Customer Satisfaction On Tata Indicom Mobile Users DHEEPAK.S FINAL

SNEHA COMMUNICATIONS PVT.
LTD
INTRODUCTION
General Introduction:
Communication has been one of the most important aspects of the growth of human society and culture. Telecommunications, the transmission of signals over a distance for a purpose of communication is also very important. It provides business, money and market stability in the world. The telecom sector is one of the leading contributors to Indias flourishing economy. Telecommunication sector opportunities in India assure a transparent, safe and secured ambiance for the telecom market. It includes introduction of internet telephony service and introduction of a number of international long distance service sector. At present telecom sector in India is claimed to be one of the major contributors in Indias flourishing economy. The key to todays flexible global telephone networks is CONSTILLATIONS OF LOW-ORBITTING SATELLITES, this system integrate satellite communication with existing land and cellular networks to provide truly global coverage from a mobile phone. A mobile phone is useless unless it is supported by a network through which communication can be made. So, network is a part and parcel of mobile phone. IRIDIUM was the first system to offer a commercial service. It was conceived and developed by the U.S electronics company MOTOROLA and began operations in 1988, other networks offering a similar service are GLOBAL STAR, VODAFONE, BHARTI AIRTEL, BSNL, RELIANCE.
Aishwarya Institute Of Management Studies & Research, Bangalore
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SNEHA COMMUNICATIONS PVT.LTD
Since there is an up-liftment of
livings of Indians, the mobile
handsets being usefull for communications, they also stand as status symbol, more and more brands with greater number of features have lead to a stiff compitation in the field of mobile handset and network like any other product.
Specific Introduction
As in this project, the study is mainly focusing on customer satisfaction in Bangalore city. With special reference to TATA INDICOM. By keeping this in mind we should know about customers and also about satisfaction firstly. In general terms customer refers to one who is the buyer of a product or service. Today customer is the king of market, in practical customer is the one who causes the success or failure of any business. Satisfaction in general refers to customers attitude or opinion towards a product or service after consuming it. Positive response causes success of a business whereas negative response causes failure of a business. The modern marketing is considered to be Consumer Oriented the main aim of modern business is to satisfy the consumers with quality product and thereby earn profits. Customers behave differently in different situation and the primary function of business is to create and maintain the satisfied customers.
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Operational definition of concept

Buyer behavior is defined as All psychological, social and physical behavior of potential customers as they become aware of evaluate, purchase, consume and tell others about product and service Customers are the assets of all organizations. They are the king in todays corporate world. So, the satisfaction and attitude of the customers is considered as essential for each and every organization. Customer satisfaction is a function of customer expectations from the firm and the actual performance by the firm. Expectation shape Customer perception of product or firms performance. Thus Customer satisfaction = actual performance by the firm Customer expectations Increasing sales and facing tough competition is a major problem faced by many organizations. In this aspect CUSTOMER SATISFACTION plays a very important role. The company that satisfies the customers to the maximum extent will survive for a long time in market. Customer satisfaction in telecommunication will reflect the service delivery process as experienced by customers. The interaction between customers and the delivery system is effected via alternative contact points; each one of them will be investigated for its impact on the overall customer satisfaction i.e. the service delivery system can be
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decomposed into alternative customer contact points that shape customers overall judgement about the organization. Tata is rapidly growing business group based in India with significant international operations. The Tata name is a unique asset representing leadership with trust. Tata teleservices spearheaded in 1996 TATA teleservices was the first to launch CDMA mobile service in India with the AndraPradesh circle. TATA teleservices has established a robust and reliable 3G ready telecom structure that ensures quality in its services. TATA communication is Indias leading international telecom service providers. Today it is part of the TATA group. It started as a successor to the erstwhile while overseas communication services and went on to become the premier provider of international voice and data services.
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CUSTOMER SATISFACTION
Definition:
The degree of satisfaction provided by the goods or services of a company as measured by the number of repeat customers. It can also be defined as, a business term that measures how product and services are supplied by the company meet or surpass customer expectation. Customer satisfaction is the act of just doing enough to be acceptable to customer. It is simply meeting basic expectations. It is a term frequently used in marketing, is a measure of how products and services supplied by company meet or surpass customer expectation. It is defined as the number of customers or percentage of total customers, whose reported experience with the firm, its products or its services exceeds specified satisfaction goals. It is seen as a key performance indicator in the business and is often part of a balanced scorecard. In a competitive market place where business competes for customers, satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. Within the organizations, customer satisfaction rating can have powerful effects. They focus employees on the importance of fulfilling customer expectations. Furthermore when these ratings dip, they warn of problems that can affect sales and profitability. These metrics quantify an important dynamic. When a brand has loyal customers, it gains positive word-ofmouth marketing, which is both free highly effective. Customer satisfaction provides a leading indicator of customer purchase intentions and loyalty, its data is one among the most
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frequently collected indicators of market perceptions. Their principal use is twofold. 1. Within the organizations, collection, analysis and dissemination of these data send message about the importance of tending to customers and ensuing that they have positive experience with the companys goods and services. 2. Although sales or market share can indicate how well a firm is performing currently, satisfaction is an indicator of how likely it is that customers will make future purchases. Much research has been focused on the relationship between customer satisfaction and retention. Studies indicate that the ramification of satisfaction is most strongly realized at the extremes.
Measuring Customer satisfaction:

Organization needs to retain customers while targeting noncustomers. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and / or services to marketplace. It is measured at an individual level, but it is almost always reported at an aggregate level. It can be often measured with various dimensions. A research on consumption experience grows, evidence suggest that consumers purchase goods and services for a combination of two types of benefits: hedonic and utilitarian. Hedonic benefits of products are associated with more instrumental and functional attributes of the products.
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Customer satisfaction is a ambiguous and abstract concept and actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on both physical and physiological variables which correlate with satisfaction behavior of return and recommend rate. The usual measure of customer satisfaction involves a measure of survey with set of statements using a likert technique or scale. The customer is asked to evaluate each statement and in term of their perception and expectation of performance of the organization being measured.
Factors affecting customer satisfaction:

Department wise capability of the supplier. Technological and engineering or re-engineering aspects of products and services. Type and quality of response provided by the supplier. Suppliers capability to commit on deadlines and how efficiently they are met. Customer service provide by the supplier. Cost, quality, performance and efficiency of the products. Suppliers personal facets like etiquettes and friendliness. Suppliers ability to manage whole customer life cycle. Compatibility and hassle free functions and operations.
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INDUSTRY PROFILE
History
Telecom in the real sense means the transfer of information between two distant points in space. The popular meaning of telecom always involves electrical signals and as a result, people often exclude postal or any other rawtelecommunication methods from its meaning. Therefore, the history of Indian telecom can be started with the introduction of telegraph.
Introduction
The Indian postal and telecom sectors saw a slow and uneasy start. In 1850, the first experimental electric telegraph line was started between Kolkata and Diamond Harbour. In 1851, it was opened for the use of the British East India Company. The Posts and Telegraphs department occupied a small corner of the Public Works
Department, at that time. Subsequently, the construction of 4,000 miles (6,400 km) of telegraph lines connecting Kolkata (then Calcutta) and Peshawar in the north along with Agra, Mumbai (then Bombay) through Sindwa Ghats, and Chennai (then Madras) in the started who south, in as well
as Ootacamund and Bangalore was 1853. Dr.William O'Shaughnessy,
November pioneered
the telegraph and telephone in India, belonged to the Public Works Department, and worked towards the development of telecom throughout this period. A separate department was opened in 1854 when telegraph facilities were opened to the public.
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In
1880,
two telephone
companies namely
The Oriental
Telephone Company Ltd. and The Anglo-Indian Telephone Company Ltd. approached the Government of India to establish telephone exchanges in India. The permission was refused on the grounds that the establishment of telephones was a Government monopoly and that the Government itself would undertake the work. In 1881, the Government later reversed its earlier decision and a licence was granted to the Oriental Telephone Company Limited of England for opening telephone the exchanges first formal
at Calcutta, Bombay, Madras and Ahmadabad and
telephone service was established in the country. On the 28th January 1882, Major E. Baring, Member of the Governor General of India's Council declared open the Telephone Exchanges in Calcutta, Bombay and Madras. The exchange in Calcutta named the "Central Exchange", was opened at third floor of the building at 7, Council House Street, with a total of 93 subscribers. Later that year, Bombay also witnessed the opening of a telephone exchange.
Emergence as a Major Player

In 1975, the Department of Telecom (DoT) was separated from [[Indian Post & Telecommunication Department. DoT was responsible for 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. In 1990s the telecom sector was opened up by the Government for private investment as a part of Liberalization-Privatization-Globalization policy.
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Therefore, it became necessary to separate the Government's policy wing from its operations wing. The Government of
India corporatized the operations wing of DoT on 1 October 2000 and named it as Bharat Sanchar Nigam Limited (BSNL). Many private operators, such as Reliance Communications, Tata
Indicom, Vodafone, Loop Mobile, Airtel, Idea etc., successfully entered the high potential Indian telecom market.
Revenue and growth

The total revenue in the telecom service sector was 86,720 crore (US$17.3 billion) in 2005-06 as against
71,674 crore (US$14.3 billion) in 2004-2005, registering a growth of 21%.estimted revenue of FY'2011 is Rs.835 crore (US$ 19 Bn Approx).The total investment in the telecom services sector reached 200,660 crore (US$40 178,831 crore (US$35.7 billion) in 2005-06, the up from previous
billion) in
fiscal. Telecommunication is the lifeline of the rapidly growing Information Technology industry. Internet subscriber base has risen to more than a 121 million in 2011. Out of this 11.47 million were broadband connections. More than a billion people use the Internet globally. Under the Bharat Nirman Programme, the Government of India will ensure that 66,822 revenue villages in the country, which have not yet been provided with a Village Public Telephone (VPT), will be connected. However doubts have been raised about what it would mean for the poor in the country. It is difficult to ascertain fully the employment potential of the telecom sector but the enormity of the opportunities can
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be gauged from the fact that there were 3.7 million Public Call Offices in December 2005 up from 2.3 million in December 2004. The Total Revenue of Indian Telecom Services company is likely to exceed Rs 200000 Cr ( US$ 44 Bn approx) for FY 11-12 based on FY 10-11 nos and latest quarterly results. These are consolidated nos including foreign operation of Bharti Airtel. The major contributions to this revenue are as follows: Bharti Airtel 65,060 Reliance Comm 31,468 Idea Cellular 16,936 Tata Comm 11,931 MTNL 4,380 TTML 2,248 BSNL 32,045 Voda 18,376 TataTeleservice 9,200 Aircel 7,968 SSTL 600 Uninor 660 Loop 560 Stel 60 HFCL 204 Videocon Telecom 254 DB Etisalat/ Allianz 47 Grand Total Rs 201,997 Crs contributed by Sanjay Banka, FCA
SECTORS Telephones
The primary regulator of telecommunications in India is the Telecom Regulatory Authority of India (TRAI). It closely regulates all of the industries mentioned below with the exception of newspapers and the Internet service provider industry. The telecommunications industry in India is dominated by private-sector and two state-run businesses. Most companies were formed by a recent revolution and restructuring launched within a decade, directed by Ministry of Communications and of IT, Department Finance. Since then, of most
Telecommunications and Minister
companies gained 2G, 3G and 4G licenses and engaged fixed-line, mobile and internet business in India. On landlines, intra-circle calls are considered local calls while inter-circle are considered long distance
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calls. Foreign Direct Investment policy which increased the foreign ownership cap from 49% to 74%. Currently Government is working to integrate the whole country in one telecom circle. For long distance calls, the area code prefixed with a zero is dialed first which is then followed by the number (i.e. To call Delhi, 011 would be dialed first followed by the phone number). For international calls, "00" must be dialed first followed by the country code, area code and local phone number. The country code for India is 91. Several international fiber-optic links include those to Japan, South Korea, Hong Kong, Russia, and Germany. Some major telecom operators in India include Airtel, Vodafone, Idea, Aircel, BSNL, MTNL, Reliance Communications, TATA Teleservices, Infotel, MTS, Uninor, TATA DoCoMo, Videocon, Augere, and Tikona Digital. Telephone Subscribers (Wireless and Landline): 914.59 million (October 2011) Land Lines: 33.19 million (October 2011) Cell phones: 881.40 million (October 2011) Monthly Cell phone Addition: 7.79 million (October 2011) Teledensity: 76.03 % (October 2011) Projected Teledensity: 1 billion, 84% of population by 2012
MOBILE TELEPHONES
With a subscriber base of more than 851 million, the Mobile telecommunications system in India is the second largest in the world and it was thrown open to private players in the 1990s. GSM was comfortably maintaining its position as the dominant mobile technology with 80% of the mobile subscriber market, but CDMA seemed to have
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stabilised its market share at 20% for the time being. By March 2010 the country had 584 million mobile subscribers, up from 350 million just 15 months earlier. The mobile market was continuing to expand at an annual rate in excess of 40% coming into 2010. The country is divided into multiple zones, called circles (roughly along state boundaries). Government and several private players run local and long distance telephone services. Competition has caused prices to drop and calls across India are one of the cheapest in the world. The rates are supposed to go down further with new measures to be taken by the Information Ministry. In September 2004, the number of mobile phone connections crossed the number of fixed-line connections and presently dwarfs the wire line segment by a ratio of around 20:1. The mobile subscriber base has grown by a factor of over a hundred and thirty, from 5 million subscribers in 2001 to over 881 million subscribers as of October 2011. India primarily follows the GSM mobile system, in the 900 MHz band. Recent operators also operate in the 1800 MHz band. The dominant players
are Airtel, RelianceInfocomm, Vodafone, Idea cellular and BSNL/MTNL. There are many smaller players, with operations in only a few states. International roaming agreements exist between most operators and many foreign carriers. The government allowed Mobile number portability (MNP) which enables mobile telephone users to retain their mobile telephone numbers when changing from one mobile network operator to another. India is divided into 22 telecom circles.
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FIXED TELEPHONES
Until the New Telecom Policy was announced in 1999, only the Government-owned BSNL and MTNL were allowed to provide land-line phone services through copper wire in India with MTNL operating in Delhi and Mumbai and BSNL servicing all other areas of the country. Due to the rapid growth of the cellular phone industry in India, landlines are facing stiff competition from cellular operators. This has forced land-line service providers to become more efficient and improve their quality of service. Land-line connections are now also available on demand, even in high density urban areas. India has over 35 million main line customers.
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COMPANY PROFILE
History
The company is Indias leading international telecom service provider. It is today part of the Tata group, It started as a successor to the erstwhile oversea communication services, and went on to become the premier provider of international voice and data services. Tata Teleservices Limited (TTSL) (BSE: 532371) is an Indian broadband and telecommunications service provider based in Mumbai, Maharashtra, India. It is a subsidiary of the Tata Group, an Indian conglomerate. It operates under the brand name Tata DoCoMo in various telecom circles of India. In Nov 2008, Japanese telecom giant NTT Docomo picked up a 26 per cent equity stake in Tata Teleservices for about Rs 13,070 crore ($2.7 billion) or an enterprise value of Rs 50,269 crore ($10.38 billion). In Feb 2008, TTSL announced that it would provide CDMA mobile services targeted towards the youth, in association with the Virgin Group on a Franchisee model basis. Tata Teleservices provides mobile services under the following brand names:

Tata Indicom (CDMA & GSM mobile operator) Tata DoCoMo (CDMA & GSM mobile operator, wireless broadband) Virgin Mobile (CDMA & GSM mobile operator) T24 Mobile (GSM mobile operator) Tata Teleservices Limited spearheads the Tata Group's presence
in the telecom sector. The Tata Group includes over 90 companies,

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over 395,000 employees worldwide and more than 3.5 million shareholders. Incorporated in 1996, Tata Teleservices is the pioneer of the CDMA 1x technology platform in India. It has embarked on a growth path since the acquisition of Hughes Tele.com (India) Ltd [renamed Tata Teleservices (Maharashtra) Limited] by the Tata Group in 2002. It launched mobile operations in January 2005 under the brand name Tata Indicom and today enjoys a pan-India presence through existing operations in all of India's 22 telecom Circles. The company is also the market leader in the fixed wireless telephony market. The company's network has been rated as the 'Least Congested' in India for six consecutive quarters by the Telecom Regulatory Authority of India through independent surveys. Tata Teleservices Limited has also become the first Indian private telecom operator to launch 3G services in India under the brand name Tata DOCOMO, with its recent launch in all the nine telecom Circles where it bagged the 3G license. In association with its partner NTT DOCOMO, the Company finds itself favourably positioned to leverage this first-mover advantage. With 3G, Tata DOCOMO stands to redefine the very face of telecoms in India. Tokyo-based NTT DOCOMO is one of the world's leading mobile operatorsin Japan, the company is the clear market leader, used by nearly 55 per cent of the country's mobile phone users. Tata Teleservices Limited also has a significant presence in the GSM space, through its joint venture with NTT DOCOMO of Japan, and offers differentiated products and services under the Tata DOCOMO brand name. Tata DOCOMO arises out of the Tata Group's
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strategic alliance with Japanese telecom major NTT DOCOMO in November 2008. Tata DOCOMO has received a pan-India license to operate GSM telecom servicesand has also been allotted spectrum in 18 telecom Circles. The company has rolled out GSM services in all of these 18 telecom Circles in the quick span of just over a year. Tata DOCOMO marks a significant milestone in the Indian telecom landscape, and has already redefined the very face of telecoms in India, being the first to pioneer the per-second tariff optionpart of its 'Pay for What You Use' pricing paradigm. Tokyo-based NTT DOCOMO is one of the world's leading mobile operatorsin the Japanese market, the company is the clear market leader, used by over 50 per cent of the country's mobile phone users. The Tata Teleservices Limited bouquet comprises four other brands as wellVirgin Mobile, Walky (which is the brand for fixed wireless phones), the Photon family (the company's brand that provides a variety of options for wireless mobile broadband access, and T24. TTSL recently entered into a strategic partnership agreement with Indian retail giant Future Group to offer mobile telephony services under a new brand nameT24on the GSM platform. The exciting new brand was unveiled in February and the company announced the commercial launch of GSM operations under the brand name T24 in June, starting with the city of Hyderabad. It has now launched T24 GSM services in Kolkata, Bhubaneswar, Luck now and Ahmadabad. Today, Tata Teleservices Ltd, along with Tata Teleservices (Maharashtra) Ltd, serves over 85 million customers in more than 450,000 towns and villages across the country, with a bouquet of
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telephony services encompassing Mobile Services, Wireless Desktop Phones, Public Booth Telephony and Wire line Services. In December 2008, Tata Teleservices announced a unique reverse equity swap strategic agreement between its telecom tower subsidiary, Wireless TT Info-Services Limited, and Quippo Telecom Infrastructure Limitedwith the combined entity kicking off operations with 18,000 towers, thereby becoming the largest independent entity in this spaceand with the highest tenancy ratios in the industry. Today, the combined entitywhich has been re-christened as VIOM Networkshas a portfolio of nearly 45,000 towers. TTSL's bouquet of telephony services includes mobile services, wireless desktop phones, public booth telephony, wire line services and enterprise solutions. The group has a formidable presence across the telecom value chain. Tata Teleservices spearheads the groups 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 Telecom (India) Limited [now renamed Tata Teleservices (Maharashtra) Limited] in December 2002, the company swung into an expansion mode. With a total Investment of Rs 19.924 corer, Tata Teleservices has created a pan India presence spread across 20 circles that includes Delhi Andhra Pradesh Maharashtra Rajasthan Chennai Tamil nadu Himachal Pradesh Punjab Gujarat Uttar Pradesh west Bengal Haryana Kerala Jammu Kashmir Mumbai North East Bihar Karnataka Kolkata Madhya Pradesh Orissa
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Today Tata Teleservices Limited, along with Tata Teleservices (Maharashtra) Limited, serves over 85 million customers in more than 450,000 towns and villages across the country, with a bouquet of telephony services encompassing the GSM, CDMA and 3G platforms, offering Mobile Services, Wireless Desktop Phones, Public Booth Telephony and Wire line Data Services across one unified and integrated brand-Tata DOCOMO.
Senior Management
The Board of directors for TTSL includes Tata sons chairman Mr.Ratan N. Tata while the company is currently headed by its Managing Director, Mr. Kishor Chaukar.
Market data
Tata Indicom in March 2008 crossed the 24 million subscribers mark in the wireless category with an overall subscribers base of over 25 million. It has a current subscriber base of 24.3 million and a 9.33% cumulative market share. Tata Indicom continues to register the highest CAGR at 13% in the wireless with a net base of 12.8 million against a starting of 11.8 million (All figures based on March 2008. Figures available on AUSPI website. ) Tata Teleservices also gained the No 2 state in terms of market share in Delhi NCR region with a subscriber base of 3 million. It beat Vodafone to the No 2 spot and positioned itself just behind Airtel in the circle.
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Network
Tata Teleservices operates primarily on the CDMA network CDMA offers a robust and Technologically superior path and ecosystem CDMA has an edge over GSM as it allows more communication to be carried with the some infrastructure solutions work on the CDMA 3G-IX Technology that offer superior voice clarity and congestion free network many existing GSM 2G ( GSM/GPRS) Operators are slowly beginning to switch to WCDMA Technology 25 GSM operators worldwide have deployed CDMA 2000 to deliver 3G value added services. The total tower strength of Tata Indicom is currently at 12,500 towers nationwide which includes 10,000 for TTSL & 2,500 for TTM.
Business Areas
Tata teleservices has always come up with path breaking plane in both the Post-Paid & Pre-Paid category TTSL has also taken a lead in Pioneering value added segment business vertical for the Company.
Branding
Tata Indicom as a brand stands out amongst other Telecom brands in India due to the trustworthiness and dynamic nature of the Tata. Trademark as well as the consumer connect it has created over the years. The Tata Indicom brand is endorsed by bollywood actresses Kajol and Trisha, Cricketers Irfan pathan and sourav Ganguly who embody the Tata Indicom Philosophy and add to its ability to connect with the consumer.
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Tata Indicom has over the Years managed to set itself as part as a telecom brand for Indians masses through its advertising, branding, retail & mass communication Initiatives. Tata Indicoms TV commercial for the Freedom call voucher won many laurels & was highly successful in creating brand recall amongst the consumers. According to a survey by global Market research agency synovate, Tata Indicom, the retail brand to Tata Teleservices Limited, was positioned as numero uno by television viewer in major Indian Metropolitan cities in September 2007. Tata Teleservices strongly belives that the next wave of growth in the telecom industry will be driven by addressing the various segments of the Market through innovation in Marketing , branding and distribution strategy In line with this strategy , Tata Teleservices has recently launched .the virgin Mobile Brand to Teleservices will introduce more segmented brands / products for niche Markets in India.
Rural Telephony
TTSL also maintains a distribution network across villages, wherein people are appointed and trained by TTSL who visit villages on a bicycle or a two-wheeler at defined times on defined days of the week, selling recharge vouchers and servicing equipment; each runner covers between 200 and 300 customers. The company joined hands with Tata Chemicals, Tata Kisaan Sansar network, disseminating information through these centres and using them as local distributors.
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Value Added services

Tata Teleservices, in October 2007 launched Tata Zone, an infotainment portal on Tata Docomo BREW-enabled mobile phones, in Hindi. This service has applications, pricing details, downloads and browsing instructions in Hindi. The rationale behind this was simple: - 66% of all Indians speak Hindi, while less than 5% understand English. Under its VAS bouquet, TTSL offers services such as News, Games, Faith and Prayers, Ringtones, Streaming TV, Fun Shows, Video Zone, Song Download Express, Cricket, Internet Surfing, Astrology, and Mobile Office among others.
Future plans
Tata Indicom will also soon provide m commerce, mobile advertising, Mobil TV and social networking under its VAS offerings.
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MILE STONES OF TATA

1868: Jam seti Nusserianji Tata starts a private trading firm, laying the foundation for Tata group. 1984: First thermal power unit at the Trombay station of the Tata Electric companies is commissioned. Expansion (1990 onwards) 1995: Tata quality Management services institutes the JRDQV Award, modeled ythe Malcolm Baldrige National Quality value awards of
United States laying the foundation of the Tata Business Excellence Model. 1996: Tata teleservices was established. 1998: Tata Indicom Indias first indigenously designed and
manufactured car-is launched by Tata motors. 1999: The new Tata group corporate mark and logo are launched. 2001: Tata AIG- a joint venture between Tata group and American International Group (AIG)-marks the Tata-re-entry into insurance. 2004: Tata Motors listed into the worlds largest bourse, the New York Stock Exchange. 2005: Tata steel acquires Singapore based steel plant NatSteel by subscribing to 100 % equity of its subsidiary, Nat steel Asia. 2006: Tata Sky satellite television service launched across the company. Foundation stone for the Tata Medical Center unveiled in Kolkata.
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2007: Tata steel acquires the Ango-Dutch company Corus, making it the worlds fifth largest steel procedure. TCS inaugurates TCS China a joint venture with the Chinese government and other partner. 2008: Tata Motors unveils Tata Nano, the peoples Car, at the 9th Auto Expo in Delhi. 2009: Tata Motors announces commercial launch of the Tata Nano; Tata Nano draws over 2.03 lakh booking first 100,000 owners of the chosen; deliveries first Nano chosen; delivers first Tata Nano in the country in Mumbai.
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CORPORATE PHILOSOPHY
Tata Group has more than a code of ethics,they have a code of conduct in which a code of ethics is embedded.Since it specifically addresses behavior,this is much stronger and further insures that ethical behavior will take place.I can say without hesitation that, Tata company walks the talk on ethics and integrity. Tata is a rarity in the world of corporations. They have been in existance for more than 100 years due, no doubt to their tenacious focus on ethics from the CEO to line employees. Tata is unique company even for country like India, It has walked away from industries like Bollywood films,known for questionable cash deals. According to Tata Lexion, good governance has to stretch way beyond staying on the right side of the law- and it has to come from faith rather than force. yes, we have code of conduct, but ethical behaviour cannot be enforced by diktats and through written documents, says Kishore Chaukar, GCC member and chair man of Tata Industries. you have the Bible, the Bhagwat Gita, the Koran; they all tell you how to behave. Doesnt help.IPC is clear about what constitutes criminal behaviour, but that hasnt stopped rape and the murders, the felonies and burglaries. An implicit sense of ethical business conduct has been the corner stone of Tata way of corporate governance. Rules and regulations certainly have place in this scheme, but they supplement rather than supplant the traditional values on which the group has been shaped.
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Good
governance has been taken root in and spread to all branches
of the Tata Group. There is nothing amorphous about that. Every employee of the Tata company shall preserve human rights of every individual and shall strive to honor commitments. Every employee shall be responsible for the implementation of compliance with the in his/her professional environment. Failure to adhere to the code could attract the most server consequences including termination of employment.
Mission:
At the Tata group we are committed to improving the quality of life of communities we serve.We do this striving for leadership and global competitiveness in the business sectors in which we operate.Our practice returning to society what we want earn evokes trust among consumers, employees,share holders and community.We are committed to protecting this heritage of leadership with trust through the manner in which we conduct our business.
Vision:
Best in the manner in which we operate, best in the products we deliver,and best in our value system and ethics.
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Awards and reorganization of 2009-10.

TTSL was named the best emerging markets carrier by Telecom Asia and received 8 (eight) awards at the world HRD conference,including 5th best employer in India. The company also received 3 awards at the telecom operator awards 2010 from Tele.net. Best company,CEO of the year,Best quality of service ,and business standard award for Most Innovative Brand of the year.
The Board of Directors of Tata Teleservices limited

Includes Tata sons chairman Mr, Ratan .N Tata managing Director , Mr. Kishor Chaukar.
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COMPANY ORGANIZATION STRUCTURE

Chair Man
Managing Director
President
Executive Vice president
Vice president
National Sales Manager
Area Sales Manager service in charge
Sales & Service Executives Dealers Customers
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DEALERS PROFILE
SNEHA COMMUNICATION, BENGALURU
Sneha communication was started as sole trading shop in the year 2003, it was dealing with Tata Indicom mobiles, sim cards and currencies, gradually, and the business was developed today now it is most popular shop in Bengaluru city. It has extended its business operation to sell the mobile handsets and its accessories it has also a service to its large number of customer. The business was initially started by Mr. Mahesha .A.V. the shop was started in dealing with Tata Indicom mobiles, sim cards a currencies due to the lack of capital in the hands of proprietor he has invested his hard earnings & he expanded his service association with Tata Tele service, Due to hard work a efficient management of Mr. Mahesh A.V lead to the growth of business & profitability of the shop increased to appoint a dealer for their product he has got a dealership of Tata Indicom mobiles sim cards and currencies & also accessories. The shop situated in heart of the City ie., Rajaji nagar & a good business center. Shop is ready to provide any additional capital on short term cash credit basis. OBJECTIVE OF THE CONCERN Earning adequate profit: The firm is aimed at earning the margin of profit, which is sufficient to cover its costs and say in business. Attraction of consumers: The firm tries in every possible way to attract the consumers. For this it makes substantial investments on advertising and sales promotional.
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Price stability: The firm tries in every possible way to fix stable price. Stable price policy helps I attracting the consumer. Facing stability: The firm should formulate its pricing policy in such a way that it faces competition successfully in the market. Banded goods: The firms should provide branded goods of various companies of course in different colors models quality etc , to the consumers. Taxation: the firm aimed at making prompt regular & timely payment of taxes.
Organization structure and staff pattern

Even though the business has been started as single man business generally, more staff member has been appointed to provide better services to a customer, recently the firm has mainly three sections viz, account section, sales section & service section. The accountant who is responsible to maintain the up-to-dated accounts is appointment on part-time basis, who is also acting as a legal adviser of the shop.
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PRODUCT PROFILE
Tata Indicom Intros Handset: December 3rd, 2010: The Indicom Intros Handset was introduced in market 0n 3rd Dec 2010.
Tata Indicom Launches BlackBerry Bold 9650 October 29th, 2010 :
Tata Indicom, the CDMA Mobile service provider, and Research in Motion (RIM) today announced the launch of the BlackBerry Bold 9650, the first combined CDMA-GSM 3G-ready Smartphone in the BlackBerry Bold series.
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Tata Indicom & Fly Mobile Unveils CG588 October 21st, 2010
Tata Indicom and Fly Mobile, the mobile handset brand of UKbased Meridian Group, today announced the launch of new handset FLY CG588 loaded with a full Qwerty keypad, mobile e-mail service and on-the-fly access to social networking sites,etc.
A Simple Color TATA Mobile,No FM, 1 year OLD,Only Mobile and charger,No head phone,NoBox
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RESEARCH DESIGN
Need for the study
The study of customer satisfaction helps to know popularity of TATA Indicom in Bangalore city. Now days a large variety of brands or companies are rushing into the market and competing with one another for consumer preference to retain existing market shares and also to increase their market share. In todays global scenario the telecom sector in the market is growing with rapid speed. The day by day growing expectations of the consumers are making telecom companies to be much more quality oriented. In this aspect this project makes an attempt to know the market share of TATA Indicom as well as customer satisfaction about it. This study helps to know the loop holes of company and where the improvements are to be made, helps to know what attracts customers towards company. On the basis of this study the promotional and marketing technique required can also be identified.
Objectives of the study

The objective of this study are as follows: 1) To find out the overall satisfaction level of the users of the TATA Indicom mobile phone towards the service provided by the Tata Indicom network. 2) To find out as to how the users rate individual components of the service provided by the TATA Indicom network.
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3) To identify the various complaints of the subscribers on various aspects like Clarity Disturbance Call cost Service charge
4) To find out the reason for customer dissatisfaction 5) To know the impact of advertisement 6) Customers attitude towards pricing 7) Lastly to find out the improvements sought by the users of the TATA Indicom mobile phone from the mobile service provider.
Scope of the study

The mobile phone usage is seen as an expression in ones life style but to what extent?. The present study tries to analyze the changing profile of Bangalore customers in the mobile phone market. The mobile phone users are more innovative. The study is more qualitative in nature as it tries to assess customers feeling about TATA Indicom network. How they look at different schemes and services. These questions are basic premises at which the study has been built.
Methodology
Both primary and secondary source of data are used in conducting this project.
Primary Data:
Primary data has been collected from the customers through survey method and they were interviewed personally. The first hand response is
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the basis on which the analysis was carried out. Questionnaires are used face-to-face interviews are carried out.
Secondary data:
Current information regarding the subject of the organization has obtained from the published records, reports of the organization, company profiles, company catalogues, books, internet, magazines, journals, newspapers etc
Sampling: Sampling Technique:

Since the whole universe cannot be surveyed a sample or portion was chosen to conduct the research, the total sample size was 50 respondents consists of men and women of varied professions and income groups including students.
Sampling Unit
The study has been purposely chosen a convenient sampling procedure viz random sampling so that many results to the future too will be obtained with a known and equal probability.
Statistical tool
Many graphs like pie charts, bar diagrams and tables have been depicted to analyze and interpret the data the various statistical techniques were used.
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Techniques of analysis
Survey method: The consumer behaviors survey in the market is necessary to find out the specific type of customer who says Tata Indicom. Observation Analysis: The knowledge of personal characteristics of consumer is necessary to find out who the buyers are and how they think. Experimental method: We should also know why consumers buy the products of Tata Indicom Company and their behavior towards the product or dealers selling the product.
Design of the study:

This project consists of mainly six chapters: 1. The first chapter deals with: a) General Introduction of mobiles and network. b) Specific introduction about TATA Indicom and consumer
satisfaction. 2. The second chapter is about research design covering introduction of topic, objectives, scope methodology, selection of sample, source of data, techniques of analysis, limitations. 3. Third chapter deals with the study on customer satisfaction. An overview of the concept of customer satisfaction. 4. The fourth chapter consists of a) Company profile covering history, vision, mission and objectives, organization structure, milestone awards and reorganization, future programs.
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b) Product profile consisting various products service provided by Tata Indicom. c) Dealers profile covers detail of respective selected dealers. 5. The fifth chapter deals with data analysis and interpretation consisting of tables and various types of graphs, interpretation and interference it also consists of summary of findings recommendations and conclusions about the study. 6. Chapter six consists of findings of the study suggestions recommended and conclusions for the study.
Limitations:
The users of cellular phones are geographically wide spread and hence contacting them was time consuming. Due to constraints of time and resources extensive research couldnt be undertaken therefore the sampling size was restricted to 50 respondents. The survey was undertaken in limited areas like Majestic, Jaynagar and Wilson garden. Some subscribers were very busy so there possibility of bias in the response. Analysis of data obtained from the Questionnaires was done on the assumption that honest and correct information has been given by the respondents. While collecting information answer to all the questions was not secured since some of the respondents were unable to disclose information to a few question because of an unavoidable reason.
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SURVEY ANALYSIS AND INTERPRETATION

INTRODUCTION
Today the customer is the king in the market, and he is the only judge to every product or service that exists in the market. So, Consumer satisfaction is the ultimate motto of the producer and marketer. Consumer tastes and preferences should be taken into consideration before launching any product into the market. It is only through consumer satisfaction the producer and the marketer can improve their sales and profit. The present era is an era of technology and competition. In this current scenario mobile has became a necessary to every person to lead the life and the competition in this field is also very tough. Everyday new Companies are launching networks with new offers and services. So, it becomes necessary to know whether their customers are satisfied with their services or not. This kind of surveys helps to know these things and also helps to know where they need to make changes and improvements. This report gives an analysis of the opinion collected from the customers regarding their satisfaction towards services of TATA Indicom in Bangalore.
Survey Analysis
The total numbers of respondents were. So, to make analysis satisfied tools are applied like percentages, averages, frequency
distribution, the present study also contains tables and graphs.
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5.1 Table Showing Gender Classification of Customers

Sex Male Female Total No. of Respondents 35 15 50 Percentage 70% 30% 100%
5.1Graph showing Gender classification of customer

70% 70 60 50 40 30 20 10 0 Male Female Percentage No.Of.Respondents 30% No.Of.Respondents Percentage
Graph-5.1
Source: Field Survey

From the above table it is clear that out of the 50 surveyed customers 35(70%) belongs to male and 15(30%) belongs to female category.
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5.2 Table Showing Classification of Customers on the basis of occupation

Occupation Profession Employment Business Others Total No. of Respondents 20 10 10 10 50 Percentage 40% 20% 20% 20% 100%
5.2 Graph showing occupation Classification of Customers
Others
10
20
Business
10
20 No.ofespondents Percentage
Employement
10
20
Profession
20
40
10
20
30
40
50
60
70
Graph 5.2

Among the interacted customers 20(40%) were professionals, 10(20%) were employees, 10(20%) were businessmen and other 10(20%) were others, who were students, housewives etc..
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5.3 Table Showing Users of Mobile

Preference Yes No Total No. of Respondents 43 07 50 Percentage 86% 14% 100%
5.3 Graph showing classification of mobile users
No.Of.Respondents
14%
Yes No
86%
Graph-5.3

Above table makes clear that among the respondents majority are users of mobile i.e. 43(86%) only 7(14%) belongs to non users category.
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5.4 a) Table Showing Viewers of Advertisement

Preference Yes No Total No. of Respondents 45 05 50 Percentage 90% 10% 100%
5.4 a) Graph showing classification of Viewers of Advertisement
90% 90 80 70 60 50 40 30 20 10 0 Yes No 5 No.Of.Respondents 10% Percentage 45 No.Of.Respondents Percentage
Graph 5.4 (a)

By analyzing table, 45(90%) respondents have seen the advertisement of TATA Indicom and 5(10%) respondents are not aware of it.
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5.4 b) Table Showing Influenced Media

Media News Papers Television Magazine Signboard Total No. of Respondents 02 30 03 10 45 Percentage 4% 67% 7% 22% 100%
5.4 b) Graph showing classification of Media Influenced

70 60 50 40 30 20 10 0 NewsPapers Television Magzine SignBoard 4% 7% 67%
No.Of.Respondents Percentage 22%
Graph-5.4(b)

Out of surveyed 45 viewers 30 are influenced by television and 10 by signboards, 2 by newspapers and 03 from magazine.
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5.5 Table Showing Classification of Customers on connection

Preference Postpaid Prepaid Total No. of Respondents 07 43 50 Percentage 14% 86% 100%
5.5 Graph showing classification of Customers on connection

90 80 70 60 50 40 30 20 10 0 Postpaid Prepaid 14% No.Of.Respondents Percentage 86%
Graph-5.5

It is clear from the table that most of the respondents were prepaid users i.e. 43(86%) only 7(14%) were the postpaid service.
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5.6 Table Showing Influencing Feature

Feature Attractive Special Offers Outlook Others Total No. of Respondents 02 37 03 08 45 Percentage 4% 74% 6% 16% 100%
5.6 Graph showing classification of Influencing Feature

80 70 60 50 40 30 20 10 0 Attractive Special Offer OutLook Others 4 6 16 No. of Respondents Percentage 74
Graph-5.6

Survey and table made clear that 37 respondents use TATA Indicom because of special offers and 2(6%) for attractiveness 3(6%) for outlook and 8(16%) for others like good customer service and other facilities etc.
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5.7 Table Showing Mode of Payment

Mode Cash Credit Total No. of Respondents 47 03 50 Percentage 94% 06% 100%
5.7 Graph showing classification of Mode of Payment
94 100 80 60 No. of Respondents 40 20 0 Cash Credit 6 Percentage No. of Respondents Percentage
Graph-5.7

The table made clear that maximum number of respondents made cash purchase i.e. 47(94%) Only 3(6%) made their purchase on credit.
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5.8 Table Showing Satisfaction level of Customers

Satisfied Yes No Total No. of Respondents 38 12 50 Percentage 76% 24% 100%
5.8 Graph showing classification of Satisfaction level of Customers
76 80 70 60 50 40 30 20 10 0 Yes No Percentage No. of Respondents 24 No. of Respondents Percentage
Graph-5.8

The survey interpretation made clear that among surveyed 50 customers, 38(76%) were satisfied and 12(24%) were not satisfied.
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5.9 Table Showing Opinion about brand/product

Opinion Excellent Average Good Bad Total No. of Respondents 30 07 13 0 50 Percentage 60% 14% 24% 0% 100%
5.9 Graph showing classification of Opinion about brand/product
60 60 50 40 30 20 10 0 14 2 0 Percentage No. of Respondents No. of Respondents Percentage
Graph-5.9

Out of 50 surveyed, most of them i.e. 30(60%) have given excellent as their opinion for the product and 7(14%) have stated average and 13(26%) as good and none of them had a bad opinion.
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5.10Table Showing Other network option

Network Airtel Vodafone Virgin Idea Total No. of Respondents 23 15 03 09 50 Percentage 46% 30% 6% 18% 100%
5.10 Graph showing classification of Other network option
No. of Respondents
9
Airtel 23 Vodafone Virgin Idea 15
Graph-5.10

The above table shows that among 50 respondents 23(46%) have favorable opinion about Airtel 15(30%) about Vodafone 03(06%) about virgin and 09(18%) towards Idea.
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5.11 Table Showing Expected Improvement

Improvement Network Battery Package Internet access Call rates Total No. of Respondents 07 04 16 23 50 Percentage 14% 08% 32% 46% 100%
5.11 Graph showing classification of Expected Improvement
No. of Respondents
7, 14%
4, 8% 23, 46%
Network Battery Package Internet access Call rates
16, 32%
Graph-5.11

Among the respondents 7(14%) prefer improvements in the network, and 04(08%) prefer battery package and, 16(32%) expect improvement in the internet access and maximum number i.e. 23(46%) expect improvement in call rates.
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5.12 Table Showing Reason for proudness towards Brand

Reason Service Brand image Network Advertisement Total No. of Respondents 34 06 07 03 50 Percentage 68% 12% 14% 06% 100%
5.12 Graph showing classification of Reason for proudness towards Brand
3, 6% 7, 14% Service Brand image 6, 12% 34, 68% Network Advertisement
Graph 5.12

Table made clear that 34(68%) among the surveyed customers are proud to be the brand because of its service and 06(18%) for its image and 07(14%) for its network and 03(06%) for advertisement.
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FINDINGS & SUGGESTIONS

FINDINGS:
The study titled CUSTOMER SATISFACTION OF TATAINDICOM MOBILE USERS was under taken with a view to analyze customer satisfaction for the study the hypothesis was formulated as follows. Satisfying the customers is the only way to survive in the competitive market. Based on hypothesis, books, brouchers of company, journals and manuals the finding for the set objectives are as follows. 1. To find out the overall satisfaction level of the users of Tata Indicom mobile phone towards the service provided by the Tata Indicom network. 2. It was found that about 76% of the respondents were satisfied by the service rendered by the Tata Indicom. Respondents have appreciated the offer of sim cards provided by the Tata Indicom. 3. To find out as to how the users rate the individual components of the Tata Indicom network. Was found the study that about 46.67% of respondents are satisfied with the service of the product and the rest 53.33% were not fully satisfied. 4. To identify the various complaints of subscribes. 5. The study conducted revealed that there were no much complaint regarding clarity and disturbance. But they felt that the call cost is quite high when compared to other networks. 6. To find out the reasons for customers dissatisfaction from the analysis studied it was found that the main reason for dissatisfaction was that the after sales services was given for out sourcing companies who were not prompt enough in rendering services to the customers.
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7. To know the impact of advertisement. The study revealed that majority of them liked the concept of advertisement of Tata Indicom. 8. To find out products they use. 9. To find out the improvements sought by the users of the Tata Indicom Mobile Phone. The study revealed that about 14% of the respondents suggested improving the Network as there is free SMS only from Tata to Tata mobile phones about 28% of them have suggested free sms to other mobile services and with regard to reduction in call charges about 46% of respondents have suggested to reduce the same.
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SUGGESTION
1. It was found that TATA INDICOM Co has not covered all towns in
Karnataka including highways. Suggested that the Tata Indicom network should cover whole Karnataka including all towns, highways, and railways. 2. Price with regard to price many respondents are found satisfactory. But there are few respondents who felt post paid rentals are more when compare to other mobiles. It is suggested to reduce these post paid rates and to be at the par of their competitions. 3. Concept in advertisement when compared to the advertisement of all other mobile phones TATA INDICOM is considered to be outstanding. The objective advertisement is achieved. 4. Majority of respondent got themselves familiar with Tata Indicom through advertisement only. The concept is very attractive.
5. There by it is suggested it would be better that the TATA INDICOM Co.
directly attend to its customer complaints. So that it can maintain its position in the market for a longer time and face any number of competitions.
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CONCLUSION
In the modern business market, there is much competition every manufacturer has to sell their products sufficiently. The customers of modern market are dependent upon the price as well as quality. They want good quality at low price. As per the survey it shows that TATA Indicom is having a good market and having good opinion in the minds of Customers. Today survival is the fittest. So, even TATA Indicom has got good market it should strengthen its small loop holes and drawbacks in various aspects like all rates after sales service etc. If it is done so, then it can stand at the number one position in the market by overtaking all its competitors. The survey and opinion of customers show that TATA Indicom is working towards it.
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BIBLIOGRAPHY
1.Books referred: Organization Behaviour Author: Appannaiah, Reddy and Kavitha Edition: 3rd edition Page No: 103 & 105 Publisher: Himalaya Publisher Year: 2006 2.Books referred:Consumer Behaviour Author:Schiffman Edition: 6th edition Page No:302 -324 Publisher:Tata Mc graw hill Year: 2008
Journals: Business World March 2011 issue

Business Line Feb 2011 issue
Websites:
www.tataindicom.com
www.tatateleservices.com www.wikipedia.com www.snehamahi.co.in
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QUESTIONNAIRE
Dear Sir/Madam,
I am DEEPAK.S, student of final year M.B.A, of Aishwarya Institute of Management Studies & Research, Bangalore. As the part of academic curriculum I have under taken the project work on Customers Satisfaction of TATA Indicom Users please spend your valuable few minutes to fill up the questionnaire. The information will be used for academic purpose only. DEEPAK.S 1. Name: 2. Address: 3. Qualification: 4. Age: a) 14-20 years [ c) 26-35 years [ 5. Sex: a) Male [ ] 6. Occupation: a) Profession [ d) others [ ] ] b) Business [ ] c) Employment [ ] b) Female [ ] ] ] b) 21-25 years [ ] ]
d) above 35 years [
7. Do you use mobile handset? a) Yes [ ] b) No [ ]

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8. Have you seen the advertisement of TATA Indicom? a) Yes [ ] b) No [ ]
If yes through which media a) News Papers [ c) Magazines [ ] ] b) Television [ ] ]
d) Sign Boards [
9. Are you the user of? a) Prepaid [ ] b) Postpaid [ ]
10. What features of the brand made you to select TATA INDICOM? a) Attractive [ ] c) Outlook [ ] b) Special Offers [ ] d) Others [ ]
11. What is the mode of the payment used for the purchase? a) Cash [ ] b) Credit [ ]
12. Are you satisfied with the service of the Tata Indicom? a) Yes [ ] b) No [ ]
13. What is your opinion about TATA Indicom? a) Excellent [ ] b) Good [ ] c) Average [ ] d) Bad [ ]
14. If you migrate to other network, which network would you like to go? a) Airtel [ ] b) Vodafone [ ] c) Virgin [ ] d) Idea [ ]
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15. Which product of the TATA Indicom do you like most? a) Sim Cards [ ] b) Phones [ ]
16. In which aspect of the TATA Indicom do you like to see improvements? a) Network [ ] c) Internet access [ ] b) Battery package [ ] d) Call Rates [ ]
17. What makes you feel proud towards TATA Indicom? a) Service [ ] c) Brand Image [ ] b) Network [ ] d) Advertisement [ ]
18. Your suggestion, to your brand
-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------Thanking You Signature
Date:
Place:
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Customer Satisfaction On Tata Indicom Mobile Users DHEEPAK.S FINAL

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Since there is an up-liftment of

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Value Added services

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MILE STONES OF TATA

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COMPANY ORGANIZATION STRUCTURE

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Area Sales Manager service in charge

Sales & Service Executives Dealers Customers