Quality of Service and its impact on Customer Satisfaction in the Telecom sector by Sanjay Gupta

A study on Quality of Service and its impact on Customer Satisfaction in the Telecom sector with reference to mobile service providers

TABLE OF CONTENTS Declaration Certificate by Guide Acknowledgement Executive Summary CHAPTER NO. 1 Introduction 1.1 Evolution 1.2 Worldwide initiatives 1.3 India wireless initiative 1.4 Reaching the consumer 1.5 Series on focused socio-economic and market studies 1.6 Survey conducted by TRAI to assess QOS provided 1.7 QOS standards in respect of basic and cellular services 1.8 The satisfied customer? 1.9 Quality of services 2 2.1 2.2 2.3 2.4 2.5 2.6 2.7 2.8 2.9

Design of Study Introduction Statement of Problem Objective of the Study Hypothesis Sampling Design Data Collection Statistical Design Contribution of Study Limitations of Study

3 3.1 3.2

Profile Respondent Profile Industry Profile

4 5 6 7

Analysis & Interpretation Findings of the Study Suggestions Conclusion Bibliography Annexure

PAGE NO.

DECLARATION We declare that the study on “Quality of Service and its impact on Customer Satisfaction in the Telecom sector with reference to mobile service providers ” is original and personally done under the guidance of Mr. Amitabh Pandey. It is submitted in partial fulfillment of the requirement for the award of “Post Graduate Degree in Management”. Darshana Gupta Signature ____________________ CERTIFICATE

Certified that this Industry Profiling and Global competitiveness Survey Project Report on “....Quality of Service and its impact on Customer Satisfaction in the Telecom sector with reference to mobile service providers… ” has been prepared by Ms…Darshana…Gupta… of the PGDM - RM Semester –1 class during the session…2007.... under my supervision. The Project Report is upto the standard and I forward it to the Director General, S.M.S for getting it evaluated as per the existing Ordinances governing the PGDM courses. ………………………… Signature ………………………………………. Date :………………………

Name & Designation

ACKNOWLEDGEMENT

I take this opportunity to thank the “Management Department”,SMS

college,

for

giving

the

opportunity to do this project. There are people who simply by their influence and their inspiration have helped me to do things. All acknowledgement, my gratitude

and

indebtedness

guide

Mr.

Wamique Hissam, who was a source of continuous guidance and inspiration to me, without him this report would not have seen the light of the day. I also thank all the faculty members, my friends and other persons who have directly or indirectly helped me in the completion of this project.

DARSHANA GUPTA

Executive Summary The research is based on the quality of services that are being offered by various mobile service providers and the level of satisfaction that the customers experience. The government launched the mobile phone services and opened it for the private operators nearly 10 years back. With this move of the government many big and small companies ventured into the business. But as we move on today, nearly after 10 years only half of the companies are surviving in the industry. The number was also increased which was a thousand subscribers in 1995 to less than a million in 1998. Today mobile service providers serves nearly 60 million customers adding 2.5 million subscribers per month. But the rate of addition of new subscribers is equalized or balance with the number churn rate of the companies. According to Telecom Regulatory Authority of India (Trai) Mobile telephony service providers have failed to meet the set customer satisfaction benchmarks. An attempt to meet churn rate problem companies are constantly trying to come up with new ideas and plans to retain their original customer and attract new customer. Customer satisfaction has become an important factor that influences a customer while selecting a mobile service operator.

Overall satisfaction, network availability, billing problems and customer care services, usage, selection criteria are some of the key areas which we aimed to measure in our research. Primary Objective of our study are: • Assessment of quality of service provided by basic and cellular mobile service providers. • Customer satisfaction surveys for assessing the customer perceptions of the service. Sample unit of our research includes all the existing and potential users of different mobile services in Varanasi. Sample size is 100 respondents. In our survey we tried to find out the attributes that customer keeps in mind while selecting a mobile operator in the order their importance like connectivity, advertisement, rate plan offered, brand value, customer care services. We also tried to find out the frequency of problem related to services provided by mobile operators like call drop down, call from wrong number, connectivity problem during peak hours, call barred without intimation. An attempt was made to find out the level of satisfaction that customer experiences from various services provided by mobile operators like value added services, time allotted for bill payment, roaming facility, customer care services.

LIST OF TABLES S TITLE . N O 1 Table 4.1.1 showing the details of the respondents are

PAGE NO

mobile users or not 2 Table 4.1.2 showing the details of the respondents service

providers 3 Table 4.1.3 showing the details of the type of connection

the respondents use 4 Table 4.1.4 showing the details of number of hours the

respondents spent using their mobile phones 5 Table 4.1.5 showing the details of the ranks given by the

respondents for the following attributes 6 Table 4.1.6a showing the details of the satisfaction levels

of the respondents for the call drop issue 7 Table 4.1.6.b showing the details of the satisfaction levels

of the respondents for the wrong number 8 Table 4.1.6.c showing the details of the satisfaction levels

of the respondents for the bill issue 9 Table 4.1.6.d showing the details of the satisfaction levels

of the respondents for the connectivity 1 0

Table 4.1.6.e showing the details of the satisfaction levels of the respondents for the connectivity

1 1

Table 4.1.6.f showing the details of the satisfaction levels

of the respondents for the promotion calls 1 2

Table 4.1.8 showing the details of the awareness details of the respondents of the various details about their package plans

1 3

Table 4.1.9 showing the details of the respondent opinion

about the customer care services offered by the operators 1 Table 4.1.10.a showing the details of the satisfaction 4 1 5 1 6 1 7 1 8 1 9

levels of various attributes measured on a Likert Scale Table 4.1.10.b When the average of the ranking values

are taken the table is as follows Table 4.1.11 showing the importance of attributes while

selecting an operator Table 4.1.12 showing the time taken to activate the

roaming Table 4.1.13 shows how people prefer to pay their bills

Table 4.1.14 shows the frequency of the respondent to

switch the operator 2 Table 4.1.15 shows various reasons for switching the

service provider 2 Table 4.1.16 shows the preference of people for receiving

the bills 2 Table 4.1.17 shows the overall experience of the

respondents 2 Table 4.2.1 shows the correlation between time spent on

phone and age groups

2 4

Table 4.2.2 shows the correlation between time spent on

phone and gender 2 Table 4.2.3 shows the correlation between operator

switching and the various reasons for switching 2 Table 4.2.4 shows the correlation between the operator

selection and the quality of service of customer care

executives 2 Table 4.2.5 The co-relation between the age and the 7

attributes in the order of the preference is taken, than the

values 2 Table 4.2.6 When a correlation is taken between the 8

3 0

operator and the customer care services offered by the

operator the values are as follows 2 Table 4.3.1.a shows the test of dependence between 9

operator selection and value added services Table 4.3.1.b shows the test of dependence between

operator selection and roaming facility Table 4.3.1.c shows the test of dependence between

operator selection and customer care services 3 Table 4.3.2.a shows the test of dependence between

3 1

2 3 3 3 4

operator selection and call drop down Table 4.3.2.b shows the test of dependence between

operator selection and wrong numbers Table 4.3.2.c shows the test of dependence between

operator selection and billing issues

3 5

Table 4.3.2.d shows the test of dependence between

operator selection and connectivity problem during peak

hours 3 Table 4.3.2.e shows the test of dependence between

operator selection a and billing issues Table 4.3.2.f shows the test of dependence between

operator selection an and promotional calls Table 4.3.3 shows the test of dependence between the

6 3 7 3 8

service provider and the overall experience of the

respondent 3 Table 4.4.1 shows the test the test between age group 9

and the mobile service provider Table 4.4.2shows test between occupation of

respondent and mobile service provider 4 Table 4.4.3.a shows test between the selection of

4 0

service provider and the satisfaction provided by the value

added services offered by them 4 Table 4.4.3.b shows test between the selection of 2

service provider and the s satisfaction provided by the

roaming facility offered by them 4 Table 4.4.3.c shows test between the selection of 3

service provider and the s satisfaction provided by the customer care services offered by them

LIST OF GRAPHS

S. NO TITLE 1

Graph 4.1.a showing the details of the respondents

PAGE NO 36

are mobile users are not 2

Graph 4.1.2a showing the details of the respondents

service providers Graph 4.1.3a showing the details of the respondents

service providers Graph 4.1.4a showing the details of number of hours the

respondents spent using their mobile phones Graph 4.1.5a showing the details of the ranks

given by the respondents for the following

attributes Graph 4.1.5b showing the details of the ranks

given by the respondents for the following attributes Graph 4.1.6.a showing the details of the satisfaction

levels of the respondents for the call drop issue Graph 4.1.6.b showing the details of the satisfaction

levels of the respondents for the wrong number Graph 4.1.6.c showing the details of the satisfaction

levels of the respondents for the bill issue Graph 4.1.6.d showing the details of the

satisfaction levels of the respondents for the connectivity

Graph 4.1.6.e showing the details of the satisfaction

levels of the respondents for the connectivity Graph 4.1.6.f showing the details of the satisfaction

levels of the respondents for the promotion calls Graph 4.1.8.a showing the details of the

satisfaction levels of the respondents for the

promotion calls Graph 4.1.9.a showing the details of the respondent

opinion about the customer care services offered by 15

the operators Graph 4.1.10.a showing the details of the

satisfaction levels of the respondents for the

promotion call Graph 4.1.10.b The average of the ranking

values is plotted on a graph is as follows 17

Graph 4.1.11a showing the importance of

attributes while selecting an operator 18

Graph 4.1.11b showing the average of attributes while

selecting an operator Graph 4.1.12a showing the time taken to

activate the roaming 20

Graph 4.1.13a shows how people prefer to pay

their bills 21

Graph 4.1.14a shows the frequency of the

respondent to switch the operator 22

Graph 4.1.15a shows various reasons for

switching the service provider 23

Graph 4.1.15b shows the average contribution of

various reasons for switching the service provider (1 for 24

the most important and so on) Graph 4.1.16a shows the preference of people for

receiving the bills 25

Graph 4.1.17a shows the overall experience of the respondents

CHAPTER - 1 INTRODUCTION

1.1 EVOLUTION : Advanced mobile services combine the innovation potential of computing, data communications, and the wireless industry. In 2002, the worldwide number of mobile phone subscribers surpassed the total number of fixed customers. Emerging mobile data services and mobile computing will enhance the existing services by blending the extraordinary innovation potentials of the wireless, computing and digital information industries. Visions as to the unlimited opportunities of new wireless platforms (e.g., meshed networks), intelligent devices (e.g., agile radio), and ubiquitous wireless applications, captured in the notion of pervasive computing, abound (Lightman and Rojas 2002). Industry experts anticipate that by 2010 mobile data communications will generate more than half of the revenues of wireless service providers (Wireless data 2000). In an increasing number of countries, including all of Western Europe, parts of Asia, and many developing countries, mobile is more widespread than fixed telephone service. In these countries, mobile devices rather than PCs or laptops may become the primary internet

access tool. Network operators are currently upgrading their networks to platforms that provide higher bandwidth and will support more advanced multi-media applications. Evolutions of the present “second generation” (2G) of mobile services, often termed “2.5G” services, can provide up to 171.2 kbps and are better suited to deliver mobile data applications, including basic internet access. 1.2 WORLDWIDE INITIATIVES : Creating winning mobile services to capture the mass market Finding the best route to market success Products, solutions and services to support operators in their quest for customers. Each project encompasses all the elements of a successful model, from the handsets and network infrastructure, to marketing, applications, content, usability and tariffs. Take MMS for example, one of the most important new massmarket services introduced over the past few years. When operators first started looking at MMS, the service was at first assumed by some to be simply an extension of SMS. Yet sending images and audio brings a new level of emotion into personal messaging and opens up opportunities for new revenue streams. 1.2.1 Creating the ultimate user experience At the outset Nokia set up projects to help operators around the world develop winning MMS launches. In west Europe, for example, a project between Nokia and one country’s leading mobile operator focused on creating a person-to-person MMS service that carried

clear differentiation in the highly competitive local market by creating a service that enables a consumer to walk out of a shop and start using a new terminal fully configured for a package of MMS services.

The project teams developed four key areas: • Services package: Covering all aspects of the customer’s Point-ofSale (POS) experience in the shop, from the services offering to personalization, branding, tariffs and demonstrations. • Services activation: Determining how service settings are provided to the terminal at the POS. Aspects here included OTA settings, GPRS

subscription,

bookmarks,

personalization

and

customer

training. The technology and business of mobile communications is advancing so fast that the entire industry is constantly facing a steep learning curve. Operators, application developers, content providers and manufacturers all find themselves asking the same questions: How can new services and new technologies be brought to market quickly and effectively? What are the key service enablers? What processes need to be developed? What resources are needed? And what will be the initial market reaction? 1.3 INDIA WIRELESS INITIATIVE :

Indian Cellular Industry Subsisting Issues in Policy & Regulation Indian Cellular - A Brief Snapshot 53 Networks on Air To go up to 77 once all 3rd & 4th operators launch services. Nearly 9 Million subscribers Growing at nearly 0.5 million subscribers/ month. Airtime Tariffs have dropped by over 75% since start of service. Lowest tariffs in the world. Service in 1481 Cities & Towns & coverage in several thousand villages. Fulfilled all Rollout Obligations Total Investments of over Rs. 21,000 crores (USD 4 Billion). This performance has been achieved at a steep cost to the industry. Accumulated Industry losses – over Rs. 7700 crores (USD 1.5 Billion). Rs. 800 crores (USD 160 Million) in FY02 alone. 1.4 REACHING THE CONSUMERS : The mobile operators’ strategies could however be improved. As a consequence

of their

traditional

business

being

much

technically oriented, they have yet to reach a situation where they have a complete understanding of how to treat mobile services. The portals could often be considerably more compelling to use, and some of the mobile services provided there are of low quality. In

addition, they are still quite possessive of their role as influential gatekeepers of the infrastructure that supports mobile services.

1.5 SERIES ON FOCUSED SOCIO-ECONOMIC AND MARKET STUDIES : Vision RI Connexion Services Private Limited Need for the Study : .. TRAI collects performance-oriented data from various service providers on a quarterly basis to monitor the growth trend in the sector and to decide upon pro-active and suo motto measures to fuel the growth of the telecom services in the country. The survey also covers an assessment of the level of satisfaction with the services received by subscribers of these telephone service providers. The study aims to provide inputs to testify few of such postulates in order to provide the service providers / producers a fresh insights on the consumer behavior. The aim of study is to objectively understand the behavior of mobile phone users in Delhi and further capture their satisfaction level that is influenced by various technical and non technical factors. Consumers’ Satisfaction – An Analysis : The study assesses the satisfaction level of consumers encompassing quality of technical service, quality and operational aspects of gadgets; and social /psychological costs due to unsolicited promotional calls/SMSs etc. The analysis in this chapter throws

light on the consumption behavior of the mobile phone users in Delhi and covers the aspects like usage pattern of the mobile phone services, assessment of the level of satisfaction, preference for various attributes and functionalities of gadgets etc.

LEVEL OF SATISFACTION :

.Table 7 – Mobile Phone Users’ Level of Satisfaction :

REASONS OF DISSATISFACTION : The major reasons cited for dissatisfaction are poor quality of signals (42%) and higher costs (38%). Poor quality of signals means unavailability of signals, call failure, call drop downs etc. Only 4 percent complaints about billing errors while 9 percent are not happy with the quality of customer care services being provided (Table 8 and Figure 7). Many respondents have cited multiple reasons also for dissatisfaction. Table 8 – Reasons of Dissatisfaction :

Conclusion : Following are the major findings: • The satisfaction level of users was analyzed on a five point scale ranging from ‘not satisfied’ to ‘fully satisfied’. Only 14 percent of the consumers say that they are fully satisfied with the services, while 6 percent responded as ‘not satisfied’. A major group of consumers either say that they are ‘almost satisfied’ (43%) or ‘average satisfied’ (20%). ‘Very less satisfied’ plus ‘not satisfied’ combined together comes to 20 percent of the total consumers.

• The major reasons cited for dissatisfaction are poor quality of signals (42%) and higher costs (38%). Poor quality of signals means unavailability of signals, call failure, call drop downs etc. Only 4 percent complaints about billing errors while 9 percent are not happy with the quality of customer care services being provided. Many respondents cited multiple reasons for dissatisfaction.

1.6 SURVEY CONDUCTED BY TRAI TO ASSESS QOS PROVIDED : Section 11 of the Telecom Regulatory Authority of India Act, 1997 deals with the powers and functions of the Authority. One of the important functions to be discharged by the Authority is to lay-down the standards of quality of service to be provided by the service providers. It has to ensure that the prescribed quality of service is maintained by the service provides and for that purpose one of the means adopted would be to conduct periodical surveys of such service provided by the service providers.. The Regulation also provides for measuring customer perceptions regarding telecom services through surveys. The Authority, after following due process of competitive bidding, selected M/s Indian Market Research Bureau (IMRB), a well known and respected research organisation to perform the following two functions: a) Objective assessment of quality of service provided by both basic as well as cellular service providers. b) Subjective survey of the level of consumer satisfaction with the services.

1.7 QOS STANDARDS IN RESPECT OF BASIC AND CELLULAR :

1.8

The Satisfied Customer?

Dr. Kaushik Mukerjee Faculty, ICFAI Business School, Pune

The word ‘satisfaction’ has Latin roots and literally translated into English means ‘to have enough’. A customer is satisfied when she feels ‘YES! I’ve had enough!’ But what happens in the customer’s mind that enables them to make a judgment about an offering? How does a customer decide on satisfaction? Whenever a customer goes to buy a product/service, she goes with certain expectations. Any standard marketing textbook will tell you that the key to customer satisfaction lies in meeting these expectations. But where most standard books fall short is in giving an explanation of how these expectations are formed and the process that goes on in the customer’s mind in judging customer

satisfaction. Strange though it may sound, a customer makes a judgment on customer satisfaction even when going to have a trivial snack like a masala dosa. Promotional claims: Expectations are created in the customer’s mind because of the promotional claims made by the company through advertisements and other promotions. Word of mouth: A very potent way of selling is through word of mouth. Third party information: People form expectations based on the information received from a third party (usually the media). Thus, when you read a film critic’s review in the newspaper, you form an expectation with regard to the film he is reviewing. This explains why producers of various goods and services like to hold press conferences in which they showcase their offerings and butter up the journalists so that they write favourable reviews. The point to note here is that expectations are not only with regard to the core offering. When it comes to customer satisfaction, a customer is willing to tolerate an irritant up to a certain point and still remain satisfied. This is referred to as the Zone of Tolerance. So a customer treats the buy as a package with all the ingredients thrown in – basic utility, service, after-sales service, ease of purchase, and conformation with promotional claims….every expectation associated with the offering that’s on her mind. And the customer decides on delight after considering the package as a whole with due credence to her priorities. She compares the package

she receives against her own expectations and if they have been exceeded she sure lets out squeals of delight. But if customer satisfaction is all about understanding expectations and fulfilling them, then the problem isn’t of the most abstruse kind. Unfortunately it doesn’t conform to such uni-dimensional terms A number of MNCs are fine-tuning their offerings to satisfy Indian customers. The Nokia model 1100 has been made-for-India. Work began two years ago in Copenhagen and strived to address the problems faced by mobile users in India: dust was a major irritant so the 1100 has been made dust resistant. The keypad was created as a single unit with a mini flashlight attached. Likewise, Electrolux Kelvinator is developing a refrigerator that will keep the ice frozen even after a six hour power failure. 1.9 Quality of services : Telecom Regulatory Authority of India had engaged M/s TUV South Asia as an independent agency for (I) conducting an objective assessment of the Quality of Service provided by basic and cellular mobile service providers (operators/licensees) and (II) subjective customer satisfaction surveys for assessing the customer perceptions of the service. KEY FINDINGS :

I. (A) QUALITY OF

SERVICE

OF CELLULAR

MOBILE

SERVICES : 1. MSC AUDIT : In case of cellular services, out of the 18 benchmark parameters requirements as per QoS Regulation July 2005, most of the operators had positive results with regard to Service Access Delay, Call Drop rate, Call Set up Success rate, Billing Complaints resolved within 4 weeks and Period of Refunds as 100%, 99%, 97%, 93.18% and 92.20% of the operators meet the benchmarks of these parameters respectively. A detailed Table showing the performance of each service provider circle-wise is given in Annex – I (M). 3. INTER OPERATOR CALL CONGESTION ASSESSMENT : In Spice circles, POI congestion was there at the interconnection with 4 operators out of 11 (36.36%). Similarly, in Hutch circles this was 13 out of 74 (17.56%), in BSNL 15 out of 95 (15.78%), in Idea 7 out of 40 (17.5%), in Tata 11 out of 97 (11.34%), in Bharti 8 out of 105 (7.6%), and in Reliance Infocom 6 out of 97 (6.18%). POI congestion: POI congestion level check was carried out in a number of places on a sample basis and it was observed that majority of the service provider’s network was having congestion.

The independent agency also carried out inter-operator call congestion assessment on a sample basis by making live internetwork calls. This assessment also revealed difficulty in connecting to other operator’s networks.

4. HELP LINE : Calls were made to verify the IVR response and operator response time. It is observed that operator response within 60 and 90 seconds is met only by 61.54% and 50% of the operators respectively. I. (B) QUALITY OF SERVICE OF BASIC SERVICE : 1. EXCHANGE AUDIT : In case of basic service, out of the 18 benchmark parameters as per QoS Regulation July 2005, the performance of all the audited licensees (50) was significantly below the benchmark parameters. Moreover, parameters, Provision of Telephone after registration, none of the operators meet the benchmark except Tata – Maharashtra; Grade of Service, Closure and Shifts Requests are not met by about 70% of the operators. TRAI/QoS division/PMR/TUV. Also 43% of the operators do not meet the

benchmark relating to Fault repair by Next Working Day, 36% of the operators do not meet the benchmark relating to Metering and Billing Credibility, 47% of the operators do not meet the benchmark relating to Call Completion Rate - Local Network and 57 % of the operators do not meet the benchmark relating to Time Taken for Refunds. 2. HELP LINE : Calls were made to verify the IVR Response and Response Time to the customer for assistance by operator. The performance in B & C Circles with respect to the parameter Operator Response within 60 and 90 seconds is significantly beyond the benchmark.

CHAPTER 2 DESIGN OF THE STUDY

2.1

Introduction:

The government launched the mobile phone services and opened it for the private operators nearly 10 years back. And at that time

many big and small companies ventured into the business. Today, nearly after 10 years we find only half of them surviving in the industry. The industry has seen many ups and downs like regulatory uncertainties,

policy

upheavals,

technology

disruptions

and

accompanying many legal tussles. But the boom the industry has seen starting with a few thousand subscribers in 1995, to less than a million in 1998 and today it serves nearly 60 million customers adding 2.5 million subscribers per month. The industry is clearly divided between GSM and CDMA operators with the GSM users accounting to 80 percent of the 60 million subscribers. Bharti, Hutchison Essar and BSNL are driving the GSM business, while Reliance and Tata Teleservices remain the only tow significant players in the CDMA space. Cellular services have become affordable with declining service cost and the advent of low-cost phones or handsets. This makes the Indian market one of the largest from the prospective of the service providers. But the rate of addition of new subscribers is equalized or balance with the number churn rate of the companies. And one of the main reason is believed as Mobile telephony service providers (both GSM and CDMA operators) across the spectrum have failed to meet the customer satisfaction benchmarks set by the Telecom Regulatory Authority of India (Trai). In areas like overall satisfaction, network availability, billing and customer care, mobile subscribers — irrespective of which service they use — are not ready to give even 80 per cent marks, let alone the Trai pass

marks of 90-95 per cent for various parameters. The aim of the study is to measure the satisfaction levels of users of various mobiles in the city of Varanasi. In this growing competitive environment the survival of the mobile operators depend on the quality of service being provided by them. Some of the major reasons cited for dissatisfaction are poor quality of signals and higher costs. Poor quality of signals means unavailability of signals, call failure, call drop downs etc. Along with this some of the additional problems which are experienced by the users are billing errors issues and poor quality of customer care services. The study assesses the satisfaction level of consumers encompassing quality of technical service and how it affects the consumer behavior in choosing the mobile operators. The analysis of this study throws light on the consumption behavior of the mobile phone users in Varanasi and covers the aspects like usage pattern of the mobile phone services, assessment of the level of satisfaction, preference for various attributes and functionalities of services provided. 2.2

Statement of problem :

Study on service quality and its impact on customer satisfaction in the telecom sector with reference to mobile service providers. 2.3

Objectives of the study :

2.3.1

Primary objective :

• Assessment of quality of service provided by basic and cellular mobile service providers. • Customer satisfaction surveys for assessing the customer perceptions of the service. 2.3.2

Secondary objective : • Identify the various criteria considered by a customer before choosing a particular mobile service provider. • Obtain a clear picture of the various marketing efforts and communications adopted by the various mobile service providers. • Analyze the current trends and reasons for favourability towards specific mobile service providers • Identify shortcomings in the existing mobile services provided. • Provide suggestions based on findings.

2.4

Hypothesis :

H1 = quality of service has an impact on customer satisfaction in the mobile service industry. H2 = quality of service does not have any impact on customer satisfaction in the mobile service industry.

2.5

Sampling design :

2.5.1

Sample universe :

The sample universe includes all the existing and potential users of different mobile services. 2.5.2

Sample unit :

The sample unit includes all the existing and potential users of different mobile services from Varanasi. 2.5.3

Sample Size :

The study will be restricted to 100 respondents 2.5.4

Sampling techniques :

Convenience sampling 2.6

Data collection :

2.6.1 Primary data : Primary data will be obtained through an interview schedule designed with rating-scale, open-ended and close-ended questions that will be logically framed basically aimed at achieving the objectives of the study. 2.6.2 Secondary data : Secondary data will be obtained through information from previous literature, reports, newspapers, reference books, magazines and

websites.

2.7

Statistical design :

The collected data will be classified with the help of statistical tools like percentages, arithmetic mean and correlation for the purpose of analysis. Data will then be analyzed and inferences were drawn from the analysis. Findings will be illustrated in the form of tables, graphs and charts wherever necessary. Measures of Location – Mean, median & mode Measures of Spread

– Variance, standard deviation, range For testing the hypothesis anova can be

used. 2.8

Contribution of the study :

• Determination of the best service provider in the industry. • Find out the quotient of brand – loyalty and impact of brand in the market amongst the customers. • Analyze the depth of influence the advertisements exert over the consumer’s behaviour and choice.

2.9

Limitations

the study :

• Recall bias of the respondents. • Study limited to Varanasi city and therefore before generalization to other cities, unique features of those cities to be considered.

• Time factor is considered to be another limitation here as the time involved is less. • The sample size is small. A better analysis would be carried out with a larger sample size.

CHAPTER 3

PROFILE

3.1 RESPONDENT PROFILE : 3.1.1 Gender Profile : Table 3.1.1 Showing the gender profile of respondents :

GENDER MALE

NO. OF

PERCENTAGE OF

RESPONDENTS 50

FEMALE TOTAL

50 100

Graph 3.1.1a Showing the gender profile of respondent : RESPONDENT PROFILE

MALE FEMALE

50%

Interpretation : From the above tabulated data, it can be inferred that the gender profile of the respondents includes 50 males i.e., 50% of the respondents and 50 females i.e., the remaining 50% of the respondents. 3.1.2 Age Profile : Table 3.1.2 Showing the age profile of respondents : AGE

< 18

19-45

> 45

TOTAL

YEARS MALE 0 FEMALE 5 TOTAL 5

YEARS 48 40 88

YEARS 2 50 5 50 7 100

Interpretation : From the above data tabulated, it can be inferred that majority of the respondents i.e., 88% account for respondents of the age group 19-45 years. This is followed by 7% of the respondents from the age group of >45 years. The least number of age groups account for the < 18 years. 3.1.3 Occupation Profile : Table 3.1.3 Showing the occupation profile of respondents :

Graph 3.1.3a showing the occupation profile of respondent :

OCCUPATION MALE FEMALE TOTAL

STUDENT 30 38 68

PROFESSIONAL 16 5 21

BUSINESSMAN 1 4 5

OTHERS 3 3 6

TOTAL 50 50 100

Interpretation : From the above data tabulated, it can be inferred that majority of the respondents i.e., 68% account for respondents who are students. This is followed by 21% and 5% of the respondents who are professionals and businessman respectively. 6% of the respondents belong to the others category. 3.2 INDUSTRY PROFILE : Table 3.2.1 Showing the categorization of respondents on the basis of brand usage and preference :

AIRTEL HUTCH BSNL SPICE RELIANCE

TATA

TOTAL 50

MALE

INDICOM 9

FEMALE

TOTAL

100

Graph 3.2a Showing the categorization of respondents on the basis of brand usage and preference :

100 80 NO. OF 60 USERS 40

MALE FEMALE TOTAL

20 0

AIRTEL

BSNL

RELIANCE

BRAND NAME

Interpretation :

TOTAL

We can infer from the above data that Hutch leads the market with maximum users (22%) followed by Airtel (18%), and the rest of the operators have (15%) market share.

CHAPTER 4 ANALYSIS AND INTERPRETATION

Table 4.1.1 Showing the details of the respondents are mobile users are not : User Yes No

100 0

Graph 4.1a Showing the details of the respondents are mobile users are not: RESPONDENT 100 100

VALUES

50 0 0

Series1

Yes

100

0 RESPONSES Series1

Table 4.1.2 Showing the details of the respondents service providers: Operators Airtel Hutch BSNL Spice Reliance Tata Indicom

Number 18 22 15 15 15 15

Graph 4.1.2a Showing the details of the respondents service providers : DATA BASE 25

VALUES

22 18 15

10 5 0 1 OPERATORS Airtel

Hutch

BSNL

Spice

Reliance

Tata Indicom

Interpretation : The above chart shows the details of the total database of the respondents who have participated in out research. The highest

number of respondent we could find was for the Hutch Operator with 22 respondents followed by Airtel with 18 and rest of the operators BSNL, Spice, Reliance and Tata Indicom 15 each .

Connection Type Post Paid Pre Paid

Number 33 67

Table 4.1.3 Showing the details of the type of connection the respondents use :

Graph 4.1.3a Showing the details of the type of connection the respondents use :

Number 80

Value

60 40

20 0

1 CONNECTION TYPE

Post Paid

Pre Paid

Post Paid

Pre Paid

Interpretation : The following graph shows the data base collected details in the form of type of connection the user uses. The total numbers of post-paid respondents were 33 and a pre-paid respondent was 67. Table 4.1.4 Showing the details of number of hours the respondents spent using their mobile phones : Hours <1hr 1-2hrs 2-4hrs > 4hrs

Number 27 16 49 8

Graph 4.1.4a Showing the details of number of hours the respondents spent using their mobile phones : USAGE DURATION

Number of Users

50 40 30

27 16

10 0 Series1

<1hr

1-2hrs

2-4hrs

> 4hrs

Hours Spent Series1

Interpretation : The above table shows the details of the number of hours the respondents spend on cell phone in a day. And from the above graph it can be concluded that the major number of them i.e. 49 % of them fall in the category of 2-4 hours of duration of usage. This is followed by low usage category who use less than 1 hour which is 27% of total respondents. 16% of the respondents fall in the category of users who use for 1-2 hours and rest of the 8% of respondents come under the last category of user who use more than 4 hours in a day. Table 4.1.5 Showing the details of the ranks given by the respondents for the following attributes :

SERVICE IMPORTANCE EASY ADDITIONAL RANKINGS Rank1 Rank2 Rank3 Rank4 Rank5 Rank6 Rank7

NETWORK 46 28 9 11 3 2 1

PLANS 35 23 22 6 11 2 1

RECAHRGE 3 9 25 26 18 15 4

OFFERS 2 4 14 12 31 28 9

ROAMING TUNES 0 1 1 3 10 19 66

COVERAGE 10 32 22 16 12 4 4

Graph 4.1.5a Showing the details of the ranks given by the respondents for the following attributes :

FACILITY 4 3 8 26 15 29 15

SERVICE IMPORTANCE 2 3 90% 11

100%

80%

1 2

9 4

70%

15 12 16

60% 28 50%

40%

lity

8 3 4

IT IO

O VE R

TU N

NA L

G E AH R

10 3 1 0

AD D

EA SY

ET W O

PL AN

4 2

9 3

in g

10%

oa m

20% 46

AG E

30%

FF ER

VALUES

ATTRIBUTES Rank1

Rank2

Rank3

Rank4

Rank5

Rank6

Rank7

Interpretation : The above table and graph show the importance of seven attributes network, plans, easy recharge, additional offers, caller tunes, coverage and roaming facility as ranked by the respondents. Network: In the network bar we can see that 46% of the respondents ranked it as 1st, 28% ranked it 2nd , 9% ranked it 3rd , 11% ranked it 4th , 3% ranked it 5th , 2% ranked it 6th and 1% ranked it 7th.

Plans: In the network bar we can see that 35% of the respondents ranked it as 1st, 23% ranked it 2nd, 22% ranked it 3rd, 6% ranked it 4th, 11% ranked it 5th, 2% ranked it 6th and 1% ranked it 7th. Easy Recharge: In the network bar we can see that 3% of the respondents ranked it as 1st, 9% ranked it 2nd , 25% ranked it 3rd , 26% ranked it 4th , 18% ranked it 5th , 15% ranked it 6th and 4% ranked it 7th. Additional Offers: In the network bar we can see that 2% of the respondents ranked it as 1st, 4% ranked it 2nd , 14% ranked it 3rd , 12% ranked it 4th , 31% ranked it 5th , 28% ranked it 6th and 9% ranked it 7th. Tunes: In the network bar we can see that 0% of the respondents ranked it as 1st, 1% ranked it 2nd , 1% ranked it 3rd , 3% ranked it 4th , 10% ranked it 5th , 19% ranked it 6th and 66% ranked it 7th. Coverage: In the network bar we can see that 10% of the respondents ranked it as 1st, 32% ranked it 2nd , 22% ranked it 3rd , 16% ranked it 4th , 12% ranked it 5th , 4% ranked it 6th and 4% ranked it 7th. Roaming Facility: In the network bar we can see that 4% of the respondents ranked it as 1st, 3% ranked it 2nd , 8% ranked it 3rd , 26% ranked it 4th , 15% ranked it 5th , 29% ranked it 6th and 15% ranked it 7th. Graph 4.1.5b Showing the details of the ranks given by the respondents for the following attributes :

SATISFACTION AVERAGE 6 VALUES

4.77

4.49

4.44

4.02

4.26 3.52 2.47

3 2 1 0 Series1

N/W

PLANS

ECHARG

ADD

TUNES

COVRG

ROAMING

4.77

4.49

4.02

4.44

2.47

3.52

4.26

ATTRIBUTES Series1

Interpretation : From the above two graphs we can say that Network, Plans, Roaming, Additional Offers are the important attributes while Tunes is the last attribute which is relevant for the user. Table 4.1.6.a Showing the details of the satisfaction levels of the respondents for the call drop issue :

CALL DROP Very Frequently Frequently Sometimes Never

8 12 68 12

Graph 4.1.6.a Showing the details of the satisfaction levels of the respondents for the call drop issue :

CALL DROP 68 70 60 50 40 VALUES 30 20 10 0

1 FREQUENCY

Very Frequently

Frequently

Sometimes

Never

Interpretation : From the above graph we can conclude that 68% of the respondents say they sometimes have the problem of call drop and followed by 12% each of frequently and never category. Table 4.1.6.b Showing the details of the satisfaction levels of the respondents for the wrong number : Wrong Number Very Frequently Frequently Sometimes Never

3 10 65 22

Graph 4.1.6.b Showing the details of the satisfaction levels of the respondents for the wrong number :

WRONG NUMBER 65 70 60 50 40 VALUES 30 20 10 0

22 3

1 FREQUENCY

Very Frequently

Frequently

Sometimes

Never

Interpretation : From the above graph we can conclude that 65% of the respondents say they sometimes have the problem of wrong numbers and followed by 22% never category.

Table 4.1.6.c Showing the details of the satisfaction levels of the respondents for the bill issue :

Graph 4.1.6.c Showing the details of the satisfaction levels of the respondents for the bill issue :

BILL ISSUES 63 70 60 50 40 VALUES 30 20 10 0

19 8

1 FREQUENCY

Very Frequently

Frequently

Sometimes

Never

Interpretation : BILL ISSUE Very Frequently Frequently Sometimes Never

7 8 19 63

From the above graph we can conclude that 63% of the respondents say they never have the problem of billing issues and followed by 19% sometimes category.

Table 4.1.6.d Showing the details of the satisfaction levels of the respondents for the connectivity :

CONNECTIVITY Very Frequently

Frequently

Sometimes

Never

Graph 4.1.6.d showing the details of the satisfaction levels of the respondents for the connectivity

CONNECTIVTY 46 50 40 VALUES

30 20

10 0

1 FREQUENCY

Very Frequently

Interpretation :

Frequently

Sometimes

Never

From the above graph we can conclude that 46% of the respondents say they sometimes have the problem of connectivity and followed by 25% frequently category and 20% never category Table 4.1.6.e Showing the details of the satisfaction levels of the respondents for barring : BARRING Very Frequently Frequently Sometimes Never

5 10 31 54

Graph 4.1.6.e showing the details of the satisfaction levels of the respondents for barring BARRING 54 60 50

40 VALUES 30 20

10 0

1 FREQUENCY

Very Frequently

Interpretation :

Frequently

Sometimes

Never

From the above graph we can conclude that 54% of the respondents say they never have the problem of call barring issues and followed by 31% sometimes category and 10% frequently category.

Table 4.1.6.f Showing the details of the satisfaction levels of the respondents for the promotion calls : Graph 4.1.6.f Showing the details of the satisfaction levels of the respondents for the promotion calls : PROMOTION CALLS 37 40 25 30

FREQUENCY 20 10 0

Very Frequently

Frequently

PROMO CALLS Very Frequently Frequently Sometimes Never Interpretation :

Sometimes

Never

17 25 37 21

From the above graph we can conclude that 37% of the respondents say they sometimes have the problem of promotional call and followed by 25% frequently and never 21%. More or less all the respondents had some level of opinion similar with respect to the promotional calls. Table 4.1.8 Showing the details of the awareness details of the respondents of the various details about their package plans :

AWARENESS FULLY PARTIALLY No Knowledge

34 61 5

Graph 4.1.8.a Showing the details of the satisfaction levels of the respondents for the promotion calls :

AWARNESS

No Knowledge 5% FULLY 34%

PARTIALLY 61%

FULLY

PARTIALLY

No Knowledge

Interpretation : From the above table and graph as shown in the pie-chart we can conclude that the majority of the correspondents fall in the category with partial knowledge with 61%, followed by fully aware category with 34% and the last category of 5% forming the no knowledge category. It can be said that more or less majority of the respondents are aware about the various schemes activated to their number. Table 4.1.9 Showing the details of the respondent opinion about the customer care services offered by the operators :

CUSTOMER CARE

Solve Listen but do not follow Gives Feedback No Response

48 31 15 6

Graph 4.1.9.a Showing the details of the respondent opinion about the customer care services offered by the operators :

CUSTOMER CARE SERVICES 48 50

40 VALUES

15 6

20 10 0

1 FEEDBACK

Solve

Listen but do not follow

Interpretation :

Gives Feedback

No Response

From the following graph and table can be said that majority of the respondents feel that some way or the other the customer care services pay attention to the issues of the customers. Table 4.1.10.a Showing the details of the satisfaction levels of various attributes measured on a Likert Scale : Neither Somewhat VAS Bill Time Alloted Roaming Facility Customer

Highly Somewhat nor 12 51

Highly

DisSatisfied DisSatisfied 32 4 1

Care Service

Graph 4.1.10.a Showing the details of the satisfaction levels of the respondents for the promotion calls :

Somewhat Highly DisSatisfi DisSatisfi ed ed

Highly

Somewhat

Neither nor

VAS

Bill Time Alloted

Roaming Facility

Customer Care Service

Table 4.1.10.b When the average of the ranking values are taken the table is as follows :

VAS TIME FOR BILL ROAM CUSTOMER CARE 2.73 3.03030303 2.87 2.73 Graph 4.1.10.b The average of the ranking values is plotted on a graph is as follows :

3.1 3 2.9 2.8 2.7 2.6 2.5 Series1

VAS

TIME FOR

ROAM

CUSTOME

2.73

3.03030303

2.87

2.73

Interpretation : It can be inferred that most of the post-paid respondents are satisfied with the time given for them to pay their bills and followed by Roaming, VAS and Customer Care Services offered by the operators. All of them nearly have the same level of average satisfaction.

Table 4.1.11 Showing the importance of attributes while selecting an operator :

Graph 4.1.11a Showing the importance of attributes while selecting an operator :

Ranks

I II III IV V

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%

Sel_convty 53 30 13 2 2

Sel_advtmt 5 5 6 22 62

2 2 13 30

Sel_plan 39 36 12 10 3

3 10 12

Sel_brand 3 13 32 40 12

Sel_cc 3 14 36 26 21

13 3

14 3

Sel_brand

Sel_cc

6 5 5 Sel_convty Sel_advtmt

Sel_plan

Attributes for selecting operator I

III

Graph 4.1.11b Showing the average of attributes while selecting an operator : 5

4.3

3.93

2.55

2.52

1.69

2 1 0 Series1

SEL_CO ADVTSM SEL_PL 4.3

1.69

3.93

BRAND

CUST

2.55

2.52

Interpretation : It can be inferred that 53% of the respondents give rank 1(most favourable) to connectivity, 30% give rank 2, 3% give rank 3 and 2% each give rank 4 & 5. In case of selecting an advertisement 5% respondents rate it as 1st, 5% give rank 2, 6% give rank 3, 22% give it rank 4 and majority of respondents i.e 62% prefer it as least important giving rank 5. While selecting a plan 39% people prefer it as most important whereas 3% prefer it as least important. While selection of a brand 40% of the people gave it as rank 4 and only 3% people have given it rank 1. In the case of customer care service 36% people have given it rank 3 while only 3% feel it as most important.

Table 4.1.12 Showing the time taken to activate the roaming :

Few hrs

Roaming Activation 78

>1 day 3 days

17 1

Does not act 4 Graph 4.1.12a Showing the time taken to activate the roaming : Roaming Activation 4% 1% 17%

78%

Few hrs

>1 day

3 days

Does not act

Interpretation : It can be inferred that 78% of the respondents feel that their roaming gets activated in few hours, 17% feel that it takes more than a day, 4% feel that 3 days are required for their roaming to get activated and 1% respondents feel that their roaming do not get activated.

Table 4.1.13 Shows how people prefer to pay their bills :

Bill Preference 58 12 9 10 3

Cash Card Cheque Online ATM

Graph 4.1.13a Shows how people prefer to pay their bills : Bill Preference

11%

10%

13%

Cash

Card

63%

Cheque

Online

ATM

Interpretation : It can be inferred that 63% of the respondents like to pay their bill by cash, 13% would like to pay it card, 10% by cheque, 11% would like to make online payments and 3% would like to pay it through ATM’s.

Table 4.1.14 Shows the frequency of the respondent to switch the operator : Operator switching No

Once

Twice

Graph 4.1.14a Shows the frequency of the respondent to switch the operator : Oprtr s/w 3% 3%

38%

Interpretation :

56%

Once

Twice

The above pie chart shows that 56% of the respondents have not switched their service provider in the last 1 year, 38% of the respondents have switched the service provider once and 3% of the respondents have switched their service providers twice or more than 2 times. Table 4.1.15 Shows various reasons for switching the service provider : Convty I II III IV V

30 17 15 5 12

Bill issue 4 16 18 21 20

No CC serv Attrac

package 18 16 22 18 5

plan 5 12 9 24 29

22 18 15 11 13

Graph 4.1.15a Shows various reasons for switching the service provider : 100% 90%

80%

70%

30% 10% 0% Convty

11 15

II I

9 12

IV III

24 18

40% 20%

V 21

60% 50%

Bill issue

No package No CC serv Attrac plan

Graph 4.1.15b Shows the average contribution of various reasons for switching the service provider (1 for the most important and so on)2.89

2.81

2.62

3 2

1.77

2 1 0 Series1

CON_RE BILL_ISS 2.89

NO_CC

ATTRT_

2.81

1.77

2.62

Interpretation : It can be inferred that most of the respondents feel that connectivity problem (2.89) is the major issue for switching the operator. The second most important reason for switching is no suitable package plan (2.81) with the existing operator followed by Attractive plans with competing operators (2.62) Billing issues (2) No satisfaction from customer care services (1.77) Table 4.1.16 Shows the preference of people for receiving the bills : Hard copy

Ebill

Online

SMS

III

Graph 4.1.16a Shows the preference of people for receiving the bills : 100%

90%

Ranks

80% 70%

60%

6 IV

50%

40%

30% 20%

10%

III II I

Hard copy

Ebill

Online

SMS

0% Attributes

Interpretation : It can be inferred that the respondents have a preference to receive their bills through SMS and followed by online bills and ebills. They have a least preference to receive bills as hard copies. So, it can be said with the changing technology the customers also prefer to change with it. Table 4.1.17 Shows the overall experience of the respondents : Opinion Good Ok Poor Very Good Very Poor

Number 36 45 12 6 1

Graph 4.1.17a Shows the overall experience of the respondents :

Very Poor Very Good 1% 6% Poor 12%

Good 36%

Ok 45%

Interpretation : It can be interpreted from the following pie chart that the overall experience of the respondents was some what satisfied; this can be said by the 45% Ok respondents and 36% respondents.

4.2 Correlation Analysis : Table 4.2.1 Shows the correlation between time spent on phone and age groups : USAGE AGE Interpretation :

USAGE 1 0.130435

AGE 1

It can be inferred that there is a strong correlation between time spent on phone and age groups and the analysis proves that maximum value for correlation is for age group 19-45 which tells that the respondents in this age group spent maximum time on phone . Table 4.2.2 Shows the correlation between time spent on phone and gender :

USAGE USAGE

GENDER

-0.01157

GENDER 1

Interpretation : It can be inferred that there is weak correlation between the time spent on phone and gender as the education level among the respondents was very high so the time people spent on mobile do not depend upon their gender. Table 4.2.3 Shows the correlation between operator switching and the various reasons for switching :

OPRTR

CON_REAS

BILL_ISSU

PACKAGE

SWITCHIN OPRTR

G 1

SWITCHING CON_REAS

BILL_ISSUE

0.083581666 -

0.33125962

NO PACKAGE

0.104945004 -

0.051771855

0.298469146

NO_CC ATTRT_PLAN

0.050718563 -0.09952018 0.028317488

0.145312554 0.175300416

0.25175411 0.242380391

0.400308886 0.120351545

NO_CC

ATTRT_PLA N

1 0.327430231

Interpretation : It can be inferred that that maximum positive value of correlation is between the operator switching and the attractive plans being offered by the other operators which is the strongest reason of the respondent for switching the operator and the other attributes follow in order as follows No package plan with existing provider Connectivity problem No proper customer care services Billing issues Table 4.2.4 Shows the correlation between the operator selection and the quality of service of customer care executives :

OPERATOR CUST CARE EXECUTIVES

OPERATOR 1 0.036722815

CUST CARE EXECUTIVES 1

Interpretation : It can be inferred that there is a strong correlation between operator selection and the quality of service of customer care executives which means that customer care selection is very important for a service provider.

Table 4.2.5 The co-relation between the age and the attributes in

AGE

ROAMING

COVRG

TUNES

ADD OFFER

ECHARGE

PLANS

N/W

AGE

the order of the preference is taken, then the values are as follows-

-0.147098813

0.011710658

-0.110807645

-0.116993845

-0.136210838

-0.536362632

-0.115991958

-0.116059133

0.01153055

-0.455324859

-0.158862142

-0.090594477

0.077858681

ADD OFFER

-0.061447714

-0.062163165

0.01953318

ECHARGE

N/W

-0.6728617281

0.041966468

PLANS

-0.0743286211

-0.090085194-0.166051785

-0.0808864770.129527907

TUNES

-0.138697365

COVRG

-0.032936427-0.348450325

0.121819089

ROAMING

-0.058962572

Interpretation : The correlation analysis between the age group and the various attributes related to the quality of service provided by service providers shows that the correlation values come in the order of

Additional offer Roaming Plans Easy recharge Network Caller tunes Coverage Table 4.2.6 When a correlation is taken between the operator and the customer care services offered by the operator the values are as follows :

CUST CARE OPERATOR CUST CARE EXECUTIVES

OPERATOR 1

EXECUTIVES

-0.036722815

Interpretation : It can be concluded that the operator selection and the service provided by the customer care executives is negatively correlated and so it has no effect on the selection of the operators 4.3 Chi square analysis :

Table 4.3.1.a Shows the test of dependence between operator selection and Value added services : highly

AIRTEL HUTCh BSNL SPICE Reliance Tata 0

highly

satisfie

somewha

nietihe

dissatisfie

d 0 0 2 0 2 0 0 4

t 5 5 8 7 6 1 0 32

r nor 11 12 4 8 5 11 0 51

d 2 5 1 0 2 3 0 13

d 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0

Chi square value = 25.6 @ 15 df Table values = 25 @ 15 df Interpretation : It can be inferred that since the observed value is greater than the table value so we can say that the value added services is dependent on the selection of the service provider. Table 4.3.1.b Shows the test of dependence between operator selection and roaming facility :

18 22 15 15 15 15 0 100

Question B

highly

satisfie

somewha

nietihe

Dissatisfie

dissatisfie

r nor

AIRTEL

HUTCh

BSNL

SPICE

Reliance

Tata

100

Chi square value = 29.25 @ 15 df Tabulated value = 25 @ 15 df Interpretation : It can be inferred that the observed value is more than the tabulated value so we can say that the roaming facility is dependent on the operator selection. Table 4.3.1.c Shows the test of dependence between operator selection and customer care services :

Question B

highly

satisfie

somewha

nietihe

dissatisfie

r nor

AIRTEL

HUTCh

BSNL

SPICE

Reliance

Tata

100

Chi square value = 16.35 @ 15 df

Tabulated value = 25 @ 15 df Interpretation : It can be inferred that the observed value is less than the tabulated value so we can say that the customer care services are independent of the operator selection Table 4.3.2.a Shows the test of dependence between operator

Question B

selection and call drop down :

very

frequentl

neve

frequently

sometimes

AIRTEL

HUTCh

BSNL

SPICE

Reliance

Tata

100

Chi square value = 20.14 @ 15 df Tabulated value = 25 @ 15 df Interpretation : It can be inferred that the observed value is less than the tabulated value so we can say that the call drop down is independent of the operator selection. Table 4.3.2.b Shows the test of dependence between operator selection and wrong numbers :

Question B

very

frequentl

sometime

neve

frequently

AIRTEL

HUTCh

BSNL

SPICE

Reliance

Tata

100

Chi square value = 8.6 @ 15 df Tabulated value = 25 @ 15 df Interpretation : It can be inferred that the observed value is less than the tabulated value so we can say that calls from wrong numbers is independent of the operator selection Table 4.3.2.c Shows the test of dependence between operator selection and billing issues :

Question B

very

frequentl

sometime

neve

frequently

AIRTEL

HUTCh

BSNL

SPICE

Reliance

Tata

Chi square value = 42.8 @ 15 df Tabulated value = 25 @ 15 df Interpretation :

It can be inferred that the observed value is more than the tabulated value so we can say that billing issues is dependent on the operator selection

Table 4.3.2.d Shows the test of dependence between operator

Question B

selection and connectivity problem during peak hours : very

frequentl

sometime

neve

frequently

AIRTEL

HUTCh

BSNL

SPICE

Reliance

Tata

100

Chi square value = 37.11 @ 15 df Tabulated value = 25 @ 15 df Interpretation : It can be inferred that the observed value is more than the tabulated value so we can say that connectivity problem during peak hours is dependent on the operator selection. Table 4.3.2.e Shows the test of dependence between operator selection and billing issues :

Question B

very

frequentl

sometime

neve

frequently

AIRTEL

HUTCh

BSNL

SPICE

Reliance

Tata

100

Chi square value = 12.01 @ 15 df Tabulated value = 25 @ 15 df Interpretation : It can be inferred that the observed value is less than the tabulated value so we can say that billing issues is independent of the operator selection Table 4.3.2.f Shows the test of dependence between operator

Question B

selection and promotional calls : very

Frequentl

sometime

neve

frequently

AIRTEL

HUTCh

BSNL

SPICE

Reliance

Tata

Chi square value = 17.11 @ 15 df Tabulated value = 25 @ 15 df

Interpretation : It can be inferred that the observed value is less than the tabulated value so we can say that promotional calls is independent of the operator selection

Table 4.3.3 Shows the test of dependence between the service provider and the overall experience of the respondent : VERY FREQ

AIRTEL HUTCh BSNL SPICE Reliance Tata 0

SOMETIM

FREQ

NEVER

1 1 0 2 0 2 0

8 10 6 5 5 2 0

6 7 7 8 9 8 0

2 4 2 0 1 3 0

1 0 0 0 0 0 0

0 0 0 0 0 0 0

18 22 15 15 15 15 0

100

Chi square value = 18.6 @ 15 df Tabulated value = 25 @ 15 df Interpretation : It can be inferred that the observed value is less than the tabulated value so we can say that the experience of the respondent influences the selection of the operator.

4.4 Anova :

Table 4.4.1 Shows the test the test between age group and the mobile service provider : H0: There is no significant difference between age group and the mobile service provider selected. H1: There is significant difference between age group and the mobile service provider selected. Source of Variation

P-value

F crit

Rows

747.4444

373.7222

72.96095

1.09E-06

4.102821

Columns

13.77778

2.755556

0.537961

0.743951

3.325835

Error

51.22222

5.122222

Total

812.4444

F (72.9)>Fcrit(4.1)

Interpretation : The F value is greater than the critical value. So, we accept H1 and we can say that there is significant difference among the age groups while selecting the mobile service providers.

Table 4.4.2 Shows test between occupation of respondent and mobile service provider : H0: There is no significant difference between the occupation of respondent and the service provider selected. H1: There is significant difference between the occupation of respondent and the service provider selected.

Source of Variation Between Groups Within Groups Total

167.445

364.75

198

1.842172

532.195

199

P-value

F crit

90.89544

5.7E-18

3.888853

F(90.9)>Fcrit(3.9) Interpretation: The F value is greater than the critical value. So, we accept H1 and we can say that there is significant difference among the occupation of the respondents in selecting the mobile service providers.

Table 4.4.3.a Shows test between the selection of service provider and the satisfaction provided by the value added services offered by them : H0: There is no significant difference between the selection of service provider and the satisfaction provided by the value added services offered by them. H1: There is significant difference between the selection of service provider and the satisfaction provided by the value added services offered by them. Source of Variation

Between Groups

17.405

Within Groups

347.47

198

1.754899

364.875

199

Total

P-value

F crit

9.91795

0.00189

3.888853

F(9.91)>Fcrit(3.88)

Interpretation : The F value is greater than the critical value. So, we accept H1 and we can say that there is significant difference in the selection of service provider and the value added services offered by them.

Table 4.4.3.b Shows test between the selection of service provider and the satisfaction provided by the roaming facility offered by them : H0: There is no significant difference between the selection of service provider and the satisfaction provided by the roaming facility offered by them. H1: There is significant difference between the selection of service provider and the satisfaction provided by the roaming facility offered by them. Source of Variation

Between Groups

10.125

Within Groups

401.07

198

2.025606

Total

411.195

199

F(4.99)>Fcrit(3.88) Interpretation :

P-value

F crit

4.998504

0.026486

3.888853

The F value is greater than the critical value. So, we accept H1 and we can say that there is significant difference in the selection of service provider and the roaming facility offered by them

Table 4.4.3.c Shows test between the selection of service provider and the satisfaction provided by the customer care services offered by them : H0: There is no significant difference between the selection of service provider and the satisfaction provided by the customer care services offered by them.

H1: There is significant difference between the selection of service provider and the satisfaction provided by the customer care Source of Variation

Between Groups

17.405

Within Groups

389.47

198

1.96702

406.875

199

Total

P-value

F crit

8.848409

0.003298

3.888853

services offered by them. F(8.84)>Fcrit(3.88) Interpretation : The F value is greater than the critical value. So, we accept H1 and we can say that there is significant difference in the selection of service provider and the customer care services offered by them.

CHAPTER - 5 FINDINGS OF THE STUDY

•

The highest number of respondent we could find was for the Hutch Operator with 22 respondents followed by Airtel with 18 and rest of the operators BSNL, Spice, Reliance and Tata Indicom 15 each.

• The total numbers of post-paid respondents were 33 and a pre-paid respondent was 67. • Major number of respondents i.e. 49 % of them fall in the category of 2-4 hours of duration of usage. This is followed by low usage category who use less than 1 hour which is 27% of total respondents. 16% of the respondents fall in the category of users who use for 1-2 hours and rest of the 8% of respondents come under the last category of user who use more than 4 hours in a day. • We have shown the importance of seven attributes network, plans, easy recharge, additional offers, caller tunes, coverage and roaming facility as ranked by the respondents.

Network: In the network bar we can see that 46% of the respondents ranked it as 1st, 28% ranked it 2nd , 9% ranked it 3rd , 11% ranked it 4th , 3% ranked it 5th , 2% ranked it 6th and 1% ranked it 7th. Plans: In the network bar we can see that 35% of the respondents ranked it as 1st, 23% ranked it 2nd, 22% ranked it 3rd, 6% ranked it 4th, 11% ranked it 5th, 2% ranked it 6th and 1% ranked it 7th. Easy Recharge: In the network bar we can see that 3% of the respondents ranked it as 1st, 9% ranked it 2nd , 25% ranked it 3rd , 26% ranked it 4th , 18% ranked it 5th , 15% ranked it 6th and 4% ranked it 7th. Additional Offers: In the network bar we can see that 2% of the respondents ranked it as 1st, 4% ranked it 2nd , 14% ranked it 3rd , 12% ranked it 4th , 31% ranked it 5th , 28% ranked it 6th and 9% ranked it 7th. Tunes: In the network bar we can see that 0% of the respondents ranked it as 1st, 1% ranked it 2nd , 1% ranked it 3rd , 3% ranked it 4th , 10% ranked it 5th , 19% ranked it 6th and 66% ranked it 7th. Coverage: In the network bar we can see that 10% of the respondents ranked it as 1st, 32% ranked it 2nd , 22% ranked it 3rd , 16% ranked it 4th , 12% ranked it 5th , 4% ranked it 6th and 4% ranked it 7th.

Roaming Facility: In the network bar we can see that 4% of the respondents ranked it as 1st, 3% ranked it 2nd , 8% ranked it 3rd , 26% ranked it 4th , 15% ranked it 5th , 29% ranked it 6th and 15% ranked it 7th. • 68% of the respondents say they sometimes have the problem of call drop and followed by 12% each of frequently and never category. • 65% of the respondents say they sometimes have the problem of wrong numbers and followed by 22% never category. • 63% of the respondents say they never have the problem of billing issues and followed by 19% sometimes category. • 46% of the respondents say they sometimes have the problem of connectivity and followed by 25% frequently category and 20% never category. • 54% of the respondents say they never have the problem of call barring issues and followed by 31% sometimes category and 10% frequently category. • 37% of the respondents say they sometimes have the problem of promotional call and followed by 25% frequently and never 21%. More or less all the respondents had some level of opinion similar with respect to the promotional calls. • The majority of the correspondents fall in the category with partial knowledge with 61%, followed by fully aware category with 34% and the last category of 5% forming the no knowledge

category. It can be said that more or less majority of the respondents are aware about the various schemes activated to their number. • Majority of the respondents feel that some way or the other the customer care services pay attention to the issues of the customers. • It can be inferred that most of the post-paid respondents are satisfied with the time given for them to pay their bills and followed by Roaming, VAS and Customer Care Services offered by the operators. All of them nearly have the same level of average satisfaction. • It can be inferred that 53% of the respondents give rank 1 (most favourable) to connectivity, 30% give rank 2, 3% give rank 3 and 2% each give rank 4 & 5. In case of selecting an advertisement 5% respondents rate it as 1st, 5% give rank 2, 6% give rank 3, 22% give it rank 4 and majority of respondents i.e 62% prefer it as least important giving rank 5. While selecting a plan 39% people prefer it as most important whereas 3% prefer it as least important. While selection of a brand 40% of the people gave it as rank 4 and only 3% people have given it rank 1. In the case of customer care service 36% people have given it rank 3 while only 3% feel it as most important. • It can be inferred that 78% of the respondents feel that their roaming gets activated in few hours, 17% feel that it takes more

than a day, 4% feel that 3 days are required for their roaming to get activated and 1% respondents feel that their roaming do not get activated. • It can be inferred that 63% of the respondents like to pay their bill by cash, 13% would like to pay it card, 10% by cheque, 11% would like to make online payments and 3% would like to pay it through ATM’s. • 56% of the respondents have not switched their service provider in the last 1 year, 38% of the respondents have switched the service provider once and 3% of the respondents have switched their service providers twice or more than 2 times. • It can be inferred that most of the respondents feel that connectivity problem (2.89) is the major issue for switching the operator. The second most important reason for switching is no suitable package plan (2.81) with the existing operator followed by Attractive plans with competing operators (2.62) Billing issues (2) No satisfaction from customer care services (1.77). • It can be inferred that the respondents have a preference to receive their bills through SMS and followed by online bills and e-bills. They have a least preference to receive bills as hard

copies. So, it can be said with the changing technology the customers also prefer to change with it. • The overall experience of the respondents was some what satisfied; this can be said by the 45% Ok respondents and 36% respondents. • It can be inferred that there is a strong correlation between time spent on phone and age groups and the analysis proves that maximum value for correlation is for age group 19-45 which tells that the respondents in this age group spent maximum time on phone. • It can be inferred that there is weak correlation between the time spent on phone and gender as the education level among the respondents was very high so the time people spent on mobile do not depend upon their gender. • It can be inferred that that maximum positive value of correlation is between the operator switching and the attractive plans being offered by the other operators which is the strongest reason of the respondent for switching the operator and the other attributes follow in order as followsNo package plan with existing provider Connectivity problem No proper customer care services Billing issues

• It can be inferred that there is a strong correlation between operator selection and the quality of service of customer care executives which means that customer care selection is very important for a service provider. • The correlation analysis between the age group and the various attributes related to the quality of service provided by service providers shows that the correlation values come in the order of Additional offer Roaming Plans Easy recharge Network Caller tunes Coverage • The operator selection and the service provided by the customer care executives is negatively correlated and so it has no effect on the selection of the operators. • It can be inferred that since the observed value is greater than the table value so we can say that the value added services is dependent on the selection of the service provider.

• It can be inferred that the observed value is more than the tabulated value so we can say that the roaming facility is dependent on the operator selection. • It can be inferred that the observed value is more than the tabulated value so we can say that the roaming facility is dependent on the operator selection. • It can be inferred that the observed value is less than the tabulated value so we can say that the customer care services are independent of the operator selection. • It can be inferred that the observed value is less than the tabulated value so we can say that the call drop down is independent of the operator selection. • It can be inferred that the observed value is less than the tabulated value so we can say that calls from wrong numbers is independent of the operator selection. • It can be inferred that the observed value is more than the tabulated value so we can say that billing issues is dependent on the operator selection. • It can be inferred that the observed value is more than the tabulated value so we can say that connectivity problem during peak hours is dependent on the operator selection. • It can be inferred that the observed value is less than the tabulated value so we can say that billing issues is independent of the operator selection.

• It can be inferred that the observed value is less than the tabulated value so we can say that promotional calls is independent of the operator selection. • It can be inferred that the observed value is less than the tabulated value so we can say that the experience of the respondent influences the selection of the operator. • There is significant difference among the age groups while selecting the mobile service providers. • There is significant difference among the occupation of the respondents in selecting the mobile service providers. • There is significant difference in the selection of service provider and the value added services offered by them. • There is significant difference in the selection of service provider and the roaming facility offered by them. • There is significant difference in the selection of service provider and the customer care services offered by them.

CHAPTER - 6 SUGGESTIONS

• Individuals irrespective of age, income, occupation and gender tend to greatly rely on the services provided by service provider which forms a lasting image in the mind of the customers which influences their preferences. Hence the prime focus must be on improving the quality of services provided by operator to make it more effective.

• Network, additional offer and call plans are the main features that go into consideration while selecting the service provider. Hence, the mobile operator should maintain the quality of these services provided must and highlight the same.

• Brand loyalty is high among cell phone users. Hence, through providing

new

and

attractive

offers

they

can

attract

customers, the focus must be to tap potential customers and satisfy existing customers.

• Main problem faced by consumers were call drop down and promotional call on there number thus this necessitate mobile service operator to take some serious steps to overcome these problems.

• A main reason for switching an operator by the customer was found to be availability of attractive plans with the competitive operators. Thus an attempt should be made by the operators to provide range of attractive offers to retain there existing customers.

• With growing technology the service providers must also cater the needs of the customers by adopting to the new technologies to better serve the customers.

CHAPTER - 7 CONCLUSION

• From the above research we can conclude that the satisfaction level of the user is depend on the kind of services provided by the service providers.

• The services expected by the subscribers are more or less dependent upon the age group, gender and the occupation to which they belong.

• Research showed that while selecting a mobile service provider, customer occupation profile do not play any role.

• From the survey it was inferred that overall experience of respondent is dependent on the service provider.

• With the increasing competition mobile service operator can differentiate itself on the basis of value added services and additional offers provided by them, so that they can retain

their existing customer and can attract new potential customers. • To reach the industry norms of 90-95% satisfaction the operators still need to go a long way in achieving the overall satisfaction.

BIBLIOGRAPHY 1. Philip Kotler, Marketing Management , 11th edition , Prentice Hall of India, N.D-1999.

2. Pamela S Schindler, Business Research Methods, Mcgraw-Hill, 9th edition.

3. WEBSITES:

www.marketing.com

www.bizjournals.com

www.trai.com

ANNEXURE SCHOOL OF MANAGEMENT SCIENCE Dear Sir/ Madam, I am the student of School of Management Sciences Varanasi, undertaking a study on Service quality and its impact on customer satisfaction in the telecom sector with reference to mobile service providers.

I assure you that all information provided by you will be kept confidential and used for academic purposes only.

Thank You.

1. Are you a cell phone user? Yes No 2. What is the name of the operator?

Airtel Hutch BSNL Spice Reliance Tata Indicom 3. What type of connection do you use? Post-Paid Pre-Paid 4. How many hours do you spend on the phone everyday? (Includes both calling and messaging) Less than 1 hour 1-2 hours 2-4 hours More than 4 hours 5. Rank the following attributes in order of their importance, according to you (1 for most important and so on) Network

Caller tunes

Call plans

Coverage

Easy recharge

Roaming facility

Additional offer 6. How frequently do you face the following problems? Very Frequently Call Drop Down Call from Wrong Numbers Billing Issues

Frequently

Sometimes

Never

Connectivity Problem during peak Hours(1900 to 2200 hrs) Call Barred without Intimation Promotional Calls on your Number 7. What type of Billing problems do you face?( Rank the following attributes,1 for most important and so on) Bill not received Bill received after due date Bill posted to a wrong address Calling Details not mentioned 8. Are you aware of all the paid services activated on your number? Fully Partially No knowledge 9. How do customer care executives attend to your concerns? Solve the problem at one go Listen to the complaints but do not follow up Make calls to inform you about the progress of your complaint Do not bother at all 10. What is your level of satisfaction for the following services offered? Neither Highly

Somewhat

Satisfied

nor Dissatisfied

Value Added Service

Somewhat

Highly

Dissatisfied Dissatisfied

(VAS) Time Allotted for Bill Payment Roaming Facility Customer Care Services 11. Rank the following attributes in order of their importance while selecting an operator Connectivity Advertisement Rate Plan offered Brand Value Customer Care Services 12. How long does it take to activate roaming facility on your number? Gets activated in few hours Takes more than a day 3 days Does not get activated 13. How do you prefer to pay your bills? ( Please tick any one) Cash Payment Card Payment Cheque Payment Online Payment Payment through ATM

14. Have you switched your mobile service provider in the last one year? (From Oct’06 to Nov’07) No Once Twice More than 2 times 15. Rank the following reasons for switching (1 for the most important and so on) Connectivity Problem Billing Issues No suitable package plan with current operator Not satisfied with the customer care service Availability of attractive plans with the competing operators

16. Rank the following attributes which gives maximum satisfaction while receiving the bill (1 for the most important and so on) Hard Copy E-Bills On-Line Availability of Bills SMS to your numbers

17. How is your overall experience with your service provider?

Personal details:

* Gender Male

*Age Profile <18 years 19-45 years >45 years

* Occupation Student Professional Businessman Others

Female

Coding Sheet: S. U O T U N PL E A No S PE YP S / A C D E R E A W N H D R A G S A O T E R F O G F R E E R

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2

2 2 2 1 1 2 2 1 2 2 1 2 1 2 2 2 1 2 2 2 1 2 2 2 2 2 2

1 3 2 1 2 3 3 1 1 2 2 2 2 1 2 2 1 2 2 4 2 1 4 3 4 4 3

2 2 2 1 1 1 1 1 1 1 1 6 1 1 2 1 2 1 1 2 2 3 1 1 4 2 1

1 1 1 2 4 6 3 2 4 3 3 2 3 6 5 2 1 2 2 1 5 1 5 2 1 1 4

4 3 3 4 5 2 5 6 3 4 4 3 4 3 3 3 4 3 5 3 4 5 3 3 2 4 2

3 6 4 5 6 3 4 7 5 5 6 5 5 4 6 5 5 5 3 5 3 2 7 5 3 3 6

T U N E S

7 7 7 6 7 7 6 5 6 7 7 7 7 7 4 7 6 7 7 7 7 6 4 6 7 7 5

C O V R G

5 5 5 3 2 5 2 3 2 2 2 1 2 2 1 6 3 6 4 4 1 4 2 4 5 5 3

R O A M I N G

6 4 6 7 3 4 7 4 7 6 5 4 6 5 7 4 7 4 6 6 6 7 6 7 6 6 7

C A LL D R O P

W O R N G N O S.

BI LL I S S U E F R E Q

3 2 2 2 2 2 3 2 2 2 1 2 2 1 2 1 1 1 2 2 1 2 2 2 2 3 2

3 2 2 2 2 2 4 1 2 2 2 2 2 2 2 2 1 2 2 2 2 1 4 2 2 2 3

1 2 1 2 1 1 1 1 1 1 2 1 1 4 2 1 1 1 1 1 1 1 1 1 1 1 2

C O N C T V T Y

2 1 2 1 1 2 2 1 2 2 2 2 2 1 2 2 1 2 2 2 2 3 3 1 2 4 2

B A R RI N G

PR O M O C A LL S

1 1 3 1 1 2 1 1 1 1 3 2 1 1 2 1 1 1 1 1 2 3 1 2 2 3 2

4 2 1 2 4 3 1 2 3 2 3 2 2 3 3 1 1 1 4 2 4 4 4 0 2 2 2

N O T R E C

0 0 0 3 0 0 0 3 0 0 1 0 0 0 2 0 0 0 0 0 3 0 0 0 0 0 0

A F T E R D U E D T

0 0 0 2 0 0 0 2 0 0 3 0 0 0 3 0 0 0 0 0 1 0 0 0 0 0 0

W R N G A D D

D E T AI L N O T M E N T 0 0 0 0 0 0 4 1 0 0 0 0 0 0 1 4 0 0 0 0 4 2 0 0 0 0 0 0 4 1 0 0 0 0 0 0 0 0 0 0 2 4 0 0 0 0 0 0 0 0 0 0 0 0

28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

2 2 2 2 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 5 5 5

1 2 1 2 2 1 1 2 2 2 2 2 1 2 2 2 1 2 2 2 1 1 2 2 2 2 1 1 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 1 2 1 1

2 2 3 3 1 2 2 4 1 1 2 2 2 1 1 2 2 3 2 1 2 2 1 3 1 3 2 2 1 1 3 3 3 3 1 1 1 2 2 1 4 2 1 2 3 2 2

3 2 2 3 5 1 1 3 2 3 7 3 6 2 4 1 1 2 1 1 4 1 5 4 2 2 1 1 1 1 2 1 1 2 1 1 5 1 2 2 2 2 1 2 1 3 1

1 4 1 1 2 7 2 1 3 1 2 1 1 1 1 2 4 1 3 5 1 3 1 1 1 1 2 2 3 3 1 2 2 1 4 3 2 2 1 5 1 1 3 1 2 2 5

4 1 7 2 3 4 3 4 1 5 1 5 3 5 6 3 3 4 5 2 2 7 2 3 5 3 7 4 6 4 4 4 3 4 3 6 3 6 3 4 3 6 4 6 3 6 4

6 3 6 4 6 2 5 5 7 4 6 2 5 6 5 5 6 5 6 7 3 5 3 5 6 4 3 3 5 5 7 7 6 6 5 4 6 3 4 6 6 3 5 5 6 5 7

5 5 5 6 7 6 7 7 6 6 3 7 2 7 7 6 7 7 7 6 6 6 7 7 7 5 4 5 7 7 6 6 7 7 6 7 7 7 7 7 7 7 7 7 7 7 6

7 6 3 5 1 3 4 2 4 2 4 4 7 3 2 4 2 3 2 3 5 2 4 2 3 7 5 7 2 2 3 3 5 3 2 2 1 4 5 1 4 4 2 4 4 1 2

2 7 4 7 4 5 6 6 5 7 5 6 4 4 3 7 3 6 4 4 7 4 6 6 4 6 6 6 4 6 5 5 4 5 7 5 4 5 6 3 5 5 6 3 5 4 3

2 2 1 1 1 2 2 2 2 2 3 1 4 2 2 2 3 3 2 2 1 2 2 3 2 2 2 2 3 2 4 2 2 2 2 2 4 4 3 3 2 2 2 2 2 3 2

2 2 2 3 1 1 1 3 2 3 1 2 2 2 3 2 2 1 2 2 2 2 1 2 2 2 1 1 1 2 2 2 1 1 2 1 3 2 2 2 2 2 2 1 1 2 2

2 2 1 2 1 3 1 1 2 2 4 2 1 1 0 1 2 3 1 1 1 1 1 3 1 1 3 3 1 1 1 1 1 1 1 1 1 1 1 2 1 1 1 4 1 1 1

1 3 1 4 1 3 2 3 3 1 3 2 3 2 4 2 4 2 1 2 2 1 2 4 2 2 3 3 3 3 4 3 2 2 2 3 3 4 4 4 3 2 3 2 2 2 1

4 1 3 2 1 2 1 1 2 1 2 1 1 2 2 3 2 2 1 2 1 2 1 1 2 1 2 4 1 1 1 2 1 2 2 1 1 2 1 3 1 1 1 3 2 1 1

1 3 3 3 2 2 1 4 4 3 0 2 1 3 2 2 2 2 3 3 2 1 2 1 3 4 2 2 2 3 4 3 2 3 3 2 1 4 3 3 2 2 3 1 2 4 1

2 0 3 0 0 1 3 0 0 0 0 2 4 0 0 0 2 0 1 0 0 2 0 0 0 0 1 1 0 0 0 1 0 0 0 0 0 0 0 0 0 4 0 1 2 4 1

1 0 2 0 0 2 2 0 0 0 0 1 3 0 0 0 3 0 3 0 0 4 0 0 0 0 2 2 0 0 0 2 0 0 0 0 0 0 0 0 0 3 0 2 1 1 2

2 0 4 0 0 4 1 0 0 0 0 4 2 0 0 0 4 0 4 0 0 3 0 0 0 0 4 3 0 0 0 3 0 0 0 0 0 0 0 0 0 2 0 4 3 3 3

3 0 1 0 0 3 4 0 0 0 2 3 1 0 0 0 1 0 2 0 0 1 0 0 0 0 3 2 0 0 0 4 0 0 0 0 0 0 0 0 0 1 0 3 4 2 4

75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

5 5 5 5 5 5 5 5 5 5 5 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6

1 2 2 2 1 2 2 2 2 2 1 1 2 1 1 1 1 1 1 2 1 2 1 2 1 2

2 2 1 1 2 1 2 2 1 1 2 4 2 2 4 3 2 2 2 2 2 2 2 2 2 2

1 1 2 3 4 2 4 1 2 3 4 4 2 1 1 1 1 4 4 1 2 1 4 1 2 1

5 3 1 1 5 3 3 3 1 1 5 3 1 2 2 3 3 1 5 2 3 3 5 2 3 3

3 6 5 6 6 4 5 6 5 6 6 7 4 4 4 5 5 6 2 5 5 4 2 5 5 4

4 7 4 5 1 5 6 7 4 5 1 2 5 6 5 4 6 3 6 6 6 5 6 6 6 5

7 5 7 7 7 6 7 5 7 7 7 5 7 7 7 7 7 7 7 7 7 7 7 7 7 7

2 2 3 2 2 1 2 2 3 2 2 6 3 3 3 2 4 5 3 3 1 2 3 3 1 2

6 4 6 4 3 7 1 4 6 4 3 1 6 5 6 5 2 2 1 4 4 6 1 4 4 6

2 2 4 2 2 2 2 2 4 2 2 4 2 1 4 2 2 3 2 2 2 2 2 2 2 2

1 2 2 1 2 2 3 2 2 1 2 4 2 2 1 2 2 1 2 2 2 3 2 2 2 3

2 1 4 1 4 1 0 1 4 1 4 3 1 2 3 1 1 1 2 0 2 1 2 0 2 1

2 2 1 2 1 3 2 2 1 2 1 1 3 1 2 2 2 2 3 2 3 3 3 2 3 3

1 1 1 2 4 2 1 1 1 2 4 4 1 1 1 1 1 1 3 1 2 2 3 1 2 2

3 2 1 2 1 3 1 2 1 2 1 4 3 2 4 4 2 1 2 1 2 3 2 1 2 3

2 0 0 0 1 2 0 0 0 0 1 1 0 2 2 4 2 0 1 0 1 0 1 0 1 0

1 0 0 0 2 1 0 0 0 0 2 2 0 1 1 2 3 0 4 0 3 0 4 0 3 0

3 0 0 0 4 3 0 0 0 0 4 3 0 4 3 3 4 0 2 0 4 0 2 0 4 0

4 0 0 0 3 4 0 0 0 0 3 4 0 3 4 1 1 0 3 0 2 0 3 0 2 0

A W A R E N E S S O F S E R V I C E 1 2 2 3 1 1 1 2 2 2 1 1 2 1 2 2 2 2 2 2 1 3 2 1 2 2

C V TI R C C A C U A M O U E D E S S E A S L V L T F M T L T L C O S A R S C C M P R BI A A O T L E LL T R N A E I E N N X S E E F S C C A E T U C R I T T V V I I IC I V O E T E N S Y S 1 2 0 1 3 5 1 3 2 2 0 2 1 3 1 5 4 2 0 4 3 5 2 4 1 3 3 4 4 4 1 5 3 2 3 3 2 5 1 4 1 3 0 4 4 5 1 3 1 2 0 1 3 5 3 4 4 3 3 3 3 4 3 5 2 3 0 3 3 5 2 4 2 3 0 3 3 5 2 4 2 4 3 4 3 4 1 5 1 3 0 3 3 2 5 1 1 3 4 3 3 4 2 5 3 4 0 2 2 5 5 1 2 3 0 3 3 5 1 4 1 3 0 4 4 5 1 4 2 3 4 3 4 1 2 3 1 3 0 4 4 5 1 4 1 4 0 2 3 4 2 5 3 3 0 2 2 4 3 5 1 4 3 4 4 5 1 2 1 3 0 4 2 4 2 5 1 4 0 2 4 3 2 1 1 3 0 3 2 5 1 4 2 2 0 2 1 3 1 5 1 3 0 3 1 4 1 5

B R A N D

C R U O S A T M C I A N R G E A I C M T P I O V R A T T A I N O C N E 4 2 1 2 4 1 1 3 1 2 3 2 2 3 1 4 2 1 2 1 4 2 1 1 3 1 1 3 1 1 3 2 1 3 5 1 3 1 1 4 2 3 2 3 1 2 3 1 5 4 1 2 3 1 1 3 1 1 2 1 4 3 1 1 3 1 5 4 1 2 3 1 2 4 1 2 3 1

B I L L

O PR T R S PR W E I F T C H I N G

1 1 1 4 2 4 1 3 1 1 1 1 1 1 1 1 1 1 1 1 4 3 4 5 1 1

1 1 2 1 2 1 2 1 2 4 1 1 1 1 2 1 2 1 1 1 1 2 1 1 2

C O N _ R E A S

1 5 3 3 4 1 1 1 2 1 2 0 0 2 0 2 0 2 1 3 3 2 1 1 5 1

B N N A H I O O T A L T R L P C R D A C T I C _P C S K L O S A A P U G N Y E E

5 4 2 4 1 4 3 2 4 3 4 0 0 0 0 3 0 3 4 5 2 5 3 3 2 5

2 3 1 1 3 3 4 3 1 2 1 0 0 0 0 4 0 4 2 1 4 1 4 4 4 3

4 1 5 5 2 2 2 5 5 4 5 0 0 0 0 5 0 5 5 4 1 4 2 2 1 4

3 2 4 2 5 5 5 4 3 5 3 0 0 0 0 1 0 1 3 2 5 3 5 5 3 2

0 0 0 4 3 0 0 2 0 0 4 2 1 4 1 0 0 0 0 0 1 0 0 0 0 0

E BI LL

0 0 0 2 2 0 0 4 0 0 3 3 3 2 2 0 0 0 0 0 4 0 0 0 0 0

O S G A O OVER ALL R N M E G C A LI S N E C N N D U KI E E P N R A G T I O O F N O V ER AL L

0 0 0 1 1 0 0 3 0 0 2 4 2 3 3 0 0 0 0 0 2 0 0 0 0 0

0 0 0 3 4 0 0 1 0 0 1 1 4 1 4 0 0 0 0 0 3 0 0 0 0 0

1 1 1 1 2 1 1 2 1 1 2 1 2 2 2 2 2 2 2 2 1 2 1 2 2 2

2 2 2 2 2 2 2 1 2 2 2 2 2 2 1 2 1 2 2 2 2 2 2 1 2 2

1 Good 1 Good 1 POOR 1 Good 1 Ok 2 Ok 1 Ok 1 Good 2 Good 1 Good 1 OK 2 Very Good 1 Ok 1 Ok 1 Good 1 very poor 1 Poor 3 Good 2 Good 1 Good 1 Good 1 Poor 1 Ok 2 Poor 3 Good 1 Ok

2 2 4 2 3 3 3 2 2 2 3 1 3 3 2 5 4 2 2 2 2 4 3 4 2 3

2 1 2 2 2 2 2 2 2 2 2 3 2 1 2 2 2 2

1 3 1 1 1 1 1 3 1 1 2 2 2 1 2 3 2 4

4 3 2 3 3 3 3 4 2 3 3 2 2 3 2 2 1 2

0 4 0 3 0 0 1 4 0 0 0 0 0 4 0 0 0 3

3 4 1 2 2 3 2 2 3 4 2 2 1 3 2 4 4 3

3 3 3 3 2 3 1 3 4 4 1 3 3 3 3 1 1 1

5 5 5 3 4 4 5 3 4 2 4 1 3 5 5 5 5 3

4 1 2 1 1 1 3 2 1 1 1 5 1 4 1 1 1 4

2 3 1 1 3 4 2 2 4 1 3 1 5 2 4 2 2 3 1 2 3 5 1 4 2 1 2 5 4 1 1 5 2 3 2 5 4 3 1 5 2 3 2 2 3 5 1 4 5 2 1 3 2 1 2 4 2 3 1 4 3 2 1 4 2 3 2 5 1 2 2

2 2 1 2 1 2 2 2 2 2 1 2 1 1 1 2 1 2 2 3 2 2 2 1 1 1 2 1

2 3 1 1 2 1 3 2 1 1 2 4 1 2 2 1 1 3 1 2 2 4 2 1 1 1 2 2

1 2 3 3 2 2 2 2 4 3 3 2 2 2 2 3 3 3 2 2 3 3 3 3 3 2 2 3

0 0 0 3 3 0 0 0 0 1 2 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0

4 3 3 4 4 3 3 2 2 2 1 1 3 2 1 2 2 2 1 2 4 2 3 4 2 3 4 4

1 2 4 3 2 4 4 3 2 1 4 2 2 4 1 2 3 3 2 3 1 4 3 3 3 2 2 1

5 5 5 4 5 5 4 5 4 5 4 5 5 4 3 5 4 4 5 4 4 5 5 5 4 5 5 5

1 1 1 2 1 1 1 4 2 3 5 2 2 1 5 1 1 1 2 1 1 2 1 2 1 2 1 1

4 2 2 5 4 2 5 2 5 4 2 4 4 5 4 4 5 5 4 5 5 4 3 4 5 4 4 4

2 3 4 3 3 3 2 3 1 2 3 3 1 2 2 3 2 3 1 3 2 1 2 3 3 1 2 3

3 4 3 1 2 4 3 1 3 1 1 1 3 3 1 2 3 2 3 2 3 3 4 1 2 3 3 2

1 1 1 2 2 1 2 1 1 1 2 1 1 4 1 1 1 1 1 1 1 1 1 1 1 1 1 1

2 1 3 2 1 5 4 4 1 1 2 4 5 3 1 2 5 2 1 3 4 5 1 5 1 3 2 4 1 1 1 5 2 3 4 1 2 1 3 4 5 2 5 1 1 2 3 4 5 2 2 5 4 2 3 1 1 1 0 0 0 0 0 1 0 0 0 0 0 1 1 4 5 1 2 3 2 1 2 5 4 3 1 1 1 0 0 0 0 0 2 2 5 4 3 2 1 1 2 1 4 2 5 3 1 1 0 0 0 0 0 4 1 0 0 0 0 0 3 1 1 3 4 2 5 4 4 2 2 3 4 5 1 1 1 5 1 4 3 2 1 1 0 0 0 0 0 4 1 3 4 2 5 1 3 1 0 0 0 0 0 1 1 4 3 2 1 5 1 2 2 5 3 4 1 1 2 1 4 2 5 3 1 1 3 2 1 4 5 4 1 1 2 3 4 5 1 3 1 5 4 3 2 1 2 1 5 3 2 4 1 2 1 2 3 5 4 1 3 5 1 4 2 1 2 2 3 5 4 1 1 2 4 3 2 5 1 3 5 4 3 2 1 1 3 3 4 2 5 1 1 2 1 5 2 4 3 1 1 0 0 0 0 0 1 4 0 0 0 0 0 4 1 1 5 4 3 2 1 2 2 3 5 4 1 2 4 3 1 5 2 2 2 1 5 2 4 3 1 2 1 2 3 5 4 1 1 5 1 3 4 2 1 1 3 4 1 5 2

0 4 0 3 0 0 4 1 0 0 0 0 0 4 0 0 0 4

0 3 0 4 0 0 3 2 0 0 0 0 0 3 0 0 0 2

0 1 0 2 0 0 1 4 0 0 0 0 0 2 0 0 0 3

0 2 0 1 0 0 2 3 0 0 0 0 0 1 0 0 0 1

2 1 2 2 1 1 1 1 2 1 1 1 2 1 1 1 1 1

2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2

1 Ok 2 Good 1 Good 1 Good 2 Ok 2 OK 2 Good 1 Poor 1 OK 1 Good 2 Good 1 Poor 1 OK 1 Very Good 1 Ok 2 OK 1 Good 1 OK

3 2 2 2 3 3 2 4 3 2 2 4 3 1 3 3 2 3

4 3 1 4 2 4 0 0 0 4 4 0 0 4 4 2 4 0 0 0 0 4 4 0 0 0 4 2

2 2 3 3 3 3 0 0 0 3 2 0 0 3 1 3 2 0 0 0 0 1 3 0 0 0 3 3

1 4 4 1 1 2 0 0 0 1 1 0 0 2 2 4 3 0 0 0 0 2 1 0 0 0 2 4

3 1 2 2 4 1 0 0 0 2 3 0 0 1 3 1 1 0 0 0 0 3 2 0 0 0 1 1

1 1 1 1 2 2 2 2 2 1 1 2 2 1 2 2 2 2 2 1 1 1 2 2 2 2 2 1

2 2 2 2 2 1 3 2 3 2 2 2 2 2 2 2 2 3 2 2 2 2 2 2 2 2 2 2

1 OK 1 OK 1 OK 2 Poor 1 Good 1 Good 3 Poor 1 Ok 4 Good 1 Good 2 Good 1 Good 1 Ok 2 Ok 1 Ok 2 Good 4 Ok 4 OK 1 Very Good 3 Ok 1 Ok 1 Good 1 Good 1 Ok 1 Very Good 1 Good 1 Good 2 Good

3 3 3 4 2 2 4 3 2 2 2 2 3 3 3 2 3 3 1 3 3 2 2 3 1 2 2 2

2 2 2 1 2 2 1 2 1 1 2 2 1 3 1 1 1 2 1 1 2 2 2 1 2 2 2 1

1 2 2 3 2 1 2 3 2 3 2 1 2 4 1 3 2 1 1 1 1 1 1 3 1 1 1 3

3 3 3 4 1 2 2 2 3 4 1 2 2 4 3 3 4 2 3 4 3 3 3 3 3 3 3 3

3 3 2 0 0 0 3 0 0 0 0 0 3 4 0 4 3 3 4 4 3 0 3 0 3 0 3 0

3 3 3 4 2 4 4 1 4 4 2 4 4 3 4 4 1 3 4 4 4 4 4 1 4 4 4 1

3 1 2 4 2 3 3 2 3 4 2 3 3 4 1 3 4 2 4 4 4 3 3 3 4 3 3 3

4 5 5 5 3 4 3 5 4 5 3 4 3 5 4 5 5 5 4 3 5 4 5 5 5 4 5 5

1 4 1 1 1 2 1 1 1 1 1 2 1 3 1 1 2 2 1 1 1 1 1 1 1 1 1 1

5 2 3 4 5 5 5 3 5 4 5 5 5 4 5 4 3 3 5 5 4 5 4 3 4 5 4 3

2 3 2 2 4 3 2 4 3 2 4 3 2 2 2 3 4 1 3 4 3 2 3 2 3 2 3 2

3 1 4 3 2 1 4 2 2 3 2 1 4 1 3 2 1 4 2 2 2 3 2 4 2 3 2 4

1 1 1 1 4 1 1 1 1 1 4 1 1 2 1 1 1 2 1 1 1 1 2 1 1 1 2 1

2 2 3 1 1 2 1 2 1 1 2 3 1 3 2 1 1 1 1 3 1 1 3 1

1 1 1 1 2 1 2 1 1 1 2 1 2 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2

2 5 1 0 2 0 5 1 0 0 2 0 5 0 3 0 1 1 2 2 1 3 3 2 1 3 3 2

4 4 2 0 3 0 4 5 0 0 3 0 4 0 5 0 2 4 3 3 2 5 4 5 2 5 4 5

3 3 4 0 4 0 1 2 0 0 4 0 1 0 1 0 5 3 5 5 3 1 2 3 3 1 2 3

5 1 5 0 5 0 3 4 0 0 5 0 3 0 4 0 4 2 4 4 5 4 5 4 5 4 5 4

1 2 3 0 1 0 2 3 0 0 1 0 2 0 2 0 3 5 1 1 4 2 1 1 4 2 1 1

4 4 4 0 1 0 4 4 0 0 1 0 4 2 0 2 4 1 3 1 4 0 4 1 4 0 4 1

3 1 3 0 3 0 1 2 0 0 3 0 1 3 0 3 1 3 1 3 2 0 2 2 2 0 2 2

1 2 2 0 4 0 3 3 0 0 4 0 3 4 0 1 2 4 2 4 3 0 3 3 3 0 3 3

2 3 1 0 2 0 2 1 0 0 2 0 2 1 0 4 3 2 4 2 1 0 1 4 1 0 1 4

1 1 1 2 1 2 2 2 2 1 2 2 2 2 1 1 1 1 2 2 2 2 1 1 1 1 2 1

2 2 2 2 2 2 3 3 2 2 2 2 2 2 3 2 3 2 2 2 2 2 2 2 2 2 2 2

1 Good 1 Ok 1 Ok 1 OK 2 Ok 1 Ok 3 Poor 2 Ok 1 Ok 4 Ok 1 Good 2 Good 1 Ok 1 Poor 4 Ok 1 Ok 2 Poor 4 Ok 1 Ok 1 OK 1 Very Good 1 Ok 2 Ok 1 Good 1 Good 1 Ok 1 Very Good 1 Poor

2 3 3 3 3 3 4 3 3 3 2 2 3 4 3 3 4 3 3 3 1 3 3 2 2 3 1 4