A

RESEARCH REPORTON

“A Comparative study of Mobile Services with special reference to BSNL Telecom

and other telecom players”

SUBMITTED TOWARDS THE PARTIAL FULFILLMENT OF MASTER OF BUSINESS ADMINISTRATION

(SUBMITTED TO MTU, NOIDA)

ACADEMIC SESSION:

2013 – 2015

SUBMITTED TO : SUBMITTED BY:

Mr.AMIT KUMAR DINESH KUMAR[Research supervisor] MBA IV Sem

Roll No. 1360970016

JP SCHOOL OF BUSINESS, MEERUT1

(Affiliated to U. T. U, Noida)

DECLARATION

I hereby declare that this research report is an original work done by me

independently and or any part of this work has not been published for the award of

any other Degree or Diploma.

Project I herby declare that the report” entitled “COMPARISION OF BSNL WITH

ITS COMPITITORS” is the requirement of the M.B.A,JP SCHOOL OF

BUSINESS. Meerut is my own efforts information furnished in this research

report, is true to the best of my knowledge.

DINESH KUMAR

MBA IV SEM

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ACKNOWLEDGEMENT

It is my pleasant duty to offer my service acknowledgement to those honorable

personalities of the department who have been a constant source of help and

encouragement in carrying out this project.

I wish to express my indebtness to Mr. AMIT KUMAR (Research supervisor)

for her valuable suggestions and guidance throughout the project.

This research would not have been completed without friendly efforts of the all the

concerned authorities. Also this project enables me to have the know-how of the

effectiveness & working of the team spirit. Its web like structure helps me to have

added potential in myself to adjust easily to the tense & result oriented

environment of the organization.

DINESH KUMAR M.B.A. IV SEM

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INTRODUCTION

The telecommunications system in India was thrown open to private players in the 1990s.

The country is divided into multiple zones, called circles (roughly along state boundaries)

and the four largest cities (Delhi, Mumbai, Kolkata and Chennai) are circles in their own

right. The government owned BSNL runs local, mobile and long distance telephone

services all over the country (except in the Delhi and Mumbai circles). Several private

companies give competition to BSNL/MTNL in different circles.

Landlines: Landline service in India is primarily run by BSNL (MTNL in Delhi and

Mumbai). There are other companies too, such as Touchtel and Tata Teleservices

which do not have a pan-Indian presence. Reliance Infocom has licences to provide

services all over the country, but have started off only with CDMA mobile and fixed

mobile services (where the phone is not wired to the exchange, but is used like a fixed

line at home or office).

Landlines are now facing competition from mobile telephones (GSM and CDMA

based). Mobile phone connections are readily available from private companies for

relatively low prices. The competition has forced the government owned monopoly

BSNL (MTNL in Delhi and Mumbai) to become more efficient. The landline network

quality has improved and landline connections are now usually available on demand,

even in high density urban areas.

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In addition to the government monopoly, there are several private landline telephone companies,

notably Reliance and Tata Teleservices and Bharti (which runs the landline company Touchtel

and the mobile company Airtel).

Long distance service is now more comprehensive and cheaper, carried primarily on fiber optic

cable. There are several private long distance companies, the government owned BSNL

continues to use its monopoly against them. However, the competition has caused prices to drop

and calls across India are now comparable in price to calls across the continental United States.

Government landline provider:

Most of the people in the country are using the landline telephones which is

mainly provided by the government company. BSNL is the largest telecom operator in 

India and is known to everybody for Basic Telephony Services  for  over  100 years.

Presently the Plain old, Countrywide telephone service is being provided through 32,000

electronic exchanges, 326 Digital Trunk Automatic Exchanges(TAX), Digitalized Public

Switched Telephone Network (PSTN)  all interlinked by over 2.4 lakh km of Optical

Fiber Cable, with a host of Phone Plus value additions to our valued Customers. BSNL's

telephony  network expands throughout the vast expanses of the country reaching to the

remotest part of the country.

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Private landline provider:

1.Reliance Infocom : Reliance Infocom network is a pan India, high capacity, integrated

(wireless and wireline) and convergent (voice, data and video) digital network, designed to offer

services that span the entire Infocom value chain - infrastructure, services for enterprises and

individuals, applications and consulting. The network is designed to deliver services that will

foster a new way of life for a New India.

2. Tata Teleservices : Tata Teleservices is part of the INR 54,000/- crore (US$11.2 billion) Tata

Group, that has over 90 companies, over 210,000 employees and more than 2.16 million

shareholders. With an investment of over INR 9,000/- crore (US$ 2 billion) in Telecom, the

Group has a formidable presence across the telecom value chain. The Tata Group plans an

additional investment of around INR 9000/- crore (US$ 2 billion) in this sector in the next two

years. Tata Teleservices spearheads the Group's presence in the telecom sector. Incorporated in

1996, Tata Teleservices was the first to launch CDMA mobile services in India with the Andhra

Pradesh circle. According to the study of this field, I can say that consumers are very keen to

observe the every opportunity provided by the various players in the field of landline telephones.

Consumers showed the very effective attitude towards my study.

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OBJECTIVE OF STUDY

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OBJECTIVE OF STUDY

To know about the pre-purchase behavior of consumer under the following points:

a. Income effect on their consumption.

b. Source of information.

c. Occupational effect.

d. Purpose of purchasing landline phone.

To know about the factor which influence the customer at a time purchasing a landline

phone.

To study the comparative market of various company.

To know the satisfaction level of consumer.

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SCOPE OF THE STUDY

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SCOPE OF THE STUDY

According to the study the telecom sector is emerging sector in Indian industry. Landline and

mobile services are comprises under the telecom sector. An efficient and rapid of the information

is the catalyst for economic and social development. Vision 2020 conceives of India as evolving

into an information society knowledge economy. Where IT and telecommunication will be the

springboard of growth. Already telecom sector is improving opportunities for the people across

different social strata. A whole range of information based industries and application has come

up. Creating new sources of employment and earning.

Social attention must be focused on strengthening the regulatory framework and further

improving teledensity, broadband connectivity and providing telecom companies with the right

environment for infrastructure development.

My study concentrating over the following points.

1. Income effect show that middle income people are very interested to purchase the

landline so it is good area for concentrating by various companies.

2. Satisfaction level is very crucial for companies my study put light on this aspects.

3. Comparative study also help many companies to judge the place.

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COMPANY PROFILE

GOVERNMENT COMPANY.

o BSNL.

PRIVATE COMPANY.

o TATA INDICOM.

o RELIANCE INFOCOM.

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BSNL

GOVERNMENT LANDLINE PROVIDER

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VISION 

 To become the largest telecom Service Provider in  Asia.  

MISSION 

 To provide world class State-of-art technology telecom services to its customers on demand at

competitive prices.

 To Provide world class telecom infrastructure in its area of operation and to contribute to the

growth of the country's economy.

OBJECTIVES 

 To be the Lead Telecom Services Provider. 

To provide quality and reliable fixed telecom service to our customer and there by increase

customer's confidence. 

To provide mobile telephone service of high quality and become no. 1 GSM operator in its

area of operation.

To provide point of interconnection to other service provider as per their requirement

promptly.

To facilitate R & D activity in the country.

Contribute towards:

i. National Plan Target of 500 million subscriber base for India by 2010.

ii. Broadband customers base of 20 million in India by 2010 as per

Broadband Policy 2004.

iii. Providing telephone connection in villages as per government policy.

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BSNL is the largest telecom operator in India and is known to everybody for Basic Telephony

Services for  over  100 years. Presently the Plain old, Countrywide telephone service is being

provided through 32,000 electronic exchanges, 326 Digital Trunk Automatic Exchanges(TAX),

Digitalized Public Switched Telephone Network (PSTN)  all inter linked by over 2.4 lakh km of

Optical Fiber Cable, with a host of Phone Plus value additions to our valued Customers. BSNL'

stelephony  network expands throughout the vast expanses of the country reaching to there

motets part of the country.

         On October 1, 2000 the Department of Telecom Operations, Government of India became a

corporation and was christened Bharat Sanchar Nigam Limited (BSNL). Today, BSNL is the

No. 1 Telecommunications Company and the largest Public Sector Undertaking of India with

authorized share capital of $ 3600 million and net worth of $ 13.85 billion. It has a network of

over 45 million lines covering 5000 towns with over 35 million telephone connections.

With latest digital switching technology like OCB,EWSD,AXE-10,FETEX,NEC etc. and 

widespread transmission network including SDH system up to 2.5 Gbps, DWDM system up to

80 gbps, web telephony, DIAS, VPN, Broadband and more than 400,000 data customers , BSNL

continues to serve this great nation .Its responsibilities include improvement of the already

impeccable quality of telecom services, expansion of telecom network, introduction of new

telecom services in all villages and instilling confidence among its customers.

          

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  BSNL has managed to shoulder these  responsibilities remarkably and deftly. Today with over

45 million line capacity, 99.9% of its exchanges digital, nation wide Network management &

surveillance system (NMSS) to control telecom traffic and over  4,00,000 route kms of OFC

network, Bharat Sanchar Nigam Ltd is a name to reckon with in the world of connectivity.

The telephone infrastructure alone is worth about Rs. 1,00,000 crore(US $ 21.2 billion).

Turnover of Rs. 25,000 crore ( US $ 5.2 billion)

Add to which, BSNL's nationwide coverage and reach, comprehensive range of telecom services

and a penchant for excellence; and you have the ingredients for restructuring India for a bright

future.

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Hierarchy Table

Bharat Sanchar Nigam Limited

BSNL

Type Communication Service Provider

Availability    Countrywide except Delhi & Mumbai

Revenue US$ 9.04 billion (2006)

Owner The Government of India

Key people S.D. Saxena (CFO)

Kuldeep Goyal (CEO)

Founded 19th century, incorporated 2000

Website www.bsnl.co.in

Bharat Sanchar Nigam Limited (known as BSNL) is a public sector communications company

in India. It is the largest telecommunication company in India and the sixth largest in the world.

Its headquarters are at Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath, New

Delhi. It has the status of Mini-Ratana - a status assigned to reputed Public Sector companies in

India.

BSNL is India's oldest and largest Communication Service Provider (CSP). Currently BSNL has

a customer base of 65.3 million (Basic & Mobile telephony). It has footprints throughout India

except for the metropolitan cities of Mumbai and New Delhi which are managed by MTNL. As

on July 31, 2007 BSNL commanded a customer base of 32.7 million Wireline, 3.7 million

CDMA-WLL and 28.9 million GSM Mobile subscribers.

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History

The foundation of Telecom Network in India was laid by the British sometime in 19th century.

The history of BSNL is linked with the beginning of Telecom in India. In 19th century and for

almost entire 20th century, the Telecom in India was operated as a Government of India wing.

Earlier it was part of erstwhile Post & Telegraph Department (P&T). In 1975 the Department of

Telecom (DoT) was separated from P&T. DoT was responsible for running of Telecom services

in entire country until 1985 when Mahanagar Telephone Nigam Limited (MTNL) was carved out

of DoT to run the telecom services of Delhi and Mumbai. It is a well known fact that BSNL was

carved out of Department of Telecom to provide level playing field to private telecoms.

Subsequently in 1990s the telecom sector was opened up by the Government for Private

investment, therefore it became necessary to separate the Government's policy wing from

Operations wing. The Government of India corporatized the operations wing of DoT on October

01, 2000 and named it as Bharat Sanchar Nigam Limited (BSNL).BSNL operates as a public

sector.

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Main Services being provided by BSNL-

BSNL fixed services

BSNL provides almost every telecom service, however following are the main Telecom Services

being provided by BSNL in India:-

1. Universal Telecom Services : Fixed wire line services & Wireless in Local loop (WLL) using

CDMA Technology called bfone and Tarang respectively. BSNL is dominant operator in fixed

line. As on March 31, 2007 (end of financial year) BSNL had 76% share of fixed and WLL

phones.

BSNL Mobile

Pre-paid Mobile

1. Cellular Mobile Telephone Services: BSNL is major provider of Cellular Mobile

Telephone services using GSM platform under brandname Cellone. Pre-paid Cellular

services of BSNL are know as Excel. As on March 31, 2007 BSNL had 17% share of mobile

telephony in the country.

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BSNL Broadband

2. Internet: BSNL is providing internet as dial-up connection (Sancharnet) and ADSL-

Broadband Dataone. BSNL has around 50% marketshare in broadband in India. BSNL has

planned aggressive rollout in broadband for current financial year.

3. Intelligent Network (IN):

BSNL is providing IN services like tele-voting, toll free calling, premium calling etc.

BSNL Units

BSNL is divided into a number of administrative units, termed as telecom circles, metro

districts, project circles and specialized units, as mentioned below:-

Telecom Circles:

Telecom Circles & Metro districts are responsible for providing service to the

customers. There are 24 Telecom Circles and 2 Metro districts.

1. Andaman & Nicobar Telecom Circle

2. Andhra Pradesh Telecom Circle

3. Assam Telecom Circle

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4. Bihar Telecom Circle

5. Chhatisgarh Telecom Circle

6. Gujarat Telecom Circle

7. Haryana Telecom Circle

8. Himachal Pradesh Telecom Circle

9. Jammu & Kashmir Telecom Circle

10. Jharkhand Telecom Circle

11. Karnataka Telecom Circle

12. Kerala Telecom Circle

13. Madhya Pradesh Telecom Circle

14. Maharashtra Telecom Circle

15. North East-I Telecom Circle for Meghalaya, Mizoram and Tripura

16. North East-II Telecom Circle for Arunachal Pradesh, Manipur and Nagaland.

17. Orissa Telecom Circle

18. Punjab Telecom Circle

19. Rajasthan Telecom Circle

20. Tamil Nadu Telecom Circle

21. Uttar Pradesh (East) Telecom Circle

22. Uttar Pradesh (West) Telecom Circle

23. Uttranchal Telecom Circle

24. West Bengal Telecom Circle

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Metro Districts

1. Kolkata Telecom District

2. Chennai Telecom District

Project Circles

1. Eastern Telecom Project Circle

2. Western Telecom Project Circle

3. Northern Telecom Project Circle

4. Southern Telecom Project Circle

5. IT Project Circle, Pune

Maintenance Regions

1. Eastern Telecom Maintenance Region

2. Western Telecom Maintenance Region

3. Northern Telecom Maintenance Region

4. Southern Telecom Maintenance Region

Specialized Telecom Units

1. Data Networks

2. National Centre For Electronic Switching

3. Technical & Development Circle

4. Quality Assurance

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Manufacturing Units

1. Telecom Factory, Mumbai

2. Telecom Factory, Jabalpur

3. Telecom Factory, Richhai

4. Telecom Factory, Kolkata

Training Institutions

1. Advanced Level Telecom Training Centre(ALTTC)

2. Bharat Ratna Bhim Rao Ambedkar Institute Of Telecom Training

3. National Academy of Telecom Finance and Management

Other Units

1. Telecom Stores

2. Telecom Electrical Wing

3. Telecom Civil Wing

BSNL Present & Future

Since its corporatisation in October 2000, BSNL has been actively providing connections in both

Urban and Rural areas and the efficiency of the company has drastically improved from the days

when one had to wait for years to get a phone connection to now when one can get a connection

in even hours. Pre-activated Mobile connections are available at many places across India. BSNL

has also unveiled very cost-effective Broadband internet access plans (DataOne) targeted at

homes and small businesses. At present BSNL enjoys around 45% of market share of ISP

services.

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Year of Broadband 2007

2007 has been declared as "Year of Broadband" in India and BSNL is in the process of providing

5 million Broadband connectivity by the end of 2007. BSNL has upgraded existing Dataone

(Broadband) connections for a speed of up to 2 Mbit/s without any extra cost. This 2 Mbit/s

broadband service is being provided by BSNL at a cost of just US$ 5.5 per month. Further,

BSNL is rolling out new Broadband services as Triple play (telecommunications).

BSNL is planning to increase its customer base to 108 million customers by 2010. With the

frantic activity in the communication sector in India, the target appears achievable, however due

to intense competition in Indian Telecom sector in recent past BSNL's growth has slowed down.

BSNL is pioneer of Rural Telephony in India. BSNL has recently bagged 80% of US$ 580 m

(INR 2,500 crores) Rural Telephony project of Government of India.

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Challenges

During Financial Year 2006-2007 (From April 01, 2006 to March 31, 2007) BSNL has added 9.6

million new customers in various telephone services taking its customer base to 64.8 million.

BSNL's nearest competitor Bharti Airtel is standing at a customer base of 39 million. However,

despite impressive growth shown by BSNL in recent times, the Fixed line customer base of

BSNL is declining. In order to woo back its fixed-line customers BSNL has brought down long

distance calling rate under OneIndia plan, however, the success of the scheme is not known.

However, BSNL faces bleak fiscal 2006-2007 as users flee, which has been accepted by the

CMD BSNL.

Presently there is an intense competition in Indian Telecom sector and various Telcos are rolling

out attractive schemes and are providing good customer services. However, BSNL being legacy

operator and its conversion from a Government Department, earns lot of criticism for its poor

customer service. Although in recent past there have been tremendous improvement in working

of BSNL but still it is much below the Industry's Expectations. A large aging (average age 49

years(appx)) workforce (300,000 strong), which is mostly semi-illetrate or illeterate is the main

reason for the poor customer service. Further, the Top management of BSNL is still working in

BSNL on deputation basis holding Government employee status thus having little commitment

to the organisation. Quality of the workforce will also remain an issue.

Access Deficit Charges (ADC, a levy being paid by the private operators to BSNL for provide

service in non-lucarative areas especially rural areas) has been slashed by 37% by TRAI, w.e.f.

April 01, 2007. The reduction in ADC may hit the bottom-

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Finance

Bharat Sanchar Nigam Limited, the largest Public Sector Undertaking of the Nation, is

certainly on a financial ground that's sound. 

 The Company has a net worth of Rs. 84,948 crores (US$ 19.49 billion), authorized equity

capital of Rs. 10,000 crores (US $ 2.29 billion), Paid up Equity Share Capital of Rs. 5,000

crores (US $ 1.15 billion) and Revenues is Rs. 39,715 crores (US $ 9.11 billion) in 2009-10.

(Note: INR 1 = USD 0.022941 as on 31-03-2010

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Gross Investment in Fixed Assets

The BSNL is making substantial investment year to year for its network expansion and

modernization. During the current financial year BSNL has made the gross investment of Rs.

8153 crores ( US $ 1.87 billion) in Fixed Assets. These investments have been financed by the

internal accruals.

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Dear Customers,

I have taken over as CMD BSNL on 1st of August, 2007. On assuming my new assignment, I

would like to reiterate our commitment to provide services to the satisfaction of our esteemed

customers. BSNL is a total telecom solutions provider, offering landline, fixed wireless, mobile

and internet services all over the country except for metro cities of Delhi and Mumbai. BSNL's

broadband services are also presently available in 1077 cities .

As you are aware of, Year 2007 has been declared as "Year of Broadband". We plan to extend

broadband coverage to 1500 cities/towns and 20000 villages during the current year. The

existing broadband capacity of 1 million ports is planned to be augmented by 5 million ports.

BSNL.s thrust is to extend broadband connectivity to rural areas. An ambitious project is being

taken up to deploy 1.8 million ports for providing broadband connectivity to rural areas through

wireline as well as wireless techniques. Multiplay services over broadband connections have

already been launched in cities like Pune, Bangalore and Kolkatta and we plan to roll out these

services in a number of important cities progressively. Through a single connection, the

customers will have the freedom to talk, surf internet and watch cable TV or video

simultaneously. Facilities like online gaming etc. are also available over broadband.

BSNL has planned to expand its fixed wireless (WLL) network to provide telephone connections

on demand. Expansion of WLL network would also help faster rollout of services in rural areas.

We also have an ambitious plan to expand the mobile network with special emphasis to serve

rural populace.

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Of late there was a capacity constraint in our mobile network but the constraint would be

overcome shortly and we will roll out additional capacity aggressively.

BSNL is also providing host of IVRS and SMS based value added services on wireline and

wireless connections such as cricket score, opinion polls, poll results, jokes, astrology,

information services, contests, games, chat, ringtones, logos, wall papers etc. BSNL has also

introduced Location Based Services for GSM customers. Customers can avail of these services at

affordable rates. It has been our endeavor to keep our tariff structure most affordable and

transparent.

BSNL has formulated new schemes to provide free Centrex facility to Corporate

Customers/Commercially Important Customers/Multi-storey complexes/Residential Housing

Societies etc. where customers do not have to pay for the cost of the equipment. Details of these

schemes are available on our website.

BSNL is striving hard to provide quality service to its valued customers. In this endeavor our

executives at customer service centers are being empowered to facilitate Single Window Service

at the counter itself where most of the routine business can be transacted without hassles of going

to different places. We have also launched Customer Care Portal to accept online registration of

customers. request for various services and lodging complaints. The Portal has already been

launched in A.P, Rajasthan, Kerala, Karnataka and Punjab Circles. In remaining Circles, portal

will be launched progressively by Dec, 2007

I thank our all esteemed customers for the faith reposed in our services. We reaffirm our

commitment to empower our customers with world class state-of-the art services at affordable

rates. We look forward to your continued patronage with us.

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(Kuldeep Goyal)

PHONE PLUS SERVICES

Gone are the days when basic telephones was used only to make and receive calls. With the aid

of state-of-the-art digital exchanges, BSNL offers you a host of phone plus services, converting

your old basic telephones to a sophisticated tool which can be used for a variety of applications.

Basic Telephone Services

The Plain old, Countrywide telephone Service through 32,000 electronic exchanges. Digitalized

Public Switched Telephone Network (PSTN) with a host of Phone Plus value additions.

BSNL launched DataOne broadband service in January 2005 which shall be extended to  198

cities very shortly. The service is being provided on existing copper infrastructure on ADSL2

technology. The minimum speed offered to the customer  is  256 Kbps at Rs. 500/- per month

only. Subsequently, other services such as VPN, Multicasting, Video Conferencing, Video-on-

Demand, Broadcast application etc will be added.

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Internet

Keeping the global network of Networks networked, the countrywide Internet Services of BSNL

under the brand name includes Internet dial up/ Leased line access, CLI based

access (no account is required) and DIAS service, for web browsing and E-mail applications.

You can use your dialup sancharnet account from any place in India using the same access no

'172233' , the facility which no other ISP has. BSNL has customer base of more than 1.7 million

for sancharnet

Internet Telephony service is also started under the brand name , using this you can

make calls to a person in  UK, USA, Canada and many more countries for as cheap as Rs. 4.50/-

per minute only. BSNL also offers Web hosting and co-location services at very cheap rates.  

ISDN

Integrated Service Digital Network Service of BSNL utilizes a unique digital network providing

high speed and high quality voice, data and image transfer over the same line. It can also

facilitate both desktop video and high quality video conferencing

Intelligent Network

Intelligent Network Service (In Service) offers value-added services.

I-Net

India’s x.25 based packet Switched Public Data Network is operational in104 cities of the

country. It offers x.25 x.28 leased, x.28 Dial up (PSTN) Connection) and frame relayservices.

Leased Lines & Datacom

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BSNL provides leased lines for voice and data communication for various application on point to

point basis. It offers a choice of high, medium and low speed leased data circuits as well as dial-

up lines. Bandwidth is available on demand in most cities. Managed Leased Line Network

(MLLN) offers flexibility of providing circuits with speeds of nx64 kbps up to 2mbps, useful for

Internet leased lines and International Principle Leased Circuits (IPLCs).

Cellular Mobile Service  

BSNL’s GSM cellular mobile service Cellone has a customer base of over 5.2 million. CellOne

provides all the services  like MMS, GPRS, Voice Mail, E-mail, Short Message Service (SMS)

both national and international, unified messaging service (send and receive e-mails) etc. You

can use CellOne in over 160 countries worldwide and in 270 cellular networks and over 1000

cities/towns across India. It has got coverage in all National and State Highways and train routes.

Wireless in Local Loop

This is a communication system that connects customers to the Public Switched Telephone

Network (PSTN) using radio frequency signals as a substitute for conventional wires for all or

part of the connection between the subscribers and the telephone exchange.

Telephone

Basic Telephone (Bfone)

Total Number of connections As on 3,31,49,457

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10.07.2010

WLL (Tarang)

Total Number of connectionsAs on

10.07.201035,99,544

Village Public Telephones

Total Number of TelephonesAs on

10.07.20105,53,484

Public Telephones (Local, STD and Highway)

Total Number of Public TelephonesAs on

10.07.2010 20,82,824

STD Stations

Number of STD StationsAs on

10.05.2010 32,011

Transmission Systems as on 10.07.2010

Digital (Route kms)

Coaxial 6,024

50,199

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Microwave

UHF 45,130

Optical Fiber 5,17,354

Satellite Based Services (as on 10.07.2010)

MCPC-VSATs 113

IDR Systems (2 Mb/ 8 Mb) 99/24

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PRIVATE LANDLINE PROVIDER

TATA INDICOM.

RELIANCE INFOCOM.

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TATA INDICOM

PRIVATE LANDLINE PROVIDER

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INTRODUCTION

Tata Teleservices is part of the INR 64,350 Crore (US$14.3 billion) Tata Group, that has over 90

companies, over 210,000 employees and more than 2.16 million shareholders. With an

investment of over INR 9,000 Crore (US$ 2 billion) in Telecom, the Group has a formidable

presence across the telecom value chain. The Tata Group plans an additional investment of

around INR 9000/- Crore (US$ 2 billion).

Tata Teleservices spearheads the Group's presence in the telecom sector. Incorporated in 1996,

Tata Teleservices was the first to launch CDMA mobile services in India with the Andhra

Pradesh circle.

Starting with the major acquisition of Hughes Tele.com (India) Limited [now renamed Tata

Teleservices (Maharashtra) Limited in December 2002, the company has swung into expansion

mode. Tata Teleservices operates in 20 circles i.e. Andhra Pradesh, Chennai, Gujarat, Karnataka,

Delhi, Maharashtra, Mumbai, Tamil Nadu, Orissa, Bihar, Rajasthan, Punjab, Haryana, Himachal

Pradesh, Uttar Pradesh (E), Uttar Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West

Bengal. The company has a customer base of over 3 million. The investment in the company as

of March 2004 totals INR 5995 Crore (US$ 1200 million).

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The company, which heralded convergence technologies in the Indian telecom sector, is today

the market leader in the fixed wireless telephony market.

Tata Teleservices has recently, marked its entry into the Prepaid segment by launching 100 %

Sacchai True Paid, across all its existing 20 circles. With the latest initiative, Tata Indicom has

opened up new frontiers for the Indian prepaid customers by offering 1-second pulse and 100 %

talk time on True Paid.

Today, the company serves more than 3 million customers in over 824 towns. With an

ambitious rollout plan both within existing circles and across new circles, Tata Teleservices will

offer world-class technology and user-friendly services to over 1000 cities in 20 circles by March

2005.

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TATA INDICOM PHONE

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Landline Services based on the state of the art Optical Fiber Cable-based backbone.

Superior Voice Clarity

Instant and hassle-free connection

Accurate billing

Secure and tamper-proof lines

Responsive and friendly services

24*7 friendly customer service

If you take a wireline connection, your telephone is connected to the Tata Indicom exchange

by a combination of high technology fiber-optic cables and copper cables. Global standard

today, fiber-optic cables enable our network to handle higher capacities of load as compared

to ordinary cables and at much higher transmission speeds. This gives you trouble-free and

faster connectivity.

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Phone Connection

1. For Your home

Tata Indicom offers you almost instant phone connections. Get yourself the Tata Indicom

Landline Services based on the state of the art Optical Fiber Cable-based backbone.

Tata Indicome Phone Connection Advantage:

Superior Voice Clearity

Instant and hassle-free connection

Accurate billing

Secure and tamper-proof lines

Responsive and friendly services

24*7 friendly customer service

A global standard today, fiber-optic cables enable our network to handle higher capacities of

load as compared to ordinary cables and at much higher transmission speeds. This gives you

trouble-free and faster connectivity. If you take a wireline connection, your telephone is

connected to the Tata Indicom exchange by a combination of high technology Fiber-optic.

41

2. For Small Medium Business

Get a phone connection almost instantly. Get Tata Indicom Land Line connection based on the

state of the art Optical Fiber Cable-based backbone. Enjoy greater voice clarity and say goodbye

to excessive billing.

Wire-line telephones are connected to the Tata Indicom exchange by a combination of high

technology fiber-optic cables and copper cables. A global standard today, fiber-optic cables

enable our network to handle higher capacities of load as compared to ordinary cables, and at

much higher transmission speeds. This gives you trouble-free and faster connectivity.

3. For Enterprises

Tata Indicom offers you almost instant phone connections. Get Tata Indicom Landline Phone

services based on the state of the art Optical Fiber Cable-based backbone. Enjoy greater voice

clarity and say goodbye to excessive billing.

If you take a wire-line connection, your telephone is connected to the Tata Indicom exchange by

a combination of high technology fiber-optic and copper cables. A global standard today, fiber-

optic cables enable our network to handle higher capacities of load as compared to ordinary

cables and at much higher transmission speeds. This gives you trouble-free and faster

connectivity

42

PRODUCTS AND SERVICES

Tata Indicom offers a complete range of affordable telecom solutions for your home and

business needs. Be it Tata Indicom mobile, Smart Wireless Service, Public Phone booths,

Broadband services or Centrex, we are present in every sphere of the telecommunications

market, endeavoring to make your life comfortable and hassle free.

We have a wide-range of product and service offerings to meet every need of yours:

Voice

  Tata Indicom Mobile

  Tata Indicom Push-To-Talk Service

  Tata Indicom Walky

  Tata Indicom Fixed Wire Phone Connection

  Tata Indicom ISDN Services

  Tata Indicom Centrex

  Tata Indicom E1 Links

  Tata Indicom Basic/Primary Rate ISDN

  Tata Indicom Managed Leased Lines

  Tata Indicom Direct Inward Dialling (DID)

  Tata Indicom Public Phone Booth

  Tata Indicom Voice Reminder Services

43

Data

Tata Indicom Shared and Dedicated Internet Bandwidth

  Tata Indicom Virtual Private Networks (VPN)

  Tata Indicom Hosting Services

  Tata Indicom Internet Access Solutions

  Tata Indicom ADSL & DSL

Internet

  Tata Indicom Post-Paid Internet connection   Tata

Indicom Broadband Internet Services

  Tata Indicom Corporate Dial Up   Tata

Indicom Corporate Internet ISDN   Tata Indicom

Internet Private Leased Circuits(IPLC)   Tata Indicom

Internet leased lines (ILL)   Tata Indicom

Managed Data Network Services (MDNS)   Tata Indicom

INMARSAT   Tata Indicom TV Uplink

Tata Indicom Internet Data Centers   Tata

Indicom NLD leased line

Tata Indicom Conference Services

  Tata Indicom Conference Call Service

  Tata Indicom Web Conference Service

44

RELIANCE INFOCOM

PRIVATE LANDLINE PROVIDER

45

INTRODUCTION

Reliance Infocomm is the outcome of the late visionary Dhirubhai Ambani's (1932-2002) dream

to herald a digital revolution in India by bringing affordable means of information and

communication to the doorsteps of India's vast population.

"Make the tools of infocom available to people at an affordable cost, they will overcome the

handicaps of illiteracy and lack of mobility", Dhirubhai Ambani charted out the mission for

Reliance Infocom in late 1999. He saw in the potential of information and communication

technology a once-in-a-lifetime opportunity for India to leapfrog over its historical legacy of

backwardness and underdevelopment.

Working at breakneck speed, from late 1999 to 2002 Reliance Infocomm built the backbone for a

digital India - 60,000 kilometers of fiber optic backbone, crisscrossing the entire country. The

Reliance Infocom pan-India network was commissioned on December 28, 2002, the 70th - birth

anniversary of Dhirubhai. This day also marked his first birth anniversary after his demise July -

6, 2002.

Reliance Infocomm network is a pan India, high capacity, integrated (wireless and wire line) and

convergent (voice, data and video) digital network, designed to offer services that span the entire

Infocomm value chain - infrastructure, services for enterprises and individuals, applications and

consulting. The network is designed to deliver services that will foster a new way of life for a

New India.

46

DHIRUBHAI'S DREAM

Late Dhirubhai Ambani built Reliance from scratch to be in the reckoning for a place in the

Global Fortune 500 list. This achievement is even more significant due to the fact, that the entire

growth was achieved in an organic manner and in a span of just 25 years.

The corporate philosophy he followed was short simple and succinct - "Think big. Think

differently. Think fast. Think ahead. Aim for the best". He inspired the Reliance team to do

better than the best - not only in India but also in the world.

Dhirubhai Ambani, Founder Chairman of the Reliance Group, had an acute sense that education

alone empowers people. He was a great communicator. He communicated to inspire, to guide, to

educate and to motivate.

power of information and communications. He would often say: "make the tools of infocomm

available to people at an affordable cost, they will overcome the handicaps of illiteracy and lack

of mobility".

He wanted a telephone call to be cheaper than a post card. This, he believed, would transform

every home, empower every Indian, remove the roadblocks to opportunity and demolish the

barriers that divide our society.

Dhirubhai Ambani was of the conviction that infocomm would energies enterprises, galvanize

governance, make livelihood an enjoyment, learning an experience, and living an excitement.

47

Vision

"We will leverage our strengths in executing complex global-scale projects to make leading edge

information and communication services affordable by all individual consumers and businesses

in India. We will offer unparalleled value to create customer delight and enhance business

productivity. We will also generate value for our capabilities beyond Indian borders while

enabling millions of India's knowledge workers to deliver their services globally".

Business

Reliance Infocomm will offer a complete range of telecom services, covering mobile and fixed

line telephony including broadband, national and international long distance services, data

services and a wide range of value added services and applications that will enhance productivity

of enterprises and individuals.

Reliance India Mobile, the first of Infocomm's initiatives was launched on December 28, 2002,

the 70th birthday of the Reliance group founder, Shri. Dhirubhai H. Ambani.

This marks the beginning of Reliance's dream of ushering in a digital revolution in India by

becoming a major catalyst in improving quality of life and changing the face of India. It aims to

achieve this by putting the power of information and communication in the hands of the people

of India at affordable costs.

Reliance Infocomm will extend its efforts beyond the traditional value chain to develop and

deploy telecom solutions for India's farmers, businesses, hospitals, government and public sector

organizations.

48

Reliance Group

The Reliance Group founded by Dhirubhai H. Ambani (1932-2002) is India's largest business

house with total revenues of over Rs 99,000 crore (US$ 22.6 billion), cash profit of Rs 12,500

crore (US$ 2.8 billion), net profit of Rs 6,200 crore (US$ 1.4 billion) and exports of Rs 15,900

crore (US$ 3.6 billion).

The Group's activities span exploration and production (E&P) of oil and gas, refining and

marketing, petrochemicals (polyester, polymers, and intermediates), textiles, financial services

and insurance, power, telecom and infocom initiatives. The Group exports its products to more

than 100 countries the world over. Reliance emerged as India's Most Admired Business House,

for the third successive year in a TNS Mode survey for 2003.

Reliance Group revenue is equivalent to about 3.5% of India's GDP. The Group contributes

nearly 10% of the country's indirect tax revenues and over 6% of India's exports. Reliance is

trusted by an investor family of over 3.1 million - India's largest.

49

RELIANCE INDIA PHONE

1. Fixed Line Phone (FLP)

Telephony gets a new dimension when experienced on the Fixed Line Phone (FLP). This has

been made possible through 'Intelligent FSK' signaling, a first time in India, that makes a host of

intelligent features possible on our fixed line phones.

Moreover the single touch intelligent menu driven interface lets you use all the Reliance FLP

features without having to remember the feature activation codes. What's available as a result is

'NextGen Phone with unique features'

Benefits

1.Zero Effective Rentals:

2.Feature Packed Service at No Extra Cost:

3.Competitive Call Rates:

4.Enhanced convenience:

Fixed Line Phone (FLP) - Features

NextGen Caller ID

Speaker Phone

3-way Conferencing

Delayed Hotline

Call Forwarding

Call Transfer

Direct Internet Access

Alarm Call

50

2. Fixed Wireless Phone (FWP)

1. No Wires Attached

2. Wireless Internet (R Connect)

3.Mobile Phone's Features

4.Zero effective Rentals

Fixed Wireless Terminal (FWT)

1. Great Savings

2. Zero Effective Rentals

3.Parallel Connection Facility

4.No Wires Attached

FWT – Features

Connect to standard telephone/cordless

Connect to PBX

Connect to PC Internet access

Parallel connection facility

Secure tap proof connection

3 way call conference

Speed dialing

Voice mail Facility

Hotline

Call wait / call hold

Call divert

Alarm

51

4. ISDN BRI

ISDN BRI is a hi-tech yet hassle free digital telephony service. It empowers you with

communication solutions encompassing voice, data and Internet over a single line at speeds up to

128 Kbps. You can choose to either have one data channel of 128 Kbps, or have two seperate

channels of 64 Kbps each for voice and data.

BENEFITS

1.One line, two channels

2.Quick call set up, High speeds

3.Speeds up to 128 Kbps

4.Digital security

5. Smart Office

Your office can now get the digital PBX functionality without having to invest in and maintain

any equipment. Introducing the Reliance Smart Office - a Business-class Centrex - which offers

carrier grade reliability and scalability coupled with the benefits of outsourcing.

Benefits of Reliance Smart Office

1. Digital PBX functionality

2. Carrier grade Reliability & scalability

3. Multi-Office solution

4.Outsourcing benefits

52

Smart Office – Features

Call Management features

Call Forward on Busy

Call Forward on No reply, or

Forward all incoming calls

Voice Mail

Absentee Subscriber Service

Manager- Secretary Working

PC based Attendant Console

NextGen Caller ID

Speakerphone

Delayed Hotline

6. Analog Trunk Solutions

Do you have three or more lines terminating on your KTS/ PBX? Do your callers struggle to

remember multiple telephone numbers of your office? Do the free calls on some of your phone

lines remain unused?

If any of these problems are bothering you then Reliance Analog Trunk Solutions is perfect for

you.

 

Benefits of Reliance Analog Trunk Solutions53

1. Optimise Spends

2. Single Hunting Number

3. Shared Commitment Plan

4. Better call rates at lesser commitment

5. Single bill option

7. Community Phone

Benefits of Reliance Community Phone

1. Intercom and Landline on a single telephone

2. Zero effective rentals

3. Feature-packed service at no extra costs

4. Competitive call rates

Community Phone - Features

NextGen Caller ID

Speakerphone.

3-way Conference

Mobile Phone Features

Quick Dialing

54

8. E1 DID

Digital channels over a 4-wire system. Each channel can be configured as incoming, outgoing or

two-way, allowing effective management of voice traffic.

BENEFITS

1. Direct Line for every user

2. Digital quality

3. Saving on recurring costs

4. Direct Line Number Display (DLND)

5. Enhanced service Availability

6. No congestion or busy signals

55

STATEMENT OF PROBLEM

56

STATEMENT OF PROBLEM

Telecom liberalization began early in the 1990s when the sector was thrown open to the private

sector. like most new things initially, there were gaps which have since then been slowly

corrected. India can today boast of an infrastructure that is comparable to the best in the world.

In the mid 1990. it was estimated that 10-15 years after the introduction of mobile telephony,

mobile customers would plateau at about 50 per sent of the fixed telephone .

In my study I found the different problems these are.

1. Consumers opt for landline connection for status but not as communication means.

2. In the growing field of mobile, landline phone are outdated.

3. Heavy expenses in the installing of infrastructure of the telecom.

57

METHODOLOGY

58

59

Objective of the study

Research design

Sample design

Data collection

Data analysis

Reporting of findings

RESEARCH DESIGN

A research design is a arrangement of conditions for collection at analysis of data in manner that

combines relevance to the research purpose with economy in processor.

DISCRIPTIVE RESEARCH DESIGN

Descriptive research studies are those studies, which are concerned with., described the

characteristics of particular individual. In descriptive as well as in diagnostic studies, the

researcher must be ale to define clearly, what he wants to measure and must find adequate

methods for it along with a clear cut ‘population’ he wants to study Since the aim is to obtain

complete and accurate information in the said studies ,the procedure to be used must be carefully

planned. The research design must make enough provision for protection against bias and must

maximize reliability with due concern for the economical completion of the research study

&must focus attention of the following

NEED OF RESEARCH DESIGN:

Research design is needed because it facilitate the both smooth saling of various research

operation there by making research is efficient as possible yielding maximum information with

minimum expenditure of time and money.

Over all design: -Rigid design.

Sampling design: -Probability sampling design random sampling.

Statically Design: - Pre plan design for analysis.

Observation design: - Structure or well out instruments for collection of data.

Operational design: - Advance design about operational processor.

60

Descriptive research design are those studies are consult with describing the characteristics of

particular individual or of a group. Descriptive method are commonly use of direct basis of

marketing. It is ensure minimum byes. It provides information that helps executive make

rational decision.

SAMPLING DESIGN

A Sample design is a definite plan for obtaining a sample from a given population . it refers to

the technique or the procedure adopted

In selecting items for the sample. The main constituents of the sampling design below-

Sampling unit

Sample size

Sampling procedures

SAMPLING UNIT

A sampling framework i.e. developed for the target population that will be sampled i.e. who is to

be surveyed –

Consumer

SAMPLE SIZE

It is the substantial portions of the target population that are sampled achieve reliable results.

Consumer - 50

SAMPLING PROCEDURE

61

The procedure to choose the respondents to obtain a representative sample a non- probability

sampling technique is applied for the target market.

Non-Probability Sampling

It is a purposive sampling which deliberately chooses the particular units of the universe of

constituting a sample on the basis that the small mass that they so select out of a huge one will be

typical or representative of the whole.

Judgment Sampling

To select population member who are good prospects for accurate information.

62

DATA COLLECTION

PRIMARY DATA.

SECONDARY DATA.

63

DATA COLLECTION

The data collection process is the predefined task that I have to undergo. The data collection process

starts right day till the final day on the field. During the whole period a list of different respondent

scattered around whole of the Banaras gets visited.

There are several ways of collecting appropriate data that differ considerably in context of money,

time cost and other resources at the disposal of researcher. The tools used for data collection are as:

PRIMARY DATA

The primary data are those data, which are collected afresh and for the first time and happen to

be original in character. The primary data to be collected for the study are--

By Questionnaire : -

Questionnaire is a formularized instrument for as kind information directly from a respondent

and concerning behavior demography characteristics level of knowledge and or attitude believes

and feelings.

The term questionnaire is a list of obtaining specific information about a defined problem so that

the data after analysis & interpretation ,result in a better appreciation of the problems. A

questionnaire form, which has to be, completed an interviewer. Often referred as schedule.

By Personal Interview:- Under this method of collecting data there is face to face context

with the person from whom the information is obtained. The pattern used is Structured and

indirect Interview.

64

SECONDARY DATA: - Secondary data are those which have already been collected by some

one and which have already passed through statically process.

Various publication of the central, state and local governments;

Various publications of foreign government or of international bodies and their subsidiary

organization;

Technical and trade journals:

Books magazines and newspapers;

Reports and publications of various associations connected with business and industry,

banks, stock, exchange etc;

Reports prepared by research scholars, universities, economists etc. in different fields,

Public’s records and statistics, historical documents, and other sources of published

information. The sources of unpublished data are many; they may be found in diaries, letters,

unpublished biographies and auto.

65

DATA REPRESENTATION

66

Availability of land line Phone

TABLE–1

PRIMARY DATA SAMPLE SIZE-50

Landline Phone No. of Respondent Percentage

Yes 41 82

No 09 18

Total 50 100

Awareness of Private landline provider

TABLE–2

PRIMARY DATA SAMPLE SIZE-50

Private Landline

Phone

No. of Respondent Percentage

Aware 21 42

Unaware 15 30

Undeciding 14 28

Total 50 100

67

Consider the landline is better than Mobile

TABLE–3

PRIMARY DATA SAMPLE SIZE-50

Better Landline

Phone

No. of Respondent Percentage

Economic 27 54

Service has new

improved

03 06

Easy in reach 07 16

No. fear of

theft/loss

08 16

Evan layman

operate it

05 10

Total 50 100

Purpose to purchase landline phone

TABLE–4

68

PRIMARY DATA SAMPLE SIZE-50

Purpose No. of Respondent Percentage

Official use 17 34

Home 23 46

Status symbol 10 20

Total 50 100

Factors which influence most at purchasing of

landline connection

TABLE–5

PRIMARY DATA SAMPLE SIZE-50

Factors No. of Respondent Percentage

Economic call rate 19 38

Good connectivity 23 46

Tones 02 04

ID caller 06 12

Colors 00 00

Total 50 100

Satisfaction with their landline

TABLE–6

PRIMARY DATA SAMPLE SIZE-50

Satisfaction No. of Respondent Percentage

69

BSNL 27 54

Reliance 15 30

Tata 08 16

Total 50 100

Problems they are facing from landline phone

TABLE–7

PRIMARY DATA SAMPLE SIZE-50

Problem No. of Respondent Percentage

Disturbance in

lines during calls

17 34

Cross connection 07 14

Errors in bill 09 18

Complaints are

attended very late

13 26

Instrument

problem

04 8

Total 50 100

Satisfied after sale service with existing landline

phone

TABLE–8

PRIMARY DATA SAMPLE SIZE-50

Satisfied sale No. of Respondent Percentage

70

service

Yes 15 30

No 35 70

Total 50 100

Awareness about different scheme provider by BSNL

& private landline provider

TABLE–9

PRIMARY DATA SAMPLE SIZE-50

Different scheme No. of Respondent Percentage

BSNL 35 70

Reliance 11 22

Tata 04 08

Total 50 100

Which landline providing better after sale service

TABLE–10

PRIMARY DATA SAMPLE SIZE-50

After sale service No. of Respondent Percentage

BSNL 35 70

Reliance 11 22

Tata 04 08

Total 50 100

71

Private landline provider offer better services as

compared BSNL

TABLE–11

PRIMARY DATA SAMPLE SIZE-50

Better Private

service

No. of Respondent Percentage

Yes 37 74

No 13 26

Total 50 100

Awareness about charges of private landline provider

TABLE–12

PRIMARY DATA SAMPLE SIZE-50

Amount awareness No. of Respondent Percentage

Yes 13 24

No 37 74

Total 50 100

72

Rating by consumer about different landline land line

provider

TABLE–13

PRIMARY DATA SAMPLE SIZE-50

Better option of

landline

No. of Respondent Percentage

BSNL 35 70

Reliance 11 22

Tata 04 08

Total 50 100

Consider about the future of landline in India

TABLE–14

PRIMARY DATA SAMPLE SIZE-50

Future of landline

in India

No. of Respondent Percentage

Good 11 22

Excellent 30 60

Bad 05 10

Worst 04 08

Total 50 100

73

ANALYSIS OF DATA

74

ANALYSIS OF DATA

After data have been collected researcher turns to the task of analysis them. The analysis of the

task of closely related option such as establishment of categories, the application of these

calories to raw data through coding tabulation and then drawing.

Statistical inferences:

1) Coding

2) Editing

3) Tabulation

Coding operation is usually done at this stage through which the categories of data was transfer

into symbols that may be tabulated add counted.

Editing was the procedure that improves the quality of data for coding with the stage was ready

for tabulation.

Tabulation was a part of the technical procedure where in the classified data are put in the form

of tables.

75

GRAPH-1

Availability of land line Phone

82% Respondent have the landline Phone.

18% Respondent have not landline Phone.

GRAPH-2

Awareness of Private landline provider

44% Respondents are aware about private landline Phone

provider.

30% Respondents are unaware about private landline Phone

provider.

76

28% Respondents are undeceiving about private landline Phone

provider.

GRAPH-3

Consider the landline is better than Mobile

54% Respondent consider landline better than mobile for

economic purpose.

6% Respondent consider landline better than mobile because

service has now improved.

14% Respondent consider landline better than mobile because it is

easy in reach.

16% Respondent consider landline better than mobile there is no

fear of theft/loss.

10% Respondent consider landline better than mobile because

even layman can operate it.

77

GRAPH-4

Purpose to purchase landline phone

34% Respondents have the purpose to purchase to landline Phone

for official use.

46% Respondents have the purpose to purchase to landline Phone

for off home use.

34% Respondents have the purpose to purchase to landline Phone

for status symbol.

78

GRAPH-5

Factors, which influence most at purchasing of landline

connection

38% Respondents are influenced most by the Economic call rate.

46% Respondents are influenced most by the Good connectivity.

04% Respondents are influenced most by the Tones.

12% Respondents are influenced most by the ID caller.

0% Respondents are influenced most by the Colors.

79

GRAPH-6

Satisfied after sale service with their existing landline phone

30% Respondents are satisfied with their existing landline phone.

70% Respondents are unsatisfied with their existing landline

phone.

80

GRAPH-7

Problems Respondents are facing from landline phone

34% Respondents are facing the problem of disturbance in line

during call.

14% Respondents are facing the problem of cross connectivity.

18% Respondents are facing the problem of errors in bill send to

customer.

26% Respondents are facing the problem of complaints are

attended very late.

8% Respondents are facing the problem in instrument.

81

GRAPH-8

Respondent Satisfied with their landline

54% Respondents are satisfied with BSNL.

22% Respondents are satisfied with Reliance.

24% Respondents are satisfied with Tata.

GRAPH-9

Awareness about different scheme provider by BSNL & private

landline provider

70% Respondents are aware about different scheme provided

BSNL.

22% Respondents are aware about different scheme provided by

Reliance.

82

8% Respondents are aware about different scheme provided by

Tata.

GRAPH-10

Which landline providing better after sale service

70% Respondent of this opinion that BSNL provide better after

sale service.

22% Respondent of this opinion that Reliance provide better after

sale service.

8% Respondent of this opinion that Tata provide better after sale

service.

83

GRAPH-11

Private landline provider offer better services as compared

BSNL

74% Respondents are of this opinion that private landline co.

provide better service as compared BSNL.

26% Respondents are of this opinion that private landline co. do

not provide better service as compared BSNL.

84

GRAPH-12

Awareness about charged by private landline provider

26% Respondents are aware about the charged by private landline

provider.

74% Respondents are unaware about the charged by private

landline provider.

85

GRAPH-13

Rating by consumer about different landline land line provider

70% Respondents are give rating to BSNL.

22% Respondents are give rating to Reliance.

8% Respondents are give rating to Tata.

86

GRAPH-14

Consider about the future of landline in India

22% Respondents considered the future of landline in India as

good.

60% Respondents considered the future of landline in India as

excellent.

8% Respondents considered the future of landline in India as

worst.

10% Respondents considered the future of landline in India as bad.

87

LIMITATIONS FINDINGS

&

RECOMMENDATION

88

LIMITATIONS

Despite the fact that the questionnaire method is widely used in marketing research it has several

important limitations.

Unwillingness of respondent to provide information.

Inability of respondent to provide.

Questionnaire can be administered to respondents who has considerable amount of

education.

Success and effectiveness mainly depends on the co-operation of the respondents.

In many situations researcher is not in a positions to detect the respondents is bias.

Unintelligent answers or misinterpretation of any questions by the respondents could

not be corrected.

Non-response rate is very high.

Cost constraint

Time consumption.

89

FINDINGS

Most of the respondents have a landline phone.

BSNL is the market leader in the landline phone.

40% respondents are aware about the private landline provider.

Customer are very much stick to the previous services.

Most of the respondent influence by their friends.

Economic aspect also lies in the surface area of mind.

Good connectivity is the factor, which influence most purchasing landline connection.

45% respondent have purpose to purchase the landline for home use.

35% respondents are facing the problem from the landline phone due to disturbance in

the line during the call.

53% respondents are satisfied with their landline phone.

Customers are very much unaware with private services.

More than 50% respondents are unaware about the different scheme provided by BSNL

& Private landline provider.

Some customers are fed up with the services of BSNL.

Some other private competitors also giving strong resistance.

Network at each & every place not their.

90

RECOMMENDATION

Brand promotion scheme must be made more attractive than the offer given in campaign.

Educating the customer regarding the usage of phone.

To increase the percentage of reach, the frequency of advertisement of private landline

has to be increase.

Landline phone provider should try to give better services.

The private landline provider should create awareness among the customer.

The private landline company should make attractive advertising campaign.

91

CONCLUSION

92

CONCLUSION

The result of the study can be useful for the telephone provider companies. The factors affection

consumer buying behavior is change according to their income effect. I have segmented the

survey in three categories i.e. student , self employed & serviceman.

Student are much attracting by the mobile phone. They wants to purchase on financed influence

by cash sales promotion schemes students are using their mobile for fun & joy.

Serviceman & self employed are giving preference to average low maintenance & price in

comparison to looks colors & brand image. Serviceman wants to purchase a landline phone for

home use.

93

BIBLIOGRAPHY

94

BIBLIOGRAPHY

BOOKS:

C. R. Kothari “ Research Methodology” Second Edition, Wishwa Prakashan.

Donald S. Tull , Dell I. Hawkins “ Marketing Research” Sixth Edition, Published by

Ashok k. Ghosh , Prentice-Hall Of India Pvt. Ltd.

MAGAZINES:

Business Today “ Depression In landline phone Sector” Page 25 January 2011.

Business Today , March 21, 2011 issue

WEBSITE

www.bsnl.co.in

www.tataindicom.com

www.relianceinfocom.com

www.google.com

95

ANNEXURE

96

QUESTIONNAIRE

Name:

Occupation:

Address:

Q.1. Do you have a landline Phone?

Yes No

Q.2. Which connection do you have?

BSNL Tata Indicom

Reliance

Q.3. Are you aware about Private landline provider?

Awareness Unawareness

Undeceiving

Q.4. Why do you consider that landline phone is better than the mobile

phone?

Economy No fear of theft/loss

Service has new improved Even layman pirate it

Easy in reach as it is installed

Q.5. By which medium, you come to know about this connection (Phone).

Advertising Friends

Family members Others

Q.6. What is your purpose to purchase this connection?

97

For official use For fun

This is a status symbol

Q.7. What are the factors, which influence most at the purchasing of

landline connection?

Economic call rate. Tones

Good connectivity Caller ID

Colors

Q.8. What type of problem you are facing with your landline phone?

Disturbance in lines during calls

Problem in the instrument

Problem of cross connectivity

Errors in bills send to the customer

Complaints are attended very late

By telephone deptt.

Q.9. Are you satisfied with your landline?

BSNL Tata Indicom

Reliance

Q.10. Are you aware about the different scheme provided by BSNL and

Private landline provider?

Awareness Unawareness

Undeceiving

Q.11. If you have a chance to purchase a new connection of landline

phone which will you prefer? 98

BSNL Tata Indicom

Reliance

Q.12. Which landline service provider are providing better after sale

services?

BSNL Tata Indicom

Reliance

Q.13. Are you satisfied with your landline service provider in case of after

sale service?

Yes No

Q.14. According to you which is better option.

BSNL Tata Indicom

Reliance

Q.15. Would you like to tell me your Expectation towards the attributes of

land line?

Portable Economic

Good connectivity Call rate

Caller ID

Q.16. Do you think that private landline co. can offer you better services as

compared to BSNL?

Yes No

Q.17. If yes/no please mention the reason?

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Q.18. Are you aware of the amount charged by the private landline provider?

Yes No

Q.19. If yes please mention the amount?

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Q.20. Does your pocket allow to afford the private landline connection?

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Q.21. How will you rate to different landline provider?

BSNL Reliance

Tata

Q.22. How do you consider the future of landline in India?

Good Excellent

Bad Worst

Q.23.Would you like to tell me your recommendation.

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