SUMMER TRAINING PROJECT ON

IMPACT OF AIRCEL ON THE OTHER COMPETITORS OF TELECOM INDUSTRY

In R.K AIRCEL DISTRIBUTOR

Submitted to Chandraprabhu Jain college ,Narela Delhi for the partial fulfilment for the award of degree Bachelor of Business Administration(Computer Aided Managment) (three-year full program course) ( 2009 to 2012)

Under the Supervision of: Mrs. Urvashi Sharma

Submitted By:Name: Melvyn Yadav Class:BBA(CAM)3rdSem. Roll No. : 04621501909

Guru Gobind Sinhg Indraprastha University

DECLARATION
I, MELVYN YADAV, Roll No.04621501909, BBA(CAM) student in CHANDRAPRABHU JAIN COLLEGE OF HIGHER STUDIES,DELHI hereby declare that the summer training report entitled IMPACT OF AIRCEL ON THE OTHER COMPETITORS OF TELECOM INDUSTRYis an original work and the same has not been submitted to any other institution for the award of any other Degree. The interim report was presented to the supervisor on 30th SEP 2010. The feasible suggestions have been duly incorporated in consultation with the supervisor.

Presentation Incharge

signature of the candidate

Countersigned

Director of the institute

PREFACE
In order to achieve positive and concrete result with theoretical concept the exposure to real life situation existing in corporate world is very much needed. In todays scenario the practical knowledge in education especially in professional courses is very essential.

Summer training for 60 days in BBA(CAM) course and study content of such a practical knowledge builds the student confidence and introduce them with their ability. I was interested in IMPACT OF AIRCEL ON THE OTHER COMPETITORS
OF TELECOM INDUSTRY. so I have done my training in R.K AIRCEL

DISTRIBUTOR in its MARKETING DEPARTMENT Department to know theIMPACT OF AIRCEL ON THE OTHER COMPETITORS OF TELECOM
INDUSTRY

ACKNOWLEDGEMENT

In order to achieve something concrete, there in continuous need of guidance, inspiration & help. For all these aforementioned sections of my work that tends towards in the successful study of costumer satisfaction in DELHI .

It is humble attempt to sketch the contribution of all these persons who have directly or indirectly given their precious time & help along with project guidance for carving this report in the following shape.

I also thank my project guide Urvashi Sharma,Delhi for the valuable support.

MELVYN YADAV

TABLE OF CONTENTS

S. No. 1 2 3 4 5 6 7 8 9 10 11 12 13

TITLE Introduction Executive summary Objective of the study Company profile Research methodology Research Design Observation & Analysis Conclusion Limitations Suggestions Recommendations Bibliography Questionnaire

INTRODUCTION

INTRODUCTION

The

Aircel

Group

is

a of

joint

venture

between

Maxis Hospital

Communications

Berhad

Malaysia

and Apollo

Enterprise Ltd of India, with Maxis Communications holding a majority stake of 76%which is really good for the new entrants like aircel.

Aircel commenced operations in 1999 and became the leading mobile operator in Tamil Nadu within 18 months. In December 2003, it launched commercially in Chennai and quickly

established

Aircel is a mobile phone service provider in India. It offers both prepaid and postpaid GSM cellular phone coverage throughout Kerala, Tamil Nadu (including Chennai), Andhra Pradesh, Assam, North East India, Orissa, West Bengal (including Kolkata), Jammu and Kashmir, Bihar , Himachal Pradesh & Mumbai. Aircel was founded by NRI businessman C Sivasankaran.

It is Indias seventh largest GSM mobile service pr ovider with a subscriber base of over 17 million. It has a market share of 6.3% among the GSM operators in the country.

As on date, Aircel is present in 11 telecom circles (Assam, Bihar, Himachal Pradesh, Jammu & Kashmir,Kerala, North East, Orissa, Tamil Nadu, Karnataka, West Bengal, Delhi) and with licences secured for the remaining 10 of the 23 telecom circles.

Additionally, Department

Aircel of

has

also

obtained

permission to

from

Telecommunications

(DoT)

provide

International Long Distance (ILD) and National Long Distance (NLD) telephony services. It is also a category A ISP Aircel Business Solutions (ABS), part of Aircel, is an ISO 9000 certified company. ABS is a registered member of WiMAX forum both in the Indian and International Chapters. ABS product range includes enterprise solutions such as Multi Protocol Label Switching Virtual Private Networks (MPLS VPNs).

Voice over Internet Protocol (VoIP) and Managed Video Services on wireless platform including WiMAX.

Aircel has won many awards for its services. Aircel got the highest rating for overall customer satisfaction and network quality in 2006 by Voice and Data.

Aircel was rated as the top mid -size utility company in Business Worlds List of Best Mid-Size Companies in 2007. Moreover, Aircel has been selected as the best regional operator in 2008 by Tele.net.

Aircel is headed by shahid mustafa who was asked to leave Hutchinson Essar Ltd - Mumbai

Aircel are one of the sponsors of the Indian Premier League Cricket Team Chennai Super Kings captained by Mahendra Singh Dhoni.It is also the sponsor for Professional Golf Tour of India from 2009 onwards.

10

EXECUTIVE SUMMARY A small, sincere and dedicated step towards the fulfillment of my responsibilities and duties ensured me a giant leap to accumulate knowledge and real life exposure to business during my summer training period. My first experience of the corporate world started with a well reputed company in telecom industry, AIRCEL LIMITED. The project assigned to me was challenging and very knowledgeable from the marketing point of view In relation to the project titled, Market Research on Brand Preference of Students in Telecom Industries, I prepared a questionnaire consisting nine questions. I met many students in the campus of those institutes visited and got th e questionnaire filled by then. The whole procedure took 30 days to get completed. The purpose of this project was to find the liking and disliking of the youth customers regarding different brands. In fact the company had launched YOUTH PACK that is the new

connection plan of Aircel. This plan had been introduced for targeting the youth segment. Since most of the yout h are college goers.

11

This plan was available in the market for Rs. 120 -150 depending upon the bargaining capacity of the customer as well as market location. The M.R.P. of this plan was Rs.299.This plan has the three months validity. It used to give tal k value of Rs 100 for AtoA calling and of Rs 30 for A to Other calling. The research brought out the fact that why Aircel is liked or disliked. The cause of liking was its strong network coverage that facilitates the uninterrupted calling anywhere even in the remote areas of the city while the cause of disliking was its costlier call rate in comparison to other brands.

12

OBJECTIVES OF THE STUDY

13

OBJECTIVES OF THE STUDY

The major objectives of my research projects are as follows:

To analyze the impact of Aircel on the other telecom industry.

To analyze the satisfaction level of customers from Aircel.

To study the factors which influence the customer to use Aircel.

To identify the major problems faced by users of Aircel in Agra.

14

COMPANY PROFILE

Aircel Limited

Type Founded Headquar

Private 1999

Chennai, India ters Key Gurdeep Singh, COO people Industry Telecom Mobile Products Telecommunication operator Website http://www.aircel.com/

15

Furnishing information, Aircel Chief Operating Officer Gurdeep Singh said the company has kick -started the service to serve customers of both the states.

The local calls for the first one minute would be charged at Rs 1, while at the second and third minute, the calls would be charged at 60 paise and 40 paise respectively. No roaming charges would be applicable for UP, he added.

The STD calls from Aircel to Aircel would be charged at 50 paise per minute, while its locals calls and SMS would be free of cost.

The company has already launched its services in Tamil Nadu, Assom and Nothern Eastern states, he informed

16

VISION

By 2010 Airtel will be most admired brand in India: Loved by more customer Targeted by top talent Benchmarked by more talented people.

MISSION Customer Service Focus Empowered Employees Innovative Services Cost Efficiency

17

E Recharge TOP UPS Denomination (Rs.) 10 25 50 100 200 300 500 786 Talk Value(Rs.) 7.07 20.67 43.33 90.66 181.32 300 500 786* Validity (Days) 0 0 0 0 0 0 0 0

* free 214 local Aircel to Aircel minutes valid for 30 days Rate Cutters MRP (Rs.) Talkvalue (Rs.) Special Benefits for 30 days (Rs./min)

18

15

STD: Bihar Delhi & Punjab :1.00 STD: Mumbai, Maharashtra & Goa : 1.00 Local: Aircel to Aircel :0.10(11PM to 7AM) Local: All calls :0.50 STD: All India:1.00 ISD: Nepal : 6.99 Local:

18

19

29

30

35

49

Aircel to Aircel :0.25 Aircel to Aircel :0.10(11PM to 7AM) Other calls:0.50 Special ISD Malaysia & Singapore: 3.00 Saudi Arabia, Bahrain & Qatar: 7.00

70

Oman-8.20,SriLanka: 5.50 China & SouthKorea: 4.00 US/CAN (except Alaska, Hawaii & Guam): 2.00 US(Others): 5.00 UK(Fixed): 3.75 Pick your minutes Rate Cutters

19

MRP (Rs.) 11

Talkvalue (Rs.) 0

Special Benefits for 30 days (Rs./min) Local: 25 Aircel to Aircel local minutes Local: 100 Aircel to Aircel local minutes Local: 175 Aircel to Aircel local minutes Local: 100 Local minutes STD: 65 STD minutes. Local:

31

45

55

65

79

100 local Aircel to Aircel minutes 100 Other local mobile minutes

SMS MRP (Rs.) 27

Talkvalue (Rs.) 0

Special Benefits for 30 days 300 local & National SMS

The call duration is measured with accuracy up to +/- 1 second as per TRAI Regulations. Call charges are calculated based on the call units which are calculated by dividing call duration by the pulse rate defined in the Tariff Plan.

20

Music on Call Introducing Aircel Service Now listen to music of your choice from the list of hit numbers without any interruption with Aircels new "Music on Call".

Aircel pocket Introducing Aircel

internet Service Non-stop downloads of your favorite stars' Wallpaper, latest Polyphonic Ringtones, MP3 tones, True tones, Music Videos,

Voice Station Introducing Voice Station Service Aircel 55500 service offers you a host of never before services from music on your

Subscription Services Introducing Subscription Services User Receives Daily News Headlines Plus Breaking news when ever there is a breaking news...

21

mobile to tit-bits about celebrities....

Multimedia Messaging Service (MMS) Introducing MMS Service Multimedia Messaging Service (MMS) is a store and forward messaging service that allows mobile subscriber to ...

Missed call alerts Want to know who called you when your mobile was switched off or out of coverage area ?? Aircel brings you missed call alert service.

Live Astrology Dialer Tunes Let your mobile sing with some exciting tones.. Dailer tunes from the latest movies.... Astrology service on short code 55315 is a voice based LIVE SERVICE, talk to formally trained & experienced ASTROLOGERS.

22

Doctor On call 'Doctor-on-call provides access to quality medical advice from the comfort of your home/ office....

23

SWOT ANALYSIS OF AIRCEL COMMUNICATION

Swot analysis is done to know about the factors, which are helpful for company to know about their current position in the existing market.

It helps company to know about their strength on which success of the firm relies, it helps the company to know about their trailing point which are the basic cause for company degradation.

It also enables to suggest new areas where company can flourish and can serve its purpose of marketing profit.

Whereas it also speaks about the prevailing threats which can prove it self as abstracts in the pathway of success of company.

24

SWOT ANALYSIS

25

STRENGTHS

Large coverage in U.P Customer focus Budgetary plans Cost advantage Attractive & cheaper V.A.S Large network transmissions with own channel

WEAKNESSES

Poor network coverage on highways Billing problem Dissatisfied customer base advertisement Poor customer care survives

26

OPPORTUNITIES

Increasing coverage at wide network Developing new sectors New tariff plans Distribution channel maintained

THREATS

Increased no. of competitors Loosing customer faith Unable to provide SIM in market due to CDMA technology Customer dissatisfaction due to poor customer survives

27

28

THE MILESTONES OF AIRCEL MALAYSIA

January: Maxis launched the FIRST in Malaysia Push To Talk service that enables mobile users to communicate with one or more parties, simply by pushing a button on their handsets.

February: Maxis was the FIRST to launch Background Music for mobile phones. This service allows personalised background music to be played during a conversation between mobile users.

March: Maxis completed its USD1.08 billion acquisition of a 74% stake in Aircel Limited (Aircel). April: Coverage of theMaxis3GservicewasexpandedtoJohorBahru,Johor.

29

May: Maxis became the main broadcast sponsor in Malaysia for the FIFA World Cup 2006. Maxis provided an unprecedented World Cup experience to Malaysians by bringing for the FIRST time all 64 matches LIVE on TV and offering customers free daily World Cup result alerts.

Main broadcast sponsor for FIFA World Cup 2006 First to launch Background Music 26 Annual Report2006 June: The Companys 19th Annual General Meeting was held in Kuala Lumpur on 1 June 2006. The Maxis Scholarship for Excellence was presented to 3 scholars Ms Ananthi Ramiah, Mr Boo Kian Seng and En Abdul Aziz Abu Bakar.

30

July: Ultimate Phone Backup service was launched, enabling subscribers to back-up and restore their phonebook as well a s SMS and MMS messages in our secure virtual safety box. Maxis launched the Industry Development Programme (IDP). An initial investment of over RM0.7 million was made on 3 Research projects 2 with Malaysian Multimedia University and another with University of Malaya.

August: Hotlink brand was refreshed and repositioned as the defacto infotainment channel for youths and young professionals. Music Unlimited, a fully-integrated music portal, was launched offering more than 100,000 mobile tunes, makin g Maxis one of the leading music retailers in Malaysia.

31

September: UniFun, the 1st one stop Mandarin WAP portal and website, was launched offering services ranging from news, and entertainment to music, games, blogs and jokes. Maxis became one of the fi rst in the world to use HSDPA (High Speed Downlink Packet Access), a high -speed Upgrade of the 3G network, for a large scale roll -out of residential broadband services.

October: Hotlink introduced two new rate plans, Total Plan and Easy Plan to better serve customer needs and requirements. Maxis joined the Fixed-Mobile Convergence Alliance to steer towards realising its vision of convergence and seamless communications services between fi xed and mobile networks. Maxis was voted Malaysias Most Admired Company in a survey by Wall Street Journal Asia.

32

Milestones 2006 One of the First in the world To provide residential HSDPA broadband Services

November: 3G service coverage was expanded to Kuantan, Pahang and the entire Penang island. Residential broadband service was launched in selected areas in Penang. We launched Maxis TV, a mob ile TV service that now offers more than 30 TV channels ranging from n ews and Entertainment to sports and radio. Maxis was also the FIRST to introduce an electronic programming guide and Channel switching capability, Easy Switch. Maxis partnered with CIMB Bank, Maybank and RHB Bank to offer prepaid registration to customers via the Respective banks internet banking portal

33

December: The mandatory prepaid registration exercise was completed with the Company achieving a total of 84% Registered subscribers.

The Six Sigma program was launched company-wide for quality enhancements, cost reduction and continuous improvements.

Maxis 3G service was expanded to Kuantan and the entire Penang Island Aircel crosses half-million subcriber mark in North East

34

IN INDIA October: Aircel became the FIRST cellular operator in Tamil Nadu to cross the 3 million subscriber mark. Aircel Business Solutions became the fi rst operator in India and one of 5 global operators to launch WiMAX technology in Chennai.

Chennai operations moved into its new and bigger offi ce at the Poonamalle High Road as part of its plan to provide better service to customers.

North East region crossed the half -million subscriber mark in its first year of operations.

35

Milestones 2006 November: Club Grand, a FIRST of its kind loyalty programme in India, was launched. It offers retailers personal accident coverage. Medi-claim and theft insurance in addition to a host of performance-based incentives.

December: Aircel received 14 new Unified Acc ess Service Licences from the Department of Telecommunications (DoT). Republic of India and can now operate in all 23 telecom circles in the country. Chennai operations surpassed the 1 million subscriber mark. Aircel obtained approval from DoT, to pro vide International Long Distance and National Long Distance telephony services. GSM cellular services were rolled -out in Himachal Pradesh and Bihar circles.

36

BUSINESS STRATEGY

Aircel Limiteds strategic objective is To capitalize on the growth opportunities that the Company believes are available in the Indian telecommunications market. Consolidate its position to be the leading integrated

telecommunications services provider in key markets in India, with a focus on providing mobile services The Company has developed the following strategies to achieve its strategic objective: Focus on maximizing revenues and margins; Capture maximum telecommunications revenue potential with minimum geographical coverage; Offer multiple telecommunications services to provide customers with a "one-stop shop" solution; Position itself to tap data transmission opportunities and offer advanced mobile data services; Focus on satisfying and retaining customers by ensuring high level of customer satisfaction; Leverage strengths of its strategic and financial partners;

37

Mobile Division

Aircel Limited vision for its mobile business is To make mobile communications a way of life and be the customers first choice. The mission is to meet the mobile communication needs of the customer through 1) error free service 2) Innovative products and services and 3) cost efficiency.

The

Companys

strategic

objective

is

to

consolidate

its

leadership position amongst the mobile servi ce providers in India. The Indian mobile market, according to the COAI, has increased from approximately 1.2 million subscribers as of March 31, 2009 to approximately 08.65 million subscribers as of January 31, 2010. Despite this rapid growth, the mobile penetration rate in India, at approximately 3.8% as of January 31, 2010, is significantly lower than the average mobile penetration rate in other Asian and international markets.

38

The number of mobile subscribers in India is expected to show rapid growth over the next four years. It is projected at 10 million by COAI and 14 million by Gartner. Aircel Limited believes that the demand for mobile services in India will continue to grow rapidly as a result of the following factors: Lower tariffs and handset prices over time; Growth in pre-paid customer category; Greater economic growth and continued development of India's economy; Higher quality mobile networks and services; and Greater variety and usage of value added services. Aircel Tele-Ventures, through its subsidiary has the licenses to provide GSM services in all the twenty-three telecom circles in India. It proposes to consolidate all its subsidiaries providing mobile services under Aircel Cellular Limited.

39

CO-LOCATION

Customers can make use of our state -of-the-art infrastructure by co-locating their server at our Internet Data Centre. With our co-location services, you not only rent space at one of the best data centers but avail 24x7 monitoring, maintenance and administrative support as well. Our co-location services have the flexibility to grow in

accordance with growth in your online business.

40

SATELLITE SERVICE

Aircel Enterprise Services provides you connectivity where ever you take your business Our Satellite Services bring you the benefits of access in remote locations. Aircel Enterprise Services is a leading provider of broadband IP satellite services and DAMA/PAMA services in India. Our solutions support audio, video and voice applications on demand. This is to help you run your business @ ease. Satellite Services include PAMA/DAMA BIT Internet VPN Satellite based IPLCs for redundancy reasons

41

NETWORK QUALITY AND ADVANTAGE

Aircel has introduced India's first Dual Band Network. This means now it has two bands (900 MHz and 1800 MHz) to carry calls. Thus minimizing network congestion even during peak hours and in high traffic areas. The Dual Band Network optimizes Aircels current spectrum, thus offering: Enhanced capacity to ensure better connectivity Quick call set up Seamless coverage Improved indoor coverage Voice quality enhancement No call drops Aircel has also been among the pioneers in launching Enhanced Data Rates for Global Evolution (EDGE*). EDGE* is a 3G technology that delivers broadband -like data speeds to mobile devices. It allows consumers to connect to the Internet and send and receive data.

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BUSSINESS TOOLS AND SOLUTION

Aircel Mobile Services brings the advantage of customized Business Tools and Solutions tailor-made to the requirements of the Enterprise customer. This gives Enterprises the convenience of being conn ected to the world, both for work as well as their personal requirements.

MOBILE OFFICE

Staying in touch when on the move with Mobile Office. Access e-mails on handsets or laptop/ PDA while on the move. Secure connectivity to e-mail accounts without backend

configurations. Available across all Aircel circles. Indispensable asset for traveling executives as it enables them to be in touch anytime and anywhere while roaming. Possible with a GPRS handset and an Aircel connection.

43

MULTI MEDIA MESSAGING (MMS)

Aircel has also made sending and receiving multimedia message possible. Just like SMS, subscribers can send and receive MMS on their GPRS enabled phone, from anyone anywhere in the world. They can also receive Multimedia Messages even if they do not have a GPRS/MMS enabled phone by simply logging on to www.aircelworld.com.

SMS DIRECTORY

Aircel has introduced the smart corporate way of communicating with colleagues and close business associates. Now theres no need to remember the mobile numbers/landline numbers of colleagues while on the move. By simply typing and sending their names to a specially defined short code they can get their contact numbers, instantly.

44

SALES AUTOMATION TOOLS

Aircel presents Sales Force Automation Solution - a customized menu based service. With this Enterprises can now manage their sales force operations through the click of a button. They can keep track of their sales force/their performance/and their requirements at any given point of time. Whats more? Even the sales force need not visit the office to send reports or provide market updates; they can simply do all these via their Airtel mobiles.

45

OTHER EFFECTIVE BUSINESS TOOLS

CORPORATE GROUP MESSAGING This feature allows users to send one SMS to multiple contacts, anywhere in the world. Users can create their own groups, communities in order to SMS all of them at the same time with reduced rates per SMS.

DIAL IN CONCIERGE SERVICE A new Aircel connection comes with special numbers. By simply dialing the relevant number from their phone book memory. Users can get information on Travel, Stocks, Restaurants, Florists, Car Helpline etc.

CALL CONFERENCING This service enables users to talk simultaneously with up to 5 other people at the same time. Its a great way to conduct business on the move.

46

ENTERPRISE INTERNET A Class - An ISP in India, Aircel Enterprise Services has go t Points of Presence (PoPs) in all the major business locations of the country. With thirty-four PoPs in Strategic business locations, Aircel Enterprise Services has been providing its customers with ubiquitous connectivity to the Internet. Aircel Enterprise Services has established a high speed Internet backbone of nxSTM-1 bandwidth across the country in a redundant mode. The Backbone is designed in two -tiers. Tier-1 consists of six Core PoPs which connect to the Undersea Fiber Gateway at Chennai.Tier -2 consists of twenty-eight PoPs which in turn connect to the Tier-1 Backbone. The undersea Fiber Gateway on Network i2i at Chennai peers with SingTel at the SingTel Internet Exchange (STIX) in

Singapore and USA at nxSTM-1 levels STIX has extensive peering arrangements with Tier 1 ISPs in USADomestically, Aircel Enterprise Services peers at the

National Internet Exchange of India (NIXI) at Delhi and Mumbai

47

COMPETITIVE STRENGTHS

Aircel Limited believes that the following elements w ill contribute to the Company's success As an integrated telecommunication services provider in India and will provide the Company with a solid foundation to execute its business strategy: Nationwide Footprint - As of January 31, 2005, approximately 99% of India's total mobile subscribers resided in the Company's twenty three mobile circles. These 23 circles collectively accounted for approximately 65% of India's land mass; Focus on telecommunications to enable the Company to better anticipate industry trends and capitalize on new

telecommunications-related business opportunities The strong brand name recognition and a reputation for offering high quality service to its customers; Quality management team with vision and proven execution skills; and the Company's strong relationships with international strategic and financial investors such as SingTel, Warburg

48

1. DELHI & NCR (properly working) 2 ASSAM 3. BIHAR 4. CHENNAI 5. ANDRA PRADESH 6. GUJRAT 7. HARYANA 8. HIMACHAL PRADESH 9. JAMMU & KASHMIR 10. KARNATAKA 11. KERALA 12. KOLKATA 13. MADHYA PRADESH 14. MAHARASHTRA 15. MUMBAI 16. ORRISA 17. PUNJAB 18. RAJASTHAN 19. SHILONG

49

20. TAMILNADU 21. UTTARPRADESH (EAST) 22. WEST BENGAL 23. UTTAR PRADESH (WEST) BOARD OF DIRECTORS

50

RESEARCH METHODOLOGY

51

RESEARCH METHODOLOGY

Marketing research is the process of collecting and analyzing marketing conclusion. information and ultimately arrived at certain

Management in any organization needs information about potential marketing plans and to change in the market place.

Marketing research includes all the activities that enable an organization to obtain the information.

This research is very important in strategy formulation and feedback of any organizational plan.

52

RESEARCH DESIGN:

The research design which has been used in the project report is descriptive research. This is right in nature & focuses attention on the following:

Formulating the objectives of the study. Designing the method of Data collection. Selecting the data. Collecting the data. Processing & analyzing the data. Reporting the findings. Suggestions & modification if any. Conclusion.

DATA COLLECTION:

53

METHOD OF DATA CIICOLLECTION

PRIMARY DATA

SECONDARY DATA

QUESTIONNAIRE

INTERVIEW

MAGAZINES

INTERNET

NEWS PAPERS

SAMPLING PLAN

54

SAMPLE UNIT: Greater Noida city SAMPLE SIZE: 80 persons SAMPLE SELECTION: Random, convenient

RESEARCH LIMITATIONS Time and cost constraints dictated the size of the sample selected. A large sample would have been more representative of the population..

Some of the interviews may not have led to accurate responses.

Interviewers biasness could have been introduced during personal interviews.

Sometimes the respondent was unwilling to reveal some data (e.g. frequency of changing connection in a year)

Many of respondents did not agree to personal interviews

55

because of lack of time.

DATA ANALYSIS & INTERPRETATION With an eye on the objective of the project a number of people that, I was interacted in Agra and the relevant data were collected. On the basis of the generated data our findings are as follows:

Market share of Aircel in Agra. Market share of aircel in Agra is approx 5%

2. Market share of pre-paid users and the post-paid users.

Inference: I found that 48 people were using the pre -paid service and on the other hand only 12 people were using the post paid service.

56

3. Major problems face by the consumers.

Inference: 53% people were said that high price is the main drawback, while 27% people were said network, 3% said about the roaming, 10% said about the connectivity, 5% said about the customer care and remaining 2% face the poor GPRS accessibility.

4. How long people are using the mobile?

Inference: 50% were using the mobile from past 1 year, 27% were using from past 6 months, 20% were using from past 2 years and above and only 3% were using from past 2 months.

57

5. Which one is the most powerful media in terms of advertisement is concerned.

Inference: 51% people were said that Television is the best medium of advertisement, 33% p eople said about the news paper, 13% people said about the hoardings and only 3% said about the magazines.

6.

Factors

which

constitute

the

good

service

provider.

Inference: 57% people were said that network is the main factor for a good service, 23% said about the reasonable price, 8% said about the customer care, 5% said about the post sale service, 3% said about the value added service (VAS), 2% said about the Global Pocket Radio System, and 2% said

58

about the roaming.

7. What people said about the network?

Inference: 50% people said that network is excellent, while 27% said tgat it is poor 10% said that it is fair and 10% also said that it is good, only 3% said that it is very poor.

59

8. People opinion about the roaming.

Inference: 25 people said that it is fair, 15 people said , it is good followed by 8 people said that it is excellent, 10 said it is poor and only 2 people said hat it is very poor.

9. People opinion about the customer care service.

Inference: 10 people said that is good, while 35 people were happy with it and said well (good), 5 people said fair, 9 people said poor and only one person said that it is very poor.

10. People opinion about the Global Pocket Radio System (GPRS).

Inference: 23 people said that it is good, 27 people said that it is

60

fair, 6 people said that it is poor, 4 people said that it is very poor and no one said that it is excellent.

11. People opinion about the Value Added Service (VAS).

Inference: 10 people said that value added service is excellent, 20 people said that good, 26 people said fair, 4 people said poor and no one said very poor about it.

12. People opinion about their Value for money.

Inference: 10 5 people said that it is excellent, 27% people said that it is good, 46% people said that it is fair, 10 % said that it is poor and only 7% said that it is very poor.

61

I collected data from about 300 respondents and from the response of different people I found the following trend regarding AIRCEL services.

Ques. Do you have mobile connection?

Interpretation-

From the following graph it is clearly understood that the

99% subscribers who had mobile connection.

62

Ques. If you have then which company.

No. of companies and it subscribers.

Interpretation- The following graph shows percentage of subscribers from the all company.

63

Ques: Do know AIRCEL product.

Interpretation- The following graph shows the percentage of subscribers who had knows about AIRCEL schemes.

64

Ques: Do you know AIRCEL VAS services.

Interpretations- The following graph shows the percentage of subscribers who has known VAS services.

65

Ques; If u gets 98 monthly rental for unlimited downloading then would you like it

Interpretations- the following graph has been shows the percentage of subscribers who has interested using mobile net if provided only 98 Rupees Unlimited down loading and surfing.

66

Ques : Do you like downloading surfing through the net or GPRS

Interpretations- the following graph will be shows percentage of subscribers who has interested using mobile net.

67

Ques: Do you like AIRCEL services compression to other?

Interpretations- the following graph shows percentage of subscriber who has like AIRCEL compression to other.

68

Ques: Which companies provide very cheap internet services?

Interpretation- the following graph shows which company provided cheep internet services.

69

Ques: Do you like an advertisement of AIRCEL?

Interpretations- the following graph has shows percentage of subscribers who has like advertisement of AIRCEL.

70

Ques: How Can AIRCEL satisfied your needs?

Interpretations-the following graph has shows percentage of subscribers satisfactions.

71

CONCLUSION

72

CONCLUSION

The conclusion is drawn from my research report in Aircel with the help of respondents feedback.

It is apparent through the study that to achieve the desired target, the mobile companies have formulated various

marketing strategies to meet their specific targets.

Even though AIRCEL plans are costing high as compared to Vodafone, Idea, Reliance,Airtel, Tata Indicom & B.S.N.L. it has still made its good market value.

Each player has a unique set of stren gths and weaknesses. Through the market survey it has become apparent that AIRCEL is leading the chart of providing services.

While others have concentrated on price -cutting, improving distribution & providing margin to the retailers

73

The conclusions are:-

Aircel provide quality service due to which it is steadily capturing the market.

Due to the brand name Aircel, its connections plans are giving a tough challenge to other.

Another good

thing

about Aircel

is

its

customer

care

department, which is responsible and prompt towards customer.

Aircel is preferred due to its strong network coverage.

All Aircel users are happy with its coverage but they want its call rate to be cheaper.

They have only one complain that the call rates are very high

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as compared to other cellular service provider.

The status of Youth pack that company has launched recently is that it is not doing well in market as it gives 1500 free sms only for Aircel to Aircel.

It also does not give the option of choosing five friends' number on which they can call on cheaper call rate.

This facility is being provided by Idea as well as Hutch. Thats why new users prefer Hutch and Idea to Aircel. On the whole Aircel cares for its customer and is becoming a benchmark in telecom services. It is gaining popularity among telephone users.

If all goes well then in near future Aircel will have the lions share in telecom industry.

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LIMITATION

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LIMITATIONS

As the time was less. So the survey couldn't be conducted in a larger area so there was a time constraint.

All the findings are based on the response given by the respondent, so any false information given by respondent could make the result wrong.

Some people didn't have enough time to fill up questionnaire.

Some people were tolerating to fill questionnaire and they were reacting as the survey is conducting for false purpose.

There was also a language problem. All the questionnaire was in English and many people didn't understand English as still in India only 67% persons are literate.

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SUGGESTIONS

78

SUGGESTIONS

Reduce Ca11 Rates.

Provide customers update information about tariff plans and schemes.

Emphasis on Customer Care.

Attention to rural market.

Increase coverage on highways and rural areas.

Proper contact with customer through the help of trade fairs, mega event and-road shows.

Complains should be handled quickly.

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RECOMMENDATIONS

80

RECOMMENDATIONS

Company should be emphasis on more effective advertisement

The most important task is that company should give its priority to coverage. If the company could cover home towns, cities and villages as mentioned in the brochure, the d emand of the Reliance India Mobile would get increased by day.

The company should enhance its awareness among many people by mobile road shows: outdoor advertising in local and national newspapers as well as more type of ads on prime time on television channels for different uses segments.

So that many people may come to know about the service and can become a subscriber of the company.

The policy or company should be simple. and bring more transparency.

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The company should up date marketing department in town offices for the benefit of the subscribers as well for the company.

Company should appoint some executives to make strong relationship with customer.

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BIBLIOGRAPHY

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BIBLIOGRAPHY

BOOKS:

Ko t l e r P h i l i p ; M a r k e t i n g M a n a g e me n t Kothari, C.R.; Research Methodology

I N T E R N E T:

w w w. g o o g l e . c o m w w w. a i r c e l . c o m

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M A G A Z I N E S & N E W S PA P E R S :

Business today Business India T h e Ti m e s o f I n d i a C o mp a n y c a t a l o g ue

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QUESTIONNAIRE

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QUESTIONNAIRE

Name: Address: Sir/mam you are requested to give the answers:

1. Do you use any mobile services connection? (i) Yes (ii) No

2. Which Company's service do you use? (i) Aircel Airtel (ii) BSNL (iii) vodafone (iv) Reliance (v)

3. What Type of connection do you have? (i) Pre-paid (ii) Post-Paid

4. Duration of using this connection?

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(i) 0-6 Month Years

(ii) 6-12 Month

(iii) 1-2 Year (iv)Above

5. For what purpose you are using your mobile? (i) Taking (ii) Messaging (iii) Internet (iv)Others

6. Connectivity? (i) Excellent Poor (ii) Good (iii) Average (iv)

7. Coverage in the City? (i) Excellent Poor (ii) Good (iii) Average (iv)

8. SMS services? (i) Excellent (ii) Good (iii) Average (iv)

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Poor

9. Tariff Plans? (i) Excellent Poor (ii) Good (iii) Average (iv)

10. Billing? (i) Excellent Poor (ii) Good (iii) Average (iv)

11. Customer s Service? (ii) Excellent (iv)Poor (ii) Good (iii) Average

12. Voice Quality? (ii) Excellent (ii) Good (iii) Average

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(iv)Poor

13. Internet Services? (ii) Excellent (iv)Poor (ii) Good (iii) Average

14. Any suggestion for Aircel? ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ ---------------------------------------------------------------------------------------------------------------

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