a project report on comprative study of vodafone & aitel telecom services
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A
SEMESTER PROJECT REPORT
ON
COMPARATIVE STUDY OF VODAFONE ANDAIRTEL TELECOM SERVICES
For the partial fulfillment of the degree of Master of Business Administration
GUIDED BY
Mr. Fawad Ali Khan
Department Of Business ManagementFACULTY OF MANAGEMENT AND RESEARCH
SUBMITTED BY
Mohd Ismail Khan
MBA (MARKETING)
Roll No. 1000122064
M.B.A First Year
SESSION 2010-2011
INTEGRAL UNIVERSITY,
. Kursi Road, Lucknow
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FACULTY OF BUSINESS MANAGEMENT
INTEGRAL UNIVERSITY
Dasauli, Kursi road Lucknow:226026
CERTIFICATE
This is to certify That Mr. Mohd Ismail Khan, a student ofMBA 1stYear has
completed the project report on COMPARATIVE STUDY OF VODAFONE
AND AIRTEL TELECOM SERVICES under my guidance and
supervision.
The behavior of the student was found to be highly appreciable and satisfactory.
I wish him/her all the best for his/her future.
Supervisor
(Mr.Fawad Ali Khan)
Facculty of Business Management
Integral University,Lucknow
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ACKNOWLEDGEMENT
Accomplishment of tasks and objective is achieved by guidance and
blessings of elders, teachers, nears and dears and of course by the
grace of Almighty. It is a great opportunity for me to register my
acknowledgements to all of them.
It has been a profound privilege for me to have an opportunity to
work under Mr. Fawad Ali Khan Faculty of Management &
Research .
I wish to Acknowledge my deep sense of gratitude to all, faculty
of MBA Department for accomplishment of this project report
as well as for every sphere pertaining to successful completion of this
course.
Finally, I pay my regards to all, who directly or indirectly helped
in collection, compilation, editing and other related works for
accomplishment of this project study.
Thanking You,
With Sincere Regards
Mohd Ismail
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CONTENTS:-
Serial No. Page No.
1. Introduction 1-11
2. Executive Summary 12-15
3. Company Profile 16-36
Airtel 17-28
Vodafone 29-36
4. Objective of study 37-38
5. Research methodology 39-45
6. Data Analysis 46-58
7. Findings 59
8. Limitations 60
9. Conclusion 61-62
10. Recommendations 63-64
11. Annexure 65-68
12. Bibliography 69-70
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1910:The first car-telephone
1924: The first car-mounted radio-telephone
1937: Early conventional radio-telephone development
The modern era begins
1946: The first commercial American radio-telephone service
1947: Cellular systems first discussed
1948: The first automatic radio telephone service
1969: The first cellular radio system
1973: The Father of the cell phone
1978: First generation analog cellular systems begin
1980: Growth of Japanese cellular development
1981: NMT -- the first multinational cellular system
1982: The rise of GSM
1990: North America goes digital: IS-54
Trends in Mobile Communications
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The growth and penetration of sophisticated digital
communication systems, infrastructures, and services, has been
increasing constantly over the last decade. Examples of these
services are the Internet, electronic mail, multimedia, pagers,
PDA's, and mobile telephony. From marginal penetration 15
years ago, these systems and services are becoming a commodity
in both professional and consumer markets worldwide. The
developments in these fields are still going strong. In particular,
rapid advances - both in technology and services - can currently
be observed in wireless and mobile systems that support the
communication of different media, such as data, speech, audio,
video and control.
Current wireless network and mobile phone services roll-out
is centered around four available technologies, namely WAP,
UMTS, Bluetooth, and mobile positioning systems. The wireless
application protocol (WAP), initially carried by second generation
GSM and in the future by third generation UMTS wireless
networks, will turn the mobile phone into a networked smart-
phone capable of low to medium data rate Internet
functionalities. Bluetooth will allow for short-range data
communication between consumer appliances in a domestic
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environment. Positioning systems will become integral part of
mobile phones such that services can be made dependent on the
location of the user in the network.
When projecting the progress in mobile networks and
services into the future, three developments are of importance. In
the first place, we can observe that more and more mobile phone-
like devices start to include accessories such as a small
keyboard, a display, and a speech interface. Such communication
and information-oriented systems are emerging as hybrids
between the mobile phone and the wireless laptop personal
computer. With higher bit rates supporting more advanced
services, the integration of the personal computer and personal
communication devices will be pushed even further.
In the second place, we observe that computing resources
are becoming ubiquitously - that is everywhere and at all time -
available. We will soon live in an environment that supports us
by providing ubiquitous Computing for a wide variety of tasks
and services. Daily life consumables, durable products and
services already contain an ever-increasing number of sensors,
actuators, processing units, and (embedded) software. The
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personal computer has entered daily life as a necessary
commodity, and the development of sophisticated communication
systems in today's society relies heavily on the availability of
computation resources.
Finally, we observe that communication and computing is
becoming increasingly personal. The device (and therefore the
user) is always on-line, the user is identifiable, the device can be
personalized, and the system knows about the users position.
Cellular Mobile Pricing Structures and Trends
Successful growth and diffusion of mobile communication
services is focusing greater attention on how mobile relates to
fixed networks. Accordingly, it is necessary for regulatory
authorities to review current frameworks in those instances
where regulation might impede the offering of certain pricing
structures, such as calling party pays. This issue is critical in
putting fixed and mobile networks on an equal footing, so the
potential for competition between networks can be exploited.
http://www.oecd.org/dataoecd/54/42/2538118.pdfhttp://www.oecd.org/dataoecd/54/42/2538118.pdf -
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Testing the demand for new pricing structures can be left to the
market. Successful growth and diffusion of mobile
communication services is focusing greater attention on how
mobile communication relates to the Internet and electronic
commerce. This report reviews and benchmarks the pricing of
emerging services such as short message services. These services
are the harbingers of? third generation? information services over
mobile networks, and policy makers need to review current
regulatory frameworks to enhance pricing innovation and
competition in the provision of these services.
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Individual customizationAn important trend in our society is agility or mass
individualization. Consumer behavior is much more volatile,
much less predictable and increasingly concerned with instant
gratification. The expectation is that in due course this trend
towards individualization will become a more important factor in
the emerging markets too, particularly in the urban areas. As
well as setting quality standards for products, this attitude also
demands delivery at the right time and in the right place. At any
moment, wherever the consumer may be, it has to be possible to
satisfy his or her requirements; it is a question of the consumer
as a "moving target" and how we can increase our chances of
"scoring a hit".
In modern thinking about categories of consumers, every
consumer has something of this instant consumer in his or her
make-up, alongside other possible descriptions, such as
"rational", "social" and "responsible". What's more, this can vary
according to the product category. One moment, moreover, this
instant consumer will be demanding products on the basis of
flavor, convenience or cheapness, and in the next breath will be
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voicing concerns about the environment, animal welfare or his or
her own health. The likelihood is that in the long term health, the
environment and animal welfare will be significant factors in the
concept of quality, as safety already is.
Changes in consumption patterns are an important factor in
this development. While the retail trade is evolving from
supermarket to household service provider in response to mass
individualization, consumers are increasingly also obtaining their
food through other outlets: company canteens, take-away meals,
snack bars, old people's homes etc. "Young couples" in Europe
are rapidly moving towards the situation that already exists in
the United States, where 50% of the food consumed is prepared
outside the home. This places different demands on products in
terms of keeping qualities (shelf life), convenience and
presentation.
Consumer-driven technology development
These trends in the market and among consumers generate
a demand for a more differentiated and more rapidly changing
product range and also call for a different approach to technology
development (dedicated production systems). In the future there
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will have to be product development that takes the dynamic of
the market and the divergent wishes of the consumers as its
starting point and uses the technologies of the future:
biotechnology, separations technology, sensor technology and
modern information technology (IT). To achieve this, product
development will have to be tackled in a more structured way,
and knowledge deriving from different areas of research will have
to be integrated more effectively. The development of sensor
technology in the agro sector, for instance, requires the
integration of materials technology, biotechnology and process
technology. New scientific developments also provide interfaces
through which the sector may respond to wishes relating to
health: both the information about genetic aspects and the new
insights into bioactive components - substances that, in low
concentrations, affect human health - offer interesting prospects
of made-to-measure food!
In the future, "made-to-measure food" will also mean "food
produced in a way that the public finds socially acceptable". Such
aspects as the environment, animal welfare etc. will play a major
role. This will have to be specifically taken into account in the
development of technology.
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From chains to flexible networks
As well as imposing requirements in terms of technology
development, trends such as mass individualization call for a
responsive answer to a sharply fluctuating market demand. This
places considerable demands on the organization of agricultural
production chains. The full vertical integration of links in a chain
can mean a loss of flexibility. It would appear to be more efficient
to opt for a continuation of the development of the chain concept;
leading to responsive networks that combine the advantage of co-
ordination with the flexibility of more loosely linked
organizations. These independent organizations work closely
together in the flow of goods along the chain in order to achieve
the desired "customer value" at the lowest possible cost.
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EXECUTIVE SUMMARY
Profile of: Mr. Sunil Mittal, Executive Director and Chief
Executive Officer Airtel Mobile Communications Ltd.
Mr. Rajan Swaroop is a qualified professional with over 21 years
of working experience in Automotive, Telecom and IT industries.
Mr. Swaroop is a graduate of Mechanical Engineering from IIT
Delhi and Post Graduate in Management from Indian Institute of
Management, Ahmedabad.
In the last 9 years in Escorts, he has handled various roles
including Head of Strategic Planning and Investment at
Corporate Office. He was the Director & CEO of Telecom
Equipment manufacturing company, Escorts Communications
Limited and currently as CEO of a set of Internet Services
Companies - Airtel Limited.
Whilst in the strategy role, Mr Swaroop was involved in
setting up of Airtel; in Escorts Communication, he was involved
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in a turn around; whilst in Airtel, four new businesses were set
up.
Prior to Escorts, Mr Swaroop spent six years in
operating roles with automotive and light engineering company
like MICO (subsidiary of Robert-Bosch) and Metal Box. Another
six years was spent in the IT Industry with Computer Point,
where he was responsible for business development, marketing
and subsequently, as a profit center head.
During these years, he has also been associated with
education exchange programs with international business
schools such as Kellogg's Business School, North Western
University and Georgetown University, New York.
He is interested in reading, gardening, listening to
music etc. His wife, Poonam has been in advertising and
marketing field for 15 years with leading advertising companies
and currently involved in supporting some social service
organisations.
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Profile of: Mr. Rajan Dutta, Chief of HR & TQM
Mr. Rajan Dutta is an Economics Honours Graduate and an
MBA. He has also done Post Graduate Diploma in HRD from
Ahmedabad and in Training & Development from ISTD, Delhi. A
specialist Trainer, Job Evaluator & Total Quality Management
facilitator, Mr. Dutta has successfully introduced and
implemented some of the HR & TQM interventions in
organizations and professional bodies that he has been
associated with.
He has held senior level positions during his last 20 years
of work in companies like Vam Organics, Modi Xerox and RPG
Group where he was the Group Vice-President-HR
He is currently the Chief of HR & TQM in Airtel Mobile
Communications Ltd. Mr. Dutta is the Chairman of National
Centre for Quality Management (NCQM) Delhi, Executive
Committee Member of Delhi Management Association. He was the
past President of National HRD Network-Delhi and currently the
Board Member of HRD Network, National Chapter. He is also a
member and speaker to various HRD Committees like CII, FICCI,
ASSOCHAM, AIMA and several other professional and
educational institutions in India and abroad.
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AIRTEL
Airtel comes to you from Bharti Cellular Limited - a part of
the biggest private integrated telecom conglomerate, Bharti
Enterprises.
Bharti provides a range of telecom services, which include
Cellular, Basic, Internet and recently introduced National Long
Distance. Bharti also manufactures and exports telephone
terminals and cordless phones. Apart from being the largest
manufacturer of telephone instruments in India, it is also the
first company to export its products to the USA. Bharti is the
leading cellular service provider, with a footprint in 15 states
covering all four metros and more than 7 million satisfied
customers.
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VISION:
To make mobile communications a way of life and be the
customers' first choice.
MISSION:
We will meet the mobile communication needs of our customers
through:
Error- free service delivery
Innovative products and services
Cost efficiency
Unified Messaging Solutions
CORE VALUE:
We will delight our customer with our simplicity, speed &
innovation.
We will honours our commitment.
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We will follow the highest standard of professional integrity
& behaviour.
We will respect individual, build winning teams and lead by
example.
We will create a fun filled and friendly workplace.
Airtel Mobile Communications Limited
Bharti Tele-Ventures Limited was incorporated on July 7,
1995 for promoting investments in telecommunications services.
Its subsidiaries operate telecom services across India. Bharti
Tele-Ventures is India's leading private sector provider of
telecommunications services based on a strong customer base
consisting of 7.42 million total customers, which constitute, 6.76
million mobile and 657,000 fixed line customers, as of April 30,
2004.
Bharti Tele-Ventures vision for its mobile business is To
make mobile communications a way of life and be the
customers first choice.
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The mission is to meet the mobile communication needs of the
customer through 1) error free service 2) Innovative products and
services and 3) cost efficiency. The Companys strategic objective
is to consolidate its leadership position amongst the mobile
service providers in India.
The Indian mobile market, according to the COAI, has increased
from approximately 1.2 million subscribers as of March 31, 1999
to approximately 29.21 million subscribers as of June 30, 2004.
Despite this rapid growth, the mobile penetration rate in India, at
approximately 2.8% as of June 30, 2004, is significantly lower
than the average mobile penetration rate in other Asian and
international markets.
The number of mobile subscribers in India is expected to show
rapid growth over the next four years. By 2006 it is projected at
50 million by COAI and 44 million by Gartner.
Bharti Tele-Ventures believes that the demand for mobile services
in India will continue to grow rapidly as a result of the following
factors:
Lower tariffs and handset prices over time;
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Growth in pre-paid customer category;
Greater economic growth and continued development
of India's economy;
Higher quality mobile networks and services; and
Greater variety and usage of value added services.
Bharti Tele-Ventures, through its subsidiary has the licenses to
provide GSM services in all the twenty-two telecom circles in
India. It proposes to consolidate all its subsidiaries providing
mobile services under Bharti Cellular Limited.
As of June 30, 2004, approximately 92% of India's total mobile
subscriber market resided in the Company's sixteen mobile
circles, which collectively covered only 56% of India's land mass.
MOBILE STRATEGY
Capture maximum telecommunications revenue potential with
minimum geographical coverage to maximise its revenues and
margins.
Build high quality mobile networks by deploying state-of-
the-art technology to offer superior services.
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Use the experience it has gained from operating its existing
mobile networks to develop and operate other mobile
networks in India and to share the expertise across all of its
existing and new circles.
Attract and retain high revenue generating customers by
providing competitive tariffs, offering high quality customer
support, proactive retention programs and roaming
packages across all of its mobile circles.
Provide affordable tariff plans to suit each segment of the
market with a view to expand the reach, thereby increasing
the mobile customer base rapidly.
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Some services which we are providing:-
SMS
Astrology
Music Messaging
Ring tones
Dial-a-Ring tone
Logos
Blinking SMS
Flash SMS
Jokes
Love Logos
Caller Line
Identification
Voice Mail
Itemised Billing
Inquiry Services
Picture Messages
Yahoo Dating
Yahoo! Mail
Yahoo Messenger
Group Messaging
Mobile Banking
News Updates
http://sms.htm/http://sms.htm/http://astro.htm/http://astro.htm/http://musicmessaging.htm/http://musicmessaging.htm/http://ring.htm/http://ring.htm/http://dialring.htm/http://dialring.htm/http://logo.htm/http://logo.htm/http://blinksms.htm/http://blinksms.htm/http://flash.htm/http://flash.htm/http://jokes.htm/http://jokes.htm/http://lovelogo.htm/http://lovelogo.htm/http://cli.htm/http://cli.htm/http://cli.htm/http://cli.htm/http://cli.htm/http://voicemail.htm/http://voicemail.htm/http://ibilling.htm/http://ibilling.htm/http://inquiry.htm/http://inquiry.htm/http://picture.htm/http://picture.htm/http://ydating.htm/http://ydating.htm/http://yahoomail.htm/http://yahoomail.htm/http://yahoo.htm/http://yahoo.htm/http://groupmessaging.htm/http://groupmessaging.htm/http://cellbanking.htm/http://cellbanking.htm/http://news.htm/http://news.htm/http://news.htm/http://cellbanking.htm/http://groupmessaging.htm/http://yahoo.htm/http://yahoomail.htm/http://ydating.htm/http://picture.htm/http://inquiry.htm/http://ibilling.htm/http://voicemail.htm/http://cli.htm/http://cli.htm/http://lovelogo.htm/http://jokes.htm/http://flash.htm/http://blinksms.htm/http://logo.htm/http://dialring.htm/http://ring.htm/http://musicmessaging.htm/http://astro.htm/http://sms.htm/ -
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COMPANYS PLANS
PREPAID PLANS
Think over for if one of these represents you, we have a
solution for you. Start thinking prepaid is our advise!
So what exactly is this prepaid! It is simply a way of going
cellular by paying for the talk time in advance. For e.g. if you feel
that you need Rs. 300 worth of talk time for a month, you can
buy a recharge coupon which gives you that much talk time on
your cell phone. Once that money gets exhausted you can buy
another recharge coupon for the same or different denomination
depending on your future need.
Prepaid allows you to be in control of your cellular expenses
even while you are spending. You will be surprised that today In
India, Prepaid connections account for almost 60 to 70 percent of
the total new entrants into cellular telephony. Thats because
almost every one of us wants to be in control of our cellular
expense.
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ADVANTAGES OF PREPAID
Some of the many advantages that you enjoy with Airtel Pre-
Paid...
Total Cost Control
Enjoy the liberty of total cost control with your Airtel Pre-paid!
Re-charge as much as you feel the need to! Now that's what we
call complete freedom!
No Rentals
Buy an Airtel prepaid card without having to pay any rentals!
No deposits
Your Airtel prepaid card comes without you having to pay
heafty deposits!
STD/ISD facility till the last rupee
Now experience complete freedom like never before with Airtel!
Our STD/ISD facility allows you to make long distance calls in
India and Overseas from your cellular phone!
Instant Balance Inquiry
Check your talk-time instantly by calling our toll-free number!
60 second pulse
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Airtel provides you with a 60-second pulse rate! Freedom for
you to experience like never before!
Instant Recharge
Avail of instant recharge on your Airtel prepaid card with just
a few simple steps!
24-hour recharge facility
With our round-the-clock recharge facility, recharge you Airtel
prepaid card anytime, anywhere!
Caller Line Identification
Call Line Identification gives you the power to know the phone
number of the calling party even before you answer the call,
thus giving you the choice to either reject or take the call. It
provides the added advantage of saving the incoming number
directly in the Handset Phone Book. So that the next time you
want to call the same person, you don't need to retype his
number, simply use your phone book.
Call Divert, Call Hold and Call Wait
Avail of special services like call waiting, call hold and call
divertall with your Airtel prepaid card!
Short Messaging Service (SMS)
With Airtels Short Messaging Service (SMS), send messages
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and jokes to your friends and colleagues, anytime anywhere!
SMS based Information Services
With Airtel's SMS based information services; you can get up
to-the-minute cricket scores, order flowers as well as send
couriers or check your daily horoscope!
Voice Mail service
Voice Mail lets you receive messages even when your handset
is switched off or when you are outside the coverage area. You
can listen to your messages whenever you feel like, from
anywhere in the world. Voice Mail can store up to 75
messages, with each message of two-minute duration.
POST PAID PLANSAirtel welcomes you to a vibrant world of unlimited
opportunities. More exciting, innovative yet simple new ways to
communicate, just when you want to, not just through words but
ideas, emotions and feelings. To give you the unlimited freedom
to reach out to your special people in your special way.
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CUSTOMER CARE
Do you need any clarifications on your bills? Do you
have any feedback or query on our Products & services? You can
call us, send us an E-mail or meet us in person. We shall be glad
to help you out in every possible way.
CONTACT US BY PHONE
If you are on Airtel, just call us on 121 your Airtel Prepaid
phone.
If you are on Airtel postpaid, just call us on 9897012345 or
toll free 121 from your Airtel Postpaid phone.
These toll free numbers however, cannot be dialed when you
are roaming.
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Vodafone
Vodafone Essar in India is a subsidiary of Vodafone Group Plc and commenced
operations in 1994 when its predecessor Hutchison Telecom acquired the
cellular license for Mumbai. Vodafone Essar now has operations in 22 circles
with over 63.34 million customers*.
Over the years, Vodafone Essar, under the Hutch brand, has been named the
Most Respected Telecom Company, the Best Mobile Service in the country
and the Most Creative and Most Effective Advertiser of the Year.
Vodafone is the worlds leading international mobile communications company.
It currently has equity interests in 27 countries across 5 continents and 40
partner networks with over 289 million proportionate customers worldwide. Vo
dafone has partnered with the Essar Group as its principal joint venture partner
for the Indian market.
Essar Global Limited (EGL) is a diversified business group spanning the
manufacturing and services sectors of Steel, Energy, Power, Communications,
Shipping & Logistics, and Projects. The group has operations and investments
in India, Canada, USA, Africa, the Middle East, the Caribbean and South East
Asia and employs 30,000 people worldwide
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VISION:
To make mobile communications a way of life and be the
customers' first choice.
To make effective services for multimedia phone .
MISSION:
We will meet the mobile communication needs of our customers
through:
Error- free service delivery
Innovative products and services
Cost efficiency
Unified Messaging Solutions
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Some services which we are providing:-
SMS
Astrology
Music Messaging
Ring tones
Dial-a-Ring tone
Logos
Blinking SMS
Flash SMS
Jokes
Love Logos
Caller Line
Identification
Voice Mail
Itemised Billing
Inquiry Services
Picture Messages
Yahoo Dating
Yahoo! Mail
Yahoo Messenger
Group Messaging
Mobile Banking
News Updates
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COMPANYS PLANS
PREPAID PLANS
Think over for if one of these represents you, we have a
solution for you. Start thinking prepaid is our advise!
Prepaid allows you to be in control of your cellular expenses
even while you are spending. You will be surprised that today In
India, Prepaid connections account for almost 60 to 70 percent of
the total new entrants into cellular telephony. Thats because
almost every one of us wants to be in control of our cellular
expense.
ADVANTAGES OF PREPAID
Some of the many advantages that you enjoy with Vodafone Pre-Paid...
Total Cost Control
Enjoy the liberty of total cost control with your Airtel Pre-paid! Re-charge as
much as you feel the need to! Now that's what we call complete freedom!
No Rentals
Buy a Vodafone prepaid card without having to pay any rentals!
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No deposits
Your Vodafone prepaid card comes without you having to pay heafty deposits!
World calling card
To provide facilities for the calling on the basis of one call in minute in the our
country or across the country.
STD/ISD facility till the last rupee
Now experience complete freedom like never before with Airtel! Our STD/ISD
facility allows you to make long distance calls in India and Overseas from your
cellular phone!
Internet connectivity
Vodafone provide internet surfing and downloading facilities.
Instant Balance Inquiry
Check your talk-time instantly by calling our toll-free number!
60 second pulse
Vodafone provides you with a 60-second pulse rate! Freedom for you to
experience like never before!
Instant Recharge
Avail of instant recharge on your Vodafone prepaid card with just a few simple
steps!
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24-hour recharge facility
With our round-the-clock recharge facility, recharge you Airtel prepaid card
anytime, anywhere!
Credit balance
Vodafone provide 10 Rs credit .
Caller Line Identification
Call Line Identification gives you the power to know the phone number of the
calling party even before you answer the call, thus giving you the choice to
either reject or take the call. It provides the added advantage of saving the
incoming number directly in the Handset Phone Book. So that the next time you
want to call the same person, you don't need to retype his number, simply use
your phone book.
Call Divert, Call Hold and Call Wait
Avail of special services like call waiting, call hold and call divertall with
your Vodafone prepaid card!
Short Messaging Service (SMS)
With Vodafone Short Messaging Service (SMS), send messages and jokes to
your friends and colleagues, anytime anywhere!
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Voice Mail service
Voice Mail lets you receive messages even when your handset is switched off or
when you are outside the coverage area. You can listen to your messages
whenever you feel like, from anywhere in the world. Voice Mail can store up to
75 messages, with each message of two-minute duration.
POST PAID PLANS
Vodafone welcomes you to a vibrant world of unlimited opportunities.
More exciting innovative yet simple new ways to communicate, just when you
want to, not just through words but ideas, emotions and feelings.
CUSTOMER CARE
Do you need any clarifications on your bills? Do you have any feedback
or query on our Products & services? You can call us, send us an E-mail or meet
us in person. We shall be glad to help you out in every possible way.
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OBJECTIVES OF THE STUDY
To study the consumer trends in telecommunication sector.
To study consumer decision-making & preferences.
To study marketing strategies adopted by Airtel.
To study the level of customer satisfaction in Airtel.
To study the market potential.
To study customer purchase decision behaviour.
To understand the needs of different consumer segments.
Comparative study of different mobile companies.
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RESEARCH METHODOLOGY:An Introduction
Meaning of research
Research in common parlance refers to a search
for knowledge. One can also define research as a scientific and systematic
search for pertinent information as a specific topic. In fact, research is an
are of scientific investigation. The Advanced Learners Dictionary of Current
English lays down the meaning of research as a careful investigation or
inquiry specially through search for new facts in any branch of
knowledge.Redman and Mory define research as a systematized effort to
gain new knowledge. Some people consider research as movement, a
movement from the known to the unknown. It is actually a voyage of
discovery. We all possess the vital instinct of inquisitiveness makes us probe
and attain full and fuller understanding of the unknown. This
inquisitiveness is the mother of all knowledge and the method, which man
employs for obtaining the knowledge of whatever the unknown, can be
termed as research.
Research is an academic activity and as such the term should
be used in a technical sense. According to Clifford Woody research
comprises defining and redefining problems, formulating hypothesis or
suggested solutions; collecting, organizing and evaluating data; making
deductions and reaching conclusions; and at last carefully testing the
conclusions to determine whether they fit the formulating hypothesis.
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Defining the research problem:
A researcher must find the problem and formulate
it so that it becomes susceptible to research. Like a medical
doctor, a researcher must examine all the symptoms (observed by
him) concerning a problem before he can diagnose correctly.
And therefore, I have also defined the research
problem i.e. to study consumer trends, behavior, preferences and
level of satisfaction in Airtel & Vodafone communication Ltd.
Research methodology:
After defining the research problem the foremost
step will be planning for the further investigation. Preparing the
blue print to undertake the research called research design. In
other words,
A research design is the arrangement of condition for collection
and analysis of data in a manner that aims to combine relevance
to the research purpose with economy in procedure".
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Research Approach
The research approach for the purpose was secondary
research to collect the information on the subject.
Research Instrument
I used direct observation, customer data & survey as research
instrument.
Research Design
In this project use exploratory research design and for data
collection fill-up the questionnaires from the customer of mobile,
survey of the market and some information collect by interview of
the users of the cellular at West Delhi
Area of ResearchFor the purpose of this Study researcher was take all the dealers dealing in telecomm services
Ghaziabad.
Sample size
Size of the sample is taken from the 60.
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Sources of Data:
Direct observation
Airtel& Vodafone website
Books for marketing management
Surveys and customer data & report
Research Data
Data is the key activity of marketing research. The
design of the data collecting method is backbone of research
design.
Data constitute the foundation of statistical analysis
and interpretation. Hence the first step in statistical work is to
obtain data.
Data can be obtained from two important sources, namely:
1. Primary Data
2. Secondary Data
Primary Data:
Primary data are gathered for the specific purpose or for
a specific research project, consist of original information for the
fulfillment of project objective.
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When the data are required for the particular study can be found
neither in the internal record of the enterprises nor in published
sources. In some cases it may become necessary to collect
original data.
Primary data can be collected in four ways:-
1.Observation
2.Focus
3.Survey
4.Experiment
Secondary data:
Secondary data are the data, which already exists
somewhere. Secondary data provide starting point for research
and after that the advantage of low cost and ready availability.
Secondary data can be divided into two types:
1.Internal data
2.External data
When researcher uses the data that has already been
collected by other data are called secondary data. Secondary data
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can be obtained from journals i.e. internal sources report,
government publication and books, professional bodies etc.
Internal data are reports and memos generated within
an organisation to facilitate its operations. External data are
those specially produce for outside consumption.
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Interpretation:
Airtel services increases in few years.
10%
60%
20%
10%
Q1.For how long you have been using airtel
serviceS?
0-2 years b) 2-5 years c) 5-10 years d) More than 10 years
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Interpretation:
Customers are satisfied with the services of Airtel and customers are adopting
Airtel.
20%
30%35%
10%
5%
Q2. Which services Are you using?
Reliance Vodafone Airtel tata indicom other
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Interpretation:
Some customers are brand loyal they cannot prefer others
services but mostly customer like Airtel.
10%
25%
30%
20%
15%
Q3. Among them which brands you prefer
most?
RELIANCE VODAFONE AIRTEL IDEA OTHER
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Interpretation:
Most customers are having good experience with
Airtel.
30%
40%
20%
10%
Q4.How would you rate the experience with
Airtel?
Excellent Good Average Below
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Interpretation:
Most of the customers search the information
before purchase.
70%
30%
Q5.Do you collect any information search
before making purchase?
Yes No
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Interpretation:
Network strength plays an important role in
purchasing a connection.
10%
30%
30%
10%
20%
Q6.If yes, which sources used?
) Magazines Dealers Sales executives Operator references Reference from friends
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Interpretation:
Reliance communication is effective, customers are well aware of
various promotional activities of reliance.
30%
20%20%
10%
20%
Q7.Which Company provide plan at most
attractive Price?
RELANCE VODAFONE AIRTEL TATAINDICOM OTHER
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Interpretation:
Reliance provides cheaper plans at minimum call rates to the
customers in the compression of airtel & Vodafone.
20%
25%
20%
30%
5%
Q8.Which Company produces minimum call
rates?
VODAFONE AIRTEL TATA INDICOM RELIANCE OTHER
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Interpretation:
Vodafone provide better satisfaction in compression to other services.
30%
25%
15%
10%
20%
Q9.Which Company provides better
customer satisfaction?
AIRTEL VODAFONE TATA INDICOM RELIANCE OTHER
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Interpretation:
Vodafone and airtel both are same in compression to other phone services.
20%
10%
25%
30%
15%
Q10.Which company provide good
promotional schemes?
AIRTEL BSNL VODAFONE RELIANCE OTHER
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Interpretation:
Customers are aware with the various promotional activities being run by airtel
services.
30%
20%25%
10%
10%
5%
Q11.Which Company provides good after sales
services?
AIRTEL RELIANCE VODAFONE IDEA BSNL OTHER
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Interpretation:
Maximum numbers of customers are very satisfied with airtel in compression
of other services.
30%
25%
20%
10%
15%
Q12.Which companys pricing strategies are better
according to their features?
AIRTEL VODAFONE RELIANCE TATAINDICOM OTHER
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FINDINGS
In the present scenario of telecommunication market customers
are too much selective
Today customers collects vaious information before purchase
Airtel is expanding its market day by day with the help of different
promotional activities
Network strength is playing an important role in the
telecommunication market
Airtel is having better numbers in Pre-paid as as customers choice
Customers are satisfied with the services of Airtel and customers
are adopting Airtel
Most customers are having good experience with Airtel
Coordination between various departments must be improved
The ZBM & ZSM must visit the A class retailers frequently
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LIMITATIONS
NO Profit is without limitation become essential to figure out the various
constraints that we underwent during the study
1.During the study on many occasions the respondent groups
gave us a cold shoulder.
2.The respondent from home primary data was gathered any
time displayed complete ignorance about the complete
branded range which was being studied.
3.Lack of time is the basic limitation in the project
4.Retailer /wholesalers refuses the co-operate the queries.
5.Money played vital factor in whole project duration.
6. Lack of proper information experience also because hurdle
for me.
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CONCLUSION
AIRTEL CONNECTIONS ARE SELLING BECAUSE OF BEST
NETWORK COVERAGE.
GOOD RELATIONSHIP OF FOS. & REATILER IS BEING
HELPFUL IN SELLING.
LARGE MARKET COVERAGE, EASY AVAILABILITY OF
COUPONS.
CUSTOMER CARE NUMBER DOES NOT CONNECTS EASILY
AND EXECUTIVES THERE WERE ALSO NOT AWARE OF THE
SCHEMES.
VODAFONE CONNECTIONS ARE SELLING BECAUSE OF
BEST NETWORK COVERAGE.
Good service is the way to retain clients
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I have made following recommendation to the company after
doing the summer training there:
INCRESIN DATA TRANSFER SPEED IN INTERNET
The company should modify its credit policy as they only
the target the cash paying customer who are not easy to
trace.
The company should emphasis more on the quality of
pharmaceuticals product it was mostly claimed by the
exporters that their receipt from company doesnt matches
with the samples quality shown before giving order.
The company should makes its marketing strategy flexible
enough in order to face competitions
The co. should keep an eye on the proper delivery of the
good to the exporter on time as it has been recommended by
exporter to make the delivery on time.
The co. should takes the opinion of exporters from time to
time to know what problem they are facing from the
company s side and if any change they require in Present
supplying condition.
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ANNEXURE
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No
Q6.What is the features you look for in services before subscribing?
Brand credibility Price and discount
Value for money
After sales services
Q7.Which. Company provides plans at most attractive Price?
Reliance
Vodafone
Airtel Tata indicom
Others
Q8.Which Company provides minimum call rates?
Reliance
Vodafone Airtel
Tata indicom
Other
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Q9.Which Company provides better customer satisfaction?
Reliance
Vodafone
Airtel Tata indicom
Others
Q10.Which Company provides good promotional schemes?
Reliance
Vodafone
Airtel
Bsnl
Others
Q12.Which companys pricing strategies are better according to their features?
Reliance Vodafone
Airtel
Tata indicom
Other s
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Books Consulted:
Kotler, Philip, -Marketing Management, Pearson publication, New Delhi;2005, Page No75-96.
P.C.Tripathi, -Research Methodology, Sultan Chand & sons publication,New Delhi; 2007 Page No.38-86.
Levin Rubin, - Business Statistics, Pearson publication, New Delhi;2000, Page No47-96.
Websites & Search Engine:
www.airtelworld.com
www.vodafone.co.in
www.researchandmarket.com
www.info-shop.com
www.smartmobs.com
www.yahoosearch.com
AIRTELs reports
Books & magazine on mobile communication
http://www.airtelworld.com/http://www.airtelworld.com/http://www.vodafone.co/http://www.vodafone.co/http://www.researchandmarket.com/http://www.researchandmarket.com/http://www.info-shop.com/http://www.info-shop.com/http://www.smartmobs.com/http://www.smartmobs.com/http://www.yahoosearch.com/http://www.yahoosearch.com/http://www.yahoosearch.com/http://www.smartmobs.com/http://www.info-shop.com/http://www.researchandmarket.com/http://www.vodafone.co/http://www.airtelworld.com/
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