Table 5.1
Personal details
male female Total Percentage
Age group
Married unmarried Married unmarried Below
Majority of the respondents who participated in the survey are unmarried and above 35 age category. The conducted study had ensured equal participation of males and females.
Chart 5.1
Gender
Chart 5.1.
Age group
Chart 5.1
Marital status
Table 5.2
Employment status
male female Total Percentage
Age group Employed self empl un emp Employed self empl unemp
Below 25 2 6 1 0 6 3 18 19.8%
25 – 35 7 9 2 4 13 3 38 41.8%
Above 35 8 12 5 8 17 4 54 59.4%
Total 17 27 8 12 36 10 110
Interpretation
Majority of the respondents are self employed and above 35 age category. An equal proportion of male female respondents of different age groups had participated in the survey.
Chart 5.2
Employment status
Table 5.3
Availability of telecommunication facility
Responses No of respondents Percentage
Yes 110 100%
No 0 0
Interpretation
From the above data exhibits that the entire participants drawn randomly for survey is having telecommunication facility and hence the study is giving evidence for 100%
telecommunication facility subscription by the Kottayam residential area.
Chart 5.3
Table 5.4
Mobile services tried out by the respondents
Services No : of
respondents
Percentage
Airtel 31 34%
Aircel 10 11%
TATA
indicom 110 100%
Bsnl 55 60.5%
Idea 21 23%
Vodafone 18 19.8%
Reliance 11 12.1%
Interpretation
Since the survey had been conducted at the TATA Indicom outlet, all the respondents are TATA customers. Among the selected 110 customers, majority ie; 55(60.5%) had tried BSNL service, 31(34%) had tried Airtel, 21(23%) had tried Idea, 18(19.8%) had tried Vodafone , 11(12.1%) had tried Reliance and 10 had tried Aircel.
Chart 5.4
Table 5.5
Factors affecting buying behavior of the telecommunication
Factors affecting buying behavior of the
telecommunication
strongly agree
Agree Neutral disagree strongly disagree
brand image 12 35 24 22 17
Coverage 109 1
Ads 9 20 25 28 28
advice by friends 11 13 18 42 26
customer service 14 28 28 29 11
Interpretation
The major criteria for deciding the purchase of mobile service for most of the customers who had surveyed through the questionnaire is maximum network coverage. 67% of the respondents are looking for offers given by the service provider. Nearly 38% select the service provider upon the customer service given by them.42% of the respondents select the service provider upon the company’s brand image. 26% of them choose their service provider by the advertisement.
Chart 5.5
Table 5.6
Factors affecting buying behavior of the TATA indicom service
Factors no of respondents Percentage
offers 32 35.2%
brand image 18 19.8%
Coverage 110 100%
Advertisement 15 16.5%
advice by friends and family
19 21%
influence of sales 22 24.2%
Interpretation
100% of the respondents are considering coverage as the main factor for buying TATA Indicom service. 32 (35.2%) of them are considering offers for the selection of the service provider. 22 (24.2%) of them are interested in sales promotion tools like lucky draw contest, coupons etc by the company. 19(21%) depends on friend’s suggestions.18 (19.8%) of them are considering brand image of the company. 17% of them are choose the service of TATA Indicom by seeing their advertisement
Chart 5.6
.
Table 5.7
User status of TATA Indicom services
Services No of respondents Percentage
Mobile connection 36 39.6%
Landline connection 49 54%
Internet facility 25 27.5%
Interpretation
Majority (54%) of the respondents had tried TATA Indicom landline connection because of the less call rates offered by them. 39.6% of them had tried TATA Indicom Mobile connection. It includes both prepaid and postpaid services. There are not much users for internet facility. Only 27.5% of the respondents had tried internet facility.
Chart 5.7
Table 5.8
Satisfaction level of recharge coupons of TATA Indicom
Opinion Highly satisfied
Satisfied Neutral Dissatisfied Not at all satisfied no of
respondents 17 32 19 23 19
Percentage 15% 29% 17% 21% 17%
Interpretation
49 (45%) respondents are satisfied with the recharge coupons offered by the TATA Indicom.
(38%) of the respondents are not at all satisfied with the recharge coupons offered by TATA Indicom. So we can say that most of the customers had preferred more offers and other value added services like SMS offers, less call rates etc.
Chart 5.8
Table 5.9
Opinion about the services offered by the TATA Indicom
Services highly satisfied
Satisfied neutral Dissatisfied not at all satisfied
staff response 8 23 24 30 25
customer support
18 21 18 22 31
Availability 15 27 28 29 11
Price 11 15 19 39 26
Interpretation
From the study we found that, 48 (44% ) of them are dissatisfied with the after sales services of the company. 45 (41 %) of the respondents are satisfied with the after sales services of TATA Indicom. 17 (15 %) of them are neutral in their decision and 55 (50%) are satisfied with the network coverage of the company and 30 (27%) of them are dissatisfied with the coverage. Majority of them 68(62%) are not at all satisfied with the offers Only 23 (28%) of them are satisfied with the offers given by the company. Since the TATA Indicom customers are not getting the information regarding recharge offers and other value added services, most of them 55(50%) are not satisfied with the staff response of the company employees.31(28%) are satisfied with staff response and majority of the respondents. 53(48%) of them are dissatisfied with the customer support. 40(36%) of them are dissatisfied with the availability of the TATA Indicom services.65(60%) of them are dissatisfied with the price of the product.
The suggestions given by the respondents for solving their problems are: provide adequate information about offers and other related services, provide tower to all centers, give adequate training to the employees and provide recharge vouchers to all retail stores.
Chart 5.9
Table 5.10
Cancellation of the TATA Indicom services
Interpretation
Since the survey had been conducted among the customers who are cancelled the TATA Indicom services, all of the respondents had cancelled the service. Because of the various problems like hand set complaint, billing problem, less offers etc.
Chart 5.10
Responses No of respondents Percentage
Yes 110 100%
No 0 0%
Table 5.11 Cancelled services
Interpretation
The survey found that majority ie; 45 (41%) of the customers had cancelled their landline connection because of various problems like phone set complaints, excess bill amount, after sales service. And out of 110 customers 41 (37%) of them had cancelled or migrate their connection from postpaid to prepaid service. 24 (22 %) of them had cancelled internet facility because of less coverage, low speed of the server, high price for downloading. Hence we can say that most of the services provided by the TATA is having customer complaints, which have to be addressed properly for customer retainment.
Products No of respondents Percentage
Mobile phone 41 37%
Landline 45 41%
Internet facilty 24 22%
Chart 5.11
Table 5.12
Reasons for canceling
Reasons No of respondents Percentage
Customer service 16 15%
Not getting the bill on time due to address change
41 37%
Coverage 37 34%
Other 16 15%
Interpretation
The above table shows that 41 (37% ) of the respondents are having the problem of not getting the bill on time. This is because of either the address change or technical problem.37 (34% ) of them are not having enough coverage in their residential area.16 (15%) of them are not satisfied with customer service. This is because of the customers are not satisfied with the employees behavior when they approach for asking any doubts regarding the offers or other complaints.
Chart 5.12
Table 5.13
Customer preferred mobile network service for roaming facility
Services No of respondents Percentage
BSNL 29 26%
Airtel 30 28%
Vodafone 25 23%
Idea 15 14%
Reliance 4 4%
Interpretation
The above table reveals that 30 (28%) of the respondents prefer Airtel service when they are going outside kerala because they are attracting to the Airtel offers, coverage etc. 29(26% ) of them are prefer BSNL service. This is because of the wide coverage, customer service and offers.25 (23%) of them are prefer Vodafone services.15 (14%) of them are prefer Idea service. Least preferred services for roaming are TATA Indicom (7%) and Reliance 4 (4%).
Chart 5.13
Table 5.14
Hand set complaints
Complaint to hand set No of respondents Percentage
Yes 63 57%
No 47 43%
Interpretation
More than half i.e.,57% of the TATA Indicom customers registered hand set complaint.
Because of the battery complaint, key pad complaint, charger complaint. Only 47 (43% ) of them are not having the problem in hand set.
Chart 5.14
Table 5.15
Responses of customers for a dissatisfied TATA Indicom service
Responses Strongly
agree
Agree Neutral Disagree Strongly disagree
Cancellation of the 30 31 24 17 8
Put the complaint and continue
28 28 25 23 6
Put complaint and cancel 17 17 9 36 31
Discourage others to buy 20 13 6 36 35
Interpretation
This survey found that more than half of the respondents 61 (55%) reacted in such a way that they will cancel the services without giving any complaint to the company. 25 (23%) of them disagreed to the decision of cancelling the services.56 (51%) plan to continue the TATA Indicom’s service after registering their complaints to the company and 29 (26%) of them are registered that they will cancel the service after giving the complaint to the company and 67 (61%) of them disagree to that decision. 33 (30% ) of them responded that they will discourage others from buying the TATA Indicom’s service.
Chart 5.15
5.16 STATISTICAL ANALYSIS AND HYPOTHESIS TESTING
5.16.1 Opinion of customers of different age groups against the satisfaction of cost of recharge coupons offered by TATA Indicom.
HYPOTHESIS
H0= There is no significant difference between customers of different age group regarding their opinion about the satisfaction of cost of recharge coupons.
H1= There is a significant difference between customers of different age group regarding their opinion about the satisfaction of cost of recharge coupons.
Age Group N F Sig greater sthan .05, the analysis of result is accepting the null hypothesis. I.e.:There is no significant difference among different age groups regarding their satisfaction of cost of recharge coupons offered by TATA Indicom.
5.
16.2 Opinion of different gender category regarding cancellation of phone connection on dissatisfaction of service.HYPOTHESIS
H0= There is no significant difference between different gender category of customers regarding cancellation of TATA Indicom connection on dissatisfaction service.
H1= There is significant difference between different gender category of customers regarding cancellation of TATA Indicom connection dissatisfaction service.
t – test for equality of Means
T P values
Since the ‘t’ values are less than 1.6 (standard table value at 5% significance ) and p values are greater than .05 ( level of significance ) we accept null hypothesis. Ie: There is no significant difference between different gender category of customers regarding cancellation of TATA Indicom connection on dissatisfaction service.