A

COMPREHENSIVE PROJECT REPORT

ON
STUDY ON CONSUMER SATISFACTION
LEVEL OF THE MOBILE DATA USERS IN
AMRELI CITY
Submitted to:(K.K. Parekh Institute of Management Studies)
IN PARTIAL FULFILLMENT OF THE
REQUIREMENT OF THE AWARD FOR THE DEGREE
OF
MASTER OF BUSINESS ASMINISTRATION IN

UNDER THE GUIDANCE OF

Mr. Vipul Kalathiya

Submitted by:Jigar B.Jani - 127220592016
Ketan Dobariya - 137220592019
Batch no: 2013-2015
M.B.A SEMESTER. IV

STUDENT DECLARATION
We are ketan dobariya and jigar b.jani. declare that the report for Comprehensive
Project entitled STUDY ON CONUMER SATISFACTION LEVEL OF THE MOBILE
DATA USERS IN AMRELI CITY is a result of our own work and our indebtedness to other
work publications, references, if any, have been duly acknowledged.

Place: Amreli

Ketan Dobariya

Date:

Jigar B.Jani

PREFACE
This project provides an opportunity to demonstrate application of our knowledge, skill and
competencies required during the technical session. This project helps us to devote our skill
to analyze the problem to suggest alternative solutions and to evaluate them.
we are worked on the topic STUDY ON CONUMER SATISFACTION LEVEL OF THE
MOBILE DATA USERS IN AMRELI CITY
We are put our level best to prepare our project an error free project every effort has been
made to offer the most authenticate position with accuracy.

ACKNOWLEDGEMENT
Success of one is always due to contribution from different people. For successful completion
of our project work on this subject we would like to acknowledge all those who have been
instrumental in making it possible. It is almost a ritual to begin the report with an
acknowledgement. It is a heart-full thanks to all those who made our project a great learning
experience. I wish to express our sincere appreciation to all of those whose works and ideas
have been helpful in writing this report. I feel very much obliged to our Honourable academic
Director, Dr. Vishal Patidar I have also thankful to GUJARAT TECHNOLOGICAL
UNIVERSITY for giving us an opportunity to be a part of this project.
We express our deepest sense of gratitude to our guide Mr.vipul kalathiya who helped us
during the project work. We would like to thanks other team of faculty who gives us a
precious knowledge. This project would not have been possible without the confidence,
endurance and support of our guide. Our guide has always been a source of inspiration and
encouragement.
At last, I would like to thanks k. k. Parekh Institute of Management studies - Amreli for
giving us the opportunity to work on this project STUDY ON CONUMER SATISFACTION
LEVEL OF THE MOBILE DATA USERS IN AMRELI CITY in final semester of MBA.

EXECUTIVE SUMMARY

That primitive wireless network could not handle large call volumes. A single transmitter
on a central tower provided a handful of channels for an entire metropolitan area. Between
one and eight receiver towers handedl the call return singles. At most, three subscribers
would have to listen for someone else on the line before making a call.
Expensive and far from mobile the service cost $15 per month, plus 30 to 40 cents per local
call, and equipment weighed 80 pounds. Just as they would use a CB microphone, users
depressed a button on the handset to talk and released it to listen.
Mobile Web access today still suffers from interoperability and usability problems.
Interoperability issues stem from the platform fragmentation of mobile devices, mobile
operating systems, and browsers. Usability problems are cantered around the small physical
size of the mobile phone form factors.

INDEX
NO
CH-1

PARTICULARE

PG NO.

OVERVIEW OF INDUSTRY

1.1

ABOUT THE MOBILE INDUSTRY

1.2

HISTORY OF MOBILE PHONES

CH-2

MOBILE INTERNET IN INDIA

2.1

ABOUT THE MOBILE INTERNET

2.2

MOBILE INTERNET IN INDIA

2.3

INDIAS MOBILE INTERNET USER GROWTH RATE

2.4

MOBILE PHONE & SMART PHONE USAGE STATISTICS

2.5

MOBILE INTERNET SERVICE PROVIDER

CH-3

RESEARCH STUDY

3.1

LITERATURE REVIEW

22

3.2

RESEARCH STUDY

24

3.3

RESEARCH DESING

26

CH-4

DATA ANALYSIS AND INTERPRETATION

27

CH-6

LIMITATIONS

38

CH-7

FINDINGS

39

CH-8

SUGGESTIONS

40

CH-9

CONCLUSION

41

CH-10

BIBLIOGRAPHY

42

CH-11

ANNEXTURE

43

ABOUT THE MOBILE INDUSTRY

8

Mobile phone technology is based upon radio technology that was developed from the
1940s; the first office mobile phone was used in Sweden by the Swedish police in 1946. The
technology was linked to the telephone network and was characteristic of two way ratio
technology. However, the phone was not very practical; it was only able to make 6 phone
calls before the cars battery was drained. D.H. ring from bell lads started the technology of
modern cell phone in 1947. Which evolved to first generation cell phones in 1983, second
generation cellular phone in the early 1990s and the third generation cellular phone that are
currently available today?

The mobile phone making the call sends out a signal using microwaves. There microwaves
are picked up by one those phone masts (they look like big aerials, often on the top of high
buildings.) to the phone mast detected to be closest to down phone. The mast emits the single
as microwaves to be picked up by the receiving phone and create the connection.

For their pioneering work in cellular telephony, AT&T labs researchers Richard frenkiel and
Joel Engel earned the national medal of technology. Cellular telephony has spawned a multibillion dollar industry and has freed tens of millions of people, both at home and at work, to
communicate anywhere, any time.

HISTORY OF MOBILE PHONES

9

Todays communication industry would not be what it is without the contribution made by
RICHARD H. AND JOLE S. ENGEL. The big breakthrough came when AT&T labs
researcher frenkiel and engel divided wireless communication into a series of cells, then
automatically switched callers as they moved so that each cell could be reused. This led to the
development of cellular phone and todays mobile communications possible.
On June 17, 1946 a driver in St. Louis, Missouri, pulled out a handset from under his cars
dashboard, placed a phone call and made history. It was the first mobile telephone call. A
team including Alton Dickinson, H.I.Romnesand D. Mitchell from bell labs, worked more
than a decade to achieve this feat. By 1948, wireless telephone service was available in most
available in almost 100 cities and highway corridors. Customers include utilities, luck fleet
operators and reporters. However, with only 5,000 customer making 30,000 weekly calls, the
service was far from commonplace.
That primitive wireless network could not handle large call volumes. A single transmitter
on a central tower provided a handful of channels for an entire metropolitan area. Between
one and eight receiver towers handled the call return singles. At most, three subscribers
would have to listen for someone else on the line before making a call.
Expensive and far from mobile the service cost $15 per month, plus 30 to 40 cents per local
call, and equipment weighed 80 pounds. Just as they would use a CB microphone, users
depressed a button on the handset to talk and released it to listen.
Improved technology after 1965 brought a few more channels, customer dialing and
eliminated the cumbersome handset. But capacity remained so limited that bell system
officials rationed the services to 40,000 subscribers guided by agreements white state
regulatory agencies. For example, 2,000 subscribers in New York City shared just 12
channels, and typically waited 30 minutes to place a call. It was wireless, but with strings
attached.

Something better- cellular telephone service had been conceived in 1947 by D.H. Ring at
bell labs, but the idea was not ready for prime time. The system comprised multiple lowpower transmitters spread throughout a city in a hexagonal grid, with automatic call handoff
10

from one hexagon to another and reuse of frequencies within a city. The technology to
implement it didnt and reuse of frequencies within a city. The technology to implement it
didnt exist, and frequencies needed were not available. The cellular concept lay Barron until
the 1960s, when Richaed Frenkiel and Joel Engle of bell labs applied computers and
electronic to make it work.
AT&T turned their work into a proposal to the Federal communication commission (FCC)
IN December 1971, after years of hearings the FCC approved the overall concept, but
licensed two competing system in each city.
Modern mobile telephony took a giant leap forward on April 3, 1973; Motorola employee
martin cooper placed a call to rival AT&TS Bell labs while the streets of New York City
talking on the first mobile telephone, a Motorola dyna TAC.

11

ABOUT THE MOBILE INTERNET

The Mobile Web refers to browser-based access to the Internet or web applications using a
mobile device - such as a Smartphone - connected to a wireless network. In 2008 an
12

important milestone in the transition from fixed to mobile Web use was reached when mobile
access to the Internet exceeded desktop computer-based access for the first time (source:
International Telecommunications Union, Oct 2009). In 2010, cell phones are used more for
datathan for calls
Mobile Web access today still suffers from interoperability and usability problems.
Interoperability issues stem from the platform fragmentation of mobile devices, mobile
operating systems, and browsers. Usability problems are cantered around the small physical
size of the mobile phone form factors.
Moving forward, the distinction between the Mobile Web and native mobile applications is
anticipated to become increasingly blurred, as mobile browsers gain direct access to the
hardware of mobile devices (including accelerometers and GPS chips), and the performance
of browser-based applications improve (speed- and capability-wise). Persistent storage and
access to sophisticated user interface graphics functions may further reduce the need for the
development

of

platform-specific

native

applications.

Once users are unable to differentiate between native and mobile web applications, the
Mobile Web will refer generically to applications and web access from a mobile device.

'Mobile Internet' refers to access to the Internet from a mobile device, such as a Smartphone
or laptop via integrated capabilities or via an independent device.

Today USB modems are HSPA (3.5G) modems. Many users "tether" their smart phones to
their laptop or personal computer with the wireless device providing access to the Internet via
3G, GPRS or CSD.

USERS OF MOBILE INTERNET IN INDIA

Top 8 Indian Cities with highest Internet users

13

While Mumbai has the highest number of internet users, Delhi registered maximum growth
as compared to last year. They had 8.1 million in 2013 compared to 12.15 million in 2014, a
growth over 50 percent compared to last year.
Mumbai grew at 37 percent Y-O-Y followed by Bangalore at 36 percent Y-O-Y. Pune and
Hyderabad registered a growth of 33 percent each.
Overall, the top 4 metros (Mumbai, Delhi, Kolkata and Chennai) have a 23% penetration of
Internet Users in India. The other 4 Metros (Bangalore, Hyderabad, Ahmedabad and Pune)
have 11% penetration of Internet Users, with Bangalore registering the highest growth.

Internet Users in A Cities

Among the smaller cities (who have population of more than 10 lakh people), Surat
registered maximum number of users with 2.97 million users followed by Jaipur and
Lucknow.

14

While the internet penetration in Metros is quite respectable at 23 percent, all other cities in
India have close to 10 percent penetration or lower. And overall, in rural areas, internet
penetration is abysmally low.
Considering that majority of Indian population still resides in rural areas, on a global level,
India has one of the poorest internet penetrations in the world.
The reasons for poor internet penetration are many, but the 2 most important factors remain to
be poor broadband connectivity and high internet prices. Infact, due to rise in mobile phones,
India has more or less skipped the broadband generation and moved to mobile internet, which
again is quite expensive to most most people in India.
We hope the new Government, which is more technology tilted than any of the previous ones,
takes this seriously and ensures that internet penetration improves in India.

INDIAS MOBILE INTERNET USER GROWTH RATE

15

 Internet has posted 85% rise in its mobile subscribers annual growth rate in the
mobile internet user base in 2014.
Telecom revenue in India during 2005-06

was $19.50 billion.

Average revenue per user (ARPU) in India and china is comparable in GSM per paid
segment but ARPU for post paid segment in china is much higher.
ARPU for CDMA services are along higher in china in comparison to India.
Minutes of user of GSM and CDMA based cellular mobile telephone services in
India are 30% and 70% respectively.
In 2011, 30 million handset has been sold. In 2012 it crossed by 69.3 million so you
can imagine the growth rate of Indias mobile phone industry.

MOBILE PHONE & SMART PHONE USAGE STATISTICS

(YEAR 2014)

16

 89% of humans own a mobile phone.

9 out of 10 smart phones users use their phone on a daily basis.
The most popular smart phone activity is texting, followed by internet browsing and
playing games.
A higher percentage of android users are below the age of 34 in comparison to I
phone users.
People between the ages of 25 and 34 are more likely to own a smart phone (79%)
than any other age group.
Android users consume the more data on a monthly basis (582 MB) compared to
users of other mobile operating system.

MOBILE INTERNET SERVICE PROVIDER

17

Service providers

18

TOTAL NO. OF
SUBSCRIPBERS

MARKET
SHARE (%)

39,489,014

25.80

34,405,411

22.47

25,492,072

16.65

RELIANCE

20,857,148

13.62

BSNL

14,256,057

9.31

AIRCEL LTD

12,125,032

7.92

UNITECH WIRLESS

3,719,264

2.42

TATA

2,737,601

1.79

TOTAL

1,53,081,599

100%

NO.

SERVICES PROVIDER
BHARTI AIRTEL

VADOFONE
IDEA

1) VODAFONE

19

Type

Public limited company

Industry

Telecommunications

Predecessor(s)

Racal Telecom (1983 to 1991)

Founded

1991 - Newbury, Berkshire, United Kingdom

London, United Kingdom

Headquarters

(Head office)

Newbury, Berkshire, United Kingdom

(Registered office)

Area served
Key people
Products

Worldwide
Gerard Kleisterlee (Chairman)
Vittorio Colao (CEO)
Fixed line and mobile telephony, Internet
services, digital television

Revenue

38.34 billion (2014)

Operating income

-3.14 billion (2014)

Profit

59 million (2014)

Total assets

121.84 billion (2014)

Total equity

70.80 billion (2014)

Employees

92,812 (2013)

HISTORY OF VODAFONE

20

Vodafone is a British multinational telecommunications company headquartered in London

and with its registered office in Newbury, Berkshire. It is the world's second-largest mobile
telecommunications company measured by both subscribers and 2011 revenues (in each case
behind China Mobile), and had 439 million subscribers as of December 2011.
Vodafone owns and operates networks in over 30 countries and has partner networks in over
40 additional countries. Its Vodafone Global Enterprise division provides telecommunications
and IT services to corporate clients in over 65 countries.Vodafone has a primary listing on the
London Stock Exchange and is a constituent of the FTSE 100 Index. It had a market
capitalization of approximately 89.1 billion as of 6 July 2012, the third-largest of any
company listed on the London Stock Exchange.
The name Vodafone comes from voice data fone, chosen by the company to "reflect the
provision of voice and data services over mobile phones".

Products and services

Products promoted by the Group include Vodafone live!, Vodafone Mobile Connect USB
Modem, Vodafone Connect to Friends, Vodafone Euro traveller, Vodafone Freedom Packs,
Vodafone at Home, Vodafone 710 and Amobee Media Systems.
In October 2009, it launched Vodafone 360, a new internet service for the
mobile, PC and Mac. This was discontinued in December 2011 after disappointing hardware
sales. This was after The Director of Internet Services resigned in September 2010 tweeting
"5 days before I leave Vodafone. Freedom beckons." In February 2010, Vodafone launched
world's cheapest mobile phone known as Vodafone 150, will sell for below $15 (10) and is
aimed at the developing world. It will initially be launched in India, Turkey and eight African
countries including Lesotho, Kenya and Ghana.

2) IDEA
21

Type

Public limited company

Industry

Telecommunications

Founded

1995

Headquarters

Santacruz East, Mumbai, India

Key people

Kumar Mangalam Birla

(Chairman)

Products

Mobile telephony, Wireless broadband

Revenue

265 billion (US$4.2 billion) (201314)

Operating income

28.79 billion (US$450 million) (2011)

Net income

19.68 billion (US$310 million) (201314)

Total assets

US$5.334 billion (2010)

Employees

15.05 crore(2014)

Parent company

Aditya Birla Group (49.05%)

Axiata Group Berhad (19.96%)
Providence Equity (10.6%)

Website

www.ideacellular.com

HISTORY OF IDEA
22

In 2000, Tata Cellular was a company providing mobile services in Andhra Pradesh. When
Birla-AT&T brought Maharashtra and Gujarat to the table, the merger of these two entities
was a reality. Thus Birla-Tata-AT&T, popularly known as Batata, was born and was later
rebranded as IDEA.
Then Idea set sights on RPGs operations in Madhya Pradesh which was successfully
acquired, helping Batata have a million subscribers, and the licence to be the fourth operator
in Delhi was clinched.
In 2004, Idea (the company had by then been rechristened) bought over the Escorts groups
Escotel gaining Haryana, Uttar Pradesh (West) and Kerala and licences for three more
UP (East), Rajasthan and Himachal Pradesh. By the end of that year, four million Indians
were on the companys network. In 2005, AT&T sold its investment in Idea, and the year after
Tatas also bid good bye to pursue an independent telecom business. And Idea was left only
with one promoter, the AV Birla group. Rs 2,700 crore adding Punjab and Karnataka circles.
Modis joint venture partner, Telekom Malaysia, invested Rs 7,000 crore for a 14.99% stake
in Idea. Just around then, Ideas subsidiary, Aditya Birla Telecom sold a 20% stake to USbased Providence Equity Partners for over Rs 2,0000 crore.

Services (3G)
On 19 May 2010, the 3G spectrum auction in India ended. Idea paid 5768.59 crores for
spectrum in 11 circles. The circles it will provide 3G in are Andhra Pradesh, Gujarat,
Haryana, Himachal Pradesh, Jammu & Kashmir, Kerala, Madhya Pradesh, Maharashtra &
Goa, Punjab, Uttar Pradesh (East) and Uttar Pradesh (West).
On 28 March 2011, Idea launched 3G services in Gujarat, Himachal Pradesh and Madhya
Pradesh.[5] The launch cities were Ahmedabad, Shimla and Indore. This makes Idea the sixth
private operator (eighth overall) to launch its 3G services in the country following Tata
Docomo, Reliance Communications, Airtel, Aircel and Vodafone.
Idea currently supports up to 21.1 Mbit/s, over 2G speeds of 256 kbit/s. However, different
handsets support different speeds, from 384 kbit/s, 3.6 Mbit/s, 7.2 Mbit/s or 21.1 Mbit/s.
Speeds also depend on the 3G plan/recharge that users opt for.

3) AIRTEL
23

Type

Public limited company

Industry

Telecommunications

Predecessor(s)

Bharti Airtel

Founded

1995

Headquarters

Bharti Crescent, 1,
Nelson Mandela Road,
New Delhi, India

Area served

South Asia, Africa, and the Channel Islands

Key people

Sunil Bharti Mittal

Products

Fixed line and mobile telephony, broadband and fixed-line

internet services, digital television and IPTV

Revenue

71.52 billion (US$14 billion) (201314)

Operating income

248.62 billion (US$3.9 billion) (201314)

Profit

32.66 billion (US$510 million) (201314)

Total assets

432.72 billion (US$6.8 billion) (201314)

Total equity

1660.00 billion (US$26 billion) (201314)

Employees

24,720 (201314)

HISTORY OF AIRTEL
24

Sunil Bharti Mittal founded the Bharti Group. In 1983, Mittal was in an agreement with
Germany's Siemens to manufacture push-button telephone models for the Indian market. In
1986, Mittal incorporated Bharti Telecom Limited (BTL), and his company became the first
in India to offer push-button telephones, establishing the basis of Bharti Enterprises. By the
early 1990s, Sunil Mittal had also launched the country's first fax machines and its first
cordless telephones. In 1992, Mittal won a bid to build a cellular phone network in Delhi. In
1995, Mittal incorporated the cellular operations as Bharti Tele-Ventures and launched
service in Delhi. In 1996, cellular service was extended to Himachal Pradesh. In 1999, Bharti
Enterprises acquired control of JT Holdings, and extended cellular operations to Karnataka
and Andhra Pradesh. In 2000, Bharti acquired control of Skycell Communications, in
Chennai. In 2001,
The company acquired control of Spice Cell in Calcutta. Bharti Enterprises went public in
2002, and the company was listed on Bombay Stock Exchange and National Stock Exchange
of India. In 2003, the cellular phone operations were rebranded under the single Airtel brand.
In 2004, Bharti acquired control of Hexacom and entered Rajasthan. In 2005, Bharti extended
its network to Andaman and Nicobar. This expansion allowed it to offer voice services all
across India. In 2009, Airtel launched its first international mobile network in Sri Lanka. In
2010, Airtel acquired the African operations of the Kuwait based Zain Telecom. In March
2012, Airtel launched a mobile operation in Rwanda.

Services (3G)

On 18 May 2010, the 3G spectrum auction was completed and Airtel paid the Indian
government 122.95 billion (US$1.9 billion) for spectrum in 13 circles, the most amount
spent by an operator in that auction. Airtel won 3G licences in 13 telecom circles of India:
Delhi, Mumbai, Andhra Pradesh, Karnataka, Tamil Nadu, Uttar Pradesh (West), Rajasthan,
West Bengal, Himachal Pradesh, Bihar, Assam, North East, and Jammu & Kashmir. Airtel
25

also operates 3G services in Maharastra & Goa and Kolkata circles through an agreement
with Vodafone and in Gujarat through an agreement with Idea.
On 24 January 2011, Airtel launched 3G services in Bangalore, Karnataka its largest
circle by revenue. With this launch, Airtel became the third private operator (fifth overall) to
launch its 3G services in the country following Tata Docomo and Reliance Communications.
[33]

On 27 January 2011, Airtel launched 3G in Chennai and Coimbatore in Tamil Nadu. On

27 July 2011, 3G services were launched in Kerala's 3 largest cities - Kochi, Kozhikode and
Thiruvananthapuram.
Airtel 3G services are available in 200 cities through its network and in 500 cities through
intra-circle roaming arrangements with other operators. Airtel had about 5.4 million 3G
customers of which 4 million are 3G data customers as of September 2012.

4G
On 19 May 2010, the broadband wireless access (BWA) or 4G spectrum auction in India
ended. Airtel paid 33.1436 billion (US$510 million) for spectrum in 4 circles: Maharashtra
and Goa, Karnataka, Punjab and Kolkata. The company was allocated 20 MHz of BWA
spectrum in 2.3 GHz frequency band. Airtel's TD-LTE network is built and operated by ZTE
in Kolkata and Punjab, Huawei in Karnataka, and Nokia Siemens Networks in Maharashtra
and Goa.[36] On 10 April 2012, Airtel launched 4G services using TD-LTE technology in
Kolkata, becoming the first company in India to offer 4G services. The Kolkata launch was
followed by launches in Bangalore (7 May 2012), Pune (18 October 2012), and Chandigarh,
Mohali and Panchkula (25 March 2013)
Airtel plans to provide voice services for its TD-LTE subscribers through its existing GSM
network, which would make it the only operator in India to combine voice with TD-LTE
services through GSM network. Airtel selected Nokia Siemens Networks to deploy its Circuit
Switched FallBack (CSFB) voice solution in Airtels TD-LTE network in Pune. With CSFB,
the network can transfer customers to GSM platform to make and receive voice calls while
retaining the TD-LTE network for data services.

4) TATA DOCOMO

26

Type

Joint venture

Industry

Telecommunications

Founded

2008

Headquarters

New delhi,

Area served

India

Key people

Ratan tata

Products

Mobile network, fixed wireless telephone use internet dongl

Parent

Tata tele services 74%

NTT DOCOMO 26%

HISTORY OF TATA DOCOMO

27

TATA DOCOMO is part of the Indian conglomerate Tata Group. The company received the
license to operate GSM services in nineteen telecom circles and was allotted spectrum in
eighteen of these circles and launched GSM services on 24 June 2009. It began operations
first in South India and currently operates GSM services in eighteen of twenty two telecom
circles. It has licences to operate in Delhi but has not been allocated spectrum from the
Government.

Docomo provides services throughout India. Tata DOCOMO offers both

prepaid and postpaid cellular phone services. It has become very popular with its one second
pulse especially in semi-urban and rural areas.
On 5 November 2010, Tata DOCOMO became the first private sector telecom company to
launch 3G services in India. Tata DOCOMO had about 42.34 million users at the end of
December 2010.In April 2011, TATA DOCOMO signed on Bollywood actor Ranbir Kapoor
as its brand ambassador on a three year contract.
On 20 October 2011, Tata DoCoMo brought its brands - CDMA, GSM, Walky (Fixed
Wireless Phone), Photon, INTERNET - under the Tata Docomo name. All subscribers to
these services were migrated to the Docomo brand on 20 October 2011. The companys other
brands - Virgin Mobile and T24 - are not part of the rebranding and will retain their names.

Service (3G)
On 19 May 2010, the 3G spectrum auction in India ended. Tata Docomo paid 6964.29 crores
for spectrum in 22 circles. These circles obtained 3G licences and they are Madhya Pradesh,
Gujarat, Haryana, Karnataka, Kerala, Maharashtra & Goa, Punjab, Rajasthan, and Uttar
Pradesh (West).
On 5 November 2010, Tata DOCOMO became the first private sector telecom company
(third overall) to launch 3G services in India, with a 20 city launch. Tata Docomo's HSPA+
3G networks, set up with the assistance of NTT Docomo, supports high-speed internet access
with speeds of up to 21.1 Mbit/s. The network also supports high definition voice for superior
quality voice calls.
On July 19, 2011, Docomo and Aircel entered into a roaming agreement for 3G services to
jointly roll out 3G networks in the circles where they both have spectrum.In the spectrum

28

BSNL MOBILE

Type

State-owned enterprise

Industry

Telecommunications

Founded

October 2000

Headquarters

New Delhi, India

Area served

India

Services

Mobile Network
Broadband

Revenue

271.29 billion (2013)

Operating income

-79.55 billion (2013)

Profit

-78.84 billion (2013)

Total assets

956.89 billion (2013)

Total equity

956.89 billion (2013)

Employees

2,38,277 as on 31.03.2014

Parent

Bharat Sanchar Nigam Limited

29

HISTORY OF BSNL

BSNL Mobile is a mobile phone service provider provided by the Indian public enterprise
BSNL. It was formerly known as CellOne. It provides both pre-paid and post-paid mobile
services as well as many value added services.
Bsnl Mobile has pan-India presence with presence in all the 21 telecommunication cellular
circles in India. Bsnl Mobile provides all of India with roaming access, including Delhi and
Mumbai, and International roaming access to more than 300 networks across the world.
Many private Telecom Operators have entered in Indian market and acquired many customers
and have given stiff competition to Cellone in recent years. The major private players are
BhartiAirtel, Reliance Communications, Tata Communications, Aircel and many more.
CellOne started their GPRS/EDGE service on 2005 and has coverage major cities and towns
and more places are being covered.
3G
BSNL has now introduced 3G services: BSNL has started its 3G services before the
allocation of spectrum to private operators in India. Other private players are expected to roll
out their 3G services when they are allocated the spectrum for respective circles in 2nd half
of 2010. CellOne was renamed BSNL Mobile in 2007.

30

LITERATURE REVIEW
31

1) (AUTHOR NAME: DONNER, JONATHAN) ( Jul 11, 2012 )

Mobile internet services: Trai issues guidelines on minimum quality

benchmark
Telecom Regulator Authority of India (TRAI) has issued guidelines on minimum quality
benchmark for mobile internet services, which among other things makes it mandatory for
operators to activate such services within three hours of receiving the request from a
customer "It is necessary to benchmark and monitor the quality of service offered by the
service providers of mobile data services with various options open to the implementing
agencies so that the interests of consumers are protected," Telecom Regulatory Authority of
India said in explanatory note.
Under the 'Standards of Quality of Service for Mobile Data Services Regulations, 2012'
issued by Trai today, operators will have to activate mobile internet service within three hours
of receiving request from customer. Trai will monitor quality of mobile internet service on
nine parameters, including minimum download speed, successful data transmission download
and upload attempts and latency among others.
The regulator has specified the success rate that operators should have in delivering mobile
internet services using 2G, 3G or 4G technology.
2) (AUTHOR NAME: Jaideep Shenoy) (Sep 3, 2013)

mobile internet bus reaches Mangalore

MANGALORE: Telecommunications has launched large scale mobile internet . A Vodafone
mobile internet bus has set off on tour to cover around 12 tier two and tier three cities in
Karnataka, interacting with citizens and building awareness on relevance of mobile internet
and umpteen possibilities it opens up.
The mobile internet bus reached Mangalore and will be in town till September 4. Equipped
with five smart phones, the mobile internet bus provides live demos and free surfing for
people to checkout whole world of internet options on mobile like entertainment, games,
social networking, search and much more.
3) (AUTHOR NAME:IRANI & DALAL) (Feb 16, 2013)

32

Mobile internet services restored in Kashmir Valley

Mobile internet services were restored in the Kashmir Valley after remaining suspended for a
week in the wake of hanging of Parliament attack convict Mohammad Afzal Guru. The
internet services, which were snapped last Saturday, were restored late last evening,
providing relief to nearly five lakh mobile internet subscribers in the Valley.

4) (AUTHOR NAME: : Kevin Johnson)

Mobile internet is the next big growth engine
India's ecommerce poster boy Flipkart.com has built its next-generation data centre running
on the Juniper Networks Junos operating system. The Airports Authority of India (AAI) is
deploying Juniper's Ethernet switches, integrated with its security and routing devices, within
the Chennai Airport's new terminals. In an interaction with TOI, Kevin Johnson, CEO of
Juniper Networks, talks about how he and his team are focused on fundamentally changing
the experience and economics of networking through an ecosystem of innovation built on
integrated software platforms

5) (AUTHOR NAME: AITZAZ SAEED REHAMAN)

Over 50% of internet users are mobile-only
Fuelled by the increasing penetration of smart phones and a whole host of mobile-only
content to go with it, the Indian mobile advertising market is estimated to reach Rs 2,800
crore by 2016 from a mere Rs 180 crore that it is worth today. What is significant is that India
could currently have as much as 50% or more mobile-only internet users possibly the
highest worldwide compared to 20-25 % across developed countries according to a report
from Mumbai-based financial advisory firm Avendus Capital.
Keeping in mind that these mobile internet users are typically young and are highly engaged
with their mobile phones, it will be imperative to create content that is very relevant and
engaging for these consumers to monetize this medium, says the report titled India's Mobile
Internet.

33

RESEARCH STUDY

INTRODUCTION OF RESEARCH
Research is finding out what you don't already know. No one knows everything, but
everybody knows something. However, to complicate matters, often what you know, or think
you know, is incorrect.
There are two basic purposes for research: to learn something, or to gather evidence. The
first, to learn something, is for your own benefit. It is almost impossible for a human to stop
learning. It may be the theory of relativity or the RBIs of your favourite ball player, but you
continue to learn. Research is organized learning, looking for specific things to add to your
store of knowledge. You may read SCIENTIFIC AMERICAN for the latest research in
quantum mechanics, or the sports section for last night's game results. Either is research.
What you've learned is the source of the background information you use to communicate
with others. In any conversation you talk about the things you know, the things you've
learned. If you know nothing about the subject under discussion, you can neither contribute
nor understand it. When you write or speak formally, you share what you've learned with
others, backed with evidence to show that what you've learned is correct. If, however, you
haven't learned more than your audience already knows, there is nothing for you to share.

34

Research Methodology
Research Problem
STUDY ON SATISFACTION LEVEL OF THE MOBILE INTERNET AMONG THE
USERS OF AMRELI CITY
To find out the quality of the services provided by the subscribers.
To find out the satisfaction of the mobile internet users from the quality of mobile
internet provide by the subscribers.

Objective
To find out the different services provided by Vodafone.
To find out the different services provided by idea.
To find out the different services provided by Docomo.
To find out the different services provided by Airtel.
To find out the different services provided by BSNL.
To study satisfaction level of mobile internet users of AMRELI city.
To find out the consumer preferences about mobile internet.
To know the future development by mobile internet and telecommunication sector.

Hypothesis
H0: consumers are not satisfied with the quality of mobile internet service provided by
subscribers.
H1: consumers are satisfied with the quality of mobile internet service provided by
subscribers.

RESEARCH DESIGN
35

Research design is the strategy, plan and the structure of conducting a

research project. Research design in nature is descriptive.

SAMPLING PLAN

Population
Mobile Internet users of the AMRELI city.

Sampling unit
1)
2)
3)
4)
5)
6)
7)
8)
9)

VODAFONE
BSNL
TATA DOCOMO
UNINIOUR
RELIANCE
AIRCEL
AIRTEL
IDEA
VIDEOCON

Sampling method
Here we have used the non probability convenience sampling method.

Sample size
100 mobile internet users from the population size.

Period of research
2 Month

Statistical test
Anova: Two-Factor Without Replication

36

DATA ANALYSIS
37

1. Do you use mobile phone?

Response

Respondents

Percentage

Yes

100

100%

No

0%

CH: 4.1

INTERPRETATION:This survey we have taken 100 respondents and also 100% respondents are using
mobile phone.

2. If Yes, Do you have mobile internet facility in your phone?

38

Response

Respondents

Percentage

Yes

79

79%

No

21

21%

CH: 4.2

INTERPRETATION:This survey we have analysis for 79 people are using the internet facilities and 21 people are
not using internet facilities, so we have conclude majority people are using the internet
facility.

3. Which companys SIM Card do you use?

39

Response
VODAFONE
IDEA
AIRTE
BSNL
DOCOMO
UNINOR
RELIANCE
AIRCEL
VIDECON

Respondents
23
18
17
22
4
8
8
0
0

Percentage
23%
18%
17%
22%
4%
8%
8%
0%
0%

CH: 4.3

INTERPRETATION:-

This survey in we have analysis majority people privet sectors SIM card 23 people
are using Vodafone, 22 people are using BSNL, 18 people are using IDEA, 17 people are
using AIRTEL and 20 customer are using reliance, uninor, and docomo companys sim card.

40

4. Which companys SIM Card do you use for internet services?

Response
VODAFONE
IDEA
AIRTEL
BSNL
DOCOMO
UNINOR
RELIANCE
AIRCEL
VIDECON

Respondents
14
17
15
14
8
7
4
0
0

Percentage
18%
21%
19%
18%
10%
9%
5%
0%
0%

CH: 4.4

INTERPRETATION:This survey in we have analysis majority people privet sectors SIM card internet service 14
people are using Vodafone,14 people are using BSNL, 17 people are using IDEA, 15 people
are using AIRTEL , 7 people are using UNINOR,8 people are using Docomo,4 people are
using RELIANCE

41

5. According to you, what are the important factors in mobile internet service? ( Give
rank of most important = 5, least important = 1 )

Response
CONNECTIVITY
SPEED
PRICE
CH: 4.5

1
0
4
6

2
8
8
7

3
11
17
13

4
17
14
20

5
43
36
33

INTERPRETATION:-

As par above analysis we can say that most of the Mobile internets users are consider all the
factors which including Price, Speed and Connectivity. Because Most of young people are
using Internet it can be Students and working peoples so that they consider all the things.

42

6. Are you satisfied with the internet connectivity of mobile internet provider?
Response
STRONGLY AGREE
AGREE
NEIGHTER AGREE OR
DISAGREE
STRONGLY DISAGREEE
DISAGREEE

Respondents
12
22
9

Percentage
16%
28%
12%

13
21

17%
27%

CH: 4.6

INTERPRETATION:
Above analysis shows 28% people are Agree and 27% people are Disagree with above
statement, its equals so that we can say most of people switch their Internet providers because
of their Connectivity problems.

43

7. Which data plan do you use mobile internet

2G

32

3G

47

CH: 4.7

INTERPRETATION:-

Here we have analysis research in taken a review of 47 people are using 3G. From it
32 people are using 2G internet so, in analysis we have explain to many people are using 3G
high speed internet, because young generation want more internet speed.

44

8. According to you, the price you pay for mobile internet is?

Response
VERY HIGH
HIGH
AVERAGE
VERY LOW
LOW

Respondents
29
17
22
7
4

Percentage
37%
21%
28%
9%
5%

CH: 4.8

INTERPRETATION:-

Above chart shows Most of the Internet users believe that they paid high price for his
internet service, because People want high speed internet at cheaper price.

45

9. I am satisfied with the overall mobile internet facility

Strongly agree
Agree

24
22

30%
28%

Neither agree or disagree

12%

Strangely disagree

10%

Disagree

16

20%

CH: 4.9

INTERPRETATION:-

We interpret above chart and its shows Major responders are Satisfied with Internet
service because of its connectivity and speed, and 3G service.

46

Anova: Two-Factor Without Replication

SUMMARY
Row 1
Row 2
Row 3
Row 4
Row 5

2
2
2
2
2

Sum
24.3
22.28
9.12
8.1
16.2

Averag
e
12.15
11.14
4.56
4.05
8.1

Variance
280.845
235.8792
39.4272
31.205
124.82

5
5

79
1

15.8
0.2

53.2
0.0082

MS
27.2641
608.4
25.9441

F
1.050879
23.45042

Count

Column 1
Column 2

ANOVA
Source of
Variation
Rows
Columns
Error

SS
109.0564
608.4
103.7764

Total

821.2328

Df
4
1
4

P-value
0.481398
0.008384

F crit
6.388233
7.708647

INTERPRETATION:Here the p-value is 0.481398 hence it is greater than 0.05 and the f calculated is 1.050879 and
which is smaller than the f tabular value hence by this the null hypothesis is being accepted
and the alternative hypothesis being rejected and hence It can be said that consumers are not
satisfied with the quality of mobile internet service provided by subscribers.
So after doing this all survey & Interpretation we can easily know that Majority Consumer
are not satisfied with the quality of mobile internet service provider.

47

10.Your suggestion/ expectation to mobile internet providers?

NAME :

MOBILE NO. :

MAILE ID :

INTERPRETATION:Among Whole people 21 person were not given answer of this question & From Remaining
people, They Write their suggestion/expectation like Mobile internet service provider should
Decrease their Internet Charges & Provide Good Connectivity in any Area including Rural,
Highway as well as highly populated areas. So in this suggestion in overall people 3G
internet using.

48

49

LIMITATIONS

Carrying the survey was a general learning experience for us but we also faced some
Problems, which are listed here.

Samples of the analysis in this report contain quaternary so it may not give the
comprehensive and overall result.

Generally the responded were busy in their work and were not interested in responding
rightly.

Responded were hesitant to discover complete and correct information about themselves
and their organization.

Most responded were not maintaining proper knowledge of various services provided by
their company. So they were unable to provide extra information.

Some of responded were using the services first time of their company and they were not
able to properly differential among their product.
.

50

 Findings of the study

51

They analyses were first used to establish the relationship of customer satisfaction.

were maintaining proper knowledge of internet services provided by their company

Customer satisfied complaints show significantly higher ratings for trust the services
recovery.

Here 58% people is fully satisfied but 42% is not fully satisfied because some people is
saying connectivity is not good, price is high , speed is low.

The consumers are satisfied with the price and connectivity. But they little Dis satisfied
with the speed of the internet.

52

SUGGESTION

53

 The companies have to maintain quality of internet connectivity. So the all users are
access their internet in mobile phones.
Some consumers are there who did not having information about how to used internet
in mobile phones so done some extra activity to spread awareness about mobile
internet.
Some respondents said that price is little high so company can think about to reduce
price of mobile internet so, more consumers used it.
Here also give suggestion about some quick responses about their problems from the
consumer care.
Also suggest one more thing that company will put the separate table or window at
their customer care offices which is only solve the problems regarding mobile
internet.

54

CONCLUSION

55

With respect to the above study and the findings there by. The above study will help the
consumers to get more awareness about mobile internet and it will also help to all mobile
internet providers where they stand in the mind of consumer and also help to solve some
problems which is faced by the consumers.

And it helps to take some corrective step to improve their mobile internet services. Here most
of consumers are satisfied with the speed which is provided by the subscribers. But in some
companies are failed to provide proper connectivity against they charge the price for the
mobile internet.

56

BIBLIOGRAPHY
WEBSITES:

57

 Kotler p. (2006), marketing management, 12 ed. New Delhi: Pearson

publishers ltd.
Business statistics by ken black
www.abebooks.com/servlet/SearchResults?n...mobile
http://www.cci.in/pdf/surveys_reports/internet -Industry-in-India.pdf
http://www.cci.in/pdf/surveys_reports/mobile internet -Industry-in-India.pdf
http://www.indiabiznews.com/?q=node/2129
http://www.researchandmarkets.com/reports/2026140/industry_insight_indian
_consumer_durables
http://www.researchandmarkets.com/reports/2026140/industry_insight_indian
_mobile

58

ANNEXTURE
59

Dear Respondent,
This questionnaire is a supporting document of our research work on study on
satisfaction level of mobile internet users of Amreli and we make sure that the details
provided by you will remain confidential.
1. Do you use mobile phone?

YES

NO

2. If Yes, Do you have mobile internet facility in your phone?

YES

NO

3. Which companys SIM Card do you use?

VODAFONE

AIRTEL

IDEA

] DOCOMO

UNINOUR [

RELIANCE

VIDECON [

AIRCEL

BSNL

4. Which companys SIM Card do you use for internet services?

VODAFONE

IDEA

RELIANCE

AIRTEL

BSNL

] DOCOMO

UNINOUR

VIDECON

AIRCEL

5. According to you, what are the important factors in mobile internet service? ( Give

rank of most important = 5, least important = 1 )

Response

CONNECTIVITY
SPEED
PRICE

6. Are you satisfied with the internet connectivity of mobile internet provider?

STRONGLY AGREE [

] NEIGHTER AGREE OR DISAGREE [

60

DISAGREE

] STRONGLY DISAGREEE

AGREEE

7. Which data plan do you use mobile internet

2G [

3G [

8. According to you, the price you pay for mobile internet is?
VERY HIGH

LOW

HIGH

VERY LOW

] AVREAGE [
[

9. I am satisfied with the overall mobile internet facility

STRONGLY AGREE [
DISAGREE
[
AGREEE
[

]
]
]

NEIGHTER AGREE OR DISAGREE [

STRONGLY DISAGREEE
[

10. Your suggestion/ expectation to mobile internet providers?

NAME :

MOBILE NO. :

MAILE ID :

61

]
]

62