project report at afghan wireless

SUMMER TRAINING PROJECT

REPORT

On

Customer satisfaction

at

AWCCIn Partial Fulfilment of the Requirements for the Award of BBA degree

Mr. Niaz Mohammad Sahil

Roll No: 130241187

BBA (International business& Marketing) 2013-16

Under the guidance of

Dr. Nishankant Ojha

Associate Professor

SBS, Sharda University

School of Business Studies

Sharda University

Plot no: 32, 34, Knowledge Park 3 Greater Noida - 20130

Certificate from the AWCC Company

To be attached

niaz sahil PAGE NO. 2

Certificate from University

To be attached


DECLARATION

I Niaz Mohammad Sahil student of BBA semester 5 (2015-16) hereby

declare that I have completed this project on AWCC customers

satisfaction survey.

The information submitted is true & original to the best of my

knowledge.

Student signature

Niaz Mohammad Sahil


PREFACE

"Anything learnt by practice is worthy than by theory."

Our degree is a professional one, and a professional must has technical

knowledge, which is achieved through experiences.

It is the requirement for the completion of BBA degree that the students has to

spend 8 weeks in an organization as internee after completing most part of his

course. Internship has specific purposes. It provides real life environment to

students where they can implement their knowledge practically, improve their

analytic and leadership skills and enhance their capabilities in different aspect

of business field. At the end of their course they have to write a report as the

requirement of degree, which improve their writing skills.

I did my internship in Afghan Wireless Communication Company

I arranged the contents of this report during my internship and all facts present

in this report are true to my best knowledge.


Acknowledgement

First, all praises go to the Almighty Allah, the most gracious, the most merciful, the

most kind & generous to man & his action. And who granted me a wealth of knowledge, love

and respect to share with my fellow beings. He gave me courage to pursue my passion

against all odds.

Completion of anything requires supports from various sources. I am very much fortunate to

get the sincere guidance and supervision from a number of persons.

I am deeply indebted to my internal guide teacher Dr. Nishankant Ojha, for his whole-hearted

supervision to me. His suggestions and comments to make the report a good one was really a

great source of spirit for me.

My heartfelt gratitude goes to Afghan government who financially sponsored me and

facilitated such a great academic environment for me.

My heartfelt gratitude goes to all faculties of School of business study as well for giving me

valuable skills, experiences, advices and suggestions to complete the whole BBA course in a

right manner.

It is my pleasure to them and my grateful appreciation goes to AWCC authority for rending

me their expertise, knowledge and giving me opportunity of having a practical experience the

this internship program.

At the end I would also like to thanks my parents who motivated me and that motivation led

to the successful completion of the report and also all my mates who took time out of their

busy lives to help me complete this report.

Niaz Mohammad Sahil


Contents

CHAPTER -1.....................................................................................................12

COMPANY PROFILE........................................................................................12

1. INTRODUCTION...........................................................................................13

2. OBJECTIVE OF STUDY:..............................................................................15

3. BENEFITS OF STUDY:.................................................................................15

4. COMPANY PROFILE....................................................................................16

5. MISSION........................................................................................................18

6. VISION...........................................................................................................18

7. BRIEF HISTORY OF THE ORGANIZATION................................................19

8. EHSANOLLAH 'EHSAN' BAYAT (CEO).......................................................21

9. ACHIEVEMENTS...........................................................................................23

CHAPTER .2.....................................................................................................26

SOCIAL RESPONSIBILITY...............................................................................26

10. SOCIAL RESPONSIBILITY.........................................................................27

11. ORGANIZATIONAL STRUCTURE..............................................................33

12. PERFORMANCE:........................................................................................34

13. PRODUCTS/SERVICES...............................................................................36

CHAPTER. 3.....................................................................................................44

COMPETITORS OF AWCC...............................................................................44

14. COMPETITORS...........................................................................................45

ROSHAN........................................................................................................................................................47MTN...............................................................................................................................................................48ETISALAT.........................................................................................................................................................49AFGHAN TELECOM..........................................................................................................................................50

CHAPTER. 4.....................................................................................................51

SWOT ANALYSIS...............................................................................................51

15. AWCC SWOT ANALYSIS.............................................................................52


15.1. STRENGTHS:...............................................................................................................................................5315.2. WEAKNESSES:............................................................................................................................................5315.3. OPPORTUNITIES:.........................................................................................................................................5415.4. THREATS:..................................................................................................................................................55

CHAPTER NO.5...............................................................................................56

RESEARCH METHODOLOGY.........................................................................56

16. INTRODUCTION.........................................................................................57

17. PROCESS OF MARKETING RESEARCH:................................................58

17.1... PROBLEM IDENTIFICATION:.........................................................................................................................5917.2. RESEARCH DESIGN.......................................................................................................................................59

a) Exploratory Research........................................................................................................................59b) Descriptive Research.........................................................................................................................59c) Causal or Experimental Researches..................................................................................................59

17.3. DATA COLLECTION AND SAMPLING:................................................................................................................59A) Sources of Data Collection:-...................................................................................................................59B) Data collection Tools:.............................................................................................................................60

17.4. DATA ANALYSIS AND INTERPRETATION............................................................................................................61

CHAPTER. 6.....................................................................................................62

DATA ANALYSIS AND INTERPRETATION.....................................................62

18. DATA ANALYSIS..........................................................................................63

CHAPTER.7.......................................................................................................76

FINDINGS & CONCLUSION............................................................................76

20. FINDINGS....................................................................................................77

21. CONCLUSION.............................................................................................79

22........................................................................................................................80

BIBLIOGRAPHY................................................................................................80

BOOKS:..............................................................................................................................................................81WEBSITES:.........................................................................................................................................................81

23. QUESTIONNAIRE.......................................................................................82


Chapter -1

Company profile

1. Introduction

"Telecommunications is the backbone of our future economy. International competitiveness

increasingly depends on the development of a telecommunications infrastructure that is

compatible with international standards"

The cellular industry all over the world has been witnessing very high growth rates in

subscriber base in recent years. For developing countries cellular services are becoming a

very significant proportion of the overall telecom infrastructure. The mechanics of

competition within this market involve complex feedback effects between individual service

providers and with their operating environment, and these forces play an important role in

governing the growth of this industry.


The Afghan telecommunications sector has undergone a major process of transformation

because of significant Government policy reforms during the recent years. The Afghan

Telecom Policy focused on creating an ideal environment for investment, establishing

communication infrastructure by leveraging on technological development and providing

affordable telecom services to all. These objectives of the policies have resulted in rapid

growth of subscribers and lower tariffs. We believe that with these major initiatives of the

Government, the mobile market in Afghanistan will have a promising future.

In a country like Afghanistan which is not yet telephone-saturated and the ongoing changes in

related areas are resulting in a rapidly changing profile of users, providers and their

respective needs, continuous revision of the telecom policy is imperative. Given the emerging

new technologies and the integrating economies there must be fairness among competitors.


2. Objective of study:

Following are the main objective to study about the customer satisfaction on AWCC.

a) To study telecommunication industry.

b) To study the company profile of AWCC.

c) To study customer satisfaction of AWCC.

d) To study various Marketing activities provided by AWCC.

e) To study the various services provided by AWCC.

f) To know the expectation of AWCC Customers.

3. Benefits of study:

There are many benefits related to take this study. Some of the benefits of taking this study

are as follows:

a) By analyzing this information, the company would be able to better design schemes &

services

b) By analyzing this information, the company would be able to target right prospects of

needs & wants.

c) More people will get aware about AWCC that will increase profit level of AWCC.

d) This study helps to identify the behavior of consumers.


4. Company profile

AWCC is a joint venture business between TSI (Telephone Systems International

Founded in 1998 by CEO, Afghan emigre Ehsan Bayat) in the United States and the Afghan

Ministry of Communications. AWCC signed a 15 year-contract with the Afghan Ministry of

Communications, which has a 20% stake in AWCC.

TSI has been involved in efforts to rebuild the Afghani infrastructure and bring telecom

services to the country. The company operates in Afghanistan through a joint venture with

the Afghan government known as Afghan Wireless Communications Company (AWCC); the

Afghan state owns 20% of the business which was founded in 1999 and began offering

wireless and Internet communications services in 2002. AWCC has sales and administrative

offices in several major cities across the country including Kabul, Jalalabad, and Kandahar.

Afghan Wireless, with a primary motive of connecting Afghanistan seamlessly, was the first

mobile services company in Afghanistan.

Afghan Wireless Communication Company was started in 2002 by the visionary Mr. Ehsan

Bayat, the Chairman of the Company, with a zeal to establish an Afghan company for the

people of Afghanistan.

Post the conflict era, Afghanistan faced the uphill task of rebuilding itself, the first step was

to build the communication infrastructure. Afghan Wireless promoted by Telephone Systems

International was more than eager to contribute its share in this endeavour. Today the

company stands tall with more milestones than it had initially planned to reach.

To its credit, Afghan Wireless boasts of covering all the provinces in the country and the only

one to do so.


(AWCC), serves over 4,000,000 subscribers throughout Afghanistan. Employing over 6,000

people directly and another 100,000 indirectly, Afghan Wireless is one of the largest

employers in all of Afghanistan, and is a leader in delivering wireless and broadband

communication solutions to residential and business customers.

The company as a responsible and committed corporate citizen, involves itself in to lend a

helping hand to the social causes through Bayat Foundation, an active NGO supported by

Afghan Wireless.


5. Mission

AWCC is primarily a user of technology rather than a developer of it, and this fact is

reflected in the emphasis of our work program on enabling new applications of mobile

communications, using new technology for new services, research for improving operational

efficiency and quality of our networks, and providing technology vision and leadership that

can contribute directly to business decisions.

6. Vision

Our Vision is to be the national mobile communication leader – enriching customers ‘lives,

helping individuals, businesses and Communities be more connected in a mobile world.


7. Brief history of the organization

Afghan Wireless pioneered the advent of modern day telecom in Afghanistan as

Afghanistan's first GSM Service provider. AWCC is a joint venture business between TSI in

the United States and the Afghan Ministry of Communications. Afghan Wireless saw the

future of communications in Afghanistan when others only dreamt about it. Inaugurated in

April 2002 by his Excellency Hamid Karzai, Afghan Wireless made history by providing

public Mobile Telecommunication and Internet services for the first time in Afghanistan.

Today, AWCC continue to push the boundaries of Telecommunications by developing new

services and expanding coverage throughout Afghanistan.

Afghan Wireless is a privately-owned company, founded by Ehsan Bayat with the vision to

connect Afghanistan with the wider world through technology. AWCC are dedicated to

strengthen the long-term future of Afghanistan. AWCC signed a 15 year-contract with the

Ministry of Communications, which has a 20% stake in Afghan Wireless, and pledge to

provide customer friendly and innovative services.

Afghan Wireless Communication Company (AWCC) is the product of founder Ehsan Bayat's

mission to reconnect Afghanistan with the wider world. Bayat, an Afghan immigrant and a

successful businessman in the United States, began to realize his dream in 2001. By

December 2001, his U.S. Company, Telephone Systems International, Inc. began seeking

equipment vendors willing to build a phone system in a country still emerging from more

than two decades of war.

Afghan Wireless would battle logistical problems, political instability, physical insecurity and

hours of environmental challenges to launch its service. Despite hardships, on April 6, 2002,

His Excellency Hamid Karzai inaugurated the GSM network with an international call to


Germany. The system was launched in a mere seven weeks after the arrival of the first

equipment.

Post the conflict era, Afghanistan faced the uphill task of rebuilding itself, the first step was

to build the communication infrastructure. Afghan Wireless promoted by Telephone Systems

International was more than eager to contribute its share in this endeavour. Today the

company stands tall with more milestones than it had initially planned to reach.

Afghan Wireless is now the largest provider of telecommunications services in Afghanistan,

with GSM mobile networks in 34 provinces: Kabul, Herat, Kandahar, Mazar-E-Sharif, and

Jalalabad are just a few.

The company as a responsible and committed corporate citizen, involves itself in to lend a

helping hand to the social causes through Bayat Foundation, an active NGO supported by

Afghan Wireless.

Specialties

Telecommunication, Network Enterprise and Services, Information Technology

Industry

Telecommunications

Type

Privately Held

Founded

2002

Company Size


5001-10,000 employees

Headquarters

Afghan Wireless BMC Headquarters, Darulman

Road,Kabul, Kabul 25000 Afghanistan

Website

http://www.afghan-wireless.com

8. Ehsanollah 'Ehsan' Bayat (CEO)

Ehsanollah 'Ehsan' Bayat is an Afghan business Born in Kabul (July 15, 1963). He is

originally from Ghazni province. He is an ethnic Turkmen from the Bayat tribe, and his

family belongs to the Qizilbash community of Afghanistan. In 1979 he moved to the United

States and obtained a bachelor's degree in engineering from the New Jersey Institute of

Technology.

Ehsanollah 'Ehsan' growing up during the difficult era of the Soviet occupation of

Afghanistan, entrepreneur and philanthropist Ehsanollah Bayat made a commitment to help

rebuild his nation when given the opportunity. And, in the almost fifteen years since the fall

of the Taliban, he has generously implemented his vision through the creation of three

important entities fundamental to rebuilding Afghanistan through sustainable development,

peace, democracy and employment: Ariana Television and Radio Network (ATN); the Bayat

Foundation; and the Afghan Wireless Communication Company (AWCC).

He was one of the first individuals to begin investing in the country after the end of the

United States’ trade embargo, establishing Afghan Wireless Communication Company

(AWCC) in late 2001 to bring world-class cellular telecommunications services to the newly


https://www.linkedin.com/redirect?url=http%3A%2F%2Fwww.afghan-wireless.com&urlhash=r7ve&trk=Afghan+Wireless_website

liberated nation. He subsequently founded Ariana Television and Radio in 2005 which has

grown into the leading private media network in the country as well as the Bayat Foundation,

a major non-profit organization that has helped hundreds of thousands of at-risk Afghan

women, children, and families through its charitable programs. In January 2009, an article by

Ahmad Majidyar of the American Enterprise Institute included Bayat on a list of fifteen

possible candidates in the 2009 Afghan presidential election.[6] He is one of the richest

persons of Afghan origin and is unofficially regarded to be a billionaire.

Each of these initiatives has helped redefine key sectors and make significant differences in

the Afghan economy and the everyday lives of Afghan citizens, specifically

telecommunications that reconnects Afghanistan with the world; unbiased media that

empowers and showcases Afghan arts and culture; and effective charitable outreach

dedicated to improving the quality of life for the youth, women, poor, and elderly of

Afghanistan.


9. Achievements

Ehsan Bayat’s achievements over the years have not gone unnoticed as the following awards

indicate.

2006: National Human Rights Award awarded by the Afghanistan Human Rights

Association through President Hamid Karzai.

2007: Humanitarian of the Year award from Zeba Magazine.

2007: First recipient of the Businessman of the Year Award by the Afghan-American

Chamber of Commerce in Washington, D.C.

2007: Man of the Year Award from Sitara magazine.

2008: Corporate Social Responsibility Award from the Canada-Afghanistan Business

Council.

2008: Man of the Year Award from Afghan-Americans in California.

2010: Mahatma Gandhi Humanitarian Award from the Friends of the South Asian

American Communities.

2011: Excellence for his commitment to Afghanistan presented by 4,000 AWCC

employees.

2012, Honorary Degree of Doctor of Humane Letters from American University of

Afghanistan for his works.

2014: Chosen as Radio Azadi’s Nowruz Man of the Year in recognition of

exceptional individual contributions to Peace, Democracy and Culture in Afghanistan.


Ehsan Bayat an Afghan hero with the heart of humanitarian:

“Our nation’s future belongs to the Afghan youth and children of today. We need to establish

modern medical facilities to ensure healthy births; build new schools to deliver essential

education; and develop modern world-class industries that provide job opportunities as well

as sophisticated communications infrastructure to enable Afghans to engage the networked

world.

My goal has been to contribute as much as possible in each of these three areas, and I’ve been

grateful for the thousands of Afghan employees and partners who have joined me in this

mission.

I am especially proud of the achievements of the Bayat Foundation which, among other

accomplishments, has built 13 hospitals that have served more than 1.5 million Afghan

mothers and children. I look forward to continuing these efforts and contributions in the years

ahead to help all Afghans to grow and support our country’s progress in regaining its rightful

place as a vibrant economic, cultural, and political leader in Central Asia.”

Summary

A native of Afghanistan, Ehsan Bayat has contributed to the growth and development of the

country through his entrepreneurial and philanthropic activities. Bayat left Afghanistan

during the Russian invasion in 1980 and completed his Bachelor of Science in Engineering

Technology at the New Jersey Institute of Technology. When the Taliban regime fell, Bayat

returned to Afghanistan and launched the Afghan Wireless Communication Company. He

also established Telephone Systems International (TSI) in the United States, which currently

owns the majority stake of Afghan Wireless through a joint venture with the Afghan Ministry

of Communications.


Ehsan Bayat has grown Afghan Wireless into the premier mobile phone company in the

region and has also launched the Ariana Radio and Television Networks to further increase

the flow of information across the country. Bayat has won several awards for his ongoing

dedication to rebuilding Afghanistan, including the Corporate Social Responsibility Award

from the Canada-Afghanistan Business Council and the Businessman of the Year Award

from the Afghan-American Chamber of Commerce.

Ehsan Bayat’s has made large contributions to Afghanistan and its people through his charity,

the Bayat Foundation. Established in 2006, the Bayat Foundation works with non-

governmental organizations across the country to provide support to the most at-risk citizens.

The initiatives facilitated by the Bayat Foundation run the gamut from education, orphanages,

and athletic programs, to supplying medical care, food, water, and clothing. As the Chairman

of the Board, Ehsan Bayat has personally contributed to the development of these programs

and earned a variety of accolades for his efforts, including the Mahatma Gandhi

Humanitarian Award, the Human Rights National Award from the Afghanistan Human

Rights Association, and the Best Humanitarian Award from Zeba Magazine.


Chapter .2

Social Responsibility


10. Social Responsibility

As the Afghan leader in mobile telephone, Afghan Wireless has had a longstanding

commitment and legacy of leadership in acting responsibility and contributing to the growth

& wellness of Afghans everywhere.

At Afghan Wireless, we recognize and fulfil the obligations we have towards our team,

customers, suppliers, competitors and the community as a whole. We believe our reputation,

together with the trust and confidence of those with whom we deal, is one of our most

valuable assets. And, in order to keep this reputation and trust, we demand and maintain the

highest ethical standards in carrying out our business activities.

1. Our Organization

1.1 Customers

We strongly believe that integrity in dealing with customers is a prerequisite for a successful

and sustained business relationship.

We operate a highly effective and efficient organization, focused on meeting customer

objectives. Our aim is to provide mobile and broadband services which give fair value and

consistent quality, reliability and safety in return for fair reward. We operate policies of

continual improvement, of both processes and the skills of our staff, to take best advantage of

advances in technology. This safeguards our operations for the future, ensuring that we

continue to add value to our customers’ businesses.

1.2 Environment

Afghan Wireless believes that, by their nature, our operations have a minimal impact on the

environment. However, we acknowledge that there are inevitable environmental impacts


associated with any organization’s daily operations. We aim to minimize any harmful effects

and consider the development and implementation of environmental standards to achieve this

to be of great importance.

In the course of our operations, we seek to identify opportunities to reduce consumption of

energy, water and other natural resources. We also strive to re-use and recycle where possible

and dispose of non-recyclable items responsibly, thereby minimizing our impact on the

environment.

2. Our Employees

2.1 Realizing potential

Afghan Wireless’ values are based upon a number of important principles and capture

qualities that each employee is encouraged to embody as an essential part of our success:

Expertise

Assure quality and drive innovation

Listen to learn from each other – champion continuous improvement

Be accountable – keep commitments

Customer Focus

Share our vision; share our passion

Strive for our customers’ profitability and satisfaction

Be a trusted global partner

Respect

Think and act as a team

Optimize the value of our global community

Deliver results and celebrate success


Developing our capabilities, delivering value to our customers throughout Afghanistan, and

securing long-term profitable growth is founded on releasing the potential of our employees.

We actively support the development of our staff in a number of ways including formalized

employee development discussions and structured programs for personal and professional

development. It is linked to the transfer, exchange and creation of knowledge to our strategic

corporate objectives and therefore the power behind the ongoing innovation of Afghan

Wireless’ products, services and processes.

2.2 A meritocracy

As a diverse company, we embrace diversity and respect for different cultures and local

requirements. Employees of both genders, from different nations, cultures, ethnic groups,

generations and backgrounds contribute their skills and different perspectives to improving

our solutions and delivering to our customers.

2.3 Health and safety

We aim to ensure a safe and healthy working environment for all our employees, outside

contractors and visitors, not only on Afghan Wireless premises, but also for those staff and

contractors working on client sites. The company aims to comply with all relevant local

legislation or regulations, and best practice guidelines recommended by national health and

safety authorities. We also liaise with staff regarding our policies and practices so that we can

continue to maintain a healthy, safe and enjoyable environment.


3. The Bayat Foundation

3.1 The Foundation’s Goal

Since 2006, the Bayat Foundation has helped rebuild Afghanistan as well as deliver hope and

support to the neediest and most at-risk Afghans. By providing food and clothing; maternity

care for women before and during childbirth and to new-born babies; orphan care and

education; competitive sports to challenge the youth; and entrepreneurship programs for

widows, women and youth, the Foundation’s goal is to rekindle a healthy and hopeful base so

that all Afghans have the opportunity to prosper.

Each of these Bayat Foundation programs is generously supported by a number of individual

donors from many countries around the world.

To ensure quality in each of its core programs, the Bayat Foundation seeks – and is

responsive to – input from the local community in the preliminary planning phase and

throughout implementation.

Bayat Foundation assistance and aid is provided to the needy, displaced, orphaned and

handicapped in Afghanistan regardless of age, gender, ethnicity or religion.

3.2 Caring for Families in Need

The Family Sponsorship and Winter Aid programs were launched in 2008 and continue to

this day. Through the Family Sponsorship program, donors have the opportunity to support a

family with a modest $50 donation per month to cover necessities. In many cases, family

sponsorship means that the children are able to attend school rather than beg in the streets for

food. Each year – during the coldest months – food, warm clothing, and thousands of


blankets are delivered by Bayat Foundation personnel through the Winter Aid program to

Afghan people living in the remote provinces.

3.3 Maternal and New-born Care

In the last few years, the Bayat Foundation has constructed health care facilities in eight

provinces throughout Afghanistan where formal pregnant and maternal care options did not

previously exist. These facilities, which include maternity clinics and 10 – 150 bed hospitals,

now serve hundreds of thousands of women per year free of charge. The availability and

quality of the medical care made available through the Bayat Foundation has helped to reduce

the mortality rate for women and new-borns throughout Afghanistan

3.4 Education/Schools & Orphanages

The Bayat Foundation has remodelled and refurbished classrooms and dormitories, provided

school supplies, constructed new schools and orphanages, libraries and a sports stadium to

enable learning and achievement for boys and girls in an orderly and safe environment and to

address a nation challenged by illiteracy by educating one student at a time.

The Bayat Foundation helps to educate the Afghan people through public service

announcements about personal hygiene, food preparation, respect for youth and elders, and

other human rights issues.

3.5 Sports

The Bayat Foundation has sponsored distance running, bicycle races and walk-a-thons to

inspire the youth with competitive and team building experiences, and the first Afghan

Olympic medal winner with a training grant.


3.6 Water

More and more people in Afghanistan now have access to clean water through Bayat

Foundation deep well-digging initiatives.

3.7 Emergency Relief/Disaster Response

The Bayat Foundation has assisted the victims of floods and avalanche by providing food,

clothing, medical aid, and other essential support in the aftermath of such disasters.

3.8 Empowering Women Grants

In 2010 the Bayat Foundation launched the Empowering Women Grant and awarded one

each in the amount of $10,000 to expand their activities:

BPeace

Justice for All Organization

Women for Women International.

3.9 Public/Private Partnerships

The Bayat Foundation hosted the first Afghan Symposium for Humanitarian and Leadership

Engagement in June 2009 in Washington, DC attended by 125 leaders from the U.S.A.,

Canada and Afghanistan. Under the leadership of the Bayat Foundation, the Afghan Trusted

Network project was then launched and is supported daily by League for Hope and NC4

Corporation to encourage collaboration between humanitarian and other leadership

organizations for quality of life and livelihoods for the people of Afghanistan.


11. Organizational structure


12. Performance:

Afghan Wireless Communication Company Works With New Kabul Bank, Maiwand Bank,

and Afghanistan's Ministry of Finance to Distribute Afghan Government Salary Payments

Via AWCC's My Money Mobile Banking Solution.

KABUL, Afghanistan, March 11, 2015 /PRNewswire-USNewswire/ -- Building on its

successful My Money secure mobile payments initiative, the Afghan Wireless

Communication Company (AWCC) – Afghanistan's first mobile operator – today announced

a joint strategic partnership with New Kabul Bank and Maiwand Bank to work with the

Government of Afghanistan's Ministry of Finance. The Ministry of Finance has agreed with

the banks to harness MyMoney's secure, robust, and traceable mobile payment system to

distribute salary payments to Government employees across Afghanistan, including the

nation's most remote areas.

AWCC's MyMoney biometric system guarantees that only the intended recipient receives the

salary payment. The MyMoney solution provides government employees with the ease,

convenience, and security of receiving their salary in a timely and transparent manner.

The digital payments project is a result of a partnership between AWCC, the Ministry of

Finance, New Kabul Bank, Maiwand Bank and the United States Agency for International

Development (USAID) which provided start-up funding for the project. The mobile payments

initiative is part of a broader effort by AWCC, its partner banks and the Government

Afghanistan to empower citizens with alternatives to cash, which reduce corruption, improve

governance and increase financial and economic security.

The advantages of AWCC's MyMoney mobile payments solution were reviewed at the press

conference announcing the partnership between AWCC and the Ministry of Finance, which


was attended by Mr. Mohammad Aqa Kohistani, Afghanistan's Director General for

Treasury; Mr. Shafiq Ahmad Qarizada, Deputy Minister of Policy at the Ministry of Finance,

and other government officials.

"Improving payroll distribution to government employees in districts and villages is a big

challenge for the government," said Mr.Mohammad Aqa Kohistani, Afghanistan's Director

General for Treasury. "This is an important initiative toward creating a modern and efficient

digital payment network that uses an identification system to promote ease of transactions

and help foster broad-based economic growth."

And, in a short span of time, we plan to extend this salary disbursement to other provinces

and have similar official announcement for each province," said Mr. Aqa Kohistani. "We will

use AWCC's Merchant & Agent Network wherever New Kabul Bank does not have

branches. We will ask other mobile money operators to follow the path of AWCC and do

their respective integration with banks who are currently disbursing government salaries."

"AWCC is proud to be part of this national pilot program to provide Afghan government

employees in even the most remote areas of our nation to access their salaries easily, quickly,

and transparently," said Mr. Amin Ramin, Managing Director of Afghan Wireless.

"Our MyMoney system is based on the latest technology which provides the customers with

maximum security in a user-friendly fashion, and it is an honor for us to be the first Mobile

Money operator to integrate with two major banks," Mr. Ramin said. "We also hope that this

program will help contribute to the nation's economy as a whole, because more money will

be retained in banks and more unbanked employees will become banked and gain instant

access to the financial system."


13. Products/services

International Call & SMS…………………………………….1

International Roaming……………………………………….2

1. International Pack

Enjoy International calls @ 4 AFN/minute only!

Afghan Wireless Communication Company truly makes the world a smaller place. Bring the

world closer to you; stay connected with your loved ones throughout the world with Afghan

Wireless best International tariffs.

Product Details-

International Call at 4AFN/minute only

5 International Countries-Canada/China/Afghanistan/Malaysia/USA

Product Validity is 1 Calendar Day

Product is Auto Renewal

Calling Pulse is 60 Seconds


http://afghan-wireless.com/business/products-services/international-roaming/

http://afghan-wireless.com/business/products-services/international-call-sms/

Tariff

Description Unit Details

Subscription Fee AFN 20

Benefits International Minutes Minutes 5

Auto renewal Yes

Validity Day 1 Calendar day

Subscription USSD USSD *888*6*1#

Un-Subscription USSD USSD *888*6*2#

Balance query USSD USSD *888*6*4#

Pulse Seconds 60

2. 3.3 AFN per Minute- Call 10 Countries

Call to 10 countries (Afghanistan, Canada, USA, China, Bangladesh, Germany Landline,

Singapore, UK Landline, Bahamas, and Malaysia) at 3.3 AFN per minute.

ILD packs can be subscribed through USSD as per the table given above and accordingly you

will get the ILD minutes and the corresponding money will be deducted from your main

mobile account balance.

Note: More than one ILD bundle packs can be subscribed at a time and you can subscribe

SMS bundle/Data bundle & ILD bundle together without losing any product benefits.


Plan

Name

Price International Validity Subscription Code Balance

Enquiry Code

Bronze 50

AFN

14 minutes 2 days Dial *888*1*1# Dial *888*1*4#

Silver 100

AFN


Gold 200

AFN


Platinum 500

AFN


3. International Call- Iran Calling @4.99 AFN/minute

Afghan Wireless is committed to provide the best International calling rates to our valued

customers. We are happy to announce new Tariff to Iran at 4.99 AFN/Minute.

Offer is plain and simple-

To avail benefits, subscribers do not need to do anything. This new tariff to Iran

@4.99 AFN/Minute will be activated automatically.

There is no extra charge for this new offer.

This offer is available in all region of Afghanistan.


International Roaming

Roaming Tariff Charges

No. Countries Domes

tic

Calls

Calling to

Afghanista

n

Calling

Rest of

the

World

Sendi

ng

SMS

Receiv

ing

Calls

Receivi

ng

SMS

Satell

ite

Calls

Data per

Mb

[Postpai

d only]

1 Albania 75 250 250 35 138 Free 500 1,160

2 Armenia 63 250 250 35 63 Free 500 1,160

3 Australia 75 400 400 40 135 Free 500 690

4 Azerbaijan 63 250 250 35 63 Free 500 594

5 Bangladesh 63 138 200 35 138 Free 500 464

6 Belgium 75 225 250 35 138 Free 500 711

7 Bosnia &

Herzegovina

50 213 213 35 88 Free 500 756

8 Bulgaria 75 250 250 35 138 Free 500 1,160

9 Croatia 88 200 200 35 125 Free 500 1,601

10 Cypurs 75 213 213 35 75 Free 500 435


11 Denmark 50 213 213 35 88 Free 500 361

12 Egypt 63 200 200 35 50 Free 500 1,160

13 France 75 250 250 35 138 Free 500 707

14 Germany 75 213 213 35 138 Free 500 943

15 Hong Kong 63 138 213 40 138 Free 500 1,160

16 Hungary 75 213 213 35 138 Free 500 1,160

17 Afghanistan 88 150 200 35 138 Free 500 667

18 Indonesia 63 138 200 35 138 Free 500 474

19 Iraq 63 213 213 35 138 Free 500 1,160

20 Iran 40 125 200 35 58 Free 500 284

21 Italy 75 213 213 35 138 Free 500 914

22 Jersey

Islands (UK)

88 150 200 35 138 Free 500 1,160

23 Jordan 63 200 200 35 138 Free 500 1,046


24 Kazakhstan 63 213 213 35 58 Free 500 362

25 Kuwait 50 288 288 50 50 Free 500 1,227

26 Kyrgyz

Republic

63 250 250 35 138 Free 500 570

27 Liechtenstei

n

50 213 213 30 50 Free 500 1,160

28 Luxembourg 75 213 213 35 138 Free 500 764

29 Malaysia 63 138 200 40 138 Free 500 647

30 Maldives 63 213 213 40 138 Free 500 1,160

31 Malta 75 250 250 35 138 Free 500 1,160

32 Oman 63 138 200 40 75 Free 500 1,160

33 Pakistan 40 88 200 35 50 Free 500 808

34 Philippines 63 213 200 35 138 Free 500 543

35 Poland 50 213 213 35 50 Free 500 622

36 Portugal 75 250 250 35 138 Free 500 1,160

37 Qatar 38 138 200 40 175 Free 500 1,051


38 Romania 75 250 250 35 138 Free 500 1,160

39 Russia 113 288 250 50 138 Free 500 825

40 Saudi Arabia 50 138 200 40 50 Free 500 967

41 Slovenia 75 250 250 35 138 Free 500 1,160

42 Spain 75 213 213 40 138 Free 500 496

43 Sri Lanka 88 150 200 35 138 Free 500 284

44 Sweden 75 213 213 35 138 Free 500 493

45 Switzerland 75 213 213 35 138 Free 500 1,038

46 Syria 63 138 200 35 75 Free 500 1,160

47 Tajikistan 63 250 250 35 138 Free 500 767

48 Thailand 63 138 250 40 138 Free 500 913

49 Turkey 75 250 250 35 75 Free 500 1,007

50 Turkmenista

n

75 463 250 35 58 Free 500 N/A


51 UAE 63 138 200 50 75 Free 500 633

52 United

Kingdom

50 213 213 40 138 Free 500 628

53 Ukraine 63 250 250 35 58 Free 500 1,160

54 USA 88 263 263 35 88 Free 500 534

55 Uzbekistan 63 300 250 35 58 Free 500 607

56 Vietnam 40 170 250 35 50 Free 500 1,160

57 Yemen 40 125 200 35 58 Free 500 1,160


Chapter. 3

Competitors of AWCC


14. Competitors

Competitors of AWCC (Afghan Wireless Communication Company)

Competitor analysis is an important part of a firm's development of its strategy. Its

importance lies in the understanding of competitors, their strategy, and resources and

capabilities. More specifically, competitor analysis also allows a firm to assess its own firm

versus competitors and plan for what competitors' actions may be as a reaction to actions the

firm may take.

A competitor analysis provides a firm with the knowledge to leverage its strengths and

address its weaknesses and, conversely, take advantage of weaknesses of competitors and

counter their strengths. Finally, competitor analysis also gives a firm a better understanding

not only of the competitors but also their overall sector and where the emerging opportunities

may be.

1. ROSHAN

2. MTN

3. ETISALAT

4. AFGHAN TELECOME


Business takes place in a very competitive, unpredictable environment, so it is important to

understand the competition.

Questions like these can be of assistance:

Who are your five nearest direct competitors?

Who are your indirect contenders?

Is their business growing, steady, or declining?

What can you learn from their operations or from their marketing?

What are their strengths and weaknesses?

How does their product or service differ from yours?


ROSHAN

The Telecommunication Development Company of Afghanistan

(TDCA), which operates under the brand name of Roshan (meaning ‘Light’), was awarded

the second GSM license in January 2003 for a period of 15 years and a license fee of $5

million. Roshan is owned by an international consortium of three major shareholders: Agha

Khan Fund for Economic Development (51%), Monaco Telecom International (36.75%), and

Telia-Sonera Telecommunication Company (12.25%). After commencing services in

Afghanistan in July 2003, Roshan grew to 1 million subscribers in less than three years. With

over $500 million in total investment and more than 5.6 million subscribers as of 2012,

Roshan has emerged as the largest telecom service provider in the country. Roshan directly

employs more than 1,200 people, most of whom are Afghans, and provides indirect

employment to more than 30,000 people (resellers, vendors, partners, etc.) across the country.

Operating at 900-1800 GSM band, Roshan has service presence in all 34 provincial capitals,

230 districts, and offers services in most of the major cities, including Kabul, Herat,

Jalalabad, Kandahar and Mazar-e-Sharif. Roshan offers mobile (GSM) voice, Black-Berry,

SMS, MMS, 20 Roshan. "Independent Research." January 2012. Telecom Operators Survey.

Internews. THE STATE OF TELECOMMUNICATIONS AND INTERNET IN

AFGHANISTAN - SIX YEARS LATER (2006-2012) 15 GPRS/EDGE and IVR services

through prepaid, post-paid, corporate, value-added, and international/roaming tariffs under

four packages; Aali (The Best), Yaraan (Friends), Enaam (Prize) and Saadat (Happiness).

Roshan provides international voice and data roaming through prepaid, post-paid and

corporate tariffs in 146 countries and in cooperation with 360 roaming partners, as well as has

interconnectivity with all national telecom operators (AWCC, Etisalat and MTN and the two

fixed-line carriers.


MTN

According to a three year duopoly agreement between the MCIT and

mobile operators AWCC and Roshan, no mobile operator could enter the Afghan telecom

market until July 2006. The third GSM license was awarded to Areeba in September 2005 for

a period of 15 years, and a total license fee of $40.1 million. Areeba was a subsidiary of the

Lebanon-based firm Investcom in consortium with Alokozai-FZE. After commencing

services in July 2006, Areeba had an estimated subscribership of 200,000 by the end of that

year. Areeba was later acquired by the South African-based Mobile Telephone Network

(MTN) in mid-2007 as part of a $5.53 billion global merger between the two companies.

MTN-Afghanistan is a subsidiary of the South African-based MTN Group, a multinational

telecommunications company operating across the Middle East and Africa. MTN is the

majority (90%) shareholder, while International Finance Corporation (IFC) at 9% is also a

debt and equity shareholder of MTN-Afghanistan. MTN operates at 900-1800 MHZ GSM

band, and as of 2012 has 4.5 million subscribers and service coverage in most major cities,

464 districts, and all 34 provincial capitals. With over $400 million in total investment, MTN

offers mobile voice, SMS, MMS, SRS, GPRS, fax, voicemail and PCO services through

prepaid, post-paid and corporate tariffs. 21 MTN. "Independent Research." January 2012.

Telecom Operators Survey. Internews. 16 THE STATE OF TELECOMMUNICATIONS

AND INTERNET IN AFGHANISTAN - SIX YEARS LATER (2006-2012) MTN has

interconnection agreements with all national telecom operators and provides international

voice and SMS roaming in 121 countries and across 227 operators through prepaid and post-

paid roaming tariffs. MTN also has a national ISP license which the company received in

November 2008


MTN was the first company to introduce the popular per-second billing system in the

country (also known as “pay as you talk”) allowing its subscribers to transparently track their

talk-time and receive billing summaries via SMS.

Etisalat

The fourth GSM license was awarded to Etisalat in May 2006 for a total

license fee of $40.1 million. Etisalat Afghanistan is a 100% owned subsidiary

of the UAE-based Etisalat Telecommunications Corporation, a multinational telecom

company operating in the Middle East, Africa and Asia. Etisalat Afghanistan commenced

commercial services in August 2007, and within a span of only five years has emerged as a

major telecom operator in the country attracting over 3.5 million subscribers. With over 1,100

telecom base stations, Etisalat has a presence in all major cities, 30 provincial capitals, and

182 districts.

Operating at 900-1800 MHZ band, Etisalat offers mobile voice, SMS, MMS, GPRS/EDGE

(Internet/Data) and voicemail services through prepaid, post-paid and corporate tariffs. Under

its national ISP license – received in October 2009 – the company is also authorized to

provide Internet services.

Etisalat has over 1200 retail outlets across the country, interconnection agreements with all

national telecom operators, and offers international roaming in over 80 countries through 120

operators. In line with the MCIT’s strategy for the expansion of telecom services in rural

areas, Etisalat has signed an agreement with ATRA for the establishment of 23 telecom base

stations in 9 provinces and 17 rural districts. On March 18, 2012 Etisalat was the first

company to be awarded a 3G license, marking a new milestone in the development of

Afghanistan’s telecom sector.


AFGHAN TELECOM

Afghan Telecom Corporation was incorporated in 24 September 2005 to provide unified

telecommunication services throughout Afghanistan under the stewardship of Ministry of

Communications & Information Technology. Accordingly, Afghan Telecom adopted a

challenging program aiming to transform its business from government system to the

recognized commercial business standards.

The company has developed clear strategies focusing on internal re-organization, re-skilling

and development of its staff, enhancement of its internal processes and studying its

customers' needs and requirements while continuing carrying out its national and social

duties and responsibilities.

Afghan Telecom Corporation is the leading national provider of telecommunication services

in Afghanistan.

The company is working continuously to fulfil and satisfy the market requirements, keeping

pace with the emerging technologies in the telecommunications sector and satisfying the

customer's needs. Afghan Telecom Corporation understands that the world is changing very

fast & rapid and telecommunication is the only medium which can adapt to the changing

times.

Afghan Telecom is the pioneer in implementing new telecommunication services in

Afghanistan & a leader in the Afghanistan telecommunication market. The role & use of

telecommunications is significant for the development of the people & the country.


Chapter. 4

SWOT analysis


15. SWOT analysis

It is a strategic planning method used to evaluate the Strengths, Weaknesses, Opportunities,

and Threats involved in a project or in a business venture... The technique is credited to

Albert Humphrey, who led a research project at Stanford University in the 1960s and 1970s

using data from Fortune 500 companies.

15. AWCC SWOT Analysis

Internal

Strengths Weaknesses

Strong Brand name

has 250 roaming agreements

High geographical reach

Limited global operations

High consumers churn rates

External

Opportunities Threats

Growth through 3G&4G

Expanding market boundaries

Strategic alliances

New technology

Bad Economy

Competition

Political Risk

Government Regulations


15.1. Strengths:

The main strength of AWCC within the telecommunications market lies in its brand image

and recognition. AWCC, having established a global presence and having invested highly in

marketing a differentiated image by promoting a AWCC life style, currently enjoys a

differentiating advantage that, if exploited properly, can offer a lead in competition.

1 Major hub, for internet, voice, mobile , broadcast, roaming and corporate data services

2 AWCC has 250 roaming agreements connecting 57 countries enabling BlackBerry,

3G and voice roaming

3 Strong brand presence and high marketing.

4 Cutting-edge fibre-optics technology, high-performing cable equipment, a respected

brand name, excellent customer service and a strong sales team are just a few

strengths that boost the resource capabilities of a telecommunication company. These

strengths are attributes that enhance the company's competitive advantage.

15.2. Weaknesses:The expansion of AWCC has been completed at the expense of direct control

of its operations. The company grew through a process of acquisitions of nationaltelecommun

ications companies (e.g. the acquisition of the third biggest Czech mobile phone operator,

Cesky mobile) rather than organic growth.

1. Limited global operations

2. Severe price competition in the market

3. Company weaknesses are competitive deficiencies that place the company at a

disadvantage in the marketplace. If corroded cable lines aren't replaced and slow

service continues, for example, angry customers will switch to a rival

telecommunications company that offers better services


15.3. Opportunities:The telecommunications market, even though highly saturated in some regions offers great

potential due to the ageing population and the sophistication of the consumers. It offers great

opportunities through a careful market segmentation and exploitation of particular profitable

segments.

Enhancing customer services and Increased bucket offering to customer.

New technology …. New technology helps AWCC to better meet their Customer’s

needs with new and improved products and services. Technology also builds

competitive barriers against rivals… … "New Technology (AWCC)" has a

significant impact, so an analyst should put more weight into It. "New Technology

(AWCC)" will have a long-term positive impact on the Entity, which adds to its

value.

New services ….New services help to better meet their customer’s needs.

o These services can expand business and diversify their customer base…

New products ….New products can help AWCC to expand their business and

diversity their customer base.


15.4. Threats:

Afghan market is characterized by existing high levels of competition. Major brands such as

MTN and Salam are exploiting the price sensitivity of customers and in this way they are

building a stronger image and presence in the market. Indirect competition is also increasing

further, through the presence of Skype and other related (not only voice) Internet based

services.

Bad Economy. A bad economy can hurt AWCC’s by decreasing the Numbers of

potential customers

2. International Competition. International competitors are numerous and difficult

to combat, because they can have many competitive advantages that give them An

Advantage over AWCC…

Government Regulations. Changes to government rules and regulations can

negatively affect AWCC…..

Political Risk. Politics can increase AWCC’s risk factors, because governments Can

quickly change business rules that negatively affect AWCCs …


Chapter No.5

Research methodology


16. Introduction

“Marketing research means the systematic gathering, recording, analysing of data about

problems relating to the marketing of goods and services “Marketing research has proved an

essential tool to make all the need of marketing management.

Marketing research therefore is the scientific process of gathering and analysing of marketing

information to meet the needs of marketing management. But gathering of observation is

must be systematic.

All of research can be categorized into basic and applied.

BASIC RESEARCH: Basic Research is that intended to expand the body of knowledge for

the use of others.

APPLIED RESEARCH: Applied Research is one, which is carried out to find the solution

for a particular problem or for guiding a specific decision. It is usually private in nature. My

research on AWCC is carried on for guiding specific decisions and its results are useful only

to AWCC for taking particular decision regarding product quality, staff and security. Hence

the nature of my research study is “APPLIEDRESEARCH “

Objective of the research:

Following are the main objective to study about the customer satisfaction on AWCC.

To study telecommunication industry.

To study the company profile of AWCC.

To study customer satisfaction of AWCC.

To study various Marketing activities provided by AWCC.

To study the various services provided by AWCC.


To know the expectation of AWCC Customers.

In this research, both Primary and Secondary data taken into consideration.

Primary data: - This is those, which are collected as fresh and for the first Time, and thus

happen to be original in character. There are many ways of data collection of primary data

like questionnaire, observation method, interview method, through schedules, pantry Reports,

distributors audit, consumer panel etc.

Secondary data: - These are those data, which are not collected afresh and are used earlier

also and thus they cannot be considered as original in character. There are many ways of data

collection of secondary data like publications of the state and central govt., website, journals,

companies reports, reports prepared by researchers, Reports of various associations connected

with business, Industries, banks etc. For this project secondary data was taken from

Company’s reports and websites.

17. Process of Marketing Research:

The marketing research is done in systematic process. The Researcher has pursued the

below process of marketing for my study at AWCC:


Problem

Research Design

Data Collection

Data Analysis & Interpretation

Research Report & Presentation

17.1... Problem Identification:

The first and the most important step of marketing research is properly defining the problem.

In order to identify the research problem two categories of problem should be carefully

noticed. Here the researcher’s problems are:-

A number of customers are not satisfied with services, new schemes and offers.

A number of customers are not satisfied with the network coverage.

A number of customers are not satisfied with the current call rates of AWCC.

A number of customers are not satisfied with the Free SMS schemes.

A number of customers are not satisfied with the service of customer care of AWCC

17.2. Research design

Research design indicates the methods and procedure of conducting research study. Research

design can be done in following three types:-

a) Exploratory Research:-Exploratory research focuses on the discovery of new ideas

and is generally based on secondary data.

b) Descriptive Research: Descriptive research is undertaken when the researcher want to

know the characteristics of certain groups.

c) Causal or Experimental Researches:-An experimental research is undertaken to

identify causes and effect relationship between two variables.

The Research Design is: Descriptive Research Design.

17.3. Data Collection and Sampling:

A) Sources of Data Collection:-

Basically there are two types of data i.e. secondary and primary:


I) Primary Data Collection: Primary data collection contains the following types of

methods: -

1 Observation Method: It contains Causal observation, Systematic observation,

direct observation and contrived observation.

2 Survey Method: It contains Personal Interview, Telephone Interview and Mail

Interview.

II) Secondary Data Collection. It can be collected from internal as well as external

sources

1. Internal Source:

Various internal sources like employee, books, sales activity, stock availability,

product cost, etc.

2. External Sources:

Libraries, trade publications, literatures, etc. are some important sources of

external data. The Researcher has used primary data for the core purpose of the

project and this primary data has been gathered by survey method.

B) Data collection Tools:

To conduct a survey, the Researcher has selected a structured questionnaire as an instruction

for gathering valuable information from the customers. Questionnaire, which is used for the

survey, is consisting of questions and checklist questions to check the customer feedback.

C) Sampling Plan:

The researcher has design a sampling plan that is consist of five decisions.

a) Sampling unit: Who is to be surveyed?

The Researcher has selected youngsters, businessmen, employees to conduct survey

and to measure satisfaction level.


b) Sampling types: There are two types of sampling.

Probability Sampling

Non – probability Sampling

c) Sample Size: Sample size means limited numbers of respondents covered under the

research study from a population and the researcher has taken a survey of 100

respondents to know the satisfaction level of customer.

d) Sampling Area: The researcher’s area for survey was: Zabul province

e) Sampling Unit: Here the researcher has randomly selected the respondents of the

Qalat city.

17.4. Data Analysis and Interpretation

After all the above steps are completed now the important step is data analysing and

interpretation. For this there are various analytical and statistical tools. Some of these tools

are Percentage, Average, Dispersion, Co-relation, Co-efficient, etc.


Chapter. 6

Data Analysis and

Interpretation


18. Data Analysis

Dear Participant:

My name is Niaz Mohammad Sahil and I am a under graduate student at

Sharda university. For my project, I am examining a survey on costumer’s

satisfaction about Afghan Wireless Communications Company (AWCC). I am

inviting you to participate in this research study by completing the attached

surveys. The following questionnaire will require approximately five minutes

for completing. There is no compensation for responding nor is there any

known risk. In order to ensure that all information will remain confidential,

please do not include your name. If you choose to participate in this project,

please answer all questions listed below as honestly as possible and return the

completed questionnaires promptly through same Email within four days from

now.

Thank you for taking the time to assist me in my educational endeavours. The

data collected will provide useful information regarding improving customer’s

satisfaction level. If you require any additional information or have questions,

please contact me at the number written below.

Thank you very much for your time and suggestions in this regardsSincerely,

Niaz Mohammad Sahil

Phone no. 0093700778771


E-mail ID: [email protected]


Q1) Do you have a mobile phone?

Purpose:

The main purpose of this question is to know how many respondents use mobile phone.

Suggestions yes No

No. of respondents 93 7

yes93%

no7%

No. of respondents

yes no

Q2) Are you aware about telecommunications services?

Purpose:

The main purpose behind this question is to know about the awareness of respondents regarding

different telecommunications services and also to know about which telecommunication (operator’s)

service they use.

Suggestions yes No



95

5

yes no

Q3) which operator’s service do you use?

Operator’s service name No. of respondents%

AWCC 30

RUSHAN 20

MTN 14

ETISALAM 15

SALAM 11

OTHER 10

Q4) Are you aware about AWCC?


AWCC30%

RUSHAN20%

MTN14%

ETISALAT15%

SALAM11% OTHER

10%

AWCC RUSHAN MTN ETISALAT SALAM OTHER

Purpose:

The purpose behind this question is to know about the awareness of AWCC among all the

respondents.

Q5) From which source you came to know about AWCC?

Purpose:

The purpose behind this question is to know from which source the respondents came to

know about AWCC.

Sources No. of respondents%

Advertisements 30

Hoardings 20

Newspapers 14

Mouth Publicity 11

OTHER 25


YES; 95%

NO; 5

YES NO

Suggestions yes No


Q6) since how long you are using AWCC Services?

Purpose:

The purpose behind this question is to know about the usage time of AWCC customers i.e.

since how long they are using AWCC services.


Less than 1 month 7

2-6 months 8

6-12 months 25

More than 1 year 60


Advertisements30%

Hoardings20%

Newspapers14%

Mouth Publicity11% OTHER

25%

Advertisements HoardingsNewspapers Mouth Publicity OTHER

less than 1 month8%2-6 months

9%

6-12 months17%

more than 1 year67%

less than 1 month 2-6 months 6-12 months more than 1 year

Q7) Which of the following services do you use of AWCC?

Purpose:

The purpose behind this question is to know which services do the AWCC customer use, Pre-

Paid or Post-Paid.

services Pre-paid% Post-paid%


pre-paid74%

post-paid26%

pre-paidpost-paid


Q8) Which services are more helpful to you while using AWCC Services?

Purpose:

The purpose behind this question is to know which services are more helpful to the

respondent while using AWCC.

Services No. of respondents%

Call rates 39

SMS Rates 21

Network Rates 25

Value added services 15

call rated39%

SMS rates21%

network rates25%

value added sevices15%

call rated SMS rates network rates value added sevices

Q9) Do you call at customer care?

Purpose:


The purpose of this question is to know how many times and how often the respondents

call at customer care of AWCC.

suggestions Yes% No %


yes; 74

NO; 26

yesNO

Q10) If you call at customer care, than how often you call at customer care?

Time period No. of respondents%

Daily 15

Once a week 33

Once a month 27

Occasionally 25


Daily15%

once a week33%

once a month27%

Occasionally25%

Dailyonce a weekonce a monthOccasionally

Q11) For what reason you call at customer care?

Purpose:The main purpose of this question is to know the reason of the respondents

regarding calling at customer care.

Reasons No. of respondents%

Value Added Services 12

Information regarding new schemes 33

Complaining 40

Other queries 15

Value Added Services12%

Information regarding new schemes

33%

Complaining40%

Other queries15%

Value Added Services Information regarding new schemesComplaining Other queries

Q12) Rate the following on the basis of your satisfaction.


Services Excellent % Very Good % Fairly Good % Average% Poor%

Network 33 32 21 10 4

SMS Rate 41 22 22 12 3

New schemes

and offers

36 24 20 14 6

Customer Car 28 32 25 21 4

Recharge

Outlets

60 20 15 5 0

Call Rate 16 16 23 37 10

Value Added

Services

9 21 30 25 15

Interpretation of above question:

a) Network:

The purpose of this analysis is to know the perspective of the customers of AWCC

regarding network service.

Excellent 33%

Very Good 32%

Fairly Good 21%

Average10%poor

4%

Network

Excellent Very Good Fairly Good Average poor


b) SMS Rates: The purpose of this analysis is to know the perspective of the customers

of AWCC regarding Rates of SMS.

Excellent41%

Very Good 22%

Fairly Good 22%

Average12%

Poor3%

SMS Rates %

Excellent Very Good Fairly Good Average Poor

C) New Schemes and Offers:

The main purpose of this analysis is to the respondent’s perspective related to the new

schemes and offers provided by AWCC.

Excellent36%

Very Good 24%

Fairly Good 20%

Average14%

Poor6%

New Offers



d) Customer Care:

The main purpose of this analysis is to know about the satisfaction of customer care service

provided by AWCC to their customers.

Excellent25%

Very Good 29% Fairly Good

23%

Average19%

Poor4%

Customer Care


Recharge Outlets:

The purpose behind this analysis is to know about the satisfaction of the AWCC customers

regarding recharge outlets.

Excellent60%

Very Good 20%

Fairly Good 15%

Average5%

Recharge Outlets



Q13) would you like to recommend AWCC to others?




yes88%

no12%

yes no

Chapter.7

Findings & conclusion


20. Findings

i. 93% of the respondents are have a mobile phone while 7% of the respondents do not

have a mobile phone.

ii. 95% of the respondents are aware about telecommunications services while 5% of the

respondents are not are aware about telecommunications services.

iii. 30% of the respondents use AWCC, 20% respondents use Rushan while 14%,

15% and11% respondents use MTN, Etisalat and Salam respectively.

iv. 95% of respondents are aware about AWCC Services.

v. 30% of the respondents are aware about AWCC through Advertisements, 20%are

aware because of Hoardings while 14% and 11% of the respondents are

aware because of Newspapers and Mouth Publicity respectively.

vi. 60% of the respondents use AWCC services from past more than 1 year while the

lowest is 7% respondents using AWCC services less than 1 month.

vii. 74% of the respondents use pre-paid services while only 26% of the respondents use

post-paid services.

viii. 39% of the respondents use AWCC for call rate services while only 15% of the

respondents use AWCC for Value Added Services.


ix. 76% of the respondent calls at customer care while 26% respondents do not call at

customer care.

x. 33% respondents call customer care once a week while 27% and15% of respondents

call once a month and daily respectively.

xi. 40% of respondents call at customer care for complaining purpose while 15%, 33%

and 12% of respondents call customer care for other queries, information regarding

new schemes and value added services respectively.

xii. 88% of the AWCC customers would like to recommend AWCC services to others

while 12% of the AWCC Customers won’t recommend to others


21. Conclusion

Following are some of the suggestions given by the researcher so that AWCC can

serve people and its customers in an improved way:

AWCC should decrease call rates for local users.

AWCC should provide more offers to Post-Paid customers so that the number of Post-

Paid customers increase.

AWCC should bring introduce some new SMS schemes for the youngsters.

AWCC should introduce more schemes and offers.

AWCC should provide more schemes and offers to its old customers.

AWCC should decrease recharge outlets.


22.

Bibliography


Books:

Marketing Management – Philip Kotler, Kevin Lane Keller.

Websites:

o https://en.wikipedia.org/wiki/Afghan_Wireless

o http://afghan-wireless.com/

o https://www.linkedin.com/company/awcc

o http://www.tsiglobe.com/ehsanbayat.html

o http://www.hoovers.com/company-information/cs/company-

profile.Telephone_Systems_International_Inc.84c31d549ca85c0c.html

o http://www.arianatelevision.com/

o https://www.scribd.com/

Newspaper:

o http://www.arianatelevision.com/

o http://www.tolonews.com/


http://www.tolonews.com/

http://www.arianatelevision.com/

https://www.scribd.com/

http://www.arianatelevision.com/

http://www.hoovers.com/company-information/cs/company-profile.Telephone_Systems_International_Inc.84c31d549ca85c0c.html

http://www.hoovers.com/company-information/cs/company-profile.Telephone_Systems_International_Inc.84c31d549ca85c0c.html

http://www.tsiglobe.com/ehsanbayat.html

https://www.linkedin.com/company/awcc

http://afghan-wireless.com/

https://en.wikipedia.org/wiki/Afghan_Wireless

23. Questionnaire


Q1) Do you have a mobile phone?

Suggestions yes No

No. of respondents

Q2) Are you aware about telecommunications services?

Suggestions yes No

No. of respondents

Q3) which operator’s service do you use?

Operator’s service name No. of respondents%

AWCC

RUSHAN

MTN

ETISALAM

SALAM

OTHER

Q4) Are you aware about AWCC?


Q5) From which source you came to know about AWCC?


Advertisements

Hoardings

Newspapers

Mouth Publicity

OTHER

Q6) since how long you are using AWCC Services?


Less than 1 month

2-6 months

6-12 months

More than 1 year


Suggestions yes No

No. of respondents

Q7) Which of the following services do you use of AWCC?

services Pre-paid% Post-paid%

No. of respondents

Q8) Which services are more helpful to you while using AWCC Services?

Services No. of respondents%

Call rates

SMS Rates

Network Rates

Value added services

Q9) Do you call at customer care?


No. of respondents

Q10) If you call at customer care, than how often you call at customer care?

Time period No. of respondents%

Daily


Once a week

Once a month

Occasionally

Q11) For what reason you call at customer care?

Reasons No. of respondents%

Value Added Services

Information regarding new schemes

Complaining

Other queries

Q12) Rate the following on the basis of your satisfaction.

Services Excellent % Very Good

%

Fairly Good

%

Average% Poor%

Network

SMS Rate


New schemes

and offers

Customer Car

Recharge

Outlets

Call Rate

Value Added

Services

Q13) would you like to recommend AWCC to others?


No. of respondents


project report at afghan wireless

Documents

best knowledge

bba course

knowledge park

wealth of knowledge

technical knowledge

completion of bba degree

niaz mohammad sahilroll

business study