Issuu on Google+

“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider”

CONTENTS Sl No

Contents

Page No

1

Executive Summary

1-2

2.

About The Telecommunication Sector

3-9

3.

Introduction to Tata Group

10-13

4.

Introduction to Tata Tele Service

14-22

5.

Research Design

23-29

6.

Data analyses and Interpretations

30-55

7.

Hypothesis

56-58

8.

Findings

59

9.

Suggestions

60

10.

Conclusion

61

11.

Bibliography

62

12.

Annexure

63

Babasabpatilfreepptmba.com

Page 1


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” Executive summary “Analysis of satisfaction level of various business organizations with their existing landline service provider” As this globalization era has led to the competition & expansion of the companies in different regions and in different countries. So in such a situation communication becomes important to transfer the message. That is the main reason for the boom in the telecommunication sector. To increase the connectivity government has put the telecom sector into priority sector list after liberalization policy. Government encouraged private participation in telecom sector along with BSNL, VSNL etc. to provide better service to the consumers. Due to this many private players including MNC’s like AT &T, Hutchison, British telecom Motorola, Telstra etc, and big industrial houses like, Reliance, Tata have entered this field

Tata tele service started its journey with the major acquisition of Hughes Telecom (India) Limited [now renamed Tata Teleservices (Maharashtra) Limited] in December 2002 & it operates in 20 circles Having pioneered in the CDMA 3G1x technology platform in India, Tata Teleservices has established a robust and reliable telecom infrastructure that ensures quality in its services. It has partnered with Motorola, Ericsson, Lucent and ECI Telecom for the deployment of a reliable, technologically advanced network Tata Teleservices’ bouquet of telephony services includes Mobile services, Wireless Desktop Phones, Public Booth Telephony and Wire line services. Other services include value added services like voice portal, roaming, post-paid Internet services, 3-way conferencing, group calling, Wi-Fi Internet, data and calling card services. The main purpose of the study is to find the business organizations satisfaction level with their existing landline service provider& awareness of corporate connection plan. It has become mandatory for the competitors to get the edge over the competitors. So it becomes important to analyze the satisfaction level of the various Babasabpatilfreepptmba.com

Page 2


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” business houses with their existing landline services. The area selected for the study is Belgaum Objectives of my study are.  To study about telecommunication sector  To study awareness of the corporate connection.  To study about various organizations satisfaction level with their existing telecommunication service  To study about organizations response towards corporate plans

Some of the findings are most of the business organizations are having BSNL land line connection because of its less call rate. Clarity of the voice & less call rate is the main criteria while deciding the landline connection .The main purpose of taking the connection is to talk. & as the study is concern to the business organization the calls made are more by these organizations. So less call rate is the main criteria while deciding the landline .And most of the organizations are satisfied with there existing service provider.

Babasabpatilfreepptmba.com

Page 3


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider�

Babasabpatilfreepptmba.com

Page 4


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider�

INTRODUCTION TO TELE COMMUNICATION SECTOR

Telecommunication sector is a vital importance in economic development, is witnessing phenomenal technological progress. The sea change in economic policies of India is transforming Indian economy from a command and control to a liberalized and globalized market economy. The changing economic policy is having its impact on the telecom sector too. In pursuance of the Government's commitment to liberalization, the FDI ceiling in the telecom sector was enhanced from 49 percent to 74 percent in certain areas. The total FDI approved for telecom sector up to September 2005 was Rs 41,551 crores.

Chairman of Telecom Dispute Settlement and Appellate Tribunal (TDSAT) Justice (Retd) N Santosh Hegde said while India had eight million phones in 1995 and with teledensity of mere 0.8 per cent, the figure rose to 141 million (93 million cellular and 48 million landline) phones and teledensity to 12 per cent last year. The industry was expected to increase its subscriber base to 250 million by the end of 2007.With 141 million gross subscriber base the telecom service industry is growing at the rate of 30 per cent annually and its contribution to the country's Gross Domestic Product (GDP) is one per cent, The telecom service industry with a turnover of Rs 90,000 crores during last one year expected its contribution to GDP to rise by another one per cent over the next three years, The government aims to connect 41,000 villages by March 2007 and extend mobile coverage to at least 85 per cent of the country.

Babasabpatilfreepptmba.com

Page 5


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider”

Investment Requirement (Figure in Rs.Crore) YEAR

PUBLIC SECTOR

PRIVATE SECTOR

RURAL SECTOR

TOTAL YAERLY

2004 - 2005

22,822

7,944

8,520

39,286

2005 - 2006

23,963

10,981

9,210

44,154

2006- 2007

24,161

17,281

11,010

53,452

INVESTMENT REQUIREMENT(FIGURE IN Rs CRORE) 120000 100000 80000

TOTAL YAERLY

RUPEES 60000

RURAL SECTOR

40000

PRIVATE SECTOR

20000

PUBLIC SECTOR

0

YEAR 1

2

3

4

5

6

7

YEAR

To increase the connectivity government has put the telecom sector into priority sector list after liberalization policy. Government encouraged private participation in telecom sector along with BSNL,VSNL,HTML,etc.to provide better service to the consumers. Due to this many private players including MNC’s like AT &T, Hutchison, British telecom Motorola, Telstra etc, and big Industrial houses like, Reliance, Tata have Babasabpatilfreepptmba.com

Page 6


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider� entered this field as the consumers are unsatisfied with the DoT services the scope for the private players increased. India has the sixth largest Network in the world. Telecommunication has helped in developing India a leading Nation in the world.

Main players of the telecommunication industry The competition various across the segments but the current players include the state owned operators as well as private operators. Babasabpatilfreepptmba.com

Page 7


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” In the public sector main players are:  Bharat Sanchar Nigam Limited. (BSNL)  Mahan agar Telephone Nigam Limited (MTNL)

In private sectors the main players are:  Spice telecom  Tata Indicom Limited  Reliance Telecom Limited  Bharti Teleservices Limited.  Hutchison Essar  Idea.

Chronological Overview Year 1851 1943 1985 1986 1991 1994

1995 1996 1998 1999

Events First Telephones in India Nationalization of Telephone companies Dot was created Creation of MTNL &VSNL Telecom equipped liberalized Licenses for paging Telecom policy announced Guidelines for private sector participation in basic services Cellular licenses issued for metros Tenders for 2nd operator in basic services apart form Dot on circle basis VSNL launches internet services TRAI formed Internet policy announced New telecom policy announced Telecom has become the new buzzword and the reforms measures announced by

the government are no less than a big bang for the growth of India’s technology sector. Babasabpatilfreepptmba.com

Page 8


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider�

National Long Distance Services India’s national long distance market is estimated to be Rs.138 billion in revenue, representing more than 30% of the total telecom services market. The market has two segments: intra-circle (within the same state/ circle) and inter-circle (from one state/ circle to another, including from cellular to fixed lines). Inter-circle revenues are estimated to be Rs.57 billion (from 6.7 billion minutes), intra-circle revenues-Rs 48 billion (from 20 billion minutes), and Rs. 3 billion from cellular calls. The national long distance market is expected to be Rs.240 billion by 2007 and Rs 500 billion by 2010, according to TRAI estimates. Of this, the inter-circle market is expected to grow to Rs.170 billion by 2007. After remaining a monopoly of the Department of Telecom, National Long Distance (NLD) services were opened to the private sector in August 2000. NLD licenses govern only inter-circle connectivity, but operators may provide services in the short distance calling areas (SDCAs) through agreements with the basic service providers in those areas. The NLD network consists of 322 long distance charging areas (LDCAs) and licensees must roll out services in at least 15%of these within 2 years, and cover all areas within 8 years. NLD operators may also enter basic circles by paying an entry fee, thereby providing the full range of services. The National Long Distance Operations (NLDO) policy also allowed private Infrastructure Providers to set up telecommunications infrastructure for captive as well as third party use. Growth in the long distance market will emerge from the following factors:

Babasabpatilfreepptmba.com

Page 9


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” •

Voice tariff is expected to reduce by 20% annually, while traffic shall increase 25%.

Data, which has only 5% of traffic currently, will increase its share to 65% in 2007

Data transmission costs will come down significantly with economies of networking. As of now, only two private operators – Bharti and Reliance- have obtained

NLD licenses, and are investing more than Rs 300 billion in national fiber optic backbones. Reliance has the most ambitious project of all, entailing Rs. 250 billion in a 1terabit-fiber network, spanning 115 cities having 85% of India’s telecom revenue. BSNL already has 123600 km going to 238000 by 2005. Data transmission costs will come down significantly once network is in place, with economies of networking. Annually 20% tariff fall expected while traffic increase 25%. Voice tariff will reduce by 70% by 2006. National Long Distance Market As of now, only two private operators – Bharti and Reliance- have obtained NLD licenses, and are investing more than Rs 300 billion in national fiber optic backbones. Reliance has the most ambitious project of all, entailing Rs. 250 billion in a 1terabit-fiber network, spanning 115 cities having 85% of India’s telecom revenue. BSNL already has 123600 km going to 238000 by 2005. Data transmission costs will come down significantly once network is in place, with economies of networking. Annually 20% tariff fall expected while traffic increase 25%. Voice tariff will reduce by 70% by 2006.

International Long Distance Services Data transmission costs will come down significantly once network is in place, with economies of networking. Annually 20% tariff fall expected while traffic increase 25%. Voice tariff will reduce by 70% by 2006. Rs 69 billion in revenue, in the year

Babasabpatilfreepptmba.com

Page 10


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider� ending March 2000, international traffic has been growing 16% in volume; though revenues have stagnated.

Babasabpatilfreepptmba.com

Page 11


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider”

INTRODUCTION TO TATA GROUP The Tata Group comprises 96 operating companies in seven business sectors: information systems and communications; engineering; materials; services; energy; consumer products; and chemicals. Jamsetji Tata founded the Group in the mid 19 th century, a period when India had just set out on the road to gaining independence from British rule. Consequently, Jamsetji Tata and those who followed him aligned business opportunities with the objective of nation building this approach remains enshrined in the Group's ethos to this day.

The Tata Group is one of India's largest and most respected business conglomerates, with revenues in 2005-06 of $21.9 billion (Rs 967,229 million), the equivalent of about 2.8 per cent of the country's GDP, and a market capitalization of $51.3 billion. Tata companies together employ some 2, 46,000 people. The Group's 28 publicly listed enterprises among them stand out names such as Tata Steel, Tata Consultancy Services, Tata Motors and Tata Tea — have a combined market capitalization that is the highest among Indian business houses in the private sector, and a shareholder base of over 2 million. The Tata Group has operations in more than 54 countries across six continents, and its companies export products and services to 120 nations. Babasabpatilfreepptmba.com

Page 12


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider� The Tata family of companies shares a set of five core values: integrity, understanding, excellence, unity and responsibility. These values, which have been part of the Group's beliefs and convictions from its earliest days, continue to guide and drive the business decisions of Tata companies. The Group and its enterprises have been steadfast and distinctive in their adherence to business ethics and their commitment to corporate social responsibility. This is a legacy that has earned the Group the trust of many millions of stakeholders in a measure few business houses anywhere in the world can match.

Leadership with trust Purpose At the Tata Group our purpose is to improve the quality of life of the communities we serve. We do this through leadership in sectors of national economic significance, to which the Group brings a unique set of capabilities. This requires us to grow aggressively in focused areas of business Our heritage of returning to society what we earn evokes trust among consumers, employees, shareholders and the community. This heritage is being continuously enriched by the formalization of the high standards of

behavior expected from employees and

companies.

The Tata name is a unique asset representing leadership with trust. Leveraging this asset to enhance Group synergy and becoming globally competitive is the route to sustained growth and long-term success Five core values The Tata Group has always sought to be a value-driven organization. These values continue to direct the Group's growth and businesses. The five core Tata values underpinning the way we do business are: Babasabpatilfreepptmba.com

Page 13


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” 

Integrity: We must conduct our business fairly, with honesty and transparency. Everything we do must stand the test of public scrutiny.

 Understanding:

We must be caring, show respect, compassion and humanity for our

colleagues and customers around the world, and always work for the benefit of the communities we serve.

 Excellence:

We must constantly strive to achieve the highest possible standards in our day-to-

day work and in the quality of the goods and services we provide.

 Unity:

We must work cohesively with our colleagues across the Group and with our customers

and partners around the world, building strong relationships based on tolerance, understanding and mutual cooperation.

 Responsibility:

We must continue to be responsible, sensitive to the countries, communities

and environments in which we work, always ensuring that what comes from the people goes back to the people many times over.

TATAGROUPS Agricultural inputs

 Agrochemicals (Rallis)  Fertilizers (Tata Chemicals) Automotive  Automotive components (TACO)  Automotive services (TACO, Tata Technologies)  Commercial vehicles (Tata Motors)  Diesel engines (Tata Cummins) Aviation  Charter flights (Taj Air) Chemicals  Chemicals (Tata Chemicals, Rallis)  De-sulphurising compounds (Jamipol) Communications  Broadband services (Tata Indicom) 

Telecommunications

(Tata Indicom)

Consultancy  Management consultancy (Tata Economic Consultancy Services, Tata Strategic Management Group) Babasabpatilfreepptmba.com

Page 14


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” Energy  Oil and gas (Tata Power)  Power (Tata Power, Tata Projects)  Solar energy (Tata BP Solar) Materials  Advanced composites (Tata Advanced Materials)  Cement (Tata Chemicals)  Dolomite Refractories (Tata Refractories)  Pig iron (Tata Metaliks)  Steel (Tata Steel) etc.

Babasabpatilfreepptmba.com

Page 15


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider”

INTRODUCTION TO TATA TELE SERVICE Tata Teleservices is part of the $21.9 billion (Rs 967,229 million) Tata Group that has over 90 companies in distinct sectors like steel, chemical, software, etc. over 220,000 employees are working in this Group and more than 2.8 million shareholders. Tata Teleservices spearheads the Group’s presence in the telecom sector. Tata tele service was incorporated in 1996; Tata Teleservices was the first to launch CDMA mobile services in India with the Andhra Pradesh circle. Tata tele service started its journey with the major acquisition of Hughes Telecom (India) Limited [now renamed Tata Teleservices (Maharashtra) Limited] in December 2002, the company has swung into expansion mode. Tata Teleservices operates in 20 circles i.e. Andhra Pradesh, Chennai, Gujarat, Karnataka, Delhi, Maharashtra, Mumbai, Tamil Nadu, Orissa, Bihar, Rajasthan, Punjab, Haryana, Himachal Pradesh, Uttar Pradesh (E), Uttar Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West Bengal.

Babasabpatilfreepptmba.com

Page 16


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” Having pioneered in the CDMA 3G1x technology platform in India, Tata Teleservices has established a robust and reliable telecom infrastructure that ensures quality in its services. It has partnered with Motorola, Ericsson, Lucent and ECI Telecom for the deployment of a reliable, technologically advanced network The company, which heralded convergence technologies in the Indian telecom sector, is today the second market leader in the fixed wireless telephony market with a total customer base of over more than 3.8 million.

Tata Teleservices’ bouquet of

telephony services includes Mobile services, Wireless Desktop Phones, Public Booth Telephony and Wire line services. Other services include value added services like voice portal, roaming, post-paid Internet services, 3-way conferencing, group calling, Wi-Fi Internet, data and calling card services. Some of the other products launched by the company include prepaid wireless desktop phones, public phone booths, new mobile handsets and new voice & data services such as games, Voice Portal, picture messaging, polyphonic ring tones, interactive applications like news, cricket, astrology, etc. Tata Indicom redefined the existing prepaid mobile market in India, by unveiling their new offering – Tata Indicom ‘Non Stop Mobile’ which allows customers to receive free incoming calls. Recently, India’s fastest and youngest telecom service provider entered the prestigious Limca Book of Records, by inaugurating 100 True Value Shoppe’s nationally on a single day. Tata Teleservices has a strong workforce of 6000. In addition, TTSL has created more than 20,000 jobs, which will include 10,000 indirect jobs through outsourcing of its manpower needs. Today, Tata Teleservices Limited along with its subsidiary Tata Teleservices (Maharashtra) Limited serves over 13 million customers in over 3100 towns. With an ambitious rollout plan both within existing circles and across new circles, Tata Teleservices is offering world-class technology and user-friendly services in 20 circles Babasabpatilfreepptmba.com

Page 17


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider�

Services offered by TATA Indicom. Landline Tata Indicom offers almost instant phone connections. Tata Indicom Landline Phone service is based on the state of the art Optical Fiber Cable-based backbone. Through customer can enjoy greater voice clarity. & this also helps to reduce the cost of the call.

Tata Indicom Phone Connections Advantage Superior voice clarity Accurate billing Responsive and friendly service 24 x 7 friendly customer services

Babasabpatilfreepptmba.com

Page 18


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” If a customer takes a wire-line connection, customer’s telephone is connected to the Tata Indicom exchange by a combination of high technology fiber-optic and copper cables. A global standard today, fiber-optic cable enables Tata tele service network to handle higher capacities of load as compared to ordinary cables and at much higher transmission speeds. This gives the customer trouble-free and faster connectivity.

Internet Tata Teleservices (Maharashtra) Ltd. provides ADSL (Asymmetric Digital Subscriber Line) in Maharashtra & Goa. The "asymmetric" in ADSL means that data from the customer to the Internet (upstream/upload) travels at a different speed than data from the Internet to the customer (downstream/download). With the help of above technology Tata tele service facilitate High Speed Internet Access and allow multiple Data, Voice and Video to be carried over cable. ADSL connection can eliminate the frustrating delays associated when waiting to download information and graphics from the International sites

Tata Indicom enterprise business unit These are the services which are mainly designed & developed to the small & medium enterprises. These services help SMEs to transfer there data from one end to other end & also it helps to call at a less call rate. The Corporate Channels team focuses on the SME segment and endeavors to deliver value driven propositions, product and services from the VSNL stable. The Solutions Group works with the product teams to develop customized telecom offerings that help enable clients’ businesses. Tata Indicom Virtual Private Dial-up Network (VPDN) VPDN is used in general for connectivity needs at remote sites-dealers, travel Babasabpatilfreepptmba.com

Page 19


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider� agents, mobile executives, etc. lt offers a low cost and flexible solution for sites where infrequent/periodic access is required. Tata Indicom National Private Leased Circuit (NPLC) Point-to-point, dedicated domestic connectivity for data and voice network, NPLC takes care of the security of data. This connectivity can be used to transfer huge volumes of data for applications like centralized ERP, databases, mail, etc which are accessed by branches or business partners on a regular basis.

Partners for Tata Tele Service. Tata Indicom Franchisee/ Distributor A person can partner with Tata Indicom in several ways by becoming a Franchisee / Distributor for Tata Indicom Mobile, Landline connections and Post paid Internet service Tata Indicom Phone Booth Operator. Pay Telephony Business Unit (PTBU) is a strategic business unit of Tata Teleservices Limited and is the only branded player in the payphone industry in the Babasabpatilfreepptmba.com

Page 20


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” country. It provides its services under the brand name of Tata. TTSL booths use Smart Card technology, which is developed by Schlumberger, the leaders in Smart Card Payphone technology. The Smart Cards have a smart chip with a pre-programmed calling value; this card is sold to the operator who in turn sells the calling minutes to the endconsumer. This makes TTSL the first private operator in the country to introduce Smart Cards in Payphone Booths. Continuing with the pioneering spirit TTSL have also been the first in India to introduce the Payphone Management System, calling cards for customers, smart cart (mobile booth) and patented booth designs - 'Capsule' and 'Full cabin'. TTSL serve the Payphone market through two business models - Regular and Institutional. The regular model targets small and medium enterprises (e.g. kirana stores, bakeries etc). In the regular model the payphone under the brand name Tata Indicom Public Phone Booth, is sold to the operator. The operator is paid commission based on certain revenue slabs depending on the package. There are four packages to choose from:  Shreya,  Shresta,  Suvarna  Sampada. The institutional model targets public utility services and major establishments, government and corporate. The institutional business (IB) is aimed at giving a focused service to these establishments. The ownership of the payphone and the equipment remains with Tata Teleservices Limited. While the institution provides the space for the installation, the operations remain the responsibility of PTBU.

TATA Indicom’s vale added services Conferencing, This enables customers to involve three people (including user) in one telephonic conversation. Customer can use the conferencing facility even when the Tata Indicom Public Phone Booth is closed, from the comfort of their home. The Tata Indicom Babasabpatilfreepptmba.com

Page 21


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider� Public Phone Booth conferencing has a user-friendly Auto Caller Unit (ACU) system with a voice prompt facility that provides complete privacy for conversations. An independent number and password ensure utmost security. At the end of the call the ACU announces the call charges and balance credit amount

Fundoo Calling, Customer can call to update himself on his horoscope, cricket scores, tension easers (jokes and thought of the day), city information and news. Customer service, This is a dedicated customer call center, available for all queries, complaints and suggestions.

Board of Directors. Mr. Ratan N. Tata Designation: Chairman Company: Tata Sons Ltd.

Babasabpatilfreepptmba.com

Page 22


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider� Mr. K. A. Chaukar Designation: Managing Director Company: Tata Industries Ltd. Dr. J. J. Irani Designation: Director Company : Tata Sons Ltd. Mr. S. K. Gupta Designation: Group Telecom Advisor Mr. R. Gopalakrishnan Designation: Director Company: Tata Sons Ltd Mr. I. Hussain Designation: Director Company: Tata Sons Ltd. Mr. N. Srinath Designation: Director Company: VSNL Mr. N. S. Ramachandran Designation: Director Company: Tata Teleservices Ltd. Mr. S. Ramadorai Designation: CEO & Managing Director Company: Tata Consultancy Services Limited.

Babasabpatilfreepptmba.com

Page 23


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider� Dr. Mukund Govind Rajan Designation: Vice President Company: Tata Sons Ltd. Mr. Manish Kejriwal Designation: Director Company: Tata Teleservices Ltd.

NEED FOR THE STUDY:

Babasabpatilfreepptmba.com

Page 24


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” As telecom sector is booming in India, it has become mandatory for the competitors to get the edge over the competitors. So it becomes important to analyze the satisfaction level of the various business houses with their existing landline services. And this study also helps the company, to overcome the problems of the organizations related to telecommunication by planning the good corporate schemes to these organizations. And the study is restricted to only Belgaum city. The questionnaire is specifically framed keeping in mind are the aspects and requirement that would fulfill our objectives and gives us exact idea and that would help the organization to take better decision.

Objectives:  To study about telecommunication sector  To study awareness of the corporate connection.  To study about various organizations satisfaction level with their existing telecommunication service  To study about organizations response towards corporate plans

Babasabpatilfreepptmba.com

Page 25


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” Hypothesis Testing of hypothesis deals with the verification of validity of the presumptions regarding the parameters of the population using samples drawn from the population. “A statistical hypothesis is an assertion regarding the statistical distribution of the population. It is a statement regarding the parameters of the population. “ There are two hypotheses Null hypothesis The hypothesis, which is being tested for the possible rejection, is called null hypothesis. It is denoted by H0. Alternative hypothesis The hypothesis, which is accepted when the null hypothesis is rejected, is called as the alternative hypothesis. It is denoted by H1

Hypothesis testing H1. More than 40% of the organizations are aware of corporate plan of Tata Indicom H2. More than 40% of the organizations own corporate connections of Tata Indicom.

Babasabpatilfreepptmba.com

Page 26


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider�

Babasabpatilfreepptmba.com

Page 27


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider�

Data Collection Approach

The data is collected through both primary & secondary data

Sources of Data

Primary Data

Questionnaire

Secondary Data

Internal secondary data

Babasabpatilfreepptmba.com

External secondary data

Page 28


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider”

Primary source of data The primary source of data means it is a data, which is collected for the first time, or it is some time called as the first hand data. In this project I have collected the information through the questionnaire.

The major primary source of information is questionnaire & it was administered to organizations according to the sample size. I have collected the required information from the organizations with the help of the questionnaire & personal interview. Elements of the primary data •

Different landline connections that organizations are having.

Main criteria’s while deciding the landline connection

Clarity & errors in billing by landline service provider.

Number of organizations aware of different corporate plans.

Satisfaction level of organizations.

Interview method Interview method means exchange of information or ideas between two or more persons. In this project personal interview method is adopted the collection of information is through face to face interaction.

Babasabpatilfreepptmba.com

Page 29


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider� Research Instrument Questionnaire is used in this project as a Research Instrument. A questionnaire consists of set of questions presented to respondents. Here business organizations are the respondents. In this project questionnaire consists of both open ended questions & also close ended questions. Secondary sources of data. It is the next method of collection of data. Secondary source of data means it is information which is already collected by some other. Or we may call it as a second hand data. Secondary data sources Internal secondary data The data is collected within the organizations. Here I have collected the information from the internal experts. External secondary data. In this project I have collected the information from the internet, magazines etc Sampling procedure Population The population selected for the study is business organizations. Sampling Sampling means the selection of a fraction of total number of units of the interest or it is a subset from a large population. Type of sampling

Babasabpatilfreepptmba.com

Page 30


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” For the survey I have used probability sampling. It is the objective procedure in which the probability of selection is known in advance for each population unit. Here I have used the simple random sampling in which every possible sample of certain size within the population has known & equal probability of being chosen for the study Sampling unit Sampling unit defines who is to be surveyed? Here as the survey is to know the business organizations satisfaction. So the sampling unit is business organizations. Sampling area Belgaum is the sampling area selected for the study. Limitation  The Study is confined to Belgaum city only  The Sample size is 100.  The Information provided by the respondents cannot be fully reliable.

Babasabpatilfreepptmba.com

Page 31


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider�

Babasabpatilfreepptmba.com

Page 32


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider”

1. Number of respondent’s having landline connection. Statistics Landline connection N

Valid Missing

Mean Median Mode

100 0 1.00 1.00 1

Landline connection

Valid

yes

Frequency 100

Babasabpatilfreepptmba.com

Percent 100.0

Valid Percent 100.0

Cumulative Percent 100.0

Page 33


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” landline connection

yes

Interpretations: 

I have taken 100 business organizations for the survey. All 100 business

organization has the land line connection in there organizations. 

This shows the demand & importance of the telecommunication.

2. Name of the landline connection. Name of landline connection N

Valid Missing

100 0 2.35 2.00 2

Mean Median Mode Name of landline connection

Frequency Valid

Tata Indicom BSNL Airtel

Babasabpatilfreepptmba.com

11

Cumulative Percent 11.0

52 28

63.0 91.0 Page 34


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” Reliance Total

9 100

100.0

name of landline connection 60

50

40

Frequency

30

20

10

0 tata ind

bsnl

airtel

reliance

name of landline connection

Interpretations: 

Out of 100 only 11 organizations are having Tata Indicom connection, 52

organizations are having BSNL connection, 28 of them are having Airtel & next comes reliance with 9 connections. 

BSNL is enjoying a high customer base because most of the customers prefer this

because of its low call rate & good coverage.

3. Main Criteria’s while deciding land line connection. a. Clarity of voice N Mean Median Mode

Valid Missing

100 0 .85 1.00 1

Clarity of voice Babasabpatilfreepptmba.com

Page 35


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” Frequency Valid

Percent

0

15

15.0

Valid Percent 15.0

1

85

85.0

85.0

Total

100

100.0

100.0

Cumulative Percent 15.0 100.0

Clarity of Voice 0 15.00 / 15.0%

1 85.00 / 85.0%

Interpretations:  Out of 100 organizations 85 of them have ticked that clarity of voice is main criteria while selecting the landline service. And 15 of them do not think that this is the main criterion so they did not tick that.  The main reason to take a landline connection is to talk so clarity of voice becomes crucial criteria while selecting landline service provider. B. Coverage Statistics Coverage N Mean Median Mode

Babasabpatilfreepptmba.com

Valid Missing

100 0 .73 1.00 1

Page 36


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” Coverage

Valid

Frequency

Percent

27 73 100

27.0 73.0 100.0

0 1 Total

Valid Percent 27.0 73.0 100.0

Cumulative Percent 27.0 100.0

coverage 0 27.00 / 27.0%

1 73.00 / 73.0%

Interpretations: 

Out of 100 organizations 73 of them believe that coverage is the

most important criteria & 27 of them believe that it is not an important criterion that they are going to consider while selecting the landline connection. 

BSNL is enjoying a high customer base because of its good coverage C. Less call charge

Statistics Less call charge N Mean Median Babasabpatilfreepptmba.com

Valid Missing

100 0 .75 1.00 Page 37


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider� Mode

1

Less call charge Frequency

Percent

0

25

1 Total

Valid

25.0

Valid Percent 25.0

Cumulative Percent 25.0

75

75.0

75.0

100.0

100

100.0

100.0

Less call charge 0 25.00 / 25.0%

1 75.00 / 75.0%

Interpretations:

Babasabpatilfreepptmba.com

Page 38


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” 

Out of 100 organizations 75 of them believe that less call rate is the most

important criteria & 25 of them believe that it is not an important criterion that they are going to consider while selecting the landline connection

Most of the organizations take this into consideration because business

organizations do more calls for business purpose to its customers. so to reduce there cost this becomes important criteria while selecting

This is the main reason for BSNL to enjoy more customer base & also its

different plans like one India plan made its customer to make a call at less rates.

D. Offers Statistics Offers N Babasabpatilfreepptmba.com

Valid

100 Page 39


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” Missing

0 6.00E-02 .00 0

Mean Median Mode Offers Frequency 0

94

94.0

Valid Percent 94.0

1

6

6.0

6.0

Total

100

100.0

100.0

Valid

Percent

Cumulative Percent 94.0 100.0

offers 1 6.00 / 6.0%

0 94.00 / 94.0%

Interpretations: 

Only 6 organizations consider offers as the main criteria while selecting the

landline service provider. And 94 of them do not consider this as the crucial one.

4. Total monthly bill Babasabpatilfreepptmba.com

Page 40


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider� Monthly bill N

Valid Missing

100 0 2.47 2.00 1

Mean Median Mode Monthly bill

Valid

Frequency

Percent

Valid Percent

Less than 5000 5000-10000 10000-15000 15000-20000 20000-25000

29 23 25 18 5

29.0 23.0 25.0 18.0 5.0

29.0 23.0 25.0 18.0 5.0

Total

100

100.0

100.0

Cumulative Percent 29.0 52.0 77.0 95.0 100.0

Monthly Bill 40

30

Frequency

20

10

0 less than 5000

10000-15000 5000-10000

20000-25000 15000-20000

monthly bill

Babasabpatilfreepptmba.com

Page 41


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” Interpretations. 

Out of 100 organisations, 29 organisations are paying a bill less than 5000, 23

of them are paying a bill in the range between 5000-10000, 25 of them are paying there bill in the range of 10000-15000, & 18 organisations are paying there bill in the range between 15000-20000 & remaining 5 organisations are paying 20000-25000. 

So most of the organisations have opted BSNL to save their cost.

Babasabpatilfreepptmba.com

Page 42


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider�

6. a. Clarity Statistics Clarity N

Valid Missing

100 0 1.81 2.00 2

Mean Median Mode Clarity

Valid

Frequency

Percent

Valid Percent

Very good

28

28.0

28.0

28.0

Good

63

63.0

63.0

91.0

Avg

9

9.0

9.0

100.0

Total

100

100.0

100.0

Babasabpatilfreepptmba.com

Cumulative Percent

Page 43


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” Clarity 70 60 50 40

Frequency

30 20 10 0 very good

good

avg

clarity

Interpretation: 

Out of 100 organisations 63 of them rated there landline service provider provides

good clarity of sound, 28 of them rated that clarity of there landline is very good & remaining 9 have told that clarity of sound is average. 

This shows most of the organizations are satisfied with clarity of sound provided

by there service provider.

Babasabpatilfreepptmba.com

Page 44


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider�

B. Billing Errors in billing N

Valid

100

Missing

0

Mean

1.93

Median

2.00

Mode

2

Errors in billing

Valid

Yes

Frequency 7

Percent 7.0

Valid Percent 7.0

Cumulative Percent 7.0

No

93

93.0

93.0

100.0

Total

100

100.0

100.0

Babasabpatilfreepptmba.com

Page 45


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” Billing Error 100

80

60

Frequency

40

20

0 yes

no

errors in billing

Interpretations: 

From 100 samples 93 of them have told that there is no error in the billing. & 7

organisations have told that there is an error in billing. 

Out of 7 who told there is an error in billing, 4 of them are finding a billing error

from Airtel, 2 are from Tata indicom & 1 is from BSNL. 7. Complaint handling by service provider. Statistics of Complaint handling N

Valid Missing

100 0 1.64 2.00 2

Mean Median Mode Service provider’s response for complaint handling Valid

Quick Response Late Response No Response Total

Frequency 39

Percent 39.0

Valid Percent 39.0

Cumulative Percent 39.0

58

58.0

58.0

97.0

3

3.0

3.0

100.0

Babasabpatilfreepptmba.com

100

100.0

100.0 Page 46


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” Complaint handling by service providers No Response 3.00 / 3.0%

Quick Response 39.00 / 39.0%

Late Response 58.00 / 58.0%

Interpretation: 

From the above graph it is clear that 58 % (i.e.58 org), have told that there service

provider do not respond quickly to their complaints, 39 %( i.e, 39) of them told that there service provider responds quickly to there complaints. & only 3% (i.e. 3) of them have told there is no response. 8. Corporate plans of various service providers. Statistics of Tata Indicom N

Valid Missing

Mean Median Mode

100 0 1.75 2.00 2

Tata Indicom Frequency

Percent 25.0

Valid Percent 25.0

Cumulative Percent 25.0

Yes

25

No

75

75.0

75.0

100.0

Valid

Babasabpatilfreepptmba.com

Page 47


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” Total

100

100.0

100.0

Tata indicom 80

60

Frequency

40

20

0 yes

no

Tata indicom

Interpretation: 

Out of 100 samples only 25 organisations are aware of corporate plan of Tata

indicom & remaining 75 of theme are not aware. B. Reliance Statistics of Reliance N

Valid Missing

100 0 1.74 2.00 2

Mean Median Mode Reliance

Valid

Frequency

Percent

26 74

26.0 74.0

Yes No

Babasabpatilfreepptmba.com

Valid Percent 26.0 74.0

Cumulative Percent 26.0 100.0 Page 48


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” Total

100

100.0

100.0

Reliance 80

60

Frequency

40

20

0 yes

no

Reliance

Interpretation: 

Out of 100 samples only 26 organisations are aware of corporate plan of Reliance

& remaining 74 of theme are not aware

C. Statistics Airtel N

Valid Missing

Mean Median Mode

100 0 1.56 2.00 2

Airtel Frequency Percent

Babasabpatilfreepptmba.com

Valid Cumulativ Percent e Percent Page 49


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” Valid

Yes

44

44.0

44.0

44.0

No

56

56.0

56.0

100.0

Total

100

100.0

100.0

Airtel 60

50

40

30

Frequency

20

10 0 yes

no

Airtel

Interpretation: 

Out of 100 samples only 44 organisations are aware of corporate plan of Airtel &

remaining 56 of theme are not aware 9. Number of organizations having corporate connections. Corporate connection N Mean Median Mode

Valid Missing

100 0 1.15 1.00 2

Corporate connection Babasabpatilfreepptmba.com

Page 50


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider”

Valid

Frequency

Percent

26 33 41 100

26.0 33.0 41.0 100.0

0 Yes No Total

Valid Cumulative Percent Percent 26.0 26.0 33.0 59.0 41.0 100.0 100.0

corporate connection No 41.00 / 41.0%

0 26.00 / 26.0%

Yes 33.00 / 33.0%

Interpretations: 

From the above graph it is clear that only 33 % (i.e., 33 org) of them are having

corporate connection & 41% organisations are not having the corporate connection. And remaining 26 % are not aware of corporate connection only so it has taken as “0”. 

Out of 33 corporate connections 19 of them are Airtel, 7 of them belong to Tata

Indicom & remaining 7 is of reliance. 10. Name of the service provider of corporate connection. Service provider N Valid 100 Missing Mean Median

0 .78 .00

Mode

0

Babasabpatilfreepptmba.com

Page 51


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” Service provider

Valid

Frequency

Percent

0 Tata Indicom

67 7

67.0 7.0

Reliance Airtel Total

7 19 100

7.0 19.0 100.0

Valid Percent Cumulative Percent 67.0 67.0 7.0 74.0 7.0 19.0 100.0

81.0 100.0

service provider Airtel 19.00 / 19.0%

Reliance 7.00 / 7.0% Tata indicom 7.00 / 7.0%

0 67.00 / 67.0%

Interpretations: 

Out of 33 corporate connections 19 of them are Airtel, 7 of them belong to Tata

indicom & remaining 7 is of reliance.

11. Purpose of usage of landline connection. Statistics Purpose N Valid Missing Mean Median Mode Babasabpatilfreepptmba.com

100 0 .53 .00 0 Page 52


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” Purpose

Valid

Frequency

Percent

67 23 10 100

0 Taking only Both Total

67.0

Valid Percent 67.0

Cumulative Percent 67.0

23.0 10.0 100.0

23.0 10.0 100.0

90.0 100.0

purpose Both 10.00 / 10.0% Taking only 23.00 / 23.0%

0 67.00 / 67.0%

Interpretations: 

Out of 33 corporate connections only 10 of them use for both the purpose i.e.,

broadband service & also for talking & 23 of them use only for talking. & remaining 67 are not at aware of corporate connections. 12. A Statistics Speed N Mean Median Babasabpatilfreepptmba.com

Valid Missing

100 0 .12 .00 Page 53


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” Mode

0 Speed

Valid

Frequency 90 8 2 100

0 V.good Good Total

Percent 90.0 8.0 2.0 100.0

Valid Percent 90.0 8.0 2.0 100.0

Cumulative Percent 90.0 98.0 100.0

speed 100

80

60

Frequency

40

20

0 0

v.good

good

speed

Interpretations: 

Out of 10 who are using broadband service 8 of them told that speed of the

broadband connection is very good & only 2 of them told that broadband service is good. 

Most of them are using Airtel connection for the broadband service.

B. Clarity Statistics Clarity N Mean Babasabpatilfreepptmba.com

Valid Missing

100 0 .47 Page 54


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” Median Mode

.00 0

Clarity Frequency

Percent

67 19 14 100

67.0 19.0 14.0 100.0

0 V.Good Good Total

Valid Cumulative Percent Percent 67.0 67.0 19.0 86.0 14.0 100.0 100.0

clarity 80 70 60 50 40

Frequency

30 20 10 0 0

V.Good

Good

clarity

Interpretations: 

Out of 33 who are having corporate connections 19 of them have rated clarity of

voice is very good & only 14 of them have rated clarity of voice is good. C. Schemes N

Babasabpatilfreepptmba.com

Valid Missing

100 0 Page 55


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” Mean Median Mode

.72 .00 0

Schemes

Valid

Frequency

Percent

67 3 21 9 100

67.0 3.0 21.0 9.0 100.0

0 V.Good Good Avg Total

Valid Cumulative Percent Percent 67.0 3.0 21.0 9.0 100.0

67.0 70.0 91.0 100.0

schemes 80 70 60 50 40

Frequency

30 20 10 0 0

V.Good

Good

Avg

schemes

Interpretations: 

Out of 33 who are having corporate connections 3 of them have rated schemes

provided by service provider is very good & 21 of them have rated schemes provided by service provider are good. & only 9 of them have rated it as an average 

67 organizations are not having the corporate connection

13. Rating of existing service provider. Babasabpatilfreepptmba.com

Page 56


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” Statistics Existing service N

Valid Missing

Mean Median Mode

100 0 .60 .00 0

Existing service

Valid

0 Highly satisfied Satisfied Total

Frequency

Percent 67.0 6.0

Valid Percent 67.0 6.0

Cumulative Percent 67.0 73.0

67 6 27 100

27.0 100.0

27.0 100.0

100.0

existing service Satisfied 27.00 / 27.0%

Highly satisfied 6.00 / 6.0%

0 67.00 / 67.0%

Interpretations:  Among 33 organizations 27 of them are satisfied with their existing service provider & only 6 of them are highly satisfied with their service provider.

Babasabpatilfreepptmba.com

Page 57


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider”  Here most of the organisations are using Airtel corporate connection for both broad band & also for talking purpose. 14. Number of organizations that want to own corporate connection in future. Future corporate N

Valid Missing

Mean Median Mode

100 0 .75 .00 0

Future corporate connection

Valid

Frequency

Percent

59 7 34 100

59.0 7.0 34.0 100.0

0 Yes No Total

Valid Percent 59.0 7.0 34.0 100.0

Cumulative Percent 59.0 66.0 100.0

Corporate Connection in Future 70 60 50 40

Frequency

30 20 10 0 0

Y es

No

future corporate

Interpretations: 

Out of 41 who are not having corporate connection & are aware of corporate

connection.7 of them are willing to have a corporate connection in future & 34 of them do want to have a corporate connection in future. Babasabpatilfreepptmba.com

Page 58


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” 

These 34 organizations are satisfied with their existing service provider & also

satisfied for the charge or call rate that service provider charges to them. 15. Number of organizations that want to have a landline connection in future Statistics Landline connection N

Valid Missing

Mean Median Mode

100 0 .00 .00 0

Landline connection

Valid

Frequency

Percent

Valid Percent

Cumulative Percent

100

100.0

100.0

100.0

0

landline connection

0 100.00 / 100.0%

Babasabpatilfreepptmba.com

Page 59


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service providerâ€? Interpretations: ďƒź

From the 100 samples all the organisations are having the landline connection in

their organization. So there is no matter of having a landline connection in future.

Data analysis method. Data analysis is the crucial step in the marketing research. The purpose of this analysis to interpret the collected data & to draw the conclusion from the mass of the collected data. The statistical calculations are the unscratchable parts of any survey. Test used Here I have used the Z-test because the size of the sample is more than 30.In this test I have used standard error as standard deviation because as I am dealing with the proportions I cannot have standard deviations. Sigma p=

Z=

P (1-p) n-1

P0-p S

Where P=population proportion P0=sample proportion S=standard error n= sample size

Babasabpatilfreepptmba.com

Page 60


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider�

Testing of hypothesis Hypothesis 1. This hypothesis is tested with the help of questionnaire. The Ho states more than 40% of the organizations are aware of corporate plan of Tata Indicom. As per the data collected 25 out of 100 business organizations are aware of corporate plan. H0=P>0.40 H1=P<=0.40 Using Z test it can be proved. P=0.40

1-p=0.60

N=100

n-1= 99

a (alpha)=5% level of confidence. Z=1.64 S=

0.4(1-.4) 99

=0.049 P0= 25/100 =0.25 Z= 0.25-0.4 Babasabpatilfreepptmba.com

Page 61


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” 0.049 =-3.06 Conclusion Reject H0 because it does not fall under the confidence level i.e. 1.64 so accept H1.Only 25% of the organizations are aware of the Tata Indicom’s corporate connection plan. Hypothesis 2 This hypothesis is tested with the help of questionnaire. The Ho states more than 40% of the organizations own corporate connection of Tata Indicom .As per the data collected 7 out of 33 business organizations are having Tata Indicom corporate connection. H0=P>0.40 H1=P<=0.40 Using Z test it can be proved. P=0.40

1-p=0.60

N=33

n-1= 32

a (alpha)=5% level of confidence. Z=1.64 S=

0.4(1-.4) 32

= 0.086 P0= 7/33 = 0.21 Z= 0.21-0.4 0.086 Babasabpatilfreepptmba.com

Page 62


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” = -2.20 Conclusion Reject H0 because it does not fall under the confidence level i.e. 1.64 so accept H1. Only 21% of the organizations own Tata Indicom connection.

Summary of the survey  52 % of organizations are having BSNL connection, 11% of organizations are having Tata Indicom connection, and 28% of them are having Airtel & next come reliance with 9% connections this shows BSNL dominates the market.

 Most of the organization select clarity of voice (85 organizations), coverage (73 organizations) & less call charge (75 organizations) as the main criteria while deciding the landline connection

 Out of 100, 63 % (i.e. 63) of organizations have rated the clarity of sound is good &, 28% (i.e. 28) of organizations have rated clarity of sound is very good.

 93% of organizations told that they do not find any errors in billing.  58% (i.e. 58) of the organizations are having a complaint that landline service provider do responds quickly to there complaints. & 39 % (i.e, 39) of the organizations told complaints are handled quickly by there service provider.

Babasabpatilfreepptmba.com

Page 63


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider”  Only 25 organizations are aware of the Tata Indicom’s corporate plan, 26 organizations are aware Reliance corporate plan & 44 organizations are aware of Airtel’s corporate plan.  Out of 100, 33 % (i.e., 33 org) are having corporate connection & 41% organizations are not having the corporate connection. And remaining 26 % are not aware of corporate connection. Out of 33 corporate connections 19 of them are Airtel, 7 of them belong to Tata Indicom & remaining 7 is of reliance.  Among 33 organizations 27 of them are satisfied with their existing service provider & only 6 of them are highly satisfied with their service provider

Suggestion 1

Tata Indicom has to make organizations aware about its corporate plan. This can be done through advertisements & also through personal selling.

2

Most of the existing customers are having the complaint that Tata Indicom does not respond quickly to there complaints. To overcome this company has to train there employees & has to empower the authority to handle quarries of their customers.

3

Most of the organizations pay more than 5000/- monthly bill. So Tata Indicom can convert these organizations which are not having corporate connection into its corporate customer by educating them about their corporate plan.

Babasabpatilfreepptmba.com

Page 64


â&#x20AC;&#x153;Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service providerâ&#x20AC;?

Conclusion Tata tele service is one of the leading player in the telecommunication sector. It is having both landline & mobile service along with that it is also having broadband service.Tata tele operates in more than 20 circles & it was the first to launch CDMA mobile services in India within the Andhra Pradesh circle. Company is having the different schemes to both individual & corporate based on there requirements. The main strength of the company is its brand name & good coverage. But company is facing problem that it do not handle the queries of its customers quickly so it has to be solved quickly to keep corporate customers happy.

Babasabpatilfreepptmba.com

Page 65


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider”

Bibliography

⇒ Marketing Management by Philip kotler ⇒ Marketing Research by Parshu Raman ⇒ www.tataindicom.com.

Babasabpatilfreepptmba.com

Page 66


â&#x20AC;&#x153;Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service providerâ&#x20AC;?

Babasabpatilfreepptmba.com

Page 67


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider”

QUESTIONNAIRE Name of the organization: Address: Ph No: 1) Do you have landline connections? Yes

[

]

No

[

]

If yes (continue) if no skip to question no 15 2) Which landline connection do you have? TATA Indicom BSNL Airtel

[ [ [

] ] ]

Babasabpatilfreepptmba.com

Page 68


â&#x20AC;&#x153;Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service providerâ&#x20AC;? Reliance

[

]

3) What are the criteria that you select while deciding the landline connection? Clarity of voice [ ] Coverage [ ] Less call charge [ ] Offers [ ] Others _____________ (specify) 4) What is your total monthly bill (Avg) Less than 5000 5000-10000 10000-15000 15000-20000 20000-25000 More than 25000 [ ]

[ [ [ [ [

] ] ] ] ]

5) Where are your major customers are located Domestic: _________________________________________________________ International: ______________________________________________________ 6) How would you rate the existing services provider for the following? A) CLARITY V Good Good Avg Bad V Bad

[ [ [ [ [

] ] ] ] ]

B) Do you find any errors in billing? Yes [

]

No [

]

7) How does your existing service provider respond to your complaints? (Quick response 0-2hrs, LR 2-6hr) Quickly responds [ ] Late response [ ] No response [ ]

Babasabpatilfreepptmba.com

Page 69


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” 8) Have you heard of corporate plans of various service providers? Yes

No

Tata Indicom Reliance Airtel If yes (continue) 9) Do you own corporate connection? Yes

[

]

No

[

]

If yes (continue) if no skip to question no 14 10) Which services providers’ corporate connection do you own? Tata Indicom [ ] Reliance [ ] Air tel [ ] 11) Most of the time you use landline connection for the purpose of Talking only [ ] Broadband service only [ ] Both (proportionate) [ ] 12) How do you rate the following service of the corporate connection? V.Good

Good

Avg

Bad

V.Bad

Speed Clarity Schemes 13) Over all how would you rate the existing service provider? Highly Satisfied Satisfied Neither or Not Dissatisfied Highly Dissatisfied

[ [ [ [ [

] ] ] ] ]

If No 14) Do you want to own corporate connection in future? Babasabpatilfreepptmba.com

Page 70


“Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service provider” YES

[

]

No

[

]

15) Do you want have a landline connection in future YES [ ] No [ ]

THANK YOU

Tariff plans Amount Registration Charges (local + STD)

Rs.575

Refundable ISD Deposit

Rs.1000

Babasabpatilfreepptmba.com

Page 71


â&#x20AC;&#x153;Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service providerâ&#x20AC;? Business 300

Business 500 Business 1000 Business 1500 Business 2500

Monthly Rental ( Rs. )

300

500

1000

1500

2500

Free Talktime (Rs.)

250

500

1000

1500

2500

Rate / Pulse

1.20

1.10

1.00

0.90

0.80

CLI

FREE

FREE

FREE

FREE

FREE

Call Charges Pulse (Seconds)

Rate Per Pulse

Particulars

Local Business 300

Business 500 Business 1000 Business 1500 Business 2500

All Fixed Phones

180

1.20

1.10

1.00

0.90

0.80

All Mobile Phones

60

1.20

1.10

1.00

0.90

0.80

Intra-Circle (Within State) All Fixed Phones

60

Business 300

Business 500 Business 1000 Business 1500 Business 2500

1.20

1.10

1.00

0.90

0.80

Inter-Circle (Outside State) All Fixed Phones

Business 300

Business 500 Business 1000 Business 1500 Business 2500

0 to 50 Kms 60

1.20

1.10

1.00

0.90

0.80

> 50 Kms

60

2.00

1.80

1.50

1.20

1.00

All Mobile Phones

60

2.00

1.80

1.50

1.20

1.00

Business 300

Business 500 Business 1000 Business 1500 Business 2500

ISD USA & Canada

60

7

5

5

5

4

UK

60

8

8

7

7

6

SEA

60

9

8

7

7

6

Rest of Europe

60

9

9

8

8

7

Australia & 60 New Zealand

12

12

12

12

12

SAARC

60

12

12

12

12

12

Gulf & Africa 60

12

8

8

8

8

Tariff Plan

100

200

350

Eligibility

Bulk order of more than 50 connections

Bulk order of 31 -50 connections

Bulk order of 5 -30 connections

Monthly Rental

Rs.100

Rs.200

Rs.350

Monthly Free Usage Rs.100

Rs.200

Rs.350

Monthly CLIP Charges

FREE

FREE

FREE

Voice Station Charges

Rs.6 per minute

Local & Intracircle Calls

100

200

350

Rate / Pulse

0.85

0.85

0.90

Pulse Duration

Babasabpatilfreepptmba.com

Page 72


â&#x20AC;&#x153;Analysis of Satisfaction Level of various Business Organizations with their Existing Landline Service providerâ&#x20AC;? To Tata Indicom Mobiles

3 Min

3 Min

3 Min

To Non Tata Indicom Mobiles

1 Min

1 Min

1 Min

To Tata Indicom Walky & Landline (<50 Kms)

3 Min

3 Min

3 Min

To Tata Indicom Walky & Landline (<50 Kms)

1 Min

1 Min

1 Min

To Other FWP and Landline (<50 Kms)

3 Min

3 Min

3 Min

To Other FWP and Landline (<50 Kms)

1 Min

1 Min

1 Min

Inter Circle Calls (<50 Kms) (Pulse Duration) s

100

200

350

To all Tata Indicom Phones

90 Secs

90 Secs

90 Secs

To all Non Tata Indicom Mobiles

60 Secs

60 Secs

60 Secs

To all other Phones

60 Secs

60 Secs

60 Secs

Inter Circle Calls (>50 Kms) (Pulse Duration)

100

200

350

To all other Phones

Rs.1.70 / Min

Rs.1.70 / Min

Rs.1.80 / Min

ISD Rates (Pulses in seconds)

100

200

350

SEA

7.5

7.5

7.5

US, Canada,

10

10

10

UK

10

10

10

Rest of World

4

4

4

Europe

4

4

4

Australia/NZ/Saudi/ Gulf/ Africa/SAARC

6

6

6

Babasabpatilfreepptmba.com

Page 73


A Project Report on “Analysis of Satisfaction Level of various Business Organizations with their E