Telecommunication Survey 2010

Presenters:Saad HasanSameer AhadZoha Naeem

Table of Contents

> Introduction> Objective> Literature Review> Vision> Mission> Problem Statement> Broad Area problem> Software> Analysis> Conclusion

Introduction

Cellular mobile phone service is the wireless telecommunication service that is operated via mobile phone or cellular phone (an electronic telecommunication device).

Cellular mobile services in Pakistan commenced in 90’s when two cellular mobile telephone licenses were awarded to Paktel and PakCom (Instaphone) for provision of cellular mobile telephony in Pakistan.

With the passage of time telecom sector in Pakistan has grown rapidly and currently there are 5 mobile phone operators;Mobilink, Ufone, Telenor, Zong and Warid telecom.

Objective

The main purpose of the survey is to analyze customers preferences that will help us to better understand customers need. Here we are going to see the impact on customer for services provided by different cellular connections within the vicinity of Karachi, Pakistan.  A random sample of 70 users was taken into account for the purpose. These 70 users were segregated into professionals and students and were further segregated into male and female. Our goal was to find out the feeling of contentment among users with their respective connections.

Literature Review

Driven by lowest tariffs, maximum coverage, and relatively better quality the Pakistan mobile market maintained rapid growth during 2007. The newly deregulated mobile market is now working on sustaining the mobile boom that hit Pakistan 2 years back.

In 2007 the share of each company in mobile market exhibited a change, except for Ufone whose subscriber share remained more or less the same. Mobilink kept on loosing its share for another year in favor of Telenor and Warid despite its secure subscriber base.

Vision:

To achieve maximum customer satisfaction by providing the best possible service and quality and to create a modest market, this will be helpful in advancing the telecom industry.

Mission:

To provide value-added services to customers. To provide high-tech innovative solutions to meet customers requirements. To play a proactive role in contributing towards the society.

Problem Statement:

The impact of services on customers and its role in enhancing the productivity in telecommunication Industry.

Broad Problem Area:

All mobile companies are providing good quality services and most of the users seem to be satisfied but still there’s a trend of customer shift towards only two major companies.

Software

SPSS is among the most widely used programs for statistical analysis in social science and it helps organizations predict future events and proactively act upon that insight to drive better business outcomes.

Dependent Variable: Satisfaction of UsersIndependent Variable: Services provided by operators , Expenses incurred by users

The software we used for the purpose ofstatistical analysis for the survey is SPSS -Statistical Package for the Social Sciences.

Analysis 1

Gender * How much is your monthly cell phone expense?Cross-tabulation

How much is your monthly cell phone expense?

Total100 250 500 1000 1000+

Gender M 4 11 8 9 11 43

F 2 9 11 3 2 27

Total 6 20 19 12 13 70

The table gives a clear image that no. of male users are greater than females while it shows comparison between male and female users. Monthly cell phone expenditure of males is greater than females due to contrast between no. of users as it visible from the graph.

Analysis 28.57%

1.43%

8.57%

1.43%

5.71%

4.29%

5.71%

27.14%

22.86%

14.29%

All Servicesfamily membersCoverageCaller Block ServiceMobile InternetInternational RoamingVoice QualitySMS Bundle OfferCheap Call ratesBetter customer ser.

Reason For Using Particular Connection

These graphs show packages and services preferred by users of different age groups. Mostly youngsters, specifically graduates and post graduates, prefer using their connection due to economical rates of calls and text. While the middle and above age group avoids texting. It is even interesting to find that youngest group lacks interest in making a call.

Analysis 3OCCUPATION * Which cellular connection has best ads? Cross-tabulation

Which cellular connection has best ads?

TotalMOBILINK WARID UFONE TELENOR ZONG

OCCUPATION Student 1 2 24 8 3 38

Professional 4 3 15 7 3 32

Total 5 5 39 15 6 70

On the basis of our survey we found that UFONE is one of the leading cellular operators in Pakistan, and presenting themselves in a very good manner by making best ads this can be observed from the graph and table.

Your income or pocket money * How much is your monthly cell phone expense? Cross tabulation

How much is your monthly cell phone expense?

Total100 250 500 1000 1000+

Your income or pocket money 500-1000 4 10 6 1 0 21

6000-10000 1 7 6 9 2 25

11000-20000 1 2 4 0 2 9

20000-40000 0 1 2 1 3 7

40000+ 0 0 1 1 6 8

Total 6 20 19 12 13 70

The statistics above are relating income and monthly cell phone expenses by users of various cellular operators.As per this survey most people have an income between the range of Rupees 6000 to 10000 per month and the second most income or pocket money range is Rs. 500 to 1000 per month.

Analysis 4

Analysis 5Which connection are you using? * Are you satisfied with your connection?

Crosstabulation

Are you satisfied with your connection?

TotalYes No I don`t know Some what

Which connection are

you using?

Mobilink 6 1 0 0 7

Ufone 17 2 0 0 19

Telenor 24 1 1 1 27

Zong 13 0 0 0 13

Warid 4 0 0 0 4

Total 64 4 1 1 70

The above table gives clear view about the satisfaction level of users about their connection. Telenor being major market share holder have 24 people satisfied out of its 27 users.

Conclusion

18.57%

7.14%

38.57%

27.14%

8.57%

WaridZongtelenorUfonemobilink

CONNECTION

Telecom sector is growing at an outstanding pace where all stakeholders are getting due benefit out of it. PTA is fully abreast of the rapidly developing technological advancements at the global telecom scene.

In the light of above facts and figures we can say that in spite of Mobilink being the first to launch itself in Pakistan, major part of the market share is with Telenor and then with Ufone. The users of Telenor are quite happy and satisfied with the services being offered by it. Better customer service and reliability are the key points of Telenor’s success.

Thank you