Professional Documents
Culture Documents
More 150 million (Approx) telephones network is one of the largest communication networks in
the world, which continues to grow at a blistering pace. The rapid growth in the telecom sector
can be attributed to the various pro-active and positive policy measures taken by the government
as well as the dynamic and entrepreneurial spirit of the various telecom service providers both in
private and public sector. The telecom sector has shown impressive growth during the past
decade. Today more two striking features of this growth VIZ. Increasing preference for mobile
phones and higher contribution of private sector in the incremental growth have predominated the telecom sector. The share of mobile phones (including WLL mobiles.) has
overtaken the shares of landlines with 93% (Approx) in the total number of phones. The private
sector contribution also increasing rapidly. Currently more than 80 lakhs phones are being used
added each month and it is targeted that by the total number of phones may reach a level of 700
millions taking the tele-density to more than 60% which is currently at 55% (Approx).
1|Page
"The implementation of the National Telecom Policy of 2012 is a positive step. But its
immediate impact will be limited," said Mahesh Uppal, director of a telecom consultancy firm,
Com First. "The current controversies of 2G (second generation) and 3G (third generation)
telecom services have less to do with policy and more with the process. Those disputes cannot be
resolved by changes in policy," Uppal told IANS h wants to raise its stake beyond 64.38 per cent.
Investment is a priority for the sector but not foreign equity, per se," said Uppal.
Experts said telecom players were looking for market capitalization and consolidation."The
operators have started to focus on subscriber quality and have done away with the lucrative
dealer commissions and promotional minutes. After 2008, for the first time, India has witnessed
a surge in voice tariff," said Jaideep Ghosh, partner witn KPMG.
NETWORK EXPANSION:
The total number of telephone subscribers has reached 563.24 million at the end of February as
compared to 281.62 million. The overall tele-density has increase to 71.26% in February.
WIRELESS SERVICE:
The wireless segment saw a surge of 17.4 million subscribers last month compared to 8.20
million in December 2011. This pushed the total wireless subscribers base to 680.8 million by
January.
WIRELINE SUBSCRIBERS:
The wire line segment subscriber base stood at 99.73 million with a decrease of 0.16 million at
the end of January.
2|Page
TELEDENSITY:
The gross subscribers base reached 600.83 million at the end of March. The tele- density is
24.63% at the end of January as compared to 18.31% at the end of March registering an increase
0f 6%.
BROADBAND
Broadband subscription reached 15.13 million in May 2013 from 15.09 million in April 2013.
Provide affordable and reliable broadband-on-demand by the year 2015.
To Provide fiber connectivity to 2,50,000 Gram panchayats thru BBNL
Requirement of massive infrastructure in broadband.
Tata Docomo is Tata Teleservices Limited's telecom service on the GSM platform-arising out of
the Tata Group's strategic alliance with Japanese telecom major NTT Docomo in November
2008. Tata Teleservices has received a license to operate GSM telecom services in 19 of India's
22 telecom Circles-and has also been allotted spectrum in 18 telecom circles. Of these, it has
already rolled out services in all the 18 Circles that it received spectrum in from the Government
of India-Tamil Nadu, Kerala, Orissa, Karnataka, Andhra Pradesh, Maharashtra, Mumbai,
Madhya Pradesh-Chhattisgarh, Haryana-Punjab, Kolkata, Rest of West Bengal, Jharkhand, Bihar,
UP (East), UP (West), Gujarat, Himachal Pradesh and Rajasthan.
Tata Docomo has also become the first Indian private operator to launch 3G services in India,
with its recent launch in all the nine telecom Circles where it bagged the 3G license. In
association with its partner NTT Docomo, the Company finds itself suitably positioned to
leverage this first-mover advantage. With 3G, Tata Docomo stands to redefine the very face of
telecoms in India. Tokyo-based NTT Docomo is one of the world's leading mobile operators-in
Japan, the company is the clear market leader, used by nearly 55 per cent of the country's mobile
phone users.
NTT Docomo has played a major role in the evolution of mobile telecommunications through its
development of cutting-edge technologies and services. Over the years, technologists at Docomo
have defined industry benchmarks like 3G technology, as also products and services like i-Mode,
e-wallet and a plethora of lifestyle-enhancing applications. Last year itself, while most of the rest
4|Page
of the industry was only beginning to talk of 4G technology and its possible applications,
Docomo had already concluded conducting 4G trials in physical geographies, not just inside
laboratories! Docomo is a global leader in the VAS space, both in terms of services and handset
designs, particularly integrating services at the platform stage. The Tata Group-NTT Docomo
partnership will see offerings such as these being introduced in the Indian market through the
Tata Docomo brand. Tata Docomo has also set up a Business and Technology Coordination
Council', comprising of senior personnel from both companies. The council is responsible for the
identification of key areas where the two companies will work together. Docomo, the world's
leading mobile operator, will work closely with the Tata Teleservices Limited management and
provide know-how to help the company develop its GSM business.
On the CDMA platform, despite being the latest entrant, Tata Indicom has already established its
presence and is the fastest-growing pan-India operator. Incorporated in 1996, Tata Teleservices is
the pioneer of the CDMA 1x technology platform in India. Today, Tata Teleservices Ltd, along
with Tata Teleservices (Maharashtra) Ltd, serves over 84 million customers in more than 450,000
towns and villages across the country, with a bouquet of telephony services encompassing
Mobile Services, Wireless Desktop Phones, Public Booth Telephony and Wireline Services.
SCOPE OF STUDY
1. To identify the difference type of market performance of TATA DOCOMO.
5|Page
5.To study customer buying behaviour and factors which influence the purchase decision
process.
OBJECTIVE OF STUDY
6|Page
3.To study the unique features and services provided by Tata Docomo
6.To study the customer satisfaction level regarding the services proided by Tata
Docomo
METHODOLOGY
It means the tools or methods used for collecting the data from the field . The data is
collected in two ways
PRIMARY DATA : it is the first hand data collected directly from the field
DIRECT INTERVIEWS
7|Page
SECONDARY DATA :The secondary data which is collected initially for some other purpose
- Extensive library research
- various websites
- books magazines and newspapers
SAMPLING DESIGN : which Involves sample unit , sample size, sample technique The
study titled Market Analysis on TATA DOCOMO was carried out in Kasaragod district of Kerala
state. to know the Market analysis of Tata Docomo.
Kasaragod has been selected as the study area as it is one of the good market for Telecom. Over the
years the district has seen an increase in the level of income and standard of living of the people..
All these factors have led to increase in Telecom sector.
SAMPLE UNIT : The targets who will be interviewed is the consumers and employees of
the company and the manager
SAMPLE SIZE: the number of interviewers may differ on the number of customers and
the no of respondents are to be 50.
SAMPLE TECHNIQUE :
- Forming questionnaire
8|Page
SOCIAL RELEVANCE
The study of Market Analysis on Tata Docomo has a great social relevance and contribution to
the society. The market is providing tata telecom to the consumers, the consumers can make the
choice of their own which is attractive and useful to them. It recommends appropriate strategies
to the marketers for the success of their brand. This study will helps the people to get a better
knowledge about the mobile sim cards with different offers which is available in Indian market.
LIMITATION
- In the view of the limited time available for the study.
-This study was conducted only in kasaragod. This may not give a generalized conclusion
-The respondents were less interested in answering the questionnaire. As they felt that it
was an interruption to their regular work.
-The conclusions are based on the opinions expressed by the customers. Hence they
cannot be assured to unbiased or true representation of reality
CHAPTER SCHEME
9|Page
CHAPTER 1- INTRODUCTION : To give brief of the industry and the research topic ,
conceptual framework, statement of the problem , scope of the study , objectives of the
study , research methodology , sample design limitations of the study , social relevance and
chapter scheme.
CHAPTER 2- COMPANY PROFILE : to give brief history of the company , locations ,
organization structure , operation and unique features of the unit
CHAPTER 3- REVIEW OF THE LITERATURE: to review the articles investigates for the
purpose of the study.
CHAPTER 4 - THEOTRICALPERSPECTIVES OF THE STUDY : before the start of the
project all the surveys as to be done , there should be a hypothesis
CHAPTER 5 - ANALYSIS AND INTERPRETATIONS: examinations
all
BRIEF HISTORY
10 | P a g e
Tata Docomo is Tata Teleservices Limited's TTSL telecom service on the GSM platform arising
out of the Tata Group's strategic alliance with Japanese telecom major NTT Docomo in
November 2008. Tata Teleservices has received a pan-India license to operate GSM telecom
services, under the brand Tata Docomo and has also been allotted spectrum in 18 telecom
Circles. TTSL and has already rolled out its services in various circles. The launch of the Tata
Docomo brand marks a significant milestone Indian telecom landscape, as it stands to redefine
the very face of telecoms in India. Tokyo-based NTT Docomo is one of the world's leading
mobile operators-in the Japanese market, the company is clearly the preferred mobile phone
service provider with a 50 percent market share. NTT Docomo has played a major role in the
evolution of mobile telecommunications through its development of cutting-edge technologies
and services. Over the years, technologists at Docomo have defined industry benchmarks like 3G
technologies, as also products and services like the i-mode TM, mobile payment and a plethora
of lifestyle-enhancing applications. Today, while most of the rest of the industry is only
beginning to talk of LTE technology and its possible applications, Docomo has already started
conducting LTE trials in physical geographies, not just inside laboratories! Docomo is also a
11 | P a g e
global leader in the VAS (Value Added Services) space, both in terms of services and handset
designs, particularly integrating services at the platform stage. The Tata Group-NTT Docomo
partnership will see offerings such as these being introduced in the Indian market under the Tata
Docomo brand. Tata Docomo has also set up a 'Business and Technology Cooperation
Committee, comprising of senior personnel from both companies. The committee is responsible
for identification of the key areas where the two companies will work together. Docomo, the
worlds leading mobile operator will work closely with Tata Teleservices Limited management
and provide know- how on helping the company develop its GSM business. Despite being a late
entrant, Tata Indicom, TTSL's CDMA brand, has already established its presence and is the
fastest-growing pan-India operator. Incorporated in 1996, Tata Teleservices Limited is the
pioneer of the CDMA 1x technology platform in India. Today Tata Teleservices Limited, along
with Tata Teleservices (Maharashtra) Ltd, serves over 37 million customers in more than 320,000
towns and villages across the country offering a wide range of telephony services including
Mobile Services, Wireless Desktop Phones, Public Booth Telephony and Wire line Services.
HISTORY
12 | P a g e
Tata Teleservices Limited now also has a presence in the GSM space, through its joint venture
with NTT Docomo of Japan, and offers differentiated products and services under the Tata
Docomo brand name. Tata Docomo arises out of the Tata Groups strategic alliance with Japanese
telecom major NTT Docomo in November 2008. Tata Docomo has received a pan-India license to
operate GSM telecom services and has also been allotted spectrum in 18 telecom Circles. The
company has rolled out GSM services in 14 of Indias 22 telecom Circles in a quick span of under
six months. The company plans to launch pan-India operations by the end of FY 2009-10. Tata
Docomo marks a significant milestone in the Indian telecom landscape, and has already redefined
the very face of telecoms in India, being the first to pioneer the per- second tariff option-part of its
Pay for What You Use pricing paradigm. Tokyo-based NTT Docomo is one of the worlds
leading mobile operators-in the Japanese market, the company is the clear market leader, used by
over 50% of the countrys mobile phone users. Tata Docomo is part of the Indian conglomerate
Tata Group. The company received the license to operate GSM services in nineteen telecom
circles and was allotted spectrum in eighteen of these circles and launched GSM services on 24
June 2009.
Corporate Philosophy
13 | P a g e
With the aim of creating a new world of communications culture, we NTT Docomo will devote
all the skills, know-how and energy towards the establishment of more "personal
communication" with our customers that contribute to their heartfelt satisfaction.
Reliable access
14 | P a g e
Launched 3G Network
On 5 November 2010, Tata Docomo became the first private sector telecom company (third
overall) to launch 3G services in India, with a 20 city launch. 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 Mbit/s. The network also supports high definition voice for superior quality
voice calls.On July 19, 2011, Docomo and Aircel entered into a roaming agreement for 3G
services to jointly roll out 3G networks in the circles where they both have spectrum. In the
spectrum auction held last year, Aircel won 3G spectrum in 13 of India's 22 circles (service
areas), while Tata Docomo was awarded 3G licenses in nine circles. This deal would give both
companies 3G coverage in 19 telecom circles of India. They will not have coverage on 3 circles Delhi, Himachal Pradesh and Mumbai.Still the companies have three circles in common Karnataka, Kerala and Punjab.On December 14, 2011, Docomo ended its agreement with Aircel.
Both operators ended the deal after the Department of Telecom said that such 3G arrangements
15 | P a g e
were illegal, as the pacts violate licence terms and conditions. Tata Docomo and Aircel currently
have bilateral roaming agreements to allow their subscribers to seamlessly use 3G on roaming.
Docomo had about 1.5 million 3G subscribers as of May 2011
TATA DEVICES
With Tata Photon Max Wi-Fi you can connect through 5 Wi-Fi devices !! Connect your Tablet,
Your Spouse Mobile, Children Smartphone all through just 1 Photon Max Wi-Fi Connection.
With Tata Photon Max Wi-Fi you get the advantage of high speed internet in a few easy steps.
Just plug in your Tata Photon Max to the computer, follow a few simple installation process and
get ready to enjoy internet speeds of up to 6.2 Mbps!
The best coverage
Operation at a frequency of 800 MHz, Tata Photon Max Wi-Fi super hero in your palms.It
penetrates walls so that you get superior indooe connectivity
TATA PHOTON Wi-Fi HUB
Dual mode Get fast internet even nn 3G areas with Tata Photon plus service
Photon max offers data transfer and acces to internet speeds up to 6.2 Mbps
Connects directly to the Photon Max Network with easy installation and activation
Photon Max operates at a frequency of 800 MHz which can penetrate better
Photon plus offers data transfers and acces to internet at speeds up to 3.1 Mbps
Now you can connect to the Photon plus Prepay&Postpay network with easy installation
& activation via Photon Maps
18 | P a g e
No additional roaming charges across 306 cities in India where Photon Plus coverage is
available
Large storage
Enjoy HD gaming
TATA PHOTON 3G
19 | P a g e
Enjoy HD gaming
Photon Whiz offers data transfers and access to internet at speed up to 153.6 Kbps
20 | P a g e
Internet Connectivity
Alarm
3-Way conference
Alarm
21 | P a g e
Vision
To develop Tata Docomo into a world class Indian Telecommunication brand connecting the
people..
Mission
Create an organization that people enjoy working for, doing business with and investing
in.
22 | P a g e
You will never see a brand (NTT DoCoMo) which has only 26% stake dominate 74% (did not
measure) of the logo. NTT DoCoMo a Japanese telecom company holds 26% stake in Tata
Teleservices Limited. And the new brand which came out of this is Tata Docomo.
If there is one brand that most Indians know then it is salt-to-software maker Tata. Tata
Docomo messes with that very brand by giving it a lesser real estate. And guess what it has
worked. Just like the name Tata, DoCoMo has a rhyming name too.
Market Competitors of Tata Docomo:
Airtel
Reliance Communication
BSNL
Idea
Aircel
Vodafone
NETWORK AVAILABLE
23 | P a g e
24 | P a g e
Madhya Pradesh
Tamil Nadu
Chhattisgarh
Orissa
Haryana
Andhra Pradesh
Chennai
Karnataka
Kerala
Kolkata
Punjab
Rajasthan
PLANS
Internet Plans
Validity Days
Charges
249
3 GB
45
10p/ 10KB
1.25 GB + 0.25 GB
30
10p/ 10KB
1.25 GB + 0.25 GB
25
10p/ 10KB
1 GB
30
10p/ 10KB
1 GB
25
10p/ 10KB
750 MB
21
10p/10KB
500 MB
12
10p/10KB
300 MB
10p/ 10KB
250 MB
10p/ 10KB
150 MB
10p/ 10KB
100 MB
10p/ 10KB
159
148
139
126
95
69
37
31
26
16
25 | P a g e
5***
Till midnight on
25 MB
10p/ 10KB
day of recharge
Plan
Call charges
SMS charges
899
Local
Unlimited calls
STD
Unlimited calls
ISD
Local SMS
Rs.0.6/ SMS
National SMS
Re.1.2/ SMS
International SMS
Rs.5/ SMS
Home
Data charges
Roaming
Outgoing Local
National Roaming
charges
LOCATION:
26 | P a g e
Outgoing STD
Operations
Tata Docomo believe that
techniques and resources in their operations. This, in turn, has helped the company in
creating cost effective, state of the art
customer need. The groups main motto is to customer satisfaction guaranteed provide our
clients with the highest value for their money, coupled with an international level of style
and treatment .
27 | P a g e
ORGANISATION STRUCTURE
28 | P a g e
Over the years technologies of DOCOMO has defined industry bench marks like 3G
technology.
o It is the global leader in value added services.
Tata Teleservices is the pioneer of the CDMA 1x technology platform in India. Deep
involvement in the launch of 3G has inspired us to create an infrastructure that will
allow people and all kinds of objects to communicate a wealth of information.
Extended systems will link the home, the office and any number of other locations to
bring greater convenience to all aspects of everyday life. For the future, it is our aim
to incorporate information gathered by all five senses to achieve an array of services
far beyond anything envisaged to date.
NTT DOCOMO is already making rapid progress in such areas through a wide range
of innovative research, building expertise and techniques as we move forward
towards exciting new business opportunities.
Innovating dreams
30 | P a g e
Our goal is to create a broad array of exciting new services. Services that will bring
undreamed-of convenience to people everywhere.
such
as
MIMO
(Multiple-Input-Multiple-Output)
multiplexing
Researchers at NTT DOCOMO have a clear vision of the future. A future that will
unite all of the above advances and many more, to create a world where people can
communicate at a higher level, regardless of time and space
India ended March this year with 391.76 million mobile lines and tele density is
around 36.98.
Tata Docomo enjoys 33.9%, Idea 11.6% Vodafone 19.6 and Tata CDMA has 7.2% of
market share respectively.
31 | P a g e
PRICE
o It having attractive tariff plan: TATA DOCOMO having 1paisa /sec it is applicable
for both prepaid and postpaid.
32 | P a g e
propose how positioning mediates the relationship between market orientation and business
benefits.
The digital era requires new knowledge to develop relevant CRM strategy: a cry for adopting
social media research methods to elicit this new knowledge(2013)
Author : Sarah Quinton
To develop strategies for customer relationship management further insight informed by research
is required to address the step-change brought about by the digitalised consumer environment.
The central proposition is that the digital environment, emphasising social media, could be
further employed as both the site and also the tool for research, thereby creating valuable new
knowledge from which to develop strategy. Consumers now have multi-modal relationships with
businesses as well as each other, many of which are digital and exist across social media
platforms. Strategic marketing needs to respond to the digital era by embracing social media
informed research. This discussion paper encourages marketing scholars to consider employing
new social media and digital research methods that include the co-creation of research with
consumers. More relevant output is likely through the employment of social media and cocreational research, upon which contemporary CRM strategy can be formulated.
Finally, we conclude our paper with research directions for further strengthening the relationship
between MO and TOC and making market orientation truly a firm-wide endeavour as intended
and acknowledged in the marketing literature.
RESPONDENTS
PERCENTAGE
15-20
18
36
20-25
10
20
25-30
10
20
30 & above
12
24
TOTAL
50
100
35 | P a g e
Chart 4.1 shows the analysis of the respondents according to the age
AGE
24
15-20
36
20-25
25-30
20
30 & above
20
TABLE NO 4.2
Table shows the analysis of the respondents on the basis of Gender
GENDER
RESPONDENTS
PERCENTAGE
Male
28
56
Female
22
44
TOTAL
50
100
36 | P a g e
Chart 4.2 shows the analysis of the respondents on the basis of Gender
GENDER
44
Male
56
Female
TABLE NO 4.3
Table shows the analysis of the respondents according to their Occupation
OCCUPATION
RESPONDENTS
PERCENTAGE
Student
13
26
Employee
22
44
Business
12
24
Other
37 | P a g e
TOTAL
50
100
Chart 4.3 shows the analysis of the respondents according to their Occupation
OCCUPATION
60
44
40
26
24
20
6
0
Student
Employee
Business
Others
TABLE NO 4.4
Table shows the analysis of the respondents according to the users of Mobile phone
USERS
RESPONDENTS
PERCENTAGE
10
1-2 year
15
30
2-3 year
18
36
38 | P a g e
22
44
TOTAL
50
100
Chart4.4 shows the analysis of the respondents according to the users of Mobile phone
RESPONDENTS
50
45
40
35
30
25
44
20
36
15
30
10
5
10
0
Less than 1 year
1-2 year
2-3 year
RESPONDENTS
PERCENTAGE
Personal use
15
30
Business use
10
Both
30
60
39 | P a g e
TOTAL
50
100
Chart 4.5 shows the analysis of the respondents according to the purpose of using mobile
services.
RESPONDENTS
30
Personal use
Business use
Both
60
10
RESPONDENTS
PERCENTAGE
Yes
40
80
No
10
20
40 | P a g e
TOTAL
50
100
Chart 4.6 shows the analysis of the respondents according to the awareness of tele
communication services
RESPONDENTS
100
90
80
70
60
50
80
40
30
20
20
10
0
Yes
No
RESPONDENTS
PERCENTAGE
2G
32
64
3G
18
36
TOTAL
50
100
41 | P a g e
Chart 4.7 shows the analysis of the respondents according to Prefered services of networks
RESPONDENTS
70
64
60
50
40
36
30
20
10
0
2G
3G
RESPONDENTS
PERCENTAGE
Pre-paid
35
70
Post paid
15
30
42 | P a g e
TOTAL
50
100
Chart 4.8 shows the analysis of the respondents according to different types of connections.
RESPONDENTS
30
Pre-paid
70
Post paid
RESPONDENTS
PERCENTAGE
Yes
28
56
No
22
44
43 | P a g e
TOTAL
50
100
Chart 4.9 shows the analysis of the respondents users of Tata Photon services
RESPONDENTS
44
Yes
No
56
RESPONDENTS
PERCENTAGE
YES
37
74
NO
13
26
TOTAL
50
100
Chart 4.10 shows the analysis of the respondents according to the users of internet services
RESPONDENTS
26
NO
74
YES
10
20
30
40
50
60
70
80
RESPONDENTS
PERCENTAGE
YES
39
78
NO
11
22
TOTAL
50
100
Chart 4.11 shows the analysis of the respondents opinion on the basis of calling at customer
care
RESPONDENTS
22
YES
NO
78
REASON
RESPONDENTS
14
5
PERCENTAGE
28
10
NEW SCHEMES
COMPLAING
OTHER QUERRIES
TOTAL
26
52
5
10
50
100
Chart 4.12 shows the analysis of the respondents reason for call at customer care
RESPONDENTS
52
60
50
40
30
20
10
0
28
10
10
SOUR
CE : PRIMARY DATA
INTERPRETATION
In this above chart, it shows the opinion of the respondents about what the reason they call at
customer care , thus which shows highest number of people are use to call for complaining
reason about 50percent , 28 percent of people call for the reason is value added services , 10
percent of people calls to know information regarding new schemes and remaining 10 percent
calls for other querries.
TABLE NO: 4.13
Table shows the analysis of the respondents according how much people spend for mobile
services per month
47 | P a g e
SPENDING
RESPONDENTS
Below Rs.100
PERCENTAGE
Rs.400 above
2
8
10
30
4
16
20
60
TOTAL
50
100
Rs.100-200
Rs.200-400
4.13 shows the analysis of the respondents according how much people spend for mobile
services per month
RESPONDENTS
60
60
50
40
30
20
16
20
4
10
0
Below Rs.100
Rs.100-200
Rs.200-400
Rs.400 above
PURCHASE DECISION
RESPONDENTS
PERCENTAGE
Price&Discount
28
56
Network coverage
10
Customer services
12
24
Any others
10
TOTAL
50
100
Chart 4.14 shows the analysis of the respondents according to the purchase decision of the
customer
RESPONDENTS
Any others
10
Customer services
24
Network coverage
10
Price&Discount
56
10
20
30
40
50
60
SALES SCHEME
RESPONDENTS
PERCENTAGE
Recharge offer
25
50
10
Discount scheme
15
30
Any other
10
Chart 4.15 shows the analysis of the respondents according to different sales schemes
60
50
RESPONDENTS
50
30
40
30
20
10
10
10
0
SATISFACTORY LEVEL
RESPONDENTS
PERCENTAGE
Satisfied
20
40
Unsatisfied
13
26
Very satisfied
14
Very unsatisfied
10
20
Chart 4.16 shows the analysis of the respondents according to satisfactory level of Tata
Docomo
RESPONDENTS
14
Satisfied
47
20
Unsatisfied
Very satisfied
Very unsatisfied
19
RESPONDENTS
PERCENTAGE
VERY GOOD
18
36
GOOD
16
32
POOR
12
24
VERY POOR
TOTAL
50
100
RESPONDENTS
40
35
30
25
36
20
32
24
15
10
5
0
VERY GOOD
GOOD
POOR
VERY POOR
RESPONDENTS
PERCENTAGE
Sms sevices
14
28
10
20
GPRS
10
20
16
32
TOTAL
50
100
RESPONDENTS
40
32
35
28
30
25
20
20
20
15
10
5
0
Sms sevices Voice based services
GPRS
FINDINGS
53 | P a g e
From the study it was found that more than 36% respondents are from the age between
15-20 and more than 20% from 2530.
It is found that 60% of respondents spend more than Rs 400 per month for
mobile services.
It is found that 56% of respondents preferred Tata Docomo for cheap rates
and discounts provided by the company.
It is found that 50% of respondents looks at recharge offers of the company.
It is found that 47% of respondents were satisfied by the service provided by
the company.
It is found that 36% of respondents view the pricing policy of Tata Docomo
as very good.
It is found that 32% of respondents use the service for STD and local calls.
55 | P a g e
SUGGESTIONS
The network coverage is another asset for the companys image, which needs to be
preserved in future.
The overall image of the customer care services was found to be good but with some
loopholes related to delays in problem solving.
The company should be more prompt in handling the queries and problem of the
customer, which is vary essential for the prepaid card so as to retain the customers with
the company in future.
The customer care executives should be more efficient in handling the customer and also
more friendly and polite their conversation, while dealing with the customer.
Many people are using mobile, but majority of them are not aware of the technology they
are using. Many times it happens that a person doesnt know which technology satisfied
his need. Hence awareness should be created among them regarding advantages and
differences in the technology.
56 | P a g e
CONCLUSION
After analysis and interpretation of the data it can be concluded that Tata Docomo is providing
a broad range of various schemes ranging from international calling to hello tunes. This is the
critical factor to attract various customers. Wide range of schemes is also leading to increase
in number of customers with rapid pace for Tata Docomo. Tariff charges introduced by the
Tata Docomo are found to be cheaper than other services. Tata Docomo has emerged as a
giant killer due to their tariff plans and heading towards the position of dominator.
Tata Docomo is providing some unique features and services like pay per second, SMS per
character, pay per site plans that are making them being different from their competitors.
Awareness of the Tata Docomo is spreading widely among people due to their promotional
activities. Buyers are now insisting for cheaper plans or threatening out. Majority of the
customers are satisfied with the services of the Tata Docomo and they are not ready to switch
on to other service providers.
57 | P a g e
58 | P a g e