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A SUMMER TRAINING PROJECT
ON
CUSTOMER SATISFACTION WITH RESPECT TO
VODAFONE
A project report submitted in partial fulfillment of the requirements
For the degree of Master of Business Administration (III Sem)
Batch: 2012-14
SUBMITTED TO
Mr. Satyendra Arya
Faculty Guide
SUBMITTED BY
Gaurav Kumar Malik
MBA (III Sem)
Roll No. TMG1202036
COLLEGE OF MANAGEMENT & COMPUTER APPLICATION
(Affiliated to Teerthanker Mahaveer University, Moradabad)
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DECLARATION
I hereby declare that the project report entitled:
A Project Report on Customer Satisfaction with respect to Vodafone"
submitted in partial fulfillment of the requirement for the degree ofMaster of
Business Administration to Teerthanker Mahaveer University, Moradabad, is
my original work and not submitted for the award of any other degree, diploma,
fellowship, or any other similar title or prizes.
Place: _________
Date: _________
Gaurav Kumar Malik
MBA (III Sem)Roll No. TMG1202036
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CERTIFICATE
The project report ofGaurav Kumar Malik, Student of MBA (III Sem),
Roll No. TMG1202036) A Project Report on Customer Satisfaction with
respect to Vodafone" is approved and is acceptable in quality and form.
___________
Faculty Guide
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ACKNOWLEDGEMENT
I would like to thanks and gratitude to All the faculty members of College ofManagement & Computer Application (TMU), Moradabad for their valuable guidance
and support at all time.
I am thankful to all those people who provided me all the necessary information directly or
indirectly throughout this project report completed at time.
Gaurav Kumar Malik
MBA (III Sem)
Roll No. TMG1202036
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TABLE OF CONTENTS
Page Nos.
Executive Summary 06-07
Introduction 08-67
Problem of the Study 68
Objective 69
Research Methodology
70-83
Analysis
84-85
Conclusions 86
Recommendations 87
Bibliography
88
Appendix 89-91
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EXECUTIVE SUMMARY
It is also intended to probe the areas where Vodafone can improve and areas where it leads
from the other private players in the market.
India's telecommunications market is among the highest-potential markets globally, marked
by deregulation and rapid growth. Its cellular market alone is growing at 60% annually. This
demand will only accelerate as new technologies emerge to make new services possible.
Vodafone plans to grow its telecom business both in terms of geographical reach and in terms
of the products and services we will offer.
Vodafone is brought to you by Vodafone India Limited, one of the worlds leading
cellular service providers. We are known for our innovative approach and world class
technology. Our goal is to provide you superior products and services, anytime and
anywhere.
Vodafone established its presence in India in 1994, through a joint venture with Max India
Limited. In 1995, Vodafone in Mumbai & Gujarat, Kolkata, Andhra Pradesh, Karnataka,
Delhi, Chennai, Haryana, Rajasthan and UP (E).
India's telecommunications market is among the highest-potential markets globally, marked
by deregulation and rapid growth. Its cellular market alone is growing at 60% annually. This
demand will only accelerate as new technologies emerge to make new services possible.
Vodafone plans to grow its telecom business both in terms of geographical reach and in terms
of the products and services we will offer.
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VALUE ADDED SERVICES
Almost all the respondents are in for value added services. They would like to have
more information available on the cell phone. They wanted services like local
information on the cell phone.
While completing this project I found out that word of mouth was also an important
factor for choosing mobile service providers. For the study, both primary data and
secondary data were required. The primary data was collected based on a survey research,
using a structured questionnaire with both open and closed end questions.
The sampling procedure was probability sampling. Since the sample units were to be
cellphone subscribers, a stratified random sample was used. The mode of survey was of
personal interview, where the respondents filled up the questionnaires. The secondary data
was collected from business newspapers, magazines, company brochures, journals and the
internet.
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INTRODUCTION
Over867.02 millionpeople are using mobile phones in India today. More than 150% growth
over last fiscal, being attributed to increased competition and sharp fall in tariffs during the
past 12-15 months. Of the total mobile subscriber base, GSM (Global System for Mobile)
cellular industry - led by Bharti, BSNL, VODAFONE & IDEA - showed impressive growth
of 106%. There were 850 million GSM subscribers at the end of March 2013.
CDMA was 71.5 lakh at the end of March, 2013 with Reliance accounting for over 6.4 million
subscribers, followed by Tata Teleservices having 6.2 lakh customers. 15 lakh subscribers
joined the GSM base last month and over 4 lakh opted for CDMA mobile phones. Of the total
mobile subscriber base, GSM cellular industry - led by Bharti, BSNL and VODAFONE -
showed impressive growth of 106 per cent. There were 26.1 million GSM subscribers at the
end of March 2004, up from 13.4 million last March.CDMA was 7.1 million at the end of
March, 2004 with Reliance accounting for over 6.4 million subscribers, followed by Tata
Teleservices (Indicom), way behind at 620,000 customers.
Now with the launch of the Chinese mobile brand Kejian has been launched in India. The
company plans to spend close to Rs.40-crore in marketing promotions this year to establish
the brand's identity. Kejian has tied-up with the newly floated Trust Telecom Technologies
(part of Rs.600-crore Rajgarhia Group) for sales, marketing and service of the mobile handsets
in India and SAARC region. To start with, the company has launched four GSM models in the
price range of Rs.4,905 to Rs.16,650 offering latest features like high resolution colour
screens, video cameras and sleek looks. Of the total mobile subscriber base, GSM cellular
industry - led by Bharti, BSNL and VODAFONE - showed impressive growth of 106 per cent.
There were 26.1 million GSM subscribers at the end of March 2004, up from 13.4 million last
March.CDMA was 7.1 million at the end of March, 2004 with Reliance accounting for over
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6.4 million subscribers, followed by Tata Teleservices (Indicom), way behind at 620,000
customers.
So far the youth and upper middle class has led the growth and bought into mobile
lifestyle. But the ever cheaper pricing plans are coming to make mobile a commodity
like shampoos and soap. Can you hear me now, no you dont because soon there will
be a billion Indians talking.
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COMPANY PROFILE
Vodafone is brought to you by Vodafone India Limited, one of the worlds leading
cellular service providers. We are known for our innovative approach and world class
technology. Our goal is to provide you superior products and services, anytime and
anywhere.
Our values are stated simply. To be fair and transparent in what we do and how we do
it. To provide you quality services with more customer friendly practices. To make
your communications experience simple, pleasurable and fun. Where you don't simply
get technology - but technology that is relevant. Where solutions are not just promised
in the future - but delivered in the present.
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VODAFONE established its presence in India in 1994, through a joint venture with Max
India Limited. In 1995, VODAFONEison Max Tel Mumbai and VODAFONE in Gujarat,
Kolkata, Andhra Pradesh, Karnataka, Delhi, Chennai, Haryana, Rajasthan and UP (E).
Today, VODAFONEison is the one of the largest providers of cellular services in India with
presence in all the major regions - Orange .It is also the country's largest roaming operator,
with a more extensive network in India and around the world than any other operator.
It is part of the Hong Kong based multinational conglomerate VODAFONEison Whampoa
Limited, a Fortune 500 company, and one of The largest companies listed on the Hong Kong
Stock Exchange. Its operations span 41 countries across the Asia Pacific region, Europe and
the Americas.
VODAFONEison affiliates jointly account for the largest number of cellular subscribers in
India numbering over 5 million. ecom became the first operator in India to launch its cellular
service. Mumbai and VODAFONE in Gujarat, Kolkata, Andhra Pradesh, Karnataka, Delhi,
Chennai, Haryana, Rajasthan and UP (E).
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Essar was the principal partner of VODAFONEinson Whampoa in India. The
VODAFONEinson group, with a combined market capitalization in Hong Kong of around US
$170bn (Rs.790, 500 crore), is a significant world telecom player. Essar has the right to
participate as an equity shareholder in all of VODAFONEison's future ventures in India.
VODAFONEinson is chalking out an Indian platform from Gujarat in the west through all of
North India to West Bengal on the east coast and is planning further expansions. As
VODAFONEison's Indian partner.
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VISION
To make mobile communications a way of life and be the customers' first choice.
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Our Mission
We will meet the mobile communication needs of our customers through:
Error- free service delivery
Innovative products and services
Cost efficiency
Unified Messaging Solutions
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Performance Culture
We benchmark our processes and performance against world-class standards. We distinguish
between performers and non-performers by valuing achievement at the individual as well as
the team level. Ours is a culture of inclusively where feedback, learning and ideas are actively
encouraged, sought and acted upon.
Valuing Partnership
We are committed to building exemplary relationship with our partners, which stand on the
principles of mutual trust and mutual growth.
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Valuing People
We nurture an environment where people are respected and their uniqueness is valued. We
believe that people are our key differentiators.
Responsible Corporate Citizenship
We are committed to making a positive and proactive contribution to the community. As a
responsible corporate citizen we will contribute to and abide by environmental and legal
norms.
Ethical Practices
We will uphold the highest ethical standards in all internal and external relationship. We will
not allow misuse or misrepresentation of any kind.
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Moto of Vodafone
Red - Red is Warm
Rock Solid - Rock Solid is dependable
Rest Less Restless is rewriting the rules
What we do
Mobile is always at the heart of what we do, but now we are moving into integrated mobile
and PC communication services.
We are doing that in two ways wirelessly through 3G and HSDPA (High-Speed
Download Packet Access), but also using fixed line broadband services like DSL (Digital
Subscriber Line).
Our customers benefit from a complete Vodafone experience in and out of their homes and
offices. They are notified about email with our consumer push email service, access
existing instant messaging services on the move, and share images and video captured on
their handsets.
We offer a suite of products that, starting with voice calls, offers our customers an
alternative to a traditional fixed telephone line. Vodafone Zuhause in Germany and
Vodafone Casa in Italy, provide our customers with an easy-to-use mobile service,
combined with low-cost fixed line telephony and DSL (Digital Subscriber Line)
broadband.
We have extended our reach into the office by delivering richer business applications and
integrated fixed and mobile services, such as higher speed internet access.
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Vodafone is a mobile network operator with its headquarters in Newbury, Berkshire,
England, and UK. It is the largest mobile telecommunications network company in the
world by turnover and has a market value of about 75 billion (August 2008). Vodafone
currently has operations in 25 countries and partner networks in a further 42 countries.
The name Vodafone comes from Voicedataphone, chosen by the company to "reflect the
provision of voice and data services over mobile phones."
As of 2006 Vodafone had an estimated 260 million customers in 25 markets across 5
continents. On this measure, it is the second largest mobile telecom group in the world
behind China Mobile.
In the United States, Vodafone owns 45% of Verizon Wireless, the largest American
mobile telecommunications company. Vodafone's original logo used until the introduction
of the speech mark logo in 1997
In November 1999 Vodafone made an unsolicited bid for Mannesmann, which was
rejected. Vodafone's interest in Mannesmann had been increased by the latter's purchase of
Orange, the UK mobile operator. Chris Gent would later say Mannesmann's move into the
UK broke a "gentleman's agreement" not to compete in each other's home territory. The
hostile takeover provoked strong protest in Germany and a "titanic struggle" which saw
Mannesmann resists Vodafone's efforts. However, on 3 February 2000 the Mannesmann
board agreed to an increased offer of 112bn, then the largest corporate merger ever. The
EU approved the merger in April 2000. The conglomerate was subsequently broken up and
all manufacturing related operations sold off.
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On 28 July 2000 the Company reverted to its former name, Vodafone Group Plc. In April 2001
the first 3G voice call was made on Vodafone United Kingdom's 3G network.
In 2001 the Company took over Eircell, then part of eircom in Ireland, and rebranded it as
Vodafone Ireland. It then went on to acquire Japan's third-largest mobile operator J-Phone, whichhad introduced camera phones first in Japan.
On 17 December 2001 Vodafone introduced the concept of "Partner Networks" by signing TDC
Mobil of Denmark. The new concept involved the introduction of Vodafone international services
to the local market, without the need of investment by Vodafone. The concept would be used to
extend the Vodafone brand and services into markets where it does not have stakes in local
operators. Vodafone services would be marketed under the dual-brand scheme, where the
Vodafone brand is added at the end of the local brand. (i.e., TDC Mobil-Vodafone etc.
Vodafone Global Enterprise
Global Enterprise is a business set up by Vodafone with the sole purpose of handling Vodafone's
multinational clients. It is the high end business to business section of Vodafone group, and acts
like an operating country (such as for example Vodafone UK). Devices and services available in
any operating country are available to Global Enterprise customers in the same country, and so
Vodafone Global Enterprise is able to offer a wide range of products. Vodafone Global
Enterprise has a presence in over 65 countries and this number is expected to grow in future, as
with the recent acquisition ofGhana Telecom. Since its foundation in 2007, Global Enterprise has
aimed to be a world leader in managed mobility services. Vodafone Global Enterprise are
headquartered inNewbury, but do have operatives around the world; while many of Vodafone's
marketing employees are relocated to London, Global Enterprise' team will remain in Newbury.
Nick Jeffery leads Vodafone Global Enterprise. He led the creation of Vodafone Global Enterprise
in 2007 and continues to define the strategy and operational execution for Vodafone's relationship
with multi-national corporate customers. Global Enterprise have a dedicated group of account
managers, at both global and national levels, who look after customers needs, and are supported
by pre-sales and technical consultancy teams.
In February 2002 Finland was added into the mobile community, as Radiolinja is signed as a
Partner Network. Radiolinja later changed its named to Elisa. Later that year the Company
rebranded Japan's J-sky mobile internet service as Vodafone lives! And on 3 December 2002 the
Vodafone brand was introduced in the Estonian market with signing of a Partner NetworkAgreement with Radiolinja (Eesti). Radiolinja (Eesti) later changed its name to Elisa.
On 7 January 2003 the Company signed a group-wide Partner agreement with mobilkom Austria.
As a result, Austria, Croatia, and Slovenia were added to the community. In April 2003 Og
Vodafone was introduced in the Icelandic market and in May 2003 Vodafone Italy (Omnitel
Pronto-Italia) was rebranded Vodafone Italy. On 21 July 2003 Lithuania was added to the
community, with the signing of a Partner Network agreement with Bite.
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In February 2004 Vodafone signed a Partner Network Agreement with Luxembourg's LuxGSM
and a Partner Network Agreement with Cyta of Cyprus. Cyta agreed to rename its mobile phone
operations to Cytamobile-Vodafone. In April 2004 the Company purchased Single point airtime
provider from John Caudwell (Caudwell Group) and approx 1.5million customers onto its base for
405million, adding sites in Stoke on Trent (England) to existing sites in Newbury (HQ),
Birmingham, Warrington and Ban bury. In November 2004 Vodafone introduced 3G services intoEurope.
In June 2005 the Company increased its participation in Romania's Connex to 99% and also
bought the Czech mobile operator Oskar. On 1 July 2005 Oskar of the Czech Republic was
rebranded as Oskar-Vodafone. Later that year on 17 October 2005 Vodafone Portugal launched a
revised logo, using new text designed by Dalton Maag, and a 3D version of the Speech mark logo,
but still retaining a red background and white writing (or vice versa). Also, various operating
companies started to drop the use of the SIM card pattern in the company logo. (The rebranding of
Oskar-Vodafone and Connex-Vodafone also does not use the SIM card pattern.) A custom
typeface by Dalton Maag (based on their font family Interface) formed part of the new identity.On 28 October 2005 Connexin Romania was rebranded as Connex-Vodafone and on 31 October
2005 the Company reached an agreement to sell Vodafone Sweden to Telenorfor approximately
1 billion. After the sale, Vodafone Sweden became a Partner Network. In December 2005
Vodafone won an auction to buy Turkey's second-largest mobile phone company, Telsim, for$4.5
billion, In December 2005 Vodafone Spain became the second member of the group to adopt the
revised logo: it was phased in over the following six months in other countries.
In 2006 the Company rebranded its Stoke-on-Trent site as Stoke Premier Centre, a centre of
expertise for the company dealing with Customer Care for its higher value customers, technical
support, sales and credit control. All cancellations and upgrades started to be dealt with by thiscall centre. On 5 January 2006 Vodafone announced the completion of the sale of Vodafone
Sweden to Telenor. On February 2006 the Company closed its Birmingham Call Centre. In 1
February 2006 Oskar Vodafone became Vodafone Czech Republic, adopting the revised logo and
on 22 February 2006 the Company announced that it was extending its footprint to Bulgaria with
the signing of Partner Network Agreement with Mobiltel, which is part of mobilkom Austria
group.
On 12 March 2006 former chief, Sir Christopher Gent, who was appointed the honorary post
Chairman for Life in 2003, quits following rumors of boardroom rifts. In April 2006 the Company
announced that it has signed an extension to its Partner Network Agreement with BITE Group,
enabling its Latvian subsidiary "BITE Latvija" to become the latest member of Vodafone's global
partner community. Also in April 2006 Vodafone Sweden changed its name to Telenor Sverige
AB and Connex-Vodafone became Vodafone Romania, also adopting the new logo. On 30 May
2006 Vodafone announced the then biggest loss in British corporate history (14.9 billion) and
plans to cut 400 jobs; it reported one-off costs of 23.5 billion due to the revaluation of its
Mannesmann subsidiary. On 24 July 2006 the respected head of Vodafone Europe, Bill Morrow,
quit unexpectedly and on 25 August 2006 the Company announced the sale of its 25% stake in
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Belgium's Proximus for 2 billion. After the deal, Proximus was still part of the community as a
Partner Network. On 5 October 2006 Vodafone announced the first single brand partnership with
Og Vodafonewhich would operate under the name Vodafone Iceland and on 19 December 2006
the Company announced the sale of its 25% stake in Switzerland's Swisscom for CHF4.25 billion
(1.8 billion). After the deal, Swisscom would still be part of the community as a Partner
Network. Finally in December 2006 the Company completed the acquisition of Aspective, anenterprise applications systems integrator in the UK, signaling Vodafone's intent to grow a
significant presence and revenues in the ICT marketplace.
Early in January 2007 Telsim in Turkey adopted Vodafone dual branding as Telsim Vodafone and
on 1 April 2007 Telsim Vodafone Turkey dropped its original brand and became Vodafone
Turkey. In addition, Vodafone Turkey also gives service in Turkish Republic of Northern Cyprus.
On 1 May 2007 Vodafone added Jersey and Guernsey to the community, as Airtel was signed as
Partner Network in both crown dependencies. In June 2007 the Vodafone live! Mobile Internet
portal in the UK was relaunched. Front page was now charged for and previously "bundled" data
allowance was removed from existing contract terms. All users were given access to the "full"web rather than a Walled Garden and Vodafone became the first mobile network to focus an entire
media campaign on its newly launched mobile Internet portal in the UK. On 1 August 2007
Vodafone Portugal launched Vodafone Messenger, a service with Windows Live Messengerand
Yahoo! Messenger.
On 17 April 2008 Vodafone extended its footprint to Serbia as VIPs mobile was added to the
community as a Partner Network and on 20 May 2008 the Company added VIP Operator as a
Partner Network thereby extending the global footprint to the Republic of Macedonia. In May
2008 Kall of the Faroe Islands rebranded as Vodafone Faroe Islands.On 30 October 2008, the
company announced a strategic, non-equity partnership with MTS group of Russia. The
agreement adds Russia, Armenia, Turkmenistan, Ukraine, and Uzbekistan to the group footprint.
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ASIA-PACIFIC
NETWORKS IN ASIA-PACIFIC
Majority-owned Minority-owned No Ownership
Australia China mainland Afghanistan Armenia
India Fiji Hong Kong Japan
New Zealand India Malaysia Samoa
Singapore Sri Lanka
Thailand Turkmenistan
Uzbekistan
In July 1993 BellSouth New Zealand's network went live and October 1993 Vodafone Australia's
network also went live. This was followed in July 1994 by Vodafone Fiji's network going live.
In November 1998 Vodafone purchased BellSouth New Zealand which later became Vodafone
New Zealand. In 1999 J-Phone launched the J-sky mobile internet service in response to Do
Comosi-Mode service. In December 2002 J-Phone's 3G network went live.
On 1 October 2003 J-Phone became 'Vodafone' and J-Phone's mobile internet service J-Sky
becameVodafone Live!. On 3 November 2003 Singapore became a part of the community as M1
was signed as partner network.
In December 2004 Vodafone Australia agreed to deploy high-speed MPLS backbone network
built byLucent Worldwide Services using Juniperhardware.[24]
Then in April 2005 SmarTone changed the name of its brand to 'SmarTone-Vodafone' after both
companies signed a Partner Network Agreement. In August 2005 Vodafone launched 3G
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technologies inNew Zealand and in October 2005 it began launching 3G technology in Australia.
On 28 October 2005 the Company announced the acquisition of a 10 per cent stake in India's
Bharti Televentures, which operates the largest mobile phone network in India under the brand
nameAirTel. On 22 December 2005 the Company announced the completion of the acquisition of
the 10% stake in Bharti Televentures ofIndia.
In January 2006 Indonesia, Malaysia, and Sri Lanka were added to the Vodafone footprint as
Vodafone Group signed a partner network agreement with Telekom Malaysia. On 17 March 2006
Vodafone announced an agreement to sell all its interest in Vodafone Japan to Softbank for 8.9
billion of which 6.8 billion will be received in cash on closing of deal. Vodafone Japan later
changed its name to Softbank Mobile. On 9 October 2006 Vodafone New Zealand bought New
Zealand's 3rd largest I.S.P., iHug and on 1 November 2006 Vodafone Australia signed the
Australian Football League (AFL)'s biggest individual club sponsorship deal with the Brisbane
Lions for seasons 2007, 2008 and 2009.
On 6 February 2007 along with the partnership with Digicel Caribbean (see below), Samoa was
added as a Partner Market. Then on 11 February 2007 the Company agreed to acquire acontrolling interest of 67% in Hutchison Essar Limitedfor US$11.1 billion. At the same time, it
agreed to sell back 5.6% of its AirTel stake back to the Mittals. Vodafone would retain a 4.4%
stake inAirTel. On 21 September 2007 Hutch was rebranded to Vodafone in India.
On 10 February 2008 Vodafone announced the launching of M-Paisa mobile money transfer
service on Afghanistan's Roshan: Afghanistan was added to the Vodafone footprint.
On 9 February 2009 Vodafone announced a merger with 3/Hutchison via a joint venture company
VHA Pty Ltd, which would offer products under the Vodafone brand. Dtac in Thailand is signed
as a partner network of the Group on 25 March 2009.
On 18 September 2002 Vodafone signed a Partner Network Agreement with MTC group of
Kuwait. The agreement involved the rebranding of MTC to MTC-Vodafone. On 29 December
2003 Vodafone signed another Partner Network Agreement with Kuwait's MTC group. The
second agreement involved co-operation in Bahrain and the branding of the network as MTC-
Vodafone.
On 3 November 2004 the Company announces that its South African affiliate Vodacom had
agreed to introduce Vodafone's international services, such as Vodafone live! And partner
agreements, to its local market.
In November 2005 Vodafone announced that it was in exclusive talks to buy a 15% stake of
VenFin in Vodacom Group, reaching agreement the following day. Vodafone and Telkom then
had a 50% stake each in Vodacom. Vodafone now owns 65% of Vodacom after purchasing a 15%
stake from Telkom.
On 8 November 2006 the Company announced a deal with Telecom Egypt resulting in further co-
operation in the Egyptian market and increasing its stake in Vodafone Egypt. After the deal,
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Vodafone Egypt was 55% owned by the group, while the remaining 45% was owned by Telecom
Egypt.
In December 2007 a Vodafone Group-led consortium was awarded the second mobile phone
license in Qatarand on 3 July 2008 Vodafone agreed to acquire a 70% stake in Ghana Telecom
for $900 million. The acquisition was consummated on 17 August 2008. The same group-led
consortium in Qatar wins the second fixed-line license in the said country on 15 September 2008.
On 9 October 2008, the company offers to acquire an additional 15 per cent stake in Vodacom
group from Telkom. The finalized details of the agreement were announced on 6 November 2008.
The agreement calls forTelkom to sell a 15 of its 50 per cent stake in Vodacom to the group, and
demerging the other 35 per cent to its shareholder. Meanwhile, Vodafone has agreed to make
Vodacom its exclusive sub-Saharan Africa investment vehicle. Also, Vodafone agreed to continue
maintaining the visibility of the Vodacom brand. The transaction is expected to close on May/June
2009.
On 28 January 2009, the group announced a partner network agreement with Du, the second-
largest operator of the United Arab Emirates. The agreement involves co-operation on
international clients, handset procurement, mobile broadband etc.
On 18 May 2009, Vodacom floats onto the JSE Limited stock exchange in South Africa after
Vodafone increased its stake by 15% to 65% to take a majority holding despite disputes by local
trade unions.
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TARIFF VOUCHERS , PLANS & SERVICES
New to Prepaid
Go mobile with a Vodafone Prepaid connection and control how much you spend with a
Prepaid cell plan. Buy a special prepaid mobile handset for your Vodafone Prepaid mobile
SIM card with our Prepaid mobile handset offers. To keep talking without any talktime or
validity hassles make use of our flexible recharging options for your Vodafone Prepaid mobile
SIM card: Prepaid recharge cards, eTopUp and Direct Top-Up. Its easy to find a Prepaid
recharge topup too: weve got Prepaid outlets everywhere, so that you can stay connected
wherever you are. And thats not all you can also subscribe to our unique Prepaid mobile
services and Prepaid offers and make the most of your Vodafone Prepaid cell phone. Sounds
good? Check out all the benefits that come along with a Prepaid connection from Vodafone
India, and itll sound even better!
Great prepaid offers
Talk longer. SMS even more. Or get yourself a Vodafone Prepaid handset with a Prepaid handset
offer. Get the best value for your money with Vodafones latest Prepaid offers that work with your
Prepaid mobile tariff plan to make the most of your mobile Prepaid talktime.
Prepaid offers on top-up recharge
Make use of Vodafones prepaid offers to get a prepaid top-up recharge for the best deals on
talktime, validity and call rates for Vodafone Prepaid cell phone
Bonus CardsWant more?
Low call rates, longer validity -get it all on your Vodafone mobile phone
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Do away with long numbers
Now you can make calls without entering your pin number every time.
Now you can make calls without entering your pin number every time. Just sms WCC CREATE
to 111 to register your number to a particular pin number. Once done, you can
make calls without the pin by dialing 50118/50218/50318 For eg, 50318-001-12345678. Note: This facility is available with only 1 pin at a time.
If you send an SMS with a second pin, it will automatically overwrite the first one without
carrying your balance forward.
World Calling Card
Is a prepaid card that you can use with your Vodafone mobile phone to make STD & ISD calls.
They even help you keep a tab on your long-distance call expenses. Plus no security deposit. It
just keeps getting better.Recharge online
You can recharge your Vodafone Prepaid mobile phone instantly without leaving the comfort of
your chair. And all it takes is a few clicks. So, get started by entering your 10 digit Vodafone
mobile phone number.
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Prepaid outlets
Find one right in your neighbourhood and drop in to choose from a range of Prepaid options.
Vodafone Stores Come meet us, we'll help you out with everything you need.
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"Telecommunications is the backbone of our future economy. International
Competitiveness increasingly depends on the development of a telecommunications
infrastructure that is compatible with international standards"
The cellular industry all over the world has been witnessing very high growth rates in
subscriber base in recent years. For developing countries in particular, cellular services are
becoming a very significant proportion of the overall telecom infrastructure.
The mechanics of competition within this market involve complex feedback effects
between individual service providers and with their operating environment, and these
forces play an important role in governing the growth of this industry.
In a country like India which is not yet telephone-saturated and the ongoing changes in
related areas are resulting in a rapidly changing profile of users, providers and their
respective needs, continuous revision of the telecom policy is imperative. Given the
emerging new technologies and the integrating economies there must be fairness among
competitors
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CELLULAR INDUSTRY IN INDIA
The Government of India recognizes that the provision of a world-class telecommunications
infrastructure and information is the key to rapid economic and social development of the country.
It is critical not only for the development of the Information Technology industry, but also has
widespread ramifications on the entire economy of the country. It is also anticipated that going
forward, a major part of the GDP of the country would be contributed by this sector. Accordingly,
it is of vital importance to the country that there be a comprehensive and forward looking
telecommunications policy which creates an enabling framework for development of this industry.
DOT
DOT stands for department of telecom. It was started in the year 1992-93.The department is
presently headed P.J. Thomas who issupported by a team of qualified & dedicated staff members.
On the forefront of development & with the advent of technological revolution & quantum
development in the field of electronics & communication due to myriad complexities of the world
it was inevitable for the evolution of another field to make a distinct identity of its own. Thus the
ball of development was set into motion & the telecommunication field gradually assumed a role
of pre-eminence which is shared by few other engineering disciplines in the modern world.
The Department established in the year 1992 emphasized in providing quality education with the
practical aspects of learning given ample importance .The department encourages tech-savvy
Projects which Whet the students appetite for technical exploration.
TRAI
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TRAI stands for Telecom Regulatory Authority of India. TRAI was established in the year 1997
in pursuance of TRAI (Ordinance) 1997 which was later replaced by an act of parliament to
regulate the telecommunication services. Some of the major recommendatory, regulatory & tariff
setting.
FUNCTIONS OF TRAI:
Functions of TRAI are to make recommendations on the need & timing for introduction of new
service provider ensure compliance of terms & conditions of license, effective management of
spectrum, lay down the standards of quality of service to be provided by the service providers &
ensure the quality of service & conduct the periodical survey of such service provided by the
service providers so as to protect interest of the Consumers of telecommunication service, ensure
effective compliance of universal service obligations notify the rates at which telecommunication
services in India shall be provided under this act etc.
Recently in exercise of powers conferred by Provision(K) (1) of Section 2 of the TRAI Act, the
Central Government, Vide Notification no S0 44(E) dated 9th January 2004, has notified
Broadcasting & Cable services to be telecommunication service.
ESSENTIALS OF MARKETING:
The world is a global market with few barriers, so Vodafone has to be highly.
visible as the brand to buy. Effective marketing is the key to this high visibility. Marketing
involves anticipating customers needs and finding the right product or service to meet those
needs, thereby encouraging high sales levels.
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PRODUCT:
A product with many different features provides customers with opportunities to chat, play games,
send and receive pictures, change ring tones, receive information about travel and sporting events,
obtain billing information - and soon view video clips and send video messages.
Vodafone live! provides on-the-move information services.
Place:
Vodafone UK operates over 300 of its own stores.
It also sells through independent retailers e.g. Carphone Warehouse.
Customers are able to see and handle products they are considering buying.
People are on hand to ensure customers needs are matched with the
right product and to explain the different options available.
Price:
Vodafone wants to make its services accessible to as many people as possible: from the
young, through apprentices and high powered business executives, to the more mature
users.
It offers various pricing structures to suit different customer groups.
Monthly price plans are available as well as prepay options. Phone users can top up their
phone on line.
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Promotion:
Vodafone works with icons such as David Beckham to communicate its brand values.
Advertising on TV, on billboards, in magazines and in other media outlets reaches large
audiences and spreads the brand image and the message very effectively. This is known as
above the line promotion.
Stores have special offers, promotions and point of sale posters to attract those inside the
stores to buy.
Vodafones stores, its products and its staff all project the brand image.
Vodafone actively develops good public relations by sending press releases to national
newspapers and magazines to explain new products and ideas.
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BOARD OF DIRECTORS & GROUP MANAGEMENT
Sir John Bond- Chairman of Vodafone Group Plc
Executive Directors:-
Arun Sarin- Chief Executive
Vittorio Colao- Deputy Chief Executive
Andy Halford- Chief Financial Officer
Deputy Chairman & Senior Independent Director
John Buchanan- Deputy chairman & Senior Independent
Director.
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VISUAL IDENTITIES OF VODAFONE
1. NAME:
The name Vodafone originates from Voice Data Fone, which reflects provisions
of voice and data over mobile phones. The name would serve as a reflection of the
firm's goal of establishing a voice and data services over cellular
telecommunication networks. VO represented voice and DA would symbolize data
and FONE would represent the cellular network, hence Vodafone.
In 1982 Racal Electronics plcs subsidiary Racal Strategic Radio Ltd. won one of
two UK cellular telephone network licences. Vodafone was launched on 1 January
1985. Racal Strategic Radio was renamed Racal Telecommunications Group
Limited in 1985. On 29 December 1986 Racal Electronics bought out the minority
shareholders of Vodafone for GB110 mil-lion.
He named the server, Brezhnev and the workstations were named after American
Presidents. In September 1988 the company was again renamed Racal Telecom and
on 26 October 1988 Racal Electronics floated 20% of the company. The flotation
valued Racal Telecom at GB1.7 billion. On 16 September 1991 Racal Telecom
was demerged from Racal Electronics as Vodafone Group.
2. LOGO:
In 1997 Vodafone introduced its new corporate Speechmarklogo. This represents a
quotation mark within a circle. With the 'O's in the Vodafone logotype being
opening and closing quotation marks, suggesting conversation.
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3. SLOGAN/PHRASE:
"Make the Most of Now"
The Make the most of now tagline, in favour of the simpler Power to you. Instead of
dictating to customers, Vodafone wants to let them know that they, with phone in hand
hooked up to the mobile internet, are now in charge. It is not the big power, said Vittorio
Colao the Italian chief executive of Vodafone, the mobilephone giant of his new brand
identity. It is not the power of top down. It is bottom-up power. It really means that
Vodafone puts the customer at the centre of what we do.
For Colao , this is more than just a new marketing push. He has put polishing the
companys brand and image, internally and externally, at the top of his in-tray. The centre
of this company is marketing and human resources, he said. It is not the brand talking
anymore and telling the customer what to do. It is the customer who will decide.
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4. SHOWROOMS:
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5. ADVERTISING:
Zoo Zoos
ZooZoo was created to promote the value added services ( VAS) of Vodafone. Vodafone was
trying hard to capture the VAS Space because it is a potential cash cow for cellular companies.
Vodafone also wanted to make the most of the IPL
season 2. Although IPL is a crowd puller, it is also a marketer's nightmare because of the clutter.
IPL attracts all the deep pocket advertisers and to standout, one needs to think out of the box.
Thus ZooZoo was born. They were launched on April 20th 2009 with about 30 different TVCs for
VAS including cricket alerts, beauty alerts, phone backup, call filter, live games, musical
greetings etc. ZooZoo is a semi alien semi-human
character living in an earth-like place ( lot of which is left to the viewer's imagination).These are
very simple beings who are very expressive. They laugh aloud , cry loud and have a child like
simplicity around them.The success of ZooZoo is the success of minimalism and simplicity.
Although the production process of ZooZoo ads are not simple, as a consumer I was attracted to
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the simplicity of the concept and the execution. ZooZoo also highlights the power of storytelling.
Each ads tells a very simple story. After all brands are made through story telling.
6. VODAFONE HELPLINE SERVICES:
Vodafone has rolled out a new ad campaign, to take forward their 'Happy to Help' positioning.
O&M has created the three TVCs which form a part of the series to promote Vodafone's customer
care helpline service. Each of the three spots features the little girl and her adorable pug in
situations where the pug gets to play the little girl's loyal help at hand. Talking about the
campaign, Rajiv Rao, group creative director, O&M says, "The brief for the campaign was to
bring alive the Vodafone Customer Service promise and make it more tangible.
This is stage two of the campaign where we've specifically mentioned some of the services like
24x7 day and night service, service at your door step with mobile vans, and over 3000 Vodafone
stores at your service so that you are never too far from one." In the first TVC, the little girl is the
only one to sit on a bench in her ballet class, while the other girls are practicing. Since the girl has
forgotten her ballet shoes, her pug is racing against time to get across her shoes to her before the
class ends. The commercial ends with the 'Happy to help at your doorstop' tagline, that focuses on
the Vodafone Mobile Stores. In the second ad, the girl is swimming in a pool, and the pug follows
her every move with a towel in its mouth.
The objective behind this TVC was to showcase the 3000 plus Vodafone stores and mini-stores,
and their convenient locations. In the last commercial, the pug is shown to keep watch outside the
girl's tent, as she peacefully sleeps. This TVC portrays the pug as available for service at anytime,
to draw a parallel with Vodafone's customer care service.
7. BANNER ADVERTISING:
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Mobile banners are probably the most common and fastest growing of the formats
available on mobile. Similar in concept to Web banners, static or animated banners may be
placed at the head and foot of portals, mobile sites or search results.
Banner ads can be click to call, or click to download, but more commonly they click
through to a mobile site or microsite.
Demographic targeting options look up and use a customers age, sex, location, and the
type of device they are using to offer a more relevant advertising experience. Contextual
targeting options allow advertisers to target ads based on editorial channel, time of the day,
day of the week, etc. Pricing for banner advertising is normally on a CPM basis, with rates
depending on the market, the volume of spend and degree of targeting required.
Typical click through rates for run of portal are 1-2% (10 times the internet average). As
with the fixed internet rates, they can easily exceed this depending on the creative used,
the message contained within and of course through the use of the aforementioned
targeting.
8. SPONSORED ALERTS:
Content alerts covering a huge range of subjects including sport, entertainment, motoring
and celebrity gossip are increasingly ad-funded. Subscribers opt to have the alert sent to
them. This may be delivered on an event-based (e.g. a goal scored), daily or weekly basis.
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Ads are inserted into these alerts, in return for which the subscriber receives the service for
free. Users can link through from an alert to a mobile micro site for deeper engagement.
Click through rates of over 10% can easily be achieved. Such content 'snacking' is proving
increasingly popular with busy and 'on the go' audiences all around the world and allows
targeting of specific consumer profiles and interest groups. Furthermore, long term
placements provide an ongoing positive brand association with content that is valued by
the subscriber.
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BUSINESS OVERVIEW OF VODAFONE
1) Technology and Resources:
Network Infrastructure: - Connects all customers together and enables the Group to
provide mobile and fixed voice, messaging and data services. Vodafone operates
2G networks in all its mobile operating subsidiaries and an increasing number of
3G networks providing customers with an enhanced data experience.
Supply chain Management: - Handsets, network equipment, marketing and IT
services amount for the majority of Vodafones purchase, with the bulk being
sourced from global suppliers.
Research & Development:-The emphasis of the Group R&D work programmed is
to contribute leading edge technical capabilities to Vodafones thought and
leadership offerings and identify new and emerging opportunities.
Licenses:-Vodafone has mobile licenses in all of the countries in which it operates,
as well as fixed licenses in a number of markets.
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Information Technology:-Provides the IT systems to deliver customer service and
the capability to change customers for use of Vodafones services.
2) People:
Vodafone employed over 79,000 people worldwide during the 2009 financial year
and aims to attract , develop and retain the best people by providing a stimulating
and safe environment and offering attractive performance based incentives and
rewarding career opportunities.
3) Marketing & Distribution:
i. Marketing & Brand:-
Vodafone has continued to focus on delivering a superior, consistent and
differentiated customer experience through its brand and communication activities.
Customer Delight Index:-Tracks customer satisfaction and identifies the drivers of
customer delight.
Sponsorship:-The Groups global sponsorship strategy, with central and local sponsorship
agreements, has delivered strong results across all Vodafone markets.
ii. Distribution:-
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Direct Distribution:-Includes owned and franchise retail stores, sales forces selling to
enterprise customers and, increasingly, the Internet.
Indirect Distribution:-Includes third party service providers, independent dealers,
distributors and retailers and mobile virtual network operators (MVNOs).
4) Services and Devices:
Voice:-Vodafones core services to customers are to provide mobile voice
communications and this continues to make up the largest portion of the Groups revenue.
Messaging:-Allows customers to send and receive text, picture and video messages using
mobile devices.
Data:-The Group offers email, mobile connectivity and Internet on Your Mobile to
enhance customers access to data services.
Fixed Line:- Provides customer with fixed broadband and fixed voice and data solutions to
meet their total communication needs.
Other:-Includes mobile advertising and business managed services as well as incoming
roaming and wholesales MVNO.
Handsets:-The Group has a wide ranging handset portfolio covering different customer
segments, price points and an increasing variety of designs.
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Vodafone Mobile Broadband.
Business Description
Business Segments:
Vodafone operations are divided into two primary business segments: mobile
telecommunications & nonmobile telecommunications.
Product & Services:-
Voice Services
Social Products
Messaging Services
Vodafone live!
Vodafone live! With 3G
Vodafone Mobile Connect Data Cards
Roaming Services
Other Business Services.
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iPhone 3G
Features
Voice & Dataplans
EMI Offers etc
World Calling Cards
Vodafone PCO
Services- An Overview
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Callertunes
Vodafone Music Junction
Vodafone Music Station
Ringtones
Bhakti Sagar
SMS Tones
Shaadi.comMovies
Music
Humor
Dating etc
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Sports
CricketVodafone Alerts- Sports
Finance
Portfolio Tracker
Stocks, Forex & Bulliton
Mobile Banking etc
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Dial in Services
Live Counseling
Ask Me
Airlines etc
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Focusing on Vodafone Employees.
o Outstanding people working together make Vodafone exceptionally
successful.
o Vodafone seeks to attract, develop, reward and retain outstanding
employees.
Vodafone has grown with presence in many countries than any other mobile operator, and
that gives it the competitive edge described as GLOBAL SCALE and SCOPE. They have
set of factors and capabilities that allow them consistently outperform. So if Vodafone
keeps its focus on what it already has and keeps on building onto that with continuous
improvement it will be able to sustain its competitive advantage. Therefore, in the coming
future they can gain more market share and provide better services with increased level of
satisfaction.
Major Mergers & Acquisition
Vodafone calls shots in Hutchison merger:-
Vodafone and Hutchison plan to merge their businesses into a new group called VHA Pvt.
Ltd, which will service more than 6million customers.
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The deal will result in the gradual phasing out Hutchisons 3 brand in Australia as
Vodafone becomes the main brand. Hutchison Australia chief executive and newly
appointed VHA chief Nigel Dews said the merged groups roadmap for new technology
played a pivotal role in the decision to explore the joint venture.
Last year, Vodafone set a deadline of Christmas to upgrade its 3G network to cover 95%
of Australians, but the date was pushed back when Ericsson sought more time to complete
it. Vodafone said the merger would not affect the new schedule to complete its 3G
expansion. Once the merger was completed, Vodafone-Hutchison would move quickly to
eclipse OPTUS as Australias second largest mobile operator, Mr. Dews said. Well be
nicely on the tail of No.2 in some markets and I dont think it will be long until we are
No.2 in the areas we operate.
We will be moving as quickly as we can to get there.
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KEY BUSINESS STRATEGIES
Marketing strategy is a key part of overall corporate strategy, which is concerned with
developing plans for finding out what customers want and then efficiently meeting their
requirements.
Expanding Global Presence
Branding Initiatives
Focusing on the Japanese Market
One of their key goals is to recover the first place in terms of number of users and revenue.
Vodafones strategy is customer focused and product led; the company is continually
developing new products and services which utilize the latest technological advances. To
keep its leading edge, Vodafone is continually looking to add value to the services it
provides and to the packages it offers to customers.
Vodafone Marketing Strategy:-
The new brand name also heralded the arrival of a new mascot, the "Vodafone" pug.
When Vodafone launched the Abby-winning "Wherever you go our network will follow'"
ad, viewers believed that was Vodafone's new slogan, but it was just one brand attribute
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VALUE-ADDED SERVICES:
"Privileges" (discount coupon booklets), cricket scores and stock market information
have formed as critical a part of Hutch's marketing efforts as its advertising.
Vodafone World (GPRS service),
Vodafone Alive (non-stop, streaming action)
Vodafone 4Help, a unique dial-in 'convenience' service, all emphasize the premium
attributes of the service.
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COMPETITORS OF VODAFONE
BHARTI AIRTEL LTD.
AirTel comes to you from Bharti Cellular Limited - a part of the biggest private integratedtelecom conglomerate, Bharti Enterprises. Bharti provides a range of telecom services, which
include Cellular, Basic, Internet and recently introduced National Long Distance. Bharti also
manufactures and exports telephone terminals and cordless phones. Apart from being the
largest manufacturer of telephone instruments in India, it is also the first company to export its
products to the USA. Bharti is the leading cellular service provider, with a footprint in 15
states covering all four metros. It has over 4.5 million satisfied customers.
IDEA
Idea Cellular, called Birla Tata AT&T before being renamed in May 2002, is India's leading
cellular services provider. It was set up in January 2001 following the merger of Tata Cellular
and Birla AT&T Communications. In February 2001, Idea Cellular acquired RPG Cellcom,
which is now called BTA Cellcom and has operations in Madhya Pradesh and Chhattisgarh.
The Idea Cellular footprint currently covers five circles: Maharashtra, Gujarat, Andhra
Pradesh, Madhya Pradesh (including Chhattisgarh) and New Delhi. Its services span the
entire cellular value chain from voice to text. During 2001-2002, Idea Cellular was India's
fastest growing cellular operator, registering an annual growth rate of 135 per cent.
Thanks to the frontline technology from Nokia and Ericsson at its command, the
company can offer its customers extensive coverage, quality service and minimal congestion
levels. Currently it has an approximate subscriber base of 1.25 million, which amounts to 26.2
per cent in its five circles of operation (and 10.7 percent of the all-India total). Idea also enjoys
market leadership in two of its circles of operation, Maharashtra and Goa, and Andhra
Pradesh.
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excellence and innovation in the manufacturing and service sectors, leading to improved
performance.
In March 2003, Idea (Madhya Pradesh and Chhattisgarh) was declared the No 1 cellular
service in India by the Telecom Regulatory Authority of India (TRAI) for the secondconsecutive time.
Contact
Sharada Centre, 11/1, Erandwane,Off Karve Road, Pune 411 004,India.
Tel: +91-20-412 3123, Fax: +91-20-412 3999
RELIANCE COMMUNICATIONS LTD.
Reliance Group founded by Shri Dhirubhai H. Ambani (1932-2002) is India's largest business
house with total revenues of Rs 80,000 crores (US$ 16.8 billion), cash profit of over Rs 9,800
crores (US$ 2.1 billion), net profit of over Rs 4,700 crores (US$ 990 million) and exports of
Rs 11,900 crores (US$ 2.5 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. Reliance emerged as India's Most
Admired Business House, for the second successive year in a TNS-Mode survey for 2002.
The Reliance Group Companies include: Reliance Industries Limited, Reliance Capital
Limited, Reliance Industrial Infrastructure Limited, Reliance Telecom Limited, Reliance
Infocomm Limited, Reliance General Insurance Company Limited, Indian Petrochemicals
Corporation Ltd. and Reliance Energy Ltd.
Reliance Infocomm envisions a digital revolution that will sweep the country and bring about
a New Way of Life. A digital way of life for a New India. With mobile devices, netways and
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broadband systems linked to powerful digital networks, Reliance Infocomm will usher
fundamental changes in the social and economic landscape of India.
Reliance Infocomm will help men and women connect and communicate with each other. It
will enable citizens to reach out to their work place, home and interests, while on the move. It
will enable people to work, shop, educate and entertain themselves round the clock, both in
the virtual world and in the physical world. It will make available television programmes,
movies and news capsules on demand. It will unfurl new simulated virtual worlds with
exhilarating experiences behind the screens of computers and televisions.
Users of Reliance Infocomm's full range of services would no longer need audiotapes and
CDs to listen to music. Videotapes and DVDs would not be necessary to see movies. Books
and CD ROMs would not be needed to get educated. Newspapers and magazines would not
be required to keep abreast of events. Vehicles and wallets will become unnecessary for
shopping. Reliance Infocomm will disseminate information at a low cost. "Make a telephone
call cheaper than a post card". These prophetic words of Dhirubhai Ambani will be a
metaphor of profound significance for Reliance Infocomm.
Reliance Infocomm will regularly unfold new applications. Continually adapt new digital
technologies. Create new customer experiences. Constantly strive to be ahead of the world.
Reliance Infocomm will transform thousands of villages and hundreds of towns and cities
across the country.
Above all, Reliance Infocomm will pave the way to make India a global leader in the
knowledge age.
PAN India network and town coverage.
60,000 kms of optic fibre backbone that connects over 90% of India's population Wireless
network being rolled out in 600+ cities/towns initially; expanding to the entire landmass of
India by 2004 2,588 Base Transceiver Stations (BTSs) across the country, for our wireless
network .
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NETWORK WITH SUPERIOR RELIABILITY
All this managed from our state-of-the-art national network operations centre in Mumbai.
States:
Andhra Pradesh
Bihar
Delhi
Gujarat
Haryana
Himachal Pradesh
Karnataka
Kerala
Madhya Pradesh
Maharashtra
Orissa
Punjab
Rajasthan
Tamilnadu
Uttar Pradesh (East)
Uttar Pradesh (West)
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West Bengal
Union Territories:
Chandigarh
Pondicherry
PREPAID TARRIFS
No Instalments. No bills. Own your handset.
Besides the above mobles, our range also Includes colour handsets with camera and a unique
wristwatch model.
Super features, Super benefits, Unmatched by any other prepaid services.
R World
R Connect
All handsets come with a Free Recharge Voucher that is preloaded on your RIM Prepaid for
your convenience.
The preloaded Free Recharge Voucher is worth Rs.324 (MRP) and is valid for 30 days from
the date of first call.
The Free Recharge Voucher can be used for local calls, STD, SMS, R World, as well as
surfing the Internet. through R Connect. To make international calls, you can buy Regular
Recharge Vouchers or the Reliance World Card, a Perpaid International Calling Card.
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R World: Get access to a unique world of information, communication, entertainment and
commerce on your RIM Prepaid. All at the press of a button. The content is free till June
30th,2004, for RIM Prepaid customers.
R Connect: Lets you surf the Internet at really high speeds, even while you're on the move. LG2230 does not support R World and R Connect features. Your RIM Prepaid gives you unmatched
value. Just take a look at the call tariffs and rates of the Value Added Services.
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PROBLEM OF THE STUDY
My problem of study is specific to Vodafone:-
The customers expectations from Vodafone.
How effective is their networking system.
Standard set in the industry by other major players, like Airtel, Idea and actual service
provided by Vodafone to their customers.
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OBJECTIVES OF STUDY
To analyze the customer satisfaction level of Vodafone users.
To know customers expectations from Vodafone.
To know about the perception of customers regarding other players in the industry.
Image of Vodafone in customers mindset, regarding tariff and other promotional factors.
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RESEARCH METHODOLOGY
MARKET RESEARCH DEFINE
According to American Marketing Association - Market Research is the function which links
the customer, and public to the market through information used to identify and define
marketing opportunity and problem; generates ,defines and evaluate marketing actions ,
monitor marketing performance and improve understanding as a process. Market research
specify the information regarding to address three issues; design the methods for collection
process; analysis the result and communicate the finding and the implementation.
PHASES OF MARKETING RESEARCH
1. To gain familiarity with a phenomenon and to achieve new insight.
2. To portray accurately the characteristics of a particular individual, situation or a group.
3. To determine the frequency with which something occurs.
4. To taste a hypothesis of a casual relationship between variables.
RESEARCH DESIGN
In the present telecommunication sector scenario, when Airtel is launching new tariff plans
every fortnight. It is quite difficult for other private players to keep their customers happy.
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METHOD OF DATA COLLECTION
Secondary Data:Secondary data was collected from company's official web site ;
www.vodafone.co.in. Brochures issued by the company.
Primary Study
Primary data was collected through direct interaction with respondents. The respondents was
given a structured questionnaire prepared by me, which consisted mostly of closed ended
questions.
SCOPE OF THE STUDY
1. To gain familiarity with a phenomenon and to achieve new insight.
2. To portray accurately the characteristics of a particular individual, situation or a group.
3. To determine the frequency with which something occurs.
4. To taste a hypothesis of a casual relationship between variables.
Target Population: Those people using prepaid services in their mobile phones.
Sample Size: My project sample was 104 respondents.
Tools and Techniques
Bar Diagram.
Pie- Chart.
Line Graph.
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From the above pie chart we can see that most of the respondents falls within the age group of
26- 30 yrs , closely followed by the 21- 25 yrs segment. There were no respondents in the age
group of above 36 years.
2) SEX
MALE FEMALE
a b
62 42
The above diagram depicts that there were 62 male respondents and 42 female respondents
for my sample questionnaire. Out of the 62 male respondents only one respondent of the
age group16- 20 yrs said that he does not possesses a mobile phone.
75
SEX WISE BREAK UP OFRESPONDENTS
a
60%
b
40% a
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2) DO YOU HAVE A MOBILE PHONE?
YES a NO b
103 01
Of all the respondents only one person did not had a mobile phone, where as all other
respondents had a mobile phone. The person not having a mobile phone was a male
respondents and was within the 16-20 yrs of age group
76
DO YOU HAVE A MOBILE
a
b
0
50
100
150
103 1
a b
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3) WHICH MOBILE CONNECTION DO YOU HAVE?
VODAF
ONE
A AIRTEL b IDEA c RELIANCE d OTHERS e
53 30 17 1 2
Out of the total 103 respondents who possessed a mobile phone, 53 respondents had
VODAFONE connection, followed by Airtel with 30 respondents. Only 2 of the respondents
had a Dolphin connection which is owned by MTNL.
77
0
20
40
60
WHICH CONNECTION DO YOU HAVE
a
b
c
d
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4) DO YOU HAVE A POST PAID OR A PRE PAID CONNECTION?
From the sample respondents it was found that all that of 98 respondents out of total 103
respondents had a prepaid connection. While only 5 people said to have a post paid
connection, out of which 2 said that the post paid connection was provided by their office.
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PRE-PAID a POST- PAID b
98 5
WHICH TYPE OF CONNECTION
98
5
a
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a YES b NO
53 0
Though 4 respondents were unhappy with the VODAFONE connection, but surprisingly
they too cannot come across the fact that VODAFONE provides better service than other
service providers.
81
DOES HUTCH OFFERS YOU WITHBETTER SERVICE
53
00
50
100
53 0
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10)RATE THE FOLLLOWING SERVICE PROVIDERS
VODAF
ONE
1 AIRTEL 2 IDEA 3 RELIANCE 4 OTHERS 5
59 32 10 2 0
The respondents have rated VODAFONE most number of times, i.e. 59 times as the
number 1 service provider, while Reliance comes last with 2 respondents saying it to be
good with such low tariff charges.
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RATING OF DIFFERENT SERVICE
PROVIDERS
ab
c
d
e a
b
c
d
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FINDINGS & ANALYSIS
It is found that most of the respondents falls within the age group of 26- 30 yrs ,
closely followed by the 21- 25 yrs segment. There were no respondents in the age
group of above 36 years.
There are 62 male respondents and 42 female respondents for my sample
questionnaire. Out of the 62 male respondents only one respondent of the age group16-
20 yrs said that he does not possesses a mobile phone.
Of all the respondents only one person did not had a mobile phone, where as all other
respondents had a mobile phone. The person not having a mobile phone was a male
respondents and was within the 16-20 yrs of age group.
Out of the total 103 respondents who possessed a mobile phone, 53 respondents had
Vodafone connection, followed by Airtel with 30 respondents. Only 2 of the
respondents had a Dolphin connection which is owned by MTNL.
From the sample respondents it was found that all that of 98 respondents out of total
103 respondents had a prepaid connection. While only 5 people said to have a post
paid connection, out of which 2 said that the post paid connection was provided by
their office.
From the above graph we see that the respondents has rated ``service provider`` as the
most important factor which has urged them to take them Vodafone connection,
followed by good connectivity, and easy availability. Also quite number of persons
has said that they took Vodafone connection because of no hidden cost and they get
connectivity anywhere and also great coverage on roaming.
Out of total 53 Vodafone customers 49 of the respondents said that they are totally
satisfied with their present Vodafone connection. While only 4 respondents said they
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are not satisfied because of the talk time value they get. Some said they want to try out
Airtel `` Aisi Azadi Aur Kahan ` .
Though 4 respondents were unhappy with the Vodafone connection, but surprisingly
they too cannot come across the fact that Vodafone provides better service than otherservice providers.
The respondents has rated excellent connectivity as their main cause for choosing
Vodafone while easy availability of recharge coupons comes last, as the respondents
say all the mobile service providers` recharge coupons can be easily found .
The respondents have rated Vodafone most number of times, i.e. 59 times as the
number 1 service provider, while Reliance comes last with 2 respondents saying it to
be good with such low tariff charges. Over and all 47 respondents said they will recommend others to switch to Vodafone,
while quite a few respondents did not respond to this question.
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CONCLUSIONS
It is concluded that the customers of Vodafone ar