A

Project Report on Customer Satisfaction of Reliance

Communication (Post-Paid Holders)

1
 Prepared by – Lalitsingh Jodha

 Academic year-- 2009-2011

 Program – PGPM
 Unitedworld School of Business (Ahmedabad)
 Enrolment number – 030101101

Submitted to

Pro. Hemanshu Vaidya

United World School of Business
Ahmedabad

2
SR. NO PARTICULAR PAGE NUMBER

1 Executive Summary 5

2 Scope Of The Study 6

3 Objectives Of The Study 7

4 Industry Profile 8

5 Growth In Segments 11

6 Value-Added Services Market 14

A Dream Come True
7 15

8 Vision 18

9 Chairman's Profile 20

10 Awards And Achievements 22

Corporate Governance
11 23
Research Design
12 24
Sample Plan
13 25

14 Market Survey By Collected Information 26

15 Recommendations 42

16 Conclusion 44

17 Bibliography 45

3
 ACKNOWLEDGEMENT

I would like to express my sincere thanks to all those instrumental in this project Work.

First of all, I would to thank Prof. Himanshu Vaidya of Unitedworld School of Business for

giving me this opportunity to do this project and learn from it. I am thankful to Reliance

Communication Ltd for giving me helpful information to complete this project (Research).

My heart full thanks to the whole staff and customers (Corporate) of Reliance

Communication Ltd, who gave me continuous support in every possible manner to gain practical

knowledge in Industry.

Finally I would like thank all lecturers, friends and my family for the kind of support and

to all who directly or indirectly helped me in preparing this project report and special thanks to

website- www.rcom.co.in.

4
 Executive Summary

The project I chose is a study on customer awareness and satisfaction for reliance post

paid products. The awareness level is the basic requirement for a company to sell its products in

the market because if the customers are not aware of the products, there would be no sale. Along

with the awareness, the company have to keep a regular check on the satisfaction level of its

customers to retain them. The survey helps to find out the hurdle in the area of service

being offered by the company. Identifying those areas would help the company to

minimize them and then they can go for increasing customers.

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 SCOPE OF THE STUDY

The scope of the study is limited to the post paid services offered by Reliance

Communications. Study objective is to examine the various factors which play their part

in customer buying behavior and the major dissatisfaction areas for the customers. The

study considered the urban area of Ahmedabad, basically Maninagar and Shaibaag city.

The sample under consideration consisted of the existing customers of Reliance

Communications.

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 OBJECTIVES OF THE STUDY

The following are the objectives of the study.

1. To study the problems faced by the respondents with Reliance Postpaid service.

2. To study customer satisfaction level on Reliance services.

3. To find out consumer preferences.

4. To analyze the level of awareness about Reliance products.

5. To make suggestions in the light of the findings of the study.

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 INDUSTRY PROFILE

The Indian telecommunications industry is one of the fastest growing in the world and

India is the second largest telecom market globally in 2010.

India added 113.26 million new customers in 2008, the largest globally. In fact, in April

2008, India had already overtaken the US as the second largest wireless market. To put

this growth into perspective, the country’s cellular base witnessed close to 50 per cent

growth in 2008, with an average 9.5 million customers added every month. According to

the Telecom Regulatory Authority of India (TRAI), the total number of telephone

connections (mobile as well as fixed) had touched 385 million as of December 2008,

taking the telecom penetration to over 33 per cent. This means that one out of every three

Indians has a telephone connection, and telecom companies expect this pace of growth to

continue in 2009 as well. "We are extremely bullish that the growth will continue in

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2009. This year, the number of additions will be in excess of 130 million," according to

T.V. Ramachandran , Director General, Cellular Operators Association of India (COAI),

an industry body that represents all Global System for Mobile communications (GSM)

players in India. According to CRISIL Research estimates, eight infrastructure sectors,

which include the telecom sector, are expected to draw more than US$ 345.28 billion

investment in India by 2012.

With the rural India growth story unfolding, the telecom sector is likely to see

tremendous growth in India's rural and semi-urban areas in the years to come. By 2012,

India is likely to have 200 million rural telecom connections at a penetration rate of 25

percent. And according to a report jointly released by Confederation of Indian Industry

(CII) and Ernst & Young, by 2012, rural users will account for over 60 per cent of the

total telecom subscriber base.

According to Business Monitor International, India is currently adding 8-10 million

mobile subscribers every month. It is estimated that by mid 2012, around half

the country's population will own a mobile phone. This would translate into 612 million

mobile subscribers, accounting for a tele-density of around 51 per cent by 2012

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 was possible 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

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de-licensing resulted in fast growth of this sector. At present the country's teleco

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. 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 extend 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, Bharti Teleservices, Hutchison 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 Players and the Private

Players are putting in their resources and efforts to improve the telecommunication

technology so as to give the maximum to their customers.

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 GROWTH IN SEGMENTS

According to a Frost & Sullivan industry analyst, by 2012, fixed line revenues are

expected to touch US$ 12.2 billion while mobile revenues will reach US$ 39.8 billion in

India. Fixed line capex is projected to be US$ 3.2 billion, and mobile capex is likely to

touch US$ 9.4 billion.

Further, according to a report by Gartner Inc., India is likely to remain the world's second

largest wireless market after China in terms of mobile connections. According to recent

data released by the COAI, Indian telecom operators added a total of 10.66 million

wireless subscribers in December 2008. Further, the total wireless subscriber base stood

at 346.89 million at the end of December 2008.

The overall cellular services revenue in India is projected to grow at a CAGR of 18 per

cent from 2008-2012 to exceed US$ 37 billion.

The Indian telecommunications industry is on a growth trajectory with the GSM

operators adding a record 9.3 million new subscribers in January 2009, taking the total

user base to 267.5 million, according to the data released by COAI. However, this figure

11
does not include the number of subscribers added by Reliance Telecom.
The thrust areas presently are:

1. Building a modern and efficient infrastructure ensuring greater competitive

environment.

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 management

5. To accelerate broadband penetration

6. Universal service to all uncovered areas including rural areas.

7. Enabling Indian telecom companies to become global players.

12
Recent things to watch 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 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.

13
 VALUE-ADDED SERVICES MARKET

A report by market research firm IMRB stated that the mobile value-added services

(MVAS) industry was valued at US$ 1.15 billion in June 2008.

Currently, MVAS in India accounts for 18 per cent of the operator's revenue.

According to a study by Stanford University and consulting firm BDA, the Indian MVAS is

US$ 2.74 billion in 2010.

Mobile advertising, which is an important VAS segment, offers great potential to become

an important revenue source. Marketers are increasingly using MVAS as a step ahead of

SMS-based marketing to sell soaps and shampoos, banking, insurance products and also

entertainment services, and rural markets are proving to be very receptive for such

marketing.

Further, Venture Capitalists like Canaan Partners, Draper Fisher Juvertson, Helion, and

Nexus India are also innovating with services like mobile payment options, advertising,

voice-based SMS and satellite video streaming.

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 A DREAM COME TRUE

The Late Dhirubhai Ambani dreamt of a digital India — an India where the common man

would have access to affordable means of information and communication. Dhirubhai,

who single-handedly built India’s largest private sector company virtually from scratch,

had stated as early as 1999: “Make the tools of information and communication available

to people at an affordable cost. They will overcome the handicaps of illiteracy and lack of

mobility.”

It was with this belief in mind that Reliance Communications (formerly Reliance

Infoco ) started laying 60,000 route kilometers of a pan-India fiber optic backbone.

This backbone was commissioned on 28 December 2002, the auspicious occasion of

Dhirubhai’s 70th birthday, though sadly after his unexpected demise on 6 July 2002.

Reliance Communications has a reliable, high-capacity, integrated (both wireless and

wireline) and convergent (voice, data and video) digital network. It is capable of

delivering a range of services spanning the entire infoco (information and

15
communication) value chain, including infrastructure and services — for enterprises as

well as individuals, applications, and consulting.

Today, Reliance Communications is revolutionizing the way India communicates and

networks, truly bringing about a new way of life.

About Dhirubhai Ambani

Few men in history have made as dramatic a contribution to their country’s economic

fortunes as did the founder of Reliance, Dhirubhai H Ambani. Fewer still have left

behind a legacy that is more enduring and timeless.

As with all great pioneers, there is more than one unique way of describing the true

genius of Dhirubhai: The corporate visionary, the unmatched strategist, the proud patriot,

the leader of men, the architect of India’s capital markets, the champion of shareholder

interest. But the role Dhirubhai cherished most was perhaps that of India’s greatest

wealth creator. In one lifetime, he built, starting from the proverbial scratch, India’s

largest private sector enterprise.

When Dhirubhai embarked on his first business venture, he had a seed capital of barely

US$ 300 (around Rs 14,000). Over the next three and a half decades, he converted this

fledgling enterprise into a Rs 60,000 crore colossus—an achievement which earned

Reliance a place on the global Fortune 500 list, the first ever Indian private company to

do so.

Dhirubhai is widely regarded as the father of India’s capital markets. In 1977, when

Reliance Textile Industries Limited first went public, the Indian stock market was a place

patronized by a small club of elite investors which dabbled in a handful of stocks.

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Undaunted, Dhirubhai managed to convince a large number of first-time retail investors

to participate in the unfolding Reliance story and put their hard-earned money in the

Reliance Textile IPO, promising them, in exchange for their trust, substantial return on

their investments. It was to be the start of one of great stories of mutual respect and

reciprocal gain in the Indian markets.

Under Dhirubhai’s extraordinary vision and leadership, Reliance scripted one of the

greatest growth stories in corporate history anywhere in the world, and went on to

become India’s largest private sector enterprise.

Through out this amazing journey, Dhirubhai always kept the interests of the ordinary

shareholder uppermost in mind, in the process making millionaires out of many of the

initial investors in the Reliance stock, and creating one of the world’s largest shareholder

families.

17
 VISION

“We will leverage our strengths to execute complex global-scale projects to facilitate

leading-edge information and communication services affordable to all individual

consumers and businesses in India.

We will offer unparalleled value to create customer delight and enhance

business

productivity.

We will also generate value for our capabilities beyond Indian borders and
enable

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

INDIA’S LEADING INTEGRATED TELECOM COMPANY

Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group

(ADAG) of companies. Listed on the National Stock Exchange and the Bombay Stock

Exchange, it is India’s leading integrated telecommunication company with over 77

million customers.

Our business encompasses a complete range of telecom services covering mobile and

fixed line telephony. It includes broadband, national and international long distance

services and data services along with an exhaustive range of value-added services and

applications. Our constant endeavor is to achieve customer delight by enhancing the

productivity of the enterprises and individuals we serve.

Reliance Mobile (formerly Reliance India Mobile), launched on 28 December 2002,

coinciding with the joyous occasion of the late Dhirubhai Ambani’s 70th birthday, was

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among the initial initiatives of Reliance Communications. It marked the auspicious

beginning of Dhirubhai’s dream of ushering in a digital revolution in India. Today, we

can proudly claim that we were instrumental in harnessing the true power of information

and communication, by bestowing it in the hands of the common man at affordable rates.

We endeavor to further extend our efforts beyond the traditional value chain by

developing and deploying complete telecom solutions for the entire spectrum of society.

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 CHAIRMAN'S PROFILE

Anil D. Ambani

Regarded as one of the foremost corporate leaders of contemporary India, Shri Anil D.

Ambani,48, is the chairman of all the listed companies of the Reliance ADA Group,

namely Reliance Communications, Reliance Capital, Reliance Energy and Reliance

Natural Resources limited.

He is also Chairman of the Board of Governors of Dhirubhai Ambani Institute of

Information and Communication Technology, Gandhi Nagar, Gujarat.

Till recently, he also held the post of Vice Chairman and Managing Director of Reliance

Industries Limited (RIL), India’s largest private sector enterprise.

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Anil D Ambani joined Reliance in 1983 as Co-Chief Executive Officer, and was centrally

involved in every aspect of the company’s management over the next 22 years. He is

credited with having pioneered a number of path-breaking financial innovations in the

Indian capital markets. He spearheaded the country’s first forays into the overseas capital

markets with international public offerings of global depositary receipts, convertibles and

bonds. Starting in 1991, he directed Reliance Industries in its efforts to raise over US$ 2

billion. He also steered the 100-year Yankee bond issue for the company in January 1997.

He is a member of:

• Wharton Board of Overseers, The Wharton School, USA

• Central Advisory Committee, Central Electricity Regulatory Commission

• Board of Governors, Indian Institute of Management, Ahmedabad

• Board of Governors Indian Institute of Technology, Kanpur

In June 2004, he was elected for a six-year term as an independent member of the Rajya

Sabha, Upper House of India’s Parliament a position he chose to resign voluntarily on

March 25, 2006.

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 Awards and Achievements:

• Conferred the ‘CEO of the Year 2004’ in the Platts Global Energy Awards

• Rated as one of ‘India’s Most Admired CEOs’ for the sixth consecutive year in

the Business Barons – TNS Mode opinion poll, 2004

• Conferred ‘The Entrepreneur of the Decade Award’ by the Bombay Management

Association, October 2002

• Awarded the First Wharton Indian Alumni Award by the Wharton India

Economic Forum (WIEF) in recognition of his contribution to the establishment

of Reliance as a global leader in many of its business areas, December 2001

• Selected by Asiaweek magazine for its list of ‘Leaders of the Millennium in

Business and Finance’ and was introduced as the only ‘new hero’ in Business and

Finance from India, June 1999.

22
 CORPORATE GOVERNANCE

Organizations, like individuals, depend for their survival, sustenance and growth on the

support and goodwill of the communities of which they are an integral part, and must pay

back this generosity in every way they can…

This ethical standpoint, derived from the vision of our founder, lies at the heart of the

CSR philosophy of the Reliance – ADA Group.

While we strongly believe that our primary obligation or duty as corporate entities is to

our shareholders – we are just as mindful of the fact that this imperative does not exist in

isolation; it is part of a much larger compact which we have with our entire body of

stakeholders: From employees, customers and vendors to business partners, eco-system,

local communities, and society at large.

We evaluate and assess each critical business decision or choice from the point of view of

diverse stakeholder interest, driven by the need to minimize risk and to pro-actively

address long-term social, economic and environmental costs and concerns.

For us, being socially responsible is not an occasional act of charity or that one-time

token financial contribution to the local school, hospital or environmental NGO. It is an

ongoing year-round commitment, which is integrated into the very core of our business

objectives and strategy.

Because we believe that there is no contradiction between doing well and doing right.

Indeed, doing right is a necessary condition for doing well.

23
 RESEARCH DESIGN

The primary data will collect through survey method. Survey method is undertaken to

find the customer satisfaction and opinion. A survey will conduct among the people of

Ahmedabad City by the help of well structured questionnaire. The population for the study

consists of people who are using reliance postpaid connection in Ahmedabad City.

The sampling unit for the study is 100, which includes the cell phone, fixed wireless

phones and internet users in Ahmedabad City. The sampling size includes male and female

users from different , age and area like Maninagar and Shaibaag. The sampling size is restricted

to 100 because of the time constrains.

24
 SAMPLE PLAN

Area Number Age Gender

Maninagar 1 to 10 15 to 20 Male-7, Female-3
11 to 35 21 to 35 Male-20, Female-5
36 to 50 36 and above Male-10, Female-5
Shaibaag 1 to 10 15 to 20 Male-7, Female-3
11 to 35 21 to 35 Male-20, Female-5
36 to 50 36 and above Male-10, Female-5

25
 Market survey by Collected Information

Phone/Internet is used for following purpose:

Personal Business
28% 30%

Offical
42%

Above Pie chart Shows that people are using Phone and Internet for

28% are using for personal use

30% are using for business use

42% are using for official use.

26
 Q1. Which of the following Reliance post paid products are you aware of?

Reliance India Mobile (RIM Post Paid)

15%

Fixed Wireless Phone (FWP)

10%

Broadband
RIM & HSDC 8%
63%

High Speed Data Card (HSDC)

4%

63% customers are aware of RIM Post Paid & HSDC,

15% customers are only aware of RIM Post Paid

10% customers are only aware of FWP

8% customers are only aware of Broadband service

4% customers are only aware of HSDC

27
Q2. How did you come to know about the products?

Television
25%

Television & Friends and Existing Users

45%

Print
17%

Sales Executives
1%
Friends and Existing Users
12%

45% customers come to know about products from TV, Friends & Existing Users

25% customers are only aware about products from Television

17% customers are only aware about products from Print

12% customers are only aware about products from Friends and Existing Users

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Q3. Which of the following products are you using?

Reliance India Mobile (RIM Post Paid) & HSDC

16%

Reliance India Mobile (RIM Post Paid

44%

High Speed Data Card (HSDC)

30%

Broadband Fixed Wireless Phone (FWP)

8% 2%

44% customers are using RIM Post Paid

30% customers are using HSDC

16% customers are using above both products

8% customers are using normal broadband

2% customers are using FWP

29
Q4. Are you satisfied with the service provided by the subscriber?

Not Satisfied
22% Fully Satisfied
25%

Partially Satisfied
53%

25% customers are Fully Satisfied with the service provider

53% customers are Partially Satisfied with the service provider

22% customers are Not Satisfied with the service provider

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Q5. If your response to the above is partially satisfied or not satisfied, then what are
the reasons for your dissatisfaction?

Poor Quality of Signals/Network

7%
Poor Voice Quality & Billing Errors Poor Voice Quality
23% 9%
Higher Cost
13%

Billing Errors Slow Speed

Poor Voice Quality & Higher Cost 20% 3%
18%

Poor Customer Care Service

7%

From question 4, 75% customers are partially & not satisfied with the operator so above are the areas of
Dissatisfaction.

7%customers have a problem with poor customer care service

20%customers have a problem with Billing Errors

23%customers have a problem with High Cost

9%customers have a problem with Poor voice quality

3%customers have a problem with slow speed

18%customers have a problem with speed Poor Voice Quality & Higher Cost

23%customers have a problem with Poor Voice Quality & Billing Errors

7%customers have a problem with Poor Quality of Signals/Network

31
Q6. When a sales executive interacts with you, which of the following products does he
frequently tells about?

Reliance India Mobile (RIM Post Paid)

20%

Fixed Wireless Phone (FWP)

4%

Reliance India Mobile (RIM Post Paid) & High Speed Data Card (HSDC)
58%
High Speed Data Card (HSDC)
18%

32
Q7. What channel would you prefer to buy a telecom/internet service?
Online Home Delivery
1% 2%

Reliance Mobile Store

97%

97% customers preferring to buy a telecom/internet service from Reliance Mobile Store

33
Q8. Which of the following service you look before choosing the product.

100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
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34
Q9. If Price and mobility is not a concern, which of the following would you prefer to buy?

Land Line Phone

2%
Mobile based on GSM Technology & Mobile based
Fixed on CDMA Technology
20%Wireless Phone
8%

Mobile based on GSM Technology

39%
Mobile based on CDMA Technology
31%

35
Q10. Would you like to recommend reliance services to others?

No
22%

Yes
78%

36
11). Rating the following services on the basis of your satisfaction.

100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

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37
 QUESTIONNAIRE

PERSONAL DETAILS

1) Name: ……………………..
2) Age: ……………………….
3) Gender: M[ ], F[ ]
4) Contact Number: ………………….
5) Area Maninagar [ ] Shaibaag [ ]
5) Phone/Internet is used for following purpose:
a) Business [ ]
b) Official [ ]
c) Personal [ ]

Q1. Which of the following Reliance post paid products are you aware of?
1). Reliance India Mobile (RIM Post Paid) [ ]
2). Fixed Wireless Phone (FWP) [ ]
3). Broadband [ ]
4). High Speed Data Card (HSDC) [ ]

Q2. How did you come to know about the products?

1). Television [ ]
2). Print [ ]
3). Sales Executives [ ]
4). Friends and Existing Users [ ]
5). Other (Please Specify) ………………………………………

Q3. Which of the following products are you using?

1). Reliance India Mobile (RIM Post Paid) [ ]
2). Fixed Wireless Phone (FWP) [ ]
3). Broadband [ ]
4). High Speed Data Card (HSDC) [ ]

38
Q4. Are you satisfied with the service provided by the subscriber?
1). Fully Satisfied [ ]
2). Partially Satisfied [ ]
3). Not Satisfied [ ]

Q5. If your response to the above is partially satisfied or not satisfied, then what are
the reasons for your dissatisfaction?
1). Poor Quality of Signals/Network [ ]
2). Poor Voice Quality [ ]
3). Higher Cost [ ]
4). Slow Speed [ ]
5). Billing Errors [ ]
6). Poor Customer Care Service [ ]
7). Any Other (Please Specify) …………………………………

Q6. When a sales executive interacts with you, which of the following products does he
frequently tells about?
1). Reliance India Mobile (RIM Post Paid) [ ]
2). Fixed Wireless Phone (FWP) [ ]
3). High Speed Data Card (HSDC) [ ]

Q7. What channel would you prefer to buy a telecom/internet service?

1). Home Delivery [ ]
2). Reliance Mobile Store [ ]
3). Online [ ]

39
Q8. Which of the following service you look before choosing the product.
[Please rank ]
1 for High
2 for Average
3 for Low
1). Price [ ]
2). Connectivity [ ]
3). Speed [ ]
4). Value Added Services [ ]
5). After Sales Service [ ]
6). Any Other (Please Specify) ……………………………..

Q9. If Price and mobility is not a concern, which of the following would you prefer to buy?
1). Land Line Phone [ ]
2). Fixed Wireless Phone [ ]
3). Mobile based on GSM Technology [ ]
4). Mobile based on CDMA Technology [ ]

Q10. Would you like to recommend reliance services to others?

1). Yes [ ]
2). No [ ]

40
11). Rate the following services on the basis of your satisfaction.

Services Excellent Very Good Good Average Poor

Network
SMS Rates

New
Schemes &
Offers

Internet
Speed

Cost

Customer
Care

Recharge
Outlets

Call Rates

Value
Added
Services

12). Suggestions (If Any):

…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………

41
 FINDINGS AND RECOMMENDATIONS:

 The company should emphasize more on the spreading the awareness for their products
because the level of awareness of their FWP and Broadband is very low.

 The RIM post paid has seen a major decline in its users because of the tough competition
given by the prepaid services. Hence the company should now focus more on the internet
services as there is a huge market for them to cover.

 Around 3/4rd of the people are dissatisfied and majority of them reasons are poor
customer care service, billing errors and higher cost. So the company should train their
employees properly so that they have sufficient knowledge about the products and the
bills should be made more transparent so that the customerscould easily understand
them.

 The sales executives are not properly trained as they could not explain the schemes
properly so they just try to tell to the customer about their RIM post paid service and not
about other services. This is the main reason for the lack in sales of their internet
services.

 A majority of the customers look for the price and after sales services before choosing
the products. So the company should plan accordingly to increase their sales.

 As seen from the survey results, 39 of the population prefer to buy a mobile based on
GSM technology. So the newly launched GSM based mobile phones should be promoted
accordingly.

 Half of the population interviewed rated either average or poor for the network. So
network can be improved by planting more towers in different parts of the city where the
company does not have the signals.

42
 More than 3/4th of the population does not like the new schemes and offers introduced
by the company. So a proper survey should be conducted and more attractive and useful
schemes must be introduced.

 The cost of the products is too high for the customer to buy them. Moreover the major
problem is that several packs are activated without any prior intimation and their price is
included in the bills later, which is the major reason for dissatisfaction.

 Many people gave average or poor ratings to the customer care and said that their
complaints are either not heard or they are dealt very late. The company should
emphasize more on reducing the call rates and introducing attractive value added
services which would help them improve their sales.

43
 CONCLUSION:

As there is a healthy competition given by the existing players in the industry, lack or

degradation in any of the services may affect the company badly. With the excellent rural

awareness and rural market share in telecom services, the company should also try to

boost up their urban market share. This could only be done with the help of a team of

properly trained and dedicated employees. Moreover there is a huge market for the

internet sector which can be captured by giving the customer, the services according to

their needs.

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 BIBLIOGRAPHY

http://www.indiaonestop.com/fdi-telecom..htm

http://www.trai.gov.in/Default.asp

http://www.rcom.co.in/webapp/Communications/rcom/index.jsp

http://trak.in/Tags/Business/category/telecommunication/

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