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Reliance Communications

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Executive Summary This report is to describe the project objective which is to understand the technology on which mobile world is working and simultaneously keeping the track of what consumer thinks about it. Currently there are two technologies on which mobile companies are working. To start with most operators are using GSM (Global System for Mobile) which is very successful in the market. GSM 1
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Page 1: Reliance Communications

Executive Summary

This report is to describe the project objective

which is to understand the technology on

which mobile world is working and

simultaneously keeping the track of what

consumer thinks about it. Currently there are

two technologies on which mobile companies

are working. To start with most operators are

using GSM (Global System for Mobile) which

is very successful in the market. GSM

dominates the market as most of the service

providers are using this technology to give

service to consumers. Another technology is

CDMA (Code Division Multiple Access)

which is radically a new concept in wireless

communications. The main difference between

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these two technologies is that GSM assigns

different frequency to different users at a

given point of time while CDMA assigns only

one frequency to all its users.

All the companies in the market are using

one out of the given two technologies to

provide service to the consumers. But

breaking this trend out Reliance

communications is the only company which is

working with both GSM as well as CDMA

technology simultaneously. Reliance has

entered very recently with the GSM service

but has taken up the pace pretty well. As

Reliance Communications has just entered

into GSM market so it is worth noting what

consumers feel about it. This report also

conveys information about the mobile service

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providers like Aircel, Airtel, BSNL, Idea,

Reliance, Tata Indicom, Virgin and Vodafone.

It contains an overview of current players

working in the market with their market

shares, policies, different trends and

innovations. It clearly tells us that Airtel is

leading the chart when it comes to market

share followed by Reliance Communications

and other companies are also not far behind.

Reliance Communications is a part of Anil

Dhirubhai Ambani (ADA) Group, an offshoot

of the Reliance Group founded by Shri

Dhirubhai Ambani (1932-2002), ranks among

India’s top three private sector business

houses in terms of net worth. The group has

other businesses like Reliance Energy,

Reliance Mutual Fund, Reliance Life

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Insurance, Reliance General Insurance and

Reliance Portfolio Management.

For the above mentioned objective the first

and foremost thing which was done that to

figure out what consumer thinks about it.

Different consumers were asked about the

technologies - GSM and CDMA. Most of the

consumers were unaware of what these are all

about. Next step was to visit the retail shops

and take their views and reviews. For this

different types of retailers and distributors

were asked the same question but more or less

responses were the same

For achieving the objective survey was

conducted through questionnaires by

personally interviewing each respondent on a

number of queries structured in questionnaire.

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The data thus collected through survey was

organized in a database, which could be

referred for future endorsements. The data

thus collected was subjected to analysis by a

mixture of common and advanced statistical

technique. It was found in the survey that

many consumers are using CDMA technology

but still it is far behind when we compare it

with GSM and consumers are not aware how

these technologies are working.

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TELECOM OVERVIEW

Telecom Industry in India

The Indian telecommunications industry is

one of the fastest growing in the world and

India is projected to become the second largest

telecom market globally by 2010.

India added 113.26 million new customers

in 2008, the largest globally. In April 2008,

India had already overtaken the US as the

second largest wireless market. With an

average 9.5 million customers added every

month. The telecom penetration is over 33%.

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This means that 1/3 Indians has a telephone

connection.

History of Indian Telecommunications

Started in 1851 when the first operational

land lines were laid by the government near

Calcutta (seat of British power). Telephone

services were introduced in India in 1881. In

1883 telephone services were merged with the

postal system. Indian Radio Telegraph

Company (IRT) was formed in 1923. After

independence in 1947, all the foreign

telecommunication companies were

nationalized to form the Posts, Telephone and

Telegraph (PTT), a monopoly run by the

government's Ministry of Communications.

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Telecom sector was considered as a strategic

service and the government considered it best

to bring under state's control.

The first wind of reforms in

telecommunications sector began to flow in

1980s when the private sector was allowed in

telecommunications equipment

manufacturing. In 1985, Department of

Telecommunications (DOT) was established.

It was an exclusive provider of domestic and

long-distance service that would be its own

regulator (separate from the postal system). In

1986, two wholly government-owned

companies were created: the Videsh Sanchar

Nigam Limited (VSNL) for international

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telecommunications and Mahanagar

Telephone Nigam Limited (MTNL) for

service in metropolitan areas.

In 1990s, telecommunications sector benefited

from the general opening up of the economy.

Also, examples of telecom revolution in many

other countries, which resulted in better

quality of service and lower tariffs, led Indian

policy makers to initiate a change process

finally resulting in opening up of telecom

services sector for the private sector. National

Telecom Policy (NTP) 1994 was the first

attempt to give a comprehensive roadmap for

the Indian telecommunications sector. In 1997,

Telecom Regulatory Authority of India

(TRAI) was created. TRAI was formed to act

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as a regulator to facilitate the growth of the

telecom sector. New National Telecom Policy

was adopted in 1999 and cellular services

were also launched in the same year.

Telecommunication sector in India can be

divided into two segments: Fixed Service

Provider (FSPs), and Cellular Services. Fixed

line services consist of basic services, national

or domestic long distance and international

long distance services. Private services focus

on the business/corporate sector, and offer

reliable, high- end services, such as leased

lines, ISDN, closed user group and

videoconferencing.

Cellular services can be further divided into

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two categories: Global System for Mobile

Communications (GSM) and Code Division

Multiple Access (CDMA). The GSM sector is

dominated by Airtel and Vodafone, while the

CDMA sector is dominated by Reliance and

Tata Indicom. Opening up of international and

domestic long distance telephony services are

the major growth drivers for cellular industry.

Cellular operators get substantial revenue from

these services, and compensate them for

reduction in tariffs on airtime, which along

with rental was the main source of revenue.

The reduction in tariffs for airtime, national

long distance, international long distance, and

handset prices has driven demand.

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Companies in Telecom Sector

12

BSNL MTNL GSM CDMA

Fixed Service Provider Cellular Services

TELECOMMUNICATION SECTOR

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Aircel

Airtel

Bsnl

Idea

Reliance

Tata Indicom

Virgin Mobile

Vodafone

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Aircel Limited

Headquarters Chennai, India

Key people

Chairman: C

Sivasankaran

COO : Gurdeep

Singh

Aircel is a mobile phone service provider in

India. Aircel was founded by NRI

businessman C Sivasankaran. Aircel is a joint

venture between Maxis Communications

Berhad of Malaysia and Apollo Hospital

Enterprise Ltd of India with Maxis

Communications holding a majority stake of

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74%. It is India’s seventh largest GSM mobile

service provider with a subscriber base of over

16 million. The company plans to become a

pan-India operator by 2009. Aircel are one of

the sponsors of the Indian Premier League

Cricket Team Chennai Super Kings captained

by Mahendra Singh Dhoni.It is also the

sponsor for Professional Golf Tour of India

from 2009 onwards.

VISION:

Become the Service Provider of Choice for the

Enterprise Segment

MISSION:

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1. Entry into top 1,000

corporate as the most agile

service provider

2. Create well differentiated value

offerings for ready adoption by large,

medium and small enterprises

3. Own service offerings, platform and

delivery mechanism that keeps ahead of

competition now and during technology

shifts

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Bharti Airtel

Headquarters

New

Delhi,

India

Key people

Chairman:

Mr. Sunil

Mittal

Net Profit

2008-2009

Rs. 8470

Crore

Increase in

Net Profit26%

USP Network

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Bharti Airtel, formerly known as Bharti Tele-

Ventures LTD (BTVL) is India's largest

cellular service provider with more than 92

million subscribers as of February 2009. It

also offers fixed line services and broadband

services. It offers its TELECOM services

under the Airtel brand and is headed by Sunil

Bharti Mittal. The company also provides

telephone services and Internet access over

DSL in 14 circles. It also acts as a carrier for

national and international long distance

communication services. The company has a

submarine cable landing station at Chennai,

which connects the submarine cable

connecting Chennai and Singapore.

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The businesses at Bharti Airtel have been

structured into three individual strategic

business units (SBU’s) - Mobile Services,

Airtel Telemedia Services & Enterprise

Services. The mobile business provides

mobile & fixed wireless services using GSM

technology across 23 telecom circles while the

Airtel Telemedia Services business offers

broadband & telephone services in 95 cities

and has recently launched a Direct-to-Home

(DTH) service, Airtel digital TV. The

company provides end-to-end data and

enterprise services to the corporate customers

through its nationwide fiber optic backbone,

last mile connectivity in fixed-line and mobile

circles, VSATs, ISP and international

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bandwidth access through the gateways and

landing station.

Globally, Bharti Airtel is the 3rd largest in-

country mobile operator by subscriber base,

behind China Mobile and China Unicom.

VISION:

1. By 2010 AIRTEL will be the most

admirable brand in India.

2. Loved by more customer

3. Targeted by top talented

4. Benchmark by more business

5. First private telecommunication company

to launch long distance services.

MISSION:

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1. We will meet the mobile communication

needs of our customer through error free

service delivery

2. Innovative product and services

3. Cost efficiency

4. Unified message solution

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[ Bharat Sanchar Nigam Limited]

BSNL

AvailabilityIndia wide except Delhi

and Mumbai

Founded19th century,

incorporated 2000

Owner The Government of India

Key people Kuldeep Goyal (CMD)

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Bharat Sanchar Nigam Limited (known as

BSNL, India Communications Corporation

Limited) is a public sector telecommunication

company in India Its headquarters are at

Bharat Sanchar Bhawan, Harish Chandra

Mathur Lane, Janpath, New Delhi. It has the

status of Mini Ratna, a status assigned to

reputed public sector companies in India.

BSNL is India's oldest and largest

Communication Service Provider (CSP). It has

footprints throughout India except for the

metropolitan cities of Mumbai and New Delhi

which are managed by MTNL.

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Vision:

To become the largest telecom Service

Provider in Asia.

Mission:

To provide world class State-of-art

technology telecom services to its

customers on demand at competitive

prices.

To provide world class telecom

infrastructure in its area of operation and

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to contribute to the growth of the country's

economy.

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Idea Cellular

HeadquartersIndore, Delhi, Pune,

India

Key people

Chairman: Kumar

Mangalam Birla

MD: Sanjeev Aga

VP Corporate

Affairs: Rajat

Mukharjee

Net Profit 2008-

2009Rs. 10.423 billion

Decrease in Net

Profit6.42%

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Idea Cellular is a wireless telephony

company operating in various states in India.

It initially started in 1995 as a joint venture

among the Tatas, Aditya Birla Group and

AT&T by merging "'Wings Cellular'"

operating in Madhya Pradesh, Uttar Pradesh

(UP) West, Rajasthan and Tata Cellular as

well as Birla AT&T Communications.

Idea Cellular won the GSM Association

Award for "Best Billing and Customer Care

Solution" for 2 consecutive years.

VISION:

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To delight their customer while meeting their individual communication needs anytime anywhere

Mission:

1. The India footprint Idea

oAnywhere connectivity - bringing

India closer.

2. The Technology Advantage Idea

oTomorrow's technology to enrich

today.

3. The Customer Focus Idea

oMake a single interaction a lasting

relationship.

4. The Employee Focus Idea

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oNurture the roots that nurture our

ideas.

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Internet

Service

Net Profit

2008-2009

Rs 5907.55

crore

Increase in

Net Profit9%

USPUnlimited

Reliance Communications (formerly

Reliance Infocomm), along with Reliance

Telecom and Flag Telecom, is part of Reliance

Communications Ventures (RCoVL). It is an

Indian telecommunications company.

According to National Stock Exchange data,

Anil Dhirubhai Ambani controls 66.77 per

cent of the company, which accounts for more

than 1.36 billion shares. It is the flagship

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company of the Reliance-Anil Dhirubhai

Ambani Group, comprising of power

(Reliance Energy), financial services

(Reliance Capital) and telecom initiatives of

the Reliance ADAG. It uses CDMA2000 1x

technology for its existing CDMA mobile

services, and GSM-900/GSM-1800

technology for its existing/newly launched

GSM services.

Reliance Communications is also into

Wireline Business throughout India and has

the largest optical fiber communication (OFC)

backbone architecture [roughly 110,000 km]

in the country.

Reliance Communications has interests in

Direct to Home (DTH) TV also, known as

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"Big TV". It plans to launch its DTH business

by July 2008. Once launched, Reliance

Communications will have presence across all

B2C communications channel in one of the

fastest growing markets in the world.

Vision: “We will leverage our strengths to

execute complex global-scale projects to

facilitate leading-edge information and

communication services affordable to all

individual consumers and businesses in India.

We will offer unparalleled value to create

customer delight and enhance business

productivity.

We will also generate value for our

capabilities beyond Indian borders and enable

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millions of India's knowledge workers to

deliver their services globally.”

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Tata Communications

Headquarters

Navi

Mumbai,

India

Key people

Chairman:

Mr. Ratan

N. Tata,

Managing

Director:

Anil

Kumar

Sardana

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Net Profit

2008-2009

Rs. 3,158

million

USPSuperior

Voice

Clarity

Tata Teleservices Limited (TTSL) is a part of

the Tata Group of companies, an Indian

conglomerate. It operates under the brand

name Tata Indicom in various telecom circles

of India. The company forms part of the Tata

Group's presence in the Telecommunication

Industry in India, along with Tata Teleservices

(Maharashtra) Limited (TTML) and TATA

COMMUNICATIONS LTD.

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In February this year, TTSL announced that it

would provide CDMA mobile services

targeted towards the youth, in a joint venture

with Virgin, UK,on a Franchisee model basis.

Interestingly, Virgin Mobile is a direct

competitor of TTSL in a number of telecom

circles across the country.

Tata Teleservices is part of the Tata Group,

that has over 87 companies, over 330,000

employees and more than 2.8 million

shareholders. Tata Teleservices spearheads the

Group’s presence in the telecom sector.

Having pioneered the CDMA 3G1x

technology platform in India, Tata

Teleservices has established 3G ready telecom

infrastructure. It partnered with Motorola,

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Ericsson, Lucent and ECI Telecom for the

deployment of its telecom network.

MISSION:

Invest in building long-lasting relationships

with customers and partners and lead the

industry in responsiveness and flexibility.

VISION:

Deliver a new world of communications to

advance the reach and leadership of our

customers

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businesses each act as independent entities,

usually in a partnership between Sir Richard

Branson's Virgin Group and an existing phone

company. Virgin Group provides the brand,

and the phone company operates the network

infrastructure.

Virgin Mobile was the world's first Mobile

Virtual Network Operator when it launched in

the United Kingdom in 1999. It does not

maintain its own network but instead contracts

to use the existing network(s) of other

providers.

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Vodafone Essar Limited

Net ProfitRs.11.8

billion

Increase in

Net Profit16.7%

Headquarters

Mumbai,

Maharastra,

India

USPValue

Added

Service

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Vodafone Essar, previously Hutchison Essar

is a cellular operator in India that covers 23

telecom circles in India . Despite the official

name being Vodafone Essar, its products are

simply branded Vodafone. It offers both

prepaid and postpaid GSM cellular phone

coverage throughout India with good presence

in the metros.

Vodafone Essar provides 2.75G services based

on 900 MHz and 1800 MHz digital GSM

technology, offering voice and data services in

23 of the country's 23 licence areas. It is

among the top three GSM mobile operators of

India.

VISION:

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To be the world’s mobile communications

leader-enrich customers’ lives and helping

individuals, business and communities. Be

more connected in mobile world

MISSION:

Driving in wireless world. Vodafone is

primarily a user of technology rather than

developer of it

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Market Share (2008-2009):

Companies Subscriber

Base (Mn)

Market

Share

March’09

(%)

AIRCEL 16.76 4.63

AIRTEL 88.38 24.44

BPL 2.00 0.55

BSNL 47.58 13.16

IDEA 40.02 11.07

MTNL 4.30 1.18

RELIANCE 66.30 18.34

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Tata

Teleservices

32.79 9.07

VODAFONE 63.34 17.52

TOTAL 361.49 100

Source: COAI & TRAI

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Interpretation:

AIRTEL is the market leader holding

24.44%.

oNOTE: It has a subscriber base of

88.38 million customers.

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RELIANCE is challenging Airtel with

18.34% market share.

oNOTE: It’s subscriber base is around

66.30 million customer which includes

CDMA as well as GSM subscriber.

Vodafone is not far behind following with

17.52% market share.

oNOTE: It is catching up with 63.34

million customers.

BSNL is the public sector telecom which

holds 13.16% of the market share.

oNOTE: Subscriber base of 47.58

million customers.

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IDEA is also fighting hard in the market

and its market share is 11.07%

oNOTE: It has subscriber base of 40.02

million customers.

TATA TELESERVICES is trying hard

to cope up with other service providers

with 9.07% of market share.

oNOTE: Subscriber base of 32.79

million customers.

Aircel has increased its circles and is no. 7

in the list with 4.63% of market share.

oNOTE: It has subscriber base of 16.76

million customers.

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MTNL works only in Delhi and Mumbai

still it has market share of 1.18%.

oNOTE: It is having 4.30 million

customers.

BPL is the last one in the list with 0.55%

market share.

oNOTE: BPL has 2 million customers.

This can be seen that the direct competition of

Reliance is with Vodafone. Both are working

head-to-head. They are fighting for the second

position spot in the industry. Reliance with

18.34% of the market share is the first

company in the history of India to have

CDMA as well as GSM service. Though it is a

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leader in CDMA service but when it comes to

GSM service it still has to climb mountains.

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New Entrants

Videocon-promoted Datacom

Unitech

Etisalat’s - Swan Telecom

Loop Telecom

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The above mentioned providers will be given

4.4 MHz spectrum for starting the GSM-based

cellular services. The move indicates that the

Communication Ministry is all set to allocate

radio frequencies to the new players in other

Circles as well. A number of companies have

gone to court contesting the Government’s

policy of allocating spectrum on a first-come-

first-served basis. DoT had earlier released

CDMA spectrum to Sistema backed Shyam

Telelink across 12 circles. New operators

could result in lower tariffs and better quality

of services for consumers.The Government is

also looking at introducing mobile number

portability which would make it easy for

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existing subscribers to new operator without

giving up on their phone number

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Company Profile:

Reliance Communications

The Late Dhirubhai Ambani dreamt of a

digital India — an India where the common

man would have access to affordable means of

information and communication. Dhirubhai,

who single-handedly built India’s largest

private sector company virtually from scratch,

had stated as early as 1999: “Make the tools of

information and communication available to

people at an affordable cost. They will

overcome the handicaps of illiteracy and lack

of mobility.”

It was with this belief in mind that Reliance

Communications (formerly Reliance

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Infocomm) started laying 60,000 route

kilometres of a pan-India fibre optic backbone.

This backbone was commissioned on 28

December 2002, the auspicious occasion of

Dhirubhai’s 70th birthday, though sadly after

his unexpected demise on 6 July 2002.

Reliance Communications has a reliable, high-

capacity, integrated (both wireless and

wireline) and convergent (voice, data and

video) digital network. It is capable of

delivering a range of services spanning the

entire infocomm (information and

communication) value chain, including

infrastructure and services — for enterprises

as well as individuals, applications, and

consulting.

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Today, Reliance Communications is

revolutionising the way India communicates

and networks, truly bringing about a new way

of life.

About Sh. Dhirubhai Ambani

 

 Few men in history have made as dramatic a

contribution to their country’s economic

fortunes as did the founder of Reliance, Sh.

Dhirubhai H Ambani. Fewer still have left

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behind a legacy that is more enduring and

timeless.

As with all great pioneers, there is more than

one unique way of describing the true genius

of Dhirubhai: The corporate visionary, the

unmatched strategist, the proud patriot, the

leader of men, the architect of India’s capital

markets, the champion of shareholder interest.

But the role Dhirubhai cherished most was

perhaps that of India’s greatest wealth creator.

In one lifetime, he built, starting from the

proverbial scratch, India’s largest private

sector enterprise.

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When Dhirubhai embarked on his first

business venture, he had a seed capital of

barely US$ 300 (around Rs 14,000). Over the

next three and a half decades, he converted

this fledgling enterprise into a Rs 60,000 crore

colossus—an achievement which earned

Reliance a place on the global Fortune 500

list, the first ever Indian private company to do

so.

Dhirubhai is widely regarded as the father of

India’s capital markets. In 1977, when

Reliance Textile Industries Limited first went

public, the Indian stock market was a place

patronised by a small club of elite investors

which dabbled in a handful of stocks.

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Undaunted, Dhirubhai managed to convince a

large number of first-time retail investors to

participate in the unfolding Reliance story and

put their hard-earned money in the Reliance

Textile IPO, promising them, in exchange for

their trust, substantial return on their

investments. It was to be the start of one of

great stories of mutual respect and reciprocal

gain in the Indian markets.

Under Dhirubhai’s extraordinary vision and

leadership, Reliance scripted one of the

greatest growth stories in corporate history

anywhere in the world, and went on to become

India’s largest private sector enterprise.

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Through out this amazing journey, Dhirubhai

always kept the interests of the ordinary

shareholder uppermost in mind, in the process

making millionaires out of many of the initial

investors in the Reliance stock, and creating

one of the world’s largest shareholder

families.

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India’s leading integrated telecom company

Reliance Communications is the flagship

company of the Anil Dhirubhai Ambani

Group (ADAG) of companies. Listed on the

National Stock Exchange and the Bombay

Stock Exchange, it is India’s leading

integrated telecommunication company with

over 77 million customers.

Our business encompasses a complete range

of telecom services covering mobile and fixed

line telephony. It includes broadband, national

and international long distance services and

data services along with an exhaustive range

of value-added services and applications. Our

constant endeavour is to achieve customer

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delight by enhancing the productivity of the

enterprises and individuals we serve.

Reliance Mobile (formerly Reliance India

Mobile), launched on 28 December 2002,

coinciding with the joyous occasion of the late

Dhirubhai Ambani’s 70th birthday, was

among the initial initiatives of Reliance

Communications. It marked the auspicious

beginning of Dhirubhai’s dream of ushering in

a digital revolution in India. Today, we can

proudly claim that we were instrumental in

harnessing the true power of information and

communication, by bestowing it in the hands

of the common man at affordable rates.

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We endeavour to further extend our efforts

beyond the traditional value chain by

developing and deploying complete telecom

solutions for the entire spectrum of society.

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Looking back, looking forward

Reliance – Anil Dhirubhai Ambani Group, an

offshoot of the Reliance Group founded by

Shri Dhirubhai H Ambani (1932-2002), ranks

among India’s top three private sector

business houses in terms of net worth. The

group has business interests that range from

telecommunications (Reliance

Communications Limited) to financial

services (Reliance Capital Ltd) and the

generation and distribution of power (Reliance

Infrastructure Limited).

Reliance – ADA Group’s flagship company,

Reliance Communications, is India's largest

private sector information and

communications company, with over 77

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million subscribers. It has established a pan-

India, high-capacity, integrated (wireless and

wireline), convergent (voice, data and video)

digital network, to offer services spanning the

entire infocomm value chain.

Other major group companies — Reliance

Capital and Reliance Infrastructure — are

widely acknowledged as the market leaders in

their respective areas of operation.

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Chairman's Profile Anil D. Ambani

 Regarded as one of the foremost corporate

leaders of contemporary India,Shri Anil D

Ambani, 48, is the chairman of all listed

companies of the Reliance ADA Group,

namely, Reliance Communications, Reliance

Capital, Reliance Energy and Reliance Natural

Resources limited.

He is also Chairman of the Board of

Governors of Dhirubhai Ambani Institute of

Information and Communication Technology,

Gandhi Nagar, Gujarat.

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Till recently, he also held the post of Vice

Chairman and Managing Director of Reliance

Industries Limited (RIL), India’s largest

private sector enterprise.

Anil D Ambani joined Reliance in 1983 as

Co-Chief Executive Officer, and was centrally

involved in every aspect of the company’s

management over the next 22 years.

He is credited with having pioneered a number

of path-breaking financial innovations in the

Indian capital markets. He spearheaded the

country’s first forays into the overseas capital

markets with international public offerings of

global depositary receipts, convertibles and

bonds. Starting in 1991, he directed Reliance

Industries in its efforts to raise over US$ 2

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billion. He also steered the 100-year Yankee

bond issue for the company in January 1997.

Acquisitions

In its first overseas acquisition, the Reliance

group has amalgamated the United States-

based Flag Telecom for $ 211 million [roughly

Rs 950 crore (Rs 9.50 billion)].

Nationwide GSM Launch

On the 30th December 2008, Reliance

Communications became the first telecom

operator in the history of Indian

telecommunications to simultaneously launch

its GSM services in 14 circles, namely Andhra

Pradesh, Chennai, Delhi, Gujarat, Haryana,

Jammu & Kashmir, Karnataka, Kerala,

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Maharashtra, Mumbai, Punjab, Rajasthan,

Tamil Nadu, Uttar Pradesh(East & West)

thereby establishing itself as a pan-India

operator.It already operates GSM services in 8

circles namely Assam, Bihar, Himachal

Pradesh, Kolkata, Madhya Pradesh, North

Eastern states, Orissa, West Bengal.

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Division of Reliance Communications

Reliance communications have been divided

into four main heads:

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1. Home

2. Enterprise Business

3. Personal Business

4. Shared Services

Home: Home is further divided into three sub

heads:

Big T.V

Big F.M

Big Artist

Enterprise Business: This is business to

business unit. In this business is done for big

enterprises. Main businesses are done for:

Companies

A.T.M

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Personal Business: It is a unit which deals

directly with consumers. The main parts of

this unit are:

Mobile

Data

Shared Services: This unit is mainly made for

backup and support. FLAG Telecom is a part

of shared services and includes:

Technical Services

Commercial Services

SAP Team.

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Circle Warehouse

Cluster Warehouse

Distributor

Retailer Retail Mobile Store

Direct Selling Team

Subscribers

Sales and Distribution Channel

Firstly Stock reaches circle warehouse from

the main warehouse. This Warehouse is the

head of the Circle. Circle warehouse passes it

to different cluster warehouse. There are eight

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cluster warehouses in UP (E). They are

Allahabad, Jhansi, Varanasi, Kanpur,

Lucknow, Gorakhpur, Faizabad and Sitapur.

From here stocks are forwarded to Distributor.

Distributor gives it to retailers and Retail

Mobile Store (RMS) Retailer sells directly to

subscribers while RMS gives it to Direct

Selling Team (DST) which ultimately sells it

to subscribers.

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ORGANISATION HIERARCHY

83

D H (Urban)

D H (Rural)

MARCOM Head

Acquisition Head

Usage and Retention Head

Distribution Head

Retail Head(Post paid)

Regional Head UP (East & West)

CEO (Cluster Head)

CommercialHead

Marketing & Sales Head

HR Head

R H (Urban)

R H (Rural)

Customer Service Delivery Head

TechnicalHead

MarketingHead

SalesHead

Page 84: Reliance Communications

Conceptual Review

1. GSM

2. CDMA

GSM (Global System for Mobile

Communication)

This is one of the most used and famous

mobile communication technology which uses

TDMA, FDMA and SDMA techniques

together

.

TDMA: Time Division Multiple Access

FDMA: Frequency Division Multiple

Access

SDMA: Space Division Multiple Access

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Working:

Voice or data communication uses

modulation technique to transfer data. In

modulation, transfer is done using higher

frequency. In order to communicate, particular

frequency is required or assigned to a user.

FDMA:

Frequency division multiple access is a

technique which is used to divide frequency

band such that more number of users can

communicate.

GSM 900, 1800, 2100 are some types of GSM

implementation based on frequency. In GSM

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900 – 890 MHz to 960 MHz frequency band is

assigned out of which 890 to 915 MHz is

uplink frequency that means in this transfer is

done from mobile entity to base station & 935

to 960 MHz is downlink frequency that means

in this transfer is done from base station to

mobile station. 25 MHz each assigned for

uplink band as well as downlink band. These

bands are divided in channels of 200 KHz in

which transfer actually happens for a

particular user. So there are 125 channels for

each band. This division of frequency is

termed as FDMA. Each user is assigned with

one uplink and one downlink channel.

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TDMA: Time division multiple access is a

technique in which users are provided channel

for a particular unit of time and then it is

assigned to others.

We as human cannot catch changes if they are

occurring faster then what we can receive for

example Video (we can’t see changes in

picture because of fast speed of change).So for

lots of time channel is free. So we can assign

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particular channel to particular person and

then to other. For doing this time is divided in

slots (Time division multiplexing) and for

particular slot is allocated to user. This also

helps in increasing number of users.

SDMA: Space division multiple access is a

technique in which number of user are

increased by reusing frequencies by repeating

them over different cell for which space are

divide into smaller units named as space.

Each cell has base station and has particular

number of frequencies associated to it and

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they are not repeated over adjacent cell this is

done to avoid inter frequency disturbance.

Each hexagon here represents cell and color

shows channel. This diagram then clearly

shows the reuse of frequency channel and

difference between them is kept such to avoid

disturbance.

CDMA:

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Code Division Multiple Access, a cellular

technology orginally known as IS-95,

competes with GSM technology for

dominance in the cellular world.

Code Division Multiple Access (CDMA) is a

radically new concept in wireless

communications. It has gained widespread

international acceptance by cellular radio

system operators as an upgrade that will

dramatically increase both their system

capacity and the service quality.

This uses SDMA and CDMA technique

together.

CDMA: Code Division Multiple Access

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SDMA: Space Division Multiple Access

CDMA:

Code Division Multiple Access, is different

than those traditional ways in that it does not

allocate frequency or time in user slots but

gives the right to use both to all users

simultaneously. To do this, it uses a technique

known as Spread Spectrum. In effect, each

user is assigned a code which spreads its

signal bandwidth in such a way that only the

same code can recover it at the receiver end.

This method has the property that the

unwanted signals with different codes get

spread even more by the process, making them

like noise to the receiver.

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Example,

Assume there is party going on in a room in

which people of different country are present

and if there is one person speaks in French and

other in Chinese .If there is a listener who

knows French he /she will listen to everything

but will discard other languages but will only

take out French word and deduce meaning.

This is a concept in which CDMA works.

Every user has a particular code according to

which it communicates. Usually computer

works on 0 and 1. Now when CDMA is used

each user uses different code word to represent

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0 or 1. Like there is a user A who sent 0 as

100101 (this will be code) and one will be

011010.

In CDMA all the data is send on same

frequency but code used by all the users are

orthogonal because of which data can be

differentiated after getting mixed and there is

no disturbance.

CDMA is a form of Direct Sequence Spread

Spectrum communications. In general, Spread

Spectrum communications is distinguished by

three key elements:

1. The signal occupies a bandwidth much

greater than that which is necessary to send

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the information. This results in many benefits,

such as immunity to interference and jamming

and multi-user access, which we'll discuss

later on.

2. The bandwidth is spread by means of a code

which is independent of the data. The

independence of the code distinguishes this

from standard modulation schemes in which

the data modulation will always spread the

spectrum somewhat.

3. The receiver synchronizes to the code to

recover the data. The use of an independent

code and synchronous reception allows

multiple users to access the same frequency

band at the same time.

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Comparison:

Properties GSM CDMAMethod of multiple Access

SDMAFDMATDMA

SDMACDMA

Interference/Voice Clarity

More Interference because of frequency sharing. So lesser clarity.

Less Interference. This result in better voice clarity

Security Lesser secure

More secure transmission because of code word used.

Availability Available in most of countries. So better coverage.

Limited coverage.

Deployment and More Lesser

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operational cost because of fewer cell site

Hand over Hard and soft handover both are possible but usually call is lost.

Soft handover, resulting in better call handling while mobile is moving

Noise Immunity Lesser Immune

More Immune

Transmission power

Require more power

Require lesser power

Data Transfer speed

Lesser in comparison to CDMA

Better speed

Latest Technology EDGE having potential of providing better transfer speed than

WCDMA

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earlier CDMA but has comparable speed to WCDMA

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RESEARCH METHODOLOGY

1. Objective of the study

This project aims at understanding the CDMA

and GSM technology keeping consumer

perspective in mind. Consumer is taken as

king so to know about his preference and

meeting it is the most significant thing for the

management as it provides useful information

for decision making.

Thus objectives of the study include:

To know the difference between CDMA

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and GSM technology.

To know about consumer perspective

when it comes to CDMA and GSM.

To analyze the preference of consumer

towards different CDMA and GSM service

providers.

2. Sample of the study

Convenient Sampling method has been

adopted for this study. The population

covered for the present study consisted of

students, private employees, government

employees, businessman, housewife and self-

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employed people.

The study covered a sample of 200

respondents belonging to Lucknow region.

3. Methodology of the project

The project work has been carried out in three

stages, a structured questionnaire with

objective and question was communicated

tested and finalize. During the second stage,

personally each questionnaire was filled up by

interviewing the respondents. The work

relating to data entry compilation, data

analysis and report writing constituted the

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third stage.

The details of the methodology adopted are

presented below:

The Questionnaire

Keeping in view the objective of the study,

questionnaire was designed and tested on 20

respondents. After getting the proper response

and sanction from the concerned department

the questionnaire was finalized.

Data entry and analysis

It has been an uphill task to enter the

enormous data received through the

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questionnaire which consisted more than 10

questions.

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4. Limitations of the Study:

Time was not sufficient to conduct

detailed study.

Study has been conducted only in a

few areas of Lucknow

For few questions researcher was not

able to get proper response which are as

follows:

i. Reasons for Switching

ii. GSM and CDMA as a

technology.

iii. Monthly Income.

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Data Analysis & Interpretations

Table 1: Preference towards Mobile

Services

Service

Type

Total

Respondents(200)

In %

CDMA 56 28%

GSM 144 72%

Chart I: Preference towards Mobile

Services

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28%

72%

CDMA

GSM

Interpretation

Out of the given respondents 28% are using

CDMA services while rest 72% GSM users. It

clearly denotes the demonomancy of GSM

users in the market.

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CDMA Study

Table 2: Type of CDMA Users

Service Type Total

Respondents

( 56)

In %

Prepaid 44 79%

Postpaid 12 21%

Chart II: Type of CDMA Users

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79%

21%

Prepaid

Postpaid

Interpretation

Out of 56 who are using CDMA services 79%

are prepaid users and rest 21% are using

postpaid service.

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Table 3 : Preference towards CDMA

service provider

Service

Providers

Total

Respondents

( 56)

In %

Reliance 40 72%

Tata Indicom 12 21%

Virgin 4 7%

Chart III: Preference towards CDMA

service provider

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72%

21%

7%

Reliance

Tata Indicom

Virgin

Interpretation

The CDMA market is dominated by Reliance

as 72% are using Reliance service, 21% are

using Tata Indicom while only 7% are Virgin

users.

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Table 4 : Influencer for CDMA Service

Service

Providers

Total

Respondents

( 56)

In %

Advertisement 10 18 %

Friends &

Family

14 25 %

Dealer 5 9 %

Feel good 12 21%

Offers 15 27 %

Chart IV : Influencer for CDMA Service

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18%

25%

9%

21%

27%

Advertisement

Friends & Family

Dealer

Feel good

Offers

Interpretation

Main factor which made consumers to buy

CDMA mobiles are its Offers with 27%, 25%

purchased because of their Friends and

Family, 21% bought due to Feel Good factor,

18% bought it after seeing Advertisement and

9% got influenced from Dealer.

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Table 5 : Monthly Expense (CDMA users)

Service

Providers

Total

Respondents

( 56)

In %

Below 150 12 21 %

Between 150

- 300

10 18 %

Between 300-

450

16 29 %

Between 450

- 600

12 21 %

600 & Above 6 11 %

Chart V : Monthly Expense (CDMA users)

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21%

18%

29%

21%

11%

Below 150

Between 150 - 300

Between 300-450

Between 450 - 600

600 & Above

Interpretation

29% of the respondent spends between

Rs.300-450, 21% spends between Rs.450-600,

21% spends below Rs.150, 18% spends

between Rs.150-300 while 11% spends Rs.600

& above.

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Table 6 : Preferred Features (CDMA

Users)

Weight

Assigned 6 5 4 3 2 1

Total

%

ageFeatures

Ranking

1 2 3 4 5 6

Call

Rates 12 12 12 12 8 0 232 20

SMS

Rates 8 16 16 12 4 0 236 20

MMS &

GPRS

Rates 0 8 0 0 12 36 100 9

Network 28 4 12 8 4 0 268 22

Voice

Clarity 4 16 8 20 4 4 208 18

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Value

Added

Services 4 0 8 4 24 16 132 11

Chart VI : Preferred Features (CDMA

Users)

20%

20%

9%22%

18%

11%

Call Rates

SMS Rates

MMS & GPRS Rates

Network

Voice Clarity

Value Added Services

Interpretation

As per the study main preference for features

came out to be Network which is leading the

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chart with 22%. It is followed by both Call

Rates and SMS Rates with 20% each. Third is

given to voice clarity with 18% of respondents

preferring it. 11% look for Value added

services while MMS and GPRS Rates are least

preferred with 9%.

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Table 7 : Preferred Service Providers

(CDMA Users)

Weight

Assigned 9 8 7 6 5 4 3 2 1

Total

Service

Provider

Ranking      

1 2 3 4 5 6 7 8 9

Aircel 0 0 4 0 8 0 12 20 12 156

Airtel 12 0 12 8 4 12 4 0 4 324

BSNL 4 12 8 8 8 8 4 0 4 324

IDEA 4 12 8 12 4 4 4 4 4 320

Reliance

GSM 0 12 4 4 8 8 8 4 8 260

Vodafone 16 8 4 8 12 4 4 0 0 372

Reliance

CDMA 12 8 4 8 8 8 4 4 0 340

TATA 8 0 12 4 4 8 12 8 0 284

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Indicom

Virgin 0 4 0 4 0 4 4 16 24 140

Chart VII : Preferred Service Providers

(CDMA Users)

6%

13%

13%

13%

10%

15%

13%

11%

6%

Aircel

Airtel

BSNL

IDEA

Reliance GSM

Vodafone

Reliance CDMA

TATA Indicom

Virgin

Interpretation

First preference has come of Vodafone with

15%, Second preference has a mixed

responses of Airtel, BSNL, Idea and Reliance

CDMA with 13% each, 11% preferred Tata

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Indicom, 10% are looking for the recent

entrant Reliance GSM while last preference

can be seen for Aircel and Virgin with 6%

each.

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Table 8 : Preference towards Number

Portability option (CDMA Users)

Choice

Total

Respondent

s (56)

In

%

Yes 42 75

No 14 25

Chart VIII : Preference towards Number

Portability option (CDMA Users)

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75%

25%

Yes

No

Interpretation

75% of the respondents said they will switch

to other network while 25% are against

changing their service provider.

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Table 9 : Consumer Preference towards

Number Portability options (CDMA Users)

Service

Providers

Total

Respondent

s (42)

In

%

Aircel 0 0

Airtel 6 14

BSNL 10 24

IDEA 15 36

Reliance GSM 2 5

Vodafone 6 14

Reliance CDMA 2 5

TATA Indicom 0 0

Virgin 1 2

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Chart IX:Consumer Preference towards

Number Portability options (CDMA Users)

14%

24%

36%

5%

14%

5%0%

0% 2%

Aircel

Airtel

BSNL

IDEA

Reliance GSM

Vodafone

Reliance CDMA

TATA Indicom

Virgin

Interpretation

It can be seen that 36% of the users are

looking for Idea as their future service

provider. 24% have trust in BSNL, Airtel and

Vodafone are jointly present at third position

with 14% each, Reliance CDMA and Reliance

GSM preference is 5% each, Virgin got 2%

preference while Aircel and Tata Indicom got

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0% preference when it comes to Number

Portability option.

Personal Profile of CDMA Users

Table 10: Gender

Gender Total

Respondents

(56)

In %

Male 36 64

Female 20 36

Interpretation

64% of the respondents are male while 36%

are female.

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Table 11 : Age Group

Age Group Total

Respondents

(56)

In %

12-25 30 54

25-40 12 21

40-55 8 14

55 & Above 6 11

Interpretation

54% are between 12-25, 21% are between 40-

55, 14% are between 40-55 and rest 11% are

above 55 years of age.

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Table 12 : Occupation

Occupation Total

Respondents

(56)

In %

Student 26 46

Government

Employee

8 14

Private

Employee

9 16

Businessman 5 9

Housewife 6 11

Self

Employed

2 4

Interpretation

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Respondents occupation can be classified as

46% Students, 16% are Private employee,

14% are Government Employee, 11% are

Housewife, 9% are Businessman while only

4% are Self-Employed.

Table 13 : Monthly Income

Income Total

Respondents

(56)

In %

Below 5000 30 54

5000-15000 12 21

15000-30000 6 11

30000-45000 5 9

45000 &

Above

3 5

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Interpretation

Respondents Income can be classified as 54%

are below Rs.5000, 21% are between Rs.5000-

15000, 11% between Rs.15000-30000, 9%

between Rs.30000-45000 while 5% monthly

income exceeds Rs.45000.

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Table 14 : Marital Status

Choice

Total

Respondent

s (56)

In

%

Yes 25 45

No 31 55

Interpretation

Out of the 56 respondents 45% are married

while 55% are unmarried.

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GSM Study

Table 15 : Type of GSM Users

Service Type Total

Respondents

( 144)

In %

Prepaid 107 74

Postpaid 37 26

Chart X: Type of GSM Users

Total Respondents ( 144)

74%

26%

Prepaid

Postpaid

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Interpretation

Out of 144 who are using GSM services 74%

are prepaid users and rest 26% are using

postpaid service.

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Table 16: Preference towards GSM service

provider

Service

Providers

Total

Respondents

( 144)

In %

Aircel 12 8

Airtel 35 25

BSNL 22 15

IDEA 32 23

Reliance

GSM

15 10

Vodafone 28 19

Chart XI: Preference towards GSM service

provider

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8%

25%

15%23%

10%

19%

Aircel

Airtel

BSNL

IDEA

Reliance GSM

Vodafone

Interpretation

The GSM market is dominated by Airtel as

25% are using this service, 23% are using

Idea, 19% are using Vodafone, 15% are BSNL

users, 10% are Reliance GSM users while

only 8% are using Aircel.

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Table 17 : Influencer for GSM Mobiles

Service

Providers

Total

Respondents

( 144)

In %

Advertisement 45 33

Friends &

Family

21 16

Dealer 4 3

Feel good 24 18

Offers 40 30

Chart XII: Influencer for GSM Mobiles

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33%

16%3%

18%

30%

Advertisement

Friends & Family

Dealer

Feel good

Offers

Interpretation

Main factor which made consumers to use

GSM service are advertisement with 33%,

30% purchased because of its Offers, 18%

bought due to feel good factor, 16% bought it

because of Friends and Family and 3% got

influenced from dealer.

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Table 18 : Monthly Expense (GSM Users)

Service

Providers

Total

Respondents

( 144)

In %

Below 150 28 19

Between 150

- 300

45 32

Between 300-

450

38 26

Between 450

- 600

20 14

600 & Above 13 9

Chart XIII: Monthly Expense (GSM Users)

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19%

32%26%

14%

9%

Below 150

Between 150 - 300

Between 300-450

Between 450 - 600

600 & Above

Interpretation

32% of the respondent spends between

Rs.150-300, 26% spends between Rs.300-450,

14% spends below Rs.150, 19% spends

between Rs.450-600 while 9% spends Rs.600

& above.

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Table 19 : Preferred Features (GSM Users)

Weight

Assigned 6 5 4 3 2 1

Total

%

ageFeatures

Ranking

1 2 3 4 5 6

Call

Rates 64 48 20 8 4 0 736 24

SMS

Rates 28 24 20 44 24 4 552 18

MMS &

GPRS

Rates 0 0 16 28 24 76 272 9

Network 32 48 20 16 24 4 612 20

Voice

Clarity 16 16 48 32 20 12 516 17

Value 4 8 20 16 48 48 336 12

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Added

Services

Chart XIV : Preferred Features (GSM

Users)

24%

18%

9%

20%

17%

12%

Call Rates

SMS Rates

MMS & GPRS Rates

Network

Voice Clarity

Value Added Services

Interpretation

As per the study main preference for features

came out to be Call Rates which is leading the

chart with 24%. It is followed by Network

with 20%. Third is given to SMS Rates with

18% of respondents preferring it. Fourth

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preference is given to voice clarity with 17%,

12% look for Value added services while

MMS and GPRS Rates are least preferred with

9%.

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Table 20 : Preferred Service Providers

(GSM Users)

Weight

Assigned 9 8 7 6 5 4 3 2 1

Total

%

age

Service

Provider

Ranking      

1 2 3 4 5 6 7 8 9

Aircel 8 4 4 4 4 12 24 40 44 420 6

Airtel 48 24 28 20 4 4 4 8 4 1008 15

BSNL 12 28 24 28 16 20 4 4 8 856 13

IDEA 20 24 32 16 32 12 0 4 4 912 14

Reliance

GSM 12 8 8 24 16 32 20 20 4 684 11

Vodafone 36 48 12 16 20 0 4 0 8 1008 16

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Reliance

CDMA 8 8 20 28 36 24 16 0 4 772 12

TATA

Indicom 0 0 12 4 12 32 56 24 4 516 8

Virgin 0 0 8 0 4 4 20 44 64 304 5

Chart XV: Preferred Service Providers

(GSM Users)

6%

15%

13%

14%11%

16%

12%

8%5%

Aircel

Airtel

BSNL

IDEA

Reliance GSM

Vodafone

Reliance CDMA

TATA Indicom

Virgin

Interpretation

First preference has come of Vodafone with

16% followed by Airtel with 15%, Next

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preference has come of Idea with 14%, BSNL

is fourth preferred brand with 13%, Reliance

CDMA is next with 12%,11% are looking for

Reliance GSM as next preferred brand, Tata

Indicom at seventh spot with 8%, On 8th spot

Aircel have come while last in the list can be

seen as Virgin with 5%.

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Table 21 : Preference towards Number

Portability option (GSM Users)

Choice

Total

Respondent

s (144)

In

%

Yes 121 84

No 23 16

Chart XVI: Preference towards Number

Portability option (GSM Users)

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84%

16%

Yes

No

Interpretation

84% of the respondents said they will switch

to other network while 16% are against

changing their service provider.

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Table 22 : Consumer Preference towards

Number Portability options (GSM Users)

Service Providers

Total

Respondent

s (121)

In

%

Aircel 2 2

Airtel 29 24

BSNL 5 4

IDEA 25 21

Reliance GSM 13 11

Vodafone 23 19

Reliance CDMA 16 13

TATA Indicom 5 4

Virgin 3 2

Chart XVII: Consumer Preference towards

Number Portability options (GSM Users)

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2%

24%

4%

21%11%

19%

13%

4% 2%

Aircel

Airtel

BSNL

IDEA

Reliance GSM

Vodafone

Reliance CDMA

TATA Indicom

Virgin

Interpretation

It can be seen that 24% of the users are

looking for Airtel as their future service

provider. 21% have trust in Idea, Vodafone is

present at third position with 19% each,

Reliance CDMA is fourth with 13%. Reliance

GSM preference is 11%, Tata Indicom and

BSNL have 4% each while Aircel and Virgin

got 2% each preference when it comes to

Number Portability option.

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Personal Profile of GSM Users

Table 23 : Gender

Gender Total

Respondents

(144)

In %

Male 85 59

Female 59 41

Interpretation

59% of the respondents are male while 41%

are female.

Table 24 : Age Group

Age Group Total

Respondents

(144)

In %

12-25 44 31

25-40 36 25

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40-55 42 29

55 & Above 22 15

Interpretation

31% are between 12-25, 25% are between 40-

55, 29% are between 40-55 and rest 15% are

above 55 years of age.

Table 25 : Occupation

Occupation Total

Respondents

(144)

In %

Student 48 33

Government

Employee

20 14

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Private

Employee

15 10

Businessman 11 8

Housewife 27 19

Self

Employed

23 16

Interpretation

Respondents occupation can be classified as

33% Students, 14% are Government

Employee, 10% are Private employee, 19%

are Housewife, 8% are Businessman while

16% are Self-Employed.

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Table 26 : Monthly Income

Income Total

Respondents

(144)

In %

Below 5000 62 43

5000-15000 25 17

15000-30000 19 13

30000-45000 17 12

45000 &

Above

21 15

Interpretation

Respondents Income can be classified as 43%

are below Rs.5000, 17% are between Rs.5000-

15000, 13% between Rs.15000-30000, 12%

between Rs.30000-45000 while 15% monthly

income exceeds Rs.45000.

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Table 27 : Marital Status

Choice

Total

Respondent

s (144)

In

%

Yes 82 57

No 64 43

Interpretation

Out of the 144 respondents 57% are married

while 43% are unmarried.

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Major Findings

Mobile Market is dominated by GSM

service providers

Prepaid consumers are much more than

postpaid consumers

In CDMA Reliance while in GSM Airtel is

leading the chart of market share

.

Consumer gets more influence from offers

in CDMA but when it comes to GSM

Advertisements are the main influencer.

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Few years back mobile connections were

not common among the students. But with

the mobile revolution now we can find

almost every student with mobile phone.

Dominancy of monthly expense in GSM is

between Rs.150-300 while in CDMA it is

between Rs.300-450.

CDMA users have an inclined towards

Network while GSM users have given Call

Rates as their main preference.

Vodafone ruled the chart for preference of

service provider for both CDMA as well as

GSM subscribers.

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Both CDMA as well as GSM users are not

very much satisfied with their existing

service providers as more than 75% of

them are ready to switch to some other

network

Idea from CDMA users while Airtel from

GSM users have leaded the preference in

Number Portability Option.

Consumers are aware only that in GSM

different cell phones can be used while in

CDMA variety of handsets are limited.

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RECOMMENDATIONS

From the research study, it has been found

out that the Customers are very particular

about the Quality of the Telecom services

and hence they want Reliance to increase

the Quality of their services.

Customers were unaware about the new

Jaadu Packs provided by Reliance, so

effective media campaign is a must to

enhance the awareness level.

Customer care of Reliance should be

improved a lot.

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During the rainy season network gets

disturb so reliance should work on this to

make it better.

Customers perceived that the bills are

always inflated so steps should be taken in

this matter.

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Conclusion

The telecom industry of India has registered

manifold growth in the recent years.

Personalized telecom access is essential

necessity of life for increasing number of the

people. The sector offers unlimited prospects

when we consider future growth. Both Public

Players and Private Players are enhancing

their technologies and taking the telecom

industry to a much higher growth state. Not

only service providers but also handset

manufacturers are contributing significantly to

the industry and economy of India. Each

Player is introducing new plans due to high

competition. New service providers such as

Swantel, Unitech etc are coming by the end of

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this year in India. So the competition is

heating up more day by day. RCOM is

emerging as one of the main contributor to this

sector. RCOM net profit is up by 9.4% in the

FY 09 to RS. 5,908 Crore. It added 11.3

million new subscribers from Jan to March. It

is the only telecom service provider in the

history of India till date which has CDMA as

well as GSM Service simultaneously. Keeping

these things in mind it can be said that there

are numerous opportunities in this sector it all

depends who and grabs it.

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BIBLIOGRAPHY

BOOKS:

Marketing Research – G. C. Beri

Research Methodology – C.R Kothari

Principles of Marketing – Philip Kotler

Web Resources:

www.trai.gov.in

http://www.tataindicom.com/t-

aboutus-ttsl-organization.aspx

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APPENDIX

Questionnaire

Dear Sir/Madam, This research is conducted to determine consumer preference for telecom operators in Lucknow. Kindly give your views in this regard and don’t skip any question.

1. Which Mobile Service do you have?□ GSM□ CDMA

2. Which type of user are you?□ Prepaid□ Postpaid

3. Which Service Provider do you use?□ Aircel□ Airtel□ Bsnl□ Idea□ Reliance GSM□ Vodafone□ Reliance CDMA

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□ Tata Indicom□ Virgin

4. What made you to go for this mobile service provider?

□ Advertisement□ Family and Friends□ Dealer□ Feel Good□ Offers□ Any Other- Specify

5. What is your monthly average expense on your mobile?

□ Below 150□ Between 150-300□ Between 300-450□ Between 450-600□ 600 & Above

6. Rank the following features as per your preference ( 1 to 6):

Features RankCall RatesSms RatesMMS and GPRS Rates

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NetworkVoice ClarityValue added services(Where 1-Most Preferred and 6-Least Preferred)

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7. Rate the following Service Provider as per your preference(1 to 9):

Service Provider

Rank

AircelAirtelBsnlIdeaReliance GSMVodafoneReliance CDMATata IndicomVirgin(Where 1-Most Preferred and 9-Least Preferred)

8. Provided Number Portability Option which service provider you would go for and why?

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9. What do you think of GSM and CDMA as a technology?

10. Suggestions ( if any):

Personal Profile Gender:

□ M□ F

Age Group:□ 12-25□ 25-40□ 40-55□ 55 & Above

Occupation:□ Student□ Government Employee□ Private Employee□ Businessman□ Housewife□ Self Employed□ Other – Specify

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Monthly Income:□ Below 5000□ 5000 - 15000□ 15000 - 30000□ 30000 - 45000□ 45000 & Above

Marital Status:□ Yes□ No

Thank You

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