SUMMER INTERNSHIP PROJECT

PRESENTATION

Presented by: Anurag Sha MBA- Marketing.

Roll no- 76

Title of the Project.............

“A study on consumer satisfaction towards Tata Teleservices Ltd with special reference toTata Docomo GSM prepaid consumers in Pune

city”

INTRODUCTION

Indian telecom network is the second largest in the world after China

The total number of telephones as on 31st April 2014 was 897.02 million).

According to telecom regulator TRAI. The total number of mobile internet subscribers stood at 143.2 million at the end of the last fiscal. 

Telecom Industry contributes approximately 3% to India’s GDP

INDUSTRY OVERVIEW

Key players in Telecom IndustryBharti Airtel telecom led the market with 19.94 per cent share

Reliance (16.58 per cent)

Vodafone (16.41 per cent)

Idea (12.4 per cent)

Tata (8.77 per cent)

BSNL (10.51 per cent)

Tata DOCOMO is an Indian cellular service provider on the GSM.

It is the country's sixth largest operator in terms of subscribers (including both GSM and CDMA)

 Tata DOCOMO became the first private sector telecom company to launch 3G services in India.

Tata DOCOMO had about 42.34 million users at the end of December 2013.

COMPANY OVERVIEW

VISION : To offer unparalleled

value to create customer delight and enhance business productivity.

Contd.

MISSION :To empower every Indian to connect with the world affordably.

Continuously satisfying customers growing needs and expectations and innovative and customized cutting edged solutions.

To the trainee Internship in Tata Teleservices Ltd gives an idea ofhow decisions are taken tactfully based on availablefacts when any problem comes to an executiveTo the company Increased sales Company came know about consumer

satisfaction level of Tata Docomo GSM prepaid

IMPORTANCE OF THE PROJECT

OBJECTIVE OF THE PROJECTThe primary objective To find the satisfaction level of Tata Teleservices

GSM prepaid mobile users.

To find out the reason why user prefer any particular technology.

The secondary objective To identify the effective communication mix of

Tata Docomo GSM prepaid.

To generate awareness among the public about various systematic plan and scheme

MARKET SHARE OR SALES GROWTH WAS STATIC

LESS AWARENESS ABOUT THE PRODUCT TO THE MARKET

CONSUMERS RETENTION PROBLEM

PROBLEM

TASK UNDERTAKEN CONDUCTED MARKET RESEARCH TO FIND

THE PROBLEM IN THE TECHNOLOGY

PROMOTED SALES

INCREASED MARKET SHARE BY SELLING THE PRODUCT WITH THE HELP OF VARIOUS MARKETING AND SELLING TECHNIQUES

METHODOLOGY ADOPTED

Type of research: Descriptive researchData Collection method : Questionnaire Interview and InternetSAMPLING UNIT: Targeted as per the convenience residing in Pune

Cont..

Sampling size: The sample size of the respondents was taken as 200 considering the scope and constraints of the study.

Sampling method: The sampling technique used was random sampling

DATA ANALYSIS

A B0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Awareness about tata docomo

Awareness about tata docomo

1.Are you aware about Tata docomo?

The above graph shows that 85% of users are Aware about Tata docomo and 15% are unaware about tata docomo mobile service

2.From which source you came to know about Tata docomo?

Adver

tisem

ent

Hoard

ings

News pa

per

Mouth

pub

licity

0.00%

5.00%

10.00%

15.00%

20.00%

25.00%

30.00%

35.00%

40.00%

45.00%

50.00%

Source of Influence towards tata docomo

Source of Influence towards tata docomo

It is vivid from above chart that 46.50% of subscribers came to know about tata docomo from advertisement, 31.50% of user from hoardings

3.Which services are more helpful to you while using Tata docomo services?

Call rates SMS services Network (2G & 3G)

Value Added Services

0%5%

10%15%20%25%30%35%40%45%

Reason for preferring Tata Docomo

Reason for preferring Tata Docomo

It is cleared from the above chart that the major reason for the subscribers preferring tata docomo is because of networking (2G and 3G services).

4.Rate the following services on the basis of your satisfaction.

Network (3G and 2G)

SMS rates New schemes and

offers

Customer Care

Recharge outlets

Call Rates Value Added Services

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

ExcellentVery GoodGoodAveragePoor

In the above chart , we can see that 68.50% of the users were highly satisfied from Tata docomo Network (3G and2G) rest areas are require improvement

5.Would you like to recommend Tata docomo to others?

Yes No0%

10%

20%

30%

40%

50%

60%

70%

80%

Recommendation For Tata Docomo to others

It is clearly understood that 75% of the respondents would like to recommend tata docomo GSM to other people.

The overall satisfaction level of tata docomo GSM prepaid consumer in Pune city is good.

Consumers are highly satisfied from Tata docomo GSM prepaid 2G and 3G network

Most of the respondents found the customer care service is not satisfactory (74%)

In Recharge outlets of tata docomo it is to be considered that approaximately 50% of respondent are well satisfied, but still other 50% users are wanted it to increase.

CONCLUSION

Due to weaker network coverage in some areas of Pune city many people are switching brand

In case of value added services more respondents are satisfied.

75% of the respondents would like to recommend tata docomo GSM to other people,

The availability of recharge voucher should be made available.

The network coverage is another asset for the company’s image, which needs to be improve and preserved in future.

Call rates is affordable so it should be maintained at this level.

The overall image of the customer care services was found to be good, but delays in problem solving, which is need to be improve.

SUGGESTION

Different behaviours of the consumers.

How to persuade people

How to adapt to other people’s personality and behavioral styles so that each person can work better with others.

Decision Making

How to work in a team

Developed selling skill

LEARNINGS