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ACKNOWLEDGEMENT
I would like to take this opportunity to thank Mr. Imran Siddique who has be en guiding force for
my Project Report on “Customer Perception towards GSM services at Aligarh.”
I am also very thankful to all of my teachers and friends for their support and encouragement in
finding out the appropriate material for this Project Report, without their thankless support and
efforts, making this report would have been impossible for me.
I am also thankful to Mr. Tushar Singh, Head of the Department, Aligarh College of
Engineering and Technology for providing me the required facilities in the department.
Raksha Chaudhary
MBA Final year
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PREFACE
The successful completion of this project was a unique experience for me because by visiting many
place and interacting various person ,I achieved a better knowledge about mobile services
providers . The experience which I gained by doing this project was essential at this turning point of
my career this project is being submitted which content detailed analysis of the research under taken
by me.
The research provides an opportunity to the student to devote his/her skills knowledge and
competencies required during the technical session.
The research is on the topic “Customer Perception Towards GSM services providers
(AIRTEL,VODAFONE & IDEA) at Aligarh.”
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DECLARATION
I, Miss Raksha chaudhary , a student of ALIGARH COLLEGE OF ENGINEERING &
TECHONOLOGY MANAGEMENT , hereby declare that the project titled ‘Customer Perception
Towards GSM services providers (AIRTEL,VODAFONE & IDEA) at Aligarh’ is an original work
and has not been submitted to any other academic institution for award of any degree or diploma in
full or part by me.
Raksha chaudhary
MBA (Final year)
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TABLE OF CONTENT
SERIAL NO . TOPICS
1- ACKNOWLEDGEMENT
2- PREFACE
3- DECLARATION
4- INTRODUCTION
4.1- TELECOMMUNICATION
4.2- T.R.A.I
4.3- TELECOM SECTOR IN INDIA
4.4- CLASSIFICATION OF TELECOMMUNICATION SREVICES
4.5- KEY PLAYERS IN INDIA 14
4.6- COMPANIES IN TELECOM SECTOR 16
5- INTRODUCTION TO CDMA 18
5.1- MEANING OF CDMA 19
5.2- HISTORY OF CDMA 20
5.3- CDMA SEGMENT OVERVIEW 23
6- MEANING OF GSM 26
7- COMPARISON OF CDMA & GSM 27
8- COMPANY PROFILE 28
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8.1- RELIANCE COMMUNICATION 29
8.2- TATA INDICOM 45
9- RESEARCH METHODOLOGY
10- DATA ANALYSIS
11- FINDINGS 78
12- SUGGESTIONS 80
13- LIMITATIONS
14- CONCLUSIONS 84
15- BIBLIOGRAPHY 86
16- QUESTIONNAIRE 88
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INTRODUCTION
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• TELECOMMUNICATION
Telecommunication is one of the fastest growing service industries in the world. While the accent of
growth is one the value added service, such as e-mail, cellular phones etc in the developed countries.
This sector a crucial role in spurring growth, especially industrial and service, in any economy.
Multinational companies are investing in developing countries because of huge latest demand.
Telephone penetration has reached saturation levels in the developed world. Telecommunication
historically has been a state initiated and controlled sector in all countries. The last two decades has
witnessed a restricting of the entire sector across the globe, in terms of privatization and competition.
Opening up of economics and privatization in the developing countries has triggered influx of
foreign capital and technology.
Telecom density is only 2 per 100, which is less than that of China (4.5 per 100) and the world
average (10 per 100). Cellular penetration is also low at 0.1% compared to China (1.1%) and
Malaysia (2%). To improve penetration will imply an investment of over Rs. 600 billion in next 5
years.
The industry had received the Telecom Policy of 1994 with enthusiasm. It was hoped that this would
usher in a new era in the telecom Sector. Unfortunately, delays in implementation and resulting
confusion have derailed the same. The initial enthusiastic responses to building have given way to
litigation and subsequent delays. Out of the 22 circles made available to the private sector for basic
telecom service, only 2 are operational after 5 years.
Despite all the delays, India has managed to take steps towards privatization and introduction of
competition in basic telecom services. The government has announced a new telecom policy, which
clarifies the future role of Department of Telecommunication. The new ISP policy will promote the
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use of internet. All this aims to promote investment in the telecom sector. The sector will undergo a
dramatic transformation in the next 3-5 years.
The building process was also adversely affected by Himachal futuristic which submitted bids of Rs.
850 Bn for 9 licenses leading in an impasse. The solution formulated by the policy makers to copies
number of licenses per company ostensibly, to avoid competition also led to confusion. The bids
were made on optimistic demand estimates, which have not yet materialized. This has resulted in
most of the companies facing cash losses. Most of the Indian partners do not have the strength to
withstand long genestations and selling out to their foreign collaborators. The new telecom policy
has addressed this issue also.
A number of MNCs set up joint ventures for manufacture of telecom equipment in the last 3 years.
The capacity builds up outstripped demand from the service providers. Due to resource crunch, DOT
(the dominant single buyer) delayed placing orders. This resulted in an adverse impact on the
bottom-line. A shake out local players (including some PSUs) who are technologically not
competitive is bound to happen.
• TRAI (TELECOM REGULATORY AUTHORITY OF INDIA)
The Telecom Regulatory Authority of India or TRAI (established 1997) is the independent regulator
established by the Government of India to regulate the telecommunications business in India. The
TRAI, which draws regulatory power from the TRAI Act of 1997 (Amended 2000), is responsible
for:
Notwithstanding anything contained in the Indian Telegraph Act,1885,the functions of the Authority
shall be to-
(a) Make recommendations, on a request from the licensor, on the following matters, namely:
(i) need and timing for introduction of new service provider;
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(ii) terms and conditions of license to a service provider;
(iii) revocation of license for non-compliance of terms and conditions of license:
(iv)measures to facilitate competition and promote efficiency in the operation of telecommunication
services so as to facilitate growth in such services.
(v) technological improvements in the services provided by the service providers.
(vi) type of equipment to be used by the service providers after inspection of equipment used in the
network.
(vii)measures for the development of telecommunication technology and any other matter relatable
to telecommunication industry in general;
(viii) efficient management of available spectrum;
(b) Discharge the following functions, namely:-
(i) ensure compliance of terms and conditions of license;
(ii) notwithstanding anything contained in the terms and conditions of the license granted before the
commencement of the Telecom Regulatory Authority (Amendment) Ordinance,2000, fix the
terms and conditions of inter-connectivity between the service providers;
(iii) ensure technical compatibility and effective inter-connection between different service
providers.
(iv) regulate arrangement amongst service providers of sharing their revenue derived from providing
telecommunication services;
(v) lay down the standards of quality of service to be provided by the service providers and ensure he
quality of service and conduct the periodical survey of such service provided by the service
providers so as to protect interest of the consumers of telecommunication services;
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(vi) lay down and ensure the time period for providing local and long distance circuits of
telecommunication between different service providers;
(vii) maintain register of interconnect agreements and of all such other matters as may be provided in
the regulations;
(viii) keep register maintained under clause (viii) open for inspection to any member of public on
payment of such fee and compliance of such other requirement as may be provided in the
regulations;
(ix) ensure effective compliance of universal service obligations;
TELECOM SECTOR IN INDIA
More than 125 million telephone network is one of the largest communication networks in world,
which continues to grow at a blistering pace.
The rapid growth in the telecom sector can be attributed to the various pro-active and positive policy
measures taken by the government as well as the dynamic and entrepreneurial spirit of the various
telecom service providers both in private and public sector. The telecom sector has shown
impressive growth during the past decade.
Two striking features of this growth viz. increasing preference for mobile phones and higher
contribution of private sector in the incremental growth have predominated the telecom sector. The
share of mobile phones (including WLL mobile) has overtaken the share of landlines with 62% in
the total number of phones. The private sector's contribution is also increasing rapidly. Currently
more than 30 lakh phones are being added each month and it is targeted that by the end of 2008 the
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total number of phones may reach a level of 350 million taking the tele-density to more than 30%
which is currently at 24.63%.
Network Expansion: The total number of telephone subscribers has reached 281.62 million at the
end of January 2008 as compared to 232.87 million in July 2007. The overall teledensity has
increased to 23.63% in January 2008 as compared to 21.20% in August 2007.
Wireless Service: The wireless segment saw a surge of 8.77 million subscribers last month
compared to 8.17 million in December2007. This pushed the total wireless subscriber’s base to
242.40 million by Jan 31 2008.
Wire line Subscribers: The wireline segment subscriber base stood at 39.73 million with a decrease
of 0.16 million at the end of January 2008.
Teledensity: The gross subscriber base reached 206.83 million at the end of March 2007. The
teledensity is 24.63%at the end of January 2008 as compared to 18.31% at the end of March 2007,
registering an increase of 6%.
Increasing Role of Private Sector: The private sector has played a significant role in the growth of
telecom sector. The share of private sector has risen to 85 per cent in December 2007 from 64.14 per
cent in November 2006.
Tariff Rebalancing Measures: There has been a dramatic fall in the tariffs due to increased
competition. The minimum effective charges for local calls have fallen considerably in recent
months especially for cellular service. The long distance domestic as well as international charges
have also fallen considerably.
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Telecom Regulatory Authority of India (TRAI): TRAI was established under the Telecom
Regulatory Authority of India Act, 1997 enacted on March 28, 1997. The goals and objectives of
TRAI are focused towards providing a regulatory framework that facilitates achievement of the
objectives of New Technology Policy (NTP) 1999. TRAI has endeavored to encourage greater
corporation in the telecom sector together with better quality and affordable prices.
Telecommunication sector in India can be divided into two segments: Fixed Service Provider
(FSPs), and Cellular Services. Fixed line services consist of basic services, national or domestic long
distance and international long distance services. The state operators (BSNL and MTNL), account
for almost 90 per cent of revenues from basic services. Private sector services are presently available
in selective urban areas, and collectively account for less than 5 per cent of subscriptions. However,
private services focus on the business/corporate sector, and offer reliable, high- end services, such as
leased lines, ISDN, closed user group and videoconferencing.
Cellular services can be further divided into two categories: Global System for Mobile
Communications (GSM) and Code Division Multiple Access (CDMA). The GSM sector is
dominated by Airtel, Vodfone-Hutch, BSNL and Spice-Idea Cellular, while the CDMA sector is
dominated by Reliance and Tata Indicom. Opening up of international and domestic long distance
telephony services are the major growth drivers for cellular industry. Cellular operators get
substantial revenue from these services, and compensate them for reduction in tariffs on airtime,
which along with rental was the main source of revenue. The reduction in tariffs for airtime, national
long distance, international long distance, and handset prices has driven demand.
• CLASSIFICATION OF TELECOMMUNICATION SERVICES
1. Basic services
2. Cellular services
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3. Internet Service Provider (ISP)
CELLULAR SERVICE
There are five private service operators in each area, and an incumbent state operator.
Almost 80% of the cellular subscriber base belongs to the pre-paid segment.
The DOT has allowed cellular companies to buy rivals within the same operating circle
provided their combined market share did not exceed 67 per cent. Previously, they were
only allowed to buy companies outside their circle.
Growth Drivers
Opening up of international and domestic long distance telephony services are growth
drivers in the industry. Cellular operators now get substantial revenue from these
services, and compensate them for reduction in tariffs on air time, which along with
rental was the main source of revenue. The reduction in tariffs for airtime, national long
distance, international long distance, and handset prices has driven demand.
• THE KEY PLAYERS IN THE TELECOM MARKET IN INDIA
Cellular Service provider:
Airtel
Vodafone
BSNL
Spice/Idea
Reliance
Tata indicom
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Aircel
MTNL
Subscribers
• Wireless subscribers crosses 200 million
mark
• Tele density reaches 21.20%
• India has become the second largest wireless
network given the exceptional growth in Mobile subscribers in India.
According to latest release by TRAI (Telecom Regulatory authority of India), the total wireless
subscribers base stood at 261.09 million at the end of March 2008, compared to 255 million
subscribers in U.S. A total of 10.16 million wireless subscribers have been added in the month of
March 2008 as against 8.53 million wireless subscribers added in the month of February 2008.
Another landmark that March saw was reaching a total telephone connections to 300 million
(wireline+wireless). The overall tele-density is pegged at 26.22% at the end of March 2008 as
against 25.31% in February 2008.
The total number of telephone subscribers has reached 241.02 million at the end of August 2007 as
compared to 232.87 million in July 2007. The overall teledensity has increased to 21.20% in August
2007 as compared to 20.52% in July 2007.
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In the wireless segment, 8.31 million subscribers have been added in August 2007 while 8.06 million
subscribers were added in July 2007. The total wireless subscribers (GSM, CDMA & WLL (F)) base
reaches 201.29 million at the end of August 2007
BSNL MTNL GSM CDMA
Fixed Service Provider Cellular Services
TELECOMMUNICATIONN SECTOR
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Companies in Telecom Sector
Aircel
Airtel
Bsnl
Idea
Reliance
Tata Indicom
Virgin Mobile
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Market Share of Wireless Operators… … ( As of March 2008)
23.74%
17.54%
16.90%
15.62%
9.32%
9.19%
4.06%1.61%
1.35%0.65%
MAR K E T SH AR E
Bharti
Reliance
Vodafone
BSN L
T AT A tele
I dea
A ircel
Spice
M T N L
Others
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Introduction
To
GSM
(Global System for Mobile)
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Meaning of G.S.M
(Global System for Mobile)
The Global System for Mobile Communications (GSM: originally from Grouped
Special Mobile) is the most popular standard for mobile phones in the world.
GSM service is used by over 2 billion people across more than 212 countries and
territories.[1] [2] the ubiquity of the GSM standard makes international roaming
very common between mobile phone operators, enabling subscribers to use their
phones in many parts of the world. GSM differs significantly from its
predecessors in that both signaling and speech channels are Digital call quality,
which means that it is considered a second generation (2G) mobile phone
system. This fact has also meant that data communication was built into the
system from the 3rd Generation Partnership Project (3GPP).
History of GSM
The development and success of GSM has been an outstanding example of international enterprises
in action. Below you will find a brief history of GSM, describing how it all comes about and how the
Association was born, has grown and evolved. We also include the many people who contribute to
the association’s tremendous growth and highlight the major achievements and milestones along the
way. This history is complete from 1987 through 1997, a further update will be available in due
courses.
The ultimate out come of the battle for dominance between these two competing cellular data
transmission technologies may lie more in their history then their respective merits ton understands
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the current prevalence of GSM, one need of a foundation in the forces that converged to push one
technology ahead of their other.
One of the most contentions battles being waged in the wireless infrastructure industry is the debate
over the efficient use and allocation of finite airwaves. For several year, the word’s two methods –
Code Division Multiple Access (CDMA) and Global System for Mobile Communications (GSM) –
have divided the wireless world into opposing camps Ultimately, the emergence of a
CDMA is relatively new, and the network is not as mature as GSM.
CDMA cannot offer antinational roaming, a large GSM advantage.
The Euro-Asian alternative: GSM
Analyst consider Qualcomm’s major competitive disadvantage to be its lack of access to the
European market now controlled by global system for mobile communications (GSM). The wireless
world is now divided into GSM ( much of western Europe ) and CDMA ( north America and parts of
Asia ).
Bad timings may have prevented the evolution of one, single global wireless standard. Just two years
before CDMA’s 1995 introduction in Hong Kong, European carriers and manufacturers chose to
support the first available digital technology – Time division multiple access (TDMA). GSM uses
TDMA as its core technology. Therefore, since the majority of wireless users are in Europe and
Asia, GSM has taken the worldwide lead as the technology of choice.
Mobile handset manufacturers ultimately split into two camps, as Motorola, lucent and Nextel chose
CDMA, and Nokia and Ericsson eventually pushed these companies out and dominant GSM players.
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Advantages of GSM:
• GSM is already used worldwide with over 450 million subscribers.
• International roaming permits subscribers to use one phone throughout Western Europe.
CDMA will work in Asia, but not France, Germany, the U.K. and other popular European
destinations.
• GSM is mature, having started in the mid-80s. This maturity means a more stable network
with robust features. CDMA is still building its network.
• GSM’s maturity means engineers cut their teeth on the technology, creating an unconscious
preference.
• The availability of subscriber identity modules, which are smart card that provide secure
data encryption give GSM m-commerce advantages.
GLOBAL SYSTEM FOR MOBILE (GSM) TELEPHONY SOME SALIENT FEATURES:
GSM has the highest cellular mobile subscriber base, worldwide (76%) crossed one billion in
Feb. 2004. one billion of the worlds 1.5 billion of mobile phones are of the GSM system (fixed
phones world-wide are 1.2 billion). GSM services are available in 206 countries with a total of
616 GSM networks.
In India, we have 73 GSM networks in 2000 stations with 26-million subscriber base (by 2005,
total mobile connections are likely to exceed total fixed line connections in India). A total of 360
billion short message services (SMS) messages were sent through GSM networks in the year
2002.
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Advantages of GSM
• GSM is mature; this maturity means a more stable network with robust features.
• Less signal deterioration inside buildings.
• Ability to use repeaters.
• Talktime is generally higher in GSM phones due to the pulse nature of transmission.
• The availability of Subscriber Identity Modules allows users to switch networks and handsets at will.
• GSM covers virtually all parts of the world so international roaming is not a problem.
• The much bigger number of subscribers globally creates a better network effect for GSM handset makers, carriers and end users.
• Tools for unlocking GSM phones are widely available. Meaning it is easier to keep the same phone and go with another carrier using the same technology.
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GSM Overall Efficiency
For Subscriber For operators
Low cost Entry Handset
Wide Choice and availability of handset
Internal Roaming
Easy Subscription
Economies of scale due to dominant market share in India
Choice of multiple vendors
Capex optimization
Lower subscriber acquisition cost
Seamless interoperability
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GSM Growth In India
The subscriber growth saw a phenomenal increase from 2002 onwards. This was
Mainly due to lowered call tariffs and full-scale implementation of SMS services all over India.
December 2002, where India touched the 10 million mark could be
Defined as a milestone for Indian wireless industry.
Subscriber growth continued from 2002-03 and there were close to 22 million
Subscribers as of December 2003.
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Two main elements for this phenomenal growth are 1. Lowered call tariffs & 2.
Free incoming calls Consumers who were once reluctant to subscribe to mobile subscriptions
founded feasible and convenient to avail as now there was hardly any difference between the
monthly bills compared to fixed line, and mobility was definitely a crucial element.
The above phenomena in India is taking shape because of the presence of huge
Middle class population. On an estimate there are some 300 to 350 million people belonging to this
group in India. Unlike a car or a television set (where one is enough in the family) with the lowered
call tariffs it became possible even for family members to own a mobile phone each.
Meaning of C.D.M.A
(Code division multiple access)
Code division multiple access (CDMA) is a form of multiplexing and a method of
multiple access that divides up a radio channel not by time, nor by frequency
(as in frequency-division multiple access), but
instead by using different pseudo-random code sequences for each user. CDMA
is a form of "spread-spectrum" signaling, since the modulated coded signal has a
much higher bandwidth than the data being communicated.
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CDMA also refers to digital cellular telephony systems that make use of this
multiple access scheme, such as those pioneered by Qualcomm, and W-CDMA
by the International Telecommunication Union or ITU.
CDMA has been used in many communications and navigation systems,
including the Global Positioning System and in the OmniTRACS satellite system
for transportation logistics.
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Comparison:
Properties GSM CDMA
Method of multiple Access
SDMAFDMATDMA
SDMACDMA
Interference/Voice Clarity
More Interference because of frequency sharing. So lesser clarity.
Less Interference. This result in better voice clarity
Security Lesser secure More secure transmission because of code word used.
Availability Available in most of countries. So better coverage.
Limited coverage.
Deployment and operational cost
More Lesser because of fewer cell site
Hand over Hard and soft handover both are possible but usually call is lost.
Soft handover, resulting in better call handling while mobile is moving
Noise Immunity Lesser Immune More ImmuneTransmission power Require more power Require lesser powerData Transfer speed Lesser in comparison to CDMA Better speedLatest Technology EDGE having potential of
providing better transfer speed than earlier CDMA but has comparable speed to WCDMA
WCDMA
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COMPANY
PROFILE
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AIRTEL
Type Public, Listed on BSE
Founded 1985
Headquarters New Delhi, India
Key people Sunil Mittal
Industry Telecom
Products Mobile and Fixed-Line Telecommunication operator
Revenue $6 Billion
Slogan Express Yourself
Website www.airtel.in
Bharti Airtel, formerly known as Bharti Tele-Ventures Limited (BTVL) is India's largest cellular
service provider with more than 75 million subscribers as of August 2008.It also offers fixed line
services and broadband services. It offers its TELECOM services under the Airtel brand and is
headed by Sunil Mittal. The company also provides telephone services and Internet access over DSL
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in 14 circles. The company complements its mobile, broadband & telephone services with national
and international long distance services. The company also has a submarine cable landing station at
Chennai, which connects the submarine cable connecting Chennai and Singapore. The company
provides end-to-end data and enterprise services to the corporate customers through its nationwide
fiber optic backbone, last mile connectivity in fixed-line and mobile circles, VSATs, ISP and
international bandwidth access through the gateways and landing station.
Bharti Enterprises has successfully focused its strategy on telecom while straddling diverse fields of
business. From the creation of 'Airtel', one of India's finest brands, to becoming the largest
manufacturer and exporter of world class telecom terminals under its 'Beetel' brand, Bharti has
created a significant position for itself in the global telecommunications sector. Bharti Airtel Limited
is today acknowledged as one of India's finest companies, and its flagship brand 'Airtel', has over 24
million customers across the length and breadth of India.
While a joint venture with TeleTech Inc., USA marked Bharti’s successful foray into the Customer
Management Services business, Bharti Enterprises’ dynamic diversification has continued with the
company venturing into telecom software development. Recently, Bharti has successfully launched
an international venture with EL Rothschild Group owned ELRO Holdings India Ltd., to export
fresh Agri products exclusively to markets in Europe and USA.
Companies of Airtel
A brief introduction to each of its companies is given below:
1. Bharti Airtel Ltd
Bharti Airtel Ltd is India's leading provider of telecommunications services. The company has 4
distinct Business divisions - Mobile & telephone services, broadband services, long distance services
and enterprise services.
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2. Bharti TeleTech Ltd
Bharti TeleTech Ltd manufactures and exports world-class telecom equipment under the brand
'Beetel'
3. Telecom Seychelles Ltd
Telecom Seychelles Ltd provides telecom services in Seychelles, under the brand 'Airtel'
4. Bharti Telesoft Ltd
Bharti Telesoft Ltd delivers best-in-class, revenue-critical VAS products and services to telecom
carriers.
5. TeleTech Services (India) Ltd
TeleTech Services (India) Ltd is joint venture with TeleTech Inc., USA. It offers a range of
Customer Management Services.
6. FieldFresh Foods Pvt Ltd
FieldFresh Foods Pvt Ltd is Bharti's venture with EL Rothschild Group owned ELRO Holdings
India Ltd., to export fresh Agri products exclusively to markets in Europe and USA.
Airtel is a brand of telecommunication services in India operated by Bharti Airtel.
Airtel is the largest cellular service provider in India in terms of number of subscribers. Bharti Airtel
owns the Airtel brand and provides the following services under the brand name Airtel: Mobile
Services (using GSM Technology), Broadband & Telephone Services (Fixed line, Internet
Connectivity(DSL) and Leased Line), Long Distance Services and Enterprise Services
(Telecommunications Consulting for corporates). It has presence in all 23 circles of the country and
covers 71% of the current population.
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Leading international telecommunication companies such as Vodafone and SingTel held partial
stakes in Bharti Airtel.
In March 2008, Bharti Airtel will roll out third generation services in Sri Lanka in association with
HYPERLINK "http://en.wikipedia.org/wiki/Singtel" \o "Singtel" Singtel. This is because Singapore-
based Asian telecom major Singtel, which owns a little over 30% in Bharti Airtel, is a major player
in the 3G space as it has already third generation networks in several markets across Asia
The Company Bharti Airtel is in India the biggest integrated and also the 1st telephone service
provider in the private sector, which has footprint in around 23 telecom circles. Bharti Airtel Limited
has been since its very beginning using the latest technology and thus the company has paved the
way for the telecom sector in India with its world-class services and products.
This has helped Bharti Airtel Company to grow for the number of its customers has increased very
rapidly over the years. The company has around 5o million customers in 2007 and its market share
of mobile subscribers in India is at 23.4%.
The company Bharti Airtel Limited's total revenue amounted to Rs.12, 242 crore in 2006- 2007 and
the net profit stood at Rs.3, 126 crore. The Company Bharti Airtel is divided into 3 business units
that are:
• Broadband & Telephone (B&T) services
• Enterprise services
• Mobile services
Among the various services that the Bharti Airtel Limited Company provides to its customers, the
services of broadband and telephone (B&T) are 1 of them. The company provides broadband
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Internet services of high speed for it has the best network in India. The company Bharti Airtel also
provides telephone services in around 94 cities of the country and this helps the people to stay
connected with one another. The company plans to expand its broadband and telephone services by
providing IPTV services and DTH operations.
Further Bharti Airtel provides enterprise services to its customers. The services of enterprise provide
telecom end-to-end solutions to customers who belong to the corporate sector and also long distance
services to international and national carriers. The company Bharti Airtel has more than 35,016
kilometers of optic fiber, a submarine landing station, and is also a member of South East Asia-
Middle East- Western Europe- 4. All this has helped the company to provide the best enterprise
services to its customers. The company Bharti Airtel Limited plans to expand its enterprise services
so that it can achieve the status of a global carrier within a period of 2- 3 years.
Awards and Recognition
Wireless service provider of the year 2005 at the Frost and Sulivan Asia-Pacific ICT awards
Competitive service provider of the year 2005 at the Frost and Sulivan Asia-Pacific ICT
awards
Bharti Airtel added the highest ever net addition of 5.3 million customers in a single quarter
(Q4-FY0607) and also the highest ever net addition of 18 million total subscribers in 2006-07
The company will invest up to $3.5 billion this fiscal (07-08) in network expansion.
It has an installed base of 40,000 cellsites and 59% population coverage
After the proposed network expansion, an additional 30,000 towers will result in the
company achieving 70% population coverage
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Bharti has over 39 million users as on March 31, 2007
It has set a target of 125 million subscribers by 2010
Prepaid customers account for 88.5% of Bharti’s total subscriber base, an increase from
82.7% a year ago
ARPU has dropped to Rs 406
Non-voice revenues, (SMS, voice mail, call management, hello tunes and Airtel Live)
constituted 10% of total revenues during Q4, lower than 10.7% in the Q4 of the previous year
Blended monthly minutes of usage per customer in Q4 was at 475 minutes
Has completed 100% verification of its subscribers and in the process disconnected three
lakh subscribers
Market News
Market Capitalisation
Approx. Rs. 1,670 billion Closing BSE share price = Rs. 880.75
Sales : 02.62 Billion $
Profits : 00.46 Billion $
Assets : 04.46 Billion $
Market Value : 41 Billion $
On February 12, 2007 Vodafone sold its 5.6% stake in AirTel back to AirTel for US $1.6 billion;
and purchased a controlling stake in rival Hutchison Essar.
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VODAFONE
Founded 1983 as Racal Telecom, independent 1991
Headquarters Newbury, England, UK
Key people
Arun Sarin, CEOSir John Bond, ChairmanJohn Buchanan, Deputy ChairmanAndy Halford, CFO
Industry Mobile telecommunications
Products Mobile networks, Telecom services, Etc.
Revenue ▲ £31.104 billion GBP (2007)
Net income ▼ £-1.564 billion GBP (2007)
SloganMake the most of now (in many countries, their
previous slogan, How are you?, is still used)
Website www.vodafone.com
Vodafone is a mobile network operator headquartered in Newbury, Berkshire, England, UK. It is the
largest mobile telecommunications network company in the world by turnover and has a market
value of about £100 billion (December 2007). Vodafone currently has equity interests in 25
countries and Partner Networks (networks in which it has no equity stake) in a further 39 countries.
The name Vodafone comes from Voice data fone, chosen by the company to "reflect the provision of
voice and data services over mobile phones."
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At 31 January 2007 Vodafone had 200 million proportionate customers in 25 markets across 5
continents. ("Proportionate customers" means, for example, that if Vodafone has a 30% stake in a
business with a million customers, that is counted as 300,000). On this measure it is the second
largest mobile telecom group in the world behind China Mobile. The eight markets where it has
more than ten million proportionate customers are the United Kingdom, Germany, India, Italy,
Spain, Turkey, Egypt and the United States. In the U.S., these customers come via its minority stake
in Verizon Wireless, and in the other seven markets Vodafone has majority-controlled subsidiaries.
On 30 May 2006, the company announced a loss before tax of £14.9 billion for 2005, the biggest
loss in British corporate history. The loss for the year from continuing operations was £17.2 billion
and the bottom line loss for the financial year was £21.8 billion. The company was pushed into loss
by impairment charges of £23.5 billion, which related to the acquisition of Mannesmann several
years earlier, and losses of £4.6 billion in relation to its discontinued business in Japan. At an
operating level it remained highly profitable, with an operating profit on continuing operations of
£9.4 billion before impairment costs.
Vodafone’s original logo was used until the introduction of the speech mark logo in 1998.
In 1982 Racal Electronics plc's subsidiary Racal Strategic Radio Ltd. won one of two UK cellular
telephone network licenses. The network, known as Racal Vodafone was 80% owned by Racal, with
Millicom and the Hambros Technology Trust owning 15% and 5% respectively. Vodafone was
launched on 1 January 1985. Racal Strategic Radio was renamed Racal Telecommunications Group
Limited in 1985. On 29 December 1986 Racal Electronics bought out the minority shareholders of
Vodafone for GB£110 million.
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In September 1988 the company was again renamed Racal Telecom and on 26 October 1988 Racal
Electronics floated 20% of the company. The flotation valued Racal Telecom at GB£1.7 billion. On
16 September 1991 Racal Telecom was demerged from Racal Electronics as Vodafone Group.
In July 1996 Vodafone acquired the two thirds of Talkland it did not already own for £30.6 million.
On 19 November 1996, in a defensive move, Vodafone purchased Peoples Phone for £77 million, a
181 store chain whose customers were overwhelmingly using Vodafone's network. In a similar move
the company acquired the 80% of Astec Communications that it did not own, a service provider with
21 stores.
In 1997 Vodafone introduced its Speechmark logo, as it is a quotation mark in a circle; the O's in the
Vodafone logotype are opening and closing quotation marks, suggesting conversation.
On 29 June 1999 Vodafone completed its purchase of AirTouch Communications, Inc. and changed
its name to Vodafone airtouch plc. Trading of the new company commenced on 30 June 1999. To
approve the merger, Vodafone sold its 17.2% stake in E-Plus Mobilefunk. The acquisition gave
Vodafone a 35% share of Mannesmann, owner of the largest German mobile network.
On 21 September 1999 Vodafone agreed to merge its U.S. wireless assets with those of Bell Atlantic
Corp to form Verizon Wireless. The merger was completed on 4 April 2000.
In November 1999 Vodafone made an unsolicited bid for Mannesmann, which was rejected.
Vodafone’s interest in Mannesmann had been increased by the latter's purchase of Orange, the UK
mobile operator. Chris Gent would later say Mannesmann's move into the UK broke a "gentleman's
agreement" not to compete in each other's home territory. The hostile takeover provoked strong
protest in Germany and a "titanic struggle" which saw Mannesmann resists Vodafone’s efforts.
However on 3 February 2000 the Mannesmann board agreed to an increased offer of £112bn, then
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the largest corporate merger ever. The EU approved the merger in April 2000. The conglomerate
was subsequently broken up and all manufacturing related operations sold off.
Hutch Becomes Vodafone
In one of the biggest brand transition exercises in recent times, Hutch, India’s fourth-largest mobile
service provider will be renamed Vodafone. Vodafone is spending somewhere in the region of Rs
250 crore on this high-profile transition.
Vodafone has acquired 67 per cent in Hutchison Essar from Hong Kong-based Hutchison Whampoa,
and completed the acquisition of Hutchison Essar in May 2007. The brand change that will touch 3.5
crore customers and four lakh shops and employees will be executed through a media blitz and the
pug, which had become famous with its network advertisement, will remain.
''This marks a significant chapter in the evolution of Vodafone as a dynamic and ever-growing
brand. The brand change over the next few weeks will be unveiled nationally through a high profile
campaign covering all important media,'' a news agency quoted the company statement as saying.
Leading broadcaster Star India has entered into an exclusive deal with Vodafone Essar for the latter's
re-branding campaign to Vodafone from Hutch.
Financial Results
From its 31 March 2006 year end onwards Vodafone will report its results in accordance with
International Financial Reporting Standards (IFRS). It has issued results amended to IFRS standards
for its 31 March 2004 and 31 March 2005 year ends for information purposes, and these are shown
in the first table below.
Vodafone has some large minority stakes, which are not included in its consolidated turnover. In
order to provide additional information on the overall scale and growth trends of its business it
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publishes "proportionate turnover" figures and these are included in the tables below. For example, if
a business in which it owns a 45% stake has turnover of £10 billion that equals £4.5 billion of
proportionate turnover for Vodafone. Proportionate turnover is not an official accounting measure
and Vodafone’s proportionate turnover should be compared with other companies' statutory
turnover.
Vodafone also produces proportionate customer number figures on a similar basis, eg. if an operator
in which it has a 30% stake has 10 million customers that equals 3 million proportionate Vodafone
customers. This is a common practice in the mobile telecommunications industry
Losses for year to 31 March 2006 reflect write downs of assets, principally in relation to the
Mannesmann acquisition. Proportionate turnover includes £7,100 million from discontinued
operations.
Growth of Hutchison Essar (1992-2005):
In 1992 Hutchison Whampoa and its Indian business partner established a company that in 1994 was
awarded a licence to provide mobile telecommunications services in Mumbai (formerly Bombay)
and launched commercial service as Hutchison Max in November 1995. Analjit Singh of Max still
holds 12% in company.
By the time of Hutchison Telecom's Initial Public Offering in 2004, Hutchison Whampoa had
acquired interests in six mobile telecommunications operators providing service in 13 of India's 23
licence areas and following the completion of the acquisition of BPL that number increased to 16. In
2006, it announced the acquisition of a company that held licence applications for the seven
remaining licence areas.
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In a country growing as fast as India, a strategic and well managed business plan is critical to
success. Initially, the company grew its business in the largest wireless markets in India - in cities
like Mumbai, Delhi and Kolkata. In these densely populated urban areas it was able to establish a
robust network, well known brand and large distribution network -all vital to long-term success in
India. Then it also targeted business users and high-end post-paid customers which helped Hutchison
Essar to consistently generate a higher Average Revenue Per User ("ARPU") than its competitors.
By adopting this focused growth plan, it was able to establish leading positions in India's largest
markets providing the resources to expand its footprint nationwide.
In February 2007, Hutchison Telecom announced that it had entered into a binding agreement with a
subsidiary of Vodafone Group Plc to sell its 67% direct and indirect equity and loan interests in
Hutchison Essar Limited for a total cash consideration (before costs, expenses and interests) of
approximately US$11.1 billion or HK$87 billion.
1992: Hutchison Whampoa and Max Group established Hutchison Max
2000: Acquisition of Delhi operations Entered Calcutta and Gujarat markets through ESSAR
acquisition
2001: Won auction for licences to operate GSM services in Karnataka, Andhra Pradesh and Chennai
2003: Acquired AirCel Digilink (ADIL - Essar Subsidiary) which operated in Rajastan, Uttar
Pradesh East and Haryana telecom circles and renamed it under Hutch brand
2004: Launched in three additional telecom circles of India namely 'Punjab', 'Uttar Pradesh West'
and 'West Bengal'
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2005: Acquired BPL, another mobile service provider in India
2008: Vodafone acquired Dishnet Wireless, a service provider in Orissa and has successfully
launched its services in the following circle.
2008: Vodafone launched the Apple iPhone 3G to be used on its 17 circle 2G network.
Hutch was often praised for its award winning advertisements which all follow a clean, minimalist
look. A recurrent theme is that its message Hello stands out visibly though it uses only white letters
on red background. Another recent successful ad campaign in 2003 featured a pug named Cheeka
following a boy around in unlikely places, with the tagline, Wherever you go, our network follows.
The simple yet powerful advertisement campaigns won it many admirers.
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SPICE/IDEA
TypeSpice: Public, Listed on BSE
Idea: Subsidiary
FoundedSpice: 1997
Idea: 1995
HeadquartersSpice: Mohali, India
Idea: Indore, Delhi, Pune, India
Key peopleSpice: Dilip Modi
Idea: Chairman: Kumar Mangalam Birla ; MD: Sanjeev Aga
Industry Telecom
Products Mobile operator
Revenuehttp://www.moneycontrol.com/india/news/business/idea-
cellulars-revenue479-/394751
Slogan
Spice: Spice Hai toh life hai (If there's Spice then there's
Life.)
Idea: An !dea can change your life.
Website Spice: Spice Telecom ; Idea: www.ideacellular.com
Introduction to Spice
One of the service providers of mobile telephony in India Spice Telecom, is the brand name of Spice
Communications Limited.Spice Telecom is presently operating in the states of Punjab and Karnataka
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i.e. in 2 circles of 23 Telecom Circles of India. Spice Communications Limited has been promoted
by Dilip Modi of Modi Wellvest Private Limited .
40.80% of the company is owned by Modi Wellvest; Modi is promoted by Mr. Dilip Modi and
Super Infosys. Telekom Malaysia Berhad (TM) owns 39.20% through TMI India Limited,
Mauritius. TMI India Limited is a wholly owned subsidiary of TM's international investment
holding company TM International Sdn Bhd (TMI).
Spice Telecom is a flagship company of MCorp Global (www.mcorpglobal.com) a cellular mobile
telephone services provider in India.
Introduction to Idea
IDEA Cellular is a publicly listed company, having listed on the Bombay Stock Exchange (BSE and
the National Stock Exchange (NSE) in March 2007.
Idea Cellular is a leading GSM mobile service operator with pan India licenses. With a customer
base of over 36 million in 15 service areas, operations are soon expected to start in Orissa and Tamil
Nadu-the first steps in providing pan India services covering over 90% of India's telephony potential.
A frontrunner in introducing revolutionary tariff plans, IDEA Cellular has the distinction of offering
the most customer friendly and competitive Pre Paid offerings, for the first time in India in an
increasingly segmented market.
Customer Service and Innovation are the drivers of this Cellular Brand. A brand known for many
firsts, Idea was the first to launch GPRS and EDGE in the country. Idea has received international
recognition for its path-breaking innovations when it won the GSM Association Award for "Best
Billing and Customer Care Solution" for 2 consecutive years.
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IDEA Cellular is part of the Aditya Birla Group, India's first truly multinational corporation. The
group operates in 25 countries, and is anchored by over 100,000 employees belonging to 25
nationalities. The Group has been adjudged 'The Best Employer in India and among the Top 20 in
Asia' by the Hewitt-Economic Times and Wall Street Journal Study 2007.
Idea acquires Spice Telecom
Idea Cellular, an Aditya Birla Group company, along with Telecom Malaysia International (TMI)
announced the acquisition of 40.8 per cent stake in Spice Communications Limited (Spice) at a price
of Rs. 77.30 per share. TMI is an emerging leader in Asian telecommunications with over 44 million
subscribers and a presence in 10 countries. The operational synergies emerging out of this merger
would augur well for both the telecom players.
The acquisition of Spice gives Idea the much needed headway in Punjab and Karnataka states that
account for more than 10 per cent of India’s wireless subscribers.
The entire process of the merger between both the companies would take six to eight months to
complete. Post merger, Idea is looking at a pan-India presence. The deal also gives Idea the
opportunity to leverage.
Idea Cellular, the leading GSM mobile services operator has licenses to operate in all 22 service
areas of India with commercial operations in 11 service areas. With a customer base of over 26
million, it runs operations in Delhi, Himachal Pradesh, Rajasthan, Haryana, Uttar Pradesh (East),
Uttar Pradesh (West) & Uttaranchal, Madhya Pradesh & Chattisgarh, Gujarat, Maharashtra & Goa,
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Andhra Pradesh, and Kerala, holds spectrum for Mumbai, Bihar, Orissa, Tamil Nadu (including
Chennai), and Karnataka, and licenses for the remaining six service areas.
With the planned launch of services in Mumbai, Bihar and Jharkhand, Orissa and Tamil Nadu
(including Chennai) towards the end of the calendar year, Idea's footprint will soon cover
approximately 90 per cent of India's telephony potential.
Idea has acquired Spice Telecom and the deal consists of 4 transactions:
• Idea will acquire the Modi’s 40.8% stake in Spice (for Rs 2,720 crore).
• Idea will launch the mandatory 20% open offer for the Spice shareholders, jointly with
Telecom Malaysia International (TMI).
• Idea will merge Spice with itself and offer a 14.99% stake to TMI through a preferential
allotment.
• The Idea-TM combine will launch the open offer at Rs 77.30 jointly with TMI, which now
holds 39.2%in Spice
The official brand name has been changed from Spice to Idea in these circles w.e.f. 19th December
2008.
LITERATURE REVIEW
Previous research in British telecom industry has often quoted price, quality, and service as the main
factors considered in the purchasing decision of buyers from competing suppliers (Financial Times,
1966; Buckner, 1967; McBeth et al., 1972). In this research, an effort is made to simplify the part
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of service as a competitive strategy by using a variety of forces which drives an industry in the
direction of competition based on the support from some sources suggesting that the service scope is
now essential for every business.
What business strategy is all about is, in a word, competitive advantage… The sole purpose of
strategic planning is to enable a company to gain, as efficiently as possible, a sustainable edge over
its competitors. Corporate strategy thus applies an attempt to alter a company’s strength relative to
that of its competitors in the most efficient way.
For decades, companies relied on push marketing to sell their products and services. Then in the
1990s, the emphasis shifted to relationship marketing, as “customer care” and slogans like “delight
your customers” became the mantra of many marketers. But those tactics have been loosing their
effectiveness, innovative companies are now trying a different approach: they are providing
customer with open, honest, and complete information (Glen L. Urban, 1984). To exist and flourish
in the today’s competitive market a company needs to have a basis of competitive advantage. The
search for and nourishment of such advantage may be found in superior products that customer
value, by effective cost or differentiation strategies or financial aptitude
Customer satisfaction and service quality should be entrenched within the chapter principles of a
business. This value enables an organisation to distribute the services to the client in a strategic and
an incorporated approach, and in a sustainable manner. Over the past decade, the nation has moved
into a service economy, and organizations everywhere are becoming customer focused and customer
driven.
However since customer satisfaction has become a significant determinant as an element of
assessing an organization performance. It was first found in Sweden in 1992, with the establishment
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of the Swedish customer satisfaction index. Other developments have taken place in Germany, USA,
UK, and gradually world wide awareness has been shown.
Customer service is a gradually becoming more and more significant focuses for administration
attention, since it generates wealth for the company by adding together at the same time value for the
customers (Christopher, 1992; LaLonde et al., 1994). Firms are now aware of the need to preserve
their existing customer and to create customer loyalty but first there is a need to make a clear
terminology. Customer may be loyal because of the absence of substitutes, or due to of some
incentives but, given real and more numerous competitive alternatives; loyal customers are best
achieving by delivering customer satisfaction. Customer satisfaction can be measured but it is not a
management activity. Rather, it is a measure of customer awareness to marketing stimuli in a known
competitive environment. Customer service can be defined as a seller-initiated attempt which has
value for the buyers, therefore growing customer satisfaction and encouraging patronage and loyalty.
This definition has been reflected in the literature as customer service has changed from an action to
a procedure and business beliefs (Bill Donaldson, 1995).
In most businesses, some firms are more profitable than others, in spite of whether the standard
productivity of the industry is high or low. These distinctive expertise and assets (resources) are
referred to as source of competitive advantage. Competitive advantage results either from applying a
value-creating strategy not at the same time being applied by any present or prospective competitors
(Barney, 1996; Barney et al., 1997) or through better implementation of the similar strategy as of
competitors. Sustainability is accomplish when the advantage resists erosion by competitor
behavior .A competitive advantage can come into effect either from presenting greater value or
``out-executing’’ major competitors .A competitive advantage is constantly achieved when other
firms are unable to copy the benefits of this strategy. Because of its significance to the long lasting
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success of firms, this body of literature has come out, which concentrates on the content of
sustainable competitive advantage as well as its sources and different types of approaches that may
be used to attain it. In other words, the skills and resources underlying a business’s competitive
advantage must oppose duplication by other companies to discuss the precise mixture of skills and
resources, which are exclusive to service industries. For instance, they suggest that the greater the
difficulty of assets needed to market a service; the greater is the significance of novelty as a basis of
competitive advantage will turn out to be. They also suggests that the brand equity turn out to be a
significant source of competitive advantage in service industries as the level of service offered
becomes more intangible and when customers have a great need to conquer the perceptions of risk.
Intangible resources may certainly appropriate than tangible ones to attain a sustainable competitive
advantage. Given that the accomplishment of sustainable competitive advantage is based on an
external focus, it is appealing to note that those intangible possessions that are external to the
company may add the most to value creation and consequently sustainable competitive advantage.
The various mobile service industries are trying to attain greater customer satisfaction by focusing
on the quality of their products and services supplied. Maintaining a uniform level of customer
satisfaction is not easy task, it involves observing and calculating multiple, as well as simultaneous
moment of truth for each and every consumer. Figure illustrates all the key elements which influence
customer satisfaction in an organization.
Now a days Researchers and practitioners has given a significant amount of attention to the service
quality in an organization It has been defined as a type of an approach, associated but not
corresponding to satisfaction. This results from the evaluation of probable service levels with
perceived performance (Parasuraman et al., 1998; Bolton and Drew, 1998; Cronin and Taylor,
1998). In short, customers enter a consumption experience expecting a positive level of service.
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Throughout that consumption experience, they monitor genuine service performance. The
customer’s subjective assessment of how well (or badly) that actual performance compares to
probable performance results in the perceived service quality. There is substantial proof that service
quality works as an antecedent to customer satisfaction. In addition, it should be noted that the high
levels of consumer satisfaction leads to better consumer loyalty.
According to Parasuraman outstanding service is a lucrative strategy, as it results in additional new
customers, smaller amount lost customers, more trade with existing one, smaller number mistakes
requiring the re-performance of services and more insulation from price competition. Profit impact
of market strategy (PIMS) research has pointed out that the companies that present better-quality of
service are able to charge 8 per cent more for their services, while attaining higher than normal
market share growth and profitability. Therefore, offering better-quality service can help the
companies to become more cost-effective and helped them to sustain a competitive advantage in
their supplied markets. However, prior to service up gradation programs are introduced, present
service quality levels needs to be dealt with (Berry, 1999). These judgments should identify the
strengths and weaknesses of the service quality at present being delivered. Furthermore, approaches
concerning how to distinguish through enhanced service quality that is to achieve a competitive
advantage, involves evaluating quality assessments to those of competitors, (Berry and
Parasuraman, 1999). Such a contrast offers a strategic lens by helping to create priorities for the
improvement of the service quality as well as categorizing which service quality attribute to
highlight in distinguishing the company’s service offer. In today’s competitive environment, the
search of service quality is now considered to be an essential business strategy. Nowadays,
contributing a better-quality product is no longer satisfactory, as companies in the new era compete
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on a much broader platform. An outstanding product is no longer the ticket to global market
supremacy, but merely the entrance fee to compete.
Quality of service in a cellular industry market is likely to become especially prevalent as the global
economy becomes increasingly service oriented with competition well established. When
competition exists, customer can set aside old loyalties and choose the service provider which best
serves their need. Potential and actual competitiors will have a vital interest in identifying areas of
quality where there is potential to gain or sustain competitive advantage and subsequently set their
quality levels and prices accordingly. In this competitive environment, it will be essential to ensure
that each customer is getting value for money. The concept of ‘value’ has already been identified as
being a major factor in determining customers’ purchasing preferences, and a major component of
value is quality. Customers are also beginning to realize that they have a major role to playing
setting quality levels within the cellular industry and also in determining what new services should
be introduced. Customers are beginning to come together to form an organization and thus
increasing the volume and power of their voice within the industry.
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RESEARCH
METHODOLOGY
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JUSTIFICATION FOR CHOOSING THE TOPIC
The topic which is being choosen by me is “Customer Perception Towards GSM services providers
(AIRTEL, IDEA & VODAFONE) at Aligarh.”
As we are well aware that today , the mobile phones have become very common and it is used by
every one &it is fastest growing technology in the world. Mainly three companies , AIRTEL, IDEA
& VODAFONE are involved in this business.
So with the help of this study I want to know about the perception of customer that GSM
services used by them and how much liked and prefer by them and what more changes they wants in
these services.
Objectives
The subject matter for this research Project is to study the customer perception towards the GSM
service providers. This project consists of different objectives. They are as follows:
• To know about the customer perception level associated with different mobile service providers.
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• To find out the customer satisfaction towards the various service providers.
• To know which advertisement media puts more impact on the buying decision of students.
RESEARCH METHODOLOGY
Research Methodology refers to search of knowledge .one can also define research methodology as a
scientific and systematic search for required information on a specific topic.
The word research methodology comes from the word “advance learner ‘s dictionary meaning of
research as a careful investigation or inquiry especially through research for new facts in my branch
of knowledge for example some author have define research methodology as systematized effort to
gain new knowledge.
Research plan
Sampling universe : Finite
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Research design : Descriptive research
Sample size : 100
Sampling method : Random sampling
Data collection method : Primary data - questioner
Secondary data– Books, Magazines, Web
Area covered : Aligarh
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DATA ANALYSIS
1) Are you the user of mobile phone?
a) Yes b)No
Yes 98%
No 2%
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yes
no
INTERPRETATION:
Few years back mobile connections were not common among the customer. But with the mobile
revolution now we can find almost every customer with mobile phone. In all the respondents 98%
had mobile connection 2% were not having mobile connections.
2) Are you the user of ?
a) prepaid b) postpaid
Particulars % age respondents
Prepaid 80
postpaid 20
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Prepaid
Postpaid
INTERPRETATION:
Out of 98 respondents 80% were using prepaid connections while 20% respondents were using
postpaid connections. In my study mostly student prefer prepaid connections.
3) Which cell phone connection you are using?
a) Airtel b) Ideac) Vodafone
Airtel 50%
Idea 30%
80%
20%
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Vodafone 20%
AirtelIdeavodafone
INTERPRETATION:
Out of 98 respondents 50% were using Airtel connections while 30% respondents were using Idea
connections and 20% were using vodafone. They choose Airtel because of the better connectivity &
good coverage.
4) What criteria do you give while choosing the service provider?
a) Cost b) Connectivityc) Value aided services d) Plan
Cost 15%
Connectivity 50%
50%
20%
30%
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Value aided services 15%
Plan 20%
Cost
Connetivity
Value AidedServices
Plan
Interpretation: - Out of 98 respondents 50% chosen because of better connectivity 20% have chosen
for plan while only 15% have chosen it for value aided services & cost.
5) Which service provider is providing the best value aided services?
a) Airtel b) Ideac) Vodafone
Airtel 62%
15%
50%15%
20%
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Idea 25%
Vodafone 13%
Airtel
idea
vodafone
INTERPERTATION:-
62% People are using Airtel because of value aided services ,25% are using idea and only 13%
peoples are using Vodafone.
6) According to you whose connectivity is best?
a) Airtel b) Ideac) Vodafone
62%25%
13%
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Airtel 55%
Idea 25%
Vodafone 15%
airtel
idea
vodafone
INTERPRETATION:-
55% peoples using Airtel because of its connectivity ,25% are using idea and only 15% peoples are
using Vodafone.
7) According to you which kind of value aided services do you want to be provided
by your service provider?
a) ring tones b)caller tones
c) wallpapers d) games
65%
15%
25%
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e)GPRS f)SMS
ring tones 10%
caller tones 15%
wallpapers 5%
games 15%
GPRS 40%
SMS 15%
Ring tone
caller tunes
wall papers
games
gprs
sms
INTERPRETATION:-
40% people prefer GPRS services in all the value aided services.15% are prefer caller tunes, games
and sms.10% people prefer ring tones,5% prefer wallpapers in value aided services.
8) Are you satisfied with the talk time given & charges of prepaid connection?
a) yes b) no
Yes 70%
no 30%
40%
15% 10%15%
15%5%
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yes
no
INTERPRETATION:-
70% People are satisfied with the talk time & charges of prepaid connection. But 30% people are not
satisfied with the prepaid connection.
9) According to you voice clarity of which one is better?
a) GSM b) CDMA
GSM 40%
CDMA 60%
70%30%
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GSM
CDMA
INTERPRETATION:-
60% people said that they prefer CDMA services because of voice clarity &
Connectivity , 40% prefer GSM services.
10) By which mode of promotions you came to know about the service provider?
a) Advertisement b) Road showc) WOM d) any other…… (specify)
Advertisement 40%
Road show 15%
60%40%
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WOM 30%
any other…… (specify) 15%
Advertisement
Road show
WOM
Any other
INTERPRETATION:-
40% people become aware about the service provider through the advertisement ,30% through word
of mouth communication , 15% through road show & any other promotional activitie
11) The recharge coupons of which network are easily available?
a) Airtel b) Ideac) Vodafone
Airtel 40%
40%30%
15%
15%
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Idea 35%
Vodafone 25%
airtel
idea
vodafone
INTERPERTATION:-
According to the respondents recharge coupons of all the companies are easily available in the
market.
12) Which one would you like to promote or suggest to your relative / friend?
a) GSM b) CDMA
GSM 40%
40%45%
35%
25%
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CDMA 60%
GSM
CDMA
INTERPRETATION:-
Mostly people prefer CDMA services to the relative and friends because of voice clarity
,connectivity ,good coverage etc.
13) If you are using dual sim phone which type of connection you prefer to use?
a) Both post paid b) both pre paidc) One pre paid & one post paid
60%40%
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Both post paid 60%
both pre paid 20%
One pre paid & one post paid 20%
prepaid
both postpaid
one prepaid&one post paid
INTERPRETATION:-
60% Peoples prefer one prepaid & one postpaid when they are using dual sim phone.
14) By which manner do you recharge your mobile?
a) Through easy recharge b) Through recharge couponsc) Through Internet.
20%
20%60%
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INTERPRETATION
According to the survey 55% people prefer easy recharge, 31% of the people prefer recharge coupon
and rest of them prefer internet option.
Through easy recharge 55%
Through recharge coupons 31%
Through Internet 14%easy recharge
rechargecoupans
internet
55%31%
14%
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FINDINGS
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Findings
• Few years back mobile connections were not common among the customer. But with the
mobile revolution now we can find almost every customer with mobile phone.
• T.V. and internet are the best media advertisements that put more impact on the customer
buying decisions.
• Maximum numbers of respondents were attracted towards the coverage facility and the least
like the roaming services.
• Mostly the customers are satisfied with the services provided by the Airtel.
• Most of the students prefer prepaid connections than postpaid connections Maximum number
of students are loyal to there particular service providers and they were using there
connections since 2 years.
• Mostly the students are satisfied with the services provided by the different cellular
companies.
• Mostly the Youth don’t use their mobile services beyond making calls and text messages.
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SUGGESTION
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SUGGESTIONS
Mobile service providers should provide the web access at cheaper cost.
Telecom market is quite competitive so mobile service providers should provide the services
at cheaper cost.
Mobile service providers should focus on providing better network coverage .
Mobile service providers should also start providing 3G technology in Rural as well as Urban
areas.
Mobile service providers should provide various schemes for their existing customers.
Tariff plan for STD and ISD calls should be reduced.
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LIMITATIONS
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LIMITATIONS OF THE STUDY
• The research will be conducted in a limited area.
• The internet information can be irrelevant.
• Time will be a major constraint.
• Smaller sample may not always give better results. Sample may not be true representative of the
whole population.
• The possibility of biased responses can’t be ruled out.
• Lack of availability of full information.
• Lack of interest of respondents.
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CONCLUSION
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CONCLUSION
Telecom sector is booming sector. Its market is quite competitive in Aligarh with so many
companies venturing here. Most of the customers are associated with Airtel due to its good
connectivity & coverage. Vodafone & idea has lost its market share due to its low good connectivity
& coverage. Portability of number is the demand of customers from companies’ side.
Due to the ever burgeoning telecom market, these service providers have started offering
competitive rates for long distance calls, competitive rate plans and great discounts.
Due to the growing need for mobile phones, it’s no wonder that service providers are going all out to
capture, as much market space as they can.
As the number of mobile phone users are estimated to rise to about 120 million by 2008, it’s not
surprising that most of the leading service providers in India have started branding and marketing
their services more aggressively.
India’s telecommunication sector has been touted as one of the most lucrative markets for mobile
service providers and also for global mobile companies.
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BIBLIOGRAPHY
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BIBLIOGRAPHY
Principle of Marketing By Philip Kotler
Research Methodology
- by C.R. Kothari
Internet Websites
- www.google.com
- www.airtel.com
- www.vodafone.com
- www.idea.com
- www.tekesindiamobilestudy.com
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QUESTIONNAIRE
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QUESTIONNAIRENameOccupation-City-
1. Are you the user of mobile phone?
a) Yes b) no
2. Are you the user of ?
a) prepaid b) postpaid.
3. Which cell phone connection you are using?
a) Idea b) Vodafonec) Airtel d) Others
4. What criteria do you give while choosing the service provider?
a) Cost b) Connectivityc) Value aided services d) Plan
5. Which service provider is providing the best value aided services?
a) Idea b) Vodafonec) Airtel d) Others
6. According to you whose connectivity is best?
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a) Idea b) Vodafonec) Airtel d) Others
7. According to you which kind of value aided services do you want to be provided by your service provider?
a) ring tones b)caller tonesc) wallpapers d) gamese)GPRS f)SMS
8. Are you satisfied with the talk time given & charges of prepaid connection?
a) yes b) no
9. According to you voice clarity of which one is better?
a) GSM b) CDMA
10. By which mode of promotions you came to know about the service provider?
a) Advertisement b) Road showc) WOM d) any other………….(specify)
11. The recharge coupons of which network are easily available?
a) Idea b) Vodafonec) Airtel d) Others
12. Which one would to like to promote or suggest to you relative / friend?
a) GSM b) CDMA
13. If you are using dual sim phone which type of connection you prefer to use ?
a) Both post paid b) both pre paidc) one pre paid & one post paid
14. By which manner do you recharge your mobile?
a) Easy recharge b) Through recharge couponsc) Through Internet.
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