Vodafone And Airtel And Customer Satisfation Marketing Essay

Vodafone And Airtel And Customer Satisfation Marketing Essay The Indian Telecommunications network with 110.01 million connections is the fifth largest in the world and the second largest among the emerging economies of Asia. Today, it is the fastest growing market in the world and represents unique opportunities for U.S. companies in the stagnant global scenario. The total subscriber base, which has grown by 40% in 2005, is expected to reach 250 million in 2007. According to Broadband Policy 2004, Government of India aims at 9 million broadband connections and 18 million internet connections by 2007. The wireless subscriber base has jumped from 33.69 million in 2004 to 62.57 million in FY2004- 2005. In the last 3 years, two out of every three new telephone subscribers were wireless subscribers. Consequently, wireless now accounts for 54.6% of the total telephone subscriber base, as compared to only 40% in 2003. Wireless subscriber growth is expected to bypass 2.5 million new subscribers per month by 2007. The wireless technologies currently i n use are Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA). There are primarily 9 GSM and 5 CDMA operators providing mobile services in 19 telecom circles and 4 metro cities, covering 2000 towns across the country. Vodafone Group plc is a global telecommunications company headquartered in Newbury, United Kingdom. It is the worlds largest mobile telecommunications company measured by revenues and the worlds second-largest measured by subscribers (behind China Mobile), with around 332 million proportionate subscribers as at 30 September 2010. It operates networks in over 30 countries and has partner networks in over 40 additional countries. It owns 45% of Verizon Wireless, the largest mobile telecommunications company in the United States measured by subscriber The name Vodafone comes from voice data fone, chosen by the company to reflect the provision of voice and data services over mobile phones Its primary listing is on the London Stock Exchange and it is a constituent of the FTSE 100 Index. It had a market capitalization of approximately  £92 billion as of November 2010, making it the third largest company on the London Stock Exchange. It has a secondary listing on NASDAQ.In 1980, Sir Ernes t Harrison OBE, chairman of Racal Electronics plcs, the UKs largest maker of military radio technology, agreed a deal with Lord Weinstocks of General Electric Company plc to allow Racal to access some of GECs tactical battlefield radio technology. Briefing the head of Racals military radio division Gerry Whent to drive the company into commercial mobile radio, Whent visited GEs factory in Virginia USA in 1980. In 1982, Racals newly formed subsidiary Racal Strategic Radio Ltd under CEO When, won one of two UK cellular telephone network licenses; the other going to British Telecom The network, known as Racal Vodafone was 80% owned by Racal, Millicom with 15% and Hambros Technology Trust 5% respectively. Vodafone was launched on 1 January 1985Racal Strategic Radio was renamed Racal Telecommunications Group Limited in 1985. On 29 December 1986, Racal Electronics bought out the minority shareholders of Vodafone for GB £110 million. Under stock market pressure to realize full value for shareholders (the mobile unit was being valued at the same amount as the whole Racal group), in September 1988, the company was again renamed Racal Telecom, and on 26 October 1988, Racal Electronics floated 20% of the company. The flotation valued Racal Telecom at GB £1.7 billion. On 16 September 1991, Racal Telecom was demerged from Racal Electronics as Vodafone Group. In July 1996, Vodafone acquired the two thirds of Talk land it did not already own for  £30.6 million. On 19 November 1996, in a defensive move, Vodafone purchased Peoples Phone for  £77 million, a 181 store chain whose customers were overwhelmingly using Vodafones network. In a similar move the company acquired the 80% of Astec Communications that it did not own, a service provider with 21 stores. In 1997, Vodafone introduced its Speech mark logo, as it is a quotation mark in a circle; the Os in the Vodafone logotype are opening and closing quotation marks, suggesting conversation. untitled.bmp Bharathi Airtel Sunil Bharti Mittal founded the Bharti Group. In 1983, Sunil Mittal was into an agreement with Germanys Siemens to manufacture the companys push-button telephone models for the Indian market. In 1986, Sunil Bharti Mittal incorporated Bharti Telecom Limited (BTL) and his company became the first in India to offer push-button telephones, establishing the basis of Bharti Enterprises. This first-mover advantage allowed Sunil Mittal to expand his manufacturing capacity elsewhere in the telecommunications market. By the early 1990s, Sunil Mittal had also launched the countrys first fax machines and its first cordless telephones. In 1992, Sunil Mittal won a bid to build a cellular phone network in Delhi. In 1995, Sunil Mittal incorporated the cellular operations as Bharti Tele-Ventures and launched service in Delhi. In 1996, cellular service was extended to Himachal Pradesh. In 1999, Bharti Enterprises acquired control of JT Holdings, and extended cellular operations to Karnataka and Andhra Pradesh. In 2000, Bharti acquired control of Skycell Communications, in Chennai. In 2001, the company acquired control of Spice Cell in Calcutta. Bharti Enterprises went public in 2002, and the company was listed on Mumbai Stock Exchange and National Stock Exchange of India. In 2003, the cellular phone operations were rebranded under the single Airtel brand. In 2004, Bharti acquired control of Hexacom and entered Rajasthan. In 2005, Bharti extended its network to Andaman and Nicobar. In 2009, Airtel launched its first international mobile network in Sri Lanka. In 2010, Airtel began operating in Bangladesh and 16 African countries. Today, Airtel is the largest cellular service provider in India and fifth largest in the world. Aims and objectives: To see whether the customer of Vodafone and airtel are satisfied or not? To find out which telecom company have good plans of value added service and what type of plans subscriber like. Methodology: A survey was conducted on the customers of Vodafone and airtel . Personal interaction was made while conducting the survey. The primary data source includes that Final questionnaire filled by 100 customers. The Questioners include following: Close ended questions. Open ended questions. Suggestions of the customers. All the respondents were asked their own suggestions and they are mentioned after the responses. The secondary data sources were Internet, Broachers, gallery etcà ¢Ã¢â€š ¬Ã‚ ¦Ãƒ ¢Ã¢â€š ¬Ã‚ ¦Ãƒ ¢Ã¢â€š ¬Ã‚ ¦ Problem Statement: There was a need to know the present position of the Vodafone and airtel telecommunication service provider and to know the level of the customer satisfaction. This will help out to both telecommunication service provider companies to improve their customers next visit and to retain in the Business Research Objective: Customer Satisfaction for Vodafone and Airtel Background: The report is based on the data collected from the customers, who are the users of Vodafone and Airtel also. Pilot Sampling: A Pilot Survey was conducted on 20 Respondents of customers of Vodafone and airtel. The aim of this Pilot Survey to get an idea of the question that can be asked in main questionnaire Survey and It also help out me in creating the options in the main questionnaire survey. Sampling Size: The Sample size was 100Respondents, who the users of both Vodafone and Airtel and are students of my college. The survey was conducted in my college premises only. Target Audience: Students who are using Vodafone as well as airtel service. Analysis Sms pack Which telecommunication service do you use? Conclusion: Above Pie-chart speaks about both customers are using airtel as well as Vodafone. 2) Do you use SMS pack service on your cell phone? Conclusion: Above pie chart speak about most of the 95% customer are using sms pack and 5% are not using sms pack. 3) Which companys SMS packing service do you use? Conclusion: Above Pie-chart speaks about both customers are using airtel as well as Vodafone. What influenced you to activate SMS service on: Conclusion :(Airtel) Above pie chat speak about that 77% customer come to know from the friend,12% come to know from the schemes,8% come to know from the advertisement and 3% come to know from the any other (brochers,banner etc) Conclusion :(Vodafone) Above pie chat speak about that 70% customer come to know from the friend,15% come to know from the schemes,11% come to know from the advertisement and 4% come to know from the any other (brochers,banner etc) 5)Which SMS pack service have you experienced using on: Airtel Vodafone Rs 9 (40 all loc sms) 1 day Rs 4( 100locnat sms) 1day Rs 24(5000 all loc+std sms) 10day Rs 10(50loc%nat sms) 10day Rs 67(15000 all loc+td sms)30 day Rs15 (75 loc%nat sms) 15day Rs 26(5000loc%nat sms) 10day Rs 36(1000loc%nat sms) 30day Rs 66(15000loc%nat sms) 30day Conclusion: Above table speak about list of sms pack service that airtel and Vodafone customer have experience before. 6)Which SMS pack schemes do you use currently on: Airtel Vodafone Rs 67(15000 all loc+std sms)30 day Rs 66(15000loc%nat sms) 30day Conclusion: Above table speak about most of airtel customer are currently using Rs 67(15000 all loc+std sms)30 day and most of the Vodafone customer are currently using Rs66(15000loc%nat sms) 30day . 7) How often do you activate SMS schemes on your mobile? Conclusion: Above line graph speak about 63% of customer are often are using activate SMS schemes on mobile,19% of customer are frequently activate SMS schemes on mobile,6% of customer are once a month activate SMS schemes on mobile,7% of customer are once 3 month activate SMS schemes on mobile and ,5% of customer are once a 6 months activate SMS schemes on mobile. 8) What do you think about the pricing of these SMS packs? Airtel: ok Vodafone: very good and excellent. Do you think that SMS pack service of Airtel is better than that of Vodafone? Conclusion: Above pie chart speak about 15% customers has said that sms pack service of airtel is better then of Vodafone and 85% said that sms pack service of Vodafone is better then airtel. How satisfied are you with the SMS pack service provided by Airtel? Conclusion: Above line graph speak about 15% customers of airtel are highly satisfied on sms pack service,25% customers of airtel are satisfied on sms pack,10% customers of airtel are neither satisfied nor dissatisfied on sms pack , 20%customers of airtel are dissatisfied on sms packand 30%customers of airtel are highly dissatisfied on sms pack service. How satisfied are you with the SMS pack service provided by Vodafone? Conclusion: Above line graph speak about 50% customers of airtel are highly satisfied,40% customers of airtel are satisfied,5% customers of airtel are neither satisfied nor dissatisfied , 3%customers of airtel are dissatisfied and 2%customers of airtel are highly dissatisfied. 12) According to you SMS pack service of which telecom service provider is better? Conclusion: Above line graph speak about 75% customer are said that Vodafone is better then airtel and 25% of airtel customer said that airtel is better then Vodafone. 13) Do you have any complaints? Airtel: No proper range High price Less awareness Messages pending mostly Vodafone: Increase validity of sms pack 14) Which service providers SMS pack service will you recommend to others in future? Conclusion: Above pie chart speak about that 71% of customers will recommend to Vodafone only in future, 24%% of customers will recommend to airtel only in future, and 5% for the both. Night calling Do you use Night calling service on your cell phone? Conclusion: Above pie chart speak about most of the 61% customer are using night calling pack and 39% are not using night calling pack. If yes then, which companys Night calling service do you use? Conclusion: Above pie chart speak about 5% of customers are using airtel only, 10% of customers are using Vodafone, and 85% of customers are using both. What influenced you to activate Night calling service on: Conclusion :(Airtel) Above pie chat speak about that 78% customer come to know from the friend,15% come to know from the schemes,5% come to know from the advertisement and 2% come to know from the any other (brochers,banner etc) Conclusion :(Vodafone) Above pie chat speak about that 70% customer come to know from the friend,15% come to know from the schemes,11% come to know from the advertisement and 4% come to know from the any other (brochers,banner etc) Which Night calling schemes do you use currently on: Airtel Vodafone Rs 28(300 night loc airtel min) 5 day Rs 22(175 loc Vodafone night min) 15 day Conclusion: Above table speak about most of airtel customer are currently using Rs 28(300 night loc airtel min) 5 day and most of the Vodafone customer are currently using Rs 22(175 loc Vodafone night min) 15 day. How often do you activate Night calling scheme on your mobile? Conclusion: Above line graph speak about 41% of customer are often are using activate night calling pack on mobile,52% of customer are frequently activate night calling pack on mobile,3% of customer are once a month activate night calling pack on mobile,2% of customer are once 3 month activate night calling pack on mobile and ,1% of customer are once a 6 months activate night calling pack on mobile. What do you think about the pricing of these Nights calling scheme? Ok satisfied Good Very good Attractive Do you think that Night calling scheme of Airtel is better than that of Vodafone? Conclusion: Above pie chart speak about 8% customers has said that night calling pack of airtel is better then of Vodafone and 92% said that night calling pack of Vodafone is better then airtel. How satisfied are you with the Night calling service provided by Airtel? Conclusion: Above line graph speak about 2% customers of airtel are highly satisfied with night calling service,10% customers of airtel are satisfied with night calling service ,26% customers of airtel are neither satisfied nor dissatisfied with night calling service , 57%customers of airtel are dissatisfied and 5%customers of airtel are highly dissatisfied with night calling service. How satisfied are you with the Night calling service provided by Vodafone? Conclusion: Above line graph speak about 64% customers of Vodafone are highly satisfied with night calling service,27% customers of Vodafone are satisfied with night calling service ,4% customers of Vodafone are neither satisfied nor dissatisfied with night calling service , 3%customers of Vodafone are dissatisfied and 2%customers of Vodafone are highly dissatisfied with night calling service. According to you Night calling service of which telecom service provider is better? Conclusion: Above line graph speak about 78% customer are said that night calling service of Vodafone is better then airtel and 22% of customer said that night calling service of airtel is better then Vodafone. Do you have any complaints: Airtel: no range, no clarity, price Vodafone: no. its ok and excellent. Which service providers Night calling pack service will you recommend to others in future? Conclusion: Above line graph speak about 3% of customer will recommended to airtel night calling pack service provider , 89% of customer will recommended to Vodafone as a night calling pack service provider and 8% of customers will recommended to both service providers. 13) Your suggestions to: Airtel :__________________________________________________________ __________________________________________________________ Vodafone : __________________________________________________________ __________________________________________________________ CONCLUSION AND LEARNING To end my project report, I would like to say that it was a really great experience working with Vodafone and airtel telecom industry Through this Internship I gained a lot of knowledge in this Project. It was a great experience to interact with the customers of Vodafone and airtel. Finally I want say thanks to the Vodafone and Airtel executive officer for allowing me to gain valuable information, for giving me an opportunity to conduct this study. From the above research I have done I can conclude that Vodafone is much better than airtel and hence airtel needs to work hard and get better. Specially about the sms packs, the pending messages which irritate the customers and the range at night. RECOMMENDATIONS/SUGGESTIONS Sms pack For Vodafone The validity for the sms pack should be increased as the customers those who are sending sms regularly are facing problem. More messages should be offer to customers for less money For Airtel Messages pending Slow delivery is there. So try to increase the speed. Easy service More messages should be offer to customers for less money More advertising should be done in order attract the customers. Night calling Vodafone:- Increase timings hours from (10.00pm to 8.00am) firstly it was (11.00pm to 8.00am) Reduce the price Validity should be increase. Should improve the scheme for night calling Airtel: Range problem. So set up a good range towers Promote your services to maximum end customers More advertising /promotion should be done in order attract the customers. Increase timings hours from (10.00pm to 8.00am) first it was (11.00pm to 6.00am) Bibliography Website: www.vodafone.in www.airtel.com www.google.com