16-05-2013, 12:01 PM
A REPORT ON CUSTOMER SATISFACTION ABOUT IDEA
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Executive Summary
The study was carried to know the customer satisfaction level at PNB. The methodology adopted includes primary and secondary study. The primary study comprised of preparing a questionnaire and 100 respondents were questioned over a period of three weeks. The study shows that PNB has good brand image and enjoys a good market share. The respondents are happy with the interest rates provided by PNB and at the same time showed dissatisfaction towards limited product and services.
The study suggests PNB should take advantage of its brand image and should diversify its products and services to strengthen its customer base. The bank should launch a campaign to relate to customers more closely.
INTRODUCTION
Why Organizations Focus on Customer Satisfaction
Businesses monitor customer satisfaction in order to determine how to increase their customer base, customer loyalty, revenue, profits, market share and survival. Although greater profit is the primary driver, exemplary businesses focus on the customer and his/her experience with the organization. They work to make their customers happy and see customer satisfaction as the key to survival and profit. Customer satisfaction in turn hinges on the quality and effects of their experiences and the goods or services they receive.
Customer Satisfaction
The definition of customer satisfaction has been widely debated as organizations increasingly attempt to measure it. Customer satisfaction can be experienced in a variety of situations and connected to both goods and services. It is a highly personal assessment that is greatly affected by customer expectations. Satisfaction also is based on the customer’s experience of both contact with the organization (the “moment of truth” as it is called in business literature) and personal outcomes. Some researchers define a satisfied customer within the private sector as “one who receives significant added value” to his/her bottom line—a definition that may apply just as well to public services. Customer satisfaction differs depending on the situation and the product or service. A customer may be satisfied with a product or service, an experience, a purchase decision, a salesperson, store, service provider, or an attribute or any of these. Some researchers completely avoid “satisfaction” as a measurement objective because it is “too fuzzy an idea to serve as a meaningful benchmark.”4 Instead, they focus on the customer’s entire experience with an organization or service contact and the detailed assessment of that experience.
COMPANY PROFILE
Idea Cellular, called Birla Tata AT&T before being renamed in May 2002, is India’s leading cellular services provider. It was set up in January 2001 following the merger of Tata Cellular and Birla AT&T Communication. In February 2001, Idea Cellular acquired RPG Cellcom, which is now called BTA Cellcom and has operations in Madhya Pradesh and Chhattisgarh.
The Idea Cellular footprint currently covers five circles: Maharashtra, Gujarat, Andhra Pradesh, Madhya Pradesh (including Chhattisgarh) and New Delhi. Its services span the entire cellular value chain from voice to text. During 2001-2002, Idea Cellular was India’s fastest growing cellular operator, registering an annual growth rate of 135 per cent. Thanks to the frontline technology – from Nokia and Ericsson – at its customer’s extensive coverage, quality service and minimal congestion levels. Currently it has an approximate subscriber base of 1.25 million, which amounts to 26.2 per cent in its five circles of operation (and 10.7 percent of the all –India total). Idea also enjoys market leadership in two of its circles of operation, Maharashtra and Goa, and Andhra Pradesh.
IDEA COVERAGE:
Idea gives you coverage like no other mobile service can. Covering 23 Districts and 152 towns in Andhra Pradesh and with a unique concept called ‘the corridor connectivity’, Idea promises you the widest reach with the deepest penetration. Corridor connectivity provides highway coverage by way of the Costa corridor between Sangareddy (via Hyderabad) and Vijayawada, the Krishna Corridor between Vijayawada and Tirupati, the Rayalaseema corridor between Hyderabad and Hindupur and the kakatiya corridor between Hyderabad and Mancherial (via Warangal). Besides, we assure first time connection, no call drops enho-free speech, better voice clarity and no congestion of cellular traffic. Lastly, with a base of over 100 franchisees in the state dedicated to customer care and interaction, it’s no wonder that service offered by Idea in like no other.
SHORT MESSAGING SERVICES:
This feature allows you to send and receive messages, to and from, respectively; almost all national cellular operators. SMS allows you access to Services like receiving stock quotes, horoscopes, jokes, messages, email, news, and many others. It comes as an in-built feature to all Idea subscribers. Idea offers an array of services that help you manage your calls better. From caller Identification to Call Waiting, from Call Divert to Call Conference, Idea redefines convenience. Most of this feature are optional and can be availed of on request and carry a nominal subscription charge. To activate any feature, call our Customer Care or visit any Idea ‘n’ U showroom.
ITEMISED BILLING:
This feature gives you the details of all calls made and received, SMS sent during a month. Your monthly bill, therefore, will carry the details of the number called/received, time and date of the call, duration, amount charged, number to which the SMS had been sent, etc. This feature is given by default, and can be deactivated on request