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  • 1. 1 “CHANGING CONSUMER PROSPECTIVE ON VARIOUS TELECOM SERVICES” Project Report Submitted to Punjab Technical University, jalandhar in partial fulfillment of the requirements for the degree of Masters of Business Administration (2011-13) Internal Guide: Submitted By: NAME OF TEACHER XYZ Uni. Roll No: MBA-2nd Year (4rd Sem.)
  • 2. 2 DECLARATION I hereby declared that the Project report entitled “CHANGING CONSUMER PROSPECTIVE ON VARIOUS TELECOM SERVICES”, submitted by me to college Bhai Gurdas Institute of Engg. & Tech. Sangrur in the partial fulfillment for the award of degree of Master of Business Administration under the guidance of NAME OF TEACHER, is my original work and the conclusions drawn therein are based on the material collected by myself. The Report submitted is my own work and has not been duplicated from any other source. I shall be responsible for any unpleasure situation. XYZ Place: Patiala Date: Signature NAME OF TEACHER BHAI GURDAS ISTITUTE OF ENGG.& TECH.SANGRUR Affiliated to Punjab Technical University
  • 3. 3 ACKNOWLEDGEMENT A successful Project is the result of team work and co-ordination that includes not only the group of developers who put forth the ideas, logic and efforts but also those who guide them. So, at the completion of the project, I feel obliged to extent my gratitude towards all those who made valuable contributions throughout my training period. In addition, I wish to convey deep sense of gratitude towards NAME OF HOD at any time I needed. At the end just as significantly, I would like to express my sincere thanks to NAME OF TEACHER and all the other staff members who have provided me excellent knowledge and support throughout my Post Graduation. I am very much thankful to my parents, brother/sister and friends for their continuous support. XYZ
  • 4. 4 INDEX S.NO CONTENTS PAGE NO. Chapter-1 Introduction 5-10 -Overview 11-13 Chapter-2 Various Telecom Services 14-42 -Airtel -Vodafone -Idea -BSNL Chapter-3 Objectives of study 43-44 Chapter-4 Research Methodology 45-48 Chapter-5 Data Analysis & Interpretation 49-62 Chpater-6 Findings 63-64 Chapter-7 Suggestions 65-66 Chapert-8 Conclusion & Appendices 67-71 Bibliography 72
  • 5. 5 CHAPTER-1 INTRODUCTION
  • 6. 6 INTRODUCTION OF INDIAN TELECOM INDUSTRY India is the world‘s fastest growing industry in the world in terms of number of wireless connections after China, with 811.59 million mobile phone subscribers. According to the world telecommunications industry, India will have 1.200 billion mobile subscribers by 2013. Furthermore, projections by several leading global consultancies indicate that the total number of subscribers in India will exceed the total subscriber count in the China by 2013 Indian telecom sector is more than 165 years old. Telecommunications was first introduced in India in 1851 when the first operational land lines were laid by the government near Kolkata (then Calcutta), although telephone services were formally introduced in India much later in 1881. Further, in 1883, telephone services were merged with the postal system. In 1947, after India attained independence, all foreign telecommunication companies were nationalised to form the Posts, Telephone and Telegraph (PTT), a body that was governed by the Ministry of Communication. The Indian telecom sector was entirely under government ownership until 1984, when the private sector was allowed in telecommunication equipment manufacturing only. The government concretised its earlier efforts towards developing R&D in the sector by setting up an autonomous body – Centre for Development of Telematics (C-DOT) in 1984 to develop state-of-the-art telecommunication technology to meet the growing needs of the Indian telecommunication network. The actual evolution of the industry started after the Government separated the Department of Post and Telegraph in 1985 by setting up the Department of Posts and the Department of Telecommunications (DoT).
  • 7. 7 So how Telecommunication started in India?? Well Postal means of communication was the only mean communication until the year 1850. In 1850 experimental electric telegraph started for first time in India between Calcutta (Kolkata) and Diamond Harbor (southern suburbs of Kolkata, on the banks of the Hooghly River). In 1851, it was opened for the use of the British East India Company. Subsequently construction of telegraph started through out India. A separate department was opened to the public in 1854. Dr.William O‘Shaughnessy, who pioneered the telegraph and telephone in India, belonged to the Public Works Department, and worked towards the development of telecom. Calcutta or the-then Kolkata was chosen as it was the capital of British India. In early1881, Oriental Telephone Company Limited of England opened telephone exchanges at Calcutta (Kolkata), Bombay (Mumbai), Madras (Chennai) and Ahmedabad. On the 28th January 1882 the first formal telephone service was established with a total of 93 subscribers. From the year 1902 India drastically changes from cable telegraph to wireless telegraph, radio telegraph, radio telephone, trunk dialing. Trunk dialing used in India for more than a decade, were system allowed subscribers to dial calls with operator assistance. Later moved to digital microwave, optical fiber, satellite earth station. During British period all major cities and towns in India were linked with telephones.
  • 8. 8 So who was looking after Telecom?? In the year 1975 Department of Telecom (DoT) was responsible for telecom services in entire country after separation from Indian Post & Telecommunication. Decade later Mahanagar Telephone Nigam Limited (MTNL) was chipped 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. In1995 TRAI (Telecom Regulatory Authority of India) was setup. This reduced the interference of Government in deciding tariffs and policy making. The Government of India corporatized the operations wing of DoT in 2000 and renamed Department of Telecom as Bharat Sanchar Nigam Limited (BSNL). In last 10 years many private operator‘s especially foreign investors successfully entered the high potential Indian telecom market. Globally acclaimed operators like Telenor, NTT Docomo, Vodafone, Sistema, SingTel, Maxis, Etisalat invested in India mobile operators. Wireless Communication Pager Services Pager communication successful launched in India in the year 1995. Pagers were looked upon as devices that offered the much needed mobility in communication, especially for businesses. Motorola was a major player with nearly 80 per cent of the market share. The other companies included Mobilink, Pagelink, BPL, Usha Martin telecom and Easy call. Pagers were generally worn on the belt or carried in the pocket. The business peaked in 1998 with the subscriber base reaching nearly 2 million. However, the number dropped to less than 500,000 in 2002. The pager companies in India were soon struggling to maintain their business. While 2-way pagers could have buffered the fall, the pager companies were not in a position to upgrade their infrastructure to improve the ailing market. The Indian Paging Services Association was unable to support the industry.
  • 9. 9 Pager companies in India also offered their services in regional languages also. However, the end had begun already. By 2002, Motorola stops making or servicing pagers. When mobile phones were commercially launched in India, the pager had many advantages to boast. Pagers were smaller, had a longer battery life and were considerably cheaper. However, the mobile phones got better with time and continuously upgraded themselves. Mobile Communication First mobile telephone service on non-commercial basis started in India on 48th Independence Day at country‘s capital Delhi. The first cellular call was made in India on July 31st, 1995 over Modi Telstra‘s MobileNet GSM network of Kolkata. Later mobile telephone services are divided into multiple zones known as circles. Competition has caused prices to drop and calls across India are one of the cheapest in the world. Most of operator follows GSM mobile system operate under 900MHz bandwidth few recent players started operating under 1800MHz bandwidth. CDMA operators operate under 800Mhz band, they are first to introduce EVDO based high speed wireless data services via USB dongle. In spite of this huge growth Indian telecom sector is hit by severe spectrum crunch, corruption by India Govt. officials and financial troubles. In 2008, India entered the 3G arena with the launch of 3G enabled Mobile and Data services by Government owned MTNL and BSNL. Later from November 2010 private operator‘s started to launch their services. Broadband communication After US, Japan, India stands in third largest Internet users of which 40% of Internet used via mobile phones. India ranks one of the lowest provider of broadband speed as compared countries such as Japan, India and Norway. Minimum broadband speed of 256kbit/s but speed above 2Mbits is still in a nascent stage. Year 2007 had been declared as ―Year of Broadband‖ in India. Telco‘s based on ADSL/VDSL in India generally have speeds up to 24Mbit max while those based on newer Optical Fiber
  • 10. 10 technology offer up to 100Mbits in some plans Fiber-optic communication (FTTx). Broadband growth has been plagued by many problems. Complicated tariff structure, metered billing, High charges for right of way, Lack of domestic content, non implementation of Local-loop unbundling have all resulted in hindrance to the growth of broadband. Many experts think future of broadband is on the hands of wireless factor. BWA auction winners are expected to roll out LTE and WiMAX in India in 2012. Next Generation Network (NGN) Next Generation Networks, multiple access networks can connect customers to a core network based on IP technology. These access networks include fiber optics or coaxial cable networks connected to fixed locations or customers connected through Wi-Fi as well as to 3G networks connected to mobile users. As a result, in the future, it would be impossible to identify whether the next generation network is a fixed or mobile network and the wireless access broadband would be used both for fixed and mobile services. It would then be futile to differentiate between fixed and mobile networks both fixed and mobile users will access services through a single core network. Cloud based data services are expected to come. Indian Satellites India has launched more than 50 satellites of various types, since its first attempt in 1975. The organization responsible for Indian satellites is the Indian Space Research Organization (ISRO). Most Satellites have been launched from various vehicles, including American, Russian, European satellite-launch rockets, and the U.S. Space Shuttle. First Indian satellite Aryabhata on 19th April 1975, later Bhaskara, Rohini, INSAT, Edusat, IRS, GSAT, Kalpana, Cartosat, IMS, Chandrayaan, ResourceSat, RiSat, AnuSat, etc. Well guys this is how telecom Industry is growing in India, hope to see India far ahead of other countries in near future.
  • 11. 11 OVERVIEW Most of the telecommunications forms in India are as prevalent or as advanced as those in modern Western countries, and the system includes some of the most sophisticated technology in the world and constitutes a foundation for further development of a modern network. Telecom Regularity Authority of India (TRAI) is the sole authority empowered to take binding decisions on fixation of tariffs for provision of telecommunication services. India has the world's second largest mobile phone users with over 903 million as of January 2012. It has the world's third largest Internet users with over 121 million as of December 2011. India has become the world's most competitive and one of the fastest growing telecom markets. Key developments Telecom Regulatory Authority of India (TRAI) has revealed that the country's mobile subscriber base has increased from 893.84 million in December 2011 to 903.73 million in January 2012 Telecom operators added 9.88 million mobile subscribers in January 2012 The overall tele-density reached 77.57 per cent Broadband subscriber base increased from 13.30 million at the end of December 2011 to 13.42 million at the end of January 2012 Telecom users in rural areas have grown at a faster pace compared to their urban counterparts in the last five years, a CAG report said India added around 20 million subscriptions of the estimated 140 million net additions in mobile subscriptions across the world during the April-June quarter in 2012, said a report by Ericsson The Indian telecom sector is a very capital intensive sector and involves high value investments. Correspondingly, the mobile phone industry is also experiencing a parallel upward surge, and a parallel enhancement in technologies used. With the liberalization of the Indian economy, the telecom sector has become very attractive for mergers and acquisitions latest being SingTel increasing its stake in Bharti telecom.
  • 12. 12 Employment Opportunities According to analysts, the sector would generate employment opportunities for about 10 million people – direct employment for 2.8 million people and indirect employment for about 7 million. The total revenue of the Indian telecom sector grew by 7% to 283,207crore ($ 56.5 billion) in 2011, while revenues from telecom equipment segment stood at 117,039 crore ($ 23.35 billion). Energy saving initiatives With an ambition to be diesel free by 2020, telecom companies are retrofitting their towers every year. Many telecom tower companies currently use renewable energy sources such as solar, biogas and wind besides hydroelectric power, for individual towers. Bharti Airtel, one of the largest telecom service providers in India, has been testing and implementing various energy saving options for the last two-three years. Additionally, the e-bill initiative is estimated to save as many as 24,000 trees a year. Value addition by VAS Some of the recent developments in this area are M-Commerce, focus on localization, availability of content in vernacular languages and availability of mobile TV. The expected revenue from VAS will be around $4 billion by 2015. Growth Drivers Two major factors responsible for the growth of telecommunications industry are use of modern technology and market competition. The growth of Indian telecommunication sector is highly driven by supportive government policies, emerging new technologies and changing consumer behavior. Drastically reduced call rates and mind-blowing technologies like 3G, Android and advent of innovative products like iPhone, Galaxy tab, it is natural to expect further developments in this space in the coming years. Undoubtedly, smartphones are going to rule the future handset market and is forecasted to achieve a shipment of 77.5 million by 2015 in the Indian market.
  • 13. 13 Challenges ahead The metro cities and the urban markets are quite saturated in terms of tele-density and thus, leaving very little scope in terms of new customer acquisition. Lack of proper telecom infrastructure, power shortage and lack of trained manpower are some of the challenges which telecom companies have to cope with. To conclude Telecom Industry in India is out of its nascent stage and the government together with the private sector initiatives is on the path of making India the electronics manufacturing hub of the world. 10 years ago subscribers were made to pay for an incoming call; today they have the liberty to pay for per second of their usage. We, definitely, have come a long way!
  • 14. 14 CHAPTER-2 VARIOUS TELECOM SERVICES
  • 15. 15 VARIOUS TELECOM SERVICES PROVIDORS AND THEIR FUNCTIONS Bharti Airtel Limited, commonly known as Airtel, is an Indian multinational telecommunications services company headquartered at New Delhi, India. It operates in 20 countries across South Asia, Africa and the Channel Islands. Airtel has GSM network in all countries in which it operates, providing 2G, 3G and 4G services depending upon the country of operation. Airtel is the world's third largest mobile telecommunications company with over 261 million subscribers across 20 countries as of August 2012. It is the largest cellular service provider in India, with 183.61 million subscribers as of November 2012. Airtel is the third largest in-country mobile operator by subscriber base, behind China Mobile and China Unicom. Airtel is the largest provider of mobile telephony and second largest provider of fixed telephony in India, and is also a provider of broadband and subscription television services. It offers its telecom services under the airtel brand, and is headed by Sunil Bharti Mittal. Bharti Airtel is the first Indian telecom service provider to achieve Cisco Gold Certification. It also acts as a carrier for national and international long distance communication services. The company has a submarine cable landing station at Chennai, which connects the submarine cable connecting Chennai and Singapore. On 26 February 2013, Airtel announced that it had deployed Ericsson‘s Mobile Broadband Charging (MBC) solution and completely modernized its prepaid services for its subscribers in India. As a part of the deal, Ericsson‘s multi service MBC suite allows prepaid customers to have personalized profile based data charging plans. Prepaid customers will be able to customize their data plans across mobility, fixed line and broadband by cross bundling across multiple domains (2G, 3G, 4G/LTE & Wi-Fi). It will also offer flexible multi service charging in geographical redundant mode, making Airtel the first operator to implement geographical redundancy at such a large scale.
  • 16. 16 Corporate Structure Airtel's initial corporate structure concentrated on the hierarchy of the operations inside the company as a whole. The structure depicted the corresponding operation/region of different in- charges and it didn't hold anyone responsible for each of its services. So, the company found it better to restructure its corporate hierarchy. The transformed organisational structure has two distinct Customer Business Units (CBU) with clear focus on B2C (Business to Customer) and B2B (Business to Business) segments. Bharti Airtel's B2C business unit will comprehensively service the retail consumers, homes and small offices, by combining the erstwhile business units - Mobile, Telemedia, Digital TV, and other emerging businesses (like M-commerce, M-health, M-advertising etc.). The B2C organization will consist of Consumer Business and Market Operations.The organisation have changed the style of the company as the company do nat have any brand logo till the time. MOBILE SERVICES Airtel operates in all telecom circles of India. Its network is present in 5,121 census towns and 457,053 non-census towns and villages, covering approximately 86.6% of the country‘s population as of September 2012. Airtel is the 6th most valued brand according to an annual survey conducted by Brand Finance and The Economic Times in 2010. 3G On 18 May 2010, the 3G spectrum auction was completed and Airtel paid the Indian government 122.95 billion (US$2.3 billion) for spectrum in 13 circles, the most amount spent by an operator in that auction. Airtel won 3G licences in 13 telecom circles of India: Delhi, Mumbai, Andhra Pradesh, Karnataka,Tamil Nadu, Uttar Pradesh (East), Rajasthan, West Bengal, Himachal Pradesh, Bihar, Assam, North East, and Jammu & Kashmir. Airtel also operates 3G services in Maharastra & Goa and Kolkata circles through an agreement with Vodafone and in Gujarat through an agreement with Idea. This gives Airtel a 3G presence in 15 out of 22 circles in India.
  • 17. 17 On 20 September 2010, Bharti Airtel said that it had given contracts to Ericsson India, Nokia Siemens Networks (NSN) and Huawei Technologies to set up infrastructure for providing 3G services in the country. These vendors would plan, design, deploy and maintain 3G–HSPA (third generation, high speed packet access) networks in 13 telecom circles where the company had won 3G licences. While Airtel awarded network contracts for seven 3G circles to Ericsson India, NSN would manage networks in three circles. Chinese telecom equipment vendor Huawei Technologies was introduced as the third partner for three circles. On 24 January 2011, Airtel launched 3G services in Bangalore, Karnataka — its largest circle by revenue. With this launch, Airtel became the third private operator (fifth overall) to launch its 3G services in the country following Tata Docomo and Reliance Communications. On 27 January 2011, Airtel launched 3G in Chennai and Coimbatore in Tamil Nadu. On 27 July 2011, 3G services were launched in Kerala's 3 largest cities - Kochi, Kozhikode and Thiruvananthapuram. Airtel 3G services are available in 200 cities through its network and in 500 cities through intra- circle roaming arrangements with other operators. Airtel had about 5.4 million 3G customers of which 4 million are 3G data customers as of September 2012. 4G On 19 May 2010, the broadband wireless access (BWA) or 4G spectrum auction in India ended. Airtel paid 33.1436 billion (US$610 million) for spectrum in 4 circles: Maharashtra, Karnataka, Punjab and Kolkata. The company was allocated 20 MHz of BWA spectrum in 2.3 GHz frequency band. Airtel's TD-LTE network is built and operated by ZTE in Kolkata, Huawei in Karnataka, ZTE in Punjab and Nokia Siemens Networks in Maharashtra. On 10 April 2012, Airtel launched 4G services using TD-LTE technology in Kolkata, becoming the first company in India to offer 4G services. The Kolkata launch was followed by launches in Bangalore (7 May 2012), Pune (18 October 2012) and Chandigarh (25 March 2013). Airtel plans to provide voice services for its TD-LTE subscribers through its existing GSM network, which would make it the only operator in India to combine voice with TD-LTE services through GSM network. Airtel selected Nokia Siemens Networks to deploy its Circuit Switched FallBack (CSFB) voice solution in Airtel‘s TD-LTE network in Pune. With CSFB, the network
  • 18. 18 can transfer customers to GSM platform to make and receive voice calls while retaining the TD- LTE network for data services. On 24 May 2012, Airtel announced an agreement to acquire a 49% stake in Qualcomm Asia Pacific (India). Qualcomm holds 4G spectrum and licenses in Delhi, Haryana, Kerala and Mumbai. As per the agreement, by the end of 2014, Airtel will assume full ownership and financial responsibility for 4G operations in these 4 circles. Airtel had 3180 4G subscribers as of May 2012. WiFi Airtel has plans to launch WiFi services in India. It intends to start offering WiFi services in Delhi NCR, Mumbai and Bangalore in initial phase. All plans will be on secure wireless broadband internet with unlimited usage and will be session or time based. Users can use the service by finding a hotspot, selecting 'airtel WiFi Zone', activating the voucher and then login to start browsing. Airtel intends to partner with establishments to set up hotspots which will be termed WiFi Hangout for an establishment owner and WiFi Partner for the cafe and restaurant owners. Airtel WiFi Partners can offer services at zero investments and can earn commission on every WiFi session sold. Airtel Money Airtel has started a new mCommerce platform called Airtel Money in collaboration with Infosys and SmartTrust (now Giesecke & Devrient). The platform was launched on April 5, 2012, at Infosys' headquarters in Bangalore. Using Airtel Money, users can transfer money, pay bills and perform other financial transactions directly on the mobile phone. SmartDrive SmartDrive is navigation app exclusive to Airtel customers. The app features voice-based turn by turn navigation, real time information update on traffic, approximate time of the travel on the
  • 19. 19 basis of the traffic situation on the various routes and also lets users see their location on the map and plan the journey accordingly. It also suggests the subscriber an alternate route in case of traffic congestion on the normal route. According to Airtel, SmartDrive calculates the traffic on the basis of the number of GPS devices used on a particular road, their average speed, as well as historical trends of traffic on that route. SmartDrive also allows users to search for points of interest like restaurants, theatres and shopping malls. The app also allows users to keep a record of all trips they make when using voice navigation for later reference through the 'Trip Recorder' feature, Wikipedia information of places for which information is available and the ability to add frequently visited locations to favorites, in addition to weather information about the place. Airtel will offer navigation at 10 per day or 99 per month. Live traffic will be cost 3 per day or 49 per month. Search and map viewer are available for free. The costs do not include data charges. Airtel states in SmartDrive's FAQ that data is only used when the user performs searches or calculates routes. The app is developed by Wisepilot, a mobile navigation solutions provider and uses Navteq Maps for location and traffic info. It was launched on 12 September 2012. At the time of launch, it was available only in Bangalore, Mumbai and NCR. Services are currently available in Chennai. Service will be expanded to Pune and Hyderabad by December 2012. Network Experience Centre Airtel has a Network Experience Centre (NEC) which observes end to end customer experience, in near real time, along with the standard network elements on Airtel's operations. The NEC is located in Manesar, Haryana and went live on 31 October 2012. It is the first such facility in India and will be able to monitor Airtel's network performance across mobile, fixed line, broadband, DTH, M-Commerce, enterprise services, International Cable Systems and internet peering points from a single location. It will monitor all Airtel and partner NOCs. In case of an emergency, the NEC will enable the operator to prioritize actions to restore normalcy and reduce resolution time. The NEC houses a video wall with 3600 square feet of solid state LED screen to monitor Airtel's telecom network. This is the world's biggest video wall for a telecom operator. Each cube in this
  • 20. 20 wall is 1.6mx1.2 m and there are 175 cubes arranged in a 25x7 matrix. The clear span of the roof is 49 m x 18 m and the beams, which are fireproof and about 8 feet deep, have been specially designed to hold the structure without columns. The NEC was designed specifically to be used as a command center in case of national emergencies and natural catastrophes. The facility is earthquake proof and also provides for a single control of command and a fully redundant technology layout. iPhone The iPhone 3G was rolled out in India in 2008 by Airtel. However, high prices and contract bonds discouraged consumers and it was not as successful as the iPhone is in other markets of the world. Airtel introduced the iPhone 4 on 27 May 2011 and the iPhone 5 on 2 November 2012. OUR VISION ―To provide global telecom services and delight customers.‖ OUR MISSION We will meet the mobile communication needs of our customers through: Error-free service delivery Innovative products and services Cost efficiency Unified messaging solutions
  • 21. 21 Vodafone Group Plc is a British multinational telecommunications company headquartered in London and with its registered office in Newbury, Berkshire. It is the world's second-largest mobile telecommunications company measured by both subscribers and 2011 revenues (in each case behind China Mobile), and had 439 million subscribers as of December 2011. Vodafone owns and operates networks in over 30 countries and has partner networks in over 40 additional countries. Its Vodafone Global Enterprise division provides telecommunications and IT services to corporate clients in over 65 countries. Vodafone also owns 45% of Verizon Wireless, the largest mobile telecommunications company in the United States measured by subscribers. Vodafone has a primary listing on the London Stock Exchange and is a constituent of the FTSE 100 Index. It had a market capitalisation of approximately £89.1 billion as of 6 July 2012, the third-largest of any company listed on the London Stock Exchange. It has a secondary listing on NASDAQ. The name Vodafone comes from Voice data fone, chosen by the company to "reflect the provision of voice and data services over mobile phones". Vodafone is a national cellular in India. It covers most of India. Now orange has been renamed as Vodafone with a red background instead of the previous orange color. It offers both prepaid and postpaid GSM cellular phone coverage throughout India and is especially strong in the major metros. It is often praised for its award winning advertisements which follow a non cluttered approach.
  • 22. 22 KEY INVESTMENT HIGHLIGHTS Unique spread of telecom operations in dynamic markets Consistent track record of creating value Management strength and depth Leading market positions Strong growth momentum STRATEGY Invest in emerging markets with; Low mobile penetration Sizeable population base Stable political and regulatory environment and Economic development Build superior mobile operations Product innovation Branding Customer service Leverage the group resources Maximize return
  • 23. 23 OUR VISION To become a global mobile leader in terms of profit, customers and value, making mobile networks the "nervous system" of the networked economy spanning three major developed markets (Europe, US and Japan). OUR MISSION We will be the communications leader in an increasingly connected world. We value our customers above everything else and aspire to make their lives richer, more fulfilled andand more connected. We must always listen and respond to each of our customers. We will strive to delight our customers, anticipating their needs and delivering.
  • 24. 24 IDEA Cellular is a publicly listed company, having listed on BSE & NSE in March 2007. It is the 3rd largest mobile services operator in India with wireless revenue market share at 15 % in Q1 FY 2013, and subscriber base of over 117 million. Idea has consistently stayed ahead of the industry in VLR reporting, and has the 3rd highest base of active subscribers. Idea is a pan-India integrated GSM operator and has its own NLD and ILD operations, and ISP license. With traffic in excess of a billion minutes a day, Idea ranks among the Top 10 country operators in the world. Idea operates across all 22 service areas with 2G services and 3G services spread in over 3,000 towns and 10,000 villages. Idea has a network of over 97,000 2G and 3G cell sites covering the entire length and breadth of the country. Idea has nearly 4,000 Service Centres servicing Idea subscribers across the country, including over 650 special Experience Zones for 3G promotion. Idea‘s service delivery platform is ISO 9001:2008 certified, making it the only operator in the country to have this standard certification for all 22 service areas and the corporate office. Idea‘s thought leadership on Mobile Number Portability (MNP) has enabled it to stay as the top gainer with highest net gain, with over 3.7 million mobile users preferring Idea network. Idea‘s strong growth in the Indian telephony market comes from its deep penetration in non- urban & rural markets. It has the highest share of rural subscribers as a percentage of total subscribers, amongst other GSM players. In fact, 2 out of every 3 new Idea subscribers come from rural/ semi-urban India. Idea won the ‗Best Brand Campaign‘ at the esteemed World Communication Awards 2011. It also recently won 3 Awards at the ET Telecom Awards 2012, in the following categories Customer Experience Enhancement, Excellence in Marketing and Innovative products, respectively.
  • 25. 25 It is also the winner of ‗The Emerging Company of the Year Award‘ at The Economic Times Corporate Excellence Awards 2009. IDEA Cellular also received the prestigious Avaya GlobalConnect Award for being the ‗Most Customer Responsive Company‘ in the Telecom sector in the year 2010. The company has received several other national and international recognitions for its path-breaking innovations in mobile telephony products & services. It won the GSM Association Award for ‗Best Billing and Customer Care Solution‘ for 2 consecutive years. It was awarded ‗Mobile Operator of the Year Award – India‘ for 2007 and 2008 at the Annual Asian Mobile News Awards. IDEA Cellular is an Aditya Birla Group Company, India‘s first truly multinational corporation. The group operates in 33 countries, and is anchored by more than 132,000 employees belonging to 42 nationalities. IDEA BRAND MISSION The India footprint Idea Anywhere connectivity-bringing India closer. The Technology Advantage Idea Tomorrow‘s technology to enrich today. The customer Focus Idea Make a single interaction a lasting relationship. The Employee Focus Idea Nurture the roots that nurture our ideas.
  • 26. 26 IDEA SERVICES 3G On 19 May 2010, the 3G spectrum auction in India ended. Idea paid 5768.59 crores for spectrum in 11 circles. The circles it will provide 3G in are Andhra Pradesh, Gujarat, Haryana, Himachal Pradesh, Jammu & Kashmir, Kerala, Madhya Pradesh, Maharashtra & Goa, Punjab, Uttar Pradesh (East) and Uttar Pradesh (West). On 28 March 2011, Idea launched 3G services in Gujarat, Himachal Pradesh and Madhya Pradesh. The launch cities were Ahmedabad, Shimla and Indore. This makes Idea the sixth private operator (eighth overall) to launch its 3G services in the country following Tata Docomo, Reliance Communications, Airtel, Aircel and Vodafone. Idea currently supports up to 21.1 Mbit/s over 2G speeds of 256 kbit/s. However, different handsets support different speeds, from 384 kbit/s, 3.6 Mbit/s, 7.2 Mbit/s or 21.1 Mbit/s. Speeds also depend on the 3G plan/recharge that users opt for. The operator announced that IDEA 3G services will be available in 200 towns of 11 3G circles by mid-April 2011, progressively growing at the rate of ten towns per day to cover 750 towns by mid-2011 and 4000 towns by the end of 2012. Idea cellular has announced a cut of 70% in the tariff of its 3G services. On 23 November 2011 Idea Cellular launched two affordable 3G handsets in India: Idea 3G Smartphone Blade priced at 7,992 and Idea 3G Smartphone priced at 5,850. Both handsets are based on Android 2.2 Froyo. Idea has also launched a Dual-SIM Android smartphone in India on June 15, 2012 named as Idea ID-918 at a price point of Rs.5,994 ($108 approx.) It features Android v2.3 OS, 3.2-inch capacitive touchscreen, 3G, Wi-Fi and 3.2 MP rear facing camera. On 5 March 2013 Idea launched another 3G smartphone called Idea Zeal 3G which is a Dual SIM phone with 3 Megapixel camera.
  • 27. 27 Pan India 3G Coverage Airtel, Vodafone and Idea have begun collaborating to provide 3G coverage to their customers pan India. The agreement aims to provides for these companies to offer 3G services to their customers in circles where they have not won any spectrum. It is expected that the 3 companies will be able to provide 3G services in all circles in India except Orissa where the three have not won any spectrum. 3G Coverage Idea‘s 3G service is currently available in the following cities in 14 telecom circles. 1. Andhra Pradesh 2. Gujarat 3. Haryana 4. Himachal Pradesh 5. Madhya Pradesh 6. Chhattisgarh 7. Maharashtra 8. Goa 9. Kerala 10. Delhi 11. Kolkata 12. Kanpur 13. Uttar Pradesh (East) 14. Uttar Pradesh (West) Customer service The company has its retail outlets under the "My Idea" banner. The company has also been the first to offer flexible tariff plans for prepaid customers. It also offers GPRS services in urban areas.
  • 28. 28 Idea Cellular won the GSM Association Award for "Best Billing and Customer Care Solution" for 2 consecutive years. IDEA Cellular has been recognized as the 'Most Customer Responsive Company' in the Telecom sector, at the prestigious Avaya GlobalConnect Customer Responsiveness Awards 2010. COMPETITORS Idea competes with 14 other mobile operators throughout India. They are Aircel, Airtel, BSNL, Loop Mobile, MTNL, MTS, Ping Mobile, Reliance Communications, S Tel, Tata DoCoMo, Tata Indicom, Uninor, Videocon, Virgin Mobile and Vodafone.
  • 29. 29 Bharat Sanchar Nigam Limited (abbreviated BSNL) is an Indian state-owned telecommunications company headquartered in New Delhi, India. It is the largest provider of fixed telephony and fourth largest mobile telephony provider in India, and is also a provider of broadband services. However, in recent years the company's revenue and market share plunged into heavy losses due to intense competition in Indian telecommunications sector. BSNL is India's oldest and largest communication service provider (CSP). It had a customer base of 95 million as of June 2011. It has footprints throughout India except for the metropolitan cities of Mumbai and New Delhi, which are managed by Mahanagar Telephone Nigam (MTNL). SERVICES BSNL provides almost every telecom service in India. Following are the main telecom services provided by BSNL: Universal Telecom Services : Fixed wire line services and landline in local loop (WLL) using CDMA Technology called bfone and Tarang respectively. As of 30 June 2010, BSNL had 75% market share of fixed lines. Cellular Mobile Telephone Services: BSNL is major provider of Cellular Mobile Telephone services using GSM platform under the brand name CellOne & Excel (BSNL Mobile). As of 30 June 2010 BSNL has 13.50% share of mobile telephony in the country. WLL-CDMA Telephone Services: BSNL's WLL (Wireless in Local Loop)service is a service giving both fixed line telephony & Mobile telephony. Internet: BSNL provides Internet access services through dial-up connection (as Sancharnet through 2009) as Prepaid, NetOne as Postpaid and ADSL broadband as
  • 30. 30 BSNL Broadband BSNL held 55.76% of the market share with reported subscriber base of 9.19 million Internet subscribers with 7.79% of growth at the end of March 2010. Top 12 Dial-up Service providers, based on the subscriber base, It Also Provides Online Games via its Games on Demand (GOD) Intelligent Network (IN): BSNL offers value-added services, such as Free Phone Service (FPH), India Telephone Card (Prepaid card), Account Card Calling (ACC), Virtual Private Network (VPN), Tele-voting, Premium Rae Service (PRM), Universal Access Number (UAN). 3G:BSNL offers the '3G' or the'3rd Generation' services which includes facilities like video calling, mobile broadband, live TV, 3G Video portal, streaming services like online full length movies and video on demand etc. IPTV:BSNL also offers the 'Internet Protocol Television' facility which enables watch television through internet. FTTH:Fibre To The Home facility that offers a higher bandwidth for data transfer. This idea was proposed on post-December 2009 Helpdesk: BSNL's Helpdesk (Helpdesk) provide help desk support to their customers for their services. VVoIP: BSNL, along with Sai Infosystem - an Information and Communication Technologies (ICTs) provider - has launched Voice and Video Over Internet Protocol (VVoIP). This will allow to make audio as well as video calls to any landline, mobile, or IP phone anywhere in the world, provided that the requisite video phone equipment is available at both ends. WiMax: BSNL has introduced India's first 4th Generation High-Speed Wireless Broadband Access Technology with the minimum speed of 256kbit/s. The focus of this service is mainly rural customer where the wired broadband facility is not available.
  • 31. 31 BSNL - MTNL MERGER PLANS On 23 February 2011, The Department of Telecommunications (DoT) said it wanted to revive a proposal for the merger of state-owned operators BSNL and MTNL. In its draft plan, the department while showing concern over the deteriorating performance of BSNL and MTNL said that BSNL and MTNL should be merged as they have complimentary operations and can combine their strengths for synergies. DoT said the government should set up a multi- stakeholder committee to develop a restructuring plan for both firms. The committee should have members from public enterprises, the DoT, department of IT and ministry of finance. However, the BSNL's staff unions are opposing this merger tooth and nail realising that MTNL is in dire state and need help of its big brother, BSNL, to alleviate itself from getting into red balance sheet. MTNL in spite of having its operations in two big metro cities viz. New Delhi & Mumbai is realising cascading fall in revenue and profits for the past 10 successive years. The telecommunication operators should focus on enterprise business, services to government and the public sector, value-added services and technologies like 3G, the department recommends. 3G While it did not participate in the 3G auction, BSNL paid the Indian government Rs. 101.87 billion for 3G spectrum in all 20 circles it operates in. State-owned MTNL provides 3G services in the other 2 circles - Delhi and Mumbai. Both these state-owned operators were given a head start by the government in the 3G space by allotting the required 3G spectrum, on the condition that each will have to pay an amount which will be equivalent to the highest bid in the respective service areas as and when the 3G auctions take place. BSNL recently launched a 3G wireless pocket router named Winknet Mf50 for 5800/- Indian rupees. It was released in collaboration with another telecom service provider Shyam networks. Winknet Mf50 enables you to connect multiple devices to the internet using a single sim card. COMPETITORS BSNL competes with 14 other mobile operators throughout India. They are Aircel, Airtel, Idea, Loop Mobile, MTNL, MTS, Reliance Communications, Tata DoCoMo, Uninor, Videocon, Virgin Mobile and Vodafone.
  • 32. 32 QUALITY OF SERVICE BSNL goes by the motto "Connecting India, faster" and displays the same at their homepage. The service quality of BSNL Customer service has been severely criticized as very poor. The mobile services provided by BSNL in almost every part of the country were and still are criticized for network outages and frequent call drops. Despite the criticism there is very negligible or no amount of work being carried out by the authorities to improve the performance and quality of the network. BSNL claims to offer seamless coverage in almost all forests of India in collaboration with state forest department. OUR VISION To become the largest telecom Service Provider in South east Asia. OUR MISSION I. To provide world class State-of-art technology telecom services on demand at affordable price. II. To provide world class telecom infrastructure to develop country‘s economy.
  • 33. 33 TELECOM SECTOR UPDATE (INDIA) Telecom circle Wireline subscriber base in million(May 2012) Wireless subscriber base in million(May 2012) Teledensity (May 2012) Andhra Pradesh 2.33 66.6 80.46 Assam 0.20 14.6 47.7 Bihar & Jharkhand 0.56 62.97 48.37 Delhi 2.9 42.95 239.91 Gujarat & Daman & Diu 1.82 54.32 92.56 Haryana 0.59 23.00 90.86 Himachal Pradesh 0.30 7.41 112.29 Jammu and Kashmir 0.20 6.57 56.92 Karnataka 2.48 56.63 98.22 Kerala & Lakshadweep 3.18 34.51 107.85 Kolkata 1.18 25.25 Not available* Madhya Pradesh & Chhattisgarh 1.13 53.30 55.38 Maharashtra & Goa (excluding Mumbai ) 2.64 71.00 96.71 * Mumbai* 3.0 35.93 Not available * North East ^** 0.25 8.76 64.74 Orissa 0.40 26.27 64.73 Punjab 1.44 31.17 110.22 Rajastan 1.14 49.52 73.26 Tamil Nadu(including Chennai since 2005) 3.16 78.96 118.29 Uttar Pradesh(East) 1.20 77.74 62.65(Combined)* Uttar Pradesh(West) & Uttarakhand 0.79 55.12 62.65(Combined)*
  • 34. 34 Telecom circle Wireline subscriber base in million(May 2012) Wireless subscriber base in million(May 2012) Teledensity (May 2012) West Bengal(excluding Kolkata)*** 0.62 46.79 80.56 * Population statistics are available state-wise only. North east circle includes Arunachal Pradesh, Manipur, Meghalaya, Mizoram, Nagaland, & Tripura West Bengal circle includes Andaman- Nicobar and Sikkim.
  • 35. 35 DoT proposes three revenue-sharing for ADC NEW DELHI: The Department of Telecom is understood to have proposed three models for switching to the revenue share-based Access Deficit Charge, which includes a higher revenue share on International Long Distance calls. As per DoT's draft ADC note, three models which should be looked at are a plain model with a higher percentage of revenue share on all calls -- local, STD and ILD; fixing a certain amount of revenue share on calls; and giving ILD operators the option of negotiating settlement rates with their global partner carriers for call termination. The proposal for a higher revenue share on ILD calls and normal revenue share on other calls has been included so as to reduce impact on the local calls. The ADC component on incoming ISD calls accounts for nearly Rs 2,000 crore of the total Rs 5,000 crore. Considering that ADC has a bearing on long distance call tariffs, TRAI would be empowered to decide on the amount (of tariffs) and the amount of revenue-share but the directive has to be from DoT, it said. This move might further reduce call tariffs and serve as a major incentive to telecom operators. DoT will announce the new regime under which the levy (ADC), paid by private operators to state-owned BSNL to meet social obligations like rural telephony, would be calculated on the basis of revenue of a service provider shortly. The move is expected to bring down tariffs, mainly of long distance calls. The ADC is a charge paid by operators to BSNL, primarily to compensate the PSUs operations in un-remunerative rural markets. Usually, telecom companies pass on the full benefits of such cost reductions. In the case of the ADC, they will be under pressure to do so since the entire levy is borne by the consumer.
  • 36. 36 TRAI to investigate lifetime offers TRAI (Telecom Regulatory Authority of India) seems determined to stem the rising tide of euphoria over lifetime validity offers made by various cellular service providers. The regulator has announced that it will investigate the viability of the different lifetime validity options, which have been introduced of late. A TRAI official said that they would look into all aspects of these schemes, and might take action if required and that TRAI would submit its report on the matter soon. Recently there's been a spate of lifetime offers, with cellular operators seemingly in a mad rush to provide lifetime validity pre-paid cards, with a one-time entry fee. The trend-setter happened to be Sunil Mittal-owned Bharti Televentures which introduced a lifetime offer with one-time payment of Rs 999. Soon Hutch, Reliance Infocomm, Idea Cellular, Spice and even state-run behemoths - MTNL and BSNL, followed suit. Apparently, none wanted to be left out in the cold. Idea cellular even went a step further, by offering lifetime services in both the pre-paid and post-paid segments. The extended validity plan is the brain-child of Tata Teleservices which had earlier offered a two-year validity on its pre-paid card. However, at the time the move was strongly opposed by the Cellular Operators' Association of India (COAI) saying it might amount to predatory pricing.
  • 37. 37 MTNL Delhi Launches Per Second 3G Starter Pack 127 Mahanagar Telephone Nigam Ltd (MTNL) today announced the launch of new Prepaid 3G Starter Up Pack for Rs.127 with per Second pulse for Home and Roaming calls in Delhi circle. MTNL Starter Pack 127 comes for Rs.124 with Free 3G SIM Card and Plan Voucher (FRC) which provides lot of freebies like 127 Min Local (Any N/w), 127 Min STD Calls, 127 Local SMS (Any N/w), 127 National SMS and 127 MB 3G Data valid for 30 days from the date of activation. Local Voice and Video calls to MTNL network (Mobile/Landline) and Voice Calls to other local networks will be 1 paisa per second. STD and National Roaming call charges to all network will be 1.2p/Sec (6 paisa for 5 seconds). This plan comes with tariff validity of 365 days and account validity will be as ‗Life Time – Jeevan Sathi‘ plan. After one year the customer will be shifted to Base Plan tariff if not recharged with any plan coupons.
  • 38. 38
  • 39. 39 MTNL Mumbai Launches 10 Mbps and 20 Mbps FTTH Unlimited Broadband Plans In a bid to offer next generation telecom services at affordable rates, Mumbai‘s largest Broadband Service provider Mahanagar Telephone Nigam Ltd (MTNL) today announced the launch of new ultra high speed tariff plans for Fibre-to-the-home (FTTH) Broadband service with core network speed up to 10 Gbps in Mumbai Telecom circle. MTNL introduces five 10 Mbps FTTH Unlimited Broadband plans (with FUP on Speed) starting from Rs.790 per month. MTNL also launched various Limited and True Unlimited FTTH broadband plans with speed 10 Mbps to 20 Mbps for Mumbai circle. MTNL FTTH Broadband can offer plethora of services based on Triple play(voice-video-data) services like IPTV, HDTV, 3DTV, video on demand , Bandwidth on Demand, Instant Video conferencing , interactive gaming , and several other VAS which can be only possible through FTTH.
  • 40. 40 MTNL Mumbai FTTH Broadband Plans in Details :
  • 41. 41 GSM subscribers decline 6.6 mn to 657.16 mn in December KOLKATA: GSM operators lost 6.62 million customers in December 2012 after losing nearly 10 million in the month prior to that as India's financially-stressed mobile phone companies continued to weed out inactive users. At the same time, customer additions have also crashed after the telecom department recently unveiled stringent, new subscriber verification norms. The pan-India GSM subscriber base last month stood at 657.16 million, a 1% dip over the November '12 level. The country's top three GSM carriers -- Bharti Airtel, Vodafone and Idea Cellular that account for nearly 67 % of the sector's revenues -- jointly lost 5.17 million subscribers last month, according to latest customer numbers released by the Cellular Operators Association of India (COAI), the industry lobby representing GSM operators. Bharti Airtel, Vodafone, Idea and Aircel lost a whopping 1.7 million, 3.28 million, 0.19 million and 1.97 million customers respectively in December, which resulted in Vodafone and Aircel marginally losing market share from last November levels, while Airtel and Idea saw a fractional rise during the period. These same telcos had lost 2.8 million, 2.38 million, 1.56 million and 1.46 million customers respectively in November. Uninor, however, is an exception as it has actually managed to add 0.91 million customers last month, courtesy its "strong mass market distribution" and by making "basic services available at "sabse sasta" tariffs. Vodafone, Bharti Airtel, Idea and Aircel declined to respond to ET's specific queries on the reasons behind the continuing decline in their customer numbers. But industry experts said the continuing slide is only to be expected at a time when the top three GSM carriers have "slashed freebies and increased 2G data rates recently to cover costs and spruce up margins. Executives close to Aircel claimed the Indian arm of Malaysia's Maxis, had been steadily losing customers these past two months also after its recent decision to ramp down GSM operations in five unprofitable regions (MP, Punjab, Haryana, Rajasthan and Gujarat) amid surging costs and severe margin pressure.
  • 42. 42 CDMA Subscriber Base Dwindles There were fewer takers for CDMA in January, which show a decline in customers across the board compared to GSM. The CDMA subscriber numbers for January 2013 show a dwindling subscriber base. CDMA, which is a mass volume segment, seems to have fewer takers than the more popular GSM segment. Reliance Communications lost 2.2 lakh subscribers leaving their total at 1,183 lakh subscribers. Tata Teleservices seemed to have lost the most number of subscribers in January, losing 18.7 lakh subscribers in just one month. The company‘s total number of subscribers stood at 676 lakh. The massive decline in subscriber numbers was mainly due to suspension of operations in the Assam, Jammu & Kashmir, and Northeast circles. Another significant CDMA player, Sistema Shyam Teleservices, lost 5.26 lakh subscribers in January. The erosion in CDMA subscriber base is in contrast to the GSM numbers, which showed a marginal increase in subscriber base. The total number of GSM subscribers at the end of January stood at 657.56 million, an addition of 0.4 million subscribers against the decline of 6.62 million in December 2012.
  • 43. 43 CHAPTER-3 OBJECTIVES OF STUDY
  • 44. 44 OBJECTIVS OF STUDY To study the various telecom services To find out the consumer prospective regarding various telecom services To study the features and benefits of telecom services
  • 45. 45 CHAPTER-4 RESEARCH METHODOLOGY
  • 46. 46 INTRODUCTION Research methodology has many dimensions and research methods to constitute a part of the research methodology. The scope of research methodology is wider than that of research methods. Thus, when we talk of research methodology we not only talk of the research method but also consider the logic behind the methods we use in the context of our research study and why we are using a particular method or technique and we are not using others so that research results are capable of being evaluated either by the researcher himself or by other. Why a research study has been undertaken, what data have been collected and what particular method has been adopted, why particular technique of analyzing data has been used and a host of similar other question are usually answered when we talk of research methodology concerning a research problem or study. The research method selected for the study is a combination of a survey and an industrial study. The survey research method is described hereunder that: It is a design in which primary data is gathered from members of the sample that represents a specific population; It is a design in which a structure and systematic research instrument like a questionnaire or an interview schedule is utilized together with the primary data; It is a method in which the researcher manipulates no explanatory variables because they have already occurred and so they cannot be manipulated; Data are not directly from the subjects; The subjects give the data the natural settings of their workplaces; The answers of the respondents are assumed to be largely unaffected of the content in which they are brought The impacts of the confounding factors are ―controlled‖ statistically; and The aim of the research may span from the exploration phenomena to hypotheses testing (stone 1995). The survey research method has some merit, which are to be articulated hereunder: In the survey research method, the sample of the respondents are selected in such a way as to make it low due to the utilization of big sample sizes, which results in generally low sample errors.
  • 47. 47 The survey research method also has the merit that data collection takes place in the ―natural‖ settings of the workplace rather than an activated laboratory. Data are not directly from the respondents. The advantage that the survey yields data that suggests new hypothesis is very illuminating. There is also the merit that a set of systematic data collection instruments such as questionnaire interview schedules and observation gadgets can either be used alone or in conjunction with other instruments (stone, 1995). According to Prof. Phillip Kotler, ―Marketing research is the systematic, design, collection, analysis and reporting of the data and finding relevant to specific marketing situation facing the company‖. Marketing is restless, changing dynamic field. Since 1920 many important and dramatic changes have taken place in marketing, thousands of new products including those of entries of new industries such as automobiles, electronics and computer, textile, walk product etc. have appeared in the market. The market orientations have changed from production to market. RESEARCH DESIGN : Descriptive & Exploratory Design DATA SOURCE : Primary and Secondary RESEARCH APPROACH : Observations, Survey SAMPLING UNIT : Telecom sector provide various services to the customer SAMPLING SIZE : 100 people SAMPLE TECHNIQUE : Stratified random sampling
  • 48. 48 DATA COLLECTION SOURCE 1) Primary data: The primary data is the data gathered for a specific purpose or specific research report. I have collected primary data with the help of questionnaires. 2) Secondary data: The secondary data is the data that have been already collected by and readily available from other sources. The secondary data I have used in my research report is basically collected from the magazines & websites of trade organizations. APPROACH FOR COLLECTION OF DATA 1. Survey: The Survey method is the technique of gathering data by asking questions to people who are thought to have desired information. A formal list of questionnaire is prepared. Generally a non disguised approach is used. The respondents are asked questions on their demographic interest opinion. 2. Observation: The observation method involves human or mechanical observation of what people actually do or what events take place during a buying or consumption situation. ―Information is collected by observing process at work.
  • 49. 49 CHAPTER-5 DATA ANALYSIS & INTERPRETATION
  • 50. 50 [1] Which company do you consider as most popular in your friend circle? Table 1 Option of respondents No. of respondents Percentage Airtel 31 31% Idea 12 12% Vodafone 36 36% BSNL 11 11% Tata docomo 10 10% Other 0 0% Graph 1 INTERPRETATION: According to 100 respondents 31% of them say that Airtel company is most popular in their friend circle, 12% of them say that Idea company is most popular in their friend circle, 36% of them say that Vodafone company is most popular in their friend circle, 11% of them say that BSNL company is most popular in their friend circle, and rest 10% of them say that Tata docomo company is most popular in their friend circle. 31% 12%36% 11% 10% Airtel Idea Vodafone BSNL Tata docomo Other
  • 51. 51 [2] Which company’s connection are you using currently? Table 2 Option of respondents No. of respondents Percentage Airtel 32 32% Idea 13 13% Vodafone 31 31% BSNL 9 9% Tata docomo 12 12% Other 3 3% Graph 2 INTERPRETATION: According to 100 respondents 32% of them say that they are using Airtel connection, 13% of them say that they are using Idea connection, 31% of them say that they are using Vodafone connection, 9% of them say that they are using BSNL connection, 12% of them say that they are using Tata docomo connection, and rest 3% of them say that they are using Other connection. Airtel Idea Vodafone BSNL Tata docomo Other 32% 13% 31% 9% 12% 3%
  • 52. 52 [3] How do you come to know about the company? Table 3 Option of respondents No. of respondents Percentage Friend circle 63 63% Hoarding 7 7% Magazine 4 4% TV 26 26% Graph 3 INTERPRETATION: According to 100 respondents 63% of them say that they know about the company from friend circle, 7% of them say that they know about the company from hoarding, 4% of them say that they know about the company from magazine, and rest 26% of them say that they know about the company from TV. 63% 7% 4% 26% Friend circle Hoarding Magazine TV
  • 53. 53 [4] Which type of connection are you using? Table 4 Option of respondents No. of respondents Percentage Post paid 17 17% Prepaid 83 83% Graph 4 INTERPRETATION: According to 100 respondents 17% of them say that they are using postpaid connection, and rest 83% of them say that they are using prepaid connection. Post paid Pre paid 17% 83%
  • 54. 54 [5] Since how long have you been using it? Table 5 Option of respondents No. of respondents Percentage < 6 months 12 12% 6-12 months 10 10% 1-2 years 19 19% >2 years 59 59% Graph 5 INTERPRETATION: According to 100 respondents 12% of them say that they are using it from < 6 months, 10% of them say that they are using it from 6-12 months, 19% of them say that they are using it from 1-2 years, and rest 59% of them say that they are using it from > 2 years. 12% 10% 19% 59% <6 months 6-12 months 1-2 years >2years
  • 55. 55 [6] What is your monthly recharge expenditure for pre-paid connection? Table 6 Option of respondents No. of respondents Percentage Below 100 Rs 9 9% 100-200 Rs 31 31% 200-300 Rs 18 18% 300-400 Rs 9 9% Above 400 Rs 16 16% Postpaid user 17 17% Graph 6 INTERPRETATION: According to 100 respondents 9% of them say that their monthly recharge is below 100 Rs, 31% of them say that their monthly recharge is 100-200 Rs, 18% of them say that their monthly recharge is 200-300 Rs, 9% of them say that their monthly recharge is 300-400Rs, 16% of them say that their monthly recharge is above 400 Rs, and rest 17% of people use postpaid connection. 9% 31% 18% 9% 16% 17% Below 100 Rs 100-200Rs 200-300Rs 300-400Rs Above 400Rs Post paid user
  • 56. 56 [7] How often do you recharge your connection? Table 7 Option of respondents No. of respondents Percentage Once 10 10% 2-3 times 33 33% 3-4 times 18 18% More than 4 times 22 22% Postpaid user 17 17% Graph 7 INTERPRETATION: According to 100 respondents 10% of them say that they recharge their connection only once in a month, 33% of them say that they recharge their connection 2-3 times in a month, 18% of them say that they recharge their connection 3-4 times in a month, 22% of them say that they recharge their connection more than 4 times in a month, and rest 17% of people use postpaid connection. Once 2-3 times 3-4 times more than 4 times Post paid user 10% 33% 18% 22% 17%
  • 57. 57 [8] Have you ever changed your mobile connection any time in the past? Table 8 Option of respondents No. of respondents Percentage Yes 29 29% No 71 71% Graph 8 INTERPRETATION: According to 100 respondents 29% of them say that yes, they changed their mobile connection in the past, and rest 71% of them say that no, they do not changed their mobile connection in the past. 29% 71% Yes No
  • 58. 58 [9] How much satisfied are you with your current connection? Table 9 Option of respondents No. of respondents Percentage Affordable 53 53% Expensive 35 35% Very expensive 10 10% Not affordable 2 2% Graph 9 INTERPRETATION: According to 100 respondents 53% of them say that they are affordable with their current connection, 35% of them say that they are expensive with their current connection, 10% of them say that they are very expensive with their current connection, and rest 2% of them say that they are not affordable with their current connection. Affordable Expensive Very expensive Not affordable 53% 35% 10% 2%
  • 59. 59 [10] What features makes a company most popular according to your views? (any one) Table 10 Option of respondents No. of respondents Percentage Call charges 33 33% SMS charges 12 12% Roaming charges 5 5% Internet service 23 23% Bill payment options 6 6% Network service 21 21% Graph 10 INTERPRETATION: According to 100 respondents 33% of them say that call charges is most popular, 12% of them say that SMS charges is most popular, 5% of them say that roaming charges is most popular, 23% of them say that internet service is most popular, 6% of them say that bill payment option is most popular and rest 21% of them say that network service is most popular according to their views. 33% 12% 5% 23% 6% 21% Call charges SMS charges Roaming charges Internet service Bill payment option Network service
  • 60. 60 [11] What are the stronger features that might force you to switch from your current service provider to the next best one? Table 11 Option of respondents No. of respondents Percentage Call charges 30 30% SMS charges 18 18% Roaming charges 7 7% Internet service 22 22% Bill payment options 4 4% Network service 19 19% Graph 11 INTERPRETATION: According to 100 respondents 30% of them say that call charges is the stronger feature that might force to switch this service, 18% of them say that SMS charges is the stronger feature that might force to switch this service, 7% of them say that roaming charges is the stronger feature that might force to switch this service, 22% of them say that internet service is the stronger feature that might force to switch this service, 4% of them say that bill payment option is the stronger feature that might force to switch this service and rest 19% of them say that network service is the stronger feature that might force to switch this service. Call charges SMS charges Roaming charges Internet service Bill payment option Network service 30% 18% 7% 22% 4% 19%
  • 61. 61 [12] How frequently are you calling customer care ? Table 12 Option of respondents No. of respondents Percentage Daily 10 10% Weekly 9 9% Fortnightly 14 14% Monthly 67 67% Graph 12 INTERPRETATION: According to 100 respondents 10% of them say that they call customer care daily, 9% of them say that they call customer care weekly, 14% of them say that they call customer care fortnightly, and rest 67% of them say that they call customer care monthly. Daily Weekly Fortnightly Monthly 10% 9% 14% 67%
  • 62. 62 [13] Are you satisfied with the customer care helpline? Table 13 Option of respondents No. of respondents Percentage Highly satisfy 5 5% Satisfy 39 39% Average 34 34% Dissatisfy 13 13% Highly dissatisfy 9 9% Graph 13 INTERPRETATION: According to 100 respondents 5% of them say that they are highly satisfy with the customer care, 39% of them say that they are satisfy with the customer care, 34% of them say that they are average with the customer care, 13% of them say that they are dissatisfy with the customer care, and rest 9% of them say that they are highly dissatisfy with the customer care. 5% 39% 34% 13% 9% Highly satify Satisfy Average Dissatisfy Highly dissatify
  • 63. 63 CHAPTER-6 FINDINGS
  • 64. 64 FINDINGS Airtel has the maximum subscribers due to their better service and best network connectivity. Maximum subscriber have prepaid connections rather than the post paid ones as they wants to use its full time usages of money. Cost not much matters but the regular connectivity and better services are the key points for any mobile service provider to be the best in the market. Gone are the days when fewer people have mobile connection, competition in the market and its technical use make everyone taking usages and now maximum subscribers have connections for many days. Mobiles are maximum used by students to access social networking websites. Mix response have been watched by the subscribers as the want to take full use of it whether incoming or outgoing. When you get the good service and connectivity you remain happy and satisfied with the call rates and monthly rentals but if get poor service then definitely it pinches. Yes, the other telecom service gives more benefit regarding call rate and free roaming facilities, do you switch from your current mobile service. Mobile subscribers want good connectivity, free MMS and SMS services with free national roaming and low priced international calls.
  • 65. 65 CHAPTER-7 SUGGESTIONS
  • 66. 66 SUGGESTIONS Telecom companies whether GSM or CDMA, they have to be fully updated with the technology to get fit in the telecom set. One notable break with the past is that with opening up of the developing economies and widespread sectoral reforms, catching up process has become faster. Developing countries with liberal policies have much opportunity to leapfrog than before. Mobile experience of the low income countries bears testimony to this process. India is a participant in this global process. There is tremendous appetite to absorb new technology. At the higher of the market, India will mimic the most sophisticated telecom technology of the world and face all types of uncertainties that are associated with any new technology anywhere in the world. It will take time for the market for new technologies to consolidate. Market maturing will be continuous process at some of the segments of telecom sector. This holds good even today. Today‘s market does not guarantee ‗reliable revenue stream‘ to investors in new technology like VoIP, Broadband and 3G since they lack an existing client base. Side by side, a process of diffusion will continue unhindered in respect of established technology in the mass market.
  • 67. 67 CHAPTER-8 CONCLUSION & APPENDICES
  • 68. 68 CONCLUSION In case of mobile services, the users are having maximum GSM service rather than the CDMA service. The area of the internet is still watchful, it get improved but still needs attention as many of the user still don‘t have internet facility. The telecom sector has to grow its technology as to provide more and more broadband services to the users in connection to remit out dial up connections which are slow ones. Gone are the days when people are starving for just one telecom line connection, now the scenario has changed and people now having 2 or also more than 2 telecom connections with them. Gone are the days when you have made queue for telecom connection, now are the days when you just have dial toll free numbers and you will get the connection with in few days. Growing completion has make the telecom market flexible, now there is no fix limit or bar, you can bargain at the time of arranging telecom connection for the personal and professional use. To provide better telecom services, companies are now providing discounts, schemes and other lucrative gifts to attract the customer and in this context, their quality, efficiency specially the demand is increasing. AIRTEL and VODAFONE are toping the chart in case of mobile communication in the country with respect to other mobile service providers like Tata docomo, BSNL, and others.
  • 69. 69 QUESTIONNAIRE I XYZ, I am pursuing MBA from COLLEGE/UNIVERSTY NAME. I am doing a survey on “Changing consumer prospective on various telecom services”. Please cooperate with me for filling up this questionnaire and the information gathered will be kept confidential and will only be used for research purpose. NAME OF PERSON :________________________________________ YOUR AGE:(a) 01-10 (b) 11-20 (c) 21-30 (d) 31-above SEX: (a) Male (b) Female [1] Which company do you consider as most popular in your friend circle? (a) Airtel (b) Idea (c) Vodafone (d) BSNL (e) Tata docomo (f) other [2] Which company‘s connection are you using currently? (a) Airtel (b) Idea (c) Vodafone (d) BSNL (e) Tata docomo (f) Other [3] How do you come to know about the company? (a) Friend circle (b) Hoarding (c) Magazine (d) TV [4] Which type of connection are you using? (a) Post paid (b) Prepaid
  • 70. 70 IF POST PAID, THEN SKIP QUES. 6 & 7 [5] Since how long have you been using it? (a) < 6 months (b) 6-12 months (c) 1-2 years (d) > 2 years [6] What is your monthly recharge expenditure for pre-paid connection? (a) below 100 Rs (b) 100-200 Rs (c) 200-300 Rs (d) 300-400 Rs (e) above 400 Rs [7] How often do you recharge your connection? (a) once (b) 2-3 times (c) 3-4 times (d) more than 4 times [8] Have you ever changed your mobile connection any time in the past? If yes, then what was the reason behind it? (a) Yes,because_______________________________________________________ (b) No [9] How much satisfied are you with your current connection? (a) Affordable (b) Expensive (c) Very expensive (d) Not affordable [10] Out of 10 how much marks will you give that connection you used now? (a) < 6 (b) 6 (c) 7 (d) 8 (e) 9 (f) 10 [11] What features makes a company most popular according to your views? (any one) (a) Call charges (b) SMS charges (c) Roaming charges (d) Internet service (e) Bill payment options (f) Network service
  • 71. 71 [12] What are the stronger features that might force you to switch from your current service provider to the next best one? (a) Call charges (b) SMS charges (c) Roaming charges (d) Internet service (e) Bill payment options (f) Network service [13] How frequently are you calling customer care ? (a) Daily (b) Weekly (c) Fortnightly (d) Monthly [14] Are you satisfied with the customer care helpline? (a) Highly satisfy (b) Satisfy (c) Average (d) Dissatisfy (e) Highly dissatisfy [15] Any suggestions : ………………….………………….………………….………………….………………… ………………….………………….………………….………………….………………… ………………….………………….………………….………………….………………… ………………….………………….………………….………………….………………… Signature: THANK YOU
  • 72. 72 BIBLIOGRAPHY WEBSITES www.airtelworld .com www.ideacellular.com www.bsnl.co.in www.vodafone.co.in www.indiatelecom.com/telecom_service_providers_india.htm http://en.wikipedia.org/wiki/Indian_Telecommunication_Service http://www.zonkerala.com/articles/mobile-phone-industry.htm