Consumer Satisfaction

Study on Consumer Satisfaction on Docomos 3G.
INTRODUCTION
MARKET Market consists of all the potential customers sharing particular needs or wants who might be willing and able to engage in exchanging to satisfy that need or want.
MARKETING
Marketing is an old profession. But still by assuming the new dimension of a new look and it is attracting many people to this profession although economics; the mother science of marketing contained all the process of the market it did not expose the idea properly. Marketing is the one of the most dynamic fields within the management. The market place continually throws out fresh challenges and companions must respond. Therefore it is not surprising that new marketing ideas keeps surfacing to meet the new market challenges. Here is several growing emphasis: A growing emphasis on quality, value and customer satisfaction. A growing emphasis on service marketing. A growing emphasis on relationship building and customer relation. A growing emphasis on global thinking and on building strategic alliances and networks. A growing emphasis on managing business processes and integrating business functions.
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WHAT IS MARKETING?
American association of marketing defines marketing as the performance of those activities that are directed at satisfying human needs and wants. In view of Philip Kotler the marketing is consumer-oriented activity backed with integrated marketing approach aim to satisfy the need of the consumer and also there-by achieving organization objectives. Marketing is a total system of business activities designed to plan prices promote and distribute want-satisfying product to target market to achieve organizational objectives. This definition has two significant implications. The entire system of business activities should be customer-Oriented customers wants must be recognized and satisfied.
MARKETING MANAGEMENT
This definition of marketing rests on the following core concepts-need, wants, and demands, products (goods, services and ideas) value, cost and satisfaction exchange and transactions, relationship and networks, markets and marketers and prospects. Marketing management has the task of influencing the level, timing and composition of demand in a way that will help the organization achieve in objectives.
Since marketing management is also called as demand management. Marketing mangers manage demand by carrying our marketing research, planning, implementation and control within marketing planning, marketing must make decision on target makers market positioning, product development, pricing, distribution channels, physical distribution, communication & promotion.
Importance of Marketing
Marketing studies continuously consumer demand which is varied and dynamic. Marketing system plays a unique role in transforming the benefits of mars production. Marketing is the vital connecting link between producers and consumer. Marketing is recognized as the most significant activities in our society. Marketing is directly responsible to maintain the equilibrium between mars production and mars consumption. Marketing alone can put goods and services we want and need at a door step and satisfied our varied and innumerable needs and wants. THE PRODUCTION CONCEPT As per the production concept, marketing is a more appendage to production in organization that practices those concepts, production and technology dominates the thinking process of the people. This concept holds the customers as a rule, supports those productions that are produced in great volume at a low unit cost, which will result in loss marketing.
CONCEPT OF MARKETING.
Studies reveal that different organization have different perception of marketing and these differing perception have led to the formation of different concept of marketing. This four elements or often referred to as the marketing mix, which a marketer can use to craft a marketing plan. The four Ps model is most use full when marketing low value consumer products. Industrial products, services, high value consumer products require adjustments to this model. Services marketing must account for the unique nature of services. Relationship marketing attempts to do this by looking at marketing from a long term relationship perspective rather than individual transaction.
THE PRODUCT CONCEPT

The product concept is somewhat different from the production concept where as the production concept speaks to win the market and profit via high volume production and low unit cost. The product concept seeks to achieve the same result via product excellence improve products new products and delay design engineered products.
THE MARKETING CONCEPTS

The marketing concept was born out and the awareness that marketing start with the determination of consumer wants and ends with the satisfaction of those wants. A business cannot succeed by supplying products and services that are not properly designed to serve the needs of the customer. It proclaim that the Entire Business has to be seem from the point of the customer. In a company practicing this concept all departments will recognize that there action has a
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profound impact on the companys ability to create and retains every departments, worker and should thing and act in same way by keeping customer, in front.
IMPORTANT CONCEPTS CUSTOMER SATISFACTION

Customer satisfaction refers to the feelings about the difference between what is expected and actual experience with the purchase. Whether the buyer is satisfied after purchase depends on the offers performance in relation to the buyers expectation In general, satisfaction is a persons feelings of pleasure or disappointment resulting from comparing a products perceived performance in relation to his or her expectations. If the performance falls short of the expectations, the customer is dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectations, the customer is highly satisfied or delighted. CUSTOMER PRECEIVED VALUE Customer will buy from that the firm that they see as offering the highest perceived value. Customer perceived value is difference between the prospective customers evaluation of all benefits and all the cost of an offering and the perceived alternatives. TOTAL CUSTOMER COST Total customer cost is the bundle of costs of customers expect to incur in evaluating, obtaining, using and disposing of the given market offering.
TOTAL CUSTOMER VALUE Total customer value is the perceived monetary value of the bundle of economic, function and psychological benefits customer expect from a given market offering.
CUSTOMERISATION
Customerisation refers to the process wherein all the employees of the firm are required to interact directly with the customer and end user.
Markets and Prospects:

A marketer is someone seeking a response (attention, purchase, a vote, a donation) from another party, called the prospect. If two parties are seeking to sell something to each other, we call them both marketers.
Needs, Wants, and Demand:

The marketers must try to understand the target markets needs, wants and demands. Needs describe basic human requirements. People need food, air, water, clothing and shelter to survive. People also have strong need: for recreation education and entertainment. These needs become wants when they are directed to specific objects that might satisfy the need. An American needs food but wants a hamburger, French fries and soft drink.
Demands are wants for specific products backed by and ability to pay. Many people want a Mercedes; only a few are able and willing to buy one. Companies must measure not only how many people want their products but also how many would actually be willing and able to buy it.
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Product of Offering:
People satisfy their needs and wants with their products. A product is any offering that can satisfy a need or want. We mentioned earlier the major types of basic offering, goods, services, experiences, events, persons, places, properties, organizations, informations, and ideas. A brand is an offering from a known, source. A brand name such as McDonalds food, golden arches. These associations make up the brand image. All companies strive to build brand strength that is a strong, favorable brand image.
Value and Satisfaction:

Te product or offering will be successful if it delivers value and satisfaction to the target buyers. The buyer chooses between different offerings on the basis of which is perceived to deliver the most value. We define value as a ratio between what the customer gets and what he gives. The consumer gets benefits and assumes cost. The benefits, the cost includes monetary cost, time cost, energy cost and psychic cost.
Thus value is given

Value =Benefit/cost =Functional benefits + emotional benefits/monetary cost+ time cost+ energy cost +psychic cost. The marketers can increase the value of the customers offering in several ways. Raise benefits. Reduce cost. Raise benefits and reduce cost.
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Raise benefits by more then the raise in cost. Lower benefits by less than the reduction in cost. The customer who is choosing between two value offerings V1 & V2 will examine the ratio V1/V2. She will favor V1 if the ratio is larger than one, she will favor V2 if the ratio is smaller than one, and she will be indifferent if the ratio equals one.
Exchange and Transaction:

Exchange is only one of four ways in which a person can obtain a product. The person can self produce the product or service as when person hunts, fishes or gathers fruit. The person can use force to get a product, as in a hold up or burglary. The person can bag, as happens when a homeless person ask for food. Or the person can offer a product, a service or money in exchange for something he or she desires. Exchange that is the core concept of marketing involves obtaining a desired product from someone by offering something in return. For exchange potential to exist, five conditions must be satisfied. 1. There are at list two parties. 2. Each party has something that might be of value to the other part. 3. Each party is capable of communication and delivery. 4. Each party is free to accept or reject the exchange offer. 5. Each party believes it is appropriate or desirable to deal with the other party.
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Whether exchange actually takes place depends upon whether the two parties can agree on terms that will leave them both better off (or at least not worse off) than before. Exchange is value-crating process because it normally leaves both parties better off. Exchange is a process rather than an event. Two parties are engaged in exchange if they are negotiating trying to arrive at manually agreeable terms. When an agreement is reached, we say that a transaction takes place. A transaction involves several dimensions: at least two things of value, agreed upon conditions a time of agreement, and lace of agreements. Usually a large system exists to supportand enforce complianceon thepart of the transactions. Without a law of contracts people would approach transactions with some distrust and everyone would lose. A transaction differs from a transfer. In the transfer a give X to B but doesnt receive anything tangible in return. Gifts subside and charitable contribution is all transfers. Transfers behavior can also be understood through the concept of exchange. Typically, the transfer except to receive something in exchange for his or her gift. For e.g. Gratitude or seeing changed behavior in the recipient. Professional fundraisers provide benefits to donors such as thanks you note, donor magazines, and invitation to events. Marketers have broadened the concept of marketing to include the study of transfer behavior as well as transaction behavior. In the most generic sense, marketers seek to elicit a behavioral response from another party. A business firm wants a purchase candidate wants a vote a church wants and active members, and social; action group want the
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passionate adoption undertaken to elicit desired responses from as target audience. To affect successful exchange, marketer analyzes what each party expects from the transaction. Simple exchange situation can be mapped by showing the two actors and the want and offerings following between them. Suppose caterpillar, the world largest manufacturer of earths moving equipments. These benefits listed in the top of the exchangemap in figure including high quality equipments, a fair price,on timedelivery, good financing terms and good parts and service. The items on this want list are not equally important and may vary from buyer to buyer. One of the caterpillar tasks is to discover the relative importance of these different wants to the buyer.
CONSTRUCTION OF WANT LIST

1. High quality, durable equipment. 2. Fair price. 3. on time delivery of equipments. 4. Good financing terms. 5. Good part and services. Caterpillar (Marketer) Construction Co (Prospect)
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CATERPILLAR WANT LIST

1. Good price for equipments. 2. On time payment. 3. Good word of mouth.
Relationship & Networks:

Transactions marketing is part of a larger idea called relationship marketing. Relationship marketing has the aim of building long term mutually satisfying relations with key parties- customers, suppliers, and distributors in order to earn and retain their long-term preferences and business. Marketers accomplish this why promising and delivering high quality products and services at fair prices to the other parts over time. Relationship marketing builds economic, technical and social ties among the parties. If cut downs on transactions move from being negotiated each time to being a matter of routine. The ultimate outcome of relationship marketing is the building of unique company asset called a marketing network. A marketing network consists of the company and its supporting stake-holders (customers, employees, suppliers, distributors, retailers ad agencies, universities, scientists and other) with whom it has build mutually profitable business relationships,
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increasingly, competition is not between companies but rather between companies networks with the prize going to the company that has build the better network. The operating principle is simple. Build and effective relationships with key stakeholders and profits will follow.
Marketing Channels:
To reach a target market, the marketers use three kinds of marketing channels. The marketers use columniations channels to deliver and receive messages from targetbuyers. They include newspapersmagazines, radio, T.V, mail, telephone, billboards, poster, Cads, audiotapes and the internet. Beyond these, communications are conveyed by facial expressions and clothing the look for retail stores, and many other media. Marketers increasingly adding dialogue channels (e-mail and toll free numbers) to counter balance the mere normal monologue channels (such as ads). The marketer uses distribution channels to display or deliver the physical product or services to the buyer or user. They are physical distribution channels and services distribution channels. They include warehouses transportation vehicles and various trade channels such as distributors, wholesalers, and retailers. The marketer also uses selling channels to effect transactions with potential buyers. Whereas marketing channels connect the marketer to the target buyers, the supply chain describes a longer channels stretching from raw materials to components to final products that are carried to final buyers. The supply chain for womens purses start with hides training operation, cutting operations, manufacturing, and the manufacturing channels bringing products to customers. The supply chain represents a value generated by the supply chain. When a
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company acquires competitors or moves up stream or downstream its aim it to capture a higher percentage of supply chain value.
COMPETITION
Competition includes all the actual and potential rival offerings and substitutes that a buyer might consider. Suppose an automobile company is planning to buy steel from U.S steel or other integrated steel mills in the U.S or abroad, or go to mini such a Nucor to buy steel at a cost savings or buy aluminum for certain parts of the cars to lighten the cars weight or buy engineered plastics for hamper instead of steel. Clearly U.S steel would be thinking too narrowly competition if it thought only of other integrated steel companies. Infect U.S steel is more likely to be hurt in the long run by substituted products than by its immediate steel company rivals. U.S steel also must consider whether to make substitute products or stick only to those applications where steel offers superior performance. We can distinguish four levels of competitions based on degree of products unsuitably. Brand competition:a companysees its competitors as other companies offering a similar product and services to the same consumers at similar prices. Industry competition: a company sees its competitors as all companies making the same product or class of product. Form competition: a company sees its competitors as all companies manufacturing products that supply the same service.
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Generic competition: a company sees its competitors as all companies that compete for the same consumers dollars.
Marketing Environment:
Competition represents only one force in the environment in which the marketer operates. The marketing environment includes the immediate actors involved in producing distributing and promoting the offering. The main actors are the company, suppliers, distributors, dealers, and the target customers. Includes in the suppliers such as marketing research agencies, banking and insurance companies, transportation and telecommunication companies include with distributors and dealers are agents brokers, manufacturer , representatives, and other who facilitate findings and selling to customers. The broad environment consists of six components, 1. Demographic environment. 2. Economic environment. 3. Natural environment. 4. Technological environment. 5. Political environment. 6. Socio-cultural environment. These environments contain forces that can have a major on the actors in the task environment. Market actors must play close attention to the trends and developments in these environments and make adjustments to timely adjustments to their marketing strategies.
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IMPORTANCE OF 4Ps IN MARKETING

Once the customer needs or wants are determined, the marketer has to satisfy them. The first aspect of this implementation is the product itself, which is the ultimate basis for the customers to determine whether his or her needs are being met. The marketer must, therefore, match the product as closely as possible to those needs. This may be accomplished by offering a tailor made existing product by radically changing the product by modifying its features or its packaging or even by describing the product in a different way. The second aspect is the delivery system the producer must get the product within reach of customers in a timely manner. Third the customer must to communicate with the customer and persuade the customer to purchase the product, perhaps by using and advertisement. Fourth the product must be priced right so that the customers can afford it and is willing to choose it from among competing offer. These separate aspects may be categorized in a no. of ways. One customary framework is 4p: product, price, place and promotion.
Product:
Product refers to the product related elements and includes both goods and services. A product maybe defined as everything both favorable and unfavorable
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that a person receives in an exchange. A product may be tangible goods alike a pair of shoes, or services like a haircut, and ideas like dont litter or any combination of these three. Packaging style co lour options and size are some typical product features. Just as important are intangible such as services, the sellers image the manufacturers reputation and the way consumers believed others will view that product. Price is split off and elements worth of separate consideration, although this may overemphasize its importance.
Price:
Price is the split off and elements work of separate consideration although this may overemphasize its importance. Price is the key to revenues, which in turn is the key to profits for an organization. Revenue is the price charged to customers multiplied by the no of units sold. Revenue is what pays for every activity of the company, production, finances, sales, distribution and so on. Whats left over is profit. Managers usually strive to charge a price the will earn as fair profit. To earn profit managers must choose a price that is not too high or too low. A price that equals the perceived value will be less than the cost. Lost sales mean lost revenue. Conversely if aprice is too low, it may beperceived great value for the consumer but the firm loses revenue it could have earned.
Place:
Place refers to delivering the product to the customer to consume it. This term includes channels of distribution, transportation, warehousing, and inventory
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control.In marketing mix place has a great impact. Manufacturers work doesnt stop after producing a product and set a price for it. They should send the product the final consumer. Without this there is no use of producing goods or services.
Promotion:
Promotion to delivering the message to the consumer about the product. The P covers advertising, personal selling, sales promotion, publicity, public relations exhibition and demonstration used in promotion. This system of announcement of the commonsense of the product in the market to help of the potential consumer to learn about the product. It is also important like product, price and place in the marketing mix. The 4ps offer just one, albeit frequently used, approach to marketing. Some pundits propose just two factors the offering(product andprice)and the methods and tools (including distribution and promotion). Still others argue for the need to subdivide these categories further, differentiating. For e.g. between sales and advertising as forms of promotion. Perhaps the most significant criticism of the four Ps approach is that it emphasizes the inside our view instead of the outside in approach. Nevertheless, the 4p offer a memorable useful to the major categories of marketing activity as well as framework with in which they can be used.
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BRAND EQUITY AND ADVERTISING

A brand is a name, term, sign, symbol or design, or a combination of them, intended to identify the goods or services of one seller or group of sellers and to differentiate them from those of competitors.
Brand equity:Brands vary in the amount of power and value they have in the
market place. At one extreme are brands that are not known by most buyers. Then there are brands for which buyer has a fairly high degree of brand awareness. Beyond this are brands with a high degree of brand acceptability. Then there are brands that enjoy a high degree of brand preference. Finally there is brand that commands a high degree of brand loyalty. Says Aakar. My acid test is whether a housewife intending to buy Heiny tomato ketchup a store, finding it to be out of stock will walk out of the store to buy it elsewhere. Few customers are as brand loyal. Aaker distinguished levels of customer attitude towards his or her brand, from lowest to highest. Brand equity is highly related to how many customers are in classes 3, 4 or 5. It is also related according to Aaker, to the degree of brand name reconviction, perceived brand quality, strong mental and emotional associations, and other assets such as patents, trade marks and channel relationships. Certain companies base their growth on acquiring and building rich brand portfolios. Grand metropolitan acquired various Pillsbury brands, green giant vegetables. Hagen Dazes ice cream, and Burger king, Nestle acquired Row tree. Five times its book value. Companies do not normally list brand equity on their balance sheets because of the arbitrariness of the estimate. But clearly brand equity relates to the price premium the brains commands times the extra volume it moves over and average brand.The worlds 10 most valuable brands in 1997
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were (in rank order) Coca Cola, MARLBORO, IBM, Mc Donalds Disney, Sony, Kodak, Intel, Gillette and Budweiser, Coca Colas brand equity is $48 billion Marlboros $47 billion and IBM $24 billion. High brand equity provides a number of competitive advantages: The company will enjoy reduced marketing costs because of consumer brand awareness and loyalty. The company will have more trade leverage in beginning with distributors and retailers because customers expect them to carry the brand. The company cans chare a higher price than its competitors because the brand has higher perceived quality. The company can more easily launch extension because the brand name high credibility. The brand offers the company some defense against price competition. A brand name needs to be carefully managed so that its equity doesnt depreciate. This requires maintaining or improving brand awareness perceived quality and functionality and positive associations. These tasks require continuous R&D investments, skilled advertising, and excellent trade & consumers service. Canada Dry and Colgate Palmolive have appointed brand equity managers to guard the brands image association and quality and managers from hurting the b rand. Thats why
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some companies put their branding in the brands of an entirely different company that can focus only on brand management and nothing else.
Advertising:Advertising is any paid from of non-personal presentation and

promotion of ideas, goods or services by anidentified sponsor. Advertisers include not only business firm bit also museums, charitable organization and got agencies that direct message to target public. Ads are a cost effective way to disseminate messages, whether to build preference for coca-cola or to educate people to avoid hard drugs.Organization handles these advertising in different ways. In small companies someone handles advertising in the sales or marketing department, who works with an advertising agency. A large company will have then set up its own advertising department, whose manger reports to the vice president of marketing. The advertising departments job is to propose ads and campaigns and handle direct mail advertising, dealer displays and other forms of advertising. Most companies use an outside agency to help create advertising campaigns and to select and purchase media. In developing a program, marketing managers must always start by identifying the target markets and buyers motives. Then they can make the 5 major decisions in developing and advertising program. Known as the five MS: Mission what are the advertising objectives? Money: how much can be spent? Message: what messages should be spent? Media: what media should be used? Measurement how should the result be evaluated?
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DISTRIBUTION CHANNELS
Too many US manufacturers think their job is done once the product leaves the factory. They should pay attention tohew the productmoveswithin in the foreign country. They should take a whole channel view of the problem of distribution products to final users. The figure shows the three major links between sellers and ultimate users. In the first link sellers international marketing headquarters the export department or international divisions makes the decision, makes the decisions on channels and other marketing mix elements. The second link channels between nations get the product to the boarders of the foreign nations. The decisions made in the link include the type of intermediaries (agents, trading companies) that will be used, the type of transportation (air, sea) and the financing and risk arrangements. The third link channels within foreign nations get the products from their entry point to final buyer and users. Within country distribution channels vary considerablycountries. To sell soap in Japan, Procter and Gamble (P&G) has to work through one of the most complicated distribution system in the world. It must sell to a general wholesaler, who sells to a product wholesale, who sells to a product specially wholesaler, who sells to a regional. Who sells a to a local wholesaler, who finally sells to a retailer. All these distribution levels can mean that the consumers price ends up double on triple the importers price. If P&G takes to soap to tropical Africa, the company might sell to an import wholesaler who sells to several jobbers, who sell to petty traders (mostly women) working in local markets.
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SELLERS International marketing Headquarters
SELLER
CHANNELS Between nations
CHANNEL Within foreign FINAL BUYER nations
Another difference lies in the size and character of retail units abroad. Large scale retail chains dominate the U.S. seine but much foreign retailing is in the hands of small independent retailers. In India, millions of retailer operate tiny shops or sell in open markets. Their markets up are high, but people must shop daily for small amounts and are limited to whatever quantity can be carried home on foot or on bicycle. Most homes lock storage and refrigeration space to keep food fresh. Packaging costs are kept low in order to keep prices low. In India, cigarettes are often brought single. Breaking bulk remains an important function of intermediaries and helps perpetuate the long channels of distributions, which are a major obstacle to expansive of large scale retailing in developing countries.The real price is brought down through haggling.
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CONSUMER BEHAVIOUR
Right from the time there has been exchange of goods and services between the buyers
and
sellers, the ultimate success of all economic activities has
primarily depended on the producer manufacturing and selling goods and services desired by the target consumer. The ultimate decision of whether or not to purchase a product or services and from whom to buy has always been vested in the hands of the final consumers. The study of consumer behavior is comparatively a new research field. Basically human beings have been sociable in nature and their buying decision for freedom of choice is determined by the influence of the individual consumer and the society in question. A consumer market can be defined as all the individuals and households who buy goods and services for personal consumption. This means are the persons and primarily to families, which will purchase either goods or services for personal and primarily to families, which will purchase either goods or services for personal consumption can be said to be a part of the consumer market. Consumer behavior can be defined as all psychological social and physical behavior of all potential consumers as they become aware of evaluate purchase consume and tell others about the products and services. A consumer buying behavior is influenced by cultural, social, potential and psychological factors. Cultural factors exert the broadcast and deepest influences. Marketers have to go beyond the various influences on buyers and develop and understanding of how consumers actually make their buying
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decisions.Epically marketers must identify who makes the buying decisions, the types of buying decision and the steps in the buying process.
We can distinguish five roles people might play in a buying decision:
Initial- A person who suggest the idea of buying the product or services. Influencer- A person whose view or advice influences the decision. Decider- A person who decides on any component of a buying decision. Whether to buy, how to buy or where to buy. Buyer- A person who makes the actual purchase. User- A person who consumers or users the product or services.
Assail distinguished four types of consumers buying behavior based of the degree of buyer involvement and the degree of differences among brands.
Complex consumer behavior:

This process involves a 3-steps process; first the buyer develops beliefs about the product. Second the consumer develops attitudes about the product. Third the consumer makes thoughtful choices. Consumers engage in complex buying behavior when they are highly involved in a purchase and aware of significant differences among brands. This is usually the case when the product is expensive, brought infrequently, risky and highly self expensive.
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Dissonance:
Reducing buyer behavior sometimes the consumer is highly involved in a purchased but sees little differences in brands. The high involvements are based on the fact that the purchase is expensive, infrequent and risky. In this case, the buyer will shop around to learn what is available but fairly, quickly, perhaps responding a good price or to purchase conveniences. After the purchase the consumer mightexperience dissonance that status from noticing certain disquieting features or hearings favorable things about other brands:
Habitable buying behavior:

Consumer has little involvement in this product category. If the consumer keeps reaching for the same brand, it is out of habit not strong brand loyalty. With low cost products, consumers behavior does not pass through the normal sequence of belief, attitude, and behavior. Consumers do not search extensively of information evaluates characteristics and makes a decision on which brand to buy. Instead they are passive receipts of information in television or print ads. Ad repetition creates brand familiarity rather than brand conviction.
Variety seeking buying behavior:

Some buying situations are characterized by low involvement but significant brand differences. Here consumers often do a lot of brand switching. The consumer array reaches for another brand out of a wish for a different taste. Brand switching occurs for the sake of variety rather than dissatisfaction.
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MARKET CAN BE MAINLY DIVIDED INTO TWO: OPERATIONAL MARKETING

Operational marketing executes functions to attract and keeps customers and to maximize the value derived from them as well as to satisfy the customer with promote services and meeting the customer expectionious organization marketing includes the determination of the marketing mix.
STRATEGIC MARKETING
Strategic marketing attempts to determine, how an organization competes against its competition in a market place. In particular, it aims at generating a competitive advantage relative to its competitors.
BENEFITS OF CUSTOMERISATION TO A FORM

Providing the quality to match the customer requirement. Work towards total customer satisfaction and maximum customer delight. Help to focus on customer needs so as to add value and offer benefits to the customer. To identify new customer, new market segments and new application for existing products.
CUSTOMER FOCUS
Many companies today have a customer focus (or customer orientation). This implies that the company focuses its activities and product on
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customer demands generally there are three ways of doing this: the customer driven approach, the sense of identifying market changes and the product innovation approach. A formal approach to this customer-focused marketing is known as SIVA (solution, information, value, access). This system is basically the four Ps renamed and reworded to provides a customer focus. The SIVA model provide a demand/ customer centric version alternative to the well known 4Ps supply side model (product, promotion, prices, place) of marketing management. PRODUCT
- SOLUTION - VALUE - ACCESS
PROMOTION - INFORMATION PRICE PLACE
GOALS
Attract new customer by promising superior value keep and grow current customer by delivering satisfaction marketing tends to be seen as a creative industry, which includes advertising, distribution and selling it is also concerned with anticipating the customer future needs and wants, often though market research essentially marketing is the process of creating or reorganizing an organization to be successful in selling a product or services that people not only desire, but are willing to buy.
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PRODCUT FOCUS
In a product innovation approach, the company pursues product innovation, and then tries to develop a market for the product. Product innovation drives the process and marketing research is conducted primarily to ensure that a profitable market segment(s) exists for the innovation. When pursuing a product innovation approach, marketers must ensure that they have a varied and multitiered approach to product innovation. . Many firms, such as research and development focused companies, successfully focus on product innovation. Some even question whether it is marketing DIFFUSION WITH
OF INNOVATIONS RESEARCH EXPLORES HOW AND WHY PEOPLE
ADOPT NEW PRODUCTS, SERVICES AND IDEAS. CONSUMERS' ERODING ATTENTION SPAN AND WILLINGNESS TO GIVE
TIME TO ADVERTISING MESSAGES, MARKETERS ARE TURNING TO FORMS OF
PERMISSION MARKETING SUCH AS BRANDED CONTENT, CUSTOM MEDIA AND REALITY MARKETING. A
RELATIVELY NEW FORM OF MARKETING USES THE
INTERNET
AND IS
CALLED INTERNET MARKETING OR MORE GENERALLY E-MARKETING, AFFILIATE MARKETING, DESKTOP ADVERTISING OR ONLINE MARKETING.
IT
TARGETS ITS AUDIENCE MORE PRECISELY, AND IS SOMETIMES CALLED PERSONALIZED MARKETING OR ONE-TO-ONE MARKETING.
CUSTOMER RELATIONSHIP MANAGEMENT

In order to overcome the challenges faced as they attempt cultivate and manage customers many marketers have turned to a business concept known as Customer Relationship Management (CRM). CRM is a strategic approach
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whose goal is to get everyone in an organization, not just the marketer, to recognize the importance of customers. This is accomplished in part by
ensuring that a customer receives accurate information and has a consistent and satisfying experience every time he/she interacts with a company. While CRM is generally used to manage Existing Customers, it also has application for other customer groups. This is often possible due to the amount
of information that is obtained and subsequently retained when Former Customers were considered Existing Customers. Additionally, CRM can serve an integral role in helping to locate Potential Customer. But while maintaining close and consistent relationships with customers through all contact points makes good business sense, accomplishing this has often been a challenge. So while CRM is now widely adopted and is becoming an essential tool for most business organizations AIDA: AIDA
IS THE ORIGINAL SALES TRAINING ACRONYM, FROM THE LATE
1950'S,
WHEN SELLING WAS FIRST TREATED AS A PROFESSIONAL DISCIPLINE, AND SALES TRAINING BEGAN.
AIDA
IS EVEN MORE RELEVANT TODAY.
IF
YOU
REMEMBER JUST ONE SALES OR SELLING MODEL, REMEMBER CALLED THE
AIDA. OFTEN
'HIERARCHY OF EFFECTS', AIDA DESCRIBES THE BASIC PROCESS
BY WHICH PEOPLE BECOME MOTIVATED TO ACT ON EXTERNAL STIMULUS, INCLUDING THE WAY THAT SUCCESSFUL SELLING HAPPENS AND SALES ARE MADE.
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VALUE AND SATISFACTION

The product or offering will be successful if it delivers value and satisfaction to the target buyers. The buyer chooses between different offerings on the basis of which is perceived to deliver the most value. We define value as a ratio between what the customer gets and what he gives. The consumer gets benefits and assumes cost. The benefits, the cost includes monetary cost, time cost, energy cost and psychic cost.
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RESEARCH METHODOLOGY
TITLE OF THE STUDY Evaluation of Consumer Satisfaction on Docomo 3G (Arva Communication)
STATEMENT OF THE PROBLEM

A Research problem in general refers to the difficulty, which a researcher experiences in the context of either a theoretical or practical situations and wants to obtain a solution for the same. It is rightly said that a problem clearly stated is a problem half solved. Thus defining research problems properly is a prerequisite for any study and a step of highest importance.
SCOPE OF THE STUDY

The study is exclusively conducted to gather information about the Consumer Satisfaction. The study is confined to the city of Bangalore, as it is the fastest growing city in India and represents a huge market for tele-communication with increasing literacy rate and corporate people are spending more percentage of income on refreshments. The respondents chosen were a mix of sex, ages, occupation, household & students from various parts of Bangalore city.
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OBJECTIVES:
1) To study the various factors & influence Customers to choose Docomo over other Service providers which effect the selection of network providers 2) To know about different services of Docomocompared to other service providers and Satisfaction of the Consumer. 3) To study the customers attitudes towards Docomo and its Services. 4) To study customers attitude about pricing strategies and tariff plans. 5)To study the most effective media in advertising Docomos Services.
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METHODS OF DATA COLLECTION:

Detailed customer studies are required for determining the size of the market and to understand the influence of quality, price and other trends like pre & post purchase attitudes etc., the survey method has been adopted for data collections, and drafted questionnaire was prepared pretested and finalized. Direct interview method or survey research approach has been adopted. Our target populations for this research from which the data are to be gathered are carefully chosen. Here in our research a population is an aggregation of elements. Out of two available designs we have chosen the probability sample that is simple random sampling it is precisely defined system that permits no arbitrary or biased selection .
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Industry profile
36
The Tata group comprises over 90 operating companies in seven business sectors: communications and information technology, engineering, materials, services, energy, consumer products and chemicals. The group has operations in more than 80 countries across six continents, and its companies export products and services to 85 countries. The total revenue of Tata companies, taken together, was $67.4 billion (around Rs319,534 crore) in 2009-10, with 57 per cent of this coming from business outside India. Tata companies employ around 395,000 people worldwide. The Tata name has been respected in India for 140 years for its adherence to strong values and business ethics. Every Tata company or enterprise operates independently. Each of these companies has its own board of directors and shareholders, to whom it is answerable. There are 28 publicly listed Tata enterprises and they have a combined market capitalisation of about $95.45 billion (as on February 24, 2011), and a shareholder base of 3.5 million. The major Tata companies are Tata Steel, Tata Motors, Tata Consultancy Services (TCS), Tata Power, Tata Chemicals, Tata Global Beverages, Indian Hotels and Tata Communications. Tata Steel became the tenth-largest steel maker in the world after it acquired Corus, later renamed Tata Steel Europe. Tata Motors is among the top five commercial vehicle manufacturers in the world and has recently acquired Jaguar and Land Rover. TCS is a leading global software company, with delivery centres in the US, UK, Hungary, Brazil, Uruguay and China, besides India. Tata Global Beverages is the secondlargest player in tea in the world. Tata Chemicals is the worlds second largest manufacturer of soda ash and Tata Communications is one of the worlds largest wholesale voice carriers. In tandem with the increasing international footprint of Tata companies, the Tata brand is also gaining international recognition. Brand Finance, a UK-based consultancy firm, recently valued the Tata brand at $11.22 billion and ranked it 65th among the world's Top 100 brands. Business Week magazine ranked Tata 17th among the '50 Most Innovative Companies' list and the Reputation Institute, USA, in 2009 rated it 11th on its list of world's most reputable companies. Founded by Jamsetji Tata in 1868, Tatas early years were inspired by the
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spirit of nationalism. It pioneered several industries of national importance in India: steel, power, hospitality and airlines. In more recent times, its pioneering spirit has been showcased by companies such as TCS, Indias first software company, and Tata Motors, which made Indias first indigenously developed car, the Indica, in 1998 and recently unveiled the worlds lowest-cost car, the Tata Nano. Tata companies have always believed in returning wealth to the society they serve. Two-thirds of the equity of Tata Sons, the Tata promoter company, is held by philanthropic trusts that have created national institutions for science and technology, medical research, social studies and the performing arts. The trusts also provide aid and assistance to nongovernment organisations working in the areas of education, healthcare and livelihoods. Tata companies also extend social welfare activities to communities around their industrial units. The combined developmentrelated expenditure of the trusts and the companies amounts to around 4 per cent of the net profits of all the Tata companies taken together. Going forward, Tata is focusing on new technologies and innovation to drive its business in India and internationally. The Nano car is one example, as is the Eka supercomputer (developed by another Tata company), which in 2008 was ranked the worlds fourth fastest. Anchored in India and wedded to traditional values and strong ethics, Tata companies are building multinational businesses that will achieve growth through excellence and innovation, while balancing the interests of shareholders, employees and civil society. Archives play a pivotal role in preserving the history of any organisation. The idea of establishing a storehouse of Tata records was originally conceived by JRD Tata: while assigning the task of penning the groups history to mark the centenary celebrations of Jamsetji Nusserwanji Tatas first venture the Empress Mills in Nagpur JRD felt the lacuna of not having a central repository of records. Tata Central Archives (TCA) was launched by JRD Tata in Bombay (now Mumbai) in January of 1991; it became a division of Tata Services in 1997. In 2001, the archives moved to Pune. Housed in the lush green precincts of Tata Management Training Centre, TCA was formally inaugurated by Ratan Tata, Chairman, Tata Sons, on February 13, 2001.
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TCA is responsible for preserving the rich history of the Tata group for future generations. It is a goldmine of information, a repository of important documents correspondence, photographs, awards, trophies, medals, citations, paintings, video and audio clips, etc amongst other material that relate to the genesis as well as development of the Tata organisation and its manifold activities. Apart from Tata history, the archives also hold a sizeable number of documents on Indian industrialisation and correspondence with national leaders such as Dadabhai Naoroji and Mahatma Gandhi. This material is of tremendous use to researchers and historians who are able to view preserved records from a number of years past. For instance, the oldest documents in the archives are the annual reports of Jamsetji Tatas first venture, the Central India Weaving and Manufacturing Company, dating back to 1875. TCA has developed significant expertise in the restoration and preservation of old records. This is a challenge faced by several large businesses and archival institutions that need to develop in-house processes to take care of archival material that includes paper, leather bindings, photographs, paintings, etc with historical, sentimental, financial or legal value. One of the services that TCA offers is workshops and training programmes on this topic. One of TCAs main aims is to provide an insight into the groups history right from its inception and to appreciate the quality of the people who shaped it. The archives not only provide employees with an insight into the history and tradition of their organisation but also serve as a central point of information for researchers and students. The records of Jamsetji N Tata and JRD Tata hold a place of pride in these archives. The exhibition hall displays the life of Jamsetji Nusserwanji Tata (1839-1904), founder of the house of Tata with a special focus on his industrial ventures and philanthropic work. The display has been categorised into several sections that include the Tata family, phases of Jamsetjis life, three textile mills, Esplanade House, Indian Institute of Science, Tata Iron and Steel Company, Taj Mahal Hotel and the Tata Electric Companies.
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Another interesting offering is the exact replication of JRD Tatas Mumbai office and display of his medals such as the Bharat Ratna, UN Population award and the Padma Vibhushan. Other important exhibits include the original agreement of the JN Tata Endowment scholarship awarded to KR Narayanan, former President of India and memorabilia like the chairs used by Jamsetji Tata. Restored photographs and relevant documents enhance the depth of each section. TCA has brought together scattered records that were under the custody of various offices of the Tata companies. Some of the records date back to the early years of the last century. The documents are first fumigated and then laminated for special protection. To keep pace with the rapid changes taking place in the field of information technology, TCA has initiated the computerisation of its reference material. Important and much-thumbed records are entered into computers and also microfilmed. The carton boxes used to keep the documents are made to order and termite-proof. History lies treasured in these carefully preserved files at the archives.
M e r g e r s a n d a c t n s
Given below is a list of the various companies that have been merged with or have been acquired by Tata companies. For a year-wise
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listing Tata company Indian Hotels Acquired company Countr Stake Value y acquired $58 million $170 million $29 million Year April 2007 Novem ber 2006 Decem ber 2005 July 2005 Septem ber 2002
Campton US Place Hotel RitzCarlton hotel Starwood group (W Hotel) The Pierre Regent Hotel (renamed Taj Lands End) US
Sydney 100 per cent (whollyowned) US India
$9 million Lease of property Effective Rs450 100 per crore cent stake
Rallis India Metahelix Life (through Sciences Tata Chemicals) Tata Autocomp Systems Tata Chemicals Wndsch Weidinger
India
53.5 per cent
Rs99.5 crore
Decem ber 2010 Septem ber 2005
German y 100 per cent (whollyowned)
Euro7 million
British Salt UK
93 Decem million ber (approxim 2010 ately Rs650 crore)

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General Chemical Industrial Products Brunner Mond
US
100 per cent stake
Januar y 2008
UK
63.5 per cent 36.5 per cent
Rs508 crore Rs290 crore $38 million (Rs166 crore)
Decem ber 2005 March 2006 March 2005
Indo Maroc Morocc Equal Phosphore o partner SA (IMACID) Hind Lever India Chemicals Tata Communic ations (formerly VSNL) BT Group's UK (BT) Mosaic business Neotel South Africa Amalgam ation 100 per cent
June 2004 0.5 million Januar y 2010
30 per cent 50 per cent equity interest $33 million
Januar y 2009
China Enterprise Communic China ations Limited (CEC) Transtel Telecoms (TT) South Africa
June 2008
April 2007 Septem

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Tata Power India
Broadband Teleglobe US Internationa l Tyco Global Network Dishnet DSL's ISP division Gemplex Citigroup Tata Consultanc Global y Services Services Tata Infotech Comicrom US
ber 2005 July 2005 Novem ber 2004 March 2004 July 2003 100 per cent $512 million Decem ber 2008 Februa ry 2006 Novem ber 2005 Structured deal Octobe r 2005 Octobe r 2005 March 2004
India
US US
India Chile
Pearl Group Financial Network Services Phoenix Global Solutions
UK Australi a India
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Aviation India Software Developme nt Consultanc y India (ASDC) Airline India Financial Support Services India (AFS) Russia Tata Global Grand Beverages (Formerly Vitax and Tata Tea Flosana Poland Limited) trademarks Joekels Tea South Packers Africa Eight O' Clock Coffee Company JEMCA US 33.2 per cent
March 2004
Januar y 2004
March 2009 April 2007
Africa 33.3 per cent 100 per cent (whollyowned)
GBP0.91 million $220 million (Rs1015 crore)
Septem ber 2006 June 2006
Czech Assets: GBP11.60 May Republi intangible million 2006 c and tangible 100 per cent (whollyowned) 100 per $31 million Octobe r 2005
Good Earth US Corporation & FMali Herb Inc Tetley UK
GBP271
Februa
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group
cent (whollyowned) <30 per cent
million
ry 2000 July 2005
Tata Industries
Indigene US Pharmaceut icals Inc
Tertia Tata Interactive Edusoft Gmbh
German 90 per y cent
Januar y 2006
Tertia Switzerl 90.38 per Edusoft AG and cent Bachi India Tata Internation Shoes India al Euro Shoe India Component s Tata Metaliks Usha Ispat, India Redi Unit 76 per cent 76 per cent 100 per cent (whollyowned) Remainin g 79 per cent Rs115 crore Decem ber 2010 Decem ber 2010 Januar y 2006
Tata Motors
Hispano Carrocera SA
Spain
Octobe r 2009 $2.3 March billion 2008 (approxim ately)
Jaguar and UK Land Rover brands Tata Finance India Merger
April 2005
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Hispano Carrocera
Spain
21 per cent
Euro12 million (Rs70 crore) KRW120 billion ($102 million, Rs465 crore)
Februa ry 2005 March 2004
Daewoo Korea Commercia l Vehicle Company Tata Motors European Technical Centre plc Miljbil US Grenland / Innovasjon
100 per cent (whollyowned)
50.3 per cent
Kroner 12 Octobe million r 2008 (Rs9.40 crore) $37.5 million Septem ber 2008 April 2007
Tata Power Geodynami Australi 10 per cs a cent Acquired Coastal Gujarat Power India
PT Kaltim Indones 30 per Prima Coal ia cent and equity PT Arutmin stake Indonesia Tata Projects Tata Steel Artson India Engineerin g Rawmet Industries Corus India UK 100 per Rs101 crore
June 2007
Januar y 2008 March 2007 Januar

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cent Millenium Steel Thailan 67.11 per $167 d cent million (Baht6.5 billion) Singapo 100 per re cent (whollyowned) S$468.10 million
y 2007 April 2006
NatSteel Asia
Februa ry 2005 Februa ry 2002 Novem ber 2001
Tata Sons
Tata India Communic ations
Computer India Tata Sons throug Maintenanc h TCS e Corporation (CMC) INCAT UK Tata Technologie Internationa l s Hughes Tata Teleservices Telecom (India) India 50.83 per Rs858.83 cent crore 79 per cent 60 per cent
August 2005 Decem ber 2002 March 2008 March 2008
Serviplem Spain Telco Constructio SA n Equipment Lebrero SA Spain Company (Telcon) Trent Landmark India
76 per cent
$24.09 August million 2005 (Rs103.60

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crore) TRF Hewitt UK Robins Internationa l Dutch Sri Lanka Lanka Trailer Manufactur ers 51 per cent 3 million April 2010
$8.67 million
July 2009
York Singapo 51 per Transport re cent stake Equipment (Asia) Voltas Rohini Industrial Electricals India 51 per cent
Octobe r 2007
Rs62 crore August 2008
Company profile
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TATA DoCoMo, usually referred to as DoCoMo (not to be confused with NTT Docomo), is a Tata Teleservices Limited (TTSL) owned cellular service provider on the GSM platform-arising out of theTata Group's strategic joint venture with Japanese telecom giant NTT Docomo in November 2008. Tata Teleservices received a pan-India license to operate GSM telecom services, under the brand "TATA DoCoMo". Tata Docomo launched GSM services on 24 June 2009. It first launched in South India and currently operates in 18 of 23 telecom circles.[1] Tata Teleservices is the country's fourth largest operator in terms of wireless subscribers (including both CDMA and GSM), after Bharti Airtel, Reliance Communications and Vodafone.[2] Tata DOCOMO offers both prepaid and postpaid GSM cellular phone in 18 circles. It has become very popular with its one second pulse especially in semiurban and rural areas. They are launching their service from the south of India to central, east and north. Tata DOCOMO had about 42.34 million users at the end of December 2010.[3] On 5 November 2010, Tata DOCOMO became the first private sector telecom company to launch 3G services in India .
3G On 19 May 2010, the 3G spectrum auction in India ended. Tata Docomo paid 5864.29 crores for spectrum in 9 circles. The circles it will provide 3G in are Gujarat, Haryana, Karnataka, Kerala, Madhya Pradesh & Chhattisgarh, Maharashtra(excluding Mumbai), Punjab, Rajasthan an d Uttar Pradesh (east) & Uttarakhand Apalya Technologies, has been selected by Tata Docomo as their exclusive partners for providing mobile TV services on 3G platform across India. Apalya's technology will be used to provide high quality mobile TV services on Tata Docomo's 3G platform enabling subscribers to view television channels at a higher resolution and speed
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On 5 November 2010, Tata DOCOMO became the first private sector telecom company (third overall) to launch 3G services in India. The company will be investing USD 500 million in network roll out nationally. On January 9, 2011, it was reported by an industry source that Docomo and Aircel agreed to jointly roll out 3G networks in the areas where they both have spectrum. This would be one of the first deals of network sharing in the Indian market. Nokia Siemens Networks is carrying out a pilot for Tata Docomo and Aircel in the state of Punjab. In the spectrum auction held last year, Aircel won 3G spectrum in 13 of India's 22 circles (service areas), while Tata was awarded 3G licenses in nine circles. This deal would give both companies 3G coverage in 19 telecom circles of India. The will not have coverage on 3 circles - Delhi, Himachal Pradesh and Mumbai. The companies have three circles in common - Karnataka, Kerala and Punjab.Tata Docomo's HSPA+ 3G network, set up with the assistance of NTT Docomo, supports high-speed internet access with speeds of up to 21.1 Mbps. The network also supports high definition voice for superior quality voice calls.[7] 3G Coverage Tata DOCOMOs 3G service is currently available in the following cities in 9 telecom circles[8]: Ambala, Bahadurgarh, Bhiwani, Jind, Karnal, Panipat, Pinjore, Sonipat, Thanesa r, Yamunanagar Karnataka Bangalore, Belgaum, HubliDharwad, Mangalore, Manipal, Mysore, Shimoga, Udupi. Kerala Kochi/Ernakulam, Thiruvananthapuram,Kollam Madhya Pradesh Bhopal, Indore, Jabalpur, Gwalior Maharashtra Kolhapur, Latur, Nagpur, Pune, Shirdi, Palghar, Boisar, Saphale, Virar, Vasai. Punjab
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Abohar, Adampur, Barnala, Batala, Bhatinda, Chandigarh, Fazilka, Gobindgarh, Gurdaspur, Hoshiarpur, Jalandhar, Kapurthala, Kotkapura, Malerkotla, Mandi, Moga, Mohali, Muktsar, Panchkula, Patiala, Phagwara, Rajpura, Sangrur Rajasthan Alwar, Kota, Udaipur Uttar Pradesh (West) Western Uttar Pradesh Aligarh, Hapur, Mathura, Moradabad, Meerut, Modinagar, Muzaffarnagar, Ram pur, Saharanpur, Uttarakhand Dehradun, Haridwar, Roorkee
KEY DEVELOPMENTS FOR TATA DOCOMO LTD. Tata DoCoMo Ltd Launches its 3G Services in Hubli, Dharward and Belgaum 01/24/2011 Tata DoCoMo Ltd. has launched its 3G services in Hubli, Dharward and Belgaum. Tata DOCOMO's HSPA+ 3G Network supports high-speed Internet access with speeds of up to 21.1 Mbps. Tata DoCoMo Ltd. Launches 3G Services in Maharashtra Circle 11/22/2010 Tata DoCoMo Ltd. formally launched its 3G services. The 3G network, set up with assistance of NTT Docomo, supports high speed internet access with speed up to 21.1 mbps and also supports High-Definition voice (HD voice) for a superior voice experience on calls. 3G is next generation of mobility with its better voice clarity, fewer call drops and high speed internet, the impact is likely to have on consumers lives is much greater. The company also announced attractive and innovative plans like small screen plan and large screen plan, for consumer to upgrade to 3G life. The plan option are ranging from INR 750 to INR 200 offering 750 to 5,000 free call minutes.
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Tata DoCoMo Ltd. Launches 3G Services in Rajasthan 11/9/2010 Tata DoCoMo Ltd. launched its 3G services on mobile phones in Rajasthan telecom circle. The company said that 3G services will enable richer communication through video calls and SMSes will add the advantage of adding mobility to the power of the internet, and will enable millions to start accessing the true power of the internet. The introductory service portfolio includes applications like video-SMS, video-streaming, mobile television, ultra-highspeed data transfer, route-finder, live Aarti and much more. Tata DOCOMO's HSPA+3G network, set up with the assistance of NTT DOCOMO, supports high speed internet access with speeds of up to 21.1 Mbps. The network also supports High-Definition voice (HD Voice) for a superior voice experience on calls. The company also announced plans on 3G data services on mobile phones and dongles. The voice plans are competitively priced and as an invitational offer, all purchases and recharges of 3G services done before December 31, 2010 will get an additional 100 MB of free data per month for the first two months. This is designed to help the consumer discover the 3G services that are relevant and use for the customer at no extra cost.
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53
DATA AND ANALYSIS
AGE
No. of percentage Respondents 15 24 4 4 3 50 30 48 8 8 6 100
18-25 26-30 31-35 36-40 Above 40 Total
100 90 80 70 60 50 40 30 20 10 0 18-25 26-30 31-35 36-40 Above 40 Total No. of Respondents percentage No. of Respondents percentage
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Table representing the age group of the respondents Analysis: Among the 50 respondents, 30% respondents are of the age group of 18 25, 56% respondents are of the age of 26 30, 8% of the respondents each in the age group of 31 35 & 36 40, 6% of the respondents are above 40 years of age.
Graph representing the age group of the respondents
100 90 80 70 60 50 40 30 20 10 0 18-25 26-30 31-35 36-40 Above 40 Total No. of Respondents percentage
Interpretation: Maximum of 48% of respondents are of the age group of 26 30 years
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Table representing the gender Gender Male Female Total No. of Respondednts 27 23 50 Percentage 54 46 100
Analysis: According to the above table 54% of respondents are male & 46% of the respondents are female. Graph representing the gender of the respondents
100 90 80 70 60 50 40 30 20 10 0 No. of Respondednts Percentage Female Male
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According to the below graph, maximum of 54% of the respondents are male.Table representing the profession
Particulars
No. of respondents
Percentage
Businessman
Self employed professional
Shop owner/ petty trader
14
Student
18
36
Executive
15
30
Supervisor
Management level
Others
Total
50
100
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Analysis: according to the table above, 6% of the respondents are businessman, 4% are self employed, 14% are shop owners/petty traders, 36% are students, 30% are executives, 2% are supervisory level employees, 6% are management level employees & 2% belong to other proffesion
40 35 30 25 20 15 10 5 0 No. of respondents Percentage
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Study on Consumer Satisfaction on Docomos 3G. According to the graph, the maximum number of respondents are studentTable representing mothly household income Particulars No. of respondents 5 24 12 6 3 0 50 Percentage 10 48 24 12 6 0 100
Below Rs.15000 Rs.15000 Rs.20000, Rs.20000 Rs.30000, Rs.30000-Rs.40000, Rs.40000- Rs.50000, Above Rs.50000
Total
50 45 40 35 30 25 20 15 10 5 0 No. of respondents Percentage
According to the graph the majority of 48% of the respondents have the monthly household income of Rs.15000-Rs.20000
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Table representing the mobile connection users Particulars Yes No Total No. of respondents 50 0 50 Percentage 100 0 50
According to the table 100% of the respondents are mobile connection users, against 0% of non user
100 90 80 70 60 50 40 30 20 10 0 No. of respondents Percentage Yes No
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According to the graph, all the respondents are mobile connection users Table representing the mobile connection used
Particulars Aircel Airtel BSNL IDEA Reliance Tata DOCOMO Virgin Mobiles Vodafone Total
No. of respondents 6 9 1 4 2 8 1 19 50
Percentage 12 18 2 8 4 16 2 38 100
According to the table 12% of the respondents are Aircel users, 18% Airtel users, 2% are BSNL users, 8% of them are Idea users, 4% of them are Reliance users, 16% of them are Tata DOCOMO users, 2% of them are Virgin Mobile users, 38% of them are Vodafone users
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40 35 30 25 20 15 10 5 0 No. of respondents Percentage
According to the graph, majority of the respondents i.e 38% of them use Vodafone
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Table representing the monthly expenditure on mobile connection Particulars Below Rs.500 Above Rs.500 1000 1500 1500 2000 Above 2000 Total No. of Respondents 10 28 5 4 3 50 Percentage 20 56 10 8 6 100
According to the table 20% of them spend below Rs.500 0n mobile connection, 56% of then above Rs.500, 105 of them Rs.1000 Rs.1500, 85 of them Rs.1500 Rs.2000, 6% of them above Rs.2000
90 80 70 60 50 40 30 20 10 0 Below Rs.500 Above Rs.500 1000 1500 1500 2000 Above 2000 Percentage No. of Respondents
According to the graph majority of 56% of the respondents spend above Rs.500 on their mobile connection.
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Table showing the 3G Satisfaction o f the respondents Particulars Yes No Total No of respondents 50 0 50 Percentage 100 0 100
According to the table 100% of the respondents are Satisfied by 3G Technology
100 90 80 70 60 50 40 30 20 10 0 No. of respondents Percentage Yes No
According to the graph all the respondents are Satisfied by 3G.
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Table showing the response in the previous table is yes, then which brand of 3G operators comes 1st to the mind of respondents Particular Aircel Airtel BSNL Idea Reliance Tata DOCOMO Vodafone Total No. of respondents 4 21 3 4 0 16 2 50 Percentage 8 42 6 8 0 32 4 100
According to the table 8% of the respondents say Aircel comes to the mind 1st when they are asked about 3G, 42% say its Airtel, 6% say its BSNL, 8% say its Idea, 0% reliance, 32% DOCOMO, 4% say its Vodafone.
No. of respondents
Aircel Airtel BSNL Idea Reliance Tata DOCOMO Vodafone
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According to the graph majority of 42% of the respondents agree that Airtel brand comes to the mind 1st when 3G is stated Table showing the awareness of the respondents about DOCOMO 3G. Particulars Yes No Total No. of respondents 50 0 50 Percentage 100 100
According to the table 100% of the respondents are Satisfied DOCOMO 3G.
100 90 80 70 60 50 40 30 20 10 0 No. of respondents Percentage
Yes No No
Yes
According to the graph all the respondents are Satisfied by DOCOMO 3G.
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Table showing how the respondents got to know about DOCOMO 3G Particulars Television Radio Newspapers/ Magazines Hoardings Friends & collegues Total No. of respondents 28 5 12 4 0 50 Percentage 56 10 24 8 0 100
According to the table 56% of the respondents became aware of DOCOMO 3G through Television, 10% through Radio, 24% through Newspapers & Magazines, 8% through Hoardings.
100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Television Radio Newspapers/ Magazines Hoardings Friends & collegues Percentage No. of respondents
According to the graph majority of 56% of the respondents became aware of DOCOMO 3G through Television
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Table showing if the respondents recall any ads of DOCOMO 3G Particulars Yes Maybe No Total No. of respondents 36 12 2 50 Percentage 72 24 4 100
According to the table 72% of the respondents recall the ads of DOCOMO 3G, 12% of them are not sure of recalling the ads, 4% however do not recall the ads.
No
No. of respondents Maybe Percentage
Yes
20
40
60
80
100
120
According to 72% of the respondents recall the advertisements of DOCOMO 3G.
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Table showing if the respondents have replied yes in the previous table where do they recall seeing the DOCOMO 3G ad. Particulars Television Hoarding Mall Retail store Newspaper/Magazine Total No of respondents 17 4 1 5 9 36 Percentage 47.22 11.11 2.77 13.88 25 100
According to the table 47.22% of the respondents recall seeing the ad on TV, 11.11% on the hoardings, 2.77% at the malls, 13.88% at a retail store, 25% on newspapers/ magazines.
Newspaper/Magazine
Retail store Percentage No of respondents Hoarding
Mall
Television 0 10 20 30 40 50
According to the graph majority of 47.22% of the respondents recall seeing the DOCOMO 3G ad on the television
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Table showing if the people know the who is the brand ambassador of DOCOMO 3G. Particulars Some Model Some Actor/Actress Sportsperson Dont know Dont have one Total No of respondents 11 8 2 13 16 50 Percentage 22 16 4 26 32 100
According to the table 22% of the respondents say some model is the brand ambassador of DOCOMO 3G, 16% say its some actor/ actress, 4% say its a sports person, 26% of them dont know, 32% say it doesnt have a brand ambassador, Graph: Graph representing if the people know the who is the brand ambassador of DOCOMO 3G.
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Dont have one
Dont know
Sportsperson
Percentage No of respondents
Some Actor/Actress
Some Model
10
15
20
25
30
35
According to the graph 32% of the respondents agree that DOCOMO 3G has no brand ambassador
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Table showing response of the respondents to the question that does ads play important role in creating awareness of the product. Particulars Yes, very much To an extent May or may not Not so much Not at all Total No of respondents 24 6 7 3 10 50 Percentage 48 12 14 6 20 100
According to the table, which shows response of the respondents to the question that does ads play important role in creating awareness of the product, 48% of the respondents say it plays a very impotant role, 12% agree to an extent, 14% say it may or may not play a important role, 6% say not so much & 205 say it not at all plays an important role
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GRAPH: Graph representing response of the respondents to the question that does ads play important role in creating awareness of the product
Not at all
Not so much
May or may not
Percentage No of respondents
To an extent
Yes, very much 0 10 20 30 40 50
According to the graph, the majority of 48% of the respondents agree very much that, ads play important role in creating awareness of the product
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Table showing if the DOCOMO 3G ads are effective enough to create awareness about it to the masses
Particulars Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Total
No of respondents 6 12 9 19 4 50
Percentage 12 24 18 38 8 100
Analysis: according to the table 12% of the respondents strongly agree, 24% agree, 18% neither agree nor disagree, 38% disagree & 8% strongly disagree that DOCOMO 3G ads are effective enough to create awareness about it to the masses
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Graph: Graph representing if the DOCOMO 3G ads made them satisfied to get the connection.
Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree
Interpretation: according to the graph, majority of 24% agree that DOCOMO 3G made them satisfied to get the connection.
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Table showing what comes to the respondents mind when they hear the name DOCOMO Particulars Exclusively for present generation Low tariffs Innovative schemes Associated with a popular brand New brand Not a reliable brand Nothing Total No of respondents 7 18 2 0 9 9 5 50 Percentage 14 36 4 0 18 18 10 100
Analysis: According to the table, 14% of the respondents say name DOCOMO reminds them that its exclusively for present generation, 36% agree its low tariffs, 4% say its their innovative schemes that comes to the mind, 18% say its the new brand, 18% say its not areliable brand & 10% say nothing comes to the mind when they when the hear the brand name DOCOMO.
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40 35 30 25 20 15 10 5 0
No of respondents Percentage
Interpretation: according to the graph majority of 36% of the respondents agree when they hear the brand DOCOMO low tariffs comes to their mind
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Table showing the responses on whom does the respondents think is a target customer of DOCOMO 3G Particulars Youths Professionals Businessmans Others Total No of respondents 22 15 13 0 50 Percentage 44 30 26 0 100
Analysis: According to the analysis, 44% of the respondents say that the target customer of DOCOMO 3G are youths, 30% say its for professionals, whereas 26% agree that the target customers are businessmen. Graph: Graph representing the responses on whom does the respondents think is a target customer of DOCOMO 3G
Others
Businessmans Percentage No of respondents Professionals
Youths
10
20
30
40
50
Interpretation: according to the analysis & graph the majority of the respondents are of the opinion that the target customers of DOCOMO 3G are the youths.
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Table showing the impact of DOCOMO 3G ads on the respondents Particulars No of respondents Percentage 4 14 32
Has influenced me to buy 2 it Ill consider buying in future It didnt influence me much, I may or may not buy it Just like the ad I will not buy it No it hasnt influenced me Dont know /cant say Total 7 16
3 5 9 8 50
6 10 18 16 100
Analysis: According to the analysis, DOCOMO 3G ads have influenced 4% of the respondents to buy it, 14% would consider buying it in the future, 32% of them are not very much influenced, they may or may not buy it, 6% of them jus like the advertrisement, 10% of them will not buy it, it hasnt influenced 18% of the respondents, 16% of them are unsure of any influence on them or not
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Graph: Graph representing the impact of DOCOMO 3G ads on the respondents

35 30 25 20 15 10 5 0 No of respondents Percentage
Interpretation: Based on the analysis & the graph, 32% of the respondents says the DOCOMO 3G ad didnt influence much & they may or may not buy it in future
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Table showing if the respondents are Satisfiedby various features of DOCOMO 3G. Particulars Yes No Maybe Total No of respondents 9 33 8 50 Percentage 18 66 16 100
Analysis: According to the table 18% of the respondents are Satisfiedby various features of DOCOMO 3G, against 66% who are not aware & 16% of them might or might be aware. Graph: Graph representing if the respondents are aware of the various features of DOCOMO 3G.
70 60 50 40 30 20 10 0 Yes No Maybe
No of respondents Percentage Percentage No of respondents
Interpretation: According to the analysis & above graph majority of 66% of the respondents are not aware of the various features of DOCOMO 3G.
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SUGGESTIONS:
The company should introduce cost effective range of plans The company should concentrate on advertisement to increase the sales. The company should upgrade the handling of the outlets The company should come out with innovative ideas to get the good Network The company should expand their distribution channel by adding more number of authorized dealers. The company should expand their authorized service center Fluctuations are good sign to the company because the risk is taking after knowing the competition in the market so Docomo 3G has to maintain the same method of combined leverage. Decrease in sales is not a good signed to the company so the company has to adopt aggressive sales policy through sales promotion activity to increase sales as well as earning capacity. The Company should keep a Complaint box to the opinion whether the Cosumer is Satisfied by the Service or not.
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FINDINGS
It is inferred that sample is mostly bias towards adults and middle age respondents. It is analyzed that most of the respondents are Graduate. It can be inferred that most of the respondents fall under the income group less than Rs. 20,000. It can be analyzed that most of the respondents came to know from Person to Person communication. It is observed that the best way of advertising Docomo 3G from Television It is inferred that major city Docomo is having good market in Bangalore. It is inferred that Youth are most satisfied with the network of Docomo. It is inferred that most of the respondents feedback is Excellent towards Docomo 3G It is inferred that most selling connection is Docomo 3G. It is inferred that the best criteria to select the distributor is after sale service. It is inferred that monthly sale of Docomo 3G is 200-300. It is inferred that number of years worked in Arva communication is 510years It is inferred that more are satisfied with their work in Arva communication.
It is inferred that most customer attitude towards Docomo 3G is Excellent.
It is inferred that respondents are Satisfied by 3G services of Docomo.
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SUMMARIES, CONCLUSION& LIMITATION
The main objective of this project was to make a comparative study between Docomo 3G and network providers. During the course of this project, I learned that, Docomo is one of the most used connection. Further more, the price was the main factor of the customer. They wanted Docomo to come out with a new plan that has more features. It has to have a good connectivity and network. The various recommendation and suggestion that can of use to Docomo have already been discussed earlier. The markets for Docomo 3G will always exist and will continue to grow as long there people purchase a 3g connection, which has good connectivity and network. So that they can use this service happily. Thus, there is a lot of scope for improvement for Docomo 3G both in terms of market share as well as profit margins. I personally learnt quite a few things during the course of this project. Firstly, I got work for a few days with a very prestigious company and got an inside picture of how things are done in the work place. Secondly, during the survey I met many professionals and intellectuals, which was very fruitful in terms of gaining knowledge about the industry as a whole. Thus, the overall experience was memorable.
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LIMITATION
Wanted to show the complete graphical representation. Wanted to show the managerial level in order wise. Company social objectives towards society. Wanted to predict the future sales of the company. Wanted to show the distribution outlets throughout India. Wanted to show the research data of the company Docomo throughout the world.
Wanted to show Arva communications relationship with the company

Tata Docomo
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Convenience sampling
Sampling method where the items that are most conveniently available are selected as part of the sample. It is not appropriate to apply statistical analysis to samples selected in this manner.
Questionnaires and interviewing schedule

It is the tool used to collect primary data. The questionnaire consists of 15 questions. The questions have been framed after analyzing the various factors that record customers satisfaction for which the respondents would feel free and easy to answer. The questionnaires are either directly given to the respondents of the questions is communicated and time is given to the respondents to answer them. Questionnaires were prepared keeping in the view of the objectives. 50 respondents were selected randomly and questionnaires are filled that contains questions relating to the problem. The information or raw data is tabulated, analyzed and interpreted; conclusions are then drawn on this basis. Graphs have been drawn on the basis of percentage. Secondary Data are also collected to support the study.
Interpretation and Inferences:

All the interpretation and inferences made i n this study are based on using simple statistical tools like percentage, rat ing and scaling techniques. The graphs are drawn on the basis of percentage. The anal ysis is made on two basis namel y from the customers view poi nt and non users view point.
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QUESTIONNAIRE
I MOHAMMED LATHEEF student of HASANATH Degree College, Bangalore, studying in 6th Semester BBM is conducting a survey as part of academic project work. I have opt the topic A study of CONSUMER SATISFACTION OF DOCOMO 3G. so please co-operate by answering the following questions, so that I can conduct my survey and prepare a project report. I assure you that all the data collected from you will be used only for the purpose of study & will be confidential. SECTION 1: PERSONAL INFORMATION 1) Name: 2) Address: 3) Mobile no: 4) Age : 18 25 26 30 31 35 36 40 Above 40
5) Gender: Male Female 6) Education: SSLC +2/PUC Undergraduate Graduate post graduate
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7)
Occupation: Businessman Self Employed Professional Student
8) Which connection do you own: Airtel Aircel Vodafone Docomo BSNL Reliance Anyother
9) For which reason you have choosen Docomo Affordable pack Network strength 3G connection Exciting Plans and Offer
10) If you posses Docomo Connection what are the reasons you choose Docomo over other connection Best Internet Plans Best call rates for Docomo to Docomo Stong Network Strenght Best SMS plan Quality Services
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SECTION 2: Main Questionnaire What do you like most about Docomo? Amazing offers and plan Informative promotional activity Quality service from customer care and retail outlet Strong network even in remote areas
What do you dislike most about docomo? Yes No Are you satisfied with the call rates (local,ISD,STD) of Docomo in comparision with other network operaters? Yes No To what extent are you satisfied with service provided by Docomo in Comparison with other connections? Extremely satisfied Not at all satisfied Best compared to other networks How did you come to know know the source about Docomo 3G services? Print media news paper Visual media-tv ads Friends and colleagues Family and relatives What according to you will be the most effective source to spread information about services/advertisement of Docomo? Print media Visual media
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Boardings and hoarding Word of mouth Pamplets Are you aware of new offers and services of DOCOMO 3G.? Yes, I do Maybe No, I dont Can you tell me any Suggestions/Comments on how to improve DOCOMO service,Pricing Statergy,Advertisement Statergy- So Docomo can rule the dont have one.
Do you think advertisements play a important role in creating awareness about a particular product/service? Yes, very much To an extent May or may not Not so much Not al all Do you think ads of DOCOMO 3G are effective enough to create awareness about it to the masses? Strongly agree Agree Neither agree nor disagree Disagree
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What comes to your mind when you hear the name DOCOMO 3G. Exclusively for present generation Low tariffs Innovative schemes Associated with a popular brand New brand Not a reliable brand Nothing
Whom do u think is the target customer for DOCOMO 3G. Youths Professionals Businessman Other.
What impact does DOCOMO 3G. ad has on you.? Has influenced me to buy it Ill consider buying it in future It didnt influence much, I may or may not buy it. Just like the ad I will not buy it No, it hasnt influenced me. Dont know/cant say.
Rate the following services of Docomo between (1-10) 3G browsing speed Call rates Network Customer care Assistance and response
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BIBLOGRAPHY
Marketing management by Philip Kotler. Market management by Sexen. www.google.com www.yahoo.com www.docomo.com
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Study on Consumer Satisfaction on Docomos 3G.

Study on Consumer Satisfaction on Docomos 3G.

Study on Consumer Satisfaction on Docomos 3G.

Study on Consumer Satisfaction on Docomos 3G.

Study on Consumer Satisfaction on Docomos 3G.

THE PRODUCT CONCEPT

THE MARKETING CONCEPTS

Study on Consumer Satisfaction on Docomos 3G.

IMPORTANT CONCEPTS CUSTOMER SATISFACTION

Study on Consumer Satisfaction on Docomos 3G.

Markets and Prospects:

Needs, Wants, and Demand:

Study on Consumer Satisfaction on Docomos 3G.

Value and Satisfaction:

Thus value is given

Study on Consumer Satisfaction on Docomos 3G.

Exchange and Transaction:

Study on Consumer Satisfaction on Docomos 3G.

Study on Consumer Satisfaction on Docomos 3G.

CONSTRUCTION OF WANT LIST

Study on Consumer Satisfaction on Docomos 3G.

CATERPILLAR WANT LIST

Relationship & Networks:

Study on Consumer Satisfaction on Docomos 3G.

Study on Consumer Satisfaction on Docomos 3G.

Study on Consumer Satisfaction on Docomos 3G.

Study on Consumer Satisfaction on Docomos 3G.

IMPORTANCE OF 4Ps IN MARKETING

Study on Consumer Satisfaction on Docomos 3G.

Study on Consumer Satisfaction on Docomos 3G.

Study on Consumer Satisfaction on Docomos 3G.

BRAND EQUITY AND ADVERTISING

Study on Consumer Satisfaction on Docomos 3G.

Study on Consumer Satisfaction on Docomos 3G.

Advertising:Advertising is any paid from of non-personal presentation and

Study on Consumer Satisfaction on Docomos 3G.

Study on Consumer Satisfaction on Docomos 3G.

SELLERS International marketing Headquarters

CHANNELS Between nations

CHANNEL Within foreign FINAL BUYER nations

Study on Consumer Satisfaction on Docomos 3G.

sellers, the ultimate success of all economic activities has

Study on Consumer Satisfaction on Docomos 3G.

We can distinguish five roles people might play in a buying decision:

Complex consumer behavior:

Study on Consumer Satisfaction on Docomos 3G.

Habitable buying behavior:

Variety seeking buying behavior:

Study on Consumer Satisfaction on Docomos 3G.

MARKET CAN BE MAINLY DIVIDED INTO TWO: OPERATIONAL MARKETING

BENEFITS OF CUSTOMERISATION TO A FORM

Study on Consumer Satisfaction on Docomos 3G.

- SOLUTION - VALUE - ACCESS

PROMOTION - INFORMATION PRICE PLACE

Study on Consumer Satisfaction on Docomos 3G.

TIME TO ADVERTISING MESSAGES, MARKETERS ARE TURNING TO FORMS OF

CUSTOMER RELATIONSHIP MANAGEMENT

Study on Consumer Satisfaction on Docomos 3G.

IS EVEN MORE RELEVANT TODAY.

REMEMBER JUST ONE SALES OR SELLING MODEL, REMEMBER CALLED THE

'HIERARCHY OF EFFECTS', AIDA DESCRIBES THE BASIC PROCESS

Study on Consumer Satisfaction on Docomos 3G.

VALUE AND SATISFACTION