INDEX

1.

INTRODUCTION TO THE PROJECT

History of Internet. Internet Service Provider Internet Services Industry Service Sector Objectives of Research

01 - 46

2.

RESEARCH METHODOLOGY
Methods to be used

47 - 49

3.

LITERATURE REVIEW
Data collected Source wise theory explanation

50 - 69

4.

TABULATION AND CLASSIFICATION 70 - 84

Tabulation of findings Questionnaire wise classification & interpretation

5.

IMPLICATIONS AND SUGGESTIONS 85 87

Implication and Suggestions Limitations of the Project.

6. ANNEXURES 7. BIBLIOGRAPHY

88 - 90 91

EXECUTIVE SUMMARY
The objective of the research is to discover answer to the questions and find out the truth which is hidden and which has not been discovered yet.Before studying further we should understand the meaning of I.S.P. An Internet service provider (ISP, also called Internet access provider) is a business or organization that offers users access to the Internet and related services. Many but not all ISPs are telephone companies. They provide services such as Internet transit, domain name registration and hosting, dial-up access, leased line access and colocation. Generally, an ISP charges a monthly access fee to the consumer. The consumer then has access to the Internet, although the speed at which this data is transferred varies widely.Internet connection speed can generally be divided into two categories: dialup and broadband. Dialup connections require the use of a phone line, and usually have connections of 56Kbs or less. Broadband connections can be either ISDN, Broadband wireless access, Cable modem, DSL, Fiber Optics, Satellite or Ethernet. Broadband is always on (except ISDN that is a circuit switching technology), and varies in speed between 64Kb and 20+Mb per second.With the increasing popularity of file sharing and downloading music and the general demand for faster page loads, higher bandwidth connections are becoming more popular.

In the todays scenario, we all are well aware of various Internet Service Provider in Market and various services provided by them. The problem of this project is to study the market strategies of various Internet Services Provider in Jalandhar. In this study I will take the Internet services provided by various companies and they are:1. V.S.N.L 2. Bharti Airtel Ltd. 3. H.F.C.L. Connect 4. B.S.N.L OBJECTIVES OF THE RESEARCH 1. To study the market strategies of VIDESH SANCHAR NIGAM LTD. 2. To study the various services provided to customers by the company. 3. To study the customer review and their satisfaction level. 4. To understand the various problems faced by customer.

RESEARCH METHODOLOGY Universe :- The Universe in this problem is the four Internet Service Providers operating in Jalandhar Category of Respondents :- The respondents which I will take into consideration for this study will be the Home Users, Coroporates and Local SMEs using the services of these ISPs Sampling Design :- The sampling design for the project will be Random Sampling Method. Size of Sample :- For solving the problem of the project I will take the views of 200 Respondents Research Approach :- Survey Method Data Collection Instruments :- The data Collection instrument will be questionnaires Source of Data :- Both primary and Secondry data will be the Source fo this study.

IMPLICATIONS Compared to the objectives of the project, the researcher found the following implications of the project: Studying the market strategies of various Internet Service Provider operating in Jalandhar made the researcher to look at various problem faced by the companies to stand themselves in market. It has also enabled the researcher to study their market structure and strategies and how they attract customer with new ideas The researcher after interacting with users come to know about the various services which ISPs are providing to their user to retain their user base and it also help the researcher in determining that how much is customer aware of the services of his ISP. Satisfying the customer is one of the major task or goal of every company so here the researcher has also studied the customer satisfaction level along with reviews of customer on various services of their service providers. It concluded that in most of the case either the customers are fully satisfied or fully dissatisfied there is no neutral point. Satisfaction of Customer also deals with satisfying the customer by eliminating its problem. Here in this research the Researcher had also tried to study the problem faced by customers and steps taken by company to solve those problems and even the time taken by company to solve those problems.

SUGGESTION Dedicated retention efforts like telecalling and personal visits to retain the customer at point itself. Resolving any query or complaint relating to connectivity, VAS or anu wrong commitment by the dealer or distributor . Giving regular schemes and additional facilities to customer to retain them. Providing the option for free safe custody of the customers account for him to remake his mind and convincing him meanwhile. Explaining in detail the various plans offered by the company and convincing and shifting him to a plan that best suits his requirements.

INTRODUCTION ABOUT THE RESEARCH

The objective of the research is to discover answer to the questions and find out the truth which is hidden and which has not been discovered yet. Before studying further we should understand the meaning of I.S.P. An Internet service provider (ISP, also called Internet access provider) is a business or organization that offers users access to the Internet and related services. Many but not all ISPs are telephone companies. They provide services such as Internet transit, domain name registration and hosting, dial-up access, leased line access and colocation. Generally, an ISP charges a monthly access fee to the consumer. The consumer then has access to the Internet, although the speed at which this data is transferred varies widely.Internet connection speed can generally be divided into two categories: dialup and broadband. Dialup connections require the use of a phone line, and usually have connections of 56Kbs or less. Broadband connections can be either ISDN, Broadband wireless access, Cable modem, DSL, Fiber Optics, Satellite or Ethernet. Broadband is always on (except ISDN that is a circuit switching technology), and varies in speed between 64Kb and 20+Mb per second.With the increasing popularity of file sharing and downloading music and the general demand for faster page loads, higher bandwidth connections are becoming more popular.

HISTORY OF INTERNET
The USSR's launch of Sputnik spurred the U.S. to create the Defense Advanced Research Projects Agency (DARPA) in February 1958 to regain a technological lead. DARPA created the Information Processing Technology Office to further the research of the Semi Automatic Ground Environment program, which had networked country-wide radar systems together for the first time. J. C. R. Licklider was selected to head the IPTO, and saw universal networking as a potential unifying human revolution. Licklider recruited Lawrence Roberts to head a project to implement a network, and Roberts based the technology on the work of Paul Baran who had written an exhaustive study for the U.S. Air Force that recommended packet switching to make a network highly robust and survivable. After much work, the first node went live at UCLA on October 29, 1969 on what would be called the ARPANET, the "eve" network of today's Internet. In December of 1970, Charles A. Petrik contacted the U.S. Navy and suggested that a special communications network, which the Department of Defense had built for use in the possiblitity of a nuclear attack, could also be used during peace time. Petrik convinced the military to connect the computers of the U.S. National Laboratories for scientific research purposes, and to allow these labs to get data to other labs faster, and safer. The first TCP/IP wide area network was operational by 1 January 1983 , when the United States' National Science Foundation (NSF) constructed a university network backbone that would later become the NSFNet. (This date is held by some to be technically that of the birth of the Internet.) It was then followed by the opening of the network to

commercial interests in 1985. Important separate networks that offered gateways into, then later merged into the NSFNet include Usenet, Bitnet and the various commercial and educational X.25 Compuserve and JANET. Telenet (later called Sprintnet), was a large privately-funded national computer network with free dialup access in cities throughout the U.S. that had been in operation since the 1970's. This network eventually merged with the others in the 90's as the TCP/IP protocol became increasingly popular. The ability of TCP/IP to work over these pre-existing communication networks allowed for a great ease of growth. Use of Internet as a phrase to describe a single global TCP/IP network originated around this time. The network gained a public face in the 1990s. In August 1991 CERN, which straddles the border between France and Switzerland publicized the new World Wide Web project, two years after Tim Berners-Lee had begun creating HTML, HTTP and the first few web pages at CERN. In 1993 the National Center for Supercomputing Applications at the University of Illinois at Urbana-Champaign released the Mosaic web browser version 1.0, and by late 1994 there was growing public interest in the previously academic/technical Internet. By 1996 the word "Internet" was common public currency, but it referred almost entirely to the World Wide Web.

Aside from the complex physical connections that make up its infrastructure, the Internet is held together by bi- or multi-lateral commercial contracts (for example peering agreements) and by technical specifications or protocols that describe how to exchange data over the network. Indeed, the Internet is essentially defined by its interconnections and routing policies. As of January 2006, over 1 billion people use the Internet according to Internet World Stats. With the emergence of the internet and recent high speed connections becoming available to the public, the internet has altered the way many people work in significant ways. Contrary to the traditional 9-5 workday where employees commute to and from work, the internet has allowed greater flexibility both in terms of working hours and work location. Today, many employees work from home by "telecommuting". The internet and the advent of blogs has given employees a forum from which to voice their opinions about their jobs, employers and coworkers, creating a massive amount of information and data on work that is currently being collected by the Worklifewizard.org project run by Harvard Law School's Labor & Worklife Program.

INTERNET SERVICE PROVIDERS

An Internet service provider (ISP, also called Internet access provider or IAP) is a business or organization that offers users access to the Internet and related services. Many but not all ISPs are telephone companies. They provide services such as Internet transit, domain name registration and hosting, dial-up or DSL access, leased line access and colocation. Internet hosting services run servers, provide managed hosting, and include the Internet connection Generally, an ISP charges a monthly access fee to the consumer. The consumer then has access to the Internet, although the speed at which this data is transferred varies widely. Internet connection speed can generally be divided into two categories: dialup and broadband. Dialup connections require the use of a phone line, and usually have connections of 56 kbit/s or less. Broadband connections can be either ISDN, Broadband wireless access, Cable modem, DSL, Fiber Optics, Satellite or Ethernet. Broadband is always on (except ISDN that is a circuit switching technology), and varies in speed between 64 Kb and 20 Mb per second or more. With the increasing popularity of file sharing and downloading music and the general demand for faster page loads, higher bandwidth connections are becoming more popular.

The history of Internet Service Providers is integral to the development of the formation of the modern internet, as well as the economic impact it had on the world. Commercial use of the Internet began in the early 1990s, with companies like MindSpring serving limited customers and connections starting in 1994. Many started out as small companies with home made software, and server facilities in their garages. Users would pay around $20 (11.50) to $40 (23) for a dial-up connection. Connection speeds ranged from 9.6 kbit/s to 14.4 kbit/s, and connections were unreliable. At the same time, larger companies such as CompuServe and America Online had their own networks and proprietary software for connecting - therefore CompuServe and AOL were separate networks from the Internet, and neither continue to exist. V.90 was developed in 1998, bringing download speeds up to 56 kbit/s. Larger companies began to offer Internet services, propelling acceptance of the Internet through advertising. Internet prices also began to stabilize. The price for a dialup connection became $19.95 a month. By the 2000s, the battle over broadband also began to appear. DSL, which was over phone lines, was an option for traditional ISPs. Cable companies also became ISPs by offering cable modem access. During the late 90s and early 2000s these technologies were in intense competition. Pricing, technology, and market share drove the Internet economy. Smaller ISPs however did not have access to the cable system and DSL was too expensive. Many small ISPs began using wireless technology to provide broadband access.

In 2000, The dot-com bust proved a serious threat to the established ISPs. Smaller ISPs offering low-cost internet served a major challenge, as well as an overall slump in the economy. Popularity of the Internet was still on the rise but the companies providing the services were finding a hard time breaking even. Many of the small ISPs still functioned as normal as they operated on revenues and not overinflated stocks. As of 2005, the larger ISPs are turning a profit, often through a combination of wireless, wired and content services, all subscription based. One major challenge in the near future is that of free wireless broadband access, possibly provided as a municipality.

INTERNET SERVICES INDUSTRY AN OVERVIEW

The state-owned Videsh Sanchar Nigam Limited (VSNL)

launched Internet Services in India in August 1995. For the first four years , VSNL was the sole provider of Internet Services in the Country. In November 1998, the Government ended VSNLs monopoly and allowed provisioning of Internet Services by Private Operators. The Terms and Conditions of the ISPs License were unusually liberal with no License Fee and allowed unlimited number of players. ISPs could set their own tariffs and even their own International Gateways. DoT issues three types of licenses Category A for all-India operations; Category B for metros and state - level circles, and Category C for medium and small cities (SDCAs). Presently there are 390 License holders, 64 in Category A and 135& 191 each in Category B and C. About 189 licensees have started their operations. The Internet is certainly a major phenomenon in India today. Everywhere one looks, the signs of its arrival and adoption are visible. In fact it is being universally recognized that as the Internet proliferates, so will E-Commerce and E-Governance and E-Business. It is, therefore, in our National interest to boost the expansion of Internet Services in the Country. This will also enable the citizens to avail of the benefits arising out of IT enabled services.

INITIATIVES BY THE GOVERNMENT

The New Telecom Policy, 1999 (NTP 99) stipulates targets in terms of establishing Telecom Network with a view to achieve tele-density of 7 per 100 by the year 2005 and 15 per 100 by the year 2010. The NTP 99 also stipulates targets for providing Internet Access to all District Headquarters by the year 2002. In addition, the Government has initiated various pro-active measures in the proliferation of the Internet Services in the Country. Some of the important initiatives are as under :

ISP License is one of the most liberal License, wherein no License Fee has been levied on the ISPs till 31st October 2003.Thereafter, a token license fee of Rs. One per annum is payable w.e.f. 1st November 2003. There is no restriction on the number of Service Providers in all the three categories i.e. A, B, C. ISPs have been permitted to set up International Gateways by having business arrangement with Foreign Satellites Providers and Collaborators. ISPs have been permitted to provide last mile access using Radio and Fiber Optics. ISPs have been permitted to provide ISP Services through Cable T V Infrastructure / Operators. The Government has initiated an ambitious plan to

developed National Internet Backbone (NIB) in the country.

100% FDI allowed through automatic route to the ISP (without gateways), 74% in case of ISPs setting up International Gateways. ISP's permitted either to set up or Submarine in Cable Landing with

Stations

singly

jointly

collaboration

International Undersea Bandwidth Carriers.

National Long Distance Services opened to private sector on non-exclusive basis. International Long Distance Services opened up to private sector on non-exclusive basis w.e.f. April 1, 2002 Implementation of IT Act, 2000. Internet Telephony Services opened up to ISPs w.e.f. April 1, 2002. De-licensing of W-LAN in 2.4 Ghz band using IEEE 802.11b technology Reduction of Performance Bank Guarantee by 50% for Category A & B ISPs and 33% for Category C ISPs.

Since 1995, a number of countries have permitted VOIP as a technology option to the classical PSTN as well as Internet Telephony so as to provide a cheaper alternative to classical PSTN calls. In India, the ISPs were allowed to offer Internet Telephony Services with effect from April 1, 2002. With the choice availability of Toll Quality (PSTN) and Non-Toll Quality options, Internet Telephony has thrown open Long Distance Telephony to those sections of Society, which could not afford the same earlier. Further, Internet Telephony is proving to be a key driver for local entrepreneurs to set up Community

Information Centers / Cyber-kiosks / Internet Dhabas, etc even in small towns and villages. In fact it has made distance learning, Tele-medicine and e-governance etc a reality in Indian context. More than 90 ISPs have been granted license for offering Internet Telephony Services. There has been a substantial growth in the Cyber Caf / Cyber Dhabas offering Internet Telephony Services. It is expected that Internet Telephony will provide fillip to the demand for network facilities including bandwidth, last mile access and other connectivity resources and bridging the digital divide within the Countr. However, an important issue needing immediate attention is tackling the Internet Telephony Grey Market which is estimated to be about 90 per cent of the total Internet Telephony market in India and requires concerted efforts by Government and industry. It is imperative that all leading ISPs including VSNL, BSNL and MTNL join hand to tackle the menace. Growth Rate During the first three years of VSNL monopoly, the Internet subscriber base grew very slowly. By the end of March 1998, it had barely reached 140,000 subscribers. The end of VSNLs monopoly changed things dramatically wherein, the entry of private players, unlimited and open competition, and the lowering of tariffs, among other factors, led to the phenomenal surge in the subscriber base growth. Between March 99 and

March 01, the subscriber base grew more than 200 percent per year, from 280,000 to 3,000,000. The following Table is indicative of the trends in the Growth of Internet subscriber base.
Month/ Year Aug' 95 Mar' 96 Mar' 97 Mar' 98 Mar' 99 Mar' 00 Mar' 01 Mar' 02 Mar' 03 Sep' 03 Dec' 03 Subscriber Base (Millions) 0.01 0.05 0.09 0.14 0.28 0.90 3.00 3.20 3.60 3.98 4.10

While the Government has been propelling India towards the Information Age and Convergence by announcing enabling Policies toward development and progress with an ultimate goal of Internet for All. However, the implementation of some of these policies have been beset with various operational, procedural & regulatory issues and supporting legal framework, which is inhibiting the reach and benefit of Internet to the masses in the Country. The declining growth rate of Internet Subscriber Base since April 2001 coupled with reduced inflow of

Capita Investment, is indicative of the serious maladies, which the Internet Industry is facing today. The growth rate in the subscriber base which was as high as 54% per quarter during the period Apr 99 to Mar 01 is on a constant decline and was of the order of 3-4 % during the quarters ending June, Sept & Dec 2001. It is, therefore, imperative that we review the Internet Scenario in India and identify and initiate effective steps to trigger a faster growth.

SERVICE SECTOR

In economics and marketing, a service is the non-material equivalent of a good. Service provision has been defined as an economic activity that does not result in ownership, and this is what differentiates it from providing physical goods. It is claimed to be a process that creates benefits by facilitating either a change in customers, a change in their physical possessions, or a change in their intangible assets. By supplying some level of skill, ingenuity, and experience, providers of a service participate in an economy without the restrictions of carrying stock (inventory) or the need to concern themselves with bulky raw materials. On the other hand, their investment in expertise does require marketing and upgrading in the face of competition which has equally few physical restrictions.Providers of services make up the Tertiary sector of industry. Service sector is a new frontier for marketing strategy. Service sector continues to be an ever more important part of the gross national product of developing and developed nations. Health Care, tourism, recreations, engineering, telecom, internet, education, financial services etc are vital to health and prosperity of every nation. Today the time has arrived when any company any sector can get competitive edge on others by providing uninterrupted services. Multidimensional development in Information Technology activated and energized by the developed countries has made ways of sophistication in almost all areas. The invention and innovation have been paving avenues for qualitative transformation almost in all areas. This has been successful in increasing the level of satisfaction of the customers. The

globalization and liberalization has opened new vitas for development of services generating organization. The intensity of the competition is found moving upward. The organizations active in enriching their strength have been found establishing an edge and compelling the weak organizations making final good bye. There for in present scenario companies are striving to make their services better to retain the customer because selling services is difficult from selling products.

FOUR Is RELATED TO SERVICE MARKETING

INTANGIBILITY

FOUR Is OF INSEPERABILITY SERVICE MARKETING INCONSISTANCY

INVENTORY
1. INTANGIBILITY: - Intangibility is an important consideration that

complicates responsibility of marketing manager, especially while influencing and motivating prospects and customers. The good of tangible nature can be displayed. The prospects of the buyer can have a look on them before making any decisions. Selling process is therefore easy. But services are intangible nature and therefore decision making process is complicated.

2. INSEPERABILITY: - This is also a feature which complicated the

task

of

professional

while

marketing

the

services.

The

inseparability focuses on the fact that the services are not separable in nature. Generally the services are created and supplied simultaneously. According to Donald Cowell Goods are produced, sold and then consumed where as services are sold and then produced and consumed.
3. INCONSISTANCY: - This aspect can infact touch various factors.

Services are not consistent in terms of existence, heterogeneity, availability. Say goods bought by us remain existent, durables, continue for a long time period. Non Durables for limited period. But services are non existent in nature. Similarly services can not be measured easily. There is an inconsistency. It may depend upon the mood of service providers.
4. INVENTORY: - Goods can be accumulated and inventory can be

maintained. But its not possible to make inventory of services. It is these four is that marketing of services is bit difficult. So it becomes very important for the marketer to overcome these Is.

EIGHT Ps OF PRODUCT MARKETING

EIGHT Ps

Main 4 Ps

Additional 4 Ps

Price Product Place Promotion

People Process Product

Physical Evidence

1. PRODUCT :-

Here we are considering the services as product

other wise also according to 10 Kohlel Any product can be consisted of there components i.e. Goods , Services and Idea. A product should be designed according to market needs.
2. PRICE :- Price is also one of the major factors related to the

marketing of services. The scenario has changed. Market dynamics is forcing the marketers to design the pricing policy of the competition

3. PLACE :- The services or the product marketing has major factors

of availability. To make goods and services freely available so that they are easily in reach of customer. What kind of distribution channel is involved in making assuring the availability?
4. PROMOTION :- Companies in service sector use different media for

promotions. Through in products selling also there is different media of promotion various advertising techniques and sales promotion campaign are being used. But in service sector customer involvement and customer relationship management plays a major role
5. PHYSICAL EVIDENCE :- As now days all the service providers are

opening their offices in all the major cities so that customers can easily reach of the companies.
6. PEOPLE :- As services are inseparable so satisfaction of the

customer form services also depends upon the people who are involved in providing the services.
7. PROCESS: - It takes a process to make a plant from a seed. So a

company who is providing services actually involves with the customers.

8. PRODUCTIVITY :- Productivity in services deals with providing a

huge bunch of services along with retaining the customer for the future course of action and to generate productivity.

TRAIS LATEST REGULATION ON ISPS

TRAI released Consultation Paper on "Issues Relating to Transition of IPv4 to IPv6 in India". As a continuation of its initiative for accelerating the growth of broadband in the country TRAI have issued a consultation paper to deliberate on various issues relating to transition from IPv4 to IPv6 in the country. The growing number of Always On Broadband connections will require a large number of IP addresses. It is felt that the current version of Internet Protocol (IPv4) may not be able to provide requisite address space. IPv6, which is next generation Internet protocol, has capacity to expand the available address space on the Internet enormously as well as having the capability to provide better QOS. In addition IPv6 is designed to promote higher flexibility functionality & enhanced security. The paper provides the necessary platform for discussing the various related issues like facilitating role of regulator, policy initiative required, need for national IPv6 test bed, establishing national agency for managing IP addresses and IPv6 transition strategy for service providers. In addition some of the examples of successful implementation from other countries have been included. This initiative of TRAI is to complement the efforts of Department of Information Technology (DIT) towards countrys transition to IPV6.

SOME INTERESTING FINDINGS BY SURVEY ON INTERNET

Over 78% of the Internet Users are in the age group 18-39

years and 75% of the Internet Users are Males.

The Capital Cities (New Delhi and Other State Capital) accounts for 79% of Internet Connections of the Country.

More than 86% of top Corporate Houses have endorsed that Internet and E-Commerce is an integral part of their corporate strategic framework.

Over 76 % of the Internet Users use E-mail Services

Over 61% of the Users Access Internet from school, colleges, place of work and Cyber Cafes while 27% access Internet from homes.

 Among the career conscious and education driven middle class, Internet is seen as critical to success in professional life.

There

are

approx

59

million

telephone

connections

(including Mobile) and 8.5 million PC base in India.

WHY MARKETING OF INTERNET IS REQUIRED

1. IMMENSE COMPETITION: -

Now a day there is immense competition in market. For making any product and services successful good marketing is very much required. If we consider the internet service sector few no. of players are there in market.
2.

RETAIN AND ATTRACT CUSTOMER :In order to retain the old customer base and attract new customers good marketing is required.

3. TO BOOST CUSTOMERS CONFIDENCE :-

As specified earlier intangible its very much required to build the confidence of customer so that he can decide for opting for the services of a particular internet service player.
4. PRICE WAR :-

As price war cant play a major role in this service sector because of TRAIs intervention and also its not beneficial for the service providers. So good marketing can help in getting more and more customers.

5. QUALITY OF SERVICE :-

To tell the customers about the various options available and provided by the internet service players its very much required that proper marketing of internet services should be there.

INTRODUCTION OF THE COMPANIES VIDESH SANCHAR NIGAM LTD.

The first Submarine Telegraph Cable from U.K. landed in Bombay in 1870, heralding the era of external telecommunications in India. The Eastern Telegraph Co. (ETC) of 1872 and the Indian

RadioTelegraph Co. (IRT) of 1927 merged to form the Indian Radio and Cable Communications Co. (IRCC) in 1932. The H.F. Radio telegraph made its appearance on the scene in 1927, followed by Radio telephony in 1933. Consequent to India's Independence in 1947, there were phenomenal the developments in her communication (OCS), a system and technology. The Government of India took over the IRCC, giving birth to Overseas Communications Service Government Department. The satellite era dawned in 1970. India also had, by 1982, wideband submarine telephone cable system and Troposcatter system in the external telecommunications network.On April 1, 1986, the Videsh Sanchar Nigam Limited (VSNL) - a wholly Government owned corporation - was born as successor to OCS. There were unexpected developments in mobile communications too. Now it is possible to communicate and do business with people on the move - on land, on the high seas or in the air, even while you are moving from one place to another. These developments also made possible safety through communications - during natural calamities like

flood or earthquake or man-made calamities like war, when conventional systems are thrown out of gear. Meanwhile, VSNL introduced Internet services in India in the year 1995. The new era of communications started towards the new millennium. In February 2002, the Government of India, as per their disinvestments plan, released 26% of VSNL's equity to a strategic partner. Consequently, VSNL was taken over under the administrative control of TATAs. It is under the Management of TATAs - India's best known industrial house-that VSNL is now charting its future course

Videsh Sanchar Nigam Limited (VSNL) VSNL was incorporated on April 1, 1986 under the Indian Companies Act , 1956 to take over the activities of the erstwhile Overseas Communication Services (OCS). The company operates a network of earth stations, switches, submarine cable systems, and value added service nodes to provide a range of basic and value added services.

VSNL's main gateway centres are located at Mumbai, New-Delhi, Kolkata and Chennai. The international telecommunication circuits are derived via Intelsat and Inmarsat satellites and wide band submarine cable systems e.g. FLAG, SEA-ME-WE-2 and SEA-ME-WE-3. The company's ADRs are listed on the New York Stock Exchange and its shares are listed on major Stock Exchanges in India. The Indian Government owns approximately 26% equity, M/s Panatone Finvest Limited as investing vehicle of Tata Group owns 45% equity and the overseas holding (inclusive of FIIs, ADRs, Foreign Banks) is approximately 13% as on 31 December 2002, the rest is owned by Indian institutions and the public. VSNL with its dedicated work force of about 2000 employees is committed to providing efficient and cost effective world class telecommunications services.

VSNL AND ITS EMPLOYEES

VSNL offers its employees careers and not jobs. The large numbers of employees with life tenure at VSNL testify to that. The secret to this loyalty lies in the following: Performance Based Culture: VSNL has a strong performance based culture wherein the performance and potential of the employee determines their sustenance and growth. Growth:

Due to the scorching pace of growth VSNL provides its achievers a fast paced growth path. Those who show potential are soon given higher responsibilities. Employees grow into higher roles within the multiple business units of VSNL as well as group companies in the telecom space and outside it. Competency and skill up gradation: VSNL believes in upgrading the competency and skill level of the organization through upgrading the competency and skill levels of its employees. The two initiatives through which this is sought to be achieved is

Resource Planning Through which employees are identified and moved across business units and functions. Training - We provide extensive training inputs in technical and managerial areas. Employees are expected to maintain their technical excellence and develop managerial skills through the process of training.

Good HR Practices: Fair and transparent Performance Evaluations:VSNL has an online appraisal system based on the Balanced Score Card. The system is completely transparent and is used to drive performance through the organization. The system defines expectations from the employee, monitors his/her performance and finally helps in the evaluation.

Compensation linked to achievement: At VSNL your compensation is strongly linked to your performance. All employees have the opportunity to perform exceptionally and get paid exceptionally Employees @ VSNL:High achievement profile We are looking for employees who have demonstrated high achievement profile. Domain expertise Employees need to have in depth knowledge of their areas of expertise. Team player VSNL is looking for individuals who contribute strongly towards team goals and have the interpersonal skills that help to forge strong relationships within a team. Integrity Integrity is a very basic requirement from any employee in VSNL. The employee has to have the ability to discern wrong from right and take a stand against it. The employee has to have the ability to say no to shortcuts which compromise his/her and/or the companys integrity.

CORPORATE STATEMENT OF VSNL

Corporate Statement

Enriching life by enabling

We will strive to be the

Customer Delight Excellence Teamwork Trust Competitive Employer of Choice

reliable and affordable

communication

preferred partner to our customers by providing

appropriate and

anytime,

anywhere.

cost-effective
communication

solutions.

BOARD OF DIRECTORS OF VSNL

Mr Subodh Bhargava Designation : Chairman Address :Videsh Sanchar Nigam Limited, Videsh Sanchar Bhavan,
Bangla Sahib Road, New Delhi 110 001

Mr. Srinath Narasimhan

Designation : Executive Director Address :

Lokmanya Videsh Sanchar Bhavan, Opp. Kirti College, Prahadevi.Mumbai - 400 028

Mr Ishaat Hussain Designation : Director Address :

Executive Director (Finance) Tata Sons Limited Bombay House, 24 Homi Mody Street Mumbai - 400 001

Mr. Kishor A. Chaukar Designation : Director Address :

Managing Director. Tata Industries Limited Bombay House. 24 Homi Mody Street. Mumbai

Mr. Pankaj Agrawala Designation : Director Address :

Electronics Niketan 6, CGO Complex, Lodhi Road New Delhi 110 003.

CAPITAL STRUCTURE OF VSNL

Videsh Sanchar Nigam Limited was incorporated as a limited liability company under the laws of the Republic of India pursuant to the provisions of the Companies Act on March 19, 1986 and was, at that time, wholly owned by the Government of India. On April 1, 1986, the Company assumed control and management of all of the assets and employees of the Overseas Communications Service, a department of the Ministry of Communications of the Government. In 1992 and 1999, as part of its general policy of gradually reducing its holdings in public sector enterprises, the Government divested a portion of the equity of the Company to certain funds, banks and financial institutions controlled by the Government and the general public. In 1997 and 1999, the Government also sold some of its equity holdings through the issuance of Global Depositary Receipts (GDRs). On February 1, 2001, the Government of India announced its intention to sell from its holding shares equivalent to 25 percent of the outstanding equity of the Company to a strategic partner through the competitive bidding route. As per the announcement made on February 5, 2002 by the Government of India, Panatone Finvest Limited was selected by the

Government of India as the strategic partner for the sale of 71,250,000 fully paid-up Equity Shares representing 25 percent of the voting capital of the Company. Subsequently, Panatone Finvest Limited purchased an additional 20 percent stake through Open/Tender Offer on June 8, 2002, increasing its stake to approximately 45 percent.

The Company is the provider of public international telecommunication services in India routing international traffic to and from the domestic telecommunications network using a combination of satellite and undersea cable links. The Company also provides national long distance telecommunications services, leased lines, internet and broadband services.
Capital Structure as of 31 March 2006

The Company was registered with limited liability on March 19, 1986 under Indian Companies Act, with a Share Capital of Rs.100 Crores represented by 1,000,000 shares of Rs.1,000 each. There have been no changes in the amount of the Authorised Share Capital of the Company

since 1986 till December 2000. However, the structure of the paid-up capital changed through various restructuring processes which included bonus issues in 1992 & 2000 and a GDR issue in 1997 resulting in the increase of Authorised Share Capital to Rs.300 Crores and Paid-Up Capital of Rs.285 Crores. Of this, as of 31 March 2006 the Panatone Finvest Limited (alongwith other Tata Group companies) holds approximately 45%, Government of India holds 26.12% and the rest of the share capital is held by Foreign Institutional Investors, financial institutions, banks, depositary for American Depositary Receipts (ADRs) and public. The equity shares of the Company are listed at The Stock Exchange, Mumbai and the National Stock Exchange and its ADRs are listed on US market at the NEW YORK STOCK EXCHANGE (NYSE). The listing on NYSE was done through the conversion of the underlying GDRs to ADRs. At present each ADR is equivalent to two equity shares.

SOME OF THE MILESTONE OF THE COMPANY

2006 VSNL completes acquisition of Teleglobe 2005 VSNL chosen Network Administrator of global consortium cable system SEAME-WE4 First for an Indian company 2005 VSNL completes 5 Years of listing at the NYSE 2005 VSNL Acquires Tyco Global Network Becomes one of the worlds largest submarine cable system. 2004 VSNL Completes First Indian-Owned Undersea Fiber-Optic Cable 2004 VSNL signs landmark deal with Bharti for 100,000 fibre kms National Long Distance Backbone 2004 VSNL First Telecom Service Provider To Achieve TL 9000 Certification Globally 2004 VSNL Acquires Assets of DishnetDSL 2004 VSNL America Inc., wholly owned subsidiary of VSNL awarded International Section 214 authorisation in the United States, to operate in the United States as an international-facilities-based and resale carrier. 2004 VSNL Singapore Pte Ltd formed to function as holding company for overseas business of VSNL Group and Head Quarter for VSNL International. 2003 VSNL Floats Subsidiary, VSNL America Inc In the United States 2003 VSNL Receives License To Offer ILD Services In Sri Lanka 2003 VSNL presents TATA INDICOM, a new brand for Telecom Services 2002 Unveiling of SAT-3/WASC/SAFE submarine cable station in Kochi. 2002 VSNL becomes a TATA Group Company. TATA stake at 45% 2002 GOI disinvestment through Strategic Sale (25%) and Employee Stock Option (1.97%).

HFCL CONNECT
HFCL Infotel Ltd., the first basic telephony services provider for Punjab launched its operations on 16th October, 2000. Today CONNECT has added a milestone to the rich economy of Punjab by providing worldclass telephony and data services in the state. CONNECT is a business India's venture leading of Himachal Futuristic giant.

Communications

Ltd.,

telecommunications

CONNECT is further supported by the expertise of Lucent Technologies USA, IIT Chennai, Compaq, Cisco, CGI, Bell Nexxia and Cincom. Lucent is a Fortune 40 company and the world leader in design, development and manufacture of communication systems. With an investment of over Rs.1200 Crores HFCL Infotel, has set up a state-of-the-art network in over 66 towns and cities in Punjab. The average revenue per line (ARPL) for CONNECT subscribers is already amongst the highest in the country. With a clear focus on acquiring quality subscribers through targeted roll out and by using revenue oriented marketing plans we intend to maintain this trend in the future. The wide array of innovative products and services in the data and broadband segment has further allowed the Company to maximize it's revenue drive. The service encompasses voice, data and video, via single connectivity, as also mobile telephony based on CDMA technology, to customers. CONNECT was the first operator in the country to provide a CDMA based pre-paid mobile service. Besides telephony and Internet access CONNECT services include an array of broadband, enhanced and data

services like Internet Leased Lines, ISDN, VPN, Centrex, Web Hosting, DSL and server Co-location. Customised solutions specifically for corporate customers are devised and provisioned. Services like Video Conference, Audio Conference, Phone to mail and VMS form an important part of the CONNECT portfolio. Exclusive world-class showrooms to provide high quality customer care to CONNECT subscribers at an exclusive one-stop shop have been set up to fulfill total communication needs of the subscribers. It provides a single window opportunity to address all customer queries, besides serving as an outlet for sale of all CONNECT products. These aesthetically beautiful outlets allow CONNECT subscribers to subscribe to any of CONNECT services while experiencing a demo of exclusive CONNECT services like Phone to mail, Audio Conference Bridge, Video Conference, DSL etc. At the Connect World, a customer can subscriber to a telephone connection, buy Phone cards, CDMA mobile handsets, Customer Premises Equipment (CPE) and Internet products. One can also make bill payments, register a complaint and seek information on any of the company's products or services. Specially trained executives attend to the customer needs and ensure that they are met with speed and efficiency.

An agreement has been signed between the Government of Punjab and HFCL Infotel Ltd. wherein CONNECT will provide free data connectivity for the government's e-governance & citizen services projects. This connectivity will facilitate communication between state headquarters, district headquarters, sub-divisions and blocks. The e-Governance project will help the government in improving revenue collection, delivery of citizen services, increase government accountability and transparency thereby increasing citizen trust in government besides providing effective MIS for government decisions. This will effectively involve stakeholders, including NGOs, business, and interested citizen in new ways of meeting public challenges. Indeed with a future-proof network, that connects every town and village in Punjab, along with an emphasis on service excellence and quality, HFCL's CONNECT has gone much beyond customer expectations.

AIRTEL
Airtel comes to you from Bharti Tele-Ventures Limited - a part of the biggest private integrated telecom conglomerate, Bharti Enterprises. Bharti Enterprises has been at the forefront of technology and has revolutionized telecommunications with its world class products and services. Established in 1976, Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit. Bharti has many joint ventures with world leaders like Singtel (Singapore Telecom); Warburg Pincus, USA; Telia, Sweden; Asian infrastructure find, Mauritius; International Finance Corporation, USA and New York Life International, USA. Bharti provides a range of telecom services, which include Cellular, Basic, Internet and National Long Distance. Bharti also manufactures and exports telephone terminals and cordless phones. Apart from being the largest manufacturer of telephone instruments in India, it is also the first company to export its products to the USA. 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.

BHARAT SANCHAR NIGAM LTD.

On October 1, 2000 the Department of Telecom Operations, Government of India became a corporation and was christened Bharat Sanchar Nigam Limited(BSNL). Today, BSNL is the No. 1 Telecommunications Company and the largest Public Sector Undertaking of India with authorized share capital of $ 3977 million and networth of $ 14.32 billion. It has a network of over 45 million lines covering 5000 connections. With latest digital switching technology like OCB,EWSD,AXE10,FETEX,NEC etc. and widespread transmission network including SDH system upto 2.5 gbps, DWDM system upto 80 gbps,Web telephony,DIAS,VPN, Broadband and more than 400,000 data customers , BSNL continues to serve this great nation .Its responsibilities include improvement of the already impeccable quality of telecom services, expansion of telecom network, introduction of new telecom services in all villages and instilling confidence among its customers. BSNL has managed to shoulder these responsibilities remarkably and deftly. Today with over 45 million line capacity, 99.9% of its exchanges digital, nation wide Network management & surveillance system (NMSS) to control telecom traffic and over 4,00,000 route kms of OFC network, Bharat Sanchar Nigam Ltd is a name to reckon with in the world of connectivity. Along with its vast customer base, towns with over 35 million telephone

BSNL's financial and asset bases too are vast and strong. Consider the figures, as they speak volumes on BSNL's standing: The telephone infrastructure alone is worth about Rs. 1,00,000 crore (US $ 22.74 billion) Turnover of Rs. 31,400 crore ( US $ 7.14 billion) Add to which, BSNL's nationwide coverage and reach,

comprehensive range of telecom services and a penchant for excellence; and you have the ingredients for restructuring India for a bright future. Today.

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OBJECTIVES OF THE RESEARCH

5. To study the market strategies of VIDESH SANCHAR NIGAM

LTD.
6. To study the various services provided to customers by the

company.
7. To study the customer review and their satisfaction level.

8. To understand the various problems faced by customer.

RESEARCH METHODOLOGY
Universe :- The Universe in this problem is the four Internet Service Providers operating in Jalandhar Category of Respondents :- The respondents which I will take into consideration for this study will be the Home Users, Coroporates and Local SMEs using the services of these ISPs Sampling Design :- The sampling design for the project will be Random Sampling Method. Size of Sample :- For solving the problem of the project I will take the views of 200 Respondents

Research Approach :- Survey Method Data Collection Instruments :- The data Collection instrument will be questionnaires Source of Data :- Both primary and Secondry data will be the Source fo this study.

LIMITATION OF THE RESEARCH

1. Time constraint 2. Response of the respondents
3. Small sample size.

4. Poor response of the respondents

5. The study is conducted in Jalandhar area and not applied to the region. 6. Different services provided by the same ISP and competeting in between ourselves.

STEPS FOR RESEARCH METHODOLOGY

The seven steps that followed as a research methodology are as follow:Define the problem that is faced

Specify what information is needed

Identify the source of Information

Decide the technology for enquiring the information

Gather and process the information

Analysis & interpret the Information

Present the finding to the decision matter.

LITERATURE REVIEW

Telecom Asia, Nov, 2003

www.dxm.org/techonomist/news/vsnl2.html

Hong Kong: Asia Netcom enters into a partnership with Indian Internet services firm Sify to provide high-speed private network services to global firms planning to set up back office units in India, Asia Netcom president William Barney says the new agreement aimed to exploit an outsourcing boom in India and would help triple the company's revenue from the country by 2008.
------------------------------------------------------------------------------------------------

The Indian Techonomist By: Deus X Machina,

India's VSNL, MCI, to launch Internet service by August 15th

wwwdxm.org/techonomist/news/vsnl2.html

August 1, 1995: The Indian public may get full Internet access at reasonable prices when Videsh Sanchar Nigam Limited (VSNL), the public sector company with a monopoly over overseas communications, launches its Internet Gateway "by August 15th" - Indian Independence Day. The Gateway will be connected to the world through satellite or terrestrial links to MCI.VSNL's plans were leaked earlier this year, and were very confused when reported in a bulletin from the (then unnamed) Indian Techonomist on April 23rd. They seem somewhat clearer now, and have already purchased equipment (including Alpha servers from Digital). Unlike the two other government-run networks, ERNET and NICNET, which are not available to the general public, VSNL's service will be open to students, 'professionals' (individuals) and corporations. They will also be available to e-mail providers (who are burdened by $80,000 annual licence fees) and Internet service providers. The latter don't exist yet, thanks to Department of Telecommunications (DoT) rules that increase charges prohibitively when two networks interconnect. VSNL itself will be able to offer its services because it will emphasise international connectivity - hence the service's name, the 'Gateway' and will not build infrastructure within the country. VSNL will be available through dial-up lines in Delhi and Bombay, and later other cities such as Bangalore and Pune. It will be available through the DoT's I-NET network. This is based on the X.25 protocol

and can be accessed through a local call in major cities, and through a special long-distance code at concessional rates from elsewhere. As predicted in the earlier bulletin, VSNL will probably not be able to cope with demand. It expects at least 20,000 users nationwide in the first year, but has planned for only about 100 dial-in lines. It's inter-city network will be based on 64 kbps lines leased from the DoT, and it's link to MCI in the US will be between 128 kbps and 2 Mbps. And VSNL is - as their Chief General Manager, Planning, told the Techonomist today - still committed to providing 250 hour/year accounts to 'students' for US$ 16 (Rupees 500) annually, later this year. To begin with, services will range from $160 for 250 hours for individuals (shell account only), through corporate SLIP/PPP at $600/year, to 128 kbps leased connections to other service providers at $100,000/year (excluding last-leg line costs).

Intelsat to Launch Internet Connectivity Via Satellite in India World IT Report, Apr 10, 2003 http://findarticles.com/p/articles/mi_m0FGI Intelsat, the US satellite communication provider, plans to launch Internet connectivity via satellite covering both the space and terrestrial segments. Up until now, the company only offered solutions in the space segment. Erich M Fischer, the company's director for strategy and business development, stated that Intelsat's Internet Trunking Service is the first

product that combines space and terrestrial segment capabilities in order to provide high-speed Internet backbone connectivity for Internet service providers (ISPs). Intelsat plans to introduce this product in India first and then in other developing markets in Africa, Latin America and Asia Pacific, according to the Financial Express. Intelsat plans to introduce its Internet Trunking service to both category 'A' and 'B' ISPs via Intelsat Global Sales and Marketing Ltd., Intelsats' subsidiary. The Internet Trunking Service will provide Internet access via satellite by providing space segment capacity, a regional hub, teleport service and access to the Internet backbone in either in Europe or in the US. Intelsat has four satellites covering the Indian Ocean region (each at 60, 62, 64 and 66 degrees) and another two satellites covering the Asia Pacific region at 83 and 110.5 degrees. Intelsat has a total of 21 satellites in orbit, each with a capacity of over 90 transponders. (EMEconomy.com)

March 22, 1999 India ISP Policy Helps Networkers, Neglects Providers http://www.internetnews.com/bus-news/article.php/84111 The much acclaimed ISP policy is good for network equipment vendors but e-mail service providers continue to be left out in the cold. while much has been written about the vast market the policy opens up for the prospective ISPs, little is known or at least is being discussed about the

business opportunities that this will open up for networking component vendors, specially the infrastructure equipment sellers. Obviously, they will start making money even before the ISPs do. Servers, routers, modems and local area networking equipment would comprise the main components of the network. "If one goes by the experience in South East Asia, there should be over 300 ISPs in a city like Mumbai," maintained a senior official at Ascend Communications Pte Ltd. This, he points out, would open up a large market for infrastructure equipment. Most of the networking majors are finalizing strategies to get a big slice of the market. 3COM, Digital, Ascend, and Cisco have already started their marketing exercise, while Shiva is also believed to be eyeing the market. 3COM has already supplied components for the state-run Videsh Sanchar Nigam Ltd.'s (VSNL) network. As far as remote access servers are concerned, 3COM boasts of a 60 percent market share worldwide. 'Total control,' as its remote access concentrator is called, is very popular among ISPs, sources maintain. Supporting both digital and analog lines, it is claimed to provide flexibility to the ISPs. Ascend has also emerged strong in remote access servers in the Southeast Asian markets. While Cisco is the leading player in routers, Digital is strong in servers. The cost of setting up a network depends on the number of subscribers an ISP is targeting and the features which an ISP will provide. For an ordinary dial-up service, cost per port is anywhere between Rs 20,000 (US$472) and Rs 30,000 (US$709).

Industry observers point out that an important factor which will impact the life expectancy of ISP industry entrants is the port tariffs to be charged by VSNL. "Such high charges will make the whole business unviable," said a potential Internet service provider. "Instead, to encourage the services, the government should lower the port charges to be paid by the service providers, which will in turn lower the tariff which the companies will charge from the subscribers," he said. This factor has dampened the prospects of having a large base of ISPs, as only big players can be expected to remain in the sector, being able to sustain losses for a long time.

Another major problem about the Internet in the country is that the policy does not permit the ISPs to provide Internet connection through cable TV networks. In India, there are more than 50 million subscribers of cable TV, according to a rough estimate. Many feel that it will be easier to distribute Internet services through cable networks. Moreover, the ambitions of e-mail service providers wishing to make a head-start in the business of Internet service are difficult to realize, according to market observers. The policy states that e-mail licensees have to obtain separate ISP license for each service area and should implement the service independent of their existing e-mail networks. The e-mail licensed service is based on a different protocol and the email nodes are connected with 64 kbps data leased lines and may not be upgradable to provide Internet service at all.

VoIP will Benefit Small Service Providers in India World IT Report, Apr 10, 2003 http://findarticles.com/p/articles/mi_qn4175/is_20030410/ai_n12929284 Voice over Internet Protocol (VoIP) will not only benefit the large service providers in India, but will also offer business opportunities to smaller companies. Vijay Yadav, the country manager of CommWorks India, a 3Comm company, recently stated "VoIP will provide scope for new and cost effective service without huge investments. The scope is not just for the big companies as even smaller companies can come out with cutting edge services," according to the Business Standard. Vijay Yadav added that in the traditional telephony industry, the cost of starting new services and executing them is high, yet with the introduction of VoIP, the cost of both will fall. In addition, telecom service providers can use VoIP to provide higher value services (like voice mail and roaming mailing) to earn more revenues. -(World IT Report.com)

NetKracker Third Largest ISP in India - Internet service provider Brief Article ISP Business, Sept, 2001 http://findarticles.com/p/articles/mi_m0IGP/is_9_4/ai_78974803

NetKracker, the retail ISP arm of Wipro Net, has jumped to the third position after Videsh Sanchar Nigam Ltd. (VSNL) and Satyam in terms of number of Internet subscribers in India. P.B. Madappa, vice president of marketing at NetKracker said its Internet subscribers numbered 76,000 in 15 cities. NetKracker has acquired a market share of 9.5 percent in ISP business while Satyam Infoway enjoys a market share of 23 percent and VSNL has 40 percent. Madappa said while VSNL and Satyam remained focused on the SME market, NetKracker is looking at the growing home segment to push up subscription. He said though the availability of PCs at home has been the greatest barrier, the company has been able to attract a number of subscribers within a year of its launch, aided by a brand building campaign.

VoIP will Benefit Small Service Providers in India World IT Report, Apr 10, 2003
http://findarticles.com/p/articles/mi_qn4175/is_20030410/ai_n12929284

Voice over Internet Protocol (VoIP) will not only benefit the large service providers in India, but will also offer business opportunities to smaller companies. Vijay Yadav, the country manager of CommWorks India, a 3Comm company, recently stated "VoIP will provide scope for new and cost effective service without huge investments. The scope is not just for the big companies as even smaller companies can come out with cutting edge services," according to the Business Standard.

Vijay Yadav added that in the traditional telephony industry, the cost of starting new services and executing them is high, yet with the introduction of VoIP, the cost of both will fall. In addition, telecom service providers can use VoIP to provide higher value services (like voice mail and roaming mailing) to earn more revenues. -(World IT Report.com)

New ISP service tax raises Internet access rates in India World IT Report, Apr 9, 2003 http://findarticles.com/p/articles/mi_qn4175/is_20030409/ai_n12928549 Satyam Infoway, one of India's leading ISP's, has announced rate hikes of 6 to 25%. The country's other leading ISP's, including Mantra and VSNL are expected to follow suit in the near future. The move follows the recent introduction of a long-dreaded five percent ISP service tax, which was levied on leased circuit holders in the 200102 Annual General Budget despite intense lobbying by the nation's struggling ISPs. The news was not all bad, as the budget also extended a five-year tax holiday to Internet service providers and broadband service providers. Scrubbing Away the Stain of Spam - international laws preventing spam - industry forecasts for cell phone industry - internet service providers work to improve spam filters - Column Washingtonpost.com, Dec 8, 2003 by Cynthia L. Webb Byline: Cynthia L. Webb

As e-mail becomes an ever more indispensable tool for companies and consumers, the scourge of spam continues to grow exponentially. The junk e-mail problem has evolved into such a stain on Internet communications that the nation's largest Internet service providers and technology companies are devoting unprecedented resources to try to stop it. Yahoo! Inc. is the latest company to wade deeper into the melee, following tech titans like Microsoft , America Online and EarthLink . While Yahoo and top ISPs have already been working together to squelch spam, Yahoo on Friday detailed its own plan, which includes an assault on messages that adopt e-mail header information to make it look like an e-mail has come from someone else (This, as the techies know, is called "spoofing."). The so-called DomainKeys software, which the company "hopes to launch in 2004, will be made available freely to the developers of the Web's major open-source e-mail software and systems," Reuters said. The wire service explained how the spam scrubber would work: "Under Yahoo's new architecture, a system sending an e-mail message would embed a secure, private key in a message header. The receiving system would check the Internet's Domain Name System for the public key registered to the sending domain. If the public key is able to decrypt the private key embedded in the message, then the e-mail is considered authentic and can be delivered. If not, then the message is assumed not to be an authentic one from the sender and is blocked," Reuters said. Brad Garlinghouse , vice president for communication products at

Yahoo, told the wire service: "If we can get only a small percentage of the industry to buy in, we think it can have a dent." ------------------------------------------------------------VSNL signs agreement to acquire DIL Will acquire Direct Internet Ltd (DIL)for Rs 750 million Monday, May 08, 2006 http://www.ciol.com/content/news/2006/106050806.asp NEW DELHI: Videsh Sanchar Nigam Ltd (VSNL) has informed BSE that the Company on May 08, 2006, has signed a Share purchase Agreement (SPA) to acquire Direct Internet Ltd (DIL) and its wholly owned subsidiary, Primus Telecommunications India Ltd (PTIL) for an enterprise Valuation of Rs 750 million (about US$16.7 million). PTIL provides fixed broadband wireless internet services to Small and Medium Enterprises (SME) in several cities in India. Completion of the transaction is subject to a number of conditions precedents and is expected to be over in the next few weeks.

Good providers - Internet providers market share - Brief Article Japan, Inc., May, 2003 http://findarticles.com/p/articles/mi_m0NTN/is_43/ai_108881961 With the exception of the various forms of NiftyServe, which holds a 12.5% chunk of the market, none of Japan's Internet providers manage

to break the double-digit barrier when it comes to market share. Here they are in descending order by percentage of users (with monthly charges for 8-Mbps ADSL connections in parentheses): Nifty--12.5% ([yen] 3,280); Biglobe--8.3% [[yen] 3,280); So-net--6.9% ([yen] 2,880); ODN--6.8% ([yen] 2,880); OCN--6.6% ([yen] 3,180); Dion-6.5% ([yen] 3,170); Tokyo Denwa Internet--4.6% ([yen] 2,820) and Yahoo!BB--4.5% ([yen] 3,143).

Internet service providers have voiced out their dissatisfaction at the level of service that they receive from network providers Communicate, May, 2004 http://findarticles.com/p/articles/mi_m0BKU/is_2004_May/ai_n6145074 INTERNET Service Providers have voiced their dissatisfaction at the level of service that they receive from network providers. Some 72% of ISPs surveyed on behalf of Telefonica #K said that they were not completely satisfied. Pricing policies, service reliability, flexibility and the provider's ability to enable new applications were all cited as reasons for concern. Some 80% were not convinced that they should stay with their current provider. But the research also found that ISPs were reluctant to change provider, with 52% unwilling to cause disruption to their customer base and third unable to see any clear benefit to changing provider.

James Waterworth of Telefonica UK says: "Many service providers feel that they are in a stranglehold relationship with their current network provider who perhaps isn't giving them all that they require in terms of delivering the solution that best fits their size and specific needs." www.uk.telefonica.com

VSNL selects Cisco Systems to rollout Indias largest broadband network Deploys Ciscos Broadband Metro Ethernet Solution to enable Tata Indicoms integrated voice, data and video services November 2, 2004 http://www.tata.com/vsnl/releases/20041102.htm Videsh Sanchar Nigam Limited (VSNL, NYSE: VSL), Indias leading telecom and Internet service provider, and Cisco Systems Inc., (Nasdaq:CSCO), the worldwide leader in networking for Internet, today announced the deployment of Indias largest broadband Metro Ethernet solution for Tata Indicom Broadband Services. The solution, is the largest broadband Metro Ethernet deployment in India, and will provide Tata Indicoms enterprise and residential customers with high-quality broadband services of 10 / 100 Mbps connectivity.

Ciscos technology enables delivery of bundled services like voice over IP, broadcast TV, video-on-demand for residential customers and IP VPN, video conferencing services for enterprise customers. The deployment of Ciscos technology is in line with VSNLs endeavour to

provide state-of-the-art triple-play (Voice-Data-Video) Tata Indicom Broadband Services across eight cities in the country, in the first phase. The current deployment has the capability to connect over a million customers.

Enhancing customer experience, through innovation and superior technology, is an integral philosophy of the bouquet of Tata Indicom services offered by VSNL. Tata Indicom Broadband Services will be backed by Ciscos cutting-edge Metro Ethernet solution and leadership in the IP arena, said Mr Shashi Kalathil, Head Broadband Business, VSNL. Tata Indicom Broadband customers will experience the highest quality standards of end-to-end video, voice and data services, all provided by a single service provider, he added.

Mr Rangu Salgame, President, Cisco Systems India and SAARC, said "Cisco is pleased that VSNL has chosen its broadband Metro Ethernet solution to provide integrated voice, data and video services. This endto-end Internet Protocol solution delivers significant operational and capital cost savings to VSNL and enables them to offer world-class value-added services to address their corporate and residential customer demands with comprehensive security, scalability and quality of service. The Cisco Metro Ethernet solution is based on the Cisco 12000, 7600, and 7300 Series Routers and Cisco Catalyst 3750 and 2950 Series Switches. ------------------------------------------------------------------------------------------

The Internet is one of the freest and most dynamic places on the planet, and some people just can't stand it National Review, Nov 7, 2005 The Internet is one of the freest and most dynamic places on the planet, and some people just can't stand it. The thought of freely flowing information terrifies many of those who hold or crave power, and unsettles those who mistrust the messiness of individual liberty. Cyberspace is therefore beset by a host of foes, both foreign and domestic. At home, campaign-finance reformers are clamoring for Congress to clamp down on web-based political speech. From across the pond, the EU is aggressively pressuring the U.S. to relinquish its administrative control over the Internet (which was created using U.S. government funds). They want authority over the web to be handed over to--what else?--a bureaucracy-glutted U.N. governance group. Whispers have been heard that the U.N. will tax the Internet in order to help Third World countries get online. And the idea of "multilateral control" has been enthusiastically endorsed by Iran, China, Saudi Arabia, and other habitual stranglers of free expression. It may be only a matter of time before the Net is carved up by bureaucrats, censors, despots, and tax agencies-but is it too much to ask that we extend that time, indefinitely? ________________________________________________________ It's your call: with internet pay-per-call advertising, you can ring up additional sales by inviting potential customers to pick up the phone Entrepreneur, June, 2005 by Catherine Seda

DRIVING ONLINE shoppers to your website isn't always best; your company might connect better with prospects over the phone. Instead of paying for ads or clicks, you can now buy one-on-one conversations. Through pay-per-call advertising you can promote a phone number instead of, or in addition to, your URL. Many people would skip surfing your website to buy right now. A flat tire, a toothache or a lost cell phone needs immediate resolution. People pressured for time could be searching the web impatiently for a restaurant or a florist. An ad displaying a phone number is a shining beacon. FindWhat.com and Citysearch (www.citysearch.com) are leading the way with internet pay-per-call advertising. FindWhat.com advertisers can choose up to five keyword categories and one geo-targeting option: national, regional, state, city or ZIP code. It costs $10 per year for the listing, a minimum per-call bid price of $2, plus 10 cents per minute for calls over 10 minutes. There's a bid price because, just as with its payper-click program, FindWhat.com advertisers outbid each other to secure better listing positions. Citysearch charges a flat fee of $2 to $12 per call received, depending on the category. Advertisers can choose an unlimited number of categories and either a national or local campaign. The listing positions are ranked based on several factors, such as the advertisers' distance to city or ZIP code searches done by users.

Asian Internet Market to Surpass United States By Michael Pastore | August 7, 2001 http://www.clickz.com/stats/sectors/geographics/article.phpr/861481 Led by China and Japan, and an emerging market in India, the AsiaPacific region will overtake the United States as the world's largest Internet market within three years, according to research from Gartner's Dataquest. Dataquest analysts project Asia-Pacific to have 183.3 million Internet subscribers in 2003, compared to 162.8 million in the United States. Western Europe will have an estimated 162.2 million, putting it neck-and-neck with the U.S. market. At the end of 2000, Asia-Pacific (which includes Japan) had 78 million subscribers, an increase of 65 percent over the 1999 figure of 47.4 million subscribers. By 2005, Dataquest forecasts 248 million subscribers in the region. At the end of 2000, the country with the largest subscriber base in AsiaPacific was Japan with 24.4 million, followed by South Korea with 16.7 million, China (14.6 million) and Taiwan (4.6 million). Together, these top four countries accounted for 76 percent of the region's Internet subscribers in 2000. Dataquest forecasts that in 2001 China will overtake South Korea as the second-largest market in the region, but it will not catch up with Japan until 2003. By 2005, Japan and China combined will have approximately 151.5 million subscribers, representing about 61 percent of the total Asia-Pacific subscriber base. The country that can expect the highest growth rates in Asia-Pacific region is India. From 2001 to 2005, Dataquest expects India to enjoy average subscriber growth of 44 percent a year. At that point, India will

have 21.3 million subscribers, making it the No. 4 Internet market in the Asia-Pacific region after China, Japan and South Korea. In terms of access revenue generated by these subscribers, Asia-Pacific will still lag behind the United States by a big margin for at least another five years. By 2005, the Asia-Pacific Internet access market will be worth $17.2 billion, whereas the United States will still have a distinct lead with $21.2 billion. "This differential between subscribers and access revenue illustrates a major reason why Internet use is still growing rapidly in Asia-Pacific; the region has some of the lowest Internet access rates in the world, and prices are still coming down as result of competition or, in some cases, government direction," said Andrew Chetham, senior analyst for Gartner Dataquest's Asia-Pacific Telecommunications and Networking group. "There is a clear pent-up desire by vast numbers of people in AsiaPacific to go online. Falling prices and improved infrastructure, especially in countries with big populations like China and India, are a recipe for encouraging large numbers of new subscribers." According to Yankee Group's report "Residential Internet Service Providers in Japan", more than 20 percent of all Japanese households had an Internet connection at the end of 2000, showing that Internet use has steadily begun to spread among residential users. Compared with 50 percent Internet penetration in the United States, the business potential for the residential Internet markets in Japan remains high. Many Japanese ISPs have introduced fixed price services, and the major ISPs have dropped the fixed fee to around 2000 yen ($17) a month. However, the total cost to access Internet is still high. Large

numbers of home users in Japan still use ordinary phone lines to connect to the Internet, and are therefore dissatisfied with the high telephone charges. Another potential bump in the road to Internet dominance for the AsiaPacific region is the soft global economy, which took a toll on PC sales in the region in the second quarter of 2001. According to preliminary results from IDC Asia/Pacific, the Asia-Pacific (excluding Japan) PC market reached 5.19 million units in Q2 2001, representing 8 percent year-on-year growth from 2000, but flat growth compared to the first quarter of 2001. The worsening external conditions took their toll on the region's economies as many companies and consumers alike adopted a "wait and see" approach to PC purchases, IDC found. Some markets were dealt an additional blow of weakening currencies, further dragging down PC sales

Pharm's way: learn how to protect yourself from the latest internet attack Entrepreneur, July, 2005 by Amanda C. Kooser http://findarticles.com/p/articles/mi_m0DTI/is_77_33/ai_n14892784 JUST WHEN you finally figured out how to deal with viruses, worms, spam and phishing, along comes pharming. Pharming is like phishing on steroids. A pharming attack maliciously redirects a web browser to a spoof site that harvests personal information. Banking sites are top targets. "It's less of a visible threat, because there is no e-mail. It

operates behind the scenes," says Scott Chasin, chief technology officer with Denver-based e-mail Unlike security company has MX no Logic social (www.mxlogic.com). of attack. Chasin cites several ways pharming can take place. DNS-cache poisoning, which exploits faults in DNS servers, and malware are the main vehicles that have been identified so far. And a Trojan was identified earlier this year that targeted several major banks. Pharming attacks can be completely transparent to the unsuspecting internet user. "Pharming, from a threat perspective, has the potential to rival that of phishing," says Chasin. "We're dealing with sophisticated attackers, with very organized criminal enterprises." phishing, pharming

engineering lure. That makes it a more dangerous and stealthy method

TABULATION AND ANALYSIS

1. Which Internet Service Provider are you using? S.No. 1 2 3 4 Analysis :From the above data we can say that out of our sample size of 200 respondents : VSNL has a maximum customer base in jalandhar with 45% of

Service Providers VSNL AIRTEL BSNL HFCL CONNECT

Number of users 90 20 60 30

Percentage of Users 45% 10% 30% 15%

users BSNL is the second one to hold a good subscriber base with 30% users. HFCL CONNECT is heading towards the growth with third in subsciber base with 15% users AIRTEL is having heading towards the growth with 10% users.

15%

45% 30%

VSNL BSNL AIRTEL CONNECT

10%

2.

Which package services are you using?

S.No. 1 2 3 4 Analysis :-

Services DIAL UP BROADBAND WIRELESS DSL

Number of users 87 52 23 38

Percentage of Users 44% 26% 11% 19%

From the above data we can say that out of our sample size of 200 respondents : 55% users in Jalandhar are still using Dial Up internet service. 20% users are using Wireless Services provided by telecom

companies like Reliance, Tata etc.

15% users are using Broadband Services. 10% users are using DSL services.

19%

11%

44%

DIAL UP BROADBAND WLL DSL

26%
3. How much is your daily accessibility on internet in hours?

S.No. 1 2 3 4

Daily Usage (Hrs) 1 to 2 2 to 4 4 to 5 More than 5

No. of Respondents 128 32 22 18

Percentage of Respondents 64% 16% 11% 9%

Analysis :From the above data we can say that out of our sample size of 200 respondents: The most of the people use internet only for 1 to 2 hrs a day as

our survey shows 64% people favoured so.

Very less people use internet between 2 to 4 hours a day as our

study reveals only 16% of whole users.

11% users are internet between 4 to 5 hrs a day. only 9% users are using internet for more than 5 hrs a day.

9% 11% 1 TO 2 2 TO 4 4 TO 5 16% 64% ABOVE 5

4. For what purpose are you using internet? S.No. 1 2 3 4. Analysis :From the above data we can say that out of our sample size of 200 respondents : Only 8% people are using it for other purposes.
29% users are using internet for the recretion purposes. 43% users are from education services who uses internet for

Purpose BUSINESS EDUCATION RECRETION OTHERS

No. Of Respondents 40 85 59 16

Percentage of Respondents 20% 43% 29% 08%

education purposes.
20% users are using internet for Business purposes.

8%

20%
BUSINESS EDUCATION RECRETION OTHERS

29%

43%
5. What is your proffession?

S.No. 1 2 3 4

Profession of users BUSINESS SERVICE/JOB STUDENT PROFESSIONAL

Number of respondents 43 37 88 32

Percentage of Respondents 22% 18% 44% 16%

Analysis :From the above data we can say that out of our sample size of 200 respondents: 44% Of users are students. 22% users are from Business class 18% users are from Job class and service class.

 16% users are the professionals like C.A., Doctors. Advocates

etc.
16%

22%

18% 44%

BUSINESS JOB STUDENT PROFESSIONAL

6. Is your ISP also provides you with the POP mail account? S.No. Response Number of respondents 1 2 YES NO 140 60 Percentage of Respondents 70% 30%

From the above data of our sample size of 200 respondents we analysed that 70% respondents are aware of the POP mail services provided by their internet service providers and are using it. But still 30% of users are not aware of POP mail service or it is not provided by their service providers.

30%

YES NO

70%

7. Is your ISP also provides Voice on Internet Protocol (VOIP)

Services? S.No. Response Number of respondents 1 2 YES NO 90 110 Percentage of Respondents 45% 55%

From the above table we can analyzed that after asking 200 respondents about the VOIP services provided by their Internet service provider we came to know that only 45% users are aware of this services as its cost effective for making ISD calls and 55% users are not aware of this service or we can say that their ISP is not providing this service.

45% 55%

YES NO

8.

If VOIP is provided by the ISP how about the voice clarity? S.No. 1 2 3. 4. Response EXCELLENT GOOD AVERAGE POOR Number of respondents 9 23 35 18 Percentage of Respondents 10% 25% 40% 20%

5. VERY POOR 5 5% From the above table we have analysed those 90 respondents who are using the VOIP services and tried to ask them about the voice clarity and this analysis also shows their satisfaction from the VOIP services of their ISP. 10% of the respondent said that their ISP is providing them excellent VOIP service 25% says good about the voice clarity in their VOIP services.

 40% uers says that the voice clarity in VOIP is average. 20% of user says that the voice clarity is poor in VOIP services 5% users are higly dissatisfied with the voice clarity of the voip services of their ISP.
5% 20% 25% 10%

EXCELLENT GOOD AVERAGE POOR VERY POOR

40%

9. Is your ISP easily available in market (Market Presence)? S.No. Response Number of respondents 1 2 YES NO 122 78 Percentage of Respondents 61% 39%

After asking 200 people about the market availability of their ISP we come to know about the certain facts that 61% people are say yes that their internet service provider has good market presence and is easily available, whereas 39% people are said no to this fact that their Internet Provider is not easily available in market and does not have strong market hold. The market presence plays a very important role in connecting customer to the product.

39% YES NO 61%

10. How about the review of customer care towards customer?

Number of Percentage of respondents Respondents 1 EXCELLENT 10 5% 2 GOOD 50 25% 3. AVERAGE 80 40% 4. POOR 40 20% 5. VERY POOR 20 10% On asking 200 people the views about the customer care facility of the company that are they satisfied with the customer care of the company, here are the results for that.: 40% respondent said that service of customer care is average they are neither satisfied nor dissatisfied.
25% respondents have appreciated the service provided by the

S.No.

Response

customer care. 20% customers are not satisfied with the services of customer care of their ISP. 10% respondents are highly dissatisfied with the services of the customer care and regarded them as very poor.

 5% respondents are those who are highly satisfied with the services of customer care and had appreciated them.
10% 5%

20%

25%

EXCELLENT GOOD AVERAGE POOR VERY POOR

40%

11.

What is an average time taken by the company to solve the Complaints? S.No. 1 2 3 4 Time Taken (Hrs) 5 10 24 More than 24 No. of Respondents 24 20 106 50 Percentage of Respondents 12% 10% 53% 25%

Here in this analyses we had tried to know the time taken by the ISP to solve the customer complaints after asking to the sample size of 200 respondents the results are : The 12% of user has said that it takes around 5hrs to solve the complaint. The 10% of respondents has said that it takes around 10hrs to solve the complaint. 53% of respondents has said that it takes around 24hrs to solve their complaint.

 25% of user has said that it takes more than 24hrs to solve the complaint

12% 25% 10% 5 HRS 10 HRS 24 HRS MORE THAN 24HRS 53%

12. How will you rate the Speed and Services of your ISP?

S.No. 1 2 3. 4.

Response EXCELLENT GOOD AVERAGE POOR

Number of respondents 28 57 72 23

Percentage of Respondents 14% 29% 36% 11%

5. VERY POOR 20 10% On asking the review of 200 respondents about the speed and services of their ISP their has been very mix response of the respondents still we can see that most of the respondents rate the speed of their ISP as average. Here are the analysis for this : 36% respondents said that the speed of their ISP is Average. 29% respondents said that the speed of their ISP is Good. 14% respondents said that the speed of their ISP is Excellent and highly satisfied with the services.

 11% respondents said that the speed of their ISP is Poor

10% respondents said that the speed of their ISP is very poor and they are highly dissatisfied with the services.
10% 11% 14%

29%

EXCELLENT GOOD AVERAGE POOR VERY POOR

36%

13.

How likely would you be to recommend your insurance plans to your friends or colleagues ? Response VERY LIKELY NEUTRAL VERY UNLIKELY Number of respondents 47 101 52 Percentage of Respondents 24% 50% 26%

S.No. 1 2 3.

On asking the 200 respondents that how likely they refer their plans to their friends and colleagues we came to the finding that most of them did not prefer to guide them. Rest the finding are.
24% of respondents do refer their friends to go for the

insurance they are using

26% of the users very rarely refer their friends to go for the

insurance plan they are using

 50% of the respondents said nothing about this query, so sometime they may refer and sometime may not.

26%

24%
VERY LIKELY NEUTRAL VERY UNLIKELY

50%

14. Are you informed about the latest schemes and offers by your

ISP? S.No. 1 2 3. Response FREQUENTLY RARE VERY RARE Number of respondents 62 47 35 Percentage of Respondents 31% 24% 17%

4. NEVER 56 28% On asking the 200 respondents that how likely they are being informed by their ISP about the new schemes and plans. We had got a following results: 31 % of users said yes their ISP informs them about the new scheme very frequently. 24% of the users said that they rarely gets this type of information from their ISP.

 17% of the users said its very rare that they had been informed about the new schemed by their ISP. 28% respondents hardly agree the fact that their ISP had never informed them about new schemes.

28%

31% FREQUENTLY RARE VERY RARE NEVER

17% 24%

15. What is the time taken by the company to mature the leads?

S.No. 1 2 3

Time Taken (Hrs) 24 72 One week

No. of Respondents 82 73 45

Percentage of Respondents 41% 37% 22%

On asking the respondents about the time taken by the company to mature the leads we had got very significant answers and they are analyzed and responses are : 41% of respondents said that it takes only 24hrs by the company to mature their lead. 37% of respondents said that their ISP company takes 72 hrs in maturing the leads.

 22% respondents are not in favour of this query as they said that their ISP takes one week or more than that to mature their leads.

22% 41% 24 HRS 72 HRS ONE WEEK

37%

16.

Please choose the age group to which you belong? Response Age (Years) Less than 15 15 20 21-25 26-30 More than 30 Number of respondents 18 35 78 52 17 Percentage of Respondents 09% 18% 39% 26% 08%

S.No. 1 2 3. 4. 5. Analysis:

From the above given study the number of respondents of each age group using internet are:1. Only 9% users are of less than 15 years of age

2. 18% users are between the age group of 15-20 3. 39% are of age group between 21-25 4. 26% respondents are between age group of 26-30. 5. And only 8% users are of more than 30 years of age.

8%

9% 18%

26%

0-15 15-20 21-25 26-30 30 and above

39%

IMPLICATIONS
Compared to the objectives of the project, the researcher found the following implications of the project : Studying the market strategies of various Internet Service Provider operating in Jalandhar made the researcher to look at various problem faced by the companies to stand themselves in market. It has also enabled the researcher to study their market structure and strategies and how they attract customer with new ideas The researcher after interacting with users come to know about the various services which ISPs are providing to their user to retain their user base and it also help the researcher in

determining that how much is customer aware of the services of his ISP. Satisfying the customer is one of the major task or goal of every company so here the researcher has also studied the customer satisfaction level along with reviews of customer on various services of their service providers. It concluded that in most of the case either the customers are fully satisfied or fully dissatisfied there is no neutral point. Satisfaction of Customer also deals with satisfying the customer by eliminating its problem. Here in this research the Researcher had also tried to study the problem faced by customers and steps taken by company to solve those problems and even the time taken by company to solve those problems.

SUGGESTION FOR SAVING CUSTOMER BASE

Dedicated retention efforts like telecalling and personal visits to retain the customer at point itself. Resolving any query or complaint relating to connectivity, VAS or anu wrong commitment by the dealer or distributor . Giving regular schemes and additional facilities to customer to retain them.

 Providing the option for free safe custody of the customers account for him to remake his mind and convincing him meanwhile. Explaining in detail the various plans offered by the company and convincing and shifting him to a plan that best suits his requirements.

LIMITATION OF THE RESEARCH

7. Time constraint 8. Response of the respondents 9. Small sample size. 10. Poor response of the respondents

11. The study is conducted in Jalandhar area and not applied to the region. 12. Different services provided by the same ISP and competeting in between ourselves.

QUESTIONNAIRE
1. Which Internet Service Provider are you currently using? VSNL AIRTEL BSNL CONNECT

2.

Which package services are you using? Dial Up Broadband DSL Wireless

3.

How much is your daily accessibility on internet in hours?

1 to 2 4.

2 to 4

4 to 5

More than 5

For what purpose are you using internet? Business Educational Recreational Others

5.

What is your profession? Business Service / Job Professional Student

6.

Is your ISP also provides you with the POP mail account? Yes No

7.

Is your ISP also provides Voice on Internet Protocol (VOIP) services? Yes No

8.

If VOIP is provided by the ISP how about the voice clarity? Excellent Good Average Poor Very Poor

9.

Is your ISP easily available in market (Market Presence)? Yes No

10.

How about the review of customer care towards customer? Excellent Good Average Poor Very Poor

11.

What is an average time taken by the company to solve the complaints? 5 Hours 10 Hours 24 Hours More than 24 Hrs

12.

How will you rate the Speed and Services of your ISP? Excellent Good Average Poor Very Poor

13.

How likely would you be to recommend your ISP to your friends or colleagues? Very Unlikely Neutral Very Likely

14.

Are you informed about the latest schemes and offers by your ISP? Frequently Rare Vary Rare Never

15.

What is the time taken by the company to mature the leads? 24 hours 72 hours One week

16.

Please choose the age group to which you belong? Less than 15 15 - 20 21 - 25 26 - 30 30 & Above

Name

_________________________

Address

_________________________ _________________________

* Thank you for showing your response and this will help me a lot in
Completion of my study work

* I assure you that the above information will be used only for the study and
Will be kept confidential.

BIBLIOGRAPHY
http://en.wikipedia.org/wiki/internet http://en.wikipedia.org/wiki/internet_service_provider http://en.wikipedia.org/wiki/Consumer Behavior http://www.vsnl.com http://www.bharti.com http://www.bsnl.co.in http://www.mouthshut.com http://www.dotindia.com/isp/ispindex.htm http://www.w3c.org/TR/1999/REC-html401-19991224/loose.dtd"

http://www.ispai.in/mb/viewtopic.php http://www.ispai.in/intetinindia.htm http://www.india50.com/isp.html http://www.indiainfoline.com http://www.tribuneindia.com/2002/20020402/biz.htm http://www.tata.com www.dxm.org/techonomist/news/vsnl2.html http://findarticles.com/p/articles/mi_qn4175/is_20030410/ai_n12929284 http://findarticles.com/p/articles/mi_m0IGP/is_9_4/ai_78974803 http://findarticles.com/p/articles/mi_m0DTI/is_77_33/ai_n14892784 http://www.Washingtonpost.com http://www.clickz.com/stats/sectors/geographics/article.phpr/861481 http://www.tata.com/vsnl/releases/20041102.htm http://www.hfclconnect.com