CHAPTER 1 INTRODUCTION

1

INTRODUCTION
World telecom industry is an uprising industry, proceeding towards a goal of achieving two third of the world's telecom connections. Over the past few years information and communications technology has changed in a dramatic manner and as a result of that world telecom industry is going to be a booming industry. Substantial economic growth and mounting population enable the rapid growth of this industry. The world telecommunications market is expected to rise at an 11 percent compound annual growth rate at the end of year 2010. The leading telecom companies like AT&T, Vodafone, Verizon, SBC Communications, Bell South, Qwest Communications are trying to take the advantage of this growth. These companies are working on telecommunication fields like broadband technologies, EDGE(Enhanced Data rates for Global Evolution) technologies, LAN-WAN inter networking, optical networking, voice over Internet protocol, wireless data service etc. Economical aspect of telecommunication industry: World telecom industry is taking a crucial part of world economy. The total revenue earned from this industry is 3 percent of the gross world products and is aiming at attaining more revenues. One statistical report reveals that approximately 16.9% of the world population has access to the Internet. Present market scenario of world telecom industry: Over the last couple of years, world telecommunication industry has been consolidating by allowing private organizations the opportunities to run their businesses with this industry. The Government monopolies are now being privatized and consequently competition is developing. Among all, the domestic and small business markets are the hardest.

GLOBAL SCENARIO
Until the 1980s the world telecommunications systems had a simply administrative structure. The United States telephone service was supplied by a regulated monopoly, American Telephone and Telegraph (AT&T). Telegraph service was provided mainly by the Western Union Corporation. In almost all other countries both services were the monopolies of government agencies known as PTTs (for Post, Telephone, and 2

Telegraph). In the United States beginning in 1983, AT&T agreed in a court settlement to divest itself of the local operating companies that provided basic telephonic service. They remained regulated local monopolies, grouped together into eight regional companies. AT&T now offers long distance service in competition with half a dozen major and many minor competitors while retaining ownership of a subsidiary that produces telephonic equipment, computers and other electronic devices. During the same period Great Britain’s national telephone company was sold to private investors as was Japan’s NTT telephone monopoly. For telegraphy and data transmission, Western Union was joined by other major companies, while many multinational firms formed their own telecommunications services that link offices scattered throughout the world. New technology also brought continuing changes in the providers of telecommunication. Private companies such as Comsat in the United States were organized to provide satellite communication links within the country. Around the world we are witnessing remarkable changes to the telecoms environment. After years of debate, structural separation is now taking place in many parts of the world including Hong Kong, New Zealand, Singapore and some European markets. Structural separation or at least full-blown operational separation is required to advance the entire industry and to create new business opportunities and innovations which will benefit our society, our economy and ultimately our industry. The focus is also shifting away from broadband to what it can actually achieve. Next Generation Telecommunications better describes this new environment and is essential for the emerging digital economy. Important services that depend on NGT include tele health, e-education, e-business, digital media, e-government and environmental applications such as smart utility meters. In order to meet this burgeoning consumer demand for NGT applications, we are seeing increasing investment in All-IP Next Generation Networks and fiber networks. A proper inventory of national infrastructure assets is required if we want to establish an efficient and economically viable national broadband structure for these services. In the developing markets, next generations telecoms will take the form of wireless NGNs (ie, LTE/WiMAX). 3

These are some of the elements of the broader ICT revolution that is unfolding before our very eyes. We are right in the midst of the transition from old communications structures (mainly one-way streets) to new structures that are fully-interactive and video-based. One of the drivers behind the industry changes are the declining revenues experienced by the telcos in their traditional markets. Over the past 10 years or so, fixed-line operators have been affected by deregulation, a severe industry downturn, declining prices and major inroads by mobile services. In addition, people are drifting to other forms of communication, such as email, online chat, and mobile text messaging instead of the traditional phone. This has also led to an increased need for bandwidth, which in turn has revived the submarine cable sector. In recent times there have been many cable build-out announcements around the world, and some major systems are again being constructed. Over 25 systems are expected to be built over the next two to three years and network upgrades are also on the agenda for some existing systems. It is clear that the mobile industry is also undergoing profound changes. The saturated developed markets are forcing the industry to find new revenue streams and we are now seeing other organizations such as media companies, content providers, Internet media companies and private equity companies becoming involved in this market. For the time being however, voice will remain the killer application for mobile with some data services included as support services and niche market services. 4G (ie, WiMAX/LTE) is the real solution for mobile data and by 2015 it is expected that the majority of mobile revenues will come from data. With the Internet economy, digital media and other telecommunications activities becoming further established, the need for modern and efficient infrastructure is becoming more critical.

4

INDIAN OVERVIEW
Today the Indian telecommunications network with over 375 Million subscribers is second largest network in the world after China. India is also the fastest growing telecom market in the world with an addition of 9- 10 million monthly subscribers. The teledensity of the Country has increased from 18% in 2006 to 33% in December 2008, showing a stupendous annual growth of about 50%, one of the highest in any sector of the Indian Economy. The Department of Telecommunications has been able to provide state of the art world-class infrastructure at globally competitive tariffs and reduce the digital divide by extending connectivity to the unconnected areas. India has emerged as a major base for the telecom industry worldwide. Thus Indian telecom sector has come a long way in achieving its dream of providing affordable and effective communication facilities to Indian citizens. As a result common man today has access to this most needed facility. The reform measures coupled with the proactive policies of the Department of Telecommunications have resulted in an unprecedented growth of the telecom sector. The thrust areas presently are: 1. Building a modern and efficient infrastructure ensuring greater competitive environment. 2. With equal opportunities and level playing field for all stakeholders. 3. Strengthening research and development for manufacturing, value added services. 4. Efficient and transparent spectrum management 5. To accelerate broadband penetration 6. Universal service to all uncovered areas including rural areas. 7. Enabling Indian telecom companies to become global players. Recent things to watch in Indian telecom sector are: 1. 3G and BWA auctions 2. MVNO 3. Mobile Number Portability 4. New Policy for Value Added Services 5. Market dynamics once the recently licensed new telecom operators start rolling out 6. Services. 7. Increased thrust on telecom equipment manufacturing and exports. 5

6 . CDMA. GSM mobiles. and measures to allow new players country. CDMA and IP services to customers. Idea. Hutchison Essar. though cellular phone companies were present. Indian Telecom sector. Tata. whether fixed landline or mobile. At present the country's telecom industry has achieved a growth rate of 14 per cent. Due to technological advancement and increase in traffic. MTNL. Starting from telegraphic and telephonic systems in the 19th century. Bharti Teleservices. Today the industry offers services such as fixed landlines.8. it has grown in to the level of an industry. telecom equipment and accessories manufacturing has also grown in a big way. etc. and to a great extend in the rural areas. Even for small shopkeepers and factory workers a phone connection is not an unreachable luxury. the field of telephonic communication has now expanded to make use of advanced technologies like GSM. With the growth of telecom services. both the Public Players and the Private Players are putting in their resources and efforts to improve the telecommunication technology so as to give the maximum to their customers. the featured products in the segment came in to prominence. Reduction in Mobile Termination Charges as the cost per line has substantially reduced 9. like any other industrial sector in the country. with government of India setting up the Telecom Regulatory Authority of India. and WLL to the great 3G Technology in mobile phones. Increasing competition among players allowed the prices drastically down by making the mobile facility accessible to the urban middle class population. has gone through many phases of growth and diversification. From the status of state monopoly with very limited growth. is an essential necessity for the people of India. fixed landlines were popular in most parts of the country. Day by day. This changing phase was possible with the economic development that followed the process of structuring the economy in the capitalistic pattern. Major players in the sector are BSNL. Till 2000. India's telecom sector has shown massive upsurge in the recent years in all respects of industrial growth. WLL. Removal of restrictions on foreign capital investment and industrial de-licensing resulted in fast growth of this sector. BPL. Telephone.

The sample under consideration consisted of the existing customers of Reliance Communications.SCOPE OF THE STUDY The scope of the study is limited to the post paid services offered by Reliance Communications. The study considered the urban area of Lucknow city. Study objective is to examine the various factors which play their part in customer buying behavior and the major dissatisfaction areas for the customers. 7 .

SIGNIFICANCE OF THE STUDY The project I chose was a study on customer awareness and satisfaction for reliance post paid products. The survey helps to find out the loopholes is the area of service being offered by the company. 8 . there would be no sale. Identifying those areas would help the company to minimize them and then they can go for increasing customers. the companies have to keep a regular check on the satisfaction level of its customers to retain them. The awareness level is the basic requirement for a company to sell its products in the market because if the customers are not aware of the products. Along with the awareness. The title is very much significant considering the present global scenario.

5.OBJECTIVES OF THE STUDY The following are the objectives of the study. To study the problems faced by the respondents with Reliance Postpaid service. 4. To find out consumer preferences. To make suggestions in the light of the findings of the study. To study customer satisfaction level on Reliance services. 3. To analyze the level of awareness about Reliance products. 1. 2. 9 .

(2008). the Indian telecom industry is expected to maintain the same growth trajectory. provide a broad view of the foreknowledge of new Internet technologies. He discusses the question: ‘Why did India get it so wrong? and What India should do now? • Thomas (2007). or demonopolization. operator and also arbitrator in disputes between itself and licensed competitors. Singh (2005).LITERATURE REVIEWED: • Cygnus Business Consulting & Research Pvt. • The role of technology in the emergence of the information society in India. • T. networks and services. this article aims to identify the state’s initial reluctance to recognize telecommunications provision as a basic need as against the robust tradition of public service aligned to 1 0 . Chowdary (1999) discusses how Telecom reform. in his article describes the contribution made by telecommunications in India by the state and civil society to public service. regulator. connecting issues. The National Telecom Policy 1994 spelt out decent objectives for reform but tragically its implementation was entrusted to the DOT. At the heart of the problem lay the monopoly by the government’s Department of Telecommunications (DOT) in equipment. licenser.H. Shaped by legislation dating back to the colonial era and post Second World War socialist policies. Rao (2000). in India has been bungled. by the mid-1980s India realized that its poor telecommunications infrastructure and service needed reform. role of an Internet service provider (ISP) in a nascent market of India. and the country is witnessing wild momentum in the telecom industry. Building local content. would help in their sustainability. This created an untenable situation in which the DOT became policymaker. etc. describes the role that information and communication technologies are playing for Indian society to educate them formally or informally which is ultimately helping India to emerge as an information society. With almost 5-6million subscribers are being added every month. competitiveness. • Internet service providers in India. Ltd. in its “Performance Analysis of Companies (April-June 2008)” has analyzed the Indian telecom industry in the awake of recent global recession and its overall impact on the Indian economy.

1 1 .the postal services and finds hope in the renewal of public service telecommunications via the Right to Information movement. The article follows the methodology of studying the history of telecommunications approach that is conversant with the political economy tradition. All studies done by the researcher suggests that the right to information movement has contributed to the revitalization of participatory democracy in India and to a strengthening of public service telecommunications. The findings of the paper suggests that public service in telecommunication is a relatively ‘‘new’’ concept in the annals of Indian telecommunications and that a deregulated environment along with the Right to Information movement holds significant hope for making public service telecommunications a real alternative. It uses archival sources. personal correspondence. critical account of public service telecommunications in India and suggests that it can be strengthened by learning gained from the continual renewal of public service ideals and action by the postal services and a people-based demand model linked to the Right to Information Movement. and published information as its research material. The article provides a reflexive.

CHAPTER 2 INDUSTRY PROFILE 1 2 .

around half the country's population will own a mobile phone. According to the Telecom Regulatory Authority of India (TRAI). the largest globally. India had already overtaken the US as the second largest wireless market. with an average 9. And according to a report jointly released by Confederation of Indian Industry (CII) and Ernst & Young. With the rural India growth story unfolding. Ramachandran . India is likely to have 200 million rural telecom connections at a penetration rate of 25 per cent. rural users will account for over 60 per cent of the total telecom subscriber base. and telecom companies expect this pace of growth to continue in 2009 as well.5 million customers added every month. Cellular Operators Association of India (COAI). India is currently adding 8-10 million mobile subscribers every month.INDUSTRY PROFILE The Indian telecommunications industry is one of the fastest growing in the world and India is projected to become the second largest telecom market globally by 2010. To put this growth into perspective. taking the telecom penetration to over 33 per cent. It is estimated that by mid 2012. are expected to draw more than US$ 345. In fact. This means that one out of every three Indians has a telephone connection. According to Business Monitor International. This year. which include the telecom sector. "We are extremely bullish that the growth will continue in 2009. This would translate into 612 million 1 3 .V. an industry body that represents all Global System for Mobile communications (GSM) players in India. Director General. eight infrastructure sectors.26 million new customers in 2008. According to CRISIL Research estimates. India added 113. the total number of telephone connections (mobile as well as fixed) had touched 385 million as of December 2008. by 2012. By 2012. the country’s cellular base witnessed close to 50 per cent growth in 2008." according to T. the number of additions will be in excess of 130 million. in April 2008.28 billion investment in India by 2012. the telecom sector is likely to see tremendous growth in India's rural and semi-urban areas in the years to come.

89 million at the end of December 2008. Indian telecom operators added a total of 10. Cellular market penetration will rise to 60. VALUE-ADDED SERVICES MARKET 1 4 .7 per cent from 19. Further.3 million new subscribers in January 2009.66 million wireless subscribers in December 2008. India is likely to remain the world's second largest wireless market after China in terms of mobile connections. by 2012. Further. taking the total user base to 267. Strategy Analytics.4 billion.2 billion while mobile revenues will reach US$ 39.8 billion in India. In WiMax.mobile subscribers. According to recent data released by the COAI. India is slated to become the largest WiMAX market in the Asia-Pacific by 2013. The Indian telecommunications industry is on a growth trajectory with the GSM operators adding a record 9.2 billion. fixed line revenues are expected to touch US$ 12.5 million.. GROWTH IN SEGMENTS According to a Frost & Sullivan industry analyst. according to the data released by COAI. accounting for a tele-density of around 51 per cent by 2012. However. The overall cellular services revenue in India is projected to grow at a CAGR of 18 per cent from 2008-2012 to exceed US$ 37 billion. A recent study sees India's WiMAX subscriber base hitting 14 million by 2013 and growing annually at nearly 130 per cent.8 per cent in 2007. Fixed line capex is projected to be US$ 3. the total wireless subscriber base stood at 346. according to a report by Gartner Inc. this figure does not include the number of subscribers added by Reliance Telecom. It is projected that the industry will generate revenues worth US$ 43 billion in 2009-10. according to a report by US-based research and consulting firm. and mobile capex is likely to touch US$ 9. And investments in WiMAX ventures are slated to top US$ 500 million in India.

Currently. and is expected to grow rapidly at 70 per cent to touch US$ 1. According to Venture Intelligence. there were nine deals worth US$ 41 million in 2007 in the mobile VAS space. advertising. MVAS in India accounts for 10 per cent of the operator's revenue. which is expected to reach 18 per cent by 2010. banking. Mobile advertising.74 billion by 2010. offers great potential to become an important revenue source.15 billion in June 2008. mobile VAS has a US$ 700 million market with a 20 per cent y-o-y growth. According to a study by Stanford University and consulting firm BDA. 1 5 . Helion. and Nexus India are also innovating with services like mobile payment options. the Indian MVAS is poised to touch US$ 2. insurance products and also entertainment services.A report by market research firm IMRB stated that the mobile value-added services (MVAS) industry was valued at US$ 1. Venture Capitalists like Canaan Partners. Further. seven deals worth US$ 91 million had already been finalized. Draper Fisher Juvertson. voice-based SMS and satellite video streaming. Presently. which is likely to touch US$ 3 billion by 2012. Marketers are increasingly using MVAS as a step ahead of SMS-based marketing to sell soaps and shampoos.96 billion by June 2009. and till August 2008. which is an important VAS segment. and rural markets are proving to be very receptive for such marketing.

though sadly after his unexpected demise on 6 July 2002. had stated as early as 1999: “Make the tools of information and communication available to people at an affordable cost. They will overcome the handicaps of illiteracy and lack of mobility. Dhirubhai Ambani 1 6 . truly bringing about a new way of life. Today. About Sh. It is capable of delivering a range of services spanning the entire infocomm (information and communication) value chain. applications. who single-handedly built India’s largest private sector company virtually from scratch. data and video) digital network. This backbone was commissioned on 28 December 2002. including infrastructure and services — for enterprises as well as individuals.A DREAM COME TRUE The Late Dhirubhai Ambani dreamt of a digital India — an India where the common man would have access to affordable means of information and communication. Dhirubhai. Reliance Communications is revolutionizing the way India communicates and networks. the auspicious occasion of Dhirubhai’s 70th birthday. and consulting. Reliance Communications has a reliable. high-capacity.” It was with this belief in mind that Reliance Communications (formerly Reliance Infocomm) started laying 60. integrated (both wireless and wireline) and convergent (voice.000 route kilometers of a pan-India fiber optic backbone.

the architect of India’s capital markets. he had a seed capital of barely US$ 300 (around Rs 14. Reliance scripted one of the greatest growth stories in corporate history anywhere in the world. Dhirubhai is widely regarded as the father of India’s capital markets. when Reliance Textile Industries Limited first went public. Over the next three and a half decades. starting from the proverbial scratch. substantial return on their investments. the champion of shareholder interest. India’s largest private sector enterprise. in exchange for their trust.000 crore colossus—an achievement which earned Reliance a place on the global Fortune 500 list. Dhirubhai always kept the interests of the ordinary shareholder uppermost in mind.000). Fewer still have left behind a legacy that is more enduring and timeless. Sh. he built. Dhirubhai managed to convince a large number of first-time retail investors to participate in the unfolding Reliance story and put their hard-earned money in the Reliance Textile IPO. promising them. Through out this amazing journey. the leader of men. there is more than one unique way of describing the true genius of Dhirubhai: The corporate visionary. In one lifetime. Under Dhirubhai’s extraordinary vision and leadership. the first ever Indian private company to do so. he converted this fledgling enterprise into a Rs 60. the Indian stock market was a place patronized by a small club of elite investors which dabbled in a handful of stocks. It was to be the start of one of great stories of mutual respect and reciprocal gain in the Indian markets.Few men in history have made as dramatic a contribution to their country’s economic fortunes as did the founder of Reliance. the unmatched strategist. When Dhirubhai embarked on his first business venture. Undaunted. As with all great pioneers. in the process making millionaires out of many of the 1 7 . But the role Dhirubhai cherished most was perhaps that of India’s greatest wealth creator. and went on to become India’s largest private sector enterprise. In 1977. Dhirubhai H Ambani. the proud patriot.

Our business encompasses a complete range of telecom services covering mobile and fixed line telephony.initial investors in the Reliance stock. it is India’s leading integrated telecommunication company with over 77 million customers. national and international long distance services and data services along with an exhaustive range of value-added services and applications. and creating one of the world’s largest shareholder families. Our constant endeavor is to achieve customer delight by enhancing the productivity of the enterprises and individuals we serve. Listed on the National Stock Exchange and the Bombay Stock Exchange.” INDIA’S LEADING INTEGRATED TELECOM COMPANY Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group (ADAG) of companies. It includes broadband. We will offer unparalleled value to create customer delight and enhance business productivity. 1 8 . VISION “We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge information and communication services affordable to all individual consumers and businesses in India. We will also generate value for our capabilities beyond Indian borders and enable millions of India's knowledge workers to deliver their services globally.

coinciding with the joyous occasion of the late Dhirubhai Ambani’s 70th birthday. Reliance Communications. It has established a pan-India. is India's largest private sector information and Communications Company. We endeavor to further extend our efforts beyond the traditional value chain by developing and deploying complete telecom solutions for the entire spectrum of society. we can proudly claim that we were instrumental in harnessing the true power of information and communication. data and video) digital network.Reliance Mobile (formerly Reliance India Mobile). Other major group companies — Reliance Capital and Reliance Infrastructure — are widely acknowledged as the market leaders in their respective areas of operation. launched on 28 December 2002. ranks among India’s top three private sector business houses in terms of net worth. to offer services spanning the entire infocomm value chain. high-capacity. LOOKING FORWARD Reliance – Anil Dhirubhai Ambani Group. It marked the auspicious beginning of Dhirubhai’s dream of ushering in a digital revolution in India. Reliance – ADA Group’s flagship company. integrated (wireless and wireline). with over 77 million subscribers. an offshoot of the Reliance Group founded by Shri Dhirubhai H Ambani (1932-2002). convergent (voice. by bestowing it in the hands of the common man at affordable rates. 1 9 . LOOKING BACK. Today. The group has business interests that range from telecommunications (Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the generation and distribution of power (Reliance Infrastructure Limited). was among the initial initiatives of Reliance Communications.

India’s largest private sector enterprise. Reliance Capital. He spearheaded the country’s first forays into the overseas capital markets with international public offerings of global depositary receipts. Ambani. he also held the post of Vice Chairman and Managing Director of Reliance Industries Limited (RIL). Anil D Ambani joined Reliance in 1983 as Co-Chief Executive Officer. He is also Chairman of the Board of Governors of Dhirubhai Ambani Institute of Information and Communication Technology. namely Reliance Communications. Shri Anil D. He is credited with having pioneered a number of path-breaking financial innovations in the Indian capital markets. Till recently. is the chairman of all the listed companies of the Reliance ADA Group.CHAIRMAN'S PROFILE Anil D.48. and was centrally involved in every aspect of the company’s management over the next 22 years. Ambani Regarded as one of the foremost corporate leaders of contemporary India. Gujarat. Gandhi Nagar. Reliance Energy and Reliance Natural Resources limited. convertibles and 2 0 .

Indian Institute of Management. Kanpur In June 2004. USA Central Advisory Committee. He is a member of: • • • • Wharton Board of Overseers. Ahmedabad Board of Governors Indian Institute of Technology. The Wharton School. Central Electricity Regulatory Commission Board of Governors. Starting in 1991. 2006. CORPORATE GOVERNANCE 2 1 . June 1999. 2004 • Conferred ‘The Entrepreneur of the Decade Award’ by the Bombay Management Association. He also steered the 100-year Yankee bond issue for the company in January 1997. he directed Reliance Industries in its efforts to raise over US$ 2 billion. he was elected for a six-year term as an independent member of the Rajya Sabha. Awards and Achievements: • • Conferred the ‘CEO of the Year 2004’ in the Platts Global Energy Awards Rated as one of ‘India’s Most Admired CEOs’ for the sixth consecutive year in the Business Barons – TNS Mode opinion poll. Upper House of India’s Parliament a position he chose to resign voluntarily on March 25. October 2002 • Awarded the First Wharton Indian Alumni Award by the Wharton India Economic Forum (WIEF) in recognition of his contribution to the establishment of Reliance as a global leader in many of its business areas. December 2001 • Selected by Asiaweek magazine for its list of ‘Leaders of the Millennium in Business and Finance’ and was introduced as the only ‘new hero’ in Business and Finance from India.bonds.

it is part of a much larger compact which we have with our entire body of stakeholders: From employees. 2 2 . and must pay back this generosity in every way they can… This ethical standpoint. Because we believe that there is no contradiction between doing well and doing right. depend for their survival. Indeed. driven by the need to minimize risk and to pro-actively address long-term social. hospital or environmental NGO. and society at large. local communities. like individuals. eco-system. For us. customers and vendors to business partners.Organizations. While we strongly believe that our primary obligation or duty as corporate entities is to our shareholders – we are just as mindful of the fact that this imperative does not exist in isolation. being socially responsible is not an occasional act of charity or that one-time token financial contribution to the local school. We evaluate and assess each critical business decision or choice from the point of view of diverse stakeholder interest. lies at the heart of the CSR philosophy of the Reliance – ADA Group. economic and environmental costs and concerns. doing right is a necessary condition for doing well. It is an ongoing year-round commitment. sustenance and growth on the support and goodwill of the communities of which they are an integral part. which is integrated into the very core of our business objectives and strategy. derived from the vision of our founder.

DEPARTMENTAL STRUCTURE 2 3 .

2 4 .

CHAPTER 3 RESEARCH METHODOLOGY 2 5 .

personal bias. A survey was conducted among the people of Lucknow City by the aid of well structured questionnaire. selection of data. The sampling size includes male and female users from different occupation. Statistical tools For analyzing the data. response effectively and reach to a more valid conclusion. It enables the researches look at the problem in a systematic. Here. Limitations • • The study was restricted to only those clients who were related to Reliance Communications’ products. various designs and techniques used for analyzing the data. 1. • • • The sample size was limited so the results obtained from the study may not be The time period of the study was not sufficient to measure the consumers’ Many of the respondents may not have given the correct information due to generalized for the whole population. The sampling unit for the study is 100. fixed wireless phones and internet users in Lucknow City. Survey method is undertaken to find the customer satisfaction and opinion. 3. The study was confined within specific regions of Lucknow city only. Methodology comprises the sources of data.RESEARCH METHODOLOGY Methodology is an essential aspect of any project or research. statistical tables and percentages were used. 2 6 . convenient sampling technique has been adopted for collecting the primary data. age. The sampling size was restricted to 100 because of the time constrains. 2. The population for the study consists of people who are using cell phones in Lucknow City. Collection of data The primary data are collected through survey method. which includes the cell phone. meaningful and orderly way.

CHAPTER 4 DATA ANALYSIS AND INTERPRETATION 2 7 .

Age group of respondents Age Group 20-25 25-35 35-45 Above 45 Total Number of Respondents 44 32 18 6 100 Percentage 44% 32% 18% 6% 100% above 45 15% 35-45 16% 20-25 40% 20-25 25-35 35-45 above 45 25-35 29% Figure 1: Age group of the respondents INTERPRETATION: • • • • 8 44% of the respondents are between the age group 20 – 25. 32% of the respondents are between the age group 25 – 35. 6% of the respondents are above 45 years of age.ANALYSIS AND INTERPRETATION Table: 1 Q. 2 . 18% of the respondents are between the age group 35 – 45.

Service Businessmen 52% Professionals Figure 2 : Occupation of the respondents INTERPRETATION: • • 9 34% of the respondents are Students. 52% of the respondents are Businessmen. Occupation Students Business Govt. Occupation of the respondents.Table: 2 Q. 2 . Services Professionals Total Number of Respondents 34 52 10 4 100 Percentage 34% 52% 10% 4% 100% Professionals 4% Govt. Service 10% Students 34% Students Businessmen Govt.

3 0 . Phone/internet is being used for Usage Business Official Personal Total No. 36% of the respondents are using Phone/internet for personal purpose. Services. 10% of the respondents are using Phone/internet for official purpose. 4% of the respondents are Professionals.• • 10% of the respondents are from Govt. Table: 3 Q. of Respondents 54 10 36 100 Percentage 54% 10% 36% 100% P ers onal 36% B us ines s 54% O ffic ial 10% B us ines s O ffic ial P ers onal Figure 3 : Purpose of the use of phone/internet INTERPRETATION: • • • 54% of the respondents are using Phone/internet for business purpose.

of Respondents 92 60 74 47 100 Percentage 92% 60% 74% 47% 100% 100 90 80 70 60 50 40 30 20 10 0 Broadband. 47 Series1 RIM Post Paid FWP Broadband HSDC Figure 4 : Awareness of the products INTERPRETATION: • • • • 92% of the respondents are aware of RIM Post Paid. 60 HSDC. 60% of the respondents are aware of FWP. 3 1 . 74% of the respondents are aware of Broadband.Table: 4 Q. 74 FWP. 47% of the respondents are aware of HSDC. Which of the reliance post paid products are customers aware of? Products RIM Post Paid FWP Broadband HSDC Total RIM Post Paid. 92 No.

of Respondents 52 34 5 9 100 Percentage 52% 34% 5% 9% 100% Friends and existing users 9% Sales Executives 5% Print 34% Television Print Television 52% Sales Executives Friends and existing users Figure 5 : Medium through which customers came to know about the products INTERPRETATION: • • • • 52% of the respondents came to know about the products through television. 34% of the respondents came to know about the products through print.Table: 5 Q. 5% of the respondents came to know about the products through sales executives. 3 2 . 9% of the respondents came to know about the products through friends and existing users. How do you come to know about the products? Medium Television Print Sales Executives Friends and existing users Total No.

26% of the respondents were using HSDC. Which of the following products are you using? Products RIM Post Paid FWP Broadband HSDC Total No. of Respondents 13 41 20 26 100 Percentage 13% 41% 20% 26% 100% HSDC 26% RIM Post Paid 13% RIM Post Paid FWP Broadband HSDC Broadband 20% FWP 41% Figure 6 : No.Table: 6 Q. of respondents using the products INTERPRETATION: • • • • 13% of the respondents were using RIM Post Paid. 41% of the respondents were using FWP. 20% of the respondents were using Broadband. Table: 7 3 3 .

of Respondents 38 51 11 100 Percentage 38% 51% 11% 100% Not Satisfied 11% Fully Satisfied 38% Fully Satisfied Partially Satisfied Not Satisfied Partially Satisfied 51% Figure 7 : Satisfaction level of the respondents INTERPRETATION: • • • 38% of the respondents were fully satisfied with the services.Q. 51% of the respondents were partially satisfied with the services. 11% of the respondents were not satisfied with the services. Are you satisfied with the service provided by the company? Level Fully Satisfied Partially Satisfied Not Satisfied Total No. Table: 8 3 4 .

22% of the respondents were dissatisfied by poor customer care service. Which of the following products does a sales executive tells you about when he 3 5 . 27% of the respondents were dissatisfied by higher cost of services.Q. of Respondents 15 4 27 13 19 22 100 Percentage 15% 27% 13% 19% 22% 100% Poor customer care serv ice 22% Billing errors 19% Slow speed 13% Poor quality of signals/network 15% Poor v oice quality 4% Higher cost 27% Poor quality of signals/network Poor v oice quality Higher cost Slow speed Billing errors Poor customer care serv ice Figure 8 : Major reasons for dissatisfaction INTERPRETATION: • • • • • • 15% of the respondents were dissatisfied by poor signals/network. 4% of the respondents were dissatisfied by poor voice quality. Table: 9 Q. What are the major reasons for dissatisfaction? Reasons Poor quality of signals/network Poor voice quality Higher cost Slow speed Billing errors Poor customer care service Total No. 13% of the respondents were dissatisfied by slow speed. 19% of the respondents were dissatisfied by the billing errors.

of Respondents 73 59 41 46 100 Percentage 73% 59% 41% 46% 100% 80 70 60 50 40 30 20 10 0 FWP. 41% of the respondents were told about the broadband by the visiting sales executives.visits you? Products RIM Post Paid FWP Broadband HSDC Total RIM Post Paid. Table: 10 Q. What channel would you prefer to buy a telecom/internet service? 3 6 . 59 HSDC. 46% of the respondents were told about the HSDC by the visiting sales executives. 46 Broadband. 73 No. 41 Series1 RIM Post Paid FWP Broadband HSDC Figure 9 : Products told by sales executives to the respondents INTERPRETATION: • • • • 73% of the respondents were told about the RIM Post Paid by the visiting sales executives. 59% of the respondents were told about the FWP by the visiting sales executives.

9% of the respondents would prefer to buy the service online. Table: 11 Q. of respondents Percentage 3 . 57% of the respondents would prefer to buy the service through customer care. Which of the following services you look before choosing the product? Service 7 No. 16% of the respondents would prefer to buy the service through franchisee & utility shops. of respondents 18 57 9 16 100 Percentage 18% 55% 9% 13% 100% Franchisee & Utility shops 16% Online 9% Home delivery 18% Home delivery Customer care Online Customer care 57% Franchisee & utility shops Figure 10: Respondents’ preference of buying channels INTERPRETATION: • • • • 18% of the respondents would prefer to buy the service through home delivery.Channel Home delivery Customer care Online Franchisee & utility shops Total No.

62 Speed.Price Connectivity Speed Value added service After sales service Total 90 80 70 60 50 40 30 20 10 0 Price Connectiv ity C onnectiv 46 ity. 62% of the respondents consider after sales service before choosing the product. 84 46 51 23 62 100 84% 46% 51% 23% 62% 100% Price. 51 Series1 Value added serv ice. 51% of the respondents consider speed before choosing the product. If price and mobility is not a concern. which of the following would a customer buy? Product Land line phone Fixed wireless phone 8 No. 23 Speed Value added serv ice After sales serv ice Figure 11: Features considered by the customers INTERPRETATION: • • • • • 84% of the respondents consider price before choosing the product. 84 After sales serv ice. Table: 12 Q. of respondents 06 17 Percentage 6% 17% 3 . 23% of the respondents consider value added services before choosing the product. 46% of the respondents consider connectivity before choosing the product.

if price and mobility is not a concern. of respondents 63 37 100 Percentage 63% 37% 100% 3 . if price and mobility is not a concern. 77 Land line phone Fixed w ireless phone M obile based on G SM technology M obile based on C M D A technology 77% 0% 100% Figure12: Customers' preferences INTERPRETATION: • • • • 6% of the respondents would buy land line phone. 0 Land line phone. 77% of the respondents would buy mobile based on GSM technology. 6 Fixed w ireless phone. if price and mobility is not a concern. 17% of the respondents would buy fixed wireless phone. if price and mobility is not a concern.Mobile based on GSM technology Mobile based on CDMA technology Total 77 0 100 M obile based on C M D A technology. 0% of the respondents would buy mobile based on CDMA technology. Table: 13 Q. 17 M obile based on G SM technology. Would a customer like to recommend reliance services to others? Opinion Yes No Total 9 No.

Table: 14 (a) Q. Rate the following services on the basis of your satisfaction. 37% of the respondents would not recommend reliance services to others. of respondents 11 18 21 Percentage 11% 18% 21% 4 . 1) Network: Satisfaction Level Excellent Very good Good 0 No.no 37% yes no yes 63% Figure 13: Opinion on recommending to others INTERPRETATION: • • 63% of the respondents would recommend reliance services to others.

32% of the respondents rated average for the network. 18% of the respondents rated poor for the network. 21% of the respondents rated good for the network. of respondents 5 27 41 18 9 Percentage 5% 27% 41% 18% 9% 4 .Average Poor Total 32 18 100 32% 18% 100% Poor 18% Excellent 11% Very good 18% Excellent Very good Good Average Average 32% Good 21% Poor Figure14-a: Satisfaction level for network INTERPRETATION: • • • • • 11% of the respondents rated excellent for the network. 18% of the respondents rated very good for the network. Table: 14 (b) 2) SMS Rates: Satisfaction Level Excellent Very good Good Average Poor 1 No.

27% of the respondents rated very good for SMS rates. 9% of the respondents rated poor for SMS rates. Table: 14 (c) 3) New schemes and offers: Satisfaction Level Excellent Very good Good Average Poor Total No. 41% of the respondents rated good for SMS rates. 18% of the respondents rated average for SMS rates.Total 100 100% Average 18% Poor 9% Excellent 5% Very good 27% Excellent Very good Good Average Poor Good 41% Figure14-b: Satisfaction level for SMS rates INTERPRETATION: • • • • • 5% of the respondents rated excellent for SMS rates. of respondents 6 20 27 34 13 100 Percentage 6% 20% 27% 34% 13% 100% 4 2 .

34% of the respondents rated average for new schemes and offers. of respondents 4 7 21 8 6 46 Percentage 9% 15% 46% 17% 13% 100% 4 3 . 13% of the respondents rated poor for new schemes and offers.Poor 13% Excellent 6% Very good 20% Excellent Very good Good Average Average 34% Good 27% Poor Figure 14-c: Satisfaction level for new schemes and offers INTERPRETATION: • • • • • 6% of the respondents rated excellent for new schemes and offers. 27% of the respondents rated good for new schemes and offers. 20% of the respondents rated very good for new schemes and offers. Table: 14 (d) 4) Internet speed: Satisfaction Level Excellent Very good Good Average Poor Total No.

17% of the respondents rated average for internet speed. of respondents 2 14 16 63 5 100 Percentage 2% 12% 16% 63% 5% 100% 4 4 . 46% of the respondents rated good for internet speed. 15% of the respondents rated very good for internet speed.Poor 13% Average 17% Excellent 9% Very good 15% Excellent Very good Good Average Poor Good 46% Figure 14-d: Satisfaction level for internet speed INTERPRETATION: • • • • • 9% of the respondents rated excellent for internet speed. 13% of the respondents rated poor for internet speed. Table: 14 (e) 5) Cost: Satisfaction Level Excellent Very good Good Average Poor Total No.

63% of the respondents rated average for cost. 14% of the respondents rated very good for cost.Poor 5% Excellent 2% Very good 14% Good 16% Excellent Very good Good Average Poor Average 63% Figure14-e: Satisfaction level for cost INTERPRETATION: • • • • • 2% of the respondents rated excellent for cost. of respondents 0 14 23 31 32 100 Percentage 0% 14% 23% 31% 32% 100% 4 5 . Table: 14 (f) 6) Customer care: Satisfaction Level Excellent Very good Good Average Poor Total No. 16% of the respondents rated good for cost. 5% of the respondents rated poor for cost.

Table: 14 (g) 7) Recharge outlets: Satisfaction Level Excellent Very good Good Average Poor Total No. 14% of the respondents rated very good for customer care. 31% of the respondents rated average for customer care. of respondents 10 19 51 13 7 100 Percentage 10% 19% 51% 13% 7% 100% 4 6 . 23% of the respondents rated good for customer care.Poor 32% Excellent 0% Very good 14% Excellent Very good Good 23% Good Average Poor Average 31% Figure14-f: Satisfaction level for customer care INTERPRETATION: • • • • • 0% of the respondents rated excellent for customer care. 32% of the respondents rated poor for customer care.

Table: 14 (h) 8) Call Rates: Satisfaction Level Excellent Very good Good Average Poor Total No. 13% of the respondents rated average for recharge outlets. 7% of the respondents rated poor for recharge outlets.Average 13% Poor 7% Excellent 10% Very good 19% Excellent Very good Good Average Poor Good 51% Figure 14-g: satisfaction level for recharge outlets INTERPRETATION: • • • • • 10% of the respondents rated excellent for recharge outlets. of respondents 7 11 59 33 0 100 Percentage 7% 11% 59% 33% 0% 100% 4 7 . 19% of the respondents rated very good for recharge outlets. 51% of the respondents rated good for recharge outlets.

0% of the respondents rated poor for call rates. 59% of the respondents rated good for call rates. 33% of the respondents rated average for call rates. 11% of the respondents rated very good for call rates. of respondents 43 39 11 7 0 100 Percentage 43% 39% 11% 7% 0% 100% 4 8 .Average 30% Poor Excellent Very good 0% 6% 10% Excellent Very good Good Average Poor Good 54% Figure14-h: Satisfaction level for call rates INTERPRETATION: • • • • • 7% of the respondents rated excellent for call rates. Table: 14 (i) 9) Value added services: Satisfaction Level Excellent Very good Good Average Poor Total No.

0% of the respondents rated poor for value added services. 11% of the respondents rated good for value added services. 4 9 .Good 11% Average Poor 0% 7% Excellent 43% Excellent Very good Good Average Very good 39% Poor Figure 14-i: Satisfaction level for value added services INTERPRETATION: • • • • • 43% of the respondents rated excellent for value added services. 39% of the respondents rated very good for value added services. 7% of the respondents rated average for value added services.

hence sales for the company. HSDC is very low. 5 0 .CHAPTER 5 FINDINGS AND RECOMMENDATIONS FINDINGS AND RECOMMENDATIONS: • The company should emphasize more on the spreading the awareness for their products because the level of awareness of their FWP. Sales executives may also help the company generating prospects. • The sales executives should play a major part in spreading awareness because only 5% of the people came to know about the products through sales executives. Broadband.

So the newly launched GSM based mobile phones should be promoted accordingly. So network can be improved by planting more towers in different parts of the city where the company does not have the signals. • The cost of the products is too high for the customer to buy them.• The RIM post paid has seen a major decline in its users because of the tough competition given by the prepaid services. billing errors and higher cost. 5 1 . • • Around 2/3rd of the people gave average or poor ratings to the customer care and said that their complaints are either not heard or they are dealt very late. Moreover the major problem is that several packs are activated without any prior intimation and their price is included in the bills later. • Around 2/3rd of the people are dissatisfied and majority of them reasons are poor customer care service. So a proper survey should be conducted and more attractive and useful schemes must be introduced. • As seen from the survey results. • A majority of the customers look for the price and after sales services before choosing the products. • Half of the population interviewed rated either average or poor for the network. Hence the company should now focus more on the internet services as there is a huge market for them to cover. This is the main reason for the lack in sales of their internet services. more than 3/4th of the population prefer to buy a mobile based on GSM technology. The company should emphasize more on reducing the call rates and introducing attractive value added services which would help them improve their sales. • More than 3/4th of the population does not like the new schemes and offers introduced by the company. • The sales executives are not properly trained as they could not explain the schemes properly so they just try to tell to the customer about their RIM post paid service and not about other three services. So the company should train their employees properly so that they have sufficient knowledge about the products and the bills should be made more transparent so that the customers could easily understand them. which is the major reason for dissatisfaction. So the company should plan accordingly to increase their sales.

This could only be done with the help of a team of properly trained and dedicated employees. With the excellent rural awareness and rural market share in telecom services. the company should also try to boost up their urban market share. the services according to their needs.CONCLUSION: As there is a healthy competition given by the existing players in the industry. Moreover there is a huge market for the internet sector which can be captured by giving the customer. 5 2 . lack or degradation in any of the services may affect the company badly.

in/webapp/Communications/rcom/index.co.com/fdi-telecom.htm http://www.in/Default.BIBLIOGRAPHY • • • • http://www.asp http://www.in/Tags/Business/category/telecommunication/ 5 3 .rcom.gov.trai.indiaonestop.jsp http://trak.

ANNEXURE QUESTIONNAIRE PERSONAL DETAILS 1) 2) 3) 4) 5) 6) 4 Name: Age: Gender: Address: Contact Number: Phone/Internet is used for following purpose: a) Business b) Official c) Personal 5 .

2). 2). 3). Any Other (Please Specify) ………………………………… Q6. Broadband 4). 3). If your response to the above is partially satisfied or not satisfied. Higher Cost 4). Q2. 1). Billing Errors 6). 3). 4). Poor Customer Care Service 7). 2). Slow Speed 5). which of the following products does he frequently tells about? 1). 1). 4). 1). 5 What channel would you prefer to buy a telecom/internet service? Home Delivery Customer Care Online 5 . 3). High Speed Data Card (HSDC) Q7. Q3. 1). Q4. 3). 2). Poor Voice Quality 3). then what are the reasons for your dissatisfaction? 1). 2). Reliance India Mobile (RIM Post Paid) 2). 4). Which of the following Reliance post paid products are you aware of? Reliance India Mobile (RIM Post Paid) Fixed Wireless Phone (FWP) Broadband High Speed Data Card (HSDC) How did you come to know about the products? Television Print Sales Executives Friends and Existing Users Other (Please Specify) ……………………………………… Which of the following products are you using? Reliance India Mobile (RIM Post Paid) Fixed Wireless Phone (FWP) Broadband High Speed Data Card (HSDC) Are you satisfied with the service provided by the subscriber? Fully Satisfied Partially Satisfied Not Satisfied Q5.Q1. 1). Poor Quality of Signals/Network 2). When a sales executive comes to you. Fixed Wireless Phone (FWP) 3). 5).

No 11). Would you like to recommend reliance services to others? 1). Mobile based on GSM Technology 4). Q9. Fixed Wireless Phone 3). 4). 1). which of the following would you prefer to buy? 1). Franchisee & Utility Shops Q8..4). Rate the following services on the basis of your satisfaction. 6). 5). Mobile based on CDMA Technology Q10. Services Network SMS Rates New Schemes & Offers Internet Speed Cost Customer Care Recharge Outlets Call Rates Value Added 5 6 Excellent Very Good Good Average Poor . If Price and mobility is not a concern. 3). 2). Land Line Phone 2). Which of the following service you look before choosing the product? Price Connectivity Speed Value Added Services After Sales Service Any Other (Please Specify) ……………………………. Yes 2).

Services 12). Suggestions (If Any): ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… 5 7 .

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