CHAPTER 1

INTRODUCTION

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 INTRODUCTION

India's telecommunication network is the second largest in the

world by number of telephone users (both fixed and mobile phone)
with 1.053 billion subscribers as on 31 August 2016. It has one of the
lowest call tariffs in the world enabled by mega telecom operators and
hyper- competition among them. India has the world's second-largest
Internet user-base. As on 31 March 2016, there were 342.65 million
internet subscribers in the country. Major sectors of the Indian
telecommunication industry are telephone, internet and television
broadcast Industry in the country which is in an ongoing process of
transforming into next generation network, employs an extensive
system of modern network elements such as digital telephone
exchanges, mobile switching centres, media gateways and signalling
gateways at the core, interconnected by a wide variety of transmission
systems using fibre-optics or Microwave radio relay networks. The
access network, which connects the subscriber to the core, is highly
diversified with different copper-pair, optic-fibre and wireless
technologies.
DTH, a relatively new broadcasting technology has attained significant
popularity in the Television segment. The introduction of private FM
has given a fillip to the radio broadcasting in India. Telecommunication
in India has greatly been supported by the INSAT system of the country,
one of the largest domestic satellite systems in the world. India
possesses a diversified communications system, which links all parts of
the country by telephone, Internet, radio, television and satellite.
Indian telecom industry underwent a high pace of market liberalisation
and growth since the 1990s and now has become the world's most
competitive and one of the fastest growing telecom markets. The
Industry has grown over twenty times in just ten years, from under 37
million subscribers in the year 2001 to over 846 million subscribers in
the year 2011. India has
the world's second-largest mobile phone user base with over 929.37
million users as of May 2012. It has the world's second-largest
Internet user-base with over 300 million as of June 2015
Telecommunication has supported the socioeconomic development of
India and has played a significant role to narrow down the rural-urban
digital divide to some extent. It also has helped to increase the
transparency of governance with the introduction of e-governance in
India.

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 History

The beginning

Telecommunications in India began with the introduction of the telegraph. The Indian
postal and
telecom sectors are one of the world’s oldest. In 1850, the first
experimental electric telegraph line was started between Calcutta and
Diamond Harbour. In 1851, it was opened for the use of the

microwave tower for short distance (~50 km) communication

Telegraphs department occupied a small corner of the Public Works

Department,[15] at that time.
The construction of 4,000 miles (6,400 km) of telegraph lines was
started in November 1853. These connected Kolkata (then Calcutta)
and Peshawar in the north; Agra, Mumbai (then Bombay) through
Sindwa Ghats, and Chennai (then Madras) in the
south; Ootacamund and Bangalore. William O'Shaughnessy, who
pioneered the telegraph and telephone in India, belonged to the Public
Works Department, and worked towards the development of telecom
throughout this period. A separate department was opened in 1854 when
telegraph facilities were opened to the public.
In 1880, two telephone companies namely The Oriental

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 Telephone Company Ltd. and The Anglo-Indian Telephone
Company Ltd. approached the Government of India to
establish telephone exchange in India. The permission was refused on
the grounds that the establishment of telephones was a Government
monopoly and that the Government itself would undertake the work. In
1881, the Government later reversed its earlier decision and a licence
was granted to the Oriental Telephone Company Limited of England for
opening telephone

exchanges at Calcutta, Bombay, Madras and Ahmedabad and the first

formal telephone service was established in the country.[16] On 28
January 1882, Major E. Baring, Member of
the Governor General of India's Council declared open the Telephone
Exchanges in Calcutta, Bombay and Madras. The exchange in Calcutta
named the "Central Exchange" had a total of 93 subscribers in its early
stage. Later that year, Bombay also witnessed the opening of a
telephone exchange.

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 Liberalisation and privatisation
Liberalisation of Indian telecommunication in industry started in
1981 when Prime Minister Indira Gandhi signed contracts with
Alcatel CIT of France to merge with the state owned Telecom
Company (ITI), in an effort to set up 5,000,000 lines per year. But
soon the policy was let down because of political opposition.[20]
Attempts to liberalise the telecommunication industry were
continued by the following government under the prime-
minister-ship of Rajiv Gandhi. He invited Sam Pitroda, a US-based
Non-resident Indian NRI and a former Rockwell International
executive to set up a Centre for Development of Telematics(C- DOT)
which manufactured electronic telephone exchanges in India for the
first time. Sam Pitroda had a significant role as a consultant and adviser
in the development of telecommunication in India.
In 1985, the Department of Telecom(DoT) was separated from
Indian Post & Telecommunication Department. DoT was
responsible for telecom services in entire country until 1986 when
Mahanagar Telephone Nigam Limited (MTNL) and Videsh
Sanchar Nigam Limited (VSNL) were carved out of DoT to run the
telecom services of metro cities(Delhi and Mumbai) and
international long distance operationsrespectively.

The demand for telephones was ever increasing and in the 1990s Indian
government was under increasing pressure to open up the telecom sector
for private investment as a part
of Liberalisation-Privatisation-Globalisation policies that the
government had to accept to overcome the severe fiscal crisis and
resultant balance of payments issue in 1991. Consequently, private
investment in the sector of Value Added Services (VAS) was allowed
and cellular telecom sector were opened up for competition from
private investments. It was during this period that the Narsimha Rao-
led government introduced the National Telecommunications policy
(NTP) in 1994 which brought changes in the following areas:
ownership, service and regulation of telecommunications
infrastructure. The policy introduced the concept
of telecommunication for all and its vision was to expand the
telecommunication facilities to all the villages in India

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 During this period, the World Bank and ITU had advised the Indian
Government to liberalise long distance services to release the
monopoly of the state owned DoT and VSNL and to enable
competition in the long distance carrier business which would help
reduce tariff's and better the economy of the country. The Rao run
government instead liberalised the local services, taking the opposite
political parties into confidence and assuring foreign involvement in
the long distance business after 5 years. The country was divided into
20 telecommunication circles for basic telephony and 18 circles for
mobile services. These circles were divided into category A, B and C
depending on the value of the revenue in each circle. The government
threw open the bids to one private company per circle along with
government owned DoT per circle. For cellular service two service
providers were allowed per circle and a 15 years licence was given to
each provider. During all these improvements, the government did face
oppositions from ITI, DoT, MTNL, VSNL and other labour unions, but
they managed to keep away from all the hurdles
In 1997, the government set up TRAI (Telecom Regulatory Authority
of India) which reduced the interference of Government in deciding
tariffs and policy making. The political powers changed in 1999 and
the new government under the leadership of Atal Bihari Vajpayee was
more pro-reforms and introduced better liberalisation policies. In
2000, the Vajpayee government constituted the Telecom Disputes
Settlement and Appellate Tribunal (TDSAT) through an amendment
of the TRAI Act, 1997.
The primary objective of TDSAT's establishment was to release TRAI
from adjudicatory and dispute settlement functions in order to
strengthen the regulatory framework. Any dispute involving parties like
licensor, licensee, service provider and consumers are resolved by
TDSAT. Moreover, any direction, order or decision of TRAI can be
challenged by appealing in TDSAT.
The government corporatised the operations wing of DoT on 1 October
2000 and named it
as Department of Telecommunication Services (DTS) which was later
named as Bharat Sanchar Nigam Limited (BSNL). The proposal of
raising the stake of foreign investors from 49% to 74% was rejected by
the opposite political parties and leftist thinkers. Domestic business
groups wanted the government to privatise VSNL. Finally in April
2002, the government decided to cut its stake of 53% to 26% in VSNL

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 and to throw it open for sale to private enterprises. TATA finally took
25% stake in VSNL.
This was a gateway to many foreign investors to get entry into the
Indian Telecom Markets. After March 2000, the government became
more liberal in making policies and issuing licences to private
operators. The government further reduced licence fees for cellular
service providers and increased the allowable stake to 74% for foreign
companies. Because of all these factors, the service fees finally reduced
and the call costs were cut greatly enabling every common middle-
class family in India to afford a cell phone. Nearly 32 million handsets
were sold in India. The data reveals the real potential for growth of the
Indian mobile market.
Many private operators, such as Reliance Communications, Jio, Tata
Indicom, Vodafone, Loop Mobile, Airtel, Idea etc., successfully entered
the high potential Indian telecom market. In March 2008 the total GSM
and CDMA mobile subscriber base in the country was 375 million,
which represented a nearly 50% growth when compared with previous
year.
As the unbranded Chinese cell phones which do not have
International Mobile Equipment Identity (IMEI) numbers pose a
serious security risk to the country, Mobile network operators
therefore suspended the usage of around 30 million mobile phones
(about 8% of all
mobiles in the country) by 30 April. Phones without valid IMEI
cannot be connected to cellular operators. 5–6 years the average
monthly subscribers additions were around 0.05 to 0.1 million only
and the total mobile subscribers base in December 2002 stood at 10.5
million. However, after a number of proactive initiatives taken by
regulators and licensors, the total number of mobile subscribers has
increased rapidly to over 929 million subscribers as of May 2012.
India has opted for the use of both the GSM (global system for mobile
communications) and CDMA (code-division multiple access)
technologies in the mobile sector. In addition to landline and mobile
phones, some of the companies also provide the WLL service. The
mobile tariffs in India have also become the lowest in the world. A new
mobile connection can be activated with a monthly commitment of
US$0.15 only. In 2005 alone additions increased to around 2 million
per month in 2003–04 and 2004–05

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 Typical signboards of STD booths (kiosks from where STD calls can be made)
and internet
kiosks in India

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 Internet
The history of the Internet in India started with launch of services by
VSNL on 15 August 1995. They were able to add about 10,000
Internet users within 6 months
However, for the next 10 years the Internet experience in the country
remained less attractive with narrow-band connections having speeds
less than 56 kbit/s (dial-up). In 2004, the government formulated its
broadband policy which defined broadband as "an always-on Internet
connection with download speed of 256 kbit/s or above."[44] From 2005
onward the growth of the broadband sector in the country accelerated,
but remained below the growth estimates of the government and related
agencies due to resource issues in last-mile access which were
predominantly wired-line technologies. This bottleneck was removed in
2010 when the government auctioned 3G spectrum followed by an
equally high-profile auction of 4G spectrum that set the scene for a
competitive and invigorated wireless broadband market. Now Internet
access in India is provided by both public and private companies using
a variety of technologies and media including dial-up (PSTN), xDSL,
coaxial cable, Ethernet, FTTH, ISDN, HSDPA (3G), WiFi, WiMAX,
etc. at a wide range of speeds and costs. As per IAMAI India will have
the world's second largest number of Internet users with over
December 2014.[45]
According to the Internet And Mobile Association of India (IAMAI),
the Internet user base in the country stood at 190 million at the end of
June, 2013.[46] As of October, 2013 report, it is over 205 million.
The number of broadband subscribers at the end of May 2013 was
15.19 million.[47] Cumulative Annual Growth rate (CAGR) of broadband
during the five-year period between 2005 and 2010 was about 117 per
cent.[44] DSL, while holding slightly more than 75% of the local
broadband market, was steadily losing market share to other non-DSL
broadband platforms, especially to wireless broadband.
There were 161 Internet Service Providers (ISPs) offering broadband
services in India as of 31 May 2013. The top five ISPs in terms
subscriber base were BSNL (9.96 million), Bharti Airtel (1.40
million), MTNL (1.09 million), Hathway (0.36 million) and You
Broadband (0.31 million
Cyber cafes remain the major source of Internet access. In 2009,
about 37 per cent of the users access the Internet from cyber cafes, 30
per cent from an office, and 23 per cent from home.
However, the number of mobile Internet users increased rapidly from
2009 on and there were about 274 million mobile users at the end of
September 2010, with a majority using 2G mobile networks.[44]
Mobile Internet subscriptions as reported by the Telecom Regulatory

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 Authority of India (TRAI) in March 2011 increased to 381 million.
One of the major issues facing the Internet segment in India is the lower
average bandwidth of broadband connections compared to that of
developed countries. According to 2007 statistics, the average
download speed in India hovered at about 40 KB per second (256
kbit/s), the minimum speed set by TRAI, whereas the international
average was 5.6 Mbit/s during the same period. In order to attend this
infrastructure issue the government declared 2007 as "the year of
broadband".[48][49] To compete with international standards of defining
broadband speed the Indian Government has taken the aggressive step
of proposing a $13 billion national broadband network to connect all
cities, towns and villages with a population of more than 500 in two
phases targeted for completion by 2012 and 2013. The network was
supposed to provide speeds

up to 10 Mbit/s in 63 metropolitan areas and 4 Mbit/s in an additional

352 cities. Also, the Internet penetration rate in India is one of the
lowest in the world and only accounts for 8.4% of the population
compared to the rate in OECD counties, where the average is over
50%. Another issue is the digital divide where growth is biased in
favour of urban areas; according to 2010 statistics, more than 75 per
cent of the broadband connections in the country are in the top 30
cities.[44] Regulators have tried to boost the growth of broadband in
rural areas by promoting higher investment in rural infrastructure and
establishing subsidised tariffs for rural subscribers under the Universal
service obligation scheme of the Indian government.
As of May 2014, the Internet was delivered to India mainly by 9
different undersea fibres, including SEA-ME-WE 3, Bay of Bengal
Gateway and Europe India Gateway, arriving at 5 different landing
points.[52]

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 OBJECTIVES OF THE STUDY
1. To study the buying behavior and satisfaction level
of customers towards companies(Reliance jio,
Vodafone, Bharti, Airtel, Idea)
2. To identify the customer expectation
3. To identify quality of service provided by above mentioned companies.
4. To identify the user perception
5. To identify the best service out of all 4 companies.
6. To analyse telecom market
7. To know the major ruling telecom service provider
8. To know future scope and also the customers preference for future.

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 REVIEW OF LITERATURE

GROWTH OF TELECOM SECTOR

The growth in demand for telecom services in India is not limited to

basic telephone services. India has witnessed rapid growth in cellular,
radio paging; value added services, internet and global communication
by satel item (GMPCS) services. The agents of change, as observed
from international perspective, have been broadly categorized into
economic structure, competition policy and technology.

Economic reforms and liberalization have driven telecom sector

through several transmission channels of which these three categories
are of major significance. The effective research cannot be
accomplished without critically studying what already exists in the form
of general literature and specific studies. Therefore, it is considered as
an important pre-requisite for actual planning and execution of research
project. This helps to formulate hypotheses and framework for further
investigation.

In this research, the survey of literature has been classified into two
parts - studies related to telecom sector and studies related to marketing
strategies. 2.1.1: STUDIES RELATED TO GROWTH AND
DEVELOPMENTS IN INDIAN TELECOM SECTOR Muller (1990)1
in his a
research focuses that the success of the mobile commerce can be
attributed to the personal nature of wireless devices. Adding to this are
its unique features of voice and data transmission and distinct features
like localization, feasibility and convenience. The sustained growth of
the mobile commerce around the world has been more because of the
transfer of technology according to the needs of local geography. 68
National Telecom Policy (1999)2 projected a target 75 million
telephone lines by the year 2005 and 175 million telephone lines by
2010 has been set. Indian telecom sector has already achieved 100
million lines. With over 100 million telephone connections and an
annual turnover of Rs. 61,000 crores, our present teledensity is around
9.1%. The growth of Indian telecom network has been over 30%
consistently during last 5 years.

According to Wellenius and Stern (2001)3 information is regarded

today as a fundamental factor of production, alongside capital and

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 labor. The information economy accounted for one-third to one-half of
gross domestic product (GDP) and of employment in Organization for
Economic Cooperation and Development (OECD) countries in the
1980s and is expected to reach 60 percent for the European Community
in the year 2000. Information also accounts for a substantial proportion
of GDP in the newly industrialized economies and the modern sectors
of developing countries. Videsh Sanchar Nigam Limited (VSNL) 16th
Annual Report (2002)4 India like many other countries has adopted a
gradual approach to telecom sector reform through selective
privatization and managed competition in different segments of the
telecom sector.
India introduced private competition in value-added services in 1992
followed by opening up of cellular and basic services for local area to
competition.

Competition was also introduced in National Long Distance (NLD)

and International Long Distance (ILD) at the start of the current
decade. World Telecommunication Development Report (2002)5
explains that network expression in India was accompanied by an
increase in productivity of telecom staff measured in terms of ratio of
number of main lines in 69 operation to total number of staff. Indian
Telecommunication Statistics (2002)6 in its study showed the long run
trend in supply and demand of Direct Exchange Lines (DEL).

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 Potential demand for telecom services is much more than its supply. In
eventful decade of sect oral reforms, there has been significant growth
in supply of DEL. Economic Survey, Government of India (2002-
2003)7 has mentioned two very important goals of telecom sector as
delivering low-cost telephony to the largest number of individuals and
delivering low cost high speed computer networking to the largest
number of firms. The number of phone lines per 100 persons of the
population which is called teledensity, has improved rapidly from 43.6
in March 2001 to 4.9 in December 2002. Adam Braff, Passmore and
Simpson (2003)8 focus that telecom service providers even in United
States face a sea of troubles. The outlook for US wireless carriers is
challenging.

They can no longer grow by acquiring new customers; in fact, their

new customers are likely to be migrated from other carriers. Indeed,
churning will account for as much as 80% of new customers in 2005.
At the same time, the carrier‟s Average Revenue per User (ARPU) is
falling because customers have. Dutt and Sundram (2004)9 studied
that in order to boost communication for business, new modes of
communication are now being introduced in various cities of the
country. Cellular Mobile Phones, Radio Paging, E-mail, Voice-mail,
Video, Text and Video-Conferencing now operational in many cities,
are a boon to business and industry.

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 Value- added hi-tech services, access to Internet and Introduction of
Integrated Service Digital Network are being introduced in various
places in the country. A study by Jeanette Carless on and Salvador
Arias (2004)10 wireless substitution is producing significant traffic
migration from wire line to wireless and helping to fuel fierce price
competition, resulting in margin squeezes for both wire line voice
tariffs in organization for Economic Cooperation and Development
Countries have fallen by an average of three percent per year between
1999 and 2003. T.V. Ramachandran (2005)11 analysed performance of
Indian Telecom Industry which is based on volumes rather than
margins. The Indian consumer is extremely price sensitive. Various
socio- demographic factorshigh GDP growth, rising income levels,
booming knowledge sector and growing urbanization have contributed
towards tremendous growth of this sector. The instrument that will tie
these things together and deliver the mobile revolution to the masses
will be 3 Generation (3G) services. Rajan Bharti Mittal (2005)12
explains the paradigm shift in the way people communicate. There are
over 1.5 billion mobile phone users in the world today, more than three
times the number of PCOs. India today has the sixth largest telecom
network in the world up from 14th in 1995, and second largest among
the emerging economies. It is also the world‟s 12th biggest market with
a large pie of $ 6.4 billion. The telecom revolution is propelling the
growth of India as an economic powerhouse while bridging the
developed and the

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 developing economics. ASEAN India Synergy Sectors (2005)13 point
out that high quality of telecommunication infrastructure is the pillar
of growth for information technology (IT) and IT enabled services.
Keeping this in view, the focus of telecom policy is vision of world
class telecommunication services at reasonable rates.

Provision of telecom services in rural areas would be another thrust

area to attain the goal of accelerated economic development and social
change. Convergence of services is a major new emerging area. Aisha
Khan and Ruche Chaturvedi (2005)14 explain that as the competition
in telecom area intensified, service providers took new initiatives to
customers. Prominent among them were celebrity endorsements,
loyalty rewards, discount coupons, business solutions and talk time
schemes. The most important consumer segments in the cellular
market were the youth segment and business class segment. The youth
segment at the inaugural session of cellular summit, 2005, the Union
Minister for Communications and Information Technology, Dayanidhi
Maran had proudly stated that Indian telecom had reached the
landmark of 100 million telecom subscribers of which 50% were
mobile phone users. Whereas in African countries like Togo and Cape
Verde have a coverage of 90% while India manages a merely mobile
coverage of 20%. In overview in Indian infrastructure Report (2005)15
explains India‟s rapidly expanding telecom sector is continuing to
witness stiff competition. This has resulted in lower tariffs and better
quality of services. Various telecom services-basic, mobile, internet,
national long distance and international long distance have seen
tremendous growth in year 2005 and this growth trend promises to
continue electronics and home appliances businesses each of which are
expected to be $ 2.5 bn in revenues by that year. So, driving forces for
manufacturing of handsets by giants in India include-sheer size of
India market, its frantic growth rates and above all the fact that its
conforms in global standards.

Marine and Blanchard (2005)16 identifies the reasons for the

unexpected boom in mobile networks. According to them, cell phones,
based on Global System for Mobile Communication (GSM) standard
require less investment as compared to fixed lines. Besides this, a
wireless infrastructure has more mobility, sharing of usage, rapid
profitability. Besides this, usage of prepaid cards is the extent of 90%
simplifies management of customer base. Moreover, it is suitable to
people’s way of life-rural, urban, and sub-urban subscribers.

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 Illustrating the lead achieved by Gujarat. According to Business and
Economy (2005)17 the catalyst for Indian mobile operators in the
future will undoubtedly be increased marketing and advertisement
expenditure, along with better deals for mobile phone users like the
previously mentioned full talk time Rs.10 recharge card, will go a long
way in not only retaining customers but also acquiring the vast market
of lowered customers who are extremely sticky about value for money
and have extremely low loyalties and almost non-existent switching
costs. According to Oliver Stehmann (2005)18the telecommunications
industry is characterized by rapid innovation in the service and the
transmission market.

The legally protected public or private monopolist does not have the
same incentive to foster innovation that would exist in a competitive
environment.

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 RESEARCH METHODOLOGY

RESEARCH DESIGN:

Research design is a basic framework that guides the collection and

analysis of data.

In this market survey the design used is descriptive design.

It includes survey and fact findings of different kinds. The
major purpose of descriptive research is the descriptive of
state of affairs as it exists at present.The information
collected from individuals is analysed with the help of
different tools to find the satisfaction level of customers.
Table analysis has been done for processing the data and
information is derived to attain the objectives of study.

RESEARCH METHODOLOGY:
Here the research methodology followed is descripted
research

The sample size for study is 100

Types of Data The data for this study are of two types: -
Primary data
Secondary data

A primary data is collected directly from target respondent

through questionnaire and personal interviews.With the help
of questionnaires, I have collected the data through simple
random sampling. Then I analyzed the outcome by the
answers provided by the respondent, based on the results I
have been made the analysis report.

The secondary data is collected from different sources

such as newspaper, magazine, internet etc.I have used
percentage analysis method and proper charts and
diagrams to complete the analysis report successfully.

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 LIMITATIONS OF THE STUDY

Among the various private Mobile service providers (VODAFONE, AIRTEL, IDEA,
RELIANCE, AIRTEL) is selected on the basis of its wide customer base. Though it
could provide an appropriate base for comparing the mobile service providers there is a
least probability for this selection not representing the entire crew.

The study is with specific to DELHI so the findings landed in this study may not be
applicable in other areas where the customer share of the Mobile service providers could
vary.

The sample size is limited due to the confined period of study. This may also
contribute to the slight deviation in results landed.

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 Chapter 2
PROFILE OF ORGANIZATION

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 Company Profile of Reliance Jio
Reliance Jio Infocomm Limited, doing business as Jio, is a LTE
mobile network operator in India. It is a wholly owned subsidiary
of Reliance Industries headquartered in Mumbai, that provides
wireless 4G LTE service network (without 2G/3G based services)
and is the only 'VoLTE-only' (Voice over LTE) operator in the
country which lacks legacy network support
of 2G and 3G, with coverage across all 22 telecom circles in India.
The services were first beta- launched to Jio's partners and employees
on 27 December 2015 on the eve of 83rd birth anniversary of late
Dhirubhai Ambani, founder of Reliance Industries, and later services
were commercially launched on 5 September 2016.

Reliance Jio Infocomm Limited

Type Subsidiary of RIL

Industry Wireless Telecommunications

Founded 2010

Headquarters Navi
Mumbai, Maharashtra, India
Key people Sanjay Mashruwala (Managing Director)
Jyotindra Thacker (Head of IT) Akash
Ambani (Chief of Strategy) [1]

Products  Mobile
telephony, Wireless

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 broadband

Revenue  ₹100 million (2017)

rupee

 ₹]]5.8 million (2014)

Owner Mukesh Ambani

Parent Reliance Industries

Subsidiaries LYF

History

Jio's headquarters in RCP, Navi Mumbai

In June 2010, Reliance Industries (RIL) bought a 96% stake in

Infotel Broadband Services Limited (IBSL) for ₹4,800cr. Although
unlisted, IBSL was the only firm to win broadband spectrum in all
22 zones in India in the 4G auction that took place earlier that
year.[6] Later continuing as RIL's telecom subsidiary, Infotel
Broadband Services Limited was renamed as Reliance Jio
Infocomm Limited (RJIL) in January 2013.

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In June 2015, Jio announced that it will start its operations all over the
country by the end of 2015.] However, four months later in October
2015, the company's spokesmen sent out a pressrelease stating that the
launch was postponed to the first quarter of the financial year 2016-
2017. Later in July, a PIL filed in the Supreme Court by an NGO
called the Centre for Public Interest Litigation, through Prashant
Bhushan, challenged the grant of pan-India licence to Jio by the
Government of India. The PIL also alleged that Jio was allowed to
provide voice telephony along with its 4G data service, by paying an
additional fees of just ₹165.8 crore (US$25 million) which was
arbitrary and unreasonable, and contributed to a loss of ₹2,284.2 crore
(US$340 million) to the exchequer.

The Indian Department of Telecom (DoT), however, refuted all of

CAG's claims. In its statement, DoT explained that the rules for 3G
and BWA spectrum didn't restrict BWA winners from providing voice
telephony. As a result, the PIL was revoked, and the accusations were
dismissed.

Beta launch

The 4G services were launched internally to Jio's partners, its staff and
their families on 27 December 2015. Bollywood actor Shah Rukh
Khan, who is also the brand ambassador of Jio, kickstarted the launch
event which took place in Reliance Corporate Park in Navi Mumbai,
along with celebrities like musician A R Rahman, actors Ranbir Kapoor
and Javed Jaffrey, and filmmaker Rajkumar Hirani.] The closed event
was witnessed by more than
35000 RIL employees some of whom were virtually connected from
around 1000 locations including Dallas in the US.

Commercial launch

The company commercially launched its services on 5 September

2016. Within the first month of commercial operations, Jio announced
that it had acquired 16 million subscribers. This is the fastest ramp-up
by any mobile network operator anywhere in the world Jio crossed 50
million subscriber mark in 83 days since its launch. Jio crossed 100
million subscribers on 22 February 2017.

Partnerships Ahead of its digital services launch, Mukesh Ambani-led

Reliance Jio entered into a spectrum sharing deal with younger brother
Anil Ambani-backed Reliance Communications.

MEERA BAI INSTITUTE OF TECHNOLOGY Page 23

 The sharing deal is for 800 MHz band across seven circles other than
the 10 circles for which Jio already owns.

In September 2016, Jio signed a pact with BSNL for intra-circle

roaming which would enable users of the operators to use each
other's 4G and 2G spectrum in national roaming mode

Products and Services

THE OFFOCIAL SLOGAN OF THE JIO 4G BROADBRAND

The company launched its 4G broadband services throughout India on

September 2016. It was slated to release in December 2015 after some
reports said that the company was waiting to receive final permits from
the government. Mukesh Ambani, owner of Reliance Industries
Limited (RIL) whose Reliance Jio is the telecom subsidiary, had
unveiled details of Jio's fourth- generation (4G) services on 12 June
2015 at RIL's 41st annual general meeting. It offers data and voice
services with peripheral services like instant messaging, live TV,
movies on demand, news, streaming music, and a digital payments
platform. The company has a network of more than 250,000 km of
fiber optic cables in the country, over which it will be partnering with
local cable operators to get broader connectivity for its broadband
services.[ With its multi-service operator (MSO) licence, Jio will also
serve as a TV channel distributor and will offer television- on-demand
on its network.

LYF Smartphones Main article: LYF

MEERA BAI INSTITUTE OF TECHNOLOGY Page 24

 An image of LYF WATER 2 phone with IPS display.

In June 2015, Jio tied up with domestic handset maker Intex to supply
4G handsets enabled with voice over LTE (VoLTE) feature. Through
this, it plans to offer 4G voice calling besides rolling out high-speed
Internet services using a fiber network, in addition to the 4G wireless
network However, in October 2015, Jio announced that it would be
launching its own mobile handset brand named LYF.

MEERA BAI INSTITUTE OF TECHNOLOGY Page 25

 On 25 January 2016, the company launched its LYF smartphone
series starting with Water 1, through its chain of electronic retail
outlets, Reliance Retail Three more handset models have been
released so far, namely Water 2, Earth 1, and Flame 1.

Jionet WiFi

Prior to its pan-India launch of 4G data and telephony services, Jio has
started providing free Wi- Fi hotspot services in cities throughout India
including Surat, Ahmedabad in Gujarat,
and Visakhapatnam in Andhra Pradesh, Indore, Jabalpur, Dewas and
Ujjain] in Madhya Pradesh, select locations of Mumbai in Maharashtra,
Kolkata in West Bengal Lucknow in Uttar
Pradesh, Bhubaneswar in Odisha Mussoorie in Uttarakhand,
Collectorate's Office in Meerut, and at MG Road in Vijayawada
among others.

In March 2016, Jio started providing free Wi-Fi internet to spectators

at six cricket stadiums hosting the 2016 ICC World Twenty20
matches. Jionet was made available in Wankhede Stadium (Mumbai),
Punjab Cricket Association IS Bindra Stadium (Mohali), Himachal
Pradesh Cricket Association Stadium (Dharamshala), Chinnaswamy
Stadium (Bengaluru), Feroz Shah Kotla (Delhi), and Eden Gardens
(Kolkata) in India.

Jio apps

Jio sim card pouch as distributed by Reliance Jio Infocomm

In May 2016, Jio launched a bundle of multimedia apps on Google Play

as part of its upcoming 4G services. While the apps are available to
download for everyone, a user will require a Jio SIM card to use them.
Additionally, most of the apps are in beta phase. Following is a list of
the apps:

MEERA BAI INSTITUTE OF TECHNOLOGY Page 26

  MyJio - Manage Jio Account and Digital Services associated with it

 JioTV - A live TV channel service

 JioCinema - An online HD video library[

 JioChat Messenger - An instant messaging app

 JioMusic - A music player

 Jio4GVoice (earlier JioJoin) - A VoLTE phone

simulatorJioMags - E-reader for magazines
JioXpressNews - A news and magazine aggregator

 JioSecurity - Security app JioDrive - Cloud-based backup

tool JioMoney Wallet - An online payments/wallet app
JioSwitch - Transfer content

 Jiofi -Wireless router

Branding and marketing Jio logo before September 2016

On December 24, 2015, Bollywood actor Shah Rukh Khan

was appointed as Jio's brand ambassador. Controversies

Issue with incumbents

In September 2016, the Telecom Regulatory Authority of India (TRAI)

summoned Jio and the country's existing telecom operators like Bharti
Airtel, Vodafone, and Idea Cellular to meet and discuss an issue

MEERA BAI INSTITUTE OF TECHNOLOGY Page 27

 regarding interconnection between the operators. This was a result after
Jio complained to TRAI and Department of Telecom (DoT) about other
operators not honoring their commercial agreements to let Jio use their
network resources. The company further added that the operators are
trying to sabotage its entry into the telecom scene. However, DoT
dismissed the request and directed TRAI to help settle the dispute
amicably. Moreover, the Cellular Operators Association of India
(COAI) requested TRAI to include all the operators in the discussion
instead of the three.

The incumbent operators had previously approached the country's

PMO to reiterate their stance they "are in no way obliged or in any
position to entertain Jio's requests for interconnection points as they do
not have either the network or the financial resources to terminate the
latter's humongous volumes of potentially asymmetric voice traffic."
Responding to this, Mukesh Ambani, owner of Jio, said, "All operators
have publicly said last week that they will provide this (interconnect
and MNP). So, we are waiting. These are all great companies. They
have their own reputations to protect. I am confident they won't violate
the law." Commenting about number portability, he added, "The
number belongs to the consumer.

MEERA BAI INSTITUTE OF TECHNOLOGY Page 28

 COMPANY PROFILE OF AIRTEL

Bharti Airtel Limited is an Indian global telecommunications services

company based in New Delhi, India. It operates in 18 countries across
South Asia and Africa. Airtel
provides GSM, 3G and 4G LTE mobile services, fixed line
broadband and voice services depending upon the country of
operation. It is the largest mobile network operator in India and the
third largest in the world with 400 million subscribers.[5][6] Airtel was
named India's second most valuable brand in the first ever Brandz
ranking by Millward Brown and WPP plc.[7]
Airtel is credited with pioneering the business strategy of outsourcing
all of its business operations except marketing, sales and finance and
building the 'minutes factory' model of low cost and high volumes. The
strategy has since been adopted by several operators.[8] Airtel's
equipment is provided and maintained by Ericsson and Nokia Solutions
and Networks[9] whereas IT support is provided by IBM.[10] The
transmission towers are maintained by subsidiaries and joint venture
companies of Bharti including Bharti Infratel and Indus Towers in
India.[11] Ericsson agreed for the first time to be paid by the minute for
installation and maintenance of their equipment rather than being paid
up front, which allowed Airtel to provide low call rates of ₹1 (1.5¢
US)/minute

MEERA BAI INSTITUTE OF TECHNOLOGY Page 29

 Bharti Airtel Limited

Type Public

Traded as BSE: 532454NSE: BHARTIARTL

BSE SENSEX Constituent

ISIN INE397D01024

Industry Telecommunications

Founded 7 July 1995[1]

Founder Sunil Bharti Mittal

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

India[1]

Area served India, Sri Lanka, Bangladesh, and Africa

Key people Sunil Bharti Mittal (Chairman and MD)

Products Fixed line and mobile telephony, broadband and

fixed- line internet services, digital television and
IPTV

Revenue ₹966.021 billion (US$14 billion) (2017)

Operating income ₹341 billion (US$5.1 billion) (2017)

Profit ₹54 billion (US$800 million) (2017)

MEERA BAI INSTITUTE OF TECHNOLOGY Page 30

 Total assets ₹2,248 billion (US$33 billion) (2017)

Total equity ₹708 billion (US$11 billion) (2017)

Number of 25,400(2017)[2]
employees

Parent Bharti Enterprises (68%)

SingTel (36.27%) [3][4]

Subsidiaries Airtel India Airtel Sri

Lanka airtel Africa Wynk
Robi (25%)

Airtel India

Airtel India is the largest provider of mobile telephony and second

largest provider of fixed telephony in India, and is also a provider of
broadband and subscription television services. It offers its telecom
services under the "airtel" brand, and is headed by Sunil Bharti
Mittal.
Corporate structure
Airtel has two distinct Customer Business Units (CBU) with focus on
B2C (Business to Customer) and B2B (Business to Business)
segments. Airtel's B2C business unit deals with servicing the retail
consumers, homes and small offices providing mobile, fixed line,
DTH and m-commerce services while the B2B unit deals with large
corporate accounts.
Telemedia
Under the Telemedia segment, Airtel provides broadband internet
access through DSL, internet leased lines as well as MPLS
(multiprotocol label switching) solutions, as well as IPTV and fixed
line telephone services. Until 18 September 2004, Bharti provided
fixed line telephony and broadband services under the Touchtel brand.

MEERA BAI INSTITUTE OF TECHNOLOGY Page 31

 Bharti now provides all telecom services including fixed line services
under a common brand airtel. As of September 2012, Airtel provides
Telemedia services to 3.3 million customers in 87 cities. As on 30
November 2012,
Airtel Broadband provides broadband and IPTV services. Airtel provides both capped
as well as unlimited download plans. However, Airtel's unlimited plans are subject to
free usage policy (FUP), which reduces speed after the customer crosses a certain data
usage limit. In most of the plans, Airtel provides only 512kbit/s beyond FUP .The
maximum speed available for home users under the new V-Fiber program is
100MBit/s and with DSL is 16Mbit/s In May 2012, Airtel Broadband and some other
Indian ISPs temporaras vimeo.com megavideo.com, thepiratebout giving any legal
information to the customers

MEERA BAI INSTITUTE OF TECHNOLOGY Page 32

COMPANY PROFILE OF VODAFONE

Vodafone India is the second largest mobile network operator in India

by subscriber base, after Airtel with a market share of 18.42%.It is
headquartered in Mumbai, Maharashtra. It has approximately 200
million customers as of August 2016. It offers both prepaid and
postpaid GSM cellular phone coverage throughout India with better
presence in the metros.

Vodafone India provides services on basis of 900 MHz and 1800 MHz
digital GSM technology. Vodafone India launched 3G services in the
country in the January–March quarter of 2011 and plans to spend up to
$500 million within two years on its 3G networks. It has launched its
4G services in India starting from Kochi in Kerala in December 2015
and plans to expand its network to various other cities in the country. In
March 2017, it was announced that the company will merge with Idea in
an all-stock deal. The combined entity will be India's largest
telecommunication company.

Mobile services 3G

On 19 May 2015, the 3G spectrum auction in India ended. Vodafone

paid ₹ 11617.86 million (the second highest amount in the auctions)
for spectrum in 9 circles. The circles it will provide3G in are
Kolkata, Gujarat, Haryana, Delhi, Maharashtra & Goa, Mumbai,

MEERA BAI INSTITUTE OF TECHNOLOGY Page 33

 Tamil Nadu, Uttar Pradesh (East) and West Bengal.[14]

On 23 June 2011 Vodafone launched 3G service in Kerala by joining

with Idea in an Intra Circle Roaming agreement. Initially Vodafone 3G
services will be available in the following cities in Kerala – Ernakulam,
Aluva, Palakkad, Thrissur, Calicut, Koyilandy, Alappuzha, Cherthala,
Malappuram and Manjeri. On 28 June 2012, Vodafone launched a new
international roaming package under which the users shall have not to
pay multiple rentals in the countries they are visiting.[15]

4G

On 8 December 2015, Vodafone announced the roll out of its 4G

network in India on 1800 MHz band, starting from Kochi, Kerala.[16]
After that vodafone has launched 4G services in Kolkata, Mumbai,
Delhi followed by Kerala and Karnataka. Vodafone has launched 4G
services in Tamil Nadu by 2100 MHz spectrum. On 5th january 2017,
World's Largest 4G Network Vodafone Launched its 4G services In
Guwahati Followed By Tinsukia, Sibsagar , Bongaigaon In Assam
Circle. Vodafone is expected to launch VoLTE services in 2017
followed by Reliance Jio and Bharti Airtel.

M-Pesaesa, branded as M-Paisa (the paisa being the largely unused subunit of the
Indian rupee), was launched in India[17][18] as a close partnership with HDFC bank
in November 2011.[19] Development for the bank began as early as 2008. The service
continues to operate in a limited geographical area in India. Vodafone India had
partnered with both HDFC and ICICI,[20] ICICI launched M-Pesa on April 18,
2013.[21] Vodafone plans to rollout this service throughout India.[22] The user needs
to register for this service by paying 100 Rupees and there are charges levied per M-
Pesa transaction.[23][24] they can get recharge mobiles and DTH from m-pesa and
also they can transfer the money to other users and other banks also.

According to Marten Pieters, Managing Director and CEO, Vodafone

India, "The Angel Stores are a part of Vodafone’s commitment to
provide our women employees with one of the most secure and
productive work environment. Additionally, our women customers
feel more welcomed while visiting the store."

MEERA BAI INSTITUTE OF TECHNOLOGY Page 34

 COMPANY PROFILE OF IDEA

Name of Company IDEA CELLULAR LIMITED

Idea Cellular is an Aditya Birla Group Company, India's first truly

multinational corporation. Idea is a pan-India integrated GSM operator
offering 2G, 3G and 4G services, and has its own NLD and ILD
operations, and ISP license. Idea is one of the top three mobile
operators in India, with annual revenue in excess of USD 5 billion and
a revenue market share of 19 per cent. With nearly 200 million
subscribers, Idea ranks sixth in the global rankings of operators in
subscriber terms, for single country operations.

In line with the Government’s vision of Digital India, Idea has

accelerated its efforts of building a digital economy. Backed with a
pan-India wireless broadband coverage, Idea has forayed into Digital
services with the launch of a suite of digital entertainment apps - Idea
Music Lounge, Idea Movie Club and Idea Game Spark. With this the
company has begun its transformation from a pure play mobile
operator to an integrated digital services and solutions provider. Idea
will also expand its digital offerings into digital communication, digital
payments, cloud & storage, digital information and many more. The
first half of 2017 will also see the launch of Aditya Birla Idea
Payments Bank.

Idea’s pan-India network covers over 400,000 towns and villages

across the country. The company is further expanding network
infrastructure to make high speed mobile broadband services reach out
to over a billion population of the country. Idea executed the fastest 4G
roll- out in the country in 2016 - with one broadband site being

MEERA BAI INSTITUTE OF TECHNOLOGY Page 35

 installed every ten minutes - taking the overall tally of Idea sites to
nearly 230,000 and a fibre network of over 1.28 lakh kilometres. By
March 2017, Idea 4G services will be expanded to 20 circles covering
94 per cent of its revenue market.

Using the latest in technology, Idea provides world-class service

delivery through the most extensive network of customer touch points,
comprising of 8,780 exclusive Idea outlets, call centre, digital app and
social media. Idea’s commitment to providing superior customer
experience across all touch points has helped it stay at the No. 1
position in Customer Satisfaction Survey, consistently, for the last few
years. The leading market research firm Forrester in its ‘Customer
Service Index 2016’ has ranked Idea at No. 1 position in customer
service and rated it as “good” - the only wireless service provider to
achieve this feat!

Idea has consistently retained its leadership position in Mobile Number

Portability (MNP), continuing to grow its net gain from MNP to 20
million. 1 in every 4 customers chooses Idea as a preferred telecom
operator.

Idea has received several national and international recognitions for its
path-breaking innovations in mobile telephony products and services.
Idea won the prestigious Voice & Data Telecom Leadership Awards
2016 under the Leadership Recognition category for various
successful initiatives and deployments in the areas of Enterprise
Services, Customer Service, Marketing, Internet & Broadband,
Infrastructure Innovation, and VAS. Idea was recognised as the Best
Company of the Year 2015 at India Business Leader Awards by
CNBC and is listed among the Top 25 companies in the Business
Today ‘Best Companies to Work For’ Survey.
Idea MD Himanshu Kapania was awarded the Best CEO of the year
2015 by Business Today and its brand campaign IIN (Idea Internet
Campaign) was recognised as the best marketing campaign in 2016 at
The Economic Times Telecom Awards.

MEERA BAI INSTITUTE OF TECHNOLOGY Page 36

 Chapter 3
ANALYSIS AND INTERPRETATION
OF DATA

MEERA BAI INSTITUTE OF TECHNOLOGY Page 37

NUMBER OF 4G USERS

RESPONDENT PERCENTAGE

Clerical 30%
Student 40%
unemployed 20%
Others 10%

45
40
35
30
25
20
15
10
5
0
RESPONDENT Clerical Student unemployed Others

MEERA BAI INSTITUTE OF TECHNOLOGY Page 38

 Number of users

clerical
student
unemployed
others

DATA INTERPRETATION:

It can be seen through above data that majority of 4g users are

from student respondent which comprises of 40% of the total
area.

MEERA BAI INSTITUTE OF TECHNOLOGY Page 39

 CONNECTION PREFERRED
RESPONDENT AGE PREFERRED PERCENTAGE
CONNECTION
STUDENT 18-25 5-postpaid 75(prepaid)
15-prepaid

CLERICAL 25-35 5-prepaid 60(prepaid)

6-postpaid
UNEMLPOYED 35-45 4-postpaid 50(prepaid)
5-prepaid

OTHERS Above 45 6-prepaid 60(prepaid)

4-postpaid

percentage
80
70
60
50
40
30
20 percentage
10
0
prepaid postpaid prepaid prepaid
18-25 25-35 35-45 above 45

student clerical unemployed others

MEERA BAI INSTITUTE OF TECHNOLOGY Page 40

 Percentage

student 18-25 prepaid

clerical 25-35 postpaid

unemployed 35-45
prepaid
other above 45 prepaid

Data interpretation:

It can be seen that according to preferred connection, student of age

group between 18-25 are using mostly prepaid sim which shows
75% , people working in offices uses postpaid sim which comprises
of 60% and others show little variation.

MEERA BAI INSTITUTE OF TECHNOLOGY Page 41

 PARAMETER OF SELECTING SERVICE PROVIDER
RESPONDENT AGE GROUP  PARAMETERS More
 Call charges focus
 Connectivity on
 Coverage
 Voice clarity
 Data plan rate
 Value added services

STUDENT 18-25 Connectivity 6

Data plans 7
Voice clarity 7

CLERICAL 25-35 Connectivity 7

Voice clarity 8

UNEMPLOYED 35-45 Call charges 5

Connectivity 3
coverage 2

OTHERS Above 45 Coverage 2

connectivity 1
Voice clarity 1

MEERA BAI INSTITUTE OF TECHNOLOGY Page 42

 PARAMETER OF SELECTING SERVICE
PROVIDER More focus on
9
8
7
6
5
4
3
2
1
0
Data plan…
Call…
Coverage

Call charges
Connectivity
Voice clarity

Voice clarity
coverage
coverage
PARAMETER OF
SELECTING SERVICE
PROVIDER More focus on
·
·
·

18-25 25-35 35-45 Above 45

STUDENTCLERICAULNEMPLOYOETDHERS

PARAMETER OF SELECTING SERVICE

PROVIDER More focus on

· Call charges

· Connectivity

· Coverage

· Voice clarity

MEERA BAI INSTITUTE OF TECHNOLOGY Page 43

 Data interpretation:

It is seen that student prefer for more connectivity, voice clarity and call charges.

Respondent from clerical prefer to look for more voice clarity and
connectivity, while respondents from unemployed look for coverage.

Attractive Feature of service provider

Parameters Respondent Total percentage

 Student
 Clerical
 Unemployed
 others

1.Easy Student-16 52
communication Clerical-10

2. Prices Student-4 24
Clerical-3
Unemployed-5

3. Number Clerical-5 24
portability Unemployed-3
Others-4

4.Other reasons Others-1 -

MEERA BAI INSTITUTE OF TECHNOLOGY Page 44

 60

50

40

30

20
respondent
10 percentage
0

Data interpretation: It is seen that respondent belonging to student and

clerical comprising of age group (18-25) and (25-35) look for easy
communication and prices more.

The respondents from unemployed group look for little of all the above mentioned
parameter.

MEERA BAI INSTITUTE OF TECHNOLOGY Page 45

 Most used service provider
Name of service Respondent Numbers Percentage
provider
1.Student
2.Clerical
3.Unemployed
4.Others

1.Reliance jio 13 26
2.Bharti Airtel 20 40
3.Vodafone 8 16
4.Idea 9 18

45
40
35
30
25
20
15
10
5
0 Total subscribers
Percentage %

MEERA BAI INSTITUTE OF TECHNOLOGY Page 46

 Total subscribers

1.Reliance Jio
2.Bharti Airtel
3.Vodafone
4.Idea

Data interpretation:

It is seen that the highest percentage lies for bharti airtel users as it
shows 26%out of 50 and 52% out of 100 which shows the highest range
of respondent accessing for bharti airtel .

MEERA BAI INSTITUTE OF TECHNOLOGY Page 47

 Satisfaction level of current service providers

Respondent Yes No
1.Student-20 30% 20%
2.Clerical-15 25% 25%
3.Unemployed-10 14% 10%
4.Others-5 10% 5%

35%
30%
25%
20%
15% Satisfaction level of
10%
5% current service
0% providers Yes
Satisfaction level of
current service
providers No

Satisfaction level of current

service providers Yes

1.Student
2.Clerical
3.Unemployed
4.Others

MEERA BAI INSTITUTE OF TECHNOLOGY Page 48

 MOST INFLUENTIAL ADVERTISEMENT SERVICE
PROVIDER

30

25

20

15 respondent
percentage
10

0
reliance jio bharti airtel vodafone idea

MEERA BAI INSTITUTE OF TECHNOLOGY Page 49

 respondent

reliance jio
bharti airtel
vodafone
idea

Data interpretation:

Customers are more influenced by Vodafone adds whether from

different respondent group like student, clerical, unemployed or others.

MEERA BAI INSTITUTE OF TECHNOLOGY Page 50

 Chapter 4
CONCLUSION
AND
RECOMMENDATION

MEERA BAI INSTITUTE OF TECHNOLOGY Page 51

 CONCLUSION AND RECOMMENDATION are based
on the survey conducted both online and offline and these
are the points to be looked upon :

*The respondent uses 4g data plans for the bharti airtel service provider.

*They are happy and satisfied and contented. Yet they

vary from postpaid versus postpaid respondent.

Their preferred parameters mostly cover:

1. Connectivity
2. Voice clarity
3. Coverage

Vodaphone is also a popular brand and doing good business.

Companies like Reliance Jio and Idea are also giving strong competition.

Thus, from above mentioned points it is cleared that

there is much growth of Airtel 4g in future though
reliance 4g has tried to capture the market but it is only
influential among the student comprising age group of
18-35. All the players need to improve their network
quality, coverage and connectivity but with proper
promotional strategies and facilities.

It is also recommended that if Airtel and Vodaphone

reduce the tariff plans for 4G data there will be a huge
increase in their data demands because they have the
best network.

MEERA BAI INSTITUTE OF TECHNOLOGY Page 52

 BIBLIOGRAPHY

1. Introduction- https://en.wikipedia.org/wiki/Telecommunications_in_India
2. Literature review-
http://shodhganga.inflibnet.ac.in/bitstream/10603/3869
/10/10_chapter%202.pdf
3. Company profile- https://en.wikipedia.org/wiki/Jio,
https://en.wikipedia.org/wiki/Bharti_Airtel,
https://en.wikipedia.org/wiki/Vodafone,
https://en.wikipedia.org/wiki/Idea_Cellular
4. Questionnaire- https://www.surveymonkey.com/r/BDZRWQL
https://www.slideshare.net/KunalKapoor6/research-project-on-
indian-telecom-industry- with-hypothesis.

MEERA BAI INSTITUTE OF TECHNOLOGY Page 53

QUESIONNAIR

NAME:

AGE:

SEX:

PROFESSION:

1. Are you a 4g mobile user?

A.Yes
B. NO
2. What type of connection do u prefer?

A.Postpaid
B.Prepaid

3. Which operator do you use?

A. Reliance jio
B. Bharti airtel
C. Vodafone
D. Idea

4. What influences your buying behavior?

A. Friends
B. Family
C. Advertisement
D. Past experience

5. Which parameter you look while selecting the service provider?

A. Call charges
B. Network availability
C. Customer services
D. Offers and schemes
E. Any other

MEERA BAI INSTITUTE OF TECHNOLOGY Page 54

 6. For post-paid customers. What problems do you face with the current provider?

A. Do not get bill on time

B.Wrongly charged

7. For Prepaid Customers. Problems faced with the current service provider?

A. Unnecessary balance cut

B. Connection problem
C. Network issues
D. No suitable tariff plans

8. Which feature of service provider attracts you the most?

A. Easy communication
B. Prices
C. Number portability
D. Other reasons

9. Reasons for your association with the current service provider.

A. Awareness
B. Recommendations
C. Retailer influenced
D. Retail visibility
E. Advertisements

10. Where would you see the advertisements of service provider?

A. Radio
B. Television
C. Hoardings
D. Internet
E. Other sources

11. In a month how many times you recharge your 4g data?

A. Once
B. Twice
C. More than 2 times

MEERA BAI INSTITUTE OF TECHNOLOGY Page 55

 12. Advertisement of which company you like the most?

A .Reliance
B. Bharti airtel
C. Vodafone
D.Idea

13. Are you satisfied with your current service provider?

A.Yes
B. No

14. Which mobile operator will you choose in future?

A. Reliance
B. Bharti airtel

C. Vodafone
D. Idea
E. Others

15. Your education level?

A. Clerical
B. College student
C. Women
D. Unemployed

16. Your income?

A. High
B. Middle
C. Lowert Middle

MEERA BAI INSTITUTE OF TECHNOLOGY Page 56

 17. Any improvement whether required for more accessibility?

A. Yes
B. No

MEERA BAI INSTITUTE OF TECHNOLOGY Page 57