Professional Documents
Culture Documents
DESSERTATION REPORT
ON
Vs.
IN
DEHRADUN
Supervised to:
Submitted by: Mrs. SUMAN VIJ
NARENDER KUMAR
(FACULTY GUIDE)
MBA (IV Semester)
8NBDH045
1
1 Declaration Acknowledgement 3
2 Acknowledgement 4
3 Abstract summery 5
4 Introduction 6
9 Objective 38
14 Suggestions 62
15 Conclusion 63
16 Questionnaire 66
DECLARATION
1
I Narender kumar a student MBA (2008-2010) batch of ICFAI
national college Dehradun do here by declare that this project
entitled “A COMPARATIVE STUDY ON CUSTOMER SATISFACTION IN
RELIANCE INFOCOMM WITH TATA INDICOM in Saharanpur and dehradun”.
Required in partial fulfillment of the degree of Master of Business
Administration, to the best of my knowledge is the original work..
ACKNOWLEDGEMENT
1
A formal statement of acknowledgement will hardly meet the ends of justice
in the matter of expressing my deep sense of gratitude and obligation to all
those who help me in the completion of this thesis.
Last but not the least, I would like to thank them who helped me and gave
me constructive suggestions.
ABSTRACT SUMMARY
1
Someone has rightly said that practical experience is far better and closer to the real world than
mere theoretical exposure. The practical experience helps the students to view the real business
world closely, which in turn widely influences their perceptions and arguments their
understanding of the real situation.
The phenomenon of creation is a long process requiring time, energy and dedications well as
skill and experience of those people engaged in the task, ultimately in the outcome as the final
form of embodiment of the creator’s vision. Research work constitutes the backbone of any
management education program. A management student has to do research work quite frequently
during his/her entire span.
The research work entitled “An analytical study on consumer’s perception towards reliance and
Tata indicom and their satisfaction level” aims to know how much satisfied the customer with
the service rendered by reliance and Tata indicom. And the data which is collected by me till
date it is found from the analysis that maximum of the customers feel that the services of the
reliance and Tata indicom are excellent.
MBA is a stepping stone to management career in order to reach practical and concrete results.
Our contemporary lives have been influenced by the advancement and growth in industry.
1
CHAPTER I
INTRODUCTION
What is Telecommunication?
1
Telecommunication is the fastest communication process in this era.
point. At first Grahm Bell had searched this way of communication & after
mobile/ basic phone. We can connect the internet & send the data through
Industry Background
India’s telecom sector has been doing exceptionally well in past decade. Its
structural and institutional reforms have provided tremendous growth
opportunity to this sector. India has nearly 200 million telephone lines
making it the third largest network in the world after China and USA. With a
growth rate of 45%, Indian telecom industry has the highest growth rate in
the world. The first reforms in Indian telecommunications sector began in
1980s when the private sector was allowed in telecommunications
1
equipment manufacturing. In 1985, Department of Telecommunications
(DOT) was established. Evolution of the industry-Important Milestones Year
History of Indian Telecommunications 1851 First operational land lines were
laid by the government near Calcutta (seat of British power) 1881 Telephone
service introduced in India 1883 Merger with the postal system
Today, there are many private players like Vodafone, Airtel, Tata, Reliance,
Idea etc. There are basically two areas in which these players operate: Fixed
and Cellular Services. In Fixed line, MTNL and BSNL have captured major part
1
of the market. Whereas, Cellular Services, can be further divided into two
parts: Global System for Mobile Communications (GSM) and Code Division
Multiple Access (CDMA).
In this modern era mobile / basic phone become a best source to being
communicated.
1
Reliance infocomm
COMPANY PROFILE
1
ABOUT US
bringing about a digital revolution in India that will bring to every Indian’s
late 1999. He firmly believed the country could use information and
underdevelopment.
It was with this belief that Reliance Infocomm began laying its 60,000 route
wire line), and convergent (voice, data and video) digital network. The
network is designed to offer services that span the entire Infocomm value
1
applications that will change the way we Indians live. It will harbinger a New
India.
VISION
"We will leverage our strengths in executing complex global-scale
CHAIRMAN PROFILE
1
Mr. Anil D. Ambani, 46, is the Chairman of Reliance Communications
Ventures Ltd., Reliance Capital Ltd. and Chairman & Managing Director of
Reliance Energy Ltd. Till recently he also held the position of the Vice
The Reliance group is India's largest business house, founded by late Shri
financial innovations in the Indian capital markets and has pioneered India's
first forays into the overseas capital markets with International public
directed Reliance in its efforts to raise, since 1991, around US$2 billion from
overseas financial markets; with the 100-year Yankee bond issue in January
1997 being the high point of his endeavors. He has steered the Reliance
1
Father's Name : Dhirubhai Hirachand Ambani
Education:
1
CAREER:
Its efforts to raise, since 1991, around US$ 2 billion from overseas
telecom player.
MEMBER:
1
PRODUCT & SERVICES PROFILE
Network
8,500 by December.
Mumbai.
1
Sr. No. Circles
1. Andhra Pradesh
2. Bihar & Jharkhand
3. Chennai
4. Delhi
5. Gujarat
1
6. Haryana
7. Himachal Pradesh
8. Karnataka
9. Kolkatta
10. Kerala
11.Madhya Pradesh
13.Mumbai
14.Orissa
15.Punjab
16.Rajasthan
17.Tamilnadu
21.Uttranchal
1. Chandigarh
2. Pondicherry
RIM Postpaid
1 INDIA
1
Joy Plans
Our Postpaid plans have been specifically designed to help you save on
costs. Depending on your usage and your budget, you have a choice of plans
Now,you can enjoy the benefit of first 1000 mints of calling to all Reliance
absolutely free!!!
Gone are the days when you were bound by a particular handset and a
certain phone number. You can now set yourself free with the new Get
BILL PAYMENTS
Introducing the most convenient mode of Bill payment. Now pay your bills
directly from Credit Card or Bank Account and save your precious time.
INMARSAT
1
Reliance now offers its subscribers significant savings for voice calls made to
1
RIM Prepaid
1INDIA
Buy our new prepaid recharge voucher for Rs. 995/- Get incoming calls free
for life.
Prepaid Tariffs
E-Recharge
Now you can recharge your prepaid with any amount, from Rs. 10 - Rs.
10,000. So don't let your budget stop you. Choose a recharge value that
Just top-up your prepaid with SMS top-up cards and send free SMS as for low
as 1 paise.
Gone are the days when you were bound by a particular handset and a
certain phone number. You can now set yourself free with the new Get
1
RELIANCE WORLD ROAMING:
Now roam across 200 countries and 350 GSM and CDMA networks with
Calling Cards
The world is just a call away. With the Reliance World Card available in two
denominations - Rs. 110 and Rs. 220, you can make ISD calls from any
The Reliance World Card also gives you exceptional voice clarity and superior
Prepaid reliance India card offers very affordable rates for Local & NLD calls.
The RIC is a rechargeable account based prepaid card for making Local &
NLD calls which can be used from reliance phones (Reliance IndiaMobile
NLD calls can be made from Reliance phones even if NLD facility is not
1
active. The RIC voucher is available in Reliance Web worlds, POS, and
Handsets
network.
R Services
Enables you to view the number of the calling person when you receive a
call.
Call waiting:
Allows you to receive an incoming call while already engaged in one call
Call hold:
Allows you to put a current call on hold and make a second call
Call diverts:
1
3-way call conferencing:
International SMS
R-World SERVICES
Hot n New, Mobile TV, Dial 1234, Movies more, Ringtones, Music,
MMS, Web Mail, Find A Friend, Web Mail Registration, Office Mail,
Yellow Pages, Adambani Cos, BSE Quotes, NSE Quotes, MCX Quotes,
Introduction to R Connect
1
Welcome Reliance's cutting edge CDMA 1 x network offers you high speed
line. You can take advantage of this service by using one of the following
devices.
R Connect Card
can surf the Internet, access e-mails, make and receive calls and SMS from
your laptop while on a business tour, while waiting at the airport, or traveling
PDA Phone -
Enhance your productivity! For the mobile professional wireless PDA offers
not only Internet access but also mail access, personal information
Infrastructure Limited
Freedom Plans
Tariffs
1
Reliance Phones Rs. 0.99
Local
Other Phones Rs. 1.79
Home tariffs apply for all outgoing calls while roaming. Incoming
calls @ Rs. 1.79
BENEFIT #1
No Wires Attached
1
Wireless connectivity - immune to cable-cuts, rains etc. Carry it along when
you move from room to room or when you shift your home/office.
BENEFIT #2
BENEFIT #3
SMS, In-built Caller Line Identification, Voice Mail, 99-number Phone Book,
BENEFIT #4
not be more than three months old. Submit photocopies of documents and
BENEFIT #1
Great Savings
BENEFIT #2
BENEFIT #3
BENEFIT #4
No Wires Attached
BENEFIT #5
BENEFIT #6
3-way Call Conferencing, Speed Dialing, Hotline, Call Restrict/Call Lock, Call
Wait/Call Hold, Call Divert, Alarm and Caller Line Identification enabled.
1
SERVICE AVAILABLE IN SELECT CITIES. FAX IS NOT SUPPORTED.
not be more than three months old. Submit photocopies of documents and
Tata Teleservices Limited now also has a presence in the GSM space,
through its joint venture with NTT DOCOMO of Japan, and offers
differentiated products and services under the TATA DOCOMO brand name.
TATA DOCOMO arises out of the Tata Group’s strategic alliance with
Japanese telecom major NTT DOCOMO in November 2008. TATA DOCOMO
has received a pan-India license to operate GSM telecom services - and has
also been allotted spectrum in 18 telecom Circles. The company has rolled
out GSM services in phased manner, starting with Tamil Nadu, Kerala, Orissa,
Karnataka, Andhra Pradesh, Mumbai, Rest of Maharashtra, MP&CG, Haryana-
Punjab, Kolkata and Jharkhand. The company plans to launch pan-India
operations by the year-end.
Today, Tata Teleservices Ltd, along with Tata Teleservices (Maharashtra) Ltd,
serves around 50 million customers in more than 350,000 towns and villages
across the country, with a bouquet of telephony services encompassing
Mobile Services, Wireless Desktop Phones, Public Booth Telephony and Wire
line Services.
1
Incorporated in 1996, Tata Teleservices is the pioneer of the CDMA 1x
technology platform in India. It has embarked on a growth path since the
acquisition of Hughes Tele.com (India) Ltd [renamed Tata Teleservices
(Maharashtra) Limited] by the Tata Group in 2002. It launched mobile
operations in January 2005 and today enjoys a pan-India presence through
existing operations in all of India’s 22 telecom Circles. The company is also
the market leader in the fixed wireless telephony market. The company’s
network has been rated as the ‘Least Congested’ in India for last four
consecutive quarters by the Telecom Regulatory Authority of India through
independent surveys.
Tata Teleservices Limited now also has a presence in the GSM space,
through its joint venture with NTT DOCOMO of Japan, and offers
differentiated products and services under the TATA DOCOMO brand name.
TATA DOCOMO arises out of the Tata Group’s strategic alliance with
Japanese telecom major NTT DOCOMO in November 2008. TATA DOCOMO
has received a pan-India license to operate GSM telecom services—and has
also been allotted spectrum in 18 telecom Circles and will roll out its services
shortly, starting with South India.
Today, Tata Teleservices Ltd, along with Tata Teleservices (Maharashtra) Ltd,
serves over 36 million customers in more than 320,000 towns and villages
across the country, with a bouquet of telephony services encompassing
Mobile Services, Wireless Desktop Phones, Public Booth Telephony and
Wireline Services. Other services include value-added services like Voice
Portal, Roaming, Post-paid Internet Services, Three-way Conferencing, Group
Calling, Wi-Fi Internet, USB Modem, Data Cards, Calling Card Services and
Enterprise Services. Some of the other products launched by the company
include Pre-paid Wireless Desktop Phones, Public Phone Booths, Mobile
Handsets and Voice & Data Services such as BREW Games, Voice Portal,
Picture Messaging, Polyphonic Ring Tones, and Interactive Applications like
news, cricket, astrology, etc.
The launch of the TATA DOCOMO brand marks a significant milestone in the
Indian telecom landscape, as it stands to redefine the very face of telecoms
in India. Tokyo-based NTT DOCOMO is one of the world's leading mobile
operators-in the Japanese market, the company is clearly the preferred
mobile phone service provider in Japan with a 50 per cent market share.
Despite being a late entrant, Tata Indicom, TTSL's CDMA brand, has already
established its presence and is the fastest-growing pan-India operator.
Incorporated in 1996, Tata Teleservices Limited is the pioneer of the CDMA
1x technology platform in India. Today, Tata Teleservices Limited, along with
Tata Teleservices (Maharashtra) Ltd, serves over 37 million customers in
more than 320,000 towns and villages across the country offering a wide
1
range of telephony services including Mobile Services, Wireless Desktop
Phones, Public Booth Telephony and Wire-line Services.
2001 - Mr. Vinod Shukla, Director has resigned and Mr Pradeep Kaul has
been appointed in his place. 2002-Hughes Tele.com crosses 150000 live
customer lines.
- Hughes Tele.com India Ltd has informed that the Board has appointed Mr
Jay Dehejia as a Director of the Company. Mr Dehejia has also been
appointed as a member of the Audit Committee and Employees Stock
Option Plan Compensation Committee. Mr Jay Dehejia is an Independent
Director for the purpose of Clause 49 of the Listing Agreement. Further,
the Board of Directors has at its meeting held today appointed Mr Paul W
Cheng as an Alternate Director to Mr. Jay Dehejia.
- Hughes Tele.com India Ltd has informed the Board of Directors of the
Company has accepted Mr Sett's resignation at its meeting held on July
16, 2002. Mr Vivek Sett will however continue as the Company's Chief
Financial Officer.
- Hughes Tele.Com (India) Limited has informed the Exchange about the
Change in Board of Directors as follows : 1.) M/s. Pramod Mittal, Pradman
Kaul, Jack Shaw, Francis X Frantz, Vinod K Mittal, James Lucchese,
Pradeep Kaul, Jaykumar Dehejia & Vijay dhar have resigned from the
office of the Director of the Company w.e.f December 6, 2002.
Consequent to the above said resignations, M/s. Arun Kumar (alternate to
Mr. Jack Shaw). Sanjay Chaudhary (alternate to Mr. Francis X. Frantz),
Pranav Roach (alternate to James Lucchese), Partho Banerjee (Alternate
to pradeep Kaul), Paul W Cheng (Alternate to Jaykumar Dehejia),John-
Michael Lind (Alternate to Pramod Mittal) have also ceased to be
alternate Directors w.e.f. December 6, 2002. 2.) Dr. J J irani, Mr. S
Ramakrishnan, Mr. Ishaat Hussain, Mr. R Gopalakrishnan, Mr.Kishor
Chaukar, Mr. Firdose Vandrevala, Mr. N.S.Ramachandran & Mr. Pradman
Kaul have been appointed as Directors of the Company w.e.f. December
6, 2002. The Board will shortly be expanded to include one more director.
1
The above changes have been approved at the meeting of the Board of
Directors of the Company held on December 6, 2002.
2003
- TTSL, the Private basic telecom services operator has launched its Voice
Mail Services (VMS).
- TTSL is re-evaluating its decision to expand its public Call Offices (PCO's)
and Cyber Cafe's across the country under the Tata Indicom Umbrella.
- Tata Teleservices ltd and Dish net DSL Ltd have tied up for sharing of
infrastructure and a co-location agreement across the country.
- Tata Teleservices has slashed its WLL STD rates to Rs.1.90 per minute for
calls beyond 500kms.
1
- TTSL has announced an offer which enables its customers to own a
mobile phone and a connection for Rs.999.
- TTML is negotiating with the Airport Authority of India (AAI) to offer Tata
Indicom Wi-Fi services a high frequency wire free access to the internet,
at airports.
- TTSL has tied up with Motorola for the letters first commercial CDM
software switch.
- TTSL has successfully launched its Tata Indicomm CDMA services in Pune,
nagpur Nasik and Aurangabad.
- TTSL has unveiled its CDMA -based mobile services in Mumbai with
lowest pulse rate at 15 seconds.
1
- Tata Tele unveils m-tribe to tap talent
- Launches Tata Indicom Pre Pay service for fixed wireless phone (FWP) in
Andhra Pradesh and Delhi circles.
- Tata Indicom forges alliance with Nokia to roll out gaming package
- Tata Indicom forays into wireless pre-paid segment with new features
- Tata Indicom rolls out first ever PTT service in India 2005
1
- Tata Tele launches services in Uttaranchal
- Tata Indicom ties-up with Bangalore One for payment of its bills by
Customers at Bangalore One centers spread across the city
- Tata Teleservices Ltd has launched its first `Tata Indicom True Value Hub'
in Kerala 2006
Talk Get More Do More Business Do More Business Do More Get More
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World 199 999 Gold 0123 Silver 1599 399
Overview
Validity
Price Rs.299 Rs.199 Rs.999 Rs.349 Rs.124 Rs.123 Rs.224 Rs.1599 Rs.399
Incoming Free Free Free Free Free Free Free Free Free
Calls
Free Rs.0 Rs.199(All No Rental a.) Roaming Rs.0 Rs.0 Rs.150 Rs.0 Rs.425
TalkTime Calls) and CLIP Incoming - 500 (All Calls) (Local
charges Mins b.) Rs. 100 Calls)
for 12 (Local/STD/ISD)
months.
Clip Rs.0 Rs.50 Free Free Rs.25 Rs.25 Rs.25 Rs.25 Rs.25
Charges (Optional) (Optional) (Optional) (Optional) (Optional) (Optional)
Local
Rates
Same Rs.1 per Rs.0.50 Rs.1 Rs.0.10 Rs.0.50 Rs.0 Rs.0.50 Rs.1 Rs.0.50
Carrier 3
minutes
Other Rs.1 Rs.1.20 Rs.1 Rs.0.50 Rs.0.50 Rs.1 Rs.0.50 Rs.1 Rs.1.75
Carriers
Landline Rs.1 Rs.1.20 Rs.2 Rs.0.50 Rs.1 Rs.2 Rs.1 Rs.2 Rs.1.75
1
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World 199 999 Gold 0123 Silver 1599 399
STD
Rates
Same Rs.1 per Rs.2 Rs.2 Rs.2.40 Rs.2.50 Rs.3 Rs.2.65 Rs.2 Rs.2
Carrier 3
minutes
Landline Rs.1 Rs.2.65 Rs.2.65 Rs.2.40 Rs.2.50 Rs.3 Rs.2.65 Rs.2.65 Rs.2.65
ISD Rates
USA, Rs. 6.40 Rs.9.2 Rs.9.2 Rs.9.2 Rs.9.2 Rs.9.2 Rs.9.2 Rs.9.2 Rs.9.2
Canada, (9 AM- 9
Europe PM -
(Fixed Monday
Line), to Friday)
Australia, Rs. 4.00
Singapore, (9 PM - 9
Hong AM
Kong, Monday
Thailand, to Friday
Malaysia, and 24
Indonesia, hours on
New Sat/Sun)
Zealand.
Gulf, Rs. 9.20 Rs.9.2 Rs.9.2 Rs.9.2 Rs.9.2 Rs.9.2 Rs.9.2 Rs.9.2 Rs.9.2
Europe (9 AM- 9
(Mobile), PM -
SAARC Monday
countries, to Friday)
Africa & Rs. 7.00
Rest of the (9 PM - 9
world AM
Monday
to Friday
and 24
hours on
Sat/Sun)
Cuba, Sao
Tome &
Principe,
Guinea
Bissau,
Diego
Garcia,
Nauru,
Solomon
Islands,
Vanuatu,
Cook
Islands,
Tuvalu,
Tokelau,
Norfolk
Island,
1
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Sakhalin
SMS
National Rs.1 Rs.2 Rs.2 Rs.0.50 Rs.2 Rs.2 Rs.2 Rs.2 Rs.2
Local Rs.1 Rs.1 Rs.1 Rs.0.50 Rs.1 Rs.1 Rs.1 Rs.1 Rs.1
Internation Rs.4 Rs.5 Rs.5 Rs.5 Rs.5 Rs.5 Rs.5 Rs.5 Rs.5
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Other
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Chapter 2
1
OBJECTIVE OF THE STUDY
feedback segment of the Reliance Imfocomm and Tata indicom. The scope of
study involves.
1
RESEARCH METHODOLOGY
PRIMARY DATA:-
And I have use large sampling technique like CHI SQUARE TEST.
1
Sample Process: - I have used the Random sampling. Because my
sample size large simple.
Secondary data:-
I have used the secondary data from magazine, same data from the
books and article, and internet, Journal.
1
LITeRATEUR review
Consumer satisfaction
This study is conducted by TRAI. It assesses the satisfaction level of consumers encompassing
quality of technical service, quality and operational aspects of gadgets and social /psychological
costs due to unsolicited promotional calls /SMS. The analysis in this report shows that the
consumption behavior of the mobile phone users in Delhi and covers the aspects like usage
pattern of the mobile phone services, assessment of the level of satisfaction, preference for
various attributes and functionalities of gadgets .
Consumer behavior
The titled named “consumer buying behavior” by Martin Tina; Sam
Manaberi [2005]
Discussed the industrial purchasing stands for more than half of the whole
economic activity in industrialized countries. Therefore it is important to
understand how industries perform buying activities. The telecommunication
industry is a fast growing industry and therefore interesting to investigate.
The purpose of this study was to investigate the characteristics of industrial
buying behavior in the telecommunication industry. The purpose has been
further developed in forms of research questions dealing with the buying
process, buying center and choice criteria. A case study was made with a
customer, to the telecom supplier Ericsson, from the company HI3G Access,
also known as 3. A highly topical company in the third generation telecom
networks with Ericsson as one of their primary suppliers. The conducted
telephone interview indicates a swift buying process, influenced by word of
mouth. Additional findings involve a small buying center, which is mainly
controlled by the technical and procurement staff and the importance of
price as selection criteria as the product is becoming a commodity.
1
The article named “consumer buying behavior in mobile phone market in
Finland” by EMAC conference, Track: New Technologies and E – Marketing.
The survey conducted With 397 consumers and looked at their motives to
purchase new mobile phones on one Hand and factors affecting operator
choice on the other. The results indicate that while price and properties were
the most influential factors affecting the purchase of a new mobile phone,
price, audibility and friend’s operator were regarded as the most important
in the choice of the mobile phone operator. This paper concludes with a
discussion of contributions and purposes ideas for future studies in this
under researched area.
1
See Henry assail (1987)27 has discussed the consumer buying behavior
is the “consumer decision making varies with the type of buying decision.
The decisions to buy Tata indicom, reliance, idea, bsnl and vodaphone are
all very different. Complex and expensive purchases are likely to involve
more buyer deliberation and more participants”.
The titled named “consumer buying behavior” by Martin Tina; Sam Manaberi [2005]
discussed the industrial purchasing stands for more than half of the whole economic activity in
industrialized countries. Therefore it is important to understand how industries perform buying
activities. The telecommunication industry is a fast growing industry and therefore interesting to
investigate. The purpose of this study was to investigate the characteristics of industrial buying
behavior in the telecommunication industry. The purpose has been further developed in forms of
research questions dealing with the buying process, buying center and choice criteria. A case
study was made with a customer, to the telecom supplier Ericsson, from the company HI3G
Access, also known as 3. A highly topical company in the third generation telecom networks
with Ericsson as one of their primary suppliers. The conducted telephone interview indicates a
swift buying process, influenced by word of mouth. Additional findings involve a small buying
center, which is mainly controlled by the technical and procurement staff and the importance of
price as selection criteria as the product is becoming a commodity.
The article named “consumer buying behavior in mobile phone market in Finland” by EMAC
conference, Track: New Technologies and E – Marketing. The survey conducted with 397
consumers and looked at their motives to purchase new mobile phones on one hand and factors
affecting operator choice on the other. The results indicate that while price and properties were
the most influential factors affecting the purchase of a new mobile phone, price, audibility and
friends operator were regarded as the most important in the choice of the brand.
Brand selection
The research study titled “factors affecting the brand decision in the mobile phone industry” in
Asia by Liu 2002.This study found that the choice of a cellular phone is characterized by two
1
attitudes to brands: attitude towards the mobile phone brand on one hand and attitude towards the
network on the other. While price and regularity of service were found to dominate choice
between network providers, choices between mobile phone brands were affected by new
technology features such as memory capacity and SMS – options, more than size. The brand will
actually be not towards smaller phones but towards phones with better capability and larger
screen.
MR. Aaker, and David A.(1998)16 has discussed the consumer perception
as the price of the product of well known brands cannot bi differentiated,
retailer are in a very hard position to differentiate them by concentrating be
other factors. As customer have more choice and more information then ever
before, retailer must be highly focused, in order to grow in a world of
1
extremes. Retailer therefore needs to adopt a new approach. It is not
increasing the store image along, but shift simple having a from ‘product-
centric’ to ‘customer-centric’ approach.
The article titled “consumer perception and its choice mobile telecom service
provider in
Malaysia, Journal of International Business and Economics, May, 2007 by
Ahasanul Haque,
Ali Khatibi, Abdur Raquib, Shameem Al Mahmud. The study aims to find out
what are Critical factors those are playing an important role to select the
telecommunication service provider.
Result provides a comprehensive analysis of the important factors for playing
an important role for the customer to select the telecommunication service
provider. The analysis confirms the significant positive relationship of price,
service quality, product quality and availability, and promotional offer for
consumer perception. These factors are expected to have a great role during
the time to choose telecommunication service provider. In conclusion,
practitioners can be deriving a better understanding of the activities that are
being played a vital role for the consumer perception.
Value addition
As this topic is controversial topic at all. As we know that customer satisfaction is not
completely measured by any method because there are some loopholes in the study that are not
the under control of anyone that the external environment cannot controlled. In this research
study too the customer satisfaction of the both companies TATA and Reliance are comparable in
some aspects and not comparable in some other aspect like GSM service of Reliance
communication cannot be comparable with Tata indicom CDMA service. The services of the
Reliance communication are founded to be better than Tata indicom because of their flexible
plan for according to the needs of the customer which make the company to generate revenue
from the postpaid section. The postpaid section of the Reliance communication generates the
57% of total revenue of the total profit.
1
LITeRATEUR review on CUSTOMER RELACTIONSHIP
MANAGEMENT (CRM)
differences in its customers’ and prospects' behavior and needs, track new
existing client, than it does to court new ones. It is said that “It is seven
1
technological perspective, it involves capturing customer data from across
and the results of the analysis are distributed via customer touch points
like mobile sales force, inbound and outbound call centers, web sites,
point-of-sale, email, etc., for use while dealing with customers at these
very touch points. The Internet has revolutionized the way business is
done and has virtually taken the enterprise information system within the
The Business Strategy perspective has most in common with many of the
lessons and topics contained on this website, and indeed within the field of
marketing itself. The diagram below shows the Marketing Teacher Model of
CRM and Business Strategy. Our model contains three key phases -
customer acquisition, customer retention and customer extinction, and
three contextual factors - marketing orientation, value creation and
innovative IT.
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A commonly cited definition of CRM is that of CRM (UK) Ltd (2002), as
follows:
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CRM can access information on products purchased, service contracts,
defects and much more. CRM software provides a standard framework for
pushing lead information through a sales pipeline and managing it
amongst many stakeholders. This way, you can provide better customer
relations and grow revenues by creating more sales, while losing fewer
customers.
Customer service
According to Turban et al “customer service is a series of activities designed to enhance the level
of customer satisfaction that is, the feeling that a product or service has met the customer
expectation. The needs, wants and preconceived ideas of a customer about a product or service.
Customer expectation will be influenced by a customer’s perception of the product or service and
can be created by previous experience, advertising, hearsay, awareness of 32 competitors and
brand image. The level of customer service is also a factor and a customer might expect to
encounter efficiency, helpfulness, reliability, confidence in the staff and a personal interest in
his / her patronage.
The main objectives of customer services are: -
· Learn to identify and analyze customer needs and problems
· Recognize the most common reasons for customer complaints
· Discover techniques to cultivate and maintain special customer relationships
· Assess your communication style and use two – way communication skills to level with people,
to accept feedback from them, and to discuss problems
· Identify specific problems in your customer service program and apply treatment.
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EMPIRICAL ANALYSIS
weighted average method. The gender of the respondents is presented in the table below.
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Interpretation: - It is obvious from above table1 that 68% of the respondents are male and 32%
of the respondents are female out of 400 respondents.
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Interpretation: - It is obvious from above table2 that 68% of the respondents are prefer to the
reliance and 32% of the respondents are Tata indicom out of 400 respondents.
GSM 85 21%
both 95 24%
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Interpretation: - It is obvious from above table3 that 55% of the prefer the CDMA service,21%
of the GSM and 24% both services out of 400 respondents.
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Tariff Plan 104 Tariff Plan 40
Value added 70 Value added 25
service service
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Table 5:- promoted you to have this service
Friend 80 Friend 35
Family 64 Family 26
Other 40 Other 15
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Overall satisfaction level with service of the customers
The details of the satisfaction level of the respondents are given in the table
below
Good 60 50
Satisfied 140 36
Bad 0 0
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Very bad 0 0
1
.
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Table 1 Gender and level of satisfaction towards services rendered by Reliance
Tata 40 50 36 0 0 126
2.
NULL HYPOTHESIS (H0): The services of Reliance is better than of Tata Indicom
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CHI – SQUARE TEST
0 0 x 274/400 0 0 0 0
0 0 x 274/400 0 0 0 0
0 0 x 126/400 0 0 0 0
0 0 x 126/400 0 0 0 0
23.80
Fo = Observed Value
Fe = Expected Value
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Degree of freedom =4
Interpretation: - From the above analysis, it is found that the calculated value is more than the
table value, i.e., null hypothesis is Rejected. So there is significant difference between the gender
and the level of satisfaction towards the services rendered by Reliance. Both male and female
respondents are not equally satisfied from the services rendered by Reliance.
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Chapter III
FINDINGS
2. According to the survey, the main elements of buying behavior of TATA Indicom
telecommunication service are :
3.TATA Indicom. 32 % respondents are satisfied with the recharge coupons offered by the
TATA Indicom.
4.All the people are satisfied the Reliance services like- coverage, offers, brand image,
customer service and sales promotion Acording my serve.
5.Most people like the reliance 68% and 32% people like the Tata.
SUGGESTION
This study offers the following suggestions: Following are the few suggestions to
Reliance and Tata for improving the market share and image of the products concerned.
1. Company can decrease call rates to other subscribers for attracting youngsters
2. Voucher card can provide all the retail shops on time for customer convenience.
3. Better quality batteries may be provided with the set.
4. Sales promotion can be more intense, like television ad showing the price, quality, and other
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product related details.
5. Even though the company has some offers or other value added services, it can be well
known by the sales people. So it is better to provide adequate training to the sales people.
6. Provide the tower to all centers for avoiding the network problem.
7. To ensure better customer satisfaction & maintain higher level of Customer relationship
management, the billing department has to be more effective & efficient.
8. User manuals and the plan’s pamphlets should be given to the staff for clearing the doubts of
the customers.
9. The cancellation mainly occurs in landline connection. So the company can take care of the
following services
96
Billing activities
After sales service
On time delivery of the product after complaint has to be recovered.
10. Company can appoint more technicians to all TATA retail True Value hubs to recover on
time land line service compliant.
11. The employees can call back to customers atleast once in a month for getting the feedback
of the services offered.
12. Customers are demanding for affordable price for product and gifts with purchasing.
13. Majority of the customers are not satisfied with the recharge coupons offering by the
company. So the company can increase the talk time to all recharge coupons.
14. Customer relationship managers can keep the records of update details regarding the
customer’s address change for sending the postpaid billing charges to avoid delay of
payment.
15. All the TATA Indicom retail hubs can have the complaint grievance box for customers.
16. Employees can inform customer complaint on time to the head of the department.
CONCLUSION
The conducted study try to examine the market mindset towards one of the
major player in
the telecom sector. The selected company for the study is TATA indicom
which is having a
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reputation in the market. This study had examined customer evaluation
about the tele
services provided by the company. It also investigates the major reasons
behind cancellation of services by the customers.
The major findings are
The customers are not satisfied with services because of the low quality;
high price, poor
after sales services, less network coverage etc.
BIBLIOGRAPHY
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1. Buying behavior” by Martin Tina; Sam Manaberi [2005].
2. Bolton, R.N, Kannan, P.K.Bramlett , M.D(2002) , Implications of loyalty program
membership and service experiences for customer retention and value, Journals of the
Academy of Marketing Science.
3. Dr Kothari C R (2008) Research Methodology: Methods and Techniques Wishwa
Prakashan.
4. Jim Blythe (1999) The Essence of Consumer Behaviour , Prentice Hall PTR.
5. Liu, Vol 4, (2002) Factors affecting the brand decision in the mobile
phone industry in asia, Journals of Marketing.
6. Liu, Vol 4, (2002) Factors affecting the brand decision in the mobile phone industry in
7. Martin Tina; Sam Manaberi, Vol 2 [2005] consumer buying behavior, Indian Journals
8. Mr. Roland T.Rust, Valerie A. Zeithaml (2000)22 During customer
equity, marketing management written by the Philip kotler (2004)
page no. (76-78).
9. Philip Kotler and Kevin Lane Keller (2005), Marketing Management Twelfth Edition,
Prentice Hall, Delhi.
10. See Henry Assael, consumer buying behavior and marketing
action Boston: Kant (1965) (ch.4) from the book marketing
management written by the Philip kotler (2004) page no.(200-
202).
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• www.google.com
• www.yahoo.com
• www.indiadaily.com
• www.kpmg.de
• www.indiaonestop.com
• www.go.com
Vs.
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QUESTIONNAIRE
Dear customer
Name: Location:
Age: Sex:
Q.3 Which factor do you prefer while using the telecom service?
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(b) Family ( ) Family ( )
(a) Yes ( )
(b) No ( )
(a) Yes ( )
(b) No. ( )
Q.9 Are you satisfied with the pricing polices of this company?
(a) Yes ( )
(b) No. ( )
(a) Reliance ( )
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(b) Tata indicom ( )
Date………………. Name…………………….
Place……………….