vijay project on telecom
TRANSCRIPT
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1. INTRODUCTION
Today the Indian telecommunications network with over 456 Million subscribers
is second largest network in the world after China. India is also the fastest growing
telecom market in the world with an addition of 9- 10 million monthly subscribers.
The Department of Telecommunications has been able to provide state of the art
world-class infrastructure at globally competitive tariffs and reduce the digital
divide by extending connectivity to the unconnected areas. India has emerged as a
major base for the telecom industry worldwide. Thus Indian telecom sector has
come a long way in achieving its dream of providing affordable and effective
communication facilities to Indian citizens. As a result common man today has
access to this most needed facility. The reform measures coupled with the
proactive policies of the Department of Telecommunications have resulted in an
unprecedented growth of the telecom sector.
According to TRAI, by the end of February, the total number of subscribers hadreached 456 million. Of this, 91% were mobile phone subscribers. The rising
number of subscribers has pushed the Tele-density to 35.62% showing a
stupendous annual growth of about 50%, one of the highest in any sector of the
Indian Economy. Also industry estimates show that telecom industry in
India will witness a compound annual growth rate (CAGR) of 26% to reach 3,
44,921 crore by 2012. It is set to generate employment opportunities for close to 10
million.
Indias telecom sector has shown massive upsurge in the recent years in all
respects of industrial growth. From the status of state monopoly with very limited
growth, it has grown in to the level of an industry. Telephone, whether fixed
landline or mobile, is an essential necessity for the people of India. This changing
phase was possible with the economic development that followed the process of
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structuring the economy in the capitalistic pattern. Removal of
restrictions on foreign capital investment and industrial de-licensing resulted
in fast growth of this sector.
At present the countrys telecom industry has achieved a growth rate of
14 per cent. Till 2000, though cellular phone companies were present, fixed
landlines were popular in most parts of the country, with government of India
setting up the Telecom Regulatory Authority of India, and measures to allow
new players country, the featured products in the segment came in
to prominence.
Indian Telecom sector, like any other industrial sector in the
country, has gone through many phases of growth and diversification.
Starting from telegraphic and telephonic systems in the 19th century, the
field of telephonic communication has now expanded to make use of
advanced technologies like GSM, CDMA and WLL to the great 3G
Technology in mobile phones. Day by day, both the Public Players and
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the Private Players are putting in their resources and efforts to improve
the telecommunication technology so as to give the maximum to their
customers.
The huge potential offered by the untapped rural market will help push
growth for telecom operators in the years to come. At present, rural India
accounts for just 27% of the countrys cellular base, though it constitutes
70% of the population.
The list of telecom operators operating in India with their market share is
detailed a s under:
Www.Convergence.In
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2. PLAYERS IN THE TELECOM MARKET IN INDIA
Cellular Service provider:
BSNL
Virgin Mobile
Airtel
DOCOMOReliance
Aircel
Idea
Tata Indicom
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Vodafone
MTSUninor
Spice
S Tel
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2.1 RECENT THINGS TO WATCH OUT IN INDIAN TELECOM
SECTOR ARE
1. 3G and BWA auctions
2. MVNO
3. Mobile Number Portability
4. New Policy for Value Added Services
5. Market dynamics once the recently licensed new telecom operators start
rolling out
6. Services.
7. Increased thrust on telecom equipment manufacturing and exports.
8. Reduction in Mobile Termination Charges.
9. Due to technological advancement and increase in traffic.
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3. IMPORTANCE OF THE RESEARCH
Significance of research and research leads to invention. Following facts
highlight the importance of the research.
Research facilitates logical or scientific thinking process which leadstowards flow less strategy formulation.
It facilitates identification of trends which ultimately responsible inmarketing opportunities.
Decision making becomes easier for well researched phenomenon. Research is important in solving various operational and planning problems
of business and industry.
It helps understanding perception of the employees about the training andaccordingly designs the training process.
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3.1 RESEARCH METHODOLOGY
Methodology in the applied sense refers to various methods used by the
researcher right from data collection and various techniques used for the same for
interpretation and inference. Methods and techniques are often used
synonymously in research literature. Research methodology is what must be
done, how it will be done, what data will be needed, what data gathering will be
employed, how sources of data will be selected and how the data will be analyzed
and conclusions reached. When we talk of research methodology we not only talk
of the research methods but also consider the logic behind the methods we use in
the context of our research study and explain why we are using a particular
method or technique and why we are not using others so that research results are
capable of being evaluated either by the researcher himself or by others.
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3.2 RESEARCH OBJECTIVEMain objective is to study on brand loyalty for mobile service provide among the
college student in Ranchi
3.3 RESEARCH PROCESS
Area : Ranchi city Location: Ranchi college, st. Xavier college, womens college, Marwaricollege, Nirmala college, Dhrwa college, Hari Om Tower, NIBM .
Sample Type : Random sampling Sample Size : 100 respondents Data Type : Primary and Secondary data Data Collection Tool : Questionnaire Data Presentation Tool : Pie charts and Tables, Cross table
3.4 SOURCES OF DATA
The study undertaken is mainly based on the primary data, structured
Questionnaire is designed. The study also contains secondary data, data from
books, authenticated websites and journals for the latest updates just to gain an
insight for the views of corporate officers.
3.5 METHODOLOGY & PRESENTATION OF DATA
The data collected is then coded in the tables to make the things presentable and
more effective. The results are shown by tables & pie- charts which will help me
out in easy and effective presentation of results.
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3.6 RESEARCH DESIGN
The design for this study is Exploratory, Descriptive and Random sampling.
3.7 METHOD OF DATA COLLECTION
There are many methods of data collection in a survey. These are basically
divided in two main types of methods. These are: -
1.Primary data collection.
2. Secondary data Collection.
Primary Data:
The data is collected randomly irrespective of the category of the people in the
form of questionnaire and the sample size is 100 respondents.
Secondary Data:They are not originally drawn by the researcher as fresh data. These are collected
by some other person for this purpose and published. These types of data can be
collected through various sources.
3.8 INSTRUMENTS USED
Basically for this project, there are following instruments used:
Survey questionnaire
Survey questionnaire is a very important instrument for any researcher to collect
the requisite information. The questionnaire helps him to get a brief knowledge
about a particular subject. With the help of questionnaire, further analysis and
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able to make a decision and categorize each factor present in the questionnaire in
a proper manner.
Work Undertaken by me:
In this project I have completed the first phase of my study which is to adaptproper research technique and sampling.
On the basis of sampling, I prepared my schedule which has two phases:1) Getting the information from the customer
2) Getting the information from the company.
In this interim report I have completed my first phase in which a sample of 100respondents are surveyed and their response is analyzed, interpreted with the
help of pie-charts and tables.
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4. HISTORY
The history of telecommunication industry started with the first public
demonstration of Morses electric telegraph, Baltimore to Washington in 1844. In
1876 Alexander Graham Bell filed his patent application and the first telephone
patent was issued to him on 7th of March. In 1913, telegraph was popular way of
communication. AT&T commits to dispose its telegraph stocks and agreed to
provide long distance connection to independence telephone system.
In 1956, the final judgment limited the Bell System to Common Carrier
Communications and Government projects but preserving the long-standing
relationships between the manufacturing, researches and operating arms of the Bell
System. In this judgment AT&T retained bell laboratories and Western ElectricCompany. This final judgment brought to a close the justice departments seven
year old antitrust suit against AT&T and Western Electric which sought separation
of the Bell Systems Manufacturing from its operating and research functions.
AT&T was still controlling the telecommunication industry.
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In 1982 , AT&T was requested to divestiture its stock ownership in Western
Electric termination of exclusive relationship between AT&T and Western Electric
divestiture by Western Electric of its fifty percent interest in Bell Telephone
Laboratories, AT&Ts telecommunication research and development facility, is a
jointly owned subsidiary in which AT&T and Western Electric each own 50% of
the stock; separation of telephone manufacturing from provision of telephone
service and the compulsory licensing of patents owned by AT&T on a non-
discriminatory basis. It was telecommunication act of 1996 that true competition
was allowed. The act of 1996 opened the market to all competitors. AT&T being
the first telecommunication company paved the road for the telecommunication
industry as well as set the policy and standards for others to follow.
4.1 Beginning of telecommunication in India
The era of telecommunication in India started from the year of 1851 with the
initiative from govt. of India near the city of Calcutta now known as Kolkatta.
However the rapid growth in telecom industry came into picture after the year of
2002-03 onwards as the more number of service providers came into existence.
Since 2002-03 there is rapid change in the technology and increase in numbers of
subscribers in the Indian telecom industry till now. The following are the
milestones in the Indian telecom industry.
1851 First operational land lines were laid by the government near Calcutta. 1881 Telephone services introduced in India. 1883 Merger with postal system. 1923 Formation of Indian radio Telegraph Company.
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1932 Merger of ETC and IRT into Indian Radio and Cable CommunicationCompany.
1947 Nationalization of all foreign telecommunication companies to formthe posts, telephone and telegraph, a monopoly run by the governments
ministry of communications.
1985 Department of telecommunication established , an exclusive providerof domestic and long-distance services that would be its own regulator.
1986 Conversion of dot into two wholly government owned companies theVSNL for international telecommunication and MTNL for services in
metropolitan areas.
1997 Telecom regulatory authority created.
Telecommunication is important not only because of its role in bringing the
benefits of communication to every corner of India but also in serving the new
policy objectives of improving the global competitiveness of the Indian economy
and stimulating and attracting foreign direct investment. Indian Telecom industry
is one of the fastest growing telecom markets in the world. In telecom industry,
service providers are the main drivers whereas equipment manufacturers are
witnessing growth and decline in successive quarters as sales is dependent on order
undertaken by the companies.
Today the Indian telecommunications network with over 456 Million subscribers is
second largest network in the world after China. India is also the fastest growing
telecom market in the world with an addition of 9- 10 million monthly subscribers.
The teledensity of the Country has increased from 18% in 2006 to 33% in
December 2008, showing a stupendous annual growth of about 50%, one of the
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highest in any sector of the Indian Economy. The Department of
Telecommunications has been able to provide state of the art world-class
infrastructure at globally competitive tariffs and reduce the digital divide by
extending connectivity to the unconnected areas.
India has emerged as a major base for the telecom industry worldwide. Thus Indian
telecom sector has come a long way in achieving its dream of providing affordable
and effective communication facilities to Indian citizens. As a result common man
today has access to this most needed facility. The reform measures coupled with
the proactive policies of the Department of Telecommunications have resulted in
an unprecedented growth of the telecom sector.
There is a cut-throat competition in the Telecom industry as more and more
advanced technology is developed in very short time. Once the people get addicted
to 2G technology by the time new players come up with latest technology called
3G and EDGE. The thrust areas presently are:
1. Building a modern and efficient infrastructure ensuring greater competitiveenvironment
2. With equal opportunities and level playing field for all stakeholders.3. Strengthening research and development for manufacturing, value added
services.
4. Efficient and transparent spectrum management5. To accelerate broadband penetration6. Universal service to all uncovered areas including rural areas.7. Enabling Indian telecom companies to become global players.
Recent things to watch in Indian telecom sector are:
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1. 3G and BWA auctions2. MVNO3. Mobile Number Portability4. New Policy for Value Added Services5. Market dynamics once the recently licensed new telecom operators start
rolling out Services.
6. Increased thrust on telecom equipment manufacturing and exports.7. Reduction in Mobile Termination Charges as the cost per line has
substantially reduced
8. Due to technological advancement and increase in traffic.
India's telecom sector has shown massive upsurge in the recent years in all respects
of industrial growth. From the status of state monopoly with very limited growth, it
has grown in to the level of an industry. Telephone, whether fixed landline or
mobile, is an essential necessity for the people of India. This changing phase waspossible with the economic development that followed the process of structuring
the economy in the capitalistic pattern.
Removal of restrictions on foreign capital investment and industrial de-licensing
resulted in fast growth of this sector. At present the country's telecom industry has
achieved a growth rate of 14 per cent. Till 2000, though cellular phone companies
were present, fixed landlines were popular in most parts of the country, with
government of India setting up the Telecom Regulatory Authority of India, and
measures to allow new players country, the featured products in the segment came
in to prominence.
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Today the industry offers services such as fixed landlines, WLL, GSM mobiles,
CDMA and IP services to customers. Increasing competition among players
allowed the prices drastically down by making the mobile facility accessible to the
urban middle class population, and to a great extends in the rural areas. Even for
small shopkeepers and factory workers a phone connection is not an unreachable
luxury. Major players in the sector are BSNL, MTNL, Reliance, Bharti
Teleservices, Vodafone Essar, BPL, Tata, Idea, etc. With the growth of telecom
services, telecom equipment and accessories manufacturing has also grown in a big
way.
Indian Telecom sector, like any other industrial sector in the country, has gone
through many phases of growth and diversification. Starting from telegraphic and
telephonic systems in the 19th century, the field of telephonic communication has
now expanded to make use of advanced technologies like GSM, CDMA, and WLL
to the great 3G Technology in mobile phones. Day by day, both the Public Playersand the Private Players are putting in their resources and efforts to improve the
telecommunication technology so as to give the maximum to their customers.
4.2 Global Scenario
World telecom industry is an uprising industry, proceeding towards a goal of
achieving two third of the world's telecom connections. Over the past few years
information and communications technology has changed in a dramatic manner
and as a result of that world telecom industry is going to be a booming industry.
Substantial economic growth and mounting population enable the rapid growth of
this industry.
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The world telecommunications market is expected to rise at an 11 percent
compound annual growth rate at the end of year 2010. The leading telecom
companies like AT&T, Vodafone, Verizon, SBC Communications, Bell South,
Qwest Communications are trying to take the advantage of this growth. These
companies are working on telecommunication fields like broadband technologies,
EDGE(Enhanced Data rates for Global Evolution) technologies, LANWAN
internet, optical networking, voice over Internet protocol, wireless data service
etc.
4.3 Economical aspect of telecommunication industry
World telecom industry is taking a crucial part of world economy. The total
revenue earned from this industry is 3 percent of the gross world products and is
aiming at attaining more revenues. One statistical report reveals that
approximately 16.9% of the world population has access to the Internet.
4.4 Present market scenario of world telecom industry
Over the last couple of years, world telecommunication industry has been
consolidating by allowing private organizations the opportunities to run their
businesses with this industry. The Government monopolies are now being
privatized and consequently competition is developing. Among all, the domestic
and small business markets are the hardest. Until the 1980s the world
telecommunications systems had a simply administrative structure.
The United States telephone service was supplied by a regulated monopoly,
American Telephone and Telegraph (AT&T). Telegraph service was provided
mainly by the Western Union Corporation. In almost all other countries both
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services were the monopolies of government agencies known as PTTs (for Post,
Telephone, and Telegraph). In the United States beginning in 1983, AT&T
agreed in a court settlement to divest itself of the local operating companies that
provided basic telephonic service. They remained regulated local monopolies,
grouped together into eight regional companies.
AT&T now offers long distance service in competition with half a dozen major
and many minor competitors while retaining ownership of a subsidiary that
produces telephonic equipment, computers and other electronic devices. During
the same period Great Britains national telephone company was sold to private
investors as was Japans NTT telephone monopoly.
For telegraphy and data transmission, Western Union was joined by other major
companies, while many multinational firms formed their own
telecommunications services that link offices scattered throughout the world.New technology also brought continuing changes in the providers of
telecommunication. Private companies such as Comsat in the United States were
organized to provide satellite communication links within the country.
Around the world we are witnessing remarkable changes to the telecoms
environment. After years of debate, structural separation is now taking place in
many parts of the world including Hong Kong, New Zealand, Singapore and
some European markets. Structural separation or at least full-blown operational
separation is required to advance the entire industry and to create new business
opportunities and innovations which will benefit our society, our economy and
ultimately our industry.
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The focus is also shifting away from broadband to what it can actually achieve.
Next Generation Telecommunications better describes this new environment and
is essential for the emerging digital economy (4G). Important services that
depend on NGT include tele health, e-education, e- business, digital media, e-
government and environmental applications such as smart utility meters.
In order to meet this burgeoning consumer demand for NGT applications, we are
seeing increasing investment in All-IP Next Generation Networks and fiber
networks. A proper inventory of national infrastructure assets is required if we
want to establish an efficient and economically viable national broadband
structure for these services.
In the developing markets, next generations telecoms will take the form of
wireless NGNs (i.e., LTE/WiMAX). These are some of the elements of the
broader ICT revolution that is unfolding before our very eyes. We are right in the
midst of the transition from old communications structures (mainly one-waystreets) to new structures that are fully-interactive and video-based.
One of the drivers behind the industry changes are the declining revenues
experienced by the telcos in their traditional markets. Over the past 10 years or
so, fixed-line operators have been affected by deregulation, a severe industry
downturn, declining prices and major inroads by mobile services. In addition,
people are drifting to other forms of communication, such as email, online chat,
and mobile text messaging instead of the traditional phone. This has also led to
an increased need for bandwidth, which in turn has revived the submarine cable
sector. In recent times there have been many cable build-out announcements
around the world, and some major systems are again being constructed. Over 25
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systems are expected to be built over the next two to three years and network
upgrades are also on the agenda for some existing systems.
It is clear that the mobile industry is also undergoing profound changes. The
saturated developed markets are forcing the industry to find new revenue streams
and we are now seeing other organizations such as media companies, content
providers, Internet media companies and private equity companies becoming
involved in this market.
For the time being however, voice will remain the killer application for mobile
with some data services included as support services and niche market services.
4G (ie, WiMAX/LTE) is the real solution for mobile data and by 2015 it is
expected that the majority of mobile revenues will come from data.
With the Internet economy, digital media and other telecommunications activities
becoming further established, the need for modern and efficient infrastructure isbecoming more critical.
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5. COMPANY PROFILE
5.1 AIRTEL
Bharti Airtel is one of Asias leading providers of telecommunication services
with presence in all the 22 licensed jurisdictions (also known as Telecom Circles)
in India, and in SriLanka. We served an aggregate of 96,649,487 customers as of
March 31, 2009, of whom 93,923,248 subscribe to our GSM services
and 2,726,239 use our Telemedia Services either for voice and/or broadband access
delivered through DSL.
The company is the largest wireless service provider in the country, based on the
number of subscribers as of March 31, 2009. Airtel also offers an integrated suite
of telecom solutions to our enterprise customers, in addition to providing long
distance connectivity both nationally and internationally. The company
has recently forayed into media by launching our DTH and IPTV Services.
All these services are rendered under a unified brand Airtel. The company also
deploys, owns and manages passive infrastructure pertaining to telecom
operations under its subsidiary Bharti Infratel Limited.
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5.2 IDEA
Idea Cellular Limited is a publicly listed company, having listed on BSE and NSE
in March 2007. It has licenses and spectrum to operate in all 22 service areas of
India, with commercial operations currently in all service areas. With a customer
base of 43 million as on March 31st, 2009,the footprint currently
covers approximately 80% of Indias potential telecom market.
IDEA was the first company in India to commercially launch next generation
EDGE technology in Delhi in 2003. It has been a leader in the introduction of
value added services. From basic voice and SMS services to offering high end
VAS such as Mobile TV, Games etc, IDEA is seen as an innovative, customer
focused brand. IDEA has received international recognition for its path-breaking
innovations when it won the GSM Association Award for Best Billing andCustomer Care Solution for 2 consecutive years.
IDEA Tariff plans are customer friendly and cater to unique needs of different
segments. IDEA Womens Card caters to the special needs of the women on
move, and Youth Card covers emerging youth segment. IDEA My Gang the
widely popular closed user group product recently bagged the prestigious Golden
Peacock Award 2008 under the Most Innovative Product category at the 19th
World Congress on Total Quality. IDEA Cellular is part of the
Aditya Birla Group, Indias first truly multinational corporation. The Group is
anchored by an extraordinary force of over 125,000 employees, belonging
to 25 different nationalities, and is in the League of Fortune 500 companies.
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5.3 RELIANCE
Reliance Telecom Limited (RTL) is a wholly-owned subsidiary of the Reliance
Communication Limited, a member of Reliance ADA Group. Reliance ADA
Groups flagship company. Reliance Telecom Limited (RTL) began operations in
1997-98. It provides GSM based Mobility services, Value Added Services &
Applications in 8 telecom circles covering 15 Indian states.
RTL has undertaken a major expansion and increased its coverage to 6,300 towns.
This has enabled RTL to significantly scale up subscriber base to 11.5 million as of
March 31, 2009. RTL is in the process of further expanding its coverage to 12,000
towns under its licensed areas.
RTLs Business has been further strengthened and complimented by its parent
companys GSM expansion to remaining 14 Circles across various
Indian states. Parent Companys rapid and successful ramp up in GSM based
Mobile services has provided an added advantage to RTL of a bigger
in-house ecosystem.
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5.4 VODAFONE
Vodafone Essar is the Indian subsidiary of Vodafone Group and commenced
operations in 1994 when its predecessor Hutchison Telecom acquired
the cellular license for Mumbai. The company now has operationsacross the country with 68.76 million customers (as of March 31, 2009). Over the
years, Vodafone Essar, under the Hutch brand, has been named the Most
Respected Telecom Company, the Best Mobile Service in the country and the
Most Creative and Most Effective Advertiser of the Year.
Vodafone is the worlds leading international mobile communications
company. It currently has equity interests in 27 countries across 5 continents and
more than 40 partner networks with over 289 million proportionate
customers Worldwide. The Essar Group is Vodafones principal partner
in India.
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5.5 TTSL
Tata Teleservices Limited (TTSL) is part of the Tata Group of Companies, an
Indian Conglomerate. It runs the brand name Tata Indicom in India in various
telecom circles of India.The company forms part of the Tata Groups presence in
the Telecommunication Industry in India, along with Tata Teleservices
(Maharashtra) Limited (TTML) and VSNL.
TTSL was incorporated in 1995 and was the first company to offer CDMA Mobile
services in India, specifically in the state of Andhra Pradesh. In December 2002,
the company acquired the erstwhile Hughes Telecom (India) Ltd. which was
renamed Tata Teleservices (Maharashtra) Limited.In September 2007, Tata
Indicom launched the Talk World plan, an International Long Distance Plan.Tata is
the direct competitor with Reliance, both CDMA operators in India. The company
provides unified telecommunication solutions including mobile, fixed wireless,
fixed line and broadband. Other competitors are Vodafone, Airtel, Aircel, Idea,
MTNL, and BSNL providing GSM based mobile telephony. The company was
first in India to provide free intra network calling within city limits. They
Launched a unique scheme providing lifetime rental free connectivity on its mobile
and fixed Wireless for a onetime charge.
Tata Teleservices is part of the INR Rs. 119000 Crore (US$ 29 billion) Tata
Group, that has over 87 companies, over 250,000 employees and more than 2.8
million shareholders. Tata Teleservices spearheads the Groups presence in the
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telecom sector. Incorporated in 1996, Tata Teleservices was the first to launch
CDMA mobile services in India with the Andhra Pradesh circle.
5.5.1 Tata Teleservices Limited (TTSL)
Tata Teleservices Limited (TTSL) is a part of the Tata Group of companies based
in Navi Mumbai, an Indian conglomerate. It operates under the brand name Tata
Indicom in various telecom circles of India. In Nov 2008, Japanese telecom
giant NTT Docomo picked up a 26 per cent equity stake in Tata Teleservices for
about Rs 13,070 crore ($2.7 billion) or an enterprise value of Rs 50,269 crore
($10.38 billion). In Feb 2008, TTSL announced that it would provide CDMA
mobile services targeted towards the youth, in association with the Virgin
Group on a Franchisee model basis.
Tata Teleservices Limited spearheads the Tata Group's presence in the telecom
sector. The Tata Group had revenues of around US $75 billion in financial year
2008-09, and includes over 90 companies, over 350,000 employees worldwide and
more than 3.5 million shareholders.
Type: private company
Industry: telecommunication
Founded: 1996
Headquarter: Navi Mumbai indiaKey people:
Chairperson: Mr. Rattan Tata
MD: Anil Kumar Sardana
Product:
Wireless, television, internet, telephone
Division: Tata Indicom, Tata Docomo,
Vergin mobileWebsite: Tatateleservice.com
1996: 1st Andhra Pradesh
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Incorporated in 1996, Tata Teleservices Limited is the pioneer of the CDMA 1x
technology platform in India. It has embarked on a growth path since the
acquisition of Hughes Tele.com (India) Ltd [renamed Tata Teleservices
(Maharashtra) Limited] by the Tata Group in 2002. It launched mobile operations
in January 2005 under the brand Tata Indicom and today enjoys a pan-India
presence through existing operations in all of India's 22 telecom Circles. The
company is also the market leader in the fixed wireless telephony market with its
brand Walky. The company has recently introduced the brand Photon to provide a
variety of options for wireless mobile broadband access. The company's network
has been rated as the 'Least Congested' in India for last five consecutive quarters by
the Telecom Regulatory Authority of India through independent surveys.
Tata Teleservices Limited now also has a presence in the GSM space, through its
joint venture with NTT DOCOMO of Japan, and offers differentiated products and
services under the TATA DOCOMO brand name. TATA DOCOMO arises out ofthe Tata Group's strategic alliance with Japanese telecom major NTT DOCOMO in
November 2008. TATA DOCOMO has received a pan-India license to operate
GSM telecom services-and has also been allotted spectrum in 18 telecom Circles.
The company has rolled out GSM services in 14 of India's 22 telecom Circles in a
quick span of under six months. The company plans to launch pan-India operations
by the end of FY 2009-10.
TATA DOCOMO marks a significant milestone in the Indian telecom landscape,
and has already redefined the very face of telecoms in India, being the first to
pioneer the per-second tariff option-part of its 'Pay for What You Use' pricing
paradigm. Tokyo-based NTT DOCOMO is one of the world's leading mobile
operators-in the Japanese market, the company is the clear market leader, used by
over 50 per cent of the country's mobile phone users.
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Today, Tata Teleservices Limited, along with Tata Teleservices (Maharashtra)
Limited, serves over 58 million customers in more than 410,000 towns and villages
across the country, with a bouquet of telephony services encompassing mobile
services, wireless desktop phones, public booth telephony, wireline services and
enterprise solutions.
In December 2008, Tata Teleservices Limited announced a unique reverse equity
swap strategic agreement between its telecom tower subsidiary, Wireless TT Info-
Services Limited, and Quippo Telecom Infrastructure Limited-with the combined
entity kicking off operations in early 2009 with 18,000 towers, thereby becoming
the largest independent entity in this space-and with the highest tenancy ratios in
the industry. The WTTIL-Quippo combine is targeting over 50,000 towers by the
end of FY 2010-11.
5.5.2 Tata Teleservices provides mobile services under 3 Brand names:
Tata Indicom (CDMA Mobile operator)
Tata DoCoMo (GSM Mobile operator) November 2008 Tata Teleservices (74%) NTT DoCoMo (26%)
Virgin Mobile (CDMA Mobile operator) Virgin Group (50%) Tata Teleservices (50%)
Virgin Mobile (GSM Mobile operator)
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Tata photon5.5.3 Area of operation
Andhra Pradesh, Chennai, Gujarat, J & K, Karnataka, Delhi, Maharashtra, Mumbai,
North East, Tamil Nadu, Orissa, Bihar, Rajasthan, Punjab, Haryana, Himachal Pradesh,
Uttar Pradesh (E), Uttar Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West
Bengal.
Partner
Motorola, Ericsson, Lucent and ECI Telecom
The Tata Indicom brand is endorsed by bollywood actress Kajol &
cricketers Irfan Pathan and Yousuf Pathan.
5.5.4 Product and service detail
Tata Teleservices bouquet of telephony services includes Mobile services,
Wireless Desktop Phones, Public Booth Telephony and Wireline services.Other services include value added services like voice portal, roaming, post-paid
Internet services, 3-way conferencing, group calling, Wi-Fi Internet, USB
Modem, data cards, calling card services and enterprise services. Some of the
other products launched by the company include prepaid wireless desktop
phones, public phone booths, new mobile handsets and new voice & data
services such as BREW games, Voice Portal, picture messaging, polyphonic
ring tones, interactive applications like news, cricket, astrology, etc.
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5.6 BSNL
Bharat Sanchar Nigam Limited (known as BSNL) is a public sector company in
India. It is the India's largest telecommunication company with 25.14% market
share as on December 31,2007. Its headquarters are at Bharat Sanchar Bhawan,
Harish Chandra Mathur Lane, Janpath,New Delhi. It has the status of Mini-ratna -
a status assigned to reputed Public Sector Units in India. BSNL is India's oldest
and largest Communication Service Provider (CSP). Currently BSNL has a
customer base of 68.5 million (Basic & Mobile telephony). It has footprints
throughout India except the metropolitan cities of Mumbai and New Delhi, which
are managed by MTNL. As on December 31, 2008 BSNL commanded a customerbase of 31.7 million Wire line, 4.1 million CDMA-WLL and 32.7 million GSM
Mobile subscribers. BSNL's earnings for the Financial Year ending March 31,
2009 stood at INR 397.15b (US$ 9.67 b) with net profit of INR 78.06b (US$ 1.90
billion).
BSNL formed in October 2000, is World's 7th largest Telecommunications
Company providing comprehensive range of telecom services in India. BSNL has
installed Quality Telecom Network in the country and now focusing on improving
it, expanding the network, introducing new telecom services with ICT applications
in villages and wining customer's confidence. Today, it has about 47.3 million line
basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM Capacity,
more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations, 480196 Rkm
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of OFC Cable, 63730 Rkm of Microwave Network connecting 602 Districts, 7330
cities/towns and 5.5 Lac villages.
BSNL is the only service provider, making focused efforts and planned initiatives
to bridge the Rural-Urban Divided ICT sector. Whether it is inaccessible areas of
Siachen glacier and Northeastern region of the country. BSNL serves its customers
with its wide bouquet of telecom services. BSNL cellular service, CellOne, has
more than 17.8 million cellular customers, garnering 24 percent of all mobile users
as its subscribers. That means that almost every fourth mobile user in the country
has a BSNL connection. In basic services, BSNL is miles ahead of its rivals, with
35.1 million Basic Phone subscribers i.e. 85 per cent share of the subscriber base
and 92 percent share in revenue terms.
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6. Terminology6.1 Brand selection
The research study tiltled factors affecting the brand decision in the mobile phone
industry in Asia by Liu 2002.This study found that the choice of a cellular phone
is characterized by two attitudes to brands : attitude towards the mobile phone
brand on one hand and attitude towards the network on the other. While price and
regularity of service were found to dominate choice between network providers,
choices between mobile phone brands were affected by new technology features
such as memory capacity and SMS options, more than size. The brand will
actually be not towards smaller phones but towards phones with better capability
and larger screen.
6.2 Consumer satisfaction
This study is conducted by TRAI. It assesses the satisfaction level of consumers
encompassing quality of technical service, quality and operational aspects of
gadgets and social /psychological costs due to unsolicited promotional calls /SMS.
The analysis in this report shows that the consumption behavior of the mobile
phone users in Delhi and covers the aspects like usage pattern of the mobile phone
services, assessment of the level of satisfaction, preference for various attributes
and functionalities of gadgets .
6.3 Consumer behavior
The titled named consumer buying behavior by Martin Tina; Sam Manaberi
[2005] discussed the industrial purchasing stands for more than half of the whole
economic activity in industrialized countries. Therefore it is important to
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understand how industries perform buying activities. The telecommunication
industry is a fast growing industry and therefore interesting to investigate. The
purpose of this study was to investigate the characteristics of industrial buying
behavior in the telecommunication industry. The purpose has been further
developed in forms of research questions dealing with the buying process, buying
center and choice criteria. A case study was made with a customer, to the telecom
supplier Ericsson, from the company HI3G Access, also known as 3. A highly
topical company in the third generation telecom networks with Ericsson as one of
their primary suppliers. The conducted telephone interview indicates a swift
buying process, influenced by word of mouth. Additional findings involve a small
buying center, which is mainly controlled by the technical and procurement staff
and the importance of price as selection criteria as the product is becoming a
commodity.
The article named consumer buying behavior in mobile phone market in Finlandby EMAC conference, Track: New Technologies and E Marketing. The survey
conducted with 397 consumers and looked at their motives to purchase new mobile
phones on one hand and factors affecting operator choice on the other. The results
indicate that while price and properties
Were the most influential factors affecting the purchase of a new mobile phone,
price, audibility and friends operator were regarded as the most important in the
choice of the mobile phone operator. This paper concludes with a discussion of
contributions and purposes ideas for future studies in this under researched area.
6.4 Customer buying behavior
The project study titled customer buying behavior of mobile phone brands by
Riquelme (2001. She conducted an experiment with 94 consumers to identify the
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amount of self knowledge consumers have when choosing between mobile phone
brands. The study was build upon six key attributes like telephone features,
connection fee , access cost , mobile to mobile phone rates call rates and free calls
related to mobile phone purchasing respondents had to importance rate. The
research shows that consumers with prior experience about a product can predict
their choices relatively well but customers tended to overestimate the importance
of features, call rates, and free call and underestimates the importance of a monthly
access fee, mobile to mobile phones rates and the connection fee.
6.5 Customer loyalty
The term customer loyalty is used to describe the behavior of repeat customers, as
well as those that offer good ratings, reviews, or testimonials. Some customers do a
particular company a great service by offering favorable word of mouth publicity
regarding a product, telling friends and family, thus adding them to the number of
loyal customers.
6.5.1 Ten ways to build customer loyalty
1. Communicate: - Whether it is an email newsletter, monthly flier, a reminder
card for a tune up, or a holiday greeting card, reach out to the customers.
2. Customer Service : - Go the extra distance and meet customer needs. Train the
staff to do the same. Customers remember being treated well.
3. Employee Loyalty : - Loyalty works from the top down. If managers are loyal
to the employees, they will feel positively about their jobs and pass that loyalty
along to customers.
4. Employee Training: - Train the employees and interact with customers.
Empower employees to make decisions that benefit the customer.
5. Customer Incentives : - Give customers a reason to return to business.
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6. Product Awareness : - Know what y steady patrons purchase and keep those
items in stock.
7. Reliability: - If a purchase will arrive on Wednesday, deliver it on Wednesday.
Be reliable. If something goes wrong, let customers know immediately and
compensate them for their inconvenience.
8. Be Flexible : - Try to solve customer problems or complaints to the best of
ability.
9.People over Technology : - The harder it is for a customer to speak to a human
being when he or she has a problem, the less likely it is that you will see that
customer again.
10. Know Their Names : - Remember the theme song to the television show
Cheers? Get to know the names of regular customers or at least recognize their
faces.
6.5.2 Customer loyalty modelThis model is developed by Schelsinger and Heskett (1991). In this model explains
that effort spent in selecting and training employees and creating a corporate
culture in which they are empowered can lead to increased employee satisfaction
and employee competence. This will likely result in superior service delivery and
customer satisfaction. This in turn will create customer loyalty, improved sales
levels and higher profit margins.
Essentials of customer care
1) Encourage employees to deliver high-quality customer care .
Make sure employees have good basic communication skills. Train employees in job-specific skills. Train all relevant personnel how to answer and deal with telephone calls. Make sure employees can handle complaints effectively.
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They should apologise, be sympathetic, listen, establish the facts, agree whatto do and then do it
2) Think of ways to make life easier for customer s.
Try to save the customer inconvenience. Exceed your customers expectations. Keep customers informed about any problems, and make it easy for them to
contact
Use your website to give customers the services and information they want.3) Use appropriate technology .
A good database system can help you record, organise and plan your contactwith customers.
Make sure information from your website can be transferred to your maindatabase.
Contact management software may be a useful tool if you have a lot of high-value customer accounts.
Company will need to explain the advantages of the system to employees,and provide training and incentives for use.
4) Give customers a personalized service .
A common way to achieve this is by giving each customer an accountmanager.
Personalize all communication. Personalize the email addresses of customer-facing employees If use computerized telephone systems, give customers the option of talking
to an operator at any time.
6.5.3 Customer retention
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Customer Retentionis the activity that a selling organization undertakes in order to
reduce customer defections. Successful customer retention starts with the first
contact an organization has with a customer and continues throughout the entire
lifetime of a relationship. A companys ability to attract and retain new customers,
is not only related to its product or services, but strongly related to the way it
services its existing customers and the reputation it creates within and across the
marketplace.
6.5.4 Customer retention rate
The customer retention rate refers to the number of customers lost over a period of
time. It is normally calculated by the percentage of lost customers versus existing
customers over a quarterly or annual period, without tallying new customer
acquisitions.
6.5.5 Customer life time valueCustomer lifetime value enable an organization to calculate the net present value of
the profit an organization will realize on a customer over a given period of time.
Retention Rate is the percentage of the total number of customers retained in
context to the customers that approached for cancellation.
6.5.6 Customer perception
Perception is the process of selecting, organizing and interpretinginformation inputs to produce meaning. IE we chose what info we pay
attention to, organize it and interpret it.
Information inputs are the sensations received through sight, taste, hearing,smell and touch.
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Selective Exposure
select inputs to be exposed to our awareness. More likely if it is linkedto anevent, satisfies current needs, intensity of input changes (sharp price drop).
Selective Distortion -Changing/twisting current received information,inconsistent withbeliefs.
Selective Retention -Remember inputs that support beliefs, forgets those thatdon't.
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7. TELECOM REGULATORY AUTHORITY OF INDIA
National Telecom Policy (NTP) 1994 was the first attempt to give a
comprehensive roadmap for the Indian telecommunications sector. In 1997,
Telecom Regulatory Authority of India (TRAI) was created. TRAI was formed to
act as a regulator to facilitate the growth of the telecom sector. New National
Telecom Policy was adopted in 1999 and cellular services were launched in the
same year
Mission
To ensure that the interest of consumer is protected and at the same time
encourage the development of telecommunications, broadcasting and cable
services in a manner and at a pace which will enable India to play a leading role
in the emerging global information society.
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7.1 Role of TRAI
One of the main objectives of TRAI is to provide a fair and transparent policy
environment which promotes a level playing field and facilities fair competition.
TRAI has issued from time to time a large number of regulations, orders and
directives to deal with the issues coming before. These regulations cover a wide
range of subjects including tariff, interconnection and quality of services etc.
7.2 Functions of TRAI
Need and timing for introduction of new service provider Terms and condition of
license to a service provider Technological improvement in services by service
provider Maintain inter-connect agreement register Levy fees and other chargesas determined by regulations Measures for technological development Measures
to facilitate competition and promote efficiency in the operation to facilitate
growth in industry
The Telecommunications Regulatory Authority of India or TRAI (established
1997) is the independent regulator established by the Government of India to
regulate the telecommunications business in India.
7.3 Responsibilities
Notwithstanding anything contained in the Indian Telegraph Act, 1885, the
functions of the Authority shall be to:
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1. make recommendations, either suo motu or on a request from thelicensor, on the following matters, namely:
a) need and timing for introduction of new service providerb) terms and conditions of license to a service providerc) revocation of license for non-compliance for terms and conditions of license
2. discharge the following functions, namely
a) ensure compliance of terms and conditions of licenseb) notwithstanding anything contained in the terms and conditions of thelicense granted before the commencement of the Telecom Regulatory Authority
(Amendment) Ordinance,2000, fix the terms and conditions of inter-connectivity
between the service providers
3. Levy fees and other charges at such rates and in respect of such servicesas may be determined by regulations.
4. perform such other functions including such administrative andfinancial functions as may be entrusted to it by the Central Government
or as may be necessary to carry out the provisions of thisAct
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7.4 NEW TELECOM POLICY-1999
Availability of affordable and effective communications for the citizens.
To achieve a Tele density of 7 by the year 2005 and 15 by the year 2010, toimprove rural Tele density from the level of 0.4 to 4 by the year 2010.
Create a modern, efficient and world class Telecommunications infrastructuretaking into account the convergence of IT, Media, Telecom and Consumer
Electronics.
Convert Public Call Offices (PCOs) into Public Tele-info Centers having multi-media capability like ISDN Services, Remote Database Access, Government and
Community Information Systems etc.Transform in a time-bound manner, the Telecommunications Sector to a greater
competitive environment in both urban and rural areas providing equal
opportunities and level playing field for all players
Strengthen Research and Development efforts in the country and provide anImpetus to build world class manufacturing capabilities
Protect Defence and Security interest of the country Enable Indian Telecom Companies to become truly Global Players.This Policy frame work focuses on creating an environment, which enables
continued attraction of investment in the sector and allows creation of
Telecommunications infrastructure by leveraging on Technological
developments.
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The New Telecom Policy frame work looks at the Telecom Service Sector as
follows:
Global Mobile Personal Communication by Satellite (GMPCS) ServiceProviders.
VSAT Based Service Providers.Other Service Providers
7.5 DISPUTE RESOLUTION IN TELECOM SECTOR
With a view to provide a level playing field in a competitive environment, the
Government of India in 1997 established a statutory and autonomous regulator
viz, The Telecom Regulatory Authority of India (TRAI) under the TRAI Act1997. With a view to further strengthen the regulator the TRAI Act, 1997 was
amended in the year 2000 and a separate body viz., The Telecom Dispute
Settlement and Appellate Tribunal (TDSAT) was constituted for resolution of
Disputes in Telecom Sector.
7.6 FUNCTIONS OF TDSAT
The TDSAT is empowered to adjudicate any dispute between:
Licensor and a Licensee. Two or more Service Providers. A Service Provider and a Group of Consumers.
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The Appellate Tribunal shall be guided by the Principles of natural justice and
have powers to regulate its own procedure.
The Appellate Tribunal has the same powers as are vested in a Civil Court, while
trying a Suit, in respect of following matters, viz.,
Summoning and enforcing the attendance of any person and examining himon oath.
Requiring the discovery and production of documents. Receiving evidence on Affidavits Requisitioning any public record or document or a copy of such record or document from any office Issuing commissions for the examination of the witnesses or Documents Reviewing its decisions Dismissing an application for default or deciding it, ex-parte. Setting aside any order of dismissal of any application for default or anyorder passed by it, ex-parte, and Any other matter which may be prescribed.
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8. THE TECHNOLOGY
Mobile personal communication systems use microwave frequencies above 800
MHz for transmission and reception. All service providers operate in some pre
allocated frequency bands according to international standards. For operating in
these microwave frequencies there are following access methods:
FDMA (Frequency Division Multiple Access) - FDMA puts each calls ona separate frequency.
TDMA (Time Division Multiple Access) - TDMA assigns each call acertain portion of time on a designated frequency.
CDMA ( Code Division Multiple Access) - CDMA gives a unique code toeach call and spears it over available frequencies.
GSM is a global standard based on TDMA. It is very popular in entire Europe,
Middle East and Asia while CDMA is the dominant technology in United States
and some parts of Asia. But how does it affect the ultimate consumer? For
understanding, further considerations may be helpful.
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9. TYPES OF CELLULAR SERVICES
9.1 GSM-global system for mobile communications wherein the main operators
are Airtel, Aircel, Bsnl, MTNL, Idea, Vodafone, Reliance, MTS & Tata
9.2 What is GSM
Developed by Group Special Mobile (founded 1982) which was aninitiative of CEPT ( Conference of European Post and Telecommunication )
Global System for Mobile (GSM) is a second generation cellular standarddeveloped to cater voice services and data delivery using digital modulation.
9.2.1 GSM Services
1. Tele-services2. Bearer or Data Services3. Supplementary services1. Tele Services Telecommunication services that enable voice communication via mobilephones
Offered services Mobile telephony Emergency calling2. Bearer Services Short Message Service (SMS) -up to 160 character alphanumeric datatransmission to/from the mobile terminal.
Voice mailbox Electronic mail
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3. Supplementary Services Call related services : Call Waiting- Notification of an incoming call while on the handset Call Hold- Put a caller on hold to take another call Call Barring- All calls, outgoing calls, or incoming calls Call Forwarding- Calls can be sent to various numbers defined by the user Multi Party Call Conferencing - Link multiple calls together
9.3 CDMA
CDMA-code division multiple access wherein predominant players arereliance ,virgin mobile and Tata Teleservices
Code Division Multiple Access All users share the same frequency all the time To pick out the signal of specific user, this signal is modulated with a uniquecode sequence.
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9.4 TYPES OF SERVICES WIRELESS OPERATORS
Broadly they give three types of services:
Voice either as postpaid or prepaid Net connect that is internet services Vas or value added services like mobile banking, caller ring bank tones etc.SOME COMMON TERMS IN TELECOM TRADE
Onnet calling Onnet intracircle calling Onnet intercircle calling Offnet calling Offnet intra circle calling Offnet inter circle calling
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9.5 Mobile number portability (MNP)
It will be start from December 2010, it will help to customer by changing the
service provider by keeping same number.
9.6 GSM and CDMA
GSM CDMA
1. In case of GSM you can choose a
handset separately from a wide variety
available in the market. It should be
GSM 900/1800 compatible for use in
India. Then buy a prepaid or post-paid
SIM card Subscriber Identity Module
that contains user account information)
from any of the GSM Service
Providers like Airtel, Hutch, Idea,
MTNL, BSNL, Aircel, Spice etc. Justinsert this SIM into your handset and
start talking.
1. Handset is network locked. You buy
a package from the Service Provider
like Reliance or Tata Indicom that
includes a handset and a pre-paid or
post-paid plan. Earlier it was difficult
to change the handset and keep the
same number but now to change a
Reliance handset in future, you just
need a handset change card costing a
nominal amount- SIM enabledhandsets of Tata Indicom can be
Changed easily.
2. A very large range of handsets to
choose from as the big handset
companies like Nokia, Motorola,
SonyEricsson, LG, Samsung etc. are
marketing their products through
independent distribution and retail
network.
3. Choice of handsets is limited to the
models offered by the Service
Provider. Although both Reliance and
Tata have now a range of entry level,
mid-segment and features, rich
advance handsets available with them.
3. You can easily change the service
provider and continue with the same
3. You can't change service provider
and Continue with the same handset. It
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handset could be technically possible but not
easy.
4. In GSM different frequencies are
used across different cells but that
does not mean that voice clarity is
necessarily compromised. Actually, it
depends upon the location and
network traffic too.
4. Voice clarity is supposed to be
better in CDMA network as it uses
same frequency across all cells.
5. EDGE (Enhanced Data Rates for
GSM Evolution) enabled GSM
networks are comparable in terms of
download speed. Please note an EDGE
enabled handset is also
5. Data Transfer Speed is traditionally
more in case of CDMA.
BREW(Binary Runtime Environment
for Wireless) technology which is
exclusive to CDMA networks enables
faster
equired data downloads
6. GSM service providers are better
networked globally to offer
international roaming. But you must
check for roaming call rates and
coverage in the regions or countries
where you visit frequently.
6. Check for International roaming tie-
ups if you travel abroad frequently.
Also, check for the coverage in the
region where you intend to use your
cell phone within India. Tata is soon
launching T-SIM to enable
international roaming with one world
one number concept
7. If you travel to other countries you
can even use your same GSM cell
phone abroad if it is a quad-band
7. CDMA phones that are not card-
enabled do not have this capability
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phone
(850/900/1800/1900MHz).purchasing
a local SIM card with call value and a
local number in the country you are
visiting, you can make calls against
the card to save yourself international
roaming charges from your home
service provider
Age of the respondent
Table .1: Age of the respondent
Option Frequency Percent Valid Percent Cumulative Percent
15yrs- and Below 4 4.0 4.0 4.0
15 -18yrs 22 22.0 22.0 26.0
18-21yrs 37 37.0 37.0 63.0
21-24 yrs 26 26.0 26.0 89.0
24 yrs- and above 11 11.0 11.0 100.0
Total 100 100.0 100.0
Figure No.1: Age of the respondent
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Inference: 37 respondents are from 18 -21yrs age group and 26 respondents are
from 21-24 age group.
Gender
Table No.2:Gender
Option Frequency Percent Valid Percent Cumulative Percent
Male 49 49.0 49.0 49.0
Female 51 51.0 51.0 100.0
Total 100 100.0 100.0
Figure No.2: Gender
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Inference: Maximum respondent are female that is approximately 51% and 49%
are male respondent.
Educational qualification (pursuing)
Table No.3: Educational qualification (pursuing)
Option Frequency Percent Valid Percent Cumulative Percent
Intermediate /HSE/diploma 21 21.0 21.0 21.0
Degree course (BA,B.COM,B.SC,) 30 30.0 30.0 51.0
Engineering 24 24.0 24.0 75.0
MBA 19 19.0 19.0 94.0
Others 6 6.0 6.0 100.0
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Total 100 100.0 100.0
Figure No.3: Educational qualification (pursuing)
Inference: Maximum respondent are from degree courses that is approximately
30%.24% respondent are from engineering student. Intermediate student are very
less that is 21% of the respondent.
How many mobile handsets do you use currently
Table No 4.How many mobile handset do you use currently
Option Frequency Percent Valid Percent Cumulative Percent
1 33 33.0 33.0 33.0
2 43 43.0 43.0 76.0
3 and more 24 24.0 24.0 100.0
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Total 100 100.0 100.0
Figure No .4: How many mobile handset do you use currently
Inference: Maximum respondent told that they have 2 mobile handsets that are
approximately 43%. 33% are told that they have only 1 mobile hand set. But 24%
respondents are there, those are having 3 or more then 3 mobile handsets.
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How many mobile numbers do you haveTable No 5.How many mobile number do you have
Option Frequency Percent Valid Percent Cumulative Percent
1 30 30.0 30.0 30.0
2 25 25.0 25.0 55.0
3 24 24.0 24.0 79.0
4 and above 21 21.0 21.0 100.0
Total 100 100.0 100.0
Figure No.5: How many mobile numbers do you have
Inference: Maximum respondent told that they have only 1 mobile number that is
approximately 30% of the respondent.25% and 24% respondent having 3 and 2
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mobile number respectively. But 21% respondent are there, they are having 4 or
more then 4 mobile number.
Monthly pocket money you get
Table No. 6:Monthly pocket money you get
Option Frequency Percent Valid Percent Cumulative Percent
less than 1000 19 19.0 19.0 19.0
1000 1500 22 22.0 22.0 41.0
1500 2000 7 7.0 7.0 48.0
2000 - 2500 21 21.0 21.0 69.0
2500- 3000 8 8.0 8.0 77.0
More then 3000 23 23.0 23.0 100.0
Total 100 100.0 100.0
Figure No.6: Monthly pocket money you get
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Inference: Maximum respondent are getting more then Rs.3000 for pocket money
that is approximately 23% of the respondent. But 22% and 21% of the respondent
are getting 1000-1500 and 2000-2500 respectively.
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Your monthly expenditure on mobile
Table No 7.Your monthly expenditure on mobile
Option Frequency Percent Valid Percent Cumulative Percent
Rs200 Less 29 29.0 29.0 29.0
200-Rs500 28 28.0 28.0 57.0
500-Rs800 29 29.0 29.0 86.0
800-Above 14 14.0 14.0 100.0
Total 100 100.0 100.0
Figure No.7: Your monthly expenditure on mobile
Inference: 29 respondent having expenditure of less than Rs.200 and another 29
respondent is having expenditure of Rs.500-800.but very less respondent having
more than Rs.800 expenditure on mobile.
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You are customer of which service provider
Table No. 8: You are customer of which service provider
Service provider No.
Airtel 81
Reliance 56
Vodafone 37
Tata 9
BSNL 38
Aircel 11
If other 4
Total 236
Figure No.8: You are customer of which service provider
Inference: Maximum respondent are using Airtel service that is 34% of the
respondent and in second Reliance is there 24% of the respondent. Vodafone and
BSNL having very less market, which is 37 and 38 respondent respectively. it is
clear that Airtel having very strong market in Ranchi that is 34% of the respondent.
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Which service you use
Table No. 9: Which service you use
Figure No.9:Which service you use
Inference: Maximum respondent are using GSM service that is 62% .for CDMA
Tata and Reliance is there they have 38% share out of 100 respondents.
Respondent are also using CDMA service more frequently.
Option Frequency Percent Valid Percent Cumulative Percent
CDMA 38 38.0 38.0 38.0
GSM 62 62.0 62.0 100.0
Total 100 100.0 100.0
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What type of connection do you use for your cell phone
Table No.10: What type of connection do you use for your cell phone
Option Frequency Percent Valid Percent Cumulative Percent
pre-paid 86 86.0 86.0 86.0
post-paid 14 14.0 14.0 100.0
Total 100 100.0 100.0
Figure No.10: What type of connection do you use for your cell phone
Inference: Maximum respondent are told that they are using pre paid connection
that is 86% of the respondent. Only few respondents are using post paid connection
that is 14%.
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Are you using same service provider since you started using mobile phone
Table No.11: Are you using same service provider since you started using mobile
phone
Option Frequency Percent Valid Percent Cumulative Percent
yes 65 65.0 65.0 65.0
no 35 35.0 35.0 100.0
Total 100 100.0 100.0
Figure No.11: Are you using same service provider since you started using mobile
phone
Inference: Maximum respondent are told that they are using same service
provider since they started using mobile phone that is 65 respondents. Only 35
respondents told that they are changed the service provider.
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How much time you have changed service provider till today
Table No 12: How many time you have changed service provider till today
Option Frequency Percent Valid Percent Cumulative Percent
1 23 23.0 23.0 23.0
2 33 33.0 33.0 56.0
3 19 19.0 19.0 75.0
4 and more 25 25.0 25.0 100.0
Total 100 100.0 100.0
Figure No.12: How much time you have changed service provider till today
Inference: Maximum respondents are told that they are changed 2 times till
today.23 respondent are told that they are changed only 1 time.
Why did you choose the service provider
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Table No.13: Why did you choose the service provider
Option Frequency Percent Valid Percent Cumulative Percent
Less service charge 28 28.0 28.0 28.0
Large number of offers 23 23.0 23.0 51.0
Better network 38 38.0 38.0 89.0
If Any other 11 11.0 11.0 100.0
Total 100 100.0 100.0
Figure No.13: Why did you choose the service provider
Inference: Maximum respondent are told that we choose service provider
by seeing network that is 38% of the respondent.23% of the respondent are
told that they are selected service provider due to large number of offers. but
28% of the respondent are told that they are selected service by seeing less
service charge.
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What are the key factors/reasons for your association with the cellular
service provider
Table No.14: What are the key factors/reasons for your association with the cellular
service provider
Option Frequency Percent Valid Percent Cumulative Percent
Awareness of the Service provider 25 25.0 25.0 25.0
Friends Recommended 29 29.0 29.0 54.0
Retailer Influenced 12 12.0 12.0 66.0
Advertisements Influenced 22 22.0 22.0 88.0
Market share of the service provider 8 8.0 8.0 96.0
Other reasons 4 4.0 4.0 100.0
Total 100 100.0 100.0
Figure No.14: What are the key factors/reasons for your association with the
cellular service provider
Inference: Maximum respondent are told that friends are the main reason for
association with the service provider that is 29% of the respondent .it means that
for purchasing of connection friends giving big role.25% of the respondent are
associated with the service provider due to awareness of the service provider.
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Would you open to take service from a new service provider
Table No.15: Would you open to take service from a new service provider
Option Frequency Percent Valid Percent Cumulative Percent
yes 50 50.0 50.0 50.0
No 26 26.0 26.0 76.0
Does not know/ not sure 24 24.0 24.0 100.0
Figure No.15: Would you open to take service from a new service provider
Inference: Maximum respondent are told that they will take service from new
service provider that is 50% of the respondent. hallf of the respondent are agree to
take service from new service provider.26% of the respondent are not willing to
take service from new service provider.
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If you get better offer than you will change the service provider
Table No.16: If you get better offer than you will change the service provider
Option Frequency Percent Valid Percent Cumulative Percent
yes 64 64.0 64.0 64.0
No 36 36.0 36.0 100.0
Total 100 100.0 100.0
Figure No.16: If you get better offer than you will change the service provider
Inference: Maximum respondent are told that they will change service provider, if
they will get better offer that is 64% of the respondent.36% of the respondent will
not agree to change the service.
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How you know about the different offer provided by the company
Table No.17: How you know about the different offer provided by the company
Option Frequency Percent Valid Percent Cumulative Percent
Friends 22 22.0 22.0 22.0
TV 21 21.0 21.0 43.0
Billboard ,Poster 35 35.0 35.0 78.0
SMS of Service provider 22 22.0 22.0 100.0
Total 100 100.0 100.0
Figure No.17: How you know about the different offer provided by the company
Inference: Maximum respondent are known about the offer from the billboard and
poster that is 35% of the respondent. Friends and TV play equal role for awareness
of offer provided by the company, which is 22% respondent respectively.
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Are you satisfied with current service provider overall service
Table No.18: Are you satisfied with current service provider overall service
Option Frequency Percent Valid Percent Cumulative Percent
Very Satisfied 15 15.0 15.0 15.0
Satisfied 45 45.0 45.0 60.0
Indifferent 18 18.0 18.0 78.0
Dissatisfied 12 12.0 12.0 90.0
Very dissatisfied 10 10.0 10.0 100.0
Total 100 100.0 100.0
Figure No.18: Are you satisfied with current service provider overall service
Inference: Maximum respondent are satisfied from the current service provider
that is 45% of the respondent.15% respondents are very satisfied and 18%
respondent are indifferent from the current service provider.
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Network
Table No.19: Network
Option Frequency Percent Valid Percent Cumulative Percent
Tata indicom 21 21.0 21.0 21.0
Airtel 50 50.0 50.0 71.0
Aircel 8 8.0 8.0 79.0
BSNL 4 4.0 4.0 83.0
Rim 11 11.0 11.0 94.0
Smart 6 6.0 6.0 100.0
Total 100 100.0 100.0
Figure No.19: Network
Inference: Maximum respondent are told that airtel having better network as
compare to other that is 50% of the respondent.21% respondent are told that Tata
Indicom having good network.
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Tariff
Table No.20: Tariff
Option Frequency Percent Valid Percent
Tata indicom 20 20.0 20.0
Airtel 17 17.0 17.0
Aircel 18 18.0 18.0
BSNL 11 11.0 11.0
Rim 19 19.0 19.0
Smart 15 15.0 15.0
Total 100 100.0 100.0
Figure No.20: Tariff
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Inference: 20% of the respondent are told that Tata Indicom having good tariff
plan as compare to other. Only 11% respondents are told that BSNL provide good
tariff plan.
Voucher
Table No.21: Voucher
Option Frequency Percent Valid Percent Cumulative Percent
Tata indicom 21 21.0 21.0 21.0Airtel 11 11.0 11.0 32.0
Aircel 24 24.0 24.0 56.0
BSNL 8 8.0 8.0 64.0
Rim 21 21.0 21.0 85.0
Smart 15 15.0 15.0 100.0
Total 100 100.0 100.0
Figure No.21: Voucher
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Inference: 24% of the respondent are told that Aircel having verity of vouchers
available. 21% respondent are told that Rim and Tata Indicom also providing
verity of voucher.
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Offers
Table No 22. OffersOption Frequency Percent Valid Percent Cumulative Percent
Tata indicom 20 20.0 20.0 20.0
Airtel 4 4.0 4.0 24.0
Aircel 9 9.0 9.0 33.0
BSNL 20 20.0 20.0 53.0
Rim 26 26.0 26.0 79.0
Smart 21 21.0 21.0 100.0
Total 100 100.0 100.0
Figure No.22: Offers
Inference: 26% of the respondents are told that Rim providing better offer as
compare to other service provider. Smart, Aircel, BSNL are also providing better
offer that is approximately 20% respondents in each service provider.
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Table No.23: Age of the respondent * how many mobile hanset you have
Cross tabulation
how many mobile handset you have Total
1 2 3 and more
age of the respondent 15yrs- and Below 3 1 0 4
15 -18yrs 7 13 2 22
18-21yrs 15 13 9 37
21-24 yrs 6 10 10 26
24 yrs- and above 2 6 3 11
Total 33 43 24 100
Figure No.23: Age of the respondent * how many mobile hanset you have
Cross tabulation
Inference: Those respondents are using more than 3 mobile handset, are age
groups from 21-24yrs.
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Table No.24 :Would you open to take service from a new service provider? *
Are you satisfied with current service provider overall service? Cross
tabulation
Are you satisfied with current service provider overall service? Total
Very Satisfied Satisfied Indifferent Dissatisfied Verydissatisfied
Would you open to take
service from a new service
provider?
yes 4 31 4 7 4 50
no 8 7 5 3 3 26
Does notknow/ notsure
3 7 9 2 3 24
Total 15 45 18 12 10 100
Figure No.24:Would you open to take service from a new service provider? * Are
you satisfied with current service provider overall service? Cross tabulation
Inference: Main finding is that, those are satisfied from the current service
provider, still want to take service from new service provider.31 respondent are In
this category.
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Table No.25:Educational qualification (pursuing) * How many mobile
number do you have Cross tabulation
How many mobile number do you have Total
1 2 3 4 and above
Educational
qualification
(pursuing)
Intermediate /HSE/diploma 13 5 0 3 21
Degree course (BA,B.COM,B.SC,) 9 9 11 1 30
Engineering 5 9 5 5 24
MBA 0 2 8 9 19
Others 3 0 0 3 6
Total 30 25 24 21 100
Figure No.25:
Educational qualification (pursuing) * How many mobile number doyou have Cross tabulation
Inference: Those respondents are doing degree course among them, they are
using 3 mobile handset that is maximum (11 respondent).none of the MBA student
having only 1 mobile handset and they are using more than 1 handset.
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Table No.26 :How many time you have changed service provider till today *
Why did you choose the service provider? Cross tabulation
Why did you choose the service provider? Total
Less service charge Large number of offers Better network If Anyother
How many time
you have
changed service
provider till
today
1 9 4 10 0 23
2 12 6 14 1 33
3 4 4 4 7 19
4 andmore
3 9 10 3 25
Total 28 23 38 11 100
Figure No.26:How many time you have changed service provider till today * Whydid you choose the service provider? Cross tabulation
Inference: Those respondents are chosen service provider due to better network,
they are changed service provider 2 times and 14 respondents are in this category.
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Table No.27:pocket money you get * Your monthly expenditure on mobile Cross
tabulation
Your monthly expenditure on mobile Total
Rs200 Less 200-Rs500 500-Rs800 800-Above
pocket money you get less than 1000 12 7 0 0 19
1000 1500 10 6 6 0 22
1500 2000 3 1 2 1 7
2000 - 2500 0 14 7 0 21
2500- 3000 0 0 6 2 8
More then 3000 4 0 8 11 23Total 29 28 29 14 100
Figure No.27:pocket money you get * Your monthly expenditure on mobile Cross
tabulation
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Inference: Those respondents are getting less pocket money their expenditure is also less
that is less then Rs.200.12 respondent are there in this category.
10. Findings
Maximum people are using Airtel service. Maximum respondent are told thatAirtel having better network as compare to other that is 50% of the
respondent.
Respondent are not loyal their service provider brand, they are takingconnection from different service provider mainly for network, tariff plan.
MBA student are having more than 2 connections from different company, itshows that highly educated people are not loyal to its brand.
Maximum respondent are told that they are using pre paid connection that is86% of the respondent. Only few respondents are using post paid connection
that is 14%.
50% respondents told that they will take service from new service provider. Maximum respondent (45%) providers are satisfied from the current service
provider.
38% respondents told that we choose service provider by seeing networkconnectivity.
Those respondents are using more than 3 mobile handset, are age groupsfrom 21-24yrs.
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Maximum respondent told that they are using same service provider sincethey started using mobile phone that is 65 respondents.
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11. CONCLUSION
From the above research we can conclude that the satisfaction level of the useris depend on the kind of services provided by the service providers.
The services expected by the subscribers are more or less dependent upon theage group, gender and the occupation to which they belong.
From the survey it was inferred that overall experience of respondent is
dependent on the service provider.
With the increasing competition mobile service operator can differentiate it onthe basis of value added services and additional offers provided by them, so that
they can retain their existing customer and can attract new potential customers.
Customers are loyal to some specific brand like Airtel.
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12. SUGGESTIONS
Individuals irrespective of age, income, occupation and gender tend togreatly rely on the services provided, which forms a lasting image in the
mind of the customers which influences their preferences. Hence the prime
focus must be on improving the quality of services provided by o