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BRM Synopsis Presentation

This document presents a research study on brand switching in the telecom industry. It discusses how customers frequently switch between telecom brands due to intense competition. The study aims to determine factors influencing customer switching and examine problems faced by users. A questionnaire is provided to survey customers about their telecom usage patterns, satisfaction levels, and likelihood of switching brands. Key factors investigated include price, network quality, bundled services, and customer problems. The goal is to better understand brand switching behavior in the telecom sector.

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Neena Tomy
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218 views

BRM Synopsis Presentation

This document presents a research study on brand switching in the telecom industry. It discusses how customers frequently switch between telecom brands due to intense competition. The study aims to determine factors influencing customer switching and examine problems faced by users. A questionnaire is provided to survey customers about their telecom usage patterns, satisfaction levels, and likelihood of switching brands. Key factors investigated include price, network quality, bundled services, and customer problems. The goal is to better understand brand switching behavior in the telecom sector.

Uploaded by

Neena Tomy
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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BUSINESS RESEARCH METHODS

-SYNOPSIS PRESENTATION

PRESENTED BY
GROUP 4
JOE
IRENE
CISLA
MANEESHA
NEENA
EXECUTIVE SUMMARY

 Customers have very important place for the companies. Market conditions have become very
competitive and companies are trying to capture share of each other. Due to intense competition
in telecommunication industry customers of this industry frequently switch over from one brand
to another.

 Brand switching behaviour of customers differs in different industries. Some industries are
characterized by high brand switching rates while others show low rates of brand switching.
Telecom industry is one of the industries which possess high rates of brand switching .This is
mainly due to the intense competition in the Telecom industry.
 Telecom industry is characterized by its high growth. It has been forecasted that the number of
mobile subscribers will reach at 5 billion in the next five years which was 4 billion by the end of
2011. Telecom industry has 3% contribution in the total GDP of the world.

 This research is going to investigate brand switching phenomenon in perspective of Telecom


industry. This report includes survey of 25 questionnaires. From this we can make an attempt to
generalize the result to the whole universe. We have taken survey of 50 people including Men
and Women.
PROBLEM STATEMENT

 The fundamental problem in predicting the customer choices is in the customer


choices is in the fact that brand switching decisions of the customers are solely
made on the bases of several different criteria simultaneously which includes
factors like brand image, feature , network quality, prices etc. Thus the frequent
switching behaviour of customers has compelled to review such factors that
affect telecom industry.
Research objective
• to determine the factors that influence the customers to switch from their particular service
providers to others
 to access the problems generally faced by the service users and their satisfaction towards the
different cell phone service providers.
 To examine the factors that prevent the brand switching
scope of the study

 The scope of this study is limited to the major players of Telecom industry.
 The scope of this study is to examine the underlying factors that led to the customer switching
behavior. The Purpose of this study is to know the customer satisfaction for these various
telecom service providers.
 The leading switching behavior of customers in telecom industry is a question of study to
analyze the factors influencing their switching behavior and how important they perceive these
various factors.
QUESTIONNAIRE

 Name -
 Gender-
 Age -

1. For how long you have been using a cell phone?


a) 1-3 years
b) 3-5 years
c) 5-7 years
d) More than 9 years
2. In what price range did your cell phone falls?
e) Below 5000
f) 5001-10000
C) 10001- 20000
d) Above 20000
3.Why did you choose this brand over others?
a) Price competitiveness
b) Better features
c) Have been waiting for this brand from long
d) Online/Print media advertisements
4.What brand of phone did you previously own?
e) This is my first cell phone
f) Nokia
g) Sony
h) Other ( please specify)
5. How often do you change ?
a) 0-6 months
b) 6 months – 1 year
c) 1-2 years
d) 2 + years
6. Are you ready to switch over any other brand in future or would yoy like to stay
with the same
e) Yes I would change
f) No, would prefer going with the same
g) Don’t know
7. Would you prefer a service bundled with your phone when you buy it?
h) Yes
i) No
c) Depends on the plan offered
d) NA
8. What would attract you to a brand inspite of it being new to the market?
a) Strong price advantage
b) An established brand name in any other industry
c) Heavy Promotion/ Advertising
d) Bundled with service
9. What size of handset would you prefer?
e) Flip phone
f) Slide phone
c) Bar phone
d) Touch phone
10. What size of handset would you prefer?
a) Small
b) Medium
c) Large
11. Are you aware of the operating system of your phone?
d) Yes
e) No
12. If yes, which of the following is it?
f) Symbian
g) Apple
C) BB
d) Android
e) NA
13. Have you heard about Mobile Number Portability?
a) Yes
b) No
14. Did you use this service?
c) Yes
d) No
15. Which network switch you opted for?
e) Current network
f) Previous network
c) NA
16. Do you use Internet services on your cell phone?
a) Yes
b) No
c) NA
17. Are you aware of 3G and 4G services?
d) Yes
e) No
18. How much do you spend on the internet package on your phone?
f) Below 100
g) 100-300
h) 300-500
i) Above 500
19.What type of connection do you have?
a) Prepaid
b) Post paid
20. How much do you spend/month on your phone?
c) Below 200
d) 200- 400
e) 400- 600
f) Above 600
21. Do you use a second mobile phone?
g) Yes
h) No
21. For what purpose do you use a second mobile phone?
a) For business purpose
b) For same purpose/ features
22.What would you describe as the main limitation of using internet on your mobile phone?
c) It is vey slow
d) The website do not look as good on mobile
e) It is expensive
f) Line dropouts
23.How often do you experience call dropouts and network related issues?
g) Everyday
h) In 3- 4 days
c) Weekly
d) Monthly
24. Did you face problem of certain services which activated automatically and deducted balance
without your consent?
a) Frequntly
b) Sometimes
c) Seldom
d) Never
25. What is your expenditure on telecom service per month?
e) <200
f) 200-700
g) 700-1000
h) >1000

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