A

A RESEARCH REPORT
On
Satisfaction Derived By Vodafone Subscribers in
SULTANPUR
Submitted Toward Partial Fulfillment
Of
Master OF Business Administration
(MBA)

ACADEMIC SESSION
2016 - 2017

DEPARTMENT OF BUSINESS MANAGEMENT

R.R.S.I.M.T. MUNSHIGANJ
AMETHI

SUBMITTED BY: SUBMITTED TO:

SURAJ KANAUJIYA Mr. ASHISH TRIPATHI
MBA FINAL YEAR (HOD RRSIMT)
Roll No. 1538370031 Department of M.B.A
 ACKNOWLEDGEMENT

To begin with, I am obliged to Mr ASHISH TRIPATHI . who allotted me

this interesting topic and without whose guidance and constructive criticism

this report might have not been completed. I would like to thank retailers,

shopkeepers & people of who were interviewed by me. I appreciate for their

cooperation and contributions for helping us in making project factual and

informative.

I also express my gratitude to my teachers and specially our FRIENDS who

have been instrumental in making this report useful one.

Finally, I wish to thank to my family and friends for their inspiration,

encouragement and support which enabled me.

2
 PREFACE

Mobile phones have become an essential and important device for

communication in the modern days. Mobile phone communication is a part

of telecommunications, which comes in the form of oral communication.

Mobile devices are growing in popularity with reduction in prices and

improved functionality. Consumers prefer the flexibility and versatility of

mobile phone devise. Mobile phone facilitates easy and faster means of

communication and one can communicate with their near and dear ones and

transact the business anywhere, anytime at a reasonable cost.

3
 CONTENTS

S.No Particulars Page no.

1. Executive summary 5

2. Introduction of the company 6-54

-History of Company

-Networks of the company

-Ownership of the company

-Subscriber Base

-Financial results

-Introduction of the topic

-SWOT Analysis

-Objective of the study

3. Research Methodology 55

4. Analysis and Findings 69

5. Suggestions 79

6. Conclusion 82

7. Bibliography 85-86

4
 EXECUTIVE SUMMARY

The study focused on the level of satisfaction derived by the

subscribers of Vodafone in Sultanpur and the factors influencing their level

of satisfaction. The subscribers of various Sexes, age group, family income,

occupation and education were provided structured questionnaire for

collection of primary data.

The data collected by this way revealed that the majority of

subscribers were satisfied with the services of Vodafone network like

coverage, voice clarity, value added services, Formalities etc

5
COMPANY PROFILE

6
Vodafone Group is a mobile network operator headquartered in Newbury,

Berkshire, England, UK. It is the largest mobile telecommunications

network company in the world by turnover and has a market value of about

86 billion (May 2008). Vodafone currently has equity interests in 25

countries and Partner Networks (networks in which it has no equity stake) in

a further 41 countries. The name Vodafone comes from Voice data fone,

chosen by the company to "reflect the provision of voice and data services

over mobile phones."

At 31 March 2008 Vodafone had 260 million proportionate customers in 25

markets across 5 continents. ("Proportionate customers" means, for example,

that if Vodafone has a 30% stake in a business with a million customers, that

is counted as 300,000). On this measure it is the second largest mobile

telecom group in the world behind China Mobile. The eight markets where it

has more than ten million proportionate customers are the United Kingdom,

Germany, India, Italy, Spain, Turkey, Egypt and the United States. In the

U.S., these customers come via its minority stake in Verizon Wireless, and

in the other seven markets Vodafone has majority-controlled subsidiaries.

7
On 30 May 2006, the company announced a loss before tax of 14.9 billion

for 2005, the biggest loss in British corporate history. The loss for the year

from continuing operations was 17.2 billion and the bottom line loss for the

financial year was 21.8 billion. The company was pushed into loss by

impairment charges of 23.5 billion, which related to the acquisition of

Mannesmann several years earlier, and losses of 4.6 billion in relation to its

discontinued business in Japan. At an operating level it remained highly

profitable, with an operating profit on continuing operations of 9.4 billion

before impairment costs.

8
9
 HISTORY

In 1982 Racal Electronics plc's subsidiary Racal Strategic Radio Ltd. won

one of two UK cellular telephone network licenses. The network, known as

Racal Vodafone was 80% owned by Racal, with Millicom and the Hambros

Technology Trust owning 15% and 5% respectively. vodafone was launched

on 1 January 1985. Racal Strategic Radio was renamed Racal

Telecommunications Group Limited in 1985. On 29 December 1986 Racal

Electronics bought out the minority shareholders of vodafone for GB110

million.

In September 1988 the company was again renamed Racal Telecom and on

26 October 1988 Racal Electronics floated 20% of the company. The

flotation valued Racal Telecom at GB1.7 billion. On 16 September 1991

Racal Telecom was demerged from Racal Electronics as Vodafone Group.

In July 1996 Vodafone acquired the two thirds of Talk land it did not already

own for 30.6 million. On 19 November 1996, in a defensive move,

Vodafone purchased Peoples Phone for 77 million, a 181 store chain whose

customers were overwhelmingly using Vodafone's network. In a similar

10
move the company acquired the 80% of Astec Communications that it did

not own, a service provider with 21 stores.

In 1997 Vodafone introduced its Speech mark logo, as it is a quotation mark

in a circle; the O's in the Vodafone logotype are opening and closing

quotation marks, suggesting conversation.

On 29 June 1999 Vodafone completed its purchase of Air Touch

Communications, Inc. and changed its name to Vodafone Air touch plc.

Trading of the new company commenced on 30 June 1999.To approve the

merger, Vodafone sold its 17.2% stake in E-Plus Mobil funk. The

acquisition gave Vodafone a 35% share of Mannesmann, owner of the

largest German mobile network.

On 21 September 1999 Vodafone agreeded to merge its U.S. wireless assets

with those of Bell Atlantic Corp to form Verizon Wireless. The merger was

completed on 4 April 2000.

In November 1999 Vodafone made an unsolicited bid for Mannesmann,

which was rejected. Vodafone's interest in Mannesmann had been increased

by the latter's purchase of Orange, the UK mobile operator. Chris Gent

11
would later say Mannesmann's move into the UK broke a "gentleman's

agreement" not to compete in each other's home territory. The hostile

takeover provoked strong protest in Germany and a "titanic struggle" which

saw Mannesmann resists Vodafone's efforts. However, on 3 February 2000

the Mannesmann board agreed to an increased offer of 112bn, then the

largest corporate merger ever.

12
13
NETWORKS IN ASIA-PACIFIC

Australia

China

Afghanistan

Hong Kong

India

Fiji

Indonesia

Japan

New Zealand

Malaysia

Singapore

Sri Lanka

NETWORKS IN THE MIDDLE EAST AND AFRICA

Egypt

DR Congo

Kenya

14
 Bahrain

Qatar*

Lesotho

Mozambique

South Africa**

Tanzania

NETWORKS IN THE AMERICAS

USA

Anguilla

Antigua & Barbuda

Argentina

Aruba

Barbados

Bermuda

Bonaire

Brazil

Cayman Islands

15
 Chile

Colombia

Curaao

Dominica

Ecuador

El Salvador French

West Indies

Grenada

Guatemala

Guyana

Haiti

Honduras

Jamaica

Mexico

Nicaragua

Paraguay

Peru

St Kitts &Nevis

St Lucia

16
 St Vincent & the Grenadines

Trinidad and Tobago

Turk & Caicos

Uruguay

17
18
 OWNERSHIP

Vodafone Essar is owned by Vodafone 52%, Essar Group 33%, and other

Indian nationals, 15%.

On 11 February 2007, Vodafone agreed to acquire the controlling interest of

67% held by Li Ka Shing Holdings in Hutch-Essar for US$11.1 billion,

pipping Reliance Communications, Hinduja Group, and Essar Group, which

is the owner of the remaining 33%. The whole company was valued at USD

18.8 billion. [2] . The transaction closed on 8 May 2007.

Previous brands:

In December 2006, Hutch Essar re-launched the "Hutch" brand nationwide,

consolidating its services under a single identity. The Company entered into

agreement with NTT DoCoMo to launch i-mode mobile Internet service in

India during 2007.

The company used to be named Hutchison Essar, reflecting the name of its

previous owner, Hutchison. However, the brand was marketed as Hutch.

After getting the necessary government approvals with regards to the

acquisition of a majority by the Vodafone Group, the company was

19
rebranded as Vodafone Essar. The marketing brand was officially changed

to Vodafone on 20 September 2007.

In Mumbai, it was earlier known by the name Orange, a brand that used to

be marketed by its former owner, Hutchison. Still earlier it was known as

Max Touch and AceTel even before that.

On September 20, 2007 Hutch becomes Vodafone in one of the biggest

brand transition exercises in recent times.

20
 SUBSCRIBER BASE

The Vodafone subscriber base according to COAI - Cellular Operator

Association of India as of March 2008 was:

Delhi - 3,216,769

Mumbai - 3,451,567

Chennai - 1,174,589

Kolkata - 1,974,177

Maharashtra &Goa - 2,610,389

Gujarat - 6,010,594

Andhra Pradesh - 2,601,458

Karnataka - 2,850,346

Tamil Nadu - 3,180,820

Kerala - 2,001,133

21
 Punjab - 1,645,501

Haryana - 1,282,208

Uttar Pradesh (West) -2,858,429

Uttar Pradesh (East) -3,508,355

Rajasthan - 2,934,598

West Bengal & Andaman and Nicobar - 2,825,310

The total is 44,126,243 or 22.93% of the total 192,355,939 GSM mobile

connections in India till March 2008.

Vodafone does not operate in Assam, Bihar, Himachal Pradesh, Jammu &

Kashmir, Madhya Pradesh, Orissa and the NorthEasternStates.

22
23
 FINANCIAL RESULTS

From its 31 March 2006 year end onwards Vodafone will report its results in

accordance with International Financial Reporting Standards (IFRS). It has

issued results amended to IFRS standards for its 31 March 2004 and 31

March 2005 year ends for information purposes, and these are shown in the

first table below.

Vodafone has some large minority stakes, which are not included in its

consolidated turnover. In order to provide additional information on the

overall scale and growth trends of its business it publishes "proportionate

turnover" figures and these are included in the tables below. For example, if

a business in which it owns a 45% stake has turnover of 10 billion, that

equals 4.5 billion of proportionate turnover for Vodafone. Proportionate

turnover is not an official accounting measure and Vodafone's proportionate

turnover should be compared with other companies' statutory turnover.

Vodafone also produces proportionate customer number figures on a similar

basis, eg. if an operator in which it has a 30% stake has 10 million customers

that equals 3 million proportionate Vodafone customers. This is a common

practice in the mobile telecommunications industry.

24
 Turnover PBT Profit Basic EPS
Proportionate

Customers

2008 35,478 9,001 6,756 12.56 260

2007 31,104 (2,383) (5,297) (8.94) 206.4

2006* 29,350 (14,835) (21,821) (35.01) 170.6

2005 34,073 7,951 6,518 9.68 154.8

2004 36,492 9,013 6,112 8.70 133.4

*Losses for year to 31 March 2006 reflect write downs of assets, principally

in relation to the Mannesmann acquisition. Proportionate turnover includes

7,100 million from discontinued operations.

The following table shows Vodafone's results under UK generally accepted

accounting principles (UK GAAP). By the end of its key acquisition drive,

which ran from 1999 to 2002, Vodafone had more than 100 billion of

25
goodwill on its balance sheet. As UK GAAP requires goodwill to be written

off against the profit and loss account Vodafone has shown large statutory

losses since then. However, this write off of goodwill is purely an

accounting adjustment and does not affect Vodafone's cash position or its

ability to pay dividends. Despite the reported losses it is in reality a highly

profitable company, and this is reflected in the fact that it has often been

ranked among the top twenty companies in the world by market

capitalisation. Vodafone's accounts for the years shown in the table below

include a great number of material one off transactions, and apart from

noting the rapid expansion of the group in the years covered, no conclusions

about underlying trends should be drawn from the figures without examining

the accounts in more detail.

Turnover PBT Profit EPS

Proportionate

Customers

2005 34,133 (4,702) (7,540) (11.39) 154.8

2004 33,559 (5,047) (9,015) (13.24) 133.4

2003 30,375 (6,208) (9,819) (14.41) 119.7

26
 ROAMING

POST PAID:

National Roaming

International Roaming

Basic International Roaming

GPRS Roaming

PRE PAID:

National Roaming

International Roaming

GPRS Roaming

Recharge while Roaming

Feel at home wherever you are on the planet, with Vodafone. Receive calls,

send messages and access GPRS services from over 180 countries. So

whether youre in Varanasi or Rome, youll always be just a phone call

away

27
Activate National Roaming:

Roaming across India should already be available on your Vodafone mobile

phone. This will enable you to roam on all Vodafone networks across India

and all other networks in non Vodafone circles.

National Roaming comes pre-activated on your Vodafone mobile phone

Deactivate National Roaming:

SMS CAN NR to 111 (toll free)

When you arrive back home, simply restart your Vodafone mobile phone

and reset any call diverts you normally use. Otherwise, Vodafone will

assume that you are still abroad for another 24 hours

How far will your money go?

That depends on where youre traveling to. Youll need to pay a monthly

rental of Rs. 149/, plus roaming rates while abroad. To make things easier

we have split our rates into 10 zones across the world. Now its easy to see

how much you will pay for receiving calls while roaming abroad

28
Tariff Zone SMS - Outgoing Incoming Call Rate GPRS per 10 Kb

1 13 70 5

2 13 65 5

3 13 27.6 5

4 13 40 5

5 13 50 5

6 13 50 5

7 13 27.6 5

8 13 55 5

9 13 27.6 5

10 13 50 5

29
 CHARGES

All National Networks Except Airtel Rs /min All Airtel

Networks

All Incoming calls 1.00 1.75

Outgoing calls (Rs / min)

Local calls 1.00 1.4

STD calls 1.5 2.4

ISD calls

USA, Canada, Europe+UK (fixed), South East Asia,Australia and New

Zealand 9.49 9.49

Gulf, Africa, UK Mobile, SAARC & Pacific Rim countries

12.28 12.28

SMS Rs / SMS Rs / SMS

30
Outgoing 3.45 3.45

Incoming Free Free

SPECIAL OFFERS

All STD and local calls at Re 1

Now make STD and local calls to any mobile or landline phone at Re 1 /

min

To activate, SMS ALL to 56565 (toll free)

Charges: Rs 31 / month

STD calls @ Rs 1.30/min

Now make STD calls to any mobile or landline phone at Rs 1.30/min. To

activate, SMS STD to 56565 (toll free). No monthly rental required.

Prepaid card

Prepaid card @ Rs 199 with:

Free prepaid SIM

31
 Lifetime validity

Free talktime of Rs 10

One local calling bonus card 69

Local Vodafone @ 30paise

Local mobile @ 70p

Local landline @ Re 1

Valid for 30 days

Free Callertunes for a month plus 1 song (popular song for the circle)

One Apne Mins free or a night speak promo

25 Vodafone to Vodafone night minutes

Vodafone Alerts free for a month local and national news.

Prepaid card @ Rs 320 with:

Vodafone prepaid SIM

32
 Rs 11 talktime on SIM

Lifetime validity in SIM

Prepaid card @ 389 with:

Rs 25 talktime on SIM

Lifetime Validity in SIM

STV69 inbuilt in SIM for 30 days

Great deals on recharge

Recharge pack

Rs 249 Talk value Rs 45

Validity 180 days

Rs 250 Talk value Rs 99

Validity 30 days

33
Rs 400 Talk value Rs 50

Validity 365 days

Free 365 apne minutes for 90 days

Lifelong Prepaid @ Rs 299

Pay just Rs 299 for a Vodafone Lifelong Prepaid and stay mobile. Plus other

benefits like full talktime on all future recharges. Find out more

SMS tariff card

Buy an SMS card for Rs 30 and send 200 local messages to any network

absolutely free! So now you can truly speak the language of SMS.

Become a VIP

Get your own distinct identity, by selecting a distinct phone number. At no

extra cost.

Just buy a new prepaid connection of Rs 3000 and choose from VIP

numbers like 9838 679786 or 9838 636363.

34
And if thats not enough, you also get full talk time worth Rs 3000, valid for

270 days.

You can also buy a new prepaid connection of Rs 2000 for VIP numbers like

9838500 777 or 9838500 999. You also get full talktime worth Rs 2000,

valid for 180 days.

Mobile & Landline Bonus Card @ Rs 69

Now you can stay connected across UP and Uttarakhand with the Rs 69

Bonus card, with 30 day validity. Applicable for lifetime customers as well.

Outgoing calls Rs / min

To Vodafone numbers 30p

To other mobiles 70p

To landlines 1

STD 2.65

SMS Rs / 160 characters

To Vodafone numbers 30p

35
To other mobiles (W) 0.99

To other mobiles (E) 0.99

National 2.00

International 5.00

STD Bonus Card @ Rs 49

Make STD calls all over India in just Re1 for 30 days. Applicable for

lifetime customers as well.

Outgoing calls Rs / min

To Vodafone numbers 1

To other mobiles 1

To landlines 1

STD 1

Want more? You can combine Bonus Card 69 and Bonus 49.

36
Bonus Card @ Rs 100

Applicable for lifetime customers as well.

Outgoing calls Rs / min

Calls to Vodafone phones 30p/min

Calls to other mobile 70p/min

Calls landline phones 1.00

STD Calls 1.00

Apne Minutes

Make local calls to Vodafone numbers absolutely free between 10pm and

8am. All you need to do is recharge with one of these new Apne Minute

vouchers: Applicable for lifetime customers as well.

Rs 10 (with 25 Apne minute)

Rs 20 (with 60 Apne minute)

Rs 50 (with 200 Apne minutes)

37
Valid throughout UP & Uttarkhand on your Vodafone Phone

Apne Minutes gets accrued month on month. For example, If you buy

a Rs 10 card and get 25 minutes free, but you use only 20 minutes the

balance 5 minutes will be carried forward to your next card.

Apne Minutes Cards have 0 validity. But the minutes can be accrued

& have unlimited validity till you enter your grace period. The minutes will

not be carried forward after the grace period of 15 days.

Bonus Card @ Rs 89

Outgoing calls Rs / min

Calls to Vodafone phones 30p/min

Calls to other mobile 70p/min

Calls landline phones 1.00

STD Calls 1.00 And will get 120 Apne minutes

38
Half Rate Recharge Voucher :

50% reduction in rates on all local calls made from your Vodafone mobile

phone to any mobile or landline, if you recharge with any one of these

vouchers:

Rs 399 Recharge Voucher

Get talktime worth Rs 100 with a 90-day validity period

Rs 699 Recharge Voucher

Get talktime worth Rs 75 with a 180-day validity period

Chota Recharge :

Recharge your Vodafone prepaid for as little as Rs 10 upto Rs 289. So now,

when you run out of talktime during your validity period, you don't have to

buy a

full month's talktime and loose validity. J

ust buy Chota Recharge.

39
Vodafone Filmy Recharge & Connection

Filmy Recharge :

Recharge with the following denomination and get an Om Shanti Om VCD

free

MRP Service tax Access Fee Talk value Validity

Rs 301 Rs 33.11 0 Rs 267.89 0 days

Filmy Connection :

Buy a new Vodafone Filmi Connection pack and get an Om Shanti Om

VCD free

Prepaid card Rs 199 Rs 399

Talktime: Rs 0 Rs 10

Validity: 0 days lifelong

Other Content Rs 100 Chota Recharge,

Rs 70 Half Rate Bonus Card

40
 Rs 10 Chota Recharge,

Rs 70 Half Rate Bonus Card

TARIFFS

Particulars Prepaid

Initial one time charges.

a) MRP of the Starter Pack Rs 125/ Rs 349/ Rs 199/Rs 399/

b) Net Talkvalue As per the minimum validity recharge

chosen

by customer

c) Validity As per the minimum validity recharge

chosen by customer

d) Grace Period 90 days

Monthly Rental (Rs) NA

41
 Details of the recharge coupons

a) Denomination value (Rs) (inclusive of all taxes) 199 249 349 449

699 798

b) Charges not linked to usage

i) Processing fee (Rs) 82.11 176.6 285.6 349.9 547.11 0

ii) Net Talkvalue (Rs) 20 45 25 49.67 75 798

c) Validity (days) 90 180 180 180 180 60

Pulse rate for local calls (sec) 60 60 60 60 60 60

Airtime charges per minute

Outgoing composite rate

Local (Rs / min)

Vodafone to Vodafone 0.25

To all mobiles in UP and Uttarakhand 1 1 1 1 1

42
To all landlines in UP East 1 1 1 1 1

To all landlines in UP West 2.65 2.65 2.65 2.65 2.65

STD (Rs / min)

To any GSM/WLL/Fixed 2.65 2.65 2.65 2.65 2.65

2.65

ISD (Rs / min)

US, Canada, UK (F) & Europe (F), Australia(F) &New Zealand (F), South

East Asia 6.40

Gulf, UK (Mobile), Europe (Mobile), SAARC, Africa, Australia (Mobile)

&New Zealand (Mobile) & ROW 9.19

Norfolk Island, Cook Island, Cuba, Diego Garcia, Guinea Bissau, Nauru,

Sakhalin, Saotome & Principle, Solomon Island, Tokelau, Tuvalu, Vanuatu

40

Inmarsat/Iridium 500

43
Incoming calls Free Free

SMS Rates (Rs per SMS)

To any local number in UP East circle 0.99

To any national number outside UP East circle 2

International 5

All information service (like 123, Yahoo, Indiatimes etc.) 3

Whether carry forward of unused amount allowed Yes

Prepaid Card @ Rs 50

Now you can get a new Vodafone Prepaid card at Rs 50 instead of Rs 99.

This special offer is available only in select towns and villages. To view the

list of eligible towns and villages, click here

Half rate Bonus Card @ Rs 70

50% reduction in rates on all local calls made from your Vodafone mobile

phone to any mobile or landline fro 30 days

44
45
 INTRODUCTION

Mobile phones have become an essential and important device for

communication in the modern days. Mobile phone communication is a part

of telecommunications, which comes in the form of oral communication.

Mobile devices are growing in popularity with reduction in prices and

improved functionality. Consumers prefer the flexibility and versatility of

mobile phone devise. Mobile phone facilitates easy and faster means of

communication and one can communicate with their near and dear ones and

transact the business anywhere, anytime at a reasonable cost.

46
 MOBILE PHONE USAGE IN SULTANPUR

In Sultanpur, people from all walks of life nowadays use mobile

phones. The decrease in the price of mobile pone sets and the tariff has

paved the way for the increased usage of mobile phones among the people.

The service providers are depending not only on the urban areas but are

extending their services even to semi urban and rural areas and this has

resulted in the considerable increase in the utilization of mobile phones in

this part of the country. As the market is almost saturated in the metro cities,

the services providers are aiming at other cities and rural areas to extend

their services.

The number of Mobile phone users in Sultanpur has shown a steady

increasing trend in the recent past. The total number of GSM subscribers

and CDMA subscribers in sultanpur remains 3.49 lakhs and 1.2 lakhs

respectively. The number of GSM subscribers has increased from 2.86 lakhs

47
in May, 2007 to 3.49 lakhs in may, 2008 and recorded an increase of 3.50

% between these two periods.

MARKET SHARE

The market share of Vodafone telecom in GSM service market is 27.28 %

and it has total of 86,765 subscribers. The market share of BSNL is 29.98 %

and the number of subscribers is 96,417. It is followed by Airtel, which has

the total of

74,562 subscribers with the market share of 18.79 %. The Idea cellular has

the market share of 9.89 % and it is having a total of 36,269 subscribers.

Name of service provider Percentage Share No.of subscribers

Vodafone 27.28 86765

BSNL 29.98 96417

Airtel 18.79 74562

Idea 9.89 36269

48
Percentage Share

vodafone

BSNL

Airtel

Idea

49
50
 OBJECTIVES OF THE STUDY

Vodafone is one of the leading Telecom service providers and has a

strong subscriber base in the Sultanpur district. Hence , the present study has

been carried on with a view to measure the level of satisfaction derived by

the subscribers of Vodafone network on its various services and to find out

the various factors that influence the a satisfaction derived by the subscribers

of Vodafone in Sultanpur city.

-To know the Vodafone current position in market.

-To make better service provider company Vodafone.

-To know the mind set towards Vodafone.

-To know new opportunities.

-Reducing factor the bad affect the consumer in market.

51
52
 SWOT ANALYSIS

STRENGTHS

Voice clarity
Wide coverage
Flexible Schemes
Good value added services

WEAKNESSES

Higher activation formalities

Unawareness about the Schemes

OPPORTUNITIES

Higher income of the people

Reduction in the TRAI regulations
Popularity of the cellular services

THREATS

Cut throat competition from other competitors

Foreign Entrants

53
54
 RESEARCH METHODOLOGY

The study is based on primary data and the necessary data required for

the study was collected through the Structured Questionnaires. Two hundred

subscribers, both post paid and pre-paid schemes of vodafone network in

Sultanpur city were selected as sample respondents for the study on the basis

of convenient sampling method. In order to find out the factors that

influence the level of satisfaction derived by the respondents on the services

of vodafone network, chi-square test has been employed

55
56
 DISTRIBUTION OF THE SAMPLE RESPONDENTS

The distribution of the sample respondents on the basis of their sex, Age,

Literacy level, Occupational status and monthly family income is presented

in the following tables:

(1)SEX GROUP WISE DISTRIBUTION OF THE SAMPLE

RESPONDENTS:

The sex wise distribution of the sample respondents is given in table-1 and it

reveals that out of 200 respondents, 152 are male respondents (76 %) and 48

respondents (24 %) are female.

Sex group of the respondents No. of respondents Percentage

Male 152 76

Female 48 24

Total 200 100

57
 200

100
Total

No. of respondents
48
24
Female
Percentage
152

76
Male

0 200 400

2) AGE WISE DISTRIBUTION OF THE SAMPLE RESPONDENTS:

The age wise classification of the sample respondents is given the table-2.

Out of 200 respondents, 116 respondents (58 %) belong to young age group

(up to 30 years), 62 respondents (31 %) belong to middle age group

(between 31 years and 45 years) and the remaining 22 respondents (11 %)

belong to old age group (above 45 years).

Age group of respondents No. Of respondents Percentage

Young 116 58

Middle 62 31

Old 22 11

58
Total 200 100

200

100
Total
22
11

Old
62

31

Middle
116

58

Young

0 100 200 300 400

No. Of respondents Percentage

3 ) LITERACY LEVEL WISE DISTRIBUTION OF THE SAMPLE

RESPONDENTS:

The literacy level wise distribution of the sample respondents is given below

I table-3 and it reveals that out of 200 respondents, 26 respondents (13 %)

have been educated up to school level, 66 respondents (33 %) are graduates,

59
60 respondents (30 %) are post graduates, 24 respondents (12 %) are

professional degree holders and the remaining 24 respondents (12 %) belong

to other categories.

Literacy level No. of respondents Percentage

Schooling 26 13

Under Graduate 66 33

Post Graduate 60 30

Professional Degrees 24 12

Others 24 12

Total 200 100

60
 200

100
Total

24 24
12 12 60 66 13
Others

Professional Degrees

30 33
Post Graduate

Under Graduate
26

Schooling

0 200 400

No. of respondents Percentage

4 ) OCCUPATIONAL STATUS WISE DISTRIBUTION OF THE

SAMPLE RESPONDENTS:

The occupation wise distribution of the sample respondents is given in the

table-4 and it reveals that 44 respondents (22 %) belong to employed

category, 28 respondents (14 %) are engaged in business, 26 respondents (13

61
%) are professionals, 22 respondents (11 %) are students and the remaining

28 respondents (14 %) fall under the others category.

Occupation of the respondents No. of respondents Percentage

Employed 44 22

Business 28 24

Profession 26 23

Students 22 11

Others 28 40

Total 200 100

62
 200

100
Total

28
40
Others
22
Students 11
26
23
Profession
28
24

Business
44
22

Employed

0 100 200 300 400

No. of respondents Percentage

5 ) MONTHLY FAMILY INCOMEWISE DISTRIBUTION OF THE

SAMPLE RESPONDENTS:

The distribution of the respondents on the basis of their monthly income is

given in table-5 and it reveals that out of 200 respondents, 58 respondents

(29 %) belong to low income group (up to Rs. 7500 p.m), the monthly

family income for the 94 respondents (47 %) is medium (between Rs.7501

63
p.m to Rs.12500 p.m ), 48 respondents (24 %) fall under high monthly

income category (above Rs.12500 p.m).

Monthly family income No. of respondents Percentage

Low 58 29

Medium 94 47

High 48 24

Total 200 100

200

100

Total
48
24

High
94

47

Medium
58

29

Low

0 100 200 300 400

No. of respondents Percentage

64
 FACTORS INFLUENCING THE SATISFACTION

DERIVED BY THE SAMPLE SUBSCRIBERS

In order to find out the factors that influence the satisfaction derived by

subscribers on the services offered by Vodafone network to them, the

opinion of the subscribers on the various services such as coverage,

provision of value added services, signal clarity, availability of plan options,

call charges, activation foramlities etc., was collected through the structured

interview schedule. The association between the opinion of the respondents

on the above stated factors and the level of satisfaction derived by them on

the services of Vodafone network was tested with the help of chi-square test

and the results of the test are presented in the following tables:

1) SCHEMES OPTED BY THE RESPONDENTS AND

SATISFACTION DERIVED BY THE SUBSCRIBERS:

The distribution of the respondents on the basis of the scheme opted by them

their level of satisfaction towards the services of Vodafone is presented in

Table-6 and it indicates that 158 respondents are the subscribers of Pre-paid

65
schemes (79 %) and the remaining 42 respondents (21 %) are the subscribers

of the Post-paid schemes.

Level of satisfaction

Low Medium High

Scheme Total

Pre-paid 22 (18.96) 78 (82.16) 58 (56.88) 158

Post-paid 2 (5.04) 26 (21.84) 14 (15.12) 42

Total 24 104 72 200

Null Hypothesis: The association between the schemes opted by the

respondents and their level of satisfaction towards the services of Vodafone

is not significant.

66
Analysis: Table-6 reveals that the sample respondents (79 %) are the

subscribers of the Pre-paid schemes. As the calculated chi-square value

(3.43) is less than the table value (5.991) at 5 % level of significance for 2

458

200
42
Total
72
0
104
0
24

Level of satisfaction
0

0 500 1000

Pre-paid Post-paid Total

degrees of freedom, the null hypothesis is accepted and it can be concluded

that the association between the scheme opted by the respondents and their

level of satisfaction towards the services of Vodafone network is not

significant.

2) OPINION ON COVERAGE AND SATISFACTION DERIVED BY

THE SUBSCRIBERS:

The distribution of the respondents on the basis of their opinion on the

coverage of Vodafone network is presented in Table-7 and it reveals that 78

67
respondents (39 %) opined that the coverage is excellent, 72 respondents (36

%) the same is good. 10 respondents (5 %) opined that the coverage is

moderate and 42 respondents (20 %) opined that the coverage is poor.

Opinion on Level of satisfaction Total

coverage Low Medium High

Excellent 9 (9.36) 46 (40.56) 26 (28.08) 78

Good 7 (8.64) 37 (37.44) 28 (25.92) 72

Moderate 4 (1.20) 2 (5.20) 4 (3.60) 10

Poor 4 (4.80) 19 (20.80) 14 (14.40) 40

Total 24 104 72 200

68
Null Hypothesis: The association between the opinion of the respondents on

the coverage of Vodafone network and the level of satisfaction derived by

them is not significant.

Analysis: Table 7 reveals that the majority of respondents (39 %) opined

that the coverage of Vodafone network is excellent. As calculated chi-square

value (11.45) is less than the table value (12.592) at 5 % level of

significance for 6 degrees of freedom, the null hypothesis is accepted and it

would be concluded that the association between the opinion of the

respondents on the coverage of Vodafone network and their level of

satisfaction towards the services of Vodafone is not significant.

69
3 ) OPINION ON VALUE ADDEDSERVICES AND SATISFACTION
DERIVED BY THE SUBSCRIBERS

Value Added Level Of Satisafction Total

Services Low Medium High

Inadequate 6 (4.84) 20 (20.80) 14 (14.40) 40

Adequate 6 (6.24) 24 (27.04) 22 (16.72) 52

Plenty 12 (12.96) 60 (56.64) 36 (38.88) 108

Total 24 104 72 200

70
3 ) OPINION ON VALUE ADDEDSERVICES AND SATISFACTION

DERIVED BY THE SUBSCRIBERS

Value Added Level Of Satisafction Total

Services Low Medium High

Inadequate 6 (4.84) 20 (20.80) 14 (14.40) 40

Adequate 6 (6.24) 24 (27.04) 22 (16.72) 52

Plenty 12 (12.96) 60 (56.64) 36 (38.88) 108

Total 24 104 72 200

71
 250
200 Level Of
Satisafction
150
100
50
0

at
e
at
e
nt
y t al Total
u u l e To
deq deq P
a A
In

Null Hypothesis :The association between the opinion of the respondents on

the value added services offerd by Vodafone and the level of satisfaction

derived by them is not significant.

Analysis : Table-8 reveals that majority of the sample respondents (54 %)

opined that Vodafone offers plenty of value added services. As calculated

chi-square value (1.81) is less than the table value (9.88) at 5 % level of

significance for 4 degrees of freedom, the null hypothesis is accepted and

coul be concluded that the association is not significant.

72
4 ) OPINION ON SIGNAL CLARITY AND SATISFACTION DERIVED

BY THE SUBSCRIBERS

Signal Level of satisfaction Total

Clarity Low Medium High

Not Clear 8 (6.96) 26 (30.16) 24 (20.88) 58

Clear 6 (3.60) 20 (15.60) 4 (10.80) 30

Very Clear 10 (13.44) 58 (58.24) 44 (40.32) 112

Total 24 104 74 200

250
200 Level of
150 satisfaction
100 Total
50
0

ear e ar ea
r
t al
tC
l Cl
C
l To
y
No Ve
r

73
Null Hypothesis :The association between the opinion of the respondents on

the clarity of signal of Vodafone and the level of satisfaction derived by

them is not significant.

Analysis : Table-9 reveals that majority of the sample respondents (59 %)

opined that the signal is very clear. As calculated chi-square value (9.54) is

greater than the table value (9.488) at 5 % level of significance for 4 degrees

of freedom, the null hypothesis is rejected and could be concluded that the

association is significant.

5 ) PLAN OPTIONS AND SATISFACTION DERIVED BY THE SUBSCRIBERS

Plan options Level of satisfaction Total

Low Medium High
Inadequate 4 (3.84) 22 (16.64) 6 (11.52) 32

Convenient 6 (5.52) 28 (23.92) 12 (16.56) 48

More 14 (14.64) 54 (63.44) 54 (43.92) 122

convenient
Total 24 104 72 200

74
 250
200 Level of
150 satisfaction
100 Total
50
0

ate i ent i ent ta

l
u o
eq ven v en T
ad n n
In Co co
e
or
M

Null Hypothesis :The association between the opinion of the respondents on

the plan options offered by Vodafone and the level of satisfaction derived

by them is not significant.

Analysis : Table-10 reveals that majority of the sample respondents (61 %)

opined that the plan options offered by Vodafone is extremely convenient.

As calculated chi-square value (10.12) is greater than the table value (9.488)

at 5 % level of significance for 4 degrees of freedom, the null hypothesis is

rejected and could be concluded that the association is significant.

75
6 ) OPINION ON CALL CHARGES AND SATISFACTION DERIVED

BY THE SUBSCRIBERS

Call charges Level of satisfaction Total

Low Medium

High

Low 4 (2.88) 11 (12.48) 9 (8.64) 24

Moderate 13 (18.24) 80 (79.04) 59 (54.72) 152

High 7 (2.88) 13 (12.48) 4 (8.64) 24

Total 24 104 72 200

250
200 Level of
150 satisfaction
100 Total
50
0
w at
e g h t al
Lo e r Hi To
od
M

76
Null Hypothesis: The association between the opinion of the respondents

on call charges and the level of satisfaction derived by them is not

significant.

Analysis : Table-11 reveals that majority of the sample respondents (72 %)

opined that the call charges are moderate in Vodafone. As calculated chi-

square value (10.89) is greater than the table value (9.488) at 5 % level of

significance for 4 degrees of freedom, the null hypothesis is rejected and

could be concluded that the association is significant.

7 ) ACTIVATION FORMALITIES AND SATISFACTION DERIVED BY THE

SUBSCRIBERS

Activation Level of satisfaction Total

Formalities
Low Medium High

Complicated 10 (6.24) 32 (27.04) 10 (18.72) 52

Normal 4 (4.80) 24 (20.80) 12 (14.40) 40

Simple 10 (12.96) 48 (56.16) 50 (38.88) 108

Total 24 104 72 200

77
 250
200
150
100 Level of
satisfaction
50
0 Total

t ed al p le t al
m To
l ica Nor S im
o mp
C

Null Hypothesis: The association between the opinion of the respondents

on the activation formalities and the level of satisfaction derived by them is

not significant.

Analysis:Table-12 reveals that majority of the sample respondents (54 %)

opined that the activation formalities in Vodafone is simple. As calculated

chi-square value (13.31) is greater than the table value (9.488) at 5 % level

of significance for 4 degrees of freedom, the null hypothesis is rejected and

could be concluded that the association is significant.

78
79
 SUGGESTIONS

In order to improve the satisfaction derived the subscribers of Vodafone

network in Sultanpur, further the following suggestions have been offered:

1) Increasing the number of towers in the city will result in providing a

wider and clearer coverage to the subscribers and eventually increase

the level of satisfaction among the subscribers.

2) The subscribers of the Vodafone network feel that the collection

boxes provided for the purpose of remitting the bill inadequate in

numbers and hence it is advised to provide additional collection boxes

at various important places in the city facilitate the customers for the

easy remittance of their bill amount.

3) The subscribers who have opted for the pre-paid schemes feel that the

validity time for their pre-paid cards is short and hence their level of

satisfaction can be improved by considerably extending the validity

period of the pre-paid cards.

4) As the people from all walks of life have been using the mobile

phones, Vodafone can go for introduction of new, attractive and

80
 innovative schemes under the pre-paid options. This will result in

increasing the number of new subscribers and retain the existing

subscribers.

5) The benefits like full talk time offers, extended validity of the cards

e.t.c., for the pre-paid subscribers are sometimes available for those

subscribers who do recharge through easy charge and not available for

those subscribers who are recharging through paper coupons. Hence,

the same should also be made available to the subscribers who

recharge their mobiles using paper coupons and who donot have

access towards the easy charge. This will improve the level of

satisfaction among all the pre-paid scheme users.

6) The level of the satisfaction derived by the users of Vodafone network

can further be improved by way of increasing the number of value

added services of Vodafone network.

81
82
 CONCLUSION

Vodafone network is one of the leading service providers in the

Sultanpur city. The study revealed that the level of satisfaction derived by

the subscribers of Vodafone subscribers in the city and the factors

influence the same.

The study also offered some constructive suggestions for improving

satisfaction of the subscribers. As there is a steady increase in the mobile

phone users, the improvement in the quality of the services of this

network will attract more new subscribers and would help to retain the

existing subscribers in the future competitive market.

83
 BIBLIOGRAPHY

The data was collected through the reference of the following given

below:

Philip kotler Marketing Management

C.R.Kothari Research Methodology

ICFAI

Indian journal of Marketing

Websites

www.google.com

www.yahoo.com

www.vodafone.co.in

84
 QUESTIONNAIRE

General Questions:

1. Name of the

respondent__________________________________

2. Sex of the respondent Male Female

3. Age of the respondents Young Middle

Old

4. Educational

qualification__________________________________

5. Occupation

__________________________________

6. Monthly family income

__________________________________

Research Specific Questions:

1. Scheme opted by opted by you Pred-paid Post

paid

2. Whats your view on the network coverage of Vodafone?

85
 Excellent Good Moderate Poor

3. Value added services

Inadequate Adequate Plenty

4. Signal Clarity

Not clear Clear Very clear

5. Plans available

Inadequate Convenient More convenient

6. Call charges

Low Moderate High

7. Activation formalities

Complicated Normal Simple

86