Customer Satisfaction on Tata Indicom Mobile Users DHEEPAK.S FINAL

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  • 7/31/2019 Customer Satisfaction on Tata Indicom Mobile Users DHEEPAK.S FINAL

    1/59

    UFA@I EMCCQFGEIZGMFU \^Z&OZJ

    Igu`rixwi Gfuzgzqza Mn Cifibacafz Uzqjgau . Xauaixe`/ Hifbiomxa \iba 9

    GFZXMJQEZGMF

    Bafaxio Gfzxmjqezgmf4

    Emccqfgeizgmf `iu haaf mfa mn z`a cmuz gc|mxzifz iu|aezu mn

    z`a bxmrz` mn `qcif umegazw ifj eqozqxa& Zaoaemccqfgeizgmfu/ z`a

    zxifucguugmf mn ugbfiou m~ax i jguzifea nmx i |qx|mua mn emccqfgeizgmf

    gu ioum ~axw gc|mxzifz& Gz |xm~gjau hqugfauu/ cmfaw ifj cixkaz uzihgogzw

    gf z`a rmxoj& Z`a zaoaemc uaezmx gu mfa mn z`a oaijgfb emfzxghqzmxu zm

    Gfjgiu nomqxgu`gfb aemfmcw& Zaoaemccqfgeizgmf uaezmx m||mxzqfgzgau gf

    Gfjgi iuuqxa i zxifu|ixafz/ uina ifj uaeqxaj ichgifea nmx z`a zaoaemc

    cixkaz& Gz gfeoqjau gfzxmjqezgmf mn gfzaxfaz zaoa|`mfw uax~gea ifj

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    Iz |xauafz zaoaemc uaezmx gf Gfjgi gu eoigcaj zm ha mfa mn z`a cidmx

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    Z`a kaw zm zmjiwu noapghoa bomhio zaoa|`mfa fazrmxku gu

    EMFUZGOOIZGMFU MN OMR#MXHGZZGFB UIZAOOGZAU/ z`gu uwuzacgfzabxiza uizaoogza emccqfgeizgmf rgz` apguzgfb oifj ifj eaooqoix

    fazrmxku zm |xm~gja zxqow bomhio em~axiba nxmc i cmhgoa |`mfa&

    I cmhgoa |`mfa gu quaoauu qfoauu gz gu uq||mxzaj hw i fazrmxk

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    |ixeao mn cmhgoa |`mfa&

    GXGJGQC riu z`a ngxuz uwuzac zm mnnax i emccaxegio uax~gea& Gz riu

    emfeag~aj ifj ja~aom|aj hw z`a Q&U aoaezxmfgeu emc|ifw

    CMZMXMOI ifj habif m|axizgmfu gf 9700/ mz`ax fazrmxku mnnaxgfb i

    ugcgoix uax~gea ixa BOMHIO UZIX/ ^MJINMFA/ H@IXZG IGXZAO/

    HUFO/ XAOGIFEA&

  • 7/31/2019 Customer Satisfaction on Tata Indicom Mobile Users DHEEPAK.S FINAL

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    UFA@I EMCCQFGEIZGMFU \^Z&OZJ

    Igu`rixwi Gfuzgzqza Mn Cifibacafz Uzqjgau . Xauaixe`/ Hifbiomxa \iba 8

    Ugfea z`axa gu if q|#ognzcafz mn og~gfbu mn Gfjgifu/ z`a cmhgoa

    `ifjuazu hagfb quanqoo nmx emccqfgeizgmfu/ z`aw ioum uzifj iu uzizqu

    uwchmo/ cmxa ifj cmxa hxifju rgz` bxaizax fqchax mn naizqxau `i~a

    oaij zm i uzgnn emc|gzizgmf gf z`a ngaoj mn cmhgoa `ifjuaz ifj fazrmxkogka ifw mz`ax |xmjqez&

    U|aegnge Gfzxmjqezgmf

    Iu gf z`gu |xmdaez/ z`a uzqjw gu cigfow nmequgfb mf equzmcax

    uizguniezgmf gf Hifbiomxa egzw& Rgz` u|aegio xanaxafea zm ZIZI

    GFJGEMC& Hw kaa|gfb z`gu gf cgfj ra u`mqoj kfmr ihmqz equzmcaxu

    ifj ioum ihmqz uizguniezgmf ngxuzow&

    Gf bafaxio zaxcu equzmcax xanaxu zm mfa r`m gu z`a hqwax mn i

    |xmjqez mx uax~gea& Zmjiw equzmcax gu z`a kgfb mn cixkaz/ gf |xiezgeio

    equzmcax gu z`a mfa r`m eiquau z`a uqeeauu mx nigoqxa mn ifw hqugfauu&

    Uizguniezgmf gf bafaxio xanaxu zm equzmcaxu izzgzqja mx m|gfgmf

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    eiquau uqeeauu mn i hqugfauu r`axaiu fabizg~a xau|mfua eiquau

    nigoqxa mn i hqugfauu&

    Z`a cmjaxf cixkazgfb gu emfugjaxaj zm ha Emfuqcax Mxgafzaj z`a

    cigf igc mn cmjaxf hqugfauu gu zm uizgunw z`a emfuqcaxu rgz` yqiogzw

    |xmjqez ifj z`axahw aixf |xmngzu& Equzmcaxu ha`i~a jgnnaxafzow gf

    jgnnaxafz ugzqizgmf ifj z`a |xgcixw nqfezgmf mn hqugfauu gu zm exaiza ifj

    cigfzigf z`a uizgungaj equzmcaxu&

  • 7/31/2019 Customer Satisfaction on Tata Indicom Mobile Users DHEEPAK.S FINAL

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    UFA@I EMCCQFGEIZGMFU \^Z&OZJ

    Igu`rixwi Gfuzgzqza Mn Cifibacafz Uzqjgau . Xauaixe`/ Hifbiomxa \iba 5

    M|axizgmfio jangfgzgmf mn emfea|z

    Hqwax ha`i~gmx gu jangfaj iu Ioo |uwe`mombgeio/ umegio ifj

    |`wugeio ha`i~gmx mn |mzafzgio equzmcaxu iu z`aw haemca irixa mn

    a~ioqiza/ |qxe`iua/ emfuqca ifj zaoo mz`axu ihmqz |xmjqez ifj

    uax~gea

    Equzmcaxu ixa z`a iuuazu mn ioo mxbifgtizgmfu& Z`aw ixa z`a kgfb gf

    zmjiwu emx|mxiza rmxoj& Um/ z`a uizguniezgmf ifj izzgzqja mn z`a

    equzmcaxu gu emfugjaxaj iu auuafzgio nmx aie` ifj a~axw mxbifgtizgmf&

    Equzmcax uizguniezgmf gu i nqfezgmf mn equzmcax ap|aezizgmfu nxmc z`a

    ngxc ifj z`a iezqio |axnmxcifea hw z`a ngxc& Ap|aezizgmf u`i|a

    Equzmcax |axea|zgmf mn |xmjqez mx ngxcu |axnmxcifea& Z`qu

    Equzmcax uizguniezgmf 3 iezqio |axnmxcifea hw z`a ngxc

    Equzmcax ap|aezizgmfu

    Gfexaiugfb uioau ifj niegfb zmqb` emc|azgzgmf gu i cidmx |xmhoac

    nieaj hw cifw mxbifgtizgmfu& Gf z`gu iu|aez EQUZMCAX

    UIZGUNIEZGMF |oiwu i ~axw gc|mxzifz xmoa&

    Z`a emc|ifw z`iz uizgungau z`a equzmcaxu zm z`a cipgcqc apzafz

    rgoo uqx~g~a nmx i omfb zgca gf cixkaz&

    Equzmcax uizguniezgmf gf zaoaemccqfgeizgmf rgoo xanoaez z`a uax~gea

    jaog~axw |xmeauu iu ap|axgafeaj hw equzmcaxu& Z`a gfzaxiezgmf

    hazraaf equzmcaxu ifj z`a jaog~axw uwuzac gu annaezaj ~gi iozaxfizg~a

    emfziez |mgfzu; aie` mfa mn z`ac rgoo ha gf~auzgbizaj nmx gzu gc|iez mf

    z`a m~axioo equzmcax uizguniezgmf g&a& z`a uax~gea jaog~axw uwuzac eif ha

  • 7/31/2019 Customer Satisfaction on Tata Indicom Mobile Users DHEEPAK.S FINAL

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    UFA@I EMCCQFGEIZGMFU \^Z&OZJ

    Igu`rixwi Gfuzgzqza Mn Cifibacafz Uzqjgau . Xauaixe`/ Hifbiomxa \iba :

    jaemc|muaj gfzm iozaxfizg~a equzmcax emfziez |mgfzu z`iz u`i|a

    equzmcaxu m~axioo dqjbacafz ihmqz z`a mxbifgtizgmf&

    Zizi gu xi|gjow bxmrgfb hqugfauu bxmq| hiuaj gf Gfjgi rgz`

    ugbfgngeifz gfzaxfizgmfio m|axizgmfu& Z`a Zizi fica gu i qfgyqa iuuaz

    xa|xauafzgfb oaijaxu`g| rgz` zxquz& Zizi zaoauax~geau u|aix`aijaj gf

    977> ZIZI zaoauax~geau riu z`a ngxuz zm oiqfe` EJCI cmhgoa uax~gea gf

    Gfjgi rgz` z`a Ifjxi\xijau` egxeoa& ZIZI zaoauax~geau `iu auzihogu`aj

    i xmhquz ifj xaogihoa 5B xaijw zaoaemc uzxqezqxa z`iz afuqxau yqiogzw gf

    gzu uax~geau&

    ZIZI emccqfgeizgmf gu Gfjgiu oaijgfb gfzaxfizgmfio zaoaemc uax~gea

    |xm~gjaxu& Zmjiw gz gu |ixz mn z`a ZIZI bxmq|& Gz uzixzaj iu i uqeeauumx

    zm z`a axuzr`goa r`goa m~axuaiu emccqfgeizgmf uax~geau ifj rafz mf zm

    haemca z`a |xacgax |xm~gjax mn gfzaxfizgmfio ~mgea ifj jizi uax~geau&

  • 7/31/2019 Customer Satisfaction on Tata Indicom Mobile Users DHEEPAK.S FINAL

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    UFA@I EMCCQFGEIZGMFU \^Z&OZJ

    Igu`rixwi Gfuzgzqza Mn Cifibacafz Uzqjgau . Xauaixe`/ Hifbiomxa \iba 1

    EQUZMCAX UIZGUNIEZGMF

    Jangfgzgmf4

    Z`a jabxaa mn uizguniezgmf |xm~gjaj hw z`a bmmju mx uax~geau mn i

    emc|ifw iu caiuqxaj hw z`a fqchax mn xa|aiz equzmcaxu& Gz eif ioum

    ha jangfaj iu/ i hqugfauu zaxc z`iz caiuqxau `mr |xmjqez ifj

    uax~geau ixa uq||ogaj hw z`a emc|ifw caaz mx uqx|iuu equzmcax

    ap|aezizgmf& Equzmcax uizguniezgmf gu z`a iez mn dquz jmgfb afmqb` zm ha

    ieea|zihoa zm equzmcax& Gz gu ugc|ow caazgfb hiuge ap|aezizgmfu&

    Gz gu i zaxc nxayqafzow quaj gf cixkazgfb/ gu i caiuqxa mn `mr|xmjqezu ifj uax~geau uq||ogaj hw emc|ifw caaz mx uqx|iuu equzmcax

    ap|aezizgmf& Gz gu jangfaj iu z`a fqchax mn equzmcaxu mx |axeafziba mn

    zmzio equzmcaxu/ r`mua xa|mxzaj ap|axgafea rgz` z`a ngxc/ gzu |xmjqezu

    mx gzu uax~geau apeaaju u|aegngaj uizguniezgmf bmiou&

    Gz gu uaaf iu i kaw |axnmxcifea gfjgeizmx gf z`a hqugfauu ifj gu

    mnzaf |ixz mn i hioifeaj uemxaeixj& Gf i emc|azgzg~a cixkaz |oiea

    r`axa hqugfauu emc|azau nmx equzmcaxu/ uizguniezgmf gu uaaf iu i kaw

    jgnnaxafzgizmx ifj gfexaiugfbow `iu haemca i kaw aoacafz mn hqugfauu

    uzxizabw& Rgz`gf z`a mxbifgtizgmfu/ equzmcax uizguniezgmf xizgfb eif

    `i~a |mraxnqo annaezu& Z`aw nmequ ac|omwaau mf z`a gc|mxzifea mn

    nqongoogfb equzmcax ap|aezizgmfu&

    Nqxz`axcmxa r`af z`aua xizgfbu jg|/ z`aw rixf mn |xmhoacu z`iz

    eif innaez uioau ifj |xmngzihgogzw& Z`aua cazxgeu yqifzgnw if gc|mxzifz

    jwficge& R`af i hxifj `iu omwio equzmcaxu/ gz bigfu |mugzg~a rmxj#mn#

    cmqz` cixkazgfb/ r`ge` gu hmz` nxaa `gb`ow annaezg~a&

    Equzmcax uizguniezgmf |xm~gjau i oaijgfb gfjgeizmx mn equzmcax

    |qxe`iua gfzafzgmfu ifj omwiozw/ gzu jizi gu mfa icmfb z`a cmuz

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    UFA@I EMCCQFGEIZGMFU \^Z&OZJ

    Igu`rixwi Gfuzgzqza Mn Cifibacafz Uzqjgau . Xauaixe`/ Hifbiomxa \iba >

    nxayqafzow emooaezaj gfjgeizmxu mn cixkaz |axea|zgmfu& Z`agx |xgfeg|io

    qua gu zrmnmoj&

    9& Rgz`gf z`a mxbifgtizgmfu/ emooaezgmf/ ifiowugu ifj jguuacgfizgmf mn

    z`aua jizi uafj cauuiba ihmqz z`a gc|mxzifea mn zafjgfb zmequzmcaxu ifj afuqgfb z`iz z`aw `i~a |mugzg~a ap|axgafea rgz` z`a

    emc|ifwu bmmju ifj uax~geau&

    8& Ioz`mqb` uioau mx cixkaz u`ixa eif gfjgeiza `mr raoo i ngxc gu

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    z`iz equzmcaxu rgoo cika nqzqxa |qxe`iuau& Cqe` xauaixe` `iu

    haaf nmequaj mf z`a xaoizgmfu`g| hazraaf equzmcax uizguniezgmf

    ifj xazafzgmf& Uzqjgau gfjgeiza z`iz z`a xicgngeizgmf mn uizguniezgmf

    gu cmuz uzxmfbow xaiogtaj iz z`a apzxacau&

    Caiuqxgfb Equzmcax uizguniezgmf4

    Mxbifgtizgmf faaju zm xazigf equzmcaxu r`goa zixbazgfb fmf#

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    Gz gu caiuqxaj iz if gfjg~gjqio oa~ao/ hqz gz gu iocmuz ioriwu

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    nqfezgmfio izzxghqzau mn z`a |xmjqezu&

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    UFA@I EMCCQFGEIZGMFU \^Z&OZJ

    Igu`rixwi Gfuzgzqza Mn Cifibacafz Uzqjgau . Xauaixe`/ Hifbiomxa \iba 2

    Equzmcax uizguniezgmf gu i ichgbqmqu ifj ihuzxiez emfea|z ifj

    iezqio cifgnauzizgmf mn z`a uziza mn uizguniezgmf rgoo ~ixw nxmc |axumf zm

    |axumf ifj |xmjqez-uax~gea zm |xmjqez-uax~gea& Z`a uziza mn uizguniezgmf

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    Z`a quqio caiuqxa mn equzmcax uizguniezgmf gf~mo~au i caiuqxa mn

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    equzmcax gu iukaj zm a~ioqiza aie` uzizacafz ifj gf zaxc mn z`agx

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    caiuqxaj&

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    z`aw ixa caz&

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  • 7/31/2019 Customer Satisfaction on Tata Indicom Mobile Users DHEEPAK.S FINAL

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    UFA@I EMCCQFGEIZGMFU \^Z&OZJ

    Igu`rixwi Gfuzgzqza Mn Cifibacafz Uzqjgau . Xauaixe`/ Hifbiomxa \iba 0

    GFJQUZXW \XMNGOA

    @guzmxw

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  • 7/31/2019 Customer Satisfaction on Tata Indicom Mobile Users DHEEPAK.S FINAL

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    UFA@I EMCCQFGEIZGMFU \^Z&OZJ

    Igu`rixwi Gfuzgzqza Mn Cifibacafz Uzqjgau . Xauaixe`/ Hifbiomxa \iba 7

    Gf 900

  • 7/31/2019 Customer Satisfaction on Tata Indicom Mobile Users DHEEPAK.S FINAL

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    UFA@I EMCCQFGEIZGMFU \^Z&OZJ

    Igu`rixwi Gfuzgzqza Mn Cifibacafz Uzqjgau . Xauaixe`/ Hifbiomxa \iba 9