A

PROJECT REPORT
ON
CUSTOMER SATISFACTION ON RELIANCE NET CONNECT+
HSD (HIGH SPEED DEVICE)
FOR
RELIANCE COMMUNICATIONS

SUBMITTED BY
JAMADAR ALEEM
UNDER THE GUIDANCE OF
PROF. LIONEL JOHN DMELLO
SUBMITTED TO
UNIVERSITY OF PUNE
IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR
THE AWARD OF THE DEGREE OF
MASTER OF BUSINESS ADMISTRATION (MBA)
POONA INSTITUTE OF MANAGEMENT SCIENCES &
ENTREPRENEURSHIP
PUNE-411001
(2012-2014)
1

ACKNOWLEDGEMENT:
I take this opportunity to express my deep sense of gratitude and appreciation to my
project guide Prof. Lionel John Dmello of Poona Institute of Management Sciences &
Entrepreneurship, Pune for assistance, motivation, and being a continual source of
encouragement for me. Prof. Lionel John Dmello gave his timely guidance, cooperation
and encouragement.
I am grateful to Mr. Amit Harpale (Marketing Manager), Mr. Promod Memane (Area
Sales Manager), Anil Goli (Sales Executive) my guide, for his invaluable guidance and
cooperation during the course of the project. He provided me with his assistance and
support whenever needed that has been instrumental in completion of this project.
The learning during the project was immense & invaluable. My work basically included
the study of various ways for developing marketing strategies for the company. The
present report is an amalgamation of my thoughts and my efforts to study the various
ways of developing the marketing strategies for the company. Further a detailed study
has been done in order to suggest the company the feasible strategies that would
enhance its market share.
I am forever thankful to my parents for their emotional support fuel which kept me
cruising all through the project in-spite of the hurdles and hardship encountered during

(JAMADAR ALEEM)
INDEX
2

Sr. No.

Particulars

Page No.

Executive Summary

Introduction

Company& Products Profile

Objectives and Scope of the Study

19

Research Methodology

28

Project Work Undertaken

36

Data Analysis & Interpretations

41

Facts &Findings

51

Suggestions

53

10

Significance & Limitations

55

11

Conclusion

57

12

Bibliography

59

13

Appendix

61

CHAPTER 1
EXECUTIVE SUMMARY

EXECUTIVE SUMMARY

The main agenda behind doing this project was to understand the current customers
requirement& satisfaction level for a Reliance communication in Telecommunication
sector.
It will help us understanding the market position and the reason behind the success of a
Reliance communication in Pune division, the scope of this project is to understand the
problem related to the customers and to find out solutions to that problem, to know the
views of the customers about the internet service.
4

The main objective of the study is to carry out the research on how a company can
create awareness of their product & make their market position strong. Through this
project we will come to know the views of the customer regarding Data card in wireless
technology.
It will help to estimate the success of Reliance Communication in Pune division.
Through this summer project we came to know that most of the customer use post-paid
connection for their internet services. The survey was carried out in Pune city, the
sample size was 100 respond

CHAPTER2
INTRODUCTION

INTRODUCTION

Telecommunication is among the fastest growing service industries in the world.

While the accent of growth is dependent on the value added services, such as e-mail,
cellular phones, etc in the developed countries. This sector plays a crucial role in the
spurring growth, especially industrial & services in any economy.
Multinational companies are investing in developing countries because of huge
latent demand. The last two decades have proved restructuring of entire sector across the
globe, in terms of privatization & competition. Opening up of economic & privatization
6

in the developing countries has triggered influx of foreign capital & technology.
Telecom density is only 2per100 in India, which is less than that of China (4.5per 100)
and world avg. of 10 per 100.

20 times faster with speed up to 3.1 Mbps in Reliance Broadband Network

Faster upload at a speed of up to 1.8 Mbps
Downward compatible with Reliance High Speed 1 X network to ensure seamless
Connectivity across 24000 towns & 6 lakh villages as well as along major highways

CHAPTER 3
7

COMPANY PROFILE

COMPANY PROFILE
Reliance Net connect service offers you Hi-speed wireless internet access across India
in over 24,000 towns and 6 lakh villages, as well as along major highways, railway
routes, airport lounges and remote locations. Reliance's cutting edge CDMA 1x network
can give you high-speed internet access, up to 144kbps
Reliance offers Hi-Speed 1x service through a suite of Reliance Net connect products
like PCMCIA and USB Modem data cards as well as data cables for mobile phones and
fixed wireless phones. These can be used to connect to the internet from your laptop and
desktop.
Reliance Communications has a reliable, high-capacity, integrated (Both Wireless and
Wire line) and convergent (Voice, Data and Video) digital network. It is capable of
delivering a range of services spanning the entire information (Information and
8

Communication) value chain, including infrastructure and services for enterprises as

well as individuals, applications, and consulting.
Reliance communications Support is leading players in the customer acquisition space
for over 4 years. With our expert approach, our insistence on quality and our dedication
towards the clients we represent has helped us earn a reputation for excellence in Retail
& direct marketing sector. We provide our clients with strategic consultation and a wellinformed sales force to take their brand, product or services direct to their chosen target
market.
For over a decade we have specialized in customer acquisitions and marketing solutions
for a range of sectors in Pune and when reason behind this is we have survived by
making our clients projects our own. We have significantly helped in creating value and
improving overall business performances for our client

COMPANY OVERVIEW
We have made a business of creating awareness, building desire and acquiring new
customers and donors for our business partners through our ability to make
conversation. Our product is our people: a vast network of professionals trained in sales,
customer service, and face-to-face fundamentals; with the attitude, drive and enthusiasm
to represent any brand to the public.
For over 4 years we have been conversing on behalf of many of the worlds largest
brands, building relationships between them and their target markets
Using tried and tested sales techniques all our marketing agents can identify customer
needs and recommend the right products in a superior way to other traditional forms of
marketing.
Key points of Reliance communications
9

 Presents our clients brand, in person, to the general public.

Can be applied to a range of industries.
Cuts through the noise of a crowded marketplace.
Provides positive exposure to a brand and its key messages.
Enables the Sales Representative to respond to the customers body language
and answer questions.
Delivers dynamic market feedback to the client.
Reinforces brand awareness, educating the community and delivering services
effectively and professionally.
This human touch translates into effective, quality-driven results for our clients

Client: - RELIANCE COMMUNICATIONS

The Reliance group, India largest enterprises and one of the 500 largest enterprises in
the world will launch Reliance HSD (High Speed Device). Reliance will usher a digital
revolution in India and herald a new way of life for a New India.

SR.No Name

Designation

Anil Dhirubhai Ambani

Chairman& M.D

Prakash Shenoy

Company Secretary

RN Bhardwaj

Independent Director

J Ramachandran

Independent Director

Deepak Shourie

Independent Director
10

AK Purwar

Independent Director

Reliance Industries Limited (RIL) is an Indian conglomerate holding company

headquartered in Mumbai, Maharashtra, India. The company operates in five major
segments: exploration and production, refining and marketing, petrochemicals, retail
and telecommunications.
RIL is the third largest publicly traded company in India by market capitalisation and is
the second largest company in India by revenue after Indian Oil Corporation. The
company is ranked 107th on Fortune Global 500 list of the world's biggest corporations
for the year 2013. It contributes to approx. 14% of total exports of India.
Reliance Communications Limited is engaged in the business of providing
telecommunications services. The Companys operating segments include wireless
segment which offers code division multiple access (CDMA) and global system for
mobile communications (GSM) based wireless services on a nationwide basis; the
Global and Enterprise segment offers the comprehensive portfolio of Enterprise, IT
infrastructure, national and International long distance voice, video and data network
services on an integrated and scalable platform; telecom infrastructure segment owns
190,000 route kilometres of optical fibre network.
Business area of the company:
The company is mainly engaged into the businesses of, Wireless, Broadband, Rural
Communication, Reliance World, IDC, Carrier Business and Infrastructure Business.
Wireless:
Reliance Mobile - With over 85 million subscribers across India, Reliance Mobile is
Indias largest mobile service brand. Reliance Mobile services now cover over 20,000
towns, 5 lakh villages and counting.
11

Reliance Mobile World - The Reliance Mobile World suite of Reliance Mobile is a
unique Java-based application. Its uniqueness lies in the fact that it enables complex
Internet application to be introduced in mobile phones effectively and quickly. Reliance
Mobile World receives over 1.5 billion page views per month from Reliance Mobile
users.
Financials
Total Income - Rs. 141800 Million (year ending Mar 2013)
Net Profit - Rs. 6240 Million (year ending Mar 2013)
Milestones:

Reliance Communications draws down ECB of US$ 255 Million (Rs 1155 Cr)
for 3G Spectrum Refinancing.

Reliance Communications signs pact with Radio Netherlands Worldwide.

Reliance Big TV and India games sign strategic agreement.

RCOM offers Cartoon Network Comics on Mobiles.

RCOM partners with SNDT Women's University

Reliance Communications achieves a landmark of 100 million customers

Reliance Communications signs strategic alliance with Get Jar to create Indias
largest and free applications store

Reliance Web store commences market roll-out of Indias cheapest touch screen
CDMA phone

RCOM announces unlimited internet access on mobile

RCOM launches Indias first Live Chat Customer Service.

PRODUCT INFORMATION
12

Reliance Net connect+/ HSD

Reliance Net connect+ using EVDO technology and the USB device is different in both
the cases. The maximum speed of CDMA (IX) technology is 144 kbps (18KBps) and for
EVDO technology it is 3.1 Kbps (387.5 Kbps).
Reliance Net Connect+ coverage is limited to only a few cities. Advertised 3.1 Mbps
will be available only at these cities. Rest all places the speed will be limited to 144
kbps.
Reliance Net connect+ Advantage:

Wireless broadband for laptops and desktops.

Download speeds up to 3.1 Mbps and upload speeds up to 1.8 Mbps.

Simply plug and play.

All India roaming free.

Connectivity across 24,000 towns and 6 lacks villages, as well as along major
highways, railway routes, airport lounges and remote locations in India

MODEL NO. ZTE AC2736

Connectivity:

Supports CDMA 1x RTT & CDMA 1xEVDO Rev A.

Plug and Play (PnP).

Windows 2000 (SP4), Windows XP (SP2)

13

Windows Vista, Windows 7

Mac OS (10.5.x onwards)

Linux OS.

Supporting easy installation and uninstall of the driver on windows 2000(SP4),

windows XP (SP2 onwards), windows Vista (32 bit & 64 bit both), Windows
7(32 bit & 64 bit both), MAC (at least 10.5.x onwards) & Linux (Selected
Versions).

Specifications:

Dimensions: 92.52610.1mm

About 40g.

Language: English

Micro Secure Digital Memory

(Micro SD) card.

PLAN/TARIFF
Post-paid Plans
Pay Rs. 1300/- to get a Reliance Net connect+ USB Modem
My Best Plan
Revolutionize your internet experience with My Best Plan! Bid goodbye to bill
shocks.
Why My Best Plan?
14

Pay for only what you use: No more paying exorbitant rentals for going over
your usage limit. With My Best Plan, you only pay for the data you use.

Lowest Bill Guaranteed: This plan automatically adapts to your usage pattern
and charges the lowest bill amount possible.

No Bill Shocks: Maximum bill amount capped at Rs. 1250 + tax so no matter
how high your usage, there will be no bill shocks.

Overage charges as low as 20p per MB

Fixed rental as low as Rs. 250 with 1000 MB bundled usage.

6000 MB data usage at broadband speeds. Unlimited usage beyond 6000 MB at

throttled speeds.*

This plan makes life very easy for you by eliminating the confusion while selecting the
right plan, and charging very attractive rates only for the data you use. All you need is to
do is just subscribe to this plan. No data constraints, no bill shocks, no more confusion

Bundled Usage
Up to 1000 MB
Greater than 1000 MB, up to
6000 MB
Greater than 6000 MB (speeds
throttled)*

Billed amounts (Rs)

250
250 + 20p/MB for usage
above 1000 MB
1250

Broadband speeds, unlimited browsing is available at speeds up to 144 Kbps at no extra

charges.
Example:
If your data usage is 1500MB, then the billed amount is just Rs. 350 + Tax (Rs. 250
rental and Rs. 100 for extra 500 MB at 20 paisa per M
15

Unlimited Plans

Data usage at 3.1 Mbps

5 GB unlimited
10 GB unlimited
15 GB unlimited

Billed amount (Rs)

750
950
1200

*After data usage at 3.1 Mbps is consumed, unlimited browsing is available at speeds up
to 144 Kbps
Speed Based Plan
Free Usage Bundled / Month

Monthly
Rental
Rs. 500

Anytime /
Night
Day
(10PM to Extra
(6AM to 10 6AM)
Usage
PM)
8 GB
15 GB
50p / MB

16

Roaming
Nationwide

Maximum
Speed
Up
to
256kbps

CHAPTER 4

OBJECTIVES AND SCOPE OF THE STUDY

OBJECTIVES OF THE STUDY

To know whether the customers are satisfied from the current services or not.
The main objective of the project is to find current telecom market structure in
Pune city.
To study product awareness of post paid wireless technology.
To retain the existing user and to convert the new prospects into buyers.
To know on what basis does the subscriber prefer to any service provider.
To find out the problem areas relevant to Reliance Communication.

17

SCOPE OF THE STUDY

The research is done to know the market position of Reliance HSD in post-paid plans. It
will help the company to know the future prospects for their product.
It will also help to know how to overcome the problem in Pune division. It will also help
to know the information about the competitive products of Reliance Communication
which is available in the market.
This study will help to understand & know how Reliance will be the leading telecom
company in wireless technology.
This study will also help us to know about company product potential in the market and
help to relate theory with corporate world. From this project we came to know about the
actual market conditions. Through this project we are direct touch with end user, so it
gives us extra advantages to understand consumer buying behaviour more effectively
and efficiently

REVIEW OF LITERATURE
What is customer?
A customer (sometimes known as a client, buyer, or purchaser) is the recipient of a good
service product or idea obtained from a seller, vendor or supplier for a monetary or other
valuable consideration.

18

Customers are generally categorized into two types:

An intermediate customer or trade customer

An ultimate customer who does not intern re-sells the things bought but
either passes them to the consumer or actually is the consumer.

A customer may or may not also be a consumer but the two notions are distinct, even
though the terms are commonly confused. A customer purchases goods; a consumer
uses them. An ultimate customer may be a consumer as well, but just as equally may
have purchased items for someone else to consume. An intermediate customer is not a
consumer at all. The situation is somewhat complicated in that ultimate customers of socalled industrial goods and services (who are entities such as government bodies,
manufacturers, and educational and medical institutions) either themselves use up the
goods and services that they buy, or incorporate them into other finished products, and
so are technically consumers, too. However, they are rarely called that, but are rather
called industrial customers or business-to-business customers. Similarly customers who
buy services rather than goods are rarely called consumer Customer satisfaction
Customer satisfaction, a term frequently used in marketing is a measure of how products
and services supplied by a company meet or surpass customer expectation. Customer
satisfaction is defined as the number of customers, or percentage of total customers,
whose reported experience with a firm, its products, or its services (ratings) exceeds
specified satisfaction goals In a survey of nearly 200 senior marketing managers 71
present responded that they found a customer satisfaction metric very useful in
managing and monitoring their businesses.
19

It is seen as a key performance indicator within business and is often part of a Balanced
Scorecard. In a competitive market place where businesses compete for customers
customer satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy.
Therefore it is essential for businesses to effectively manage customer satisfaction. To
be able do this firm need reliable and representative measures of satisfaction.
The

importance

increased bargaining

of

customer
power.

For

satisfaction

diminishes

example, cell

when

phone plan

firm

providers,

has
such

as AT&T and Verizon, participate in an industry that is an oligopoly, where only a few
suppliers of a certain product or service exist. As such, many cell phone plan contracts
have a lot of fine print with provisions that they would never get away if there were say,
a hundred cell phone plan providers, because customer satisfaction would be far too low
and customers would easily have the option of leaving for a better contract.

Purpose

20

Customer satisfaction provides a leading indicator of consumer purchase intentions and

loyalty. Customer satisfaction data are among the most frequently collected indicators of
market perceptions. Their principal use is twofold:
Within organizations, the collection, analysis and dissemination of these data send a
message about the importance of tending to customers and ensuring that they have a
positive experience with the companys goods and services.
Although sales or market share can indicate how well a firm is performing currently,
how likely it is that the firms customers will make further purchases in the future. Much
research has focused on the relationship between customer satisfaction and retention
Studies indicate that the ramifications of satisfaction are most strongly realized at the
extremes. On a five-point scale, "individuals who rate their satisfaction level as '5' are
likely to become return customers and might even evangelize for the firm. (A second
important metric related to satisfaction is willingness to recommend. This metric is
defined as the percentage of surveyed customers who indicate that they would
recommend a brand to friends
When a customer is satisfied with a product, he or she might recommend it to friends,
relatives and colleagues. This can be a powerful marketing advantage.)
Individuals, who rate their satisfaction level as by contrast, are unlikely to return.
Further, they can hurt the firm by making negative comments about it to prospective
customers. Willingness to recommend is a key metric relating to customer satisfaction.

21

Construction
Organizations need to retain existing customers while targeting non-customers.
Measuring customer satisfaction provides an indication of how successful the
organization is at providing products and/or services to the marketplace.
Customer satisfaction is measured at the individual level, but it is almost always
reported at an aggregate level. It can be, and often is, measured along various
dimensions. A hotel, for example, might ask customers to rate their experience with its
front desk and check-in service, with the room, with the amenities in the room, with the
restaurants, and so on. Additionally, in a holistic sense, the hotel might ask about overall
satisfaction 'with your stay.
As research on consumption experiences grows, evidence suggests that consumers
purchase goods and services for a combination of two types of benefits: hedonic and
utilitarian. Hedonic benefits are associated with the sensory and experiential attributes
of the product.
Utilitarian benefits of a product are associated with the more instrumental and functional
attributes of the product. Customer satisfaction is an ambiguous and abstract concept
and the actual manifestation of the state of satisfaction will vary from person to person
and from product and service to product and service.

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation
of the state of satisfaction will vary from person to person and from product and service
to product and service.
Product/service, the state of satisfaction depends on a number of both psychological and
physical variables which correlate with satisfaction behaviours such as return and
recommend rate.
22

The level of satisfaction can also vary depending on other options the customer may
have and other products against which the customer can compare the organization's
products.
Work done by Parasuraman, Zeithaml and Berry. Leonard L between provides the basis
for the measurement of customer satisfaction with a service by using the gap between
the customer's expectation of performance and their perceived experience of
performance. This provides the measurer with a satisfaction "gap" which is objective
and quantitative in nature. Work done by Cronin and Taylor propose the
confirmation/disconfirmation theory of combining the gap described by Parasuraman,
Zeithaml and Berry as two different measures (perception and expectation of
performance) into a single measurement of performance according to expectation.
The usual measures of customer satisfaction involve a survey with a set of statements
using a Like Technique or scale. The customer is asked to evaluate each statement and
in term of their perception and expectation of performance of the organization being
measured. Their satisfaction is generally measured on a five-point scale.

It loaded most highly on satisfaction, had the highest item reliability, and had by far the
lowest error variance across both studies. In the study, the six items asked respondents
23

evaluation of their most recent experience with ATM services and ice cream restaurant,
along seven points within these six items:
A semantic differential (4 items) scale, was the second best performing measure, which
was again consistent across both contexts. In the study, respondents were asked to
evaluate
Regardless of the scale used, the objective is to measure customers perceived
satisfaction with their experience of a firms offerings. It is essential for firms to
effectively manage customer satisfaction. To be able do this, we need accurate
measurement of satisfaction.
It seems that dependent on a trade-off between length of the questionnaire and quality of
satisfaction measure, these scales seem to be good options for measuring customer
satisfaction in academic and applied studies research alike. All other measures tested
consistently performed worse than the top three measures, and/or their performance
varied significantly across the two service contexts in their study. These results suggest
that more careful pretesting would be prudent should these measures be user.

CUSTOMER PERCEIVED VALUE

The customer will buy from the firm that they see as offering the highest perceived
value. Customer perceived value (CPV) is the difference between the prospective
customers evaluation of all the benefits and all the cost of the offering and the
perceived alternatives. Total customer value is the perceived monitory value of the
24

bundle of economic, functional, and psychological benefits customer expect to incur

evaluating, obtaining, using and disposing of given market offering.

TOTAL CUSTOMER SATISFACTION

Whether the buyer is satisfied after purchase depends on the offers performance in
relation to the buyers expectations. In general, satisfaction is a persons feeling of
pleasure or disappointment resulting from comparing a product perceived performance
in relation to his or her expectations. If the performance falls short of expectation, the
customer is satisfied. If the performance exceeds expectations, the customer is highly
satisfied or delighted.
At a very low level of customer satisfaction customer is likely to abandon the company
and even bad mouth it At level 2 to 4, customer are fairly satisfied but still find it easy to
switch when a better offer comes along. At level 5, the customer is very likely to
repurchase and even spread good word of mouth about the company high satisfaction or
delight creates an emotional bond with the brand or company, not just a rational
performance.

25

CHAPTER5

RESEARCH METHODOLOGY

MEANING OF RESEARCH METHODOLOGY

Research Methodology - It is a way to systematically solve the research problem; to
may be understood as a science of studying how research is done scientifically. In it we
study various steps that are generally adopted by researcher in studying a researcher
problem along with the logic behind the methodology of research is a long and
26

comprehensive process
PROBLEM IDENTIFICATION
Problem Identification is the most important function in the market research
process because it have been rightly said that A correctly defined problem is half the
job done" because once the problem is defined correctly the researcher can directly
focus on the core issue and make his or her decisions accordingly.
RESEARCH OBJECTIVE
Once the need for research information has been clearly defined, the researcher must
specify the objectives of the proposed research and develop a specific list of information
needs. Research objectives answer the question "Why is this project being conducted?
To find out the current market scenario of the post-paid cards of Reliance.
In finding out the ways in which Reliance can introduce more customized
services to the customers.
To find how economical is the service, to the customer & whether he or she is
satisfied with their current respective service provider.
Research process
Planning the object
Collection of data
Organization of data
Presentation of organized data
Analysis of the Presented data
Interpretation of finding
27

 Forecasting of data

RESEARCH DESIGN
A research design is the detailed blue print used to guide a research study towards its
objective. It helps collect, measure and analysis of data.
* Type of Research
There are three type of research they are:1) Descriptive research: - Descriptive Research means research that is designed
primarily to describe rather than to explain a set of conditions, characteristics, or
attributes of people in a population, based on measurement of a sample.
2) Exploratory research: -Exploratory research is a type of research conducted for a
problem that has not been clearly defined. Exploratory research helps determine the best
research design, data collection method and selection of subjects. It should draw

definitive conclusions only with extreme caution.

3) Empirical research: - Empirical researches a way of gaining knowledge by means of
direct and indirect observation or experience.
The study undertaken is of "Descriptive Research in nature
* Nature of Research :There are 2 type of nature of research they are as follow:1) Qualitative Research: - It is concerned with qualitative phenomena i.e., phenomena
relating to or involving quality or kind.

28

2) Quantitative Research: -It is based on the measurement of quantity or amount. It

Is applicable to phenomena that can be expressed in terms of quantity.
The study under taken is of Quantitative in nature. It is structured, standardized,
question based interview.
* Research Instrument
Questionnaires: It is a set of question relevant to a particular research format.
*Type of Questionnaire
Structured Questionnaire: - Questions are listed in a pre-arranged order.
Non- Structured Questionnaire: - Questions are not structured, researcher is free to
ask question in any sequence.
The type of Questionnaire used during the study is Structured Questionnaires.
*Type of Analysis
The type of analysis carried out during the study is Statistical Analysis. Statistical
Analysis is done with the help of tabulation and graphical represent
SAMPLING DESIGN
Sampling is concerned with the selection of a subset of individuals from within a
statistical population to estimate characteristics of the whole population. The three main
advantages of sampling are that the cost is lower, data collection is faster, and since the
data set is smaller it is possible to ensure homogeneity and to improve the accuracy and
quality of the data.
Sampling Plan

29

A definite plan developed to obtain a sample from a given population is called sampling
plan. In this project we used Random sampling. In random sample all such subsets of
the frame are given an equal probability. Each element of the frame thus has an equal
probability of selection: the frame is not subdivided or partitioned
Sampling Unit
Individual Customers and Firms are the sample units of this study. It is to be deciding
before selecting the sample. In context, sampling unit was selected geographical
Sample Size
This involves figuring out how many samples one need.
The numbers of samples you need are affected by the following factors:
Project goals
How you plan to analyze your data
How variable your data are or are likely to be
How precisely you want to measure change or trend
The number of years over which you want to detect a trend
How many times a year you will sample each point
How much money and manpower you have
I have targeted 100 people in the age group above 21 years for the purpose of the
research. The target population influences the sample size. The target population
represents the Pune regions. The people were from different professional backgrounds
The details of our sample are explained in CHAPTER named primary research where
the divisions are explained in demographics section.
30

Sampling Method
The sampling method used for this project is non-probability sampling method because
in this method there is equal possibility of all the sampling units being selected &
included in the sample. Under this sampling method simple random sampling & area
sampling have been selected according to which Pune have been divided into various
areas & certain area have been selected
SOURCES OF DATA
PRIMARY SOURCES
Primary data is data that has not been previously published, i.e. the data is derived from
a new or original research study and collected at the source, e.g., in marketing, it
is information that is obtained directly from first-hand sources by means of surveys,
observation or experimentation. For this project we collect primary data from:

Direct personal interview.

Information from correspondent.

Schedule & questionnaires.

SECONDARY SOURCES
Secondary data is collected by someone other than the user. Secondary data is the data
that have been already collected by and readily available from other sources. Such data
are cheaper and more quickly obtainable than the primary data and also may be
available when primary data cannot be obtained at all. For this project we collect
secondary data from:

Brochures provided by marketing department.

31

Books of Marketing

Report of Company

Company Web site

CHAPTER 6
PROJECT WORK UNDERTAKEN

32

Project Work Undertaken

Route visit for Sales & Marketing:
I visited the routes with the Market Developer or Sales Executive or with the
Distributors vehicle where they supply the products. There I observed the display
norms for outlets in all route and each type of outlet.
Every morning I went to one corresponding route and observed all techniques of selling
products to consumers and also tried to know the mentality of the consumers.
Data Collection
Two types of data have been collected:
Primary Data
Secondary Data
Primary Data Collection:33

Here survey method of data collection is preferred which is very suitable to reach
the researchers objectives.
Research Instrument: Printed questionnaire was used as the research
instrument to collect the required information.
Area of Survey: The area given to me was Pune.
Secondary Data Collection:I have collected from various websites, Company records, and books. Any other kind of
secondary data has not been collected from the retailers
Sampling Plan
Sampling Unit: The

Laptop shop,

Mobile store, and was selected in thane

west.
Sample Size: For this study I have taken sample size of 100 outlets.
Sampling procedure: Simple Random Sampling procedure was followed.
Sampling Method: Data was collected by survey. They are directly contacted and
interviewed at their retail counter.
QUALITY POLICY
To ensure Customer delight, we commit to quality in our thoughts, deeds and actions by
continually improving our processes.Every time.
DISTRIBUTION NETWORK

34

well managed network of salesperson appointed for taking up the responsibility of

distribution of products to diverse parts of the cities. The distribution channels are
constructed in such a way that the demand of customers is fulfilled at the right place and
the right time when it is needed by them.
A typical distribution chain would be:
Production-- Mobile Store--Consumer
The customers of the Company are divided into different categories and different routes,
and every salesman is assigned to one particular route, which is to be followed by him
on a daily basis. A detailed and well organized distribution system contributes to the
efficiency of the salesmen. It also leads to low costs, higher sales and sales efficiency
thereby leading to higher profits to the firm.
DISTRIBUTION ROUTES
HCCBPL formulated various routes for distribution of products, which are as follows,

Key Accounts

The customers in this category collectively contribute a large chunk of the total sales of
the Company. It basically consists of organizations that buy large quantities of a product
in one single transaction. The Company provides goods to these customers on credit.

Future Consumption

35

This route consists of outlets of Reliance products, wherein a considerable amount of

stock is kept in order to use for future consumption. The stock does not exhaust within a
day or two, instead as and when required stocks are stacked up by them so as to avoid
shortage or non-availability of the product

Immediate Consumption

The outlets in this route are those which require stocks on a daily basis. The products are
consumed at a fast service.

Findings:
From the researcher found that, the customers were highly satisfied with the sales of
Reliance Pvt Ltd but there were few complaints regarding the services. It was also found
that Reliance Pvt Ltd is having a good image in the market. Most of the respondents
consider good company.
Suggestions:
The present is the era of customers. Customers are more knowledgeable than ever
before and because the customer is more knowledgeable, companies must be faster
in sales, more agile more creative than few years ago. So companies should prefer
to higher customer satisfaction through knowing their expectations regarding
products.
36

CAHAPTER 8

DATA ANALYSIS AND INTERPRETATIONS

37

The data collected for the study was primary as well as secondary. The report consists of
the analysis that is done on the basis of primary data collected from survey and
secondary data from the company reports.
The analysis has been presented in the form of tables and charts such that conclusion
can be drawn effectively and efficiently.

1) Which Type Of Service Are You Having?

Service

100%

Total

POST PAID

70%

70

PREPAID

30%

30

INTERPRETATION: Most of the people being interviewed on the basis of which type
of service prefers among post paid 70% reply that they will prefer post paid and
30%prefer prepaid service.
2) Indicate your level of satisfaction with respect to Price of reliance net connect+
38

Scale

100%

Total

Strongly Satisfied

26%

26

Satisfied

68%

68

Dissatisfied

6%

Strongly Dissatisfied

0%

INTERPRETATION: The above bar graph revealed that 68% of the customers are
strongly satisfied and 26% customers satisfied but 6% of customers are dissatisfied so
we can tell that most of the customers are satisfied with the price.
3) Indicate your level of satisfaction with respect to speed of reliance net connect+

Scale

100%

Total

Strongly Satisfied

40%

40

Satisfied

55%

55

Dissatisfied

5%

Strongly Dissatisfied

0%

39

INTERPRETATION: From the above chart it is observed that nearly 55% of

customers are satisfied with the speed and 40% of them are strongly satisfied, in
reliance Net connects speed is the main feature which attracted the customers very well.
There are no issues with the speed of the product.

4) Indicate your level of satisfaction with respect to billing system of reliance

communication for net connect+

Scale

Reliance

Others

Strongly Satisfied

15%

5%

Satisfied

33%

11%

Dissatisfied

17%

8%

Strongly Dissatisfied

5%

6%

40

INTERPRETATION: From the above chart it is been observed that 24% of customers
are dissatisfied with the billing system. This is because of the misunderstanding in the
billing system.
5) What is your Monthly Internet usage in G.B?
A) Up to 1 G.B

B) 1 G.B 3 G.B

C) 3 G.B 8 G.B

D) Above 8 G.B

Monthly Usage
100%
Customer

Up to 1 GB

of 13%

1 GB 3 GB

3 GB 8 GB

Above
8 GB

43%

34%

10%

41

INTERPRETATION: 13% of the customers are using up to 1 GB internet per month &
43% are using internet in between 1 GB to 3 GB per month. It also indicates 34%
customer usage is between 3 GB to 8 GB & remaining 10% usage is above 8 GB.

6) What kind of problem are you facing with your current service provider?
a) Coverage.

b) Billing System

c) Speed

d) after sales service

Problem
Faced

Coverage

100% of 40%
customer

Billing System

Speed

After
sales
service

28%

22%

10%

42

INTERPRETATION: The biggest problem faced by customer is coverage problem

which constitute for 40% of all respondent. Billing system constitutes 28%, speed 22%
& rest of customer constitute after sales service problem is 10%.

7) Indicate your level of satisfaction with respect to Service in timely Manner.

Scale

100%

Total

Strongly Satisfied

61%

61

Satisfied

35%

35

Dissatisfied

3%

Strongly Dissatisfied

1%

43

INTERPRETATION: From the above chart is revealed that 35% of customer is

satisfied with service in timely manner and 61% strongly satisfied. Most of the
customers dont have any problems with the service with regards to punctuality

8) Rate your level of satisfaction towards the service provider {Dealer} of reliance
net connect+
a) Strongly satisfied

b) Satisfied

c) Dissatisfied

d) Strongly Dissatisfied

Scale

100%

Total

EXCELLENT

3%

VERY GOOD

15%

15

44

GOOD

35%

35

AVERAGE

45%

45

BELOW AVERAGE

2%

INTERPRETATION: It can be observed from the above that Reliance Net

Connect offers a very high speed internet connection and a very high number of
Internet users find it very useful.

Q9) Would you like to continue with Reliance net connect+ in future?

A) Yes

Subscribe
Reliance

B) No

to Yes

100% of customer

No

35%

65%
45

INTERPRETATION: Only 35% customer wishes to subscribe to Reliance Net

connect+, remaining 65% customer are not interested in switching

46

Q10) Are you aware about telecommunications services?.

a)Yes
b)No

INTERPRETATION: 95% of the respondents are aware about telecommunications

services while 5% are not aware.

47

CHAPTER 9

FINDINGS

FINDINGS

A survey was done to study the market to gather data on attitudes of consumers,
impression of the product in the market, opininon of the consumers and their respective
satisfaction level about the product.
48

From the survey of Reliance Net Connect the following impressions can be made.

It can be concluded that 70% of consumers of Reliance Net Connect fall in the
category of Post Paid.
It can be observed that a very high number of consumers are statisfied with the
price offered by Relaince Net Connect.
The internet speed provided by Relaince Net Connect seems to be very hughly
appreciated by the consumers.
13% of the customers are using up to 1 GB internet per month & 43% are using
internet in between 1 GB to 3 GB per month. Also 34% customer usage is
between 3 GB to 8 GB & remaining 10% usage is above 8 GB.
The customer serivce department is one of the very efficinet Departments of
Reliance Net Connect. Customer queires and issues are solved in a very prompt
and efficient manner.

49

CHAPTER 10

SUGGESTIONS

50

SUGGESTIONS

There is huge need of advertising in the local market..

It is most important to identify the customer expectation and meet him
consistently the customer were dealing to share their buying opinion about price
of the product. And company have to maintain it.
Reliance net connect is the market leader in the net speed. and company have to
provide it regularly in the future.
Company have to provide their services to customer as per the customer
requirement by various net plans offer.
The company should increase the interaction with customers as it plays a crucial
role in customer satisfaction.
Company should segment the market according to the geographical area &
businesses so that they can target the market in more effective way.

51

CHAPTER 11
LIMITATIONS

52

LIMITATIONS

The customers were not willing to be contacted; they were not willing to spare
time to answer the questionnaires.
There is a Geographical limitation for study which is only Pune city.
The duration of time isles that is only 2 month.
The study is done only for post paid customers so its not possible to extrapolate
the results for other product consideration.
The research is done for the wireless technology with reference to Reliance
Communication so its not allowed to understand other allied services.
Entry Barriers too many firms or Housing societies.

53

CHAPTER 12
CONCLUSION

CONCLUSION:
54

In conclusion I would like to say that Reliance Telecommunication service provider

have big potentiality in market growth in Pune (M.H).
The reason is that Pune is one of the developed city in the country. The size and style
of Pune with its leading light and host of other important industry and research
establishment have given the place national and international status. About thousand of
small industries are already set up and more of small industries are looking for
investment in this area .So it is clear that the market size of telecom sector is rapidly
growing up.
Every company has the same opportunity to increase the sale of their product and
capture the maximum market share. Reliance communication has number of opportunity
to grab the market share of Pune. Firstly Reliance communication as a brand name is
well known among the customers .Secondly they give unlimited GPRS service with post
paid connection to which the customers get attracted to most. But from the survey we
found that around 70% are not satisfied with the connection. So Reliance
Communication should know the problem of those customers and also take some
remedial measure to attract these customers .Since in Pune others network of service
are very strong. Reliance Communication should design better & innovative strategies
Reliance Communication should also take care of every step of their competitor since
They too are trying hard to maximize their sales. In Pune all telecom companies are
Engaged in cut throat competition to sell their post paid connection

55

CHAPTER 13
BIBLIOGRAPHY

56

Bibliography:
A) Philip Kotler, Marketing Management
B) S.A. Sherlekar, :Marketing Management

Webilography:

Websites name

Surfing date

www.rcom.co.in

30/08/2013

www.wikipedia.com

31/08/2013

www.customersatisfaction.com

01/09/2013

57

CHAPTER 13
Appendix
QUESTIONNAIRE FORMAT
GLOSSARY OF TERMS

QUESTIONNARE
Name: ___________________________________________
Address: ________________

Mobile No: ________________

58

Q.1) Which Type Of Service Are You Having?

a) Post Paid
b) Pre Paid

Q.2) Indicate your level of satisfaction with respect to Price of reliance net
connect+
a) Strongly Satisfied
b) Satisfied
c) Dissatisfied
d) Strongly Dissatisfies

Q.3) Indicate your level of satisfaction with respect to speed of reliance

connect+

Net

a) Strongly Satisfied
b) Satisfied
c) Dissatisfied
d) Strongly Dissatisfied
Q.4) Indicate your level of satisfaction with respect to billing system of Reliance
communication for Net connect+
a) Strongly Satisfied
b) Satisfied
59

c) Dissatisfied
d) Strongly Dissatisfied

Q.5) What is your Monthly Internet usage in G.B?

a) Up to 1G.B
b) 1G.B 3G.B
c) 3G.B 8G.B
d) Above 8G.B

Q.6) What kind of problem are you facing with your current service provider?
a) Coverage.
b) Billing System
c) Speed
d) After sales service
Q.7) Indicate your level of satisfaction with respect to Service in timely Manner
a) Strongly Satisfied
b) Satisfied
c) Dissatisfied
d) Strongly Dissatisfy
Q.8) Rate your level of satisfaction towards the service provider {Dealer} of
Reliance net connect+
a) Strongly Satisfied
b) Satisfied
c) Dissatisfied
60

d) Strongly Dissatisfied

Q.9) Would you like to continue with reliance Net connect+ in future?
a) Yes
b) No

Q10) Are you aware about telecommunications services?

a) Yes
b) No

Date:__/__/____

Signature__________

61