A Project Report On

A COMPARATIVE STUDY ON CUSTOMER SATISFACTION LEVEL OF AIRTEL & OTHER OPERATORS

SUBMITTED TOWARDS THE PARTIAL FULFILLMENT OF THE REQUIREMENT THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION

SUBMITTED TO: DR. RAHUL PROJECT GUIDE

SUBMITTED BY: SUDEEP KUMAR ROLL NO: - 0719170054 MBA IIIRD SEM

INVERTIS INSTITUTE OF ENGINEERING & TECHNOLOGY BAREILLY 2007-09

TABLE OF CONTENTS

1. INTRODUCTION 1.1.TELECOM INDIA 1.2.AIRTEL 1.3.BSNL 1.4.IDEA 2. RESEARCH OBJECTIVE 3. RESEARCH METHODOLOGY 4. DATA PRESENTATION &ANALYSIS 5. FINDINGS 6. SUGGESTION 7. LIMITATIONS 8. CONCLUSIONS 9. BIBLIOGRAPHY 10.ANNEXURE

PREFACE

The preparation of this report provides you great pleasure in releasing our work and market experience in few pages which shows over all result and experienced knowledge and the practical approach about the style of a professional and think which we found various effecting to our marketing and product image. The research termed as A COMPARATIVE STUDY ON CUSTOMER SATISFECTION LEVEL OF AIRTEL AND OTHER OPERATORS IN JAMMU REGION Has made an effort to find out the issues concerning with the Airtel and other telecommunication services.

ACKNOWLEDGEMENT
I am a management student with foundations of management principles and theories, who is curious about various sectors and its latest happenings. I am highly indebted and express my special Thanks to my project guide mr. Ashwani for his invaluable support; guidance and knowledge that he shared with me thereby aiding me in making this project as successful research. Definitely, I cant ignore the technology, with Internet as the backbone and those search engines which helped me in building up this research project. Lastly, I would like to thank the Invertis and my parents for their moral and financial support and my colleagues with whom I shared my day-to-day experience and received lots off suggestions that improved my work quality.

DECLARATION
I RAMAN JASROTIA student of Master Of Business Administration, Arni School Of Business Management, hereby declare that all the facts, figures and information in the report are based on my individual observation and work experience related to project entitled A Comparative Study On Customer Satisfaction Level Of Airetel And Other Opertors In Jammu Region

This project is my original work and it has not been presented earlier in this manner. This information is purely for academic interest.

Date.. Place. (RAMAN JASROTIA)

INTRODUCTION Telecom. India

India is the most competitive market in the world and boom in telecom has completely changed the Tele industry scene scenario in India. Both technologies have been quite successful in increasing the mobile usage in the country and will likely to continue so in the near future.The mobile industry of India believes the market still offers lot of opportunity for both GSM and CDMA techniques while the service providers have been launching various plans to customers. Cellular operators are also providing many exciting features to increase there customers base like hello tunes, ring tones ,mms, GPRS, call forwarding , call waiting ,voice mail missed call in formations, call conferencing contents free offers recharge voucher discounts, life time validity double voucher validity, favorites numbers, right talk. It is still a big question as to which of to the technologies will lead eventually. This was less than five years after the invention of the commissioning of a 50 line manual telephone exchange in 1882 in Kolkata. This was less than five years after the invention of the telephone by Alexander Graham Bell. India had approx. 82,000 telephone connections at the time of independence (1947) and by 1984 the number of connections had slowly risen to 3.05 million. India's telecom network was notoriously unreliable and only available to a small section of households along with the corporate sector. The telecom sector was a government monopoly until 1994 when liberalization gradually took place. Cellular service was launched in November 1995 in Kolkata.

History of Cellular Telephony in India

1992 Telecommunication sector in India liberalized to bridge the gap through government spending & to provide additional resources for the nations telecom target. Private sector allowed participating

1993 The telecom industry gets an annual foreign investment Rs 20.6 million

1994 License for providing cellular mobile services granted by the government of India for the Metropolitan cites of Delhi, Mumbai, Kolkata & Chennai. Cellular mobile service to be duopoly (i.e. not more than two cellular mobile operators could be licensed in each telecom circle), under a fixed license fee regime for 10 years.

1997 Telecom Regulatory Authority of India is set up

1998 Annual foreign investment in telecom stands at Rs 17,756.4 million.

1999 FDI inflow into telecom sector falls by almost 90% to Rs. 2126.7 million

1999 Tariff rebalancing exercise gets initiated

1999(March) National Telecom Policy is announced.

2000(June) FDI inflow drops further down to Rs 918 million coming

2000 (January) Amendment of TRAI Act.

GSM & CDMA comparison

GSM and CDMA are two different modulation standards. GSM is used primarily in Europe and CDMA in the US. GSM uses a system called TDMA to differentiate between different mobile calls, TDMA means Time Division Multiple Access. CDMA is a much more complex system which uses digital codes to differentiate between the different mobile calls. CDMA stands for Code Divison Multiple Access. Mobiles

designed for CDMA and mobiles designed for GSM look very similar, even the construction looks the same, infact most modern mobiles can operate using either system so that they can be used around the world. The world of wireless communication has opened up new vistas of technology and a number of dedicated attempts to enhance the existent systems. Each system is unique in its approach and the competition simply lies in the accessibility and facilities enabled. The sphere of mobile communication is synonymous with the GSM and CDMA communication systems, worldwide. The services are not contained or Restricted and are accessible anywhere To understand the main difference between GSM and CDMA communication systems, it is essential to understand that while the former is a universal concept, the latter has emerged out of a proprietary effort. GSM or the Global System for Mobile communication is an international organization established in 1987, to develop and enhance wireless communication, worldwide. CDMA or Code Division Multiple Access is relatively new in the industry and a design of Qualcomm, a company Based in the United States Of America. The CDMA or Code Division Multiple Access was initiated as an alternative to GSM or the Global System for Mobile communication. The difference lies in the speed made available for data transfer, which is traditionally considered faster with CDMA. Nevertheless, just as diverse as the scope of wireless mobile communication is, so is the scope for both these industry giants to outdo one another in. the global market.

Mobile Network Statistics India's Largest Cellular Operators as at Jan 31 2008

Operator

Subscriber (millions)

Bharti Airtel

57.4

Reliance Infocomm Ltd.

42.6

Vodafone Essar

41.1

Bharat Sanchar Nigam Ltd.

33.7

Tata Teleservices Ltd.

22.5

Idea Cellular Ltd.

22.0

Key Players in the Indian Telecom Industry

Bharati Group
It is the largest integrated private sector telecommunications service provider in India today and has a presence over the entire country. It was the first private sector company to offer basic services, national and international long distance telephony in India. It started offering its services in the mid 90s.

Hutchison Group
It is Indias third largest GSM operator and is part of the $55 billion Hong Kong based Hutchison Whampoa Group. It initially began operations in one circle, Mumbai, and has gradually expanded across the country to cover telecom circles throughout India.

Reliance Infocomm Ltd

It is promoted by Reliance Industries Limited and offers mobile telephony services on the CDMA platform on a nation wide optical fibre cable network capable of supporting broadband services. Its strategy has been to acquire a large subscriber base on the back of low tariffs and then promote calls within its network to enable yet lower tariffs for its subscribers.

Tata Teleservices Ltd.

Owned by the Tata Group, it provides basic and wireless services on the CDMA platform. As compared to its peers, the company has not been aggressive in expanding in the wireless space.

Bharat Sanchar Nigam Ltd.

BSNL is a public sector organisation, wholly owned by Department of Telecommunication (DoT). It is Indias principal provider of local and domestic long distance telephony. It offers basic services nation wide, except for Mumbai and Delhi, where MTNL is the state-run telephony service provider. On the back of its established and well spread infrastructure of telephone exchanges, it has been able to roll out its network at a rapid pace. factors were decided on the basis of in-depth interviews. The constituent attributes of the three factors are as follows: Factor Attributes Comprising the Factor Call Charges SMS Rates Talk Time Economy Roaming Charges Network Coverage

Voice (Transmission) Clarity Timely SMS Delivery Performance Customer Care Free Number / SMS Offers Ring-tones & Downloads News / Sports Updates Value Added Services Horoscope and Other Services As an outcome of this initial study, three main factors were obtained that are used by students for forming an opinion about a mobile service provider. These are: 1._ Economy 2._ Performance 3._ Value Added Services In all, a total of four focus group discussions, with six students each, and thirty in-depth interviews were conducted in this phase. Subsequent to this phase, a survey of students was carried out during the Conclusive Study Phase, wherein the importance of the different parameters and their constituents was ascertained.

Conclusive Study Phase

In this phase, a questionnaire was designed using the preliminary data collected from the Exploratory Phase (APPENDIX A). The questionnaire was administered to respondents, who were graduate and post-graduate students from different

Value added services

Value-added services (VAS) are unlike core services. They have unique characteristics and they relate to other services in a completely different way. They also provide benefits that core services can not.

Value-added Service Characteristics

All VAS share the same characteristics: 1. Not a form of basic service but rather adds value total service offering 2. Stands alone in terms of profitability and/or stimulates incremental demand for core service(s) 3. Can sometimes stand alone operationally 4. Does not cannibalize basic service unless clearly favorable 5. Can be an add-on to basic service, and as such, may be sold at a premium price 6. May provide operational and/or administrative synergy between or among other services not merely for diversification Every VAS will demonstrate one or more of the above characteristics. Furthermore, a value-added service will never stand in stark contrast to any of the above characteristics. VAS also have a certain time dimension associated with them. Subjectively speaking, a value-added service today becomes a basic service when it becomes sufficiently common place and widely deployed to no longer provide substantive differentiation on a relative basis.

COMPANY PROFILE

BHARTI AIRTEL LIMITED

Bharti Airtel Limited, a part of Bharti Enterprises is India's leading provider of telecommunications services. Bharti Telecom Limited is the promoter company of Bharti Airtel Limited.Sunil Bharti Mittal is the Chairman and Managing Director of Bharti Airtel Limited (Bharti), Indias largest private integrated telecom player since

October 2001. He is the board director since July 1995. Bharti Airtel Limited was established on July, 07, 1995 as a Private Company Limited. Sunil Mittal was one of the

first entrepreneurs to identify the mobile telecom business as a major growth area and launched services in the city of Delhi and the National Capital Region in the year 1995. Some of the Feathers in the cap of Mr. Sunil Bharti Mittal are Best Asian Telecom CEO, Telecom Asia Awards 2005 Best CEO, India, Institutional Investor, 2005 Business Leader Of The Year, Economic Times, 2005 Ernst & Young Entrepreneur Of The Year 2004, Ernst & Young He is also the Board Member of the Global GSM Association. Sunil is an alumnus of Punjab University and has completed the Owner/President Management Program from Harvard Business School.

Corporate Governance
Bharti Airtel Limited firmly believes in the principles of Corporate Governance and is committed to conduct its business in a manner, which will ensure sustainable, capitalefficient and long-term growth thereby maximising value for its shareholders, customers, employees and society at large. Companys policies are in line with Corporate Governance guidelines prescribed under Listing Agreement/s with Stock Exchanges and the Company ensures that various disclosures requirements are complied in letter and spirit for effective Corporate Governance.

During the financial year 2003-04, your Company was assigned highest Governance and Value Creation (GVC) rating viz. Level 1 rating by CRISIL, which indicates that the companys capability with respect to creating wealth for all its stakeholders is the highest, while adopting sound Corporate Governance practices.This rating was reaffirmed by CRISIL on April 20,2006. Vision By 2010 Airtel will be the most admired brand in India: Loved by more customers Targeted by top talent Benchmarked by more business

Airtel & Visual Identity

For a brand to be successful, it must build enduring relationships with its different audiences. Integral to this relationship is the visual image of the brand the consumer carries in his/her mind. The Airtel brand image is created through the consistent application of a carefully developed visual identity, which helps Airtel distinguish itself in a cluttered market. Airtel's visual identity helps create instant brand recall and strengthens the relationships that its audiences have with it. The Airtel visual identity has different elements that work together to create a strong and consistent identity for the brand. The most important of these are:

The Airtel Logo

The Airtel logo is a strong, contemporary and confident symbol for a brand that is always ahead of the rest. It is a specially drawn wordmark.

The Airtel Image style

It incorporates two solid, red rectangular forms whose counterform creates an open doorway.

The Airtel Typographical style

The title case lettering with its capital 'A' was deliberately chosen to reinforce the brand's leadership position. The red dot on the letterform 'I' cues Airtel's focus on innovation.. The words 'Express Yourself' are very much part of the brand identity.

The Airtel Colour Palette

The lettering is grey so that the pure black of Airtel is visually unharmed.

Airtel Outlets

Airtel Prepaid
Welcome to the World of Airtel Prepaid

Convenient, affordable, and easily available - Airtel Prepaid offers you the best rates and coverage on the islands wide variety of value-added services and 24-hour Customer Care. Total cost control: No rentals, no bills, no hassle! Simple and instant re-charge process Balance inquiry online Affordable rates Available everywhere in Seychelles

Recharge cards
MRP (Rs) Talktime (Rs) Validity (Days) Processing Fee (Rs) ServiceTax (Rs)

10 7.90 0 1.00 1.10

20 16.80 0 1.00 2.20

55 46.95 0 2.00 6.05

75 64.75 0 2.00 8.25

99 10.01 30 78.10 10.89

110

94.90 0 3.00 12.10

175 35.00 90 120.75 19.25

199 46.54 60 130.57 21.89

230 84.70 90 120.00 25.30

340 92.60 180 210.00 37.40

350 10.00 365 301.50 38.50

421 199.00

210 175.69 46.31

499 10.06 LifeTime 434.05 54.89

500 145.00 180 300.00 55.00

501 445.89 0 0.00 55.11

660 107.40 365 480.00 72.60

1000 410.00 365 480.00 110.00

1001 890.89 0

0.00 110.11

1325 699.25 365 480.00 145.75

1500 1500.00 0 0.00 0.00

2000 1059.99 730 720.00 220.01

3300 2216.99 730 720.00 363.01

Airtel Postpaid
Airtel Postpaid allows you to choose from a variety of affordable talk plans, convenient payment options and host of rich features. So get set to enjoy a world of limitless possibilities

Tariffs

Airtel One 249 Plan 299 Discounted Airtime Plan

India Roam 399 149 Plan

India Home 299 Airtel 998 Super Lite Plan Airtel Celebration 444 Plan Airtel 199 Relocation Plan

Airtel Advantage 500 Airtel Talk More 249 Individual New Airtel Community Plan ( Talk Airtel 995) Airtel New 499

Airtel Nights Plan Airtel New 299

Services
Now you can communicate, whenever you want to, not just in plain words, but also in more exciting, innovative yet simple new ways. Choose from our range of services, to do more with Airtel.
To know what services are available in your city please select your location.

Services

Subscribe for cool alerts at the click of a button! What's better is that you receive updates automatically on your Airtel phone.

Avail of special services like calling waiting, call hold, call divert and voice mail to manage all your accessibility needs with Airtel.

Let your phone do the talking, with our Mail and Messaging services. Make arrangements, share moments or just say hello...

Take your office wherever you go & access e-mail and Internet any time anywhere, with Airtel.

More services, for convenient use of your mobile from Airtel network.

Welcome to Airtel Mobile Phone Backup, a unique service that saves all the vital and precious information at the touch of a button.

Now secure your handset with this unique service, which helps you keep track of your mobile phone when its stolen or lost..

PROFILE

BHARAT SANCHAR NIGAM LIMITED

Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest Telecommunications Company providing comprehensive range of telecom services in India: Wire line, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VOIP services, IN Services etc. Within a span of five years it has become one of the largest public sector units 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 of OFC Cable, 63730 Rkm of Microwave Network connecting 602 Districts, 7330 cities/towns and 5.5 Lakhs villages. BSNL is numero uno operator of India in all services in its license area. The company offers vide ranging & most transparent tariff schemes designed to suite every customer. 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. BSNL has set up a world class multi-gigabit, multi-protocol convergent IP infrastructure that provides convergent services like voice, data and video through the same Backbone and Broadband Access Network. At present there are 0.6 million DataOne broadband customers. The company has vast experience in Planning, Installation, network integration and Maintenance of Switching & Transmission Networks and also has a world class ISO 9000 certified Telecom Training Institute.

Scaling new heights of success, the present turnover of BSNL is more than Rs.351,820 million (US $ 8 billion) with net profit to the tune of Rs.99,390 million (US $ 2.26 billion) for last financial year. The infrastructure asset on telephone alone is worth about Rs.630,000 million (US $ 14.37 billion). BSNL plans to expand its customer base from present 47 millions lines to 125 million lines by December 2007 and infrastructure investment plan to the tune of Rs. 733 crores (US$ 16.67 million) in the next three years. The turnover, nationwide coverage, reach, comprehensive range of telecom services and the desire to excel has made BSNL the No. 1 Telecom Company of India.

VISION
To become the largest telecom Service Provider in Asia.

MISSION
i.To provide world class State-of-art technology telecom services to its customers on demand at competitive prices. ii.To Provide world class telecom infrastructure in its area of operation and to contribute to the growth of the country's economy.

OBJECTIVE

To be the Lead Telecom Services Provider. To provide quality and reliable fixed telecom service to our customer and there by increase customer's confidence. To provide mobile telephone service of high quality and become no. 1 GSM operator in its area of operation. To provide point of interconnection to other service provider as per their requirement promptly. To facilitate R & D activity in the country. Contribute towards: i.National Plan Target of 500 million subscriber base for India by 2010. ii.Broadband customers base of 20 million in India by 2010 as per Broadband

Policy 2004. iii.Providing telephone connection in villages as per government policy. iv.Implementation of Triple play as a regular commercial proposition.

BSNL Mobile PREPAID

BSNL Mobile prepaid service offers you a host of value added services and unmatched features not found in any other Cellular service. All India roaming facility is also available on BSNL mobile prepaid service. Initial activation charges for Prepaid Mobile is only Rs. 200/- and free talk value of Rs. 50/- is given to all subscribers. BSNL Mobile Pre paid cards are available in the denominations of Rs. 70,150, 300, Rs. 500, Rs. 1000 and Rs. 2000 validity period of which are 7,15, 30, 45, 120 and 180 days respectively.
Initial Charges on taking the connection General a. Initial SIM value/activation charges (inclusive of service tax @12.36%) b. Free talk value on initializing the SIM c. Other charges Rs. 112 Rs. 30 NIL Saral Anant Rs. 495 Rs. 65 NIL Super One India Rs. 112 Rs. 30 NIL

Get 200 SMS (within LSA) free on every new connection (Postpaid or Prepaid) Get a fancy (vanity) number of your choice on lower rates (Postpaid or Prepaid)
2. Call Charges A. Intra circle calls (Rs./Min) General

Saral Anant
60 1.00 1.00 1.00 1.00 0.50 60

Super One India

Pulse rate (Second) (i) To GSM Own Network Other Network (ii) To Fixed/WLL Own Network Other Network (iii) Reduced call charges to any two BSNL numbers(one Landline number is mandatory) B. Inter Circle Calls(Rs./Min) Own Network

60 0.90 0.90 0.90 0.90 0.20

0.50 0.80 0.50 0.80 0.20

General

Saral Anant
60 1.50 60

Super One India

Pulse rate (Second) To GSM /WLL /Fixed line Own Network

60 1.20

1.00

Other Network Reduced call charges to any one BSNL Fixed/WLL number (note) Own Network

1.50 0.60

1.50 1.00

1.00 0.60

C. International Calls (ISD) (Rs./Min) General

Saral Anant
60 7.2 9.00 9.6 60 7.20 9.00 9.60

Super One India

Pulse rate (Second) (i) USA, CANADA, UK & Sri Lanka (ii) Nepal (iii) Europe (Other than UK), Singapore, Thailand, Malaysia, Indonesia, Hongkong, Kuwait, Bahrain, UAE, Oman and Qatar (iv) Rest of the world D. National Roaming Charges (Rs./Min)

60 7.20 9.00 9.60

12.00

12.00

12.00

General

Saral Anant
60 0 1.00 1.50 1.00 60 0 1.00 1.50 1.00

Super One India

Pulse rate (Second) Roaming subscription (waived off w.e.f. 15 feb 2007) Outgoing calls within visited LSA (Local) Outgoing calls beyond visited LSA (STD) Incoming calls ISD Calls 3. SMS Charges (Rs. per SMS)

60 0 1.00 1.50 1.00

As mentioned above in point C

General

Saral Anant
1.00 2.00 5.00 0.10 Free 2.00 Free 2.00 0.60 1.00 5.00 0.10 Free 1.00 Free

Super One India

Local National International Delivery Report Missed call alerts SMS while Roaming (National) Incoming SMS Non - P2P SMS Premium non - P2P SMS 4. GPRS Service

0.80 1.20 5.00 0.10 Free 1.00 Free 2.00

2.00

As determined by the content provider

General

Saral

Super One India

Anant
Activation charges Volume based usage charges per KB in Rs. Monthly subscription 5. MMS Service General 0.00 0.02 0.00 0.00 0.02 0.00 0.00 0.02 0.00

Saral Anant
5.00 8.00 3.00 8.00

Super One India

Local/National P2P (Rate per MMS in Rs.) International (Rate per MMS in Rs.) M2P (Downloader to pay) 6. Miscellaneous

3.00 8.00

As determined by the content provider

General

Saral Anant
Free

Super One India

Voice mail facility

Recording Retrieval

O/G Charges Free Normal call charges 100 0.00

CLIP Call forwarding (Only within same LSA) in Rs. SIM replacement in Rs. Replacement of defective SIM (BSNL fault)

7.

Card Values, validity, etc (for subsequent recharge)

RECHARGE COUPONS
Card Value (Rs) Processing fee Service tax + Edu Cess @12.36% Sale Value (Rs) Talk value (Rs) Validity (days) Grace period (days) Additional Grace 50 70 100

(Validity vouchers for Rs. 150 revised, Rs. 250 and Rs. 350 are introduced w.e.f. 15.03.2008) (Recharge Vouchers for super One India plan) 150 200 250 299 300 350 500 100 0 100 124 200 0 0 247 250 0 0 309 3000 5000

25 6

40 9

70 12

100 19

70 25

190 31

249 37

0 37

280 43

0 62

0 371

0 618

56

79

112

169

225

281

336

337

393

562

112 4 900

224 7 240 0 180 7

280 9 250 0 300 7

3371

5618

25

30

30

50

130

60

50

300

70

500

3000

6700

10 7

15 7

30 7

90 7

30 7

180 7

30 7

30 7

365 7

50 7

120 7

365 7

450 7

30

30

30

30

30

30

30

30

30

30

30

30

30

30

30

Period for SIM only (days) Financial implication as per TRAI guidelines : Traffic pattern has been taken as per TRAI guideline: C2C Local - 59%, C2F Local - 20%, C2C STD - 14%, C2F STD - 7% Appro. minutes of use available on each recharge coupon* 28 33 33 56 144 67 81 333 78 556 100 0 266 7 277 8 3333 7444

TOP UP COUPONS
Card Value (Rs) Processing fee Service tax + Edu Cess @12.36% Sale Value (Rs) Talk value (Rs) Validity (days) Appro. minutes of use available on each Top up coupon* 10 2 1.24 11 8 0 9 20 2 2.47 22 18 0 20 50 0 6.18 56 50 0 56 100 0 12.36 112 100 0 111 200 0 24.72 225 200 0 222 0 61.80 562 500 0 556 500

Basic Price in Rs. Processing Fee in Rs.

10 to 49 2

50 and above 0

Note:A. Validity starts from the date of latest recharge. B. In case of Anant, the Life Time Validity means the License Period of the Operator. The License Period for Cellular Services of BSNL is 20 years w. e.

f. 29.02.2000. However, the License is understood to be renewable further on its expiry by Deptt of Telecom, Govt. of India. C. During the grace period, no O/G calls shall be allowed except emergency (toll free) & IVR calls. However I/C should be free during grace period. D. The unutilized balance amount of the previous card can be carried forward in case of renewal within the grace period, other wise it shall lapse. E. The SIM number can be re-activated with additional period of 30 days even beyond the grace period of 7 days for all Card values . However, in such case, the credit balance will lapse but the subscriber will not have to pay activation charges. F. Free talk value on initiating the SIM is given to all subscribers. This value carries the validity of 7 days and usual grace of 7 days each and additional grace period of 30 days. G. An optional facility at reduced STD rate on calls made to one BSNL Fixed/WLL number @Rs. 0.60/Min (Rs. 1.00 for Saral Anant) has been introduced. A customer can either choose two BSNL (Fixed/WLL/Cellular) numbers for intra circle calls @ Rs. 0.20/Min (Rs. 0.50 for Saral Anant) or choose one BSNL Fixed/WLL/Cellular number for intra circle call and one BSNL Fixed/WLL number for inter circle call any where in India. H. With Flexi Top up and C-Top up, customers have freedom to choose any denomination, any time and at any where. The top up denomination ranges from as low as Rs. 10 up to Rs. 10,000. Basic price of these top-ups = MRPService Tax. Minimum recharge condition: For extension of validity period Anant subscribers are required to get their SIM recharged in every six Months with the following Top up vouchers, failing which the SIM will be deactivated. OlD Anant New Anant Saral Anant Rs. 50/180 days Rs. 200/180 days Rs. 200/180 days

The validity will be extended upto 180 days from the date of recharge.

BSNL MOBILE - POSTPAID

BSNL Mobile offers you a host of value added services and unmatched features not found in any other Cellular service As a proud subscriber of BSNL Mobile service you will stay in touch with your nears and dears any where in India because BSNL Mobile is the only Cellular service which is available in all major cities and covers all major highways. BSNL Mobile gives you all India roaming facility (including Delhi and Mumbai) and International roaming facility to more than 300 networks across the world. As a BSNL Mobile subscriber you will enjoy benefits like: No security Deposit if you are an existing BSNL subscriber No security deposit or monthly rental for national roaming facility in Plan-325 & 525 Voice Mail recording and receiving facility free. CLIP free Call waiting and Call holding facility free Missed call alerts by sms- free of cost!

Particulars

Plan-99

Plan-198 SMS Power

Plan225

Plan-299 One India

Plan325

Plan490

Plan525

Plan550

Plan725

Plan999

1. Initial one time payment in Rs. a. Registration amount b. Activation Charges 500 100 500 100 500 100 500 100 500 100 500 100 500 100 500 100 500 100 500 100

2. Security Deposit in Rs. a. Local b. Local+STD c. Local+STD+ISD d. Local+STD+ISD+ International roaming 3. Fixed Monthly Charges in Rs. 4. Free calls /month (Worth Rs.) Particulars 500 1000 2000 5000 500 1000 2000 5000 500 1000 2000 5000 500 1000 2000 5000 500 1000 2000 5000 500 1000 2000 5000 500 1000 2000 5000 500 1000 2000 5000 500 1000 2000 5000 500 1000 2000 5000

99 0

198 0

225 60

299 0

325 125

490 0

525 300

550 0

725 0

999 700

Plan-99

Plan-198 SMSPowe r

Plan225

Plan-299 OneIndia

Plan325

Plan490

Plan525

Plan550

Plan725

Plan999

5. Call Charges/Min in Rs. 6. Pulse rate (For intra/inter circle calls) 60 60 60 60 15 60 15 60 60 15

A. Intra circle calls (Rs./Min) (Local Calls) (i) To GSM (Own network) (ii) To GSM (Others network) (iii) To Fixed/WLL (Own network) (iv)To Fixed/WLL (Other network) Reduced call charges to any two BSNL numbers(one Landline number is mandatory) 1.00 1.00 1.00 1.00 0.20 1.00 1.00 1.00 1.00 0.20 0.60 0.90 0.90 0.90 0.20 0.40 0.60 0.60 0.60 0.20 0.50 0.80 0.50 0.80 0.20 0.40 0.60 0.60 0.60 0.20 0.40 0.40 0.50 0.80 0.20 0.40 0.60 0.60 0.60 0.20 0.00 0.40 0.40 0.40 0.20 0.60 1.00 0.60 1.00 0.20

B. Inter Circle Calls(Rs./Min) (STD Calls) (i) GSM (Own network) (ii) To GSM (Other network) 1.20 1.40 1.20 1.40 1.20 1.20 1.00 1.00 1.00 1.20 1.00 1.00 1.00 1.00 1.00 1.00 0.40 1.00 1.00 1.00

(iii) To Fixed /WLL (Own network) (iv) To Fixed/WLL (Other network) Reduced call charges to any one BSNL Fixed/WLL number (note) Particulars

1.20 1.40

1.20 1.40

1.20 1.20

1.00 1.00

1.00 1.20

1.00 1.00

1.00 1.00

1.00 1.00

0.40 1.00

1.00 1.00

0.60

0.60

0.60

0.60

0.60

0.60

0.60

0.60

0.20

0.60

Plan-99

Plan-198 SMSPowe r

Plan225

Plan-299 OneIndia

Plan325

Plan490

Plan525

Plan550

Plan725

Plan999

C. ISD Calls(Rs./Min) ISD PULSE RATE (Sec) (i) USA, CANADA, UK,Sri Lanka (ii) Nepal (iii) Europe (Other than UK), Singapore, Thailand, Malaysia, Indonesia, Hongkong,Kuwait, Bahrain, UAE, Oman and Qatar (iv) Rest of the world 7. SMS Charges A. Plain P2P SMS (Max 160 char/SMS) in Rs. a. Local (within LSA) (i) Own network (ii) Other network 0.50 0.50 0.40 0.40 0.40 0.40 0.40 0.40 0.40 0.40 0.40 0.40 0.40 0.40 0.40 0.40 0.00 0.40 0.50 0.50 60 60 60 60 15 60 15 60 60 15

7.20 9.00 9.60

7.20 9.00 9.60

7.20 9.00 9.60

7.20 9.00 9.60

7.20 9.00 9.60

7.20 9.00 9.60

7.20 9.00 9.60

7.20 9.00 9.60

6.00 9.00 8.00

7.20 9.00 9.60

12.00

12.00

12.00

12.00

12.00

12.00

12.00

12.00

10.00

12.00

b. National (Outside LSA) (i) Own network (ii) Other network c. International SMS d. Free SMS in Nos/month 1.00 1.00 5.00 100(Own network) 0.40 0.40 5.00 2000
(1500 (Own

0.80 0.80 5.00 --

0.80 0.80 5.00 --

0.80 0.80 5.00 --

0.80 0.80 5.00

0.80 0.80 5.00 --

0.80 0.80 5.00

0.40 0.40 5.00 --

0.50 0.50 3.00

network) +
500 other n/w)

e. Free SMS worth Rs. /month B. Plain non-P2P SMS/ SMS in Rs.

-2.00

-2.00

30 2.00

-2.00

40 2.00

-2.00

40 2.00

-2.00

-2.00

-2.00

C. Premium non - P2P SMS D. SMS Delivery report/ SMS in Rs. Particulars 0.10 0.10 0.10

As determined by the content provider 0.10 0.10 0.10 0.10 0.10 0.10 0.10

Plan-99

Plan-198 SMSPowe r

Plan225

Plan-299 OneIndia

Plan325

Plan490

Plan525

Plan550

Plan725

Plan999

8. Roaming call charges with 60 seconds pulse rate (Rs./Min) A. National Roaming a. Fixed monthly charges* b. Outgoing calls within the visited LSA c. Outgoing calls beyond visited LSA d. Free Incoming calls /month e. Incoming calls f. Outgoing SMS (max 160 characters) -------

1.00

1.00

1.00

1.00

1.00

1.00

1.00

1.00

1.00

1.00

1.50

1.50

1.50

1.50

1.50

1.00

1.50

1.00

1.00

1.50

--

--

--

--

--

--

--

300 mintues 1.00 0.80

--

--

1.00 1.00

1.00 0.80

1.00 0.80

1.00 0.80

1.00 0.80

1.00 0.80

1.00 0.80

0.65 0.80

1.00 0.80

B. International Roaming a. Fixed monthly charges b. Call charges

GPRS Usages Free/Month Nil Nil Nil Nil

99

99

99

99

99 As per note II
Nil

99

99

99

99

99

Nil

5MB

Nil

5MB

Nil

Note:Note : Plan 99(Student Power), plan 100 and plan 140 have been merged in new Plan -99 w.e.f. 11 June 2008. Note I. 200 SMS(Local) is available with all new connection which is valid upto two months from the date of activation Note II. Charges for calls made or calls received while international roaming or SMS sent will be as levied by foreign operator (inclusive of tax) and surcharge of 10% on such amount. In case foreign operators do not levy any charges for incoming calls, then a sum of Rs. 40 per minute + actual ILD charges applicable in the home network). Note III. Local CUG facility is now available for all postpaid plans for all

customers. Note IV. Registration charge is applicable when connection is not available on demand, it is non-interest bearing and adjustable in the first bill. Note V. International in-roamer means the foreign subscribers visiting India and using BSNL Cellular network. Outbound roamer means BSNL subscribers visiting abroad and using the network of a foreign cellular operator. Note VI. Security deposit is non-interest bearing but refundable upon surrender subject to clearance of dues. No security deposit is required for local/STD from the following categories :

BSNL Employees. Employees of Central/State Government and central PSUs. Bank employees, who give ECS mandate from their own bank. Central/ State Government and Central PSUs. Corporate Customers (minimum 5 connections in corporate name) Exisitng BSNL subscribers upon request with following conditions : (a) Fill up a mandate form to allow existing deposit of PSTN phone (Basic Telephone) towards outstanding of the cellular phone. (b) Connection to be applied in the same name as PSTN. (c) Category of the connection (Local/STD) remains same as PSTN.

For ISD facility, security deposit payable as above and liable to be enhanced based on default in payment in etc. as in case of PSTN telephones. Note VII. An optional facility at reduced STD rate on calls made to one BSNL Fixed/WLL number @Rs. 0.20/Min under plan -725 and Rs. 0.60/Min in all other postpaid plans has been introduced. A customer can either choose two BSNL (Fixed/WLL/Cellular) numbers for intra circle calls @ Rs. 0.20/Min or choose one BSNL Fixed/WLL/Cellular number for intra circle call and one BSNL Fixed/WLL number for inter circle call any where in India. Note VIII. Activation charges of Rs. 100 may be waived-off for corporate customers taking minimum 5 connections at a time with a minimum commitments of 6 months Note IX. Service tax as applicable will be extra. Note X. These changes will take effect from 11th June 2008.

BSNL OPTIONAL SERVICES

OPTIONALSERVICES A DOMESTIC SMS (Rates with effect from
1.7.2004

Sl

PARTICULARS
Plain Person to Person SMS Local (within same LSA)

Rate(Rs.)
Rs. 0.60

REMARKS

Maximum 160

characters * No charges for receiving SMS to subscriber BSNL or roamers in BSNL network * Service Tax extra as

applicable.

STD (Nationaloutside LSA) While roaming (Outside LSA) plain non-person to person SMS

Rs.1.00

Rs. 1.00 Rs. 1.00 For this SMS based value added service, tariff to is determined by the content providers

Premium non-person to person SMS

Charges for delivery reports of SMS

Rs. 0.10 per SMS

Outgoing International SMS

(w.e.from 1.2.2004)

Per message Roaming

O/G

Rs. 5/-

Maximum 160 characters

B ROAMING

(All India roaming facility available for all circles of BSNL and to a Rental/Subscription MTNL, Delhi & Mumbai) b Call Charges C GPRS (Rates with effect from
15.05.2006

Free

1 Activation charges

NIL

) 2 Monthly rental 3 Free usage 4 Volume based usage charges 5 Volume based usage charges on Roaming NIL NIL Rs 0.02 per KB Rs 0.02 per KB

D MMS (Rates with effect from

15.05.2006

P2P (Calling party or sender to Rs 3/- per pay ) MMS As per rate fixed by the content provider

2 M2P (Down loader to pay)

E MISCELLANEOUS

1 Voice mail facility

Free

No upfront charges

Recording

Free

Retrieval 2 CLIP 3 Call waiting/call hold 4 Call Forwarding (only within same SA)

O/G charges Free Free nil

As per plan

only actual termination charges on each occasion on BSNL's fault.

5 SIM Replacement Cost 6 Replacement of defective SIM O/G means outgoing I/C means incoming

200 nil

COMPANY PROFILE

IDEA CELLULAR

IDEA Cellular is a publicly listed company, having listed on the Bombay Stock Exchange (BSE) and the National Stock Exchange (NSE) in March 2007. As India's leading GSM Mobile Services operator, IDEA Cellular has licenses to operate in all 22 Service Areas. Presently, operations exist in 11 Service Areas covering Delhi, Maharashtra, Goa, Gujarat, Andhra Pradesh, Madhya Pradesh, Chattisgarh, Uttaranchal, Haryana, UP-West, Himachal Pradesh, UP-East, Rajasthan and Kerala. With a customer base of over 26 million, IDEA Cellular's footprint currently covers approximately 60% of India's telecom population. Idea Cellular is a wireless telephony company operating in various states in India. It initially started in 1995 as a join venture between the Tatas, Aditya Birla Group and AT&T by merging "'Wings Cellular'" operating in Madhya Pradesh,UP West,Rajasthan and Tata Cellular as well as Birla AT&T Communications. Initially having a very limited footprint in the GSM arena, the acquisition of Escotel in 2004 gave Idea a truly pan-India presence covering Maharashtra (excluding Mumbai), Goa, Gujarat, Andhra Pradesh, Madhya Pradesh, Chattisgarh, Uttar Pradesh (East and West), Haryana, Kerala, Rajasthan and Delhi (inclusive of NCR). The company has its retail outlets under the "Idea n' U" banner. The company has also been the first to offer flexible tarrif plans for prepaid customers. It also offers GPRS services in urban areas.

A frontrunner in introducing revolutionary tariff plans, IDEA Cellular has the distinction of offering the most customer friendly and competitive Pre Paid offerings, for the first time in India in an increasingly segmented market. Customer Service and Innovation are the drivers of this Cellular Brand. A brand known for their many firsts, Idea is only operator to launch GPRS and EDGE in the

country. Idea has received international recognition for its path-breaking innovations when it won the GSM Association Award for "Best Billing and Customer Care Solution" for 2 consecutive years IDEA Cellular is part of the Aditya Birla Group, a US$ 24 billion corporation with a market cap of US$ 31.5 billion and in the league of Fortune 500. Anchored by an extraordinary force of over 100,000 employees belonging to 25 different nationalities, over 50% of its revenues flow from its overseas operations. The Group has been adjudged The Best Employer in India and among the Top 20 in Asia' by the HewittEconomic Times and Wall Street Journal Study 2007. The combined holding of the Aditya Birla Group companies in IDEA stands at around 57 per cent. With ambitious future plans, the company is poised for rapid growth across the whole country. The Indian telecommunications market for mobile services is divided into 22 "Service Areas" classified into "Metropolitan", Category "A", Category "B and Category "C "service areas by the Government of India. These classifications are based principally on a Service Areas revenue generating potential. The established service areas are Delhi, Andhra Pradesh, Gujarat and Maharashtra, Haryana, Kerala, Madhya Pradesh and Uttar Pradesh (West). Licenses for the Maharashtra and Gujarat Service Areas were awarded in December 1995, with network rollout and commercial launch achieved in 1997. In January 2001 the mobile operations in Andhra Pradesh Service Area were integrated with IDEA through a merger with Tata Cellular Limited. In June 2001, the mobile operations in Madhya Pradesh Service Area were fully integrated with IDEA through an acquisition of RPG Cellcom Limited. In October 2001, the license for Delhi Service Area was acquired during the fourth mobile license auction, with network rollout and commercial launch in November 2002. In January 2004, Escotel Mobile Communications Private Limited ("Escotel"), was acquired with its original licenses in the Service Areas of Haryana, Uttar Pradesh (West) and Kerala. All these Service Areas were re-branded and integrated with IDEA in June 2004. The New Service Areas are Uttar Pradesh (East), Rajasthan and Himachal Pradesh. Licenses for these New Service Areas were acquired through the acquisition of Escotel (Escorts Telecommunications Limited). Following significant investment in the roll-out of network in the New Service Areas, amounting to approximately Rs. 4,678 million upto September 30, 2006, a full

commercial launch of mobile services was achieved in the New Service Areas between September and November 2006 in a manner which also met the network roll-out requirements of the licenses in 2007. One of India's leading GSM mobile service operators, IDEA Cellular is headquartered in Mumbai and has over 21 million subscribers. IDEA has licenses to operate in 13 circles comprising states of Mumbai, Delhi, UP, Uttaranchal, Haryana, Rajasthan, Madhya Pradesh, Chattisgarh, Gujarat, Maharashtra (excluding Mumbai), Goa, Andhra Pradesh, Bihar and Kerala. IDEA's footprint covers approximately 70 per cent of the national market for mobile telephony. Idea is targeting roll out in Mumbai and Bihar circles shortly for which spectrum is already allotted. IDEA has also received Letter of Intent for remaining 9 circles. IDEA offers GPRS on all its operating networks for both postpaid and pre-paid services, and was the first company to demonstrate and commercially launch the next generation EDGE technology for its Delhi Circle. IDEA has also been a pioneer in technology usage by employing satellite connectivity to reach inaccessible rural areas in Madhya Pradesh. A leader in value-added services, innovation is central to IDEA's VAS products. IDEA was the first to offer 'Global SMS' in over 540 networks across all technology platforms, and the first to offer a voice portal with 'SAY IDEA'. IDEA has also recently launched services like Press * to copy a Dialer tone, IDEA TV first GSM Multi channel mobile television experience, IDEATIMES The first MMS magazine, Voice chat, Instant Messenger and more. IDEA has also launched its PCO service to reach a customer base. IDEAs tariff plans have been customer friendly, catering to unique needs of different consumer segments. 'WOMENS CARD' is meant to fulfill special needs of women on the move, and YOUTH CARD specifically caters to the emerging youth segment.

IDEA is also the only Indian GSM operator to win the GSM Association Award in the Best Mobile Technology category for the 'Best Billing and Customer Care Solution', both in 2006 and 2007. Truly, an IDEA can change your life

Prepaid Recharge - UPW

MRP Service tax Processing Fee Talk Time Validity MOU Description

From To From To

From To

From To

100 108 11.00 11.88 10 79.00 86.12

0 56 62

109 109 11.99

97.01 0 0 30 0 0 Free 265 I2I mins

110 117 12.10 12.87 10.00 87.90 94.13 0 63 67

118

118 12.98 12.98 105.02 0 0 0 0 0 All local calls @ 50 paise and all std calls @ Re.1

119 149 13.09 16.39 10 95.91 122.61 0 69 88

150 198 16.5 21.78 128.64 4.86 47.58

30 3 34

199 199 21.89 21.89 156 21.11 21.11 60 15 15

200 200 22 22 0 178 178 0 127 127

201

209 22.11 22.99 128.64 50.25 57.37 30 36 41

211 250 23.21 27.5 128.6 59.19 93.9 30 42 67

251 296 27.61 32.56 120 103.39 143.44

30 74 102

297 297 32.67 32.67 254.33 10 10 Super lifelong 7 7

298 298 32.78 32.78 120 145.22 145.22 30 104 104

299

299 32.89 32.89 116.11 150 150 15 107 107

300 300 33 33 0 267 267 0 191 191

301 302 33.11 33.22 110 157.89 158.78

30 113 113

303 303 33.33 33.33 156 113.67 113.67 60 81 81

304 344 33.44 37.84 110 160.56 196.16 30 115 140

345

345 37.95 37.95 257.04 50.01 50.01 180 36 36

451 494 49.61 54.34 110 291.39 329.66 30 208 235

495 495 54.45 54.45 430.55 10 10

Lifetime 7 7

496 600 54.56 66 110 331.44 424 30 237 303

601 665 66.11 73.15 117 417.89 474.85 45 298 339

666

666 73.26 73.26 243.37 349.37 349.37 90 250 250

667 750 73.37 82.5 117 476.63 550.5 45 340 393

996 1000 109.56 110 150 736.44 740

90 526 529

Assumptions

Traffic rates and pattern

I2I 1 45%

I2M 1.5 40%

I2L 1.5 5%

STD 2.75 10%

Airtime rate per min 1.4

NEED OF RESEARCH
Mobile operators have not been able to sustain or increase satisfaction level despite eleven years of existence of mobile telephony in the country. All the operators in a bid to acquire customers have not been able to devote time and efforts to increase the satisfaction level. The scenario remains the same across different circles and different cities irrespective of operators. It is good that we are adding 6-7 million lines but the quality of service is still a long way to go and we are back to square one. The mobile operators have not been able to pass the satisfaction parameters of brand conscious urban mobile users, as there has been a significant drop in satisfaction level .

So this Research is concerning about what are the factors that are affecting the satisfaction level of customer, which are the companies those are successfully providing their services, what are the strategies they are followed so that Bharti Airtel can improve the level of their services.

RESEARCH OBJECTIVE

The study has been conducted to fulfill following objectives:

To determine the market share of various Mobile operators in Bareilly. To determine the services of Airtel and Other Operators To determine the comparison of customer services of Airtel and Other Operators.

To know and compare consumer preference of various value added Services produced by GSM and CDMA players in Bareilly.

To study the purchase patterns of Airtels customers in Bareilly.

To identify the influencing factors on the consumers buying process.

To profile the customers on the basis of their characteristics into different clusters.

To study where Airtel is lacking in the terms of important product attributes To study the overall product attributes and find out their percentage contribution to overall satisfaction of a Airtel Customer

RESEARCH METHODOLOGY

Research Design

Descriptive

Sampling Method

Simple Random Sampling

Sampling Unit

Person having criteria : Age > 15 years

Sample Size

150

Sample Area

Different areas of Bareilly City 1. Questionnaire Method

Method For Collecting Data:

2.Personal Interview 3.Telephone Interview 4.Schedule Method

Graphs

1. Bar Chart Pie Chart

Research Process
Research Process Consists of a number of closely related activities. But such activities overlap continuously and do not follow a strictly prescribed sequence. Following are the steps of a research process:i.Formulating the research problem ii.Extensive research survey iii.Developing the hypothesis iv.Preparing the research design v.Determining sample design vi.Collecting data vii.Execution of the project viii.Analysis of the data ix.Hypothesis Testing x.Interpretation

0100090000032a0200000200a20100000000a201000026060f003a035 74d46430100000000000100754600000000010000001803000000000 00018030000010000006c0000000000000000000000350000006f000 0000000000000000000bc4100001734000020454d460000010018030 0001200000002000000000000000000000000000000ec130000c8190 000d8000000170100000000000000000000000000005c4b030068430 400160000000c000000180000000a000000100000000000000000000 0000900000010000000870f00004c0c0000250000000c0000000e0000 80250000000c0000000e000080120000000c00000001000000520000 007001000001000000a4ffffff00000000000000000000000090010000 0000000004400022430061006c006900620072006900000000000000 00000000000000000000000000000000000000000000000000000000 00000000000000000000000000000000000025001495250010000000 78982500f8952500e4504e60789825007095250010000000e09625005 c9825008a4f4e6078982500709525002000000080e055627095250078 98250020000000ffffffffbc538400fbe0556224000500ffff0180ffff0180 5fff0180ffffffff006f0300000800000008000069034e62010000000000 00005802000025000000552e90010008020f0502020204030204ff020 0e1ffac004009000000000000009f01000000000000430061006c0069 006200720000000000430065006e007400750072007900200047006f 00a4952500d5324f621f00000001000000e0952500e095250000764d6 21f00000008962500bc5384006476000800000000250000000c00000 Illustration: - Research Process 001000000250000000c00000001000000250000000c0000000100000 0180000000c000000000000025400000054000000000000000000000 0350000006f0000000100000088878740d1458740000000005700000

Sample Design
Once the problem of research is decided, the next area of immediate concern is adoption of research design. The researcher decide how the information will be collected? There are two sources of collection I. II. Census Sample

I.Census If the data are collected from each member of population of interest, it is known as Census Survey. II. Sample If data are to be collected only from some members of population, it is known as Sample Survey

Types And Methods of Data Collection

The task of data collection begins after a research problem has been defined and research design chalked out. There are two types of data collection I. Primary Data:Primary data may be described as those data that have been observed and recorded by researchers for the first time to their knowledge. II. Secondary Data:Secondary data are statistics not gathered for the

immediate study at hand but for some other process. Collection of Primary Data:There are several methods of collecting primary data, particularly in surveys and descriptive researches. Important ones are:I. II. Observation Method Interview Method a. Personal Interview b. Mail Interview c. Telephone Interview d. Panel Interview III. IV. V. Schedules Questionnaires Other Methods

I.Observation Method
The observation method is most commonly used method especially in studies relating to behavioral sciences. In a way we all observe things around us, but this sort of observation is not scientific observation. Observation becomes a scientific tool and the method of data collection for the researcher, when it serves a formulated researcher purpose, is systematically planned and recorded and is subjected to checks and controls on validity and reliability. The observation method may be used to study i.Sales Technique ii.Customer Movement iii.Customer responses in retail stores iv.Sock audit in retail stores for brand bought v.Pantry check in kitchen of the housewife for brands

bought vi.Dust-bin check at the customers house

II.Interview Method:The interview method of collecting data involves presentation of oral verbal stimuli and reply in terms of oral verbal responses. Types Of Interview Personal Interview:Personal or face to face interviewing is a core function of marketing research; much of quality of the entire research process rests on its effectiveness. Despite the growth in popularity of telephone and mail surveys, personal interviewing retains in longheld dominance across a wide spectrum of surveys- market, social, political. There are four type of personal interview:a) Structured Direct Interviews b) Unstructured Direct Interviews c) Structured Indirect Interviews d) Unstructured Indirect Interview

Telephone Interview The telephone interview is used when the information to be collected is limited. The telephone interview is used in lieu of personal interview. The telephone interview is suitable for inquiry about information just released or telecast by radio or television.

Mail Interview The Mail interview places a great deal of importance on the construction of the questionnaire, because there is no interviewer in mail surveys to ask questions and record answers. The mailing questionnaire is accompanied with a covering letter instructing the respondent how to complete the questionnaire and return the questionnaire. Panel Interview A panel interview may be composed of either individuals or corporate units. It is a convenient method of obtaining information about the continuing behavior of group or panel of respondents. The very nature of panel interview is that the group comprising the panel-member is interviewed on the same or similar topics at regular intervals over a reasonable period of time.

III. Schedules:Schedule is a device in social research, which is most frequently used in collecting field especially where the survey method is employed. It contains question and blank tables, which are to be filled in by the investigators themselves after getting information from the respondents.

Collection of Secondary Data:There are following sources of secondary data:I. Literature Survey

II. III.

Experience Survey Other Sources

Questionnaire:The Questionnaire is a list of questions to be asked from the respondents. It also contains suitable space whrere the answers can be recorded Types Of Questionnaire It is possible to classify questionnaires studies on a variety of bases. Three such bases, which are of importance are 1. The degree to which the questionnaire is formalized or structured. 2. The disguise or lack of disguise of objective of the questionnaire. 3. The communication method used. Using above two bases of classifications four types of studies can can be distinguished as below a) Structured-non-disguised or Direct b) Structures-disguised or Indirect c) Non structured-non-disguised d) Non structured-disguised

a) Structured-non-Disguised Questioning
Most questionnaire studies made in marketing research are of this type. Structured non disguised studies can be handled through telephone , mail or personal interview. They are subject to three limitations of the questionnaire method:i.The respondents may be unable to furnish the information desired ii.They may be unwilling to furnish it

iii.The questioning process may tend to simulate incorrect or

misleading answers.

b) Non Structured Non Disguise Questioning

More than anything else, marketers want to know why people buy or do not buy their products. Direct question dealing with motives rarely elicit useful answers. As pointed out above, most people do not have a clear idea why they make specific marketing decisions. Direct questions do not measure the relative importance of the various types of reasons, and may individuals will not report motives that might be considered base or socially unacceptable. To overcome these difficulties, researchers have developed depth interviews and focus group interviews. Instead of approaching respondents with a fixed list of questions, the interviewer attempts to get respondents to talk freely about the subject of interest.

c) Non Structured Disguised questioning :Many people are either unwilling or unable to give accurate reports as to their own attitude and motivations. Thus, even focus groups probably give biased answers. To overcome this difficulty, clinical psychologists have developed disguised method of gathering such data. Disguised method are designed so that the respondents do not know what the objective of the study is. Such disguised methods may also be non-structured. Projective techniques are an example of this type. The theory of projective techniques is that all individuals, in describing a situation, interpret that situation to a degree. The description they give is a mixture of their own attitude, beliefs and motivations. Various projective techniques are used, but most common are word association, sentence completion and storytelling.

d) Structured Disguised Questioning

Questioning of the structured, disguised type has the advantages of disguise that were pointed out above primarily that respondents do not know what is being measured and hence are not biased in their answers. The advantages of structure lie in the reduction of interviewer and interpreter bias in quicker and less costly interviewing and in easier tabulation of results. Some structured, disguised tests of attitudes are based on the theory that individuals knowledge, perception and memory are conditioned by their attitudes.

SAMPLING PLAN
My focus was on urban brand conscious users and the medium used is offline (face-to-face) research. The sample base is one city i.e. Bareilly. We did not receive any response from any other city. In order to reach mobile phone users, we conducted a Telephony survey in the month of July 2008 time frame. We conducted an independent telephonic validation of 50% of the respondents to verify their authenticity. The validation was conducted by dialing the mobile numbers shared by the respondents in the survey. Around 98 percent of the respondents picked up the call and there was less than 1 percent error for almost all the seven critical questions validated during the process. While looking at the survey findings, two points must be kept in the mind a) Internet today broadly represents urban India; b) around 25% of the mobile owners also use Internet, and therefore, the samples thus selected through online were definitely representative of the 'brand conscious' mobile phone users. We believe that overall satisfaction is a dependent variable and individual attributes are independent variables, either positively or negatively relate to overall satisfaction. We have therefore used a multiple regression-based model to derive these contributions and thereby derived the overall satisfaction at various level; e.g., all users, telecom circles, and operators. In order to analyze the overall satisfaction of the subscribers with their current service provider, we took up five broad areas that contributes to overall satisfaction-presales/sales, network availability, value added services, customer care, and billing. By considering overall satisfaction as a function of the parameters, we arrived at different weights for these parameters. These weights were then applied on the stated scores for satisfaction to arrive at the final scores for satisfaction. The model works on the principle that marketing planning using the current sales and market share figures is like living life 'one time cycle' behind. A brand's current market share only reflects its past performance. It only shows where the brand stands today. It gives little clues on how fit and 'geared up' is the brand to compete in the market of 'tomorrow'. To be on the right marketing time cycle and know the future 'readiness' and potential of the brand a marketer also needs to measure and track the 'momentum' at which their brand is moving into the future. There are a set of distinct brand 'diagnostic' measures from this model that we are presenting in this issue that 'quantify' and tell you not only how fit is your

brand in its current performance, but also what future direction that fitness is likely to translate into. Each 'measure' used in the model reflects a 'milestone' in the consumer's interaction with the brand in the buying process from recall, to consideration, to intention to buy, to actual purchase and usage. The Sampling plan was designed as follows: Sampling Unit: Sampling Units are those people who are above the age of 15 years, they are belonging to different in Income levels that is below the Rs.50,000 Rs.50,000-1,00,000 Rs.1,00,000-2,00,000 and more then Rs.2,00,000 these income is yearly. Sample Size: The sample size of my data is 100. People are belonging to the different areas of Bareilly. COLLECTION OF DATA The task of data collection begins after a research problem has been defined and research design is chalked out. While deciding about the method of data collection to be used for the study; the researchers should keep in mind two types of data i.e. Primary and Secondary data. The primary data are those which are collected afresh and for the first time, and thus happen to be original in character. The secondary data on other hand are those which have already been collected by someone else and which have already been passed through the statistical process. The data used for the present research is primary data. The different methods that are used for collecting primary data are as follows: A) Contact Method:

The 'contact method ' considering the short coming was selected to personal interview. B) Observation Method: The present investigation was done on the basis of making note of behavior and gestures of the target customers.

C) Questionnaire Method: The method of data collection is quite popular and is being adopted by researchers, private individuals and organization.

D) Schedule Method: The method of data collection is very much like the collection of data through questionnaire, with little difference which lies in the fact that schedules are being filled in by the enumerates who are specially appointed for the purpose, these enumerators go to the respondents along with the schedule and put up the question. Inferences are drawn on the answers given by them.

Graphical Representation
Graphical Presentation being more technical in character represents the data more accurately and more usefully. It places greater and proper emphasis on the important parts of research report. There may be different devices of graphic presentation. It is a visual aid to understanding tabular and expository material. It should represent a complete picture of one central point or idea. As compared to the diagrammatic method, it is more commonly used. In reality, there is hardly any subject that deals with large mass of data but do not apply the graphical method to represent them. In the spheres of economic, commerce, sociology, and many others subjects of humanities as well as of sciences, these are very extensively used. The important graphic presentation may be line diagrams, bar charts, pictographs, pie charts, cartograms and map charts.

Bar Charts:Bar charts consist of bars running either vertically or horizontally with an individual bar for each observation. The individual bars have separate observations and magnitudes. Bar charts have become more popular than bar diagrams. The vertical charts are used for classified data and chronological quantity. In the case of qualitative and geographic data, horizontal bars are used to depict them more precisely. They may serve the purpose of showing the rate of exchange in continuous data. More than two series of data may be depicted by the use of components bar charts with distinctive shading or colures. The positive and negative quantities may also be demonstrated with bar charts.

Pictograph:The pictograph uses tiny pictures or symbols to represent the idea or subject. This device is used to give a more vivid picture of the report. It is appropriate for bar type charts. It is not intended for detailed study and precise measurement, but to give one short glimpse of the findings.

Pie Charts:The pie chart is presented in a circle dividing the charts in different components according to the need of the distinctive data. The slices of the circle are also noted with the name and their percentage shares in the total circle. The slices are divided according to the proportion of their shares in the 360o. The proportions are, therefore, calculated in accordance with the number of degrees of each angle of the slice.

Maps:Maps are used to show the figures in the geographical areas. Maps may be shaded in various ways. Income, population, production and other geographical presentations may be made with the help of maps. Distinct maps may be used to show the magnitude of data.

DATA PRESENTATION AND ANALYSIS

AGE GROUP

QUESTIONARE

Age
Age Group Percentage 10-20 5% 21-31 47% 31-41 40% Above 8% 45

a b o ve 4 5 , 8 .01 0 -2 0 yrs, 5 .0 % %

1 0 -2 0 yrs 2 1 -3 1 yrs 3 1 -4 5 yrs a b o ve 4 5

3 1 -4 5 yrs, 4 0 .0 %

2 1 -3 1 yrs, 4 7 .0 %

GENDER Gender

Male 55.6%

Female 44.4%

F e m a le , 44 .4 % M a le , 5 5 .6 %

M a le F e m a le

Education

Intermediate 16%

Graduate 29%

P graduate 33%

others 22%

EDUCTION

16% 22%

29%

33% intermediate graduate p.graduate others

OCCUPATION Occupation Occupation Student Doctor Engineer Lawyer Teacher Others Percentage 15.5% 17.1% 18.5% 14.9% 14.6% 19.4%

O the rs , 1 9 .4 %

S tud e nt, 1 5 .5 % D o c to r, 1 7 .1 %

T e a c he r, 1 4 .6 % L a w ye r, 1 4 .9 % E ng ine e r, 1 8 .5 %

S tud e nt D o c to r E ng in e e rL a w ye r T e a c he r O th e rs

Q1. Do you have any mobile?

Yes 97%

MOBILE USERSNo

3%

3%

yes

no

97%

Q.2 Which Mobile service do you use?

Gsm 76% Cdma 24%

TYPE OF MOBILE SERVICE

Q.3 which operation/service you prefer in GSM?

SERVICE OPERATOR

BSNL 17%

VODAFONE 13%

AIRTEL 39%

IDEA 31%

39% 40%

35%

31%

30%

25%

BSNL VODAFONE 17% 13% AIRTEL IDEA

20%

15%

10%

5%

0%

Q.4 Are you interested in internet facility provided by mobile operators?

FACILITY SATISFACTION

YES 33%

NO 67%

33%

67%

Yes

No

Q.6 DO you use the life time facility?

LIFETIME FACILITY YES 71%

34%

NO 29%

29%

71%

Yes

No

Q.5 For that which company you choose?

AIRTEL 28% IDEA 45% RELIANCE 23% VODAFONE 4%

COMPANY USED BY CUTOMER FOR LIFETIMEINCOMING

FO

23

28

A IRTE L IDE A RE LIA NCE V ODA

45

Q.7 Do you have more than one Mobile?

MORE THAN ONE MOBILE

YES 49%

NO 51%

49%

51%

Y es

No

Q.8 By which you make call?

AIRTEL 5%

BSNL 42%

RELIANCE 23%

VODAFONE TATA 18% 12%

T A T A In d ic o m , OUTGOING FACILITY A ir T e l, 5 % 12% R e lia n c e , 2 3 % B SNL , 3 2 %

V o d a fo n e , 1 8 %

Id e a , 1 0 %

A irT e l B S N L Id e a V o d a fo neR e lia nc e T A T A Ind ic o m

Q.9 Are you satisfied with tariff rate of recharge voucher of your mobile phone service?

YES 32%

NO 68%

TARIFF SATISFACTION

YES, 32%

NO , 6 8 %

YE S N O

SATISFACTION WITH CUSTOMER CARE

Q.11. Are You Satisfied with the customer care service provide by your mobile operator?
Yes No 46% 54%

46% 54%

Yes No

Q.12 Which of these Services You Use Frequently?

a) SMS Facility b) Roaming c) Ring tone/Caller tune Download d) Text SMS Chatting e) GPRS/Internet f) Cricket Scores g) Voice Mail h) Entertainment Jokes, Horoscopes, Fun Games etc. i) MMS j) Mobile Banking k) Contests/Promotions l) Ticket Booking Air/Railways 91.8% 63.1% 58.4% 53.1% 48.2% 38.6% 37.2% 33.2% 32.8% 28.6% 24.6% 18.9

25.0% 20.0% 15.0% 10.0% 5.0% 0.0%

22.0%

14.0% 12.5% 12.2% 8.6% 6.0% 5.0% 3.5% 1.2% 7.0% 5.4% 2.6%

a) SMS Facility b) Roaming c) Ring tone/Caller tune Download d) Text SMS Chatting e) GPRS/Internet f) Cricket Scores g) Voice Mail h) Entertainment Jokes, Horoscopes, Fun Games etc. i) MMS j) Mobile Banking k) Contests/Promotions l) Ticket Booking Air/Railways

SATISFACTION WITH OPERATORS How Satisfied are customers with their mobile services:AIRTEL BSNL IDEA VODAFONE RELIANCE TATA INDICOM

200 7 200 8

93.3% 90.2%

87.7% 87.0%

91.5% 88.3%

93.8% 89.3%

89.7% 87.6%

80.2% 90.3%

95.0% 90.0%

93.3% 90.2%

93.8% 91.5% 88.3% 89.3%89.7% 87.6% 90.3%

87.7% 87.0%

85.0% 80.2% 80.0% 75.0% 2007 2008

70.0% A irTel B S NL Idea V odafone Reliance TA TA Indicom

WEIGHTAGES:PRE SALES/SALES: 17%, NETWORK: 20%, VALUE ADDED SERVICES 11% , CUSTOMER CARE 14%, BILLING 38%

Both AirTel and TaTa Indicom have similar satisfaction level but overall topper is Bharti AirTel

Salience And Perception: Operators

T A T A In d ic o m , 5 .2 % 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% A ir T e l, 4 3 .0 % R e lia n c e , 1 1 .3 % V o d a fo n e , 1 5 .8 % Id e a , 1 2 .2 % B S N L , 1 2 .5 %
100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%

TATA In d ico m , 1.3% Re lian ce , 11.3% V o d afo n e , 26.4% Id e a, 5.6% BSNL , 5.8%

A ir T e l, 49.6%

T O P O F M IN D B R A N D S

TO P O F M IND ADV ERTIS EM ENTS

Bharti Airtels Advertisement is creating more appeal in the mind of customers so it is most demanded brand in market.

POVIDE MOST COST EFFECTIVE TARIFF PLANS

OPERATOR POVIDES MOST COST EFFECTIVE TARIFF PLANS

Operators

Airtel

BSNL

Idea

Vodafone

Reliance

Tata Indicom

Percentage 27.3%

14.7%

13.1%

16.5%

13.3%

15.1%

T A T A In d ic o m , 3 8 .6 %

A irT e l, 2 5 .5 %

B S N L , 1 3 .6 % Id % R e lia n c e , 9 .2 V o d a fo n e , 7 .4 e a , 5 .3 % %

A irT e l B S N L Id e a V o d a fo n eR e lia n c e T A T A In d ic o m

POVIDES THE WIDEST CHOICE OF BASIC MOBILE SERVICES

OPERATOR POVIDES THE WIDEST CHOICE OF BASIC MOBILE SERVICES

Operators

Airtel

BSNL

Idea

Vodafone

Reliance

Tata Indicom

Percentage 31.5%

13.7%

17.3%

25.5%

6.7%

5.3%

TA TA Indicom , 5.3% Reliance, 6.7% V odafone, 25.5%

A irTel, 31.5%

Idea, 17.3%

B S NL, 13.7%

A irTel B S NL Idea V odafone Reliance TA TA Indicom

POVIDES THE BEST CONNECTIVITY AND COVERAGE

OPERATOR POVIDES THE BEST CONNECTIVITY AND COVERAGE

Operators

Airtel

BSNL

Idea

Vodafone

Reliance

Tata Indicom

Percentage 35.0%

9.5%

19.5%

18.6%

10.6%

6.8%

TA TA Indicom, 6.8% Reliance, 10.6%

A irTel, 35.0%

V odafone, 18.6% Idea, 19.5% B SNL, 9.5%

A irTel B SNL

Idea

Vodafone Reliance TA TA Indicom

POVIDES MOST RELEVANT & USER FRIENDLEY VALUE ADDED SERVICES

OPERATOR POVIDES MOST RELEVANT & USER FRIENDLEY VALUE ADDED SERVICES

Operators

Airtel

BSNL

Idea

Vodafone

Reliance

Tata Indicom

Percentage 27.3%

14.7%

13.1%

16.5%

13.3%

15.1%

TA TA Indicom, 8.7% Reliance, 7.8% A irTel, 37.0% V odafone, 20.5% Idea, 18.5% B S NL, 7.5%

A irTel B S NL Idea

V odafone Reliance TA TA Indicom

HAS THE MOST FUTURE READY TECHNOLOGY & INFRASTRUCTURE

OPERATOR HAS THE MOST FUTURE READY TECHNOLOGY & INFRASTRUCTURE

Operators

Airtel

BSNL

Idea

Vodafone

Reliance

Tata Indicom

Percentage 48.0%

9.5%

10.5%

9.5%

15.6%

6.9%

TATA Indicom, 6.9% Reliance, 15.6% AirTel, 48.0% Vodafone, 9.5% Idea, 10.5%

BSNL, 9.5%

AirTel

BSNL

Idea

Vodafone

Reliance

TATA Indicom

OPERATORS SHARE IN URBAN INDIA

OPERATORS SHARE IN URBAN AREA

Operators

Airtel

BSNL

Idea

Vodafone

Reliance

Tata Indicom

Percentage 27.3%

14.7%

13.1%

16.5%

13.3%

15.1%

TATA Indicom, 15.1% Reliance, 13.3%

AirTel, 27.3%

Vodafone, 16.5%

BSNL, 14.7% Idea, 13.1%

AirTel

BSNL

Idea

Vodafone Reliance TATA Indicom

AVERAGE TIME TO SPEAK TO CUSTOMER REPRESENTATIVE

Operators Time (Minutes)

Airtel

BSNL

Idea

Vodafone

Reliance

Tata Indicom

4.31

6.48

5.47

5.69

8.47

5.45

(Numbers in Minutes)

9 8 7 6 5 4 3 2 1 0 AirTel BSNL Idea V odafone Reliance TATA Indicom AirTe l 4.31 BSNL 6.48 Ide a 5.47 V oda fone 5.69 Re lia nce 8.47 TATA Indicom 5.45

Connectivity Vs Price.
Here this map maps the different telecom service providers on two parameters namely Connectivity and Price. And this map proves that there is a direct relation between connectivity and prices. Airtel is falls in a category which provides very high connectivity but also at a very high cost. Hutch provides high connectivity at high cost and Idea falls in a category that provides
Higher Price (3.7) moderate connectivity at a moderate cost. And Reliance also follows the same

pattern. So it says that the people who are connectivity conscious and cost is not a problem for them they go for Airtel or Hutch and people who are cost conscious go for Reliance or Idea.

0100090000032a0200000200a20100000000a201000026060f003a03574d46430 1000000000001007546000000000100000018030000000000001803000001000 0006c0000000000000000000000350000006f0000000000000000000000bc4100 001734000020454d460000010018030000120000000200000000000000000000 0000000000ec130000c8190000d8000000170100000000000000000000000000 005c4b030068430400160000000c000000180000000a00000010000000000000 00000000000900000010000000870f00004c0c0000250000000c0000000e00008 0250000000c0000000e000080120000000c00000001000000520000007001000 001000000a4ffffff00000000000000000000000090010000000000000440002243 0061006c00690062007200690000000000000000000000000000000000000000 0000000000000000000000000000000000000000000000000000000000000000 002500149525001000000078982500f8952500e4504e607898250070952500100 00000e09625005c9825008a4f4e6078982500709525002000000080e055627095 25007898250020000000ffffffffbc538400fbe0556224000500ffff0180ffff01805fff0 180ffffffff006f0300000800000008000069034e620100000000000000580200002 5000000552e90010008020f0502020204030204ff0200e1ffac004009000000000 000009f01000000000000430061006c0069006200720000000000430065006e00 7400750072007900200047006f00a4952500d5324f621f00000001000000e0952 500e095250000764d621f00000008962500bc5384006476000800000000250000 000c00000001000000250000000c00000001000000250000000c000000010000

Brand Vs Price

Here this map maps on parameters of Brand name and Price. And this map proves that there is a direct relationship between Brand name and price. It is well explained in the map given below. Airtel is considered to be a bigger brand and it charges high prices. Hutch is also considered a big brand but smaller than Airtel and hence it charges lower than Airtel. Idea falls in a moderate category in terms of brand name and price.

0100090000032a0200000200a20100000000a201000026060f003a03574d46430 1000000000001007546000000000100000018030000000000001803000001000 0006c0000000000000000000000350000006f0000000000000000000000bc4100 001734000020454d460000010018030000120000000200000000000000000000 0000000000ec130000c8190000d8000000170100000000000000000000000000 005c4b030068430400160000000c000000180000000a00000010000000000000 00000000000900000010000000870f00004c0c0000250000000c0000000e00008 0250000000c0000000e000080120000000c00000001000000520000007001000 001000000a4ffffff00000000000000000000000090010000000000000440002243

Customer Care Vs Price

This map maps between the Customer Care Service and Price by the different telecom service providers. Here Airtel stands at a place where it provides good customer care service and charges premium price. Hutch provides slightly lower

customer care service than Airtel and charges lower prices than Airtel. And same is the case with others also. Idea charges lower than Hutch and hence its customers service is not better than Hutch. Reliance lies at the lowest place, low charges and poor customer service. So there is a direct relationship between Price charged and quality of customer care service.
0100090000032a0200000200a20100000000a201000026060f003a03574d4643 0100000000000100754600000000010000001803000000000000180300000100 00006c0000000000000000000000350000006f0000000000000000000000bc410 0001734000020454d46000001001803000012000000020000000000000000000 00000000000ec130000c8190000d800000017010000000000000000000000000 0005c4b030068430400160000000c000000180000000a0000001000000000000 000000000000900000010000000870f00004c0c0000250000000c0000000e0000 80250000000c0000000e000080120000000c0000000100000052000000700100 0001000000a4ffffff0000000000000000000000009001000000000000044000224 30061006c0069006200720069000000000000000000000000000000000000000 0000000000000000000000000000000000000000000000000000000000000000 0002500149525001000000078982500f8952500e4504e60789825007095250010 000000e09625005c9825008a4f4e6078982500709525002000000080e05562709 525007898250020000000ffffffffbc538400fbe0556224000500ffff0180ffff01805fff 0180ffffffff006f0300000800000008000069034e62010000000000000058020000 25000000552e90010008020f0502020204030204ff0200e1ffac00400900000000 0000009f01000000000000430061006c0069006200720000000000430065006e0 07400750072007900200047006f00a4952500d5324f621f00000001000000e095 2500e095250000764d621f00000008962500bc538400647600080000000025000 0000c00000001000000250000000c00000001000000250000000c00000001000 000180000000c000000000000025400000054000000000000000000000035000 0006f0000000100000088878740d14587400000000057000000010000004c0000 00040000000000000000000000870f00004e0c000050000000200035003600000 046000000280000001c0000004744494302000000ffffffffffffffff880f00004d0c000 0000000004600000014000000080000004744494303000000250000000c00000 00e000080250000000c0000000e0000800e00000014000000000000001000000 0140000000400000003010800050000000b0200000000050000000c027901dd0 1040000002e0118001c000000fb020200010000000000bc020000000001020222 53797374656d003f00003f3f3f3f3f3f3f3f3f3f0800000001003f3f453f3f000400000

Brand Name Vs New Scheme

Perception Map 4 maps between Brand Name and Good New Scheme. Idea cellular lies at a place where it gives new good scheme but is not considered a good brand name. Airtel is a good brand name but it gives a very normal new scheme. Hutch lies at a place where it gives moderately good scheme and is considered a good brand. And Reliance lies low at giving new good scheme as well as brand name is not good. So the customers, who look for a new good scheme and brand name does not matter, can go for Idea.

0100090000032a0200000200a20100000000a201000026060f003a03574d46430 1000000000001007546000000000100000018030000000000001803000001000 0006c0000000000000000000000350000006f0000000000000000000000bc4100 001734000020454d460000010018030000120000000200000000000000000000 0000000000ec130000c8190000d8000000170100000000000000000000000000 005c4b030068430400160000000c000000180000000a00000010000000000000 00000000000900000010000000870f00004c0c0000250000000c0000000e00008 0250000000c0000000e000080120000000c00000001000000520000007001000 001000000a4ffffff00000000000000000000000090010000000000000440002243 0061006c00690062007200690000000000000000000000000000000000000000 0000000000000000000000000000000000000000000000000000000000000000 002500149525001000000078982500f8952500e4504e607898250070952500100 00000e09625005c9825008a4f4e6078982500709525002000000080e055627095 25007898250020000000ffffffffbc538400fbe0556224000500ffff0180ffff01805fff0 180ffffffff006f0300000800000008000069034e620100000000000000580200002

FINDINGS
On the basis of research there are following findings may be exploited: Now it is time of vast competition of telecommunication industry. No one is perfect now a days. AIRTEL is more bigger player in this industry and obliviously in the Bareilly region after that BSNL is there and now a days IDEA is also in growth of telecommunication Most of people are having more than two cells for themselves People are not satisfied with the billing system of postpaid mobiles and they are excited with the tariff plans and messages cards for SMSs Some people are using CDMA sets for roaming facility. Many people use internet through mobile. People are using Bluetooth device for more ease Incoming facility is good and customers take facility of this. Customers are more interested towards Value Added Services. Customers are using GSM technology for GPRS/Internet

Most of the Customers have more than one connection and one connection with Life Time validity for only incoming purpose.

Mobile Operators does not have a perfect Customer Care System. Customers have to wait for a long period to contact with customer care Representatives.

Customers have a big problem of Over Billing.

Youths are more interested

The charges of Value Added Services are very high so customers are not using these services at expected level.

Maximum users are male, the number of female users is growing up. Most of the operators have been properly established in metro cities.

Most of the operators do not have their coverage in urban area of India.

There is very less impact of education on the use of mobile services. The profession of person also has very less impact on mobile usage. Most of the persons are using mobile services.

Presently there are fewer customers who want internet services on mobile, but still this number is growing on.

Most of the consumers are not satisfied with the tariffs provided by their mobile operators.

But now the operators are more concentrated towards urban area.

Customers prefer GSM in comparison of CDMA. Customers have no more interest in postpaid connection they prefer prepaid connection.

In the overall satisfaction, Tata Indicom and Bharti Airtel are just marginally above TRAI benchmark of 90 percent.

Regional and incumbent operators have seen a significant drop in satisfaction levels.

Maximum improvement is seen in Tata Indicom whereas maximum deterioration is seen in BSNL.

In metro Circle, AirTel is the clear leader and is the only operator to cross the TRAI benchmark and all the other operators are well below the cut-off. BSNL stands at number two whereas Reliance and Idea are at the lowest levels. The Survey shows that there has been a large-scale drop in satisfaction of the subscribers with respect to most service providers. Businessmen are more interested towards Postpaid Connection in comparison of other professions. Solutions of the problems take more than 24 Hrs. Excepting Airtel other operators have the problem of Busy Network There is need of technical updating for a require standard of service for all operators. Bharti Airtel is an Innovative company in telecommunication Industry Customers are not more aware about the new schemes and tariffs of companies.

SUGGESTION

Suggestions are valuable which play a vital role in any area of Business. They not only help to develop the product but also enable it to stay in Tune with the changing tastes and preferences of customers. There should be proper management of telecommunication devices which will be more compliable for customer loading case of Airtel There must be local Service Point. The Complaints must be attained with the period of 24 hours in Airtel specifically. Airtel services should to give more emphasis on internet and voice quality and other facility also. The employee should make better relation with customer. The company should conduct seminar and awareness program of telecommunication services. Emphasis on better advertising by services. Take feedback with customer time to time for improving their services. Improving there services and makes better relation with customer. Communicate with customer for knowing the problem of customer in respect with services. Improve services by the customer care. There must be more technical support to customers. The company must focus on Low Usage Sites

 There must be a proper management to distribute new connections and tariffs The company must have take action regarding to unwanted or promotional SMS which disturb the customer. All operators have been established in metro cities so it is the time to focus on urban area. There must be some concession in the roaming charges so that customer can also use services in roaming. They must have to start benefit on incoming like new growing company Virgin. Number of towers must be increased to avoid the network problems and to increase the service area. There must be individual focus on every distributor and retailer by doing it company can get a strong market Value added services should be designed in such a way that they facilitate the customer, not disturb him. Bill must be more descriptive so that customer can understand his usage pattern. The bill must be accurate so there must be some regular maintenance of the system. There must be some forum provided by operators where customer can get a quicker solution of his problems. The number of outlets must be increased so that customer can get all the services and facilities easily. There must be some strictly defined rules for the identification of the customer so that it will relief the customer, otherwise it can lead to

disconnection of services.

CONCLUSION

The conclusion of my research report is that none is best one in telecommunication services. Idea is growing vastly time to time It is found in the research the tata indicoms is not as good due to voice unclearity. Generally BSNL customer faces more discomfort with network, it is due to overloading of customer base and relatively lack of machines and management. At this time Airtel is good and it may be said that its leader of this time. Some new services are now coming as virgin. Reliance is also good in the area and launching new schemes also.

LIMITAION
(1) PAUSILTY OF TIME The busy schedule of the contact person is each of the Divisions of the company failed to provide enough time to me to discussion.

(2) CONFIDENTIALITY

The company withheld a loot of information which they termed as confidential, as a result of which secondly data had to be reviled upon.

(3) TIME CONSUMING

The exhaustive nature of the project comprising of 3 divisions of the company took plenty amount of time in analysing and prosecuting the report.

(4) PROBLEMS IN COLLECTING DATA

Since the feedback of the customers was done through Questionnaire major limitation was unavailability of customers thus leading to highly low success rate. Most of the customers were so furious that they refused to part with any information. Employees of company were so furious that they dont interested in giving any information about broadband.

BIBLIOGRAPHY

Data from Bharti Airtel (Bareilly Branch) Data from Idea Cellular (Bareilly Branch) Data from Vodafone (Bareilly Branch) Data from BSNL (Choupula Exchange, Bareilly) Web Sites o www.ideacellular .com o www.airtel.com o www.relianceinfo.com Research Metholodgy C.R.Kothari Business India Business Today

ANNEXURE

QUESTIONNAIRE

NAME- . AGE-.. GENDER-.. OCCUPATION. - .. EDUCATION-.. CONTACT NO.-..

Q1. Do you have any mobile? a) YES B) NO

Q.2 Which Mobile service do you use? A) CDMA b) GSM

Q3. Which operation/service you prefer in GSM? a) C) BSNL AIRTEL B) D) IDEA VODAFONE

Q4. Are you satisfied with the billing system of your company?

A)

YES

B)

NO

Q5 Are you interested in internet facility provided by mobile operators? A) YES B) NO

Q6. For that which company you choose? A) C) AIRTEL IDEA B) D) BSNL VODAFONE

Q.7. DO you use the life time or great incoming facility? A) YES B) NO

Q.8 Do you have more than one Mobile? A) YES B) NO

Q.9 By which you make call? A) C) E) AIRTEL RELIANCE TATA B) D) BSNL IDEA

Q.10 Are you satisfied with tariff rate of recharge voucher of your mobile phone service? A) YES B) NO

Q.11. Are You Satisfied with the customer care service provide by your mobile operator? A) YES B) NO

Q.12 Which of these Services You Use Frequently? a) SMS Facility b) Roaming c) Ring tone/Caller tune Download

d) Text SMS Chatting g) Voice Mail i) MMS

e) GPRS/Internet f) Cricket Scores

h) Entertainment Jokes, Horoscopes, Fun Games etc. j) Mobile Banking k) Contests/Promotions

l) Ticket Booking Air/Raileays

Q.13 Any suggestion for your mobile company .................................................................................................................

................................................................................................................................................

Online edition of India's National Newspaper Tuesday, Apr 27, 2008

Airtel tops in customer satisfaction: TRAI

COIMBATORE: The services of Airtel (Tamil Nadu circle-excepting Chennai) has been rated highest among the private cellular operators for the quality of service and customer satisfaction for the period October-December 2003. The rating has come from the most comprehensive survey by TRAI and IMRB, a release from P. Swaminathan, CEO and Director Mobility-Southern Region, Bharti Cellular, said. The survey took into account the factors such as fault clearance within 24 hours, call drop rate, percentage of connections with good voice quality and billing complaints. Airtel had scored the highest in both the objective as well as the subjective quality of service assessment making Airtel, a benchmark in the private cellular service industry in the rest of Tamil Nadu, the release claimed.

Bharti Airtel Passes 75 Million Customer Landmark India's Bharti Airtel has announced that its customer base had crossed the 75 million customers mark making it the largest integrated telecom company in India. The subscriber figure includes customers from all business units of the company mobile services, telemedia services and enterprise services. With 72.07 million mobile customers as of end of July 2008, Bharti Airtel further cemented in position as the 4th largest in-country mobile operator in the world. Commenting on this landmark for the company Mr. Manoj Kohli, CEO and Jt. MD, Bharti Airtel said, We are happy to have achieved this milestone of being the largest integrated telco in the country, in customer terms. For us, the benchmark of real leadership is customer delight and would like to thank all our customers for placing their faith in us. For Bharti Airtel, it has been a journey of constant innovations and ensuring customer satisfaction through world-class services. Going forward, it will be our endeavour to reinforce the journey towards becoming the most admired brand in India by 2010, loved by more customers, targeted by top talent and benchmarked by more businesses. he added. The company had crossed the 60 million customer mark in February 2008 and the 50 million customers mark in October 2007 making it one of the fastest growing telcos in the world.