telecom live project

8/7/2019 Telecom Live Project

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Live Project

Customer Satisfaction on Mobile Service

Provider Networks and Opinion on Mobile

Number Portability

Submitted in Partial Fulfillment of the Requirements for the Award of the PostGraduation in Business Management

Presented By

Neenu Varghese 1020934

Deepak Jose 1021412

Amy Elizabeth Abraham 1021438


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C E R T I F I C A T E

This is to certify that the thesis entitled Customer Satisfaction on Mobile Service

Provider Networks and Opinion on Mobile Number Portability is submitted by Deepak

Jose, Neenu Varghese and Amy Elizabeth Abraham in partial fulfillment of the requirements

for the award of degree of MBA in MARKETING in Christ University Bangalore. As a

bonafied work carried out by them under the guidance and supervision of the undersigned.

The results embodied in this dissertation have not been submitted to any other university or

institution for the award of any degree or diploma.

Date:

Place: Supervisors Signature and Designation


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DECLARATION

We hereby declare that the dissertation entitled Customer Satisfaction on Mobile Service

Provider Networks and Opinion on Mobile Number Portability that is being submitted

by us in partial fulfillment of the requirements for the award of the degree of MBA in

MARKETING to Christ University Institute of Management, is a record of bonafied

work carried out by us.

Date:

Place: Signature of the students


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ACKNOWLEDGEMENT

The authorship of a monograph is usually attributed to one person but a report on the

internship or a project work like this one is a joint affair. We am indebted to all who have

directly and indirectly been of great help to us in doing and writing this project report.

Firstly, we are thankful and express our gratitude to Prof. Ram Mohan Faculty CUIM-

Banglore for his continuous and deliberate discussion on the topic and indeterminable burden

taken by him in helping me during the project.

Special regard and greatest appreciation is reserved for all the students of Christ University,

Banglore whose honest feedbacks, ideas and thoughts helped our navigate through the mostdifficult phases of the project work.

We hope that we have manifested our sincere attempts to represent all the information and

other things to the best of ability.

Deepak Jose

Neenu Varghese

Amy Elizabeth Abraham

ABSTRACT


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The present study is undertaken to understand the customer satisfaction in mobile serviceproviders and the opinion of the public on mobile number portability.

The study was done to find out the customer satisfaction level in mobile service providerplayers in the market and to know the customer perception towards other mobile service

providers, this survey was done in Bangalore.

The study was conducted from February 20th 2011 to March 10th 2011.i.e., for a period of onemonth in the city of Banglore.

CONTENT


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INTRODUCTION

Theoretical Background of the Topic


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Customer Satisfaction

According to Philip Kotler, Satisfaction is a persons feelings of pressure or

disappointment resulting from products perceived performance (outcome) in relation

to his or her expectations. Customer satisfaction is the level of a persons felt stateresulting from comparing a products perceived performance (outcome) in relation to

the persons expectations.

This satisfaction level is a function of difference between perceived performance and

expectations. If the products performance, exceed expectation the customer highly satisfied

or delighted. If the performance matches the expectations the customer is satisfied. If the

products performance fall shorts of expectations the customer is dissatisfied.

Many companies are aiming for high satisfaction because customers who are just satisfied

still find it easy to switch when a better offer comes along. High satisfaction or delight

creates an emotional affinity with brand.

Variety of factors that affect customer satisfaction includes product quality, product

availability and after sales support such as warranties and services. Customer satisfaction is

seen as a proof of delivering a quality product or service. It is believed that customer

satisfaction brings sales growth, and market share. A company can always increase customer

satisfaction by lowering its price or increasing its services but this may result in lower profits.

Thus the purpose of marketing is to generate customer value profitability.

A successful product can be developed by exploding these opportunities. While delivering

the value of the consumer we make use of marketing support. This support is based on the

knowledge of consumers and distribution. Marketing support both at the introduction of

products and maturing is considered.

The two major factors of marketing are the recruitment of new customers (acquisition) and

the retention and expansion of relationships with existing customers (base management).

For a marketing plan to be successful, the mix of the four "Ps" i.e. product, price, place,

promotion must reflect the wants and desires of the consumers in the target market. Trying to

convince a market segment to buy something they don't want is extremely expensive and

seldom successful. Marketers depend on marketing research, both formal and informal, to

determine what consumers want and what they are willing to pay for. Marketers hope that

this process will give them a sustainable competitive advantage. Marketing management is


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the practical application of this process. The offer is also an important addition to the 4P's

theory.

INTRODUCTION TO TELECOM INDUSTRY

India is the world's fastest growing wireless market, with 752 million mobile phone

subscribers as of February, 2011. It is also the second largest telecommunication network in

the world in terms of number of wireless connections afterChina. The Indian Mobile

subscriber base has increased in size by a factor of more than one hundred since 2001 when

the number of subscribers in the country was approximately 5 million to 752 Million by Feb

2011.

As the fastest growing telecommunications industry in the world, it is projected that India

will have 1.159 billion mobile subscribers by 2013. Furthermore, projections by several
http://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Wirelesshttp://en.wikipedia.org/wiki/People's_Republic_of_Chinahttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Wirelesshttp://en.wikipedia.org/wiki/People's_Republic_of_China


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leading global consultancies indicate that the total number of subscribers in India will exceed

the total subscriber count in the China by 2013. The industry is expected to reach a size of

344,921 crore (US$76.57 billion) by 2012 at a growth rate of over 26 per cent, and generate

employment opportunities for about 10 million people during the same period. According to

analysts, the sector would create direct employment for 2.8 million people and for 7 million

indirectly. In 2008-09 the overall telecom equipments revenue in India stood at

136,833 crore (US$30.38 billion) during the fiscal, as against 115,382 crore (US$25.61

billion) a year before.

Evolution of the industry - Important Milestones

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

of British power)

1881 Telephone service introduced in India

1883 Merger with the postal system

1923 Formation of Indian Radio Telegraph Company (IRT)

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

Company (IRCC)

1947 Nationalization of all foreign telecommunication companies to form the

Posts, Telephone and Telegraph (PTT), a monopoly run by the

government's Ministry of Communications

1985 Department of Telecommunications (DOT) established, an exclusive

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

regulator (separate from the postal system)

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

Videsh Sanchar Nigam Limited (VSNL) for international telecommunications

and Mahanagar Telephone Nigam Limited (MTNL) for service in

metropolitan areas.

1997 Telecom Regulatory Authority of India created.
http://en.wikipedia.org/wiki/People's_Republic_of_Chinahttp://en.wikipedia.org/wiki/Indian_rupeehttp://en.wikipedia.org/wiki/Crorehttp://en.wikipedia.org/wiki/United_States_dollarhttp://en.wikipedia.org/wiki/Crorehttp://en.wikipedia.org/wiki/United_States_dollarhttp://en.wikipedia.org/wiki/Crorehttp://en.wikipedia.org/wiki/United_States_dollarhttp://en.wikipedia.org/wiki/Indian_rupeehttp://en.wikipedia.org/wiki/Indian_rupeehttp://en.wikipedia.org/wiki/Indian_rupeehttp://en.wikipedia.org/wiki/People's_Republic_of_Chinahttp://en.wikipedia.org/wiki/Crorehttp://en.wikipedia.org/wiki/United_States_dollarhttp://en.wikipedia.org/wiki/Crorehttp://en.wikipedia.org/wiki/United_States_dollarhttp://en.wikipedia.org/wiki/Crorehttp://en.wikipedia.org/wiki/United_States_dollar


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

adopted.

2000 DoT becomes a corporation, BSNL

A large population, low telephony penetration levels, and a rise in consumers' income and

spending owing to strong economic growth have helped make India the fastest-growing

telecom market in the world. The first and largest operator is the state-owned incumbent

BSNL, which is also the 7th largest telecom company in the world in terms of its number of

subscribers. BSNL was created by corporatization, while DTS (Department of

Telecommunication Services), a government unit responsible for provision of telephony

services. Subsequently, after the telecommunication policies were revised to allow private

operators, companies such as Bharti Telecom, TATA Indicom, Vodafone, MTNL, Idea,

Vodafone and BPL have entered the space. However, rural India still lacks strong

infrastructure.

HISTORY OF INDIAN TELECOMMUNICATIONS

It was started in 1851 ,when the first operational land lines were laid by the government near

Calcutta (seat of British power). Telephone services were introduced in India in 1881. In

1883 telephone services were emerged with the postal system. Indian Radio Telegraph

Company (IRT) was formed in 1923. After independence in 1947, all the foreign

telecommunication companies were nationalized to form the Posts, Telephone and Telegraph

(PTT), a monopoly run by the government's Ministry . Telecom sector was considered as a

strategic service and the government considered it best to bring under state's control. The first

wind of reforms in telecommunications sector began to flow in 1980s when the private sector

was allowed in telecommunications equipment manufacturing. In 1985, Department of

Telecommunications (DOT) was established. It was an exclusive provider of domestic and

long distance service that would be its own regulator (separate from the postal system). In


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1986, two wholly government-owned companies were created: the Videsh Sanchar Nigam

Limited (VSNL) for international telecommunications and Mahanagar Telephone Nigam

Limited (MTNL) for service in metropolitan areas.

In 1990s, telecommunications sector benefited from the general opening up of the economy.

Also, examples of telecom revolution in many other countries, which resulted in better

quality of service and lower tariffs, led Indian policy makers to initiate a change process

finally resulting in opening up of telecom services sector for the private sector. National

Telecom Policy(NTP) 1994 was the first attempt to give a comprehensive roadmap for the

Indian telecommunicationssector.

In 1997, Telecom Regulatory Authority of India (TRAI) was created. TRAI was formed to

act as a regulator to facilitate the growth of the telecom sector.. Telecommunication sector in

India can be divided into two segments: Fixed Service Provider (FSPs), and Cellular

Services. Fixed line services consist of basic services, national or domestic long distance and

international long distance services. The state operators (BSNL and MTNL), account for

almost 90 per cent of revenues from basic services. Private sector services are presently

available in selective urban areas, and collectively account .Global System for Mobile

Communications (GSM) and Code Division Multiple Access (CDMA). The GSM sector is

dominated by Airtel, Vodfone-Essar, and Idea Cellular, while the CDMA sector is

dominated by Reliance and Tata Indicom. Opening up of international and domestic long

distance telephony services are the major growth drivers for cellular industry. Cellular he

tariffs on airtime, which along with rental was the main source of revenue. The reduction in

tariffs for airtime, national long distance, international long distance, and handset prices has

driven demand.

Classification of Telecommunication services

1. Basic services

2. Cellular services

3. Internet Service Provider (ISP)


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COMPANY PROFILE

AIRTEL

airtel, is a telecommunications company based in India. It is owned by Bharti Airtel Limited.

It operates a GSM network, providing 2G and 3G (in some cities) services. It is the largestcellular service provider in India, with about 155. There are 8 million subscribers as of

January 2011. Airtel is the 3rd largest in-country mobile operator by subscriber base,

behind China Mobile and China Unicom. Airtel is the fifth largest telecom operator in the

world with over 207.8 million subscribers across 19 countries at the end of 2010. Airtel also

offers fixed line services and broadband services. It offers its telecom services under

the Airtel brand and is headed by Sunil Bharti Mittal.

Airtel Telemedia Services & Enterprise Services. The mobile business provides mobile &

fixed wireless services using GSM technology across 23 telecom circles while the Airtel

Telemedia Services business offers broadband & telephone services in 95 cities and hasrecently launched India's best Direct-to-Home (DTH) service, Airtel digital TV. The

Enterprise services provide end-to-end telecom solutions to corporate customers and national

& international long distance services to carriers. All these services are provided under the

Airtel brand.

Subscriber Base

The Airtel subscriber base according to Cellular Operators Association of India (COAI) as of

January 2010 was:

Telecom Circle No. of Subscriber

Metros

Chennai 2,947,870

Delhi 7,657,343

Mumbai 3,365,486
http://en.wikipedia.org/wiki/Telecommunicationshttp://en.wikipedia.org/wiki/Bharti_Airtelhttp://en.wikipedia.org/wiki/GSM_networkhttp://en.wikipedia.org/wiki/2Ghttp://en.wikipedia.org/wiki/3Ghttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/China_Mobilehttp://en.wikipedia.org/wiki/China_Unicomhttp://en.wikipedia.org/wiki/List_of_mobile_network_operatorshttp://en.wikipedia.org/wiki/List_of_mobile_network_operatorshttp://en.wikipedia.org/wiki/Sunil_Bharti_Mittalhttp://en.wikipedia.org/wiki/Chennaihttp://en.wikipedia.org/wiki/Delhihttp://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/Telecommunicationshttp://en.wikipedia.org/wiki/Bharti_Airtelhttp://en.wikipedia.org/wiki/GSM_networkhttp://en.wikipedia.org/wiki/2Ghttp://en.wikipedia.org/wiki/3Ghttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/China_Mobilehttp://en.wikipedia.org/wiki/China_Unicomhttp://en.wikipedia.org/wiki/List_of_mobile_network_operatorshttp://en.wikipedia.org/wiki/List_of_mobile_network_operatorshttp://en.wikipedia.org/wiki/Sunil_Bharti_Mittalhttp://en.wikipedia.org/wiki/Chennaihttp://en.wikipedia.org/wiki/Delhihttp://en.wikipedia.org/wiki/Mumbai


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Kolkata 3,381,473

A Circles

Andhra Pradesh 15,631,323

Gujarat 6,270,078

Karnataka 14,205,136

Maharashtra 8,147,348

Tamil Nadu 9,246,399

TATA DoCoMo

TATA DoCoMo, usually referred to as DoCoMo (not to be confused with NTT Docomo), is

a Tata Teleservices Limited (TTSL) owned cellular service provider on the GSM platform-

arising out of the Tata Group's strategic joint venture with Japanese telecom giant NTT

Docomo in November 2008. Tata Teleservices received a pan-India license to

operate GSM telecom services, under the brand "TATA DoCoMo". Tata Docomo launched

GSM services on 24 June 2009. It first launched in South India and currently operates in 18

of 22 telecom circles. It has licence to operate in Delhi but has not been allocated spectrum

from the Government. Tata Teleservices is the country's fourth largest operator in terms of

wireless subscribers (including both CDMA and GSM), afterBharti Airtel,Reliance

Communications and Vodafone.

Tata DOCOMO offers both prepaid and postpaid GSM cellular phone network in 18 circles.

It has become very popular with its one second pulse especially in semi-urban and rural areas.

They are launching their service from the south of India to central, east and north.

Tata DOCOMO had about 42.34 million users at the end of December 2010.
http://en.wikipedia.org/wiki/Kolkatahttp://en.wikipedia.org/wiki/Andhra_Pradeshhttp://en.wikipedia.org/wiki/Gujarathttp://en.wikipedia.org/wiki/Karnatakahttp://en.wikipedia.org/wiki/Maharashtrahttp://en.wikipedia.org/wiki/Tamil_Naduhttp://en.wikipedia.org/wiki/NTT_Docomohttp://en.wikipedia.org/wiki/Tata_Teleserviceshttp://en.wikipedia.org/wiki/GSMhttp://en.wikipedia.org/wiki/Tata_Grouphttp://en.wikipedia.org/wiki/NTT_Docomohttp://en.wikipedia.org/wiki/NTT_Docomohttp://en.wikipedia.org/wiki/GSMhttp://en.wikipedia.org/wiki/South_Indiahttp://en.wikipedia.org/wiki/Delhihttp://en.wikipedia.org/wiki/Bharti_Airtelhttp://en.wikipedia.org/wiki/Reliance_Communicationshttp://en.wikipedia.org/wiki/Reliance_Communicationshttp://en.wikipedia.org/wiki/Vodafonehttp://en.wikipedia.org/wiki/Prepaidhttp://en.wikipedia.org/wiki/Cellular_phonehttp://en.wikipedia.org/wiki/Kolkatahttp://en.wikipedia.org/wiki/Andhra_Pradeshhttp://en.wikipedia.org/wiki/Gujarathttp://en.wikipedia.org/wiki/Karnatakahttp://en.wikipedia.org/wiki/Maharashtrahttp://en.wikipedia.org/wiki/Tamil_Naduhttp://en.wikipedia.org/wiki/NTT_Docomohttp://en.wikipedia.org/wiki/Tata_Teleserviceshttp://en.wikipedia.org/wiki/GSMhttp://en.wikipedia.org/wiki/Tata_Grouphttp://en.wikipedia.org/wiki/NTT_Docomohttp://en.wikipedia.org/wiki/NTT_Docomohttp://en.wikipedia.org/wiki/GSMhttp://en.wikipedia.org/wiki/South_Indiahttp://en.wikipedia.org/wiki/Delhihttp://en.wikipedia.org/wiki/Bharti_Airtelhttp://en.wikipedia.org/wiki/Reliance_Communicationshttp://en.wikipedia.org/wiki/Reliance_Communicationshttp://en.wikipedia.org/wiki/Vodafonehttp://en.wikipedia.org/wiki/Prepaidhttp://en.wikipedia.org/wiki/Cellular_phone


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On 5 November 2010, Tata DOCOMO became the first private sector telecom company to

launch 3G services in India

VODAFONE

Vodafone Essar, usually referred to simply as VODAFONE, is a cellular

operatorin India that covers 23 telecom circles in India. It was formerly known asHutchison

Essar. It is based in Mumbai. Vodafone Essar is the Indian subsidiary ofVodafone

Group 67% and Essar Group 33%. It is the second largestmobile phone operator in terms of

revenue behind Bharti Airtel, and third largest in terms of customers. The company now has

operations across the country with over 127.36 million customers.

On February 11, 2007, Vodafone agreed to acquire the controlling interest of 67% held by LiKa Shing Holdings in Hutch-Essar for US$11.1 billion, pippingReliance Communications,

Hinduja Group, and Essar Group, which is the owner of the remaining 33%. The whole

company was valued at USD 18.8 billion. The transaction closed on May 8, 2007. Despite the

official name being Vodafone Essar, its products are simply branded Vodafone. It offers

bothprepaid and postpaid GSM cellular phone coverage throughout India with good presence

in the metros.

Vodafone Essar provides 2.75G services based on 900 MHz and 1800 MHz digital GSM

technology, offering voice and data services in 23 of the country's 23 licence areas. It isamong the top three GSM mobile operators of India.
http://en.wikipedia.org/wiki/3Ghttp://en.wikipedia.org/wiki/Mobile_network_operatorhttp://en.wikipedia.org/wiki/Mobile_network_operatorhttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/Vodafone_Grouphttp://en.wikipedia.org/wiki/Vodafone_Grouphttp://en.wikipedia.org/wiki/Essar_Grouphttp://en.wikipedia.org/wiki/Mobile_phonehttp://en.wikipedia.org/wiki/Bharti_Airtelhttp://en.wikipedia.org/wiki/List_of_mobile_network_operators_of_the_Asia_Pacific_region#Indiahttp://en.wikipedia.org/wiki/Vodafonehttp://en.wikipedia.org/wiki/Li_Ka_Shinghttp://en.wikipedia.org/wiki/Li_Ka_Shinghttp://en.wikipedia.org/wiki/Reliance_Communicationshttp://en.wikipedia.org/wiki/USDhttp://en.wikipedia.org/wiki/Prepaidhttp://en.wikipedia.org/wiki/GSMhttp://en.wikipedia.org/wiki/Cellular_phonehttp://en.wikipedia.org/wiki/2.75Ghttp://en.wikipedia.org/wiki/GSMhttp://en.wikipedia.org/wiki/3Ghttp://en.wikipedia.org/wiki/Mobile_network_operatorhttp://en.wikipedia.org/wiki/Mobile_network_operatorhttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/Vodafone_Grouphttp://en.wikipedia.org/wiki/Vodafone_Grouphttp://en.wikipedia.org/wiki/Essar_Grouphttp://en.wikipedia.org/wiki/Mobile_phonehttp://en.wikipedia.org/wiki/Bharti_Airtelhttp://en.wikipedia.org/wiki/List_of_mobile_network_operators_of_the_Asia_Pacific_region#Indiahttp://en.wikipedia.org/wiki/Vodafonehttp://en.wikipedia.org/wiki/Li_Ka_Shinghttp://en.wikipedia.org/wiki/Li_Ka_Shinghttp://en.wikipedia.org/wiki/Reliance_Communicationshttp://en.wikipedia.org/wiki/USDhttp://en.wikipedia.org/wiki/Prepaidhttp://en.wikipedia.org/wiki/GSMhttp://en.wikipedia.org/wiki/Cellular_phonehttp://en.wikipedia.org/wiki/2.75Ghttp://en.wikipedia.org/wiki/GSM


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Vodafone Essar will launch third-generation (3G) services in the country in the January-

March quarter of 2011 and plans to spend up to $500 million within two years on its 3G

networks.

!dea

Idea Cellular, usually referred to as !dea, is a wirelesstelephony company operating in all the 22

telecom circles inIndiabased inMumbai. It is the 3rd largest GSM company in India

behind Airtel and Vodafone and ahead of state run playerBSNL.

Idea's subscriber base as at the end of September 2010 according to the is as follows

Maharashtra and Goa - 10,551,511

Madhya Pradesh and Chhattisgarh - 8,401,422

Andhra Pradesh - 7,075,631 Kerala - 6,002,217

Kolkata - 771,790

Gujarat - 6,000,166

Uttar Pradesh (West) & Uttarakhand - 6,613,009

Delhi - 3,035,326

Haryana - 2,471,611

Uttar Pradesh (East) - 4,423,834

Rajasthan - 2,519,682
http://en.wikipedia.org/wiki/Telephonyhttp://en.wikipedia.org/wiki/Telephonyhttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/Airtelhttp://en.wikipedia.org/wiki/Vodafonehttp://en.wikipedia.org/wiki/BSNLhttp://en.wikipedia.org/wiki/BSNLhttp://en.wikipedia.org/wiki/BSNLhttp://en.wikipedia.org/wiki/Maharashtrahttp://en.wikipedia.org/wiki/Goahttp://en.wikipedia.org/wiki/Madhya_Pradeshhttp://en.wikipedia.org/wiki/Chhattisgarhhttp://en.wikipedia.org/wiki/Andhra_Pradeshhttp://en.wikipedia.org/wiki/Keralahttp://en.wikipedia.org/wiki/Kolkatahttp://en.wikipedia.org/wiki/Gujarathttp://en.wikipedia.org/wiki/Uttar_Pradeshhttp://en.wikipedia.org/wiki/Uttarakhandhttp://en.wikipedia.org/wiki/Delhihttp://en.wikipedia.org/wiki/Haryanahttp://en.wikipedia.org/wiki/Uttar_Pradeshhttp://en.wikipedia.org/wiki/Rajasthanhttp://en.wikipedia.org/wiki/Telephonyhttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/Airtelhttp://en.wikipedia.org/wiki/Vodafonehttp://en.wikipedia.org/wiki/BSNLhttp://en.wikipedia.org/wiki/Maharashtrahttp://en.wikipedia.org/wiki/Goahttp://en.wikipedia.org/wiki/Madhya_Pradeshhttp://en.wikipedia.org/wiki/Chhattisgarhhttp://en.wikipedia.org/wiki/Andhra_Pradeshhttp://en.wikipedia.org/wiki/Keralahttp://en.wikipedia.org/wiki/Kolkatahttp://en.wikipedia.org/wiki/Gujarathttp://en.wikipedia.org/wiki/Uttar_Pradeshhttp://en.wikipedia.org/wiki/Uttarakhandhttp://en.wikipedia.org/wiki/Delhihttp://en.wikipedia.org/wiki/Haryanahttp://en.wikipedia.org/wiki/Uttar_Pradeshhttp://en.wikipedia.org/wiki/Rajasthan


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Himachal Pradesh - 344,923

Mumbai - 1,803,591

Bihar& Jharkhand - 3,738,930

Tamil Nadu & Chennai - 1,201,183 Orissa - 810,952

Punjab (Spice) - 3,759,869

Karnataka (Spice) - 3,121,463

West Bengal - 1,232,607

Assam - 175,362

Jammu & Kashmir- 71,833

North East India except Assam - 86,595

RELIANCE COMMUNICATIONS

Reliance Communication, formerly known as Reliance Infocomm, along with

Reliance Telecom and Flag Telecom, is part of Reliance Communications Ventures

(RCoVL). It is commonly referred to simply as Reliance (although this name is used to refer

to other Reliance Group companies as well) or RCom. Reliance Communications Limited,

founded by Dhirubhai H Ambani (19322002), is the flagship company of the Reliance Anil

Dhirubhai Ambani Group.

It ranks among the top 5 telecommunications companies in the world by number of customers

in a single country. Reliance Communications corporate clientele includes 2,100 Indian

and multinational corporations, and over 800 global, regional and domestic carriers. The

company has established a pan-India, next-generation, integrated (wireless and wireline),

convergent (voice, data and video) digital networkthat is capable of supporting services

spanning the entire communications value chain, covering over 24,000 towns and 600,000

villages. Reliance Communications owns and operates the next-generation IP-enabled

connectivity infrastructure, comprising over 190,000 kilometers offiber optic cable systems

in India, USA, Europe, Middle East and the Asia Pacific region.
http://en.wikipedia.org/wiki/Himachal_Pradeshhttp://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/Biharhttp://en.wikipedia.org/wiki/Jharkhandhttp://en.wikipedia.org/wiki/Tamil_Naduhttp://en.wikipedia.org/wiki/Chennaihttp://en.wikipedia.org/wiki/Orissahttp://en.wikipedia.org/wiki/Punjab_(India)http://en.wikipedia.org/wiki/Karnatakahttp://en.wikipedia.org/wiki/West_Bengalhttp://en.wikipedia.org/wiki/Assamhttp://en.wikipedia.org/wiki/Jammu_%26_Kashmirhttp://en.wikipedia.org/wiki/North_East_Indiahttp://en.wikipedia.org/wiki/Assamhttp://en.wikipedia.org/wiki/Telecommunicationhttp://en.wikipedia.org/wiki/Dhirubhai_Ambanihttp://en.wikipedia.org/wiki/Corporationhttp://en.wikipedia.org/wiki/Multinational_corporationhttp://en.wikipedia.org/wiki/Wirelesshttp://en.wikipedia.org/wiki/Digital_electronicshttp://en.wikipedia.org/wiki/Internet_Protocolhttp://en.wikipedia.org/wiki/Optical_fiberhttp://en.wikipedia.org/wiki/Himachal_Pradeshhttp://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/Biharhttp://en.wikipedia.org/wiki/Jharkhandhttp://en.wikipedia.org/wiki/Tamil_Naduhttp://en.wikipedia.org/wiki/Chennaihttp://en.wikipedia.org/wiki/Orissahttp://en.wikipedia.org/wiki/Punjab_(India)http://en.wikipedia.org/wiki/Karnatakahttp://en.wikipedia.org/wiki/West_Bengalhttp://en.wikipedia.org/wiki/Assamhttp://en.wikipedia.org/wiki/Jammu_%26_Kashmirhttp://en.wikipedia.org/wiki/North_East_Indiahttp://en.wikipedia.org/wiki/Assamhttp://en.wikipedia.org/wiki/Telecommunicationhttp://en.wikipedia.org/wiki/Dhirubhai_Ambanihttp://en.wikipedia.org/wiki/Corporationhttp://en.wikipedia.org/wiki/Multinational_corporationhttp://en.wikipedia.org/wiki/Wirelesshttp://en.wikipedia.org/wiki/Digital_electronicshttp://en.wikipedia.org/wiki/Internet_Protocolhttp://en.wikipedia.org/wiki/Optical_fiber


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Bharat Sanchar Nigam Limited (BSNL)

Bharat Sanchar Nigam Limited is a state-owned telecommunications company headquartered in New

Delhi, India. BSNL is one of the largest Indian cellular service providers, with over 83.6 million

subscribers as of January 2011, and the largest land linetelephone provider in India. However, in

recent years the company's revenue and profit plunged into heavy losses due to intense competition

in the Indian telecommunications sector.

BSNL is India's oldest and largest communication service provider (CSP). It had a customer base of

90 million as of June 2008.[6]It has footprints throughout India except for the metropolitan cities

ofMumbai and New Delhi, which are managed by Mahanagar Telephone Nigam Limited (MTNL). As

of June 30, 2010, BSNL had a customer base of 27.45 million wireline and 72.69 million wireless

subscribers
http://en.wikipedia.org/wiki/State-ownedhttp://en.wikipedia.org/wiki/Telecommunicationshttp://en.wikipedia.org/wiki/New_Delhihttp://en.wikipedia.org/wiki/New_Delhihttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Cellular_phonehttp://en.wikipedia.org/wiki/Land_linehttp://en.wikipedia.org/wiki/BSNL#cite_note-5http://en.wikipedia.org/wiki/BSNL#cite_note-5http://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/New_Delhihttp://en.wikipedia.org/wiki/Mahanagar_Telephone_Nigamhttp://en.wikipedia.org/wiki/State-ownedhttp://en.wikipedia.org/wiki/Telecommunicationshttp://en.wikipedia.org/wiki/New_Delhihttp://en.wikipedia.org/wiki/New_Delhihttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Cellular_phonehttp://en.wikipedia.org/wiki/Land_linehttp://en.wikipedia.org/wiki/BSNL#cite_note-5http://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/New_Delhihttp://en.wikipedia.org/wiki/Mahanagar_Telephone_Nigam


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RESEARCH OBJECTIVES

Scope of study: The scope is limited to Banglore region only

Objectives of the study: This project aims at studying the present market scenario.The major

players in the market today are Airtel, Vodafone,Bsnl, Tata Dococmo, ,Reliance,Idea.

The companies want to capture the market study concerns with evaluating fast developing

area and so all the service providers were taken to measure the satisfaction of customer

The main objectives of the study are:

1. Service providers in the market which are not reaching the customer.

2. To study the customer satisfaction towards mobile service providers.

3. To study and identify how the customers are benefited.

4. To evaluate the major service provider satisfied the customer.

5. To assess the needs, requirements and expectations of the customers in order to

assess their current satisfaction levels.6. To know the attitude, enthusiasm regarding the service provided to customers.

7. To understand the performance of different brands in the market on various

parameters like product quality, performance of the customer relationship officer

(CRO), service quality, range and selection of products available.

8. To understand the mentality of customers toward Mobile number portability and which is

the most preferred service.


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LIMITATIONS OF THE STUDY

Carrying the survey was a general learning experience for us but we also faced some

problems, which are listed here:

The market of Telecommunication is too vast and it is not possible to cover each and

every dealer, manufacturer and seller in the available short span of time.

Generally the respondents were busy in their work and were not interested in

responding rightly.

Respondents were reluctant to discover complete and correct information about

themselves and their organization.

Most respondents were not maintaining proper knowledge of various services

provided by their company, so they were unable to provide exact information.

Most of the respondents dont want to disclose the information about the various other

companies which they have experienced before.

Some of the respondents were using the service first time of their company and they

were not able to properly differentiate among their product.


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RESEARCH METHODOLOGY

SURVEY DESIGN:

The study is a cross sectional study because the data were collected at a single point of time.

For the purpose of present study a related sample of population was selected on the basis of

convenience.

SAMPLE SIZE AND DESIGN:

A sample of 45 people was taken on the basis of convenience.

RESEARCH PERIOD:

Research work is only carried for 3 weeks.

RESEARCH INSTRUMENT:

This work is carried out through self-administered questionnaires. The questions included

were open-ended, dichotomous and offered multiple choices.

DATA COLLECTION:

The data, which is collected for the purpose of study.

Primary Source: The data has been collected directly from respondent with the help of

structured questionnaires.

Secondary Source: The secondary data was collected from internet.

DATA ANALYSIS:

The data is analyzed on the basis of suitable tables by using mathematical techniques. The

technique that we have used is bar graphs, pie charts etc.


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DATA ANALYSIS AND INTERPRETATION

Customer satisifaction: Gap b/w Consumer Expectations and Companies Performance

of Telecommunication

RESPONDENTS

Male 23

Female 22

The respondents consisted of both male and female from all the strata and sections of the

society. The major chunks belonged to the 20 30 age groups and were mainly students. The

next slab consisted of people from the section who were more than 30 years of old. They

were mostly businessmen and office goers. The people who were above 50 showed interest

in keeping a landline and also were loyal customers to BSNL.


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1. Which mobile service provider are you using at the moment?

Docomo 17

Airtel 8Vodafone 9

Idea 3

Reliance 2

BSNL 6

OTHERS 1

During the analysis we found that a major chunk of the respondents chose TATA DOCOMO

owing to the cheaper call plans and free message options. Though it is a new comer, it

showed a very good growth. UNINOR set foot in India along with DOCOMO, but it couldntmake it big. The next in line were AIRTEL and VODAFONE. The respondents who used

AIRTEL informed that it was because of the good signal strength and better reception that

they are still with AIRTEL. VODAFONE stood third and it was a surprise to know that all

the Vodafone customers were ex-HUTCH customers and they chose to remain with it. BSNL

was an all time favourite or the above 50 age group.


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2. How long have you been using your service provider? .

YEARS NUMBER OF

RESPONDENTS

00 - 01 1701 - 02 09

02 - 03 05

03 - 04 14

While studying

the

questionnaire,

we found out

that the

businessmen,


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A good deal of the respondents were aware of the Mobile Number Portability(MNP). MNP is

the latest feature offered to customers where they can change their service provider and retain

their old number. Karnataka and Gujarat stood first in MNP.

5. If Mobile Number Portability is implemented, will you choose another service

provider? Please tick the appropriate box.

YES 23

NO 22


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Half of the respondents wanted a change of the service provider. The problems they

mentioned were

High Call charges

Roaming charges

Incorrect billing Information

Voice quality

Customer care

Schemes

However, the other half were happy with the way things were. A quarter of this section was

not aware about MNP.

6. If yes, then which among these would be your first preference? Please DO NOT tick

your present service providers name.

Tata Docomo 8

Airtel 5Vodafone 4

Idea 1

Reliance 1

BSNL 3

OTHERS 1


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A little above half of the respondents wanted a change in the service provider. It was

surprising to know the way TATA DOCOMO has carved a niche in the minds of the

customers. TATA DOCOMO stood to be the most preferred service provider. Next in line

was AIRTEL with customers choosing over It because of the clarity and greater reception.

However the high call charges remained a dampner. Most of the customers who wanted a

change were VODAFONE users. However there were still few customers who wanted to use

VODAFONE.

7. What find of expectation do you have from your service provider?

o Price

o Voice Quality

o Network

o Good services


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There is more room for data analysis but the rest of the part is beyond the scope of thisproject report According to the results, the most important determinant for consumers areprice and sacrifice perception (monetary and non-monetary sacrifice), which inperception. These are periodical fixed cost, minute or traffic charge and opening costwhen purchasing mobile phone. The results indicate that the minute charge is the most

influential factor when a customer assesses to purchase. The second most important factoris the periodical fixed cost and another factor is the opening cost. These indicate, notsurprisingly, that communication firms need to deeply consider. Also, this indicates that alot of effort must be put in the pricing strategy.

Quality of service and the ability to attract and retain customers dictate the success orfailure of next-generation communications service providers. In todays competitiveenvironment, customers are quick to abandon services that do not meet expectations.The ease with which customers can switch from their current service to another,demands that providers deliver the highest possible levels of service quality andperformance. To be successful, communications service providers must deliver

positive customer experiences with rich, value-added services supported bycomprehensive service quality management. To this effect-Mobile services hasexperienced the negative attributes of not being customer focused and realizes thatquality is an attribute that creates customer satisfaction profitably. Therefore qualitymust be fused with all resources channeled towards their customers

BIBLIOGRAPHY

REFERANCES

1. Jallet, Frederic, Yield management, Dynamic pricing and CRM in

telecommunications,

(www.emeraldinsight.com)

2. Debnath, Roma Mitra, Benchmarking telecommunication service in India, 2008.

(www.emeraldinsight.com)3. Kalwani, Banumathy, Consumers Attitude towards Cell phone Services, 2006
http://www.emeraldinsight.com/http://www.emeraldinsight.com/


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4. Kumar, Kaliyamoorthy, Influence of Demographic Variables on Marketing

Strategies in the Competitive Scenario, 2007

5. Seth et, Etal, Managing the Customer Perceived Service Quality for Cellular Mobile

Telephone: an Empirical Investigation, 20086. Bhatt, Andre, A Study of Mobile Phone Usage Among the Post Graduate Students,

2008

7. Chris, Kambitsis, Telecom advertising in print media, 2003

Journal

The Indian Telecom Industry, IIM Calutta, Vatsal Goyal, 2007

Investment Surge in the Indian Telecom Space, Times Global, Issue 2, 2008

A multiple-perspective model for technology assessment, vol 3, 2008

The marketing of 3G, Vol 21, no. 6, 2003

Books

Zeithaml, Valarie (2008), Service Marketing, 4th Ed. New Delhi: Tata McGraw Hill

Publishing Company Lmt.

1.6 ANNEXURE

QUESTIONNAIRE

Name : Profession:

Age: City:

Gender:

Dear Respondent,

We appreciate the valuable time you have taken out in filling up this questionnaire. It forms

an essential part of our study on telecom industry and your contribution is most valued.

8. Which mobile service provider are you using at the moment?


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14. Rate the following attributes of your service provider.

Very good Good Average Bad Very Bad

a. Customer care

b. Per call charges

i. Local

ii. STD

iii. ISD

c. MessageService

d. Network

e. Schemes

f. Talk time and

Validityg. Value AddedServices

h. Billing System

i. Voice Clarity

15. Measurement of dissatisfaction. Please tick the appropriate box.

Strongly

Agree

Agree Neutral Disagree Strongly

Disagree

The costs associated with my service

provider are higher than those of other

similar providers

I am dissatisfied with the services provided

to me by my service provider

The network coverage of my service

provider in my area is substandard compared

to competitors

My service provider does not have enough

retail outlets in my neighbourhood

I have received negative feedback about my

service provider from my acquaintances

16. What find of expectation do you have from your service provider?

o Price

o Voice Quality

o Network

o Good services


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Thank you for your co-operation .

telecom live project

Documents