Factors Affecting The Selection of Mobile Phone Network Service Providers

STATISTICS FOR MANAGEMENT
MINI PROJECT
INDUSTRIAL KIDILAMS
A STUDY ON FACTORS AFFECTING THE SELECTION OF
MOBILE PHONE NETWORK SERVICE PROVIDERS
Mini Project Report
Submitted by
INDUSTRIAL KIDILAMS
Kailas Sree Chandran (M100447ME)
Shibin K T (M100455ME)
Shajid P P (M100465ME)
Department of Mechanical Engineering
NATIONAL INSTITUTE OF TECHNOLOGY CALICUT

April 2011
ABSTRACT
Mobile phone service provider markets are one of the most unstable market atmospheres,
now a day due to increased competition and change in the market. Thus, the growing
concern requires the marketers to strictly look at customer buying decision and satisfying
process and more focus on the factors such as Prices, Perceived quality, Perceived
sacrifice, Perceived value, and Purchase intention that subsequently determine willingness
to purchase between different mobile phones and networks. On this basis, this research
deals with consumers’ sacrifice and willingness to purchase criteria in mobile phone service
providers markets by studying factors that influence customer perceived value and satisfying
intention to acquire new mobile phones on one hand and factors that influence on mobile
network change on the other hand. It was found that although the willingness to measure
satisfaction by customer on mobile service providers is a subjective choice situation, there
are some general factors that seem to guide the willingness to buy. The study shows that
while technical problems are the basic reason to change mobile phone & network among
consumers, prices, brands, interface, and properties are the influential factors affecting the
actual choice among brands. Overall profiling of customer is also done to find out the
requirement of customers. In addition, the results show customers sensitively emphasize on
prices but sacrifice and also less willing to purchase mobile phone & satisfying. Accordingly,
it is useful to consider the age, gender, income, and education of consumer’s to predict
consumer satisfaction more precisely.
CONTENTS
1. Introduction
1.1. Customer Satisfaction
1.2. Skills Of Marketers
1.3. Method to measure Customer Satisfaction
1.4. Introduction to Telecom Industry
1.5. Market Share Of Public And Private Industry
1.6. The Global Cellular Mobile Industry
1.7. History of Indian Telecommunications
1.8. Recent developments in India
1.9. Introduction on SPSS
2. Company Profile
2.1. AirCel
2.2. AirTel
2.3. BSNL
2.4. Idea
2.5. Reliance Communications
2.6. TATA Docomo
2.7. Uninor
2.8. Vodafone
3. Literature Review
4. Research Methodology
5. Research Objectives & Limitations
6. Collected Data
7. Data Analysis
7.1. Cross-Tabulation
7.1.1. Monthly Income and Monthly Expense for Mobile
7.1.2. Frequency of changing the SIM and Monthly Income
7.2. Chi Square Tests

7.2.1. Age and Impact of Celebrities
7.2.2. Monthly income and Monthly Expense
7.2.3. Usage of SIM and Tariff Scheme.
7.3. Correlation
7.3.1. Correlation between Monthly expenditure and Age
7.3.2. Correlation between Minutes Per Day And Age
7.3.3. Correlation between SMS per day and Age
7.3.4. Correlation between Tariff preference and Age
7.4. ANOVA
7.4.1. Monthly Expenditure and Monthly Income
8. Summary
9. Conclusion
Reference
Appendix
i. SPSS Variable View

ii. Questionnaire
Factors affecting the selection of Mobile Phone Network Service Providers Mini Project
SECTION 1
INTRODUCTION
1.1. CUSTOMER SATISFACTION
According to Philip Kotler, “satisfaction is a person’s feelings of pressure or disappointment

resulting from product’s perceived performance (outcome) in relation to his or her
expectations. Customer satisfaction is the level of a person’s felt state resulting from
comparing a product’s perceived performance (outcome) in relation to the person’s
expectations”.
This satisfaction level is a function of difference between perceived performance and

expectations. If the product’s performance, exceed expectation the customer highly satisfied
or delighted. If the performance matches the expectations the customer is satisfied. If the
products performance fall shorts of expectations the customer is dissatisfied.
1 Many companies are aiming for high satisfaction because customers who are just
satisfied still find it easy to switch when a better offer comes along. High satisfaction or
delight creates an emotional affinity with brand.
2 Variety of factors that affect customer satisfaction includes product quality, product
availability and after sales support such as warranties and services. Customer
satisfaction is seen as a proof of delivering a quality product or service. It is believed
that customer satisfaction brings sales growth, and market share. A company can
always increase customer satisfaction by lowering its price or increasing its services but
this may result in lower profits. Thus the purpose of marketing is to generate customer
value profitability.
3 India is on the threshold of a new millennium. India chose for global economy, exposing
her to winds of change in the market place, which has expanded vastly and become
fiercely competitive. In the changed environment, decision makers view the marketing
concept as the key to success. Marketing in practice has to manage products, pricing,
promotion and distribution.
4 A successful product can be developed by exploding these opportunities. While

delivering the value of the consumer we make use of marketing support. This support is
based on the knowledge of consumers and distribution. Marketing support both at the
introduction of products and maturing is considered
1
5 Marketing, as suggested by the American Marketing Association is "an organizational

Page
function and a set of processes for creating, communicating and delivering value to
National Institute of Technology Calicut

customers and for managing customer relationships in ways that benefit the
organization and its stakeholders".
6 The two major factors of marketing are the recruitment of new customers (acquisition)
and the retention and expansion of relationships with existing customers (base
management). Marketing methods are informed by many of the social, particularly
psychology, sociology, and economics. Anthropology is also a small, but growing,
influence. Market research underpins these activities. Through advertising, it is also
related to many of the creative arts.
7 For a marketing plan to be successful, the mix of the four "Ps"1 i.e. product, price, place,
promotion must reflect the wants and desires of the consumers in the target market.
Trying to convince a market segment to buy something they don't want is extremely
expensive and seldom successful. Marketers depend on marketing research, both
formal and informal, to determine what consumers want and what they are willing to pay
for. Marketers hope that this process will give them a sustainable competitive
advantage. Marketing management is the practical application of this process. The offer
is also an important addition to the 4P's theory.
1.2. SKILLS OF MARKETERS
Marketers have 4 main skill sets that they bring to an enterprise:
1) Opportunity Identification: Marketing begins before there is a product to sell. Many
people think marketing is just selling whatever comes out of the manufacturing plant. It's the
job of marketing to decide WHAT comes out of the manufacturing plant in the first place.
Before a business can make money there must be opportunities for money to be made and
it's marketing's job to define what those opportunities are. Marketers analyze markets,
market gaps, trends, products, competition, and distribution channels to come up with
opportunities to make money.
2) Competitive strategy/positioning: Markets consist of groups of competitors competing

for a customer's business. The job of marketing is to decide how to create a defensible
sustainable competitive advantage against competitors. Marketers conceive strategies,
tactics, and business models to make it hard if not impossible for competition to take away
customers from their business.
2
Page

3) Demand generation/management: It's the job of marketing to create and sustain

demand for a company's products. Marketers manage demand for a company's products by
influencing the probability and frequency of their customer's purchase behavior.
4) Sales: The ultimate goal of marketing is to make money for a business. In most
company’s sales is a different discipline and department from marketing. But in order for
salespeople to have any long term success in a company they must be led by marketing.
The better job a company does of identifying opportunities, creating a differential sustainable
competitive advantage, and generating demand for their products the easier it will be for
salespeople to make sales.
1.3. METHOD TO MEASURE CUSTOMER SATISFACTION
Companies use the following methods to measure customer satisfaction.
1) Complaints and suggestion system: companies obtaining complaints through their

customer service centres, and further suggestions were given by customers to satisfy their
desires.
2) Customer satisfaction surveys: Responsive companies obtain a direct measure of

customer satisfaction by periodic surveys. They send questionnaires to random sample of
their customers to find out how they feel about various aspects of the company’s
performance and also solicit views on their competitor’s performance. It is useful to measure
the customer’s willingness to recommend the company and brand to other persons.
3) Lost Customer Analysis: Companies should contact customers who have stopped
buying or who have switched to another supplier to learn why this happened.
4) Consumer Behavior Vs Consumption Behavior: Consumer behavior refers to the

manner in which an individual reaches decision related to the selection, purchases and use
of goods and services. Walters and Paul says that, consumer behavior is the process
whereby the individuals decide what, when, how and from whom to purchase goods &
services.
Consumer behavior relates to an individual person (Micro behavior) whereas consumption

behavior relates to and to the mass or aggregate of individuals (Macro behavior) consumers
behavior as a study focuses on the decision process of the individual consumer or
consuming unit such as the family.
In contrast the consumption behavior as a study is to do with the explanation of the behavior
of the aggregate of consumers or the consuming unit. Consumer is a pivot, around which the
3
Page

entire system of marketing revolves. The study of buyer behavior is one of the most
important keys to successful mark.
1.4. INTRODUCTION TO TELECOM INDUSTRY
The Indian Telecommunications network with 110.01 million connections is the fifth largest in
the world and the second largest among the emerging economies of Asia. Today, it is the
fastest growing market in the world and represents unique opportunities for U.S. companies
in the stagnant global scenario. The total subscriber base, which has grown by 40% in 2005,
is expected to reach 250 million in 2007. According to Broadband Policy 2004, Government
of India aims at 9 million broadband connections and 18 million internet connections by
2007. The wireless subscriber base has jumped from 33.69 million in 2004 to 62.57 million in
FY2004- 2005. In the last 3 years, two out of every three new telephone subscribers were
wireless subscribers. Consequently, wireless now accounts for 54.6% of the total telephone
subscriber base, as compared to only 40% in 2003. Wireless subscriber growth is expected
to bypass 2.5 million new subscribers per month by 2007. The wireless technologies
currently in use are Global System for Mobile Communications (GSM) and Code Division
Multiple Access (CDMA). There are primarily 9 GSM and 5 CDMA operators providing
mobile services in 19 telecom circles and 4 metro cities, covering 2000 towns across the
country.
A large population, low telephony penetration levels, and a rise in consumers' income and
spending owing to strong economic growth have helped make India the fastest-growing
telecom market in the world. The first and largest operator is the state-owned incumbent
BSNL, which is also the 7th largest telecom company in the world in terms of its number of
subscribers. BSNL was created by corporatization. while DTS (Department of
Telecommunication Services), a government unit responsible for provision of telephony
services. Subsequently, after the telecommunication policies were revised to allow private
operators, companies such as Bharti Telecom, TATA Indicom, Vodafone, MTNL, Idea,
Vodafone and BPL have entered the space. Major operators in India. However, rural India
still lacks strong infrastructure.
The total number of telephones in the country crossed the 300 million mark on June 18
2008The overall tele-density has increased to 36.98% in March 2009 .In the wireless
segment, 15.87 million subscribers have been added in March 2009. The total wireless
subscribers (GSM, CDMA & WLL (F)) base is more than 391.76 million now. The wire line
4
segment subscriber base stood at 38.22 million with a decline of 0.13 million in October
Page
2008.

1.5. MARKET SHARE OF PUBLIC AND PRIVATE INDUSTRY
The fixed line and mobile segments serve the basic needs of local calls, long distance calls
and the international calls, with the provision of broadband services in the fixed line segment
and GPRS in the mobile arena. Traditional telephones have been replaced by the codeless
and the wireless instruments. Mobile phone providers have also come up with GPRS-
enabled multimedia messaging, Internet surfing, and mobile-commerce. The much-awaited
3G mobile technology is soon going to enter the Indian telecom market. The GSM, CDMA,
WLL service providers are all upgrading them to provide 3G mobile services. Along with
improvement in telecom services, there is also an improvement in manufacturing. In the
beginning, there were only the Siemens handsets in India but now a whole series of new
handsets, such as Nokia's latest N-series, Sony Ericsson's W-series, Motorola's PDA
phones, etc. have come up.
Touch screen and advanced technological handsets are gaining popularity. Radio services
have also been incorporated in the mobile handsets, along with other applications like high
storage memory, multimedia applications, multimedia games, MP3 Players, video
generators, Camera's, etc. The value added services provided by the mobile service
operators contribute more than 10% of the total revenue.
1.6. THE GLOBAL CELLULAR MOBILE INDUSTRY
Earnings visibility: Earnings growth is being driven by improving pricing conditions,

stabilizing operating trends, aggressive cost cutting initiatives, a positive regulatory
environment, strong wireless growth, and new market opportunities. This has translated into
greater visibility of forward earnings as evidenced by recent increased analyst upgrades
within the sector.
Merger synergies: Given the substantial amount of excess capital available in the sector
and in private equity we expect to see additional merger and acquisition activity, albeit at a
slower pace than recently witnessed. Global telecom M&A deals over the past two years
have reflected market expansion but have also had a positive effect on the buyers’ balance
sheets. Partnering companies have begun realizing their synergies through cost reductions
and economies of scale. In the US, the largest three companies now account for over 70%
of the sector market cap; this compares to 34% in 1990. Trends in bundled services are also
paving the way for additional M&A activity. Sector consolidation will further increase the
importance of stock selection.
5
Page

Growth: While cost-cutting has been a major source of earnings growth, we have seen top-
line pressures decreasing which will help revenues become a larger driver of earnings
growth again. We see growth within the sector coming from a number of areas including:
broadband, 3G (third generation) technology, expansion in emerging markets. Broadband
penetration has been accelerating as internet customers are seeking faster downloads for
audio and video files. 3G services, which facilitate the simultaneous transfer of both voice
and non-voice (i.e. video, downloads, SMS, etc.) data are providing mobile users with a
much more robust communication platform and should finally begin to realize their growth
potential in 2007. Emerging market companies benefit from low penetration rates and also
tend to have lower leverage, higher margins and higher growth than most developed
markets telecom companies.
Global opportunities: It has become less difficult to find attractive telecom investment
opportunities globally than it was a year ago. As the fog has lifted from the sector, there are
increased opportunities within both the growth and value spaces.
Telecom Industry in India

 The telecom industry is one of the fastest growing industries in India. India has
nearly200 million telephone lines making it the third largest network in the world after
China and USA.
 With a growth rate of 45%, Indian telecom industry has the highest growth rate in
the8world.
 Much of the growth in Asia Pacific Wireless Telecommunication Market is spurred by
the growth in demand in countries like India and China.
 India‘s mobile phone subscriber base is growing at a rate of 82.2%.
 China is the biggest market in Asia Pacific with a subscriber base of 48% of the total
subscribers in Asia Pacific.
 Compared to that India’s share in Asia Pacific Mobile Phone market is 6.4%.
 Considering the fact that India and China have almost comparable populations, India’
slow mobile penetration offers huge scope for growth.
1.7. HISTORY OF INDIAN TELECOMMUNICATIONS
It was Started in 1851 ,when the first operational land lines were laid by the government near
Calcutta (seat of British power). Telephone services were introduced in India in 1881. In
1883 telephone services were emerged with the postal system. Indian Radio Telegraph
6
Company (IRT) was formed in 1923. After independence in 1947, all the foreign
Page
telecommunication companies were nationalized to form the Posts, Telephone and

Telegraph (PTT), a monopoly run by the government's Ministry . Telecom sector was
considered as a strategic service and the government considered it best to bring under
state's control. The first wind of reforms in telecommunications sector began to flow in 1980s
when the private sector was allowed in telecommunications equipment manufacturing. In
1985, Department of
Telecommunications (DOT) was established. It was an exclusive provider of domestic and
long distance service that would be its own regulator (separate from the postal system). In
1986, two wholly government-owned companies were created: the Videsh Sanchar Nigam
Limited (VSNL) for international telecommunications and Mahanagar Telephone Nigam
Limited (MTNL) for service in metropolitan areas.
In 1990s, telecommunications sector benefited from the general opening up of the economy.
Also, examples of telecom revolution in many other countries, which resulted in better quality
of service and lower tariffs, led Indian policy makers to initiate a change process finally
resulting in opening up of telecom services sector for the private sector. National Telecom
Policy(NTP) 1994 was the first attempt to give a comprehensive roadmap for the Indian
telecommunications sector.
In 1997, Telecom Regulatory Authority of India (TRAI) was created. TRAI was formed to act
as a regulator to facilitate the growth of the telecom sector.. Telecommunication sector in
India can be divided into two segments: Fixed Service Provider (FSPs), and Cellular
Services. Fixed line services consist of basic services, national or domestic long distance
and international long distance services. The state operators (BSNL and MTNL), account for
almost 90 per cent of revenues from basic services. Private sector services are presently
available in selective urban areas, and collectively account .Global System for Mobile
Communications (GSM) and Code Division Multiple Access (CDMA). The GSM sector is
dominated by Airtel, Vodfone-Essar, and Idea Cellular, while the CDMA sector is dominated
by Reliance and Tata Indicom. Opening up of international and domestic long distance
telephony services are the major growth drivers for cellular industry. Cellular he tariffs on
airtime, which along with rental was the main source of revenue. The reduction in tariffs for
airtime, national long distance, international long distance, and handset prices has driven
demand.
7
Page

1.8. RECENT DEVELOPMENTS IN INDIA
1) Mobile Number Portability (MNP): TRAI announced the rules and regulations to be
followed for the Mobile Number Portability in their draft release on 23 September 2009.
Mobile Number Portability (MNP) allows users to retain their numbers, while shifting to a
different service provider provided they follow the guidelines set by TRAI. Once a customer
changes his/her service provider & retaining the same mobile number they are expected to
hold the mobile number with a given provider for at least 90 days, before they decide to
move to another service provider. This restriction is set in place to keep a check on
exploitation of MNP services provided by the service providers.
As per news reports, Government of India decided to implement MNP from December 31,
2009 in Metros & category ‘A’ service areas and by March 20, 2010 in rest of the country.
It has been postponed to March 31, 2010 in Metros & category 'A' service areas. However,
time and time again, lobbying by the state-run firms, BSNL and MTNL has resulted in
innumerable delays in the implementation of Mobile Number portability. The latest reports
suggest BSNL and MTNL are finally ready to implement the Mobile Number Portability by
October 31, 2010.
A press release by the Department of Telecommunications on 30 June 2010 said "Keeping

the complexity and enormity of the testing involved before MNP is implemented and keeping
in view the present status of implementation by various operators, it has now been decided
to extend the time line for implementation of MNP to 31st October 2010."
A news report on 25 November 2010 said Mobile Number Portability (MNP) was finally
launched in Haryana. The MNP service inaugurate by the Union Minister of Communications
& IT Mr. Kapil Sibal by making the inaugural call to Shri Bhupindrer Singh Hooda, the Chief
Minister of Haryana from a ported mobile number in function held at Rohtak city. Another
news report said it will be implemented across India on January 20, 2011. Even as DoT has
recommended a porting fee of Rs. 19, some operators such as Idea Cellular may consider
waiving off the porting charges
2) Next generation networks: In the Next Generation Networks, multiple access

networks can connect customers to a core network based on IP technology. These access
networks include fibre optics or coaxial cable networks connected to fixed locations or
customers connected through Wi-Fi as well as to 3G networks connected to mobile users.
8
As a result, in the future, it would be impossible to identify whether the next generation
Page
network is a fixed or mobile network and the wireless access broadband would be used both

for fixed and mobile services. It would then be futile to differentiate between fixed and mobile
networks – both fixed and mobile users will access services through a single core network.
Indian telecom networks are not so intensive as developed country’s telecom networks and
India's teledensity is low only in rural areas. 670,000 route kilometers (419,000 miles) of
optical fibres has been laid in India by the major operators, even in remote areas and the
process continues. BSNL alone, has laid optical fibre to 30,000 Telephone Exchanges out of
their 36 Exchanges. Keeping in mind the viability of providing services in rural areas, an
attractive solution appears to be one which offers multiple service facility at low costs. A rural
network based on the extensive optical fibre network, using Internet Protocol and offering a
variety of services and the availability of open platforms for service development, viz. the
Next Generation Network, appears to be an attractive proposition. Fibre network can be
easily converted to Next Generation network and then used for delivering multiple services
at cheap cost.
1.9. Introduction on SPSS
SPSS (originally, Statistical Package for the Social Sciences) was released in its first version
in 1968 after being developed by Norman H. Nie and C. Hadlai Hull. Norman Nie was then a
political science postgraduate at Stanford University, and now Research Professor in the
Department of Political Science at Stanford and Professor Emeritus of Political Science at
the University of Chicago SPSS is among the most widely used programs for statistical
analysis in social science. It is used by market researchers, health researchers, survey
companies, government, education researchers, marketing organizations and others. The
original SPSS manual (Nie, Bent & Hull, 1970) has been described as one of "sociology's
most influential books". In addition to statistical analysis, data management (case selection,
file reshaping, creating derived data) and data documentation (a metadata dictionary is
stored in the datafile) are features of the base software.
Statistics included in the base software:
 Descriptive statistics: Cross tabulation, Frequencies, Descriptives, Explore, Descriptive

Ratio Statistics
 Bivariate statistics: Means, t-test, ANOVA, Correlation (bivariate, partial, distances),
Nonparametric tests
 Prediction for numerical outcomes: Linear regression
 Prediction for identifying groups: Factor analysis, cluster analysis (two-step, K-means,
9
Page
hierarchical), Discriminant

The many features of SPSS are accessible via pull-down menus or can be programmed with
a proprietary 4GL command syntax language. Command syntax programming has the
benefits of reproducibility; simplifying repetitive tasks; and handling complex data
manipulations and analyses. Additionally, some complex applications can only be
programmed in syntax and are not accessible through the menu structure. The pull-down
menu interface also generates command syntax, this can be displayed in the output though
the default settings have to be changed to make the syntax visible to the user; or can be
pasted into a syntax file using the "paste" button present in each menu. Programs can be
run interactively, or unattended using the supplied Production Job Facility. Additionally a
"macro" language can be used to write command language subroutines and a Python
programmability extension can access the information in the data dictionary and data and
dynamically build command syntax programs. The Python programmability extension,
introduced in SPSS 14, replaced the less functional SAX Basic "scripts" for most purposes,
although SaxBasic remains available. In addition, the Python extension allows SPSS to run
any of the statistics in the free software package R. From version 14 onwards SPSS can be
driven externally by a Python or a VB.NET program using supplied "plug-ins".
SPSS places constraints on internal file structure, data types, data processing and matching
files, which together considerably simplify programming. SPSS datasets have a 2-
dimensional table structure where the rows typically represent cases (such as individuals or
households) and the columns represent measurements (such as age, sex or household
income). Only 2 data types are defined: numeric and text (or "string"). All data processing
occurs sequentially case-by-case through the file. Files can be matched one-to-one and one-
to-many, but not many-to-many.
The graphical user interface has two views which can be toggled by clicking on one of the
two tabs in the bottom left of the SPSS window. The 'Data View' shows a spreadsheet view
of the cases (rows) and variables (columns). Unlike spreadsheets, the data cells can only
contain numbers or text and formulas cannot be stored in these cells. The 'Variable View'
displays the metadata dictionary where each row represents a variable and shows the
variable name, variable label, value label(s), print width, measurement type and a variety of
other characteristics. Cells in both views can be manually edited, defining the file structure
and allowing data entry without using command syntax. This may be sufficient for small
datasets. Larger datasets such as statistical surveys are more often created in data entry
software, or entered during computer-assisted personal interviewing, by scanning and using
10
optical character recognition and optical mark recognition software, or by direct capture from
online questionnaires. These datasets are then read into SPSS.
Page

SPSS can read and write data from ASCII text files (including hierarchical files), other
statistics packages, spreadsheets and databases. SPSS can read and write to external
relational database tables via ODBC and SQL.
Statistical output is to a proprietary file format (*.spv file, supporting pivot tables) for which, in
addition to the in-package viewer, a stand-alone reader can be downloaded. The proprietary
output can be exported to text or Microsoft Word. Alternatively, output can be captured as
data (using the OMS command), as text, tab-delimited text, PDF, XLS, HTML, XML, SPSS
dataset or a variety of graphic image formats (JPEG, PNG, BMP and EMF).
Add-on modules provide additional capabilities. The available modules are:
 SPSS Programmability Extension (added in version 14). Allows Python, R, and .NET
programming control of SPSS.
 SPSS Data Validation (added in version 14). Allows programming of logical checks and
reporting of suspicious values.
 SPSS Regression Models - Logistic regression, ordinal regression, multinomial logistic
regression, and mixed models.
 SPSS Advanced Models - Multivariate GLM and repeated measures ANOVA (removed
from base system in version 14).
 SPSS Classification Trees. Creates classification and decision trees for identifying
groups and predicting behaviour.
 SPSS Tables. Allows user-defined control of output for reports.
 SPSS Exact Tests. Allows statistical testing on small samples.
 SPSS Categories
 SPSS Trends
11
 SPSS Conjoint
Page
 SPSS Missing Value Analysis. Simple regression-based imputation.

 SPSS Map
 SPSS Complex Samples (added in Version 12). Adjusts for stratification and clustering
and other sample selection biases.
SPSS Server is a version of SPSS with a client/server architecture. It had some features not
available in the desktop version, such as scoring functions (Scoring functions are included in
the desktop version from version 19).
12
Page

SECTION 2
COMPANY PROFILE
2.1 AIRCEL
Aircel group is a mobile phone service provider in India. It offers both prepaid and
postpaid GSM cellular phone coverage throughout India. Aircel is a joint venture
between Maxis Communications of Malaysia and Apollo Hospital Enterprise Ltd of India.
UTSB has a 74% stake in Aircel and the remaining 26% is with Apollo Hospitals. It is
India’s Seventh largest GSM mobile service provider with a subscriber base of over
51.83 million, as of January 31, 2011. It has a market share of 6.72% among the GSM
operators in the country. As on date, Aircel is present in all 23 telecom circles (including
Andhra Pradesh, Assam, Bihar & Jharkhand, Chennai, Delhi & NCR, Gujarat, Haryana,
Himachal Pradesh, Jammu & Kashmir, Karnataka, Kerala, Kolkata, Madhya Pradesh,
Mumbai, North East, Orissa, Punjab, Rajasthan, Rest of Maharashtra & Goa, Rest of
Tamil Nadu, Rest of West Bengal, Uttar Pradesh East, Uttar Pradesh West) as per the
company plans to become a pan-India operator by 2010. Additionally, Aircel has also
obtained permission from Department of Telecommunications (DoT) to provide
International Long Distance (ILD) and National Long Distance (NLD) telephony services.
It also has the largest service in Tamil Nadu.
2.2 AIRTEL
Bharti Airtel Limited, commonly known as airtel, is an Indian telecommunications

company that operates in 19 countries across South Asia, Africa and the Channel
Islands. It operates a GSM network in all countries, providing 2G or 3G services
depending upon the country of operation. Airtel is the fifth largest telecom operator in the
world with over 207.8 million subscribers across 19 countries at the end of 2010. It is the
largest cellular service provider in India, with over 152.5 million subscribers at the end of
2010. Airtel is the 3rd largest in-country mobile operator by subscriber base, behind
China Mobile and China Unicom.
13
Page

Airtel also offers fixed line services and broadband services. It offers its telecom services
under the Airtel brand and is headed by Sunil Bharti Mittal. Bharti Airtel is the first Indian
telecom service provider to achieve this Cisco Gold Certification. To earn Gold
Certification, Bharti Airtel had to meet rigorous standards for networking competency,
service, support and customer satisfaction set forth by Cisco. The company also
provides land-line telephone services and broadband Internet access (DSL) in over 96
cities in India. It also acts as a carrier for national and international long distance
communication services. The company has a submarine cable landing station at
Chennai, which connects the submarine cable connecting Chennai and Singapore.
It is known for being the first mobile phone company in the world to outsource everything
except marketing and sales and finance. Its network (base stations, microwave links,
etc.) are maintained by Ericsson, Nokia Siemens Network and Huawei., business
support by IBM and transmission towers by another company (Bharti Infratel Ltd. in
India). Ericsson agreed for the first time, to be paid by the minute for installation and
maintenance of their equipment rather than being paid up front. This enabled the
company to provide pan-India phone call rates of Rs. 1/minute (U$0.02/minute). Call
rates have come down much further. During the last financial year [2009-10], Bharti has
roped in a strategic partner Alcatel-Lucent to manage the network infrastructure for the
Telemedia Business.
14
Page

2.3 BSNL
Bharat Sanchar Nigam Limited is a state-owned telecommunications company

headquartered in New Delhi, India. BSNL is one of the largest Indian cellular service
providers, with over 86.4 million subscribers as of March 2011, and the largest land line
telephone provider in India. However, in recent years the company's revenue and
market share plunged into heavy losses due to intense competition in Indian
telecommunications sector.
BSNL is India's oldest and largest communication service provider (CSP). It had a
customer base of 90 million as of June 2008. It has footprints throughout India except
for the metropolitan cities of Mumbai and New Delhi, which are managed by Mahanagar
Telephone Nigam Limited (MTNL). As of June 30, 2010, BSNL had a customer base of
27.45 million wireline and 72.69 million wireless subscribers.
2.4 IDEA
Idea Cellular, usually referred to as Idea, is a wireless telephony company operating in

all the 22 telecom circles in India based in Mumbai. In 2000, Tata Cellular was a
company providing mobile services in Andhra Pradesh. When Birla-AT&T brought
15
Maharashtra and Gujarat to the table, the merger of these two entities was a reality.
Page

Thus Birla-Tata-AT&T, popularly known as Batata, was born and was later branded
as !dea.
Then Idea set sights on RPG’s operations in Madhya Pradesh which was successfully
acquired, helping Batata have a million subscribers, and the licence to be the fourth
operator in Delhi was clinched.
In 2004, Idea (the company had by then been rechristened) bought over the Escorts
group’s Escotel gaining Haryana, Uttar Pradesh (West) and Kerala — and licences for
three more — UP (East), Rajasthan and Himachal Pradesh. By the end of that year, four
million Indians were on the company’s network. In 2005, AT&T sold its investment in
Idea, and the year after Tatas also bid good bye to pursue an independent telecom
business. And Idea was left only with one promoter, the AV Birla group. When the
company’s stock listed on the bourses in March 2007, its subscriber base was 13 million
with presence in 11 circles. In less than three years, the subscriber numbers have more
than quadrupled. The public issue was oversubscribed 50 times and raised Rs 2,450
crore.In June 2008, Idea Cellular bought out BK Modi’s stake in Spice Communications
for Rs 2,700 crore adding Punjab and Karnataka circles. Modi’s joint venture partner,
Telekom Malaysia, invested Rs 7,000 crore for a 14.99% stake in Idea. Just around
then, Idea’s subsidiary, Aditya Birla Telecom sold a 20% stake to US-based Providence
Equity Partners for over Rs 2,000 crore.
16
Page

2.5 Reliance Communications
Reliance Communications Limited (commonly called RCOM) is a major Indian

telecommunication company headquartered in Navi Mumbai, India. It is the 16th largest
operator in the world with more than 128 million subscribers. RCOM, founded by
Dhirubhai H Ambani (1932–2002), is the flagship company of the Reliance Anil Dhirubhai
Ambani Group. It ranks among the top 5 telecommunications companies. Retrieved
2010-04-14. in the world by number of customers in a single country. Reliance
Communications corporate clientele includes 2,100 Indian and multinational
corporations, and over 800 global, regional and domestic carriers. The company has
established a pan-India, next-generation, integrated (wireless and wireline), convergent
(voice, data and video) digital network that is capable of supporting services spanning
the entire communications value chain, covering over 24,000 towns and 600,000
villages. Reliance Communications owns and operates the next-generation IP-enabled
connectivity infrastructure, comprising over 190,000 kilometers of fiber optic cable
systems in India, USA, Europe, Middle East and the Asia Pacific region.
2.6 TATA DOCOMO
TATA DoCoMo, usually referred to as DoCoMo, is a Tata Teleservices Limited (TTSL)

owned cellular service provider on the GSM platform-arising out of the Tata Group's
strategic joint venture with Japanese telecom giant NTT Docomo in November 2008.
Tata Teleservices received a a license to operate GSM telecom services in 19 telecom
Circles and has been allotted spectrum in 18 of these circles, under the brand "TATA
DoCoMo". Tata Docomo launched GSM services on 24 June 2009. It first launched in
South India and currently operates in 18 of 22 telecom circles. It has license to operate in
17
Delhi but has not been allocated spectrum from the Government. Tata Teleservices is
the country's fifth largest operator in terms of wireless subscribers (including both CDMA
Page
and GSM), after Bharti Airtel, Reliance Communications and Vodafone and state run

player BSNL. Tata DOCOMO offers both prepaid and postpaid GSM cellular phone
network in 18 circles. It has become very popular with its one second pulse especially in
semi-urban and rural areas.
On 5 November 2010, Tata DOCOMO became the first private sector telecom company
to launch 3G services in India. Tata DOCOMO had about 42.34 million users at the end
of December 2010.
2.7 UNINOR
Uninor is a mobile telephony and network operator in India. The company holds a pan-
India UAS licence to offer telecommunications services in each of India’s 22 circles. It
has also received spectrum to roll out these services in 21 of the 22 telecom circles.
Uninor is subsidiary of Norwegian telecom giant Telenor Group (67.25%) and Unitech
Group (32.75%). Uninor has started mobile services in India at the end of 2009,
focusing on the GSM technology. As of now(2010-11)the company is mired in the multi-
billion SPECTRUMGATE scandal perpetrated with the connivance of the erstwhile
telecommunication minister A.Raja.
18
Page

The company Unitech Wireless was until 2009 a subsidiary of Unitech Group, holding a
wireless services licence for all 22 Indian telecom circles since 2008. In early 2009,
Unitech Group and Telenor agreed on a majority take-over by Telenor of Unitech's
wireless business, including Unitech Wireless' national-wide mobile licence. By March,
May and November, Telenor acquired a 33%, 49% and 60% stake in Unitech Wireless,
respectively. In September, the mobile operation changed its name to Uninor. On
October 19 the Indian Cabinet Committee of Economic Affairs (CCEA) announced that it
has approved Telenor's acquisition of up to 74% in Unitech Wireless, and the
shareholder's agreement sets a 67.25% Telenor ownership in Uninor.
2.8. VODAFONE
Vodafone Essar, commonly referred to as Vodafone, is a cellular operator in India that

covers 23 telecom circles in India. It was formerly known as Hutchison Essar. It is based
in Mumbai. Vodafone Essar is the Indian subsidiary of Vodafone Group. Formerly, 33%
share in the firm was owned by Essar Group. Vodafone Group bought out the 33%
stake of Essar Group for $5 billion to became the sole owner of the firm. It is the second
largest mobile phone operator in terms of revenue behind Bharti Airtel, and third largest
in terms of customers. Vodafone had about 134.5 million customers as of February
2011.
On February 11, 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. The transaction closed on
May 8, 2007. Despite the official name being Vodafone Essar, its products are simply
branded Vodafone. It offers both prepaid and postpaid GSM cellular phone coverage
throughout India with good presence in the metros.
Vodafone Essar provides 2.75G services based on 900 MHz and 1800 MHz digital GSM
technology. Vodafone Essar will launch 3G services in the country in the January-March
quarter of 2011 and plans to spend up to $500 million within two years on its 3G
networks.
Initially, around 1995, the company services were branded Max Touch¸ renamed to
Orange in 2000. In December 2006, Hutchison Essar re-launched the "Hutch" brand
19
nationwide, consolidating its services under a single identity.

Page

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 rebranded as Vodafone Essar. The marketing brand
was officially changed to Vodafone on 20 September 2007.
On September 20, 2007 Hutch became Vodafone. Vodafone Essar spent somewhere in
the region of Rs. 250 crores on this high-profile brand transition. Cheap cell phones
were also launched simultaneously in the Indian market under the Vodafone brand. The
company planned to launch co-branded handsets sourced from global vendors.
A popular daily quoted a Vodafone Essar director as saying that "the objective is to
leverage Vodafone Group's global scale in bringing millions of low-cost handsets from
across-the-world into India."
20
Page

SECTION 3
LITERATURE REVIEW
In India cellular phone service provider are facing high competition. There are ten service
provider who are providing service in India. Due to this they have to different every time to
maintain their customer loyalty.
Roni Peleg(2003)- Major problem people are facing is connectivity problem. Mobile is very
important part of peoples life, and they are so much depend on it for their daily routine and
some other wok like consulting Physician.
Eric Ford in his research (2005) the major problem service provider are facing is
arrangement of towers to get maximum profit.
Andrews, Edmund. L (The New York Times, 2006) Customer is more concerning about new
service like TV in mobile phone, and many providers are also thinking about it.
So to maintain their customer loyalty service provider should focus on better connectivity,
with availability of recharge coupon, more advertisement, good scheme and should accurate
in the choice of brand ambassador.
Andrews, Edmund L (2006) The Federal Communications Commission is expected to rule

soon on whether to allow Fleet Call Inc to provide a new form of mobile telephone service.
The ruling, should it be in favor of the company, will have far reaching effects on the cellular
industry. Currently, regulations only allow two cellular companies to operate in a single city.
The ruling would allow private radio service companies that cater to taxi fleets and delivery
services, for example, to provide mobile telephone services to individuals. The FCC is said
to be in favor of the scheme as this would open up the market to greater competition. The
new services may have some drawbacks when compared to regular cellular systems and
may turn out to be no cheaper, but critics of the current system claim that the competition
factor alone should reduce market prices. Fleet Call would initially set up networks in only six
major cities.
Sunitha, N.R. Ambedkar (2008) everyday cellphone service providers are growing like
mushrooms after rain providing reliable facilities for customers to meet their budget. In view
of the growing demand, service providers require the services of various local agents all over
21
the world. The service providers must delegate the power to these agents to execute the
Page

services and monitor their performance. If found efficient the agents can continue to operate
else they may need to be revoked.
S.A. Pandya ,Rajput (2008) Mobile networks reuse frequency bands based on a color map
to increase the capacity of the network. A handoff should occur when a mobile unit moves
from the influence of one base station with weaker signal into another's that has stronger
signal. Handoff behavior of all units is an important factor in quality of service of a mobile
phone service. Handoff decisions, also called mobility decisions, are made by mobile phone
based on the observed power from base stations. Premature, delayed or exceedingly
sensitive decisions are considered poor decisions. Excessive poor decisions result in
degradation of service quality in otherwise a healthy mobile system.
22
Page

SECTION 4
RESEARCH METHODOLOGY
Survey design:
The study is a cross sectional study because the data were collected at a single point of
time.
Sample Size and Design:
A sample of 100 people was taken on the basis of convenience.
Research Period:
Research work is only carried for 1 week.
Research Instrument:
This work is carried out through self-administered questionnaires. The questions included
were open ended, dichotomous and offered multiple choices.
Data Collection:
• The data has been collected directly from respondent with the help of structured
questionnaires.
• Data was mainly collected from UG & PG students and from some faculties of NIT
Calicut.
Data Analysis:
• The data is analyzed using SPSS 19 and MS Excel 2010.

• The technique that we have used are bar graphs, pie charts etc.
• In SPSS, ANOVA, Cross-Tab, Chi-Square, Correlation etc. were used.
23
Page

SECTION 5
RESEARCH OBJECIVES & LIMITATIONS
This study aims at studying the present market scenario. The major players in the market
today are Airtel, Vodafone, Bsnl, Tata Docomo, Aircel, Uninor, Reliance, Idea, etc. The
companies want to capture the market study concerns with evaluating fast developing area
and so all the service providers were taken to measure the satisfaction of customer
The main objectives of the study are:
1. To segment the market and mobile phone users based on Age group, Gender,
Educational Qualification, Monthly income etc.
2. To study the customer satisfaction towards mobile service providers.
3. To study and identify how the customers are benefited.
4. To evaluate the major service provider satisfied the customer.
5. To assess the needs, requirements and expectations of the customers in order to
assess their current satisfaction levels.
6. To define new marketing strategies for attracting new customers.
7. To find the reasons for choosing a service provider.
8. To find the usage and interests of the mobile phone users.
Limitations of the Study:
Carrying the survey was a general learning experience but some problems were faced,
which are listed here:
 Generally the respondents were busy in their work and were not interested in
responding rightly.
 Respondents were reluctant to discover complete and correct information about
themselves and their organization.
 Most respondents were not maintaining proper knowledge of various services
provided by their company, so they were unable to provide exact information.
 Most of the respondents don’t want to disclose the information about the various
other companies’ which they have experienced before.
 Some of the respondents were using the service first time of their company and
they were not able to properly differentiate among their product.

24
Due to human behavior information may be biased. Mainly in BSNL case.

Page

SECTION 6
COLLECTED DATA
The collected data was entered into SPSS software and tabulated.
Total number of respondents is 100.
AGE GROUP:
Age Group
Cumulative
Frequency Percent Valid Percent Percent
Valid 17-25 92 92.0 92.0 92.0
25-35 7 7.0 7.0 99.0
35-55 1 1.0 1.0 100.0
Total 100 100.0 100.0
GENDER:
M/F
Cumulative
Valid Male 70 70.0 70.0 70.0
Female 30 30.0 30.0 100.0
Total 100 100.0 100.0
EDUCATIONAL QUALIFICATIONS:
Educational Qualification
Cumulative
Valid 10th 5 5.0 5.0 5.0
2 19 19.0 19.0 24.0
Graduation 53 53.0 53.0 77.0
Post-Graduation 22 22.0 22.0 99.0
PhD 1 1.0 1.0 100.0

25
Total 100 100.0 100.0

Page

MONTHLY INCOME:
Monthly Income
Cumulative
Valid <5000 25 25.0 25.0 25.0
5000-10000 59 59.0 59.0 84.0
10000-20000 11 11.0 11.0 95.0
>20000 5 5.0 5.0 100.0
Total 100 100.0 100.0
TYPE OF MOBILE CONNECTION:
Pre/Post
Cumulative
Valid PrePaid 89 89.0 89.0 89.0
PostPaid 11 11.0 11.0 100.0
Total 100 100.0 100.0
TYPE OF MOBILE NETWORK:
CDMA/2G/3G
Cumulative
Valid CDMA 13 13.0 13.0 13.0
2G 69 69.0 69.0 82.0
3G 18 18.0 18.0 100.0
Total 100 100.0 100.0
HOW LONG A CUSTOMER IS USING THE PRESENT SERVICE PROVIDER:

How long using the sim
Cumulative
Valid <1 years 32 32.0 32.3 32.3
2 years 28 28.0 28.3 60.6
3 years 17 17.0 17.2 77.8
>4 years 22 22.0 22.2 100.0

26
Total 99 99.0 100.0

Missing System 1 1.0
Page
Total 100 100.0

MORE THAN ONE SIM AT A TIME:

More than one sim
Cumulative
Valid Yes, of different providers 31 31.0 31.3 31.3
Yes, of same providers 8 8.0 8.1 39.4
No 60 60.0 60.6 100.0
Total 99 99.0 100.0

Total 100 100.0
MONTHLY EXPENCE:
Monthly Expenses
Cumulative
Valid 10-50 rupees 13 13.0 13.0 13.0
50-150 rupees 32 32.0 32.0 45.0
150-400 rupees 39 39.0 39.0 84.0
>400 rupees 14 14.0 14.0 98.0
22 2 2.0 2.0 100.0

Total 100 100.0 100.0
TALK TIME PER DAY:

Minutes per day
Cumulative
Valid 1-30 Minutes 55 55.0 55.0 55.0
30-60 Minutes 39 39.0 39.0 94.0
60-120 Minutes 3 3.0 3.0 97.0
>120 Minutes 3 3.0 3.0 100.0

27
Total 100 100.0 100.0

Page

SMS PER DAY:
SMS per day
Cumulative
Valid 0-25 sms 59 59.0 59.0 59.0
25-75 sms 24 24.0 24.0 83.0
75-150 sms 11 11.0 11.0 94.0
>150 sms 6 6.0 6.0 100.0
Total 100 100.0 100.0
PREFERRED TARRIF:
Call Tariff preference
Cumulative
Valid Pay/Second 72 72.0 72.7 72.7
Pay/Minute 21 21.0 21.2 93.9
Pay per several minutes 6 6.0 6.1 100.0
Total 99 99.0 100.0

Total 100 100.0
CONNECTIONS CHANGED IN THE LAST 3 YEARS:
SIM changed in last 3 years
Cumulative
Valid 0-2 years 84 84.0 84.8 84.8
2-5 years 14 14.0 14.1 99.0
>10 years 1 1.0 1.0 100.0
Total 99 99.0 100.0

28
Total 100 100.0

Page

1ST PREFERRED SERVICE FOR A NEW CONNECTION:

1st preference
Cumulative
Valid Call Rates 80 80.0 80.0 80.0
SMS Rates 7 7.0 7.0 87.0
Internet Charges 2 2.0 2.0 89.0
Validity 1 1.0 1.0 90.0
Roaming Charges 3 3.0 3.0 93.0
Coverage 7 7.0 7.0 100.0
Total 100 100.0 100.0
2ND PREFERRED SERVICE FOR A NEW CONNECTION:

2nd preference
Cumulative
SMS Rates 44 44.0 44.0 58.0
Validity 17 17.0 17.0 76.0
SIM Cost 2 2.0 2.0 78.0
Coverage 20 20.0 20.0 100.0
Total 100 100.0 100.0
3RD PREFERRED SERVICE FOR A NEW CONNECTION:
3rd preference
Cumulative
SMS Rates 21 21.0 21.0 26.0
Value Added Services 2 2.0 2.0 28.0
Validity 34 34.0 34.0 71.0
SIM Cost 2 2.0 2.0 73.0

29
Coverage 20 20.0 20.0 100.0

Page
Total 100 100.0 100.0

IMPACT OF CELEBRITIES:
Impact of celebrities
Cumulative
Valid Yes 12 12.0 12.0 12.0
No 88 88.0 88.0 100.0
Total 100 100.0 100.0
ADVICE FOR CHOOSING A PROVIDER:
Advised to take connection
Cumulative
Valid Family Members 19 19.0 19.2 19.2
Friends 32 32.0 32.3 51.5
Relatives 5 5.0 5.1 56.6
Others 4 4.0 4.0 60.6
My Decision 39 39.0 39.4 100.0
Total 99 99.0 100.0

Total 100 100.0
PURCHASE OF SIM:
Bought SIM from where
Cumulative
Valid Company Outlet 22 22.0 22.0 22.0
Nearest Retailer 55 55.0 55.0 77.0
Road Side Shop 21 21.0 21.0 98.0
Others 2 2.0 2.0 100.0
Total 100 100.0 100.0

30
Page

BEST OFFER:
Best one offer
Cumulative
Valid Free Unlimitted calls to one 18 18.0 18.0 18.0

number(same Provider)
Free 3000 SMS/month 30 30.0 30.0 48.0
Free 2GB GPRS/month 10 10.0 10.0 58.0
Reduced Roaming Charges 5 5.0 5.0 63.0
Reduced STD Charges 15 15.0 15.0 78.0
Reduced night calling 2 2.0 2.0 80.0

charges
Reduced call charges to 5 20 20.0 20.0 100.0

numbers(same provider)
Total 100 100.0 100.0
SATISFIED WITH CUSTOMER SERVICE:
Customer service Satisfaction
Cumulative
Valid Yes 84 84.0 84.0 84.0
No 16 16.0 16.0 100.0
Total 100 100.0 100.0
LIKES TO CHANGE THE SERVICE PROVIDER:
Like to change the service provider
Cumulative
Valid Yes 13 13.0 13.0 13.0
No 39 39.0 39.0 52.0
I can't say 48 48.0 48.0 100.0
Total 100 100.0 100.0

31
Page

SECTION 7
DATA ANALYSIS
Various methods have been used in this study to find out the relationship between different
variables. CROSS-TAB, CHI SQUARE TESTS, ANOVA ONE WAY, CORRELATION
ANALYSIS has been used to find out these relationships between different variables
according to the various responses given by the respondents. For analysis, Confidence
Interval was taken as 95%. And Significance level 5%.
The analysis was conducted using IBM-SPSS 19. The hardware used was Intel Core 2 Duo
processor, 4GB RAM, 500 GB Hard Disk.
7.1 Cross-Tab:
Cross tabulation tables (contingency tables) display the relationship between two or more
categorical (nominal or ordinal) variables. The size of the table is determined by the number
of distinct values for each variable, with each cell in the table representing a unique
combination of values. Numerous statistical tests are available to determine whether there is
a relationship between the variables in a table.
The following Analysis were conducted using Cross-Tab.
1. Monthly Income and Monthly Expense for Mobile

2. Frequency of changing the SIM and monthly income
7.1.1 Monthly Income and Monthly Expense for Mobile

Monthly Income * Monthly Expenses Cross tabulation
Count
Monthly Expenses
10-50 rupees 50-150 rupees 150-400 rupees >400 rupees Total

Monthly Income <5000 7 7 10 1 25
5000-10000 6 22 22 9 59
10000-20000 0 4 6 1 11
>20000 0 1 1 3 5
Total 13 34 39 14 100
Inference: Here irrespective of Monthly income, most of the people spent `50-`400 per
month.
32
Page

7.1.2 Frequency of changing the SIM and Monthly Income
SIM changed in last 3 years * Monthly Income Crosstabulation
Monthly Income
<5000 5000-10000 10000-20000 >20000 Total
SIM changed in last 3 years 0-2 times 20 50 9 5 84
2-5 times 5 7 2 0 14
>10 times 0 1 0 0 1
Total 25 58 11 5 99
Inference: Here, irrespective of monthly income, most of the people have changed their sim
very less(0-2 times).
7.2 Chi Square Tests
The chi-square (X2) distribution is obtained from the values of the ratio of the sample
variance and population variance multiplied by the degrees of freedom. This occurs when
the population is normally distributed with population variance sigma^2.
Properties of the Chi-Square:
 Chi-square is non-negative. Is the ratio of two non-negative values, therefore must be

non-negative itself.
 Chi-square is non-symmetric.
 There are many different chi-square distributions, one for each degree of freedom.
 The degrees of freedom when working with a single population variance is n-1.
In the test for independence, the claim is that the row and column variables are independent
of each other. This is the null hypothesis.
The multiplication rule said that if two events were independent, then the probability of both
33
occurring was the product of the probabilities of each occurring. This is key to working the
test for independence. If you end up rejecting the null hypothesis, then the assumption must
Page

have been wrong and the row and column variable are dependent. Remember, all
hypothesis testing is done under the assumption the null hypothesis is true.
The test statistic used is the same as the chi-square goodness-of-fit test. The principle
behind the test for independence is the same as the principle behind the goodness-of-fit test.
The test for independence is always a right tail test.
In fact, you can think of the test for independence as a goodness-of-fit test where the data is
arranged into table form. This table is called a contingency table.
The test statistic has a chi-square distribution when the following assumptions are met
 The data are obtained from a random sample

 The expected frequency of each category must be at least 5.
The following are properties of the test for independence
 The data are the observed frequencies.

 The data is arranged into a contingency table.
 The degrees of freedom are the degrees of freedom for the row variable times the
degrees of freedom for the column variable. It is not one less than the sample size, it
is the product of the two degrees of freedom.
 It is always a right tail test.
 It has a chi-square distribution.
 The expected value is computed by taking the row total times the column total and
dividing by the grand total
 The value of the test statistic doesn't change if the orders of the rows or columns are
switched.
 The value of the test statistic doesn't change if the rows and columns are
interchanged (transpose of the matrix).
7.2.1 Age and Impact of Celebrities
Hypothesis:
H0: There is no significant relationship between Age and Impact of Celebrities.

34
H1: There is significant relationship between Age and Impact of Celebrities.

Page

Results:
Correlations
Impact of
Age Group celebrities
Age Group Pearson Correlation 1 .104
Sig. (1-tailed) .151
Sum of Squares and Cross- 10.190 1.080

products
Covariance .103 .011
N 100 100
Impact of celebrities Pearson Correlation .104 1

products
N 100 100
Inference:
We got the significant level as 0.104 and is greater than p-value 0.05. So there is significant
relationship between the variables.
7.2.2 Monthly income and Monthly Expense
Hypothesis:
H0: There is no significant relationship between Monthly income and monthly expense.
H1: There is significant relationship between Monthly income and monthly expense.
Results:
Chi-Square Tests
Asymp. Sig. (2-

Value df sided)
a
Pearson Chi-Square 18.323 9 .032
Likelihood Ratio 16.743 9 .053
Linear-by-Linear Association 8.255 1 .004
N of Valid Cases 100
a. 10 cells (62.5%) have expected count less than 5. The minimum

expected count is .65.
Inference:
35
We got the significant level as .032 and is less than p-value 0.05. So there is no significant
Page

7.2.3 Usage of SIM and Tariff Scheme.
Hypothesis:
H0: There is no significant relationship between Usage of SIM and Tariff Scheme.
H1: There is significant relationship between Usage of SIM and Tariff Scheme.
Result:
Chi-Square Tests
Asymp. Sig. (2-

Value df sided)
a
Pearson Chi-Square 18.425 6 .005
Likelihood Ratio 17.262 6 .008
Linear-by-Linear Association 3.171 1 .075
N of Valid Cases 99
a. 6 cells (50.0%) have expected count less than 5. The minimum

expected count is .97.
Inference:
We got the significant level as 0.005 and is much lesser than 0.05. So there is no significant
7.3 Correlation
The claim we will be testing is "There is significant linear correlation"
The Greek letter for r is rho, so the parameter used for linear correlation is rho
 H0: ρ = 0
 H1: ρ ≠ 0
r has a t distribution with n-2 degrees of freedom, and the test statistic is given by:
Now, there are n-2 degrees of freedom this time. This is a difference from before. As an
over-simplification, you subtract one degree of freedom for each variable, and since there
36
are 2 variables, the degrees of freedom are n-2.

Page

This doesn't look like our
If you consider the standard error for r is
The formula for the test statistic is , which does look like the pattern we're
looking for.
Hypothesis testing is always done under the assumption

that the null hypothesis is true.
Since H0 is ρ = 0, this formula is equivalent to the one given in here.
7.3.1 Correlation between Monthly expenditure and Age.
Hypothesis:
H0: There is no relationship exist between monthly expenditure and age.
H1: There is relationship exist between monthly expenditure and age.
Assumptions:
1. Related pairs: data must be collect from related pairs.
2. Scale of measurement: datas should be interval or ratio.
3. Normality.
4. Linearity.
5. Homoscedasticity: variability is same.

37
Page

Results:
Correlations
Monthly
Age Group Expenses
Age Group Pearson Correlation 1 -.030
N 100 100
Monthly Expenses Pearson Correlation -.030 1
N 100 100
Inference:
The output confirms the result of scatter plot has a significant negative relationship exist
between monthly expenditure and age (since r=-0.3). So p-value is greater than 0.05 and it
is 0.382. So we cannot reject the null hypothesis.
7.3.2 Correlation between Minutes Per Day And Age.
Hypothesis:
H0: There is no relationship exist between talk time and age.
H1: There is relationship exist between talk time and age.
Results:
Correlations
Age Group Minutes per day
Age Group Pearson Correlation 1 .141

products
N 100 100
Minutes per day Pearson Correlation .141 1

products
38

Page
N 100 100

Inference:
between talk time and age (since r=.141). So p-value is greater than 0.05 and it is 0.141. So
we can reject the null hypothesis.
7.3.3 Correlation between SMS per day and Age
Hypothesis:
H0: There is no relationship exist between SMS per day and age.
H1: There is relationship exist between SMS per day and age.
Results:
Correlations
Age Group SMS per day
Sum of Squares and Cross- 10.190 -3.760

products
Covariance .103 -.038
N 100 100
SMS per day Pearson Correlation -.131 1
Sum of Squares and Cross- -3.760 81.040

products
Covariance -.038 .819
N 100 100
Inference:
between SMS per day and age (since r=-.131). So p-value is greater than 0.05 and it is -
0.131. So we cannot reject the null hypothesis.
7.3.4 Correlation between Tariff preference and Age.
Hypothesis:
39
Page
H0: There is no relationship exist between tariff preference and age.

H0: There is relationship exist between tharif preference and age.
Results:
Correlations
Call Tariff
Age Group preference
Sum of Squares and Cross- 10.190 -3.000

products
Covariance .103 -.031
N 100 99
Call Tariff preference Pearson Correlation -.161 1
Sum of Squares and Cross- -3.000 34.000

products
Covariance -.031 .347
N 99 99
Inference:
between tharif preference and age (since r=-.161). So p-value is greater than 0.05 and it is -
0.161. So we cannot reject the null hypothesis.
7.4 ANOVA
In statistics, analysis of variance (ANOVA) is a collection of statistical models, and their

associated procedures, in which the observed variance in a particular variable is partitioned
into components attributable to different sources of variation. In its simplest form ANOVA
provides a statistical test of whether or not the means of several groups are all equal, and
therefore generalizes t-test to more than two groups. ANOVAs are helpful because they
possess an advantage over a two-sample t-test. Doing multiple two-sample t-tests would
result in an increased chance of committing a type I error. For this reason, ANOVAs are
useful in comparing two, three or more means.
Analysis of Variance (ANOVA), A technique used to test a hypothesis concerning the means
40
of three or more populations.

Page

One-Way Analysis of Variance, Analysis of Variance when there is only one independent
variable. The null hypothesis will be that all population means are equal, the alternative
hypothesis is that at least one mean is different.
In statistics, one-way analysis of variance (abbreviated one-way ANOVA) is a technique

used to compare means of two or more samples (using the F distribution). This technique
can be used only for numerical data.
The ANOVA tests the null hypothesis that samples in two or more groups are drawn from the
same population. To do this, two estimates are made of the population variance. These
estimates rely on various assumptions. The ANOVA produces an F statistic, the ratio of the
variance calculated among the means to the variance within the samples. If the group
means are drawn from the same population, the variance between the group means should
be lower than the variance of the samples, following central limit theorem. A higher ratio
therefore implies that the samples were drawn from different populations.
The degree of freedom for the numerator is I-1, where I is the number of groups (means).
The degrees of freedom for the denominator is N - I, where N is the total of all the sample
sizes.
Typically, however, the one-way ANOVA is used to test for differences among at least two
groups, since the two-group case can also be covered by a t-test (Gosset, 1908). When
there are only two means to compare, the t-test and the F-test are equivalent; the relation
between ANOVA and t is given by F = t2.
In SPSS, the software performs a one-way Analysis of Variance. List 1 must contain the
means of the samples, list 2 must contain the sample variances, and list 3 must contain the
sample sizes. Note that the three lists must be the same size. The user is reminded of these
requirements when running the program.
The grand mean is displayed, followed by the sum of squares, degrees of freedom, and
mean sum of squares for the between group and within group. The total sum of squares and
degrees of freedom, along with the F test statistic is also shown.
Upon completion, the program will give the user the chance to run the Scheffe test if the
sample sizes are different or the Tukey test if the sample sizes are the same. All possible
41
pairs are compared.

Page

A One-Way Analysis of Variance is a way to test the equality of three or more means at one
time by using variances.
Assumptions
 The populations from which the samples were obtained must be normally or
approximately normally distributed.
 The samples must be independent.
 The variances of the populations must be equal.
Hypotheses
The null hypothesis will be that all population means are equal, the alternative hypothesis is
that at least one mean is different.
The null hypothesis can be written as , but the alternative cannot be
written as , all it takes is for one of the means to be different. They don't
all have to be different, just one of them.
Anyway, the point is that only one of the things had to be different for them to not all be the
same. This is exactly the way the alternative hypothesis works. The null hypothesis says that
they're all equal to each other and the alternative says that at least one of them is different.
7.4.1 Monthly Expenditure and Monthly Income
Hypothesis:
H0:Monthly expenditure and monthly income is same.
H1:Monthly expenditure and monthly income is not same.
Assumptions:
One Way between groups ANOVA with post- hoc Comparison
1. Population normality.
2. Homogenity of variance.
42
Page

Results:
ANOVA
Monthly Expenses
Sum of Squares df Mean Square F Sig.
Between Groups 7.051 3 2.350 3.143 .029

Within Groups 71.789 96 .748
Total 78.840 99
Multiple Comparisons
Monthly Expenses
Tukey HSD
(I) Monthly Income (J) Monthly Income Mean 95% Confidence Interval
Difference (I-J) Std. Error Sig. Lower Bound Upper Bound
<5000 5000-10000 -.376 .206 .269 -.92 .16
dimension3
10000-20000 -.527 .313 .337 -1.35 .29
*
>20000 -1.200 .424 .028 -2.31 -.09
5000-10000 <5000 .376 .206 .269 -.16 .92
dimension3
10000-20000 -.151 .284 .951 -.89 .59
>20000 -.824 .403 .179 -1.88 .23

dimension2
10000-20000 <5000 .527 .313 .337 -.29 1.35
dimension3
5000-10000 .151 .284 .951 -.59 .89
>20000 -.673 .466 .476 -1.89 .55

*
>20000 <5000 1.200 .424 .028 .09 2.31
dimension3
5000-10000 .824 .403 .179 -.23 1.88
10000-20000 .673 .466 .476 -.55 1.89
*. The mean difference is significant at the 0.05 level.
Inference:
Here degree of freedom is 3 and 96. Also here if p-value obtained is less than 0.05 we can
reject the null hypothesis. F(3,96)=3.143 and p-value=0.029 which is<0.05. So we can reject
the null hypothesis.
Univariate Analysis of Variance:
Results:
Between-Subjects Factors Descriptive Statistics
Value Label N Dependent Variable:Monthly Expenses
M/F 1 Male 70 M/F Mean Std. Deviation N

43
2 Female 30 Male 2.47 .959 70

Female 2.70 .702 30
Page
Total 2.54 .892 100

a
Levene's Test of Equality of Error Variances
Dependent Variable:Monthly Expenses
F df1 df2 Sig.
.973 1 98 .326
Tests the null hypothesis that the error variance

of the dependent variable is equal across groups.
a. Design: Intercept + Income + Gender
Inference:
Here the degree of freedom is 1and 98. Here the levene’s test is significant since we got the
p value as 0.326 which is lesser than 0.5 indicating that homogeneity is valid here.
44
Page

SECTION 8
SUMMARY
Summary of various analysis are listed here.
1. Cross Tab
1.1. Monthly Income and Monthly Expense for Mobile

Here irrespective of Monthly income, most of the people spent `50-`400 per month.
1.2. Frequency of changing the SIM and Monthly Income
Here, irrespective of monthly income, most of the people have changed their sim
very less (0-2 times).
2. Chi-Square Test
2.1. Age and Impact of Celebrities

No significant relationship.
2.2. Monthly income and Monthly Expense
No Significant relationship.
2.3. Usage of SIM and Tariff Scheme
No Significant relationship.
3. Correlation
3.1. Correlation between Monthly expenditure and Age

Relationship exists between these two.
3.2. Correlation between Minutes Per Day And Age
Relationship exists between these two.
3.3. Correlation between SMS per day and Age
No relationship exists.
3.4. Correlation between Tariff preference and Age
No relationship exists.
4. ANOVA
4.1. Monthly Expenditure and Monthly Income

Significant relation between Monthly Expenditure and Monthly Income.
45
Page

SECTION 9
CONCLUSION
In the era of information explosion, people are to be provided with quick and timely access to
information. In India, there era ten cellular companies competing to provide efficient and
quality services to customer. Government and private operators are competing at close
margin and are trying to provide multiple valued added services to people hence the cellular
operators should strive to provide cost effective quality equipment lesser charges for
connectivity at various levels and connectivity based on consumer requirement this
significance development in this field in the past ten years show that there is a very bright
scope for expansion and modernization in cellular area with a very short span of time. Thus
mobile phone service provider should rectify the problems faced by consumer to become a
leading company in world.
Competition in telecom industry is heating up its time for Indian telecom players also to align
up in the new dynamic business environment. Telco majors should think to launch the
product according to the needs of customers to satisfy them and make them brand loyal as
very soon this blue ocean of Indian telecom scenario will convert into red ocean where the
loss of is the gain of other. They should also think for searching new space or we can say
either creating a new blue space to sustain their growth in long run. There is more room for
data analysis but the rest of the part is beyond the scope of this project report
46
Page

REFERENCES
Books:
 Philip Kotler, ‘Marketing Management’ Prentice Hall of India Pvt. Ltd. New Dehli.
 C. R. Kothari ‘Research Methodology’, vishwa publication, New Delhi.
 Saxena Rajan ‘Marketing Management’ Tata Mcgraw-hill publicating Co. Ltd. New Delhi.
 H. V. Verma ‘Marketing of Services’ Global business press, New Delhi.
 Business Today magazine of February issue,2008.
 Rajendra Nargundkar, ‘Marketing Research, Text and Cases’, Tata Mcgraw-hill
publicating Co. Ltd. New Delhi.
Web Resources:
 www.trai.gov.in
 http://www.tataindicom.com/t-aboutus-ttsl-organization.aspx
 http://www.rcom.co.in/webapp/Communications/rcom/Aboutus/aboutus_home.jsp
 http://www.ideacellular.com/IDEA.portal?_nfpb=true&_pageLabel=IDEA_PageAboutIdea
 http://www.bsnl.co.in/about.htm
 http://www.bsnl.co.in/service/tariff_excel_pre.htm
 http://210.212.144.243/utility/tariff.htm
 http://www.trai.gov.in/trai/upload/PressReleases/15/pr16jan06.pdf
 http:// www.wikipedia
 www.totalnetwork.co.in
 http://www.rcom.co.in/webapp/Communications/rcom/index.jsp
 http://www.wikipedia.org
 http://www.scribd.com
47
Page

Brand Preference of Mobile Phone Network Service Providers Mini Project
APPENDIX
SPSS Variable View
Name Type W idth Decimals Label Values

1 Age_Group Numeric 1 0 Age Group {1, 17-25}...
2 Gender Numeric 1 0 M/F {1, Male}...
3 Qualification Numeric 1 0 Educational Qu... {1, 10th}...
4 Income Numeric 1 0 Monthly Income {1, <5000}...
5 Connection Numeric 1 0 Pre/Post {1, PrePaid}...
6 Network Numeric 1 0 CDMA/2G/3G {1, CDMA}...
7 Aircel Numeric 1 0 Aircel {1, Aircel}...
8 Airtel Numeric 1 0 Airtel {1, Airtel}...
9 BSNL Numeric 1 0 BSNL {1, BSNL}...
10 Docomo Numeric 1 0 Docomo {1, Docomo}...
11 Idea Numeric 1 0 Idea {1, Idea}...
12 MTS Numeric 1 0 MTS {1, MTS}...
13 Reliance Numeric 1 0 Reliance {1, Reliance}...
14 Uninor Numeric 1 0 Uninor {1, Uninor}...
15 Virgin Numeric 1 0 Virgin Mobile {1, Virgin}...
16 Vodafone Numeric 1 0 Vodafone {1, Vodafone...
17 Life_Time Numeric 1 0 Life Time {1, Life Time...
18 Students Numeric 1 0 Students Pack {1, Students...
19 Monthly Numeric 1 0 Monthly Plan {1, Normal ...
20 Pay_per_se... Numeric 1 0 Pay per second {1, All india ...
21 How_Long Numeric 1 0 How long using ... {1, <1 years...
22 Sim Numeric 1 0 More than one ... {1, Yes, of d...
23 Tariff Numeric 1 0 Tariff {1, Strongly ...
24 Brand Numeric 1 0 Brand Image {1, Strongly ...
25 Coverage Numeric 1 0 Network Coverag {1, Strongly ...
26 Advertisement Numeric 1 0 Advertisements {1, Strongly ...
27 Customer_s... Numeric 1 0 Customer Service {1, Strongly ...
28 Expenses Numeric 1 0 Monthly Expen... {1, 10-50 rup...
29 Talk Numeric 1 0 Minutes per day {1, 1-30 Min...
30 SMS Numeric 1 0 SMS per day {1, 0-25 sms...
31 MMS Numeric 1 0 MMS {1, MMS}...
32 Internet Numeric 1 0 Internet {1, Internet}...
33 VideoCall Numeric 1 0 Video Call {1, Video Ca...
34 SIM_Services Numeric 1 0 SIM Services {1, SIM Serv...
35 Tariff_offer Numeric 1 0 CallTariff prefer... {1, Pay/Sec...
36 Sim_Changed Numeric 1 0 SIM changed in... {1, 0-2 years...
37 First_New_... Numeric 1 0 1stpreference {1, Call Rate...
38 Second_ne... Numeric 1 0 2ndpreference {1, Call Rate...
48
39 third_new_c... Numeric 1 0 3rdpreference {1, Call Rate...

Page

Missing Columns Align Measure Role

1 None 8 Right Scale Input
2 None 7 Right Nominal Input
37 None 6 Right Ordinal Input
49
Page

Name Type W idth Decimals Label Values

40 TV Numeric 1 0 Television {1, TV}...
41 Newspaper Numeric 1 0 NewsPaper {1, Newspap...
42 Magazine Numeric 1 0 Magazines {1, Magazin...
43 Internet_Advt Numeric 1 0 Internet {1, Internet}...
44 Hoardings Numeric 1 0 Hoardings {1, Hoarding...
45 Word_of_mo.. Numeric 1 0 Word of Mouth {1, W ord of ...
46 Celebrities Numeric 1 0 Impact of celebr... {1, Yes}...
47 Advised Numeric 1 0 Advised to take ... {1, Family M...
48 Where Numeric 1 0 Bought SIM fro... {1, Compan...
49 Best_Offer Numeric 1 0 Best one offer {1, Free Unli...
50 Satisfaction Numeric 1 0 Customer servic... {1, Yes}...
51 Change_Pro... Numeric 1 0 Like to change t... {1, Yes}...
50
Page

Missing Columns Align Measure Role

51
Page

1) Which age group you belongs to?

a) 17-25 C b) 25-35 C c) 35-55 d) >55 C
2) Your Gender?
a) Male C b) Female C
3) Your Educational qualification?
a) 10th C b) Plus Two C c) Graduation C d) Post Graduation C e) PhD C
4) Your monthly income range?

a) <`5000 C b) `5000 - `10000 C c) `10000 - `20000 C d) >`20000 C
5) Which type of mobile connection do you use?

a) Prepaid C b) Postpaid C
6) Which kind of mobile network do you use?
a) CDMA C b) 2G C c) 3G C
7) Which connections you presently own?
a) Aircel b) Airtel C c) BSNL C d) Docomo C e) Idea C f) MTS C
g) Reliance C h) Uninor C i) Virgin Mobile C j) Vodafone C
8) Which scheme you using?
a) Life time C b) Students pack C
c) Normal monthly plan C d) All India pay per second plan C
9) From how long you are availing the services of your present service provider?
a) <1 year C b) 2 years C c) 3 years C d) >4 years C
10) Are you using more than one SIM at a time?

a) Yes, of different providers C b) Yes, of same provider C c) No C
11) Reasons for choosing your service provider..
Strongly Agree Neutral Disagree Strongly
Agree Disagree
i. Tariff
C C C C C
ii.Brand Image
C C C C C
iii.
Network Coverage C
C C C C
iv.Advertisements
C C C C C
v. Customer Service C C C C C
12) How much is your monthly expenses on mobile phone?
a) `10-50 C b) `50-150 C c) `150-400 C d) >` 400 C
52
13) How many minutes you talk in your mobile phone per day?
Page
a) 1-30 minutes C b) 30-60 minutes C c) 60-120 minutes C d) >120 minutes C

14) How many SMS you send per day?
a) 0-25 C b) 25-75 C c) 75-150 C d) >150 C
15) Which services you use in your mobile phone (other than voice calls and SMS)?
a) MMS C b) Internet C c) Video call C d) SIM Services C e) Nothing C
16) Which tariff you prefer?
a) Pay/second C b) Pay/minute C c) Pay per several minutes C
17) How many times you have changed your connection in the last three years?
a) 0-2 C b) 2-5 C c) 5-10 C d) >10 C
18) For a new connection, which services will you prefer (give the order of preference)?
a) Call rates b) SMS rates c) Value Added Services d) Internet Charges
e) Validity f) SIM Cost g) Roaming Charges h) Coverage
1st____ 2nd____ 3rd____
19) From where you are getting information about new offers?
a) TV C b) Newspaper C c) Magazine C d) Internet C e) Hoardings C f) Word of Mouth C
20) Is there any impact of celebrities on your purchasing decision?
a) Yes C b) No C
21) Who advised you to take the connection of your present provider?
a) Family members C b) Friends C c) Relatives C d) Others C e) My decision
22) From where did you bought your SIM?
a) Company Outlet C b) Nearest Retailer C c) Road Side shop C d) Others C
23) Which offer you like the most (Tick only ONE)?
a) Free unlimited local calls to one number(same provider) C
b) Free 3000 SMS/month C c) Free 2GB GPRS/month C
d) Reduced Roaming charges C e) Reduced STD charges C
f) Reduced Video call charges C g) Reduced night calling charges C

h) Reduced call charges to 5 numbers(same provider) C
24) Are you satisfied with the customer service of your present service provider?
a) Yes C b) No C
25) Would you like to change your current service provider in future?
a) Yes C b) No C c) I can’t say C
If yes, please specify the new provider ________________________
26) Any one thing that you don’t like about your service provider and would like them to
53
improve…
___________________________________________________________________________
Page
________________________________________________________________

Factors Affecting The Selection of Mobile Phone Network Service Providers

Enviado por

Dados do documento

Título original

Direitos autorais

Formatos disponíveis

Compartilhar este documento

Compartilhar ou incorporar documento

Opções de compartilhamento

Você considera este documento útil?

Este conteúdo é inapropriado?

Direitos autorais:

Formatos disponíveis

Factors Affecting The Selection of Mobile Phone Network Service Providers

Enviado por

Direitos autorais:

Formatos disponíveis

STATISTICS FOR MANAGEMENT

MOBILE PHONE NETWORK SERVICE PROVIDERS

Mini Project Report

Kailas Sree Chandran (M100447ME)

Department of Mechanical Engineering

NATIONAL INSTITUTE OF TECHNOLOGY CALICUT

5. Research Objectives & Limitations

7.2. Chi Square Tests

i. SPSS Variable View

1.1. CUSTOMER SATISFACTION

According to Philip Kotler, “satisfaction is a person’s feelings of pressure or disappointment

This satisfaction level is a function of difference between perceived performance and

4 A successful product can be developed by exploding these opportunities. While

5 Marketing, as suggested by the American Marketing Association is "an organizational

National Institute of Technology Calicut

1.2. SKILLS OF MARKETERS

Marketers have 4 main skill sets that they bring to an enterprise:

1) Opportunity Identification: Marketing begins before there is a product to sell. Many

2) Competitive strategy/positioning: Markets consist of groups of competitors competing

National Institute of Technology Calicut

3) Demand generation/management: It's the job of marketing to create and sustain

1.3. METHOD TO MEASURE CUSTOMER SATISFACTION

Companies use the following methods to measure customer satisfaction.

1) Complaints and suggestion system: companies obtaining complaints through their

2) Customer satisfaction surveys: Responsive companies obtain a direct measure of

4) Consumer Behavior Vs Consumption Behavior: Consumer behavior refers to the

Consumer behavior relates to an individual person (Micro behavior) whereas consumption

National Institute of Technology Calicut

1.4. INTRODUCTION TO TELECOM INDUSTRY

National Institute of Technology Calicut

1.5. MARKET SHARE OF PUBLIC AND PRIVATE INDUSTRY

1.6. THE GLOBAL CELLULAR MOBILE INDUSTRY

Earnings visibility: Earnings growth is being driven by improving pricing conditions,

National Institute of Technology Calicut

Telecom Industry in India

1.7. HISTORY OF INDIAN TELECOMMUNICATIONS

telecommunication companies were nationalized to form the Posts, Telephone and

National Institute of Technology Calicut

National Institute of Technology Calicut

1.8. RECENT DEVELOPMENTS IN INDIA

A press release by the Department of Telecommunications on 30 June 2010 said "Keeping

2) Next generation networks: In the Next Generation Networks, multiple access

National Institute of Technology Calicut

1.9. Introduction on SPSS

Statistics included in the base software:

 Descriptive statistics: Cross tabulation, Frequencies, Descriptives, Explore, Descriptive

National Institute of Technology Calicut

National Institute of Technology Calicut

Add-on modules provide additional capabilities. The available modules are:

 SPSS Missing Value Analysis. Simple regression-based imputation.

National Institute of Technology Calicut

National Institute of Technology Calicut

Bharti Airtel Limited, commonly known as airtel, is an Indian telecommunications

National Institute of Technology Calicut

National Institute of Technology Calicut

Bharat Sanchar Nigam Limited is a state-owned telecommunications company

Idea Cellular, usually referred to as Idea, is a wireless telephony company operating in

National Institute of Technology Calicut

National Institute of Technology Calicut

2.5 Reliance Communications

Reliance Communications Limited (commonly called RCOM) is a major Indian

2.6 TATA DOCOMO

TATA DoCoMo, usually referred to as DoCoMo, is a Tata Teleservices Limited (TTSL)