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A Project report based onCONSUMER BEHAVIOUR & PERCEPTION
IN
VODAFONE
Submitted To
The University of Rajasthan
In partial fulfillment of paper-6 for award of B.B.A degree
Supervised By :-
Dr.Kumkum Rathore
Assistance Professor of bus. Admn.
University Maharani college
2012-2013
University maharani's college, Jaipur
AKSHAYTypewritten textMaharishi Arvind Institute of Science And
Management
AKSHAYTypewritten textJaipur
AKSHAYTypewritten textIn Partial Fulfillment of requirement for
aware of Bachelor Of Business Adminstration(BBA) IV Semester
2013-14
AKSHAYTypewritten textSUBMITTED BY:ABHAY SINGH RATHOREBBA
SEMESTER IV
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Acknowledgement
Behind every achievement lies a sea of gratitude of those who
have
extended there support and without whom it would never have
come
into existence.
I am thankful to my family for their helping, cooperating,
guiding,
advising and encouraging me without which this project would
not
have been seen the light of the day.
I wholeheartedly thank to my friends and teachers for their
effort in
making this project more presentable.
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INTRODUCTION TO VODAFONE ESSAR. LIMITED
Vodafone Essar is the Indian subsidiary of Vodafone Group
andcommenced operations in 1994 when its predecessor
Hutchison,'Telecom acquired the cellular license for Mumbai. The
companynow has operations acrossthe country with over 94',
14'million, customers.'_ .... ,Over the years, Vodafone Bssar,
under the Hutch brand, hasbeen named the 'Most Respected Telecom
Company', the 'BestMobile Service in the country' and the 'Most
Creative and MostEffective Advertiser of the Year'.
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Vodafone Group is the world's leading international
mobilecommunications corporation. It currently has equity interests
in31 countries across 5 continents and 40 partn~ networks withover
333 million proportionate customers worldwide. The Essar .Group is
Vodafone' s principal partner in India ..
The Bssar Group is a diversified business corporation with
abalanced portfolio of assets in the manufacturing and
servicessectors of Steel, Energy, Power, Communications,
ShippingPorts & Logistics, anti Projects. Essar employs more
than 50,000people across offices in Asia; Africa, Europe and the
Americas
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Economical STDIISD calling upto 30% cheaper thanMobiles/Pay
phoneslFixed line
. Seamless usage across all Vodafone India circles 24*7 Vodafone
care-Our customer care support Balance- validity check available
through SMS .Wide range countries- Locations specific cards
Simultaneous calls by multiple users High value corporate cards
'. . F:ull talk value (less.of service ~).. ... .. . . ....
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LONG DISTANCE BUSINESS SERVICES
Long Distance Network
Our Long Distance Network is a carrier class, IPMPLS
'networkthat can support multiple services. Our Long Distance,
NGNClass4 network uses hi-performance soft-switches with
highcapacity media gateways for interconnecting to roM networks.It
uses Session Border Controller for VolP interconnects. Thenetwork
core and 'edge are based on robust and proven IP..MPLS .technology.
We've spread our Domestic Long Distance Networkacross India with 23
POPs across ali teiecom circles .
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Mobile Money Transfer Service
InMarch 2007, Safari COM, which 'is part owned by Vodafoneand
the leading, mobile communication provider in Kenya,launched a
mobile payment solution developed by Vodafone. r
, .... ., M,..PES.Ais aimed a.t mobile customers who do not
have, a bank" account, typically because they do not have access to
a bank or 'their mcome is insufficient to justify a bank
account.
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OTHER SERVICES
The M~PESA system allows customers to deposit and withdrawcash
via local agents, and transfer money to other mobile phoneusers
'via SMS.By February 2008" the M-PESA money transfersystem in Kenya
had gained 1.6 million customers andVodafone announced that it was
to extend the service toAfghanistan.
The service here was. launched on the Roshan network under'the
brand M-Palsa with a different focus to the Kenyan
service.'M~Paisawas targeted as a vehicle for microfinance
institutions'(MFI) loan disbursements and repayments, alongside
business tobusiness app1icat~ons such as salary disbursement.'
The Afghanistan launch was followed in April 2008 by,
the'announcement of further a' further launch of IvI-PESA
inTanzania, ,
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Email: [email protected]}> Fax us:98280 98285
.Visit your nearest Vodafone store or .Vodafone ministore:
To find one near you, sms STORE to' 1 1 1(toll free).
.Vodafone live:
Enter a world of fun and information on your Vodafone
.GPRS'1110bilephone. Choose from a range of services likeNews on
stock market, sports, tashion, movies, music andmore. You .can also
download wallpapers, music andmobile games, check your email, chat
with friends, andsearch forinformation using live search. To
activateVodafone live Isms ACT VL to' 144(toll freej.To deactivate,
SIllS CAN VL to 144(tollfree)
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REASERCH METHODOLOGY
Definitions:1. Research is the systematic investigation to
establish facts or collect information on a
pre-decided subject.2. Methodology is the specification of the
system of principles and techniques used in
a particular discipline
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Figure. Research Process
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Research methodology is the way to systematically solve the
research problem .It may be understand as a science of studying how
research is done scientifically. In it Istudy the various steps
that are generally adopted by a researcher in his researchproblem
along with the logic behind them. It is necessary for the
researcher to know notoriy the research method but also the
methodology.
I not only talk off research method but also consider the logic
behind themethods. The use in aonduct of my research study and
explain why I am using a
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particular matter for technique and why I am using others. So
those research results are
Capable for being well evaluated by others
RESEARCH DESIGN-
Research design is the -arrangement of conditions for collection
& analysis in a manner
that aims to combine relevance to the research purpose with
economy in procedure:Research design involves a general plan of how
to go about answering the researchquestions set keeping in mind the
research objective.
Research Instruments: ..A complete questionnaire is prepared on
the basis of consumer behavior & satisfaction.with regard to
radial types.
The questionnaire was designed keeping the following point I
question in mlndi-
Is the question required?
Has the respondent experienced the situation desaibed in the
question? Is the question testing the respondent's memory?
Is the respondent likely to remember such information?
Will the respondent part with the information voluntary?
Can a single question be fragmented into small but multiple
questions for betterunderstanding?
Sampling Plan: -Sample method: Non-probability sampling (random
& stratified)
Sampl. Size: Sample size was 100.
A definite plan was drawn up for obtaining a sample
fromdifferent areas of educational institute of Jaipur. Thus sample
size has been determined
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using a particular method. The availability of resources in
terms of infrastructure of field
force. Time and cost was also taken into account.The process
involved breaking up the various types educational institute of
Jaipur city.This division was made in such a way that each one
major area of education get place
in the study, be it; technical or professlonal or other area of
study. There; by each ofthese areas of study sample were drawn
randomly or by stratified sampling.
Sample Design: -A sample design is a definite plan for obtaining
technique or procedure. The researcherwould adopt in selecting
items for the sample.
Types of sample design: - Random sampling: - In random sampting,
each of the population has a deflnite
reassigned probability of being selected In the sample.
Stratified sampling: - Under stratified sampling the population
is divided intoseveral sub population (strata) that are
individually more homogeneous than thetotal population & then
select items from each stratum to constitute a sample.
Data collecti()n: -
Since the study. undertaken by me is descriptive research, I
have concentrated onprimary data through survey and collection
secondary data.
Source of data collectlon:-Data is collected from two methods:
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Primary data: The questionnaire for data collection according to
the informationrequired from the consumers was deSigned. The region
undertaken for the research Is
. Jalpur (Raj.). Different areas selected for collection of data
through questionnaire andInterviews
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Secondary data: - Secondary data is collected from books,
newspaper, magazine and
websites.
SAMPLING ERRORS:While interpreting the results Ikept in mind the
potential errors. Two sources of
errors are random sampling error, which arises due to the fact
that the sample may notbe a true representative of the population,
and non-sampling error which comes upbecause of faulty coding,
untruthful responses, respondent fatigue etc.
LIMITATIONS IN RESEARCH:
All research papers have its own limitations in terms of
methodology and theresources available for its conduct. This study
is no exception to it and has been carriedunder following
limitation:-
.:. Some of the respondents were not forthcoming with
information as they thought itto be a waste of time
:. A number of respondents were biased towards a particular
brand, which wasgiving them better returns .
:. Some of the respondents were not available so, contacted
person was not abfeto present a fair view .
> Respondenfs lack of Ume to give information and their
casual attitude was a bighindrance in the study.
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Data Collection:
)' Data was collected through primary sources.)' Names and
addresses provided by the company distributionteam and by
mends.
,_~.1}u:o_ughquestionnaire, ,
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Research "instrument:, Questionnaire
Type ofguestionnaire: Structured
Types of questions:
a) Multiple choice questions
b) Open-ended and close-ended .
Area covered: Jaipur city
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.' Types of services that is used by the customers
Phone Prepaid Postpaid
Mobile 60% 40%
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Recommendation of the company to another person by
thecustomers:
Users Recommend Notrecommend
Prepaid Mobile 72.5% 27~5%
Postpaid mobile 'i, -, 77.5% 22.50/0 .. , . . '. ' .. . ' .. ...
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prepaid - postpaid
recommend,
Observations:
,Through this research we found the satisfaction level
ofdifferent of different services. This graph shows thatthe
, . . .percentage of prepaid mobile user is more dissatisfied
with the :service of Airtel. ' '
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Users Awareness Not awareness
Prepaid Mobile 50% 50%
Postpaid mobile 45% 55%
awareness
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the comnanx:
Users complained Not complained'
aid,Mobile ,25% 75%
tpaid mobile 17.5% 82.5%
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Company should also give the facility to the existing .' .. .
customers of prepaid connections to change their schemes on
their existing number only. This facility will be verybeneficial
for the labourers and the middle class people .
v.:"' ...... _. COUlP~Y shouldlaunch schemes such as Vodafone to
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\.../ "., .' .Vodafone free unlimited only on two numbers, This
will helpG ' in solving the network problems.
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vi,-,IviI.UJ.WhOID they have sold the products and services.
)- Printing of local calls on the hill.
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JBIBLIOGRAPHY
WEBSITES' REFERRED :-
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www.vodafone.in www.google.com www.yahoo.com,.
www.wikipedia.org
, ' .' . .,8 W'NW.msn.com
........_... .. BOOKS REFERRED :-
Marketing Management - Philip, Kotter
Marketing Management - Anti Mehta Kothari
Guidance from the facu'lty of the college
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a) 1-4 months'---'.. . b) 58 months
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25 .b) 25>35 c)35>45. .. ... . -' .. ~. ." .. .. ...
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d) 45:>55 _.,e) ~bo~e'55' ' ..
occupation: a) Business b) Professional c) Student
. d) Service e) Others
Area of Residence: --------1. What type of phone and connection
you are using presently?
I) Prepaid mobile . II) Postpaid mobile
2. Since how long you have got this connection?'
c) 1 year,d) more than 1year
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