Prof. FAROOQUE A. MAJED
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SHREEYASH PRATISHTHAN’S SHREEYASH INSTITUTE OF MANAGEMENT AURANGABAD PROJECT REPORT ON “Customer satisfaction seen in Reliance Telecom” SUBMITTED BY: GANESH APPASAHEB JAGTAP SYIM-16 UNDER GUIDANCE OF Prof. FAROOQUE A. MAJED DR. BABASAHEB AMBEDKAR MARATHWADA UNIVERSITY, AURANGABAD 2010-2011 1 SREEYASH INSTITUTE OF MANAGEMENT DECLARATION I, hereby declared that this project submitted by me in my partially fulfillment of master of business administration is a genius work of mine. It has not being submitted either fully or partly to this or any other institute prior, in any other connection. GANESH A. JAGTAP M.B.A. (IV SEM) SYM-16 2 SREEYASH INSTITUTE OF MANAGEMENT CERTIFICATE This is to certify that MR.GANESH APPASAHEB JAGTAP is a student of M.B.A. marketing IV SEM has successfully completed the project entitled “CUSTEMER SATISFACTION SEEN IN RELIANCE TELECOM “as per the requirement of DR. Babasaheb Ambedkar Marathwada University, Aurangabad in partial fulfillment of M.B.A.(Master Of Business Administration) course in the academic year 2010-2011. Dr. M.V. MANKAR PROF. FAROOQUE A. MAJED Director Project guide SYIM Aurangabad. 3 SREEYASH INSTITUTE OF MANAGEMENT ACKNOWLEDGMENT My foremost thanks to project guide Prof. Farooqui A.Majed, Shreeyash institute of management, Aurangabad for his valuable guidance during the course of my project.. I am also thankful to our Director Dr.M.V.Mankar, for motivating me in my project. For a M.B.A. student, his regular project is very important for the carrier, everybody wishes to get a good organization for project, which have contributed forming to get project & gave me a chance to work with such topic and learned out most of it. Thanking You GANESH A. JAGTAP M.B.A. MARKETING (IV SEM) SYM-16 4 INDEX SR.NO. PARTICULARS PAGE NO. 1. EXECUTIVE SUMMARY 6-8 2. INTRODUCTION 9-13 3. OBJECTIVES 13-14 4. INDUSTRY PROFILE 14-35 5. RESEARCH METHODOLOGY 36-40 DATA ANALYSIS AND 6. 41-51 INTERPRETATION 7. FINDINGS 52-53 8. SUGGESTIONS 54-55 9. CONCLUSION 56-57 10. LIMITATIONS 58-59 11. BIBLIOGRAPHY 60-61 12. ANNEXURES 62-65 5 6 EXECUTIVE SUMMARY 7 EXECUTIVE SUMMARY Customer satisfaction is a key factor towards an organization for its future performance .If the customers are satisfied with the products they are not shift to the other products. The main objective of this project work to measure the satisfaction level of Reliance’s existing prepaid customers. To understand the customer expectations from prepaid connections as provided by the Reliance communication. For analysis of this data I have prepared questionnaire which includes questions like, what is the main reason for selecting Reliance prepaid connection?. Which kind of prepaid connection? etc. The number of respondent is 100 from Aurangabad city. After collection of data I analyze and interpret data using Bar diagrams after analyzing data some findings are, The customers were average satisfied with the offers offered by the company. The existing customers did not have any problem with the quality of the product and the services provided by the company. The new customers wanted the connection because of the quick connection facility of the Reliance. It was found that many customers were unaware of the sales promotional scheme provided by Reliance communication. The customers did not know of such schemes the Reliance was having. Few customers were unhappy with after sales services provided by the company and that s why these customers were going for the competitor s products. After explaining the scheme to the customers, it was found that customers wanted the Reliance communication. Also they found the scheme to be more beneficial.Customers is not satisfied with coverage and GPRS.There is congestion problem for services. Since many decades, aggressive sales and promotion approach has been followed majorly by all organizations, irrespective of their size, scope of operations or domains. To conclude, it can be said that so far Reliance has positioned itself in the Indian market without any aggressive promotional strategy. 8 The geographical scope of my project was limited to AMC regions. From the project I came to know about the buying behavior of the customer. Reliance communication Product Position in the customer’s mind and how to deal with customers. From the project work it also came to know the problems faced by the customers. All this is presented in the report in different chapters. Some conclusions are, The Company is now trying to set up its brand image through aggressive promotional activities and improved customer support system. Reliance has been targeting the customers for large account sales. Awareness among people with Reliance is average only they have captured the name more aptly, thanks to extensive advertising. Some suggestions are, the existing customers were not happy with the After Sales Services, and so company should improve the customer care department. As these customers are Reliance’s market share is increasing due to the reputation and the tariff plans that the company is providing, so the company should continue with the plans so as to maintain the progress rate. The company should employ some persons so as to provide the quick on net, as desired by the customers and better services. Future also company should use such schemes so as to get the maximum share of the market by increasing the sales. 9 INTRODUCTION 10 INTRODUCTION The ultimate aim of every organization is to sell the products, which the company manufactures and to make profit. A successful product or service means nothing unless the benefit of such a service can be communicated clearly to the target market. Today’s world is full of competition and manufacturing the product is not enough, the same product needs to be communicated or the consumers should be made known about the availability of the product. Also it becomes important to propagate the additional features about the product. Introduction To The Topic At RELIANCE COMMUNICATION (RCOM) I was assigned with the topic as: “Analysis on customer satisfaction for Reliance prepaid connections at Aurangabad” for my project work. Customer satisfaction: The degree to which a customer’s expectations are fulfilled or surpassed by a product. In a competitive marketplace where businesses compete for customers, satisfaction is seen as a key differentiator and become a key element of business strategy. Some facts about customer satisfaction: 1) A highly satisfied customer generally talks favorably about the company and its products, pay less attention to competing brands and are less sensitive to price offers. 2) High satisfaction or delight creates an emotional bond with the brand or c Company. 11 3) Two consumers are satisfied or dissatisfied for different reasons. 4) For consumer centre companies, consumer satisfaction is goal as well as a marketing tool. Methods to measure customer satisfaction: Organization are increasingly interested in retaining existing customers while targeting non customers, measuring customer satisfaction provides and indication of how successful the organization is at providing products or services to the marketplace. Customer satisfaction can be measure with the help of following tools: 1. Periodic Surveys 2. Consumer Loss Rate 3. Mystery Shoppers 4. Monitor Competitors Performance If we summaries all the measures then we can say that, customer satisfaction can be achieved by following only 7 steps. These steps are as follows: 1. Encourage face to face dealings. 2. Respond to message promptly & keep our clients informed. 3. Friendly and approachable. 4. Should have clearly-defined customer service policy. 5. Attention to detail. 6. Anticipate our client’s needs and go out of way to help them out. 7. Honors our promises. The main objective of the project was to Study the level of customer satisfaction for Reliance. The company had a Sales Promotional plans for which, I was asked to promote the offer and to study the effectiveness of the scheme. 12 Reason For Selection Of This Topic My primary objective was to promote the GSM Lifetime card’s and to promote the different offers of the company. While promoting the product, I was using the Personal Selling Tool to promote the GSM Lifetime card’s to the customers. I had a good chance to interact with the customers and to under stand the concerns of the customers and problems faced by the existing customers. This project work also gave me the opportunity to understand The Buying Behaviour of the customers in case of Telecom Industry and customer satisfaction about the company. 13 OBJECTIVES:- PRIMARY OBJECTIVES · The Primary Objective behind the project was analysis of the satisfaction level of customers for GSM & CDMA of Reliance prepaid Connection, which the company had. And to gather the reaction of the people for the same. SECONDARY OBJECTIVE: · To know the awareness of Reliance’s Brand. · To study the customer satisfaction in case of the existing customers. · Understand customer expectations from prepaid connections as provided by Reliance Communications. · Bring forward the basic problem associated with the prepaid connections providers and suggest the possible solutions for the same. 14 INDUSTRY PROFILE 15 Indian Telecom Industry BACKGROUND One of the fastest growing industries in the world, the thrust in India is on improving basic telephony services followed by value-added ones. Across the world, in fact, MNCs are investing in developing countries because of a huge latent demand unlike in the developed world, where telephone penetration has reached saturation levels. Historically, the telecommunications sector was initiated and controlled by the government. But in the last two decades, all over the world, the sector has undergone a lot of restructuring, opening up to the private sector and competition. In the developing world, that has triggered an influx of foreign capital and technology. In spite of all the delays, India has managed to take steps towards the privatization of and introduction of competition in basic telecom services.