Vodafone Customer Satisfaction

A study on customer Satisfaction towards Vodafone Dealer in Maski
CHAPTER-1
RESEARCH
DESIGN
DEVANAMPRIYA ASHOKA G.F.G COLLEGE (U.G & PG) MASKI-584124

CHAPTER-1
RESEARCH DESIGN
INTRODUCTION:
Vodafone is the brand name of Vodafone. It established its presence in

India in 1994 and in Karnataka 2002. The total no of towns 521 in Karnataka and
total no of towers 2077 in Karnataka. One of the most respected cellular service
providers know for providing world class and innovative Services.
It now has operation in 16 circles accounting for 70% of India’s mobile

customer base.
Vodafone Limited with about 18.4 million customers is one of the most
reputed telecom companies in India over the years. It has been named the most
respected telecom company. The best mobile service in the country, and most
creative and most effective advertiser of the year.
Vodafone Telecom is a part of the multinational conglomerate. Vodafone

Whampoa which has its origins dating operates. Five core businesses in 42
countries across the world of which, Vodafone Telecom has been one of the
pioneers in mobile multimedia communication and spans five continents.
By 2005 there was a total of 12 players in the market with five major players
Bharti Tele- Ventures limited (Bharthi, Bharath Sanchar Nigam Ltd) (BSNL),

Vodafone Ltd (VODAFONE) India , Cellular limited(India, and Reliance India

Mobile (RIM).
1.1 STATEMENT OF THE PROBLEM :
The study was carried out to find out the customer satisfaction level of
VODAFONE after sales. The study is limited MASKI CITY. This study focuses
on the customer preference level. The study is limited to those customers who have
subscribed for the Company. This study attempts to analyze the customer
perceptions on all such factors, which would be the base for the customer
satisfaction. Time was a major constraint that limited the study for customer
satisfaction for VODAFONE.
Cellular mobile phone communication is a tool for the beneficial use of

individual including professional and businessman. Though the cellular operators
have been rendering services to its customers throughout India, it has become a
target of controversy due to many reasons, such as, excess billing, disconnection
while talking, cross talk while talking, high cost handset and high operating cost.
Recently, the cellular operators are subject to comments and criticism
for various reasons. Their services are not only commendable, but also satisfying
to the consumers to some extent. The important threats of cellular mobile service
market in India are high costs of service provision, low-income among the people
cannot be offered to replicate expensive telecom infrastructure, political instability,
Chinas early liberalization, threats from WLL service providers and also from
satellite phones. The customer’s expectations and knowledge of the mobile phone
service are also increasing at the other hand. Hence the service providers are facing
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challenges, not only from the competitors, but also from their customers. The
consistent updation of the service quality is the only measure to regain the existing
customers and attract the new customers in order to increase their subscriber base.
1.2 OBJECTIVES OF THE STUDY :
Following are the Objectives of the executive Training undertaken:
 To understand the customer needs and satisfaction.
 To know the feedback of the customer.
 To know satisfaction level of customers with VODAFONE Product.
 To know Market share of the VODAFONE
 To enhance the customer buying the product for coming new project.
 To know the market telecom industry among all the postpaid sim card and
prepaid simcard purchase in MASKI.
1.3 SCOPE AND IMPORTANCE OF THE STUDY:
As market growth slows on as market becomes more competitive,

service providers are more likely to attempt to maintain their market share by

focussing on retaining existing customers. Customer retention has been advocated

as an easier and more reliable source of superior performance (Reichheld and
Sasser, 1990)1. To improve customer retention, service providers initiate variety of
services, including programs on customer satisfaction (Jones and Sasser, 1995)2,
complaint management. (Fornell and Wernerfelt, 1987) 3 and loyalty (Dowling
and Uncles, 1997) 4. In understanding customer satisfaction, researchers paid
attention to the management of service quality (Rust and Zahorit, 1993)5;
developing strategies to meet current expectations, and explaining the impact of
service quality on customer satisfaction (Zeithaml et al., 1996)6. In explaining, the
link between service quality, customer satisfaction and customer loyalty, only a
few studies have examined the factors leading to customer satisfaction and
switching. The increasing competition in Indian spectrum of mobile industry is
reducing the price of service and customers are bombarded with various services
and changing tariff plans. Brand Loyalty function, like insulator for brands, which
prevent competitor to grab their customers. Customer satisfaction is a decisive
component for creating loyal customer base. Hence the present study has made an
attempt to study the linkage between service quality, customer satisfaction and
customer loyalty in mobile phone service industry in India.

1.4 RESEARCH METHODOLOGY :
 Sources of Data Collection.
PRIMARY DATA:
The primary data is collection through has collected through approaching

the official and interacting with the distributer and staff members. Primary Data
collected by various sources which includes asking direct questions and interview,
group discussion’s. The study is both empirical and descriptive; the primary data
have been made use of for the analysis.
SECONDARY DATA:
Secondary data collected by VODAFONE Maski And the group discussion was
also made to cross-check the collected information, also informal interview with
detailed checklist has been canvassed with community leader, personnel to have
deeper understanding of the problems.
1. Books.
2. VODAFONE.in official website
3. By Internet.

1.5 LIMITATIONS OF THE STUDY :
 For that competition in the market among the financial dailies is very
tough.
 Many people are not willing to change the present mobile numbers.
 This study is limited to the Maski city only

1.6 OVER VIEW OF THE CHAPTERS :
THIS STUDY IS DIVIDED INTO FIVE CHAPTERS.
CHAPTER 1: RESEARCH DESIGN
It gives the information about the process of the study, which includes
statements of problem, objectives of the study, and limitations of the study,
methodology and chapter scheme.
CHAPTER 2: COMPANY PROFILE
This chapter includes industry profile and organization used data collection
i.e VODAFONE MASKI CITY ONLY.
CHAPTER 3: Theoretical back ground of the study
This chapter includes Theoretical back ground of CUSTOMER
SATISFACTION.
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CHAPTER 4: Analysis & Interpretation
This chapter includes data analysis & Interpretation of the collected, which is
most important part of the project report.
CHAPTER 5: Findings & Suggestions
This chapter includes findings & suggestions and conclusion of the study.

CHAPTER-2
COMPANY
PROFILE
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Chapter-2
COMPANY PROFILE
INTRODUCTION:
Vodafone India Ltd. is the second largest mobile network
operator in India by subscriber base, after Airtel. It is headquartered in Mumbai,
Maharashtra. It has approximately 185 million customers as of June 2015. It offers
both prepaid and postpaid GSMcellular phone coverage throughout India with
better presence in the metros. Vodafone India provides services on basis of
900 MHz and 1800 MHz digital GSM technology. Vodafone India
launched 3G services in the country in the January–March quarter of 2011 and
plans to spend up to $500 million within two years on its 3G networks. It has
already launched its 4G services in Mumbai from February,2016 and plans to
expands its network to various cities from March 2016 .Vodafone is the second
largest player in telecom operator in India after Airtel, with a market share of
18.42%.
Vodafone established its presence in India in 1994 by acquiring the cellular

license for Mumbai. It now has operations in 16 circles accounting for 70% of
India's mobile customer base.
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VODAFONE Limited, with about 18.4 million* customers, is one of the most
reputed telecom companies in India. Over the years, it has been named the 'Most
Respected Telecom Company', the 'Best Mobile Service in the country', and the 'Most
Creative and Most Effective advertiser of the Year'.
VODAFONE Telecom is a part of the multinational conglomerate -

VODAFONE Whampoa which has its origins dating back to 1828 in Hong Kong. The
Group operates five core businesses in 42 countries across the world, of which,
VODAFONE Telecom has been one of the pioneers in mobile multimedia
communication and spans five continents.
Today it is world of tough Competition, it is true for the companies and

also to the cellular market it is a tough competition because of more players in the
market. Companies can survive only when they give outsmart competition adapt
themselves to dynamic and Turbulent marketing environment rather than just
pulling sales. But can market do this? The answer is simple, yet very complex
customer satisfaction.
Cellular marketing emerging because of the quick, economic, easy

connection can get connected throughout world with a second.
 India is the fourth largest telecom market in Asia.

 Is the eighth largest in the world and the second largest among emerging
economies?
 Telecom network in India was owned and managed by the Government.
 Indian telecom sector has undergone a major process of
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HISTORY OF VODAFONE COMPANY:
Hutchison Max Telecom Ltd. (HMTL), a joint venture between Hutchison

Whampoa and the Max Group, was established on 21 February 1992. The licence
to operate in Mumbai (then Bombay) circle was awarded to Hutchison Max by
the Department of Telecommunications(DoT) in November 1994. The cellular
service branded "Max Touch" was launched the same year. Hutchison Max entered
into the Delhi telecom circle in December 1999, the Kolkata circle in July 2000
and the Gujarat circle in September 2000. Licences for these circles had initially
been awarded by the DoT in 1994, 1997 and 1995 respectively. Between 1992 and
2006, Hutchison acquired interests in all 23 mobile telecom circles of India.
HMTL rebranded "Max Touch" as Orange from 14 February 2000. France

Telecom (now Orange S.A.) acquired the worldwide rights for the Orange brand
from "Vodafone" in May 2000, and planned to enforce its ownership of the brand
in India. They made an offer to purchase part of Hutchison's India operations, but
Hutchison India declined to sell.[8] Hutchison retained the rights over the Orange
brand in India, but had to pay a royalty to France Telecom. [8] France Telecom left
the Indian market in December 2004.
HMTL was renamed Hutchison Essar Limited (HEL) in August 2005. In

Delhi, Uttar Pradesh (East), Rajasthan and Haryana, Essar Groupwas the major
partner. But later Hutch took the majority stake. By the time of Hutchison
Telecom's Initial Public Offering in 2004, Hutchison Whampoa had acquired
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interests in six mobile telecommunications operators providing service in 13 of

India's 23 licence areas
and following the completion of the acquisition of BPL Mobile that number
increased to 16. In 2006, it announced the acquisition of a company (Essar
Spacetel — A subsidiary of Essar Group) that held licence applications for the
seven remaining licence areas. Initially, the company grew its business in the
largest wireless markets in India — in cities like Mumbai, Delhi and Kolkata. In
these densely populated urban areas it was able to establish a robust network, well-
known brand and large distribution network – all vital to long-term success in
India. Then it also targeted business users and high-end post-paid customers which
helped Hutchison Essar to consistently generate a higher Average Revenue Per
User (ARPU) than its competitors. By adopting this focused growth plan, it was
able to establish leading positions in India's largest markets providing the resources
to expand its footprint nationwide. In February 2007, Hutchison Telecom
announced that it had entered into a binding agreement with a subsidiary of
Vodafone Group Plc to sell its 67% direct and indirect equity and loan interests in
Hutchison Essar Limited for a total cash consideration (before costs, expenses and
interests) of approximately $11.1 billion.
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A 'You and I' print advertisement of Hutch featuring Cheeka (dog)
Hutch was often praised for its award winning advertisements which all
follow a clean, minimalist look. A recurrent theme is that its message "Hi" stands
out visibly though it uses only white letters on red background. Another successful
ad campaign in 2003 featured a pug named Cheeka following a boy around in
unlikely places, with the tagline, "Wherever you go, our network follows." The
simple yet powerful advertisement campaigns won it many admirers. Ads featuring
the pug were continued by Vodafone even after rebranding. The brand
subsequently introduced ZooZoos which gained even higher popularity than was
created by the Pug. Vodafone's creative agency is O&M while Harit Nagpal was
the Marketing Director during the various phases of its brand evolution.
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Hutch logo from November 2005 until acquisition by Vodafone & Hutch logo until
November 2005.
Vodafone purchases Essar's stake:
In July 2011, Vodafone Group bought the mobile phone business of its
partner Essar for $5.46 billion. This meant Vodafone owns 74% of Essar. On 11
February 2007, Vodafone agreed to acquire the controlling interest of 67% held
by Li Ka Shing Holdings in Hutch-Essar for US$11.1 billion, pipping Reliance
Communications, Hinduja Group, and Essar Group, which is the owner of the
remaining 33%. The whole company was valued at USD 18.8 billion.[14] The
transaction closed on 8 May 2007. In April 2014, India based Piramal Group sold
its 11% Stake in Vodafone India to Prime Metals, an indirect subsidiary
of Vodafone Group.
Vodafone-Hutchison tax case:

Vodafone was embroiled in a $2.5 billion tax dispute with the Indian
Income Tax Department over its purchase of Hutchison Essar Telecom services in
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April 2007. It was being alleged by the Indian Tax authorities that the transaction
involved purchase of assets of an Indian Company, and therefore the transaction,
or part thereof was liable to be taxed in India.
Vodafone Group Plc. entered India in 2007 through a subsidiary based in the
Netherlands, which acquired Hutchison Telecommunications International Ltd’s
(HTIL) stake in Hutchison Essar Ltd (HEL)—the joint venture that held and
operated telecom licences in India. This Cayman Islands transaction, along with
several related agreements, gave Vodafone control over 67% of HEL and
extinguished Hong Kong-based Hutchison’s rights of control in India, a deal that
cost the world’s largest telco $11.2 billion at the time.
In January 2012, the Indian Supreme Court passed the judgment in

favour of Vodafone, saying that the Indian Income tax department had "no
jurisdiction" to levy tax on overseas transaction between companies incorporated
outside India. However, Indian government thinks otherwise. It believes that if an
Indian company, Hutchison India Ltd., conducts a financial transaction,
government should get its tax out of it. Therefore, in 2012, India changed its
Income Tax Act retroactively and made sure that any company, in similar
circumstances, is not able to avoid tax by operating out of tax-havens like Cayman
Islands or Lichtenstein. In May 2012, Indian authorities confirmed that they were
going to charge Vodafone about ₹20000 crore (US $3.3 billion) in tax and fines.
The second phase of the dispute is about to start. The Bombay high court on
Thursday directed the Income-Tax Appellate Tribunal (ITAT) to hear a Rs.8,500
crore transfer-pricing tax dispute relating to the Indian arm of Vodafone Group Plc
from 21 February on a daily basis till a final order is passed.
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Mobile services:
3G
On 19 May 2010, the 3G spectrum auction in India ended. Vodafone
paid 11617.86 million (the second highest amount in the auctions) for spectrum in
9 circles. The circles it will provide 3G in are Delhi, Gujarat, Haryana, Kolkata,
Maharashtra & Goa, Mumbai, Tamil Nadu, Uttar Pradesh (East) and West Bengal.
On 16 March 2011, Vodafone launched 3G services in Uttar Pradesh (East) in the

city of Lucknow.[20] It was the fifth private operator (seventh overall) to launch 3G
services in the country, following Tata Docomo, Reliance Communications, Airtel,
and Aircel.
On 23 June 2011 Vodafone launched 3G service in Kerala by joining with

Idea in an Intra Circle Roaming agreement. Initially Vodafone 3G services will be
available in the following cities in Kerala – Ernakulam, Aluva, Palakkad, Thrissur,
Calicut, Koyilandy, Alappuzha, Cherthala, Malappuram and Manjeri. On 28 June
2012, Vodafone launched a new international roaming package under which the
users shall have not to pay multiple rentals in the countries they are visiting.
4G
On 8 December 2015, Vodafone announced the roll out of its 4G network in India
on 1800 MHz band, starting from Kochi, Kerala.
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M-Pesa
M-Pesa, branded as M-Paisa (the paisa being the largely unused subunit of
the Indian rupee), was launched in India as a close partnership with HDFC bank in
November 2011. Development for the bank began as early as 2008. The service
continues to operate in a limited geographical area in India. Vodafone India had
partnered with both HDFC and ICICI, ICICI launched M-Pesa on April 18,
2013. Vodafone plans to rollout this service throughout India. The user needs to
register for this service by paying 100 Rupees and there are charges levied per M-
Pesa transaction.[ they can get recharge mobiles and DTH from m-pesa and also
they can transfer the money to other users and other banks also.
Vodafone stores
As of 3 September 2013, there were a total of 16 Vodafone Angel Stores in

14 states, all staffed entirely by women. Stores currently operate in Agra,
Ahmedabad, Bhubaneshwar, Chennai, Delhi, Goa, Haryana, Hyderabad, Jaipur,
Kerala, Kolkata, Lucknow, Mumbai, Mysore, Pune, Shillong, Vadodara and
Rajkot.
According to Marten Pieters, Managing Director and CEO, Vodafone India,

"The Angel Stores are a part of Vodafone’s commitment to provide our women
employees with one of the most secure and productive work environment.
Additionally, our women customers feel more welcomed while visiting the store."
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Subscriber base:
Total number of Vodafone India Subscribers : 141,519,840, i.e. 21.54% of the
total 657,158,013 Indian mobile phone subscribers.
West Bengal 11,165,667
Uttar Pradesh(West) 8,999,073
Uttar Pradesh(East) 14,526,236
Tamil Nadu 9,777,927
Rajasthan 8,565,366
Punjab 4,309,853
Odisha 2,789,575
North East 928,563
Mumbai 6,160,353
Maharashtra 12,977,123
Madhya Pradesh & Chhattisgarh 4,101,877
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Kolkata 4,084,284
Kerala 6,067,506
Karnataka 6,452,620
Jammu & Kashmir 666,009
Himachal Pradesh 475,329
Haryana 4,437,015
Gujarat 15,801,117
Goa 7,134,576
Delhi 8,449,120
Chennai 2,091,411
Bihar 6,381,278
Assam 2,188,073
Andhra Pradesh 2,224,689
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VISION:
Our Vision is to be the communication leader in an increasingly connected world.
MISSION:
Vodafone will enhance value for its stakeholders and contribute to society
by providing our customers with innovative, affordable and customer friendly
communications services.
Through excellence in our service we aspire to be the most respected and
successful telecommunications company in India.
SYMBOL & SLOGAN OF VODAFONE:
“power to you”
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FOUNDERS OF VODAFONE COMPANY
Gerry Whent
Ernest Harrison
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SERVICES PROVIDERS OF VODAFONE
 VODAFONE covers an area of Delhi, Mumbai, Chennai, Kolkata, Gujarat,
Andhra Pradesh, Karnataka, Punjab, Haryana, Uttar Pradesh- West Uttar
Pradesh East Rajasthan, and West Bengal.
 In 1995 VODAFONE Max Telecom, Joint venture between VODAFONE
and Max India limited. VODAFONE Max Telecom launched its Cellular
Services in Mumbai under the brand name “Max Touch”
 In 2000 VODAFONE Entered into a Joint Venture with Essar called
VODAFONE to further expand its operations in India.
 In 2001 VODAFONE acquired a license to extend its operations to Chennai,
Karnataka and Andhra Pradesh. In 2002 the company brought all its cellular
Services across India under the brand name “VODAFONE”
 In 2002 launch of a innovative advertising campaign by VODAFONE. The
campaign used the print and outdoor advertising media.
 Rahul Dravid as he is brand ambassador connection on the companies’ new
ad campaign.
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VODAFONE IS HERE: HUTCH is now Vodafone
19 September 2007
Mumbai, September 19, 2007: Vodafone, the world’s leading international

mobile communications company, has fully arrived in India. Vodafone Essar
announced today that the Vodafone brand will be launched in India from 21st
September onwards.
The popular and endearing brand, VODAFONE, will be transitioned to

Vodafone across India. This marks a significant chapter in the evolution of
Vodafone as a dynamic and ever-growing brand. The brand change over the next
few weeks will be unveiled nationally through a high profile campaign covering all
important media.
Vodafone, the world’s leading mobile telecommunication company,

completed the acquisition of VODAFONE in May 2007 and the company was
formally renamed Vodafone Essar in July 2007. Asim Ghosh, Managing Director,
Vodafone Essar, said "We’ve had a great innings as VODAFONE in India and
today marks a new beginning for us. Not as a departure from the fundamentals that
created VODAFONE, but an acceleration into the future with Vodafone's global
expertise."
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Harit Nagpal, Marketing and New Business Director, Vodafone Essar, said,
"This transition is probably the largest brand change ever
Undertaken in this country and arguably as big as any in the world. It is even
larger than our own previous brand transitions as it touches over 35 million
customers, across 400,000 shops and thousands of our own and our business
associates' employees."
The Vodafone mission is to be the communications leader in an increasingly

connected world – enriching customers’ lives, helping individuals, businesses and
communities be more connected by delivering their total communication needs.
Vodafone's logo is a true representation of that belief - The start of a new

conversation, a trigger, a catalyst, a mark of true pioneering.
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Major Players:
There are three types of players in telecom services:
• -State owned companies (BSNL and MTNL)
• -Private Indian owned companies (Reliance Infocomm, Tata Teleservices,)
• -Foreign invested companies (Hutchison-Essar, Bharti Tele-Ventures,
Escotel, Idea Cellular, BPL Mobile, Spice Communications)
BSNL:
On October 1, 2000 the Department of Telecom Operations, Government of
India Became a corporation and was renamed Bharat Sanchar Nigam Limited
(BSNL). BSNL is now India’s leading Telecommunications Company and the
largest public Sector undertaking. It has a network of over 45 million lines
covering 5000 towns with over 35 million telephone connections.
The state-controlled BSNL operates basic, cellular (GSM and CDMA)

mobile, Internet and long distance services throughout India (except Delhi and
Mumbai). BSNL will be
Expanding the Network line with the Tenth Five-Year Plan (1992-97). The aim is
to provide a telephone density of 9.9 per hundred by March 2007. BSNL, which
became the third operator of GSM mobile services in most circles, is now planning
to overtake Bharti to become the largest GSM operator in the country. BSNL is
also the largest operator in the Internet market, with a share of 21 per cent of the
entire subscriber base
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BHARTI:
Established in 1985, Bharti has been a pioneering force in the telecom sector
with many firsts and innovations to its credit, ranging from being the first mobile
service in Delhi, first private basic telephone service provider in the country, first
Indian company to provide comprehensive telecom services outside India in
Seychelles and first private sector service provider to launch National Long
Distance Services in India. Bharti Tele-Ventures Limited was incorporated on July
7, 1995 for promoting investments in telecommunications services. Its subsidiaries
operate telecom services across India. Bharti’s operations are broadly handled by
two companies.
Mobility group, which handles the mobile services in 16 circles out of a total
23 circles across the country; and the Infotel group, which handles the NLD, ILD,
fixed line, broadband, data, and satellite-based services. Together they have so far
deployed around 23,000 km of optical fiber cables across the country, coupled with
approximately 1,500 nodes, and presence in around 200 locations. The group has a
total customer base of 6.45 million, of which 5.86 million are mobile and 588,000
fixed line customers, as of January 31, 2004. In mobile, Bharti’s footprint extends
Across 15 circles. Bharti Tele-Ventures' strategic objective is “to capitalize on the
growth opportunities the company believes are available in the Indian
telecommunications market and Consolidate its position to be the leading
integrated telecommunications services provider in key markets in India, with a
focus on providing mobile services”.
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MTNL:
MTNL was set up on 1st April 1986 by the Government of India to upgrade
the quality of telecom services, expand the telecom network, and introduce new
services and to raise revenue for telecom development needs of India’s key metros
– Delhi, the political capital, and Mumbai, the business capital. In the past 17
years, the company has taken rapid strides to emerge as India’s leading and one of
Asia’s largest telecom operating companies. The company has also been in the
forefront of technology induction by converting 100% of its telephone exchange
network into the state-of-the-art digital mode. The Govt. of India currently holds
56.25% stake in the company. In the year 2003-04, the company's focus would be
not only consolidating the gains but also to focus on new areas of enterprise such
as joint ventures for projects outside India, entering into national long distance
operation, widening the cellular and CDMA-based WLL customer base, setting up
internet and allied services on an all India basis.
MTNL has over 5 million subscribers and 329,374 mobile subscribers.

While the market for fixed wire line phones is stagnating, MTNL faces intense
competition from the private players—Bharti, Hutchison and Idea Cellular,
Reliance Infocomm—in mobile services. MTNL recorded sales of Rs. 60.2 billion
($1.38 billion) in the year 2002-03, a decline of 5.8 per cent over the previous
year’s annual turnover of Rs. 63.92 billion.
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RELIANCE:
Reliance is a $16 billion integrated oil exploration to refinery to power and
textiles conglomerate (Source: http://www.ril.com/newsitem2.html). It is also an
integrated telecom service provider with licenses for mobile, fixed, domestic long
distance and international services. Reliance Infocomm offers a complete range of
telecom services, covering mobile and fixed line telephony including broadband,
national and international long distance services, data services and a wide range of
value added services and applications. Reliance India Mobile, the first of
Infocomm's initiatives was launched on December 28, 2002. This marked the
beginning of Reliance's vision of ushering in a digital revolution in India by
becoming a major catalyst in improving quality of life and changing the face of
India.
Reliance Infocomm plans to extend its efforts beyond the traditional value
chain to develop and deploy telecom solutions for India's farmers, businesses,
hospitals, government and public sector organizations. Until recently, Reliance was
permitted to provide only “limited mobility” services through its basic services
license. However, it has now acquired a unified access license for 18 circles that
permits it to provide the full range of mobile services. It has rolled out its CDMA
mobile network and enrolled more than 6 million subscribers in one year to
become the country’s largest mobile operator. It now wants to increase its market
share and has recently launched pre-paid services. Having Captured the voice
market, it intends to attack the broadband market.
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TATA TELESERVICES:
Tata Teleservices is a part of the $12 billion Tata Group, which has 93
companies, over 200,000 employees and more than 2.3 million shareholders. Tata
Teleservices provides basic (fixed line services), using CDMA technology in six
circles: Maharashtra (including Mumbai), New Delhi, Andhra Pradesh, Tamil
Nadu, Gujarat, and Karnataka. It has over 800,000 subscribers. It has now migrated
to unified access licenses, by paying a Rs. 5.45 billion ($120 million) fee, which
enables it to provide fully mobile services as well.
The company is also expanding its footprint, and has paid Rs. 4.17 billion
($90million) to Dot for 11 new licenses under the IUC (interconnect usage
charges) regime. The new licenses, coupled with the six circles in which it already
operates, virtually gives the CDMA mobile operator a national footprint that is
almost on par with BSNL and Reliance Infocomm. The company hopes to start off
services in these11 new circles by August 2004. These circles include Bihar,
Haryana, Himachal Pradesh, Kerala, Kolkata, Orissa, Punjab, Rajasthan, Uttar
Pradesh (East) & West and West Bengal.
BSNL:
On April 1, 1986, the Bharat Sanchar Nigam Limited (BSNL) - a wholly
Government owned corporation - was born as successor to OCS. The company
operates a network of earth stations, switches, submarine cable systems, and value
added service nodes to provide a range of basic and value added services and has a
dedicated work force of about 2000 employees. VSNL's main gateway centers are
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located at Mumbai, New Delhi, Kolkata and Chennai. The international

telecommunication circuits are derived via Intelsat and Inmost satellites and wide
band submarine cable systems e.g. FLAG, SEA-ME-WE-2 and SEA-ME-WE-3.
The company's ADRs are listed on the New York Stock Exchange and its shares
are listed on major Stock Exchanges in India.
The Indian Government owns approximately 26 per cent equity, M/s

Pantone Finevest Limited as investing vehicle of Tata Group owns 45 per cent
equity and the overseas holding (inclusive of FIIs, ADRs, Foreign Banks) is
approximately 13 per cent and the rest is owned by Indian institutions and the
public. The company provides international and Internet services as well as a host
of value-added services. Its revenues have declined from Rs. 70.89 billion ($1.62
billion) in 2001-02 to Rs. 48.12 billion ($1.1 billion) in 2002-03, with voice
revenues being the mainstay. To reverse the falling revenue trend, BSNL has also
started offering domestic long distance services and is launching broadband
services. For this, the company is investing in Tata Telservices and is likely to
acquire Tata Broadband.
VODAFONE:
Vodafone presence in India dates back to late 1992, when they worked with
local partners to establish a company licensed to provide mobile
telecommunications services in Mumbai. Commercial operations began in
November 1995. Between 2000 and March 2004, Vodafone acquired further
operator equity interests or operating licenses.
32

With the completion of the acquisition of BPL Mobile Cellular Limited in

January 2006, it now provides mobile services in 16 of the 23 defined license areas
across the country. Vodafone India has benefited from rapid and profitable growth
in recent years. It had over 17.5 million customers by the end of June 2006.
IDEA:
Indian regional operator IDEA Cellular Ltd. has a new ownership structure
and grand Designs to become a national player, but in doing so is likely to become
a thorn in the side of Reliance Communications Ltd. IDEA operates in eight
telecom “circles,” or regions, in Western India, and has received additional GSM
licenses to expand its Network into three circles in Eastern India -- the first phase
of a major expansion plan that it intends to fund through an IPO, according to
parent company Aditya Birla Group.
An Overview:
India’s telecom sector has experienced a massive upsurge in recent years, in

all respects of industrial growth. From the days of a state monopoly with very
limited growth, it has grown to the current level with a number of private players
driving growth. This change was possible with the economic development that
followed the restructuring of the economy, which made it more open to private and
foreign investment. De-licensing also added an impetus to the fast growth of this
sector. At present the country’s telecom industry has achieved a growth rate of 14
33

per cent. Till 2000, though cellular phone companies were present, fixed landlines
were popular in most parts of the country. With the government of India setting up
the Telecom Regulatory Authority of India, the mobile sector opened up
dramatically.
This article attempts to give readers an overview of the telecom industry.
The Indian telecom sector, like any other industrial sector in the country, has gone
through many phases of growth and diversification. Starting from the telegraphic
and telephonic systems of the 19th century, communication now involves advanced
technologies like GSM, CDMA, WLL and the 3G Technology used in mobile
phones. Both public and private players are investing continuously in this sector,
with the customer being the beneficiary. The Indian telecom sector can be broadly
classified into fixed line telephony and mobile telephony. The major players of the
telecom sector are currently experiencing fierce competition in both the segments.
Major players like BSNL, MTNL and VSNL in the fixed line sector, and
Airtel, Hutch, Idea, Tata and Reliance in the mobile segment, are coming up with
new tariffs and discount schemes to gain the competitive advantage. The public
and private players share the fixed line and the mobile segments, with the public
sector controlling more than 60 per cent of the market. Both fixed line and mobile
segments serve the basic needs of local, long distance and international calls, with
the provision of broadband services in the fixed line segment and GPRS in the
mobile arena. Traditional telephones have been replaced by the cordless and
wireless instruments. Mobile phone providers have also come up with GPRS-
enabled multimedia.
34

Messaging, Internet, surfing and Mobile-commerce. The much-awaited 3G

mobile technology is soon going to enter the Indian Telecom market. The GSM,
CDMA and WLL service providers are all upgrading themselves to provide 3G
mobile services.
Along with an improvement in telecom services, there is also an

improvement in manufacturing. In the beginning, there were only Siemens
handsets in India, but now a whole series of new handsets, such as Nokia’s latest
N-series, Sony Ericsson’s W-series, Motorola’s PDA phones, etc, are widely
available. Touch screen and advanced handsets are gaining popularity. Radio
services have also been incorporated into mobile handsets, along with other
applications like a large memory, multimedia applications, multimedia games,
MP3 players, cameras, etc. The value added services provided by mobile service
operators contribute to more than 10 per cent of the total revenue.
35

CHAPTER-3
THERIOTICAL
BACKGROOUND OF
THE STUDY
36

CHAPTER-3
THEORETICAL BACKGROUND OF THE STUDY
3.1 INTRODUCTIO
The underlying foundation of demand, therefore, is a model of how
consumers behave. The individual consumer has a set of preferences and values
whose determination is outside the realm of economics. They are no doubt
dependent upon culture, education, and individual tastes, among a plethora of other
factors. The measure of these values in this model for a particular good is in terms
of the real opportunity cost to the consumer who purchases and consumes the
good. If an individual purchases a particular good, then the opportunity cost of that
purchase is the forgone goods the consumer could have bought instead. We
develop a model in which we map or graphically derive consumer preferences.
These are measured in terms of the level of satisfaction the consumer obtains from
consuming various combinations or bundles of goods. The consumer’s objective is
to choose the bundle of goods which provides the greatest level of satisfaction as
they the consumer define it. But consumers are very much constrained in their
choices. These constraints are defined by the consumer’s income, and the prices
the consumer pays for the goods.
We will formally present the model of consumer choice. As we go along, we will

establish a vocabulary in order to explain the model. Development of the model
will be in three stages. After a formal statement of the consumer’s objectives, we
will map the consumer’s preferences. Secondly, we present the consumer’s budget
constraint; and lastly, combine the two in order to examine the consumer’s choices
of goods.
37

THE THEORY OF THE CONSUMER
Consumer makes decisions by allocating their scarce income across all

possible goods in order to obtain the greatest satisfaction. Formally, we say that
consumers maximize their utility subject to budget constraint. Utility is defined as
the satisfaction that a consumer derives from the consumption of a good. As noted
above, utility’s determinants are decided by a host of noneconomic factors.
Consumer value is measured in terms of the relative utilities between goods. These
reflect the consumer’s preferences.
Theory of Consumer Preferences
Consumer preferences are defined as the subjective (individual) tastes, as

measured by utility, of various bundles of goods. They permit the consumer to rank
these bundles of goods according to the levels of utility they give the consumer.
Note that preferences are independent of income and prices. Ability to purchase
goods does not determine a consumer’s likes or dislikes. One can have a
preference for Porsches over Fords but only have the financial means to drive a
Ford. These preferences can be modeled and mapped through the use of
indifference curves. In order to graphically portray consumer preferences, we need
to define some terms. First, since we will be working in two dimensions (2-d
graphs), we assume a two good world. These could be any two goods. One
common treatment is to define one good, say food, and let the other good be a
composite of all other goods. For expository simplicity (making things easier for
me), let’s define the two goods as Good X and Good Y.
38

The axes of the graph then measure amounts of Good X on the horizontal, and
amounts of Good Y on the vertical. Each point in this Cartesian space then defines
some combination of goods X and Y. We call these combinations commodity
bundles. The goal of the theory of preferences is for the consumer to be able to
rank these commodity bundles according to the amount of utility obtained from
them. In other words, the consumer has different preferences over the different
combinations of goods defined by the set of commodity bundles. In order to
develop a model we need to make some assumptions about the consumer’s
preferences . There are four assumptions. The first is decisiveness. Here, given any
two commodity bundles in commodity space, the consumer must be able to rank
them. In Figure 1, suppose we randomly chose two commodity bundles A and B.
This assumption means that the consumer must be able to say that they prefer
commodity bundle A over B, or B over A, or that bundles A and B provide the
same level of utility
Communication is the life blood of modern businesses and a part in life

style. Telecommunications industry grown from earth to sky in a short span of time
in the earlier days there was no or less competition because the demand was more
than supply. After globalization the scenario has changed entirely, many players
entered in to the business and privatization came into existence. Whatever the
business may be there is one in common consumer preference. Now-a-days even
they try to delight the customers. This plays a very vital role because one satisfied
customer will bring many other customers. In the present media world one can take
up many promotional methods. For any brand a satisfied customer is the best
ambassador because of the trust factor. Customers will tend to believe in those
39

words of people whom they know than that of third person in the name of brand
ambassador.
This project deals with the service industry. Servicing in India is found to
have a continuous growth in the past. That also divided as organized and
unorganized, in the past market was filled with the unorganized services. But now
the emergence of organized services benefits the customer than ever before. To
have a better understanding a detailed description is given.
Service industry is found to have continuous growth in the past Due to the
growing competition; a service company needs to undertake many steps to remain
in the industry and being profitable. One of such measures is that conducting a
survey to understand the consumer preference. It helps the service to identify the
strengths and weaknesses of the outlet from the customers’ perspective. This study
aims to reveal the consumer preference towards the services offered by various
mobile connections and also the buyer behavior.
This study is to mainly focus on different attributes that contribute to the

consumer preference and to provide suggestions to improve the quality of service
been rendered and to focus on building market share.
40

CHAPTER-4
DATA ANALYSIS
&
INTERPRETATION
41

This section deals with the analysis of effectiveness of Customer

Relationship management survey of Vodafone post paid connection.
 Source through which customer came to know about Vodafone.
 Why customers prefer Vodafone?
 Does Vodafone postpaid have problems?
 After sales service.
 Proportion of loyal customers.
 Customers ready to recommend Vodafone.
 Service encounters giving to the customer.
 Quality of service offered
42

Table 1:
SOURCES THROUGH WHICH CUSTOMER CAME TO KNOW ABOUT

VODAFONE
Sources Total in Nos. Total in %
Friends & Relatives 70 70
Advertisement 10 10
Sales executives 12 12
80
70
60
50
40
30
20
10
0
Friends & Advertisement Sales
Relatives executives
Total in Nos. Total in %
INTERPRETATION: Most of the customers are getting information about

VODAFONE from Friends and Relatives. Good word of mouth is playing an
important role in creating awareness about the VODAFONE among the customer.
43

Table 2:
WHY CUSTOMERS PREFER VODAFONE POST PAID
Parameters Total in Nos. Total in %
Quality 45 45
Premium Brand 25 25
service 10 10
Low Call Rate 20 20
20%
45%
10%
25%
Quality Premium Brand service Low Call Rate
INTERPRETATION: From the above table we can say that the Quality of the
service provided by VODAFONE is good and due it this most of the customers are
getting attracted towards it.
44

Table 3:
DOES VODAFONE POST PAID HAVE PROBLEMS?
Opinion Total in Nos. Total in %
Yes 20 20
No 80 80
20%
Yes
No
80%
INTERPRETATION: From the above chart we can say that there is no problem
in the post paid connection provided by the VODAFONE. And most of the
customers are happy with the Post paid connection.
45

Table 4:
CO-ORDINATION FROM THE RESPONDENTS
Particulars Total in Nos. Total in %
Excellent 55 55
Good 40 40
Average 5 5
Poor 0 0
Co ordination from the project team
60
50
40
In % 30
Total in %
20
10
0
Excellent Good Average Poor
Openion
INTERPRETATION:
From the above chart we can say that the data interpreted is accurate as the
respondents have answered for the questions.
46

Table 5:
AFTER SALES SERVICE
Particulars Total in Nos. Total in %
Excellent 50 50
Good 35 35
Average 10 10
Poor 5 5
60
50
40
30
20
10
0
1 2 3 4 5
Opinion Total in Nos. Total in %
INTERPRETATION:
From the above chart we can say that the most of the customers are
happy with the service provided by the VODAFONE and this one of the positive
point for the company to attract more and more customers.
47

Table 6:
PROPORTION OF HAVING ROYAL CUSTOMERS IN THE FUTURE
Future Users Total in Nos. Total in %
Yes 93 93
No 7 7
Proportion of loyal customers

7%
Yes
No
93%
INTERPRETATION:
From the above table we can say that, the customers have good
perception about the VODAFONE. And there is more chance for the VODAFONE
to have the loyal customer base in nearer future, which intern will lead the
VODAFONE to generate profit for long term.
48

Table 7:
CUSTOMER READY TO RECOMMEND VODAFONE
Ready to recommend Total in Nos. Total in %
Yes 95 95
No 5 5
Total in Nos.
Yes No
INTERPRETATION:
From the above chart we can say that most of the customers are satisfied
with the VODAFONE post paid and they are going continue the service of the
VODAFONE. And they are ready to recommend for their friends, relatives and
colleagues etc.
49

Table 8:
POST PURCHASE EVALUATION
Post purchase evaluation Total in Nos. Total in %
Satisfied 90 90
Average 5 5
Not satisfied 5 5
Post purchase evaluation
90
80
70
60
50
In %
40
Total in %
30
20
10
0
Satisfied Average Not satisfied
Openion
INTERPRETATION: From the above chart we can say that most of the
customers are satisfied with the Quality of service rendered by VODAFONE and
due to that there is more chance that the customer may spread good mouth
publicity among the people.
50

Table 9:
FACTORS WHICH DIFFERENTIATE VODAFONE FROM OTHER BRANDS
Factors Total in Nos. Total in %
Quality 30 30
Service Offered 15 15
Brand Image 10 10
Price 15 15
Total in Nos.
Total in % 30
25
20
15
10
5
0
Quality Brand
Image
INTERPRETATION: From the above chart we can say that most of the
customers are satisfied with the Quality of the service rendered by the
VODAFONE and which is the most influencing factor to attract the customer from
the competitors in this cut throat competition.
51

Table 10:
TIME TAKEN TO SOLVE THE CUSTOMER PROBLEM
Time taken Total in Nos. Total in %
Within 24 hours 60 60
24-48 Hours 20 20
42-72 hours 15 15
Above 72 Hours 5 5
Responded timing when the problem has

occured
5%
15%
Within 24 hours
24-48 Hours
42-72 hours
20% Above 72 Hours
60%
INTERPRETATION:
From the above chart we can say that most of the customer’s problems are
solved within one business day i.e. 24 hours.
52

Table 11:
THE SATISFACTION LEVEL TOWARDS THE NETWORK COVERAGE
Satisfaction Level Total in Nos. Total in %
High 25 25%
Medium 35 35%
Low 40 40%
Satisfaction towards the network coverage
High, 25%
Low, 40%
Medium , 35%
INTERPRETATION: From the above chart e can say that most of the customers
are not satisfied with the network coverage of the HUTCH.
53

CHAPTER-5
FINDING
SUGGESTIONS &
CONCLUSION
54

CHAPTER-5
FINDING, SUGGESTIONS AND CONCLUSION
5.1 FINDINGS:
According to the survey conducted the following findings were made,
 Promotional activities play a vital role in the sales of a product

 Co-ordination from the respondent was very good
 VODAFONE has a high proportion of loyal customers due to Quality of the
service rendered
 Most of the customers are ready to recommend VODAFONE, because of
best quality of service
 Most of the customers are satisfied after getting connection of VODAFONE
 Network of VODAFONE is covering only the urban cities.
55

5.2 SUGGESTIONS:
Most of the respondents are satisfied with the services provided by

Vodafone Prepaid mobile User steps to be taken to make the customers more
satisfied. Most of the customers are not aware of the phone plus facility, steps to be
taken to create awareness about these facilities .It is inferred that most of the
respondents are not much satisfied with the features of the phone provided by
Vodafone Prepaid mobile User when compare to other private landline providers,
significant weight age should be given by the Vodafone Prepaid mobile User Few
of the respondents are satisfied with call connectivity. It is suggested to the
company to give importance to that and make the entire customer to be satisfied.
 It should increase its network coverage to attract the more customers.

 Reduction in the call rates of post paid will increase the customers.
 Extension in the duration of the offers provided with the post paid may
attract more customers.
 Adoption of more sales promotional activities will help to serve large
customer base which interns will increase the number of loyal customers.
56

5.4 CONCLUSION:
From the study the influence of Demographic variable in the level of

satisfaction yielded by the user as well as the Behavioral pattern of the user is
analyzed in this study. It is identified that the service provided by Vodafone
Prepaid mobile User is at satisfactory level to the respondent’s .But most of the
respondents are not satisfied with the features of the phone. Vodafone Prepaid
mobile User should focus on the promotional measures as equal to the private
service providers to enhance their service activity to satisfy their customers .
For the above study I conclude that VODAFONE is one of the leading
companies in the Telecommunication industry. The Quality of the service provided
by the VODAFONE is acting as most attracting point to attracting the customers.
Due to the good Quality of service most of the customers are willing to continue
with the connection of VODAFONE and due to the increase in the number of
satisfied customer is helping to increase the sales of the connections. And the most
point of attracting to the customer is through the good word of mouth publicity.
So, due to the Quality of the service of the VODAFONE, most of the
customers prefer the VODAFONE post paid.
57

BIBILIOGRAPHY
58

BIBILOGRAPHY
1. BOOKS:
NAME OF THE
SL NO NAME OF THE BOOKS
AUTHOR
1. Principles of Marketing Philip Kotler
Prabhat K Pankaj.
(published by deep and
Modern Banking deep publications, New
2.
Delhi)
Sadashiv Halasagi
(published by
3. Siddalingeshwara
Financial services
prakashan)
B.S.Raman
(United publishers
4.
Banking theory and practice Mangalore)
59

Website:
1. www.vodafone.co.in
2. www.serveycouncil.co.in
3. www.google.co.in
4. www.icfai.com
5. The textbook on Marketing Management, ICFAI UNIVERSITY
6. The textbook on Quantitative Methods, ICFAI UNIVERSITY
60

ANNEXURIE
61

ANNEXURIE
QUESTIONNARIE
Dear sir/Madam
I am student of the Government Degree College and PG Centre, Maski

pursuing M.Com 4th sem doing work entitled “customer preference towards
VODAFONE in Maski city”. Request you to spend your valuable time to answer
all these questions, which will help for our assigned task. All information given by
you will be treated confidential and will be used only for academic purpose. Your
response could be helpful in making this research a success.
Name:
Age:
Sex: Male ( ) Female ( )
Designation: _________________________________________________
Address:
Mobile:
Email Id:
62

PART - I
1. Name: ………………………………………………….
2. Age (in years)
Below 20 ( ) 20 – 30 ( )
3 0 - 40 ( ) 40 - 50 ( )
50 Years & above ( )
3. Gender
Male ( ) Female ( )
4. Educational Profile
Up to School level ( ) Up to H.S ( )
Graduates ( ) Post Graduate ( )
63

5. Which connection you are having at present?
1. Idea ( ) Vodafone ( ) Airtel ( ) Tata Docomo ( )

i. BSNL ( ) Aircel ( )
6. If IDEA how long years the customer using same connection?
ii. (0 – 3) (3 – 6) (6 & Above)
7. How do you think of IDEA Network or Connection?
iii. (Excellent) (Very Good) (Good) (Acceptable)
8. IDEA is best for-------------?
iv. (Network) (Offer) (Cost)
64

9. Are you satisfied with IDEA connection?
1. Yes ( ) No ( )
10. Your suggestion to the IDEA Company
b. ------------------------------------------------------------------------------------
------------------------------------------------------------------------------------
------------------------------------------------------------------------------------
--------------------------------------------
65

THANK YOU
66

Vodafone Customer Satisfaction

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A study on customer Satisfaction towards Vodafone Dealer in Maski

DEVANAMPRIYA ASHOKA G.F.G COLLEGE (U.G & PG) MASKI-584124

Vodafone is the brand name of Vodafone. It established its presence in

It now has operation in 16 circles accounting for 70% of India’s mobile

Vodafone Telecom is a part of the multinational conglomerate. Vodafone

DEVANAMPRIYA ASHOKA G.F.G COLLEGE (U.G & PG) MASKI-584124

Vodafone Ltd (VODAFONE) India , Cellular limited(India, and Reliance India

1.1 STATEMENT OF THE PROBLEM :

Cellular mobile phone communication is a tool for the beneficial use of

DEVANAMPRIYA ASHOKA G.F.G COLLEGE (U.G & PG) MASKI-584124

Following are the Objectives of the executive Training undertaken:

 To understand the customer needs and satisfaction.

 To know the feedback of the customer.

 To know satisfaction level of customers with VODAFONE Product.

 To know Market share of the VODAFONE

1.3 SCOPE AND IMPORTANCE OF THE STUDY:

As market growth slows on as market becomes more competitive,

DEVANAMPRIYA ASHOKA G.F.G COLLEGE (U.G & PG) MASKI-584124

focussing on retaining existing customers. Customer retention has been advocated

DEVANAMPRIYA ASHOKA G.F.G COLLEGE (U.G & PG) MASKI-584124

1.4 RESEARCH METHODOLOGY :

 Sources of Data Collection.

The primary data is collection through has collected through approaching

2. VODAFONE.in official website

DEVANAMPRIYA ASHOKA G.F.G COLLEGE (U.G & PG) MASKI-584124

1.5 LIMITATIONS OF THE STUDY :

 This study is limited to the Maski city only

DEVANAMPRIYA ASHOKA G.F.G COLLEGE (U.G & PG) MASKI-584124

1.6 OVER VIEW OF THE CHAPTERS :

THIS STUDY IS DIVIDED INTO FIVE CHAPTERS.

CHAPTER 1: RESEARCH DESIGN

statements of problem, objectives of the study, and limitations of the study,

methodology and chapter scheme.

CHAPTER 2: COMPANY PROFILE

i.e VODAFONE MASKI CITY ONLY.

CHAPTER 3: Theoretical back ground of the study

This chapter includes Theoretical back ground of CUSTOMER

DEVANAMPRIYA ASHOKA G.F.G COLLEGE (U.G & PG) MASKI-584124

CHAPTER 4: Analysis & Interpretation

most important part of the project report.

CHAPTER 5: Findings & Suggestions

DEVANAMPRIYA ASHOKA G.F.G COLLEGE (U.G & PG) MASKI-584124

DEVANAMPRIYA ASHOKA G.F.G COLLEGE (U.G & PG) MASKI-584124

Vodafone established its presence in India in 1994 by acquiring the cellular

DEVANAMPRIYA ASHOKA G.F.G COLLEGE (U.G & PG) MASKI-584124

VODAFONE Telecom is a part of the multinational conglomerate -

Today it is world of tough Competition, it is true for the companies and

Cellular marketing emerging because of the quick, economic, easy

 India is the fourth largest telecom market in Asia.

DEVANAMPRIYA ASHOKA G.F.G COLLEGE (U.G & PG) MASKI-584124

HISTORY OF VODAFONE COMPANY:

Hutchison Max Telecom Ltd. (HMTL), a joint venture between Hutchison

HMTL rebranded "Max Touch" as Orange from 14 February 2000. France

HMTL was renamed Hutchison Essar Limited (HEL) in August 2005. In

DEVANAMPRIYA ASHOKA G.F.G COLLEGE (U.G & PG) MASKI-584124

interests in six mobile telecommunications operators providing service in 13 of

DEVANAMPRIYA ASHOKA G.F.G COLLEGE (U.G & PG) MASKI-584124

A 'You and I' print advertisement of Hutch featuring Cheeka (dog)

DEVANAMPRIYA ASHOKA G.F.G COLLEGE (U.G & PG) MASKI-584124

Vodafone purchases Essar's stake:

Vodafone-Hutchison tax case:

DEVANAMPRIYA ASHOKA G.F.G COLLEGE (U.G & PG) MASKI-584124

In January 2012, the Indian Supreme Court passed the judgment in