A STUDY ON CONSUMER SATISFACTION OF MOBILE NETWORK

SERVICES WITH REFERENCE TO THE COIMBATORE CITY

Dissertation submitted to the Thavathiru Santhalinga Adigalar Arts, Science &

Tamil College

in partial fulfilment for the award of the degree of

BACHELOR OF COMMERCE WITH PROFESSIONAL

ACCOUNTING

SUBAKARAN E

(REG NO: 212AK1515)

Under the guidance of

Dr.S. SENTHIL VADIVEL, M.Com., M.Phil., B.Ed., Ph.D

Head of

DEPARTMENT OF COMMERCE WITH PROFESSIONAL ACCOUNTING

THAVATHIRU SANTHALINGA ADIGALAR ARTS, SCIENCE AND TAMIL

COLLEGE PERUR, COIMBATORE – 641010, TAMIL NADU

INDIA

Affiliated to Bharathiar University Accredited by NAAC

Website: www.tsatamilcas.edu.in Email: [email protected]

CERTIFICATE
CERTIFICATE

This is to certify is bonafied records of the work done by SUBAKARAN E

registration number 212AK1515 of B.COM (PA) degree Semester -VI. Under the
guidance of Dr.S.SENTHIL VADIVEL, M.Com., M.Phil., B.Ed., Ph.D Head of
department of commerce with professional accounting in practical fulfilment of the
requirement for the awards of degree of bachelor of commerce with professional
accounting degree of BHARATHIAR UNIVERSITY.

Head of the Department Project Guide

Submitted for Bharathiar University vivo-voice examination held on__________

Internal Examiner External Examiner

DECLARATION
DECLARATION

I hereby declare that this project report entitled “A STUDY ON CONSUMER

SATISFACTION OF MOBILE NETWORK SERVICES WITH REFERENCE
TO THE COIMBATORE CITY”, submitted in partial fulfilment of the degree of
bachelor of commerce with professional accounting is an original record of work done
by me during my period of study (2023-2024) under the guidance of
DR.S.SENTHIL VADIVEL, M.Com., M.Phil., B.ED., PH.D Head of Department
of Commerce With professional accounting, Thavathiru Santhalinga Adigalar
Arts, and Science &Tamil College, Perur, Coimbatore - 641010.

Place: Coimbatore Signature of the Candidate

Date:
ACKNOWLEDGEMENT
ACKNOWLEDGEMENT

First and foremost, I praise and thank god almighty that have been promising source
of strength, courage and enlightenment for me to complete my project work.

I express my sincere thanks to our PRESIDENT DR.MARUDHASALA

ADIGALAR, THAVATHIRU SANDHALINGA ADIGALAR ARTS & SCIENCE
TAMIL COLLEGE, PERUR, COIMATORE-10.

I express my sincere thanks to our PRINCIPAL DR.S. SETHURAJAN M.Com.,

M.Ed., M.Phil., PGDCA., PGDBA., Ph.D., THAVATHIRU SANDHALINGA
ADIGALAR ARTS & SCIENCE TAMIL COLLEGE, PERUR, COIMATORE-10.

I wish to express my sincere thanks and gratefulness to our Dr. S. SENTHIL

VADIVEL M.COM.,B.Ed., M.Phil., Ph.D. HEAD THE DEAPRTMENT OF
COMMERCE WITH PROFESSIONAL ACCOUNTING encouragement in
completing my project work.

I own my deep sense of gratitude and heartiest thanks to DEPARTMENT OF

COMMERCE WITH PROFESSIONAL ACCOUNTING AND ALSO MY
RESEARCH ADVISES DR.S.SENTHIL VADIVEL, M.Com., M.Phil., B.ED.,
PH.D for her constructive review, positive guidance and valuable suggestions in
bringing up my successful project work.

And I also extend my gratitude to our department faculties for guiding us throughout
this journey to completing my project work.

Finally, I convey my hearty thanks to my parent ESAKKIMUTHU A,

SARASWATHI E AND MY FRIENDS who helped me at every stage to complete
this project work successfully and in time.
TABLE OF CONTENT
TABLE OF CONTENTS

CHAPTER PARTICULARS PAGE NO.

I INTRODUCTION 1

II REVIEW OF 5
LITERATURE

III COMPANY PROFILE 10

IV DATA ANALYSIS 25
AND
INTERPRETATIONS

V FINDINGS, 58
SUGGESTIONS AND
CONCLUSION

BIBLIOGRAPHY 61

APPENDIX 64
LIST OF CONTENTS
LIST OF TABLES

TABLE NO. TITLE PAGE NO.

1 AGE OF THE 26
RESPONDENTS
2 GENDER OF THE 28
RESPONDENTS
3 MARITAL STATUS 30

4 OCCUPATIONAL 32
STATUS OF THE
RESPONDENTS
5 MONTHLY INCOME 34

6 KNOW ABOUT MOBILE 36

CONNECTION
7 USING BRAND 38

8 NETWORK 40
CONNECTION
9 YEARS OF USING 42
MOBILES
10 PURPOSE OF USAGE 44

11 INCOMING CALLS 46

12 OUGOING CALLS 48

13 MODE OF PAYMENT 50

14 CHANGE THE MOBILE 52

SERVICE
15 OPINION MOBILE 54
SERVICE
16 FACILITY IN MOBILE 56
CONNECTION
INTRODUCTION
1
CHAPTER - I

INTRODUCTION

Mobile, wireless or cellular phone - a portable, handheld communications device

connected to a wireless network that allows users to make voice calls, send text
messages and run applications. India is the fastest growing mobile phone market in the
world. The booming telecom industry has been attracting large Amount of investments
in the country.

A mobile service provider (MSP) is a company that offers transmission services

to users of wireless devices (smart phones and tablet PCs) through radio frequency (RF)
signals rather than through end-to-end wire communication. The Indian telecom market
is regulated by Telecommunication Regulatory Authority of India (TRAI) which acts as
an independent regulator was set up in 1997 by the Indian Government.

The mobile service first operator in India is the state-owned incumbent BSNL.
Subsequently, after the Telecommunication policies were revised to allow private
operators, companies such as Vodafone Idea, Bharti Airtel, Jio have entered the space
in India. Mobile service providers have their own plans, policies, packages and
corresponding rates. Although they are offered by various companies, they have only
one common purpose. And that is to provide people with telecommunication services
so that they could maintain good conversations either for personal purposes or for
business reasons.

It is consumers' task to think about as to which company can provide him the
best service. Consumers demand a mobile phone service provider who offers the widest
selection of features and excellent customer service and avoids hidden charges.

Mobile communication is one such achievement of the later 20th century, which
has truly revolutionized the way human being communicates convexity without
restricting mobility. The system in process of bringing about big changes in the scenario
by transforming the world in to a global village in the tune sense.

2
OBJECTIVE OF THE STUDY:

• To study the customer awareness about the mobile services.

• To find out the level of customers satisfaction of mobile phones.
• To study the most preferred brand of mobile phones.
• To find out the problem faced by the customers.
• To offer suggestions for the problems faced by the customers.
• To suggest steps to rectify the defect if any.

SCOPE OF STUDY:

The main aim of the study is to establish a platform to examine the customer
preferences for the selected mobile networks. The study also extends to understand the
factors influencing to use the particular mobile network service.

LIMITATIONS OF STUDY:

• Only 100 respondents were interviewed due to lack of time.

• Conclusions were made based on the opinions given by the respondents only.

STUDY METHODOLOGY:

• The area of the study refers to the Coimbatore city.

• The study based on secondary data.

DATA COLLECTION:

Primary Data:

The researcher has collected the primary data through the questionnaire. The
questionnaire was distributed directly by the researcher himself to the sample,
respondent.
3
Secondary Data:

It is the data which is already collected by someone else. Researcher has to

analyses the data and interprets the result. It has always been important for the
completion of any report. It provides reliable, suitable, adequate and specific
knowledge.

TOOLS USED IN ANALYSIS:

Percentage analysis method is the tool used by the researcher for the analysis and
interpretation.

CHAPTER SCHEME:

CHAPTER - I: INTRODUCTION

CHAPTER - II: REVIEW OF LITERATURE

CHAPTER - III: COMPANY PROFILE

CHAPTER - IV: DATA ANALYSIS AND INTERPRETATION

CHAPTER - V: FINDINGS, SUGGESTIONS AND CONCLUSION

4
REVIEW OF LITERATURE

5
CHAPTER – II

REVIEW OF LITERATURE

This chapter makes a brief review of the literature relevant to the study these are
only very limited studies which studies which are delivery relevant to the study
concerned. Research has made an attempt to present a brief review of the literature
available which consists of articles and thesis in the related areas.

Alex Evans from UK may (2009) I have just brought my HTC desire on mobile
and so far 1 have not lost signal once. When switching my number across the customer
services was very helpful and got the job done quickly and without any problems.

Piperwann from UK may (2009)2 the mobile never listen to disabled people
money. And because a disabled like me is behind payment the mobile has cut off. I have
a disabled wife who tries to call me and the evil the mobile has cut off my incoming
calls I told them customers and that is my opinion.

Ravi from Kolkata June (2010) founder of e-business strategies provides a new
perspective in his article 'mobile business-what's new, what's next. He outlines how a
new set of technologies and plant forms are enabling now and exciting applications for
marketers.

Mr. Arup jays ram June (2010)4 in his study high stakes studies the
competition among different services provides to gain subscribes and how situation has
changed dramatically to win over the subscriber.

MR. Asimraina June (2010)5 in his study "private sector red tapism" revels the
red tapism in the private sector of the cellular industry.

MR. Vivck July (2010)6 in the article "it is raining in describes how the
customers is the biggest V\inner in the mobile phone price war.

6
Samuvel July (2010)7 in his study focused to study the different considered by
customers in selection of the handsets. The practices and preferences for use of mobile
phone by customer and the opinion of customers on various services provided by the
mobile industry. He found that the respondent consider size, quality, price instruments
servicing an important tariffs and attending complaints.

Sreenivasan August (2010)8 in his study focused to prepare fast diagram and
functional net worth analysis statement and to reduce overall cost to the extent possible.
Without affecting the functional performance as to improve the performance of a same
cost.

SwamiNathan august (2011)9 has given an account of quantities development

in telecommunications but qualitative choice of technology is yet to be improved for
the development of rural communication.

Dankest august (2011)10 is interested in locative the potential buyers of

telephone but in reality telephone has become a tool of distraction rather than a tool for
concentration.

Malarvizhi September (2011) in her study focused to analysis the customers

ideas opinion and performance for telecommunications services rendered through
STI/PT operates. The study also aimed to find out consumers satisfaction for such
services.

Ravi Shankar September (2012)12in his book services marketing the India
perspective discusses the telecom services marketing. It is not enough to only develop
innovative services marketing. It is not enough to only develop innovative services. It
is equally important to develop effective marketing plans for them. If proper strategies
are not developed then success can't to be achieved.

S.M. Jha in his book September (2012) marketing" lefts that the key dimension
to services quality in the communication industry in reliability and understanding the
consumers, these two variables are the keys to success in developing a marketing
strategy for services in meeting customers' expectations.

7
MR. WA seems from UK October (2012) watch out people they have all sorts
of hidden charges administration fee when the mobile rep can't answer your question
they will simply tell you to. They took extra money out of my account without refuse it
took them 14 days to gets refund also had an issue 2 times third occasion it has magically
has liquid damage. Do not buy the mobile.

MR. James October (2012) I had been with T-Mobile for over 10 years on
various contracts with several phones and had no problems. However when my contract
expired this year that offered to increase my price along with than attractive incentive
of either keeping my old phone or "upgrading to an end of line phone" that was as
outdate as the one I already had.

REFERENCES

1. Alex Evans from UK may (2009)1 I have just brought my HTC desire on
mobile and so far I have not lost signal once.
2. Piperwann from UK may (2009)2 the mobile never listen to disabled people
money.
3. Ravi kalakota June (2010)3 founder of e-business strategies provides a new
perspective in his article 'mobile business-what's new, what's next.
4. Mr. Arup jays ram June (2010)4 in his study high stakes studies the
competition among different services.
5. MR. Asimraina June (2010)5 in his study "private sector red tapsim"
6. MR. Vivek July (2010)6 in the article "it is raining in describes how the
customers is the biggest winner in the mobile phone price
7. Samuvel July (2010)' in his study focused to study the different considered by
customers in selection of the handsets.
8. Sreenivasan August (2010)8 in his study focused to prepare fast diagram and
functional net worth analysis statement and to reduce overall cost to the extent
possible.

8
9. SwamiNathan august (2011)9 has given an account of quantities development
in telecommunications.
10. Dankest august (2011)'o is interested in locative the potential buyers of
telephone but in reality telephone.

9
COMPANY PROFILE

10
CHAPTER – III

COMPANY PROFILE

AIRTEL

COMPANY NAME BHARATI AIRTEL LIMITED

COMPANY TYPE PUBLIC COMPANY

INDUSTRY TELECOMMUNICATION

FOUNDED NEW DELHI

FOUNDER SUNIL BHARTI MITTAL

HEADQUARTER NEW DELHI

SOUTH ASIA, AFRICA AND THE

AREA SERVED CHENNEL ISLANDS

AIRTEL AFRICA
AIRTEL DIGITAL TV
SUBSIDIARIES AIRTEL SRI LANKA
AIRTEL BANGLADESH

11
BHARATHI AIRTEL LIMETED is a leading global telecommunications
company with operations in 16 countries across Asia and Africa. It is headquartered in
New Delhi, India. The company ranks amongst the top three mobile service providers
globally in terms of subscribers. In India, the company's product offerings include 2G,
3G, 4G and 5G wireless services, mobile commerce, fixed line services, high speed
home broadband, DTH, enterprise services including national & international long-
distance services to carriers. In the rest of the geographies, it offers 2G, 3G, 4G and 5G
wireless services and mobile commerce.

VISION OF BHARATHI AIRTEL LIMITED

• Hunger to win customers for life

MISSION OF BHARATHI AIRTEL LIMITED

• Our mission is to enrich the lives of our customers. Our obsession is to win
customers for life through an exceptional experience

AIRTEL PRODUCT AND SERVICES

• Fixed line telephone

• Mobile telephony
• Broadband
• Satellite television
• Payments bank
• Digital television
• Internet television
• IPTV

12
SWOT ANALYSIS

STRENGTHS
• Biggest mobile service provider
• Good infrastructure
• Good brand name
• Good network and relivable
• Financial position
WEAKNESSES
• Price sensitive customers
• Oligopoly market
• Heavy debt
• Dependence on third party vendors

OPPORTUNITIES

• 5G
• Board band market exploding
• Increasing smartphone penetration
• Airtel black
• Postpaid under Penetration

13
THREATS

• Poor customer services

• Heavy tax and charges
• Mobile number probability

JIO:

COMPANY NAME RELIANCE JIO INFOCOMM

LIMITED
COMPANY TYPE SUBSIDIARY COMPANY

INDUSTRY TELECOMMUNICATION

FOUNDER MUKESH AMBANI

HEADQUARTER NAVI MUMBAI, MAHARASHTRA

AREA SERVED INDIA

RELIANCE JIO INFOCOMM LIMITED, doing business as Jio, is an Indian

telecommunications company and a subsidiary of Jio Platforms, headquartered in Navi
Mumbai, Maharashtra, India. It operates a national LTE network with coverage across
all 22 telecom circles. Jio consists of powerful broadband networks, useful applications,
14
best-in-class services and smart devices distributed to every doorstep in India. Jio’s
media offerings include the most comprehensive libraries and programs of recorded and
live music, sports, live and catch up television, movies and events. Jio is about creating
connected intelligence for 6 billion global minds to unleash the power of a young nation.
The three-pronged focus on broadband networks, affordable smartphones and the
availability of rich content and applications. Today, Jio is capable of offering a unique
combination of telecom, high speed data, digital commerce, media and payment
services.

Reliance jio was originally called IBSL – in June 2010 after the broadband
wireless auction (BWA), Reliance industries bought, it was the only company to have
won broadband spectrum in all 22 zones across the country. The actual launch date of
reliance jio December 27, 2015 it could only reach the beta stage by the time. The
service was made available to jio employees and their family members for testing
purposes.

Young employees - jio boasts almost 60,000 young employees, working towards
building the best data service network in India. The average age of jio employees is 30.
LTE enables smartphones-jio had earlier partnered with intex to make 4G enabled
smartphones but later launched it’s own LYF series of smartphones with VOLTE
support. Looking forward to partner with digital entrepreneurs since it has already built
a huge platform.

VISION OF RELIANCE JIO INFOCOMM LIMITED

• To be our Client’s ‘first call’ and preferred collaboration partner within our
business areas
• To consistently exceed our client’s expectation for professional and value
adding advice
• Our objective is long-standing and trustful client relationships created via
excellent advice and service.

15
MISSION OF RELIANCE JIO INFOCOMM LIMITED

• To provide the best and most value- adding advice within investor relations,
financial communications media relations crisis communications issues
management and CSR reporting.

JIO PRODUCTS, SERVICES AND BRANDED DEVICES

• Mobile broadband
• JioFiber
• JioBusiness

• JioAirFiber

• Jio SpaceFiber

• LYF smartphones

• Jio Phone

• JioPhone Next

• Jio Bharat

• JioFi

• JioDive

• JioTag

• Jionet Wi-Fi

16
SWOT ANANLYSIS OF RELIANCE JIO INFOCOMM LIMITED

STRENGTHS

• Huge customer base

• Brand management
• Attractive offers
• Reliance industries parent company

WEAKNESSES

• Late entry into telecom market

• Free offers
• Poor data connection

OPPORTUNITIES:

• Future driven technology

• Competitive pricing strategies
• Expansion to other countries

17
THREATS

• Risk of loss of customers

• Criticism and negative image
• Poor code of ethics

VODAFONE IDEA:

COMPANY NAME VODAFONE IDEA LIMITED

COMPANY TYPE PUBLIC

INDUSTRY TELECOMMUNICATION
ERNEST HARRISON
FOUNDER GERRY WHENT

HEADQUARTERS NEWBURY, BERKSHIRE,

ENGLAND, UK
AREA SERVED WORLDWIDE

18
VODAFONE IDEA Vi or Vodafone Idea Limited is an Indian telecom
operator with its headquarters based in Mumbai and Gandhinagar. It is a pan-India
integrated GSM operator offering 2G, 3G, 4G, 4G,5G VoLTE, and VoWiFi service.

Vodafone group is a British multinational telecommunications company

headquartered of radio electronics plc-UK’s largest marker of military radio technology.
It is the world’s 3rd largest mobile telecommunications company measured by both
subscribers and revenues.it is a globally operating company since Vodafone owns and
operates networks in 21 countries and has partner networks in over 40 additional
countries. They have 92,812 employees worldwide. In India vodafone was launched
officially on 21st September 2007, Vodafone acquires a 67% stake in hutchison essar for
$10.7 billion. Then on hutch was rebranded as Vodafone. On 31 August 2018, Vodafone
India merged with Idea Cellular, to form a new entity named Vodafone Idea Limited.

VISSION OF VODAFONE IDEA LIMITED

• Our vision is to lead the industry in responding to public concerns regarding
mobile phones, masts and health by demonstrating leading edge practices and
encouraging others to follow.

MISSION OF VODAFONE IDEA LIMITED

• We will be the communications leaders in an increasingly connected world.

VODAFONE PRODUCT AND SERVICES

• Mobile telephony
• Wireless broadband
• Internet services

19
SWOT ANALYSIS OF VODAFONE IDEA LIMITED

STRENGTHS:
• Profitable revenue generated
• Increased subscriber base
• Differentiator strategy is fueling growth
• Premium cost

WEAKNESSES:
• Poor network convergence
• Losing customers
• Decrease of brand valuation
• Impact of brexit

OPPORTUNITIES:
• 4G capabilities
• Improvement of network coverage
• Digital “gigabyte society”
• Emerging markets

20
THREATS:
• Strong competition
• Low margins
• Mobile number portability
• BT and EE monopoly

BHARAT SANCHAR NIGAM LIMITED (BSNL)

COMPANY NAME BHARAT SANCHAR NIGAM LIMITED

COMPANY TYPE GOVERNMENT ENTERPRISES

INDUSTRY TELECOMMUNICATION

HEADQUARTERS NEW DELHI

AREA SERVED INDIA

21
Bharat Sanchar Nigam Limited is an Indian government enterprise and its
history can be traced back to British India. The foundation of the telecommunications
network in India was laid by the British sometime during the 19th century. During the
British era, the first telegraph line was established between Calcutta and Diamond
Harbor in 1850.
The British East India Company started using the telegraph in 1851 and until
1854 telegraph lines were laid across the country. In 1854, the telegraph service was
opened to the public and the first telegram was sent from Mumbai to Pune. In 1885,
the Indian Telegraph Act was passed by the British Imperial Legislative Council. After
the bifurcation of the Post and Telegraph department in the 1980s, the creation
of Department of Telecom eventually led to the emergence of the government owned
telegraph and telephone enterprise which led to the foundation of BSNL.
For 160 years, BSNL had operated the public telegram service. In 2010 the telex
network between its 182 offices was replaced with the "Web Based Telegram Messaging
System" which relied on internet connections rather than telex lines (which are more
reliable where power outages are more common). This led to a decline in service, and
the company applied the title "diminished service" to telegrams in 2010. Finally on 15
July 2013 the public telegram service was shut down completely.

VISION OF BSNL

• To become the largest telecom service provider in Asia

MISSION OF BSNL

• To provide world class state-of-art technology telecom services to its customers

on demand at competitive price
• To provide world class telecom infrastructure in its area of operation and to
contribute to the growth of countries economy.

22
PRODUCT AND SERVICES OF BSNL

Telephone and Mobile

• BSNL MOBILE
• BSNL LANDLINE

Internet

• BSNL BOARDBAND
• BSNL BHARAT FIBER
• BHARAT NET
• BSNL 4G
• BSNL5G

IP Services

• BSNL WING SERVICES

SWOT ANALYSIS OF BSNL

STRENGTHS

• Total telecom service provider

• Huge resources
• Huge customer baes
• Transparency in billing

23
WEAKNESSES

• Non optimization of network capability

• Poor marketing strategy
• Poor franchisee network
• Lack of strategic alliences

OPPORTUNITIES

• Tremendous market growing at 20lac customers per month

• Untapped broadband services
• Untouched international market
• Leveraging the brand image to sources funds

THREATS

• Competition from private operators

• Decreasing per line revenues due to competitive pricing

24
DATA ANALYSIS AND INTERPRETATION

25
CHAPTER – IV

DATA ANALYSIS AND INTERPRETATION

TABLE – 4.1

AGE OF THE RESPONDENTS

S.no Age No. of Percentage

Respondents
1 Below 25years 50 71.43
2 26 – 30 years 15 21.43
3 31- 35 years 4 5.71
4 36 above 1 1.43
TOTAL 70 100

SOURCE: Primary Data

INTERPRETATION

It is inferred from the above table, that 71.43% of the respondents belongs to
below 25 years of age, 21.43% of the respondents are 26 – 30 years, 5.71% of
respondents 31- 35 years, 1.43% of the respondents are 36 above.

Majority 71.43% of the respondents belonging to the age group of below 25

years of age.

26
EXHIBIT 4.1

AGE OF THE RESPONDENTS

AGE OF THE RESPONDENTS

60

50

40

30

20

10

0
Below 25years 26 – 30 years 31- 35 years 36 above

27
TABLE 4.2

GENDER OF THE RESPONDENTS

S.no Age No. of Percentage

Respondents
1 Male 32 45.71
2 Female 38 54.29
TOTAL 70 100

SOURCE: Primary Data

INTERPRETATION

It is inferred from the above table, 45.71% of the respondents belongs to the
category of male and 54.29% of the respondents are female.

Majority 54.29% of the respondents are female.

28
EXHIBIT – 4.2

GENDER OF THE RESPONDENTS

GENDER OF THE RESPONDENTS

Female

Male

28 30 32 34 36 38 40

29
TABLE-4.3

MARITAL STATUS

S.no Marital status No. of Percentage

Respondents
1 Married 16 22.86
2 Unmarried 54 77.14
TOTAL 70 100

SOURCE: Primary Data

INTERPRETATION

It is inferred from the above table that, 22.86% of the respondent are married and
77.14% of the respondents are unmarried.

Majority 77.14% of the respondents are unmarried.

30
EXHIBIT-4.3

MARITAL STATUS

MARITAL STATUS

Married Unmarried

31
TABLE - 4.4

OCCUPATIONAL STATUS OF THE RESPONDENTS

S.no Occupational status No. of Percentage

respondents
1 Business 11 15.71
2 Employee 20 28.57

3 Professional 15 21.43

4 Others 24 34.29
Total 70 100

SOURCE: Primary Data

INTERPRETATION

It is inferred from the above table, that 34.29% of the respondents are others,
21.43% of the respondents are professionals, 28.57% of the respondents are employee,
15.71% of the respondents are business.

Majority 34.29% of the respondents are other occupational.

32
EXHIBIT – 4.4

OCCUPATIONAL STATUS OF THE RESPONDENTS

OCCUPATIONAL STATUS

25

20

15

10

0
Business Employee Professional Others

33
TABLE -4.5

MONTHLY INCOME

S.no Monthly income No. of Percentage

respondents
1 Below 5000 22 30.43

2 5000 – 10000 20 28.99

3 10000 – 15000 18 26.09

4 Above 15000 10 14.49

Total 70 100

SOURCE: Primary Data

INTERPRETATION

It is inferred from the above table, 30.43% of the respondents are below 5000,
28.99% of the respondents are 5000 – 10000, 26.09% of the respondents are 10000 –
15000,14.49% of the respondents are above 15000.

Majority 30.49% of the respondents are 5000 – 10000.

34
EXHIBIT – 4.5

MONTHLY INCOME

MONTHLY INCOME

Above 15000

10000 – 15000

5000 – 10000

Below 5000

0 5 10 15 20 25

35
TABLE -4.6

KNOW ABOUT MOBILE CONNECTION

S.no Know about mobile No. of Percentage

connection Respondents
1 Add 14 20.00
2 Friends 41 58.57

3 Relatives 10 14.29

4 Agent 5 7.14
Total 70 100

SOURCE: Primary Data

INTERPRETATION

It is inferred from the above table, 20.00% of the respondents are know about
add,58.57% of the respondents are know about friends,14.29% of the respondents are
know about relative,7.14% of the respondents are know about agent.

Majority 58.57% of the respondents are know about friends.

36
EXHIBIT -4.6

KNOW ABOUT MOBILE CONNECTION

Know about mobile connection

45
40
35
30
25
20
15
10
5
0
Add Friends Relatives Agent

37
TABLE – 4.7

USING BRAND

S.no Using brand No. of Percentage

respondents
1 Samsung 35 49.28

2 Sony 22 31.88

3 LG 11 15.94

4 Nokia 2 2.90
Total 70 100

SOURCE: Primary Data

INTERPRETATION

It is inferred from the above table, 49.28% of the respondents are using Samsung,
31.88% of the respondents are using Sony, 15.94% of the respondents are using LG,
2.90% of the respondents are using Nokia.

Majority 49.28% of the respondents are using Samsung.

38
EXHIBIT – 4.7

USING BRAND

USING BRANDS

Samsung Sony LG Nokia

39
TABLE – 4.8

NETWORK CONNECTION

S.no Networks No. of Percentage

Respondents
1 Airtel 32 45.71
2 Vi 11 15.71
3 Jio 16 22.86
4 BSNL 11 15.71
Total 70 100

SOURCE: Primary Data

INTERPRETATION

It is inferred above the table, 45.71% of respondents are Airtel , 5.71% of

respondents are Vi , 22.86% of respondents are Jio , 15.71% of respondents are BSNL.

Majority 41.58% of respondents are Airtel.

40
EXHIBIT 4.8

NETWORK CONNECTION

NETWORK CONNECTION

16%

Airtel
46% Vi

23% Jio
BSNL

15%

41
TABLE 4.9

YEARS OF USING MOBILES

S.no Networks No. of Percentage

Respondents
1 1 – 5 years 37 53.62
2 6 – 10 years 27 39.13
3 Above 10 years 5 7.25
4 No answer 1 -
Total 70 100

SOURCE: Primary Data

INTERPRETATION

It is inferred above the table, 53.62% of respondents are 1-5 years, 39.13% of
respondents are 6-10 years and 7.25% of respondents are above 10 years.

Majority (53.62%) of respondents are 1-5 years.

42
EXHIBIT 4.9

YEARS OF USING MOBILES

YEAR OF USING MOBILE

No answer

Above 10 years

6 – 10 years

1 – 5 years

0 5 10 15 20 25 30 35 40

43
TABLE – 4.10

PURPOSE OF USAGE

S.no Purpose No. of Percentage

Respondents
1 Personal Use 33 47.83
2 Business 24 34.78
3 Others 12 17.39
4 No answer 1 -
Total 70 100

SOURCE: Primary Data

INTERPRETATION:

It is inferred from the above table, 47.83% of the respondents are using personal
use, 34.78% of the respondents are using business use, 17.39% of the respondents are
using other purpose.

Majority 47.83% of the respondents are using personal use.

44
EXHIBIT – 4.10

PURPOSE OF USAGE

PURPOSE OF USAGE

35

30

25

20

15

10

0
Personal Use Business Others No answer

45
TABLE – 4.11

OUTGOING CALLS

S.no Outgoing calls per No. of Percentage

Respondents
1 Less than 10 calls 29 41.43

2 11 to 20 24 34.29

3 21 to 30 12 17.14

4 More than 30 5 7.14

Total 70 100

SOURCE: Primary Data

INTERPRETATION

It is inferred from the above table, 41.43% of the respondents are less than 10
outgoing calls, 34.29% of the respondents are 11 to 20 outgoing calls, 17.14% of the
respondents are 21 to 30, 7.14% of the respondents are more than outgoing calls.

Majority 41.43% of the respondents are less than 10 outgoing calls.

46
EXHIBIT – 4.11

OUTGOING CALLS

OUTGOING CALLS

Less than 10 calls 11 to 20 21 to 30 More than 30

47
TABLE - 4.12

INCOMING CALLS

S.no Incoming calls No. of. Percentage

Respondent
1 Less than 10 calls 30 42.86
2 11 to 20 19 27.14

3 21 to 30 17 24.29

4 More than 30 4 5.71

Total 70 100

SOURCE: Primary Data

INTERPRETATION:

It is inferred from the above table,42.86% of the respondents are less than 10
incoming calls, 27.14% of the respondents are 11 to 20 outgoing calls, 24.29% of the
respondents are 21 to 30, 5.71% of the respondents are more than outgoing calls.

Majority 42.86% of the respondents are less than 10 incoming calls.

48
EXHIBIT – 4.12

INCOMING CALLS

INCOMING CALLS
35

30

25

20

15

10

0
Less than 10 calls 11 to 20 21 to 30 More than 30

No. of. Respondent

49
TABLE - 4.13

MODE OF PAYMENT

S.no Mode of payment No. Of. Percentage

Respondent
1 Cash 29 41.43
2 UPI 26 37.14
3 Credit card 13 18.57
4 Debit card 2 2.86
Total 70 100

SOURCE: Primary Data

INTERPRETATION:

It is inferred from the above table, 41.43% of the respondents are using cash of
payment, 37.14% of the respondents are using UPI, 18.57% of the respondents are using
credit card, 2.86% of the respondents are using debit card.

Majority 41.43% of the respondents are using cash of payment.

50
EXHIBIT – 4.13

MODE OF PAYMENT

MODE OF PAYMENT

29
26

13

CASH UPI CREDIT DEBIT

CARD CARD

51
TABLE – 4.14

CHANGE THE MOBILE SERVICE

S.no Basic question No. of Respondents Percentage

1 YES 43 61.43
2 NO 27 38.57
TOTAL 70 100

SOURCE: Primary Data

INTERPRETATION:

It is inferred from the above table, 61.43% of the respondents are yes, 38.57% of
the respondents are no.

Majority 61.43% of the respondents are yes.

52
EXHIBIT – 4.14

CHANGE THE MOBILE SERVICE

CHANGE THE MOBILE SERVICE

YES NO

53
TABLE – 4.15

OPINION MOBILE SERVICE

S.no Opinion mobile No. of Respondents Percentage

service
1 Excellent 17 23.19
2 Average 25 36.23
3 Good 25 36.23
4 Bad 3 4.35
TOTAL 70 100

SOURCE: Primary Data

INTERPRETATION:

It is inferred from the above table, 23.19% of the respondents are opinion was
Excellent, 36.23% of the respondents are average, 36.23% of the respondents are good,
4.35% of the respondents are opinion was bad.

Majority 36.23% of the respondents are average & good.

54
EXHIBIT – 4.15

OPINION MOBILE SERVICE

OPINION MOBILE SERVICE

Excellent Average Good Bad

55
TABLE – 4.16

FACILITY IN MOBILE CONNECTION

S.no Facility in mobile No. of Respondents Percentage

connection
1 Excellent 37 54.41
2 Average 28 41.18
3 Good 5 4.41
4 Bad 0 -
TOTAL 70 100

SOURCE: Primary Data

INTERPRETATION:

It is inferred from the above table, 54.41% of the respondents are opinion was
Excellent, 41.18% of the respondents are average, 4.41% of the respondents are good.

Majority 54.41% of the respondents are excellent.

56
TABLE – 4.16

FACILITY IN MOBILE CONNECTION

FACILITY MOBILE CONNECTION

Bad

Good

Average

Excellent

0 5 10 15 20 25 30 35 40

57
FINDINGS, SUGGESTIONS AND CONCLUSIONS
58
FINDINGS, SUGGESTIONS AND CONCLUSIONS

FINDINGS

➢ Majority 71.43% of the respondents belonging to the age group of below 25

years of age.
➢ Majority 54.29% of the respondents are female.
➢ Majority 77.14% of the respondents are unmarried.
➢ Majority 34.29% of the respondents are other occupational.
➢ Majority 30.49% of the respondents are 5000 – 10000.
➢ Majority 58.57% of the respondents are know about friends.
➢ Majority 49.28% of the respondents are using Samsung.
➢ Majority 41.58% of respondents are Airtel.
➢ Majority (53.62%) of respondents are 1-5 years.
➢ Majority 47.83% of the respondents are using personal use.
➢ Majority 41.43% of the respondents are less than 10 outgoing calls.
➢ Majority 42.86% of the respondents are less than 10 incoming calls.
➢ Majority 41.43% of the respondents are using cash of payment.
➢ Majority 61.43% of the respondents are yes.
➢ Majority 36.23% of the respondents are average & good.
➢ Majority 54.41% of the respondents are excellent.

SUGGESTIONS

The following are the main suggestion to the study unit for the promotion.

The study pointer most of respondents are earing level low. The most of
respondents not use in mobile in joint. They reason are they have one mobile in family.
Through the advertisement means the product is display in the media, but the say
relative, friends, colleagues means the product not displayed so, the not respondents we
can't know the friends & colleagues.

59
The network problem is involved in the others but the Aircel means. The network
problems are not involved so we have to improve the networks in other Sims. To be
reduced call charges. Reduce network problems. To maintain more coverage and less
tariff rate. Postpaid is very good system, all over India available in mobile series.
Improve the customer services, and new technology. Entertainment facility is less, so to
provide new games and etc. Call charges should be reduced to attract more customers /
new customers.

Tower point can be extended to the rural area to avoid the signal interruptions.
Networks busy is a main problems in using the mobile service if can be rectified. It is
found most of respondents interested in new techniques & new scheme. So not use up
to I to 5 years. The respondent's used in business purpose means, tension are increase
in travelling time, so the respondents are not use personal use. All over the places is
easy to pay cash. So the customers are avoiding credit card payments.

CONCLUSIONS

The study was conducted to know, the customer satisfaction of mobile phone
service in Coimbatore city. The data obtained for the study was basically primary data
and very little amount of secondary data. The 100 respondents in case of customers
were through interview schedule.

It was found that many of the respondents feel mobile phone service is much of
use. Mostly customers are satisfied with the Aircel mobile phone. The researcher
services provided in Coimbatore city by extending services to rural areas and the urban
area has by increasing the adequate facilities. And schedule takes enough steps to
remedy the networks problems. So to provided customers a smooth flow of talk

60
BIBLIOGRAPHY

61
BIBLIOGRAPHY

A. BOOKS

l. Kothari C.R.. , "An introduction to operation research," Vikas publishing

house (p) limited.., New Delhi, 3rd edition 1995.

2. Ash Kaul., "effective business communication", New Delhi, Meenalakshi

printers 2000

3. Dr.Rayudha C.S., "business communication", Mumbai, Himalaya publishing

house, 1997

4. Rajendra Pal and J.S Korlahli. "Business communication". New Delhi, Sultan
Chand & Sons, 1995.

5. Machiraju B.., "a hand book for mobile users", Vikas publishing house pvt,
lty.., 1996

B. JOURNALS AND PERIODICALS

1. Telecom services guide 2001

2. Tele communication journal 2000-2001

3. Telematics India 2002-2003

4. Communication today march 2004

5. Communications today march 2004

62
C. WEBSITES

1. www.aircel.com

2. www.airtel.conl

3. www.bsnl.com

4. www.reliancefor.com

5. www.tata-docomo.com

63
APPENDIX
64
A STUDY ON CONSTOMER SATISFACTION OF
NETWORKING SERVICE IN COIMBATORE

1. Name

2. Gender
o Male
o Female

3. Age
o Below 25 Years
o 26 – 30 Years
o 31 – 35 Years
o Above 36 Years

4. Marital Status
o Married
o Unmarried

5. Occupational status
o Business
o Employee
o Professional
o Others

6. Monthly Income
o Below 5000
o 5000 – 10000
o 10000- 15000
o Above 15000

65
7. Where you know about mobile phone connection?
o Advertisement
o Friends
o Relatives
o Agent

8. What is the brand name of your mobile?

o Samsung
o Sony
o LG
o Nokia

9. Which connection do you preference?

o Airtel
o VI
o Jio
o BSNL

10. How many years are using the mobile phone?

o 1 – 5 Years
o 6 – 10 Years
o Above 10 Years

11. For what purpose do use mobile phone?

o Personal use
o Business
o Others

12. How many outgoing calls do you make per day?

o Less than 10 calls
o 11 – 10 calls

66
o 21 – 30 calls
o More than 30 calls

13. How many incoming calls do you make per day?

o Less than 10 calls
o 11 – 10 calls
o 21 – 30 calls
o More than 30 calls

14. Mode of payment

o Cash
o UPI
o Credit Card
o Debit Card

15. Do you have any idea to change the mobile service provider?
o Yes
o No

16. What’s your opinion on mobile network?

o Excellent
o Average
o Good
o Bad

17. What facility you have in your mobile connection?

o Excellent
o Average
o Good
o Bad

67