...analyze the customer preference and satisfaction measurement in Indian Telecom Industry” SUBMITTED BY Naman Shah PGP/SS/06-08 ALUMNI REFERENCE ID: SS/06-08/AHD/MKTG/2 SUMISSION DATE: 27th August, 2008 GUIDED BY Prof. Pabitra Ranjan Chakravorty Senior Research Associate (Marketing) IIPM, Ahmedabad. I LETTER OF CONSENT IIPM Ahmedabad 19, Inquilab Society, Gulbai Tekra, Ahmedabad-380015 To, The Dean, IIPM-Ahmedabad Date: November 6, 2007 Respected Sir, Subject: Letter of Consent I, Prof. Pabitra Ranjan Chakravorty, a faculty of Marketing Management of IIPM-Ahmedabad, expressing my interest in guiding for a thesis on “To critically analyze the customer preference and satisfaction measurement in Indian Telecom Industry” to Mr. Naman Shah, a student of PGP/SS/06-08. This is to inform that I shall support him as a guide for his thesis on the above mentioned topic and extend my knowledge and help in all ways possible. Thank You. Yours faithfully, Prof. Pabitra Ranjan Chakravorty. II LETTER OF APPROVAL III PREFACE The customers are very important and play a crucial role in any process of marketing. Today, customers are the kings of the market because the customer loyalty and customer preference are built by the products and the services offered to the customers and they seek for the more benefits and money’s worth for the amount they spend. That is where the concept of customer preference and consumer behavior comes because the customers make the marketers...
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...Customer Service in Robi EXECUTIVE SUMMARY: This report is prepared on the basis of my three-month practical experience at RobiAxiata Limited. This internship program helped me to learn about the practical scenario of a Telecommunication Company. RobiAxiata Limited is a dynamic and leading countrywide GSM communication solution provider. It is a joint venture company between Axiata Group Berhad, Malaysia and NTT DOCOMO INC, Japan. RobiAxiata Limited, formerly known as Telecom Malaysia International (Bangladesh), commenced its operation in 1997 under the brand name Aktel among the pioneer GSM mobile telecommunications service providers in Bangladesh. Later, on 28th March 2010 the company started its new journey with the brand name Robi. This report has been presented based on my observation and experience gathered from the company. The organization has many divisions and departments but he focus is given more on the level of employee satisfaction in Technical Division as I only got the opportunity to work in this division. The report mentions about the facilities and benefits RobiAxiata Limited provides to their employees. A research is conducted to draw a conclusion on the effects of these facilities and benefits. The result that is found is quite considerable. However RobiAxiata Limited should work a lot to convince and sustain their existing employees. The result of the research is described in details in this report in the later chapters...
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...A state of art methods research on methods to assist customer requirements elicitation Fabio Alves Serconek I declare that this submission is entirely my own original work. I declare that, except where fully reference direct quotations have been included, no aspect of this submission has been copied from any other source. I declare that all other works cited in this submission have been appropriately referenced. I understand that any act of Academic Dishonesty such as plagiarism or collusion may result in the non-award of my degree. Signature…………………………………………………………………………………… Date………………………………………………………………………………………….. Table of Contents Abstract 3 1. Introduction 3 2. General process of customer requirements management 3 2.1. Requirement Elicitation 5 3. Kansei mining 5 3.1. Kansei Engineering 5 3.2. Kansei mining method 6 3.3. Case study 7 3.4. Method analysis 8 4. Picture Sorting and ART2 Network 8 4.1. Sorting technique 9 4.2. The ART2 Network 10 4.3. Case study 11 4.4. Method analysis 12 5. Conclusion 13 6. References 14 Figure Index Figure 1 - Customer requirement management process (Jiao & Chen, 2006) 4 Figure 2 - Perceptual design elements for mobile phones (Jiao, Zhang, & Helander, 2006) 7 Figure 3 -Procedure of specified picture sorts for product design (Shieh, Yan, & Chen, 2008) 10 Figure 4 - Customer attributes hierarchy derived from the sorting process (Shieh, Yan, & Chen, 2008) 12 ...
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...and gave us valuable advices. We would be happy if you read the report carefully and we will be trying to answer all the questions that you have about the assignment. We have tried our level best to complete this assignment meaningfully and correctly, as much as possible. We do believe that our tiresome effort will help you to get ahead with this sort of venture. In this case it will be meaningful to us. However, if you need any assistance in interpreting this assignment please contact us without any kind of hesitation. Thanking you, Best Regards, Tasnova Alam Signature ………………. Executive summary Airtel Bangladesh is one of the largest growing mobile phone companies in Bangladesh. Although the market share of Airtel Bangladesh limited in Bangladesh is very low but it is the 3rd largest mobile phone operator all over the world. It is a great matter of interest that the market growth rate of Airtel is very high comparative to other operators. It is operating its business in 21 countries. So it has better skills in the sector of providing better customer services. Airtel is trying to satisfy its customers...
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...1967 (Nokia, n.d.). By 1987, Nokia introduced their first handheld phone for GSM, the European standard for digital mobile technology (Fundinguniverse, n.d.). Nokia started to focus on mobile phones and network infrastructure. The world’s most popular phone was launched in year 2003 which is Nokia 1100 (Refer to Image 1.1). The total sales are over 250 million units, even more than iPhone and Samsung Galaxy (Allsopp, 2014). Image 1.1 Nokia 1100 Current Company Previously, Nokia smartphone was used the Symbian operating system and performing well in the global market. Since 2010, Android system and Apple’s iOS were getting into the phone market actively. Nokia made an announcement which switched to the Microsoft Window OS in February 2011 (Nokia, n.d.). After switching to Microsoft operating system, Nokia and Microsoft launched the first Windows Phone 7 which called Lumia in 26 October 2011 (Weber, 2011). The company wish to lead the smartphone market, but when compared to the previous 2 years, the sales was another declines. Nokia net income has shown a negative sign in second-quarter of 2011 to fourth-quarter of 2013, only fourth-quarter of 2012 made profit (Refer to Image 1.2). Image1.2 Nokia Net Profit or Loss from 2009 to 2013 Background of industry: History of Industry Symbian operating system was the market leader in the world-wide smartphone mobile OS market shares until fourth-quarter of 2010. The first iPhone shipped in 2007 and Android came on the scene in...
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...–making the company the market leader in India and China with market shares of 60% and 40% respectively– the company’s position in the developed markets has been deteriorating. Nokia used to lead the mobile phone market in North America and Europe in the 90s and early 2000’s and now the company is losing share mainly to Apple, Samsung and RIM. At the end of 2009 market share in the US dropped from 33% in 2002 to 10%; in Europe revenue declined by 15% in 4Q2009 and it was pulled out of Japan. The question that rises is if Nokia should continue to operate in both developing and developed markets or select one over the other and what strategies the company should pursue for those alternatives. This report will analyze Nokia’s environment and its current internal situation and will provide an actionable recommendation plan to address this problem. 2. The External Environment Industry Analysis-Porter’s Model of Five Competitive Forces The mobile phone industry is a fast changing industry due to technological advancements and fierce competition. The first generation of mobile phones appeared in the 80’s, the second generation in the 90’s with the introduction of digital technologies and cheaper phones and lastly the third generation emerged in 2000’s with the introduction of 3G networks. a) Intensity of Rivalry Among Competitors This competitive force is high. There is an intense competition: 1) In the high-end market we can see Apple with the iPhone, RIM with the blackberry, Samsung...
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...Farida Wakaso A00011727,Azeemah Abdulmumim A00011653 MGT 406 March 27, 2012 Case Study: Motorola Inc. Company Description Telecommunications Company Motorola specialize in Microprocessors, Mobile phones, Two-Way radios and Networking Systems. It operates through three business divisions: Home and network mobility, enterprise mobility and mobile devices. Background Founded in 1928 by Joseph Galvin and it was known as Galvin Manufacturing. Produced Car radios and manufactured televisions. First initial public offering was in 1943. Produced world’s first portable Fm radio known as the “walkie talkie” Developed the first digital cellular phone photo type Introduced three-amp power transistor (known as the Pager) Introduced Cable Modem, and a cellular PDA handset that combined both Linux and java technology Mission "We are a global communications leader powered by a passion to invent and an unceasing commitment to advance the way the world connects. Our communication solutions allow people, businesses and governments to be more connected and more mobile." Top Management Chairman of the Board: Gary L. Tooker President and Chief Operating Officer: Robert L. Growney Executive Vice President, Chief Financial Officer: Carl F. Koenemann Current Position Market share dropped from 12.2 percent in 2006 to 12 percent in 2007 They had disappointing returns in 2007 They struggled with their mobile devices business STEEP Analysis Socio-cultural environment With phones being...
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...Abhinav International Monthly Refereed Journal of Research In Management & Technology Volume II, January’13 ISSN – 2320-0073 CUSTOMER SATISFACTION AND EXPECTATION TOWARDS AIRCEL: A RESEARCH CONDUCTED IN WEST MIDNAPORE Debarun Chakraborty Sr. Lecturer, NIPS School of Management (NIPS Group), Kolkata Email: debarun84@gmail.com ABSTRACT The present study is aimed to determine the customer satisfaction & expectation towards a telecommunication company in West Midnapore which is a district of West Bengal. A descriptive study was conducted to achieve the objectives. In total 250 respondents filled a well-structured questionnaire having a list of statements pertaining to products, services & facilities provided by the service provider. Results reveal that the dimensions which influence the satisfaction level of customer’s are: Core services (like good coverage, good connectivity and network quality) and call rate. Further results show that there is a significant relation between the brand name and the preference of customers. Hence, it has been recommended that telecom companies should focus on connectivity, call rate, coverage and network quality. Keywords: Customer Satisfaction & Expectation, Customer Preference, Product Quality, Value for Money, Analysis of Strengths & Weaknesses of the Product. INTRODUCTION The breathtaking growth of the telecommunication companies in India over the last twenty years has made a history. The economic resurgence affected...
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...and ensure satisfaction of customer needs and wants more effectively than their competitors. In other for these telecom firms to succeed in this ever increasing competitive market, they employ a lot of different promotional tools to attract and retain their customers. One of the most commonly used promotional tools is sales promotion which provides incentives to customers or to the distributor channel to stimulate demand for a product. This study is aimed at assessing the role sales promotion play in influencing the consumer buying behavior of telecom consumers. A non-probability sampling technique was used for the study and the sample was selected from a population of telecom service users resident in the Accra Central. A five point Likert scale Questionnaire will be used in acquiring the respondent’s information. The questionnaires Will be analyzed with the help of Statistical Package for Social Sciences (SPSS) and Microsoft Excel. INTRODUCTION The business environment has become very competitive in the 21st century due to the growth in technology, infrastructure and access to information around the globe. This has made the environment very complex and consumer preferences keep changing because of the low switching cost in the market. Due to this increasing demand of consumers in the market, management of business organizations have to increase their resources with attention focused more on attracting and retaining its customers. The ever increasing competition...
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...Vs. BS3100 Business Strategy Giffgaff and EE Analysis Bsc Business Studies Group 12: Anastasia Bargan 120037238 Phillip Schade 120023167 Rita Boudou 120002452 Tooba Saeed 120008220 1 Table of Content Introduction . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Giffgaff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 EE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Attractiveness of the Industry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Competitive Strategies . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Giffgaff financial analysis . . . . . . . .. . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 EE financial analysis. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 Porter’s Generic Strategic Matrix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9 SWOT Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12 EE challenges . . . . . . . . . . . . . . . . . . . . . . . . . . ....
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...2010 Ninth International Conference on Mobile Business / 2010 Ninth Global Mobility Roundtable What factors contributed to the success of Apple’s iPhone? John Laugesen Yufei Yuan McMaster University, DeGroote School of Business Hamilton, Ontario CANADA laugesjd@mcmaster.ca McMaster University, DeGroote School of Business Hamilton, Ontario CANADA yuanyuf@mcmaster.ca Abstract — Unknown to most North American consumers, a mobile data and Internet service in Japan called i-mode has been highly successful in that country for the past decade. Unfortunately, mobile data services in North America have lagged behind many European and Asian countries. However, the situation changed rapidly with the iPhone, launched in the US in June 2007. Consumers lined up for days for the chance to purchase one, and over 500,000 units sold on the first weekend. Since that time, over 42 million iPhones have been sold, arguably making it one of the most successful mobile phone products ever launched. What is it that makes the iPhone such a success? In this paper we define a set of success criteria to investigate the success of the iPhone and propose a comprehensive success model. The success model can be used by both academics and practitioners to understand the reasons why, and ways to ensure that mobile data and commerce services become successful. II. To adequately judge whether the iPhone is successful, a set of ‘success’ criteria was developed. These success criteria are based on an extensive...
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...people of Bangladesh (WBG, 2011), around 46% of the people are | |using mobile phone. "Although nearly half of the country's population is still below the poverty line, the country has been one of | |the world's fastest growing cellular markets". (Paul, 2009) This definitely clarifies that cell phone has become an integral part | |of Bangladeshi people which brings immense opportunities to the country's telecom service providers.Banglalink is standing far away| |from Grameenphone in terms of subscriber base. The key reasons behind this are - Grameenphone's greater focus on quality, the | |network coverage, strong equity structure and superior resource allocation. These unique competencies of Grameenphone have | |established a stronger brand image for the company while Banglalink is yet to achieve these crucial qualities and difficult to | |achieve them instantly.The Industry Analysis section of this study shows that, both companies are yet to exploit the potentials | |that include – banking service solution, order-purchase platform, remittance services & many more and Banglalink made the first | |effort with the award winning services like - M-banking, M-remittance and Krishi Bazar. These services requires improvement. | |Moreover, popularizing and educating - are the mandatory necessities. Once the people start to accept the services, the brand | |preference for Banglalink over its competitors is inevitable.s share and make...
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...project was duly approved by Mr Ashad Uzzaman, Course lecturer World University of Bangladesh, Institute of Business Administration, The topic of the Basic Business Communication Report is –“Critical Analysis of the Consumer Profile and Communication Strategy of GrameenPhone: The Case of djuice”. 2. Background Youth segment is largely untapped and untargeted by the current mobile operators of Bangladesh, which itself is a significant potential market (40% of population). If the appropriate communication tools are applied to attract the potential target group, then the transition from youth to higher age group (Established Consumer or Business Segments) can be attained, which will assist in total life cycle management of a significant subscriber base (loyalty). Majority of the Youth segment tends to be more tech savvy, early users of new technology, high user of data services (SMS) and uses mobile phone as the primary mode of communication. GrameenPhone launched a youth brand on 14th of April 05 with its own identity and value proposition tailored to the youth segment’s mobile behavior, preferences and lifestyle to strengthen its position in the youth market through a strong and differentiated mobile and lifestyle offering. 3. Research Objectives The primary target of djuice is youth who are open-minded and maintain urban lifestyle. djuice must...
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...| | Market Mix of Mobile Phone Market in India | | | | | | | | | | Letter of Transmittal July 16, 2013 Subject: Submission of Report. Dear Sir, We are pleased to submit the report that you asked for & gave us the authorization to work on “Marketing Mix of mobile phone market in India”. This report is an essential part of our course, we tried our best to work on it carefully and sincerely to make the report informative. The study we conducted enhanced our knowledge to make an executive report. This report has given us an exceptional experience that might have immense uses in the future endeavors and we sincerely hope that it would be able to fulfill your expectations. We have put our sincere effort to give this report a presentable shape and make it as informative and precise as possible. We thank you for providing us with this unique opportunity. Sincerely yours, Acknowledgement “It is not possible to prepare a project report without the assistance & encouragement of other people. This one is certainly no exception.” On the very outset of this report, we would like to extend our sincere & heartfelt gratitude towards all the personages who have helped us in this endeavor. Without their active guidance, help, cooperation & encouragement, we would not have made headway in the project. We are extremely thankful and pay our gratitude to our faculty Prof. Ashish Banerjee for his consultative help and constructive...
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...today. Identify the factors that will define the future of e-commerce. Describe the major themes underlying the study of e-commerce. Identify the major academic disciplines contributing to e-commerce. Key Terms e-commerce, p. 12 e-business, p. 13 information asymmetry, p. 14 marketplace, p. 16 ubiquity, p. 16 marketspace, p. 16 reach, p. 16 universal standards, p.16 richness, p. 17 interactivity, p. 17 information density, p. 17 personalization, p. 18 customization, p. 18 Web 2.0, p. 19 business-to-consumer (B2C) e-commerce, p. 22 business-to-business (B2B) e-commerce, p. 22 consumer-to-consumer (C2C) e-commerce, p. 22 social e-commerce, p. 22 mobile e-commerce (m-commerce), p. 23 local e-commerce, p. 23 Internet, p. 23 World Wide Web (the Web), p. 24 disintermediation, p. 32 friction-free commerce, p. 33 first mover, p. 33 network effect, p. 33 Copyright © 2013 Pearson Education, Inc. 2 Brief Chapter Outline Opening Case: Pinterest: A Picture Is Worth a Thousand Words 1.1 E-commerce: The Revolution Is Just Beginning The First Thirty Seconds What Is E-commerce? The Difference between E-commerce and E-business Why Study E-commerce? Eight Unique Features of E-commerce Technology Web 2.0: Play My Version Types of E-commerce Growth of the Internet and the Web Origins and Growth of E-commerce Insight on Technology: Spider Webs, Bow Ties, Scale-Free Networks, and the Deep Web Technology and E-commerce...
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