A project on

COMPARATIVE ANALYSIS OF TELECOM SERVICE PROVIDERS IN DEHRADUN: CONSUMER PERSPECTIVE.

Under the Guidance of: Mrs. RATNA BANERJEE

Submitted by: PRATYAKSH SEHGAL Roll No.: - R440209025 SAP ID: - 500008693 Integrated B.Tech (Applied Petroleum Engineering) + MBA (Oil & Gas Management)

Working title/topic of research Comparative analysis of telecom service providers in Dehradun: Consumer perspective. Purpose of research The research work is being undertaken to gauge the satisfaction level of the customers of various telecom service providers (TSP) in Dehradun. With allocation of new spectrum in the year 2008, many telecom/non-telecom companies including foreign players jumped into the fray with special focus on the UP-West circle (which includes Dehradun). As a result, the number of operators in this circle alone increased to around ten but all of these TSPs differ in their tariffs as well as the quality of service they provide. This research work will include comparision of the basic services like network coverage, call quality etc. as well as the value added services (VAS) like GPRS and 3G which are being provided by the various TSPs. The data would be collected by means of questionnaire and its analysis would be done to identify the facilities that a consumer enjoys and the problems that he faces according to which the necessary recommendations/suggestions would be made.

Review of literature The telecom sector reforms were undertaken in three phases. The first phase began in the 80s, when private manufacturing of customer promise equipment was given a go-ahead in 1984. A proliferation of individual STD/ISD/PCO network also took place throughout the country by way of private individual franchises. MTNL was created out of the department of telecommunication (DOT) to handle the sectors of Mumbai and Delhi. Later Videsh Sanchar Nigam (VSNL) became the international service provider catering to telecom services originating from India. The second phase of reforms commenced in 1991 with the announcement of new economic policy. The government delivered the manufacturer of telecom equipment in 1991. It also ahead up radio services in 1992. In 1994, basic telephony was opened to the private sector by granting operating licenses to six companies. Also part of the second phase was the introduction of the National Telecom Policy 1994. It emphasized universal service and qualitative improvement in telecom services among other objectives. An independent statutory regulatory was established in 1997, Internet services were opened up in 1998. The third phase & reforms began with the announcement of the new telecom policy in 1999. The theme of NTP was to usher in full competition through a restricted entry of private players in all service sectors. The policy favored the migration of existing operators from the era of fixed license fee regime to that of revenue sharing. The policy further declined the strengthen of the regulator opening up of international long distance (ILD) and National Long Distance (NLD) services to the private sector and corporation of telecom services. The year 2001 witnessed the entry of private operators in offering basic telephony and NLD services. The telecom sector began witnessing a trend of growth with these reforms basic services were
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opened for unlimited competition more licenses were issued to the private sector for cellular services. There has also been a considerable increase in the rate of tale density. The telecom sector has thus completely changed both in terms of coverage and efficiency of services. Provision of landlines a demand, digital telephone, exchanges and the acceptability of optic fiber and wireless technology are a few instances of the change that took instances of the change that took place in the industry. Cellular telephone services have achieved great commercial success; because users recognize the mobile telephone access can improve productivity and enhance safety. A new subscriber is opting for cellular services for personal security, safety and convenience. Increase in demand and the poor quality of existing telecommunications landline services. Mobile service providers will be benefited from the research, the ways to improve their quality of service and to support more users in their system. The present study will be made to identity the customers attitude towards telecom services. Many private operators have entered in to the telecom segment to provide services. It has brought heavy competition in to the market. They have to find out the customers attitudes towards this service which could be useful to formulate new strategies policy and market their services in a better way. Research objectives To do the comparative analysis of various telecom service providers (TSPs) in Dehradun. To find the satisfaction level as well as awareness level of the consumers of these TSPs. To study the different marketing strategies of these companies and their effects through consumer response.

Research design, tools and methodology

To gain also better understanding of relationship between service quality and customer satisfaction, qualitative research is found more appropriate for study. DATA COLLECTION PRIMARY DATA Primary data will be collected through questionnaires and interviews. Along with filling up of questionnaire interviews with customer will be done. This will be the major data since the aim of the study is the consumer perceived service quality and how it is related to customer satisfaction our main focus is thus the customer. SECONDARY DATA Secondary data will be collected from companys website, newspapers journals and magazines. RESEARCH DESIGN The emphasis here is on studying a situation or a problem on order to explain the relationship between variables. Studies that establish causal relationship between variables may be termed explanatory studies.
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RESEARCH AREA The research area in Dehradun city in which there are around 8 TSPs including national players like Airtel, Vodafone and BSNL. RESEARCH STRATEGY Research Strategy will contain clear objective, derived from research questions specify the sources from which researchers intend to collect the data and consider the constraints that researcher will in enviably have such as access to data , time , location, and money , ethical issues. Research strategy applied in this study is survey. Survey allows the collection of large amount of data from a sizable population in a highly economic way. For the survey purpose a questionnaire is designed according to the objectives developed based on the research questions. SAMPLING Convenient sampling method will used and the size of the sample will restricted to 100 in this area.

Limitations of the study

The study is an attempt to point out the services provided by the TSPs in Dehradun city. Following are the limitations of the study. 1. The usual limitations of resources in terms of money and time at the disposal of the researcher have contributed to limit the scope of the study. 2. The present study is limited to Dehradun city. 3. All the information furnished by the customers will be treated as correct

Time schedule/plan

Synopsis September

Drafting questionnaire

Literature review Analyse data

Main collection

data

October November

Complete data Analyse data & collection

Write dissertations first draft Proofing/Checking

December

Complete first Discuss draft Second Draft draft with mentor