Hutch Project

8/3/2019 Hutch Project

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A

PROJECT REPORT ON

CUSTOMER SATISFACTION ONHUTCH SERVICE

(StarpowerZ HR Pvt. Ltd., Khairathabad, Hyderabad)

Submitted By

(2005-2007)

INDEX

S.NO. PARTICULARS

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1. INTRODUCTION OF THE TOPIC

2. INDUSTRY PROFILE

3. COMPANY PROFILE

4. OBJECTIVE OF THE STUDY

5. RESEARCH METHODOLOGY

6. ANALYSIS & INTERPRETATION

7. FINDINGS

8. CONCLUSIONS

9. SUGGESTIONS

10. QUESTIONNAIRE

11. BIBLIOGRAPHY

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INTRODUCTION OF THE TOPIC

After the globalization of India economy in 1991 the tele

communication sector remained one of the most happening sectors in India. The

recent years witnesses rapid and dramatic changes in the field of tele

communications. In the last few years more and more companies both foreign,

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domestic, come into cellular service, service market and offers large number of

services to the people.

A consumer may be referred to anyone engaged in evaluating,

acquiring, using or disposing of services which he expects will satisfy his wants.

If any producer makes out the marketing programmer ignoring the consumer

preferences, he cannot possibly achieve his ultimate objectives. A manufacturer

must plan his production and distribution to suit the consumers convenience

rather than his own. Therefore a marketer must know more and more about the

consumers so that the products can be produced in such a fashion to give

satisfaction to them.

In the year of 1989, the number of cell phone users in India was zero.In the year of 1999 the number of cell phone users has gone up by 13 lakhs. In

the year of 2000 the number of cell phone users has risen by one million.

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INDUSTRY PROFILE

India operates one of the largest telecom networks in Asia. The

telecommunication network continued to grow at a rapid pace as a higher

switching capacity of 17.9 lakh lines was added in the network in 1998-99 as

against 35.2 lakh lines in 1997-98 resulting in an increase of 22.5 per cent in the

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switching capacity in 1998-99 over the preceding year. The number of new

connections provided in 1998-99 (was 37.9 lakh as against 32.6 lakh in 1997-98.

Similarly, microwave and optical fiber network was enhanced. 2,06,500 lines of

Trunk Automatic Exchange (TAX) capacity, 14,009 Route Kilometers (RKMs) of

microwave and 31,771 Route Kilometers of optical fiber were added in 1998-99

over the total TAX capacity of 12,61,500 lines. 72,592 Route Kilometers of

microwave and 76,261 Route Kilometers of optical fiber respectively as on March

31, 1998. Efforts to expand the network have been continued in 1999-2000.

INVESTMENT

Six companies have so far signed the license agreement with the

Government for providing basic telephone services in the states of Andhra

Pradesh, Gujarat, Maharastra, Madhya Pradesh, Rajasthan and Punjab.

Interconnectivity of network for data transmission has been permitted as per the

recommendations of the National Task Force on Information Technology and

Software Development. An integrated computerized customer service package

for commercial, directory enquiry and telephone billing and accounting has been

implemented in 14 Telecom Districts its first phase in the current, year. The fault

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repair service has also been included in the software. This will help in delivery of

customer service on single window concept with a single integrated database.

Licenses to 187 Internet Services Providers (ISP) has been issued. An Inter-

Ministerial Committee has finalized the guideline for setting up the International

Gateway by ISPs. Accordingly, applications have been invited from ISPs for

setting up of International Gateway and the response for this has shown a

remarkable trend as more companies go for the investment in Interent Segment.

The opening up of Ku-band for V-SAT operation is being finalized and the

recommendations of the TRAI are awaited on this matter. DOT has also provided

access to the nearest Internet node on local call basis, throughout India except

for Andaman & Nicobar Islands and Leh due to problem of technical feasibility. It

has been decided to set up Internet access node at every secondary switching

area by end of 2000 as per the recommendations of the National Task Force on

Information Technology and Software Development.

A number of other value added services, viz. Voice-mail/Audio-Text, E-mail, V-

SAT, and Radio Paging etc. have also been franchised to various private/public

Indian registered companies on non-exclusive basis.

The National Telecom Policy (NTP) 1994 had envisaged the objective of one

public call office (PCO) for every 500 persons in the urban areas. As on

September 30, 1999, 5.70 lakh PCOs were working all over the country. The

present PCO-Population ratio at the national level is 1:453 for urban areas on all-

India average basis. Further, as per the National Telecom Policy (NTP), every

village is to be provided with one public telephone. This target has now been

rescheduled and expected to be completed by the end of 9th Five-Year Plan. As

per the terms of the license agreement, private operators have to provide a

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minimum of 10 per cent Direct Exchange Lines (DELs) as village public

telephones (VPTs). Out of 6.07 lakh villages in the country, 3.43 lakh villages

have been provided with public telephones by the end of September 1999.

During 1998-99, a total of 37,058 villages were provided with telephone facility

and during the current year 1999-2000, it is proposed to provide 45,000 VPTs.

November 1994, 8 licenses were issued for Cellular Mobile Telephone service in

4 metro cities. Further 34 licenses to 14 companies for 18 telecom circles were

issued since December, 1995. The service has since been started in all the 4

metro cities and selected cities in 18 Telecom Circles. There were about 13.5

lakh cellular mobile telephone customers in the country as December 30, 1999.

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NEW TELECOM POLICY 1999 (NTP 1999)

New Policy Framework

In order to effect separation of service providing functions from policy and

licensing functions etc., a separate Department of Telecom Services (DTS) has

been set up in October, 1999. Department of Telecommunication (DOT) would

be concerned with the functions relating to the implementation of treaties and

agreements with other countries; policy matters, licensing, coordination, research

and development, private investment, administration of laws (Acts), Enquiries

and Statistics etc. relating to Telephone Industries (ITI) and Hindustan

Teleprinters Ltd. (HTL). DTS will look after the execution of land. all matters other

than policy and licensing relating to services of telephones, wireless, data,

facsimile and telematics, MTNL, C-DOT etc. The Telecom Commission will

handle matters relating to the coordination between the DOT and DTS. This will

include corporatisation of DTS as India Telecom.

In terms of National Telecom Policy (NTP) 1999 and subsequent Government

approval in 1999, a Package for Migration from fixed license fee to revenue

sharing under New Telecom Policy was offered to the Telephone Instruments

Service Providers, which has been accepted by most of them.

Consequent to the change in the tariff revision announced by Telecom

Regulatory Authority of India (TRAI), the DOT as a service provider (now DTS),

adopted the tariff with some modifications. The tariff in respect of rural

subscribers and low calling urban subscribers was retained at the level prevailing

prior to the notification. In addition, the subscribers got the benefit of reduction in

STD/ISD rates as announced by TRAI. It was estimated that the combined effect

of these revisions would entail significant net reduction in DOT'S revenue in the

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current year. TRAI was, therefore, requested to rework the tariffs for the next two

years, keeping in view the negative impact on the revenues of Telecom

operators.

Graph Showing the Subscribers Of Mobile Service providers.

Total Number of Subscribers

0

2000000

4000000

6000000

8000000

10000000

12000000

Bharti

BSNL

Hutch

Idea

BPL

SpiceGP

Reliance

MTNL

Others

Series1

CELLULAR MOBILE SERVICE PROVIDERS

INTRODUCTION:

Cellular Telephony - the technology that gives a person the power to

communicate anytime, anywhere - has spawned an entire industry in mobile

telecommunication. Mobile telephones have become an integral part of the

growth, success and efficiency of any business / economy.

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The most prevalent wireless technology in the world today, is GSM. The GSM

MoU (Global System for Mobile Communications) was instituted in 1987 to

promote and expedite the adoption, development and deployment and evolution

of the GSM standard for digital wireless communications. The Association was

formed as a result of a European Community agreement on the need to adopt

common standards suitable for cross border European mobile communications.

Starting off primarily as a European standard, the Groupe Speciale Mobile as it

was then called, soon came to represent the Global System for Mobile

Communications as it achieved the status of a world-wide standard. The GSM

MoU Association addresses issues of concern facing the operator, the

administrator, the regulator around theglobe.

The GSM membership has grown exponentially since 1992. The membership

now extends to 323 members from over 125 countries. (See graph) The GSM

network now services over 125 million customers world-wide. The world's

satellite operators have also joined the GSM community, which further adds to its

strength and impact on world markets. GSM is today, the world's leading digital

standard accounting for 64% of the global digital wireless market.

The cellular Mobile Service Providers (CMSP) shall be permitted to provide

mobile telephony services including permission to carry its own long distance

traffic within their service area without seeking an additional license. Direct

interconnectivity between licensed CMSP's and any other type of service

provider (including another CMSP) in their area of operation including sharing of

infrastructure with any other type of service provider shall be permitted.

Licenses would be awarded for an initial period of twenty years and would be

extendible by additional periods of ten years thereafter.

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FIXED SERVICE PROVIDERS

The Fixed Service Providers (FSP) shall be freely permitted to establish

`last mile' linkages to provide fixed services and carry long distance traffic within

their service area without seeking an additional license. Direct interconnectivity

between FSPs and any other type of service provider (including another FSP) in

their area of operation and sharing of infrastructure with any other type of service

provider shall be permitted. The FSP allowed to directly interconnect with the

VSNL after the opening up of national long distance from January 1, 2000. The

FSP may also utilize last mile linkages or transmission links within its service

area made available by other service providers.

The FSP licenses would be required to pay a one time entry fee. All FSP

licensees shall pay license fee in the form of a revenue share. It is proposed that

the appropriate level of entry fee and percentage of revenue share and basis for

selection of new operators for different service areas of operation would be

recommended by TRAI in a time-bound manner, keeping in view the objectives

of the New Telecom Policy.

As in the case for cellular, for WLL also, availability of appropriate

frequency spectrum as required is essential not only for providing optimal

bandwidth to every operator but also for entry of additional operators.

CABLE SERVICE PROVIDERS

Under the provisions of the Cable Regulation Act, 1995, Cable Service Providers

(CSP) shall continue to be freely permitted to provide 'last mile' linkages and

switched services within their service areas of operation and operate media

services, which are essentially one-way, entertainment related services.

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INTERNET TELEPHONY

Internet telephony shall not be permitted at this stage. However, Government will

continue to monitor the technological innovations and their impact on national

development and review this issue at an appropriate time.

RADIO PAGING SERVICE PROVIDERS

The Radio Paging Service Providers (RPSP) shall be permitted

to provide paging services within their service area of operation, Direct

interconnectivity between licensed RPSPs and any other type of service provider

in their area of operation including sharing of infrastructure shall be permitted.

Interconnectivity between service providers in different service areas shall be

reviewed in consultation with TRAI.

The radio paging licenses shall pay a one time entry fee. The basis for

determining the entry fee and basis for selection of additional operators will be

recommended by the TRAI. All radio paging licensees shall pay license fee as a

revenue share.

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OTHER SERVICE PROVIDERS

For application like tele banking, tele-medicine, tele-education,

tele trading, e-commerce, other service providers will be allowed to operate by

using infrastructure provided by various access providers. No license fee will be

charged but registration for specific services being offered will be required. These

service providers will not infringe on the jurisdiction of other access providers and

they will not provide switched telephony.

At present in the country, there are 24604 electronic and 15 non-electronic

exchanges are functioning.

The Union Cabinet approved the migration package for private telecom

operators. Subsequent to the adoption of New Telecom Policy (1999) by

the government, the existing licensees of Cellular Mobile Telephone

Services and Basic Telephones Services were offered to migrate to NTP

1999. As per this package, the licensees were offered migrations to NTP-

1999.

Although the telecom segment is liberalized and this important segment

does not come free from controversies and contentious issues. Issues like

implementation of the CPP regime as recommended by the TRAI, the role

of TRAI in issuing licenses, the cancellation of licenses, the percentage of

revenue share between private operators and the government and lastly

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the differences between TRAI and MTNL over the launch of the latest

cellular services are some among the issues to be solved.

The DoT has drawn an ambitions plan to provide over one million

telephone connections based on wireless in local loop (WLL) system

during 2000-01.

The government initiated the process of separating the policy making

functions of the Department of Telecom from its functions as a service

provider.

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Company Profile

Hutchison established its presence in India in 1994, through a joint venture with

Max India Limited. In 1995, Hutchison Max Telecom became the first operator in

India to launch its cellular service.

Today, Hutchison is the one of the largest providers of cellular services in India

with presence in all the major regions - Orange in Mumbai and Hutch in Gujarat,

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Kolkata, Andhra Pradesh, Karnataka, Delhi, Chennai, Haryana, Rajasthan and

UP(E).

It is also the countrys largest roaming operator, with a more extensive network in

India and around the world than any other operator.

It is part of the Hong Kong based multinational conglomerate Hutchison

Whampoa Limited, a Fortune 500 company, and one of the largest companies

listed on the Hong Kong Stock Exchange. Its operations span 36 countries

across the Asia Pacific region, Europe and the Americas.

Hutchison affiliates jointly account for the largest number of cellular subscribers

in India numbering over 4 million.

HISTORY AND DEVELOPMENT

Hutchs presence in India dates back to late 1992, when they worked with local

partners to establish a company licensed to provide mobile telecommunications

services in Mumbai (formerly Bombay). Commercial operations began in

November 1995. Between 2000 and March 2004,Hutch acquired further operator

equity interests or operating licences, and now provide mobile services in 13 of

the 23 defined service areas across the country, with a further two areas at

planning stage. These service areas collectively cover 56% of India's population

and 74% of current mobile customers.

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Hutch India has benefited from rapid and profitable growth in recent years. Hutch

had over 7.1 million customers by the end of 2004, making us the fourth-largest

private mobile operator in the country

AWARDS AND ACHIEVEMENTS

No. 1 in Customer satisfaction - TNS India Celltrack 4Launched Punjab, UP West and West BengalBest Continued Campaign - OrangeTM - ABBY AwardsAdded Punjab, Haryana, Rajasthan and UP (East) circles to India operationsAcquired ADIL, with operations in Rajastan, UP East and Haryana'India's most admired Telecom Company' - Business World - IMRBNFO MBL Best Performer in Customer SatisfactionWon auction for licenses to operate GSM services in Karnataka, Andhra Pradesh

and Chennai

Acquisition of Delhi operationsEntered Calcutta and Gujarat markets through acquisitionHutchison and Max established Hutchison Max

Corporate Structure

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Hutch

ison-Essar is a Hutchison Whampoa company. It is a joint venture

between the Hong Kong-based mobile group and the Indian conglomerate

Essar Group.

Financial and Operational Performance

Hutchison declared revenues of HK$3.2bn in H1 2006 from its Indian

operations, up from HK$1.95bn in H1 2005.

Hutchison-Essar had 18 m subscribers at end-march 2007

COMPANY TOWN

Hutch 214

Airtel 215

Idea 175

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TOTAL NETWORK COVERAGE IN

ANDRA PRADESH

0

50

100

150

200

250

Hutch Airtel Idea

COMPANIES

TO

WNS

Series1

Series2

Company Strategy

Hutchison-Essar entered the mobile market in 1995 in the first wave ofoperator licensing

The

operator has a presence in all four metro circles in India.

The

operator is expanding its business and increasing market share through a

combination of growth by acquisition (it has acquired the operations of

Fascel and Aircel in the year to September 2004) as well as network

investment. Nokia is currently increasing capacity on its networks in

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Chennai, Andhra Pradesh and Karnataka, while also rolling out new

networks in West Bengal and western Uttar Pradesh.

The

operator has followed the 60% tariff cuts introduced by Reliance Infocomm

to the pre-paid mobile market in August 2004, in a bid to maintain market

share.

The

operator launched EDGE services in July 2004

Rece

ntly (in 2006) Orange was renamed as Hutch, using a pink background in

advertising material instead of the previous orange colour. Before the

transition, Mumbai was overrun with billboards that simply said "Bye". A

week later, the same billboards, along with the rest of the country, sported

the Hutch tristar in a new, vivid pink. At the time, Mr. Naveen Chopra,

corporate vice president, group marketing, Hutchison Essar, said, "The

idea is just to refresh the brand, and inculcate a new 'Hutch spirit'." But the

brand makeover had less to do with creating excitement and more with

renouncing the Orange brand to Orange Telecom and creating the new

pan-Indian Hutch brand. With Vodafone acquiring 67% of Hutch for

U$11.1b, Vodafone is going to replace the Hutch brand with the Vodafone

brand.

Products and Services

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Hutch India provides 2G services using digital GSM technology. We offer

GSM voice and data services in all of the regions in which we currently

operate.

In addition to basic mobile voice telephony services, we offer a wide rangeof value-added and data services. These include voicemail, dual SIM cardcapabilities, missed-call alerts, SMS, GPRS services and e-mail services.Hutch India has roaming arrangements with some 250 international and46 domestic operators

Hutchison-Essar currently offers GSM services across 12 circles in India.

It offers pre- and post-paid voice, MMS and internet access services. August 2004: Hutchison-Essar formally notified its intention to list its

Indian operations and all of its 2G businesses.

July 2004: The operator launched EDGE services and began talks withTV channels over content streaming

July 2004: Hutchison-Essar launched services in Punjab

March 2007 :

It has been named the 'Most Respected Telecom Company', the 'BestMobile Service in the country', and the 'Most Creative and Most EffectiveAdvertiser of the Year'.

It now has operations in 16 circles accounting for 70% ofIndia's mobile customer base.

The challenges ahead

Hutchison Essar's ARPUs have fallen slightly, from Rs 490 in the April-

June quarter to Rs 487 in the July-September quarter. And the ARPUs of

rivals like Bharti Televentures are picking up.

In markets like Delhi, the revenues of rivals have grown faster than those

of Hutchison. Delhi accounts for over 21 per cent of Hutchison Essar''s

total revenues

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It does not have a pan Indian presence and is missing from lucrative

markets like Maharashtra and Tamil Nadu. Its value added services

advantage is becoming smaller as others have launched numerous

services.

On 11 February 2007 Vodafone agreed to acquire a controlling interest of 67% inHutch-Essar for US$11.1 billion, pipping Anil Ambani group's RelianceCommunications, Hinduja Group, and Essar Group, owner of the remainder.Hutch is India's fourth largest mobile provider. The company has offered to buyEssar's stake on the same terms.

Todays consumers do not want to hear the virtues of a brand, they are

interested in specifics and thats what our campaigns always do.

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OBJECTIVES OF THE STUDY

The following are the objectives of the study.

1. To study the problems faced by the respondents with Hutch service.

2. To study customer satisfaction level on Hutch service.

3. To find out consumer preferences.

4. To analyses the level of awareness about Hutch services.

5. To make suggestions in the light of the findings of the study.

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RESEARCH METHODOLOGY

Methodology is an essential aspect of any project or research. It

enables the researches look at the problem in a systematic, meaningful and

orderly way. Methodology comprises the sources of data, selection of data,

various designs and techniques used for analyzing the data.

1. Collection of data

The primary data are collected through survey method. Survey

method is undertaken to find the customer satisfaction and opinion. A survey was

conducted among the people of Hyderabad city by the aid of well structured

questionnaire. The population for the study consists of people who are using cell

phones in Hyderabad city.

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The sampling unit for the study is 100, which includes the cell phone

users in Hyderabad city. The sampling size includes male and female users from

different occupation, age. The sampling size was restricted to 100 for want of

time. Here, convenient sampling technique has been adopted for collecting the

primary data.

2. Statistical tools

For analyzing the data, statistical tables, percentages and test were

used.

3. LIMITATIONS

The samples are selected from population having multi-service features.

Another limitation on the study is on sample analysis.

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Table: 1

Age group of respondents

Age Group Number of Respondents Percentage

20-25 48 48%

25-35 23 23%

35-45 14 14%

Above 45 15 15%

Total 100 100%

INTERPRETATION:

48% of the respondents are between the age group 20 25.



15% of the respondents are above 45 years of age.

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Chart: 1

Age group of respondents

Table: 2

Occupation of the respondents

Occupation Number of Respondents Percentage

Students 46 46%

Business 31 31%

Govt. Services 18 18%

Ex- Service men 05 05%

Total 100 100%

INTERPRETATION:

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46% of the respondents are Students.

31% of the respondents are Businessmen.

18% of the respondents are from Govt. Services.

5% of the respondents are Ex-Services men.

Chart: 2

Occupation of the Respondents

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Table: 3

Gender group of the Respondents

Gender Number of Respondents

Percentage

Male 68 68%Female 32 32%Total 100 100%

INTERPRETATION:

68% of the respondents are Male.

32% of the respondents are Female.

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Chart: 3

Gender group of the Respondents

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Table: 4

Are you a mobile user?

Response Number of Respondents

Percentage

Yes 100 100%No 0 0%Total 100 100%

INTERPRETATION:

100% of the respondents are Mobile users.

Chart: 4

Are you a mobile user?

Table: 5

Presently you are in Post/Pre Paid


Percentage

Post Paid 17 17%

Pre Paid 83 83%Total 100 100%

INTERPRETATION:

17% of the respondents are Post paid users.

83% of the respondents are Pre paid users.

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Chart: 5

Presently you are in Post/Pre Paid

Table: 6 Are you satisfied with Hutch Network Coverage?


Percentage

Yes 12 12%No 78 78%Total 100 100%

INTERPRETATION:

12% of the respondents are satisfied

78% of the respondents are not satisfied.

Chart: 6

Are you satisfied with Hutch Network Coverage?

Table: 7

Most preferable in Hutch Connection

Connections Number of Respondents PercentageLow call Rate 62 62%Full take time 15 15%

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Extra talk time 18 18%Others 05 5%Total 100 100%

INTERPRETATION:

62% of the respondents prefer Low call rate.

15% of the respondents prefer Full talk time.

18% of the respondents prefer Extra talk time.

5% of the respondents prefer Others (i.e. sms, group calls).

Chart: 7

Most preferable in Hutch Connection

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Table: 8

Opinion on tariff plans


Percentage

Excellent 32 32%Fine 46 46%Good 18 18%Need some change 04 4%Total 100 100%

INTERPRETATION:

32% of the respondents opinion is Excellent.

46% of the respondents opinion is Fine.

18% of the respondents opinion is Good

4% of the respondents wants Need some change

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Chart: 8Opinion on tariff plans

Table: 9

Opinion on features in service

Features Number of Respondents

Percentage

GPRS 48 48%Games 42 42%Net 03 3%Others 07 7%Total 100 100%

INTERPRETATION:

48% of the respondents like GPRS.

42% of the respondents like Games.

03% of the respondents like net facilities

07% of the respondents like other features

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Chart: 9

Opinion on features in service

Table: 10

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Opinion on Hutch Advertisement

Response Number of Respondents PercentageExcellent 48 48%Fine 26 26%

Good 21 21%Need some change 05 5%Total 100 100%

INTERPRETATION:

48% of the respondents opinion is Excellent.

26% of the respondents opinion is Fine.

21% of the respondents opinion is Good

5% of the respondents wants Need some change

Chart: 10

Opinion on Hutch Advertisement

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Table: 11

What influenced to opt for Hutch Service?

Opinion Number of Respondents

Percentage

Friends 28 28%Relatives 12 12%Advertisements 52 52%Others 08 8%

Total 100 100%

INTERPRETATION:

Friends influence 28% of the respondents.

Relatives influence 12% of the respondents.

Advertisements influence 52% of the respondents.

Other factors influenced 8% of the respondents.

Chart: 11

What influenced to opt for Hutch Service?

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Table: 12

Durations of using Hutch Services.

Duration Number of Respondents

Percentage

New 18 18%Below 6 months 14 14%Below 1 year 32 32%Above 1 year 36 36%Total 100 100%

INTERPRETATION:

18% of the respondents are New customers.

14% of the respondents are Below 6 months.

32% of the respondents are Below 1 year.

36% of the respondents are Above 1 year

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Chart: 12

Durations of using Hutch Services.

Table: 13

Customers having other connections


Percentage

Yes 17 17%No 83 83%Total 100 100%

INTERPRETATION:

17% of the respondents are having other service connections.

83% of the respondents are only Hutch Customers.

Chart: 13

Customers having other connections

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FINDINGS

The following are the findings of the study.

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1. 46% of the respondents who use the Hutch cell phones are students

2. 68% of the respondents are male

3. 62% of the respondents prefer low call rate in Hutch connection.

4. 78% of the respondents are finding problem in Hutch Network about

coverage.

5. 73% of the respondents opinion on Chotta-Recharge is excellent.

6. 74% of the respondents are satisfied with the advertisement given by

Hutch.

7. 52% of the respondents are motivated by the advertisement to avail the

Hutch service.

8. 66% of the respondents are suggesting Hutch to their friends / family.

9. 59% of the respondents are get value for money on Hutch service.

10.87% of the respondents are suggested improving the network coverage.

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CONCLUSIONS

1. Customer likes to use problem free service in the sense of coverage.

2. Most of the customers preferred low call rate in their connection.

3. Most of the Hutch customers are influenced by advertisement.

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Suggestions

Following are the suggestions to improve the buying behaviour of

consumer.

1. Enormous facilities can be included in Hutch services.

2. Still advertisement should be improved so that it will reach all people.

3. New schemes can be introduced exclusively for students.

4. Various kinds of sales promotional activities can be introduced by the

Hutch Company.

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It can be concluded that the existing customers are satisfied with

the Hutch service and is having good prospective customers for Hutch

services. By creating more awareness, better coverage, connectivity and

new schemes the prospects for Hutch service can be generated. The

researchers concluded that A bird without wings cannot fly likewise, a

man without Hutch connection in a cell cannot dwell in future.

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CUSTOMER SATISFACTION ON HUTCH SERVICE

Name: Age:Occupation: Sex:

.

1) Are you a regular mobile user?

A) Yes B) No

2) Presently you are in to

A) Post paid B) Pre paid

3) Are you happy with that service?

A) Yes B) No

4) Are you finding any problem in Hutch network about coverage?A) Yes B) No

If yes : What kind/ type of problem..

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5) Are you satisfied with customer care service when the problemsoccur?

A) Yes B) No

If No : What kind of problem..

6) Are you aware of Hutch services?

A) Yes B) No

7) What do you prefer most in Hutch connection?

A) Low call rate B) Full talk time

C) Double talk time D) Others..

8) What is your opinion on Hutch tariff plans?

A) Excellent B) Fine

C) Good D) Need some change9) Are you aware of Buddy service in Hutch?

A) Yes B) No

10) Which feature you like in Hutch service?

A) GPRS B) Games

C) Net D) Others..11) What is your opinion on Chotta-Recharges?


C) Good D) Need some change

12) Are you aware VAS(Value Added Service)?

A) Yes B) No

13) Your opinion on Hutch advertisement?


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C) Good D) Need some change

14) What influenced you to opt for Hutch service?

A) Friends B) Relatives

C) Advertisement D) Others..

15) Since how long you have been using Hutch cellular service?

A) New B) Bellow 6 months

C) Bellow one year D) Above one year

16) Preference of using Hutch?

A) Good service B) Clarity of network

C) Low call rate D) VAS

17) Do you have any other connection?

A) Yes B) No

If Yes Why?.

18) Do you suggest Hutch to your friends/family?

A) Yes B) No

19) Do you get value for money on Hutch service please give thedetails

20) Do you want give any suggestions on Hutch service?

......

Ph. No:

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A Survey done by:B.KARUNAKARM.B.A. (II Year)

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BIBLIOGRAPHY

1. Referred Books:

Principles of Marketing

Kotler Philips & Armstrong Gary.

2. Web Sites:

www.hutch.co.in

www.google.com

www.answers.com

3. Issues:

Indian Journal of marketing

Prof. V. Shekhar- Editorial Advisor.

Mrs. S. Gilani- Editor.

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http://www.hutch.co.in/http://www.google.com/http://www.answers.com/http://www.hutch.co.in/http://www.google.com/http://www.answers.com/


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Hutch Project

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