Date post: | 07-Apr-2018 |
Category: |
Documents |
Upload: | raju-gupta |
View: | 216 times |
Download: | 0 times |
of 57
8/6/2019 RelianceEE Project Final Daya
1/57
PROJECT ON:-
CUSTOMERS ATTITUDE ANDCUSTOMERS ATTITUDE AND
PERCEPTION TOWARDS RELIANCE 3GPERCEPTION TOWARDS RELIANCE 3G
SERVICES IN JAMSHEDPUR.SERVICES IN JAMSHEDPUR.
DEPARTMENT OF
MANAGEMENT
BIRLA INSTITUTE OF
TECHNOLOGY, MESRA.
8/6/2019 RelianceEE Project Final Daya
2/57
SUBMITTED TO :-
SUBMITTED BY: RELIANCE
COMMUNICATION DAYANAND KUMAR
JAMSHEDPUR REGION
MBA/1034/2010
RAM
KUMAR SRIVASTAVA
MB
A/1017/2010
CERTIFICATE
This is to certify that Mr. Dayanand kumar bearing
university Roll No. MBA/1034/2010 has
successfully completed the project on the topic
CUSTOMER ATTITUDE AND PERCEPTION TOWARDS
RELIANCE 3G SERVICES IN JAMSHEDPURunder the
guidance of MR. Sandeep Shukla(Cluster
2 | P a g e
8/6/2019 RelianceEE Project Final Daya
3/57
head,Jamshedpur) and Mr.Hitesh Shukla(Incharge 3G
services).
Under
Guidance
Mr.Sandeep Shukla
Mr.Hitesh
Shukla
RELIANCE
COMMUNICATION
JAMSHE
DPUR
SL.NO.
INDEX PAGENO.
3 | P a g e
8/6/2019 RelianceEE Project Final Daya
4/57
1INTRODUCTION
6
2RELIANCE COMPANY PROFILE
9
3
RELIANCE 3G SERVICES
18
4 SWOT ANALYSIS OF RELIANCE 25
5PROBLEMS FACED BY RELIANCE
30
6 RESEARCH METHOLOGY & HYPOTHESIS
31
7 FINDINGS FROM QUESTIONAIRE 34
8 CONCLUSION 40
9FINDINGS FROM CUSTOMERS
42
10 FINDINGS FROM RETAILERS 43
11 SUGGESTION 44
12 APPENDICES
13 QUESTIONNAIRE 48
14 BIBILOGRAPHY 51
15 LIST OF RETAILERS 52
ACKNOWLEDGEMENT
4 | P a g e
8/6/2019 RelianceEE Project Final Daya
5/57
I would like to express my sincere thanks to all those instrumental
in this project Work. First of all, I would to thank MR.SANDEEP
SHUKLA (Cluster head Reliance Communication,
Jamshedpur) forgiving methis opportunity to do this project
and learn from it. I am thankful to Reliance Communication Ltdfor giving me helpful information to complete this project
(Research).
I express my sincere thanks to Mr.HITESH SHUKLA(Deputy
manager &incharge of 3G Services)& Prof. SHARDHA
SHIVANI (BIT faculty), for helping me in giving me all relevant
information about the product and service.
My heart full thanks to the whole staff and customers ,Retailers
and distributors of Reliance Communication Ltd,Jamshedpur
who gave me continuous support in every possible manner to
gain practical knowledge in Industry.
Finally I would like thank all lecturers, friends and my family for
the kind of support and to all who directly or indirectly helpedme in preparing this project report and special thanks to
website- www.rcom.co.in.
Date:
Place: JAMSHEDPUR DAYANAND KUMAR
ROLL-MBA/1034/2010
5 | P a g e
8/6/2019 RelianceEE Project Final Daya
6/57
PREFACE
A project is a scientific and systematic study of real
issues on a problem with the application of
management concept and skills. The study can deal
with small or big issues in any division of an
organization. It can be case study where a problem
has been dealt with, through the process ofmanagement. The essential equipment of a project
this that, it should contain scientific collection of
data, analysis and interpretation of data leading to
valid conclusion.
Project is an essential part in MBA curriculum. It
enables the student to share the real experience in
Industry & Market. My project has placed in Market
Research.
The topic of my project was CUSTOMER ATTITUDE AND
PERCEPTION TOWARDS RELIANCE 3G SERVICES IN
JAMSHEDPUR.
This project report tends to give a sharp picture of
the3G services of
Reliance telecom industry.I hope, this study can be of some help to the telecom
industry of his product
and future prospects of 3G services.
6 | P a g e
8/6/2019 RelianceEE Project Final Daya
7/57
INTRODUCTION
Research Problem
This Research deals with finding and analyzing Customers
attitude and perception towards Reliance 3G services in
Jamshedpur. Our Research deals with analyzing scope of Reliance
3G services in Jamshedpur.
Management Problem
Our aim is to analyze Customers attitude and response towardsReliance 3G services in Jamshedpur .Our aim is to suggest a set of
recommendation to Reliance to improve its 3G services according
to expectation of customers of Customers of Jamshedpur and to
suggest strategies that Reliance should follow to compete with its
Competitors.
Background.
Reliance is single private 3G telecom service provider in
Jamshedpur.
Reliance 3G service can offer speeds upto 21Mbps
Various 3G services offered by Reliance are follows
7 | P a g e
8/6/2019 RelianceEE Project Final Daya
8/57
Video Call
Video Portal
Mobile Internet HSPA
Mobile TV
RWorld
Multiplayer Gaming.
Jamshedpur comes under RTL(Reliance Telecom limited )
of Reliance Communication.
3G Dev
8 | P a g e
8/6/2019 RelianceEE Project Final Daya
9/57
OBJECTIVES
1.To analyse attitude and perception of customers towards
reliance 3G services in Jamshedpur.
2.SWOT analysis of Reliance 3G services.
3. To analyse interest and expectations of Customers towards 3G
services in Jamshedpur.
4.To suggest some guidelines to Reliance in order to provide
better focused 3G services.
5.To recommend strategy that Reliance should implement for
improving Customer satisfaction towards 3G services.
6. To analyze marketing strategies used by Reliance for its 3G
services.
9 | P a g e
8/6/2019 RelianceEE Project Final Daya
10/57
Reliance communication is only private telecom service
provider who is providing 3G services in Jamshedpur
city. It launched its 3G services in Jamshedpur in April.
COMPANYS PROFILE
10 | P a g e
8/6/2019 RelianceEE Project Final Daya
11/57
11 | P a g e
8/6/2019 RelianceEE Project Final Daya
12/57
OverviewIntroduction
Reliance Communications Limited (Reliance Communications orthe Company) is Indias largest integrated communicationsservice provider in the private sector with over 32 millionindividual, enterprise, and carrier customers.We operate pan-India across the full spectrum of wireless,wireline, and long distance, voice, data, video and internetcommunication services. We also have an extensive internationalpresence through the provision of long distance voice, data andinternet services and submarine cable network infrastructureglobally.
12 | P a g e
8/6/2019 RelianceEE Project Final Daya
13/57
As presently constituted, Reliance Communications was formedby the demerger and vesting of the telecommunicationsundertakings of Reliance Industries Limited
The demerger and vesting became effective on December 21,2005. Our shares were listed in India on the Bombay StockExchange and National Stock Exchange on March 6, 2006 and ourGlobal Depositary Receipts were listed on the Luxembourg StockExchange on August 3, 2006.
Reliance Communications Limited founded by the late ShriDhirubhai H Ambani (1932-2002) is the flagship company of theReliance Anil Dhirubhai Ambani Group. The Reliance AnilDhirubhai Ambani Group currently has a net worth in excess ofRs. 64,000 crore (US$ 13.6billion), cash flows of Rs. 13,000 crore
(US$ 2.8 billion), net profit of Rs. 8,400 crore (US$ 1.8billion).Reliance Communications is India's foremost and truly integratedtelecommunications service provider. The Company, with acustomer base of over 124 million including over 2.5 millionindividual overseas retail customers, ranks among the Top 4
Telecom companies in the world by number of customers in asingle country. Reliance Communications corporate clienteleincludes 2,100 Indian and multinational corporations, and over800 global, regional and domestic carriers.
Reliance Communications has established a pan-India, nextgeneration, integrated (wireless and wireline), convergent (voice,data and video) digital network that is capable of supporting best-of-class services spanning the entire communications value chain,covering over 24,000towns and 600,000 villages. RelianceCommunications owns and operates the world's largest nextgeneration IP enabled connectivity infrastructure, comprising over277,000 kilometers of fibre optic cable systems in India, USA,Europe, Middle East and the Asia Pacific region.
AN OVERVIEW OF CURRENT MARKET SCENARIO
Reliance Communications (formerly Reliance
Communications Ventures) is one of India's largest providers
13 | P a g e
8/6/2019 RelianceEE Project Final Daya
14/57
of integrated communications services. The company has
more than 20 million customers and serves individual
consumers, enterprises, and carriers, providing wireless,
wireline, long distance, voice, data, and internet
communications services through a number of operatingsubsidiaries. The company sells communications and digital
entertainment products and services through its chain of
Reliance Web World retail outlets. The company's Reliance
Infocomm subsidiary provides wireless communications
services throughout India. Reliance Communications is part
of the Reliance - Anil Dhirubhai Ambani Group.
The current network expansion undertaken by Reliance isthe largest wireless network expansion undertaken by any
operator across the world.
It was with this belief in mind that Reliance Communications(formerly Reliance Infocomm) started laying 60,000 routekilometres of a pan-India fibre optic backbone. Thisbackbone was commissioned on 28 December 2002, theauspicious occasion of Dhirubhais 70th birthday, though
sadly after his unexpected demise on 6 July 2002.
Reliance Communications has a reliable, high-capacity,integrated (both wireless and wire line) and convergent(voice, data and video) digital network. It is capable ofdelivering a range of services spanning the entire infocomm(information and communication) value chain, includinginfrastructure and services for enterprises as well asindividuals, applications, and consulting.
Today, Reliance Communications is revolutionizing the wayIndia communicates and networks, truly bringing about anew way of life.
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge information and
14 | P a g e
8/6/2019 RelianceEE Project Final Daya
15/57
communication services affordable to all individualconsumers and businesses in India.
We will offer unparalleled value to create customer delightand enhance business productivity.
We will also generate value for our capabilities beyondIndian borders and enable millions of India's knowledgeworkers to deliver their services globally.
BRIEF STUDY OF THE ORGANIZATION
Chairmans profile
Reliance Communications Limited founded by the late Shri.Dhirubhai H Ambani (1932-2002) is the flagship company of
the Reliance Anil Dhirubhai Ambani Group. It is India's
foremost truly integrated telecommunications service
provider. With a customer base of over 36 million including
close to one million individual overseas retail customers,
Reliance Communications ranks among the top ten Asian
Telecom companies. Its corporate clientele includes 600
Indian, 250 multinational corporations and over 200 globalcarriers and owns and operates the world's largest next
generation, IP enabled connectivity infrastructure,
comprising over 150,000 kilometers of fiber optic cable
systems in India, USA, Europe, Middle East and the Asia
Pacific region.
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.
15 | P a g e
8/6/2019 RelianceEE Project Final Daya
16/57
He is also the president of the Dhirubhai Ambani Institute of
Information and Communications Technology, Gandhinagar
An MBA from the Wharton School of the University ofPennsylvania, Shri Ambani is credited with pioneeringseveral financial innovations in the Indian capital markets.He spearheaded the countrys first forays into overseascapital markets with international public offerings of globaldepositary receipts, convertibles and bonds.
Under his chairmanship, the constituent companies of theReliance ADA group have raised nearly US$ 3 billion fromglobal financial markets in a period of less than 15 months.
Shri Ambani has been associated with a number ofprestigious academic institutions in India and abroad.
He is currently a member of:
Wharton Board of Overseers, The Wharton School, USA Board of Governors, Indian Institute of Management (IIM),
Ahmedabad Board of Governors, Indian Institute of Technology (IIT),
Kanpur Executive Board, Indian School of Business (ISB), Hyderabad
In June 2004, Shri Ambani was elected as an Independentmember of the Rajya Sabha Upper House, Parliament of India,a position he chose to resign voluntarily on March 25, 2006.
Select Awards and Achievements
Voted the Businessman of the Year in a poll conducted byThe Times of India TNS, December 2006 Voted the Best role model among business leaders in the
biannual Mood of the Nation poll conducted by India Todaymagazine, August 2006
Conferred the CEO of the Year 2004 in the Platts GlobalEnergy Awards
16 | P a g e
8/6/2019 RelianceEE Project Final Daya
17/57
Conferred 'The Entrepreneur of the Decade Award' by theBombay Management Association, October 2002
Awarded the First Wharton Indian Alumni Award by theWharton India Economic Forum (WIEF) in recognition of hiscontribution to the establishment of Reliance as a globalleader in many of its business areas, December2001Selected by Asiaweek magazine for its list of 'Leaders ofthe Millennium in Business and Finance' and was introducedas the only 'new hero' in Business and Finance from India, June1999.
Strategic Business Units
The business of Reliance Communications is organized into three
strategic customer facing business units: Wireless, Global, andBroadband. In addition, one of the wholly owned subsidiaries ofReliance Communications is engaged in the marketing anddistribution of wireless handsets. Our strategic business units aresupported by our fully integrated, state-of-the-art network andoperations platform and by the largest retail distribution andcustomer service facilities of any communications serviceprovider in India.
Wireless
We offer CDMA and GSM based wireless services, including mobileand fixed wireless voice, data, and value added services forindividual consumers and enterprises. Our primary brands areReliance Mobile for the mobile portfolio of services and RelianceHello for the fixed wireless portfolio of services. Our voice servicescomprise both local, and national and international long distancecalling. Our data services comprise wireless multimedia over theclick, browse, and select Reliance Mobile World platform,wireless internet access (Reliance Netconnect), and connectivityfor devices such as point-of-sale, lottery and ATM terminals. Wealso offer public calling office (PCO) and coin collection boxservices over our wireless network through independent retailoperators of such facilities.Our presence in the wireless market increased significantly withthe commercial launch nationwide of our CDMA based services inmid-2003. Within three years, we have become the largest
17 | P a g e
8/6/2019 RelianceEE Project Final Daya
18/57
provider of wireless communication services in the country, asmeasured by voice and data minutes of use. As at December 31,2006, we had 30 million wireless customers in aggregate,representing a 20.5% market share of the All-India wirelessmarket. We had the largest in-service base of multimedia-enabledhandsets and the largest number of unique users of such services(over 8 million customers). In addition, we are the largest PCOoperator in the private sector with over 50% market share.
GlobalWe offer national and international long distance calling services.We operate thisbusiness unit primarily on a wholesale basis, offering carriage andtermination to other carriers as well as on an inter segment basisto other business units of Reliance Communications. In overseasmarkets, we offer a retail virtual calling card service for calls toIndia (Reliance India Call) and to 200 other international
destinations (Reliance Global Call). This service is currently activein the United States, Canada, the United Kingdom, and Australia.We entered the long distance market in India in mid-2003, andhave become thelargest carrier of international voice minutes, with a market shareof over 40%. Inaddition, we have over 1 million active customers for our RelianceIndia Call service, a unique overseas consumer franchise. Usageof Reliance India Call accounts for around 40% of total retailmarket calls from the United States to India.We offer national and international (submarine cable) networkinfrastructure on both an Indefeasible Right of Use (IRU) andleased circuit basis, internet bandwidth, and managed dataservices to other carriers and enterprises globally. We have globalpartnerships with carriers such as C&W, Verizon/MCI, Sprint,Deutsche Telekom, and BT for Global VPN and Bi-lateral IPLCs.
18 | P a g e
8/6/2019 RelianceEE Project Final Daya
19/57
We own and operate through FLAG the largest private submarinecable system in the World, directly connecting 28 countries fromthe East coast of the United States, to Europe, the Middle East,India, South and East Asia, through to Japan. FLAG Global Networkprovides unique connectivity between the worlds largesttelecommunications market in developed countries and theworlds fastest growing telecommunication market in developingcountries.We are currently extending the construction of the FALCON cablesystem, whichdirectly connects 12 countries in the Middle East, East Africa andthe Mediterranean to the rest of the world through the FLAGGlobal Network. FLAG and FALCON provide unique on-net globalconnectivity and our long term customers include more than 200
global carriers and more than 400 large enterprises. ThroughFLAG and FALCON, we arethe largest provider of international bandwidth in the Middle Eastand Asia. Ownership of these assets further allows us to leverageour strengths in the Indian market.
Broadband
We offer the most complete portfolio of enterprise voice, data,video, internet and IT infrastructure services of any operator inIndia. These services include: national and international privateleased circuits, broadband internet access, audio and videoconferencing, MPLS-VPN, Centrex, and managed internet datacentre (IDC) services.We offer unique, value added products and services to large andmedium enterprises for their communications, networking, and ITinfrastructure needs across the country.
We are the clear market leader in the highest growth segments ofthe market,comprising MPLS-VPN, Centrex, and IDC services.We launched our enterprise broadband services in the first half of2005, focusinginitially on the top 30 cities in India. In these cities, we areleveraging our existing
19 | P a g e
8/6/2019 RelianceEE Project Final Daya
20/57
metro fibre optic networks to establish direct building connectivityon-net. Wecurrently have over 379,000 buildings directly connected to ournetwork and over530,000 access lines.Our primary building access technology is metro Ethernet LAN,which offersperformance and cost advantages versus other accesstechnologies in areas with high service potential. Our MetroEthernet LAN technology gives us a significant edge in deliveringhigh bandwidth data services, as compared with all of ourcompetitors who are deploying legacy copper networks. In citieswhere we are not currently providing wireline direct buildingconnectivity, we have selectively deployed wireless LMDS to
access targeted buildings in accordance with our customersrequirements.We have established an enterprise customer base that includes750 of the Top 1,000 Indian enterprises and MNCs and areexpanding rapidly in the SME segment. We are the market leaderin IDC services (Reliance Data Center) with over 50% marketshare and are also the leading provider of MPLS-VPN and Centrexsolutions.In the consumer segment, we offer feature rich fixed line phone
services andbroadband internet access services with a unique speed selectoption. Our consumer roll out to date has been predominantly inthe same areas where we have activated our enterprise services.Our consumer and enterprise broadband services ride on thesame access and core networks. In addition to our currentconsumer product offerings, we have completed trials of IPTVservices in more than 10,000 premises.
3G SERVICE INTRODUCTION
20 | P a g e
8/6/2019 RelianceEE Project Final Daya
21/57
3G refers to the Third Generation mobile
network,sometimes also referred as UMTS
3G networks offers more data download speeds
Offers users advanced services e.g.: multimedia
applications like video and broadband services
3G+ & 3.5G are the names given from some
operators to an upgraded 3G network
3G cellular technology is defined as the provision of wireless broadband data and
information services right to a person's mobile unit. Compared to the previous
technologies, 3G promises speeds ranging from 144 Kbps, which is 3 times faster
compared to the traditional 56K dial-up modem connection up to 2.4 Mbps, which
is very near cable-modem speed. The networks of 3G allows you to browse
quickly through web pages, watch on-demand video programs, download and
play music, videos and 3D games, watch streaming videos and music videos and
have a video conference with others located on the other side of the plant.
Currently, 3G technology is the most recent in mobile communications. 3G is the
shorter term for third generation, making analogue cellular technology generation
one and digital/PCS generation two. The 3G technology is planned and devised
for the real multimedia cellular phone, also known as smart phones. These tools
feature higher bandwidths and transfer rates to cater to web-based applications
21 | P a g e
8/6/2019 RelianceEE Project Final Daya
22/57
and phone-based video and audio data files.
The most common include CDMA2000, which is based on code division multiple
access, TD-SCDMA, which stands for Time-division Synchronous Code-division
Multiple Access and WCDMA or UMTS which stands for Wideband Code Division
Multiple Access.
3G phones are comparable to small laptops that can cater to several broadband
applications like browsing the internet, receiving streaming videos online, video
conferencing and sending and receiving faxes. The soaring towers are among the
most important element of the group, allowing the data to be transferred from one
hone to another. 3G basically is a cellular phone network protocol.
3G networks have the capability of transferring speeds up to 3 Mbps which is
equivalent to around 15 seconds for every download of a 3-minute MP3 song. To
compare, the speediest 3G cellular phones can move speeds up to 144 Kbps,
which is equivalent to around 8 minutes to download a 3-minute MP3 song. The
high data rates of 3G are recommended when downloading or acquiring
information online, as well as sending and receiving huge multimedia files.
RELIANCE 3G SERVICES
22 | P a g e
8/6/2019 RelianceEE Project Final Daya
23/57
3G en
RCOM
MOBILE BROADBAND
23 | P a g e
8/6/2019 RelianceEE Project Final Daya
24/57
Reliance Mobile is providing the best speeds (up to 28
Mbps), the fastest download and upload speeds and
providing coverage in the largest number of areas in India
Reliance Mobile broadband will always be connected to the
fastest possible technology available (3G, EDGE, GPRS.)The services that Reliance Mobile Broadband will offer are
Dongles, phone as modem & Mobile Internet.
When compared to HSD, Reliances 3G MBB offers higher speeds
(up to 28 Mbps vs. 3.1 Mbps for HSD), is easy to use on any
computer and offers very convenient tariffs.
MOBILE TV
Live TV with ~100 channels across sports, news, music , kids
and general entertainment
Video on demand offering ranging from short clips (movie
trailers, songs) to full length movies and made for mobile
content (mobisodes)
VIDEO CALL
Real time two-way video and voice communication between
two video-call enabled 3G handsets
Easy to user as simple as making or receiving a voice call
Requires both calling and receiving customers to have front
camera 3G handsets in 3G coverage area.
R-WORLD
New and improved WAP portal to be launched with improved
graphics and rendering for enhanced user experience
WAP portal will be a storefront for all reliance VAS services;
strong content offering (Bollywood, international, niches like
devotional)
24 | P a g e
8/6/2019 RelianceEE Project Final Daya
25/5725 | P a g e
8/6/2019 RelianceEE Project Final Daya
26/5726 | P a g e
8/6/2019 RelianceEE Project Final Daya
27/57
Main Studies
SWOT analysis of Reliance3g services inJamshedpur.
The problems being faced by customers ofreliance communication in Jamshedpur.
What does Company may Gain by solving theproblem
27 | P a g e
8/6/2019 RelianceEE Project Final Daya
28/57
What is SWOT Analysis
SWOT analysis is a basic, straightforward model that provides
direction and serves as a basis for the development of
marketing plans. It accomplishes this by assessing an
organizations strengths (what an organization can do) and
weaknesses (what an organization cannot do) in addition to
opportunities (potential favorable conditions for an
organization) and threats (potential unfavorable conditions for
an organization). SWOT analysis is an important step inplanning and its value is often underestimated despite the
simplicity in creation. The role of SWOT analysis is to take the
information from the environmental analysis and separate it
into internal issues (strengths and weaknesses) and external
issues (opportunities and threats). Once this is completed,
SWOT analysis determines if the information indicates
something that will assist the firm in accomplishing its
objectives (a strength or opportunity),
SWOT analysis is a general technique which can be applied
across diverse functions and activities, but it is particularly
appropriate to the early stages of planning for a TIPD visit.
Performing SWOT analysis involves generating and recording
the strengths, weaknesses, opportunities, and threats relating
to a given task. It is customary for the analysis to take account
of internal resources and capabilities (strengths and
weaknesses) and factors external to the organization(opportunities and threats).
28 | P a g e
8/6/2019 RelianceEE Project Final Daya
29/57
SWOT analysis can provide:
A framework for identifying and analyzing strengths,
weaknesses, opportunities and threats.
This checklist is for those carrying out, or participating in,
SWOT analysis. It is a simple, popular technique which can be
used in preparing or amending plans, in problem solving and
decision making.
Illustrative diagram of SWOT analysis If SWOT analysis does not
start with defining a desired end state or objective, it runs therisk of being useless. A SWOT analysis may be incorporated
into the strategic planning model. An example of a strategic
planning technique that incorporates an objective-driven SWOT
analysis is SCAN analysis. Strategic Planning, including SWOT
and SCAN analysis, has been the subject of much research.
Strengths: attributes of the organization those are helpful to
achieving the objective.Weaknesses: attributes of the organization those are harmful
to achieving the objective.
Opportunities: external conditions those are helpful to
achieving the objective.
Threats: external conditions that is harmful to achieving the
objective.
SWOT analysis can be used for all sorts of decision-making, andthe SWOT template enables proactive thinking, rather thanrelying on habitual or instinctive reactions.
The SWOT analysis template is normally presented as a grid,comprising four sections, one for each of the SWOT headings:Strengths, Weaknesses, Opportunities, and Threats. The free
29 | P a g e
8/6/2019 RelianceEE Project Final Daya
30/57
SWOT template below includes sample questions, whoseanswers are inserted into the relevant section of the SWOTgrid. The questions are examples, or discussion points, andobviously can be altered depending on the subject of the SWOTanalysis. Note that many of the SWOT questions are alsotalking points for other headings - use them as you find mosthelpful, and make up your own to suit the issue being analyzed.It is important to clearly identify the subject of a SWOTanalysis, because a SWOT analysis is a perspective of onething, be it a company, a product, a proposition, and idea, amethod, or option, etc.
Here are some examples of what a SWOT analysis can beused to assess:
a company (its position in the market, commercial viability,etc)
a method of sales distribution a product or brand a business idea a strategic option, such as entering a new market or
launching a new product a opportunity to make an acquisition a potential partnership changing a supplier outsourcing a service, activity or resource an investment opportunity
30 | P a g e
8/6/2019 RelianceEE Project Final Daya
31/57
SWOT ANALYSIS OF RELIANCE 3G SERVICES
31 | P a g e
8/6/2019 RelianceEE Project Final Daya
32/57
PROBLEM BEING FACED
32 | P a g e
Strength
Attractive Tariff plans
Unique VAS features
Fast ActivationProcess
Good NetworkCoverage
Good Brand image
Single Private 3Gservice provider.
Weakness
Poor Advertisment.
Lack of awarenessabout 3G servicesamong Customers.
Lack of CompetitiveStrength
Poor Customercare
Opportunity
Preference of GSMover CDMA
Customer Satisfactionby latest services.
Increase in revenueand market share
Can attract customersof other operators byits unique services
Can emerge as amarket leader in 3Gservices
Threat
Threat from BSNL3Gcheaper tariff plans.
New Entrants of 3Gservices
Market Demand is not
as per expectations. Threat from new
entrants. .
8/6/2019 RelianceEE Project Final Daya
33/57
Lack of communication between retailers and distributor
leads to dissatisfaction among Retailers.
Competitor BSNL 3G provides services at cheaper rates.
Network problem faced in some areas like Kadma, Jugsalai, Telco, Adityapur,Ghamaria etc.
Most of retailers are not aware about 3G services of
Reliance communication
Most of Customers are not aware about 3G services in the
city
Poor Customer care Response
Improper balance cut is major problem among most of
Customers.
Lack of proper sales promotion and
advertisement,hordings,banners
Less promotional offers in mobile tv plans and video calling
plans.
33 | P a g e
8/6/2019 RelianceEE Project Final Daya
34/57
WHAT DOES COMPANY CAN GAIN BY SOLVING THE
PROBLEM
Customer Satisfaction
Retailer Satisfaction
Increase in Sale and market share
Sales Promotion
Proper Distribution Channel
Market leader in 3G services.
Good brand image among other telecom service provider
Customers.
34 | P a g e
8/6/2019 RelianceEE Project Final Daya
35/57
RESEARCH METHODOLOGY
Research methodology is a way to systematically do the job.It may be understood as a science of studying how research
is done scientifically. The most desirable approach with
regards to the selection of the research methodology
depends on the nature of particular work, time and resources
available along with the desire level of accuracy.
Research Type Descriptive Research
Data Source Primary Data
Research Instrument Questionnaires, Schedules
Type of Questionnaire Structured
Sampling Unit Retailer, customers, distributors
Sampling Method Judgmental, Delibrate
Contact Method Personal Interview ,
schedules.
35 | P a g e
8/6/2019 RelianceEE Project Final Daya
36/57
HYPOTHESIS
H1:Customers use Reliance 3G services mostly for video calls.
H2:Customers decision of choosing 3G services are influenced
mostly by value added services.
SCOPE OF STUDY
To analyse attitude and perception of customers towards
reliance 3G services in Jamshedpur. SWOT analysis of Reliance 3G services.
To analyse interest and expectations of Customers towards
3G services in Jamshedpur.
To suggest some guidelines to Reliance in order to provide
better focused 3G services.
To recommend strategy that Reliance should implement forimproving Customer satisfaction towards 3G services.
To analyze marketing strategies used by Reliance for its 3G
services.
Reliance communication is only private telecom service
provider who is providing 3G services in Jamshedpur city. It
launched its 3G services in Jamshedpur in April.
To analyze the Customer opinion and satisfaction with specific
reference to Reliance 3g services.
36 | P a g e
8/6/2019 RelianceEE Project Final Daya
37/57
RESEARCH METHODOLOGY
For our project we have Prepaired a questionnaire consist of
questions related to measurement of attitude and perception
of customers towards Reliance 3G services.
We have Conducted survey by schedules with near about
170 Retailers of various Jamshedpur Region.
Sample size of customers for our Questionnaire is 100,Out of
Which 20 Customers are using 3g Services Currently.In our
sample 80 customers are Reliance Customers and 20
Customers are Non Reliance User.
We have Conducted interview with Various Distributers
,Reliance Store Representatives and Various Official Personof Reliance.
Different Areas of Jamshedpur in which we Conducted Our
Survey are Sakchi, Mango, Bishtupur, Telco ,Sonari, Jugsalai,
Golmuri etc.
Finally, through fieldwork, it seeks evidence to confirm or disconfirm the
hypothesis. Being quantitative this research, a) generates theories andhypotheses b) develops instruments and methods for measurement c)
evaluates results. To collect appropriate empirical data, it employs a survey
strategy. Structured questionnaires are especially designed and are used to
collect evidences.
Instrument for data collection:
37 | P a g e
8/6/2019 RelianceEE Project Final Daya
38/57
Primary Data: Questionnaire ,Schedules with Retailers
Secondary data: Internet, newspaper, business magazines and Reliance Ofice
Jamshedpur.
Sampling Method: Stratified and cluster sampling
Sample size: 100
Target Audience: Customers Visited at Various Reliance Store Big
Bazar,Customers of different areas of Jamshedpur.
Data Analysis: The analysis will be undertaken with a view to give a clear cut idea
from the primary data collection. The techniques that are used in the phases of the
study are weightage average mean, and descriptive statistics.
FINDINGS FROM QUESTIONNAIRE
86% of Customers are interested in using 3G services.
38 | P a g e
8/6/2019 RelianceEE Project Final Daya
39/57
24
76
Handset Profile
3G enable
Non 3G enabl
76% of Customers use Non 3G Handsets.
54 out of 80 customers told that tariff plans of Reliance is Good.
39 | P a g e
8/6/2019 RelianceEE Project Final Daya
40/57
46 out of 80 Customer found Network Coverage of Reliance
to be good.
34
25
21
V.A.S.
Excellent
Good
Average
40 | P a g e
8/6/2019 RelianceEE Project Final Daya
41/57
Most of Customers are satisfied with Value Added Services of Reliance.
32
18
16
14
C.C.S.
Good
Moderate
Poor
V.Poor
Customers are not at all Satissfied with Customer care
service of Reliance.
41 | P a g e
8/6/2019 RelianceEE Project Final Daya
42/57
56% customer prefer monthly 3Gplans over other3G
plans.
Pricing and quality of services are two major Reason for
choosing a particular 3G services by Customers.
Most of Customers are satisfied with current 3G services of Reliance.
Distribution of consumption of customer
Rating/faciliti
es
1=
5
pt
2=4p
ts
3=3p
ts
4=2p
ts
5=1p
ts
42 | P a g e
8/6/2019 RelianceEE Project Final Daya
43/57
s
Video
Calls
52 30 18
Mobile
Broadband
36 32 21 11
Mobile TV 8 16 34 30 12
Video
Confrencing
12 9 27 24 28
Multiplayer
Gaming
3 9 28 25 36
Others
WEIGHTED AVERAGE MEAN METHOD
Video Calling=52*5+30*4+18*3/100=4.34=4.34/15.57*100=27.87%
Mobile Broadband=36*5+32*4+21*3+11*2/100=3.71=3.71/15.57*100=23.82%
Mobile Tv=8*5+16*4+34*3+30*2+12*1/100=2.78=2.78/15.57*100=17.85%
Video Confrencing=12*5+9*4+27*3+24*2+28*1/100=2.53
=2.53/15.57*100=16.24%
43 | P a g e
8/6/2019 RelianceEE Project Final Daya
44/57
Multiplayer Gaming=3*5+9*4+28*3+25*2+36*1/100=2.21
=2.21/15.57*100=14.19%
Hence Hypothesis 1 found to be true as highest percentage of
Customer gives preference to video Calling over other 3G
services.
By our survey with Custotomers we found that Customer gives
preference to Pricing and quality o f services over other value
Added Services.
36% of customer gives preference to pricing
32% of customergives preference to Quality of services.
Only 20% of customer gives preference to Value Addedservices.
Hence Hypothesis 2 found to be false.
H2:Customers decision of choosing 3G services are influenced
mostly by value added services.
CONCLUSION
Indian economy is an emerging one and is growing very fast
at the average GDP rate 8-9% so in this emerging market
competition level among telecommunication services
provides new players are coming who will necessarily
intensify the competition.3G services are very popular and
helpful for Customers and its future prospects are very
good.
44 | P a g e
8/6/2019 RelianceEE Project Final Daya
45/57
New products and new schemes are being offered by the
telecom service providers. The need for large information
capacity has grown tremendously due to the demand of real
time information. Telecommunication has now become a
major information transmission system and telecom hasundoubtedly emerged as the most important industry in
India. Process of acquisition and merger are in process and
future will be only for those companies who have an edge
over others in the field. Service provided and the better
quality of network etc. is provided at affordable cost. In this
process of competition it is assumed that only those
companies will survive who adopt suitable market strategy
and technology innovation and up gradation to suit theaspiration and demand of the consumer.
3G services are very popular among Youths as well as
Corporate peoples as it contains unique features like ,video
calling,high speed internet etc.Customers always demand for
new features and services by their operators and 3G services
fulfill their expectations.
RCOM cellular ltd. an Anil Ambani Group of cos. is very fast
catching up the 3Gmarket by providing unique VAS features.
The market strategies adopted by its executives are bearing
fruits and the company although being the Second one to
enter the market of Bihar & Jharkhand has found a suitable
niche and recognition in the consumer. so to withstand thecompetition resources mobilization and technological
innovation on the part of cos. To upgrade its quality of
network and services is urgently called for.
To emerge as a market leader in 3G services it has to work
out and solve various issues of Customers and retailers
45 | P a g e
8/6/2019 RelianceEE Project Final Daya
46/57
related to Network ,tariff plan and other issues which can
lead to dissatssfaction among Customer.
Market access and growth is alright but the improvement ofquality on the above counts is necessity of the time.
FINDINGS FROM CUSTOMERS
More than 85% of Reliance Customers are interested in using
3G services.
More than 75% of mobile Customers use non-3G handsets.
Customers are satisfied with Reliance Value added services.
Most of Reliance Customers are not aware of Reliance 3G
services.
46 | P a g e
8/6/2019 RelianceEE Project Final Daya
47/57
Customer main Prefernce for using 3G services is Video
Calling over other Services.
Customer major Complaint about Reliance is unnecessary
balance cut in amost of areas.
Customers opinion is Reliance3G services are costlier than
its Competitor and it should reduce 3G activation charge.
Network Problem in areas like Jugsalai,Ghamaria, Adityapur,
Kadma etc.
Reliance 3G Mobile Broadband speed is good.
Customer Care Service of Reliance needs improvement.
Customer give weightage to monthly plans over other plans
for 3G services.
Customer give weightage to Prepaid plans over Post Paid
plans for 3G services.
Advertising and Awareness of Reliance 3G services are poor.
Lack of attractive and promotional offers in mobile tv plans
and video calling plans which can attracts new Customers.
FINDINGS FROM RETAILERS
Most of retailers are not aware of Reliance 3G services in
Jamshedpur.
Demand of Reliance 3G services are good in areas like telco,
Sonari, Jugsalai, Bistupur etc.
47 | P a g e
8/6/2019 RelianceEE Project Final Daya
48/57
Complaint about unnecessary balance cut and self activation
of VAS services without Request.
Activation and Recharge problems faced by Retailers of
Mango,Jugsalai,Kadma and Ghamaria.
Distributors Response is not proper ,they donot intimate
retailers about from new offers and services of Reliance 3G
services.
Reliance 3G tariff rates specially internet packs and Video
calling are costlier than its Competitors.
Poor Response of Customercare and lack of Promotional
offers in video calling and mobile tv plans.
Poor Advertisment of distinct features and Unique Sellingpoint of Reliance 3G services.
Network Problem in areas like Jugsalai, Kadma, Adityapur,
Ghamaria and Mango.
Reliance 3G activation charge is high and it should be
reduced to attract more Customers towards 3G services.
Most of the retailers ensnared that they are supported by
the companies personnel & companies helpline .
SUGGESTIONS
On the basis of extensive study and research, here are some
recommendation and suggestion which may help the
company to market the product and services OF Reliance 3G
48 | P a g e
8/6/2019 RelianceEE Project Final Daya
49/57
services more profitability and increase its share in the
Telecom market of Jamshedpur.
PROMOTIONAL ACTIVITIES
There may be some useful tools which can be summed as
follows:-
Advertising Advertising should have a clear objective
and message, which has not been found in recent ads of
Reliance 3G services ads. Reliance has good brand image
in the mind of Customers of Jamshedpur. .Every offers and
schemes they should show with proper message for
benefit to the customer. In busy life customer do notremembered any offers and which service we can
provided for the customer therefore they should by force
showing advertisement in growing market and among
customer .customers wants continuously exposure in
Cable and Local newspapers.
Persuasive Advertising: - Now there is a need ofpersuasive advertising for Reliance3G services which can
be moved into the category of comparative advertising.
It will help the company to establish the superiority of its
brand service through specific comparison of one or more
attributes and features.
Technical Expertise: - The advertisement should show
the companies expertise, experience and pride in market
the product service sale.
49 | P a g e
8/6/2019 RelianceEE Project Final Daya
50/57
Media:-A combination of print ads and TV commercial do
a better job. Local ads and publicity should be giving more
stress. Hoardings, banners, wall painting should be
promoted, as some expenses are also beard by dealers.
Ads on Cable network result greater audience attention.Schemes, gift offers etc. must be highlighted through
Radio and Local newspapers.
SALES PROMOTION
Cash discount, Premiums, Financial schemes
OCCASIONAL DISCOUNT
The company may go for occasional discount offers orprice off from time to time specially during any festival.
Off season discount may also prove helpful to check
fluctuating sales.
PRODUCT QUALITY AND TECHNICAL FEATURES
As for as some hand set mobile product quality is concerned,
there is an urgent need of technical up gradation of Reliance
mobile product line. It would be beneficial for company to launchsome cheap 3G enable mobile hand sets with the some added
feature and minimum price.
50 | P a g e
8/6/2019 RelianceEE Project Final Daya
51/57
OTHER SUGGESTIONS
Reliance should reduce interference in its network which leads to call drop
by making its tower (base station) maintenance service more prompt.
It should install more BTS towers (base stations) of good range and of high
capacity to overcome from Network Congestion and lack of Network
Problem.
It should launch more number one of One stop solution shops to solve
Customer problems and to provide them better facility.
It should increase its Call Centre employee strength and should open new
setups to solve its customer care problems.
It should use Latest equipment and machineries to compete with its
Competitors.
It should improve its Tariff plan and introduce a more competitive plans to
attract its loyal customers as well as the new customers and it should also
reduce its 3G activation charge to attract more Customers.
It should launch a dynamic and impressive advertisement campaign in order
to attract their loyal and new customers and to make aware Customers with
unique selling point of Reliance 3G services.
51 | P a g e
8/6/2019 RelianceEE Project Final Daya
52/57
Staff should be delegated with higher responsibilities in order to develop the
sense of motivation to complete the tasks given with full zeal.
Training to the staff should be provided on time to time basis to hone their
skills and develop new tactics.
There should be proper Communication and interaction between Retailers
,distributors and Reliance official in order to solve problem faced by them.
Retailers should be intimated and shoud make aware about new features and
offers of Reliance 3G services.
It should solve complaints of customer with proper Response in less time to
increase loyality and Customer Satisfaction.
52 | P a g e
8/6/2019 RelianceEE Project Final Daya
53/57
PROPOSED QUESTIONAIRE FOR CUSTOMERS
QUESTIONNAIRE ON CUSTOMER PERCEPTION AND
ATTITUDE TOWARDS RELIANCE 3G SERVICES IN
JAMSHEDPUR
NAME: Location:
PROFESSION: Mob. no:
1.Do you use a mobile phone?.
Yes No
2.Which telecom service provider you are using currently?
Airtel Reliance Bsnl
Vodafone
If any other please specify
3.Are you aware about of 3G services?
53 | P a g e
8/6/2019 RelianceEE Project Final Daya
54/57
Yes No
4.Are you aware about mobile operators who are providing 3G
services in Jamshedpur?
Yes No
If yes please specify
5.Which mobile Handset you are using currently?
3G enable handset Non 3G handset
6.Do you use 3G services Currently?
Yes No7.If no then are you interested in using 3G services?
Yes NO
If no any reason please specify
8.What kind of 3G multimedia services would you really like to use?From the list below, rank at least four services in order of importance. Write 1 for the
most favorite service , 2 for the second and 3 for the third, and 4 for the fourth ?
Video Call Mobile Broadband
Mobile TV
Video on demand video Confrencing
Multiplayer gaming
If any other please specify:
9.Please rate services provided by your current mobile
operator?
(1)Excellent (2)Good (3)Average (4)Poor (5)very poor
Tarrif Plans Network Coverage
Value Added services Customer Care
54 | P a g e
8/6/2019 RelianceEE Project Final Daya
55/57
If any other please Specify
10.Which kind of plan you prefer most in 3G services?
Prepaid Post Paid Not Sure
11.Which Tarrif plan do you prefer most in 3G services?
Daily plan weekly plan Monthly plan
Volume Based charging Notsure others
12. Which factors will affect your decision for choosing a
particular 3G services? Arrange in order for most preferable mark-
1 for least preferable mark -4.
Pricing Quality of service Value added services
Brand image If any otherplease specify
13. Are you satisfied with 3Gservices provided by your telecom
service provider?.
Yes No
If any problem please specify14.Please provide your suggestions if any to improve adaptability of
3G services to your telecom Service Providers?
55 | P a g e
8/6/2019 RelianceEE Project Final Daya
56/57
BIBLIOGRAPHY
BOOKS
Marketing Management - Phillip Kotler
Marketing Research - Tull & Hawkins
Buisness Research -
C.R.Kothari.
MAGAZINE
Business Today
Advertising & Management
56 | P a g e
8/6/2019 RelianceEE Project Final Daya
57/57
WEBSITE
Wikipedia.org
rcom.co.in
The relevant information from the internal source of the
organization