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1. INTRODUCTION

GENERAL INTRODUCTION

In todays competitive world aggressive marketing has become more attractive

in the telecom industries at company, state, national, international level. As we see it,

there are, essentially, two approaches to marketing: Defensive marketing and

Aggressive marketing, Defensive marketing is all about keeping what we have

already. For Instance, a strategy for reducing churn in our customers could be

regarded as defensive because we are deploying techniques to try to keep our

customers from being lured by the aggressive marketing of our competitors,

Aggressive marketing therefore is trying to get more. By More we could be

referring to, Capturing more customers. Cross selling to existing customers, Up-

selling to existing customer. A well-structured strategy involving well-organized and

managed campaigns is a good example of aggressive marketing. The concept of

campaigns is quite simple and well known to most of us. We have all been the target

of marketing campaigns at same point.

In the previous days there were no much difference and many improvements

in technology as compared to today. But today we find more differences in the

telecom field more of a technological supports and improvements have developed and

more competitive telecom industries have emerged mainly concentrating on SME

(Small scale Medium Enterprise) for the corporate connections. Some of them

supporting the corporate connections for small scale medium enterprise are Tata

Indicom, BSNL, Reliance, Airtel, and Hutch. Small scale Medium Enterprises

industry related service/business enterprises with investment up to Rs 500,000 in

fixed assets, excluding land building, are called Small scale Medium Enterprises.

In cellular service there are two main competing network technologies: Global

System for Mobile Communications (GSM) and Code Division Multiple Access

(CDMA).cellular carriers including sprint PCS, Cingular Wireless, Verizon and T-mobile use one or the other. Understanding the difference between GSM and CDMA

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will help us to choose a carrier that uses the preferable network technology for our

needs. CDMA, a proprietary standard designed by Qualcomm in United States, has

been the dominant network standard for North America and parts of Asia. However,

GSM network continue to make inroads in the United States, as CDMA networks

make progress in other parts of the world. There are camps on both sides that firmly

believe either GSM or CDMA architecture is superior to the other. Data transfer

speed: with the advent of cellular phones doing double and triple duty as streaming

video devices, pod cast receivers and email devices, speed is important to those who

use the phone for more than making calls. CDMA has been traditionally faster than

GSM, though both technologies continue to rapidly leapfrog along this path. Both

boast 3G standards or 3rd generation technologies.

The key to success in todays dynamic corporate world is to have a reliable

and affordable telecom network. In fact often the success of the company is

determined by the pace of information flow, both within and outside the company.

Tata Indicom allows your entire team to remain in touch with one another, constantly

and simultaneously, even when all or some of them are mobile or geographically

separated. That way your entire team can take prompt decisions and always remain in

control and importantly Tata Indicom is the most cost effective communication tool.

Ever since its inception, Tata Indicom has considered the corporate world as a niche

segment and has been catering to the communication needs of this sector through a

team of highly dedicated professionals. Highlights of Tata Indicom corporate

connection: The tariffs are available to individuals are also available to the corporate

with the additional benefit of free call management services (call wait, call hold and

call divert) Itemized bill and voice mail service. The Tata Indicom tariff plan is only

available to the corporate subscribers and is available for an initial minimum

subscriptions connection. Subsequently, any number of connections can be added.

Back ground of the study

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THEORETICAL BACKGROUND OF THE STUDY

Marketing: Market refers to the set of all actual and potential buyers of theproduct and service.

Marketing is the delivery of customers satisfaction at profit. The goal of the

marketing is to attract new customers by promising superior value, and to keep

current customers by delivering satisfaction. The concept of exchange leads to the

concept of the market.

A market consists of all the potential customers sharing a particular need or

want who might be willing and able to engage in exchange to satisfy the need or want.

A market as the aggregate demand of potential buyers for a product or service.

Prospects: A prospect is someone whom the marketer identifies as potentially willing

and able to engage in an exchange of values. The underlining fact is that no company

can survive if it cannot sell its products. If the company cannot attract customers it

will be eventually forced to shut down. Realizing this, orienting the company policy

towards the important role of the customers is the essential characteristics of

marketing.

Implementing Marketing means that the company strives to identify its

customers, their needs preference and buying motivations as accurately as possible so

that it can respond to them, precisely with its products, styling, packing and servicing.

Relationship and Network: Relationship marketing is the practice of

building long term satisfying relation with key parties customers, suppliers,

distributors. In order to retain their long term preferences and business relationship

marketing results in strong economic, technical and social ties among parties. The

process of creating, maintaining, and enhancing strong, value- laden relationships

with customers and other stake holders.

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A marketing network consist of the company and all of its supporting

shareholders, customers, employees and other with whom it has built mutually

profitable business relationships.

Need Want And Demand: Marketing starts with human needs and wants. A need is

a state of deprivation of some basic satisfaction. People require food, clothing, shelter,

belongings, and esteem. Marketers do not create needs. Needs pre-exit marketers,

wants are desire for specific satisfiers needs. A need becomes a want when it is

related to a particular product and services. Human wants are continuously shaped

and reshaped by marketers, social forces and institutions.

Marketing Strategy: The logical, comprehensive plan of action through which a firm

intends to reach customer satisfaction at a profit in the market place.

Defensive marketing: Is all about keeping what we have already. For instance, a

strategy for reducing churn in our customers could be regarded as defensive because

we are deploying techniques to try to keep our customers from being lured by the

aggressive marketing of our competitors.

Aggressive marketing: Aggressive marketing therefore is trying to get more, By

More we could be referring to,

Capturing more customers.

Cross-selling to existing customers.

Up-selling to existing customers.

A well-structured strategy involving well-organized and managed campaigns

is a good example of aggressive marketing. The concept of campaigns is quite simple

and well knows to most of us. We have all been the target of marketing campaigns at

same point.

Tata Indicom International Private Leased Circuit (IPLC) Service is high-

speed solution for enterprises with large and varied communication requirements.

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Secure, Dedicated Network

IPLC is a point-to-point data service solely dedicated for your business needs.

Since you get dedicated bandwidth, you can be assured of complete security and

privacy in your communication. This service entitles you to high-speed connectivity-

24 hours a day, anywhere in the world via submarine cable or satellite.

Widest range of Applications

Tata Indicom IPCL is a high capacity, high speed digital circuit that provides

you an opportunity to combine a variety of telecommunication applications, including

the transmission of digitized voice, high speed data, high speed fax and graphics for

video phones. As the service provides integration of all three applications at the same

time, it gives you a distinct advantage over other modes of communication.

Benefits of IPLC

Security: Security is critical for any corporate network. As such, it is the primary

concern for businesses contemplating the use of IPLC. Our dedicated bandwidth and

sophisticated software and hardware ensure complete security of your communication

and the flow of information remains confidential between two communication points.

Reliability and Diversity: We provide the necessary reliability and diversity by

allowing to switch over to a different path should a link or device fall. This is ensured

by our network management team, which manages the traffic in case of failure of any

of the links. Our diverse cable network ensure that all possible diversity

Can be provided to you. Ad its worth mentioning that we offer maximum diversity to

ensure high availability of the service.

Total support: The network management team works round-the clock to ensure

faultless services to you. Any fault is immediately reported and efforts are made to

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restore the service at the earliest. We have put into place stringent international

benchmarks for ensuring that the highest level of service is available to you.

Single Window Clearance: The half-circuit for which will facilitate for arranging the

local loop from your business premises to ours. For any fault reporting/

troubleshooting, it will act as a single point of contact to restore the service.

Access to IPLC Service: It as a point of its presence in 23 locations across the

country from where IPLC services can be provided through international gateway.

IPLC services are available as half circuits. The other half of the circuit refers to the

distant end carrier, which will carry traffic to the destination address as provided

while subscribing to the service. IPLC services are available for speeds ranging from

64 kbps to 155 mbps. Even like managed IPLC where end-to-end manageability of

the circuit is available. This ensures quick fault identification, which facilitates

restoration of the service at the earliest. This type of service is currently available with

SingTel only. IPLC services are available on IRU basis.

Moments of Truth: Every time a customer encounters firm or the service provider

and its communication and other technologies, a service, moment is created; it is

called as moments of truth. Also called Moments of Truth-The Service

Encounter.

Every service moment is a dynamic force with a potential to fuel self

reinforce relationship with customer and is an opportunity to gain market share and

profit.

Marketing mix: It is those marketing decision-variables which when blended

together will from a marketing strategy designed to satisfy the firms customers.

The major instruments of marketing mix in the hands of management are:

Product mix: The aggregate of the products offered for sale by a firm. The product

mix may be measured in breath (i.e., the number of product lines carried), or in depth

(i.e., the assortment of sizes, types, colors, and styles within each product lines).

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Promotional mix: The selected combination of advertising, publicity, sales,

promotion, and personal selling used to communicate with inform, and sell goods to

the customer.

Price mix: The establishment of a realistic price frame work to maintain a companys

competitive position in the market place.

Place mix: The decision to market good through a particular channel to achieve the

most economic or cost effective result.

Personnel mix: The decision to recruit and develop a group of employees to

implement the marketing program and provide customer satisfaction effectively.

After sales services: It is a business activity by which a company serves the customer

in post sales period. It may be regarded as an attribute of the product itself. Customer

service (i.e., after sales services) and delivering quality services is the major issue

determining the competitive edge of organizations.

Customer satisfaction: The extent to which a product perceived performance

matches a buyers expectations. If the products performance falls short of

expectations, the buyer is dissatisfied. If performance matches or exceeds

expectations, the buyer is satisfied or delighted.

Consumer Satisfaction = Actual performance by the firm

Consumer Expectations

Expectation shape customer perception of product/ firms performance.

Customer perceptions of the firm and its offer are shaped by:

a) Work of month publicity- like recommendations from friends, relatives,

neighbors and peer group at work place.

b) Personal experience on the part of the customers.

c) Personal needs of individuals customers.

d) External communication-like the publicity of the firm in the media and its

advertisement and other corporate communications.

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Customer Value: The difference between the value the customer gains from owing

and using a product and the costs of obtaining the product.

Customer Value = Gain from the product The costs of that product.

Introduction to Service

Service as any activity or benefits that one party can offer to another that is

essentially intangible and does not result in the ownership of anything. Its production

may or not be tied a physical product.

Service has four characteristics that greatly affect the design of marketing

programs: Intangibility, inseparability, variability and perish ability.

Customer Satisfaction in the Service of an Industry

Satisfaction is a persons feeling of pleasure or disappointment resulting from

comparing a products perceived performance ( or outcome) in relation to his or her

expectation.

Satisfaction is a function of perceived performance and expectations the

customer is dissatisfied. If the performance exceeds, expectations, the customer is

satisfied. If the performance exceeds, expectations are influenced by their past buying

experience, friends, associates, advice, marketers, competitors information and

promises. If marketers raise expectations too high, the buyer is likely to be

disappointment.

Many companies in the service sector are aiming for high satisfaction because

customers who are first satisfied find it easy to switch when a better offer comes

along. Those who are highly satisfied are much less ready to switch. High satisfaction

or delight creates an emotional affinity with the brand not just a rational preference.

The result is high customer loyalty.

In order to satisfy the customer completely the telecom service should have

very good service. After the customer has applied for the connections the telecom

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service should not think that their work is done. They should make sure that the

connection and services is served in excellent manner. Proper network and excellent

services are provided with the ultimate object of satisfying customer wants. In a free

uncontrolled economy, it is the customer who determines what kind of connections

and tariff plan required for them, that influence the telecom industry what is mainly

required for the customers shall be produced, it is the customer (both present and

potential) who influences the prices and determines where, when and how the telecom

brand name is marketed .

The customers not only determine income of business, but also directly affect

the success of a business. A corollary to consumer satisfaction is the need to protect

him against monopoly restrictive and unfair trade practices customer satisfaction and

protection, there provide the rational of business depends on customers satisfaction.

Determinants of consumer behavior

a) culture determinants

1. Culture:

Culture is the most basic fundamental determinants and ads yet another

dimension to the study of consumer behavior. Culture refers to those symbols,

artifacts and behavioral patterns which are passed on socially from one generation

to the next. It includes belief, values, norms, and signs. Cultures are specific to the

area in which they evolve.

2. Sub Culture:

Each culture will contain smaller groups of sub culture that provide more

specific identification and socialization for its members. These sub cultural

divisions are certain socio-culture and demographic variables like nationality,

religion, geographic, locality, caste age, etc.

Sub culture groups have their unique consumption patterns that provide

important bases to the marketers. These have significant implications for market

segmentation, product development, advertising, merchandising, branding and

packaging,

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3. Social class:

Social class may take the form of a caste system where the member of the

different caste is reared for certain roles cannot change their caste membership.

Social class also influence the buying behavior and show distinct product and

brand preferences in purchasing decisions related to clothing and jewelry, leisure

activity and automobiles.

b) Social factor:

1. Reference group:

Groups having direct influence on a person could comprise of People with

whom the person interact on a continuous basis Such as family, friends neighbors

and colleagues. People may be influenced by some social organization and trade

unions.

A reference group can influence the consumers by introducing Him/her to new

life style by influencing the persons attitudes and behavior that may affect the

persons actual product / brand choice.

2. Family:

Members of the buyer family can exercise a strong influence on the buyer

behavior. Marketers are interested in the roles and relative influence of the

husband, wife children and parents on the purchase of a large variety of products

and services.

c) Personal factors:

1. Age and Stage of Life cycle:

Peoples choice of the goods and services changes over their lifetime. This

change can be observed right from childhood to maturity especially in taste and

preferences related to cloths, wants and reaction activities.

The stage of life cycle can be said to be a psychological feeling of a certain

transformation-taking place as they go through life and experiencing sudden

changes in consumption pattern.

2. Occupation:

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A persons occupation has direct effect on his choice of goods and services.

Marketers will have to identify which occupational groups will be interested in

their products and workout marketing strategies communicate about their products

and services to the relevant occupational group and induce a positive buying

motive in particular consumer,

4. Economic Circumstances:

Persons economic circumstances consist of his/her spend able income,

savings, assets ability to borrow and attitude towards spending.

With the increase in per capita income and improved standard of living, there will

be a willingness on the part of the consumer to purchase products.

So, the marketer as to proper market analysis and research and produce, price

and promote their products and services, so as to motivate people to purchase the

same.

5. Life Style:

Life style of a person conveys more than the persons social class or

personality alone. Persons social class will help in analyzing the persons behavior

is likely to be an understanding of a persons life style will help in giving a profile

of a whole persons patterns of living and interacting with the world.

5. Personality:

Each person has got a distinctive personality which will influence his/her

buying behavior. Personality can be used to analyze consumer behavior because

marketers have seen that there exists co-relation between personality types and

product/brand choices. Some of the trait used to describe a persons personality

are; self-confidence, dominance, achievement, deference etc.

6. Self Concept:

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Self-concept is a persons image of himself or self-image. Each person carries a

self-image of him/her and will purchase goods or services that match the self-

image.

Thus marketers have to develop and communicate brand images that will match

the self- image of the target customers.

d) Psychological Factors:

1. Motivation:

Motivation is an active, strong driving force that exists to reduce a state of

tension and protect, satisfy and enhance the individual and his self-concept. It is one

that lets the individual to act in a particular way.

Motives can be conscious or unconscious, relational or emotional, positive or

negative.

2. Perception:

Marketing management is concerned with the understanding of the process of

perception because, perception leads to thought and thought leads to action.

Perception is the process where by stimuli are received and interpreted by the

individual and translated in to a response.

3. Learning:

In behavioral science, learning means any change in behavior, which comes

about as a result of experience. Learning is the process of acquiring knowledge.

Consumer behavior is a process of learning because it is modified according to the

consumers past experience and the objectives he or she has set.

4. Attitude:

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The concept of attitude occupies a central position in the consumer behavior

studies in particular because attitude measurements help in understanding the

prediction of consumer behavior. Attitude refers to the predisposition to behave in

a particular way when presented with a given stimulus and the attitude towards

place, people products and things can be positive or negative or favorable or

unfavorable. Attitude develops gradually as a result of experience; they emerge

from interaction of persons with family, friends, and reference groups.

The theoretical background of the study helps in knowing the existing

customers satisfaction towards Tata indicom and new customers wants and

services, and Tata indicoms services for the existing SME and Corporate,

The study also helps in improving service provider, aggressive marketing, more

value good services, broad band service and speed up connectivity.

From this study we expect to know what extent the Tata Indicom Marketing

activities benefited to the small scale industries and what things that customers get

benefit and expect from the corporate connection of Tata Indicom.

From the survey we also try to get the feedback and be aware of Tata Indicom

corporate connections and the customers satisfaction and expectations.

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INDUSTRY PROFILE

The telecom network in India is the fifth largest network in the world meeting

up with global standards. Presently, the Indian telecom industry is currently slated to

an estimated contribution of nearly 1% to Indias GDP.

Introduction

The Indian Telecommunications network with 110.01 million connections is

the fifth largest in the world and the second largest among the emerging economies of

Asia. Today, it is the fastest growing market in the world and represents unique

opportunities for U.S. companies in the stagnant global scenario. The total subscriber

base, which has grown by 40% in 2005, is expected to reach 250 million in 2007.

According to Broadband Policy 2004, Government of India aims at 9 million

broadband connections and 18 million internet connections by 2007. The wireless

subscriber base has jumped from 33.69 million in 2004 to 62.57 million in FY2004-

2005. In the last 3 years, two out of every three new telephone subscribers were

wireless subscribers. Consequently, wireless now accounts for 54.6% of the total

telephone subscriber base, as compared to only 40% in 2003. Wireless subscriber

growth is expected to bypass 2.5 million new subscribers per month by 2007. The

wireless technologies currently in use are Global System for Mobile Communications.

(GSM) and Code Division Multiple Access (CDMA). There are primarily 9 GSM and

5 CDMA operators providing mobile services in 19 telecom circles and 4 metro cities,

covering 2000 towns across the country.

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Evolution of the industry-Important Milestones

History of Indian Telecommunications

Year

1851 First operational land lines were laid by the government near Calcutta (seat

of British power)

1881 Telephone service introduced in India

1883 Merger with the postal system

1923 Formation of Indian Radio Telegraph Company (IRT)

1932 Merger of ETC and IRT into the Indian Radio and Cable Communication

Company (IRCC)

1947 Nationalization of all foreign telecommunication companies to form the Posts,

Telephone and Telegraph (PTT), a monopoly run by the government's

Ministry of Communications

1985 Department of Telecommunications (DOT) established, an exclusive

provider of domestic and long-distance service that would be its own

regulator (separate from the postal system)

1986 Conversion of DOT into two wholly government-owned companies: the

Videsh Sanchar Nigam Limited (VSNL) for international telecommunications3

and Mahanagar Telephone Nigam Limited (MTNL) for service in

metropolitan areas.

1997 Telecom Regulatory Authority of India created.

1999 Cellular Services are launched in India. New National Telecom Policy is

adopted.

2000 DoT becomes a corporation, BSNL

Major Players

There are three types of players in telecom services:

-State owned companies (BSNL and MTNL)

-Private Indian owned companies (Reliance Infocomm, Tata Teleservices,)

-Foreign invested companies (Hutchison-Essar, Bharti Tele-Ventures,

Escotel, Idea Cellular, BPL Mobile, Spice Communications)

BSNL

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On October 1, 2000 the Department of Telecom Operations, Government of

India became a corporation and was renamed Bharat Sanchar Nigam Limited (BSNL).

BSNL is now Indias leading telecommunications company and the largest public

sector undertaking. It has a network of over 45 million lines covering 5000 towns

with over 35 million telephone connections.

The state-controlled BSNL operates basic, cellular (GSM and CDMA) mobile,

Internet and long distance services throughout India (except Delhi and Mumbai).

BSNL will be expanding the network in line with the Tenth Five-Year Plan (1992-

97). The aim is to provide a telephone density of 9.9 per hundred by March 2007.

BSNL, which became the third operator of GSM mobile services in most circles, is

now planning to overtake Bharti to become the largest GSM operator in the country.

BSNL is also the largest operator in the Internet market, with a share of 21 per cent of

the entire subscriber base

BHARTI

Established in 1985, Bharti has been a pioneering force in the telecom sector

with many firsts and innovations to its credit, ranging from being the first mobile

service in Delhi, first private basic telephone service provider in the country, first

Indian company to provide comprehensive telecom services outside India in

Seychelles and first private sector service provider to launch National Long Distance

Services in India. Bharti Tele-Ventures Limited was incorporated on July 7, 1995 for

promoting investments in telecommunications services. Its subsidiaries operate

telecom services across India. Bhartis operations are broadly handled by two

companies: the Mobility group, which handles the mobile services in 16 circles out of

a total 23 circles across the country; and the Infotel group, which handles the NLD,

ILD, fixed line, broadband, data, and satellite-based services. Together they have so

far deployed around 23,000 km of optical fiber cables across the country, coupled

with approximately 1,500 nodes, and presence in around 200 locations. The group has

a total customer base of 6.45 million, of which 5.86 million are mobile and 588,000

fixed line customers, as of January 31, 2004. In mobile, Bhartis footprint extends

across 15 circles. Bharti Tele-Ventures' strategic objective is to capitalize on the

growth opportunities the company believes are available in the Indian

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telecommunications market and consolidate its position to be the leading integrated

telecommunications services provider in key markets in India, with a focus on

providing mobile services.

MTNL

MTNL was set up on 1st April 1986 by the Government of India to upgrade

the quality of telecom services, expand the telecom network, introduce new services

and to raise revenue for telecom development needs of Indias key metros Delhi, the

political capital, and Mumbai, the business capital. In the past 17 years, the company

has taken rapid strides to emerge as Indias leading and one of Asias largest telecom

operating companies. The company has also been in the forefront of n technology

induction by converting 100% of its telephone exchange network into the state-of-the-

art digital mode. The Govt. of India currently holds 56.25% stake in the company. In

the year 2003-04, the company's focus would be not only consolidating the gains but

also to focus on new areas of enterprise such as joint ventures for projects outside

India, entering into national long distance operation, widening the cellular and

CDMA-based WLL customer base, setting up internet and allied services on an all

India basis. the private playersBharti, Hutchison and Idea Cellular, Reliance

Infocommin mobile services. MTNL recorded sales of Rs. 60.2 billion ($1.38

billion) in the year 2002-03, a decline of 5.8 per cent over the previous years annual

turnover of Rs. 63.92 billion.

RELIANCE INFOCOMM

It is also an integratedtelecom service provider with licenses for mobile, fixed,

domestic long distance and international services. Reliance Infocomm offers a

complete range of telecom services, covering mobile and fixed line telephony

including broadband, national and international long distance services, data services

and a wide range of value added services and applications. Reliance IndiaMobile, the

first of Infocomm's initiatives was launched on December 28, 2002. This marked the

beginning of Reliance's vision captured the voice market, it intends to attack the

broadband market.

TATA TELESERVICES

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Tata Teleservices is a part of the $12 billion Tata Group, which has 93

companies, over 200,000 employees and more than 2.3 million shareholders. Tata

Teleservices provides basic (fixed line services), using CDMA technology in six

circles: Maharashtra (including Mumbai), New Delhi, Andhra Pradesh, Tamil Nadu,

Gujarat, and Karnataka. It has over 800,000 subscribers. It has now migrated to

unified access licenses, by paying a Rs. 5.45 billion ($120 million) fee, which enables

it to provide fully mobile services as well. The company is also expanding its

footprint, and has paid Rs. 4.17 billion ($90 million) to DoT for 11 new licenses

under the IUC (interconnect usage charges) regime. The new licenses, coupled with

the six circles in which it already operates, virtually gives the CDMA mobile operator

a national footprint that is almost on par with BSNL and Reliance Infocomm. The

company hopes to start off services in these 11 new circles by August 2004. These

circles include Bihar, Haryana, Himachal Pradesh, Kerala, Kolkata, Orissa, Punjab,

Rajasthan, Uttar Pradesh (East) & West and West Bengal.

VSNL

On April 1, 1986, the Videsh Sanchar Nigam Limited (VSNL) - a wholly

Government owned corporation - was born as successor to OCS. The company

operates a network of earth stations, switches, submarine cable systems, and value

added service nodes to provide a range of basic and value added services and has a

dedicated work force of about 2000 employees. VSNL's main gateway centers are

located at Mumbai, New Delhi, Kolkata and Chennai. The international

telecommunication circuits are derived via Intelsat and Inmarsat satellites and wide

band submarine cable systems e.g. FLAG, SEA-ME-WE-2 and SEA-ME-WE-3. The

company's ADRs are listed on the New York Stock Exchange and its shares are listed

on major Stock Exchanges in India. The Indian Government owns approximately 26

per cent equity, M/s Panatone Finvest Limited as investing vehicle of Tata Group

owns 45 per cent equity and the overseas holding (inclusive of FIIs, ADRs, Foreign

Banks) is approximately 13 per cent and the rest is owned by Indian institutions and

the public. The company provides international and Internet services as well as a host

of value-added services. Its revenues have declined from Rs. 70.89 billion ($1.62

billion) in 2001-02 to Rs. 48.12 billion ($1.1 billion) in 2002-03, with voice revenues

being the mainstay. To reverse the falling revenue trend, VSNL has also started

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offering domestic long distance services and is launching broadband services. For

this, the company is investing in Tata Telservices and is likely to

acquire Tata Broadband.

HUTCH

Hutchs presence in India dates back to late 1992, when they worked with

local partners to establish a company licensed to provide mobile telecommunications

services in Mumbai. Commercial operations began in November 1995. Between 2000

and March 2004, Hutch acquired further operator equity interests or operating

licences. With the completion of the acquisition of BPL Mobile Cellular Limited in

January 2006, it now provides mobile services in 16 of the 23 defined licence areas

across the country. Hutch India has benefited from rapid and profitable growth in

recent years. it had over 17.5 million customers by the end of June 2006.

IDEA

Indian regional operator IDEA Cellular Ltd. has a new ownership structure

and grand designs to become a national player, but in doing so is likely to become a

thorn in the side of Reliance Communications Ltd. IDEA operates in eight telecom

circles, or regions, in Western India, and has received additional GSM licenses to

expand its network into three circles in Eastern India -- the first phase of a major

expansion plan that it intends to fund through an IPO, according to parent company

Aditya Birla Group .

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PROFILE OF THE ORGANIZATION

ORIGIN OF THE ORGANIZATION

The Tata group is one of Indias largest and most respected business

conglomerates with revenue in 2004-2005 at $17.8 Billion equivalent of 2.8% of

countries GDP. The group was founded by Jamsetji Tata in the mid 19 th century. Tata

Tele service is the telecom venture of Tata Group and Tata Indicom is the brand name

for the products and services offered by the company.

Tata teleservice is of the part of the INR 76,930(US $17.10 billion) tata group

that has over 90 companies, over 220,000 employees and more than 2 million

shareholders. With an investment of over INR 9,000 crore (US $ 2 billion) in telecom,

The group has a formidable presence across the telecom value chain.

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Tata teleservices spearheads the groups presence in the telecom sector.

Incorporated in 1996, Tata teleservices was the first to launch CDMA mobile services

in India with the Andhra Pradesh circle. Starting with the major acquisition of Hughes

Tele.com (India) limited now renamed Tata teleservices (Maharashtra) limited in

December 2002, the company swung into expansion mode Tata teleservice operates in

20 circles. The investment in Tata Teleservice limited (including Tata teleservice

(Maharastra) limited as of March 2005 totals INR 14,446 Crores (US $3.21 billion).

Having pioneered the CDMA 3G1x technology platform in India, Tata

Teleservices has established a robust and reliable telecom infrastructure that ensures

quality in its services. It has partnered with Motorola, Ericsson, Lucent and ECI

telecom for the deployment of a reliable, technologically advanced network.

The company, which heralded convergence technologies in the Indian telecom

sector, is today the market leader in the fixed wireless telephony market with a

customer base of over 2.8 million for the period ended September 05.

Tata teleservices bouquet of telephony services includes mobile services,

Wireless phones, public telephony booth, and wire line services, Other services

include value added services like voice portal, roaming, 3-way conferencing, group

calling and data services. Today, Tata teleservices limited along with Tata teleservices

maharashtra limited serve more than 7 million customers in 1700 towns and aims at

4000 towns by march06. With an ambitious rollout plan both within existing circles

and across new circles, Tata teleservices is offering world-class technology and user-

friendly services in 20 circles

The company has launched prepaid FWP and Public phone booths, a range of

new handsets, new voice and data services such as BREW games, picture messaging,

polyphonic ring tones, interactive applications like news, cricket, astrology, etc. These

are in addition to its existing services of postpaid mobile, prepaid mobile and postpaid

FWP.

VSNL is probably Indias largest Internet service provider and Tata owns a

stake in VSNL of 45% equity. VSNL is spear heading the International telecom foray

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of the Tata Group and has established its presence in key international geography

such as USA UK, Singapore and Hong Kong.

The company is rapidly growing its retail and corporate presence under the

Tata Indicom brand through products such as High Speed Broad Band and Dial-up

Internet also Net Telephony and calling cards. The telecom services of the Tata group

are offered under the brand name Tata Indicom and cover all segments from retail and

enterprise; to whole sale and international. The objective is to make Tata Indicom the

preferred telecommunications choice of customers across the country.

Tata Indicom enterprise business unit (TIEBU) launched in 2003 is the

central specialize enterprise sales and marketing for the Tata Group Tele Service.

The unit is the bench mark telecom player in the enterprise space and was formed

with a view to provide customized end-to-end voice, and data solution to customers

across India.

The Tata Groups commitment to building a substantial presence in Indias

telecom industry has seen it play a leading role in the development of the countrys

communications infrastructure. The telecom services of the group are offered under

the brand name Tata Indicom, and cover all segments, from retail and enterprise to

wholesale and international.

The objective is to make Tata Indicom the preferred telecommunications

choice of customers across the country. Tata teleservice, which heralded convergence

technologies in the Indian telecom sector. Is the world leader in the fixed wireless

service market, with customer base of 1.8 million? Aggressive marketing plans and a

slew of new product offerings including brand names such as true paid and walky-

have driven rapid subscriber growth.

Tata group comprises 93 operating companies in seven business sectors.

Information system, communications, engineer, materials, services energy, consumer

products and chemicals. Tata group operations more than 40 countries six continents

and its companies export products and services to 140 nations.

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The group and its enterprises have been steadfast and distinctive in their

adherence to business ethics and their commitment to corporate social responsibility;

This is a legacy that has earned the group the trust of many millions of stakeholders in

a measure few business houses anywhere in the world can match.

Presence of large number players especially in the mobile industry as ensured

stiff competition in the telecom industry. Competition is based on technology and

more importantly price. Key to success is therefore value added service but at

affordable prices. Since customers of all the segments in the telecom industry are

value conscious, factors such as rate-plan and coverage are key differentiate in the

Indian market. The Indian consumer is now having an increasing choice with large

number services launched. In respect to the CDMA services growth is further more in

this segment.

The CDMA market is growing in a solid pace and it accounts for nearly 432%

of all the new mobiles sold in the Indian telecom market. Things are quite similar in

the western countries telecom industry and the growth is in with the trend of US or

Europe, where in India many Indian companies and foreign companies launching

services amidst stiff competition and with their own competitive advantage. As a

result the CDMA market is increasing with a study growth and new launches and also

upgrading the existing services. Most of the companies adopted aggressive marketing

activities in order to achieve certain pre-determined objectives, like Reliance. These

marketing activities are done as a huge amount of investment is made. The study

undertaken in this particular project in order to know the existing customers

satisfaction towards Tataindicom, to know new customers wants and services, and to

know Tataindicoms services for the existing SME& Corporate, and also to know

existing customers attitude and new customers satisfaction towards Tataindicom

which is the fast growing telecom in the telecom industry, In this study the researcher

gets the feedback from Tataindicom customers as well as other customers like

BSNL, Reliance, and other telecom corporate connections, In terms of the customers

satisfaction and attitude that helps in ascertaining the total satisfaction towards Tata

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Indicom and also further improvements can be made or not, the researcher had

carried out the survey on the problem.

PRODUCT PROFILE

Profile

Tata Teleservices (TTSL) spearheads the Tata Group's presence in the Indian

telecom sector. Incorporated in 1996, the company was the first to launch CDMA

mobile services in India (in the Andhra Pradesh circle).

With the acquisition of Hughes Tele.com (India), now Tata Teleservices

(Maharashtra), in December 2002, the company swung into expansion mode. TTSL

currently offers services under the brand name 'Tata Indicom' in 20 circles in India:

Andhra Pradesh,Chennai, Gujarat, Karnataka, Delhi, Maharashtra, Mumbai, Tamil

Nadu, Orissa, Bihar, Rajasthan, Punjab, Haryana, Himachal Pradesh, Uttar Pradesh

(East), Uttar Pradesh (West), Kerala, Kolkata, Madhya Pradesh and West Bengal.

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TTSL, which heralded convergence technologies in the Indian telecom sector,

is today the market leader in the fixed wireless telephony market with a customer base

of over 2.68 million.

Areas of business

TTSL pioneered the CDMA 3G1x technology platform in India. The company has

established a robust and reliable telecom infrastructure that ensures quality in its

services. It has partnered Motorola, Ericsson, Lucent and ECI Telecom to deploy a

reliable and technologically advanced network.

TTSL's telephony services include mobile services, fixed wireless phones (FWP),

public booth telephony and wireline services. Among its value-added services are

voice portal, roaming, post-paid internet services, three-way conferencing, group

calling, wi-fi internet services and data services.

The company has entered the 'prepaid' segment by launching, under the Tata Indicom

brand, its '100 % Sacchai True Paid' offering across all its circles. Tata Indicom also

offers a collection of 1,000 mobile games, the latest handsets, and new voice and data

services such as BREW games, picture messaging, polyphonic ring tones, and

interactive applications.

TTSL, along with its subsidiary, Tata Teleservices (Maharashtra), currently serves4.58 million customers in over 1,400 towns in India

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ORGANIZATIONAL CHART

EXECUTIVE DIRECTOR

Vice-president

Marketing

General

Manager

Finance Production Quality control H.R.

Manager

Manager Manager Manager

AssistantManager

Secretary

Floor in charge

Finishing in charge

Stores in charge

Quality Checkers

Controllers

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FUNCTIONAL DEPARTMENT OF THE ORGANIZATION

The entire company works under different departments for smooth operation.

The main departments of Tata Indicom are given below.

Human Resource (H.R)

The main function of human resource management is putting right person to

right time. The main functions of human resource department are

Administration: All other department of the company under control of

human resource management and also providing suitable workers for each

department. The human resource management 0trying to maximum utilizes

the human resources.

Recruitments: The second responsibility of H.R management is recruiting

the people based on the needs of the each department. In this time the H.R

management should consider the skill of employ through the aptitude test and

direct interview.

Training: After the recruitment the next step is given the training based on

skills and which department is appointed. The HR management arranges the

facilities for training.

Accounting

The accounting department is the other main department of the company. The

accounting department is classifying, summarizing and recording the financial data.

The main responsibilities are:

Timely recording of all monitory transactions.

Solving the legal complaints.

Attending to various auditing, the company is conducting statutory auditing

two times in a year; excise and tax department is conducting another auditing I

a year. Providing management information system.

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Insuring all fixed assets and stock and employees etc.

Material department

The material department is another important department of the company. Themain function of these departments is material control for smooth production. The

other functions are:

Scheduling the raw material.

Accept quotations from different suppliers.

Selecting the suppliers based on quality, price, delivery time etc

Issue purchase order to selected suppliers.

Accepted material from suppliers.

Transfer for quality checking, after checking the defective items will be

rejected and non defective materials transfer to store.

Issue raw material for production as per indene issued from production

departments.

Preparing direct material cost (DMC) of all finished goods.

Customer assurance and system

The main functions of this department are:

Inwards and outwards quality checks quality check.

Quality check at supplier end.

Awareness among staff and supplier.

Uniformity in quality standards of materials maintaining.

Make necessary design based on customers complaints.

Production department:

Another department is the production department which converts the raw

material in to finished food products. The other functions are:

Intend material to store as per the production schedule.

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Provide training for operators in association with HR.

Adopting various ways and means for productivity and assured quality.

SCOPE OF THE STUDY

The scope of the study gives idea to develop the Tata Indicom corporate

connections in the small scale medium enterprises. The study helps in improving

existing customers satisfaction level. This helps in retaining the existing

customers. The study helps in knowing the competitive advantage of Tata Indicom

corporate connections. This helps the Tata Indicom (CDMA) telecom industry in

focusing the key factors in which they get advantage. The study helps in knowing

the existing customers satisfaction towards Tat Indicom and new customers wants

and services, and Tata Indicom s services for the existing SME and Corporate,

the study also helps in improving service provider, aggressive marketing, more

value good services, broad band service and speed up connectivity.

NEED OF THE STUDY

1. It is necessary to know the present competition of Tele Services so that the

study is helpful to the company for taking decision in upgrading product according to

needs and wants of the consumer.

2. It is also necessary to find out and analyse the factors, which influence a

customer to buy Tata Indicom.

3. It is necessary to know the responses of the consumer regarding the price,

quality, and performance of the Tata Indicom.

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4. The study will help to know whether the consumers are aware towards Tata

Indicom.

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OBJECTIVE OF THE STUDY

To study the existing customers satisfaction towards Tata Indicom

To know about new customers services and needs towards Tata Indicom

To know about Tata Indicoms services like Internet facilities for the

existing SME and Corporate

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RESEARCH METHODOLGY AND ANALYSIS

Title of the Study

Studyon market potential and customer satisfaction of SME and corporate

segment connections for Tata Indicom Services

STATEMENT OF THE PROBLEM

Regarding Potential of SME and corporate towards Tata Indicom

connections, Tata Indicom providing new Tariff plans for small scale medium

enterprises. The problem areas are

Problems which are commonly faced like billing complaints and delay of their

present connection. Problems regarding Marketing of Tata Indicom

Problems faced by customers regarding corporate connections connectivity of

Tata Indicom

OPERATIONAL DEFINITIONS OF CONCEPTS

Marketing: Market refers to the set of all actual and potential buyers of the

product and service.

Marketing is the delivery of customers satisfaction at profit. The goal of the

marketing is to attract new customers by promising superior value, and to keep

current customers by delivering satisfaction. The concept of exchange leads to the

concept of the market.

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A market consists of all the potential customers sharing a particular need or

want who might be willing and able to engage in exchange to satisfy the need or want.

A market as the aggregate demand of potential buyers for a product or service.

Prospects: A prospect is someone whom the marketer identifies as potentially willing

and able to engage in an exchange of values. The underlining fact is that no company

can survive if it cannot sell its products. If the company cannot attract customers it

will be eventually forced to shut down. Realizing this, orienting the company policy

towards the important role of the customers is the essential characteristics of

marketing.

Implementing Marketing means that the company strives to identify its

customers, their needs preference and buying motivations as accurately as possible so

that it can respond to them, precisely with its products, styling, packing and servicing.

Relationship and Network: Relationship marketing is the practice of building long

term satisfying relation with key parties customers, suppliers, distributors. In order

to retain their long term preferences and business relationship marketing results in

strong economic, technical and social ties among parties. The process of creating,

maintaining, and enhancing strong, value- laden relationships with customers and

other stake holders.

A marketing network consist of the company and all of its supporting

shareholders, customers, employees and other with whom it has built mutually

profitable business relationships.

Need Want And Demand: Marketing starts with human needs and wants. A need is

a state of deprivation of some basic satisfaction. People require food, clothing, shelter,

belongings, and esteem. Marketers do not create needs. Needs pre-exit marketers,

wants are desire for specific satisfiers needs. A need becomes a want when it is

related to a particular product and services. Human wants are continuously shaped

and reshaped by marketers, social forces and institutions.

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Marketing Strategy: The logical, comprehensive plan of action through which a firm

intends to reach customer satisfaction at a profit in the market place.

Defensive marketing: Is all about keeping what we have already. For instance, a

strategy for reducing churn in our customers could be regarded as defensive because

we are deploying techniques to try to keep our customers from being lured by the

aggressive marketing of our competitors.

Aggressive marketing: Aggressive marketing therefore is trying to get more, By

More we could be referring to,

Capturing more customers.

Cross-selling to existing customers.

Up-selling to existing customers.

A well-structured strategy involving well-organized and managed campaigns

is a good example of aggressive marketing. The concepts of campaigns are quite

simple and well know to most of us. We have all been the target of marketing

campaigns at same point.

Moments of Truth: Every time a customer encounters firm or the service provider

and its communication and other technologies, a service, moment is created, it is

called as moments of truth. Also called Moments of Truth-The Service

Encounter.

Every service moment is a dynamic force with a potential to fuel self

reinforce relationship with customer and is an opportunity to gain market share and

profit.

Marketing mix: It is those marketing decision-variables which when blended

together will from a marketing strategy designed to satisfy the firms customers.

The major instruments of marketing mix in the hands of management are:

Product mix: The aggregate of the products offered for sale by a firm. The product

mix may be measured in breath (i.e., the number of product lines carried), or in depth

(i.e., the assortment of sizes, types, colors, and styles within each product lines).

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Promotional mix: The selected combination of advertising, publicity, sales,

promotion, and personal selling used to communicate with inform, and sell goods to

the customer.

Price mix: The establishment of a realistic price frame work to maintain a companys

competitive position in the market place.

Place mix: The decision to market good through a particular channel to achieve the

most economic or cost effective result.

Personnel mix: The decision to recruit and develop a group of employees to

implement the marketing program and provide customer satisfaction effectively.

After sales services: It is a business activity by which a company serves the customer

in post sales period. It may be regarded as an attribute of the product itself. Customer

service (i.e., after sales services) and delivering quality services is the major issue

determining the competitive edge of organizations.

Customer satisfaction: The extent to which a product perceived performance

matches a buyers expectations. If the products performance falls short of

expectations, the buyer is dissatisfied. If performance matches or exceeds

expectations, the buyer is satisfied or delighted.

Consumer Satisfaction = Actual performance by the firm

Consumer Expectations

Expectation shape customer perception of product/ firms performance.

Customer perceptions of the firm and its offer are shaped by:

e) Work of month publicity- like recommendations from friends, relatives,

neighbors and peer group at work place.

f) Personal experience on the part of the customers.

g) Personal needs of individuals customers.

h) External communication-like the publicity of the firm in the media and its

advertisement and other corporate communications.

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Customer Value: The difference between the value the customer gains from owing

and using a product and the costs of obtaining the product.

Customer Value = Gain from the product The costs of that product.

RESEARCH METHODOLOGY OF THE STUDY

Description of the Research Design

Research design is a formal investigation or specification of methods and

procedures for acquiring the information needed to store the problem. A research

design is the arrangement of condition for collection and analysis of data in a manner

that aims to combine relevance to the research purpose with economy in procedures.

The research design used for this study is Exploratory Research.

1. Arbitrary or unscientific method.

2. Scientific methods.

1. Arbitrary method:

Arbitrary method of seeking answers to questions consists of imagination,

opinion, blind belief or impression.

2. Scientific methods:

This is a systematic rational approach to seeking facts. It eliminates the

drawbacks of the arbitrary method. It is objects, precise, and arrives at conclusion on

the basis of verifiable evidence.

There are different types of research, they are

a) Exploratory Research

b) Descriptive Research and

c) Casual Research

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a) Exploratory Research: The objective of exploratory research is to explore or

search through a problem or situation to provide insight and understanding. The focus

of the study is mainly based on new idea and innovation.

b) Descriptive Research: The main objective of descriptive research is to describe

something like market characteristics, relevant group, units designation, salary limits,

dependents etc.

c) Casual Research: A type of conclusion research where the major objective is to

obtain evidence regarding cause and effect relationship. The study is based on finding

the cause of current situation.

Exploratory Research is being used for this project work.

Sources of Data

Primary data regarding customers satisfactions and other feedbacks for thestudy were collected with the help of a questionnaire. Survey was taken by direct

interview.

Field work

The project involved a fieldwork of January 16 to May 16, where in the survey

was carried out, around- 150 respondents were questioned to get the feedback which

supports the study which is carried out for Tata indicom.

SAMPLING DESIGN

The aggregate of all the units pertaining to a study is called population or the

universe. Population is the largest group to be studied; a member of the population is

an element. It is the unit of study, a part of the population is known as a sample. The

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process of drawing a sample from a larger population is called sampling. For the

present study purpose, convenience sampling and random sampling.

The total number of respondents selected for study is only one hundred fifty

customers from small scale enterprise. The study was undertaken by convenience and

random sampling.

Convenience sampling

Convenience sampling is a non probability sampling. It means selecting

sampling units in a just hit and miss fashion, example interviewing people whom you

happen to meet

Random sampling

A random sample gives every unit of the population a known and non-zero

probability of being selected. Since random sampling implies equal probability to

every unit in the population, it is necessary that the selection of the sample must be

free from human judgment. Random sampling as each and every unit of the

population has an equal opportunity of being selected.

Sampling size

The sampling size of the customers chosen for the study is only one hundred

fifty customers from small scale enterprise. That is 150 respondents were surveyed

and interviewed directly, keeping in mind the time constraints. Individuals consisting

of both men and women of the study were undertaken by convenience and random

sampling.

Sampling frame

The target population for the study consists of customers from small scale

enterprises as per the convenience of the researcher.

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DATA COLLECTION TOOL

The instrument used for this study is structured interview schedule. Questions

related to objectives of the study from the major portion of the interview schedule. It

mainly consists of multiple- choice questions that the respondents can mark one or

more of the several choice of answers. And a few open ended questions where the

respondent is free to answer regarding his present corporate connection and some

datas which would support the survey. And also used chi-square and correlation in

spss packge.

Methodological Assumption

The review of the literature session analyzes the significant research studies.

The secondary data may be used as a soul for a research study. Since in many

research, researchers like to consider secondary data inadequate or unusable to know

and understand, the exact data is a primary data which give exact data and other

informations which supports the survey. if we want to have first hand information on

any happenings or events, primary data is very helpful. Thus two main methods by

which primary data can be collected are observation and communication.

In the present scenario, the internet facilitate the researcher in such a way that

which the researcher can collect everything. Perhaps, it indicates the profile of the

company, library sources as well as historically significant research studies.

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LIMITATIONS OF THE STUDY

The limitations are as fallows:-

1. The respondents were not clear of specific marketing jargons used in

questionnaire.

2. Some of the respondents were not fully co-operative and some of them felt

annoyed to give and interview.

3. Tata Indicom doesnt have any library which can facilitate any research work.

4. The study was restricted to Bangalore city only.

5. Few respondents were reluctant to answer the questionnaire and refused to

cooperate as they felt by answering the questionnaire would be time

consuming.

6. The study is focused on memory recall and there is change of recall bias. The

bias of respondents may have introduced errors in the survey findings.

7. Few respondents were reluctant to answer the questionnaire and refused to co-

operate as they felt by answering the questionnaire would be time consuming.

8. However care has been taken to reduce adopting the cross checking while

seeking the information from the respondent.

9. Some customers refuse to give data regarding the survey as the felt unsecured.

10. Few respondents who happened to be the subscriber of high rent were not

willing to disclose the rent paid as they felt the disclosure of the price might

lead to some tax problems. It took some efforts to convince them about the

academic nature of the survey.

11. Many details of the company were not revealed to the researcher.

12. The management didnt share important marketing information and strategy

of the company which made the study incomplete.

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ANALYSIS AND INTERPRETATION -III

1. Have you heard about Tata Indicom providing excellent corporate

connections for small-scale, medium enterprises and also better services?

Table 1

Sample Size 150 Yes No

No of respondents 80 70

Percentage 53.4 46.6

Analysis:

From the above table we can see:

53.4% of the respondents are heard about Tata Indicom providing excellent corporate

connection for SME. 46.6% of the respondents are unaware.

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Graph 1 showing the awareness of Tata Indicom providing corporate connection

for SME

80

70

Y

N

Figure 1

Interpretation:

From the above analysis we can see that majority of 53.4% of the respondents have

heard about Tata Indicom providing excellent corporate connection for SME and

46.6% of the respondents are unaware of this corporate service

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2. Do you have Tata Indicom corporate connection

Table 2

Sample Size 150 Yes No

No of respondents 30 120

Percentage 20 80

Analysis:

From the above table we can see that:

20% of the respondents have Tata Indicom corporate connection.

80% of the respondents dont have Tata Indicom corporate connection.

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2. Graph showing the SME having Tata Indicom corporate connection

30

120

Ye

No

Figure 2

Interpretation:

From the above analysis we can say that majority of 80% of respondents are not

having Tata Indicom connections the remaining 20%of the respondents are having

Tata Indicom corporate connection. From this analysis we see that the majority 80%

of the respondent are not having Tata Indicom corporate connection.

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3. If no mention your corporate connection --------------------

Table 3

Corporate connection No of Respondents 120 PercentageReliance 25 20.8

Airtel 40 33.4

BSNL 30 25

Hutch 25 20.8

Analysis:

From the above table we can see that:

20.8% of Respondents are using Reliance corporate connection.

33.3% of Respondents are using Airtel corporate connection.

25% of Respondents are using BSNL connection.

20.8 of Respondents are using Hutch corporate connection.

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Graph 3 showing other corporate connections supporting SME

25

40

30

25

Relain

Airtel

BSNL

Hutch

Figure 3

Interpretation:

From the above analysis we can see around 20.8% of Respondents are using Reliance

corporate connection, and 33.3% of Respondents are using Airtel corporate

connection and also 25% of Respondents are using BSNL connection, and the

remaining, 20.8% of Respondents are using Hutch corporate connection. From the

above analysis 33.3% of majority of the respondents prefer Airtel corporate

connections.

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4. Any problems regarding billing for ISD or STD.

Yes No

Table 4

Sample Size 150 Yes NoNo of respondents 20 130

Percentage 13.3 86.7

Analysis:

13.3% of respondents are facing problems regarding billing for ISD or STD

86.7% of respondents are not facing problems regarding billing for ISD or STD.

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Graph 4 showing problems regarding billing of ISD or STD

20

130

Y

N

Figure 4

Interpretation:

From the above analysis we can interpret that 86.7% of the respondents are not facing

problems regarding billing for ISD or STD the remaining 13.3% of the respondents

are facing problems regarding billing for ISD and STD. So in this case we can say

majority of the respondents are not facing problems regarding billing for ISD and

STD.

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5. If you had faced any other problems regarding Billing.

Table 5

Feed back No of respondents 150 PercentageDelay 20 13.3

Extra charges 60 40

Other complaints 70 46.7

Analysis:

13.3 % of the respondents facing delay in billing.

40% of the respondents facing extra charges.

46.7% of the respondents facing other complaints regarding billing.

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Graph 5 showing other problems regarding billing

20

60

70

0

10

20

30

40

50

60

70

Delay Ex traCharges Other complaints

Seri

Figure 5

Interpretation:

From the above analysis we can say that most of the respondents (46.7%) had faced

other complaints like network busy, disconnecting of network etc. the other 40% of

the respondents have faced extra charges and remaining 13.3% of the respondents

have faced delay in billing . So we can see that most of the respondents have faced

complaints regarding billing in Tata Indicom as well as in other corporate connection.

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6. Did customer care/services respond well regarding your billing problems?

Table 6

Sample size 150 Yes NoNo of respondents 110 40

Percentage 73.3 26.7

Analysis:

73.3% of the respondents are responded well by customer care.

26.7% of the respondents are not responded well by customer care.

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6. Graph showing customer care /services responds regarding billing problems

110

40

0 20 40 60 80 100 120

Yes

No

Seri

Figure 6

Interpretation:

From the above analysis we can see that majority of the respondents around 73.3% of

the respondents have responded well by customer care regarding billing problems and

the remaining 26.7% of the respondents have not responded well by customer care.

From this analysis, we can say that most of the respondents are responded well by

customer care.

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7. Regarding billing problems, complaints, delay what you would like to say to

the customer services provided.

Table 7

Particulars No of respondents Percentage

Strongly satisfied 22 14.7

Satisfied 68 45.3

Moderate 28 18.7

Dissatisfied 32 21.3

Analysis:

14.7% of the respondents are strongly satisfied by the customer service provided.

45.3% of the respondents are satisfied by the customer service provided.

18.7% of the respondents are moderate towards customer service provided.

21.3% of the respondents are dis-satisfied by the customer service provided.

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Graph 7 showing satisfaction levels of customer services provided for billing and

other complaints.

22

68

2832

0

10

20

30

40

50

60

70

Strongly

Satisfied

Satisfied Moderate Dis-Satisfied

Serie

Figure 7

Interpretation:

From the above analysis 14.7% of the respondents are strongly satisfied by the

customer service provided for billing and other problems. The majority of the

respondents 45.3% are satisfied by the customer service provided and the 18.7%of the

respondents are moderately satisfied by the customer service provided the remaining

21.3% of the respondents are dissatisfied by the customer service provided. From this

above analysis, we can say that most of the respondents are satisfied by the customer

service provided regarding billing complaints

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8. Regarding customer care and services is you satisfied with the present

Connection. Is it

Table 8

Particulars No of respondents Percentage

Excellent 62 41.3

Good 53 35.3

Average 35 23.3

Analysis:

41.3% of the respondents saying excellent about customer service

35.3% of the respondents saying Good about customer service.

23.3% of the respondents opinion about customer service is Average

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Graph 8 showing satisfaction levels of customer care and services with the

present connections.

Figure 8

Interpretation:

From the above analysis we can see that majority of the respondents of 41.3% saying

excellent about customer service and 35.3%of the respondents saying good about

customer service and the remaining 23.3 %of the respondents opinion about

customer service is average. In this case we can see that most of the respondents

having the opinion as excellent regarding satisfaction level of customer care and

services with the present connection.

62

53

35

0

10

20

30

40

50

60

70

Excellent Good Average

Series1

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9. If good/ average are you planning to have all your lines to Tata Indicom?

Table 9

Particular No of respondents PercentageYes 18 12

No 40 26.7

Already Having 30 20

Analysis:

12% of the respondents are planning to have all their lines to Tata Indicom.

26.7% of the respondents are not ready to have all their lines to Tata Indicom.

20% of the respondents are already having all their lines to Tata Indicom.

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9. Graph showing good/average planning to have Tata Indicom connection.

18

40

30

0

5

10

15

20

25

30

35

40

Yes No Already Having

Yes

No

Already Hav

Figure 9

Interpretation:

From the above analysis we can say that most of the respondents 26.7% are not ready

to have all their lines to Tata Indicom and 12% of the respondents are planning to

have all their lines to Tata Indicom and 20% of the respondents are already having all

their lines to Tata Indicom. So we can say that most of the respondents are not ready

to have all their lines to Tata Indicom.

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10. How would you rate your Network?

Table 10

Particulars No of Respondents PercentageExcellent 61 40.7

Good 58 38.7

Average 20 13.3

Poor 11 7.3

Analysis:

40.7% of the respondents rating their network as excellent.

38.7% of the respondents rating their network as Good.

13.3% of the respondents rating their network as Average.

7.3% of the respondents rating their network as Poor.

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Graph 10 showing the network rating of the respondents present connection.

61 58

20

11

0

10

20

30

40

50

60

70

Excellent Good Average Poor

Serie

Figure 10

Interpretation:

From the above analysis 40.7% of the respondents rating their network as excellent

and the 38.7% of the respondents rating their network as Good and 13.3% of the

respondents rating their network as Average and the remaining 7.3% of the

respondents rating their network as Poor. From this analysis we see that 40.7% of the

respondents are satisfied with their present connections network.

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11. What are the reasons for using this particular brand of network?

Table 11

Particulars No of Respondents PercentageRate plan 72 48

Features 21 14

Special offers 29 19.3

Others 28 18.7

Analysis:

48% of the respondents are using the brand because of rate plan

14% of the respondents are using the brand because of features.

19.3% of the respondents are using the brand because of special offer.

18.7% of the respondents are using the brand because of other reason.

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12. Amount you paid last month ------------------, units consumed last month-----

Calling pattern you follow

Table 12

Analysis

68% of the calls of respondents are to mobile.

32% of the calls of respondents are to land line.

Particulars % of call of respondents

To mobile 68

To land line 32

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Graph 13 showing calls to mobile and landline for one minute or more.

35

115

One Minute

Morethan One min

Figure 13

Interpretation:

From the above analysis we can find out 23.3% of respondents calls to mobile/land

line for one minute and the remaining 76.7% of respondents calls to mobile or land

line for more than one minute. From this analysis we can say that more than a minuteis the majority most of the respondents have spoken so far.

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14. If you are a new customer, do tell us your wants and services towards Tata

Indicom.

Table 14

Particulars No of respondents Percentage

Good service 38 25.3

Network coverage 95 63.4

Reduce tariff in ISD 17 11.3

Analysis:

25.3% of the respondents want good services from Tata Indicom.

63.4% of the respondents want network coverage from Tata Indicom.

11.3% of the respondents want reduce tariff plan in ISD from TataIndicom.

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Graph 14 showing new customers wants and services towards Tata Indicom

38

95

17

0

10

20

30

40

50

60

70

80

90

100

Good Services Netw orkCoverage

Reduce Tariffplan in STD

Good Services

Netw ork Coverage

Reduce Tariff plan in S

Figure 14

Interpretation:

From the above information we can see that 63.4% of the respondents want network

coverage from Tata Indicom and 25.3% of the respondents want good services from

Tata Indicom and 11.3% of the respondents want to reduce tariff plans in ISD from

Tata Indicom.

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15. Tata Indicom is providing a new Tariff plans for small-scale medium

enterprises, which is very effective and money saving, do you like to have

such plans.

Table 15

Sample size 150 Yes No

No of respondents 60 90

Percentage 40 60

Analysis:

40% of the respondents would like to switch on to Tata Indicom

60% of the respondents like to remain with their present connection.

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Graph 15 showing the respondents liking to have new tariff plans for SME from

Tata Indicom.

60

90

Figure 15

Interpretation:

From the above analysis we can see around 40% of the respondents would like to

switch on to Tata Indicom and remaining, 60% of the respondents like to remain with

their present connection. From this analysis around 40% have the willingness to join

Tata Indicom.

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16. Do you want any body to get in touch with you regarding service and new

product of Tata Indicom?

Table 16

Sample size 150 Yes No

No of respondents 30 120

Percentage 20 80

Analysis:

20% of the respondents want to get in touch with Tata Indicom.

80% of the respondents are not willing to get in touch with Tata Indicom.

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Graph 16 showing the interest of respondents to get in touch with Tata Indicom.

30

120

0

20

40

60

80

100

120

Yes No

Figure 16

Interpretation:

From the above information we can find out 80% of the respondents are not willing to

get in touch with Tata Indicom and the remaining 20% of the respondents wants to get

in touch with Tata Indicom.

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17. Tata Indicom is giving more services for small-scale medium enterprises.

Do tell us about the services. Is it

Table 17

Feed back No of respondents Percentage

Excellent 40 26.7

Good 90 60

Average 20 13.3

Analysis:

26.7% of the respondents consider excellent services from Tata Indicom.

60% of the respondents consider good services from Tata Indicom.

13.3% of the respondents consider average services from Tata Indicom.

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Graph 18 showing the feedback of respondents regarding services for SME from

Tata Indicom

ExcellentGood

Average

S1

40

90

20

0

10

20

30

40

50

60

70

80

90

Seri

Figure 17

Interpretation:

From the above analysis we can find out 26.7% of the respondents consider excellent

services from Tata Indicom and 60% of the respondents consider good services from

Tata Indicom and the remaining 13.3% of the respondents consider average services

from Tata Indicom. From this analysis we see that 26.7% have accepted excellent and

60% have accepted good regarding services for SME.

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18. Do tell us about the satisfaction, regarding Tata Indicom services for

SME.

Table 18

Level of satisfaction No of respondents Percentage

Highly satisfied 15 10

Satisfied 30 20

Moderate 80 53.3

Dissatisfied 25 16.7

Analysis:

10% of the respondents are strongly satisfied with Tata Indicom services for SME.

20% of the respondents are satisfied with Tata Indicom services for SME.

53.3% of the respondents are moderately satisfied with Tata Indicom services for

SME.

16.7% of the respondents are strongly dissatisfied with Tata Indicom services for

SME.

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Graph 18 showing satisfaction level regarding Tata Indicom

15

30

80

25

0

10

20

30

40

50

60

70

80

Strongly

Satisfied

Satisfied Moderate Dis-Satisfied

Seri

Figure 18

Interpretation:

From the above analysis we can see that 10% of the respondents are strongly satisfied

with Tata Indicom services for SME and 20% of the respondents are satisfied withTata Indicom services for SME and around 53.3% of the respondents are moderately

satisfied with Tata Indicom services for SME and the remaining 16.7% of the

respondents are strongly dissatisfied with Tata Indicom services for SME.

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19. Are you satisfied with Tata Indicom connection?

Table 19

Sample size 150 Yes NoNo of respondents 42 108

Percentage 28 72

Analysis:

28% of the respondents are satisfied with Tata Indicom.

72% of the respondents are not satisfied with Tata Indicom

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Graph 20 showing satisfaction regarding corporate connection

42

108

Y

N

Figure 19

Interpretation:

From the above analysis we can see that around 28% of the respondents are satisfied

with Tata Indicom and the remaining 72% of the respondents are not satisfied with

Tata Indicom. From this analysis we can say that only 28% prefer Tata Indicom.

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20. If No, what problem are you facing?

Table 20

Feedback No of respondents PercentageBilling 20 13.3

Network 60 40

Services 28 18.7

Analysis:

13.3% of the respondents are facing Billing problem.

40% of the respondents are facing network problem.

18.7% of the respondents are facing service problem.

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Graph 20 showing the respondents feedback who is not satisfied with Tata

Indicom

20

60

28

0 10 20 30 40 50 60

Billing

Network

Servieces

Serviec

Networ

Billing

Figure 20

Interpretation:

From the above analysis we can say that 13.3% of the respondents are facing Billing

problems and the 40% of the respondents are facing network problems and the

remaining 18.7% of the respondents are facing service problems. If all th