IDEA CELLULAR LTD

PRESENTATION ON

“Customer Satisfaction With Idea Cellular Services”

PRESENTED BY SHANKAR LALMBA- FINAL Yr.

CONTENTS

•Introduction to the Industry•Introduction to the Organization•Research Methodology Title of the Study Duration of the Project Objective of Study Type of Research Sample Size and method of selecting sample Limitation of Study•Analysis and Interpretation•Fact and Findings•Conclusion•Recommendation and Suggestions

INTRODUCTION TO INDUSTRY

The telecom network in India is the fifth largest network in the world meeting you with global standards. Presently, the Indian telecom industry is currently slated to an estimated contribution of nearly 1% to India’s GDP.

The Indian Telecommunications network with 110.01 million connections is the fifth largest in the world and the second largest among the emerging economies of Asia. Today, it is the fastest growing market in the world and represents unique opportunities for U.S. companies in the stagnant global scenario. The total subscriber base, which has grown by 40% in 2005, is expected to reach 250 million in 2007.

Major Players

There are three types of players in telecom services:• -State owned companies (BSNL and MTNL)• -Private Indian owned companies (Reliance Infocomm, Tata Teleservices,)• -Foreign invested companies (Hutchison-Essar, Bharti Tele-Ventures, Escotel, Idea Cellular, BPL Mobile, Spice Communications)

. There are around more than 40.9 million subscribers in India compared to 150 million users in china. Granter at a compounded annual growth rate of 46% over the next five years till 2010. We hope this will boost the Indian economy.

INTRODUCTION TO COMPANY

Indian regional operator IDEA Cellular Ltd. has a new

ownership structure and grand designs to become a

national player, but in doing so is likely to become a

thorn I the side of Reliance Communications Ltd. IDEA

operates in eight telecom “circles,” or regions, in

Western India, and has received additional GSM

licenses to expand its network into three circles in

Eastern India -- the first phase of a major expansion

plan that it intends to fund through an IPO, according

to parent company Aditya Birla Group.

RESEARCH METHODOLOGY

Objective of study:-

Customer satisfactions with relation to IDEA prepaid

and postpaid would be the focus of our study,

confining mainly to Sriganganagar region.

Company’s services will be adjudged on the basis of

many factors.

Type of researches: - 

Descriptive research:

This research is the most commonly used and the

basic reason for carrying out descriptive research is

to identify the cause of something that is

happening. For instance, this research could be

used in order to find out what age group is buying a

particular brand of cola, whether a company’s

market share differs between geographical regions

or to discover how many competitors a company

has in their marketplace.

Sample size: - 100 Methods of selecting sample:-

Probability Sampling

A probability sampling method is any method of

sampling that utilizes some form of random

selection. In order to have a random selection

method, you must set up some process or

procedure that assures that the different units in

your population have equal probabilities of being

chosen.

Scope of study Project type: - Customer satisfaction is the most crucial factor for sustaining in the markets for the longer period. Especially in respect of “TELECOM SERVICES”, Customer satisfaction plays a pivotal role. Idea which is the part of “Birla Group” is a new player in Telecom Services and still is in expansion mode in Sriganganagar.  Area covered: - urban ….. Primary focus:- people who use Idea service …..

  LIMITATION OF STUDY  Due to sample size The sample size of our project is particularly small. A small sample size has a greater probability that the observation just happened to be particularly good or particularly bad. Therefore it is harder to find significant relationships from the data, as statistical tests normally require a larger sample size to justify that the effect did not just happened by chance alone.  Literacy level In earlier days people don’t prior there children’s on studies but firstly let there children’s learn business techs but now things are changing people are know understanding that due to lack in studies they are lacking behind .so know people are making their new generation literate

(a) Prepaid 80% (b) Post Paid 20%

Q. which service you prefer?

Q. which service you prefer?

ANALYSIS AND INTERPERTATION

80%

20%

(a) Prepaid

(b) Post Paid

(a) Better Network 23%

(b) The services provider of your acquaintance 43%

(C)Better complaint handling system by the service provider 26%

(d) STD tariff option, local tariff plan and other services 8%

Q what compel you to be the part of Idea?

23%

43%

26%

8% (a) Better Network (b) The services provider of your acquaintance (C)Better complaint handling system by the service provider (d) STD tariff option, local tariff plan and other services

(a) 200 37%

(b) 300 41 %

(c) 500 13%

(d) >500 9%

Q what is your monthly uses?

37%

41%

13% 9% (a) 200

(b) 300

(c) 500

(d) >500

(a) All local 40%

(b) STD 45%

(C) Other purposes 13%

(d) International 2%

Q What do You seek before opting the Idea connection?

(a). (b). (c). (d).

Attributes Network Tariff plan Complaint handling system

Internet facility

Response of customer

_ _ _ _ _ _ _ _

Q. Give your ranks in the scale of 1 to 5 for the following attributes, where 1 means The last and 5 means the maximum.

For net work for tariff plan

for complaint handling Internet facility

(A) Retailer suggestion 45%

(b) Family opinion 10%

(C)Friend’s opinion 25%

(d) Others 20%

Q .Influence to select Idea

45%

10%

25%

20% (A) Retailer suggestion

(b) Family opinion

(C)Friend’s opinion

(d) Others

(a) Excellent

13%

(c) Good

41%

(a) Fair

32%

(c) Not satisfied

14%

Q. How much you are satisfied with Idea service?

(a). Full talk value 50%

(b). RCV with longer validity 13%

(c). Reduced tariff on group talk/SMS 10%

(d). Direct communication about schemes & tariff 27%

Q. What services (related to Recharge) do you want from Idea cellular?

• In this project it was seen that customers was choosing idea cellular because of (1). Full talk time value

(2). Low tariff plan

• It was seen that majority of customers spend normally upto 200 to 300 for their

Mobile services.

• It was seen that majority of customers were satisfied with idea services.

• Most of the customers got influenced with retailers.

• Mostly respondent were be the provider by their acquaintance.

FACT AND FINDINGS

• STD tariff plan is better because most of respondent prefer it comparison to

• Local tariff plan.

According to selected attributes ( with highest rank )45 % respondent fill for better network and give 5 rank10 % respondent prefer tariff plan who give maximum rank for tariff.10 % respondent satisfy with complaint handling system.10 % respondent prefer internet facility with highest rank.

CONCLUSION •The important facts which could be concluded from our data regarding the awareness of people . It was found that people are not so much techno survey as much as they have to. •It was also seen that people were not spending more then Rs 200 to 300 monthly in market

Idea enjoys the good share of business in global marketcustomers preferred STD tariff options for selecting Idea

•Network coverage and tariff plans are key influencer in decision-making process of subscribing to a particular operator. •As maximum average calls are local centric so company can introduce new schemes on local calls.

•Most of the respondents remember cine stars and cricket stars as the ambassadors of telecom brands, Shahrukh khan for AIRTEL, Ajay and Kajol for TATA, Viredra Sehwag and Amitabh Bachchan for RELIANCE and so on. •Consumers very effectively relate the image of the brand with the public image of the celebrities. •Keep innovating; segmentations, and competitive differentiator will lead to growth path.

•key developments for increase for usages and awareness of VAS

•Acquiring loyal customers initially

RECOMMENDATION

•Should focus on advertising of idea at the central as well as local l

•Position implies that very less number of people was comfortable technology

(a).Promotional campaigns are must in this era of stringent competition.

• Company should consistently try to improve and upgrade its technology with the global

Standard in order to provide excellent customer satisfaction

• We know that in this world of intense competition everyone is trying to prove itself best in its respective field therefore we can conclude that there is always an edge of improvement and hence the brand should work on that.

• Establish and coordinate business relation with big corporate houses across the country

• Company can improve upon its efficiency by not changing its staff frequently. By doing this company can continue to create, maintain and grow strong relationship with its existing customers

* Idea behind this is that staff which is already working for idea is well acquainted with the nature and wants of the existing customers

THANK YOU