Asif Shan

TABLE OF CONTENT EXECUTIVE SUMMARY ..................................................................................................... 1 INTRODUCTION AND THEORETICAL BACKGROUND OF THE PROJECT . 2 I. 1.1 Introduction .................................................................................................................... 2 1.2 Literature Review .......................................................................................................... 4 II. RESEARCH METHODOLOGY ............................................................................... 6 2.1 Objectives of the Study .................................................................................................. 6 2.2 Scope of the Study .......................................................................................................... 6 2.3 Research Design ............................................................................................................. 6 2.4 Sampling Plan................................................................................................................. 7 2.5 Data Collection ............................................................................................................... 7 2.6 Questionnaire format..................................................................................................... 7 2.7 Hypothesis generated ..................................................................................................... 7 2.8 Statistical tools used ....................................................................................................... 8 2.9 Limitations of the study ................................................................................................. 8 III. PROFILES ................................................................................................................... 9 3.1 Industry Profile .............................................................................................................. 9 3.1.1 Evolution of the industry and milestones .............................................................. 9 3.2 Company Profile .......................................................................................................... 11 IV. ANALYSIS AND INTERPRETATION OF DATA................................................ 15 4.1 Data Analysis and Interpretation (Retailers) ............................................................ 15 4.2 Data Analysis and Interpretation (Customers) ......................................................... 29 Statistical Tests ................................................................................................................... 50 FINDINGS AND CONCLUSIONS .............................................................................. 54 V. 5.1 Findings......................................................................................................................... 54 5.2 Conclusion .................................................................................................................... 55 VI. SUGGESTIONS AND RECOMMENDATIONS.................................................... 56 ANNEXURE ........................................................................................................................... 57 BIBLIOGRAPHY .................................................................................................................. 60 i LIST OF TABLES Table III-1 Evolution & Milestones of Telecom -------------------------------------------10 Table III-2 Subscriber base of Vodafone ---------------------------------------------------13 Table IV-1 Data sales across operators -----------------------------------------------------15 Table IV-2 Data plan preference -------------------------------------------------------------16 Table IV-3 4G recommendation -------------------------------------------------------------17 Table IV-4 Reason for recommending Vodafone 4G -------------------------------------18 Table IV-5Reason for recommending Idea 4G---------------------------------------------19 Table IV-6 Reason for recommending Airtel 4G -----------------------------------------20 Table IV-7 Type of customers ---------------------------------------------------------------21 Table IV-8 Fastest 4G network---------------------------------------------------------------22 Table IV-9 Retailer's personal SIM ----------------------------------------------------------23 Table IV-10 SuperNet Awareness -----------------------------------------------------------24 Table IV-11 Vodafone 4G speed awareness -----------------------------------------------24 Table IV-12 Promotional data offers ranking ----------------------------------------------25 Table IV-13 Age group of customers -------------------------------------------------------29 Table IV-14 Gender of customers -----------------------------------------------------------30 Table IV-15 Occupation of customers ------------------------------------------------------31 Table IV-16 Marital status of customers ----------------------------------------------------32 Table IV-17 Number of smartphone user ---------------------------------------------------33 Table IV-18 Number of mobile internet users ---------------------------------------------34 Table IV-19 Frequency of data recharge ----------------------------------------------------35 Table IV-20 Monthly data recharge spending ----------------------------------------------36 Table IV-21 Service provider of respondents ----------------------------------------------37 Table IV-22 Reason for selecting service provider ----------------------------------------38 Table IV-23 Satisfaction level of Vodafone ------------------------------------------------39 Table IV-24 Satisfaction level of Idea ------------------------------------------------------40 Table IV-25 Satisfaction level of Airtel -----------------------------------------------------41 Table IV-26 Satisfaction level of BSNL ----------------------------------------------------42 Table IV-27 Satisfaction level of Docomo -------------------------------------------------43 Table IV-28 Satisfaction level of Reliance -------------------------------------------------44 Table IV-29 4G usage of respondents -------------------------------------------------------45 Table IV-30 4G service provider of respondents ------------------------------------------46 Table IV-31 4G preference -------------------------------------------------------------------47 Table IV-32 Reason for 4G preference -----------------------------------------------------48 Table IV-33 Data consideration of respondents--------------------------------------------49 ii LIST OF FIGURES Figure I-1 General Background of the Project ---------------------------------------------- 3 Figure IV-1 Data sales across operators ----------------------------------------------------15 Figure IV-2 Data plan preference ------------------------------------------------------------16 Figure IV-3 4G recommendation ------------------------------------------------------------17 Figure IV-4 Reason for recommending Vodafone 4G ------------------------------------18 Figure IV-5 Reason for recommending Idea 4G -------------------------------------------19 Figure IV-6 Reason for recommending Airtel 4G -----------------------------------------20 Figure IV-7 Type of customer ----------------------------------------------------------------21 Figure IV-8 Fastest 4G network--------------------------------------------------------------22 Figure IV-9 Retailer's personal SIM ---------------------------------------------------------23 Figure IV-10 Vodafone's data rank ----------------------------------------------------------25 Figure IV-11 Idea's data rank ----------------------------------------------------------------26 Figure IV-12 Airtel's Data rank --------------------------------------------------------------26 Figure IV-13 BSNL's data rank --------------------------------------------------------------27 Figure IV-14 Docomo's data rank -----------------------------------------------------------28 Figure IV-15 Reliance's data rank -----------------------------------------------------------28 Figure IV-16 Age group of customers ------------------------------------------------------29 Figure IV-17 Gender distribution of customers --------------------------------------------30 Figure IV-18 Occupation of customers -----------------------------------------------------31 Figure IV-19 Marital status of customers ---------------------------------------------------32 Figure IV-20 Number of smartphone users -------------------------------------------------33 Figure IV-21 Mobile internet users ----------------------------------------------------------34 Figure IV-22 Frequency of data recharge ---------------------------------------------------35 Figure IV-23 Monthly data recharge spending ---------------------------------------------36 Figure IV-24 Service provider of respondents ---------------------------------------------37 Figure IV-25 Reason for selecting service provider ---------------------------------------38 Figure IV-26 Satisfaction level of Vodafone -----------------------------------------------39 Figure IV-27 Satisfaction level of Idea -----------------------------------------------------40 Figure IV-28 Satisfaction level of Airtel ----------------------------------------------------41 Figure IV-29 Satisfaction level of BSNL ---------------------------------------------------42 Figure IV-30 Satisfaction level of Docomo ------------------------------------------------43 Figure IV-31 Satisfaction level of Reliance ------------------------------------------------44 Figure IV-32 4G usage of respondents ------------------------------------------------------45 Figure IV-33 4G service provider of respondents -----------------------------------------46 Figure IV-34 4G preference ------------------------------------------------------------------47 Figure IV-35 4G preference among respondents ------------------------------------------48 Figure IV-36 Data consideration of respondents-------------------------------------------49 iii EXECUTIVE SUMMARY The main aim of this study is to create a leverage on Vodafone’s 3G and 4G market to attain more customer subscription. For that purpose it is required to find out the differences in the current market when compared with the competitors. Thus, this study comprises of data collection from both retailers and customers using separate questionnaires. This study is limited to the area of Calicut. Sample size is 100 retailers and 200 customers. The data collected through questionnaires are considered as quantitative data and the data collected through market observation study is considered as qualitative data. In the light of this study, it was found that Idea is the most selling internet provider and the fastest 4G network in Calicut. Vodafone is the most recommended 4G network by the retailers and most of the customers who responded to questionnaires are using Vodafone. All these because, according to them, Vodafone have better network coverage. In network coverage and internet speed, Idea has the most customer satisfaction level. In call rate and internet cost, Docomo has the most customer satisfaction level. On the basis of the above findings, the following recommendations can be made. Vodafone should provide more special data offers like Idea. (i.e. Idea is providing data offers with double data volume half in 3G/4G and half in 4G only.). Providing more benefits to retailers will encourage them to recommend Vodafone’s 4G to the customers. As most of the retailers are not aware of the Vodafone’s SuperNet and its features, it is better to provide more visible hoardings in retail outlets mentioning Vodafone SuperNet and its benefits and features. And also educate the retailers with the same. Make the USSD code for checking data balance, a little more convenient. 1 I. INTRODUCTION AND THEORETICAL BACKGROUND OF THE PROJECT 1.1 Introduction In today’s world, voice call is just a byproduct of data. At present, people are more emphasized on internet than any other means of communication. Indian telecommunication sector is facing a rapid growth especially in the internet. That growth leads the Indian telecommunication sector to provide more affordable data plans in both 3G and 4G networks. India’s 3G and 4G subscribers are expected to expand to 300 million by March 2018. These 300 million subscribers will create 60% of sector revenues. As of now, Bharti Airtel and Reliance Jio are the only operators with panIndia 4G spectrum in 2300 MHz . Customer subscription to mobile broadband i.e., 3G and 4G network adoption is dependent on smartphone penetration to the markets, data network speeds, availability and affordability of various data plans. Recent researches expect that total smartphone population will rise from 220 million at present to 350 million by March 2018, of which 210 million will be 4G. This project aims at creating a leverage on Vodafone’s own 3G/4G market to attain more customer acquisition. For that purpose a market study has been conducted. This project is divided into three phases viz. 1. Market observation 2. Data collection 3. Data analysis & interpretation 2 • Working with DSEs • Observation of Distribution System • Analysis of market position Market Observation • Questionnaire for retailers • Questionnaire for customers • Data collection using questionnaire Data Collection Data Analysis and Interpretation Figure I-1 Structure of the Project 3 • Data analysis using statistical tools • Interpretation of the results 1.2 Literature Review Mobile communication is one of the hottest areas and it is developing extremely fast in present times, thanks to the advances of technology in all fields of mobile and wireless communications. The use of 3G mobile communication systems seem to be the standard, while 4G stands for the next generation of wireless and mobile communications. (K. Kumaravel, 2011) A number of technologies currently exist to provide users with high-speed digital wireless connectivity. These two standards provide very high-speed network connections over short distances, typically in the tens of meters. The goal is the same: long-range, high-speed wireless, which for the purpose of this report will be called 4G, for fourth-generation wireless system. Fourth-generation wireless needs to be standardized due to its enticing advantages to both users’ and providers. Each generation is characterized by new frequency bands, higher data rates and nonbackwards compatible transmission technology. The first release of the 3GPP Long Term Evolution (LTE) standard does not completely fulfill the ITU 4G requirements called IMT-Advanced. First release LTE is not backwards compatible with 3G, but is a pre-4G or 3.9G technology, however sometimes branded "4G" by the service providers. (B. KiranKumar, 2012) Wireless services have the highest demand in wireless and internet world. Mobile phones are rapidly becoming the preferred means of personal communication. Every generation technology has some platform for its development as a reason. 1G was based on analog signaling whereas 2G on low-band digital data signaling. The 3G technology was developed to overcome the faults of 1G & 2G technologies. 3G finds application in wireless voice telephony, mobile Internet access, fixed wireless internet access, video calls and mobile TV. The 4G system provides mobile ultra-broadband, internet access with very high speed data rate. (Shipra Gupta, 2013) The fifth generation wireless 5G development initiative is based upon 4G, which at present is struggling to meet its performance goals. The comparison between 3G and 4G wireless communication systems in relation to its architecture, speed, frequency band, switching design basis and forward error correction is studied, and were discovered that their performances are still unable to solve the unending problems of 4 poor coverage, bad interconnectivity, poor quality of service and flexibility. An ideal 5G model to accommodate the challenges and shortfalls of 3G and 4G deployments is discussed as well as the significant system improvements on the earlier wireless technologies. The radio channel propagation characteristics for 4G and 5G systems is discussed. Major advantages of 5G network in providing myriads of services to end users personalization, terminal and network heterogeneity, intelligence networking and network convergence among other benefits are highlighted. The significance of the study is evaluated for a fast and effective connection and communication of devices like mobile phones and computers, including the capability of supporting and allowing a highly flexible network connectivity. (Olumuyiwa Oludare, 2014) 5 II. RESEARCH METHODOLOGY Methodology is the systematic, theoretical analysis of the methods applied to a field of study. It comprises the theoretical analysis of the body of methods and principles associated with a branch of knowledge. Typically, it encompasses concepts such as theoretical model, phases and quantitative or qualitative techniques. A methodology does not set out to provide solutions - it is, therefore, not the same as a method. Instead, a methodology offers the theoretical underpinning for understanding which method, set of methods, or so-called “best practices” can be applied to specific case. 2.1 Objectives of the Study 1. To analyze the 3G and 4G market of Vodafone and its main competitors such as Idea and Airtel. 2. To examine the opinions and expectations of customers using Vodafone’s 3G and 4G network. 3. To create a leverage in Vodafone’s 3G and 4G market to gain more subscriptions. 2.2 Scope of the Study Telecommunication plays a vital role in the day to day life of everyone and every small and large scale businesses. The competition in the telecommunication industry is very vast. The recent trend in this industry is 4G. That means customers are giving more emphasis on internet usage and the network speed. So it is very important to analyze the 3G and 4G markets to create a leverage on Vodafone’s own 3G and 4G market in Calicut. 2.3 Research Design A Descriptive Research was carried out for this study. This was done through Survey Method. Retailers and customers responded to the questions administrated through separate questionnaires. 6 2.4 Sampling Plan Population: - For this study, customers and retailers are selected using random. Only the retailers in the retail outlets of Vodafone in Calicut city and customers surrounding that were considered for the study. Sample size: - Sample size used for data collection are; 100 retail outlets of Vodafone in Calicut city has been covered using questionnaires. 200 mobile users in Calicut has been covered using questionnaires. 2.5 Data Collection The Primary Data for the study was collected using Questionnaires issued to retailers and customers in Calicut city. Secondary Data are those which have already been collected by some other studies or by any agencies and/or which have already been processed and easily available. Secondary data are obtained through internet, company brochures and recharge plans. 2.6 Questionnaire format For the data collection from the retailers, a questionnaire containing 10 questions has been used. For the data collection from customers, a questionnaire containing 12 questions has been used, and their responses to each question have been analyzed and interpreted separately. 2.7 Hypothesis generated There exists no significant difference in the perception of customers regarding their respective service providers in respect of the various services (Call rates, Network, Speed, Cost, Value added services) provided by them. Customers of different service providers does not differ significantly in terms of their consideration towards various factors associated with data recharge facility. 7 2.8 Statistical tools used Statistical tools used in this project are ANOVA and ONE-WAY ANOVA 2.9 Limitations of the study • The study is limited to the Calicut city only. So the results of this study may not be applicable in other areas of the market where the subscription base and network speed of the telecom service providers could vary. • Since the study needs to be completed within three months, a detailed and indepth research was difficult to conduct, this might affect the accuracy of the result of the study. 8 III. PROFILES 3.1 Industry Profile The Indian telecommunication industry, with more than one billion mobile phone connections as of April 2016, is the second largest telecommunication network in the world. The Indian telecommunication industry is one of the fastest growing in the world and bypassed United States in 2016. Projection by several leading global consultancies is that India’s telecom network will overtake China’s in the next few years. For the past decade or so, telecommunication activities have gained momentum in India. Efforts have been made from both governmental and non-governmental platforms to enhance the infrastructure. The idea is to help modern telecommunication technologies to serve all segments of India’s culturally diverse society, and to transform it into a country of technologically aware people. 3.1.1 Evolution of the industry and milestones Year Milestones 1851 First operational land lines were laid by the government near Calcutta (seat of British power) 1881 Telephone service introduced in India 1883 Merger with the postal system 1923 Formation of Indian Radio Telegraph Company (IRT) 1932 Merger of ETC and IRT into the Indian Radio and Cable Communication Company (IRCC) 1947 Nationalization of all foreign telecommunication companies to form the Posts, Telephone and Telegraph (PTT), a monopoly run by the government’s Ministry of Communications. 1985 Department of Telecommunications (DOT) established, an exclusive provider of domestic and long-distance service that would be its own regulator (separate from the postal system) 1986 Conversion of DOT into two wholly government-owned companies: the Videsh Sanchar Nigam Limited (VSNL) for international telecommunications and Mahanagar Telephone Nigam Limited (MTNL) for service in metropolitan areas. 1994 National Telecom Policy announced. 1997 Telecom Regulatory Authority of India (TRAI) established. 1999 Cellular Services are launched in India. New National Telecom Policy is adopted. 2000 DOT becomes a corporation, BSNL. 2002 Tata Teleservices Ltd. Acquires Hughes Tele.com(I) Ltd. 9 2002 Tata Teleservices Ltd launches services in Delhi, Gujarat, Karnataka and Tamil Nadu- new licenses issued after NTP 1999. 2002 Reliance Information Ltd launches services across 17 circles on a country wide basis in phased manner. 2004 Broadband policy announced. 2005 Non-stop Mobile [two year plan] introduced by Tata Teleservices. 2005 Lifetime Tariff plans launched. 2006 Mobile Subscribers Crossed 100 Million. 2010 3G spectrum auction begin 2011 MNP expanded to all 22 circles by the Hon’ble Prime Minister 2012 Green Technology in Telecom Sector. 2012 Auction of spectrum in 1800 & 800 MHz 2014 Consolidated guidelines on Unified License 2014 - • Merger/Transfer Guidelines • Auction of Spectrum in 1800/900 Auction of spectrum in 2100,1800,900 & 800 MHz bands • Subscriber base crosses 1 Million mark • Launch of Digital India week by the Hon’ble Prime Minister • Launch of Full Mobile Number Portability. Table III-1 Evolution & Milestones of Telecom 10 3.2 Company Profile Vodafone India Ltd. is the second largest mobile network operator in India by subscriber base, after Airtel with a market share of 18.42%. It is headquartered in Mumbai, Maharashtra. It has approximately 194 million customers. It offers both prepaid and postpaid GSM cellular phone coverage throughout India with better presence in the metros. Vodafone India provides services on the basis of 900 MHz and 1800 MHz digital GSM technology. Vodafone India launched 3G services in the country in the January–March quarter of 2011 and plans to spend up to $500 million within two years on its 3G networks. It has already launched its 4G services in Kolkata, Mumbai, Delhi, Kochi and many other cities across India. Vodafone India Limited was formerly known as Vodafone Essar Limited and changed its name to Vodafone India Limited in October 2011. The company was incorporated in 1992 and is based in Mumbai, India with design stores in Ambala and Narnaul, India. Vodafone India Limited operates as a subsidiary of Vodafone Group Plc. Company’s Vision: “To be the communication leader in an increasingly connected world.” Company’s Mission: Empower customers to be confidently connected. Company’s Motto: “To be the most loved telecom service provider in India” “Vodafone will delight their customers through the simplest and most effortless experience… Always.” • Aspirational brand • Differentiated superior service • Smart, trusted network • Simple and efficient processes 11 Mobile services: 3G On 19 May 2015, the 3G spectrum auction in India ended. Vodafone paid₹- million (the second highest amount in the auctions) for spectrum in 9 circles. The circles it will provide 3G in are Delhi, Gujarat, Haryana, Kolkata, Maharashtra & Goa, Mumbai, Tamil Nadu, Uttar Pradesh (East) and West Bengal. On 16 March 2011, Vodafone launched 3G services in Uttar Pradesh (East) in the city of Lucknow. It was the fifth private operator (seventh overall) to launch 3G services in the country, following Tata Docomo, Reliance Communications, Airtel, and Aircel. On 23 June 2011 Vodafone launched 3G service in Kerala by joining with Idea in an Intra Circle Roaming agreement. Initially Vodafone 3G services will be available in the following cities in Kerala – Ernakulam, Aluva, Palakkad, Thrissur, Calicut, Koyilandy, Alappuzha, Cherthala, Malappuram and Manjeri. On 28 June 2012, Vodafone launched a new international roaming package under which the users shall have not to pay multiple rentals in the countries they are visiting. 4G On 8 December 2015, Vodafone announced the roll out of its 4G network in India on 1800 MHz band, starting from Kochi, Kerala. M-Pesa M-Pesa, branded as M-Paisa (the paisa being the largely unused subunit of the Indian rupee), was launched in India as a close partnership with HDFC bank in November 2011. Development for the bank began as early as 2008. The service continues to operate in a limited geographical area in India. Vodafone India had partnered with both HDFC and ICICI, ICICI launched M-Pesa on April 18, 2013. Vodafone plans to rollout this service throughout India. The user needs to register for this service by paying 100 Rupees and there are charges levied per M-Pesa transaction. They can get recharge mobiles and DTH from M-pesa and also they can transfer the money to other users and other banks also. 12 Subscriber base of Vodafone across states: Subscriber Base Statistics as on September, 2014 Telecom Circle No. of Telecom Circle Subscribers West Bengal Uttar Pradesh(West) Uttar Pradesh(East) 11,165,667 Kerala 8,999,073 Karnataka No. of Subscribers 6,067,506 6,452,620 14,526,236 Jammu & Kashmir 666,009 Tamil Nadu 9,777,927 Himachal Pradesh 475,329 Rajasthan 8,565,366 Haryana 4,437,015 Punjab 4,309,853 Gujarat 15,801,117 Odisha 2,789,575 Goa North East Mumbai Maharashtra Madhya Pradesh & Chhattisgarh Kolkata 7,134,576 928,563 Delhi 8,449,120 6,160,353 Chennai 2,091,411 12,977,123 Bihar 6,381,278 4,101,877 Assam 2,188,073 4,084,284 Andhra Pradesh 2,224,689 Table III-2 Subscriber base of Vodafone Total number of Vodafone India Subscribers: 141,519,840, i.e. 21.54% of the total 657,158,013 Indian mobile phone subscribers. 13 Vodafone India has received several awards and recognition across different segments:  Vodafone India received Award for Excellence in Talent Management at Economic Times HR Excellence Summit (Nov 7, 2014)  Vodafone India receives ‘Top MNC for Leaders’ in India 2014 award –study conducted by AON Hewitt in partnership with Economic Times (Sept 2014)  Vodafone is ‘India’s Most Admired Marketer’ –recognized by Economic Times –Brand Equity Agency Reckoner Study 2014 (Sept 2014)  Vodafone India recognized as the Most Admired Company in Telecom sector – Fortune India –Hay Group survey 2014 (Sept 2014)  Great Place to Work® Institute in India in partnership with The Economic Times Study Vodafone India recognized as one of ‘India’s Best Companies to Work For 2014: (June 2014)  At Asia Retail Congress 2014, Vodafone India won the award for ‘Retailer of the Year’ (Feb 2014)  Recognized as the Most Trusted Brand in Telecom Category and among the Top 20 brands in the country – Brand Trust Report 2014 by Trust Research Advisory (Jan 2014) 14 IV. ANALYSIS AND INTERPRETATION OF DATA 4.1 Data Analysis and Interpretation (Retailers) 4.1.1. Data sales of different mobile operators More data sales Count Vodafone 24 Idea 37 Airtel 6 BSNL 19 Docomo 14 Total 100 Table IV-1 Data sales across operators Chart showing which company’s data is selling more across the retailers Data Sales 14% 24% 19% 6% Vodafone Idea 37% Airtel BSNL Docomo Figure IV-1 Data sales across operators Interpretation: Out of 100 retailers, 37% of retailers said that Idea’s data recharges and data cards are selling more, followed by Vodafone with 24%, BSNL 19%, Tata Docomo 14% and Airtel 6%. 15 4.1.2. Most preferred data card/data recharges Data plans (in Rupees) Service 50- Providers >=200 100-199 80-99 79 40-49 20-39 SO Vodafone 10 0 2 2 20 66 0 Idea 8 1 1 2 32 54 2 Airtel 5 1 0 11 26 55 2 BSNL 0 8 1 84 5 1 1 Docomo 0 5 3 10 33 46 3 *SO= Special Offers. Table IV-2 Data plan preference The above table shows the percentage of customer preference in each data plan across providers. Figure IV-2 Data plan preference Data plan preference SO Data plan in Rupees - >=200 0 10 Docomo 20 30 BSNL 40 Airtel 50 60 70 Idea Vodafone 80 Interpretation: 66% of the Vodafone’s data sale is in the category 20-39, that is data plan worth Rs.29 is selling more. For Idea, Airtel and Docomo also, data plan worth Rs.29 is selling more among the retailers. But 84% of BSNL’s data sale is on the category 50-79 and it comprises of data plans 51, 57 and 78. Among them data plan worth Rs.51 is selling more, according to 41% of the retail outlets. 16 90 4.1.3. Most recommended 4G connection by the retailers 4G Recommendation Number of Retailers recommended Vodafone 50 Idea 42 Airtel 8 Table IV-3 4G recommendation 4G Recommendation 8% 50% 42% Vodafone Idea Airtel Figure IV-3 4G recommendation Interpretation: 50% of retailers are recommending Vodafone, followed by 42% for Idea and 8% for Airtel. Retailers are recommending Vodafone’s 4G, mainly because of better network coverage. They recommended Idea’s 4G, mostly because of network speed. And the retailers who recommended Airtel’s 4G, recommended it because of better offers. 17 4.1.4. Reason for recommending particular 4G service Reason for recommending Vodafone 4G Reason Number of Retailers Network coverage 28 Better Offers 2 Network speed 19 Beneficial for retailer 1 Total 50 Table IV-4 Reason for recommending Vodafone 4G Reason for recommending Vodafone's 4G 2% 38% 56% 4% Network coverage Better Offers Network speed Figure IV-4 Reason for recommending Vodafone 4G 18 Beneficial for retailer Reason for recommending Idea 4G Reason Number of Retailers Network coverage 8 Better Offers 1 Network speed 33 Beneficial for retailer 0 Total 42 Table IV-5Reason for recommending Idea 4G Reason for recommending Idea's 4G 19% 2% 79% Network coverage Better Offers Network speed Figure IV-5 Reason for recommending Idea 4G 19 Beneficial for retailer Reason for recommending Airtel 4G Reason Number of Retailers Network coverage 0 Better Offers 5 Network speed 1 Beneficial for retailer 2 Total 8 Table IV-6 Reason for recommending Airtel 4G Reason for recommendoing Airtel's 4G 25% 13% 62% Network coverage Better Offers Network speed Beneficial for retailer Figure IV-6 Reason for recommending Airtel 4G Interpretation: 56% of the retailers who recommended Vodafone, recommended it because of Network Coverage. 79% of the retailers who recommended Idea, recommended it because of Network Speed. 62% of the retailers who recommended Airtel, recommended it because of Better Offers. 20 4.1.5. Types of customers doing more data recharges Type of Customers Number of Retailers Students 6 Employees 13 Others 19 Can't be determined 62 Table IV-7 Type of customers Type of customers 6% 13% 19% 62% Students Employees Others Can't be determined Figure IV-7 Type of customer Interpretation: 62% of the retailers can’t determine, what type of customers are doing more data recharges and 13% said that Employees are doing more data recharges. 21 4.1.6. Fastest 4G network in Calicut Fastest 4G network Number of Retailers Vodafone 39 Idea 59 Airtel 2 Table IV-8 Fastest 4G network Fastest 4G network 2% 39% 59% Vodafone Idea Airtel Figure IV-8 Fastest 4G network Interpretation: 59% of the retailers are of the opinion that Idea is the fastest 4G, followed by Vodafone with 39% and Airtel 2%. 22 4.1.7. SIM owned by the retailers Personal SIM Number of Retailers Vodafone 25 Idea 27 Airtel 11 BSNL 18 Docomo 16 Reliance 3 Table IV-9 Retailer's personal SIM PERSONAL SIM Vodafone Idea 25% 27% Airtel BSNL 18% Docomo Reliance 16% 11% 3% Number of Retailers Figure IV-9 Retailer's personal SIM Interpretation: 27% of the retailers are using Idea, 25% are using Vodafone and 18% using BSNL. 23 4.1.8. Awareness about Vodafone’s SuperNet SuperNet Awareness Percentage of Awareness Aware 41% Not aware 59% Table IV-10 SuperNet Awareness Interpretation: 59% of retailers are not aware of Vodafone’s SuperNet, because of the lack of hoardings that describing about Vodafone’s SuperNet and lack of retailer education. 4.1.9. Awareness about Vodafone’s 4G speed Vodafone 4G speed awareness Percentage of Awareness Aware 51% Not aware 49% Table IV-11 Vodafone 4G speed awareness Interpretation: 51% of retailers are aware of Vodafone’s 4G speed and 49% of them are not aware of the 4G speed of Vodafone. 24 4.1.10. Ranking by different companies on promotional data offers Rank on promotional data offers Ranks Vodafone Idea Airtel BSNL Docomo Reliance 1 12 14 11 18 45 0 2 27 14 17 17 24 1 3 35 21 17 18 9 0 4 17 35 25 11 12 0 5 9 15 27 29 10 10 6 0 1 3 7 0 89 Table IV-12 Promotional data offers ranking NUMBER OF RETAILERS Vodafone's Rank- 35% 27% 17% 12% 9% 0% 1 2 3 4 5 6 RANK Figure IV-10 Vodafone's data rank Interpretation: 12% of retailers are of the opinion Vodafone is 1st in providing more promotional data offers. 27% thinks that they are 2nd, 35% think that they are 3rd, 17% think that they are in the 4th place, 9% think that they are in 5th place. 25 NUMBER OF RETAILERS Idea's Rank- 35% 21% 14% 15% 14% 1% 1 2 3 4 5 6 RANK Figure IV-11 Idea's data rank Interpretation: 14% of retailers are of the opinion Idea is in the 1st place in providing more promotional data offers. 14% thinks that they are in the 2nd place, 21% think of Idea in the 3rd place, 35% considers Idea in the 4th place, 15% considers Idea in the 5th place and 1% considers that Idea in the 6th place in providing more promotional data offers. Airtel's Rank NUMBER OF RETAILERS 30 25% 25 20 15 17% 27% 17% 11% 10 3% 5 0 1 2 3 4 RANK Figure IV-12 Airtel's Data rank 26 5 6 Interpretation: 11% of retailers are of the opinion that Airtel is in 1st place in providing more promotional data offers. 17% thinks that they are on 2nd rank, 17% thinks that Airtel occupies 3rd position, 25% considers Airtel in the 4th position, 27% thinks that they are in 5th position and 3% said that Airtel is in 6th rank in providing more promotional data offers. BSNL's Rank NUMBER OF RETAILERS 35 29% 30 25 20 18 17% 18% 15 11% 10 7% 5 0 1 2 3 4 5 6 RANK Figure IV-13 BSNL's data rank Interpretation: 18% of the retailers are of the opinion that BSNL is in the 1st place in providing more promotional data offers. 17% thinks that they are on 2nd rank, 18% considers it as 3rd rank, 11% thinks it as 4th rank, 29% considers that they are on 5th place and 7% consider BSNL as 6th rank in providing more promotional data offers. 27 Docomo's Rank NUMBER OF RETAILERS 50 45% 40 30 24% 20 12% 9% 10 10% 0% 0 1 2 3 4 5 6 RANK Figure IV-14 Docomo's data rank Interpretation: 45% of retailers are of the opinion that Docomo is on 1st rank in providing more promotional data offers. 24% thinks that they are on 2nd rank, 9% thinks of 3rd rank, 12% thinks of 4th rank, 10% thinks that they are on 5th rank. Reliance's Rank NUMBER OF RETAILERS 100 89% - 10% 0% 1% 0% 0% 1 2 3 4 5 6 RANK Figure IV-15 Reliance's data rank Interpretation: Out of the total respondents surveyed, 89% of them has ranked Reliance, 6th amongst others service providers, 10% ranks it 5 and 1 % ranks it 2. 28 4.2 Data Analysis and Interpretation (Customers) 4.2.1. Age group Age Group Below 20 21-30 31-40 41-50 51-60 Above 60 49 81 40 20 8 2 No: of respondents Table IV-13 Age group of customers AGE OF RESPONDENTS 41-50 10% 51-60 4% Above 60 1% Below 20 24% Below- 31-40 20% - Above 60 21-30 41% Figure IV-16 Age group of customers Interpretation: 41% of the customers are in the age group 21 to 30, followed by 24% below 20 and 20% between 31 to 40. 29 4.2.2. Gender Gender No: of respondents Male 153 Female 47 Table IV-14 Gender of customers Gender distribution of respondents Female 24% Male 76% Male Female Figure IV-17 Gender distribution of customers Interpretation: 76% of the customers are males and 24% are females. 30 4.2.3. Occupation Occupation No: of respondents Business 15 Employee 45 Student 101 Farmer 2 Other 36 Table IV-15 Occupation of customers Occupation distribution of respondents Other 18% Business 7% Farmer 1% Employee 23% Student 51% Business Employee Student Farmer Other Figure IV-18 Occupation of customers Interpretation: 51% of the customers are students, 23% are employees, 7% are doing business and 18% are others. Others include daily workers, retired employees, fishermen, electricians etc. 31 4.2.4. Marital status Marital No: of Status respondents Single 126 Married 72 Other 2 Table IV-16 Marital status of customers Marital status distribution of respondents Other 1% Married 36% Single 63% Single Married Other Figure IV-19 Marital status of customers Interpretation: 63% of the respondents are single, 36% are married and 1% are others. Others include Engaged customers. 32 4.2.5. Number of smartphone users Smartphone User No: of respondents Yes 175 No 25 Table IV-17 Number of smartphone user Smartphone User No 13% Yes 87% Yes No Figure IV-20 Number of smartphone users Interpretation: 87% of the customers are using smartphone and the rest 13% is not using. 33 4.2.6. Number of mobile internet user Mobile Internet User No: of respondents Yes 177 No 23 Table IV-18 Number of mobile internet users Mobile Internet User No 12% Yes 88% Yes No Figure IV-21 Mobile internet users Interpretation: 88% of the customers are using smartphone and the rest 12% is not using. 34 4.2.7. Frequency of data recharge Data recharge frequency No: of respondents Once in a week 31 Once in 2 weeks 35 Once in a month 77 Once in 2 months 9 Less often 29 Table IV-19 Frequency of data recharge Data recharge frequency 16% 17% Once in a week Once in 2 weeks 5% Once in a month 19% Once in 2 months Less often 43% Figure IV-22 Frequency of data recharge Interpretation: 43% of the customers are doing data recharge once in a month, 19% of the customers may get loss. 35 4.2.8. Amount spent for monthly data recharge Monthly data recharge (in Rs.) No: of respondents Below 50 8 50-100 27 100-200 71 200-400 53 400-600 13 Above 600 9 Table IV-20 Monthly data recharge spending Monthly data spendings(in Rs-% Above 600 5% Below 50 5% -% -% -% Below 50 50-100 100-200 200-400 400-600 Above 600 Figure IV-23 Monthly data recharge spending Interpretation: 39% of the customers are spending Rs.100 to 200 monthly, followed by 29% of the customers in Rs.200 to 400. 36 4.2.9. Service provider of respondents Service provider No: of respondents Vodafone 57 Idea 53 Airtel 36 BSNL 32 Docomo 13 Reliance 9 Table IV-21 Service provider of respondents SERVICE PROVIDER OF RESPONDENTS Docomo 7% Reliance 5% Vodafone 28% BSNL 16% Idea 26% Airtel 18% Figure IV-24 Service provider of respondents Interpretation: 28% of the respondents are using Vodafone, followed by 26% by Idea, 18% Airtel 37 4.2.10. Reason for selecting that particular service provider Reason for selection Vodafone Idea Airtel BSNL Docomo Reliance Low Cost 2 1 1 9 10 4 Better Network 27 31 12 9 0 1 Better Services 8 5 7 9 1 0 Internet Speed 12 11 6 1 0 0 Advertisement 2 0 2 0 0 0 Retailer Influence 0 1 3 1 0 0 Other 6 4 5 3 2 4 Total No: of respondents 57 53 36 32 13 9 Table IV-22 Reason for selecting service provider Reason for selecting particular service provider-% 100.0 7.5% Number of customers 3.5% 80.0 60.0 20.8% 21.1% 13.9% 1.9% 8.3% 9.4% 14.0% 20.0 0.0 3.1% 5.6% 3.1% 19.4% 7.7% 11.1% 28.1% 76.9% 58.5% 47.4% 33.3% 3.5% Vodafone 1.9% Idea 44.4% 28.1% 16.7% 40.0 15.4% 9.4% 2.8% Airtel 44.4% 28.1% BSNL Docomo Reliance Service Providers Low Cost Better Network Better Services Internet Speed Advertisement Retailer Influence Figure IV-25 Reason for selecting service provider Interpretation: 76.9% of customers selected Docomo because of Low Cost, 58.5% of Idea customers and 47.4% of Vodafone customers choose them because of the reason Better Network, 28.1% of customers who selected BSNL, choose it because of better services. 38 Other 4.2.11. Satisfaction level of Telecom Satisfaction level of Vodafone Services-Satisfaction Call rate Network coverage Internet speed Internet cost VAS Very dissatisfied 9 1 0 5 3 Dissatisfied 3 4 4 15 8 Neither satisfied nor dissatisfied 19 11 12 20 22 Satisfied 22 25 25 11 15 4 16 15 5 8 Very satisfied Table IV-23 Satisfaction level of Vodafone *VAS= Value Added Services Satisfaction Level of Vodafone- Very dissatisfied Dissatisfied Neither satisfied nor Satisfied Very satisfied dissatisfied Call rate Network coverage Internet speed Internet cost VAS Figure IV-26 Satisfaction level of Vodafone Interpretation: In call rate 39% customers are satisfied, in network coverage 44% is satisfied, in internet speed 45% is satisfied, in internet cost 36% are neither satisfied nor dissatisfied, in value added services 39 % are neither satisfied nor dissatisfied. 39 Satisfaction level of Idea Services-Satisfaction Call rate Network coverage Internet speed Internet cost VAS Very dissatisfied 1 1 0 2 1 Dissatisfied 6 2 1 11 8 Neither satisfied nor dissatisfied 11 5 8 20 19 Satisfied 22 21 15 13 19 Very satisfied 13 24 24 2 4 Table IV-24 Satisfaction level of Idea Satisfaction Level of Idea- Very dissatisfied Call rate Dissatisfied Neither satisfied nor dissatisfied Network coverage Internet speed Satisfied Very satisfied Internet cost VAS Figure IV-27 Satisfaction level of Idea Interpretation: In call rate 41% customers are satisfied, in network coverage 45% is very satisfied, in internet speed 50% is very satisfied, in internet cost 42% are neither satisfied nor dissatisfied, in value added services 37 % are neither satisfied nor dissatisfied. 40 Satisfaction level of Airtel Services-Satisfaction Call rate Network coverage Internet speed Internet cost VAS Very dissatisfied 1 2 0 1 1 Dissatisfied 5 3 3 6 7 Neither satisfied nor dissatisfied 9 13 12 17 17 20 15 14 10 9 1 3 5 0 1 Satisfied Very satisfied Table IV-25 Satisfaction level of Airtel Satisfaction Level of Airtel- Very dissatisfied Call rate Dissatisfied Neither satisfied nor dissatisfied Network coverage Internet speed Satisfied Very satisfied Internet cost VAS Figure IV-28 Satisfaction level of Airtel Interpretation: In call rate 55% customers are satisfied, in network coverage 42% is satisfied, in internet speed 41% is satisfied, in internet cost 50% are neither satisfied nor dissatisfied, in value added services 48% are neither satisfied nor dissatisfied. 41 Satisfaction level of BSNL Services-Satisfaction Call rate Network coverage Internet speed Internet cost VAS Very dissatisfied 1 0 0 0 3 Dissatisfied 0 5 2 2 2 Neither satisfied nor dissatisfied 7 13 13 8 16 16 12 16 13 9 8 2 0 8 0 Satisfied Very satisfied Table IV-26 Satisfaction level of BSNL Satisfaction Level of BSNL- Very dissatisfied Call rate Dissatisfied Neither satisfied nor dissatisfied Network coverage Internet speed Satisfied Very satisfied Internet cost VAS Figure IV-29 Satisfaction level of BSNL Interpretation: In call rate 50% customers are satisfied, in network coverage 41% is neither satisfied nor dissatisfied, in internet speed 52% is satisfied, in internet cost 42% are satisfied, in value added services 53% are neither satisfied nor dissatisfied. 42 Satisfaction level of Docomo Services-Satisfaction Call rate Network coverage Internet speed Internet cost VAS Very dissatisfied 0 0 0 0 0 Dissatisfied 0 2 1 0 1 Neither satisfied nor dissatisfied 2 3 1 1 3 Satisfied 1 8 6 1 5 10 0 2 8 2 Very satisfied Table IV-27 Satisfaction level of Docomo Satisfaction Level of Docomo- Very dissatisfied Call rate Dissatisfied Neither satisfied nor dissatisfied Network coverage Internet speed Satisfied Very satisfied Internet cost VAS Figure IV-30 Satisfaction level of Docomo Interpretation: In call rate 77% customers are very satisfied, in network coverage 62% are satisfied, in internet speed 60% is satisfied, in internet cost 80% are very satisfied, in value added services 46% are satisfied. 43 Satisfaction level of Reliance Services-Satisfaction Call rate Network coverage Internet speed Internet cost VAS Very dissatisfied 0 0 0 0 0 Dissatisfied 0 2 0 0 0 Neither satisfied nor dissatisfied 1 2 3 4 5 Satisfied 4 5 4 3 2 Very satisfied 4 0 1 1 2 Table IV-28 Satisfaction level of Reliance Satisfaction Level of Reliance- Very dissatisfied Dissatisfied Series1 Neither satisfied nor dissatisfied Series2 Series3 Satisfied Series4 Very satisfied Series5 Figure IV-31 Satisfaction level of Reliance Interpretation: In call rate 45% customers are satisfied, in network coverage 56% are satisfied, in internet speed 50% is satisfied, in internet cost 50% are neither satisfied nor dissatisfied, in value added services 56% are neither satisfied nor dissatisfied. 44 4.2.12. 4G usage of respondents 4G User No: of respondents Yes 76 No 124 Table IV-29 4G usage of respondents Prcentage of 4G usage among respondents 70 60 62% 50 40 30 38% 20 10 0 Yes No Figure IV-32 4G usage of respondents Interpretation: 62% of the respondents are not using 4G mainly because, they are currently using SIM’s which only support 3G services. 45 4.2.13. 4G service provider of 4G users 4G service provider No: of respondents Vodafone 27 Idea 34 Airtel 19 Reliance 4 Table IV-30 4G service provider of respondents 4G service providers of respondents Reliance, 5% Reliance Airtel, 23% Airtel Idea, 40% Idea Vodafone, 32% Vodafone 0 10 20 30 40 50 Figure IV-33 4G service provider of respondents Interpretation: 40% of the 4G users are using Idea, followed by 32% of Vodafone, 23% of Airtel and 5% of Reliance. 46 4.2.14. 4G preference of non-4G users 4G preference No: of respondents Vodafone 27 Idea 40 Airtel 22 Reliance 32 Table IV-31 4G preference 4G preference of respondents Reliance 26% Airtel 18% Idea 33% Vodafone 22% 0 10 20 30 40 Figure IV-34 4G preference Interpretation: 33% of the non-4G users are preferring to use Idea 4G mainly because of its internet speed, 26% prefer Reliance because of attractive offers, 22% are preferring Vodafone mostly because of internet speed and network coverage. And 18% are preferring Airtel. 47 4.2.15. Reason for 4G preference Reason of preference Vodafone Network coverage Idea Airtel Reliance 9 11 7 0 Network speed 12 23 8 3 Attractive offers 2 4 2 28 Other 4 1 4 1 Table IV-32 Reason for 4G preference Reason for preferring particular 4G 88% 59% 45% 28% 33% 33% 15% 10% 7% Vodafone Network coverage 38% 19% 3% Idea 10% Airtel Network speed 9% 3% Reliance Attractive offers Other Figure IV-35 4G preference among respondents Interpretation: 45% of the respondents who preferred Vodafone’s 4G was stating the reason for preference as network speed. 59% of the Idea preferences are because of Network speed. The main preference reason for Airtel is also network speed. But 88% of the respondents who preferred Reliance, preferred it because of attractive offers. 48 4.2.16. Data rate consideration across respondents. Factors Level of consideration Rate Data Volume Data Speed Validity Usage Limit Number of respondents Unimportant 4 4 2 1 3 Least Important 10 3 3 5 8 Moderately Important 27 11 9 16 30 Important 71 63 60 56 102 Most Important 71 102 109 105 40 Table IV-33 Data consideration of respondents Data consideration of respondents 59% 57% 56% 39% 56% 39% 34% 33% 31% 22% 16% 15% 2% 9% 6% 5% 2% 2% Rate 1% 2% Data Volume 5% Data Speed Unimportant Least Important Important Most Imporetant 3% Validity 2% 4% Usage Limit Moderately Important Figure IV-36 Data consideration of respondents Interpretation: Most of the customers are considering data speed as the most important factor for doing a data recharge. Then the second most considered factor is data validity followed by data volume, data rate and data usage limit. 49 Statistical Tests Ho: There exists no significant difference in the perception of customers regarding their respective service providers in respect of the various services (Call rates, Network, Speed, Cost, Value added services) provided by them H1: There exists significant difference in the perception of customers regarding their respective service providers in respect of the various services (Call rates, Network, Speed, Cost, Value added services) provided by them Descriptives N Mean Std. Std. 95% Confidence Deviation Error Interval for Mean Lower Upper Bound Bound Minimum Maximum Vodafone 57 3.16 1.162 .154 2.85 3.47 1 5 Idea 53 3.75 1.017 .140 3.47 4.04 1 5 Airtel 35 3.46 .852 .144 3.16 3.75 1 5 Call_rate_sat BSNL 32 3.94 .878 .155 3.62 4.25 1 5 Docomo 13 4.62 .768 .213 4.15 5.08 3 5 Reliance 9 4.33 .707 .236 3.79 4.88 3 5 199 3.64 1.063 .075 3.49 3.79 1 5 Vodafone 57 3.89 .958 .127 3.64 4.15 1 5 Idea 53 4.23 .912 .125 3.97 4.48 1 5 Airtel 35 3.40 .976 .165 3.06 3.74 1 5 Network_sat BSNL 32 3.34 .827 .146 3.05 3.64 2 5 Docomo 13 3.46 .776 .215 2.99 3.93 2 4 Reliance 9 3.33 .866 .289 2.67 4.00 2 4 199 3.75 .972 .069 3.62 3.89 1 5 Vodafone 56 3.91 .880 .118 3.68 4.15 2 5 Idea 48 4.29 .824 .119 4.05 4.53 2 5 Airtel 34 3.62 .853 .146 3.32 3.92 2 5 BSNL 31 3.45 .624 .112 3.22 3.68 2 4 Docomo 10 3.90 .876 .277 3.27 4.53 2 5 Reliance 8 3.75 .707 .250 3.16 4.34 3 5 187 3.87 .858 .063 3.75 4.00 2 5 Vodafone 56 2.93 1.093 .146 2.64 3.22 1 5 Idea 48 3.04 .922 .133 2.77 3.31 1 5 Airtel 34 3.06 .776 .133 2.79 3.33 1 4 BSNL 31 3.87 .885 .159 3.55 4.20 2 5 Docomo 10 4.70 .675 .213 4.22 5.18 3 5 Reliance 8 3.63 .744 .263 3.00 4.25 3 5 187 3.26 1.037 .076 3.11 3.41 1 5 Total Total Speed_sat Total Cost_sat Total 50 VAS_sat Vodafone 56 3.30 1.060 .142 3.02 3.59 1 5 Idea 51 3.33 .909 .127 3.08 3.59 1 5 Airtel 35 3.06 .838 .142 2.77 3.35 1 5 BSNL 30 3.03 .890 .162 2.70 3.37 1 4 Docomo 11 3.73 .905 .273 3.12 4.33 2 5 Reliance 9 3.67 .866 .289 3.00 4.33 3 5 192 3.27 .947 .068 3.13 3.40 1 5 Mean Square F Sig. Total ANOVA Sum of Squares Between Groups Call_rate_sat 34.640 5 6.928 Within Groups 189.028 193 .979 Total 223.668 198 25.434 5 5.087 Within Groups 161.501 193 .837 Total 186.935 198 16.343 5 3.269 Within Groups 120.577 181 .666 Total 136.920 186 43.188 5 8.638 Within Groups 156.972 181 .867 Total 200.160 186 7.246 5 1.449 Within Groups 164.207 186 .883 Total 171.453 191 Between Groups Network_sat Between Groups Speed_sat Between Groups Cost_sat Between Groups VAS_sat df 7.074 .000 6.079 .000 4.906 .000 9.960 .000 1.642 .151 Since p-values with respect to the variables such as Call rates, Network, Speed and Cost are less than 0.05, null hypotheses with respect to these variables are rejected. Hence, it can be concluded that Service providers differ significantly in respect of these services. People of Kozhikode district consider Idea as superior in terms of call rate, network, speed etc. The p-value corresponding to value-added services is 0.151 which is greater than 0.05. Here, null hypothesis is accepted which means service providers does not differ significantly in terms of the value-added services provided to the customers. 2. ONE-WAY ANOVA Ho: Customers of different service providers does not differ significantly in terms of their consideration towards various factors associated with data recharge facility H1: Customers of different service providers differ significantly in terms of their consideration towards various factors associated with data recharge facility 51 Descriptives N Mean Std. Std. 95% Confidence Deviation Error Interval for Mean Lower Upper Bound Bound Minimum Maximum Vodafone 56 3.79 1.022 .137 3.51 4.06 1 5 Idea 47 3.96 1.122 .164 3.63 4.29 1 5 Airtel 31 4.00 .856 .154 3.69 4.31 2 5 BSNL 29 4.45 .686 .127 4.19 4.71 3 5 Docomo 12 4.58 .669 .193 4.16 5.01 3 5 Reliance 8 4.75 .463 .164 4.36 5.14 4 5 183 4.07 .976 .072 3.92 4.21 1 5 Vodafone 56 4.07 1.059 .142 3.79 4.36 1 5 Idea 47 4.66 .700 .102 4.45 4.87 1 5 Airtel 31 4.39 .761 .137 4.11 4.67 2 5 Volume_imp BSNL 29 4.45 .632 .117 4.21 4.69 3 5 Docomo 12 4.50 .798 .230 3.99 5.01 3 5 Reliance 8 4.88 .354 .125 4.58 5.17 4 5 183 4.40 .851 .063 4.27 4.52 1 5 Vodafone 56 4.46 .808 .108 4.25 4.68 1 5 Idea 47 4.60 .648 .095 4.41 4.79 2 5 Airtel 31 4.55 .850 .153 4.24 4.86 1 5 BSNL 29 4.34 .721 .134 4.07 4.62 3 5 Docomo 12 4.17 .835 .241 3.64 4.70 2 5 Reliance 8 4.63 .744 .263 4.00 5.25 3 5 183 4.48 .762 .056 4.37 4.59 1 5 Vodafone 56 4.27 .944 .126 4.02 4.52 1 5 Idea 47 4.43 .715 .104 4.22 4.64 2 5 Airtel 31 4.42 .848 .152 4.11 4.73 2 5 Validity_imp BSNL 29 4.66 .614 .114 4.42 4.89 3 5 Docomo 12 4.50 .798 .230 3.99 5.01 3 5 Reliance 8 4.38 .744 .263 3.75 5.00 3 5 183 4.42 .807 .060 4.30 4.53 1 5 Vodafone 56 3.98 .842 .113 3.76 4.21 1 5 Idea 47 3.89 .983 .143 3.60 4.18 1 5 Airtel 31 3.84 .688 .124 3.59 4.09 2 5 BSNL 29 3.90 .817 .152 3.59 4.21 2 5 Docomo 12 4.08 .669 .193 3.66 4.51 3 5 Reliance 8 3.75 .886 .313 3.01 4.49 2 5 183 3.92 .838 .062 3.80 4.04 1 5 Rate_imp Total Total Speed_imp Total Total Limit_imp Total 52 ANOVA Sum of Squares Between Groups Rate_imp 5 3.256 Within Groups 156.933 177 .887 Total 173.213 182 11.210 5 2.242 Within Groups 120.670 177 .682 Total 131.880 182 2.665 5 .533 Within Groups 103.019 177 .582 Total 105.683 182 2.991 5 .598 Within Groups 115.447 177 .652 Total 118.437 182 1.020 5 .204 Within Groups 126.750 177 .716 Total 127.770 182 Between Groups Speed_imp Between Groups Validity_imp Between Groups Limit_imp Mean Square 16.281 Between Groups Volume_imp df F Sig. 3.672 .003 3.289 .007 .916 .472 .917 .471 .285 .921 Since the p-values are less than 0.05 for the variables – rate and volume of data, the null hypotheses associated with these variables are rejected. This means the customers of different service providers differ significantly in terms of their consideration towards various factors associated with data recharge facility The p-values corresponding to the variables -speed, validity and usage limit are greater than 0.05, hence null hypotheses are accepted. This means that the customers of different service providers does not differ significantly in terms of their consideration towards the above factors associated with data recharge facility 53 V. FINDINGS AND CONCLUSIONS 5.1 Findings • Idea is the most selling internet provider in Calicut according to the retailers. • Except for BSNL, data recharge 29 is the most moving internet pack for all service providers such as Vodafone, Idea, Airtel and Docomo. • Vodafone is the most recommended 4G connection in Calicut. That recommendation was made by retailers. 50% of the retailers recommended Vodafone, followed by Idea with 42%. • Vodafone is recommended mainly because of its network coverage. • Idea is recommended mainly because of its network speed. • According to 59% of the retailers, Idea is the fastest 4G in Calicut. • Most of the retailers in Calicut are not aware of Vodafone’s SuperNet. But most of them are aware of Vodafone’s 4G speed. • According to retailers Tata Docomo is providing most promotional data offers. • A larger portion of the respondents are doing data recharge once in a month and most of them are spending between Rs.100 and Rs.200. • Most of the respondents are using Vodafone and the selected Vodafone as the service provider because they feel Vodafone is a better network than the others. • Tata Docomo has the most customer satisfaction level with respect to call rates. • Idea has the most customer satisfaction level with respect to network coverage. • Idea has the most customer satisfaction level with respect to internet speed. • Tata Docomo has the most customer satisfaction level with respect to internet cost. • Reliance has the most customer satisfaction level with respect to Value Added Services. • Most of the respondents are not using 4G network. • Among respondents who are using 4G, Idea have more customers followed by Vodafone. • A larger number of the non 4G users among the respondents will prefer Idea 4G, if they use 4G in future because of network speed. 54 • Most of the respondents are considering data speed as the most important factor while doing a data recharge followed by data validity and data volume. • Some of the customers are complaining that Vodafone’s internet packs are getting over without using. And some others complained that they didn’t receive the full data volume as mentioned in the special data offers. 5.2 Conclusion This study found that Idea is one of the most selling service provider and this is mainly because of their network speed. But in case of 4G, Vodafone is the most recommended as they provide excellent coverage. But in order to become the most selling service provider, Vodafone should concentrate on certain factors such as network speed, data packs, value added services etc. as customers find data speed as their most important factor while selecting their service provider. Vodafone should also concentrate on their promotional activities as customers are not aware of their special offers like Vodafone SuperNet. For Vodafone to become the most selling service provider, they must understand what the customer wants and provide them with their best services. Data speed and data offers are the two constraints that holding back Vodafone. 55 VI. SUGGESTIONS AND RECOMMENDATIONS • From the light of this project, it is recommended that Vodafone should provide more special data offers like Idea is currently providing. (i.e. Idea is providing data offers with double data volume half in 3G/4G and half in 4G only.) • Providing more benefits to retailers will encourage them to recommend Vodafone’s 4G to the customers. • As most of the retailers are not aware of the Vodafone’s SuperNet and its features, it is better to provide more visible hoardings in retail outlets mentioning Vodafone SuperNet and its benefits and features. And also educate the retailers with the same. • Make the USSD code for checking data balance a little more convenient. • Based on the interactions with the customers and retailers, it is recommended to fix some bugs in the Vodafone’s mobile application make it faster. 56 ANNEXURE Questionnaire-1 (Retailers) Name of the outlet: Place: 1. Which company’s data cards/data recharges are selling more? Vodafone Idea Airtel BSNL Docomo 2. Which data card/data recharge is more preferred by the customers? Company Data Plan Vodafone Idea Airtel BSNL Docomo 3. If a customer is asking for a new 4G connection, which company’s 4G SIM will you recommend? a) Vodafone b) Idea c) Airtel 4. What is the reason for that recommendation? 5. What types of customers are doing more data recharges? a) Students b) Employees c) Others d) Can’t be determined 6. In your opinion which is the fastest 4G network in this area? a) Vodafone b) Idea c) Airtel 7. Which connection(s) are you personally using? 8. Are you aware of Vodafone’s SuperNet? Yes No 9. Are you aware Vodafone’s 4G speed? Yes No 10. Which company is providing more promotional data offers? Company Vodafone Idea Rank Airtel 57 BSNL Docomo Reliance Questionnaire-2 (Customers) Age: Above 60 Below 20 Gender: Male Occupation: Marital status: 21-30 31-40 41-50 51-60 Female Businessman Employee Other_______________ Single Married Student Farmer Other_____________ 1. Are you a smartphone user? Yes No 2. Are you a mobile internet user? Yes No 3. If yes, how often are you doing a data recharge on your mobile? Once in a week Once in 2 weeks Once in a month Once in 2 months Less often 4. How much do you spend on data recharge monthly (in Rs.)? Below- Above 600 5. Which is/are your service provider(s)? Vodafone Idea Airtel BSNL Docomo Reliance 6. Reason for selecting that particular service provider? Low cost Better network Better services Internet speed Advertisement Retailer influence Other______________ 7. Indicate your satisfaction level with your service provider? (On a scale of 1 to 5) 1-Very dissatisfied 2-Dissatisfied 3-Neither satisfied nor dissatisfied 4- Satisfied 5- Very satisfied Services 1 2 3 4 5 Call rate Network coverage Internet speed Internet cost Value added services *Value added services are SMS, MMS, Cricket updates, News Updates, Caller Tunes etc. 8. Are you a 4G network user? Yes No 9. If yes, which company’s connection are you using to access 4G network? Vodafone Idea Airtel Reliance 58 10. If no, which connection will you prefer if you are planning to use 4G network? Vodafone Idea Airtel Reliance 11. What is the reason for that preference? Network coverage Network speed Attractive offers Other, please mention _________________________ 12. When you are doing a data recharge, which of the following would you consider more importantly? (Rate on a scale of 1 to 5) 1 - Unimportant, 2 – Least Important, 3 – Moderately Important, 4 Important, 5 - Most Important Factors 1 2 3 4 5 Rate Data Volume Data speed Validity Usage limit 59 BIBLIOGRAPHY • (K. Kumaravel, IJCSI International Journal of Computer Science Issues, Vol. 8, Issue 5, No 3, September 2011). • (B. KiranKumar et al, / (IJCSIT) International Journal of Computer Science and Information Technologies, Vol. 3 (1), 2012). • (Shipra Gupta, www.ijarcsse.com, Volume 3, Issue 3, March 2013). • (Olumuyiwa Oludare FAGBOHUN, IOSR Journal of Electronics and Communication Engineering (IOSR-JECE) .Volume 9, Issue 3, Ver. I (May Jun. 2014). • http://economictimes.indiatimes.com/industry/telecom/indias-3g-4gcustomers-to-expand-to-300-million-by-march-2018report/articleshow/-.cms Visited on August 10, 2016 • http://telecomtalk.info/india-4g-map-3g-map/148272/ Visited on September 14, 2016 • http://www.vodafone.in/home-mumbai?section=consumer Visited on September 1, 2016 60