project report on AWCC(Afghan Wireless Communication Co..

SUMMER TRAINING PROJECT
REPORT
On
Customer satisfaction
at
AWCC
In Partial Fulfilment of the Requirements for the Award of BBA degree
Mr. Niaz Mohammad Sahil
Roll No: 130241187
BBA (International business& Marketing) 2013-16
Under the guidance of
Dr. Nishankant Ojha
Associate Professor
SBS, Sharda University
School of Business Studies
Sharda University
Plot no: 32, 34, Knowledge Park 3 Greater Noida - 20130

NIAZ SAHIL PAGE NO. 2
Certificate from the AWCC Company
To be attached

Certificate from University
To be attached

DECLARATION
I Niaz Mohammad Sahil student of BBA semester 5 (2015-16) hereby
declare that I have completed this project on AWCC customers satisfaction
survey.
The information submitted is true & original to the bestof my knowledge.
Student signature
Niaz Mohammad Sahil

PREFACE
"Anything learnt by practice is worthy than by theory."
Our degree is a professional one, and a professional must has technical
knowledge, which is achieved through experiences.
It is the requirement for the completion of BBA degree that the students has to
spend 8 weeks in an organization as internee after completing most part of his
course. Internship has specific purposes. It provides real life environment to
students where they can implement their knowledge practically, improve their
analytic and leadership skills and enhance their capabilities in different aspectof
business field. At the end of their course they have to write a report as the
requirement of degree, which improve their writing skills.
I did my internship in Afghan Wireless Communication Company
I arranged the contents of this report during my internship and all facts present in
this report are true to my best knowledge.

Acknowledgement
First, all praises go to the Almighty Allah, the most gracious, the most merciful, the
most kind & generous to man & his action. And who granted me a wealth of knowledge, love
and respect to share with my fellow beings. He gave me courage to pursue my passion against
all odds.
Completion of anything requires supports from various sources. I am very much fortunate to
get the sincere guidance and supervision from a number of persons.
I am deeply indebted to my internal guide teacher Dr. Nishankant Ojha, for his whole-hearted
supervision to me. His suggestions and comments to make the report a good one was really a
great source of spirit for me.
My heartfelt gratitude goes to Afghan government who financially sponsored me and
facilitated such a great academic environment for me.
My heartfelt gratitude goes to all faculties of School of business study as well for giving me
valuable skills, experiences, advices and suggestions to complete the whole BBA course in a
right manner.
It is my pleasure to them and my grateful appreciation goes to AWCC authority for rending me
their expertise, knowledge and giving me opportunity of having a practical experience the this
internship program.
At the end I would also like to thanks my parents who motivated me and that motivation led
to the successful completion of the report and also all my mates who took time out of their busy
lives to help me complete this report.
Niaz Mohammad Sahil

Contents
CHAPTER -1..............................................................................................12
COMPANY PROFILE..................................................................................12
1. INTRODUCTION ....................................................................................13
2. OBJECTIVE OF STUDY:.........................................................................15
3. BENEFITS OF STUDY:...........................................................................15
4. COMPANY PROFILE..............................................................................16
5. MISSION.................................................................................................18
6. VISION....................................................................................................18
7. BRIEF HISTORY OF THE ORGANIZATION............................................19
8. EHSANOLLAH 'EHSAN' BAYAT (CEO) ...................................................21
9. ACHIEVEMENTS....................................................................................23
CHAPTER .2..............................................................................................26
SOCIAL RESPONSIBILITY..........................................................................26
10. SOCIAL RESPONSIBILITY....................................................................27
11. ORGANIZATIONAL STRUCTURE.........................................................33
12. PERFORMANCE:..................................................................................34
13. PRODUCTS/SERVICES.........................................................................36
CHAPTER. 3..............................................................................................44
COMPETITORS OF AWCC.........................................................................44
14. COMPETITORS.....................................................................................45
ROSHAN ...........................................................................................................................................................................47
MTN....................................................................................................................................................................................48
ETISALAT............................................................................................................................................................................49
AFGHAN TELECOM............................................................................................................................................................50
CHAPTER. 4..............................................................................................51
SWOT ANALYSIS.........................................................................................51
15. AWCC SWOT ANALYSIS........................................................................52

15.1.STRENGTHS:.................................................................................................................................................................53
15.2.WEAKNESSES: ..............................................................................................................................................................53
15.3.OPPORTUNITIES:...........................................................................................................................................................54
15.4.THREATS: .....................................................................................................................................................................55
CHAPTER NO.5.........................................................................................56
RESEARCH METHODOLOGY....................................................................56
16. INTRODUCTION...................................................................................57
17. PROCESS OF MARKETING RESEARCH:..............................................58
17.1...PROBLEMIDENTIFICATION:.........................................................................................................................................59
17.2.RESEARCH DESIGN ........................................................................................................................................................59
a) Exploratory Research........................................................................................................................................59
b) Descriptive Research.........................................................................................................................................59
c) Causal or Experimental Researches...............................................................................................................59
17.3.DATA COLLECTION AND SAMPLING:...............................................................................................................................59
A) Sources of Data Collection:-...................................................................................................................................59
B) Data collection Tools:..............................................................................................................................................60
17.4.DATA ANALYSIS AND INTERPRETATION...........................................................................................................................61
CHAPTER. 6..............................................................................................62
DATA ANALYSIS AND INTERPRETATION..................................................62
18. DATA ANALYSIS ...................................................................................63
CHAPTER.7................................................................................................76
FINDINGS & CONCLUSION ......................................................................76
20. FINDINGS.............................................................................................77
21. CONCLUSION.......................................................................................79
22................................................................................................................80
BIBLIOGRAPHY.........................................................................................80
BOOKS:..................................................................................................................................................................................81
WEBSITES:.............................................................................................................................................................................81
23. QUESTIONNAIRE.................................................................................82

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 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.
The Afghan telecommunications sector has undergone a major process of transformation
because of significant Government policy reforms during the recent years. The Afghan
Telecom Policy focused on creating an ideal environment for investment, establishing
communication infrastructure by leveraging on technological development and providing

affordable telecom services to all. These objectives of the policies have resulted in rapid growth
of subscribers and lower tariffs. We believe that with these major initiatives of the Government,
the mobile market in Afghanistan will have a promising future.
In a country like Afghanistan 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 emerging new
technologies and the integrating economies there must be fairness among competitors.

2. Objective of study:
Following are the main objective to study about the customer satisfaction on AWCC.
a) To study telecommunication industry.
b) To study the company profile of AWCC.
c) To study customer satisfaction of AWCC.
d) To study various Marketing activities provided by AWCC.
e) To study the various services provided by AWCC.
f) To know the expectation of AWCC Customers.
3. Benefits of study:
There are many benefits related to take this study. Some of the benefits of taking this study are
as follows:
a) By analyzing this information, the company would be able to better design schemes &
services
b) By analyzing this information, the company would be able to target right prospects of
needs & wants.
c) More people will get aware about AWCC that will increase profit level of AWCC.
d) This study helps to identify the behavior of consumers.

4. Company profile
AWCC is a joint venture business between TSI (Telephone Systems International
Founded in 1998 by CEO, Afghan emigre Ehsan Bayat) in the United States and the Afghan
Ministry of Communications. AWCC signed a 15 year-contract with the Afghan Ministry of
Communications, which has a 20% stake in AWCC.
TSI has been involved in efforts to rebuild the Afghani infrastructure and bring telecom
services to the country. The company operates in Afghanistan through a joint venture with the
Afghan government known as Afghan Wireless Communications Company (AWCC); the
Afghan state owns 20% of the business which was founded in 1999 and began offering wireless
and Internet communications services in 2002. AWCC has sales and administrative offices in
several major cities across the country including Kabul, Jalalabad, and Kandahar.
Afghan Wireless, with a primary motive of connecting Afghanistan seamlessly, was the first
mobile services company in Afghanistan.
Afghan Wireless Communication Company was started in 2002 by the visionary Mr. Ehsan
Bayat, the Chairman of the Company, with a zeal to establish an Afghan company for the
people of Afghanistan.
Post the conflict era, Afghanistan faced the uphill task of rebuilding itself, the first step was to
build the communication infrastructure. Afghan Wireless promoted by Telephone Systems
International was more than eager to contribute its share in this endeavour. Today the company
stands tall with more milestones than it had initially planned to reach.
To its credit, Afghan Wireless boasts of covering all the provinces in the country and the only
one to do so.

(AWCC), serves over 4,000,000 subscribers throughout Afghanistan. Employing over 6,000
people directly and another 100,000 indirectly, Afghan Wireless is one of the largest employers
in all of Afghanistan, and is a leader in delivering wireless and broadband communication
solutions to residential and business customers.
The company as a responsible and committed corporate citizen, involves itself in to lend a
helping hand to the social causes through Bayat Foundation, an active NGO supported by
Afghan Wireless.

5. Mission
AWCC is primarily a user of technology rather than a developer of it, and this fact is
reflected in the emphasis of our work program on enabling new applications of mobile
communications, using new technology for new services, research for improving operational
efficiency and quality of our networks, and providing technology vision and leadership that
can contribute directly to business decisions.
6. Vision
Our Vision is to be the national mobile communication leader – enriching customers ‘lives,
helping individuals, businesses and Communities be more connected in a mobile world.

7. Brief history of the organization
Afghan Wireless pioneered the advent of modern day telecom in Afghanistan as Afghanistan's
first GSM Service provider. AWCC is a joint venture business between TSI in the United States
and the Afghan Ministry of Communications. Afghan Wireless saw the future of
communications in Afghanistan when others only dreamt about it. Inaugurated in April 2002
by his Excellency Hamid Karzai, Afghan Wireless made history by providing public Mobile
Telecommunication and Internet services for the first time in Afghanistan. Today, AWCC
continue to push the boundaries of Telecommunications by developing new services and
expanding coverage throughout Afghanistan.
Afghan Wireless is a privately-owned company, founded by Ehsan Bayat with the vision to
connect Afghanistan with the wider world through technology. AWCC are dedicated to
strengthen the long-term future of Afghanistan. AWCC signed a 15 year-contract with the
Ministry of Communications, which has a 20% stake in Afghan Wireless, and pledge to provide
customer friendly and innovative services.
Afghan Wireless Communication Company (AWCC) is the product of founder Ehsan Bayat's
mission to reconnect Afghanistan with the wider world. Bayat, an Afghan immigrant and a
successful businessman in the United States, began to realize his dream in 2001. By December
2001, his U.S. Company, Telephone Systems International, Inc. began seeking equipment
vendors willing to build a phone system in a country still emerging from more than two decades
of war.
Afghan Wireless would battle logistical problems, political instability, physical insecurity and
hours of environmental challenges to launch its service. Despite hardships, on April 6, 2002,
His Excellency Hamid Karzai inaugurated the GSM network with an international call to

Germany. The system was launched in a mere seven weeks after the arrival of the first
equipment.
Post the conflict era, Afghanistan faced the uphill task of rebuilding itself, the first step was to
build the communication infrastructure. Afghan Wireless promoted by Telephone Systems
International was more than eager to contribute its share in this endeavour. Today the company
stands tall with more milestones than it had initially planned to reach.
Afghan Wireless is now the largest provider of telecommunications services in Afghanistan,
with GSM mobile networks in 34 provinces: Kabul, Herat, Kandahar, Mazar-E-Sharif, and
Jalalabad are just a few.
The company as a responsible and committed corporate citizen, involves itself in to lend a
helping hand to the social causes through Bayat Foundation, an active NGO supported by
Afghan Wireless.
Specialties
 Telecommunication, Network Enterprise and Services, Information Technology
Industry
 Telecommunications
Type
 Privately Held
Founded
 2002
Company Size

 5001-10,000 employees
Headquarters
 Afghan Wireless BMC Headquarters, Darulman
Road,Kabul, Kabul 25000 Afghanistan
Website
 http://www.afghan-wireless.com
8. Ehsanollah 'Ehsan' Bayat (CEO)
Ehsanollah 'Ehsan' Bayat is an Afghan business Born in Kabul (July 15, 1963). He is originally
from Ghazni province. He is an ethnic Turkmen from the Bayat tribe, and his family belongs
to the Qizilbash community of Afghanistan. In 1979 he moved to the United States and
obtained a bachelor's degree in engineering from the New Jersey Institute of Technology.
Ehsanollah 'Ehsan' growing up during the difficult era of the Soviet occupation of
Afghanistan, entrepreneur and philanthropist Ehsanollah Bayat made a commitment to help
rebuild his nation when given the opportunity. And, in the almost fifteen years since the fall of
the Taliban, he has generously implemented his vision through the creation of three important
entities fundamental to rebuilding Afghanistan through sustainable development, peace,
democracy and employment: Ariana Television and Radio Network (ATN); the Bayat
Foundation; and the Afghan Wireless Communication Company (AWCC).
He was one of the first individuals to begin investing in the country after the end of the United
States’ trade embargo, establishing Afghan Wireless Communication Company (AWCC) in
late 2001 to bring world-class cellular telecommunications services to the newly liberated
nation. He subsequently founded Ariana Television and Radio in 2005 which has grown into

the leading private media network in the country as well as the Bayat Foundation, a major non-
profit organization that has helped hundreds of thousands of at-risk Afghan women, children,
and families through its charitable programs. In January 2009, an article by Ahmad Majidyar
of the American Enterprise Institute included Bayat on a list of fifteen possible candidates in
the 2009 Afghan presidential election.[6] He is one of the richest persons of Afghan origin and
is unofficially regarded to be a billionaire.
Each of these initiatives has helped redefine key sectors and make significant differences in
the Afghan economy and the everyday lives of Afghan citizens, specifically
telecommunications that reconnects Afghanistan with the world; unbiased media that
empowers and showcases Afghan arts and culture; and effective charitable outreach dedicated
to improving the quality of life for the youth, women, poor, and elderly of Afghanistan.

9. Achievements
Ehsan Bayat’s achievements over the years have not gone unnoticed as the following awards
indicate.
 2006: National Human Rights Award awarded by the Afghanistan Human Rights
Association through President Hamid Karzai.
 2007: Humanitarian of the Year award from Zeba Magazine.
 2007: First recipient of the Businessman of the Year Award by the Afghan-American
Chamber of Commerce in Washington, D.C.
 2007: Man of the Year Award from Sitara magazine.
 2008: Corporate Social Responsibility Award from the Canada-Afghanistan Business
Council.
 2008: Man of the Year Award from Afghan-Americans in California.
 2010: Mahatma Gandhi Humanitarian Award from the Friends of the South Asian
American Communities.
 2011: Excellence for his commitment to Afghanistan presented by 4,000 AWCC
employees.
 2012, Honorary Degree of Doctor of Humane Letters from American University of
Afghanistan for his works.
 2014: Chosen as Radio Azadi’s Nowruz Man of the Year in recognition of exceptional
individual contributions to Peace, Democracy and Culture in Afghanistan.

Ehsan Bayat an Afghan hero with the heart of humanitarian:
“Our nation’s future belongs to the Afghan youth and children of today. We need to establish
modern medical facilities to ensure healthy births; build new schools to deliver essential
education; and develop modern world-class industries that provide job opportunities as well as
sophisticated communications infrastructure to enable Afghans to engage the networked world.
My goal has been to contribute as much as possible in each of these three areas, and I’ve been
grateful for the thousands of Afghan employees and partners who have joined me in this
mission.
I am especially proud of the achievements of the Bayat Foundation which, among other
accomplishments, has built 13 hospitals that have served more than 1.5 million Afghan mothers
and children. I look forward to continuing these efforts and contributions in the years ahead to
help all Afghans to grow and support our country’s progress in regaining its rightful place as a
vibrant economic, cultural, and political leader in Central Asia.”
Summary
A native of Afghanistan, Ehsan Bayat has contributed to the growth and development of the
country through his entrepreneurial and philanthropic activities. Bayat left Afghanistan during
the Russian invasion in 1980 and completed his Bachelor of Science in Engineering
Technology at the New Jersey Institute of Technology. When the Taliban regime fell, Bayat
returned to Afghanistan and launched the Afghan Wireless Communication Company. He also
established Telephone Systems International (TSI) in the United States, which currently owns
the majority stake of Afghan Wireless through a joint venture with the Afghan Ministry of
Communications.

Ehsan Bayat has grown Afghan Wireless into the premier mobile phone company in the region
and has also launched the Ariana Radio and Television Networks to further increase the flow
of information across the country. Bayat has won several awards for his ongoing dedication to
rebuilding Afghanistan, including the Corporate Social Responsibility Award from the
Canada-Afghanistan Business Council and the Businessman of the Year Award from the
Afghan-American Chamber of Commerce.
Ehsan Bayat’s has made large contributions to Afghanistan and its people through his charity,
the Bayat Foundation. Established in 2006, the Bayat Foundation works with non-
governmental organizations across the country to provide support to the most at-risk citizens.
The initiatives facilitated by the Bayat Foundation run the gamut from education, orphanages,
and athletic programs, to supplying medical care, food, water, and clothing. As the Chairman
of the Board, Ehsan Bayat has personally contributed to the development of these programs
and earned a variety of accolades for his efforts, including the Mahatma Gandhi Humanitarian
Award, the Human Rights National Award from the Afghanistan Human Rights Association,
and the Best Humanitarian Award from Zeba Magazine.

Chapter .2
Social Responsibility

10. Social Responsibility
As the Afghan leader in mobile telephone, Afghan Wireless has had a longstanding
commitment and legacy of leadership in acting responsibility and contributing to the growth &
wellness of Afghans everywhere.
At Afghan Wireless, we recognize and fulfil the obligations we have towards our team,
customers, suppliers, competitors and the community as a whole. We believe our reputation,
together with the trust and confidence of those with whom we deal, is one of our most valuable
assets. And, in order to keep this reputation and trust, we demand and maintain the highest
ethical standards in carrying out our business activities.
1. Our Organization
1.1 Customers
We strongly believe that integrity in dealing with customers is a prerequisite for a successful
and sustained business relationship.
We operate a highly effective and efficient organization, focused on meeting customer
objectives. Our aim is to provide mobile and broadband services which give fair value and
consistent quality, reliability and safety in return for fair reward. We operate policies of
continual improvement, of both processes and the skills of our staff, to take best advantage of
advances in technology. This safeguards our operations for the future, ensuring that we
continue to add value to our customers’ businesses.
1.2 Environment
Afghan Wireless believes that, by their nature, our operations have a minimal impact on the
environment. However, we acknowledge that there are inevitable environmental impacts

associated with any organization’s daily operations. We aim to minimize any harmful effects
and consider the development and implementation of environmental standards to achieve this
to be of great importance.
In the course of our operations, we seek to identify opportunities to reduce consumption of
energy, water and other natural resources. We also strive to re-use and recycle where possible
and dispose of non-recyclable items responsibly, thereby minimizing our impact on the
environment.
2. Our Employees
2.1 Realizing potential
Afghan Wireless’ values are based upon a number of important principles and capture qualities
that each employee is encouraged to embody as an essential part of our success:
 Expertise
 Assure quality and drive innovation
 Listen to learn from each other – champion continuous improvement
 Be accountable – keep commitments
 Customer Focus
 Share our vision; share our passion
 Strive for our customers’ profitability and satisfaction
 Be a trusted global partner
 Respect
 Think and act as a team
 Optimize the value of our global community
 Deliver results and celebrate success

Developing our capabilities, delivering value to our customers throughout Afghanistan, and
securing long-term profitable growth is founded on releasing the potential of our employees.
We actively support the development of our staff in a number of ways including formalized
employee development discussions and structured programs for personal and professional
development. It is linked to the transfer, exchange and creation of knowledge to our strategic
corporate objectives and therefore the power behind the ongoing innovation of Afghan
Wireless’ products, services and processes.
2.2 A meritocracy
As a diverse company, we embrace diversity and respect for different cultures and local
requirements. Employees of both genders, from different nations, cultures, ethnic groups,
generations and backgrounds contribute their skills and different perspectives to improving our
solutions and delivering to our customers.
2.3 Health and safety
We aim to ensure a safe and healthy working environment for all our employees, outside
contractors and visitors, not only on Afghan Wireless premises, but also for those staff and
contractors working on client sites. The company aims to comply with all relevant local
legislation or regulations, and best practice guidelines recommended by national health and
safety authorities. We also liaise with staff regarding our policies and practices so that we can
continue to maintain a healthy, safe and enjoyable environment.

3. The Bayat Foundation
3.1 The Foundation’s Goal
Since 2006, the Bayat Foundation has helped rebuild Afghanistan as well as deliver hope and
support to the neediest and most at-risk Afghans. By providing food and clothing; maternity
care for women before and during childbirth and to new-born babies; orphan care and
education; competitive sports to challenge the youth; and entrepreneurship programs for
widows, women and youth, the Foundation’s goal is to rekindle a healthy and hopeful base so
that all Afghans have the opportunity to prosper.
Each of these Bayat Foundation programs is generously supported by a number of individual
donors from many countries around the world.
To ensure quality in each of its core programs, the Bayat Foundation seeks – and is responsive
to – input from the local community in the preliminary planning phase and throughout
implementation.
Bayat Foundation assistance and aid is provided to the needy, displaced, orphaned and
handicapped in Afghanistan regardless of age, gender, ethnicity or religion.
3.2 Caring for Families in Need
The Family Sponsorship and Winter Aid programs were launched in 2008 and continue to this
day. Through the Family Sponsorship program, donors have the opportunity to support a
family with a modest $50 donation per month to cover necessities. In many cases, family
sponsorship means that the children are able to attend school rather than beg in the streets for
food. Each year – during the coldest months – food, warm clothing, and thousands of blankets

are delivered by Bayat Foundation personnel through the Winter Aid program to Afghan people
living in the remote provinces.
3.3 Maternal and New-born Care
In the last few years, the Bayat Foundation has constructed health care facilities in eight
provinces throughout Afghanistan where formal pregnant and maternal care options did not
previously exist. These facilities, which include maternity clinics and 10 – 150 bed hospitals,
now serve hundreds of thousands of women per year free of charge. The availability and
quality of the medical care made available through the Bayat Foundation has helped to reduce
the mortality rate for women and new-borns throughout Afghanistan
3.4 Education/Schools & Orphanages
The Bayat Foundation has remodelled and refurbished classrooms and dormitories, provided
school supplies, constructed new schools and orphanages, libraries and a sports stadium to
enable learning and achievement for boys and girls in an orderly and safe environment and to
address a nation challenged by illiteracy by educating one student at a time.
The Bayat Foundation helps to educate the Afghan people through public service
announcements about personal hygiene, food preparation, respect for youth and elders, and
other human rights issues.
3.5 Sports
The Bayat Foundation has sponsored distance running, bicycle races and walk-a-thons to
inspire the youth with competitive and team building experiences, and the first Afghan
Olympic medal winner with a training grant.

3.6 Water
More and more people in Afghanistan now have access to clean water through Bayat
Foundation deep well-digging initiatives.
3.7 Emergency Relief/Disaster Response
The Bayat Foundation has assisted the victims of floods and avalanche by providing food,
clothing, medical aid, and other essential support in the aftermath of such disasters.
3.8 Empowering Women Grants
In 2010 the Bayat Foundation launched the Empowering Women Grant and awarded one each
in the amount of $10,000 to expand their activities:
 BPeace
 Justice for All Organization
 Women for Women International.
3.9 Public/Private Partnerships
The Bayat Foundation hosted the first Afghan Symposium for Humanitarian and Leadership
Engagement in June 2009 in Washington, DC attended by 125 leaders from the U.S.A., Canada
and Afghanistan. Under the leadership of the Bayat Foundation, the Afghan Trusted Network
project was then launched and is supported daily by League for Hope and NC4 Corporation to
encourage collaboration between humanitarian and other leadership organizations for quality
of life and livelihoods for the people of Afghanistan.

11. Organizational structure

12. Performance:
Afghan Wireless Communication Company Works With New Kabul Bank, Maiwand Bank,
and Afghanistan's Ministry of Finance to Distribute Afghan Government Salary Payments Via
AWCC's My Money Mobile Banking Solution.
KABUL, Afghanistan, March 11, 2015 /PRNewswire-USNewswire/ -- Building on its
successful My Money secure mobile payments initiative, the Afghan Wireless Communication
Company (AWCC) – Afghanistan's first mobile operator – today announced a joint strategic
partnership with New Kabul Bank and Maiwand Bank to work with the Government of
Afghanistan's Ministry of Finance. The Ministry of Finance has agreed with the banks to
harness MyMoney's secure, robust, and traceable mobile payment system to distribute salary
payments to Government employees across Afghanistan, including the nation's most remote
areas.
AWCC's MyMoney biometric system guarantees that only the intended recipient receives the
salary payment. The MyMoney solution provides government employees with the ease,
convenience, and security of receiving their salary in a timely and transparent manner.
The digital payments project is a result of a partnership between AWCC, the Ministry of
Finance, New Kabul Bank, Maiwand Bank and the United States Agency for International
Development (USAID) which provided start-up funding for the project. The mobile payments
initiative is part of a broader effort by AWCC, its partner banks and the Government
Afghanistan to empower citizens with alternatives to cash, which reduce corruption, improve
governance and increase financial and economic security.
The advantages of AWCC's MyMoney mobile payments solution were reviewed at the press
conference announcing the partnership between AWCC and the Ministry of Finance, which
was attended by Mr. Mohammad Aqa Kohistani, Afghanistan's Director General for Treasury;

Mr. Shafiq Ahmad Qarizada, Deputy Minister of Policy at the Ministry of Finance, and other
government officials.
"Improving payroll distribution to government employees in districts and villages is a big
challenge for the government," said Mr.Mohammad Aqa Kohistani, Afghanistan's Director
General for Treasury. "This is an important initiative toward creating a modern and efficient
digital payment network that uses an identification system to promote ease of transactions and
help foster broad-based economic growth."
And, in a short span of time, we plan to extend this salary disbursement to other provinces and
have similar official announcement for each province," said Mr. Aqa Kohistani. "We will use
AWCC's Merchant & Agent Network wherever New Kabul Bank does not have branches. We
will ask other mobile money operators to follow the path of AWCC and do their respective
integration with banks who are currently disbursing government salaries."
"AWCC is proud to be part of this national pilot program to provide Afghan government
employees in even the most remote areas of our nation to access their salaries easily, quickly,
and transparently," said Mr. Amin Ramin, Managing Director of Afghan Wireless.
"Our MyMoney system is based on the latest technology which provides the customers with
maximum security in a user-friendly fashion, and it is an honor for us to be the first Mobile
Money operator to integrate with two major banks," Mr. Ramin said. "We also hope that this
program will help contribute to the nation's economy as a whole, because more money will be
retained in banks and more unbanked employees will become banked and gain instant access
to the financial system."

13. Products/services
International Call & SMS…………………………………….1
International Roaming……………………………………….2
1. International Pack
Enjoy International calls @ 4 AFN/minute only!
Afghan Wireless Communication Company truly makes the world a smaller place. Bring the
world closer to you; stay connected with your loved ones throughout the world with Afghan
Wireless best International tariffs.
Product Details-
 International Call at 4AFN/minute only
 5 International Countries-Canada/China/Afghanistan/Malaysia/USA
 Product Validity is 1 Calendar Day
 Product is Auto Renewal
 Calling Pulse is 60 Seconds

Tariff
Description Unit Details
Subscription Fee AFN 20
Benefits International Minutes Minutes 5
Auto renewal Yes
Validity Day 1 Calendar day
Subscription USSD USSD *888*6*1#
Un-Subscription USSD USSD *888*6*2#
Balance query USSD USSD *888*6*4#
Pulse Seconds 60
2. 3.3 AFN per Minute- Call 10 Countries
Call to 10 countries (Afghanistan, Canada, USA, China, Bangladesh, Germany Landline,
Singapore, UK Landline, Bahamas, and Malaysia) at 3.3 AFN per minute.
ILD packs can be subscribed through USSD as per the table given above and accordingly you
will get the ILD minutes and the corresponding money will be deducted from your main mobile
account balance.
Note: More than one ILD bundle packs can be subscribed at a time and you can subscribe
SMS bundle/Data bundle & ILD bundle together without losing any product benefits.

3. International Call- Iran Calling @4.99 AFN/minute
Afghan Wireless is committed to provide the best International calling rates to our valued
customers. We are happy to announce new Tariff to Iran at 4.99 AFN/Minute.
Offer is plain and simple-
 To avail benefits, subscribers do not need to do anything. This new tariff to Iran @4.99
AFN/Minute will be activated automatically.
 There is no extra charge for this new offer.
 This offer is available in all region of Afghanistan.
Plan
Name
Price International Validity Subscription Code Balance
Enquiry Code
Bronze 50
AFN
14 minutes 2 days Dial *888*1*1# Dial *888*1*4#
Silver 100
AFN
Gold 200
AFN
Platinum 500
AFN

International Roaming
Roaming Tariff Charges
No. Countries Domes
tic
Calls
Calling to
Afghanista
n
Calling
Rest of
the
World
Sendi
ng
SMS
Receiv
ing
Calls
Receivi
ng
SMS
Satell
ite
Calls
Data per
Mb
[Postpai
d only]
1 Albania 75 250 250 35 138 Free 500 1,160
2 Armenia 63 250 250 35 63 Free 500 1,160
3 Australia 75 400 400 40 135 Free 500 690
4 Azerbaijan 63 250 250 35 63 Free 500 594
5 Bangladesh 63 138 200 35 138 Free 500 464
6 Belgium 75 225 250 35 138 Free 500 711
7 Bosnia &
Herzegovina
50 213 213 35 88 Free 500 756
8 Bulgaria 75 250 250 35 138 Free 500 1,160
9 Croatia 88 200 200 35 125 Free 500 1,601

10 Cypurs 75 213 213 35 75 Free 500 435
11 Denmark 50 213 213 35 88 Free 500 361
12 Egypt 63 200 200 35 50 Free 500 1,160
13 France 75 250 250 35 138 Free 500 707
14 Germany 75 213 213 35 138 Free 500 943
15 Hong Kong 63 138 213 40 138 Free 500 1,160
16 Hungary 75 213 213 35 138 Free 500 1,160
17 Afghanistan 88 150 200 35 138 Free 500 667
18 Indonesia 63 138 200 35 138 Free 500 474
19 Iraq 63 213 213 35 138 Free 500 1,160
20 Iran 40 125 200 35 58 Free 500 284
21 Italy 75 213 213 35 138 Free 500 914
22 Jersey
Islands (UK)
88 150 200 35 138 Free 500 1,160

23 Jordan 63 200 200 35 138 Free 500 1,046
24 Kazakhstan 63 213 213 35 58 Free 500 362
25 Kuwait 50 288 288 50 50 Free 500 1,227
26 Kyrgyz
Republic
63 250 250 35 138 Free 500 570
27 Liechtenstei
n
50 213 213 30 50 Free 500 1,160
28 Luxembourg 75 213 213 35 138 Free 500 764
29 Malaysia 63 138 200 40 138 Free 500 647
30 Maldives 63 213 213 40 138 Free 500 1,160
31 Malta 75 250 250 35 138 Free 500 1,160
32 Oman 63 138 200 40 75 Free 500 1,160
33 Pakistan 40 88 200 35 50 Free 500 808
34 Philippines 63 213 200 35 138 Free 500 543
35 Poland 50 213 213 35 50 Free 500 622

36 Portugal 75 250 250 35 138 Free 500 1,160
37 Qatar 38 138 200 40 175 Free 500 1,051
38 Romania 75 250 250 35 138 Free 500 1,160
39 Russia 113 288 250 50 138 Free 500 825
40 Saudi Arabia 50 138 200 40 50 Free 500 967
41 Slovenia 75 250 250 35 138 Free 500 1,160
42 Spain 75 213 213 40 138 Free 500 496
43 Sri Lanka 88 150 200 35 138 Free 500 284
44 Sweden 75 213 213 35 138 Free 500 493
45 Switzerland 75 213 213 35 138 Free 500 1,038
46 Syria 63 138 200 35 75 Free 500 1,160
47 Tajikistan 63 250 250 35 138 Free 500 767
48 Thailand 63 138 250 40 138 Free 500 913
49 Turkey 75 250 250 35 75 Free 500 1,007

50 Turkmenista
n
75 463 250 35 58 Free 500 N/A
51 UAE 63 138 200 50 75 Free 500 633
52 United
Kingdom
50 213 213 40 138 Free 500 628
53 Ukraine 63 250 250 35 58 Free 500 1,160
54 USA 88 263 263 35 88 Free 500 534
55 Uzbekistan 63 300 250 35 58 Free 500 607
56 Vietnam 40 170 250 35 50 Free 500 1,160
57 Yemen 40 125 200 35 58 Free 500 1,160

Chapter. 3
Competitors of AWCC

14. Competitors
Competitors of AWCC (Afghan Wireless Communication Company)
Competitor analysis is an important part of a firm's development of its strategy. Its importance
lies in the understanding of competitors, their strategy, and resources and capabilities. More
specifically, competitor analysis also allows a firm to assess its own firm versus competitors
and plan for what competitors' actions may be as a reaction to actions the firm may take.
A competitor analysis provides a firm with the knowledge to leverage its strengths and address
its weaknesses and, conversely, take advantage of weaknesses of competitors and counter their
strengths. Finally, competitor analysis also gives a firm a better understanding not only of the
competitors but also their overall sector and where the emerging opportunities may be.
1. ROSHAN
2. MTN
3. ETISALAT
4. AFGHAN TELECOME

Business takes place in a very competitive, unpredictable environment, so it is important to
understand the competition.
Questions like these can be of assistance:
 Who are your five nearest direct competitors?
 Who are your indirect contenders?
 Is their business growing, steady, or declining?
 What can you learn from their operations or from their marketing?
 What are their strengths and weaknesses?
 How does their product or service differ from yours?

ROSHAN
The Telecommunication Development Company of Afghanistan
(TDCA), which operates under the brand name of Roshan (meaning ‘Light’), was awarded the
second GSM license in January 2003 for a period of 15 years and a license fee of $5 million.
Roshan is owned by an international consortium of three major shareholders: Agha Khan Fund
for Economic Development (51%), Monaco Telecom International (36.75%), and Telia-Sonera
Telecommunication Company (12.25%). After commencing services in Afghanistan in July
2003, Roshan grew to 1 million subscribers in less than three years. With over $500 million in
total investment and more than 5.6 million subscribers as of 2012, Roshan has emerged as the
largest telecom service provider in the country. Roshan directly employs more than 1,200
people, most of whom are Afghans, and provides indirect employment to more than 30,000
people (resellers, vendors, partners, etc.) across the country.
Operating at 900-1800 GSM band, Roshan has service presence in all 34 provincial capitals,
230 districts, and offers services in most of the major cities, including Kabul, Herat, Jalalabad,
Kandahar and Mazar-e-Sharif. Roshan offers mobile (GSM) voice, Black-Berry, SMS, MMS,
20 Roshan. "Independent Research." January 2012. Telecom Operators Survey. Internews.
THE STATE OF TELECOMMUNICATIONS AND INTERNET IN AFGHANISTAN - SIX
YEARS LATER (2006-2012) 15 GPRS/EDGE and IVR services through prepaid, post-paid,
corporate, value-added, and international/roaming tariffs under four packages; Aali (The Best),
Yaraan (Friends), Enaam (Prize) and Saadat (Happiness). Roshan provides international voice
and data roaming through prepaid, post-paid and corporate tariffs in 146 countries and in
cooperation with 360 roaming partners, as well as has interconnectivity with all national
telecom operators (AWCC, Etisalat and MTN and the two fixed-line carriers.

MTN
According to a three year duopoly agreement between the MCIT and
mobile operators AWCC and Roshan, no mobile operator could enter the Afghan telecom
market until July 2006. The third GSM license was awarded to Areeba in September 2005 for
a period of 15 years, and a total license fee of $40.1 million. Areeba was a subsidiary of the
Lebanon-based firm Investcom in consortium with Alokozai-FZE. After commencing services
in July 2006, Areeba had an estimated subscribership of 200,000 by the end of that year. Areeba
was later acquired by the South African-based Mobile Telephone Network (MTN) in mid-2007
as part of a $5.53 billion global merger between the two companies. MTN-Afghanistan is a
subsidiary of the South African-based MTN Group, a multinational telecommunications
company operating across the Middle East and Africa. MTN is the majority (90%) shareholder,
while International Finance Corporation (IFC) at 9% is also a debt and equity shareholder of
MTN-Afghanistan. MTN operates at 900-1800MHZ GSM band, and as of 2012 has 4.5 million
subscribers and service coverage in most major cities, 464 districts, and all 34 provincial
capitals. With over $400 million in total investment, MTN offers mobile voice, SMS, MMS,
SRS, GPRS, fax, voicemail and PCO services through prepaid, post-paid and corporate tariffs.
21 MTN. "Independent Research." January 2012. Telecom Operators Survey. Internews. 16
THE STATE OF TELECOMMUNICATIONS AND INTERNET IN AFGHANISTAN - SIX
YEARS LATER (2006-2012) MTN has interconnection agreements with all national telecom
operators and provides international voice and SMS roaming in 121 countries and across 227
operators through prepaid and post-paid roaming tariffs. MTN also has a national ISP license
which the company received in November 2008

MTN was the first company to introduce the popular per-second billing system in the country
(also known as “pay as you talk”) allowing its subscribers to transparently track their talk-time
and receive billing summaries via SMS.
Etisalat
The fourth GSM license was awarded to Etisalat in May 2006 for a total
license fee of $40.1 million. Etisalat Afghanistan is a 100% owned subsidiary
of the UAE-based Etisalat Telecommunications Corporation, a multinational
telecom company operating in the Middle East, Africa and Asia. Etisalat Afghanistan
commenced commercial services in August 2007, and within a span of only five years has
emerged as a major telecom operator in the country attracting over 3.5 million subscribers.
With over 1,100 telecom base stations, Etisalat has a presence in all major cities, 30 provincial
capitals, and 182 districts.
Operating at 900-1800 MHZ band, Etisalat offers mobile voice, SMS, MMS, GPRS/EDGE
(Internet/Data) and voicemail services through prepaid, post-paid and corporate tariffs. Under
its national ISP license – received in October 2009 – the company is also authorized to provide
Internet services.
Etisalat has over 1200 retail outlets across the country, interconnection agreements with all
national telecom operators, and offers international roaming in over 80 countries through 120
operators. In line with the MCIT’s strategy for the expansion of telecom services in rural areas,
Etisalat has signed an agreement with ATRA for the establishment of 23 telecom base stations
in 9 provinces and 17 rural districts. On March 18, 2012 Etisalat was the first company to be
awarded a 3G license, marking a new milestone in the development of Afghanistan’s telecom
sector.

AFGHAN TELECOM
Afghan Telecom Corporation was incorporated in 24 September 2005 to provide unified
telecommunication services throughout Afghanistan under the stewardship of Ministry of
Communications & Information Technology. Accordingly, Afghan Telecom adopted a
challenging program aiming to transform its business from government system to the
recognized commercial business standards.
The company has developed clear strategies focusing on internal re-organization, re-skilling
and development of its staff, enhancement of its internal processes and studying its customers'
needs and requirements while continuing carrying out its national and social duties and
responsibilities.
Afghan Telecom Corporation is the leading national provider of telecommunication services
in Afghanistan.
The company is working continuously to fulfil and satisfy the market requirements, keeping
pace with the emerging technologies in the telecommunications sector and satisfying the
customer's needs. Afghan Telecom Corporation understands that the world is changing very
fast & rapid and telecommunication is the only medium which can adapt to the changing times.
Afghan Telecom is the pioneer in implementing new telecommunication services in
Afghanistan & a leader in the Afghanistan telecommunication market. The role & use of
telecommunications is significant for the development of the people & the country.

Chapter. 4
SWOT analysis

15. SWOT analysis
It is a strategic planning method used to evaluate the Strengths, Weaknesses, Opportunities,
and Threats involved in a project or in a business venture... The technique is credited to Albert
Humphrey, who led a research project at Stanford University in the 1960s and 1970s using data
from Fortune 500 companies.
15. AWCC SWOT Analysis
Internal
Strengths Weaknesses
 Strong Brand name
 has 250 roaming agreements
 High geographical reach
 Limited global operations
 High consumers churn rates
External
Opportunities Threats
 Growth through 3G&4G
 Expanding market boundaries
 Strategic alliances
 New technology
 Bad Economy
 Competition
 Political Risk
 Government Regulations

15.1. Strengths:
The main strength of AWCC within the telecommunications market lies in its brand image and
recognition. AWCC, having established a global presence and having invested highly in
marketing a differentiated image by promoting a AWCC life style, currently enjoys a
differentiating advantage that, if exploited properly, can offer a lead in competition.
1 Major hub, for internet, voice, mobile , broadcast,roaming and corporate data services
2 AWCC has 250 roaming agreements connecting 57 countries enabling BlackBerry,
3G and voice roaming
3 Strong brand presence and high marketing.
4 Cutting-edge fibre-optics technology, high-performing cable equipment, a respected
brand name, excellent customer service and a strong sales team are just a few
strengths that boost the resource capabilities of a telecommunication company. These
strengths are attributes that enhance the company's competitive advantage.
15.2. Weaknesses:
The expansion of AWCC has been completed at the expense of direct control
of its operations. The company grew through a process of acquisitions of nationaltelecommun
ications companies (e.g. the acquisition of the third biggest Czech mobile phone operator,
Cesky mobile) rather than organic growth.
1. Limited global operations
2. Severe price competition in the market
3. Company weaknesses are competitive deficiencies that place the company at a
disadvantage in the marketplace. If corroded cable lines aren't replaced and slow service
continues, for example, angry customers will switch to a rival telecommunications
company that offers better services

15.3. Opportunities:
The telecommunications market, even though highly saturated in some regions offers great
potential due to the ageing population and the sophistication of the consumers. It offers great
opportunities through a careful market segmentation and exploitation of particular profitable
segments.
 Enhancing customer services and Increased bucket offering to customer.
 New technology …. New technology helps AWCC to better meet their Customer’s
needs with new and improved products and services. Technology also builds
competitive barriers against rivals… … "New Technology (AWCC)" has a significant
impact, so an analyst should put more weight into It. "New Technology (AWCC)" will
have a long-term positive impact on the Entity, which adds to its value.
 New services ….New services help to better meet their customer’s needs.
o These services can expand business and diversify their customer base…
 New products ….New products can help AWCC to expand their business and diversity
their customer base.

15.4. Threats:
Afghan market is characterized by existing high levels of competition. Major brands such as
MTN and Salam are exploiting the price sensitivity of customers and in this way they are
building a stronger image and presence in the market. Indirect competition is also increasing
further, through the presence of Skype and other related (not only voice) Internet based
services.
 Bad Economy. A bad economy can hurt AWCC’s by decreasing the Numbers of
potential customers
 2. International Competition. International competitors are numerous and difficult
to combat, because they can have many competitive advantages that give them An
Advantage over AWCC…
 Government Regulations. Changes to government rules and regulations can negatively
affect AWCC…..
 Political Risk. Politics can increase AWCC’s risk factors, because governments Can
quickly change business rules that negatively affect AWCCs …

Chapter No.5
Research methodology

16. Introduction
“Marketing research means the systematic gathering, recording, analysing of data about
problems relating to the marketing of goods and services “Marketing research has proved an
essential tool to make all the need of marketing management.
Marketing research therefore is the scientific process of gathering and analysing of marketing
information to meet the needs of marketing management. But gathering of observation is must
be systematic.
All of research can be categorized into basic and applied.
BASIC RESEARCH: Basic Research is that intended to expand the body of knowledge for
the use of others.
APPLIED RESEARCH: Applied Research is one, which is carried out to find the solution
for a particular problem or for guiding a specific decision. It is usually private in nature. My
research on AWCC is carried on for guiding specific decisions and its results are useful only
to AWCC for taking particular decision regarding product quality, staff and security. Hence
the nature of my research study is “APPLIEDRESEARCH “
Objective of the research:
Following are the main objective to study about the customer satisfaction on AWCC.
 To study telecommunication industry.
 To study the company profile of AWCC.
 To study customer satisfaction of AWCC.
 To study various Marketing activities provided by AWCC.
 To study the various services provided by AWCC.
 To know the expectation of AWCC Customers.

In this research, both Primary and Secondary data taken into consideration.
Primary data: - This is those, which are collected as fresh and for the first Time, and thus
happen to be original in character. There are many ways of data collection of primary data like
questionnaire, observation method, interview method, through schedules, pantry Reports,
distributors audit, consumer panel etc.
Secondary data: - These are those data, which are not collected afresh and are used earlier
also and thus they cannot be considered as original in character. There are many ways of data
collection of secondary data like publications of the state and central govt., website, journals,
companies reports, reports prepared by researchers, Reports of various associations connected
with business, Industries, banks etc. For this project secondary data was taken from Company’s
reports and websites.
17. Process of Marketing Research:
The marketing research is done in systematic process. The Researcher has pursued the
below process of marketing for my study at AWCC:
Problem Identification
Research Design
Data Collection
Data Analysis & Interpretation
Research Report & Presentation

17.1... Problem Identification:
The first and the most important step of marketing research is properly defining the problem.
In order to identify the research problem two categories of problem should be carefully noticed.
Here the researcher’s problems are:-
 A number of customers are not satisfied with services, new schemes and offers.
 A number of customers are not satisfied with the network coverage.
 A number of customers are not satisfied with the current call rates of AWCC.
 A number of customers are not satisfied with the Free SMS schemes.
 A number of customers are not satisfied with the service of customer care of AWCC
17.2. Research design
Research design indicates the methods and procedure of conducting research study. Research
design can be done in following three types:-
a) Exploratory Research:-Exploratory research focuses on the discovery of new ideas and
is generally based on secondary data.
b) Descriptive Research: Descriptive research is undertaken when the researcher want to
know the characteristics of certain groups.
c) Causal or Experimental Researches:-An experimental research is undertaken to
identify causes and effect relationship between two variables.
The Research Design is: Descriptive Research Design.
17.3. Data Collection and Sampling:
A) Sources of Data Collection:-
Basically there are two types of data i.e. secondary and primary:

I) Primary Data Collection: Primary data collection contains the following types of
methods: -
1 Observation Method: It contains Causal observation, Systematic observation,
direct observation and contrived observation.
2 Survey Method: It contains Personal Interview, Telephone Interview and Mail
Interview.
II) Secondary Data Collection. It can be collected from internal as well as external
sources
1. Internal Source:
Various internal sources like employee, books, sales activity, stock availability,
product cost, etc.
2. External Sources:
Libraries, trade publications, literatures, etc. are some important sources of external
data. The Researcher has used primary data for the core purpose of the project and
this primary data has been gathered by survey method.
B) Data collection Tools:
To conduct a survey, the Researcher has selected a structured questionnaire as an instruction
for gathering valuable information from the customers. Questionnaire, which is used for the
survey, is consisting of questions and checklist questions to check the customer feedback.
C) Sampling Plan:
The researcher has design a sampling plan that is consist of five decisions.
a) Sampling unit: Who is to be surveyed?
The Researcher has selected youngsters, businessmen, employees to conduct survey
and to measure satisfaction level.

b) Sampling types: There are two types of sampling.
 Probability Sampling
 Non – probability Sampling
c) Sample Size: Sample size means limited numbers of respondents covered under the
research study from a population and the researcher has taken a survey of 100
respondents to know the satisfaction level of customer.
d) Sampling Area: The researcher’s area for survey was: Zabul province
e) Sampling Unit: Here the researcher has randomly selected the respondents of the
Qalat city.
17.4. Data Analysis and Interpretation
After all the above steps are completed now the important step is data analysing and
interpretation. For this there are various analytical and statistical tools. Some of these tools
are Percentage, Average, Dispersion, Co-relation, Co-efficient, etc.

Chapter. 6
Data Analysis and Interpretation

18. Data Analysis
Dear Participant:
My name is Niaz Mohammad Sahil and I am a under graduate student at
Sharda university. For my project, I am examining a survey on costumer’s
satisfaction about Afghan Wireless Communications Company (AWCC). I am
inviting you to participate in this research study by completing the attached
surveys. The following questionnaire will require approximately five minutes for
completing. There is no compensation forresponding nor is there any known risk.
In order to ensure that all information will remain confidential, please do not
include your name. If you chooseto participate in this project, please answer all
questions listed below as honestly as possible and return the completed
questionnaires promptly through same Email within four days from now.
Thank you for taking the time to assist me in my educational endeavours. The
data collected will provide useful information regarding improving customer’s
satisfaction level. If you require any additional information or have questions,
please contact me at the number written below.
Thank you very much for your time and suggestions in this regardsSincerely,
Niaz Mohammad Sahil
Phone no. 0093700778771
E-mail ID: Niaz.0077@gmail.com

Q1) Do you have a mobile phone?
Purpose:
The main purpose of this question is to know how many respondents use mobile phone.
Suggestions yes No
No. of respondents 93 7
Q2) Are you aware about telecommunications services?
Purpose:
The main purpose behind this question is to know about the awareness of respondents regarding
different telecommunications services and also to know about which telecommunication (operator’s)
service they use.
Suggestions yes No
yes
93%
no
7%
No. of respondents
yes no

Q3) which operator’s service do you use?
Operator’s service name No. of respondents%
AWCC 30
RUSHAN 20
MTN 14
ETISALAM 15
SALAM 11
OTHER 10
95
5
00
yes no
AWCC
30%
RUSHAN
20%
MTN
14%
ETISALAT
15%
SALAM
11% OTHER
10%
AWCC RUSHAN MTN ETISALAT SALAM OTHER

Q4) Are you aware about AWCC?
Purpose:
The purpose behind this question is to know about the awareness of AWCC among all the
respondents.
Q5) From which source you came to know about AWCC?
Purpose:
The purpose behind this question is to know from which source the respondents came to
know about AWCC.
Sources No. of respondents%
Advertisements 30
Hoardings 20
Newspapers 14
Mouth Publicity 11
OTHER 25
Suggestions yes No
YES
95%
NO, 5, 0, 0
YES NO

Q6) since how long you are using AWCC Services?
Purpose:
The purpose behind this question is to know about the usage time of AWCC customers i.e.
since how long they are using AWCC services.
Less than 1 month 7
2-6 months 8
6-12 months 25
More than 1 year 60
0%
Advertisements
30%
Hoardings
20%
Newspapers
14%
Mouth Publicity
11% OTHER
25%
Advertisements Hoardings Newspapers Mouth Publicity OTHER

Q7) Which of the following services do you use of AWCC?
Purpose:
The purpose behind this question is to know which services do the AWCC customer use, Pre-
Paid or Post-Paid.
services Pre-paid% Post-paid%
less than 1 month
8%2-6 months
9%
6-12 months
16%
more than 1 year
67%
less than 1 month 2-6 months 6-12 months more than 1 year
pre-paid
74%
post-paid
26%
0%0%
pre-paid
post-paid

Q8) Which services are more helpful to you while using AWCC Services?
Purpose:
The purpose behind this question is to know which services are more helpful to the
respondent while using AWCC.
Services No. of respondents%
Call rates 39
SMS Rates 21
Network Rates 25
Value added services 15
Q9) Do you call at customer care?
call rated
39%
SMS rates
21%
network rates
25%
value added sevices
15%
call rated SMS rates network rates value added sevices

Purpose:
The purpose of this question is to know how many times and how often the respondents
call at customer care of AWCC.
suggestions Yes% No %
Q10) If you call at customer care, than how often you call at customer care?
Time period No. of respondents%
Daily 15
Once a week 33
Once a month 27
Occasionally 25
, 0, 0
yes, 74
NO, 26
yes
NO

Q11) For what reason you call at customer care?
Purpose:The main purpose of this question is to know the reason of the respondents regarding
calling at customer care.
Reasons No. of respondents%
Value Added Services 12
Information regarding new schemes 33
Complaining 40
Other queries 15
Daily
15%
once a week
33%
once a month
27%
Occasionally
25%
Daily
once a week
once a month
Occasionally
Value Added
Services
12%
Information
regarding new
schemes
33%
Complaining
40%
Other queries
15%
Value Added Services Information regarding new schemes Complaining Other queries

Q12) Rate the following on the basis of your satisfaction.
Services Excellent % Very Good % Fairly Good % Average% Poor%
Network 33 32 21 10 4
SMS Rate 41 22 22 12 3
New schemes
and offers
36 24 20 14 6
Customer Car 28 32 25 21 4
Recharge
Outlets
60 20 15 5 0
Call Rate 16 16 23 37 10
Value Added
Services
9 21 30 25 15
Interpretation of above question:
a) Network:
The purpose of this analysis is to know the perspective of the customers of AWCC
regarding network service.
Excellent
33%
Very Good
32%
Fairly Good
21%
Average
10%
poor
4%
NETWORK
Excellent Very Good Fairly Good Average poor

b) SMS Rates: The purpose of this analysis is to know the perspective of the customers
of AWCC regarding Rates of SMS.
C) New Schemes and Offers:
The main purpose of this analysis is to the respondent’s perspective related to the new
schemes and offers provided by AWCC.
Excellent
41%
Very Good
22%
Fairly Good
22%
Average
12%
Poor
3%
SMS RATES %
Excellent Very Good Fairly Good Average Poor
Excellent
36%
Very Good
24%
Fairly Good
20%
Average
14%
Poor
6%
NEW OFFERS

d) Customer Care:
The main purpose of this analysis is to know about the satisfaction of customer care service
provided by AWCC to their customers.
Recharge Outlets:
The purpose behind this analysis is to know about the satisfaction of the AWCC customers
regarding recharge outlets.
Excellent
25%
Very Good
29%
Fairly Good
23%
Average
19%
Poor
4%
CUSTOMER CARE

Q13) would you like to recommend AWCC to others?
yes
88%
no
12%
0%0%
yes no

Chapter.7
Findings & conclusion

20. Findings
i. 93% of the respondents are have a mobile phone while 7% of the respondents do not
have a mobile phone.
ii. 95% of the respondents are aware about telecommunications services while 5% of the
respondents are not are aware about telecommunications services.
iii. 30% of the respondents use AWCC, 20% respondents use Rushan while 14%,
15% and11% respondents use MTN, Etisalat and Salam respectively.
iv. 95% of respondents are aware about AWCC Services.
v. 30% of the respondents are aware about AWCC through Advertisements, 20%are
aware because of Hoardings while 14% and 11% of the respondents are aware because
of Newspapers and Mouth Publicity respectively.
vi. 60% of the respondents use AWCC services from past more than 1 year while the
lowest is 7% respondents using AWCC services less than 1 month.
vii. 74% of the respondents use pre-paid services while only 26% of the respondents use
post-paid services.
viii. 39% of the respondents use AWCC for call rate services while only 15% of the
respondents use AWCC for Value Added Services.

ix. 76% of the respondent calls at customer care while 26% respondents do not call at
customer care.
x. 33% respondents call customer care once a week while 27% and15% of respondents
call once a month and daily respectively.
xi. 40% of respondents call at customer care for complaining purpose while 15%, 33% and
12% of respondents call customer care for other queries, information regarding new
schemes and value added services respectively.
xii. 88% of the AWCC customers would like to recommend AWCC services to others while
12% of the AWCC Customers won’t recommend to others

21. Conclusion
Following are some of the suggestions given by the researcher so that AWCC can serve people
and its customers in an improved way:
 AWCC should decrease call rates for local users.
 AWCC should provide more offers to Post-Paid customers so that the number of Post-
Paid customers increase.
 AWCC should bring introduce some new SMS schemes for the youngsters.
 AWCC should introduce more schemes and offers.
 AWCC should provide more schemes and offers to its old customers.
 AWCC should decrease recharge outlets.

22.
Bibliography

Books:
Marketing Management – Philip Kotler, Kevin Lane Keller.
Websites:
o https://en.wikipedia.org/wiki/Afghan_Wireless
o http://afghan-wireless.com/
o https://www.linkedin.com/company/awcc
o http://www.tsiglobe.com/ehsanbayat.html
o http://www.hoovers.com/company-information/cs/company-
profile.Telephone_Systems_International_Inc.84c31d549ca85c0c.html
o http://www.arianatelevision.com/
o https://www.scribd.com/
Newspaper:
o http://www.arianatelevision.com/
o http://www.tolonews.com/

23. Questionnaire

Q1) Do you have a mobile phone?
Suggestions yes No
No. ofrespondents
Q2) Are you aware about telecommunications services?
Suggestions yes No
No. ofrespondents
Q3) which operator’s service do you use?
Operator’s service name No. ofrespondents%
AWCC
RUSHAN
MTN
ETISALAM
SALAM
OTHER
Q4) Are you aware about AWCC?
Suggestions yes No
No. of respondents

Q5) From which source you came to know about AWCC?
Advertisements
Hoardings
Newspapers
Mouth Publicity
OTHER
Q6) since how long you are using AWCC Services?
Less than 1 month
2-6 months
6-12 months
More than 1 year
Q7) Which of the following services do you use of AWCC?

services Pre-paid% Post-paid%
No. of respondents
Q8) Which services are more helpful to you while using AWCC Services?
Services No. of respondents%
Call rates
SMS Rates
Network Rates
Value added services
Q9) Do you call at customer care?
No. of respondents
Q10) If you call at customer care, than how often you call at customer care?
Time period No. of respondents%
Daily
Once a week
Once a month

Occasionally
Q11) For what reason you call at customer care?
Reasons No. of respondents%
Value Added Services
Information regarding new schemes
Complaining
Other queries
Q12) Rate the following on the basis of your satisfaction.
Services Excellent % Very Good
%
Fairly Good
%
Average% Poor%
Network
SMS Rate
New schemes
and offers

Customer Car
Recharge
Outlets
Call Rate
Value Added
Services
Q13) would you like to recommend AWCC to others?
No. of respondents

project report on AWCC(Afghan Wireless Communication Co..

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