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    CHAPTER- 1

    INRODUCTION

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    INTRODUCTION

    It is clear that the mobile industry is also undergoing profound

    changes. The saturated developed markets are forcing the industry to

    find new revenue streams and we are now World telecom industry

    is an uprising industry, proceeding towards a goal of achieving two

    third of the world's telecom connections. Substantial economic growth

    and mounting population enable the rapid growth of this industry.

    The world telecommunications market is expected to rise at an 11

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

    leading telecom companies like AT&T, Vodafone, Verizon, SBC

    Communications, Bell South, Qwest Communications are trying to take

    the advantage of this growth. These companies are working on

    telecommunication fields like broadband technologies, EDGE(Enhanced

    Data rates for Global Evolution) technologies, LAN-WAN inter

    networking, optical networking, voice over Internet protocol, wireless

    data service etc.

    Economical aspect of telecommunication industry: World telecom

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

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

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    is aiming at attaining more revenues. One statistical report reveals that

    approximately 16.9% of the world population has access to the

    Internet.

    GLOBAL SCENARIO

    Until the 1980s the world telecommunications systems had a simply

    administrative structure. In almost all other countries both services

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

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

    AT&T agreed in a court settlement to divest It self of the local

    operating companies that provided basic telephonic service.

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

    for mobile with some data services included as support services and

    niche market services. 4G (ie, WiMAX/LTE) is the real solution for

    mobile data and by 2015 it is expected that the majority of mobile

    revenues will come from data.

    With the Internet economy, digital media and other telecommunications

    activities becoming further established, the need for modern and

    efficient infrastructure is becoming more critical.

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    CHAPTER 2

    COMPANY PROFILE

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    COMPANY PROFILE

    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 fact, in April 2008, India had already overtaken the US

    as the second largest wireless market. To put this growth into

    perspective, the countrys cellular base witnessed close to 50 per cent

    growth in 2008, with an average 9.5 million customers added every

    month. According to the Telecom Regulatory Authority of India

    (TRAI), the total number of telephone connections (mobile as well as

    fixed) had touched 385 million as of December 2008, taking the

    telecom penetration to over 33 per cent. This means that one out of

    every three Indians has a telephone connection, and telecom companies

    expect this pace of growth to continue in 2009 as well. "We are

    extremely bullish that the growth will continue in 2009. This year, the

    number of additions will be in excess of 130 million," according to

    T.V. Ramachandran , Director General, Cellular Operators Association

    of India (COAI), an industry body that represents all Global System

    for Mobile communications (GSM) players in India. According to

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    CRISIL Research estimates, eight infrastructure sectors, which include

    the telecom sector, are expected to draw more than US$ 345.28 billion

    investment in India by 2012.

    With the rural India growth story unfolding, the telecom sector is

    likely to see tremendous growth in India's rural and semi-urban areas

    in the years to come. By 2012, India is likely to have 200 million

    rural telecom connections at a penetration rate of 25 percent. And

    according to a report jointly released by Confederation of Indian

    Industry (CII) and Ernst & Young, by 2012, rural users will account

    for over 60 per cent of the total telecom subscriber base.

    According to Business Monitor International, India is currently adding

    8-10 million mobile subscribers every month. It is estimated that by

    mid 2012, around half the country's population will own a mobile

    phone. This would translate into 612 million mobile subscribers,

    accounting for a tele-density of around 51 per cent by 2012. It is

    projected that the industry will generate revenues worth US$ 43 billion

    in 2009-10.

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    GROWTH IN SEGMENTS

    According to a Frost & Sullivan industry analyst, by 2012, fixed line

    revenues are expected to touch US$ 12.2 billion while mobile

    revenues will reach US$ 39.8 billion in India. Fixed line capex is

    projected to be US$ 3.2 billion, and mobile capex is likely to touch

    US$ 9.4 billion.

    Further, according to a report by Gartner Inc., India is likely to

    remain the world's second largest wireless market after China in terms

    of mobile connections. According to recent data released by the COAI,

    Indian telecom operators added a total of 10.66 million wireless

    subscribers in December 2008. Further, the total wireless subscriber

    base stood at 346.89 million at the end of December 2008.

    The overall cellular services revenue in India is projected to grow at

    a CAGR of 18 per cent from 2008-2012 to exceed US$ 37 billion.

    Cellular market penetration will rise to 60.7 per cent from 19.8 per cent

    in 2007.

    The Indian telecommunications industry is on a growth trajectory with

    the GSM operators adding a record 9.3 million new subscribers in

    January 2009, taking the total user base to 267.5 million, according to

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    the data released by COAI. However, this figure does not include the

    number of subscribers added by Reliance Telecom.

    In WiMax, India is slated to become the largest WiMAX market in the

    Asia-Pacific by 2013. A recent study sees India's WiMAX subscriber

    base hitting 14 million by 2013 and growing annually at nearly 130 per

    cent. And investments in WiMAX ventures are slated to top US$ 500

    million in India, according to a report by US-based research and consulting

    firm, Strategy Analytics.

    VALUE-ADDED SERVICES MARKET

    A report by market research firm IMRB stated that the mobile value-

    added services (MVAS) industry was valued at US$ 1.15 billion in June

    2008, and is expected to grow rapidly at 70 per cent to touch US$

    1.96 billion by June 2009.

    Currently, MVAS in India accounts for 10 per cent of the operator's

    revenue, which is expected to reach 18 per cent by 2010. According to a

    study by Stanford University and consulting firm BDA, the Indian

    MVAS is poised to touch US$ 2.74 billion by 2010.

    Mobile advertising, which is an important VAS segment, offers great

    potential to become an important revenue source. Marketers are

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    increasingly using MVAS as a step ahead of SMS-based marketing to

    sell soaps and shampoos, banking, insurance products and also

    entertainment services, and rural markets are proving to be very receptive

    for such marketing.

    Further, Venture Capitalists like Canaan Partners, Draper Fisher

    Juvertson, Helion, and Nexus India are also innovating with services like

    mobile payment options, advertising, voice-based SMS and satellite

    video streaming.

    According to Venture Intelligence, there were nine deals worth US$ 41

    million in 2007 in the mobile VAS space, and till August 2008, seven

    deals worth US$ 91 million had already been finalized. Presently, mobile

    VAS has a US$ 700 million market with a 20 per cent y-o-y growth,

    which is likely to touch US$ 3 billion by 2012.

    A DREAM COME TRUE

    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

    Indias largest private sector company virtually from scratch, had stated

    as early as 1999: Make the tools of information and communication

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    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 Infocomm) started laying 60,000 route kilometers of a pan-India

    fiber optic backbone. This backbone was commissioned on 28 December

    2002, the auspicious 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 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.

    Today, Reliance Communications is revolutionizing the way India

    communicates and networks, truly bringing about a new way of life.

    About Sh. Dhirubhai Ambani

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    Few men in history have made as dramatic a contribution to their

    countrys economic fortunes as did the founder of Reliance, Sh.

    Dhirubhai H Ambani. Fewer still have left 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

    Indias capital markets, the champion of shareholder interest. But the role

    Dhirubhai cherished most was perhaps that of Indias greatest wealth

    creator. In one lifetime, he built, starting from the proverbial scratch,

    Indias largest private sector enterprise.

    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

    colossusan 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 Indias capital markets. In

    1977, when Reliance Textile Industries Limited first went public, the Indian

    stock market was a place patronized 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 Dhirubhais extraordinary vision and leadership, Reliance

    scripted one of the greatest growth stories in corporate history anywhere in

    the world, and went on to become Indias largest private sector enterprise.

    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 worlds largest shareholder families.

    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.

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    We will also generate value for our capabilities beyond Indian borders

    and enable millions of India's knowledge workers to deliver their

    services globally.

    INDIAS 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 Indias 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

    endeavor is to achieve customer 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

    Ambanis 70th birthday, was among the initial initiatives of Reliance

    Communications. It marked the auspicious beginning of Dhirubhais

    dream of ushering in a digital revolution in India. Today, we can

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    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.

    We endeavor to further extend our efforts beyond the traditional value chain

    by developing and deploying complete telecom solutions for the entire

    spectrum of society.

    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

    Indias 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 Groups flagship company, Reliance Communications, is

    India's largest private sector information and Communications

    Company, with over 77 million subscribers. It has established a pan-

    India, high-capacity, integrated (wireless and wireline), convergent (voice,

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    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.

    CHAIRMAN'S PROFILE

    Anil D. Ambani

    http://www.rbe.co.in/https://www.reliancepms.com/webfincrm/login.jsp;jsessionid=F0A3B295058BD4A2CDDE976E5C6F4D4Fhttp://www.reliancegeneral.co.in/insurance/home.htmlhttp://www.relianceadagroup.com/adportal/ADA/index.jsphttp://www.reliancelife.co.in/http://www.rcom.co.in/http://www.harmonyindia.org/http://www.reliancemutual.com/http://rel.co.in/http://www.rbe.co.in/https://www.reliancepms.com/webfincrm/login.jsp;jsessionid=F0A3B295058BD4A2CDDE976E5C6F4D4Fhttp://www.reliancegeneral.co.in/insurance/home.htmlhttp://www.relianceadagroup.com/adportal/ADA/index.jsphttp://www.reliancelife.co.in/http://www.rcom.co.in/http://www.harmonyindia.org/http://www.reliancemutual.com/http://rel.co.in/http://www.rbe.co.in/https://www.reliancepms.com/webfincrm/login.jsp;jsessionid=F0A3B295058BD4A2CDDE976E5C6F4D4Fhttp://www.reliancegeneral.co.in/insurance/home.htmlhttp://www.relianceadagroup.com/adportal/ADA/index.jsphttp://www.reliancelife.co.in/http://www.rcom.co.in/http://www.harmonyindia.org/http://www.reliancemutual.com/http://rel.co.in/http://www.rbe.co.in/https://www.reliancepms.com/webfincrm/login.jsp;jsessionid=F0A3B295058BD4A2CDDE976E5C6F4D4Fhttp://www.reliancegeneral.co.in/insurance/home.htmlhttp://www.relianceadagroup.com/adportal/ADA/index.jsphttp://www.reliancelife.co.in/http://www.rcom.co.in/http://www.harmonyindia.org/http://www.reliancemutual.com/http://rel.co.in/http://www.rbe.co.in/https://www.reliancepms.com/webfincrm/login.jsp;jsessionid=F0A3B295058BD4A2CDDE976E5C6F4D4Fhttp://www.reliancegeneral.co.in/insurance/home.htmlhttp://www.relianceadagroup.com/adportal/ADA/index.jsphttp://www.reliancelife.co.in/http://www.rcom.co.in/http://www.harmonyindia.org/http://www.reliancemutual.com/http://rel.co.in/http://www.rbe.co.in/https://www.reliancepms.com/webfincrm/login.jsp;jsessionid=F0A3B295058BD4A2CDDE976E5C6F4D4Fhttp://www.reliancegeneral.co.in/insurance/home.htmlhttp://www.relianceadagroup.com/adportal/ADA/index.jsphttp://www.reliancelife.co.in/http://www.rcom.co.in/http://www.harmonyindia.org/http://www.reliancemutual.com/http://rel.co.in/http://www.rbe.co.in/https://www.reliancepms.com/webfincrm/login.jsp;jsessionid=F0A3B295058BD4A2CDDE976E5C6F4D4Fhttp://www.reliancegeneral.co.in/insurance/home.htmlhttp://www.relianceadagroup.com/adportal/ADA/index.jsphttp://www.reliancelife.co.in/http://www.rcom.co.in/http://www.harmonyindia.org/http://www.reliancemutual.com/http://rel.co.in/http://www.rbe.co.in/https://www.reliancepms.com/webfincrm/login.jsp;jsessionid=F0A3B295058BD4A2CDDE976E5C6F4D4Fhttp://www.reliancegeneral.co.in/insurance/home.htmlhttp://www.relianceadagroup.com/adportal/ADA/index.jsphttp://www.reliancelife.co.in/http://www.rcom.co.in/http://www.harmonyindia.org/http://www.reliancemutual.com/http://rel.co.in/http://www.rbe.co.in/https://www.reliancepms.com/webfincrm/login.jsp;jsessionid=F0A3B295058BD4A2CDDE976E5C6F4D4Fhttp://www.reliancegeneral.co.in/insurance/home.htmlhttp://www.relianceadagroup.com/adportal/ADA/index.jsphttp://www.reliancelife.co.in/http://www.rcom.co.in/http://www.harmonyindia.org/http://www.reliancemutual.com/http://rel.co.in/
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    Regarded as one of the foremost corporate leaders of contemporary India,

    Shri Anil D. Ambani,48, is the chairman of all the 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.

    Till recently, he also held the post of Vice Chairman and Managing

    Director of Reliance Industries Limited (RIL), Indias 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 companys

    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 countrys first forays into

    The overseas capital markets with internationall public offerings of

    global depositary receipts, convertibles and bonds. Starting in 1991, he

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    directed Reliance Industries in its efforts to raise over US$ 2 billion.

    He also steered the 100-year Yankee bond issue for the company in

    January 1997.

    He is a member of:

    Wharton Board of Overseers, The Wharton School, USA

    Central Advisory Committee, Central Electricity Regulatory

    Commission

    Board of Governors, Indian Institute of Management, Ahmedabad

    Board of Governors Indian Institute of Technology, Kanpur

    In June 2004, he was elected for a six-year term as an independent

    member of the Rajya Sabha, Upper House of Indias Parliament a

    position he chose to resign voluntarily on March 25, 2006.

    Awards and Achievements:

    Conferred the CEO of the Year 2004 in the Platts Global Energy

    Awards

    Rated as one of Indias Most Admired CEOs for the sixth

    consecutive year in the Business Barons TNS Mode opinion poll,

    2004

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    Conferred The Entrepreneur of the Decade Award by the Bombay

    Management Association, October 2002

    Awarded the First Wharton Indian Alumni Award by the Wharton

    India Economic Forum (WIEF) in recognition of his contribution to

    the establishment of Reliance as a global leader in many of its

    business areas, December 2001

    Selected by Asiaweek magazine for its list of Leaders of the

    Millennium in Business and Finance and was introduced as the

    only new hero in Business and Finance from India, June 1999.

    CORPORATE GOVERNANCE

    Organizations, like individuals, depend for their survival, sustenance and

    growth on the support and goodwill of the communities of which they

    are an integral part, and must pay back this generosity in every way they

    can

    This ethical standpoint, derived from the vision of our founder, lies at the

    heart of the CSR philosophy of the RelianceADA Group.

    While we strongly believe that our primary obligation or duty as

    corporate entities is to our shareholders we are just as mindful of the fact

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    that this imperative does not exist in isolation; it is part of a much larger

    compact which we have with our entire body of stakeholders: From

    employees, customers and vendors to business partners, eco-system, local

    communities, and society at large.

    We evaluate and assess each critical business decision or choice from the

    point of view of diverse stakeholder interest, driven by the need to

    minimize risk and to pro-actively address long-term social, economic and

    environmental costs and concerns.

    For us, being socially responsible is not an occasional act of charity or

    that one-time token financial contribution to the local school, hospital or

    environmental NGO. It is an ongoing year-round commitment, which is

    integrated into the very core of our business objectives and strategy.

    Because we believe that there is no contradiction between doing well

    and doing right Indeed, doing right is a necessary condition for doing

    well.

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    DEPARTMENTAL STRUCTURE

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    SWOT ANALYSIS

    STRENGTH

    RELIANCEs strategies are more interested in expanding the

    market than wresting share away from other players.

    RELIANCE decided to be a value driver, selling novel product

    benefits.

    RELIANCE applied unique insight across product markets,

    including mobile, where people hadnt imagined that health had

    any relevance ,And this due to the accurate presentation by

    effective advertisements the Indian consumers is beginning to judge

    all sort of machines by what they mean for a healthful life style.

    RELIANCE is technological brand as compared to others which

    launched a whole range of household products simultaneously and

    because of the strategy the customers had been benefited with the

    consciousness of concept of health who receive it in the from of

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    quality Healthful products also are new conscious enough to

    judge their machines vide this parameter.

    Operating with a consumers perspective is a matter of route at

    RELIANCE by keep on asking ridiculous questions and figuring

    out how much to deliver.

    WEAKNESS

    RELIANCE has less numbers of retailers.

    Less force- It has less numbers of marketing personnels.

    It has not planned for setting up of any new plants where their

    competitor has planned to set up several new plants.

    It has no extra features in the brand that differentiate its from other

    competitors.

    In RELIANCE advertising there is no any famous personality as

    Brand Ambassadors.

    OPPORTUNITIES

    It can take the market very well with the new investment of $ 143

    millions.

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    It can give a big jerk to its major competitor Tata it can increase its

    number of products in consumer goods.

    Increasing trend of RELIANCE of different brand.

    THREATS

    It has continuous threat from other players like Tata and MTS as

    well as various other competitors.

    RELIANCE has a major market than Tata between the families due to

    advertisement of world cup cricket.

    A large amount of expenses on the advertisement.

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    CHAPTER 3

    OBJECTIVE OF THESTUDY

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    OBJECTIVES OF THE STUDY

    The following are the objectives of the study.

    To study the problems faced by the respondents with Reliance

    Postpaid service.

    To study customer satisfaction level on Reliance services.

    To find out consumer preferences.

    To analyze the level of awareness about Reliance products.

    To make suggestions in the light of the findings of the study.

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    IMPORTANCE AND SCOPE OF THE STUDY

    Try to capture the nearest other market nearby.

    Proper messages should be provide otherwise it can irritate

    consumers.

    The accessing process should be short, this will lead to the

    economy.

    The services should be reviewed time to time, like repetitions

    of jokes.

    The cost of services is high; it should be brought down for

    greater consumer reach.

    The responses should be continuous all the time, sometimes the

    consumers dont get the due response.

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    CHAPTRE-4

    LITERATURE REVIEW

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    LITERATURE REVIEW

    INDIAN OVERVIEW

    Today the Indian telecommunications network with over 375 Million

    subscribers is second largest network in the world after China. India is

    also the fastest growing telecom market in the world with an addition

    of 9- 10 million monthly subscribers. The teledensity of the Country

    has increased from 18% in 2006 to 33% in December 2008, showing a

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

    sector of the Indian Economy. The Department of

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

    class infrastructure at globally competitive tariffs and reduce the

    digital divide by extending connectivity to the unconnected areas.

    India has emerged as a major base for the telecom industry

    worldwide. Thus Indian telecom sector has come a long way in

    achieving its dream of providing affordable and effective

    communication facilities to Indian citizens. As a result common man

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

    coupled with the proactive policies of the Department of

    Telecommunications have resulted in an unprecedented growth of the

    telecom sector.

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    The thrust areas presently are:

    1. Building a modern and efficient infrastructure ensuring greater

    competitive environment.

    2. With equal opportunities and level playing field for all stakeholders.

    3. Strengthening research and development for manufacturing, value added

    services.

    4. Efficient and transparent spectrum management

    5. To accelerate broadband penetration

    6. Universal service to all uncovered areas including rural areas.

    7. Enabling Indian telecom companies to become global players.

    Recent things to watch in Indian telecom sector are:

    1. 3G and BWA auctions

    2. MVNO

    3. Mobile Number Portability

    4. New Policy for Value Added Services

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

    rolling out

    6. Services.

    7. Increased thrust on telecom equipment manufacturing and exports.

    8. Reduction in Mobile Termination Charges as the cost per line has

    substantially reduced

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    9. Due to technological advancement and increase in traffic.

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

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

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

    whether fixed landline or mobile, is an essential necessity for the people of

    India. This changing phase was possible with the economic development

    that followed the process of structuring the economy in the capitalistic

    pattern. Removal of restrictions on foreign capital investment and industrial

    de-licensing resulted in fast growth of this sector. At present the country's

    telecom industry has achieved a growth rate of 14 per cent. Till 2000, though

    cellular phone companies were present, fixed landlines were popular in most

    parts of the country, with government of India setting up the Telecom

    Regulatory Authority of India, and measures to allow new players country,

    the featured products in the segment came in to prominence. Today the

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

    CDMA and IP services to customers. Increasing competition among players

    allowed the prices drastically down by making the mobile facility accessible

    to the urban middle class population, and to a great extend in the rural areas.

    Even for small shopkeepers and factory workers a phone connection is not

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

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

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    telecom services, telecom equipment and accessories manufacturing has also

    grown in a big way.

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

    gone through many phases of growth and diversification. Starting from

    telegraphic and telephonic systems in the 19th century, the field of

    telephonic communication has now expanded to make use of advanced

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

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

    are putting in their resources and efforts to improve the telecommunication

    technology so as to give the maximum to their customers.

    Cygnus Business Consulting & Research Pvt. Ltd. (2008), in its

    Performance Analysis of Companies (April-June 2008) has

    analyzed the Indian telecom industry in the awake of recent global

    recession and its overall impact on the Indian economy. With almost 5-6

    million subscribers are being added every month, and the country is

    witnessing wild momentum in the telecom industry, the Indian

    telecom industry is expected to maintain the same growth trajectory.

    Internet service providers in India, Rao (2000), provide a broad

    view of the role of an Internet service provider (ISP) in a nascent

    market of India. Building local content, foreknowledge of new

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    Internet technologies, connecting issues, competitiveness, etc. would

    help in their sustainability.

    The role of technology in the emergence of the information

    society in India, Singh (2005), describes the role that information and

    communication technologies are playing for Indian society to

    educate them formally or informally which is ultimately helping

    India to emerge as an information society.

    T.H. Chowdary (1999) discusses how Telecom reform, or

    demonopolization, in India has been bungled. Shaped by legislation

    dating back to the colonial era and post Second World War socialist

    policies, by the mid-1980s India realized that its poor

    telecommunications infrastructure and service needed reform. At the

    heart of the problem lay the monopoly by the governments Department

    of Telecommunications (DOT) in equipment, networks and services.

    The National Telecom Policy 1994 spelt out decent objectives for

    reform but tragically its implementation was entrusted to the DOT.

    This created an untenable situation in which the DOT became

    policymaker, licenser, regulator, operator and also arbitrator in

    disputes between itself and licensed competitors. He discusses the

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    question: Why did India get it so wrong? and What India should do

    now?

    Thomas (2007), in his article describes the contribution made by

    telecommunications in India by the state and civil society to public

    service, this article aims to identify the states initial reluctance to

    recognize telecommunications provision as a basic need as against the

    robust tradition of public service aligned to the postal services and finds

    hope in the renewal of public service telecommunications via the Right to

    Information movement. The article follows the methodology of studying

    the history of telecommunications approach that is conversant with the

    political economy tradition. It uses archival sources, personal

    correspondence, and published information as its research material. The

    findings of the paper suggests that public service in telecommunication is

    a relatively new concept in the annals of Indian telecommunications

    and that a deregulated environment along with the Right to Information

    movement holds significant hope for making public service

    telecommunications a real alternative. The article provides a reflexive,

    critical account of public service telecommunications in India and

    suggests that it can be strengthened by learning gained from the continual

    renewal of public service ideals and action by the postal services and a

    people-based demand model linked to the Right to Information

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    Movement. All studies done by the researcher suggests that the right to

    information movement has contributed to the revitalization of

    participatory democracy in India and to a strengthening of public service

    telecommunications.

    Introduction to Telecom Industry

    The Indian Telecommunications network with 110.01 million connections is

    the fifth largest in the world and the second largest among the emerging

    economies of Asia. Today, it is the fastest growing market in the world and

    represents unique opportunities for U.S. companies in the stagnant global

    scenario. The total subscriber base, which has grown by 40% in 2005, is

    expected to reach 250 million in 2007. According to Broadband Policy 2004,

    Government of India aims at 9 million broadband connections and 18

    million internet connections by 2007. The wireless subscriber base has

    jumped from 33.69 million in 2004 to 62.57 million in FY2004- 2005. In the

    last 3 years, two out of every three new telephone subscribers were wireless

    subscribers. Consequently, wireless now accounts for 54.6% of the total

    telephone subscriber base, as compared to only 40% in 2003. Wireless

    subscriber growth is expected to bypass 2.5 million new subscribers per

    month by 2007. The wireless technologies currently in use are Global

    System for Mobile Communications (GSM) and Code Division Multiple

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    Access (CDMA). There are primarily 9 GSM and 5 CDMA operators

    providing mobile services in 19 telecom circles and 4 metro cities, covering

    2000 towns across the country.

    Evolution of the industry-Important Milestones

    Year

    1851 First operational land lines were laid by the government nearCalcutta (seatof British power)

    1881 Telephone service introduced in India

    1883 Merger with the postal system

    1923 Formation of Indian Radio Telegraph Company (IRT)

    1932 Merger of ETC and IRT into the Indian Radio and CableCommunication

    Company (IRCC)

    1947 Nationalization of all foreign telecommunication companies toform thePosts, Telephone and Telegraph (PTT), a monopoly run by thegovernment's Ministry of Communications

    1985 Department of Telecommunications (DOT) established, anexclusive

    provider of domestic and long-distance service that would be its

    ownregulator (separate from the postal system)

    1986 Conversion of DOT into two wholly government-ownedcompanies: theVidesh Sanchar Nigam Limited (VSNL) for internationaltelecommunications

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    and Mahanagar Telephone Nigam Limited (MTNL) for serviceinmetropolitan areas.

    1997 Telecom Regulatory Authority of India created.

    1999 Cellular Services are launched in India. New National TelecomPolicy isadopted.

    2000 DoT becomes a corporation, BSNL

    A large population, low telephony penetration levels, and a rise in

    consumers' income and spending owing to strong economic growth have

    helped make India the fastest-growing telecom market in the world. The first

    and largest operator is the state-owned incumbent BSNL, which is also the

    7th largest telecom company in the world in terms of its number of

    subscribers. BSNL was created by corporatization. while DTS (Department

    of Telecommunication Services), a government unit responsible for

    provision of telephony services. Subsequently, after the telecommunication

    policies were revised to allow private operators, companies such as Bharti

    Telecom, TATA Indicom, Vodafone, MTNL, Idea, Vodafone and BPL have

    entered the space. Major operators in India. However, rural India still lacks

    strong infrastructure.

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    The total number of telephones in the country crossed the 300 million mark

    on June 18 2008The overall tele-density has increased to 36.98% in March

    2009 .In the wireless segment, 15.87 million subscribers have been added in

    March 2009. The total wireless subscribers (GSM, CDMA & WLL (F)) base

    is more than 391.76 million now. The wire line segment subscriber base

    stood at 38.22 million with a decline of 0.13 million in October 2008.

    Market Share of Public and Private Industry

    The fixed line and mobile segments serve the basic needs of local calls, long

    distance calls and the international calls, with the provision of broadband

    services in the fixed line segment and GPRS in the mobile arena. Traditional

    telephones have been replaced by the codeless and the wireless instruments.

    Mobile phone providers have also come up with GPRS-enabled multimedia

    messaging, Internet surfing, and mobile-commerce.The much-awaited 3G

    mobile technology is soon going to enter the Indian telecom market. The

    GSM, CDMA, WLL service providers are all upgrading them to provide 3G

    mobile services. Along with improvement in telecom services, there is also

    an improvement in manufacturing. In the beginning, there were only the

    Siemens handsets in India but now a whole series of new handsets, such as

    Nokia's latest N-series, Sony Ericsson's W-series, Motorola's PDA phones,

    etc. have come up.

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    Touch screen and advanced technological handsets are gaining popularity.

    Radio services have also been incorporated in the mobile handsets, along

    with other applications like high storage memory, multimedia applications,

    multimedia games, MP3 Players, video generators, Camera's, etc. The value

    added services provided by the mobile service operators contribute more

    than 10% of the total revenue.

    The Global Cellular Mobile Industry

    Global telecom sector

    Earnings visibility

    Earnings growth is being driven by improving pricing conditions, stabilizing

    operating trends, aggressive cost cutting initiatives, a positive regulatory

    environment, strong wireless growth, and new market opportunities. This

    has translated into greater visibility of forward earnings as evidenced by

    recent increased analyst upgrades within the sector.

    Merger synergies

    Given the substantial amount of excess capital available in the sector and in

    private equity we expect to see additional merger and acquisition activity,

    albeit at a slower pace than recently witnessed. Global telecom M&A deals

    over the past two years have reflected market expansion but have also had a

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    positive effect on the buyers balance sheets. Partnering companies have

    begun realizing their synergies through cost reductions and economies of

    scale. In the US, the largest three companies now account for over 70% of

    the sector market cap; this compares to 34% in 1990. Trends in bundled

    services are also paving the way for additional M&A activity. Sector

    consolidation will further increase the importance of stock selection.Growth

    While cost-cutting has been a major source of earnings growth, we have

    seen top-line pressures decreasing which will help revenues become a larger

    driver of earnings growth again. We see growth within the sector coming

    from a number of areas including: broadband, 3G (third generation)

    technology, expansion in emerging markets. Broadband penetration has been

    accelerating as internet customers are seeking faster downloads for audio

    and video files. 3G services, which facilitate the simultaneous transfer of

    both voice and non-voice (i.e. video, downloads, SMS, etc.) data are

    providing mobile users with a much more robust communication platform

    and should finally begin to realize their growth potential in 2007. Emerging

    market companies benefit from low penetration rates and also tend to have

    lower leverage, higher margins and higher growth than most developed

    markets telecom companies.

    Global opportunities

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    It has become less difficult to find attractive telecom investment

    opportunities globally than it was a year ago. As the fog has lifted from the

    sector, there are increased opportunities within both the growth and value

    spaces.

    Definition of Cellular/Mobile phone

    The Cellular telephone (commonly "mobile phone" or "cell phone" or

    "hand phone") is a long-range, portable electronic device used for mobile

    communication. In addition to the standard voice function of a telephone,

    The Global Cellular Mobile Industry:

    The global mobile phone industry is based on many different

    manufacturers and operators. The industry is based on advanced technology

    and many of the manufacturers are operating in different industries, where

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    they use their technological skills, distribution network, market knowledge

    and brand name. Four large manufacturers of mobile phones are today

    dominating the global mobile phone industry &networks; Nokia, Sony

    Ericson, Samsung and Motorola . Airtel, Bsnl , tataindicom ,Vodafone,

    reliance, others. In addition to these companies there are many

    manufacturers that operate globally and locally.

    Telecom Industry in India

    The telecom industry is one of the fastest growing industries in India.

    India has nearly200 million telephone lines making it the third largest

    network in the world after China and USA.

    With a growth rate of 45%, Indian telecom industry has the highest

    growth rate in the8world.

    Much of the growth in Asia Pacific Wireless Telecommunication

    Market is spurred by the growth in demand in countries like India and

    China.

    Indias mobile phone subscriber base is growing at a rate of 82.2%.

    China is the biggest market in Asia Pacific with a subscriber base of

    48% of the total subscribers in Asia Pacific.

    Compared to that Indias share in Asia Pacific Mobile Phone market

    is 6.4%.

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    Considering the fact that India and China have almost comparable

    populations, India slow mobile penetration offers huge scope for

    growth.

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    CHAPTER-5

    RESEARCHMETHODOLOGY

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    RESEARCH METHODOLOGY

    Methodology is an essential aspect of any project or research. It enables the

    researches look at the problem in a systematic, meaningful and orderly way.

    Methodology comprises the sources of data, selection of data, various

    designs and techniques used for analyzing the data.

    Collection of data

    The primary data are collected through survey method. Survey method is

    undertaken to find the customer satisfaction and opinion. A survey was

    conducted among the people of Meerut City by the aid of well structured

    questionnaire. The population for the study consists of people who are using

    cell phones in Meerut City.

    Sample Size:

    The sampling unit for the study is 100, which includes the cell phone, fixed

    wireless phones and internet users in Meerut City. The sampling size

    includes male and female users from different occupation, age. The

    sampling size was restricted to 100 because of the time constrains. Here,

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    convenient sampling technique has been adopted for collecting the primary

    data.

    DATA COLLECTION:

    Data is the key activity of marketing research. The design of the data

    collecting method is backbone of research design.

    Data constitute the foundation of staistiacl analysis and interpretation

    hence the first step in statistical work is to obtain data.

    Data can be obtained from the important source, namely:

    Primary Data

    Primary Data:

    Primary data are gathered for the specific purpose or for a specific

    research project, consist of original information for the fulfillment of

    project objective.

    When the data are required for the particular study can be found

    neither in the internal record of the enterprises nor in published

    sources. In some cases it may become necessary to collect original

    data.

    Primary data can be collected in four ways:-

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    1. Observation

    2. Focus

    3. Survey

    4. Experiment

    Statistical tools

    For analyzing the data, statistical tables and percentages were used.

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    LIMITATIONS

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    Limitations

    Th study was restricted to only those clients who were related to Reliance

    Communications products.

    The study was confined within specific regions of Meerut city only.

    The sample size was limited so the results obtained from the study may

    not be generalized for the whole population.

    The time period of the study was not sufficient to measure the

    consumers response effectively and reach to a more valid conclusion.

    Many of the respondents may not have given the correct information due

    to personal bias.

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    CHAPTER 6

    DATA ANALYSIS AND

    INTERPRETATION

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    ANALYSIS AND INTERPRETATION

    Table: 1

    Q. Age group of respondents

    Age Group Number of Respondents Percentage

    20-25 44 44%

    25-35 32 32%

    35-45 18 18%

    Above 45 6 6%

    Total 100 100%

    Figure 1: Age group of the respondents

    20-25

    40%

    25-35

    29%

    35-45

    16%

    above 45

    15%

    20-25

    25-35

    35-45

    above 45

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    INTERPRETATION:

    44% of the respondents are between the age group 2025.

    32% of the respondents are between the age group 2535.

    18% of the respondents are between the age group 3545.

    6% of the respondents are above 45 years of age.

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    Table: 2

    Q. Occupation of the respondents.

    Occupation Number of Respondents Percentage

    Students 34 34%

    Business 52 52%

    Govt. Services 10 10%

    Professionals 4 4%

    Total 100 100%

    Figure 2 : Occupation of the respondents

    Students

    34%

    Businessmen

    52%

    Govt. Service

    10%

    Professionals

    4%

    Students

    Businessmen

    Govt. Service

    Professionals

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    INTERPRETATION:

    34% of the respondents are Students.

    52% of the respondents are Businessmen.

    10% of the respondents are from Govt. Services.

    4% of the respondents are Professionals.

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    Table: 3

    Q. Phone/internet is being used for

    Usage No. of Respondents Percentage

    Business 54 54%

    Official 10 10%

    Personal 36 36%

    Total 100 100%

    Figure 3 : Purpose of the use of phone/internet

    Business

    54%

    Official

    10%

    Personal

    36% Business

    Official

    Personal

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    INTERPRETATION:

    54% of the respondents are using Phone/internet for business purpose.

    10% of the respondents are using Phone/internet for official purpose.

    36% of the respondents are using Phone/internet for personal purpose.

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    Table: 4

    Q. Which of the reliance post paid products are customers aware of?

    Products No. of Respondents Percentage

    RIM Post Paid 92 92%

    FWP 60 60%

    Broadband 74 74%

    HSDC 47 47%

    Total 100 100%

    Figure 4 : Awareness of the products

    RIM Post Paid,

    92

    FWP, 60

    Broadband, 74

    HSDC, 47

    0

    10

    20

    30

    40

    50

    60

    70

    80

    90

    100

    RIM Post Paid FWP Broadband HSDC

    Series1

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    INTERPRETATION:

    92% of the respondents are aware of RIM Post Paid.

    60% of the respondents are aware of FWP.

    74% of the respondents are aware of Broadband.

    47% of the respondents are aware of HSDC.

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    Table: 5

    Q. How do you come to know about the products?

    Medium No. of Respondents Percentage

    Television 52 52%

    Print 34 34%

    Sales Executives 5 5%

    Friends and existing

    users

    9 9%

    Total 100 100%

    Figure 5 : Medium through which customers came to know about the

    products

    Television

    52%Print

    34%

    Sales

    Executives

    5%

    Friends and

    existing users

    9%Television

    Print

    Sales Executives

    Friends and existing

    users

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    INTERPRETATION:

    52% of the respondents came to know about the products through

    television.

    34% of the respondents came to know about the products through

    print.

    5% of the respondents came to know about the products through sales

    executives.

    9% of the respondents came to know about the products through

    friends and existing users.

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    Table: 6

    Q. Which of the following products are you using?

    Products No. of Respondents Percentage

    RIM Post Paid 13 13%

    FWP 41 41%

    Broadband 20 20%

    HSDC 26 26%

    Total 100 100%

    Figure 6 : No. of respondents using the products

    RIM Post Paid

    13%

    FWP

    41%Broadband

    20%

    HSDC

    26% RIM Post Paid

    FWP

    Broadband

    HSDC

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    INTERPRETATION:

    13% of the respondents were using RIM Post Paid.

    41% of the respondents were using FWP.

    20% of the respondents were using Broadband.

    26% of the respondents were using HSDC.

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    Table: 7

    Q. Are you satisfied with the service provided by the company?

    Level No. of Respondents Percentage

    Fully Satisfied 38 38%

    Partially Satisfied 51 51%

    Not Satisfied 11 11%

    Total 100 100%

    Figure 7 : Satisfaction level of the respondents

    Fully Satisfied

    38%

    Partially

    Satisfied

    51%

    Not Satisfied11%

    Fully Satisfied

    Partially Satisfied

    Not Satisfied

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    INTERPRETATION:

    38% of the respondents were fully satisfied with the services.

    51% of the respondents were partially satisfied with the services.

    11% of the respondents were not satisfied with the services.

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    Table: 8

    Q. What are the major reasons for dissatisfaction?

    Reasons No. of Respondents Percentage

    Poor quality of

    signals/network 15 15%

    Poor voice quality 4

    Higher cost 27 27%

    Slow speed 13 13%

    Billing errors 19 19%

    Poor customer care

    service

    22 22%

    Total 100 100%

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    Figure 8 : Major reasons for dissatisfaction

    Poor quality of

    signals/network

    15%

    Poor voice

    quality

    4%

    Higher cost

    27%

    Slow speed

    13%

    Billing errors19%

    Poor customer

    care service

    22%

    Poor quality of

    signals/network

    Poor voice quality

    Higher cost

    Slow speed

    Billing errors

    Poor customer care

    service

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    INTERPRETATION:

    15% of the respondents were dissatisfied by poor signals/network.

    4% of the respondents were dissatisfied by poor voice quality.

    27% of the respondents were dissatisfied by higher cost of services.

    13% of the respondents were dissatisfied by slow speed.

    19% of the respondents were dissatisfied by the billing errors.

    22% of the respondents were dissatisfied by poor customer care

    service.

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    Table: 9

    Q. Which of the following products does a sales executive tells you about

    when he

    visits you?

    Products No. of Respondents Percentage

    RIM Post Paid 73 73%

    FWP 59 59%

    Broadband 41 41%

    HSDC 46 46%

    Total 100 100%

    Figure 9 : Products told by sales executives to the respondents

    RIM Post Paid,

    73

    FWP, 59

    Broadband, 41

    HSDC, 46

    0

    10

    20

    30

    40

    50

    60

    70

    80

    RIM Post Paid FWP Broadband HSDC

    Series1

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    INTERPRETATION:

    73% of the respondents were told about the RIM Post Paid by the

    visiting sales executives.

    59% of the respondents were told about the FWP by the visiting sales

    executives.

    41% of the respondents were told about the broadband by the visiting

    sales executives.

    46% of the respondents were told about the HSDC by the visiting

    sales executives.

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    Table: 10

    Q. What channel would you prefer to buy a telecom/internet service?

    Channel No. of respondents Percentage

    Home delivery 18 18%

    Customer care 57 55%

    Online 9 9%

    Franchisee & utility

    shops

    16 13%

    Total 100 100%

    Figure 10: Respondents preference of buying channels

    Home delivery18%

    Customer care

    57%

    Online9%

    Franchisee &

    Utility shops16%

    Home delivery

    Customer care

    Online

    Franchisee & utility shops

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    INTERPRETATION:

    18% of the respondents would prefer to buy the service through home

    delivery.

    57% of the respondents would prefer to buy the service through

    customer care.

    9% of the respondents would prefer to buy the service online.

    16% of the respondents would prefer to buy the service through

    franchisee & utility shops.

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    Table: 11

    Q. Which of the following services you look before choosing the

    product?

    Service No. of respondents Percentage

    Price 84 84%

    Connectivity 46 46%

    Speed 51 51%

    Value added service 23 23%

    After sales service 62 62%

    Total 100 100%

    Figure 11: Features considered by the customers

    Price, 84

    Connectivity, 46Speed, 51

    Value added

    service, 23

    After sales

    service, 62

    0

    10

    20

    30

    40

    50

    60

    70

    80

    90

    Price Connectivity Speed Value added

    service

    After sales

    service

    Series1

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    INTERPRETATION:

    84% of the respondents consider price before choosing the product.

    46% of the respondents consider connectivity before choosing the

    product.

    51% of the respondents consider speed before choosing the product.

    23% of the respondents consider value added services before choosing

    the product.

    62% of the respondents consider after sales service before choosing

    the product.

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    Table: 12

    Q. If price and mobility is not a concern, which of the following would a

    customer

    buy?

    Product No. of respondents Percentage

    Land line phone 06 6%

    Fixed wireless phone 17 17%

    Mobile based on GSM

    technology 77 77%

    Mobile based on

    CDMA technology 0 0%

    Total 100 100%

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    Figure12: Customers' preferences

    Land line phone,

    6

    Fixed wireless

    phone, 17

    Mobile based on

    GSM

    technology, 77

    Mobile based on

    CDMA

    technology, 0

    Land line phone

    Fixed wireless phone

    Mobile based on GSMtechnology

    Mobile based on CDMA

    technology

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    INTERPRETATION:

    6% of the respondents would buy land line phone, if price and

    mobility is not a concern.

    17% of the respondents would buy fixed wireless phone, if price and

    mobility is not a concern.

    77% of the respondents would buy mobile based on GSM technology,

    if price and mobility is not a concern.

    0% of the respondents would buy mobile based on CDMA

    technology, if price and mobility is not a concern.

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    Table: 13

    Q. Would a customer like to recommend reliance services to others?

    Opinion No. of respondents Percentage

    Yes 63 63%

    No 37 37%

    Total 100 100%

    Figure 13: Opinion on recommending to others

    yes

    63%

    no

    37%

    yesno

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    INTERPRETATION:

    63% of the respondents would recommend reliance services to others.

    37% of the respondents would not recommend reliance services to

    others.

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    Table: 14 (a)

    Q. Rate the following services on the basis of your satisfaction.

    1) Network:

    Satisfaction Level No. of respondents Percentage

    Excellent 11 11%

    Very good 18 18%

    Good 21 21%

    Average 32 32%

    Poor 18 18%

    Total 100 100%

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    Figure14-a: Satisfaction level for network

    Excellent

    11%Very good

    18%

    Good

    21%

    Average

    32%

    Poor

    18%Excellent

    Very good

    Good

    Average

    Poor

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    INTERPRETATION:

    11% of the respondents rated excellent for the network.

    18% of the respondents rated very good for the network.

    21% of the respondents rated good for the network.

    32% of the respondents rated average for the network.

    18% of the respondents rated poor for the network.

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    Table: 14 (b)

    2) SMS Rates:

    Satisfaction Level No. of respondents Percentage

    Excellent 5 5%

    Very good 27 27%

    Good 41 41%

    Average 18 18%

    Poor 9 9%

    Total 100 100%

    Figure14-b: Satisfaction level for SMS rates

    Excellent

    5%Very good

    27%

    Good

    41%

    Average

    18%

    Poor

    9%Excellent

    Very good

    Good

    Average

    Poor

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    INTERPRETATION:

    5% of the respondents rated excellent for SMS rates.

    27% of the respondents rated very good for SMS rates.

    41% of the respondents rated good for SMS rates.

    18% of the respondents rated average for SMS rates.

    9% of the respondents rated poor for SMS rates.

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    Table: 14 (c)

    3) New schemes and offers:

    Satisfaction Level No. of respondents Percentage

    Excellent 6 6%

    Very good 20 20%

    Good 27 27%

    Average 34 34%

    Poor 13 13%

    Total 100 100%

    Figure 14-c: Satisfaction level for new schemes and offers

    Excellent

    6% Very good

    20%

    Good

    27%

    Average

    34%

    Poor

    13%Excellent

    Very good

    Good

    Average

    Poor

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    INTERPRETATION:

    6% of the respondents rated excellent for new schemes and offers.

    20% of the respondents rated very good for new schemes and offers.

    27% of the respondents rated good for new schemes and offers.

    34% of the respondents rated average for new schemes and offers.

    13% of the respondents rated poor for new schemes and offers.

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    Table: 14 (d)

    4) Internet speed:

    Satisfaction Level No. of respondents Percentage

    Excellent 4 9%

    Very good 7 15%

    Good 21 46%

    Average 8 17%

    Poor 6 13%

    Total 46 100%

    Figure 14-d: Satisfaction level for internet speed

    Excellent

    9% Very good

    15%

    Good

    46%

    Average

    17%

    Poor

    13%Excellent

    Very good

    Good

    Average

    Poor

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    INTERPRETATION:

    9% of the respondents rated excellent for internet speed.

    15% of the respondents rated very good for internet speed.

    46% of the respondents rated good for internet speed.

    17% of the respondents rated average for internet speed.

    13% of the respondents rated poor for internet speed.

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    Table: 14 (e)

    5) Cost:

    Satisfaction Level No. of respondents Percentage

    Excellent 2 2%

    Very good 14 12%

    Good 16 16%

    Average 63 63%

    Poor 5 5%

    Total 100 100%

    Figure14-e: Satisfaction level for cost

    Excellent

    2%Very good

    14%

    Good

    16%

    Average

    63%

    Poor

    5% Excellent

    Very good

    Good

    Average

    Poor

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    INTERPRETATION:

    2% of the respondents rated excellent for cost.

    14% of the respondents rated very good for cost.

    16% of the respondents rated good for cost.

    63% of the respondents rated average for cost.

    5% of the respondents rated poor for cost.

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    Table: 14 (f)

    6) Customer care:

    Satisfaction Level No. of respondents Percentage

    Excellent 0 0%

    Very good 14 14%

    Good 23 23%

    Average 31 31%

    Poor 32 32%

    Total 100 100%

    Figure14-f: Satisfaction level for customer care

    Excellent

    0%Very good

    14%

    Good

    23%

    Average

    31%

    Poor

    32%Excellent

    Very good

    Good

    Average

    Poor

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    INTERPRETATION:

    0% of the respondents rated excellent for customer care.

    14% of the respondents rated very good for customer care.

    23% of the respondents rated good for customer care.

    31% of the respondents rated average for customer care.

    32% of the respondents rated poor for customer care.

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    Table: 14 (g)

    7) Recharge outlets:

    Satisfaction Level No. of respondents Percentage

    Excellent 10 10%

    Very good 19 19%

    Good 51 51%

    Average 13 13%

    Poor 7 7%

    Total 100 100%

    Figure 14-g: satisfaction level for recharge outlets

    Excellent

    10%Very good

    19%

    Good

    51%

    Average

    13%

    Poor

    7%Excellent

    Very good

    Good

    Average

    Poor

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    INTERPRETATION:

    10% of the respondents rated excellent for recharge outlets.

    19% of the respondents rated very good for recharge outlets.

    51% of the respondents rated good for recharge outlets.

    13% of the respondents rated average for recharge outlets.

    7% of the respondents rated poor for recharge outlets.

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    Table: 14 (h)

    8) Call Rates:

    Satisfaction Level No. of respondents Percentage

    Excellent 7 7%

    Very good 11 11%

    Good 59 59%

    Average 33 33%

    Poor 0 0%

    Total 100 100%

    Figure14-h: Satisfaction level for call rates

    Excellent

    6%Very good

    10%

    Good

    54%

    Average

    30%

    Poor

    0%Excellent

    Very good

    Good

    Average

    Poor

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    INTERPRETATION:

    7% of the respondents rated excellent for call rates.

    11% of the respondents rated very good for call rates.

    59% of the respondents rated good for call rates.

    33% of the respondents rated average for call rates.

    0% of the respondents rated poor for call rates.

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    Table: 14 (i)

    9) Value added services:

    Satisfaction Level No. of respondents Percentage

    Excellent 43 43%

    Very good 39 39%

    Good 11 11%

    Average 7 7%

    Poor 0 0%

    Total 100 100%

    Figure 14-i: Satisfaction level for value added services

    Excellent

    43%

    Very good

    39%

    Good

    11%

    Average

    7%

    Poor

    0%Excellent

    Very good

    Good

    Average

    Poor

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    INTERPRETATION:

    43% of the respondents rated excellent for value added services.

    39% of the respondents rated very good for value added services.

    11% of the respondents rated good for value added services.

    7% of the respondents rated average for value added services.

    0% of the respondents rated poor for value added services.

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    CHAPTER-7

    FINDINGS

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    FINDINGS:

    The company should emphasize more on the spreading the awareness

    for their products because the level of awareness of their FWP,

    Broadband, HSDC is very low.

    The sales executives should play a major part in spreading awareness

    because only 5% of the people came to know about the products

    through sales executives. Sales executives may also help the company

    generating prospects, hence sales for the company.

    The RIM post paid has seen a major decline in its users because of the

    tough competition given by the prepaid services. Hence the company

    should now focus more on the internet services as there is a huge

    market for them to cover.

    Around 2/3rd of the people are dissatisfied and majority of them

    reasons are poor customer care service, billing errors and higher

    cost. So the company should train thei r employees properly so

    that they have sufficient knowledge about the products and the

    bills should be made more transparent so that the customers could

    easily understand them.

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    CONCLUSION:

    As there is a healthy competition given by the existing players in the

    industry, lack or degradation in any of the services may affect the company

    badly. With the excellent rural awareness and rural market share in telecom

    services, the company should also try to boost up their urban market share.

    This could only be done with the help of a team of properly trained and

    dedicated employees. Moreover there is a huge market for the internet sector

    which can be captured by giving the customer, the services according to

    their needs.

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    RECOMMENDATION AND

    SUGGESSIONS

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    RECOMMANDATION:

    The sales executives are not properly trained as they could not explain

    the schemes properly so they just try to tell to the customer about their

    RIM post paid service and not about other three services. This is the

    main reason for the lack in sales of their internet services.

    A majority of the customers look for the price and after sales services

    before choosing the products. So the company should plan

    accordingly to increase their sales.

    As seen from the survey results, more than 3/4 th of the population

    prefer to buy a mobile based on GSM technology. So the newly

    launched GSM based mobile phones should be promoted accordingly.

    Half of the population interviewed rated either average or poor for the

    network. So network can be improved by planting more towers in

    different parts of the city where the company does not have the

    signals.

    More than 3/4th of the population does not like the new schemes and

    offers introduced by the company. So a proper survey should be

    conducted and more attractive and useful schemes must be introduced.

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    SUGGESTIONS:

    There should be more customer care numbers and executives so

    that the problem of the customers can be solved quickly.

    They should have more for payment.

    The executives there should be given training time to time about

    new schemes and plans.

    No phone calls should be attended while entertaining the

    customer.

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    ANNEXURE

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    QUESTIONNAIRE:

    PERSONAL DETAILS

    1)Name:

    2) Age:

    3) Gender:

    4) Address:

    5) Contact Number:

    6) Phone/Internet is used for following purpose:

    a) Business b) Official c) Personal

    Q1. Which of the following Reliance post paid products are youaware of ?

    1). Reliance India Mobile (RIM Post Paid)

    2). Fixed Wireless Phone (FWP)

    3). Broadband

    4). High Speed Data Card (HSDC)

    Q2. How did you come to know about the products?

    1). Television

    2). Print

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    3). Sales Executives

    4). Friends and Existing Users

    5). Other (Please Specify)

    Q3. Which of the following products are you using?

    1). Reliance India Mobile (RIM Post Paid)

    2). Fixed Wireless Phone (FWP)

    3). Broadband

    4). High Speed Data Card (HSDC)

    Q4. Are you satisfied with the service provided by the subscriber?

    1). Fully Satisfied

    2). Partially Satisfied

    3). Not Satisfied

    Q5. If your response to the above is partially satisfied or not satisfied,

    then what are the reasons for your dissatisfaction?

    1). Poor Quality of Signals/Network

    2). Poor Voice Quality

    3). Higher Cost

    4). Slow Speed

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    5). Billing Errors

    6). Poor Customer Care Service

    7). Any Other (Please Specify)

    Q6. When a sales executive comes to you, which of the following

    products does he frequently tells about?

    1). Reliance India Mobile (RIM Post Paid)

    2). Fixed Wireless Phone (FWP)

    3). Broadband

    4). High Speed Data Card (HSDC)

    Q7. What channel would you prefer to buy a telecom/internet service?

    1). Home Delivery

    2). Customer Care

    3). Online

    4). Franchisee & Utility Shops

    Q8. Which of the following service you look before choosing the

    product?

    1). Price

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    2). Connectivity

    3). Speed4). Value Added Services

    5). After Sales Service

    6). Any Other (Please Specify) ..

    Q9. If Price and mobility is not a concern, which of the following would

    you prefer to buy?

    1). Land Line Phone

    2). Fixed Wireless Phone

    3). Mobile based on GSM Technology

    4). Mobile based on CDMA Technology

    Q10. Would you like to recommend reliance services to others?

    1). Yes

    2). No

    11). Rate the following services on the basis of your satisfaction.

    Services Excellent VeryGood

    Good Average Poor

    Network

    SMS

    Rates

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    New

    Schemes

    & Offers

    Internet

    Speed

    Cost

    Customer

    Care

    Recharge

    Outlets

    Call Rates

    Value

    AddedServices

    12). Suggestions (If Any):

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    BIBLIOGRAPHY

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    BIBLIOGRAPHY

    http://www.indiaonestop.com/fdi-telecom.htm

    http://www.trai.gov.in/Default.asp

    http://www.rcom.co.in/webapp/Communications/rcom/index.jsp

    http://trak.in/Tags/Business/category/telecommunication/

    http://www.indiaonestop.com/fdi-telecom.htmhttp://www.indiaonestop.com/fdi-telecom.htmhttp://www.trai.gov.in/Default.asphttp://www.trai.gov.in/Default.asphttp://www.rcom.co.in/webapp/Communications/rcom/index.jsphttp://www.rcom.co.in/webapp/Communications/rcom/index.jsphttp://trak.in/Tags/Business/category/telecommunication/http://trak.in/Tags/Business/category/telecommunication/http://trak.in/Tags/Business/category/telecommunication/http://www.rcom.co.in/webapp/Communications/rcom/index.jsphttp://www.trai.gov.in/Default.asphttp://www.indiaonestop.com/fdi-telecom.htm

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