ACKNOWLEDGEMENT

First of all, I will praise the Glorious and Almighty Allah who gave me the courage and strength to accomplish my task to the full of my abilities and capabilities within the due time. Secondly, I would like to thank my parents because without there support and prayers this project would not have been completed on time. Also, my special thanks to Pakistan Television Corporation for helping me out in the completion of the project and giving me their precious time out of there busy schedule because without there support this project would not have been completed on time. Finally my special thanks and regards to my supervisor Asst. Prof. Mrs. Nain Tara who guided me with ways to complete the project. Thank you All

ABSTRACT

The project is about finding ways of how customer satisfaction can be enhanced through latest technology and for that purpose questionnaire method was used to access the current satisfaction level provided into value and by cable TV services. which The questionnaire quality, no address, was of divided several variables include

channels,

added

services,

queries

monopoly,

customization

charges. Responses confirmed that customers

are dissatisfied with the service which provides reasons for PTV to introduce DTH service. Moreover this project also includes the financial details required to implement this technology.

TABLE OF CONTENT

ACKNOWLEDGEMENT................................................i ABSTRACT......................................................ii 1. INTRODUCTION................................................3 1.1 Background of the Problem................................3 1.2 COMPANYS INTRODUCTION...................................4 1.3 NO OF CHANNELS IN PTV....................................5 1.4 OPPORTUNITY..............................................5 1.5 RATIONAL FOR PROJECT RESEARCH............................6 1.6 PROBLEM STATEMENT........................................7 1.7 PROJECT OBJECTIVES.......................................9 1.8 PROJECT AUDIENCE.........................................9 1.9 TYPE OF RESEARCH........................................10 1.10 RESEARCH DESIGN & PROCEDURE.............................11 2. CONTEMPORARY RESERCH (LITERATURE REVIEW)...................12 3. INTRODUCTION OF NEW ELECTRONIC MEDIA TECHNOLOGY IN PAKISTAN 37 3.1 SERVICES:...............................................38 3.2 DTH AND CABLE OPERATORS:................................38 3.3 DTH AND IPTV:...........................................40 3.4 DTH in a Comparative Market-INDIA:......................41 3.5 The Digital Opportunity:................................41 3.5.1 Emerging Technologies:...............................41 3.6 A Market Ripe for DTH:..................................42 3.7 Price Comparison:.......................................42 3.7.1 How much is PRs. 500 per Month?......................43 3.8 The Hi-Definition Experience:...........................43 3.9 Market Analysis:........................................44 3.9.1 Target Market:.......................................44
1

3.9.2 Analysis of 10 Major Cities of Pakistan:.............45 4. FINANCIAL DETAILS OF DTH PROJECT...........................47 4.1.1 SEQUENCE OF ACTIVITIES FOR THE COMPLETION OF DTH PLAN 48 4.1.2 DETAILS OF HUMAN RESOURCE............................49 5. RECOMMENDATIONS............................................50 6. CONCLUSION.................................................53 7. REFERENCES.................................................54 8. ANNEXURE...................................................56 9. QUESTIONNAIRE..............................................65 9.1.1 Questionnaire (b)....................................68 Questionnaire (b)

1. INTRODUCTION 1.1 Background of the Problem

The research proposal focuses on highlighting the importance of customer satisfaction related with the ever new inventions of the technology in the electronic media, with special focus on the picture quality presented by different TV channels, and the means through which these signals are transmitted to the customer, that is the cable network spread over a vast area, and due to this factor a lot of time and workforce is required for its maintenance. Unfortunately poor maintenance of these cables resulting regular in cause poor of quality concern of channels the with distortion customers. is a for cable Cable

operators offering 80+ channels, only 15% of channels have very good quality in general with frequent complaints of subscribers regarding poor service is a common practice. Pemra censorship code is not properly administered. Cable subscribers do not have content choice or parental control and value added services. The crux of our idea is not about dealing with any parts of television sets. Instead the theme of our idea is how we can provide all these channels to customer at reasonable cost with quality services. Now days, cable TV operators are providing sufficient number of channels, but here the question arises that are they really satisfying their customers? I think they are not, because due to poor maintenance of cable wires, the quality of channels are really poor, so a customer thinks that even after paying a huge sum of money every month he is still not getting the desired reward.

Our idea is to bring a technology that is far better than this conventional cable TV service with the help of PTV. For this a new department formation for the new system is required or it can be adjusted in the already existing setup. New technology requires new skills and expertise for the human resource, PTV has two options, first is to train the existing staff and second is to hire a new bunch of young graduates to deal with the new technology.

1.2 COMPANYS INTRODUCTION

Pakistan limited

Television company. All

Corporation its shares

Limited are

(PTV) by

is

public of

held

Government

Pakistan. The decision to establish a general purpose television service with the participation of private capital and under the general supervision of the Government of Pakistan (GOP) was taken in October 1963. Subsequently the GOP signed an agreement with Nippon Electronic Company of Japan, allowing it to operate two pilot stations in Pakistan. The first of these stations went
1

on air in Lahore on 26 November 1964. On the completion of the experimental phase, a private limited company, called Television Promoters Limited was set up in 1965 which was converted into a public limited company in 1967. Television centers were established in Karachi and Rawalpindi/Islamabad in 1967 and in Peshawar and Quetta in 1974. PTV satellite transmission is round the clock. The transmission includes ETV and PTV News transmission.

1.3 NO OF CHANNELS IN PTV

The PTV family includes six channels. PTV Home PTV News PTV National PTV Bolan PTV Global AJK TV

1.1 OPPORTUNITY
To study and analyze the problem in depth. To know about the functioning of PTV. To access the technology being used. To come up with the solution of the problem after using different methods of research. To contribute towards the uplift of this institution of Pakistan that is serving the nation for over 45 years now.
2

1.1 RATIONAL FOR PROJECT RESEARCH

As PTV was the first channel that started its operation in

Pakistan, for so many years when no other channel was there, it has contributed in every situation even during the war times of 1965-71 as told by our grand parents and other people of that time. In years of 1990s, in our childhood we still remember the production introducing and Zohaib and of successful programs who Hadiqa and dramas, such as stars Khan Uncle and etc. Sirgham, Ainak walajin, Dhowan and many more success stories, many Hassan, poets individuals Alamgir, such later became Imran represented Pakistan all over the world arena, stars like Nazia Qiyani, Writers as Fatima Sureya Bajiya, Amjad Islam

Amjad, Banu Qudsiya etc, in very aspect PTV has given a lot to this nation and contributed towards its success. With entry of so many channels today, the competition is getting tougher day by day, new technologies so I are entering this into the to my world help of this electronic problems media, took opportunity it as

institution of Pakistan regain its lost glory by identifying the and through research, taking own project provide solutions that are applicable in the long run. The urge to give some thing back which solves the problem of this great institution is a great motivational factor for me. Through my research I would be able to explore different solutions to this problem with the that would be cost effective and and regain would the help trust the and organization solve the problem of customer satisfaction related current cable operators confidence of the customers.

1.2 PROBLEM STATEMENT

Is the poor services provided by the cable operators resulting in the customer dissatisfaction?

As

many

new

organizations

entering

the

electronic

media

are

resulting in cutthroat competition, so many cable operators in order to attract maximum attention of its customers are not only trying to improve the standard of programs aired but also expanding their scope of network to far flung areas. In doing expansion, one important aspect these cable operators forget is the maintenance of the cables that if maintained would result in customer satisfaction, but this is a problem for many cable operators.

INDEPENDENT VARIABLE

DEPENDENT VARIABLE

CABLE OPERATORS SERVICES

CUSTOMER SATISFACTION

Quality
SOUND PICTURE

No of channels

Value added services

Custome r Satisfact ion

Queries response

Customiza tion

Monopoly factor

Charges

1.3 PROJECT OBJECTIVES

To

find

out

the

impact

of

this

problem

on

customer

satisfaction. Identify the way through research and analysis which would be result oriented, of how PTV can effectively handle this problem. To utilize this opportunity to access our skills and

abilities as a future project manager.

To effectively utilize the capabilities of all our team members and put up a coordinated effort in bringing up the best solution to the problem.

1.1 PROJECT AUDIENCE

Management staff of PTV Employees of the organization Customers Suppliers/ vendors Maintenance staff Cable operators

1.1 TYPE OF RESEARCH

This research is based on management research because it focuses more on finding the influences on the behavior of the people and also it will With and consider a the the cost of implementing the research area of research that is is on the at The research aimed finding. customers improving generalist

organization.

understanding

of particular business and management

problem so it follows an applied research. The purpose of this research is to explore and explain the effects of poor area/ services provided by the cable operators segment that is the customers using on customers level of satisfaction. As the research focuses on a particular cable services, with particular time availability so cross-sectional research is undertaken here. Survey technique is used that is the questionnaire and the interviews for the research because of the fact that each respondent would be asked same questions through a distribution of the questionnaire so that to record their responses that on same questions to gather findings that would be easy in interpreting and coming up with results and conclusion. The scope of the research is micro level because it includes short term face to face interactions of individuals typically relating to the problem with in a small scale setting. The research is quantitative supported by the qualitative research when results are compiled in percentages.

1.2 RESEARCH DESIGN & PROCEDURE

Collection

of

data that

for I

my

research

mainly

comprises

of

the

questionnaires

formulated

which

highlighted

different

queries regarding poor services provided by the cable operators resulting in customer dissatisfaction that is supported by our findings in the search of a solution for PTV. The research questions were asked from customers that included all users of cable service. A total of 66 questionnaires were distributed among the customers. and For the greater of an understanding of the of research variables making appropriate analysis

questionnaires and coming at a result I considered it to be helpful if the questionnaires are distributed among both genders to observe there views. The questionnaire answers were given in numbers and for that purpose lickered scale is established from 1 that depicts very dissatisfied to number 5 that indicates very satisfied so that results could be converted into the percentages. For more research on the topic I read the articles, research papers and different views of scholars related to variables available on the internet. Their views on the topic helped me in comparing with my research findings. This comparative research helped me in coming to the right conclusion. Another source of my information was the discussions with PTV officials. I also discussed this with my parents and family members who are regular viewers of cable channels. This helped me identifying the correctness of my research.

2. CONTEMPORARY RESERCH (LITERATURE REVIEW)

Source: Adopted from Lovelock et al (2007), pp.391 In the above table there are mentioned different types of gaps on the part of the organization in which they are lacking, that results in the customer dissatisfaction. Firstly the organizations are unaware about the customer needs and demands what actually they are looking for, means customized product development is required. Sometimes it happens that management interpretation of the situation is different from that of the customers that creates the standard gaps, it is the customers that defines the standards and quality measures. The way how you present they your product to the in customer terms of actually quality; makes here the the difference. It is difficult for the customer to evaluate what have actually received perception, interpretation and service gaps are created.

Pakistan Electronic According to one estimate, there has been an accumulative investment of approximately ME $ 1.5 Billion in the Electronic Media Industry. New jobs to more than 150,000 people of diversified skill and qualifications have been provided. In addition, over 7 million people have been accommodated through indirect employment. With the current growth rate of more than 7 % per annum, it is estimated that the accumulative investment in the electronic in turn media and media have industry has surpassed nearly a multiplier media effect to and ME $ 2.5 job Billion by the end of June, 2009. This expansion in investment would improve agencies increase opportunities for skilled personnel of journalists, advertising arts in the

production

facilities,

bolster

support

development

performing

country. Khan et al (2006-09) pp.20

Six Sigma Methodology to Improve and Redesign Customer Service Processes Process Improvement Define Identify problem Define requirements Set goals the Process Design/Redesign Identify specific or

broad problems Define vision Clarify scope & goal/change

customer requirements Measur e Validate problem/process Refine

1

Measure

performance

to

requirements Gather process

problem/goal Measure steps/inputs Analyz e Develop hypothesis Identify causes Validate hypothesis Improv e Develop measure causes Test solutions Measure Contro l Establish measures maintain performance Correct if needed problems to results ideas to root causal key

efficiency data

Identify best practices Assess process design Refine requirements

Design new process Implement new process,

root

structures and systems

Establish reviews performance Correct needed

measures to

&

maintain

problems

if

Source: Adopted from Lovelock et al (2007), pp.411 Proportion of Unhappy Customers Who Buy Again Depending on the Complaint Process

Source: TARP study Adopted by Lovelock et al(2004), slide.6 According Complaint product loyalty. to TARP study, if the these are the of survey the results of are

proportion of Unhappy Customers Who Buy Again Depending on the Process, again complaints and customers addressed and resolved properly the proportion of buying your increases ultimately enhance customers

D the Job Right the o First Tim e

Effective Com laint p H lin and g

Increased Satisfaction and L oyalty

C onduct Research Identify Service Co plaints m M onitor C omplaints D elop C ev omplaints as Opportunity Culture D evelop Effectiv e S stem and Training in y C omplaints H andling

Components of an Effective Service Recovery System

Resolve Com laints p E ffectively

Learn fromthe Reco very E xperien ce

Conduct Root Cause A naly sis

1
C lose the Loop via F eedback

Source: Adopted from Lovelock et al (2007), pp.365 Customer feedback is an important component in developing your loyalty towards him, if you are handling the customer complaints right the first time with effective complaint handling process, will result into increased satisfaction and will ultimately build high level of loyalty among the customers.

Customer satisfaction has not only been a key metrics for the IT systems economic of but also measuring of firms. the competitive level the and of long-term customer related are success Greater to

satisfaction has led to greater than normal profits; this view attending is For greater being greater for importance customer customer level perspective officials. investing upheld by most managers and high level satisfaction new firms in introducing
2

heavily

technology

their

internal and external operations, because they think this move as an important factor in seeking future progress. The total investment pp.2 Greater loyalty of customer shows it has a direct relation with customer satisfaction, greater the loyal customers more revenues are secured for the future, reducing cost of future transactions and less chance of defection of customer in case of any weakness shown by the firm, because loyalty would serve as a binding factor. greater Mithas impact (2005) on pp.5.This latest as technology it provides can to have give services sector in the new technology for gaining customer satisfaction would get double in the coming years. Mithas (2005)

individual attention to customers complaints by offering them customized products. Mithas (2005) pp.8 Investing more in gaining quality and good service would go in vain if customer is not satisfied. Fixing the problem of the customer at the right time would allow you to bargain in a way that heavy can earn the so a more profit in would near take is future. a Gerson (1993) his when pp.15 .The cost of poor service and quality would results in loss; customer great shift in towards the way competitor, opportunity lost

customer actually shifts loyalty. Gerson (1993) pp.19 Poor quality leading to loss of future customer as well, the cost related to quality includes the performance cost, rework or failure cost, detection cost and prevention cost. Once you have started producing something carefully examine leading the to cost that satisfies performance, circumstances customer

satisfaction being clearly examined, changes in the environment can allow for rebuilding or reengineering the product. Any loss of customer means there is problem in the quality or service so
2

detecting the problem and spending cost to prevent that problem from further escalating. Gerson (1993) pp.20 The more quality product lesser the cost incurred on the

preparation because you have to prepare it only once but bad quality leads to extra cost because you have to do research again and develop that product again. Gerson (1993) pp.21 The intense competition faced by the cable operators are

resulting in less revenues, as a result there is a continuous and growing pressure on these cable operators to improve upon there performance and lesson the customer complaints through innovation and good customers services. But this pressure is resulting in poor performance and lowering standards, people are looking for alternative to switch, and with new technologies coming in with VOD, internet, PPV and many more value added services at reasonable prices it is getting tougher. Moorthy (2009) pp.8 Although sufficient the to bandwidth provide offered the by the cable operators internet is and

telephony

services,

programming services which facilitates its customers, but at the same time more the people access the bandwidth greater load is put on it and transmission speed is reduced and lower to each household which results in distortion and interruptions. Moorthy (2009) pp.29 The cable operators in many areas have formed monopolies in the business, they are sure of there share because advancements of technologies in those areas are stable not moving at rapid pace and also there are probably no direct and indirect competitors so they take advantage of this situation by covering on there weaknesses and putting forward there own terms to play with, this increases the customer complaints. Moorthy (2009) pp.30-31
3

One

of

the

major

sources

of

customer

complaints

is

the

outsourcing of customer service calls to geographically distant places; as a result the customer has to wait for long in the resolving of its queries. These contracted companies do not fulfill there responsibilities well thus damaging the customer loyalty towards the company, and its image is tarnished. Moorthy (2009) pp.33 One has to look what for is ways that satisfies to customer, rather let the

customer terms,

define

quality

for you rather you dictate your own customer companies

look

convenient

convenience. Moorthy (2009) pp.34 In order to get ahead of there competitors, companies over the years have employed various steps to improve the customer relationship and to gain there trust and support, but contrary to the efforts to improve the customer satisfaction, the sudden decline in the satisfaction level has proved that the companies are more profits focused rather customer. There is a lack of strategic approach among the companies in order to achieve the customer satisfaction. But looking forward towards the companies who have made decisions to invest in customer related softwares, the results are encouraging but still a lot has to be done and achieved. Mckinsey et al (200?) pp. 2 The focus of companies needs to shift from talking just about making improvement in customer satisfaction to thinking about improving satisfaction for your most valuable customers to gain competitive advantage. The companies must include this point on there main agenda, because of the fact that retaining your loyal customer because would loyalty add more value more than attracting through the new one brings in profits transferring

trust to other people. The only thing to implement this is to

4

find out the elements that drive satisfaction in the valuable customers. Mckinsey et al (200?) pp. 2 To gain the good response from customers, the employees must be provided with the necessary training of how to provide superior services, and necessary motivational factor for the employees must be included such as rewards, benefits, compensation and promotions to extract more output. One way to achieve this is to redesign or update the existing systems to new technology. Mckinsey et al (200?) pp. 7 While organizations focus on growing businesses by investing and capturing new markets and in the future stages to cut cost go to the extent of downsizing and right sizing, in doing that they dont consider the effect of customer satisfaction in future because the company employees that are being removed are linked to other in the organization and it effects there morale, feelings of job insecurity starts creeping in that effects there focus and performance endangering the company to lose a loyal customer. financial (200?) pp.1 Greater the number of the of loyal customers Marketing better the performance company. Innovators

Kumho

the

Korean terms the to

tire of

company dealing

is with

leading the by there the

the

domestic

tire

industry according allowed

in

customer

satisfaction Management to new

result in

announced increasing

Korea

Association). The survey results of customer satisfaction has the company brand value heights, this is because Kumho has good reputation in the market in terms of high quality satisfaction and also maintaining cheap prices, so price advantage with quality services has allowed the company to penetrate into the market. One important factor of
5

there

success

is

there

holding and analyzing of the outside

research, surveys and opinions of the customer about them and looking for ways to continuously improve and innovate as per customer needs, that makes them successful. Sunglim (2005) pp 1, 2 & 10 Contacting the customers through personal contacts has come up as a critical success factor, but to succeed in that an effective and efficient support structure is needed which can enhance the skills and knowledge of employees of how to deal with the customers which includes effective handling and on time delivery telling pp.4 The businesses today are moving aggressively towards outsourcing there processes to improve quality and reduce costs. The use of latest technology in which different softwares and application are used by outsourced companies go along way in delivering a product that enhance the customer satisfaction. The only problem with outsourcing is that with the the company needs to develop good to working relationship outsourcing company, needs as per customer doing requirement, maintenance not deceiving that him by everything, work satisfies

customers and taking on spot feedback. IBF Management (2004)

educate him about the companys strategy and goals to move in the right direction. Li et al (200?) pp.1

Source: Adopted from S2 Data Corporation (2007) pp. 6 These are the survey results conducted although by the the S2 Data

Corporations,

which

indicates

that

conventional

cable TV subscribers are increasing as the years are passing by but on the other hand, customers using latest satellite services are also on the rise, slowly and gradually there is a shift of mind set from conventional cable to the satellite world.

DATA ANALYSIS
The data I in received was analyzed for my dependent and a 5

independent variables. The results of the questionnaires were calculated and percentages. The person giving the reply to Each question in a given variable is given particular question is analyzed in terms of its age, occupation location. points, the responses given from lickerd scale to each question in a given variable is added up and divided by total points in a given variable for the questionnaire, in this case total points of quality variable is 20. Similarly replies from every respondent of category one is added up and divided by its total points and in the last stage adding up all the percentages of category 1 and divided by 66 to get the final percentage. I got the results of every category from 66 questionnaires. Then I interpreted those percentages as low or high and figured if they coincide with my literature review.

The following results are obtained from the replies given by customers certain to my questionnaires. are used Before in analyzing charts the results are abbreviations these which

clarified first.

EM= Employees RWP= Rawalpindi

ST= Student

ISB= Islamabad

The results of these questionnaires are obtained randomly from the general public who showed there interest in filling out my questionnaires, with no gender bias was shown at any stage of this process.

This chart shows the ages of customers from which results were obtained on the vertical side and responses of customers with
Count of Age Column Labels EM EM Row Labels 15-20 20-25 25-30 30-35 35 above Grand Total 11 10 21 38 7 45 66 IBD 1 6 1 2 1 3 3 1 3 RWP 1 9 4 3 4 Total ST IBD 10 25 3 RWP 2 5 12 30 3 13 39 7 3 4 ST Total Grand Total

respect to there cities and occupation on the horizontal side, it shows the interest of no of customers from each occupation and twin cities in giving out there responses. The customers between 15-20 age group which were employees working in Islamabad filled 1 questionnaire with employees from Rawalpindi gave no responses. Similarly students from Islamabad filled out 10 questionnaires out of total 66 and students of Rawalpindi filled out 2. In total I got 13 responses from customers of age group of 15-20. The most interest in giving positive response in filling students out my questionnaires to the age was shown of by employees that is and 39 belonging group 20-25

responses out of total 66 questionnaires.

Count of Current channels

Column Labels EM EM Total RWP 1 6 2 1 10 3 10 5 3 21 ST IBD 9 14 12 3 38 RWP 1 1 2 3 7 10 15 14 6 45 13 25 19 9 66 ST Total Grand Total

Row Labels 30-50 50-70 70-90 90 above Grand Total

IBD 2 4 3 2 11

This chart shows the responses of number of channels currently being offered to customers obtained on the vertical side and responses occupation of on customers the with respect side, to this there table cities shows and the horizontal

responses of customers from each occupation in twin cities .The customers currently receiving 30-50 cable channels of which 2 were employees working in Islamabad from and 1 employee from Rawalpindi. Rawalpindi Similarly were 1. In students total 13 Islamabad currently 30-50

receiving between 30-50 cable channels were 9 and student from customers receiving channels were 13. From the total of 66 responses majority of customers are receiving 50-70 channels.

In order to access my first four variables following lickerd scales were used to get the responses from the customers

Where, 1. = 2. = 3. = 4. = 5. = Very dissatisfied Dissatisfied Neither dissatisfied or satisfied Satisfied Very satisfied

VARIABLES RESULTS

Count of Quality Column Labels EM EM Row Labels 0.3 0.35 0.4 0.45 0.5 0.55 0.6 0.65 0.7 0.75 0.8 0.85 Grand Total 11 10 21 38 1 1 1 1 2 2 1 3 1 7 2 1 4 7 4 2 IBD 1 RWP 1 Total ST IBD 1 1 4 7 4 6 5 2 5 1 2 1 7 1 2 1 2 RWP 1 1 4 7 6 6 7 3 5 2 2 1 45 2 1 5 11 13 10 9 3 6 3 2 1 66 0.6 0.35 2 4.95 6.5 5.5 5.4 1.95 4.2 2.25 1.6 0.85 54.77% ST Total Grand Total Individual %

To access the variable of quality four questions were put up to my customers, 66 responses were received from people living in Islamabad and Rawalpindi with different occupation level, answers from each questionnaire were individually analyzed by calculating the percentages of individual variable, percentages of each quality variable questions were calculated and related with the number of responses from each city and occupation, level of customers to cable services overall satisfaction

quality was not encouraging with total 54.77% result shows that customer wants improvement in quality of channels.

Count of # of channels

Column Labels IBD IBD Total ST 1 2 6 1 2 1 4 3 1 3 1 1 4 4 4 2 1 4 4 11 38 1 8 1 6 4 1 7 5 5 2 5 4 49 1 10 1 7 2 17 5 1 1 1 4 1 9 2 1 1 2 2 RWP EM ST 1 8 1 6 6 1 16 7 6 3 5 6 66 0.2 2.08 0.27 1.98 2.4 0.45 7.36 3.71 3.6 1.98 3.65 4.8 49.21% RWP Total Grand Total Individual %

Row Labels 0.2 0.26 0.27 0.33 0.4 0.45 0.46 0.53 0.6 0.66 0.73 0.8 Grand Total

EM

To access the variable of no of channels three questions were put up to my customers, 66 responses were received from people living level, in Islamabad from each and Rawalpindi with different were occupation answers of each no of questionnaire channels individually were

analyzed by calculating the percentages of individual variable, percentages variable questions calculated and related with the number of responses from each city and occupation, overall satisfaction level of customers to no of channels and requirements these channels meet provided by

cable

operators

was

not

encouraging

with

average

total

of

49.21% result shows that customer wants real improvement.

For those customers who are not aware of value added services were given a small description in the questionnaire before they could answer the question, so that they actually know what they are accessing. To access the variable of value added services two questions were put up to my customers, 66 responses were received from people living in Islamabad answers by and from Rawalpindi each the with different were of occupation individually level, questionnaire percentages

analyzed

calculating

individual variable, percentages of each value added services

Count of Value added services Row Labels 0.2 0.3 0.4 0.5 0.6 0.7 0.8 Grand Total 11 IBD EM 2 3 3 2 1 ST 6 7 10 6 4 4 1 38 8 10 13 8 5 4 1 49 10 1 7 1 17 IBD Total RWP EM 4 1 2 2 1 2 2 1 1 ST 4 3 4 3 2 12 13 17 11 7 4 2 66 2.4 3.9 6.8 5.5 4.2 2.8 1.6 41.21% RWP Total Grand Total Individual %

variable questions were calculated and related with the number of responses from each city and occupation, overall satisfaction level of by customers cable to value by added services currently with an with being offered operators was cable
2

extremely

poor

majority average

extremely

dissatisfied

operators

percentage

total

of

41.21%

result

showing

customers

great

concern for improvement.

Count of Queries addressed Column Labels IBD IBD Row Labels 0.2 0.26 0.33 0.4 0.46 0.5 0.53 0.6 0.66 0.73 0.8 Grand Total 1 11 38 1 EM 1 1 3 2 2 ST 1 3 6 6 2 1 8 7 3 1 2 4 9 8 4 1 9 7 3 1 1 49 10 7 17 2 1 1 2 3 1 2 Total RWP EM 1 1 1 2 3 1 ST 1 1 2 2 1 3 3 4 6 10 11 7 1 12 8 5 1 1 66 0.8 1.56 3.3 4.4 3.22 0.5 6.36 4.8 3.3 0.73 0.8 45.11% RWP Total Grand Total Individual %

To access the variable of queries response three questions were put up to my customers, 66 responses were received from people living level, in Islamabad from each and Rawalpindi with different were occupation answers of each queries questionnaire response individually were

analyzed by calculating the percentages of individual variable, percentages variable questions calculated and related with the number of responses from each city and occupation, overall satisfaction level of customers to attention given by cable operators in handling and answering of the customer queries by cable operators and requirements was disappointing with average total of customer wants real improvement,
4

45.11% result shows that because until and unless

improvement customers

is will

done come

in and

answering existing

customers customers

queries would

no look

new for

opportunity to shift from current cable services.

Count of Monopoly Column Labels IBD IBD Row Labels 0.2 0.4 0.6 0.8 1 Grand Total 1 2 5 3 11 EM ST 1 4 5 21 7 38 1 5 7 26 10 49 10 7 17 3 5 Total RWP EM 2 2 2 3 ST 2 2 5 8 3 7 12 34 10 66 0.6 2.8 7.2 27.2 10 72.42% RWP Total Grand Total Individual %

For last few questions following scale was observed to analyze the properties. Where, 1. = 2. = 3. = 4. = 5. = Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree

To access the variable of monopoly response one question was asked from my customers, 66 responses were received from people living level, in Islamabad from and Rawalpindi with different were occupation answers each questionnaire individually

analyzed by calculating the percentages of individual variable, percentages of each monopoly variable questions were calculated and related with the number of responses from each city and
1

occupation, cable

total

percentage they think

of

72.42%

customers among

agreed the

that cable

monopoly as the reason of poor services given by their current operators, that monopoly operators is the cause of lack of good services and exploitation of customers by the cable operators.
Count of Charges Column Labels IBD IBD Row Labels 0.2 0.3 0.4 0.6 0.8 1 Grand Total 11 3 3 2 EM 3 ST 7 1 7 12 10 1 38 10 1 10 15 12 1 49 10 7 17 5 2 2 1 4 2 6 6 4 Total RWP EM 1 ST 1 11 1 16 21 16 1 66 2.2 0.3 6.4 12.6 12.8 1 53.48% RWP Total Grand Total Individua l %

To access the variable of current charges response one question was asked from my customers, 66 responses were received from people living in Islamabad answers by and from Rawalpindi each of the each with with different were of of occupation individually individual questions level, variable, were questionnaire percentages charges the number

analyzed

calculating and related

percentages

variable

calculated

responses from each city and occupation, total percentage of 53.48% customers did observe the current cable charges applied by cable operators are unjust and not fair in terms of services they are currently receiving .

Count of Customization total

Column Labels EM EM Total RWP ST IBD 1 1 1 1 2 1 1 3 2 4 1 1 1 4 3 6 2 1 10 5 2 13 4 10 11 10 21 38 7 1 4 1 1 RWP 1 2 4 2 1 3 17 5 10 45 1 3 5 5 1 4 27 10 10 66 0.3 1.2 2.5 3 0.6 2.8 21.6 9 10 77.27% ST Total Grand Total Individual %

Row Labels 0.3 0.4 0.5 0.6 0.6 0.7 0.8 0.9 1 Grand Total

IBD

To access the variable of customization response two questions was asked from my customers, 66 responses were received from people living in Islamabad answers by and from Rawalpindi each the with would with different were of of have occupation individually questions 77.27% level, questionnaire percentages the number to

analyzed

calculating and related that they

individual variable, percentages of each customization variable were calculated did responses from each city and occupation, total percentage of customers observe like customization option in choosing different services, as they did like this option of keeping options of choosing in there hands. This was the last question which was related to my product in which firstly a description was given of what actually my product offers in terms of services and how much it would cost
Count Customer response of Column Labels 1 1 IBD Row Labels 15-20 20-25 25-30 30-35 35 above Grand Total % Responses 71.21% 25.76% 3.03% 9 26 7 5 47 2 10 3 2 17 2 2 66 EM 1 5 1 2 ST 7 16 3 1 3 1 2 5 RWP EM ST 8 27 7 3 2 1 1 2 1 Total 2 IBD EM ST 4 6 2 RWP EM ST 1 1 5 10 1 1 1 1 2 Total 3 IBD ST 13 38 8 3 4 3 Total Grand Total

and

change

of

scale

was

also

done

to

access

my

results

correctly.

Where, 1. = 2. = 3. = Switch immediately Watch the quality first Cant afford it/ happy with what I have

To access the question of my product one question was asked from my customers, 66 responses were received from people living in Islamabad and Rawalpindi with different occupation level, answers from each questionnaire were individually analyzed by calculating the percentages of individual variable, percentages of each questions were calculated and related with the number of responses from each city and occupation, total percentage of 71.21% customers did observe that they would like to immediately switch if they are offered mentioned services in just rupees 500, this results shows that the customer is not satisfied with the current cable operators and wants change which if better than before would attract them and increase there satisfaction level.

1. INTRODUCTION OF NEW ELECTRONIC MEDIA TECHNOLOGY IN PAKISTAN

DTH stands for direct to home, it is defined as the reception of satellite programs through the help of satellite antenna, which then sends the signal to decoder with the help of cable, and decoder then display the channels on the television screen of the subscriber. This technology facilitates the user to enjoy more than 100 channels in digital quality. The subscriber will only need following equipment to receive DTH channels Dish antenna Cable that will connect the dish antenna to Setup Box (Decoder) Television This technology appears to be same like Telecom, but this is not the case. DTH also uses the radio frequency as like telecom, moreover they both download from satellite to large antennas but at telecom end the voice and data enter in to routers and modems and in DTH the files enters in to also Thus Compression Systems Conversion Broadcast compliance Conditional Access Head-end Billing control Audience Monitoring Recording, Mixing and Editing no amount of Telecom experiences can therefore turn a compression equipment for resizing. Thus DTH is not only the radio frequency (RF), it is

telecom professional in to a DTH operator.

1

1.1 SERVICES:
DTH not only provide the user with high quality picture and sound experience but also provides value added services such as internet, E-commerce, Audio-Visual Education, and Interactive Multimedia Marketing.

1.2 DTH AND CABLE OPERATORS:

Currently users can receive channels by using two major

technologies, one is by using traditional cable TV service and other is by using IPTV technology. According to the research held by PTV, more than 5 million people are using cable TV services in Pakistan. DTH is totally different from these above mentioned technologies. The differences between DTH and Cable TV are discussed below.

DTH Digital quality 100+ picture ensures digital and sound crystal channels from

Traditional Cable Analog quality picture that and sound

deteriorates

clear reception. carefully selected

further with the length of the cable. 50 to 80 channels many haphazardly or channels Frequent because selected; in

around the world to provide entertainment, and education. No break in service due to electricity Legally service. With system parents channels, the in can they parental the lock feel lock away should decoder, breakdowns natural calamities. encrypted ensure smooth, uninterrupted information

irrelevant to my market. break of service in breakdown

electricity at the head end. Channels are often off the air because cable operators use pirated or hacked cards. Unscrupulous cable operators resort to to X-rated their channels viewerincrease

ship, thereby destroying the sanctity of homes.

not be seen by children.

1.1 DTH AND IPTV:

According to recent research done by Pakistan television, there are more than 1.5 million IPTV users. However purpose is to provide users with more and more channels thus fulfilling the entertainment needs of the customers. Some major differences between IPTV and DTH are discussed below. DTH IPTV

DTH from home.

is a

medium to

that the

IPTV is dependent on a vast network of fiber that must pass in front of every home. This is an impossible scenario in a country like Pakistan.

directly

relays satellite it

software covers

Therefore

each and every home in the country from the sky. The cost outlay for a DTH project The is about 30% as that of IPTV. Customer cost of lower on each Premises DTH is than Ku-band channel digital Equipment

IPTVs project.

fiber

outlay

alone

surpasses the cost of a DTH The IPTV set-top box alone costs PRs. 10,000. IPTV relies on a broadband pipe which is not optimized to deliver dips a below constant the optimum and no stream. stream frames, signal. Sometimes

significantly that of IPTV. DTH relies for

satellite transponders. The bandwidth is already assures allocated. This

levels resulting in freeze jitters

continuous

or HD quality

1.1 DTH in a Comparative Market-INDIA:

India decided to start DTH service in 1996. But due to the concerns over national security and a cultural invasion, the government did not approve the proposal. The Government even imposed a Ban in 1997 when Indian Sky Broadcasting (ISkyB) was about to launch its DTH services in India. Then in year 2000, finally the DTH was approved. There are currently 20.5million users using DTH service in

India, which is expected to become 22.2 million by year 2012. Currently following DTH operators are providing DTH services in India Dish TV Sun Direct Airtel Digital TV DD Direct Videocon DTH Tata Sky Big TV

Umapathy (200?)pp.5

1.1 The Digital Opportunity: 1.1.1Emerging Technologies:

According to the guidelines given by ends from Analog to Digital by 2012 PEMRAs Website, all cable operators are require to change their head-

Audiences will now be able to see their picture in 540 scan lines (pixel) rather than the Analog signal of 270 scan lines

PEMRA

has

also

increased

cable

rates

of

digital

transmission from the usual PRs. 300 to PRs. 550

1.1 A Market Ripe for DTH:

To change from copper to fiber for digital will take cable operators at least a year. By comparison, DTH can cover the whole of Pakistan by just putting up a head-end. Thus, out-pacing cable and giving a digital signal in areas where even analog cable was non existent.

1.1 Price Comparison:

DTH Installation: charge includes Antenna, This an PRs. Installation. LNB DTH 5,500 The and box will per price Box, cable. includes Traditional Cable Installation: The only semi digital Worldcall cable which which is right now in the market is charges PRs. 4,500 and has no EPG. With only 50 clear channels out of 96, are the Cable operators currently

Set-Top

set-top electronic is

programming right so

guide that shows you which program Monthly running now on which channel. charges: With many services the per-month charges of DTH will only be PRs. 500.

charging its customers 350450 per month.

1.1.1How much is PRs. 500 per Month?

If I divide 500 rupees by 30, I can get the per-day charges of DTH services i.e. PRs.16.33. On an average, a person spends around 20 rupees on a simple item mentioned below.

Parking Ticket: A Cup of Tea: Ice-cream Cup: Chana-Chaat:

Rs. 20 Rs.20 Rs. 25 Rs. 25

Packet of Chips: Rs. 20

Now imagine 24 hours of diversified Digital Entertainment for only Rupees 16.33. In this arena of price hike and inflation one cannot imagine having such privileges at such a low cost.

1.1 The Hi-Definition Experience:

By using DTH technology, consumer can view channels in HighDefinition. In the lines (pixel) Scenario one can clearly understand the difference between Composite Analog TV and Hidefinition. A composite Analog TV uses 270 lines, Mpeg 2 digital TV uses 540 lines, and finally Hi-Definition uses 1080 lines. No cable, not even digital cable will be able to match the HiDefinition quality of DTH.

1.2 Market Analysis:

Following are some basic facts about Pakistan

Total Area is 803,940Sq Km (four times the size of UK) Total population which is makes 180.8 Million the (Wikipedia 6th most 2009 Estimates), Pakistan populous

country in the world.

Total number of House holds are 21,448,714 Total house holds with TV sets are 10,282652 Total house holds using cable TV are 5,837,151 Top 20% of the population is earning income above ME $ 150, which is round about 36,160,000 people. According to the population census organization of Pakistan there are average 6 people in a house hold.

1.1.1Target Market:
From the above market information, I can easily find out the number of target homes. As the total population of Pakistan is 180.8 Million and only 20% people is earning income above ME $ 150 which is round about 36,160,000 people. Now from the population Census data, there is average 6 people in house hold. Now by dividing the figure 36,160,000, I get 6 million which are my target homes.

1.1.2Analysis of 10 Major Cities of Pakistan:

Research held by Pakistan television

Research held by Pakistan television

2. FINANCIAL DETAILS OF DTH PROJECT

PAKISTAN TELEVISION CORPORATION LIMITED PTV DIRECT TO HOME CAPITAL COST OF THE PROJECT

Annex -

A PRs. In million ) S. No. 1 PARTICULARS Building (see Annex - "B" No. 56 ) Page 816.00 0 1813.00 0 2629.00 0 LOCAL 77.000 FEC 0.000 TOTAL 77.000

Electronic Equipments (see Annex - "C" Page No. 57) Electrical Equipments (see Annex - "D" Page No.59 ) AC Equipments (see Annex - "E" No.60 ) Page

15.700

0.000

15.700

10.000

0.000

10.000

Furniture & Fixture (see Annex - "F" Page No.61 ) Fire Fighting Equipments (Pl see Annex - "G" Page No.62) Installation Material & Racks Contingencies & Overheads Exp. Motor Vehicles (see Annex - "H" No.62 ) Page

0.300

0.000

0.300

0.200

0.000

0.200

7 8 9

0.300 0.300 9.805

0.000 0.000 0.000

0.300 0.300 9.805

Total:-

929.60 5

1813.00 0

2742.60 5

2.1.1SEQUENCE OF ACTIVITIES FOR THE COMPLETION OF DTH PLAN

A. Final negotiations &

Govt. Approval
J. B. Signing of JVA &

Shipment

Registration with SECP C. Purchase of Office Equipment

K. Building Renovation,

Antenna Foundations

L. Custom Clearance D. Functioning of Project

Office E. Recruitment of CEO Support staff

M. Equipment at site N. Install equipment O. Recruitment of

F. Tenders for DTH

Operational Staff
P. Hire sales staff

Equipment
G. Survey, Tenders for

Building Renovation Q. Hire Field Supervisory Staff

H. Scrutiny & Approval R. Begin advertising I.

Order equipment/LC & Award of Civil works

8

campaign

S. Establishment of

V. Scrutiny & Approval

Regional Sales Office

for Space Segment W. Testing &

T. Negotiation with

Commissioning
X. Scrutiny & Approval

Content providers U. Tenders for Space Segment

Y. Start of Transmission

1.1.1DETAILS OF HUMAN RESOURCE

Designation CEO COO Director Operations Operations Team Director Content Head Team Content & PD Director Technical Technical Team IT Head IT Team Director HR & Admin HR & Admin Staff Director Distribution Distribution Staff Director Subscription Management Team Director Value added Services Team Director Marketing & Sales Marketing & Sales Team Director Finance Finance Team Total No. of Employees 1 1 1 25 1 50 5 75 1 20 1 30 1 200 1 100 1 10 1 40 1 25 591 Average Monthly Salary 500,000 300,000 200,000 25,000 200,000 30,000 200,000 25,000 200,000 25,000 200,000 25,000 200,000 20,000 200,000 20,000 200,000 25,000 200,000 35,000 200,000 25,000 28,976.31 Total Salary 500,000 300,000 200,000 625,000 200,000 1,500,000 1,000,000 1,875,000 200,000 500,000 200,000 750,000 200,000 4,000,000 200,000 2,000,000 200,000 250,000 200,000 1,400,000 200,000 625,000 7,125,000 1

10

2. RECOMMENDATIONS
I. From my research findings it is clear that customers are not satisfied with the current cable TV services, thus there is a great opportunity for PTV to start with the DTH project. II.No DTH license has been issues by PEMRA to private sector as yet and there exists a substantial market potential for start of DTH service in Pakistan. PTV should avail the opportunity to enter in the business as very first service provider being state broadcaster. III.The study of PEMRA ordinance reveals that PTV is out of its purview and will continue to be administered by the Company Ordinance.
IV. PTV, being public sector organization, may not manage

heavy capex & opex required to establish and run the project, as such, I recommend a joint venture with a private sector. V. PTV may seek opinions of legal and business finance experts in preparation of Business Plan and joint venture agreement prior to launch of the project to safeguard the interest of the organization as well as the public to settle the issues added for foreseen regarding management Premises contents and bouquets, value services, Consumer

rights, dividend to PTV, the breakeven, profit sharing distribution strategy Equipment (CPE).
VI. I understand that PTV as National broadcaster has the

responsibility contents may

to also

safeguard be taken
11

cultural into

and

religious for their

values of the nation, as such; the factor of profanity account

editing

in

compliance

with

censor

policy

of

the

government.
VII. I understand that PTV has large infrastructure of TV

Centers

and

rebroadcast

stations

with

expertise

of

media related disciplines all over the country, the rental value of which may be contributed as assets. The value equivalent to the base value of the DTH license, assessed by PEMRA may also be considered as contribution to the equity, provided an exemption is sought VIII.PTV Tax by SECP for issuance the to of shares against Board of intangibles. should which also PTV approach is likely Federal be Revenue for exemption of liability of advance Income for exposed after assessment of assets and issuance of shares by the Security and Exchange Commission of Pakistan.
IX. PTV should approach the Government for providing funds

for maintaining 51% equity in the beginning in case the assets assessment as per procedure is less than what is required However, a against it is 49% of the joint venture that by partner. through Public highly recommended set out

procurement of technical infrastructure be carried out competitive bidding process Procurement Regularity Authority Ordinance

2004, this may bring down the cost usually inflated by the investing partner in the private sector. The consequential financial resource planning thereof, required for maintenance of equity, may also be kept in mind besides tactical approach. X. PTV should adopt modular approach in the technical

facilities to cope with future strategic changes in

12

the market of cable TV or inception of new services in broadcasting XI.It is or award of DTH Licenses PTV by PEMRA to private broadcasters. highly of & recommended Interest after press that should national of selection invite and of Expression international documentation the DTH project. through completion for

necessary

permissions

appropriate partner in the private sector to launch

13

1. CONCLUSION
My research great be My findings from room the for have current proved cable In the TV this the a customers and situation customer supportive

dissatisfaction provides home)

services

improvement. in

introduction of the new technology such a DTH (direct to would beneficial research attaining are satisfaction. findings

material for PTV to start of with this project.

14

2. REFERENCES
i always remember the first semester, a girl i thought like a statue,but time passed and i saw potential in her, i wished she could come up good and she did it, i am so happy for you, tnsns are not your destiny, remove it from your mindi always remember the first semester, a girl i thought like a statue,but time passed and i saw potential in her, i wished she could come up good and she did it, i am so happy for you, tnsns are not your destiny, remove it from your mind

Gerson R, (1993) (1993), pp. 1-21

Measuring

customer

satisfaction

IBF Management, (2004) Mastering the Customer Experience: The Key Drivers for Success (2004) pp. 16, available at www.exinfm.com/pdffiles/customer_model.pdf Khan A, Mazhar F, Tahir M, Munawar S, Sohail S (2009) Annual report pemra, (2009) pp. 1-104 Li H, Meissner J (200?) Improving Quality In Business Processes Outsourcing through Technology (200?) pp. 121 available at www.meiss.com/download/BPO-LiMeissner.pdf Lovelock C, Wirtz J, Chatterjee J (2004) Book, Service Marketing People, Technology, Strategy Chapter 14 improving service quality and productivity, (2004) pp. 1-594, Edition Fifth Lovelock C, Wirtz J (2004) Adopted from TARP study(2004), slide 1-13, available at http://www.scribd.com/doc/31303335/service-recovery-3 Mithas S (2005) Effect of Information Technology on Customer Satisfaction (2005) pp. 1-47 Moorthy S, (2009) The ME Cable Television Industry: The Multi-Service Operator Organizational Structure as a Bundle of Competencies (2009), pp. 1-48

15

Mckinsey& Co, (200?) Rediscovering the Customer, Turning Customer Satisfaction into Shareholder Value (200?) pp. 1-15 Marketing Innovators, (200?) The Effects of Employee Satisfaction on Company Financial Performance (200?) pp. 1-6 Sunglim K, (2005) Customer Satisfaction Never doubt of the true (2005) pp. 1-12 S2 DATA Corporation (2007) Cable and Satellite Digital Entertainment Networks (2007) pp. 1-7 UmapathyS (200?)Industry Analysis-DTH industry in india (200?) pp.1-17

16

1. ANNEXURE
PAKISTAN TELEVISION CORPORATION LIMITED PTV DIRECT TO HOME CONSTRUCTION OF BUILDING AT PTV ACADEMY H- 9, ISLAMABAD. Annex - B (PRs. In million ) S. No. 1 2 3 4 5 6 7 Description DTH Equipment Hall Call Centre Building Office Building 9.3 Meter dishes structure External Works Electric Sub-Station Consultancy Overhead. Total:11940 Sft 3480 Sft 3100 Sft 900 Sft 30.925 10.825 10.075 2.882 5.476 9.000 7.817 77.000 77.000 Amount

17

PAKISTAN TELEVISION CORPORATION LIMTED PTV DTH DETAIL OF ELECTRONIC EQUIPMENTS Annex - C PRs. In million Amount ( ME $ ) 4,385,260 970,662 794,731 79,040 80,000 175,000 175,000 3,000 10,000 27,820 216,540 154,220

Sr. No. 1 2 3 4 5 6 7 8 9 10 11 12 13

Description

Qty

Rate ( ME $ ) 39,866 69,333 113,533 9,880 10,000 35,000 35,000 3,000 10,000 27,820 216,540 1,402

14

15 16 17 18 19 20 21

MPEG-2 Encoders Multiplexer N-Compass Control Satellite Modulator Ku band Up converter HPA(TWTA 750 W) HPA(TWTA 750 W)Linearizer Option, Group delay and Amplitude equalizer. 1.8 Redundancy IF Switching 1.8 Redundancy RF Switching & Combining Device Controller Racks, Cabling, Switcher and integration etc. IRDs with ASI/ SDI out 4-5/4.7 Meter TVRO with 4 port C&KU band LP feed, pedestal. LNBs for C &Ku Band, L-band divider, patch panel, equipment rack and other accessories. 3.8 meter TVRO with 4 port C&Ku band LP feed pedestal, LNBs for C & Ku band-band divider, patch panel, equipment rack and other accessories IRDs with ASI IN ASI router Cards/Audio Routing Card, AES Audio sets A/V Patch Panels Audio Embedded card and crate Stream Tracker 9.3 Meter Uplink Antenna System with Motorized Auto Tracking and M&C

110 14 7 8 8 5 5 1 1 1 1 110

27,700

55,400

6 7 1 2 7 7 2 2

17,500 1,550 18,000 2,000 2,500 11,590 150,000 35,000

105,000 10,850 18,000 4,000 17,500 81,130 300,000 70,000

18

22 23 24 25 26 27 28 29 30 31

Waveguide and L-band flexible cable (30M) Self Purging Dehydrator Ku-band LNBs Test loop translator UPS 5KVA Spectrum Analyzer Waveform Monitor+VSC RF Power Meter 70" SXGA Display Wall projection Cube, Dual 100W UHP lamp, with accessories Display processor with 2 output module, GPI input/output module, CPU assembly, remote control panel, SD-SDI input modules, Desktop form factor Personal Computer with 3.0GHz Pentium Processor HT technology, 512MB SD RAM, 160GB HDD, CD ROM, Low profile PCI Graphic card, 4xDVI Fiber extender, Breakout cable for dual DVI Stereo Audio Monitors+Limiter Main Router 128X128 Patch Panels for Audio/ Video Selector Switching/Router2X32 for Quality check DVCPro 50 Digital Betacam Non Linear Editing Turkey Solution Video Graphic Workstations Audio Editing Workstations Frame Synchronizers PSS & Scheduling with ingestion servers, Terminals, Transmission Servers, SAN etc. for 5 A/V Channels Channel Branding, subtitling, Voice over for 5 A/V channels including all hardware and software licenses Commercial insertion system I/C 80GB HDD, Traffic & Billing Gateway Server, encoder with real time decoder I/C 120 GB internal storage compact player, 20" LCD monitor, dim/cut unit, active near-field loudspeaker, professional headphones, IEC distribution units & software Licenses as applicable. Compliance Editing System for 20 channels including compliance caption generator compliance delay system, selector switch panel, audio monitoring & video monitoring for supervisors and operational positions I/C technical furniture Compliance recording system in low resolution format

2 2 4 4 1 1 2 1 6

5,000 2,500 600 8,000 35,000 50,000 3,120 5,390 65,000

10,000 5,000 2,400 32,000 35,000 50,000 6,240 5,390 390,000

32 33 34 35 36 37 38 39 40 41

3 10 2 4 5 5 10 5 5 108

65,000 1,850 20,000 5,000 12,255 16,900 35,000 35,000 30,000 5,500

195,000 18,500 40,000 20,000 61,275 84,500 350,000 175,000 150,000 594,000

42

1 1

362,500 150,000

362,500 150,000

43

15

15,000

225,000

44

45

1 1

400,000 300000

400,000 300,000

19

47 *48 *49

Add for Miscellaneous/testing & commissioning of the whole system Conditional Access Subscriber Management System Total FOB ME$ Total C&F ME$ @ 10% Equivalent Amount @ Rs.85/ME$ Add for duties @ 45% DTH Platform with Conditional Access and SMS

1 1 1

150,000 1,650,000 6,200,000

11,394,958 150,000 1,650,000 6,200,000 19,394,958 21,334,454 1,813,428,590 816,042,865.5 2,629,471,455. 5 2629million

Say PRs .

PAKISTAN TELEVISION CORPORATION LIMITED

PTV DIRECT ELECTRICAL EQUIPMENTS Annex - D (PRs. In million ) Amount 9.000 0.500 0.500 0.800 4.400 0.500 15.700

S.No. 1 2 3 4 5 6

Description 250 KVA Power supply Wiring & Lighting Fixture & Fans Power Cable, Lt panel Transformer& power connection Generator sets 200 KVA 2 Nos. AVRs 45 KVA Total:-

20

PTV DIRECT DETAIL OF AIRCONDITIONING TECHNICAL AND OFFICE AREA Annex - E Rs. In million AMOUNT

S No. 1

DESCRIPTION Split type Air conditioners Equipment Hall 5.00 Tons 10 Nos. Call Centre, Building 5.00 Tons 6 Nos. 2.00 Tons 1 No. 1.50 Tons 1 No. Office Building 2.00 Tons 3 Nos. 1.50 Tons 7 Nos.

QTY

RATE

10

0.600

6.000

6 1 1

0.600 0.150 0.100

3.600 0.150 0.100

3 7

0.150 0.100

0.450 0.700

Total:(Including all taxes)

9.850

Say PRs.

10.000

Million

21

PAKISTAN TELEVISION CORPORATION LIMITED

PTV DIRECT DETAIL OF FURNITURE & FIXTURE Annex - F S. NO. A 1 2 3 4 5 6 7 8 9 DESCRIPTION Chief Executive Officer Table Chair Revolving TV Set with trolley (21") Sofa Set Rack Filling cabinet Furnishing etc. Chairs Centre Table General Manager Table Chair Revolving TV Set with trolley (21") Sofa Set Rack Filling cabinet Chairs Centre Table QTY RATE AMOUNT

1 1 1 1 1 1 8 1

25,000 6,000 18,000 15,000 5,000 5,000 10,000 1,500 3,000 Total:15,000 5,000 18,000 10,000 2,500 3,000 1,500 2,500 Total:-

25,000 6,000 18,000 15,000 5,000 5,000 10,000 12,000 3,000 99,000 15,000 5,000 18,000 10,000 2,500 3,000 6,000 2,500 62,000

B 1 2 3 4 5 6 7 8 C 1 2 3 4 5

1 1 1 1 1 1 4 1

Other Staff Table Chair Revolving Rack Filling cabinet Chairs

15 15 20 6 24 Total:Grand Total:Say PRs.

3,000 2,000 1,500 2,000 900

45,000 30,000 30,000 12,000 21,600 138,600 299,600

0.300 million

22

PAKISTAN TELEVISION CORPORATION LIMITED PTV DIRECT DETAIL OF FIRE FIGHTING EQUIPMENTS Annex - G S. NO. 1 2 3 4 DESCRIPTION Fire Extinguisher, DCF Fire Extinguisher(Bio Chemical) Axe, Buckets, Stairs, Stands Fire Alarm QTY 25 Nos 25 Nos 2 Lots 2 No.s Total:Say PRs. RATE 3500.00 2800.00 12000.00 9999.00 AMOUNT 87,500.00 70,000.00 24,000.00 18,000.00 199,500.00 0.200 Million

PAKISTAN TELEVISION CORPORATION LIMITED PTV DIRECT COST OF VEHICLE Annex - H (PRs. In million ) AMOUNT 2,400,000 5,040,000 1,170,000 600,000 595,000 9,805,000 Million

S No. 1 2 3 4 5

DESCRIPTION Toyota /Honda 1600 cc Toyota /Honda 1300 cc Suzuki /Sentro 1000 cc Hiace Van Shahzoor Truck

QTY 2 6 2 1 1

RATE 1,200,000 840,000 585,000 600,000 595,000 Total:-

Say Rs.

9.805

23

PICTORIAL FRAMEWORK

24

25

2. QUESTIONNAIRE ENHANCED CUSTOMER SATISFACTION THROUGH THE USE OF LATEST ELECTRONIC MEDIA TECHNOLOGY I are assessing the performance of services provided by the cable operators with respect to your satisfaction level. Please answer the following questions; remember there are no 'right" or "wrong" answers; I are interested in your opinions .Some questions may seem repetitive. This is so I can assess the properties of my survey measures.
NAME: .. OCCUPATION: Student / Employee AGE: 1. 15-20 2. 20-25 3. 25-30 4. 30-35 5. 35 above MONTHLY SALARY: 1. 5000-10,000 2. 10,000-15,000 3. 15,000-20,000 4. 20,000-25,000 5. 25,000 above 6. None LOCATION: Islamabad / Rawalpindi

CHANNELS CURRENTLY OFFERED BY YOUR CABLE OPERATOR 1. 30-50

26

2. 50-70 3. 70-90 4. 90 above

Please tick the appropriate box to indicate your degree of satisfaction.

Use the following rating scale: 1 Very dissatisfied Satisfied Quality --------------The sound quality of TV channels --------------The picture quality of TV channels --------------The overall quality of channels --------------The quality of services offered in terms of installation and maintenance No of Channels
--------------The number of channels being offered --------------The channels meet your requirements -------------- The channels fulfill your intellectual and entertainment needs

4 Satisfied Very

DissatisfiedNeither dissatisfied or satisfied

Value Added services The value added services includes services such as VOD (video on demand), NVOD (near video on demand) which includes channels dedicated to recently released movies and PPV (pay per view) which involves watching recently released latest super hit dramas and movies in regional languages as per ones convenience.
--------------The current value added services being offered ---------------The value added services as per your needs

Queries addressed
--------------Responsiveness of the operator in dealing with your queries --------------Time taken to address your query 27

--------------Precision in resolving your problem

Monopoly Q. If you are not satisfied with the current cable TV services, is this due to monopoly among the cable operators? 1 Strongly disagree Agree Customization Q. Will you prefer watching customized channels instead of watching current channel on cable TV? 1 Strongly disagree Agree 2 Disagree 3 Neither Agree Nor Disagree 4 Agree 5 Strongly 2 Disagree 3 Neither Agree Nor Disagree 4 Agree 5 Strongly

Q. Can customization be an important factor in enhancing your satisfaction level? 1 Strongly disagree Agree Charges Q.Is price an important factor for you? If yes, do you think the charges are fair in terms of cable services currently being offered? 1 Strongly disagree Agree 2 Disagree 3 Neither Agree Nor Disagree 4 Agree 5 Strongly 2 Disagree 3 Neither Agree Nor Disagree 4 Agree 5 Strongly

1.1.1Questionnaire (b)

NAME: ..

OCCUPATION: Student /Employee

28

AGE: 1. 15-20 2. 20-25 3. 25-30 4. 30-35 5. 35 above

Imagine a service that offers more than 100 channels of your own choice in high definition quality, with multiple choices of different packages as per your needs and requirement including video on demand, games, online shopping, parental control and EPG (electronic program guide) also with the addition of value added services such as Internet, E-commerce, Audio-Visual Education, and Interactive Multimedia and Marketing. Q. If the above described services are being offered to you only in Rs. 500, would you like to switch?

1. Switch immediately 2. Watch the quality first 3. Cant afford it / happy with what I have

29