Project Report

(Submitted for the Degree of B.Com. Honours in Accounting &

Finance under the University of Calcutta)

Title of the Project

“IN CASE STUDY OF CONSUMER BEHAVIOUR

ON MOBILE SERVICES”

Submitted by
Name of the Candidate : SOUVIK DAS.
Registration No :
Roll No : 59
CU Roll No :
Name of the College : MAHARAJA SRISCHANDRA COLLEGE.

Supervised by

Name of the Supervisor : S.K SHAKEEL

Name of the College : MAHARAJA SRISCHANDRA COLLEGE.

Month & Year of Submission:

FEBUARY 2017

1|Page
 ACKNOWLEDGEMENT

This project report is an outstanding prospect to convey my gratefulness

to those many people whose timely help and guidance went a long way
in finishing this project work from commencement to achievement.

I would like to express my sincere thanks to…………………..(Principle

of our college) for giving me an opportunity for pursuing the project.

This project could not been completed without the able guidance and
support of Prof ………….. (Project Supervisor).

I am glad to work with all teaching and non-teaching staff. I am grateful

to.................... For helping me to get the information and an invaluable
experience.

Last but not the least I would like to thank my friends, family members
and all those people who helped me for the completion and deeper
understanding of the concept of performance appraisal.

Working on this project has proved to be an enlightening experience for

me.

Registration No :
Roll No :

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 Supervisor's Certificate

This is to certify that Mr. SOUVIK DAS a student of B.Com. Honours

in Accounting & Finance of Maharaja Sris Chandra College under the
University of Calcutta has worked under my supervision and guidance
for his Project Work and prepared a Project Report with the title
“CONSUMER BEHAVIOUR ON MOBILE SERVICES “which he is
submitting, is his genuine and original work to the best of my
knowledge.

Signature:

Name: S.K SHAKEEL

Designation:
Place:
Date:

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 Student’s Declaration

I hereby declare that the Project Work “CONSUMER BEHAVIOUR

ON MOBILE SERVICES”

Submitted by me for the partial fulfilment of the degree of B.Com.

Honours in Accounting & Finance under the University of Calcutta is
my original work and has not been submitted earlier to any other
University /Institution for the fulfilment of the requirement for any
course of study.

I also declare that no chapter of this manuscript in whole or in part has

been incorporated in this report from any earlier work done by others or
by me. However, extracts of any literature which has been used for this
report has been duly acknowledged providing details of such literature in
the references.

Signature:

Name: SOUVIK DAS

Address:

Place: Registration No :
Date: Roll No :

CU Roll No :

4|Page
5|Page
 INDEX
NAME OF THE CHAPTER SL. BODY REPORT PAGE
NO. NO.
CHAPTER 1

INTRODUCTION 1.1 Background 1-4

1.2 Literature Review 4
1.3 Objectives Of The Study 5
1.4 Research Methodology 5
1.5 Limitations Of The Study 6
1.6 Chapter Planning 6
CHAPTER 2

CONCEPTUAL FRAMEWORK 2.1 National Scenario 7-8

2.2 International Scenario 9
CHAPTER 3

PRESENTATION OF 3.1 Primary Data Collection 10-12

DATA,ANALYSIS AND FINDINGS 3.2 Secondary Data Collection 13-16
3.3 Findings 17
CHAPTER 4

CONCLUSION AND 4.1 Conclusion 18

RECOMMENDATIONS 4.2 Recommendations 18-19
CHAPTER 5

BIBLIOGRAPHY AND 5.1 Books 20

REFERENCES 5.2 Websites 20

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 TABLE NO NAME OF THE TABLE PAGE NO
Table 1 Use of service providers by the respondents 10

Table 2 Type of scheme opted by the respondents 11

Table 3 Reason of choosing various service providers 12

Table 4 Reason of choosing pre paid scheme 13

Table 5 Reason of choosing post paid scheme 14

Table 6 Problem with service provider 15

Table 7 Opinion about service charges 16

TABLE

CHART

CHART NO NAME OF THE CHART PAGE NO

Chart 1 Pie-chart showing Use of service providers by the 10
respondents
Chart 2 Bar-chart showing Type of scheme opted by the 11
respondents
Chart 3 Bar-chart showing Reason of choosing various service 12
providers
Chart 4 Column chart showing Reason of choosing pre paid 13
scheme
Chart 5 Column chart showing Reason of choosing post paid 14
scheme
Chart 6 Cone chart showing Problem with service provider 15

Chart 7 Column chart showing Opinion about service charges 16

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 CHAPTER-1
INTRODUCTION

1.1 Back Ground

The latest development of the 21 st century is Globalization, Liberalization and Privatization.
Whit the advent of the latest technology in computers, telecommunications are feasible
thoughsatellite channels to establish network with the entire world and thus the world has
shrunk into a village-cyber-village. Today, the utility of the cellular phones cannot be viewed
as a fashion or status symbol but an inevitable mode of constant touch among the mobile
population.

The cellular phone transmits the message to the other end through satellite link. The cellular
phone providers the users many facilities such as memory to store the important cellular
phone numbers, names and it also stores the messages given by senders. Highly modified
cellular phones are enabling to put a particulars face to a particular number. But this facility
is not in vogue in India.

The cellular phones are very much helpful to the business executives in their business
developments. In the late nineties, the Government of India allowed private operators in
cellular services.

A. Meaning &Definition
Communication is one of the most important aspects of life. Seventy percent of our active
hours are spent in communicating verbally, listening, reading and writing. The word
“communication” originates from the Latin word “communis” denoting “common”.

Communication is an exchange of facts, ideas and opinions emotions by two or more

persons. Communication is established even between human and non-human being if they
live together. Pets learn to communicate with their human companions.

Communication has been defined by Elliot Jacques as “the sum total of directly and
indirectly, consciously and unconsciously, transmitted feelings, attitudes and wishes.

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B. Consumer Behaviour & Buying Behaviour

Consumer behaviour relates to an individual person (micro behaviour), whereas consumption

behaviour relates to the mass or aggregate of individuals (macro behaviour).

“The study of consumer behaviour always focuses on the decision processes of the individual
consumer or consuming unit, such as the family. It includes all the efforts to describe and
explain one or more acts or choice either at a given time or over a period of time. In contrast,
the study of consumer behaviour is concerned with the description and explanations of the
behaviour aggregates of consumers or consuming units, again at a given time or over a
period of time. The subject matter of consumption behaviour parallels at the aggregate level
to that of consumer behaviour at individual level”.

The area of consumer behaviour includes activities or both ultimate and industrial
consumers. The former is the end-user of the product or service before it is consumed by the
end-user. When the behaviour of both the kinds of buyers is under reference, it is “buyer
behaviour”. When the behaviour of only users is under reference, the term “consumer
behaviour” is used to denote it.

C. Importance

The relevance and importance of understanding consumer behaviour is rooted in the modern
marketing concept in order to operational this concept, management attempts to solve some
consumption problems of consumers. However no businessman can possibly help consumer
solve their consumption problems unless he understands them and unless he makes an
attempt of comprehends the buying process and the factors influencing it.

Consumer behaviour is dynamic. Therefore it is necessary to continuously study, analyse and

understand it and monitor this understanding to the marketing management so that effective
decisions can be taken in respect of products, price, promotion and distribution. The profit
position of a product hinges on the kind of predisposition-positive/negative that a consumer
has developed towards it. It is essential to study and analyse it in order to understand why
he/she has developed such a predisposition.

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D. History of Cellular Phones

The United States had planned the introducing of cell phones in mid 1940s after Second
World War but the trial services did not begin until 1978.

The Federal Finance Commission can be partially blamed for the delay in providing cellular
services to the public.

1982, the federal commission finally authorized commercial use of cellular in USA. A year
later, Ameritech introduced the first American Commercial analogue cellular services or
Advanced mobile phone services (AMPS) in Chicago.

The cellular services in India were initially introduced in 4metros- Delhi, Mumbai, Chennai,
and Calcutta during the year 1995. Thus, the cellular services have come to the rescue a
common man and the telecommunication industry as a whole is poised for a positive growth.
“The cellular services industrywitnessed a 50 percent growth in one year with registered
revenue of about Rs.8, 300 crores.”

Phenomenon and the industry will get established with the invention of Telecommunication
Regulatory Authority of India (TRAI).

With increased facilities offered by cellular operators in the farm of transmission of data,
Short Messaging Services (SMS) the industry is picking up and is poised to net revenue of
Rs. 10,000 crores in the current fiscal year.

Cellular operators were able to grab about 75 percent of the demand for new connections as
against landlines. This shows that cellular phones are becoming increasing popular. Because
of the flexibility and mobility, the cellular phones have come to stay. With additional
provision of Multi Media Services (MMS) by the cellular service providers more people are
bound to go in cellular phones.

E. Market for Mobile Communication

Although the growth in wireless and mobile communication system has slowed down, these
technologies have still a huge market potential. Wireless technology is built in many cars,
wireless data services are available in many regions, and wireless local area networks are
used in many places.

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F. Development in Mobile Phones

BSNL has launched “Data One Broadband”. Its broadband services would comprise video
streaming video on demand, high-speed internet service, video conferencing, games and e-
learning. Proposed value added services included audio conferencing. Broadcast digital T.V,
school curriculum on 3D interactive learning more and personal website for home users.

1.2 Literature Review

 Machinnis, Deborah J, Folks, Valerie S [ “The Disciplinary Status of

Consumer Behaviour : Journal of Consumer Research”,2011]

The above summarized their study as the field of consumer behaviour today is
organizationally legitimized and socially recognized as a sub discipline of marketing. Not
only have marketing academics successfully developed a sub discipline of consumer
behaviour, but also are likely to grow this sub discipline. The marketing discipline offers
attractive opportunities because jobs are lucrative and plentiful and because research funding
is relatively abundant and non-competitive.

 Press, Melea, Arnould, Eric [“How Dose Organizational Identification

Form? A Consumer Behaviour Perspective”,2011]

The above completed their study as conduits provide opportunities for sense giving, which
features normative elements particular to an organization, and sense making, aningrative
process in which productive consumption plays key role. Three paths (epiphany, emulation
and exploration) leading from these conduits to identification are defined and explored.
Second, this article reveals dynamic consequences of identification for both customers and
employee constituents, including changes in their consumer values and behaviours extending
beyond organizational concerns. Finally, this article defends the merit of softening hard
conceptual distinctions drawn between consumers and employees.

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 1.3 Objectives of the Study
The study has the following broad objectives:

 To study the attitude of customers towards the mobile phone connection.

 To study the factors influencing consumers for selecting the mobile phone operator.
 To uncover and highlight the dissatisfied areas.
 To find out the problems faced by the consumer.
 To find out the consumer’s satisfaction regarding the service rendered by mobile
operator.
 To offer fruitful suggestions for the problem faced by the consumers.
1.4 Research Methodology
 Title of the Study
The research has undertaken entitled “A study on consumer behaviour towards mobile phone
services”.

 Area

Rahara, North 24 Pargana It has around 5000 household, of which around 2,500 are in
possession of cellular phones. As these entire 2,500 subscribers cannot be approached for
time and access, I have chosen a sample of 50 persons under the convenient sampling
method.

 Sample

The sample of the project is 30 individual’s opinion.

 Type of Study

This is a survey type of study.

 Tools of Data Collection

All the people were interviewed with the aid of questionnaire.

 Method of Analysis

The method of analysis is quantitive.

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 1.5 Limitation of the Study
The study has following limitations:

 The sample group was restricted to Rahara town only.

 The sample size is limited to only 50 respondents.
 The analysis was based on the data collected with the help of questionnaire and this
mightily has its own limitation.
 Only definite and certain feature of the cell phone connections have been taken into
consideration.

1.6 Chapter Planning

The Project Report has been completed in five chapters viz, “Introduction”, “Conceptual
Framework”, “Presentation of data analysis, findings”, “Conclusion and Recommendation”
and finally “Bibliography and References”.

 Chapter 1:This chapter deals with the introduction, literature Review, Objectives of
the study, Research Methodology, Limitation of the study and chapter planning. This
chapter summarises the theme and nature of the work done in this study.
 Chapter 2:This chapter deals with conceptual framework of the study. Here both the
national and international perspectives have been taken into consideration.
 Chapter 3: This highlights presentation of data analysis and makes a comprehensive
and evaluates discussions on the findings.
 Chapter 4:It summarises brief conclusion and recommendation.
 Chapter 5: This chapter have given guidelines to the researchers and scholars to
make research work on the untouched part of the study in the future.

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 CHAPTER 2
CONCEPTUAL FRAMEWORK
Now a day, the utility of the cellular phones cannot be viewed only s a fashion or a status
symbol but an inevitable mode of constant touch among the mobile population. The cellular
phone provides the users many facilities such as memory to store the important cellular
phone numbers, names and it also stores the messages given by senders. The area of
consumer behaviour includes activities of both ultimate and industrial consumers.
Communication and information technology are the blood streams of the business world.
Right quality communication will enable a person to do more business. Cellular phone
service is a wonderful modern gift to the world of communication. There is no accounting
for taste. No company, irrespective of their business, can satisfy their customers uniformly.

2.1 National Scenario

In India, there are many brands of services rendered to the customers. They are discussed as
below:
 BSNL:BSNL, headquartered in New Delhi, is a public listed company and is state-
owned. It offers 2G service using GSM and 3G service using UMTS. It was the first
service provider to introduce 3G services in India.

 AIRTEL:Airtel, with its head offices in both Mumbai and Berhampur, India provides
2G service using GSM and 3G service using UMTS/HSPA technology.
 AIRCEL:Aircel, headquartered in Chennai , India has absorbed Cingular Wireless ,
and offers 2G service using GSM technology and 3G service using UMTS
technology.

 VODAFONE ESSAR ( Formerly Hutchison Essar/Hutch Orange/Hutch Pink)

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  RELIANCE COMMUNICATIONS: Reliance Communication, with its head
offices in Navi Mumbai, Maharashtra provides CDMA 2G service using CDMA One
and CDMA 3G service using CDMA2000 EVDO technology. It also provides GSM
2G service & 3G GSM HSDPA Services.

 TATA DOCOMO: Tata Docomo is Joint venture Company of Tata Teleservices and
NTT Docomo.
 LOOP MOBILE INDIA: (Formerly BPO) loop Mobile India, is a mobile phone
service provider in Mumbai, Maharashtra, India.

 MTNL: MTNL, headquartered in Mumbai is a Public listed company and is state-

owned and offers 2G service using CDMA and 3G service using GSM.
 IDEA CELLULAR PHONES: Idea cellular, headquartered in Mumbai, has
absorbed Cingular wireless, and offers 2G service using GSM technology and 3G
service using UMTS technology.
 MTS INDIA:
 S TEL:
 SWADESH MOBILE:
 TATA INDICOM:

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2.2 International Scenario
In International market there are also many brands of services rendered to the subscribers.
They are discussed as below:-

 BRITISH TELECOM
 ORANGE
 MOBILE MAX
 ULTRA MOBILE
 FRENCH CONNECTION
 CLAY TELECOM
 WHITE MOBILE

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 CHAPTER-3
PRESENTATION OF DATA, ANALYSIS AND FINDINGS

3.1 Primary Data Collection:

Table 1
USE OF SERVICE PROVIDERS BY THE RESPONDENTS

NO OF USE %
NAME OF THE SERVICE
BSNL 5 10
AIRTEL 12 24
AIRCEL 7 14
VODAFONE 11 22
DOCOMO 10 20
OTHERS 5 10
TOTAL 50 100

Chart 1
PIE-CHART SHOWING USE OF SERVICE PROVIDERS BY THE RESPONDENTS

BSNL
Airtel
Aircel
Vodafone
Docomo
Others

Source: -Primary data

Analysis: - It is seen the above table, out of the total respondents of the table , 10% have
availed themselves in BSNL, 24% in airtel,14% in aircel,22%in Vodafone,20%in docomo,
where as 10% in others services. Thus, the table shows that the majority of the mobile phone
respondents have availed themselves in airtel and the minority have availed themselves in
BSNL service and others.

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 Table 2
TYPE OF SCHEME OPTED BY RESPONDENTS

SERVICE SCHEME OPTED TOTAL

PROVIDER
PRE-PAID POST-PAID NO %
BSNL 4
1 5 10%
AIRTEL 9
3 12 24%
AIRCEL 5
2 7 14%
VODAFONE 8
3 11 22%
DOCOMO 7
3 10 20%
OTHERS 3
2 5 10%
TOTAL 36(72%)
14(28%) 50 100%
Chart-2
BAR CHART SHOWINGTYPE OF SCHEME OPTED BY RESPONDENTS

OTHERS
DOCOMO
VODAFONE
AIRCEL
AIRTEL
BSNL
0 1 2 3 4 5 6 7 8 9

POST-PAID PRE-PAID

Source: - Primary Data

Analysis: - It is seen from the above table that, out of total respondents of the table, 72%
have availed themselves of service under post-paid scheme.

Thus the table shows that majority of the mobile phone respondents have availed themselves
of services under pre-paid scheme.

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 Table 3
REASON FOR CHOOSING VARIOUS SERVICE PROVIDERS

SERVICE REASONS TOTAL

PROVIDER
BETTER SMS NET SERVICE
NETWORK
BSNL 3 1 1 5
AIRTEL 6 1 5 12
AIRCEL 1 5 1 7
VODAFONE 5 2 4 11
DOCOMO 1 7 2 10
OTHERS 2 2 1 5
TOTAL 18 18 14 50
Chart 3
BAR CHART SHOWING REASON FOR CHOOSING VARIOUS SERVICE PROVIDERS

OTHERS

DOCOMO

VODAFONE
NET SERVICE
AIRCEL SMS
BETTER NETWORK
AIRTEL

BSNL

0 1 2 3 4 5 6 7 8

Source: - Primary Data

Analysis: - It is seen from the above table that for better network AIRTEL, VODAFONE
and BSNL are used. For SMS service DOCOMO and AIRCEL are used in a high rate and for
net service maximum uses AIRTEL and VODAFONE.

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3.2 Secondary Data Collection:
Table 4
REASON FOR CHOOSING PREPAID SCHEME
SERVICE REASON TOTAL
PROVIDER
COST BALANCE LESS NO BILL N0 %
CONTROL ENQUIRY USAGES BURDEN
BSNL 4 9 9 21 43 44.8
AIRTEL 2 0 0 14 16 16.7
AIRCEL 1 0 6 4 11 11.5
VODAFONE 2 1 1 8 12 12.5
DOCOMO 0 4 2 8 14 14.6
TOTAL 9(9.4%) 14(14.6%) 18(18.7%) 55(57.3%) 96 100
Chart 4
COLUMN CHART SHOWING REASON FOR CHOOSING PREPAID SCHEME

25
20
15
COST CONTROL
10 BALANCE ENQUIRY
LESS USAGES
5
NO BILL BURDEN
0

Source: - www.4dinternational.com

Analysis: - It is revealed from the above table that out of the total respondents (96) availed
prepaid scheme, 9.4% opted prepaid scheme due to cost control, 14.6% have opted it due to
balance enquiry facility, 18.7% have opted it due to less usage and the rest of 57.3% have
opted it due to no-bill burden. Thus the table shows that majority of the respondent have
opted themselves of prepaid scheme due to no-bill burden.

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 Table 5

REASON FOR CHOOSING POSTPAID SCHEME

SERVICE REASON TOTAL

PROVIDER MONTHLY CUG ROAMING CHEAP NO %
BILL PLAN FACILITY OUTGOING
BSNL 6 6 0 3 15 27.8
AIRTEL 8 0 2 3 13 24.1
AIRCEL 6 0 0 1 7 13
VODAFONE 8 0 0 1 9 16.7
DOCOMO 1 1 3 5 10 18.5
TOTAL 29(53.7%) 7(18%) 5(9.2%) 13(24.1%) 54 100
Chart 5

COLUMN CHART SHOWING REASON FOR CHOOSING POSTPAID SCHEME

8
7
6
5
4 MONTHLY BILL
3 CUG PLAN
2 ROAMING FACILITY
1 CHEAP OUTGOING
0

Source: - www.4dinternational.com

Analysis: - It is revealed from the above table that out of the total respondents (54) availed
post-paid scheme,53.7% opted post-paid scheme due to monthly bill, followed by 13% opted
it due to CUG plan,9.2% opted it due to roaming facility and the rest of 24.1% have opted it
due to cheap outgoing call.

Thus the table shows that majority of the mobile phone respondents have opted post-paid due
to monthly billing facility. Majority of the post-paid subscribes preferred BSNL because of
monthly bill, CUG plan roaming facility and cheap outgoing.

Table 6

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 PROBLEM WITH SERVICE PROVIDER

SERVICE REASON TOTAL

PROVIDER
YES NO NO. %
BSNL 28 27 55 36.6
AIRTEL 12 19 31 20.78
AIRCEL 8 10 18 12
VODAFONE 8 13 21 14
DOCOMO 20 5 25 16.7
TOTAL 76(50%) 74(49%) 150 100
Chart 6

CONE CHART SHOWING PROBLEM WITH SERVICE PROVIDER

100%
90%
80%
70%
60%
50% NO
40% YES
30%
20%
10%
0%

Source: - www.4dinternational.com

Analysis: - It is revealed from the above table that, out of the total respondents of the study,
50.7% of them report that they face problem with service provider and the rest of 49.3% of
them report that they do not face any problems with service provider.

Thus the study shows the majority of the respondents report that they face problems with
their service providers. Here is the rank line of service provider with whom the customers
face problems.

Table 7

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 OPINION ABOUT SERVICE CHARGES

SERVICE OPINION TOTAL

PROVIDER
HIGH MODERATE LOW NO %
BSNL 2 9 7 18 11.5
AIRTEL 2 14 15 31 16.7
AIRCEL 3 24 28 55 44.8
VODAFONE 0 16 5 21 12.5
DOCOMO 8 11 6 25 14.6
TOTAL 28(27.2%) 52(50.3%) 23(2.3%) 103 100
Chart 7

COLUMN CHART SHOWING OPINION ABOUT SERVICE CHARGES

30 28
24
25

20 16
14 15
15 11
9 8
10 7 6
5
5 2 2 3
0
0
BSNL AIRTEL VODAFONE DOCOMO AIRCEL

HIGH MODERATE LOW

Source: -

Analysis: - It is seen from the above table that, out of total respondents of the table, 10%
report that the service charges are high 49.9% report that they service charges are moderate
and the rest of 39.1% report that they are low. The study reveals that most of the mobile
phone respondents report that the service charges are moderate.

3.3 Findings:

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 o Majority of mobile phone respondents have availed themselves of service under
prepaid scheme.

o Majority of the respondent have opted themselves of prepaid scheme due to no-bill
burden.

o Majority of the respondents report that they face problems with their service
providers.

o Majority of the study reveals that most of the mobile phone respondents report that
the service charges are moderate.

o Majority of the post paid subscribes preferred BSNL because of monthly bill, CUG
plan roaming facility and cheap outgoing call.

o Majority of the mobile phone respondents have availed themselves in AIRTEL and
the minority have availed themselves in BSNL services and others.

CHAPTER 4

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COUCLUSION AND RECOMMENDATION

4.1 CONCLUSION:
In the competitive world of business people would expect quality products and quality
services. A company which is unable to prove quality products and quality service cannot
survive for a long period. Communication and information technology are the blood streams
of the business world. Right quality communication will enable a person to do more
business. Cellular phone service is a wonderful modern gift to the world of communication.
There is no accounting for taste. No company, irrespective of their business, can satisfy their
customers uniformly. To make a study into their “psyche” and to arrive at a correct
conclusion is rather impossible. But at the same time, any company which tries to improve
their service and increase their customers, must float some effective and efficacious methods.

This study focused on some of the prominent areas and their problems in the mobile phone
services. The researcher humbly believes that the statistical data, findings analysis and
consequently the suggestions will be useful for the relevant mobile services for their
furtherance of their business. This dissertation can be used as a pioneer study by their future
researchers in the same field.

4.2 RECOMMENDATION:
The following are the suggestions offered by the respondents to the service providers to
improve their services and to increase the number of their customers:

 Adequate network facility should be developed by the mobile phone service provider
to avoid network connectivity problem. High frequency towers to be provided to avid
link failures and better clearance.
 To avoid the billing problems, well-trained persons should be placed in the billing
section.
 The tariff rate is to be field in such a way that the low income people can also utilise
the mobile phone services.
 BSNL service provider should introduce a nominal value of recharge coupons to
facilitate buying capacity of the customers.

 In the modern competitive world of business, customer satisfaction plays an important

role in the market structure of the company. So proper training should be given to the

25 | P a g e
 employees of the mobile companies to treat their customers in a friendly in a friendly
way.
 Mobile phone service provider should try reducing the charges of SMS facility or
wind up the charges, so as to enable the customers to use this facility freely.
 Roaming facility can be provided at affordable prices and the facility can be improved
to the expectation of the customers. This attracts more numbers of customers reduce
the roaming charges.

CHAPTER 5

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BIBLIOGRAPHY AND REFERENCES
*BOOKS.........

 Guptha S.P. “Statistical Methods”, Sultanchand& sons publishers, New Delhi,

revised edition 1995.
 Kothari C.R., “An introduction to operation research”, Vikas publishing house
(p) ltd. New Delhi, 3rd revised edition 1992.
 PhillpKotler, “Marketing Management”, Prentice Hall of India private Ltd.
New Delhi, 9th edition, 1999.
 V.S. Ramasamy and S.Namakumari, “Marketing Management”, planning
implementation and control.
 J.C.Gandhi, “Marketing”- a Managerial introduction, TataMcgrew hall
publishing company Ltd. New Delhi.
 Leon G.Schiffman and Leslie LaarKanuk, “ Consumer Behaviour” , Prentice
Hall of India Private Ltd, New Delhi, 7th editon,2002.

*WEBSITES...........

 www.consumer behaviour on mobile services. In

 www.4dinternational.com
 www.mobile services.com
 www.airtelservices.in
 www.global mobileservice.com
 www.vodafoneservices.in
 www.behaviour@consumers.com
 www.tataservices.com

QUESTIONNARE

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Name:

Age:

Sex:

1) Earnings per month of the consumer:

a) Up to 10,000
b) 10,000 to 25,000
c) 25,000 to 40,000
d) More than 40,000
2) Service provider used by consumer:
a) BSNL
b) AIRTEL
c) AIRCEL
d) VODAFONE
e) DOCOMO
f) OTHERS
3) Whether uses more than one Service provider:
a) Yes
b) No
Page 21
4) Which service provider used and why?
a) BSNL Better Network SMS Net Service
b) AIRTEL Better Network SMS Net Service
c) AIRCEL Better Network SMS Net Service
d) VODAFONE Better Network SMS Net Service
e) DOCOMO Better Network SMS Net Service
5) Whether used Mobile Portability System :
a) Yes
b) No
6) Which service Provider gives most interesting offers:
a) BSNL
b) AIRTEL
c) AIRCEL
d) VODAFONE
e) DOCOMO
f) OTHERS
7) Whether used:
a) Post paid

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 b) Pre paid
8) If post paid why?
a) Monthly bill
b) CUG plan
c) Roaming facility
d) Cheap outgoing plan
e) All of these
9) If pre paid why?
a) Balance enquiry
b) Less usage
c) No bill burden
d) All of these
10) Whether satisfied with the current service:
a) Yes
b) No

11) If “NO” which service is better to move into:

a) BSNL
b) AIRTEL
c) AIRCEL
d) VODAFONE
e) DOCOMO
f) OTHERS

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