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A
SUMMER TRAINING REPORT
ON
“A STUDY ON THE CHANGE IN BUYING
BEHAVIOR & CUSTOMER PERCEPTION
TOWARDS VODAFONE VS. AIRTEL”
Submitted in partial fulfillment for the
requirement of the award of degree in Master of
Business Administration
Under the Guidance of:

SUBMITTED TO: SUBMITTED BY:
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DECLARATION
I __________________ a student of MBA of __________________ respectively
hereby declare that the Project Report on “A Study on the Change in Buying Behavior
& Customer Perception towards Vodafone vs Airtel” is the outcome of my own work
and the same has not been submitted to any other University/Institute for the award of
any degree or any Professional diploma.
__________________
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ACKNOWLEDGEMENT
A project is never the sole product of a person whose name has appeared on the cover.
Even the best effort may not prove successful without proper guidance. For a good
project one needs proper time, energy, efforts, patience, and knowledge. But without any
guidance it remains unsuccessful. I have done this project with the best of my ability and
hope that it will serve its purpose.
First of all I wish to express my indebtness to Mr. Alok Sharma (Sales Officer) for his
valuable suggestions and guidance throughout the project.
It was really a great learning experience and I am really thankful to
__________________ who not only helped me in the successful completion of this
report but also spread his precious and valuable time in expanding my knowledge base.
After the completion of this Project I feel myself as a well aware person about the
Research Procedure and the complexities that can arose during the process. Also I get
an insight of the advertising industry and its effectiveness in promoting sales. Finally, I am
also grateful to all those personalities who have helped me directly or indirectly in bringing
up this project report.
__________________
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PREFACE
As a student of MBA (MASTER OF BUSINESS ADMINISTRATION) one of
the most reputed professional courses, I have to undergo for the summer internship in the
end of the first year. The attractive feature of the MBA DEGREE is that along with theory
we also get to have the exposure of the practical environment.
The topic for my summer project is:-
“A Study on the Change in Buying Behavior & Customer
Perception towards Vodafone vs Airtel”
The Project Report revolves around the changes occurred in buying behaviour of
tiles companies and their effectiveness in getting change in consumer perception about
the brand. The objectives are predefined and the task is to accomplish them.
The study was confined geographically to selected areas of Delhi. The potential
respondents are the home base consumers and the industrial consumers, who have
commercial use for the product. The whole process during the report is well planned, the
primary data collection is done from the respondents.
MOHD. FASIUR RAHMAN
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TABLE OF CONTENTS
1. INTRODUCTION
1.1. History of Cellular Telephony in India
1.2. Cellular Industry in India
1.3. Cellular Market Structure in India
1.4. The Churn in the Cellular Industry
2. CONSUMER BUYING BEHAVIOR
2.1. Stages of the consumer buying process
2.2. Types of consumer buying behavior
2.3. Categories that effect the consumer buying decision process
3. COMPANY PROFILE
3.1. Airtel
3.2. Vodafone
4. OBJETIVE & SCOPE
5. Research Methodology
5.1. Introduction
5.2. Research design
5.3. Data sources
5.4. Research instrument
5.5. Limitations:
6. FINDINGS & ANALYSIS
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6.1. Category of service subscribed
6.2. Cell phone Service subscribed by users
6.3. The Break Up:
6.4. Break up in terms of Airtel and Vodafone
6.5. Spending Per Month By Subscribers
6.6. Time taken for activating sim
6.7. Satisfaction from Current Tariff
6.8. Satisfaction from network quality
6.9. Satisfaction from SMS Service
6.10. Satisfaction from Roaming facility
6.11. Satisfaction from Value added Services(VAS)
6.12. Satisfaction from Voice mail service
6.13. Satisfaction from Billing
6.14. Satisfaction from Customer care services
6.15. Users planning to shift to other cell operators
6.16. Users recommending their cell operator to others
7. CONCLUSION
8. RECOMMENDATIONS
9. BIBLIOGRAPHY
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INTRODUCTION
INTRODUCTION
1. INTRODUCTION
"Telecommunications is the backbone of our future economy. International
competitiveness increasingly depends on the development of a
telecommunications infrastructure that is compatible with international standards"
The cellular industry all over the world has been witnessing very high growth rates in
subscriber base in recent years. For developing countries in particular, cellular services
are becoming a very significant proportion of the overall telecom infrastructure. The
mechanics of competition within this market involve complex feedback effects between
individual service providers and with their operating environment, and these forces play
an important role in governing the growth of this industry.
In a country like India which is not yet telephone-saturated and the ongoing changes in
related areas are resulting in a rapidly changing profile of users, providers and their
respective needs, continuous revision of the telecom policy is imperative. Given the
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emerging new technologies and the integrating economies there must be fairness among
competitors.
The tele-density in India is about four per hundred people in respect of the fixed
telephones and a little less than one in respect of the mobile telephony. The low densities
are not because there is no need for a telephone but because of its high cost that many
cannot afford that one. The situation here is nothing but holding true of the “law of
demand”. Isn’t it?
The cost for the companies can come down if the revenue share imposed on them as a
condition of license is abolished or drastically reduced. Today every telephone company
is bound to pay a share out of its revenue to the exchequer. These costs are, however,
not to be scheduled to take a step further in the development of the telecom. In addition
when we go through the telephone bill there is a 5 to 8% service charge. This amount
also does not go for the telecom development. If these external cost are removed there
can be seen a spurt in demand of not less then 40% as expected.
While taking the side of suppliers a lot of new companies are coming into the battlefield
resulting in reduction of prices and hence a little less burdensome on to the customer.
The cost of interconnection with the incumbent is proving to be contributory to the high
cost of services provided by the competitors.
The delay in the interconnection disregards the quality of service and high cost will
detract from affordability. This is an area in which no consumer body can knowledgeably
contribute unless it has the assistant of experts or economists who alone can discover all
the relevant fact of all the contesting companies. It indicates the pre-eminent domain of
TRAI (Telecom Regulatory Authority of India).
As the driven down of the prices for long distance including international services reduces
the amount available for subsidizing the local service, the rental for local services are
being increased. Considering that about 90% of the long distance calls are made by less
than 20% of customers, 80% of customers are having to pay higher rental this depresses
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the demand for telephones and affordability. The urban business subscribers will be
bearing the bond of the subsidies to be given to the rural private consumers.
1.1 History of Cellular Telephony in India:
The technology that gives a person the power to communicate anytime, anywhere - has
spawned an entire industry in mobile telecommunication. Mobile telephones have
become an integral part of the growth, success and efficiency of any business / economy.
The most prevalent wireless standard in the world today, is GSM. The GSM Association
(Global System for Mobile Communications) was instituted in 1987 to promote and
expedite the adoption, development and deployment and evolution of the GSM standard
for digital wireless communications.
The GSM Association was formed as a result of a European Community agreement on
the need to adopt common standards suitable for cross border European mobile
communications. Starting off primarily as a European standard, the Groupe Speciale
Mobile as it was then called, soon came to represent the Global System for Mobile
Communications as it achieved the status of a world-wide standard. GSM is today, the
world's leading digital standard accounting for 68.5% of the global digital wireless market.
The Indian Government when considering the introduction of cellular services into the
country, made a landmark decision to introduce the GSM standard, leapfrogging
obsolescent technologies / standards. Although cellular licenses were made technology
neutral in September 1999, all the private operators are presently offering only GSM
based mobile services. The new licensees for the 4th cellular licenses that were awarded
in July 2001 too, have opted for GSM technology to offer their mobile services.
1.2 Cellular Industry in India
The Government of India recognizes that the provision of a world-class
telecommunications infrastructure and information is the key to rapid economic and social
development of the country. It is critical not only for the development of the Information
Technology industry, but also has widespread ramifications on the entire economy of the
country. It is also anticipated that going forward, a major part of the GDP of the country
would be contributed by this sector. Accordingly, it is of vital importance to the country that
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there be a comprehensive and forward looking telecommunications policy which creates
an enabling framework for development of this industry.
1.3 Cellular Market Structure in India
As in other countries, in India, the Cellular Mobile Service Providers (CMSPs) are
licensed to operate in designated geographical operating areas. The service areas
include four metro areas and 18 circles categorized as A, B and C. (The categorization is
based on the revenue Proceedings of the 36th Hawaii International Conference on
System Sciences).
The potential with category C circles in the lower end of the scale. For example the
metros account for 40% of the subscriber population, with Category-A, B and C
accounting for 33%, 23% and 4% respectively. The CMSPs had to pay an entry fee and
subsequently annual license fee as a percentage of their revenue to the Department of
Telecommunications.
The entry and license fees varied according to the service area, highest for metros and
lowest for Category-C circles. Some of the CMSPs could not fulfill their licensing
obligations and their licenses were revoked leading to a monopoly situation in certain
areas. Apart from these charges, each CMSP has to share the revenue with the long
distance operators for carrying inter-service area calls.
In profitable metros and circles, the competition is severe and the market is split between
the two operators. In a price-cap regulated market, the operators use appropriate pricing
strategy to win customers and win market share.
In highly price-elastic markets, such as in India, as the service provider reduces the price,
the subscriber base increases considerably, and so is the network traffic. The increased
network traffic decreases the performance and the quality of service, inviting customers to
switch. Being a new entrant in a metro area, the government operator reduced the airtime
charges to such an extent that the subscriber base increased suddenly leading to poor
network performance. The operator did not have enough network capacity to handle calls
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leading to blocking of calls, with frustrated customers switching over immediately to
competitors.
The operators also have to resort to non-pricing competition strategies to win customers.
In India, CMSPs offer a variety of service plans as a means to attract new customers.
Different service plans include: pre-paid calling card schemes, discounted airtime rates
for evening and night time calls, discounted roaming charges, no or minimum activation
fees, and reduced mobile to mobile long distance call rates.
The service providers incur additional advertising and infrastructure cost for implementing
these plans. Short Message Service (SMS) and Wireless Application Protocol (WAP)
service are fast catching up. For example, in India, about 500,000 SMS messages are
being carried by a service provider in one metro area alone. When the sector moves over
to an oligopoly market, the operators have to provide improved quality of service and
value added services in order to survive and gain market share.
Larger operators who have experience and infrastructure may be able to provide a higher
quality of service and other value-added service at a lower price. They also have access
to larger project financing for enlarging their networks and services. For example, a single
large operator now has license to operate in 14 service areas in the country with the
largest footprint to cover most of the areas of the country. Mergers and acquisitions are
commonplace as the operators are consolidating their revenues to survive in the market
places.
Cellular subscribers and those with a propensity to go mobile in Delhi have never had it
so good. They now have four service providers to choose from, each offering an array of
both pre- and post-paid schemes. More importantly, average tariffs across plans have, by
some reckoning, dropped by at least 50 per cent in the last six months. The entry of
Vodafone saw a further drop in tariffs and the operators have come out with new
schemes to retain their subscribers and attract fresh ones.
What does this mean for subscribers and for the cellular industry in Delhi? All the four
operators Essar Mobile Services Ltd., Bharti Celluar Ltd, MTNL and Idea Cellular services
are convinced that the market will only expand and the subscribers will benefit even
more. Their reasoning is that cellular penetration in Delhi, which traditionally occupies the
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third position in other areas, is less than fifty per cent. Therefore, entry of new players will
only increase awareness about the facility, the companies say.
Moreover, the state-owned MTNL has also been playing with its cellular service for quite
some time. that, with the imminent launch of limited mobility using CDMA (code division
multiple access) technology by companies like Tata Tele Services will only add to the
subscriber base, probably result in further reduction of tariffs, and an even greater
widening of the cellular market, according to officials in four cellular companies now
servicing Delhi.
However, the companies also sound a note of caution — any further drop in tariffs will be
harmful to the companies, points out one of the officials taking care of the — Sales &
Marketing division of the, Essar Mobile Services Ltd, average tariffs in Delhi across
different plans have fallen by 30 per cent since December with launching of the CDMA
services.
Besides the fall in tariffs, what has really happened with the entry of CDMA is a
heightened awareness in the market. Mobile penetration in Delhi and its suburbs is
estimated to be less than twenty-five percent of the population and the cellular operators
believe that this number should definitely go up.
It is here that Vodafone decided to target the customers with what it believes are unique
products and features. Its emphasis has been on value proposition and brand building.
Mobility is not only about carrying voice, as per the reports from the marketing
department and adds that the unified messaging system for the post-paid customers of
(now Vodafone) is one such unique product.
Accordingly, Vodafone signed in its subscribers in lakhs from the year onwards it has
been launched in Delhi. Industry analysts say that a majority of them will be pre-paid
customers, whose loyalty to a particular brand is always in doubt. However, pre-paid for
the cellular is nothing but the engine for growth and there is always a possibility that most
of them will shift to post-paid once they are convinced of the quality of service provided.
On the other hand the entry of a new operator lends more visibility to the service and
there is also increased trade activity — that is the number of dealers will increase and
more people will be on the road trying to sell the service and product. There is also
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greater consumer awareness of what cellular service can deliver and expectations go up
in terms of pricing or service standards or network availability.
1.4 The Churn in the Cellular Industry:
As like the other products Cellular industry has not been left untouched from the Churn
(switching over). During the survey this fact comes to the fore. According to the cellular
operators, there is a normal seven to eight percent churn in the customers, especially in
the pre-paid category. Among the post-paid customers, the Churn is much lower about
two-three percent.
They say that one significant change that has happened in the last few months, more so
since lowering of the tariffs, is that the bias in favour of incoming calls as far as call
charges are concerned — incoming calls has been set free while they are charging
reasonably only for the outgoing ones — has changed. A tariff re-balancing has definitely
taken place.
This means that the cellular operators are encouraging their subscribers to not just
receive calls, but also make calls — increasing the usage of the service. With falling
tariffs, cellular operators are convinced that increasing usage is one way to ensure that
average revenue per user (ARPU) does not fall very low. The industry figure for ARPU is
believed to be about Rs.1,100 while it may vary from operator to operator. The operators
are also concentrating on introducing more value added services to the customers. Value-
added services have not really taken off. Only the SMS (short messaging service) has
really caught on, but operators like Bharti are bringing in services like music messaging
and concierge facility for its subscribers.
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CONSUMER BUYING
BEHAVIOR
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CONSUMER BUYING BEHAVIOR
2. Consumer Buying Behaviour
Buying Behavior is the decision processes and acts of people involved in buying and
using products.
Need to understand:
 Why consumers make the purchases that they make?
 What factors influence consumer purchases?
 The changing factors in our society.
Consumer Buying Behavior refers to the buying behavior of the ultimate consumer. A firm
needs to analyze buying behavior for:
 Buyers reactions to a firms marketing strategy has a great impact on the firms
success.
 The marketing concept stresses that a firm should create a Marketing Mix (MM)
that satisfies (gives utility to) customers, therefore need to analyze the what,
where, when and how consumers buy.
 Marketers can better predict how consumers will respond to marketing strategies.
2.1 STAGES OF THE CONSUMER BUYING PROCESS
Six Stages to the Consumer Buying Decision Process (For complex decisions). Actual
purchasing is only one stage of the process. Not all decision processes lead to a
purchase. All consumer decisions do not always include all 6 stages, determined by the
degree of complexity...discussed next.
THE 6 STAGES ARE:
1. Problem Recognition (awareness of need)--difference between the desired state
and the actual condition. Deficit in assortment of products. Hunger--Food. Hunger
stimulates your need to eat.
Can be stimulated by the marketer through product information--did not know you
were deficient? I.E., see a commercial for a new pair of shoes, stimulates your
recognition that you need a new pair of shoes.
2. Information search--
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o Internal search, memory.
o External search if you need more information. Friends and relatives (word of
mouth). Marketer dominated sources; comparison shopping; public sources
etc.
A successful information search leaves a buyer with possible alternatives, the
evoked set.
Hungry, want to go out and eat, evoked set is
o chinese food
o indian food
o burger king
o klondike kates etc
3. Evaluation of Alternatives--need to establish criteria for evaluation, features the
buyer wants or does not want. Rank/weight alternatives or resume search. May
decide that you want to eat something spicy, Indian gets highest rank etc.
If not satisfied with your choice then return to the search phase. Can you think of
another restaurant? Look in the yellow pages etc. Information from different
sources may be treated differently. Marketers try to influence by "framing"
alternatives.
4. Purchase decision--Choose buying alternative, includes product, package, store,
method of purchase etc.
5. Purchase--May differ from decision, time lapse between 4 & 5, product availability.
6. Post-Purchase Evaluation--outcome: Satisfaction or Dissatisfaction.
Cognitive Dissonance, have you made the right decision. This can be reduced by
warranties, after sales communication etc.
After eating an Indian meal, may think that really you wanted a Chinese meal instead.
2.2 TYPES OF CONSUMER BUYING BEHAVIOR
Types of consumer buying behavior are determined by:
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 Level of Involvement in purchase decision. Importance and intensity of interest in a
product in a particular situation.
 Buyers level of involvement determines why he/she is motivated to seek
information about a certain products and brands but virtually ignores others.
High involvement purchases--Honda Motorbike, high priced goods, products visible to
others, and the higher the risk the higher the involvement. Types of risk:
 Personal risk
 Social risk
 Economic risk
The four type of consumer buying behavior are:
 Routine Response/Programmed Behavior--buying low involvement frequently
purchased low cost items; need very little search and decision effort; purchased
almost automatically. Examples include soft drinks, snack foods, milk etc.
 Limited Decision Making--buying product occasionally. When you need to obtain
information about unfamiliar brand in a familiar product category, perhaps.
Requires a moderate amount of time for information gathering. Examples include
Clothes--know product class but not the brand.
 Extensive Decision Making/Complex high involvement, unfamiliar, expensive
and/or infrequently bought products. High degree of
economic/performance/psychological risk. Examples include cars, homes,
computers, education. Spend alot of time seeking information and deciding.
Information from the companies MM; friends and relatives, store personnel etc. Go
through all six stages of the buying process.
 Impulse buying, no conscious planning.
The purchase of the same product does not always elicit the same Buying Behavior.
Product can shift from one category to the next.
For example:
Going out for dinner for one person may be extensive decision making (for someone that
does not go out often at all), but limited decision making for someone else. The reason for
the dinner, whether it is an anniversary celebration, or a meal with a couple of friends will
also determine the extent of the decision making.
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2.3 CATEGORIES THAT EFFECT THE CONSUMER BUYING DECISION PROCESS
A consumer, making a purchase decision will be affected by the following three factors:
1. Personal
2. Psychological
3. Social
The marketer must be aware of these factors in order to develop an appropriate MM for
its target market.
Personal
Unique to a particular person. Demographic Factors. Sex, Race, Age etc.
Who in the family is responsible for the decision making?
Young people purchase things for different reasons than older people.
Highlights the differences between male and female shoppers in the supermarket.
Psychological factors
Psychological factors include:
 Motives--
A motive is an internal energizing force that orients a person's activities toward
satisfying a need or achieving a goal.
Actions are effected by a set of motives, not just one. If marketers can identify
motives then they can better develop a marketing mix.
MASLOW hierarchy of needs!!
o Physiological
o Safety
o Love and Belonging
o Esteem
o Self Actualization
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Need to determine what level of the hierarchy the consumers are at to determine
what motivates their purchases.
Nutrament, a product marketed by Bristol-Myers Squibb originally was targeted at
consumers that needed to receive additional energy from their drinks after exercise
etc., a fitness drink. It was therefore targeted at consumers whose needs were for
either love and Belonging or esteem. The product was not selling well, and was
almost terminated. Upon extensive research it was determined that the product did
sell well in inner-city convenience stores. It was determined that the consumers for
the product were actually drug addicts who couldn't not digest a regular meal. They
would purchase Nutrament as a substitute for a meal. Their motivation to purchase
was completely different to the motivation that B-MS had originally thought. These
consumers were at the Physiological level of the hierarchy. BM-S therefore had to
redesign its MM to better meet the needs of this target market.
Motives often operate at a subconscious level therefore are difficult to measure.
Perception--
What do you see?? Perception is the process of selecting, organizing and
interpreting information inputs to produce meaning. IE we chose what info we pay
attention to, organize it and interpret it.
Information inputs are the sensations received through sight, taste, hearing, smell
and touch.
Selective Exposure-select inputs to be exposed to our awareness. More likely if it
is linked to an event, satisfies current needs, intensity of input changes (sharp
price drop).
Selective Distortion-Changing/twisting current received information, inconsistent
with beliefs.
Advertisers that use comparative advertisements (pitching one product against
another), have to be very careful that consumers do not distort the facts and
perceive that the advertisement was for the competitor. A current example...MCI
and AT&T...do you ever get confused?
Selective Retention-Remember inputs that support beliefs, forgets those that don't.
Average supermarket shopper is exposed to 17,000 products in a shopping visit
lasting 30 minutes-60% of purchases are unplanned. Exposed to 1,500
advertisement per day. Can't be expected to be aware of all these inputs, and
certainly will not retain many.
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Interpreting information is based on what is already familiar, on knowledge that is
stored in the memory.
Problems marketing wine from South Africa. Consumers have strong perceptions
of the country, and hence its products.
 Ability and Knowledge--
Need to understand individuals capacity to learn. Learning, changes in a person's
behavior caused by information and experience. Therefore to change consumers'
behavior about your product, need to give them new information re: product...free
sample etc.
South Africa...open bottle of wine and pour it!! Also educate american consumers
about changes in SA. Need to sell a whole new country.
When making buying decisions, buyers must process information.
Knowledge is the familiarity with the product and expertise.
Inexperience buyers often use prices as an indicator of quality more than those
who have knowledge of a product.
Non-alcoholic Beer example: consumers chose the most expensive six-pack,
because they assume that the greater price indicates greater quality.
Learning is the process through which a relatively permanent change in behavior
results from the consequences of past behavior.
 Attitudes--
Knowledge and positive and negative feelings about an object or activity-maybe
tangible or intangible, living or non- living.....Drive perceptions
Individual learns attitudes through experience and interaction with other people.
Consumer attitudes toward a firm and its products greatly influence the success or
failure of the firm's marketing strategy.
Honda "You meet the nicest people on a Honda", dispel the unsavory image of a
motorbike rider, late 1950s. Changing market of the 1990s, baby boomers aging,
Hondas market returning to hard core. To change this they have a new slogan
"Come ride with us".
Attitudes and attitude change are influenced by consumers personality and
lifestyle.
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Consumers screen information that conflicts with their attitudes. Distort information
to make it consistent and selectively retain information that reinforces our attitudes.
IE brand loyalty.
There is a difference between attitude and intention to buy (ability to buy).
 Personality--
All the internal traits and behaviors that make a person unique, uniqueness arrives
from a person's heredity and personal experience. Examples include:
o Workaholism
o Compulsiveness
o Self confidence
o Friendliness
o Adaptability
o Ambitiousness
o Dogmatism
o Authoritarianism
o Introversion
o Extroversion
o Aggressiveness
o Competitiveness.
Traits effect the way people behave. Marketers try to match the store image to the
perceived image of their customers.
There is a weak association between personality and Buying Behavior, this may be
due to unreliable measures. Nike ads. Consumers buy products that are consistent
with their self concept.
Lifestyles--
Recent US trends in lifestyles are a shift towards personal independence and
individualism and a preference for a healthy, natural lifestyle.
Lifestyles are the consistent patterns people follow in their lives.
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EXAMPLE healthy foods for a healthy lifestyle. Sun tan not considered fashionable
in US until 1920's. Now an assault by the American Academy of Dermatology.
Social Factors
Consumer wants, learning, motives etc. are influenced by opinion leaders, person's
family, reference groups, social class and culture.
 Opinion leaders--
Spokespeople etc. Marketers try to attract opinion leaders...they actually use (pay)
spokespeople to market their products. Michael Jordon (Nike, McDonalds,
Gatorade etc.)
Can be risky...Michael Jackson...OJ Simpson...Chevy Chase
 Roles and Family Influences--
Role...things you should do based on the expectations of you from your position
within a group.
People have many roles.
Husband, father, employer/ee. Individuals role are continuing to change therefore
marketers must continue to update information.
Family is the most basic group a person belongs to. Marketers must understand:
o that many family decisions are made by the family unit
o consumer behavior starts in the family unit
o family roles and preferences are the model for children's future family (can
reject/alter/etc)
o family buying decisions are a mixture of family interactions and individual
decision making
o family acts an interpreter of social and cultural values for the individual.
The Family life cycle: families go through stages, each stage creates different
consumer demands:
o bachelor stage...most
o newly married, young, no children...me
o full nest I, youngest child under 6
o full nest II, youngest child 6 or over
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o full nest III, older married couples with dependent children
o empty nest I, older married couples with no children living with them, head
in labor force
o empty nest II, older married couples, no children living at home, head retired
o solitary survivor, in labor force
o solitary survivor, retired
o Modernized life cycle includes divorced and no children.
Because 2 income families are becoming more common, the decision maker within
the family unit is changing...also, family has less time for children, and therefore
tends to let them influence purchase decisions in order to alleviate some of the
guilt. (Children influence about $130 billion of goods in a year) Children also have
more money to spend themselves.
Reference Groups--
Individual identifies with the group to the extent that he takes on many of the
values, attitudes or behaviors of the group members.
Families, friends, sororities, civic and professional organizations.
Any group that has a positive or negative influence on a persons attitude and
behavior.
Membership groups (belong to)
Affinity marketing is focused on the desires of consumers that belong to reference
groups. Marketers get the groups to approve the product and communicate that
approval to its members. Credit Cards etc.!!
Aspiration groups (want to belong to)
Disassociate groups (do not want to belong to)
Honda, tries to disassociate from the "biker" group.
The degree to which a reference group will affect a purchase decision depends on
an individuals susceptibility to reference group influence and the strength of his/her
involvement with the group.
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 Social Class--
an open group of individuals who have similar social rank. US is not a classless
society. US criteria; occupation, education, income, wealth, race, ethnic groups
and possessions.
Social class influences many aspects of our lives. IE upper middle class Americans
prefer luxury cars Mercedes.
o Upper Americans-upper-upper class, .3%, inherited wealth, aristocratic
names.
o Lower-upper class, 1.2%, newer social elite, from current professionals and
corporate elite
o Upper-middle class, 12.5%, college graduates, managers and professionals
o Middle Americans-middle class, 32%, average pay white collar workers and
blue collar friends
o Working class, 38%, average pay blue collar workers
o Lower Americans-lower class, 9%, working, not on welfare
o Lower-lower class, 7%, on welfare
Social class determines to some extent, the types, quality, quantity of products that
a person buys or uses.
Lower class people tend to stay close to home when shopping, do not engage in
much prepurchase information gathering.
Stores project definite class images.
Family, reference groups and social classes are all social influences on consumer
behavior. All operate within a larger culture.
 Culture and Sub-culture--
Culture refers to the set of values, ideas, and attitudes that are accepted by a
homogenous group of people and transmitted to the next generation.
Culture also determines what is acceptable with product advertising. Culture
determines what people wear, eat, reside and travel. Cultural values in the US are
good health, education, individualism and freedom. In American culture time
scarcity is a growing problem. IE change in meals. Big impact on international
marketing.
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No...but that is my opinion!!...Tea is a part of the British culture, hot with milk.
Different society, different levels of needs, different cultural values.
Culture can be divided into subcultures:
o geographic regions
o human characteristics such as age and ethnic background.
Culture effects what people buy, how they buy and when they buy.
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Company Profile
Airtel
&
Vodafone
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Company Profile of Airtel
3.1 AIRTEL
Airtel comes to you from Bharti Cellular Limited - a part of the biggest private integrated
telecom conglomerate, Bharti Enterprises. Bharti provides a range of telecom services,
which include Cellular, Basic, Internet and recently introduced National Long Distance.
Bharti also manufactures and exports telephone terminals and cordless phones. Apart
from being the largest manufacturer of telephone instruments in India, it is also the first
company to export its products to the USA. Bharti is the leading cellular service provider,
with a footprint in 23 states covering all four metros and more than 8 million satisfied
customers.
Airtel & Visual Identity
For a brand to be successful, it must build enduring relationships with its different
audiences. Integral to this relationship is the visual image of the brand the consumer
carries in his/her mind. The Airtel brand image is created through the consistent
application of a carefully developed visual identity, which helps Airtel distinguish itself in a
cluttered market. Airtel's visual identity helps create instant brand recall and strengthens
the relationships that its audiences have with it.
The Airtel visual identity has different elements that work together to create a strong and
consistent identity for the brand. The most important of these are:
The Airtel Logo
The Airtel logo is a strong, contemporary and confident symbol for a brand that is always
ahead of the rest. It is a specially drawn world mark.
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The Airtel Image style
It incorporates two solid, red rectangular forms whose counter form creates an open
doorway.
The Airtel Typographical style
The title case lettering with its capital 'A' was deliberately chosen to reinforce the brand's
leadership position. The red dot on the letterform 'I' cues Airtel's focus on innovation.. The
words 'Express Yourself' are very much part of the brand identity.
The Airtel Colour Palette
The lettering is grey so that the pure black of Airtel is visually unharmed.
BHARTI TELE-VENTURES
Bharti Tele-Ventures Limited was incorporated on July 7, 1995 for promoting investments
in telecommunications services. Its subsidiaries operate telecom services across India.
Bharti Tele-Ventures is India's leading private sector
provider of telecommunications services based on a strong customer base consisting of
approximately 11.84 million total customers which constitute, approximately 10.98 million
mobile and approximately 857,000 fixed line customers, as of March 31 , 2005
Corporate Structure
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Organisational Structure
Mobile Division
Overview
Bharti Tele-Ventures vision for its mobile business is “To make mobile communications
a way of life and be the customers first choice”.
The mission is to meet the mobile communication needs of the customer through 1) error
free service 2) Innovative products and services and 3) cost efficiency. The Company’s
strategic objective is to consolidate its leadership position amongst the mobile service
providers in India.
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The Indian mobile market, according to the COAI, has increased from approximately 3.6
million subscribers as of March 31, 2005 to approximately 51.03 million subscribers as of
March 31, 2008.
Despite this rapid growth, the mobile penetration rate in India, at approximately 6.9% as
of March 31, 2008, is significantly lower than the average mobile penetration rate in other
Asian and international markets.
The number of mobile subscribers in India is expected to show rapid growth over the next
four years. By 2012 it is projected at 60 million by COAI and 52 million by Gartner.
Bharti Tele-Ventures believes that the demand for mobile services in India will continue to
grow rapidly as a result of the following factors:
 Lower tariffs and handset prices over time;
 Growth in pre-paid customer category;
 Greater economic growth & continued development of India's
economy;
 Higher quality mobile networks and services; and
 Greater variety and usage of value added services.
Bharti Tele-Ventures, through its subsidiary has the licenses to provide GSM services in
all the twenty-three telecom circles in India. It proposes to consolidate all its subsidiaries
providing mobile services under Bharti Cellular Limited.
As of March 31, 2008, 100% of India's total mobile subscriber market resided in the
Company's twenty three mobile circles, which collectively 100% of India's land mass.
Recent Achievements of Bharti Cellular Limited
With the Indian economy showing signs of a continued and robust growth in the coming
years, telecom cannot have a different outlook. Recent developments in the Indian
telecom sector have brought the world focus on what is being pronounced as the fastest
growing telecom market in the world. While crossing the landmark 200 mn subscribers
has indeed brought Indian telecom sector in the big league telecom markets, the best
ever rate of growth that we see is the added silver lining. No wonder the world focus is on
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India, which in all modesty is bound to become the second largest telecom sector in the
world, after China. The telecom story unfolding in India has enough spice for any
aggressive player because the market is just growing and will continue to see more
action!
Bharti Airtel Ltd announced that it has crossed the 25-million customer base mark. In a
statement issued here, the company said, "The 25 million customer base covers mobile,
landline as well as broadband customers."
This customer base was achieved in just over 10 years, making Bharti Airtel one of the
youngest companies in the category, the company claimed. Mr Manoj Kohli, President,
Bharti Airtel said, "It is indeed a remarkable achievement not only for us at Airtel, but also
for the country as it clearly underlines the coming of age of the Indian telecom sector.
Bharti Airtel's exponential growth highlights the undisputed position of India as the
telecom hotspot of the world as the economic development of a country is very clearly
linked with telecom penetration."
Strong focus on external as well as internal customers, strategic business alliances and a
scalable business model have together helped Bharti Airtel to achieve leadership position,
he added. The achievement comes shortly after Bharti Airtel was ranked among the top
10 best performing companies in the world in the globally renowned Business Week IT
100 list.
Strong Signs of growth
The set target of reaching around half a billion customers by 2010 and a teledensity of
around 45% seems achievable. What gives the industry the confidence of achieving
these numbers is the investor-friendly government policies, a consistently strong GDP
growth, the exploding young population and the Indian business model of being profitable
despite having the lowest tariff in the world. A case in reference can be the Indian market
currently re-attracting foreign players, who had abandoned the market for lucrative
propositions. The resurgent India story can be attributed to the phenomenal growth in the
BPO sector, growth in industrial production, housing sector, agricultural, fresh demands
from the burgeoning middle class population, investments in infrastructure, and finally
exports that strengthen our 'made in India' tag. On top of flexing muscles in the home turf,
Indian operators/players have become more aggressive by spreading their wings abroad
by aquiring new licenses and existing companies.
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Innovative technologies
In the wake of the western markets promising sluggish growth in the wireless, broadband
and fixed line segments, and investors turning heat on telecom giants being forced to
exist saturated markets, any action in India will be worth watching. I see substantial
telecom growth happening in the next two to four years with a slight slowdown in
investments later. The intensification of growth will be primarily driven by the wireless
market especially the 2.5G, 3G and WiMax in that order. With wireless users being
around 55% of the current population, there is vast scope for expansion of the 2.5G
network to provide the basic voice connectivity to the masses. Every operator intends to
seize the opportunity to grab the land and plans major investments in the area. Despite
almost a simultaneous deployment of 3G and WiMax in India, 3G is likely to have a
scorching growth depending on the availability of the spectrum. The current 2.5G
scenario in major cities shall add to the compulsion of operators to deploy 3G networks to
take advantage of the capacity and the device savvy Indian urban population. The Indian
urban market is as demanding as any other developed nations which has been proved by
the success of applications launched by service providers like CRBT and music
downloads. 3G brings in a broadband pipe to the wireless device thereby enabling launch
of bandwidth intensive services such as video streaming and mobile TV. Value added
services such as video on demand, video streaming, etc would be on customers' most
favored list when India embraces 3G.
With the government focus on broadband penetration and initiatives like e-Governance
and m-commerce, 3G and WiMax shall complement each other to drive the broadband
penetration from the current dismal levels of 1.8 mn to a target of 20 mn by 2010 which
may seem overambitious to somebody who is new to the Indian telecom sector. While
markets for these innovative technologies would be large cities and metros, rural India is
thriving to get their pie.
Highlights for Third Quarter ended December 31, 2007
 Market leader with a market share of all India mobile subscribers at 23.6%.
 Highest ever-net addition of 63.9 lakh customers in a single quarter.
 Total Revenues of Rs. 6,964 crore (up 42%Y-o-Y).
 EBITDA of Rs. 2,963 crore (up 48%Y-o-Y).
 Cash Profit of Rs. 2,882 crore (up 35% Y-o-Y).
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 Net Income of Rs. 1,722 crore (up 42%Y-o-Y).
Accomplishments
 The largest private sector integrated telecommunications services group in India in
terms of the number of customers.
 Largest Mobile footprint in India, covering 23 circles of INDIA.
 Proven track record of managing growth - both organic as well as by way of
acquisitions.
 First and largest private telecommunications services company offering fixed-line
services in India.
 Existing foreign shareholders have acquired direct and indirect equity interests in
the Company for a total consideration exceeding US$1 billion.
 First private telecommunications company to launch long distance services.
 First off the block to launch fixed-line services in all the four circles of Delhi,
Haryana, Karnataka and Tamil Nadu.
Airtel Mobile Strategy
 Capture maximum telecommunications revenue potential with minimum
geographical coverage to maximize its revenues and margins.
 Build high quality mobile networks by deploying state-of-the-art technology to offer
superior services.
 Use the experience it has gained from operating its existing mobile networks to
develop and operate other mobile networks in India and to share the expertise
across all of its existing and new circles.
 Attract and retain high revenue generating customers by providing competitive
tariffs, offering high quality customer support, proactive retention programs and
roaming packages across all of its mobile circles.
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 Provide affordable tariff plans to suit each segment of the market with a view to
expand the reach, thereby increasing the mobile customer base rapidly.
Vision
To be globally admired for telecom services that delight customers.
Mission
We will meet global standards for telecom services that delight customers
through:
• Customer Service Focus
• Empowered Employees
• Innovative Services
• Cost Efficiency
Services
Airtel Prepaid
Airtel Prepaid, the Ready Cellular Card from Airtel comes to you from Bharti Enterprises,
India's leading integrated telecom service provider. Going mobile with Airtel Prepaid is a
new way of life. With a host of great features, also simple to use, Airtel Prepaid makes
everything that you dreamt and believed, possible.
Airtel Postpaid
Airtel welcomes you to a vibrant world of unlimited opportunities. More exciting,
innovative yet simple new ways to communicate, just when you want to, not just through
words but ideas, emotions and feelings. To give you the unlimited freedom to reach out to
your special people in your special way.
Airtel Roaming
Airtel's Roaming service allows you to use your mobile phone to make or receive calls
from almost anywhere in India and abroad.
Airtel Roaming gives you two great options:
 Airtel National - Enjoy roaming in India across 42 partners networks and over 750
cities.
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 Airtel International - Roam across international destinations, in nearly 119
countries including USA, Canada, UK etc. with 284 partner networks.
Long Distance
Now experience complete freedom like never before with Airtel! Our National Long-
Distance facility allows you to make long distance calls in India and
Overseas from your cellular phone. This service is applicable to both Postpaid and
Prepaid customers.
VALUE ADDED SERVICES
Caller Identification (CLIP)
Call Identification gives you the power to know the phone number of the calling party
even before you answer the call, thus giving you the choice to either reject or take the
call. It provides the added advantage of saving the incoming number directly in the
Handset Phone Book. So that the next time you want to call the same person, you don't
need to retype his number, simply use your phone book.
Dial-a-service
With Airtel's information services you can get upto-the-minute cricket scores, order
flowers as well as send couriers or check your daily horoscope.
FAX & DATA
Airtel brings you Fax and Data Service where you can take your office wherever you go.
You can send and receive data/fax documents, access the Internet, email accounts as
well as corporate databases whenever you are on the move.
GPRS / MOBILE OFFICE
Mobile Office provides you with access to e-mail and Internet any time and anywhere,
even while on the move. It is an indispensable asset for traveling executives, as it
enables you to be in touch when at airports, hotels etc. So whether you're in Mumbai or
not, you'll be never be short of Internet access. Now you can access official mail, refer to
sites for information and do everything that you would, on the Internet. This new-age
product is made possible through Airtel's GPRS (General Packet Radio Services)
technology.
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GPRS Mobile Office service has the following features:
a) Access the Internet anytime, anywhere (across all Airtel circles in India)
b) No airtime charges
c) Cheaper than connecting through land line
e) A minimal monthly subscription fee
VOICE MAIL SERVICES
Voice Mail allows you to receive messages even when your handset is switched off or
when you are outside coverage area. You can then retrieve these messages at your own
convenience.
CALL CONFERENCING
With Airtel call conferencing, teleconference with 6 people simultaneously. You can also
have the liberty of setting up a conference even when the other five individuals are using
a landline.
Airtel Presents... HELLO TUNES
With Hello Tunes when you dial an Airtel Subscriber’s mobile,
you will hear the song that he/she has selected for you!!
FEATURES
‘Song of the Day' at the top of the menu to make first time selection easy
Various language options : Select from English to Kannada (over 5 different
languages)
Content represents all major languages
Everyone-tune: one song for all callers
Special tune: personalized song for specified caller
Easy Billing
Now enjoy the luxury of viewing details of your last 3 billing cycles and the convenience of
paying your Airtel bill online! Experience complete freedom with Airtel!
Subscription Services
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With Airtel's Subscription Services, you can subscribe for cool alerts at the click of a
button! What's better is that you can receive updates automatically on your Airtel phone
without requesting everyday.
Daily News Alerts
With Airtel News Alerts, be in touch with the latest happenings around the world, all the
time. Get 2 news bulletins sent to your Airtel phone, courtesy AajTak, the 24-hour news
channel from India Today Group.
Daily Astrology Alerts
Your future lies in your Airtel phone. Literally! Get daily forecasts of each sun sign from
renowned astrologer Ma Prem Usha.
Daily Joke Alerts
Crack up with laughter with Airtel's daily joke alert. Get the funniest jokes that you can
forward to your friends to brighten up their day too.
Daily Business Alerts
For the latest buzz on the business scenario, now you never have to look very much
further than the palm of your hand. Airtel brings you the daily business news and stock
alerts, courtesy Business Today, the leading publication on business news & stories.
Daily Filmi Gossip
Want the latest khabar on Lara, Salman, Cameron and Toby? Tune into Airtel's Filmi
Gossip, with the latest buzz about your favourite Hollywood and Bollywood stars.
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3. 2 Company Profile Of Vodafone
Today, in India, becomes Vodafone. Now, the pink color logo of will be replaced by
Vodafone Essar’s corporate red colored one.
In 2005-06, the Orange brand in Mumbai was phased out to introduce (now Vodafone).
The company also changed the colors of its logo from orange to pink last year.
After acquiring 67 per cent of stake (around Rs. 250 crores) in ison Essar from Hong
Kong-based ison Whampoa, Vodafone Essar is expecting to touch over 35 million
customers across 400,000 shops and thousands of ’s own employees along with
employees of its business associates.
Asim Ghosh, MD, Vodafone Essar, said “We’ve had a good innings as in India and
today marks a new beginning for us, not as a departure from the fundamentals that
created , but an acceleration into the future with Vodafone’s global expertise.”
Vodafone CEO and Vice-Chairman Arun Sarin of the joint venture Vodafone Essar
will be landing in India for the meeting that would discuss branding exercise, expansion
plans, spectrum requirements for its expanding subscriber base and future plans.
Vodafone offers a host of premier value added services (VAS) including national and
international roaming in over 70 countries in over 160 networks, Wireless Application
Protocol (WAP), short message service, voice mail service, auto roam, fax and data,
cricket updates, M-banking, general information, tarot line, etc. The company launched
WAP in Delhi in October 2000, much before its rival Bharti. It has 5000 WAP customers,
as in December 2000. The company has been a prime mover in introducing these value-
added services in the Delhi circle.
The values are stated simply. To be fair and transparent in what they do and how they do
it. To provide the quality services with more customer friendly practices. To make one’s
communications experience simple, pleasurable and fun. Where he doesn't simply get
technology - but technology that is relevant. Where solutions are not just promised in the
future - but delivered in the present.
 CORE VALUES
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 We shall uphold the dignity of the individual
 We shall honor all commitments
 We shall be committed to Quality, Innovation and Growth in every endeavor
 We shall be responsible corporate citizens
Vodafone Logo
Services
Staying connected becomes a lot easier with Vodafone. We have a wide range of
services you can access right from your Vodafone phone. From cell banking to flight
updates to call management services, get all that you want, instantly.
Dial 600 to activate
To activate these values added services on your Vodafone phone simply dial 600 and
access our Interactive Voice Response system.
SMS
Message your family and friends through Vodafone SMS Services. It's convenient and
affordable. Communicate with cell phone users in over 100 countries and anywhere in
India - by sending and receiving text messages.
Pay just Rs. 1.50 per message for sending SMS anywhere across the country.
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SMS Chat
Now, you can chat on your Vodafone phone with as many people as you want. Its fun and
as simple as sending an SMS. Your identity will remain anonymous as your phone
number is never displayed during the chat. You can have your own profile and chat name.
You can also create your own chat rooms or chat in the different rooms that already exist
including: Teens, 20s, 30s, Office, Bollywood, Delhi.
All you have to do is type in your messages and send them to 2428. You will be charged
Rs. 2 per outgoing message. Incoming messages are free.
Vodafone Online
Get all the useful information you need directly on your Vodafone phone - with Vodafone
Online. Including cricket, finance, entertainment, weather, astrology and more.
 Simply go to the Vodafone Online menu on your Vodafone phone. If you do not see
the Vodafone Online menu on your phone, send HELP to 123. We will send you the list
of keywords.
 Scroll to the topic on which you need information.
 Select the information and key input as requested on the screen.
You will be charged Rs. 2 per outgoing message. Incoming messages are free.
MTNL Directoy
With this facility you can get to know the address and telephone no. of MTNL users.you
will be charged Rs.2 per outgoing message.
STD / ISD Codes
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You don't need to look up your diary or a phone directory to find out STD and ISD codes.
You can find it directly through your Vodafone phone.
Ringtones & Logos
Now you can change the ringtone on your Vodafone phone according to your moods. You
can download logos as well. With the Vodafone and Yahoo! tieup you have hundreds of
tunes and logos to choose from.
For every ringtone downloaded, you will charged Rs. 7.00 (including the cost of SMS
sent). For every logo/picture message downloaded, you will charged Rs. 3.00 (including
the cost of SMS sent).
Flash & Blink
Vodafone now offers you two exciting ways to send messages. You can make your
message flash directly on your recipient’s screen instead of the inbox. You can also
highlight the important parts of your message through blinks. So your text messages
become not only more visible, but more effective too.
Dial-in Services
Vodafone brings you more conveniences at your fingertips. Use our Dial-in-Services to
check cricket scores, horoscope, up-to-the minute news and other relevant information on
services that touch your everyday life.
All Dial-in-Services carry a flat charge of Rs 6 per minute (1 min pulse).
Here's a shortlist of services you can access –
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Service
Numb
er
NDTV Online 123
Info Line 301
Dial-n-Deliver 306
Cricket Online 123
Tarot Line 314
Cell Rashi 315
Dial-a-Pizza 303
Dial-a-Cab 335
Voice Response Service 123
There are occasions when you may not want to take a call, or your Vodafone phone
maybe busy or simply unreachable. By paying a nominal monthly access fee, you can
now retrieve your messages at your convenience. Even if you are roaming, you can
retrieve your messages from your voice mailbox through a fixed line, anywhere on earth.
Your Vodafone voicemail can
 Hold up over 17 messages at a time.
 Receive a message that lasts up to 90 seconds.
 Store a message for as long as you want.
 You can also record your voice signature and welcome message.
Calling Line Identification
You can check your caller's telephone name and number on your phone screen whenever
you receive a call. This gives you the flexibility to either accept or reject an incoming call.
This service is also helpful in identifying your missed calls.
You can access this service by just paying Rs. 49 per month, if you are a postpaid
customer. This service is absolutely free if you are a Vodafone Prepaid customer.
Itemized Billing
As a Vodafone Postpaid customer, you can choose to receive an itemized bill at the end
of each month. This is a detailed billing statement which helps you keep track of all your
calls. Your itemized bill includes:
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 Origin of the call
 Destination of the call
 Duration of the call
 Toll charges
 Airtime and total charge
Get your itemized bill.
 Via post: Pay a monthly rental of 49 only.
 Via e-mail: Pay just Rs. 19 per itemized bill.
Fax & Data Services
This service enables you to constantly keep in touch with your office, colleagues and
information sources. You can send or receive faxes and transmit data using your
Vodafone phone anytime, anywhere. Whether you are operating from home,
Hotels and airport lobbies.
At speeds of up to 9600 bps within the network or while roaming. You can even access
the Internet.
All you need is a handset compatible data card (PC Card) or a GSM Software, and a data
chord cable with a PC to set up a mobile office.
You can also opt for either Vodafone Fax or Vodafone Data services independently.
Your Vodafone fax number can help you differentiate between incoming voice calls and
fax transmissions. You can also send and receive faxes anywhere on earth with your
Vodafone phone
By opting for the Vodafone Data Services you can access e-mail, databases and the
Internet. All on your single incoming data number.
Charges to activate the Vodafone Fax and Data service, you just need to pay a one-time
activation fee of Rs 500. To access the Fax service, the fee is Rs. 250. The usage
charges are nominal at Re 1 per minute.
Call Management Services
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There may be occasions when you need to conference with up to six people at a time or
talk to just two. Or you are speaking to someone and want to forward an incoming call to
another phone. With your Vodafone phone, you can do this and more. Vodafonehelps you
manage your calls effortlessly so that you stay in control of your conversations, always.
Voice Response
Get your Vodafone phone to respond directly to your commands. Custom designed to
recognize Indian voices and accents, the Voice Response service makes your life more
convenient. You can get the latest updates on news, stocks, cricket and your horoscope.
Airtime charges will be Rs.6 per minute (1 minute pulse).
Voice Messaging
Voice Messaging has become even more affordable. You can now send voice messages
to cellular phones as well as fixed telephone lines in USA or Canada for just Rs.3.95 per
min* (as against Rs.4.95 per min earlier).
Voice messages within India across select networks will cost you Rs. .95 per min only.
Also, recipients of the cellular Voice Messaging service have the option of replying back
to the messages, which get returned back as return Voice Mail messages, facilitating two-
way (though not simultaneous) voice communication.
Yahoo! Messenger For SMS
You do not have to wait to get a PC to use the Yahoo! Messenger. With the exclusive
Vodafone-Yahoo! tie-up, you can easily get connected through your Vodafone phone.This
unique messenger comes with a lot of exciting features. You can connect with all Yahoo!
Messenger users, send, receive and reply to instant messages, view and manage your
friend list and also manage authorization requests. All this and more just by using SMS.
Cell Banking
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Vodafone now puts the bank in your pocket with Cell Banking. Access your bank account
and transact directly on your Vodafone phone by sending text messages.
The first of its kind in India, this service enables you to conduct your banking without
having to visit the bank or making a call.
You can do Cell Banking from over 90 countries worldwide.
Roaming
Now you can always stay connected, no matter where you are. With the Vodafone
Roaming facility, you can use your Vodafone phone in over 100 countries worldwide and
over 1000 cities, towns and highways across India. Vodafone Roaming makes life easy
and convenient for you.
One number across the globe
Your Vodafone phone number and PIN number remains the same whether you are in
Delhi, Chandigarh, London, Paris or anywhere else in the world.
National and International Roaming on Vodafone Prepaid
Roaming on Vodafone Prepaid gives you the most extensive coverage in over 1000
cities, towns and highways across India, and in over 100 countries around the world.
Enjoy Roaming on your Vodafone Prepaid card and stay in touch wherever you go.
Yahoo! Mail For SMS
You can now directly access your email account on Yahoo! Mail on your Vodafone
phone. What’s more, you do not need a WAP enabled handset for this service as it is
based on SMS. So gain freedom from your PC and access your Yahoo! mails anytime,
anywhere on your Vodafone phone.
WAP
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With WAP, you can have the Internet directly in your pocket. So if you are looking for
quick and easy delivery of information and services, your Vodafone phone can show it all.
Use it to check out news, finance, shopping, entertainment, travel, entertainment and city
service information etc.
To access this service all you need is a WAP enabled handset and WAP services
activated on your Vodafone phone. This service comes to you at a nominal charge of Re.
1 per minute (1 min pulse).
Group Messaging
Party invitations, movie outings, festive greetings... whatever be the occasion, you can
send your message to all your friends at one go!
With Group Messaging from Vodafone, you can thus save yourself the bother of
painstakingly sending your message to one person at a time whether you are on
Vodafone Prepaid or Postpaid.
Vodafone4help
Vodafone4help now lets you take advantage of a lot more services than before. You can
connect to the nearest fire brigade or mechanic or florist or even order a pizza. If you are
stranded in the middle of the road, or if you you need immediate medical attention or if
you are looking for a police station close by, Vodafone4help gives you instant access to
your nearest source of help, anywhere in Delhi or the NCR.
All the help services are charged@Rs.6/min. while for police and fire help only local
airtime charge is applicable.
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OBJECTIVE & SCOPE
Objective
The research is a cross sectional analysis between two cellular service of Delhi namely
AIRTEL and VODAFONE. This research is done to find the following objectives:
1) What is the consumer satisfaction level by the services offered from the
service provider (Airtel and Vodafone)
2) What are the expectations of the consumers from the service providers.
(Airtel and Vodafone)
515151515151515151515151

Scope
The given project is to analyze the overall satisfaction of subscribers with
their mobile service provider. The scope for the research is not very big.
The area of study of the researcher was Delhi region. Marketing is
innovative field. Here nothing can be assumed. Whatever ideas we
generate, we have to test them and they must be supported by proved
results. For this, marketing research is very important. Comparative study
is one such aspect that is very difficult to measure by guesswork.
Anything you say about it, it must be based on reliable research. I am
going to do a “ASSESSMENT AND COMPARISON OF CUSTOMER
SATISFACTION LEVEL BETWEEN AIRTEL Vodafone”.
To justify the customer satisfaction level by services from service
providers I have undertaken small survey. This survey throws light on
many things like what are the various services with which they are
satisfied and dissatisfied, what are the expectations of customers from
service provider. To facilitate our purpose, I have formed a questionnaire
and asked 200 respondents (100 Airtel and 100 Vodafone users) to fill it.
525252525252525252525252

Research Methodology
5 Research Methodology
5.1. INTRODUCTION
This chapter aims to understand the research methodology establishing a framework
of evaluation and revaluation of primary and secondary research. The techniques and
concepts used during primary research in order to arrive at findings; which are also
dealt with and lead to a logical deduction towards the analysis and results.
5.2. RESEARCH DESIGN
The researchers propose to first conduct a intensive secondary research to
understand the full impact and implication of the industry, to review and critique the
industry norms and reports, on which certain issues shall be selected, which the
researchers feel remain unanswered or liable to change , this shall be further taken
up in the next stage of exploratory research. This stage shall help the researchers to
restrict and select only the important question and issue, which inhabit growth and
segmentation in the industry. These set of questions are then proposed to be studied
under a descriptive research setting finally leading to formation of hypotheses and
testing under causal research.A research design is purely and simply the framework
or plan for a study that guides the collection and analysis of data. The survey
research was used in this project, because consumer’s feedback was necessary for
obtaining the data.
535353535353535353535353

5.3. Data Sources
New data gathered to help solve the problem at hand. As compared to secondary
data which is previously gathered data. An example is information gathered by a
questionnaire. Qualitative or quantitative data that are newly collected in the
course of research. Consists of original information that comes from people and
includes information gathered from surveys, independent observations and test
results.. Data gathered by the researcher in the act of conducting research. This is
contrasted to secondary data which entails the use of data gathered by someone other
than the researcher information that is obtained directly from first-hand sources by
means of surveys, observation.
Primary data was collected by the questionnaire based market survey. In this survey
100 AIRTEL and 100 VODAFONE mobile users were surveyed.
Secondary data was obtained from journals, magazines, newspapers, books and of
course the Internet. Information that already exists somewhere, having been
collected for another purpose. Sources include magazines, various web sites, and
subscription services. Data that have already been collected and published for
another research project (other than the one at hand). There are two types of
secondary data: internal and external secondary data. Information compiled inside or
outside the organisation for some purpose other than the current investigation. Data
that have already been collected for some purpose other than the current study.
Researching information which has already been published. Market information
compiled for purposes other than the current research effort; it can be internal data,
such as existing sales-tracking information, or it can be research conducted by
someone else, such as a market research company.
Secondary source of data used consists of books and websites
545454545454545454545454

5.4. Research Instrument
For doing the survey research, structured questionnaire with both open-
ended and closed-ended questions was used.
Mode of Survey
The mode of survey was personal interview with the respondents during the
filling up of the questionnaires.
Sample Size
A sample size of 200 respondents is used for the study.100 AIRTEL and 100
VODAFONE customers were contacted and interviewed.
Sample Unit
This study was basically an opinion survey of the residents of Delhi – who are
cell-phone users – regarding their views on the cellular service providers.
Place of Study
Delhi region.
5.5. LIMITATIONS:
 Observations of a particular case cannot be universally applied to all instances
Universally.
 Data made available by interviews and existing documents may be biased.
 For the sake of convenience the sample size taken is very small so as to be a true
Representative of the entire population.
555555555555555555555555

 Many factors like predetermined company strategy, hierarchy etc. make a
company’s framework pretty different from others thus, there are many
assumptions inherent in the nature of the case itself.
 Parameters taken in the questionnaire might be insufficient to represent al the
issues.
565656565656565656565656

Findings & Analysis
575757575757575757575757

6. Findings & Analysis
A sample size of 200 respondents (100 Air Tel and 100 Vodafone Users) was used for
obtaining the information for this study.
6.1. The Break Up:
The break up of the respondents is shown as follows on the basis of Age, Sex, Education
Level & Occupation:
Age
Upto 25 Yrs. 66 33%
26-35 82 41%
36-45 40 20%
46 and above 12 6%
33%
41%
20%
6% Upto 25 Yrs.
26-35
36-45
46 and above
Out of the total respondents 66(33%) are of the age of below 25 years
Out of the total respondents 82(41%) are of the age of below 2 6-35 years
Out of the total respondents 40(20%) are of the age of below 36-45 years
Out of the total respondents 12(6%) are of the age of below 46 & above years
585858585858585858585858

SEX
MALE 136 68%
FEMALE 64 32%
68%
32%
Males
Females
The breakup of the respondents on the basis of Sex is Males 136(68 %) and Females
64( 32 %).
Education Level
High School 56 28%
595959595959595959595959

Under Graduate 24 12%
Graduate and above 116 58%
Others 04 2%
28%
12%58%
2%
High School
Under Graduate
Graduate and
above
Others
Out of the total respondents 56(28%) are have passed high school, 24(12%) are under
graduate, 116(58%) are graduates and above qualified and 04(2%) belong to other
categories
Occupation
Student 60 30%
Service Man 58 29%
Service Man 42 21%
Businessman 22 11%
606060606060606060606060

Others 18 9%
30%
29%
21%
11%
9% Student
Service Man
Professional
Businessman
Others
Out of the total respondents 60(30%) are students
Out of the total respondents 58(29%) are Service Man
Out of the total respondents 42(21%) are Professionals
Out of the total respondents 22(11%) are businessman
Out of the total respondents 18(9%) belong to other catogories
6.2. Cell phone Service subscribed by users
Airtel 100
Vodafone 100
616161616161616161616161

6.3. Category of service subscribed
Overall the results show:
Prepaid: 62% subscribers
Postpaid: 38% subscribers
62%
38%
Prepaid:
Postpaid:
6.4. Break up in terms of Airtel and Vodafone
Air Tel
Post paid 30%
Pre paid 70%
626262626262626262626262

30%
70%
Post paid
Pre paid
70% of Airtel users prefer the prepaid segment while 30% prefer the postpaid segment.
Vodafone
Post paid 46%
Pre paid 54%
54%of
Vodafone
46%
54%
Post paid
Pre paid
636363636363636363636363

users prefer the prepaid segment while46%prefer the postpaid segment.The results
clearly show that there is a larger subscriber base in the pre-paid segment, which is in
consonance with the industry figures.
646464646464646464646464

6.5. Spending Per Month By Subscribers
This shows that majority of subscribers of Airtel and Vodafone subscribers spends
between Rs.500-1000 every month.
656565656565656565656565

6.6. Time taken for activating sim
This shows that 83% of Airtel and 76% of Vodafone subscribers got their sim activated
the same day of purchase while others had to wait for next day and some for 3 days also.
This is really a trouble for subscribers waiting for activation.
666666666666666666666666

6.7. Satisfaction from Current Tariff
This show that only 61% of Airtel users and 53% of Vodafone users are very satisfied with
tariff charges.15% of Airtel and 18% of Vodafone users are dissatisfied with tariff which
could lead them to shift to other cell operator providing lower tariff.
676767676767676767676767

6.8. Satisfaction from network quality
73% of Air Tel and 67% of Vodafone users are very satisfied with network. Only 2% of
Airtel users are dissatisfied which show that their network is best. 7% of Vodafone users
reported dissatisfaction because of poor signals or no signals in basement.
686868686868686868686868

6.9. Satisfaction from SMS Service
89% of Airtel and 81% of Vodafone users shown great satisfaction from SMS service.3%
of Vodafone users shown dissatisfaction because of late delivery of messages and high
charge.
696969696969696969696969

6.10. Satisfaction from Roaming facility
62% of Airtel and 58% of Vodafone users are very satisfied with roaming facility. 10% of
Airtel and 13% Vodafone users are dissatisfied with roaming because of high charges
and poor signal strength while on roaming.
707070707070707070707070

6.11. Satisfaction from Value added Services(VAS)
Only 53% of Airtel and 48% of Vodafone users are very satisfied from VAS. 15% of Air Tel
and 14% Vodafone users are dissatisfied from VAS because they are not using these due
to high charges for these facilities.
717171717171717171717171

6.12. Satisfaction from Voice mail service
48% of Airtel and 52% of Vodafone users are very satisfied with this service. 8% of Airtel
and 5% of Vodafone users are dissatisfied from service because of high charge.
6.13. Satisfaction from Billing
Vodafone
727272727272727272727272

only 23% of Airtel and 30% of Vodafone users are very satisfied with billing. 28 % of
Airtel and 18% Vodafone users are dissatisfied with billing because of inflated bills and
delay in resolving. In this case Vodafone is better in comparison to Airtel with less billing
problems.
737373737373737373737373

6.14. Satisfaction from Customer care services
68% of Airtel and 42% of Vodafone users are very satisfied with customer care. In case of
Vodafone 18% of users are dissatisfied with customer care while in Airtel it is only 5%
which shows that Airtel is winner in terms of providing Customer Care services. Reason
for this is waiting time to talk to customer care and resolving time taken is very high in
Vodafone.
747474747474747474747474

6.15. Users planning to shift to other cell operators
16% of Airtel users are planning to shift to other cell operator because they find call
charges expensive. While 23% of Vodafone users are planning to shift because of poor
customer care and high call charges. This shows that users have much more loyalty
towards Airtel in comparison to Vodafone.
6.16. Users recommending their cell operator to others
757575757575757575757575

84% of Airtel and 77% of Vodafone users are ready to recommend others. This shows
high satisfaction level in Airtel users as compared to Vodafone.
767676767676767676767676

CONCLUSION
6.16.1.1.1.1.1. Conclusion
With the steep fall in the cost of providing cellular services, and increasing deregulation
and competition, developing countries are witnessing rapid growth in cellular subscriber
base. Indian cellular industry has been witnessing a Compounded Annual Growth Rate of
about 105.2%. It is a $5 billion industry today, and the cellular subscriber base in the
country has increased to 6.4 million from a mere 28,550 in 2004. According to reports,
Indian mobile subscriber base is expected to grow to 19.48 million in the current year, i.e.;
2008. However, the penetration rate of cellular services is very poor in developing
countries. In India, the cellular density is 0.56 per 100 population compared to 77.84 in
Finland.
777777777777777777777777

Economic conditions, market structure, policies regarding tariffs and interconnect
agreements, and customer characteristics are some of the significant forces affecting the
growth of cellular services. Since it takes about 3-4 years for cellular operators to attain
financial payback on their projects, estimates of market size can be useful for network
and investment planning. Qualitative narratives and descriptive
statistics of the cellular sector for many countries are available from a variety of industry
sources. However, rigorous empirically based studies of cellular market growth are much
more limited in number.
Moreover, these studies do not provide much insight into the mechanics of growth in
cellular markets. Such insights can inform policymakers about the process by which
growth occurs and help develop policies that can improve cellular penetration in
developing countries. They are also useful to service providers in planning their network
rollouts and services in the face of market competition.
With the introduction of new providers, the incumbents face erosion of their subscriber
base. They can take preemptive measures to improve the quality of their services
offerings, reduce prices and increase the breadth of their service offerings. The new
operators have to battle against the advantages of the incumbents such as existing
subscriber base, economies of network operations, network infrastructure and their
financial strength.
There are other idiosyncrasies that may also need to be considered. In case of India for
instance, some of the entities that have received licenses to operate as the fourth
operator in metro areas, have prior cellular network provisioning experience in selected
parts of the country. They can reduce the roaming charges when the subscriber roams in
the operator's other areas. Further, the government owned third operator, was erstwhile
monopoly operator in basic and domestic long distance services. This operator has
extensive long distance network and a sound financial base that will enable them to
cross-subsidize the cellular service and reduce prices.
787878787878787878787878

o This study shows that most of the population prefer the pre-paid segment.
o 62% of Airtel and 58% of Vodafone users are very satisfied with roaming facility.
o 68% of Airtel and 42% of Vodafone users are very satisfied with customer care. In
case of Vodafone 18% of users are dissatisfied with customer care while in Airtel it
is only 5%.
o 73% of AirTel and 67% of Vodafone users are very satisfied with network.
o 89% of Airtel and 81% of Vodafone users shown great satisfaction from SMS
service.
RECOMMENDATIONS
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7. Recommendations
 Sim card activation should not take more than 24 hrs.
 More talktime should be given on recharge coupon.
 Rent should be brought down to minimum Rs.100 to attract students who forms
majority of mobile phone users.
 Calling line(CLIP) charges should be abolished as this is the necessity of mobile
users to know the number of calling party.
 Satisfaction levels of Vodafone customers are comparatively lower than Airtel
customers. They should introduce reward-based schemes for its customers.
 Network signal should reach underground basement with voice clarity. Vodafone
need to focus on it.
 Local SMS charges should brought down to less than 50 paisa as compared to
Rs.1.50. SMS is the need of students and easy way to stay in touch and have fun.
 Roaming charges should be minimized.
 Airtel must provide GPRS facility on prepaid as Vodafone does. This service is
now in very much demand as accessing e-mail,
 internet becomes easier by GPRS. Vodafone is a winner in this.
 MMS is now in demand having sound and video messages. This should be
provided at low cost.
 Billing complaints should be resolved within 24 hrs. Airtel should look into this
matter as they have more billing related issues.
818181818181818181818181

 Customer care should not take so long to provide feedback to customers.
 Call pulse rate should be reduced to 15 seconds as most call end up less than this
time. This will save money of customers.
 Customers should be given rewards or discounts for showing loyalty to service.
 Rewards to customers recommending others.
 Free unlimited call to 1 or 2 nos. on same network without any charges.(A tribute to
LOVEBIRDS)
 Free calling within the group at low monthly rental.
 Internet access on PC/LAPTOP through mobile be made cheaper.
828282828282828282828282

BIBLIOGRAPHY
8. Bibliography
 Boyd, Westfall, Stasch: Marketing Research.
( Seventh Edition)
 Research Methodology: C.R.Kothari.
(Second Edition)
 Philip Kotler: Marketing Management.( Eleventh Edition)
838383838383838383838383

Voicendata magazine. ( Edition: December 2004)
 Company brochure of Airtel and Vodafone.
 www.airtelworld.com
 www.Vodafoneworld.com
 www.google.com
 www.voicendata.com
ANNEXURE
848484848484848484848484

Questionnaire
1. NAME: _________________________
2. AGE:
(a ) upto 25 Yrs. (b ) 26-35 Yrs.
(c ) 36-45 Yrs. (d) 46 Yrs. & above
3. SEX:
(a) Male (b) Female
4. EDUCATION LEVEL:
(a) High School (b) Undergraduate
(c) Graduate & above (d) Others___________
5. OCCUPATION:
(a ) Student (b) Service Man
(c) Professional (d) Businessman
(e ) Other ____________
6. Which cell phone service you are using:
(a ) AIR TEL (b ) VODAFONE
7. Which category of service you are using:
(a) Prepaid (b) Postpaid
8. What is your spending per month:
(a) Upto 500 (b) Rs.501-1000
(c) Rs.1001-2000 (d) Above Rs.2000
9. How much time taken by your service provider to activate sim :
(a ) Same day (b) Next day
868686868686868686868686

(c) 2-3 days (d ) More than 3 days
10. To what extent you are satisfied with Current Tariff of your cell operator:
(a) Very Satisfied (b) Satisfied
(c) Satisfied to an extent (d) Dissatisfied
11. To what extent you are satisfied with Network Quality of your cell operator:
(a ) Very Satisfied ( b) Satisfied
(c ) Satisfied to an extent (d) Dissatisfied
12. To what extent you are satisfied with SMS Facility of your cell operator:
(a ) Very Satisfied ( b) Satisfied
(c ) Satisfied to an extent (d) Dissatisfied
13. To what extent you are satisfied with Roaming Facility of your cell operator:
( a) Very Satisfied (b) Satisfied
( c) Satisfied to an extent (d) Dissatisfied
14. To what extent you are satisfied with Voice Mail Service of your cell operator:
(a ) Very Satisfied (b ) Satisfied
(c ) Satisfied to an extent (d ) Dissatisfied
15. To what extent you are satisfied with Mobile Banking of your cell operator:
16. To what extent you are satisfied with Value Added Services like GPRS, MMS,
E-MAIL, Chatting, Fax etc. of your cell operator:
17. To what extent you are satisfied with Billing by your cell operator:
(c) Satisfied to an extent ( d) Dissatisfied
18. To what extent you are satisfied with Customer Care Service of cell operator:
878787878787878787878787

19. Are you planning to Shift to other cell operator in near future:
(a ) Yes (b ) No
20. Are you going to Recommend your cell operator to others:
(a ) Yes (b ) No
21. Any Suggestions to service provider:
CUSTOMERS DATABASE
NAME SEX AGE
Dheeraj Miglani M 1
Anuj Sood M 2
Anuj Gupta M 3
Mofij Ahmed M 3
Miss Deepa F 2
Aman Singh M 3
N Durga Rao M 1
Pooja Tanton F 3
Mrs Bharti F 1
Mrs Sheila F 1
Mrs Jyoti Shah F 1
Kiran Kumar F 1
Charanjit Singh M 2
Arpit M 2
Sanjeev Mishra M 3
Kartik Sharma M 2
Prince Ahuja M 1
Manoj Kumar Bhola M 1
Devesh Arora M 1
Vinay Prakash M 2
Prabhat Kumar M 2
Shweta Bakshi F 3
Deepak Vij M 1
Barnali Patgiri F 3
Pradeep Sambyal M 3
Deeraj Kumar Sharma M 4
Gyanendra Dev M 2
KJS Kochar M 2
Sanjiv Khurana M 2
Pooja Thapar F 1
888888888888888888888888

Anita Dhillon F 1
Jyoti Lahiri F 1
Kapil Dev Sharma M 2
Sudeep Bhatt M 2
Naveet Lomish M 2
Saya Chopra F 2
Sonaal Pandit M 3
Ranjiv kapur M 3
Vishal Dewan M 4
Raj Malhotra M 2
Vinay Kapoor M 1
Reena Sethi F 1
Sunil K Gambhir M 1
Lukose K Joseph M 1
Nidhi Arora F 1
Harish Taneja M 2
Sheetal F 2
Shweta Paul F 2
B N Jha F 3
Mayank Sharma M 3
Sachin Deshmukh M 2
Rahul sethi M 2
Abhishek Prashad M 2
Shaji Kuruvilla M 2
Rajesh Sadhu M 4
Moitree Sinha M 2
Shameen Rocha F 3
Terry O Conner F 2
Aruna Khan F 2
Neela Bhowmik F 2
Sudha Choudhry F 1
Lynnette Nath F 2
Ashish Kumar M 1
Bhawna Makhnotra F 1
Sunil Sharma M 2
Rajit Mehta M 3
I.S. Sandhu M 4
Sameema Bano F 2
Rajesh Sud M 3
Vijay Gupta M 2
Pramod Radhakrishnan M 2
Vipin jain M 3
Baishali Ghosh M 2
I B Sahay M 2
Praneet Singh M 3
898989898989898989898989

Ritesh M 2
Nitin Saini M 1
Jyoti shahi M 1
Rajesh Sadhu M 1
Moitree Sinha M 2
Shameen Rocha F 2
Terry O Conner F 2
Aruna Khan F 3
Neela Bhowmik F 4
Sudha Choudhry F 2
Lynnette Nath F 3
Bhawna Makhnotra M 2
Sunil Sharma M 1
Rajit Mehta M 2
Mayank Sharma M 3
Sachin Deshmukh M 2
Rahul sethi M 2
Shaji Kuruvilla M 1
Moitree Sinha M 1
Alok Nath F 2
Eunice Stephen F 1
Sabreena R Grimm F 2
Ashish Kumar M 1
Sunil Sharma M 3
Rajit Mehta M 2
I.S. Sandhu M 4
PS Anantha Narayanan M 2
Rajesh Sud M 2
Vijay Gupta M 2
Vipin jain M 1
Baishali Ghosh M 2
Payal F 1
Praneet Singh M 1
Ritesh M 1
Nidhi Arora F 1
Harish Taneja M 4
Sheetal F 2
B N Jha F 3
RASHMI F 3
RAJSHREE F 1
Dheeraj Miglani M 1
Anuj Sood M 2
909090909090909090909090

Anuj Gupta M 3
Mofij Ahmed M 3
Rakesh M 2
Aman Singh M 3
N Durga Rao M 1
saurabh pandey M 3
Mrs Bharti F 1
Mrs Sheila F 1
Mrs Jyoti Shah F 1
Kiran Kumar F 1
Charanjit Singh M 2
Arpit M 2
Sanjeev Mishra M 3
Kartik Sharma M 2
Prince Ahuja M 1
Manoj Kumar Bhola M 1
Devesh Arora M 1
Vinay Prakash M 2
Prabhat Kumar M 2
Shweta Bakshi F 3
Deepak Vij M 1
Barnali Patgiri F 3
Pradeep Sambyal M 3
Deeraj Kumar Sharma M 4
Gyanendra Dev M 2
KJS Kochar M 2
Sanjiv Khurana M 2
Pooja Thapar F 1
Anita Dhillon F 1
Jyoti Lahiri F 1
Kapil Dev Sharma M 1
Sudeep Bhatt M 2
Naveet Lomish M 2
Saya Chopra M 2
Sonaal Pandit M 3
Ranjiv kapur M 3
Vishal Dewan M 1
Raj Malhotra M 2
Vinay Kapoor M 1
Reena Sethi F 1
Sunil K Gambhir M 1
Lukose K Joseph M 1
Nidhi Arora F 1
Harish Taneja M 2
Sheetal F 2
919191919191919191919191

Shweta Paul F 2
B N Jha F 3
Mayank Sharma M 3
Sachin Deshmukh M 1
Rahul sethi M 2
Shaji Kuruvilla M 2
Rajesh Sadhu M 4
Moitree Sinha M 2
Shameen Rocha F 3
Terry O Conner F 2
Aruna Khan F 4
Neela Bhowmik F 2
Sudha Choudhry F 1
Lynnette Nath F 2
Ashish Kumar M 1
Sunil Sharma M 2
Rajit Mehta M 3
I.S. Sandhu M 4
PS Anantha Narayanan M 2
Rajesh Sud M 3
Vijay Gupta M 2
Vipin jain M 3
Baishali Ghosh M 4
I B Sahay M 2
Praneet Singh M 3
Ritesh M 2
Nitin Saini M 1
Jyoti shahi M 1
Rajesh Sadhu M 1
Moitree Sinha M 2
Khushi Sharma F 1
Suruch Jain F 1
Sweta Rastogi F 1
M – Male F- Female AGE: 1- Upto 25 Years 2- 26-35 Years
3- 36-45 Years 4- 46 Years & above
929292929292929292929292

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