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SUBMITTED TO :-

Ashok Kumar Dwivedi

SUBMITTED BY :-

CONSUMER PREFERENCE TOWARDS MOBILE

PHONE SERVICE PROVIDERS IN LUCKNOW WITH

REFERANCE OF AIRTEL

Prof. Dr. Bobby W. Lyall

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The telecommunication is the largest factor in influencing the speed of life in the

modern age. Today we can get connected with any corner of world through the

 push button of computer. Exchange of information has become the necessity of

life to a common man. In the modern world an individual tends to communicate

anything to everyone right from the place where he/she stands. Cell phones have

emerged as a boon to quench such a thirst, by providing various facilities, which acommon man cannot imagine. Though cell phone industry has its origin in the

recent past, the growth has been excellent. ay by day many new competitors

enter the mar!et with new attractive schemes, provide additional facilities, add

new features to existing ones, reduce the charges for incoming and outgoing calls,

introduce varieties of handsets, models a healthy competition that benefits thesubscribers. This enables to gain awareness about their mar!et performance,

consumer preference and their satisfaction level towards the service offer by them.

The study at hand will throw light on the customer satisfaction status on various

service offered by different mobile connection.

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Telecom giant "harti #irtel is the flagship company of "harti Enterprises. The "harti $roup has a

diverse business portfolio and has created global brands in the telecommunication sector."harti hasrecently forayed into retail business as "harti %etail &vt. 'td. under a (o) with *al+(art for the cash

carry business. It has successfully launched an international venture with E'%othschild $roup to

export fresh agri products exclusively to mar!ets in Europe and )-# and has launched "harti ##

'ife Insurance Company 'td under a oint venture with ##, world leader in financial protection and

wealth management. #irtel comes from "harti #irtel 'imited0 "harti #irtel is one of the leading

alternative providers of telecommunications services in India and the first private telecom services

 provider with footprint in all the 12 telecom circles. "harti#irtel since its inception has been at the

forefront of technology and has steered the course of the telecom sector in the country with its world

class products and services. The businesses at "harti#irtel have been structured into three individual

strategic business units 3-")s4 + (obile -ervices, #irtelTelemedia -ervices Enterprise -ervices. The

mobile business provides mobile fixed wireless services using $-( technology across 12Telecom

circles while the #irtelTelemedia -ervices business offers broadband telephone services in 56Cities.

The Enterprise services provide end+to+end telecom solutions to corporate customers and national

international long distance services to carriers. #ll these services are provided under the #irtel brand

.#irtel comes from "harti#irtel 'imited, one of #sians leading integrated telecom services providers

with operations in 78 countries across #sia and #frica. "harti#irtel since its inception has been at the

forefront of technology and has pioneered several innovations in the telecom sector. The company is

structured into four strategic business units +Mobile Tele!e"ia E#$er%ri&e a#" Di'i$al TV .

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OB(ECTIVE OF THE STUD)OB(ECTIVE OF THE STUD)

To !now the customer perception, choice and preference regarding various

services provider.

To !now about the awareness level of consumers regarding their mobile

connections service provider 

To ascertain the services that consumer prefer in selecting a particular mobile

connection service provider.

Comparative measurement of customer satisfaction level for various services

 provider available in 'uc!now region.

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To understand the main problems faced by the customer while using

 paticular services provider.

To !now the features of a cellular service those attracts a customer most.

To !now the level of customer loyalty regarding his service provider.

To !now the media which affects the customer most while ma!ing there

decision of using a cellular service.

To study the factors affecting the purchase decision.

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escriptive %esearch

I!%or$a#*e of De&*ri%$i+e Re&ear*,

These are able to describe the characteristic of certain groups.

-pecific predictions are possible

Can study relationship between two or more variables.

These designs are used for some definite purpose. # number of mar!eting research studies are

 based on such designs. It is focused on the accurate description of the variables present in the problem.

These designs try to find a complete and accurate description of a problem situation by

 providing specified methods for selecting the sources of information and the procedure for

collecting data from these sources. The data is collected in such a manner that the ambiguous

nature of cause and effect relationship in the phenomenon is reduced to maximum extent.

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DATA COLLECTION METHOD

ata collection methods are generally two types9

&rimary ata-econdary ata

 Primary Data:- 

&rimary data is the data that a researcher themselves by use of survey or interview methods. It

is gathered for specified purpose or for a specific research proect. It can be collected by two

research instruments9+ 

(echanical evices 3observation method4

:uestionnaire (ethod

 Secondary data:-

%egarding secondary data, company;s website was surfed0 competitor;s brochures werecollected and consulted. &erformance reports were analy

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TOOLS AND TECHNI-UES

The data was collected through questionnaire method and personal interview. #gain the research

is descriptive type. The analysis is done through the tabular and graphical representation.

SAMPLE SIE

The total sample si. These si

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FINDIN/S0. Mo&$ of $,e re&%o#"e#$& are 1&i#' Air$el 23456 a#" 375 of re&%o#"e#$& are 1&i#'

Vo"afo#e. O$,er& are 1&i#' $,e &er+i*e& of "iffere#$ *ell %,o#e &er+i*e %ro+i"er&

3. O# $,e ba&i& of %1r*,a&i#' $,e *ell %,o#e& 835 of $,e re&%o#"e#$& are i#"1*e" by

fa!ily !e!ber& 9 :;5 of re&%o#"e#$& are i#"1*e" by frie#"&. 

:. Mo&$ of $,e *1&$o!er& %refer /SM &er+i*e&.

8.

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7. "-@', %eliance customers are highly dissatisfied about the performance

of the service provider. -o they should try to add some advanced

features in their services.

1. Idea should enhance its networ! coverage should control on their too

much calls messages from service centre.

2. #ll the service providers should emphasis on good advertisements for

their services. "ecause, advertisements are very useful effective

means for influencing the consumers.

6. #ll the service providers should try to increase post paid users.

=. (ost of the people are unaware about the various services rendered by

their service provider. -o the service providers should try to create

awareness of their customers services to their customers.

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This study attempts to find out the satisfaction of consumer regarding mobile

service providers. This decade, most of the people using cell phones. -o,

service providers are increasing their efficiency in more levels. -o

service provider should over come one another;s competition. -o, it

leads to adding new features, schemes, periodical offers to their services

that they are providing to their consumers. -o, the consumers get

maximum benefit from their service provider. @ow+a+days, cell phones

have become necessity to all. "ecause, it gives safety a feeling of

 belongingness attachment to the men and women.

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-ample si

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