INDEX

1. INTRODUCTION TO THE PROJECT 01 - 46

History of Internet.

Internet Service Provider

Internet Services Industry

Service Sector

Objectives of Research

2. RESEARCH METHODOLOGY 47 - 49

Methods to be used

3. LITERATURE REVIEW 50 - 69

Data collected

Source wise theory explanation

4. TABULATION AND CLASSIFICATION 70 - 84

Tabulation of findings

Questionnaire wise classification & interpretation

5. IMPLICATIONS AND SUGGESTIONS 85 – 87

Implication and Suggestions

Limitations of the Project.

6. ANNEXURES 88 - 907. BIBLIOGRAPHY 91

EXECUTIVE SUMMARY

The objective of the research is to discover answer to the questions

and find out the truth which is hidden and which has not been

discovered yet.Before studying further we should understand the

meaning of I.S.P. An Internet service provider (ISP, also called

Internet access provider) is a business or organization that offers

users access to the Internet and related services. Many but not all

ISPs are telephone companies. They provide services such as

Internet transit, domain name registration and hosting, dial-up

access, leased line access and colocation.

Generally, an ISP charges a monthly access fee to the consumer.

The consumer then has access to the Internet, although the speed at

which this data is transferred varies widely.Internet connection speed

can generally be divided into two categories: dialup and broadband.

Dialup connections require the use of a phone line, and usually have

connections of 56Kbs or less. Broadband connections can be either

ISDN, Broadband wireless access, Cable modem, DSL, Fiber Optics,

Satellite or Ethernet. Broadband is always on (except ISDN that is a

circuit switching technology), and varies in speed between 64Kb and

20+Mb per second.With the increasing popularity of file sharing and

downloading music and the general demand for faster page loads,

higher bandwidth connections are becoming more popular.

In the today’s scenario, we all are well aware of various Internet

Service Provider in Market and various services provided by them.

The problem of this project is to study the market strategies of various

Internet Services Provider in Jalandhar. In this study I will take the

Internet services provided by various companies and they are:-

1. V.S.N.L

2. Bharti Airtel Ltd.

3. H.F.C.L. Connect

4. B.S.N.L

OBJECTIVES OF THE RESEARCH

1. To study the market strategies of VIDESH SANCHAR NIGAM

LTD.

2. To study the various services provided to customers by the

company.

3. To study the customer review and their satisfaction level.

4. To understand the various problems faced by customer.

RESEARCH METHODOLOGY

Universe :- The Universe in this problem is the four Internet Service

Providers operating in Jalandhar

Category of Respondents :- The respondents which I will take into

consideration for this study will be the Home Users, Coroporates and

Local SME’s using the services of these ISP’s

Sampling Design :- The sampling design for the project will be

Random Sampling Method.

Size of Sample :- For solving the problem of the project I will take

the views of 200 Respondents

Research Approach :- Survey Method

Data Collection Instruments :- The data Collection instrument will

be questionnaires

Source of Data :- Both primary and Secondry data will be the Source

fo this study.

IMPLICATIONSCompared to the objectives of the project, the researcher found the

following implications of the project:

Studying the market strategies of various Internet Service Provider

operating in Jalandhar made the researcher to look at various

problem faced by the companies to stand themselves in market. It

has also enabled the researcher to study their market structure

and strategies and how they attract customer with new ideas

The researcher after interacting with users come to know about

the various services which ISP’s are providing to their user to

retain their user base and it also help the researcher in

determining that how much is customer aware of the services of

his ISP.

Satisfying the customer is one of the major task or goal of every

company so here the researcher has also studied the customer

satisfaction level along with reviews of customer on various

services of their service providers. It concluded that in most of the

case either the customers are fully satisfied or fully dissatisfied

there is no neutral point.

Satisfaction of Customer also deals with satisfying the customer by

eliminating its problem. Here in this research the Researcher had

also tried to study the problem faced by customers and steps

taken by company to solve those problems and even the time

taken by company to solve those problems.

SUGGESTION

Dedicated retention efforts like telecalling and personal visits to

retain the customer at point itself.

Resolving any query or complaint relating to connectivity, VAS or

anu wrong commitment by the dealer or distributor .

Giving regular schemes and additional facilities to customer to

retain them.

Providing the option for free safe custody of the customer’s

account for him to remake his mind and convincing him

meanwhile.

Explaining in detail the various plans offered by the company and

convincing and shifting him to a plan that best suits his

requirements.

INTRODUCTION ABOUT THE RESEARCH

The objective of the research is to discover answer to the questions and

find out the truth which is hidden and which has not been discovered

yet.

Before studying further we should understand the meaning of I.S.P. An

Internet service provider (ISP, also called Internet access provider) is a

business or organization that offers users access to the Internet and

related services. Many but not all ISPs are telephone companies. They

provide services such as Internet transit, domain name registration and

hosting, dial-up access, leased line access and colocation.

Generally, an ISP charges a monthly access fee to the consumer. The

consumer then has access to the Internet, although the speed at which

this data is transferred varies widely.Internet connection speed can

generally be divided into two categories: dialup and broadband. Dialup

connections require the use of a phone line, and usually have

connections of 56Kbs or less. Broadband connections can be either

ISDN, Broadband wireless access, Cable modem, DSL, Fiber Optics,

Satellite or Ethernet. Broadband is always on (except ISDN that is a

circuit switching technology), and varies in speed between 64Kb and

20+Mb per second.With the increasing popularity of file sharing and

downloading music and the general demand for faster page loads,

higher bandwidth connections are becoming more popular.

HISTORY OF INTERNET

The USSR's launch of Sputnik spurred the U.S. to create the Defense

Advanced Research Projects Agency (DARPA) in February 1958 to

regain a technological lead. DARPA created the Information Processing

Technology Office to further the research of the Semi Automatic Ground

Environment program, which had networked country-wide radar systems

together for the first time. J. C. R. Licklider was selected to head the

IPTO, and saw universal networking as a potential unifying human

revolution. Licklider recruited Lawrence Roberts to head a project to

implement a network, and Roberts based the technology on the work of

Paul Baran who had written an exhaustive study for the U.S. Air Force

that recommended packet switching to make a network highly robust

and survivable. After much work, the first node went live at UCLA on

October 29, 1969 on what would be called the ARPANET, the "eve"

network of today's Internet. In December of 1970, Charles A. Petrik

contacted the U.S. Navy and suggested that a special communications

network, which the Department of Defense had built for use in the

possiblitity of a nuclear attack, could also be used during peace time.

Petrik convinced the military to connect the computers of the U.S.

National Laboratories for scientific research purposes, and to allow

these labs to get data to other labs faster, and safer.

The first TCP/IP wide area network was operational by 1 January 1983 ,

when the United States' National Science Foundation (NSF) constructed

a university network backbone that would later become the NSFNet.

(This date is held by some to be technically that of the birth of the

Internet.) It was then followed by the opening of the network to

commercial interests in 1985. Important separate networks that offered

gateways into, then later merged into the NSFNet include Usenet, Bitnet

and the various commercial and educational X.25 Compuserve and

JANET. Telenet (later called Sprintnet), was a large privately-funded

national computer network with free dialup access in cities throughout

the U.S. that had been in operation since the 1970's. This network

eventually merged with the others in the 90's as the TCP/IP protocol

became increasingly popular. The ability of TCP/IP to work over these

pre-existing communication networks allowed for a great ease of growth.

Use of Internet as a phrase to describe a single global TCP/IP network

originated around this time.

The network gained a public face in the 1990s. In August 1991 CERN,

which straddles the border between France and Switzerland publicized

the new World Wide Web project, two years after Tim Berners-Lee had

begun creating HTML, HTTP and the first few web pages at CERN. In

1993 the National Center for Supercomputing Applications at the

University of Illinois at Urbana-Champaign released the Mosaic web

browser version 1.0, and by late 1994 there was growing public interest

in the previously academic/technical Internet. By 1996 the word

"Internet" was common public currency, but it referred almost entirely to

the World Wide Web.

Aside from the complex physical connections that make up its

infrastructure, the Internet is held together by bi- or multi-lateral

commercial contracts (for example peering agreements) and by

technical specifications or protocols that describe how to exchange data

over the network. Indeed, the Internet is essentially defined by its

interconnections and routing policies.

As of January 2006, over 1 billion people use the Internet according to

Internet World Stats. With the emergence of the internet and recent high

speed connections becoming available to the public, the internet has

altered the way many people work in significant ways. Contrary to the

traditional 9-5 workday where employees commute to and from work,

the internet has allowed greater flexibility both in terms of working hours

and work location. Today, many employees work from home by

"telecommuting".

The internet and the advent of blogs has given employees a forum from

which to voice their opinions about their jobs, employers and co-

workers, creating a massive amount of information and data on work

that is currently being collected by the Worklifewizard.org project run by

Harvard Law School's Labor & Worklife Program.

INTERNET SERVICE PROVIDERS

An Internet service provider (ISP, also called Internet access provider or

IAP) is a business or organization that offers users access to the

Internet and related services. Many but not all ISPs are telephone

companies. They provide services such as Internet transit, domain name

registration and hosting, dial-up or DSL access, leased line access and

colocation.

Internet hosting services run servers, provide managed hosting, and

include the Internet connection Generally, an ISP charges a monthly

access fee to the consumer. The consumer then has access to the

Internet, although the speed at which this data is transferred varies

widely.

Internet connection speed can generally be divided into two categories:

dialup and broadband. Dialup connections require the use of a phone

line, and usually have connections of 56 kbit/s or less. Broadband

connections can be either ISDN, Broadband wireless access, Cable

modem, DSL, Fiber Optics, Satellite or Ethernet. Broadband is always

on (except ISDN that is a circuit switching technology), and varies in

speed between 64 Kb and 20 Mb per second or more. With the

increasing popularity of file sharing and downloading music and the

general demand for faster page loads, higher bandwidth connections are

becoming more popular.

The history of Internet Service Providers is integral to the development

of the formation of the modern internet, as well as the economic impact

it had on the world. Commercial use of the Internet began in the early

1990s, with companies like MindSpring serving limited customers and

connections starting in 1994. Many started out as small companies with

home made software, and server facilities in their garages. Users would

pay around $20 (£11.50) to $40 (£23) for a dial-up connection.

Connection speeds ranged from 9.6 kbit/s to 14.4 kbit/s, and

connections were unreliable. At the same time, larger companies such

as CompuServe and America Online had their own networks and

proprietary software for connecting - therefore CompuServe and AOL

were separate networks from the Internet, and neither continue to exist.

V.90 was developed in 1998, bringing download speeds up to 56 kbit/s.

Larger companies began to offer Internet services, propelling

acceptance of the Internet through advertising. Internet prices also

began to stabilize. The price for a dialup connection became $19.95 a

month.

By the 2000s, the battle over broadband also began to appear. DSL,

which was over phone lines, was an option for traditional ISPs. Cable

companies also became ISPs by offering cable modem access. During

the late 90s and early 2000s these technologies were in intense

competition. Pricing, technology, and market share drove the Internet

economy. Smaller ISPs however did not have access to the cable

system and DSL was too expensive. Many small ISPs began using

wireless technology to provide broadband access.

In 2000, The dot-com bust proved a serious threat to the established

ISPs. Smaller ISPs offering low-cost internet served a major challenge,

as well as an overall slump in the economy. Popularity of the Internet

was still on the rise but the companies providing the services were

finding a hard time breaking even. Many of the small ISPs still

functioned as normal as they operated on revenues and not overinflated

stocks.

As of 2005, the larger ISPs are turning a profit, often through a

combination of wireless, wired and content services, all subscription

based. One major challenge in the near future is that of free wireless

broadband access, possibly provided as a municipality.

INTERNET SERVICES INDUSTRY AN OVERVIEW

The state-owned Videsh Sanchar Nigam Limited (VSNL)

launched Internet Services in India in August 1995. For the first

four years , VSNL was the sole provider of Internet Services in

the Country. In November 1998, the Government ended VSNL’s

monopoly and allowed provisioning of Internet Services by

Private Operators. The Terms and Conditions of the ISP’s

License were unusually liberal with no License Fee and allowed

unlimited number of players. ISPs could set their own tariffs and

even their own International Gateways.

DoT issues three types of licenses – Category ‘A’ for all-India

operations; Category ‘B’ for metros and state - level circles, and

Category ‘C’ for medium and small cities (SDCAs). Presently

there are 390 License holders, 64 in Category ‘A’ and 135& 191

each in Category ‘B’ and ‘C’. About 189 licensees have started

their operations.

The Internet is certainly a major phenomenon in India today.

Everywhere one looks, the signs of its arrival and adoption are

visible. In fact it is being universally recognized that as the

Internet proliferates, so will E-Commerce and E-Governance and

E-Business. It is, therefore, in our National interest to boost the

expansion of Internet Services in the Country. This will also

enable the citizens to avail of the benefits arising out of IT

enabled services.

INITIATIVES BY THE GOVERNMENT

The New Telecom Policy, 1999 (NTP ’99) stipulates targets in

terms of establishing Telecom Network with a view to achieve

tele-density of 7 per 100 by the year 2005 and 15 per 100 by the

year 2010. The NTP ’99 also stipulates targets for providing

Internet Access to all District Headquarters by the year 2002. In

addition, the Government has initiated various pro-active

measures in the proliferation of the Internet Services in the

Country. Some of the important initiatives are as under :

ISP License is one of the most liberal License, wherein no

License Fee has been levied on the ISPs till 31st October

2003.Thereafter, a token license fee of Rs. One per annum

is payable w.e.f. 1st November 2003.

There is no restriction on the number of Service Providers

in all the three categories i.e. ‘A’, ‘B’, ‘C’.

ISPs have been permitted to set up International Gateways

by having business arrangement with Foreign Satellites

Providers and Collaborators.

ISPs have been permitted to provide last mile access using

Radio and Fiber Optics.

ISPs have been permitted to provide ISP Services through

Cable T V Infrastructure / Operators.

The Government has initiated an ambitious plan to

developed National Internet Backbone (NIB) in the country.

100% FDI allowed through automatic route to the ISP

(without gateways), 74% in case of ISPs setting up

International Gateways.

ISP's permitted to set up Submarine Cable Landing

Stations either singly or jointly in collaboration with

International Undersea Bandwidth Carriers.

National Long Distance Services opened to private sector

on non-exclusive basis.

International Long Distance Services opened up to private

sector on non-exclusive basis w.e.f. April 1, 2002

Implementation of IT Act, 2000.

Internet Telephony Services opened up to ISPs w.e.f. April

1, 2002.

De-licensing of W-LAN in 2.4 Ghz band using IEEE 802.11b

technology

Reduction of Performance Bank Guarantee by 50% for

Category A & B ISPs and 33% for Category C ISPs.

Since 1995, a number of countries have permitted VOIP as a

technology option to the classical PSTN as well as Internet

Telephony so as to provide a cheaper alternative to classical

PSTN calls. In India, the ISPs were allowed to offer Internet

Telephony Services with effect from April 1, 2002. With the

choice availability of Toll Quality (PSTN) and Non-Toll Quality

options, Internet Telephony has thrown open Long Distance

Telephony to those sections of Society, which could not afford

the same earlier. Further, Internet Telephony is proving to be a

key driver for local entrepreneurs to set up Community

Information Centers / Cyber-kiosks / Internet Dhabas, etc even

in small towns and villages. In fact it has made distance

learning, Tele-medicine and e-governance etc a reality in Indian

context.

More than 90 ISPs have been granted license for offering

Internet Telephony Services. There has been a substantial

growth in the Cyber Café / Cyber Dhabas offering Internet

Telephony Services. It is expected that Internet Telephony will

provide fillip to the demand for network facilities including

bandwidth, last mile access and other connectivity resources

and bridging the digital divide within the Countr. However, an

important issue needing immediate attention is tackling the

Internet Telephony Grey Market which is estimated to be about

90 per cent of the total Internet Telephony market in India and

requires concerted efforts by Government and industry. It is

imperative that all leading ISPs including VSNL, BSNL and

MTNL join hand to tackle the menace.

Growth Rate

During the first three years of VSNL monopoly, the Internet

subscriber base grew very slowly. By the end of March 1998, it

had barely reached 140,000 subscribers. The end of VSNL’s

monopoly changed things dramatically wherein, the entry of

private players, unlimited and open competition, and the

lowering of tariffs, among other factors, led to the phenomenal

surge in the subscriber base growth. Between March ‘99 and

March ‘01, the subscriber base grew more than 200 percent per

year, from 280,000 to 3,000,000.

The following Table is indicative of the trends in the Growth of

Internet subscriber base.

Month/ Year Subscriber Base (Millions)

Aug' 95 0.01

Mar' 96 0.05

Mar' 97 0.09

Mar' 98 0.14

Mar' 99 0.28

Mar' 00 0.90

Mar' 01 3.00

Mar' 02 3.20

Mar' 03 3.60

Sep' 03 3.98

Dec' 03 4.10

While the Government has been propelling India towards the

‘Information Age’ and ‘Convergence’ by announcing enabling

Policies toward development and progress with an ultimate goal

of “Internet for All”. However, the implementation of some of

these policies have been beset with various operational,

procedural & regulatory issues and supporting legal framework,

which is inhibiting the reach and benefit of Internet to the

masses in the Country. The declining growth rate of Internet

Subscriber Base since April 2001 coupled with reduced inflow of

Capita Investment, is indicative of the serious maladies, which

the Internet Industry is facing today.

The growth rate in the subscriber base which was as high as

54% per quarter during the period Apr ‘99 to Mar ’01 is on a

constant decline and was of the order of 3-4 % during the

quarters ending June, Sept & Dec 2001. It is, therefore,

imperative that we review the Internet Scenario in India and

identify and initiate effective steps to trigger a faster growth.

SERVICE SECTOR

In economics and marketing, a service is the non-material equivalent of

a good. Service provision has been defined as an economic activity that

does not result in ownership, and this is what differentiates it from

providing physical goods. It is claimed to be a process that creates

benefits by facilitating either a change in customers, a change in their

physical possessions, or a change in their intangible assets.

By supplying some level of skill, ingenuity, and experience, providers of

a service participate in an economy without the restrictions of carrying

stock (inventory) or the need to concern themselves with bulky raw

materials. On the other hand, their investment in expertise does require

marketing and upgrading in the face of competition which has equally

few physical restrictions.Providers of services make up the Tertiary

sector of industry.

Service sector is a new frontier for marketing strategy. Service sector

continues to be an ever more important part of the gross national

product of developing and developed nations. Health Care, tourism,

recreations, engineering, telecom, internet, education, financial services

etc are vital to health and prosperity of every nation.

Today the time has arrived when any company any sector can get

competitive edge on others by providing uninterrupted services.

Multidimensional development in Information Technology activated and

energized by the developed countries has made ways of sophistication

in almost all areas. The invention and innovation have been paving

avenues for qualitative transformation almost in all areas. This has been

successful in increasing the level of satisfaction of the customers. The

globalization and liberalization has opened new vitas for development of

services generating organization. The intensity of the competition is

found moving upward. The organizations active in enriching their

strength have been found establishing an edge and compelling the weak

organizations making final good bye.

There for in present scenario companies are striving to make their

services better to retain the customer because selling services is difficult

from selling products.

FOUR “ I’s ” RELATED TO SERVICE MARKETING

INTANGIBILITY

FOUR I’s OF

INSEPERABILITY SERVICE INCONSISTANCY

MARKETING

INVENTORY

1. INTANGIBILITY : - Intangibility is an important consideration that

complicates responsibility of marketing manager, especially while

influencing and motivating prospects and customers. The good of

tangible nature can be displayed. The prospects of the buyer can

have a look on them before making any decisions. Selling process

is therefore easy. But services are intangible nature and therefore

decision making process is complicated.

2. INSEPERABILITY : - This is also a feature which complicated the

task of professional while marketing the services. The

inseparability focuses on the fact that the services are not

separable in nature. Generally the services are created and

supplied simultaneously.

According to Donald Cowell “Goods are produced, sold and then

consumed where as services are sold and then produced and

consumed.”

3. INCONSISTANCY : - This aspect can infact touch various factors.

Services are not consistent in terms of existence, heterogeneity,

availability. Say goods bought by us remain existent, durables,

continue for a long time period. Non Durables for limited period.

But services are non existent in nature. Similarly services can not

be measured easily. There is an inconsistency. It may depend

upon the mood of service providers.

4. INVENTORY : - Goods can be accumulated and inventory can be

maintained. But it’s not possible to make inventory of services. It is

these four is that marketing of services is bit difficult. So it

becomes very important for the marketer to overcome these I’s.

EIGHT P’s OF PRODUCT MARKETING

EIGHT P’s

Main 4 P’s Additional

4 P’s

Price Product Place Promotion People Process Product Physical

Evidence

1. PRODUCT :- Here we are considering the services as product

other wise also according to 10 Kohlel “ Any product can be

consisted of there components i.e. Goods , Services and Idea.” A

product should be designed according to market needs.

2. PRICE :- Price is also one of the major factors related to the

marketing of services. The scenario has changed. Market dynamics

is forcing the marketers to design the pricing policy of the

competition

3. PLACE :- The services or the product marketing has major factors

of availability. To make goods and services freely available so that

they are easily in reach of customer. What kind of distribution

channel is involved in making assuring the availability?

4. PROMOTION :- Companies in service sector use different media for

promotions. Through in products selling also there is different media

of promotion various advertising techniques and sales promotion

campaign are being used. But in service sector customer

involvement and customer relationship management plays a major

role

5. PHYSICAL EVIDENCE :- As now days all the service providers are

opening their offices in all the major cities so that customers can

easily reach of the companies.

6. PEOPLE :- As services are inseparable so satisfaction of the

customer form services also depends upon the people who are

involved in providing the services.

7. PROCESS : - It takes a process to make a plant from a seed. So a

company who is providing services actually involves with the

customers.

8. PRODUCTIVITY :- Productivity in services deals with providing a

huge bunch of services along with retaining the customer for the

future course of action and to generate productivity.

TRAI’S LATEST REGULATION ON ISP’STRAI released Consultation Paper on "Issues Relating to Transition of

IPv4 to IPv6 in India". As a continuation of its initiative for accelerating

the growth of broadband in the country TRAI have issued a consultation

paper to deliberate on various issues relating to transition from IPv4 to

IPv6 in the country.

The growing number of ‘Always On’ Broadband connections will require

a large number of IP addresses. It is felt that the current version of

Internet Protocol (IPv4) may not be able to provide requisite address

space.

IPv6, which is next generation Internet protocol, has capacity to expand

the available address space on the Internet enormously as well as

having the capability to provide better QOS. In addition IPv6 is designed

to promote higher flexibility functionality & enhanced security.

The paper provides the necessary platform for discussing the various

related issues like facilitating role of regulator, policy initiative required,

need for national IPv6 test bed, establishing national agency for

managing IP addresses and IPv6 transition strategy for service

providers. In addition some of the examples of successful

implementation from other countries have been included. This initiative

of TRAI is to complement the efforts of Department of Information

Technology (DIT) towards country’s transition to IPV6.

SOME INTERESTING FINDINGS BY SURVEY ON INTERNET

Over 78% of the Internet Users are in the age group 18-39

years and 75% of the Internet Users are Males.

The Capital Cities (New Delhi and Other State Capital)

accounts for 79% of Internet Connections of the Country.

More than 86% of top Corporate Houses have endorsed

that Internet and E-Commerce is an integral part of their

corporate strategic framework.

Over 76 % of the Internet Users use E-mail Services

Over 61% of the Users Access Internet from school,

colleges, place of work and Cyber Cafes while 27% access

Internet from homes.

Among the career conscious and education driven middle

class, Internet is seen as critical to success in professional

life.

There are approx 59 million telephone connections

(including Mobile) and 8.5 million PC base in India.

WHY MARKETING OF INTERNET IS REQUIRED

1. IMMENSE COMPETITION : -

Now a day there is immense competition in market. For making

any product and services successful good marketing is very much

required. If we consider the internet service sector few no. of

players are there in market.

2. RETAIN AND ATTRACT CUSTOMER :-

In order to retain the old customer base and attract new

customers’ good marketing is required.

3. TO BOOST CUSTOMER’S CONFIDENCE :-

As specified earlier intangible its very much required to build the

confidence of customer so that he can decide for opting for the

services of a particular internet service player.

4. PRICE WAR :-

As price war cant play a major role in this service sector because

of TRAI’s intervention and also its not beneficial for the service

providers. So good marketing can help in getting more and more

customers.

5. QUALITY OF SERVICE :-

To tell the customers about the various options available and

provided by the internet service players it’s very much required

that proper marketing of internet services should be there.

INTRODUCTION OF THE COMPANIESVIDESH SANCHAR NIGAM LTD.

The first Submarine Telegraph Cable from U.K. landed in Bombay in

1870, heralding the era of external telecommunications in India.

The Eastern Telegraph Co. (ETC) of 1872 and the Indian

RadioTelegraph Co. (IRT) of 1927 merged to form the Indian Radio and

Cable Communications Co. (IRCC) in 1932. The H.F. Radio telegraph

made its appearance on the scene in 1927, followed by Radio telephony

in 1933. Consequent to India's Independence in 1947, there were

phenomenal developments in her communication system and

technology. The Government of India took over the IRCC, giving birth to

the Overseas Communications Service (OCS), a Government

Department.

The satellite era dawned in 1970. India also had, by 1982, wideband

submarine telephone cable system and Troposcatter system in the

external telecommunications network.On April 1, 1986, the Videsh

Sanchar Nigam Limited (VSNL) - a wholly Government owned

corporation - was born as successor to OCS.

There were unexpected developments in mobile communications too.

Now it is possible to communicate and do business with people on the

move - on land, on the high seas or in the air, even while you are

moving from one place to another. These developments also made

possible safety through communications - during natural calamities like

flood or earthquake or man-made calamities like war, when conventional

systems are thrown out of gear.

Meanwhile, VSNL introduced Internet services in India in the year 1995.

The new era of communications started towards the new millennium. In

February 2002, the Government of India, as per their disinvestments

plan, released 26% of VSNL's equity to a strategic partner.

Consequently, VSNL was taken over under the administrative control of

TATAs. It is under the Management of TATAs - India's best known

industrial house-that VSNL is now charting its future course

Videsh Sanchar Nigam Limited (VSNL)

VSNL was incorporated on April 1, 1986 under the Indian Companies

Act , 1956 to take over the activities of the erstwhile Overseas

Communication Services (OCS). The company operates a network of

earth stations, switches, submarine cable systems, and value added

service nodes to provide a range of basic and value added services.

VSNL's main gateway centres are located at Mumbai, New-Delhi,

Kolkata and Chennai. The international telecommunication circuits are

derived via Intelsat and Inmarsat satellites and wide band submarine

cable systems e.g. FLAG, SEA-ME-WE-2 and SEA-ME-WE-3.

The company's ADRs are listed on the New York Stock Exchange and

its shares are listed on major Stock Exchanges in India. The Indian

Government owns approximately 26% equity, M/s Panatone Finvest

Limited as investing vehicle of Tata Group owns 45% equity and the

overseas holding (inclusive of FIIs, ADRs, Foreign Banks) is

approximately 13% as on 31 December 2002, the rest is owned by

Indian institutions and the public.

VSNL with its dedicated work force of about 2000 employees is

committed to providing efficient and cost effective world class

telecommunications services.

VSNL AND ITS EMPLOYEES

VSNL offers its employees careers and not jobs. The large numbers of

employees with life tenure at VSNL testify to that. The secret to this

loyalty lies in the following:

Performance Based Culture:

VSNL has a strong performance based culture wherein the performance

and potential of the employee determines their sustenance and growth.

Growth:

Due to the scorching pace of growth VSNL provides its achievers a fast

paced growth path. Those who show potential are soon given higher

responsibilities. Employees grow into higher roles within the multiple

business units of VSNL as well as group companies in the telecom

space and outside it.

Competency and skill up gradation:

VSNL believes in upgrading the competency and skill level of the

organization through upgrading the competency and skill levels of its

employees. The two initiatives through which this is sought to be

achieved is –

Resource Planning – Through which employees are identified

and moved across business units and functions.

Training - We provide extensive training inputs in technical and

managerial areas. Employees are expected to maintain their

technical excellence and develop managerial skills through the

process of training.

Good HR Practices:

Fair and transparent Performance Evaluations:VSNL has an

online appraisal system based on the Balanced Score Card. The

system is completely transparent and is used to drive performance

through the organization. The system defines expectations from the

employee, monitors his/her performance and finally helps in the

evaluation.

Compensation linked to achievement: At VSNL your compensation

is strongly linked to your performance. All employees have the

opportunity to perform exceptionally and get paid exceptionally

Employees @ VSNL:-

High achievement profile – We are looking for employees who

have demonstrated high achievement profile.

Domain expertise – Employees need to have in depth knowledge

of their areas of expertise.

Team player – VSNL is looking for individuals who contribute

strongly towards team goals and have the interpersonal skills that

help to forge strong relationships within a team.

Integrity – Integrity is a very basic requirement from any

employee in VSNL. The employee has to have the ability to

discern wrong from right and take a stand against it. The employee

has to have the ability to say no to shortcuts which compromise

his/her and/or the company’s integrity.

CORPORATE STATEMENT OF VSNL

Corporate Statement

Enriching life by enabling

reliable and

affordable communication anytime,

anywhere.

We will strive to be the preferred partner to our customers by providing

appropriate and cost-effective

communication solutions.

Customer Delight

ExcellenceTeamworkTrustCompetitiveEmployer of Choice

BOARD OF DIRECTORS OF VSNL

Mr Subodh Bhargava

Designation : Chairman Address :Videsh Sanchar Nigam Limited, Videsh Sanchar Bhavan, Bangla Sahib Road, New Delhi – 110 001

 

Mr. Srinath Narasimhan

Designation : Executive Director

Address : Lokmanya Videsh Sanchar Bhavan, Opp. Kirti College, Prahadevi.Mumbai - 400 028

 

Mr Ishaat Hussain

Designation : Director

Address : Executive Director (Finance)Tata Sons LimitedBombay House, 24 Homi Mody StreetMumbai - 400 001

 

Mr. Kishor A. ChaukarDesignation : Director

Address : Managing Director. Tata Industries LimitedBombay House. 24 Homi Mody Street. Mumbai

 

Mr. Pankaj Agrawala

Designation : Director

Address : Electronics Niketan 6, CGO Complex, Lodhi Road New Delhi – 110 003.

 

Dr. Mukund Govind Rajan

Designation : Director

Address : Vice President, Tata Sons Limited Bombay House 24, Homi Mody Street Fort, Mumbai 400 001.

 

Mr. N. Parameswaran

Designation : Director

Address : Department of Telecom Sanchar Bhawan, 20, Ashoka Road, New Delhi – 110 001.

 

Mr. P.V Kalyana Sundaram

Designation : Director

Address : AP 692, 50th Street, 9th Sector, K.K. Nagar, Chennai -600 078.

 

Dr. V.R.S. Sampath

Designation : Director

Address : C-4, Lloyds State, Chennai – 600 014.

 

Mr. Amal Ganguli

Designation : Director

Address : J-6/7 DLF, Phase II, Gurgaon 122002. Haryana

CAPITAL STRUCTURE OF VSNLVidesh Sanchar Nigam Limited was incorporated as a limited liability

company under the laws of the Republic of India pursuant to the

provisions of the Companies Act on March 19, 1986 and was, at that

time, wholly owned by the Government of India. On April 1, 1986, the

Company assumed control and management of all of the assets and

employees of the Overseas Communications Service, a department of

the Ministry of Communications of the Government. In 1992 and 1999,

as part of its general policy of gradually reducing its holdings in public

sector enterprises, the Government divested a portion of the equity of

the Company to certain funds, banks and financial institutions controlled

by the Government and the general public. In 1997 and 1999, the

Government also sold some of its equity holdings through the issuance

of Global Depositary Receipts (GDRs).

On February 1, 2001, the Government of India announced its intention

to sell from its holding shares equivalent to 25 percent of the outstanding

equity of the Company to a strategic partner through the competitive

bidding route. As per the announcement made on February 5, 2002 by

the Government of India, Panatone Finvest Limited was selected by the

Government of India as the strategic partner for the sale of 71,250,000

fully paid-up Equity Shares representing 25 percent of the voting capital

of the Company. Subsequently, Panatone Finvest Limited purchased an

additional 20 percent stake through Open/Tender Offer on June 8, 2002,

increasing its stake to approximately 45 percent.

The Company is the provider of public international telecommunication

services in India routing international traffic to and from the domestic

telecommunications network using a combination of satellite and

undersea cable links. The Company also provides national long distance

telecommunications services, leased lines, internet and broadband

services.Capital Structure as of 31 March 2006

The Company was registered with limited liability on March 19, 1986

under Indian Companies Act, with a Share Capital of Rs.100 Crores

represented by 1,000,000 shares of Rs.1,000 each. There have been no

changes in the amount of the Authorised Share Capital of the Company

since 1986 till December 2000. However, the structure of the paid-up

capital changed through various restructuring processes which included

bonus issues in 1992 & 2000 and a GDR issue in 1997 resulting in the

increase of Authorised Share Capital to Rs.300 Crores and Paid-Up

Capital of Rs.285 Crores.

Of this, as of 31 March 2006 the Panatone Finvest Limited (alongwith

other Tata Group companies) holds approximately 45%, Government of

India holds 26.12% and the rest of the share capital is held by Foreign

Institutional Investors, financial institutions, banks, depositary for

American Depositary Receipts (ADRs) and public. The equity shares of

the Company are listed at The Stock Exchange, Mumbai and the

National Stock Exchange and its ADRs are listed on US market at the

NEW YORK STOCK EXCHANGE (NYSE). The listing on NYSE was

done through the conversion of the underlying GDRs to ADRs. At

present each ADR is equivalent to two equity shares.

SOME OF THE MILESTONE OF THE COMPANY2006 VSNL completes acquisition of Teleglobe

2005 VSNL chosen Network Administrator of global consortium cable system SEA-

ME-WE4 First for an Indian company

2005 VSNL completes 5 Years of listing at the NYSE

2005 VSNL Acquires Tyco Global Network – Becomes one of the world’s largest

submarine cable system.

2004 VSNL Completes First Indian-Owned Undersea Fiber-Optic Cable

2004 VSNL signs landmark deal with Bharti for 100,000 fibre kms National Long

Distance Backbone

2004 VSNL First Telecom Service Provider To Achieve TL 9000 Certification

Globally

2004 VSNL Acquires Assets of DishnetDSL

2004 VSNL America Inc., wholly owned subsidiary of VSNL awarded International

Section 214 authorisation in the United States, to operate in the United States

as an international-facilities-based and resale carrier.

2004 VSNL Singapore Pte Ltd formed to function as holding company for overseas

business of VSNL Group and Head Quarter for VSNL International.

2003 VSNL Floats Subsidiary, VSNL America Inc In the United States

2003 VSNL Receives License To Offer ILD Services In Sri Lanka

2003 VSNL presents TATA INDICOM, a new brand for Telecom Services

2002 Unveiling of SAT-3/WASC/SAFE submarine cable station in Kochi.

2002 VSNL becomes a TATA Group Company. TATA stake at 45%

2002 GOI disinvestment through Strategic Sale (25%) and Employee Stock Option

(1.97%).

HFCL CONNECT

HFCL Infotel Ltd., the first basic telephony services provider for Punjab

launched it’s operations on 16th October, 2000. Today CONNECT has

added a milestone to the rich economy of Punjab by providing world-

class telephony and data services in the state.

CONNECT is a business venture of Himachal Futuristic

Communications Ltd., India's leading telecommunications giant.

CONNECT is further supported by the expertise of Lucent Technologies

USA, IIT Chennai, Compaq, Cisco, CGI, Bell Nexxia and Cincom.

Lucent is a Fortune 40 company and the world leader in design,

development and manufacture of communication systems.

With an investment of over Rs.1200 Crores HFCL Infotel, has set up a

state-of-the-art network in over 66 towns and cities in Punjab. The

average revenue per line (ARPL) for CONNECT subscribers is already

amongst the highest in the country. With a clear focus on acquiring

quality subscribers through targeted roll out and by using revenue

oriented marketing plans we intend to maintain this trend in the future.

The wide array of innovative products and services in the data and

broadband segment has further allowed the Company to maximize it's

revenue drive.

The service encompasses voice, data and video, via single connectivity,

as also mobile telephony based on CDMA technology, to customers.

CONNECT was the first operator in the country to provide a CDMA

based pre-paid mobile service. Besides telephony and Internet access

CONNECT services include an array of broadband, enhanced and data

services like Internet Leased Lines, ISDN, VPN, Centrex, Web Hosting,

DSL and server Co-location. Customised solutions specifically for

corporate customers are devised and provisioned. Services like Video

Conference, Audio Conference, Phone to mail and VMS form an

important part of the CONNECT portfolio.

Exclusive world-class showrooms to provide high quality customer care

to CONNECT subscribers at an exclusive one-stop shop have been set

up to fulfill total communication needs of the subscribers. It provides a

single window opportunity to address all customer queries, besides

serving as an outlet for sale of all CONNECT products. These

aesthetically beautiful outlets allow CONNECT subscribers to subscribe

to any of CONNECT services while experiencing a demo of exclusive

CONNECT services like Phone to mail, Audio Conference Bridge, Video

Conference, DSL etc. At the Connect World, a customer can subscriber

to a telephone connection, buy Phone cards, CDMA mobile handsets,

Customer Premises Equipment (CPE) and Internet products. One can

also make bill payments, register a complaint and seek information on

any of the company's products or services. Specially trained executives

attend to the customer needs and ensure that they are met with speed

and efficiency.

An agreement has been signed between the Government of Punjab and

HFCL Infotel Ltd. wherein CONNECT will provide free data connectivity

for the government's e-governance & citizen services projects. This

connectivity will facilitate communication between state headquarters,

district headquarters, sub-divisions and blocks. The e-Governance

project will help the government in improving revenue collection, delivery

of citizen services, increase government accountability and transparency

thereby increasing citizen trust in government besides providing

effective MIS for government decisions. This will effectively involve

stakeholders, including NGOs, business, and interested citizen in new

ways of meeting public challenges.

Indeed with a future-proof network, that connects every town and village

in Punjab, along with an emphasis on service excellence and quality,

HFCL's CONNECT has gone much beyond customer expectations.

AIRTEL

Airtel comes to you from Bharti Tele-Ventures Limited - a part of the

biggest private integrated telecom conglomerate, Bharti Enterprises.

Bharti Enterprises has been at the forefront of technology and has

revolutionized telecommunications with its world class products and

services. Established in 1976, Bharti has been a pioneering force in the

telecom sector with many firsts and innovations to its credit. Bharti has

many joint ventures with world leaders like Singtel (Singapore Telecom);

Warburg Pincus, USA; Telia, Sweden; Asian infrastructure find,

Mauritius; International Finance Corporation, USA and New York Life

International, USA.

Bharti provides a range of telecom services, which include Cellular,

Basic, Internet and 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.

The Airtel visual identity has different elements that work together to

create a strong and consistent identity for the brand. The most important

of these are:

The Airtel Logo

The Airtel logo is a strong, contemporary and confident symbol for a

brand that is always ahead of the rest. It is a specially drawn wordmark.

The Airtel Image style

It incorporates two solid, red rectangular forms whose counterform

creates an open doorway.

The Airtel Typographical style

The title case lettering with its capital 'A' was deliberately chosen to

reinforce the brand's leadership position. The red dot on the letterform 'I'

cues Airtel's focus on innovation.. The words 'Express Yourself' are very

much part of the brand identity.

The Airtel Colour Palette

The lettering is grey so that the pure black of Airtel is visually unharmed.

BHARAT SANCHAR NIGAM LTD.

On October 1, 2000 the Department of Telecom Operations,

Government of India became a corporation and was christened

Bharat Sanchar Nigam Limited(BSNL). Today, BSNL is the No. 1

Telecommunications Company and the largest Public Sector

Undertaking of India with authorized share capital of $ 3977 million

and networth of $ 14.32 billion. It has a network of over 45 million

lines covering 5000 towns with over 35 million telephone

connections.

With latest digital switching technology like OCB,EWSD,AXE-

10,FETEX,NEC etc. and  widespread transmission network including

SDH system upto 2.5 gbps, DWDM system upto 80 gbps,Web

telephony,DIAS,VPN, Broadband and more than 400,000 data

customers , BSNL continues to serve this great nation .Its

responsibilities include improvement of the already impeccable

quality of telecom services, expansion of telecom network,

introduction of new telecom services in all villages and instilling

confidence among its customers.

 BSNL has managed to shoulder these  responsibilities remarkably and deftly. Today

with over 45 million line capacity, 99.9% of its exchanges digital, nation wide Network

management & surveillance system (NMSS) to control telecom traffic and over  4,00,000

route kms of OFC network, Bharat Sanchar Nigam Ltd is a name to reckon with in the

world of connectivity. Along with its vast customer base, BSNL's financial and asset

bases too are vast and strong. Consider the figures, as they speak volumes on  BSNL's

standing:

The telephone infrastructure alone is worth about Rs. 1,00,000 crore

(US $ 22.74 billion)

Turnover of Rs. 31,400 crore ( US $ 7.14 billion)

 Add to which, BSNL's nationwide coverage and reach,

comprehensive range of telecom services and a penchant for

excellence; and you have the ingredients for restructuring India for a

bright future. Today.

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OBJECTIVES OF THE RESEARCH

5. To study the market strategies of VIDESH SANCHAR NIGAM

LTD.

6. To study the various services provided to customers by the

company.

7. To study the customer review and their satisfaction level.

8. To understand the various problems faced by customer.

RESEARCH METHODOLOGY

Universe :- The Universe in this problem is the four Internet Service

Providers operating in Jalandhar

Category of Respondents :- The respondents which I will take into

consideration for this study will be the Home Users, Coroporates and

Local SME’s using the services of these ISP’s

Sampling Design :- The sampling design for the project will be Random

Sampling Method.

Size of Sample :- For solving the problem of the project I will take the

views of 200 Respondents

Research Approach :- Survey Method

Data Collection Instruments :- The data Collection instrument will be

questionnaires

Source of Data :- Both primary and Secondry data will be the Source fo

this study.

LIMITATION OF THE RESEARCH

1. Time constraint

2. Response of the respondents

3. Small sample size.

4. Poor response of the respondents

5. The study is conducted in Jalandhar area and not applied to the

region.

6. Different services provided by the same ISP and competeting in

between ourselves.

STEPS FOR RESEARCH METHODOLOGY

The seven steps that followed as a research methodology are as follow:-

Define the problem that is faced

Specify what information is needed

Identify the source of Information

Decide the technology for enquiring the information

Gather and process the information

Analysis & interpret the Information

Present the finding to the decision matter.

LITERATURE REVIEW

Telecom Asia,  Nov, 2003www.dxm.org/techonomist/news/vsnl2.html

Hong Kong: Asia Netcom enters into a partnership with Indian Internet

services firm Sify to provide high-speed private network services to

global firms planning to set up back office units in India, Asia Netcom

president William Barney says the new agreement aimed to exploit an

outsourcing boom in India and would help triple the company's revenue

from the country by 2008.

------------------------------------------------------------------------------------------------

The Indian Techonomist By: Deus X Machina,

India's VSNL, MCI, to launch Internet service by August 15th

wwwdxm.org/techonomist/news/vsnl2.html

August 1, 1995: The Indian public may get full Internet access at

reasonable prices when Videsh Sanchar Nigam Limited (VSNL), the

public sector company with a monopoly over overseas communications,

launches its Internet Gateway "by August 15th" - Indian Independence

Day. The Gateway will be connected to the world through satellite or

terrestrial links to MCI.VSNL's plans were leaked earlier this year, and

were very confused when reported in a bulletin from the (then unnamed)

Indian Techonomist on April 23rd. They seem somewhat clearer now,

and have already purchased equipment (including Alpha servers from

Digital).

Unlike the two other government-run networks, ERNET and NICNET,

which are not available to the general public, VSNL's service will be

open to students, 'professionals' (individuals) and corporations. They will

also be available to e-mail providers (who are burdened by $80,000

annual licence fees) and Internet service providers. The latter don't exist

yet, thanks to Department of Telecommunications (DoT) rules that

increase charges prohibitively when two networks interconnect. VSNL

itself will be able to offer its services because it will emphasise

international connectivity - hence the service's name, the 'Gateway' -

and will not build infrastructure within the country.

VSNL will be available through dial-up lines in Delhi and Bombay, and

later other cities such as Bangalore and Pune. It will be available

through the DoT's I-NET network. This is based on the X.25 protocol

and can be accessed through a local call in major cities, and through a

special long-distance code at concessional rates from elsewhere.

As predicted in the earlier bulletin, VSNL will probably not be able to

cope with demand. It expects at least 20,000 users nationwide in the

first year, but has planned for only about 100 dial-in lines. It's inter-city

network will be based on 64 kbps lines leased from the DoT, and it's link

to MCI in the US will be between 128 kbps and 2 Mbps.

And VSNL is - as their Chief General Manager, Planning, told the

Techonomist today - still committed to providing 250 hour/year accounts

to 'students' for US$ 16 (Rupees 500) annually, later this year. To begin

with, services will range from $160 for 250 hours for individuals (shell

account only), through corporate SLIP/PPP at $600/year, to 128 kbps

leased connections to other service providers at $100,000/year

(excluding last-leg line costs).

Intelsat to Launch Internet Connectivity Via Satellite in India

World IT Report,  Apr 10, 2003  

http://findarticles.com/p/articles/mi_m0FGI

Intelsat, the US satellite communication provider, plans to launch

Internet connectivity via satellite covering both the space and terrestrial

segments. Up until now, the company only offered solutions in the space

segment.

Erich M Fischer, the company's director for strategy and business

development, stated that Intelsat's Internet Trunking Service is the first

product that combines space and terrestrial segment capabilities in

order to provide high-speed Internet backbone connectivity for Internet

service providers (ISPs). Intelsat plans to introduce this product in India

first and then in other developing markets in Africa, Latin America and

Asia Pacific, according to the Financial Express.

Intelsat plans to introduce its Internet Trunking service to both category

'A' and 'B' ISPs via Intelsat Global Sales and Marketing Ltd., Intelsats'

subsidiary. The Internet Trunking Service will provide Internet access via

satellite by providing space segment capacity, a regional hub, teleport

service and access to the Internet backbone in either in Europe or in the

US.

Intelsat has four satellites covering the Indian Ocean region (each at 60,

62, 64 and 66 degrees) and another two satellites covering the Asia

Pacific region at 83 and 110.5 degrees. Intelsat has a total of 21

satellites in orbit, each with a capacity of over 90 transponders. -

(EMEconomy.com)

March 22, 1999

India ISP Policy Helps Networkers, Neglects Providers

http://www.internetnews.com/bus-news/article.php/84111

The much acclaimed ISP policy is good for network equipment vendors

but e-mail service providers continue to be left out in the cold. while

much has been written about the vast market the policy opens up for the

prospective ISPs, little is known or at least is being discussed about the

business opportunities that this will open up for networking component

vendors, specially the infrastructure equipment sellers.

Obviously, they will start making money even before the ISPs do.

Servers, routers, modems and local area networking equipment would

comprise the main components of the network.

"If one goes by the experience in South East Asia, there should be over

300 ISPs in a city like Mumbai," maintained a senior official at Ascend

Communications Pte Ltd. This, he points out, would open up a large

market for infrastructure equipment. Most of the networking majors are

finalizing strategies to get a big slice of the market. 3COM, Digital,

Ascend, and Cisco have already started their marketing exercise, while

Shiva is also believed to be eyeing the market. 3COM has already

supplied components for the state-run Videsh Sanchar Nigam Ltd.'s

(VSNL) network. As far as remote access servers are concerned, 3COM

boasts of a 60 percent market share worldwide.

'Total control,' as its remote access concentrator is called, is very

popular among ISPs, sources maintain. Supporting both digital and

analog lines, it is claimed to provide flexibility to the ISPs. Ascend has

also emerged strong in remote access servers in the Southeast Asian

markets. While Cisco is the leading player in routers, Digital is strong in

servers. The cost of setting up a network depends on the number of

subscribers an ISP is targeting and the features which an ISP will

provide. For an ordinary dial-up service, cost per port is anywhere

between Rs 20,000 (US$472) and Rs 30,000 (US$709).

Industry observers point out that an important factor which will impact

the life expectancy of ISP industry entrants is the port tariffs to be

charged by VSNL. "Such high charges will make the whole business

unviable," said a potential Internet service provider. "Instead, to

encourage the services, the government should lower the port charges

to be paid by the service providers, which will in turn lower the tariff

which the companies will charge from the subscribers," he said. This

factor has dampened the prospects of having a large base of ISPs, as

only big players can be expected to remain in the sector, being able to

sustain losses for a long time.

Another major problem about the Internet in the country is that the policy

does not permit the ISPs to provide Internet connection through cable

TV networks. In India, there are more than 50 million subscribers of

cable TV, according to a rough estimate. Many feel that it will be easier

to distribute Internet services through cable networks.

Moreover, the ambitions of e-mail service providers wishing to make a

head-start in the business of Internet service are difficult to realize,

according to market observers. The policy states that e-mail licensees

have to obtain separate ISP license for each service area and should

implement the service independent of their existing e-mail networks.

The e-mail licensed service is based on a different protocol and the e-

mail nodes are connected with 64 kbps data leased lines and may not

be upgradable to provide Internet service at all.

VoIP will Benefit Small Service Providers in IndiaWorld IT Report,  Apr 10, 2003  

http://findarticles.com/p/articles/mi_qn4175/is_20030410/ai_n12929284

Voice over Internet Protocol (VoIP) will not only benefit the large service

providers in India, but will also offer business opportunities to smaller

companies.

Vijay Yadav, the country manager of CommWorks India, a 3Comm

company, recently stated "VoIP will provide scope for new and cost

effective service without huge investments. The scope is not just for the

big companies as even smaller companies can come out with cutting

edge services," according to the Business Standard.

Vijay Yadav added that in the traditional telephony industry, the cost of

starting new services and executing them is high, yet with the

introduction of VoIP, the cost of both will fall. In addition, telecom service

providers can use VoIP to provide higher value services (like voice mail

and roaming mailing) to earn more revenues. -(World IT Report.com)

NetKracker Third Largest ISP in India - Internet service provider - Brief ArticleISP Business,  Sept, 2001  

http://findarticles.com/p/articles/mi_m0IGP/is_9_4/ai_78974803

NetKracker, the retail ISP arm of Wipro Net, has jumped to the third

position after Videsh Sanchar Nigam Ltd. (VSNL) and Satyam in terms

of number of Internet subscribers in India. P.B. Madappa, vice president

of marketing at NetKracker said its Internet subscribers numbered

76,000 in 15 cities.

NetKracker has acquired a market share of 9.5 percent in ISP business

while Satyam Infoway enjoys a market share of 23 percent and VSNL

has 40 percent. Madappa said while VSNL and Satyam remained

focused on the SME market, NetKracker is looking at the growing home

segment to push up subscription. He said though the availability of PCs

at home has been the greatest barrier, the company has been able to

attract a number of subscribers within a year of its launch, aided by a

brand building campaign.

VoIP will Benefit Small Service Providers in India

World IT Report,  Apr 10, 2003  http://findarticles.com/p/articles/mi_qn4175/is_20030410/ai_n12929284

Voice over Internet Protocol (VoIP) will not only benefit the large service

providers in India, but will also offer business opportunities to smaller

companies. Vijay Yadav, the country manager of CommWorks India, a

3Comm company, recently stated "VoIP will provide scope for new and

cost effective service without huge investments.

The scope is not just for the big companies as even smaller companies

can come out with cutting edge services," according to the Business

Standard.

Vijay Yadav added that in the traditional telephony industry, the cost of

starting new services and executing them is high, yet with the

introduction of VoIP, the cost of both will fall. In addition, telecom service

providers can use VoIP to provide higher value services (like voice mail

and roaming mailing) to earn more revenues. -(World IT Report.com)

New ISP service tax raises Internet access rates in IndiaWorld IT Report,  Apr 9, 2003  

http://findarticles.com/p/articles/mi_qn4175/is_20030409/ai_n12928549

Satyam Infoway, one of India's leading ISP's, has announced rate hikes

of 6 to 25%. The country's other leading ISP's, including Mantra and

VSNL are expected to follow suit in the near future.

The move follows the recent introduction of a long-dreaded five percent

ISP service tax, which was levied on leased circuit holders in the 2001-

02 Annual General Budget despite intense lobbying by the nation's

struggling ISPs. The news was not all bad, as the budget also extended

a five-year tax holiday to Internet service providers and broadband

service providers.

Scrubbing Away the Stain of Spam - international laws preventing spam - industry forecasts for cell phone industry - internet service providers work to improve spam filters - ColumnWashingtonpost.com,  Dec 8, 2003  by Cynthia L. Webb

Byline: Cynthia L. Webb

As e-mail becomes an ever more indispensable tool for companies and

consumers, the scourge of spam continues to grow exponentially. The

junk e-mail problem has evolved into such a stain on Internet

communications that the nation's largest Internet service providers and

technology companies are devoting unprecedented resources to try to

stop it.

Yahoo! Inc. is the latest company to wade deeper into the melee,

following tech titans like Microsoft , America Online and EarthLink .

While Yahoo and top ISPs have already been working together to

squelch spam, Yahoo on Friday detailed its own plan, which includes an

assault on messages that adopt e-mail header information to make it

look like an e-mail has come from someone else (This, as the techies

know, is called "spoofing."). The so-called DomainKeys software, which

the company "hopes to launch in 2004, will be made available freely to

the developers of the Web's major open-source e-mail software and

systems," Reuters said.

The wire service explained how the spam scrubber would work: "Under

Yahoo's new architecture, a system sending an e-mail message would

embed a secure, private key in a message header. The receiving

system would check the Internet's Domain Name System for the public

key registered to the sending domain. If the public key is able to decrypt

the private key embedded in the message, then the e-mail is considered

authentic and can be delivered. If not, then the message is assumed not

to be an authentic one from the sender and is blocked," Reuters said.

Brad Garlinghouse , vice president for communication products at

Yahoo, told the wire service: "If we can get only a small percentage of

the industry to buy in, we think it can have a dent."

-------------------------------------------------------------

VSNL signs agreement to acquire DIL

Will acquire Direct Internet Ltd (DIL)for Rs 750 million

Monday, May 08, 2006

http://www.ciol.com/content/news/2006/106050806.asp

NEW DELHI: Videsh Sanchar Nigam Ltd (VSNL) has informed BSE that

the Company on May 08, 2006, has signed a Share purchase

Agreement (SPA) to acquire Direct Internet Ltd (DIL) and its wholly

owned subsidiary, Primus Telecommunications India Ltd (PTIL) for an

enterprise Valuation of Rs 750 million (about US$16.7 million).

PTIL provides fixed broadband wireless internet services to Small and

Medium Enterprises (SME) in several cities in India. Completion of the

transaction is subject to a number of conditions precedents and is

expected to be over in the next few weeks.

Good providers - Internet providers market share - Brief ArticleJapan, Inc.,  May, 2003  

http://findarticles.com/p/articles/mi_m0NTN/is_43/ai_108881961

With the exception of the various forms of NiftyServe, which holds a

12.5% chunk of the market, none of Japan's Internet providers manage

to break the double-digit barrier when it comes to market share. Here

they are in descending order by percentage of users (with monthly

charges for 8-Mbps ADSL connections in parentheses):

Nifty--12.5% ([yen] 3,280); Biglobe--8.3% [[yen] 3,280); So-net--6.9%

([yen] 2,880); ODN--6.8% ([yen] 2,880); OCN--6.6% ([yen] 3,180); Dion--

6.5% ([yen] 3,170); Tokyo Denwa Internet--4.6% ([yen] 2,820) and

Yahoo!BB--4.5% ([yen] 3,143).

Internet service providers have voiced out their dissatisfaction at the level of service that they receive from network providersCommunicate,  May, 2004  

http://findarticles.com/p/articles/mi_m0BKU/is_2004_May/ai_n6145074

INTERNET Service Providers have voiced their dissatisfaction at the

level of service that they receive from network providers. Some 72% of

ISPs surveyed on behalf of Telefonica #K said that they were not

completely satisfied. Pricing policies, service reliability, flexibility and the

provider's ability to enable new applications were all cited as reasons for

concern.

Some 80% were not convinced that they should stay with their current

provider. But the research also found that ISPs were reluctant to change

provider, with 52% unwilling to cause disruption to their customer base

and third unable to see any clear benefit to changing provider.

James Waterworth of Telefonica UK says: "Many service providers feel

that they are in a stranglehold relationship with their current network

provider who perhaps isn't giving them all that they require in terms of

delivering the solution that best fits their size and specific needs."

www.uk.telefonica.com

VSNL selects Cisco Systems to rollout India’s largest broadband network  Deploys Cisco’s Broadband Metro Ethernet Solution to enable Tata

Indicom’s integrated voice, data and video services November 2, 2004

http://www.tata.com/vsnl/releases/20041102.htm

Videsh Sanchar Nigam Limited (VSNL, NYSE: VSL), India’s leading

telecom and Internet service provider, and Cisco Systems® Inc.,

(Nasdaq:CSCO), the worldwide leader in networking for Internet, today

announced the deployment of India’s largest broadband Metro Ethernet

solution for Tata Indicom Broadband Services. The solution, is the

largest broadband Metro Ethernet deployment in India, and will provide

Tata Indicom’s enterprise and residential customers with high-quality

broadband services of 10 / 100 Mbps connectivity.

Cisco’s technology enables delivery of bundled services like voice over

IP, broadcast TV, video-on-demand for residential customers and IP

VPN, video conferencing services for enterprise customers. The

deployment of Cisco’s technology is in line with VSNL’s endeavour to

provide state-of-the-art “triple-play” (Voice-Data-Video) Tata Indicom

Broadband Services across eight cities in the country, in the first phase.

The current deployment has the capability to connect over a million

customers. 

“Enhancing customer experience, through innovation and superior

technology, is an integral philosophy of the bouquet of Tata Indicom

services offered by VSNL. Tata Indicom Broadband Services will be

backed by Cisco’s cutting-edge Metro Ethernet solution and leadership

in the IP arena”, said Mr Shashi Kalathil, Head – Broadband Business,

VSNL. “Tata Indicom Broadband customers will experience the highest

quality standards of end-to-end video, voice and data services, all

provided by a single service provider”, he added. 

Mr Rangu Salgame, President, Cisco Systems India and SAARC, said

"Cisco is pleased that VSNL has chosen its broadband Metro Ethernet

solution to provide integrated voice, data and video services. This end-

to-end Internet Protocol solution delivers significant operational and

capital cost savings to VSNL and enables them to offer world-class

value-added services to address their corporate and residential

customer demands with comprehensive security, scalability and quality

of service.” 

The Cisco Metro Ethernet solution is based on the Cisco 12000, 7600,

and 7300 Series Routers and Cisco Catalyst 3750 and 2950 Series

Switches.

------------------------------------------------------------------------------------------

The Internet is one of the freest and most dynamic places on the planet, and some people just can't stand itNational Review,  Nov 7, 2005  

The Internet is one of the freest and most dynamic places on the planet,

and some people just can't stand it. The thought of freely flowing

information terrifies many of those who hold or crave power, and

unsettles those who mistrust the messiness of individual liberty.

Cyberspace is therefore beset by a host of foes, both foreign and

domestic. At home, campaign-finance reformers are clamoring for

Congress to clamp down on web-based political speech. From across

the pond, the EU is aggressively pressuring the U.S. to relinquish its

administrative control over the Internet (which was created using U.S.

government funds). They want authority over the web to be handed over

to--what else?--a bureaucracy-glutted U.N. governance group. Whispers

have been heard that the U.N. will tax the Internet in order to help Third

World countries get online. And the idea of "multilateral control" has

been enthusiastically endorsed by Iran, China, Saudi Arabia, and other

habitual stranglers of free expression. It may be only a matter of time

before the Net is carved up by bureaucrats, censors, despots, and tax

agencies-but is it too much to ask that we extend that time, indefinitely?

________________________________________________________

It's your call: with internet pay-per-call advertising, you can ring up additional sales by inviting potential customers to pick up the phoneEntrepreneur,  June, 2005  by Catherine Seda

DRIVING ONLINE shoppers to your website isn't always best; your

company might connect better with prospects over the phone. Instead of

paying for ads or clicks, you can now buy one-on-one conversations.

Through pay-per-call advertising you can promote a phone number

instead of, or in addition to, your URL. Many people would skip surfing

your website to buy right now. A flat tire, a toothache or a lost cell phone

needs immediate resolution. People pressured for time could be

searching the web impatiently for a restaurant or a florist. An ad

displaying a phone number is a shining beacon.

FindWhat.com and Citysearch (www.citysearch.com) are leading the

way with internet pay-per-call advertising. FindWhat.com advertisers can

choose up to five keyword categories and one geo-targeting option:

national, regional, state, city or ZIP code. It costs $10 per year for the

listing, a minimum per-call bid price of $2, plus 10 cents per minute for

calls over 10 minutes. There's a bid price because, just as with its pay-

per-click program, FindWhat.com advertisers outbid each other to

secure better listing positions.

Citysearch charges a flat fee of $2 to $12 per call received, depending

on the category. Advertisers can choose an unlimited number of

categories and either a national or local campaign. The listing positions

are ranked based on several factors, such as the advertisers' distance to

city or ZIP code searches done by users.

Asian Internet Market to Surpass United States By Michael Pastore | August 7, 2001

http://www.clickz.com/stats/sectors/geographics/article.phpr/861481

Led by China and Japan, and an emerging market in India, the Asia-

Pacific region will overtake the United States as the world's largest

Internet market within three years, according to research from Gartner's

Dataquest. Dataquest analysts project Asia-Pacific to have 183.3 million

Internet subscribers in 2003, compared to 162.8 million in the United

States. Western Europe will have an estimated 162.2 million, putting it

neck-and-neck with the U.S. market. At the end of 2000, Asia-Pacific

(which includes Japan) had 78 million subscribers, an increase of 65

percent over the 1999 figure of 47.4 million subscribers. By 2005,

Dataquest forecasts 248 million subscribers in the region.

At the end of 2000, the country with the largest subscriber base in Asia-

Pacific was Japan with 24.4 million, followed by South Korea with 16.7

million, China (14.6 million) and Taiwan (4.6 million). Together, these top

four countries accounted for 76 percent of the region's Internet

subscribers in 2000. Dataquest forecasts that in 2001 China will

overtake South Korea as the second-largest market in the region, but it

will not catch up with Japan until 2003. By 2005, Japan and China

combined will have approximately 151.5 million subscribers,

representing about 61 percent of the total Asia-Pacific subscriber base.

The country that can expect the highest growth rates in Asia-Pacific

region is India. From 2001 to 2005, Dataquest expects India to enjoy

average subscriber growth of 44 percent a year. At that point, India will

have 21.3 million subscribers, making it the No. 4 Internet market in the

Asia-Pacific region after China, Japan and South Korea. In terms of

access revenue generated by these subscribers, Asia-Pacific will still lag

behind the United States by a big margin for at least another five years.

By 2005, the Asia-Pacific Internet access market will be worth $17.2

billion, whereas the United States will still have a distinct lead with $21.2

billion.

"This differential between subscribers and access revenue illustrates a

major reason why Internet use is still growing rapidly in Asia-Pacific; the

region has some of the lowest Internet access rates in the world, and

prices are still coming down as result of competition or, in some cases,

government direction," said Andrew Chetham, senior analyst for Gartner

Dataquest's Asia-Pacific Telecommunications and Networking group.

"There is a clear pent-up desire by vast numbers of people in Asia-

Pacific to go online. Falling prices and improved infrastructure,

especially in countries with big populations like China and India, are a

recipe for encouraging large numbers of new subscribers."

According to Yankee Group's report "Residential Internet Service

Providers in Japan", more than 20 percent of all Japanese households

had an Internet connection at the end of 2000, showing that Internet use

has steadily begun to spread among residential users. Compared with

50 percent Internet penetration in the United States, the business

potential for the residential Internet markets in Japan remains high.

Many Japanese ISPs have introduced fixed price services, and the

major ISPs have dropped the fixed fee to around 2000 yen ($17) a

month. However, the total cost to access Internet is still high. Large

numbers of home users in Japan still use ordinary phone lines to

connect to the Internet, and are therefore dissatisfied with the high

telephone charges.

Another potential bump in the road to Internet dominance for the Asia-

Pacific region is the soft global economy, which took a toll on PC sales

in the region in the second quarter of 2001. According to preliminary

results from IDC Asia/Pacific, the Asia-Pacific (excluding Japan) PC

market reached 5.19 million units in Q2 2001, representing 8 percent

year-on-year growth from 2000, but flat growth compared to the first

quarter of 2001. The worsening external conditions took their toll on the

region's economies as many companies and consumers alike adopted a

"wait and see" approach to PC purchases, IDC found. Some markets

were dealt an additional blow of weakening currencies, further dragging

down PC sales

Pharm's way: learn how to protect yourself from the latest internet attackEntrepreneur,  July, 2005  by Amanda C. Kooser

http://findarticles.com/p/articles/mi_m0DTI/is_77_33/ai_n14892784

JUST WHEN you finally figured out how to deal with viruses, worms,

spam and phishing, along comes pharming. Pharming is like phishing on

steroids. A pharming attack maliciously redirects a web browser to a

spoof site that harvests personal information. Banking sites are top

targets. "It's less of a visible threat, because there is no e-mail. It

operates behind the scenes," says Scott Chasin, chief technology officer

with Denver-based e-mail security company MX Logic

(www.mxlogic.com). Unlike phishing, pharming has no social

engineering lure. That makes it a more dangerous and stealthy method

of attack.

Chasin cites several ways pharming can take place. DNS-cache

poisoning, which exploits faults in DNS servers, and malware are the

main vehicles that have been identified so far. And a Trojan was

identified earlier this year that targeted several major banks.

Pharming attacks can be completely transparent to the unsuspecting

internet user. "Pharming, from a threat perspective, has the potential to

rival that of phishing," says Chasin. "We're dealing with sophisticated

attackers, with very organized criminal enterprises."

TABULATION AND ANALYSIS 1. Which Internet Service Provider are you using?

S.No. Service Providers Number of users

Percentage of Users

1 VSNL 90 45%

2 AIRTEL 20 10%

3 BSNL 60 30%

4 HFCL CONNECT 30 15%

Analysis :-

From the above data we can say that out of our sample size of 200 respondents :-

VSNL has a maximum customer base in jalandhar with 45% of users

BSNL is the second one to hold a good subscriber base with 30% users.

HFCL CONNECT is heading towards the growth with third in subsciber base with 15% users

AIRTEL is having heading towards the growth with 10% users.

2. Which package services are you using?

S.No. Services Number of users Percentage of Users

1 DIAL UP 87 44%

2 BROADBAND 52 26%

3 WIRELESS 23 11%

4 DSL 38 19%

Analysis :-

From the above data we can say that out of our sample size of 200 respondents :-

55% users in Jalandhar are still using Dial Up internet service.

20% users are using Wireless Services provided by telecom companies like Reliance, Tata etc.

15% users are using Broadband Services.

10% users are using DSL services.

3. How much is your daily accessibility on internet in hours?

S.No. Daily Usage (Hrs)

No. of Respondents

Percentage of Respondents

1 1 to 2 128 64%

2 2 to 4 32 16%

3 4 to 5 22 11%

4 More than 5 18 9%

Analysis :-

From the above data we can say that out of our sample size of 200 respondents:-

The most of the people use internet only for 1 to 2 hrs a day as our survey shows 64% people favoured so.

Very less people use internet between 2 to 4 hours a day as our study reveals only 16% of whole users.

11% users are internet between 4 to 5 hrs a day.

only 9% users are using internet for more than 5 hrs a day.

4. For what purpose are you using internet?

S.No. Purpose No. Of Respondents

Percentage of Respondents

1 BUSINESS 40 20%

2 EDUCATION 85 43%

3 RECRETION 59 29%

4. OTHERS 16 08%

Analysis :-

From the above data we can say that out of our sample size of 200 respondents :-

Only 8% people are using it for other purposes.

29% users are using internet for the recretion purposes.

43% users are from education services who uses internet for education purposes.

20% users are using internet for Business purposes.

5. What is your proffession?S.No. Profession of

usersNumber of

respondentsPercentage of Respondents

1 BUSINESS 43 22%

2 SERVICE/JOB 37 18%

3 STUDENT 88 44%

4 PROFESSIONAL 32 16%

Analysis :-

From the above data we can say that out of our sample size of 200 respondents:-

44% Of users are students.

22% users are from Business class

18% users are from Job class and service class.

16% users are the professionals like C.A., Doctors. Advocates etc.

6. Is your ISP also provides you with the POP mail account?

S.No. Response Number of respondents

Percentage of Respondents

1 YES 140 70%

2 NO 60 30%

From the above data of our sample size of 200 respondents we

analysed that 70% respondents are aware of the POP mail services

provided by their internet service providers and are using it. But still 30%

of users are not aware of POP mail service or it is not provided by their

service providers.

7. Is your ISP also provides Voice on Internet Protocol (VOIP)

Services?

S.No. Response Number of respondents

Percentage of Respondents

1 YES 90 45%

2 NO 110 55%

From the above table we can analyzed that after asking 200

respondents about the VOIP services provided by their Internet service

provider we came to know that only 45% users are aware of this

services as its cost effective for making ISD calls and 55% users are not

aware of this service or we can say that their ISP is not providing this

service.

8. If VOIP is provided by the ISP how about the voice clarity?

S.No. Response Number of respondents

Percentage of Respondents

1 EXCELLENT 9 10%

2 GOOD 23 25%

3. AVERAGE 35 40%

4. POOR 18 20%

5. VERY POOR 5 5%From the above table we have analysed those 90 respondents who are using the VOIP services and tried to ask them about the voice clarity and this analysis also shows their satisfaction from the VOIP services of their ISP.

10% of the respondent said that their ISP is providing them excellent VOIP service

25% says good about the voice clarity in their VOIP services.

40% uers says that the voice clarity in VOIP is average.

20% of user says that the voice clarity is poor in VOIP services

5% users are higly dissatisfied with the voice clarity of the voip services of their ISP.

9. Is your ISP easily available in market (Market Presence)?

S.No. Response Number of respondents

Percentage of Respondents

1 YES 122 61%

2 NO 78 39%

After asking 200 people about the market availability of their ISP we

come to know about the certain facts that 61% people are say yes that

their internet service provider has good market presence and is easily

available, whereas 39% people are said no to this fact that their Internet

Provider is not easily available in market and does not have strong

market hold. The market presence plays a very important role in

connecting customer to the product.

10. How about the review of customer care towards customer?S.No. Response Number of

respondentsPercentage of Respondents

1 EXCELLENT 10 5%2 GOOD 50 25%3. AVERAGE 80 40%4. POOR 40 20%5. VERY POOR 20 10%

On asking 200 people the views about the customer care facility of the company that are they satisfied with the customer care of the company, here are the results for that.:-

40% respondent said that service of customer care is average they are neither satisfied nor dissatisfied.

25% respondents have appreciated the service provided by the customer care.

20% customers are not satisfied with the services of customer care of their ISP.

10% respondents are highly dissatisfied with the services of the customer care and regarded them as very poor.

5% respondents are those who are highly satisfied with the services of customer care and had appreciated them.

11. What is an average time taken by the company to solve the Complaints?

S.No. Time Taken (Hrs)

No. of Respondents

Percentage of Respondents

1 5 24 12%

2 10 20 10%

3 24 106 53%

4 More than 24 50 25%Here in this analyses we had tried to know the time taken by the ISP to solve the customer complaints after asking to the sample size of 200 respondents the results are :-

The 12% of user has said that it takes around 5hrs to solve the complaint.

The 10% of respondents has said that it takes around 10hrs to solve the complaint.

53% of respondents has said that it takes around 24hrs to solve their complaint.

25% of user has said that it takes more than 24hrs to solve the complaint

12. How will you rate the Speed and Services of your ISP?S.No. Response Number of

respondentsPercentage of Respondents

1 EXCELLENT 28 14%

2 GOOD 57 29%

3. AVERAGE 72 36%

4. POOR 23 11%

5. VERY POOR 20 10%On asking the review of 200 respondents about the speed and services of their ISP their has been very mix response of the respondents still we can see that most of the respondents rate the speed of their ISP as average. Here are the analysis for this :-

36% respondents said that the speed of their ISP is Average.

29% respondents said that the speed of their ISP is Good.

14% respondents said that the speed of their ISP is Excellent and highly satisfied with the services.

11% respondents said that the speed of their ISP is Poor

10% respondents said that the speed of their ISP is very poor and they are highly dissatisfied with the services.

13. How likely would you be to recommend your insurance plans to your friends or colleagues ?

S.No. Response Number of respondents

Percentage of Respondents

1 VERY LIKELY 47 24%

2 NEUTRAL 101 50%

3. VERY UNLIKELY 52 26%

On asking the 200 respondents that how likely they refer their plans to their friends and colleagues we came to the finding that most of them did not prefer to guide them. Rest the finding are.

24% of respondents do refer their friends to go for the insurance they are using

26% of the users very rarely refer their friends to go for the insurance plan they are using

50% of the respondents said nothing about this query, so sometime they may refer and sometime may not.

14. Are you informed about the latest schemes and offers by your ISP?

S.No. Response Number of respondents

Percentage of Respondents

1 FREQUENTLY 62 31%

2 RARE 47 24%

3. VERY RARE 35 17%

4. NEVER 56 28%On asking the 200 respondents that how likely they are being informed by their ISP about the new schemes and plans. We had got a following results:-

31 % of users said yes their ISP informs them about the new scheme very frequently.

24% of the users said that they rarely gets this type of information from their ISP.

17% of the users said its very rare that they had been informed about the new schemed by their ISP.

28% respondents hardly agree the fact that their ISP had never informed them about new schemes.

15. What is the time taken by the company to mature the leads?S.No. Time Taken

(Hrs)No. of

RespondentsPercentage of Respondents

1 24 82 41%

2 72 73 37%

3 One week 45 22%

On asking the respondents about the time taken by the company to mature the leads we had got very significant answers and they are analyzed and responses are :-

41% of respondents said that it takes only 24hrs by the company to mature their lead.

37% of respondents said that their ISP company takes 72 hrs in maturing the leads.

22% respondents are not in favour of this query as they said that their ISP takes one week or more than that to mature their leads.

16. Please choose the age group to which you belong?S.No. Response

Age (Years)Number of

respondentsPercentage of Respondents

1 Less than 15 18 09%

2 15 – 20 35 18%

3. 21-25 78 39%

4. 26-30 52 26%

5. More than 30 17 08%Analysis:

From the above given study the number of respondents of each age

group using internet are:-

1. Only 9% users are of less than 15 years of age

2. 18% users are between the age group of 15-20

3. 39% are of age group between 21-25

4. 26% respondents are between age group of 26-30.

5. And only 8% users are of more than 30 years of age.

IMPLICATIONSCompared to the objectives of the project, the researcher found the

following implications of the project :

Studying the market strategies of various Internet Service Provider

operating in Jalandhar made the researcher to look at various

problem faced by the companies to stand themselves in market. It

has also enabled the researcher to study their market structure

and strategies and how they attract customer with new ideas

The researcher after interacting with users come to know about

the various services which ISP’s are providing to their user to

retain their user base and it also help the researcher in

determining that how much is customer aware of the services of

his ISP.

Satisfying the customer is one of the major task or goal of every

company so here the researcher has also studied the customer

satisfaction level along with reviews of customer on various

services of their service providers. It concluded that in most of the

case either the customers are fully satisfied or fully dissatisfied

there is no neutral point.

Satisfaction of Customer also deals with satisfying the customer by

eliminating its problem. Here in this research the Researcher had

also tried to study the problem faced by customers and steps

taken by company to solve those problems and even the time

taken by company to solve those problems.

SUGGESTION FOR SAVING CUSTOMER BASE

Dedicated retention efforts like telecalling and personal visits to

retain the customer at point itself.

Resolving any query or complaint relating to connectivity, VAS or

anu wrong commitment by the dealer or distributor .

Giving regular schemes and additional facilities to customer to

retain them.

Providing the option for free safe custody of the customer’s

account for him to remake his mind and convincing him

meanwhile.

Explaining in detail the various plans offered by the company and

convincing and shifting him to a plan that best suits his

requirements.

LIMITATION OF THE RESEARCH

7. Time constraint

8. Response of the respondents

9. Small sample size.

10. Poor response of the respondents

11. The study is conducted in Jalandhar area and not applied to the region.

12. Different services provided by the same ISP and competeting in between ourselves.

QUESTIONNAIRE1. Which Internet Service Provider are you currently using?

VSNL AIRTEL BSNL CONNECT

2. Which package services are you using?

Dial Up Broadband DSL Wireless

3. How much is your daily accessibility on internet in hours?

1 to 2 2 to 4 4 to 5 More than 5

4. For what purpose are you using internet?

Business Educational Recreational Others

5. What is your profession?

Business Service / Job Professional Student

6. Is your ISP also provides you with the POP mail account?

Yes No

7. Is your ISP also provides Voice on Internet Protocol (VOIP) services?

Yes No

8. If VOIP is provided by the ISP how about the voice clarity?

Excellent Good Average Poor Very Poor

9. Is your ISP easily available in market (Market Presence)?

Yes No

10. How about the review of customer care towards customer?

Excellent Good Average Poor Very Poor

11. What is an average time taken by the company to solve the complaints?

5 Hours 10 Hours 24 Hours More than 24 Hrs

12. How will you rate the Speed and Services of your ISP?

Excellent Good Average Poor Very Poor

13. How likely would you be to recommend your ISP to your friends or

colleagues?

Very Unlikely Neutral Very Likely

14. Are you informed about the latest schemes and offers by your ISP?

Frequently Rare Vary Rare Never

15. What is the time taken by the company to mature the leads?

24 hours 72 hours One week

16. Please choose the age group to which you belong?

Less than 15 15 - 20 21 - 25 26 - 30 30 & Above

Name : _________________________

Address : _________________________

_________________________

* Thank you for showing your response and this will help me a lot in

Completion of my study work

* I assure you that the above information will be used only for the study and

Will be kept confidential.

BIBLIOGRAPHYhttp://en.wikipedia.org/wiki/internet

http://en.wikipedia.org/wiki/internet_service_provider

http://en.wikipedia.org/wiki/Consumer Behavior

http://www.vsnl.com

http://www.bharti.com

http://www.bsnl.co.in

http://www.mouthshut.com

http://www.dotindia.com/isp/ispindex.htm

http://www.w3c.org/TR/1999/REC-html401-19991224/loose.dtd"

http://www.ispai.in/mb/viewtopic.php

http://www.ispai.in/intetinindia.htm

http://www.india50.com/isp.html

http://www.indiainfoline.com

http://www.tribuneindia.com/2002/20020402/biz.htm

http:// www.tata.com

www.dxm.org/techonomist/news/vsnl2.html

http://findarticles.com/p/articles/mi_qn4175/is_20030410/ai_n12929284

http://findarticles.com/p/articles/mi_m0IGP/is_9_4/ai_78974803

http://findarticles.com/p/articles/mi_m0DTI/is_77_33/ai_n14892784

http://www. Washingtonpost.com

http://www.clickz.com/stats/sectors/geographics/article.phpr/861481

http://www.tata.com/vsnl/releases/20041102.htm

http://www.hfclconnect.com