A

RESEARCH REPORT
ON

A Comparative study of Mobile Services

with special reference to BSNL Telecom
and other telecom players
SUBMITTED TOWARDS THE PARTIAL FULFILLMENT OF
MASTER OF BUSINESS ADMINISTRATION
(SUBMITTED TO MTU, NOIDA)

ACADEMIC SESSION:
2013 2015
SUBMITTED TO :

SUBMITTED BY:

Mr.AMITKUMAR

DINESH KUMAR

[Research supervisor]

MBA IV Sem
Roll No.

1360970016

JP SCHOOL OF BUSINESS, MEERUT

(Affiliated to U. T. U, Noida)
1

DECLARATION
I hereby declare that this research report is an original work done by me
independently and or any part of this work has not been published for the award of
any other Degree or Diploma.
Project I herby declare that the report entitled COMPARISION OF BSNL WITH
ITS COMPITITORS is the requirement of the

M.B.A,JP SCHOOL OF

BUSINESS. Meerut is my own efforts information furnished in this research

report, is true to the best of my knowledge.

DINESH KUMAR
MBA IV SEM

ACKNOWLEDGEMENT

It is my pleasant duty to offer my service acknowledgement to those honorable

personalities of the department who have been a constant source of help and
encouragement in carrying out this project.
I wish to express my indebtness to Mr. AMIT KUMAR (Research supervisor)
for her valuable suggestions and guidance throughout the project.
This research would not have been completed without friendly efforts of the all the
concerned authorities. Also this project enables me to have the know-how of the
effectiveness & working of the team spirit. Its web like structure helps me to have
added potential in myself to adjust easily to the tense & result oriented
environment of the organization.

DINESH KUMAR
M.B.A. IV SEM

INTRODUCTION
The telecommunications system in India was thrown open to private players in the 1990s.
The country is divided into multiple zones, called circles (roughly along state boundaries)
and the four largest cities (Delhi, Mumbai, Kolkata and Chennai) are circles in their own
right. The government owned BSNL runs local, mobile and long distance telephone
services all over the country (except in the Delhi and Mumbai circles). Several private
companies give competition to BSNL/MTNL in different circles.

Landlines: Landline service in India is primarily run by BSNL (MTNL in Delhi and
Mumbai). There are other companies too, such as Touchtel and Tata Teleservices
which do not have a pan-Indian presence. Reliance Infocom has licences to provide
services all over the country, but have started off only with CDMA mobile and fixed
mobile services (where the phone is not wired to the exchange, but is used like a fixed
line at home or office).

Landlines are now facing competition from mobile telephones (GSM and CDMA
based). Mobile phone connections are readily available from private companies for
relatively low prices. The competition has forced the government owned monopoly
BSNL (MTNL in Delhi and Mumbai) to become more efficient. The landline network
quality has improved and landline connections are now usually available on demand,
even in high density urban areas.

In addition to the government monopoly, there are several private landline telephone companies,
notably Reliance and Tata Teleservices and Bharti (which runs the landline company Touchtel
and the mobile company Airtel).

Long distance service is now more comprehensive and cheaper, carried primarily on fiber optic
cable. There are several private long distance companies, the government owned BSNL
continues to use its monopoly against them. However, the competition has caused prices to drop
and calls across India are now comparable in price to calls across the continental United States.

Government landline provider:

Most of the people in the country are using the landline telephones which is
mainly provided by the government company. BSNL is the largest telecom operator in
India and is known to everybody for Basic Telephony Services for over 100 years.
Presently the Plain old, Countrywide telephone service is being provided through 32,000
electronic exchanges, 326 Digital Trunk Automatic Exchanges(TAX), Digitalized Public
Switched Telephone Network (PSTN) all interlinked by over 2.4 lakh km of Optical
Fiber Cable, with a host of Phone Plus value additions to our valued Customers. BSNL's
telephony network expands throughout the vast expanses of the country reaching to the
remotest part of the country.

Private landline provider:

1.Reliance Infocom : Reliance Infocom network is a pan India, high capacity, integrated
(wireless and wireline) and convergent (voice, data and video) digital network, designed to offer
services that span the entire Infocom value chain - infrastructure, services for enterprises and
individuals, applications and consulting. The network is designed to deliver services that will
foster a new way of life for a New India.
2. Tata Teleservices : Tata Teleservices is part of the INR 54,000/- crore (US$11.2 billion) Tata
Group, that has over 90 companies, over 210,000 employees and more than 2.16 million
shareholders. With an investment of over INR 9,000/- crore (US$ 2 billion) in Telecom, the
Group has a formidable presence across the telecom value chain. The Tata Group plans an
additional investment of around INR 9000/- crore (US$ 2 billion) in this sector in the next two
years. 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. According to the study of this field, I can say that consumers are very keen to
observe the every opportunity provided by the various players in the field of landline telephones.
Consumers showed the very effective attitude towards my study.

OBJECTIVE OF STUDY

OBJECTIVE OF STUDY

To know about the pre-purchase behavior of consumer under the following points:
a. Income effect on their consumption.
b. Source of information.
c. Occupational effect.
d. Purpose of purchasing landline phone.

To know about the factor which influence the customer at a time purchasing a landline
phone.

To study the comparative market of various company.

To know the satisfaction level of consumer.

SCOPE OF THE STUDY

SCOPE OF THE STUDY

According to the study the telecom sector is emerging sector in Indian industry. Landline and
mobile services are comprises under the telecom sector. An efficient and rapid of the information
is the catalyst for economic and social development. Vision 2020 conceives of India as evolving
into an information society knowledge economy. Where IT and telecommunication will be the
springboard of growth. Already telecom sector is improving opportunities for the people across
different social strata. A whole range of information based industries and application has come
up. Creating new sources of employment and earning.

Social attention must be focused on strengthening the regulatory framework and further
improving teledensity, broadband connectivity and providing telecom companies with the right
environment for infrastructure development.

My study concentrating over the following points.

1.

Income effect show that middle income people are very interested to purchase the
landline so it is good area for concentrating by various companies.

2.

Satisfaction level is very crucial for companies my study put light on this aspects.

3.

Comparative study also help many companies to judge the place.

10

COMPANY PROFILE

GOVERNMENT COMPANY.
o BSNL.
PRIVATE COMPANY.
o TATA INDICOM.
o RELIANCE INFOCOM.

11

BSNL
GOVERNMENT LANDLINE PROVIDER

12

VISION
To become the largest telecom Service Provider in Asia.
MISSION
To provide world class State-of-art technology telecom services to its customers on demand at
competitive prices.
To Provide world class telecom infrastructure in its area of operation and to contribute to the
growth of the country's economy.
OBJECTIVES

To be the Lead Telecom Services Provider.

To provide quality and reliable fixed telecom service to our customer and there by increase
customer's confidence.

To provide mobile telephone service of high quality and become no. 1 GSM operator in its
area of operation.

To provide point of interconnection to other service provider as per their requirement

promptly.

To facilitate R & D activity in the country.

Contribute towards:
i.

National Plan Target of 500 million subscriber base for India by 2010.

ii.

Broadband customers base of 20 million in India by 2010 as per

Broadband Policy 2004.

iii.

Providing telephone connection in villages as per government policy.

13

BSNL is the largest telecom operator in India and is known to everybody for Basic Telephony
Services for over 100 years. Presently the Plain old, Countrywide telephone service is being
provided through 32,000 electronic exchanges, 326 Digital Trunk Automatic Exchanges(TAX),
Digitalized Public Switched Telephone Network (PSTN) all inter linked by over 2.4 lakh km of
Optical Fiber Cable, with a host of Phone Plus value additions to our valued Customers. BSNL'
stelephony network expands throughout the vast expanses of the country reaching to there
motets part of the country.
On October 1, 2000 the Department of Telecom Operations, Government of India became a
corporation and was christened Bharat Sanchar Nigam Limited (BSNL). Today, BSNL is the
No. 1 Telecommunications Company and the largest Public Sector Undertaking of India with
authorized share capital of $ 3600 million and net worth of $ 13.85 billion. It has a network of
over 45 million lines covering 5000 towns with over 35 million telephone connections.
With latest digital switching technology like OCB,EWSD,AXE-10,FETEX,NEC etc. and
widespread transmission network including SDH system up to 2.5 Gbps, DWDM system up to
80 gbps, web telephony, DIAS, VPN, Broadband and more than 400,000 data customers , BSNL
continues to serve this great nation .Its responsibilities include improvement of the already
impeccable quality of telecom services, expansion of telecom network, introduction of new
telecom services in all villages and instilling confidence among its customers.

14

BSNL has managed to shoulder these responsibilities remarkably and deftly. Today with over
45 million line capacity, 99.9% of its exchanges digital, nation wide Network management &
surveillance system (NMSS) to control telecom traffic and over 4,00,000 route kms of OFC
network, Bharat Sanchar Nigam Ltd is a name to reckon with in the world of connectivity.
The telephone infrastructure alone is worth about Rs. 1,00,000 crore(US $ 21.2 billion).
Turnover of Rs. 25,000 crore ( US $ 5.2 billion)
Add to which, BSNL's nationwide coverage and reach, comprehensive range of telecom services
and a penchant for excellence; and you have the ingredients for restructuring India for a bright
future.

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15

Hierarchy Table

16

Bharat Sanchar Nigam Limited

BSNL

Type
Availability
Revenue
Owner

Communication Service Provider

Countrywide except Delhi & Mumbai
US$ 9.04 billion (2006)
The Government of India

Key people

S.D. Saxena (CFO)

Kuldeep Goyal (CEO)

Founded
19th century, incorporated 2000
Website
www.bsnl.co.in
Bharat Sanchar Nigam Limited (known as BSNL) is a public sector communications company
in India. It is the largest telecommunication company in India and the sixth largest in the world.
Its headquarters are at Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath, New
Delhi. It has the status of Mini-Ratana - 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 65.3 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 July 31, 2007 BSNL commanded a customer base of 32.7 million Wireline, 3.7 million
CDMA-WLL and 28.9 million GSM Mobile subscribers.

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
17

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 corporatized the operations wing of DoT on October
01, 2000 and named it as Bharat Sanchar Nigam Limited (BSNL).BSNL operates as a public
sector.

Main Services being provided by BSNL-

BSNL fixed services

18

BSNL provides almost every telecom service, however following are the main Telecom Services
being provided by BSNL in India:1. Universal Telecom Services : Fixed wire line services & Wireless in Local loop (WLL) using
CDMA Technology called bfone and Tarang respectively. BSNL is dominant operator in fixed
line. As on March 31, 2007 (end of financial year) BSNL had 76% share of fixed and WLL
phones.

BSNL Mobile

Pre-paid Mobile
1. Cellular Mobile Telephone Services: BSNL is major provider of Cellular Mobile Telephone
services using GSM platform under brandname Cellone. Pre-paid Cellular services of BSNL
are know as Excel. As on March 31, 2007 BSNL had 17% share of mobile telephony in the
country.

BSNL Broadband

19

2. Internet: BSNL is providing internet as dial-up connection (Sancharnet) and ADSLBroadband Dataone. BSNL has around 50% marketshare in broadband in India. BSNL has
planned aggressive rollout in broadband for current financial year.
3.

Intelligent Network (IN):

BSNL is providing IN services like tele-voting, toll free calling, premium calling etc.

BSNL Units
BSNL is divided into a number of administrative units, termed as telecom circles, metro
districts, project circles and specialized units, as mentioned below:-

Telecom Circles:
Telecom Circles & Metro districts are responsible for providing service to the
customers. There are 24 Telecom Circles and 2 Metro districts.

1. Andaman & Nicobar Telecom Circle

2.

Andhra Pradesh Telecom Circle

3.

Assam Telecom Circle

4.

Bihar Telecom Circle

5.

Chhatisgarh Telecom Circle

6.

Gujarat Telecom Circle

7.

Haryana Telecom Circle

8.

Himachal Pradesh Telecom Circle

9.

Jammu & Kashmir Telecom Circle

20

10. Jharkhand Telecom Circle

11. Karnataka Telecom Circle
12. Kerala Telecom Circle
13. Madhya Pradesh Telecom Circle
14. Maharashtra Telecom Circle
15. North East-I Telecom Circle for Meghalaya, Mizoram and Tripura
16. North East-II Telecom Circle for Arunachal Pradesh, Manipur and Nagaland.
17. Orissa Telecom Circle
18. Punjab Telecom Circle
19. Rajasthan Telecom Circle
20. Tamil Nadu Telecom Circle
21. Uttar Pradesh (East) Telecom Circle
22. Uttar Pradesh (West) Telecom Circle
23. Uttranchal Telecom Circle
24. West Bengal Telecom Circle

Metro Districts
1. Kolkata Telecom District
2. Chennai Telecom District

Project Circles

21

1. Eastern Telecom Project Circle

2. Western Telecom Project Circle
3. Northern Telecom Project Circle
4. Southern Telecom Project Circle
5. IT Project Circle, Pune

Maintenance Regions
1. Eastern Telecom Maintenance Region
2. Western Telecom Maintenance Region
3. Northern Telecom Maintenance Region
4. Southern Telecom Maintenance Region

Specialized Telecom Units

1. Data Networks
2. National Centre For Electronic Switching
3. Technical & Development Circle
4. Quality Assurance

Manufacturing Units
1. Telecom Factory, Mumbai
2. Telecom Factory, Jabalpur
3. Telecom Factory, Richhai
4. Telecom Factory, Kolkata
22

Training Institutions
1. Advanced Level Telecom Training Centre(ALTTC)
2. Bharat Ratna Bhim Rao Ambedkar Institute Of Telecom Training
3. National Academy of Telecom Finance and Management

Other Units
1. Telecom Stores
2. Telecom Electrical Wing
3. Telecom Civil Wing

BSNL Present & Future

Since its corporatisation in October 2000, BSNL has been actively providing connections in both
Urban and Rural areas and the efficiency of the company has drastically improved from the days
when one had to wait for years to get a phone connection to now when one can get a connection
in even hours. Pre-activated Mobile connections are available at many places across India. BSNL
has also unveiled very cost-effective Broadband internet access plans (DataOne) targeted at
homes and small businesses. At present BSNL enjoys around 45% of market share of ISP
services.

Year of Broadband 2007

23

2007 has been declared as "Year of Broadband" in India and BSNL is in the process of providing
5 million Broadband connectivity by the end of 2007. BSNL has upgraded existing Dataone
(Broadband) connections for a speed of up to 2 Mbit/s without any extra cost. This 2 Mbit/s
broadband service is being provided by BSNL at a cost of just US$ 5.5 per month. Further,
BSNL is rolling out new Broadband services as Triple play (telecommunications).

BSNL is planning to increase its customer base to 108 million customers by 2010. With the
frantic activity in the communication sector in India, the target appears achievable, however due
to intense competition in Indian Telecom sector in recent past BSNL's growth has slowed down.

BSNL is pioneer of Rural Telephony in India. BSNL has recently bagged 80% of US$ 580 m
(INR 2,500 crores) Rural Telephony project of Government of India.

24

Challenges
During Financial Year 2006-2007 (From April 01, 2006 to March 31, 2007) BSNL has added 9.6
million new customers in various telephone services taking its customer base to 64.8 million.
BSNL's nearest competitor Bharti Airtel is standing at a customer base of 39 million. However,
despite impressive growth shown by BSNL in recent times, the Fixed line customer base of
BSNL is declining. In order to woo back its fixed-line customers BSNL has brought down long
distance calling rate under OneIndia plan, however, the success of the scheme is not known.
However, BSNL faces bleak fiscal 2006-2007 as users flee, which has been accepted by the
CMD BSNL.
Presently there is an intense competition in Indian Telecom sector and various Telcos are rolling
out attractive schemes and are providing good customer services. However, BSNL being legacy
operator and its conversion from a Government Department, earns lot of criticism for its poor
customer service. Although in recent past there have been tremendous improvement in working
of BSNL but still it is much below the Industry's Expectations. A large aging (average age 49
years(appx)) workforce (300,000 strong), which is mostly semi-illetrate or illeterate is the main
reason for the poor customer service. Further, the Top management of BSNL is still working in
BSNL on deputation basis holding Government employee status thus having little commitment
to the organisation. Quality of the workforce will also remain an issue.
Access Deficit Charges (ADC, a levy being paid by the private operators to BSNL for provide
service in non-lucarative areas especially rural areas) has been slashed by 37% by TRAI, w.e.f.
April 01, 2007. The reduction in ADC may hit the bottom-

25

Finance

Bharat Sanchar Nigam Limited, the largest Public Sector Undertaking of the Nation, is
certainly on a financial ground that's sound.
The Company has a net worth of Rs. 84,948 crores (US$ 19.49 billion), authorized equity
capital of Rs. 10,000 crores (US $ 2.29 billion), Paid up Equity Share Capital of Rs. 5,000
crores (US $ 1.15 billion) and Revenues is Rs. 39,715 crores (US $ 9.11 billion) in 2009-10.
(Note: INR 1 = USD 0.022941 as on 31-03-2010

26

Gross Investment in Fixed Assets

The BSNL is making substantial investment year to year for its network expansion and
modernization. During the current financial year BSNL has made the gross investment of Rs.
8153 crores ( US $ 1.87 billion) in Fixed Assets. These investments have been financed by the
internal accruals.

27

Dear Customers,
I have taken over as CMD BSNL on 1 st of August, 2007. On assuming my new assignment, I
would like to reiterate our commitment to provide services to the satisfaction of our esteemed
customers. BSNL is a total telecom solutions provider, offering landline, fixed wireless, mobile
and internet services all over the country except for metro cities of Delhi and Mumbai. BSNL's
broadband services are also presently available in 1077 cities .
As you are aware of, Year 2007 has been declared as "Year of Broadband". We plan to extend
broadband coverage to 1500 cities/towns and 20000 villages during the current year. The existing
broadband capacity of 1 million ports is planned to be augmented by 5 million ports. BSNL.s
thrust is to extend broadband connectivity to rural areas. An ambitious project is being taken up
to deploy 1.8 million ports for providing broadband connectivity to rural areas through wireline
as well as wireless techniques. Multiplay services over broadband connections have already been
launched in cities like Pune, Bangalore and Kolkatta and we plan to roll out these services in a
number of important cities progressively. Through a single connection, the customers will have
the freedom to talk, surf internet and watch cable TV or video simultaneously. Facilities like
online gaming etc. are also available over broadband.
BSNL has planned to expand its fixed wireless (WLL) network to provide telephone connections
on demand. Expansion of WLL network would also help faster rollout of services in rural areas.

28

We also have an ambitious plan to expand the mobile network with special emphasis to serve
rural populace.

Of late there was a capacity constraint in our mobile network but the constraint would be
overcome shortly and we will roll out additional capacity aggressively.
BSNL is also providing host of IVRS and SMS based value added services on wireline and
wireless connections such as cricket score, opinion polls, poll results, jokes, astrology,
information services, contests, games, chat, ringtones, logos, wall papers etc. BSNL has also
introduced Location Based Services for GSM customers. Customers can avail of these services at
affordable rates. It has been our endeavor to keep our tariff structure most affordable and
transparent.
BSNL has formulated new schemes to provide free Centrex facility to Corporate
Customers/Commercially Important Customers/Multi-storey complexes/Residential Housing
Societies etc. where customers do not have to pay for the cost of the equipment. Details of these
schemes are available on our website.
BSNL is striving hard to provide quality service to its valued customers. In this endeavor our
executives at customer service centers are being empowered to facilitate Single Window Service
at the counter itself where most of the routine business can be transacted without hassles of going
to different places. We have also launched Customer Care Portal to accept online registration of
customers. request for various services and lodging complaints. The Portal has already been
launched in A.P, Rajasthan, Kerala, Karnataka and Punjab Circles. In remaining Circles, portal
will be launched progressively by Dec, 2007
I thank our all esteemed customers for the faith reposed in our services. We reaffirm our
commitment to empower our customers with world class state-of-the art services at affordable
rates. We look forward to your continued patronage with us.
29

(Kuldeep Goyal)

PHONE PLUS SERVICES

Gone are the days when basic telephones was used only to make and receive calls. With the aid
of state-of-the-art digital exchanges, BSNL offers you a host of phone plus services, converting
your old basic telephones to a sophisticated tool which can be used for a variety of applications.

Basic Telephone Services

The Plain old, Countrywide telephone Service through 32,000 electronic exchanges. Digitalized
Public Switched Telephone Network (PSTN) with a host of Phone Plus value additions.

BSNL launched DataOne broadband service in January 2005 which shall be extended to 198
cities very shortly. The service is being provided on existing copper infrastructure on ADSL2
technology. The minimum speed offered to the customer is 256 Kbps at Rs. 500/- per month
only. Subsequently, other services such as VPN, Multicasting, Video Conferencing, Video-onDemand, Broadcast application etc will be added.

30

Internet
Keeping the global network of Networks networked, the countrywide Internet Services of BSNL

under the brand name

includes Internet dial up/ Leased line access, CLI based

access (no account is required) and DIAS service, for web browsing and E-mail applications.
You can use your dialup sancharnet account from any place in India using the same access no
'172233' , the facility which no other ISP has. BSNL has customer base of more than 1.7 million
for sancharnet

Internet Telephony service is also started under the brand name

, using this you can

make calls to a person in UK, USA, Canada and many more countries for as cheap as Rs. 4.50/per minute only. BSNL also offers Web hosting and co-location services at very cheap rates.

ISDN
Integrated Service Digital Network Service of BSNL utilizes a unique digital network providing
high speed and high quality voice, data and image transfer over the same line. It can also
facilitate both desktop video and high quality video conferencing

Intelligent Network
Intelligent Network Service (In Service) offers value-added services.
I-Net
Indias x.25 based packet Switched Public Data Network is operational in104 cities of the
country. It offers x.25 x.28 leased, x.28 Dial up (PSTN) Connection) and frame relayservices.
31

Leased Lines & Datacom

BSNL provides leased lines for voice and data communication for various application on point to
point basis. It offers a choice of high, medium and low speed leased data circuits as well as dialup lines. Bandwidth is available on demand in most cities. Managed Leased Line Network
(MLLN) offers flexibility of providing circuits with speeds of nx64 kbps up to 2mbps, useful for
Internet leased lines and International Principle Leased Circuits (IPLCs).

Cellular Mobile Service

BSNLs GSM cellular mobile service Cellone has a customer base of over 5.2 million. CellOne
provides all the services like MMS, GPRS, Voice Mail, E-mail, Short Message Service (SMS)
both national and international, unified messaging service (send and receive e-mails) etc. You
can use CellOne in over 160 countries worldwide and in 270 cellular networks and over 1000
cities/towns across India. It has got coverage in all National and State Highways and train routes.

Wireless in Local Loop

This is a communication system that connects customers to the Public Switched Telephone
Network (PSTN) using radio frequency signals as a substitute for conventional wires for all or
part of the connection between the subscribers and the telephone exchange.

Telephone
Basic Telephone (Bfone)
32

As

on

Total Number of connections

3,31,49,457
10.07.2010

WLL (Tarang)
As

on

Total Number of connections

35,99,544
10.07.2010

Village Public Telephones

As

on

Total Number of Telephones

5,53,484

10.07.2010
Public Telephones (Local, STD and Highway)
As
Total Number of Public Telephones
10.07.2010
STD Stations
As
Number of STD Stations
10.05.2010

on
20,82,824
on
32,011

Transmission Systems as on 10.07.2010

Digital
Coaxial

Microwave

(Route kms)
6,024

50,199

UHF
45,130
Optical Fiber
5,17,354
Satellite Based Services (as on 10.07.2010)
MCPC-VSATs
33

113

IDR Systems (2 Mb/ 8 Mb)

99/24

34

PRIVATE LANDLINE PROVIDER

TATA INDICOM.
RELIANCE INFOCOM.

35

TATA INDICOM
PRIVATE LANDLINE PROVIDER

36

INTRODUCTION

Tata Teleservices is part of the INR 64,350 Crore (US$14.3 billion) Tata Group, that has over 90
companies, over 210,000 employees and more than 2.16 million shareholders. With an
investment of over INR 9,000 Crore (US$ 2 billion) in Telecom, the Group has a formidable
presence across the telecom value chain. The Tata Group plans an additional investment of
around

INR

9000/-

Crore

(US$

billion).

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 has swung into expansion
mode. Tata Teleservices operates in 20 circles i.e. 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. The company has a customer base of over 3 million. The investment in the company as
of March 2004 totals INR 5995 Crore (US$ 1200 million).

37

The company, which heralded convergence technologies in the Indian telecom sector, is today
the

market

leader

in

the

fixed

wireless

telephony

market.

Tata Teleservices has recently, marked its entry into the Prepaid segment by launching 100 %
Sacchai True Paid, across all its existing 20 circles. With the latest initiative, Tata Indicom has
opened up new frontiers for the Indian prepaid customers by offering 1-second pulse and 100 %
talk time on True Paid.

Today, the company serves more than 3 million customers in over 824 towns. With an ambitious
rollout plan both within existing circles and across new circles, Tata Teleservices will offer
world-class technology and user-friendly services to over 1000 cities in 20 circles by March
2005.

38

TATA INDICOM PHONE

Tata Indicom offers you almost instant phone connections. Get yourself the Tata Indicom
Landline Services based on the state of the art Optical Fiber Cable-based backbone.

Superior Voice Clarity

Instant and hassle-free connection

Accurate billing

Secure and tamper-proof lines

Responsive and friendly services

24*7 friendly customer service

If you take a wireline connection, your telephone is connected to the Tata Indicom exchange
by a combination of high technology fiber-optic cables and copper cables. Global standard
today, fiber-optic cables enable our network to handle higher capacities of load as compared to
ordinary cables and at much higher transmission speeds. This gives you trouble-free and faster
connectivity.

39

Phone Connection

1. For Your home

Tata Indicom offers you almost instant phone connections. Get yourself the Tata Indicom
Landline Services based on the state of the art Optical Fiber Cable-based backbone.
Tata Indicome Phone Connection Advantage:

Superior Voice Clearity

Instant and hassle-free connection

Accurate billing

Secure and tamper-proof lines

Responsive and friendly services

24*7 friendly customer service

A global standard today, fiber-optic cables enable our network to handle higher capacities of
load as compared to ordinary cables and at much higher transmission speeds. This gives you
trouble-free and faster connectivity. If you take a wireline connection, your telephone is
connected to the Tata Indicom exchange by a combination of high technology Fiber-optic.

40

2. For Small Medium Business

Get a phone connection almost instantly. Get Tata Indicom Land Line connection based on the
state of the art Optical Fiber Cable-based backbone. Enjoy greater voice clarity and say goodbye
to excessive billing.
Wire-line telephones are connected to the Tata Indicom exchange by a combination of high
technology fiber-optic cables and copper cables. A global standard today, fiber-optic cables
enable our network to handle higher capacities of load as compared to ordinary cables, and at
much higher transmission speeds. This gives you trouble-free and faster connectivity.

3. For Enterprises
Tata Indicom offers you almost instant phone connections. Get Tata Indicom Landline Phone
services based on the state of the art Optical Fiber Cable-based backbone. Enjoy greater voice
clarity and say goodbye to excessive billing.
If you take a wire-line connection, your telephone is connected to the Tata Indicom exchange by
a combination of high technology fiber-optic and copper cables. A global standard today, fiberoptic cables enable our network to handle higher capacities of load as compared to ordinary
cables and at much higher transmission speeds. This gives you trouble-free and faster
connectivity

41

PRODUCTS AND SERVICES

Tata Indicom offers a complete range of affordable telecom solutions for your home and business
needs. Be it Tata Indicom mobile, Smart Wireless Service, Public Phone booths, Broadband
services or Centrex, we are present in every sphere of the telecommunications market,
endeavoring to make your life comfortable and hassle free.
We have a wide-range of product and service offerings to meet every need of yours:

Voice
Tata Indicom Mobile
Tata Indicom Push-To-Talk Service
Tata Indicom Walky
Tata Indicom Fixed Wire Phone Connection
Tata Indicom ISDN Services
Tata Indicom Centrex
Tata Indicom E1 Links
Tata Indicom Basic/Primary Rate ISDN
Tata Indicom Managed Leased Lines
Tata Indicom Direct Inward Dialling (DID)
Tata Indicom Public Phone Booth
Tata Indicom Voice Reminder Services

42

Data
Tata Indicom Shared and Dedicated Internet Bandwidth
Tata Indicom Virtual Private Networks (VPN)
Tata Indicom Hosting Services
Tata Indicom Internet Access Solutions
Tata Indicom ADSL & DSL
Internet
Tata Indicom Post-Paid Internet connection

Tata

Indicom Broadband Internet Services

Tata Indicom Corporate Dial Up

Tata

Indicom Corporate Internet ISDN

Tata Indicom

Internet Private Leased Circuits(IPLC)

Tata Indicom

Internet leased lines (ILL)

Tata Indicom

Managed Data Network Services (MDNS)

Tata Indicom

INMARSAT

Tata Indicom TV Uplink

Tata Indicom Internet Data Centers

Tata

Indicom NLD leased line

Tata Indicom Conference Services
Tata Indicom Conference Call Service
Tata Indicom Web Conference Service

43

RELIANCE INFOCOM
PRIVATE LANDLINE PROVIDER

44

INTRODUCTION
Reliance Infocomm is the outcome of the late visionary Dhirubhai Ambani's (1932-2002) dream
to herald a digital revolution in India by bringing affordable means of information and
communication to the doorsteps of India's vast population.
"Make the tools of infocom available to people at an affordable cost, they will overcome the
handicaps of illiteracy and lack of mobility", Dhirubhai Ambani charted out the mission for
Reliance Infocom in late 1999. He saw in the potential of information and communication
technology a once-in-a-lifetime opportunity for India to leapfrog over its historical legacy of
backwardness and underdevelopment.
Working at breakneck speed, from late 1999 to 2002 Reliance Infocomm built the backbone for a
digital India - 60,000 kilometers of fiber optic backbone, crisscrossing the entire country. The
Reliance Infocom pan-India network was commissioned on December 28, 2002, the 70th - birth
anniversary of Dhirubhai. This day also marked his first birth anniversary after his demise July 6, 2002.
Reliance Infocomm network is a pan India, high capacity, integrated (wireless and wire line) and
convergent (voice, data and video) digital network, designed to offer services that span the entire
Infocomm value chain - infrastructure, services for enterprises and individuals, applications and
consulting. The network is designed to deliver services that will foster a new way of life for a
New India.

45

DHIRUBHAI'S DREAM

Late Dhirubhai Ambani built Reliance from scratch to be in the reckoning for a place in the
Global Fortune 500 list. This achievement is even more significant due to the fact, that the entire
growth was achieved in an organic manner and in a span of just 25 years.
The corporate philosophy he followed was short simple and succinct - "Think big. Think
differently. Think fast. Think ahead. Aim for the best". He inspired the Reliance team to do better
than the best - not only in India but also in the world.
Dhirubhai Ambani, Founder Chairman of the Reliance Group, had an acute sense that education
alone empowers people. He was a great communicator. He communicated to inspire, to guide, to
educate and to motivate.
power of information and communications. He would often say: "make the tools of infocomm
available to people at an affordable cost, they will overcome the handicaps of illiteracy and lack
of mobility".
He wanted a telephone call to be cheaper than a post card. This, he believed, would transform
every home, empower every Indian, remove the roadblocks to opportunity and demolish the
barriers that divide our society.
Dhirubhai Ambani was of the conviction that infocomm would energies enterprises, galvanize
governance, make livelihood an enjoyment, learning an experience, and living an excitement.

46

Vision
"We will leverage our strengths in executing complex global-scale projects to make leading edge
information and communication services affordable by all individual consumers and businesses
in India. We will offer unparalleled value to create customer delight and enhance business
productivity. We will also generate value for our capabilities beyond Indian borders while
enabling millions of India's knowledge workers to deliver their services globally".
Business
Reliance Infocomm will offer a complete range of telecom services, covering mobile and fixed
line telephony including broadband, national and international long distance services, data
services and a wide range of value added services and applications that will enhance productivity
of enterprises and individuals.
Reliance India Mobile, the first of Infocomm's initiatives was launched on December 28, 2002,
the 70th birthday of the Reliance group founder, Shri. Dhirubhai H. Ambani.
This marks the beginning of Reliance's dream of ushering in a digital revolution in India by
becoming a major catalyst in improving quality of life and changing the face of India. It aims to
achieve this by putting the power of information and communication in the hands of the people
of

India

at

affordable

costs.

Reliance Infocomm will extend its efforts beyond the traditional value chain to develop and
deploy telecom solutions for India's farmers, businesses, hospitals, government and public sector
organizations.

47

Reliance Group
The Reliance Group founded by Dhirubhai H. Ambani (1932-2002) is India's largest business
house with total revenues of over Rs 99,000 crore (US$ 22.6 billion), cash profit of Rs 12,500
crore (US$ 2.8 billion), net profit of Rs 6,200 crore (US$ 1.4 billion) and exports of Rs 15,900
crore (US$ 3.6 billion).
The Group's activities span exploration and production (E&P) of oil and gas, refining and
marketing, petrochemicals (polyester, polymers, and intermediates), textiles, financial services
and insurance, power, telecom and infocom initiatives. The Group exports its products to more
than 100 countries the world over. Reliance emerged as India's Most Admired Business House,
for the third successive year in a TNS Mode survey for 2003.
Reliance Group revenue is equivalent to about 3.5% of India's GDP. The Group contributes
nearly 10% of the country's indirect tax revenues and over 6% of India's exports. Reliance is
trusted by an investor family of over 3.1 million - India's largest.

48

RELIANCE INDIA PHONE

1. Fixed Line Phone (FLP)
Telephony gets a new dimension when experienced on the Fixed Line Phone (FLP). This has
been made possible through 'Intelligent FSK' signaling, a first time in India, that makes a host of
intelligent features possible on our fixed line phones.
Moreover the single touch intelligent menu driven interface lets you use all the Reliance FLP
features without having to remember the feature activation codes. What's available as a result is
'NextGen Phone with unique features'
Benefits
1.Zero Effective Rentals:
2.Feature Packed Service at No Extra Cost:
3.Competitive Call Rates:
4.Enhanced convenience:
Fixed Line Phone (FLP) - Features
NextGen Caller ID
Speaker Phone
3-way Conferencing
Delayed Hotline
Call Forwarding
Call Transfer
Direct Internet Access
Alarm Call

49

2. Fixed Wireless Phone (FWP)

1. No Wires Attached
2. Wireless Internet (R Connect)
3.Mobile Phone's Features
4.Zero effective Rentals
Fixed Wireless Terminal (FWT)
1. Great Savings
2. Zero Effective Rentals
3.Parallel Connection Facility
4.No Wires Attached
FWT Features
Connect to standard telephone/cordless
Connect to PBX
Connect to PC Internet access
Parallel connection facility
Secure tap proof connection
3 way call conference
Speed dialing
Voice mail Facility
Hotline
Call wait / call hold
Call divert
Alarm

50

4. ISDN BRI
ISDN BRI is a hi-tech yet hassle free digital telephony service. It empowers you with
communication solutions encompassing voice, data and Internet over a single line at speeds up to
128 Kbps. You can choose to either have one data channel of 128 Kbps, or have two seperate
channels of 64 Kbps each for voice and data.

BENEFITS
1.One line, two channels
2.Quick call set up, High speeds
3.Speeds up to 128 Kbps
4.Digital security

5. Smart Office
Your office can now get the digital PBX functionality without having to invest in and maintain
any equipment. Introducing the Reliance Smart Office - a Business-class Centrex - which offers
carrier grade reliability and scalability coupled with the benefits of outsourcing.
Benefits of Reliance Smart Office
1. Digital PBX functionality
2. Carrier grade Reliability & scalability
3. Multi-Office solution
4.Outsourcing benefits

51

Smart Office Features

Call Management features

Call Forward on Busy

Call Forward on No reply, or

Forward all incoming calls

Voice Mail
Absentee Subscriber Service
Manager- Secretary Working
PC based Attendant Console
NextGen Caller ID
Speakerphone
Delayed Hotline
6. Analog Trunk Solutions
Do you have three or more lines terminating on your KTS/ PBX? Do your callers struggle to
remember multiple telephone numbers of your office? Do the free calls on some of your phone
lines remain unused?
If any of these problems are bothering you then Reliance Analog Trunk Solutions is perfect for
you.

52

Benefits of Reliance Analog Trunk Solutions

1. Optimise Spends
2. Single Hunting Number
3. Shared Commitment Plan
4. Better call rates at lesser commitment
5. Single bill option

7. Community Phone

Benefits of Reliance Community Phone

1. Intercom and Landline on a single telephone
2. Zero effective rentals
3. Feature-packed service at no extra costs
4. Competitive call rates

Community Phone - Features

NextGen Caller ID
Speakerphone.
3-way Conference
Mobile Phone Features
Quick Dialing

53

8. E1 DID

Digital channels over a 4-wire system. Each channel can be configured as incoming, outgoing or
two-way, allowing effective management of voice traffic.

BENEFITS

1. Direct Line for every user

2. Digital quality
3. Saving on recurring costs
4. Direct Line Number Display (DLND)
5. Enhanced service Availability
6. No congestion or busy signals

54

STATEMENT OF PROBLEM

55

STATEMENT OF PROBLEM

Telecom liberalization began early in the 1990s when the sector was thrown open to the private
sector. like most new things initially, there were gaps which have since then been slowly
corrected. India can today boast of an infrastructure that is comparable to the best in the world.
In the mid 1990. it was estimated that 10-15 years after the introduction of mobile telephony,
mobile customers would plateau at about 50 per sent of the fixed telephone .

In my study I found the different problems these are.

1. Consumers opt for landline connection for status but not as communication means.
2. In the growing field of mobile, landline phone are outdated.
3. Heavy expenses in the installing of infrastructure of the telecom.

56

METHODOLOGY

57

Objective of the study

Research design

Sample design

Data collection
Data analysis

Reporting of findings

58

RESEARCH DESIGN
A research design is a arrangement of conditions for collection at analysis of data in manner that
combines relevance to the research purpose with economy in processor.

DISCRIPTIVE RESEARCH DESIGN

Descriptive research studies are those studies, which are concerned with., described the
characteristics of particular individual. In descriptive as well as in diagnostic studies, the
researcher must be ale to define clearly, what he wants to measure and must find adequate
methods for it along with a clear cut population he wants to study Since the aim is to obtain
complete and accurate information in the said studies ,the procedure to be used must be carefully
planned. The research design must make enough provision for protection against bias and must
maximize reliability with due concern for the economical completion of the research study
&must focus attention of the following

NEED OF RESEARCH DESIGN:

Research design is needed because it facilitate the both smooth saling of various research
operation there by making research is efficient as possible yielding maximum information with
minimum expenditure of time and money.

Over all design: -Rigid design.

Sampling design: -Probability sampling design random sampling.

Statically Design: - Pre plan design for analysis.

Observation design: - Structure or well out instruments for collection of data.

Operational design: - Advance design about operational processor.

59

Descriptive research design are those studies are consult with describing the characteristics of
particular individual or of a group. Descriptive method are commonly use of direct basis of
marketing. It is ensure minimum byes. It provides information that helps executive make
rational decision.

SAMPLING DESIGN
A Sample design is a definite plan for obtaining a sample from a given population . it refers to
the technique or the procedure adopted
In selecting items for the sample. The main constituents of the sampling design below

Sampling unit

Sample size

Sampling procedures

SAMPLING UNIT
A sampling framework i.e. developed for the target population that will be sampled i.e. who is to
be surveyed

Consumer

SAMPLE SIZE
It is the substantial portions of the target population that are sampled achieve reliable results.

Consumer - 50

SAMPLING PROCEDURE
60

The procedure to choose the respondents to obtain a representative sample a non- probability
sampling technique is applied for the target market.

Non-Probability Sampling
It is a purposive sampling which deliberately chooses the particular units of the universe of
constituting a sample on the basis that the small mass that they so select out of a huge one will be
typical or representative of the whole.

Judgment Sampling
To select population member who are good prospects for accurate information.

61

DATA COLLECTION

PRIMARY DATA.

SECONDARY DATA.

62

DATA COLLECTION
The data collection process is the predefined task that I have to undergo. The data collection process
starts right day till the final day on the field. During the whole period a list of different respondent
scattered around whole of the Banaras gets visited.
There are several ways of collecting appropriate data that differ considerably in context of money, time
cost and other resources at the disposal of researcher. The tools used for data collection are as:

PRIMARY DATA
The primary data are those data, which are collected afresh and for the first time and happen to
be original in character. The primary data to be collected for the study are--

By Questionnaire: -

Questionnaire is a formularized instrument for as kind information directly from a respondent

and concerning behavior demography characteristics level of knowledge and or attitude believes
and feelings.
The term questionnaire is a list of obtaining specific information about a defined problem so that
the data after analysis & interpretation ,result in a better appreciation of the problems. A
questionnaire form, which has to be, completed an interviewer. Often referred as schedule.

By Personal Interview:-Under this method of collecting data there is face to face context
with the person from whom the information is obtained. The pattern used is Structured and
indirect Interview.

63

SECONDARY DATA: - Secondary data are those which have already been collected by some
one and which have already passed through statically process.

Various publication of the central, state and local governments;

Various publications of foreign government or of international bodies and their subsidiary

organization;

Technical and trade journals:

Books magazines and newspapers;

Reports and publications of various associations connected with business and industry,
banks, stock, exchange etc;

Reports prepared by research scholars, universities, economists etc. in different fields,

Publics records and statistics, historical documents, and other sources of published
information. The sources of unpublished data are many; they may be found in diaries, letters,
unpublished biographies and auto.

64

DATA REPRESENTATION

65

Availability of land line Phone

TABLE1
PRIMARY DATA
Landline Phone
Yes
No
Total

SAMPLE SIZE-50
No. of Respondent
41
09
50

Percentage
82
18
100

Awareness of Private landline provider

TABLE2
PRIMARY DATA
Private Landline

SAMPLE SIZE-50
No. of Respondent

Percentage

21
15
14
50

42
30
28
100

Phone
Aware
Unaware
Undeciding
Total
Consider

the landline is better than Mobile

TABLE3

PRIMARY DATA
Better Landline

SAMPLE SIZE-50
No. of Respondent

Phone
66

Percentage

Economic
Service has new

27
03

54
06

improved
Easy in reach
No. fear of

07
08

16
16

theft/loss
Evan layman

05

10

50

100

operate it
Total

Purpose to purchase landline phone

TABLE4
PRIMARY DATA
Purpose
Official use
Home
Status symbol
Total

SAMPLE SIZE-50
No. of Respondent
17
23
10
50

67

Percentage
34
46
20
100

 Factors which influence most at purchasing of landline

connection
TABLE5
PRIMARY DATA
Factors
Economic call rate
Good connectivity
Tones
ID caller
Colors
Total

SAMPLE SIZE-50
No. of Respondent
19
23
02
06
00
50

Percentage
38
46
04
12
00
100

Satisfaction with their landline

TABLE6
PRIMARY DATA
Satisfaction
BSNL
Reliance
Tata
Total

SAMPLE SIZE-50
No. of Respondent
27
15
08
50

Percentage
54
30
16
100

Problems they are facing from landline phone

TABLE7
PRIMARY DATA
Problem
Disturbance in

SAMPLE SIZE-50
No. of Respondent
17

Percentage
34

lines during calls

Cross connection
Errors in bill
Complaints are

07
09
13

14
18
26

attended very late

Instrument

04

8
68

problem
Total

50

100

Satisfied after sale service with existing landline

phone
TABLE8
PRIMARY DATA
Satisfied sale

SAMPLE SIZE-50
No. of Respondent

Percentage

15
35
50

30
70
100

service
Yes
No
Total

Awareness about different scheme provider by BSNL &

private landline provider
TABLE9
PRIMARY DATA
Different scheme
BSNL
Reliance
Tata
Total

SAMPLE SIZE-50
No. of Respondent
35
11
04
50

Percentage
70
22
08
100

Which landline providing better after sale service

TABLE10
PRIMARY DATA
After sale service
BSNL

SAMPLE SIZE-50
No. of Respondent
35
69

Percentage
70

Reliance
Tata
Total

11
04
50

22
08
100

Private landline provider offer better services as

compared BSNL

TABLE11
PRIMARY DATA
Better Private

SAMPLE SIZE-50
No. of Respondent

Percentage

37
13
50

74
26
100

service
Yes
No
Total

Awareness about charges of private landline provider

TABLE12
PRIMARY DATA
Amount awareness
Yes
No
Total

SAMPLE SIZE-50
No. of Respondent
13
37
50

Percentage
24
74
100

Rating by consumer about different landline land line

provider
70

TABLE13
PRIMARY DATA
Better option of
landline
BSNL
Reliance
Tata
Total

SAMPLE SIZE-50
No. of Respondent

Percentage

35
11
04
50

70
22
08
100

Consider about the future of landline in India

TABLE14
PRIMARY DATA
Future of landline in
India
Good
Excellent
Bad
Worst
Total

SAMPLE SIZE-50
No. of Respondent

Percentage

11
30
05
04
50

22
60
10
08
100

71

ANALYSIS OF DATA

72

ANALYSIS OF DATA

After data have been collected researcher turns to the task of analysis them. The analysis of the
task of closely related option such as establishment of categories, the application of these
calories to raw data through coding tabulation and then drawing.

Statistical inferences:

1) Coding
2) Editing
3) Tabulation

Coding operation is usually done at this stage through which the categories of data was transfer
into symbols that may be tabulated add counted.

Editing was the procedure that improves the quality of data for coding with the stage was ready
for tabulation.

Tabulation was a part of the technical procedure where in the classified data are put in the form
of tables.

73

GRAPH-1
Availability of land line Phone

% Respondent
100

82

80
60

40

18

20
0
yes

no

82% Respondent have the landline Phone.

18% Respondent have not landline Phone.

GRAPH-2
Awareness of Private landline provider
% Respondent
50

42

40

30

30

28
%

20
10
0
Aware

Unaware

Undecinding

44% Respondents are aware about private landline Phone

provider.

30% Respondents are unaware about private landline Phone

provider.
74

28% Respondents are undeceiving about private landline Phone

provider.

GRAPH-3
Consider the landline is better than Mobile
% Respondent
Economic

54

60
50

Service has new

improved

40
30
14

20
6

10

16

Easy in reach
10

No fear of
theft/loss

Even layman
operate it

54% Respondent consider landline better than mobile for

economic purpose.

6% Respondent consider landline better than mobile because

service has now improved.

14% Respondent consider landline better than mobile because it is

easy in reach.

16% Respondent consider landline better than mobile there is no

fear of theft/loss.

10% Respondent consider landline better than mobile because

even layman can operate it.

75

GRAPH-4
Purpose to purchase landline phone
% Respondent
46

50
34

40
30

20

20

10
0
Official use

Home use

Status symbol

34% Respondents have the purpose to purchase to landline Phone

for official use.

46% Respondents have the purpose to purchase to landline Phone

for off home use.

34% Respondents have the purpose to purchase to landline Phone

for status symbol.

76

GRAPH-5

Factors, which influence most at purchasing of landline

connection
% Respondent
50
40

46

Good connectivity

38

Tones

30
20
10

Economic call
rate

12
4

ID caller
0
Colors

38% Respondents are influenced most by the Economic call rate.

46% Respondents are influenced most by the Good connectivity.

04% Respondents are influenced most by the Tones.

12% Respondents are influenced most by the ID caller.

0% Respondents are influenced most by the Colors.

77

GRAPH-6

Satisfied after sale service with their existing landline phone

% Respondent
80

70

60
40

30

20
0
Yes

No

30% Respondents are satisfied with their existing landline phone.

70% Respondents are unsatisfied with their existing landline

phone.

78

GRAPH-7

Problems Respondents are facing from landline phone

% Respondent
40
35
30
25
20
15
10
5
0

34

Problem of cross
connectivity

26
14

Disturbance in line
during call

18
8

Errors in bills send

to the customer
Complaints are
attended very late
by telephone dept.

Problem in the
instrument

34% Respondents are facing the problem of disturbance in line

during call.

14% Respondents are facing the problem of cross connectivity.

18% Respondents are facing the problem of errors in bill send to

customer.

26% Respondents are facing the problem of complaints are

attended very late.

8% Respondents are facing the problem in instrument.

79

GRAPH-8
Respondent Satisfied with their landline
% Respondent
54

60
40

30

16

20
0
BSNL

Reliance

Tata

54% Respondents are satisfied with BSNL.

22% Respondents are satisfied with Reliance.

24% Respondents are satisfied with Tata.

GRAPH-9
Awareness about different scheme provider by BSNL & private
landline provider
% Respondent
80

70

60
40

22
8

20
0
BSNL

Reliance

Tata

70% Respondents are aware about different scheme provided

BSNL.

22% Respondents are aware about different scheme provided by

Reliance.
80

8% Respondents are aware about different scheme provided by

Tata.

GRAPH-10

Which landline providing better after sale service

% Respondent
80

70

60
40

22

20

0
BSNL

Reliance

Tata

70% Respondent of this opinion that BSNL provide better after

sale service.

22% Respondent of this opinion that Reliance provide better after

sale service.

8% Respondent of this opinion that Tata provide better after sale

service.

81

GRAPH-11

Private landline provider offer better services as compared

BSNL
% Respondent
80

74

60
40

26

20
0
Yes

No

74% Respondents are of this opinion that private landline co.

provide better service as compared BSNL.

26% Respondents are of this opinion that private landline co. do

not provide better service as compared BSNL.

82

GRAPH-12

Awareness about charged by private landline provider

% Respondent
74

80
60
40

26

20
0
Yes

No

26% Respondents are aware about the charged by private landline

provider.

74% Respondents are unaware about the charged by private

landline provider.

83

GRAPH-13

Rating by consumer about different landline land line provider

% Respondent
80

70

60
40

22
8

20
0
BSNL

Reliance

Tata

70% Respondents are give rating to BSNL.

22% Respondents are give rating to Reliance.

8% Respondents are give rating to Tata.

84

GRAPH-14

Consider about the future of landline in India

% Respondent
80

60

60
40

22

20

10

Worst

Bad

0
Good

Excellent

22% Respondents considered the future of landline in India as

good.

60% Respondents considered the future of landline in India as

excellent.

8% Respondents considered the future of landline in India as

worst.

10% Respondents considered the future of landline in India as

bad.

85

LIMITATIONS FINDINGS
&
RECOMMENDATION

86

LIMITATIONS
Despite the fact that the questionnaire method is widely used in marketing research it has several
important limitations.

Unwillingness of respondent to provide information.

Inability of respondent to provide.

Questionnaire can be administered to respondents who has considerable amount of

education.

Success and effectiveness mainly depends on the co-operation of the respondents.

In many situations researcher is not in a positions to detect the respondents is bias.

Unintelligent answers or misinterpretation of any questions by the respondents could

not be corrected.

Non-response rate is very high.

Cost constraint

Time consumption.

87

FINDINGS

Most of the respondents have a landline phone.

BSNL is the market leader in the landline phone.

40% respondents are aware about the private landline provider.

Customer are very much stick to the previous services.

Most of the respondent influence by their friends.

Economic aspect also lies in the surface area of mind.

Good connectivity is the factor, which influence most purchasing landline connection.

45% respondent have purpose to purchase the landline for home use.

35% respondents are facing the problem from the landline phone due to disturbance in
the line during the call.

53% respondents are satisfied with their landline phone.

Customers are very much unaware with private services.

More than 50% respondents are unaware about the different scheme provided by BSNL
& Private landline provider.

Some customers are fed up with the services of BSNL.

Some other private competitors also giving strong resistance.

Network at each & every place not their.

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RECOMMENDATION

Brand promotion scheme must be made more attractive than the offer given in campaign.

Educating the customer regarding the usage of phone.

To increase the percentage of reach, the frequency of advertisement of private landline

has to be increase.

Landline phone provider should try to give better services.

The private landline provider should create awareness among the customer.

The private landline company should make attractive advertising campaign.

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CONCLUSION

90

CONCLUSION

The result of the study can be useful for the telephone provider companies. The factors affection
consumer buying behavior is change according to their income effect. I have segmented the
survey in three categories i.e. student , self employed & serviceman.

Student are much attracting by the mobile phone. They wants to purchase on financed influence
by cash sales promotion schemes students are using their mobile for fun & joy.

Serviceman & self employed are giving preference to average low maintenance & price in
comparison to looks colors & brand image. Serviceman wants to purchase a landline phone for
home use.

91

BIBLIOGRAPHY

92

BIBLIOGRAPHY

BOOKS:

C. R. Kothari Research Methodology Second Edition, Wishwa Prakashan.

Donald S. Tull , Dell I. Hawkins Marketing Research Sixth Edition, Published by

Ashok k. Ghosh , Prentice-Hall Of India Pvt. Ltd.

MAGAZINES:

Business Today Depression In landline phone Sector Page 25 January 2011.

Business Today, March 21, 2011 issue

WEBSITE

www.bsnl.co.in

www.tataindicom.com

www.relianceinfocom.com

www.google.com

93

ANNEXURE

94

QUESTIONNAIRE
Name:
Occupation:
Address:

Q.1. Do you have a landline Phone?

Yes

No

Q.2. Which connection do you have?

BSNL

Tata Indicom

Reliance
Q.3. Are you aware about Private landline provider?
Awareness

Unawareness

Undeceiving
Q.4. Why do you consider that landline phone is better than the mobile
phone?
Economy

No fear of theft/loss

Service has new improved

Even layman pirate it

Easy in reach as it is installed

Q.5. By which medium, you come to know about this connection (Phone).
Advertising

Friends

Family members

Others

Q.6. What is your purpose to purchase this connection?

95

For official use

For fun

This is a status symbol

Q.7. What are the factors, which influence most at the purchasing of
landline connection?
Economic call rate.

Tones

Good connectivity

Caller ID

Colors
Q.8. What type of problem you are facing with your landline phone?
Disturbance in lines during calls
Problem in the instrument
Problem of cross connectivity
Errors in bills send to the customer
Complaints are attended very late
By telephone deptt.
Q.9. Are you satisfied with your landline?
BSNL

Tata Indicom

Reliance
Q.10. Are you aware about the different scheme provided by BSNL and
Private landline provider?
Awareness

Unawareness

Undeceiving

96

Q.11. If you have a chance to purchase a new connection of landline

phone which will you prefer?
BSNL

Tata Indicom

Reliance
Q.12. Which landline service provider are providing better after sale
services?
BSNL

Tata Indicom

Reliance
Q.13. Are you satisfied with your landline service provider in case of after
sale service?
Yes

No

Q.14. According to you which is better option.

BSNL

Tata Indicom

Reliance
Q.15. Would you like to tell me your Expectation towards the attributes of
land line?
Portable

Economic

Good connectivity

Call rate

Caller ID
Q.16. Do you think that private landline co. can offer you better services as
compared to BSNL?
Yes

No

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Q.17. If yes/no please mention the reason?

------------------------------------------------------------------------------------------------------------------------------------Q.18. Are you aware of the amount charged by the private landline provider?
Yes

No

Q.19. If yes please mention the amount?

-------------------------------------------------------------------------------------------------------------------------------------Q.20. Does your pocket allow to afford the private landline connection?
--------------------------------------------------------------------------------------------------------------------------------------Q.21. How will you rate to different landline provider?
BSNL

Reliance

Tata
Q.22. How do you consider the future of landline in India?
Good

Excellent

Bad

Worst

Q.23.Would you like to tell me your recommendation.

------------------------------------------------------------------------------------------------------------------------------------------------

98