A

Project Study Report

On

‘’ A COMPARISION OF CUSTOMER SATISFACTION IN

CELLULAR SERVICES PROVIDER IN UDAIPUR CITY’’

Submitted in partial fulfillment for the

Award of degree of
Master of Business Administration

Submitted By: Guided By:

KULDEEP MEWARA Dr. Harshita Shrimali

MBA PART

2007-2009
DECLARATION

Hereby declare that the project report entitled “ A COMPARISION OF

CUSTOMER SATISFACTION IN CELLULAR SERVICES PROVIDER IN
UDAIPUR CITY ” submitted for the degree of M.B.A., is my original work and
the project report has not formed the basis for the award of any diploma, degree,
associate ship, fellowship or similar other titles. It has not been submitted to any
other university or institution for the award of any degree or diploma.

Place: UDAIPUR
Kuldeep Mewara
 ACKNOWLEDGEMENT

A project usually falls short of its expects on unless guided by the right person. At right

time success of a project is an outcome of sincere efforts channels in the right

direction, professional guidance this project would not have been completed without

the direct or indirect help and guidance of such luminaries. They provided me with the

necessary resource and an atmosphere conductive for healthy learning and training.

At the outset I would like to take this opportunity to gratefully acknowledge the very kind

and patient guidance I have received from my project guide “Dr. HARSHITA

SHRIMALI” without his critical evaluation and suggestion at every stage of the

project.

KULDEEP MEWARA
TABLE OF CONTENTS

S. NO TOPIC PAGE NUMBER

1- EXCUTIVE SUMMARY

2- INDUSTRY PROFILE

3- COMPANY PROFILE

4- LITERATURE REVIEW

5- OBJECTIVE OF THE STUDY

6- RESEARCH METHODOLOGY

7- DATA COLLECTION AND INTERPRETATIN

8- OBSERVATIONS AND FINDINGS

9- LIMITATIONS

10- CONCLUSION

11- SUGGESTIONS & RECOMMENDATIONS

12- BIBLIOGRAPHY

14- QUESTIONNAIRE

EXECUTIVE SUMMARY
1. TITLE
” A comparison of customer satisfaction in cellular services provider in
Udaipur city”

2. INTRODUCTION TO THE TOPIC

I have completed my project in telecom industry but it was a vast field so I
have choose cellular service in my project to define telecome industry
because cellular services is a part of telecom induatry.

3. OBJECTIVES

The objectives of the research include.

(A) To know the customer satisfaction level .
(B) To know the customer awareness about various telecom
companies .

3. RESEARCH METHODOLOGY

The methodology includes collection of data with the help of

structured questionnaire. The data has been collected by interviewing
around 100 clients.

4. DATA COLLECTION& INTERPRETATION

 It includes cross tabulation of questionnaire by classification of
responses and frequency distribution and appropriate graphical
representation question with comments.

5. OBSERVATIONS & FINDINGS

Observations is related those issues only, which are not included
and explored through the questionnaire in many not require a data support
findings are strictly based on the collected data, attempting to answer the
objectives.

6 . LIMITATION OF THE STUDY

The study can be based to the extent of personal perception,

Historical nature of data collection and of the time limit.

7. SUGGESTION
Based on findings, suggestions were given Existing customers
should be provided better response & services so that by there good
word of mouth company will get more customers.
SCOPE OF THE STUDY

As learning is a human activity and is as natural, as breathing. Despite of the fact

that learning is all pervasive in our lives, psychologists do not agree on how
learning takes place. How individuals learn is a matter of interest to marketers.
They want to teach consumers in their roles as their roles as consumers. They
want consumers to learn about their products, product attributes, potential
consumers benefit, how to use, maintain or even dispose of the product and new
ways of behaving that will satisfy not only the consumer’s needs, but the
marketer’s objectives.

The scope of my study restricts itself to the analysis of customer satisfaction

preferences, perception of different mobile service providers.
INDUSTRIAL ANALYSIS OF TELECOMMUNICATIONS

India Telecommunications policy

National Policy

In 1994 the Government of India issued its National Telecommunications Policy.

The policy was issued in recognition of the "urgent need" to provide universal
access to basic telecommunications services by 1997 and offers guidelines for
entry of the private sector into basic telecommunications services. To facilitate
private-sector participation, licensing procedures were established in the
Department of Telecommunications in India, and equity participation for
companies registered in India (with 51 or more percent Indian ownership) was
anticipated. Private-sector licenses, however, were to be granted only for local
(versus long-distance) telecommunications networks. An autonomous body, the
Telecommunications Authority of India, was established to regulate private-sector
activity.

Telephone system in India

India's telephone system, like many other aspects of telecommunications, is in

the government sector, under the control of the Ministry of Information and
Broadcasting. The modernization of the telephone system in India has been
underway since 1986 when Mahanagar Telephone Nigam, a government
corporation, was established to operate systems in Bombay and New Delhi, and
Videsh Sanchar Nigam, also government owned, was set up as the overseas
carrier. Progress was slow, however; the rest of the nation's service continued as
a civil-service-run operation under the Department of Telecommunications until
1994 when basic telephone services were opened to private-sector competition.
The number of telephone connections in India rose from 800,000 in FY 1968 to 8
million in FY 1994. The system remains substandard by international standards,
however, and there is a waiting list for connections of 2.8 million people.
Sometimes several years elapse between application and installation of a
telephone line. Close to 1 million new connections a year are being established
in the mid-1990s. Plans for increasing the capacity of the system to handle more
directly dialed calls were being implemented in the early 1990s, and 20 million
lines should be in operation by FY 2000. This number is very low for a population
that by then will probably exceed 1 billion. Telephone line density was less than
0.7 per 100 persons in 1994, one of the lowest densities among the major
nations of Asia.

There also are submarine telecommunications cables linking India with Malaysia
and the United Arab Emirates. Although the government is a major manufacturer
of telephone equipment, the private sector--especially foreign ventures--is
becoming increasingly involved in manufacturing in the mid-1990s and paging,
cellular phone service, and electronic mail are being introduced.
Telecom Industry in India

The telecom industry is one of the fastest growing industries in India. India has
nearly 200 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 the world.

- Much of the growth in Asia Pacific Wireless Telecommunication Market is

spurred by the growth in demand in countries like India and China.
- India‘s 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 India ’s share in Asia
Pacific Mobile.
Phone market is 6.4%. Considering the fact that India and China have almost
comparable populations, India’s low mobile penetration offers huge scope
For growth.
History of Indian Telecommunications

Started in 1851 when the first operational land lines were laid by the government
near Calcutta (seat of British power). Telephone services were introduced in India
in 1881. In 1883 telephone services were merged with the postal system. Indian
Radio Telegraph Company (IRT) was formed in 1923. After independence in
1947, all the foreign telecommunication companies were nationalized to form the
Posts, Telephone and Telegraph (PTT), a monopoly run by the government's
Ministry of Communications. Telecom sector was considered as a strategic
service and the government considered it best to bring under state's control.

The first wind of reforms in telecommunications sector began to flow in 1980s

when the private sector was allowed in telecommunications equipment
manufacturing. In 1985, Department of Telecommunications (DOT) was
established. It was an exclusive provider of domestic and long-distance service
that would be its own regulator (separate from the postal system). In 1986, two
wholly government-owned companies were created: the Videsh Sanchar Nigam
Limited (VSNL) for international telecommunications and Mahanagar Telephone
Nigam Limited (MTNL) for service in metropolitan areas.

In 1990s, telecommunications sector benefited from the general opening up of

the economy. Also, examples of telecom revolution in many other countries,
which resulted in better quality of service and lower tariffs, led Indian policy
makers to initiate a change process finally resulting in opening up of telecom
services sector for the private sector. National Telecom Policy (NTP) 1994 was
the first attempt to give a comprehensive roadmap for the Indian
telecommunications sector. In 1997, Telecom Regulatory Authority of India
(TRAI) was created. TRAI was formed to act as a regulator to facilitate the growth
of the telecom sector. New National Telecom Policy was adopted in 1999 and
cellular services were also launched in the same year.
Telecommunication sector in India can be divided into two segments: Fixed
Service Provider (FSPs), and Cellular Services. Fixed line services consist of
basic services, national or domestic long distance and international long distance
services. The state operators (BSNL and MTNL), account for almost 90 per cent
of revenues from basic services. Private sector services are presently available
in selective urban areas, and collectively account for less than 5 per cent of
subscriptions. However, private services focus on the business/corporate sector,
and offer reliable, high- end services, such as leased lines, ISDN, closed user
group and videoconferencing.

Cellular services can be further divided into two categories: Global System for
Mobile Communications (GSM) and Code Division Multiple Access (CDMA). The
GSM sector is dominated by Airtel, Vodfone-Hutch, and Idea Cellular, while the
CDMA sector is dominated by Reliance and Tata Indicom. Opening up of
international and domestic long distance telephony services are the major growth
drivers for cellular industry. Cellular operators get substantial revenue from these
services, and compensate them for reduction in tariffs on airtime, which along
with rental was the main source of revenue. The reduction in tariffs for airtime,
national long distance, international long distance, and handset prices has driven
demand.
 Cellular services

Cellular Service Overview

1. There are five private service operators in each area, and an

incumbent state operator. Almost 80% of the cellular subscriber base
belongs to the pre-paid segment.
2. The DoT has allowed cellular companies to buy rivals within the same
operating circle provided their combined market share did not exceed
3. 7 per cent. Previously, they were only allowed to buy companies
outside their circle.

Growth Drivers

Opening up of international and domestic long distance telephony

services are growth drivers in the industry. Cellular operators now get
substantial revenue from these services, and compensate them for
reduction in tariffs on air time, which along with rental was the main
source of revenue. The reduction in tariffs for airtime, national long
distance, international long distance, and handset prices has driven
demand.
Telecom
 Basic telephone services
 Cellular Phones
 Cable T.V. services
 Calling card services
 Call collect services
 Cordless telephones
 Electronic push button telephones
 E-mailing & value-added services
 EPABX
 Facsimile machines
 FM-RDS Pagers
 Internet
 Leased lines
 One-number services
 Radio Paging services
 Toll free services
 Transceivers/Two-way radios
 Videotext services
 Video conferencing
 Voicemail
 VSATs - TDMA/DAMA and Bandwidth on Demand applications
 Key players in the Telecom Market in India

Cellular Service provider:

1. BSNL
2. Airtel
3. Vodafone
4. Idea
5. Reliance
6. Tata indicom
7. Rainbow

Subscribers:
Wireless subscribers crosses 200 million mark
Tele density reaches 21.20%

The total number of telephone subscribers has reached 241.02 million at the end
of August 2007 as compared to 232.87 million in July 2007. The overall
teledensity
has increased to 21.20% in August 2007 as compared to 20.52% in July 2007.
In the wireless segment, 8.31 million subscribers have been added in August
2007 while 8.06 million subscribers were added in July 2007. The total wireless
subscribers (GSM, CDMA & WLL(F)) base reaches 201.29 million at the end of
August 2007.
The wire line segment subscriber base stood at 39.73 million with a decrease of
0.16 million at the end of August 2007. Circle wise wire line subscriber base of
service providers is given at following chart..

Market Share of the telecom Company in India

INTRODUCTION

“Bharti Airtel” formerly known as Bharti Tele-Ventures Limited (BTVL) is among

India's largest mobile phone and Fixed Network operators. With more than 60
million subscriptions as of 13th February 2008.[2] It offers its mobile services
under the Airtel brand and is headed by Sunil Mittal. The company also provides
telephone services and Internet access over DSL in 14 circles. The company
complements its mobile, broadband & telephone services with national and
international long distance services. The company also has a submarine cable
landing station at Chennai, which connects the submarine cable connecting
Chennai and Singapore. The company provides reliable end-to-end data and
enterprise services to the corporate customers by leveraging its nationwide fiber
optic backbone, last mile connectivity in fixed-line and mobile circles, VSATs, ISP
and international bandwidth access through the gateways and landing station.

Airtel is the largest cellular service provider in India in terms of number of

subscribers. Bharti Airtel owns the Airtel brand and provides the following
services under the brand name Airtel: Mobile Services (using GSM Technology),
Broadband & Telephone Services (Fixed line, Internet Connectivity(DSL) and
Leased Line), Long Distance Services and Enterprise Services
(Telecommunications Consulting for corporates).
Leading international telecommunication companies such as Vodafone and
SingTel held partial stakes in Bharti Airtel.

In April 2006 Bharti Global Limited was awarded a telecommunications license in

Jersey in the Channel Islands by the local telecommunications regulator the
JCRA. In September 2006 the Office of Utility Regulation in Guernsey awarded
Guernsey Airtel with a mobile telecommunications license. In May 2007 Jersey
Airtel and Guernsey Airtel announced the launch of a relationship with Vodafone
for island mobile subscribers. In July 2007, Bharti Airtel signed an MoU with
Nokia-Siemens for a 900 million dollar expansion of its mobile and fixed
network.[3] In August 2007, the company announced it will be launching a
customized version of Google search engine that will provide an 'array of
services' to its broadband customers.
INTRODUCTION

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 India’s largest private
sector company virtually from scratch, had stated as early as 1999: “Make the
tools of information and communication available to people at an affordable cost.
They will overcome the handicaps of illiteracy and lack of mobility.”

It was with this belief in mind that Reliance Communications (formerly Reliance
Infocomm) started laying 60,000 route kilometres of a pan-India fibre optic
backbone. This backbone was commissioned on 28 December 2002, the
auspicious occasion of Dhirubhai’s 70th birthday, though sadly after his
unexpected demise on 6 July 2002.

Reliance Communications has a reliable, high-capacity, integrated (both wireless

and wireline) and convergent (voice, data and video) digital network. It is capable
of delivering a range of services spanning the entire infocomm (information and
communication) value chain, including infrastructure and services — for
enterprises as well as individuals, applications, and consulting.
Today, Reliance Communications is revolutionising the way India communicates
and networks, truly bringing about a new way of life.

Reliance Communications (formerly Reliance Infocomm), along with Reliance

Telecom and Flag Telecom, is part of Reliance Communications Ventures
(RCoVL). According to National Stock Exchange data, Anil Ambani controls 66.75
per cent of the company, which accounts for more than 1.36 billion shares of the
company.[1]Reliance Infocomm is an Indian telecommunications company. It is
the flagship company of the Reliance-Anil Dhirubhai Ambani Group, comprising
of power (Reliance Energy), financial services (Reliance Capital) and telecom
initiatives of the Reliance ADA Group. Reliance Infocomm is currently managed
by Anil Dhirubhai Ambani.It uses CDMA2000 1x technology

HISTORY

Reliance Infocomm was founded by Dhirubhai Ambani. Between 1999 to 2002

Reliance Infocomm built 60,000 km of fibre optic backbone in India. This network
was commissioned on December 28, 2002.

FOOTPRINT

At present, Reliance Telecom's GSM cellular services are available in 340 towns
within its eight-circle footprint. Reliance's CDMA services are available in 19
states and cover about 65% of the country, state wise. Reliance Infocomm also
offered for the first time in India, mobile data services through its R-World mobile
portal. This portal leverages the data capability of the CDMA 1X network.

BUSINESS REVIEW

During the twelve months ended March 31, 2007, revenues of the Wireless
business increased by 46% to Rs. 10,728 crore (US$ 2,489 million) from Rs.
7,364 crore (US$ 1,709 million).

Wireless EBITDA increased to Rs. 3,984 crore (US$ 924 million) from Rs. 2,250
crore (US$ 522 million). Margins expanded to 37% from 31%.

EBITDA of the Global business increased by 98% during the twelve months
ended March 31, 2007 to Rs. 1,271 crore (US$ 295 million). EBITDA margins
increased to 24% from 12% last year.

In the same period, the Broadband business achieved revenue growth of 123%
to Rs. 1,144 crore (US$ 265 million), and EBITDA increased by more than 6
times, to Rs. 519 crore (US$ 120 million). The EBITDA margin crossed 45% in
the twelve months ended March 31, 2007, from 15% in the corresponding period
in the previous year.
TATA TELESERVICES

INTRODUCTION

Tata Teleservices Limited (TTSL) is part of the Tata Group of Companies, an

Indian Conglomerate. It runs the brand name Tata Indicom in India in various
telecom circles of India. The company forms part of the Tata Group's prescence
in the Telecommunication Industry in India, along with Tata Teleservices
(Maharashtra) Limited (TTML) and VSNL.

TTSL was incorporated in 1995 and was the first company to offer CDMA Mobile
services in India, specifically in the state of Andhra Pradesh.

In December 2002, the company acquired the erstwhile Hughes Telecom (India)
Ltd. which was renamed Tata Teleservices (Maharashtra) Limited.

In September 2007, Tata Indicom launched the Talk World plan, an International
Long Distance Plan.

Tata is the direct competitor with Reliance, both CDMA operators in India. The
company provides unified telecommunication solutions including mobile, fixed
wireless, fixed line and broadband. Other competitors are Vodafone, Airtel, Aircel,
Idea, MTNL, BSNL providing GSM based mobile telephony.

The company was first in India to provide free intra network calling within city
limits. They launched a unique scheme providing lifetime rental free connectivity
on its mobile and fixed wireless for a one time charge.

Tata Teleservices is part of the INR Rs. 119000 Crore (US$ 29 billion) Tata
Group, that has over 87 companies, over 250,000 employees and more than 2.8
million shareholders. With a committed investment of INR 36,000 Crore (US$ 7.5
billion) in Telecom (FY 2006), the Group has a formidable presence across the
telecom value chain.

Tata Teleservices spearheads the Group’s presence in the telecom sector.

Incorporated in 1996, Tata Teleservices was the first to launch CDMA mobile
services in India with the Andhra Pradesh circle.

Starting with the major acquisition of Hughes Tele.com (India) Limited [now
renamed Tata Teleservices (Maharashtra) Limited] in December 2002 the
company swung into an expansion mode. With the total Investment of Rs 19,924
Crore, Tata Teleservices has created a Pan India presence spread across 20
circles that includes Andhra Pradesh, Chennai, Gujarat, Karnataka, Delhi,
Maharashtra, Mumbai, Tamil Nadu, Orissa, Bihar, Rajasthan, Punjab, Haryana,
Himachal Pradesh, Uttar Pradesh (E), Uttar Pradesh (W), Kerala, Kolkata,
Madhya Pradesh and West Bengal.

Having pioneered the CDMA 3G1x technology platform in India, Tata

Teleservices has established a robust and reliable 3G ready telecom
infrastructure that ensures quality in its services. It has partnered with Motorola,
Ericsson, Lucent and ECI Telecom for the deployment of a reliable,
technologically advanced network.

The company, which heralded convergence technologies in the Indian telecom

sector, is today the market leader in the fixed wireless telephony market with a
total customer base of over 3.8 million.

Tata Teleservices’ bouquet of telephony services includes Mobile services,

Wireless Desktop Phones, Public Booth Telephony and Wireline services. Other
services include value added services like voice portal, roaming, post-paid
Internet services, 3-way conferencing, group calling, Wi-Fi Internet, USB Modem,
data cards, calling card services and enterprise services.

Some of the other products launched by the company include prepaid wireless
desktop phones, public phone booths, new mobile handsets and new voice &
data services such as BREW games, Voice Portal, picture messaging,
polyphonic ring tones, interactive applications like news, cricket, astrology, etc.

Tata Indicom redefined the existing prepaid mobile market in India, by unveiling
their offering – Tata Indicom ‘Non Stop Mobile’ which allows customers to receive
free incoming calls. Tata Teleservices today has India’s largest branded telecom
retail chain and is the first service provider in the country to offer an online
channel www.ichoose.in to offer postpaid mobile connections in the country.

Tata Teleservices has a strong workforce of 6000. In addition, TTSL has created
more than 20,000 jobs, which will include 10,000 indirect jobs through
outsourcing of its manpower needs.

Today, Tata Teleservices Limited along with Tata Teleservices (Maharashtra)

Limited serves over 21 million customers in over 4000 towns. With an ambitious
rollout plan
both within existing circles and across new circles, Tata Teleservices offers world-
class technology and user-friendly services in 20 circles.

BSNL

INTRODUCTION
Bharat Sanchar Nigam Limited (known as BSNL, India Communications
Corporation Limited) is a public sector communications company in India. It is the
India's largest telecommunication company with 25.14% market share as on
December 31, 2007. Its headquarters are at Bharat Sanchar Bhawan, Harish
Chandra Mathur Lane, Janpath, New Delhi. It has the status of Mini-ratna - a
status assigned to reputed Public Sector companies in India.

BSNL is India's oldest and largest Communication Service Provider (CSP).

Currently BSNL has a customer base of 68.5 million (Basic & Mobile telephony).
It has footprints throughout India except for the metropolitan cities of Mumbai and
New Delhi which are managed by MTNL. As on December 31, 2007 BSNL
commanded a customer base of 31.7 million Wireline, 4.1 million CDMA-WLL
and 32.7 million GSM Mobile subscribers. BSNL's earnings for the Financial Year
ending March 31, 2007 stood at INR 397.15b (US$ 9.67 b) with net profit of INR
78.06b (US$ 1.90 billion). Today, BSNL is India's largest Telco and one of the
largest Public Sector Undertaking with estimated market value of $ 100 Billion.
The company is planning an IPO with in 6 months to offload 10 % to public.

Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest
Telecommunications Company providing comprehensive range of telecom
services in India: Wireline, CDMA mobile, GSM Mobile, Internet, Broadband,
Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span
of five years it has become one of the largest public sector unit in India.
BSNL has installed Quality Telecom Network in the country and now focusing on
improving it, expanding the network, introducing new telecom services with ICT
applications in villages and wining customer's confidence. Today, it has about
47.3 million line basic telephone capacity, 4 million WLL capacity, 20.1 Million
GSM Capacity, more than 37382 fixed exchanges, 18000 BTS, 287 Satellite
Stations, 480196 Rkm of OFC Cable, 63730 Rkm of Microwave Network
connecting 602 Districts, 7330 cities/towns and 5.5 Lakhs villages.
BSNL is the only service provider, making focused efforts and planned initiatives
to bridge the Rural-Urban Digital Divide ICT sector. In fact there is no telecom
operator in the country to beat its reach with its wide network giving services in
every nook & corner of country and operates across India except Delhi &
Mumbai. Whether it is inaccessible areas of Siachen glacier and North-eastern
region of the country. BSNL serves its customers with its wide bouquet of
telecom services.

BSNL is numero uno operator of India in all services in its license area. The
company offers vide ranging & most transparent tariff schemes designed to suite
every customer.
BSNL cellular service, CellOne, has more than 17.8 million cellular customers,
garnering 24 percent of all mobile users as its subscribers. That means that
almost every fourth mobile user in the country has a BSNL connection. In basic
services, BSNL is miles ahead of its rivals, with 35.1 million Basic Phone
subscribers i.e. 85 per cent share of the subscriber base and 92 percent share
in revenue terms.

BSNL has more than 2.5 million WLL subscribers and 2.5 million Internet
Customers who access Internet through various modes viz. Dial-up, Leased Line,
DIAS, Account Less Internet(CLI). BSNL has been adjudged as the NUMBER
ONE ISP in the country.

BSNL has set up a world class multi-gigabit, multi-protocol convergent IP

infrastructure that provides convergent services like voice, data and video
through the same Backbone and Broadband Access Network. At present there
are 0.6 million DataOne broadband customers.
The company has vast experience in Planning, Installation, network integration
and Maintenance of Switching & Transmission Networks and also has a world
class ISO 9000 certified Telecom Training Institute.
Scaling new heights of success, the present turnover of BSNL is more than
Rs.351,820 million (US $ 8 billion) with net profit to the tune of Rs.99,390
million (US $ 2.26 billion) for last financial year. The infrastructure asset on
telephone alone is worth about Rs.630,000 million (US $ 14.37 billion).

BSNL plans to expand its customer base from present 47 millions lines to 125
million lines by December 2007 and infrastructure investment plan to the tune of
Rs. 733 crores (US$ 16.67 million) in the next three years.
The turnover, nationwide coverage, reach, comprehensive range of telecom
services and the desire to excel has made BSNL the No. 1 Telecom Company of
India.

History

The foundation of Telecom Network in India was laid by the British

sometime in 19th century. The history of BSNL is linked with the beginning of
Telecom in India. In 19th century and for almost entire 20th century, the Telecom
in India was operated as a Government of India wing. Earlier it was part of
erstwhile Post & Telegraph Department (P&T). In 1975 the Department of
Telecom (DoT) was separated from P&T. DoT was responsible for running of
Telecom services in entire country until 1985 when Mahanagar Telephone Nigam
Limited (MTNL) was carved out of DoT to run the telecom services of Delhi and
Mumbai. It is a well known fact that BSNL was carved out of Department of
Telecom to provide level playing field to private telecoms.Subsequently in 1990s
the telecom sector was opened up by the Government for Private investment,
therefore it became necessary to separate the Government's policy wing from
Operations wing. The Government of India corporatised the operations wing of
DoT on October 01, 2000 and named it as Bharat Sanchar Nigam Limited
(BSNL).BSNL operates as a public sector.

VODAFONE ESSAR
Vodafone Essar, previously Hutchison Essar is a cellular operator in India that
covers 16 telecom circles in India Despite the official name being Vodafone
Essar, its products are simply branded Vodafone. It offers both prepaid and
postpaid GSM cellular phone coverage throughout India and is especially strong
in the major metros.

Vodafone Essar provides 2G services based on 900 MHz and 1800 MHz digital
GSM technology, offering voice and data services in 16 of the country's 23
licence areas.

Vodafone Essar, previously Hutchison Essar is a cellular operator in India that

covers 16 telecom circles in India . Despite the official name being Vodafone
Essar, its products are simply branded Vodafone. It offers both prepaid and
postpaid GSM cellular phone coverage throughout India and is especially strong
in the major metros.

Vodafone Essar provides 2G services based on 900 MHz and 1800 MHz digital
GSM technology, offering voice and data services in 16 of the country's 23
licence areas.

OWNERSHIP:

Vodafone Essar is owned by Vodafone 52%, Essar Group 33%, and other Indian
nationals, 15%.
On February 11, 2007, Vodafone agreed to acquire the controlling interest of
67% held by Li Ka Shing Holdings in Hutch-Essar for US$11.1 billion, pipping
Reliance Communications, Hinduja Group, and Essar Group, which is the owner
of the remaining 33%. The whole company was valued at USD 18.8 billion . The
transaction closed on May 8, 2007.

PREVIOUS BRANDS:

In December 2006, Hutch Essar re-launched the "Hutch" brand nationwide,

consolidating its services under a single identity. The Company entered into
agreement with NTT DoCoMo to launch i-mode mobile Internet service in India
during 2007.

The company used to be named Hutchison Essar, reflecting the name of its
previous owner, Hutchison. However, the brand was marketed as Hutch. After
getting the necessary government approvals with regards to the acquisition of a
majority by the Vodafone Group, the company was rebranded as Vodafone
Essar. The marketing brand was officially changed to Vodafone on 20 September
2007.

On September 20, 2007 Hutch becomes Vodafone in one of the biggest brand
transition exercises in recent times.

Vodafone Essar is spending somewhere in the region of Rs 250 crores on this

high-profile transition being unveiled today. Along with the transition, cheap cell
phones have been launched in the Indian market under the Vodafone brand.
There are plans to launch co-branded handsets sourced from global vendors as
well.
A popular daily quoted a Vodafone Essar director as saying that "the objective is
to leverage Vodafone Group's global scale in bringing millions of low-cost
handsets from across-the-world into India."

While there is no revealing the prices of the low-cost Vodafone handsets, the
industry is abuzz that prices might start at Rs 666, undercutting Reliance
Communications' much-hyped 'Rang Barse' with cheap handsets beginning at Rs
777.

Meanwhile, Vodafone Essar sources said there would be no discounts or

subsidized handset offers -- rather handset-bundled schemes for customers.

Incidentally, China's ZTE, which is looking to set-up a manufacturing unit in the

country, is expected to provide several Vodafone handsets in India. Earlier this
year, Vodafone penned a global low-cost handset procurement deal with ZTE.

GROWTH OF HUTCHISON ESSAR (1992-2005):

In 1992 Hutchison Whampoa and its Indian business partner established a

company that in 1994 was awarded a licence to provide mobile
telecommunications services in Mumbai (formerly Bombay) and launched
commercial service as Hutchison Max in November 1995. Analjit Singh of Max
still holds 12% in company.

By the time of Hutchison Telecom's Initial Public Offering in 2004, Hutchison

Whampoa had acquired interests in six mobile telecommunications operators
providing service in 13 of India's 23 licence areas and following the completion of
the acquisition of BPL that number increased to 16. In 2006, it announced the
acquisition of a company that held licence applications for the seven remaining
licence areas.
In a country growing as fast as India, a strategic and well managed business plan
is critical to success. Initially, the company grew its business in the largest
wireless markets in India - in cities like Mumbai, Delhi and Kolkata. In these
densely populated urban areas it was able to establish a robust network, well
known brand and large distribution network -all vital to long-term success in
India. Then it also targeted business users and high-end post-paid customers
which helped Hutchison Essar to consistently generate a higher Average
Revenue Per User ("ARPU") than its competitors. By adopting this focused
growth plan, it was able to establish leading positions in India's largest markets
providing the resources to expand its footprint nationwide.

In February 2007, Hutchison Telecom announced that it had entered into a

binding agreement with a subsidiary of Vodafone Group Plc to sell its 67% direct
and indirect equity and loan interests in Hutchison Essar Limited for a total cash
consideration (before costs, expenses and interests) of approximately US$11.1
billion or HK$87 billion.

1992: Hutchison Whampoa and Max Group established Hutchison Max

2000: Acquisition of Delhi operations Entered Calcutta and Gujarat markets

through ESSAR acquisition

2001: Won auction for licences to operate GSM services in Karnataka, Andhra
Pradesh and Chennai

2003: Acquired AirCel Digilink (ADIL - Essar Subsidiary) which operated in

Rajastan, Uttar Pradesh East and Haryana telecom circles and renamed it under
Hutch brand

2004: Launched in three additional telecom circles of India namely 'Punjab', 'Uttar
Pradesh West' and 'West Bengal'

2005: Acquired BPL, another mobile service provider in India

2008: Vodafone acquired Dishnet Wireless, a service provider in Orissa and has
successfully launched its services in the following circle.

2008: Vodafone launched the Apple iPhone 3G to be used on its 17 circle 2G

network.

Hutch was often praised for its award winning advertisements which all follow a
clean, minimalist look. A recurrent theme is that its message Hello stands out
visibly though it uses only white letters on red background. Another recent
successful ad campaign in 2003 featured a pug named Cheeka following a boy
around in unlikely places, with the tagline, Wherever you go, our network follows.
The simple yet powerful advertisement campaigns won it many admirers.

RAINBOW
Sistema Shyam TeleServices Limited is a joint venture company between
Sistema (LSE: SSA) of Russia and Shyam Group of India. Sistema (LSE: SSA)
has a controlling 73.71% stake in the venture. Sistema Shyam TeleServices
Limited has licenses and

Shyam Telecom enables reliable mobile communication for GSM, CDMA,

iDEN®, UMTS, TETRA™, and Public Safety. We design and manufacture
innovative coverage solutions for mobile operators, real-estate developers,
neutral-host providers, businesses, and residences. Our experiences from
operating CDMA and GSM mobile networks have allowed us to design solutions
which seamlessly integrate with macro-networks of the mobile operators. We are
at the fore-front of in-building wireless, shaping the realm of infinite possibilities.

Today, Shyam Telecom focuses on providing wireless coverage solutions for

various entrenched and evolving technologies globally. The affordability and
reliability of 2nd Generation wireless technologies has caused a Paradigm Shift
in the perception of mobile technologies. This Paradigm Shift has given new
meaning to “mobility” and given birth to concepts of “seamless mobility.” At
Shyam Telecom, we provide infrastructure that enables reliable and affordable
wireless communication.

Recognized by the Government Of India, the Department of Science &

Technology awarded Shyam Telecom the 1997 award of excellence in Research
& Development. Today, leveraging our experience in Cable TV, Radio, and
Mobile Communications, we continue to develop new and innovative solutions for
our customers; solutions that assist our customers in realizing seamless mobility.

Catering to the global markets, Shyam Telecom is present in most countries

either through its subsidiaries or through its business partners.

1. Fixed phones

Get connected with rainbow and communicate with your family and friends.
State-of-the-art technology gives you crystal clear voice quality. Add to this
customized tariff plans to meet your specific requirements and you have better
value for money. Internet-ready telephone connections let you easily exploring
the world.
Rainbow provides 24x7 customer care services for every user. Our customer
care is geared up to meet your requirements. We are just a call away from you.

2 Landline phones
Graham Bell created it, scientists evolved it and people have used it for over a
century The wire line telephone is one of the simplest devices you have in your
house. You could still use an antique phone from the 1920's, even though the
technology is continuously being improvised.

IDEA CELLULAR LIMITED

As India's leading GSM Mobile Services operator, IDEA Cellular has licenses to
operate in 11 circles. With a customer base of over 17 million, IDEA Cellular has
operations in Delhi,Maharashtra, Goa, Gujarat, Andhra Pradesh, Madhya
Pradesh, Chattisgarh, Uttaranchal, Haryana, UP-West, Himachal Pradesh and
Kerala. IDEA Cellular's footprint currently covers approximately 45% of India's
population and over 50% of the potential telecom-market.
Idea Cellular is a wireless telephony company operating in various states in
India. It initially started in 1995 as a join venture between the Tatas, Aditya Birla
Group and AT&T by merging Tata Cellular and Birla AT&T Communications.
Initially having a very limited footprint in the GSM arena, the acquisition of
Escotel in 2004 gave Idea a truly pan-India presence covering Maharashtra
(excluding Mumbai), Goa, Gujarat, Andhra Pradesh, Madhya Pradesh,
Chattisgarh, Uttar Pradesh (East and West), Haryana, Kerala, Rajasthan and
Delhi (inclusive of NCR). The company has its retail outlets under the "Idea n'
U" banner. The company has also been the first to offer flexible tarrif plans for
prepaid customers. It also offers GPRS services in urban areas.
Holding
Initially the Birlas, the Tatas and AT&T Wireless each held one-third equity in the
company. But following AT&T Wireless' merger with Cingular Wireless in 2004,
Cingular decided to sell its 32.9% stake in Idea. This stake was bought by both
the Tatas and Birlas at 16.45% each.
Tata's foray into the cellular market with its own subsidiary, Tata Indicom, a
CDMA-based mobile provider, cropped differences between the Tatas and the
Birlas. This dual holding by the Tatas also became a major reason for the delay in
Idea being granted a license to operate in Mumbai. This was because as per
Department of Telecom (DOT) license norms, one promoter could not have more
than 10% stake in two companies operating in the same circle and Tata Indicom
was already operating in Mumbai when Idea filed for its license.
The Birlas thus approached the DOT and sought its intervention, and the Tatas
replied by saying that they would exit Idea but only for a good price. On April 10,
2006, the Aditya Birla Group announced its acquisition of the 48.18% stake held
by the Tatas at Rs. 40.51 a share amounting to Rs. 44.06 billion. While 15% of
the 48.14% stake was acquired by Aditya Birla Nuvo, a company in-charge of the
Birlas' new business initiatives, the remaining stake was acquired by Birla TMT
holdings Private Ltd., an AV Birla family owned company.Currently, Birla Group
holds 98.3% of the total shares of the company.
Idea has successfully launched 3 more new circles (states) in India viz.
Rajasthan, Himachal Pradesh and UP (East) to make itself a pan-India player.
Recently, Idea got licenses to operate in Mumbai & Bihar. They are awaiting the
spectrum from DoT
Customer Satisfaction

The Value of Customer Satisfaction

By “Andrew Mennie”, General Manager eGain Communications EMEA

What is the connection between customer satisfaction and the bottom line?
Ever wondered how much customer satisfaction is worth? We all know and
Accept that it is a strategic goal for all organizations involved in the delivery
of customer service. Yet in all my experience as a professional in this arena,
I have never come across a customer services director who could articulate the
Financial value of customer satisfaction to their business. Conversely, I have
Never met a customer service Director Who wasn’t measured on it. How
Bizarre. Big business is happy to measure it but doesn’t know what its worth.
One of the reasons for the difficulty in making the connections, is the
Intangibility of customer churn. That is to say, how dissatisfied does a
Customers have to be before they leave and sign with the competition? What
Might be an intolerable experience for one customer may well exceed all
Expectations of another. Then there’s competition. What if there isn’t any?
Before deregulation how concerned were the large utility companies with
Customer satisfaction or British Telecom comes to that. Interesting therefore
That the telecoms sector is where war is being waged on customer
Satisfaction Could it that be high customer satisfaction attracts new customers
and helps retain existing ones? Sounds like that could be worth something.

There is no question that customer satisfaction is difficult to measure, but why

Is measurement so essential?

As a customer I purchased my first mobile connection with company A .

They attracted me with their offer of Rs.50 on sim card .I stayed them with 6
month .They offered me services like –network coverage,rominig facility low call
charges etc. but after some company failed to provide me good services . and I
am also irritated by the unwanted calls &messages comes from the company . so I
have complained many times to the company about their bad services & unwanted
calls & messages but they have not taken any actions on my complains. As a loyal
customer I have paid all the charges & processing fees of complain but they have
not given me good response . So finallyI change my connection & service
provider now I am using service of company B. they provided me good services .
Now I am satisfied with services of company B .
Ten Basic Rules for Customer Satisfaction

1. Involve top management.

2. Know the customers.

3. Let the customers define what attributes are important.

4. Know the customer’s requirements, expectations, and wants.

5. Know the relative importance of customer decision criteria.

6. Gather and trust data.

7. Benchmark the data against competitors, and identify competitive

Strengths and weaknesses.

 8. Develop cross-functional action plans that enhance strengths and

Correct weaknesses.

9. Measure performance continually and spread the data throughout

The organization.

10.Be committed to getting better and better and better

Ways To Help You Improve Your Customer Service

1. Stay in contact with customers on a regular basis. Just as it is bad news to

send out too many emails to customers, it is just as bad to not stay in
contact with them. Customers don't want to feel abandoned. So don't.

Here are three things to help you stay in touch.

(1) Offer them your ezine subscription at least once a month.

(2) Ask customers if they want to be updated by e-mail when you make
changes to your Web site.
(3) Follow-up after each sale to see if they are satisfied with their
purchase. Send an e-mail out a few days after their purchase, another in a
week or two, and then another in a month.
2. Create a customer focus group by inviting 10 to 20 loyal customers to
meet regularly. Alternatively, send out a monthly survey to this group
asking for ideas and input on how to improve your customer service. Give
them a reward. Pay them, give them a gift certificate, or send them free
 product.

3. Have a web site that is easy to navigate. Add a frequently asked

question's "FAQ" page and explain anything that might confuse your
customers or visitors. Follow-up with an electronic survey with questions
on how to increase your site's user-friendliness.

4. Resolve customer complaints quickly and completely. Answer all e-mail

and phone calls within a few hours. This will show your customers you
really care about them.

5. Don't make your customers or visitors hunt for your contact information.
Make it easy for them to contact you. Offer as many contact methods as
possible. Hyperlink all your e-mail addresses so they don't have to find or
type it. Offer a toll free number.

Service provided by cellular service provider to satisfy custoumer

In pre-paid :- Enter the world of limitless possibilities with service provider

Prepaid. The service that helps you give, words to every feeling, an expression to
every emotion

• Total Cost Control You can control your service provider Prepaid like
never before. No more rentals or deposits – simply recharge as much as
you need to from as low as Rs. 10, to as high as Rs. 10,000/-.
• Pre activated STD/ISD without deposits or rentals
You can now enjoy a pre-activated STD/ISD on your service provider
Prepaid. No more paying deposits or having a minimum balance in your
account to make an STD/ISD call. Hassle-free calls are here to stay!
• Strong Network Coverage Enjoy complete clarity when calling with
service provider world-class technology and unbreakable network
coverage .
• Recharge your service provider Prepaid Recharging is Easy. The calling
value on your card keeps reducing as you make calls or use any other
chargeable service. Choose the service provider Prepaid Recharge
Coupon that’s right for you, from a variety of tailor– made recharge
coupons with different denominations, which are available at a number of
outlets across your city. Simply follow the procedure mentioned below, to
recharge your phone.
• Easy Recharge Recharge your service provider Prepaid Card
electronically with value that suits your needs, starting from Rs. 10 till Rs.
10,000. You can also recharge your service provider Prepaid while
roaming anywhere in the country. .

• Prepaid Roaming service provider l Prepaid comes preactivated with

'National Roaming', so you stay connected no matter wherever you are.
You can also send or receive MMS, check your email and access other
GPRS services while roaming in India as you would in your own city. While
traveling abroad you can receive calls & send or receive SMS.

• Call management Services Call waiting, call hold, call divert and Caller
Line Identification Presentation– all with your service provider prepaid
connection.

• Voice Mail When your handset is switched off, or you’re too busy to
answer the phone, service provider Voicemail will answer your calls and
 record a message. The best part is that there's no extra monthly cost for
setting up Voicemail - you just pay for the phone call when you use the
service.

• SMS (Short Messaging Service) Send messages quickly and easily

using text, if it's too noisy to talk or you don't have much time. It's the way
to share those interesting one-liners, important reminders and rib-tickling
jokes, with anyone, anytime, anywhere in the world.

• MMS (Multi-media Messaging Service): Jazz up your messages with

pictures, images and video clippings, with MMS from service provider

Post-paid sercices:- Life becomes much simpler with your service provider
Postpaid. It gives you the unlimited freedom to reach out to people in your
special way.

• Easy Payment Options. Anytime Anywhere. Walk into any service

provider relationship centre and make your payments by cash or credit
card. Drop a cheque at any of the drop boxes for making payments
• .Standing Instructions You can give us standing instructions to debit
your credit card account for your monthly bills. All you have to do is fill the
Standing Instruction Form and mail, fax it to us or drop it any of our
relationship centres.
• Electronic learing System Fill an ECS form and mail, fax it to us or drop
it any of our relationship centres to directly debit your bank account for
your monthly bill.
• Pay while roaming service provider has introduced 'Anywhere payment'
that offers you the convenience of making payments while you roam. Walk
in to any service provider Relationship Centre in the country, make
payments by cash or credit card and enjoy uninterrupted service provider
Services.
• Credit limit Your pre-set credit limit mentioned on your monthly bill helps
you keep your mobile charges in control, keeps track of your usage and
ensures that your mobile phone is not misused. Should you exceed your
credit limit, you will be informed via a voice or a non-voice message to
make an interim payment and reduce your account balance below your
credit limit. You may also choose to pay us an additional refundable
deposit to enhance your credit limit or opt for our

convenient payment method of Credit Card Standing instruction .You can also
make use of ECS facility.

• Strong Network Coverage Enjoy complete clarity when calling with

service provider .It offers you world class technology and unbreakable
network coverage
• Long Distance Calling Facility Call long distance calls in India and
Overseas with STD / ISD facility of service provider
• Call management Services Call waiting, call hold, call divert and Caller
Line Identification Presentation, help you do more with your service
provider Postpaid connection!
• Conference call You can hold a teleconference with 5 people
simultaneously with Call Conferencing service from service provider l. In
fact, you can set up a conference even when the other five are using a
landline phone..
• Missed call alert A missed call alert is a SMS that you will receive for all
the calls that you missed. The SMS will detail the CLI and the time when
the call was made.
• SMS (Short Messaging Service) Send messages quickly and easily,
using text, if it's too noisy to talk or you don't have much time. It's the way
to Share those interesting one-liners, important reminders and rib-tickling
jokes, with anyone, anytime, anywhere in the world.
• MMS (Multi-media Messaging Service): Jazz up your messages with
pictures, images and video clippings, with MMS from service provider

OBJECTIVES OF THE STUDY

• To know the customer awareness about various telecom companies.

• Impact of promotional activities on consumer adaptation level

.
• Analyzing the problem faced by customers.

• Analyzing which company product is more used by customers.

• To study the factors influencing buying behavior.

METHODOLOGY

MARKETING RESEARCH

Definition of marketing research is approved by the board of the American

Marketing Association (AMA) is:

“Marketing research is the functions which links the customer and public

To marketer through information used to identity and define marketing

Opportunities and problems; generate define and evaluate, marketing

Actions, monitor marketing performance, and improve understanding of

Marketing as a process”.

Simply, marketing research is the systematic design, collection, analysis and

Reporting of the data findings relevant to a specific marketing situation

facing the company. Careful planning through all stages of the research is a

necessity.

Objectivity in research is all- important. The heart of the scientific method is

The objective gathering and analysis of the information.

The function of marketing research within a company is to provide the

Information and analytical inputs necessary for effective.

• Planning of future marketing activity.

• Control of marketing operations in the present.

• Evaluation of marketing results.

A research may undertake any of three types of research investigations

depending upon the problem. These three types of research included.

• Basic research

• Applied research

• Designated fact gathering

BASIC RESEARCH

It is also known as the pure fundamental research which refers to those

studies, sole purpose of which is the discovery of new information. It is

conducted to extend the horizon in given area of knowledge with no

immediate application to existing problem.

APPLIED RESEARCH

It is an attempt to apply the various marketing techniques, which have been

developed as research, first and later on they become applied research

techniques. It is an attempt to apply the basic principles and existing

knowledge for the purpose of solving the operational problems.

DESIGNATED FACT GATHERING

It refers to a research where the investigator attempts nearly to gather some

predetermined data.

Steps in Marketing Research Process

Marketing Research Process can be carried out through the following steps:

Define the problem and research objectives

Develop the research plan

Collect the information

 Analysis and interpretations

Present the findings

DEFINE THE PROBLEM AND RESEARCH OBJECTIVES

In a very sense, this is the heart of the research process. This is the first step,

which calls for the marketing manage and marketing research.

RESEARCH PLAN DEVELOPMENT

The second calls for developing the most efficient plan for gathering the

needed information. Not to forget the cost or values of research the

Marketing manager must estimate process its approval, Research plan calls
For decision on

a) Data source

i. Primary data to be collected for a specific purpose.

ii. Secondary data collected for another purpose and already

existing some where.

1. Research Approaches: Primary data can be collected in four ways:

1. Observational research

2. Focus group research

3. Survey research

4. Experimental research

2. Research Instruments: Marketing researchers can use questionnaires

in collecting of primary data, because of its flexibility, questionnaires

is by for the most common instrument used to collect primary data.

3. Sampling Plan: This plan calls for the three aspects:-

a) Define the sampling unit.

 b) Decide the sample size.

c) Decide the sampling procedure whether to use probability or

non-probability sampling methods.

4. Contract method: once the sampling plan has been determined, this

has to decide how the subject should be contacted. The choices are

mail, telephone or research interviews.

COLLECTION OF INFORMATION

Data collection phase is generally the most expensive and the most phase to

error. Carry out the field work, collect data using the instruments, adjust the

Problem of not at homes, replaced, refusal to co-operate, biased or dishonest

answers.

ANALYSIS AND INTERPRETATIONS

The next to last step is to extract pertinent findings from the collected data.

The researcher edits, code, tabulate the collected data.

PRESENTATION OF FINDINGS

As the last step in marketing research the researchers present the findings.

The researchers have to arrange the researched result according to an

approved reporting format, get the report typed and bound, present the

copies of the report to the concerned authorities.

RESEARCH METHODOLOGY/ DESIGN

The methodology adopted for eliciting the data required for the study was

survey method. It is the overall pattern or framework of the project that will

dictate as to what information is to be collected, from which sources and by

what procedures.

RESEARCH METHOD

Research methodology must be classified on the basis of the major purpose

of the investigation. In this problem, description studies have been under-

taken, as the objective of the project is to conduct the market share study to

determine the share of the market received by both the company and it’s

competitors.

DATA COLLECTION
The information needed to further proceed in the project had been collected

through primary data and secondary data

PRIMARY DATA
Primary data consists of information collected for the specific purpose at

hand for the purpose of collecting primary data, survey research was used

and all the retail outlets sellers using different brands and their competitors

were contacted. Survey research is the approach best suited gathering

description.

SECONDARY DATA
The secondary data consists of information that already exist somewhere,

Having been collected for another purpose. Any researcher begins the
research work by first going through the secondary data. Secondary data

includes the information available with the company. It may be the findings

of research previously done in the field. Secondary data can also be collected

from magazines, newspapers, other surveys conducted by known research

agencies etc.
DATA ANALYSIS AND INTERPRETATION

DEMOGARPHIC FEATURES OF REPONDENTS

1. Sex ratio of the respondents

PARTICULARS NUMBER
MALE 40
FEMALE 60
 70

60

50

40

30

20

10

0
MALE FEMALE

INTERPRETATION: The graphical representation of the table shows that out of

100 respondents 40 were male and 60 were female.

1. Do you have any mobile Connection?

PARTICULARS NUMBER
Yes 100
No 0
 120

100

80

60

40

20

0
Yes No

INTERPRETATION:
All the respondents had mobile connections.

2. How many mobile connections do you have?

Particulars No. of respondents

1 81
2 19
3 0
>3 0
 90

80
70

60
50
No. of respondents
40
30

20
10

0
1 2 3 >3

INTERPRETATION:
out of 100 respondents 81 says that they had 1 connection while 19 were having
2 connections.

3. Which service are you using?

Particulars No. of respondents
Prepaid 62
Postpaid 38
 70

60

50

40
No. of respondents
30

20

10

0
Prepaid Postpaid

INTERPRETATION:
Out of 100 respondents 62 were using prepaid connections while 38 respondents
were using postpaid connections.

4. Which Mobile connection are you currently using?

PARTICULARS NO.OF
RESPONDENTS
AIRTEL 41

BSNL 27

VODAFONE 13
 RELIANCE 7

TATA INDICOM 4

IDEA 7

RAINBOW 1

RAINBOW 1

IDEA 7

TATA INDICOM 4

NO.OF
RELIANCE 7
RESPONDENTS

VODAFONE 13

BSNL 27

AIRTEL 41

0 10 20 30 40 50

INTERPRETATION:
Out of 100 respondents 41 were using AIRTEL, 27 were using BSNL, 13 were
using VODAFONE and 7 RELIENCE, 4 were using TATA while 7 were using
IDEA& 1 wear RAINBOW.

5. Are you satisfied with the services?

PARTICULARS NUMBER
Yes 79
No 21
 90
79
80
70

60
50
NUMBER
40
30
21
20
10

0
Yes No

INTERPRETATION:
Out of 100 respondents 79 respondents were satisfied with the services of there
particular service providers while only 21 were not satisfied.

6. Which facility attracts you most?

PARTICULARS No. of respondents

COVERAGE 61

CALL CHARGES 21

ROAMING CHARGES 2
G.P.R.S. 14

OTHERS 2

70
60
50
40
No. of respondents
30
20
10
0
S
ES
E

S
.
E

.S

ER
AG

G
G

.R
R
R
R

TH
.P
HA
A
VE

O
H

C
O

C
C

G
L

IN
AL

AM
C

O
R

INTERPRETATION:
Out 100 respondents 61 respondents were attracted by the coverage facility, 21
by call charges, 2 by roaming charges, 14 by G.P.R.S while 2 were attracted by
others

7. Which advertisement media puts more impact on your buying decision?

PARTICULARS NO. OF
RESPONDENTS
T.V. 31

MAGAZINES 12
NEWSPAPERS 22

INTERNET 15

OTHERS 20

35
30
25
20 NO. OF
15 RESPONDENTS

10
5
0
ET

S
S
V.

RS

ER
NE
T.

RN
E

TH
I

AP
AZ

TE

O
SP
AG

IN
W
M

NE

INTERPRETATION:
Out of 100 respondents 31 gets aware of cellular services by T.V, 15 by internet,
22 by news papers, 20 by others while 12 by magazines.

8. How much is your monthly expenses on mobile phones?

PARTICULARS NO. OF RESPONDENTS

Less than 150 28
150-350 52
350-500 13
Above 500 7
 60

50

40

NO. OF
30
RESPONDENTS

20

10

0
Less than 150-350 350-500 Above 500
150

INTERPRETATION:
Out of 100 respondents most of the respondents monthly expenses were 150-
350, 28 had monthly expenses of less than 150, 13 had 350-500 while only 7
were having monthly expenses of above 500.

9. From how long you are availing the services of this particular service
provider?

PARTICULARS NO. OF RESPONDENTS

1 year 34
2 years 40
3 years 16
More than 3 years 10

45
40
35
30
25 NO. OF
20 RESPONDENTS

15
10
5
0
1 year 2 years 3 years More than
3 years

INTERPRETATION:
Out of 100 respondents 40 were availing the services of there particular service
providers since 2 years, 34 since 1 year, 16 since 3 years while only 10 were
availing the services from more than 3 years.

10. Would you like to change your current service provider in future?

PARTICULARS No. OF RESPONDENTS

Yes 23
No 77
 90

80

70

60

50 No. OF
40 RESPONDENTS

30

20
10

0
Yes No

INTERPRETATION:
Out of 100 respondents 77 did not want to change there current service providers
while only 23 respondents want to change there current service providers.
 OBSERVATION AND FINDINGS

• It was found that respondents give first preference to the quality of service
provided and then \cost of product and services.
• Opinions regarding selecting a vendor for product and services is mainly
depend on company policies then on the decision makers [manager \area
sales manger \marketing associated] itself.
• Customers are satisfied with various plans.
• It was observed that most of the customers have only one connection.
• Maximum number of respondents were attracted towards the coverage facility
and the least like the roaming services.
• Most of the customer prefer prepaid connections than postpaid connections.
• T.V. and internet are the best media advertisements that put more impact on
the customer buying decisions
• Maximum number of customer are loyal to there particular service providers
and they were using there connections since 2 years.
• The monthly expense of maximum customer was ranging from 150-300.
LIMITATIONS

The present study is subjected to following LIMITATIONS.

1. Method of data collection was through personal interview and therefore
bias becomes a major limitation.

2. Due to the time constraints all the customers were not covered.

3. The sample was restricted to 100 customers, which may restrict the
scope and completion of study.

4. The scope of study is restricted only to the one city UDAIPUR

5. Owing to their pre occupation some customers were unable to answer

the complete questionnaire.

6. Unavailability of information – Some information related to different

plans was not available.
CONCLUSION

• Airtel have biggest market share in udaipur city.

• T.V. advertisement is more impact on customer buying behavior.
• Most of customer prefers prepaid connection.
• I observed that most of the customers are satisfied with current using
services.
SUGGESTIONS& RECOMMENDATION;
 Existing customers should be provided better response & services so
that by there good word of mouth company will get more customers.
 Advertisements should be given in the magazines related to Business,
Management service, Electronics Media, and Business world or by
installing stalls in different-different areas etc,
 Awareness should be created among the prospective customer.
 Office should be on good location :
 Companies should be tried to retain there customer by customer
relationship.
 Make availability of coverage in rural areas.
 There should be no compromise in quality and the network facility.
BIBLIOGRAPHY
BOOKS:
• Marketing Research – G. C. Beri
• Research Methodology – C.R Kothari
• Principles of Marketing – Philip Kotler

Web Resources:

• www.trai.gov.in
• http://www.tataindicom.com/t-aboutus-ttsl-organization.aspx
• http://www.rcom.co.in/webapp/Communications/rcom/Aboutus/aboutus_ho
me.jsp
• http://www.ideacellular.com/IDEA.portal?_nfpb=true&_pageLabel=IDEA_P
age_AboutIdea
• http://www.bsnl.co.in/about.htm
• http://www.rainbow.com
QUESTIONNAIRE
For
“A comparison of customer satisfaction in telecom industry in Udaipur city”

Name –----------------------------------------------------
Contact no.----------------------------------------------
Sex- male female

1.Do you have any mobile Connection?

Yes No

2.How many mobile connections do you have?

1 2
3 >3

3. Which service are you using?

Prepaid Postpaid

4. Which Mobile connection are you currently using?

Airtel Vodafone
BSNL Spice
Reliance Tata indico

5. Are you satisfied with the services?

Yes No

6. Which facility attracts you most?

Coverage Call charges
Roaming facility G.P.R.S
Others Specify……………………………………………

7. Which advertisement media puts more impact on your buying decision?

T.V Magazines
 Newspapers Internet

8. How much is your monthly expenses on mobile phones?

Less than 150 150-350
350-500 Above 500

9. From how long you are availing the services of this particular service provider?
1 year 2 years
3 years More than 3 years

10. Would you like to change your current service provider in future?
Yes No

If yes then why…………………………………………………