My Project

Customer Satisfaction Towards Reliance
Chapter-I
INTRODUCTION
Alliance Business Academy,
Customer Satisfaction Towards Reliance Communications
INTRODUCTION
Marketing touches all of us every day in our lives, thus marketing has delivered to us a standard of living. It is the process of planning and executing the consumption, pricing and distribution of ideas, goods and services.
Today, in the customer driven economy all firms are engaged in a race to attract customers and also to build a long term relationship with them. The key to win a customers loyalty is customer satisfaction.
The organizations services are focused to meet the requirements of the customer. Hence, study evaluation and relation of market condition.
Marketing is typically seen as the task of creating, promoting and delivery of goods and services to the customer and business. In fact marketing people are involved in marketing of ten types of entities i.e., goods, experience, events, people, places, properties, organization, information and ideas.
This report is to analyze the strengths, weakness, opportunities and threats with respect to Reliance Communications in terms of its operations and marketing activities. It discusses the companys cultures and values, and how these elements influence the companys overall performance. In addition, it identifies the companys efforts to satisfy their customers and how these actions are likely to impact the future marketing activities, new products and investments.
The customer plays a vital role in the marketing process. The producers or manufacturers, produce the goods according to the needs of the customer.
Companies are giving more importance to CRM (Customer Relationship Management) and TCS (Total Customer Satisfaction). If the customer is not satisfied then its obvious he will switch to some other company and on the other hand, if customer is satisfied or delegated then he remains loyal to the same company.
The customer expectations are too high and they need some additional benefits with it. The producer should be aware how to retain a customer to overcome competition.
Alliance Business Academy, 2
Chapter II
INDUSTRY PROFILE
INDUSTRY PROFILE
INTRODUCTION TO TELECOMMUNICATION INDUSTRY:
Traditionally, telecommunications was regarded as a relatively straight forward public utility. Economies of scale, potential and ministry sensitive and large externalities made telecommunication a typical service believed to be a natural monopoly in the environment. Telecommunication development focused mainly on extending standard service, building basic network, and improving the performance of the operating entities. The main issues were the technological factors and management of telecommunication enterprise largely oriented towards engineering.
THE TELECOMMUNICATION SECTOR IN TRANSITION: In most industrial countries telecom services were provided by Government depaor state enterprise. These entities, generally succeed in building and profitably operating country wide infrastructures. Meeting the demand for basic telephone services and starting to introduce more advance services. In the 1980s however, driven by twin forces of technological innovation and growing demand discussed above a wave liberalization and privatization led to major changes in telecommunications sector in most industrial countries. Deregulation and divestiture of the bell system in the United States was followed by privatization and introduction of competition in U.K, Japan and more. Recently in Australia and New Zealand. By the early 1990s virtually all OECD countries were at some stage in forming and restructuring the Telecommunication sector. These reforms have accelerated investments; increased responsiveness to user needs greatly broadened towards user choices and reduced prices. IMPLEMENTING REFORMS IN THE TELECOMMUNICATION INDUSTRY:
Incentives and discipline of commercial enterprises. In particular, states operating entities are being distanced from Government. By re-organizing the Government departments into state enterprises, state owned joint stock companies, mined state/ private companies or private companies in form of sore moving in the direction, although only some go the whole way to privatizing state operations. At the same time improvement are also undertaken in internal organization and management, such as reorganized the enterprise in to cost and profit centres. Subcontracting functioning that can be undertaken efficiently by other organization establishing, systems as well as emphasising customer service, cost awareness, financial discipline and staff performance.
INCREASING PRIVATE SECTOR PARTICIPATION:
The private sector is playing much larger role than in the past. Increased private sector participation can attack and technology to the telecommunication sector, it also contributes to the development of the private sectors overall.
A number of countries are considering the options and privatizing the state telecommunication enterprise by transferring a controlling interest to private sector, and several have already done so. Privatizing may take number of different forms. For example, ownership control can be transferred through the sale of shares of an existing enterprise to strategic investors or in public markets, or may involve in setting up state private joint ventures, possibility with foreign operations.
About Reliance Communications:
Reliance Communications Ltd. Found by late Shri. Dhirubhai. H. Ambani (1932- 2002) is the flagship company of Reliance Anil Dhirubhai Ambani Group. The private ltd. Company was changed to public limited company on 25th of July, 2005. Further the name of the company was changed to Reliance Communication Venture Ltd. with effect from August 3, 2005. The name has since been changed to its present name, viz. Reliance communications ltd, under fresh certificate of Incorporation consequent on change of name dated 7th of June 2006.
In terms of the Scheme of Arrangement with Reliance Industries Ltd., as sanctioned by the Honble High court of judicature at Mumbai by its order dated December 9, 2005 and which has become effective from December 21, 2005. The company is vested with the Telecommunication undertaking of Reliance Industries Ltd as defined in the scheme.
Strategic fit with Reliance Communications:
Reliance Communications visions for its global data business is to be a leading provider of sophisticated, cutting edge data communication products and services, specializing in application and content distribution, which will span into developed and emerging markets, delivered the FLAG Global Network.
The acquisition of Yipes is a key step in Reliance Communications plan to move up the value chain and closer to its customers in the global data business. It significantly increases Reliance revenues from the enterprise segment internationally. FLAG and Yipes are highly complementary in terms of their products, services and networks.
With the acquisition of Yipes, Reliance will accelerate its penetration into the lucrative Rs. 400000 crore ($100 Billion). Global enterprise data market will be able to serve its international customers directly in the U.S. in a much better way.
With the backing of Reliance, Yipes will rapidly double its coverage of the U.S market. At the same time, Yipes Ethernet services will be overlaid on FLAGs global next generation network, allowing Yipes to expand its reach worldwide and enabling FLAG to significantly create more value from its network assets in the strongholds in India, the Middle East and East Asia.
Reliance Communications, through an affiliate, is acquiring 100% of Yipes in an all cash transaction. This constitutes Reliance Communications acquiring largest acquisition to date. Yipes will operate as a strategic business unit, fully integrated, strategically and operationally within FLAG Telecom. The key senior management of Yipes has committed to remain with the business and will continue with their present responsibilities.
The acquisition of Yipes will place Reliance Communications among the top three global Ethernet service providers in the world. Reliance communications with FLAG has a strong foothold in India, The Middle East and Asia, including China, Honk Kong and Taiwan. We plan to leverage the significant head start of Yipes in Ethernet services, double the coverage in U.S. domestic market, and roll out Yipes services to nearly 40 new countries. Punit Garg (President, Global Business) Reliance Communications.
History of Communications: Nathan Ensmenger, Ph.D April 4, 206
We are often told that we are living in an Information Age, and indeed, this is a truth that seems self evident: communications and information technologies pervade our homes, our workplaces, our schools, even our bodies. Because you are reading this essay on the internet, we already know that you have already access to a telecommunications network of global proportions. Chances are that you also have similarly easy access to cell phone, radio or probably a television or a post office. You probably have thought to how they work, how they got here, and who was involved in marketing them, and yet the Information age of early 21st century has a long and fascinationg history that takes us well back into the 19th century, a history that is inextricably intertwined with some of the most significant moments in the American history.
The purpose of this exhibit is to recognize key innovators in communications revolution and their contributions to the founding of our modern information society. The history of communications and technology are as old as history itself: History is largely based on written records, and the written word is of course an important communication technology in its own right. A truly comprehensive and global history of communications would have to begin with the Phoencian alphabet, the early postal system in China, the use of homing pigeons in the ancient Greece, the legendary Roman roads and the invention of printing press, among many, many other inventions. This essay will focus on more of recent developments, on the emergence in the United States 19th and 20th centuries of communications infrastructure based largely on electronic technologies.
One of the themes of this essay, and the larger exhibit of which it is part, is that technologies, and the people who invent, develop and use technologies, play a central role in marketing of history. As students, we learn a great deal about social and political history, great speeches delivered, important electrons fought, laws written and passed but in many ways it is built environment of our technological systems that most shapes and influences our lives and future. Americans in particular have often sought technological solutions to our social and political changes, in many ways the American aspiration to build a new nation has quite literally involved in building new technologies.
Perhaps, nowhere is this relationship between the social and technological factors, more relevant tah in the history of communications, for its is our ability to communicate effectively that enables many of the other developments- economic, social, political and cultural that we recognize as being historically significant. In the early American republic, for example, the political act of nation building was inextricably linked to the construction of national communication infrastructure. As the historian Richard John has described, the founding fathers- Benjamin Rush and James Madison in particular considered it absolute necessary that the new constitutional government circulate Knowledge of every kind throughout the United States. Popular sovereignty required an informed citizenry and in the late 18th century an informed citizenry was maintained through an efficient postal network. As early as 1775 the continental congress had established a postal system and appointed Benjamin Franklin its first post master general. His accomplishments in this role have been widely recognized (particularly here at the Franklin Institute). But it was the 1792 postal act that transformed the postal service into a truly democratic institution: not only did it bar the government from reading or interfering with the communication of the citizens, but by subsidizing the dissemination of newspapers (often political in nature). It actually encouraged political debate.
The American governments commitment to open an efficient postal system allowed the system to seve the needs of a growing population and expanding national territory. In the years between 1788 and 1920 the number of post offices grew from 100 to 4500 and by 1828 this number had increased to 7.800, making the American postal system the largest in the World. As a part of larger American System of transportation and communication, it helped foster in increasingly national form of republicanism. The availability of a reliable, rapid and inexpensive communication system enabled the development of national commercial and financial infrastructure, national political parties, and national identity.
No matter how well- organized and extensive, postal networks faced inherent limitations on their speed and capacity: whether carried on foot, on horseback or via rail road written messages still had to physically travel from one place to another. Communication was still inextricably linked to transportation, and even the fastest and most efficient forms of transportation were relatively slow
and expensive. Only by eliminating this dependence on physical movement by abstracting the informational content of a message from its physical medium could communication network truly transcend the limitations of time and space.
One solution to the problem of moving messages was telegraphy. Quite literally writing at distance In the late 18th century, the French began experimenting witha network of giant towers, wooden indicators, and semaphore code. In theory, the speed of the network was limited only by the speed of its operators: the messages themselves moved, quite literally at the speed of light. In practice, under the right conditions a message could travel miles in under three minutes in under three minutes instantaneous but still a remarkable improvement.
When in 1837 the United Senate called for the construction of its own national telegraph system, it had the French optical telegraph in mind as a model. But recent developments in electromagnetic theory suggested to some contemporary inventors an alternate solution. In 181, the Danish scientist Hans Christian Oersted, noticing that an electronic current could default the needle of amagnetic compass, suggested a direct relationship between electricity and magnetism. In 1825, the Englishman William Sturgeon harnessed this relationship to create the first electromagnet. By 1831 the American scientist Joseph Henry suggested that his system could be used to construct a telegraph network. Is interests were more scientific than practical and he never turned his idea into reality.
It was an inventor, rather than a scientist who was to construct the first (or at least most well known and successful) electric telegraph system. In 1832, Samuel Morse, a Yale graduate, itinerant salesman, and aspiring portrait painter, began working ona prototype electric telegraph. His intention was to use the proceeds from his invention to fund his artistic career. Not much of a scientist or a inventor Morse worked with both Joseph Henry and Alfred Vail, a former New Yark University student and skilled mechanic, worked with Maine Congressman F. O. J Smith to lob congress for federal funding for his system, and in 1844 the first long distance electric graph line was successfully constructed between Baltimore MD and Washington DC.
The electric telegraph arrived at contentious period in American history. Hailed as unquestionably the greatest invention of the age, the telegraph was portrayed as a unifying force in the face of growing national disunion over the question of slavery. As James Gordon Bennett of the New York Herald predicted in 1851, the telegraph would blend into one homogenous mass, the whole population of the republic, it could do more to guard against disunion than all the most experienced, most sagacious, and the most patriotic government could accomplish. Alas Bennett was overly optimistic: the telegraph could not prevent the outbreak of the Civil War in 1861, although it did influence significantly the outcome of the conflict.
In the immediate post Civil War period, however, the rapidly growing telegraph system did play an important role in Westward expansion of the newly unified nation. In the case the expansion of the national telegraph network coincided directly the expansion of the national rail road system. Railroads needed the telegraph to co ordinate schedules, organize their operations, and prevent accidents; telegraph companies, in turn found railway rights of way convenient paces to string and maintain wire. By 1880 more than 32 million messages were travelling between 1200 telegraph offices connected by national financial markets, and national and international co- operations. As the historian Steve Luber has suggested, telegraphy was the high tech industry of the late 19 th century, creating new industries, new wealth, and new culture of innovation. Among the many inventors to get their start investing equipment were Thomas Alva Edison and Alexander Graham Bell.
By the end of the 1870s the United States was connected to a global telecommunication network that allowed relatively low cost, instantaneous communication. May of the developments associated with the communication revolution was well in place by the end of the 19th century. But in many other ways the revolution was only beginning. The realization that communication could be mechanically transformed from one medium to another- in the case of the telegraph from written word into electronic signal back into written word was of fundamental significance. All subsequent developments in communications and information technology are premised on this principle. In 1870s Elisha Grey and Alexander Bell transformed speech into electronic signal in order to invent the telephone. In the 1890s Heinrich Hertz, Oliver Lodge and Guglielmo Marconi transformed electric signals into electromagnetic radiation and in doing so laid the groundwork for wireless telegraphy, radio and television. The digital revolution of the late 20th and early 21st century has taken this abstraction of information to its logical extreme, transforming almost all information- text, image and sound into a form that can be transformed and manipulated electronically.
It so no co- incidence that so many of the Franklin Institute prizes have been awarded to individuals and companies involved in communications technologies. By their very nature communication technologies have great potential to influence people, change lives and shape history. When the institute awarded the 1916 Elliot Cresson model to the AT & T Corporation, for example, it was as much for the social political implications of its telephone network- for placing all of the States of the union in speaking communication, as it was for its many contributions to communication technology. As you read through these case files, try to imagine a world in which the telephone, or the radio, or for that matter, a reliable post system, was not available. We can make no stronger argument for the significance of these award winners for that the difficulty, perhaps the impossibility that you have in doing so.
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Chapter- III
Company Profile
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Company Profile
INTRODUCTION:
Reliance today is a big name in the Indian Telecom Industries. We all know about the success story of Reliance Communications which holds on the largest telephone network in India. Today Reliance has the largest CDMA based network in India and recently it has also built its pillars in GSM market.
Reliance has changed the picture of Indian Communication and made it very competitive internationally. Initially when Reliance launched its mobile service then, many people had doubts about the success of Reliance; However, Reliance has proved everyone wrong. This sight of Reliance Communications media reports career options and pay their telephone bills.
This web site provides an option to all the Reliance customers and enterprise tracking their mobile bills and paying them online. This is a website for entire Reliance Communications users. Whether they are mobile users or land line users or internet users. They provide the best option of knowing about all the internet information about Reliance communication and selecting suitable plans.
BACKGROUND:
DACK (Dhirubhai Ambani knowledge city) India, i.e., Reliance Infocom, an ADAE group Company commercially ruled out its international facility and became the first Indian CDMA operator to offer such a service to its customers. To begin with the company has launched International roaming with top operators in U.S., Israel, China, New Zealand and Indonesia and is in advance stage of signing up with 12 operators and 11 countries across three continents which accounts of the 90% of the gobal CDMA footprint.
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Reliance Infocoms current international roaming arrangement at a glance:
Country
China Israel USA Indonesia New Zealand China Unicom
Operators
Telephone Cellular Communications Sprint PCS Mobile- 8 Telecom Mobile Ltd.
Other countries o the other hand are the United States on addition to Sprint, Japan, Taiwan, Korea, Australia, Honk Kong, Thailand and Canada.
Announcing the commercial roll out under Bajaj, Head post paid business, Reliance Infocom said: While tariff differs from country to country, our rates are structured to be highly competitive. For instance, rates for calls within foreign countries are the best in the industry going forward, intend to launch more products that will cater to the needs of the international travellers, like high speed data service and bring in synergies to existing products.
Following these tie- ups, post paid subscribers for Reliance India mobile will be able to remind connected with their homes and rest of the world while roaming in these countries. Subscribers from these countries will be able to get similar service while visiting India. Many of these countries are very popular tourists destination for Indians. India receives a sizeable on- bound visitors from these countries.
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The Board Of Directors:
Name Shri. Anil Dhirubhai Ambani Shri. Satish Seth Shri. S.P. Shukla
Post Chairman and Managing Director Vice Chairman CEO Personal Business and Director Industry- Communications
ORGANIZATIONAL CULTURE:
Organizational culture, or corporate culture, comprises of the attitude, experiences, benefits and values of an organization. Ot has been defined as The specific collection of values and norms that are shared by people and groups in an organization and then control the way they interact with each other and with stake holders outside the organization. Organizational values are beliefs and ideas about what kind of goals, the members of the organization should pursue and ideas about appropriate kinds of standards or behaviour organizational members should follow to achieve the goals. From organizational; values develop organizational norms, guidelines, or expectations the prescribe appropriate kinds of behaviour by employees in particular situations and control the behaviour of the organizational members towards one another
Senior management may try to determine a corporate culture. They may wish to impose corporate values and standards of behaviour that specifically reflect the objectives of the organization.
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In addition, there will be an extant internal culture within the workforce. Work groups, within the organization have their own behavioural quirks and interactions which, to an extent, affect the whole system. Task culture can be imported. For example, computer technicians will have expertise, language and behaviours gained independently of the organization, but hteir presence can influence the culture of the organization as a whole.
ORGANIZATIONAL CULTURE EVOLUTION:
Arthur F Carmazzi states that the dynamics of organizational culture are an evolutionary process that can change and evolve within the proper Psychology of Leadership.
FOUNDATIONS OF CULTURE EVOLUTION:
At each level of organizational evolution, people will be working, acting, thinking, and feeling different at different levels or personal commitment. Carmazzis directive communication psychology classifies these levels of communications as:
The level of individual:
People rely on personal skill and the direction from leaders. When working on the plane of SKILL people work at the level of INDIVIDUAL. They work because it is required and use and develop their skills because it maintains the security related to their job.
The level of group:
People have an emotional connection to their work. This has further developed their attitude for success. They thrive on an environment of personal growth and others who have the same attitude. When working on the plane of ATTITUDE , people work at the level of GROUP . They take on additional tasks and even apply more effort to their job. Unlike those working at the level of individual, they do not need to be told what to do. Only be guided to a direction.
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The level of Organization:
The pinnacle of greatness comes when individuals see their work as their purpose. People see a greater purpose to work the do, something greater than the individual ot the group. The organization is the vehicle to do and to become something greater than themselves. When working on the plane of SELF ACTUALISATION , people work at the level of ORGANIZATION. At this level of commitment, an individual wll do for the organization the same he would do for himself. The individual and the organization and all its components are one.
Insights on evolving culture:
According to Carmazzi, each culture effects the effectiveness and level of commitment of the people within that culture.
The Blame culture:
This culture cultivates distrust and fear, people blame each other to avoid being reprimanded or put down. This can result in no new ideas or personal initiative because people want to risk being wrong, and an environment where victims can get blamed for events. The majority of commitment here is at he level of Individual.
Multi- directional culture:
This culture cultivates minimized cross- department communication and cooperation. Loyalty is only to specific groups or departments. Each department becomes a clique and is often critical of other departments which in turn create lots of gossip. The lack of cooperation and multi- direction is manifested in the organizations inefficiency. The majority of personal commitment in this culture borders on the level of individual and level of group.
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Live and let live:
This culture is complacency; it manifests Mental Stagnation and Low Creativity. People here have little future vision and have given up their passion. There is a average performance.
Co- operation and communication and things do work, but they do not grow. People have developed their personal relationships and decided who to stay away from, there is not much left to learn. Personal commitment here is mixed between the level of individual and the level of group.
Brand congruent cultures:
People in this culture believe in the product or service of organization, they feel good about what their company is trying to achieve and co operate to achieve it. People here are passionate and seem to have similar goals in the organization. They use personal resources to actively solve problems and while they dont always accept the actions of management or others around them, they see their job as important. Almost everyone in this culture operate at the same level of group.
Leadership enriched culture:
People view the organization as an extension of themselves; they feel good about what they personally achieve through the organization and have exceptional cooperation. Individual goals are aligned with the goals of the organization and people will do what it takes to make things happen.
As a group, a organization is more like providing personal fulfilment which often transcends ego, so people are consistently bringing out the best in each other. In this culture, leaders do not develop followers, but develop other leaders. Almost everyone is operating at the level of organization.
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Culture maintenance:
Once an organizational culture has evolved to a higher level, the challenge lies in maintaining it. To continuously develop an organizations people as well as new staff. Carmazzi considers it essential to use the application of directive communication psychology.
Elements:
G. Jhonson described a cultural web, identifying a number of elements that can be used to describe or influence organizational culture.
The Paradigm: What the organization is about; what it does; its mission; its values. Control Systems: The processes in place to monitor what is going on. Role cultures would have vast rule books. There would be more reliance on individualism in a power culture. Organizational Structures: Reporting lines, hierarchies, and the way that work follows through the business. Power Structures: Who makes the decisions, how widely spread is power and on what is power based? Symbols: These include organizational logos and designs, but also extend to symbols of power such as parking spaces and executive washrooms. Rituals and routines Management: Management meetings, board reports and so on may become more habitual than necessary. Stories and Myths: Build up about people and events, and convey a message about what is valued within the organization. These elements may overlap. Power structures may depend on control systems, which may exploit the very rituals that generate stories which may not be true.
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When one wants to change an aspect of the culture of an organization one has to keep in consideration that this is a long term project. Corporate culture is something that is very hard to change and employees need time to get used to the new way of organizing.
For companies with a very strong and specific culture it will be even harder to change. Cummings and Worley suggest the following six guidelines for culture change; these changes are in the line with the eight distinct stages mentioned by Kotler (1995, pg. 23).
Formulate a clear strategic vision: In order to make a cultural change effective a clear vision of the firms new strategy, shared values and behaviours is needed. This vision provides the intention and direction for the culture change. (Cummings & Worley, 2005 pg. 490)
Display Top- Management commitment: It is very important to keep in mind that culture change must be managed from the top of the organization, as willingness to change of the senior management is an important indicator (Cummings & Worley, 2005 pg. 490). The top level management of the organization should be very much in favour of the change in order to actually implement the change in the rest of the organization. De Caluwe & Vermaak (2004, pg. 9) provide a framework with five different ways of thinking about change. Model culture change at the highest level (Stage 5 of Kotter, 1995 pg. 2):
In order to show that management team is in favour of the change, the changes have to be notable at first at this level. The behaviour of the management reads to symbolize the kind of values and behaviours that should be realized in the rest of the company/ organization. It is important that the management shows the strengths of the current culture as well as, it must be made clear that the current organizational situation does not need radical changes, but has a few adjustments.
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Modify the organization to support organizational change:
The fourth step is to modify the organization to support organizational change.
Select and socialize newcomers and terminate deviants (Stage 7 & 8 of Kotler 1995, pg.2):
A way to implement a culture is to connect it to organizational membership, people can be selected and terminate in terms of their fit with the new culture (Cummings & Worley, 2005 pg. 491)
Develop ethical and legal sensitivity:
Changes in culture can lead to tension between organizational and individual interests, which can result in ethical and legal problems for practitioners. This is particularly relevant for changes in employee integrity, control, equal treatment and job security. (Cummings & Worley, 2005 pg. 491)
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A glance at Reliance Communications:
A dream come true, the late Dhirubhai Ambani dreamt of a digital India an India where the common man would have access to affordable means of information and communication. Dhirubhai, who single-handedly built Indias largest private sector company virtually from scratch, had stated as early as 1999: Make the tools of information and communication available to people at an affordable cost. They will overcome the handicaps of illiteracy and lack of mobility. It was with this belief in mind that Reliance Communications (formerly Reliance Infocomm) started laying 60,000 route kilometers of a pan-India fiber optic backbone. This backbone was commissioned on 28 December 2002, the auspicious occasion of Dhirubhais 70th birthday, though sadly after his unexpected demise on 6 July 2002. Reliance Communications has a reliable, high-capacity, integrated (both wireless and wire line) and convergent (voice, data and video) digital network. It is capable of delivering a range of services spanning the entire infocomm (information and communication) value chain, including infrastructure and services for enterprises as well as individuals, applications, and consulting. Today, Reliance Communications is revolutionizing the way India communicates and networks, truly bringing about a new way of life
Some highlights of Reliance Communications operations:
RCOM joins hands with Yatra.com for air and hotel bookings:
Reliance Communications and Yatra.com have launched a mobile service to provide hotel and air ticket bookings in a convenient manner over all Reliance Mobile handsets. This service offered by Yatra Online (Pvt) Ltd, (Yatra.com), a leading online Travel Company can be accessed using Reliance Mobile World (R World), the multimedia application suite of Reliance Communications.
Over the Reliance Mobile phone, the service allows users to enter request for hotels and air travel bookings via a user-friendly interface of Reliance Mobile World. The customers just need to provide basic information like date of travel, number of air tickets required to make the bookings on mobile phones. Yatra executives will call customers providing them with numerous choices from a database of over 1500 hotels and resorts as well as options for flights. The added convenience is that Yatra
will offer this on 'Cash-on-Delivery' basis in 15 cities in the country. Bookings can also be done on the mobile phones and payment by credit/ debit cards for completing the bookings. This application is the latest initiative that Reliance Mobile World now offers in the area of Mobile Commerce (M-Commerce). Reliance Mobile World hosts a suite of M-Commerce applications through which customers can book railway, movie and airline tickets, purchase lottery tickets and even pay electricity and mobile bills anytime, anywhere without the need to look for PCs or internet connections. Commenting on the tie-up with Yatra, Krishna Durbha, Business and Marketing Head-Value Added Services, Reliance Communications, said, "Mobile phones today have simplified many services and made them accessible to millions of Indians. Booking hotels, railway, and air tickets is now only a few clicks away, for millions of Reliance subscribers. This association will bring convenience to the users across the country. Yatra has been offering attractive choices in air fares and hotel bookings. Reliance Communications' customers can now make all their travel plans from Reliance Mobile phones and enjoy the cost and comfort benefits." Speaking on the launch of this innovative service Dhruv Shringi, Co-founder and Director, Yatra.com, said, "In its continued endeavor to offering cheapest and best air and hotel booking deals, Yatra.com has tied up with Reliance Communications. This tie-up will not only make services provided by Yatra accessible to millions of Reliance mobile phone users in Tier I, Tier II, Tier III cities, but also take us to the next level of technology innovation. Our aim is to make travel easier and get closer to our customers." Harshal Shah, on Board of Directors of Yatra Online and CEO of Reliance Technology Ventures Pvt. Ltd. said, "Since we invested into Yatra, it has been our constant endeavor to leverage all new technology medium including mobile internet to offer value added services to Yatra's customers. The tie-up between Reliance Communications and Yatra.com, which has been independently won, has further reinforced that." Online hotel sales account for 6% of total sales and expected to increase to 10% by 2008. Currently, Yatra books around 4,500 tickets every day including 250 room nights. With this tie-up, Yatra spreads it wings to millions of Reliance Mobile users. Yatra.com has recently been nominated for World Travel Awards 2007, the most prestigious awards program in the global travel industry. It has endorsed Yatra's position as a leading player in the online travel space. Yatra.com was launched in August 2006 and within a short span of time it has seen a 40-fold increase in revenue with an employee base touching 400. Currently, Yatra is posting an average revenue of over Rs 38 crore (US $9.5 million) a month with a volume of 4,500 tickets and 250 rooms a day. The company projects a turnover of Rs 485crore (US$120 million) by the end of 2007 and expects to breakeven in 2008.
Reliance World:
Reliance World has gained popularity as a one-stop-shop for entertainment, communication, gaming and m-commerce. Thanks to the wide range of applications it has endeared itself to users from all walks of life. Reliance Mobile World's applications include mobile TV, videos, cricket updates, music, ringtones, M-Commerce, mobile mail, messaging, city and TV guides, railway reservations, banking, bill payment and examination results. Dial 1234, which is the voice interactive service of the Reliance Mobile World suite, has a bouquet of services such as Talking Message Service (TMS), My Tunes (Caller Ringback Tones), apart from the popular find-a-friend, play-a-song, ringtones, cricket and other services. Over 2,500 useful applications on Reliance Mobile World make the lives of the subscribers simple, productive and efficient.
Chairmans Profile:
Regarded as one of the foremost corporate leaders of contemporary India,Shri Anil D Ambani, is the chairman of all listed companies of the Reliance ADA Group, namely, Reliance Communications, Reliance Capital, Reliance Energy and Reliance Natural Resources limited. He is also Chairman of the Board of Governors of Dhirubhai Ambani Institute of Information and Communication Technology, Gandhi Nagar, Gujarat. Till recently, he also held the post of Vice Chairman and Managing Director of Reliance Industries Limited (RIL), Indias largest private sector enterprise. Anil D Ambani joined Reliance in 1983 as Co-Chief Executive Officer, and was centrally involved in every aspect of the companys management over the next 22 years. He is credited with having pioneered a number of path-breaking financial innovations in the Indian capital markets. He spearheaded the countrys first forays into the overseas capital markets with international public offerings of global depositary receipts, convertibles and bonds. Starting in 1991, he directed Reliance Industries in its efforts to rise over US$ 2 billion. He also steered the 100-year Yankee Bond issue for the company in January 1997 He is also Chairman of the Board of Governors of Dhirubhai Ambani Institute of Information and Communication Technology, Gandhi Nagar, Gujarat. Till recently, he also held the post of Vice Chairman and Managing Director of Reliance Industries Limited (RIL), Indias largest private sector enterprise.
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He is a member of:

Wharton Board of Overseers, The Wharton School, USA Central Advisory Committee, Central Electricity Regulatory Commission Board of Governors, Indian Institute of Management, Ahmedabad Board of Governors Indian Institute of Technology, Kanpur
In June 2004, he was elected for a six-year term as an independent member of the Rajya Sabha, Upper House of Indias Parliament a position he chose to resign voluntarily on March 25, 2006. Awards and Achievements:

Conferred the CEO of the Year 2004 in the Platts Global Energy Awards Rated as one of Indias Most Admired CEOs for the sixth consecutive year in the Business Barons TNS Mode opinion poll, 2004 Conferred The Entrepreneur of the Decade Award by the Bombay Management Association, October 2002 Awarded the First Wharton Indian Alumni Award by the Wharton India Economic Forum (WIEF) in recognition of his contribution to the establishment of Reliance as a global leader in many of its business areas, December 2001
Selected by Asia week magazine for its list of Leaders of the Millennium in Business and Finance and was introduced as the only new hero in Business and Finance from India, June 1999.
24
Chapter- IV
Product Profile
25
Product Profile
Mobile Phone Features:
Enjoy all the features of a mobile phone, i.e, SMS, in built caller line identification, voide mail, phonebook, speaker phone, etc.
City Mobility:
You can use your FWP anywhere within your city and still receive and make calls, at no extra cost.
R-services:
Caller no longer has to hear to engage tone. If you are talking on your mobile phone, call waiting allows you to receive another call even if you are already speaking to another caller.
Call hold:
Allows you to put your on- going call on hold and make/ receive other calls.
3-way call conferencing:
Allows you to set up a conference call between two people on your mobile handset.
26
CLIR (Call line identification restriction):
CLIR (Call line identification restriction) enables you to block the display of your phone number on the call recipients phone.
International Services:
Reliance mobile enables you to make/ receive calls and also send/ receive SMS to friends, relatives, business associates, etc across the world.
Value Roaming:
Roam the length and breadth of India. Reliance national roaming enables you to make/ receive calls with zero rentals. This also includes SMS and voice mails. This can be done from where ever you are at nominal rates.
You enjoy:
Zero roaming rent. Zero roaming deposits.
Internet on the move:
Reliance net connect, offers you high speed mobile internet service across the country.
27
Features:
Uninterrupted high speed wireless internet connectivity even in remote locations all over the country Better surfing speeds with download speeds up to 144kbps on your mobile handset. One time installation of the dial- up software enables the user to access the internet anywhere on the Reliance mobile phone network, without the need to change the dial- up configuration. Hassle- free connection.
Products and Services:
Prepaid connections, post paid connection, R connect, bill collection, broadband internet connection, fixed landline connection.
Handsets available: Nokia, Motorola, LG, Spice, Classic, Samsung & Sony Ericsson
28
Getting connected with Reliance:
Subscribe now; keep talking Now set yourself free with the new Reliance Mobile. Choose from our wide range of handsets and then choose a SIM of just Rs 99 to get connected or Rs 299 SIM to stay connected for lifetime.
Step 1: Fill up a Prepaid Customer Application form
To get a Reliance Prepaid connection, you need to submit a Customer Application Form. You can get the form at nearest Reliance Outlet.
Step 2: Get your documents ready If you want to submit both of Identity & address proof at one go, then you can submit any one from the list below: Passport Arms License Driving License Photo Identity card having address Election Commission ID card Any Other document containing photograph includes Ration card with photo address applicable for person whose photo is affixed. Central Government Health Scheme (CGHS/Ex-Servicemen Contributory Health Scheme (ECHS)card Certificate of Address having photo issued by MP/MLA/Group A Gazetted Officer in letter head. Certificate of Address with photo from government recognized educational institutions (For Students only)
29
If you want to submit separate document for identity and for address then the options available are:
For Identity Income Tax PAN Card Photo credit card For Address Ration card Water Bill (Not older than last months) Telephone bill of fixed line (Not older than last 3 months) Electricity Bill of state company(Not older than last 3 months) Income Tax assessment order Vehicle registration certificate Registered Sale/Lease Agreement.
Step 3: Walk into a Reliance Mobile Store or Reliance World Once you have all your documents ready, you need to submit them at nearest Reliance Outlet.
Step 4: Choose your tariff plan
Whatever be your usage pattern and your budget, we have just the plan to suit your need SMS 51234. Get tips on lifestyle, sports, news cricket scores, entertainment and a whole lot more. Just SMS 51234. Reliance Mobile World.
30
Chapter- V
Research Methodology
31
INTRODUCTION
The study was carried out at Gulbarga, Karnataka.
The Proposal is supported by company employees and CSD Team Leaders.
The Projection was made on the basis of a set of assumptions and policy statement as practiced by Reliance Communication, Gulbarga (K.A.).
Understanding from diallers satisfaction.
Searching new market as uncovered market.
32
Objective of Study
To study the customer satisfaction towards Reliance Communications with respect to Gulbarga City, Gulbarga, Karnataka.
To analyze the factors that affects the customers opinion.
To analyze the strengths, weakness, threats and opportunities for Reliance Communications.
To understand the various attributes that influences the buyers decision.
33
Scope of Study
The aim of marketing is to satisfy target customer needs and wants. The fields of customer preference studies how individuals, groups and organizations selects, buys, uses and disposes the goods and services.
This study helps in identification of customers preference, which is a main motive of perceived performance and expectation. If performance is not up to the mark of perceived goals and expectations, if performance is not to the mark then the customer is dissatisfied. And if suppose, the performance exceeds expectation then the brand name receives a higher customer loyalty.
As this study helps analyzing the purchase decision of the customer, thus it would help the management to rearrange their operations and efforts in order to achieve the specified goals and objectives.
The study helps in getting clues for developing the new product range, product features, price, channel, message and other important prospective.
34
Research Methodology
The study was carried out in Reliance Communications priority for a period of 30days. Both qualitative and quantitative data was useful to interpret the findings.
Method of data collection:
The data required for the survey was primary in nature. The situation demanded total collection of fresh data so as to arrive at a genuine conclusion and thereby suggest a practical solution.
Primary Data:
Primary data source was useful for implementing various programs and its special and its practical usage that benefits the customer. Questionnaire was prepared which includes both open and close ended questions. Analysis of data was done through tabulation and classification. Whenever necessary, data is produced in graphs. Analytical tests employed were found very useful in implementing the results. The entire findings were recorded and reviewed. Sample size: 50 Sample Method: Systematic
Analytical tests: Simple Tabulation Data presentation: tables and graphs. Preliminary survey:
A preliminary survey was conducted as a prelude to main survey. In this preliminary survey sample size was fixed 50 to administer the prepared questionnaire. Data was collected randomly and the efficiency of the questionnaire was tested which proved to be satisfactory.
35
Primary Survey:
The data collected was done through group survey of customers, people and students through the market visit with structured questions and discussed with the groups.
Sample Size:
Sample size was fixed 50 consumers who would be the target respondent. These respondents belong to Gulbarga city.
Sample Structure:
The questionnaire is structured. The contents of the questionnaire relate to customer satisfaction, rating and choices, and so on. All the questions are framed with a view to obtain easy and short answers.
Secondary Data:
The secondary data was collected from the companys profile, literature, journals and reviews. The information was collected through study of related journals, text books, websites and reference books.
36
Limitations of the Study
Due to lack of time and costs involved, universal sample could not be surveyed.
The result reveals the condition of only urban area, especially Gulbarga city and cannot be taken in a general view.
The analysis is based on the personal knowledge of the researcher.
Analysis of the survey is based on the assumption that the respondents divulged correct information.
As the sample size does not represent the entire market, the outcome of the study may not stand right at a different place.
Since the respondents non- cooperation in providing the complete information, a chance of bias might have crept in the research.
37
Chapter Scheme
The first chapter includes the introduction to the project
The second chapter reveals the Industry profile
The third chapter shows the company profile
The fourth chapter shows the product profile
The fifth chapter comprises of objectives of the survey, scope of the study, research methodology and limitations of the study
The sixth chapter presents the analysis and interpretation of the data
The seventh chapter consists of SWOT analysis, findings, conclusions and suggestions.
38
Chapter- VI
Analysis & Interpretation of Data
39
Analysis & Interpretation of Data
Table No. 1:
TABLE SHOWING THE AGE OF THE RESPONDENTS
AGE 18- 24 25- 35 36- 42 43 & above Total
No. Of Respondents 30 12 05 03 50
From the above table shows that sixty percentage of respondents were under the age group of 18- 24, twenty four percentage of respondents were under the age group 25- 35, and ten percentage in the age group 36- 42 and finally six percentage of the respondents were under the age group of 43 and above.
It is observed that the majority of users for Reliance Communications fall under the age group of 18- 24
40
SHOWING THE AGE OF THE RESPONDENTS
70
60 60
50
No. of respondents
40 Series 1 30 30 24 20 12 10 5 0 18- 24 25- 35 36- 42 43 and above 3 Series 2
10 6
AGE GROUP
41
Table No. 2
SHOWING THE GENDER OF THE RESPONDENTS
Gender Male Female Total
No. Of respondents 23 27 50
Te above table shows that forty six percentage of respondents belong to male category and remaining fifty four percentage of respondents belong to female category.
42
Graph no. 2
SHOWING GENDER OF RESPONDENTS
60
50
40 No. of Respondents
30
Series 1 Series 2
20
10
0 Male Category 2 GENDER
43
Table no. 3
SHOWING QUALIFICATION OF RESPONDENTS
EDUCATION Undergraduate Graduate Post Graduate
NO. OF RESPONDENTS 22 23 05
Total
50
From the above table it shows that forty four percentages of respondents belong to the undergraduate category, forty six percentage of respondents belong to the graduate category, ten percentage of respondents belong to the post graduate category. It is observed that the majority of respondents belong to the graduate class.
44
Graph No. 3
SHOWING QUALIFICATION OF RESPONDENTS
Post Graduate, 10% Undergraduate, 44%
Graduate, 46%
Undergraduate Graduate Post Graduate
45
Table no. 4
SHOWING OCCUPATIN OF RESPONDENTS
OCUPATION Students Business Employee Housewife Government servant Others Total
NO. OF RESPONDETS 28 06 06 07 06 50
From the above table it shows that 56% of respondents belong to the students, 12% of respondents are businessmen, 12% of respondents are employees, 14% of respondents belong to housewives, and 6% of respondents are government servant.
It is observed that the majority of respondents are students.
46
Graph No. 4
SHOWING THE OCCUPATION OF RESPONDENTS
Govt. Servant, 6%
Housewife, 14% Profession, 12% Students, 56% Business, 12% Students Business Profession Housewife Govt. Servant
47
Table No. 5
SHOWING AGE AND OCCUPATION OF RESPONDENTS
Occupation\ Age
Student
Business
Employee Housewife Government Servant
Others
Total
18- 24
27
01
02
30
25- 35 36-42 43 and above Total
01
03 01 02
03 01 01 06
05 02 01
12 05 03
28
06
07
03
50
From the above table, it shows that the 27% were students, 1% of respondents were employees who belong to the age group 18- 24. The 5% of respondents are housewives and 1% respondents were students who belong to the age group 25- 35. The 2% of respondents were businessmen and 1% of respondents were employees belonging to the age group of 36- 42.
48
Table No. 6 SHOWING ANNUAL INCOME OF THE RESPONDENTS
Annual Income Less than Rs. 20,000 Rs. 21,000 to 50,000 Rs. 51,000 to 1,00,000 Rs. 1,00,000 to 2,00,000 Rs. 2,00,000 and above Total
No. Of Respondents 22 10 07 04 07 50
From the above table we come to know that 44% of respondents belong to less than Rs. 20,000, 20% of respondents belong to Rs, 21,000 to 50,000, 14% of respondents belong to Rs. 51,000 to 1,00,000, 8% of respondents belong to Rs. 1,00,000 to 2,00,000 and 14% respondents belong to Rs. 2,00,000 and above annual income class respectively.
It observed that the majority of respondents belong to less than Rs. 20.000 annual income class.
49
Graph no. 5 SHOWING ANNUAL INCOME OF RESPONDENTS
Rs. 200000 and above, 14% Rs. 100000 to 200000, 8% Less than Rs. 20,000, 44% Rs. 21000 to 50,000, 20% Rs. 51000 to 100000, 14% Less than Rs. 20,000 Rs. 21000 to 50,000 Rs. 51000 to 100000 Rs. 100000 to 200000 Rs. 200000 and above
50
Table No. 7
SHOWING AGE GROUP AND ANNUAL INCOME OF RESPONDENTS
Income\ Age
Less than Rs. 20000
Rs. 21000 to 50000
Rs. 51000 to 100000
Rs. 100000 to 200000
Rs. 200000 and above
Total
18- 24 25- 35 36- 42 43 and above
16 06
04 02 03 01
05 02 02 02
05 02
30 12 05 03
Total
22
10
07
04
07
50
The above table shows that 16% of respondents earn less than 20,000 and likewise 4% of respondents belong to Rs. 21,000 to 50,000 belonging to age group 18- 24, 6% of respondents belong to less than 2% of respondents belong to 1,00,000 annual income are from the age group 25- 35. The 3% of respondents having a annual income of Rs. 21,000 to 51,000 and 2% of respondents having a annual income of Rs. 51,000- 1,00,000 belong to age group 36- 42
51
Table No. 6
SHOWING THE HANDSET BRAND AWARENESS OF RESPONDENTS
Handset Brand Nokia Motorola LG Classic Sony Ericsson Spice Samsung Others Total
No. Of Respondents 18 08 06 05 03 07 02 01 50
The above table represents that 36% of respondents are aware of the Nokia handsets, 16% of respondents are aware of Motorola handsets, 12% are aware of LG, 10% are aware of Classic, 6% of respondents are aware of Sony Ericsson handsets, 14% are aware of spice handsets, 4 % are aware of Samsung handsets, 2% of respondents are aware of other handsets.
It is observed that the majority of respondents are aware of Nokia handsets.
52
Graph no. 6
SHOWING HANDSET BRAND AWARENESS OF RESPONDENTS
Others , 2% Samsung, 4%
Nokia Spice, 14% Nokia, 36% Sony ericsson, 6% Classic, 10% Motorola LG Classic Sony ericsson Spice Samsung Others LG, 12% Motorola, 16%
53
Table No. 9
SHOWING THE HANDSET POSSESION STATUS OF THE RESPONDENTS
Opinion Yes No Total
No. Of Respondents 45 05 50
The above table shows that 90% of respondents posses handsets and the rest 10% of respondents did not posses a handsets.
It is observed that the majority of respondents are using mobile handsets.
54
Graph No. 7
SHOWING THE HANDSET POSSESSION STATUS OF THE RESPONDENTS
No, 10%
Yes No
Yes, 90%
55
Table No. 10
SHOWING DIFFERENT HANDSETS POSSESED BY RESPONDENTS
Handset Brand Nokia Motorola LG Classic Spice Samsung Others Total
No. Of respondents 14 03 10 05 04 06 03 45
From the above table we can interpret that 30% of respondents are having Nokia handsets, 6% of respondents use Motorola handsets, 22% of respondents use LG handsets, 12% of respondents are having Classic handsets, 8% are using Spice handsets, 13% of the respondents use Samsung handsets, 6% of respondents are using other brand handsets.
It is observed that the majority of the respondents are using Nokia handsets.
56
Graph No. 8
SHOWING DIFFERENT HANDSETS POSSESED BY RESPONDENTS
16 14 14
12 10 No. of respondents 10
8 6 6 5 4 4 3 3
0 Nokia Motorola LG Classic Handset Brand Spice Samsung Others
57
Table No. 11
SHOWING THE SOURCE THROUGH WHICH THE RESPONDENTS GOT AWARE ABOUT RELIANCE COMMUNICATIONS
Source TV ads Print Media Outdoor Publicity Friends/ Relatives Total
No. Of respondents 32 14 20 18 84
The above table shows that 38% of respondents got aware from TV and likewise, 16.6% from print media, 23.8% from outdoor publicity and the rest 21.6% of respondents got aware of Reliance Communications through friends and relatives.
It is observed that TV ads helped the respondents come to know about Reliance Communications, forming to be the majority with 38%
58
Graph No. 9
SHOWING THE SOURCE THROUGH WHICH THE RESPONDENTS GOT AWARE ABOUT RELIANCE COMMUNICATIONS
Friends/ Relatives, 21.60%
TV Ads, 38% TV Ads
Outdoor Facility, 23.80% Print Media, 16.60%
Print Media Outdoor Facility Friends/ Relatives
59
Table No. 12
SHOWING RESPONDENTS PURPOSE FOR USING THE RELIANCE COMMUNICATION ON THE BASIS OF VARIOUS REASONS
Reason For Communication For messaging For Style Easy to handle Total
No. Of Respondents 25 12 08 12 60
The table shows that 44% of respondents use their Reliance handsets for communication, 24% for messaging purpose, 12% for style and finally 20% for the purpose that it is easy to handle.
It is hence observed that majority of respondents us Reliacne for communication/ calling purpose.
60
Graph No. 10
SHOWING RESPONDENTS PURPOSE FOR USING THE RELIANCE COMMUNICATION ON THE BASIS OF VARIOUS REASONS
Easy to handle, 20% For Style, 13% For Communication, 42% For Communication For Messaging For Style For Messaging, 20% Easy to handle
61
Table No. 13
SHOWING REPONDENTS OPINION ABOUT SATISFACTION TOWARDS RELIANCE COMMUNICATION
Satisfaction Yes No Total
No. Of Respondents 37 13 50
It is observed that 74% of respondents are satisfied with the services provided by Reliance Communications and 26% of respondents are not. Hence concluding that majority of the customers are satisfied with Reliance Communications
62
Graph No. 11
SHOWING REPONDENTS OPINION ABOUT SATISFACTION TOWARDS RELIANCE COMMUNICATION
No, 26% Yes No Yes, 74%
63
Table No. 14
SHOWING CLASSIFICATION OF RELIANCE USED FOR VARIOUS ADDITIONAL REASONS
Reason User friendly Price Design Weight Size Games Standard battery Handsfree Total
No. of respondents 16 07 10 9 16 7 11 8 84
64
Graph No. 12
SHOWING CLASSIFICATION OF RELIANCE USED FOR VARIOUS ADDITIONAL REASONS
Hands free , 15% Standard battery, 13% Games, 8%
User Friendly, 19% Price, 8% Design, 12% Weight, 11%
User Friendly Price Design Weight Size
Size, 19%
Games Standard battery Hands free
65
Table No. 15
SHOWING RELIANCE COMMUNICATIONS HANDSETS ON THE BASIS OF RESPONDENTS OPINION
Ranking\ Handset Nokia Motorola LG Classic Sony Ericsson Spice
Excellent
Very Good
Good
Satisfactory
34 03 07 04 03 07
11 25 21 22 09 20
03 16 16 19 28 15
01 04 05 07 10 10
66
Graph No. 13
SHOWING RELIANCE COMMUNICATIONS HANDSETS ON THE BASIS OF RESPONDENTS VIEW
60
50
1 3 11
10
10
40
16 30
16 7 0 28
15
Satisfactory Good Very Good Execellent
20 34 10 9 0 Nokia 3 Motorola 7 LG 4 Classic 3 Sony Ericsson 7 Spice 25 21 22 20
67
Chapter- VII
SWOT Analysis
68
SWOT ANALYSIS
S- Strength
W- Weakness
O- Opportunities
T- Threats
69
Strengths:
One of the greatest strengths that Reliance communications has is their organization structure. Due to large number of branches
Strong culture is said to exist where staff respond to stimulus because of their alignment to organizational values. Reliance Communications Ltd. is India largest integrated communication service providers in the private sector Reliance Communication has an extensive international presence through the provision of long distance voice, data and internet service R- Sub Marine Cable Network Infrastructure globally
Weakness:
Reliance communication cordless handset (LS 110) was a huge failure Reliance has to improve on its network coverage Cost structure disadvantage as subscribers are spread over two different networks (GSM and CDMA) Mobile Number Portability Risks Accelerating Churn of Subscribers From CDMA to GSM
70
Opportunities:
New software market: Data traffic in mobile network is growing at a tremendous rate. People around the world are using different mobile networks which are directly relevant to personal needs. In recent years Reliance has added value through e- mail, java for downloading applications for young people who are interested in the new software market. Overseas investments
Lease Spare Capacity on Its CDMA Network to Mobile Virtual Network Operators.
Threats:
Competitive threats in the telecom industry Quicker Than Expected Slowing of Growth in the Indian Marketplace
71
Chapter- VIII
Findings, Conclusions, Suggestions
72
FINDINGS
It was found that 27% of Reliance Communications users were females and rest73% being male While carrying out the survey it was found that 22% of respondents belong to less than Rs. 22,000 annual income class The 30% of reliance communications users fall under the age group of 18- 24 The 23% of the subscribers were graduates It was found that the 28% of Reliance users were students It was found that 50% of respondents are aware of Reliance Communications It was found that 80% of respondents were already using mobile handsets. It was found that 32% of respondents got aware of Reliance Communications through TV ads It was found that 22% of Reliance Communications users are using it for the purpose of making/ receiving calls and 12% used because of the handsets user friendly interface. It was found that 74% of the Reliances subscribers are satisfied with its services. It was found that 60% of the respondents rated Reliance Communications as very good. The report finds that high quality services and advanced technology is vital for Reliance to achieve its goals.
73
Conclusion
With the help of the report we can conclude that Reliance established its leadership in telecom market due to its successful marketing strategies and internal management. Reliance philosophy is to learn continuously, to satisfy customers, and to respect every individual and pursue professionalism. As a leading telecommunication company in the global market, Reliance success attributes to the factor that its strengths and opportunities for Reliance suggests high quality services, advanced technology, global service and continuous introduction of new product range in the market. Hence we can conclude that Reliance Communications was a pioneer then and a leader now.
74
SUGGESTIONS
It is suggested that Reliance should improve on its network coverage area in rural areas. It is suggested that Reliance should consistently maintain its marketing strategies, operations and values for a better future. Reliance communications should work on the battery capacity and also keep the software upgraded for its handsets to satisfy its customers. The Company should focus on the distribution channels Reliance Communications should keep working and striving to win customer loyalty over its competitors.
75
Bibliography
Books:
1. Philip Kotler, Marketing management. 4th edition, Publishers: Pearson Education
2. Suja. R. Nair, Customer Behaviour. 1st edition, Publishers: Himalaya publishing house
3. G.C. Beri, Marketing Research. 3rd edition, Publishers: Tata MC Graw Hill
Website:
www.rcom.co.in
76
ANEXXURE
A study on customer satisfaction towards Reliance communications
1. Name
: __________________________________________
2. Address
: _________________________________________
3. Age
a) 18- 24 years b) 25- 35 years
( (
) )
c) 36- 42 years
) )
d) 43 years and above (
4. Sex a) Male
: ( ) b) Female ( )
5. Education: a) Undergraduate ( b) Graduate ( ) ) c) Post Graduate ( )
6. Occupation: a) Student b) Businessman c) Profession ( ( ( ) ) ) d) Housewife e) Govt. Servant f) Others ( ( ( ) ) )
77
7. Income per annum a) Less than Rs. 20,000 b) Rs. 21,000 to 50,000
: ( ( ( ) ) ) d) Rs. 1, 00,000 to 2, 00,000 e) Above Rs. 2, 00, 000 ( ( ) )
c) Rs. 51,000 to 1, 00,000
8. Which handset brands are you aware of : a) Nokia b) Motorola c) Sony Ericsson d) Classic ( ( ( ( ) ) ) ) e) Sony Ericsson f) Spice g) Samsung h) Other (please specify) ( ( ( ( ) ) ) )
9. Do you posses a handset a) Yes
: b) No ( )
10. If yes, which handset a) Nokia b) Motorola c) Sony Ericsson d) Classic
: ( ( ( ( ) ) ) ) e) Sony Ericsson f) Spice g) Samsung h) Other (please specify) ( ( ( ( ) ) ) )
11. How did you come to know about Reliance communications? a) TV ads b) Print Media ( ( ) ) c) Outdoor publicity d) Friends/ Relatives ( ( ) )
78
12. For what purpose you use Reliance Mobile: a) To make/receive calls b) For Messaging c) For style ( ( ( ) ) ) d) Easy to handle e) other (please specify) ( ( ) )
13. Are you satisfied with Reliance Communications a) Yes ( )
: b) No ( )
14. If yes, then for what reasons : a) User Friendly b) Price c) Style/ Design d) Weight ( ( ( ( ) ) ) ) e) Size f) Games g) Standard Battery h) Hands free ( ( ( ( ) ) ) )
15. Please rate the quality of service a) Satisfactory b) Good ( ( ) )
: c) Very good d) Excellent ( ( ) )
16. What specific measures you suggest, for a better handset : _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________
79

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Customer Satisfaction Towards Reliance

Alliance Business Academy,

Customer Satisfaction Towards Reliance Communications

Customer Satisfaction Towards Reliance Communications

Alliance Business Academy,

Customer Satisfaction Towards Reliance Communications

INTRODUCTION TO TELECOMMUNICATION INDUSTRY:

Alliance Business Academy,

Customer Satisfaction Towards Reliance Communications

INCREASING PRIVATE SECTOR PARTICIPATION:

About Reliance Communications:

Alliance Business Academy,

Customer Satisfaction Towards Reliance Communications

Strategic fit with Reliance Communications:

Alliance Business Academy,

Customer Satisfaction Towards Reliance Communications

History of Communications: Nathan Ensmenger, Ph.D April 4, 206

Alliance Business Academy,

Customer Satisfaction Towards Reliance Communications

Customer Satisfaction Towards Reliance Communications

Customer Satisfaction Towards Reliance Communications

Alliance Business Academy,

Customer Satisfaction Towards Reliance Communications

Alliance Business Academy,

Customer Satisfaction Towards Reliance Communications

Alliance Business Academy,

Customer Satisfaction Towards Reliance Communications

Reliance Infocoms current international roaming arrangement at a glance:

Telephone Cellular Communications Sprint PCS Mobile- 8 Telecom Mobile Ltd.

Alliance Business Academy,

Customer Satisfaction Towards Reliance Communications

The Board Of Directors:

Alliance Business Academy,

Customer Satisfaction Towards Reliance Communications

ORGANIZATIONAL CULTURE EVOLUTION:

FOUNDATIONS OF CULTURE EVOLUTION:

The level of individual:

The level of group:

Alliance Business Academy,

Customer Satisfaction Towards Reliance Communications

The level of Organization:

Insights on evolving culture:

The Blame culture:

Multi- directional culture:

Alliance Business Academy,

Customer Satisfaction Towards Reliance Communications

Live and let live:

Brand congruent cultures:

Leadership enriched culture:

Alliance Business Academy,

Customer Satisfaction Towards Reliance Communications

Alliance Business Academy,

Customer Satisfaction Towards Reliance Communications

Alliance Business Academy,

Customer Satisfaction Towards Reliance Communications

Modify the organization to support organizational change:

The fourth step is to modify the organization to support organizational change.

Develop ethical and legal sensitivity:

Alliance Business Academy,

Customer Satisfaction Towards Reliance Communications

A glance at Reliance Communications:

Some highlights of Reliance Communications operations:

Customer Satisfaction Towards Reliance Communications