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6. Business World -22nd January 1998.
A STUDY ON CUSTOMERS SATISFACTION TOWARDS AIRCEL AND AIRTEL CELL-PHONE SERVICE PROVIDERS IN GOBICHETTIPALAYAM TOWN INTERVIEW SCHEDULE I. Personal Profile 1.1. Age a. Upto 30 Years c. 41 to 50 Years 1.2 Gender a. Male 1.3 Educational Qualification a.Illiterate 1.4 Occupational Status a. Business c. Agriculture 1.5 Marital Status a. Married b. Un-married b. Profession d. Others b. School Level c. College Level b. Female b. 30 to 40 Years d. Above 51 Years
1.6 Income of the Family (Per month) a. Upto Rs.5000 c. Rs.10,001 to Rs.15,000 b. Rs.5001 to Rs.10,000 d. Above Rs.15,001
1.7 Number of members in your family a. Male ______________b. Female ____________________
1.8 Number of earning __________________________
members
in
your
family:
1.9 Number of members using mobile phones in your family: _______________ II. Customers Awareness about cell-phone services and schemes 2.1 Which type of cell-phone service you are using at present? a. Aircel b. Airtel
2.2 How did you come to know about this cell-phone service a. Advertisement c. Friends and Relatives b. Representatives d. Others (Specify)
2.2.1 If it is through advertisement, state the reason: a. Newspapers and Magazines b. Radio c. Posters and Banners e. Notice and Pamphlets 2.3 What type of service you have at present? a. Prepaid b. Postpaid d. Television
2.3.1 If you have postpaid connection, mention scheme name and monthly rental charges: _________________________________ 2.3.2 Are you aware of all the schemes available in prepaid connection? a. Aware b. Neutral c. Unaware
2.3.3 Are you aware of all the schemes available in postpaid connection? a. Aware b. Neutral c. Unaware
2.4. Are you aware of the facilities provided to know your balance of talk charges of your service? a. Aware b. Neutral c. Unaware
2.5 Are you aware of the periodical offers, offered by your cell-phone service providers? a. Aware service? a. Aware a. Aware a. Aware b. Neutral b. Neutral b. Neutral c. Unaware c. Unaware c. Unaware 2.7 Are you aware of all modes of payment to be made for your service? 2.8 Are you aware of instant recharging facility available in your service? b. Neutral c. Unaware 2.6 Are you aware of the cell-waiting and call-diverting option in your
III. Factors influencing to choose a particular cell phone service 3.1 Are you influenced the monthly rental charges? a. Influence b. Neutral c. Not influence
3.2 Are you influenced charges for cell to landlines? a. Influence b. Neutral c. Not influence
3.3 Are you influenced the signal of tower networking? a. Influence b. Neutral c. Not influence
3.4 Are you influenced the cost of SIM for the prepaid card? a. Influence b. Neutral c. Not influence
3.5 Are you influenced the incoming (in days) for the prepaid card? a. Influence b. Neutral c. Not influence
3.6 Are you influenced to use number of outgoing calls in the prepaid? a. Influence a. Influence (Please rank them) FACTORS a. Deposit Amount b. Brand Image c. Advertisement d. Availability e. Credit facility for postpaid connection f. Customer care service centre g. Outgoing call-charges h. Service charges RANK b. Neutral b. Neutral c. Not influence c. Not influence 3.7 Are you influenced about the about the outgoing call charges? 3.8 In which factor you influenced to choose your cell phone service?
IV. Customers satisfaction towards Aircel and Airtel Cell Phone services HS- Highly Satisfied S-Satisfied S.No
4.1 4.2 4.3 4.4 4.5
N Neutral HDS-Highly Dissatisfied Aircel
DS-Dissatisfied
Customers Satisfaction
Are you satisfied about the recharge coupon price Are you satisfied about no. of free SMS Are you satisfied about the validity and grace period Are you satisfied about postpaid SMS charges Are you satisfied about talk time of your prepaid card
Airtel
S N DS HDS
HS S N DS HDS HS
4.6 4.7 4.8
Are you satisfied about the customer care service centre Are you satisfied about outgoing call charges Are you satisfied about various steps taken by the company to overcome the problem
V. The various problems faced by cell-phone users 5.1 Have the cell-phone provides fulfilled your requirements. a. Yes b. No (If No, State the reason: ______________________) 5.2 Do you face any difficulty (or) problem in getting cell-phone service? a. Yes b. No (If yes, point out the problem : _____________________) 5.3 What are the problems do you encounter in using your cell phone service? S.No 1. 2. 3. 4. Problems Coverage Service Clarity Network busy Tick them
VI. Suggestions 6.1 Give your opinion and suggestions to improve service of your cellphone service.
Declaration
Certificate
Acknowledgement
Contents
List of Tables Chapter I
Introduction & design of the study Chapter II
Level of Customers Awareness
Chapter III
Factors Influencing the Customers in Choosing the Cell-Phone Service Providers
Chapter IV
The Level of Customers Satisfaction
Chapter V
Problems Faced by Aircel & Airtel Customers Chapter VI
A Summary of Findings, Conclusion & Suggestions
Bibliography
Appendix
