Karnataka Law Societys INSTITUTE OF MANAGEMENT EDUCATION AND RESEARCH

Adarsh Nagar, Hindwadi, BELGAUM- 590011 E-mail: directoredu@klsimer.edu Web: www.klsimer.edu

(Affiliated to Karnatak University, Dharwad) A Summer In-plant Project Report on

A STUDY ON COMMUNICATION GAP BETWEEN RETAILERS & VODAFONE DISTRIBUTOR AND THE SATISFACTION LEVEL OF RETAILERS TOWARDS VODAFONE DISTRIBUTOR
Undertaken at

M/S. GURUKRUPA ENTERPRISE, BIJAPUR. Submitted in Partial fulfillment of the requirement for the award of Master Degree in Business Administration During the academic year 2009-2010 By Md SHARIF. D. MULLA MBA II Semester Exam No.MBA09003043

Institute Guide Prof. Amruta. Mishrikoti.

External Guide Mr. Aditya. Darbar

Karnataka Law Societys INSTITUTE OF MANAGEMENT EDUCATION AND RESEARCH

Adarsh Nagar, Hindwadi, BELGAUM- 590011 E-mail: directoredu@klsimer.edu Web: www.klsimer.edu

(Affiliated to Karnatak University, Dharwad)

CERTIFICATE This is to certify that Mr. Md SHARIF. MULLA Has satisfactorily completed his Summer in plant Project At M/S. GURUKRUPA ENTERPRISE, BIJAPUR. Entitled

A STUDY ON COMMUNICATION GAP BETWEEN RETAILERS & VODAFONE DISTRIBUTOR AND THE SATISFACTION LEVEL OF RETAILERS TOWARDS VODAFONE DISTRIBUTOR
In partial fulfillment of the requirement of Masters Degree in Business Administration awarded by the Karnatak University, Dharwad, for the year 2009-2010.

Institute Guide
Prof. Amruta. Mishrikoti. Faculty- Member, KLSs IMER, Belgaum.

Director
Dr. A. B. Kalkundrikar, Director, KLSs IMER, Belgaum.

CHAPTER 1

EXECUTIVE SUMMARY
Retailers and distributors play key role in building powerful brand and achieving promotional objectives by forming an important link between service provider and ultimate customer. The project taken by me was STUDY ON COMMUNICATION GAP BETWEEN RETAILERS &VODAFONE DISTRIBUTOR AND SATISFACTION LEVEL OF RETAILERS TOWARDS VODAFONE DISTRIBUTOR IN BIJAPUR CITY . NEED FOR THE STUDY It helps the distributor to know the needs and requirements of retailer for improving the sales; it helps the distributor to understand the communication gap between retailers and distributor. MAIN OBJECTIVES OF THE RESEARCH: To know the needs & requirements of a Vodafone retailers. To analyze the communication gap between retailers & Vodafone distributor. To understand supply policy of Vodafone distributor, materials like ER, PRC, SIM cards,

Posters, etc. To analyze the satisfactory level of retailers with the Vodafone distributor. To analyze the response of Vodafone DSE to the problem of retailers.

LIMITATION OF THE STUDY:

The study is restricted in the scope owing to the following limitations: 1. 2. The study is limited to a particular geographical area that is BIJAPUR city only. The information and data collected and analyzed is restricted to the researchers

knowledge and ability.

3.

The answers that I have got from the retailers cannot be considered as totally perfect

because of various personal and other limitations. 4. Cost and time was also another limiting factor that affected the study.

About telecommunication in INDIA

The stupendous growth of the telecommunication companies in India over the last fifteen years can be attributed to the liberal government of India, economic policy. The economic renaissance affected in the early 1990s brought around a paradigm shift on the overall business scenario of India. The telecommunication companies in India went through a huge make-over during the implementation of the open-market policy of India. The economic contribution made by these newly formed telecommunication companies of India is really mentioned worthy and this industry witnessed highest growth after the Indian Information Technology industry. The robust growth of Indian economy after the economic liberalization in the 1990s induced massive change in the telecom policy and new draft was framed and implemented by the 'Telecom Regulatory Authority of India' (TRAI) and 'Department of Telecommunication' (DOT), under the Ministry of Telecommunication government of India. The main aim of these telecommunication companies in India is to provide basic telephony services to each and every Indian. With the advent of private telecommunication companies in India, the industry witnessed introduction of mobile telephones into the Indian market and it became popular amongst the Indian masses in no time. Today two types of mobile phone service providers operates in the Indian market, like the following -

Global System for Mobile Communications (GSM) Code Division Multiple Access (CDMA)

The main binding objective for all the telecommunication companies operating in India is as follows

To facilitate telecommunication for all Ensuring quick availability of telephone connectivity Achieve universal service access at affordable price covering all Indian villages, as early as possible

Providing world class telecommunication services Solving consumer complaints, resolve disputes, and special attention to be given to public interface

To provide widest possible range of services at reasonable prices To emerges as a major manufacturing base and major exporter of telecommunication equipment

To protect the defense and security interests of the country

Three types of service providers exist in the Indian telecommunication sector, like the following

State owned companies like - Bharat Sanchar Nigam Ltd, Videsh Sanchar Nigam Ltd and Mahanagar Telephone Nigam Ltd

Private Indian owned companies like - Reliance Infocomm and Tata Teleservices.

Foreign invested companies like - Vodafone-Essar, Bharti Tele-Ventures, Escotel, Idea Cellular, BPL Mobile, Spice Communications etc.

About Vodafone
This case study examines how two businesses that have global appeal are co-operating to achieve their shared visions for their companies and brands

Company vision

Vodafone: To become a global mobile leader in terms of profit, customers and value, making mobile networks the "nervous system" of the networked economy spanning three major developed markets (Europe, US and Japan).

Brand vision

Vodafone A 'can do' approach that makes life easier for customers.

Vodafone's current business strategy is to grow through geographic expansion, acquisition of new customers, retention of existing customers and increasing usage through innovations in technology.

This is proving a very successful strategy, as is evident from Vodafone's UK success. Vodafone opened the UK's first cellular network on 1 January 1985. It has been the market leader since 1986; its UK networks carry over 100 million calls each week. Vodafone currently has the largest share of the UK cellular market. It is anticipated that by 2005 there will be over

one billion mobile phone users throughout the world, using a wide range of phones including 'third generation' and Wireless Application Protocol (WAP) enabled phones. Nearly two-thirds of these mobile phones will be WAP enabled and with rapid increases in processing power, third generation mobile phone users will be able to:

find out cinema programmed schedules and seat availability

book the tickets

study the best route and where to park

access the Internet

Hold video conferences while on the move.

Vodafone is well placed to benefit from these developments. As a global telecommunications company, Vodafone benefits from the advantages of operating across a range of markets which enables them to benefit from huge cost savings resulting from dealing with single suppliers worldwide for example.

Vodafone's marketing strategy

Vodafone's marketing aim in the UK is to retain market leadership. Vodafone's strategy is product-led; the company is continually developing new products and services which utilize the latest technological advances. However, as consumers become increasingly sophisticated users of modern mobile technology, they make new demands and seek added value through

product improvements. Consumers are becoming more demanding and suppliers have to listen. Vodafone must feed this back into its product strategy.

For example, young people think hard about which mobile phone to buy. In their search for the widest range of appropriate services and the best value for money, young people in particular examine catalogues, surf the Internet and study what their friends have bought. Trying to sell to them is tough. In order to retain market leadership, Vodafone has established a set of marketing objectives. These are to:

obtain new customers

keep the customers it already has

introduce new technologies and services (e.g. text messaging, WAP)

Continue to develop the Vodafone brand.

Vodafone is achieving these objectives by continually updating the range of phones and services offered to keep ahead of its competitors. Vodafone also communicates regularly with its customers to keep them well informed of the benefits of all Vodafone products.

Marketing benefits

The marketing benefits for Vodafone from the alliance cover three main areas.

Enhancing brand awareness and image

The agreement includes the incorporation of Vodafone's brand logo on the playing kit, the rights to use the Manchester United logo in promotions, advertising and perimeter signage at all Manchester United home games (excluding European Champions League). Vodafone also features strongly in Manchester United marketing materials including match programs, the Manchester United magazine and internet site www.manutd.com. The association with a football team, especially Manchester United, also adds excitement, passion, fun and emotion to the Vodafone brand.

These benefits clearly support marketing objectives by promoting and enhancing the Vodafone brand, which will help to win and retain customers.

Extending the range of products and services

Through the link with Manchester United, Vodafone has the opportunity to increase sales of phones and accessories. With a variety of 'Reds' phones and accessories, Vodafone is offering a range of Manchester United phone covers and cases with different designs. Offering Manchester United branded phones and accessories enables Vodafone to win more customers and increase brand awareness across the globe wherever there is a Manchester United fan.

Adding value to services

The Official Mobile Communications Service for Manchester United fans is manUmobile. It is typical of the added value services that Vodafone is creating. Thanks to manUmobile, fans have direct access, through their mobile phone, to the latest news from the club 24 hours a day. Once users have registered at http://www.manumobile.com from their PC,

they can receive a host of information direct to their digital mobile phone via text messaging. These services include text alerts giving fixture lists, match information, match incidents and news flashes. manUmobile ensures that fans know what is happening on the pitch, even if they are not at the game and are miles away from a TV set.

Fans

can

also

register

and

access

the

service

with

WAP

handset

via

http://www.manumobile.com/wap.

Using this service, fans will have access to club news, details of ticket availability, route guidance to Old Trafford and detailed statistical information about each team or squad member. Under match information they can find fixture details, Premiership league tables, reviews of matches, match reports and so on.

Added value services such as manUmobile enable Vodafone to meet its marketing objectives of gaining and retaining its customer base, enhancing the brand and introducing new technologies to an informed and enthusiastic target audience. The marketing benefits described above enable Vodafone to promote its global branding strategy by using the UK as a launch pad for stretching its own brand across the globe through one of the UK's most prestigious global brands: Manchester United.

RESEARCH METHODLOGY PROBLEM STATEMENT: Study on communication gap between retailers &Vodafone distributor and satisfaction level of retailers towards Vodafone distributor in BIJAPUR city. METHODOLOGY The methodology adopted to fulfill the objectives of the project is as follows Observations Interview

SAMPLE DESIGN: Population for this research is 190 retailers. SAMPLE SIZE = 100 retailers.

SAMPLE AREA: BIJAPUR CITY

SAMPLING METHOD: Simple random sampling TOOLS USED FOR ANALYSIS: 1. 2. a. Sample testing in SPSS software Graphical Representation of Analysis: Bar Diagrams

HYPOTHESES
1) There is communication gap existed between retailers & Vodafone distributor with

respect to A) Knowledge about schemes B)Communication of schemes.

A) H0: Less than or equal to 80% of retailers feel that the DSEs has good knowledge about schemes H1: More than 80% of retailers feel that the DSEs has good knowledge about schemes

B) H0: Less than or equal to 80% of retailers feel that the DSEs clarity of communication is good H1: More than 80% of retailers feel that the DSEs clarity of communication is good

2) Retailers are satisfied with the distributor with respect to A) DSE visit B) supply of SIM cards C) supply of promotional materials D) Overall support of distributor.

A) H0: Less than or equal to 80% of retailers are satisfied with the distributor with respect to DSE visit to the outlet H1: More than 80% of retailers are satisfied with the distributor with respect to DSE visit to the outlet B) H0: Less than or equal to 80% of retailers are satisfied with the distributor with respect to supply of SIM cards. H1: More than 80% of retailers are satisfied with the distributor with respect to supply of SIM cards. C) H0: Less than or equal to 80% of retailers are satisfied with the distributor with respect to supply of promotional materials H1: More than 80% of retailers are satisfied with the distributor with respect to supply of promotional materials

D) H0: Less than or equal to 90% of retailers are satisfied with the distributor with respect to Overall support of distributor.

H1: More than 90% of retailers are satisfied with the distributor with respect to Overall support of distributor

CHAPTER 2

1. Since how m any ye ars you have be en as sociate d w ith vodafone ? Frequency less than 1 year 24 1-3 years 22 3-5 years 24 more than 5 years 30 Total 100 Percent 24.0 22.0 24.0 30.0 100.0 Valid Percent 24.0 22.0 24.0 30.0 100.0 Cumulative Percent 24.0 46.0 70.0 100.0

Valid

1. Since how many years you have been associated with vodafone?

30

20

Percent
10 0 less than 1 year 1-3 years 3-5 years more than 5 years

1. Since how many years you have been associated with vodafone?

INTERPRETATION: From the above table we analyzed that 30% of the respondents are associated with the Vodafone more than 5 years. 24% of them associated with 3-5 years. 24% of them associated with less than 1 year & remaining 20% of them associated with 1-3 years.

2. How fre quently does vodafone DSE vis it your outlet in a w e ek ? Frequenc y 70 10 6 14 100 Percent 70.0 10.0 6.0 14.0 100.0 Valid Percent 70.0 10.0 6.0 14.0 100.0 Cumulativ e Percent 70.0 80.0 86.0 100.0

Valid

Daily tw ic e thric e 4 times Total

2. How frequently does vodafone DSE visit your outlet in a week?

60

Percent

40

20

0 Daily twice thrice 4 times

2. How frequently does vodafone DSE visit your outlet in a week?

INTERPRETATION: From the above chart we analyzed that 70% of respondents said, the Vodafone DSE visit daily. 14% of them said DSE visit 4 times in a week. 10% of them said twice in a week & remaining 6% of them said thrice in a week.

3. Doe s your DSE supply stock s like ER, PRC, s im cards tim e to tim e ? Frequenc y 94 6 100 Percent 94.0 6.0 100.0 V alid Percent 94.0 6.0 100.0 Cumulativ e Percent 94.0 100.0

V alid

yes no Total

3. Does your DSE supply stocks like ER, PRC, sim cards time to time?

100

80

Percent

60

40

20

0 yes no

3. Does your DSE supply stocks like ER, PRC, sim cards time to time?

INTERPRETATION: From the above chart we analyzed that 94% of respondents said that, the DSE supply ER, PRC, SIM cards time to time & remaining 6% of them said not regularly.

4. How many days in a w ee k you e xpe ct DSE to vis it your outle t? Frequency daily 82 alternate days 12 any 3 days 6 Total 100 Percent 82.0 12.0 6.0 100.0 Valid Percent 82.0 12.0 6.0 100.0 Cumulative Percent 82.0 94.0 100.0

Valid

4. How many days in a week you expect DSE to visit your outlet?

100

80

Percent

60

40

20

0 daily alternate days any 3 days

4. How many days in a week you expect DSE to visit your outlet?

INTERPRETATION: From the above chart we analyzed that 82% of respondents expect DSE visit daily & remaining 12% of them expect alternate days & remaining 6% of them expect any 3 days of a week.
5. How regularly does your DSE supplies the sign board, posters, etc. For communicating timely tariff plans & offers? Cumulative Percent 64.0 100.0

Valid

Regularly Occasionally Total

Frequency 64 36 100

Percent 64.0 36.0 100.0

Valid Percent 64.0 36.0 100.0

5. How regularly does your DSE supplies the sign board, posters, etc. For communicating timely tariff plans & offers?

60

Percent
40

20

0 Regularly Occasionally

5. How regularly does your DSE supplies the sign board, posters, etc. For communicating timely tariff plans & offers?

INTERPRETATION: From the above chart we analyzed that 64% of respondents said that, the DSE supply sign board, posters, etc, regularly & remaining 36% of them said occasionally.

6. Rate your opinion on the following parameters of service provided by the DSE

6. a. Knowledge about schemes Cumulative Percent 52.0 92.0 100.0

Valid

Very good Good Average Total

Frequency 52 40 8 100

Percent 52.0 40.0 8.0 100.0

Valid Percent 52.0 40.0 8.0 100.0

6. a. Knowledge about schemes

60

50

Percent 40

30

20

10

0 Very good Good Average

6...a. Knowledge about schemes

INTERPRETATION: From the above table we analyzed that 52% of respondents have rated very good on knowledge about schemes. 40% of them have rated good on knowledge about schemes. 8% of them rated average on knowledge about schemes.

6. b. Communication of scheme Cumulative Percent 44.0 90.0 100.0

Valid

Very good Good Average Total

Frequency 44 46 10 100

Percent 44.0 46.0 10.0 100.0

Valid Percent 44.0 46.0 10.0 100.0

6. b. Communication of scheme

50

40

Percent
30

20

10

0 Very good Good Average

6. b. Communication of scheme

INTERPRETATION: From the above table we analyzed that 44% of respondents have rated very good on communication of schemes. 46% of them have rated good on communication of schemes. 10% of them have rated average on communication of schemes.

7) Rate your satisfaction level on the following parameters.

7.a. DSE vis it Frequency highly satisfied 78 satisfied 20 average 2 Total 100 Percent 78.0 20.0 2.0 100.0 Valid Percent 78.0 20.0 2.0 100.0 Cumulative Percent 78.0 98.0 100.0

Valid

7.a. DSE visit

80

60

Percent

40

20

0 highly satisfied satisfied average

7.a. DSE visit

INTERPRETATION: From the above table we analyzed that 78% of respondents are highly satisfied with the DSE visit, 20% of them are satisfied with the DSE visit, 2% of them are neither satisfied nor dissatisfied.

7.b. Supply of sim cards Frequency 18 62 20 100 Percent 18.0 62.0 20.0 100.0 Valid Percent 18.0 62.0 20.0 100.0 Cumulative Percent 18.0 80.0 100.0

Valid

highly satisfied satisfied average Total

7.b. Supply of sim cards

60

Percent

40

20

0 highly satisfied satisfied average

7.b. Supply of sim cards

INTERPRETATION: From the above table we analyzed that 18% of respondents are highly satisfied with the supply of SIM cards, 62% of them are satisfied with the supply of SIM cards, 20% of them are neither satisfied nor dissatisfied.

7.c. Supply of promotional materials Frequenc y 14 66 20 100 Percent 14.0 66.0 20.0 100.0 Valid Percent 14.0 66.0 20.0 100.0 Cumulativ e Percent 14.0 80.0 100.0

Valid

highly s atis fied satisfied av erage Total

7.c. Supply of promotional materials

60

Percent

40

20

0 highly satisfied satisfied average

7.c. Supply of promotional materials

INTERPRETATION: From the above table we analyzed that 14% of respondents are highly satisfied with the supply promotional materials, 66% of them are satisfied with the supply of promotional materials, 20% of them are neither satisfied nor dissatisfied.

7.d. ove rall s upport Frequency highly satisfied 18 satisfied 70 average 12 Total 100 Percent 18.0 70.0 12.0 100.0 Valid Percent 18.0 70.0 12.0 100.0 Cumulative Percent 18.0 88.0 100.0

Valid

7.d. overall support

60

Percent

40

20

0 highly satisfied satisfied average

7.d. overall support

INTERPRETATION: From the above table we analyzed that 18% of respondents highly satisfied with the overall support. 70% of them satisfied with the overall support12% of them neither satisfied nor dissatisfied.

8. How do you rate the sale of Vodafone in your outle t? Frequenc y 36 60 4 100 Percent 36.0 60.0 4.0 100.0 Valid Percent 36.0 60.0 4.0 100.0 Cumulativ e Percent 36.0 96.0 100.0

Valid

ex cellent good av erage Total

8. How do you rate the sale of Vodafone in your outlet?

60

50

40

Percent

30

20

10

0 excellent good average

8. How do you rate the sale of Vodafone in your outlet?

INTERPRETATION: From the above chart we analyzed that 36% of respondents said, the sale of Vodafone is excellent, 60% of them said the sale of Vodafone is good & remaining 4% of them said average.

9. According to you w hich of the below m e ntione d ope rators , has the highe st s ales in your outlet? Frequenc y 38 52 10 100 Percent 38.0 52.0 10.0 100.0 V alid Percent 38.0 52.0 10.0 100.0 Cumulativ e Percent 38.0 90.0 100.0

V alid

vodafone airtel tatadocomo Total

9. According to you which of the below mentioned operators, has the highest sales in your outlet?
60

50

40

Percent

30

20

10

0 vodafone airtel tatadocomo

9. According to you which of the below mentioned operators, has the highest sales in your outlet?

INTERPRETATION: From the above chart we analyzed that 52% of respondents said, the highest sale of operator in their outlet is airtel, 38% of them said that, the highest sale is Vodafone & remaining 10% of them said Tata docomo.

10. What is the average sale of ER in your outlet in a month? Cumulative Percent 8.0 64.0 94.0 100.0

Valid

<10000 10000-25000 25000-50000 50000-100000 Total

Frequency 8 56 30 6 100

Percent 8.0 56.0 30.0 6.0 100.0

Valid Percent 8.0 56.0 30.0 6.0 100.0

6 0 5 0 4 Perc 0 3 ent 0 2 0 1 0 0

10. What is the average sale of ER in your outlet in a month?

<100 10. 00

What is the average sale of ER in your 25000 50000 100000 outlet in a month?

10000-

25000-

50000-

INTERPRETATION: From the above chart we analyzed that 56% of respondents said that, the average sale of ER in a month in their outlet is between 10000-25000, 30% of them said are between 25000-50000. 8% of them said are between 50000-100000 & remaining 6% of them said less than 10000.

11. What is the average sale of PRC in your outlet in a m onth? Frequenc y 24 56 20 100 Percent 24.0 56.0 20.0 100.0 Valid Percent 24.0 56.0 20.0 100.0 Cumulativ e Percent 24.0 80.0 100.0

Valid

<1000 1000-2000 2000-5000 Total

11. What is the average sale of PRC in your outlet in a month?

60

50

40

Percent

30

20

10

0 <1000 1000-2000 2000-5000

11. What is the average sale of PRC in your outlet in a month?

INTERPRETATION: From the above chart we analyzed that 56% of respondents said, the average sale of PRC in a month in their outlet is between1000-2000, 24% of them said, less than 1000, 20% of them said between2000-5000.

12. What is the average sale of SIM cards in your outlet in a month? Cumulative Percent 36.0 64.0 84.0 96.0 100.0

Valid

<5 5-10 10-25 25-50 50-100 Total

Frequency 36 28 20 12 4 100

Percent 36.0 28.0 20.0 12.0 4.0 100.0

Valid Percent 36.0 28.0 20.0 12.0 4.0 100.0

12. What is the average sale of SIM cards in your outlet in a month?

40

30

Percent

20

10

0 <5 5-10 10-25 25-50 50-100

12. What is the average sale of SIM cards in your outlet in a month?

INTERPRETATION: From the above chart we analyzed that 28% of respondents said that the average sale of SIM cards in a month in their outlet is 5-10, 20% of them said that is 10-25, 12% of them said that is 25-50, 4% of them said that is 50-100 & remaining 36% of them said that is less than 5.

13. How do you get to know about the newly launched plans & offers? ((( Valid SMS Advertising byDSE Total Frequency 28 8 64 100 Percent 28.0 8.0 64.0 100.0 Valid Percent 28.0 8.0 64.0 100.0 Cumulative Percent 28.0 36.0 100.0

13. How do you get to know about the newly launched plans & offers?

60

Percent

40

20

0 SMS Advertising byDSE

13. How do you get to know about the newly launched plans & offers?

INTERPRETATION: From the above chart we analyzed that 64% of respondents said that they get to know about newly launched plans & offers by DSE. 28% of them said that from SMS. 8% of them said from advertising.

HYPOTHESES TESTING
1) There is communication gap existed between retailers & Vodafone distributor with respect to A) Knowledge about schemes B) Communication of schemes. A) H0: Less than or equal to 80% of retailers feel that the DSEs has good Knowledge about schemes H1: More than 80% of retailers feel that the DSEs has good knowledge about scheme Sample size: 100 Found No: 92 Method: Z test H0: V<0.8 H1: V>=0.8 Standard error of proportion (for population) ^-p= sqrt(p(1-p))/ n-1 Sqrt(0.8 * 1-0.8)/99 ^-p=0.040 Critical value = p + z * ^-p = 0.8 + 1.96 (0.040) = 0.88 Test Statistic value P= no. of favorable responses/ Sample size = 92 / 100 = 0.92

P is (0.92) more than the critical value that is (0.88), it falls in rejection area, and therefore H0 is rejected.

B) H0: Less than or equal to 80% of retailers feel that the DSEs clarity of communication is good

H1: More than 80% of retailers feel that the DSE clarity of communication is good. Sample size: 100 Found No: 90 Method: Z test H0: V<0.8 H1: V>=0.8 Standard error of proportion (for population) ^-p= sqrt(p(1-p))/ n-1 Sqrt(0.8 * 1-0.8)/99 ^-p=0.040 Critical value = p + z * ^-p = 0.8 + 1.96 (0.040) = 0.88 Test Statistic value P= no. of favorable responses/ Sample size = 90 / 100 = 0.90

P is (0.90) more than the critical value that is (0.88), it falls in rejection area, and therefore H0 is rejected.

2) Retailers are satisfied with the distributor with respect to A) DSE visit B) supply of SIM cards C) supply of promotional materials D) Overall support of distributor. A) H0: Less than or equal to 80% of retailers are satisfied with the distributor with respect to DSE visit to the outlet H1: More than 80% of retailers are satisfied with the distributor with respect to DSE visit to the outlet. Sample size: 100 Found No: 98 Method: Z test H0: V>=0.8 H1: V<0.8 Standard error of proportion (for population) ^-p= sqrt(p(1-p))/ n-1 Sqrt(0.8 * 1-0.8)/99 ^-p=0.040 Critical value = p + z * ^-p = 0.8 + 1.96 (0.040) = 0.88 Test Statistic value P= no. of favorable responses/ Sample size = 98 / 100 = 0.98

P is (0.98) more than the critical value that is (0.88), it falls in rejection area, and therefore H0 is rejected

B) H0: Less than or equal to 80% of retailers are satisfied with the distributor with respect to supply of SIM cards. H1: More than 80% of retailers are satisfied with the distributor with respect to supply of SIM cards.

Sample size: 100 Found No: 80 Method: Z test H0: V<0.8 H1: V>=0.8 Standard error of proportion (for population) ^-p= sqrt(p(1-p))/ n-1 Sqrt(0.8 * 1-0.8)/99 ^-p=0.040 Critical value = p + z * ^-p = 0.8 + 1.96 (0.040) = 0.88 Test Statistic value P= no. of favorable responses/ Sample size = 80 / 100 = 0.8

P is (0.8) less than the critical value that is (0.88), it falls in acceptance area, and therefore H0 is accepted.

C) H0: Less than or equal to 80% of retailers are satisfied with the distributor with respect to supply of promotional materials H1: More than 80% of retailers are satisfied with the distributor with respect to supply of promotional materials

Sample size: 100 Found No: 80 Method: Z test H0: V<0.8 H1: V>=0.8 Standard error of proportion (for population) ^-p= sqrt(p(1-p))/ n-1 Sqrt(0.8 * 1-0.8)/99 ^-p=0.040 Critical value = p + z * ^-p = 0.8 + 1.96 (0.040) = 0.88 Test Statistic value P= no. of favorable responses/ Sample size = 80 / 100 = 0.8

P is (0.8) less than the critical value that is (0.88), it falls in acceptance area, and therefore H0 is accepted.

D) H0: Less than or equal to 90% of retailers are satisfied with the distributor with respect to overall support of distributor. H1: More than 90% of retailers are satisfied with the distributor with respect to Overall support of distributor

Sample size: 100 Found No: 88 Method: Z test H0: V<0.9 H1: V>=0.9 Standard error of proportion (for population) ^-p= sqrt(p(1-p))/ n-1 Sqrt(0.9 * 1-0.9)/99 ^-p=0.030 Critical value = p + z * ^-p = 0.9 + 1.96 (0.030) = 0.96 Test Statistic value P= no. of favorable responses/ Sample size = 88 / 100 = 0.88

P is (0.88) less than the critical value that is (0.96), it falls under acceptance area, and therefore H0 is accepted.

CHAPTER 3

FINDINGS

From the study it is found that 70% of retailers said that the Vodafone DSE visit to their outlet.

daily

From the study it is found that 94% of retailers said that the DSE supplies ER, PRC, SIM cards regularly.

It is found that 64% of retailers said that the DSE supplies sign boards, posters, etc, regularly.

As per the hypothesis testing it is found that the test statistic value (0.92) is more than the critical value (0.88), therefore H0 rejected. It is found that 92% of retailers feel that DSE has good knowledge about schemes.

Statistic value is (0.90) more than the critical value (0.88) it falls under rejection area; therefore, from the hypothesis calculation & analyses it is found that 90% of retailers feel that the DSE has the good clarity of communication about scheme.

Test statistic is (0.98) more than the critical value (0.88) it falls under rejection area, and also from analyses it is found that 98% of retailers are satisfied with the DSE visit.

Test statistic is (0.8) less than the critical value (0.88) it falls under acceptance area, and also from analyses it is found that 80% of retailers are satisfied supply of SIM cards.

Test statistic is (0.8) less than the critical value (0.88) it falls under acceptance area, and also from analyses it is found that 80% of retailers are satisfied supply of promotional materials.

Test statistic is (0.88) less than the critical value (0.96) it falls under acceptance area, and also from analyses it is found that 88% of retailers are satisfied with the overall support.

60% of retailers said that the sale of Vodafone is good.

From the study it is found that 6%, 20%, 4%, of retailers said that the average sale of Vodafone ER, PRC, SIM cards, are 50000-100000, 2000-5000, 50-100 respectively.

SUGGESTIONS
The distributor has to give some extra promotional materials like gifts, incentives, to those retailers whose average sales are more than the Rs.1, 00,000 per month.

The main person of distributor has to motivate to those retailers whose average sales are less than Rs. 20,000 per month, and also check out, about the DSEs visiting, supply of handouts of new tariffs and plans and clarity of communication about new schemes once in 15 days.

The Distributor executive has to supply regularly posters, banners, handouts about new tariffs and plans to retailers.

The executive has to spend at least half an hour with the retailers to communicate about new tariffs and plans.

CONCLUSION
Working with M/S. Gurukrupa enterprises (Vodafone distributor) for two months was nice experience, here I came to know about the practical knowledge of distribution and helped me to gain more knowledge about the telecom market.

From the overall study I conclude that Vodafone distributor is doing their job well, retailers also satisfied with distributors visit, supply of promotional activities, the DSE also has good knowledge and clarity of communication about new tariffs and plans. The only place where the distributor has to concentrate is to motivate retailers to improve the sales.

BIBLIOGRAPHY 1: Books Market Research: Tull & Hawkins. 2: websites www.vodafone.com www.telecommunication in india.com 3: Projects

ANNEXURE
Dear Respondents I am Md sharif. D. Mulla the student of 2nd semester MBA from KLSs IMER, BELEGAUM, conducting a market survey on A STUDY ON COMMUNICATION GAP BETWEEN RETAILERS AND VODAFONE DISTRIBUTOR AND THE SATISFACTION LEVEL OF RETAILERS TOWARDS VODAFONE DISTRIBUTOR IN BIJAPUR CITY. I assure that the information is given by you will be strictly used for academic purpose only. QUESTIONNAIRE 1: Since how many years have you associated with the Vodafone? a) Less than 1 year c) 3-5 years b) 1-3 years d) more than 5 years

2: How frequently does your Vodafone DSE visit your outlet in a week? a) Daily c) Thrice b) Twice d) 4 times

3: Does your DSE supply stocks like ER, PRC, SIM cards time to time? a) Yes b) No

4: How many days in a week you expect Vodafone DSE to visit your outlet? a) Daily c) Any 3 days b) Alternate days d) Any 4 days

5: How regularly does your distributor supplies the sign board, posters, etc. for communicating timely tariff plans &offers? a) Regularly c) Irregularly b) Occasionally d) Not at all

6: Rate your opinion on the following parameters of service provided by DSE. PARAMETERS Very good Knowledge about schemes Communication of schemes Good Average Bad Worst

7: Rate your satisfaction level on the following parameters. PARAMETERS Highly satisfied DSE visit Supply cards Supply promotional materials Overall support of SIM Satisfied Average Dissatisfied Highly dissatisfied

8: How do you rate the sale of Vodafone in your outlet?

Excellent

Good

Average Bad

Worst

9: According to you which of the below mentioned operators, has the highest sales in your outlet? a) Vodafone b) Airtel c) Idea

d) Reliance

e) TATA docomo

f) Aircel

g) Uninor 10: What is average sale of ER in your outlet in a month? a) <10,000 b) 10,000-25,000

c) 25,000-50,000

d) 50,000-1, 00,000

e) >1, 50,000

11: What is average sale of PRC in your outlet in a month? a)<1000 b) 1000-2000

c) 2000-5000

d) 5000-10,000

e) >10,000

12: What is average sale of SIM cards in your outlet in a month? a) <5 b) 5-10 c) 10-25

d) 25-50

e) 50-100

f) >100

13: How do you get to know about the newly launched plans & offers? (Tick only one) a) SMS b) Advertising

c) by DSE

d) any others__________________

DECLARATION

I hereby declare that the project entitled STUDY ON COMMUNICATION GAP BETWEEN RETAILERS &VODAFONE DISTRIBUTOR AND SATISFACTION LEVEL OF RETAILERS TOWARDS VODAFONE DISTRIBUTOR IN BIJAPUR CITY. is an independent Research Work carried out by me during Summer In-plant Project under the Guidance of Prof.Amruta. Mishrikoti. This is not been previously submitted for award for any degree or Diploma of this or any other University to the best of my knowledge.

Place: Belgaum.

Md sharif. D. Mulla

ACKNOWLEDGEMENT

No work is said to be complete without thanking the people who have helped me in perceiving any job. So this acknowledgement is for those who have played their role in completion of my project entitled study on communication gap between retailers &Vodafone distributor and satisfaction level of retailers towards Vodafone distributor in BIJAPUR city The project would not have been completed without the kind of cooperation and help of certain individuals to whom I owe this heartfelt gratitude. First and foremost I would like to express my sincere gratitude to Dr. A. B. Kalkundrikar Director KLSs IMER Belgaum, for his constant support and encouragement in carrying out this Summer In-plant Project. At the very outset I would like to thanks Mr. Aditya. Darbar who constantly guided and inspired me in completion of this project. During this period I experienced the real

environment, market situation, and mannerisms etc. that are very much needed in this competitive environment. My Sincere thanks to my Internal Guide Prof.Amruta. Mishrikoti for her valuable guidance in the completion of this Project successfully. I owe a debt of gratitude to my Parents, the silent guides in my Life without their never ending support nothing would have been possible. I also dedicate my sincere thanks to all Teaching Staff Members and Non Teaching Staff for their help. Last but not the Least I thank my friends and each and every one who directly or indirectly helped me in making my project successful. Md sharif. D. Mulla MBA II SEM-AUGUST 2010 Date: 11-08-2010

INDEX

CHAPTER 1

EXECUTIVE SUMMARY ABOUT TELECOMMUNICATION IN INDIA ABOUT VODAFONE RESEARCH METHODOLOGY HYPOTHESES

02 03 05 10 11 14 31 44 46 47 48 49

CHAPTER 2 CHAPTER 3

ANALYSIS AND INTERPRETATION HYPOTHESES TESTING FINDINGS SUGGESTIONS CONCLUSION BIBLIOGRAPHY ANNEXURE