Hutch Study Research

ABOUT THE COMPANY
ABOUT HUTCHISON WHAMPOO LIMITED
HWL is a leading global telecommunications and

data services provider operating with a high growth strategy in 17
countries. It is a dynamic and agile player with a strong track record as:
• The first to market with an international 3G video mobile network

under the “3” brand;
• One of the most agile and profitable 2G mobile voice and data
network operators; and
• As a major owner and operator of the fibre optic broadband and
fixed-line networks in Hong Kong, serving as a telecoms gateway
to China.
HWL started mobile business in 1983 in our home

market of Hong Kong and now serves over 20 million customers. Our
array of telecommunications and data network offerings provides a depth
of technological knowledge and insight into emerging consumer trends.
This breadth of services in so many markets around the world also allows
our operations to exploit opportunities, synergies and our critical mass in
order to maintain our leadership position. Our telecommunications and
data infrastructure support offerings in the areas of mobile telephony
(voice and video based multimedia), fibre-optic broadband networks,
fixed-line services and radio broadcasting.
HWL is proud to be the first international provider of

3G video mobile services and an early adopter of the latest and most
promising mobile phone technology. While other operators are just now
rolling their third-generation mobile services in late 2004, 3 has been
successfully operating 3G networks and equipment in the United
Kingdom, Italy, Australia and Austria since early 2003. We were also the
first operator in Hong Kong to introduce 3G video mobile services in
January 2004.
Another of our major telecommunications subsidiary is

Hutchison Telecommunications International Limited (Hutchison
Telecom), which was listed on the Hong Kong and New York stock
exchanges in October 2004. Hutchison Telecom has a significant
presence, and in many cases is a market leader, in nine dynamic markets,
operating or rolling out mobile services in Hong Kong and Macau, India,
Israel, Thailand, Sri Lanka, Ghana, Indonesia and Vietnam.
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The 3G network in Hong Kong and a fixed-line
telecom running there on a fibre optic network is also part of the
Hutchison Telecom business. Hutchison Telecom is built on a high-
growth strategy focused on mobile telecommunications services markets
with economic prospects and good demographics. A number of
Hutchison Telecom markets such as India remain significantly under
penetrated and offers significant opportunities for future growth. In other
markets such as Hong Kong and Israel, mobile phone penetration is
higher but customers are very eager to adopt new services and
applications, offering growth prospects in providing technologically-
advanced value-added services
ABOUT HUTCH
Hutch is the brand name of Hutchison Essar. It established

its presence in India in 1994 and was one of the first cellular providers in
the city of Mumbai. Over time it has expanded operations across the
country and is one of the most respected cellular service providers known
for providing world class and innovative class services.
Hutchison Essar In India
Hutchison Essar is a joint venture between Hutchison

Telecom and Essar with 10.16 million mobile users across the country.
Over the years, 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'
Hutchison Telecom is a part of the multinational conglomerate

- Hutchison Whampoo which has its origins dating back to 1828 in Hong
Kong. The Group operates five core businesses in 42 countries across the
world, of which, Hutchison Telecom has been one of the pioneers in
mobile multimedia communication and spans five continents .The Essar
Group is one of India's largest corporate houses with interests spanning
the manufacturing and service sectors like Steel, Oil & Gas, Power,
Telecom & BPO, Shipping & Logistics and Engineering &
Constructions. The Group has an asset base of over Rs 20 billion (US$
4.4 billion) and employs over 4000 people.
Hutch established its presence in India in 1994 by acquiring

the cellular license for Mumbai. It now has operations in 13 circles
accounting for 70% of India's mobile subscriber base
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ABOUT ESSAR
The Essar Group is one of India's largest corporate

houses with interests spanning the manufacturing and service sectors in
both old and new economies: steel, power, shipping, constructions, oil &
gas and telecom. The Group has an asset base of US$ 4.4 bn (Rs.200
billion) and a turnover of over US$ 2.08 bn (Rs. 95 billion). Strategic
investments made by the group over the past decade have resulted in the
creation of tangible and intangible assets that are at the heart of the Indian
economy.
The Group takes pride in being a high-performance

multinational organization, providing world-class services and products.
Manned by a highly efficient and dynamic team of employees, the Group
is growing stronger every day. A committed corporate citizen, the group
provides unwavering support to the community as well as initiates various
social and ecological drives that have a positive impact on society.
Post Paid Plan in Chennai
Half the Price
Get all the services, at half the price. Now you can call 123
at just Rs 3 per minute during happy hours, from 12 AM to 8 AM
STD calls @ Re 1
Now make calls to any Hutch phone in the country from

your Hutch phone at just Re 1. You can enjoy this rate at a daily rental of
Re 1
Talk For Less
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Now, get the most attractive tariffs with the Hutch
Postpaid plan of Rs 199 / month. Plus 500 free minutes of Hutch to Hutch
calls and 500 free local SMS messages
Add ones
STD calls
 Now make calls to any Hutch phone in the country from your
Hutch phone at just Re 1.
 You can enjoy this rate at a monthly rental of just Rs 25 per month
 Make calls to any phone in the country from your Hutch phone at
just Rs 2 at a monthly rental of just Rs 49
 Make calls to any phone in the country from your Hutch phone at
just Rs 2.25 at a monthly rental of just Rs 25
SMS
 Send Rs200 worth local & national SMS at a monthly rental of

Rs25
 Send Rs499 worth local & national SMS at a monthly rental of

Rs49
 Send Local Hutch to Hutch SMS between 10pm - 10am @ 10p at a

monthly rental of Rs.25
Talk late
 Make calls to any mobile number in TN for 30p/min (9pm - 9am)

at monthly rental of Rs.25
All calls calculated on a 60 second pulse.
Minimum billing amount adjusted against local calls only.

Minimum billing amount will be calculated at tariff plan rates
ABOUT THE PRODUCTS &SERVICE
-4-
Hutch Tariff Plans
Full Value Plans Talk Talk Talk Advance

199 599 799 Rental 799
Spl Spl
Monthly rent 199 399 499 No Monthly
rental for 6
months*
Minimum 399 699 899
billing
amount
Membership Rs 799(for
fee 6
months)**
Outgoing call charges
Local calls (Rs / min)
Full Value Plans Talk Talk Talk Advance
199 599 799 Rental 799
Spl Spl
To local Rs 0.50 Rs 0.50 Rs 0.30 Rs Rs Rs 0.50
Hutch phones 0.50 0.50 0.50
To other Rs 1.69 Rs 1.19 Rs Rs Rs Rs Rs 0.75
Mobile 0.75 0.75 0.50 0.50
phones
To other Rs 1.69 Rs 1.19 Rs Rs 1.2 Rs 1.3 Rs Rs 1.2
phones 0.75 0.75
Advantage 400 500
Mins Local Local
Mins Mins
@ 30p @ 30p
Local free mins
to local Rs 399 Rs 699 Rs 899 500

Hutch phones Worth Worth worth Hutch
Local Local Local to
Mins Mins Mins Hutch
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to other
Mobile
phones
to other
phones
STD (Rs/min)
to other Rs 2.64 Rs 2.64 Rs Rs Rs Rs Rs 2.64
Hutch phones 2.64 2.49 2.64 2.64
Mobile 2.64 2.49 2.64 2.64
phones
phones 2.64 2.49 2.64 2.64
ISD (Rs/ min)

Gulf, Rs Rs Rs Rs Rs Rs Rs 17.24
Pacific& 17.24 17.24 17.24 17.24 17.24 17.24
Africa
Rest of the Rs Rs Rs Rs Rs Rs Rs 14.24
world 14.24 14.24 14.24 14.24 14.24 14.24
free ISD min
SMS(Rs/160 Characters)
to other Rs 0.50 Rs 0.50 Rs
Hutch phones 0.50
Local SMS Rs 1 Rs 1 Rs 1 Rs 1 Rs 1 Rs 1 Rs 1
National Rs 2 Rs 2 Rs 2 Rs 2 Rs 2 Rs 2 Rs 2
SMS
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International Rs 5 Rs 5 Rs 5 Rs 3 Rs 5 Rs 5 Rs 3
SMS
free SMS 500 100 200
Local Local Local
SMS SMS SMS
Rentals(Rs/month)
CLIP Rs 50 Rs 50 Rs 50 Rs 25
Itemised Rs 50 Rs 50 Rs 50 Rs 50 Rs 50 Rs 50 Rs 50
billing
Zonal Rs 25 Rs 25 Rs 25 Rs 25 Rs 25 Rs 25 Rs 25
Roaming
National Rs 25 Rs 25 Rs 25 Rs 25 Rs 25 Rs 25 Rs 25
Roaming
International Rs 149 Rs 149 Rs 149 Rs 149 Rs 149 Rs 149 Rs 149
Roaming
* Monthly rental of Rs.199 after 6 months

** Non refundable
REVIEW OF THE LITERATURE
Satisfaction is a person’s feeling of pleasure or

disappointment resulting from comparing the service perceived
performance in relation to his or her expectations.
Perception and Customer Behavior:
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Perception is the process by which individuals select, organize and
interpret stimuli into a meaningful and coherent picture of the world.
Perception has strategy implications for marketers, because

customers make decisions based on what they perceive rather than on the
basis of objective reality.
The lowest level at which an individual can perceive a specific

stimulus is called the absolute threshold. The minimal difference that can
be perceived between to stimuli is called the differential threshold or just
noticeable difference. Most stimuli are perceived above the level of the
customer’s conscious awareness; however, weak stimuli can perceive
below the level of conscious awareness (i.e. subliminally).Research does
not support the contention that subliminal stimuli affect consumer-buying
decision. Customer’s selection of stimuli from the environment is based
on the interaction of their expectations and motives with the stimulus
itself. The interpretation for stimuli is highly subjective and is based on
what the consumer expects to see light of previous experience.
Steps for Measuring Customer Satisfaction:
Measurements of customer’s satisfaction involve developing a

survey design made to individual context that would encompass amongst
others the following steps.
1. Determining who is the customer .
2. Determining what constitute customers satisfaction
3. Designing the scale on which customer satisfaction would be

measured.
4. Measuring current levels of customer satisfaction.
1.Determining who is the customer:
In the customer sector, the individual is generally the buyer ,

the decision-maker, and the user-all rolled into one. If at all, influencing
persons would also come into play. In the industrial context, however,
the a scene is entirely different. The person, who uses, multi-individual
-8-
involvement is apparent in any industrial marketing scenario.
Committees take purchase decisions. The affectations of equipment are
evident in a number of departments. Numerous levels also exist starting
with the chief executive and going down to the individual machine
operator.
It therefore becomes necessary to determine the respondent

set by first evaluating the process of sales and business environment in
which any company works. The industrial market researcher has to have
a sufficient understanding of the process of industrial sales to enable him
to design the survey correctly and not to be just guided by the company’s
operating managers. One also needs to similarly know about
perspectives of the respondent set and determine the inter-action
behaviour within the respondent set and the buyers to their sellers.
2. Determining what constitute customer satisfaction:
Keeping in mind that no one knows more about

customer satisfaction other than customer himself, pilot studies have to be
under taken at very senior levels in the respondent organization to be able
to identify the parameters that go on to govern customer satisfaction.
Here is where considerable subjectivity comes into play and may be
overtly emphasized (sometimes vociferously expressed) parameters
governing customer satisfactions tend to get importance while the real
situation may not be so.
The industrial market researcher has to therefore be

able to assess through a scientific data analysis mechanism, the exact
relationship between what the entire respondent set believes constitutes
customer satisfaction and what is actually the complex interaction
between these parameters. Very often it is best to go for an indexed
approach that reduces subjectivity and provides for focus in the
management of customer satisfaction.
3. Designing the scale on which customer satisfaction would be

measured:
Here is where the aspect of qualitative survey comes

into play to first be able to know the interaction and inter-relation
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between the various parameters that govern the constitute customer
satisfaction in the industrial context. Super imposed on this is the
condifi9cation of customers by which it is possible to ascertain trends
over different categories of customers.
It is then possible for every individual company to

determine its market presence, business compulsions, growth directions,
market complexions and then be able to assign different customer
categories a different relative importance, so as to finally determine
individually tailored scientific and contextually appropriate index of
customer satisfaction for their customers.
4. Measuring current levels of customer satisfaction:
Determining from the survey design is the aspect of

actually meeting the number of persons within the respondent set by
qualitative personal interview techniques and ascertaining uniformly their
satisfaction with in the company’s product and services. Many a time, the
same input has to be taken from a number of different departments( and
therefore people) and often-contradictory) inputs may be generated.
The industrial market researcher presented with

contradiction, has only the survey design to bank on to ensure that the
feedback is available to the company.
After these inputs are received, the ratings are super

imposed on the relative importance of parameters had a numerical
assessment arrived at on the satisfaction of customer.
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ABOUT THE STUDY
In Chennai city there are several cellular service provider

to compete for cellular customer .The competition is very high .to stay in
the competition the company’s have to create loyal customers .to create
loyal customers the measurement of loyalty is vital and this work is
handle the reasons. The company must also have constant have vigil over
the switching over the customer .the reasons for switching over the
current service .In order to rectify the reasons causing dissatisfactions and
this task is also given to the customer.
- 11 -
OBJECTIVES OF THE STUDY
1. To study the sources for the awareness of the respondents about

HUTCH cellular service at Chennai.
2. To study the opinion of the respondents with regard to
a)Network coverage
b) Short Message Service
c) Subscriber Trunk Dialing service
d) Voice quality
3. To ascertain the opinion of respondents about the fee charged by

HUTCH for its postpaid cellular service at Chennai.
4. To ascertain the opinion of respondents about the fee charged by

HUTCH for its prepaid cellular service at Chennai.
5. To study the loyalty of the respondents towards the HUTCH

services.
6. To analysis the switchover options and reasons.
7. To study the overall satisfaction level of HUTCH cellular service

at Chennai.
- 12 -
Scope of the Study
1. The study is related to communication industry.
2. The study relates to consumer behavior area of marketing

management.
3. The study can be used by similar cellular service provider.
- 13 -
Limitations of the Study:
1. The study is limited to the respondents Chennai city alone so its

results cannot be generalized.
2. The study has time limitation also it was the major reasons.
- 14 -
RESEARCH METHODOLOGY
A) Type of research:
The researcher has used descriptive research, which

describes the opinion of the respondents of the study.
B) Type of survey:
The researcher has used sample survey.
C) Data used:
The researcher has used primary data primary data for

his analysis.
D) Data collection tool :
The researcher has used a structured questionnaire for

collecting the data required.
E) Sampling procedure :
i) Sampling technique
The researcher has used convenience sampling to select the

sample unit .
ii) Sample unit
The sample unit for the study includes postpaid and

prepaid subscribers of HUTCH cellular service.
iii) Sample area
The area in which the sample units were selected in

Chennai city.
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iv) Sample size
The sample size of the study 114 out of which 35 were

postpaid subscribers, 79 were prepaid subscribers.
F) Tools for analysis
The researcher has extensively used percentage

analysis. The researcher has also used chi-square test for testing
association between different variables.
G) Tools for presentation
The researcher has used
a) Uni-variable table
b) Bi-variable table
c) Bie-charts
d) Bar charts
for presenting the data.
H) Pilot study
The researcher has conducted the pilot study .and prepare

the final questionnaire for the period of 3 days . for the end of pilot study
The researcher was able to move choices for his multiple choice
questions.
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AGE CLASSIFICATION OF RESPONDENTS
The following table number 6.1 shows the age

classification of the respondents selected for the study.
TABLE NUMBER 6.1
Table showing the age wise classification of Respondents.
Age level Number of Percentage

Respondents
Below 20 years 47 41.23
21 - 30 years 38 33.33
31 – 40 years 19 16.67
41 – 50 years 10 8.77
Total 114 100
From the above table we are able notice that 41.23% of the
respondents of the age below 20 years, 33.33% of the respondents age
between 21 - 30 years, 16.67% of the respondents age between 31 - 40
years, 8.77% of the respondents age between 41 - 50 years.
INFERENCE:
Majority of the respondents were age below 20 years and 41

– 50 years of the respondents are very low.
- 17 -
Age wise classification of Respondents.
41-50 years
9%
31-40 years
17%
below 20 years
41%
21-30 years
33%
- 18 -
CLASSIFICATION OF RESPONDENTS GENDER
The following table number 6.2 shows the

classification of the respondents gender selected for the study.
TABLE NUMBER 6.2
Table showing the gender wise classification of

Respondents.
Gender Number of Percentage

Respondents
Male 80 70.18
Female 34 29.82
total 114 100
respondents were Male and that 29.82% of the respondents were Female.
INFERENCE:
Majority of the respondents were Male and Minimum of the

respondents were Female.
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Gender wise classification of
Respondents.
80
70
60
50
NUMBER OF
40
RESPONDENTS MALE
30 FEMALE
20
10
0
GENDER
- 20 -
CLASSIFICATION OF RESPONDENTS OCCUPATION

classification of the respondents occupation selected for the study.
TABLE NUMBER 6.3
Table showing the classification of Respondents occupation
Occupation Number of Percentage

Respondents
Government employee 18 15.79
Private employee 27 23.68
Professionals 44 38.60
Business 15 13.16
Others 10 8.77
Total 114 100
respondents were government employees, 23.68% of the respondents
were private employees, 38.60% of the respondents were professionals,
13.16% of the respondents were business, and 8.77% of the respondents
were others.
INFERENCE:
Majority of the respondents were professionals and

Minimum of the respondents were other category peoples.
- 21 -
classification of Respondents occupation
40
35
30
25
20
15
10
5
NUMBER OF
0 RESPONDENTS
Government private Professionals Business

employee employee Others
OCCUPATION
CLASSIFICATION OF RESPONDENTS EDUCATION

classification of the respondents education selected for the study.
- 22 -
TABLE NUMBER 6.4
Table showing the classification of Respondents Education
Education level Number of Percentage

Respondents
Under graduate 50 43.86
Post graduate 40 35.09
Professional 10 8.77
Diploma 14 12.28
Total 114 100
respondents were under graduate, 35.09% of the respondents were post
graduate, 8.77% of the respondents were professional, and 12.28% of the
respondents were diploma.
INFERENCE:
Majority of the respondents were under graduate and

Minimum of the respondents were professionals .
- 23 -
CLASSIFICATION OF
RESPONDENTS EDUCATION
diploma
professionals
Post graduate
Under graduate
NUMBER OF RESPONDENTS
- 24 -
CLASSIFICATION OF RESPONDENTS CATEGORY

classification of the respondents category selected for the study.
TABLE NUMBER 6.5
Table showing the classification of Respondents Category
Category Number of Percentage

Respondents
Postpaid 35 30.70
prepaid 79 69.30
Total 114 100
respondents were postpaid, 69.30% of the respondents were prepaid
customers.
INFERENCE:
Majority of the respondents were prepaid and Minimum of

the respondents were postpaid users .
- 25 -
CLASSIFICATION OF
RESPONDENTS CATEGORY
0%
postpaid
31%
prepaid
69%
- 26 -
CLASSIFICATION OF RESPONDENTS SUBSCRIPTION
The following table number 6.1 shows the age

classification of the respondents subscription selected for the study.
TABLE NUMBER 6.5.1
Table showing the classification of Respondents subscription
Subscription Number of Percentage

Respondents
Less than 1 year 60 52.63
1-2 years 42 36.84
2- 4 years 12 10.53
total 114 100
respondents were less than 1year, 36.84% of the respondents were 1 - 2
years, and 10.53% of the respondents were 2 - 4 years.
INFRENCE:
Majority of the respondents were less than 1 year and 2 – 4

years of the respondents were very low level to use.
- 27 -
CLASSIFICATION OF RESPONDENTS
SUBSCRIPTION
52.63
36.84
10.53
0 20 40 60 80 100 120
SUBSCRIPTION
Less than 1 year 1-2 years 2-4 years
- 28 -
CLASSIFICATION OF RESPONDENTS PREVILEGES

classification of the respondents privileges selected for the study.
TABLE NUMBER 6.6
Table showing the classification of Respondents privileges
previleges Number of Percentage

Respondents
Reduce call cost 42 36.84
Improve network 20 17.54
100 MSG per day 47 41.23
others 5 4.39
Total 114 100
respondents were Reduce call cost, 17.54% of the respondents were
Improve network , 41.23% of the respondents were 100 MSG per day ,
and 4.39% of the respondents were others to privileged.
INFERENCE:
Majority of the respondents were privileged to 100 MSG per

day and Minimum of the respondents were others to privileged.
- 29 -
CLASSIFICATION OF
RESPONDENTS PREVILEGES
41%
4%
0%
18%
37%
Reduce call cost Improve network 100 msg per day Others
CLASSIFICATION OF RESPONDENTS AWARENESS
- 30 -
classification of the respondent’s awareness selected for the study.
TABLE NUMBER 6.7
Table showing the classification of Respondents awareness
Awareness Number of Percentage

Respondents
Television 15 13.16
Friends and Relatives 70 61.40
News papers 6 5.26
Magazines 5 4.39
Word of mouth 15 13.16
Others 3 2.63
Total 114 100
respondents were Television, 61.40% of the respondents were Friends
and Relatives, 5.26% of the respondents were News papers, 4.39% of the
respondents were Magazines, 13.16% of the respondents were Word of
mouth, and 2.63% of the respondents were known about others
INFERENCE:
Majority of the respondents will know about friends and

relatives and Minimum of the respondents were others to known that.
- 31 -
CLASSIFICATION OF
RESPONDENTS AWARENESS
70 Television
60
Friends&relativ
50 es
40 Newspapers
number of
respondents
30
Magazines
20
10 Words of
mouth
0 Others
awareness
- 32 -
CLASSIFICATION OF RESPONDENTS OPINION
ABOUT NETWORK COVERAGE

classification of the respondent’s opinion about network coverage
TABLE NUMBER 6.8
Table showing the classification of Respondents opinion

about network coverage
Opinion Number of Percentage

Respondents
Excellent 12 10.53
Good 42 36.84
Normal 41 35.96
Poor 19 16.67
Total 114 100
From the above table we are able notice that 10.53% of

respondents were Excellent, 36.84 % of the respondents were good,
35.96% of the respondents were normal, and 16.67% of the respondents
were poor to tell about network converges.
INFERENCE:
Majority of the respondents were good and Minimum of the

respondents were poor to tell about network converges.
- 33 -
CLASSIFICATION OF
RESPONDENTS OPINION ABOUT
NETWORK COVERAGE
16.67
35.96
36.84
10.53
Excellent Good Normal Poor
- 34 -
ABOUT SMS SERVICE

classification of the respondent’s opinion about SMS service
TABLE NUMBER 6.9

about SMS service

Respondents
Excellent 10 8.77
Good 36 31.58
Normal 52 45.61
Poor 14 12.29
Very poor 2 1.75
Total 114 100

respondents were Excellent ,31.58 % of the respondents were Good ,
45.61% of the respondents were normal , 12.29% of the respondents
were poor, 1.75% of the respondents were very poor to tell about SMS
service.
INFERENCE:
Majority of the respondents were normal and Minimum of

the respondents were tell that SMS service is very poor.
- 35 -
ABOUT SMS SERVICE
50
40
number of
respondent
30
s 20
10
0
Excellent Good Normal Poor Very poor
- 36 -
ABOUT STD SERVICE

classification of the respondent’s opinion about STD service
TABLE NUMBER 6.10

about STD service.

Respondents
Excellent 5 4.39
Good 25 21.93
Normal 47 41.23
Poor 31 27.19
Very poor 6 5.26
Total 114 100

were poor, 5.26% of the respondents were very poor to tell about STD
service.
INFERENCE:
Majority of the respondents were told that STD service is

normal and Minimum of the respondents was told that STD service is
very excellent.
- 37 -
CLASSIFICATION OF
STD SERVICE
45
40
35
30 Excellent
number of 25 Good
respondents
20 Normal
15 Poor
Very poor
10
5
0
opinion
- 38 -
ABOUT VOICE QUALITY

classification of the respondent’s opinion about voice quality.
TABLE NUMBER 6.11

about voice quality

Respondents
Excellent 88 77.19
Good 15 13.16
Normal 9 7.89
Poor 2 1.75
Total 114 100

7.89% of the respondents were normal , 1.75% of the respondents were
poor to told about voice quality.
INFERENCE:
Majority of the respondents were told that voice quality is

excellent and Minimum of the respondents was told that voice quality is
very poor.
- 39 -
OPINION ABOUT VOICE QUALITY
2%
8%
13%
77%
Excellent Good Normal Poor
- 40 -
ABOUT LOCAL LAND LINE CHARGES
The following table number 6.12.1 shows the

classification of the respondent’s opinion about local land line charges.
TABLE NUMBER 6.12.1

about local land line charges

Respondents
High cost 19 16.67
Costly 78 68.42
Normal 15 13.16
Low 2 1.75
Total 114 100

respondents were high cost ,68.42 % of the respondents were costly ,
low cost to told about local land line charges.
INFERENCE:
Majority of the respondents were told that local land line

charges are costly and Minimum of the respondents was told that local
land line charges are low.
- 41 -
ABOUT LOCAL LAND LINE CHARGES
70
60
50
High cost
number of
40
Costly
respondents
30 Normal
20 Low
10
0
opinion
- 42 -
ABOUT CELL TO CELL CHARGES

classification of the respondent’s opinion about cell to cell charges.
TABLE NUMBER 6.12.2

about cell to cell charges

Respondents
High cost 5 4.39
Costly 14 12.28
Normal 75 65.79
Low 18 15.79
Very low 2 1.75
Total 114 100

were low cost , 1.75% of the respondents were very low cost to told
about cell to cell charges
INFERENCE:
Majority of the respondents were told that cell to
cell charges are normal and Minimum of the respondents was told that
cell to cell charges are very low.
- 43 -
ABOUT CELL TO CELL CHARGES
70
60
50
High cost
40
number of Costly
respondents
Normal
30
Low
20 Very low
10
0
opinion
- 44 -
ABOUT ROAMING CHARGES

classification of the respondent’s opinion about Roaming charges.
TABLE NUMBER 6.12.3

about Roaming charges

Respondents
High cost 52 45.61
Costly 40 35.09
Normal 18 15.79
Low 4 3.51
Total 114 100

low cost to told about Roaming charges.
INFERENCE:
Majority of the respondents were told that

Roaming charges are high costs, and Minimum of the respondents was
told that Roaming charges are low.
- 45 -
OPINION ABOUT ROAMING CHARGES
50
45
40
35
30
number of
respondents 25
20
15
10
5
0
opinion
High cost Costly Normal Low
- 46 -
ABOUT SMS SERVICE CHARGES

classification of the respondent’s opinion about SMS service charges.
TABLE NUMBER 6.12.4

about SMS service charges

Respondents
High cost 18 15.79
Costly 27 23.68
Normal 65 57.02
Low 4 3.51
Total 114 100

low cost to told about SMS service charges.
INFERENCE:
Majority of the respondents were told that SMS

service charges are normal costs, and Minimum of the respondents was
told that SMS service charges are low.
- 47 -
OPINION ABOUT SMS SERVICE CHARGES
opinion
0 20 40 60
number of respondents
High cost Costly Normal Low
- 48 -
ABOUT DOWNLOADING GAME CHARGES

classification of the respondent’s opinion about downloading game
charges.
TABLE NUMBER 6.12.5

about downloading game charges

Respondents
High cost 86 75.44
Costly 26 22.81
Normal 2 1.75
Total 114 100

1.75% of the respondents were normal to told about downloading game
charges
INFERENCE:

downloading game charges are high costs, and Minimum of the
respondents was told that downloading game charges are normal.
- 49 -
OPINION ABOUT DOWNLOADING GAME
CHARGES
80
70
60
50
number of
respondents
40
30
20
10
0
opinion
High cost Costly Normal
- 50 -
ABOUT DOWNLOADING RINGTONES CHARGES

classification of the respondent’s opinion about downloading ring tones
charges.
TABLE NUMBER 6.12.6

about downloading ring tones charges

Respondents
High cost 55 48.25
Costly 47 41.23
Normal 12 10.53
Total 114 100

10.53% of the respondents were normal to told about downloading ring
tones charges.
INFERENCE:

downloading ring tones charges are high costs, and Minimum of the
respondents was told that downloading ring tones charges are normal.
- 51 -
OPINION ABOUT DOWNLOADING GAME
CHARGES
2%
23%
75%
High cost Costly Normal
- 52 -
ABOUT DOWNLOADING SONGS CHARGES

classification of the respondent’s opinion about downloading songs
charges.
TABLE NUMBER 6.12.7

about downloading songs charges

Respondents
High cost 43 37.72
Costly 57 50.00
Normal 14 12.28
Total 114 100

respondents were high cost, 50 % of the respondents were costly, 12.28%
of the respondents were normal to told about downloading ring songs
charges.
INFERENCE:

downloading songs charges are costly, and Minimum of the respondents
was told that downloading songs charges are normal.
- 53 -
OPINION ABOUT DOWNLOADING SONGS
CHARGES
50
45
40
35
30
High cost
number of
25 Costly
respondents
Normal
20
15
10
0
opinions
- 54 -
ABOUT NEWS & SCORES UPDATE CHARGES

classification of the respondent’s opinion about News and scores update
charges.
TABLE NUMBER 6.12.8

about News and scores update charges.

Respondents
High cost 25 21.93
Costly 74 64.91
Normal 15 13.16
Total 114 100

respondents were high cost, 64.91 % of the respondents were costly,
13.16% of the respondents were normal to told about news and scores
update charges.
INFERENCE:
Majority of the respondents were told that news

and scores update charges are costly, and Minimum of the respondents
were told that news and scores update charges are normal.
- 55 -
OPINION ABOUT NEWS & SCORES
UPDATE CHARGES
70
60
50
40
High cost
number of
respondents Costly
Normal
30
20
10
0
opinions
- 56 -
ABOUT CONTINOUSLY USED SERVICES

classification of the respondent’s opinion about continuously used
services.
TABLE NUMBER 6.13

about continuously used services.
Subscription Number of Percentage

Respondents
Less than 1 year 58 50.88
1-2 years 51 44.74
2-4 years 5 4.39
Total 114 100

respondents were less than 1 year, 44.74 % of the respondents were 1-2
years, and 4.39% of the respondents were 2-4 years to be continuously
used services.
INFERENCE:
Majority of the respondents were less than 1 years,

and Minimum of the respondents were 2-4 years to be continuously used
services.
- 57 -
CLASSIFICATION OF
CONTINOUSLY USED SERVICES
60
50
40 Less
than 1
number of
30 year
respondents
1-2
years
20
2-4
10 years
0
opinion
- 58 -
ABOUT LEVEL OF DESERVES THE LOYALTY

classification of the respondent’s opinion about level of deserves the
loyalty.
TABLE NUMBER 6.14.1

about level of deserves the loyalty.

Respondents
Agree 19 16.67
Normal 53 46.49
disagree 42 36.84
Total 114 100

respondents were agree, 46.49 % of the respondents were normal, and
36.84% of the respondents were disagree to deserve the loyalty.
INFERENCE:
Majority of the respondents were told normal to

deserve the loyalty, and Minimum of the respondents were agree to
deserves the loyalty.
- 59 -
OPINION ABOUT LEVEL OF DESERVES THE
LOYALTY
17%
37%
46%
Agree Normal disagree
- 60 -
ABOUT LEVEL OF STRONGNESS OF LOYALTY

classification of the respondent’s opinion about level of strong ness of
loyalty.
TABLE NUMBER 6.14.2

about level of strong ness of loyalty

Respondents
Agree 27 23.68
Normal 68 59.65
disagree 19 16.67
Total 114 100

16.67% of the respondents were strong ness of the loyalty.
INFERENCE:
Majority of the respondents were told normal to

strong ness the loyalty and Minimum of the respondents were disagreeing
to strong ness the loyalty.
- 61 -
OPINION ABOUT LEVEL OF STRONGNESS
OF LOYALTY
disagree
Normal
Agree
NUMBER OF RESPONDENTS
- 62 -
ABOUT SHORTTERM GOALS TOWARDS THE
PEOPLE VALUES AND RELATIONSHIP

classification of the respondent’s opinion about short term goals towards
the people values and relationship.
TABLE NUMBER 6.14.3

about short term goals towards the people values and relationship

Respondents
Agree 72 63.16
Normal 35 30.70
disagree 7 6.14
Total 114 100

6.14% of the respondents were disagree to the values of the people
values and relationship .
INFERENCE:
Majority of the respondents were agree to

improve value of people and relationship , and Minimum of respondents
were disagree to that.
- 63 -
ABOUT SHORTTERM GOALS TOWARDS THE
PEOPLE VALUES AND RELATIONSHIP
70
60
50
40
number of Agree
respondents
Normal
30
disagree
20
10
0
opinion
- 64 -
ABOUT STORMING OF SERVICES

classification of the respondent’s opinion about storming of services.
TABLE NUMBER 6.15

about storming of services .
Storming Number of Percentage

Respondents
Network 53 46.49
Roaming charges 23 20.18
Daily rental 18 15.79
High STD charges 20 17.54
Total 114 100

respondents were networking, 20.18 % of the respondents were roaming
charges, 15.79 % of the respondents were daily rental and 17.54% of
the respondents were high STD charges to be storming of this service.
INFERENCE:
Majority of the respondents were told networking

is the storming of this service, and Minimum of respondents were daily
rental will be told.
- 65 -
CLASSIFICATION OF
STORMING OF SERVICES
opinion
17.54
15.79
20.18
46.49
Network number of respondents

Roaming charges
Daily rental High STD charges
- 66 -
CLASSIFICATION OF RESPONDENTS BASED ON
BRAND SWITCHING

classification of the respondent’s based on brand switching.
TABLE NUMBER 6.16.1
Table showing the classification of Respondents based on

brand switching
Response Number of Percentage

Respondents
Yes 28 24.56
No 86 75.44
Total 114 100

respondents were switching to the other brand, and 75.44% of the
respondents were stay in that network.
INFERENCE:
Majority of the respondents stay in that network

and minimum of the respondents were switching to the other brand.
- 67 -
BASED ON BRAND SWITCHING
Yes
25%
No
75%
- 68 -
REASON FOR RESPONDENTS SWITCHING OVER
TO OTHER SERVICE
The following table number 6.16.2 shows reason for

respondents switching over to other service.
TABLE NUMBER 6.16.2
Table showing the reason for respondents switching over to

other service
Reasons Number of Percentage

Respondents
Free SMS 14 50.00
More coverage 7 25.00
Call rates 5 17.86
Roaming charges 2 7.14
Total 28 100
From the above table we are able notice that 50% of

respondents were free SMS, 25% of the respondents were more coverage,
17.86% of the respondents were call rates, and 7.14% of the respondents
were roaming charges of reason to switching to other service.
INFERENCE:
Majority of the respondents were free SMS to

switching to other service and minimum of the respondents were
roaming charges to switch over.
- 69 -
REASON FOR RESPONDENTS
SWITCHING OVER TO OTHER SERVICE
50
45
40
35
30
Free SMS
number of
respondents 25 More coverage
Call rates
20 Roaming charges
15
10
5
0
opinion
- 70 -
REASON FOR RESPONDENTS STAY TO THAT
HUTCH SERVICE
The following table number 6.16.3 shows reason for

respondents stay to that hutch service
TABLE NUMBER 6.16.3
Table showing the reason for respondents stay to that hutch

service
Reasons Number of Percentage

Respondents
Low cost 4 4.65
Coverage 5 5.81
Hutch to Hutch free 18 20.93
cost
Full talk facility 22 25.58
Only incoming facility 12 13.95
Choate recharge 25 29.07
Total 86 100

respondents were low cost, 5.81% of the respondents were coverage,
20.93% of the respondents were Hutch to Hutch free cost , 25.58% of
the respondents were Full talk facility , 13.95% of the respondents were
Only incoming facility, , 29.07% of the respondents were Choate
recharge to reason for told that .
INFERENCE:
Majority of the respondents were Choate recharge

and minimum of the respondents were low cost to reason for told that .
- 71 -
REASON FOR RESPONDENTS STAY TO
THAT HUTCH SERVICE
30
25
20
number of
respondents
15
10
0
reasons
Low cost Coverage

Hutch to Hutch free cost Full talk facility
Only incoming facility Choate recharge
- 72 -
CLASSIFICATION OF RESPONDENTS LEVEL OF
SATISFACTION

classification of the respondent’s level of satisfaction.
TABLE NUMBER 6.17
Table showing the classification of Respondents level of

satisfaction
Level of satisfaction Number of Percentage

Respondents
Highly satisfied 9 7.89
Satisfied 35 30.70
Medium 45 39.47
Dissatisfied 23 20.18
Highly dissatisfied 2 1.75
Total 114 100

respondents were highly satisfied, 30.70 % of the respondents were
Satisfied , 39.47 % of the respondents were medium, 20.18 % of the
respondents were dissatisfied , 1.75 % of the respondents were Highly
dissatisfied .
INFERENCE:
Majority of the respondents were medium level of

satisfied, and Minimum of the respondents were highly dissatisfied
- 73 -
LEVEL OF SATISFACTION
2% 8%
20%
31%
39%
Highly satisfied Satisfied

Medium Dissatisfied
Highly dissatisfied
- 74 -
RESPONDENTS SUGGEST TO IMPROVE THE
SATISFACTION LEVEL

respondent’s suggest to improving the satisfaction level.
TABLE NUMBER 6.18
Table showing the respondent’s suggest to improving the

satisfaction level.
Suggestions Number of Percentage

Respondents
Reduce the call cost 45 39.47
Increase the signal 23 20.18
strength
Reduce rental cost 29 25.44
Reduce deposit cost 17 14.91
Total 114 100

respondents were Reduce the call cost, 20.18 % of the respondents were
Increase the signal strength , 25.44 % of the respondents were Reduce
rental cost , 14.91 % of the respondents were Reduce deposit cost to
suggest that .
INFERENCE:
Majority of the respondents were Reduce the call

cost to suggest, and Minimum of the respondents were Reduce deposit
cost to suggest that.
- 75 -
RESPONDENTS SUGGEST TO IMPROVE THE
SATISFACTION LEVEL
52.63
39.47
20.18
25.44
14.91
0 20 40 60 80 100 120 140 160 180

suggestions
Reduce the call cost Increase the signal strength Reduce rental cost Reduce deposit cost Bar 5
- 76 -
BIVARIATED TABLE SHOWING AGE AND LEVEL OF
SATISFACTION TOWARDS HUTCH CELLULAR
SERVICE
TABLE NUMBER 6.19.1
Level of Highly satisfied Medium Dissatisfie Highly Total

satisfaction satisfied d dissatisfied
Age
Below 20 4 17 15 11 - 47
years
20-30 years 2 6 18 11 1 38
30-40 years 2 5 10 1 1 19
40-50 years 1 7 2 - - 10
Total 9 35 45 23 2 114
- 77 -
EXPECTED FREQUENCY TABLE SHOWING AGE AND
LEVEL OF SATISFACTION TOWARDS HUTCH
CELLULAR SERVICE
TABLE NUMBER 6.19.2
Level of Highly satisfied Medium Dissatisfied Highly Total

satisfaction satisfied dissatisfied
Age
Below 20 3.71 14.43 18.85 9.48 0.82 47
years
20-30 3 11.67 15.00 7.67 0.67 38
years
30-40 1.5 5.83 7.5 3.83 0.33 19
years
40-50 0.79 3.07 3.95 2.02 0.18 10
years
Total 9 35 45 23 2 114
Row total * Column total

Expected frequency =
Grand total
CHI-SQUARE TABLE SHOWING AGE AND LEVEL OF

SATISFACTION TOWARDS HUTCH CELLULAR
SERVICE
- 78 -
TABLE NUMBER 6.19.3
O E O-E (O-E)2 (O-E)2

E
4 03.71 00.29 0.08 0.022
17 14.43 2.57 06.60 .457
15 18.55 3.55 12.60 .679
11 09.48 1.52 2.31 .244
0 0.82 .82 .67 .817
2 03.00 1.00 1.00 .333
6 11.67 5.67 32.15 2.755
18 15.00 3.00 9.00 .600
11 07.67 3.33 11.09 1.446
1 00.67 .33 .11 .164
2 01.50 .5 .25 .167
5 05.83 .83 .69 .118
10 07.50 2.5 6.25 .833
1 03.83 2.83 8.01 2.091
1 00.33 .67 .45 1.364
1 00.79 .21 .04 .051
7 03.07 3.93 15.44 5.029
2 03.95 1.95 3.80 0.962
0 02.02 2.02 4.08 2.020
0 00.18 .18 .03 0.167
Total 12.141
Calculated chi-square =12.141

Table value =7.692
When the relation between the demographic variable age and

overall satisfaction level towards HUTCH cellular service was
tested .the null hypothesis was rejected and it was concluded that
there is relation between age and satisfaction level towards
HUTCH cellular service at 5% level of significance level.
BIVARIATED TABLE SHOWING GENDER AND LEVEL

OF SATISFACTION TOWARDS HUTCH CELLULAR
SERVICE
- 79 -
TABLE NUMBER 6.20.1
Level of Highly satisfied Mediu Dissatisfied Highly Total

satisfaction satisfied m dissatisfie
d
gender
Male 5 13 41 20 1 80
Female 4 22 4 3 1 34
Total 9 35 45 23 2 114
EXPECTED FREQUENCY TABLE SHOWING GENDER

AND LEVEL OF SATISFACTION TOWARDS HUTCH
CELLULAR SERVICE
TABLE NUMBER 6.20.2
Level of Highly satisfied Mediu Dissatisfied Highly Total

satisfaction satisfied m dissatisfie
d
gender
Male 6.32 24.56 31.58 16.14 1.40 80
Female 2.68 10.44 13.42 6.86 6.86 34
Total 9 35 45 23 2 114
CHI-SQUARE TABLE SHOWING GENDER AND LEVEL

OF SATISFACTION TOWARDS HUTCH CELLULAR
SERVICE
- 80 -
TABLE NUMBER 6.20.3
O E O-E (O-E)2 (O-E)2

E
5 6.32 1.32 1.742 0.276
13 24.56 11.56 133.634 3.613
41 31.58 9.42 88.736 2.810
20 16.14 3.86 14.900 0.923
1 1.40 0.40 0.16 0.114
4 2.68 1.32 1.742 .650
22 10.44 11.56 133.634 12.800
4 13.42 9.42 88.736 6.612
3 6.86 3.86 14.900 2.172
1 0.60 0.40 0.16 0.267
TOTAL 7.622
Table value =0.711
When the relation between the demographic variable gender and

there is relation between gender and satisfaction level towards
BIVARIATED TABLE SHOWING OCCUPATION AND

CELLULAR SERVICE
TABLE NUMBER 6.21.1
- 81 -
Gender
Government 3 5 6 4 - 18
employee
Private 2 8 10 6 1 27
employee
Professionals 1 12 22 8 1 44
Business 2 4 6 3 - 15
Others 1 6 1 2 - 10
Total 9 35 45 23 2 114
EXPECTED FREQUENCY TABLE SHOWING

OCCUPATION AND LEVEL OF SATISFACTION
TOWARDS HUTCH CELLULAR SERVICE
TABLE NUMBER 6.21.2
- 82 -
gender
Government 1.42 5.53 7.11 3.63 .32 18
employee
Private 2.13 8.29 10.66 5.45 .47 27
employee
Professionals 3.47 13.51 17.37 8.88 .77 44
Business 1.18 4.61 5.92 3.03 .26 15
Others 6.79 3.07 3.95 2.02 .18 10
Total 9 35 45 23 2 114
CHI-SQUARE TABLE SHOWING OCCUPATION AND

CELLULAR SERVICE
TABLE NUMBER 6.21.3
O E O-E (O-E)2 (O-E)2

E
3 1.42 1.58 2.496 1.758
5 5.53 .53 .281 0.051
- 83 -
6 7.11 1.11 1.232 0.173
4 3.63 .37 .137 0.038
0 .32 .32 .102 0.319
2 2.13 .13 .017 0.008
8 8.29 .29 .084 0.010
10 10.66 .66 0.436 0.041
6 5.45 .55 .303 0.056
1 0.47 .53 .281 0.598
1 3.47 2.47 6.101 1.758
12 13.51 1.51 2.280 0.169
22 17.37 4.63 21.437 1.234
8 8.88 .88 .774 0.087
1 0.77 .23 0.053 0.069
2 0.79 1.21 1.464 1.853
4 3.07 .93 .865 0.282
6 3.95 2.05 4.203 1.064
3 2.02 .98 .960 0.475
0 0.18 .18 .032 0.178
1 .79 .21 .044 0.056
6 3.07 2.93 8.585 2.797
1 3.95 2.95 8.703 2.203
2 2.02 .02 0.0004 0.0002
0 .18 .18 0.032 0.178
Total 15.4552
Table value =7.962
When the relation between the demographic variable occupation

and overall satisfaction level towards HUTCH cellular service was
there is relation between occupation and satisfaction level
towards HUTCH cellular service at 5% level of significance level.
- 84 -
FINDINGS
 41.23% of the respondents of the age below 20 years, 33.33% of

the respondents age between 21 - 30 years, 16.67% of the
respondents age between 31 - 40 years, 8.77% of the respondents
age between 41 - 50 years.
 70.18% of the respondents were Male and that 29.82% of the

respondents were Female.
- 85 -
 15.79% of the respondents were government employees, 23.68%
of the respondents were private employees, 38.60% of the
respondents were professionals, 13.16% of the respondents were
business, and 8.77% of the respondents were others.
 43.86% of the respondents were under graduate, 35.09% of the

respondents were post graduate, 8.77% of the respondents were
professional, and 12.28% of the respondents were diploma.
 30.70% of the respondents were postpaid, 69.30% of the

respondents were prepaid customers.
 52.63% of the respondents were less than 1year, 36.84% of the

respondents were 1 - 2 years, and 10.53% of the respondents were
2 - 4 years.
 36.84% of the respondents were Reduce call cost, 17.54% of the

respondents were Improve network , 41.23% of the respondents
were 100 MSG per day , and 4.39% of the respondents were others
to privileged.
 13.16% of the respondents were Television, 61.40% of the

respondents were Friends and Relatives, 5.26% of the respondents
were News papers, 4.39% of the respondents were Magazines,
13.16% of the respondents were Word of mouth, and 2.63% of the
respondents were known about others
 10.53% of respondents were Excellent, 36.84 % of the

respondents were good, 35.96% of the respondents were normal,
and 16.67% of the respondents were poor to tell about network
converges.
 8.77% of respondents were Excellent ,31.58 % of the respondents

were Good , 45.61% of the respondents were normal , 12.29% of
the respondents were poor, 1.75% of the respondents were very
poor to tell about SMS service.
 4.39% of respondents were Excellent ,21.93 % of the respondents

were Good , 41.23% of the respondents were normal , 27.19% of
- 86 -
the respondents were poor, 5.26% of the respondents were very
poor to tell about STD service.
 77.19% of respondents were Excellent ,13.16 % of the

respondents were Good , 7.89% of the respondents were normal ,
1.75% of the respondents were poor to told about voice quality.
 16.67% of respondents were high cost ,68.42 % of the

respondents were costly , 13.16% of the respondents were normal ,
1.75% of the respondents were low cost to told about local land
line charges.
 4.39% of respondents were high cost ,12.28 % of the respondents

were costly , 65.79% of the respondents were normal , 15.79% of
the respondents were low cost , 1.75% of the respondents were
very low cost to told about cell to cell charges.

3.51% of the respondents were low cost to told about Roaming
charges.

3.51% of the respondents were low cost to told about SMS
service charges.

respondents were costly , 1.75% of the respondents were normal
to told about downloading game charges.

respondents were costly , 10.53% of the respondents were normal
to told about downloading ring tones charges.
 37.72% of respondents were high cost, 50 % of the respondents

were costly, 12.28% of the respondents were normal to told about
downloading ring songs charges.
- 87 -
 21.93% of respondents were high cost, 64.91 % of the
respondents were costly, 13.16% of the respondents were normal to
told about news and scores update charges.
 50.88% of respondents were less than 1 year, 44.74 % of the

respondents were 1-2 years, and 4.39% of the respondents were 2-4
years to be continuously used services.
 16.67% of respondents were agree, 46.49 % of the respondents

were normal, and 36.84% of the respondents were disagree to
deserve the loyalty.

were normal, and 16.67% of the respondents were strong ness of
the loyalty.

were normal, and 6.14% of the respondents were disagree to the
values of the people values and relationship .
 46.49% of respondents were networking, 20.18 % of the

respondents were roaming charges, 15.79 % of the respondents
were daily rental and 17.54% of the respondents were high STD
charges to be storming of this service.
 24.56% of respondents were switching to the other brand, and
75.44% of the respondents were stay in that network.
 50% of respondents were free SMS, 25% of the respondents were

more coverage, 17.86% of the respondents were call rates, and
7.14% of the respondents were roaming charges of reason to
switching to other service.
 4.65% of respondents were low cost, 5.81% of the respondents

were coverage, 20.93% of the respondents were Hutch to Hutch
free cost , 25.58% of the respondents were Full talk facility ,
13.95% of the respondents were Only incoming facility, ,
29.07% of the respondents were Choate recharge to reason for
told that .
- 88 -
 7.89% of respondents were highly satisfied, 30.70 % of the
respondents were Satisfied , 39.47 % of the respondents were
medium, 20.18 % of the respondents were dissatisfied , 1.75 % of
the respondents were Highly dissatisfied .
 39.47% of respondents were Reduce the call cost, 20.18 % of the

respondents were Increase the signal strength , 25.44 % of the
respondents were Reduce rental cost , 14.91 % of the respondents
were Reduce deposit cost to suggest that.
 When the relation between the demographic variable age and

there is relation between age and satisfaction level towards
 When the relation between the demographic variable gender and

there is relation between gender and satisfaction level towards
 When the relation between the demographic variable occupation

and overall satisfaction level towards HUTCH cellular service was
there is relation between occupation and satisfaction level
towards HUTCH cellular service at 5% level of significance level.
- 89 -
SUGGESTIONS
 The postpaid service users have said that the network is good in
south Chennai .but not good in North Chennai. so they want the
service provider in the northern parts of Chennai.
 The prepaid subscribers want a Tariff reductions Rs49 paise per

call any local cell. And 100 short message service per day. These
services are providing competing service provider’s .so HUTCH
much also provide these services.
- 90 -
CONCLUSION
Customer is the king for any business, that too for service
industry where it becomes much more essential to get in conduct with
customer. As stated by Philip Kotler that even satisfied customer would
switch over to other company, if better offer occurs. Since there is a stiff
competition by Airtel, Aircel, Tata Indicom, Relance and BSNL. Hutch
should have to improve the service more to make there customers highly
satisfied. Communication becomes one of the essential basic
infrastructure industry which is developing fastly i.e. cellular service and
more customers would preferred with it in near future. Therefore we
should try to make the existing customer to get highly satisfied which
would have good publicity about the services provided by the company.
As a research I feel that Hutch mobile service has all the

possibilities to improve the satisfaction level of the customer and
provided better service than any other concern does.
- 91 -
BIBLIOGRAPHY
Marketing Management - Philip Kotlar
Marketing Research - Ramanuj Majumdar
Statistical Methods - S.P.Gupta
Website:
www.HUTCH.co.in
BEFORE PILOT STUDY

A STUDY TO ANALYSE CUSTOMER LOYALTY AND SWITCH
OVER PATTERNS REGARD TO HUTCH MOBILE
SERVICE AT CHENNAI
1. Name :
- 92 -
2. Age :
a) Below 20 ( ) b) 20-30 ( ) c) 30-40 ( )
d) 40-50 ( ) e) Above 50 ( )
3. Gender :
a) Male ( ) b) Female ( )
4. Occupation
a) Govt.employee ( ) b) Pvt.employee ( ) c)Professionals( )
d) Business ( ) e) others ( )
5. Educational Qualification:
a) Under Graduate ( ) b) Post Graduate ( ) c) Professional ( )
d) Diploma or equivalent ( )
6. Are you subscriber of ‘HUTCH’ mobile services?

a)Yes ( ) b)No ( )
7. If “yes” which category of customer you belong to?
a) Postpaid ( ) b) Prepaid ( )
a) If you are a postpaid customer, how long you are subscribing

hutch service?
b) If you are prepaid customer, how long you are subscribing

hutch service?
8. If you are a postpaid service user what are the privileges you retain?
9. If you are a prepaid service user what are the privileges you retain?
10. How did you come to know about the HUTCH service ?
a) Television ( ) b) Friends & Relatives ( )
- 93 -
c) Newspaper ( ) d) Magazines ( )
d) Word of Mouth ( ) e) Any Other (please specify)_____________
11. What is your opinion about network coverage ?
Postpaid
prepaid
12.What is your opinion regarding in SMS service ?

Postpaid
prepaid
13.What is your opinion about regarding in STD services ?

Postpaid
prepaid
14.What is your opinion regarding in voice quality ?

Postpaid
prepaid
15.What is your opinion about the charges made by HUTCH for its ?
a)Postpaid High cost Costly Normal Low Very low
Local land line

Cell to cell
- 94 -
Roaming charges
SMS services
Downloading
games
Downloading ring
tones
Downloading songs
News& scores
update charges
b)prepaid High cost Costly Normal Low Very low
Local land line

Cell to cell
Roaming charges
SMS services
Downloading
games
Downloading ring
tones
Downloading songs
News& scores
update charges
16.How likely are you to continued use this services from HUTCH ?
17.Please the rate your level of agreement with the following statement
17.1 I believe the HUTCH deserves my loyalty Completely
Agree Normal Disagree

1 2 3 4 5 6 7 8 9 10
Postpaid
Prepaid
- 95 -
17.2 .Over the past year, my loyalty to company HUTCH has grown
stronger completely

1 2 3 4 5 6 7 8 9 10
Postpaid
Prepaid
17.3. Company HUTCH values people and relationships ahead of short

term goals Completely
1 2 3 4 5 6 7 8 9 10
Postpaid
Prepaid
18. Give three reasons for storming with HUTCH service
Postpaid Prepaid
1
2
3
19. Do you like switch over to another service ?
Yes ( ) No ( )
If yes why ? ( tick)
Yes Postpaid Prepaid
1.High rate
2.Roaming
charges
3.Coverage
If No why ? (tick)
- 96 -
No Postpaid Prepaid
1.low cost
2.All India roaming
3.Coverage
4.Free SMS
5.Hutch to Hutch free cost
6.Free monthly rental
7.Full talk time facility
8.Only incoming facility
9.Others( specify)
20.What is your opinion regarding with overall satisfaction with HUTCH

mobile services
Highly satisfied Medium Dissatisfied Highly

satisfied dissatisfied
Postpaid
Prepaid
21. Your valuable suggestions for giving better services______________
Thanking you
AFTER PILOT STUDY
- 97 -
A STUDY TO ANALYSE CUSTOMER LOYALTY AND
SWITCH OVER PATTERNS REGARD TO
HUTCH MOBILE SERVICE AT CHENNAI
1. Name :
2. Age :
a) Below 20 ( ) b) 20-30 ( ) c) 30-40 ( )
d) 40-50 ( ) e) Above 50 ( )
3. Gender :
a) Male ( ) b) Female ( )
4. Occupation
a) Govt.employee ( ) b) Pvt.employee ( )c)Professionals ( )
d) Business ( ) e) others ( )
5. Educational Qualification:
a) Under Graduate ( ) b) Post Graduate ( ) c) Professional ( )
d) Diploma or equivalent ( )
6. Are you subscriber of ‘HUTCH’ mobile services?

a)Yes ( ) b)No ( )
7. If “yes” which category of customer you belong to?
a) Postpaid ( ) b) Prepaid ( )
c) If you are a postpaid customer, how long you are subscribing

hutch service?
d) If you are prepaid customer, how long you are subscribing

hutch service?
8. If you are a postpaid service user what are the privileges you retain?
a) Improve Network b) Reduce call cost
c) others
9. If you are a prepaid service user what are the privileges you retain?
a)100 msg per day b) Rs 49 paise per call rate
c) others
10. How did you come to know about the HUTCH service ?
- 98 -
a) Television ( ) b) Friends & Relatives ( )
c) Newspaper ( ) d) Magazines ( )
d) Word of Mouth ( ) e) Any Other (please specify)_____________
11. What is your opinion about network coverage ?
Postpaid
prepaid
12.What is your opinion regarding in SMS service ?
Postpaid
prepaid
13.What is your opinion about regarding in STD services ?
Postpaid
prepaid
14.What is your opinion regarding in voice quality ?
Postpaid
prepaid
- 99 -
15.What is your opinion about the charges made by HUTCH for its ?
a)Postpaid High cost Costly Normal Low Very low
Local land line

Cell to cell
Roaming charges
SMS services
Downloading
games
Downloading ring
tones
Downloading songs
News& scores
update charges
b)prepaid High cost Costly Normal Low Very low
Local land line

Cell to cell
Roaming charges
SMS services
Downloading
games
Downloading ring
tones
Downloading songs
News& scores
update charges
16.How likely are you to continued use this services from HUTCH ?
17.Please the rate your level of agreement with the following statement
17.1 I believe the HUTCH deserves my loyalty Completely
- 100 -
1 2 3 4 5 6 7 8 9 10
Postpaid
Prepaid
17.2 .Over the past year,my loyalty to company HUTCH has grown
stronger Completely

1 2 3 4 5 6 7 8 9 10
Postpaid
Prepaid
17.3. Company HUTCH values people and relationships ahead of short

term goals Completely
1 2 3 4 5 6 7 8 9 10
Postpaid
Prepaid
18. Give three reasons for storming with HUTCH service
a) Network ( ) b) roaming charges ( )

c) Daily rental ( ) d) High STD charge ( )
19. Do you like switch over to another service ?

Yes ( ) No ( )
If yes why ? ( tick)
Yes Postpaid Prepaid

1.High rate
2.Roaming
charges
3.Coverage
If No why ? (tick)
- 101 -
No Postpaid Prepaid
1.low cost
2.All India roaming
3.Coverage
4.Free SMS
5.Hutch to Hutch free cost
6.Free monthly rental
7.Full talk time facility
8.Only incoming facility
9.Others( specify)
20.What is your opinion regarding with overall satisfaction with HUTCH

mobile services
Highly satisfied Medium Dissatisfied Highly

satisfied dissatisfied
Postpaid
prepaid
21. Your valuable suggestions for giving better services

a) Reduce the cost of outgoing cost ( )
b) Reduce the rental cost ( )
c) Reduce the deposit cost ( )
d) Increase the signal strength ( )
Thanking you
- 102 -

Hutch Study Research

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ABOUT THE COMPANY

ABOUT HUTCHISON WHAMPOO LIMITED

HWL is a leading global telecommunications and

• The first to market with an international 3G video mobile network

HWL started mobile business in 1983 in our home

HWL is proud to be the first international provider of

Another of our major telecommunications subsidiary is

Hutch is the brand name of Hutchison Essar. It established

Hutchison Essar In India

Hutchison Essar is a joint venture between Hutchison

Hutchison Telecom is a part of the multinational conglomerate

Hutch established its presence in India in 1994 by acquiring

The Essar Group is one of India's largest corporate

The Group takes pride in being a high-performance

Post Paid Plan in Chennai

Half the Price

Now make calls to any Hutch phone in the country from

Talk For Less

 Send Rs200 worth local & national SMS at a monthly rental of

 Send Rs499 worth local & national SMS at a monthly rental of

 Send Local Hutch to Hutch SMS between 10pm - 10am @ 10p at a

 Make calls to any mobile number in TN for 30p/min (9pm - 9am)

All calls calculated on a 60 second pulse.

Minimum billing amount adjusted against local calls only.

ABOUT THE PRODUCTS &SERVICE

Full Value Plans Talk Talk Talk Advance

Local free mins

to local Rs 399 Rs 699 Rs 899 500

ISD (Rs/ min)

* Monthly rental of Rs.199 after 6 months

REVIEW OF THE LITERATURE

Satisfaction is a person’s feeling of pleasure or

Perception and Customer Behavior:

Perception has strategy implications for marketers, because

The lowest level at which an individual can perceive a specific

Steps for Measuring Customer Satisfaction:

Measurements of customer’s satisfaction involve developing a

1. Determining who is the customer .

2. Determining what constitute customers satisfaction

3. Designing the scale on which customer satisfaction would be

1.Determining who is the customer:

In the customer sector, the individual is generally the buyer ,

It therefore becomes necessary to determine the respondent

2. Determining what constitute customer satisfaction:

Keeping in mind that no one knows more about

The industrial market researcher has to therefore be

3. Designing the scale on which customer satisfaction would be

Here is where the aspect of qualitative survey comes

It is then possible for every individual company to

4. Measuring current levels of customer satisfaction:

Determining from the survey design is the aspect of

The industrial market researcher presented with

After these inputs are received, the ratings are super

In Chennai city there are several cellular service provider

1. To study the sources for the awareness of the respondents about

2. To study the opinion of the respondents with regard to

3. To ascertain the opinion of respondents about the fee charged by

4. To ascertain the opinion of respondents about the fee charged by

5. To study the loyalty of the respondents towards the HUTCH

6. To analysis the switchover options and reasons.

7. To study the overall satisfaction level of HUTCH cellular service

1. The study is related to communication industry.