This action might not be possible to undo. Are you sure you want to continue?
Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy
Measuring customer satisfaction
Organizations are increasingly interested in retaining existing customers while targeting non-customers, measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products.
1 Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED Because satisfaction is basically a psychological state, care should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed. Work done by Berry, Brodeur between 1990 and 1998 defined ten 'Quality Values' which influence satisfaction behavior, further expanded by Berry in 2002 and known as the ten domains of satisfaction. These ten domains of satisfaction include: Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front line Service Behaviors, Commitment to the Customer and Innovation. These factors are emphasized for continuous improvement and organizational change measurement and are most often utilized to develop the architecture for satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction "gap" which is objective and quantitative in nature. Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation. According to Garbrand, customer satisfaction equals perception of performance divided by expectation of performance. The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement and in term of their perception and expectation of the performance of the organization being measured. 2 Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
Definition: Customer satisfaction
The degree to which there is match between the customer's expectations of the product and the actual performance of the product. The broad definition of services implies that intangibility is a key determinant of whether an offering is a service. While this is true, it is also true that very few products are purely intangible or totally tangible. Instead, services tend to be more intangible than manufactured products, and manufactured products tend to be more tangible than services. For example, the fast-food industry while classified as a service, also has many tangible components such as the food" the packaging, and so on. Automobiles, while classified within the manufacturing sector, also supply many intangibles, such as transportation. Throughout this text, when we refer to services we will be assuming the broad definition of services and acknowledging that there are very few "pure services,, or "pure goods." The issues and approaches we discuss are directed toward those offerings that lie on the right side, the intangible side, of the spectrum.
As suggested earlier, intangibles arc not produced only in the service sector of the economy. Manufacturers such as Boeing Airplane Company and Ford Motor Company also produce products on the right end of the spectrum, both for sale to external consumers and to support internal production processes. For example, Boeing has provided consulting services and demand forecasting services for its airline customers. And within Boeing large departments (such as data processing and legal services) provide 3 Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED Internal services to the organization.
Trends in the Service Sector
Although we often hear and read that many modern economies are dominated by services, the United States and other countries did not become service economies overnight. As early as 1929,55 percent of the working population was employed in the service sector in the united States, and approximxely 54 percent of the gross national product was generated by services in 1948. That the trend toward services has continued, until in 1999 services represented 78 percent of the gross domestic product (GDP) and 80 percent of employment. Note also that these data do not include internal services provided within a manufacturing company (such as IBM or Boeing) or services that these manufacturers sell externally.
CUSTOMER EXPECTATIONS OF SERVICE
Customer expectations are beliefs about service delivery that function as standards of reference points against which performance is judged. Because customers compare their perceptions of performance with these reference points when evaluating service quality, thorough knowledge about customer expectations is critical to services marketers. Knowing what the customer expects is the first and possibly most critical step in delivering quality service. Being wrong about what customers want can mean losing a customer's business when another company hits the target exactly. Being wrong can also mean expending money, time, and other resources on things that don't count to the customer. Being wrong can even mean not surviving in a fiercely competitive market.
4 Sri Kalahastiswara Institute Of Information & Management Sciences
5 Sri Kalahastiswara Institute Of Information & Management Sciences .IDEA CELLULAR LIMITED Among the aspects of expectations that need to be explored and understood for successful services marketing are the following: What types of expectation standards do customers hold about services? What factors most influence the formation of these expectations? what role do these factors play in changing expectations? How can a service company meet or exceed customer expectations.
marketers need and want to understand the factors that shape them. stable 6 Sri Kalahastiswara Institute Of Information & Management Sciences . for example.IDEA CELLULAR LIMITED FACTORS THAT INFLUENCE CUSTOMER EXPECTATIONS OF SERVICE Because expectations play such a critical role in customer evaluation of services. and functional. Marketers would also like to have control over these factors as well. psychological. But many of the forces that influence customer expectations are uncontrollable. Enduring service intensifiers are individual. A fan who regularly goes to baseball games right from work. A customer with high social and dependency needs may have relatively high expectations for a hotel's ancillary services. including physical. Personal needs those states or conditions essential to the physical or psychological well-being of the customer. Sources of Desired Service Expectations The two largest influences on desired service level are personal needs and philosophies about service. and is therefore thirsty and hungry hopes and desires that the food and drink vendors will pass by his section frequently. Personal needs can fall into many categories. hoping. having greater sensitivity to. In this section of the chapter we try to separate the many influences on customer expectations. that the hotel has a bar with live music and dancing. service. are pivotal factors that shape what we desire in service. social. where as a fan who regularly has dinner elsewhere has a low or zero level of desired service from the vendors. and higher expectations of. The effect of personal needs on desired service is illustrated by the different expectations held by two business insurance customers: Some customers are more demanding than others.
IDEA CELLULAR LIMITED factors that lead the customer to a heightened sensitivity to service. One of the most important of these factors can be called derived service expectations. Her needs are driven in part by the derived expectations from the other family members. which occur when customer expectations are driven by another person or group of people. A niece from a big family who is planning a 90th birthday party for a favorite aunt is representing the entire family in selecting a restaurant for a successful celebration. a spouse selecting a home-cleaning service. 7 Sri Kalahastiswara Institute Of Information & Management Sciences . A parent choosing a vacation for the family.
Failure to meet needs and expectations is assumed to result in dissatisfaction with the product or service’ In addition to a sense” of fulfillment in the knowledge that one's needs have been met.IDEA CELLULAR LIMITED CUSTOMER SATISFACTION What is Customer Satisfaction? Everyone knows what satisfaction is. it seems’ nobody knows. satisfaction can be viewed as contentment-more. This quote from Richard L. or the product or service itself. satisfaction can also be related to other types of feelings.” In less technical terms. until asked to give a definition' Then. Oliver. expresses the challenge of defining this most basic of customer concepts. we translate this definition to mean that satisfactorily is the customers' evaluation of a product or service in terms of whether that product or service has met their needs and expectations. Building from previous definitions' Oliver offers his own formal definition: “Satisfaction is the consumer's fulfillment response. depending on the particular context or type of service. For those services that really surprise the consumer in a 8 Sri Kalahastiswara Institute Of Information & Management Sciences . respected expert and longtime writer and researcher on the topic of customer satisfaction. It is a judgment that a product or service feature. of a passive response that consumers may associate with services they don't think a lot about or services that they receive routinely over time' Satisfaction may also be associated with feelings of pleasure for services that make the consumer feel good or are associated with a sense of happiness. provides a pleasurable level of consumption-related fulfillment. For example.
where the removal of a negative leads to satisfaction. What Determines Customer Satisfaction? Customer satisfaction is influenced by specific product or service features and by perceptions Of quality as suggested by Figure 4.1. in the case of very new services or a service not previously experienced. And in some situations. these expectations will solidify as the process unfolds and the consumer begins to form his or her perceptions. satisfaction is a dynamic. some not good-and each will ultimately impact satisfaction. and their perceptions of equity.IDEA CELLULAR LIMITED positive way. satisfaction may mean delight. 9 Sri Kalahastiswara Institute Of Information & Management Sciences . Through the service cycle the consumer may have a variety of different experiences. some good. influenced by a variety of factor’s. Particularly when product usage or the service experience takes place over time. Satisfaction is also influenced by customers' emotional responses. It is also important to recognize that although we tend to measure consumer satisfaction at a particular point in time as if it were static. satisfaction maybe rightly variable depending on which point in the usage or experience cycle one is focusing on. moving target that may evolve over time. customer expectations may be barely forming at the point of initial purchase. Similarly. the consumer may associate a sense of relief with satisfaction. their attributions.
preexisting emotions-for example. Research done in a river-rafting 10 Sri Kalahastiswara Institute Of Information & Management Sciences . important features might include the pool area. helpfulness. influencing a consumer's satisfaction with the service. access to golf facilities. when you are in a bad mood your negative feelings may carry over into how you respond to services. Alternatively. versus friendliness of personnel versus level of customization). Consumer Emotions Customers' emotions can also affect their perceptions of satisfaction -with products and services. price level versus quality. Specific emotions may also be induced by the consumption experience itself. and courtesy of staff. happy mood and positive frame of mind have influenced how you feel about the services you experience. room price.IDEA CELLULAR LIMITED Product and Service Features Customer satisfaction with a product or service is influenced significantly by the customer's evaluation of product and services features. Think of times when you are a very happy stage in your life (such as when you are on vacation). restaurants. mood state or life satisfaction. and your good. For a service such as a resort hotel. In conducting satisfaction. Research has shown that customers of services will make trade-offs among different service features (for example. causing you to overreact or respond negatively to any little problem. room comfort and privacy. depending on the type of service being evaluated and the criticality of the service. most firms will determine through some means (often focus groups) what the important features and attributes are for their service and then measure perceptions of those features as well as overall service satisfaction. and so forth. studies. These emotions can be stable.
In turn. Attributions for Service Success or Failure Attributions-the perceived causes of events-influence perceptions of satisfaction as well. customer satisfaction may be influenced by other kinds of attributions. When they have been surprised by an outcome (the service is either much better or much worse-than expected). For example. Overall. positive emotions such has. or did circumstances simply not allow her to follow the diet regimen-before determining her level of satisfaction or dissatisfaction with the weight-loss company. dissatisfaction ratings. was the diet plan ineffective. negative emotions such as sadness. in research done in a travel agency context it was found that customers were less dissatisfied with a pricing error 11 Sri Kalahastiswara Institute Of Information & Management Sciences . Similar effects of emotions on satisfaction were found in a Finnish study that looked at consumers' satisfaction with a government labor bureau. service. and their assessments of the reasons can influence their satisfaction' For example. if a customer of a weight-loss organization fails to lose weight as hoped for. Even when they don't take responsibility for the outcome. sorrow. negative emotions including anger. in the rafting context. elation. happiness pleasure. guilt. consumers tend to look for the reasons. positive emotions had a stronger effect than negative ones. regret. and anger led to diminished customer satisfaction. For many services customers take at least partial responsibility for how things turn out.IDEA CELLULAR LIMITED context showed that the river guides had a strong effect on their customers' emotional responses to the trip and that those feelings (both positive and negative) were linked to overall trip satisfaction.l6 In that study. depression. and a sense of warm-heartedness enhanced customers' satisfaction with the rafting trip. and humiliation had astrong effect on customers. she will likely search for the for the causes –was it something she did.
12 Sri Kalahastiswara Institute Of Information & Management Sciences . The example of Sears Auto Centers division illustrates consumers' strong reactions to unfair treatment. Perceptions of Equity or Fairness Customer satisfaction is also influenced by perceptions of equity and fairness.IDEA CELLULAR LIMITED made by the agent if they felt the reason was outside the agent's control or if they felt it was a rare mistake. The $27-million Sears paid settling complaints and the additional loss of business all resulted from extreme dissatisfaction of its customers over the unfair treatment.2o Customers ask them selves: Have I been treated fairly compared with other customers'? Did other customers get better treatment. better prices. unlikely to occur again. Over a decade ago the division was charged with defrauding customers in 44 states by performing unnecessary repairs. Sears employees had been rewarded based on the quantity of repairs sold resulting in substantial unnecessary charges to customers. or better quality service? Did I pay a fair price for the service? Was I treated well in exchange for what I paid and the effort I expended? Notions of fairness are central to customers' perceptions of satisfaction with products and services.
and how widely it is adopted in the organization. behavior. National Customer Satisfaction Indexes Because of the importance of customer satisfaction to firms and overall quality of life. satisfaction with a family vacation trip is a dynamic phenomenon. Later. consumer satisfaction is often influenced by other people. Similarly. but also by what others say about it in the company. along with traditional measures of productivity and price. In a business setting. and view's of the other rafters. and Coworkers In addition to product and service features and one's own individual feelings and beliefs. a new customer relationship management software service-will be influenced by individuals' personal experiences with the software itself. how others use it and feel about it. Family Members.22 For example. the satisfaction of the rafters in Figure 4. satisfaction with a new service or technology-for example. but it is also influenced greatly by the experiences.23 Many public policymakers believe that these measures could and should be used as tools for evaluating the health of the nation's economy. influenced by the reactions and expressions of individual family members over the duration of the vacation. In Chapter 12 we will come back to this topic as we look at strategies for involving and managing other consumers to maximize satisfaction in the service experience.IDEA CELLULAR LIMITED Other Consumers. what family members express in terms of satisfaction or dissatisfaction with the trip will be influenced by stories that are retold among the family and selective memories of the events.2 is certainly influenced by individual perceptions. many countries how have a national index that measures and tracks customer satisfaction at a macro level. Customer satisfaction indexes begin 13 Sri Kalahastiswara Institute Of Information & Management Sciences .
in 1994). in 1998). Through out the 1990s similar indexes were introduced in Germany (Deutsche Kundenbarometer. in 1992). or DK. including government agencies. The first such measure was the Swedish Customer Satisfaction Barometer introduced in 1989.) The ACSI. satisfaction.IDEA CELLULAR LIMITED to get at the quality of economic output. is a measure of quality of goods and services as experienced by consumers. For each company approximately 250 interviews are conducted with current customers. the United States (American Customer Satisfaction Index.. Each company receives an ACSI score computed from its customers' perceptions of quality. SWICS. and Switzerland (Swiss Index of Customer Satisfaction. Within each industry group. expectations. and future loyalty. ACSI. The American Customer Satisfaction index (ACS. major industry segments are included" and within each industry the largest companies in that industry are selected to participate. The measure tracks customer perceptions across 200 firms representing all major economic sectors. complaints. whereas more traditional economic indicators tend to focus only on quantity. 14 Sri Kalahastiswara Institute Of Information & Management Sciences . developed by researchers at the National Quality Research Center at the University of Michigan. value..
Four factor classifications of these tools are called the four P’s: product. 15 Sri Kalahastiswara Institute Of Information & Management Sciences . offering and freely exchanging product and services of value with others. pricing. goods and services to create exchanges that satisfy individuals and organization goals. MARKETING MIX: Marketing mix is the set of controllable tactical marketing tools that the firm blends to produce the response it wants in the target market. promotion of ideas. price. place and promotion. MARKETING MANAGEMENT: Marketing m management is the process of planning and executing the conception.IDEA CELLULAR LIMITED REVIEW OF RELATED LITERATURE MARKETING: Marketing is a social process by which individuals and groups obtain what they need and want through creating.
BRAND IMAGE: It is nothing but the set of benefits to` consumers hold about a particular brand. symbol of design or a communication of there intended to identify the goods and services of one seller or group of seller and to differentiate them from those of competitors. sales promotion. public relation etc. BRAND: Brand is the name. term. which includes the product quality. branding and packaging. sign. PROMOTION: Promotion includes all the activities of the company undertake to communicate and promote its product to the target market. design. 16 Sri Kalahastiswara Institute Of Information & Management Sciences . It consists of advertising.IDEA CELLULAR LIMITED PRODUCT: Product is the firm’s tangible offer to the market. PRICE: Price is the amount of money the customers have to pay to obtain the product PLACE: Place makes the product of the company available to target customers.
The company’s share of market demand depends on how its products. services.IDEA CELLULAR LIMITED ADVERTISING: Any paid from of non-personal presentation and promotion of ideas. where further increases in marketing effort would be little effect in stimulating further demand. not maximum market demand. we have to visualize the level of market demand resulting from a very high level of industry marketing expenditure. goods or services by an identified sponsor. For the latter. COMPANY DEMAND: It is the company’s estimated share of market demand at alternative levels of company marketing effort in a time period. prices. communications. MARKET POTENTIAL: The market forecast shows expected demand. MARKET DEMAND: Market demand for a product is the total volume that would be bought by a defined customer group in a defined geographical area in a defined time period marketing environment under a defined marketing program. and so on are perceived relative to the competitor 17 Sri Kalahastiswara Institute Of Information & Management Sciences . Market potential is the limit approached by market demand as industry marketing expenditures approach infinity for a given marketing environment.
and total industry sales and market shares. TOTAL MARKET POTENTIAL It is the maximum amount of sales that might be available to all the forms in an industry during a given period ‘under a given level of industry marketing effort and environmental conditions. they need to estimate the market potential of different cities. 18 Sri Kalahastiswara Institute Of Information & Management Sciences . area market potential. Marketing executives want to estimate total market potential. AREA MARKET POTENTIAL Companies face the problem of selecting the best territories and allocating their marketing budget optimally among the best territories. states and nations.IDEA CELLULAR LIMITED COMPANY SALES FORECAST: It is the expected level of company sales based on a chosen marketing plan and an assumed marketing environment. COMPANY SALES POTENTIAL: Company sales potential is the sales limit approached by company demand as company-marketing effort increases relative to that of competitors. Therefore.
19 Sri Kalahastiswara Institute Of Information & Management Sciences .IDEA CELLULAR LIMITED INDUSTRY SALES AND MARKET SHARES Besides estimating total potential and area potential. This means identifying its competitors and estimating their sales. a company needs to know the actual industry sales taking place in its market.
IDEA has to sustain its position against the expected stiff competition. which are facing their customers in order to take appropriate action. Hence.IDEA CELLULAR LIMITED NEED FOR THE STUDY IDEA has good market standing and company’s tariff plans and services level are good. the satisfaction level and also its competitor’s customer satisfaction level and problems. 20 Sri Kalahastiswara Institute Of Information & Management Sciences . the study titled “A STUDY ON CUSTOMER SATISFACTION TOWARDS IDEA CELLULAR SERVICES IN SRI KALAHASTHI” has been undertaken. which are largely responsible for its position. The company has to know its customer perception.
To know the easy availability of recharge coupons. To find out the percentage of respondents connected to IDEA and usage of schemes. To find out the priority the reason for using IDEA Cell Service.IDEA CELLULAR LIMITED OBJECTIVES OF THE STUDY To know the satisfactory level of the customers about IDEA Cell Phone services. To find out that how staff behavior is? 21 Sri Kalahastiswara Institute Of Information & Management Sciences .
Cellular Phones and mobiles have stormed the market in its fast growing world of technology. Mainly this survey looks into the users profile and check for any relevant relation of dependence with the variable like occupation age group of respondents.UNINOR. MTS and RELIANCE in. It helps to understand user’s preference for the main competing brands of Cell Phone services like IDEA CELLULAR SERVICES. Sri Kalahasti. It brings out the customer feedback on the product.IDEA CELLULAR LIMITED SCOPE OF THE STUDY In today’s context both markets and marketing is complex. This survey under taken for Cell Phone services will enable it to Phone. This will benefit company in making their future marketing decisions. This survey gathers information from Cell Phone users. VODAFONE. This study restricts itself to SRI KALAHASTHI Division. The user’s awareness and satisfaction level towards IDEA Cell Phone services. 22 Sri Kalahastiswara Institute Of Information & Management Sciences .TATA DOCOMO.
correct or verify knowledge. 23 Sri Kalahastiswara Institute Of Information & Management Sciences .IDEA CELLULAR LIMITED RESEARCH METHODOLOGY MEANING OF RESEARCH: According to D. concepts are symbols for the purpose of generalizing to extend. 5. Stephenson in the Encyclopedia of social sciences defines research as” the manipulation of thing. The obtained information is processed to get the required output 6. 3.” RESEARCH DESIGN: Research Methodology include seven stages that to be followed sequentially. The information that is required for solving the problem has to be specifically defined. First the problem has to be defined and determined. 1. Knowing the need of the study can do this. 2. The next step is to obtain information through data collection techniques. Those are listed below. The findings from the processed information are then interpreted. In this stage source from which the information can be obtained is identified 4. whether that knowledge aids in construction of theory or in practice of an art.
Research was undertaken in SRI KALAHASTHI during JUNE 2010 to AUGUST 2010. 24 Sri Kalahastiswara Institute Of Information & Management Sciences . The research design specifies the method of data collection and analysis.IDEA CELLULAR LIMITED 7. Lastly the findings are presented. This can be symbolically represented as shown below DETERMINE THE PROBLEM SPECIFY THE INFORMATION NEEDED IDENTIFY THE SOURCE OF INFORMATION OBTAIN THE INFORMATION PROCESS THE INFORMATION INTERPRET THE INFORMATION PRESENT THE FINDINGS The research design is the basic framework that provides guidelines for the rest of the research process.
collection method.Data pertaining to newspaper industry has been obtained through the book “The Mass Media and You “by Desmond A. discriminate. 25 Sri Kalahastiswara Institute Of Information & Management Sciences .D. Secondary data about the company profile and other details were collected from the company brochures through personal discussions with the company managers . Abcro.IDEA CELLULAR LIMITED 2) DATA SOURCES: Data sources are the sources from which we get the information. rating and ranking to capture the appropriate responses from the respondents. Data collected through company approved questionnaires have been used as the primary source of data and also usage of secondary data wherever applicable. PRIMARY DATA To understand the customer of newspaper in terms of brand choice and brand perceptions. and closed ended questions. By using primary data. This was done with the help of fully prepared structured questionnaires with a prescribed sequence of open ended. SECONDARY DATA This was collected through oral communication. consumers were collected. (COLLECT or Gather consumer responses). multiple choices. primary data is necessary.
The sample was divided into different groups in such a way that it will represent different categories of the people. and the respondents are from SRI KALAHASTHI.IDEA CELLULAR LIMITED SAMPLING PROCEDURE A sample of 120 respondents belonging to different areas in SRI KALAHASTHI was drawn. POPULATION: All the Customers of IDEA have been deemed as the population of the study. 26 Sri Kalahastiswara Institute Of Information & Management Sciences . PERIOD OF STUDY The period of study is 2 months duration (JUNE to AUGUST 2010). A sampling technique in which every element of the population of interest has an equal probability of being included in this sample. SAMPLING TECHNIQUE The location was chosen on a random basis. Even this sample was chosen by simple random sampling. SAMPLE SIZE The sample size is 120.
IDEA CELLULAR LIMITED QUESTIONNAIRE DESIGN The questionnaire is of structured type. 27 Sri Kalahastiswara Institute Of Information & Management Sciences . which consists of closed ended. and grade type of questions to suit the study. Multiple Choice. open ended.
was 28 Sri Kalahastiswara Institute Of Information & Management Sciences . The study was restricted to SRI KALAHASTHI.IDEA CELLULAR LIMITED LIMITATIONS OF THE STUDY Time duration for the study was limited to 2 months. A convenience sample was taken from SRI KALAHASTHI and the sample restricted to 120 customers.
Consist of Annexure. Consist of Bibliography. 29 Sri Kalahastiswara Institute Of Information & Management Sciences . CHAPTER 5: Consist of Findings & Suggestions. CHAPTER 3:Consist of Industry profile.IDEA CELLULAR LIMITED OVERVIEW OF THE CHAPTER SCHEME CHAPTER 1: Deals to the study of introduction CHAPTER 2: Deals with Design of the study. CHAPTER 4: Deals with Data analysis & Interpretations. Company profile. CHAPTER 6: Deals with Conclusion. Product profile.
Historically. At current levels. Removal of restrictions on foreign capital investment and industrial 30 Sri Kalahastiswara Institute Of Information & Management Sciences . Japan and South Korea. Indian telecom sector has undergone a major process of transformation through significant policy reforms. However. in 1990's. the telecom network in India was owned and managed by the Government considering it to be a natural monopoly and strategic service.8 percent in developed economies. which resulted in better quality of service and lower tariffs.IDEA CELLULAR LIMITED INDUSTRY PROFILE India is the fourth largest telecom market in Asia after China. The reforms began in 1980s with telecom equipment manufacturing being opened for private sector and were later followed by National Telecom Policy (NTP) in 1994 and NTP'1999. is an essential necessity for the people of India. The Indian telecom network is the eighth largest in the world and the second largest among emerging economies.1 percent as compared with over 2. From the status of state monopoly with very limited growth. India's telecom sector has shown massive upsurge in the recent years in all respects of industrial growth. This changing phase was possible with the economic development that followed the process of structuring the economy in the capitalistic pattern. whether fixed landline or mobile. led Indian policy makers to initiate a change process finally resulting in opening up of telecom services sector for the private sector. best under state's control. telecom intensiveness of Indian economy measured as the ratio of telecom revenues to GDP is 2. it has grown in to the level of an industry. Telephone. examples of telecom revolution in many other countries.
Till 2000.IDEA CELLULAR LIMITED de-licensing resulted in fast growth of this sector. MTNL. At present the country's telecom industry has achieved a growth rate of 14 per cent. though cellular phone companies were present. Increasing competition among players allowed the prices drastically down by making the mobile facility accessible to the urban middle class population. Tata. and measures to allow new players country. Hutchison Essar. telecom equipment and accessories manufacturing has also grown in a big way. Even for small shopkeepers and factory workers a phone connection is not an unreachable luxury. BPL. CDMA and IP services to customers. WLL. etc. the featured products in the segment came in to prominence. Idea. With the growth of telecom services. Fixed-line Telephony Public Players Subscribers Private Players Subscribers Mobile Telephony Public Players Subscribers Private Players subscribes 31 Sri Kalahastiswara Institute Of Information & Management Sciences . GSM mobiles. and to a great extends in the rural areas. Bharti Teleservices. Major players in the sector are BSNL. With government of India setting up the Telecom Regulatory Authority of India. fixed landlines were popular in most parts of the country. Today the industry offers services such as fixed landlines.
Tata. long distance calls and the international calls. Mobile phone providers have 32 Sri Kalahastiswara Institute Of Information & Management Sciences . with the provision of broadband services in the fixed line segment and GPRS in the mobile arena. The major players of the telecom sector are experiencing a fierce competition in both the segments. The Public Players and the Private Players share the fixed line and the mobile segments. Traditional telephones have been replaced by the codeless and the wireless instruments. MTNL.IDEA CELLULAR LIMITED Internet: Investment The Indian telecom sector can be broadly classified into Fixed Line Telephony and mobile telephony. VSNL in the fixed line and IDEA CELLULAR SERVICES. Market shares of public and Private Players Both fixed line and mobile segments serve the basic needs of local calls. Currently the Public Players have more than 60% of the market share. The major players like BSNL. Reliance in the mobile segment are coming up with new tariffs and discount schemes to gain the competitive advantage. Hutch. Idea.
etc. Internet surfing. 33 Sri Kalahastiswara Institute Of Information & Management Sciences . have come up. The GSM. such as Nokia's latest N-series. Radio services have also been incorporated in the mobile handsets. and mobilecommerce. multimedia applications. Along with improvement in telecom services. Camera's. there is also an improvement in manufacturing. Touch screen and advanced technological handsets are gaining popularity. along with other applications like high storage memory. video generators. there were only the Siemens handsets in India but now a whole series of new handsets. Sony Ericsson's W-series. multimedia games. etc. MP3 Players. The value added services provided by the mobile service operators contribute more than 10% of the total revenue. WLL service providers are all upgrading themselves to provide 3G mobile services. In the beginning.IDEA CELLULAR LIMITED also come up with GPRS-enabled multimedia messaging. Motorola's PDA phones. CDMA. The much-awaited 3G mobile technology is soon going to enter the Indian telecom market.
Policy reforms can be broadly classified in three distinct phases 34 Sri Kalahastiswara Institute Of Information & Management Sciences .07 crores No.03 lakhs 4. if possible.27 crores 6.03 crores 8. However. The 2009 budget has brought further relief to the customers with the reduction in the tariffs. expand it. followed by Hutch and BSNL with each holding 22% market share. landline telephony is likely to remain popular. both local and long distance.03 crore IDEA CELLULAR SERVICES has the largest customer base with 31% market share. and with slashing down the roaming rentals. MTNL.IDEA CELLULAR LIMITED The leading cellular service providers have the following number of subscribers Service Provider Reliance Tata IDEA CELLULAR SERVICES MTNL BSNL vodafone Idea Spice BPL Aircel No of CDMA Subscribers 2. of GSM Subscribers 1.88 crores 40. has recently taken some bold initiatives to retain its market share and. in the foreseeable future. the largest landline service provider.07 lakhs 1.56 lakhs 20. too. This is likely to lead to even more people going for cellular services and more and more use of the value added services.33 crores 4 crores 25.75 crores 1.
NTP 1994 was the first attempt to give a comprehensive roadmap for the Indian telecommunications sector. telecommunications sector also benefited from the general opening up of the economy. Government of India (GOI) plans to introduce a unified license for all telecommunication services in India. and has already allowed full mobility to wireless in local loop (WLL) operators as a 35 Sri Kalahastiswara Institute Of Information & Management Sciences . “In 1990s. • • Availability of telephones on demand (targeted by 1997) Universal service covering all villages and one PCO per 500 persons in urban areas at the earliest (targeted to be achieved by 1997) • • Telecom services at affordable and reasonable prices World standard quality of services The Indian Telecom Sector: • • Telecommunication Services Telecommunication Equipment Telecommunication Services Telecommunication services include Basic service. Mahanagar Telephone Nigam Limited (MTNL) and Videsh Sanchar Nigam Limited (VSNL) were formed and a Telecom Commission was set up to give focus to telecommunications policy formation.IDEA CELLULAR LIMITED "The Decade of 1980's saw private sector being allowed in telecommunications equipment manufacturing. and Internet Service Provider (ISP) and Very Small Aperture Terminal (VSAT) services. Cellular service.
880 million) and ILD market (-13% Rs 43. Partly the result is due to negative growth in NLD market (-14% Rs 51.84 million) During the past three years. in terms of subscriber base telecommunications services have been growing at a CAGR of nearly 22%. Fixed Service Provider (FSPs) Cellular Services Internet Service Provider 36 Sri Kalahastiswara Institute Of Information & Management Sciences . Telecommunications Regulatory Authority of India (TRAI) expects that the total number of cellular connections would bypass the total number of fixed line connections by late 2004 and early 2005. cellular services are the fastest growing. owing largely to the rapid increase in cellular service subscribers. with CAGR of 40 percent over the past four years.460 million from Rs 50. (As on March 2004 subscriber base of cellular operators is 33 million and basic operator is 42. Telecom services are growing at an approximate rate of around 5 percent per year in terms of revenue and mere 10 % in terms of subscriber base in last five years.010 million) in 2003-04. Amongst telecom services.410 million from Rs 59.IDEA CELLULAR LIMITED first step.
IDEA CELLULAR LIMITED
Fixed Service Provider (FSPs)
Fixed line services consist of basic services, national or domestic long distance and international long distance services. The domestic market (i.e. excluding international revenues), has been growing more than 5 per cent annually during the past three years, and has a current market size of Rs 30,164 crores, with a base of 43 million lines. The state operators (BSNL and MTNL), account for almost 90 per cent of revenues from basic services. Private sector services are presently available in 18 circles, and collectively account for less than 5 per cent of subscriptions. However, private services focus on the business/corporate sector, and offer reliable, high- end services, such as leased lines, ISDN, closed user group and videoconferencing. As a result, average-revenues-per-user (ARPU) of private operators are more than twice those of the state-owned service providers. The main revenue contributing value added services were NLD and ILD. The reduction in NLD and ISD tariffs punctured the potential of the key revenue streams. Internet telephony for ISD worsened the potential. Added to it was the phenomenal growth rate in cellular services.
The Government has allowed unlimited competition in the basic sector. Considering the inherent advantage of scale that the incumbent state operators have, the private companies are setting their networks very selectively and targeting corporate clients with value added services. The government has introduced unified license for 37 Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED fixed and mobile service providers. This allows all phone companies to become mobile operators by offering cellular and landline/WLL-M services under a single authorization, ending service-specific licensing. Indian fixed line network is likely to expand as the current low level of telephone penetration is very low coupled with the unmet demand for connections. India's fixed line telecom network is estimated to expand to about 47 million by March 2005 from 43 million in March 2004. The rate of growth in services revenues is however, likely to be lower in comparison with the pace of increase in the number of fixed lines.
Cellular Services Overview
There are 25 private companies providing Cellular Services in 19 Telecom Circles and 4 Metro cities, covering 1500 towns across the country. Presently, there are five private service operators in each area, and an incumbent state operator. Almost 80% of the cellular subscriber base belongs to the pre-paid segment. Several GSM cellular service companies are climbing the EDGE bandwagon. Hutch has already started and Bharti has made test calls on the EDGE platform and the company is in talks with Siemens for EDGE-enabling some of its circles. The DoT has allowed cellular companies to buy rivals within the same operating circle provided their combined market share did not exceed 67 per cent. Previously, they were only allowed to buy companies outside their circle.
38 Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED Regulatory Structure The lack of clarity in the regulatory structure has made it difficult to predict the prospects for this industry. This uncertainty has best been typified by the issuance of a fourth license and the controversies with reference to limited mobility players. The Cellular Services was thrown open for third & fourth Service providers in 2002. The number of service providers increased to 68 in the year 2002-03 from 42.
Opening up of international and domestic long distance telephony services are growth drivers in the industry. Cellular operators now get substantial revenue from these services, and compensate them for reduction in tariffs on airtime, which along with rental was the main source of revenue. The reduction in tariffs for airtime, national long distance, international long distance, and handset prices has driven demand.
Internet Service Provider
Internet has become very easily accessible with cyber cafes /kiosks increasing their density, not only in the metro towns but also in semi-urban towns. There is no restriction on the number of internet companies and more than 185 companies are operational. Internet telephony has been allowed officially from 1 April 2002. The growing demand of corporates for applications such as Electronic Commerce, internet leased lines, ISDN, VPN etc is driving the growth of the internet services market. 39 Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED However, the industry continues to face a number of bottlenecks in terms of regulatory treatment of ISPs, high bandwidth prices, low PC penetration, high cost of telephone access etc.
The domestic industry is worth Rs 303,000 million and has made little progress in comparison to the development of Telecom services in the country. The industry is faced with two major challenges: India is being steadily opened up to the global market, as trade restrictions are done away with, resulting in crashing ofimport duties across the board and easy movement of goods from overseas. It is forecasted that by 2005, imported telecom equipment will account for 75% of the Expenditure on telecom equipment in India. Secondly, to cut down on operations costs, US, European and East Asian multinationals are outsourcing manufacturing to cheaper destinations in Taiwan and China. (Refer to Appendix 5 for more details on this segment).
" Growth in the telecom equipment market is expected to be driven by an increasing demand for telecom services. " Key players like BSNL, Bharti, Reliance, BATATA, BPL and Hutchison will drive equipment market growth. Transmission equipment, cable and terminal equipment are expected to drive the market in the years to come. Also switching systems will remain a big market, with a size of around Rs 50 billion (CERC).
40 Sri Kalahastiswara Institute Of Information & Management Sciences
The counterpart is the increased complexity both for the network and the mobile stations. a mobile switching station coordinates the handoff of mobile units crossing cell boundaries. resulting in a tremendous gain in system capacity. hexagonal shaped cells. Each cell has its own transmitter and receiver (called base stations) to communicate with the mobile units in that cell. which must be able to select a station among several possibilities and the infrastructure cost because of the number of different sites. such as someone’s phone cell. This new techniques would allow more customers access to the system simultaneously and when more capacity which is popularly known as CELL SPLITTING.IDEA CELLULAR LIMITED CELLULAR TECHNOLOGY In a cellular system the geographical area is dived into adjacent. A channel can be thought as merely a portion of the limited radio spectrum which is temporarily allocated for a specific purpose. Not overlapping. Cellular system are based on the concept of frequency reuse: the same frequency is used by several sites which are fare enough from one another. 41 Sri Kalahastiswara Institute Of Information & Management Sciences . The system hands over calls from transmitter to transmitter as customers move around in their vehicles. One of the most important concepts for any cellular telephone system is that of multiple accesses meaning that multiple simultaneous users can be supported through frequency reuse. In other words a large number of users share a common pool of radio channels and any user can again access to any channel (each user is not always assigned to the same channel).
the base station part controls the communication across the radio interface. The system is composed of three main elements. the switching sub-system. STN A schematic overview of the GSM System is shown in the figure given below.IDEA CELLULAR LIMITED Cellular Architecture:GSM System Components A schematic overview of the GSM system is shown in the figure given below. The switching part controls the communication across the radio interface and the mobile acts as the transmitter receiver for the user. 42 Sri Kalahastiswara Institute Of Information & Management Sciences . the switching sub-system. the base station sub-system and the mobile. The switching part makes the connection between the two users. the base station sub-system and the mobile. A significant architectural aspect of the MS relates to the concept of subscriber identity Module (SIM). The SIM card contains a unique international Mobile subscriber identity (ISMI) used to identify the subscriber to the system. Different types of mobile stations are distinguished by power and application. The system is composed of three main elements. and the mobile acts as the transmitter Mobile station The best known part of the cellular network is certainly the mobile stations. The SIM is basically a smart card containing the entire subscriber related information on the user’s side of the radio interface.
Hand – portable units are becoming much smaller and are coming with numerous features on it. The BSS is in direct contact with the mobile station through the radio interface. the GSM system is becoming more and more attractive. But he may also lease borrow the equipment or purchase it through other channels fixed mobile stations are permanently installed in a card and may have a maximum allowed RF output of up to 20W. Base station sub-system Base station sub-system groups the infrastructure machines.IDEA CELLULAR LIMITED A potential user may off course buy mobile equipment. the BSS is in contact with the switches of Network sub-system (NSS). 43 Sri Kalahastiswara Institute Of Information & Management Sciences . This is giving the system boost popularity. and the management thereof. On the other side. Portable (bag phones) can emit up to 8W and hand held portable units up to 20 with second Generation mobile (on the market since 1993). Which are specific to the radio cellular aspect of GSM. As such. The BSS includes two types of machines. especially in those markets with a particular demand for small mobiles such as in Asian and Pacific areas. it includes the machines in charge in transmission and reception on the radio path.
frequency hopping and handovers. The BSC 44 Sri Kalahastiswara Institute Of Information & Management Sciences . BTS are placed in the field to transfer a cell to customer’s handsets and there are between one and sixteen transceiver each of which represents a separate RF channel. The chief tasks of the BSC are frequency administration the control of a BTS and exchange functions. Each cell site is equipped with a BTS is usually located of radio equipment that provides coverage within a cell. A BTS may cover an area of 30-40 sq Kms. A typical BSC can manage from one BTS to the entire BTS in service area. However in a congested. This is the mobiles interface to the network. depending on their traffic capacity. Base Station Controller BSC: Base station controller is in contact with the switches of NSS. BTS can be considered as complex radio modems and have littler other function.IDEA CELLULAR LIMITED BASE STATION OR BASE TRANSCEIVER STATION The counterpart to a mobile station within a cellular network is the base transceiver station (BTS). The transmitting power of the BTS determines the absolute cell size. A list of hardware located at a cell site includes power sources. urban location the BTS coverage is much smaller. It handles radio – channels setup. interface equipment. The transmitting power of the BTS is usually located in the center of a cell. It monitors and controls several base stations. radio frequency transmitters and receivers and antenna systems. the number of which depends of the manufacturer and can be between several tens and several hundred of stations. The BTS houses the radio transceivers that define a cell and handles the radio – link protocols with the mobile station. A cell site is used to refer to the physical location of radio equipment that provides coverage within a cell.
The BSC is connected on one side. mainly the allocation and release of radio channels and the handover management. It acts like a normal switching node of the PSTN. The hardware of the BSC may be located at the same side as the BTS. BSC and BTS together form a functional entity some times referred to as entity some time referred to as the Base Station sub-system Network and switching sub-system/switching sub-system The NSS includes the main switching functions. such as registration authentication location updating handovers and call 45 Sri Kalahastiswara Institute Of Information & Management Sciences . to the network and switching sub system (more appropriately to a mobile switching centre). A BSC is in fact a small switch with substantial computations capability.IDEA CELLULAR LIMITED is the connection between the mobile station and the mobile service switching center and is charge of all radio interface management through the remote command of the BTS and the mobile station. and additionally provides all the functionality needed to handle and mobile subscriber. MSC performs the telephony switching functions of the system. The NSS is responsible for performing call processing and subscriber – related functions. to several BTSs and on the other side. as well as the data basis needed for subscriber data and mobility management. The main role of NSS is to manage the communications between the GSM users and the other tele-communications network users. s its own standalone site or the site of the Mobile switching centre (MSC). Mobile service switching center The MSC is the interface of the cellular network to the PSTN.
Which currently administers the mobile stations (2) the number of which the calls must be forwarded (if the subscriber select call forwarding). The IMSI is one of the pieces of important information used to identity a subscriber within GSM system. it stores the identity and user data of all the subscribers belonging to the area or related MSC. These are permanent data. Home Location Register (HLR) The HLR is database about subscribers. such as the international mobile subscriber number (IMSI) of an individual user. In particular. the NSS make use of a signaling support network at least partly external to GSM. Temporary data on the SIM included such entries as (1) the address of the current visitor location register (VLR). The MSC interface with BSS on one other side (through which it is contact with GSM users) and with the external networks on the other. The first three digits of the IMSI identify the Mobile country code (MNC). authentication key. including a subscriber’s service profile location information activity status and some temporary data. usually referred to as the SS7 network. Up to ten additional digits of the mobile subscriber identification number (MSIC) complete the IMSI.IDEA CELLULAR LIMITED routing to a roaming subscriber MSC is the primary switching interface between the mobile telephone systems and the PSTN. 46 Sri Kalahastiswara Institute Of Information & Management Sciences . The IMSI is permanently stored on the SIM card. It is capable of routing calls from the fixed network-via the BSC and the BTS to an individual mobile station. The NSSs also need to interface with the external networks to make use of their capability to transport user data or signaling between GSM entitles. and (3) some transient parameters for authentication and ciphering.
It is the database that contains temporary storing subscription data for those subscribers currently situated in the service area of the corresponding MSC as well as holding data on their location at a more precise level than the HLR. which is used for limited periods of time to prevent the transmission of the IMSI serves to protect the subscriber from high – technology of the TMSI for the IMSI Service to protect the subscriber from high – technology intruders and helps point to the location of the mobile station through the cell identity. The VLR is always integrated with MSC. The VLR has to support the [G] MSC during a call establishment and an authentication procedure as it furnished data specific to the subscriber. Providing the host (G) MSC with the necessary subscriber data when a call is coming from mobile station. The VLR on the other hand serves the opposite function. Another reason for strong the identical data at low different locations (in the HLR & VLR ) is the each serves a different purpose.IDEA CELLULAR LIMITED Visitor Location Register The VRL contains the relevant data of al mobiles currently located in a serving [g] MSC. Locating subscriber data in the VLR as well as in the HLR. The permanent data are the same as data found in the HLR. reduces the data traffic to the HLR because it is not necessary to ask for these data every time they are needed. 47 Sri Kalahastiswara Institute Of Information & Management Sciences . the temporary mobile subscriber identity (TMSI). The HLR has to prove the GMSC with the necessary subscriber data when a call is coming from the public network.
An IMEI is market a invalid if it has been reported stolen or it not type approved. either location Register can verify (authenticate) the mobile station. The SIM card issued in area assigned to AC contains the same algorithms for authentication as the AC does. 48 Sri Kalahastiswara Institute Of Information & Management Sciences . If the AC provides input and output parameters for these algorithms to either the HLR or the VLR. The AC knows exactly which algorithms it has to use for a specific subscriber in order to calculate input values and issues to required results.IDEA CELLULAR LIMITED Authentication center The Authentication center (AC) is related to the HLR. It provides the HLR with different set of parameters to complete the authentication of a mobile station. may not be used in a network. Within the EIR we find all the serial numbers of the mobile equipment that is either stolen or due to some defect in their hardware. they are protected against abuse. Where each mobile station id identified by its international Mobile equipment identity (IMEI). Equipment identity Register The equipment identity register (EIR) is a database that contains a list of all valid mobile equipment on the network. The idea is to check the identity at each registration or call setup of any mobile station and then depending on its IMEI admit or bar access of the mobile station to the system. The implementation of EIR is relatively a new security feature of the GSM system. Since all the algorithms for the authentication procedures are stored within AC.
IDEA CELLULAR LIMITED Operation & Maintenance center The Operation & Maintenance center (OMC) has access to both the (G) MSC and the BSC. The OMC configures the BTS via the BSC and allows the operator to check the attached components of the system. handless error messages coming from the network and control the traffic load of the BSC and the BTS. As the cells become smaller and the number of base station increases. It will not be possible in the future 49 Sri Kalahastiswara Institute Of Information & Management Sciences .
All these Service Areas were re-branded and integrated with IDEA in June 2004. Call forwarding Call conferencing Call waiting and Call holding facility Unified Messaging Services: This provides Voice mail. with network rollout and commercial launch achieved in 1997. Haryana. In June 2001. the license for Delhi Service Area was acquired during the fourth mobile license auction.IDEA CELLULAR LIMITED COMPANY PROFILE The established service areas are Delhi. Uttar Pradesh (West) and Kerala. In October 2001. Gujarat. the mobile operations in Madhya Pradesh Service Area were fully integrated with IDEA through an acquisition of RPG Cellcom Limited. Maharashtra. Licenses for the Maharashtra and Gujarat Service Areas were awarded in December 1995. Madhya Pradesh and Uttar Pradesh (West). was acquired with its original licenses in the Service Areas of Haryana. In January 2004. Escotel Mobile Communications Private Limited ("Escotel"). Kerala. In January 2001 the mobile operations in Andhra Pradesh Service Area were integrated with IDEA through a merger with Tata Cellular Limited. 50 Sri Kalahastiswara Institute Of Information & Management Sciences . with network rollout and commercial launch in November 2002. Andhra Pradesh.
out of coverage. MP3 tones.IDEA CELLULAR LIMITED Wireless Application Protocol (WAP): Surf WAP enabled websites on Internet using VOICE MAIL Cell One Voice Mail Service ensures that the customers never miss their calls even when their phone is busy. Cell One VMS greets the caller and records a message from the caller. VOICE BASED VALUE ADDED SERVICE GPRS/MMS: The Cellular Mobile subscribers of IDEA who have the GPRS subscription. SMS tones.in). SMS BASED VALUE ADDED SERVICE : SIM BASED. or the customer is simply too busy to take the call. SHORT CODE BASED 2.in) as well as the WAP site (wap. True tones. The detailed catalogue of the content can be seen either at the above website or the WAP site. switched off. Real tones. 3. In such cases. etc thorough the website (www. 51 Sri Kalahastiswara Institute Of Information & Management Sciences . This is available to all post-paid customers. Themes. Java Games. now have access and download the rich content like Polyphonic ring tones.cellone. VALUE ADDED SERVICES 1. which the customer can retrieve later at his convenience from anywhere in the world.cellone. Color wallpapers.
The subscribers interested in knowing about how they can subscribe to GPRS of IDEA need to send "GPRS" as SMS to short code "3733". the system periodically monitors the status of the called number and sends the message as soon as it becomes active. 52 Sri Kalahastiswara Institute Of Information & Management Sciences . SMS Mobile to Mobile Messaging is a revolutionary new means of communication that allows Cell One mobile subscribers to send a short text message instantaneously to any other mobile subscriber. punctuation and special characters.IDEA CELLULAR LIMITED 4.If the called number is busy or out of coverage area. The subscribers who need to have the GPRS settings for activating their GPRS subscription on their GPRS handsets can click here. 5. NEWSPAPER service: This is a new value added service under cellular services (both prepaid and postpaid GPRS subscribers) in the name of "MOBILE NEWSPAPER" the WAP portal of IDEA "Cell One Safari". The system sends the confirmation about the delivery of the message to the sender as soon as the message is delivered . The Companies who are interested in becoming the partners of IDEA. 7. 6. We can type down the message and send it to any mobile. IDEA provides national and International SMS facility to its post and pre-paid customers at very cheap price. The message can be of 160-character length including spaces.
53 Sri Kalahastiswara Institute Of Information & Management Sciences . If another person tries calling us midway through a conversation. the network notifies we of a new incoming call while we have a call in progress. he/she will hear a message informing him/her that your line is busy. one at a time. without hanging up on either one of them. May be wanted to gossip with friends. We can accept the second call while putting the first call on hold. Now we can have the privilege of a teleconference with up to 6 people. while you will hear beeps at intervals. CALL CONFERENCE There are times when we have wished that we could speak to a group of people simultaneously.IDEA CELLULAR LIMITED CALL FORWARDING In case we are in a meeting or our Cell phone is switched off. or hold discussions with clients. When this network service is activated. at the punch of a few buttons CALL WAITING This feature enables us to speak to two callers. You can also forward an incoming call while speaking to someone. using the Call Forwarding feature. we can forward our calls on a fixed line or a cell phone where someone can see messages on your behalf.
The subscriber has to get IDEA UMN account for this feature. E-Mail to Speech (ETS) FAX-Message This feature will enable the subscriber to sent/receive fax message.In order to listen E-mail messages from your voice mailbox. FAX Message 2. This feature will enable the subscriber to send/receive E-mail. The fax can be sent/received to/by the subscriber either through IDEA UMN account or using fax machine. 54 Sri Kalahastiswara Institute Of Information & Management Sciences . E-Mail 3. E-Mail to Speech (ETS) This feature will enable the subscriber to receive the Email on the mobile phone .IDEA CELLULAR LIMITED UNIFIED MESSAGING ON CELLONE 1.
21 100.33 55 Sri Kalahastiswara Institute Of Information & Management Sciences .00 0.Million) % of STO Telecom Service Revenue 2010 03 0.00 118502.IDEA CELLULAR LIMITED PRODUCT PROFILE Product Name Year Month Sales Quantity Sales Value(Rs.81 Handsets/DataCards 2009 03 92703.00 Telecom Service Revenue 2009 03 0.47 99.Traded 2010 03 0.22 0.00 Handsets/DataCards .00 187.00 98383.
RESULTS Interpretation of results is the “so what?” of research.. records etc. Here the data collected through the questionnaire has been tabulated with table interpretations and inferences drawn from the tabulated data. 56 Sri Kalahastiswara Institute Of Information & Management Sciences . have been given in bibliography section at the end of the report. So as to make effective utilization of the research. This chapter forms the base for the whole study through its findings and suggestions. The names of the books. Research is wasted and useless it influences action. This particular chapter can be states as the pivotal chapter of the whole study. journals.. the researcher has tried to provide suggestions so as to improve the overall satisfaction level of customers.IDEA CELLULAR LIMITED ANALYSIS This chapter the percentage –based analysis of the questionnaire that has been presented been presented before 120 respondents in order to know the customer satisfaction towards IDEA Cellular services providers.
00 5.IDEA CELLULAR LIMITED DATA ANALYSIS AGE TABLE-1 AGE 15-20 20-35 35-50 Above50 Total NO OF RESPODENTS 21 50 42 7 120 PERCENTAGE 9.6 35.16 41.30 100 Age 60 50 40 30 20 10 0 15-20 20-35 35-50 Abov e50 years 7 21 Respondents 50 42 57 Sri Kalahastiswara Institute Of Information & Management Sciences .
58 Sri Kalahastiswara Institute Of Information & Management Sciences .60% we have observe the above table for 50 years persons having 5.IDEA CELLULAR LIMITED INFERENCE: Most of the cell phone users age between20-35years have taken with in 41.4%.
84% and 29. FROM HOW MANY YEARS ARE YOU CUSTOMER FOR IDEA SERVICE.00 29. 15%of students and 10% of others are using idea services.12% Employees.IDEA CELLULAR LIMITED MAJOR CUSTOMER FOR IDEA SERVICES TABLE-2 CUSTOMERS STUDENTS EMPLOYEES BUSINES PEOPLES OTHERS Total NO.00 100 Customer for idea services 12 18 STUDENTS EMPLOYEES BUSINES PEOPLES OTHERS 35 55 INFERENCE: Most of the business people are using the idea services 45. 59 Sri Kalahastiswara Institute Of Information & Management Sciences .17 45.84 10.OF RESPONDENTS 18 35 55 12 120 PERCENTAGE 15.
51 100 fromhow m any years are you custom for idea service er 60 50 40 30 20 10 0 52 30 34 21 R espondents Below one year 1-2years 2-5years Abov e 5years years INFERENCE: 60 Sri Kalahastiswara Institute Of Information & Management Sciences .83 43.IDEA CELLULAR LIMITED TABLE-3 NO.33 28.33 17.OF CUSTOMERS Below one year 1-2years 2-5years Above 5years Total RESPONDENTS 30 52 34 21 120 PERCENTAGE 10.
17 100 which type of service you are having 120 100 80 60 40 20 0 Pre paid services Post paid 23 Respondents 97 61 Sri Kalahastiswara Institute Of Information & Management Sciences .4 NO.17% WHICH TYPE OF SREVICES ARE YOU HAVING.83 19. OF SERVICES Pre paid Post paid Total RESPONDENTS 97 23 120 PERCENTAGE 80.5%.5% and fresh customers are 9. TABLE . above 5 yrs are 17. 2-5 yrs customers are 45%.IDEA CELLULAR LIMITED Most of the cell phone users have taken idea service 1-2 yrs is 47.
83 100 62 Sri Kalahastiswara Institute Of Information & Management Sciences . ARE YOU SATISFIED WITH THE IDEA NETWORK TABLE-5 CUSTOMERS Highly satisfied Satisfied Neutral Dis satisfied Total NO.17 30.17%.00 0.00 44.83% and Post paid service respondents are 19. OF RESPONDENTS 30 53 36 1 120 PERCENTGE 25.IDEA CELLULAR LIMITED INFERFERENCE: Most of the respondents are using Pre Paid service 80.
17% are satisfied with the idea network and 0.IDEA CELLULAR LIMITED Are you satisfied with the idea network 36 1 30 Highly satisfied Satisfied Neutral Dis satisfied 53 INFERENCE: Majority of the respondents 44. 63 Sri Kalahastiswara Institute Of Information & Management Sciences .83% respondents are dis satisfied.
16 39.IDEA CELLULAR LIMITED ARE YOU SATISFIED WITH THE SALES AFTER SERVICES PROVDE BY IDEA TABLE-6 Customer Highly satisfied Satisfied Neutral Totol NO.67 44.17 100 Are you satisfied with the sales after service provide by idea 60 50 40 30 20 10 0 53 47 Respondents 20 Highly satisfied Satisfied Customers Neutral INFERENCE: 64 Sri Kalahastiswara Institute Of Information & Management Sciences .OF RESPONDENTS 20 53 47 120 PERCENTAGE 16.
65 Sri Kalahastiswara Institute Of Information & Management Sciences .17%.IDEA CELLULAR LIMITED Majority of the respondents are satisfy with sales after services 44.highly satisfied respondents are 16.16% and no respondents are dissatisfied.
IDEA CELLULAR LIMITED ARE YOU SATISFIED WITH THE OFFERS PROVIDE BY IDEA TABLE – 7 CUSTOMERS Highly satisfied Satisfied Neutral Dis satisfied Total NO.OF RESPONDENTS 23 47 46 4 120 PERCENTAGE 19.17 39.40 100 Are satisfied prode by idea offers Highly satisfied Satisfied Neutral Dis satisfied 66 Sri Kalahastiswara Institute Of Information & Management Sciences .33 3.16 38.
83 48.33 39. ARE YOU SATISFIED WITH THE IDEA CALL RATES TABLE-8 NO.60 100 Are you satisfied with the idea call rates 70 60 50 40 30 20 10 0 58 47 Respodents 13 2 Highly satisfied Satisfied Neutral Dis satisfied Call rates 67 Sri Kalahastiswara Institute Of Information & Management Sciences .17 1.14% respondents are neutral.33% respondents are dissatisfied with the idea services.38.19.16% respondents are highly satisfied and3.IDEA CELLULAR LIMITED INFERENCE: Majority of the respondents 39.OF CUSTOMERS Highly satisfied Satisfied Neutral Dis satisfied Total RESPONDENTS 13 58 47 2 120 PERCENTAGE 10.17% are satisfied with the idea services.
67% respondents are dis satisfied. idea call ARE YOU SATISFIED WITH THE CALLER TUNES PROVIDED BY IDEA TABLE-9 ROAMING NO.10.67% respondents are dis satisfied. OF RESPONDENTS FACILITY Highly satisfied Satisfied Neutral Dis satisfied Total 10 34 56 20 120 Are you satisfied with idea caller tunes PERCENTAGE 8.67 16.66 100 20 10 Highly satisfied 34 Satisfied Neutral Dis satisfied 56 INFERENCE: Majority of the respondents 46.33 46.IDEA CELLULAR LIMITED INFERENCE: Majority of the respondents 48.34 28.33%satified with rates.83% are highly satisfied and 1.67% are neutral with the caller tune provided by idea cellular service and 16. 68 Sri Kalahastiswara Institute Of Information & Management Sciences .
83% are highly satisfied with idea school advertisement and no respondents are dis satisfied with the idea school advetisment. WHO RECOMMENDED IDEA SRERVICE TO YOU TABLE-11 69 Sri Kalahastiswara Institute Of Information & Management Sciences .IDEA CELLULAR LIMITED ARE YOU FEELING AN IDEA SCHOOL ADVRETISEMENT TABLE-10 CUSTOMERS NO.17 15. OF RESPONDENTS Highly satisfied Satisfied Neutral Dis satisfied Total 61 41 18 0 120 PERCENTAGE 50.83 34.00 0 100 Are you feeling an idea school advertisment 70 60 50 40 30 20 10 0 Highly satisfied Satisfied Advertisment Neutral 18 41 Respondents 61 INFERENCE: Half of the respondents 50.
WOULD YOU LIKE TO CONTINUE WITH IEDA SERVICES TABLE-12 CUSTOMERS Yes No NO.31.5% friends.17 70 Sri Kalahastiswara Institute Of Information & Management Sciences .OF RESPONDENTS 85 35 PERCENTGE 70.83% arte self recommended and 22.67 40.OF RESPONDENTS 27 38 49 6 120 Who recommanded idea services to you 6 PERCENTAGE 22.83 5.67% dealers and others are5%.00 100 27 Friends Dealers Your self Others 38 49 INFERENCE: Majority of the respondents 40.83 29.IDEA CELLULAR LIMITED CUSTOMERS Friends Dealers Your self Others TOTAL NO.5 31.
50 31.OF CUSTOMERS IDEA AIR TEL VODAFONE RESPONDENTS 24 51 38 PERCENTAGE 20.00 42.60 71 Sri Kalahastiswara Institute Of Information & Management Sciences .IDEA CELLULAR LIMITED Total 120 Would you like to continue with idea services 100 35 Yes No 85 INFERENCE: Majority of the respondents 70. IN YOUR POINT OF YOU VIEW MAIN COMPETITORS FOR IDEA SERVICES TABLE-13 NO.83% are continuing with idea services and 29.17% are dis continuing the idea services.
RANKS OF IDEA SERVICES COMPARED WITH COMPITETORS TABLE-14 72 Sri Kalahastiswara Institute Of Information & Management Sciences .IDEA CELLULAR LIMITED TATA DOCOMO TOTAL 7 120 5.5% IDEA CELLULAR SERVICES services are competitors. 31.83 100 W oa th m inc m e rstoid a h re e a o p tito e s rv e e ic s 6 0 5 0 4 0 3 0 2 0 1 0 0 5 1 2 4 AIR TEL BSNL 3 8 VODAFONE DOCOMO 7 TATA R sp n e ts e odn C m etito o p rs INFERENCE: Majority of the respondents 42.67% Vodafone are competitors and 20% of IDEA and reliance and tata indicom are no competition with the idea services .
67% can’t say their opinion.67 100 Rank of idea services compared with compitetors 60 50 40 30 20 10 0 50 30 24 16 Series1 1st 2nd Ranks 3rd Can’t say INFERENCE:Majority of the respondents 41.00 25.25% of respondents are giving 3rd rank and 13.IDEA CELLULAR LIMITED RANKS 1st 2nd 3rd Can’t say Total NO.OF RESPONDENTS 16 24 30 50 120 PERCENTAGE 13.33% of respondents giving 1st ran k with the idea services compared with competitors.33 20.00 41. 73 Sri Kalahastiswara Institute Of Information & Management Sciences .
67 18.33% are dis satisfied with idea advertisement. 74 Sri Kalahastiswara Institute Of Information & Management Sciences .67% are enjoying with idea advertisement and 18.IDEA CELLULAR LIMITED ARE YOU ENJONG WITH IDEA ADVERTISMENT TABLE-15 CUSTOMERS Yes No Total NO.33 100 Are you enjoy idea advirtisement 22 Yes No 98 INFERENCE: Majority of the respondents 81.OF RESPONDENTS 98 22 120 PERCENTAGE 81.
OF RESPONDENTS 21 51 43 5 120 PERCENTAGE 17.5 35.IDEA CELLULAR LIMITED ARE SATISFIED WITH CUSTOMER CARE SUPPORT PROVIDED BY IDEA SERVICES TABLE-16 CUSTOMERS Highly satisfied Satisfied Neutral Dis satisfied Total NO.83 4.5 42.83% are satisfied with customer care support provided by idea services.17% of dis satisfied by customer care support provided by idea services.17 100 Are you satisfied with customer care support provided by IDEA services Highly satisfied Satisfied Neutral Dis satisfied INFERENCE: Majority of the respondents 35. 4. 75 Sri Kalahastiswara Institute Of Information & Management Sciences .
17 100 19 Highly satisfied satisfied 47 43 Nuetral dissatisfied INFERENCE: Majority of the respondents 39.17 9.83 39.83 35.IDEA CELLULAR LIMITED YOU FEELING ABOUT IDEA POWER SERVICES TABLE-17 NO. ARE YOU SATISFY THE NIGHT BALANCE TIMING FOR IDEA SERVICES COMPARE WITH OTHER COMPITETORS 76 Sri Kalahastiswara Institute Of Information & Management Sciences .17%are neutral in their feeling about idea power services and 9.OF Customer Highly satisfied satisfied Nuetral dissatisfied Total RESPONDENTS 19 43 47 11 120 Are you satir fied with idea power services 11 PERCENTAGE 15.16% are dissatisfied with idea power services.
5% are dissatisfied with night balance timings of idea net work compared with other services.5 100 39 Yes No 81 INFERENCE: Majority of the respondents 67.OF RESPONDENTS 39 81 120 Satisfy with night balance timings PERCENTAGE 32. 77 Sri Kalahastiswara Institute Of Information & Management Sciences .IDEA CELLULAR LIMITED TABLE-18 CUSTOMERS Yes No Total NO.5% are satisfied with the night balance timings and 32.5 67.
The main competitions are . Every users is satisfied with overall issues of monthly bills. students 15%. most of the cell phone users age between20-35years have taken with in 41.83% business people. • Majority of the respondents are not satisfied with night timings offers 78 Sri Kalahastiswara Institute Of Information & Management Sciences .17% and others are 10% idea customers. and internet. among them IDEA CELLULAR SERVICES and Vodafone gives more computations in SRI KALAHASHI. • • • All top up coupons available in the market. • • Coverage is the main reason for using in rural areas IDEA cell services .IDEA CELLULAR SERVICES. tariff of idea is the main reason to divert many users from other services followed by coverage area. Prepaid is the most prioritized by users compared to post paid services . Coverage. employees 29. MMS. GPRS. IDEA and reliance.0% • Major customers 45. • Half of users of cell phone are engaged with voice communication of instead SMS.IDEA CELLULAR LIMITED FINDINGS • Based on age.5% want to YOUR SELF go for IDEA services. docomo. Most of the customers mainly 87. • • • Half of the users of idea services have been in usage for 1 years .
It also helps reducing competition from the other services. If we advice to develop the packages.IDEA CELLULAR LIMITED SUGGESTIONS AND RECOMMENDATIONS To reduce the coverage problem extension of tower capacity. location of new towers at problematic areas is necessary. Take steps to solve the customers request as early as possible. IDEA should think about to concentrate on student segment with attractive offers. which engages more customers in SMS and internet along with voice communication. Customer care should be answerable to customers at any time with out delay. 79 Sri Kalahastiswara Institute Of Information & Management Sciences .
In the process.IDEA CELLULAR LIMITED CONCLUSION At last I conclude that the project report undertaken by me is satisfactory and the work has got very good response from the respondents. majority of the respondents are very positive towards the IDEA CELLULAR SERVICES. all the respondents are provided with better service by the company. The coverage and tariff provided by the company are very much beneficial to respondents. 80 Sri Kalahastiswara Institute Of Information & Management Sciences . According to my research.
Gender 3.No: 1. From How Many Years Are You Customer For Idea Services? A)Below 1 Year C) 2-5 Years B)1-2 Years D) Above 5 Years [ ] 6.Name : 2. Major Customer For Idea Services? A) Students C) Business People B) Employees D) Others [ ] 5.IDEA CELLULAR LIMITED CUSTOMER SATISFACTION ON IDEA (CELLULAR SERVICE) SRI KALAHASTHI Ph.Age? (A) 15-20 C) 35-50 B) 20-35 D) Above 50 Male Female [ ] 4.Which Type Of Services Are You Having ? A) Post Paid B) Prepaid [ ] 81 Sri Kalahastiswara Institute Of Information & Management Sciences .
You Are Feeling An Idea School Advertisement? A)Highly Satisfied B)Satisfied [ ] 82 Sri Kalahastiswara Institute Of Information & Management Sciences .IDEA CELLULAR LIMITED 7.Are You Satisfied With The Caller Tunes Provided By Idea ? A) Highly Satisfied C) Neutral B) Satisfied D) Dissatisfied [ ] 12. Are You Satisfied With The Sales After Services Provided By Idea ? [ A) Highly Satisfied C) Neutral B) Satisfied D) Dissatisfied [ 9. Are You Satisfied With The Offers Provided By Idea? A) Highly Satisfied C) Neutral B) Satisfied D) Dissatisfied ] 10.Are You Satisfied With The Call Rates Provided By Idea? A) Highly Satisfied C) Neutral B) Satisfied D) Dissatisfied [ ] 11. Are You Satisfied With The Idea Network? A) Highly Satisfied C) Neutral B) Satisfied D) Dissatisfied ] [ ] 8.
IDEA CELLULAR LIMITED C)Neutral D)Dissatisfied [ ] 13.Would You Like To Continue With Idea Services? A)Yes B)No [ ] 15. Rank of idea sevices compared with competators ? A)1 C)3 B)2 D)can’t say [ ] 17.Who Recommended Idea Services To You? A)Friends C)Yourself B)Dealers D)Others 14.Are you satisfied with customer care support provded by idea services ? [ A)Highly Satisfied C)Neutral B)Satisfied D)Dissatisfied 83 Sri Kalahastiswara Institute Of Information & Management Sciences ] . In Your Point Of View Main Competitors For Idea Services? A) Airtel C) Vodafone E) Tata Docomo B) MTS E) Reliance F) Tata Indicom [ ] 16.
Your feeling about idea power services? A)Highly Satisfied C)Neutral B)Satisfied D)Dissatisfied [ ] [ ] 19.Are you satisfy the night balance timings for idea services compare With other compotators? A)Yes B)No [ ] Any suggestions to Idea Company? Place: Date : Signature 84 Sri Kalahastiswara Institute Of Information & Management Sciences .Are you enjoying idea advertisements? A)Yes B)No 20.IDEA CELLULAR LIMITED 18.
Vikas publishing House Pvt. Second Edition.R KOTHARI “RESEARCH METHODOLOGY” New Delhi Wishwa prakashan. PHILIP KOTLER “MARKETING MANAGEMENT” the millennium edition. New Delhi. 3. New Delhi.R KOTHARI “QUANTITATIVE TECHNIQUES’ New Delhi.google. C. C. 2. S.ask. 1978.com 85 Sri Kalahastiswara Institute Of Information & Management Sciences . Prentice-Hall India. Third Edition.Ltd. Tenth Edition.. 2000.com www.IDEA CELLULAR LIMITED BIBLIOGRAPHY 1.. 4.P GUPTHA “STATISTICAL METHODS” Sultan chand & Co. Web sites: www.
This action might not be possible to undo. Are you sure you want to continue?
We've moved you to where you read on your other device.
Get the full title to continue reading from where you left off, or restart the preview.