A A PROJECT REPORT

customer satisfaction survey of mobile service provider by Vodafone company with other telecom company

This project is an outcome of 45 DAYS TRAINING, which I have to undergo for the partial fulfillment of the BBA program. I wish to put on record my sincere gratitude to the following person without whose support the completion of this project would not have been possible. With immense pleasure I am to present this project on Customer

Satisfaction Survey mobile service provided by Vodafone Company With other Telecom company I express my special thanks to PRAVEEN SIR (Project Guide) for guidance & encouragement in project maintenance. .

PREFACE

The

summer

training

project

work

has

an

objective

to

make

management student familiar with real life business situation and give an opportunity to the student to understand the theoretical concept of marketing in practical way. I am extremely happy to present the report before my respected teacher the project report entitled to me is Customer

Satisfaction Survey of mobile service provided by Vodafone Company With other Telecom company As the Vodafone Ltd. is a biggest telecom company of entire world. The competition is growing day by day some other telecom services his situation to touch competitions and entry of foreign companies in India promoted me to do the work on the sales promotion market. In this project I have done the survey of RAJSAMAND CITY market in telecom aria.

Executive Summary

The report is an earnest endeavor made to understand the Customer Satisfaction Survey mobile service provided by Vodafone Company With other Telecom company . We are required to see the coverage by Vodafone Pvt. Ltd., and bring out the potential and loyal retailers so that the company could maintain the market leadership in the existing business scenario in the improvement of companys image & customer satisfaction. During the course of study we visited & analyzed round 40 unorganized retail stores and 30 organized retail stores of Vodafone & Other telecom for the comparative study and customer satisfaction , which are most preferred among the retailers.Their motive was to study the working of the distributors in RAJASAMAND market. They have mentioned the problems and the loop holes in the Vodafone service system and the promotional tools, which they have found during the course of the study and recommended various corrective measures for it. Their study also comprises the comparative analysis between Vodafone and All Other telecom with the help of hypothesis testing. They also studied the behaviour of consumers about their preferences for Sim ,recharge vouchers, Vodafone plan & service , all attractive margin & scheme, and their overall behaviour with the help of questionnaire.

Table of Content

Acknowledgement

Preface

Executive Summary

1. Introduction Company history Company overview Product profile

2. Research Methodology

3. Data Analysis

4 Conclusion /- Limitation

5. Recommendation /- Suggestion

6. Questionnaires

7. Bibliography

COMPANY HISTORY

At Vodafone, we have an extraordinary 23-year history in pioneering mobile communications. Here are some of the highlights so far. As Chairman of the Racal Radio Group in 1982, Gerald Whent had the vision and fortitude to convince the Racal Electronics Group Board that it should bid for the private sector UK Cellular license that was then being offered by the UK government. Whent masterminded the successful bid, and went on to set up the Racal Telecomms Division. Vodafone was then chosen as the name of the network, to reflect the provision of voice and data services over mobile phones. The Vodafone analogue network was launched on 1 January 1985, the first call being made from St Katherines Dock in London to Newbury. It was the first cellular network to launch in the UK.

IN THE BEGINNING: 1982-1990 1987: Vodafone is acknowledged as the largest mobile communications company in the world. Value added services are added such as recall, the voicemail service, and the first information lines: Financial Times CityLine and the AAs Roadwatch. 1988: Racal Telecomms Plc floats. Racal Telecomms Division demonstrates its success and profitability - it accounts for a third of Racals profits in this year. 20% of the ordinary share capital of Racal Telecomms Division is floated on the London and New York Stock Exchanges at 170p per share. 1989: Building up the network. Network coverage and capacity continue to increase. A back-up network is introduced to minimize the effects of any faults occurring.

The Early Days: 1991-1996 1991: Racal & Vodafone demerge. The Vodafone Group is listed as an independent company on the London and New York stock exchanges. Vodafone and Telecom Finland make the worlds first international roaming call. Vodafones digital (GSM) mobile phone service is launched the first such service in the UK. 1993: First high street Vodafone store opens. The company also announces its first distribution agreement with Comet, a major UK high street retailer. International partnerships are also formed with consortia in Germany, South Africa, Australia, Fiji and Greece. This results in the formation of Vodafone Group International, which goes on to acquire further licenses and supervise overseas interests. 1994: Data, fax and SMS digital services are launched. Vodata becomes the first network operator in the UK to launch these services over a digital network. 1996: Vodafone is the first to launch a pay as you go analogue package in the UK. It requires no contract and no credit check.

Going Global: 1997-1999 1997: A new identity As a new Vodafone corporate identity is unveiled, our 100th roaming agreement is announced. Vodafones Pay As You Talk digital package also launches, offering no bills, no credit check, no fixed term contract and advanced digital services. Plans are announced to seek a new headquarters site just outside of Newbury. 1998: A new chairman

The Millennium Share Options Scheme is announced, which gives all U employees share options to the value of half their basic salary as of 1 July 1998. Lord MacLaurin, former chairman of Tesco, becomes the new chairman of the Vodafone Group. The Misrfone consortium, in which Vodafone holds a 30% interest, is awarded the license to build a second mobile network in Egypt. Vodafone purchases the New Zealand GSM network. 1999: Vodafone AirTouch is created, an engine for growth in the 21st Century. Vodafone AirTouch is created out of the merger between Vodafone Group and the US group AirTouch Communications Inc on 30 June 1999. The company is now one of the top 25 companies in the world. At the end of September 1999, Vodafone AirTouch Plc had over 31 million cellular customers worldwide, and interests in 24 countries across five continents.

Adding Value: 2000-2003 2000: Vodafone acquires part of German company Mannesmann AG. Our effective interest in both Mannesmann Mobilfunk and Omnitel Pronto Italia has since increased to approximately 99.1% and 76% respectively. Vizzavi is launched, a 50/50 joint venture between Vodafone AirTouch and VivendiNet which delivers a multi-access branded Internet portal for Europe. Vodafone's enlarged Group is now the largest mobile telecommunications company in the world and one of the top ten companies, by market capitalization, in the world. Verizon Wireless launches - a combination of Vodafone AirTouchs and Bell Atlantics US cellular, PCS and paging assets.

Verizon Wireless ranks as the market leader in the US wireless industry, serving more than 23 million customers and covering 96 of the top 100 US markets. Vodafone Group has a 45% interest in Verizon Wireless . Vodafone in the UK acquires the largest available 3G license. It also announces its intention to offer GPRS (General Packet Radio Service) to corporate customers. The Global star satellite communications service is launched in the UK. Vodafone is Globalstars largest service provider partner and offers the Global star service in the UK, US, Mexico, the Caribbean, Canada, Australia, Southern Africa and Greece. 2001: Vodafone acquires Irelands leading mobile communications company, Eircell. Vodafone and China Mobile (Hong Kong) Ltd (CHMK) sign a "strategic alliance agreement". The Group completes the acquisition of a 25% stake in Swisscom Mobile. Vodafone acquires British Telecommunication Plcs 17.8% shareholding in Airtel Movil S.A., increasing its shareholding to 91.6%. Vodafone launches its first global communications campaign at the beginning of August. The campaign features TV, cinema, print, online and outdoor media, each version asking the question, How are you?. Telecel Vodafone and Airtel Vodafone migrate to a single Vodafone brand. Vodafone announces its first Vodafone Partner Agreement with TDC Mobil A/S, Denmarks leading mobile operator. The agreement is the first of its kind in the mobile industry and means Vodafone and TDC Mobil will cooperate in developing, marketing and advertising international roaming products and services to international travelers and corporate customers. Vodafone closes the year by making the words first 3G roaming call (between Spain and Japan). 2002:

Vodafone trials its global mobile payment system in the UK, Italy and Germany. The trial enables customers to purchase physical and digital goods using their mobile phone. In January, Panafon Vodafone migrates to the single Vodafone brand. Vodafone signs Ericsson as a global Multimedia Messaging Supplier (MMS). MMS is an evolution of SMS, allowing customers to send and receive messages using text, pictures, audio and video. Vodafone signs a Vodafone Partner Agreement with Oy Radiolinja Ab, the leading private mobile operator in Finland. In March Vodafone launches the first commercial European GPRS roaming service. Customers are able to seamlessly access services such as corporate e-mail, intranet and personalised information on their mobile phones, laptops or PDAs over GPRS. In June the Vodafone Group Foundation is launched. In 2002, the Group and its subsidiaries plan to contribute 20 million to community programmes, guided by the Group Social Investment Policy. In July Vodafone launches the worlds first pre-paid top up for international travelers. This allows Vodafone customers to top up their pre-paid mobiles when abroad. In August Vodafone acquires Vivendis 50% stake in Vizzavi. Vodafone now owns 100% of Vizzavi. Vodafone signs a partner agreement with MTC, the leading mobile operator in Kuwait. Eurocall Platinum launches in September, a new Eurocall option offering greater value to high volume roaming customers. Vodafone agrees to acquire BTs 26% and SBCs 15% Cegetel interests. At a presentation on 24 October, Vodafone announces the launch of Vodafone live!, a new consumer proposition, and Mobile Office, a new business proposition. The new services lay the foundations for the next stage in Vodafones strategic development.

On 19 November, Vodafone Remote Access is launched as part of Mobile Office. The service gives business customers an easy way to connect to their corporate LAN to access e-mail, calendar and other business specific applications whilst on the move. The partnership network agreement with Radiolinja Eesti AS is extended into Estonia. On 18 December, Vodafone announces that Arun Sarin has been selected to succeed Sir Christopher Gent as chief executive of Vodafone Group Plc immediately following the Annual General Meeting on 30 July 2003. 2003: A group-wide Partner Network Agreement is signed with Mobilkom Austria Group to introduce Vodafones global services into Austria, Croatia and Slovenia. At the 2003 GSM Association Awards Ceremony in Cannes, France, Vodafone is awarded the mobile industrys most prestigious awards in two categories, Best Consumer Wireless Application or Service and Best Television or Broadcast Commercial for its global consumer service, Vodafone live! In addition, Vodafones premium handset for Vodafone live!, the Sharp GX10, wins the Best Wireless Handset Award for the Sharp Corporation. Vodafone live! attracts 1 million customers in its first six months. SAP AG, HP and Vodafone announce a letter of intent to work together to bring to market a suite of mobile capabilities designed to increase the workforce productivity of large enterprises initially in Europe, the Middle East, and Africa. Vodafone increases shareholding in Telecel to 70.3%. In April, Vodafone announces it is to increase its shareholding in Vodafone Libertel to 98.2%. A Partner Network Agreement is signed with Islandssimi hf (formerly the merged companies Islandssimi and Tal) to introduce Vodafones global mobile services into Iceland. In June, Vodafone announces the sale of stakes in Mexican and Indian operators. In July, Vodafone extends its mobile community to Lithuania through a Partner Network

Agreement with Bite GSM. Vodafone acquires the remaining 20% of Vodafone Malta Limited.

A GUIDE FOR PROSPECTIVE SUPPLIERS:-

Our corporate values Our purchasing objectives Key policies and procedures

OUR CORPORATE VALUES:-

Vodafones rapid growth has come principally from the technical innovations that have opened new markets and from the efforts of our employees. Customer orientation Partnerships with our customers and suppliers are essential to our mutual success. We strive to: Listen and respond to our customers, suppliers and stakeholders Clearly communicate mutual intentions and expectations Deliver innovative and competitive products and services Make it easy to work with us Be a vendor of choice Discipline The complexity of our work and our tough business environment demand a high degree of discipline and co-operation. We strive to: Conduct business with uncompromising integrity and professionalism Ensure a safe, clean, and injury-free workplace Make and meet commitments Properly plan, fund and staff projects Pay attention to detail

Quality Our business requires continuous improvement of our performance to our Mission and Values. We strive to: Achieve the highest standards of excellence Do the right things right Continuously learn, develop and improve Take pride in our work Risk taking To maintain our innovative environment, we strive to: Foster innovation and creative thinking Embrace change and challenge the status quo Listen to all ideas and viewpoints Learn from our successes and mistakes Encourage and reward informed risk taking Great place to work A productive and challenging work environment is key to our success. We strive to: Be open and direct Promote a challenging work environment that develops our workforce Work as a team with respect and trust for each other

Recognize and reward accomplishments Manage performance fairly and firmly Be an asset to our communities Results oriented We are results oriented. We strive to: Set challenging and competitive goals Focus on output Assume responsibility Constructively confront and solve problems Execute flawlessly These values are deeply ingrained in Vodafone's operating methods, management structure and processes.

Our vision and values

Our vision To be the world's mobile communications leader; enriching customers' lives, helping individuals, businesses and communities be more connected in a mobile world. Passion for our customers

We value our customers above everything else and aspire to make their lives richer, more fulfilled and more connected. We must always listen and respond to each of our customers. We will strive to delight our customers, anticipating their needs and delivering greater quality and more value, faster than anyone else. Passion for our people We seek to attract, develop, reward and retain outstanding individuals. We believe in empowerment and personal accountability. We believe in the power of our teams. We enjoy what we do. Passion for results We are committed to be the best in all we do. We all play our part in delivering results. We seek speed, flexibility and efficiency in all we do. Passion for the world around us We recognize the responsibilities that accompany the growth we have achieved. We will be a force for good in the world. A spirit of partnership and mutual respect is critical in all our activities.

OUR PURCHASING OBJECTIVES:Supply Chain Management is the focal point for all our contacts with suppliers concerning the commitment of company funds for materials and services. It is their responsibility to locate and maintain the best source of supply. Our mutual success depends on every supplier supporting us in achieving the following strategic objectives: Total quality In order to achieve excellence and customer satisfaction, our focus must be on continuous improvement in the quality of all products, processes and services. By making our suppliers an integral part of our overall quality process, we can build better products right from the start. Maximise value of spend In order to improve product cost and performance, Vodafone and its suppliers must consider all factors, which combined make up the true value of the materials, equipment, and services being purchased. Supplier relationships Vodafones success in achieving Total Quality depends on viewing suppliers as a valuable extension of our own business. Our goal in purchasing is to build long-term business relationships with a select group of suppliers who share our total quality vision by consistently delivering the highest quality products and services. Availability

Suppliers must be responsive to the rapid changes in design and manufacturing strategies. Reducing the time it takes to deliver materials and services to our facilities helps to bring Vodafone products to the market sooner and to reduce inventory exposure for both Vodafone and our suppliers. Key policies and procedures Supply Chain Management is chartered with full responsibility for the procurement of goods and services and to conduct all purchasing negotiations with suppliers. Therefore, large or small, we need your interest and support in meeting the following policies and procedures: Intellectual property right protection Vodafone respects the intellectual property rights of others: business associates, suppliers, and competitors alike. Vodafone is committed to the protection of suppliers confidential information and insists on the same dedication to protection of Vodafones disclosed confidential information. When Vodafone sells products, it provides indemnity against third party intellectual property claims. Conversely, when Vodafone is the customer, it requires supplier infringement indemnification against Intellectual property rights claimed by third parties. Our Ethics Policy Reciprocity:- While Vodafone may sell its products to its suppliers, it is against Vodafone policy to require a supplier to purchase our products as a condition for Vodafone doing business with that supplier. Publicity:- Vodafone maintains a strict policy that neither party may use the others name in advertisements, press releases, design win announcements, or business level disclosure without prior written notice by a Vodafone Business Unit Director. Small and minority suppliers:- Vodafone appreciates the valuable contributions made by small and disadvantaged businesses. Therefore, a good faith effort is made to allow

qualified small and minority businesses the maximum practicable opportunity to receive a fair share of Vodafones business. Environment, health and safety:- Vodafone expects suppliers to understand and fully comply with all applicable international, national, state and local laws and regulations, including, but not limited to, all environmental, health and safety (EHS) and related laws and regulations. In addition, suppliers must agree to abide by all Vodafone rules, including but not limited to, all applicable EHS policies, procedures and guidelines. Further, to the extent that suppliers obtain, use, handle, or transport hazardous materials (as defined by any law, standard or practice) on Vodafones property or to perform work for Vodafone, suppliers must warrant that they understand the nature and hazards associated with the use, handling and transportation of any such materials. Suppliers also must : Agree to be fully responsible and indemnify Vodafone for any liability resulting from the use, handling or transportation of hazardous materials by suppliers or their contractors, and have in place decision, management, control and continuous improvement systems to effectively manage the product safety of such materials.

BOARD MEMBERS

Gerard Kleisterlee, Chairman

John Buchanan - Deputy Chairman

Andy Halford - Chief Financial Officer

Alan Jebson Non Executive Director

Nick Land- Non Executive Director

Anne Lauvergeon- Non Executive Director

Luc Vandevelde - Non Executive Director

Tony Watson- Non Executive Director

COMPANY OVERVIEW

2010 December A consortium led by Vodafone Group is awarded the second mobile phone license in Qatar Indus Towers Limited; an independent tower company in India is formed between Vodafone, Idea and Vodafone October

Vodafone agrees to acquire Tele2 Italia Spa and Tele2 Telecommunication Services SLU from Tele2 AB Group May Vodafone announces completion of the acquisition of Hutch Essar from Hutchison Tele communications International Limited Vodafone launches first ultra-low cost handsets. February

Safaricom, Vodafone's

partner in Kenya announces the launch of M-PESA, an

innovative new mobile payment solution that enables customers to complete simple financial transactions by mobile phone.

Vodafone agrees to buy a controlling interest in Hutchison Essar Limited, a leading operator in the fast growing Indian mobile market.

Vodafone announces agreements with both Microsoft and Yahoo! to bring seamless Instant Messaging (IM) services to the mobile which can be accessed from both the PC and mobile handsets.

Vodafone signs a series of ground-breaking agreements which will lead to the mobilizing of the internet. YouTube agrees to offer Vodafone customers specially rendered YouTube pages on their mobile phones.

January

Vodafone reaches 200 million customers.

2009

December

Vodafone completes acquisition of additional 4.8% stake in Polkomtel.

November

Vodafone to acquire an additional 15% Stake in Vodacom Group which will increase Vodafone's shareholding from 50% to 65%. Vodacom Group will be listed on the Johannesburg Stock Exchange and the remaining 35% of Vodacom Group will be demerged by Telkom to its shareholders.

October

Vodafone launches the new exclusive BlackBerry Storm Smartphone from Research in Motion

August

Completion of the acquisition of a 70 percent stake in Ghana Telecom.

July

Vittorio Colao succeeds Arun Sarin as Group Chief Executive. Vodafone acquires a 70% stake in Ghana Telecom for $900 million.

June

Vodafone and Apple(R) announce the iPhone 3G will be available in Australia, Italy, New Zealand and Portugal on July 11 and in the India, South Africa and Turkey later this year. Vodafone announces that Verizon Wireless, its affiliate in the US, has agreed to acquire Alltel Corp. for a total enterprise value of US$28.1 billion in cash and assumed debt. Czech Republic, Egypt, Greece,

May

Vodafone announces that it has agreed to acquire the 26.4% interest in Arcor that it does not already own from Deutsche Bahn AG and Deutsche Bank AG for a cash consideration of 474 million.

February

Vodafone carries out technical trials of 3G fem to cells to assess how effectively technology is able to deliver wireless high-speed data & voice services inside homes and business locations. Safaricom and Vodafone announce that customers. 2008 M-PESA, the innovative mobile money transfer service launched in March 2009, now has 1.6 million

June

Completion of merger between Vodafone Australia Limited and Hutchinson 3G Australia Pty Limited.

March

Telephonic and Vodafone announce milestone Pan European collaboration to share network infrastructure in Germany, Spain, Ireland and the UK.

February

Hutchinson and Vodafone agree to merge Australian telecom operations to form a 50:50 joint venture.

ADVERTISING STRATEGIES OF VODAFONE WITH SOME IMAGES

PREVIOUSLY IT WAS HUTCH

HUTCH CHANGED INTO VODAFONE

FIRST ADVERTISING STRATEGY

SECOND STRATEGY IS PARROT

ZOOZOS ADVERTISING IS THE THIRD ADVERTISING STRATEGY WHICH STANDS THE BEST ADVERTISING COMPARE TO OTHER COMMUNICATIONS

VODAFONE IN 3G

*PRODUCT PROFILE

 BASIC SERVICES

CALLER LINE IDENTIFICATION PRESENTATION (CLIP) :Clip identifies the caller by displaying the number of the caller on the handset. This allows you the benefit of accepting or rejecting the call; although, at times caller Line Identification may not appear due to technical problems in the originating network.

CALL HOLD/ CALL WAIT :This feature allows you to receive or make another call, while you are already busy with a call, without disconnecting it . You can receive or make a second call, by putting the first call on hold. You billed for both the calls. You can activate call waiting by using the menu of your cell phone

CALL CONFERENCE (CC) :This feature allows you to have a teleconference with up to five people at the same time, from wherever you are. You can conference with either cellular or landline phones, including STD and ISD calls. To make a conference call simply make your first call. Then put the first call on hold and dial the next number. To conference, scroll through the handset menu and select the conference feature. Now your call are connected . to invite another person follow the same steps again Note: Call conference is a handset dependent feature. You are charged hold and conference. The originator of the calls will be charged for all the calls initiated by him.To use the facility you need to activate the call waiting feature on your handset. for the time on

CALLER LINE IDENTIFICATION RESTRICTION (CLIR) :Now, with CLIR you can restrict your cellular phone number from being displayed on the receivers cellular phone. This means, you can maintain complete confidentiality of your number. This feature might not function across operator networks, but will definitely restrict caller ID when called within the same cellular operator networks Mobile numbers.

ITEMISED BILLING:An itemized bill gives you the details of all calls made and received, and of all the other facilities you availed of, on your mobile number during a month. It also carries details of the number called/ received, time and date of the call, duration and the amount charged

SHORT MESSAGING SERVICE :-This feature allows you to send and receive messages to and from, respectively; almost all national and international cellular operators. SMS allows you access to services lime receiving stock quotes, horoscopes, Jokes messages, email, news and many others. It comes as an in built feature to all Vodafone subscribers. Vodafone offers an array of Services that help you manage your calls better. From caller Identification to call waiting, from call divert to call conference Vodafone redefines convenience. Most of these features are optional and can be availed of on request and carry a nominal subscription charge. To activate any feature call our customers care or visit any Vodafone Showroom.

CALL DIVERT (CD) :- With call Divert, you can divert an incoming call to another cell phone (be it Vodafone or Airtel/ Essar or BSNL cellular Phone ) or even a landline number (within Andhra Pradesh local dialing list). You can divert your calls.

VALUE ADDED SERVICES :Just when you thought you had the cake, we made it possible for you to eat it too. Introducing THE VODAFONE Value Added Services, a vibrant bouquet of "little conveniences" "small pleasures" "bits of happiness" "dollops of infotainment" and all those "itsy bitsy" wants of yours that together make up THE BIG SMILING

PICTURE :SMS based services to Voice based ones, the vodafone range cuts across all modes of communication to ensure the BEST VALUE for your money. So be it downloading the latest ring tones or sharing the freshest of blonde jokes, be it checking the status of your cousin's train arrival time or arranging a pick up for your boss's delayed flight, vodafone hands you the power to do it all.

SMS SERVICES :vodafone Buzz - Subscription Services SMS Short Code Text Messaging

Dynamic Voice Mail Service GPRS/EDGE :vodafone Buzz - Subscription Services 4560456 SMS Short Code Text Messaging Dynamic Voice Mail Service

VOICE

Say vodafone -456 Ganesha Speaks - 181 Back ground Music

VODAFONE GPRS THE INTERNET ON THE MOVE VODAFONE :Vodafones 3G compatible network supports general Packet radio service (GPRS) and EDGE, which allows you to access internet websites and information portals on your mobile, making it possible to stay informed and remain truly connected in this dynamically changing and competitive environment. Gone are the

days when connecting to a website from the mobile took as long as 2 3 minutes. GPRS compatible handsets ensure that as a user, you are always on. There is no need for a dial up connection or any ISP connection. Now you can now carry the world Wide Web in their pocket the vodafone world. Read email, get stock quotes, check the weather, read thelatest news and even chat with friends and Buddies on Idea Network, yahoo, MSN and ICQ while on the move. One of the mind blowing applications on GPRS/EDGE inmultimedia Messaging Service (MMS).Vodafone is among the pioneers in the country to provide MMS. This latest innovation in the area of mobile communication provides you the ability to communication provides you the ability to communicate not just in voice or text but also in full color images. Now you can send your emotions to your near and dear ones; with photographs, attach voice clips and append text too. Just in case the receiver does not have on MMS handset, even then the photographs can be accessed from our website http.//www.vodafone co.in// for your convenience, we have also created a library of photo album and voice clips, from where you can choose and send photographs. Further, you can also compose your own MMS message on the above mentioned website and send it across to a cellular phone or any e-mail ID. With the introduction of GPRS on its networks, vodafone also supports the use of the GPRS phone as a modem, providing busy lap top armed executives, like most of you; the opportunity to log in wirelessly while on the go . thus now you can surf the Internet using our GPRS connectivity with your computer.

*ADVANTAGE OF VODAFONE GPRS

High speed and always on internet on the move.

Internet access on prepaid also. Liberation from the shackles of dial - up or ISP connection. Receive voice calls or SMS even while logged on to GPRS. Revolutionary concept of charging - only for what you send and receive Offers MMS, a platform to communicate not just in voice or text but also in full color images.

Chapter 2 Swot analysis

SWOT Analysis is a strategic planning method used to evaluate the Strengths, Weaknesses, Opportunities, and Threats involved in a project or in a business venture. It involves specifying the objective of the business venture or project and identifying the internal and external factors that are favorable and unfavorable to achieving that objective. The technique is credited to Albert Humphrey, who led a research project at Stanford University in the 1960s and 1970s using data from Fortune 500 companies.

Strengths

Weaknesses

Leadership Position Global Brand Strength

Centralized Control Low Flexibility High Consumer churn rates

Internal

High Geographical reach Opportunities Expanding marketing boundaries Growth through 3G Strategic Alliances Threats Increased Competition Market saturation in Europe Emergencies of Low cost Brands

External

SWOT analysis of Vodafone Strengths: The main strength of Vodafone within the telecommunications market lies in its brand image and recognition. Vodafone, having established a global presence and having invested highly in marketing a differentiated image by promoting a Vodafone life style, currently enjoys a differentiating advantage that, if exploited properly, can offer a lead in competition. The presence of Vodafone in numerous countries within Europe as well as in all part of the world enhances this image. It allows customers to travel and enjoy easily the services of their home country operator. In the few countries that Vodafone is not physically present (e.g. Norway) it has well established strategic alliances which allow for a better service of mobile clients.

Weaknesses: The expansion of Vodafone has been completed at the expense of direct control of its operations. The company grew through a process of acquisitions of national telecommunications companies (e.g. the acquisition of the third biggest Czech mobile phone operator, Cesky mobile) rather than organic growth. This increased its subscribers base quickly, offering direct market knowledge and immediate additions of

customer bases at the expense of direct effective control of the subsidiaries. At the same time though, it implicitly imposed a centralized operational structure for the group, nominating the UK headquarters as the leading business unit running a much centralised marketing and handset procurement at group level. This has resulted in the neglect of local markets and local differences, allowing market share to be gained by smaller local competitors. Due to the highly saturated Western European market this has resulted in an increase in the price elasticity of demand, with consumers becoming continuously price oriented. This has resulted in high customer churn rates reaching the level of 32.8% in the UK compared to O2s 24%.

Opportunities: The telecommunications market, even though highly saturated in some regions offers great potential due to the ageing population and the sophistication of the consumers. It offers great opportunities through a careful market segmentation and exploitation of particular profitable segments. Different strategies should be pursued simple phones and simplified pricing plans to the ageing population and more updated, sophisticated solutions for younger generations. The expanding Boundaries of the market could provide further opportunities by allowing Vodafone to enter more aggressively into fixed line service and to better enjoy the benefits of its high investment in 3G technology. Moreover the company has undertaken its first steps in establishing strategic alliances to develop customized solutions for end users: Vodafone recently announced two new partnerships, one with supermarket group ASDA to launch an ASDA branded mobile service in the UK, and another with electrical retailer DSG International to provide mobile solutions to small businesses. This could further be enhanced to avoid being a late entrant in this new method of distribution which offers access to a wide potential customer base.

Threats: The European part of Vodafones market is characterized by existing high levels of competition. Major brands such as O2 and T Mobile are exploiting the price sensitivity of customers and in this way they are building a stronger image and presence in the market. Indirect competition is also increasing further, through the presence of Skype and other related (not only voice) Internet based services. This combined with the upcoming European legislative measures is expected to limit further the tariffs for the network providers imposing further need for price cuts which could harm the bottom line profitability of the company.

Research methodology

Introduction:

Marketing research means the systematic gathering, recording, analyzing of data about problems relating to the marketing of goods and services Marketing research has proved an essential tool to make all the need of marketing management. Marketing research therefore is the scientific process of gathering and analyzing of marketing information to meet the needs of marketing management. But gathering of observation is must be systematic. The systematic conduct of research requires: Orderliness, in which the measurements are accurate. Impartiality in analysis and interpretation.

All of research can be categorized into basic and applied. BASIC RESEARCH: - Basic Research is that intended to expand the body of knowledge for the use of others. APPLIED RESEARCH: - Applied Research is one, which is carried out to find the solution for a particular problem or for guiding a specific decision. It is usually private in nature. My research on Vodafone is carried on for guiding specific decisions and its results are useful only to Vodafone for taking particular decision regarding product quality, staff and security. Hence the nature of my research study is APPLIED RESEARCH .

Objective of Study:

Following are the main objective to study about the customer satisfaction on Vodafone. To study telecommunication industry. To study the company profile of Vodafone. To study customer satisfaction of Vodafone. To study various Marketing activities provided by Vodafone. To study the various services provided by Vodafone. To know the expectation of Vodafone Customers.

Benefits of study:

There are many benefits related to take this study. Some of the benefits of taking this study are as follows: By analyzing this information, the company would be able to better design schemes & services & target right prospects needs & wants.

More people will get aware about Vodafone that will increase profit level of Vodafone.

This study helps to identify the behavior of consumer when there are no offers & schemes from Vodafone.

Process of Marketing Research: The marketing research is done in systematic process. The Researcher has pursued the below process of marketing for my study at Vodafone:

Problem Identification

Research Design

Data Collection

Data Analysis & Interpretation

Research Report & Presentation

Problem Identification: The first and the most important step of marketing research is properly defining the problem. In order to identify the research problem two categories of problem should be carefully noticed.

Here the researchers problems are:A number of customers are not satisfied with services, new schemes and offers. A number of customers are not satisfied with the network coverage. A number of customers are not satisfied with the current call rates of Vodafone. A number of customers are not satisfied with the Free SMS schemes. A number of customers are not satisfied with the service of customer care of Vodafone.

RESEARCH DESIGN: Research design indicates the methods and procedure of conducting research study. Research design can be done in following three types:1 Exploratory Research:-

Exploratory research focuses on the discovery of new ideas and is generally based on secondary data. 2 Descriptive Research:Descriptive research is undertaken when the researcher want to know the characteristics of certain groups. 3 Causal or Experimental Researches:An experimental research is undertaken to identify causes and effect relationship between two variables. The Research Design is: Descriptive Research Design

Data Collection and Sampling: Sources of Data Collection:Basically there are two types of data i.e. secondary and primary: Primary Data Collection:Primary data collection contains the following four types of methods: -

1 Observation Method: It contains Causal observation, Systematic observation, direct observation and contrived observation.

2 Survey Method: It contains Personal Interview, Telephone Interview and Mail Interview.

3 Experimental Method.

4 Panel Method.

Secondary Data Collection: It can be collected from internal as well as external sources

1 Internal Source: Various internal sources like employee, books, sales activity, stock availability, product cost, etc.

2 External Sources: Libraries, trade publications, literatures, etc are some important sources of external data. The Researcher has used primary data for the core purpose of the project and this primary data has been gathered by survey method. The researcher has also used secondary data

Data collection Tools: To conduct a survey, the Researcher has selected a structured questionnaire as an instruction for gathering valuable information from the customers. Questionnaire, which is used for the survey, is consisting of questions and checklist questions to check the customer feedback.

Sampling Plan: The researcher has design a sampling plan that is consist of five decisions. Sampling unit: Who is to be surveyed?

The Researcher has selected youngsters, businessmen, and housewives, employees to conduct survey and to measure satisfaction level.

Sampling types: There are two types of sampling i.e. Probability Sampling and Non probability Sampling. Probability Sampling : Probability sampling means each unit of the universe has equal chance of getting selected. The most frequently used probability sampling methods are as below: a) Simple Random Sampling. b) Stratified Random Sampling. c) Multi-stage Random Sampling. d) Cluster Sampling. e) Multi phase Sampling. f) Replicated Sampling.

Non Probability Sampling:Non Probability sampling contains following methods:a) Judgment Sampling.

b) Convenience Sampling. c) Panel Sampling. d) Quota Sampling For this purpose the researcher has used non probability convenience sampling.

Sample Size: Sample size means limited numbers of respondents covered under the research study from a population and the researcher has taken a survey of 100 respondents to know the satisfaction level of customer. Sampling Area: The researchers area for survey was: Vodafone Store, rajasmand city Sampling Unit: Here the researcher has randomly selected the respondents of the Rajasamnd

DATA ANANLYSIS

Questionnaire Are you selling sim card ?

YES 72%

NO 28 %

(2). Which type of sim service provided?

Pre Paid

Post Paid

Both

70 %

20 %

10 %

(3).DO you sell recharge vouchers ?

YES 68%

NO 32 %

(4). which kind of recharge vouchers sell mostly? Paper Recharge Recharge 45% 30% 25 % Electronic Both

(5). Which Network you prefer to sell Vodafone 30% Bsnl 20% Idea 10% Airtel 20% Tata 8% Reliance 12%

(6). Do you have any problem with any service provider Yes 39% No 61%

(7). Are you satisfy with the current Vodafone plans and Service ?

Yes 35 %

No 25%

Cant say 40%

For Non Telecom outlets (8). Do you sell Sim & Recharge? Yes 70% No 30%

(9) Do you know the attractive margins & schemes? Yes 59% No 41%

(10) .Would you like to sell Sim & Recharge when your Customer demands? Yes 90 % No 10%

(11) . Is there any demand of Sim & Recharge? Yes 60% No 30% Upto some extant 10%

CONCLUSION With this the researcher comes to the conclusion part of the research report. It was a wonderful experience for the researcher of working on the topic selected by him.Although it was not easy task collecting information in the competitive market of telecom services. But taking up the challenge it was very interesting. * It is clear from the analysis Vodafone cellular is much better than other telecom due to the survey of Siddharth Nagar according to the customer of Siddharth Nagar living standard of high people and lower people. * By the survey I have found that there are many telecom company but and many competitors in market but no any one defeat the Vodafone cellular. * Vodafone with the help of its correct marketing strategy & quality products & services at an affordable price is one of the worlds leading telecom companies with the customer base of over 250 million & the future plans & policies of Vodafone will help the company to achieve its target of adding 500 million by the end of 2010.

* Many activity of Vodafone cellular as tariff plan, Recharge, there activity customer satisfaction and prove all the best of other telecom . Problems There are different reasons in the different to markets for not using cellular. The limitation's which was found by me are as under. 1. Lack of proper advertisement and hoarding Vodafone cellular emphasizing on the urban area & developed markets only . are firstly the Vodafone

2. Lack of tower's of the Vodafone cellular in many places. 3. Lack of regular visit is the small markets. 4. Lack of information provided by the company to the rural area people. RECOMMENDATIONS Vodafone cellular is the growing and big competitive industries, today in

telecommunication sector there are many company, like BSNL, Airtel, Reliance and now idea & TATA has also launched his telecommunication service TATA Indicom, so, Vodafone has to face many competition in the market in the case of sales promotion activities in telecom with special reference to vodafone cellular, so, Vodafone has improve thee tower in the Rural area also I want to recommended to Vodafone cellular to established there tower as fast as they can do so, Vodafone is a big and stable company so they have to improve themselves as a good telecom service provider. SUGGESTIONS Following are the suggestions given so that Vodafone can serve people & its customer in an improvement way:Vodafone should decrease call rates for local users.

Vodafone should provide more offers to post-pay post paid customer Increase.

Customer so that the number of

Vodafone should introduce some new sms sheme for the youngsters. Vodafone should introduce more scheme & offers

Vodafone should introduce more scheme & offers to its old customers QUESTIONNAIRES Q.(1.). Are you selling sim card? Ans; - (a) Yes (b) No (2). which type of sim service provided? Ans: - (a) Prepaid (b) Postpaid (c) Both(3). Are you sell recharge vouchers? Ans: - (a) Yes (b) No (4). Which kind of recharge vouchers sell mostly? Ans: - (a) Paper Recharg (b) Electronic Recharge (c) Both

(5). Which Network you prefer to sell ? Ans:- (a)Vodafone (d) Airtel (b) Bsnl (e) Tata (c)Idea (g)Reliance

(6). Do you have any problem with any service provider ? Ans:- (a) Yes (b) No (7). Are you satisfy with the current Vodafone plans and Service ? Ans;- (a) Yes (b) No (c) Cant Say (8) Do you know the attractive margins & schemes? Ans:- (a) Yes (b) No (9). Do you sell Sim & Recharge? Ans:- (a) Yes (b) No (10). would you like to sell Sim & Recharge when your Customer demands? Ans:- (a) Yes (b) No

(11). Is there any demand of Sim & Recharge? Ans: (a) (b) (c) Bibliography (1)C.P. Bhatnagar, Performance Management Systems (2) K. Ashwatthapa, Human Resource and Personnel Management. (3)C R Kothari (4) Marketing Management Philip Kotler. Websites: http://www.vodafone.com/start/media_relations/news/local_press_releases/portugal/port ugal_press_release/vodafone_had_highest.html http://en.wikipedia.org/wiki/Customer_satisfaction http://en.wikipedia.org/wiki/Hutch_(Indian_cellular_company) http://en.wikipedia.org/wiki/Vodafone http://bora.nhh.no/bitstream/2330/1919/1/Saplitsa%202008.pdf www.anacom.pt/render.jsp?contentId=606658 www.iimcal.ac.in/community/consclub/reports/telecom.pdf www.vodafone.in Yes No Upto Some Extant

www.reliancemobile.com www.airtel.com www.google.com