SYNSOPSIS A Study on A CUSTOMER SATISFACTION SURVEY ON MOBILE TELEPHONE USERS Submitted in Partial Fulfilment of the Requirements of Bangalore University

for the Award of the Degree of MASTER OF BUSINESS ADMINISTRATION

BY VISWANATH HALDAL REG. NO: 09SKCMA088 Under the Guidance of Prof. Ranganathan. K

Acharya Institute of Management & Sciences 1st Cross, 1st Stage, Peenya Industrial Area Bangalore 560058 2009 2011

1. INTRODUCTION: Indian Telecom sector has gone through many phases of growth and diversification. Starting from telegraphic and telephonic systems in the 19th century, the field of telephonic communication has now expanded to make use of advanced technologies like GSM, CDMA, and WLL to the great 3G Technology in mobile phones. Day by day, mobile telecom service providers are putting in their resources and efforts to improve the telecommunication technology so as to give the maximum to their customers. According to TRAI the number active mobile subscribers on the last day of December 2010 were 592.22 million and the teledensity (telephones per 100 people) as on that date reached 66.16 percent. At the outset, the market is adding millions of subscribers every quarter and is expanding in areas like broadband, data card, mobile data, content and video broadcast. The market is crowded with many service providers of mobile telecom service and they are introducing new services constantly to satisfy their customers. Again, the products of one mobile telecom service provider is not much differentiated from the other. But still customers would like to go for a service provider of their own choice. Why a particular customer would like to go for a particular service provider in the context of the introduction of mobile telecom service portability facilities is an area of concern. This study is important as it will help us to understand the Indian Mobile Telecom Industry and what are the expectations of the customers from their service providers and also we will be able to know the marketing initiatives taken by the companies in order to obtain and retain their customers. 2. STATEMENT OF THE PROBLEM: It is difficult to understand the mindset of the customers as they have lot of expectations from their service providers. So this makes them always look for better service providers. This project is important to work upon as it helps us to understand the telecom market and what are the expectations of consumers.

3. OBJECTIVES OF THE STUDY: To identify the attributes of the customer satisfaction in the Telecom industry and to analyze the customer rating on its importance v/s performance. To understand the future market challenges for the industry. To understand the values and expectations of the customers for the companies. To identify the satisfaction factors among the customers and its competitors.

4. SCOPE OF THE STUDY: It will help us to have a good understanding of the Indian Mobile Telecom Industry. It will help us to know the satisfying factors among the Mobile users of Noida.

5. RESEARCH DESIGN: A research design is the arrangement of conditions for collection and analysis of data in a manner that aims to combine the relevance to the research purpose with economy in procedure. It is the conceptual structure within which research is conducted; it constitutes the blueprint for the collection, measurement and analysis of data Type of research used The type of research adopted will be descriptive research. The purpose of descriptive research is to describe the state of affairs, as it exists at present. Descriptive study is a fact finding investigation with adequate interpretation. It focuses on particular aspects or dimensions of the problem studied. It aims at identifying the various characteristics of problem under study. Source of data collection Primary source Questionnaire will be used to collect responds from the mobile telephone users and concerned mobile telecom officials. Secondary source Various magazines, papers, Text books and related websites can be used as secondary source. 6. SAMPLE DESIGN

Sample Technique The sampling technique used is convenience sampling. This method involves deliberate selection of particular units of the universe for constituting the sample, which represents the universe. Sampling may be defined as the selection of some part or aggregate of totality, on the basis of which judgment about the aggregate or totality is made. Sample Size

Population includes users of mobile services.. The sample size is 100.

Design of the Questionnaire Open-ended as well as Close-ended questions will be used in drafting the questionnaire. Open-ended questions will be asked using a four point scale. There will be some questions included where the respondent is required to give his perceptions or suggestions. 7. LIMITATIONS OF THE STUDY: Sample size is small because of the time constraint. Survey will be limited to a particular area. The sources of primary data may not reveal certain information. The sample size is small hence arriving at an accurate conclusion is difficult. The analysis is based on the data provided by the respondents which may be erroneous. 8. PLAN OF ANALYSIS: Quantitative method of data analysis will be used in the study. The percentage of respondent opinion in each category for each attribute will be taken to obtain meaningful information from data. Data collected will be represented and analyzed using graphs.

9. CHAPTER SCHEME:

Chapter 1-

INTRODUCTION

It includes the theoretical aspect of the study and introduction to the research topic. Chapter 2RESEARCH METHODOLOGY

Which includes Introduction part, Need for the study, Statement of the problem, Scope of the study, Hypothesis, Objective, Research design, Sample design, Source of data, Tools of analysis, Limitation of Study. Chapter 3INDUSTRY PROFILE.

This includes brief introduction about the Indian Mobile Telecom Industry. Chapter 4DATA ANALYSIS AND INTERPRETATION

It includes Analysis and interpretation of data. Analysis is carried on by preparation of Tables, Graphs, and Charts. Chapter 5FINDINGS AND SUGGESTION

This chapter gives summary of findings of the study along with the suggestions. Chapter 6CONCLUSION

This chapter gives conclusion of the study.

Prof. Ranganthan. K (Faculty Guide).

Viswanath Haldal