Hutch Project

1

A PROJECT REPORT ON

CUSTOMER SATISFACTION ON HUTCH SERVICE (StarpowerZ HR Pvt. Ltd., Khairathabad, Hyderabad)

Submitted By

(2005-2007)

2

INDEX S.NO.

PARTICULARS

1.

INTRODUCTION OF THE TOPIC

2.

INDUSTRY PROFILE

3.

COMPANY PROFILE

4.

OBJECTIVE OF THE STUDY

5.

RESEARCH METHODOLOGY

6.

ANALYSIS & INTERPRETATION

7.

FINDINGS

8.

CONCLUSIONS

9.

SUGGESTIONS

10.

QUESTIONNAIRE

11.

BIBLIOGRAPHY

3

4

INTRODUCTION OF THE TOPIC After the globalization of India economy in 1991 the tele communication sector remained one of the most happening sectors in India. The recent years witnesses rapid and dramatic changes in the field of tele communications. In the last few years more and more companies both foreign, domestic, come into cellular service, service market and offers large number of services to the people. A consumer may be referred to anyone engaged in evaluating, acquiring, using or disposing of services which he expects will satisfy his wants. If any producer makes out the marketing programmer ignoring the consumer preferences, he cannot possibly achieve his ultimate objectives. A manufacturer must plan his production and distribution to suit the consumer’s convenience rather than his own. Therefore a marketer must know more and more about the consumers so that the products can be produced in such a fashion to give satisfaction to them. In the year of 1989, the number of cell phone users in India was zero. In the year of 1999 the number of cell phone users has gone up by 13 lakhs. In the year of 2000 the number of cell phone users has risen by one million.

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6

INDUSTRY PROFILE India operates one of the largest telecom networks in Asia. The telecommunication network continued to grow at a rapid pace as a higher switching capacity of 17.9 lakh lines was added in the network in 1998-99 as against 35.2 lakh lines in 1997-98 resulting in an increase of 22.5 per cent in the switching capacity in 1998-99 over the preceding year. The number of new connections provided in 1998-99 (was 37.9 lakh as against 32.6 lakh in 1997-98. Similarly, microwave and optical fiber network was enhanced. 2,06,500 lines of Trunk Automatic Exchange (TAX) capacity, 14,009 Route Kilometers (RKMs) of microwave and 31,771 Route Kilometers of optical fiber were added in 1998-99 over the total TAX capacity of 12,61,500 lines. 72,592 Route Kilometers of microwave and 76,261 Route Kilometers of optical fiber respectively as on March 31, 1998. Efforts to expand the network have been continued in 1999-2000.

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INVESTMENT Six companies have so far signed the license agreement with the Government for providing basic telephone services in the states of Andhra Pradesh, Gujarat, Maharastra, Madhya Pradesh, Rajasthan and Punjab. Interconnectivity of network for data transmission has been permitted as per the recommendations of the National Task Force on Information Technology and Software Development. An integrated computerized customer service package for commercial, directory enquiry and telephone billing and accounting has been implemented in 14 Telecom Districts its first phase in the current, year. The fault repair service has also been included in the software. This will help in delivery of customer service on single window concept with a single integrated database. Licenses to 187 Internet Services Providers (ISP) has been issued. An InterMinisterial Committee has finalized the guideline for setting up the International Gateway by ISPs. Accordingly, applications have been invited from ISPs for setting up of International Gateway and the response for this has shown a remarkable trend as more companies go for the investment in Interent Segment. The opening up of Ku-band for V-SAT operation is being finalized and the recommendations of the TRAI are awaited on this matter. DOT has also provided access to the nearest Internet node on local call basis, throughout India except

8 for Andaman & Nicobar Islands and Leh due to problem of technical feasibility. It has been decided to set up Internet access node at every secondary switching area by end of 2000 as per the recommendations of the National Task Force on Information Technology and Software Development. A number of other value added services, viz. Voice-mail/Audio-Text, E-mail, VSAT, and Radio Paging etc. have also been franchised to various private/public Indian registered companies on non-exclusive basis. The National Telecom Policy (NTP) 1994 had envisaged the objective of one public call office (PCO) for every 500 persons in the urban areas. As on September 30, 1999, 5.70 lakh PCOs were working all over the country. The present PCO-Population ratio at the national level is 1:453 for urban areas on allIndia average basis. Further, as per the National Telecom Policy (NTP), every village is to be provided with one public telephone. This target has now been rescheduled and expected to be completed by the end of 9th Five-Year Plan. As per the terms of the license agreement, private operators have to provide a minimum of 10 per cent Direct Exchange Lines (DELs) as village public telephones (VPTs). Out of 6.07 lakh villages in the country, 3.43 lakh villages have been provided with public telephones by the end of September 1999. During 1998-99, a total of 37,058 villages were provided with telephone facility and during the current year 1999-2000, it is proposed to provide 45,000 VPTs. November 1994, 8 licenses were issued for Cellular Mobile Telephone service in 4 metro cities. Further 34 licenses to 14 companies for 18 telecom circles were

9 issued since December, 1995. The service has since been started in all the 4 metro cities and selected cities in 18 Telecom Circles. There were about 13.5 lakh cellular mobile telephone customers in the country as December 30, 1999.

10 NEW TELECOM POLICY 1999 (NTP 1999) New Policy Framework In order to effect separation of service providing functions from policy and licensing functions etc., a separate Department of Telecom Services (DTS) has been set up in October, 1999. Department of Telecommunication (DOT) would be concerned with the functions relating to the implementation of treaties and agreements with other countries; policy matters, licensing, coordination, research and development, private investment, administration of laws (Acts), Enquiries and Statistics etc. relating to Telephone Industries (ITI) and Hindustan Teleprinters Ltd. (HTL). DTS will look after the execution of land. all matters other than policy and licensing relating to services of telephones, wireless, data, facsimile and telematics, MTNL, C-DOT etc. The Telecom Commission will handle matters relating to the coordination between the DOT and DTS. This will include corporatisation of DTS as India Telecom. In terms of National Telecom Policy (NTP) 1999 and subsequent Government approval in 1999, a Package for Migration from fixed license fee to revenue sharing under New Telecom Policy was offered to the Telephone Instruments Service Providers, which has been accepted by most of them. Consequent to the change in the tariff revision announced by Telecom Regulatory Authority of India (TRAI), the DOT as a service provider (now DTS), adopted the tariff with some modifications. The tariff in respect of rural

11 subscribers and low calling urban subscribers was retained at the level prevailing prior to the notification. In addition, the subscribers got the benefit of reduction in STD/ISD rates as announced by TRAI. It was estimated that the combined effect of these revisions would entail significant net reduction in DOT'S revenue in the current year. TRAI was, therefore, requested to rework the tariffs for the next two years, keeping in view the negative impact on the revenues of Telecom operators. Graph Showing the Subscribers Of Mobile Service providers.

Total Number of Subscribers 12000000 10000000 8000000 6000000

Series1

4000000 2000000 Others

MTNL

Reliance

SpiceGP

BPL

Idea

Hutch

BSNL

Bharti

0

12 CELLULAR MOBILE SERVICE PROVIDERS INTRODUCTION: Cellular Telephony - the technology that gives a person the power to communicate anytime, anywhere - has spawned an entire industry in mobile telecommunication. Mobile telephones have become an integral part of the growth, success and efficiency of any business / economy. The most prevalent wireless technology in the world today, is GSM. The GSM MoU (Global System for Mobile Communications) was instituted in 1987 to promote and expedite the adoption, development and deployment and evolution of the GSM standard for digital wireless communications. The Association was formed as a result of a European Community agreement on the need to adopt common standards suitable for cross border European mobile communications. Starting off primarily as a European standard, the Groupe Speciale Mobile as it was then called, soon came to represent the Global System for Mobile Communications as it achieved the status of a world-wide standard. The GSM MoU Association addresses issues of concern facing the operator, the administrator, the regulator around theglobe. The GSM membership has grown exponentially since 1992. The membership now extends to 323 members from over 125 countries. (See graph) The GSM network now services over 125 million customers world-wide. The world's satellite operators have also joined the GSM community, which further adds to its

13 strength and impact on world markets. GSM is today, the world's leading digital standard accounting for 64% of the global digital wireless market. The cellular Mobile Service Providers (CMSP) shall be permitted to provide mobile telephony services including permission to carry its own long distance traffic within their service area without seeking an additional license. Direct interconnectivity between licensed CMSP's and any other type of service provider (including another CMSP) in their area of operation including sharing of infrastructure with any other type of service provider shall be permitted. Licenses would be awarded for an initial period of twenty years and would be extendible by additional periods of ten years thereafter. FIXED SERVICE PROVIDERS The Fixed Service Providers (FSP) shall be freely permitted to establish `last mile' linkages to provide fixed services and carry long distance traffic within their service area without seeking an additional license. Direct interconnectivity between FSPs and any other type of service provider (including another FSP) in their area of operation and sharing of infrastructure with any other type of service provider shall be permitted. The FSP allowed to directly interconnect with the VSNL after the opening up of national long distance from January 1, 2000. The FSP may also utilize last mile linkages or transmission links within its service area made available by other service providers.

14 The FSP licenses would be required to pay a one time entry fee. All FSP licensees shall pay license fee in the form of a revenue share. It is proposed that the appropriate level of entry fee and percentage of revenue share and basis for selection of new operators for different service areas of operation would be recommended by TRAI in a time-bound manner, keeping in view the objectives of the New Telecom Policy. As in the case for cellular, for WLL also, availability of appropriate frequency spectrum as required is essential not only for providing optimal bandwidth to every operator but also for entry of additional operators. CABLE SERVICE PROVIDERS Under the provisions of the Cable Regulation Act, 1995, Cable Service Providers (CSP) shall continue to be freely permitted to provide 'last mile' linkages and switched services within their service areas of operation and operate media services, which are essentially one-way, entertainment related services. INTERNET TELEPHONY Internet telephony shall not be permitted at this stage. However, Government will continue to monitor the technological innovations and their impact on national development and review this issue at an appropriate time.

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RADIO PAGING SERVICE PROVIDERS The Radio Paging Service Providers (RPSP) shall be permitted to provide paging services within their service area of operation, Direct interconnectivity between licensed RPSPs and any other type of service provider in their area of operation including sharing of infrastructure shall be permitted. Interconnectivity between service providers in different service areas shall be reviewed in consultation with TRAI. The radio paging licenses shall pay a one time entry fee. The basis for determining the entry fee and basis for selection of additional operators will be recommended by the TRAI. All radio paging licensees shall pay license fee as a revenue share.

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OTHER SERVICE PROVIDERS For application like tele banking, tele-medicine, tele-education, tele trading, e-commerce, other service providers will be allowed to operate by using infrastructure provided by various access providers. No license fee will be charged but registration for specific services being offered will be required. These service providers will not infringe on the jurisdiction of other access providers and they will not provide switched telephony. •

At present in the country, there are 24604 electronic and 15 non-electronic exchanges are functioning.

•

The Union Cabinet approved the migration package for private telecom operators. Subsequent to the adoption of New Telecom Policy (1999) by the government, the existing licensees of Cellular Mobile Telephone Services and Basic Telephones Services were offered to migrate to NTP 1999. As per this package, the licensees were offered migrations to NTP1999.

•

Although the telecom segment is liberalized and this important segment does not come free from controversies and contentious issues. Issues like implementation of the CPP regime as recommended by the TRAI, the role

17 of TRAI in issuing licenses, the cancellation of licenses, the percentage of revenue share between private operators and the government and lastly the differences between TRAI and MTNL over the launch of the latest cellular services are some among the issues to be solved. •

The DoT has drawn an ambitions plan to provide over one million telephone connections based on wireless in local loop (WLL) system during 2000-01.

•

The government initiated the process of separating the policy making functions of the Department of Telecom from its functions as a service provider.

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Company Profile Hutchison established its presence in India in 1994, through a joint venture with Max India Limited. In 1995, Hutchison Max Telecom became the first operator in India

to

launch

its

cellular

service.

Today, Hutchison is the one of the largest providers of cellular services in India with presence in all the major regions - Orange in Mumbai and Hutch in Gujarat, Kolkata, Andhra Pradesh, Karnataka, Delhi, Chennai, Haryana, Rajasthan and UP(E). It is also the country’s largest roaming operator, with a more extensive network in India

and

around

the

world

than

any

other

operator.

It is part of the Hong Kong based multinational conglomerate Hutchison Whampoa Limited, a Fortune 500 company, and one of the largest companies listed on the Hong Kong Stock Exchange. Its operations span 36 countries across

the

Asia

Pacific

region,

Europe

and

the

Americas.

Hutchison affiliates jointly account for the largest number of cellular subscribers in India numbering over 4 million.

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HISTORY AND DEVELOPMENT Hutch’s presence in India dates back to late 1992, when they worked with local partners to establish a company licensed to provide mobile telecommunications services in Mumbai (formerly Bombay). Commercial operations began in November 1995. Between 2000 and March 2004,Hutch acquired further operator equity interests or operating licences, and now provide mobile services in 13 of the 23 defined service areas across the country, with a further two areas at planning stage. These service areas collectively cover 56% of India's population and 74% of current mobile customers. Hutch India has benefited from rapid and profitable growth in recent years. Hutch had over 7.1 million customers by the end of 2004, making us the fourth-largest private mobile operator in the country

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AWARDS AND ACHIEVEMENTS No. 1 in Customer satisfaction - TNS India Celltrack 4 Launched Punjab, UP West and West Bengal Best Continued Campaign - OrangeTM - ABBY Awards Added Punjab, Haryana, Rajasthan and UP (East) circles to India operations Acquired ADIL, with operations in Rajastan, UP East and Haryana 'India's most admired Telecom Company' - Business World - IMRB NFO MBL Best Performer in Customer Satisfaction Won auction for licenses to operate GSM services in Karnataka, Andhra Pradesh and Chennai Acquisition

of

Delhi

operations

Entered Calcutta and Gujarat markets through acquisition Hutchison and Max established Hutchison Max

Corporate Structure •

Hutchison-Essar is a Hutchison Whampoa company. It is a joint venture between the Hong Kong-based mobile group and the Indian conglomerate Essar Group.

Financial and Operational Performance

22

•

Hutchison declared revenues of HK$3.2bn in H1 2006 from its Indian operations, up from HK$1.95bn in H1 2005.

•

Hutchison-Essar had 18 m subscribers at end-march 2007 COMPANY Hutch Airtel Idea

TOWN 214 215 175

TOTAL NETWORK COVERAGE IN ANDRA PRADESH 250 TOWNS

200 150

Series1

100

Series2

50 0 Hutch

Airtel COM PANIES

Idea

23 Company Strategy • •

Hutchison-Essar entered the mobile market in 1995 in the first wave of operator licensing The operator has a presence in all four metro circles in India.

•

The operator is expanding its business and increasing market share through a combination of growth by acquisition (it has acquired the operations of Fascel and Aircel in the year to September 2004) as well as network investment. Nokia is currently increasing capacity on its networks in Chennai, Andhra Pradesh and Karnataka, while also rolling out new networks in West Bengal and western Uttar Pradesh.

•

The operator has followed the 60% tariff cuts introduced by Reliance Infocomm to the pre-paid mobile market in August 2004, in a bid to maintain market share.

• •

The operator launched EDGE services in July 2004 Recently (in 2006) Orange was renamed as Hutch, using a pink background in advertising material instead of the previous orange colour. Before the transition, Mumbai was overrun with billboards that simply said "Bye". A week later, the same billboards, along with the rest of the country, sported the Hutch tristar in a new, vivid pink. At the time, Mr. Naveen Chopra, corporate vice president, group marketing, Hutchison Essar, said, "The idea is just to refresh the brand, and inculcate a new 'Hutch spirit'." But the brand makeover had less to do with creating excitement and more with renouncing the Orange brand to Orange Telecom and creating the new pan-Indian Hutch brand. With Vodafone acquiring 67% of Hutch for

24 U$11.1b, Vodafone is going to replace the Hutch brand with the Vodafone brand.

Products and Services •

Hutch India provides 2G services using digital GSM technology. We offer GSM voice and data services in all of the regions in which we currently operate.

•

•

In addition to basic mobile voice telephony services, we offer a wide range of value-added and data services. These include voicemail, dual SIM card capabilities, missed-call alerts, SMS, GPRS services and e-mail services. Hutch India has roaming arrangements with some 250 international and 46 domestic operators Hutchison-Essar currently offers GSM services across 12 circles in India.

• •

It offers pre- and post-paid voice, MMS and internet access services. August 2004: Hutchison-Essar formally notified its intention to list its Indian operations and all of its 2G businesses.

•

July 2004: The operator launched EDGE services and began talks with TV channels over content streaming

•

July 2004: Hutchison-Essar launched services in Punjab

•

March 2007 :

It has been named the 'Most Respected Telecom Company', the 'Best Mobile Service in the country', and the 'Most Creative and Most Effective Advertiser of the Year'.

It now has operations in 16 circles accounting for 70% of India's mobile customer base.

25

The challenges ahead •

Hutchison Essar's ARPUs have fallen slightly, from Rs 490 in the AprilJune quarter to Rs 487 in the July-September quarter. And the ARPUs of rivals like Bharti Televentures are picking up.

•

In markets like Delhi, the revenues of rivals have grown faster than those of Hutchison. Delhi accounts for over 21 per cent of Hutchison Essar''s total revenues

•

It does not have a pan Indian presence and is missing from lucrative markets like Maharashtra and Tamil Nadu. Its value added services advantage is becoming smaller as others have launched numerous services.

On 11 February 2007 Vodafone agreed to acquire a controlling interest of 67% in Hutch-Essar for US$11.1 billion, pipping Anil Ambani group's Reliance Communications, Hinduja Group, and Essar Group, owner of the remainder. Hutch is India's fourth largest mobile provider. The company has offered to buy Essar's stake on the same terms.

“Today’s consumers do not want to hear the virtues of a brand, they are interested in specifics and that’s what our campaigns always do.”

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OBJECTIVES OF THE STUDY The following are the objectives of the study.

1. To study the problems faced by the respondents with Hutch service. 2. To study customer satisfaction level on Hutch service. 3. To find out consumer preferences. 4. To analyses the level of awareness about Hutch services. 5. To make suggestions in the light of the findings of the study.

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RESEARCH METHODOLOGY

Methodology is an essential aspect of any project or research. It enables the researches look at the problem in a systematic, meaningful and orderly way. Methodology comprises the sources of data, selection of data, various designs and techniques used for analyzing the data.

1. Collection of data The primary data are collected through survey method. Survey method is undertaken to find the customer satisfaction and opinion. A survey was conducted among the people of Hyderabad city by the aid of well structured questionnaire. The population for the study consists of people who are using cell phones in Hyderabad city. The sampling unit for the study is 100, which includes the cell phone users in Hyderabad city. The sampling size includes male and female users from different occupation, age. The sampling size was restricted to 100 for want of time. Here, convenient sampling technique has been adopted for collecting the primary data.

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2. Statistical tools For analyzing the data, statistical tables, percentages and test were used.

3. LIMITATIONS

 The samples are selected from population having multi-service features.  Another limitation on the study is on sample analysis.

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32

Table: 1  Age group of respondents

Age Group

Number of Respondents

Percentage

20-25

48

48%

25-35

23

23%

35-45

14

14%

Above 45

15

15%

Total

100

100%

INTERPRETATION: •

48% of the respondents are between the age group 20 – 25.

•

23% of the respondents are between the age group 25 – 35.

•

14% of the respondents are between the age group 35 – 45.

•

15% of the respondents are above 45 years of age.

33

Chart: 1  Age group of respondents

Age Group of Respondents

24% 20-25 25-35 35-45 Above 45

49% 12% 8%

Table: 2

7%

Total

34

 Occupation of the respondents

Occupation

Number of Respondents

Percentage

Students

46

46%

Business

31

31%

Govt. Services

18

18%

Ex- Service men

05

05%

Total

100

100%

INTERPRETATION: •

46% of the respondents are Students.

•

31% of the respondents are Businessmen.

•

18% of the respondents are from Govt. Services.

•

5% of the respondents are Ex-Services men.

Chart: 2

35

 Occupation of the Respondents

Occupation of Respondents

5% 18% 46%

Students Business Govt. Services Ex- Service men

31%

Table: 3

36  Gender group of the Respondents

Gender

Number of Respondents

Percentage

Male Female Total

68 32 100

68% 32% 100%

INTERPRETATION: •

68% of the respondents are Male.

•

32% of the respondents are Female.

37

Chart: 3  Gender group of the Respondents

Gender Group of Respondents

32% Male Female 68%

38

39

Table: 4  Are you a mobile user?

Response

Number of Respondents

Percentage

Yes No Total

100 0 100

100% 0% 100%

INTERPRETATION: •

100% of the respondents are Mobile users.

Chart: 4  Are you a mobile user?

Number of Mobile Users

No 0%

Yes No

Yes 100%

40

Table: 5  Presently you are in Post/Pre Paid

Response

Number of Respondents

Percentage

Post Paid Pre Paid Total

17 83 100

17% 83% 100%

INTERPRETATION: •

17% of the respondents are Post paid users.

•

83% of the respondents are Pre paid users.

Chart: 5  Presently you are in Post/Pre Paid

Post/Pre Paid Users

Post Paid 17%

Post Paid Pre Paid Pre Paid 83%

41

Table: 6  Are you satisfied with Hutch Network Coverage?

Response

Number of Respondents

Percentage

Yes No Total

12 78 100

12% 78% 100%

INTERPRETATION: •

12% of the respondents are satisfied

•

78% of the respondents are not satisfied.

Chart: 6  Are you satisfied with Hutch Network Coverage?

Satisfaction Level (Network)

Yes 13%

Yes No

No 87%

42

Table: 7  Most preferable in Hutch Connection

Connections

Number of Respondents

Percentage

Low call Rate Full take time Extra talk time Others Total

62 15 18 05 100

62% 15% 18% 5% 100%

INTERPRETATION: •

62% of the respondents prefer Low call rate.

•

15% of the respondents prefer Full talk time.

•

18% of the respondents prefer Extra talk time.

•

5% of the respondents prefer Others (i.e. sms, group calls).

43

Chart: 7  Most preferable in Hutch Connection

Hutch Connections

70 62 60

50

40

30 18

20

15

10

5

0 Low call Rate

Full take time

Extra talk time

Number of Respondents

Others

44

Table: 8  Opinion on tariff plans

Response

Number of Respondents

Percentage

Excellent Fine Good Need some change Total

32 46 18 04 100

32% 46% 18% 4% 100%

INTERPRETATION: •

32% of the respondent’s opinion is Excellent.

•

46% of the respondent’s opinion is Fine.

•

18% of the respondents opinion is Good

•

4% of the respondents wants Need some change

45

Chart: 8  Opinion on tariff plans

Opinion On Tariff Plans

50

46

45 40 35

32

30 25 18

20 15 10

4 5 0 Excellent

Fine

Good

Number of Respondents

Need some change

46

Table: 9  Opinion on features in service

Features

Number of Respondents

Percentage

GPRS Games Net Others Total

48 42 03 07 100

48% 42% 3% 7% 100%

INTERPRETATION: •

48% of the respondents like GPRS.

•

42% of the respondents like Games.

•

03% of the respondents like net facilities

•

07% of the respondents like other features

47

Chart: 9  Opinion on features in service

Opinion on Features

Net Others 3% 7% GPRS 48%

GPRS Games Net

Games 42%

Others

Table: 10

48

 Opinion on Hutch Advertisement Response Excellent Fine Good Need some change Total

Number of Respondents 48 26 21 05 100

Percentage 48% 26% 21% 5% 100%

INTERPRETATION: •

48% of the respondent’s opinion is Excellent.

•

26% of the respondent’s opinion is Fine.

•

21% of the respondents opinion is Good

•

5% of the respondents wants Need some change

49

Chart: 10  Opinion on Hutch Advertisement

Opinion on Advertisements

Need some change 5% Good 21%

Excellent 48%

Excellent Fine Good

Fine 26%

Need some change

50

Table: 11  What influenced to opt for Hutch Service?

Opinion

Number of Respondents

Percentage

Friends Relatives Advertisements Others Total

28 12 52 08 100

28% 12% 52% 8% 100%

INTERPRETATION: •

Friends influence 28% of the respondents.

•

Relatives influence 12% of the respondents.

•

Advertisements influence 52% of the respondents.

•

Other factors influenced 8% of the respondents.

Chart: 11  What influenced to opt for Hutch Service?

Influence Factors

60

52

50 40 30

28

20

12

8

10 0 Friends

Relatives

Advertisements

Number of Respondents

Others

51

Table: 12  Durations of using Hutch Services.

Duration

Number of Respondents

Percentage

New Below 6 months Below 1 year Above 1 year Total

18 14 32 36 100

18% 14% 32% 36% 100%

INTERPRETATION: •

18% of the respondents are New customers.

•

14% of the respondents are Below 6 months.

•

32% of the respondents are Below 1 year.

•

36% of the respondents are Above 1 year

52

Chart: 12  Durations of using Hutch Services.

Duration

40

36

35

32

30 25 20

18 14

15 10 5 0 New

Below 6 months

Below 1 year

Number of Respondents

Above 1 year

53

Table: 13  Customers having other connections

Response

Number of Respondents

Percentage

Yes No Total

17 83 100

17% 83% 100%

INTERPRETATION: •

17% of the respondents are having other service connections.

•

83% of the respondents are only Hutch Customers.

Chart: 13  Customers having other connections

Other Service Customers

Yes 17%

Yes No No 83%

54

FINDINGS

55

The following are the findings of the study.

1. 46% of the respondents who use the Hutch cell phones are students 2. 68% of the respondents are male 3. 62% of the respondents prefer low call rate in Hutch connection. 4. 78% of the respondents are finding problem in Hutch Network about coverage. 5. 73% of the respondent’s opinion on Chotta-Recharge is excellent. 6. 74% of the respondents are satisfied with the advertisement given by Hutch. 7. 52% of the respondents are motivated by the advertisement to avail the Hutch service. 8. 66% of the respondents are suggesting Hutch to their friends / family. 9. 59% of the respondents are get value for money on Hutch service. 10. 87% of the respondents are suggested improving the network coverage.

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57

CONCLUSIONS 1. Customer likes to use problem free service in the sense of coverage. 2. Most of the customers preferred low call rate in their connection. 3. Most of the Hutch customers are influenced by advertisement.

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59

Suggestions Following are the suggestions to improve the buying behaviour of consumer.

1. Enormous facilities can be included in Hutch services. 2. Still advertisement should be improved so that it will reach all people. 3. New schemes can be introduced exclusively for students. 4. Various kinds of sales promotional activities can be introduced by the Hutch Company.

It can be concluded that the existing customers are satisfied with the Hutch service and is having good prospective customers for Hutch services. By creating more awareness, better coverage, connectivity and new schemes the prospects for Hutch service can be generated. The researchers concluded that “A bird without wings cannot fly likewise, a man without Hutch connection in a cell cannot dwell in future”.

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61

CUSTOMER SATISFACTION ON HUTCH SERVICE Name: Age: Occupation: Sex: ……………………………………………………………………………… …. 1) Are you a regular mobile user? A) Yes

B) No

2) Presently you are in to…… A) Post paid

B) Pre paid

3) Are you happy with that service? A) Yes

B) No

4) Are you finding any problem in Hutch network about coverage? A) Yes B) No If yes : What kind/ type of problem ……………………………………….. 5) Are you satisfied with customer care service when the problems occur? A) Yes

B) No

If No : What kind of problem ………………………………….. 6) Are you aware of Hutch services? A) Yes

B) No

7) What do you prefer most in Hutch connection? A) Low call rate

B) Full talk time

C) Double talk time

D) Others…..

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8) What is your opinion on Hutch tariff plans? A) Excellent

B) Fine

C) Good D) Need some change 9) Are you aware of Buddy service in Hutch? A) Yes

B) No

10) Which feature you like in Hutch service? A) GPRS

B) Games

C) Net

D) Others…..

11) What is your opinion on Chotta-Recharges? A) Excellent

B) Fine

C) Good

D) Need some change

12) Are you aware VAS(Value Added Service)? A) Yes

B) No

13) Your opinion on Hutch advertisement? A) Excellent

B) Fine

C) Good

D) Need some change

14) What influenced you to opt for Hutch service? A) Friends

B) Relatives

C) Advertisement D) Others…….. 15) Since how long you have been using Hutch cellular service? A) New

B) Bellow 6 months

C) Bellow one year

D) Above one year

63

16) Preference of using Hutch? A) Good service

B) Clarity of network

C) Low call rate

D) VAS

17) Do you have any other connection? A) Yes

B) No

If Yes Why? …………………………………………. 18) Do you suggest Hutch to your friends/family? A) Yes

B) No

19) Do you get value for money on Hutch service please give the details …………………………………………… …………………………………………… 20) Do you want give any suggestions on Hutch service? …………………………………………….. …………………………………………….. ……………………………………………..

Ph. No:

A Survey done by: B.KARUNAKAR M.B.A. (II Year)

64

65

BIBLIOGRAPHY

1. Referred Books:  Principles of Marketing Kotler Philips & Armstrong Gary.

2. Web Sites:  www.hutch.co.in  www.google.com  www.answers.com

3. Issues:  Indian Journal of marketing Prof. V. Shekhar- Editorial Advisor. Mrs. S. Gilani- Editor.