Final Term Paper of Cb

8/8/2019 Final Term Paper of Cb

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Acknowledgement

~SUCCESS IS TO BE MEASURED NOT SO MUCHBY THE POSITION ONE HAS REACHED IN LIFE BUT

BY THE OBSTACLES THAT HE HAS OVERCOME

WHILE TRYING TO SUCCEED

Weexpress our sincere thanks to our respected lecturer as well

as our term paper guide MR.Amit Kr.Lal for his guidance

and tremendous encouragement bestowed throughout our

Endeavour.

Priyanka


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Abstract of my project

In this project we are going to learn and familiar with terms below :-

y A brief introduction of Tata Indicom.

y What is a customer service.

y How to handle customer care service.

y Survey to know the students perception regarding tata indicom customer care service..

y I am going to use research methodology for my project.

y For Data collection :-I am using both primary and secondary data.

y Sampling size:-I am going to use 50 students as my sample size.

y Sampling technique:-Random sampling.

y Sampling unit:-lovely girls hostel.

Objective of study

To know about the pros and cons of Tata indicom customer services by using the student

perception .

Customer Service Objectives:

* Defining Good CustomerService*What CustomerService Skills do you Already Have?* Dealing with Difficult, Rude or Indifferent Customers

*Achieving Real Excellence in CustomerService*Advanced Listening and Responding Skills*How to make the Customers Point of ViewWork for you* Developing New Customer Relationships* Caring for Yourself as well as your Customers*Handling Complaints with Empathy and Efficiency* Gaining Confidence in your CustomerService Role

Scope of project:-

y To know about the undiscovered problems from the customers of Tata indicom.

y To attract customers towards the product of tata indicom by out bounding calls,

advertisements and messages.


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Introduction of Tataindicom

Tata Teleservices Limited (TTSL) is a part of the Tata Group of companies, an Indian

conglomerate. It operates under the brand name Tata Indicom in various telecom circles of India.

In Nov 2008, Japanese telecom giant NTT Docomo picked up a 26 per cent equity stake in Tata

Teleservices for about Rs 13,070 crore ($2.7 billion) or an enterprise value of Rs 50,269 crore

($10.38 billion).

In Feb 2008, TTSL announced that it would provide CDMA mobile services targeted towards

the youth, in association with the Virgin Group on a Franchisee model basis.

Tata Teleservices Provides mobile services under 3 Brand names

Tata Indicom

Tata DoCoMo

Virgin Mobile

Company background

Tata Teleservices is part of the Tata Group. Tata Teleservices spearheads the Groups presence

in the telecom sector. Incorporated in 1996, Tata Teleservices was the first to launch CDMA

mobile services in India with the Andhra Pradesh circle.

The company acquired Hughes Telecom (India) Limited [now renamed Tata Teleservices

(Maharashtra) Limited] in December 2002. With a total Investment of Rs 19,924 Crore, Tata

Teleservices has created a Pan India presence spread across 20 circles that includes Andhra

Pradesh, Chennai, Gujarat, J & K, Karnataka, Delhi, Maharashtra, Mumbai, North East,

Tamil Nadu, Orissa, Bihar, Rajasthan, Pun jab, Haryana, Himachal Pradesh, Uttar

Pradesh (E), Uttar Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West Bengal.

Having pioneered the CDMA 3G1x technology platform in India, Tata Teleservices has

established 3G ready telecom infrastructure. It partnered with Motorola, Ericsson,

Lucent and ECI Telecom for the deployment of its telecom network.

The company is the market leader in the fixed wireless telephony market with a total customer

base of over 3.8 million.


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Review of literature

1. Brand selection

The research study FACTORES AFFECTING THE BRA ND DECISIONN IN THEMOBIE PHONE INDUTRY in Asia by liu 2002.this study found that the choice of a cellularphone characterized by two attitude to brands : attitude towards of the cell phone band on onehand and attitudes towards the network on the other. While price and regularity of services werefound to dominant choice between network provider, choice between mobile phone brands wereaffected by new technology features such as memory capacity and SMS options, more thansize. The brand will actually be not towards smaller phones but towards phone with bettercapability and larger screen.

2.Consumer satisfaction

This study is conducted by TRAI.It assesses the satisfaction level of consumerencompassing quality of technical service, quality and operational aspects of gadgets andsocial/psychological costs due to unsolicited promotional calls /SMS. The analysis in this reportshow that the consumption behavior of the mobile phone users in Delhi and covers the aspectslike usage pattern of the mobile phone services ,assessment of the level of satisfaction,preference for various attributes and functionalities of gadgets.

3.Consumer behavior

The title named consumer buying behavior by Martin Tina; Sam Manaberi (2005)discussed the industrial purchasing stands for more than half of the whole economic activity inindustrialized countries .Therefore it is important to understand how industries perform buyingactivities. The telecommunication industry is a fast growing industry and there for interesting toinvestigate. The purpose of this study was to investigate the characteristic of industrial buying behavior in the telecommunication industry. The purposes have been further developer in theform of research questions dealing with the buying process, buying cantered choice criteria.

A case study was made with the customer, to the telecom supplier Ericsson, from thecompany HI3G access also know as 3. A highly topical company in the third generation telecomnetwork with Ericsson of their primary supplier. The conduct telephone interview indicates aswift buying process, influence by word of mouth.


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4.Consumer behavior

The article name consumer buying behavior in mobile phone market in Finland byEMAC conference, Track : new technology and E-Marketing. The survey conduced with 397consumers and looked at their motive to purchase new mobile phones on one hand and factors

affecting operators choice on the other. The result indicate that while price and properties werethe most influence factors affecting the purchase of a new mobile phone, price audibility andfriends operator were regarded as the most important in the choice of the mobile phoneoperators. This paper concludes with a discussion of contribute and purpose ides for futurestudies in this under researched area.

5.Coustomer buying behavior

The project study title customer buying behavior of mobile phone brands by Riquelme(2001.she conducted an experiment with 94 consumer to identify the amount of self-knowledge

consumer have when choosing between mobile phone brands. The study was build upon six keyattribute like telephone feature ,connection fee access cost mobile to mobile phone rates callreats and free call related to mobile phone purchasing ,respondents had to importance rate. Theresearch shows that consumer with prior experience about a product can predict their choicerelatively well about consumer tended to overestimate the importance of feature ,call rates andfree call and underestimates the importance of a monthly access fee mobile to mobile phonerates and the connection fee.

6.Consumer perception

The article title consumer perception and its choice mobile telecom service provider in

Malaysia, journal of international business and Economics ,may 2007 by ahasanul Haque AliKhatibi ,A bdur Raquib ,shameenAl Mahmud . the study aims to find out what are critical factorthose are playing an important role to select the telecommunication service provider.

Result provider a comprehensive analysis of the important factors for playing animportant role for the consumer to select the telecommunication service provider. The analysisconfirms the significant positive relationship of price ,service quality product quality andavailabity,and pomotinal offer for consumer perception. These factors are expected to have agreat role during the time to choose telecommunication service provider. In conclusion,practitioners can be deriving a better understanding of the activates that are being played a vitalrole the consumer perception.


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RESEARCH METHODOLOGY

During the study I conducted a market research to gather information regarding Tataindicom

customer service I relied upon both Primary and Secondary data for the study.

The secondary data was gathered mainly from various website and the Primary datawas gathered using questionnaire. I prepared questionnairesforstudent.

Primary Data:

Primary data are gathered for the specific purpose or for a specific research

project, consist of original information for the fulfilment of project objective.

When the data are required for the particular study can be found neither in the internal record of

the enterprises nor in published sources. In some cases it may become necessary to collect

original data.

Primary data can be collected in four ways:-

y Observation

y Focus

y Survey

y Experiment

Secondary data:

Secondary data are the data, which already exists somewhere. Secondary data provide starting

point for research and after that the advantage of low cost and ready availability. Secondary datacan be divided into two types:

1. Internal data

2. External data


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When researcher uses the data that has already been collected by other data are called

secondary data. Secondary data can be obtained from journals i.e. internal sources report,

government publication and books, professional bodies etc.

Internal data are reports and memos generated within an organisation to facilitate itsoperations. External data are those specially produce for outside consumption.

DATA SOURCE:

The sources of collection of secondary data are:

y Questionnaire

y Books

y Websites

y Magazine

y Brochure

Research design

A research design is the determination and statement and statement of the general researchapproach or strategy for the particular project.

1.sample size

The number of sample size is 40 from girls hostel 4 ,which fulfill the requirement. Eachrespondent as a case of detailed analysis.

2.sampling design

Convenience sampling is used for this study. Convenience sampling is used in

exploratory research where the researcher is interested in getting an inexpensive approximationof the truth. As the name implies, the sample is selected because they are convenient. This nonprobability method is often used during preliminary research effort to get a gross estimate of theresult,without incurring the cost or time required to select a random sample.


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HypothesisT-TEST

GROUPS = OCCUPATION (1 2)

/MISSING = ANALYSIS

/VARIABLES = loyalty

/CRITERIA = CI (.95).

Statistics

occupation loyalty

N Valid 40 40

Missing 0 0

Mean 1.38 9.3750

occupation

Frequency Percent Valid PercentCumulative

Percent

Valid student 25 62.5 62.5 62.5

non-student 15 37.5 37.5 100.0

Total 40 100.0 100.0

loyalty


Percent

Valid 5.00 1 2.5 2.5 2.5

6.00 1 2.5 2.5 5.0

7.00 3 7.5 7.5 12.5

8.00 6 15.0 15.0 27.5

9.00 10 25.0 25.0 52.5

10.00 8 20.0 20.0 72.5

11.00 7 17.5 17.5 90.0

12.00 4 10.0 10.0 100.0

Total 40 100.0 100.0


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Group Statistics

GroupStatistics N Mean Std. Deviation

Std. ErrorMean

loyaltystudent 25 9.7200 1.59478 .31896

non-student 15 8.8000 1.69874 .43861


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Independent Samples Test

Levene's Testfor Equality of

Variances t-test for Equality of Means

F Sig. t dfSig. (2-tailed)

Mean

Difference

Std.ErrorDifference

95% ConfidenceInterval of the

Difference

Lower Upper Lower Upper

Lower

UpperLowe

rUppe

r Lower

Loyalty

Equal variancesassumed

.011 .917 1.724 38 .093.9200

0.5336

1-.16024 2.00024

Equal variancesnot assumed 1.696

28.133

.101.9200

0.5423

2-.19066 2.03066


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__Interpretation:-

After analyzing of the data we are able to find that there is not that much of differencebetween the student and non student occupation .There is similar loyalty of both of them.

non-studentstudent

F

q

25

20

15

10

5

0


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1:-are they fullfill your

uires


Percent

Valid yes 28 70.0 70.0 70.0

no 12 30.0 30.0 100.0

Total 40 100.0 100.0

__

InterpretationBy this graph we can say that the customer is satisfied by using the tataindicom connection

because the customer care fulfill their queries.

are they fullfill yourquires

noyes

Frequency

30

20

10

0

are they fullfill yourquires


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3:-did you find relevent data regading your problem


Percent

Valid yes 6 15.0 15.0 15.0

no 4 10.0 10.0 25.0

some times 29 72.5 72.5 97.5never 1 2.5 2.5 100.0

Total 40 100.0 100.0

__

Interpretation:- In this question so many customer says that some times they are finding dataregarding their problems.

did you find rele ent data regading your proble

neversometimesnoyes

Frequency

30

20

10

0

did you find rele ent data regading your proble


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4:-is the person at customer care is able to understand your problem


Percent

Valid yes 22 55.0 55.0 55.0

no 2 5.0 5.0 60.0some time 16 40.0 40.0 100.0

Total 40 100.0 100.0

__

Interpretation :- the tataindicom customer care can able to understand the problem of customer.some says sometimes some says no.so company have to understand the the problem of customerand give the best services to customer.

is the person at custo er care is able to understand your proble

sometimenoyes

Frequency

25

20

15

10

5

0

is the person at custo er care is able to understand your proble


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5:-in interval of time your

ueries has been respond

Frequency Percent Valid Percent CumulativePercent

Valid same day 15 37.5 37.5 37.5

one day 14 35.0 35.0 72.5

tow day 8 20.0 20.0 92.5

one week or 15 day 3 7.5 7.5 100.0

Total 40 100.0 100.0

__

Interpretation :-over all the tataindicom customer care solve the problem of the customer sameday.

in inter al of ti e yourqueries has been respond

one weekor15daytow dayonedaysameday

Frequenc

y

15

10

5

0

in inter al of ti e yourqueries has been respond


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6:-what type of problem you face genreally


Percent

Valid network problem26 65.0 65.0 65.0technical problem 2 5.0 5.0 70.0

customer care problem 8 20.0 20.0 90.0

others 4 10.0 10.0 100.0

Total 40 100.0 100.0

__

Interpretation :-many of the customer have the same problem that is network problem. Socompany have to solve the problem of the networking.

hattypeofproble youfacegenreally

otherscustomercare problemtechnical problemnetwork problem

Freq

uency

30

20

10

0

hat type of proble you face genreally


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7:-do you satisfy with roaming services


Percent

Valid storangly disagree4 10.0 10.0 10.0disagree 6 15.0 15.0 25.0

neither agree nordisagree 17 42.5 42.5 67.5

agree 12 30.0 30.0 97.5

strongly agree 1 2.5 2.5 100.0

Total 40 100.0 100.0

__

Interpretation:- so many customer says that they are neither agree nor disagree with the roamingservices.

do you satisfy ith roa ing ser ices

stronglyagreeagreeneitheragreenordisagree

disagreestoranglydisagree

Frequen

cy

20

15

10

5

0

do you satisfy ith roa ing ser ices


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8:-do they offer you new schem?


Percent

Valid yes 14 35.0 35.0 35.0

some time 20 50.0 50.0 85.0very rare 6 15.0 15.0 100.0

Total 40 100.0 100.0

__

Interpretation :- some times company offer the new scheme. So company have to offer some newscheme to consumer for the brand loyality.

do they offer you ne sche ?

veryraresometimeyes

Frequency

20

15

10

5

0

do they offer you ne sche ?


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Finding:-

According to the survey ,the main element of buying behavior of tataindicom telecommunicationcustomer care service :-

1.40% of the respondent is considering coverage.2.20% respondent are looking for offer3.40% of them for customer service of the company

Customer service is low ,most of them are 40% dissatisfied with the after sale service of thecompany.

Reasons for cancellation

40% of them are not having enough coverage in their hostel.

40% of them are not satisfied with customer service

Suggestion

1. Provide the tower to all centers for avoiding network problem.

2. To ensure better customer satisfaction & maintain higher level of customer relationshipmanagement.

3. User manuals and the plans pamphlets should be given to the staff for clearing the doubt of thecustomers.

4. Comapny can appoint more technicians to all TATA retail value hubs to recover on timeservice complain.

5. The employees can call back to customer at least once a month for getting the feedback of theservice offered.

6. Customer relationship manager can keep the records of update details regarding the customercare services. And to avoid delay services.

7. Empolyees can inform customer complaint on time to the head of the department.


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Conclusion

The conducted study try to examine the market mindset towards one of the major player in thetelecom sector . The given company for the study is TATA INDICOM CUSTOMERSERVICE .which is having a reputation in the market. This study had examine customer careservices evaluation about the tele service provided by the company. It also investigate the majorreason behind cancellation of services by the customer. The major finding are :-

1. The customers are not satisfied with services because of coverage problem, customercare services.

2. The main reason for cancellation with services were- low quality ,high price poor sales

services ,less network coverage.

QUESTIONNAIRE

1.How do you rate the attitude TATAINDICOM customer care services towards

you as a customer?

Good Satisfactory Poor Very poor

2 .Are they full fill your quires?

Yes No

3.Did you find relevant data regarding your problem?Yes No some times never

4.Is the person at customer care is able to understand your problem?

Yes No Some time

5.In what interval of time your queries has been respond?Same day One day two days One week 15 days

6.What type of problem you face generally?

Network problems Technical problem

Customer services problem Others

7.Do you satisfy with roaming services?

strongly disagree Disagree Neither agree nor disagree


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Agree Strongly agree

8. Do they offer you, new scheme?

Yes No Some time Very rare

9.what would you like to suggest us?

NAME:-PLACE:-OCCUPATION:-CONTACT NUMER:-


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Reference

www.wikipidia.com

www.telecomtiger.com/fullstory.aspx?storyid=1138...vasstory.

www.controlenter.in/?p=596

http://search2009.sulekha.com/blog/post/2009/03/tata-indicom-what-a-connection.htm

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Final Term Paper of Cb