&
CONCLUSION
Recommendations
BSNL has to concentrate on its customer care service as most of the respondents are found dissatisfied with company service. Even some of them have called it the worst cus-tomer care service provider in the market. But it is also rated as best company for value of money. So company can be competitive in the market by just investing in their cus-tomer care service. BSNL users also found not satisfied with the network service to some extent. So it can also improve it.
Airtel performance of network service is the best in the market. It has been also rated the best customer care service provider. But it has been found a little costlier than others competitors in the market as not a single customer preferring it because of its pricing strategies. So company should rethink on its pricing strategies. All the companies in the industry have entered into a pricing war in the industry. So Airtel should also provide some of its product and services competitive in the market.
Vodaphone again rated best network service provider, best Value added services provider and customer care service provider as well. Overall the performance of the company is best in the industry. Company is also very competitive in the industry as well. But it can improve more by providing more good value added services. Company SMS pack weekly service is no more attractive in these days. And that is one of the most preferred factors by youngsters for the purchase of a telecom service.
Idea is the market leader of the area according to our survey as most of our respondents are using idea services. Company is also providing a good network service. But company users does not found satisfied with the customer care service as they found it busy most of the times. And some of also said that customer care representatives are not knowledge-able and courteous as well. So company should improve its Pre-Paid customer care ser-vice.
Limitations of the Study
Carrying the survey was a general learning experience for us but we also faced some problems, which are listed here:
The market of Telecommunication is too vast and it is not possible to cover each and every dealer, manufacturer and seller in the available short span of time.
Generally the respondents were busy in their work and were not interested in responding rightly.
Respondents were reluctant to discover complete and correct information about them-selves and their organization.
Most respondents were not maintaining proper knowledge of various services provided by their company, so they were unable to provide exact information.
Most of the respondents don’t want to disclose the information about the various other companies’ which they have experienced before.
Some of the respondents were using the service first time of their company and they were not able to properly differentiate among their product.
Due to human behavior information may be biased. Mainly in BSNL case.
Conclusion
After doing that all study we can conclude that yes the Gap exist there in telecommunication industry. Consumers have a lot of expectations from their service provider that are not performed
or deliver by their companies. As we know that consumer expect from BSNL to improve its customer care service that can be found busy most of the times.
Now users of BSNL have rated it as a best company for value of money but still they are not satisfied with some of company’s strategies. So this is the Gap between BSNL users and company performance.
Then we have example of Punjab market leader Idea. Users of Idea are not satisfied with company customer care service as it is a difficult process because one has to wait a lot or call again and again to talk with a customer care representative.
Vodaphone performance is good but Gap exists not just with Voda, but with all the companies in the industry. Various VAS (Value Added Services) provided by company does not seems to be satisfying their users. Customers are not satisfied with SMS pack that is perceived costlier as compare to others companies SMS packs by Voda users. Users also found monthly low call rate pack costlier as well.
Airtel is to be found the best service provider of network service and customer care service as well. This is one company in the industry that can be found delivering as per their customer expectations. That’s why customers have rated it not as satisfactory but excellent. But one has to pay more for superior service and Airtel is one example of such service. It is the costlier service in the industry. Users of airtel paying more for validity and other value added services. And they expect from company to offer some of the VAS at some of the competitive prices. Price is the only Gap exists in Airtel between company and users.
CHAPTER-6
BIBLIOGRAPHY
BIBLIOGRAPHY
REFERANCES
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CHAPTER-7
APPENDIX
1.6 ANNEXURE
Questionnaire Q1:- Which mobile connection do you have?
a) Airtel b) Vodaphone c) Idea d) Bsnl
Q2:- What kind of service you have
a) Pre-paid b) Post-paid
Q3:- Overall, how would you rate your service provider?
a) Excellent b) Good c) Average d) Poor e) Terrible f) Not Sure
Q4:- Rank the following factors which influenced you to buy the service of your choice?
a) Price
b) Network Service c) Brand Image
d) Value Added Services (Rel to Rel Free after 11PM)
Q5- Rank the following VAS which attracted you the most to buy or retain the mobile service:
a) SMS pack 1 2 3 4 5 Excellent --1 2 3 4 5 -- Poor
b) Concession Call Rates 1 2 3 4 5
c) Internet Service 1 2 3 4 5
d) Full Talk Time 1 2 3 4 5
Q6:- How long have you used the service of that company?
a) Less than one month b) 1 to 6 months c) 6 months to a year d) 1 to 3 years e) Over 3 years
Q7:- Overall, how satisfied are you, with network service of your company?
a) Very satisfied b) Satisfied c) Neutral d) Dissatisfied e) Very dissatisfied
Q8:- How would you rate the service's value for money?
a) Excellent b) Good c) Fair d) Poor d) Not sure
Q9:- What kind of problems occurs the most for which you need to contact customer care/service department of your service provider? Rank them.
a) Billing related
b) Activation/deactivation related c) Information about VAS’s d) Network problem
Q10:- In thinking about your most recent experience with that company, how much satisfied are you with the customer care service?
a) Very satisfied b) Satisfied
c) Neutral d) Dissatisfied e) Very dissatisfied
f) N/A
Q11:- How satisfied are you with the process of getting your queries resolved?
a) Very satisfied b) Satisfied
c) Neutral
d) Dissatisfied e) Very dissatisfied
Q12:- The customer service representative was very courteous.
a) Strongly Disagree b) Somewhat Disagree c) Neutral
d) Somewhat Agree e) Strongly Agree
Q13:- The customer service representative was very knowledgeable.
a) Strongly Disagree b) Somewhat Disagree c) Neutral
d) Somewhat Agree e) Strongly Agree
Q14:- The waiting time for having my questions addressed was satisfactory.
a) Strongly Disagree b) Somewhat Disagree c) Neutral
d) Somewhat Agree e) Strongly Agree
If you were not totally satisfied with the customer service, will you please describe the reasons for your dissatisfaction?
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NAME- AGE- MOBILE MODEL-