AMITY SCHOOL OF BUSINESS

AMITY UNIVERSITY UTTAR PRADESH NOIDA

PSDA REPORT 2 ON

DATA ANALYSIS OF VODAFONE SERVICES LTD.

Name of the Student: YASH MITTAL

Enrollment Number: A3923.16021

Class Roll Number: 15

Program:

Bachelors of Business Administration + Masters Of Business Administration

(B.B.A+M.B.A Dual Degree)

Batch: 2016-2020

Course: Total Quality Management

Faculty Supervisor: Mr. RAJEEV PATHAK

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 Data Analysis and Interpretation

After all the above steps are completed now the important step is data analyzing and

interpretation. For this there are various analytical and statistical tools. Some of these

tools are Percentage, Average, Dispersion, Co-relation, Co-efficient, etc.

Q1) Do you have a mobile phone?

Purpose:

The main purpose of this question is to know how many respondents use mobile phone.

7%

Yes No

Suggestions Yes No
No. of respondents 93 7
93%

Interpretation:

93% of the respondents are have a mobile phone while 7% of the respondents do

not have a mobile phone.

Q2) Are you aware about telecommunications services?

Purpose:

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The main purpose behind this question is to know about the awareness of respondents

regarding different telecommunications services and also to know about which

telecommunication(operator’s) service they use.

5%

Interpretation:
Suggestions Yes No
Yes 95% of the
No. of respondents 95 5 No

respondents

are aware

about
95%

telecommunications services while 5% are not aware.

Which operator’s service do you use?

Operator’s service name No. of respondents

Vodafone 87
Airtel 29
Idea 17
Reliance 21
BSNL 5
Tata Indicom 3 3
 2%
3%

13%

Vodafone
Airtel
10% Idea
Reliance
54% BSNL
Tata Indicom

18%

Interpretation:

Major respondents using mobile are enjoying Vodafone services. 16% of the

respondents use Airtel, 6% respondents use Idea while 12%, 4% and 2% respondents use

Reliance, BSNL and Tata Indicom respectively.

Q3) Are you aware about Vodafone?

Purpose:

The purpose behind this question is to know about the awareness of Vodafone

among all the respondents.

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 awareness
13

yes
no

87

Suggestions Yes No
No. of respondents 87 13
Interpretation:

Here 87% of respondents are aware about Vodafone Services.

Q4) From which source you came to know about Vodafone?

Purpose:

The purpose behind this question is to know from which source the respondents
Sources No. of respondents
came to know about Vodafone
Advertisements 63
Hoardings 52 5

Newspapers 35
Mouth Publicity 26
 15%

36%

Advertisements
20% Hoardings
Newspapers
Mouth Publicity

30%

Interpretation:

36% of the respondents are aware about Vodafone through Advertisements, 29%

are aware because of Hoardings while 20% and 15% of the respondents are aware

because of Newspapers and Mouth Publicity respectively.

Q5) Since how long you are using Vodafone Services?

Purpose:

The purpose behind this question is to know about the usage time of Vodafone

customers i.e. since how long they are using Vodafone services.

Time period No. of respondents

Less than 1 month 12
2-6 months 19
6-12 months 22 6
More than 1 year 34
 14%

39%
Less than 1 month
22% 2-6 months
6-12 months
More than 1 year

25%

Interpretation:

Major Respondents using Vodafone are old customers. 39% of the respondents use

Vodafone services from past more than 1 year while the lowest is 14% respondents using

Vodafone services less than 1 month.

Q6) Which of the following services do you use of Vodafone?

Purpose:

The purpose behind this question is to know which services do the Vodafone

customer use, Pre-Paid or Post-Paid.

Services No. of respondents

Pre-Paid 73
Post-paid 14

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 16%

Pre-paid
Post-paid

84%

Interpretation:

84% of the respondents use pre-paid services while only 16% of the respondents

use post-paid services.

Q7) Which services are more helpful to you while using Vodafone Services?

Purpose:

The purpose behind this question is to know which services are more helpful to the

respondent while using Vodafone.

Services No. of respondents

Call Rates 27
SMS Rates 48
Network 36
Value Added Services 19
8
 15%
21%

Call Rates
SMS services
Network
28% Value Added services

37%

Interpretation:

Here major Respondents are youngsters so they mainly use SMS services of

Vodafone. 37% of the respondents use Vodafone for SMS services while only 14% of the

respondents use Vodafone for Value Added Services.

Q8) Do you call at customer care?

Purpose:

The purpose of this question is to know how many times and how often the

respondents call at customer care of Vodafone.

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 Interpretation:
Suggestions Yes No
No. of respondents 76 11 87% of the respondent calls at customer care

while 13% respondents do not call at customer care.

Q(9)If yes, how often you call at customer care?

Time Period No. of respondents

Daily 5
Once a week 12
Once a month 24
Occasionally 35

7%

16%

Daily
46% Once a week
Once a month
Occasionally

32%

Interpretation
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 Major respondents here call customer care occasionally. 31% respondents

respondents call customer care once a month while 16% and 7% of respondents call once

a week and daily respectively.

Q9) For what reason you call at customer care?

Purpose:

The main purpose of this question is to know the reason of the respondents

regarding calling at customer care.

Reasons No. of respondents

Value Added Services 21
Information regarding new schemes 23
Complaining 42
Other queries 36

Interpretation:

34% of respondents call at customer care for complaining purpose while 30%,

19% and 17% of respondents call customer care for other queries, information regarding

new schemes and value added services respectively.

Q10) Rate the following on the basis of your satisfaction.

Services Excellent Very Good Fairly Good Average Poor

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Network 31 29 17 7 3
SMS Rates 6 19 35 24 3
New schemes 3 14 27 33 10

and offers
Customer Care 6 32 29 15 5
Recharge 12 28 31 14 2

Outlets
Call Rates 2 20 43 19 3
Value Added 9 24 29 19 6

Services

Services
100%
80%
60% Poor
40% Average
20% Fairly Good
0% Very Good
Excellent

Network:

Purpose:

The purpose of this analysis is to know the perspective of the customers of

Vodafone regarding network service.

Service Excellent Very Good Fairly Good Average Poor
Network 31 29 17 7 3

Interpretation:
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 Here major respondents are satisfy with the network coverage. 36% of the

respondents are rate the Vodafone’s network excellent, 33% rate it very good, 20% rate it

farely good while 8% and 3% rate it average and poor.

SMS Rates:

Purpose:

The purpose of this analysis is to know the perspective of the customers of

vodafone regarding Rates of SMS.

SMS Rates
3%
7% Excellent
Very Good
28% 22% Fairly Good
Average
Poor

40%

Service Excellent Very Good Fairly Good Average Poor

SMS Rates 6 19 35 24 3

Interpretation:

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 Here major respondents are not much satisfied with the SMS rates of Vodafone as

major respondents are youngsters. 7% of respondents rate it excellent, 22% rate it very

good, 40% rate it fairly good, 28% rate it average, 3% rate it poor.

New Schemes and Offers:

Purpose:

The main purpose of this analysis is to the respondent’s perspective related to the

new schemes and offers provided by Vodafone.

New schemes and offers

3%
11%
16% Excellent
Very Good
Fairly Good
Average
Poor
38%
31%

Service Excellent Very Good Fairly Good Average Poor

New schemes 3 14 27 33 10
and offers

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Interpretation:

Here major respondents are not much satisfied with new schemes and offers of

Vodafone. 38% respondents rate new schemes and offers as average, 31% respondents

rate it as fairly good, 16% rate it as very good while 12% and 3% rate it as poor and

excellent respectively.

Customer Care:

Purpose:

The main purpose of this analysis is to know about the satisfaction of customer

care service provided by Vodafone to their customers.

Customer Care
6% 7%

17% Excellent
Very Good
Fairly Good
Average
37% Poor

33%

Service Excellent Very Good Fairly Good Average Poor

Customer Care 6 32 29 15 5

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 Interpretation:

Customer care service of Vodafone is better compared to some of the other

services. 37% respondents rate it as very good, 33% rate it as fairly good, 17% rate it as

average, and 6% and 7% rate it as poor and excellent respectively.

Recharge Outlets:

Purpose:

The purpose behind this analysis is to know about the satisfaction of the Vodafone

customers regarding recharge outlets.

Recharge Outlets
2%
14%
16% Excellent
Very Good
Fairly Good
Average
Poor
32%

36%

Service Excellent Very Good Fairly Good Average Poor

Recharge 12 28 31 14 2

Outlets

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 Interpretation:

Recharge outlets of Vodafone are majorly rated on fairly good and very good

basis. 36% of the respondents rate it as fairly good, 32% rate it as very good, 16% rate it

as average, 14% rate it excellent and 2% respondents rate it as poor.

Call Rates:

Purpose:

The purpose behind this analysis is to know about the perception of vodafone

customers regarding different call rates.

Call Rates
2%
3%

22% 23% Excellent

Very Good
Fairly Good
Average
Poor

49%

Service Excellent Very Good Fairly Good Average Poor

Call Rates 2 20 43 19 3

Interpretation:

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 Major percentage of respondents are not happy with the call rates of Vodafone.

49% of respondents rate call rates of vodafone as fairly good, 23% rate it as very good,

22% rate it as average while 4% and 2% respondent rate it as poor and excellent

respectively.

Value Added Services: Purpose:

The purpose behind this analysis is to know about the perception of vodafone

customers regarding Value Added Services.

Value Added Service

7% 10%

Excellent
22% Very Good
Fairly Good
28% Average
Poor

33%

Service Excellent Very Good Fairly Good Average Poor

Value Added 9 24 29 19 6

Services

Interpretation:

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 Value added services of Vodafone are quite feasible as compared to some of the

other services. 33% respondents rate it as fairly good, 28% rate it as very good, 22% rate

it as average while 10% and 7% rate it as excellent and poor respectively.

Q12) Why you are not using Vodafone Services?

Purpose:

The purpose of this question is to know why other respondents do not use

Vodafone services.

Reasons No. of respondents

Lack of awareness 2
High Prices 6
Poor Services 3
Poor Network 2

15% 15%

Lack of awareness
High Prices
23% Poor services
Poor Network

46%

Interpretation:

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 6 don’t use Vodafone services because of high prices. 3 respondents don’t use

Vodafone services because of poor services while 2 respondents each don’t use vodafone

services because of lack of awareness and poor network.

Q13) Would you like to recommend Vodafone to others?

Purpose:
Suggestions Yes No
The purpose of this question is to know the
No. of respondents 78 9
recommendations of the respondents towards

Vodafone, whether they would like to recommend the Vodafone services to others or not.

10%

Yes
No

90%

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Interpretation:

90% of the Vodafone customers would like to recommend Vodafone services to

others while 10% of the Vodafone Customers won’t recommend to others.

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