A study on the assessment customer perception of mobile phone service

A Study on the assessment Customer Perception of Mobile Phone Service Providers in Karaikudi telecom district with Special Reference to BSNL

                   Generally, perception are considered relative to expectations. Because expectations are dynamic, evaluations may also shift over time from person to person and from culture to culture. What is considered quality service or the things that satisfy customers today may be different tomorrow. Also keep in mind that the entire discussion of quality and satisfaction is based on customer’s perceptions of the service – not some predetermined criteria of what service is or should be.

                    Customer perceive services in terms of the quality of the service and how satisfied they are over all with their experiences. These customer – oriented terms –  quality and satisfaction – have been the focus of attention for executives and researchers alike over the last decade or more. Companies today recognize that they can compete more effectively by distinguishing themselves with respect to service quality and improved customer satisfaction.

 

Chapter

No.

                                Particulars

Page

No.

 

LIST OF TABLES

 

 

LIST OF FIGURES

 

1

INTRODUCTION

1

 

1.1. Meaning of Marketing

2

 

1.2. Definition of marketing

2

 

1.3. Evolution of marketing

3

 

1.4.Customer perception

5

 

1.5. Telecommunication

7

 

1.6  Indian Telecommunication Industry

7

 

1.7  Cellular phones & Importance

9

 

1.8  Company Profile

14

 

1.9  About The Project

19

2

AIM, OBJECTIVES & LIMITATIONS

20

 

2.1  Aim of the Project

21

 

2.2  Objectives

21

 

2.3  Minor Objectives

22

 

2.4  Limitations

22

3

RESEARCH METHODOLOGY

23

 

3.1  The Research Design

24

 

3.2  Data Sources

24

 

3.3  Questionnaire Design

25

 

3.4  Pre-Testing, Revision, Final Draft

25

 

3.5  Sampling Technique

26

 

3.6  Test Used

27

4

ANALYSIS & INTERPRETATION

29

 

4.1  Analysis of Data

30

 

4.2  Chi Square Analysis

51

 

4.3  Weighted Average

72

 

4.4  Kruskal Wallis test

86

5

FINDINGS & SUGGESTIONS

88

 

5.1  Findings

89

 

5.2  Suggestions

92

6

CONCLUSION

93

 

APPENDIX 1

95

 

APPENDIX 2

97

 

BIBILIOGRAPHY

104

 

REFERENCES

106


Sharing is Caring....

DOWNLOAD NOW

Leave a Reply

Your email address will not be published. Required fields are marked *

five × 3 =