Beruflich Dokumente
Kultur Dokumente
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DECLARATION
Place: UDAIPUR
Divya Sharma
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ACKNOWLEDGEMENT
A project usually falls short of its expects on unless guided by the right person.
At right time success of a project is an outcome of sincere efforts channels in the
right direction, professional guidance this project would not have been completed
without the direct or indirect help and guidance of such luminaries. They
provided me with the necessary resource and an atmosphere conductive for
healthy learning and training.
At the outset I would like to take this opportunity to gratefully acknowledge the
very kind and patient guidance I have received from my project guide “ Mr Dipin
Mathur” without his critical evaluation and suggestion at every stage of the
project.
Divya Sharma
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CONTENTS
9- LIMITATIONS 73-74
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EXECUTIVE SUMMARY
The study can be based to the extent of personal perception, Historical nature of
data collection and of the time limit. Based on findings, suggestions were given
Existing customers should be provided better response & services so that by
there good word of mouth company will get more customers.
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INDUSTRIAL ANALYSIS OF TELECOMMUNICATIONS
National Policy
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a civil-service-run operation under the Department of Telecommunications until
1994 when basic telephone services were opened to private-sector competition.
There also are submarine telecommunications cables linking India with Malaysia
and the United Arab Emirates. Although the government is a major manufacturer
of telephone equipment, the private sector--especially foreign ventures--is
becoming increasingly involved in manufacturing in the mid-1990s and paging,
cellular phone service, and electronic mail are being introduced.
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Telecom Industry in India
The telecom industry is one of the fastest growing industries in India. India has
nearly 200 million telephone lines making it the third largest network in the world
after China and USA. With a growth rate of 45%, Indian telecom industry has
the highest growth rate in the world.
- Much of the growth in Asia Pacific Wireless Telecommunication Market is
spurred by the growth in demand in countries like India and China.
- India‘s mobile phone subscriber base is growing at a rate of 82.2%.
- China is the biggest market in Asia Pacific with a subscriber base of 48% of
the total subscribers in Asia Pacific. Compared to that India ’s share in Asia
Pacific Mobile.
Phone market is 6.4%. Considering the fact that India and China have almost
comparable populations, India’s low mobile penetration offers huge scope
For growth.
Started in 1851 when the first operational land lines were laid by the government
near Calcutta (seat of British power). Telephone services were introduced in
India in 1881. In 1883 telephone services were merged with the postal system.
Indian Radio Telegraph Company (IRT) was formed in 1923. After independence
in 1947, all the foreign telecommunication companies were nationalized to form
the Posts, Telephone and Telegraph (PTT), a monopoly run by the government's
Ministry of Communications. Telecom sector was considered as a strategic
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service and the government considered it best to bring under state's control.
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Cellular services can be further divided into two categories: Global System for
Mobile Communications (GSM) and Code Division Multiple Access (CDMA). The
GSM sector is dominated by Airtel, Vodfone-Hutch, and Idea Cellular, while the
CDMA sector is dominated by Reliance and Tata Indicom. Opening up of
international and domestic long distance telephony services are the major growth
drivers for cellular industry. Cellular operators get substantial revenue from these
services, and compensate them for reduction in tariffs on airtime, which along
with rental was the main source of revenue. The reduction in tariffs for airtime,
national long distance, international long distance, and handset prices has driven
demand.
Cellular services
Growth Drivers
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distance, international long distance, and handset prices has driven
demand.
Telecom
Basic telephone services
Cellular Phones
Cable T.V. services
Calling card services
Call collect services
Cordless telephones
Electronic push button telephones
E-mailing & value-added services
EPABX
Facsimile machines
FM-RDS Pagers
Internet
Leased lines
One-number services
Radio Paging services
Toll free services
Transceivers/Two-way radios
Videotext services
Video conferencing
Voicemail
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VSATs - TDMA/DAMA and Bandwidth on Demand applications
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INTRODUCTION
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Leading international telecommunication companies such as Vodafone and
SingTel held partial stakes in Bharti Airtel.
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INTRODUCTION
The Late Dhirubhai Ambani dreamt of a digital India — an India where the
common man would have access to affordable means of information and
communication. Dhirubhai, who single-handedly built India’s largest private
sector company virtually from scratch, had stated as early as 1999: “Make the
tools of information and communication available to people at an affordable cost.
They will overcome the handicaps of illiteracy and lack of mobility.”
It was with this belief in mind that Reliance Communications (formerly Reliance
Infocomm) started laying 60,000 route kilometres of a pan-India fibre optic
backbone. This backbone was commissioned on 28 December 2002, the
auspicious occasion of Dhirubhai’s 70th birthday, though sadly after his
unexpected demise on 6 July 2002.
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Today, Reliance Communications is revolutionising the way India communicates
and networks, truly bringing about a new way of life.
HISTORY
FOOTPRINT
At present, Reliance Telecom's GSM cellular services are available in 340 towns
within its eight-circle footprint. Reliance's CDMA services are available in 19
states and cover about 65% of the country, state wise. Reliance Infocomm also
offered for the first time in India, mobile data services through its R-World mobile
portal. This portal leverages the data capability of the CDMA 1X network.
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BUSINESS REVIEW
During the twelve months ended March 31, 2007, revenues of the Wireless
business increased by 46% to Rs. 10,728 crore (US$ 2,489 million) from Rs.
7,364 crore (US$ 1,709 million).
Wireless EBITDA increased to Rs. 3,984 crore (US$ 924 million) from Rs. 2,250
crore (US$ 522 million). Margins expanded to 37% from 31%.
EBITDA of the Global business increased by 98% during the twelve months
ended March 31, 2007 to Rs. 1,271 crore (US$ 295 million). EBITDA margins
increased to 24% from 12% last year.
In the same period, the Broadband business achieved revenue growth of 123%
to Rs. 1,144 crore (US$ 265 million), and EBITDA increased by more than 6
times, to Rs. 519 crore (US$ 120 million). The EBITDA margin crossed 45% in
the twelve months ended March 31, 2007, from 15% in the corresponding period
in the previous year.
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TATA TELESERVICES
INTRODUCTION
TTSL was incorporated in 1995 and was the first company to offer CDMA Mobile
services in India, specifically in the state of Andhra Pradesh.
In December 2002, the company acquired the erstwhile Hughes Telecom (India)
Ltd. which was renamed Tata Teleservices (Maharashtra) Limited.
In September 2007, Tata Indicom launched the Talk World plan, an International
Long Distance Plan.
Tata is the direct competitor with Reliance, both CDMA operators in India. The
company provides unified telecommunication solutions including mobile, fixed
wireless, fixed line and broadband. Other competitors are Vodafone, Airtel,
Aircel, Idea, MTNL, BSNL providing GSM based mobile telephony.
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The company was first in India to provide free intra network calling within city
limits. They launched a unique scheme providing lifetime rental free connectivity
on its mobile and fixed wireless for a one time charge.
Tata Teleservices is part of the INR Rs. 119000 Crore (US$ 29 billion) Tata
Group, that has over 87 companies, over 250,000 employees and more than 2.8
million shareholders. With a committed investment of INR 36,000 Crore (US$ 7.5
billion) in Telecom (FY 2006), the Group has a formidable presence across the
telecom value chain.
Starting with the major acquisition of Hughes Tele.com (India) Limited [now
renamed Tata Teleservices (Maharashtra) Limited] in December 2002 the
company swung into an expansion mode. With the total Investment of Rs 19,924
Crore, Tata Teleservices has created a Pan India presence spread across 20
circles that includes Andhra Pradesh, Chennai, Gujarat, Karnataka, Delhi,
Maharashtra, Mumbai, Tamil Nadu, Orissa, Bihar, Rajasthan, Punjab, Haryana,
Himachal Pradesh, Uttar Pradesh (E), Uttar Pradesh (W), Kerala, Kolkata,
Madhya Pradesh and West Bengal.
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The company, which heralded convergence technologies in the Indian telecom
sector, is today the market leader in the fixed wireless telephony market with a
total customer base of over 3.8 million.
Some of the other products launched by the company include prepaid wireless
desktop phones, public phone booths, new mobile handsets and new voice &
data services such as BREW games, Voice Portal, picture messaging,
polyphonic ring tones, interactive applications like news, cricket, astrology, etc.
Tata Indicom redefined the existing prepaid mobile market in India, by unveiling
their offering – Tata Indicom ‘Non Stop Mobile’ which allows customers to receive
free incoming calls. Tata Teleservices today has India’s largest branded telecom
retail chain and is the first service provider in the country to offer an online
channel www.ichoose.in to offer postpaid mobile connections in the country.
Tata Teleservices has a strong workforce of 6000. In addition, TTSL has created
more than 20,000 jobs, which will include 10,000 indirect jobs through
outsourcing of its manpower needs.
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BSNL
INTRODUCTION
Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest
Telecommunications Company providing comprehensive range of telecom
services in India: Wireline, CDMA mobile, GSM Mobile, Internet, Broadband,
Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span
of five years it has become one of the largest public sector unit in India.
BSNL has installed Quality Telecom Network in the country and now focusing on
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improving it, expanding the network, introducing new telecom services with ICT
applications in villages and wining customer's confidence. Today, it has about
47.3 million line basic telephone capacity, 4 million WLL capacity, 20.1 Million
GSM Capacity, more than 37382 fixed exchanges, 18000 BTS, 287 Satellite
Stations, 480196 Rkm of OFC Cable, 63730 Rkm of Microwave Network
connecting 602 Districts, 7330 cities/towns and 5.5 Lakhs villages.
BSNL is the only service provider, making focused efforts and planned initiatives
to bridge the Rural-Urban Digital Divide ICT sector. In fact there is no telecom
operator in the country to beat its reach with its wide network giving services in
every nook & corner of country and operates across India except Delhi &
Mumbai. Whether it is inaccessible areas of Siachen glacier and North-eastern
region of the country. BSNL serves its customers with its wide bouquet of
telecom services.
BSNL is numero uno operator of India in all services in its license area. The
company offers vide ranging & most transparent tariff schemes designed to suite
every customer.
BSNL cellular service, CellOne, has more than 17.8 million cellular customers,
garnering 24 percent of all mobile users as its subscribers. That means that
almost every fourth mobile user in the country has a BSNL connection. In basic
services, BSNL is miles ahead of its rivals, with 35.1 million Basic Phone
subscribers i.e. 85 per cent share of the subscriber base and 92 percent share
in revenue terms.
BSNL has more than 2.5 million WLL subscribers and 2.5 million Internet
Customers who access Internet through various modes viz. Dial-up, Leased Line,
DIAS, Account Less Internet(CLI). BSNL has been adjudged as the NUMBER
ONE ISP in the country.
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infrastructure that provides convergent services like voice, data and video
through the same Backbone and Broadband Access Network. At present there
are 0.6 million DataOne broadband customers.
The company has vast experience in Planning, Installation, network integration
and Maintenance of Switching & Transmission Networks and also has a world
class ISO 9000 certified Telecom Training Institute.
Scaling new heights of success, the present turnover of BSNL is more than
Rs.351,820 million (US $ 8 billion) with net profit to the tune of Rs.99,390
million (US $ 2.26 billion) for last financial year. The infrastructure asset on
telephone alone is worth about Rs.630,000 million (US $ 14.37 billion).
BSNL plans to expand its customer base from present 47 millions lines to 125
million lines by December 2007 and infrastructure investment plan to the tune of
Rs. 733 crores (US$ 16.67 million) in the next three years.
The turnover, nationwide coverage, reach, comprehensive range of telecom
services and the desire to excel has made BSNL the No. 1 Telecom Company of
India.
History
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the telecom sector was opened up by the Government for Private investment,
therefore it became necessary to separate the Government's policy wing from
Operations wing. The Government of India corporatised the operations wing of
DoT on October 01, 2000 and named it as Bharat Sanchar Nigam Limited
(BSNL).BSNL operates as a public sector.
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VODAFONE ESSAR
Vodafone Essar provides 2G services based on 900 MHz and 1800 MHz digital
GSM technology, offering voice and data services in 16 of the country's 23
licence areas.
Vodafone Essar provides 2G services based on 900 MHz and 1800 MHz digital
GSM technology, offering voice and data services in 16 of the country's 23
licence areas.
OWNERSHIP:
Vodafone Essar is owned by Vodafone 52%, Essar Group 33%, and other Indian
nationals, 15%.
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On February 11, 2007, Vodafone agreed to acquire the controlling interest of
67% held by Li Ka Shing Holdings in Hutch-Essar for US$11.1 billion, pipping
Reliance Communications, Hinduja Group, and Essar Group, which is the owner
of the remaining 33%. The whole company was valued at USD 18.8 billion . The
transaction closed on May 8, 2007.
PREVIOUS BRANDS:
The company used to be named Hutchison Essar, reflecting the name of its
previous owner, Hutchison. However, the brand was marketed as Hutch. After
getting the necessary government approvals with regards to the acquisition of a
majority by the Vodafone Group, the company was rebranded as Vodafone
Essar. The marketing brand was officially changed to Vodafone on 20 September
2007.
On September 20, 2007 Hutch becomes Vodafone in one of the biggest brand
transition exercises in recent times.
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A popular daily quoted a Vodafone Essar director as saying that "the objective is
to leverage Vodafone Group's global scale in bringing millions of low-cost
handsets from across-the-world into India."
While there is no revealing the prices of the low-cost Vodafone handsets, the
industry is abuzz that prices might start at Rs 666, undercutting Reliance
Communications' much-hyped 'Rang Barse' with cheap handsets beginning at Rs
777.
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In a country growing as fast as India, a strategic and well managed business plan
is critical to success. Initially, the company grew its business in the largest
wireless markets in India - in cities like Mumbai, Delhi and Kolkata. In these
densely populated urban areas it was able to establish a robust network, well
known brand and large distribution network -all vital to long-term success in
India. Then it also targeted business users and high-end post-paid customers
which helped Hutchison Essar to consistently generate a higher Average
Revenue Per User ("ARPU") than its competitors. By adopting this focused
growth plan, it was able to establish leading positions in India's largest markets
providing the resources to expand its footprint nationwide.
2001: Won auction for licences to operate GSM services in Karnataka, Andhra
Pradesh and Chennai
2004: Launched in three additional telecom circles of India namely 'Punjab', 'Uttar
Pradesh West' and 'West Bengal'
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2008: Vodafone acquired Dishnet Wireless, a service provider in Orissa and has
successfully launched its services in the following circle.
Hutch was often praised for its award winning advertisements which all follow a
clean, minimalist look. A recurrent theme is that its message Hello stands out
visibly though it uses only white letters on red background. Another recent
successful ad campaign in 2003 featured a pug named Cheeka following a boy
around in unlikely places, with the tagline, Wherever you go, our network follows.
The simple yet powerful advertisement campaigns won it many admirers.
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RAINBOW
Sistema Shyam TeleServices Limited is a joint venture company between
Sistema (LSE: SSA) of Russia and Shyam Group of India. Sistema (LSE: SSA)
has a controlling 73.71% stake in the venture. Sistema Shyam TeleServices
Limited has licenses and
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our customers; solutions that assist our customers in realizing seamless mobility.
1. Fixed phones
Get connected with rainbow and communicate with your family and friends.
State-of-the-art technology gives you crystal clear voice quality. Add to this
customized tariff plans to meet your specific requirements and you have better
value for money. Internet-ready telephone connections let you easily exploring
the world.
Rainbow provides 24x7 customer care services for every user. Our customer
care is geared up to meet your requirements. We are just a call away from you.
2 Landline phones
Graham Bell created it, scientists evolved it and people have used it for over a
century The wire line telephone is one of the simplest devices you have in your
house. You could still use an antique phone from the 1920's, even though the
technology is continuously being improvised.
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IDEA CELLULAR LIMITED
As India's leading GSM Mobile Services operator, IDEA Cellular has licenses to
operate in 11 circles. With a customer base of over 17 million, IDEA Cellular has
operations in Delhi,Maharashtra, Goa, Gujarat, Andhra Pradesh, Madhya
Pradesh, Chattisgarh, Uttaranchal, Haryana, UP-West, Himachal Pradesh and
Kerala. IDEA Cellular's footprint currently covers approximately 45% of India's
population and over 50% of the potential telecom-market.
Idea Cellular is a wireless telephony company operating in various states in
India. It initially started in 1995 as a join venture between the Tatas, Aditya Birla
Group and AT&T by merging Tata Cellular and Birla AT&T Communications.
Initially having a very limited footprint in the GSM arena, the acquisition of
Escotel in 2004 gave Idea a truly pan-India presence covering Maharashtra
(excluding Mumbai), Goa, Gujarat, Andhra Pradesh, Madhya Pradesh,
Chattisgarh, Uttar Pradesh (East and West), Haryana, Kerala, Rajasthan and
Delhi (inclusive of NCR). The company has its retail outlets under the "Idea n'
U" banner. The company has also been the first to offer flexible tarrif plans for
prepaid customers. It also offers GPRS services in urban areas.
Holding
Initially the Birlas, the Tatas and AT&T Wireless each held one-third equity in the
company. But following AT&T Wireless' merger with Cingular Wireless in 2004,
Cingular decided to sell its 32.9% stake in Idea. This stake was bought by both
the Tatas and Birlas at 16.45% each.
Tata's foray into the cellular market with its own subsidiary, Tata Indicom, a
CDMA-based mobile provider, cropped differences between the Tatas and the
Birlas. This dual holding by the Tatas also became a major reason for the delay
in Idea being granted a license to operate in Mumbai. This was because as per
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Department of Telecom (DOT) license norms, one promoter could not have more
than 10% stake in two companies operating in the same circle and Tata Indicom
was already operating in Mumbai when Idea filed for its license.
The Birlas thus approached the DOT and sought its intervention, and the Tatas
replied by saying that they would exit Idea but only for a good price. On April 10,
2006, the Aditya Birla Group announced its acquisition of the 48.18% stake held
by the Tatas at Rs. 40.51 a share amounting to Rs. 44.06 billion. While 15% of
the 48.14% stake was acquired by Aditya Birla Nuvo, a company in-charge of the
Birlas' new business initiatives, the remaining stake was acquired by Birla TMT
holdings Private Ltd., an AV Birla family owned company.Currently, Birla Group
holds 98.3% of the total shares of the company.
Idea has successfully launched 3 more new circles (states) in India viz.
Rajasthan, Himachal Pradesh and UP (East) to make itself a pan-India player.
Recently, Idea got licenses to operate in Mumbai & Bihar. They are awaiting the
spectrum from DoT
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Aircel group is a mobile phone service provider in India. It offers both prepaid
and postpaid GSM cellular phone coverage throughout India. Aircel is a joint
venture between Maxis Communications of Malaysia and Apollo Hospital
Enterprise Ltd of India. UTSB has a 74% stake in Aircel and the remaining 26%
is with Apollo Hospitals. It is India’s Seventh largest GSM mobile service provider
with a subscriber base of over 51.83 million, as of January 31, 2011. It has a
market share of 6.72% among the GSM operators in the country. As on date,
Aircel is present in all 23 telecom circles (including Andhra Pradesh, Assam,
Bihar & Jharkhand, Chennai, Delhi & NCR, Gujarat, Haryana, Himachal Pradesh,
Jammu & Kashmir, Karnataka, Kerala, Kolkata, Madhya Pradesh, Mumbai, North
East, Orissa, Punjab, Rajasthan, Rest of Maharashtra & Goa, Rest of Tamil
Nadu, Rest of West Bengal, Uttar Pradesh East, Uttar Pradesh West) as per the
company plans to become a pan-India operator by 2010. Additionally, Aircel has
also obtained permission from Department of Telecommunications (DoT) to
provide International Long Distance (ILD) and National Long Distance (NLD)
telephony services. It also has the largest service in Tamil Nadu
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TATA DoCoMo, usually referred to as DoCoMo (not to be confused with NTT
Docomo), is a Tata Teleservices Limited (TTSL) owned cellular service provider
on the GSM platform-arising out of the Tata Group's strategic joint venture with
Japanese telecom giant NTT Docomo in November 2008. Tata Teleservices
received a a license to operate GSM telecom services in 19 telecom Circles and
has been allotted spectrum in 18 of these circles, under the brand "TATA
DoCoMo". Tata Docomo launched GSM services on 24 June 2009. It first
launched in South India and currently operates in 18 of 22 telecom circles. It has
licence to operate in Delhi but has not been allocated spectrum from the
Government.[1] Tata Teleservices is the country's fifth largest operator in terms of
wireless subscribers (including both CDMA and GSM), after Bharti Airtel,
Reliance Communications and Vodafone and state run player BSNL. Tata
DOCOMO offers both prepaid and postpaid GSM cellular phone network in 18
circles. 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.[2]
Industry Telecommunications
Founded November 2008
Headquarters New Delhi, India
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Services Mobile network
Tata Teleservices (74%)
Parent
NTT DoCoMo (26%)
Website TataDoCoMo.com
Customer Satisfaction
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The Value of Customer Satisfaction
By “Andrew Mennie”, General Manager eGain Communications EMEA
What is the connection between customer satisfaction and the bottom line?
Ever wondered how much customer satisfaction is worth? We all know and
Accept that it is a strategic goal for all organizations involved in the delivery
of customer service. Yet in all my experience as a professional in this arena,
I have never come across a customer services director who could articulate the
Financial value of customer satisfaction to their business. Conversely, I have
Never met a customer service Director Who wasn’t measured on it. How
Bizarre. Big business is happy to measure it but doesn’t know what its worth.
One of the reasons for the difficulty in making the connections, is the
Intangibility of customer churn. That is to say, how dissatisfied does a
Customers have to be before they leave and sign with the competition? What
Might be an intolerable experience for one customer may well exceed all
Expectations of another. Then there’s competition. What if there isn’t any?
Before deregulation how concerned were the large utility companies with
Customer satisfaction or British Telecom comes to that. Interesting therefore
That the telecoms sector is where war is being waged on customer
Satisfaction Could it that be high customer satisfaction attracts new customers
and helps retain existing ones? Sounds like that could be worth something.
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They attracted me with their offer of Rs.50 on sim card .I stayed them with 6
month .They offered me services like –network coverage,rominig facility low call
charges etc. but after some company failed to provide me good services . and I
am also irritated by the unwanted calls &messages comes from the company . so I
have complained many times to the company about their bad services & unwanted
calls & messages but they have not taken any actions on my complains. As a loyal
customer I have paid all the charges & processing fees of complain but they have
not given me good response . So finallyI change my connection & service
provider now I am using service of company B. they provided me good services .
Now I am satisfied with services of company B .
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8. Develop cross-functional action plans that enhance strengths and
Correct weaknesses.
The organization.
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product.
5. Don't make your customers or visitors hunt for your contact information.
Make it easy for them to contact you. Offer as many contact methods as
possible. Hyperlink all your e-mail addresses so they don't have to find or
type it. Offer a toll free number.
• Total Cost Control You can control your service provider Prepaid like
never before. No more rentals or deposits – simply recharge as much as
you need to from as low as Rs. 10, to as high as Rs. 10,000/-.
• Pre activated STD/ISD without deposits or rentals
You can now enjoy a pre-activated STD/ISD on your service provider
Prepaid. No more paying deposits or having a minimum balance in your
account to make an STD/ISD call. Hassle-free calls are here to stay!
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• Strong Network Coverage Enjoy complete clarity when calling with
service provider world-class technology and unbreakable network
coverage .
• Recharge your service provider Prepaid Recharging is Easy. The calling
value on your card keeps reducing as you make calls or use any other
chargeable service. Choose the service provider Prepaid Recharge
Coupon that’s right for you, from a variety of tailor– made recharge
coupons with different denominations, which are available at a number of
outlets across your city. Simply follow the procedure mentioned below, to
recharge your phone.
• Easy Recharge Recharge your service provider Prepaid Card
electronically with value that suits your needs, starting from Rs. 10 till Rs.
10,000. You can also recharge your service provider Prepaid while
roaming anywhere in the country. .
• Call management Services Call waiting, call hold, call divert and Caller
Line Identification Presentation– all with your service provider prepaid
connection.
• Voice Mail When your handset is switched off, or you’re too busy to
answer the phone, service provider Voicemail will answer your calls and
record a message. The best part is that there's no extra monthly cost for
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setting up Voicemail - you just pay for the phone call when you use the
service.
Post-paid sercices:- Life becomes much simpler with your service provider
Postpaid. It gives you the unlimited freedom to reach out to people in your
special way.
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in to any service provider Relationship Centre in the country, make
payments by cash or credit card and enjoy uninterrupted service provider
Services.
• Credit limit Your pre-set credit limit mentioned on your monthly bill helps
you keep your mobile charges in control, keeps track of your usage and
ensures that your mobile phone is not misused. Should you exceed your
credit limit, you will be informed via a voice or a non-voice message to
make an interim payment and reduce your account balance below your
credit limit. You may also choose to pay us an additional refundable
deposit to enhance your credit limit or opt for our
convenient payment method of Credit Card Standing instruction .You can also
make use of ECS facility.
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to Share those interesting one-liners, important reminders and rib-tickling
jokes, with anyone, anytime, anywhere in the world.
• MMS (Multi-media Messaging Service): Jazz up your messages with
pictures, images and video clippings, with MMS from service provider
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OBJECTIVES OF THE STUDY
RESEARCH METHOD
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taken, as the objective of the project is to conduct the market share study to
determine the share of the market received by both the company and it’s
competitors.
DATA COLLECTION
The information needed to further proceed in the project had been collected
PRIMARY DATA
Primary data consists of information collected for the specific purpose at
hand for the purpose of collecting primary data, survey research was used
and all the retail outlets sellers using different brands and their competitors
description.
SECONDARY DATA
The secondary data consists of information that already exist somewhere,
Having been collected for another purpose. Any researcher begins the
research work by first going through the secondary data. Secondary data
includes the information available with the company. It may be the findings
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of research previously done in the field. Secondary data can also be collected
agencies etc.
STATISTICAL ANALYSIS
The methodology adopted for eliciting the data required for the study was
survey method. It is the overall pattern or framework of the project that will
what procedures.
Detail:
Research Method : Analytical Study
Area : Udaipur
Type of Data : 1. Primary 2. Secondary
Industry : Telecom
Respondent : 100
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DATA ANALYSIS AND INTERPRETATION
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DEMOGARPHIC FEATURES OF REPONDENTS
PARTICULARS NUMBER
MALE 40
FEMALE 60
70
60
50
40
30
20
10
0
MALE FEMALE
52
PARTICULARS NUMBER
Yes 100
No 0
120
100
80
60
40
20
0
Yes No
INTERPRETATION:
All the respondents had mobile connections.
53
2 19
3 0
>3 0
90
80
70
60
50
No. of respondents
40
30
20
10
0
1 2 3 >3
INTERPRETATION:
out of 100 respondents 81 says that they had 1 connection while 19 were having
2 connections.
54
70
60
50
40
No. of respondents
30
20
10
0
Prepaid Postpaid
INTERPRETATION:
Out of 100 respondents 62 were using prepaid connections while 38 respondents
were using postpaid connections.
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TATA INDICOM 4
IDEA 7
TATA DOCOMO 6
RAINBOW 1
35
AIRCEL
30
AIRTEL
25 BSNL
20 VODAFONE
RELIANCE
15
TATA INDICOM
10 IDEA
5 TATA DOCOMO
RAINBOW
0
INTERPRETATION:
Out of 100 respondents 35 were using AIRTEL, 21 were using BSNL, 13 were
using VODAFONE and 7 RELIENCE, 4 were using TATA while 7 were using
IDEA, 1 were RAINBOW,6 were AIRCEL & 6 were TATA DOCOMO.
PARTICULARS NUMBER
Yes 79
No 21
56
90
79
80
70
60
50
NUMBER
40
30
21
20
10
0
Yes No
INTERPRETATION:
Out of 100 respondents 79 respondents were satisfied with the services of there
particular service providers while only 21 were not satisfied.
COVERAGE 61
CALL CHARGES 21
ROAMING CHARGES 2
57
G.P.R.S. 14
OTHERS 2
70
60
50
40
No. of respondents
30
20
10
0
S
ES
S
E
.
.S
E
ER
AG
G
G
.R
R
R
TH
R
.P
HA
A
VE
O
H
C
O
G
C
IN
AL
AM
C
O
R
INTERPRETATION:
Out 100 respondents 61 respondents were attracted by the coverage facility, 21
by call charges, 2 by roaming charges, 14 by G.P.R.S while 2 were attracted by
others
PARTICULARS NO. OF
RESPONDENTS
T.V. 31
MAGAZINES 12
58
NEWSPAPERS 22
INTERNET 15
OTHERS 20
35
30
25
20 NO. OF
15 RESPONDENTS
10
5
0
ET
S
S
V.
RS
ER
NE
T.
RN
E
TH
I
AP
AZ
TE
O
SP
AG
IN
W
M
NE
INTERPRETATION:
Out of 100 respondents 31 gets aware of cellular services by T.V, 15 by internet,
22 by news papers, 20 by others while 12 by magazines.
59
60
50
40
NO. OF
30
RESPONDENTS
20
10
0
Less than 150-350 350-500 Above 500
150
INTERPRETATION:
Out of 100 respondents most of the respondents monthly expenses were 150-
350, 28 had monthly expenses of less than 150, 13 had 350-500 while only 7
were having monthly expenses of above 500.
9. From how long you are availing the services of this particular service
provider?
60
More than 3 years 10
45
40
35
30
25 NO. OF
20 RESPONDENTS
15
10
5
0
1 year 2 years 3 years More than
3 years
INTERPRETATION:
Out of 100 respondents 40 were availing the services of there particular service
providers since 2 years, 34 since 1 year, 16 since 3 years while only 10 were
availing the services from more than 3 years.
10. Would you like to change your current service provider in future?
61
90
80
70
60
50 No. OF
40 RESPONDENTS
30
20
10
0
Yes No
INTERPRETATION:
Out of 100 respondents 77 did not want to change there current service providers
while only 23 respondents want to change there current service providers.
62
OBSERVATION AND FINDINGS
• It was found that respondents give first preference to the quality of service
provided and then \cost of product and services.
• Opinions regarding selecting a vendor for product and services is mainly
depend on company policies then on the decision makers [manager \area
sales manger \marketing associated] itself.
63
• Customers are satisfied with various plans.
• It was observed that most of the customers have only one connection.
• Maximum number of respondents were attracted towards the coverage facility
and the least like the roaming services.
• Most of the customer prefer prepaid connections than postpaid connections.
• T.V. and internet are the best media advertisements that put more impact on
the customer buying decisions
• Maximum number of customer are loyal to there particular service providers
and they were using there connections since 2 years.
• The monthly expense of maximum customer was ranging from 150-300.
64
LIMITATIONS
65
1. Method of data collection was through personal interview and therefore
bias becomes a major limitation.
2. Due to the time constraints all the customers were not covered.
3. The sample was restricted to 100 customers, which may restrict the
scope and completion of study.
66
CONCLUSION
67
• Most of customer prefers prepaid connection.
• I observed that most of the customers are satisfied with current using
services.
• Aircel & TATA DOCOMO are new market players & they increase
competition for each other.
68
SUGGESTIONS& RECOMMENDATION;
69
Existing customers should be provided better response & services so
that by there good word of mouth company will get more customers.
Advertisements should be given in the magazines related to Business,
Management service, Electronics Media, and Business world or by
installing stalls in different-different areas etc,
Awareness should be created among the prospective customer.
Office should be on good location :
Companies should be tried to retain there customer by customer
relationship.
Make availability of coverage in rural areas.
There should be no compromise in quality and the network facility.
70
BIBLIOGRAPHY
71
BOOKS:
• Marketing Research – G. C. Beri
• Research Methodology – C.R Kothari
• Principles of Marketing – Philip Kotler
Web Resources:
• www.trai.gov.in
• http://www.tataindicom.com/t-aboutus-ttsl-organization.aspx
• http://www.rcom.co.in/webapp/Communications/rcom/Aboutus/aboutus_h
ome.jsp
• http://www.ideacellular.com/IDEA.portal?
_nfpb=true&_pageLabel=IDEA_Page_AboutIdea
• http://www.bsnl.co.in/about.htm
• http://www.rainbow.com
• www.aircel.com
• www.tatadocomo.com
72
73
QUESTIONNAIRE
“A comparison of customer satisfaction in telecom industry in Udaipur city”
Name –----------------------------------------------------
Contact no.----------------------------------------------
Sex- male female
74
6. Which facility attracts you most?
Coverage Call charges
Roaming facility G.P.R.S
Others Specify……………………………………………
9. From how long you are availing the services of this particular service provider?
1 year 2 years
3 years More than 3 years
10. Would you like to change your current service provider in future?
Yes No
75