8447779800, Low rate Call girls in Kotla Mubarakpur Delhi NCR
Indian Telecom GSM Service Ppt
1. Dissertation Oral Presentation on
Cause & affect relationship to
measure satisfaction level of GSM customers
TERM-VII Jan 2010-2012
Prepared by
SUNAM PAL
10PG(J)45
Under the Guidance of
1
Prof. Sunil D.Anto
3. INTRODUCTION
Research Overview
Problems faced by marketers
Research Topic
Relevance to real world
Research Objectives
Need
Proposed Null Hypothesis
Scope
Assumptions Considered
Limitations of study
Research Purpose
Industry Market shares
Research Motivation
DISSERTATION JAN 2010 -2012 3
4. DISSERTATION JAN 201-2012
INTRODUCTION
Research Overview
The industry chosen is Telecom Industry & service is [GSM]
cellular mobile SIM.
This is purely a cause affect research that has established a
relationship to understand on what basis GSM customers
evaluate a particular [GSM] mobile operator in post purchase
stage to conclude whether they are satisfied or not.
It has also focused on key factors that influence customer
buying decision and when customer would stick to any particular
[GSM] operator.
This research provides a deeper insight into various customer
priorties during post purchase evaluation that sets a standard for
service provider to understand under what circumstances
4
customers would respond positively or may not revert back SAT
15 OCT
5. DISSERTATION JAN 201-2012
INTRODUCTION
Research Topic
Cause & affect relationship to measure
satisfaction level of GSM customers
To identify & prioritize the factors that would make customer
satisfied after subscription to any [GSM] operator in India &
deriving a cause affect relationship between those factors
& customer satisfaction level.
5
SAT
15 OCT
6. DISSERTATION JAN 201-2012
INTRODUCTION
Proposed Objectives
S.no Objectives Proposed
1. To identify the factors that would decide
Objective:1 customers satisfaction level (Sa) after they
subscribe to any GSM service.
2. To prioritize those identified factors based on
Objective:2
their impact on satisfaction level of customer.
3. To design a cause affect relationship
Objective:3 X-Y statistical equation to prove relationship
among those factors & customer satisfaction level. 6
SAT
15 OCT
7. DISSERTATION JAN 201-2012
INTRODUCTION
Proposed null hypothesis
S.no Null Hypothesis Proposed
There is a positive correlation between customer
Hypothesis : HA0
satisfaction level (Sa) & quality of service (Q).
There is a positive correlation between customer
Hypothesis : HB0
satisfaction level (Sa) & Performance of service (R).
There is a negative correlation between customer
Hypothesis : HC0
satisfaction level (Sa) & price (P).
There is a positive correlation between customer
Hypothesis : HD0 satisfaction level (Sa) & Problem addressed by
customers (P).
There is a negative correlation between customer
Hypothesis : HE0
satisfaction level (Sa) & Network traffic (N). 7
SAT
15 OCT
8. DISSERTATION JAN 201-2012
INTRODUCTION
Assumptions considered
All locations are considered to be equivalent while
undergoing analysis. No distinction or emphasis was
done based on different geographic locations
• Assumption:1
This research didn’t include impact of gender ,
hence responses from both male & female were
considered same.
• Assumption:2
8
SAT
15 OCT
9. DISSERTATION JAN 201-2012
INTRODUCTION
Research Purpose
To understand on what basis marketers can evaluate a particular
target customer beforehand to decide whether they are going to
be satisfied or not. To know what factors consitute their
satisfaction level & how those factors are correlated with
satisfaction level. Also to get clarity on customer buying preferance.
Research Motivation
Being from Telecommunication background with Bachelor of
technology in Electronics telecommunication Engineering, it was very
much important to know, how customer choose a particular [GSM]
telecom operator . On what basis they evaluate a particular operator 9
after purchase.
SAT
15 OCT
10. DISSERTATION JAN 201-2012
INTRODUCTION
Problems faced by Marketers
Difficulty in knowing the factors which makes customer satisfied
and on what circumstances or changes being made to each of
those factors will impact on rise or fall of GSM customer
satisfaction level. What attributes of services is utmost priority to
customer.
.
Relevance to real world
The mathematical equations developed in this research will help
marketers to modify its features & existing services on timely
basis that can best fit to their target market and also will help to
design services in such a way that it is able to differentiate from 10
rest of the market players.
SAT
15 OCT
11. DISSERTATION JAN 201-2012
INTRODUCTION
Need
• Effective designing of services
1
• Gaining competitive advantage
2
• Creating a potential market to cater to customers
3
Scope
Scope 1 • Developing customer satisfaction level metrics
Scope 1 • Predicting customer response beforehand.
11
• Support a model equation to help marketers to
Scope 1 modify any selected factors for an existing service
SAT
15 OCT
12. DISSERTATION JAN 201-2012
INTRODUCTION
Limitations of the study
Research doesn’t take into account how satisfaction level depends
on demographic factors like age, culture & gender
It considers all geography locations & gender as same
Research focuses only on top most factors, eliminating other
factors that may be influencing customer satisfaction level but
their impact is less
May not conclude to complete solution and have certain
constraints 12
SAT
15 OCT
16. RESEARCH METHODOLOGY
Research Design
Target Sample
Type of Research
Primary scales Used
Sources of data
Analysis tool used
Data collection method
Sample Size
Nature of sampling
Software Package tool used
Sampling Type
DISSERTATION JAN 2010-2012 16
18. DISSERTATION JAN 201-2012
RESEARCH METHODOLOGY
Type of Research
Causal Research
It is done to establish a cause and affect relationship between factors &
customer satisfaction level
How variable function F(X) affects variable Y.
*Dependent variable : Sa , Satisfaction Level
*Independent variable : F(X), Factors influencing satisfaction level.
Y = F(X) + C
Where is C is constant value
Here F(X) may be combination of several factors as shown below 18
F (X) = F (X1) + F (X2) + F (X3) + F (X4) ……….
SAT
15 OCT
19. DISSERTATION JAN 201-2012
RESEARCH METHODOLOGY
Sources of data
• The main sources of primary research
data were all those customers from
Primary Data various part of India subscribed to
any [GSM] services . Customers from
all age groups were targeted.
• Website search was done r to get an
idea about telecom Industry and
market share of various service
operator.
Secondary Data • Online journals were used to compose
review of literature and to know the
opinions & results of other research
done in similar field or very close to it. 19
SAT
15 OCT
21. DISSERTATION JAN 201-2012
RESEARCH METHODOLOGY
Nature of Sampling
Probability Sampling :
Probability sampling is one in which each population element
has a known and equal chance of being included in the *sample
The population size is known.
N0 = 55,95,50,000
Sampling Type
Simple Random Sampling
This is a type of sampling in which samples were chosen
randomly from the entire pool of population. 21
Each element in the population had a known and equal
probability of selection. SAT
15 OCT
22. DISSERTATION JAN 201-2012
RESEARCH METHODOLOGY
Target Sample
Different Occupations Geographical Locations
Bangalore Region
Working professionals mainly
National Capital Region ( Delhi,
from [IT], Banking, Hospitality,
Noida, Gurgaon)
Electronics, Telecom &
Manufacturing Industries across West India (Mumbai, Pune)
India East India (Kolkata)
Students mainly of Management, South India ( Chennai, Hyderabad)
Engineering, Chartered South –East India ( Bhubaneswar,
Accountants ,Biotechnology & Ranchi, Rourkela)
life science background across
India State wise coverage : Karnataka,
Friends on social networking sites Andhra Pradesh, Tamil Nadu, Kerala,
Gender Maharashtra, Goa, Madhya Pradesh,
NCR region, Gujarat, Uttar Pradesh,
Both male & female were Punjab, Rajasthan, Haryana, West
Bengal, Orissa, Jharkhand, Bihar,
22
surveyed
Sex ratio was balanced close to Chhattisgarh, Tripura & Assam SAT
52%-48%. 15 OCT
23. DISSERTATION JAN 201-2012
RESEARCH METHODOLOGY
Primary scales used
• Name, Place, Gender, Age
Nominal Scale • Comments, Contact address ,email-Id
• Ranking of factors,
Ordinal Scale • Customer priorities, Ordering factors
• 5 point scale scale ,
Interval Scale • Bipolar scale rating
• Price, Tariff rates
Ratio scale • Number of SIM used by people
23
SAT
15 OCT
24. DISSERTATION JAN 201-2012
RESEARCH METHODOLOGY
Analysis tool used
Multiple Linear Regression Analysis
Cross Tabulation
Correlation Analysis
Reliability Test
Ranking Table
Descriptive statistics
Graphical Analysis 24
SAT
15 OCT
26. DISSERTATION JAN 201-2012
RESEARCH METHODOLOGY
Software package/ tools used
SOFTWARE TOOL ANALYSIS TOOL
Correlation, Regression,
IBM SPSS STATISTICS Descriptive, Central Tendencies,
V.14 Reliability Test, Cross Tabulation,
Plotting charts
Prioritizing Matrix ,Percentage
Microsoft Excel calculation, Market share, Ratios,
V.2010 Frequency Tables, Plotting,
Graphical Analysis
Google Form Frequency & Graphical Analysis 26
SAT
15 OCT
28. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
PHASE 1: Online Checklist survey form
To identify & Priortize various factors
Sample Size
responsible for customer satisfaction
23 People
Plotting Frequency
Table
.
Charts
PHASE:1 Graphical
.
Analysis Analysis
Online
Survey Form Percentage Priortization 28
Calculation Matrix .
SAT
15 OCT
29. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Factor Frequency table
ATTRIBUTE FREQUENCY %
1.Optimal Service Quality 14 61%
2. Service Reliability/Service Guarantee 8 35%
3. Justified Value & benefit for Money 11 48%
4. Reasonable price rates for Call/SMS/Roaming 17 74%
5. Customized flexible discounts/offers available after 2 9%
purchase
6. Ease of technicality/usage 4 17%
7. Low traffic in network/ Network doesn’t remain busy 16 70%
for most of the time
8. Wide variety of Offers/Boucher/recharge available 8 35%
9. Additional services like Internet, 16 70%
GPRS,Downloads,Software uploads etc. 29
10. Brand Image Itself 3 13%
SAT
15 OCT
30. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Factor Frequency table
ATTRIBUTE FREQUENCY %
11. Saves cost on connecting with friends/loved 8 35%
ones/family/relatives using the same GSM service
12. Ease to remember your own number 9 39%
13. Problems being well addressed by customer care 11 48%
14. Ease of prepaid recharge/Postpaid payment through 9 39%
website portal via online banking/Credit/Debit cards
15. Immediate access to network as soon as you buy a 8 35%
SIM
16. Availability of Boucher/offer in your nearest store 7 30%
17. High Performance 12 52%
18. Functional ability of the service to do as it was 1 4%
intended
19. High customer security & privacy maintained for 5 22%
30
customer database SAT
20. Customer care frequently in touch with customer 5 22% 15 OCT
31. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Factor Frequency table
ATTRIBUTE FREQUENCY %
21. Ease of Internet/GPRS Installation 9 39%
22. Correctness of Information delivered 1 4%
23. All features demanded are well Integrated 2 9%
24. Number can be reused when you change your 4 17%
SIM
25. Flexibility in offerings made 1 4%
26. Easy to identify problem & act on it 2 9%
27. Sustainable life of SIM 3 13%
28. Maintainable 1 4%
29. Scalability : Same SIM can be modified & extra 3 13%
features can be easily added in future
31
30. High Quality sound clarity while conversion / 11 48%
No network disturbance/ No noise SAT
15 OCT
32. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Results
Only those factors which were close to 50% or had 50% above preference
or in other way the frequency were more than 10 were selected
Factor Priority Table
ATTRIBUTES RANK PRIORITY %
1.Reasonable Price rates 1 15.74074074
2.Network Traffic 2 14.81481481
3.Additional Service 2 14.81481481
4.Service Quality 3 12.96296296
5.Performance 4 11.11111111
6.Benefit for Money 5 10.18518519
7.Sound Clarity 5 10.18518519 32
8.Problems addressed by customer care 5 10.18518519 SAT
15 OCT
33. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Results
FINDINGS & DISCUSSIONS
Only those factors which were close to 50% or had 50% above preference
or in other way the frequency were more than 10 were selected
From the priority matrix Prioritythat Reasonable price
Factor it seems Table
rates, network traffic & additional [GSM] service were of
ATTRIBUTES
top most high importance. RANK PRIORITY %
1.Reasonable Price rates 1 15.74074074
Additional
2.Network Traffic service, Quality & Performance were also
2 14.81481481
important factors considered while customer feel satisfied
3.Additional Service 2 14.81481481
about a [GSM] operator.
4.Service Quality 3 12.96296296
5.Performance for money, Sound clarity & role of4
Benefit customer 11.11111111
care in
6.Benefit for Money 5 10.18518519
handling problems also played a vital role in customers mind
7.Sound Clarity 5 10.18518519 33
8.Problems addressed by customer care 5 10.18518519 SAT
15 OCT
34. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Results
FINDINGS & DISCUSSIONS
Only those factors which were close to 50% or had 50% above preference
Objective 1: Achieved
or in other way the frequency were more than 10 were selected
The important factors responsible
Factor Priority Table
for customer satisfaction were
identified
Objective 2: Achieved
The factors were ranked & 34
priortized SAT
15 OCT
35. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Graphical Results
Number of mobile operators GSM Type of mobile communication
SIMS customers have used till date
Gender Classification factors customers consider most
35
SAT
15 OCT
36. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Graphical Results: Customer Buying
Influenced by – Parents Influenced by - Spouse
Influenced by - Girl Friend/Boy Friend Influenced by – Friends
Influenced by - Girl Friend/Boy Friend Influenced by – Friends
36
SAT
15 OCT
37. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Graphical Results: Customer Buying
FINDINGS & DISCUSSIONS
Influenced by Office peers/ colleagues Influenced by - Organization they belong
30 % of people are using 3 [GSM] Mobile [SIM], 26% of people
are using using 5 [GSM] Mobile [SIM], and around 22% of sample
is using more than 5 [SIM]..
66.66 % of people are using Post-paid service self-owned, 18.18
% using pre-paid service self-owned and 15% are using post-
paid/pre-paid provided by their company.
Influenced by – Cousins Influenced by – Relatives
73% of People considered [STD] call rates as the most important
factor for opting to [GSM] ,64% of People considered Local call
rates as the most important factor
Choice of Mobile [SIM] is strongly influenced by Friends
37
SAT
15 OCT
38. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
PHASE 2: Interview Method
To understand customer preferance
Sample Size
& tariff plans
17 People
Plotting
Frequency
Charts
Table
.
PHASE:2 Graphical
.
Analysis Analysis
Interview
method Percentage 38
.
Calculation SAT
15 OCT
39. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Questions Asked
1. Do you think if you were not employed in current company, then you may
have used/using some other mobile [GSM] [SIM] then your current one. If yes
then why do you feel so?
2. Do you have any mobile [GSM] [SIM] provided by your current employed
company ( Prepaid or Postpaid). If yes, you can enter the details of that
3. Name of mobile [SIM] operator provided by you company: postpaid/Prepaid
4. Do you think if you were not in Bangalore then you may have been using
some other mobile [SIM] then your current one. If yes then why?
5. Office Trips to other places could have been tackled with dual [GSM] [SIM]
approach to avoid extra roaming charges while travelling by using an entirely
separate [SIM] scheme having roaming advantage. Do you agree? Or you can
suggest if anything else you have. 39
SAT
15 OCT
40. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Questions Asked
1. Please let me know your Price rates for current mobile [GSM] [SIM]
operator that you use most often
Enter SIM operator (Company) :
E1. Enter [STD] call rates ( in Price per sec/min ):
E2. Enter [Local] Call rates ( in Price per sec/min):
E3. Enter [SMS] Call rates ( in Price per SMS ):
E4. Enter Roaming Rates ( in Price per sec/min):
1. Any Additional services like [GPRS], internet, downloads, ringtones that you
are using or have used. If yes, please mention ?
2. For what purpose customer care call you and also for what purpose you call
them?
40
SAT
15 OCT
41. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Graphical Results
D. How many think that the Dual SIM is E.How many people are using Dual
Not useful SIM at current
Useful
Using
12%
18%
Useful Not using
88% 82%
F. Percentage % of people using following service
64.7 %
58.8 %
41.11 %
29.4 %
41
GPRS Internet Ringtone Application SAT
Dowload 15 OCT
42. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Graphical Results
C. Does Choice of GSM SIM influensed by current location
Neutral
5%
Disagree Agree
42% 53%
G. Percentag e % of peole using
Not aware of Roaming charges 47.05 %
SMS: Less than 50 P / Min
88.23 %
Local: Less than 60 P/Min
STD: less than 60 P/ Min
82.35 %
70.58 %
42
SAT
15 OCT
43. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Graphical Results
A. DoesChoice of GSM SIM B. Do
Working professional use
depend upon company you GSM service provided by their
are employed company
YES NO
27% 73% NO
YES
46%
54%
43
SAT
15 OCT
44. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Graphical Results
FINDINGS & DISCUSSIONS
E.How many people are using Dual D. How many think that the Dual
SIM at current Not SIM is useful
88.23% of people feel that Dual
Using
Useful
SIM12% useful though only 17.6%
is
of them were using Dual SIM.
18%
Not using Useful
( 54.5%) working
82% professional had opted prepaid/postpaid
88%
connection provide by their company
(64.7%) are using GPRS facility, 10 (58.8 %) Internet facilities, 5
(29.4%) Ringtone, 7 ( 41.11 % ) application downloads.
F. Percentage % of people using following service
Maximum of64.7 % around 78.56 % that is more than three-
people,
58.8 %
fourth of entire population are using only prepaid [GSM]
connections. 41.11 %
29.4 %
44
GPRS Internet Ringtone Application SAT
Dowload
15 OCT
45. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
PHASE 3: Online Survey method
To derive X-Y relationship between
Sample Size
Satisfaction level & identified factors
107 People
Regression Correlation .
PHASE:3 .
Analysis Descriptive
Online Survey
Method Reliability Cross 45
test tabulation .
SAT
15 OCT
46. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Questions Asked
Rate the mobile GSM SIM subscriber that you like the most between
1 to 7
Mobile GSM SIM operators you dislike the
most chosen in Q6, rate the following factors
A. Service Quality
B. Benefit for Money
C. Price rates
D. Network remaining busy
E. Additional services)
Problems frequently
addressed by customer care
G. Performance
46
H. Sound clarity SAT
15 OCT
47. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Questions Asked
Rate the mobile GSM SIM subscriber that you dislike the most
between 1 to 7
Mobile GSM SIM operators you dislike the
most chosen in Q6, rate the following factors
A. Service Quality
B. Benefit for Money
C. Price rates
D. Network remaining busy
E. Additional services)
Problems frequently
addressed by customer care
G. Performance
47
H. Sound clarity SAT
15 OCT
48. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Questions Asked
Rate any third mobile GSM SIM subscriber that you use between 1 to 7
Mobile GSM SIM operators you dislike the
most chosen in Q6, rate the following factors
A. Service Quality
B. Benefit for Money
C. Price rates
D. Network remaining busy
E. Additional services) Sample Size = 3 N
Problems frequently = 3 X 107 = 321
addressed by customer care
G. Performance
48
H. Sound clarity SAT
15 OCT
49. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Correlation Analysis
Correlation functions are a useful indicator of dependencies as a
function of distance in time or space
Correlation Variable
S: Clarity of Sound
Pr: Price Rates
Pa: Degree of problem Addressed by Customer care
B : Benefit for Money
N : Degree of network remaining busy
Q : Service Quality
P:Performance
A: Degree of additional service available
Sa: Customer Satisfaction Level
Sample Size 49
107 X 2 = 214 samples ( each individual rated twice for two sims )
SAT
15 OCT
50. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Correlation Analysis Results
Interpretation
The following parameters were strongly correlated with correlation
coefficient value above R > 0.75 and *significance value < 0.05
Satisfaction Level ( Sa )
Very strongly & Positively correlated to Sound clarity (S) [ 92.1%]
strongly & Positively correlated to benefit for money (B) [81.4 %]
strongly & Negatively correlated to Network remaining busy (N) [-81.2 %]
strongly & Positively correlated to Additional Service (A) [ 82.9 % ]
strongly & Positively correlated to Performance (P) [ 84.5%]
strongly & Positively correlated to Service Quality (Q) [ 83.1%]
50
SAT
15 OCT
51. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Correlation& DISCUSSIONS
FINDINGS Analysis Results
Interpretation
Factor, N: network remaining busy is inversely
proportional to satisfaction level. More is the network
The following parameters were strongly correlated with correlation
traffic lesser. lesser will be the satisfaction level of0.05
coefficient value above R > 0.75 and *significance value <
customer.
Higher the level of Q,B,A,P & S, higher will be the level
of satisfaction Satisfaction Level ( Sa )
Very strongly & Positively correlated to Sound clarity (S) [ 92.1%]
Sound clarity has the to benefit for money satisfaction
strongly & Positively correlated highest impact on (B) [81.4 %]
level and thus it has to be given utmost preference as
strongly & Negatively correlated to Network remaining busy (N) [-81.2 %]
strongly & Positivelygood sound Additional Service (A) [ 82.9 % ]
maintaining correlated to quality will improve the
strongly & Positively correlated to Performance (P) [ 84.5%]
overall satisfaction value
strongly & Positively correlated to Service Quality (Q) [ 83.1%]
51
SAT
15 OCT
52. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Multiple Linear Regression Analysis
focus is on the relationship between a dependent variable and one or
more independent variables
Independent Variable
S: Clarity of Sound
Pr: Price Rates
Pa: Degree of problem Addressed by Customer care
B : Benefit for Money
N : Degree of network remaining busy
Q : Service Quality
P:Performance
A: Degree of additional service available
Dependent variable
Sa: Customer Satisfaction Level
52
Sample Size
107 X 2 = 214 samples ( each individual rated twice for two sims ) SAT
15 OCT
53. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Multiple Linear Regression Results
Interpretation
R square value
R Square value = 0.874 .It shows that the relationship is 87.4%
accurate to define the existing relationship between Dependent
variable (Sa) & Independent variable [Q,S,P,Pr,Pa,B,N,A].
T-test
The independent variable that are t-value > 0.5 are Q, S, P, Pr, B,N,A. They
have a greater impact on the output and forms a strong relation with it.
F-test Significance Level
Out of above Pr > 0.05 & Pa > 0.05, hence it is not significant and has to be 53
discarded.
SAT
15 OCT
54. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Multiple Linear Regression Results
Interpretation
B value & C Value
Slopes of N -> they are negatively related
Slopes S,Q,B,A,P- > they are Positively related
Multiple Regression linear Equations
Sa = C + F(X) ; C = 3.293
F(X) = 0.195 Q + 0.104 B - 0.124 N + 0.216 A + 0.143 P + 0.799 S
Sa = 3.293 + 0.195 Q + 0.104 B -0.124 N + 0.216 A + 0.143 P + 0.799 S
54
SAT
15 OCT
55. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Correlation& DISCUSSIONS
FINDINGS Analysis Results
Interpretation remaining busy is inversely
Factor, N: network proportional to
satisfaction level. More is the network traffic lesser. lesser will be the
The following parameters were strongly correlated with correlation
satisfaction level of customer.
coefficient value above R > 0.75 and *significance value < 0.05
Sa α 1/N
Higher the level of Q,B,A,P & S, higher will be the level of satisfaction
as they are directly proportional.
Satisfaction Level ( Sa )
Sa α Q,B,N,A,P,S
VerySound clarity has the highest impactSound clarity (S)level and thus it
strongly & Positively correlated to on satisfaction [ 92.1%]
stronglyto be given utmost preference as maintaining good sound
has & Positively correlated to benefit for money (B) [81.4 %]
strongly & Negatively correlated tosatisfaction value andbusyhave[-81.2 %]
quality will improve the overall Network remaining will (N) at
least 4 times more impact than increasing any other factors.
strongly & Positively correlated to Additional Service (A) [ 82.9 % ]
strongly & Positively correlated to Performance (P) [ 84.5%]
strongly & Positively correlated= 4Service Quality (Q) or83.1%]
Increase of S to X ( increase in Q [ A ) 55
SAT
15 OCT
56. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Correlation& DISCUSSIONS
FINDINGS Analysis Results
Interpretation remaining busy is inversely
Factor, N: network proportional to
satisfaction level. More is the network traffic lesser. lesser will be the
The following parameters were strongly correlated with correlation
satisfaction level of customer.
coefficient value above R > 0.75 and *significance value < 0.05
Objective α : 1/N
Sa 3 Achieved
Higher the level of Q,B,A,P & S, higher will be the level of satisfaction
To derive X-Y relationship
as they are directly proportional.
Sa α Q,B,N,A,P,S
for highest impact on satisfaction level and thus it
Sound clarity has the
satisfaction level
has to be given utmost preference as maintaining good sound
quality will improve the overall satisfaction value and will have at
least 4 times more impact than increasing any other factors.
Increase of S = 4 X ( increase in Q or A ) 56
SAT
15 OCT
57. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Graphical Analysis
Gender Classification Age Classification
Geographical Distribution
57
SAT
15 OCT
58. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Graphical Analysis
Favorite GSM GSM service provider
service provider people dislike the most
58
SAT
15 OCT
61. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Market Share Analysis
MTNL Market Share
0%
SPICE HFCL
UNINOR 1% 0%
2%
Other
AIRCEL 3% AIRTEL
6% 19%
IDEA
10%
BSNL
VODAFONE
11%
18%
TATA
13%
RELIANCE
17%
61
SAT
15 OCT
62. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
FINDINGSShare Analysis
Market & DISCUSSIONS
31% of people rated Vodafone as their favorite [GSM] service
provider followed by 30% rating Airtel
MTNL Market Share
0%
32% of people rated Reliance SIMs to be disliking the most ,
SPICE
1%
HFCL
0%
UNINOR
followed by 19% [BSNL], 11% Aircel
2%
Other
AIRCEL 3% AIRTEL
6% 19%
Market Leader:Airtel, Vodafone & Reliance
IDEA
10%
Market Challenger: TATA, [BSNL] & IDEA
BSNL
11%
VODAFONE
18%
Market Follower: Uninor , HFCL
TATA
13%
RELIANCE
Niche Market: 17%
[MTNL] has niche market segment targeting only Metro Politian
cities. Spice is also targeting only metro & Cosmo Politian cities in 62
Southern India like Bangalore, Mysore, Mangalore
SAT
15 OCT
63. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Null hypothesis Acceptance
S.no Hypothesis Correlation Result
There is a positive correlation
between customer satisfaction Positively correlated
Hypothesis : HA0 Accepted
level (Sa) & quality of service to as high as 83.1%
(Q).
There is a positive correlation
between customer satisfaction Positively correlated
Hypothesis : HB0 Accepted
level (Sa) & Performance of to as high as 84.5%
service (R).
There is a negative correlation
Weekly correlated to
Hypothesis : HC0 between customer satisfaction Rejected
level (Sa) & price (P).
as low as 26.4%
There is a positive correlation
between customer satisfaction Weekly correlated to
Hypothesis : HD0 Rejected
level (Sa) & Problem addressed as low as 35.2%
by customers (P).
63
There is a negative correlation
Negatively correlated
Hypothesis : HE0 between customer satisfaction Accepted SAT
to as high as - 81.2% 15 OCT
level (Sa) & Network traffic (N).
64. DISSERTATION JAN 201-2012
RESULTS & DISCUSSION
Findings on individual objectives proposed
64
Sa: Customer Satisfaction Level; Q : Service Quality; B : Benefit for Money, N : Degree of network SAT
remaining busy, A: Degree of additional service availableP: Performance , S: ound Clarity ]
15 OCT
65. RECOMMENDATION & CONCLUSION
Research Overview
Problems faced by marketers
Research Topic
Relevance to real world
Research Objectives
Need
Proposed Null Hypothesis
Scope
Assumptions Considered
Limitations of study
Research Purpose
Industry Market shares
Research Motivation
DISSERTATION JAN 2010-2012 65