RESEARCH PROJECT REPORT (MBA - 043)

ON
Customer preference while purchasing wireless internet
broadband service- A comparative study of Reliance communications and Tata teleservices Submitted in Partial Fulfilment of

Master of Business Administration (MBA)

Programme: 2009 -11

Of

Gautam Budhha Technical University, Lucknow

Under the Supervision of (M/s Priyanka Sharma) MBA Department

SUBMITTED BY Anup Kumar Singh ROLL NO. -0901470008

S.R.M.S.C.E.T., Bareilly

Faculty of Management Science

Shri Ram Murti Smarak College of Engineering & Technology, Bareilly

(College Code 014)

Shri Ram Murti Smarak College of Engineering & Technology, Bareilly (U.P.)

Faculty of Management Science

Certificate
This is to certify that Mr. Anup Kumar Singh, a student of MBA IV Semester has completed his Research Project Report titled Customer preference while purchasing wireless internet broadband service- A comparative study of Reliance communications and Tata Teleservices assigned by MBA Department and under my supervision. It is further certified that He has personally prepared this report that is the result of his personal survey/observation. It is of the standard expected to MBA student and hence recommended for evaluation. Supervisor (Mrs. Priyanka Sharma) Above statement is endorsed.
(Anant Kumar Srivastava) Head - MBA

Declaration

I hereby declare that the project, which is being presented in this report, entitled Consumer Perception towards service quality Customer preference while purchasing wireless internet broadband service- A comparative study of Reliance communications and Tata Teleservices, is an authentic record of my own work

during the period of 4 weeks from as a part of my MBA course of GBTU Lucknow. The information which is given by me in this report is exclusively for the concerned organization and the institute. It would not be submitted by me anywhere else.

Anup Kumar Singh MBA 2nd Year

Acknowledgement

No work can be done in isolation and this work was no exception. It required the time and efforts of many people without which this would have been very difficult. This research work is based on the information provided by Reliance and Tata Teleservices in their website. I am thankful to Mrs. Priyanka Sharma for her guidance and encouragement in complementing my dissertation work. I would also like to thank to our Dr. S P Gupta, Director General (SRMSCET Bareilly) and Anant Kumar Srivastava, HOD (FMS) who gave me this opportunity to work on my dissertation project as per requirement of GBTU MBA Curriculum. Last but not the least I thank my parents and friends who were consistent source of inspiration and gave me courage and resources to complete my research.

Anup Kumar Singh Roll no.0901470008

CONTENT TOPIC Chapter- 1 Introduction 1.1 Introduction of the topic 1.2 Company Overview-Reliance Communications 1.3 Company Overview-Tata Teleservices 1.4 Details about the Research Topic 1.5 Research question & objective 1.6 Research problems questions. Chapter-2 Literature review Chapter -3 Research Design 3.1 Introduction 3.2 Data type 3.3 Sample design, sample frame, sample size 3.4 Research instrument Chapter-4 Data analysis and interpretation Chapter-5 Findings and Recommendation 5.1 Findings 5.2 Recommendations 5.3 Conclusion 5.4 Limitations Bibliography Annexure PAGE NO. 1 1 10 19 31 32 32 34 36 36 36 37 37 41 56 56 57 57 58 59 60

List of tables. Table no. 1. No of users of Tata and reliance broadband Table no 2. Factors responsible for awareness of respondents Table no 3. Satisfaction of respondents with respect to price. Table no 4. Impact of tariff plans on purchase decisions. Table no 5. Satisfaction level of consumers over tariff plans Table no 6. Response of consumers over free data usages. Table no 7. Responses over internet connecting device. Table no 8. Satisfaction level of consumers toward customer care. Table no.9. Satisfaction level of consumers with the internet speed. Table no 10. Satisfaction of consumers with respect to the service.

Page no. 41 42 43 44 45 47 48 50 52 54

List of Figures. Fig. No. 1. % of Tata and reliance wireless broadband users Fig. No. 2. % of factors responsible for awareness. Fig. No. 3. Satisfaction of respondents with respect to price Fig. No.4. Impact of tariff plans on purchasing Fig. No.5. Satisfaction level of consumers over tariff plans Fig. No. 6. Response of consumers over free data usages. Fig. No. 7. Responses over internet connecting device. Fig. No. 8. Satisfaction level of consumers toward customer care. Fig. No. 9. Satisfaction level of consumers with the internet speed. Fig. No. 10. Satisfaction of consumers with respect to the service.

Page no. 41 42 43 44 46 47 49 51 53 54

Chapter 1:- Introduction 1.1 Introduction of the topic

This chapter includes a brief introduction about Indian telecom Industry, about Reliance communications and Tata Teleservices, their history and all other important points. Besides this a detail summary of my research topic, its objective as well as research question are covered in this chapter.

Introduction of Theme The theme of my research report is based on Customer preference, where in I have to find out the preference of customers towards wireless internet broadband services provided by reliance and Tata. Customer preference can be analyzed on few parameters listed as-

y portability of internet connecting device y speed of internet y tariff plans y free data usage being provide to them by company y price of the service y Coverage area of the service.

Indian Telecom Industry

At 110.01 million connections ' Indian Telecom Industry' is the fifth largest and fastest growing in the world. The subscriber base has grown by 40% in 2005 and is expected to reach 250 million in 2007. Over the last 3 years, two out of every three new telephone connections were wireless. Consequently, wireless now accounts for 54.6% of the total telephone subscriber base, as compared to only 40% in 2003. Wireless subscriber growth is expected to grow at 2.5 million new subscribers every month in 2007. The wireless subscriber base skyrocketed from 33.69 million in 2004 to 62.57 million in FY 2004 -2005. The wireless technologies currently in use ' Indian Telecom Industry ' are Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA). There are primarily 9 GSM and 5 CDMA operators providing mobile services in 19 telecommunication circles and 4 metro cities, covering more than 2000 towns across the country. And the numbers are still growing for ' Indian Telecom Industry '. ' Telecom Industry in India ' is regulated by 'Telecom Regulatory Authority of India' (TRAI). It has earned good reputation for transparency and competence. Three types of players exists in ' Telecom Industry India ' community State owned companies like - BSNL and MTNL. Private Indian owned companies like - Reliance Infocomm and Tata

Teleservices.

Foreign companies invested like - Hutchison-Essar, Bharti Tele-Ventures,

Escotel, Idea Cellular, BPL Mobile, Spice Communications etc. The Indian Telecom Industry services are not confined to basic telephone but it also extends to internet, broadband (both wireless and fixed), cable TV, SMS, IPTV, soft switches etc. The bottlenecks for ' Indian Telecom Industry ' are: Slow reform process. Low penetration. Service providers bears huge initial cost to make inroads and

achieving break-even is difficult. Huge initial investments. Limited spectrum availability and interconnection charges between the private

and state operators. The Government Broadband Policy 2004, aims at 9 million broadband connections and 18 million internet connections in 2007. Indian Telecom Industry ' is currently expected to contribute nearly 1% to India's GDP which is heartening and estimated to grow further and brighten the ' Scenario o f Indian Telecom Industry The Indian telecommunication industry is the world's fastest growing industry with 771 million mobile phone subscribers as of January 2011.It is also the second largest telecommunication network in the world in terms of number of wireless connections after China. See List of countries by number of mobile phones in use. As the fastest growing telecommunications industry in the world, it is projected that India will have 1.159 billion mobile subscribers by 2013 .Furthermore; projections by
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several leading global consultancies indicate that the total number of subscribers in India will exceed the total subscriber count in the China by 2013. The industry is expected to reach a size of 344,921 crore (US$76.57 billion) by 2012 at a growth rate of over 26 per cent, and generate employment opportunities for about 10 million people during the same period. According to analysts, the sector would create direct employment for 2.8 million people and for 7 million indirectly. In 2008-09 the overall telecom equipments revenue in India stood at 136,833 crore (US$30.38 billion) during the fiscal, as against 115,382 crore (US$25.61 billion) a year before.

Internet India has the world's third largest Internet users with over 100 million users (of whom 40 million use the internet via mobile phones) as of December 2010.[36] Internet penetration in India is one of the lowest in the world which is 8.4% of the population, compared to other nations like United States, Japan or South Korea where internet penetration is significantly higher than in India. The number of broadband connections in India has seen a continuous growth since the beginning of 2006. As of December 2010, total broadband Internet users in the country have reached 10.92 million. See List of countries by number of broadband Internet users Broadband in India is more expensive as compared to Western Europe/United Kingdom and United States.

11

After economic liberalization in 1992, many private ISPs have entered the market, many with their own local loop and gateway infrastructures. The telecom services market is regulated by the TRAI and the DoT, which has been known to impose censorship on some websites. List of Internet Service Providers in India This is a list of the main Internet service providers in India. State Owned * BSNL - servicing all of India except Mumbai and Delhi. Triple-play Broadband Services provided by ADSL and VDSL. Also providing internet services over GPRS, 3G, as well as WiMax. * MTNL - servicing Mumbai and Delhi. Triple-play Broadband Services provided by ADSL under the "Tri-Band" brand. Also providing GPRS and 3G internet services. Both companies are also pioneering 3G services in selected circles. BSNL has also started EVDO services since November, 2007. Privately owned, nationwide * Airtel - ADSL, GPRS & 3G * Aircel - GPRS & 3G * Hathway - Broadband over Cable * Hayai Broadband - FTTH, 802.16e/Mobile WiMax (to be launched)

12

* Idea - GPRS & 3G * MTS India - CDMA/EV-DO * O-Zone Networks Private Limited - Pan - India Public Wi-Fi hotspot provider * Reliance Communications - ADSL, GPRS & 3G, Metro-Ethernet, CDMA/EVDO, Wimax * Reliance Industries - LTE (to be launched) * Sify - Broadband over cable * Spectranet - Broadband over cable * Tata DoCoMo - GPRS & 3G * Tata Indicom - ADSL, CDMA/EV-DO, Metro-Ethernet, WiMax * Tikona Digital Networks - Wireless 4G Broadband(OFDM) * Vodafone - GPRS & 3G * YOU Broadband & Cable India Limited (formerly YOU Telecom) Broadband over cable Privately Owned, regional * Asianet Data Line - Broadband over Cable, Kerala * Beam Telecom - FTTB, Hyderabad

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* Fivenet - Broadband over Cable (Mumbai, currently expanding to Pune, Haryana and other regions) * Honesty Net Solutions - Broadband over Cable, Mumbai * IOL Netcom * Railwire - Broadband over Cable; Whitefield, Bangalore There are a large number of small players with very limited coverage areas. Enterprise/Wholesale Only * GAILTEL * Railtel * STPI * Powertel Low Speed Broadband (256 kbit/s - 2 mbit/s) The current definition of Broadband in India is speeds of 256 Kbit/s. TRAI on July 2009 has recommended raising this limit to 2 Mbit/s. As of October 2010, India has 10.52 million broadband users, constituting 6.0% of the population. India ranks one of the lowest provider of broadband speed as compared countries such as Japan, South Korea and France. Because of the increase in Broadband penetration and the quality of service steadily improving, many non-resident Indians are now enjoying the ability to communicate
14

with family in India from around the world. However, many consumers complain that ISPs still fail to provide the advertised speeds - some even failing to meet the 256 kbit/s standards. High Speed Broadband (over 2 Mbit/s) Airtel has launched plans up to 16 Mbit/s on ADSL2+ enabled lines and is

piloting new 30 Mbit/s and 50 Mb it/s plans in limited areas. Beam Telecom offers plans up to 6 Mbit/s for home users and has 20 Mbit/s

plans available for power users in only Hyderabad city. BSNL offers ADSL up to 8 Mbit/s in many cities.It also started offering FTTH

speeds ranging from 256Kbps to 100Mbps. Hayai Broadband will offer FTTH services up to 100 Mbit/s, with an Internal

network speed of 1 Gbit/s. Honesty Net Solutions offers Broadband over Cable at up to 4 Mbit/s. MTNL offers VDSL at speeds up to 20 Mbit/s in selected areas Reliance Communications offers 10 Mbit/s and 20 Mbit/s broadband internet

services in selected areas. Tata Indicom offers 10 Mbit/s, 20 Mbit/s and 100 Mbit/s options under the

"Lightning Plus" tariffs structure O-Zone Networks Private Limited Pan-India public Wi-Fi hotspot provider

giving wireless broadband up to 2 Mb/s.

15

The main problem consumers face with High Speed Broadband in India is that they are frequently expensive and/or they have limited amounts of data transfer included in the plan.

Data of internet users in India1

YEAR
1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2009 2010

Users
1,400,000 2,800,000 5,500,000 7,000,000 16,500,000 22,500,000 39,200,000 50,600,000 40,000,000 42,000,000 81,000,000 81,000,000

Population
1,094,870,677 1,094,870,677 1,094,870,677 1,094,870,677 1,094,870,677 1,094,870,677 1,094,870,677 1,112,225,812 1,112,225,812 1,129,667,528 1,156,897,766 1,173,108,018

% Pen.
0.1 % 0.3 % 0.5 % 0.7 % 1.6 % 2.1 % 3.6 % 4.5 % 3.6 % 3.7 % 7.0 % 6.9 %

Usage Source
ITU ITU ITU ITU ITU ITU
C.I. Almanac

C.I. Almanac

IAMAI

IWS

ITU

ITU

Source web site of times of India timesofindia.indiatimes.com

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1.2 Company overview-Reliance communications

Type Industry Founded Headquarters Key peoplePublic Telecommunications 2004 Navi Mumbai,Maharastra , India Anil ambani (chairman) Satish seth (M.D.) Products Wireless ,Telephone, Internet, Television

Reliance Communication (R Com) is the second largest Telecom company in India in terms of customers. The Company has a customer base of 125 million including over 2.5 million individual overseas retail customers. It ranks among the Top 5 Telecom companies in the world by number of customers in a single country. Reliance Communications corporate clientele includes 2,100 Indian and multinational corporations, and over 800 global, regional and domestic carriers. A pan-India network, covering over 24,000 towns and 600,000 villages has been established by Reliance Communications. Reliance Communications owns and operates the next generation IP enabled connectivity infrastructure comprising over 190,000 kilometres of fibre optic cable systems in India, USA, Europe, Middle East and the Asia Pacific region.
17

Reliance Globalcom serves over 2,100 enterprises, 200 carriers and 2.5 million retail customers in 163 countries across 6 continents. Reliance Communication has acquired 3G license in 13 circles out of total 22 circles. Reliance has launched 3G services in 9 circles by 26 January 2011 Reliance Communications has a reliable, high-capacity, integrated (both wireless and wire line) and convergent (voice, data and video) digital network. It is capable of delivering a range of services spanning the entire infocomm (information and communication) value chain, including infrastructure and services for enterprises as well as individuals, applications, and consulting. Today, Reliance Communications is revolutionising the way India communicates and networks, truly bringing about a new way of life.

Background of the Company It ranks among the top 5 telecommunications companies. In the world by number of customers in a single country. Reliance Communications corporate clientele includes 2,100 Indian and other nations, and over 800 global, regional and domestic carriers. The company has established a pan-India, next-generation, integrated (wire less and wire line), convergent (voice, data and video)digital network that is capable of supporting services spanning the entire communications value chain, covering over 24,000 towns and 600,000 villages .

18

History of the company Reliance group was founded by Dhirubhai Ambani in 1966 as a polyester firm. Dhirubhai started the equity cult in India. Reliance later entered into financial services, petroleum refining, power sector. By 2002 Reliance had grown into a $15 billion conglomerate. After the death of Dhirubhai Ambani on July 6, 2002, Reliance was headed by his sons. The group was formed after the two feuding brothers Mukesh Ambani and Anil Ambani, split Reliance Industries. Anil Ambani got the responsibility of Reliance Infocomm, Reliance Energy, Reliance Capital and RNRL. This led to a new beginning called RELIANCE. Later this group entered the power sector through Reliance Power and the entertainment sector by acquiring Adlabs. Competitors Reliance Communications competes with 14 other mobile operators throughout India. They are Aircel, Airtel Cheers Mobile, BSNL, Idea, Loop Mobile, MTNL, MTS, Ping Mobile, S Tel, Tata DoCoMo, Tata Indicom, Uninor, Videocon, Virgin Mobile (GSM & CDMA) and Vodafone.

19

Vision and Mission of the company

Vision
y By 2015, be amongst the top 3 most valued Indian companies.

y Providing Information, Communication & entertainment services and being the

industry benchmark in customer Experience ,Employee centricity and innovation.

Mission We will create world-class benchmarks by:

y Meeting and exceeding Customer expectations with a segmented approach. y Establishing, re-engineering and automating Processes to make them

customer centric, efficient and effective.

y Incessant

offering

of

Products

and

Services

that are value for money and excite customers

y Providing

Network

experience

that

is

best in the industry.

y Building

Reliance

into by

an others

iconic and

Brand leads

which industry

is

benchmarked

in Intention to Purchase and Loyalty.

20

y Developing a professional Leadership team that inspires, nurtures talent and

propagates RCOM Values by personal example.

Products of the CompanyReliance communications offer various products but in this report we are to take the internet services. It provides -

y Reliance netconnect y

Reliance netconnect+

Reliance netconnect+ Reliance is considered one of the biggest internet service providers in India with excellent broadband connection. Besides that the Reliance broadband tariff plans too attract millions of net users to get their latest wireless broadband connection. At present they are offering the broadband connection which is called Netconnect Broadband+ in the form of data card and USB modem.

21

Offers Reliance Netconnect Broadband+ brings an exclusive Prepaid Offer. Now experience the web like never before on India's fastest wireless Internet service. Enjoy music downloads, gaming, video chat, live TV and much more at an outstanding speed of up to 3.1 Mbps. So, stay connected and expands possibilities while at home or on the move. To avail this offer, just pay Rs. 1599/- and get Reliance Netconnect Broadband+ USB Modem

Tariff plans The various Reliance Netconnect+ prepaid tariff plans: Pack Broadband+ 300MB Pack Broadband+ 700MB Pack Broadband+ 1GB Pack Broadband+ 3GB Pack Broadband+ 5GB Pack Broadband+ 10GB Pack Broadband+ 15GB Pack Price Rs. 250/Rs. 500/Rs. 715/Rs. 935/Rs. 1,210/Rs. 1,379/Rs. 1,925/Validity 30 Days 30 Days 30 Days 30 Days 30 Days 30 Days 30 Days

22

The various post-paid Reliance Netconnect+ Tariff Plans are:

Tariff Plan

Monthly Discount Rental

EffectiveRental/month Extra for 12 Months Usage

Broadband+ Pay as you Rs. 299/go Broadband+ Rs. 499/512 MB Broadband+ 50 10 GB @ Rs. 499/Night Broadband+ Rs. 650/1 GB Broadband+ Rs. 750/2 GB Broadband+ Rs. 850/3 GB Broadband+ 1 GB day, Rs. 849/10 Night Broadband+ Rs. 949/Nil Rs. 949/50 p /MB GB Nil Rs. 849/50 p /MB Nil Rs. 850/50 p /MB Nil Rs. 750/50 p /MB Nil Rs. 650/50 p /MB Nil Rs. 499//Min. p Nil Rs. 499/50 p /MB Nil Rs. 299/Rs. 1/MB

23

2 GB day, 10 Night Broadband+ 3 GB day, Rs.1,049/10 Night Broadband+ Rs.1,099/5 GB Broadband+ Rs.1,099/10 GB City Broadband+ 5 GB day, Rs.1,298/10 Night Broadband+ 10 GB day, Rs.1,298/10 GB 200 Rs. 1098/50 p /MB GB 200 Rs. 1098/50 p /MB 200 Rs. 899/50 p /MB 200 Rs. 899/50 p /MB GB 200 Rs. 849/50 p /MB GB

Night City Broadband+ Rs.1,250/10 GB Broadband+ Rs.1,499/10 GB day, 200 Rs. 1299/50 p /MB 200 Rs. 1050/50 p /MB

24

10 Night

GB

Broadband+ Rs.1,750/15 GB 200 Rs. 1550/50 p /MB

25

1.3 Company overview-Tata Teleservices

Type Industry Founded Headquarters Key people

Private Telecommunications Incorporated 1996 Navi Mumbai, India Mr. Ratan N. Tata (Chairman) Srinath Narasimhan(MD)

Products Parent Divisions

Wireless, Telephone, Internet, Television Tata Group Tata Indicom (CDMA) Tata DoCoMo (GSM) Virgin Mobile India (CDMA/GSM)

Website

Tatateleservices.com

26

Tata Teleservices Limited is a subsidiary of the Tata Group headquartered in Navi Mumbai, an Indian conglomerate. It operates under the brand name Tata Indicom in various telecom circles of India.

In Nov 2008, Japanese telecom giant NTT Docomo picked up a 26 per cent equity stake in Tata Teleservices for about Rs 13,070 crore ($2.7 billion) or an enterprise value of Rs 50,269 crore ($10.38 billion).[1]

In Feb 2008, TTSL announced that it would provide CDMA mobile services targeted towards the youth, in association with the Virgin Group on a Franchisee model basis.

Tata Teleservices Provides mobile services under 3 Brand names:

y Tata Indicom (CDMA Mobile operator) y Tata DoCoMo (GSM Mobile operator) y Virgin Mobile (CDMA Mobile operator) y Virgin Mobile (GSM Mobile operator)

27

Vision and Mission of the company Vision of the company

y To Provide Information, good Communication & Entertainment services.

y To give good Customer Experience, Employee Centricity and Innovation.

Mission of the company

y Meeting and exceeding Customer expectations with a segmented approach y Establishing, re-engineering and automating Processes to make them

customer centric, efficient and effective

y Incessant

offering

of

Products

and

Services

that are value for money and excite customers

y Providing a Network experience that is best in the industry.

Products of the companyy Tata Photon Plus y Tata Photon whiz

28

Tata photon plus advantage

y Superior In-building Coverage

Tata Photon Plus operates at a frequency of 800 MHz which can penetrate better even through building walls and hence can offer superior indoor connectivity.

Free all-India Roaming We can enjoy free roaming across more than 100 cities in India wherever Tata Photon Plus is available. Automatic switch over to speeds up to 153.6 Kbps (Tata Photon Whiz Speeds) in non-Tata Photon Plus regions. Enhanced signal reception, even while on the move 'Receive Diversity' - Dual antennae in the device aids in stronger reception of the signal.

Dedicated Data Spectrum Dedicated data spectrum ensures that any voice usage does not impact your internet experience.

Convenient recharges to suit your needs

29

We can now choose from a range of unlimited, short-validity & long-validity recharges as per your convenience.

Dedicated Customer Care (1800 266 121 Toll Free) They offer a dedicated Customer Care for Tata Photon Plus to service us better.

Tata photon plus prepaid plans: A Tata Photon plus Prepaid connection at Rs.1799 (Incl. Starter User Kit) SUK (Starter User Kit) Device Rs.100 Total

Rs.1699

(Get 1 GB usage free valid Rs.1799 over 30 days)

Special benefits on nominal First Recharges! Bundled usage (Incl. SUK Validity (Days) benefit) 5 GB 30 2 GB Unlimited* 30

Rs. 5 2

*Post bundled usage, unlimited usage will be available at 155 Kbps within validity period
30

Recharges Recharge Value(Rs) 300 250 500 1500 2500 Bundled Usage 1 GB 250 MB 650 MB 6 GB 10 GB Validity (Days) 7 30 30 90 180

Unlimited Recharge Vouchers Recharge Value (RS.) 700 850 1000 1200 Bundled Usage 1 GB Unlimited* 2 GB Unlimited* 5 GB Unlimited* 10 GB Unlimited* Validity (Days) 30 days 30 days 30 days 30 days

Terms and Conditions The Bundled Usage will be available at a speed of up to 3.1 Mbps (Downlink) or 1.8(Uplink)
y

Beyond the Bundled Usage, Unlimited Usage will be available at speeds up to 155 Kbps

31

Advantages of prepaid services

Online Recharge facility: Customers can recharge their Photon Prepaid connection over the internet, from the convenience of home or office.
y

Credit Cards / Debit Cards of all major banks accepted. Net banking facility also available.

Balance Check via SMS: Customers can receive Balance and validity information over SMS, on their alternate contact number.

Tata photon plus post-paid plans Tata Photon plus Post-paid connection at Rs.1799

32

Tariff Plans Data Based Additional Usage Charges Re. 0.50/MB Re. 0.50/MB Re. 0.50/MB

Plan Name Photon Starter Photon Lite Photon 1GB Plus Plus Plus

Monthly Rental (Rs) 250 500 650

Free Usage 250 MB 650 MB 1 GB

Photon 2GB

Plus

750

2 GB

Re. 0.50/MB

Time Based

Photon Plus 5 250 Hours Photon Plus 30 500 Hours Photon Plus 60 750 Hours Photon Plus Day & Night 950 Plan

300 Min

Re. 1/Min

1800 Min 3600 Min

Re. 1/Min Re. 1/Min

3600 Min (Day) & 5400 Re. 1/Min Min (Night)

33

Terms and Conditions: The discounts are applicable only for new Photon Plus connections The Bill Value Discounts are applicable only for first 12 months from the date of activation
y

y y

The discount value will be corresponding to the rental plan that the customer selects during activation of connection.

y y y y

Data Usage refers to total data transfer (Upload + Download). The plan rental and free data usage in the first bill would be prorated. The free unutilized data usage cannot be carried forward to the next month. Voice calls & SMS will be barred on the Photon Plus device.

Other information The USB modems are manufactured by various OEMs and for any faults or claims the purchaser of handset should approach the Authorized Service Centre (ASC) of the manufacturer with the warranty card. TTSL/TTML sales/service outlets would provide information about ASCs of USB modem manufacturer and will facilitate such an approach. However, TTSL/TTML is not responsible for any claim arising on account of faulty USB modems. We hate to make to you run about to pay us. So here are ways in which you can reach us easily to pay your bills.

34

Online Payment through My Account online portal Log on to My account and create account to make easy online payment with the use of debit/credit or net banking facility.

Auto Debit Payment by standing instructions on bank account or credit card after registration.

In person Pay by cash/cheque/DD/credit/debit card at Tata Indicom retail outlets. Enclose the payment slip, so that money gets credited to your account. Cheque/DD needs to be drawn on Tata Teleservices Ltd A/c No <your 9 digit account no>.

Drop Box Drop your cheque / DD at any conveniently located Tata Indicom drop boxes. Please do not drop cash into the drop boxes

Moto stub (mail order/telephone order) Hand away bill payment by giving one-time standing instructions on the credit card.

35

Oxigen/Suvidha You can make cash payments against your bills anywhere by walking into any of the Oxigen/Suvidha outlets across the country with your Tata Photon Plus number.

Tata Photon whiz The Internet Advantage Tata Photon Whiz offers data transfer and access to internet at speeds up to 153.6 Kbps. Just switch on your desktop / laptop and get connected, so that you dont miss out on any critical information even when you a re on the move.
y

Connects directly to the Tata Indicom network (20 circles and 3500 cities) with easy installation and activation

Actual internet speed will depend on multiple factors like time of the day, number of simultaneous users, web page accessed etc.

36

Tata Photon Whiz Prepaid Plans

Device Price :

Device MRP (Rs.) 999

GCC MRP (Rs.) 100

Total (Rs.) 1099

Device MRP (Rs) GCC (Rs) FRC (Rs) Total (Rs) Customer benefit

FRC Re. 1 999 100 1 1100 Unlimited usage(30 day validity)

FRC 750 999 100 750 1849 Unlimited usage(90 day validity)

FRC 1449 999 100 1499 2598 Unlimited usage(180 validity)

day

Unlimited Recharge Vouchers RCV MRP (Rs.) Validity (days) Inbuilt usage in minutes during peak hours (8:00 am to 10:00 pm) Inbuilt usage in minutes during off peak hours (10:00 pm to 08:00 a.m.) Non-stop 555 555 30 Unlimited Non-stop 1111 1111 90 Unlimited Non-stop 1999 1999 180 Unlimited

Unlimited

Unlimited

Unlimited

37

Grace period is 90 days for all RCVs

Normal RCVs RCV MRP (Rs.) Validity (days) Inbuilt usage in minutes during peak hours (8:00 am to 10:00 pm) Inbuilt usage n minutes during off peak hours (10:00 pm to 08:00 a.m.) Eco Recharge 224 30 750 Mega Recharge 349 30 1250 Giga Recharge 449 30 1850

1500

2500

3700

Grace period is 90 days for all RCVs

1.4 Details about the Research Topic

My Research topic is Customer preference while purchasing wireless internet broadband service- A comparative study of Reliance communications and Tata Teleservices. In this topic I have to analyze the various factors that affect customer preference and also in determining the factors which results in better service quality. As Reliance communications and Tata teleservices are one of the wireless broadband services provider, they are competitors also. This topic also helps in knowing the factors that helps both the companies to compete with each other.

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1.5 Research Question & Objective

Research Question For this research project the following research question is used. Customer preference while purchasing wireless internet broadband service- A comparative study of Reliance communications and Tata Teleservices. Objectives of Study: Following are the research objectives that I will be considering while doing the research Objective 1: To understand about the companys broadband services with reference to Reliance communications and Tata Teleservices, Bareilly. Objective 2: To assess the customer preference about the internet broadband service.

1.6 Research problems questions:

y To know various benefits provided to the customer along with the internet

service. Description: This research question is related to objective 1. With this question we identify the various benefits related to internet services. This also helps us to know about companys differentiated internet service benefits.

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y To analyze the market regarding preference of customers and services of the

company. Description: This research question is related to objective 2. With this question we identify the customer preference about the services being provided by company.
y To know about the Factors responsible for awareness of customers.

Description: This research question is related to objective 2. Through this question we identify the factors responsible for the awareness of customer about the wireless broadband services.
y To know Satisfaction of customers with respect to price of wireless broadband

service. Description: this is related to objective 2. With this we could come to know about the satisfaction of customers over the wireless broadband services being provided by company-Reliance and Tata.
y To know about the tariff plans offered by the company for using wireless broad

band services and also to know consumer preference over these tariff plans. Description: This question is related to objective 1. Through this we could know about the various tariff plans associated with the companies and the consumer preference over them.

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Chapter 2: Literature Review

This Project is related to know the preferences of consumer related to the reliance wireless broadband and Tata wireless broadband internet connection. This research project was initiated to understand the consumer choice and preference about the internet broadband service providers. There was an opportunity for me to understand the practical side of theoretical concepts of management and market Reliance and Tata are providing internet broadband services to the consumers. These both operators are providing services under CDMA (Code Division Multiple Access). These service providers both are having same type of services. So the comparative study of these service providers will be beneficial to know how they are providing their services. We can know about various schemes and benefits they are providing to consumers. Consumer preference Consumer preference for a product can make or break a company. If consumers generally like a product, it can stay around for years and sell millions of copies. However, if consumers do not like the product, it could disappear very quickly if the company cannot figure out how to fix the problem. So consumer preference is the attitude toward any product. What he thinks about a product. He shows preference while making a purchase decision and during use of a product.

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In this project I have tried to know the consumer preference over wireless broadband connections of companies like Tata and Reliance. Here consumer tries to analyse on features like

y portability of internet connecting device y speed of internet y tariff plans y free data usage being provide to them by company y price of the service y Coverage area of the service.

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Chapter3:- Research Design 3.1 Introduction about the chapter

The research design comprises of the research design used, sampling frame, unit, research instrument used.

My research project work is the study Customer preference while purchasing wireless internet broadband service- A comparative study of reliance communications and Tata Teleservices.

This chapter include research design, sample size, sampling method, method of data collection etc.

3.2 Data type

In my research report I have to know about customer perception for which primary data is appropriate. I have used questionnaire as a tool for collecting the information from respondents to know their preference of customers over wireless broadband internet service providers- Reliance and Tata Teleservices. I have framed 10 questions in my questionnaire which comprises of various parameters which helps in determining the customer preference. I have collected the primary data by the method of survey.

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3.3 Sample design, sample frame, sample size

Method of data collection -As the research is about consumer preference so Questionnaire is the best method to collect information about the consumer preference. Area of the study- as this research project is for the Bareilly city so; this study covers Bareilly City only. Sample size -Sample size covered for the purpose of this study is 40. I have taken sample size of 40 persons because it is optimum size to know about the preference of consumer as there are less number of customers who are using Tata or Reliance wireless broadband services. Sampling method

I have selected convenience sampling method because this study

was to be made on consumers and the list of customers were provided by the respective offices of Tata Teleservices and Reliance communications.

3.4 Research Instruments

1. Which broadband connection you are using? Tata Reliance

Description- This question was asked to know whether these persons are using Reliance broadband or Tata broadband internet.

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2. How did you come to know about this company? Friends Advertisement

Description- This question was asked to know how the respondents came to know about wireless internet service providers. 3. Are you satisfied with the price of this service? YES NO

Description- This question was asked to know are they satisfied with the price of their respective companys service. 4. Did the tariff plan have any impact on you while purchasing this broadband connection? Yes No

Description- this question was asked to know that do people like to purchase the connection by focusing over the tariff plans.

5. Are you satisfied with the tariff plans offered by the company? HIGHLY SATISFIED DISSATISFIED SATISFIED HIGHLY DISSATISFIED CANNOT SAY

Description- this question was asked to know the satisfaction level of consumers over tariff plans.

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6. Do you find free data usage is satisfactory with their respective plans? Yes No Cannot say

Description-This question was asked to know what consumer thinks about the free data uses given in tariff plans offered by the company. 7. Are you satisfied with the portability of net connecting device given to you ? Highly satisfied Dissatisfied satisfied highly dissatisfied cannot say

Description- This question was asked to know what they think about the internet connecting device being given by the companies. 8. Are you satisfied with the services after sales provided by the company? . Highly satisfied Dissatisfied satisfied highly dissatisfied cannot say

Description- this question was asked to know are they satisfied with the customer care. 9.Are u satisfied with the net speed? . Highly satisfied Dissatisfied satisfied cannot say

highly dissatisfied

Description- This question was asked to know whether they are satisfied with the coverage area of the services provided by companies.
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10. Are you satisfied with the services of your network provider? Yes no cannot say

Description-this question was asked to know whether the consumers are satisfied with their wireless internet service providers.

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Chapter 4: Data Anal i and Interpretati n

1. Whi h broadband connection you are using?

Tata

R liance

Description- Thi questi n was asked t know whether these persons are using Reliance broadband or Tata broadband internet Table no. 1. No of users of Tata and reliance broadband Company No. Of users Number of users of Tata 25 broadband Number of users of Reliance 15 broadband percentage 62.5

37.5

tata and reliance wireless broadband internet users

37.5 Tata
Rel ance 62.5

Fig no. 1 Percentage of Tata and Reliance wireless broadband users. Interpretation

The study is based on the number of wireless broadband users. The sample si e is 40 and among them there are 25 Tata customers and 15 is using reliance broadband connection.

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2. How did you come to know about this company? Friends Advertisement

Description- This question was asked to know how the respondents came to know

about wireless internet service providers.

Table no 2. Factors responsible for awareness of respondents FACTORS friends advertisement RESPONSES 16 24 percentage 40% 60%

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FRIENDS ADVERTISEMENT 60

Fig no 2. Factors responsible for awareness. Interpretation

Advertisements are the most important source of awareness about the wireless broadband connection. We see that about 60 of people come to know about through advertisements. Friends also play a vital role in increasing awareness about the wireless broadband and 40 have accepted this.
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3. Are you satisfied with the price of this service?

YES

NO

Description- This question was asked to know are they satisfied with the price of their

respective companys service.

Table no 3. Satisfaction of respondents with respect to price. RESPONSES TATA Percentage (Tata) RELIANCE percentage (reliance)

YES NO

21 4

84 16

10 5

66.7 33.3

25
20 15

21

10
10

TATA RELIANCE 4 5

0 YES NO

Fig no 3. Satisfaction of respondents with respect to price. Interpretation

Over the price of service, Satisfaction level of Tata consumers is 84 reliance consumers are satisfied with the price charged.
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while 66

of

4. Did the tariff plan have any impact on you while purchasing this broadband
connection?

Yes

No

Description- this question was asked to know that do people like to purchase the connection by focusing over the tariff plans. Table no 4. Impact of tariff plans on purchase decisions. RESPONSES TATA percentage Tata RELIANCE percentage reliance

YES NO

22 3

88 12

13 2

86.6 13.4

25 20

22

13 15 10 TATA RELIANCE

3
5 0

YES

NO

Fig no.4. Impact of tariff plans on purchasing. Interpretation

Tariff plans are having a lot of impact on users of wireless broadband internet.88 Tata users accepted this and 86.6 having great impact.
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of

of reliance users also said that tariff plans are

5. Are you satisfied with the tariff plans offered by the company? Highly Satisfied Dissatisfied Satisfied Highly Dissatisfied Cannot Say

Description- this question was asked to know the satisfaction level of consumers over tariff plans. Table no 5. Satisfaction level of consumers over tariff plans RESPONSES TATA percentage Tata RELIANCE Percentage Reliance HIGHLY SATISFIED SATISFIED CANNOT SAY DISSATISFIED HIGHLY DISSATISFIED 12 4 2 0 48% 16% 8% 0 7 2 2 0 46.6% 13.3% 13.3% 0 7 28% 4 26.6%

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12 12

10

8 7 7

6 4 4 2
2 0 0 0

TATA RELIANCE

2 2

HIGHLY SATISFIED

SATISFIED

CANNOT SAY DISSATISFIED

HIGHLY DISSATISFIED

Fig no .5 Satisfaction level of consumers over tariff plans

Interpretation

Most of the users are satisfied with the tariff plans offered to them by company.7 Tata customers and 4 reliance customers are highly satisfied. 12 Tata and 7 reliance customers are satisfied. 4 Tata and 2 reliance customers did not respond. Both companys have 2 dissatisfied customers.

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6. Do you find free data usage is satisfactory with their respective plans?

Yes

No

Cannot say

Description-This question was asked to know what consumer thinks about the free

data uses given in tariff plans offered by the company.

Table no 6. Response of consumers over free data usages. RESPONSES TATA percentage Tata RELIANCE percentage reliance 8 53.3 3 20 4 26.67

YES NO Cannot say

15 3 7

60 12 28

16

15

14 12
10 8 7 TATA RELIANCE

8
6 4 3 3

2
0

YES

NO

CANNOT SAY

Fig. no 6. Response of consumers over free data usages. Interpretation

Most of the users are satisfied with the free data usage given to them. Tata customers are more satisfied with respect to reliance users.60 are satisfied whereas 53 of reliance of Tata customers said that they customers are satisfied.

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7. Are you satisfied with the portability of net connecting device given to you ? Highly satisfied dissatisfied satisfied highly dissatisfied cannot say

Description- This question was asked to know what they think about the internet connecting device being given by the companies. Table no 7. Responses over internet connecting device. RESPONSES TATA percentage Tata RELIANCE Percentage Reliance HIGHLY SATISFIED SATISFIED CANNOT SAY DISSATISFIED HIGHLY DISSATISFIED 13 1 1 0 52% 4% 4% 0 8 1 2 0 53.3% 6.6% 13.3% 0 10 40% 4 26.67%

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14

13

12
10

10

6
4 4 2 2

HIGHLY SATISFIED

SATISFIED

Fig no 7. Responses over internet connecting device.

Interpretation

Most of the Tata user are satisfied with the portability of the net connecting devices 10 respondents were highly satisfied where as 4 reliance users were highly satisfied.13 Tata users said they are satisfied as compared to Reliance it is 8.

TATA RELIANCE

1 1

1 0 0

CANNOT SAY

DISSATISFIED

HIGHLY DISSATISFIED

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8. Are you satisfied with the services after sales provided by the company? . Highly satisfied Dissatisfied satisfied highly dissatisfied cannot say

Description- this question was asked to know are they satisfied with the customer care. Table no 8. Satisfaction level of consumers toward customer care.

RESPONSES

TATA

percentage Tata RELIANCE percentage Reliance

HIGHLY SATISFIED SATISFIED CANNOT SAY DISSATISFIED HIGHLY DISSATISFIED

12%

13.3%

15 4 2 1

60% 16% 8% 4%

8 3 2 1

53.4% 20% 13.3% 6.6%

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16 14 12
10

15

8 8 6

TATA RELIANCE 4

2
2

2
1 1 1

HIGHLY SATISFIED

SATISFIED

CANNOT SAY DISSATISFIED

HIGHLY DISSATISFIED

Fig. no 8. Satisfaction level of consumers toward customer care.

Interpretation

3 of Tata customers are highly satisfied over the services after sales and 2 reliance customers said that they are highly satisfied. 15 Tata customers are satisfied , 2 are dissatisfied and 1 is highly dissatisfied. In case of reliance 8 are satisfied, 1 is dissatisfied and 1 reliance customer is highly dissatisfied.

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9.Are u satisfied with the net speed? . Highly satisfied Dissatisfied satisfied cannot say

highly dissatisfied

Description- This question was asked to know whether they are satisfied with the coverage area of the services provided by companies. Table no.9. Satisfaction level of consumers with the internet speed. RESPONSES TATA percentage Tata RELIANCE percentage reliance HIGHLY SATISFIED SATISFIED CANNOT SAY DISSATISFIED HIGHLY DISSATISFIED 14 4 2 1 56% 16% 8% 4% 8 3 2 1 53.3% 20% 13.3% 6.6% 4 16% 1 6.6%

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14

12

10 8 8
TATA 6 4

RELIANCE
4 3 2 2

1 1

0
HIGHLY SATISFIED SATISFIED CANNOT SAY DISSATISFIED HIGHLY DISSATISFIED

Fig. no.9. Satisfaction level of consumers with the internet speed.

Interpretation

Most of the Tata customers are satisfied with the net speed. 4 are highly satisfied and 14 are satisfied. In case of reliance 1 customer is highly satisfied and 8 are satisfied. Both companies have 2 dissatisfied users and 1 highly dissatisfied users.

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10. Are you satisfied with the services of your network provider?

Yes

no

cannot say

Description-this question was asked to know whether the consumers are satisfied

with their wireless internet service providers.

Table no 10. Satisfaction of consumers with respect to the service. RESPONSES TATA percentage Tata RELIANCE percentage Reliance

YES NO CANNOT SAY

19 1 5

76 4 20

9 2 4

60 13.3 26.4

20 18 16 14
12 10 8 6 4 2

19

Se es 1 9
Se es 2

5 4
2 1

0 YES NO CANNOT SAY

Fig. no 10. Satisfaction of consumers with respect to the service.

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Col

n1

Interpretation 76 % of Tata users said that they are satisfied with the services that Tata broadband is providing them.60 % of reliance users are satisfied .so we can interpret that satisfaction level is higher in case of Tata broadband internet.

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Chapter 5: Findings and Recommendation 5.1 Findings

y Advertisements are the most important source of awareness about the wireless

broadband connection.
y Satisfaction level is higher in the users of Tata connection as compared to

Reliance in Bareilly.
y Internet speed of Tata wireless broadband is better than reliance in Bareilly. y Consumers also give preference towards the services after sales. y Consumer prefer Tariff plan of Tata broadband than the tariff plans of reliance

broadband.
y Consumers have shown preference toward the portability of net connecting

device and most of the Tata users are satisfied and like the small size and durability of the modem provided by Tata.
y Consumers have also preferred to use the plan which gives them more free data

usage. And in this case Tata is ahead of Reliance.

y Most of the customers have given preference on the net speed and then they

said that price matters also. So we can conclude that price is an important factor but net speed is most important.

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5.2 Recommendations
y

Companies should focus on the internet speed and more number of towers should be used so that they can cover a lot of area.

y y

Reliance need to focus on their tariff plans. Companies should pay attention towards the services after sales as the customer have also shown their preference while purchasing a connection.

Companies need to solve the problems of consumers as soon as possible as it is major cause of grievance of customers.

5.3 Conclusion:
My research is in the field of Wireless Broadband internet services providers and it provided some interesting facts which can be drawn from the above analysis. A general impression was gathered during data collection. It was the immense knowledge and awareness among customers about both the companies-Reliance communications and Tata Teleservices. Customers in general have been influenced by the advertising campaigns of these companies. A higher emphasis is laid on the Price, speed and portability of the services.

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5.4

Limitations of The Study

This study is restricted only to the Bareilly, so the results may not be applicable to other areas. 1. This study is based on the prevailing customers. But the customers perception may change according to time, fashion, technology, development, etc. 2. Data collection of exact data for the research is not possible because of difference between what respondent say and what they actually do. 3. Information provided by the respondent may not be accurate. As may hide some of the information at the time of filling up the questionnaires.

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Bibliography

www.reliance.com www.tataphoton.com timesofindia.indiatimes.com

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ANNEXURE Questionnaire NAME-......................................................................................................................... ADDRESS-...................................................................................................................... CONTACT NO. (If any)-.......................................................................................... 1. Which broadband connection you are using? Tata Reliance 2. How did you come to know about this company? Friends Advertisement 3. Are you satisfied with the price of this service? yes no

4. Did the tariff plan have any impact on you while purchasing this broadband connection? Yes No

5. Are you satisfied WITH the tariff plans offered by the company? Highly satisfied Dissatisfied satisfied highly dissatisfied cannot say

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6. Do you find free data usage is satisfactory with their respective plans? yes no cannot say

7. Are you satisfied with the portability of net connecting device given to you ? Highly satisfied Dissatisfied satisfied highly dissatisfied cannot say

8. Are you satisfied with the services after sales provided by the company? . Highly satisfied Dissatisfied 9. Are u satisfied with the net speed? . Highly satisfied Dissatisfied satisfied highly dissatisfied cannot say satisfied cannot say

highly dissatisfied

10. Are you satisfied with the services of your network provider? yes no cannot say

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