Download - Project on vodafone and reliance
A
Project Report
On
“To Study Comparative Analysis Of Postpaid Plan Connection In
Reliance Communication With Vodafone Service Provider In Wardha.”Submitted To
R.T.M. Nagpur University, Nagpur
In partial fulfillment of the requirement for the degree
Bachelor of Business Administration
III rd Year
Submitted by
Bhagyashree B. Khairkar
Under the Guidance by
Prof. Praful Ambhore
Department of Commerce & Management
New Arts, Commerce & Science College, Wardha
CERTIFICATE
This is to certify that the Following student of this college have carried out
the project work on “To study Comparative Analysis Of Postpaid Plan Connection
In Reliance Communication With Vodafone Service Provider In Wardha.”
Under my guidance in the Department Of Management Studies during the
academic session 2015-16.This work has been done in partial fulfillment of the
award For the post degree of Bachelor in Business Administration in Marketing
Management from Rashtrasant Tukdoji Maharaj Nagpur University, Nagpur.
Project Guide Principal
Prof. praful Ambore Dr. Prashant Kadwe
DECLARATION
The Work presentation in this Project has been carried out by us as benefied
students of the “New Arts, Commerce & Science Collage, Wardha” during the
Academic Session Rashtrasant Tukdoji Maharaj Nagpur University, Nagpur.
I hereby declare that this project titled “Comparative Analysis Of Postpaid
Plan Connection In Reliance Communication With Vodafone Service Provider In
Wardha”is a beneficed and authentic record of work done by us under supervision
of Prof. Mr. Praful Ambore.
The work presented here is not duplicated from any other source & also not
submitted earlier for any other degree/diploma to any university. I understand that
any such duplication is liable to be punished in accordance with the university
rules.
Submitted By:
Ms.Bhagyashree B. Khairkar
B.B.A.-III
ACKNOWLEDGEMENT
I acknowledge my sincere thanks for the co-operation extended by the
college and all those who helped me in preparing and presenting the report.I
take this opportunity of expressing my profound gratitude to my guide Prof.
Praful Ambhore ofNew Arts, Commerce & Science College, Wardha whose
continuous support has been a constant source of motivation for me. I am
extremely thankful to him for providing valuable guidance and attention to me.
I would like to express my deep sense of gratitude to my Principle Dr. Prashant
kadwe for allowing me to carry out this project work in this prestigious institution.
.
I am also grateful to Ms. Pooja and Mr. Sagar (Sales Officer, WARDHA)
for sparing there valuable time and extending their cooperation in accomplishing
my task. It was great experience and a pleasure working with such a cooperative
and friendly environment group.
At last special thanks to stockiest and sales man for their valuable support in our project.
INDEX
Chapter No. Chapter Name Page No.
1. Introduction
2. Company Profile
4. Objective
5. Hypothesis
6. Data Analysis
7. Limitation
8. Conclusion
9.Suggestion
10. Bibliography
11. Questionnaire
Introduction
Now a days IT & Communication is become leading business. To grow this business
most of the leading company making their efforts in order to attract more sophisticated, valuable
customers. Reliance is one of the leading companies in these competitions.
My project work was to find out what corporate & individual customer think about the
Reliance as a brand. The basic objectives of the project were to find out Reliance penetration as
well as analyze & evaluate customer satisfaction level in corporate as well as individual sector
from WARDHA city only. The project was especially for fixed wireless internet service only i.e.
the post plan connection service which is launched 1st time in WARDHA in whole India. The
commercial date of product launching was 26th June & the Place was le-meridian. I surveyed 200
corporate companies and 100 individual customers. Report in detail prepared which is available
along with this. The scope of the project was restricted to WARDHA city only.
. My other job was to generate leads from market as well as customers aware about new
schemes also. During survey I got useful suggestions & recommendation from Reliance & non
Reliance Corporate customers. By analyzing this entire detailed summary prepared & submitted.
All the customers surprised & happy because Reliance representative has approached to
them for collecting their views about Reliance & other companies. During survey I learned time
management, discussions with top bosses of companies, punctuality & commitment. All these
things I found will be very much useful to me in future. Customer expectation from service
provider was one of the important things learned by me.
Reliance Company Profile
“Growth has no limit at Reliance. I keep revising my vision.
Only when you can dream it, you can do it."
Dhirubhai H. Ambani
Founder Chairman Reliance Group
December 28, 1932 - July 6, 2002
The Reliance Group, founded by Dhirubhai H. Ambani (1932-2002), is India's largest private
sector enterprise, with businesses in the energy and materials value chain. Group's annual
revenues are in excess of USD 22 billion. The flagship company, Reliance Industries Limited, is
a Fortune Global 500 company and is the largest private sector company in India.
Backward vertical integration has been the cornerstone of the evolution and growth of Reliance.
Starting with textiles in the late seventies, Reliance pursued a strategy of backward vertical
integration - in polyester, fibre intermediates, plastics, petrochemicals, petroleum refining and oil
and gas exploration and production - to be fully integrated along the materials and energy value
chain.
The Group's activities span exploration and production of oil and gas, petroleum refining and
marketing, petrochemicals (polyester, fibre intermediates, plastics and chemicals), textiles and
retail.
Reliance enjoys global leadership in its businesses, being the largest polyester yarn and fibre
producer in the world and among the top five to ten producers in the world in major
petrochemical products.
The Group exports products in excess of USD 7 billion to more than 100 countries in the world.
There are more than 25,000 employees on the rolls of Group Companies. Major Group
Companies are Reliance Industries Limited (including main subsidiaries Reliance Petroleum
Limited and Reliance Retail Limited), Indian Petrochemicals Corporation Limited and Reliance
Industrial Infrastructure Limited.
Reliance Communication (RIC) is India’s largest post plan service provider with over 7 million
customers. Reliance Communication has established a pan-India, high capacity, integrated
(wireless and wire line) and convergent (voice data and video) digital network, to offer service
spanning the entire communication value chain-infrastructure, services for enterprises and
individuals, application and consulting.
Reliance Communication has licenses to offer telecom services in 20 circles under the
unified access licenses. In addition, it has received the letter of intent for the J&K circle. This has
enabled RIC to offer services across the length and breadth of India’s vast geography through its
next generation fiber optic network backbone spanning 60,000 route km. RIC is currently
offering its wireless services in 1,100 towns and cities.
RIC commercially launched its services in May 2003 and within the first 7 month
emerged as India’s largest post plan service operator. As of the end of March 2004, RIC had
almost 7 million subscribers. Most of this was in the postpaid segment as RIC launched its pre-
paid services only in February 2004. Within this period Reliance India post plan brand emerged
as the most trusted telecom brand emerged as the most trusted telecom brand in the country.
RIC also offered for the first time in India high-speed post plan data services though it’s
R-world post plan portal. This portal leverages the high-speed data capability of the next
generation CDMA IX network. It providers 70 applications such as news, astrology, T.V. guides,
movie clips etc. and 35 games and logs more than 1 billion hit a month.
RIC is aggressively expanding the reach of its network in order to reach more subscribers
by extending its services to cover an additional 3,800 towns. It is estimated that the post plan
market in India will grow to 140 million subscribers by FY 2008. RIC expects to retain market
leadership in this segment.
The second phase of the communication project will usher a Broadband revolution by
providing 100 mbps Ethernet links to its corporate customers. This revolution will empower the
enterprise by making transactions efficient, functions seamless and new economic opportunities
abundant. The enterprises broadband service is in the process of being rolled out in 30 towns and
would then be extended to cover 200 towns in phases. The services planned include POTS (Plain
Old Telephone Lines) ,Leased lines, International Private Leased Circuits, Virtual Private
Network, Video phone, Audio and Video Conferencing, among others.
RIC will also launch a consumer convergence revolution by providing high speed
Ethernet links to homes. This revolution, called “Net way”, will provide homes with a range of
television channels, high-speed telephony, audio conferencing, video conferencing, video on
demand, Juke box, time shifted TV, T-Commerce, and surveillance services. All content and
interfaces will be enabled to cater to India’s diverse languages. These services would be accessed
thorough a set top box connected to a TV or a PC. In January 2004, Reliance Communication
(RIC) acquired 100% of the undersea cable company, FLAG Telecom for US$ 211 million
through Reliance Gateway Net Limited, a wholly owned subsidiary of RIC.This acquisition
provider RIC with an international gateway to global markets. The FLAG acquisition also makes
RIC the only Indian Operator to own an international undersea cable network with a truly global
footprint.
Key people
Anil Ambani, Chairman and Managing Director
Satish Seth, Vice-Chairman Reliance-ADA Group
S. P. Shukla, CEO - Personal Business & Director - Reliance Telecom
Headquarter
Navi Mumbai, Maharashtra India
Revenue
US$ 4 Billion
Employees
33,000
Vodafone History
Vodafone India is a 100% subsidiary of Vodafone Group. It commenced operations in 1994
when its predecessor Hutchison Telecom acquired the cellular license for Mumbai. Brand
Vodafone was launched in India in September 2007, after Vodafone Plc. acquired a majority
stake in Hutchinson Essar in May 2007. From a single operation base with 31 million customers,
the company has expanded its operations across the country to cover all 22 telecom circles and
service 180 million customers. This journey is a strong testimony of Vodafone's commitment
and success in a highly competitive and price sensitive market.
OverviewAt Vodafone India, our customers are at the heart of everything we do. That’s why over 180
million Indians have chosen to stay connected with us. Our knowledge of global best practices
along with our deep exposure to local markets has made us leaders in the telecommunications
industry. Since commencing operations in 2007, we have consistently been awarded for our best-
in-class network, powerful brand, unique distribution and unmatched customer service. Whether
an individual or enterprise, our customers always receive world-class services that cater to their
needs.
Vodafone Group Vision
Our Vision is to be the communication leader in an increasingly connected world.
Vodafone India MissionVodafone will enhance value for its stakeholders and contribute to society by providing our
customers with innovative, affordable and customer friendly communications services.
Through excellence in our service we aspire to be the most respected and successful
telecommunications company in India.
Awards & AchievementsWe have an extraordinary team of talented and hard-working individuals. Our high employee morale has led to
us being recognised as a “Great Place to Work” by industry experts and the media, year on year.
Network & DistributionMade for everyoneAt Vodafone, we know that every call matters and every message is high-priority. So whether you are catching up with family and friends or writing up a business plan, we know it comes first. Vodafone believes in the importance of communication and helps you along with its far-reaching network that is made for uninterrupted and clear conversations - a network that's made for everything.
Made for travelThe network for clear communication
At Vodafone, we ensure voice clarity no matter how noisy the environment. Our networks make certain that ambient noise does not interfere with your call experience. Our advanced noise suppression algorithms and our reliable IP networks work together to deliver the best voice quality on each and every call. No matter where you are, you never have to worry. We are present across the country through our 1.8 million recharging outlets, over 9000 exclusive and 34 angel stores.
Made for endless talkingThe network for continuous chatting
No more call drops! Owing to our advanced 'Soft Switching technology', where if one node goes down, the other can be used automatically, our network allows you to continue on those long lasting conversations.
Made for your convenienceMade so you can stay connected
Making video calls, watching live TV and enjoying high-speed internet is superfast, thanks to our spectrum-optimised site selection and the post plan access to our network of interlinked towers.The network has been optimised the network extensively so that you can make calls, send emails and messages simultaneously on both 3G and 2G.
CHART SHOWING TOTAL TELECOM SUBSCRIBER BASE:
1999 2000 2001 2002 2003 2004 2005 2006 20070
50
100
150
200
250
Total Telecom Subscriber Base
Subscriber Baseyear
No. of Subscribers (Mn)
(Source: TRAI)
The Indian telecom industry is witnessing rapid rise in subscriber base, thanks to multiple growth
drivers like:
improving demographics
lower handset prices
expansion by wireless operators
infrastructure sharing
Lower regulatory levies.
MARKET-SHARE OF THE MAJOR PLAYERS IN THE TELECOM SECTOR:
Players Market-
share (%)
Reliance Communication 20
Vodafone 15
Others 65
Total 100
From the chart given above, it is observed that Reliance leads the race with a major market share
i.e. 23.5%. The reason behind this is the widespread network, huge subscriber base, plethora of
services, pace with the new technology, etc. whereas reliance communication being a
comparatively late entrant has attained a significant market share. As competition among the
existing players is huge, it makes the role of new players unnoticeable. The major players in the
telecom industry cover almost 86.93% of the market.
PROSPECTS OF TELECOM SECTOR
As far as the fixed line business goes, the low penetration levels in the country and the
increasing demand for data based services such as the Internet will act as major catalyst in the
growth of this segment, which has touched 50 m subscribers by the end of FY06 (including
WLL subscribers). The huge market share of public sector, MTNL and BSNL (together they
account for 82% of the total fixed line connections) is likely to get reduced further as the
penetration by private players spreads. In spite of this the PSUs will continue to retain their
dominant position this is on account of high capital investments required in setting up a nation
wide network. As a result, the private sector players will have to rely on key business centres
and pockets of high urbanization for their growth.
Increasing choice and one of the lowest tariffs in the world have made the cellular services an
attractive proposition for the average consumer. The segment has grown at over 73% in FY06.
It is being estimated that during the tenth five-year plan, around 31.6 m subscribers would
jump onto the cellular bandwagon all over India and this would entail an investment to the tune
of Rs 252.4 bn. Policy measures like lowering of taxes on the cellular industry and benefits of
enhanced FDI limits shall further the prospects of the cellular industry.
The International Long Distance (ILD) telephony business is expected to witness increased
competition with the entry of private players. Already, private players like , Reliance and Data
Access have started providing ILD services and this has pulled the tariffs significantly down.
Although increased competition will result in depressed revenues in the near term, low tariffs
would ultimately result in increased volumes and higher usage.
Taking the competition further in the ILD space where we saw huge tariffs fall last year due to
the entry of private players, TRAI has written to the Ministry of Telecommunication and
Information Technology to permit resale of IPLC. If the move goes through, apart from
increasing competition in this space, it is expected that the bandwidth prices will come down
by a further 20-25%. This move is also believed to be a step forward in opening up the ILD
sector
SELECTION OF THE COMPANY
After understanding the dynamics of the telecom sector and the various issues revolving around
it, three companies are chosen from a group of players in the telecom sector. Such companies
have been chosen which showed consistent performance in the past and were also fundamentally
sound.
Some of the major players in Telecom sector are as follows:
Reliance Communication
Vodafone.
OBJECTIVE
1. To find out Reliance and Vodafone communication in corporate market.”
2. To study the response from customer for new product launching activity i.e. post
paid plan.”
3. To analyze & evaluate Satisfaction of Corporate Customers as well as individual
customers, towards Reliance and Vodafone.
5. Vodafone Analysis.
6. Market awareness about Reliance and Vodafone post paid service.
7. Response from customers about this post paid plan facility.
8. Problems related to this service.
HYPOTHESIS OF THE STUDY :
A hypothesis is a specific statement of prediction, it describe in concrete
terms what you expect would happen in study. Hypothesis is an unproven
proposition or supposition that tentatively explains certain facts or phenomena. A
Hypothesis is a statement, an assumption about the nature of the world. In its
simplest form a hypothesis is a guess or assumption that we make about the
population parameter.
Hypothesis is usually considered as the principal instrument in research. It is a
tentative generalization, which can be determined after testing assumption, which
links both theories and facts. Its main function is to suggest new experiment and
observation.
The following hypothesis will be taken in the study.
Relationship between age groups and the choice of features they value most
in a Communication industry.
There is a brand loyalty towards Reliance Communication and Vodafone.
Assumption between awareness of free service and satisfaction towards
Reliance and Vodafone.
Number of satisfied customers preferring Reliance product and satisfaction
level exists in customer mind.
New launches ofReliance would change customer’s perception regarding
choice of Communication.
SCOPE:
There are very large no of customers of Reliance spread over various areas. I Studied market in
WARDHA city & conducted survey in some areas.
Locations:
Borgaon Road
WARDHA camp
Arvi Naka
Bachelor Road
The customers from various offices, industries were interviewed.
I surveyed 100 customers.
Project include
Only Post Paid Connection service provided by Relianceand Vodafone.
Only corporate and home customers were interviewed
RESEARCH METHODOLOGY
A research design is the arrangement of condition for collection and analysis of data in a
manner that aims to combine the relevance to the research purpose with economy in procedure.
Research design is the important because it facilitates the smooth sailing of various research
operations, thereby making research as efficient as possible yielding maximum information with
minimal expenditure of minimum time, effort, money.
The research design chosen for the project was DESCRIPTIVE RESEARCH
DESCRIPTIVE RESEARCH studies are that studies that are concerned with describing the
characteristic of a particular individual, or of a group. In descriptive the researcher must be
able to define clearly, what he wants to measure and must find adequate methods of
measuring it along with a clear cut definition of population he wants to study. The research
design must make enough provisions for protection against bias and must maximize
reliability, with due concern for the economical completion of the research study.
INFORMATION NEEDED
To understand the product & service offering by Reliance.
To assess the customer/dealer perception about the quality of Reliance products and
Vodafone.
To receive the suggestions from the customers/dealers for value addition.
To make use of the valuable information given by customer for offering them various
attractive schemes.
To trace the overall customers/dealers as well as vodafone profile.
SOURCES OF DATA:
I have done the project by taking both the Primary and Secondary data.
Primary data:
The data which I have collected from different corporate and SMEs through
questionnaires
Secondary data:
The data which is given by the company and I also searched the data through the
area wise telephone directory and field search. The data is all about regarding the address and
contact numbers of the corporate and SMEs.
QUESTIONNAIRE PREPARATION:
RESEARCH INSTRUMENT:
I used questionnaire as research instrument to collect the requisite information for the
research. Questionnaire method was chosen because of its versatile.
Almost every market problems involves people. Therefore ideas relative to people and its
solution can be obtained by asking them about their problems.
This type has the advantage that the respondents do not know exactly what is being measured
and hence are not biased their answer to some extent. My research design made it necessary for
me to collect accurate data to achieve useful result. For this reason I have decided to use primary
source of data as well as secondary data
DESIGNING OF QUESTIONNAIRE:
Questionnaires are designed according to project requirement and company need. So while
designing the questionnaire we have to include both awareness about the company’s product and
the vodafone. But my main objective was to create the awareness of the company’s product and
to generate the leads for the company, so that questionnaire was designed according to gather
data and find out the prospective corporate and SMEs.
SAMPLING
Target population
Entire corporate and SMEs in Wardha
Sampling frame
The corporate& SMEs having more than 10 employees.
Sampling method:
Probability sampling
SAMPLE PLAN:
A proper sampling plan is very important in the research process and it also makes the
research process easy. It includes the sampling element, sample size and sample area.
a) SAMPLE ELEMENT:
It includes those respondents who are going to fill up and answer the questionnaire.
b) SAMPLE SIZE:
I have worked on a sample size of 100 numbers including all the corporate and SMEs.
c) SAMPLE AREA:
The company had given me the instruction to visit all corporate and SMEs mostly the corporate
(having employees more then 10). My main task was to collect the business related information
from the corporate and to generate the leads for the company and to create awareness about new
plans provided by the company for wireless services.
My area: Wardha (Ram Nagar , Bachelors road , Arvi Naka , Borgaon Road)
Tools used for data presentation
1) Pie charts
2) Bar charts
CONTACT METHOD:
Personal as well as telephonic interview methods were used.
Personal Interview : A person known as interviewer asks question in face to face contact
to the other person.
TelephonicInterview : This method of collecting information consists in contacting
respondents on telephone itself.
STATISTICAL TOOLS USED FOR DATA ANALYSIS:
For analyzing the data I used Correlation analysis: This was used to correlate the
complaints given by the dealers with the corresponding recommendations and
suggestions .Correlation testing between the dealers complaints and suggestions help to decide
whether I can infer any solution from dealer s suggestions to tackle their
complaints.
Area wise analysis of the share of Reliance Vodafone gives area wise share
Of each competitor and Reliance Vodafone respective areas.
Current Trends in the Indian Market
According to the latest ORG (a research agency) figure, Reliance has a market share of 59.5% in
India.
Fig.VI.6
Reliance20%
Vodafone15%
Other65%
Market Share
It is to be noticed that much of the market share in India has been achieved through the
distribution and operator partnership. Reliance has a wide distributor network throughout the
country and its wide range of product offerings, customized for each category of customer gives
an edge over its Vodafone.
Beside all these Reliance has operator partnership with l, Yahoo go, Flickr etc. which make it the
company with highest market share in India.
India is one of the fastest growing post plan phone market in the world, & the nation is in tight race with China. According to the government figures the number of post plan phone subscribers
in India is about 296.08 million
Data analysis
Q.1.which Company use Post plan connection?
32%
28%
40%
Company Owned Post plan connection
Rel
Voda-fone
Other
Observation & Findings:
Out of 32 corporate Reliance are having large number of customers.
Vodafone got second position but Other are having large 40 of connections.
Reliance captured most of the market from wardha.
Due to cheapest Post paid plan& Cost effective plans Reliance is growing today.
Most of the connections are from Communication Industries.
Q.2.Fixed Wireless Phone:
Total no of Corporate Customers: 100
Billing No. out of 100
Reliance 32
Vodafone 28
Other 40
75%
5% 20%
FWP
Rel
other
Voda-fone
Observation & Findings: Reliance is having 75 customers out of 100 corporate.
Vodafone is having 20 customers out of 100 corporate
Reliance & Vodafone are major operator having FWP connections.
Reliance is having large number of connections.
Reliance captured most of the market from Wardha.
Due to cheapest call rate Reliance is growing faster.
Now days Vodafone gives tough fight to Reliance by providing better plans.
Q.3.Which company use Data Card Connection?
Total no of Corporate Customers: 100
Billing No. out of 100
Reliance 75
other 5
Vodafone 25
62%30%
8%
Data Card
RelVoda-foneother
Observation & Findings:
Reliance is having 62customers out of 100 corporate.
Vodafone is having 30customers out of 100 corporate
Reliance captured most of the market for Data card.
Reliance have large no of customers as well as connections.
People prefer Data card while traveling.
Due to high prize people didn’t go for data card.
Q.4.Which problem Issues with Existing Service Provider:
1. Billing
Billing No. out of 100
Reliance 90
Vodafone 25
Other 8
46%
31%
23%
Billing Issues
Vodafone
Other
Reliance
Observation
Large number of Vodafone customers faced problem for Billing.
Vodafone Delivery problem.
Vodafone Bill paid but again included in next bill.
Billing No. out of 100
Vodafone 46
Reliance 23
Other 31
Reliance Customer paid bill by SMS.
Sometimes problems in amount
Q.5Customer Care:
55%40%
5%
Customer care Issues
Vodafone
Other
Reliance
Observation:-:
Most of the complaint came from Vodafone
No problem solving quickly by vodafone.
No response for Vodafone Customer Care.
No proper coordination between employees.
Customer Care No out of 100.
Vodafone 55
Airtel 20
Idea 20
Reliance 5
Reliance perfect knowledge about product.
Higher authority can’t meet for problem solving.
Q.6.Coverage Issues:
45%
25%
30%
Coverage Issues
Reliance
vodafone
Other
Coverage Issues with reliance:
Most of the complaint came from wardha rural area.
Coverage No. out of 100
Reliance 65
Vodafone 15
Other 20
0%
10%
20%
30%
40%
50%
60%
70%
80%
Reliance Vodafone Others
COMPANY
PER
CEN
T
Main Wardha city didn’t have coverage problem.
Q.7.Market share Reliance with Vodafone –
Table No.3
COMPANY MARKET SHARE (%)
Reliance 45%
Vodafone 25%
Others 30%
Chart No.3
Interpretation:-
Reliance takes only Vodafone as its rival. It doesn’t take other local players in to consideration
very seriously. In Wardha the performance of Vodafone is very poor. Market share of Reliance
in Wardha city is near about 45%.
Q.8.Satisfaction level with existing service provider:
Rating: 1(least)-5(most)
Overall rating given by 100 corporate
Rel voda-fone
Other0
0.5
1
1.5
2
2.5
3
3.53
2
1.5
Satisfaction Level
Operator
Rating
LIMITATIONS
Inadequate information: Many Corporate did not reveal business related information
like turnover, there manpower, the telecom services used by them, so due to which some
of the questions were not answered/filled properly or accurately.
Sample size: As a number of corporate in Wardha is large enough and widely spread all
over the city, so it was difficult to cover all the areas in such a short span of time so for
the convenience I took 100 as my sample size. And I restrict myself in to four areas only.
Many respondents could not give sufficient time to answer/fill the questionnaire.
Due to rainy season during duration of my project it was very difficult to approach the
corporate; as a result I was short to visit no. of corporate in a day.
Some of them asked why should they give information and they are afraid to give the
information because if the company miss utilize the information.
Some of the corporate were very much disappointed with Vodafoneservice so they didn’t
attend us.
As I was not given any identity proof by company so some of the corporate didn’t
entertain me as they asked to show identity proof.
Some of them asked why should they give information and they are afraid to give the
information because if the company miss utilize the information.
PROBLEMS FACED BY CUSTOMERS
Reliance Communication is one of the leading telecom service providers, but vodafone customer
are still facing some of the problems that are hindering its growth and smooth functioning. By
directly communicating with the customer I found the following problems faced by the
customers.
These problems are:
Improper distribution of bills:
A large number of customer are facing billing related problems They have not been receiving the
bills for the last many months as a result of which the image of the company is spoilt in the
market.
Previous payment not reflected in the bills:
It has been noticed that the bills do not reflect the change to be made the payment as desired due
to which previous due are reflected in the bills even though the payments are received.
Delayed rectification of bills:
Various changes like address rectification, previous dues waving the over drawn change
rectification of rate plans etc not rectified properly.
Incorrect rates plans shown:
In several bills wrong rate plans are shown due to improper filling customer application forms,
due to which the billing is not properly done.
Connectivity problem:
Many customers are facing connectivity problem. They feel that after going 50 to 60 km away
from Wardha into interiors of Maharastra the connectivity very poor.
The records are not updated:
The records are not updated as a result of which the subscribers do not receive the required
information immediately.
Delayed action taken by employees:
The employees do not take immediate action on the problem faced by the customer as a result
they have to bring to notice the problem again and again.
Customer care services :
The customers are not satisfied with the customer care service s provided to them.
Observations & Findings:
About Products:
Post plan:
Due to cheapest handset &Cost effective plans Reliance is more Vodafone growing
today.
For Postpaid there is no any Advertisement due to which people didn’t aware about good
schemes.
Postpaid is generally for corporate industries.
FWP:
Reliance is having separate handset for net..
Only Reliance to Reliance calling is cheapest
Vodafoneoutgoing is high.
Only corporate plan is cost-effective.
Nowadays Vodafone gives tough fight by various plans.
Data card:
There is no Advertisement through TV, Paper, and Hoardings.
Due to this people didn’t aware about it.
Due to high prize people didn’t go for it.
Nowadays Prizes slashes but people didn’t know it.
Data card only use for laptops and computer.
About Office Network:.
Delivery boy gives only delivery but didn’t give Installation about product.
Sales Associates at least have knowledge about all products.
.
S.W.O.T ANALYSIS
STRENGTH:
Globally known brand.
Innovativeness is done by the company by providing new schemes.
Bringing in the latest technology in the market i.e. C.D.M.A (Coded Division Multiple Access).
JAVA enabled set which can be upgraded in future.
Excellent work force.
Very strong financial position.
Strong corporate image.
Trying to integrate all Telecom services.
Largest retail presence in the market place.
WEAKNESS:
First direct customer integration.
Primary focus area is maximum coverage through it gives importance to providing good service
but superficially.
Poor retail experience.
Many hidden policies.
OPPORTUNITY:
Vast untapped market
60,000 km optic fiber network.
Out 18Telecom circle in India Reliance has license for operation in 18 circles.
Better source of revenue, having a well established industry in India.
Increasing communication needs of individuals especially corporate sector.
High advertisement can create a demand for the Reliance.
Building more trust and faith though its good will
THREATS:
The negative publicity by its competitors.
New competitors coming with more attractive plans.
Well established competitors.
Limited availability of handsets.
Negligence in terms of service will deteriorate its position in market
CONCLUSION
Although a large number of corporate subscribers are satisfied with the services provided
to them, but it needs to gear up with the procedure of billing, services and connectivity to
provide not only satisfactory but a delighting service or else the subscribers will not be locked
for a long time, due to the emergence of a large number of vodafone in the market.
Though the company is financially strong at the moment but in long terms to maintain its
position, market share and customer loyalty it needs to remove its shortfalls.
SUGGESTION
The interpretation of data revealed certain factors and problem which would affect the future
growth of the company (as stated earlier).
Recommendation regarding to above found problem are as follows:
It is very important to rectify billing related problem with proper coordination, and
working.
The company should strive hard to keep its after sales services best as now the customer
have increased largely. They should live up their name in sales services.
The customer should be made aware of the latest developments by issuing pamphlets,
broachers etc.
The subscribers problems should be solved as early as possible and he should be assured
that he will not be facing the problem in near future.
The company should improve its connectivity problem as early as possible because of the
stiff competition it is facing in the market.
The customer care services should be improved
Reliance launches many schemes which is good for the company but before the
implication of these schemes the new schemes is launched.
In order to improve the coverage it has to follow aggressive marketing.
Bibliography
BOOKS
i. Marketing Management by Philip Kotler
ii. Research Methodology by C.R Kothari
iii. Company Manuals
WEBSITES
i. relianceada.co.in
ii. Reliance Wardha Intranet
QUESTIONNAIRE:
Q.1 Which Company use post plan connection?
a.Relianceb.Vodafone c.Other
Q.2 Fixed Wireless Phone?
a.Reliance b.Vodafone c.Other
Q.3 Which Company use Data card connection?
a.Reliance b.Vodafone c.Other
Q.4 Which Problem Issues with existing service provider?
a.Reliance b.Vodafone c.Other
Q.5 Which Company connection you will prefer at next time?
a.Reliance b.Vodafone c.Other
Q.6 Which Company customer care is better?
a.Reliance b.Vodafone c.Other
Q.7 Satisfaction level with existing Service Provider?
a.Reliance b.Vodafone c.Other