SUMMER

INTERNSHIP
2013 2014
Amity Business School, Amity
University, Lucknow Campus

Customer Level Of Satisfaction

At Vodafone Service Centre

Vodafone Essar Digilink Ltd

Project Guide(s)
1.
Vinod Kumar
2.
Alpana Srivastava
By:
Utkarsh Jaiswal
B.Com(Hons) - A
Batch 20012-15
Amity Business School, Amity
University, Lucknow Campus

Objectives

.Primary Objectives

1) My primary objective of my research is to conduct the market survey

of customer level of satisfaction at Vodafone service Centre.

2) To identify & analyze the customer satisfaction at Vodafone service

Centre.
3) To deeply identify the cause behind the failure or lack of promotion
Vodafone among its different competitors in the Telecom Market Sector.

Secondary Objectives

To successfully expand the business of Vodafone Essar Space tel

Limited, BBSR among its other competitor in the Telecom Market.

Amity Business School, Amity

University, Lucknow Campus

Research Methodology
1. Primary Data
2. Secondary Data

Amity Business School, Amity

University, Lucknow Campus

Findings
1)

In my analysis around more then 60% people says that Vodafone service is
good and rest are people says no.

2)

Vodafone provided its service to its customer when ever they need and
also where ever the need with the help of customer cares.

3)

In case of telecommunication customer are very choosy and economical.

4) In my analysis the performance of Vodafone is varying because of large problem

are arrived and the problem of people is that service center is not performing the
work upto their potential.

Amity Business School, Amity

University, Lucknow Campus

Limitations

Respondents are busy in nature in their own Business for this few
retailers as well as people were not cooperate to me to answer my
questionnaires.

Research was conducted in urban area, the result might differ when it
include of semi-urban and rural area.

The marketing strategies of Vodafone was complicated for rural people to

understand.

Inability of retailer to answer few questions which caused difficulty in

proper data analysis.

Amity Business School, Amity

University, Lucknow Campus

Conclusions
It is always difficult to measure the effectiveness of service center this is to
conclude that the research named as Customer satisfaction level at Vodafone
Service Centre will be useful for the organization this research has been done
keeping the constraints and requirements of the Vodafone with the help of this
research it in easy for Vodafone to know about the service center and customer
satisfaction level. It can help them to now what their customer wants from
them. It will help the organization to know that what more their customer want
from them. What are their weaknesses which the organization can improve in
order to service Centre in order to the services performed there. I tried my best
to make this research report in spite of that few mistakes in it and I know this
thing. So kindly ignore most of the customer are satisfied with their services
but wants to switch over a new upgraded service if given an opportunity with
additional feature and least risk.

Amity Business School, Amity

University, Lucknow Campus

Recommendations
1.

Promotional program conducted b the company should be on large scale

for the customer with improved service center.

2.

Company should increase the personal contact with the customer because
they have some problems that can be solved by the Vodafone staff only.

3.

For youngsters Vodafone should provide some free services as like Reliance
Infocomm .

4.

Vodafone should appoint few more celebrities for advertisement.

5.

The problem should be solved in service centre and it should be not be

time taking.

Amity Business School, Amity

University, Lucknow Campus

THANK YOU

Amity Business School, Amity

University, Lucknow Campus