Comparative Analysis Of Customer Satisfaction


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“COMPARATIVE ANALYSIS OF CUSTOMER SATISFACTION OF RELIANCE JIO AND AIRTEL” PROJECT REPORT submitted to UNIVERSITY OF CALICUT
In partial fulfilment of the requirement for the award of the degree of BACHELOR OF COMMERCE Submitted by NAVEEN VISWANATH (CCASBCM076) Under the supervision of Ms. ALAGRA ANTONY
DEPARTMENT OF COMMERCE CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA
MARCH 2021

CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA UNIVERSITY OF CALICUT

DEPARTMENT OF COMMERCE
CERTIFICATE
This is to certify that the project report entitled “COMPARATIVE ANALYSIS OF CUSTOMER SATISFACTION OF RELIANCE JIO AND AIRTEL” is a bonafide record of project done by NAVEEN VISWANATH, Reg. No CCASBCM076 under my guidance and supervision in partial fulfilment of the requirement for the award of the degree of BACHELOR OF COMMERCE and it has not previously formed the basis for any Degree, Diploma and Associateship or Fellowship.

PROF. K. J. JOSEPH Co-ordinator

Ms. ALAGRA ANTONY Project Guide

DECLARATION
I, NAVEEN VISWANATH, hereby declare that the project work entitled “COMPARATIVE ANALYSIS OF CUSTOMER SATISFACTION OF RELIANCE JIO AND AIRTEL” is a record of independent and bonafide project work carried out by me under the supervision and guidance of Ms. ALAGRA ANTONY, Assistant Professor, Department of Commerce, Christ College, Irinjalakuda.
The information and data given in the report is authentic to the best of my knowledge. The report has not been previously submitted for the award of any Degree, Diploma, Associateship or other similar title of any other university or institute.

Place: Irinjalakuda Date:

NAVEEN VISWANATH CCASBCM076

ACKNOWLEDGEMENT
I would like to take the opportunity to express my sincere gratitude to all people who have helped me with sound advice and able guidance. Above all, I express my eternal gratitude to the Lord Almighty under whose divine guidance; I have been able to complete this work successfully. I would like to express my sincere gratitude to Rev. Dr. Jolly Andrews, Principal-in-Charge, Christ college Irinjalakuda for providing various facilities. I am thankful to Prof. K J JOSEPH, Co-ordinator of B.Com (Finance), for providing proper help and encouragement in the preparation of this report. I am thankful to Ms. PRASSY VISWAMBHARAN, Class teacher for her cordial support, valuable information and guidance, which helped me in completing this task through various stages.
I express my sincere gratitude to Ms. ALAGRA ANTONY, Assistant Professor, whose guidance and support throughout the training period helped me to complete this work successfully. I would like to express my gratitude to all the faculties of the Department for their interest and cooperation in this regard. I extend my hearty gratitude to the librarian and other library staffs of my college for their wholehearted cooperation. I express my sincere thanks to my friends and family for their support in completing this report successfully.

TABLE OF CONTENTS

CHAPTER NO.

CONTENTS LIST OF TABLES

PAGE NO:

LIST OF FIGURES

CHAPTER 1

INTRODUCTION

1 – 4

CHAPTER 2

REVIEW OF LITERATURE

5 – 11

CHAPTER 3 CHAPTER 4

INDUSTRY AND COMPANY PROFILE
DATA ANALYSIS AND INTERPRETATION

12 – 22 23 – 37

CHAPTER 5

FINDINGS, SUGGESTIONS AND CONCLUSION
BIBLIOGRAPHY

38 – 39

ANNEXURE

TABLE NO:

LIST OF TABLES TITLE

4.1 Table showing gender classification of respondents
4.2 Table showing first time users of Airtel & Jio

PAGE NO:
23
24

4.3 Table showing usage duration of Airtel & Jio

25

4.4 Table showing users of prepaid & post-paid

26

services

4.5 Table showing source of information for

27

purchase

4.6 Table showing features that influenced buying

28

decision

4.7 Table showing most availed services of users

29

4.8 Table showing users awareness about value

30

added services

4.9 Table showing average monthly recharge

31

expenditure of users

4.10 Table showing distribution of users availing

32

customer care services

4.11 Table showing reasons for availing customer

33

care services

4.12 Table showing problems faced by customers

34

4.13 Table showing levels of satisfaction of

35

customers

4.14 Table showing overall level of satisfaction of

36

customers

4.15 Table showing chance of suggestion of Airtel/Jio

37

to friends

FIGURE NO:

LIST OF CHARTS TITLE

PAGE NO:

4.1

Chart showing gender classification of

23

respondents

4.2

Chart showing first time users of Airtel & Jio

24

4.3

Chart showing usage duration of Airtel & Jio

25

4.4

Chart showing users of prepaid & post-paid

26

services

4.5

Chart showing source of information for

27

purchase

4.6

Chart showing features that influenced

28

buying decision

4.7

Chart showing most availed services of users

29

4.8

Chart showing users awareness about value

30

added services

4.9

Chart showing average monthly recharge

31

expenditure of users

4.10

Chart showing distribution of users availing

32

customer care services

4.11

Chart showing reasons for availing customer

33

care services

4.12

34

Chart showing problems faced by customers

4.13

Chart showing levels of satisfaction of

35

customers

4.14

Chart showing overall level of satisfaction of

36

customers

4.15

Chart showing chance of suggestion of

37

Airtel/Jio to friends

CHAPTER 1 INTRODUCTION

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Comparative Analysis Of Customer Satisfaction