sanjeev pro-2

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INTRODUCTION: -

In today scenario as we know telecom sector is in boom, peopleincreasingly using mobiles. It is known as the nervous system of the country. Now

a day People readily increasing the use of mobile phones. India is a second largest

nation for the highest mobile consumer base. There are various players presenting

the market which provide the services to its customer and try to increase the

customer base. Among them Reliance telecom is one of the largest player in this

sector. Reliance is providing quality of services with Varity of options to customer.

Through I have taken the project to study the customer satisfaction of Relianceservices for Reliance communication ltd. in Patna city.

It is essential to know the market research on customer satisfaction for

effective of current marketing strategy for every business organization for better

future prospects. Reliance communication is the leading company in GSM mobile

as well as CDMA across the India, for that they need to study such topic whether

current strategy is effective or not because right now cut thought competition is

going in telecom.

In my topic I have taken cellular user as a sample unit, which is huge

potential for telecom sector. I have surveyed 500 samples in which I found that

Reliance customers happy with their quality and services.

In this situation I have suggested to company they should provide low STD

charges and they should offer happy hours to them as well. It will help reliance for

creating new business as well as customer will be stay with reliance. The project is

dealing with the concept of marketing research & market analysis for customer

satisfaction.

http://www.rcom.co.in/



The Indian Telecom Sector

India is the fourth largest market in Asia after China, Japan and South

Korea. The Indian telecom network is eight largest in the world and the second

largest among emerging economies. At current levels, telecom intensiveness of

Indian economy measured as the ratio of telecom revenues to GDP is 2.1 percent

as compared with over 2.8 percent in developed economies.

Indian telecom sector has undergone a major process of transformation

through significant policy reforms. The reforms began in 1980s with telecom

equipment manufacturing being opened for private sector and were later followedby National Telecom Policy (NTP) in 1994 and NTP’1999.

Historically, the telecom network in India was owned and managed by the

Government considering being a natural monopoly and strategic services, best

under state’s control. However, in 1990’s, examples of telecom revolution in many

other countries, which resulted in better quality of service and lower tariffs, led

Indian policy makes to initiate a change process finally resulting in opening up of

telecom sector for the private sector.Indian telecom sector has shaped the vision of New India by bringing about

a total transformation. The industry has started adding more then 7 million

subscriber per month, and country has already crossed 250 million subscribers

three month ahead of the target date. The vast market share of PSU like BSNL

and MTNL is likely to get reduced further due to increased market penetration by

the private players. The nation is on the cusp of a telecom revolution ,especially in

the wireless GSM,CDMA and WLL(F)) telephony segment, which is recent time is

growing at around 50% per annum .on the whole, teledensity picked up to 22.52%

by the end of October 2007as compared to 15.12% as of September 2006. the

FY07 also marked a strong 70% year-on-year increase in the internet broadband

subscriber base . Robust growth also continued in the GSM mobile space with an

increase 59.22 lakh subscribers during the month of September 2007 alone.

The Indian telecom market is one of the fastest growing high potential

markets in the international arena, offering enormous opportunities to the telecom

2




operators, equipment suppliers and investors. The aims of TRAI are increase the

500 million subscribers by end of March 2010.

Growth in telecom subscriber base

(Year ended FY98 to FY08)

Table No. I

growth in Telecom subscrib

Base(million)

18.68 22.81 28.53 36.29 44.97 54.62

76.5498.41

140.32

205.86

281.6

0

50

100

150

200

250

300

1997-

98

1998-

99

1999-

90

2000-

01

2001-

01

2002-

02

2003-

04

2004-

05

2005-

06

2006-

07

2007-

08

Financial yea

Telecom subscriber

Graph No. I

3

Financial year Telecom subscriber Base(million)

1997-98 18.68

1998-99 22.81

1999-90 28.53

2000-01 36.29

2001-01 44.97

2002-02 54.622003-04 76.54

2004-05 98.41

2005-06 140.32

2006-07 205.86

2007-08 281.60




Growth in cellular service subscribers(Year ended FY03 to FY07)

Table No. II

Subscriber base (milli

13.02

33.69

52.23

90.14

165.11

0

20

40

60

80

10 0

12 0

14 0

16 0

18 0

2002-03 2003-04 2004-05 2005-06 2006-07

Financial yea

subscriber base (million)

2002-03

2003-04

2004-05

2005-06

2006-07

Graph No.II

4

Financial year Subscriber base(million)2002-03 13.02

2003-04 33.69

2004-05 52.23

2005-06 90.14

2006-07 165.11




Growth of mobile subscriber in India:-The number of mobile phone subscriber in India reached 24.24 crore by end

January 2008, an increase of 55% over that a year ago. However, the number of

fixed line telephone subscribers continued to decline as more and more users

shifted to mobile phones. The total land line subscribers reduced to 3.92 crore in

January 2008, down from 4.04 crore a year earlier, including both mobile and wire

line phones, India had 28.16 crore telephone users by the end of January, taking

the % of population with telephones to 24.63% as against 23.89% in December 2007.

A record number of 87.7 lakh new mobile phone subscribers were added in

January 2008, as against 81.7 lakh during the previous month. Market leader

bharti airtel Ltd, added 23 lakh new mobile subscriber base to 5.74 crore. Reliance

communications ltd, which is ranked second in India, added 16 lakh users,

increasing its total subscriber numbers to 4.26 crore, while vodaphone essar ltd,

signed up 13 lakh subscribers taking its customer base to 4.12 crore.

5




Cellular service subscribersShare (30/11/07)

Table No. III

Graph No. III

6

Group company Subscribers share (%)

Airtel (GSM) 23.97

Reliance (CDMA+GSM) 17.69

Vodafone Essar (GSM) 17.46

BSNL (GSM) 14.46TATA (CDMA) 9.52

IDEA (GSM) 9.15

Others 7.76

Total 100.0

Subscribers share (%)

23.97

17.69

17.46

14.46

9.52

9.15

7.76

Airtel (GSM)

Reliance (CDMA+GSM)

Vodafone Essar (GSM)

BSNL (GSM)

TATA (CDMA)

IDEA (GSM)

Others




Policy reforms can be broadly classified in three distinct

phases: -

• “The Decade of 1980’s saw private sector being allowed in

telecommunication equipment manufacturing. Mahanagar Telephone Nigam

Limited (MTNL) and Videsh Sanchar Nigam limited (VSNL) were formed

and a telecom commission was set up to give focus to telecommunications

policy formation.

• “In 1990s, telecommunications sector also benefited from the general

opening up of the economy. NTP 1994 was the first attempt to give a

compressive roadmap for the Indian telecommunication sector.

• Availability of telephones on demand (targeted by 1997)

• Universal service covering all villages and one PCO per 500 phones in

urban areas at the earliest (Targeted to be achieved in 1997)

• Telecom service at affordable and reasonable prices

• World standard quality of services

• “NTP 1999 brought in the third generations of reforms in the Indian

telecommunication sector.

7




Indian telecom sector: Recent policies

1. All the villages were covered by telecom facility in 2002.

2. The Communication Convergence Bill 2001 introduce in the parliament

on August 31, 2001 is presently before the Standing Committee of

Parliament on Telecom and IT.

3. National Long Distance Service (NLDS) is opened for unrestricted entry.4. The International Long Distance Services (ILDS) have been open to

competition.

5. The basic services are open to competition.

6. In addition the existing three, fourth cellular operator, one each in four

metros and thirteen circles, has been permitted the cellular operators

have been permitted to provide all types of mobile services including

voice and non-voice massages, data services and PCOs utilizing any

type of network equipment, including circuit and/ or packages switches

that meet certain required standards.

7. Policies allowing private participation have been announced as per the

New Telecom Policy (NTP), 1999 in several new services, which include

Global Mobile Personal Communication by Satellite (GMPCS) Service,

digital Public Mobile Radio Trunked Service (PMRTS), voice

mail/Audiotex/unified Messaging Service.

8. Wireless in Local Loop (WLL) has been introduced for providing

telephone communications in urban, semi-urban and rural areas

promptly.

9. Two telecom PSUs, VSNL and HTL have been disinvested.

10. Steps are been taken to fulfill Universal Service Obligation (USO), its

funding administration.

11. A decision to permit Mobile Community Phone Service has been

announce.

8




12. Multiple fixed Service Providers (MSPs) licensing guidelines were

announced.

13. Internet Service Providers (ISPs) have been allowed to set up

International Internet Gateways, both Satellite and Landing stations for

submarine optical fiber cables.

14. Two categories infrastructure providers have been allowed to provide

end-to-end brand width and dark fiber, right of way, towers, duct space

etc.

15. Guidelines have been issued by the Government to open up internet

telephony (IP).

Telecommunication Services

Overview

There are 25 private companies providing cellular services in 21 Telecom

Circles and 4 Metro cities, covering 2000 towns across the country. Presently,

there are five private service operators in each area, and in incumbent state

operator. Almost 80% of the cellular subscriber base belongs to the pre-paid

segment.

The DOT has allowed cellular companies to buy rivals within the same

operating circle provided their combined market share did not exceed 67%.Previously, they were only allowed to buy companies outside their circle.

Regulatory structure

The lack of clarity in the regulatory structure has made it difficult to predict

the prospects for this industry. This uncertainty has best been typified by the

issuance of a fourth license and the controversies with reference to limited mobility

players. The Cellular Services was thrown open for third and fourth service

9




provider in 2002. The no of service providers increased to 68 in the year 2002-

2003 from 42.

Growth Drivers

Opening up of international and domestic long distance Telephony services

are growth drivers in the industry. Cellular operators now get substantial revenue

from these services, and compensate then for reduction in tariffs on airtime, which

along with rental was the main source of revenue.

The reduction in tariffs for airtime, national long distance, international long

distance, and handset prices has driven demand.

Internet service provider

Internet has become very easily accessibly with cyber cafes/kiosks

increasing their density, not only in the metro towns but also in semi-urban towns.

There is no restriction on the number of internet companies and more than 185

companies are operational. Internet telephony has been allowed officially from 1

April 2002. The growing demand of corporate for applications such as Electronic

Commerce, internet leased lines, ISDN, VPN etc is driving the growth of internet

service market. However, the industry continues to face a number of bottlenecks in

terms of regulatory treatment of ISPs, high bandwidth prices, low PC penetration,

high cost of telephone access etc.

10




COMPANY PROFILE

Reliance communication, the country no.2 mobile operator, has emerged as

a major telecom player with its rapidly growing subscriber base. At present R-COM

is offering CDMA services in 21 circles and GSM services in 8 circles. It has

become the first Indian telecom player to get an approval to provide GSM & CDMA

mobile phone services all over country. Reliance telecom has operations in Delhi,

Maharashtra, Gujarat, Andhra Pradesh, Madhya Pradesh, UP-West, UP-East,

Himachal-Pradesh, Rajasthan, Chennai, Punjab, Bihar, Hariyana, west Bengal,

Mumbai, orrisa, Himachal-pradesh, Karnataka, tamilnadu and Kerala. Reliance

telecom footprint currently covers approximately 45% of India's population and

over 50% of the potential telecom-market

The company shoes about 86% increase in its consolidated net profit for the

second quarter of the financial year (2007-08). Its total income during this period

grew by 29.87%. Reliance is now focusing on the rural segment to pull off moresubscribers. As Anil ambani, chairman of R-COM said, “The commencement of

the world’s fastest and largest rural telephony rollout project is a step

forward in bridging the digital divide that would provide telecom coverage to

millions of Indians living in the remotest places”.

VISION, MISSION AND VALUES:

OUR VISION: - “To be premium global conglomerate with clear focus on

business.”

“We will leverage our strengths to execute complex global-scale projects to

facilitate leading-edge information and communication services affordable to all

individual consumers and businesses in India.

We will offer unparalleled value to create customer delight and enhance business

productivity.

11




We will also generate value for our capabilities beyond Indian borders and enable

millions of India's knowledge workers to deliver their services globally.”

OUR MISSION:-“To deliver superior value to our customers share holders,

employees, and society at large”

OUR VALUES: - “Integrity, Commitment, Passion ,Seamlessness Speed”

A dream comes true

The Late Dhirubhai Ambani dreamt of a digital India — an India where the

common man would have access to affordable means of information and

communication. Dhirubhai, who single-handedly built India’s largest private sector

company virtually from scratch, had stated as early as 1999: “Make the tools of

information and communication available to people at an affordable cost. They will

overcome the handicaps of illiteracy and lack of mobility.”

It was with this belief in mind that Reliance Communications (formerly Reliance

Infocomm) started laying 60,000 route kilometers of a pan-India fibre optic

backbone. This backbone was commissioned on 28 December 2002 , the

auspicious occasion of Dhirubhai’s 70th birthday , though sadly after his

unexpected demise on 6 July 2002.

Reliance Communications has a reliable, high-capacity, integrated (both wireless

and wire line) and convergent (voice, data and video) digital network. It is capable

of delivering a range of services spanning the entire infocomm (information and

communication) value chain, including infrastructure and services — for

enterprises as well as individuals, applications, and consulting.

Today, Reliance Communications is revolutionizing the way India communicates

and networks, truly bringing about a new way of life.

12




Anil Ambani: Telecom person of the year 2007

Thursday, August 09, 2007

Achiever's Pride

Undertook financial restructuring of Reliance communications

To spend Rs 16,000 crore to expand and strengthen network coverage

After expansion, Reliance Communications will have the single largest wirelessnetwork in the world

Launched the lowest-cost classic brand handset at Rs 777

Subscriber base grew to over 28 mn during last fiscal, registering 60% growth

Total Revenue shot up to Rs 14,468 crore, an increase of 34%

Net Profit rises to Rs 3,163 crore, an increase of over 600%

Revenues of the wireless business increased by 46% to Rs 10,728 crore

Broadband achieved revenue growth of 123% to Rs 1,144 crore Market

capitalization crossed Rs 100,000 crore

13




Our Circles: The Indian telecommunications market for mobile services is

divided into 25 “Circles”. including four “metropolitan” Circles, covering the cities of

Mumbai, Delhi, Kolkata and Chennai, and remaining Circles classified by the

Government as category “A”, category “B” or category “C”, which cover the rest of

India. These classifications are based principally on.

Roaming facility across 7000 cities & towns Reliance National

Roaming facilitates you roam across close to 7000 cities & towns in the following

telecom circles: Andhra Pradesh, Bihar (including Jharkhand), Delhi NCR, Gujarat,

Haryana, Himachal Pradesh, Karnataka, Kerala, Madhya Pradesh (including

Chhatisgarh), Maharashtra and Goa, Mumbai, Orissa, Punjab, Rajasthan, Tamil

Nadu, Chennai, West Bengal, Kolkata, UP-East and UP-West (including

Uttaranchal).

Sr.No Circle Service Area

1. Andhra Pradesh Entire State.

2. Bihar Bihar & Jharkhand.

3. DelhiLocal areas served by Delhi, Ghaziabad, Faridabad, Noida

& Gurgaon Telephone Exchanges.

4. GujaratGujarat (including Union Territory of Daman and

Diu.Silvassa(Dadra and Nagar Haveli)).

5. Haryana

Entire State (Not including: Local areas served by

Faridabad & Gurgaon Telephone Exchange).

6. Himachal Pradesh Entire State.

7. Karnataka Entire State.

8. KeralaEntire State plus the Union Territory of Lakshwadeep and

Minicoy.

9. Madhya Pradesh Madhya Pradesh & Chhattisgarh

10. Maharashtra

Maharashtra including Goa (Not including: Local areas

served by Mumbai, Navi Mumbai & Kalyan Telephone

Exchanges).

11. Mumbai Local areas served by Mumbai, Navi Mumbai & Kalyan

14




Telephone Exchanges.

12. Orissa Entire State.

13. Punjab Entire State (including Union Territory of Chandigarh).

14. Rajasthan Entire State.

15. Tamil Nadu

Tamil Nadu including Union Territory of Pondicherry (Not

including: Local areas served by Chennai Telephone

District, Maraimalal. Minjur & Mahabalipuram Telephone

Exchanges).

16. Chennai

Local area served by Chennai Telephone District,

Maraimalal Nagar Export Promtion Zone (MEPZ), Minjur &

Mahabalipuram Exchanges.

17. West Bengal West Bengal including State of Sikkim and Union Territoryof Andaman and Nicobar Islands(Not inclding: KolkataMetro Service Area).

18. Kolkata Kolkata Metro Service Area.

19. UP (East)Entire Area covered UP (E) including Boundary Districtstowards UP (W): Shahjahanpur, Farrukabad, Kanpur &Jalaun.

20. UP (West)

Entire Area covered by UP (W) including Uttaranchal andBoundary Districts towards UP(E): Pilibhit, Bareilly,Dadaun, Etah, Mainpuri& Etawah (Not including: Localareas served by Ghaziabad & Noida TelephoneExchanges).

MILESTONES OF RELIANCE

2007

15




January 10 Reliance Communications adds a record 1.4 million subscribers in December ‘06

January 18

Reliance Communication launches unique "Simply 2030" plan on Reliance Hello

January 25Reliance Communications promotes Roger Waters Music Concert

January 29RCOM shareholders approve tower business demerger with a 99.99%overwhelming majority

January 30Overwhelming response to Reliance World’s National Digital Elocution Competition

January 30

Reliance joins Lenovo and Intel for "Internet on the Move"February 2Reliance Communications’ market capitalization tops Rs 1 lakh crore ( 1 trillionrupees or 24.39 billion US dollars) on Bombay Stock Exchange

February 16Reliance Communications offers best value on roaming

February 26Search Jobs & Classified Ads from Reliance Mobile World - RelianceCommunications ties up with Naukri.com

March 6

Reliance Communications ushers in ‘Virtual Global Conference Network’March 7DHIRUBHAI AMBANI – THE MAN I KNEW By KOKILABENBook on Founder Chairman launched.

March 8Reliance Communications launches ‘Roam Jamaica on Reliance Mobile

March 16Reliance Mobile launches ' Suno Zee’

March 19Demerger of Passive Infrastructure division Reliance Communications & Reliance

Telecom approved by the Bombay High CourtMarch 21Reliance World Offers Program to Help Students ’Crack Admissions in CollegesAbroad’March 23Govt’s Rural Telephone Scheme(RDEL)through Reliance Communicationssuccessfully closes by March 31,2007

March 26Booking train ticket from Reliance Mobile Phones becomes more easy now… with

ITZ Cash Cards

16




April 4Reliance Communications unleashes the power of mobile advertising

April 6

Reliance Communications acquires 1.2 million subscribers in March 2007.April 11Sunny Days And Nights For Reliance Mobile Subscribers asReliance Communications ties up with SUN TV to offer video streaming of all SUNTV programs online 24x7

April 11Reliance World launches summer e camp for school kids

April 30RCOM first listed Indian telecom company to reward shareholders

May 2A Classic Bonanza – Reliance Communications unveils handsets @ Rs 777

May 9RCOM bags West Bengal E-Governance Project

May 10Reliance sets a new record, one million Classic handsets sold in just one

May 12Reliance Communications slashes rate to US and Canada. It's now just Rs 1.99 per minuteMay 14

Reliance Communications launches Classic Color Bonanza - Color handsets @ Rs1234May 17RCOM kick starts worlds fastest and largest rural infrastructure rollout on WorldTelecom Day.

May 18 Reliance Communications Launches Lifetime Validity Recharge @ Just Rs.499.

May 22RCOM slashes roaming rates by as much as 70 percent

May 25

Reliance Communications launches unlimited calling

June 5RCOM hosts seminar on ‘Emerging Trends in Mobile Applications Development’

June 6Reliance Communications adds 1.4 million new mobile subscribers in May2007

June 6Reliance Classic' Makes Music - FM Radio Phones Launched at just Rs.1888

17




Customer Service Form

Whether you are a customer, a prospective partner, or just a curious citizen, we

are here to answer your questions. We welcome your views, suggestions,complaints and any other query that you might have about RelianceCommunications, its products and services. Please fill in the Customer Serviceform and submit, we will get back to you with the requisite details.

18

First Name

Last Name

E-mail

Phone

Address 1

Address 2

City

State

Pin Code Country India

Are you New Customer Existing Customer

If Existing Customer, Please Enter

Reliance Phone No. Account ID

Post your message

To [email protected]

Subject

Type of QueryReason 1

Reason 2

Message

Attachment

þÿ

þÿ

þÿ

þÿ

þÿ

þÿ

þÿ

þÿ

þÿ

þÿ þÿ

þÿ

þÿ

þÿ

mailto:[email protected]


http://www.rcom.co.in/webapp/Communications/rcom/Contactus/PersonalInformation.jsp#%23

http://www.rcom.co.in/webapp/Communications/rcom/Contactus/PersonalInformation.jsp#%23

mailto:[email protected]



Reliance Prepaid: -

RELIANCE prepaid, the cellular card from reliance comes to the customer from

Reliance telecom

Our products in prepaid are starter pack & Physical Recharge Voucher and Flexi

Recharge

Physical recharge voucher:-

In physical recharge voucher there are series of recharge voucher. The

minimum recharge in physical voucher is Rs.199/- and the maximum amount of recharge is Rs. 3300.

Flexi recharge: -

In Flexi recharge there is one type of program in witch the recharge is transfer to

the consumer. The whole system is same like as SMS facility. The range of

recharge starts from Rs. 10/- To Rs. 9999.

Starter pack: -

Starter pack means the Sim Card in which the services give to the customer there

are various types in starter pack Regular Starter Pack, I Card Pack, Women’s

Card, My Gang Card

Reliance Infocomm offers a complete range of telecom services, covering mobile

and fixed line telephony including broadband, national and international long

distance services, data services and a wide range of value added services and

applications. Reliance Infocomm network is a pan India, high capacity, integrated(wireless and wire line) and convergent (voice, data and video) digital network,

designed to offer services that span the entire Infocomm value chain -

infrastructure, services for enterprises and individuals, applications and consulting.

The network is designed to deliver services that will foster a new way of life for a

New India. "Make the tools of infocomm available to people at an affordable cost,

they will overcome the handicaps of illiteracy and lack of mobility", Dhirubhai

Ambani charted out the mission for Reliance Infocomm in late 1999.

19




Roam Plans:

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Bihar: Local Plans Plan name NJR 199 My local 299 Unlimited 399 new

Rental 199 299 399

Clip 0 25 0

Plan Charges 0 0Monthly commitment 199 324 399

Free SMS (Rs) 0 0

Free intra circle talk time worth Rs. 150Rs 180 Local onnet

& Rs 180 local offnetNil

Intra circle

On Net 0.3 0.60 0/ 0.49 (fwp)

Cell 0.75 0.60 0.49

Fixed 1 0.60 0.49

Inter circle

On Net 1.5 1.5 1.5Cell 1.5 1.5 1.5

Fixed 1.5 1.5 1.5

International

US, Canada, Fixed Lines in Europe,Australia, Newzealand and South EastAsia

6.4 6.40 6.4

Mobile phones in Europe, SAARC,Gulf, Middle East, UAE, Africa and Restof the world.

9.19 9.19 9.19

Bissau, Nauru, Norflok island, Sao

Tome, Sakhalin, Solomomn Island,Tokelau, Tuvalu, Vanuatu

40 40.00 40

Rate /SMS (164 characters)

Local SMS 1 1 1

National SMS 2 2 2

International SMS 5 5 5

Onnet Pack Rental

First 1000 Mins Free-RIM and FWPthen 15paise.

175 150 N.A

SMS Onnet Pack Rental 50 50 50

Roaming Rates

Local

Onnet 1 1 1

Off net 1 1 1

Landine 1 1 1

STD 1.5 1.5 1.5

Incoming 1 1 1




Roaming Tariff for Reliance Mobile Post Paid Pre Paid

Local Outgoing calls while Roaming All Phones Rs.1.40 Rs.1.40

STD Outgoing calls while Roaming All Phones Rs.2.40 Rs.2.40

Incoming calls while Roaming Rs.1.75 Rs.1.75

SMS

LocalAs per Tariff Plan

Rs.1.00

National Rs.2.00

International Rs.5.00

Application Rs.3.00 Rs.3.00

Pulse rate for all calls in 60 secs

Plan namePlan250

Plan500

Plan1000

Plan1500

Plan2000

Monthly Plan Charge (Rs.) 250 500 1000 1500 2000

Free Calls Worth (Rs.) 200 500 1000 1575 2000

Rate per Call Unit # (Rs./Pulse) 1.20 1.10 1.00 0.90 0.85

Refundable Deposit for ILD (Rs.) 1000 1000 1000 1000 1000

Service and Feature Phone Installation/ Activation Charge* (Rs.)

800 800 800 800 800

Call per unit rate

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Value Packs Reliance Mobile introduces wide range of economical value

packs with unlimited calling and SMS benefits. Choose the pack as per your requirement and stay in touch with your dear ones.

Type Name Rental Rs /mth) Benefits

STD Pack STD 99 MOBILE PACK 99 All STD Calls at 0.99/min

Night callingpack

NIGHT CALLING PACK 75Intracircle Onnetcalling free from11pm-7am

22

Call unitLength(Pulse)(Sec.)

Plan250@

Rs.1.20 /

Pulse

Plan500@Rs.

1.10 /

Pulse

Plan1000

@Re.

1.00 /

Pulse

Plan1500

@Rs.

0.90 /

Pulse

Plan2000@Rs.

0.85 /

Pulse

Calls toFixed lines

Local Calls (includingIntra- circle < 50 kms)

180 0.40 0.37 0.33 0.30 0.28

Intra-circle > 50 kms 60 1.20 1.10 1.00 0.90 0.85

Inter-circle 0 - 50kms

90 0.80 0.73 0.67 0.60 0.57

> 50 kms 30 2.40 2.20 2.00 1.80 1.70

Calls toRIM

Intra-circle 120 0.60 0.55 0.50 0.45 0.43

Inter-circle 60 1.20 1.10 1.00 0.90 0.85

Calls toother

mobiles

Intra-circle 60 1.20 1.10 1.00 0.90 0.85

Inter-circle 30 2.40 2.20 2.00 1.80 1.70




SMS Pack SMS2000 50 2000 free sms toreliance phoneanywhere in India andRs 25 worth free SMS

to other phones inIndia

SMS 25 25 100 Local & nationalSMS to any phoneFree

SMS 60 60 1000 Local & nationalsms to any phoneFree

Local mobilepack

Local 49 calling pack 49 All Local Onnet/OffnetCalls @ 49p/min

Unlimited On net 99 99 Local Reliance to

Reliance Calls Free

CDMA HANDSET

Black and White Handsets

Current handset models

23


http://www.rcom.co.in/webapp/Communications/rcom/Rm/handsets_Jinpeng.jsp

http://www.rcom.co.in/webapp/Communications/rcom/Rm/handsets_lg2750.jsp

http://www.rcom.co.in/webapp/Communications/rcom/Rm/handsets_classic204.jsp






Organization Structure

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Managing Director

General Manager

Financial

Officer

Technology

Officer

Information

officer

Marketing

officer

Delivery

Officer H. R.

Officer


http://www.rcom.co.in/webapp/Communications/rcom/Rm/handsets_lgrd2650.jsp

http://www.rcom.co.in/webapp/Communications/rcom/Rm/handsets_nokia1255.jsp



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THEORETICAL BACKGROUND: -

Customer satisfaction It is important to see whether the feeling of customer after the buying of the

reliance product & services. Total customer satisfaction is very important and it

depends on the offer performance in relation to the buyer’s expectations. In

general, satisfaction is a person’s feeling of pleasure or disappointment resulting

from comparing a product’s perceived performance in relation to his or her

expectations. If the performance falls short of expectations, the customer is

dissatisfied. If the performance matches the expectations, the customer issatisfied. If the performance exceeds expectations, the customer is highly

satisfied or delighted.

To reduce the level of the dissatisfaction amongst the customer, the

marketing decision-maker could adopt on approach where in he can classify

markets in relation to the degree of opportunity to definer customer satisfaction.

Customerisation will help a firm in providing the quality of services to match

the customer requirement Help to focus on consumers needs so as to add value

and offer benefits to the customer to identify new customer new marketing

25




segments and new application for existing products. Work towards total customer

satisfaction and maximum customer delight.

“Satisfaction is a person’s feeling of pleasure or disappointment

resulting from comparing a product’s perceived performance or outcome in

retention to his/her expectations.”

Thus, whether the buyer is satisfied after purchase depends on the offer’s

performance in relation to the buyer’s expectations. High satisfaction or Delight

ness results in customer loyalty. Today’s companies are aiming for, TCS=Total

Customer Satisfaction.

Tools for measuring the customer satisfaction-

• Complaint system & Suggestion system

• Customer satisfaction survey & Periodic Customer satisfaction survey

• Lost customer Analysis

So, depends on the company’s requirements, they are going for adopting one or

many from the above tools.

Companies should also note that Managers and Salespeople can manipulate

customer satisfaction ratings.

Thus, the company has to attract the exiting and prospective customers through

their pleasant & try to retain the customer because

“The key to customer retention is customer satisfaction.”

Thus a company would be wise to measure customer satisfaction regularly.

The company should phone recent by inquire. The criteria for it are as follow

CUSTOMER SATISFACTION LEVELS:

• Highly satisfied

26




• Satisfied

• Dissatisfied

•

Highly dissatisfied

Customer satisfaction survey: -

Studies show that the entire customer is dissatisfied with one out of every

four purchases less than 5 percent complain. Most customers will buy less or

switch supplier. Responsive measures customer satisfaction directly buys

conducting periodic surveys. While collection customer satisfaction data, it is also

useful to ask additional question to measure repurchase intention and to measure

the likelihood or willingness to recommend the company and brand to others.

Importance of customer satisfaction: -

All Business firms have realized that marketing is a core elementof management philosophy and the key to its success lies in focusing more and

more customer who will decides where the firm is heading. Thus the challenge

before the marketer is to ensure that they satisfied very customer. Adam smith in

his, the wealth of nation, has said “Consumption is the sale end and purpose of all

production and interest of product ought to be attained to, only so far as it may be

necessary for promoting those of the customer.”

This quotation only reiterates that purposes of production are consumptionof ones own purpose will be served only if the consumer’s interests are attended

to. Here there arises a very vital question. How can marketer ensure that his/her

firm is able to respond to their customer requirements quickly? The answered it

this question lies in the quality of service it is offering to its customer. This again a

will depends upon the consumer expectation from the product or service.

No doubt the quality of the product or services will decided whether it

matches the consumer expectations or not, but the firm and marketer must make

all efforts to ensure that consumer satisfaction is achieved.

27




The aim of this chapter is to provide on insight into the characteristic of the

consumer market, identify the possible source of dissatisfaction, work towards

handling complaints from consumers, which in turns will help in enhancing

customer satisfaction and prevent dissatisfaction.

BOARD OF DIRECTORS: -

• Shri Anil D. Ambani - Chairman

• Prof. J Ramachandran

• Shri S.P. Talwar

• Shri Deepak Shourie

•

Shri A.K.Purwar

28




RESEARCH METHODOLOGY:-

6.1) INTRODUCTION: -

Research is a part of building systematic knowledge; Human urge for new

area of knowledge has developed a habit for research and search in him.

Sociologist, Economist, Physical natural and nuclear scientist all advocates an

extensive use of research for the same of their academic advance.

Research is commonly refers to a search for knowledge or new things from

the present one. Info act research is an act of investigation. According to advanced

learner’s dictionary, research is careful investigation or inquiry especially throughresearch for new fact in any branch of knowledge.

A market research design specifies a procedure for conducting & controlling

the research project. For every research, it is important to explicitly its plan for

every step, which would help it to make worthwhile.

Research in common parlance refers to search for knowledge. One can also define

research as a scientific and systematic search for pertinent information on a specific

topic. In fact research is an art of scientific investigation. “Research is the process

of systematic and in-depth study or search for any particular topic, subject or

29




area of investigation, backed by the collection, compilation, presentation, and

interpretation of relevant details of data.”

Some people consider research as a movement, a movement from the

known to the unknown. It is actually a voyage of discovery. We all poses the vital

instinct inquisitive makes us probe and attain full and fuller understanding of the

unknown. This inquisitiveness is the mother of all knowledge and the method ,

which man employs for obtaining the knowledge of whatever the unknown , can be

termed as research. Research is an academic activity and as such the term should

be used in a technical sense.

Research design is needed because it facilitates the smooth sailing of the

various research operations, thereby making research as efficient as

Possible yielding maximum information with minimum expenditure of effort, time

and money.

Any type of research is a systematic progress. It requires a considerable

planning in advance .The plan should include the exact sequence of the research

activities, data collection techniques, etc. it is important to formulate a strategy for

data collection. The research carried out to study the above mentioned problem is

known as “explicitly research”.

Research

DEFINITION: -

1. CLIFFORD WOODY “Research comprises defining and redefining

problems, formulating hypothesis or suggested solution; collecting

organizing and evaluating data making deduction, reaching to conclusion

and at least carefully testing the conclusion to determine whether they fit to

the formulating hypothesis”.

30




2. D. Slesinger and M. Stephension. In the Encyclopedia of Social

Science define research as “manipulation of thing, concept or symbols for

the purpose of generalizing to extend, correct or verify knowledge, whether

that knowledge aids in construction of theory or in the practice of an art”.

Type of research

There is various type of research. Some of them are as follows

a. Pure Research-:

b. Applied Research-:

c. Exploratory Research-:

d. Descriptive Research-:

(a) Pure Research-: It is motivated by desire to know or

understand for the sake of knowing. The pure research is

also known as basic or fundamental research. It is not

concerned with solving any practical problem. It is

directed toward finding information that has a broad base

of application.

(b) Applied Research-: It is also known as action research. The aim of applied

research is to discover a solution for some practical problems. The method

used for this type of research is usually personal interviews and survey

methods. It is concerned with search for ways of using scientific knowledge

to solve practical problem.

(c) Exploratory Research-: It is quantitative research. This type of research is

useful in formulating hypothesis or testing hypothesis and theories. In

exploratory research, the assumption is that the researcher has little or no

knowledge about the problem or situation under study. It is the investigation

31




of relationships among variables survey without knowing why they are

studies. EX. - The literature survey, the experience survey.

(d) Descriptive Research-: It is also known as Non-experimental research. It

describes, records, analysis and interprets that exist. in this research, the

researcher has to try to link the relationship of dependent variables with

independent variables. Survey methods are used in descriptive research.

32




Steps of Research process:-

The seven major steps

33

Determine or define the

problem or opportunity

that is faced

Specify what information

is needed

Identify the sources of the

information.

Decide on the techniques

for acquiring the

Gather and process theinformation

Analyze and interpret the

meaning.

Present the findings to the

decision makers.




6.2) STATEMENT OF PROBLEM: -

Researcher has conducted his project on the topic “To study the customer

satisfaction of Reliance prepaid and postpaid services” for reliance communication

Ltd at patna city . Most of the wireless service providers are currently providing

their services in patna City, due to which there is stiff competition in between the

current players. As such to attract the new customers it requires three times more

energy than to hold regular customer.

On every single day various schemes are launch by the service provider to

customers & customers are getting shifted from network to another.

So Company is interested to know about satisfaction level of customer or

what kind of improvement of reliance telecom they expected on the basis which

they can able to satisfy them & present competition in market by providing quality

of service.

34




6.3) OBJECTIVES OF THE PROJECT: -

1. To analysis of reliance services in Patna city along with competitor services.

2. To study the consumer expectations about reliance services.

3. To study the satisfaction level of customer from reliance services.

35




6.4) RESEARCH DESIGN: -

The noun “designs “have various meanings, but the one suitable for our subjectis a pattern or an outline of a research project’s workings. It is a statement of only

the elements of a study, those that provide the basic guidelines for the details of

the project. It comprises a series of prior decisions that, taken together, provide a

master plan for executing a research project.

i) SOURCE OF DATA:

Primary Data:

Primary source of data was collected by personal interviewing in which

structured direct method was used because it adds interaction and also help

getting correct answer and more information. For conducting the interview

structured questionnaire was used.

Secondary Data:

The data which is already assembled is the secondary data i.e. Newspapers,

Auto Journals, Magazines, Books, Websites and Organization report.

ii) Sample Design: -

Sampling: Statistical sample is a miniature picture of cross section of the entire

group or aggregate from which the sample is taken.

1) Sampling unit is the target population from which sample will be selected. The

sampling units were the Mobile users surveyed in the Patna City.

36




2) Sample size refers to no of items to be chosen from the population to form a

sample. Here the Mobile users were selected It consisted of total 300 respondents

3) The sampling procedure adopted for this market survey was randomly

sampling Area sampling provides information in a particular area, which is selected

before research.

6.5) Scope of the study: -

1. Project dealing with the response of the customer towards reliance various

scheme for the users about tariff rate of the company.

2. Project dealing with the market analysis, the cellular user and their

response.

3. The project considers the Patna City only.

6.6) Limitations of the study: -

1. While conducting the survey target market was only 500 of Reliancecustomer therefore information may not be fulfill the requirement of thestudy.

2. Survey conducted only in Patna City.

3. The survey conducted in limited period of two months.

37




A.1)

Table No. 01

Source: Primary Data

Percentage of Respondent

0%

Yes

Graph No. 01

Interpretation: -

It shows that large majority of is Reliance users (100%).

38

Reliance Users No of Respondents % Break up

Yes 500 100

No 0 0




A.2)

Table No. 02


7%

26%

31%

36%

0

5

10

15

20

25

30

35

40

0-2 Years 2-4 Years 4-6 Years 6 & Aboveduration

percentage of respondent

Graph No. 02

Analysis:

36% customer were use Reliance services from less than 2 year, 31% customer

were uses services from 2 to 4 year, 26% customer use 4 to 6 year & remaining7% customer were use the reliance services more than 6 year.

39

Duration No Of Respondents % of Respondent

0-2 Years 180 36

2-4 Years 155 31

4-6 Years 130 26

6 & Above 35 7




Interpretation: -

In the past Five yrs. There were tremendous increases in Reliance users.

A.3)

Table No. 03


Graph No. 03

Analysis:-

40

Category No Of Respondents % Breakup

Postpaid 100 20

Prepaid 400 80


80%

20%

Postpaid

Prepaid




From the above table it is clear that 80% users were prepaid subscriber & 20%users were postpaid subscriber.

Interpretation: -

Therefore there were maximum no, of users (400) are prepaid subscriber.

A.4)

Table No.04

Name of preference No. of respondent % of respondent

Very good 160 32Good 180 36

Average 135 27Poor 25 5


32%

36%

27%

5%

0

5

10

15

20

25

30

35

40

percentage of

Respondent

Very good Good Average Poor preference level

Very good

Good

Average

Poor

Graph No.04

Analysis:-

41




there were many opinion about preference of reliance services, 325 userssay very good, 36% says good,27% users gives opinion that services are average& rest of the user i.e. 5% users say poor condition of services.

Interpretation: -

In above graph, the no. of Reliance users were given their opinion that theservices of Reliance are good.

A.5)

Table No. 05

Sources: Primary Data

42

Preferences No Of Respondents % Breakup

Full Talk time 410 82

Validity 90 18

Full talktime

82%

Validity18%

Preferences Of Reliance Users

Full talk time

Validity




Graph No. 05

Analysis:-

82% customer were want to full talk time in Reliance Recharge coupon & 18%customer were want to validity in Recharge coupon.

Interpretation: -

Many Reliance users were given preference to the Talk time (82%) while selectingthe plans.

A.6)

Table No. 06


43

Preferences\Expectations

No. of Respondent

percentage of Respondent

Good Network 140 28

Good Local Call Rates 115 23

Good Rooming Rate 135 27

Good STD Rates 110 22




Graph No. 06Analysis:-

28% respondent were expect good network, 23% respondent were expect low

local call rate, 27% expect were low roaming rate and 22% respondent expect lowSTD call rate.

Interpretation: -

This above graph shows that most of the cellular users are local callers and STDcallers so this should be provided Low local call rates Low STD rates.

A.7)

Table No. 07


44

Preference of Respondent

28%

23%

27%

22%

Good Network

Good Local Call Rates

Good Rooming Rate

Good STD Rates

Appeal No of Respondents percentage of Respondent

Very Good 80 16

Good 130 26

Average 195 39

Poor 95 19




Graph No. 07

Analysis:-

16% Respondent were saying very well, 26% says good, 39% average and19% says poor about Reliance Brand.

Interpretation: -

The graph clearly shows that Reliance has imaged as a very strong brand

in the minds of users. More than 90% of users have deep trust in the brand.

A.8)

Table No. 08

45

16%

26%

19%

0

5

10

15

20

25

30

35

40

Percentage of

Respondent

Very Good Good Average Poor

appeal of Brand

Problem In PrepaidRelated to billing

No Of Respondents Percentage of Respondent

Yes 64 16

No 336 84

39%





Graph No.08Analysis:-

84% Reliance Respondent had no Billing Problem in prepaid services and16% Respondent had some problem in Billing.

Interpretation: -

The above graph shows that 84% Reliance users are satisfied on billing system in

prepaid services

A.9)

Table No. 09 Source: Primary Data

46


16%

84%

Yes

No

Monthly Recharge No Of Respondents


Below Rs. 250/- 200 50

Between Rs. 251/- to Rs.500

148 37

Rs. 501/- & Above 52 13




Graph No. 09.

Analysis:-

50% Respondent were do monthly recharge in prepaid, below 250/-, 37% between

251/- to 500/- and remaining 13% do more than 501/- in a month.

Interpretation: -

The graph shows Majority of Reliance users are very economical. This is because

of our Group Calling & Night Calling facilities which famous amongst youngsters.

A.10)

Table No. 10


47


50%

37%

13%

Below Rs. 250/-

Between Rs. 251/- to Rs.500/-

Rs. 501/- & Above

b

Monthly Bill No Of Respondents % Breakup

Below Rs. 300/- 20 20

Between Rs. 301/- toRs. 600/-

50 50

Rs. 601/- & Above 30 30





20% of postpaid users were spend the money below 300/- on monthly bill,50%spend between 301/- to 600/- and 30/- spend above the 601/- in a month.

Interpretation: -The majority of Bill payers are in average category. This is because most of theusers being service class people.

A.11)

Table No. 11.


48

Percentage Of Respondents

20%

50%

30%Below Rs. 300/-

Between Rs. 301/- to Rs.600/-

Rs. 601/- & Above

Problem Related BillsIn postpaid

No Of Respondents % Breakup

Yes 20 20

No 80 80





80% postpaid respondent had no problem in billing but 20% had a problem

in billing.

Interpretation: -

The above graph shows 20% users face the problem in Postpaid related tothe bills.

A.12)

Table No. 12.


49

Problems In Services No Of Respondents

% Breakup

Accuracy Of Bills 8 40

Delivery Of Bills 12 60




Graph No. 12.Analysis:-

60% postpaid respondent face the problem of delivery of Bill & 40% face problemin accuracy of bill.

Interpretation: -

The table & graph shows that most of the postpaid users face problem related thedelivery of the bill.

A.13) Table No. 13.


50


40%

60%

Accuracy Of Bills

Delivery Of Bills

Satisfaction Of Users

No Of Respondents % Breakup

Highly Satisfied 100 20

Satisfied 240 50

Not Satisfied 50 10

Highly Not Satisfied 0 0




Graph No. 13.

Analysis:-

20% Respondent are highly satisfied from reliance services, 50% aresatisfied and 10% are not satisfied from reliance service.

Interpretation: -

All Reliance Users are satisfied with our services, which is big success.

A.14)

Table No. 14.


51


25%

62%

13%0%

Highly Satisfied

Satisfied

Not Satisfied

Highly Not Satisfied

Influencing Factor No Of Respondents % Breakup

Friends 215 43

Family 185 37

Advertisement 50 12

Other 40 8




Graph No. 14.

Analysis:-

43% Reliance users motivate from friends, 37% from family, 12% fromadvertisement & 8% motivate from others factor

Interpretation: -

It is clear that Friends are the biggest motivating factor for new Reliance user.

A.15)

During the survey it was observed that, the users were putting

their views in advance to improve the service of Reliance. These

are as fallows,

• We should provide new economical packages for students & youngsters

such as group calling, happy hours calling & night calling.

52


43%

37%

12%

8%

Friends

Family

Advertisement

Other




• To give more talk time on small recharge vouchers.

• To reduce GPRS rates.

• To provide better network in ruler area.

• We have to improve customer care facility & most important about the

connectivity.

• To provide low call rates for life time users

• To provide free calling facility between two number for 24 hrs.

• We should activate extra facilities or packages for users after the request of

users.

• To improve the Billing services of postpaid.

FINDINGS: -

• According to analysis of the project we can interpret that the most of the

mobile user in Prepaid belonging to group of Rs. 0/- to Rs. 321/-in Postpaid

between Rs 299/- to Rs. 1500/-

• After conducting the survey most of the customers are to know the plan

from the reference and advertisement.

53




• Most of the customers said that they have preferred Reliance due to the

affordable rate.

• Maximum people replayed that services provide by Reliance are Punctual

and Quality.

• Due to affordable charges consumers are ready to choose these services

• Most of the consumers are satisfied with services provided by Reliance

• After conducting the survey very less people face problem regarding after

sales service and billing facilities.

• In billing facilities, most of the user faced accuracy problem and battery

back-up problem in GSM reliance product.

SUGGESTIONS: -

1. There are large number of family member doing job in outside of Patna for

them company should provide low STD charges.

2. Also company should offer their customers some happy hours in other circle

(10.paise calling.)

54




3. Company should provide special facilities for their long-term users. E.g. If

any customer using Reliance connection from last 2 year company should

offer some special package like Free SMS, Free Talk time.

4. Company should provide new economical packages for youngsters such as

Group calling, Free Night calling.

5. Company should provide some Free STD minutes so company can attract

more customers.

6. Sales executives should be well trained and having proper knowledge of the

company product and other competitive product so they can easily

convinced the customers.

7. Company should improve the network condition in urban areas.

8. Company should find out the reason of billing problem.

CONCLUSION: -

The whole objective of the study was to conduct through survey of the

market area of corporate sector of Patna city. The study was crucial because the

55




facts, which were collected from the market, shall provide the essential data to the

organization.

It was also important because the study even concentrated in finding the

consumer satisfaction of the customer, which is a major part in company’s growth

and progress. This study helps the company in developing the new schemes and

also helps to find further fine-tune to overcome from the loopholes in the market.

According to my survey at Reliance telecom. On the topic to study the

customer satisfaction of Reliance prepaid and postpaid services, I have found that

Reliance has attracted the customers with their affordable plans with low tariff rate.

As we know that Reliance has largest customer base and it has largest in telecom

industry because of their punctual and quality service. Reliance customers are

getting the knowledge of various product/plan through references and to various

promotion activities.

Therefore, the customers of Reliance communication are highly satisfied

about their services.

Dear Customer,We, Reliance are constantly looking to improve the quality of services, as a

valued customer of Reliance how you rate our services, for that we need certaininformation; witch will help us to serve you better.

Thank you.

56




QUESTIONNAIRE

Name:……………………………………..…… Gender: M/F ………………..…..

Address: …………………………………………………………..…………………...

Mobile. No: …………………………………………………………..………………..

Occupation:. ……………………………………. Income: ………………………...

Place: ………………………………..………………. Date: …………………………

Q.1) Are you existing customer of Reliance?

1) Yes. 2) No.

Q.2) If yes, from how long you have using the service of Reliance?

Time duration. Year................. Month...............

Q.3) Are you currently prepaid or postpaid subscriber?

1) Prepaid. 2) Postpaid.

Q.4) what is your opinion regarding the service of Reliance?

1) Very Good. 2) Good.

3) Average. 4) Poor.

Q.5) which types of schemes do you preferred in the service of Reliance?1) Full Talk time.

2) Validity.

Q.6) What type of Services are you expecting from Reliance?

1) Good network. 2) Good local call rates.

3) Good rooming rates. 4) Good STD rates.

Q7) How do you find appeal of Reliance branding?

1) Very Good. 2) Good.

3) Average. 4) Poor.

Q.8) Do you face any problem in Prepaid related to recharging?

1) Yes 2) No.

57




Q.9) How much do you spend on monthly recharge in Prepaid?

1) Below Rs. 250/-

2) Between Rs. 251/- to Rs. 500/-

3) Rs. 501/- & above.

Q.10) How much your monthly bill in Postpaid?

1) Below Rs. 300/-

2) Between Rs. 301/- to Rs. 600/-

3) Rs. 601/- & above.

Q.11) Do you face any problem related the bill in Postpaid?

1) Yes. 2) No.

Q.12) If yes, then

1) Accuracy of the bill.

2) Delivery of the bill.

Q.13) Are you satisfied from the current Reliance services?

1) Highly Satisfied. 2) Satisfied.

3) Not Satisfied. 4) Highly not satisfied.

Q.14) who is the influencing category for you to choose the services of Reliance?1) Friends. 2) Family

3). Advertisement 4) Others

Q.15) which company segment do you prefer the most?1) Reliance 2) Tata-indicom

Q.16) One thing that you want suggest about Reliance?

………………………………………………………………………………….

………………………………………………………………………………......

BIBLIOGRAPHY

58




Philip Kotler Marketing Management ,

11th Edition

New Delhi Pentice , Hall Of India

Ramaswami Marketing Management ,

3rd Edition

Macmillan India Ltd, Delhi.

C.R. Kothari Research Methodology New Age International(p)Ltd,

Weblography

WWW.RCOM.CO.IN

www.Google.com

www.wikipidia.com

Secondary Sources

News paper: - The Economics time, The times of India.

Magazine: - India today, Business world.

And Journals.


http://www.wikipidia.com/



http://www.wikipidia.com/

sanjeev pro-2

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