Tata Do Como Satisfaction

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PREFACE

The project work entitled A STUDY ON JOB CUSTOMER

SATISFACTION OF TATA DOCOMO Job Satisfaction is the favorableness or

un-favorableness with which the employee views his work. It expresses the amount

of agreement between ones expectation of the job and the rewards that the job

provides. Job Satisfaction is a part of life satisfaction. The nature of ones

environment of job is an important part of life as Job Satisfaction influences ones

general life satisfaction.

Job Satisfaction, thus, is the result of various attitudes possessed by an employee. In

a narrow sense, these attitudes are related to the job under condition with such

specific factors such as wages. Supervisors of employment, conditions of work, social

relation on the job, prompt settlement of grievances and fair treatment by employer.

However, more comprehensive approach requires that many factors are to be

included before a complete understanding of job satisfaction can be obtained. Such

factors as employees age, health temperature, desire and level of aspiration should

be considered. Further his family relationship, Social status, recreational outlets,

activity in the organizations etc.

Contribute ultimately to job satisfaction.


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DECLARATION

I, have completed the Project on Customer

satisfactionFor the Academic Year 2010-11.

The information given in this project is true to the best of my

knowledge.


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CONTENT

Sr.No. Topic

Chapter 1 Company Profile

Chapter 2 Job satisfaction

Chapter 3 Objectives

Chapter 4 Research Methodology

Chapter 5 Observation & Findings

Chapter 7 Suggestions

Chapter 8 Bibliography

Chapter 9 Annexure


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EXECUTIVE SUMMARY

TATA DOCOMO is Tata Teleservices Limited's TTSL telecom service onthe GSM platform arising out of the Tata Group's strategic alliance with

Japanese telecom major NTT DOCOMO in November 2008. TataTeleservices has received a pan-India license to operate GSM telecomservices, under the brand TATA DOCOMO and has also been allottedspectrum in 18 telecom Circles. TTSL and has already rolled out its servicesin various circles.

India is the fastest growing major mobile market in the world.Building onleading position in the market,TTSL. Aims to capitalize on the growth

potential to significantly increase the subscriber base and market share. The

telecomm sector is increasing day by day and the competition is gettingmore and tougher. Initially Tata service was providing CDMA and aftertighup with DOCOMO they come up in GSM as TATA DOCOMO.

The project is about customer satisfaction for Tata Teleservices Limited withspecial Reference to GSM prepaid customer in Bhubaneswar. As the titlesuggest, how the customer is satisfied with the service of Tata tele servicethrough GSM prepaid mobile.

The primary objective of this research project is to find the satisfaction levelof GSM prepaid mobile user and to find out the reason why user prefer any

particular technology. The second objective was to study the features of thetechnology.

The research was carried out in survey method. The data for this researchwas collected by two methods. Primary data was collected with the help of

questionnaires and interviews. Different questionnaires were used for GSMand non existing users. Secondary data regarding company profile and GSMinformation was collected from internet. The sampling technique used wasrandom sampling. The sampling size was 200 for each GSM, non existinguser.Working for Tata tele service tough for a limited period was a pleasure forme not only because I worked for one of the largest company but also


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because I learnt a lot about Tata. I came to know about the differentbehaviors of the customers.


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INTRODUCTION

Theoretical Framework

Customer Satisfaction

The 21-century belongs to the service sector. The customer of yesteryearwas a silent person who uncomplainingly purchased the goods from themarket place. There is a new customer emerging today. Customersatisfaction can be defined as, customer satisfaction is the feeling derived bythe consumer when he compares the actual performance of the productswith the performance that he expects of it.

The measurement of the customer satisfaction typically begging when a

company realizes that their customer s are the people who provide therevenues that, hopeful, will cover expenses. Most companies start byestablishing a customer satisfaction baseline. Then they target year by yearimprovement.

Understanding customer requirement and delivering superior quality goodsand services to achieve composer satisfaction lead to the retention andgrowth of the customer.

General Idea about the satisfied customer:

Satisfaction is a personas feeling of the pleasure or disappointment. It isresulting from comparing a products perceived performance with his or herexpectations from it. Satisfaction is more of an emotional concept. Todayorganization are aiming at high satisfaction rather then at customer delight

because customers who are just satisfied still find it easy to switch overwhen a batter offers comes along. Those who are highly satisfied are muchless ready to switch over. High satisfaction or delight creates an emotional

bound with the brand and customer starts looking at an offering emotionally

and just rationally.

The aim of marketing is to meet and satisfy target customers needs andwants but knowing customer is never simple. Customer may state theirneeds and wants but act otherwise. They may not be in touch with theirdeeper motivations. They may respond to influential to change their mind atthe last minute. Some of todays most successful companies are raising


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expectation and delivering performances to match. These companies areaiming at TCS- Total customer Satisfaction.

Increasing competition (whether for-profit or nonprofit) is forcingbusinesses to pay much more attention to satisfying customers. In acompetitive marketplace where businesses compete for customers, customersatisfaction is seen as a key differentiator and increasingly has become a keyelement of business strategy.

Customer Loyalty

These four factors will greatly affect your ability to build a loyalcustomer base:

Products that are highly differentiated from those of the competition.

Higher-end products where price is not the primary buying factor.

Products with a high service component.

Multiple products for the same customer.

Loyal Customers and Loyal Workforces

Building customer loyalty will be a lot easier if you have a loyal workforce-not at all a given these days. It is especially important to retain thoseemployees who interact with customers such as sales people, technicalsupport, and customer-service people. Many companies give a lot of

attention to retaining sales people but little to support people.

The increasing trend today is to send customer-service and technical-supportcalls into queue for the next available person. This builds no personal loyaltyand probably less loyalty for the firm. Before going this route, be sure this iswhat your customers prefer.


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Instant Feedback

Recently, many organizations have implemented feedback loops that allowthem to capture feedback at the point of experience. For example, NationalExpress, one of the UK's leading travel companies invites passengers to sendtext messages whilst riding the bus. This has been shown to be useful as itallows companies to improve their customer service before the customerdefects, thus making it far more likely that the customer will return nexttime.

Listen to your customers.

Is there anything more exasperating than telling someone what you want orwhat your problem is and then discovering that that person hasnt been

paying attention and needs to have it explained again? From a customerspoint of view, I doubt it. Can the sales pitches and the product babble. Letthe customer talk and show them that you are listening by making theappropriate responses, such as suggesting how to solve the problem.


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TOOLS FOR TRACKING AND MEASURING

CUSTOMER SATISFACTION

Complain and suggestion systems:

A customer centered organization makes it easy for its customer to deliversuggestion and complaints. Many restaurants and hotels provide forms forguests to report what they liked and disliked there. Some companiesestablish hot lines whit toll-free telephone numbers. Companies are alsoadding Web pages E-mail to facilitate two way communications

Satisfaction customer survey:

Studies show that although customers are dissatisfied with one out of everyfour purchases, less than 5 percent of dis satisfied customer will complain.Most customers buy less or switch over to other suppliers. Responsivecompanies measure customer satisfaction directly by conducting periodicsurvey s. They send questionnaires or make telephone calls to a randomsample of recent customer.

Lost customers analysis:

Companies should contact customer who have stopped buying or who haveswitched over to another supplier to learn why this happened. Not only it isimportant to conduct exit interviews when customers first stop buying, but itis also necessary to monitor the customer loss rate.


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PROMOTIONAL ACTIVITIES

Promotion is fundamentally a tool to help apprise consumers of products andservices available to them. However, promotional activities today includevarious forms of advertising as well as promotional gimmicks such asdirigibles at football games, coupons, and frequent flier miles. The goal of

promotion is no longer simply product awareness, but brand awareness,product loyalty and even corporate image.

Many different promotions have come under criticism, particularly whenthey are judged to be illegal or unfair. Bait-and-switch refers to the practiceof advertising one product at a low price, but having none of that product onhand when consumers arrive to make the purchase. Conveniently, this

technique results in the seller having other, similar, more expensive productsavailable.

Putting aside the issue of promotional activities that are illegal, there remainexamples of promotions that may be unscrupulous, or perhaps merely

prejudicial. The potential for this arises when promotional activities are notdirectly associated with the product or service that is ostensibly being

promoted. As an example, Virginia Slims sponsored a women's tennistournament for many years. The sport of tennis received the financial

backing, and the cigarette was associated with a popular sport and received

considerable publicity as its name was mentioned in legitimate sportscoverage.


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SOME WELL KNOWN WAYS OF PROMOTIONAL

ACTIVITIES:-

Notes of Testimonials it gives the user a clear idea of how/what hasbeen the feedback of previous users.

Press Releases of company/product.

Mention of awards/ social activity/ donations/ welfare activities.

Personalized features like address book, message boards, newsletter,newsgroups, mailing lists, e-mail, free space, chat room, cool pages, jobvacancy, links to various channels (news, stock/gold prices, entertainment,

sports, cultural)

Links to other sites respective to their field.

Ad-banners/ link exchange

Event promotion: taking advantage of upcoming festivals, concerts,events.

Promotional activities (gifts, discounts, free offers, coupons).

Multi Lingual site. If target audience is in other countries, than a web sitein that country's language becomes a must.

Need of the study

The present study is beneficial to TATA Teleservicesas it provides anintegrated compact and comprehensive report about response towards

telecomm sector in particular and overall organization activities in general. Italso helps the organization in analyzing the perception of individualstowards communication business.


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OBJECTIVES OF THE PROJECT

The objectives of this study/project as follows:

To study customer satisfaction level regarding the product and theproduct must be known.

To study customer satisfaction level regarding the value added services.The usage of the value added services is to be know by the organization inorder to implement new innovation in future services.

To study the customer satisfaction regarding the customer care servicesand after sales service.

To study the benefits that the product was offering that the competitorswere not offering and to study if the customer were satisfied with the

benefits.


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SCOPE OF THE STUDY

The study was conducted in the city of Bhubaneswar to find out the levelof customer satisfaction of Tata users.

The scope of the study only was confined to find out customersatisfaction.

The studies proceed only on the prepaid customers of Tatacommunication.

The scope of the study covered an in-depth analysis of the satisfaction ofthe customer in the city of Bhubaneswar.

The scope of the study is to analyze the brand preferences and consumerperception.

The scope of the study is also to know, what the customer expect fromthe company and what they provide.


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PROMOTIONAL ACTIVITIES

Following Promotional Activities have been done:

Performed canopy activities and leaflet distribution for brand promotionas well as product promotion.

Hired persons (male & female both) for A+ category outlet for thepromotion of product.

Leaflet distribution through newspapers.

Introduce GPRS pack to create demand in youngsters, eg. Rs. 10/day

with 2GB downloads. Putting banners on auto rickshaw for product promotion.

Launched Bangkok trip for retailer on SIM card sales target achievement.(Target-1200 activation in two months; Bangkok trip either Rs.30, 000.)

Started lucky draw for customer for every SIM card purchased.

Created achiever club for retailers, that club will give discount onauthorized restaurants and hotels in Rajasthan. For achiever club

membership every retailer has to sale 200 Docomo SIM card every month.


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COMPANY PROFILE

TATA DOCOMO is Tata Teleservices Limited's TTSL telecom service onthe GSM platform arising out of the Tata Group's strategic alliance with

Japanese telecom major NTT DOCOMO in November 2008. TataTeleservices has received a pan-India license to operate GSM telecomservices, under the brand TATA DOCOMO and has also been allottedspectrum in 18 telecom Circles. TTSL and has already rolled out its servicesin various circles.

The launch of the TATA DOCOMO brand marks a significant milestoneIndian telecom landscape, as it stands to redefine the very face of telecomsin India. Tokyo based NTT DOCOMO is one of the worlds leading mobile

operators-in the Japanese market, the company is clearly the preferredmobile phone service provider with a 50 percent market share.

NTT DOCOMO has played a major role in the evolution of mobiletelecommunications through its development of cutting-edge technologiesand services. Over the years, technologists at DOCOMO have definedindustry benchmarks like 3G technologies, as also products and services likethe i-mode TM, mobile payment and a plethora of lifestyle-enhancingapplications. Today, while most of the rest of the industry is only beginningto talk of LTE technology and its possible applications, DOCOMO has

already started conducting LTE trials in physical geographies, not just insidelaboratories.

DOCOMO is also a global leader in the VAS (Value-Added Services) space,both in terms of services and handset designs, particularly integratingservices at the platform stage. The Tata Group-NTT DOCOMO partnershipwill see offerings such as these being introduced in the Indian market underthe TATA DOCOMO brand.

TATA DOCOMO has also set up a 'Business and Technology CooperationCommittee, comprising of senior personnel from both companies. Thecommittee is responsible for identification of the key areas where the twocompanies will work together. DOCOMO, the worlds leading mobileoperator will work closely with Tata Teleservices Limited management and

provide know- how on helping the company develop its GSM business.


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Despite being a late entrant, Tata Indicom, TTSL's CDMA brand, hasalready established its presence and is the fastest-growing pan-Indiaoperator. Incorporated in 1996, Tata Teleservices Limited is the pioneer ofthe CDMA 1x technology platform in India. Today Tata TeleservicesLimited, along with Tata Teleservices (Maharashtra) Ltd, serves over 37million customers in more than 320,000 towns and villages across thecountry offering a wide range of telephony services including MobileServices, Wireless Desktop Phones, Public Booth Telephony and Wire-lineServices.


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HISTORY

NTT Docomo holds 26% share in the jointly formed company. It has alsoemerged as the first mobile operator in India to have re-introduced persecond pulse, after Loop Mobile (formerly BPL Mobile) discontinued their'pay per second' service which was introduced in 2004.From October 2009TRAI announced that TATA tele service is India's no.1 tele service brandTata Teleservices Limited spearheads the Tata Groups presence in thetelecom sector. The Tata Group had revenues of around US $75 billion infinancial year 2008-09, and includes over 90 companies, over 3,50,000employees worldwide and more than3.5million shareholders.

Incorporated in 1996, Tata Teleservices Limited is the pioneer of the CDMA

1x technology platform in India. It has embarked on a growth path since theacquisition of Hughes Tele.com (India) Ltd [renamed Tata Teleservices(Maharashtra) Limited] by the Tata Group in 2002. It launched mobileoperations in January 2005 under the brand Tata.

Indicom and today enjoys a pan-India presence through existing operationsin all of Indias 22 telecom Circles. The company is also the market leader inthe fixed wireless telephony market with its brand Walky. The company hasrecently introduced the brand Photon to provide a variety of options forwireless mobile broadband access. The companys network has been rated asthe Least Congested in India for last five consecutive quarters by theTelecom Regulatory Authority of India through independent surveys.

Tata Teleservices Limited now also has a presence in the GSM space,through its joint venture with NTT DOCOMO of Japan, and offers

differentiated products and services under the TATA DOCOMO brandname. TATA DOCOMO arises out of the Tata Groups strategic alliancewith Japanese telecom major NTT DOCOMO in November 2008. TATADOCOMO has received a pan-India license to operate GSM telecomservicesand has also been allotted spectrum in 18 telecom Circles. Thecompany has rolled out GSM services in 14 of Indias 22 telecom Circles in


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a quick span of under six months. The company plans to launch pan-Indiaoperations by the end of FY 2009-10.

TATA DOCOMO marks a significant milestone in the Indian telecomlandscape, and has already redefined the very face of telecoms in India,

being the first to pioneer the persecond tariff option-part of its Pay forWhat You Use pricing paradigm. Tokyo based NTT DOCOMO is one ofthe worlds leading mobile operators-in the Japanese market, the company isthe clear market leader, used by over 50 per cent of the ountrys mobile

phone users.

Today, Tata Teleservices Limited, along with Tata Teleservices(Maharashtra) Limited, serves over 58 million customers in more than410,000 towns and villages across the country, with a bouquet of telephonyservices encompassing mobile services, wireless desktop phones, public

booth telephony, wire line services and enterprise solutions.

In December 2008, Tata Teleservices Limited announced a unique reverseequity swap strategic agreement between its telecom tower subsidiary,Wireless TT Info-Services Limited, and Quippo Telecom InfrastructureLimited-with the combined entity kicking off operations in early 2009 with18,000 towers, thereby becoming the largest entity in this space-and with thehighest tenancy ratios in the industry. The WTTILQuippo combine istargeting over 50,000 towers by the end of FY 2010-11.

SMS offers

AP - Pay for the First 3 Local SMS everyday and get the next 150 LocalSMS free for the day.


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KK - Pay for the First Local/ National SMS everyday and get the next100 Local/ National SMS free for the day.

TN - Pay for the First 3 Local SMS everyday and get the next 750 LocalSMS Free for day Pre-STD, ISD and National Roaming without rental.

Automatic alerts when your Balance is Low.

VISION

We will leverage our strength in executing complex global- scale projects to

make leading edge information and communication services affordable byall individual consumers and business in India. We will offer unparalleledvalue to create customer delight and enhance business productivity. We willalso generate value for our capabilities beyond Indian borders whileenabling millions of Indias knowledge workers to deliver their servicesglobally.

Market Competitors of Tata Docomo:-

Airtel

Reliance Communication

Idea

Aircel

Vodafone


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SERVICES & NETWORK AVAILABLE:

Currently, Tata Docomo mobile services available in these followingcircles:

Bihar & Jharkhand

Tamil Nadu

Orissa

Andhra Pradesh

Karnataka

Kerala

Kolkata

Maharashtra & Goa

Madhya Pradesh

Chhattisgarh

Haryana

Chennai

Eastern Uttar Pradesh

Western Uttar Pradesh

Punjab

Rajasthan ,Recently Launched

Rest of West Bengal, Recently Launched.


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MARKETING STRATEGY

Tata Docomo appears to be banking heavily on its tariff plans the companyis offering a 1 second pulse instead of the usual 1 minute pulse that other

telecom operators are offering. This means that consumers are charged on aper second basis, instead of a per minute basis, and end up saving money onunused seconds. A nifty little application How much can you really saveon Docomos website explains how this works. Rs. 0.01/second is a markedchange from the Re 1/min and Rs. 0.49/min charges that usually applies.

Now while this plan might sound unique, it isnt that it hasnt been triedbefore: back in 2004, Tata Indicom had launched 1 second pulse plans,which going by their current plans, appears to have been shelved.

Tata Indicom storms pr-paid market launches True Paid

True Paid symbolizes the only "honest and transparent" pre-paid offeringavailable In India.

True Paid is India's first T-SIM based mobile service offering optimumvalue for Money.

Tata Indicom launches 2 T-SIM-enabled and 4 non T-SIM-enabled

handsets.


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MARKETING MIX

4PS OF MARKETING MIX :

Product

Price

Place

Promotion.

PRODUCT :

TATA DOCOMO having good range of services. Tata Docomo providesboth postpaid and prepaid services. Tata Docomo having good qualitynetwork which provides clarity in voice.

PRICE:

It having attractive tariff plan: TATA DOCOMO having 1paisa /sec it isapplicable for both prepaid and postpaid.

PLACE

It having good range of channels of distribution: As Tata already exist in thisfield of telecommunications as Tata Indicom. It has wide range of channelsof distribution to sell TATA DOCOMO services.

PROMOTION:

Advertising: TATA DOCOMO following different style of advertisingpattern in TVs and newspapers. Due to that reason it was reaching publicvery fast.


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ADVERTISING MEDIA CHANNELS:

India - Tata Docomo, the youngest among telecom players in India to offerGSM, is presently banking on its services to garner visibility and a share in

the telecom pie. The launch of Tata Docomo also announced the intention ofthe brand to associate with the thought 'do'. Tata Docomo, for the first timein the country, offered pay-per-second billing; though other telecom

providers have followed suit since. The company has carried out a fewadverts that highlight the brand's unique features and some other topicaladvertising during Ganesh Chaturthi and Diwali. The latest from the GSM

provider is the 'Friendship Express' TVC. The ad opens inside train, whereeveryone is doing their own thing. A couple of the travelers don't like thesolemn mood and start humming the Docomo tune. Slowly and steadily,others pitch in and soon most of the train is singing along. The ad ends with

the super, 'Why walk alone when we can dance together'.

SWOT ANALYSIS

STRENGTH

WEAKNESS

OPPORTUNITIES

THREATS

STRENGTHS:-

First to introduce seconds tariff plan (seconds pulse)

Good brand image of Tata services

Having large variety of plans

Plans are affordable by any common person.


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TYPE :

Pulse rate 1 sec

Price pack Rs.49

Validity life long

CALL RATES:

Local rates paisa/sec

Tata Docomo 1

Tata CDMA 1

Other GSM 1

Landline/CDMA 1

STD rates

Tata Docomo 2

Tata CDMA 2

Other GSM 2

WEAKNESS:-

Signal strength.

Postpaid connections are not available as of now.

Customer services are not satisfactory.

Concentrating only on rural areas.


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OPPORTUNITIES:-

Have a great opportunity to expand its services.

To introduce any new plans for internet users.

Introduce 3G compatible services.

To introduce new combined plans like, SMS, Internet, Calling integratedoffers.

THREATES:-

If signal strength is not increased it may lead to change in the network

service by the customers.

Tata has to clarify whether this 1ps/sec will continue till its lifecycle.

Heavy competition from all other network providers.


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RESEARCH DESIGN AND

METHODLOGY

Research Description

A research design is the determination and start of the general approach andstrategy adopted for a particular study or project. The research hasundertaken a comprehensive plan of the sequence of operation for thedescriptive study to achieve the research objectives with the arrangement ofcondition for collection and analysis of data.

Methodologies

The methodologies of the study are following:

Developing the problem and research objective.

Developing the research plan for collection information.

developing sequential questionnaire togeather or collect data.

Implementing the research plan- collecting and analyzing the data.

Sampling

The term sampling means a part of population or subset from a set of unitwhich is provided by some process or other usually by deliberate selectionwith the object of provided by some process or other usually by deliberateselection whit the object of investigating the properties of the parent

population is impossible task hence sampling . The survey that is carried onusing the given sample is called as survey there are methods of sampling

used for different methods of sampling used researcher.

The concept of sampling can be explained with an examination of the teatesting when a person takes a sip of tea .He is actually testing the whole tea

by testing of a part of it. In sampling instead of examining all the time only afew are examined as representation and the conclusion are draw.


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Sampling Design:

In this research the convenience sampling is used which is essentially a nonprobability sampling. Here the researcher select the easiest members fromwhich to obtain information and persuading them to become customer of thecompany .The researcher used his judgment to select population memberwho are good prospect for the company. The respondent are surveyed as pertheir convenience those who can be the prospect for becoming customer.

Sampling Unit

This combines all those segment of the society who can be the prospects ofbecoming customer. Some of them are who come at web world to pay the

bill and for some queries etc. each of them are being targeted as per theconvenience residing in Bhubaneswar.

Sample Frame

Two different sets of Questionnaire were prepared for interviewing theprospects. The one was for the existing TATA customer and other forordinary customers who were using the competitors service.

In total 200 questionnaires were completed who can be considered to be theprospect by the researcher.

Sample Size

The sample size of the respondents was taken as 200 considering the scopeand constraints of the study.

The sample size selected for this study appears to be adequate.


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SOURCES OF DATA COLLECTION.

The research was carried out with the help of types of data namely:

Primary Data:

In it we study various steps that are generally adopted by researcher instudying a research problem along with the methodology of research a longand

The method of data was the way of survey method. This is this is the processwhere first hand information was collected. The research derives it after

completing certain activities. This process is highly time consuming and alsoexpensive. Under the survey method of collecting primary data a detailedexamination is carried out to go get the require data. This was done by

personal interview of the respondents. For that, questionnaire is preparedand the person to be interviewed is questioned on its basis. The methodadopted by me in this research was personal interview method. For this very

purpose I had prepared the questionnaire the was directed towards thecustomer of Tata docomo prepaid mobile in jodhpur city. The basic reasonto interview to know the satisfaction level of the TATA DOCOMO prepaidmobile users.

Secondary Data

The secondary data is readily complied data from statistical statementsreports etc.The data can be obtained from either published or non publishedsources www.Tata docomo.com.
http://www.tata/http://www.tata/


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LIMITATION

Geographical Constraints

Sample size was restricted to Bhubaneswar as it was difficult to approachpeople outside that because of time constraint. So sample size was limited.

Improper decision- many respondent could not have sufficient time toanswer/fill the questionnaire.

Inadequate information- some of the questions were not answered/ filledproperly or accurately.

Time limitation- I had very less days time for project it was insufficientto reach every segment and prospect.

Limitation of the study

The study was limited to Tata docomo prepaid mobile user only.

The study was limited only to know the level of satisfaction of the

prepaid Tata customer and no further action was taken to make themsatisfied if they were not satisfied.

The study was limited to only for few days so each and every aspect ofsatisfaction could not be covered.

The management did not disclose the confidential data.


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PRESENTATION, ANALYSIS AND

INTERPRETATION OF DATA.


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FINDINGS

It is found that TATA Teleservices is the first company to launch prepaid1 pec. p/sec. services in the country.

The call rates are found to be at par with the other competitors.

The availability of the recharge voucher was found good. But some timeit is not available.

Most of the respondents found the customer care service is notsatisfactory.

Nearly all the respondents told that Quick Problem Solving is desirablequality in the customer care Executives.

The queries and problem of the customer were solved but notimmediately, there is a scope for improvement.

More stress was given on customer acquisition then satisfying theExisting customers.

While conducting a survey it was found that still many people are notaware of the term GSM and CDMA even they basic difference betweenthem.

The voise clarity of GSM is batter than CDMA. When CDMA phones arenear any digital or magnetic instrument the poor crack due to interferenceand also cross connection problems are faced by some of the users.

GSM users are satisfied with good coverage strength anywhere.

Many people who are interested in internet connectivity and data transferservices get attracted to GSM . As internet connectivity and data transfer ischeaper with GSM.

It is found that international roaming facility is not so good as is shouldbe.


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Supplementary facilities like call wait call forward, call hold, call divert,call conference is satisfied the users.

It is found that overall performance of GSM technology is good.


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SUGGESTION

The availability of recharge voucher should be made available whenrequired by the customers. As this give the good impression about thecompany.

The network coverage is another asset for the companys image, whichneeds to be preserved in future.

The overall image of the customer care services was found to be good butwith some loopholes related to delays in problem solving.

The company should be more prompt in handling the queries and

problem of the customer, which is vary essential for the prepaid card so as toretain the customers with the company in future.

The customer care executives should be more efficient in handling thecustomer and also more friendly and polite their conversation ,while dealingwith the customer.

After sales service is required to be maintained properly, which is not upto the mark.

Call rates is affordable so it should be maintained at this level.

Many people are using mobile, but majority of them are not aware of thetechnology they are using . many tine it happens that a person doesnt knowwhich technology satisfied his need. Hence awareness should be createdamong them regarding advantages and differences in the technology.

Supplementary facilities like call wait, call forward, call hold, call divert,call conference should be made more effective to attract customers.

SUGGESTION AND RECAMANDATION


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In the organization most of employees are satisfied with all the facilities provided by

company. But there are some employees also who are not satisfied with the company.

Management should try to convert unsatisfied employees in to satisfied employees.

Because if employee is not satisfied than the he is not able to give his 100% to his work

and the productivity of employee decrease. So management should try to satisfied his

employees because employees are the assets of the company not a liabilities.

CONCLUSION


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After analyzing and interpretation of the various graphs and findings I havearrived at the conclusion that the overall satisfaction level of GSM prepaidcustomer is good. In some reference and in other they are not satisfied. AsTATA communication is a brand name in itself so customer feel good forthat and also expects a lot from that. And when their expectations dontmatch with company service, whatever they provide, they becomedissatisfied.

For long run process brand image and price plays a vary important role insuccess and elements of brand equity are:

The awareness it enjoy, the advertising viewer ship it has the image orperceived quality in the mind of customer, advertising association andsymbol. Successful development of brand equity that drives the mark

position, persisting over long period of time and is capable of resistingcompetitors.

The new competition is not between what companies produce in theirfactories, but between what value they add to their products in the form ofmaximum customer satisfaction, after sales service etc.

I wish that company would achieve its goal with all their effort.

LIMITATIONS OF THE STUDY

Limitation are as follows-


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Data collected is based on questionnaire.

The number of employees in BHEL,IP JAGDISHPUR is more, so sample size is

limited by 100.

The information collected by the observation method is very limited.

The result would be varying according to the individuals as well as time.

Some respondents hesitated to give the actual situation; they feared that management

would take any action against them

The findings and conclusions are based on knowledge and experience of the

respondents sometime may subject to bias.

BIBLIOGRAPHY

BOOKS:


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Ashwathapa K., Human Resource Management (third edition), Tata Mc Graw Hill

Publication Company Ltd.

Chhabra. , T. N. Human Resource Management, Dhanpat Rai $Co(P)Ltd. India, ninth

edition.

Kothari C.R., Research Methodology, New Delhi; New Age International

Publication, second edition.

Web-Site:-

www.tatadocomo.com

www.google.com

ANNEXURE

Questionnaire
http://www.tatadocomo.com/http://www.google.com/http://www.tatadocomo.com/http://www.google.com/


38/41

Personal details:-

Name:-

Address:-

Occupation:-

Gender: - Male ( ) Female ( )

Q1) Are you using mobile?

a) Yes b) No

Q2) Does it really matter whether you go for GSM or CDMA?

a) Yes b) No

Q3) How would you rate the voice quality of your GSM mobile connection?

a) Excellent b) Good

c) Average d) Bad

e) WorstQ4) How would you rate network coverage strength on GSM mobile connection?


c) Average d)Bad

e) Worst

Q5) How would you rate supplementary facilities like call wait, call hold, call forward,all divert, call conference on GSM mobile connection?

a) Excellent b)Good


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c) Average d)Bad

e) Worst

Q6) How would you rate international roaming facility on GSM mobile connection?

a) Excellent b)Good

c) Average d) Bad

e) Worst

Q7) How would you rate internet connectivity and data transfer service on GSM?


c) Average d) Bad

e) Worst

Q8) How would you rate security and confidentiality regarding call theft on GSMmobile connection?


c) Average d) Bad

e) Worst

Q9) How would you rate dual personal and business number facility on GSM mobileconnection?


c) Average d) Bad

e) Worst

Q10) How would you rate the price of your GSM handsets compared to CDMA?

a) Expensive b) same as CDMA handsets


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c) Cheaper

Q11) How would you rate tariff rate of your Tata Docomo prepaid connection?


c) Average d) Bad

e) Worst

Q12) How would you rate STD tariff plans of Tata Docomo communication?


c) Average d) Bad

e) Worst

Q13) How would you rate the customer care service of Tata Docomo mobileconnection?


c) Average d) Bad

e) Worst

Q14 How would you rate the overall performance of GSM technology based on yourexperience with it?


c) Average d) Bad

e) Worst

Q15) According to you what is the biggest strength of GSM mobile?Voice clarity

cheaper internet facilities with less expensive handsets?


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Cheaper handsets with more features.

Less chances of handset theft.

Q16) According to you what is the biggest weakness of GSM mobile?

Less flexibility of changing service provider.

International roaming very limited?

Q17) Based on your experience with GSM technology are you likely to recommend GSMtechnology to your friends and relatives who may be planning to purchase a new mobile?

a) Yes

b) b) No

c) c) cant say

Q18) Do you think GSM will dominant in the future?

.Q19) Is Tata Docomo prepaid voucher easily available at retailer outlet?

r.

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