Reliance NetConnect+

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A COMPREHENSIVE STUDY OF CONSUMER SATISFACTION TOWARDS RELIANCE NETCONNECT+

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Reliance NetConnect+

  1. 1. a case study of visakhapatnam Submitted by Rajesh. A MBA – 3RD TRIM 1225110102
  2. 2.  Internet is a fast growing tool  Offers opportunities for people & businesses  Rapid changes in technology  Leads to better infrastructure capacities  Faster speeds and lower costs  IntenseCompetition  GSM vs CDMA
  3. 3.  AIM to know the customer perception towards the use of Reliance Net Connect devices  OBJECTIVE  to analyse customer tastes & preferences  the customer satisfaction levels of Reliance Net Connect  competitors in market ▪ MTS MBlaze &Tata Photon in the CDMA category ▪ IDEA,AIRTEL & BSNL in the 3G GSMCategory.
  4. 4.  Geographical- Visakhapatnam & suburbs  Primary focus – CDMA USB Net Connector devices
  5. 5.  Anil Dhirubhai Ambani Group (ADAG)- India’s top 3 pvt sector businesshouses in terms of net worth  RCOM - India's largest private sector information & CommunicationsCo.  over 100 million subscribers  pan-India, Optical Fibre network for convergence  distribution of power (Reliance Infrastructure Limited)., financial services (Reliance Capital Ltd)
  6. 6.  By 2015, be amongst the top 3 most valued Indian companies, providing Information, Communication & Entertainment services, and being the industry benchmark in Customer Experience, Employee Centricity and Innovation.
  7. 7.  Wireless broadband for laptops and desktops  SPEED - Download speeds up to 3.1 Mbps and upload speeds up to 1.8 Mbps  MOBILITY – Access Internet anywhere anytime. Simply plug and play  COVERAGE - Connectivity across 24,000 towns and 6 lacs villages, as well as along major highways, railway routes, airport lounges and remote locations in India
  8. 8.  Limited to CDMA sims  3G has open market solutions  Speed cap of 3.1 Mbps  Advertised 3.1 mbps on limited cities only (1.5 to 2 mbps practically)  Other places it’s only 144 Kbps(Basic CDMA 1X network)
  9. 9. helps the organization to deliver the desired level of service to set benchmarks & standards. determine the factors responsible for increase in customer expectations. differentiate between realistic & unrealistic customer expectations.
  10. 10.  PRIMARY DATA  SAMPLE SIZE – 100  Areas covered –Vizag, Gajuwaka, Gopalapatnam  KRO’s 20  Chain stores 30  Secondary outets 50  Direct Sales Outlets 10  100
  11. 11.  Handsets  Data cards  PromotionalVisibility RELIANCE MTS TATA GSM 491 761 408 18635 RELIANCE MTS TATA GSM 120 210 60 35 RELIANCE MTS TATA GSM 532 585 144 1573
  12. 12. 30 35 25 10 Market Share Reliance Netconnect + Tata Photon+ MTS Mblaze Others
  13. 13.  Sample size – 100 respondents  Sample universe – visakhapatnam  Type of sampling – judgemental  Method of data collection – questionnaire SAMPLE: Which broad band net connector are you using ? Response Frequency Percentage Reliance Netconnect+ 40 40 Tata Photon+ 50 50 MTS MBlaze 7 7 others 3 3
  14. 14.  Reliance Communications, has lost the early mover advantage losing its market leader status toTATA Photon+  72% of all respondents said speed is a primary determinant to buy a USB Net Connector 72 3 25 Determinants to buy Speed Ease of use Economy
  15. 15.  60% of respondents were not satisfied with the speeds of their USB Net Connectors. 0 5 10 15 20 25 30 Reliance Netconnect+ Tata Photon+ MTS Mblaze Others Satisfied Not satisfied
  16. 16.  54% of respondents expressed a desire to shift to another Service Provider 43 54 3 Satisfied with current ISP Satisfied Not satisfied Neutral
  17. 17.  Reliance Communications should focus on emerging markets especially in rural areas where its infrastructure gives it an edge over others.  Focus on marketing & awareness programmes to show the utility value of a USB Net Connector for first time buyers  Focussing on existing wired Broadband customers especially business people to show the utility value of USB net Connector as an additional device to be used while travelling.  Trying to achieve Economies of scale to bring tariff rates down further to be more competitive.
  18. 18.  Reliance should try to expand its prepaid user base by poaching subscribers fromTATA, MTS by offering better tariffs and schemes as this is a intensely competitive area.  To ensure product differentiation by adopting unique designs, colours and features like memory card slots, wi-fi routers etc to target specific segments of markets like youth, office goers, business men etc.  Offer additional roaming benefits especially international roaming features for business travellers.
  19. 19.  Marginal product difference between Reliance Netconnect+ and its competition.  The speeds are not comparable to the speeds of fixed landline based broadband providers.
  20. 20.  However Reliance Communication has several advantages over its competitors Ready availability of Infrastructure Capital Infusion capacity Strong Pan-India presence of distribution channels
  21. 21. The competition from 3G based service providers is negligible today • but it will increase in future bring down prices, increase speeds and provide qualitative features like designs, colours etc • ensure product differentiation and diversification which will be the major success determinants in future

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