net connect project

8/6/2019 Net Connect Project

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The development of online content and applications in local languages should be

promoted, for example, through the digitization of books and documents to create an e-

culture, the report said.

The rep ort p ointed t o the lack of local c ontent, in l ocal languages on the

internet. The web is still largel y dominated b y English, even th ough only ar ound 15

percent of the worlds p opulati on understands it.

On the other hand, the proportion of English-speaking internet users is declining,

suggesting that non-English speakers are increasingly going online, it said.

The rep ort p ointed t o the tremend ous gr owth and ev oluti on in the area of

m obile cellular techn ology, which has led t o connecting man y previ ousl y unc onnected

areas.

T oda y, nearl y 90 percent of the worlds p opulati on is c overed b y a m obile

cellular net work, said ITU Secretary-General Hamadoun Tour. He pointed out that

even people in rural and remote areas now have the means to access the global information

society.

India and China pr ovided basic teleph one services t o over 90 percent of

villages . In many developing countries, fixed telephone lines are largely limited to urban

areas. But today, more than half the rural households have a mobile telephone .


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Table 1.2.1

1.2 INTERNET USAGE STATISTICS

WORLD INTERNET USAGE AND POPULATION STATISTICS

W orld Regi ons Populati on Internet Users Internet Users Penetrati on Gr owth Users %( 2009 Est.) Dec. 31, 2000 Latest Data (% P opulati on) 2000-2009 of Table

Africa 991,002,342 4,514,400 86,217,900 8.70% 1809.80% 4.80%Asia 3,808,070,503 114,304,000 764,435,900 20.10% 568.80% 42.40%Europe 803,850,858 105,096,093 425,773,571 53.00% 305.10% 23.60%Middle East 202,687,005 3,284,800 58,309,546 28.80% 1675.10% 3.20%

North America 340,831,831 108,096,800 259,561,000 76.20% 140.10% 14.40%LatinAmerica/Caribbean 586,662,468 18,068,919 186,922,050 31.90% 934.50% 10.40%Oceania / Australia 34,700,201 7,620,480 21,110,490 60.80% 177.00% 1.20%

WORLD TOTAL 6,767,805,208 360,985,492 1,802,330,457 26.60% 399.30% 100.00%


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45 M illi on Internet Users in India:

India had as on September 2008 45.3 million active internet users. This is

according to the I-Cube [Internet in India] Study released today and conducted annually by

IMRB International and Internet and Mobile Association of India [IAMAI].

Active internet users are those who have used the internet at least once in the last

one month this is an internationally accepted benchmark for enumerating internet

users.

Urban users continue to dominate internet use contributing to 42 million of the 45

million odd users. In September last 2007, the number of active internet users in urban

India was 32 million showing a year on year growth of a little more than 30 per cent.

Commenting on the study Dr Subho Ray, president, IAMAI, said, the growth rate was

alarming compared with the rest in past years as well as with some other countries notablyv where the number of internet users are more than 250 million

The study also found that the number of claimed internet users in September

2008 was 57 million compared with 46 million in September 2007, recording nearly 24 per

cent growth. C laimed users are those who have used the internet sometime but not in the

last one month.

The time series data since 2001 captures this definite slow down in the growth rate

of internet users in India.

The proportion

Figure 1.2.1


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The survey also interviewed the claimed users on the lack of internet user and

found there are five main barriers to internet use in urban India. The main reason for lack

of internet use was found to be lack of awareness of the use of the medium.

Figure 1.2.2


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1.3 INDUSTRY UPDATE:

India's aucti on of wireless br oadband spectrum , after 16 days of bidding, withQualcomm winning coveted slots in the cities of Mumbai and Delhi, according to datareleased by the country's Department of Telecommunications (D OT)

The aucti on brings 385 billi on Indian rupees (US$8.2 billi on) t o the Indian

government.

The Indian government auctioned two blocks of 20MHz unpaired spectrum in the

2.3GHz band in each of the 22 service areas in the country. There were 11 bidders in theauction.

Qualcomm won a total of four slots across four service areas, including a slot each

in Mumbai and Delhi. The company will be paying the government 49 billion.

Other winning bidders included India's largest mobile services company, Bharti

Airtel, which won in four service areas. Another mobile services operator, Aircel,

however, picked up eight service areas.

Reliance Communications, India's second largest mobile operator, said it had opted

out of the bid last week as auction prices had exceeded "business case estimates".

Infotel Broadband Services Private, a local service provider, is the only firm to

have won licenses to operate wireless broadband in all the service areas.

The auction results are provisional and need to be approved by the government.

Apart from 257 billion rupees earned in the auction from private companies, the

government also stands to earn another 128 billion rupees from government companies

who were allotted single slots in all circles, ahead of the auction for the private sector.

The government-run companies -- Bharat Sanchar Nigam and Mahanagar

Telephone Nigam -- were allotted the slots on condition that they will pay a license fee

equivalent to the maximum bid in the auction for each service area, D OT said earlier this

year.


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Analysts have warned that large outlays by some companies on the 3G auction last

month and the auction on broadband wireless will push a number of operators into debt in

an already very competitive market.

Qualcomm said in March that it is bidding in the auction to promote the LTE (Long

Term Evolution) standard. In line with Indian rules, it will form a joint venture with Indian

partners to set up a LTE network, and will exit the venture later, the company said on

Friday.

The 3G auction earned the Indian government last month about 509.6 billion rupees

from private companies. The Government service provider companies, which were allotted

spectrum ahead of the auctions, were also required to pay fees equivalent to the highest

bids in each service area, taking the government's total revenue to 677 billion rupees.


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1.4 CO M PANY PROFILE

Ab out Reliance C ommunicati ons Limited:

Reliance Communications Limited founded by the late Shri. Dhirubhai H Ambani

(1932-2002) is the flagship company of the Reliance Anil Dhirubhai Ambani Group. The

Reliance Anil Dhirubhai Ambani Group currently has EBITA of Rs78, 205(million) (Rs.

million), Revenue 221,323 and net profit 46,550

Rated as "Indias most Trusted Brand", Reliance Communications is India's

foremost and truly integrated telecommunications service provider. The company, with a

customer base of 100 million including over 200 carriers, 1,500 enterprises and 2.5 million

retail customers in 163 countries across 5 continents, ranked worlds 4th operator by

number of customers.

Reliance Communications has established a pan-India, next generation, integrated(wireless and wireline), convergent (voice, data and video) digital network that is capable

of supporting best-of-class services spanning the entire communications value chain,

covering over 24,000 towns and 600,000 villages. Reliance Communications owns and

operates the world's largest next generation IP enabled connectivity infrastructure,

comprising over 175,000 kilometers of fibre optic cable systems in India, USA, Europe,

Middle East and the Asia Pacific region.


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Reliance C ommunicati ons an integrated telec om

Wireless Infratel Globalcom

Enterprises Home

Current P ositi on of RCO M :

Wireless :#2 in India, #4 globally (single country), dual technology

Gl obalc om: Largest global private submarine cable network, bluechipglobal clients

Enterprise: One stop shop for all large corporates and SMBs for communications, networking and IT infrastructure needs

Infratel : 200k+ slots, unique ability to provide space and Connectivity

H ome : Rapidly growing national DTH business, rich content accessWireless |

C ompetitive Differentiati on

Fastest internet broadband service of up to 3.1Mbps in Indias top 62 cities

Seamless handover & connectivity through CDMA 1X in over 24K townsand 6 lakh villages covering 90% of the Indian population

Wide reach compared to limited reach of wireline networksBroadband coverage expansion the wireless way

ARPUs are 3-4 times higher than the voice usage

Increased capacity utilization in CDMA network

Easy availability & instant activation within minutes compared to fewweeks or even months in case of wired broadband

Fastest internet connectivity under wireless platform


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Distributi on & Reach

World-class design , fit out & ambience at 2,000 exclusive retailshowrooms on High streets/Malls

High quality reach & national footprint through 5,000 distributors & 1.2million retailers

5,000+ Direct & indirect outbound sales force to cater to customers at their premises

Dimensioned to handle over 35 mn sales transactions annually

Netc onnect Br oadband

Features - Get the Reliance Netconnect Broadband + advantage:-

Wireless Broadband for laptop & desktop

20 times faster with speed up to 3.1Mbps in Reliance Broadband + Network.

Fastest uploads at a speed of up to 1.8 Mbps

Downward compatible with Reliance High Speed 1X network to ensureseamless connectivity across 24000 towns & 6 lakh villages, as well as

along major highways, railway routes, airport lounges and remote locationsin India

O ptimized for running rich media / heavy applications such as videoconferencing, video streaming, electronic surveillance, online multiplayer gaming and heavy file transfers.

Simply plug & play


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1.5 H SD TARIFF PLANS

Day usage 6 AM to 10 PM; Night usage 10 PM to 6 AM

Table 1.5.1

Tariff Plans Mo nthl y Rental

Free UsageAnt time Da y Night

Usage UsageExtra Usage R oaming

F or 12 m onthsEffective Rental

(Mo ne yback Offer)

Broadband + pay asyou go Rs.299 Nil Nil 1 MB Nationwide Rs.299

Broadband+512MB Rs.499 512 MB Nil 50p/MB Nationwide Rs.499

Broadband+10 GB@ Night Rs.499 Nil 10 GB 50p/MB Nationwide Rs.499

Broadband+1 GBRs.650 1 GB Nil 50p/MB Nationwide Rs.650

Broadband+2 GBRs.750 2 GB Nil 50p/MB Nationwide Rs.750

Broadband+3GBRs.850 3 GB Nil 50p/MB Nationwide Rs.850

Broadband + 1 GBDay,10 GB Night Rs.849 1 GB 10 GB 50p/MB Nationwide Rs.849



Broadband+ 5 GBRs.1099 5 GB Nil 50p/MB Nationwide Rs.999

Broadband+10 GBcitywide Rs.1099 10 GB NIL 50p/MB Citywide Rs.999


Broadband +10 GBDay,10 GB Nightcity

Rs.1298 10 GB 10 GB 50p/MB Citywide Rs.1098

Broadband +10 GBRs.1250 10 GB Nil 50p/MB Nationwide Rs.1050

Broadband +10 GBday,10 GB Night Rs.1449 10 GB 10 GB 50p/MB Nationwide Rs.1249

Broadband+ 15 GB Rs.1750 15 GB Nil 50p/MB Nationwide Rs.1550


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1.6 Reliance Netc onnect 1x Plans

Postpaid Plans

Tarrif PlanMo nthl y Rental (Rs.) Free Usage

Usage chargesbe yond free

usagePay as You go

174 Nil 60p min/da y,30p min/da y Swift 30 300 15 hrs day 30 hrs

night50p/min

Swift 40 plus400

40 hrs day 40hrsnight 50p/min

Freedom@night400 Night Unlimited 50p/min

Freedom 650 1 GB /month Rs.2.00/MB

Platinum 20 GB 799 20 GB/ month Rs.2.00/MBPlatinum 1500

1500 Unlimited -

Table 1.6.1

Special P ostpaid Offer

Tariff Plan Mo nthl y Rental(Rs.) Free UsageUsage charges

be yond free usageFreedom Special 650 1 GB Rs.2.00/MBPlatinum 5 GB 1099 5 GB Rs.2.00/MB

Table 1.6.2

Zero rental for voice calls and sms services100 sms free for all plans except pay as You go


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C H APTER - II

REVIEW OF LITERATURE

2.1 Satisf ying the Cust omer

The purpose of business is to create and retain the customers. A business

makes money only if it satisfies its customers by catering to their needs. This realization

has led companies to adopt a customer culture a culture that incorporates customer

satisfaction as integral part of the corporate mission and utilizes an understanding of

customer behavior as input to all its marketing plans and decisions.

2.2 M arketing C oncept

The Success of a firm depends on how well it meets the needs and wants of customers. By adopting the marketing concepts the firm understands its customers

dynamic needs and wants. Instead of pushing a product on the customer, the firm assumes

a consultative role, helping customers identify products and services that would best meet

their needs.

Creating and delivering better customer value is the only route by which

firms implement the marketing concept. Customer satisfaction is the central theme of the

marketing concept and it is achieved only by delivery of customer value. We can see the

real world of business that firms practicing the marketing concepts consistently maximize

customer value in their offers. In fact, one can say that creation and delivery of customer

value is the essence of marketing.

2.3 The C oncept of Value

Economic theories say that a man is guided by utility in his purchase

decisions. He will select a product that offers him the maximum utility for the money he

parts with. In marketing, the idea of utility gets enlarged; many considerations besides

utility enter the picture. In other words, to the theme of utility, the buyer adds several

things; he seeks a mix of benefits. To put it differently, he seeks value.


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2.4 E i the va l e

The f i can enhance the va l e by ad j ting any of the e lemen t of the marke ting m i

For examp le, it can enhance va l e through :

y I ncreas ing the func tiona lity of the produc t y R educ ing the pr icey G iving be tter serv ice suppor t y G iving the cus tomer easy access to the produc t y O ffer ing benef icial commun ication

2.5.1 Compet it ive Advantage through Customer Sat isfact ion

Figure 2.5.1

Customer Sa tisf ac tion

R epeatBuying

Higher Prices

Loya lty inCrisis

Word of outh

On e-StopShoppi n g


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2.6 C ost Efficiencies fr om Repeat Cust omers

A company can maintain a competitive advantage by retaining its customers.

Competitive Strategies for retaining existing customers tend to be less costly than those for

gaining new customers. According to some estimates it costs five times more to attract a

new customer than to retain an existing one. The cost of serving established customers is

considerably less than the cost of serving new customers. This arises because of the

following factors:

a) Economies of Scale in manufacturing

b) Increased productivity

c) The cost of dissatisfied customers

2.7 Premium Prices fr om Established Cust omers

Established customers are already satisfied with the products. Unless there is a

strong reason to do so, established customers are unlikely to switch their current suppliers.

There are always some costs in switching, and sometimes these costs can be prohibitive.

For example, if you have invested in a computerized ordering system linked directly to

your supplier, switching to a new supplier would mean retooling your computer network or

installing a new one. Thus, if a competitor wants to capture your satisfied customer, it must

offer significantly better value in terms of lower price or higher performance.

2.8 Pr otecti on against C orp orate Crisis

There are certain unforeseen conditions in which the corporates are forced to meet

such as product tampering, unfair competition, operational breakdowns, and industry

restructuring. When a company uses customer orientation to cultivate more committed

customers, those customers will be willing to assist the company to ensure its survival.


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2.9 Increased W ord of Mo uth

A customer orientation produces satisfied customers, who will then be willing toinvest their own time to tell about the company. Word-of -mouth communication is a

very powerful form of communication since it is more credible. Research indicates that

satisfied customers talk to three other customers. However, dissatisfied customers talk to

seven other customers. Word-of-mouth communication is especially important when the

product or service is risky. Customers will want reassurance from others if there is a

performance risk. For examples, hospitals, law firms, business consultants and other

service firms such as mechanics, plumbers, construction crew suppliers, and recruitment

firms gain new customers through Word-of mouth.

2.10 One-St op Sh opping

The second source of business growth is the increase in the number of products a

satisfied customer buys from the same company. Both household and business customers

prefer to do one-stop shopping for several reasons. It is more economical for a customer to

do business with the same firm because of volume discount, favorable terms, better

services. It is also more convenient since the procedures for ordering, payments anddelivery are standardized. Finally it eliminates the uncertainty that comes with doing

business with a new company. For the company, the competitive advantage that comes

with one-stop shopping is the ability of the company to expand its product line and

generate more growth without significant risk.


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C H APTER - III

RESEARC H M ET H ODOLOGY3.1 Intr oducti on :

The primary research method has been done with the identification of target

population.Here, the target population is customers help of collection of primary sources

by taking opinion from different group of customers and secondary sources by getting

details about plans from company sources and other published data. The major part of the

research methodology are:

1. Research Method Primary and Secondary

2. Sampling Plan

3. Questionnaire

4. Field Work plan

5. Analysis Plan

3.2 RESEARC H DESIGN

It is a basic framework, which provides guidelines for the rest of the research process. Aresearch design is purely and simply the framework or plan of a study that guides the

collection and analysis of data.

In this study, the researcher attempts to analyze the various dimensions towards

Consumer Preference. Hence descriptive cum diagnostic design was adopted.


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3.3 DESCRIPTIVE CU M DIAGNOSTIC STUDY

Descriptive study describes the agreement level of Consumer preference of the

respondents.

Diagnostic study attempts to find out the association between selective socio

demographics characteristics. (Age, Gender, Monthly income, Marital Status, Family

Type, Occupation, Educational Qualification) and level of Consumer preference perceived

by the respondents. Hence descriptive cum diagnostic research design was adopted.

3.4 DRAFTING QUESTIONNAIRE

The questionnaire is considered as the most important thing in a survey operation.

Hence it should be carefully constructed. Structured questionnaire consist of only fixed

alternative questions. Such type of questionnaire is inexpensive to analysis and easy to

administer.

3.5 DATA COLLECTION

The task of data collection begins after the research problem has been defined andresearch design chalked out. While deciding the method of data collection to be used for

the study, the researcher should keep in mind two types of data viz. Primary and secondary

data.

3.6 SOURCES OF DATA

Exploratory Research

The methods I used for exploratory research have been

Primary Data

Secondary data


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3.11Sampling Technique

J udgmental Sampling

Sample was taken on judgmental basis. The advantage of sampling are that it is much less

costly, quicker and analysis will become easier. Sample size taken was 100 consumers.

3.12 QUESTIONNAIRE CONSTRUCTS

A structured questionnaire was constructed to indicate the importance of Consumer

Satisfaction on Reliance Netconnect at Trichy. The questions have been constructed in

such a way in relation to consumer-based measurement on different dimentions.

3.13 SCORING PROCEDURE:

The study has been used by 5 points scale to find the respondents level of satisfaction.

The weight ages are:

Excellent - 5points

Very Good - 4points

Good - 3points

Average - 2points

Poor - 1point


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3.14 OB J ECTIVES OF T H E STUDY

To understand why customers buy Reliance Netconnect

To know the marketing opportunities

To understand marketing problem

To helping selection of a right course of action

To know about customer acceptance of the product

To understand the market potential for the product

To forecast the probable volume of the sales

To analyze the expected market share

To assess competitive strengths and policies

To find out customer preference and taste

To find out strength and weakness of the brand

3.15 SCOPE OF T H E STUDY

The scope of the study is limited to the Reliance Netconnect product which is offered

by Reliance communication. Study objective is to examine the various factors which playtheir part in customer buying behavior and the major dissatisfaction areas for the

customers. The study considers the urban area of Trichy city. The sample under

consideration consisted of the existing customers of Reliance communication.

3.16 SIGNIFICANCE OF STUDY

The title considers the present global scenario.The success of a brand in the market

depends on the level of satisfaction among the customers. The market share of a company

can be increased only by analyzing the level of customer satisfaction, identifying

loopholes in the area of services being offered by the company if any and minimizing them

to provide better quality of services.


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3.17 LI MITATION OF T H E STUDY:

All the researches have been hindered in their smooth flow by some unforeseen

problems. The problems arise in the form of constraints by budget, time and scope of the

study. The current project was also faced by certain problem. Some of the problems faced

in the course of the research are as follows:

The boredom and wavering concentration that set in among the respondents while

answering the long questionnaire: thus in turn led to the difficulty of preventing

incomplete questionnaires.

Results of this study and findings are applicable only for Trichy and near by areas.

The results may be different of this study in another place. Time factor was the major constraint because the researcher could not collect more

data in a short period.

It depends willingness of customers to give fair response then we can say

concretely the result is good.

One of the limitation of this study is that of time limitation due to which it is not

possible to do the detailed study.


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C AP TE - IV

DA T A IN TE PR ET AT ION

DIS T RI B T ION TE ST

4. DA T A ANA L SIS AND IN TE RPR ET AT ION

4.1 P E RC E NT AG E ANA L SIS

F requency Tab le of Age Group of Respondents

Tab le 4.1.1

Figure 4.1.1

0

10

2 0

3 0

4 0

5 0

1 3- 19 2 0 -2 9 3 0 -3 9 4 0 -4 9 5 0 -5 9 60 a nd Ab ove

3

2 6

43

19

5 4

Percentage

Age

AGE

Age Group Number of Respondents %

13-19 3 3

20-29 26 26

30-39 43 43

40-49 19 19

50 -59 5 5

60-69 4 4

TO T AL 100 100


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F requency Tab le of Gender

Tab le 4.1.2

Figure 4.1.2

0

2 0

4 0

6 0

8 0

100

M ALE FE M ALE

P

E

R

CE

N

T

A

G

E

PERCENTAGE

GENDER

G E ND E R NUM BE R O F

R ESPOND E NTS %

Male 86 86

Fema le 14 14

T O T AL 100 100


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F requency Tab le of Mar ita l Status

MARI T AL STAT US NUM BE R O F R ESPOND E NTS %

SING LE 33 33

M RR IED 67 67

TO T AL 100 100

Tab le 4.1.3

Figure 4.1.3

0

10

20

3 0

4 0

5 0

6 0

70

SING

E MARRIED

33

6 7P

E

R

C

E

N

T

A

G

E

MARITAL STATUS


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F requency Tab le of E ducat iona l Qua lif icat ion

EDUCA T IONA L

QUQ L I F ICA T ION

NUM BE R O F R ESPOND E NTS %

HSS C 0 0

DIPLO M HO LDE R 1 1

UG 42 42

PG 49 49

PHD 5 5

O THE R S 3 3

Tab le 4.1.4

Figure 4.1.4

0

10

2 0

30

4 0

5 0

HSSC DIPLO M A

H OLDER

UG PG P H D OT H ER S

0 1

42

49

53

EDUCATIONAL QUALIFICATION


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F requency T ab le of Income Range

INCOM E RANG E (P.M) NUM BE R O F R ESPOND E NTS %

> 10000 2 2

10000-15000 14 14

15000-20000 19 19

20000-25000 44 44

25000-30000 16 16

30000 and more 5 5

TO T AL 100 100

Tab le 4.1.5

Figure 4.1.5

0

2 0

4 0

60

2

1 4

1 9

44

165

P

E

R

C

E

N

T

A

G

E

INCOME RANGE


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F requency T ab le of Occupat ion

OCCUPA T ION NUM BE R O F R ESPOND E NTS %

Ow n Business 42 42

Emp loyee 34 34

Studen t 24 24

TO T AL 100 100

Tab le 4.1.6

Figure 4.1.6

0

5

10

1 5

20

2 5

3 0

35

4 0

45

Ow n Bu in Empl y Stud nt

P

E

R

C

E

N

T

A

G

E

OCCUPATION


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F requency Tab le of Spouse

Marr ied Peop le No of Respondents %

w ork ing 37 55.22

House w ives 30 44.78

Tota l 67 100

Tab le 4.1.7

Figure 4.1.7

0

1 0

2 0

3 0

4 0

5 0

6 0

wo rking H o u w i

P

E

R

C

E

N

T

A

G

E

SPOUSE


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4.2 DESCRIPTIVE ANALYSIS WIT H USAGE OF C H I SQUARE TEST

Test 1

Testing of Significance between Attention towards queries and Clarity in delivering

information.

Null H ypothesis ( H 0)

There is no significant association between Attention towards queries and Clarity in

delivering information

Alternative H ypothesis ( H 1)

There is significant association between Attention towards queries and clarity in

delivering information

Test 1

Observed Frequencies:

Level of Significance

Q19 Total P A G VG E

Q 2 5

P 0 0 0 0 0 0A 0 6 0 0 0 6G 12 19 0 8 0 39

VG 4 27 4 4 4 43E 0 8 0 4 0 12

Total 16 60 4 16 4 100

Table 4.2.1

Where

Q19 : Attention towards queries

Q25: Clarity in delivering information

Based on the observed frequencies ( O), the expected frequencies (E) are computed

and tabulated.


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Test 1

Expected Frequencies (E)


Q19 Total P A G VG E

Q 2 5

P 0 0 0 0 0 0A 0.96 3.6 0.24 0.96 0.24 6G 6.24 23.4 1.56 6.24 1.56 39

VG 6.88 25.8 1.92 6.88 1.72 43E 1.92 7.2 0.48 1.92 0.48 12

Total 16 60 4 16 4 100

Table 4.2.1

Based on the rations of O and E the calculated value of

X = X ( O E) / E

i.e., X = 27.49

The table value of X for 4 x 4 = 16 D.F. at 5% level of significance is

X (0.05) = 21.03

Since X > X (0.05)

Hence Alternative Hypothesis (H1) is accepted.

Inference:

There is significant association between Attention to queries and Clarity in delivering

information.

Degrees of Freedom V= (m-1)*(n-1)@ 5% Level of Significance.

V=(4-1)*(5-1)

V= 3 * 4

V=12


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Test 2

Testing of Significance between Handling customers queries and c larity in delivering

information.


There is no significant association between Handling customers queries and Clarity

in delivering information


There is significant association between Handling customers queries and

clarity in delivering information

Test 2

Observed Frequencies


Q21 TotalP A G VG E

Q25

P 0 0 0 0 0 0A 0 0 0 6 0 6G 0 4 11 20 4 39

VG 0 4 31 0 8 43E 0 8 0 4 0 12

Total 0 16 42 30 12 100

Table 4.2.2

Where,

Q21 : Handling customers queries

Q25 : Clarity in delivering information


and tabulated.


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Test 2



Q25Total

P A G VG E

Q21

P 0 0 0 0 0 0A 0 0.96 2.52 1.8 0.72 6G 0 6.24 16.38 11.7 4.68 39

VG 0 6.88 18.06 12.9 5.16 43E 0 1.92 5.04 3.6 1.44 12

Total 0 16 42 30 12 100

Table 4.2.2


V=(4-1)*(4-1)

V= 3 * 3

V=9


X = X( O E) / E

i.e., X = 73.28


X (0.05) = 16.9

Since X > X (0.05)


Inference

There is significant association between Handling customers queries and Clarity in

delivering information.


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Test 3

Testing of Significance between explaining product information according to needs

and Satisfaction with New offers & Plans


There is no significant association between explaining product information

according to needs and Satisfaction with New offers & Plans


There is significant association between explaining product information according

to needs and Satisfaction with New offers & Plans

Test 3



Q36Total

P A G VG E

Q22

P 0 0 0 0 0 0A 0 0 20 8 4 32G 0 0 4 4 4 12

VG 0 8 11 26 0 45E 0 0 0 11 0 11

Total 0 8 35 49 8 100

Table 4.2.3

Where,

Q22 : Explaining product information according to needs

Q36 : I am satisfied with new offers and plans


and tabulated.


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Test 3



Q36Total

P A G VG E

Q22

P 0 0 0 0 0 0A 0 2.56 11.2 15.68 2.56 32G 0 0.96 4.2 5.88 0.96 12

VG 0 3.6 15.75 22.05 3.6 45E 0 0.88 3.85 5.39 0.88 11

Total 0 8 35 49 8 100

Table 4.2.3


V=(4-1)*(4-1)

V= 3 * 3

V=9


X = X ( O E) / E

i.e., X = 47.81


X (0.05) = 16.9

Since X > X (0.05)


Inference

There is significant association between Explaining product information according

to needs and Satisfaction with New offers & Plans


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36

Test 4

Testing of Significance between Explaining product information according to needs

and Reliance netconnect satisfying the needs .


There is no significant association between Explaining product information

according to needs and Reliance netconnect satisfying the needs .



to needs and Reliance netconnect satisfying the needs .

Test 4



QT otal

P A G VG E

Q22

P 0 0 0 0 0 0A 0 0 12 0 0 12G 0 0 8 14 4 26

VG 0 4 12 23 0 39E 0 4 3 12 4 23

Total 0 8 35 49 8 100

Table 4.2.4

Where,

Q22 : Explaining product information according to needs

Q32: Reliance netconnect satisfying the needs .


and tabulated.


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Test 4



Q14 TotalP A G VG E

Q4

P 0 0 0 0 0 0A 0 0.96 4.2 5.88 0.96 12G 0 2.08 9.1 12.74 2.08 26

VG 0 3.12 13.65 19.11 3.12 39E 0 1.84 8.05 11.27 1.84 23

Total 0 8 35 49 8 100

Table 4.2.4


V=(4-1)*(4-1)

V= 3 * 3

V=9


X = X ( O E) / E

i.e., X = 39.04

The table value of X for 3 x 3 = 9 D.F. at 5% level of significance isX (0.05) = 16.9

Since X > X (0.05)


Inference


to needs and Reliance netconnect satisfying the needs .

.


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Test 5

Testing of Significance between Ability of store executives in explaining updated

plans and communication of Greetings and promotional information .


There is no significant association between Ability of store executive s in

explaining updated plans and communication of Greetings and promotional information .

.


There is significant association between Ability of store executive s in explaining

updated plans and communication of Greetings and promotional information .

Test 5



Q34 TotalP A G VG E

Q24

P 0 0 0 0 0 0

A0 0 0 8 0 8

G 0 4 4 8 11 27VG 0 8 22 24 3 57E 0 0 8 0 0 8

Total 0 12 34 40 14 100

Table 4.2.5

Where,

Q24 : Ability of store executives in explaining updated plans

Q34: Communication of Greetings and promotional information


and tabulated.


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39

Test 5



Q34TotalP A G VG E

Q24

P 0 0 0 0 0 0A 0 0.96 2.72 3.2 1.12 8G 0 3.24 9.18 10.8 3.78 27

VG 0 6.84 19.38 22.8 7.98 57E 0 0.96 2.72 3.2 1.12 8

T otal 0 12 34 40 14 100

Table 4.2.5


V=(4-1)*(4-1)

V= 3 * 3

V=9


X = X ( O E) / E

i.e., X = 48.86


X (0.05) = 16.9

Since X > X (0.05)


InferenceThere is significant association between Ability of store executive s in explaining

updated plans and communication of Greetings and promotional information .


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4 0

Test 6

Testing of Significance between Quality of signal and Technical Assistance .


There is no significant association between Quality of signal and Technical

Assistance .


There is significant association Quality of signal and Technical Assistance .

Test 6



Q29Total

P A G VG E

Q26

P 0 0 0 0 0 0A 0 0 0 0 0 0G 0 0 0 0 4 4

VG 0 0 0 8 12 20E 0 0 16 20 40 76

Total 0 0 16 28 56 100

Table 4.2.6

Where,

Q26 : Quality of signal

Q29: Technical Assistance


and tabulated.


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4 1

Test 6


Table 4.2.6


V=(3-1)*(3-1)

V= 2 * 2

V=4Based on the rations of O and E the calculated value of

X = X ( O E) / E

i.e., X = 8.87


X (0.05) = 9.49

Since X < X (0.05)

Hence Null Hypothesis (H0) is accepted.

Inference

There is no significant association between Quality of signal and Technical

Assistance .


Q29Total

P A G VG E

Q26

P 0 0 0 0 0 0A 0 0 0 0 0 0G 0 0 0.64 1.12 2.24 4

VG 0 0 3.2 5.6 11.2 20E 0 0 12.16 21.28 42.56 76

Total 0 0 16 28 56 100


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Test 7

Testing of Significance between Reliance Netconnect satisfying the needs and

Charges of Reliance Netconnect are affordable.


There is no significant association between Reliance Netconnect satisfying theneeds and Charges of Reliance Netconnect are affordable.


There is significant association between Reliance Netconnect satisfying the needsand Charges of Reliance Netconnect are affordable.

Test 7


Table 4.2.7

Where,

Q32 : Reliance Netconnect satisfies my needs

Q35 : Charges of Reliance Netconnect are affordable


and tabulated.


Q35T otal

P A G VG E

Q32

P 0 0 0 0 0 0A 0 0 0 4 8 12G 0 10 4 12 0 26

VG 0 12 0 23 4 39E 0 7 0 12 4 23

T otal 0 29 4 51 16 100


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Test 7



Q35Total

P A G VG E

Q32

P 0 0 0 0 0 0A 0 3.48 0.48 6.12 1.92 12G 0 7.54 1.04 13.26 4.16 26

VG 0 11.31 1.56 19.89 6.24 39E 0 6.67 0.92 11.73 3.68 23

T otal 0 29 4 51 16 100Table 4.2.7


V=(4-1)*(4-1)

V= 3 * 3

V=9


X = X ( O E) / Ei.e., X = 41.32


X (0.05) = 16.9

Since X > X (0.05)


Inference

There is significant association between Reliance Netconnect satisfying the needsand Charges of Reliance Netconnect are affordable.


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Test 8

Testing of Significance between Clarity in delivering information and Billing

system


There is no significant association between Clarity in delivering information and

Billing system

.


There is significant association between Clarity in delivering information and

Billing system

Test 8



Q28Total

P A G VG E

Q25

P 0 0 0 0 0 0A 0 6 0 0 4 10G 0 0 31 23 8 62

VG 0 0 8 4 0 12E 0 0 0 16 0 16T otal 0 6 39 43 12 100

Table 4.2.8

Where,

Q25 : Clarity in delivering information

Q28 : Billing System


and tabulated.


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Test 8



Q28Total

P A G VG E

Q25

P 0 0 0 0 0 0A 0 0.6 3.9 4.3 1.2 10G 0 3.72 24.18 26.66 7.44 62

VG 0 0.72 4.68 5.16 1.44 12E 0 0.96 6.24 6.88 1.92 16

T otal 0 6 39 43 12 100

Table 4.2.8


V=(4-1)*(4-1)

V= 3 * 3

V=9


X = X ( O E) / Ei.e., X = 95.51


X (0.05) = 16.9

Since X > X (0.05)


Inference

There is significant association between Clarity in delivering information and

Billing system


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46

Test 9

Testing of Significance between Greetings and promotional information are

communicated and satisfaction with new offers and plans


There is no significant association between Greetings and promotional information

are communicated and satisfaction with new offers and plans


There is significant association between Greetings and promotional information are


Test 9


Level of

Significance

Q36Total

P A G VG E

Q34

P 0 0 0 0 0 0A 0 4 8 16 4 32G 0 0 0 12 0 12

VG 0 4 12 25 4 45E 0 0 7 4 0 11

Total 0 8 27 57 8 100

Table 4.2.9

Where,

Q34 : Greetings and promotional information are regularly communicated

Q36 : I am Satisfied with new offers and plans


and tabulated.


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47

Test 9


Table 4.2.9


V=(4-1)*(4-1)

V= 3 * 3

V=9


X = X ( O E) / E

i.e., X = 19.15


X (0.05) = 16.9

Since X > X (0.05)


Inference

There is significant association between Greetings and promotional information are



Q36Total

P A G VG E

Q34

P 0 0 0 0 0 0A 0 2.56 8.64 18.24 2.56 32G 0 0.96 3.24 6.84 0.96 12

VG 0 3.6 12.15 25.65 3.6 45E 0 0.88 2.97 6.27 0.88 11

T otal 0 8 27 57 8 100


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Test: 10

Testing of Significance between Value added services and Greetings and

promotional information are communicated.

Null H ypothesis ( H 0):There is no significant association between Value added services and Greetings and


Alternative H ypothesis ( H 1):

There is significant association between Value added services and Greetings and


Test 10



Q34Total

P A G VG E

Q30

P 0 0 0 0 0 0A 0 8 0 0 0 8G 0 16 7 4 0 27

VG 0 13 20 24 0 57E 0 0 0 8 0 8

T otal 0 37 27 36 0 100

Table 4.2.10

Where,

Q30 : Value Added Services

Q34 : Greetings and promotional information are communicated


and tabulated.


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Test 10

Expected Frequencies (E):


Q34 TotalP A G VG E

Q30

P 0 0 0 0 0 0A 0 2.96 2.16 2.88 0 8G 0 9.99 7.29 9.72 0 27

VG 0 21.09 15.39 20.52 0 57E 0 2.96 2.16 2.88 0 8

T otal 0 37 27 36 0 100

Table 4.2.10


V=(4-1)*(4-1)

V= 3 * 3

V=9


X = X ( O E) / E

i.e., X = 39.91


X (0.05) = 16.9

Since X > X (0.05)


Inference

There is significant association between Value added services and Greetings and



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5 0

C H APTER V

FINDINGS

5.1 FINDINGS BASED ON SOCIO-DE M OGRAP H IC

C H ARACTERISTICS

The majority of the respondents fall under the age group of 30-39 that comes

around 43%.

67% of the respondents are married out of which 55% of the respondents spouse

are working.

The highest percentage of respondents on monthly income is 44% which falls

under the income range of Rs. 20000-25000 per month . The highest percentage of the respondents on Educational qualification is 49%

which is Under Graduation

The highest percentage of the respondents on Occupation is 42% who are

businessmen.


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5 1

5.2 Findings Based on Cust omer Care

There are seven parameters comes under Customer Care which are Attention to

queries, Politeness and patience of store executives, Handling customers queries,

Explaining product information according to needs, store executives product knowledge,

Ability of store executives in explaining updated plans and clarity in delivering

information which have positive responses.

5.3 Findings Based on Technical Services

The are six parameters comes under technical services such as Quality of

Signal, Internet Speed, Billing system, Technical assistance, Value added services and

Voice Clarity and these have maximum numper of positive responses

5.4 Findings Based on Cust omer Relati onship

The are six parameters under Customer Relationship such as Reliance Netconnect satisfies my needs,Ambience of Reliance Netconnect, Greetings and

promotional information are regularly communicated, Charges of Reliance Netconnect are

affordable,I am satisfied with New offers and Plans and these have extremely positive

response.


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Rec ommendati ons

Reliance should focus on students segment as an emerging area to expand themarket.

It would be better to give free offers to cope up with competition. There should be competent people to manage both tamil speaking and other

language customers. Therefore it will be better to employ executives who arefamiliar with both English and Tamil

The uniqueness of the brand would be maintained if it provides more value addedservices to the costumers.

The expectations from the customers are mainly on the technical services.Thereforeit would be better to maintain the current level of technical services.

The tariff plans for the local customers within the city should have more flexible plans.

The reach of the brand can be traced with reference to its customers feedback.

Therefore, it would be better to have feedback box in the store itself and it should be reviewed periodically

Suggesti ons

The brand name has been set as a benchmark for its growth .The reliability on the product depends on implementation of proposed services.It is stated that Reliance

Netconnect offers 3.1 Mb/sec.But in relialty, it does not offer the specified speed.It canlead to switching over to other brands.The value for the money paid by the customersshould be considered for giving better services.

As far as technical services is concerned, Reliance Netconnect gives at mostsatisfaction particularly Network signal reaches even rural areas which is why Reliance isstrong in the Indian market.


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C onclusi on

As we know that the brand Reliance has been reached over billions of people, the

firm has focused on all the segments of age group with the objective of taping the rural

market. And with this study we can come to know that the biggest strengths of its business

are Quality of network signal.

The biggest challenge or the area to be improved by the firm is that it has not

implemented its HSD plans at Trichy yet due to which there are certain customers who

have given suggestions regarding their dissatisfaction over speed of internet.


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BIBLIOGRAP H Y

y Customer Behavior, A Managerial Perspective, Sheth and Mittal ,Second Edition,

Printed and bound at Eastern Press (Bangalore) Pvt. Ltd (2005)

y Marketing Management, Text and Cases,V S Ramaswamy and

S Namakumari,Third Edition, published by Macmillan India Ltd.

y Marketing Research, Text and Cases, Rajendra Nargundkar,Eight Edition,

Published by Tata McGraw-Hill Publishing Company Ltd.

y Research Methodology, Methods and Techniques, New Age International

Publishers Ltd. (2004).

Websites :

www.internetworldstats.com

www.rcom.in


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net connect project

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