BANSHI COLLEGE OF MANAGEMENT & TECHNOLOGY

BITHOOR KANPUR

A PROJECT REPORT ON

“CUSTOMER SATISFACTION LOYALTY

IN TELECOMMUNICATION
INDUSTRY”

Submitted in Partial fulfillment of the requirement

For the award of degree of
MASTER OF BUISNESS ADMINISTRATION

SUBMITTED TO SUBMITTED BY

MR. VISHAL UPADHYAY PINKI GAUTAM

(ASSISTANT PROFESSOR) Roll No. 1558470032

Batch (2015-17)
 ACKNOWLEDGEMENT

With immense pleasure, I would like to present this project report of

CUSTOMER SATISFACTION LOYALTY IN TELECOMMUNICATION
INDUSTRY. It has been an enriching experience for me to undergo my
summer training at VODAFONE, which would not have possible without
the goodwill and support of the people around. As a student of BANSHI
COLLEGE OF MANAGEMENT & TECHNOLOGY. I would like to express
my sincere thanks to all those who helped me during my practical training
programme.

Words are insufficient to express my gratitude towards Mr. M.J Kapoor the
Senior- General Manager (HR & I T) of Vodafone.. I would like to give my
heartily thanks to Mr. VISHAL UPADHYAY, Faculty guide, who helped
me at every step whenever needed, for having spared his valuable time with
me and for all the guidance given in executing the project as per
requirements.

At last but not least my grateful thanks are also extended to all my faculty
members for the proper guidance and assistance extended by them. I am
also grateful to my parents, friends to encourage & giving me moral support.

PINKI GAUTAM
 PREFACE

A professional course in (MASTER OF BUSINESS ADMINISTRATION) is

incomplete unless the theoretical knowledge acquired in the class room is backed

up by practical exposure, as theories alone do not give perfection to any discipline.

The gap between theory and practiced is bridged by the Project training, which has

been an integral part of the syllabus.

This Present Project report is an image of what I have done and observed during

my research project in HR Policies.

I was assigned a project “CUSTOMER SATISFACTION LOYALTY IN

TELECOMMUNICATION INDUSTRY” This report is the result of the work
done during the training period...
I have tried my level best to be as a systematic as possible and to avoid any sort of

biases.
 STUDENT DECLARATION

I, Pinki Gautam, student of M.B.A Final Year at Banshi College of Management &

Technology of hereby declare that the Project work entitled. A study on the

“CUSTOMER SATISFACTION LOYALTY IN TELECOMMUNICATION

INDUSTRY” is compiled and submitted under the guidance of Mr. Vishal

Upadhyay. This is my original work.

Whatever information furnished in this project report is true to the best of my

knowledge.

PINKI GAUTAM
MBA- IVth SEM.
Roll No: - 1558470032
 TABLE OF CONTENT``

CHAPTER 1 :: INTRODUCTION

 Industry Profile
 Introduction to the Telecom Industry in India
 Major Players
 Vodafone History
 Company Profile

CHAPTER 2 :: LITERATURE REVIEW

 Introduction
 Executive Committee
 Business Principles
 Subscribe Base
 Ports and Related Services
 Property and Hotels
 Retail
 Telecommunication
 Awards and Recognition
 Products and Services
 Technology
 Product Profile
CHAPTER 3 :: RESEARCH METHODOLOGY

 Research Objectives
 Research Theory
 Types of Data and Methods of Data Collection
 Research Design
 Sampling

CHAPTER 4:: ANALYSIS OF DATA

CHAPTER 5:: FINDINGS

CHAPTER 6:: RECMONDATION

CHAPTER 7:: CONCLUSION

CHAPTER 8:: BIBLIOGRAPHY

CHAPTER 9:: APENDIX

 QUESTIONNAIRE