A PROJECT REPORT ON Customer satisfaction towards the service obtained from their mobile network service providers Exploratory

ry study AT ARJUN COLLEGE OF TECHNOLOGY & SCIENCES (Report Submitted In Partial Fulfillment Of The Award Of The ) MASTER OF BUSINESS ADMINISTRATION By SAIDAIAH . SALVADI (09W81E0047) Under the Esteemed Guidance of Mrs.A.SANDHYARANI M.B.A(M.Phil)

Department Of Management Studies. ARJUN COLLEGE OF SCIENCE & TECHNOLOGY BATASINGARAM, HAYATNAGAR (Affiliated to JNTU(H)) (2009 - 2011).

ACKNOWLEDGEMENT

I wish to take this opportunity to express my deep gratitude to all the people who provided their cooperation in various ways during my project work. I had my pleasure to acknowledge the help of those individuals.

I express my deep sense of gratitude to Mr. A.SRIKANTH HOD OF MBA for his guidance, which enable me to complete this project successfully.

My sincere thanks to Mrs. SANDHYARANI, Mr. SRIKANTH(HOD) and other faculty of ARJUN COLLEGE OF TECHNOLOGY AND SCIENCES for providing better guidance in developing this project.

My heart full thanks to Dr.I.S RAO, Director Of Arjun college of technology and Sciences for providing favorable environment and support in developing this project.

Finally, I thank my parents and my friends for their continuous support in accoplishment of this project.

SAIDAIAH .SALVADI ROLL NO:09W81E0047

DECLARATION

I hereby declare that this Project Report titled, CUSTOMER SATISFACTION TOWARDS THE SERVICE OBTAINED FROM THEIR MOBILE NETWORK SERVICE PROVIDERS EXPLORATORY STUDY AT ARJUN COLLEGE OF TECHNOLOGY & SCIENCES submitted by me to the Department Of Business Management, JNTU, Hyderabad, is a bonafide work under taken by me and it is not submitted to any other University or Institution for the award of any degree diploma / certificate or published any time before.

SAIDAIAH . SALVADI ROLL NO:09W81E0047

CHAPTERIZATION

The chapterization scheme of the present study presented here as under, gives a clear picture about the organization of different chapters in the sub-contents covered in the each chapter. Chapter1: This Chapter includes Introduction, literature review, need, Objectives, , methodology and limitations of the study. Chapter2: This Chapter includes organization profile introduction and problem analys Chapter3: This chapter includes Research design, Sampling design, Sampling techniques &Tools, sampling procedure, Data collection and analysis of data. Chapter4: This Chapter deals with the summary parts of the study where the findings are derived from the study. It also tries to offer some findings and suggestions.

CONTENTS CHAPTER 1 : INTRODUCTION 1.1 1.2 1.3 1.4 1.5 1.6 INTRODUCTION NEED OF STUDY SCOPE OBJECTIVES OF STUDY RESEARCH METHODOLOGY LIMITATIONS

CHAPTER 2 :

PROFILE ANALYSIS

2.1 ORGANIZATION PROFILE 2.2 PROBLEM ANALYSIS CHAPTER 3 : RESERCH METHODOLOGY 3.1 RESERCH DESIGN 3.2 SAMPLING DESIGN 3.2.1 SAMPLING TOOLS & TECHNIQES 3.2.2 SAMPLING PROCEDURE 3.3 DATA COLLECTION 3.4 DATA ANALYSIS CHAPTER 4 : RESULT ANALYSIS 4.1 FINDINGS 4.2 RECOMMENDATIONS 4.3 CONCLUSION APPENDIX & BIBLIOGRAPHY

PROJECT ABSTRACT

The present study is undertaken to understand the customer satisfaction in mobile service providers .It is done under the guidance of MBA HOD Mr .A.SRIKANTH The study was done to find out the customer satisfaction level in mobile service provider players in the market and to know the customer perception towards other mobile service providers, this survey was done at ARJUN COLLEGE OF TECHNOLOGY & SCIENCES,HYDERABAD. The data was processed using computer aided tools such as MS-EXCEL,MS WORD, PIE CHARTS & BAR CHARTS were used for analysis ,the study was conducted from july 15th to August 30th 2011 i.e., for a period of 45 days in the college.

CHAPTER 1 INTRODUCTION

1.0

INTRODUCTION

Customer satisfaction in telecommunication business is very important . as the development of cellular phone business has become critical research agenda ,the requirement of understanding the satisfaction of consumers

toward the services and the factors influencing the customer choice of providers is getting vital . satisfaction can be defined as the extent to which a product /service s perceived performance meets or exceeds customer expectation . moreover ,it is the emotional reaction to a product or services experience (oliver,1980) however the term satisfaction has had a variety of meanings and application in literature . in general Marketing literature has defined satisfaction as a cognitive and effective reaction to a service incident

Besides that line and chen (2006) explored that product knowledge and product and involvement all have a significantly positive effect on consumer purchase decision the country of origin image has a significantly positive effect on consumer purchase on decision s under product involvement and product knowledge has significantly positive effect on consumer purchase under different product involvement

DEFINETION

1.1 LITERATURE REVIEW The measurements of service quality and customer satisfaction have received considerable attention in the last two decades(cronin and taylor,1992; Parasurama(1985;1988;1991).Many researchers have studied the influential factors of customer satisfaction. Customer satisfaction is the key factor determining how successful the organization will be in maintaining a relationship with the customers (Richheld,1996).Accurate information about the customers enables organizations to match product and services with their needs(Ingrid Fecikova,2004). There are two kinds of customers for processes within an organization: one is internal and another one is

external (Ingrid Fecikova2004).The satisfaction of internal and external is seen as a cause-andeffect relationship(Richheld,1996). Customer satisfaction; According to Anderson (1994;1993),a satisfaction rating can be described as a decision regarding the fitness of a chosen product for its intended purpose. He described that customer satisfaction is generally construed to be a post consumption evalution dependent on perceived quality or value, expectations, and confirmation/disconfirmation degree(if any) of discrepancy between actual and expected quality.Now,if we put together the meaning of customer satisfaction ,we can say that it is the act of fulfilling a customers desire .The expectancy/disconfirmation paradigm in process theory(Mohr,1982)provides the grounding for the vast majority of satisfaction studies and encompasses three constructs :Expectations ;performance; Disconfirmation . Disconfirmation arises from discrepancies between prior expectations and actual performance. This conceptualization is reflected in the definition of satisfaction by Tse and Wilton(1988, p. 204)as the consumers response to the evaluation of the perceived discrepancy between priorexpectations(or some norm of performance)and the actual performance of the product as perceived after its consumption

1.2 NEED FOR STUDY;-

1.3 OBJECTIVES; To identify the percentage of service usage college student by provided the mobile networks To identify the most important parameters which lead to customer satisfaction

1.4 RESEARCH METHODOLOGY ; Research methodology is a way to systematically solve the research problem. It may be understood as a science of studying how research is done scientifically methodology. Marketing research is the function, which links the consumer, marketer through information information used to identify and define marketing opportunities and problems, generate, refine and evaluate marketing action, monitor marketing performance and improve. . STEPS IN MARKETING RESEARCH PROCESS The Marketing Research process is carried our according to a designated series of steps, which are required to be taken in a chronological order. PROBLEM DEFINITION:

The first step is critical because it will decide the nature and direction of the entire activities The marketing problem on which the survey is expected to focus should be clearly defined. Before this clear definition is possible, it may be necessary to undertake some exploratory research into certain aspects of the client's business. Example, the sale organization methods of publicity, distribution arrangements etc., in an attempt to pinpoint areas of significance of the inquiry. Preparatory work of nature carried out conscientiously and objectively, is an essential element in the systematic study of marketing problems. Management and researchers should work closely together in this crucial task of developing survey objectives. 2. RESEARCH DESIGN: A research design is purely and simply the frame work of plan for a study that guides the collection and analysis of the data. It is a map or blue print according to which the research is to be collected. The research design specifies the methods for data collection and data analysis. The researcher specifically pinpoints that to carry out the research properly.The researcher has to carefully decide and make a choice from the group of different alternatives available to him. .FIELD WORK/DATA COLLECTION: This stage will be central point of the research activities. An effective sampling plan would have been devised in stage two and the efficiencies of various methods of collecting data would have been evaluated. At this stage, the survey methodology has to be put into proactive. Since time constraints an inevitable, it would be advisable to plan operations on a time schedule. Since so much of the efficiency of the company research progress depends on reliable and valid data being gathered by research, activities during this stage of research should be carefully planned and executed. DATA ANALYSIS AND EVALUATION: The data analysis and evaluation of the fourth step in the Research process. The data are first edited, ceded and tabulated for the purpose of analyzing them. The editing, coding and tabulating is a most when the interviewer has amassed a huge amount of data concerning the Research project at hand. The analysis can be conducted by using simple statistical tools like percentages, averages and measures dispersion. The collected data may be analyzed by using diagrams, graphs, charts, picture Etc. Finally meaning data may be extracted from the analysis thus conducted. REPORTS PRESENTATION:

The last state in the research process should be done thoroughly. During the preceding stage research will be planning how to present their findings. Tables, graphs and other diagram data to illustrate the principle findings of the researchers 1.5 LIMITATION OF STUDY;-.

CHAPTER-2 ORGANIZATION PROFILE

2.1 INTRODUCTION;-

2.2 PROBLEM ANALYSIS;-

CHAPTER 3 RESERCH METHODOLOGY

3.1 RESEARCH DESIGN: A research design is purely and simply the frame work of plan for a study that guides the collection and analysis of the data. It is a map or blue print according to which the research is to be collected. The research design specifies the methods for data collection and data analysis. The tools of data collection used in the project are questionnaires. There are basically two types of questionnaires. Open-ended : Here the respondents can answer the questions in their own way. Close-ended : Here the choices of answers are given and the respondents have to choose from the choices, the answer closest to this. 3.2 SAMPLING DESIGN: At the period of research work, it is necessary to collect a certain data from the people but it is not possible to survey each every person who can give information on the issue. 3.2.1 SAMPLING SIZE DETERMINATION: Sampling size is the number of people being surveyed. In my research population is 226, people are my sample size. It is selected based on stratified random sampling method. Sample size: 157 students

Sampling technique: stratified random sampling method 3.2.2 SAMPLING PROCEDURE:

In this research I selected people by applying stratified random sampling method for the easy collection of data and easy analysis of data. 3.3 DATA COLLECTION METHODOLOGY: Source of data;There are basically two sources of data : A) Primary data. B) Secondary data. Primary data: It is not recorded data. It is collected personally interviewing the respondents through experience, observation and survey methods. It is collected specially for a particular purpose with certain objectives in mind. Secondary data : It is already collected and recorded data by some other person for some purpose and is available for present study. Example: internet, textbooks, organizations annual report etc

3.4 DATA ANALYSIS;. Bar, pie diagrams have been used for better presentation and better understanding data. The information collected is calculated in the forms of percentage to make interpretation easy.

CHAPTER 4 RESULT ANALYSIS