A project report on
Customer Satisfaction study for Reliance Communication: a explorative study done by IMRB international, Bhubaneswar a project report submitted to Regional College of Management Autonomous Autonomous in partial fulllment for PGDM degree
Submitted By: Prafulla Kumar panda Regdno.–1001247099
Project guide
Faculty guide
Mrs.Unmita jena jena ( Field F ield Manager) IMRB International, Bhubaneswar
Prof. Soumendra Soumendra K Patra (OM) (OM) Asst. Professor, RCMA, Bhubaneswar
REGIONAL COLLEGE OF MANAGEMENT AUTONOMOUS BHUBANESWAR, ORISSA
1
DECLARATION
I, Prafulla Kumar Panda, pursuing MBA (Master of Business Administration) from R egional egional College of Management Management Autonom Autonomous, ous, Bhubaneswa Bhubaneswar, r, do hereby delare delare that this pro!et pro!et on " CUSTOMER tr ue wor# ST!SFCT!O" STU#$ FOR RE%!"CE COMMU"!CT!O"& underta#en by me is a true of myself and is not submitted to any other uni$ersity or published at any other time before the purpose of any degree. All data regarding !MR' !nternational is solely meant for aademi use only.
Place: Prafulla
Date: umar panda No. 1001!"0##
Regd.
ACKNOWLEDGEMENT %he suessful ompletion of the present researh wor# onduted by me has been possible IMRB) his persistent under the able and sinere guidane of Mrs.Unmita jena (Field Manager, IMRB)
super$ision and ooperation has been the soure of inspiration for me arries the sur$ey. My deepes deepestt gratit gratitude ude to him and Mr. Candan !a"a# (Field $%e&uti'e, IMRB) and Mr. Manas Ranjan Saoo (ea (eam m leader) for ma#ing my tas# easier with their profound ad$ie whih has
been of immense $alue to me. At last I than#s to all respondents, whom I inter$iewed and who has gi$en me their $aluable time and $iews regarding this topi and they has helped me to understand the issues related to this topi.
Praf Pr aful ulla la #uma #u marr and a nda a Regd. &o. ''*+
Table of content C(apter!
Page "o* $
'.' Introdution '. Ba#ground of the study '.- b!eti$es of the study '.* /ope of the study C(apter!!
.' /eondary 0iterature Re$iew . Mar#eting as a onept .- Mar#eting Researh C(apter!!!
-.' Company Profile 1 IMRB -. Introdution to the ompany -.- IMRB International -.* Clients of IMRB International -.2 Company3s 4ision 5 Mission C(apter!+
*.' Researh Methodology *. 6ata /oure *.- /ampling *.* 6ata Colletion *.2 /ampling Methodology *.7 0imitations and future researh C(apter+
6ata Analysis 5 Interpretation
2.' 6ata Analysis 5 Interpretation 2. 8indings
C(apter+!
/uggestion 5 Conlusion.
7.' /uggestion 7. Conlusion ppendi 'i.liograp(y !
/ue0tionnaire
%
CHAPTER-1
1*1 !"TRO#UCT!O"
1*2 'ac3ground of t(e Study
&
As the %itle of the pro!et suggests, C9/%M:R /A%I/8AC%I& /%96; 8R R:0IA&C: CMM9&ICA%I& 4%his pro!et is all about ustomer satisfations of reliane ommuniation. %he population of this ity growing rapidly so as the mar#et si
uently. It is India3s leading integrated teleommuniation ompany with o$er ++million business
enompasses
a
omplete
range
of
teleom
ser$ies
ustomers.
o$ering
fi=ed line telephony. It inludes broadband, national and international long distane
ur
mobile
and
ser$ies
and
data ser$ies along with an e=hausti$e range of $alue?added ser$ies and appliations. ur onstant endea$our is to ahie$e ustomer delight by enhaning the produti$ity of the enterprises and indi$iduals we ser$e. O.jecti5e of t(e 0tudy-
%he following are the ob!eti$es of the study. '. %o study the problems faed by the respondents with Reliane Post?paid ser$ie and prepaid ser$ie . %o study ustomer satisfation le$el on Reliane ser$ies. -. %o find out onsumer preferenes. *. %o analy
Significance of t(e 0tudy-
%he pro!et I hose was a study on ustomer awareness and satisfation for reliane post?paid produts. %he title is $ery muh signifiant onsidering the present global senario. %he awareness le$el is the basi re>uirement for a ompany to sell its produts in the mar#et beause if the ustomers are not aware of the produts, there would be no sale. Along with the awareness, the ompanies ha$e to #eep a regular he# on the satisfation le$el of its ustomers to retain them. %he sur$ey helps
to
find
out
the
loopholes is
the
area
of
ser$ie
being offered by the
ompany. Identifying those areas would help the ompany to minimi
%he sope of the study is limited to the post paid ser$ies offered by Reliane
Communiations.
/tudy ob!eti$e is to e=amine the $arious fators whih play their part in ustomer buying beha$iour and
the
ma!or
dissatisfation
areas
for
the
ustomers.
%he
study onsidered the urban area of Bhubaneswar ity. %he sample 9nder onsideration onsisted of the e=isting ustomers of Reliane Communiations.
RE OF STU#$-
e ha$e done researh o$er three distrits in rissa on behalf of IMRB International and we ha$e olleted rele$ant data. %hese two distrits B9BA&:/AR, C9%%AC. e also $isited two $illages in eah of the abo$e mentioned distrits. 8irst we went to B9BA&:/AR distrit then we went to C9%%AC. At last we onduted researh and ompleted the researh.
'ac3ground of t(e company @ COMP"$ PROF!%E 6*1 !ntroduction to t(e Company
:stablished in '+', IMRB International is a pioneer in mar#et researh. A member of the antar Droup, PP3s information, insight and onsulting di$ision. IMRBEs footprint e=tends aross '' ountries ? India, Pa#istan, Bangladesh, /ri 0an#a, 6ubai, /audi Arabia, :gypt, /ingapore, Malaysia, orea and 0ondon. ith o$er ' full time staff, IMRB pro$ides high >uality oneptuali
inludes onsumer mar#et researh both
>uantitati$e and >ualitati$e, industrial mar#et
researh , business to business mar#et researh, soial and rural mar#et researh, media researh, retail researh , and onsumer panels. IMRB International has been offering for o$er -2 years, both general as well as speialist researh ser$ies to lients in India and o$erseas. IMRB
International operates out of its fi$e full ser$ie
offies in Mumbai, 6elhi, ol#ata, Chennai and Bangalore and is supported by '2 other regional enters for olletion of sur$ey information. 6*2 !MR' !nternational, '
$er -- years of e=periene in researhing India. e ha$e fi$e full ser$ie offies and thirteen field offies in India. ur researh supports * of the top 2 brands in the ountry. ith one of the largest field networ#s for ustom researh, #nowledge of loal ulture, normati$e databases, speialists with industryF setor #nowledge, and an international tool#it of researh methods, IMRB International is uni>uely positioned to pro$ide inno$ati$e solutions to any mar#eting issue. Cygnus is IMRBs nowledge Management /ystem whih onnets e$ery IMRB e=euti$e and helps enhane the >uality of the thin#ing that we pro$ide to Clients. Produt and /er$ies IMRB International has eight speialist units ? ')Probe Gualitati$e Researh (PGR) )/oial and Rural Researh Institute (/RI) -)Media 5 Panel Droup *)C/MM@ Partners in Managing /ta#eholder Relationships 2)BIR6@ Researh?based Consultany for BB and %ehnology Mar#ets 7)etehnology DroupHIMRB +)IMRB Mind%eh /ystems@ /oftware de$elopment house )Abaus Researh@ 6ata Proessing ouse to the orld IMRB International, in assoiation with Mill ward Brown, offers Ad$aned %ra#ing Programmers, Brand 6ynamis and the 0in# pre?test as well as other MB ser$ies throughout this region. ith o$er ' ads pre?tested, o$er on?going ad and brand health tra#ing researh studies, o$er * brand e>uity studies, we ha$e a good understanding of how ommuniations wor#, what wor#s best and how we an best le $erage the ad$antage that our Clients brand has o$er ompetition. Probe Gualitati$e Researh is one of the pioneers of >ualitati$e res earh in India and has e=euti$es speially trained in India and o$erseas in >ualitati$e researh methods. 6rawing on learning from ethnography, psyhology and anthropology, PGR has reated a $alidated tool?#it for new produt de$elopment, brand launh, ommuniation and brand building and strengthening. As# to use PGRs Gualitati$e tool#it for ationable insights %he /tairway to /uess. %he Media Droup has probably one of the most omprehensi$e media researh ser$ies anywhere in the world whether it is Press (&R/, measuring print passion), %ele$ision (%AM People meter systems, Mapping minds and moods), Radio (ontinuous radio ratings), utdoor (signage effeti$eness), and Internet and Media Multiplier studies. e run the ountries only ousehold Purhase Panel with o$er +, households from ''* towns and + $illages pro$iding data on a monthly basis for o$er 2 produt ategories. /o if you wanted to segment by shopping and usage beha$ior, or model the sales effets of a prie hange or a promotional offer, the data, the models and the minds are a$ailable to you. %he /oial and Rural Researh Institute speiali
DroupHIMRB has o$er a deade e=periene in teleom researh, information tehnology, mass media and on$ergene. It has been publishing the Internet in India studies, whih is used by net? dri$en businesses as strategi mar#eting input sine '. %he study on I% offie produts and hardware is sponsored by MAI% and the software mar#et tra#s by &A//CM. %he Guality of Basi and Cellular ser$ie is published >uarterly by the %eleom Regulatory Authority of India (%RAI).
%o ater to its growth , espeially, loo#ing
for e=periened >uantitati$e
its growing international business , IMRB ffie mar#et
researhers at all le$els as well as
is
trainee
MBAs and postgraduates without Mar#et Researh e=periene for a areer in >uantitati$e onsumer researh. IMRB International is /outh Asia3s leading mar#et researh 10
onsultany
organi
International with o$er full time staff and o$er - offies in /outh
Asia and the Middle :ast offers full spetrum researh onsultany to leading multinational and Indian lients in India and outside India. International pro!ets aount for about a third of IMRB3s business. IMRB International is a part of PP3s Insights 5 Consultany 6i$ision 1 antar.PP, one of the world3s leading ommuniations ser$ie ompanies with billings of -7 billion, pro$ides national, multinational and global lients with ad$ertising, media in$estment management, information, insight and onsultany, publi relations and publi affairsJ branding 5 identity, healthare and speialist ommuniations. Colleti$ely, PP employs ', people in o$er offies in '7 ountries. PP ompanies inlude K%, gil$y 5 Mather, ;5R Ad$ertising, Drey orldwide, and Mindshare. antar is one of the world3s largest researh, insight and onsultany networ#s a nd brings together a di$erse group of outstanding mar#eting insight and onsulting ompanies. antar ompanies inlude@ Mill ward Brown, Researh International, Added 4alue Droup, BMRB, IMRB, BPRI, Dlendenning Management Consultants, enley Centre 0ight speed (online) Researh. %he group operates in '7 offies aross 7 mar#ets worldwide. (8or further information please $isit@ In India, IMRB International is an autonomous di$ision of industan %hompson Assoiates 0imited (%A), %A3s di$isions inlude K% (Ad$ertising), 8ortune (Ad$ertising), %hompson Connet (diret mar#eting), IPA& (Publi Relations).
6*6 Client0 of !MR' !nternational
IMRB wor#s for a large number of lients 1 multinationals and Indian ompanies. /ome of IMRB3s leading 5 regular lients are Bharti Airtel, Britannia,British Amerian %obao (BA%), Cadbury, Castrol, Ca$in#are, 6e Beers, Radio Mirhi, 8ord, 8rito 0ay, Dillette, Dla=o /mith#line, ein<,ero onda, onda, uth, ICICI Ban#, Idea Mobile, Indian Airlines, Indian il, Intel, I%C 0td et. 6*7 Company80 5i0ion and mi00ion- +!S!O" -
%o be the ageny of hoie for mar#eters aross the Middle :ast and &orth Afria region 1 by onsistently pro$iding utting?edge mar#et researh ser$ies from oneptuali
be the leading researh in India. e will le$e rage our stre ngths to e=e ute 11
ompl e= globa l?s ale pro! ets to fa ilit ate leading?edge information and ommuniation ser$ies affordable to all indi$idual onsumers and businesses in India. e will offer unparalleled $alue
to reate
ustomer delight
and enhane business
produti$ity.
e
will also generate $alue for our apabilities beyond Indian borders and enable millions of IndiaEs #nowledge wor#ers to deli$er their ser$ies globally.
M!SS!O" •
/er$ie fous
•
:mpowered :mployees
•
Inno$ati$e /er$ie
•
Cost effiieny
•
Aurate in sur$ey
•
0o$ed by more ustomers.
•
%argeted by top talent.
•
Benhmar#ed by more business.
Po0tpaid and prepaid of reliance communication-
Post-paid plans:-paid Plans Post-paid Plans
1
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Mar3eting a0 a concept
Mar3eting is the proess by whih ompanies reate ustomer interest in goods or ser$ies. It
generates the strategy that underlies sales tehni>ues, business ommuniation, and business de$elopments. It is an integrated proess through whih ompanies build strong ustomer relationship and reates $alue for their ustomers and for themsel$es
MRKET
In mar#eting, the term market refers to the group of onsumers or organiuire the produt. %he mar#et definition begins with the total population and progressi$ely narrows as shown in the following diagram.
1!
Beginning with the total population, $arious terms are used to desribe the mar#et based on the le$el of narrowing@ •
• •
Potential mar3et ? those in the total population who ha$e interest in a>uiring the produt. 5aila.le mar3et ? those in the potential mar#et who ha$e enough money to buy the produt. /ualified a5aila.le mar3et ? those in the a$ailable mar#et who legally are permitted to buy the
produt. Target mar3et ? the segment of the >ualified a$ailable mar#et that the firm has deided to ser$e •
(the served market ). Penetrated mar3et ? those in the target mar#et who ha$e purhased the produt. In the abo$e •
listing, LprodutL refers to both physial produts and ser$ies. %he siualified a$ailable mar#et an be inreased through hanges in legislation that result in fewer restritions on who an buy the produt. *P MAR:%I&D MI %he mar3eting mi is probably the most famous mar#eting term. Its elements are the basi, tatial omponents of a mar#eting plan. Also #nown as the Four P90, the mar#eting mi% elements are Prie, Plae, Produt and Promotion.
/er$iing Mar#eting will inrease the mi= to Se5en P80* T(ey are People, P(y0ical E5idence, and Proce00*
1%
&ow a new /er$ie Mar#eting Mi= has been de$eloped alled as +P ser$ie mar#eting mi= for ser$ie mar#eting. 7P MRKET!": M!;
As stated abo$e, mar#eting mi= is reated to satisfy ustomers and organi
PRO#UCT- %he term LprodutL refers to tangible, physial produts as well as ser$ies. 9nder
this heading a mar#eter needs to onsider the thing that is being sold. %his is not !ust the physial produt itself, but also anything related to how it is made, pa#aged and named. 9nder this heading the mar#eter also needs to onsider produtFser$ie options, the after?sales ser$ie, warranties, and ser$iing. ere are some e=amples of the produt deisions to be made@ • • • • • • • • •
Brand name 8untionality /tyling Guality /afety Pa#aging Repairs and /upport arranty Aessories and ser$ies
PR!CE- %his heading refers to deisions about how muh to harge for goods and ser$ies. It
may be easy for you as a manager to neglet this aspet of the mi= in fa$or of the more EglamorousE promotion and produt areas, but ultimately deisions o$er prie affet the $iability of a brand and the profitability of an organi
Priing strategy (s#im, penetration, et.) 1&
• • • • • • •
/uggested retail prie 4olume disounts and wholesale priing Cash and early payment disounts /easonal priing Bundling Prie fle=ibility Prie disrimination
P%CE@? %his heading refers to distribution. %his means all aspets related to how goods and
ser$ies are Emo$edE from the produers to the end user. %his means the oordination of retailers andFor wholesales and in the ase of produts the logistis in$ol$ed in mo$ing from fatoryFwarehouseFhead offie, to the end user. 6istribution is about getting the produts to the ustomer. /ome e=amples of distribution deisions inlude@ • • • • • • • • • •
6istribution hannels Mar#et o$erage (inlusi$e, seleti$e, or e=lusi$e distribution) /peifi hannel members In$entory management arehousing 6istribution enters rder proessing %ransportation Re$erse logistis Promotion 6eisions
PROMOT!O"- In the onte=t of the mar#eting mi=, promotion represents the $arious aspets of
mar#eting ommuniation, that is, the ommuniation of information about the produt with the goal of generating a positi$e ustomer response. Mar#eting ommuniation deisions inlude. %his heading refers to all types of ommuniation that relate to a speifi mar#eting ampaign. %his inludes ommuniation with retailers and distributors, ommuniation with purhasers and end users and also internal ommuniation with the sales fore and other employees. Promotion is an area with onsiderable I inno$ation. Mar#eters put great efforts into finding new ways to ommuniate with onsumers. • • • • • •
Ad$ertising Personal selling 5 sales fore /ales promotions Publi relations 5 publiity Publi relations 5 publiity 0imitations of the Mar#eting Mi= 8ramewor#
1"
2*< MRKET!": RESERC= -
Researh is the proess of olleting and analyuired to address these issues, designs the methods for olleting information, manages and implements the data olletion proess, analy
Amerian Mar#eting assoiation ? ffiial 6efinition of Mar#eting Researh b$iously, this is a $ery long and in$ol$ed definition of mar#eting researh "Marketing research is about researching the whole of a company's marketing process."
!bout its competitors: he ma)or competitors are !irtel, ;odafone, ata-ocomo, +<9 etc. = Telecommunication companies in "ndia Telecom #S$ •
!irtel
•
>+<9
•
(<9
•
>Reliance
•
>ataoo(o
•
>;odafone 1'
%D$! •
+<9
•
&(<9
•
&Reliance
•
&ata Indicom
'ire line •
+<9
•
& !irtel
•
&(<9
•
&Reliance
•
&ata Indico&
?ut of which the airtel,tata docomo,+snl, and ;odafone are ma)ore in Indian telecome sectore and also in ?rissa.
Some competitors of reliance !irtel:
+harti
!irtel@ formerl$ known as +harti ele-;entures 9imited 1+;9 is among IndiaAs
largest mobile phone and %i"ed
consulting 1#
for
corporate.9eading
international
telecommunication companies such as ;odafone andingel held partial stakes in +harti !irtel.In !pril 200C +harti 7lobal 9imited was awarded a telecommunications license inGerse$ in the hannel Islands b$ the local telecommunications regulator the GR!.In eptember 200C the ?ffice of tilit$ Regulation in 7uernse$ awarded 7uernse$!irtel with a mobile telecommunications license. In (a$ 200: Gerse$ !irtel and7uernse$ !irtel announced the launch of a relationship with ;odafone for islandmobile subscribers. In Gul$ 200:, +harti !irtel signed an (o with
'C telecom circles in India espite the official name being ;odafone FssarLits products are simpl$ branded. It offers both prepaid and post-paid 7( cellular phone coverage throughout India and is especiall$ strong in the ma)or metros. ;odafone Fssar provides 27 services based on &00 (4J and '600 (4J digital 7( technolog$, offering voice and data services in 'C of the countr$As 28 licence areas. )'*+,S"P:
;odafone Fssar is owned b$ ;odafone 52M, Fssar 7roup 88M, and other Indian nationals, '5M. ?n %ebruar$ '', 200:, ;odafone agreed to ac#uire the controlling interest of C:Mheld b$ 9i a hing 4oldings in 4utch-Fssar for N''.' billion, pippingReliance ommunications, 4indu)a 7roup, and Fssar 7roup, which is the owner of the remaining 88M. he whole compan$ was valued at '6.6 billion. he transaction closed on (a$ 6, 200:. P,+(")/S B,!*DS:
In ecember 200C, 4utch Fssar re-launched the O4utchO brand nationwide, consolidating its services under a single identit$. he ompan$ entered into agreement with < oo(o to launch I-mode mobile Internet service in India during 200:.he compan$ 0
used to be named 4utchison Fssar, reflecting the name of its previous owner, 4utchison. 4owever, the brand was marketed as utc. !fter getting the necessar$ government approvals with regards to the ac#uisition of a ma)orit$ b$ the ;odafone 7roup, the compan$ was rebranded as ;odafone Fssar. he marketing brand was officiall$ changed to (odafone on 20 eptember 200:.?n eptember 20, 200: 4utch becomes ;odafone in one of the biggest brand transition e"ercises in recent times. ;odafone Fssar is spending somewhere in the region of Rs 250 crores on this high- profile transition being unveiled toda$. !long with the transition, cheap cell phones have been launched in the Indian market under the ;odafone brand. here are plans to launch co-branded handsets sourced from global vendors as well. Tata-Docomo:
ata eleservices 9imited 19 is part of the ata 7roup of ompanies, an Indian onglomerate. It runs the brand name ata docomo in India in various telecom circles of India. he compan$ forms part of the ata 7roupAs presence in the elecommunication Industr$ in India, along with ata eleservices1(aharashtra 9imited 1(9 and ;<9.9 was incorporated in '&&5 and was the first compan$ to offer (! (obileservices in India, specificall$ in the state of !ndhra Pradesh. In ecember 2002, the compan$ ac#uired the erstwhile 4ughes elecom 1India9td. which was renamed ata eleservices 1(aharashtra 9imited.In eptember 200:, ata Indicom launched the alk Borld plan, an International 9ong istance Plan. ata is the direct competitor with Reliance,
both
(!
operators
in
India.
he
compan$
provides
unified
telecommunication solutions including mobile, fi"ed wireless, fi"ed line and broadband. ?ther competitors are ;odafone, !irtel, !ircel,Idea, (<9, and +<9 providing 7( based mobile telephon$.he compan$ was first in India to provide free intra network calling within cit$limits. he$ launched a uni#ue scheme providing lifetime rental free connectivit$on its mobile and fi"ed wireless for a onetime charge.ata eleservices is part of the I
Ra)asthan, Pun)ab, 4ar$ana, 4imachal Pradesh, ttar Pradesh 1F, ttar Pradesh 1B, erala, olkata, (adh$a Pradesh and Best +engal. 4aving pioneered the (! 87'" technolog$ platform in India, ataeleservices has established a robust and reliable 87 read$ telecom infrastructure that ensures #ualit$ in its services. It has partnered with (otorola, Fricsson, 9ucent and FI elecom for the deplo$ment of a reliable, technologicall$
advanced
network.he
compan$,
which
heralded
convergence
technologies in the Indian telecom sector, is toda$ the market leader in the fi"ed wireless telephon$ market with atotal customer base of over 8.6 million. ata eleservicesK bou#uet of telephon$ services includes (obile services, Bireless esktop Phones, Public +ooth elephon$ and Bireline services. ?ther services include value added services like voice portal, roaming, post-paid Internet services, 8-wa$ conferencing, group calling, Bi-%i Internet, + (odem, datacards, calling card services and enterprise services. ome of the other products launched b$ the compan$ include prepaid wirelessdesktop phones, public phone booths, new mobile handsets and new voice D dataservices such as +RFB games, ;oice Portal, picture messaging, pol$phonic ringtones, interactive applications like news, cricket, astrolog$, etc.ata Indicom redefined the e"isting prepaid mobile market in India, b$ unveiling their offering ata Indicom Q
+harat anchar
'0 M to public. +harat anchar
Research refers to search for knowledge and it also can be termed as an art of scientific investigation .Research is actuall$ a vo$age of discover$ .we all possess the vital instinct of in#uisitiveness for, when the unknown confronts us, we wonder and our in#uisitiveness makes us probe and attain full and fuller understanding of the unknown .this intuitiveness is the mother of all knowledge and the method ,which man emplo$s for obtaining the knowledge of whatever the unknown ,can be termed as research . )b4ectie of ,esearc. $
he purpose of research is to discover answers to #uestions through the application of scientific procedures. he main aim of research is to find out the truth which is hidden and which has not been discovered $et. he basic ob)ective of this stud$ i.e. customers satisfaction for Reliance communications is to know the$ dos and donts of the service provided b$ reliance communication. !ll companies are alwa$s tries to become no.' in the market, b$ anal$sing the customer need and wants, market situation and rival companies market strategies. o Reliance communication is also tr$ing to know its position in the market b$ surve$ing the market with certain #uestionnaire. Sinificance of researc.:-
ignificance research leads to in#uir$, and in#uir$ leads to invention increase amount of research make progress possible. Research includes scientific and inductive thinking and it promotes the development of logical habits of thinking and organization .
ignificance of this stud$ is, one can know how different marketing strategies adopted b$ reliance communication b$ modif$ing its product and services and b$ reverse engineering. Be can also know the customer satisfaction level of using both prepaid and post-paid of Reliance communication. he managerial significance is we can know how to use four ps i.e., product, price place, promotion in different marketing conditions. $et.odolo3:
It seems appropriate at this )uncture to e"plain the difference between research methods and research methodolog$.
Research methods ma$ be understood as all those
methods*techni#ues that are used for conduction of research ,esearc. Desin:
! research design is the arrangement of conditions for collection and anal$sis of data in a manner that aims to combine relevance to the research purpose with econom$ in procedure. !s such the design includes an outline of what the researcher will do from writing the h$pothesis and its operational implications to the final anal$sis of data. T3pes of ,esearc. Desin !
ifferent research design can be convenientl$ described if we categoriJe
them asE
' Researc. desin in case of e6plorator3 researc. studies: F"plorator$ research studies also termed as formulative research studies. he main purpose this studies is that of formulating a problem for more precise investigation or of developing the working h$pothesis from an operational point of view. he emphasis in such studies is on the discover$ of ideas and insights. ?ne can mention few e"amples of Uinsight-stimulating cases such as the reactions of strangers, the reaction of marginal individuals, and the stud$ of individuals who are in transition from one stage to another. 2 ,esearc. Desin "n %ase )f Descriptie and Dianostic ,esearc. Studies: escriptive research studies are those studies which are concerned with describing the characteristics of particular individual, or of a group, whereas diagnostic research studies determine the fre#uenc$ with which something occur or its association with something else.
his stud$ describes the phenomena under stud$.
he data collection here ma$ relate to the demographic or the behavioural variables of the respondents under stud$.
he research has got ver$ specific ob)ective, clear cut data re#uirements and uses a large sample which is drawn through a probabilit$ sampling design.
he recommendations*findings in a descriptive research are descriptive.
,esearc. Desins "n %ase of 3pot.esis-Testin Studies:
4$pothesis Stesting research studies 1generall$ known as e"perimental studies are those where the researcher tests the h$pothesis of causal relationship between variables. his fact inspired him to develop certain e"perimental designs for testing h$potheses concerning scientific investigation. oda$, the e"perimental designs are being used in research relating to phenomena of several disciplines. Samplin Desin:
! sampling design is a definite plan for obtaining a sample from a given population. It refers to the techni#ues or the procedure the researcher would accept in selecting items for the sample. ample design ma$ as well la$ down the number of items to be included in the sample. i.e. siJe of sample. ample design is determined before the data are collected. Sample si7e: %
he sample siJe refers to the number of items to be selected from the universe to constitute a sample. 4ere m$ sample siJe is '00 out of '5'C1population.his sample is selected randoml$ for prepaid customers and as the stud$ is a purposive one, sample siJe is selected b$ dividing total population into some homogeneous groups1tratified random sampling. Probabilit$ amplingE ! probabilit$ sampling method is an$ method of sampling that utiliJes some form of random selection. In order to have a random selection method, $ou must set up some process or procedure that assures that the different units in $our population have e#ual probabilities of being chosen. 4umans have long practiced various forms of random selection, such as picking a name out of a hat, or choosing the short straw. hese da$s, we tend to use computers as the mechanism for generating random numbers as the basis for random selection. In probabilit$ sampling, there are four ma)or t$pes of samplings, these are as follows '. imple random sampling . tratified random sampling
8. $stematic sampling 3. (ultistage cluster sampling Secondar3 Data:
econdar$ data is data taken b$ the researcher from secondar$ sources, internal or e"ternal. econdar$ ata is data or information that is alread$ available. his data is collected b$ a person or organiJation other than the use of the data. %or the secondar$ data I have taken the help of m$ compan$ guide as well as the web site of I(R+ as well as web site of various telecom companies. !part from this I have also taken the help of some magaJines, )ournals and from various published article. uring the course of the stud$, i have gone through the following steps,
I have )oined in training program in I(R+ International in 26th ma$ 20''. In the 'st da$ the$ gave the general briefing, the general briefing includes what is
all about the pro)ectV !nd what we are going to do and how to doV he$ gave me the topic Wcustomer satisfaction on stud$ for reliance
communication Wand gave us general idea about (arket research (arket surve$ ampling ample siJe &
(arketing chief electoral rule and right hand rule. Research m$tholog$. !fter that the$ conducted a written test and (ock call test 1the test about 4ow to
meet the customer and 4ow to convince the customer.he ob)ective of written test
is to know the level of knowledge of the trainee in research methodologies. he$ gave a briefing on #uestionnaire design and told us how to ask #uestions to
the customers and what to askV In the 'st week of m$ field work, in I(R+ i have conducted a surve$ on customer satisfaction level of with reliance 1post-paid and pre-paid and reliance 1post-paid
and pre-paid. In the process, I met and ask the customers some #uestions to fulfill m$ ob)ective. RE%!"CE
'. . -. *. 2.
Pritabash panda /an!eeb Dinodia Chiran!eeb pattanai# Bi#ram bishoi Priya priyadarshni
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'. . -. *. 2.
Bharat #u.panigrahi Biswa!it ghadia 6ebabrata Bari# %apas ran!an naya# /oumya ran!an panigrahi
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Phase?II,patia,BB/R Behera sahi,&ayapally 8irestation ,BB/r DA?-,C / Pur,BB/R /ailasree $ihar,BB/R
TT #oCoMo >prepaid)
'. Biswa!it sahoo
-'7
&ayapally,behera sahi,bbsr
. Ashirbad das
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*. aswin das
+277**
Crps>uare,bbsr
2. Pabitra hhatai
+2-'+
Da?*,spur ,bbsr
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'. Pradeep #u. sana
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&ear da$ publi shool.bbsr
. Rasmiran!an mohapatra
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Cs pur,maOtre $ihar,bbsr
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'
Chapter-
Before as#ing >uestions to the ustomers, we ha$e gi$en a show?ard to ustomer for the rating. #
/CAR6@ !tem e=ellent $ery good good fair poor
Re0pondent 2 * '
%his way we ha$e to as# the following >uestions for the prepaid ustomers '. ;ou are using whih ser$ie mobile pro$ider
!tem e=ellent $ery good good fair poor
Re0pondent '+ '' 7 -
%he abo$e table shows out of the total * respondents, '+ is from e=ellent, '' from $ery good,7 from good,- from fair and -from poor.
ere out of the total ' per ent 2.+' perent belongs to e=ellent, only Q belongs to $ery good, +Q belongs to good, Q belongs to fair and only 2Q belongs to poor.
. hat is your appro=imately monthly $ouher harge
!tem
Re0pondent
e=ellent $ery good good fair poor
'2 ' ' $0
%he abo$e table shows out of the total * respondents, '2 is from e=ellent, ' from $ery good, from good,- from fair and 'from poor.
ere the pie hart shows that, out of the total ' per ent - perent belongs to e=ellent, only -Q belongs to $ery good, Q belongs to good, +Q belongs to fair and only -Q belongs to poor. -. Are you faing any problem in networ# o$erage !tem :=ellent 4ery good Dood 8air Poor
Re0pondent '+ ' 7 * -
%he abo$e table shows out of the total * respondents, '+ is from e=ellent, ' from $ery good,7 from good,* from fair and - from poor.
ere the abo$e pie hart desribes that, out of the total ' per ent *7 perent belongs to e=ellent, only Q belongs to $ery good, +Q belongs to good, Q belongs to fair and only 2Q belongs to poor *. Are you satisfying in reharging in $ouhers $1
!tem e=ellent $ery good good fair poor
Re0pondent '* '2 * *
%he abo$e table shows out of the total * respondents, '* is from e=ellent, '- from $ery good,2 from good,* from fair and * from poor.
ere the abo$e pie hart desribes that, out of the total ' per ent * perent belongs to e=ellent, only Q belongs to $ery good, 'Q belongs to good, ''Q belongs to fair and only Q belongs to poor. 2. Are you satisfying in tal# time offer pro$ided by the ompany !tem e=ellent $ery good good fair poor
Re0pondent '' -
%he abo$e table shows out of the total * respondents, '- is from e=ellent, ' from $ery good, from good,- from fair and - from poor
$
ere the abo$e pie hart desribes that, out of the total ' per ent -+ perent belongs to e=ellent, only -'Q belongs to $ery good, 2Q belongs to good, +Q belongs to fair and only 2Q belongs to poor 7. 6id you gi$en any omplain to the ustomer are regarding the ser$ie in mobile !tem e=ellent $ery good good fair poor
Re0pondent
' + 7 -
%he abo$e table shows out of the total * respondents, ' is from e=ellent, + from $ery good, 7 from good, - from fair and - from poor.
ere the abo$e pie hart desribes that, out of the total ' per ent - perent belongs to e=ellent, only 2Q belongs to $ery good, 'Q belongs to good, 2Q belongs to fair and only 2Q belongs to poor +. hat is your $iew point3s regarding about the ompany ser$ie $$
!tem e=ellent $ery good good fair poor
Re0pondent
'+ '' 7 -
%he abo$e table shows out of the total * respondents, '+ is from e=ellent, '' from $ery good, 7 from good, - from fair and - from poor.
ere the abo$e pie hart desribes that, out of the total ' per ent - perent belongs to e=ellent, only Q belongs to $ery good, 2Q belongs to good, 2Q belongs to fair and only 2Q belongs to poor . Are you hief wage earner in your family and what is your >ualifiation !tem e=ellent $ery good good fair poor
Re0pondent ' ' 7
%he abo$e table shows out of the total * respondents, ' is from e=ellent, ' from $ery good, 7 from good, - from fair and from poor.
$!
ere the abo$e pie hart desribes that, out of the total ' per ent ** perent belongs to e=ellent, only Q belongs to $ery good, '2Q belongs to good, Q belongs to fair and only 2Q belongs to poor
#. 6o you gi$e permission to irulate your mobile number to the ompany
!tem e=ellent $ery good good fair poor
Re0pondent '2 ' * -
%he abo$e table shows out of the total * respondents, '2 is from e=ellent, ' from $ery good, from good, * from fair and - from poor.
%$ ere the abo$e pie hart desribes that, out of the total ' per ent *' perent belongs to e=ellent, only Q belongs to $ery good, '7Q belongs to good, Q belongs to fair and only 2Q belongs to poor. /ue0tionnaire for po0tpaid cu0tomer0-
%here are some ertain >uestions for the post?paid ustomers but abo$e >uestionnaire design is same for the both prepaid and post?paid ustomers. %here only two >uestions are distinguish for the post? paid ustomers. i.e. i as#ed to the Reliane post?paid ustomers partiularly. %hese are as follows '. Are you using one post?paid mobile
!tem e=ellent $ery good good fair poor
Re0pondent '7 ' 2 +
%he abo$e table shows out of the total * respondents, '7 is from e=ellent, ' from $ery good, 2 from good, + from fair and from poor.
ere the abo$e pie hart desribes that, out of the total ' per ent - perent belongs to e=ellent, only 2Q belongs to $ery good, 2Q belongs to good, +Q belongs to fair and only 2Q belongs to poor. . hat is your monthly appro=imately billing are oming $&
!tem
Re0pondent
e=ellent
'+
$ery good
''
good
+
fair
-
poor
%he abo$e table shows out of the total * respondents, '+ is from e=ellent, '' from $ery good, + from good, - from fair and from poor.
ere the abo$e pie hart desribes that, out of the total ' per ent - perent belongs to e=ellent, only 'Q belongs to $ery good, Q belongs to good, Q belongs to fair and only 2Q belongs to poor. $. Are you satisfying using the Reliane post?paid mobile
!tem e=ellent $ery good good fair poor
Re0pondent '* '' + -
%he abo$e table shows out of the total * respondents, '* is from e=ellent, '' from $ery good, + from good, from fair and - from poor
$"
ere the abo$e pie hart desribes that, out of the total ' perent * perent belongs to e=ellent, only -2Q belongs to $ery good, 'Q belongs to good, Q belongs to fair and only 2Q belongs to poor.
#ata analy0i0 and #ata interpretation8rom the abo$e data analysis and data interpretation, we ha$e got a satisfatory study on abo$e prepaid and post?paid mobile sur$ey that the ustomers are using the prepaid mobile rather than the post?paid mobile beause of the all rate, ser$ie offer another faility. % h e teledensity of the Country has inreased from 'Q in 7 to --Q in 6eember , showing a stupendous annual growth of about 2Q, one of the highest in any setor of the Indian :onomy. %he 6epartment of %eleommuniations has been able to pro$ide state of the art world?lass infrastruture at globally ompetiti$e tariffs and redue the digital di$ide by e=tending onneti$ity to the unonneted areas. India has emerged as a ma!or base for the teleom industry worldwide. %hus Indian teleom setor has ome a long way in ahie$ing its dream of pro$iding affordable and effeti$e ommuniation failities to Indian iti
%his study helped me to #now different aspets of ustomer satisfation regarding teleom ser$ie pro$ider.
%his study also helped me to #now different sheme and produt pro$ided by Reliane Communiation.
%his study helped me to #now the mar#et base of Reliane Communiation.
%hrough this study i onlude that ad$ertisement plays as a pi$otal role in mar#eting of teleom industry3s produt.
Reliane Communiation has better ad$ertisement strategy than its ompetitor.
Reliane Communiation is more popular in student irles then others. $'
