How to increase 3G Penetration in India

Indian Institute of Social Welfare and Business Management

University of Calcutta

Sunil Kumar SinghSession # 2009-2012

Roll # 107/MBA/115009

Registration # 035095 of 1999-2002

Acknowledgement

I deem it is a privilege and pleasure in submitting the project “How to increase 3G penetration”, which is in partial fulfillment of the requirements of MBA program of Indian Institute of Social Welfare and Business Management , Kolkata.

I take this opportunity to specially thank my project mentor Mr. Siddhartha Kar, Senior Manager, Enterprise Business Marketing at Vodafone for his guidance and co-operation extended to me while completing this project.

It was indeed a great feeling and privilege to do my project with Vodafone East limited. I would also like to acknowledge the support extended by my colleagues and seniors in the organization who helped me in completing this project. I would like to thank Mr. Aveek Ganguly, DGM Credit and Collections, Vodafone, who allowed me to pursue this project for my MBA program. I will take this opportunity to also thank my Manager Mr. Shantanu Ghosh, Deputy Manager Credit and Collections, Vodafone, who provided all the help and support in completing this project.

I would also like to extend my sincere gratitude and profound thanks to my respective faculty members from IISWBM for their guidance in the conduct of this project.

Besides this, I would also like to place on record my thanks towards the innumerable people that I met during the course of research study. Due to the constraint of space, it would not be possible to name all of them.

Sunil Kumar Singh

Marketing-Major/ Finance- Minor

Table of Contents

1.Executive Summary

2.Vodafone Group Plc

3.Vodafone India

4.What is 3G

5.Global Overview of 3G

6.3G Scenario in India

7.Challenges & Drivers of Growth with Forecast

8.Problem Statement & Methodology

9.Analysis

10.Recommendation

11.Conclusion

12.References

13.Appendices-Questionnaire

Executive Summary• Over the last decade the telecom industry has grown at a staggering speed in terms of revenue as

well as subscriber additions. It can be said that the industry has completed its introduction and growth stage and has now entered into the maturity stage in terms of Voice usage

• The next growth is expected in the data services where the penetration is still low compared to the voice penetration. In India the mobile services is primarily used for voice and sms and the revenue from data services still account for only 14.5% compared to the total revenue of the telecom companies

• Internationally it has been observed that the data is growing faster that the voice in the mature telecom markets. It is also a fact that the revenue from Data services exceeds the revenue from voice in the developed economies, so it is imperative that the thrust in the coming years for Indian Telecom Companies lies in Data Penetration

• More importantly in India where revenue growth of the telecom companies has been slowing down because of hyper competitive environment and inability to increase prices due to competition. The contribution of data services needs to improve for the next level of growth in the telecom industry

• In the year 2009 we have seen a conscious effort by the telecom companies in this direction when they bid aggressively for the 3G licenses. The private sector telecom companies have launched the 3G services in the year 2011 in phased a manner

• Inspite of the superior technology and lightening fast speed for some reason the technology has not been accepted by the consumer’s whole heartedly

• In this project we try to understand the reason for the slow penetration of the 3G technology. The consumer mindset towards this technology what is there expectations and what is stopping them to adapt this technology

• The project has been conducted on a small scale. So it only represents the perceptions of the consumers. Had it been done on a larger scale it could have depicted the scenario on a more holistic way. Keeping in mind the economical and timely completion of this project, the sample sizes have been small. The greater sample size, if considered, might have produced a clearer picture

• Is a global telecommunications company headquartered in London, United Kingdom.It is the world's largest mobile telecommunications company measured by revenues and the world's second-largest measured by subscribers (behind China Mobile), with around 341 million proportionate subscribers as of November 2010.

• Vodafone operates networks in over 30 countries and has partner networks in over 40 additional countries.It owns 45% of Verizon Wireless, the largest mobile telecommunications company in the United States measured by subscribers.The name Vodafone comes from voice data fone, chosen by the company to "reflect the provision of voice and data services over mobile phones“

History

• In 1980, Sir Ernest Harrison OBE, chairman of Racal Electronics plc's, the UK's largest maker of military radio technology, agreed a deal with Lord Weinstock of General Electric Company plc to allow Racal to access some of GEC's tactical battlefield radio technology. Briefing the head of Racal's military radio division Gerry Whent to drive the company into commercial mobile radio, Whent visited GE's factory in Virginia, USA in 1980.

• In 1982, Racal's newly formed Racal Strategic Radio Ltd subsidiary won one of two UK cellular telephone network licences, with the other going to British Telecom. The network, known as Racal Vodafone, was 80% owned by Racal, with Millicom holding 15% and Hambros Technology Trust 5%. Vodafone was launched on 1 January 1985. Racal Strategic Radio was renamed Racal Telecommunications Group Limited in 1985. On 29 December 1986, Racal Electronics bought out the minority shareholders of Vodafone for GB£110 million.

• Under stock market pressure to realise full value for shareholders (the mobile unit was being valued at the same amount as the whole Racal group), in September 1988, the company was again renamed Racal Telecom, and on 26 October 1988, Racal Electronics floated 20% of the company. The flotation valued Racal Telecom at GB£1.7 billion. On 16 September 1991, Racal Telecom was demerged from Racal Electronics as Vodafone Group.

• On 28 July 2000, the Company reverted to its former name, Vodafone Group plc. In April 2001, the first 3G voice call was made on Vodafone United Kingdom's 3G network.

Vodafone Group PLC

• Vodafone India, formerly Vodafone Essar and Hutchison Essar, is the second largest mobile network operator in India after Airtel. It is based in Mumbai, Maharashtra and which operates nationally. It has approximately 144.99 million customers.

• On July 2011, Vodafone Group agreed terms for the buy-out of its partner Essar from its Indian mobile phone business. The UK firm paid $5.46 billion to its Indian counterpart to take Essar out of its 33% stake in the Indian subsidiary. It will leave Vodafone owning 74% of the Indian business, while the other 26% will be owned by Indian investors, in compliance with Indian law. On 11 February, 2007, Vodafone agreed to acquire the controlling interest of 67% held by Li Ka Shing Holdings in Hutch-Essar for US$11.1 billion, pipping Reliance Communications, Hinduja Group, and Essar Group, which is the owner of the remaining 33%. The whole company was valued at USD 18.8 billion. The transaction closed on 8 May, 2007. It offers both prepaid and postpaid GSM cellular phone coverage throughout India with good presence in the metros.

• Vodafone India provides 2.75G services based on 900 MHz and 1800 MHz digital GSM technology. Vodafone India launched 3G services in the country in the January-March quarter of 2011 and plans to spend up to $500 million within two years on its 3G networks.

Vodafone India

GPRS – Data service that was first provided on the hand held cell phone data services. GPRS is still widely used, but it is slow, with speeds upto 56kbps.

EDGE – Newer data technology now available from some service providers, it is much faster, with speed of upto 170kbps.

3G – 3G stands for third generation wireless telephone technology. It enhances your online experience with high speed mobile broadband, video calling, video streaming and much more on your mobile phone. With a 3G compatible handset and access to the 3G network you can make video calls, watch live TV and enjoy high speed internet.Next generation (3G) of mobile data service and is the fastest of the three data technologies at speeds approaching 384kbps.3G is short for third generation technology. It is used in the context of mobile phone standards. The services associated with 3G provide the ability to transfer simultaneously both voice and data.

3G Handsets – 3G enabled handsets are a must to experience 3G services. The handsets are primarily of two types.

HSPA speeds to be up to 14.4mbps or 21.6mbps depending upon the device. Handsets, USB dongles & data cards are available with HSPA technology support.

WCDMA is a 3G technology that supports only low 3G speeds comparable to the existing EDGE network.

3G Services offered by Vodafone in KolkataVideo Cafe, Video Blogging, Vodafone Newswrap, High speed internet, Faster Downloads, HD Gaming, Vodafone TV,

Video Calling

What is 3G?

Global Mobile vs. Desktop Internet user projection, 2007-2015E

  2010E 2011E 2012E 2013E 2014E 2015E

Mobile Internet Users (MM) 925 1160 1320 1560 1700 1990

Desktop Internet Users (MM) 1400 1490 1580 1620 1640 1690

Global 3G+ subscribers & Penetration Trend 2009-2014E

  2009E 2010E 2011E 2012E 2013E 2014E

3G Penetration 0.15 0.21 0.27 0.33 0.38 0.43

3G+ Users (MM) 688 1055 1503 1928 2348 2776

3G Penetration Region wise

  2009E 2010E 2011E 2012E 2013E 2014E

Western Europe 39% 54% 67% 77% 85% 92%

Japan 91% 96% 98% 99% 99% 100%

Asia Pacific (excluding Japan) 7% 13% 19% 25% 31% 37%

North America 38% 46% 54% 61% 67% 74%

Eastern Europe 9% 16% 26% 29% 34% 40%

Middle East & Africa 7% 12% 19% 25% 30% 35%

South & Central America 4% 7% 10% 12% 15% 17%

Global Overview of 3G

• The Indian wireless growth story is expected to continue for the next few years driven by declining total cost of ownership for consumers, although supply side challenges remain in urban as well as rural markets.

•3G networks are expected to significantly enhance user experience of existing data services, with limited introduction of video and other high bandwidth services by carriers; data ARPU of 3G subscribers is expected to be initially dominated by data connectivity charges.

•One of the primary objectives of introduction of 3G is increasing penetration of internet and broadband across the wireless user base in India.

•However, to help 3G really gain adoption among consumers, development of a mobile VAS ecosystem is critical

• 3G services will enable consumers hold video conferences on the move, and watch live TV. The overall public access would increase immensely as people can be reached on a multi media mode. There is also tremendous scope in the field of inclusive banking, as MPESA has shown in Kenya, should the banking regulations in India relax somewhat.

3G Scenario in India

• High input fees for the 3G services licenses

• High CAPEX cost for building necessary infrastructure for rolling out 3G services

• Expensive 3G handsets

• Lack of coverage because it is still new service

• High prices of 3G mobile services

• Lack of 2G mobile users buy in for 3G wireless services

• Uncertainty over 3G roaming pact between Vodafone Airtel & Idea

• Lack of adequate content specially in vernacular language

• If 4G gains momentum faster, then given the superior data speeds and connectivity, it could overtake the 3G

• Policy uncertainty between Telecom Ministry, TRAI & DOT

Challenges in the Indian 3G Market

•The industry ARPU (2G and 3G) will decrease to USD 4.1 at a CAGR of -3.1%, buoyed by increasing revenues from 3G. The share of VAS ARPU will increase from the current level of 9% to 23%.

•3G subscriber base is projected to reach 89.9 mn (67.5 mn handset and 22.4 mn modem subscribers), forming approximately 12% of the overall wireless subscriber base by 2013.

•Blended 3G ARPU (from handset and modem subscribers) is expected to decline from USD 19.1 in 2009 to USD 17.3 in 2013.

•3G industry revenues for India (including both handsets and modems) are projected to be USD 15.8 billion for 2013 with data (access and content) contributing 43% of total 3G revenues.

•The 3G device market size in 2013 is expected to reach USD 11.2 bn with sales of 81.3 mn devices

•The overall broadband subscriber base (including wireline, 3G modem and BWA) is projected to grow to 46 mn users by 2013

•3G service revenues are expected to reach USD 15.8 bn in 2013 with 3G modems contributing 19% of the total.

•3G device revenues will be USD 11.2 bn in 2013 with the high price handsets segment contributing 59% of revenues.

•Over one hundred million 3G broadband subscribers by 2015. Initially, the spread of mobile broadband services will be limited almost exclusively to urban India. However, by 2015 rural subscribers are likely to comprise 24% of overall 3G subscriber base.

•Mobile broadband services will generate incremental revenue of 940 billion in 2015 Bn for telecom industry as a whole.

•According to a latest report by PricewaterhouseCoopers (PwC). The number of 3G subscriber is projected to cross 107 million by 2015, growing at a CAGR of 190% between 2011 and 2015.

•With a price-war among telecom service providers and rapid adoption and usage of mobile broadband and 3G services, total revenue from 3G subscribers is expected to reach `26,400 crore by 2015 growing at a CAGR of 150%, of which 10,200 crore will be from data services. 

Drivers of Growth with Forecast

• The 3G market in spite of all the investment and high speed data services is not being able to penetrate the market as desired. The companies have invested huge amount of money to roll out the services. Inspite of superior technology and super fast downloads and uploads speed the technology has not been adopted by the consumers as desired.

• The project is aimed to understand the reason for such slow penetrations and to identify the Gaps which need to be bridged in order to penetrate the market as desired. It will also help in getting insights of the consumer’s mindsets on this low penetration and the reason for such slow adaptation.

Methodology

• Research Design – Here, the purpose of the research study is to find out the attitudes of the consumers. It attempts to describe the situation accurately which can help to take necessary steps. Since the information from any given sample of population elements has been collected only once, It is a cross sectional research design.

• Sampling Design – Since, the study tries to describe the situation accurately, accuracy becomes a major consideration. So the design has to minimize bias and maximize the reliability of the information. So, probability sampling design should be considered and random sampling should be taken as the preferred mode of data collection. But, convenience sampling has been considered due to practical reasons.

• Data Collection – Survey method has been followed to collect the data. As the sole intention of the project was to find out the insights of the consumers psyche and the factors that play while choosing a new technology. The questions are a mix and match of both open and close ended. Close ended questions are used to prepare the structured framework of the research while the open-ended questions help to understand the deeper insights of consumer psychology.

• Safeguard against bias and unreliability has been ensured with due concern for economical and timely completion of the project. The questionnaire has been given at the appendices at the end of the report.

Problem Statement

Analysis

Views: - 83% of the respondents are using the mobile phone for both personal as well as business purpose. This clearly reflects the penetration of the mobile technology in our professional as well as personal lives. As a marketer we need to develop products keeping this in mind.

Service Provider

Aircel

Airtel

BSNL

Others

Reliance

Vodafone

Usage of Mobile Phone

Buisness & Personal

Buisness

Personal

Service Provider

Usage of Mobile Phones

Handset Technology

Handset Technology

2G

3G HSPA

CDMA

Views: - Nearly 93% of respondents are using GSM technology. This is good sign as the 3G technology works on GSM technology and this will help in adaptation of this technology. More importantly 33% of respondents are already using 3G HSPA handset which supports 3G technology and the company can focus on this customers immediately to increase the penetration.

Internet Users

Internet Users

No

Yes

Views: - 97% of the respondents are using internet services in some form or the other. Either thru Bradband/2G Technology/3G Technology/CDMA Technology. This reiterates the fact that the next technology boom will happen in the data services as it is happening in the other developed economies of the world. Please note the respondents of this survey are primarily from the urban areas and hence reflecting the views of the respondents of the Urban India.

Internet Access

Home

Home & Mobile

Home & Office

Home & Office & Mobile

Mobile

NO

Office & Mobile

Views: - If we analyse the data we can says that nearly 80% of the respondents are accessing the internet from there home. While 57% are accessing from there workplace and around 57% thru their handsets. The percentage of people accessing the internet from there workplace could have been higher but there are few organisation which do not allow there employees to access internet from there office PC.

Internet via Handset

No

Yes

Views: - 70% of the respondents are using there handsets to access the internet. There is a disconnect with the above analysis where the figure was only 57% so on the safer side we can assume that the number of people accessing the internet thru there handset is between 55% to 70%.

Internet Access

Have you used your handset to access internet.

3G Awarness

No

Yes

Experienced 3G

No

Yes

3G Awareness

Experienced 3G

Views: - The 3G awareness is very high almost 97%. “In the introduction phase (product life cycle) sales may be slow as the company builds awareness of its product among potential customers”. We can say that the companies have done a remarkable job in creating the awareness in the customers mind regarding the product. Now the companies need to take the next step to increase penetration this can be done thru different strategies such as rapid skimming or slow skimming alternatively the company can also approach rapid penetration or slow penetration depending upon its marketing strategies.

Views: - 73% of the respondents have experienced 3G services so we can say that a large percentage of the population are aware to a certain extent what the technology is offering to them.

3G Penetration

NO

Yes

Barrier for 3G

Expensive Handsets

Expensive Plans

Expensive Plans &Expensive handsets

Expensive Plans & Nounlimited Plans

No Unlimited Plans

Others

3G Penetration

Barriers for 3G penetration

Views: - Only 13% of the respondents are using 3G services. Inspite the fact that the survey was conducted in the city of Kolkata primarily in the posh areas. The figures will be even lower if the sample size is increased and population across the urban and rural areas are taken. Also to be noted that all the respondents are using the 3G services thru there handsets and none of the respondents are using the 3G technology thru there dongles.

Views: - Nearly 73% of the respondents feel that he 3G services are expensive. Whereas only 30% feel that the expensive handsets are a barrier for 3G adoption. There were others who had different such as the technology is not required or there company will not pay for the services or it is not required etc.

2G Speed(Satisfaction)

Neutral

NO

Yes

ARPU-Average Revenue Per User

1500-3000

500-1000

500-1500

Above 3000

Less than 500

2G Speed Satisfaction

Views: - 50% of the respondents are happy with the speed that the are getting on there 2G networks and only 23% are dissatisfied. On probing it was observed that primarily users are using there handsets to access sites such as Facebook/Orkut/Twitter etc primarily for browsing purpose and very little downloads. The users are using there broadband / dongles (CDMA/2G) for downloads. We can say that although the users have experienced the 3G technology but they have not experienced the 3G downloading capabilities and hence they are satisfied with the present speed which they are getting. We as a marketer need to create that differential product in the customer’s mind where they can differentiate between a 2G technology and a 3G technology and they can demand the higher price difference. It is like a difference between a Family car and a fully loaded sports car. The higher price needs to be justified by higher value in the customer’s minds.Views: - 47% of the respondents are spending less than Rs500 on there mobile bills. Only 17% of the respondents are spending more than Rs1500.

• Build Value proposition – we can say that presently value proposition is not clear in the consumers mind. The Indian consumers are believed to be value for money but then we should not forget that this is the country where BMW is selling 1000+ vehicles every month so as a marketer we need to emphasize on the benefits associated with the technology and how it can improves our lives. We need to justify the higher prices and the customer should be willing to spend this amount for the added benefits.

• Targeted Approach – The awareness is very high among the consumers now we need to focus on the target customers.

• The company can target the consumers who are using 3G HSPA Handsets.• The company can provide 2 days of free 3G usage to this target customers. So that they can

differentiate between 2G and 3G speeds.

• Bundled Offers – The company should focus on more bundled products. Apart from focusing on bundled products with Samsung Galaxy Tab it should also offer bundled offers along with affordable 3G Handsets.

• Developments of Apps - The company should develop apps keeping in mind the taste of the local preferences. For Ex. For Kolkata the company can develop an app where the customer can directly access and download Satyajit Ray’s movies or Download Rabindrasangeet.

• Special Offers – Initially when penetration is low the company can provide discounted rates for 3G data usage during low peak hours.

• Tie Ups – The company should tie up white good manufacturers such as DELL/HP etc to promote Vodafone 3G dongles along with there products.

Recommendation

3G Experience Zones – The company should have more 3G experience zones such as in a Mall, Multiplex, SEZ where the customers can experience the product to create awareness about the product.

CUG Plans – The company should incorporate 3G services inside the corporate CUG plans.

Cheaper Handsets – The company should promote the development of cheaper 3G enabled handsets which is very crucial for faster 3G penetration.

Economical Plans – The biggest deterrent for 3G penetration has been identified as the expensive 3G plans. The company should try to bring economical plan for its customers. The present 3G plans for Vodafone Kolkata is mentioned below.

Postpaid

Category Rental Allowance (MB/GB)

Mobile Internet 100 100MB

Mobile Internet 375 500MB

Mobile Internet 850 3GB

Mobile Internet 1250 5GB

Integrated Plans 1000500MB+1000 Mins+1000 SMS

Mobile Broadband 650 1GB

Mobile Broadband 850 3GB

Mobile Broadband 1250 5GB

Usage beyond allowance 2p/10kb

Prepaid

Category Rental Allowance (MB/GB)

Mobile Internet 103 100MB

Mobile Internet 375 500MB

Mobile Internet 850 3GB

Mobile Internet 1250 5GB

Integrated Plans 502 500MB+500 Mins+500 SMS

Integrated Plans 10021000MB+1000 Mins+1000 SMS

Mobile Broadband 650 1GB

Mobile Broadband 3250 6GB

Mobile Broadband 4250 18GB

Mobile Broadband 6250 30GB

Usage beyond allowance 10p/10kb

Conclusion• To conclude we can say that the advantages outweighs the challenges which is presently

responsible for the slow penetration of the 3G services.

• Any new products passes though the five stages in the process of adopting a new product or services.

• Awareness – Interest – Evaluation – Trial – Adoption• We can assume that presently the 3G services are in the initial stages of its adoption process. It is

only a matter of time before this technology is adapted in India as it has happened across the Globe.

• The future of the telecom industry lies in the growth of data services and 3G technology will enable this phenomenon growth. The present contribution of the Data & VAS services is only 14.5% whereas globally the contribution is in excess of 40%. Faster 3G penetration will enable the company to grow faster. In the present context where the revenue from basic services are slowing down and also in the last couple of quarters where subscriber addition has also shown signs of slowing down it is extremely important that the 3G services penetrates quickly and start contributing towards the revenue.

• The company has already invested huge amount of money for acquiring 3G licenses and rolling out infrastructure for the 3G services. The company needs to recover this cost at the earliest and start to contribute towards the top line and the bottom line of the company. The company needs to focus on its sales and marketing strategies so that the product starts penetrating the market at a faster pace. The company needs to build a value proposition in the consumers mind.

• The government also needs to help in the growth of the services by providing policy stability. The roaming pact issue needs to be resolved at the earliest. Any negative news on this front will be a negative for the growth of the 3G services.

•Marketing Management by Philip Kotler

•Principles of Marketing by Philip Kotler and Gary Armstrong

•India Today Magazine

•Economic Times

•http://www.wikipidea.com

•http://knowledgefaber.com/index.php?option=com_content&view=article&id=51&Itemid=42

•http://knowledgefaber.com/index.php?option=com_content&view=article&id=51&Itemid=42

•http://industrytracker.wordpress.com/2010/08/26/3g-growth-in-india-positive-forecast-by-pwc/

•http://www.isb.edu/sritne/File/3GTechonolgy-ByArunSharma.pdf

•http://www.trai.gov.in/reports_list_year.asp

References

AppendicesQuestionnaire:How to increase 3G Penetration

(The purpose of this questionnaire is to collect data for the MBA project. All data will be kept confidential and used anonymously for analytical purposes only.)

A. General Information(Please tick (V) inside the bracket for your answer)

1. Sex: ( ) Male ( ) FemaleAge: ( ) Under 20 ( ) 20-40 ( ) Above 40 2. Occupation: ( ) Government Staff ( ) Employee in Private Company

_________________(Company Name) ( ) Self Employed _________________ ( Type of business) ( ) Student ( ) Others ( ) House Wife

3. Education Background: ( ) University degree and above ( ) High School ( ) Elementary

4. What is the usage of mobile phone services for you? ( ) Mainly for leisure/personal ( ) Mainly for business ( ) Both leisure and business

5. What is your monthly income per month? ( ) Below 10000 ( ) 10000-25000 ( ) 25000-50000 ( ) 50000-100000 ( ) 100000 and above

6. Type of mobile phone you currently use (example: IPhone/Nokia Lumia): ………

It supports: ( ) 2G ( ) 3G HSPA Enabled ( ) CDMA ( ) 3G-R-99 B. Basic Information

(Please tick (V) inside the bracket for your answer) 1. Do you use internet?

( ) Yes ( ) No 2. How Do you access internet ( You can select more than one)

( ) Home ( ) Office ( ) Mobile 3. Have you used your handset to access internet? ( ) Yes ( ) No

4. How much to you spend on mobile bills? ( ) Less than 500 ( ) 500-1500 ( ) 1500-3000 ( ) Above 30005. Are you aware of 3G services? ( ) Yes ( ) No 6. Have you experienced 3G services? ( ) Yes ( ) No 7. Which service provider are you using for internet services (Data)? ( ) Vodafone ( ) Airtel ( ) Tata Photon ( ) Reliance ( ) BSNL ( ) Others please specify8. How much to you spend on Data? ( ) Less than 500 ( ) 500-1500 ( ) 1500-3000 ( ) Above 3000

C. Other Information (Please tick (V) inside the bracket for your answer)The mobile phone is no longer just a means for voice-calling and SMS. It is now also used for high speed data transfer. Accessing the internet, downloading and uploading files at high speeds to save time and enhance convenience. It also supports Live TV, Video calls etc.

1.Specific to 3G, what kind of 3G services would you really like to use? From the list below, please rank at least 4 services, by writing:1 = for the most favorite service 3 = for the 3rd

2 = for the 2nd 4 = for the 4th ( ) Video call( ) Mobile TV( ) Mobile Internet (ex: internet browsing, chatting, or accessing Facebook/Twitter/Youtube

from mobile phone) ( ) Location information services(ex. Google Maps)( ) Ticket booking, such as movie ticket( ) Online single/multi-user gaming( ) Content Download (picture, wallpaper, games, music,

or video download)( ) Others, please mention

2.What is your expectation from the current existing Mobile Network and also in the future, especially with the availability of 3G networks? Please give your comment(descriptive):

3.Are you satisfied with the current services offered by your mobile operator, especially in terms of 3G services? Please give your comment:

4. What comes to your mind when you hear 3G services?( ) Super fast download and internet experience.( ) Video Calls( ) Expensive Service ( ) Value for money( ) Others

5. Have you ever used your mobile handset to connect your PC (tethering)?

( ) Yes ( ) No

6. Are you using 3G services?

( ) Yes ( ) No

7. What is stopping you from using 3G? (you can select more than 1 option)( ) Expensive Plans ( ) Expensive Handsets ( ) No Unlimited Plans( ) No 3G Network in my area ( ) other please specify _____________

D. 3G Users ( only for consumers who are using 3 G Services)(Please tick (V) inside the bracket for your answer)1. Which Location are you using ( ex. Gariahat/Sealdah/Behala Etc)A.B.C.D.

2.Thru which device you are using 3G?

( ) Mobile Handset ( ) Dongle

3. What is the area of improvement for 3G services.(Subjective)

4. What do you like about 3G Network? (Subjective)

5. What do you use the 3G services for? ex.(Facebook/Downloading/You Tube/ etc) A.B.C.D.E.

E. 2G Users (consumers who are using 2G Services)(Please tick (V) inside the bracket for your answer)

1.Why are you not opting for 3G services?(Subjective)

2. Are you satisfied with the speed which you are getting on your present network? ( ) Yes ( ) No

F. Service Provider (Please tick (V) inside the bracket for your answer)

1. Which service provider are you using? ( ) Vodafone ( ) Airtel ( ) Tata DoCoMo ( ) Reliance ( ) BSNL ( ) Others please specify

2. Are you happy with your service provider? ( ) Yes ( ) No

3. What do you like bout your service provider.(Subjective)

4. What you don’t like about your service provider.(Subjective)

Thank you very much for your cooperation and time.Sunil Kumar Singh (IISWBM 2009-2012)Contact email: sunilkumar.singh@rediffmail.com