Mobilink (Jazz) Consumer Complaints

RESEARCH REPORT

MOBILINK (JAZZ) CONSUMER COMPLAINTS

Submitted to:Mr. Mansoob Ur Rehman

SUBMITTED BY: MUHAMMAD YASIR SIDDIQUI

SYED SHAMOON HAIDER

MUHAMMAD SHOAIB

MURAD SULAIMAN

NOOR-US-SABA

MALIK MAQSOOD

TITLE OF PROJECT: MOBILINK (JAZZ) CONSUMER COMPLAINTS

PROGRAM: MBA

SUBJECT: METHOD OF BUSINESS RESEARCH

INSTRUCTOR: MR. MANSOOB UR REHMAN

ACKNOWLEDGEMENT

The report, on methods of business research, for the CONSUMER COMPLAINTS has been

developed by the cooperation of many people to whom we are warmly thankful. We truly

acknowledge that without the support of some referrals we would totally be unable to complete

the same within such time period. Our friends, our teacher, our colleagues and even our family

members helped us to accomplish the term report which could be unable to complete within the

given time period if, the same support wont be gotten by us.

We are honorably, respectfully and by our soles, thankful to our respected teacher namely

Mansoob Ur Rehman for being such a wonderful and devoted teacher

Who provide us the opportunity to cope with the challenges of the daily life, make us able to fight

for our right, make us understand the value of time and Who make us understand the meaning of

hardworking with the factor of success.

Dedicated to,

Our family, university & country

TIME IS MONEY AND MONEY IS EVERYTHING

(The Rising Talents)

Executive SummaryPakistan Mobile Communications Limited (Mobilink), a subsidiary of Orascom

Telecom, started its operations in 1994, and has become the market leader both in terms of

growth as well as having the largest customer subscriber base in Pakistan - a base of over

28 million and growing.

As a telecom service provider company, Mobilink Jazz is considered as tycoon

among all Telecom products being pioneer in this industry. With few differentiable attributes

from direct competitors, no significant value-added benefit over economize service charges

seen in comparison of its other direct business rivals. Despite of its huge brand name and

coverage, economize charges and network connectivity/failure is always a dilemma for

Jazz in contrast of its competitors.

During this research lots of areas highlighted that cause for declining trend in service

of Jazz from network failure to economize charges to more variation in offered packages,

this research conclude the findings and remedies from variety of consumers preferences

and trends.

History of Mobilink

Pakistan Mobile Communications Limited, better known as Mobilink GSM, is a

telecommunication service provider in Pakistan. According to PTA statistics, Mobilink has

29.55 million customers by July 2009. Mobilink's Head office is located in Mobilink House, 1

A Kohistan Road, and F-8 Markaz Islamabad.

Mobilink started operations in 1994 as the first GSM cellular Mobile service in Pakistan by

MOTOROLA Inc.,[citation needed] later it was sold to Orascom, an Egypt-based multi-

national company.

Mobilink is the largest cellular service provider in Pakistan. Mobilink's corporate postpaid

package is sold under the brand name "Indigo" and prepaid by the name of "Jazz".

In addition to cellular service, the Orascomm group is diversifying its service portfolio by

setting up new businesses and also expanding through acquisitions. Recently, they started

offering DSL broadband through a wholly owned subsidiary, Link.Net. Company is in place

for launch of wireless broadband service through WiMax based technology.

With a soft launch on 1 July 2008, Mobilink is now the second WIMAX internet service

provider in Pakistan. Currently providing services only in Karachi.

WiMax services will be sold under the brand name "Mobilink Infinity". Technology is backed

by Alcatel, and company is using ZYXEL Customer Premises equipment.

In addition to Mobilink, the Orascom group also owns TWA (Trans World Associates) which

operates an undersea fiber optic cable from Karachi to Fujairah, UAE.

IntroductionTo widen and enhance Jazz services area and competencies to deal with its direct

competitor and to retain and attract consumers this research is conducted to find out the

causes, symptoms and grounds where improvement is required.

During last ten years heavy and healthy competition was recorded in this industry

leading towards changing consumer’s needs and demands which create tough rivalry

among telecom service providers. The research mainly covers the areas to find out the

reason for declining trend in the services provided by Mobilink Jazz.

Research Objective

In current scenario of Pakistan, Telecom sector growing rapidly with millions of

consumers nationwide with their changing needs and demands. The deregulation of

Pakistan's telecom industry is fast gaining momentum with dozens more communications

providers and millions of customers entering both the fixed line and mobile markets as a

result more competition leads telecom services provider to enhance and develop weak

areas in their services side.

Our research objective is to find out the basic cause which is responsible to

generate the problems in the services of Mobilink Jazz and to find out the possible

remedies for the same.

Research Methods Questionnaire survey.

QUANTITATIVE

The quantitative part of our research method included using a questionnaire to test our

hypotheses.

SAMPLING

TARGET POPULATION

People among the age of 18 to 35; those who use jazz.

TIME: 1st March– 01st April 2010.

SAMPLE SIZE: The sample size for the research project was 100 respondents.

QUESTIONNAIRE

We also conducted a survey research, which was purely quantitative. We took this

survey from 100 participants. This survey was self-administered. Our sample population

consisted of people who were fluent in English thus there was no problem with them

filling the questionnaire. Also to increase the validity of the questionnaire we took

participants from various areas of Karachi, so as to bring more diversity in the sample.

Questionnaire Design

The basic approach to the preparation of the questionnaire was to ask the same

questions except this time the responses were close ended. Apart from using a Liker

type scale a simple ordinal scale (with yes/no options) has also been used. Checklist

questions have also been used.

SALARIES

31K - 40K21%

21K - 30K31%

10K - 20K9%

41K - 50K21%

51 K - Above18%

10K - 20K21K - 30K

31K - 40K41K - 50K51 K - Above

Age

16 to 25 years54%

26 to 30 years46%

16 to 25 years

26 to 30 years

CUSTOMER STATUS

Previously used38%

Currently using62%

Currently using

Previously used

Graphical Representation

Q1: What is your age group?

a) 15 and less 0

b) 16 to 25 years 54

c) 26 to 30 years 46

d) 30 and above 0

Our targeted ages are from 16 to 30 year of

mobile users.

The reason behind that most Mobilink users belong to this age group.

In response 46% of persons relating to the 26 to 30 years category and remaining fall Iin16 to

25 years category.

Q2: What is the monthly household

income of your family?

a) 10K - 20K 9

b) 21K - 30K 31

c) 31K - 40K 21

d) 41K - 50K 21

e) 51 K - Above 18

This pie chart shows the percentage of users

having different incomes. Most of them belong

to the income group of 21k to 30K.

EDUCATION

47%

8%2%5%

38%

Middle

Intermediate

Graduate

Masters

Others

OCCUPATION

3%0%

55%

13%

29%

Salaried

Businessman

Student

Housewife

Others

Q3: Did you experience mobile connection of JAZZ?

a) Currently using 62

b) Previously used 38

62% of the total sampling are currently using Mobilink Jazz and 38% are the people which have

previously experienced Mobilink Jazz and shifted to another network for different reasons.

Q4 What is your qualification?

a) Middle 2

b) Intermediate 8

c) Graduate 47

d) Masters 38

e) Others 5

This chart shows the education standard of jazz customers. It could be clearly seen that the big part

from the sampling population are graduate and masters.

Q5: What is your occupation?

a) Salaried 55

b) Businessman 13

c) Student 29

d) Housewife 0

e) Others 3

Most of the customers are salaried. Students

comprise of the 2nd most common users. Businessmen prefer postpaid, rather than prepay thus

their percentage remains less than the salaries.

Q6: In Which area do you resident in Karachi?

a) Nazimabad 11

b) Gulshan 27

RESIDENT

7%2%

3%

5%

3%

4%5% 5% 3%

11%

27%

14%8%

3%

Nazimabad

Gulshan

Gulistan-e-Juhar

F.B Area

North Nazimabad

Garden

Shah Faisal Colony

Buffer Zone

PNPNT Colony

Clifton

Malir

Gulberg

DHA

PECHS

c) Gulistan-e-Juhar 14

d) F.B Area 8

e) North Nazimabad 7

f) Garden 3

g) Shah Faisal Colony 2

h) Buffer Zone 5

i) PNPNT Colony 3

j) Clifton 3

k) Malir 4

l) Gulberg 5

m) DHA 5

n) PECHS 3

Resident of

1114

8 7

3 25

3 3 4 5 53

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Monthly Expenditure on Mobile Connection

251 - 75036%

0- 25027%

751 - 150024%

1501 - 300010%

3001 - Above3%

0- 250

251 - 750

751 - 1500

1501 - 3000

3001 - Above

Comments on Mobilink as Pakistan Biggest Cellular Company

87%

13%

Yes

No

Q7: How much your monthly expenditure on mobile connection services?

a) 0- 250 27

b) 251 - 750 36

c) 751 - 1500 24

d) 1501 - 3000 10

e) 3001 - Above 3

The monthly expenditure made on mobile

connection is mostly around Rs. 251 to 750.

Q8: Do you think Mobilink is the largest

cellular company of Pakistan with

broadest network throughout

Pakistan?

a) Yes 87

b) No 13

Most of the surveyed people agree that Mobilink

is the biggest cellular company in Pakistan.

PACKAGES USERS

47%

53%

Users

Non-Users

PACKAGES USERS

Ladies first13%

Bundle offer13%

Jazz budget30%

Others8%Jazz octane

36%

Jazz budget

Bundle offer

Ladies firstJazz octane

Others

Q9: Do you use Packages offered by

Mobilink JAZZ?

a) Users 53

b) Non-Users 47

If yes, then

a) Jazz budget 16

b) Bundle offer 7

c) Ladies first 7

d) Jazz octane 19

e) Others 4

Jazz Help Line Service

Bad13% Average

20%

Good18%

Excellent 18%

Don't know30%

Worst1%

Excellent

Good

Average

Bad

Worst

Don't know

Services Simultaneously Use with Mobilink Jazz

Mobilink (others)

13%Zong12%

Warid16%

U fone35%

Telenor24%

Mobilink (others)

Telenor

U fone

Warid

Zong

Q10: How helpful is the Mobilink JAZZ help line service?

a) Excellent 18

b) Good 18

c) Average 20

d) Bad 13

e) Worst 1

f) Don't know 30

Customer’s remarks are highly inconsistent on

the point of help line service of Jazz. 30%

people even though never uses the help line service.

Q11: Which service do you use simultaneously with Mobilink Jazz?

a) Mobilink

(Other than Jazz) 13

b) Telenor 24`

c) U fone 35

d) Warid 16

e) Zong 12

Alongwith Mobilink, many customers use other

mobile services as well. The most of them are

using Ufone.

Opinion on Best Cellular Network

U fone34%

Telenor22%

Mobilink22%

Zong2%Warid

20%

Mobilink

Telenor

U fone

Warid

Zong

Basis for Saying Best Cellular Network

Varieties of packages

9%Other2%

Reliability11%

High quality of service

16%

Wide Network15%

Lesser charges

22%

Low cost international

call11%

Internet and other services

14%

Reliability

High quality ofserviceWide Network

Lesser charges

Low costinternational callInternet and otherservicesVarieties ofpackages Other

Q12 In your opinion, which is the best telecommunication company in Pakistan?

a) Mobilink 22

b) Telenor 22

c) U fone 34

d) Warid 20

e) Zong 2

Majority of the people surveyed (34%), declared that

Ufone was the best cellular network.

Q13: What is the reason behind your opinion?

a) :Reliability 14

b) High quality of service 21

c) Wide Network 19

d) Lesser charges 30

e) Low cost international call 14

f) Internet and other services 18

g) Varieties of packages 12

h) Other 3

Other Services Users

Wap Connection

17%

Cricket update9%

Live TV5%

Caller tune 21%

Electronic Wallet

2%

Contact Backup

19%Others

0% MMS27%

MMS

Wap Connection

Cricket update

Live TV

Caller tune

Electronic Wallet

Contact Backup

Others

Charges Comparison With Others

Higher75%

Lesser8%

Same17%

Higher

Lesser

Same

Q14: Except traditional 2 ways Voice conversation & text messaging, which

feature(s)/Service(s) you use?

a) Multimedia messaging 35

b) Wap/Internet Connection 23

c) Cricket update 12

d) Live TV 7

e) Caller tune 28

f) Electronic Wallet 3

g) Contact Backup 25

h) Others 0

Besides making calls, the other most popular service used by customers according to the survey is

'multimedia messaging', closely followed by caller tune, contact backup and internet.

Q15: Do you think JAZZ service charges are competitive with other mobile connections?

a) Higher 75

b) Lesser 8

c) Same 17

Most people say that Mobilink charges are higher than

other network charges.

Usual ProblemSignal

drooping42%

Network busy17%

Late receiving of SMS

20%

Message sending error

15%

Others6%

Signal drooping

Network busy

Late receiving of SMS

Message sending error

Others

Time Usually Problem Noted

12am-06am30%

06pm-12 am20%

12pm-06pm32%

06am-12pm18%

12am-06am

06am-12pm

12pm-06pm

06pm-12 am

Q16: What are the usual problems you often face while using JAZZ?

a) Signal drooping 42

b) Network busy 17

c) Late receiving of SMS 20

d) Message sending error 15

e) Others 6

42% of the surveyed people said that the

main problem faced by them, is signal

dropping during a call.

Q17: At what time the above problem is usually noticed?

a) 12am-06am 30

b) 06am-12pm 18

c) 12pm-06pm 32

d) 06pm-12 am 20

The problem of call dropping is usually

faced around 12am to 6am, according to

our survey.

Users Made Complain Regarding Problem

70%

30%

Yes

No

Response against Complaint Registered

Average28%

Good26%

Excellent 26%

Worst 1%Bad

19%

Excellent

Good

Average

Bad

Worst

Problem Resolved on Complaint

Mostly32%

Often24%

Never20%

Every time24%

Every time

Mostly

Often

Never

Q18 Have you ever made a complaint about service to Mobilink JAZZ customer support?

a) Yes 70

b) No 30

If yes then, what response you get?

c) Excellent 18

d) Good 18

e) Average 20

f) Bad 13

g) Worst 1

26% percent of the users say that the response

against their complaint made was excellent.

Q19: To what extent does Mobilink JAZZ take action on your complaints?

a) Every time 17

b) Mostly 22

c) Often 17

d) Never 14

32% of Mobilink users say that their problem was

'Mostly resolved’. While 24% say that problem

was resolved 'every time'.

Availability of Easy Load

Easily available

88%

Hardly available

12%

Easily available

Hardly available

Satisfaction Level of Users

Not much Satisfactory

20%

Worst 5%

Unsatisfactory27%

Satisfactory 48%

Satisfactory

Not much Satisfactory

Unsatisfactory

Worst

Q20: Availability of Mobilink JAZZ easy load in your area?

a) Easily available 88

b) Hardly available 12

Pie chart shows that 88% users say that

easy load is easily available.

Q21: Have you ever faced theft of balance?

a) Yes 4

b) No 96

Q22: Your satisfaction level with the services provided by JAZZ?

a) Satisfactory 48

b) Not much Satisfactory 20

c) Unsatisfactory 27

d) Worst 5

48% of the surveyed users are satisfied

customers of Mobilink.

Features Users like to See in Mobilink Jazz

3%3%

31%

25%6%11%

13%8% Security

Low call rates

Low cost sms packages

other services

Wide networking

Improved Call centre

Varieties of packages

Other

Users Suggestions and Recommendations

31%14%

2%11%

16%26%

Call & SMS packages

Low rates

FnF Facility

Improve services

provide aw areness

Others

Q23 What features do you like to see in our jazz connection?

a) Security 3

b) Low call rates 37

c) Low cost sms packages 28

d) Internet and other services 7

e) Wide networking 12

f) Improved Call centre services 15

g) Varieties of packages 9

h) Other 3

Q24: Do you have any suggestions or recommendation that you want to see in Mobilink

JAZZ?

a) Call & SMS packages 37

b) Low rates 32

c) FnF Facility 19

d) Improve services 13

e) provide awareness 3

f) Others 17

CONCLUSIONAfter the completion of this research report we have come to a conclusion that although the

services of Mobilink Jazz is good, as well as its offers are no matter, wonderful yet there

are some problems also exist which can damage the overall image of Mobilink Jazz.

Mobilink Jazz Company is basically focusing the youth of this country which has a major

role and has major presence among the population of Pakistan. Mobilink Jazz is growing its

network very rapidly. Now we have gone through a survey according to the result of which

the youth is majorly experiencing the signal lagging problem especially at night timings.

Mobilink users desire for verity of packages as offer by other cellular companies. For the

eradication of the same and such other problems we have given some recommendations to

the company which is being discussed below. Overall Mobilink Jazz is providing good

quality of services but charging comparatively high cost.

RECOMMENDATIONOn behalf of the primary data that we have collected from different sources we have the

following suggestions on following of which most of the problems which are being faced by

the people would definitely be eradicated or reduced to the lowest level. These suggestions

include:

Frequency transmitters should be placed after every 1000 meters from each other

Frequency transmitters should be placed at such points where no other transmitter is

placed

More powerful frequency transmitters should be placed

More codes should be produced by seeing the growing numbers of customers

Customer care staff should treat the customers with great obedience

Problems must be entertained with the duration of hours and not days

Service should be provided with great concern in the night timings because more

and more young people avail night packages

More attractive packages should be introduced to attract the public

New offers should be introduced