate Department of Telecom Services (DTS) has
been set up in October, 1999. Department of Telecommunication (DOT) would
be concerned with the functions relating to the implementation of treaties and
agreements with other countries; policy matters, licensing, coordination, research
and development, private investment, administration of laws (Acts), Enquiries
and Statistics etc. relating to Telephone Industries (ITI) and Hindustan
Teleprinters Ltd. (HTL). DTS will look after the execution of land. all matters other
than policy and licensing relating to services of telephones, wireless, data,
facsimile and telematics, MTNL, C-DOT etc. The Telecom Commission will
handle matters relating to the coordination between the DOT and DTS. This will
include corporatisation of DTS as India Telecom.
In terms of National Telecom Policy (NTP) 1999 and subsequent Government
approval in 1999, a Package for Migration from fixed license fee to revenue
sharing under New Telecom Policy was offered to the Telephone Instruments
Service Providers, which has been accepted by most of them.
Consequent to the change in the tariff revision announced by Telecom
Regulatory Authority of India (TRAI), the DOT as a service provider (now DTS),
adopted the tariff with some modifications. The tariff in respect of rural

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subscribers and low calling urban subscribers was retained at the level prevailing
prior to the notification. In addition, the subscribers got the benefit of reduction in
STD/ISD rates as announced by TRAI. It was estimated that the combined effect
of these revisions would entail significant net reduction in DOT'S revenue in the
current year. TRAI was, therefore, requested to rework the tariffs for the next two
years, keeping in view the negative impact on the revenues of Telecom
operators.
Graph Showing the Subscribers Of Mobile Service providers.
Total Number of Subscribers
12000000
10000000
8000000
6000000 Series1
4000000
2000000
0
Idea
MTNL
BPL
BSNL
Hutch
Bharti
Reliance
Others
SpiceGP

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CELLULAR MOBILE SERVICE PROVIDERS
INTRODUCTION:
Cellular Telephony - the technology that gives a person the power to
communicate anytime, anywhere - has spawned an entire industry in mobile
telecommunication. Mobile telephones have become an integral part of the
growth, success and efficiency of any business / economy.
The most prevalent wireless technology in the world today, is GSM. The GSM
MoU (Global System for Mobile Communications) was instituted in 1987 to
promote and expedite the adoption, development and deployment and evolution
of the GSM standard for digital wireless communications. The Association was
formed as a result of a European Community agreement on the need to adopt
common standards suitable for cross border European mobile communications.
Starting off primarily as a European standard, the Groupe Speciale Mobile as it
was then called, soon came to represent the Global System for Mobile
Communications as it achieved the status of a world-wide standard. The GSM
MoU Association addresses issues of concern facing the operator, the
administrator, the regulator around theglobe.
The GSM membership has grown exponentially since 1992. The membership
now extends to 323 members from over 125 countries. (See graph) The GSM
network now services over 125 million customers world-wide. The world's
satellite operators have also joined the GSM community, which further adds to its

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strength and impact on world markets. GSM is today, the world's leading digital
standard accounting for 64% of the global digital wireless market.
The cellular Mobile Service Providers (CMSP) shall be permitted to provide
mobile telephony services including permission to carry its own long distance
traffic within their service area without seeking an additional license. Direct
interconnectivity between licensed CMSP's and any other type of service
provider (including another CMSP) in their area of operation including sharing of
infrastructure with any other type of service provider shall be permitted.
Licenses would be awarded for an initial period of twenty years and would be
extendible by additional periods of ten years thereafter.
FIXED SERVICE PROVIDERS
The Fixed Service Providers (FSP) shall be freely permitted to establish
`last mile' linkages to provide fixed services and carry long distance traffic within
their service area without seeking an additional license. Direct interconnectivity
between FSPs and any other type of service provider (including another FSP) in
their area of operation and sharing of infrastructure with any other type of service
provider shall be permitted. The FSP allowed to directly interconnect with the
VSNL after the opening up of national long distance from January 1, 2000. The
FSP may also utilize last mile linkages or transmission links within its service
area made available by other service providers.

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The FSP licenses would be required to pay a one time entry fee. All FSP
licensees shall pay license fee in the form of a revenue share. It is proposed that
the appropriate level of entry fee and percentage of revenue share and basis for
selection of new operators for different service areas of operation would be
recommended by TRAI in a time-bound manner, keeping in view the objectives
of the New Telecom Policy.
As in the case for cellular, for WLL also, availability of appropriate
frequency spectrum as required is essential not only for providing optimal
bandwidth to every operator but also for entry of additional operators.
CABLE SERVICE PROVIDERS
Under the provisions of the Cable Regulation Act, 1995, Cable Service Providers
(CSP) shall continue to be freely permitted to provide 'last mile' linkages and
switched services within their service areas of operation and operate media
services, which are essentially one-way, entertainment related services.
INTERNET TELEPHONY
Internet telephony shall not be permitted at this stage. However, Government will
continue to monitor the technological innovations and their impact on national
development and review this issue at an appropriate time.

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RADIO PAGING SERVICE PROVIDERS
The Radio Paging Service Providers (RPSP) shall be permitted
to provide paging services within their service area of operation, Direct
interconnectivity between licensed RPSPs and any other type of service provider
in their area of operation including sharing of infrastructure shall be permitted.
Interconnectivity between service providers in different service areas shall be
reviewed in consultation with TRAI.
The radio paging licenses shall pay a one time entry fee. The basis for
determining the entry fee and basis for selection of additional operators will be
recommended by the TRAI. All radio paging licensees shall pay license fee as a
revenue share.

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OTHER SERVICE PROVIDERS
For application like tele banking, tele-medicine, tele-education,
tele trading, e-commerce, other service providers will be allowed to operate by
using infrastructure provided by various access providers. No license fee will be
charged but registration for specific services being offered will be required. These
service providers will not infringe on the jurisdiction of other access providers and
they will not provide switched telephony.
• At present in the country, there are 24604 electronic and 15 non-electronic
exchanges are functioning.
• The Union Cabinet approved the migration package for private telecom
operators. Subsequent to the adoption of New Telecom Policy (1999) by
the government, the existing licensees of Cellular Mobile Telephone
Services and Basic Telephones Services were offered to migrate to NTP
1999. As per this package, the licensees were offered migrations to NTP-
1999.
• Although the telecom segment is liberalized and this important segment
does not come free from controversies and contentious issues. Issues like
implementation of the CPP regime as recommended by the TRAI, the role

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of TRAI in issuing licenses, the cancellation of licenses, the percentage of
revenue share between private operators and the government and lastly
the differences between TRAI and MTNL over the launch of the latest
cellular services are some among the issues to be solved.
• The DoT has drawn an ambitions plan to provide over one million
telephone connections based on wireless in local loop (WLL) system
during 2000-01.
• The government initiated the process of separating the policy making
functions of the Department of Telecom from its functions as a service
provider.

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Company Profile
Hutchison established its presence in India in 1994, through a joint venture with
Max India Limited. In 1995, Hutchison Max Telecom became the first operator in
India to launch its cellular service.
Today, Hutchison is the one of the largest providers of cellular services in India
with presence in all the major regions - Orange in Mumbai and Hutch in Gujarat,
Kolkata, Andhra Pradesh, Karnataka, Delhi, Chennai, Haryana, Rajasthan and
UP(E).
It is also the country’s largest roaming operator, with a more extensive network in
India and around the world than any other operator.
It is part of the Hong Kong based multinational conglomerate Hutchison
Whampoa Limited, a Fortune 500 company, and one of the largest companies
listed on the Hong Kong Stock Exchange. Its operations span 36 countries
across the Asia Pacific region, Europe and the Americas.
Hutchison affiliates jointly account for the largest number of cellular subscribers
in India numbering over 4 million.

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HISTORY AND DEVELOPMENT
Hutch’s presence in India dates back to late 1992, when they worked with local
partners to establish a company licensed to provide mobile telecommunications
services in Mumbai (formerly Bombay). Commercial operations began in
November 1995. Between 2000 and March 2004,Hutch acquired further operator
equity interests or operating licences, and now provide mobile services in 13 of
the 23 defined service areas across the country, with a further two areas at
planning stage. These service areas collectively cover 56% of India's population
and 74% of current mobile customers.
Hutch India has benefited from rapid and profitable growth in recent years. Hutch
had over 7.1 million customers by the end of 2004, making us the fourth-largest
private mobile operator in the country

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AWARDS AND ACHIEVEMENTS
No. 1 in Customer satisfaction - TNS India Celltrack 4

Launched Punjab, UP West and West Bengal
Best Continued Campaign - OrangeTM - ABBY Awards
Added Punjab, Haryana, Rajasthan and UP (East) circles to India operations
Acquired ADIL, with operations in Rajastan, UP East and Haryana
'India's most admired Telecom Company' - Business World - IMRB
NFO MBL Best Performer in Customer Satisfaction
Won auction for licenses to operate GSM services in Karnataka, Andhra Pradesh
and Chennai
Acquisition of Delhi operations
Entered Calcutta and Gujarat markets through acquisition
Hutchison and Max established Hutchison Max
Corporate Structure
• Hutchison-Essar is a Hutchison Whampoa company. It is a joint venture
between the Hong Kong-based mobile group and the Indian conglomerate
Essar Group.
Financial and Operational Performance

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• Hutchison declared revenues of HK$3.2bn in H1 2006 from its Indian
operations, up from HK$1.95bn in H1 2005.
• Hutchison-Essar had 18 m subscribers at end-march 2007
COMPANY TOWN
Hutch 214
Airtel 215
Idea 175
TOTAL NETWORK COVERAGE IN

ANDRA PRADESH
250
200
TOWNS
150 Series1
100 Series2
50
0
Hutch Airtel Idea
COM PANIES

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Company Strategy
• Hutchison-Essar entered the mobile market in 1995 in the first wave of

operator licensing
• The operator has a presence in all four metro circles in India.
• The operator is expanding its business and increasing market share
through a combination of growth by acquisition (it has acquired the
operations of Fascel and Aircel in the year to September 2004) as well as
network investment. Nokia is currently increasing capacity on its networks
in Chennai, Andhra Pradesh and Karnataka, while also rolling out new
networks in West Bengal and western Uttar Pradesh.
• The operator has followed the 60% tariff cuts introduced by Reliance
Infocomm to the pre-paid mobile market in August 2004, in a bid to
maintain market share.
• The operator launched EDGE services in July 2004
• Recently (in 2006) Orange was renamed as Hutch, using a pink
background in advertising material instead of the previous orange colour.
Before the transition, Mumbai was overrun with billboards that simply said
"Bye". A week later, the same billboards, along with the rest of the
country, sported the Hutch tristar in a new, vivid pink. At the time, Mr.
Naveen Chopra, corporate vice president, group marketing, Hutchison
Essar, said, "The idea is just to refresh the brand, and inculcate a new
'Hutch spirit'." But the brand makeover had less to do with creating
excitement and more with renouncing the Orange brand to Orange
Telecom and creating the new pan-Indian Hutch brand. With Vodafone

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acquiring 67% of Hutch for U$11.1b, Vodafone is going to replace the
Hutch brand with the Vodafone brand.
Products and Services
• Hutch India provides 2G services using digital GSM technology. We offer
GSM voice and data services in all of the regions in which we currently
operate.
• In addition to basic mobile voice telephony services, we offer a wide range

of value-added and data services. These include voicemail, dual SIM card
capabilities, missed-call alerts, SMS, GPRS services and e-mail services.
Hutch India has roaming arrangements with some 250 international and
46 domestic operators
• Hutchison-Essar currently offers GSM services across 12 circles in India.
• It offers pre- and post-paid voice, MMS and internet access services.
• August 2004: Hutchison-Essar formally notified its intention to list its
Indian operations and all of its 2G businesses.
• July 2004: The operator launched EDGE services and began talks with
TV channels over content streaming
• July 2004: Hutchison-Essar launched services in Punjab
• March 2007 :
It has been named the 'Most Respected Telecom Company', the 'Best
Mobile Service in the country', and the 'Most Creative and Most Effective
Advertiser of the Year'.
It now has operations in 16 circles accounting for 70% of

India's mobile customer base.

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The challenges ahead
• Hutchison Essar's ARPUs have fallen slightly, from Rs 490 in the April-
June quarter to Rs 487 in the July-September quarter. And the ARPUs of
rivals like Bharti Televentures are picking up.
• In markets like Delhi, the revenues of rivals have grown faster than those
of Hutchison. Delhi accounts for over 21 per cent of Hutchison Essar''s
total revenues
• It does not have a pan Indian presence and is missing from lucrative
markets like Maharashtra and Tamil Nadu. Its value added services
advantage is becoming smaller as others have launched numerous
services.
On 11 February 2007 Vodafone agreed to acquire a controlling interest of 67% in

Hutch-Essar for US$11.1 billion, pipping Anil Ambani group's Reliance
Communications, Hinduja Group, and Essar Group, owner of the remainder.
Hutch is India's fourth largest mobile provider. The company has offered to buy
Essar's stake on the same terms.
“Today’s consumers do not want to hear the virtues of a brand, they are
interested in specifics and that’s what our campaigns always do.”

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OBJECTIVES OF THE STUDY
The following are the objectives of the study.
1. To study the problems faced by the respondents with Hutch service.
2. To study customer satisfaction level on Hutch service.
3. To find out consumer preferences.
4. To analyses the level of awareness about Hutch services.
5. To make suggestions in the light of the findings of the study.

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RESEARCH METHODOLOGY
Methodology is an essential aspect of any project or research. It

enables the researches look at the problem in a systematic, meaningful and
orderly way. Methodology comprises the sources of data, selection of data,
various designs and techniques used for analyzing the data.
1. Collection of data
The primary data are collected through survey method. Survey
method is undertaken to find the customer satisfaction and opinion. A survey was
conducted among the people of Hyderabad city by the aid of well structured
questionnaire. The population for the study consists of people who are using cell
phones in Hyderabad city.
The sampling unit for the study is 100, which includes the cell phone
users in Hyderabad city. The sampling size includes male and female users from
different occupation, age. The sampling size was restricted to 100 for want of
time. Here, convenient sampling technique has been adopted for collecting the
primary data.

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2. Statistical tools
For analyzing the data, statistical tables, percentages and test were
used.
3. LIMITATIONS
 The samples are selected from population having multi-service features.
 Another limitation on the study is on sample analysis.

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Table: 1
 Age group of respondents
Age Group Number of Respondents Percentage
20-25 48 48%
25-35 23 23%
35-45 14 14%
Above 45 15 15%
Total 100 100%
INTERPRETATION:
• 48% of the respondents are between the age group 20 – 25.
• 15% of the respondents are above 45 years of age.

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Chart: 1
 Age group of respondents
Age Group of Respondents
24%
20-25
25-35
35-45
49% Above 45
12% Total
7%
8%
Table: 2
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 Occupation of the respondents
Occupation Number of Respondents Percentage
Students 46 46%
Business 31 31%
Govt. Services 18 18%
Ex- Service men 05 05%
Total 100 100%
INTERPRETATION:
• 46% of the respondents are Students.
• 31% of the respondents are Businessmen.
• 18% of the respondents are from Govt. Services.
• 5% of the respondents are Ex-Services men.
Chart: 2
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 Occupation of the Respondents
Occupation of Respondents
5%
18%
46% Students
Business
Govt. Services
Ex- Service men
31%
Table: 3

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 Gender group of the Respondents
Gender Number of Percentage

Respondents
Male 68 68%
Female 32 32%
Total 100 100%
INTERPRETATION:
• 68% of the respondents are Male.
• 32% of the respondents are Female.

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Chart: 3
 Gender group of the Respondents
Gender Group of Respondents
32%
Male
Female
68%

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Table: 4
 Are you a mobile user?
Response Number of Percentage

Respondents
Yes 100 100%
No 0 0%
Total 100 100%
INTERPRETATION:
• 100% of the respondents are Mobile users.
Chart: 4
 Are you a mobile user?
Number of Mobile Users
No
0%
Yes
No
Yes
100%

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Table: 5
 Presently you are in Post/Pre Paid

Respondents
Post Paid 17 17%
Pre Paid 83 83%
Total 100 100%
INTERPRETATION:
• 17% of the respondents are Post paid users.
• 83% of the respondents are Pre paid users.
Chart: 5
 Presently you are in Post/Pre Paid
Post/Pre Paid Users
Post Paid
17%
Post Paid
Pre Paid
Pre Paid
83%

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Table: 6
 Are you satisfied with Hutch Network Coverage?

Respondents
Yes 12 12%
No 78 78%
Total 100 100%
INTERPRETATION:
• 12% of the respondents are satisfied
• 78% of the respondents are not satisfied.
Chart: 6
 Are you satisfied with Hutch Network Coverage?
Satisfaction Level (Network)
Yes
13%
Yes
No
No
87%

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Table: 7
 Most preferable in Hutch Connection
Connections Number of Respondents Percentage

Low call Rate 62 62%
Full take time 15 15%
Extra talk time 18 18%
Others 05 5%
Total 100 100%
INTERPRETATION:
• 62% of the respondents prefer Low call rate.
• 15% of the respondents prefer Full talk time.
• 18% of the respondents prefer Extra talk time.
• 5% of the respondents prefer Others (i.e. sms, group calls).

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Chart: 7
 Most preferable in Hutch Connection
Hutch Connections
70
62
60
50
40
30
18
20 15
10 5
0
Low call Rate Full take time Extra talk time Others
Number of Respondents

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Table: 8
 Opinion on tariff plans

Respondents
Excellent 32 32%
Fine 46 46%
Good 18 18%
Need some change 04 4%
Total 100 100%
INTERPRETATION:
• 32% of the respondent’s opinion is Excellent.
• 46% of the respondent’s opinion is Fine.
• 18% of the respondents opinion is Good
• 4% of the respondents wants Need some change

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Chart: 8
 Opinion on tariff plans
Opinion On Tariff Plans
50 46
45
40
35 32
30
25
18
20
15
10
4
5
0
Excellent Fine Good Need some change

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Table: 9
 Opinion on features in service
Features Number of Percentage

Respondents
GPRS 48 48%
Games 42 42%
Net 03 3%
Others 07 7%
Total 100 100%
INTERPRETATION:
• 48% of the respondents like GPRS.
• 42% of the respondents like Games.
• 03% of the respondents like net facilities
• 07% of the respondents like other features

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Chart: 9
 Opinion on features in service
Opinion on Features
Net Others
3% 7%
GPRS GPRS
48% Games
Net
Games
Others
42%
Table: 10
48
 Opinion on Hutch Advertisement
Response Number of Respondents Percentage

Excellent 48 48%
Fine 26 26%
Good 21 21%
Need some change 05 5%
Total 100 100%
INTERPRETATION:
• 48% of the respondent’s opinion is Excellent.
• 26% of the respondent’s opinion is Fine.
• 21% of the respondents opinion is Good
• 5% of the respondents wants Need some change

49
Chart: 10
 Opinion on Hutch Advertisement
Opinion on Advertisements
Need some change

5%
Good Excellent
Excellent
21% Fine
48%
Good
Fine Need some change

26%

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Table: 11
 What influenced to opt for Hutch Service?
Opinion Number of Percentage

Respondents
Friends 28 28%
Relatives 12 12%
Advertisements 52 52%
Others 08 8%
Total 100 100%
INTERPRETATION:
• Friends influence 28% of the respondents.
• Relatives influence 12% of the respondents.
• Advertisements influence 52% of the respondents.
• Other factors influenced 8% of the respondents.
Chart: 11
 What influenced to opt for Hutch Service?
Influence Factors
60 52
50
40
28
30
20 12
8
10
0
Friends Relatives Advertisements Others

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Table: 12
 Durations of using Hutch Services.
Duration Number of Percentage

Respondents
New 18 18%
Below 6 months 14 14%
Below 1 year 32 32%
Above 1 year 36 36%
Total 100 100%
INTERPRETATION:
• 18% of the respondents are New customers.
• 14% of the respondents are Below 6 months.
• 32% of the respondents are Below 1 year.
• 36% of the respondents are Above 1 year

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Chart: 12
 Durations of using Hutch Services.
Duration
40
36
35 32
30
25
20 18
14
15
10
0
New Below 6 months Below 1 year Above 1 year

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Table: 13
 Customers having other connections

Respondents
Yes 17 17%
No 83 83%
Total 100 100%
INTERPRETATION:
• 17% of the respondents are having other service connections.
• 83% of the respondents are only Hutch Customers.
Chart: 13
 Customers having other connections
Other Service Customers
Yes
17%
Yes
No
No
83%

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FINDINGS
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The following are the findings of the study.
1. 46% of the respondents who use the Hutch cell phones are students
2. 68% of the respondents are male
3. 62% of the respondents prefer low call rate in Hutch connection.
4. 78% of the respondents are finding problem in Hutch Network about
coverage.
5. 73% of the respondent’s opinion on Chotta-Recharge is excellent.
6. 74% of the respondents are satisfied with the advertisement given by
Hutch.
7. 52% of the respondents are motivated by the advertisement to avail the
Hutch service.
8. 66% of the respondents are suggesting Hutch to their friends / family.
9. 59% of the respondents are get value for money on Hutch service.
10. 87% of the respondents are suggested improving the network coverage.

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CONCLUSIONS
1. Customer likes to use problem free service in the sense of coverage.

2. Most of the customers preferred low call rate in their connection.
3. Most of the Hutch customers are influenced by advertisement.

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Suggestions
Following are the suggestions to improve the buying behaviour of
consumer.
1. Enormous facilities can be included in Hutch services.
2. Still advertisement should be improved so that it will reach all people.
3. New schemes can be introduced exclusively for students.
4. Various kinds of sales promotional activities can be introduced by the
Hutch Company.
It can be concluded that the existing customers are satisfied with
the Hutch service and is having good prospective customers for Hutch
services. By creating more awareness, better coverage, connectivity and
new schemes the prospects for Hutch service can be generated. The
researchers concluded that “A bird without wings cannot fly likewise, a
man without Hutch connection in a cell cannot dwell in future”.

60

61
CUSTOMER SATISFACTION ON HUTCH SERVICE

Name: Age:
Occupation: Sex:
………………………………………………………………………………
….
1) Are you a regular mobile user?
A) Yes B) No
2) Presently you are in to……
A) Post paid B) Pre paid
3) Are you happy with that service?
A) Yes B) No
4) Are you finding any problem in Hutch network about coverage?

A) Yes B) No
If yes : What kind/ type of problem

………………………………………..
5) Are you satisfied with customer care service when the problems
occur?
A) Yes B) No
If No : What kind of problem

…………………………………..
6) Are you aware of Hutch services?
A) Yes B) No
7) What do you prefer most in Hutch connection?
A) Low call rate B) Full talk time
C) Double talk time D) Others…..

62
8) What is your opinion on Hutch tariff plans?
A) Excellent B) Fine
C) Good D) Need some change

9) Are you aware of Buddy service in Hutch?
A) Yes B) No
10) Which feature you like in Hutch service?
A) GPRS B) Games
C) Net D) Others…..
11) What is your opinion on Chotta-Recharges?
12) Are you aware VAS(Value Added Service)?
A) Yes B) No
13) Your opinion on Hutch advertisement?
14) What influenced you to opt for Hutch service?
A) Friends B) Relatives
C) Advertisement D) Others……..
15) Since how long you have been using Hutch cellular service?
A) New B) Bellow 6 months
C) Bellow one year D) Above one year

63
16) Preference of using Hutch?
A) Good service B) Clarity of network
C) Low call rate D) VAS
17) Do you have any other connection?
A) Yes B) No
If Yes Why?
………………………………………….
18) Do you suggest Hutch to your friends/family?
A) Yes B) No
19) Do you get value for money on Hutch service please give the
details
……………………………………………
……………………………………………
20) Do you want give any suggestions on Hutch service?

……………………………………………..
……………………………………………..
……………………………………………..
Ph. No:
A Survey done by:
M.B.A. (II Year)

64

65
BIBLIOGRAPHY
1. Referred Books:
 Principles of Marketing
Kotler Philips & Armstrong Gary.
2. Web Sites:
 www.hutch.co.in
 www.google.com
 www.answers.com
3. Issues:
 Indian Journal of marketing
Prof. V. Shekhar- Editorial Advisor.
Mrs. S. Gilani- Editor.

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1

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4. OBJECTIVE OF THE STUDY

6. ANALYSIS & INTERPRETATION

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INTRODUCTION OF THE TOPIC

After the globalization of India economy in 1991 the tele

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India operates one of the largest telecom networks in Asia. The

telecommunication network continued to grow at a rapid pace as a higher

Trunk Automatic Exchange (TAX) capacity, 14,009 Route Kilometers (RKMs) of

microwave and 76,261 Route Kilometers of optical fiber respectively as on March

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Government for providing basic telephone services in the states of Andhra

Pradesh, Gujarat, Maharastra, Madhya Pradesh, Rajasthan and Punjab.

recommendations of the National Task Force on Information Technology and

Software Development. An integrated computerized customer service package

customer service on single window concept with a single integrated database.

remarkable trend as more companies go for the investment in Interent Segment.

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Information Technology and Software Development.

A number of other value added services, viz. Voice-mail/Audio-Text, E-mail, V-

Indian registered companies on non-exclusive basis.

rescheduled and expected to be completed by the end of 9th Five-Year Plan. As

minimum of 10 per cent Direct Exchange Lines (DELs) as village public

4 metro cities. Further 34 licenses to 14 companies for 18 telecom circles were

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NEW TELECOM POLICY 1999 (NTP 1999)

New Policy Framework

In order to effect separation of service providing functions from policy and

licensing functions etc., a separate Department of Telecom Services (DTS) has

been set up in October, 1999. Department of Telecommunication (DOT) would

be concerned with the functions relating to the implementation of treaties and

agreements with other countries; policy matters, licensing, coordination, research

and development, private investment, administration of laws (Acts), Enquiries

and Statistics etc. relating to Telephone Industries (ITI) and Hindustan

than policy and licensing relating to services of telephones, wireless, data,

include corporatisation of DTS as India Telecom.

In terms of National Telecom Policy (NTP) 1999 and subsequent Government

Service Providers, which has been accepted by most of them.

Consequent to the change in the tariff revision announced by Telecom

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years, keeping in view the negative impact on the revenues of Telecom

Graph Showing the Subscribers Of Mobile Service providers.

Total Number of Subscribers

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CELLULAR MOBILE SERVICE PROVIDERS

Cellular Telephony - the technology that gives a person the power to

communicate anytime, anywhere - has spawned an entire industry in mobile

telecommunication. Mobile telephones have become an integral part of the

growth, success and efficiency of any business / economy.

MoU (Global System for Mobile Communications) was instituted in 1987 to

formed as a result of a European Community agreement on the need to adopt

common standards suitable for cross border European mobile communications.

Starting off primarily as a European standard, the Groupe Speciale Mobile as it

Communications as it achieved the status of a world-wide standard. The GSM

MoU Association addresses issues of concern facing the operator, the

administrator, the regulator around theglobe.

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standard accounting for 64% of the global digital wireless market.