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A Project Report on

A Study on Customer Satisfaction of Post Paid Telecom

Users in Aizawl

Submitted in partial fulfilment for the requirement of

BBA Program of Icfai University Mioram

Submitted By

Kiran Thapa (Enrolment No. !"#$#%&

'ohan alhman)aihthan)a (Enrolment No. !"#$##*+&

alduhawmi (Enrolment No. !"#$#%#"&

K alfin),imi (Enrolment No. !"#$#!%*&

awmsan)zuali Chhan)te (Enrolment No. !"#$#!"!&

Supervised By

-r. Shamim A,htar

Assistant Professor

aculty of -ana)ement Studies

/cfai Uni0ersity -izoram

1urtlan) North2 Aizawl2 Pin34$+#%*2 -izoram

%#*


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ICFAI University MizoramDurtlang North, Aizawl: 796!", Mizoram

#hone : $%9&!$6'!!$(!!", Fa): $%9&!$6'!%, *mail : aizawl+iumizorame-uin ( wwwiumizorame-uin

CERTIFICATE FROM THE HEAD To whom it may concern

T his is to certify that Mr. Kiran Thapa (Enrolment No. 141310910211), Mr. Johan Lalhmangaihthanga (Enrolment No. 14131091005), M!. Lal"#ha$mi (Enrolment No.

141310910203), M!. K Lal%ing&imi (Enrolment No. 141310910425) an" M!.

La$m!ang'#ali hhangte (Enrolment No. 141310910434)! are bonafide students of Icfai

University Mioram! "ho have carried out the project titled * +t#" on #!tomer

+ati!%a-tion o% o!t/ai" Tele-om !er! in *i'a$l , underta#en as per the requirement for their Bachelor of Business Administration course curriculum$

%his is also hereby certified that! this project is an outcome of original "or# done under the

guidance of Mr$ Shamim A#htar! Assistant Professor ! Icfai University Mioram! and has not

been submitted any"here else$

I "ish them all the best$

&'ame ( )esignation * )ate+

Icfai University Mioram


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ICFAI University MizoramDurtlang North, Aizawl: 796!", Mizoram

#hone : $%9&!$6'!!$(!!", Fa): $%9&!$6'!%, *mail : aizawl+iumizorame-uin ( wwwiumizorame-uin

CERTIFICATE FROM THE

SUPERVISOR To whom it may concern

T his is to certify that Mr. Kiran Thapa (Enrolment No. 141310910211), Mr. Johan Lalhmangaihthanga (Enrolment No. 14131091005), M!. Lal"#ha$mi (Enrolment No.

141310910203), M!. K Lal%ing&imi (Enrolment No. 141310910425) an" M!.

La$m!ang'#ali hhangte (Enrolment No. 141310910434) are the bonafide students of Icfai

University Mioram! "ho have carried out the project titled * +t#" on #!tomer +ati!%a-tion o% o!t/ai" Tele-om !er! in *i'a$l , underta#en as per the requirement for

their Bachelor of Business Administration course curriculum$

Under my official guidance! they have successfully completed the above mentioned project

and I sincerely hope that this is a significant topic of study and they "ould successfully

carryout similar projects in future$

I "ish them all the best$

Shamim A#htar )ate+

Assistant Professor

Icfai University Mioram

1ECA5AT/6N


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,e do hereby declare that this project report titled * +t#" on #!tomer +ati!%a-tion o%

o!t/ai" Tele-om !er! in *i'a$l is submitted by us in partial fulfilment for the

requirement of BBA Program of Icfai University Mioram and this project report is an

outcome of original "or# done by us during the course of our Summer Project-./01 and it

has not been submitted previously by anyone to any other institution or published in any form

any"here else before$

1ate7 Place7

2iran %hapa

34nrolment 'o$ 05060/70/.008

9ohan :alhmangaihthanga

34nrolment 'o$ 05060/70//1;8

:alduha"mi

34nrolment 'o$ 05060/70/./68

2 :alfing#imi

34nrolment 'o$ 05060/70/5.18

:a"msanguali


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,e ta#e this opportunity to e=press our deep gratitude to all "ho came out of their "ay to

help us during the course of this project "or#$

>irst of all "e sincerely than# and e=press our deep gratitude to -r. Shamim A,htar!

Assistant Professor and our supervisor for his timely cooperation and guidance$ In spite of his

other engagements! he has been e=tremely #ind and understanding to our needs and guided us

throughout to successfully complete this interesting and important project$ ,e consider

ourselves to be fortunate enough to "or# under his guidance$

,e "ould also li#e to than# all the teachers at the University for e=panding our #no"ledge

base and giving us the confidence to "or# beyond the boundaries of our classrooms$ ,e

"ould also li#e to than# the non-teaching staff at the University for their %imely aculty 1r. inally! "e "ould li#e to than# our parents "ho have given us constant inspiration

throughout our life$ It "ouldnt have been possible for us to reach this stage "ithout their

unconditional love and support$

TA:E 6 C6NTENTS


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ontent! age N#mer


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5$ igure 6$5+ Dccupation igure 6$1+


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>igure 6$;+ Uninterrupted igure 6$E+ igure 6$7+ :ocal


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%he telecom industry is one of the fastest gro"ing sectors in India since more than a decade$

%he IndiaHs telecommunication net"or# is the second largest in the "orld based on the total

number of telephone users and has the "orldHs third-largest Internet user-base$ %he remote

northeastern city of Aia"l is also not an e=ception to this mega telecom revolution$ All the

major telecom companies are operating in this city and also offering their latest services$

?o"ever there has been a gro"ing sense of customer dissent being observed in recent times

"ith the poor quality of services offered by these telecom companies$ %he study reveals that

the overall satisfaction level is generally lo" among Post paid customers in Aia"l$ And

customers are generally dissatisfied "ith net"or# coverage and internet services offered by

all the major telecom companies in Aia"l$

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