Professional Documents
Culture Documents
, PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
CHAPTER – I
INTRODUCTION
Consumer
wants or desires.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
MARKET
The term market is derived from Latin Word ‘Mercatus’, which means ‘to
trade’ that is purchasing and selling of goods. It also means merchandise truthic
place of business.
MARKETING
Marketing includes all the impacts involved in the exchange process of
transferring the possession and ownership of goods or services from the
producer to the ultimate consumer’s.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
MARKETING FORMULA
a. The foremost step is business aims at profit.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
1.4.Consumer behaviour:
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
To assess the problems faced by the cell phone users in Coimbatore city.
Day by day many new competitors enter the market with new attractive
schemes, provide additional facilities, add new features to existing ones, reduce
the charges her incoming and outgoing calls, introduce varieties of handsets,
models a healthy competition that benefits the subscribers. Hence in this
context, it is important to study the functioning of cellular phone services and
the utilization of their services by the telephones.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
1.7.Scope of study:
The present study is contained to Coimbatore and it is decided to consider
Airtel, Aircel and etc. cell phone service rendered to the customers. In
Coimbatore there are various cellular services available. Sack as Airtel, Aircel
and etc. but the cellular services has been selected to study the consumer’s
satisfaction in it is the most popular private cellular services.
1.8.Statement of problem:
In our country the growth of service marketing especially mobile phone
industry is still in its infancy stage, as compared to the industrially advanced
countries. It is for the fact that the economy of our country has been in the
developing stage. There are various mobile phones services provider’s in our
country and they are playing an essential role in fulfilling the needs of the
customers.
Now-a-days, the customers are more dynamic. Their taste, needs and
preference can the changing as per current scenario. Hence the development of
cellular industry mainly depends on the customer satisfaction. However the
following questions may arise regarding customer satisfaction.
CHAPTER II
REVIEW OF LITERATURE
A brief literature would be of immense help to the researcher in gaining
insight into selected problem. The researcher would gain good background
knowledge of the problem by reviewing certain studies. A reference to these
entire studies will be related in the contest of the shaping the present study.
Samuval, in his study found that most of the respondents consider, size,
quality, price, instrument servicing are an important factors for selecting the
handset of majority of the respondents are satisfied over the payment system,
quality of services, coverage area, and attending the complaints.
Sree Nandhini, in her study shows that 88.3% of the respondents are cell
phone helps that to deal business matter confidently and effectively. This study
shows that attitude of the respondents using cell phones was not influenced by
either education or occupation and income.
Hutchison’s managing director Asim and Ghosh 2005 says in the article,
“Telecommunication” telecommunication is such a huge sector and it is so easy
to be reduced by its different ponts, but thankfully we were”
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
CHAPTER III
RESEARCH METHODOLOGY
The Purpose of research to find out solutions to the problem, which has
not been discovered by anybody.
Those methods which are used by the researcher during the course of
studying are research problem are termed on research methods.
The research methodology, not only the research methods are but also
consider the logic behind the methods. They are in the contest of our research
studied. And explain why we are using a particular method or techniques and
we are not using others.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
Nature of data:
Collection of data:
The data were collected from the respondents through the distribution of
questionnaire.
Sample size:
Along with the usual statistical tools such as tables, percentages, bar
charts, chi-squire test we sued for analyzing the data and arriving at the
conclusion.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
Though the detailed investigation is made in the present study, uit has got the
following limitations.
1. This study is restricted only to the Coimbatore city. So, the results may
not be applicable to other areas.
3. As per the population of the study is huge, the researcher has taken only
100 sample respondents from each service providers.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
CHAPTER IV
INTRODUCTION OF INDUSTRY
4.1. EVALUATION OF CELLULAR PHONES
The FCC reconsidered its position in 1968, and stated “if the technology
to build a better mobile phone service works, we will increase the cellular phone
frequencies allocation, freeing the airwaves for more mobile phones.”
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
The FCC did not want to handout any more bandwidth and
building/splitting cells would have been expensive and add bulk to the cellular
phone network. To stimulate the growth of new cellular phone technology, the
FCC declared in 1987 that cellular phone licensees may employ alternative
cellular phone technologies in the 800 MHz band. The cellular phone industry
began to research new transmission technology as an alternative.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
Market Share of both mobile and wire line Service Providers in India
GSM Subscribers
The cumulative All India GSM subscriber base rose to 72.12 million in
April 2006 from 69.19 million in March 2006 which is a growth of 4.23% for a
month under review. Table I shows the subscribers growth rate for one month
along with market share of each provider with coverage
The total cumulative all India CDMA subscriber base rose by 0.97
million from 23.25 million in March 2006 to 24.22 million in April 2006,
representing a growth of 4.2% in the month under review. A summary picture
of the company wise performance is given in Table II.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
No of Subscribers Percentage
Company (in millions) of Market Service Areas
March 2006 April 2006 Share
Bharthi 19.57 20.68 28.7% 23
BSNL 17.16 17.59 24.4% 21
Hutch 15.36 16.06 22.3% 16
IDEA 7.37 7.64 10.6% 11
Aircel 20.61 2.83 3.9% 7
Reliance 1.90 2.01 2.8% 8
Spice 1.93 1.98 2.7% 2.
MTNL 1.94 2.02 2.8% 2
BPL 1.34 1.31 1.8% 1
Total 69.19 72.12 100%
The rural population of around 700 million is waiting for its share of
economic growth. Initially the big telephone companies focused only on urban
centers, which they felt were more profitable. However, this mindset is
gradually changing with the realization that there is equal, if not bigger money
in rural areas.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
No of Subscribers
Percentage of
Company (in millions) Service Areas
Market Share
March 2006 April 2006
Reliance 18.307 18.809 77.65% 20
TATA 4.851 5.323 21.98% 20
HFCl 0.062 0.062 0.26% 1
Shyam 0.027 0.028 0.11% 1
Total 69.19 72.12 100%
Employment
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
Government Revenues
GDP
Rural Development
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
With the dwindling revenues of the operators from the data and voice
there is a need to look at newer applications to fuel growth of the telcos.TV on
Mobile has emerged as a solid and potent answer to this consumer yearning.
South Korea, China, South Africa, Australia and Europe have seen this need
and have acted upon the same by implementing TV on Mobile.
4.6.1. Aircel:
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
Airtel comes to you from Bharti Airtel Limited, India’s largest integrated
and the first private telecom services provider with a footprint in all the 23
telecom circles. Bharti Airtel since its inception has been at the forefront of
technology and has steered the course of the telecom sector in the country with
its world class products and services. The businesses at Bharti Airtel have been
structured into three individual strategic business units (SBU’s) - Mobile
Services, Airtel Telemedia Services & Enterprise Services. The mobile business
provides mobile & fixed wireless services using GSM technology across 23
telecom circles while the Airtel Telemedia Services business offers broadband
& telephone services in 94 cities. The Enterprise services provide end-to-end
telecom solutions to corporate customers and national & international long
distance services to carriers. All these services are provided under the Airtel
brand.
4.6.3. BSNL
BSNL is the only service provider, making focused efforts and planned
initiatives to bridge the Rural-Urban Digital Divide ICT sector. Infact there is
no telecom operator in the country to beat its reach with its wide network giving
services in every nook and corner of country and operates across India except
Delhi and Mumbai. Whether it is inaccessible areas of Siachen glacier and
North-eastern region of the country. BSNL serves its customers with its wie
bouquet of telecom services. BSNL is number one operator of India in all
services in its license area. The company offers vide ranging and most
transparent tariff schemes designed to suite every customer.
BSNL cellular service, Cellone, has more than 17.8 million cellular
customers, garnering 24 percent of all mobile users as its subscribers. That
means that almost every fourth mobile user in the country has a BSNL
connection. In basic services, BSNL is miles ahead of its rivals, with 35.1
million basic phone subscribers, that is, 85 percent share of the subscriber base
and 92 percent share in revenue terms. BSNL has more than 2.5 million WLL
subscribers and 2.4 million internet customers who access internet through
various modes namely, Dial-Up, Leased Line, DIAS, Account Less Internet
(CLI). BSNL has been adjudged as the number one ISP in the country.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
4.6.4. RELIANCE
The late Dhirubhai Ambani dreamt of a digital India – an India where the
common man would have access to affordable means of information and
communication. Dhirubhai, who single-handedly built India’s largest private
sector company virtually from scratch, had stated as early as 1999:”Make the
tools of information and communication available to people at an affordable
cost. They will overcome the handicaps of illiteracy and lack of mobility”.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
4.6.7. Vodafone:
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
evolutic brand change over the next few weeks will be unveiled nationally
through a high profile campaign covering all important media.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
4.7. CONCLUSION
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
CHAPTER V
5.1. INTRODUCTION:
TABLE NO.-1
CONSUMER PREFERENCE TOWARDS CELL PHONE
SERVICE PROVIDERS
NAME OF THE
PERCENTAGE
CELL PHONE NUMBER OF
S.NO OF
SERVICE RESPONDENTS
RESPONDENTS
PROVIDER
1 AIRCEL 23 22.12
2 AIRTEL 53 50.96
3 BSNL 4 3.85
4 RELIANCE 8 7.69
5 TATA INDICOM 3 2.88
6 VODAFONE 12 11.54
7 OTHERS 0 0
TOTAL 104 100
INFERENCE:
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 2
Consumer’s preference towards cell phone service providers on the basis of age group
INFERENCE:
Among respondents upto 20 years of age group, majority of them (i.e. 60%) are using airtel folllowed by aircel
users(20%).
Consumers in the age group of 21 – 30 years 51% of respondents are mostly prefer airtel (ie 51%) and 18% of
the respondents are using Aircel.
80% of customers are using Aircel, who are in the age group of 31 – 40 years.
41 and above – 40% of the respondents are using Airtel and 30% of respondents are using Reliance.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 3
PERCENTAGE
MARITAL NUMBER OF
S.NO OF
STATUS RESPONDENTS
RESPONDENTS
1 MARRIED 30 28.85
2 UNMARRIED 74 71.15
INFERENCE:
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 4
PERCENTAGE
EDUCATIONAL NUMBER OF
S.NO OF
QUALIFICATION RESPONDENTS
RESPONDENTS
1 UP TO HSC 32 30.77
2 GRADUATION 65 62.50
3 PROFESSIONAL 7 6.73
4 OTHERS 0 0.00
INFERENCE:
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 5
PERCENTAGE
NUMBER OF
S.NO OCCUPATION OF
RESPONDENTS
RESPONDENTS
1 BUSINESS 16 15.38
2 PROFESSIONAL 2 1.92
3 EMPLOYEE 33 31.73
5 STUDENT 44 42.31
6 OTHERS 1 0.96
INFERENCE:
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 6
PERCENTAGE
FAMILY NUMBER OF
S.NO OF
INCOME RESPONDENTS
RESPONDENTS
LESS THAN
1 32 30.77
Rs.5,000
Rs.5,001 TO
2 48 46.15
10,000
Rs.10,001 TO
3 12 11.54
15,000
4 ABOVE 15,000 12 11.54
INFERENCE:
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 7
PERCENTAGE
INFLUENCING NUMBER OF
S.NO OF
FACTOR RESPONDENTS
RESPONDENTS
FAMILY
1 42 40.38
MEMBER
2 NEIGHBORS 2 1.92
3 RELATIONS 5 4.81
4 FRIENDS 39 37.50
5 ADVERTISEMENT 4 3.85
6 DEALERS 6 5.77
7 OTHERS 6 5.77
TOTAL 104 100
INFERENCE:
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 8
PERCENTAGE
NUMBER OF
S.NO PURPOSE OF
RESPONDENTS
RESPONDENTS
FOR
1 15 14.42
BUSINESS
FOR
2 89 85.58
PERSONAL
TOTAL 104 100
INFERENCE:
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO. : 9
Consumer’s preference towards cell phone service provider on the basis of scheme
7. Others 0 0 0 0 0 0
Total 86 18 104 100
INFERENCE: In prepaid, majority of the respondents are using Airtel (43.26%), 21.15% of the respondents using
Aircel, 1% of the respondents are only using Tata indicom. In post paid, majority of the respondents 7.70% are using Airtel,
and 0.97% of respondents are using Reliance and Aircel.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 10
PERCENTAGE
NUMBER OF
S.NO USAGE OF
RESPONDENTS
RESPONDENTS
1 INCOMING 18 17.31
2 OUTGOING 2 1.92
3 BOTH 78 75.00
4 SMS 6 5.77
INFERENCE:
75% of the respondents are using cell phones for incoming and
outgoing, but 5.77% of respondents are only using cell phones for SMS.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 11
TABLE SHOWING THE NUMBER OF RESPONDENTS ON THE BASIS OF AWARENESS OF VARIOUS SERVICES
PROVIDED BY THE SERVICE PROVIDERS
VARIOUS
S.NO
SERVICES PERCENTAGE PERCENTAGE PERCENTAGE PERCENTAGE
NO. OF NO. OF NO. OF NO. OF
OF OF OF OF
RESPONDENTS RESPONDENTS RESPONDENTS RESPONDENTS
RESPONDENTS RESPONDENTS RESPONDENTS RESPONDENTS
SCHEME OF
1 INITIAL 63 60.58 35 33.65 6 5.77 104 100
PURCHASE
BALANCE
2 OF TALK 67 64.42 26 25.00 11 10.58 104 100
CHARGES
PERIODICAL
3
OFFERS 60 57.69 28 26.92 16 15.38 104 100
CALL
WAITING
4 AND CALL 61 58.65 25 24.04 18 17.31 104 100
DIVERTING
OPTION
MODES OF
5
PAYMENT 64 61.54 19 18.27 21 20.19 104 100
INFERENCE:
64% of respondents are awared about their talk charges, 57% of respondents are only awared about various period offers.
33% of respondents are less aware about their schemes and 18% of respondents are also less aware about their modes of
payments. 20% of respondents are unawared about their modes of payment and 5.7% of respondents only unawared about their
schemes.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 12
INFLUENCING FACTORS TO PURCHASE THE CELL PHONE
(ANOTHER VIEW)
PERCENTAGE
NUMBER OF
OF
S.NO FACTORS RESPONDENT
RESPONDENT
S
S
1 DEPOSIT AMOUNT 13 12.50
2 BRAND IMAGE 48 46.15
3 AVAILABILITY 11 10.58
CREDIT FACILITY FOR
4 8 7.69
CONNECTION
CUSTOMER CARE
5 17 16.35
SERVICE
6 SERVICE CHARGES 7 6.73
TOTAL 104 100
INFERENCE:
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 13
CONSUMER’S SATISFACTION LEVEL ON THE BASIS OF PRICE OF THE CELL PHONE PROVIDERS
69% of the resondnets are highly satisfied for the price of Airtel service provider and 15 % of respondents are only highly
satisfied for the price of Aircel and Vodafone. 50% of the respondents are satisfied (average) for the price of the Airtel, and 4%
of the respondents are satisfied (average) for the price of BSNL and Tata indicom. 50% of respondents are dissatisfied for the
price of the Aircel, and no percentage of respondents for the price of Airtel and Tata indicom.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 14
CONSUMER’S SATISFACTION LEVEL ON THE BASIS OF PERFORMANCE OF SERVICE PROVIDER
63% of respondents are highly satisfied for the performance of Airtel service Provider, and 3.33% of respondents are only
highly satisfied for the performance of Tata indicom. 51.66% of respondents are satisfied (average) for the performance of
Airtel service provider and 1.67 % of respondents only satisfied (average) for the Tata indicom service. No% of respondents are
dissatisfied in BSNL service.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 15
CONSUMER’S SATISFACTION LEVEL ON THE BASIS OF AFTER SALES SERVICE OF THE SERVICE PROVIDER
23 22.12
AIRCEL 6 14.28 14 31.11 3 17.65
53 50.96
AIRTEL 26 61.90 20 44.44 7 41.18
4 3.85
BSNL 1 2.38 2 4.44 1 5.88
8 7.69
RELIANCE 0 0.00 7 15.55 1 5.88
3 2.88
TATA INDICOM 1 2.38 0 0.00 2 11.76
13 12.50
VODAFONE 8 19.04 2 4.44 3 17.65
0 0
OTHERS 0 0 0 0.00 0 0.00
TOTAL 42 100 45 100 17 100 104 100
INFERENCE:
Majority of the respondents (61.90%) are highly satisfied about after sales service and Airtel and no% of respondents
are highly satisfied about the after sales service of Reliance. 44.44% and 31.11% of respondents are satisfied (average)
about after sales service of Airtel and Aircel. 41% of respondents are dissatisfied about after sales service of Airtel
and 5.8% of respondents are only dissatisfied about the after sales service of BSNL and Reliance.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 16
CONSUMER’S SATISFACTION LEVEL ON THE BASIS OF SCHEMES AT THE TIME OF PURCHASING THE PARTICULAR CELL PHONE SERVICE
PROVIDER
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
91
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 17
CONSUMER’S SATISFACTION LEVEL THE BASIS OF PERIODICAL OFFERS PROVIDED BY THE SERVICE PROVIDERS
On the basis of periodical offers 50% of Airtel respondents are highly satisfied, and no percentage of respondents are
highly satisfied in Tata indicom. 55% of the respondents are satisfied (average) of the Airtel’s periodical offers. 45% of the
respondents are dissatisfied of the Airtel’s periodical offers and 3% of respondents are only dissatisfied about the BSNL’s
periodical offers.
92
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 18
CONSUMER’S SATISFACTION LEVEL ON THE BASIS OF OUTGOING CALL CHARGES OF SERVICE PROVIDERS
NAME OF TOTAL
HIGHLY SATISFACTORY SATISFACTORY NON-SATISFACTORY
THE CELL
S.N PHONE PERCENTAG PERCENTAG PERCENTAG PERCENTAGE
O NO. OF NO. OF NO. OF NO. OF
SERVICE E OF E OF E OF OF
RESPONDENT RESPONDENT RESPONDENT RESPONDENT
PROVIDE RESPONDENT RESPONDENT RESPONDENT RESPONDENT
S S S S
R S S S S
25.81 9 20.00 6 21.43 23 22.12
1 AIRCEL 8
48.39 27 60.00 11 39.29 53 50.96
2 AIRTEL 15
3.23 1 2.22 2 7.14 4 3.85
3 BSNL 1
6.45 2 4.44 4 14.29 8 7.69
4 RELIANCE 2
TATA 0.00 1 2.22 2 7.14 3 2.88
5 INDICOM 0
VODAFON 16.12 5 11.11 3 10.71 13 12.50
6 E 5
0.00 0 0.00 0 0.00 0 0
7 OTHERS 0
TOTAL 31 100 45 100 28 100 104 100
INFERENCE:
On the basis of outging call charges, 48% of Airtel respondents are highly satisfied and no% of respondents are
satisfied for the outgoing call charges and Tata indicom. 60% of respondents are satisfied (average) about the
outgoing call charges of airtel and 2% of respondents only satisfied (average) in BSNL and Tata indicom’s outgoing
call charges. 39.2% of respondents are dissatisfied about the outgoing call charges of Airtel, 7% of the
respondents are only dissatisfied about the outgoing call charges of BSNL and Tata indicom.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
TABLE NO: 18
PERCENTAGE
NUMBER OF
S.NO NATURE OF
RESPONDENTS
RESPONDENTS
1 NECESSITY 67 64.42
2 STATUS 16 15.38
3 LUXURY 9 8.65
4 COMPULSION 12 11.54
TOTAL
104 100
INFERENCE:
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
LEVEL OF NO. OF
SATISFACTION RESPONDENTS
HIGH SATISFACTION 33
MEDIUM SATISFACTION 50
LOW SATISFACTION 17
TOTAL 100
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
CHI-SQUARE TEST
Chi-square test is one of the simplest and most widely used non-
parametric tests in statistical work. This test was first used by Karl
Pearson in the year 1900. The quantity describes the magnitude of the
discrepancy between theory and observation.
Were,
For all the chi-square test the table value has taken @ 5% level
of significance.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
LEVEL OF SATISFACTION
AGE TOTAL
HIGH MODERATE LOW
UPTO 20 2 22 1 25
21 - 30 15 36 13 64
31 - 40 0 5 0 5
ABOVE 40 1 6 3 10
TOTAL 18 69 17 104
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
X2 = ∑ (O-E)2 / E = 11.07
(3) (2)
= 6
Conclusion:
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
LEVEL OF SATISFACTION
GENDER TOTAL
HIGH MODERATE LOW
MALE 11 42 13 66
FEMALE 7 27 4 38
TOTAL 18 69 17 104
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
X2 = ∑ (O-E)2 / E = 1.59
(1) (2)
= 2
Conclusion:
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
MARRIED 7 17 6 30
UNMARRIED 11 52 11 74
TOTAL 18 69 17 104
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
X2 = ∑ (O-E)2 / E = 1.91
(1) (2)
= 2
Conclusion:
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
79
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
X2 = ∑ (O-E)2 / E = 8.09
(3) (2)
= 6
Conclusion:
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
X2 = ∑ (O-E)2 / E = 3.82
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
(5) (2)
= 10
Conclusion:
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
LEVEL OF SATISFACTION
MONTHLY INCOME TOTAL
HIGH MODERATE LOW
LESS THAN Rs.5000 4 27 1 32
Rs.5001 TO 10000 12 27 9 48
Rs.10001 TO 15000 1 10 1 12
ABOVE 15000 1 5 6 12
TOTAL 18 69 17 104
X2 = ∑ (O-E)2 / E = 11.21
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
(3) (2)
= 6
Conclusion:
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
85
A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
(6) (2)
= 12
Conclusion:
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
LEVEL OF SATISFACTION
PURPOSE TOTAL
HIGH MODERATE LOW
3 7 5 15
BUSINESS
15 62 12 89
PERSONAL
18 69 17 104
TOTAL
TOTAL 4.19
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
X2 = ∑ (O-E)2 / E = 4.19
(1) (2)
= 2
Conclusion:
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
LEVEL OF SATISFACTION
TYPE OF
TOTAL
CONNECTION HIGH MODERATE LOW
POST PAID 4 14 8 26
PREPAID 14 55 9 78
TOTAL 18 69 17 104
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
X2 = ∑ (O-E)2 / E = 5.26
(1) (2)
= 2
Conclusion:
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
CHAPTER VI
FINDINGS, SUGGESTIONS AND CONCLUSION
INTRODUCTION:
This chapter is allocated to express the findings and
conclusions in this study. Statistical tools are applied to analyze the
data. It includes the result of each and every tables, charts and tests.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
→ Less than 20% of the peoples are only less awarred about
services provided by the services provider.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
→ Minority (5%) people are only dissatisfied about the after sales
services of BSNL and Reliance.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
SUGGESTIONS:
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
æAll the service providers are try to increase post paid users.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
CONCLUSION:
This decade, most of the peoples using cell phones. So, service
providers are increasing in more level. So service provider are
should over come another one’s competition. So, it leads to adding
new features, schemes, periodical offers to their service. So, the
consumers get maximum benefit from their service provider.
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
BIBLIOGRAPHY
BOOKS:
S.Namakumari
INTERNET SOURCE:
www.mrvfonv.com
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
QUESTIONNAIRE
1. Name :
5. Educational Qualification
6. Occupation :
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
provider ?
f. Dealers g. Others
a. Period b. Postpaid
12. If you have postpaid / prepaid connection mention scheme Name &
______________________________________________________
13. Are you used Cell Phone (Service Provider) mainly for
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
connection ?
a. Scheme
c. Periodical offers
Diverting option
e. Modes of payment
to land lines
d. Cost of scheme
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
16. What factor influenced you to decide your Cell Phones service ?
a. Deposit amount
b. Brand Image
c. Availability
f. Service charges
Highly Non-
Satisfactory
Satisfacotry Satisfacotry
a. Price
b. Performance
c. Capacity
d. After sales service
e. Easy Process
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A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION SUKUMAR M.Com., M.Phil., PGDCA
TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES COIMBATORE, TAMILNADU, INDIA
f. Schemes
g. Various Facilities
h. Periodical Offers
i. Modes of Payment
j. Out going call
Charges
a. Yes b. No
d. Compulsion
102