RESEARCH REPORT

MOBILINK (JAZZ) CONSUMER COMPLAINTS

Submitted to: Mr. Mansoob Ur Rehman

SUBMITTED BY:

MUHAMMAD YASIR SIDDIQUI SYED SHAMOON HAIDER MUHAMMAD SHOAIB MURAD SULAIMAN NOOR-US-SABA MALIK MAQSOOD

TITLE OF PROJECT:

MOBILINK (JAZZ) CONSUMER COMPLAINTS

PROGRAM:

MBA

SUBJECT:

METHOD OF BUSINESS RESEARCH

INSTRUCTOR:

MR. MANSOOB UR REHMAN

ACKNOWLEDGEMENT

The report, on methods of business research, for the CONSUMER COMPLAINTS has been developed by the cooperation of many people to whom we are warmly thankful. We truly acknowledge that without the support of some referrals we would totally be unable to complete the same within such time period. Our friends, our teacher, our colleagues and even our family members helped us to accomplish the term report which could be unable to complete within the given time period if, the same support wont be gotten by us. We are honorably, respectfully and by our soles, thankful to our respected teacher namely Mansoob Ur Rehman for being such a wonderful and devoted teacher Who provide us the opportunity to cope with the challenges of the daily life, make us able to fight for our right, make us understand the value of time and Who make us understand the meaning of hardworking with the factor of success.

Dedicated to,

Our

family, university & country

TIME IS MONEY AND MONEY IS EVERYTHING

Executive Summary
Pakistan Mobile Communications Limited (Mobilink), a subsidiary of Orascom Telecom, started its operations in 1994, and has become the market leader both in terms of growth as well as having the largest customer subscriber base in Pakistan - a base of over 28 million and growing. As a telecom service provider company, Mobilink Jazz is considered as tycoon among all Telecom products being pioneer in this industry. With few differentiable attributes from direct competitors, no significant value-added benefit over economize service charges seen in comparison of its other direct business rivals. Despite of its huge brand name and coverage, economize charges and network connectivity/failure is always a dilemma for Jazz in contrast of its competitors. During this research lots of areas highlighted that cause for declining trend in service of Jazz from network failure to economize charges to more variation in offered packages, this research conclude the findings and remedies from variety of consumers preferences and trends.

History of Mobilink
Pakistan Mobile Communications Limited, better known as Mobilink GSM, is a telecommunication service provider in Pakistan. According to PTA statistics, Mobilink has 29.55 million customers by July 2009. Mobilink's Head office is located in Mobilink House, 1 A Kohistan Road, and F-8 Markaz Islamabad. Mobilink started operations in 1994 as the first GSM cellular Mobile service in Pakistan by MOTOROLA Inc.,[citation needed] later it was sold to Orascom, an Egypt-based multinational company. Mobilink is the largest cellular service provider in Pakistan. Mobilink's corporate postpaid package is sold under the brand name "Indigo" and prepaid by the name of "Jazz". In addition to cellular service, the Orascomm group is diversifying its service portfolio by setting up new businesses and also expanding through acquisitions. Recently, they started offering DSL broadband through a wholly owned subsidiary, Link.Net. Company is in place for launch of wireless broadband service through WiMax based technology. With a soft launch on 1 July 2008, Mobilink is now the second WIMAX internet service provider in Pakistan. Currently providing services only in Karachi. WiMax services will be sold under the brand name "Mobilink Infinity". Technology is backed by Alcatel, and company is using ZYXEL Customer Premises equipment. In addition to Mobilink, the Orascom group also owns TWA (Trans World Associates) which operates an undersea fiber optic cable from Karachi to Fujairah, UAE.

Introduction
To widen and enhance Jazz services area and competencies to deal with its direct competitor and to retain and attract consumers this research is conducted to find out the causes, symptoms and grounds where improvement is required. During last ten years heavy and healthy competition was recorded in this industry leading towards changing consumers needs and demands which create tough rivalry among telecom service providers. The research mainly covers the areas to find out the reason for declining trend in the services provided by Mobilink Jazz.

Research Objective
In current scenario of Pakistan, Telecom sector growing rapidly with millions of consumers nationwide with their changing needs and demands. The deregulation of Pakistan's telecom industry is fast gaining momentum with dozens more communications providers and millions of customers entering both the fixed line and mobile markets as a result more competition leads telecom services provider to enhance and develop weak areas in their services side. Our research objective is to find out the basic cause which is responsible to generate the problems in the services of Mobilink Jazz and to find out the possible remedies for the same.

Research Methods
Questionnaire survey.

QUANTITATIVE
The quantitative part of our research method included using a questionnaire to test our hypotheses.

SAMPLING
TARGET POPULATION People among the age of 18 to 35; those who use jazz.

TIME:

1st March 01st April 2010.

SAMPLE SIZE: The sample size for the research project was 100 respondents.

QUESTIONNAIRE
We also conducted a survey research, which was purely quantitative. We took this survey from 100 participants. This survey was self-administered. Our sample population consisted of people who were fluent in English thus there was no problem with them filling the questionnaire. Also to increase the validity of the questionnaire we took participants from various areas of Karachi, so as to bring more diversity in the sample.

Questionnaire Design
The basic approach to the preparation of the questionnaire was to ask the same questions except this time the responses were close ended. Apart from using a Liker type scale a simple ordinal scale (with yes/no options) has also been used. Checklist questions have also been used.

Graphical Representation
What is your age group? a) 0 b) 54 c) 46 d) 0 30 and above 26 to 30 years
1 6 to 25 y e ar s 2 6 to 30 y e ar s

Q1:

A ge

15

and

less
26 to 30 y ears 46% 16 to 25 y ears 54%

16 to 25 years

Our targeted ages are from 16 to 30 year of mobile users. The reason behind that most Mobilink users belong to this age group. In response 46% of persons relating to the 26 to 30 years category and remaining fall Iin16 to 25 years category.

Q2:

What

is

the

monthly

household 9 31 21 21 18
41K - 50K 21% 51 K Above 18%

SALARIES 10K - 20K 9% 21K - 30K 31%

income of your family? a) 10K - 20K b) 21K - 30K c) 31K - 40K d) 41K - 50K e) 51 K - Above

31K - 40K 21%

10K - 20K 21K - 30K 31K - 40K 41K - 50K 51 K - Above

This pie chart shows the percentage of users having different incomes. Most of them belong to the income group of 21k to 30K.

Q3:

Did

you

experience

mobile 62 38
Previously used 38%

CUSTOMER STATUS

connection of JAZZ? a) Currently using b) Previously used

Currently using 62%

62% of the total sampling are currently using Mobilink Jazz and 38% are the people which have previously experienced Mobilink Jazz and shifted to another network for different reasons.

Currently using Previously used

Q4

What is your qualification? a) Middle b) Intermediate c) Graduate d) Masters e) Others 2 8 47 38 5

E D U C A T IO N
2% 8%

M id d le In t e rm e d ia t e G ra d u a t e 47% M a s t e rs O t h e rs

This chart shows the education standard of jazz customers. It could be clearly seen that the big part from the sampling population are graduate and masters.
OCCUPATION

Q5:

What is your occupation? a) Salaried b) Businessman c) Student d) Housewife e) Others 55 13 29 0 3

0%

3% 55%

Salaried Businessman Student Housewife Others

Most of the customers are salaried. Students comprise of the 2nd most common users.

Businessmen prefer postpaid, rather than prepay thus their percentage remains less than the salaries. Q6: In Which area do you resident in Karachi? a) Nazimabad b) Gulshan c) Gulistan-e-Juhar d) F.B Area e) North Nazimabad f) Garden g) Shah Faisal Colony h) Buffer Zone i) j) l) PNPNT Colony Clifton Gulberg 11 27 14 8 7 3 2 5 3 3 4 5 5 3
5% 4% 3% 3% 5% 2% 3% 7% 8% 14% 5% 3% 11% 27%

RESIDENT
Nazimabad Gulshan Gulistan-e-Juhar F.B Area North Nazimabad Garden Shah Faisal Colony Buffer Zone PNPNT Colony Clifton Malir Gulberg DHA PECHS

k) Malir m) DHA n) PECHS

Resident of

30 25 20 15 10 5 0

27

14 11 8 7 3 2 Buffer Zone Shah Faisal Colony 5 3 3 4 5 5 3

Gulistan-e-Juhar

Clifton

North Nazimabad

PNPNT Colony

Gulshan

F.B Area

Nazimabad

Garden

Malir

Gulberg

PECHS

DHA

Q7:

How much your monthly expenditure on mobile connection services? a) 0- 250 b) 251 - 750 c) 751 - 1500 d) 1501 - 3000 e) 3001 - Above 27 36 24 10 3
1501 - 3000 10% 751 - 1500 24% 251 - 750 36%

M onthly Expenditure on M obile Connection

0- 250 27%

0- 250 251 - 750 751 - 1500 1501 - 3000 3001 - Above

The monthly expenditure made on mobile connection is mostly around Rs. 251 to 750.

Q8:

Do you think Mobilink is the largest cellular company of Pakistan with broadest Pakistan? a) Yes b) No 87 13 network throughout

Comments on Mobilink as Pakistan Biggest Cellular Company

87%

Yes No

Most of the surveyed people agree that Mobilink is the biggest cellular company in Pakistan.

PACKAGES USERS

Q9:

Do you use Packages offered by Mobilink JAZZ? a) Users b) Non-Users If yes, then a) Jazz budget b) Bundle offer c) Ladies first d) Jazz octane e) Others 16 7 7 19 4
Jazz octane 36% PACKAGES USERS
47%

53 47

53%

Users Non-Users

Others 8%

Jazz budget 30%

Ladies first 13%

Bundle offer 13%

Jazz budget Bundle offer Ladies first Jazz octane Others

Q10:

How helpful is the Mobilink JAZZ help line service? a) Excellent b) Good c) Average d) Bad e) Worst f) Don't know 18 18 20 13 1 30
W orst 1% Good 18% B ad 13% Average 20% Don't know 30% E xcellent 18%
Ex c ellent Good A v erage Bad Worst Don't know

Jazz He lp Line Se rvice

Customers remarks are highly inconsistent on the point of help line service of Jazz. 30% people even though never uses the help line service.

Q11:

Which service do you use simultaneously with Mobilink Jazz? a) Mobilink (Other than Jazz) b) Telenor c) U fone d) Warid e) Zong 13 24` 35 16 12
U fone 35% Warid 16% Zong 12%

Services Simultaneously Use with Mobilink Jazz

Alongwith Mobilink, many customers use other mobile services as well. The most of them are using Ufone.

Q12

In your opinion, which is the best telecommunication company in Pakistan? a) Mobilink b) Telenor c) U fone d) Warid e) Zong 22 22 34 20 2
U fone 34% Telenor 22% Mobilink Telenor U fone Warid Zong Warid 20%

Opinion on Best Cellular Network

Mobilink 22%

Majority of the people surveyed (34%), declared that Ufone was the best cellular network.

Q13:

What is the reason behind your opinion? a) :Reliability b) High quality of service c) Wide Network d) Lesser charges e) Low cost international call f) Internet and other services 14 21 19 30 14 18 12 3
Basis for Saying Best Cellular Network
Varieties of packages 9% Internet and other services 14% High quality Reliability of service 11% 16%
Reliability High quality of service Wide Network Lesser charges Low cost international call Internet and other services Varieties of packages Other

Other 2%

Low cost international call 11%

Lesser charges 22%

Wide Network 15%

g) Varieties of packages h) Other

Q14:

Except

traditional

ways 35 23 12 7 28 3 25 0

Voice

conversation

&

text

messaging,

which

feature(s)/Service(s) you use? a) Multimedia messaging b) Wap/Internet Connection c) Cricket update d) Live TV e) Caller tune f) Electronic Wallet g) Contact Backup h) Others
Other Services Users
Electronic W allet 2% Contact Backup 19% Others 0%

MMS 27%

MMS W ap Connection Crick et update Live TV Caller tune

Caller tune 21%

Live TV 5%

W ap Cric ket update Connection 9% 17%

Electronic W allet Contact Backup Others

Besides making calls, the other most popular service used by customers according to the survey is 'multimedia messaging', closely followed by caller tune, contact backup and internet.

Q15:

Do you think JAZZ service charges are competitive with other mobile connections? a) Higher b) Lesser c) Same 75 8 17
Charges Comparison With Others
Lesser 8% Same 17% Higher 75%

Higher Lesser Same

Most people say that Mobilink charges are higher than other network charges.

Q16:

What are the usual problems you often face while using JAZZ? a) Signal drooping b) Network busy c) Late receiving of SMS d) Message sending error e) Others 42 17 20 15 6
Late receiving of SMS 20% Signal drooping Network busy 17% Network busy Late receiving of SMS Message sending error Others Message sending error 15%

Usual Problem
Others 6% Signal drooping 42%

42% of the surveyed people said that the main problem faced by them, is signal dropping during a call.

Q17:

At what time the above problem is usually noticed? a) 12am-06am b) 06am-12pm c) 12pm-06pm d) 06pm-12 am 30 18 32 20
06pm-12 am 20% 12am-06am 30%

Time Usually Problem Noted

The problem of call dropping is usually faced around 12am to 6am, according to our survey.

12am-06am 12pm-06pm 32% 06am-12pm 18% 06am-12pm 12pm-06pm 06pm-12 am

Q18

Have you ever made a complaint about service to Mobilink JAZZ customer support? a) Yes b) No 70 30 18 18 20 13 1
70% Yes No

Users Made Complain Regarding Problem

If yes then, what response you get? c) Excellent d) Good e) Average f) Bad g) Worst

26% percent of the users say that the response against their complaint made was excellent.

Response against Complaint Registered

Excellent Average 28% Good 26% Good Average Bad Worst

Q19:

To what extent does Mobilink JAZZ take action on your complaints? a) Every time b) Mostly c) Often d) Never 17 22 17 14
Often 24% Mostly 32% Every time Mostly Often Never

Problem Resolved on Complaint

Every time 24%

32% of Mobilink users say that their problem was 'Mostly resolved. While 24% say that problem was resolved 'every time'.

Q20:

Availability of Mobilink JAZZ easy load in your area? a) Easily available b) Hardly available 88 12
Availability of Easy Load
Hardly available 12%

Easily available

Pie chart shows that 88% users say that easy load is easily available.

Easily available 88%

Hardly available

Q21:

Have you ever faced theft of balance? a) Yes b) No 4 96

Q22:

Your satisfaction level with the services provided by JAZZ? a) Satisfactory b) Not much Satisfactory c) Unsatisfactory d) Worst 48 20 27 5
Uns atisfactory 27% Worst 5%

Satisfaction Level of Users

Satisfactory 48% Satisfactory Not much Satisfactory Unsatisfactory Worst

48% of the surveyed users are satisfied customers of Mobilink.

Not m uch Satisfactory 20%

Q23

What features do you like to see in our jazz connection? a) Security b) Low call rates c) Low cost sms packages d) Internet and other services e) Wide networking f) g) Varieties of packages h) Other 3 37 28 7 12 9 3
13% 8% 3% 3% 31%
Security Low call rates Low cost sms packages other services

Features Users like to See in Mobilink Jazz

11% 6% 25%

Improved Call centre services 15

Wide networking Improved Call centre Varieties of packages Other

Q24:

Do you have any suggestions or recommendation that you want to see in Mobilink JAZZ? a) Call & SMS packages b) Low rates c) FnF Facility d) Improve services e) provide awareness f) Others 37 32 19 13 3 17
2% 11% 14% 31%

Users Suggestions and Recommendations

Call & SMS packages Low rates FnF Facility Improve services provide aw areness Others

16%

26%

CONCLUSION
After the completion of this research report we have come to a conclusion that although the services of Mobilink Jazz is good, as well as its offers are no matter, wonderful yet there are some problems also exist which can damage the overall image of Mobilink Jazz. Mobilink Jazz Company is basically focusing the youth of this country which has a major role and has major presence among the population of Pakistan. Mobilink Jazz is growing its network very rapidly. Now we have gone through a survey according to the result of which the youth is majorly experiencing the signal lagging problem especially at night timings. Mobilink users desire for verity of packages as offer by other cellular companies. For the eradication of the same and such other problems we have given some recommendations to the company which is being discussed below. Overall Mobilink Jazz is providing good quality of services but charging comparatively high cost.

RECOMMENDATION
On behalf of the primary data that we have collected from different sources we have the following suggestions on following of which most of the problems which are being faced by the people would definitely be eradicated or reduced to the lowest level. These suggestions include:

Frequency transmitters should be placed after every 1000 meters from each other Frequency transmitters should be placed at such points where no other transmitter is placed

More powerful frequency transmitters should be placed More codes should be produced by seeing the growing numbers of customers Customer care staff should treat the customers with great obedience Problems must be entertained with the duration of hours and not days Service should be provided with great concern in the night timings because more and more young people avail night packages

More attractive packages should be introduced to attract the public New offers should be introduced