LIST OF TABLES. Page Title No.

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1 LIST OF TABLES Table 1.1 Growth in Total Subscriber Base of Telecom Industry Growth in Tele-density Top 10 Countries with the number of Mobile Phone Subscribers World Wide Market Share of Mobile Phones Growth Trends in Mobile Services Circle-wise Subscribers in India during Growth of Mobile Phone Subscribers in Tamil Nadu Quality of Service Performance of Wireless Service Providers Growth Trend of Public Sector Mobile Services Market Share of Public Players in Mobile Services Growth Trend of Private Sector Mobile Services Market Share of Private Players in Mobile Services Growth Trend of GSM and CDMA Subscriber Base Subscriber Base for CDMA Wireless Operators Market Share of CDMA Operators Subscriber Base for GSM Wireless Operators Market Share of GSM Operators 82 I. Personal Variables and Overall details of Mobile Phone Service Provider users and Overall Satisfaction: 4.1 Age of the Mobile Phone Service Provider Users Sex of the Mobile Phone Service Provider Users Educational Qualification of the Mobile Phone Service Provider 88 Users 4.4 Occupational Status of the Mobile Phone Service Provider Users Family Income of the Mobile Phone Service Provider Users Current Mobile Phone Service Provider 94

2 4.7 First Mobile Phone Service Provider of Mobile Phone Service Providers in the Past Reasons for change in First Mobile Phone Service Provider Period of usage of Mobile Phones Personal Variable and Mean Score Tests of Equality of Group Means Univariate ANOVAs Percentage of correct classification by using Discriminant Function The Relative Importance of Ratios in Discriminating between the groups Need for a Mobile ANOVA Need for a Mobile Factors Influenced to Select the Particular Mobile Phone Service Provider II. Schemes offered by Mobile Phone Service Providers: Types of Scheme Monthly Expenses on Mobile Phones Regression Analysis for Monthly Expenses on Mobile Phones ANOVA - Regression Analysis for Monthly Expenses on Mobile Phones Prepaid Services Opted by the Mobile Phone Service Provider Users Postpaid Services Opted by the Mobile Phone Service Provider Users Switch over from the Schemes Switch over the Types of Schemes Reasons for Migrate Prepaid to Postpaid Reasons for Migrate Postpaid to Prepaid 118

3 III. Services offered by Mobile Phone Service Providers: A. Billing Services: 4.25 Mode of Payment on Mobile Phone 119 B. Network Services: 4.26 Rating of Current Network Services 120 C. Value Added Services: 4.27 Usage of Value Added Services Awareness of Value Added Services Factor Analysis on Value Added Services Clustering of Value Added Services into factors ANOVA Awareness Level of Value Added Services 125 Chi-Square Test - Personal Variables and Level of Awareness on Value Added Services 4.32 Age and Level of Awareness Sex and Level of Awareness Educational Qualification and Level of Awareness Occupation and Level of Awareness Family Income and Level of Awareness 130 D. Customer Care Services: 4.37 Mobile Phone Service Provider users Contact with Customer 131 Care Services 4.38 Frequency of calling with Customer Care Services Reasons for calling Customer Care Services Level of Satisfaction about Customer Care Services 134 IV. User s Level of Satisfaction: A. Prepaid Billing Services : 4.41 Level of Satisfaction about Prepaid Billing Services ANOVA - Level of Satisfaction about Prepaid Billing Services 137

4 Chi-Square Test Personal Variables and Level of Satisfaction about Prepaid Billing Services: 4.43 Age and Level of Satisfaction Sex and Level of Satisfaction Educational Qualification and Level of Satisfaction Occupation and Level of Satisfaction Family Income and Level of Satisfaction 142 B. Postpaid Billing Services : 4.48 Level of Satisfaction about Postpaid Billing Services ANOVA - Level of Satisfaction about Postpaid Billing Services 144 Chi-Square Test Personal Variables and Level of Satisfaction about Postpaid Billing Services: 4.50 Age and Level of Satisfaction Sex and Level of Satisfaction Educational Qualification and Level of Satisfaction Occupation and Level of Satisfaction Family Income and Level of Satisfaction 149 C. Network Services : 4.55 Level of Satisfaction about Network Services ANOVA - Level of Satisfaction about Network Services 151 Chi-Square Test Personal Variables and Level of Satisfaction about Network Services : 4.57 Age and Level of Satisfaction Sex and Level of Satisfaction Educational Qualification and Level of Satisfaction Occupation and Level of Satisfaction Family Income and Level of Satisfaction 156 D. Value Added Services : 4.62 Level of Satisfaction about Value Added Services ANOVA - Level of Satisfaction about Value Added Services 158

5 Chi-Square Test Personal Variables and Level of Satisfaction about Value Added Services : 4.64 Age and Level of Satisfaction Sex and Level of Satisfaction Educational Qualification and Level of Satisfaction Occupation and Level of Satisfaction Family Income and Level of Satisfaction 163 V. Problems Faced by Mobile Phone Service Provider Users: 4.69 Prepaid Billing Services Postpaid Billing Services Network Services Value Added Services Customer Care Services 168 Overall Various Services Satisfaction on Mobile Phone VI. Service Provider Users and Overall Satisfaction among the Mobile Phone Service Providers: A. Personal Variables and Overall Satisfaction on Prepaid Billing Services: 4.74 Age and Overall Satisfaction ANOVA - Age and Overall Satisfaction Sex and Overall Satisfaction ANOVA - Sex and Overall Satisfaction Educational Qualification and Overall Satisfaction ANOVA - Educational Qualification and Overall Satisfaction Occupation and Overall Satisfaction ANOVA - Occupation and Overall Satisfaction Family Income and Overall Satisfaction ANOVA - Family Income and Overall Satisfaction 173

6 B. Personal Variables and Overall Satisfaction on Postpaid Billing Services: 4.84 Age and Overall Satisfaction ANOVA - Age and Overall Satisfaction Sex and Overall Satisfaction ANOVA - Sex and Overall Satisfaction Educational Qualification and Overall Satisfaction ANOVA - Educational Qualification and Overall Satisfaction Occupation and Overall Satisfaction ANOVA - Occupation and Overall Satisfaction Family Income and Overall Satisfaction ANOVA - Family Income and Overall Satisfaction 178 C. Personal Variables and Overall Satisfaction on Network Services: 4.94 Age and Overall Satisfaction ANOVA - Age and Overall Satisfaction Sex and Overall Satisfaction ANOVA - Sex and Overall Satisfaction Educational Qualification and Overall Satisfaction ANOVA - Educational Qualification and Overall Satisfaction Occupation and Overall Satisfaction ANOVA - Occupation and Overall Satisfaction Family Income and Overall Satisfaction ANOVA - Family Income and Overall Satisfaction 183 D. Personal Variables and Overall Satisfaction on Value Added Services: Age and Overall Satisfaction ANOVA - Age and Overall Satisfaction Sex and Overall Satisfaction 185

7 4.107 ANOVA - Sex and Overall Satisfaction Educational Qualification and Overall Satisfaction ANOVA - Educational Qualification and Overall Satisfaction Occupation and Overall Satisfaction ANOVA - Occupation and Overall Satisfaction Family Income and Overall Satisfaction ANOVA - Family Income and Overall Satisfaction 188 Overall Satisfaction among the Mobile Phone Service Providers: Overall Satisfaction on Mobile Phone Service Providers ANOVA - Overall Satisfaction on Mobile Phone Service Providers 189

8 LIST OF EXHIBITS Exhibit 4.1 Sex of the Mobile Phone Service Provider Users Educational Qualification of the Mobile Phone Service Provider Users Occupational Status of the Mobile Phone Service Provider Users Family Income of the Mobile Phone Service Provider Users Current Mobile Phone Service Provider Types of Scheme 109