Study On Customer Satisfaction Towards Cellular Service With Special Reference To Aircel At Mannargudi Town
Telecommunications companies also talk of their customers being their most important assets, just like companies in other business domains. The customers of telecom services like cellular telephony, all moving ahead with times and have started buying cellular services just like daily household items such as tooth paste. Therefore it is necessary in today's business scenario to understand the fact that the idea of customer's being a company's most important assets is not just a management theory, but is a very crucial economic fact. As the cellular industry in India is one of the fastest growing sectors, it is important and interesting to explore the drivers of customer satisfaction in this industry. The development of marketing is evolutionary rather than revolutionary. There is no single answer to the question of what is marketing? It may be explained in brief as "Marketing is what a marketer does" From the study on this report it is seen that after the launch of Aircel cellular service in Mannargudi Town the subscription by the people is satisfactory and is steady increasing. The company has wider scope in the market of cellular service by extending its value added services, according to preference of the respondents. Introduction: A customer is not someone to argue or march wits with. Nobody ever won a argument with a customer" "A customer is a person who brings us his wants. It is our job to handle them profitably to him and to ourselves. Customer is the focal point part of the nation's economic cycle as other developmental activities centre on him. In a competitive economy it is the customer who decides the success or failure of a business either by buying or not buying the cell. The idea underlines the concept of "consumer's sovereignty" The modern marketing concept has recognized this right and this is reflected in wellknown statements like "consumer is the king" It would simply put out best product and services in the world and price it below cost. There by it would create substantial customer satisfaction but it would also be out of business. "Customer satisfaction is a person's feeling of pleasure or disappointment resulting from comparing a product perceived performance in relation to his or her experience" Robert S.Pindyer Market The term market is derived from the Latin word "Marcatus" means "to trade" A market in general may be described as a people or geographical area where buyers and sellers meet and function, goods or service are offered for sale and transfer of title of ownership occur. "An Area in which the forces leading to exchange of title to a particular product operator and towards which and from which the actual goods tend to travel" Clark and Clark. Marketing is the process of planning and executing the conception, pricing, promotion and distribution of ideas, goods and services to create exchange that satisfy individual and organizational. "Marketing is specifically concerned with now transactions are created, stimulated, facilitated and valued" Philip Kotler. Communication: Communication means to communicate from sender to receiver of message. Communication is complete when the receiver understands in the same sense and spirit that the communicator tends to convey. The word "communication: is derived from the Latin word "communis" that means common. It means the process of transmitting and interpreting verbal and nonverbal messages. "Without communication that can be on organization, for there is no possibility then of the group, influencing the behaviour of the individual" "Communication is an exchange of facts, ideas, opinions, or emotions by two or more persons" Communicating with other people can be difficult. But in modern world the communicating the message with other people is easy by way modern technology communication is an essential to business as blood is Journal of Business Management Social Sciences Research (JBM&SSR) ISSN No: 2319 5614 Volume 2, No.6, June 2013 _________________________________________________________________________________ www.borjournals.com Blue Ocean Research Journals 28 to the human body. In modern world, the communication of each other is easy from one country to another country. Peter Drucker Telecommunciation Telecommunication networks are proving mobility and integrated services. Advancement in computer hardware and software along with the digital switching and transports are marketing it possible to have intelligent networks, that offer good service, such as paging cellular communication where a call goes to an individual rather than to a location and the user is billed instead of the line. The technology for interconnecting networks with high speed services has made cellular industry a booming industry. It is natural that a need is felt by the user to travel freely and still have connectivity with any subscriber. The user also wants to exchange all types of information like voice mail, E mail access to value added services. Aircel Mobile is the leading cellular operator in Tamil Nadu Cellular circle. Presently Aircel is all set for consolidation thereby connecting the length and breadth of Tamil Nadu. Aircel is already gearing up of the latest revolution in mobile telephony 3G, facilitating convergence with internet. Importance Of Cellular Service: The cellular industry comes change service providers are finding it necessary to re direct marketing efforts from customer acquisition to customer retention. A growing number of operators have told us they have begun to view existing subscriber bases as a business asset in an environment where customers have become more sophisticated towards mobile wireless technology operators have also recognized that cellular customers are also changing. The challenge of a maturing and changing industry, marketing companies have begun to set up programs that specifically address the needs of the cellular industry. Needs For The Study: 1. The cellular telephone has taken the United States by force the street without seeing somebody on a cell phone or hears the thousands of ring tones going off throughout the day. 2. Cellular service best will service your needs and area. There are many different companies to choose from just a little research will provide best options in a cellular provider. 3. The million cell phone users of the world. However check out website "cellular needs" and music and desktop down loads. There are great cell phone comparison charts and service providers. Statement Of The Problem: During the project period some customers are interested to fill the questionnaire and some of them are not interested to fill questionnaire. Their data are not included in this research. Objectives Of The Study: 1. To identify the customer satisfaction of Aircel service Mannargudi town. 2. To study the customers' awareness regarding life time prepaid mobile connection. 3. To identify the advertisement effectiveness, this has direct impact on promotion. 4. To identify the franchise opinion regarding product, price and promotion activities on various schemes. 5. To generate suggestion and recommendation to improve the present market. Collection Of Data: The study is based on primary data. With the aim of formal questionnaire, with personal face interview, the research had gathered the data for this project. The first part of the questionnaire deals with the personal characteristic of the respondents. The second part of the questionnaire deals with the respect to the cellular service. Secondary data regarding the cellular service providers are collected from Journals, dealers, magazine and through internet. Limitation Of The Study: The study is confined to Mannargudi Town. 1. Lack of time happens to be another limitation. 2. Due to time and cost constraints, the study is confined only to 100 samples of respondents. 3. Some of the consumer had been reluctant to reveal complete views about their product. 4. This study was taken only for Aircel. Customer service: An effective combination of the latest technology and experienced professional in a progressive work environment were creativity, innovation, experience, self motivation have been the Journal of Business Management Social Sciences Research (JBM&SSR) ISSN No: 2319 5614 Volume 2, No.6, June 2013 _________________________________________________________________________________ www.borjournals.com Blue Ocean Research Journals 29 catch words of success Aircel cellular bears a test finery to this work culture. Aircel in Tamil Nadu: Aircel has launched its service in Tamil Nadu by the year 2002 and in Mannargudi by the year 2003 with Aircel Mobile Reach out in 166 Towns. Calls to these towns are STD class and it can be made only by subscribers with south India STD facility. This coverage list is as on 12 September 2003. Respondents on the basis of occupation Occupation No. of Respondents Percentage Government Service 30 30 Private Service 20 20