COMPARATIVE ANALYSIS OF CUSTOMER SATISFACTION TOWARDS FREEDOM PACK AND ITS COMPETITORS IN PUNE CITY

8/13/2019 COMPARATIVE ANALYSIS OF CUSTOMER SATISFACTION TOWARDS FREEDOM PACK AND ITS COMPETITORS IN PUNE CITY

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ACKNOWLEDGEMENT

I express my sincere gratitude to all the people who have played a part in the

successful completion of the summer internship program.

I am highly grateful to MR.JUNAID KAZI sir (amends director) for sparing his

time in helping and guiding me, throughout this summer internship program. And

other staff members of Amends for giving me their valuable time and informationwhenever needed.

I wish to thank Dr. PARAG KALKAR (director, SIBACA) for his support and

guidance on the project.

The first person I would like to acknowledge is my guide Dr.RAJENDRA

BHADALE sir who supported me throughout this project with utmost cooperation

and patience. I am very much thankful to them for sparing their precious time for me

and helping me in doing this project.

I also want to express my sincere gratitude to my parents for their valuable co-

operation and time guidance, without which this project would not have been

possible.

MAQSOOD M MULLA

MBA MARKETING


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LIST OF TABLES

Table No. Title Of the Table Page No.

Table No. 1 Awareness 37

Table No. 2 Source of recharge 38

Table No. 3 Preference to self recharge application 39

Table No. 4 Service providers for recharge 40

Table No. 5 Customer satisfaction 41

Table No. 6 Reasons for not using freedompack 42

Table No. 7 Security related to payment of money 43

Table No. 8 Customers monthly requirement of balance 44

Table No. 9 Motive of customer behind using recharge

application

45

Table No. 10 Source of Information to the customer about the

Freedompack

46

Table No. 11 Recharge method used by retailers for recharge 47

Table No. 12 Profit percentage retailers get 48

Table No. 13 Retailers preference to use recharge application 49

Table No. 14 Freedompack profit as compared to competitors 50

Table No. 15 Retailers satisfaction 51

Table No. 16 Drawback of Freedompack 52


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LIST OF FIGURES

Figure No. Title Of the Figures Page No.

Figure No. 1 Awareness 37

Figure No. 2 Source of recharge 38

Figure No. 3 Preference to self recharge application 39

Figure No. 4 Service providers for recharge 40

Figure No. 5 Customer satisfaction 41

Figure No. 6 Reasons for not using Freedompack 42

Figure No. 7 Security related to payment of money 43

Figure No. 8 Customers monthly requirement of balance 44

Figure No. 9 Motive of customer behind using recharge

application

45

Figure No. 10 Source of Information to the customer about the

Freedompack

46

Figure No. 11 Recharge method used by retailers for recharge 47

Figure No. 12 Profit percentage retailers get 48

Figure No. 13 Retailers preference to use recharge application 49

Table No. 14 Freedompack profit as compared to competitors 50

Table No. 15 Retailers satisfaction 51

Table No. 16 Drawback of Freedompack 52


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EXECUTIVE SUMMARY

TITLE:

COMPARATIVE ANALYSIS OF CUSTOMER SATISFACTION TOWARDS

FREEDOM PACK AND ITS COMPETITORS IN PUNE CITY.

Organisation: AMENDS MARKETING PVT.LTD, PUNE.

OBJECTIVES:

To know the satisfaction level of Techfreedom customers and distributors. To study and compare the various different services provided by the

companies.

To know the market share of Techfreedom product in Pune city.

RESEARCH METHODOLOGY:

SAMPLING UNIVERSE: All Customers in Pune city. SAMPLING TECHNIQUE: Non-Probability Convenience sampling. SIZE: 115 Customers and 30 retailers. RESEARCH INSTRUMENTS: Research instruments, for the purpose of

primary data collection were Structured Questionnaires.

Secondary data collections were Books, Annual report, previous report,Magazines, Company website.


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OBSERVATIONS AND FINDINGS-

It is found that Freedom pack are more convenient to use as compared to otherusers.

Balance to the freedom pack customers is not provided in time. The profit percent is given more by the Techfreedom as compared to others

service providers.

More and more young peoples like schools and college students are attractedtowards such services they got more interest in it.

Recharge done through these services is fast. All the customer are benefited through this multirecharge facilities.

The plans of these services are very effective. There are very less number of distributors in Pune city. Such home recharge services are not convenient to use for the illiterate

peoples.

Interaction of the sales person is more as compared to other providers. It is been found that Techfreedom holds 20% of the market share in Pune city

in the field of home recharges service providers.


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SUGGESTIONS:

Retail outlets and distributors should be increased. Continuity in services should be maintained for customer loyalty. Promotional activities must be increased it can be done by putting some

hoardings on the various parts of the Pune city and outside the recharge

outlets.

Balance should be provided to the distributors and customers on right time. Customer care help line should be provided by the company.


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CHAPTER I

INTRODUCTION

1.1 OBJECTIVE OF THE STUDY

1.2 RESEARCH METHODOLOGY

1.3 SCOPE OF THE STUDY

1.4 LIMITATIONS OF THE STUDY


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OBJECTIVES OF THE PROJECT-

To know the satisfaction level of Techfreedom customers and distributors. To study and compare the various different services provided by the

companies.

To know the market share of Techfreedom product in Pune city.


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Sample area

Pune city

Sample size

The sample size for study was 115 for customers and 30 retailers.

Tools used in research methodology:

1. Research design:It provides the framework to be used as a guide in collection and analyzing

data. In this project, descriptive research is used. It is one shot research study

at a given point of time, and consists of a sample of population of interest.

2. Data resource:The primary data for the research it was gathered by way of questionnaire,

personally interviewing of the individuals. The information required for this

project was collected through published source such as magazines, various

internet sources and internal records. This is known as the secondary data.

3. Analysis:The fact and figures collected were processed with a view to reducing to

manageable proportion. Only by such a careful and systematic processing, the

data collected will lead itself for statistical treatment and meaningful

interpretation leading to a formulation of a theory or a finding. Thus the data

processing compromises of editing, coding, categorization and tabulation.

4. Presentation and report:After the analysis and tabulation is completed, the next step is usually a

presentation of the major findings to the sponsor of the study. This includes a

presentation of all the major tabulation in percentage terms. It may also

include a summary of major findings and some recommendation. A formal

report is then followed by the presentation.


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Methods of data collection:

These are the following methods used for collecting the data.

1) Primary data:Primary data are obtained by the study specially designed to fulfill the

needs of the problems.

a) Questionnaire method:In this method a questionnaire is put before a prospect to which

they are supposed to answer, a data is prepared and analyzed.

b) Personnel interview:Under this method various questions are asked to the retailers

regarding availability of Techfreedom application and services,

competitive position of Techfreedom, retailers satisfaction and

awareness of freedom pack.

2) Secondary data:Data which are not originally collected but rather obtained from

published or unpublished source are known as secondary data.

Data collected frombook, magazines, websites and newspapers.

3) Sample size:Some representative items are selected from the population, so that all

important characteristics of population are covered in the items of this

group. Such a group is called sample.

The sample size for this project contains 115 customers.

And 30 retailers.


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Tools used for the analysis of the data:

All the data analysis is done in Microsoft excel by using various tools such as graphs,

bar diagrams, pie charts.

The primary data so collected was analyzed and the frequency and percentage of the

responses for each question were calculated. These frequencies were plotted either in

terms of the bar diagram, or pie chart.

The conclusions were drawn based on the interpretations made against each questions

and the recommendation were given.


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SCOPE OF THE STUDY

1. It will help the company to know about the problems of customers andretailers.

2. It will help the company to know its target market.

3. It will help the company to understand the customers and retailers perception.


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CHAPTER II

PROFILE OF THE ORGANIZATION

2.1 COMPANY PROFILE

2.2 PRODUCT PROFILE


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COMPANY PROFILE

Company name- Amends marketing pvt.ltd

Year of Establishment- 2012

Companys director- Mr.zunaid kazi

Location- KK market, Balaji Nagar, Pune.

Legal Status of Firm- Private Limited Company

Nature of Business- Other, Service Provider, Trader

Number of Employees- 11 to 25 People

Turnover- Rs. 50 Lakh - 1 Crore ( or US$ 100 K - 200 K Approx.)


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PRODUCTS AND BUSINESS OF COMPANY

Business Brand Software

If you would like to work as like own distributor with your own name banner, dont

need to work under any other company and create your own retailer points so hurry

up to contact us just click at this image.

Our Mobile Recharge Application (BRAND Software) offers full control over a

mobile recharge business. Mobile recharge requests from SMS as well as online are

easily accept and prepare for result acknowledgement. Recharge is carried out

automatically by the system after receiving the requests and responses are sent back.


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Corporate Brand Software

Work as a mobile/DTH recharge company you have a recharge technology freedom

for creating number of distributors and their retailers for enlarge your business

domain.

Corporate Brand Features :

User Friendly

Highly Secured

Admin Panel

Software Control panel

User Level Customization

Unlimited Retailer Creation

Retailer Login Panel

Custom Distributor and Retailer Operator wise recharge commission settings

Retailer a/c Selling by Own Rate

Retailer Level Complaint Control

SMS Sending Panel (10paisa per SMS paid to TechFreedom)

Personal Tech. Support

Reporting

Reporting Export to MS- Excel

Built-In Recharge API Service

Mobile Application Software (Free)

Retailer fund details

Recharge Transaction status Online Distributor and Retailer registrations

Fast performance


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TechFreedom Distributor

If you would like to work as like distributor with our company name & banner, i t is

much cheaper than business brand softwareand create your own retailer points so

hurry up to contact us just click at this image.

Were seeking great people looking for Business and personal growth, global

experience and a place to make a difference in peoples lives.

If youre interested in joining an innovative, supportive, values-driven company, we

invite you to consider a business as Distributor with TechFreedom.

Our success depends on your success. Thats why we work together to create an

environment that inspires a sense of business worth, drives innovation and gives you

the opportunity to make a difference.

Event Management Services

Our company is widely known in the industry for organizing all types of event , we

assure that complete safety ,timeliness, flexibility and transparency is maintained in

addition to this we proper coordinated each and every aspects of activity in order to

avoid any hassles and flawless execution pan India.

Road Show

We are having a 1 years of experience in terms of hosting read show pan in India via

mobile hoarding display vans, mobile centre activities canopies /kilos Installation.


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Health Nutritional Product

N-PRO is tested health Supplementary product for all age group.

N-Pro Features:

Nutritional Supplementary.

Weight Gain.

Energy Booster.

Best for Taste.

Diet food.

Brand Promotion

Brand promotion holds utmost significances for any company as it leads to more

public alertness and acceptance, we design inventive, perception Based promotional

campaigns for various organizations which escorts the lucrative business for them

brand Promotional fleeting look.

Marketing Services

Services marketing are a sub field of marketing, which can be split into the two main

areas of goods marketing (which includes the marketing of fast moving consumer

goods (FMCG) and durables) and services marketing.


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CHAPTER III

RELATED THEORY

3.1 COMPETITOR ANALYSIS

3.2 CUSTOMER SATISFACTION

3.3 SWOT ANALYSIS


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COMPETITION

Today, competition is not only rife but growing more intense every year. Many U.S,

European, and Japanese companies are setting up production in lower cost countries and

bringing cheaper goods to market. Because markets have started paying keen attention to their

competitors. Successful companies design and operate systems for gathering continuous

intelligence about competitors.

Identifying competitors:

It would seem a simple task for a company to identify its competitors, Coca-Cola knows that

PepsiCo is its major competitors; Sony knows that Matsushita is a major competitors, and

Pestmart.com knows that Peto.com is a major competitor. However, the range of a companys

actual and potential competitors or new technologies than by current competitors.

In recent years, many businesses failed to look to the internet for their most formidable

competitors. A few years back, Barnes & Noble and Borders bookstore chains were

competing to see who could build the most megastores, where they were deciding which

product to stock; Jeffrey Bezos was building an online empire called Amazon.com. Bezosscyber bookstore had the advantage of offering an almost unlimited selection of books without

the expense of stocking inventory. Now both Barnes & Noble and Borders are playing catch-

up competitors rather ones has rendered some businesses extinct.


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COMPETITORS ANALYSIS

Once a company identifies its primary competitors, it must ascertain their characteristics,

specifically, their strategies, objectives, strengths and weaknesses and reaction patterns.

Strategies

A company must continuously monitor competitors strategies. When U.S auto makers just

about caught up in mechanical quality, Japanese automakers shifted to sensory qualities. A

fort engineer explained; its the turn-signal level that doesnt wobble the speed of the

power windows up and down the feel of a climate-control knobthis is the next nuance of

customer competitors,

Objectives

Once a company has identified its main competitors and their strategies, it must ask: what is

each competitor seeking in the marketplace? What drives each competitors behavior? Many

factors shape competitor objective including size, history, current management, and financial

situation. If the competitor is the division of the large company, it is the important to know

whether the present company is running it for growth, profits, or milking it.

One useful initial assumption is the competitors strive to maximize profits. However

competitors differ in the emphasis they put on short-term versus long-term profits. Most U.S.firms operate on short-run model, largely because current performance is the judged by the

stockholders who might lose confidence, sell their stock, and cause the companys cost of

capital to risk. Japanese firms operate largely on a market-share-maximization model. They

receive much of their funds from bank at a lower interest rate and I the past have readily

accepted lower profits. An alternative assumption is that each competitor pursues some mix

of objectives; current profitability, market-share growth, cash flow, technological leadership,

service leadership.

Finally, a company must monitor competitors expansion plans.


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STRENGTHS AND WEAKNESSES

A company needs to gather information on each competitors strengths and weaknesses.According to the Arthur D. little consulting firm, a company will occupy one of six

competitive positions in the target market.

Dominant:this firm controls the behaviour of other competitors and has a wide

choice of strategic options.

Strong:this firm can take independent action without endangering its long-term

position and maintain its long-term position regardless of competitorsactions.

Favourable:this firm has an exploitable strength and a more-than-average

opportunity to improve its position.

Tenable:this firm is performing at a sufficiently satisfactory level to warrant

continuing in business, but it exists at the sufferance of the dominant company and

has a less-than-average opportunity to improve its position.

Weak:this firm has unsatisfactory performance, but an opportunity exists for

improvement .the firm must change or else exit.

Nonviable:this form has unsatisfactory performance and no opportunity for

improvement.


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Reaction pattern

Companies react differently to competitive assaults. Some are slow respond. Others

respond only certain types of attack, such as price cuts. Still others strike back swiftly

and strongly to any assault. Some industries are marked by relative accord among the

competitors, and other by constant fighting. Bruce Henderson thinks that much

depends on the industrys competitive equilibrium. Here is his observation:

If competitors are nearly identical and make their living in the same way, then their

competitive equilibrium is unstable. Perpetual conflict characterizes industries such

as steel or newsprint, where differentiation is hard to maintain. Equilibrium will be

upset if any firm lowers its price to relieve overcapacity. Price wars are frequent.If a single major factor is the critical factor, then the competitive equilibrium is

unstable. This is the case in industries where cost-differentiation opportunities exist

through economies of scale ,advanced technology , or experience .any company that

achieves a cost breakthrough can cut its prices and win market share at the expense of

others , who can defend their market shares only at great cost .price wars are frequent

as a result of cost breakthrough.

If multiple factors may be critical factors, than it is possible for each competitor to

have some advantage and be differentially attractive to some customers. the morefactors that may provide an advantage, the more competitors who can coexist.

competitors all have their segment, defined by the preference for the factor tradeoffs

they offer, multiple factors exist in industries that can differentiate quality, service,

convenience, an so on.

The fewer the number of critical competitive variables, the fewer the number od

competitors. If only one factor is critical, than no more than two or three competitors

are likely to coexist.

A radio of 2 to 1 in market share between any two competitors seems to be the

equilibrium point at which it is neither practical nor advantageous for either

competitor to increase or decrease share. At this level, the costs of extra promotion or

distribution would outweigh the gains in market share.


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Classes of competitors

After the company has conducted its customer value analysis, it can focus its attract on one

of the following classes competitors: strong versus weak, close versus distant and good

versus bad.

Strong versus weak:

Most companies aim their shots at weak competitors, because this requires fewer resources

per share point gained. Yet, in attacking weak competitors, the firm will achieve little in the

way of improved capabilities. The firm should also compete with strong competitors to keep

up with the best. Even strong competitors have some weaknesses.

Close versus distant:

Most companies compete with competitors who resemble them the most. Chevrolet competes

with ford, not with jaguar. Yet companies should also recognize distant competitors. Coca-

Cola states that its number one competitor I tap water, not Pepsi. U.S. steel worries more

about plastic and aluminium than about Bethlehem steel; and museums now worry about

theme parks and malls.

At the same time, the company should avoid trying to destroy the closest competitor. Porter

cites an example of a counterproductive victory:

Bausch and Lomb in the late 1970s moved aggressively against other soft contact lens

manufacturer with great success. However, this led each weak competitor to sell out to larger

firms, such as Revlon, Johnson & Johnson, and Schering-plough, with the result that Bausch

and Lomb now faced much larger competitors.

Good versus Bad

Every industry contains good and bad competitors. a company should support itscompetitors and attack its bad competitors. Good competitors play by the industrys rules;

they make realistic assumption about the industrys growth potential ; they set prices in

reasonable relation costs; they favour a healthy industry; they limit themselves to apportion or

segment of the industry; they motivate others to lower costs or improve differentiation; and

they accept the general level of their share and profits. Bad competitors try to buy share rather

than earn it; they invest in overcapacity; and they upset industrial equilibrium.


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CUSTOMER SATISFACTION

All customers, when they decide to purchase a product or service, however cheap it may be,

they all are buying to satisfying certain needs and they perceive that the product has necessary

feature and properties to take care of such needs. All consumers expect a certain level of

satisfaction which they would like to derive after using the product. In the market all sorts of

products of different makes and brands are available and all of them do not give same level of

satisfaction. Every product exists to satisfy a need and therefore, an individual customer

searches for a product that at the very least will have satisfaction of this basic needs as its core

benefit. For example, the core benefit of owing a car to most people is transport and the other

secondary benefits could be safety, fuel efficiency and other features of drive system and

comforts. When a consumer purchases a car of certain make, he or she has certain perception

and values of the car and expects the car will certainly achieved, and then the result will be a

dissatisfied customer.

All organization following the marketing orientation or marketing concept will place

overwhelming emphasis on the consumer and his needs and offer products which will give

him maximum satisfaction. It is not enough to have only consumer orientation but what is

extremely important is that such an orientation should lead to consumer satisfaction. Good

marketing-oriented companies all over the world have been growing, keeping consumer

satisfaction as the foundation of its growth. No organization can afford to ignore the

satisfaction of the consumer, and if any firm does ignore the consumer, it will be a very

wrong policy as it will ultimately lead to decline in business and gradually fade out of the

market. In the words of management expert Peter Drucker, the purpose of any business is to

create a customer. It is he customer who determines what a business is. It is the customer who

alone, who, through being willing to pay for goods or services, converts economics resources

into wealth, things into goods. What a business thinks it products is not of first importance-

especially not to the future of the business and to its success. What the customer thinks he is

buying what he considers value, is decisive, it determines what a business is, what it produces

and whether it will prosper. The views were expressed long ago, by Adam Smith, when he

said, consumption is the sole end and purpose of all production. It will observe that both

Peter Drucker and Adam Smith had expressed the same though separated by centuries.


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Importance of customer and customer satisfaction:

Year back, W. Edwards Deming said that the customer is the most important part of the

production line. Without someone to purchase our product, we might as well shout down the

whole plant. After all, why we produce and goods and services, if they do not satisfy fully

needs and desires of the customers. The customers might as well abandon the product and

switch over to other substitute product or competing product and in the process; the loser is

the company who lost revenue and business, and a customer who could have gone for repeat

purchase and influenced others to become future customers. Everyday consumers buy so

many goods and take service from so many places I order to satisfy their needs and

expectations and the more they are happy and satisfied, the better will be the demand for

products and services. Consumers do not buy lot of products after single use or do not visit a

place for particular service because they are not satisfied, their needs were not satisfied i.e. it

was below their expectation for which they paid for. Therefore, the objective of any

manufacturing and service organization is to carry on business profitably by retaining current

customers and gaining new ones by continually meeting and exceeding their needs and

expectations. The needs and expectation are with the customer and most definitely by

industry. However, there are very basic customer needs and expectations that are consistent

across in industries. The convenience and shopping goods satisfy general needs and

expectation of large numbers of homogeneous customers I the same segment of the market.

However, specialty goods and very expensive goods would require satisfying expectations of

a relatively smaller number of customers who look for specific and special attributes of their

needs and expectations. Therefore, it is essential to understandcustomersneeds and

expectations and offer goods and services which meet these levels of needs and expectations

to give customer delight and higher satisfaction.

The importance of customer satisfaction is gaining significance in the marketing domain. It

does not mean that earlier marketing companies or manufacturers were not keen or equipped

to evaluate customer satisfaction but it has assumed great significance for:

1. Large number of competing brands or products are available in the market,2. Better brands (products) or better substitutes are coming in the market to replace old

brands or products.

3. Consumersawareness has gone up tremendously due to mass advertising onelectronic media.

4. Better technology available to give better quality.5. Higher productivity will mean lower price or even sustenance of price.


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6. The marketing companies are interested to achieve long-term objectives throughcustomerssatisfaction, therefore, the search for service excellence for those

concerned with customer service and support for a product is being driven by factorscited above. Customers services and support is an activity which has been managed in

the past but with professional service support, management is emerging, the quality

of support perceived by a customer is generally rising and delivering appropriate

level of customer is generally rising and delivering appropriate level of customer

service and support will be a major challenge for many organizations in 1990s and

beyond. This sector is a rapidly changing task for companies, and therefore, there Is

urgent need for the organization to review their activities in the light of competitive

pressures, in the knowledge that if the task is well done, customer service and support

may win business. To achieve this, this sector must be fully integrated into every

activity if it to be managed effectively from the design stage to the final stage of the

product. IBM has practiced this philosophy all along and enjoyed very high

reputation.

Service industries are playing a very important role today in the economy of western

countries particularly USA. In fact, the proportion of the US population employed in

the service sector increased from 30 per cent in 1900 to 74 per cent in 1984. Koepp in

1987 suggested that 85% of the new jobs created since 1982 have been in the service

sector. There even appears to be executive consensus in USA that service quality is

one of the most important aspects of modern management. In Japan, product quality

and price are given importance to achieve customer service satisfaction. In fact, some

Japanese companies believe that if quality and reliability is improved, then this sector

becomes an integral part of the product leading to higher customer satisfaction. Total

service revenue may be several times the initial purchase price as well as

commanding a greater profit margin. An individual survey in UK indicated that in

1990, over 75 per cent of the organizations were making profits out of service and

supports, with an average profit margin of approximately 25 per cent. In developing

countries like India the importance of customer satisfaction is gaining importance and

organizations have initiated programs and plans to achieve maximum customer

satisfaction.


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The meaning and significance of customer satisfaction:

Universally all customers needs and expectations is value many organizations mistake

value for price and they try to complete only pricing strategies of price increase, decrease

and discounts. However, in a competitive situation when the customer is presented with an

alternative that embraces more needs and expectations than merely price, and therefore starts

to represent a better value, then the price factor becomes less important and less of a deciding

factors in the product door service choice. Value can be best seen as perceived quality against

price paid by the customer for goods and services:

Values of a product or service = perceived value of the product or service/price.

If a product or service is the cheapest available, yet does not last or does not deliver as

promised, then the majority of potential customers will move away from the product to those

which offer greater quality on an equal or slightly higher pace.

Most organization is 1960s onwards when organizations become more customer-focused and

tried to understand and learn about customers needs and expectations and accordingly

modified their products and services to meet these needs and perceived expectation and

possibly offered something better so that value of the products and services exceeded their

expectation and result were astonishing in terms of business growth, market share and

increasing customer base. Companies like Sony, Toyota, Apple computer, Microsoft, general

electric and federal express, wall-mart are just examples of organization that grew at

incredible rates to remarkable size based on addressing needs and expectations of the

customers which the competitor thought to be inconsequential.


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Customer satisfaction has tremendous impact on customer retention and repeat business. In

fact customer service problems leading to customer dissatisfaction is the number one reason

why companies lose customers many research works of a variety of industries have clearlydemonstrated the negative impact the poor service has on an organizations financial health.

The 82 per cent directly traceable to customer dissatisfaction with either the product or

service divert any other reasons why customers leave. Significantly, the 68 per cent service

dissatisfaction level is almost five times that of actual product dissatisfaction and it is more

than seven times that of price. Since most of the organizations tend to believe that product

differentiation will secure, a place in the customer mind, this happens only when the

differentiation is significant and clearly visible as in the case of Apple computers vs. IBM

Personal computers. However, in the vast majority of industries and organizations where the

differences in product and services are less distinct-restaurants, banks, schools, retail stores

and distributors-service plays the crucial role in differentiation of one from another,

separating those that will win in the marketplace from the other who will gradually disappear.


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The customer satisfaction model:

The customer satisfaction model has four components:

a)

Identify customerb) Identify needs and expectationsc) Measure customer perceptiond) Develop action plan

The customer satisfaction process is not static but a continuous process and

should be concentrated an organizations strategic activity.

Develop action plans Identify customer

Measure customer perception Identify needs, expectations


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SWOT ANALYSIS

What is SWOT analysis?

SWOT analysis is a basic, straightforward model that provides direction andserves as a basic for the development of marketing plans. It accomplishes this

by assessing an organization strengths (what an organization can do) and

weaknesses (what an organization cannot do) in addition to opportunities

(potential favourable conditions for an organization) and threats (potential

unfavourable condition for the organization). SWOT analysis is an important

step in planning and its value is often underestimated despite the simplicity in

creation. The role of SWOT analysis is to take the information from the

environmental analysis and separate it into internal issues (strengths and

weaknesses) and external issues (opportunities and threats). Once this is

completed, SWOT analysis determines if the information indicates something

that will assist the firm in accomplishing its objectives (a strengths or

opportunity).

SWOT analysis is a general technique which can be applied across diverse

function and activities, but it is particularly appropriate to the early stage of

planning for a TIPD visit. Performing SWOT analysis involves generating and

recording the strengths, weaknesses. Opportunities and threats relating to a

given task. It is customary for the analysis to take account of internal resources

and capabilities (strengths and weaknesses) and factors external to the

organization (opportunities and threats).


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SWOT analysis can provide-

A framework for identifying and analyzing strengths, weaknesses.

Opportunities and threats.

This checklist is for those carrying out, or participating in, SWOT analysis. It

is a simple, popular technique which can be used in preparing or amending

plans, in problem solving and decision making. Illustrative diagram of SWOT

analysis if SWOT analysis does not start with defining a desired end state or

objective, it runs the risk of being useless. A SWOT analysis may beincorporated into the strategic planning model. An example of a strategic

planning technique that incorporates an objective-driven SWOT analysis is

SCAN analysis.

Strategic planning including SWOT and SCAN analysis has been the subject

of much research.

Strengths:

Attributes of the organization those are helpful to achieving the objective.

Weaknesses: attributes of the organization those are harmful to achieving the

objective. Opportunities: external conditions those are helpful to achieving the

objective. Threats: external conditions that is harmful to achieving the

objective.


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SWOT analysis can be used for all sorts of decision-making, and the SWOT

template enables proactive thinking, rather than relying on habitual or

instinctive reaction.

The SWOT analysis template is normally presented as a grid, comprising four

sections, one for each of the SWOT heading: strengths, weaknesses,

opportunities, and threats. The free SWOT template below includes sample

questions, whose answers are inserted into the relevant section of the SWOT

grid. The questions are examples, or discussion points, and obviously can be

altered depending on the subject of the SWOT analysis. Note that many of the

SWOT questions are also talking points for other heading-use them as you

find most helpful, and make up your own to suit the issue being analyzed. It is

important to clearly identify the subject of a SWOT analysis, because a SWOT

analysis is a perspective of one thing, be it a company, a product, a

proposition, and idea, a method, or option, etc.

Here are some examples of what a SWOT analysis can be used to assess:

A company (its position in the market, commercial viability, etc)

A method of sales distribution

A product o brand

A business idea

A strategic option, each as entering a new market or launching a new product

A opportunity to make an acquisition

A potential partnership

Changing a supplier

Outsourcing a service, activity or resource an investment opportunity.


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CHAPTER IV

DATA ANALYSIS AND INTERPRETATION

4.1 PRESENTATION OF DATA IN TABLE, GRAPHSAND INTERPRETATION

4.2 CONCLUSION AND FINDINGS

4.3 RECOMMENDATION AND SUGGESTIONS


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FOR CUSTOMERS

1. Are you aware of the self recharge service providers and self rechargeapplication?

Sr no. Option No. of respondents Percentage

1. Yes 45 39.19%

2. No 70 60.81%

Total 115 100

INTERPRETATION:

It is been observed that 60.81% of the people are not aware of the home

recharge services and applicants available in the market thus the company has

to focus on distribution strategies so that more and more people will get to

know about it and they will use the application.

39.19%

60.81%

Awareness

yes

no


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2. If yes, do you use any application or service providing websites?


1. Application 35 30.43%

2. Website 80 69.57%

total 115 100

INTERPRETATION:

It is been seen that 70% of the people are not aware of the self-recharge application

and 30% of the people are using various companies websites and other online service

providing websites for recharging their mobiles and DTH services.

30%

70%

application

website


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3. Would you like to use self-recharge application?


1. Yes 90 78.26%

2. No 25 21.73%

total 115 100

INTERPRETATION:

From the research it is been observed that 78% of the people are interested to use self

recharge application as it is a new technology in the market and much useful for them.

And 22 % people are not willing to use the application because of the lack of interest

and knowledge and illiteracy.

78%

22%

YES NO


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4. Which service provider or application do you prefer for the recharge purpose?


1. Freedom pack 23 20%

2. Airtel money 28 24.44%

3. PAYTM 40 34.58%

4. ITZ cash 9 7.84%

5. Pay world 15 13.14%

Total 115 100

INTERPRETATION:

It is been observed that PAYTM has the largest market with 35% because it is a free

application and it comes already installed in many cell phones. And Airtel money

stands on second position with 24% market share because its a big company. And

Freedom pack has 20% market share because its a new company in the market and

people are not much aware of it. Rest Pay World and ITZ cash hold 8% and 13%

respectively.

freedom pack, 20%

airtel money ,

24.44%

PAYTM, 34.58%

ITZ cash , 7.84%

pay world,

13.14%


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5. What do you think about the services of the freedom pack?Sr no. Option No. of respondents Percentage

1. Excellent 15 13.07%

2. Good 25 21.73%

3. Average 50 43.47%

4. bad 25 21.73%

total 115 100%

INTERPRETATION:

From the research it is been observed that the services which are provided by the

Freedom pack are just satisfactory because customers have rated the services with

good and average with more percentage i.e. 44% and 26% respectively. And 17% of

the customers have rated the services Excellent because they are very much happy

with the Freedom pack services. But still company have to focus more on betterment

of the services so that more and more customers will be much satisfied with the

Freedom pack services.

13%

22%

43%

22%

customer satisfaction

excellent

good

average

bad


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6. What is the reason for not using freedom pack?


1. Unaware 09 7.82%

2. Service problem 43 37.39%

3. Balance problem 47 40.86%

4. others 16 13.91%

total 115 100%

INTERPRETATION:

It has been observed that 41% the people do not prefer Freedom pack to use because

they are not getting the required balance for the recharge purpose at required time.

And 37% people are not using it because they are facing some service problems like

failure or late recharge. And the rest 8% people are not using because they are

unaware and 14% people have some other reasons for not using this application like

not supporting handsets or not using internet service on mobiles.

7.82%

37.39%

40.86%

13.91%

unaware

service problem

balance problem

others


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7. Do you think that the freedom pack are much secure to use as compared to otherapplication and websites?


1. yes 35 30.43%

2. no 80 69.56%

total 115 100%

INTERPRETATION:

70% of the people feels that the freedom pack are much secure to use that the otherapplications and websites because it does not demand for the credit or debit card

number like other application for the payment purpose. And 30% people think that it

is not much secure.

30%

70%

yes no


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8. What is the amount of balance you required for mobile & DTH per month?


1. 500-1000 22 19.13%

2. 1000-1500 44 38.26%

3. 1500-2000 32 27.82%

4. 2000 & above 17 14.78%

total 115 100%

INTERPRETATION:

In a city like Pune where most of the people are from the middle class back ground

the requirement for the balance is not much 38% of the people monthly use is

between 10001500 Rs. And 28% of the peoples usage is between 1500-2000 Rs

which is an average amount which every family can spent on their mobile and DTH

service.

19.13

38.26

27.82

17.78

customers monthly requirement of balance

500-1000

1000-1500

1500-2000

2000 & above


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9.Why would you prefer recharge application?


1. To save time 27 23.47%

2. instant recharge 49 42.60%

3. For convenience 26 22.60%

4. To get the benefits

of the schemes

13 11.30%

total 115 100%

INTERPRETATION:

It is been observed that 43% of the people would like to use recharge application for

the instant recharge purpose because with the help of the application customers can

recharge their mobile or DTH service any time and from anyplace they dont need to

go to shops. And 24% of the people use to save their valuable time. 22 % for their

convenience and 11% to get the benefits of the small recharge packs which the

retailers usually does not provide because of No margin.

23.47

42.6

22.6

11.3

prefrance

To save time

instant recharge

For convenience

To get the benefits of the

schemes


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2. What is the percentage of profit which u gets on every recharge?


1. 2% 3 10%

2. 2% - 2.5% 11 36.66%

3. 2.5% - 2.8% 12 40%

4. 2.8% - 3% 4 13.99%

total 30 100%

INTERPRETATION:

It is been observed that 40% of the retailers get a profit margin 2.5% to 2.8% on every

recharge from the telecom companies. And 37% of the retailers get between 2% to

2.5% .and in the range 2.8% to 3% retailers mostly get from the DTH service

providing companies.

10%

36%

40%

14%

below 2% - 2% 2% - 2.5% 2.5% - 2.8% 2.8% - 3%


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4. Do you think that the Freedom packs are giving more percent of profit ascompared to other company?


1. Yes 26 86.66%

2. no 04 13.33%

Total 30 100%

INTERPRETATION:

It is been observed that 87% of the retailers get more profit margin from Freedom

pack as compared to the other service providers or telecommunication companies.

And 13 % retailers think that the company cannot give more profit margin than what

they get from the main telecom companies.

86.66

13.33

yes

no


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6. Where do you think that the Freedom pack lack behind?


1. In service 10 33.33%

2. In balance

providing

15 50%

3. other 05 16.66%

total 30 30%

INTERPRETATION:

It is been observed that 50% of the retailers are facing the problem of proper

availability of balance on time for the recharge purpose of the customers. And 33.33%

are facing the problem service like delay in recharge and failure. And 16.66% are

facing other similar problems.

33%

50%

17%

in service in balance providing other


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CHAPTER V

5.1 OBSERVATIONS AND FINDINGS.

5.2 SUGGESTIONS


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OBSERVATIONS AND FINDINGS-

It is found that Freedom pack are more convenient to use as compared to otherusers.

Balance to the freedom pack customers is not provided in time. The profit percent is given more by the Techfreedom as compared to others

service providers.

More and more young peoples like schools and college students are attractedtowards such services they got more interest in it.

Recharge done through these services is fast. All the customer are benefited through this multirecharge facilities.

The plans of these services are very effective. There are very less number of distributors in Pune city. Such home recharge services are not convenient to use for the illiterate

peoples.

Interaction of the sales person is more as compared to other providers. It is been found that Techfreedom holds 20% of the market share in Pune city

in the field of home recharges service providers.


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SUGGESTIONS

Retail outlets and distributors should be increased. Continuity in services should be maintained for customer loyalty. Promotional activities must be increased it can be done by putting some

hoardings on the various parts of the Pune city and outside the recharge

outlets.

Balance should be provided to the distributors and customers on right time. Customer care help line should be provided by the company.


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CHAPTER VI

ANNEXTURE

6.1 ANNEXTURE 1BIBLOGRAPHY

6.2 ANNEXTURE 2QUESTIONNAIRE


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5.1 BIBLOGRAPHY

Books

Marketing management (11st Edition)Philip Kotler

Research methodology & technique- C.R. Kothari

Marketing researchNaresh Malhotra & berry.

Marketing researchBeri.

Marketing ResearchBiplab S. Bose

Web sites

www.ask.com

www.ehow.com

www.amendsindia.com

www.wikipedia.com

www.freedompack.in

www.techfreedom.net

www.service.techfreedom.net
http://www.ask.com/http://www.ask.com/http://www.ehow.com/http://www.ehow.com/http://www.amendsindia.com/http://www.amendsindia.com/http://www.wikipedia.com/http://www.wikipedia.com/http://www.freedompack.in/http://www.freedompack.in/http://www.techfreedom.net/http://www.techfreedom.net/http://www.service.techfreedom.net/http://www.service.techfreedom.net/http://www.service.techfreedom.net/http://www.techfreedom.net/http://www.freedompack.in/http://www.wikipedia.com/http://www.amendsindia.com/http://www.ehow.com/http://www.ask.com/


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5. What do you think about the services of the Freedom pack?Excellent Good

Average Bad

6. What is the reason for not using Freedom pack?Unaware Service problem

Balance problem Other

7. Do you think that the freedom pack are much secure to use as compared to otherapplication and websites?

Yes No

8. What is the amount of balance you required for mobile & DTH per month?500- 1000 1000-1500

1500-2000 2000 & above

9. Why would you prefer recharge application?To save time For convenience

To get the benefit of the schemes Others


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10.From where did you got the information about the freedom pack?Internet Friends

Print media Retailers outlet

11.Your kind suggestions if any:


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QUESTIONNAIRE

FOR RETAILERS

NAME:

SHOP NAME:

SHOP ADDRESS:

Phone: Email id:

Marital status: Married Unmarried

Educational level:under-Graduate Graduate Post-Graduate

1. Which method do you use for doing recharge of your customer?LAPO card Online

Application

2. What is the percentage of profit which the company provide on everyrecharge?

Below 2% 2% - 2.5%

2.5% - 2.8% 2.8% - 3%

3. Why do you prefer recharge application mostly?

For mobile recharge

For DTH recharge

4. Do you think that the Freedom pack are giving more percent of profit ascompared to other company?

Yes No


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Documents

COMPARATIVE ANALYSIS OF CUSTOMER SATISFACTION TOWARDS FREEDOM PACK AND ITS COMPETITORS IN PUNE CITY