Data Analysis And Finding Assignment

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Posted byanurag tripathi Posted in
Posted on Jul 28, 2016

This is a solution of Data Analysis And Finding Assignment in which we discuss the researcher aims to find out the points of view of the customers.

Introduction

In this chapter, the researcher aims to find out the points of view of the customers of the hosen Indian telecom company, BSNL by organizing a survey. The collected data would be presented in appropriate manner in tables and figures to analyse the data thoroughly.

4.1 Quantitative data analysis

  1. What is your gender?
Response Response (%) Frequency Total respondents
Female 45 34 50
Male 55 26 50

Table 4.1: Percentage of male and female respondents

Data Analysis And Finding Assignment

Figure 4.1: Percentage of male and female respondents

Finding and analysis
The above depicted figure shows that the number of male respondents is more compared to the female members. The reason may be that, the Indian society still sees more participation of the male members to earn for their families than the female members. Therefore, the mobile operators across India try to promote their services keeping this factor in mind.

  1. What age group do you belong?
Response Response (%) Frequency Total Respondents
18-25 32 16 50
26-35 28 14 50
36-45 22 11 50
46 and above 18 09 50

Table 4.2: Age group of the customers

Data Analysis And Finding Assignment

Figure 4.2: Age group of the customers

Finding and analysis
The aforementioned figure shows that the number of respondents maximum in this survey belongs to the age group of 18 to 25. Therefore, it can be inferred that the maximum  number of mobile service users belong to the age group, which is highly volatile. Retaining this group is going to be very critical and at the same time rewarding. The reason being this age group splurges a large amount of money to use various kinds of mobile services. The next sizeable share of respondents are from the second age group belonging to several professions. Therefore, this two age group has catapulted the growth of the Indian telecom sector.

  1. How long are you using mobile service?
Response Response (%) Frequency Total Respondents
6 months 28 14 50
7 months to 1 year 30 15 50
2-3 years 24 12 50
4-5 years 18 09 50

Table 4.3: Duration of use of the customers

Data Analysis And Finding Assignment

Figure 4.3: Duration of use of the customers

Finding and analysis
The above presented pie chart shows that the respondents are using their mobile connection for the last 7 months to 1 year for the maximum time. Therefore, the factor of switching their loyalty may be there as, the customers cannot be cited as long time customers. On the other hand, the customers using their mobile services for more than 2 years is a significant one. This section of customers are truly loyal to the company.

  1. What type of mobile connection do you have?
Response Response (%) Frequency Total Respondents
Prepaid 48 24 50
Postpaid 34 17 50
Both 18 09 50

Table 4.4: Types of mobile connection

Data Analysis And Finding Assignment

Figure 4.4: Types of mobile connection

Finding and analysis
Pre-paid customers are mostly prevalent in Indian telecom sector and BSNL has the task to look at this choice seriously. The number of pre-paid customers outnumber the postpaid customers significantly. The reason may be that prepaid connections come with a great deal of benefits, which help the customers in case of any financial crisis. They can recharge their mobile number when they have the means to do that. The mismatch between the actual use and the bill sent by the company is not there in the case of prepaid service too.

  1. How far do you agree that the promotional policies of BSNL are favourable for you?
Response Response (%) Frequency Total Respondents
Strongly agree 18 09 50
Agree 28 14 50
Neutral 14 07 50
Disagree 22 11 50
Strongly disagree 18 09 50

Table 4.5: Applicability of the promotional policies of BSNL

Data Analysis And Finding Assignment

Figure 4.5: Applicability of the promotional policies of BSNL

Finding and analysis
Most of the respondents have answered positively for this question. Therefore, it can be assumed that the customers are happy with the promotional policies of BSNL. However, the next most chosen option is a negative one. Therefore, the promotional policies are not able to satisfy the customers of all classes. Therefore, the promotional policies of BSNL are not certainly going with the aim of the management to make the company India’s one of the best mobile service providers.

  1. How far do you agree that BSNL’s employees are friendly and approachable?
Response Response (%) Frequency Total Respondents
Strongly agree 14 07 50
Agree 18 09 50
Neutral 06 03 50
Disagree 26 13 50
Strongly disagree 36 18 50

Table 4.6: Employee behaviour of BSNL

Data Analysis And Finding Assignment

Figure 4.6: Employee behaviour of BSNL

Finding and analysis
The above mentioned figure reveals that the customers are not at all happy with the employee behavior of BSNL. In fact, the last two options have attracted most number of responses and that speaks about the loopholes of the telecom company. If the employee behavior does not change for good, the customers would not hesitate to leave the company. Therefore, this survey has brought forth some important questions before BSNL regarding having properly trained and qualified employees at place.

See more(Unit-2 Data Analysis And Finding Assignment)

  1. Are you satisfied with the tariff plans of BSNL?
Response Response (%) Frequency Total Respondents
Highly satisfied 16 08 50
Satisfied 26 13 50
Neutral 08 04 50
Dissatisfied 26 13 50
Highly dissatisfied 24 12 50

Table 4.7: Satisfaction of the customers regarding tariff plans

Data Analysis And Finding Assignment

Figure 4.7: Satisfaction of the customers regarding tariff plans

Finding and analysis
The survey has revealed that equal number of customers have voted for both positive and negative options. Therefore, it can be inferred that the tariff plans are not according to the demands of the greater number of customers. In fact, the tariff plans have not evoked any considerable amount of positive response from the survey.

  1. Do you think that BSNL is demanding additional tariff price in the name of premium quality service?
Response Response (%) Frequency Total Respondents
I think so 28 14 50
No, I do not think so 54 27 50
I have no idea 18 09 50

Table 4.8: Applicability of tariff price of BSNL

Data Analysis And Finding Assignment

Figure 4.8: Applicability of tariff price of BSNL

References:

Jacoby, J. & Chestnut, R. (2009). Brand loyalty: Measurement and management. New York: John Wiley & Sons.

Miller, R. & Washington, K. (2013). Consumer loyalty, Loganville: Richard K. Miller & Associates.

Zeleke, M. (2015). Influence of quality service on customer satisfaction and loyalty. Saarbrücken: LAP LAMBERT Academic Publishing.

Journals:

Babakus, E. & Boller, G.W. (2011). “An empirical assessment of the SERVQUAL scale”. Journal of Business Research, 24(3), pp. 253-68.

Bansal, H. S., & Taylor, S. F. (2012).” The service provider switching model (spsm) a model of consumer switching behavior in the services industry”. Journal of Service Research, 2(2), pp.200-218.

Barnes, S. J. (2009). ”Enterprise mobility: concept and examples”. International Journal of Mobile Communications, 1(4), 9(4), pp.341-359.

Bowen, J. T., & Chen, S. L. (2011). “The relationship between customer loyalty and customer satisfaction”. International journal of contemporary hospitality management, 13(5), pp.213-217.

Caruana, A. (2012). “Service loyalty: The effects of service quality and the mediating role of customer satisfaction”. European Journal of Marketing, 36(7), pp. 811-29.

Chada, S.K & Kapoor,D. (2009). “Effect of switching cost, service quality and customer satisfaction on customer loyalty of cellular service providers in Indian market”. The ICFAI University Journal of Marketing Management, 8(1), pp. 23-37

Chen, L., Nath, R., (2011). ”A framework for mobile business applications”. International Journal of Mobile Communications, 2(4), pp.368-381.

Chow-Chua,C.& Komaran,R. (2012). “Managing service quality by combining voice of the service provider and voice of their customers”. Managing Service Quality, 12(2), pp.77-86.

Dick, A.S. & Basu, K. (2010). “Customer loyalty: Toward an integrated conceptual framework”. Journal of the Academy of Marketing Science, 22(2), pp.99-113.

Eshghi, A., Roy, S.K. & Ganguli, S., (2009). “Service quality and customer satisfaction: an empirical investigation in Indian mobile telecommunications services”. Marketing Management Journal, 18(2), pp.23-63

Hafeez, S. & Muhammad, B., 2012. The Impact of Service Quality, Customer Satisfaction and Loyalty Programs on Customer’s Loyalty: Evidence from Banking Sector of Pakistan. International Journal of Business and Social Science, 3(16).

Howat, G., Crilley, G. & McGrath, R. (2009), “A focused service quality, benefits, overall satisfaction and loyalty model for public aquatic centres”. Managing Leisure, 13(4), pp. 139-161.

Huang, M. H., & Yu, S. (2012). “Are consumers inherently or situationally brand loyal? A set intercorrelation account for conscious brand loyalty and nonconscious inertia”. Psychology & Marketing, 16(6), pp.523-544.

John, J., (2011). “An analysis on the customer loyalty in telecom sector: Special reference to Bharat Sanchar Nigam limited, India”. African Journal of Marketing Management, 3(1), pp.1-5.

Paulrajan, R. & Rajkumar, H., (2011). “Service quality and customers preference of cellular mobile service providers”. Journal of technology management & innovation, 6(1), pp.38-45.
Pezeshki, V., Mousavi, A. & Grant, S., (2009). “Importance-performance analysis of service attributes and its impact on decision making in the mobile telecommunication industry”. Measuring Business Excellence, 13(1), pp.82-92.
Punniyamoorthy, M. & Raj, M.P.M., (2009). “An empirical model for brand loyalty measurement”. Journal of Targeting, Measurement and Analysis for Marketing, 15(4), pp.222-233.
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