Customer satisfaction of mobile phone subscribers

TABLE OF CONTENTS
Introduction ........................................ Error! Bookmark not defined.
Prerequisites..............................................................................................
Objectives ............................................ Error! Bookmark not defined.
Methodology.............................................................................................
Analysis Of Data ......................................................................................
4.1: Graphical Representation ......... Error! Bookmark not defined.
4.2: Cross Tabulation........................ Error! Bookmark not defined.
4.3: Pareto analysis................................................................................
4.4: Factor Analysis.......................... Error! Bookmark not defined.
Conclusion................................................................................................
Appendix...................................................................................................
6.1: Questionnaire................................ Error! Bookmark not defined.
6.2: R and Sas Program ....................... Error! Bookmark not defined.
Bibliography ........................................ Error! Bookmark not defined.

ACKNOWLEDGEMENT
I am indebted to all who have directly and indirectly been of great help to me in doing and
writing this project report.
I am pleased to say that the whole report is just the presentation of the facts that have been
found during the projects through different sources and its each sentence is an exact
representation of the information obtained and the analysis thereof.
I hope that I have manifested my sincere attempts to represent all the information and other
things to the best of ability.
ABSTRACT
Mobile phones have over the years have become something we just increased the use of on
a daily basis that we feel we are in need of this type of technology to remain in contact with
each other. Although some may say this is a basic method of communication. It has
developed over the past 30 years as has our need to use this means of communication.
Although the easiest form of communication it would appear that it is also one of the
methods we can no longer live without as part of our everyday lives.
The present study is undertaken to understand the customer satisfaction of Mobile Phone
Subscribers
The study was done to find out the customer satisfaction level in mobile service provider
players in the market and to know the customer perception towards other mobile service
providers, this survey was done in Mumbai cities.

Introduction
 Subscriber Identification Module (SIM) is an integrated circuit that securely stores
the international mobile subscriber identity (IMSI).
 The first SIM card was made in 1991 by Munich smart-card maker Giesecke &
Devrient.
 The SIM was initially specified by the European Telecommunications Standards
Institute.
 India is the world’s fastest growing industry in the world in terms of number of
wireless connections after China, with 811.59 million mobile phone subscribers.
 According to the world telecommunications industry, India will have 1.500 billion
mobile subscribers by 2016.
Theoretical Background of the Topic
Customer Satisfaction
According to Philip Kotler, “Satisfaction is a person’s feelings of pressure or
disappointment resulting from product’s perceived performance (outcome) in relation to his
or her expectations. Customer satisfaction is the level of a person’s felt state resulting from
comparing a product’s perceived performance (outcome) in relation to the person’s
expectations”.
This satisfaction level is a function of difference between perceived performance and
expectations. If the product’s performance, exceed expectation the customer highly satisfied
or delighted. If the performance matches the expectations the customer is satisfied. If the
products performance fall shorts of expectations the customer is dissatisfied.
1 Many companies are aiming for high satisfaction because customers who are just satisfied
still find it easy to switch when a better offer comes along. High satisfaction or delight
creates an emotional affinity with brand.
2 Variety of factors that affect customer satisfaction includes product quality, product
availability and after sales support such as warranties and services. Customer satisfaction
is seen as a proof of delivering a quality product or service. It is believed that customer
satisfaction brings sales growth, and market share. A company can always increase
customer satisfaction by lowering its price or increasing its services but this may result in

lower profits. Thus the purpose of marketing is to generate customer value profitability.
3 India is on the threshold of a new millennium. India chose for global economy, exposing
her to winds of change in the market place, which has expanded vastly and become
fiercely competitive. In the changed environment, decision makers view the marketing
concept as the key to success. Marketing in practice has to manage products, pricing,
promotion and distribution.
4 A successful product can be developed by exploding these opportunities. While
delivering the value of the consumer we make use of marketing support. This support is
based on the knowledge of consumers and distribution. Marketing support both at the
introduction of products and maturing is considered
5 Marketing, as suggested by the American Marketing Association is "an organizational
function and a set of processes for creating, communicating and delivering value to
customers and for managing customer relationships in ways that benefit the organization
and its stakeholders".
6 The two major factors of marketing are the recruitment of new customers (acquisition)
and the retention and expansion of relationships with existing customers (base
management). Marketing methods are informed by many of the social, particularly
psychology, sociology, and economics. Anthropology is also a small, but growing,
influence. Market research underpins these activities. Through advertising, it is also
related to many of the creative arts.
7 For a marketing plan to be successful, the mix of the four "Ps"1 i.e. product, price, place,
promotion must reflect the wants and desires of the consumers in the target market.
Trying to convince a market segment to buy something they don't want is extremely
expensive and seldom successful. Marketers depend on marketing research, both formal
and informal, to determine what consumers want and what they are willing to pay for.
Marketers hope that this process will give them a sustainable competitive advantage.
Marketing management is the practical application of this process. The offer is also an
important addition to the 4P's theory.
Skills of Marketers
Marketers have 4 main skill sets that they bring to an enterprise:
1) Opportunity Identification: Marketing begins before there is a product to sell.
Many people think marketing is just selling whatever comes out of the manufacturing
plant. It's the job of marketing to decide WHAT comes out of the manufacturing
plant in the first place. Before a business can make money there must be
opportunities for money to be made and it's marketing's job to define what those
opportunities are. Marketers analyze markets, market gaps, trends, products,
competition, and distribution channels to come up with opportunities to make money.

2) Competitive strategy/positioning:
Markets consist of groups of competitors competing for a customer's business. The job of
marketing is to decide how to create a defensible sustainable competitive advantage
against competitors. Marketers conceive strategies, tactics, and business models to make
it hard if not impossible for competition to take away customers from their business.
3) Demand generation/management
It's the job of marketing to create and sustain demand for a company's products.
Marketers manage demand for a company's products by influencing the probability and
frequency of their customer's purchase behavior.
4 ) Sales:
The ultimate goal of marketing is to make money for a business. In most company’s
sales are a different discipline and department from marketing. But in order for
salespeople to have any long term success in a company they must be led by marketing.
The better job a company does of identifying opportunities, creating a differential
sustainable competitive advantage, and generating demand for their products the easier it
will be for salespeople to make sales.
Brief introduction
Indian Telecom Industry is the fastest growing and 5th largest in the world at 110.01
million connections. The subscriber base has grown by 40% in 2005 and has reached the
expectations of 250 million in 2007. Over the years, two out of every three new telephone
connections are wireless. Consequently, wireless now accounts for 54.6% of the total
telephone subscriber base, as compared to only 40% in 2003. Wireless subscriber has
grown to 2.5 million new subscribers every month from 2007.
The wireless subscriber base skyrocketed from 33.69 million in 2004 to 62.57 million in
2005. The wireless technologies currently in use in the Indian Telecom Industry are Global
System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA).
The industry presently has 9 GSM and 5 CDMA operators providing mobile services in 19
telecommunication circles and 4 metro cities, covering more than 2000 towns across the
country and the connectivity numbers are still growing for Indian Telecom Industry.
Telecom Industry in India is regulated by the Telecom Regulatory Authority of India
(TRAI). It has been able to earn a good reputation for its transparency and competence.
Telecom Industry community has three types of players.
 State owned companies like - BSNL and MTNL.
 Privately owned Indian companies like - Reliance Infocomm and Tata Teleservices.

 Companies like - Hutchison-Essar, BPL Mobile, Bharti Tele-Ventures, Idea Cellular,
Escotel Spice Communications, etc were done with foreign investments.
INDIAN TELECOM INDUSTRY AT A GLANCE IN 2012 - 2013
The telecom sector has been one of the fastest growing sectors in recent years in India. It is
now the second largest telephone network in the world, after China. Tele-density, which
shows the number of telephones per 100 persons, was 76.75 per cent at the end of October
2012. However with the growth of mobile telephony the number of landline telephones has
declined from 32.17 million as on end March 2012 to 30.95 million as on 31 October 2012.
Wireless telephones now account for 96.7 per cent of all telephones. After the Broadband
Policy came into force in 2004, several measures have been taken to promote broadband
penetration in the country. As a result, there were 22.86 million internet subscribers
including 13.79 million broadband subscribers at the end of March 2012.
Broadband subscribers increased to 14.81 million by the end of this financial year. India is
expected to have around 130.6 million mobile internet users by March 2014, according to a
joint study by the Internet and Mobile Association of India (IAMAI) and Indian Market
Research Bureau (IMRB). The number of users accessing internet through mobile devices
was 87.1 million in December 2012.
India's internet industry can contribute up to US$ 100 billion to India's gross domestic
product (GDP) and generate about 22 million jobs by 2015. The Indian telecom industry's
contribution is likely to increase upto 3.3 per cent of the country's GDP by 2015. The
telecommunications industry in India attracted foreign direct investments (FDI) worth
US$ 12,623 million between April 2000 to December 2012, an increase of 7 per cent to
the total FDI inflows in terms of US$, according to the latest data published by
Department of Industrial Policy and Promotion (DIPP)
Top leading Companies in Mumbai
1. AirTel (404 092) : Airtel,(2G & 3G) started its operations in Mumbai in 2002-2003.
Airtel has the advantage of being a national player. Airtel is owned by Bharti Group.
Airtel Numbers: 9004,9165,9665,9867,9892,9967,9987,7738.
2. Vodafone (404 020) : Vodafone (formerly Hutch/Orange/MaxTouch). It provide (2G
& 3G)network. Vodafone numbers: 9619,9769,9819,9820,9833,9920,9930,9169,
9167
3. IDEA: (405 799) Idea (2G & 3G) is the GSM branch of Aditya Birla Group started
service in Mumbai circle in 2008 & provide 2G & 3G service in Mumbai. Idea is
main beneficiary of MNP in Mumbai Circle with 71% subscriber base is from MNP

and subscriber are satisfied with Idea service as it is providing better competitions to
Airtel and Vodafone with respect to cheaper call rate and best service with best
network .Idea numbers: 9702,9594,8108,8419,8424,8691,8692.
4. Reliance: (405 15) Reliance launched its GSM operations on 30 December 2008.
Reliance Numbers: 9022,9699,8080,8767,7303,7666. (2G & 3G)
5. Aircel (405 805): Aircel (2G only) is the latest entrant to Mumbai circle. It has
launched its operations in the month of April 2009. Aircel Number: 9768,8898.
6. DOLPHIN (404 069) : Dolphin is the GSM branch of MTNL. The Postpaid mobile
service brand is Dolphin while in Prepaid GSM service the Brand name is Trump.
MTNL GSM service Dolphin along with Trump is operator of Mumbai which
provide 2G and 3G both Mobile service. Dolphin Numbers: 9757,9869,9969.
7. TATA DOCOMO (405 039): Tata Docomo (2G only) It has launched its operations
in the month of November 2008 tata Docomo Number: 9029,8097.
Cross Tabulation
Chi_Square Test of Independence:
The Chi-square test of independence (also known as the Pearson Chi-square test, or simply the Chi-square)
is one of the most useful statistics for testing hypotheses when the variables are nominal, as often happens
in clinical research. Unlike most statistics, the Chi-square (χ2) can provide information not only on the
significance of any observed differences, but also provides detailed information on exactly which
categories account for any differences found. Thus, the amount and detail of information this statistic can
provide renders it one of the most useful tools in the researcher’s array of available analysis tools. As with
any statistic, there are requirements for its appropriate use, which are called “assumptions” of the statistic.
Additionally, the χ2 is a significance test, and should always be coupled with an appropriate test of
strength.
The Chi-square test is a non-parametric statistic, also called a distribution free test. Non-parametric tests
should be used when any one of the following conditions pertains to the data:
1. The level of measurement of all the variables is nominal or ordinal.
2. The sample sizes of the study groups are unequal; for the χ2 the groups may be of equal size or
unequal size whereas some parametric tests require groups of equal or approximately equal size.
3. The original data were measured at an interval or ratio level, but violate one of the following
assumptions of a parametric test:
a) The distribution of the data was seriously skewed or kurtotic (parametric tests assume
approximately normal distribution of the dependent variable), and thus the researcher must use a
distribution free statistic rather than a parametric statistic.
b) The data violate the assumptions of equal variance or homoscedasticity.
c) For any of a number of reasons (1), the continuous data were collapsed into a small number of
categories, and thus the data are no longer interval or ratio.

Assumptions of the Chi-square
As with parametric tests, the non-parametric tests, including the χ2 assume the data were obtained through
random selection. However, it is not uncommon to find inferential statistics used when data are from
convenience samples rather than random samples. (To have confidence in the results when the random
sampling assumption is violated, several replication studies should be performed with essentially the same
result obtained). Each non-parametric test has its own specific assumptions as well. The assumptions of the
Chi-square include:
1. The data in the cells should be frequencies, or counts of cases rather than percentages or some other
transformation of the data.
2. The levels (or categories) of the variables are mutually exclusive. That is, a particular subject fits into
one and only one level of each of the variables.
3. Each subject may contribute data to one and only one cell in the χ2. If, for example, the same subjects
are tested over time such that the comparisons are of the same subjects at Time 1, Time 2, Time 3,
etc., then χ2 may not be used.
Calculating Chi-square
With the data in table form, the researcher can proceed with calculating the χ2
statistic to find out if the
vaccination program made any difference in the health outcomes of the employees. The formula for
calculating a Chi-Square is:
Where:
O = Observed (the actual count of cases in each cell of the table)
E = Expected value (calculated below)
χ2
=The cell Chi-square value
χ2
=Formula instruction to sum all the cell Chi-square values
∑ χ2
i-j= i-j is the correct notation to represent all the cells, from the first cell (i) to the last cell (j);
The first step in calculating a χ2
is to calculate the sum of each row, and the sum of each column. These
sums are called the “marginals” and there are row marginal values and column marginal values.
The second step is to calculate the expected values for each cell. In the Chi-square statistic, the “expected”
values represent an estimate of how the cases would be distributed if there were NO vaccine effect.
Expected values must reflect both the incidence of cases in each category and the unbiased distribution of
cases if there is no vaccine effect. This means the statistic cannot just count the total N and divide by 6 for
the expected number in each cell. That would not take account of the fact that more subjects stayed healthy
regardless of whether they were vaccinated or not. Chi-Square expecteds are calculated as follows:
Where:
E = represents the cell expected value,
MR = represents the row marginal for that cell,
MC = represents the column marginal for that cell, and
n = represents the total sample size.

Measure of strength of association between variables
Cramer’s V is used to measure the strength of the association between one nominal variable with
either another nominal variable, or with an ordinal variable. Both of the variables can have more than 2
levels. (It applies to either nominal X nominal crosstabs, or ordinal X nominal crosstabs, with no restriction
on the number of levels.)
V = √
χ2
nt
n = Total sample size
t = min(r-1, c-1)
Where-
r = number of levels of variable one
c = number of levels of variable two
Pareto analysis
Pareto analysis is a formal technique useful where many possible courses of action are competing for
attention. In essence, the problem-solver estimates the benefit delivered by each action, then selects a
number of the most effective actions that deliver a total benefit reasonably close to the maximal possible
one.
Pareto analysis is a creative way of looking at causes of problems because it helps stimulate thinking and
organize thoughts. However, it can be limited by its exclusion of possibly important problems which may
be small initially, but which grow with time. It should be combined with other analytical tools such as
failure mode and effects analysis and fault tree analysis for example
This technique helps to identify the top portion of causes that need to be addressed to resolve the majority
of problems. Once the predominant causes are identified, then tools like the Ishikawa diagram or Fish-bone
Analysis can be used to identify the root causes of the problems. While it is common to refer to pareto as
"80/20" rule, under the assumption that, in all situations, 20% of causes determine 80% of problems, this
ratio is merely a convenient rule of thumb and is not nor should it be considered immutable law of nature.
Steps to identify the important causes using 80/20 rule:
1. Form an explicit table listing the causes and their frequency as a percentage.
2. Arrange the rows in the decreasing order of importance of the causes (i.e., the most important cause
first)
3. Add a cumulative percentage column to the table
4. Plot with causes on x- and cumulative percentage on y-axis
5. Join the above points to form a curve
6. Plot (on the same graph) a bar graph with causes on x- and percent frequency on y-axis
7. Draw a line at 80% on y-axis parallel to x-axis. Then drop the line at the point of intersection with
the curve on x-axis. This point on the x-axis separates the important causes (on the left) and trivial
causes (on the right)

8. Explicitly review the chart to ensure that at least 80% of the causes are captured
AAIIMM && OOBBJJEECCTTIIVVEESS
Scope of study: scope is limited to Mumbai region only.
Aim of the study: This project aims at studying the present market scenario.
The major players in the market today are Airtel, Vodafone, Mtnl, Tata
Docomo, Reliance, Idea, Aircel. All The companies want to capture the market
study concerns with evaluating fast developing area and so all the service
providers were taken to measure the satisfaction of customer.
Objectives of the study:
 To check whether there is any relationship between
 Age group V/S monthly expenditure on the mobile connection.
 Occupation V/S monthly expenditure on the mobile
connection .
 Service Providers V/S monthly expenditure on the mobile
connection .
 3G Connection V/S monthly expenditure on the mobile
connection .
 To study and identify how the customers are benefitted.
 To evaluate the major service provider satisfied the customer .

 To assess the factors influencing the person’s in selecting a mobile phone
service operator.
 To Understand the performance of different service providers in the
market on various parameters like Product quality, Performance of the
Customer Care Executive(CCE),Service quality, Range and selection of
products available
Customer Satisfaction of mobile phone subscribers
Gender: 1)  Male 2)  Female Q2. Age: - ________
Occupaton: 1)  Salaried 2)  Self-employed 3)  Retired
4)  Student 5)  Housewife
If student then present education level.
Below SSC (10th) SSC HSC (12th) Graduation
Post Graduation Other:
Questionnairs:-
1 .What type of connection it is?* Prepaid Postpaid
2 .Do you use more than 1 SIM Yes No
3 . Which all SIMs do you use currently?*
Airtel Vodafone Idea Reliance Aircel
MTNL Tata Indicom/Docomo Other:
4 .Which is your Main/Primary SIM or Service provider*?
Airtel Vodafone Idea Reliance Aircel
MTNL Tata Indicom/Docomo Other:
5 .Is it a 3G connection?* Yes No
6 .Have you exercised Number Portability (MNP)?* Yes No
7 .How much do you spend monthly on the mobile connection?*
< than 100 101-200 201-500 > than 500
8 .How often do you use these services on your mobile phone?*

Never Rarely Sometimes Often Always
Local Voice calls
STD Calls
ISD Calls
SMS
MMS
General internet
usage/browsing/GPRS
Specially for Facebook,
Twitter,Whatsapp,Wechat,BBM,etc
CRBT (Hello Tunes,Dialler
Tunes, etc)
9 .How important are these factors for you in selecting a mobile phone service operator?*
Extremely Unim
portant
Not Very
Important
Somewhat
Important
Important
Very Importa
nt
Extremely Im
portant
Data services/
Internet
Transparency
in billing
Advertisemen
ts
Innovations/N
ew Services
Network
Coverage
where ever I
go
Tariff/pricing
Retailer
Recommendat
ions
10 .Please rate "Your service provider" for the factors given below*
Strongly Disagree
Somewhat
Disagree
Disagree Somewhat Agree
Strongly
Agree
Agree
Customer care
executives are
helpful
Customer care
executives have
complete knowledge
of tariffs & plans
It is easy to lodge

Strongly Disagree
Somewhat
Disagree
Strongly
Agree
Agree
complaints with
your mobile
phone service
operator
Billing system is
accurate &
transparent
Customer service
executive performs
the right service the
first time
Service resolution is
delivered within
promised time
*
Strongly Disagree
Somewhat
Disagree
Strongly
Agree
Agree
My mobile phone
operator provides
sufficient network
coverage
Incidence of call
drops are least
Voice clarity on my
mobile network is
good
It is easy to activate
a VAS service
(Value
Added Service)
It is easy to de-
activate a VAS
service (Value
Added Service)
I get good internet
speed (GPRS) on
my phone
----------------------------------------x----------------------------------------x-----------------------------------
Collection Method
Population: All the people in Mumbai who uses Smartphones

Sampling procedure: Convenient sampling.
Pilot survey: We conducted a pilot survey of 50 individuals. This helped us to improve our
questionnaire.
Survey: Our sample size (n) for the survey is 573 and after cleaning it reduces to 527.

Statistical Software used for the analysis.
ANALYSIS OF DATA

12%
37%
24%
10%
17%
<=18
19 to 23
24 to 29
30 to 34
>=35
Age group
Conclusion:
The largest group of respondents was youth aged 19-23 yrs old, followed by 24-
29 yrs old and the least was 30-34 yrs old.

33
107 108
23
51
37
168
Aircel Airtel Idea MTNL Reliance Tata Docomo Vodafone
Mobile Phone Subscribers
Conclusion:
As the area of the study is in Mumbai, where the market leader is “Vodafone”, That’s why
majority of the questionary I got filled by Vodafone.
Above data analysis shows that majority of the market that is approximately 73% is covered
by three market leaders Vidafone, Airtel and Idea. Minor is MTNL

0
10
20
30
40
50
60
70
80
90
100
Aircel Airtel Idea MTNL Reliance Tata
Docomo
Vodafone
76.74 78.67 81.81
88.46
78.46
68.51
85.71
23.25 21.32 18.18
11.53
21.53
31.48
14.28
Main% 0ptional%
4444
3
43 136 132 26 65 54 196
Main sim V/s Optional sim
Conclusion:
The above percentage graph show that from the total sample 31% people use Tata Docomo
as an Optional sim and 87% people preferred Vodafone as a Main sim

Conclusion:
Vodafone saw the highest number of port-in requests for any service provider
It means Vodafone, has captured the first position in MNP whereas Idea stood at number
two and Airtel at 3rd
position.

Conclusion:
The above graph shows that the majority of the customers regularly uses local call, Internet
& FB Whatsapp etc. So there is a need for the service providers to be focused on these
services so that the customer can easily avail the benefits.
Values are
in %
Aircel Airtel Idea MTNL Reliance Tata Docomo Vodafone
LOCAL
25.11 24.96 25.89 30.26 25.48 25.67 26.49
STD
13.82 15.19 17.47 14.94 15.45 13.98 14.72
SMS
20.04 15.99 13.9 13.40 15.18 15.7 14.18
INTERNET
20.04 22.02 21.49 21.07 22.28 22.22 21.77
Fb_Wa
20.96 21.82 21.23 20.3 21.58 22.41 22.81
Services V/s Service Providers

Conclusion:
The above analysis shows that the most of the local call is being preferred by MTNL &
STD call by Idea. Most of the respondents use Aircel for SMS service and Reliance for
Internet pack and lastly Vodafone is being preferred for facebook and whatsapp.
Cross Tabulation
# To check association between 3G Connection and Monthly Expenditure on the
Mobile Connection
H0: There is no association between 3G Connection and Monthly expenditure on the
mobile connection
H1: There is an association
Statistic DF Value Prob
Chi-Square 3 28.42 <.0001
Likelihood Ratio Chi-Square 3 28.505 <.0001
Cramer's V 0.2322
Conclusion:
Since p-value is significantly low (i.e. <0.05).We reject H0 and concluding that there is an
association between Spectrum and Monthly expenditure on the mobile connection. Since
Cramer’s V value is between 0.2 and 0.25, there is a moderate association between Service
Providers and Monthly expenditure on the mobile connection.
# To check association between Age and Monthly Expenditure on the Mobile
Connection

SPSS OUTPUT
Age * rs Cross tabulation
rs
Total< than 100 101 to 200 201 to 500 > than 500
Age <=18 Count 23 34 5 2 64
% within Age 35.9% 53.1% 7.8% 3.1% 100.0%
19 to 23 Count 48 108 36 4 196
% within Age 24.5% 55.1% 18.4% 2.0% 100.0%
24 to 29 Count 16 58 41 13 128
% within Age 12.5% 45.3% 32.0% 10.2% 100.0%
30 to 34 Count 6 12 19 13 50
% within Age 12.0% 24.0% 38.0% 26.0% 100.0%
>=35 Count 18 25 25 21 89
% within Age 20.2% 28.1% 28.1% 23.6% 100.0%
Total Count 111 237 126 53 527
% within Age 21.1% 45.0% 23.9% 10.1% 100.0%
H0: There is no association between Age and Monthly expenditure on the mobile
connection
Chi-Square Tests
Value df
Asymp. Sig.
(2-sided)
Pearson Chi-Square 92.432a
12 .000
Likelihood Ratio 94.436 12 .000
Cramer's V 0.242
Conclusion:
association between Age and Monthly expenditure on the mobile connection. Since
Cramer’s V value is between 0.2 and 0.25, there is a Moderate association between Age and
Monthly expenditure on the mobile connection.
# To check association between Service Providers and Monthly Expenditure on the
Mobile Connection
SAS OUTPUT

H0: There is no association between Service Providers and Monthly expenditure on the
mobile connection
Chi-Square 18 46.8657 0.0002
Likelihood Ratio Chi-Square 18 47.0402 0.0002
Cramer's V 0.1722
Conclusion:
association between Service Providers and Monthly expenditure on the mobile connection.
Since Cramer’s V value is between 0.15 and 0.2, there is a weak association between
Service Providers and Monthly expenditure on the mobile connection
# To check association between Occupation and Monthly Expenditure on the Mobile
Connection
H0: There is no association between between Occupation and Monthly expenditure on
the mobile connection
Chi-Square 12 91.5331 0.0001
Likelihood Ratio Chi-Square 12 95.5830 0.0001
Cramer's V 0.2406
Conclusion:
Since p-value is significantly low (i.e. <0.05). We reject H0 and concluding that there is an
association between Occupation and Monthly expenditure. Since Cramer’s V value is
between 0.2 and 0.25, there is a moderate association between Service Providers and
Monthly expenditure on the mobile connection.
Pareto analysis

The Pareto Analysis is used to determine which of the given factors influencing the
person’s in selecting a mobile phone service operator
The first five factors shows more than 75% of the variation.
Conclusion:
Hence, the most important factors influencing the person’s in selecting a mobile phone
service operator are:
 Network Coverage where ever I go.
 Data services/Internet.
 Tariff/Pricing.
 Transparency in billing.
 Innovation/New services
Factor Analysis
To Understand the performance of different brands in the market on various
parameters like Product quality, Performance of the Customer Care
Executive(CCE),Service quality, Range and selection of products available we
consider following 12 variables:-
12 variables are:-
 cc_hp = 'Customer care executives are helpful '
 cc_kn_trif =' Customer care executives have complete knowledge of tariffs
& plans '
 lodge_c = 'It is easy to lodge complaints with your mobile phone service
operator '
 bill_acc = 'Billing system is accurate & transparent '
 rghtser_1stt = 'Customer service executive performs the right service the
first time'
 ser_res_pt= 'Service resolution is delivered within promised time '

 suf_net = 'My mobile phone operator provides sufficient network
coverage'
 cdrop_less = 'Incidence of call drops are least '
 vcliraty_gud = 'Voice clarity on my mobile network is good'
 e_actvas = 'It is easy to activate a VAS service (Value Added Service)'
 e_dactvas = 'It is easy to de-activate a VAS service (Value Added Service)'
 intspd_gud= 'I get good internet speed (GPRS) on my phone '
Correlation matrix:
Original Eigen values and Proportion of Variance Explained:
Eigen values of the Correlation Matrix: Total
= 12 Average = 1
Eigen
value
Difference Proportion Cumulative

Original Rotated Component Matrix:
We remove the Variable with loadings less than 0.5.
Reduced Variables are:
 cc_hp = 'Customer care executives are helpful '
 cc_kn_trif =' Customer care executives have complete knowledge of tariffs & plans '
 lodge_c = 'It is easy to lodge complaints with your mobile phone service operator '
 bill_acc = 'Billing system is accurate & transparent '
 rghtser_1stt = 'Customer service executive performs the right service the first time'
 ser_res_pt= 'Service resolution is delivered within promised time '
 suf_net = 'My mobile phone operator provides sufficient network coverage'
 cdrop_less = 'Incidence of call drops are least '
 vcliraty_gud = 'Voice clarity on my mobile network is good'
 e_actvas = 'It is easy to activate a VAS service (Value Added Service)'
KMO Statistics:
Since, Overall KMO value is 0.80443139 the sample size is adequate. Also, KMO value for
each variable is greater than 0.5, therefore the sample size is adequate.
1 3.4991 2.33885 0.2916 0.2916
2 1.1603 0.05301 0.0967 0.3883
3 1.1073 0.11763 0.0923 0.4806
4 0.9897 0.09926 0.0825 0.563
5 0.8904 0.06015 0.0742 0.6372
6 0.8302 0.14074 0.0692 0.7064
7 0.6895 0.05439 0.0575 0.7639
8 0.6351 0.05233 0.0529 0.8168
9 0.5828 0.01495 0.0486 0.8654
10 0.5678 0.03627 0.0473 0.9127
11 0.5316 0.01537 0.0443 0.957
12 0.5162 0.043 1
Since 1st
3 Eigen values are
greater than 1,we consider
only 3 factors for further
analysis. The 3 factors
together explains 48.06%

Bartlett’s Test of Spherisity
Significance Tests Based on 527 Observations
Test DF Chi-
Square
Pr >
ChiSq
H0: No common factors 66 1060.2 <.0001
HA: At least one common
factor
Since, p-value is significantly low (i.e. <0.05). We reject H0 and conclude that there is at
least one common factor (i.e. Correlation Matrix is not an Identity Matrix)
Eigen values and Proportion of Variance Explained:
= 10 Average = 1
Eigen value Difference Proportion Cumulative
1 2.97021446 1.81091682 0.2970 0.2970
2 1.15929763 0.08386411 0.1159 0.4130
3 1.07543352 0.21278604 0.1075 0.5205
4 0.86264748 0.02359982 0.0863 0.6068
5 0.83904766 0.12096343 0.0839 0.6907
6 0.71808423 0.08164487 0.0718 0.7625
7 0.63643935 0.00373368 0.0636 0.8261
8 0.63270567 0.07172367 0.0633 0.8894
9 0.56098200 0.01583401 0.0561 0.9455
Since 1st
3 Eigen values
are greater than 1,we
consider only 3 factors for
further analysis. The 3
factors together explains
52.05%

= 10 Average = 1
Eigen value Difference Proportion Cumulative
10 0.54514799 0.0545 1.0000
Scree Plot:-
Since 1st
3 Eigen values
are greater than 1,we
consider only 3 factors for
further analysis. The 3
factors together explains
52.05%

0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
1 2 3 4 5 6 7 8 9 10
Scree Plot
The scree plot shows that the graph starts to decrease after first 5 factors. This also
supports the analysis regarding numbers of factors
Unrotated Component Matrix:-

Factor Pattern
Factor1 Factor2 Factor3
cc_kn_trif Customer care executives have complete
knowledge of tariffs & plans
0.68487 0.06996 -0.14609
lodge_c It is easy to lodge complaints with your
mobile phone service operator
0.65248 -0.09633 -0.31636
ser_res_pt Service resolution is delivered within
promised time
0.60597 -0.00494 -0.31166
cc_hp Customer care executives are helpfull 0.57725 -0.44895 -0.10650
rghtser_1stt Customer service executive performs the
right service the first time
0.56763 -0.32749 -0.23358
cdrop_less Incidence of call drops are least 0.47116 0.38640 0.08402
e_actvas It is easy to activate a VAS service (Value
Added Service)
0.47001 0.43502 0.11542
bill_acc Billing system is accurate & transparent 0.43185 0.62999 0.06106
suf_net My mobile phone operator provides
sufficient network coverage
0.45734 -0.28416 0.64468
vcliraty_gud Voice clarity on my mobile network is good 0.46290 -0.14181 0.59266
To avoid cross loading we rotate the original component matrix using Varimax
rotation
Orthogonal Transformation Matrix:-

The SAS System
The FACTOR Procedure
Rotation Method: Varimax
Orthogonal Transformation Matrix
1 2 3
1 0.75765 0.52402 0.38906
2 -0.40755 0.84546 -0.34509
3 -0.50977 0.10290 0.85413
Rotated Component Matrix:-
Rotated Factor Pattern
Factor1 Factor2 Factor3
lodge_c It is easy to lodge complaints with your
mobile phone service operator
0.69488 0.22792 0.01688
rghtser_1stt Customer service executive performs the
right service the first time
0.68261 -0.00347 0.13435
cc_hp Customer care executives are helpfull 0.67461 -0.08803 0.28855
ser_res_pt Service resolution is delivered within
promised time
0.62000 0.28129 -0.02874
cc_kn_trif Customer care executives have complete
knowledge of tariffs & plans
0.56485 0.40301 0.11753
bill_acc Billing system is accurate & transparent 0.03931 0.76522 0.00276
e_actvas It is easy to activate a VAS service (Value
Added Service)
0.11997 0.62597 0.13132
cdrop_less Incidence of call drops are least 0.15666 0.58223 0.12172
suf_net My mobile phone operator provides
sufficient network coverage
0.13367 0.06574 0.82664
vcliraty_gud Voice clarity on my mobile network is good 0.10639 0.18366 0.73525

The rotated component matrix helps to clearly segregate the factors among three different
components. As shown in the matrix, following three components can be formed
Conclusion & Recommendation
 Age group, Occupation, Service providers, 3G connection all are
associated with Monthly Expenditure
 Local call and Internet are the main services that should be focused by
service providers so that customers get benefited
 The major service providers that satisfied the customers are Vodafone,
Airtel and Idea
 The factors influencing the person’s in selecting a mobile phone service
operator are :
o Network Coverage
o Data services/Internet
o Tarif/Pricing
o Transparency in billing

o Innovation/New services
 The performance of service providers are depend on
o Customer care executive
o Comfort services
o Network services

R codes for association check and chi-square test.
Require(foreign); /*for adding package*/
sonu=read.spss("C:Documents and SettingschaurasiyaDesktopprojectfinal.sav");
attach(sonu);
x= table(Occu,rs);
y= chisq.test(x);
SAS codes for association check and chi-square test.
ods html file="ChiSq1";
proc freq data=sonu.s;
tables _3g*rs / chisq;
tables mn_sim*rs / chisq;
run;
ods html close;
SAS code for Correlation Matrix
ods html file ='Matrix.htm';
PROC CORR DATA=sonu.s OUTP=sonucorr;
VAR cc_hp--intspd_gud;
RUN;
ods html close;
SAS and R Program Syntax

SAS code for Factor Analysis
ods html file ='Factor.htm';
Proc Factor data=sonu.factor METHOD=ml nobs=527 REORDER msa heywood res ;
var cc_hp cc_kn_trif lodge_c bill_acc rghtser_1stt ser_res_pt suf_net
cdrop_less vcliraty_gud e_actvas;
label
cc_hp = 'Customer care executives are helpfull '
cc_kn_trif =' Customer care executives have complete knowledge of tariffs &
plans '
lodge_c = 'It is easy to lodge complaints with your mobile phone service
operator '
bill_acc = 'Billing system is accurate & transparent '
rghtser_1stt = 'Customer service executive performs the right service the
first time'
ser_res_pt= 'Service resolution is delivered within promised time '
suf_net = 'My mobile phone operator provides sufficient network coverage'
cdrop_less = 'Incidence of call drops are least '
vcliraty_gud = 'Voice clarity on my mobile network is good'
e_actvas = 'It is easy to activate a VAS service (Value Added Service)'
e_dactvas = 'It is easy to de-activate a VAS service (Value Added Service)'
intspd_gud= 'I get good internet speed (GPRS) on my phone ';
run;
ods html close;
ods html file ='Factor1.htm';
Proc Factor data=sonu.factor METHOD=principal nobs=527 REORDER rotate=varimax
scree res ;
var cc_hp cc_kn_trif lodge_c bill_acc rghtser_1stt ser_res_pt suf_net
cdrop_less vcliraty_gud e_actvas;
label
cc_hp = 'Customer care executives are helpfull '
cc_kn_trif =' Customer care executives have complete knowledge of tariffs &
plans '
lodge_c = 'It is easy to lodge complaints with your mobile phone service
operator '
bill_acc = 'Billing system is accurate & transparent '
rghtser_1stt = 'Customer service executive performs the right service the
first time'
ser_res_pt= 'Service resolution is delivered within promised time '
suf_net = 'My mobile phone operator provides sufficient network coverage'
cdrop_less = 'Incidence of call drops are least '
vcliraty_gud = 'Voice clarity on my mobile network is good'
e_actvas = 'It is easy to activate a VAS service (Value Added Service)'
e_dactvas = 'It is easy to de-activate a VAS service (Value Added Service)'
intspd_gud= 'I get good internet speed (GPRS) on my phone ';
run;
ods html close;

Customer satisfaction of mobile phone subscribers

Recomendados

Recomendados

Mais conteúdo relacionado

Mais procurados

Mais procurados (18)

Destaque

Destaque (18)

Semelhante a Customer satisfaction of mobile phone subscribers

Semelhante a Customer satisfaction of mobile phone subscribers (20)

Último

Último (20)

Customer satisfaction of mobile phone subscribers