Airtel Summer Project (3)

8/8/2019 Airtel Summer Project (3)

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A

PROJECT REPORT

ON

“AN ANALYTICAL STUDY OF TELECOM MARKET

WITH SPECIAL REFERENCE TO IDEA

AT RAIPUR ”

FOR

ADITYA BIRLA GROUP.

Submitted for the partial fulfillment of the requirement for the

award of the degree of Master of Business Administration.

(MBA)

Guided by :- Submitted by :-

MR.VINOD NAIR ATUL SHRIVASTAVA

2008-2010

RAIPUR (C.G.)

Executive Summary

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The basic concept of my project “An Analytical Study of Telecom Market

with special reference to IDEA at Raipur” was based on survey. I had to give actual

data to IDEA that what are the position of I as compare IDEA to other Telecom

operators in the Telecom Market in terms of service, number of connections, network,

Coverage area, Market Share and Brand Image at Raipur. When I got this project

from Mr.VINOD NAIR (A.S.M) IDEA PREPAID RAIPUR, he called me importance

of this project & data. He said that the result, which we will get from this project that

will help to us to make an action plan to remove our weakness from the market, it

would help to increase our market share and serviceTo know this facts & data I went to all the retailers, Small and Medium Scale

Enterprises (SME) and corporate Segments of Raipur. I started my project on 2nd of

june 2009. I collected all data from the retailers, small and Medium Scale Enterprises

(SME) and Corporate Segments of Raipur through questionnaire. When I analyzed the

data I found that Service support, Brand Image, Coverage area of idea is Good as

compare to other operators but idea has to improve Billing, Network Conjection ,

Customer care and Reduce call rates to become Best Telecom Brand and service

Provider among other Telecom Operators.

During my training I faced some problems like some retailers, SME and

Corporate Segments had no time to give the data, and they were busy with their

works. I had got to go in sun and raining. Most of the retailers’ shops were closed

between 1 pm to 5 pm. I took some action to solve these problems like I took data

through telephone, observation.

Apart from my project I did counter extentation of idea Product. For this we

made a trade-briefing folder that contains all the information regarding the idea

Products & Services. We also Sale some of the idea product to different segments of

retailer.

I completed my project on 20/07/09 by giving a thanks ceremony party to all

people of ideal who helped me during the project. I have achieved my all objectives of

my project.

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CERTIFICATE

DECLARATION

PREFACE

ACKNOWLEDGEMENT

EXECUTIVE SUMMARY

CONTENT

Page No.

CHAPTER - I INTRODUCTION 8-22

Objective And Scope of Project

Company Profile

Subsidiaries Companies

Bharti-Airtel

Organisation Structure of Airtel

Technical Aspect Related to TelephonyReview Literature

Fact sheet

CHAPTER -II RESEARCH METHODOLOGY 23-28

2.1 Statement of Problem

2.2 Purpose of Study

2.3 Objective of Study

2.4 Universe

2.5 Sample

2.5.1 Sampling Size

2.6 Sample Unit

2.7 Sampling Method2.8 Type of research

2.9 Source of Data

2.9.1 Questionnaire

2.10 Statistical Technique

2.11 Execution of the Project

CHAPTER -III ANALYSIS AND INTER PRETATION OF

DATA

29-69

3.1 Interpretation from Primary Data

CHAPTER -IV MAIN FINDINGS ,CONCLUSION 70-74

CHAPTER-V LIMITATIONS & SUGGESTIONS 75-78

- APPENDIX 79-87

- BIBLIOGRAPHY & WEBLIOGRAPHY 88-91

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CHAPTER – I

INTRODUCTION

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INTRODUCTION

The main aim of every research project is to find out the truth which is hidden

and which has not been discovered as yet. The main aim of my research project “ An

Analytical Study of Telecom Market with special reference to idea at Raipur.” is

to extend the outlets of idea which provide the idea recharge to the different area of

raipur. Smart was the first service provider in this area, Idea was second, Bsnl was

third, and Airtel was fourth player in this field in GSM. Rim and Tata are CDMA

service provider in this area and Bsnl , Airtel, Reliance and Tata Indicom are the four players in INFOTEL(Fixed-Line) Telecom field. As I wrote that main objective of

project is to find out new counters for the sale of sim and recharge vouchers of idea. I

have also done a survey on Telecom market, which includes Comparative Study of

different Telecom Operators in terms of their service, number of connections, revenue

generated by them, customers perception and preference, brand image etc.?. Now so

many questions arise in our mind that among different Telecom operators who is the

leader in MOBILITY in market? Which company’s Provide excellent services?

This project report has answers of all these questions. After looking this

project report you will be able to understand that what is the position of all cellular

companies in Raipur Telecom market.

Objectives And Scope of Project

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Project Title

• An Analytical Study of Telecom Market with Special reference to IDEA at

Raipur.Objectives of Research

• To study the Telecom Market including mobility and Landline (fixed line) of

Raipur.

• To find out the Market shares of different Telecom operators at Raipur.

• To study market segmentation of Idea.

• To compare different Telecom operators with respect to their Service, Number

of connections, Revenue generated by them, Customer Perception and Brand

Image.

• To compare the two Departments of Telecom i.e. Mobility and Landline (fixed

line) in different related areas.

Scope and Area of Research

• Shankar Nagar – Mova.

• Civil lines – Bayron Bazar.

• Malviya Road – K.K Road.

• Ram nagar– telibantha..

• Sadar Bazar- Budhapara.

• Ravi bhavan – Sardachowk.

• Station Road – M.G. Road.

• Sunder Nagar – Dindayal Upadhya Nagar.

• Jawahar nagar

• Tatibandh – Hirapur.

COMPANY PROFILE

ADITYA BIRLA GROUP

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IDEA Limited, a part of ADITYA BIRLA GROUP, is India's leading provider of

telecommunications services. The businesses at IDEA Limited have been structured

into two main strategic business groups - the Mobility Leaders business group and the

Landline Leaders business group. The Mobility business group provides GSM mobile

services across India in twenty three telecom circles, while the Landline business

group provides broadband & telephone services, long distance services and enterprise

services. All these services are provided under the IDEA brand.

IDEA Televentures

IDEA Televentures is a major private sector telecom player in India having interests

in Fixed Networks and Mobile Networks.

IDEA Televentures is one of India’s leading private sector providers of

telecommunications services with an aggregate of 96649487 customers as of end of

March 2009. The company is the only operator to provide mobile services in all the

23 circles in India. The company also provides telephone services and Internet access

over DSL in 14 circles. The company complements its mobile, broadband &

telephone services with national and international long distance services. The

company also has a submarine cable landing station at Chennai, which connects the

submarine cable connecting Chennai and Singapore. The company provides reliable

end-to-end data and enterprise services to the corporate customers by leveraging its

nationwide fiber optic backbone, last mile connectivity in fixed-line and mobile

circles, VSATs, ISP and international bandwidth access through the gateways and

landing station. IDEA Televentures is already the largest mobile service provider

having overtaken BSNL, the state run mobile and wireline service provider

Subsidiaries Companies

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http://en.wikipedia.org/wiki/Telecom

http://en.wikipedia.org/wiki/India

http://en.wikipedia.org/wiki/Bharat_Sanchar_Nigam_Limited

http://en.wikipedia.org/wiki/Telecom

http://en.wikipedia.org/wiki/India

http://en.wikipedia.org/wiki/Bharat_Sanchar_Nigam_Limited



• Bharti Airtel Ltd .

Bharti Airtel Ltd is India's leading provider of telecommunications services. The

company has 4 distinct Business divisions - Mobile & telephone services,

broadband services, long distance services and enterprise services.

• Bharti Teletech Ltd.

Bharti TeleTech Ltd manufactures and exports world-class telecom equipment

under the brand 'Beetel'.

• Telecom Seychelles Ltd .

Telecom Seychelles Ltd provides telecom services in Seychelles, under the brand

'Airtel'

• Bharti Telesoft Ltd.

Bharti Telesoft Ltd delivers best-in-class, revenue-critical VAS products and

services to telecom carriers.

• TeleTech Services (India) Ltd.

TeleTech Services (India) Ltd is joint venture with TeleTech Inc., USA. It offers a

range of Customer Management Services.

• FieldFresh Foods Pvt Ltd.

FieldFresh Foods Pvt Ltd is Bharti's venture with EL Rothschild Group owned

ELRO Holdings India Ltd., to export fresh Agri products exclusively to markets

in Europe and USA.

• Bharti Foundation : -

To promote educational institutes for quality education. Bharti Foundation has

funded over 50 schools in Madhya Pradesh and also donated Rs 200 million to IIT

Delhi for building a Bharti School of Technology and Management.

BHARTI - AIRTEL

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ABOUT-IDEA

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BHARTI

MOBILITY LANDLINE

Bharti Cellular Limited

Long Distance,Group Data

AndBroadband

Fixed-Line

AIRTEL



Idea comes to you from ADITYA BIRLA GROUP Limited - a part of the biggest

private integrated telecom conglomerate, ADITYA Enterprises. ADITYA provides a

range of telecom services, which include Cellular, Fixed line, Basic Internet and

recently introduced National Long Distance. ADITYA also manufactures and exports

telephone terminals and cordless phones. Apart from being the largest manufacturer

of telephone instruments in India, it is also the first company to export its products to

the USA. ADITYA is the leading cellular service provider, with an all Indiafootprint

covering all 23 telecom circles of the country. It has over 21 million satisfied

customers.

By 2010, we want IDEA to be the most admired brand in

India.

• Loved by more customers.

• Targeted by top talent.

• Benchmarked by more businesses.

Services

IDEA Prepaid

IDEA Prepaid, the Ready Cellular Card from IDEA comes to you from ADITYA

Enterprises, India's leading integrated telecom service provider. Going mobile with

IDEA Prepaid is a new way of life. With a host of great features, also simple to use,

IDEA Prepaid makes everything that you dreamt and believed, possible.

IDEA Postpaid

IDEA welcomes you to a vibrant world of unlimited opportunities. More exciting,

innovative yet simple new ways to communicate, just when you want to, not just

through words but ideas, emotions and feelings. To give you the unlimited freedom to

reach out to your special people in your special way.

IDEA Roaming

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IDEA's Roaming service allows you to use your mobile phone to make or receive

calls from almost anywhere in India and abroad, IDEA Roaming gives you two great

options:

• IDEA National - Enjoy roaming in India across 42 partner’s networks and

over 750 cities.

• IDEA International - Roam across international destinations, in nearly 119

countries including USA, Canada, and UK etc. with 284 partner networks.

Long Distance

Now experience complete freedom like never before with IDEA! Our National Long-

Distance facility allows you to make long distance calls in India and Overseas from

your cellular phone. This service is applicable to both Postpaid and Prepaid

customers.

Slogan or Punch Line

• AN IDEA CAN CHANGE YOUR LIFE..

• WALK WHEN YOU TALK.

Awards

• Consecutively for four years 1997,1998, 1999 and 2000, IDEA has been voted

as the best cellular service in the country and won the coveted Techies award.

• The Asia Pacific Award for the most innovative HR practices-2000.

• The Golden Peacock National Training Award for excellence in training

practices-2000 and The Golden Peacock National Quality Award-2001.

• AGL is first mobile communication service provider in India to be certified

for ISO 9001:2000 and 1st in world certified by British Standards Institution

for Mobile Communication.

• IDEA Tele-Ventures is the “BEST INDIAN CARRIER” at Telecom Asia

Awards 2006.

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Chairman and Group Managing

Director

SUNIL BHARTI MITTAL

(CMD OF BHARTI ENTERPRISES)

Sunil Bhartia Mittal is the Chairman and Group Managing Director of Bharti

Enterprises. He is a graduate of Punjab University and has completed the

"Owner/President Management Programmed" from Harvard Business School in 1999.

In 1986, he partnered with Siemens to produce telephone equipments. When the

telecommunications sector was opened for private sector participation, Mr. Mittal

took advantage of the opportunity and acquired two cellular licenses and one fixed-

line license. In January 2001, Business Week selected Mr. Mittal as one of the top

global entrepreneurs of the year 2000.

He is the member of National Council of Confederation of Indian Industry

(CII), Federation of Indian Chambers of Commerce & Industry (FICCI), Chairman,

Indo-US Joint Business Council, Member, Advisory Committee constituted by

Ministry of IT. Mittal has to his credit the breaking up of the 100 year old monopoly

of state run companies to operate telecom services in India. Now he heads a

successful empire focused on different areas of business through independent Joint

Venture companies with a market capitalization of approximately $ 2 billion,

employing over 5,000 people and still growing. He is thankful for a supportive family

including a daughter and twin sons, with whom understandably he doesn't get much

time to, spend. His brothers Rakesh and Rajan are with him in the business.

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Organization structure of IDEA

Organization is an identifiable group of people contributing their efforts towards the

attainment of goals. Organization structure elaborates the basic of division of job or

tasks, grouping and the co-ordination. Organization structure shows the network of

relationship among individuals and their positions in that organization. The following

structure shows the organizational structure of IDEA circle office, Raipur,

Chhattisgarh.

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COO

PSMO

ZBM

ZM (Postpaid)

ZSC

ZM (Prepaid) PM

TM

ISO



TECHNICAL ASPECT RELATED TO TELEPHONY

• What is Telephone?

Alexander Graham Bell invented the Telephone in 1876.

The Telephone is composed of two parts:-

1. Telephone Transmitter: - A telephone transmitter is a transducer that converts

sound energy into electric energy.

2. Telephone Receiver: - A telephone receiver does the reverse function of atelephone transmitter.

It is a transducer, which converts electrical energy into sound energy.

• What is an Exchange?

An exchange is a point where subscriber lines are terminated and calls are

processed and established with in exchange for connecting one subscriber to

Another either manually or automatically depending on the type of exchange.

There are two types of exchanges:-

1. Manual: In this type of exchange the calls are established with the help of the

operator.

2. Automatic: Here, the exchange equipment without any manual involvement

establishes the calls.

• Types Of Switching

1. Space Division Switching (Analog).

This kind of switching establishes a dedicated end-to-end physical path between

calling and called parties. This path is held continuously for the whole duration of

the call. This switching system transmits the voice signal without modification

through the system of lines and mechanical switching till it reaches the destination

telephone.

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2. Time Division switching (Digital).

In this kind of system each call is provided with a path only during its allotted time

slot. The voice system is encoded to digital form by an analog digital converter andthe digital signal is multiplexed with other digital signals to the data highway. The

output signal is de-multiplexed and decoded back to analog form. In analog system

processing is done mechanically whereas in digital system it is done by IC chips

and large scale integrated technology.

• Infrastructure Of Basic Telecom.

A Telecom network has three major systems and they are as follows:-

1. Access Network.

It is that network which makes it possible for the subscriber to get connected to the

local exchange.

2. Switching System.

Switching system is the heart of any Telecom Network. Switch is a Telecom entity,

which establishes call connections and releases the calls when required. Its

Capacity is measured on the basis of maximum simultaneous calls and busy hour

call attempts. It connects calls(or subscribers) physically connected to it.

3. Transport Network.

It is established by Copper cable, Optical fiber or Microwave signaling.

PARTS OF BASIC TELEPHONE NETWORK

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ACCESSS NETWORK

KKKK

TRANSPOR T

NETWORK

SWITCHINGSYSTEM



REVIEW OF RELATED LITERATURE

Review of related literature means researcher should undertake extensive literaturesummary connected with the problem for this purpose, the abstracting and indexing

journals and published and unpublished bibliographies are the first place to go to.

Academic journals, conference, proceedings, government reports, books etc. must be

tapped depending on the nature of the problem. In this process, it should be

remembered that one source would lead to another. The earlier studies if any, which

are similar to the study in hand, should be carefully studied. A good library will be a

great help to the researcher at this stage.

FACTSHEET

Name Bharti Airtel Limited.

Business

Description

Provides mobile, broadband & telephone (fixed line) and

enterprise services (carriers & services to corporate)

Established July 07, 1995, as a Public Limited Company

Proportionate

Revenue

RS 369,615 million (year ended March 31, 2009-Audited)Rs. 270,250 million (year ended March 31, 2008-Audited)

As per US GAAP Accounts

Proportionate

EBITDA

Rs. 151,678 million (year ended March 31, 2009 - Audited)



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Shares in Issue1,898,239,796 as at March 31, 2009

Listings

The Stock Exchange, Mumbai (BSE)

The National Stock Exchange of India Limited (NSE)

Market

Capitalisation

MarketCapitalisation

(asonMay15,2009)

Approx.Rs.1,518billion

Closing BSE share price = Rs. 799.80

Customer Base

93,923,248 GSM mobile and 2,726,239 Telemedia

Customers (status as on March 31, 2009)

Operational

Network

Provides GSM mobile services in all the 22 telecom circles

in India, and was the first private operator to have an all

India presence.

Provides telemedia services (fixed line) in 95 cities in

India.

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Registered

Office

Bharti Airtel Limited

(A Bharti Enterprise)

Aravali Crescent,

1, Nelson Mandela Road,

Vasant Kunj, Phase II,

New Delhi – 110 070, India

Tel.No.: +91 11 4266 6400

Fax No.: +91 11 4166 6137

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CHAPTER – II

RESEARCH METHODOLOGY

RESEARCH METHODOLOGY

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Research methodology is the way to systematically solve the research

problems. RM just does not deal with research methods but also consider the logic

behind the methods. It may be under stood as a science of study how research is done

scientifically. In it we study the various steps that are generally adopted by the

researcher in studying his research problem along with logic behind them. It is

necessary for researcher to know not only the research methods/techniques but also

the methodology. Researchers also need to understand the assumption underlying

various techniques and they need to know the criteria by which they can decide that

certain technique and procedures will be applicable to certain problem. All this

means that it is necessary for the researcher to design his methodology for his

problem as the same may differ from problem to problem.

Research in common parlance refers to a search for knowledge. Research may

be defined as a scientific and systematic search for pertinent information on a specific

topic. I used following research methodology, research process, steps and methods

during my research project “An analytical study of telecom market with special

reference to IDEA at Raipur.”

2.1 STATEMENT OF PROBLEM

Comparison of different operators in telecom market with special reference to

IDEA at Raipur (C.G).

2.2 PURPOSE OF STUDY

An Analytical Study of Telecom Market with special reference to IDEA at

Raipur (C.G).

2.3 OBJECTIVES OF STUDY

• To study the Telecom Market including mobility and Landline (fixed line) of

Raipur.

• To find out the Market shares of different Telecom operators at Raipur.

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• To study market segmentation of IDEA.

• To compare different Telecom operators with respect to their Service, Number

of connections, Revenue generated by them, Customer Perception and Brand

Image.

• To compare the two Departments of Telecom i.e. Mobility and Landline (fixed

line) in different related areas.

2.4 UNIVERSE

Sum total of all the units that confirms to some designated part of specification

is called universe.Researcher while conducing research work has selected Raipur city as

universe.

2.5 SAMPLE

The Sample is the representative unit of population; The researcher has taken

the customer as sample for this research. Since in this research the researcher has

collect the sample according to his own convenience so the sample is conveniencesample and the sample size of the research is 1200.Also out of sample size of 1200, it

is divided in to Landline customer, Postpaid customers and Prepaid customers where

the number of landline customers is 1332, number of Postpaid customers is 700 and

number of Prepaid customers is 500.

2.5.1 SAMPLING SIZE

This refers to number of items to be selected from the universe to constitute a

sample. The size of the sample should neither be excessively long, nor should too

small .It be optimum. An optimum sample size is one, which fulfills the requirement

of efficiently representative ness, reliability and flexibility. The sample size of 1200 is

not enough to draw a conclusion but as per the time assigned it was difficult to take a

sample size more then 1200. The sample size consist of both the professionals and

businessman for ex - Doctors, Government Employee, Real state agent etc. which

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comes under Retail segment, the sample size also consist of small and medium scale

enterprises (SME) segment and Corporate Segments.

2.6 SAMPLE UNIT

Sample unit is the part of the universe taken from the universe for testing

hypothesis. Researcher has taken the customers those who are using Telecom Services

including Landline and Mobility of any Operator at Raipur (C.G).

2.7 SAMPLING METHOD

The researcher adopted convenience sampling method. In this method the

sample unit are chosen primary on the basis of convenience to the investigator. In that

type of sampling, the researcher selected items for the sample deliberately, his choice

consuming these items remains supreme. In other words, under this sampling the

organizer of the inquiry purposively choose the particulars unit of the universe for

constituting a sample on the basis that the small mass that they so select out of huge

one will typical or repetitive or then whole.

2.8 TYPE OF RESEARCH

My research project “An Analytical Study of Telecom Market with special

Reference to AIRTEL at Raipur” is based on descriptive research. Descriptive

research includes survey and fact finding enquiries of different kinds. The methods

of research utilized in descriptive research are survey methods of all kinds, including

comparative and correlation methods.

2.9 SOURCE OF DATA

The task of data collection begins after a research problem has defined.

Researcher should keep in mind two types of data, primary data and secondary data.

The primary data are those which are collected afresh and for the first time, and then

happen to be original in character. The secondary data, on the other hand, are those

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which have already been collected by someone else and which have already been

passed though the statically process.

Researcher while conducting the research work has used both primary source

of data and secondary source of data. The primary data collected through the survey

which has been cased out through personal interview of the customers and

questionnaire filled up by customers. The secondary data is collected through

document of Idea, books, article intense and from the employee of the respected

operators.

2.9.1. QUESTIONNAIRE

Questionnaire is a written form being given to the prospective customer to

give feed back about the service provided to them and also to find the satisfaction

level of the customers. A questionnaire consists of a number of questions printed or

typed in a definite order on a form or set of forms. Quite often questionnaire is

considered as the heart of a survey operation. Hence it should be very carefully

constructed .If it is not properly set up, and then the survey is bound to fail. This fact

requires us to study the main aspect of the questionnaire viz., the general form,

question sequence and question formulation and wording.

2.10 STATISTICAL TECHNIQUE

Percentage method and technique of central tendency was used by the

researcher in the analysis of data in his research.

Percentage is used in making comparison between two or more kind of data.

Percentage is used to decide relationship between two or more source of data.

Measure of central tendency tells us the point about which item has a tendency

to cluster. Such a measure is considered as the most representative figure for the

entire mass of data. Measure of central tendency is also known as statistical average.

2.11 EXECUTION OF THE PROJECT

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It is the very importance step is the research process. According to it findings

depends on how systematically the study has been cased out in time so that it can

make some sense when required. I have executed the project after prior discussion

with the guide and structure in following steps.

a. Preparation of questionnaire

b. Collection of list of some of the chick interview of the customer so that more

interview is possible and the variety of responses can be reposted to have a good data

for analysis.

c. Visiting the customers and asking them about the service they all availing from

different telecom operators. Try to find out the satisfaction level with the existing

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CHAPTER – III

DATA ANALYSIS AND INTERPRETATION

DATA ANALYSIS AND INTERPRETATION

1. Comparison of Landline connection provided by different operators.

COMPARISON TABLE

OPERATORS IDEA BSNL RELIANCE TATA

INDICOM

TOTAL

NUMBER OF 526 380 192 102 1200

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CONNECTIONS

COMPARISON CHART

ANALYSIS :- According to our research we find that among different Land line

operators, maximum number of customers are using IDEA i.e. 43.83%, then Bsnl i.e.

31.67%,then Reliance i.e. 16% and then Tata Indicom with minimum number of

customer i.e. 8.5%.

2. Monthly revenue generated by different operators in Landline

Department.

COMPARISON TABLE


INDICOM

TOTAL

MONTHLY 10,31,768 6,09,312 1,87,720 63,200 18,92,000

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NUMBER OF CONNECTIONS

526

380

1921020

100

200

300

400

500

600

700

IDEA BSNL RIM TATA

IDEA

BSNL

RIM

TATA



REVENUE

IN Rs.

MONTHLY

REVENUE

IN %.

58.7% 28% 9.9% 3.4% 100%

COMPARISON CHART

ANALYSIS :- :- According to our research we find that among different Landline

operators, maximum monthly revenue was generated by BSNL i.e. 28% out of total

revenue generated, then comes IDEA with 58.7% revenue , then comes RELIANCE

with 9.9% revenue, then comes TATA INDICOM with minimum of 3.4% revenue

out of total revenue generated respectively

3. Customer perception towards service provided by different operators in

Landline Department.

3.1 According to customer’s service provided by IDEA Landline.

COMPARISON TABLE

RATINGS Good Average Poor TOTAL

CUSTOMER

RESPONSE

349 60 52 461

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MONTHLY REVENUE GENERATED BY DIFFERENT

LANDLINE OPERATORS IN % OF THE TOTAL REVENUE

BSNL

28%

IDEA

58.7%

TATA

3.4%RELIANCE

9.9%

IDEA

BSNL

RELIANCE

TATA



COMPARISON CHART

ANALYSIS :- According to our research out of 461 IDEA customers, 74% of

customers response are good, 25% of customers response are average and 11% of

customers response are poor about the service provided by IDEA landline

respectively.

3.2 According to customer service provided by Bsnl Landline.

COMPARISON TABLE

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CUSTOMER RESPONSE FOR SERVICEPROVIDED BY AIRTEL

Good , 349,

74%

Average, 60,

25%

Poor, 52, 11%

Good

Average

Poor




CUSTOMER

RESPONSE

97 343 137 577

COMPARISON CHART

ANALYSIS: - According to our research out of 577 Bsnl customers, 24% of

customer’s response are good, 55% of customers response are average and 24% of

customers response are poor about the service provided by Bsnl landline respectively.

3.3 According to customer service provided by Reliance Landline.

COMPARISON TABLE

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CUSTOMER RESPONSE FOR SERVICE

PROVIDED BY BSNL

Good, 197,

24%

Average, 243,

52%

Poor, 137, 24%

Good

Average

Poor




CUSTOMER

RESPONSE

34 59 99 192

COMPARISON CHART

ANALYSIS: - According to our research out of 192 Reliance customers, 13% of


customers response are poor about the service provided by Reliance landline

respectively.

3.4 According to customer service provided by Tata Indicom Landline.

COMPARISON TABLE

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PROVIDED BY RELIANCE

Good, 34, 13%

Average, 59,

31%

Poor, 89, 56%

Good

Average

Poor




CUSTOMER

RESPONSE

29 12 61 102

COMPARISON CHART


PROVIDED BY TATA INDICOM

Good, 29, 28%

Average, 12,

12%

Poor, 61, 60%Good

Average

Poor

ANALYSIS: - According to our research out of 102 Reliance customers, 28% of


customers response are poor about the service provided by Tata Indicom landline

respectively.

4. Customer perception towards clarity of Landline bill operator wise.

4.1 According to the customer of IDEA their landline bill was.

COMPARISON TABLE

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RATINGS VERY

CLEAR

CLEAR NOT

CLEAR

COMPLICATED TOTAL

CUSTOMER

RESPONSE

39 192 203 27 461

COMPARISON CHART

ANALYSIS: - According to our research out of 461 IDEA customers, 18% of

customers responded very clear, 52% of customers responded clear, 24% of

customers responded not clear and 6% of the customers responded complicated about

the clarity of bills provided by IDEA landline respectively.

4.2 According to the customer of Bsnl their landline bill was.

COMPARISON TABLE

RATINGS VERY

CLEAR

CLEAR NOT

CLEAR

COMPLICATED TOTAL

CUSTOMER

RESPONSE

104 397 53 23 577

~ 32 ~

CUSTOMER RESPONSE TOWARDS AIRTEL

LANDLINE BILLS

NOT CLEAR

24%

CLEAR

52%

COMPLICATED

6% VERY CLEAR

18%

VERY CLEAR

CLEAR

NOT CLEAR

COMPLICATED



COMPARISON CHART

CUSTOMER RESPONSE TOWARDS BSNL

LANDLINE BILLS

VERY CLEAR

18%

COMPLICATED

4%

CLEAR

69%

NOT CLEAR

9%

VERY CLEAR

CLEAR

NOT CLEAR

COMPLICATED

ANALYSIS: - According to our research out of 577 Bsnl customers, 18% of

customers responded very clear, 69% of customers responded clear, 9% of customers

responded not clear and 4% of the customers responded complicated about the clarity

of bills provided by Bsnl landline respectively.

4.3 According to the customer of Reliance their landline bill was.

COMPARISON TABLE

RATINGS VERY

CLEAR

CLEAR NOT

CLEAR

COMPLICATED TOTAL

CUSTOMER

RESPONSE

17 86 58 31 192

~ 33 ~





CUSTOMER RESPONSE TOWARDS TATA

INDICOM LANDLINE BILLS

VERY CLEAR

9%

COMPLICATED

11%

CLEAR

61%

NOT CLEAR

19%

VERY CLEAR

CLEAR

NOT CLEAR

COMPLICATED

ANALYSIS: - According to our research out of 102 Tata Indicom customers, 9% of


customers responded not clear and 11% of the customers responded complicated

about the clarity of bills provided by Tata Indicom landline respectively.

5. Customer response for best telecom brand in Landline Department.

COMPARISON TABLE


INDICOM

TOTAL

CUSTOMER

RESPONSE

423 409 233 135 1200

~ 35 ~



COMPARISON CHART

ANALYSIS :- :- According to our research out of 1200 respondent we find that

among different Land line operators, maximum number of customers i.e. 432

responds IDEA as the best telecom brand, then comes BSNL with 209 customers,

then RELIANCE with 233 customers and at last TATA INDICOM with minimum

number of customer i.e. 135 as far as best telecom brand respectively.

6. Comparison of prepaid connection provided by different operators.

COMPARISON TABLE

OPERATORS AIRTEL AIRTEL TATA RIM BSNL SMART TOTAL

NUMBER OF

CONNECTIONS

96 93 10 121 94 86 500

COMPARISON CHART

~ 36 ~

CUSTOMER RESPONSE FOR BEST TELECOM BRAND IN

LANDLINE CONNECTIONS

423

209

9

233

135

0100

200

300

400

500

IDEA BSNL RELIANCE TATA

OPERATORS

IDEA

BSNL

RELIANCE

TATA



NUMBER OF PREPAID CONNECTION

OPERATOR WISE

96 93

10

121

94 86

020

4060

80100

120140

A I R T

E L I D E A

T A T A R I

M B S

N L

S M A R T

OPERATORS

N U M B E R

O F

C O N N E C T I O N AIRTEL

IDEA

TATA

RIM

BSNL

SMART

ANALYSIS :- According to our research out of 500 customers, we find that among

different prepaid operators, maximum number of customers are using RIM i.e. 121,

then Airtel i.e. 96,then BSNL i.e. 94, then IDEA i.e. 93,then SMART i.e. 86,and then

Tata Indicom with minimum number of customer i.e. 10.

NOTE: - The Sample size of our research is 1200, but for prepaid connection it

decreases to 500, because among 1200 customer only 500 are using prepaid mobile.

7. Monthly revenue generated by different operators in prepaid

Department.

COMPARISON TABLE

OPERATORS AIRTEL IDEA TATA RIM BSNL SMART TOTALMONTHLY

REVENUE

IN Rs.

2,75,480 1,04,12

0

11,19

5

1,35,48

6

1,05,23

9

96,284 5,59,786

MONTHLY

REVENUE

IN %

29.2% 18.6% 2% 24.2% 18.8% 17.2% 100%

COMPARISON CHART

~ 37 ~



ANALYSIS:- :- According to our research we find that among different prepaid

operators, maximum monthly revenue was generated by AIRTEL with 29.2% out of

total revenue generated, then comes RIM i.e. 24.2% revenue , then comes BSNL with

18.8% revenue , then comes IDEA with 18.6% revenue, then comes SMART with17.2% revenue , then comes TATA with minimum of 2% revenue out of total

revenue generated respectively.

8. Recharge duration of customers in prepaid connections.

COMPARISON TABLE

RECHARGE

DURATION

LIFE

TIME

YEARLY SIX

MONTHLY

MONTHLY WEEKLY TOTAL

NUMBER

OF

RECHARGE

75 21 56 329 19 500

COMPARISON CHART

~ 38 ~

MONTHLY REVENUE GENERATED BY DIFFERENT

OPERATORS IN PREPAID CONNECTION IN % OF

TOTAL REVENUE

BSNL

18.8%

RIM

24.2%

TATA2%

IDEA

18.6%

AIRTEL

29.2%

SMART

17.2%

AIRTEL

IDEA

TATA

RIM

BSNLSMART



RECHARGE DONE BY CUSTOMER WITH

RESPECT TO TIME PERIOD IN PREPAID

CONNECTION

75

2156

329

19

0

50

100

150

200

250

300

350

L I F E

T I M E

Y E A R L Y

S I X M O N T H

L

M O N T H L Y

W E E

K L Y

RECHARGE DURATION

N U M B E R

O F

C U S T O M E R LIFE TIME

YEARLY

SIX MONTHLY

MONTHLY

WEEKLY

ANALYSIS: - According to our research we find that out of 500 prepaid customers,

329 customers are doing recharge on monthly basis, 75 customers are having life time

recharge, 56 customers are doing recharge per six month, 21 customers are using

yearly recharge option and around 19 customers are doing their recharge weekly in

their prepaid mobile respectively.

9. Life time customer in prepaid connection operator wise.

COMPARISON TABLE

OPERATORS AIRTEL IDEA TATA RIM BSNL SMART TOTAL

NUMBER OF

LIFE TIME

USERS

39 16 5 15 9 11 95

COMPARISON CHART

~ 39 ~



ANALYSIS :- According to our research we find that out of 95 life time user of

prepaid mobile, maximum life time prepaid user are from AIRTEL i.e. 35%, then

comes IDEA i.e. 21%, then comes RIM i.e. 20%,then comes SMART i.e. 15%, thencomes BSNL i.e. 12% and then comes TATA with 7 % life time prepaid mobile users

respectively.

10. Comparison of postpaid connection provided by different operators.

COMPARISON TABLE

OPERATORS AIRTEL IDEA TATA RIM BSNL SMART TOTALNUMBER OF

CONNECTIONS

156 129 17 134 122 102 700

COMPARISON CHART

~ 40 ~

NUMBER OF LIFE TIME USERS IN PREPAID

CONNECTIONS OPERATOR WISE

AIRTEL35%

IDEA21%

TATA7%

RIM20%

BSNL12%

SMART

15%

AIRTEL

IDEA

TATA

RIM

BSNLSMART



N U M B E R O F P O S T P A ID C O N N E C T IO N S O P E

1 5 6

1 2 9

1 7

1 3 4

1 6 2

1 0 2

0

20

40

60

80

100

120

140

160

180

AIR T E L ID E A T ATA R IM B S NL S MAR T

O P E R A T O

N U M B E R

O F

C O N N E C T I O N S

AIRTE

ID E A

T A T A

R IM

B S N L

S M A R

ANALYSIS: - According to our research out of 700 customers, we find that among

different postpaid operators, maximum number of customers are using BSNL i.e.

162, then AIRTEL i.e. 156,then RIM i.e. 134, then IDEA i.e. 129,then SMART i.e.

102,and then Tata Indicom with 17 postpaid customers respectively.

NOTE: - The Sample size of our research is 1200, but for postpaid connection it

decreases to 700, because among 1200 customer only 700 are using postpaid mobile.

11. Monthly revenue generated by different operators in postpaid

Department.

COMPARISON TABLE

OPERATORS AIRTEL IDEA TATA RIM BSNL SMART TOTALMONTHLY

REVENUE

IN Rs.

1,24,625 1,16,27

5

48,25

0

1,13,58

0

1,32,40

0

90,625 6,25,755

MONTHLY

REVENUE

IN %

19.8% 18.6% 7.7% 18.2% 21.2% 14.5% 100%

COMPARISON CHART

~ 41 ~



ANALYSIS:- :- According to our research we find that among different postpaid

operators, maximum monthly revenue was generated by AIRTEL with 29.8%out of

total revenue generated, then comes BSNL i.e. 21.2% revenue , then comes RIM with

14.2% revenue , then comes IDEA with 12.6% revenue, then comes SMART with

14.5% revenue , then comes TATA with minimum of 7.7% revenue out of total

revenue generated respectively.

12. Customers perception towards clarity of bill in postpaid connections

operator wise.

12.1 According to the customers of AIRTEL their postpaid mobile bill was.

COMPARISON TABLE

RATINGS VERY

CLEAR

CLEAR NOT

CLEAR

COMPLICATED TOTAL

CUSTOMER

RESPONSE

14 93 20 7 134

~ 42 ~

MONTHLY REVENUE GENERATED BY DIFFERENT OPERATORS IN

POSTPAID CONNECTION IN % OF TOTAL REVENUE

BSNL21.2%

RIM14.2%

TATA7.7%

IDEA12.6%

AIRTEL29.8%

SMART

14.5%

AIRTEL

IDEA

TATA

RIM

BSNLSMART



COMPARISON CHART

ANALYSIS :- According to our research out of 134 AIRTEL customers, 10% of

customers responded very clear, 75% of customers responded clear,10% of customers


of bills provided by AIRTEL postpaid mobile respectively.

12.2 According to the customers of AIRTEL their postpaid mobile bill was.

COMPARISON TABLE

RATINGS VERY

CLEAR

CLEAR NOT

CLEAR

COMPLICATED TOTAL

CUSTOMER

RESPONSE

7 52 31 39 129

COMPARISON CHART

~ 43 ~

CUSTOMER RESPONSE TOWARDS AIRTEL POSTPAID

MOBILE BILLS

CLEAR75%

NOT CLEAR10%

COMPLICATED5% VERY CLEAR

10%

VERY CLEAR

CLEAR

NOT CLEAR

COMPLICATED



ANALYSIS :- According to our research out of 129 AIRTEL customers, 5% of


responded not clear and 47% of the customers responded complicated about theclarity of bills provided by AIRTEL postpaid mobile respectively.

12.3 According to the customers of TATA INDICOM their postpaid mobile bill was.

COMPARISON TABLE

RATINGS VERYCLEAR

CLEAR NOTCLEAR

COMPLICATED TOTAL

CUSTOMER

RESPONSE

1 4 9 3 17

COMPARISON CHART

~ 44 ~

CUSTOMER RESPONSE TOWARDS IDEA POSTPAID MOBILE

BILLS

CLEAR

34%

COMPLICATED

47%

NOT CLEAR

24%

VERY CLEAR

5%

VERY CLEAR

CLEAR

NOT CLEAR

COMPLICATED



CUS TOMER RESPONS E TOWARDS TATA INDICOM POSTPAID MO

BILLS

CLEAR

24%

COMPLICATE

18%

NOT CLEAR

52%

VERY CLEAR

6%

VERY CLEA R

CLEAR

NOT CLEA R

COMPLICATED

ANALYSIS :- According to our research out of 17 TATA INDICOM customers, 6%

of customers responded very clear, 24% of customers responded clear,52% of

customers responded not clear and 18% of the customers responded complicated

about the clarity of bills provided by TATA INDICOM postpaid mobile respectively.

12.4 According to the customers of RIM their postpaid mobile bill was.

COMPARISON TABLE

RATINGS VERY

CLEAR

CLEAR NOT

CLEAR

COMPLICATED TOTAL

CUSTOMER

RESPONSE

27 96 27 12 162

COMPARISON CHART

~ 45 ~



ANALYSIS :- According to our research out of 162 RIM customers,17% of



of bills provided by RIM postpaid mobile respectively.

12.5 According to the customers of BSNL their postpaid mobile bill was.

COMPARISON TABLE

RATINGS VERY

CLEAR

CLEAR NOT

CLEAR

COMPLICATED TOTAL

CUSTOMER

RESPONSE

10 118 12 16 156

COMPARISON CHART

~ 46 ~

CUSTOMER RESPONSE TOWARDS RIM POSTPAID MOBILE BILLS

CLEAR

59%

COMPLICATED7%

NOT CLEAR

17%

VERY CLEAR

17%

VERY CLEAR

CLEAR

NOT CLEAR

COMPLICATED



CUSTOMER RESPONSE TOWARDS BSNL POSTPAID M

BILLS

CLEAR

76%

COMPLICATE10%

NOT CLEA

8%

VERY CLEA

6%

VERY CLEAR

CLEAR

NOT CLE AR

COMPLICATE

ANALYSIS :- According to our research out of 156 BSNL customers,6% of


responded not clear and 10% of the customers responded complicated about the

clarity of bills provided by BSNL postpaid mobile respectively.

12.6 According to the customers of SMART their postpaid mobile bill was.

COMPARISON TABLE

RATINGS VERY

CLEAR

CLEAR NOT

CLEAR

COMPLICATED TOTAL

CUSTOMER

RESPONSE

16 59 19 8 102

COMPARISON CHART

~ 47 ~



CUSTOMER RESP ONSE TOWARDS SMART POSTPAID M

BILLS

CLEAR

57%

COMPLICATE8%

NOT CLE A

19%

VERY CLEA

16%VERY CLEAR

CLEAR

NOT CLE AR

COMPLICATE

ANALYSIS: - According to our research out of 102 SMART customers, 16% of


customers responded not clear and 8% of the customers responded complicated about

the clarity of bills provided by SMART postpaid mobile respectively.

13. Customer perception towards service support and signal strength

provided by different operators in Mobility Department.

13.1 Customer perception towards service support and signal strength provided by

IDEA in mobility department.

COMPARISON TABLE

RATINGS Good Average Poor TOTALCUSTOMER

RESPONSE

740 400 60 1200

COMPARISON CHART

~ 48 ~



ANALYSIS: - According to our research out of 1200 respondents, 62% of customers

response are good, 33% of customers response are average and 5% of customers

response are poor about the service and signal strength provided by IDEA in mobilitydepartment respectively.


AIRTEL in mobility department.

COMPARISON TABLERATINGS Good Average Poor TOTAL

CUSTOMER

RESPONSE

660 420 120 1200

COMPARISON CHART

~ 49 ~

CUSTOMER RESPONSE FOR SERVICE AND SIGNAL PROVIDED BY

AIRTEL MOBILITY

Good, 740, 62%

Average, 400, 33%

Poor, 60, 5%

Good

Average

Poor



ANALYSIS: - According to our research out of 1200 respondents , 55% of customers


response are poor about the service and signal strength provided by AIRTEL inmobility department respectively.


TATA INDICOM in mobility department.

COMPARISON TABLE


CUSTOMER

RESPONSE

450 520 230 1200

COMPARISON CHART

~ 50 ~

CUSTOMER RESPONSE FOR SERVICE AND SIGNAL PROVIDED BY

IDEA MOBILITY

Good, 660, 55%Average, 420, 35%

Poor, 120, 10%

Good

Average

Poor



CUSTOMER RESPONSE FOR SERVICE AND SIGNAL PROVIDEBY TATA INDICOM MOBILITY

Average, 520,

43%

Poor, 230,

19%

Good, 450,

38%Good

Average

Poor

ANALYSIS :- According to our research out of 1200 respondents , 38% of customers


response are poor about the service and signal strength provided by TATA INDICOM

in mobility department respectively.


RIM in mobility department.

COMPARISON TABLE


CUSTOMER

RESPONSE

590 512 98 1200

COMPARISON CHART

~ 51 ~



CUSTOMER RESPONSE FOR SERVICE AND SIGNAL

PROVIDED BY RIM MOBILITY

Good, 590,

49%

Average, 512,

43%

Poor, 98,

8%

Good

Average

Poor

ANALYSIS: - According to our research out of 1200 respondents, 49% of customer’s

response are good, 43% of customer’s response are average and 8% of customer’s

response are poor about the service and signal strength provided by RIM in mobility

department respectively.


BSNL in mobility department.

COMPARISON TABLE


CUSTOMER

RESPONSE

460 450 290 1200

COMPARISON CHART

~ 52 ~



CUSTOMERS RESPONSE FOR SERVICE AND

SIGNAL PROVIDED BY BSNL MOBILITY

Poor, 290,

24%

Average, 450,

37.5%

Good, 460,

38.3%Good

Average

Poor

ANALYSIS: - According to our research out of 1200 respondents, 38.3% of

customer’s responses are good, 37.5% of customer’s responses are average and 24%

of customer’s response are poor about the service and signal strength provided by

BSNL in mobility department respectively.


SMART in mobility department.

COMPARISON TABLE


CUSTOMER

RESPONSE

495 550 155 1200

COMPARISON CHART

~ 53 ~



CUSTOMERS RESPONSE FOR SERVICE AND

SIGNAL PROVIDED BY SMART MOBILITY

Poor, 155,

13%

Average, 550,

46%

Good, 495,

41%Good

Average

Poor

ANALYSIS: - According to our research out of 1200 respondents, 41% of customer’s

responses are good, 46% of customer’s responses are average and 13% of customer’s

response are poor about the service and signal strength provided by SMART in

mobility department respectively.

14. Problem faced by the customers in Mobility Department Operator

Wise.

14.1 Problem faced by the customers of AIRTEL mobility department.

COMPARISON TABLE SAMPLE SIZE= 1200TYPE OF

PROBLEMS

CUSTOMER

CARE

CALL

RATES

VOICE

CLARITY

AFTER

SALES

SERVICE

NETWOR

K

PROBLEM

BILLIN

G

COVERAGE

AREA

NUMBER OF

CUSTOMERS

204 76 99 74 149 437 171

COMPARISON CHART

~ 54 ~



PROBLEM FACED BY CUSTOMERS OF AIRTEL MOBILITY

CUSTOMER CARE,

204, 17%

CALL RATES,

76, 6%

VOICE CLARITY,

99, 8%

AFTER SALES

SERVICE,

74, 6%

NETWORK

PROBLEM,

149, 12%

BILLING,

437, 37%

COVERAGE AREA,

171, 14%

CALL RATES

CUSTOMER CARE

VOICE CLARITY

AFTER SALES

SERVICE

NETWORK PROBLEM

BILLING

COVERAGE AREA

ANALYSIS :- According to our research out of 1200 respondents we find that 17%

of AIRTEL customers are having problem with customer care, 6% customers are

having problem with call rates, 8% customers are having problem with voice

clarity,6% customers are having problem with after sales service,12% customers are

having problem with network conjection,37% i.e. maximum customers are having

problem with billing and 14% customers are having problem with coverage area.

14.2 Problem faced by the customers of IDEA mobility department.

COMPARISON TABLE SAMPLE SIZE= 1200

TYPE OF

PROBLEMS

CUSTOMER

CARE

CALL

RATES

VOICE

CLARITY

AFTER

SALES

SERVICE

NETWOR

K

PROBLEM

BILLIN

G

COVERAGE

AREA

NUMBER OF

CUSTOMERS

110 310 83 145 84 203 265

COMPARISON CHART

~ 55 ~





PROBLEM FACED BY CUSTOMERS OF RIM MOBILIT

NETWORK

PROBLEM,

307, 26%

AFTER SALES

SERVICE,

227, 19%

VOICE CLARITY,

95, 8%

CALL RATES,

86, 7%

CUSTOMER CARE,

315, 26%

COVERAGE AREA,

65, 5%

BILLING,

105, 9%

CUSTOMER CARE

CALL RATES

VOICE CLARITY

AFTER SALES

SERVICE

NETWORK PROBLEM

BILLING

COVERAGE AREA

ANALYSIS :- According to our research out of 1200 respondents we find that 26%

of RIM customers i.e. maximum customers are having problem with customer care,7% customers are having problem with call rates, 8% customers are having problem

with voice clarity,19% customers are having problem with after sales service,26%

customers are having problem with network conjection,9% customers are having

problem with billing and 5% customers are having problem with coverage area.

14.4 Problem faced by the customers of BSNL mobility department.


TYPE OF

PROBLEMS

CUSTOMER

CARE

CALL

RATES

VOICE

CLARITY

AFTER

SALES

SERVICE

NETWOR

K

PROBLEM

BILLIN

G

COVERAGE

AREA

NUMBER OF

CUSTOMERS

150 79 286 136 385 117 47

COMPARISON CHART

~ 57 ~



PROBLEM FACED BY CUSTOMERS OF BSNL MOBILITY

NETWORK

PROBLEM,

385, 31%

AFTER SALES

SERVICE,

136, 11%

VOICE CLARITY,

286, 24%

CALL RATES,

79, 7%

CUSTOMER CARE,

50, 13%

COVERAGE AREA,

47, 4%

BILLING,

117, 10%

CALL RATES

CUSTOMER CARE

VOICE CLARITY

AFTER SALES

SERVICE

NETWORK

PROBLEM

BILLING

COVERAGE AREA

ANALYSIS:- According to our research out of 1200 respondents we find that 13%

of BSNL customers are having problem with customer care, 7% customers are having

problem with call rates, 24% customers are having problem with voice clarity,11%

customers are having problem with after sales service,31% i.e. maximum customers

are having problem with network conjection,10% customers are having problem with

billing and 4% customers are having problem with coverage area.

14.5 Problem faced by the customers of SMART mobility department.


TYPE OF

PROBLEMS

CUSTOMER

CARE

CALL

RATES

VOICE

CLARITY

AFTER

SALES

SERVICE

NETWOR

K

PROBLEM

BILLIN

G

COVERAGE

AREA

NUMBER OF

CUSTOMERS

209 93 101 189 225 95 298

COMPARISON CHART

~ 58 ~



PROBLEM FACED BY CUSTOMERS OF SMART MOBILITY

AFTER SALES

SERVICE,

189, 16%

VOICE CLARITY,

101, 8%

CALL RATES,

93, 8%

CUSTOMER CARE,

209, 17%COVERAGE AREA,

298, 24%

NETWORK

PROBLEM,

225, 19%

BILLING,

95, 8%

CUSTOMER CARE

CALL RATES

VOICE CLARITY

AFTER SALES

SERVICE

NETWORK

PROBLEM

BILLING

COVERAGE AREA

ANALYSIS:- According to our research out of 1200 respondents we find that 17%

of SMART customers are having problem with customer care, 8% customers are

having problem with call rates, 8% customers are having problem with voiceclarity,16% customers are having problem with after sales service,19% customers are

having problem with network conjection,8% customers are having problem with

billing and 24% i.e. maximum customers are having problem with coverage area.

15. Brand comparison among different mobile operators including both

Prepaid and postpaid Department.

COMPARISON TABLE SAMPLE SIZE=1200

OPERATORS AIRTEL IDEA TATA RIM BSNL SMART HUTCH

CUSTOMER

RESPONSE

276 170 72 246 182 121 120

COMPARISON CHART

~ 59 ~



ANALYSIS :-According to our research we find that out of 1200 customers , most of

the customer i.e. 276 has chosen AIRTEL as the best brand among different mobile

operators, then comes RIM with 246 customers, then comes BSNL with 182customers, then comes IDEA with 170 customers, then comes SMART with 121

customers, then comes HUTCH with 120 customers and at last comes TATA

INDICOM with only 72 customers.

16. Comparison of customers using both postpaid as well as prepaid

Mobile service of the same operator.

COMPARISON TABLE

OPERATORS AIRTEL IDEA TATA RIM BSNL SMART TOTAL

PREPAID

USERS

96 93 10 121 94 86 500

POSTPAID

USERS

134 129 17 162 156 102 700

~ 60 ~

BRAND COMPARISON AMONG DIFFERENT MOBILE OPERATORS

276

170

72

246

182

121

120

0

50

100

150

200

250

300

AIRTEL IDEA TATA RIM BSNLSMART

HUTCH

OPERATORS

AIRTEL

IDEA

TATA

RIM

BSNLSMART

HUTCH



COMPARISON CHART

NUMBER OF CUSTOMERS USING POSTPAID AND PREPAID

MOBILE OF SAME OPERATOR

96 93121

94 86

134 129

162

156

102

1017

0

50

100

150

200

250

300

AIRTEL IDEA TATA RIM BSNL SMART

MOBILE OPERATORS

N O S . O F C U S T O M E R

POSTPAID USERS

PREPAID USERS

ANALYSIS :- According to our research we find that in both prepaid and postpaid

mobile maximum number of customers are taking the service of RIM, then comes

BSNL, then comes AIRTEL, then comes IDEA, then comes SMART and finally

comes TATA INDICOM , this rating is done by taking both prepaid and postpaid

connection as a whole.

17. Comparison between Landline and Mobility departments in terms of

their number of connections.

COMPARISON TABLE

TELECOM

DEPARTMENTS

LANDLINE MOBILITY TOTAL

NUMBER OF

CUSTOMERS

1332 1200 2532

IN % 52.6% 47.4% 100%

~ 61 ~



COMPARISON CHART

COMPARISON BETWEEN LANDLINE AND MOB ILITY IN TER MS OFNUMBER OF C ONNECTIONS

13321200

52.60% 47.40%

0

200

400

600

800

1000

1200

1400

LANDLINE MOBILITY

TELECOM DEPARTMEN

N O . O F C O N N E C T I O N S

ANALYSIS :- According to our research we find that out of our sample size,52.6%

are landline connections and 47.4% are mobility connection in Raipur city. So number

of landline connections is more than that of mobile connections.

18. Comparison between Landline and Mobility in terms of monthly

Revenue generated by them.

COMPARISON TABLE

TELECOM

DEPARTMENTS

LANDLINE MOBILITY TOTAL

MONTHLY

REVENUE IN Rs.

18,91,928 11,85,541 30,77,469

IN % 61.5% 38.5% 100%

COMPARISON CHART

~ 62 ~



COMPARISON BETWEEN LANDLINE AND MOBILITY IN TERMS OF MONTH

REVENUE GENERATED BY THEM

MOBILITY

REVENUE,

Rs.11,85,541

38.50%

LANDLINE

REVENUE,

Rs.18,91,928

61.50%

LANDLINE

MOBILITY

ANALYSIS :- According to our research, by comparing landline and mobility in

terms of their monthly revenue, we find that maximum revenue was generated by

landline department i.e. Rs.18,91,928 which was 61.5% of the total revenue where as

mobility department generates monthly revenue as Rs.11,85,541 which was 38.5% of

the total revenue. So landline department generates more monthly revenue than

mobility department because they have more number of connections then mobility.

19. Comparison of level of customer using single as well as multiple

Operators in mobility.

COMPARISON TABLE

NUMBER OF

OPERATORS

ONE

OPERATOR

MULTIPLE

OPERATORS

TOTAL

NUMBER OF

USERS

876 324 1200

IN % 73% 27% 100%

COMPARISON CHART

~ 63 ~



C O M P A R IS O N O F L E V E L O F C U S T O M E R S U S I N G S IN G L E A S

MULT IPLE OPE RATORS IN MOB IL ITY

87 6

324

0

200

400

600

800

1000

O NE O P ER AT O R MU LT IP LE O P E RAT O RS

NO. OF OP E RAT O

N O . O F C U S T O M E R S O N E

O PER AT O R

MULTIPLE

O PER AT O R

ANALYSIS: - According to our research we find that out of 1200 mobile customers,

876 i.e. 73% customers are using only single mobile operator and 324 i.e. 27%

customers are using more than one mobile operators.

20. Comparison of number of connections in different segments of the

Telecom market.

COMPARISON TABLE

SEGMENTATION

OF TELECOMMARKET

CORPORATE SME RETAILER TOTAL

NUMBER OF

CONNECTION

132 288 780 1200

IN % 11% 24% 65% 100%

COMPARISON CHART

~ 64 ~



SEGMEN TATION OF TELECOM MAR

780

288

132

65%

24%

11%

0

100

200

300

400

500

600

700800

900

CORPORATE SME RETAILER

TELECOM SEGMENT

N O . O F C O N N E C T I O N S

ANALYSIS :- According to our research we find that the telecom market is divided

into three segments and they are corporate segment, small and medium scale

enterprises (SME) segments and retail segment. So as per our sample size i.e. 1200,

we find that 132 i.e. 11% connections are occupied by corporate segment, 288 i.e.

24% connections are occupied by SME segment and maximum 780 i.e. 65%

connections are occupied by retail segment.

~ 65 ~



CHAPTER – IV

MAIN FINDINGS, CONCLUSION

MAIN FINDINGS

1. Among different Landline operators at Raipur city, Idea is having

minimum number of landline connection i.e. 34.6%, and Bsnl comes in first

position with 48% Landline connections as compare to other landline operators.

2. In MOBILE connections maximum monthly revenue was generated by

Airtel with 30% of the total MOBILE revenue generated by all the operators.

IDEA hold the second position with 27% monthly revenue.

3. In CELLULAR department IDEA provide best service as compare to

other CELLULAR operators at Raipur city.

~ 66 ~



4. As far as clarity of POSTPAID bills is concerned, IDEA provide the

most clear POSTPAID bill and AIRTEL comes in SECOND position as compare

to other CELLULAR operators.

5. The best telecom brand in CELLULAR department at Raipur city is

IDEA because of its service, then in second position comes AIRTEL third

position is carried by Reliance and at fourth position comes BSNL. .

6. Among different prepaid mobile operators at Raipur city, Rim is

having maximum number of prepaid users and IDEA comes in second position

with prepaid users as compare to other prepaid mobile operators.

7. In Prepaid mobile connection maximum monthly revenue was

generated by AIRTEL with 30% of the total prepaid revenue generated by all the

operators. IDEA hold the second position with 27% monthly revenue.

8. As far as life time prepaid customers is concerned, Airtel is having

maximum life time prepaid customers among different prepaid mobile operators

at Raipur city.

9. According to our research we find that, Among different Postpaid

mobile operators at Raipur city, Airtel is having maximum number of Postpaid

mobile users i.e. 23%, and then in second position comes Bsnl with 22% users and

Rim hold the third position with 19% Postpaid users as compare to other Postpaid

mobile operators.

10. In Postpaid mobile connection maximum monthly revenue was

generated by Airtel with 21.2% of the total postpaid monthly revenue generated

by all the operators. Then in second position comes Bsnl with 19.8% monthlyrevenue and Rim hold the third position with 18.2% monthly revenue as compare

to other postpaid mobile operators.

11. As far as clarity of postpaid mobile bills is concerned, Airtel provide

the most clear postpaid mobile bill, then Rim in second position followed by Bsnl

in third position as compare to other postpaid mobile operators.

~ 67 ~



12. Among different mobility operators, Airtel provide the best Service

support and signal strength where as Bsnl provide the poor service support and

signal strength as compare to other mobility operators.

13. The customers of Airtel mobility are having the main problem of

Customer care service, Clarity of bills and less coverage area in some areas.

14. Best telecom brand in mobility according to customers of Raipur is

Airtel.

15. In Raipur city the Percentage of landline connections is 52.6% where

as that of mobile connections is 47.4%.

16. In Raipur city monthly revenue generated by Landline connection is

Rs.18, 91,928 i.e. 61% and that of Mobility is Rs.11, 855, 41 i.e. 39% of the total

telecom revenue.

17. According to our research we find that in Raipur city 27% of mobile

users are using multiple operators and 73% of mobile users are using single

operator.

18. Scheme and tariff plans are frequently changed by Airtel mobility with

out prior and proper information and new scheme should not be properly given to

customers.

19. As far as Segmentation of telecom market is concerned, there are 11%

corporate connections, 24% SME connections and 65% Retail connections.

20. According to our research we find that in some parts of Raipur city

there is very weak network and Coverage of Airtel and these areas are Dindayal

upadhya nagar, Hirapur, Urla industrial area and siltara industrial area.

CONCLUSION

The main objective of my research project “An Analytical study of Telecom

Market with special reference to IDEA at Raipur” was to find out the actual position

of Telecom Market including at Raipur city, actual position includes number of

~ 68 ~



CELLULAR connection held by different operators, revenue generated by different

operators in mobility , customer preference among different telecom operators, Brand

comparison, Customers perception towards service, signal strength, billings, customer

care service provided by different operators and Segmentation of Telecom market etc.

After analyzing data I can say the actual position of Telecom Market at Raipur city.

The actual position of telecom market is that Landline connection of BSNL is

more than any other operators and AIRTEL occupy Second position; Maximum

monthly landline revenue is generated by BSNL; in landline department AIRTEL

provide best Service than any other operators; According to Telecom users of Raipur

the best Telecom Brand in Landline department is AIRTEL.

The actual position of Prepaid telecom market is that, Prepaid customers of

RIM is more than any other operators and IDEA occupy Second position; Maximum

monthly Prepaid revenue is generated by RIM; IDEA is having maximum life time

prepaid customers.

The actual position of Postpaid Telecom market is that, Postpaid Customers of

AIRTEL is more than any other operators and IDEA is in Second position. .

Maximum monthly Postpaid revenue is generated by IDEA and it also provide most

clear postpaid mobile bill than any other operator and in this IDEA is in second

position. According to Telecom users of Raipur the best Telecom Brand Mobility

department is IDEA because of its service, products, Network etc.

The Telecom market of Raipur is segmented into three Categories and they are

Corporate, SME and Retail, where Retail segment consist of maximum number of

connections then SME segment and finally corporate segments.

Although IDEA is best Telecom Brand but they have to improve the billing,

Customer care service, Coverage area to be remains at the top and maintain their

position. By improving all the drawbacks their Customers will increase and as a result

the number of connection also increases which ultimately leads to increase in their

Telecom Revenue.

~ 69 ~



CHAPTER – V

~ 70 ~



LIMITATIONS AND SUGGESTIONS

LIMITATIONS

~ 71 ~



During conducting this research, I came across the following limitations:-

1. The research period was very short to carry out the study.

2. Some times the respondents are not available at their place.

3. Some of the respondents refuse to give the important information best known

to them.

4. Most of retailers were busy with their customers.

5. Most of retailers’ shops were closed between 1pm to 5 pm.

6. I had got to go in sun and rain for data collection.

7. Doing a survey is very expensive for anybody.

8. I also faced transportation problems.

However in spite of these limitations all efforts have been put to make the

report correct, effective, genuine and fulfilling all the objectives of the Project report.

SUGGESTIONS

1. Though IDEA is one of the best telecom Brand but they have to

improve their landline and mobile bills in terms of clarity.

2. IDEA has to improve and increase coverage area in industrial area of

Raipur to capture more market share in telecom sector.

~ 72 ~



3. IDEA has to improve Customer care Service, so that they can provide

better Service to Customers.

4. They should provide proper information to their customers about thetariff plan and new scheme and in time.

5. As compare to RIM, IDEA also launch a recharge with unlimited and

free talk time. So as to give tough competition to other operators in mobility.

6. Top Up recharge should be come in Paper recharge.

7. As compare to other mobile operators IDEA should also Launch an

Scheme in they provide CDMA connections along with hand sets to give tough

competition to other operators in mobility and capture some part of that market, it

will increase their level of profit and provide variety in IDEA mobility.

8. Visibility should be increased by hoardings, Glow shine boards and

signage in the City, Industrial and Tribal areas, So that they can increase their

market shares in the Telecom market.

9. Tower should be established in Hirapur , Siltara and urla industarial

Area.

10. Rental of hello tune should be reduced.

11. Focus on Value added services like hello tunes, edge etc.

12. Roaming rental and outgoing rates in roaming should be reduced.

13. Customer executive should give correct information of the particular

telecom product, so that customer should be aware of each and every thing related

to that product.

14. More retail and C.E. education are required because schemes of IDEA

changed day by day.

15. Payout or claim should be given with in 15 days.

16. Wrong E-recharge claim should be settled within 3 days because AIRTEL and

Rim Settle with in 3 days.

~ 73 ~



~ 74 ~



ANNEXTURE

ANNEXTURE-I

AWARDS

1. Consecutively for two years 2007 and 2008, IDEA has been voted as the Best

Cellular Service in the country .

2. The Golden Peacock National Training Award for excellence in Training practices-

~ 75 ~



2008. .

ANNEXTURE-II

FACT SHEET

Name Bharti Airtel Limited.

Business

Description

Provides mobile, broadband & telephone (fixed line) and

enterprise services (carriers & services to corporate)

Established July 07, 1995, as a Public Limited Company

Proportionate RS 369,615 million (year ended March 31, 2009-Audited)

~ 76 ~



RevenueRs. 270,250 million (year ended March 31, 2008-Audited)


Proportionate

EBITDA




Shares in Issue 1,898,239,796 as at March 31, 2009

Listings

The Stock Exchange, Mumbai (BSE)

The National Stock Exchange of India Limited (NSE)

Market

Capitalisation

MarketCapitalisation

(asonMay15,2009)

Approx.Rs.1,518billion

Closing BSE share price = Rs. 799.80

Customer Base93,923,248 GSM mobile and 2,726,239 Telemedia Customers

(status as on March 31, 2009)

Operational

Network

Provides GSM mobile services in all the 22 telecom circles in

India, and was the first private operator to have an all India

presence.

Provides telemedia services (fixed line) in 95 cities in India.

Registered Office

Bharti Airtel Limited

~ 77 ~



(A Bharti Enterprise)

Aravali Crescent,

1, Nelson Mandela Road,

Vasant Kunj, Phase II,

New Delhi – 110 070, India

Tel.No.: +91 11 4266 6400

Fax No.: +91 11 4166 6137

Annexure III

DISTRIBUTION MODEL OF AIRTEL

Every Company has their own Distribution Model. This model tells us how

companies work. Means how they appoint distributor, what is the distribution

channel, what is their business procedure, how they track the sales; how they segment

the area, etc. the distribution model helps to know the entire above Question’s answer.

Distribution model of Airtel is very strong that is why they provide fast services.

~ 78 ~



Distribution Channel of Airtel

The distribution channel performs the work of moving goods from producer toconsumers. Channels normally describe a forward movement of products from source

to user in proper time. It includes distributors, wholesalers, retailers and agents. The

distribution channel of Airtel includes production house, circle office, zonal offices,

distributors, customer executives (field workers) retailers and consumers.

~ 79 ~



• Production House: - Production house is that place where the products & service

are produced and distributed to 23 Circle Office. Production house of Airtel is

~ 80 ~

ProductionHouse

Circle Office

Zonal Office

Distributors

Customer Executives

Retailers

Consumers

Production house is that place where the products & service are produced and distributed to 23 Circle Office.

There are 23 Telecom Circles in India where Airtel gives theservices of Mobility. Circle office gets products and services fromProduction House.

Each circle office is divided into zonal offices. There are 5 zonaloffices in M.P. /C.G. and at present Raipur is the Zonal Office of

Chhattisgarh.

Distributors are that person or firm who take theagency or franchisee of Airtel product for a specificdefined area. Zonal offices send good to their distributors. And there are 2 distributors in Raipur Zonal Office.

Customer Executive is a person whotakes the stock from distributor and sellsit to market or retailers.

Retailers are that person or firm or shop that take thestock from their customer executive and sell it toconsumers and customers.

Consumers are that person who are using the services of Airtel and takesthe goods from the retailers.



situated in Noida (U.P.). Production house sends goods, stocks to each circle

office.

• Circle office: - There are 23 Telecom Circles in India where Airtel gives the

services of Mobility. Circle office of M.P. /C.G. is situated in Indore. Production

house sends goods to Indore circle office.

• Zonal office: - Each circle office is divided into zonal offices. There are 5 zonal

offices in M.P. /C.G. and Raipur is one of them. And Raipur is the Zonal office of

Airtel in Chhattisgarh. Circle office of Indore sends stock to Raipur Zonal Office.

• Distributors: - Distributors are that person or firm who take the agency or

franchisee of Airtel product for a specific defined area. Raipur area divided into

two parts and there are 2 Distributors named as Shyaan Communication and

Deepak Electronic. Zonal Offices send good to their distributors.

• Customer Executive: - Customer Executive is the person who represents

company on the behalf of Distributor in the market. They are that person who

takes the stock from distributor and sell it to market or retailers. There are 7

Customer Executives in Raipur out of these there are 3 Customer Executives in

my Research area.

• Retailers: - Retailers are that person or firm or shops who are authorized to sell

Companies products and provide services. Retailers take the stock from their

customer executive and sell it to consumers / customers. There are more than 500

retailers in Raipur and out of that 296 comes under my research area.

• Consumers: - Consumers are that person who are using the services of Airtel and

takes the products from the retailers.

~ 81 ~



ANNEXTURE-IV

QUESTIONNAIRE

(TELECOM SURVEY)

Title: - " An Analytical study of Telecom Market with Special Reference to AIRTEL

at Raipur (C.G)".

NOTE: - Data collection is only for the academic purpose.

1. Name of Organization / Person: ________________________________________

_________________________________________

2. Address: _________________________________________

_________________________________________

3. Number of Employees: Contractual [ ] Full Time [ ]

4. Number of Landline Connection: ___________________ L L Revenue [ ]

5. Number of Landline Connection: COCP [ ] EOCP [ ] EOEP [ ]

6. Existing Mobile Operators: AIRTEL [ ] BSNL [ ] IDEA [ ]

SMART [ ] RIM [ ] TATA

[ ]

7. Average monthly bills amount: _______________________________________

8. Clarity of Mobile bills: Very Clear [ ] Clear [ ]

Not Clear [ ] Complicated [ ]

9. Mobile plan /scheme using: _______________________________________

~ 82 ~

Researcher

Sandeep Bajaj

Disha collegeRaipur (C.G)



10. If you are Prepaid User:

Company _________________________________________

Using since __________________________________________

Recharge Duration ________________________________________

Recharge Amount ________________________________________

11. Service Support: Good [ ] Average [ ] Poor [ ]

12. Signal Strength: Good [ ] Average [ ] Poor [ ]

13. What kind of problem you generally face?

_________________________________________________________________

_________________________________________________________________

14. Would you like to shift to another operator? (Please Specify Reason).

_________________________________________________________________

_________________________________________________________________

15. Which is the Best Telecom Brand and Why?

_________________________________________________________________

_________________________________________________________________

16. Any Suggestion for betterment of services for your mobile operator?

_________________________________________________________________

_________________________________________________________________

_________________________________________________________________

~ 83 ~



BIBLIOGRAPHY

BIBLIOGRAPHY

~ 84 ~



Bibliography includes references, books, magazines, web sites and newspapers that

are used during any research. I used following bibliography during my research project.

1. Books

• Kothari, C.R., Research Methodology, New Delhi, New Age International

Ltd.

• Kotler Philip, Marketing Management, 2003 Edition, “New Delhi”, prentice

hall of India.

2. Magazines

• Tele.Net February edition.

• Voice Data March edition.

~ 85 ~



WEBLIOGRAPHY

WEBLIOGRAPHY

~ 86 ~



Webliography includes web sites that are used during any research. I used following

Webiography during my research project.

INTERNET

• www.bharti.com.

• www.airtel.in.

• www.google.co.in

• www.airtelworld.com.

• www.coai.in.

• www.auspi.com.

• www.wikipedia.org.

http://www.bharti.com/

http://www.airtel.in/

http://www.google/

http://www.airtelworld.com/

http://www.auspi.com/

http://www.bharti.com/

http://www.airtel.in/

http://www.google/

http://www.airtelworld.com/

http://www.auspi.com/

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