Medhur STR

Customer satisfaction regarding idea
CHAPTER-1
INTRODUCTION
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INDUSTRY PROFILE
India is currently the worlds second-largest telecommunications market with a subscriber base
of 1.05 billion and has registered strong growth in the past decade and half. The Indian mobile
economy is growing rapidly and will contribute substantially to Indias Gross Domestic Product
(GDP), according to report prepared by GSM Association (GSMA) in collaboration with the
Boston Consulting Group (BCG). The country is the fourth largest app economy in the world.
at 25.8 million units in the quarter ending December 2016, and smartphone shipments during
2016 stood at 109.1 million units, up by 5.2 per cent year-on-year. Broadband services user-base
in India is expected to grow to 250 million connections by 2017.
Historically the telecom network in India was owned and managed by the government
considering it to be a natural monopoly and strategic service, best under states control.
However, in 1990s 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 sector for the private sector.
Indias telecom sector has shown massive upsurge in the recent years in all respects of industrial
growth. From the status of state monopoly with very limited growth, it has grown in the level of
an industry. Telephone, whether fixed landline or mobile, is an essential necessity for the people
of India. This changing phase was possible with the economic development that followed the
process of structuring the economy in the capitalistic pattern. Removal of restriction on foreign
capital investment and industrial de-licensing resulted in fast growth of this sector. At present the
countrys telecom industry has achieved, a growth rate of 14%. Till 2000, through cellular phone
companies were present, fixed landlines were popular in most parts of the country.
With government of India setting up the Telecom Regulatory Authority of India, and measures to
allow new players country, the featured products in the segment came in to prominence. Today
the industry offers services such as fixed landlines, WLL, GSM, Mobile, CDMA and IP
Servicesto customers, increasing competition among players allowed the prices drastically down
by making the mobile facility accessible to the urban middle class population, and to a great
extends in the rural areas. Even for small shopkeepers and factory workers a phone connection is
not an unreachable luxury. Major players in the sector are BSNL, MTNL, Bharti Television,
hutchison Essar, BPL, Tata idea, etc. with the growth of telecom services, telecom equipment,
and accessories manufacturing has also grown in a big way.
Fixed-line telephony
Public players subscribers
Private players subscribers
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Mobile telephony
Public players subscribers
Private players subscribers
Internet
Investment
The Indian telecom sector can be broadly classified into Fixed Line Telephony and
Mobile telephony. The major players of the telecom sector are experiencing a fierce
competition in both the segments. The major players like BSNL, MTNL, VSNL in the
fixed line and IDEA CELLULAR SERVICES, Hutch, Idea, Tata, Reliance in the mobile
segment are coming up with new tariffs and discount schemes to gain the competitive
advantage. The public players and the private players share the fixed line and the mobile
segments. Currently the public players have more than 60% of the market share.
00
38%
62%
public players private players
The Indian telecommunication industry, with about 600.69 million mobile phoneconnections
as of February 2010, is the third largest telecommunication network in the world and the second
largest in terms of number of wireless connections of 563.73 Millions The Indian telecom
industry is one of the fastest growing in the world and is projected that
Indiawill have 'billion plus' mobile users by 2015. Projectionby several leading globalconsultanci
es is that Indias telecom network will overtake Chinas in the next 10 years. For the past decade
or so, telecommunication activities have gained momentum in India. Efforts have been made
from both governmental and non-governmental platforms to enhance the
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infrastructure.The Mobile telecommunications system in India is the second largest in the world
audit was thrown open to private players in the 1990s.
MAJOR PLAYERS OF TELECOMMUNICATION & THEIR SHARES IN MARKET
Bharti
1%6%
23% vodafone
18% BSNL
Idea
Tata
11% 18% Reliance
uninor
11%
12% Aircel
MAJOR PLAYERS:-
1. BHARTI (AIRTEL):B h a r t i A i r t e l f o r m e r l y k n o w n a s B h a r t i T e l e -
V e n t u r e s L T D ( B T V L ) i s t h e l a r g e s t cellular service provider in
India, with more than 124 million subscriptions. W i t h t h i s , B h a r t i i s
now worlds third-largest, single-country mobile operator and
sixth-largest integrated telecom operator. It also offers fix ed line
services and broadband services. It offers its TELECOM services
u n d e r t h e A i r t e l b r a n d a n d i s h e a d e d b y S u n i l Bharti Mittal. The
company also provides telephone services and broadband Internet
access( D S L ) i n t o p 9 5 c i t i e s i n I n d i a . I t a l s o a c t s a s a c a r r i e r f o r
national and international long distance communication services.
T h e c o m p a n y h a s a s u b m a r i n e c a b l e l a n d i n g s t a t i o n a t Chennai,
which connects the submarine cable connecting Chennai and Singapore.
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2. VODAFONE:Vodafone Essar, formally known as Hutchison Essar is a

cellular operator in Indiat h a t c o v e r s 2 3 t e l e c o m c i r c l e s i n I n d i a
b a s e d i n M u m b a i . V o d a f o n e E s s a r i s o w n e d b yVodafone 67% and Essar
Group 33%. It is the second largest mobile phone operator in termsof revenue behind
Bharti Airtel, and third largest in terms of customers.
3. RELIANCE:Reliance owns businesses across India engaged in energy,

petrochemicals, textiles, natural resources, retail, and telecommunications. Reliance is
the most profitable company in India, the largest publicly traded company in India
by market capitalization, and the second largest company in India as measured by
revenue after the government-controlled Indian Oil Corporation.
4. IDEA:Idea Cellular is a wireless telephony company operating in all the

22 telecom circles i n I n d i a b a s e d i n M u m b a i . I t i s t h e 3 r d l a r g e s t
G S M C o m p a n y i n I n d i a b e h i n d A i r t e l a n d Vodafone and ahead of state
run player BSNL. Idea Cellular is an Aditya Birla Group Company, India's first truly
multinational corporation. Idea is a pan-India integrated GSM operator offering 2G,
3G and 4G services, and has its own NLD and ILD operations, and ISP license. Idea
is one of the top three mobile operators in India, with an annual revenue in excess of
USD 5 billion and a revenue market share of 19%.
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COMPANY PROFILE
Idea Cellular is an Aditya Birla Group Company, India's first truly multinational corporation.
Idea is a pan-India integrated GSM operator offering 2G, 3G and 4G services, and has its own
NLD and ILD operations, and ISP license. Idea is one of the top three mobile operators in India,
with an annual revenue in excess of USD 5 billion and a revenue market share of 19 per cent.
With nearly 200 million subscribers, Idea ranks sixth in the global rankings of operators in
subscriber terms, for single country operations.
TYPE Public Company
INDUSTRY Telecommunication
FOUNDED 1995
HEADQUARTERS Mumbai, India
PRODUCTS Mobile telephony, wireless broadband
REVENUE 5 Billion
MEMBER 200 Million
PARENT Aditya Birla Group
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Ideas pan-India network covers over 400,000 towns and villages across the country. The
company is further expanding network infrastructure to make high speed mobile broadband
services reach out to over a billion population of the country. Idea executed the fastest 4G roll-
out in the country in 2016 - with one broadband site being installed every ten minutes. Ideas
pan-India network comprises of over 240,000 cell sites, nearly half of which is broadband. Idea
has also rapidly expanded its fibre network which spread across 1.4 lakh kms at the end of March
17.Idea has been focused at growing its 4G presence in India which is now available across 20
circles, covering 94 per cent of its revenue market.
Using the latest in technology, Idea provides world-class service delivery through the most
extensive network of customer touch points, comprising of over 8,700 exclusive Idea outlets, call
centre, Digital app and social media. Ideas commitment to providing superior customer
experience across all touch points has helped it stay at the No. 1 position in Customer
Satisfaction Survey, consistently, for the last few years. The leading market research firm
Forrester in its Customer Service Index 2016 has ranked Idea at No. 1 position in customer
service and rated it as good the only wireless service provider to achieve this feat!
Idea 4G available at:-
1. Andhra Pradesh
2. Haryana
3. Karnataka
4. Tamil Nadu
5. Punjab
6. Orrisa
7. Madhya Pradesh
8. Punjab
9. Gujrat
Merger with Vodafone India

On 20 March 2017, Idea and Vodafone India announced that their respective boards had
approved a merger of the two companies. The merger will not include Vodafone's 42% stake in
Indus Towers Ltd. The merger will create the largest telecom company in India by subscribers
and by revenue. Under the terms of the deal, the Vodafone will hold a 45.1% stake in the
combined entity, the Aditya Birla Group will hold 26% and the remaining shares will be held by
the public. The merger is expected to be completed by March 2019, and the newly merged entity
will be named at a later date.
Idea competes with other major mobile operators including Airtel, Vodafone, BSNL, Reliance
Communications, Aircel, Telenor and Tata DoCoMo. While Idea competed very closely with the
then smaller operators like Reliance Communications, BSNL, Tata, Aircel in circa 2006-07, as
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of 31 Dec 2015, Idea has gone far ahead of the rest of these competitors clocking a Revenue
Market Share of over 18.5% while the rest remain below 9%. Over the last 3 years, Idea has
cornered an incremental Revenue Market Share of 33% giving tough competition to market
leaders Airtel and Vodafone by earning 1/3rd of the incremental market - way above its fair
share of the market.
On 19 May 2010, in the 3G spectrum auction Idea paid 57.68 billion (US$900 million) for
spectrum in 11 circles.] Idea launched its first 3G services in 2011. As of 31 Mar 2016, Idea
Cellular offers 3G services on its own spectrum in 13 telecom service areasthe latest being
Delhi (NCR) and Kolkata. Idea has now launched its own 4G LTE services in over 350 towns
across 10 telecom service areas including its leadership service areas like Maharashtra, Kerala,
MP&CG, AP&T, Punjab and Haryana. It now provides 4G services in the service areas of
Karnataka and Tamil Nadu covering large metros and mini metros of Chennai and
Bengaluru.Idea strengthened its customer base after the launch of MNP in India.
KEY PEOPLE OF IDEA

Mr Kumar Mangalam Birla
Mr Himanshu Kapania
Arun Thihagarajan
Tarjani Vakil
Mohan Gyani
R.C Bhargava
P. Murari
THEIR PROMOTERS ARE:
Aditya Birla Nuvo Limited

Grasim Industries Limited
Hindalco Industries Limited and
Birla TMT Holdings Private Limited
MISSION
"We will Delight our Customers while meeting their individual communication needs
anytime anywhere"
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VALUES
Integrity- honesty in every action:

At Aditya Birla Group, Integrity is defined as: Acting and taking decisions in a manner that is
fair, honest, following the highest standards of professionalism and also perceived to be so.
Integrity for us means not only financial and intellectual integrity, but in all other forms as are
commonly understood.
Commitment Delivery of promises
At Aditya Birla Group Commitment is defined as: On the foundation of integrity, doing
whatever it takes to deliver value to all stakeholders. In the process, taking ownership of our
actions and decisions, those of our team and that part of the organization that we are responsible
for.
Speed one step ahead always
At Aditya Birla Group, Speed is defined as: Responding to internal and external customers with
a sense of urgency. Continuously seeking to crash timelines and choosing the right rhythm to
optimize organization efficiencies.
Idea operates cellular phone services in Uttar Pradesh ( West ), Haryanaand Kerala circles and
has a total customer base of over 4.2 billions customers. At present, Idea provides coverage in
180 towns, highway coverage in 77 towns and 3000 villages in U.P. (West), Haryana and Kerala
the widest in these circles. Idea has established the most extensive roaming tie-ups in the
country and provides service in more than 1200 cities and major highways with Automatic
Roaming. It also provide international roaming in most of countries in the world. Idea has also
invested in building up an 1800 km long independent microwave backbone to ensure reliability
of its service and is one of the few operators in the country to do so. Idea is the first cellular
company in the country to provide Service Guarantee made possible through its Total Quality
Management practices and had been given rating the No. 1 Non-Metro cellular service provider
in customer satisfaction in the Mobile Users Survey 2002
conducted by Voice & Data.
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CHAPTER-2
LITERATURE REVIEW
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LITERATURE REVIEW
Dixit, Jain Neha, (2007) stated that, Colossal budge in both technology and consumer behavior
during the past two decades have taken a contemporary visage. The sustainable profitable growth
has lead companies into head-to-head competition. The companies are fighting for customer
satisfaction through differentiation. The imperative factors that may be accounted towards
customer satisfaction be marketing communication, perceived quality, and customer loyalty.
This study investigates the effect of marketing strategies espoused by Idea Cellular and its upshot
on the consumers. It also attempts to study the expectations of the customers and the marketing
strategies that have been taken by the organization to discharge them. A study of perception of
employees has also been made to understand insights and identify factors of customer
satisfaction that the organization is focusing on. The study highlights the factors that contribute
to the hedonistic escalation in this dynamic competitive world.
Khan Assaari and Karia (2000) in their paper titled stated that , Churn Management towards
Customer Satisfaction on Idea; A Case of Cellular operations in Delhi have viewed that
customer satisfaction and customer service have been critical factors of the cellular industry.
Cellular service providers need to ensure about the technology that provides customer service
best in the industry. It is stated that investment in people and in technology helps in providing
best customer service for today and for the future. One common ground that most carriers and
customers agree on is that good customer service can have a key impact on how a customer
views firms services and company.
(2012) Simon Gyasi Nimako, in research article linking Quality, Satisfaction and behavior
Intentions in Ghanas Mobile Telecommunication Industry stated that a strong relationship
between service quality, satisfaction and behavior intention and that service quality and
satisfaction maybe viewed as two separate constructs. Managers could influence behavior
intentions and satisfaction through the four critical aspects of SQ unique to the mobile telephony
industry.(2013), Sood Shart in his research article perception of customers
Bhave and Ashish (2002) in their article entitled, Customer Satisfaction Measurement have
found that the opinion that customers perception towards service and quality of a product
determines the success of that product or service in the market. With better understanding of
customers perceptions, a firm can determine the suitable actions to meet the needs of customers.
Firms can identify their own strengths and weaknesses in comparison with their competitors.
Major attributes that influence customer satisfaction are product quality, packaging, delivery
commitments, price, responsiveness and ability to resolve complaints and overall
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communication, accessibility and attitude failing short creates dissatisfaction. Customer loyalty
is an important strategic objective for all organizations.
Mukesh Chaturvedi and Abhinav Chaturvedi (2005) in their article entitled, Customer
Relationship Management An India Perspective have explained that as the competition in
telecom area intensified, service providers have taken new initiatives to customers. Prominent
among them are celebrity endorsements, loyalty rewards, discount coupons, business solutions
and talk time schemes. The most important consumer segments in the cellular market are the
youth segment and business class segment.
Munnukka and Juha (2005) in their article titled, Dynamics of Price Sensitivity among
Mobile Service Customers have stated that customer satisfaction in Idea is a multi-dimensional
nature and viewed overall satisfaction as a function of satisfaction with multiple experiences
with the service provider. He has discovered that price sensitivity is one of the key factors
affecting companies choices of prices. Yet in mobile services sector business, practitioners are
facing problems in deciding prices as they are short of knowledge on their customers' price
sensitivity levels and dynamics. Mobile service customers differ significantly in their price
sensitivity levels and customers with moderate usage of mobile services are least price sensitive,
while intensive and low-end users are most sensitive to price changes. It is also Important notion
that customer' price perceptions and innovative levels are accurate indicators of their price
sensitivity.
Sanjeev Panandikar and Rahul Rajput (2005) in their article entitled, Comparative Study on
Service Quality of Mobile Operators of Idea: An Approach of Multidimensional Profile
Analysis have pointed out that the degree of consumer satisfaction bears a direct impact on the
quality of service where good quality of services gives better customer satisfaction and bad
quality of services leads to dissatisfaction of the consumer. In a monopoly situation, a customer
has no choice but to accept the quality of services of whatever level of standard that the
monopoly operator provides. However, by bringing in competition and giving free choice to
select an operator, the market share of an operator will largely depend on the quality of services
and the price. Quality of service as perceived by a customer largely depends on service support
performance, which is ability of an operator to provide services and maintain them.
V.M.Selvaraj (2005) in his article titled, A Study on Consumer Behaviour towards Cell Phone
Users in Delhi City has stated that the existing customers are satisfied with the current services
and the cell phone companies have good prospective customers. By creating more awareness,
better coverage, connectivity and new schemes, more prospects for cell phone service can be
generated. The researcher has concluded that a man without cell cannot dwell in future.
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K.C. Raja, Sharma, Uma, and R. Shashikala (2006) in their article entitled, Measuring
Customer Satisfaction on Idea: An Empirical Study have stated that customer satisfaction is a
concern for any business throughout the world. They have discussed customer satisfaction in the
context of perceived values of the mobile commerce, service attributes, product quality, service
support, product distribution, service personnel, information about the service and corporate
brand equity are the underlying factors of customer satisfaction.
P.Shikala(2006) in her article titled, Telecom Services: Measurement of Customer

Satisfaction has indicated the customers set reliability among the components of service quality
as the important criterion to determine behavioural intention. Service quality includes elements,
like coverage, connectivity and voice clarity which are strongly correlated with the technical
limitation of the mobile subscriber network as well as service providers own infrastructure. The
identified important discriminate service quality factors among the satisfied and the dissatisfied
in the mobile phone services are reliability and responsiveness.
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ABOUT THE TOPIC
Definition:
Customer satisfaction is a part of customers experience that exposes a suppliers behavior

on customers expectation. It also depends on how efficiently it is managed and how promptly
services are provided. This satisfaction could be related to various business aspects like
marketing, product manufacturing, engineering, quality of products and services, responses
customers problems and queries, completion of project, post delivery services, complaint
management etc.
Customer satisfaction is the overall essence of the impression about the supplier by the
customers. This impression which a customer makes regarding supplier is the sum total of all the
process he goes through, right from communicating supplier before doing any marketing to post
delivery options and services and managing queries or complaints post delivery. During this
process the customer comes across working environment of various departments and the type of
strategies involved in the organization. This helps the customer to make strong opinion about the
supplier which finally results in satisfaction or dissatisfaction.
Customers perception on supplier helps the customer choose among the supplier on basis of
money value and how well the delivered products suit all the requirements. The suppliers
services never diminishes after the delivery as customer seeks high values post marketing
services which could help them use and customize the delivered product more efficiently. If he is
satisfied with the post marketing services then there are good chances for supplier to retain the
customers to enhance repeated purchases and make good business profits.
It is necessarily required for an organization to interact and communicate with customers

on a regular basis to increase customer satisfaction. In these interactions and communications
it is required to learn and determine all individual customer needs and respond accordingly. Even
if the products are identical in competing markets, satisfaction provides high retention rates. For
example, shoppers and retailers are engaged with frequent shopping and credit cards to gain
customer satisfaction, many high end retailers also provide membership cards and discount
benefits on those cards so that the customer remain loyal to them.
Higher the satisfaction level, higher is the sentimental attachment of customers with the specific
brand of product and also with the supplier. This helps in making a strong and healthy customer-
supplier bonding. This bonding forces the customer to be tied up with that particular supplier and
chances of defection very less. Hence customer satisfaction is very important panorama that
every supplier should focus on to establish a renounced position in the global market and
enhance business and profit.
CUSTOMER EXPECTATIONS OF SERVICE

Customer expectations are beliefs about service delivery that function as standardsof reference
points against which performance is judged. Because customers compare their perceptions of
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performance with these reference points when evaluating service quality, thorough knowledge
about customer expectations is critical to services marketers. Knowing what the customer
expects is the first and possibly most critical step in delivering quality service. Being wrong
about what customers want can mean losing a customer's business when another company hits
the target exactly. Being wrong can also mean expending money, time, and other resources on
things that don't count to the customer. Being wrong can even mean not surviving in a fiercely
competitive market. Among the aspects of expectations that need to be explored and understood
for successful services marketing are the following: What types of expectation standards do
customers hold about services? What factors most influence the formation of these expectations?
what role do these factors play in changing expectations? How can a service company meet or
exceed customer expectations.
FACTOR AFFECTING CUSTOMER SATISFACTION:
1. Price
2. Quality
3. Service
4. Brand Name
5. Features
6. Reputations
MEASRING CUSTOMER SATISFACTION
Measuring Customer satisfaction is a relatively new concept to many companies that have been
focused exclusively on income statements and balance sheets. Companies now recognize that the
New global economy has changed things forever. Increased competition, crowded markets with
little product differentiation and years of continual sales growth followed by two decades of
flattened sales curves have indicated to todays sharp competitors that their focus must change.
Competitors that are prospering in the new global economy recognize that measuring customer
satisfaction is key. Only by doing so can they hold on to the customers they have and understand how to
better attract new customers. The competitors who will be successful recognize that customer satisfaction
is a critical strategic weapon that can bring increased market share and increased profits.
The problem companies face, however, is exactly how to do all of this and do it well. They need to
understand how to quantify, measure, and track customer satisfaction. Without a clear and accurate sense
of what needs to be measured and how to collect, analyze, and use the data as a strategic weapon to drive
the business, no firm can be effective in this new business climate. Plans constructed using customer
satisfaction research results can be designed to target customers and processes that are most able to extend
profits.
Too many companies rely on outdated and unreliable measures of customer satisfaction. They watch sales
volume. They listen to sales reps describing their customers states of mind. They track and count the
frequency of complaints. And they watch aging accounts receivable reports, recognizing that unhappy
customers pay as late as possible if at all. While these approaches are not completely without value,
they are no substitute for a valid, well-designed customer satisfaction survey program.
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IMPORTANCE OF CUSTOMER SATISFACTION

Building relationships with customers :-Customer satisfaction is key in creating a long-term
relationship with your customers. If you think back to the dating analogy, going through the sales
process is just like wooing your prospect to turn them into a customer.
The Feedback of Customer Satisfaction :- If customer satisfaction is the goal, then constant
feedback is the best way to improve over time. You need to measure customer satisfaction in
order to improve it. There are a few ways to measure customer satisfaction, but the most
common and effective ways are to simply ask your customer.
Relational satisfaction :- Of course, even if you dont interact with your customers, they still
have an opinion about your company. Measuring satisfaction at regular intervals instead of just
after interactions is also important.
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CHAPTER-3
RESEARCH METHODOLOGY
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RESEARCH METHODOLOGY
MEANING OF RESEARCH:
According to D. Stephenson in the Encyclopedia of social sciences definesresearch as the
manipulation of thing, concepts are symbols for the purpose of generalizing to extend, correct or
verify knowledge, whether that knowledge aids in construction of theory or in practice of an art.
RESEARCH DESIGN:
Research Methodology include seven stages that to be followed sequentially.

Those are listed below.
1. First the problem has to be defined and determined. Knowing the need of
the study can do this.
2. The information that is required for solving the problem has to be

specifically defined.
3. In this stage source from which the information can be obtained is identified
4. The next step is to obtain information through data collection techniques.
5. The obtained information is processed to get the required output
6. The findings from the processed information are then interpreted.
7. Lastly the findings are presented.
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This is can be symbolically represented as shown below
DEFINE THE PROBLEM
SPECIFY THE INFORMATION NEEDED
IDENTIFY THE SOURCE OF INFORMATION
OBTAIN THE INFORMATION
PROCESS THE INFORMATION
INTERPRET THE INFORMATION
PRESENT THE FINDINGS
The research design is the basic framework that provides guidelines for the rest of the research
process. The research design specifies the method of data collection and analysis. Research was
undertaken in DELHII during JULY 2017 to AUGUST 2017.
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NEED FOR THE STUDY

IDEA has good market standing and companys tariff plans and services level are good, which
are largely responsible for its position. IDEA has to sustain its position against the expected stiff
competition. The company has to know its customer perception, the satisfaction level and also its
competitors customer satisfaction level and problems, which are facing their customers in order
to take appropriate action. Hence, the study titled A STUDY ON CUSTOMER
SATISFACTION TOWARDS IDEA CELLULAR SERVICES IN DELHI NCR has been
undertaken.
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OBJECTIVES OF THE STUDY
To know the satisfactory level of the customers about IDEA Cell Phone
services.
To find out the percentage of respondents connected to IDEA and usage of
schemes.
To know the easy availability of recharge coupons.
To find out the priority the reason for using IDEA Cell Service.
To find out that how staff behavior is?
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SCOPE OF THE STUDY
In todays context both markets and marketing is complex. Cellular Phones and mobiles have
stormed the market in its fast growing world of technology. This survey under taken for Cell
Phone services will enable it to Phone. The users awareness and satisfaction level towards
IDEA Cell Phone services. This survey gathers information from Cell Phone users. It brings out
the customer feedback on the product. Mainly this survey looks into the users profile and check
for any relevant relation of dependence with the variable like occupation age group of
respondents. This study restricts itself to DELHI NCR Division. It helps to understand users
preference for the main competing brands of Cell Phone services like IDEA CELLULAR
SERVICES,TATA DOCOMO,AIRCEL, VODAFONE, AIRTEL and RELIANCE in. DELHI
NCR. This will benefit company in making their future marketing Decisions.
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DATA SOURCES:
Data sources are the sources from which we get the information. Data collected through
company approved questionnaires have been used as the primary source of data and also usage
of secondary data wherever applicable.
PRIMARY DATA
To understand the customer of newspaper in terms of brand choice and brand perceptions,
primary data is necessary. By using primary data, collection method, consumers were collected.
(COLLECT or Gather consumer responses). This was done with the help of fully prepared
structured questionnaires with a prescribed sequence of open ended, and closed ended questions,
multiple choices, discriminate, rating and ranking to capture the appropriate responses from the
respondents.
SECONDARY DATA
This was collected through oral communication. Secondary data about the company profile and
other details were collected from the company brochures through personal discussions with the
company managers .Data pertaining to newspaper industry has been obtained through the book
The Mass Media and You by Desmond A.D. Abcro.
SAMPLING PROCEDURE
A sample of 120 respondents belonging to different areas in Kota was drawn. The sample was
divided into different groups in such a way that it will represent different categories of the
people.
SAMPLING TECHNIQUE
The location was chosen on a random basis. Even this sample was chosen by simple random
sampling. A sampling technique in which every element of the population of interest has an
equal probability of being included in this sample.
POPULATION:
All the Customers of IDEA have been deemed as the population of the study.
SAMPLE SIZE
The sample size is 120, and the respondents are from DELHI NCR.
PERIOD OF STUDY
The period of study is 1 month duration (JULY to AUGUST 2017).
QUESTIONNAIRE DESIGN
The questionnaire is of structured type, which consists of closed ended, open ended,
Multiple Choice, and grade type of questions to suit the study.
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LIMITATIONS OF THE STUDY
Time duration for the study was limited to 1 months.

The study was restricted to DELHI.
A convenience sample was taken from DELHI and the sample was restricted to 120
customers.
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CHAPTER-5
DATA ANALYSIS AND INTERPRETATION
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DATA ANALYSIS AND INTERPRETATION

This chapter the percentage based analysis of the questionnaire that has been presented been
presented before 115 respondents in order to know the customer satisfaction towards IDEA
Cellular services providers. Here the data collected through the questionnaire has been tabulated
with table interpretations and inferences drawn from the tabulated data. This chapter forms the
base for the whole study through its findings and suggestions. This particular chapter can be
states as the pivotal chapter of the whole study.
TABLE 1: AGE OF CUSTOMERS
AGE NO. OF RESPONDENTS PERCENTAGE

15-20 21 9.16
20-35 50 41.6
35-50 42 35.00
Above 50 7 5.30
Total 120 100
AGE
60
50
40
Respodents
30
50
20 42
10 21
7
0
15-20 20-35 35-50 Above 50
INTERPRETATION:
Most of the cell phone users age between20-35years have taken within 41.60% wehave observe
the above table for 50 years persons having 5.30%.
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TABLE 2: MAJOR CUSTOMER FOR IDEA SERVICES
CUSTOMER NO. OF RESPONDENT PERCENTAGE
STUDENTS 18 15.00
EMPLOYEES 35 29.17
BUSINESS PEOPLES 35 45.84
OTHERS 15 10.00
TOTAL 120 100
Customer for idea services

others, 12 Student, 18
Employees, 35
Business peoples, 55
Student Employees Business peoples others
INTERPRETATION: -
Most of the business people are using the idea services i.e, 45.84% and 29.17% Employees, 15%
of students and 10% of others are using idea services.
Page 29
TABLE 3: FROM HOW MANY YEARS ARE YOU CUSTOMER FOR IDEA
SERVICE.
CUSTOMERS NO. OF RESPONDENTS PERCENTAGE
Below one year 30 10.83
1-2 years 52 43.33
2-5 years 34 28.33
Above 5 years 21 17.51
Total 120 100
From how many years are you customer for idea

services
60
50
40
Respondent
30
52
20
34
30
10 21
0
Below one year 1-2 years 2-5 yeras Above 5 years
INTERPRETATION: -
Most of the cell phone users have taken idea services 1-2 years is 43.33%. 2-5 years customer
are 28.33% Above 5 years are 17.51%.
Page 30
TABLE 4: WHICH TYPE OF SREVICES ARE YOU HAVING.
SERVICES NO. OF REPONDENTS PERCENTAGE
Pre-paid 97 80.83
Post-paid 23 19.17
Total 120 100
Which type of services you are having

120
100
80
respondent
60
97
40
20
23
0
Pre-paid post paid
Services
INTERPRETATION:
Most of the respondents are using Pre-Paid service i.e 80.83% and Postpaid service respondents
are 19.17%.
Page 31
TABLE 5:- ARE YOU SATISFIED WITH THE IDEA NETWORK
Highly satisfied 30 25.00
Satisfied 53 44.17
Neutral 36 30.00
Dis satisfied 1 0.83
Total 120 100
Are you satisfied with the Idea network
1% 25%
30%
Highly satisfied
Satisfied
Neutral
Dis satisfied
44%
INTERPRETATION:-
Majority of the respondents i.e, 44.17% are satisfied with the idea network and
0.83%respondents are dis satisfied.
Page 32
TABLE 6: ARE YOU SATISFIED WITH THE AFTER SALES SERVICES

PROVIDED BY IDEA
Satisfied 53 44.16
Neutral 47 39.17
Total 120 100
Are you satisfied with After sale services provided

by Idea
60
50
40
30 respondent
53
47
20
10 20
0
Highly satisfied Satisfied Neutral
Customers
INTERPRETATION:
Majority of the respondents are satisfy with sales after services 44.16% highly satisfied
respondents are 16.67% and no respondents are dissatisfied.
Page 33
TABLE 7: ARE YOU SATISFIED WITH THE OFFERS PROVIDE BY IDEA
CUSTOMERS NO. OF RESPONDENTS PERCENTAGES
Satisfied 47 39.16
Neutral 46 38.33
Dis-satisfied 4 3.40
Total 120 100
Are satisfied with Idea offers
4 23
46
47
Highly satisfied Satisfied Neutral Dis-satisfied
INTERPRETATION:
19.17% of respondents are high satisfied with the Idea offers, and 3.40% are dis-satisfied with
Idea offers.
Page 34
TABLE 8: ARE YOU SATISFIED WITH THE IDEA CALL RATES
Satisfied 58 48.33
Neutral 47 39.17
Total 120 100
Are you satisfied with Idea call rates
58
47
13
2
HIGHLY SATISFIED SATISFIED NEUTRAL DIS SATISFIED
INTERPRETATION: -
48.33% of respondents are satisfied with idea call rates,10.83%are highly satisfied and 1.67%
respondents are dis satisfied.
Page 35
TABLE 9: ARE YOU SATISFIED WITH THE CALLER TUNES

PROVIDED BY IDEA
ROAMING FACILITY NO. OF RESPONDENTS PERCENTAGE
Satisfied 34 28.33
Neutral 56 46.67
Total 120 100
Are you satisfied with idea caller tunes

1.2
10
34
56
Highly satisfied Satisfied Neutral Dis satisfied
INTERPRETATION:-
Majority of the respondents 46.67% are neutral with the caller tune provided byidea cellular
service and 16.67% respondents are dis satisfied.
Page 36
TABLE 10: WHO RECOMMENDED IDEA SRERVICE TO YOU
Friends 27 22.5
Dealers 38 31.67
Your self 49 40.83
Others 6 5.00
Total 120 100
Who recommended idea service to you
1% 23%
43% Friends
Dealers
Our self
33% Others
INTERPRETATION: -
Majority of the respondents 40.83% are self recommended and 22.5%friends,31.67% dealers and
others are 5%.
Page 37
TABLE 11:- WOULD YOU LIKE TO CONTINUE WITH IEDA SERVICES
Yes 85 70.83
No 35 29.17
Total 120 100
Would you like to continue with idea services
No
15% 3rd Qtr
0%
Yes
85%
Yes No
INTERPRETATION:
Majority of the respondents 70.83% are continuing with idea services and 29.17%are dis
continuing the idea services.
Page 38
TABLE 12: IN YOUR POINT OF VIEW WHO IS MAIN COMPETITORS FOR IDEA
SERVICES
AIRCEL 07 5.83
AIRTEL 51 42.50
VODAFONE 38 31.60
RELIANCE 24 20.00
TOTAL 120 100
Who are the main competitors of idea

services
51
38
24
AIRCEL AIRTEL VODAFONE RELIANCE
Competitors
INTERPRETATION:
42.50% Respondent say that Airtel is the main competitor of idea, 31.60% respondents says for
Vodafone, for Reliance 24% and for Aircel 7%.
Page 39
TABLE 13:- RANKS OF IDEA SERVICES COMPARED WITH COMPITETORS
RANKS NO. OF RESPONDENTS PERCENTAGE
1st 16 13.33
2nd 24 20.00
3rd 30 25.22
Cant say 50 41.67
Total 120 100
Rank of idea services compared with

compitetors
50
30
24
16
1ST 2ND 3RD CAN'T SAY
Ranks
INTERPRETATION:
Majority of the respondents 41.67% cant say their opinion,25% ofrespondents are giving 3 rank
rd
and 13.33% of respondents giving 1strank with the ideaservices compared with competitors.
Page 40
TABLE 14 ;- ARE YOU SATISFIED WITH CUSTOMER CARE SUPPORT PROVIDED

BY IDEA SERVICES
Satisfied 51 42.5
Neutral 43 35.83
Total 120 100
Are you satisfy with customer care support

provided by IDEA services
1%
18%
37% Highly satisfied
Satisfied
Neutral
44% Dis satisfied
INTERPRETATION:
Majority of the respondents 35.83% are satisfied with customer care support provided by idea
services, 4.17% of dis satisfied by customer care support provided by idea services.
Page 41
CHAPTER-6
FINDINGS & SUGGESTIONS
Page 42
FINDINGS
Major customers 45.83% business people, students 15%, employees 29.17%

and others are 10% idea customers.
Half of the users of idea services have been in usage for 1 years .
Prepaid is the most prioritized by users compared to post paid services .
Coverage, tariff of idea is the main reason to divert many users from other services followed by
coverage area.
All top up coupons available in the market.
Every users is satisfied with overall issues of monthly bills.
The main competitions are AIRTEL, VODAFONE, RELIANCE.
Half of users of cell phone are engaged with voice communication instead of
SMS, GPRS, MMS, and internet.
Coverage is the main reason for using in rural areas IDEA cell services .
Most of the customers mainly 87.5% are in Idea with their own wishes.
Majority of the respondents are not satisfied with night timings offers.
Page 43
SUGGESTIONS
If we advice to develop the packages, which engages more customers in SMS and
internet along with voice communication. It also helps reducing competition from
the other services.
Customer care should be answerable to customers at any time without delay.
Take steps to solve the customers request as early as possible.
IDEA should think about to concentrate on student segment with attractive offers.
To reduce the coverage problem extension of tower capacity, location of new towers at
problematic areas is necessary.
Page 44
CHAPTER 7
CONCLUSION
Page 45
CONCLUSION
At last I conclude that the project report undertaken by me is satisfactory and the work has got
very good response from the respondents. The coverage and tariff provided by the company are
very much beneficial to respondents. In the process, majority of the respondents are very positive
towards the IDEA CELLULAR SERVICES. According to my research, all the respondents are
provided with better service by the company.
Page 46
BIBLIOGRAPHY
1. PHILIP KOTLER MARKETING MANAGEMENT the millennium edition, New

Delhi, Prentice-Hall India, Tenth Edition.
2. C.R KOTHARI QUANTITATIVE TECHNIQUES New Delhi, Vikas publishing

House Pvt.Ltd., 1978, Third Edition.
3. S.P GUPTHA STATISTICAL METHODS Sultan chand & Co., New Delhi.
Web sites:
www.google.com
www.Wikipedia.com
Page 47
QUESTIONNAIRE
1. Name :-
2. Gender : Male ( ) Female ( )
3. Age :-
15-20 years ( ) 20-35 years ( )
35-50 years ( ) Above 50( )
4.Major customers for Idea services?

Students ( ) Business People ( )
Employee ( ) Others ( )
5.From how many years you are using Idea services?

Below 1 year ( ) 1-2 years ( )
2-5 years ( ) Above 5 years ( )
6.Which type of services are you having?

Postpaid ( ) Pre-paid ( )
7.Are you satisfied with the idea network?

Highly satisfied( ) Satisfied ( )
Neutral () Dis-satisfied ( )
8.Are you satisfied with the after sale services provided by Idea?
Highly satisfied ( ) Satisfied ( )
Neutral ( ) Dis satisfied ( )
9.Are you satisfied by the offers provided by Idea?

10.Are you satisfied with the Call rates provided by Idea?

Page 48
11.Are you satisfied with the caller tunes provided by Idea?

12.Who recommended Idea service to you?

Friends ( ) Dealers ( )
Your self ( ) others ( )
13.Would you like to continue with Idea services?

Yes ( ) No ( )
14.In your point of view who is the main competitors of Idea services?
Airtel ( ) Vodafone ( )
Aircel ( ) Reliance ( )
15.Rank of idea service compare to other competitors?

1st ( ) 2nd ( )
3rd ( ) cant say ( )
16. Are you satisfied with customer care services provided by Idea?
Page 49
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Customer satisfaction regarding idea

public players private players

MAJOR PLAYERS OF TELECOMMUNICATION & THEIR SHARES IN MARKET

2. VODAFONE:Vodafone Essar, formally known as Hutchison Essar is a

3. RELIANCE:Reliance owns businesses across India engaged in energy,

4. IDEA:Idea Cellular is a wireless telephony company operating in all the

TYPE Public Company

HEADQUARTERS Mumbai, India

PRODUCTS Mobile telephony, wireless broadband

MEMBER 200 Million

PARENT Aditya Birla Group

Idea 4G available at:-

Merger with Vodafone India

KEY PEOPLE OF IDEA

THEIR PROMOTERS ARE:

Aditya Birla Nuvo Limited

Integrity- honesty in every action:

P.Shikala(2006) in her article titled, Telecom Services: Measurement of Customer

ABOUT THE TOPIC

Customer satisfaction is a part of customers experience that exposes a suppliers behavior

It is necessarily required for an organization to interact and communicate with customers

CUSTOMER EXPECTATIONS OF SERVICE

FACTOR AFFECTING CUSTOMER SATISFACTION:

MEASRING CUSTOMER SATISFACTION

IMPORTANCE OF CUSTOMER SATISFACTION

Research Methodology include seven stages that to be followed sequentially.

2. The information that is required for solving the problem has to be

4. The next step is to obtain information through data collection techniques.

5. The obtained information is processed to get the required output

6. The findings from the processed information are then interpreted.

7. Lastly the findings are presented.

This is can be symbolically represented as shown below

DEFINE THE PROBLEM

SPECIFY THE INFORMATION NEEDED

IDENTIFY THE SOURCE OF INFORMATION

OBTAIN THE INFORMATION

PROCESS THE INFORMATION

INTERPRET THE INFORMATION

PRESENT THE FINDINGS

NEED FOR THE STUDY

OBJECTIVES OF THE STUDY

SCOPE OF THE STUDY

LIMITATIONS OF THE STUDY

Time duration for the study was limited to 1 months.

DATA ANALYSIS AND INTERPRETATION

TABLE 1: AGE OF CUSTOMERS

AGE NO. OF RESPONDENTS PERCENTAGE

TABLE 2: MAJOR CUSTOMER FOR IDEA SERVICES

CUSTOMER NO. OF RESPONDENT PERCENTAGE

BUSINESS PEOPLES 35 45.84

TOTAL 120 100

Customer for idea services

Student Employees Business peoples others

CUSTOMERS NO. OF RESPONDENTS PERCENTAGE

Below one year 30 10.83

1-2 years 52 43.33

2-5 years 34 28.33

Above 5 years 21 17.51