Research on customer satisfaction for the services of Hutchison-Essar

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Research on customer satisfaction for the services of Hutchison-Essar

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Abstract

After the globalization of the Indian 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 anyone engaged in evaluating, acquiring, using or disposing of services which he expects will satisfy his wants. If any producer makes the marketing program 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 had gone up by 13 lakhs. In the year of 2000 the number of cell phone users had risen by one million.

Introdcution
Industry profile
1. Investement by various state governments in telecom sector
2. New telecom policy
Overview of cellular mobile servive providers
Overview of fixed telephone service providers
Overview of cable service providers
A study of Internet telephony
Radio paging service providers in general
Company profile of Hutchison
1. History and development
2. Awards and achievements
3. Financial and operational performance
4. Company strategy
5. Challenges ahead
Research methodology
Objective of the study
Charts
Interpretations
Bibliography
Conclusion

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[...] “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 OBJECTIVES OF THE STUDY The following are the objectives of the study To study the problems faced by the respondents with Hutch service To study customer satisfaction level on Hutch service To find out consumer preferences To analyses the level of awareness about Hutch services To make suggestions in the light of the findings of the study. [...]

[...] 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. [...]

[...] Hutch had over 7.1 million customers by the end of 2004, making us the fourth-largest private mobile operator in the country AWARDS AND ACHIEVEMENTS No 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 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. [...]

[...] 03% of the respondents like net facilities 07% of the respondents like other features Chart: 9 ( Opinion on features in service Table: 10 ( Opinion on Hutch Advertisement Response Number of Respondents Percentage INTERPRETATION: 48% of the respondent's opinion is Excellent. 26% of the respondent's opinion is Fine. 21% of the respondents opinion is Good of the respondents wants Need some change Chart: 10 ( Opinion on Hutch Advertisement Table: 11 ( What influenced to opt for Hutch Service? Opinion Number of Respondents Percentage INTERPRETATION: Friends influence 28% of the respondents. Relatives influence 12% of the respondents. [...]

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