vijay project on telecom

8/8/2019 Vijay Project on Telecom

1/92

CSREM Page | 1


2/92

CSREM Page | 2

1. INTRODUCTION

Today the Indian telecommunications network with over 456 Million subscribers

is second largest network in the world after China. India is also the fastest growing

telecom market in the world with an addition of 9- 10 million monthly subscribers.

The Department of Telecommunications has been able to provide state of the art

world-class infrastructure at globally competitive tariffs and reduce the digital

divide by extending connectivity to the unconnected areas. India has emerged as a

major base for the telecom industry worldwide. Thus Indian telecom sector has

come a long way in achieving its dream of providing affordable and effective

communication facilities to Indian citizens. As a result common man today has

access to this most needed facility. The reform measures coupled with the

proactive policies of the Department of Telecommunications have resulted in an

unprecedented growth of the telecom sector.

According to TRAI, by the end of February, the total number of subscribers hadreached 456 million. Of this, 91% were mobile phone subscribers. The rising

number of subscribers has pushed the Tele-density to 35.62% showing a

stupendous annual growth of about 50%, one of the highest in any sector of the

Indian Economy. Also industry estimates show that telecom industry in

India will witness a compound annual growth rate (CAGR) of 26% to reach 3,

44,921 crore by 2012. It is set to generate employment opportunities for close to 10

million.

Indias telecom sector has shown massive upsurge in the recent years in all

respects of industrial growth. From the status of state monopoly with very limited

growth, it has grown in to the level of an industry. Telephone, whether fixed

landline or mobile, is an essential necessity for the people of India. This changing

phase was possible with the economic development that followed the process of


3/92

CSREM Page | 3

structuring the economy in the capitalistic pattern. Removal of

restrictions on foreign capital investment and industrial de-licensing resulted

in fast growth of this sector.

At present the countrys telecom industry has achieved a growth rate of

14 per cent. Till 2000, though cellular phone companies were present, fixed

landlines were popular in most parts of the country, with government of India

setting up the Telecom Regulatory Authority of India, and measures to allow

new players country, the featured products in the segment came in

to prominence.

Indian Telecom sector, like any other industrial sector in the

country, has gone through many phases of growth and diversification.

Starting from telegraphic and telephonic systems in the 19th century, the

field of telephonic communication has now expanded to make use of

advanced technologies like GSM, CDMA and WLL to the great 3G

Technology in mobile phones. Day by day, both the Public Players and


4/92

CSREM Page | 4

the Private Players are putting in their resources and efforts to improve

the telecommunication technology so as to give the maximum to their

customers.

The huge potential offered by the untapped rural market will help push

growth for telecom operators in the years to come. At present, rural India

accounts for just 27% of the countrys cellular base, though it constitutes

70% of the population.

The list of telecom operators operating in India with their market share is

detailed a s under:

Www.Convergence.In


5/92

CSREM Page | 5

2. PLAYERS IN THE TELECOM MARKET IN INDIA

Cellular Service provider:

BSNL

Virgin Mobile

Airtel

DOCOMOReliance

Aircel

Idea

Tata Indicom


6/92

CSREM Page | 6

Vodafone

MTSUninor

Spice

S Tel


7/92

CSREM Page | 7

2.1 RECENT THINGS TO WATCH OUT IN INDIAN TELECOM

SECTOR ARE

1. 3G and BWA auctions

2. MVNO

3. Mobile Number Portability

4. New Policy for Value Added Services

5. Market dynamics once the recently licensed new telecom operators start

rolling out

6. Services.

7. Increased thrust on telecom equipment manufacturing and exports.

8. Reduction in Mobile Termination Charges.

9. Due to technological advancement and increase in traffic.


8/92

CSREM Page | 8

3. IMPORTANCE OF THE RESEARCH

Significance of research and research leads to invention. Following facts

highlight the importance of the research.

Research facilitates logical or scientific thinking process which leadstowards flow less strategy formulation.

It facilitates identification of trends which ultimately responsible inmarketing opportunities.

Decision making becomes easier for well researched phenomenon. Research is important in solving various operational and planning problems

of business and industry.

It helps understanding perception of the employees about the training andaccordingly designs the training process.


9/92

CSREM Page | 9

3.1 RESEARCH METHODOLOGY

Methodology in the applied sense refers to various methods used by the

researcher right from data collection and various techniques used for the same for

interpretation and inference. Methods and techniques are often used

synonymously in research literature. Research methodology is what must be

done, how it will be done, what data will be needed, what data gathering will be

employed, how sources of data will be selected and how the data will be analyzed

and conclusions reached. When we talk of research methodology we not only talk

of the research methods but also consider the logic behind the methods we use in

the context of our research study and explain why we are using a particular

method or technique and why we are not using others so that research results are

capable of being evaluated either by the researcher himself or by others.


10/92

CSREM Page | 10

3.2 RESEARCH OBJECTIVEMain objective is to study on brand loyalty for mobile service provide among the

college student in Ranchi

3.3 RESEARCH PROCESS

Area : Ranchi city Location: Ranchi college, st. Xavier college, womens college, Marwaricollege, Nirmala college, Dhrwa college, Hari Om Tower, NIBM .

Sample Type : Random sampling Sample Size : 100 respondents Data Type : Primary and Secondary data Data Collection Tool : Questionnaire Data Presentation Tool : Pie charts and Tables, Cross table

3.4 SOURCES OF DATA

The study undertaken is mainly based on the primary data, structured

Questionnaire is designed. The study also contains secondary data, data from

books, authenticated websites and journals for the latest updates just to gain an

insight for the views of corporate officers.

3.5 METHODOLOGY & PRESENTATION OF DATA

The data collected is then coded in the tables to make the things presentable and

more effective. The results are shown by tables & pie- charts which will help me

out in easy and effective presentation of results.


11/92

CSREM Page | 11

3.6 RESEARCH DESIGN

The design for this study is Exploratory, Descriptive and Random sampling.

3.7 METHOD OF DATA COLLECTION

There are many methods of data collection in a survey. These are basically

divided in two main types of methods. These are: -

1.Primary data collection.

2. Secondary data Collection.

Primary Data:

The data is collected randomly irrespective of the category of the people in the

form of questionnaire and the sample size is 100 respondents.

Secondary Data:They are not originally drawn by the researcher as fresh data. These are collected

by some other person for this purpose and published. These types of data can be

collected through various sources.

3.8 INSTRUMENTS USED

Basically for this project, there are following instruments used:

Survey questionnaire

Survey questionnaire is a very important instrument for any researcher to collect

the requisite information. The questionnaire helps him to get a brief knowledge

about a particular subject. With the help of questionnaire, further analysis and


12/92

CSREM Page | 12

able to make a decision and categorize each factor present in the questionnaire in

a proper manner.

Work Undertaken by me:

In this project I have completed the first phase of my study which is to adaptproper research technique and sampling.

On the basis of sampling, I prepared my schedule which has two phases:1) Getting the information from the customer

2) Getting the information from the company.

In this interim report I have completed my first phase in which a sample of 100respondents are surveyed and their response is analyzed, interpreted with the

help of pie-charts and tables.


13/92

CSREM Page | 13

4. HISTORY

The history of telecommunication industry started with the first public

demonstration of Morses electric telegraph, Baltimore to Washington in 1844. In

1876 Alexander Graham Bell filed his patent application and the first telephone

patent was issued to him on 7th of March. In 1913, telegraph was popular way of

communication. AT&T commits to dispose its telegraph stocks and agreed to

provide long distance connection to independence telephone system.

In 1956, the final judgment limited the Bell System to Common Carrier

Communications and Government projects but preserving the long-standing

relationships between the manufacturing, researches and operating arms of the Bell

System. In this judgment AT&T retained bell laboratories and Western ElectricCompany. This final judgment brought to a close the justice departments seven

year old antitrust suit against AT&T and Western Electric which sought separation

of the Bell Systems Manufacturing from its operating and research functions.

AT&T was still controlling the telecommunication industry.


14/92

CSREM Page | 14

In 1982 , AT&T was requested to divestiture its stock ownership in Western

Electric termination of exclusive relationship between AT&T and Western Electric

divestiture by Western Electric of its fifty percent interest in Bell Telephone

Laboratories, AT&Ts telecommunication research and development facility, is a

jointly owned subsidiary in which AT&T and Western Electric each own 50% of

the stock; separation of telephone manufacturing from provision of telephone

service and the compulsory licensing of patents owned by AT&T on a non-

discriminatory basis. It was telecommunication act of 1996 that true competition

was allowed. The act of 1996 opened the market to all competitors. AT&T being

the first telecommunication company paved the road for the telecommunication

industry as well as set the policy and standards for others to follow.

4.1 Beginning of telecommunication in India

The era of telecommunication in India started from the year of 1851 with the

initiative from govt. of India near the city of Calcutta now known as Kolkatta.

However the rapid growth in telecom industry came into picture after the year of

2002-03 onwards as the more number of service providers came into existence.

Since 2002-03 there is rapid change in the technology and increase in numbers of

subscribers in the Indian telecom industry till now. The following are the

milestones in the Indian telecom industry.

1851 First operational land lines were laid by the government near Calcutta. 1881 Telephone services introduced in India. 1883 Merger with postal system. 1923 Formation of Indian radio Telegraph Company.


15/92

CSREM Page | 15

1932 Merger of ETC and IRT into Indian Radio and Cable CommunicationCompany.

1947 Nationalization of all foreign telecommunication companies to formthe posts, telephone and telegraph, a monopoly run by the governments

ministry of communications.

1985 Department of telecommunication established , an exclusive providerof domestic and long-distance services that would be its own regulator.

1986 Conversion of dot into two wholly government owned companies theVSNL for international telecommunication and MTNL for services in

metropolitan areas.

1997 Telecom regulatory authority created.

Telecommunication is important not only because of its role in bringing the

benefits of communication to every corner of India but also in serving the new

policy objectives of improving the global competitiveness of the Indian economy

and stimulating and attracting foreign direct investment. Indian Telecom industry

is one of the fastest growing telecom markets in the world. In telecom industry,

service providers are the main drivers whereas equipment manufacturers are

witnessing growth and decline in successive quarters as sales is dependent on order

undertaken by the companies.

Today the Indian telecommunications network with over 456 Million subscribers is

second largest network in the world after China. India is also the fastest growing

telecom market in the world with an addition of 9- 10 million monthly subscribers.

The teledensity of the Country has increased from 18% in 2006 to 33% in

December 2008, showing a stupendous annual growth of about 50%, one of the


16/92

CSREM Page | 16

highest in any sector of the Indian Economy. The Department of

Telecommunications has been able to provide state of the art world-class

infrastructure at globally competitive tariffs and reduce the digital divide by

extending connectivity to the unconnected areas.

India has emerged as a major base for the telecom industry worldwide. Thus Indian

telecom sector has come a long way in achieving its dream of providing affordable

and effective communication facilities to Indian citizens. As a result common man

today has access to this most needed facility. The reform measures coupled with

the proactive policies of the Department of Telecommunications have resulted in

an unprecedented growth of the telecom sector.

There is a cut-throat competition in the Telecom industry as more and more

advanced technology is developed in very short time. Once the people get addicted

to 2G technology by the time new players come up with latest technology called

3G and EDGE. The thrust areas presently are:

1. Building a modern and efficient infrastructure ensuring greater competitiveenvironment

2. With equal opportunities and level playing field for all stakeholders.3. Strengthening research and development for manufacturing, value added

services.

4. Efficient and transparent spectrum management5. To accelerate broadband penetration6. Universal service to all uncovered areas including rural areas.7. Enabling Indian telecom companies to become global players.

Recent things to watch in Indian telecom sector are:


17/92

CSREM Page | 17

1. 3G and BWA auctions2. MVNO3. Mobile Number Portability4. New Policy for Value Added Services5. Market dynamics once the recently licensed new telecom operators start

rolling out Services.

6. Increased thrust on telecom equipment manufacturing and exports.7. Reduction in Mobile Termination Charges as the cost per line has

substantially reduced

8. Due to technological advancement and increase in traffic.

India's telecom sector has shown massive upsurge in the recent years in all respects

of industrial growth. From the status of state monopoly with very limited growth, it

has grown in to the level of an industry. Telephone, whether fixed landline or

mobile, is an essential necessity for the people of India. This changing phase waspossible with the economic development that followed the process of structuring

the economy in the capitalistic pattern.

Removal of restrictions on foreign capital investment and industrial de-licensing

resulted in fast growth of this sector. At present the country's telecom industry has

achieved a growth rate of 14 per cent. Till 2000, though cellular phone companies

were present, fixed landlines were popular in most parts of the country, with

government of India setting up the Telecom Regulatory Authority of India, and

measures to allow new players country, the featured products in the segment came

in to prominence.


18/92

CSREM Page | 18

Today the industry offers services such as fixed landlines, WLL, GSM mobiles,

CDMA and IP services to customers. Increasing competition among players

allowed the prices drastically down by making the mobile facility accessible to the

urban middle class population, and to a great extends in the rural areas. Even for

small shopkeepers and factory workers a phone connection is not an unreachable

luxury. Major players in the sector are BSNL, MTNL, Reliance, Bharti

Teleservices, Vodafone Essar, BPL, Tata, Idea, etc. With the growth of telecom

services, telecom equipment and accessories manufacturing has also grown in a big

way.

Indian Telecom sector, like any other industrial sector in the country, has gone

through many phases of growth and diversification. Starting from telegraphic and

telephonic systems in the 19th century, the field of telephonic communication has

now expanded to make use of advanced technologies like GSM, CDMA, and WLL

to the great 3G Technology in mobile phones. Day by day, both the Public Playersand the Private Players are putting in their resources and efforts to improve the

telecommunication technology so as to give the maximum to their customers.

4.2 Global Scenario

World telecom industry is an uprising industry, proceeding towards a goal of

achieving two third of the world's telecom connections. Over the past few years

information and communications technology has changed in a dramatic manner

and as a result of that world telecom industry is going to be a booming industry.

Substantial economic growth and mounting population enable the rapid growth of

this industry.


19/92

CSREM Page | 19

The world telecommunications market is expected to rise at an 11 percent

compound annual growth rate at the end of year 2010. The leading telecom

companies like AT&T, Vodafone, Verizon, SBC Communications, Bell South,

Qwest Communications are trying to take the advantage of this growth. These

companies are working on telecommunication fields like broadband technologies,

EDGE(Enhanced Data rates for Global Evolution) technologies, LANWAN

internet, optical networking, voice over Internet protocol, wireless data service

etc.

4.3 Economical aspect of telecommunication industry

World telecom industry is taking a crucial part of world economy. The total

revenue earned from this industry is 3 percent of the gross world products and is

aiming at attaining more revenues. One statistical report reveals that

approximately 16.9% of the world population has access to the Internet.

4.4 Present market scenario of world telecom industry

Over the last couple of years, world telecommunication industry has been

consolidating by allowing private organizations the opportunities to run their

businesses with this industry. The Government monopolies are now being

privatized and consequently competition is developing. Among all, the domestic

and small business markets are the hardest. Until the 1980s the world

telecommunications systems had a simply administrative structure.

The United States telephone service was supplied by a regulated monopoly,

American Telephone and Telegraph (AT&T). Telegraph service was provided

mainly by the Western Union Corporation. In almost all other countries both


20/92

CSREM Page | 20

services were the monopolies of government agencies known as PTTs (for Post,

Telephone, and Telegraph). In the United States beginning in 1983, AT&T

agreed in a court settlement to divest itself of the local operating companies that

provided basic telephonic service. They remained regulated local monopolies,

grouped together into eight regional companies.

AT&T now offers long distance service in competition with half a dozen major

and many minor competitors while retaining ownership of a subsidiary that

produces telephonic equipment, computers and other electronic devices. During

the same period Great Britains national telephone company was sold to private

investors as was Japans NTT telephone monopoly.

For telegraphy and data transmission, Western Union was joined by other major

companies, while many multinational firms formed their own

telecommunications services that link offices scattered throughout the world.New technology also brought continuing changes in the providers of

telecommunication. Private companies such as Comsat in the United States were

organized to provide satellite communication links within the country.

Around the world we are witnessing remarkable changes to the telecoms

environment. After years of debate, structural separation is now taking place in

many parts of the world including Hong Kong, New Zealand, Singapore and

some European markets. Structural separation or at least full-blown operational

separation is required to advance the entire industry and to create new business

opportunities and innovations which will benefit our society, our economy and

ultimately our industry.


21/92

CSREM Page | 21

The focus is also shifting away from broadband to what it can actually achieve.

Next Generation Telecommunications better describes this new environment and

is essential for the emerging digital economy (4G). Important services that

depend on NGT include tele health, e-education, e- business, digital media, e-

government and environmental applications such as smart utility meters.

In order to meet this burgeoning consumer demand for NGT applications, we are

seeing increasing investment in All-IP Next Generation Networks and fiber

networks. A proper inventory of national infrastructure assets is required if we

want to establish an efficient and economically viable national broadband

structure for these services.

In the developing markets, next generations telecoms will take the form of

wireless NGNs (i.e., LTE/WiMAX). These are some of the elements of the

broader ICT revolution that is unfolding before our very eyes. We are right in the

midst of the transition from old communications structures (mainly one-waystreets) to new structures that are fully-interactive and video-based.

One of the drivers behind the industry changes are the declining revenues

experienced by the telcos in their traditional markets. Over the past 10 years or

so, fixed-line operators have been affected by deregulation, a severe industry

downturn, declining prices and major inroads by mobile services. In addition,

people are drifting to other forms of communication, such as email, online chat,

and mobile text messaging instead of the traditional phone. This has also led to

an increased need for bandwidth, which in turn has revived the submarine cable

sector. In recent times there have been many cable build-out announcements

around the world, and some major systems are again being constructed. Over 25


22/92

CSREM Page | 22

systems are expected to be built over the next two to three years and network

upgrades are also on the agenda for some existing systems.

It is clear that the mobile industry is also undergoing profound changes. The

saturated developed markets are forcing the industry to find new revenue streams

and we are now seeing other organizations such as media companies, content

providers, Internet media companies and private equity companies becoming

involved in this market.

For the time being however, voice will remain the killer application for mobile

with some data services included as support services and niche market services.

4G (ie, WiMAX/LTE) is the real solution for mobile data and by 2015 it is

expected that the majority of mobile revenues will come from data.

With the Internet economy, digital media and other telecommunications activities

becoming further established, the need for modern and efficient infrastructure isbecoming more critical.


23/92

CSREM Page | 23

5. COMPANY PROFILE

5.1 AIRTEL

Bharti Airtel is one of Asias leading providers of telecommunication services

with presence in all the 22 licensed jurisdictions (also known as Telecom Circles)

in India, and in SriLanka. We served an aggregate of 96,649,487 customers as of

March 31, 2009, of whom 93,923,248 subscribe to our GSM services

and 2,726,239 use our Telemedia Services either for voice and/or broadband access

delivered through DSL.

The company is the largest wireless service provider in the country, based on the

number of subscribers as of March 31, 2009. Airtel also offers an integrated suite

of telecom solutions to our enterprise customers, in addition to providing long

distance connectivity both nationally and internationally. The company

has recently forayed into media by launching our DTH and IPTV Services.

All these services are rendered under a unified brand Airtel. The company also

deploys, owns and manages passive infrastructure pertaining to telecom

operations under its subsidiary Bharti Infratel Limited.


24/92

CSREM Page | 24

5.2 IDEA

Idea Cellular Limited is a publicly listed company, having listed on BSE and NSE

in March 2007. It has licenses and spectrum to operate in all 22 service areas of

India, with commercial operations currently in all service areas. With a customer

base of 43 million as on March 31st, 2009,the footprint currently

covers approximately 80% of Indias potential telecom market.

IDEA was the first company in India to commercially launch next generation

EDGE technology in Delhi in 2003. It has been a leader in the introduction of

value added services. From basic voice and SMS services to offering high end

VAS such as Mobile TV, Games etc, IDEA is seen as an innovative, customer

focused brand. IDEA has received international recognition for its path-breaking

innovations when it won the GSM Association Award for Best Billing andCustomer Care Solution for 2 consecutive years.

IDEA Tariff plans are customer friendly and cater to unique needs of different

segments. IDEA Womens Card caters to the special needs of the women on

move, and Youth Card covers emerging youth segment. IDEA My Gang the

widely popular closed user group product recently bagged the prestigious Golden

Peacock Award 2008 under the Most Innovative Product category at the 19th

World Congress on Total Quality. IDEA Cellular is part of the

Aditya Birla Group, Indias first truly multinational corporation. The Group is

anchored by an extraordinary force of over 125,000 employees, belonging

to 25 different nationalities, and is in the League of Fortune 500 companies.


25/92

CSREM Page | 25

5.3 RELIANCE

Reliance Telecom Limited (RTL) is a wholly-owned subsidiary of the Reliance

Communication Limited, a member of Reliance ADA Group. Reliance ADA

Groups flagship company. Reliance Telecom Limited (RTL) began operations in

1997-98. It provides GSM based Mobility services, Value Added Services &

Applications in 8 telecom circles covering 15 Indian states.

RTL has undertaken a major expansion and increased its coverage to 6,300 towns.

This has enabled RTL to significantly scale up subscriber base to 11.5 million as of

March 31, 2009. RTL is in the process of further expanding its coverage to 12,000

towns under its licensed areas.

RTLs Business has been further strengthened and complimented by its parent

companys GSM expansion to remaining 14 Circles across various

Indian states. Parent Companys rapid and successful ramp up in GSM based

Mobile services has provided an added advantage to RTL of a bigger

in-house ecosystem.


26/92

CSREM Page | 26

5.4 VODAFONE

Vodafone Essar is the Indian subsidiary of Vodafone Group and commenced

operations in 1994 when its predecessor Hutchison Telecom acquired

the cellular license for Mumbai. The company now has operationsacross the country with 68.76 million customers (as of March 31, 2009). Over the

years, Vodafone Essar, under the Hutch brand, has been named the Most

Respected Telecom Company, the Best Mobile Service in the country and the

Most Creative and Most Effective Advertiser of the Year.

Vodafone is the worlds leading international mobile communications

company. It currently has equity interests in 27 countries across 5 continents and

more than 40 partner networks with over 289 million proportionate

customers Worldwide. The Essar Group is Vodafones principal partner

in India.


27/92

CSREM Page | 27

5.5 TTSL

Tata Teleservices Limited (TTSL) is part of the Tata Group of Companies, an

Indian Conglomerate. It runs the brand name Tata Indicom in India in various

telecom circles of India.The company forms part of the Tata Groups presence in

the Telecommunication Industry in India, along with Tata Teleservices

(Maharashtra) Limited (TTML) and VSNL.

TTSL was incorporated in 1995 and was the first company to offer CDMA Mobile

services in India, specifically in the state of Andhra Pradesh. In December 2002,

the company acquired the erstwhile Hughes Telecom (India) Ltd. which was

renamed Tata Teleservices (Maharashtra) Limited.In September 2007, Tata

Indicom launched the Talk World plan, an International Long Distance Plan.Tata is

the direct competitor with Reliance, both CDMA operators in India. The company

provides unified telecommunication solutions including mobile, fixed wireless,

fixed line and broadband. Other competitors are Vodafone, Airtel, Aircel, Idea,

MTNL, and BSNL providing GSM based mobile telephony. The company was

first in India to provide free intra network calling within city limits. They

Launched a unique scheme providing lifetime rental free connectivity on its mobile

and fixed Wireless for a onetime charge.

Tata Teleservices is part of the INR Rs. 119000 Crore (US$ 29 billion) Tata

Group, that has over 87 companies, over 250,000 employees and more than 2.8

million shareholders. Tata Teleservices spearheads the Groups presence in the


28/92

CSREM Page | 28

telecom sector. Incorporated in 1996, Tata Teleservices was the first to launch

CDMA mobile services in India with the Andhra Pradesh circle.

5.5.1 Tata Teleservices Limited (TTSL)

Tata Teleservices Limited (TTSL) is a part of the Tata Group of companies based

in Navi Mumbai, an Indian conglomerate. It operates under the brand name Tata

Indicom in various telecom circles of India. In Nov 2008, Japanese telecom

giant NTT Docomo picked up a 26 per cent equity stake in Tata Teleservices for

about Rs 13,070 crore ($2.7 billion) or an enterprise value of Rs 50,269 crore

($10.38 billion). In Feb 2008, TTSL announced that it would provide CDMA

mobile services targeted towards the youth, in association with the Virgin

Group on a Franchisee model basis.

Tata Teleservices Limited spearheads the Tata Group's presence in the telecom

sector. The Tata Group had revenues of around US $75 billion in financial year

2008-09, and includes over 90 companies, over 350,000 employees worldwide and

more than 3.5 million shareholders.

Type: private company

Industry: telecommunication

Founded: 1996

Headquarter: Navi Mumbai indiaKey people:

Chairperson: Mr. Rattan Tata

MD: Anil Kumar Sardana

Product:

Wireless, television, internet, telephone

Division: Tata Indicom, Tata Docomo,

Vergin mobileWebsite: Tatateleservice.com

1996: 1st Andhra Pradesh


29/92

CSREM Page | 29

Incorporated in 1996, Tata Teleservices Limited is the pioneer of the CDMA 1x

technology platform in India. It has embarked on a growth path since the

acquisition of Hughes Tele.com (India) Ltd [renamed Tata Teleservices

(Maharashtra) Limited] by the Tata Group in 2002. It launched mobile operations

in January 2005 under the brand Tata Indicom and today enjoys a pan-India

presence through existing operations in all of India's 22 telecom Circles. The

company is also the market leader in the fixed wireless telephony market with its

brand Walky. The company has recently introduced the brand Photon to provide a

variety of options for wireless mobile broadband access. The company's network

has been rated as the 'Least Congested' in India for last five consecutive quarters by

the Telecom Regulatory Authority of India through independent surveys.

Tata Teleservices Limited now also has a presence in the GSM space, through its

joint venture with NTT DOCOMO of Japan, and offers differentiated products and

services under the TATA DOCOMO brand name. TATA DOCOMO arises out ofthe Tata Group's strategic alliance with Japanese telecom major NTT DOCOMO in

November 2008. TATA DOCOMO has received a pan-India license to operate

GSM telecom services-and has also been allotted spectrum in 18 telecom Circles.

The company has rolled out GSM services in 14 of India's 22 telecom Circles in a

quick span of under six months. The company plans to launch pan-India operations

by the end of FY 2009-10.

TATA DOCOMO marks a significant milestone in the Indian telecom landscape,

and has already redefined the very face of telecoms in India, being the first to

pioneer the per-second tariff option-part of its 'Pay for What You Use' pricing

paradigm. Tokyo-based NTT DOCOMO is one of the world's leading mobile

operators-in the Japanese market, the company is the clear market leader, used by

over 50 per cent of the country's mobile phone users.


30/92

CSREM Page | 30

Today, Tata Teleservices Limited, along with Tata Teleservices (Maharashtra)

Limited, serves over 58 million customers in more than 410,000 towns and villages

across the country, with a bouquet of telephony services encompassing mobile

services, wireless desktop phones, public booth telephony, wireline services and

enterprise solutions.

In December 2008, Tata Teleservices Limited announced a unique reverse equity

swap strategic agreement between its telecom tower subsidiary, Wireless TT Info-

Services Limited, and Quippo Telecom Infrastructure Limited-with the combined

entity kicking off operations in early 2009 with 18,000 towers, thereby becoming

the largest independent entity in this space-and with the highest tenancy ratios in

the industry. The WTTIL-Quippo combine is targeting over 50,000 towers by the

end of FY 2010-11.

5.5.2 Tata Teleservices provides mobile services under 3 Brand names:

Tata Indicom (CDMA Mobile operator)

Tata DoCoMo (GSM Mobile operator) November 2008 Tata Teleservices (74%) NTT DoCoMo (26%)

Virgin Mobile (CDMA Mobile operator) Virgin Group (50%) Tata Teleservices (50%)

Virgin Mobile (GSM Mobile operator)


31/92

CSREM Page | 31

Tata photon5.5.3 Area of operation

Andhra Pradesh, Chennai, Gujarat, J & K, Karnataka, Delhi, Maharashtra, Mumbai,

North East, Tamil Nadu, Orissa, Bihar, Rajasthan, Punjab, Haryana, Himachal Pradesh,

Uttar Pradesh (E), Uttar Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West

Bengal.

Partner

Motorola, Ericsson, Lucent and ECI Telecom

The Tata Indicom brand is endorsed by bollywood actress Kajol &

cricketers Irfan Pathan and Yousuf Pathan.

5.5.4 Product and service detail

Tata Teleservices bouquet of telephony services includes Mobile services,

Wireless Desktop Phones, Public Booth Telephony and Wireline services.Other services include value added services like voice portal, roaming, post-paid

Internet services, 3-way conferencing, group calling, Wi-Fi Internet, USB

Modem, data cards, calling card services and enterprise services. Some of the

other products launched by the company include prepaid wireless desktop

phones, public phone booths, new mobile handsets and new voice & data

services such as BREW games, Voice Portal, picture messaging, polyphonic

ring tones, interactive applications like news, cricket, astrology, etc.


32/92

CSREM Page | 32

5.6 BSNL

Bharat Sanchar Nigam Limited (known as BSNL) is a public sector company in

India. It is the India's largest telecommunication company with 25.14% market

share as on December 31,2007. Its headquarters are at Bharat Sanchar Bhawan,

Harish Chandra Mathur Lane, Janpath,New Delhi. It has the status of Mini-ratna -

a status assigned to reputed Public Sector Units in India. BSNL is India's oldest

and largest Communication Service Provider (CSP). Currently BSNL has a

customer base of 68.5 million (Basic & Mobile telephony). It has footprints

throughout India except the metropolitan cities of Mumbai and New Delhi, which

are managed by MTNL. As on December 31, 2008 BSNL commanded a customerbase of 31.7 million Wire line, 4.1 million CDMA-WLL and 32.7 million GSM

Mobile subscribers. BSNL's earnings for the Financial Year ending March 31,

2009 stood at INR 397.15b (US$ 9.67 b) with net profit of INR 78.06b (US$ 1.90

billion).

BSNL formed in October 2000, is World's 7th largest Telecommunications

Company providing comprehensive range of telecom services in India. BSNL has

installed Quality Telecom Network in the country and now focusing on improving

it, expanding the network, introducing new telecom services with ICT applications

in villages and wining customer's confidence. Today, it has about 47.3 million line

basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM Capacity,

more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations, 480196 Rkm


33/92

CSREM Page | 33

of OFC Cable, 63730 Rkm of Microwave Network connecting 602 Districts, 7330

cities/towns and 5.5 Lac villages.

BSNL is the only service provider, making focused efforts and planned initiatives

to bridge the Rural-Urban Divided ICT sector. Whether it is inaccessible areas of

Siachen glacier and Northeastern region of the country. BSNL serves its customers

with its wide bouquet of telecom services. BSNL cellular service, CellOne, has

more than 17.8 million cellular customers, garnering 24 percent of all mobile users

as its subscribers. That means that almost every fourth mobile user in the country

has a BSNL connection. In basic services, BSNL is miles ahead of its rivals, with

35.1 million Basic Phone subscribers i.e. 85 per cent share of the subscriber base

and 92 percent share in revenue terms.


34/92

CSREM Page | 34

6. Terminology6.1 Brand selection

The research study tiltled factors affecting the brand decision in the mobile phone

industry in Asia by Liu 2002.This study found that the choice of a cellular phone

is characterized by two attitudes to brands : attitude towards the mobile phone

brand on one hand and attitude towards the network on the other. While price and

regularity of service were found to dominate choice between network providers,

choices between mobile phone brands were affected by new technology features

such as memory capacity and SMS options, more than size. The brand will

actually be not towards smaller phones but towards phones with better capability

and larger screen.

6.2 Consumer satisfaction

This study is conducted by TRAI. It assesses the satisfaction level of consumers

encompassing quality of technical service, quality and operational aspects of

gadgets and social /psychological costs due to unsolicited promotional calls /SMS.

The analysis in this report shows that the consumption behavior of the mobile

phone users in Delhi and covers the aspects like usage pattern of the mobile phone

services, assessment of the level of satisfaction, preference for various attributes

and functionalities of gadgets .

6.3 Consumer behavior

The titled named consumer buying behavior by Martin Tina; Sam Manaberi

[2005] discussed the industrial purchasing stands for more than half of the whole

economic activity in industrialized countries. Therefore it is important to


35/92

CSREM Page | 35

understand how industries perform buying activities. The telecommunication

industry is a fast growing industry and therefore interesting to investigate. The

purpose of this study was to investigate the characteristics of industrial buying

behavior in the telecommunication industry. The purpose has been further

developed in forms of research questions dealing with the buying process, buying

center and choice criteria. A case study was made with a customer, to the telecom

supplier Ericsson, from the company HI3G Access, also known as 3. A highly

topical company in the third generation telecom networks with Ericsson as one of

their primary suppliers. The conducted telephone interview indicates a swift

buying process, influenced by word of mouth. Additional findings involve a small

buying center, which is mainly controlled by the technical and procurement staff

and the importance of price as selection criteria as the product is becoming a

commodity.

The article named consumer buying behavior in mobile phone market in Finlandby EMAC conference, Track: New Technologies and E Marketing. The survey

conducted with 397 consumers and looked at their motives to purchase new mobile

phones on one hand and factors affecting operator choice on the other. The results

indicate that while price and properties

Were the most influential factors affecting the purchase of a new mobile phone,

price, audibility and friends operator were regarded as the most important in the

choice of the mobile phone operator. This paper concludes with a discussion of

contributions and purposes ideas for future studies in this under researched area.

6.4 Customer buying behavior

The project study titled customer buying behavior of mobile phone brands by

Riquelme (2001. She conducted an experiment with 94 consumers to identify the


36/92

CSREM Page | 36

amount of self knowledge consumers have when choosing between mobile phone

brands. The study was build upon six key attributes like telephone features,

connection fee , access cost , mobile to mobile phone rates call rates and free calls

related to mobile phone purchasing respondents had to importance rate. The

research shows that consumers with prior experience about a product can predict

their choices relatively well but customers tended to overestimate the importance

of features, call rates, and free call and underestimates the importance of a monthly

access fee, mobile to mobile phones rates and the connection fee.

6.5 Customer loyalty

The term customer loyalty is used to describe the behavior of repeat customers, as

well as those that offer good ratings, reviews, or testimonials. Some customers do a

particular company a great service by offering favorable word of mouth publicity

regarding a product, telling friends and family, thus adding them to the number of

loyal customers.

6.5.1 Ten ways to build customer loyalty

1. Communicate: - Whether it is an email newsletter, monthly flier, a reminder

card for a tune up, or a holiday greeting card, reach out to the customers.

2. Customer Service : - Go the extra distance and meet customer needs. Train the

staff to do the same. Customers remember being treated well.

3. Employee Loyalty : - Loyalty works from the top down. If managers are loyal

to the employees, they will feel positively about their jobs and pass that loyalty

along to customers.

4. Employee Training: - Train the employees and interact with customers.

Empower employees to make decisions that benefit the customer.

5. Customer Incentives : - Give customers a reason to return to business.


37/92

CSREM Page | 37

6. Product Awareness : - Know what y steady patrons purchase and keep those

items in stock.

7. Reliability: - If a purchase will arrive on Wednesday, deliver it on Wednesday.

Be reliable. If something goes wrong, let customers know immediately and

compensate them for their inconvenience.

8. Be Flexible : - Try to solve customer problems or complaints to the best of

ability.

9.People over Technology : - The harder it is for a customer to speak to a human

being when he or she has a problem, the less likely it is that you will see that

customer again.

10. Know Their Names : - Remember the theme song to the television show

Cheers? Get to know the names of regular customers or at least recognize their

faces.

6.5.2 Customer loyalty modelThis model is developed by Schelsinger and Heskett (1991). In this model explains

that effort spent in selecting and training employees and creating a corporate

culture in which they are empowered can lead to increased employee satisfaction

and employee competence. This will likely result in superior service delivery and

customer satisfaction. This in turn will create customer loyalty, improved sales

levels and higher profit margins.

Essentials of customer care

1) Encourage employees to deliver high-quality customer care .

Make sure employees have good basic communication skills. Train employees in job-specific skills. Train all relevant personnel how to answer and deal with telephone calls. Make sure employees can handle complaints effectively.


38/92

CSREM Page | 38

They should apologise, be sympathetic, listen, establish the facts, agree whatto do and then do it

2) Think of ways to make life easier for customer s.

Try to save the customer inconvenience. Exceed your customers expectations. Keep customers informed about any problems, and make it easy for them to

contact

Use your website to give customers the services and information they want.3) Use appropriate technology .

A good database system can help you record, organise and plan your contactwith customers.

Make sure information from your website can be transferred to your maindatabase.

Contact management software may be a useful tool if you have a lot of high-value customer accounts.

Company will need to explain the advantages of the system to employees,and provide training and incentives for use.

4) Give customers a personalized service .

A common way to achieve this is by giving each customer an accountmanager.

Personalize all communication. Personalize the email addresses of customer-facing employees If use computerized telephone systems, give customers the option of talking

to an operator at any time.

6.5.3 Customer retention


39/92

CSREM Page | 39

Customer Retentionis the activity that a selling organization undertakes in order to

reduce customer defections. Successful customer retention starts with the first

contact an organization has with a customer and continues throughout the entire

lifetime of a relationship. A companys ability to attract and retain new customers,

is not only related to its product or services, but strongly related to the way it

services its existing customers and the reputation it creates within and across the

marketplace.

6.5.4 Customer retention rate

The customer retention rate refers to the number of customers lost over a period of

time. It is normally calculated by the percentage of lost customers versus existing

customers over a quarterly or annual period, without tallying new customer

acquisitions.

6.5.5 Customer life time valueCustomer lifetime value enable an organization to calculate the net present value of

the profit an organization will realize on a customer over a given period of time.

Retention Rate is the percentage of the total number of customers retained in

context to the customers that approached for cancellation.

6.5.6 Customer perception

Perception is the process of selecting, organizing and interpretinginformation inputs to produce meaning. IE we chose what info we pay

attention to, organize it and interpret it.

Information inputs are the sensations received through sight, taste, hearing,smell and touch.


40/92

CSREM Page | 40

Selective Exposure

select inputs to be exposed to our awareness. More likely if it is linkedto anevent, satisfies current needs, intensity of input changes (sharp price drop).

Selective Distortion -Changing/twisting current received information,inconsistent withbeliefs.

Selective Retention -Remember inputs that support beliefs, forgets those thatdon't.


41/92

CSREM Page | 41

7. TELECOM REGULATORY AUTHORITY OF INDIA

National Telecom Policy (NTP) 1994 was the first attempt to give a

comprehensive roadmap for the Indian telecommunications sector. In 1997,

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

act as a regulator to facilitate the growth of the telecom sector. New National

Telecom Policy was adopted in 1999 and cellular services were launched in the

same year

Mission

To ensure that the interest of consumer is protected and at the same time

encourage the development of telecommunications, broadcasting and cable

services in a manner and at a pace which will enable India to play a leading role

in the emerging global information society.


42/92

CSREM Page | 42

7.1 Role of TRAI

One of the main objectives of TRAI is to provide a fair and transparent policy

environment which promotes a level playing field and facilities fair competition.

TRAI has issued from time to time a large number of regulations, orders and

directives to deal with the issues coming before. These regulations cover a wide

range of subjects including tariff, interconnection and quality of services etc.

7.2 Functions of TRAI

Need and timing for introduction of new service provider Terms and condition of

license to a service provider Technological improvement in services by service

provider Maintain inter-connect agreement register Levy fees and other chargesas determined by regulations Measures for technological development Measures

to facilitate competition and promote efficiency in the operation to facilitate

growth in industry

The Telecommunications Regulatory Authority of India or TRAI (established

1997) is the independent regulator established by the Government of India to

regulate the telecommunications business in India.

7.3 Responsibilities

Notwithstanding anything contained in the Indian Telegraph Act, 1885, the

functions of the Authority shall be to:


43/92

CSREM Page | 43

1. make recommendations, either suo motu or on a request from thelicensor, on the following matters, namely:

a) need and timing for introduction of new service providerb) terms and conditions of license to a service providerc) revocation of license for non-compliance for terms and conditions of license

2. discharge the following functions, namely

a) ensure compliance of terms and conditions of licenseb) notwithstanding anything contained in the terms and conditions of thelicense granted before the commencement of the Telecom Regulatory Authority

(Amendment) Ordinance,2000, fix the terms and conditions of inter-connectivity

between the service providers

3. Levy fees and other charges at such rates and in respect of such servicesas may be determined by regulations.

4. perform such other functions including such administrative andfinancial functions as may be entrusted to it by the Central Government

or as may be necessary to carry out the provisions of thisAct


44/92

CSREM Page | 44

7.4 NEW TELECOM POLICY-1999

Availability of affordable and effective communications for the citizens.

To achieve a Tele density of 7 by the year 2005 and 15 by the year 2010, toimprove rural Tele density from the level of 0.4 to 4 by the year 2010.

Create a modern, efficient and world class Telecommunications infrastructuretaking into account the convergence of IT, Media, Telecom and Consumer

Electronics.

Convert Public Call Offices (PCOs) into Public Tele-info Centers having multi-media capability like ISDN Services, Remote Database Access, Government and

Community Information Systems etc.Transform in a time-bound manner, the Telecommunications Sector to a greater

competitive environment in both urban and rural areas providing equal

opportunities and level playing field for all players

Strengthen Research and Development efforts in the country and provide anImpetus to build world class manufacturing capabilities

Protect Defence and Security interest of the country Enable Indian Telecom Companies to become truly Global Players.This Policy frame work focuses on creating an environment, which enables

continued attraction of investment in the sector and allows creation of

Telecommunications infrastructure by leveraging on Technological

developments.


45/92

CSREM Page | 45

The New Telecom Policy frame work looks at the Telecom Service Sector as

follows:

Global Mobile Personal Communication by Satellite (GMPCS) ServiceProviders.

VSAT Based Service Providers.Other Service Providers

7.5 DISPUTE RESOLUTION IN TELECOM SECTOR

With a view to provide a level playing field in a competitive environment, the

Government of India in 1997 established a statutory and autonomous regulator

viz, The Telecom Regulatory Authority of India (TRAI) under the TRAI Act1997. With a view to further strengthen the regulator the TRAI Act, 1997 was

amended in the year 2000 and a separate body viz., The Telecom Dispute

Settlement and Appellate Tribunal (TDSAT) was constituted for resolution of

Disputes in Telecom Sector.

7.6 FUNCTIONS OF TDSAT

The TDSAT is empowered to adjudicate any dispute between:

Licensor and a Licensee. Two or more Service Providers. A Service Provider and a Group of Consumers.


46/92

CSREM Page | 46

The Appellate Tribunal shall be guided by the Principles of natural justice and

have powers to regulate its own procedure.

The Appellate Tribunal has the same powers as are vested in a Civil Court, while

trying a Suit, in respect of following matters, viz.,

Summoning and enforcing the attendance of any person and examining himon oath.

Requiring the discovery and production of documents. Receiving evidence on Affidavits Requisitioning any public record or document or a copy of such record or document from any office Issuing commissions for the examination of the witnesses or Documents Reviewing its decisions Dismissing an application for default or deciding it, ex-parte. Setting aside any order of dismissal of any application for default or anyorder passed by it, ex-parte, and Any other matter which may be prescribed.


47/92

CSREM Page | 47

8. THE TECHNOLOGY

Mobile personal communication systems use microwave frequencies above 800

MHz for transmission and reception. All service providers operate in some pre

allocated frequency bands according to international standards. For operating in

these microwave frequencies there are following access methods:

FDMA (Frequency Division Multiple Access) - FDMA puts each calls ona separate frequency.

TDMA (Time Division Multiple Access) - TDMA assigns each call acertain portion of time on a designated frequency.

CDMA ( Code Division Multiple Access) - CDMA gives a unique code toeach call and spears it over available frequencies.

GSM is a global standard based on TDMA. It is very popular in entire Europe,

Middle East and Asia while CDMA is the dominant technology in United States

and some parts of Asia. But how does it affect the ultimate consumer? For

understanding, further considerations may be helpful.


48/92

CSREM Page | 48

9. TYPES OF CELLULAR SERVICES

9.1 GSM-global system for mobile communications wherein the main operators

are Airtel, Aircel, Bsnl, MTNL, Idea, Vodafone, Reliance, MTS & Tata

9.2 What is GSM

Developed by Group Special Mobile (founded 1982) which was aninitiative of CEPT ( Conference of European Post and Telecommunication )

Global System for Mobile (GSM) is a second generation cellular standarddeveloped to cater voice services and data delivery using digital modulation.

9.2.1 GSM Services

1. Tele-services2. Bearer or Data Services3. Supplementary services1. Tele Services Telecommunication services that enable voice communication via mobilephones

Offered services Mobile telephony Emergency calling2. Bearer Services Short Message Service (SMS) -up to 160 character alphanumeric datatransmission to/from the mobile terminal.

Voice mailbox Electronic mail


49/92

CSREM Page | 49

3. Supplementary Services Call related services : Call Waiting- Notification of an incoming call while on the handset Call Hold- Put a caller on hold to take another call Call Barring- All calls, outgoing calls, or incoming calls Call Forwarding- Calls can be sent to various numbers defined by the user Multi Party Call Conferencing - Link multiple calls together

9.3 CDMA

CDMA-code division multiple access wherein predominant players arereliance ,virgin mobile and Tata Teleservices

Code Division Multiple Access All users share the same frequency all the time To pick out the signal of specific user, this signal is modulated with a uniquecode sequence.


50/92

CSREM Page | 50

9.4 TYPES OF SERVICES WIRELESS OPERATORS

Broadly they give three types of services:

Voice either as postpaid or prepaid Net connect that is internet services Vas or value added services like mobile banking, caller ring bank tones etc.SOME COMMON TERMS IN TELECOM TRADE

Onnet calling Onnet intracircle calling Onnet intercircle calling Offnet calling Offnet intra circle calling Offnet inter circle calling


51/92

CSREM Page | 51

9.5 Mobile number portability (MNP)

It will be start from December 2010, it will help to customer by changing the

service provider by keeping same number.

9.6 GSM and CDMA

GSM CDMA

1. In case of GSM you can choose a

handset separately from a wide variety

available in the market. It should be

GSM 900/1800 compatible for use in

India. Then buy a prepaid or post-paid

SIM card Subscriber Identity Module

that contains user account information)

from any of the GSM Service

Providers like Airtel, Hutch, Idea,

MTNL, BSNL, Aircel, Spice etc. Justinsert this SIM into your handset and

start talking.

1. Handset is network locked. You buy

a package from the Service Provider

like Reliance or Tata Indicom that

includes a handset and a pre-paid or

post-paid plan. Earlier it was difficult

to change the handset and keep the

same number but now to change a

Reliance handset in future, you just

need a handset change card costing a

nominal amount- SIM enabledhandsets of Tata Indicom can be

Changed easily.

2. A very large range of handsets to

choose from as the big handset

companies like Nokia, Motorola,

SonyEricsson, LG, Samsung etc. are

marketing their products through

independent distribution and retail

network.

3. Choice of handsets is limited to the

models offered by the Service

Provider. Although both Reliance and

Tata have now a range of entry level,

mid-segment and features, rich

advance handsets available with them.

3. You can easily change the service

provider and continue with the same

3. You can't change service provider

and Continue with the same handset. It


52/92

CSREM Page | 52

handset could be technically possible but not

easy.

4. In GSM different frequencies are

used across different cells but that

does not mean that voice clarity is

necessarily compromised. Actually, it

depends upon the location and

network traffic too.

4. Voice clarity is supposed to be

better in CDMA network as it uses

same frequency across all cells.

5. EDGE (Enhanced Data Rates for

GSM Evolution) enabled GSM

networks are comparable in terms of

download speed. Please note an EDGE

enabled handset is also

5. Data Transfer Speed is traditionally

more in case of CDMA.

BREW(Binary Runtime Environment

for Wireless) technology which is

exclusive to CDMA networks enables

faster

equired data downloads

6. GSM service providers are better

networked globally to offer

international roaming. But you must

check for roaming call rates and

coverage in the regions or countries

where you visit frequently.

6. Check for International roaming tie-

ups if you travel abroad frequently.

Also, check for the coverage in the

region where you intend to use your

cell phone within India. Tata is soon

launching T-SIM to enable

international roaming with one world

one number concept

7. If you travel to other countries you

can even use your same GSM cell

phone abroad if it is a quad-band

7. CDMA phones that are not card-

enabled do not have this capability


53/92

CSREM Page | 53

phone

(850/900/1800/1900MHz).purchasing

a local SIM card with call value and a

local number in the country you are

visiting, you can make calls against

the card to save yourself international

roaming charges from your home

service provider

Age of the respondent

Table .1: Age of the respondent

Option Frequency Percent Valid Percent Cumulative Percent

15yrs- and Below 4 4.0 4.0 4.0

15 -18yrs 22 22.0 22.0 26.0

18-21yrs 37 37.0 37.0 63.0

21-24 yrs 26 26.0 26.0 89.0

24 yrs- and above 11 11.0 11.0 100.0

Total 100 100.0 100.0

Figure No.1: Age of the respondent


54/92

CSREM Page | 54

Inference: 37 respondents are from 18 -21yrs age group and 26 respondents are

from 21-24 age group.

Gender

Table No.2:Gender


Male 49 49.0 49.0 49.0

Female 51 51.0 51.0 100.0

Total 100 100.0 100.0

Figure No.2: Gender


55/92

CSREM Page | 55

Inference: Maximum respondent are female that is approximately 51% and 49%

are male respondent.

Educational qualification (pursuing)

Table No.3: Educational qualification (pursuing)


Intermediate /HSE/diploma 21 21.0 21.0 21.0

Degree course (BA,B.COM,B.SC,) 30 30.0 30.0 51.0

Engineering 24 24.0 24.0 75.0

MBA 19 19.0 19.0 94.0

Others 6 6.0 6.0 100.0


56/92

CSREM Page | 56

Total 100 100.0 100.0

Figure No.3: Educational qualification (pursuing)

Inference: Maximum respondent are from degree courses that is approximately

30%.24% respondent are from engineering student. Intermediate student are very

less that is 21% of the respondent.

How many mobile handsets do you use currently

Table No 4.How many mobile handset do you use currently


1 33 33.0 33.0 33.0

2 43 43.0 43.0 76.0

3 and more 24 24.0 24.0 100.0


57/92

CSREM Page | 57

Total 100 100.0 100.0

Figure No .4: How many mobile handset do you use currently

Inference: Maximum respondent told that they have 2 mobile handsets that are

approximately 43%. 33% are told that they have only 1 mobile hand set. But 24%

respondents are there, those are having 3 or more then 3 mobile handsets.


58/92

CSREM Page | 58

How many mobile numbers do you haveTable No 5.How many mobile number do you have


1 30 30.0 30.0 30.0

2 25 25.0 25.0 55.0

3 24 24.0 24.0 79.0

4 and above 21 21.0 21.0 100.0

Total 100 100.0 100.0

Figure No.5: How many mobile numbers do you have

Inference: Maximum respondent told that they have only 1 mobile number that is

approximately 30% of the respondent.25% and 24% respondent having 3 and 2


59/92

CSREM Page | 59

mobile number respectively. But 21% respondent are there, they are having 4 or

more then 4 mobile number.

Monthly pocket money you get

Table No. 6:Monthly pocket money you get


less than 1000 19 19.0 19.0 19.0

1000 1500 22 22.0 22.0 41.0

1500 2000 7 7.0 7.0 48.0

2000 - 2500 21 21.0 21.0 69.0

2500- 3000 8 8.0 8.0 77.0

More then 3000 23 23.0 23.0 100.0

Total 100 100.0 100.0

Figure No.6: Monthly pocket money you get


60/92

CSREM Page | 60

Inference: Maximum respondent are getting more then Rs.3000 for pocket money

that is approximately 23% of the respondent. But 22% and 21% of the respondent

are getting 1000-1500 and 2000-2500 respectively.


61/92

CSREM Page | 61

Your monthly expenditure on mobile

Table No 7.Your monthly expenditure on mobile


Rs200 Less 29 29.0 29.0 29.0

200-Rs500 28 28.0 28.0 57.0

500-Rs800 29 29.0 29.0 86.0

800-Above 14 14.0 14.0 100.0

Total 100 100.0 100.0

Figure No.7: Your monthly expenditure on mobile

Inference: 29 respondent having expenditure of less than Rs.200 and another 29

respondent is having expenditure of Rs.500-800.but very less respondent having

more than Rs.800 expenditure on mobile.


62/92

CSREM Page | 62


63/92

CSREM Page | 63

You are customer of which service provider

Table No. 8: You are customer of which service provider

Service provider No.

Airtel 81

Reliance 56

Vodafone 37

Tata 9

BSNL 38

Aircel 11

If other 4

Total 236

Figure No.8: You are customer of which service provider

Inference: Maximum respondent are using Airtel service that is 34% of the

respondent and in second Reliance is there 24% of the respondent. Vodafone and

BSNL having very less market, which is 37 and 38 respondent respectively. it is

clear that Airtel having very strong market in Ranchi that is 34% of the respondent.


64/92

CSREM Page | 64

Which service you use

Table No. 9: Which service you use

Figure No.9:Which service you use

Inference: Maximum respondent are using GSM service that is 62% .for CDMA

Tata and Reliance is there they have 38% share out of 100 respondents.

Respondent are also using CDMA service more frequently.


CDMA 38 38.0 38.0 38.0

GSM 62 62.0 62.0 100.0

Total 100 100.0 100.0


65/92

CSREM Page | 65

What type of connection do you use for your cell phone

Table No.10: What type of connection do you use for your cell phone


pre-paid 86 86.0 86.0 86.0

post-paid 14 14.0 14.0 100.0

Total 100 100.0 100.0

Figure No.10: What type of connection do you use for your cell phone

Inference: Maximum respondent are told that they are using pre paid connection

that is 86% of the respondent. Only few respondents are using post paid connection

that is 14%.


66/92

CSREM Page | 66

Are you using same service provider since you started using mobile phone

Table No.11: Are you using same service provider since you started using mobile

phone


yes 65 65.0 65.0 65.0

no 35 35.0 35.0 100.0

Total 100 100.0 100.0

Figure No.11: Are you using same service provider since you started using mobile

phone

Inference: Maximum respondent are told that they are using same service

provider since they started using mobile phone that is 65 respondents. Only 35

respondents told that they are changed the service provider.


67/92

CSREM Page | 67

How much time you have changed service provider till today

Table No 12: How many time you have changed service provider till today


1 23 23.0 23.0 23.0

2 33 33.0 33.0 56.0

3 19 19.0 19.0 75.0

4 and more 25 25.0 25.0 100.0

Total 100 100.0 100.0

Figure No.12: How much time you have changed service provider till today

Inference: Maximum respondents are told that they are changed 2 times till

today.23 respondent are told that they are changed only 1 time.

Why did you choose the service provider


68/92

CSREM Page | 68

Table No.13: Why did you choose the service provider


Less service charge 28 28.0 28.0 28.0

Large number of offers 23 23.0 23.0 51.0

Better network 38 38.0 38.0 89.0

If Any other 11 11.0 11.0 100.0

Total 100 100.0 100.0

Figure No.13: Why did you choose the service provider

Inference: Maximum respondent are told that we choose service provider

by seeing network that is 38% of the respondent.23% of the respondent are

told that they are selected service provider due to large number of offers. but

28% of the respondent are told that they are selected service by seeing less

service charge.


69/92

CSREM Page | 69

What are the key factors/reasons for your association with the cellular

service provider

Table No.14: What are the key factors/reasons for your association with the cellular

service provider


Awareness of the Service provider 25 25.0 25.0 25.0

Friends Recommended 29 29.0 29.0 54.0

Retailer Influenced 12 12.0 12.0 66.0

Advertisements Influenced 22 22.0 22.0 88.0

Market share of the service provider 8 8.0 8.0 96.0

Other reasons 4 4.0 4.0 100.0

Total 100 100.0 100.0

Figure No.14: What are the key factors/reasons for your association with the

cellular service provider

Inference: Maximum respondent are told that friends are the main reason for

association with the service provider that is 29% of the respondent .it means that

for purchasing of connection friends giving big role.25% of the respondent are

associated with the service provider due to awareness of the service provider.


70/92

CSREM Page | 70

Would you open to take service from a new service provider

Table No.15: Would you open to take service from a new service provider


yes 50 50.0 50.0 50.0

No 26 26.0 26.0 76.0

Does not know/ not sure 24 24.0 24.0 100.0

Figure No.15: Would you open to take service from a new service provider

Inference: Maximum respondent are told that they will take service from new

service provider that is 50% of the respondent. hallf of the respondent are agree to

take service from new service provider.26% of the respondent are not willing to

take service from new service provider.


71/92

CSREM Page | 71

If you get better offer than you will change the service provider

Table No.16: If you get better offer than you will change the service provider


yes 64 64.0 64.0 64.0

No 36 36.0 36.0 100.0

Total 100 100.0 100.0

Figure No.16: If you get better offer than you will change the service provider

Inference: Maximum respondent are told that they will change service provider, if

they will get better offer that is 64% of the respondent.36% of the respondent will

not agree to change the service.


72/92

CSREM Page | 72

How you know about the different offer provided by the company

Table No.17: How you know about the different offer provided by the company


Friends 22 22.0 22.0 22.0

TV 21 21.0 21.0 43.0

Billboard ,Poster 35 35.0 35.0 78.0

SMS of Service provider 22 22.0 22.0 100.0

Total 100 100.0 100.0

Figure No.17: How you know about the different offer provided by the company

Inference: Maximum respondent are known about the offer from the billboard and

poster that is 35% of the respondent. Friends and TV play equal role for awareness

of offer provided by the company, which is 22% respondent respectively.


73/92

CSREM Page | 73

Are you satisfied with current service provider overall service

Table No.18: Are you satisfied with current service provider overall service


Very Satisfied 15 15.0 15.0 15.0

Satisfied 45 45.0 45.0 60.0

Indifferent 18 18.0 18.0 78.0

Dissatisfied 12 12.0 12.0 90.0

Very dissatisfied 10 10.0 10.0 100.0

Total 100 100.0 100.0

Figure No.18: Are you satisfied with current service provider overall service

Inference: Maximum respondent are satisfied from the current service provider

that is 45% of the respondent.15% respondents are very satisfied and 18%

respondent are indifferent from the current service provider.


74/92

CSREM Page | 74

Network

Table No.19: Network


Tata indicom 21 21.0 21.0 21.0

Airtel 50 50.0 50.0 71.0

Aircel 8 8.0 8.0 79.0

BSNL 4 4.0 4.0 83.0

Rim 11 11.0 11.0 94.0

Smart 6 6.0 6.0 100.0

Total 100 100.0 100.0

Figure No.19: Network

Inference: Maximum respondent are told that airtel having better network as

compare to other that is 50% of the respondent.21% respondent are told that Tata

Indicom having good network.


75/92

CSREM Page | 75

Tariff

Table No.20: Tariff

Option Frequency Percent Valid Percent

Tata indicom 20 20.0 20.0

Airtel 17 17.0 17.0

Aircel 18 18.0 18.0

BSNL 11 11.0 11.0

Rim 19 19.0 19.0

Smart 15 15.0 15.0

Total 100 100.0 100.0

Figure No.20: Tariff


76/92

CSREM Page | 76

Inference: 20% of the respondent are told that Tata Indicom having good tariff

plan as compare to other. Only 11% respondents are told that BSNL provide good

tariff plan.

Voucher

Table No.21: Voucher


Tata indicom 21 21.0 21.0 21.0Airtel 11 11.0 11.0 32.0

Aircel 24 24.0 24.0 56.0

BSNL 8 8.0 8.0 64.0

Rim 21 21.0 21.0 85.0

Smart 15 15.0 15.0 100.0

Total 100 100.0 100.0

Figure No.21: Voucher


77/92

CSREM Page | 77

Inference: 24% of the respondent are told that Aircel having verity of vouchers

available. 21% respondent are told that Rim and Tata Indicom also providing

verity of voucher.


78/92

CSREM Page | 78

Offers

Table No 22. OffersOption Frequency Percent Valid Percent Cumulative Percent

Tata indicom 20 20.0 20.0 20.0

Airtel 4 4.0 4.0 24.0

Aircel 9 9.0 9.0 33.0

BSNL 20 20.0 20.0 53.0

Rim 26 26.0 26.0 79.0

Smart 21 21.0 21.0 100.0

Total 100 100.0 100.0

Figure No.22: Offers

Inference: 26% of the respondents are told that Rim providing better offer as

compare to other service provider. Smart, Aircel, BSNL are also providing better

offer that is approximately 20% respondents in each service provider.


79/92

CSREM Page | 79

Table No.23: Age of the respondent * how many mobile hanset you have

Cross tabulation

how many mobile handset you have Total

1 2 3 and more

age of the respondent 15yrs- and Below 3 1 0 4

15 -18yrs 7 13 2 22

18-21yrs 15 13 9 37

21-24 yrs 6 10 10 26

24 yrs- and above 2 6 3 11

Total 33 43 24 100

Figure No.23: Age of the respondent * how many mobile hanset you have

Cross tabulation

Inference: Those respondents are using more than 3 mobile handset, are age

groups from 21-24yrs.


80/92

CSREM Page | 80

Table No.24 :Would you open to take service from a new service provider? *

Are you satisfied with current service provider overall service? Cross

tabulation

Are you satisfied with current service provider overall service? Total

Very Satisfied Satisfied Indifferent Dissatisfied Verydissatisfied

Would you open to take

service from a new service

provider?

yes 4 31 4 7 4 50

no 8 7 5 3 3 26

Does notknow/ notsure

3 7 9 2 3 24

Total 15 45 18 12 10 100

Figure No.24:Would you open to take service from a new service provider? * Are

you satisfied with current service provider overall service? Cross tabulation

Inference: Main finding is that, those are satisfied from the current service

provider, still want to take service from new service provider.31 respondent are In

this category.


81/92

CSREM Page | 81

Table No.25:Educational qualification (pursuing) * How many mobile

number do you have Cross tabulation

How many mobile number do you have Total

1 2 3 4 and above

Educational

qualification

(pursuing)

Intermediate /HSE/diploma 13 5 0 3 21

Degree course (BA,B.COM,B.SC,) 9 9 11 1 30

Engineering 5 9 5 5 24

MBA 0 2 8 9 19

Others 3 0 0 3 6

Total 30 25 24 21 100

Figure No.25:

Educational qualification (pursuing) * How many mobile number doyou have Cross tabulation

Inference: Those respondents are doing degree course among them, they are

using 3 mobile handset that is maximum (11 respondent).none of the MBA student

having only 1 mobile handset and they are using more than 1 handset.


82/92

CSREM Page | 82

Table No.26 :How many time you have changed service provider till today *

Why did you choose the service provider? Cross tabulation

Why did you choose the service provider? Total

Less service charge Large number of offers Better network If Anyother

How many time

you have

changed service

provider till

today

1 9 4 10 0 23

2 12 6 14 1 33

3 4 4 4 7 19

4 andmore

3 9 10 3 25

Total 28 23 38 11 100

Figure No.26:How many time you have changed service provider till today * Whydid you choose the service provider? Cross tabulation

Inference: Those respondents are chosen service provider due to better network,

they are changed service provider 2 times and 14 respondents are in this category.


83/92

CSREM Page | 83

Table No.27:pocket money you get * Your monthly expenditure on mobile Cross

tabulation

Your monthly expenditure on mobile Total

Rs200 Less 200-Rs500 500-Rs800 800-Above

pocket money you get less than 1000 12 7 0 0 19

1000 1500 10 6 6 0 22

1500 2000 3 1 2 1 7

2000 - 2500 0 14 7 0 21

2500- 3000 0 0 6 2 8

More then 3000 4 0 8 11 23Total 29 28 29 14 100

Figure No.27:pocket money you get * Your monthly expenditure on mobile Cross

tabulation


84/92

CSREM Page | 84

Inference: Those respondents are getting less pocket money their expenditure is also less

that is less then Rs.200.12 respondent are there in this category.

10. Findings

Maximum people are using Airtel service. Maximum respondent are told thatAirtel having better network as compare to other that is 50% of the

respondent.

Respondent are not loyal their service provider brand, they are takingconnection from different service provider mainly for network, tariff plan.

MBA student are having more than 2 connections from different company, itshows that highly educated people are not loyal to its brand.

Maximum respondent are told that they are using pre paid connection that is86% of the respondent. Only few respondents are using post paid connection

that is 14%.

50% respondents told that they will take service from new service provider. Maximum respondent (45%) providers are satisfied from the current service

provider.

38% respondents told that we choose service provider by seeing networkconnectivity.

Those respondents are using more than 3 mobile handset, are age groupsfrom 21-24yrs.


85/92

CSREM Page | 85

Maximum respondent told that they are using same service provider sincethey started using mobile phone that is 65 respondents.


86/92

CSREM Page | 86

11. CONCLUSION

From the above research we can conclude that the satisfaction level of the useris depend on the kind of services provided by the service providers.

The services expected by the subscribers are more or less dependent upon theage group, gender and the occupation to which they belong.

From the survey it was inferred that overall experience of respondent is

dependent on the service provider.

With the increasing competition mobile service operator can differentiate it onthe basis of value added services and additional offers provided by them, so that

they can retain their existing customer and can attract new potential customers.

Customers are loyal to some specific brand like Airtel.


87/92

CSREM Page | 87

12. SUGGESTIONS

Individuals irrespective of age, income, occupation and gender tend togreatly rely on the services provided, which forms a lasting image in the

mind of the customers which influences their preferences. Hence the prime

focus must be on improving the quality of services provided by o