A STUDY ON CUSTOMER SATISFACTION ABOUT “3G LIVE” DATA SERVICES IN TAMIL NADU WITHSPECIAL REFERENCE TO
COIMBATORE CITY
DR.N.KATHIRVEL
Abstract
3G and BWA services are expected to drive the next phase of growth in the wireless segment with enhanced focus on providing data services and Internet. Development of applications useful to people will be the key to success. 3G stand for the third generation of wireless communication technologies, which support broadband voice, data and multi-media communications over wireless networks. Speed: 144kb/sec-2mb/sec. 3G Combines a mobile phone, laptop PC and TV. While urban wireless subscribers have continued to grow by leaps and bounds, rural teledensity, with increased mobility, has also helped India clock one of the fastest growing telecom market numbers OBJECTIVES OF THE STUDY, 1.To identify customers satisfaction level in the study area 2. To ascertain the preference level of the customers regarding the services provided in 3G Live services and To identify the factors that motivated the customers to choose 3G Live services. Methodology adopted this study, . The study has used both primary and secondary data. The data were collected using questionnaire. The questionnaire for customers is prepared in such a way that they were able to express their opinions freely and frankly. For this purpose 200 customers were selected using simple random sampling method. The collected data are analyzed through discrete statistics and chi-square analysis. The period of study has been carried out between December 2010 and February 2011. Important findings of this study, It is found that there is association between family size and level of satisfaction with among 3G the customers and It is found that there is association between education and factors made to avail 3G connection. Important Suggestion of this study, The Subscribers who have opted for the pre paid schemes feel that the validity time for their prepaid cards is short and hence their level of satisfaction can be improved by considerably extending the validity period of the prepaid cards. In a competitive Scenario customer is the King. The normal progression of any concern in today’s marketing scenario is highly customer centric. To bring out credibility and objectivity and to extend the coverage and leadership, the policy makers hope to concentrate very keenly in the problems faced by the customers.
ASSOCIATE PROFESSOR, DEPARTMENT OF COMMERCE, KARPAGAM UNIVERSITY, COIMBATORE-641 021, TAMIL NADU
A STUDY ON CUSTOMER SATISFACTION ABOUT “3G LIVE” DATA SERVICES IN TAMIL NADU WITHSPECIAL REFERENCE TO
COIMBATORE CITY
Introduction
The Indian telecommunications industry is the fastest growing telecommunications industry in the world, with 723.28 Million telephone (land line and mobile) Subscribers and 687.71 Million mobile phone connections as of Sep 30th 2010. A large population, low telephony penetration levels, and a rise in consumers income and spending owing to strong economic growth have helped make India the fastest-growing telecom market in the world.
3G and BWA services are expected to drive the next phase of growth in the wireless segment with enhanced focus on providing data services and Internet. Development of applications useful to people will be the key to success. The Indian market is highly price sensitive, therefore, it is imperative that relevant applications be made available to consumers at affordable cost. It is hoped that availability of cheaper handsets together with useful content will drive the next phase of growth.
Review of Literature
PETER KANGIS had conducted a research on the topic that “awareness of service charges and its influences on customer expectations and perception of quality in banking”. In the research the findings of a small scale survey undertaken with a view to establishing the extent to which customers of retail banks are influenced in their expectations of quality and in their perceptions of service received according to their awareness of service charges imposed by the banks. Finds that customers who were aware of banking charges had higher expectation of quality than those who were not aware. Further customers who were aware of banking charges perceived receiving a higher quality service than those who were not aware. Although the findings were not statistically significant, the general direction of the relationship was maintained across all the variables measured.
3rd Generation Mobile phone Networks:
3G - Third Generation mobile telephone networks are the latest stage in the development of wireless communications technology. Significant features of 3G systems are that they support much higher data transmission rates and offer increased capacity, which makes them suitable for high-speed data applications as well as for the traditional voice calls. In fact, 3G systems are designed to process data, and since voice signals are converted to digital data, this results in speech being dealt with in much the same way as any other form of data. Third Generation systems use packet-switching technology, which is more efficient and faster than the traditional circuit-switched systems, but they do require a somewhat different infrastructure to the 2G systems.
3G stand for the third generation of wireless communication technologies, which support broadband voice, data and multi-media communications over wireless networks. Speed: 144kb/sec-2mb/sec. 3G Combines a mobile phone, laptop PC and TV Features include,
- Phone calls/fax
- Global roaming
- Send/receive large email messages
- High-speed Web Navigation/maps
- Videoconferencing
- TV streaming
- Electronic agenda meeting reminder
STATEMENT OF THE PROBLEM
The current study focuses on the new 3G Data services introduced in the Indian telecom market. This work also brings out a variety of similar schemes among top five wireless operators. In the past year has seen a number of highs and lows falling , tariff wars, spectrum dilemmas, coupled with a unique market that has 13 operators with a number of new entrants in the pass year, and steadily growing teledensity with the highest number of mobile subscribers in the world. While urban wireless subscribers have continued to grow by leaps and bounds, rural teledensity, with increased mobility, has also helped India clock one of the fastest growing telecom market numbers. Various VAS schemes like m-wallet, and m-banking are just some of the incentives offered b operators to provide relevant service to the masses, all at the touch of a button.
PROBLEM IDENTIFICATION
This project work explores the top 10 challenges faced by operators in implementing the above requirements. The main challenges for the Indian telecom sector include ensuring adequate penetration of telecom networks in rural and remote areas of the country and proper spectrum management policies. Other challenges include ensuring, protection of consumer interest, consumer education, enhancing broadband penetration, infrastructure sharing and introduction of NGN etc. Pricing will be a very important factor in the successful uptake of 3G services by the masses, and it is to be seen how operators balance offering quality services along with quick ROI on 3G spends.
OBJECTIVES OF THE STUDY
1. To identify customers satisfaction level in the study area
2.To ascertain the preference level of the customers regarding the services provided
in 3G Live services.
3. To identify the factors that motivated the customers to choose 3G Live services.
SCOPE OF THE STUDY
The scope of the study is to find out the customer’s satisfaction level and market potential with reference to BSNL, especially the services provided in Coimbatore city of Tamil Nadu. The study helps to identify the satisfaction level towards the various qualitative factors regarding the services. Thus, the customers’ needs and wants are understood and steps can be taken in future to uplift the satisfaction level. If the company adopts the suggestions given by the customers as well as the recommendations given by the researcher, it can delight the customers and retain them in the long run as fully satisfied.
METHODOLOGY
Research methodology deals with the research design, method of data collection, area of the study, review of literature and statistical tools employed. The present study is undertaken to study the different types of services provided by BSNL 3G, Airtel 3 G. Tata Photon, Airtel 3G, .Reliance Net connect , etc., and other to identify the prominent factors responsible for customer satisfaction. A separate Questionnaire is formed for this study. The analysis, interpretations, findings and suggestions are done on the basis of the surveyed data. The study area refers to Coimbatore City. The study has used both primary and secondary data. The data were collected using questionnaire. The questionnaire for customers is prepared in such a way that they were able to express their opinions freely and frankly. For this purpose 200 customers were selected using simple random sampling method. The collected data are analyzed through discrete statistics and chi-square analysis. The period of study has been carried out between December 2010 and February 2011.
LIMITATIONS OF THE STUDY
The following are the limitations of the study.
1. Time and cost constraints.
2. The study is confined to Coimbatore City only.
3. The study areas are limited and
4. The data collected is based on the questionnaire the results will vary according to the opinions of individuals.
ANALYSIS AND INTERPRETATION OF DATA
TABLE 1
PERSONAL PROFILE OF RESPONDENTS
|
PERSONAL PROFILE |
NUMBER OF RESPONDENTS |
PERCENTAGE |
|
MALE |
92 |
46.0 |
|
FEMALE |
108 |
54.0 |
|
TOTAL |
200 |
100.0 |
|
AGE GROUP |
||
|
Less than 20 years |
25 |
12.5 |
|
20-30 years |
101 |
50.5 |
|
30-40 years |
37 |
18.5 |
|
40 years and above |
37 |
18.5 |
|
TOTAL |
200 |
100.0 |
|
EDUCATIONAL QUALIFICATION |
||
|
Upto HSC |
41 |
20.5 |
|
Graduate / Diploma |
110 |
55.0 |
|
Post Graduate |
49 |
24.5 |
|
TOTAL |
200 |
100.0 |
|
OCCUPATIONAL STATUS |
||
|
Business / Profession |
110 |
55.0 |
|
Government Employed |
40 |
20.0 |
|
Private Employed |
50 |
25.o |
|
TOTAL |
200 |
100.0 |
|
MONTHLY INCOME |
||
|
Below Rs.5,000 |
19 |
9.5 |
|
Rs.5,000 – 10,000 |
60 |
30.0 |
|
Rs.10,000 – 15,000 |
40 |
20.0 |
|
Above Rs.15,000 |
81 |
40.5 |
|
TOTAL |
200 |
100.0 |
|
MARITAL STATUS |
||
|
Married |
88 |
44.0 |
|
Unmarried |
112 |
56.0 |
|
TOTAL |
200 |
100.0 |
|
FAMILY SIZE |
||
|
Up to 2 |
24 |
12.0 |
|
3-4 |
94 |
47.0 |
|
Above 5 |
82 |
41 |
|
TOTAL |
200 |
100.0 |
Source: Primary Data
It is seen from the Table 1 that out of 200 customers 46% of them are male and the rest (54%) are female customers. The surveys revealed that majority of the customers are female. It is seen from the table that out of total customers 12.5% of them belong to below 20 years of age group, followed by 50.5% belong to 20-30 years of age group, 18.5% belong to 40 years and above age group. They survey revealed that majority of the customers belong to 20-30 years of age group. 20.5% studied Up to HSC higher secondary level, followed by 55% are graduates/ diploma holders and rest of (24.5%) are post graduates. The survey revealed that most of the sampled customers are degree / diploma holders. It is observed from the above table that, among the customers, 55% are business / Professionals, 20% are employed in Government, and 25% are employed in private organization. The surveys revealed that majority of the customers are businessmen / professionals. The above table showed that, among sampled customers, 9.5% are earning monthly income below Rs.5,000, 30% are earning monthly income between Rs.5,000 – 10,000, 20% are between Rs.10,000 – 15,000 and rest 40.5% earning monthly above Rs.15,000. Majority of the customers is earning monthly income above Rs.15, 000. It is seen from the table that, out of 200 customers, 44% are married customers whereas the rest 56% are unmarried customers. The surveys revealed that majority of the customers are unmarried. The above table showed that, among customers, 12% have upto 2 members in their family, followed by 47% who have 3 or 4 members in their family,41 % have 5 and above members in the family. The survey revealed that, most of the customers have 3 or 4 members in their family during the period of study.
REASONS FOR CHOOSING 3 G
|
BRAND NAME |
NUMBER OF RESPONDENTS |
PERCENTAGE |
|
BSNL 3G |
117 |
58.5 |
|
Tata Photon |
35 |
17.5 |
|
Airtel 3G |
9 |
4.5 |
|
Reliance Net connect |
39 |
19.5 |
|
Total |
200 |
100 |
USAGE OF TELEPHONE CONNECTION |
||
|
Less than 3 months |
21 |
10.5 |
|
3-5 months |
42 |
21.0 |
|
5-7 months |
65 |
32.5 |
|
More than 7 months |
72 |
36.0 |
|
TOTAL |
200 |
100.0 |
|
REASONS |
||
|
Affordability |
40 |
20.0 |
|
Status |
47 |
23.5 |
|
Cheaper than other means |
78 |
39.0 |
|
Ease of Communication |
35 |
17.5 |
|
TOTAL |
200 |
100 |
|
FEATURES |
||
|
Cheaper Data rates |
56 |
28.0 |
|
National-wide service |
31 |
15.5 |
|
High speed access |
74 |
37.0 |
|
Attractive Schemes |
39 |
19.5 |
|
TOTAL |
200 |
100 |
|
VALUE ADDED SERVICE |
||
|
Video Calling |
59 |
29.5 |
|
Video conferencing |
23 |
11.5 |
|
High speed Down loads |
93 |
46.5 |
|
Social Networking |
25 |
12.5 |
|
TOTAL |
200 |
100 |
SOURCES |
||
|
Advertisement |
33 |
16.5 |
|
Friends / Relatives |
79 |
39.5 |
|
Co-workers |
80 |
40.0 |
|
Others |
8 |
4.0 |
|
TOTAL |
200 |
100 |
Sources: Primary Data
The study noted that, out of the sampled customers, 58.5% are customers of BSNL 3G, followed by 17.5 percent are customers of Tata Photon, 4.5% are customers of Airtel 3G and the rest 19.5% are customers of Reliance Net connect. It is noted from the study that most of the customers are BSNL 3G customers. The above table reveals that, 10.5 % of the customers use telephone connection for less that three years, followed by 21% use it between 3 and 5 years, 32.5% use it between 5 and 7 months and the rest 36% use for more than 7 months. Thus, the study indicates that majority of the customers use their telephone connection for more than 7 months. The table 10 shows that out of total customers 20% opined that the factor ‘affordability’ made them to avail the phone connection, 23.5% opined that the factor ‘status’ made them to avail it, 39% opined that the factor ‘comparatively cheaper’ made them to avail the phone connection. The survey showed that, most of the customers opined that the factor ‘comparatively cheaper than other means’ made them to avail the phone connection. The above table reveals that out of total customers 28% expressed that the important feature. ‘Cheaper Data rates’ influenced to avail the 3G service, 15.5% influenced by the feature ‘National wide charges’, 37% influenced by the feature Attractive schemes to avail the 3G service. Thus, the study shows that the quality of service influenced most of them to avail 3G service. Table shows that, out of total customers 29.5% preferred the value added Video calling 11.5% preferred Video conferencing, 46.5% preferred high speed Download access, and the rest 12.5 preferred Social networking. Thus the study shows that majority of the customers have preferred the value added service ‘high speed internet access’. The above table reveals that out of total customers 16.5% got information about the present service provider through advertisement, 39.5 through friends / relatives, 40% through their co-workers and the rest 4% through other sources. Thus the study shows that majority of the customers have got the information about the present service provider through their family members.
TABLE 3
GENDER AND LEVEL OF SATISFACTION
NULL HYPOTHESIS
There is no association between gender and level of satisfaction with 3G among the customers.
|
GENDER |
LEVEL OF SATISFACTION |
TOTAL |
||
|
Very high |
High |
Moderate & Low |
||
|
Male |
22 (23) |
25 (41) |
45 (28) |
92 |
|
Female |
28 (27) |
64 (48) |
16 (33) |
108 |
|
TOTAL |
50 |
89 |
61 |
200 |
Source: Primary Data (Expected frequencies are given in the parenthesis)
Chi-Square Table
|
Chi-square value |
Table value |
Degrees of freedom |
Significant |
|
30.512 |
4.61 |
22 22 |
Significant s |
Since, the calculated x2 value is greater than the table value and it is significant, the null hypothesis is rejected and there is association between gender and level of satisfaction with 3G among the customers
TABLE 4
AGE AND LEVEL OF SATISFACTION
NULL HYPOTHESIS
There is no association between age and level of satisfaction with 3G among the customers.
|
AGE GROUP |
LEVEL OF SATISFACTION |
TOTAL |
||
|
Very high |
High |
Moderate & Low |
||
|
Below 20 years |
9 (6) |
6 (11) |
10 (8) |
25 |
|
20-30 years |
18 (25) |
55 (45) |
28 (31) |
101 |
|
30-40 years |
13 (10) |
19 (16) |
5 (11) |
37 |
|
Above 40 years |
10 (9) |
10 (9) |
18 (11) |
37 |
|
TOTAL |
50 |
89 |
61 |
200 |
Source: Primary Data (Expected frequencies are given in the parenthesis)
cChi-Square Table
|
Chi-square value |
Table value |
Degrees of freedom |
Significant |
|
21.749 |
10.6 |
622 |
Significant ,s |
Since, the calculated x2 value is significant, the null hypothesis is rejected and there is association between age and level of satisfaction with 3G among the customers.
TABLE 5
OCCUPATION AND LEVEL OF SATISFACTION
NULL HYPOTHESIS
There is no association between occupation and opinion about service charges charged among the customers.
|
OCCUPATION |
LEVEL OF SATISFACTION |
TOTAL |
||
|
Very high |
High |
Moderate & Low |
||
|
Profession / Business |
26 (27) |
46 (49) |
38 (33) |
110 |
|
Government Employee |
7 (10) |
28 (18) |
5 (12) |
40 |
|
Private Employee |
17 (13) |
15 (22) |
18 (15) |
50 |
|
TOTAL |
50 |
89 |
61 |
200 |
Source: Primary Data (Expected frequencies are given in the parenthesis)
cChi-Square Table
|
Chi-square value |
Table value |
Degrees of freedom |
Significant |
|
16.322 |
7.78 |
4
|
Significant s |
Since, the calculated x2 value is significant, the null hypothesis is rejected and there is association between occupation and level of satisfaction among the customers.
TABLE 6
MONTHLY INCOME AND LEVEL OF SATISFACTION
NULL HYPOTHESIS
There is no association between monthly income and level of satisfaction with 3G among the customers.
|
INCOME |
LEVEL OF SATISFACTION |
TOTAL |
||
|
Very high |
High |
Moderate & Low |
||
|
Upto Rs.5000 |
3 (5) |
9 (8) |
7 (6) |
19 |
|
Rs.5000-10,000 |
23 (15) |
17 (27) |
20 (18) |
60 |
|
Rs.10,000-15,000 |
7 (10) |
26 (18) |
7 (12) |
40 |
|
Above Rs.15,000 |
17 (20) |
37 (36) |
27 (25) |
81 |
|
TOTAL |
50 |
89 |
61 |
200 |
Source: Primary Data (Expected frequencies are given in the parenthesis)
Chi-Square Table
|
Chi-square value |
Table value |
Degrees of freedom |
Significant |
|
16.533 |
10.6 |
6
|
Significant |
Since, the calculated c2 value is significant, the null hypothesis is rejected and there is association between monthly income and level of satisfaction with 3G among the customers.
TABLE 7
MARITAL STATUS AND LEVEL OF SATISFACTION
NULL HYPOTHESIS
There is no association between marital status and level of satisfaction with 3G among the customers.
|
MARITAL STATUS |
LEVEL OF SATISFACTION |
TOTAL |
||
|
Very high |
High |
Moderate & Low |
||
|
Married |
20 (22) |
47 (39) |
21 (27) |
88 |
|
Unmarried |
30 (28) |
42 (50) |
40 (34) |
112 |
|
TOTAL |
50 |
89 |
61 |
200 |
Source: Primary Data (Expected frequencies are given in the parenthesis)
Chi-Square Table
|
Chi-square value |
Table value |
Degrees of freedom |
Significant |
|
4.397 |
4.61 |
2 |
Non Significant |
Since, the calculated c2 value is non significant, the null hypothesis is accepted and there is association between marital status and level of satisfaction with 3G among the customers.
TABLE 8
FAMILY SIZE AND LEVEL OF SATISFACTION
NULL HYPOTHESIS
There is no association between family size and level of satisfaction with 3G among the customers.
|
FAMILY SIZE |
LEVEL OF SATISFACTION |
TOTAL |
||
|
Very high |
High |
Moderate & Low |
||
|
Upto 2 |
7 (6) |
10 (11) |
7 (7) |
24 |
|
3 – 4 |
25 (23) |
34 (42) |
35 (29) |
94 |
|
5 and above |
18 (21) |
45 (36) |
19 (25) |
82 |
|
TOTAL |
50 |
89 |
61 |
200 |
Source: Primary Data (Expected frequencies are given in the parenthesis)
Chi-Square Table
|
Chi-square value |
Table value |
Degrees of freedom |
Significant |
|
6.917 |
7.78 |
4 |
Non Significant |
Since, the calculated c2 value is non significant, the null hypothesis is accepted and there is association between family size and level of satisfaction with 3G among the customers.
TABLE 9
EDUCATION AND FACTORS TO AVAIL 3G CONNECTION
NULL HYPOTHESIS
There is no association between education and factors made to avail telephone connection.
|
EDUCATION |
LEVEL OF SATISFACTION |
TOTAL |
|||
|
Affordability |
Status |
Cheaper Service Charges |
Ease of Communication |
||
|
Upto HSC |
16 (8) |
15 (9) |
6 (16) |
3 (7) |
126 |
|
Graduate/Diploma |
18 (22) |
14 (26) |
57 (43) |
21 (19) |
37 |
|
Post Graduate |
6 (10) |
18 (22) |
15 (19) |
10 (8) |
27 |
|
TOTAL |
40 |
47 |
78 |
35 |
200 |
Source: Primary Data (Expected frequencies are given in the parenthesis)
Chi-Square Table
|
Chi-square value |
Table value |
Degrees of freedom |
Significant |
|
36.60 |
10.6 |
6 |
Significant |
Since, the calculated c2 value is significant, the null hypothesis of is rejected and there is association between education and factors made to avail 3G connection.
TABLE 10
OCCUPATION AND FACTORS TO AVAIL 3G CONNECTION
NULL HYPOTHESIS
There is no association between occupation and factors made to avail 3G connection.
|
OCCUPATION |
LEVEL OF SATISFACTION |
TOTAL |
|||
|
Affordability |
Status |
Cheaper Service Charges |
Ease of Communication |
||
|
Profession / Business |
21 (22) |
17 (26) |
50 (43) |
22 (19) |
110 |
|
Government Employee |
6 (8) |
8 (9) |
19 (16) |
7 (7) |
40 |
|
Private Employee |
13 (10) |
22 (12) |
9 (19) |
6 (9) |
50 |
|
TOTAL |
40 |
47 |
78 |
35 |
200 |
Source: Primary Data (Expected frequencies are given in the parenthesis)
Chi-Square Table
|
Chi-square value |
Table value |
Degrees of freedom |
Significant |
|
22.452 |
7.78 |
6 |
Significant |
Since, the calculated c2 value is significant, the null hypothesis of is rejected and there is association between occupation and factors made to avail 3G connection.
TABLE 11
EDUCATION AND FACTORS INFLUENCING THE 3G
NULL HYPOTHESIS
There is no association between education and important features influenced to go for 3G service.
|
EDUCATION |
FACTORS INFLUENCING THE 3G |
TOTAL |
|||
|
Cheaper Service Charges |
National –Wise service |
Quality Service |
Availability of different schemes |
||
|
Upto HSC |
12 (11) |
12 (6) |
11 (15) |
6 (8) |
41 |
|
Graduate / Diploma |
31 (31) |
15 (17) |
40 (41) |
24 (21) |
110 |
|
Post Graduate |
13 (14) |
4 (8) |
23 (18) |
9 (10) |
49 |
|
TOTAL |
56 |
31 |
74 |
39 |
200 |
Source: Primary Data (Expected frequencies are given in the parenthesis)
Chi-Square Table
|
Chi-square value |
Table value |
Degrees of freedom |
Significant |
|
10.725 |
10.6 |
6 |
Significant |
Since, the calculated c2 value is significant, the null hypothesis is rejected and there is association between education and important features influenced to go for 3G service.
FINDINGS
- It is found that majority of the customers are female.
- It is found that majority of the customers belong to 20-30 years of age group.
- It is found that most of the sample customers have graduate / diploma holders.
- It is found that majority of the customers are businessmen / professionals.
- It is found that majority of the customers is earning monthly income above Rs.15, 000.
- It is revealed that majority of the customers are unmarried.
- It is revealed that most of the customers have 3 or 4 members in their family during the period of study.
- It is noted from the study that most of the customers are 3G customers.
- Majority of the customers use their telephone connection for more than 7 months.
- It is found that majority of the customers made more than 300 calls in a month.
- It is found that, there is association between gender and level of satisfaction with 3G among the customers.
- It is found that there is association between education and level of satisfaction with 3G among the customers.
- It is found that there is association between age and level of satisfaction with 3G among the customers.
- It is found that there is association between occupation and level of satisfaction among 3G the customers.
- It is found that there is association between monthly income and level of satisfaction with among 3G the customers.
- It is found that there is association between marital status and level of satisfaction with among 3G the customers.
- It is found that there is association between family size and level of satisfaction with among 3G the customers.
- It is found that there is association between education and factors made to avail 3G connection.
- It is found that there is association between education and important features influenced to go for 3G service.
SUGGESTIONS
- In order to develop, 3G limited should be very clear on their schemes and freebees to dealers and customers.
- More advertisement and customer awareness is the need of the hour. Very few advertisement practices is existing in 3G. This shall be made very frequent for future development.
- The subscribers of the 3G network feel that the collection boxes provided for the purpose of remitting the bill are inadequate in number and hence it is advised to provide additional collection boxes at various important places in the city to facilitate the customers for the easy remittance of their bill amount.
- .The Subscribers who have opted for the pre paid schemes feel that the validity time for their prepaid cards is short and hence their level of satisfaction can be improved by considerably extending the validity period of the prepaid cards.
CONCLUSION
In a competitive Scenario customer is the King. The normal progression of any concern in today’s marketing scenario is highly customer centric. To bring out credibility and objectivity and to extend the coverage and leadership, the policy makers hope to concentrate very keenly in the problems faced by the customers. The sustain was given in the study, with a lot of care the company will make past progress towards excellence.
REFERENCE
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Sinha. P. K. and Sahoo. S. C. , “Services Marketing, Himalaya Publishing House, 2004.
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