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A Research Report
On
“Study on Consumer Satisfaction about various service
provider in Telecom Industry”
By
“POOJA GUPTA”
“2100520700027”

Under the guidance of

“Dr. Raji”
Assistant Professor

In partial fulfilment of the requirement for the award of the

Degree of Master of Business Administration

Submitted at

DEPARTMENT OF BUSINESS ADMINISTRATION

INSTITITUTE OF ENGINEERING AND TECHNOLOGY
JANKIPURAM LUCKNOW, UP-226021
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Department of Business Administration

Institute of Engineering & Technology Lucknow

STUDENT DECLARATION

I undersigned, hereby declare that the Research Report titled “Study on Consumer

Satisfaction about various service provider in Telecom Industry” submitted in

partial fulfilment for the award of Degree of Master of Business Administration

is a bonafide record of work done by me under the guidance of “Dr. Raji”

Assistant Professor . This report has not previously formed the basis for the award

of any degree, diploma, or similar title of any University.

Place: LUCKNOW Signature of the Student

Date: POOJA GUPTA

2100520700027
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Department of Business Administration

Institute of Engineering & Technology Lucknow

CERTIFICATE FROM INSTITUTION

This is to certify that Pooja Gupta, fourth semester student of Master of Business
Administration, Institute of Engineering & Technology, Sitapur Road, Lucknow
has completed the Research Report entitled Study on Consumer Satisfaction
about various service provider in Telecom Industry in partial fulfilment of the
requirements for the award of the Degree of Master of Business Administration.

Date : Dr. Durgawati Kushwaha

Place: Lucknow Assistant Professor and Co-convener
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Department of Business Administration

Institute of Engineering & Technology Lucknow

CERTIFICATE FROM FACULTY GUIDE

This is to certify that Pooja Gupta, fourth semester student of Master of Business
Administration, Institute of Engineering & Technology, Sitapur Road, Lucknow
has completed the research report entitled study on Consumer Satisfaction about
various service provider in Telecom Industry towards partial fulfilment of the
requirement for the award of the Degree of Master of Business Administration
under my supervision.

Date: Signature of the Faculty Guide

Place: Lucknow Dr. Raji
Assistant Professor MBA Department
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PREFACE

The core of this research will focus on to understand the consumer satisfaction

on Telecom Service Providers. It is important to analyse the impact of providing

quality of service, network coverage, quality of SMS, mobile internet customer

service. It ensures that mobile users receive the greatest benefits from the telecom

services as part they spending on learning environments. Hence, it is important

to analyse customer satisfaction of telecom industry.

It is important to note that this study has its limitations. The findings and

recommendations provided are based on the available information and analysis

up to the present date. The dynamic nature of the telecom industry and market

conditions may require constant monitoring and adjustments to marketing

strategies.

I have tried my best to make this report reader friendly and to fulfill my objective

of study.
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ACKNOWLEDGMENT

I am heartily thankful to the Institute of engineering and technology for providing

me all the facilities and infrastructure to take my work to the final stage. I express

my respect to Dr. Vineet Kansal, Director, Institute of Engineering and

Technology for his constant encouragement and invaluable advice in every aspect

of my academic life. And also, I express my gratitude towards my coordinator

Dr. Virendra Pathak Institute of Engineering and Technology, Lucknow.

I would like to express my deep sense of respect and gratitude towards my advisor

and guide Dr. Raji, Assistant Professor, Department of Business Administration,

IET Lucknow who has given me an opportunity to work under her. She has been

a constant source of inspiration throughout my work. Her invaluable knowledge

and innovative ideas helped me to take the work to the final stage. Last but not

the least I am extremely thankful to all who have directly or indirectly helped me

for the completion of research report.

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TABLE OF CONTENTS

Chapter Topic Page No.

1. 1.1Introduction 9-10

1.2 Industry Overview 11-21

2. Literature Review 23-25

3. Research Methodology 27-28

3.1 Problem Statement 29

3.2 Objective (s) of study 30

3.3 Significance of study 31

4. Data analysis and Findings 33-42

5. 5.1 Findings 44

5.2 Limitations 45

5.3 Recommendation 46

6. Conclusion 48

References 49

Questionnaire 50-53
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CHAPTER- I
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Introduction

The telecommunication industry is one of the thriving service businesses of the

today’s complex and dynamic environment. With the importance of information

in the everyday activities, this industry is also expanding instantaneously. With

this instantaneous change, the mobile service providers are able to provide the

customers with new advanced features and updated technology at reasonable

prices with a view to attract new and retain existing customer for long term

sustainable growth. As in other business domain, MSPs also consider their

customer to be the most important asset. The ever growing needs of customers

have compelled the companies to go for the search of potential improvements that

can be undertaken and focus on the concept of customer preference and

satisfaction, since this is the key to maintain stability in the industry in terms of

market share.

The telecommunication system has been a fastest growing medium of

communication rejuvenating global interface interactions. Today’s development

of communication technology overlooks the global perimeter and turned the

world as “global village”. This reform of the communication technology

transformed the old-fashioned voice telecom network into an expanded and

enriched information infrastructure, which is capable of communicating all types

of information. The nature of the competition today in the global

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telecommunications industry seems to be prime market activities that aim at

attainment of competitive advantages through permutations and combinations of

multiple service variables without confining it in particular geographical regions.

The achievement of telecommunication industry relies on prudent efforts and

practicable investments. In a competitive market, mobile service providers are

expected to strive on both price and quality of services and also to meet the

dynamicity of consumers’ requirements and expectations in price and service

quality. Since, tele-communication sector is experiencing exceptional change

with the liberalization and privatization of the sector, which in result widens a

fierce competition . The system has opened an ocean of opportunities for the

potential consumers to enjoy versatile choices among the service providers.

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Industry Overview

India is the second-largest telecommunication industry in the world. A demand

for telecommunications with a customer base of 1.17 billion and has experienced

solid growth over the past decade, Half and half. India's mobile economy is

increasingly growing. And would positively contribute to India's GDP according

to A report by the GSM Group. Over the last few years, exponential growth has

been mainly driven by Affordable tariffs, broader availability, smartphone roll-

out Portability of numbers, expansion of 3G,4G and 5G coverage, evolving trends

of subscriber use and a Regulatory climate conducive. The telecommunications

Industry within the sector of information and communication technology is made

up of all telecommunication companies and internet service providers and plays

the crucial role in the evolution of mobile communications and information

society. It continues to be at the epicentre for growth, innovation and disruption

for virtually any industry. Telecom industry is one of the fastest growing

industries in the world and has immense capacity to serve people directly or

indirectly. Insights Research has projected that telecommunications services

revenue worldwide has grown from $2.2 trillion in 2015 to $2.4 trillion in 2019.

India's Telecom sector has seen a revolutionary transformation since Reliance

Jio Infocomm launched its own 4G VoLTE services in September 2016. Not only

it disrupted India's telecom market but triggered a catastrophe price war and
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induced the rapid evolution of the industry. Its low-cost plans and smartphones

have caused havoc leading to a major consolidation in India's telecoms market.

India only had 1.6 million subscribers in 2015, while South Korea, Japan, and

China had 42 million, 82 million, and 415 million LTE subscribers respectively.

But after a year that number had shot up to 72 million subscribers in India

reflecting Jio’s launch.

At present, India has 1.17 billion subscribers and has registered strong growth. It

makes India a 2nd largest market in telecommunication. Because of strong

government support to the sector, it grows rapidly. The government has made

easier to access telecom equipment and has made proactive regulations. It leads

to provide lower prices to the consumers.

The relaxation in FDI attracts foreign investors and thus it makes the

fastest growing sector. It is one of the top five employment providing

sector in India. It is expected to generate 40 lac jobs in next five years.

Reasons behind the employment opportunities are government efforts,

penetration in rural areas, and rise in use Smartphone to access internet.

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Market size of the Telecom Industry in India.

India is the world’s second-largest telecommunications market. The total

subscriber base, wireless subscriptions as well as wired broadband subscriptions

have grown consistently Tele-density stood at 84.56%, as of December 2022,

total broadband subscriptions grew to 832.2 million until December 2022 and the

total subscriber base stood at 1170.38 million in December 2022.

Gross revenue of the telecom sector stood at Rs. 76,408 crore (US$ 9.3 billion)

in the first quarter of FY23.

The total wireless data usage in India grew at a rate of 6.65% from 37,626 PB in

September 2021 to 40,126 PB in September 2022. The contribution of 2G, 3G

and 4G data usage to the total volume of wireless data usage was at 0.16%, 1.02%

and 98.81%.

The total number of internet subscribers reached 850.95 million in June-

September 2022. The wireless segment accounted for 95.4% of the total

telephone subscriptions In June 2022.

Over the next five years, rise in mobile-phone penetration and decline in data

costs will add 500 million new internet users in India, creating opportunities for

new businesses.

By 2025, India will need ~22 million skilled workers in 5G-centric technologies

such as Internet of Things (IoT), Artificial Intelligence (AI), robotics and cloud
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computing.

Government Initiatives

The Government has fast-tracked reforms in the telecom sector and continues to

be proactive in providing room for growth for telecom companies. Some of the

key initiatives taken by the Government are as follows:

• In Union Budget 2023-24, the Department of Telecommunications was

allocated Rs. 97,579.05 crore (US$ 11.92 billion). Of this, US$ 48.88 million

(Rs. 400 crore) is for Research and Development, US$ 611.1 million (Rs.

5,000 crore) is for Bharatnet.

• RailTel, a mini-Ratna PSU launched Prime Minister Wi-Fi Access Network

Interface (PM-WANI) to access its Public Wi-Fi services across 100 railway

stations having 2,384 Wi-Fi hotspots in 22 states.

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• Universal Service Obligation Fund (USOF) officially launched Telecom

Technology Development Fund (TTDF) Scheme on October 01st, 2022.

• The government plans to update extant regulatory framework with the Indian

Telecommunication Bill, 2022.

• Up to July 2022, 5,84,747 km length of Open Fiber Control (OFC) is laid

connecting 1, 87,245 Gram Panchayats. In 1,81,888 Gram Panchayats the

service is ready on fiber and satellite.

• Prime Minister Mr. Narendra Modi launched 5G services on October 1, 2022.

• On December 2022, 42 companies have committed an investment US$ 502.95

million (Rs. 4,115 crore) comprising 28 MSMEs and 14 Non-MSMEs (eight

domestic and seven global companies) have been approved under the

Production-linked Incentive (PLI) Scheme

• Dedicated government schemes BharatNet Project Scheme, Telecom

Development Plan, Aspirational District Scheme, initiatives in North-Eastern

Region through Comprehensive Telecom Development Plan (CTDP), etc.

resulted in a 200% increase in rural internet subscriptions between 2015 to

2021.

• To drive the development of 6G technology, the Department of

Telecommunications (DoT) has developed a sixth generation (6G) innovation

group.
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• In October 2021, Telecom Secretary Mr. K. Rajaraman inaugurated the

Quantum Communication Lab at the Centre for Development of Telematics

(C-DOT), Delhi, and unveiled the indigenously developed Quantum Key

Distribution (QKD) solution by C-DOT. QKD can support a distance of >100

kms on standard optical fibre.

• In August 2021, the Department of Telecommunications (DoT) initiated

discussions with banks to address financial stress in the telecom sector,

particularly Vodafone Idea Ltd. (VIL) that urgently requires fund infusion to

stay afloat.

• FDI cap in the telecom sector has been increased to 100% from 74%; out of

100%. In October 2021, the government notified 100% foreign direct

investment (FDI) via the automatic route from previous 49% in the

telecommunications sector. FDI of up to 100% is permitted for infrastructure

providers offering dark fibre, electronic mail and voice mail.

• Following are the achievements of the Government in the past four years:

• Department of Telecommunication launched ‘Tarang Sanchar’ - a web portal

sharing information on mobile towers and EMF Emission Compliances.

• Payments on unified payments interface (UPI) hit an all-time high of 3.65

billion (by volume), with transactions worth ~Rs. 6.54 trillion (US$ 87.11

billion) in September 2021.

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• Over 75% increase in internet coverage from 251 million users to 446 million.

Latest technology trends in telecom Industry.

1. 5G network – The network of Today and Tomorrow

Connections to 5G networks worldwide are on track to reach 1.34 billion in 2022

according to predictions from a CCS Insight report. Telecoms are already using

5G applications and IoT devices to target industry verticals. The Healthcare

sector is using telemedicine as a cost-effective and timely means of delivering

diagnoses and treatments to the medical staff and patients. Connected cars are

improvising the means of transportation and traffic infrastructure treatment. The

education sector is using e-learning as the world settles for the new normal due

to the Covid-19 situation.

Telecoms are expanding into all sorts of sectors by automating online customers.

Its practical applications extend to industries such as transportation, medicine,

agriculture, public services, etc. 5G network, with its whole set of technologies,

is coming together to make this telecommunication bigger and better.

2. WiFi 6

WiFi 6 can be defined as a WiFi network with an extended range that delivers

better network performance, connects more devices, and provides faster

communications. With additional technologies, it can increase network capacity,

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reduce latency and provide multiple opportunities for increasing savings and

revenues.

Telecom operators can leverage WiFi 6 for developing new ways to optimize

traffic across access networks. While benefiting fields of entertainment,

telemedicine, remote employment, and education, it will also help regions where

reaching fiber is prohibitively expensive.

3. Artificial Intelligence

Telecommunication businesses stand to benefit greatly from developments in

artificial intelligence. They are already using AI technology such as virtual

assistants, chatbots, and AI tools to personalize user experience and improve

customer satisfaction. It has an unmatched ability to process and analyse an

enormous amount of data without risking security.

The number of operators investing in AI systems to improve their infrastructure

is expected to grow to 70% in 2025.

4. Internet of Things

The Internet of Things has transformed the roles of telecom service providers in

enabling communication between people and devices. The adoption of IoT helps

the telecom industry to monitor base stations and data centers remotely. This

ensures minimal downtime for the network, enhances business procedures, and

generates more revenue.

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5. Cyber Security

The telecommunication sector is one of the most vulnerable sectors when it

comes to cybersecurity. With telecom companies having large customer bases,

there are abundant opportunities for malicious attacks to gain unauthorized access

to their data.

When a major telecom service provider infrastructure is under attack, the

consequence could potentially affect a whole country, businesses, consumers, and

the government agency. It also has major ramifications over the telecom brand’s

reputation and trustworthiness.

Top performers in Telecom Industry

Reliance Jio

Reliance Jio is a subsidiary of Reliance Industries operating in the telecom

industry, since 15th February 2007, founded by Mukesh Ambani with its

headquarters at Navi Mumbai, Maharashtra, India. Jio is the business name for

Reliance Infocom Limited.

The company offers multiple services including fixed-line telephone and mobile

phones, wireless broadband with internet services, and OTT services. Right now,

Jio provides 4G and 4G+ services. However, furthermore, it is planning to expand

its services to 5G and 6G.

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Bharti Airtel

Bharti Airtel Limited, operating under the business name of Airtel, is a public

company, in the telecommunication sector. It was founded by Sunil Bharti

Mittal on 7th July 1995. It is headquartered at Nelson Mandela Road, New Delhi,

India.

Airtel is also known to offer different services such as Fixed line Telephones,

Mobile Phones, Broadband, Satellite Television, Payment Bank, Digital

Television, Internet television, and IPTV. Its revenue as of 2021 is 101,258 Crore

INR. Airtel is known for providing 2G, 3G, 4G LTE, and 4G+ services.

According to TRAI reports, Airtel has a 31.56% market share in the

telecommunication sector. In the last year, it has gained around 7,10,000 new

users.

Vodafone Idea

Vodafone Idea Limited also known as VI is a joint venture of Idea and

Vodafone as the name suggests. It was founded in the year 2018 when two major

telecommunication companies decided to merge their businesses with their

headquarters in Mumbai and Gandhinagar respectively.

The telecom company deals with products like mobile Telephony, wireless

broadband, and internet service. However, the company has seen a great

increment since 31st October 2021.

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Bharat Sanchar Nigam Limited (BSNL)

Bharat Sanchar Nigam Limited (BSNL) is a telecommunication company owned

by the ministry of communication, the Government of India. It is a statutory

corporation founded in the year 2000, with its headquarters in New Delhi.

It serves in the spheres of Fixed-line telephones, Mobile phones, broadband,

internet television, and IPTV. As of June 2021, the percentage of market share

owned by BSNL is 10.25% wireless and wired combined.

Mahanagar Telephone Nigam Limited (MTNL)

Mahanagar Telephone Nigam Limited or MTNL previously known as Bombay

Telephone Limited is a subsidiary of BSNL owned by the ministry of

communication, the government of India.

MTNL works and provides services in the fields of mobile telephony, fixed-line

telephony, digital television, wired and wireless broadband, and IPTV. As per

reports of 2021, combining wired and wireless services MTNL only has 0.29%

of the market share of the telecommunication sector.

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CHAPTER-II
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LITERATURE REVIEW

The chapter of the literature review is considered as the most critical chapter of a

study as it directly contributes to enhancing the knowledge base of the researcher

with regards to the subject matter. In this chapter, the focus is on searching and

evaluating differently available literature to gain a better understanding of the

topic selected for investigation. The viewpoints and work carried out by other

researchers and authors are taken into consideration in this chapter.

GhaniKanesanbin, (2013) Their study attempted to examine the impact of

service quality dimensions on customer satisfaction. The sample size of the study

was 225. Gap analysis was used to determine the perceived and expected

satisfaction level on each service quality dimensions and regression analysis was

conducted to test the relationship between the SERVQUAL dimension and

customer satisfaction. The results indicated that all 5 service quality dimensions

positively influenced customer satisfaction in terms of loyalty and attitudes. In

addition, t-tests results showed that there was a significant gap between the

perceived satisfaction and expectation (P-E) on all of the service quality

dimensions.

Siew-Phaik Loke, (2011) Their study is to examine the impacts of reliability,

responsiveness, assurance, empathy and tangible aspects on customer

satisfaction. Gap analysis was used to determine the perceived importance and
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satisfaction on each dimension of service quality. Regression Analysis was used

to test the relationship between service quality and customer satisfaction. Results

indicated that reliability, responsiveness, assurance and empathy significantly

positively influenced customer attitudes in terms of satisfaction and loyalty. In

addition, t-tests results showed that there was a significant gap between the

perceived satisfaction and importance (P-I) on all the service quality dimensions.

Debnath (2008) this study explains that the prime focus of the service providers

is to create a loyal customer base by benchmarking their performances and

retaining existing customers in order to benefit from their loyalty. With the

commencement of the economic liberalization in 1991, and with a view to expand

and improve telecom infrastructure through the participation of the private sector,

the Government of India permitted foreign companies holding 51 percent equity

stake in joint ventures to manufacture telecom equipment in India. The Indian

Government has announced a new policy, which allows private firms to provide

basic telephone services. There had been a monopoly of the state-owned

department of telecommunications. However, several companies are expected to

benefit from the policy change.

Joshi (2011) examined service quality and customer satisfaction across various

service providers in the telecom sector. Mobile customers of selected service

providers namely: Airtel, BSNL, Vodafone, Tata Indicom, Reliance and Spice

operating in Chandigarh, Panchkula and Mohali region were taken for the study.
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A total of 720 respondents had been approached for the collection of primary

data. An examination of gender profile of the respondents indicated that 63.8 %

were male while 36.2 % female. The results showed that the customers in the age

group of above 45 years were using mobile phone less in comparison to the

customers in lower age groups. Further, results indicated that there was relatively

higher degree of instability among the mobile customers especially in case of Tata

Indicom customers. It can be concluded that customers’ perception of service

quality and customer satisfaction differs across the service providers.

NitikaRawat(2015) did a study titled “Future and Challenges of 4G Wireless

Technology” In his paper he explains about IP based and IP based devices. This

paper describes how 4G is easy to deploy and thus, cost effective as well. The

idea of multimode software for maintaining different networks simultaneously is

explained, along with the mechanisms of system-initiated discoveries. Also, the

challenge of managing user accounts is discussed. The paper describes the

concept of security that should be given heed. This paper explores what 4G

network technology actually is, along with some of the propositions in order to

fully figure out the advantages and challenges of effectively implementing 4G

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CHAPTER-III
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RESESARCH METHODOLOGY

This chapter aims to understand the research methodology establishing a

framework of evaluation and revaluation of primary and secondary research. The

type of research used in this project is exploratory as well as descriptive research.

The techniques and concepts used during primary research in order to arrive at

findings which are also dealt with and lead to a logical deduction towards the

analysis and results.

DATA COLLECTION

Both primary and secondary data have been collected very vigorously.

Primary data

The data which is collected fresh and for the first time and thus happen to be the

original one characteristic called primary data. The primary data was collected

with the help of online questionnaire which was forwarded to the respondents to

fill their response.

Secondary data

The relevant data would be collected through:

Published sources such as Company websites, journals, governments reports,

newspaper and magazines etc.

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Types of questionnaire

The entire questionnaire was standardized and formalized. A structured questions

were prepared and asked to the respondent. The questionnaire consisted a total of

10 questions which also included the age and gender of the respondents.

Sample size

The Sample size was 100 which was collected through convenience sample.
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PROBLEM STATEMENT

The objective of this study is to analyse the consumer satisfaction towards various

service providers and identify areas of improvement to enhance its market

competitiveness and customer engagement. The study aims to address the

following key research questions:

How does various telecom service provider currently position itself in the market?

And to identify the customer’s satisfaction towards various telecom service

provider and the problems faced by the customers while using the telecom

services.

The study also focuses on the customer’s preference on selecting network service

provider and the factors which attracted towards various telecom service

provider.
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OBJECTIVES

The objectives of the research report on the study of consumer satisfaction

towards various service provider are as follows:

➢ Service providers in the market which are not reaching the customer.

➢ To know the demographic profile of the respondents.

➢ To find out the factors influencing the customer.

➢ To identify the customer satisfaction level towards various services providers.

➢ To evaluate the major service provider satisfied the customer.

➢ To assess the needs, requirements and expectations of the customers in order

to assess their current satisfaction levels.

➢ To know the attitude, enthusiasm regarding the service provided to

customers.
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SIGNIFICANCE

The significance of the study on customer satisfaction towards different service

providers are :

➢ Understanding the perception of consumer using the different network.

➢ Understanding the factors that contribute to consumer satisfaction, telecom

companies can tailor their offerings and improve their services to meet

customer expectations, ultimately increasing customer retention rates.

➢ It helps to know exactly the percentage of the people switching their cellular

networks from one to another.

➢ It helps in understanding the areas of improvement, allocate resources

effectively, and develop targeted strategies to enhance the overall customer

experience.

➢ Understanding consumer satisfaction in the telecom industry is essential for

service providers to meet customer expectations, improve their services, gain

a competitive advantage, and foster long-term relationships with customers,

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CHAPTER-IV
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DATA ANALYSIS AND INTERPRETATION

Q1. Select your gender:

Profile Distribution No. of Respondents % of Respondents

Male 70 70

Female 30 30

Gender

30%

Male
Female

70%

INTERPRETATION :
From the above data it is clear that, 70% of respondents are male and 30%

are female.
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2. Age group:
Criteria No. of % of

respondent respondent

Under 20 5 5%

20 -30 70 70%

30 -40 15 15%

40 - 50 6 6%

50 above 4 4%

6% Age
15% 4%

70%

Under 20
20-30
30-40
40-50
50 above

8.2

INTERPRETATION :

From the above data it is clear that out of 100 respondents 5% of respondents age

under 20-70 ,5% of respondents age 20-30, 15% of respondents are of the age

between 30-40, 6% of respondents age between 40-50 and the remaining 4% of

respondents are of the age level above 50.

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3. What is the daily average time you spend over phone ? (in hour)

Criteria No. of respondents % of respondents

1 hour 6 6%

1-2 hours 29 29%

2-3 hours 26 26%

3-4 hours 22 22%

More than 4 hours 17 17%

Response

6%

22% 1 hour
1-2 hours
29% 2-3 hours
3-4 hours
More than 4 hours
26%

INTERPRETATION :

From the above data it is clear that out of 100 respondents 6% of respondents

spend daily average 1 Hour over phone , 29% of respondents spend 1-2 Hours

over phone , 26% of respondents spend average between 2-3 Hours, 22% of

respondents spend average between 3-4 Hours and 17% of respondents spend

average more than 4 hours.

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4. What is your Current Type of Service ?

Criteria No. of respondents % of respondents

Prepaid 87 87%

Postpaid 13 13%

Response

13%

Prepaid
Postpaid

87%

INTERPRETATION :
From the above data it is clear that out of 100 respondents , 87% respondents

are having prepaid service and other 13% respondents are having postpaid

service.
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5.Your current telecom network provider ?

Network No. of respondents % of respondents

18 18%
Vodafone Idea
55 55%
Jio
23 23%
Airtel
3 3%
BSNL
1 1%
Others

Network
3% 1%
18%

23%
Vodafone Idea
Jio
Airtel
BSNL
Others

55%

INTERPRETATION :

55% of respondent are regularly using reliance jio and 18% of respondent are

using Vodafone , 23% of respondent are using Airtel , 3% of respondent are using

BSNL and 1% of respondent are using another network. Thus, majority of

respondents are regularly using reliance jio .

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6. What is your average monthly Expenditure on mobile ?

Criteria No. of respondents % of respondents

Less than Rs 100 6 6%

100-250 35 35%

250-350 32 32%

350-450 15 15%

450 and above 12 12%

Criteria

12% 6%

Less than 100

15%
100-250
35%
250-350
350-450
450 and above

32%

INTERPRETATION :

From the above data it is clear that, 6% of respondents have an expenditure on

Mobile recharge less than 100 , 35% respondents have an expenditure between

100-250 , 32% of respondents have an expenditure between 250-300 , 15% of

respondents have an expenditure between 350-400 , 12% of respondents have an

expenditure above 450 towards the monthly recharge.

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7. What are the Problem you are Facing in your Current Network ?
Problems faced No. of respondents % of respondents

Very high price value 40 40%

Network Issue 30 30%

Limited Tariff 20 20%

Others 10 10%

10%

20% 40% Very high price value

Network Issue
Limited Tariff
Others

30%

INTERPRETATION :

40 % of respondents have a problem facing current network in very high price

value ,30% of respondents have a problem of Network issue , 20% of respondents

have a problem of Limited tariff and 10% of respondents have a problem facing

current network in others .

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8. How Satisfied are you with your Current Service provider ?

Criteria No. of respondents % of respondents

Satisfied 30 30%

Very satisfied 10 10%

Neutral 30 30%

Not satisfied 20 20%

Not at all 10 10%

Criteria

10%

30%
Satisfied
20% Very satisfied
Neutral
Not satisfied
Not at all
10%

30%

INTERPRETATION :

30% of the respondents are satisfied, 10% of the respondents are very satisfied ,

30% are neutral, 20% are not satisfied and 10% responses are for not at all .
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9.On Which Parameter , you think your telecom provider should improve upon

the most ?

Criteria No. of respondents % of respondents

Quality 35 35%

Price 40 40%

Brand 10 10%

Offer 15 15%

Criteria

15%

35%
Quality
10%
Price
Brand
Offer

40%

INTERPRETATION :

35% Respondents think to improve Quality of Telecom Provider , 40%

think to improve Price of Telecom provider ,10% Respondents think to

improve Brand of Telecom Provider and 15% think to improve Offers of

Telecom Provider .
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10. What Time you Access the Telecom service Most ?

Time No. of respondents % of respondents

Morning ( 6:00Am - 15 15%

12:00 Noon)

Afternoon(12:00 20 20%

noon-4:00 Pm)

Evening (4:00 Pm- 30 30%

9:00 Pm)

Night (9:00Pm- 35 35%

6:00Am)

Time

15%

35% Morning
Afternoon
20%
Evening
Night

30%

INTERPRETATION :

From the above data it is clear that majority of people access the Telecom

Service in Evening and in Night .

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CHAPTER-V
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FINDINGS

This survey and analysis examined the following findings:

• Majority of respondents are of the age group (20-30) .

• It was found that the daily Average spending time between 1-2 hours.

• The majority of respondents are using the prepaid plan.

• In this survey, the majority of respondents (55%) are using Reliance Jio

(Telecom Service).

• The study shows that most of the respondent’s expenditure is in the

range of 100-250.

• The study shows that most of the respondents (30%) are satisfied with

their service provider, and 20% of respondents are not satisfied.

Because still they have network problem.

• Majority of respondents think that the price value of data services are high.
 P a g e | 45

LIMITATIONS
➢ The behaviour of the customer is unpredictable which may result in the

lacking of accuracy in the data.

➢ Time & Cost constraints were also there.

➢ The study in only for the limited sample and not to the whole population.

➢ It is based on the expressed opinion of the Sample respondents.

➢ We may not get the proper detailing of the organization.

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RECOMMENDATION
 The telecom industry must focus on rural areas to get the people’s attention

and gather the rural people interest. Because most of complication is at the

rural region, company needs to penetrate in those regions to get competitive

advantage.

 Telecommunication should develop innovative Communication services with

in depth research development and continue improvement in the quality of

services.

 It is suggested that there should be continuous revision in the pricing of

Communication services.

 It is again suggested that they should take into consideration environmental

factors in providing consumer services and determining prices.

 Telecommunication should develop quality circles in different functional

areas of the organisations so that the quality may be improved and suggestion

should be obtained from the people.

 Telecommunication should develop product research, product planning,

strategic planning and Research & Development activities, so that they would

come up to the global culture and should compete with its competitors

internally.
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CHAPTER-VI
 P a g e | 48

CONCLUSION

As per the analysis formed above, the conclusion states that the customer

satisfaction and to meet the customer expectation by providing reliable services

and products because customer is the king of today‘s market. Customer

satisfaction ratings can have powerful effects.

Quality of service and the ability to attract and retain customers dictate the

success or failure of next generation communications service providers. In

today’s competitive environment, customers are quick to abandon services that

do not meet expectations. The ease with which customers can switch from their

current service to another, demands that providers deliver the highest possible

levels of service quality and performance. To be successful, communications

service providers must deliver positive customer experiences with rich, value-

added services supported by comprehensive service quality management. To this

effect-Mobile services has experienced the negative attributes of not being

customer focused and realizes that quality is an attribute that creates customer

satisfaction profitably. Therefore, quality must be fused with all resources

channelled towards their customers.

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REFERENCES

✓ About technological trends retrieved on June 5, 2023 from

https://www.ilink-digital.com/insights/blog/top-8-technological-

trends-shaping-the-telecom-industry-in-2022/

✓ About telecom companies retrieved on June 06, 2023 from

https://startuptalky.com/top-telecommunication-companies-india/

✓ About Vodafone and idea retrieved on June 08, 2023 from

https://economictimes.indiatimes.com/news/company/corporate-

trends/airtelvodafone-and-idea-report-sharp-fall-in-adjusted-gross-

revenue/articleshow/59100082.cms

✓ About consumer satisfaction in telecommunication retrieved June

08, 2023 from https://ajmjournal.com

✓ About Government Initiatives and Market Size retrieved on June

09, 2023 from https://www.ibef.org/industry/telecommunications

 P a g e | 50

QUESTIONNAIRE

❖ Name :

1) Gender

a) Male

b) Female

2) What is Your Age

a) Under 20

b) 20-25

c) 25-30

d) 30-35

e) 35-40

f) 40 Above

3) What is the daily average time you spend over phone ? (in hour)

a) 1 Hour

b) 1-2 Hour

c) 2-3 Hour

d) 3-4 Hour

e) More than 4 Hour

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4)What is your Current Type of Service ?

a) Prepaid

b) Postpaid

5) Your current telecom network provider ?

a) Vodafone

b) Idea

c) Jio

d) Airtel

e) BSNL

f) Others

6) What is your average monthly Expenditure on mobile ?

a) Less than RS 100

b) RS 100 To RS 250

c) RS 250 To RS 350

d) RS 350 To RS 450

e) RS 450 To Above
 P a g e | 52

7) What are the Problem you are Facing in your Current Network ?

a) Very High Price Value

b) Network Issue

c) Limited Tariff

d) Others

8) How did you get your SIM card ?

a) Very High Price Value

b) Network Issue

c) Limited Tariff

d) Others

9) How Satisfied are you with your Current Service provide ?

a) Satisfied

b) Very Satisfied

c) Neutral

d) Not Satisfied

e) Not at all
 P a g e | 53

10) What Time you Access the Telecom service Most ?

a) Morning (6.00 AM to 12.00 noon)

b) Afternoon (12 noon to 4.00 PM)

c) Evening (4.00 PM to 9.00 PM

d) Night (9.00 PM to 6.00AM)