Mobile Impact Analysis: Vodafone's Employee and Customer Satisfaction

This research project, titled "To analyse the impact of mobile on attaining employees satisfaction and the shopping experience of customers - A case study on Vodafone Plc," examines the influence of mobile technology on both employee satisfaction and customer experiences within Vodafone. The report includes an introduction outlining the research overview, background, aims, objectives, and a Gantt chart for project management. A literature review explores the importance of mobile tools in achieving customer satisfaction and the types of digital tools used for analyzing shopping experiences. The methodology section details the research type, design, data sampling techniques, and data collection methods, including primary and secondary data. Data analysis involves interpreting survey results to assess the impact of mobile applications on reaching potential buyers, managing customer satisfaction, and optimizing operations. The findings reveal insights into customer preferences and Vodafone's ability to meet their needs through mobile solutions. The report concludes with recommendations and references, providing a comprehensive analysis of mobile's role in enhancing Vodafone's business outcomes and customer relationships.

Research Project

Table of Contents
TITLE:.............................................................................................................................................1
INTRODUCTION...........................................................................................................................1
Overview of research..............................................................................................................1
Background.............................................................................................................................1
Aims and objectives...............................................................................................................1
Gantt chart..............................................................................................................................2
LITERATURE REVIEW................................................................................................................3
How to determine the importance of mobile tools for attaining satisfied customers.............3
Types of digital tools are used by organisation for analysing shopping experience of
customers................................................................................................................................4
Types of digital tools used to analyse shopping experience of customers.............................5
RESEARCH METHODOLOGY.....................................................................................................5
Type of research.....................................................................................................................5
Research design......................................................................................................................6
Data sampling.........................................................................................................................6
Methods of data collection.....................................................................................................6
DATA ANALYSIS..........................................................................................................................7
Data Analysis..........................................................................................................................7
Data interpretation..................................................................................................................7
RECOMMENDATION AND CONCLUSION.............................................................................11
REFERENCES..............................................................................................................................12

TITLE:
“To analyse the impact of mobile on attaining employees satisfaction and the shopping
experience of customers - A case study on Vodafone Plc”
INTRODUCTION
Overview of research
In this entire report, it has defined that there are major impacts of mobile on the
employees and customers as they can get more experience regarding shopping. This will support
in satisfying employees by gathering informations or taking feedbacks from the customers in
more appropriate manner (Mackey and Gass, 2015). Vodafone is considering this aspects and
trying to give better mobile services to the internal or external customers as well.
Background
For the identification of various factors or major issues, research play an important role.
In this included several processes such as conducting surveys, gathering informations or data and
then analysis or interpretation of those data for finding appropriate answers. This research will
defines about the major impacts of mobile services on internal and external customers within the
Vodafone firm. It is necessary to adopt the new advanced technologies and methods for the
purpose of running organisation as well as satisfy customers desired needs or wants as well
(Taylor, Bogdan and DeVault, 2015).
Aims and objectives
Aim: “To analyse the impact of mobile on attaining employees satisfaction and the
shopping experience of customers - A case study on Vodafone Plc”
Research Objectives:
 To determine the importance of mobile tools for attaining satisfied customers
 To evaluate the types of digital tools used by organisation for analysing shopping
experience of customers
 To evaluate the influence of mobile technology on buying behaviour of consumers
Research questions:
 How to determine the importance of mobile tools for attaining satisfied customers?
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 What types of digital tools are used by organisation for analysing shopping experience of
customers?
 How to evaluate the influence of mobile technology on buying behaviour of consumers?
Gantt chart
In this section, researcher analyse strategic plan that require to accomplish in appropriate
manner. Main objective behind this procedure is to distribute task in different section to reduce
work load from individuals.
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LITERATURE REVIEW
How to determine the importance of mobile tools for attaining satisfied customers
In the present scenario, telecommunication sector is growing fasts and most of the
populations are using mobile techniques for their work. It is an essential for every individual
because it make entire more easy and effective (Silverman, 2016). There are wide scope of
mobile technologies in the world because every persons prefer mobile phones for getting several
services including banking, shopping, travelling, online booking, ordering foods, hotel services,
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transactions and many more for satisfied their basic needs or desires in an effective ways.
Customers are king of the market and every firms try to attracts them for increasing sales
volumes as well as generates higher profits to achieve competitive advantages. So it is necessary
to determine their comfortability for maximum level of satisfaction. Vodafone has conducted an
appropriate survey and found the needs or demands of customers regarding mobile applications,
network services, internet solutions and many more for the purpose of contacting with other
people at anytime or everywhere so that they can make their life more smooth and efficient
manner.
Types of digital tools are used by organisation for analysing shopping experience of customers
According to the article “Effect of mobile marketing on consumer decision making
process” it is situated that in modern era, mobile is necessary for every person (Khan, 2011).
This makes consumers life much easier and simpler, so that they can do their regularly or daily
activities. To evaluate the influence of mobile technology it is essential to know the taste and
preference of a customer need. The consumer decision making process ranges from simple to
complex, and influenced by various factors. It will increase the use of technology according to
the customers demands as per requirements. Now a days, consumers get information of mobile
commerce through peer to peer, in group or team, in their relatives or family members and get
reviews from websites about the products. New technology or upgrading in technology led to
influence the consumer behavior and customers purchase the handset according to their choice.
Although, today's consumers are dependent on the digital gadgets and one of the most commonly
used by an individuals. The below outlined strategies is an attempt to guide Vodafone company
that, there are many responses to adopt the changes to meet in consumer behaviour (Flick,
2015).
 Stay Connected: The majority of consumers are well informed and active online.
Companies need to adopt latest technology so as to enagage their active on the platform
such as social media that is facebook, instagram or twitter.
 Fulfil consumer Expectation: With the modern technologies changes of smartphones or
e-commerce, consumers can go for the product as they want.
Types of digital tools used to analyse shopping experience of customers
The digital technology is helpful to carrying out various kinds of activities and
procedures in different functional departments more effectively. According to Dave Chaffey,
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technological equipments, machines, applications and software provide support in several
processes to generate better outcomes. In current scenario of digitalisation, it is very easy to
conduct several activities or tasks in an appropriate manner to fulfil desired goals and objectives
of an organisation. Taking feedbacks from customers helps to collect information about actual
requirements and threats or product. Hence, an accurate goods can be prepared to solve issues or
people and fulfil their desires properly. Vodafone Plc can apply such digital tools which are
helpful to analyse shopping experience of customers to take required steps and complete
expectations of consumers in correct manner. There are different digital tools that can be utilised
by companies and few of them are given below:
Internet: - This can be described as to use several modes of internet browsing through
which people can provide their feedbacks online. It is easy to know about shopping experience of
customers without facing them and take desired actions properly to solve issues (Smith, 2015).
Mobile applications: - Every individual use mobile applications and they will not avoid to
provide reply for message through them. It will help to reduce nature of customers to ignore texts
or e-mails of companies and they get feedbacks from clients easily.
Talkwalker: - It is kind of social listening service that helps companies to connect with
customers and improve profitability property.
RESEARCH METHODOLOGY
Type of research
In this section, learners are going to addressing different types of methods and techniques
which help in acquiring relevant data and information for achieving desired goals and targets for
the business. With the assistance of this, it is useful for the company due to this it will assist in
generating success and growth for specific project and there are various tools and methods which
are helpful for required facts and figures in better manner. There are two types of methods such
as qualitative and quantitative sources. In qualitative method, it is useful for collecting and
gathering all information and on the other hand, quantitative method is used for gathering or
collecting all statistical form of facts (Panneerselvam, 2014).
Research design
According to this section, corporation required to made and prepare all accurate direction
that will help employees for getting correct guidance to accomplishing potential goals and
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objectives. Therefore, there are various methods and techniques which aid in developing and
designing particular investigation in the form of descriptive, exploratory and experimental
method of research. With the help of descriptive research, firm can easily overcome with their
work and it is the major issue and problem which arise at workplace and they need to examine
and analyse all upcoming actions and activities in proper way (An, Yom and Ruggiero, 2011).
Data sampling
This is that term which define the appropriate methods and techniques which help in
gathering correct data and information that are related to research project and they are getting
accurate results and outcome in better manner (Geerts, 2011). It can be categorise into two types
such probabilistic and non probabilistic. In probabilistic research tool, they are selecting specific
data and information at the time of doing random sampling. With the help of performing this, it
is necessary for setting appropriate process thus this will make sure that number of large people.
In probabilistic method of sampling, it will refer as odd techniques in which huge number of
people are select sampling that does not easy to measure and evaluate. This is the opposite term
of probabilistic method. This is the examination which main purpose is to sampling whole part of
probabilistic techniques and methods.
Methods of data collection
There are two types of data collection that includes primary and secondary data which are
described as under:
Primary method- This is that techniques which assist in collecting and gathering essential
information with the direct method (Hunleth, 2011). There are various sources through which
they are gather correct facts and figures that includes surveys, interviews and questionnaire, etc.
Secondary method- This can be define as that data and information which are collected
by specific persons and this will used by investigators and they are devising and processing
accurate research.
DATA ANALYSIS
Data Analysis
Q1. Is mobile application helpful for mobile networking organizations to reach potential
buyers?
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 Yes
 No
Q2. What are the probable benefits that mobile application deliver to Vodafone while managing
consumer satisfaction?
 Build strong communication
 Provide quick service
 Platform to response
Q3. What are the prominent operations that Vodafone can easily operate by mobile
applications?
 Supporting per-paid and post-paid services
 Managing account activities
 Tracking records
 Exploring offers and plans
 Live apps and shows
Q4. How satisfactory services are provided by Vodafone to their consumer, as per your view?
 Not satisfactory
 Good
 Excellent
Q5. According to you, is mobile applications changing the buying behaviour of Vodafone
consumer?
 Yes
 No
Data interpretation
Theme 1: Mobile networking organizations to reach potential buyers
Q1. Is mobile application helpful for mobile
networking organizations to reach potential
buyers?
Frequency
 Yes 20
 No 10
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Findings – As per the above graphical representation, it has been identify that in between 30
respondents, 20 individuals are think that mobile application is helpful for Vodafone to reach
potential buyers easily.
Theme2: Probable benefits that mobile application deliver to consumer
Q2. What are the probable benefits that
mobile application deliver to Vodafone
while managing consumer satisfaction?
Frequency
 Build strong communication 11
 Provide quick service 10
 Platform to response 9
Findings – On the bases of above representation, it has been analysed that in between 30
candidates, 11 individuals are thinks that mobile applications helps in build strong
communication with customers while as 10 candidates are in the favour of cater quick service.
8
11
10
9
Build strong
communication
Provide quick service
Platform to response

Theme3: Prominent operations that Vodafone can easily operate by mobile applications
Q3. What are the prominent operations that
Vodafone can easily operate by mobile
applications?
Frequency
 Supporting per-paid and post-paid
services
7
 Managing account activities 6
 Tracking records 6
 Exploring offers and plans 8
 Live apps and shows 3
Findings – From the above presentation, it has been analysed that Prominent operations that
Vodafone can easily operate by mobile applications are exploring maximum offers and plans.
Out of 30 candidates, 8 individual are in its favour.
Theme4: Satisfactory services that are provided by Vodafone to their consumer
Q4. How satisfactory services are provided
by Vodafone to their consumer, as per your
Frequency
9
7
6 6
8
3
Supporting per-paid and post-
paid services
Managing account activities
Tracking records
Exploring offers and plans
Live apps and shows

view?
 Not satisfactory 6
 Good 10
 Excellent 14
Findings – On the bases of above representation, it has been examined that out of 30 candidates ,
14 individuals are thinks that Vodafone provide excellent services, 10 respondents says that it is
good while 6 person are not in its favour.
Theme5: Changes in buying behaviour of Vodafone consumer
Q5. According to you, is mobile applications
changing the buying behaviour of Vodafone
consumer?
Frequency
 Yes 20
 No 10
10
6
10
14 Not satisfactory
Good
Excellent